Complaints and disputes

If Nooryva has let you down, we would rather hear it from you than from somebody else. This page says how to tell us, who deals with it, and how long each step takes. Complaining costs you nothing and does not affect how we handle your other shipments.

How to complain

Write to with “Complaint” in the subject line. Tell us:

• your name and how to reach you;
• the shipment or quotation reference, if there is one;
• what happened, and when;
• what you would like us to do about it.

The last of those matters more than people expect. Knowing whether you want an explanation, a correction, a credit or simply an apology usually shortens the whole business considerably.

You can also complain by telephone or to whoever you normally deal with. If you do, we will write it down and confirm it back to you, so that we are both working from the same account of it.

What happens, and when

1. Within two working days we acknowledge your complaint and tell you who is handling it.
2. Within ten working days we give you our answer: what we found, whether we agree, and what we are going to do. If it is complicated, and international shipments often are, we will say so before the ten days are up, explain what we are still waiting for, and give you a date.
3. The person who handles it is not the person the complaint is about. If your complaint concerns the person you normally deal with, it goes to somebody else.
4. If our answer does not satisfy you, say so and ask for it to be reviewed. A review is carried out by somebody senior who was not involved, and you will have their answer within a further ten working days. That is our final answer.

What we will do about it

Where we were at fault we will say so plainly, without hedging, and put it right where putting it right is possible. Where we were not at fault, we will explain what actually happened and why, with the evidence, rather than simply denying it. Where the fault lies with a carrier, a port or an authority, we will tell you that too, and help you pursue it, but we will not use it as a way of ending the conversation.

Claims for loss or damage to goods

A complaint is not the same as a claim. Claims for loss, damage or delay to a consignment are governed by our standard trading conditions and by the international conventions that apply to the carriage, and both impose strict time limits for giving notice. Those limits are short, and missing one can end a claim regardless of its merits.

So if goods arrive damaged, short or late, tell us straight away, note it on the delivery receipt before signing, and keep the packaging and photographs. Do not wait for the complaints process. Tell us first and complain afterwards if you also wish to.

If we still disagree

If our final answer does not resolve matters, nothing here prevents you taking it further, and we will not treat your having complained as a reason to behave differently towards you. Where a dispute cannot be settled between us, it is governed by the law of Pakistan and heard by the courts of Karachi Courts, as set out in our terms of use.

We are willing to attempt mediation before litigation in any dispute where both sides think it might help.

Complaints about privacy

If your complaint is about how we have handled information about you, write to legal@nooryva.com instead. The privacy policy sets out your rights and your right to complain to a data protection authority as well as to us.

What we do with complaints

We keep a record of every complaint and what came of it, and we read them together rather than one at a time. A complaint that reveals something repeatable is worth more to us than the individual case, and several of the ways we work exist because somebody complained.

Which language applies

This policy is published in every language this site is published in. If the versions disagree, the English version applies.