Terms & Conditions
Use of the Jetkrate website and your Jetkrate account
1. The terms ‘You’, ‘Your’, ‘We’, ‘Our’ and ‘Jetkrate’.
In these terms and conditions, the terms ‘you’ and ‘your’ refer to you personally (if you are an individual) or the entity you represent (if you register on behalf of a business), and the terms ‘we’, ‘our’ and ‘Jetkrate’ refer to Jetkrate Limited (New Zealand company #7433381) and, where appropriate, its third‑party suppliers or authorised agents.
1A. Corporate entities and agency structure
Jetkrate Limited (“Jetkrate NZ”) is the parent and contracting entity for all Jetkrate services worldwide, including Package Forwarding, Shopping Concierge and Courier Booking Services. Jetkrate Australia Pty Ltd (ACN 681 772 949) and Jetkrate United Kingdom Ltd (Company #16737426) act as authorised agents of Jetkrate NZ for the limited purpose of operating local export facilities, managing courier accounts and receiving payments on behalf of Jetkrate NZ. All customer agreements are made with Jetkrate NZ. The regional subsidiaries act solely as operational agents and do not enter separate contracts for forwarding or carriage.
2. Acceptance.
By registering for a Jetkrate account you agree to be bound by these terms and conditions. Your acceptance is equivalent to signing a hard‑copy printed agreement between you and Jetkrate.
3. Account creation.
To register for Jetkrate services you must provide your full legal name as shown on your identity documentation, a current valid e‑mail address, your street address as shown on your proof‑of‑address documentation and contact phone numbers. You certify that the information you provide is accurate and will update it promptly if any of it changes. Jetkrate may cancel or suspend any unconfirmed account, any account that has been inactive for a lengthy period of time, or any account where Jetkrate finds you have submitted inaccurate or fraudulent information, or where your account may be compromised, used for fraudulent purposes or displays patterns consistent with fraud or unauthorised activity (including repeated deliveries by third parties or mismatched identities). During suspension Jetkrate may hold any goods received until lawful ownership is verified. If ownership cannot be verified within 90 days of the final request for evidence, the goods will be deemed abandoned and may be disposed of or sold to recover costs in accordance with Clause 29.
4. No transfer of account.
You may not transfer your Jetkrate account or your account login/password to any other person.
5. Specified countries.
You may only create a Jetkrate account and use Jetkrate services in a country listed in the pull‑down menu on the Jetkrate website.
6. Security.
You agree to keep your Jetkrate password confidential and to safeguard your computer and mobile devices from access by others. You are responsible for any use of the Jetkrate website and of your Jetkrate account made under your login and password. If you become aware of or suspect any unauthorised use of your Jetkrate account, you should promptly notify Jetkrate. We will block or deactivate your account and may allow you to open a new one.
7. Your warranties and representations.
You warrant that (a) you are at least 18 years of age or the legal age of majority in your country; (b) you have obtained all necessary permissions to enter into and perform this agreement; and (c) you will use the Jetkrate services only for lawful purposes and in accordance with these terms and conditions.
8. Privacy; data protection.
Jetkrate collects personal information about you (name, address, e‑mail, phone numbers) to provide quality services. Our information practices are subject to Jetkrate’s Privacy Policy. The information you submit may be transferred to, stored in and/or processed in New Zealand, Australia, the United Kingdom and other countries necessary to provide services. By opening a Jetkrate account, you consent to such transfer, storage and processing. If you object, please do not use Jetkrate services.
9. Your use of the website.
You may not use the Jetkrate website or services for any unlawful purpose. Jetkrate may terminate or restrict access if your use may violate laws, infringe others’ rights or breach these terms. You may use the site solely for personal use (including friends and family members under Section 24) or for your business. If you intend to resell products received via Jetkrate, you must comply with all importation and resale laws.
10. Shipping cost calculator.
Jetkrate’s Shipping Cost Calculator provides an estimate only; actual costs may vary due to changes in delivery rates, fuel surcharges, currency exchange rates, differences between estimated and actual package weights or classifications, or government fees. Final charges are assessed at shipment release.
11. Malicious content.
We make reasonable attempts to exclude malicious content from our web pages, but we cannot guarantee the absence of viruses or worms. Please take appropriate safeguards before downloading from the Jetkrate website.
12. Intellectual property.
The Jetkrate website, user interfaces, content, and Shipping Cost Calculator are the property of Jetkrate or its suppliers and are protected by intellectual property laws. You may not copy or reverse‑engineer the site. You may print or electronically store pages solely for personal use.
13. Infringement; counterfeit goods.
If you believe any material on the website infringes your intellectual property rights, please inform us. Jetkrate takes seriously the problems caused by counterfeit goods and investigates reports. We may remove infringing listings, prohibit merchants from advertising on Jetkrate, disable a customer’s account if they are knowingly importing counterfeit goods and notify law enforcement authorities.
14. Trademarks.
“Jetkrate” is a registered trademark. Use of the website does not grant you a licence to use Jetkrate trademarks. All other trademarks or trade names displayed on our website are the property of their respective owners.
15. Other websites.
Jetkrate is not responsible for the content or accuracy of information obtained from third‑party websites linked to Jetkrate.
16. Disclaimer of warranty.
Your use of the website is at your own risk. Jetkrate services are provided on an “as is” and “as available” basis. Jetkrate disclaims all warranties, express and implied, to the full extent permissible by law.
17. Limitation of liability.
Jetkrate will not be liable for indirect, special, consequential, incidental, punitive or exemplary damages (including loss of business, revenue, profits, goodwill or data) arising out of your use of, or inability to use, your Jetkrate account or the Jetkrate website, even if Jetkrate has been advised of the possibility of such damages. Except for loss or damage during international shipment as covered in Clause 38, Jetkrate’s maximum liability, and your exclusive remedy with respect to any errors in Jetkrate services, is limited to NZD $100 per incident. This limitation also applies to any hold, return, disposal or sale of goods conducted under Clause 26A (Fraud Investigation & Verification) or Clause 29 (Storage, Abandoned and Disputed Goods). You agree to indemnify and hold Jetkrate harmless from any liability for inaccurate or fraudulent declarations or your failure to comply with these terms.
18. Notices.
E‑mail notices, newsletters and information on the website will be the primary methods of communication. Jetkrate may send notices to the e‑mail address you supply. You can send notices to Jetkrate using the contact details on the website.
19. Modification of Jetkrate terms and conditions.
Jetkrate may modify these terms and conditions at any time without notice. Your continued use of Jetkrate services after the introduction of modifications constitutes acceptance of the modified terms.
20. Ordering products.
You place orders directly with online merchants. Jetkrate does not sell the products; your purchase is a transaction solely between you and the merchant.
21. Correct addressing.
You will ensure that products you order are correctly addressed to your Jetkrate address. Additional handling fees may apply if your package is incorrectly or inadequately addressed.
22. Purchase transaction solely between you and the seller.
This clause applies only when a merchant or seller contacts Jetkrate disputing a transaction or requesting repossession of goods. It does not apply to fraud investigations or third‑party complaints, which are governed by Clause 26A (Fraud Investigation & Verification). Jetkrate provides services enabling you to shop online from merchants’ websites and have products delivered to you; however, Jetkrate does not sell the products. Jetkrate makes no warranties regarding the products. We do not handle exchanges or defective goods. We will, upon your request, arrange for return delivery of item(s) ordered from the seller if the goods are still at your Jetkrate address; applicable return charges will apply.
Seller disputes: If the seller contacts Jetkrate disputing a transaction, Jetkrate will place an immediate 10‑business‑day hold on the package in question to allow you and the seller time to resolve the dispute. If the dispute cannot be resolved within 10 business days, the package will be released to you at Jetkrate’s discretion.
Fraudulent seller transactions: If the dispute arises because goods were purchased fraudulently, Jetkrate will place an indefinite hold on your package only if the seller provides confirmation of fraudulent activity from the bank concerned or a legal authority. Goods confirmed as fraudulently purchased can only be repossessed by a seller on a directive from the police or other legal authority. Fraud complaints from any other party are handled under Clause 26A.
23. Concierge service.
Jetkrate’s Concierge Service enables Jetkrate to place orders on your behalf when merchants will not accept your payment method. The Concierge Service places the order in your name, according to your instructions. Once placed, orders cannot be changed or cancelled. Concierge Service fees apply. Your purchase remains a transaction between you and the merchant; Jetkrate is not responsible for merchant performance.
24. Our receiving procedure.
Jetkrate will in good faith receive packages delivered to your Jetkrate address. We will notify you when they are received and advise you of the cost of duties, taxes and shipping/handling. We will not accept COD (Cash On Delivery) packages. You are the only person authorised to pay for and release the shipment, including releasing packages addressed to friends or family members.
25. Loss or damage of products in transit to our export facility.
Jetkrate is not liable for products lost or damaged in transit from the merchant to our export facility. We reserve the right to refuse delivery if the package is obviously damaged or incomplete.
26. Inspection of packages.
- Jetkrate has the right (upon receipt, during storage or in preparing for export shipment) to open and inspect any package for security purposes and to verify compliance with export and import laws.
- If we discover or believe that the contents or value are inaccurately described, we may request additional documentation (proof of identity, proof of address, invoices or receipts). Failure to provide this information can lead to Jetkrate refusing to ship the goods.
- We may repack a product to reduce bulk, but we do not open any inner sealed packaging.
Notification: Jetkrate will send at least two written notifications to your registered email address requesting documentation under this clause. If you do not respond within the timeframe specified in the notice (typically 10 business days), Jetkrate may suspend your account and hold any associated goods. Continued failure to provide information will be treated as non‑compliance and the goods may be handled as abandoned or disputed goods under Clause 29.
26A. Fraud investigation & verification.
a. Reasonable suspicion: Jetkrate may suspend your account, place packages on hold and request additional documentation if it reasonably suspects goods have been obtained unlawfully, the account has been compromised or the identity of the person supplying goods does not match the account holder. Indicators include repeated deliveries by third parties, mismatched identities, edited invoices or credible complaints from third parties.
b. Required documentation: You must provide unedited invoices or receipts, proof of payment, government‑issued ID (passport or driver licence), a selfie or video call verifying identity and any other evidence Jetkrate deems necessary.
c. Review period: Jetkrate will review documentation within a reasonable timeframe (usually 10 business days). Failure to provide adequate evidence may result in indefinite hold, return to the merchant or law‑enforcement authorities, or disposal under Clause 29.
d. Forgery: Submission of forged, altered or fraudulent documents constitutes a breach of this agreement and may result in immediate account suspension, forfeiture of goods and notification to law‑enforcement agencies.
e. Reporting: Jetkrate may report suspected fraud to law‑enforcement agencies and disclose relevant information to banks, payment processors, sellers or regulators. Jetkrate is not liable for losses incurred due to investigations or holds under this clause.
f. Liability: Jetkrate’s liability for actions taken under this clause is limited to NZD $100 per incident in accordance with Clause 17.
26B. Third party complaints.
If Jetkrate receives a complaint from a third party alleging identity theft, payment fraud or unauthorised use of their details, Jetkrate may place any related packages and the customer account on hold pending verification. Jetkrate may request additional documentation from both the account holder and the complainant. Packages may be retained until the investigation is completed or released only upon instruction from law‑enforcement authorities. Jetkrate will not be liable for delays or losses arising from such investigations.
26C. Shipping rejection & non refundable fees.
Jetkrate’s responsibility for shipping ends once goods are handed to the carrier. If a carrier or customs authority refuses or returns a shipment— for example, because the goods are prohibited or restricted (such as perfumes or lithium batteries)—Jetkrate will notify you but bears no liability for the refusal. International shipping charges and handling fees are non‑refundable once the package has been dispatched.
27. Prohibited items.
Jetkrate will place on hold all products that are restricted or prohibited for export or import to the destination country. If an item is deemed unsafe or prohibited, we will notify you and, at your request, arrange return to the merchant, shipment to an alternative country, or disposal; charges may apply. You have 14 days to advise us of the disposition. Items not responded to within 14 days may be destroyed.
28. No mail accepted.
Jetkrate is not a mail‑forwarding agency. We do not process letters or documents that do not contain items of value.
29. Storage, abandoned and disputed goods.
- Standard storage: Jetkrate will store packages free of charge for up to 30 days from receipt. After 30 days, packages may be stored for another 30 days at NZD $1 per day. If you have not provided shipping instructions by the end of 60 days (30 days free + 30 days paid), the package will be deemed abandoned and may be disposed of in any manner permitted by law.
- Disputed or fraudulent goods: Packages held because of a fraud investigation or disputed ownership may be held for up to 90 days from the date of Jetkrate’s final request for documentation. If lawful ownership is not established within that period, the goods will be deemed abandoned and may be disposed of or sold to recover storage, investigation and administrative costs.
- Unidentified recipients: Goods with no identifiable recipient despite reasonable investigative efforts will be held for 90 days. If unclaimed after 90 days, Jetkrate may dispose of them.
- Sale, donation or destruction: Jetkrate may resell abandoned goods through an independent auction house or donation; goods of little or no value may be donated or destroyed. Proceeds from any sale will be applied to outstanding fees; any surplus may be refunded at Jetkrate’s discretion if lawful ownership is later proven. Customers waive any claim to proceeds once goods are deemed abandoned.
- Notice: Jetkrate will notify you prior to disposal or sale. Continued failure to respond or verify ownership will be deemed consent to abandonment.
30. Shipment of packages.
When you request packages to be shipped and have paid all duties, taxes and shipping charges, Jetkrate will arrange international shipment to any permitted country and deliver the packages to the delivery address you specify. Delivery times are not guaranteed.
31. Appointment of Jetkrate as agent.
You appoint Jetkrate to act as your agent to manage export, import and customs clearance procedures and to ensure that customs duties and taxes are paid to relevant authorities. Jetkrate will perform these functions based on the information you provide and is not responsible for additional duties or taxes arising from inaccurate information.
32. Accurate contents and value declaration; payment of duty and tax.
You are solely responsible for the correctness of all information you provide regarding the contents and value of your packages. Jetkrate may request a copy of the merchant’s invoice or order confirmation. Inaccurate descriptions or under‑declared values may lead to customs delays, additional duties or penalties. Jetkrate will not be liable for discrepancies.
33. Shipping charges.
Shipping charges generated by Jetkrate’s calculator are estimates only; final charges are determined once the package is inspected and ready for dispatch. You are responsible for payment of all actual shipping and handling charges, including volumetric weight if applicable.
34. Delivery.
Jetkrate will make reasonable efforts to deliver shipments according to the carrier’s schedules but cannot guarantee delivery dates. Shipments may require pickup at the carrier’s service point in remote areas.
35. Compliance with law: no illegal materials or prohibited goods.
You agree to comply with all applicable laws and regulations in the origin and destination countries. You will not use Jetkrate to ship illegal, hazardous or controlled substances. Jetkrate will refuse to ship goods it knows or suspects are illegal or unsafe.
36. Compliance with Law: No Illegal Materials or Prohibited Goods
You agree to comply with all applicable laws and regulations in effect in the country from which the goods are shipped, and in the country in which the goods are received. You will not use or attempt to use Jetkrate to receive or send illegal, hazardous or dangerous materials, prohibited goods, or controlled substances. Goods are unacceptable for shipment if:
- They are specially designed, modified, adapted or configured for a military application; or
- They are dual‑use items that are subject to export‑licence requirements; or
- They are intended to be used in chemical biological weapons, missile technology or nuclear proliferation.
For items being exported from the U.S., you expressly agree not to divert, reship or forward any part of a shipment:
- To any country which the U.S. Department of the Treasury Office of Foreign Assets Control (OFAC) has designated as supporting international terrorism (currently Cuba, Iran, North Korea, Sudan and Syria); or
- To any individual or entity named in the OFAC list of Specially Designated Nationals and Blocked Persons or any of the lists maintained by the U.S. Department of Commerce Bureau of Industry and Security (Denied Persons List, Entity List, Unverified List) or any of the lists maintained by the U.S. Department of State (Debarred Parties List or Proliferators List).
Jetkrate will at all times comply with all applicable export and import laws and will refuse to ship any package which we know or have reason to suspect is in violation of such laws. We will refuse to ship any item that requires an export or import licence. You will not use Jetkrate to receive or send: (i) any items that are specially designed for military application; (ii) any dual‑use items subject to export‑licence requirements; or (iii) any products that are intended to be used in chemical, biological or nuclear weapons.
You will be liable and agree to indemnify Jetkrate for any costs, penalties or fines which may be incurred if any shipment is found to violate any of these conditions or export‑control laws.
37. Limited liability for lost or damaged international shipments.
All packages shipped internationally from Jetkrate’s export facility are transported on a limited liability basis as required by the Warsaw Convention (currently US $25 per kilogram). All other types of loss or damage are excluded (including lost profits, income or business). If you wish to obtain coverage beyond this limit, Protect+ coverage is available (see Clause 39).
38. Jetkrate Insurance and Protect+
Protect+ is optional. If you wish to obtain coverage beyond the liability limits specified in Clause 37, you can purchase Jetkrate’s Protect+ product for an additional fee. Protect+ covers loss of or physical damage to the shipment up to the declared value plus shipping cost. Protect+ must be purchased at the time of shipping; otherwise you assume all risks over the limited liability amount.
Protect+ will not cover:
- Indirect loss or damage (such as lost profits, business interruption or consequential loss);
- Loss or damage caused by delays;
- Loss or damage to the package while it is being sent by the seller to our export facility;
- Damage to used or second‑hand goods (although loss of those goods in transit is covered);
- Loss or damage due to your failure to package items appropriately or to provide accurate description and valuation.
Claims under Protect+ must be made within 14 days of delivery and accompanied by supporting documentation. Jetkrate will investigate and may refund you the declared value plus shipping cost up to the purchased coverage, but not beyond. Protect+ is internally underwritten by Jetkrate and is not statutory transport insurance.
39. Lost or damaged international shipments.
If Jetkrate loses or damages your package during international shipment, Jetkrate will refund shipping charges and, if you purchased Protect+, the value of the goods up to the purchased coverage. If duty and taxes have been paid at the time of loss, Jetkrate will attempt to obtain a refund from the customs authority, although this is not guaranteed. All claims must be made within 14 days of delivery and accompanied by the air waybill and supporting documents.
40. Duty and taxes.
If duty and taxes were paid at the time of loss and have not yet been submitted to the relevant authorities, Jetkrate will refund them. Otherwise Jetkrate will attempt to obtain a refund but cannot guarantee success.
41. Making claims.
Claims for loss or damage must be made within 14 days from the date of delivery, accompanied by the consignment note and supporting documentation. Claims made after 14 days will not be considered.
42. Product returns or exchanges.
If, after delivery, you wish to return an item to the merchant, you must make arrangements directly with the merchant. Jetkrate will, upon request, help arrange return shipping from your home country at your cost. Customs duty and taxes may not be refundable.
43. Courier booking services.
Jetkrate provides a courier booking platform enabling you to select and purchase shipping labels from third‑party carriers (such as DHL, FedEx, NZ Post) using Jetkrate’s courier accounts. When you book a courier through Jetkrate, you are contracting with Jetkrate NZ as the principal; Jetkrate AU or Jetkrate UK may act as Jetkrate NZ’s agent in procuring labels. The following terms apply:
- Service scope: Jetkrate acts as an intermediary to obtain labels from carriers using Jetkrate’s own accounts. Jetkrate does not provide transportation services itself.
- Contract formation: Your payment to Jetkrate constitutes an order for Jetkrate to procure carriage services from the selected carrier on your behalf. Jetkrate will then enter a carriage contract with the carrier under Jetkrate’s account.
- Payment: Payments may be collected by Jetkrate NZ or its regional agents. All customer obligations remain with Jetkrate NZ.
- Non‑refundable: All courier bookings are prepaid and non‑refundable once a label has been generated, except as required by law or if the carrier rejects the booking before pickup.
- Protect+ coverage: If you purchase Protect+ for a courier booking, the coverage terms in Clause 38 apply. If you do not purchase Protect+, you assume all risk above the carrier’s limited liability.
- Carrier performance: Once a package is handed to the carrier, Jetkrate is not responsible for loss, delay or damage. All claims (other than under Protect+) must be made directly to the carrier in accordance with their terms.
- Compliance: You must ensure that your package contents and customs declarations comply with applicable laws. Jetkrate reserves the right to decline bookings with incomplete or inconsistent data.
- Refunds and failed bookings: If Jetkrate cannot generate a label or if the carrier rejects the booking before pickup, Jetkrate will refund the shipping cost. Otherwise, no refunds or credit notes are available.
- Jurisdiction: Courier bookings are governed by these Terms and by New Zealand law, regardless of your location.
44. Modification of Jetkrate services.
Jetkrate may modify or terminate services at any time upon reasonable notice, without incurring liability, except for completing processing of products ordered prior to the date of termination.
45. Termination.
You may terminate this agreement and your use of your Jetkrate account at any time. Jetkrate may suspend or terminate your account if you fail to comply with these terms. Jetkrate will not be liable to you for any termination.
46. Circumstances beyond our control.
Jetkrate is not liable for any loss or damage arising from circumstances beyond our control, including natural disasters, war, civil unrest, industrial action, pandemics, power cuts, government action or any defect related to the nature of a shipment.
47. Indemnification.
You agree to indemnify, defend and hold Jetkrate, its shareholders, officers, directors, affiliated companies, employees and agents harmless from all claims, losses, damages and costs (including legal fees) that result from your use of Jetkrate services, your negligent acts or omissions, any misrepresentations or mis‑declarations you make in connection with Jetkrate services or your failure to comply with these terms.
48. Entire agreement.
These terms and conditions (as modified from time to time) constitute the entire agreement between you and Jetkrate regarding use of the Jetkrate website and services. Any other written or oral statements are superseded.
49. Partial invalidity.
If any provision of this agreement is judged invalid or unenforceable, it will be deemed deleted without affecting any other provision.
50. Waiver.
Failure by either party to enforce any provision of this agreement or to exercise any right at any time will not be deemed a waiver of that provision or right.
51. Headings.
Section headings are for convenient reference and do not form part of this agreement.
52. Governing law.
This agreement is governed by the laws of New Zealand. Any disputes arising from these terms will be subject to the non‑exclusive jurisdiction of the courts of New Zealand.
Effective date: 18 November 2025.