Prohibited & Restricted Items Policy

1. Prohibited items — never accepted

The following items must not be booked, handed over, accepted or carried through Zendly:

• 1. Illegal drugs and controlled substances: narcotic drugs, psychotropic substances, cannabis/ganja and any controlled substance possessed or transported without lawful authority.
• 2. Weapons and explosives: firearms, ammunition, explosive devices, bombs, detonators, prohibited knives or weapons, fireworks and firecrackers.
• 3. Dangerous and hazardous materials: petrol, diesel, kerosene, LPG or other fuels; acids; corrosive, toxic, radioactive, infectious or poisonous substances; industrial chemicals; and any material classified as dangerous goods that Zendly has not expressly approved.
• 4. Cash and negotiable instruments: currency, bearer instruments, blank or signed cheques, demand drafts, gift cards with stored monetary value, or other instruments readily convertible to cash.
• 5. Precious and exceptionally valuable items: gold, silver, platinum, bullion, precious stones, jewellery, antiques, rare collectibles or unique works of art.
• 6. Stolen, counterfeit or unlawful goods: stolen property, counterfeit currency or products, forged documents, piracy-related goods, or any item whose possession, sale or transport is unlawful.
• 7. Obscene or exploitative material: material prohibited by law, including child sexual abuse or exploitation material.
• 8. Living beings and remains: live animals, birds, insects, human or animal remains, organs, embryos or reproductive material.
• 9. Biohazards and clinical material: blood, tissue, diagnostic specimens, cultures, medical waste, used needles or other infectious or biohazardous material.
• 10. Waste and unsafe material: decomposing matter, sewage, hazardous waste, leaking parcels or any item likely to injure a person, damage property or contaminate another parcel.
• 11. Unlawful regulated goods: any product requiring a licence, permit, prescription, special vehicle, temperature control or transport documentation where the requirement has not been met or Zendly does not support the service.
• 12. Items prohibited by law or authorities: anything prohibited in the origin, destination or any place through which the delivery will travel, including items prohibited by a court, regulator or law-enforcement authority.

2. Restricted or unsupported items

The following items are not necessarily illegal, but may be accepted only when the booking flow expressly supports them and all displayed conditions are satisfied. If the Platform does not provide an express acceptance option, do not send them.

• 1. Alcohol, tobacco, nicotine and age-restricted products: These items are currently unsupported and must not be sent through Zendly.
• 2. Medicines and medical devices: may be accepted only where the booking flow expressly supports the relevant category. They must be lawful, sealed, properly packed and accompanied by any documentation required by law. Controlled, temperature-sensitive or unsupported specialised medicines must not be sent.
• 3. Food and perishables: commercially packed dry food may be accepted if sealed and within shelf life. Raw meat, fish, dairy, frozen food, hot food, liquids, items requiring refrigeration and rapidly perishable goods are unsupported unless Zendly expressly offers a suitable service.
• 4. Plants, seeds and agricultural material: accepted only where lawful and free from soil, pests and quarantine restrictions, with required permits.
• 5. Electronics and batteries: phones, laptops, power banks, loose lithium batteries and battery-powered devices require accurate declaration, protective packaging and compliance with the selected transport mode. Damaged, swollen or recalled batteries are prohibited.
• 6. Aerosols, perfumes, paints and solvents: generally unsupported because they may be pressurised or flammable; accepted only if Zendly expressly confirms the specific product and transport mode.
• 7. Fragile goods: Glassware, ceramics and similar items require strong protective packaging and a Fragile declaration where supported by the Platform. Acceptance does not guarantee against breakage, and any reported loss or damage will be handled in accordance with the Terms and applicable policies.
• 8. Identity and sensitive documents: original Aadhaar, PAN, passport, driving licence, bank cards, cheque books and similar items are unsupported because of identity-theft and replacement risk. Non-sensitive photocopies or ordinary documents may be accepted if lawful and securely packed.
• 9. High-value electronics or goods: High-value items may be restricted or unsupported depending on the item, declared value, route and transport mode. Such items may be accepted only where the booking flow expressly supports them. Undeclared high-value items are not accepted.
• 10. Oversized or overweight parcels: the parcel must remain within the dimensions, weight and capacity shown for the selected vehicle or transport mode.

3. Generally accepted items

Subject to accurate declaration, safe packaging, applicable law and booking limits, the following are generally suitable:

• Ordinary documents and non-sensitive photocopies;
• Clothes, books and ordinary household items;
• Sealed dry snacks and shelf-stable food supported by the booking;
• Small, non-hazardous consumer goods;
• Properly declared and protected electronics supported by the selected service; and
• Properly packed fragile items where the Platform permits a fragile declaration.

An item being listed as generally accepted is not a guarantee of acceptance. The specific contents, condition, packaging, value, route and transport mode still apply.

4. Sender declaration and responsibilities

The Sender confirms that:

• 1. the parcel description is complete and accurate and nothing prohibited is concealed;
• 2. the Sender owns the parcel or is authorised to send it;
• 3. the parcel is lawful at origin, destination and throughout the route;
• 4. all licences, prescriptions, permits, invoices and transport documents required by law have been obtained;
• 5. the parcel is sealed and packed to prevent injury, leakage, contamination, theft and ordinary transit damage; and
• 6. any fragile, perishable, battery-powered, valuable or restricted characteristic has been declared.

The Sender is responsible for consequences caused by concealment, misdeclaration, unlawful contents or unsafe packaging, subject to applicable law.

5. Carrier responsibilities

The Carrier must:

• 1. check that the parcel reasonably matches the booking description and appears safely packed before accepting custody;
• 2. refuse a leaking, damaged, suspicious, misdeclared, prohibited or unsafe parcel;
• 3. never open or tamper with a sealed parcel merely to inspect it;
• 4. ask the Sender to open or clarify the parcel where verification is reasonably required, without taking custody until satisfied;
• 5. stop unnecessary handling, move to a safe location where appropriate and contact Zendly support or emergency authorities if an immediate danger is suspected; and
• 6. promptly report suspected prohibited contents through the Platform.

6. Verification, refusal and reporting

• 1. Zendly may request descriptions, photographs, invoices, permits or other reasonable evidence before allowing or continuing a booking.
• 2. Zendly or the Carrier may refuse, cancel, hold from further movement or arrange a lawful return of a parcel reasonably suspected to violate this Policy.
• 3. Zendly and Carriers do not have a general right to break seals or search parcels without the Sender's consent or lawful authority. Where verification is required, the Sender may be asked to open the parcel. Refusal may result in rejection or cancellation.
• 4. Where law requires, or where there is a credible threat to safety, Zendly may preserve relevant records and report the matter to competent authorities.
• 5. Emergency situations involving fire, fumes, leakage, explosives, weapons or suspected dangerous chemicals should be reported to emergency services first and Zendly support as soon as safely possible.

7. Violations and enforcement

Depending on seriousness, evidence, risk, recurrence and applicable law, Zendly may:

• Reject or cancel the booking;
• Restrict, suspend or terminate the responsible account;
• Withhold a disputed transaction or payout while it is lawfully investigated;
• Recover reasonable direct costs caused by the violation where legally permitted;
• Preserve evidence and cooperate with authorities; or
• Issue a warning or require additional verification.

Enforcement is not automatically a permanent ban or legal complaint in every case. Where practicable and legally appropriate, Zendly will provide the reason and an opportunity to appeal. Immediate restriction may be used for safety, fraud prevention or legal compliance.