Terms of Use

01About these terms

These terms form a contract between you and EAG PLUS [to confirm: legal form, RCS number, registered office] ("EAG+", "we", "us").

They apply to the EAG+ mobile app, the website www.eagplus.com and every order you place with us. By creating an account or placing an order, you accept them. Please also read our Privacy Policy.

02The service

EAG+ is a package-forwarding service ("Ship For Me"):

1. You get a personal suite code: your own address at our warehouse in Villepinte, France.
2. You buy from online stores in Europe yourself, and have the goods delivered to that address.
3. In the app you place an order for those goods and upload the store's receipt.
4. We receive the parcel, check it against your order, ship it by air to Lebanon and clear it through customs.
5. We deliver it to your address in Lebanon, or you collect it.

We are not the seller of the goods. Your purchase contract is with the store. Questions about the product, its warranty, its conformity or a refund from the store are between you and the store.

In Lebanon, delivery, cash collection and pickup are handled by [to confirm: EAG PLUS directly, or the name of the Lebanese partner company].

03Your account

• You must be at least 18 and able to enter into a contract.
• Give accurate details and keep them up to date, especially your phone number and delivery address.
• Keep your password and verification codes to yourself. You are responsible for what is done with your account.
• Your suite code is personal. Do not lend it or use it to receive goods for other people as a business.

04Addressing your parcels

Use the shipping address exactly as the app shows it, including your suite code on the name line and on address line 2. A parcel without a readable suite code may be delayed, or we may be unable to identify it.

Parcels we cannot match to a customer, or that have no order and receipt, are held for [to confirm: number of days]. After that they may be [to confirm: returned to the sender at the customer's cost, or disposed of].

05Orders and receipts

• To place an order you must upload the purchase receipt the store sent you: a photo, an image or a PDF (up to 10 files, 10 MB each).
• The receipt proves what is inside the parcel and what it is worth. We use it to match your parcel, to declare it to customs and to settle any insurance claim.
• Without a receipt we cannot match your parcel. The app reminds you until you add it.
• You confirm that the contents and values you declare are true and complete.
• We may open and inspect a parcel when security rules or customs require it.

06Quotes and prices

Shipping

• USD 20 per billable kilogram, all inclusive: air freight from Europe to Lebanon and customs clearance. No separate customs or service fee is added for ordinary personal shipments (see Customs).
• Billable weight: minimum 1 kg, then rounded up to the next 0.5 kg. For example, 1.2 kg is billed as 1.5 kg.
• [to confirm: whether bulky, light parcels are billed on volumetric weight]

Optional extras

• Insurance: 5% of each item's declared value, minimum USD 5 per item. See Insurance.
• Home delivery in Lebanon: USD 4 flat. Pickup is free.

Quotes are estimates

• A quote is an estimate at the time it is made. Most stores do not publish weights, so the app may estimate them with AI, and says so.
• The final shipping fee is set on the weight measured when your parcel arrives at our warehouse. We tell you the final amount before delivery.
• Prices are in US dollars. Lebanese pound amounts are shown for information at the rate displayed. Store prices in euros are converted at the current rate to work out declared values.
• We may change our rates. The rates that apply are the ones in force when you place your order.

07Payment

You can pay:

• by card (Visa or Mastercard) in the app, through Bank of Beirut's secure payment page (Mastercard Payment Gateway Services);
• from your Whish Money account;
• in cash when you receive or collect your parcel.

If you pay online when you place the order and the final weight changes the price, the difference is [to confirm: collected at delivery / refunded or credited to your wallet].

We may hold a parcel until any amount you owe is paid.

Wallet store credit and loyalty points have no cash value, cannot be transferred, and [to confirm: expiry rules].

08What we cannot carry

Do not send us:

• weapons and ammunition;
• drugs and narcotics;
• flammable or pressurised goods;
• lithium batteries shipped on their own;
• live animals;
• counterfeit goods;
• anything prohibited by Lebanese law, or by the rules of the airlines and countries the parcel passes through.

The app checks your items with AI and leaves flagged items out of the quote. That check is only a help. You remain responsible for what you send.

Prohibited items are refused. If they are already in transit, they are handed to the authorities, and any costs, fines or penalties are yours.

09Customs

• You are the recipient of the goods. You authorise us and our customs brokers to declare your parcels on your behalf, using your receipt and declared values.
• Our all-inclusive rate covers clearance and duties for ordinary personal shipments. [to confirm: exceptions where extra duty is charged, e.g. high-value items, commercial quantities, goods with special taxes]. If extra duty applies, we tell you before delivery.
• Lebanese customs decide what is due and whether goods are admitted. We are not responsible for goods held or seized by customs because of their nature or an inaccurate declaration.

10Delivery and pickup

• You choose at checkout: home delivery anywhere we deliver in Lebanon [to confirm: coverage area], or free pickup at [to confirm: pickup address and hours].
• The app shows your order status and sends notifications if you allow them.
• Delivery times are estimates. Airlines, customs and local conditions can cause delays.
• Make sure you can be reached on your phone. [to confirm: fee for a second delivery attempt, and how long uncollected parcels are kept].
• Check the parcel when you receive it, and tell the driver or us at once if the packaging is damaged.

11Insurance

• Insurance is optional. You choose it at checkout for the whole order.
• It costs 5% of each item's declared value, minimum USD 5 per item.
• If an insured item is lost or damaged while in our care or in transit, we compensate you up to its declared value, as shown on the store receipt.
• [to confirm: exclusions, e.g. fragile items, poor packaging by the store, wear, items not listed on the receipt]

12Lost or damaged parcels

• Tell us within 7 days of delivery by email or WhatsApp, with your order number and photos of the packaging and the item. Keep the packaging until the claim is settled.
• If a parcel is lost, contact us as soon as its status stops moving. [to confirm: when a parcel is considered lost].
• Insured items are compensated as described in Insurance.
• Without insurance, our compensation is limited to what the carrier pays for the parcel [to confirm: any fixed cap per kg or per parcel].
• We are not responsible for the goods' contents as shipped by the store (wrong item, missing item, defects). Raise those with the store.

13Cancellations, returns and refunds

• To cancel an order, contact us by WhatsApp or email. You can cancel free of charge until your parcel leaves our warehouse for Lebanon [to confirm].
• If you paid online and cancel in time, we refund the shipping fee [to confirm: to the original payment method or as wallet credit, and within how many days].
• Returning goods to the store follows the store's own return policy. If you ask us to send a parcel back from our warehouse to the store, the return shipping is yours [to confirm: handling fee].
• Once a parcel has been shipped to Lebanon, the shipping fee is not refundable. [to confirm: whether returns from Lebanon to Europe are offered].
• If EU consumer law gives you a 14-day right of withdrawal, you agree that our service starts as soon as your order is placed. You lose that right once the service has been fully performed. If you withdraw earlier, you pay for the part already performed. [to confirm with legal counsel]

14AI features

Weight estimates, the prohibited-items check and the help assistant use artificial intelligence (Google Gemini). They are there to help and can be wrong. They do not bind us or you. Your invoice and the weight measured at our warehouse are what count.

15Our liability

• We do our work with care and are responsible for the parcels in our care within the limits of these terms.
• We are not liable for: the store's acts (wrong, late or defective goods); delays or decisions by airlines, customs or authorities; events beyond our reasonable control (force majeure); or indirect losses such as loss of profit or opportunity.
• Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud or gross negligence, or any right that consumer law gives you and that cannot be excluded.

16Fair use and suspension

Do not use EAG+ for fraud, to ship prohibited goods, to give false declarations, or to disrupt the app or our systems. We may suspend or close an account that breaks these terms. Orders already in progress and amounts owed are settled first.

You can close your account at any time: Settings → Delete account in the app, or by email.

17Intellectual property

The EAG+ name, logo, app and website belong to EAG PLUS or its licensors. You may use the app for your own personal use only. Store names and logos shown in the app belong to their owners and do not mean those stores endorse EAG+.

18Personal data

How we use your personal data is explained in our Privacy Policy.

19Changes to these terms

We may update these terms. The date at the top shows the latest version. For important changes we tell you in the app or by email before they apply. Orders already placed stay under the terms in force when you placed them.

20Governing law and disputes

These terms are governed by [to confirm: French law or Lebanese law]. If you are a consumer, you keep the protection of the mandatory rules of the country where you live.

Please contact us first. We will try to settle any complaint amicably. [to confirm: name and website of the consumer mediator, required if French consumer law applies]

If no agreement is reached, the dispute goes to [to confirm: competent courts].

These terms exist in English and French. [to confirm: which version prevails in case of conflict]

21Contact and legal notice

Legal notice

• Publisher: EAG PLUS, [to confirm: legal form and share capital], RCS [to confirm], SIRET [to confirm], VAT number [to confirm], registered office [to confirm].
• Publication director: [to confirm: name].
• Hosting: Vercel Inc., 440 N Barranca Ave #4133, Covina, CA 91723, USA.