General terms of use

1. Purpose

Alo Transporteur is an online platform (website and mobile apps) that connects people who want to send a parcel between France and Tunisia (the senders) with people who make this journey and offer to carry parcels (the carriers).

These terms apply to everyone who uses the platform. By creating an account, you accept them. They are supplemented by the privacy policy, the list of prohibited and restricted items, the How results are ranked page and the Verified reviews page.

The platform is published by Houssem Jerbi, entrepreneur individuel (EI), whose details are given in the legal notice.

2. The role of Alo Transporteur

Alo Transporteur is an intermediary. The transport contract is made directly between the sender and the carrier. Alo Transporteur is not a carrier: it does not take charge of parcels, does not open them and does not check them.

Alo Transporteur provides the tools to publish trips, search, book, pay, exchange messages, track the parcel and report a problem. For online payments, Alo Transporteur collects the price in the name and on behalf of the carrier (see article 9).

Each carrier states whether they act as a professional or as a private individual. This information is shown on their profile and their trips. A sender who deals with a private individual does not benefit from the rights of the Code de la consommation (French Consumer Code) that apply between a consumer and a professional.

The Verified badge means that the Alo Transporteur team has checked the carrier’s identity and vehicle details. It does not guarantee that the transport will be carried out properly.

3. Account

You must be at least 18 years old to create an account. You sign in with your email address and a password (the address is confirmed with a code sent by email), or with your Google or Apple account. You must give accurate information, keep it up to date and keep your password secret. Each person may have only one account.

Other users see your first name and the initial of your last name. Your contact details (phone, addresses) are shared with the other party only once the shipment is confirmed, and only for that shipment.

4. Price of the service

Using Alo Transporteur is free for senders and for carriers: no commission is taken. The payment provider’s fees are paid by Alo Transporteur.

If service fees are introduced later, they will be announced at least 30 days in advance and will never apply to a shipment that is already confirmed.

5. Publishing a trip (carriers)

The carrier publishes their trips with accurate information: cities and dates on the way, price per kilo, minimum billed weight, available space, door-to-door service and its fees, accepted item categories. They keep to the trips and prices they have published.

The carrier undertakes to:

• state honestly whether they act as a professional or as a private individual, and provide the information requested for verification and for the platform’s legal obligations (identity, address, company and vehicle registration numbers, tax information);
• hold the authorisations, registrations and insurance required for their activity, in particular for carrying goods on behalf of others;
• follow the traffic rules and the customs and health regulations of each country crossed, and refuse prohibited items;
• declare their income and pay the taxes and contributions due (see Your tax and social security obligations);
• enter the trip updates and the measured weight accurately in the app.

6. Booking a shipment

The sender sends a request to the carrier: estimated weight, contents, categories, value, pickup and delivery places, and the recipient’s contact details. The sender guarantees that this information is accurate, that the parcel is properly packed and that it contains no prohibited item. The sender gives the recipient’s contact details only with the recipient’s consent.

The carrier answers within 24 hours: they accept by sending an offer (total price and, where applicable, extras such as customs fees) or they decline. Without an answer, the request expires.

The sender then has 24 hours to accept the offer: by paying online, or by confirming payment in cash. Without an answer, the offer expires. The transport contract is made at the moment of this confirmation.

At pickup, the carrier may refuse a parcel that does not match the request or that seems to contain a prohibited item. The shipment is then cancelled and the online payment is refunded.

7. Price, weighing and extras

The price is calculated as follows: billed weight (the actual weight, and at least the trip’s minimum weight) × price per kilo, plus the door-to-door fees and the accepted extras.

The carrier weighs the parcel at pickup. Heavier than expected: the difference is proposed to the sender, who accepts or declines it in the app. Lighter: the difference paid online is refunded.

The carrier may propose extras after the offer (for example customs duties), with the official proof. The sender has 48 hours to accept or decline them. Without an answer, they are considered declined. Declining after pickup opens a problem report that the Alo Transporteur team examines (article 12).

8. Payment

Online (bank card, Apple Pay, Google Pay): the payment is processed by our provider Stripe. Alo Transporteur neither sees nor stores card numbers. This payment method is only offered if the carrier has opened a payment account to receive payouts.

In cash: the sender pays the carrier directly, in euros or in dinars. Cash payment is not protected: Alo Transporteur does not hold this money and can neither refund nor guarantee it. The sender acknowledges this when booking. The carrier records the amount received in the app.

9. Protected payment and payout to the carrier

For an online payment, Alo Transporteur acts as the carrier’s payment collection agent: the carrier authorises Alo Transporteur to receive the price in the carrier’s name. Payment made to Alo Transporteur discharges the sender’s debt to the carrier.

The money is held until delivery. It is paid out to the carrier 48 hours after delivery if no problem has been reported. If a problem is reported, the payout waits for the decision of the Alo Transporteur team.

The carrier agrees that sums they owe to Alo Transporteur, for example a refund decided after a payout, are deducted from their next payouts.

10. Tracking and delivery

The carrier posts the trip updates (departure, crossing, customs, delay, arrival). The sender is notified at each update; the sender passes the delivery code and the tracking link, which shows the same updates, on to the recipient.

On confirmation, the sender receives a 6-digit delivery code, to pass on to the recipient. The recipient gives this code only after receiving the parcel. By entering it, the carrier confirms the delivery. After 5 wrong codes, entry is blocked and the Alo Transporteur team helps to complete the delivery.

The shipment is complete 48 hours after delivery if no problem has been reported and the payment is settled.

11. Cancellation

Before pickup, the sender and the carrier can cancel the shipment from the app. The online payment is then refunded in full; how long it takes to appear on the account depends on the bank.

After pickup, the shipment can no longer be cancelled by either party: a problem must be reported instead.

The transport service is provided on a set date: under article L221-28 12° du Code de la consommation, it does not give a right of withdrawal. Free cancellation before pickup remains possible.

A carrier who often cancels confirmed shipments may be suspended.

12. Reporting a problem

The sender or the carrier can report a problem between pickup and the closing of the shipment: parcel not delivered, damaged or incomplete, amount disputed, customs fees disputed, or other. The payout to the carrier is then suspended, and the parcel continues its journey.

The Alo Transporteur team examines the report (messages, trip updates, proof) and may ask both parties for information. It decides to pay the carrier, to refund the sender in full or in part, or to close the report. The decision states its reasons and is sent to both parties.

For a cash payment, Alo Transporteur can help the parties find a solution and sanction a breach, but cannot refund.

This procedure does not take away anyone’s right to go to a mediator or to a court.

13. Responsibilities

The carrier is responsible for the parcel from pickup until delivery, for customs clearance and for complying with the rules that apply to the transport, under the conditions set by law.

The sender is responsible for the contents of the parcel, its packaging and the accuracy of the information given. The sender is advised to avoid high-value items and, if they send any, to insure them.

Alo Transporteur is responsible for the proper working of its intermediation service. Unless it is at fault, it is not liable for the performance of the transport (loss, damage, delay, seizure at customs). Protected payment is not insurance: a refund decided by Alo Transporteur is limited to the sums paid online for the shipment.

14. Reviews

After a completed shipment, the sender and the carrier can rate each other for 14 days. The rules for publishing and checking reviews are described on the Verified reviews page.

15. Messaging

Messaging is for organising the shipment. Messages must stay polite and related to the shipment. Contact details obtained through the platform may only be used for the shipment concerned.

16. Illegal content and reports

Anyone can report illegal content (trip, profile, review, message) with the “Report” button shown on each of them, or by writing to contact@alotransporteur.com, with the address of the page, the content concerned and the reason for the report. This address is the platform’s point of contact for users and authorities.

Alo Transporteur handles reports quickly. It may remove content, make it invisible or suspend an account. The person who reported and the person concerned are told of the decision and the reasons for it. They can challenge it within 6 months by replying to the message that tells them of the decision.

17. Suspending and closing an account

You can delete your account at any time from your account page, on the website or in the app, once your shipments in progress are finished and your payouts settled. Requests and offers not confirmed yet are then cancelled.

Alo Transporteur may suspend or close an account in case of a breach of these terms, fraud, sending prohibited items, repeated cancellations or false information. The decision states its reasons, unless the law forbids it. The trips of a suspended carrier are closed to bookings.

18. Personal data

How your data is processed is described in the privacy policy.

19. Changes to these terms

Alo Transporteur may change these terms. Important changes are announced at least 30 days before they take effect. If you refuse them, you can close your account. Shipments already confirmed remain subject to the terms in force when they were confirmed.

20. Applicable law and disputes

These terms are governed by French law. If you are a consumer and live in another country, you keep the protection of the mandatory rules of that country.

If you have a dispute with Alo Transporteur, first write to contact@alotransporteur.com. If no solution is found, a consumer can go to the consumer mediator free of charge: to complete. They can also go to the competent court.

These terms are written in French. Translations are provided for information: if there is any difference, the French version prevails.