Platform Supplementary Protection Service Terms and Conditions | TT Poke

These Terms and Conditions govern the Platform Supplementary Protection Service (the "Platform Supplementary Protection") that TT Poke ("the Platform") makes available at checkout when a user opts in to add SF Express's official Insured Service (保價服務) on the parcel. The Platform Supplementary Protection is a top-up that supplements, and is contingent on, SF Express's Insured Service. By purchasing the Platform Supplementary Protection, you confirm that you have read, understood, and agreed to these Terms and Conditions.

1. The Platform Supplementary Protection is a value-added service offered by TT Poke to buyers and/or sellers (collectively the "User") who, at checkout, opt in to add SF Express's official Insured Service on a parcel via the Platform. The Platform's compensation responsibility shall be governed by these Terms and Conditions. SF Express's own responsibility continues to be governed by the SF Express Waybill Terms and Conditions and the SF Express Insured Service Terms and Conditions.

2. The Platform Supplementary Protection takes effect at the moment SF Express collects the parcel and ends when the SF Express delivery service is concluded. Once purchased, the User may not partially or fully refund or terminate the Platform Supplementary Protection mid-shipment. If the User cancels, suspends, or terminates the SF Express delivery service, the Platform Supplementary Protection fee is non-refundable; if the fee has not yet been paid, the User remains liable for it.

3. If a parcel covered by the Platform Supplementary Protection is, for any reason, returned to the sender, then unless the sender expressly states before the return that the Platform Supplementary Protection should not apply, the protection shall be deemed to apply to the return shipment as well, and the sender shall separately bear the Platform Supplementary Protection fee for that return shipment.

4. The Platform reserves absolute discretion over whether to offer or to withdraw the Platform Supplementary Protection at any time. Where the Platform withdraws the service, the Platform shall refund the corresponding Platform Supplementary Protection fee (without interest) within 2 working days.

5. The Platform Supplementary Protection does not apply to items in the following categories (which mirror the categories excluded by SF Express under its Insured Service Terms):

5.1 Items that are unsafe or unlawful to ship;
5.2 Fragile items, including those made of glass, ceramic, plaster, crystal, or similar materials;
5.3 Items that do not store well, including but not limited to any food product;
5.4 Items prone to rust, used equipment, already-damaged goods, or items whose value cannot be reliably established;
5.5 Items without suitable outer packaging — parcel-class items must be packed in a cardboard box;

5.6 Items whose declared value exceeds the SF Express Insured Service value caps applicable to the route, including:

1) For shipments from Hong Kong/Macau to Mainland China, Hong Kong, Macau or Taiwan: declared value must not exceed HKD/MOP 1,000,000;
2) For international shipments from Hong Kong/Macau: declared value must not exceed HKD/MOP 500,000;
3) For document-class shipments (including but not limited to ID cards, passports, certificates, bills, approvals, and files) from Hong Kong/Macau to Mainland China, Hong Kong, Macau or Taiwan, the declared value must be based on re-application or replacement cost and is capped at HKD/MOP 2,000;
4) For document-class shipments from Hong Kong/Macau to international destinations, the declared value must be based on re-application or replacement cost and is capped at HKD/MOP 3,000;
5) Where SF Express sets different declared-value caps for specific item types within the above ranges, those caps shall also apply to the Platform Supplementary Protection.

6. Claim Rules

6.1 Required claim materials. The Platform may at any time require, and the User shall provide, the following materials for review without misrepresentation, omission, or fabrication:

1) An accurate, true, and lawful commercial invoice for the parcel that matches the corresponding order record on the Platform;
2) Any other accurate, true, and lawful evidence the Platform may require, such as order records, transaction records, customs declarations, shipping records, and payment receipts;
3) The User shall ensure that the declared value matches the value shown on the invoice and supporting documents. If they differ, the lower value shall apply (the "Declared Value") for any Platform top-up.

6.2 Eligible claim scope. The Platform Supplementary Protection only covers partial or total loss of, or damage to, the parcel that occurs during SF Express transit, is directly caused by SF Express, and has been accepted by SF Express for compensation under its Insured Service Terms. Where these conditions are met, the Platform tops up the gap between SF Express's payout and the Declared Value. Any other case is not covered.

6.3 Claim procedure. The User submits a claim → SF Express assesses the case under its Insured Service Terms and pays out → after SF Express's payout decision is issued, the User submits SF Express's decision and the supporting materials to the Platform → the Platform determines the Declared Value and the proportion of actual loss/damage → the Platform issues an outcome (approve or reject) → if approved, the parties sign settlement documents and payment is arranged; otherwise the matter is closed.

6.4 Compensation standard:

1) Partial or total loss: the Platform tops up the gap between SF Express's payout and (Declared Value × proportion lost).
2) Damage: where the damage is repairable, the Platform tops up the repair cost above SF Express's payout, capped at the Declared Value; where the parcel is unrepairable, the Platform tops up the actual loss above SF Express's payout, capped at the Declared Value.
3) Notwithstanding the above, where the lost or damaged parcel is a document-class shipment (including but not limited to ID cards, passports, certificates, bills, approvals, and files), the Platform's top-up is limited to the cost of re-application or replacement, and in any event the total combined compensation (SF Express + Platform) shall not exceed the declared-value cap in clause 5.6(3) (HKD/MOP 2,000) or clause 5.6(4) (HKD/MOP 3,000), as applicable.

6.5 Exclusions. The Platform Supplementary Protection does not compensate for:

1) Any indirect loss or damage, including but not limited to alleged lost income, profits, interest, intended use, business opportunity, business value, or other consequential loss;
2) Direct or indirect loss caused by reasons outside SF Express's or the Platform's control, including but not limited to natural disasters (earthquake, cyclone, storm, flood, etc.), acts or omissions of customs and other government authorities (including the holding of goods), laws or regulations, riots, strikes or other labour disputes, civil unrest, failure or interruption of communications and information systems (including but not limited to those of SF Express or the Platform), any disruption to air or land transport networks, and the User's own acts or omissions (including the User providing insufficient information);
3) Any case where the User has misrepresented, falsely declared, forged, or provided untrue, inaccurate, or unlawful documents in respect of the parcel, or where the parcel falls within the categories excluded under clause 5; in such cases the Platform shall not compensate, and the Platform may withdraw the Platform Supplementary Protection at any time without refund. The User shall bear all related costs, including but not limited to round-trip freight, storage charges, insurance fees, transportation fees, and inbound warehouse fees;
4) Any case where SF Express rejects the corresponding claim under its Insured Service Terms. The Platform Supplementary Protection is contingent on SF Express's claim succeeding.

6.6 Time limits:

1) The User must submit a written claim to the Platform within 14 days of the SF Express delivery date or the date of any verbal or written notice of loss/damage, whichever is earlier. Notwithstanding the SF Express Waybill Terms, claims submitted after 14 days are deemed waived.
2) The Platform shall complete the top-up payout within 7 working days after both parties sign the settlement documents. Payment may be issued as TT Poke wallet credit or via bank transfer (Hong Kong/Macau bank accounts only), at the Platform's discretion.

7. The User hereby declares and confirms that the User shall not pursue the Platform for any direct or indirect loss or damage beyond the compensation standard set out in these Terms and Conditions.

8. Where the Platform pays out under the Platform Supplementary Protection, the corresponding portion of the title to the compensated parcel and any subrogated claim rights shall transfer to the Platform in proportion to the payout.

9. If any provision of these Terms and Conditions is held by any court or other competent authority to be wholly or partly invalid or unenforceable, the remaining provisions and the unaffected portions of the affected provision shall remain in effect.

10. The Platform reserves the right to amend these Terms and Conditions at any time without separate notice. Amendments take effect and become binding immediately upon publication on the TT Poke website.

11. Once purchased, these Terms and Conditions form a supplementary agreement to the TT Poke Commercial Terms and to the SF Express Insured Service Terms and Conditions. In the event of a conflict regarding the Platform's top-up obligations, these Terms and Conditions shall prevail; for matters not addressed here, the TT Poke Commercial Terms, the SF Express Waybill Terms and Conditions, and the SF Express Insured Service Terms and Conditions shall apply.

12. In the event of any discrepancy between the Chinese and English versions of these Terms and Conditions, the Chinese version shall prevail.

13. For any enquiries, please contact TT Poke customer service via WhatsApp at +852 6414 2825.

6. Claim Rules

6.1 Required claim materials. The Platform may at any time require, and the User shall provide, the following materials for review without misrepresentation, omission, or fabrication:

1) An accurate, true, and lawful commercial invoice for the parcel that matches the corresponding order record on the Platform;
2) Any other accurate, true, and lawful evidence the Platform may require, such as order records, transaction records, customs declarations, shipping records, and payment receipts;
3) The User shall ensure that the declared value matches the value shown on the invoice and supporting documents. If they differ, the lower value shall apply (the "Declared Value") for any Platform top-up.

6.4 Compensation standard:

1) Partial or total loss: the Platform tops up the gap between SF Express's payout and (Declared Value × proportion lost).
2) Damage: where the damage is repairable, the Platform tops up the repair cost above SF Express's payout, capped at the Declared Value; where the parcel is unrepairable, the Platform tops up the actual loss above SF Express's payout, capped at the Declared Value.
3) Notwithstanding the above, where the lost or damaged parcel is a document-class shipment (including but not limited to ID cards, passports, certificates, bills, approvals, and files), the Platform's top-up is limited to the cost of re-application or replacement, and in any event the total combined compensation (SF Express + Platform) shall not exceed the declared-value cap in clause 5.6(3) (HKD/MOP 2,000) or clause 5.6(4) (HKD/MOP 3,000), as applicable.

6.5 Exclusions. The Platform Supplementary Protection does not compensate for:

1) Any indirect loss or damage, including but not limited to alleged lost income, profits, interest, intended use, business opportunity, business value, or other consequential loss;
2) Direct or indirect loss caused by reasons outside SF Express's or the Platform's control, including but not limited to natural disasters (earthquake, cyclone, storm, flood, etc.), acts or omissions of customs and other government authorities (including the holding of goods), laws or regulations, riots, strikes or other labour disputes, civil unrest, failure or interruption of communications and information systems (including but not limited to those of SF Express or the Platform), any disruption to air or land transport networks, and the User's own acts or omissions (including the User providing insufficient information);
3) Any case where the User has misrepresented, falsely declared, forged, or provided untrue, inaccurate, or unlawful documents in respect of the parcel, or where the parcel falls within the categories excluded under clause 5; in such cases the Platform shall not compensate, and the Platform may withdraw the Platform Supplementary Protection at any time without refund. The User shall bear all related costs, including but not limited to round-trip freight, storage charges, insurance fees, transportation fees, and inbound warehouse fees;
4) Any case where SF Express rejects the corresponding claim under its Insured Service Terms. The Platform Supplementary Protection is contingent on SF Express's claim succeeding.

6.6 Time limits:

1) The User must submit a written claim to the Platform within 14 days of the SF Express delivery date or the date of any verbal or written notice of loss/damage, whichever is earlier. Notwithstanding the SF Express Waybill Terms, claims submitted after 14 days are deemed waived.
2) The Platform shall complete the top-up payout within 7 working days after both parties sign the settlement documents. Payment may be issued as TT Poke wallet credit or via bank transfer (Hong Kong/Macau bank accounts only), at the Platform's discretion.