Terms and Conditions
Lockers in the Locker Network and all related systems
These terms and conditions (“Terms for Lockers”) governs the use by you (the “Organisation” or “User”) of the lockers in the Locker Network and all related systems that enables the use of the lockers in the Locker Network. These Terms for Lockers shall apply to the provision and use of lockers in the Locker Network both now and in the future.
By proceeding to use any or all of lockers in the Locker Network, the Organisation agrees that it has read, understood, accepted, agreed to and shall comply with all of the Terms of Use, these Terms for Lockers, the Privacy Policy, and any relevant Guidelines. In particular, please read carefully the “Rights of Use and Obligations” and “Limitation of Liabilities and Warranties”, where these clauses shall limit Pick’s liability to the Organisation.
In the event and to the extent only of any conflict between provisions of the Agreement with you, the conflict shall be resolved in accordance with the following order of precedence:
(a) the Terms of Use;
(b) these Terms for Lockers;
(c) the Privacy Policy; and
(d) any Guidelines that may be issued by Pick from time to time.
1.1 The Services provided by Pick would include:
1.1.1. Provision of the Interop and other related software for the exchange of Data between Pick and the User, and other partners for the proper provisioning of the locker services;
1.1.2. Provision of Locker Compartments for temporary storage of Parcels for the purpose of delivery, collection and returns; and
1.1.3. Administer, operate and maintain the Locker Network.
1.2 The Services will only be made available to an User who has successfully registered with Pick and agrees to these Terms for Lockers, the Terms of Use and Privacy Policy.
1.3 Registration is subject to the conditions for an account creation under the Terms of Use, and shall be done by filling in a form provided by Pick or through self-registration on Pick’s mobile applications, websites, applications, SEND Portal (collectively defined as the “Portal”). Once the processing of the registration is completed, Pick will inform the User.
2.1 Lockers Stations are available for all Users for Parcel deposits, retrievals, and collection 24/7 except locations where:
2.1.1. accessibility is restricted by operating hours of the Locker Stations such as those at Transport Nodes;
2.1.2. accessibility is restricted by the operating hours of the premises where the Locker Stations are deployed such as shopping malls, Community Centres/ Clubs, etc.;
2.1.3. accessibility is restricted by physical boundaries such as private residential areas, condominiums, army camps, etc.; or
2.1.4. deposits of Parcels by Sender are disallowed by the Security Agencies, such as those at Transport Nodes.
2.2 Routine preventive maintenance will be carried out for the Locker Stations at least once every 6 months. Pick shall decide on the exact date and time period when such preventive maintenance will be carried out. During such scheduled maintenance, the network and/or certain Locker Stations may be shut down for not more than four (4) hours per Locker Station. The maintenance schedule will be provided on Pick’s Website.
2.3 Routine preventive maintenance for the Interop and all related software shall be carried out weekly, if required, between 01:00am till 07:00am every Sunday. Additional preventive maintenance, if required, shall be based on a suitable schedule as decided by Pick. For such additional preventive maintenance, the Locker Stations may not be operational for a period of not more than six (6) hours.
2.4 Pick will ensure that all non-critical maintenance does not fall within any peak periods for e-Commerce, including Valentine’s Day, Singles Day, Prime Day, Black Friday, Cyber Monday, Christmas, and New Year, etc.
2.5 Pick shall use all reasonable endeavours to ensure the provision of a reasonable service level, as shown in Table A1 below.
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Incidents |
Service Level |
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i. |
Locker Station Availability Duration per incident when a particular Locker Station is not available, which is unscheduled and not due to capacity issues or other issues beyond control, such as power outages, internet connectivity, etc. |
< 10 hours Affected Services at that Locker Station - Bookings, cancellations, Parcel delivery and/or retrieval, Parcel collection and/or Parcel returns.
Unaffected Services - Parcel returns can be performed at another Locker Station |
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ii. |
Locker Compartment Availability Duration per incident, when a particular Locker Compartment is not available, which is unscheduled and not due to capacity issues or other issues beyond control, such as power outages, internet connectivity, etc. |
< 24 hours Affected Services for that Locker Compartment - Parcel Retrieval and collection
Unaffected Services - Parcel for delivery and returns can be deposited to an alternative Locker Compartment
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iii. |
Locker Network Availability Number of hours that the Locker Network is not available within a month, which is unscheduled and not due to issues beyond control, such as power outages, internet connectivity, etc. |
< 24 hours Affected Services - Bookings, Reservations, cancellations, parcel delivery and retrieval, Parcel returns, etc.
Unaffected Services - Parcel collection |
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Table A1 |
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2.6 A Parcel is deemed collected successfully when the Recipient opens the Locker Compartment with the PIN provided by Pick.
2.7 A Parcel is deemed retrieved successfully when a LSP opens the Locker Compartment with the correct login credentials.
2.8 Pick does not warrant any part of the Services, including:
2.8.1 that the Locker Compartments will meet all User’s requirements;
2.8.2 that the Locker Compartments will always be available or accessible by any User;
2.8.3 that the Services will be uninterrupted, timely, secure or error free.
2.9 Pick shall not be liable to the User, Recipient, Sender or any party for the quality and packaging of delivered or returned Parcels, including any damage to the Parcels, except when the Parcels are damaged by a LSP appointed by Pick pursuant to Clause 6 of this Terms for Lockers.
2.10 Pick expressly excludes any guarantee, representation, warranty, condition, term or undertaking of any kind (including warranties of non-infringement of Intellectual Property Rights), whether express or implied, statutory or otherwise or any representations or warranties arising from the usage or custom or trade or by operation of law, including without limitation as to the correctness, completeness, accuracy, merchantability or fitness for any particular purpose in relation to the use of the Services.
3.1. The User is solely responsible for the accuracy and completeness of the Data provided, with the use of the Services.
3.2. Pick shall not be liable to the User for any inaccurate Data received by the User in the Interop, including Data related to the status of Parcels. The User is responsible to keep track of the status of its Parcels via the Interop or the Portal.
3.3. Pick and the User each represents, warrants and undertakes that it shall:
3.3.1. use and process Personal Data only for the purpose of or in connection with the provision of or use the Services in accordance with these Terms for Lockers;
3.3.2. establish and maintain safeguards against unauthorised access, use, misuse or disclosure of Personal Data;
3.3.3. adopt clear and comprehensive data protection policy to protect Personal Data;
3.3.4. ensure that its data protection policy is accessible to all Users; and
3.3.5. ensure that its employees, officers and agents and those of its Subcontractors or agents who are or may be involved in the execution of obligations under these Terms for Lockers comply with the Personal Data Protection Act 2012 (the “PDPA”) at all times.
3.4. By providing the Data, the User grants Pick an exclusive, irrevocable right to maintain, backup, archive, restore the Data for the purposes of operating, developing, providing the Services and business continuity.
3.5. Nothing in the Terms for Lockers shall restrict other legal rights Pick may have on the Data. Pick reserves the right to remove any Data from the Interop or Portal at any time without notice, if Pick believes the User violates these Terms for Lockers, the Terms of Use and the Privacy Policy.
3.6. The User shall cooperate with Pick on any reasonable requests, directions or guidelines from the Infocomm Media Development Authority (“IMDA”) and/or Personal Data Protection Commission of Singapore (“PDPC”) arising in connection with the handling of Personal Data under these Terms for Lockers.
4.1. Security Compliance
4.1.1. The User shall ensure that all personnel to be deployed to undertake deposits or retrieval of Parcels at a Locker Stations are properly registered. The User shall also ensure that the personnel do not share their User ID, and/or any passwords or OTPs in connection with the use of the Services.
4.1.2. The User shall ensure that any personnel deployed to undertake deposits or retrieval at a Locker Station located at any Transport Node complies with the security procedures implemented at all times.
4.1.3. The User shall comply with all instructions and guidelines issued by Pick, whether through its Website, Portal or through any signage at the relevant Locker Station, when using the Service.
4.1.4. The User acknowledges that the Security Agency has the right to subject any person to any form of security screening as the Security Agency deems necessary from time to time. The User shall comply with all directions and security guidelines issued by the Security Agency from time to time, including the rules and regulations relating to public transport safety and security.
4.2. Damage
4.2.1. The User shall employ suitably qualified and trained personnel and ensure that its personnel do not damage or deface any part of the Locker Station or Locker Compartment during its use.
4.2.2. The User shall be liable for all damages to the Locker Compartment or Locker Stations due to the acts or omission of the User and claims from Recipient due to damaged goods from delivery or returns.
4.2.3. The User shall reimburse Pick for repairs and/or refurbishment of Locker Compartment or Locker Stations, within 30 calendar days of Pick’s presentation to the User of documentation showing that the damage caused to the Locker Compartments or Locker Stations can be attributed to the acts or omissions of the User, its employees, its agents and/or its subcontractors.
4.3. Other Responsibilities
4.3.1. The User shall be responsible to handle and manage all direct enquiries from Recipients related to Parcels deposited into a Locker Compartment.
4.3.2. Pick shall be responsible to manage and handle all enquiries from the User related to the operation of the Locker Station or direct enquiries from Recipients.
4.3.3. Pick shall not be liable to the Recipient or be involved in any dispute in relation to delivery errors or other errors due to the acts or omission of the User or the Recipient. The User shall arrange with the Recipient directly for any service recovery fees or refunds arising from any errors or omissions.
4.3.4. The User shall take all necessary precautions during loading and/or unloading not to:
i. cause congestion or obstruction to any public or private roads;
ii. cause inconvenience to the public; and
iii. park or stop trade vehicles at unauthorised locations within the vicinity of any Locker Station.
4.3.5. The User is not allowed to conduct any sales, solicit business, display or distribute advertising materials in common areas at or near the Locker Stations or use the locker stations for advertisements, except with the prior written approval from Pick.
4.3.6. The User shall not knowingly use the Locker Stations or part thereof, or do anything in common areas at or near the Locker Stations, for any illegal, unlawful, immoral or any other purposes from which nuisance, annoyance, damage or inconvenience may arise to the Relevant Agency or any member of the public.
4.3.7. The User shall provide all necessary and timely instructions, reminders and training to its employees, agents or representatives (which shall include but is not limited to couriers and any drivers or other individuals carrying out any duties for or on behalf of the User) to ensure that such individuals’ refuse, used packaging, rubbish, scrap tins, bottles, boxes, containers of any kind or any other items are properly disposed of and not left at or in the vicinity of the Locker Stations, and shall procure that such individuals comply with the said instructions, reminders and training.
5.1. Bookings and Reservations
5.1.1. The User is required to make a Booking or Reservation via the Interop directly or through the Portal, with a valid Parcel identification code, prior to a Parcel being deposited at a Locker Station.
5.1.2. Upon confirmation of a Booking, based on the information provided, the Parcel identification code will be recorded in the Interop and a guaranteed allocation of a Locker Compartment is provided at the specific Locker Station.
5.1.3. Upon confirmation of a Reservation for delivery, based on the information provided, the Parcel identification code will be recorded in the Interop. The User may subsequently choose to deposit the Parcel at any Locker Station. A successful Reservation does not guarantee the availability of a Locker Compartment at any Locker Station. The default validity of a Reservation for delivery is 30 days from the Reservation confirmation.
5.1.4. To initiate the deposit of a Parcel by a Sender to any Locker Station, pursuant to Clause 2.1 in these Terms for Lockers, the User is required to make a Reservation via Interop directly or through the Portal. The default validity of a Reservation for Parcel deposits by a Sender is 14 days from the Reservation confirmation.
5.1.5. A Reservation is automatically converted to a Booking when the Parcel identification code is presented at a Locker Station where the Parcel is deposited.
5.2. Notifications
5.2.1. Pick will be sending notifications to the Recipient through any or all available communication channels as decided by Pick. This may include email address, mobile number and/or mobile application (as applicable), to notify Recipient of the readiness of the Parcels for collection from the Locker Compartments or to notify the Sender of the PIN for depositing return Parcels.
5.2.2. The User shall ensure the information, such as mobile numbers and email addresses, provided to the Interop directly or through the Portal is updated, accurate and complete for the purpose of the Services, at all times.
5.2.3. The User shall be solely responsible for obtaining all requisite consents for transmission of notification messages to Recipients or Senders.
5.2.4. Pick shall not be liable to any party for any loss or damages suffered as a result of:
i. error, mismatch or failure of transmission of message(s) to the Recipient or Sender provided that Pick had taken reasonable steps to transmit or procure to be transmitted the relevant message(s) to the Recipient or Sender;
ii. any User’s inability to use the Service, provided that Pick has made available reasonable instructions to Users on how to use the Service;
iii. any User’s inability to receive the PIN due to matters beyond the control of Pick, which shall include but is not limited to any disruption to a telecommunications network or system, or a User’s hardware or software issue or incompatibility; or
iv. any losses due to the sending of a PIN to an inaccurate email or mobile number provided to Pick.
5.3. Cancellation of Bookings
5.3.1. If a Booking, without a deposit of a Parcel, is cancelled within 4 hours from the time of Booking confirmation, Interop usage charges will apply, but locker usage charges will not apply.
5.3.2. If a Booking, without a deposit of a Parcel, is cancelled after 4 hours but within 24 hours from the time of Booking confirmation, Interop usage charges will apply and 50% of locker usage charges will apply.
5.3.3. A Booking without a deposit of a Parcel will be automatically cancelled after 24 hours from the time of Booking confirmation. The full locker usage and Interop usage charges will apply.
5.3.4. Cancellation for direct Bookings or converted Bookings from Reservations for forward delivery is not available at the Locker Stations.
5.3.5. Converted Bookings from Reservations for Parcel returns can be cancelled by the User at the Locker Stations. Such converted Bookings will be reverted to a valid Reservation after the cancellation is made by the User.
5.3.6. For the avoidance of doubt, there shall be no refund or reversal of charges of any kind for Users using pre-paid payment methods, such as vouchers, stamps or credits, to purchase the Services.
6.1. Parcels Delivery and Collection
6.1.1. The User is required to deposit the Parcel at the Locker Station within 24 hours of the Booking confirmation, or within 30 calendar days of the Reservation confirmation.
6.1.2. The User shall ensure that a Parcel deposited in a Locker Compartment does not exceed the weight limit of 10kg and the compartment size of the Locker Compartment used is appropriate, based on the actual dimensions of the Parcel.
6.1.4. The Recipient is expected to collect their Parcel during the validity period of the Booking. The start, end and duration of this validity period shall be determined by Pick (the “Validity Period”).
6.1.5. For Parcels not collected by the Recipient within the Validity Period, the User is required to retrieve them from the Locker Compartment within the “Grace Period”, which shall commence immediately from the time of expiry of the Validity Period and end at 23:59pm of the next Business Day, regardless of any Parcel delivery restriction timings that may apply to the Locker Station.
6.1.6. Parcels that are not retrieved by the User before the end of the Grace Period as provided in Clause 6.1.5 above, will no longer be accessible by the Recipient and/or the User. Such unclaimed Parcels will be recovered by Pick’s appointed LSP.
6.2. Deposits by Senders for Returns and Delivery
6.2.1. The User shall be responsible or liable for the return and exchange of Parcels by Recipients or Senders. The User shall provide its own arrangements to retrieve the returned Parcels from the Locker Compartments or to arrange for exchange of Parcels at its own cost.
6.2.2. In the event the Sender is unable to deposit a Parcel into a Locker Compartment, either for returns or delivery, due to the dimensions or unavailability of a Locker Compartment, Pick shall not in any way be liable or concerned with any claim for refund, return, rebate or exchange of any Parcel. All disputes shall be managed by the User directly with the Recipient or Sender in respect of any refund, return, exchange, rebate and money-back policy and/or procedures.
6.2.3. Parcels deposited by a Sender may remain in the Locker Compartment for a period of time (“Retrieval Period”), determined by Pick, starting from the time the Parcel is deposited at a Locker Station by the Sender. The User, LSP or Recipient, as the case may be, is required to retrieve the Parcels within this Retrieval Period.
6.2.4. Parcels deposited by a Sender that are not retrieved by the User, LSP or Recipeint, as the case may be, by the end of the Retrieval Period will no longer be accessible by the User, LSP or Recipient. Such unclaimed Parcels will be recovered by Pick’s appointed LSP.
6.3. Parcels Recovery
6.3.2. Parcel recovery charges shall apply for each recovered Parcel. The charges are payable upon collection of the recovered Parcel by the User.
6.3.3. All recovered Parcels shall be made available to the User after 8 Business Days from the expiry of the Grace Period. The User shall collect the recovered parcels from Pick’s office on Mondays, Wednesdays or Fridays (“Collection Days”). If a Collection Day is not a Business Day, the User shall collect the recovered parcels from Pick’s office on the next available Collection Day.
6.3.4. In the event when the User requires immediate recovery of a Parcel at the Locker Station, Pick may remotely open the Locker Compartment for the User to retrieve. Immediate recovery charges shall apply.
6.3.5. Pick will remotely open the Locker Compartment, provided the User provide Pick with a written request with the following information:
i. Reason for requesting to remotely open the Locker Compartment containing the specific Parcel;
ii. The specific Parcel or transaction number; and
iii. The specific Locker Station name and location.
7.1. The Terms for Lockers constitute the entire contract between Pick and the User in relation to the use of the Locker Compartments.
8.1. In these Terms for Lockers, unless the context otherwise requires, the following terms shall have the meanings set out below.
a. "Agreement” means the Terms of Use, Terms for Lockers and Conditions and Privacy Policy as may be amended, modified or supplemented from time to time in accordance with the terms hereof.
b. "Booking” means a confirmation of Reservation or a direct confirmation for allocation of a Locker Compartment as per the size selected by User directly via the Interoperability Platform or via the Portal, whereupon charges will be levied.
c. "Business Day” means a day, excluding Sundays and gazetted public holidays.
d. “Clause” is to a clause of the Terms for Lockers.
e. “Data” means any data, including but not limited to text, images or materials, and/or Personal Data, that the User provides to Pick for the purpose of using the Services.
f. "Guidelines" means any additional terms, instructions, guidelines, directions and/or policies issued by Pick from time to time.
g. “Interop” or “Interoperability Platform” refers to the platform that facilitates information exchange designated to facilitate the open access across heterogeneous locker networks among different stakeholders (including but not limited to marketplaces, merchants, logistics service providers and locker operators).
h. "Intellectual Property Rights" means any and all rights existing from time to time, whether existing now or in the future, under any trademark law, copyright law, patent law, trade secret law and any and all other proprietary rights, and any and all applications, renewals, extensions and restorations thereof, now or hereafter in force and effect worldwide, or capable of protection in any relevant country in the world.
i. “Locker Compartment” means the individual lockable compartment in a Locker Station in the Locker Network.
j. “Locker Network” means the collective network of Locker Stations within Singapore comprising locker stations that are operated by Pick and access has not been restricted by the locker station owner(s).
k. “Locker Station” means the collective suite of Locker Compartments at a single location which is part of the Locker Network.
l. "Logistics Service Provider” or “LSP” refers to a company that provides logistics services, including collection, delivery and retrieval of Parcels. This shall include any company or its staff or representative that performs the role of collection, delivery and/or retrieval of Parcels, and includes the User.
m. "Parcel” means any parcel, item, product, letter, document, postal articles deposited into or retrieved out of the Locker Compartment.
n. “Parties” means collectively Pick and the relevant User, and a “Party” means any of them.
o. "Personal Data" shall have the meaning ascribed to that term in the Personal Data Protection Act 2012 of Singapore and any amendments thereof.
p. "Pick” means Pick Network Pte Ltd.
q. “PIN” means an eight (8) digit consumer access key, which serves as a unique identifier of a Recipient who collects a Parcel from a Locker Compartment, or of a Sender who deposits a Parcel into a Locker Compartment.
r. "Recipient” means the intended party to collect a Parcel from a Locker Compartment at a Locker Station.
s. “Relevant Agency" means any government agency, statutory board (including but not limited to the People’s Association and the Housing and Development Board), town council, or any other relevant government authority, and their respective authorised representatives.
t. "Reservation” means a registration of a Parcel identification code made by an User with the Interop directly or via the Portal, to indicate the possibility of the Parcel to be deposited at any Locker Station.
u. “Security Agencies” refers to the security agencies responsible for the security and safety of Singapore, including Ministry of Defence, Ministry of Home Affairs, SPF and Singapore Civil Defence Force.
v. “Portal” refers to and includes any mobile applications, websites, web applications and web portal that allows for an User to create Bookings, Reservations, cancellations, etc. which in turn allows for the access to the lockers in the Locker Network.
w. “Sender” means an individual who deposits a Parcel into a Locker Compartment, either for delivery or returns, at a Locker Station.
x. "Services” means the services to be provided by Pick as described in Clause 1.
y. “Subcontractor” means any person, firm or company furnishing goods and services, intellectual property or technical information directly or indirectly to the User through one or more persons, firms or companies.
z. “Terms of Use” means the terms and conditions governing the use by the Organisation/User of the SEND portal and all related systems through the Portal to access the Services made available by Pick.
aa. “Transport Nodes" means all MRT stations, LRT stations and bus interchanges.
bb. “User” includes any individual, company, association, organisation or body of persons, corporate or unincorporated, whether or not – (i) formed or recognised under the law of Singapore; or (ii) resident, or having an office or a place of business in Singapore.
cc. “Website” includes www.picknetwork.com, www.lockeralliance.net, send.picknetwork.com & partner.lockeralliance.net, their subpages, or such URLs as may be updated in the future.
8.2. Interpretation
Headings are for convenience only and do not affect interpretation. The following rules of interpretation apply unless the context requires otherwise.
a. The singular includes the plural and conversely.
b. Where a word or phrase is defined, its other grammatical forms have a corresponding meaning.
c. A reference to “writing” includes electronic transmissions like facsimile, email and any means of reproducing words in a tangible and permanently visible form.
9.1. No delay in enforcing any provision of these Terms for Lockers shall be construed to be a waiver of any rights under that Clause.
9.2. Any notice that Pick intends to give to the User may be carried out by sending such notice to the contact information that the User may have provided with through the Website or otherwise. The User is deemed to have received notice of the same upon Pick posting and/or sending such notice to the User as stated above.