Identify. Understand.
Respond.

1. Definitions

• Customer: the person or company that requests or uses our services, and anyone acting on their behalf, including the shipper, consignee and owner of the Goods.
• Goods: the cargo, containers, vehicles, packaging and documents we handle for the Customer.
• Services: everything we do for the Customer, including freight forwarding, shipping agency, customs clearance, transport, warehousing, charter, marine and related services.
• Subcontractor: any carrier, shipping line, airline, trucking company, warehouse, port, terminal, agent or other party we engage to perform the Services.
• SDR: the Special Drawing Right as defined by the International Monetary Fund.

2. Application

These Terms apply to all Services unless a separate written agreement signed by both parties says otherwise. Where it does, the signed agreement prevails to the extent of any difference. Terms printed on the Customer's purchase orders or correspondence do not apply unless we accept them in writing.

Where we issue our own transport document, or where an international convention or compulsory law applies to part of the carriage, that document or law governs that part, and these Terms apply to everything else.

3. Quotations and charges

• Quotations are based on the information the Customer provides and on rates, exchange rates and conditions on the date of quotation. They are valid for the period stated, or 7 days if no period is stated.
• Quotations do not include customs duties, VAT, taxes, inspection fees, storage, demurrage, detention, waiting time or other charges unless they are listed.
• We may revise charges if the cargo details differ from those given, if carriers or authorities change their rates or surcharges, or if the Goods are delayed for reasons outside our control.
• Freight and charges are earned when the Goods are received for shipment, and are payable whether or not the Goods are lost, damaged or delayed.

4. The Customer's responsibilities

The Customer confirms that:

• the description, weight, measurements, quantity, value, HS code and origin of the Goods, and all other information given to us, are complete and accurate;
• the Goods are properly packed, marked and labelled for the intended transport and handling;
• all licences, permits, certificates and approvals needed for the Goods have been obtained;
• the Goods, the parties and the transaction comply with all applicable laws, including export controls and sanctions;
• the Customer owns the Goods or is authorised by their owner to accept these Terms.

The Customer is responsible for any cost, fine, penalty, delay or loss arising from inaccurate or incomplete information or documents.

5. Dangerous, restricted and prohibited goods

The Customer must declare in writing, before we accept them, any Goods that are dangerous, hazardous, perishable, temperature-controlled, valuable or restricted, and must supply the correct documents, including a dangerous goods declaration and safety data sheet. We may refuse such Goods. If undeclared dangerous Goods are found, we may unload, store, return or destroy them at the Customer's cost and without liability to the Customer.

6. How we perform the Services

• Unless we issue our own transport document as carrier, we act as agent for the Customer in arranging carriage and related services with Subcontractors, and their own terms apply to the services they perform.
• We may choose or change the route, carrier, mode of transport and method of handling, consolidation or storage, acting reasonably in the Customer's interest.
• Departure, transit and arrival times are estimates. We do not guarantee that Goods will arrive by a particular date unless we agree so expressly in writing.
• We may accept instructions by email, phone or messaging services. The Customer is responsible for instructions sent from its known contacts.

7. Customs clearance

When we clear Goods through customs, we act on the Customer's behalf and on the information and documents the Customer provides. The Customer is the importer or exporter of record and is responsible for all duties, taxes, deposits, fines and penalties, including any later assessed by customs. Where we pay these on the Customer's behalf, they are repaid to us on demand, with any associated charges.

8. Warehousing

Goods in our warehouses are stored under these Terms and any warehouse agreement. Storage charges continue until the Goods are collected and all charges are paid. If Goods are not collected within 30 days of our written notice, we may sell or dispose of them to recover our charges, and account to the Customer for any balance.

9. Insurance

We do not insure the Goods unless the Customer asks us in writing to arrange cargo insurance, states the value to be insured, and pays the premium. Insurance we arrange is subject to the insurer's policy terms, and claims are made against the insurer. We strongly recommend cargo insurance for every shipment.

10. Our liability

We take care in performing the Services. Our liability is limited as follows, except where a mandatory law or international convention sets a different limit:

• We are liable only for loss or damage caused by our own negligence or that of our employees.
• Our liability for loss of or damage to Goods is limited to SDR 2 per kilogram of the gross weight of the Goods lost or damaged, and to SDR 75,000 for any one event, unless a higher value has been declared and agreed in writing and the related charge paid.
• Our liability for delay, and for any other loss, is limited to the amount of our charges for the Service concerned.
• We are not liable for indirect or consequential loss, including loss of profit, income, market or business.
• We are not liable for loss or damage arising from the Customer's acts or omissions, the nature of the Goods, insufficient packing or marking, acts of authorities, strikes, war, piracy, extreme weather or other causes we could not reasonably avoid.

11. Claims and time limits

• Visible loss or damage must be noted on the delivery receipt and notified to us in writing at delivery. Loss or damage that is not visible must be notified in writing within 7 days of delivery.
• Delay must be notified in writing within 14 days of delivery.
• We are released from all liability unless legal proceedings are started within 9 months of the date the Goods were, or should have been, delivered, or of the event giving rise to the claim.

12. Payment

• Payment is due on the date stated on our invoice, or before release of the Goods or documents for customers without an approved credit account. Credit terms apply only when approved under our Credit Policy.
• All amounts are payable in full, without deduction or set-off, into the bank account shown on our official invoice. See Payment of the Company's Remuneration.
• Charges are in UAE dirhams unless agreed otherwise. VAT is charged where applicable.
• If payment is late, we may suspend Services, charge reasonable collection costs and exercise our lien.

13. Lien

We have a general lien over all Goods and documents in our possession for all amounts the Customer owes us, on this or any other transaction. If amounts remain unpaid for 30 days after written notice, we may sell the Goods by auction or private sale, at the Customer's cost, and apply the proceeds to the amount owed.

14. Indemnity

The Customer will indemnify us against all claims, costs, fines, penalties and liabilities that arise from the Goods, from information or documents the Customer supplies, or from the Customer breaching these Terms, including claims by Subcontractors or authorities.

15. Events outside our control

We are not responsible for failure or delay caused by events outside our reasonable control, including natural events, epidemics, war, terrorism, piracy, sanctions, port or airport closures, congestion, strikes, government action and failures of carriers or utilities. Additional costs caused by such events are payable by the Customer.

16. Confidentiality and data

We keep the Customer's commercial information confidential and use it only to perform the Services and meet our legal obligations, as described in our Privacy Policy. The Customer agrees that we may share information with Subcontractors and authorities as needed to perform the Services.

17. Governing law

These Terms and all Services are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. The courts of Dubai have exclusive jurisdiction, unless we choose to bring proceedings where the Customer is located.

18. General

• If any part of these Terms is found invalid, the rest remains in force.
• A failure or delay by us in enforcing any right is not a waiver of it.
• We may update these Terms. The version published on this website on the date of our quotation or booking applies.
• For a signed copy, or questions about how these Terms apply to your shipment, email compliance@jwmarine.org.

1. Who we are

JW Marine & Freight LLC is responsible for the personal information described in this policy. Our head office is at Office 906, 9th Floor, Saheel Tower 2, Al Nahda 1, Al Qusais, Dubai, United Arab Emirates. For any privacy question or request, contact our compliance team at compliance@jwmarine.org.

2. Information we collect

We collect only what we need to respond to you and provide our services:

• Contact details: name, job title, company, email address, phone and WhatsApp number, and address.
• Shipment information: shipper and consignee details, cargo descriptions, commercial invoices, packing lists, permits, and the identity documents that customs and other authorities require.
• Vendor information: company and representative details, trade licence, VAT certificate and bank details submitted through our vendor registration form.
• Job applications: the CV and details you send to our HR team.
• Website data: our web server records technical information about each request, such as IP address, browser type, pages requested and time, for security and to keep the site working.

We do not knowingly collect sensitive personal data, such as health or religious information, unless an authority requires it for a specific service and you provide it for that purpose.

3. How we use it

• To answer enquiries and prepare quotations.
• To arrange and carry out the services you request, including shipping, customs clearance, transport, warehousing and charter.
• To meet our legal obligations, including customs, tax, accounting and anti-money-laundering requirements.
• To register and pay suppliers, and to manage our relationship with customers and vendors.
• To assess job applications.
• To keep our website and systems secure and working properly.
• To send you service updates and, where you have agreed or are an existing customer, information about our services. You can opt out at any time.

We use personal information because it is needed to perform a contract with you or take steps you ask for, because the law requires it, because of our legitimate interest in running our business, or with your consent.

4. Who we share it with

We share personal information only as needed for the purposes above, with:

• shipping lines, airlines, trucking companies, ports, terminals, warehouses and overseas agents that perform part of your shipment;
• customs, free zone, port and other government authorities, and the trade portals they use;
• insurers, banks and payment providers, when needed;
• our related companies, where they help deliver a service to you;
• IT and communication providers that host our website and email, under appropriate confidentiality terms;
• professional advisers, and authorities or courts where the law requires it.

We do not sell personal information.

5. International transfers

Shipping is international, so your information may be sent to countries outside the UAE, for example to the carrier and agent at the destination of your cargo. We transfer information only as needed for the service, and take reasonable steps to make sure it is protected.

6. How long we keep it

• Shipment, customs and accounting records: for at least the period required by UAE law, generally five years or longer after the transaction.
• Enquiries that do not lead to a service: up to two years.
• Vendor records: while you are an active supplier and for the legally required period afterwards.
• Job applications: up to one year, unless you ask us to delete them sooner.
• Web server logs: a limited period set by our hosting provider, for security purposes.

7. How we protect it

We use access controls, secure email and hosting, encrypted connections (HTTPS) and staff confidentiality obligations to protect personal information. Documents submitted through our vendor registration form are emailed to our accounts team and are not stored on the website. No system is completely secure, so please send documents only through the channels we provide.

8. Your rights

Subject to the law, you can ask us to:

• confirm whether we hold personal information about you and give you a copy;
• correct information that is inaccurate or incomplete;
• delete information we no longer need or have no legal basis to keep;
• restrict or object to certain uses, including marketing;
• provide your information in a commonly used format;
• withdraw consent you have given, without affecting earlier use.

Email compliance@jwmarine.org. We may need to verify your identity, and we will reply within the time the law allows. Some information must be kept to meet legal obligations even if you ask us to delete it.

9. Links to other websites

Our website links to other sites, such as the cargo tracking tool provided by SeaRates, shipping-line websites and our social media pages. Their own privacy policies apply when you visit them.

10. Changes to this policy

We may update this policy. The current version is always published here with the date it was last updated. If you have a concern about how we handle your information, contact compliance@jwmarine.org first so we can try to resolve it. You may also complain to the UAE Data Office.

1. What cookies are

Cookies are small text files a website stores in your browser to remember information about you, such as your preferences or what you did on an earlier visit. Similar technologies include local storage and tracking pixels.

2. Cookies on this website

The JW Marine website does not set any cookies, and does not use local storage, session storage, tracking pixels, advertising networks or analytics tools. You do not need to accept anything to use the site, which is why we do not show a cookie banner.

3. Content loaded from other providers

To display the site, your browser loads some content directly from other providers. They receive your IP address and browser details as part of the normal web request, and their own privacy policies apply:

• Google Fonts (fonts.googleapis.com and fonts.gstatic.com): the Montserrat typeface.
• Unsplash (images.unsplash.com): some photographs on our service pages.
• jsDelivr (cdn.jsdelivr.net): open-source scripts used for animations and charts.
• OpenStreetMap (tile.openstreetmap.org): map images on our port information pages.

We do not ask these providers to set cookies, and we do not receive any information from them about you.

4. Links and buttons to other services

When you choose to use them, some links take you to other services: WhatsApp, LinkedIn, Facebook, X, our SeaRates cargo tracking tool and shipping-line websites. These services may set their own cookies once you are on their sites, under their own policies.

5. Forms

Most enquiry and quote forms open your own email app with the details you entered, so we receive only what you choose to send. The vendor registration form can also be submitted online: your details and documents are emailed to our accounts team and are not stored on the website. Neither uses cookies.

6. Managing cookies

You can block or delete cookies in your browser settings at any time. Because this site does not use cookies, doing so will not affect how it works.

7. Changes

If we ever add cookies or analytics, we will update this policy first and, where the law requires, ask for your consent. Questions: compliance@jwmarine.org.

1. Who the Code applies to

The Code applies to everyone who works for or on behalf of JW Marine & Freight LLC and its branches, wherever they are. We also expect our suppliers, subcontractors and agents to meet the same standards; vendors confirm this when they register with us.

2. Acting with integrity

• Be honest and accurate in everything we say and write, including quotations, invoices, customs declarations and shipment documents.
• Never falsify, back-date or alter a document, or help anyone else to do so.
• Never misdeclare cargo, its value, origin or classification to reduce duty, avoid controls or for any other reason.
• Keep promises, and tell customers early and honestly when something goes wrong.

3. Complying with the law

We follow the laws of every country we work in, including customs, port, maritime, aviation, transport, employment, tax, competition, data protection and anti-money-laundering laws. We screen parties and cargo against applicable sanctions and export controls and do not handle shipments that would break them. Where the law and this Code differ, we follow the stricter standard.

4. Bribery and corruption

We do not offer, pay, request or accept bribes or improper payments, including small “facilitation” payments to speed up routine official actions. Our full rules are in our Anti-Bribery Policy.

5. Conflicts of interest

Employees must avoid situations where their personal interests, or those of family and friends, could conflict with JW Marine's interests or influence their judgement, for example holding an interest in a supplier or customer, or working for a competitor. Any potential conflict must be declared to management in writing, and vendors must declare any relationship with our employees when registering.

6. Gifts and hospitality

Modest, occasional gifts and hospitality can build good relationships, but must never influence, or appear to influence, a business decision. Cash or cash equivalents are never acceptable. Anything beyond a token value must be approved and recorded.

7. Fair competition

We compete on service, price and quality. We do not agree prices, divide customers or markets, or share commercially sensitive information with competitors.

8. Confidentiality and information

Customer, cargo and commercial information is confidential. We use it only for the purpose it was given, protect it, and share it only with those who need it to do their work. Personal information is handled in line with our Privacy Policy.

9. Respect at work

• Treat colleagues, customers, seafarers, drivers and partners with dignity and respect.
• No discrimination on the basis of nationality, race, religion, gender, age, disability or any other personal characteristic.
• No harassment, bullying, threats or abuse of any kind.
• Fair wages, lawful working hours and freedom from forced or child labour, for our own people and throughout our supply chain.

10. Health, safety and the environment

Safety comes before speed. Everyone must follow our Health & Safety Policy, stop work that is unsafe, and report incidents and near misses. We work to reduce the environmental impact of our operations, including fuel, waste and emissions.

11. Company assets

Company property, systems, funds and time are used for legitimate business purposes only, and protected against loss, damage and misuse. Records are complete, accurate and kept as the law requires.

12. Raising concerns

Anyone who suspects a breach of this Code, the law or our policies should report it to their manager or, in confidence, to compliance@jwmarine.org. Reports made in good faith are protected: we do not tolerate retaliation against anyone who raises a concern. Every report is reviewed, and breaches can lead to disciplinary action, including dismissal, or to ending a business relationship.

1. Our commitment

• Understand each customer's requirements and deliver services that meet them, every time.
• Give accurate, timely and honest information about services, costs and the status of every shipment.
• Comply with all legal, regulatory and contractual requirements.
• Set measurable quality objectives, review our performance against them and improve continually.

2. How we deliver quality

• Clear procedures: documented processes for quotation, booking, documentation, customs clearance, handling, warehousing and delivery, with checks at each handover.
• Competent people: recruitment, induction and ongoing training so every team member understands their role and the standard expected.
• Document control: shipment documents and customs declarations checked before submission, to prevent errors, delays and penalties.
• Proactive communication: one point of contact for each customer and early notice of any issue, with the options to resolve it.
• Chosen partners: carriers, agents and suppliers selected and reviewed for reliability, safety, compliance and service.

3. Measuring performance

We monitor measures that matter to our customers, including on-time performance, documentation accuracy, customs clearance time, cargo condition on delivery, response time and complaints. Management reviews these results regularly and sets actions where we fall short.

4. Feedback and complaints

We welcome feedback. Complaints are logged, investigated and answered, and the root cause is corrected so the same problem does not happen again. To give feedback or make a complaint, speak to your JW Marine contact, use our contact page or email compliance@jwmarine.org.

5. Continual improvement

We use incidents, audits, customer feedback and new technology to improve the way we work. This policy is reviewed by management at least once a year and communicated to all employees.

1. Our objectives

• Provide safe places of work and healthy working environments for our employees, contractors, visitors and users of our facilities.
• Make health, safety and environmental protection an integral part of management duties, and educate all employees in them.
• Provide the information, instruction, training and supervision needed for everyone to work safely and to understand their responsibility to prevent injury to themselves and others.
• Comply with all laws and regulations on occupational health and safety, and with the safety rules of the ports, terminals, airports and vessels where we work.
• Apply safe practices for the use, handling, storage and transport of materials, including dangerous goods, and prevent discharges and emissions that could harm the environment.
• Aim for zero harm: no injuries, no occupational illness and no environmental incidents.

2. Responsibilities

• Management provides the resources, equipment, training and procedures needed to work safely, and leads by example.
• Supervisors make sure work is planned, risks are assessed and controls are in place before work starts.
• Every employee takes reasonable care of their own health and safety and that of others affected by their work, follows procedures, uses the protective equipment provided and reports hazards and incidents.
• Contractors and subcontractors meet our safety standards and the rules of the site where they work.

3. How we manage risk

• Risk assessments for our activities, including cargo handling, lifting, warehousing, driving, working at height, confined spaces, heat and work on board vessels.
• Safe systems of work and permits for higher-risk activities.
• Correct personal protective equipment, maintained and used properly.
• Equipment and vehicles inspected and maintained, and operated only by trained, authorised people.
• Dangerous goods handled, packed, labelled and documented according to the IMDG Code, IATA Dangerous Goods Regulations and local rules.
• Heat-stress precautions, including the UAE midday work break in summer, drinking water, shade and rest.

4. Stop work authority

Everyone has the right and the duty to stop any work they believe is unsafe, without fear of blame. Work restarts only when the hazard has been controlled.

5. Incidents and emergencies

All accidents, injuries, near misses and dangerous occurrences are reported immediately, investigated to find the cause, and followed by corrective action. Every site has emergency procedures, first-aid provision and trained people, and we practise our response.

6. Health and welfare

We provide clean, safe facilities, reasonable working hours and rest, and support for employees' physical and mental well-being.

7. Review

This policy is reviewed at least once a year, and after any significant incident or change to our operations, and is communicated to all employees and contractors.

1. What is prohibited

• Offering, promising, giving, requesting or accepting any payment, gift, hospitality, favour or other advantage intended to improperly influence a business decision or the performance of a duty.
• Bribing public officials, including customs, port, free zone, immigration, police and other government officers, or employees of state-owned companies.
• Facilitation payments: small unofficial payments to speed up or secure routine official actions, such as cargo release or inspections. These are bribes and are prohibited, even where they are common practice.
• Using agents, family members or other third parties to make or receive any of the payments above.

Bribery is a serious crime under UAE law, including the Crimes and Penalties Law (Federal Decree-Law No. 31 of 2021), and under the laws of many countries where our partners operate.

2. Official fees

Only official, published fees and charges are paid to authorities, against an official receipt, and recorded accurately. If anyone asks for an unofficial payment, refuse politely, report it to your manager and the compliance team, and record what happened. The only exception is where a payment is demanded under threat to someone's safety or liberty; in that case, protect the person first and report it immediately afterwards.

3. Gifts and hospitality

• Gifts and hospitality must be modest, occasional, given openly and never linked to a decision, tender or official action.
• Cash, vouchers or other cash equivalents must never be given or accepted.
• Nothing may be given to a public official without prior approval from management.
• Anything beyond a token value, given or received, must be approved and recorded.

4. Agents, suppliers and partners

We choose agents, subcontractors and suppliers carefully, check their reputation, and pay them only for genuine services at fair market rates, against proper invoices. They are expected to follow this policy, and we may end any relationship where bribery is suspected.

5. Donations and sponsorships

We do not make political donations. Charitable donations and sponsorships must be approved by management, made openly to legitimate organisations, and never used to obtain a business advantage.

6. Accurate records

All payments and expenses are recorded completely and accurately in our books. No unrecorded accounts or funds are allowed, and no payment may be disguised or mislabelled.

7. Reporting concerns

Report any request for a bribe, or any suspicion of bribery, to your manager or in confidence to compliance@jwmarine.org. Reports made in good faith are protected, and we do not tolerate retaliation. Breaches of this policy lead to disciplinary action, which can include dismissal and referral to the authorities.

1. Our invoices

• Invoices are issued by JW Marine & Freight LLC on our letterhead, show our VAT registration number and refer to your job or shipment reference.
• Invoices are sent from an @jwmarine.org email address, or handed over by your known JW Marine contact.
• Charges, payment terms and payment methods are as set out in your quotation and our Standard Terms & Conditions.

2. How to pay

• Pay only into the JW Marine bank account printed on our official invoice. All company bank accounts are in the name of JW Marine.
• Bank transfer is our preferred method. Cheques, where accepted, must be made payable to JW Marine & Freight LLC.
• Cash payments are accepted only at our offices against an official, numbered receipt. Never pay cash to a driver, agent or other individual unless we have confirmed it in writing in advance.
• Quote the invoice number with every payment, and send the payment advice to your JW Marine contact or accounts@jwmarine.org.

3. Change of bank details

We will never change our bank details by email alone. If you receive any message saying our bank details have changed, or asking you to pay into a different account, even if it appears to come from a JW Marine address:

1. do not make the payment;
2. call your JW Marine contact on a phone number you already know, not one given in the message;
3. report it to accounts@jwmarine.org and compliance@jwmarine.org.

We are not responsible for payments made into an account that is not shown on our official invoice.

4. Our staff and agents

Our employees and agents are not authorised to ask you to pay into a personal account, to pay them directly, or to accept payments other than as described in this policy. If anyone asks you to do so, please report it to us.

5. Payments to suppliers

We pay our own suppliers only into the bank account confirmed through our vendor registration process. Changes to a supplier's bank details must be requested on company letterhead and are verified by phone with the supplier's known contact before they are applied. Supplier payment questions: accounts@jwmarine.org.

6. Learn more

Our guide to avoiding freight and shipping fraud explains the most common scams and how to spot them.

1. Who can apply

Credit accounts are available to registered companies with a valid trade licence and a regular volume of business with us. New customers normally trade on a cash or advance-payment basis for their first shipments while the credit application is reviewed.

2. How to apply

Ask your JW Marine contact for a credit application form, and return it with:

• a copy of your trade licence and VAT registration certificate;
• the passport and ID of the authorised signatory or owner;
• company contact details and the people authorised to approve shipments and payments;
• an outline of your expected monthly volumes and services;
• trade references and, where requested, recent bank statements or financial statements.

We may also ask for a security cheque, bank guarantee or personal guarantee before approving a limit.

3. Approval

We review each application and agree the credit limit and payment period in writing. Credit terms apply only from the date of that written approval and only to the account named in it. We may decline an application without giving reasons.

4. Using the account

• The outstanding balance must stay within the approved credit limit. Shipments that would exceed it may need payment in advance.
• Invoices are payable in full by the due date shown, without deduction or set-off.
• Customs duties, VAT, deposits and other disbursements paid on your behalf may be payable immediately, as they are outside the credit terms unless agreed otherwise.
• Statements of account are sent monthly. Please raise any query within 7 days, and pay the undisputed amount on time.

5. Late payment

If payment is late, we may put the account on hold, withdraw or reduce the credit limit, require payment in advance for new shipments, charge reasonable collection costs and exercise our lien over goods and documents under our Standard Terms & Conditions. Security cheques or guarantees may be presented for unpaid amounts.

6. Review

Credit limits and terms are reviewed regularly against payment history and volumes, and may be increased, reduced or withdrawn on written notice.

7. Contact

Credit and account questions: accounts@jwmarine.org. Read more about our credit facility for clients.