About these terms
These terms apply to the delivery service that Thunder (“Thunder”, “we”) provides in Sarajevo, Bosnia and Herzegovina, and to the Thunder mobile app, the merchant dashboard, the merchant API, the parcel tracking page and this website.
By creating an account, sending an order or using our apps you accept these terms. Where a merchant has a written agreement or a price list of its own with Thunder, that applies first and these terms cover the rest. Couriers also have an employment or freelance agreement with Thunder, which applies first.
Our privacy policy explains how we handle personal data.
Accounts
- Merchants sign up with a mobile number and a one-time code. We check each new account before it can send orders or top up.
- Courier accounts are opened by Thunder, after an application is approved.
- Give us true and up-to-date details, including your business details, addresses and bank account.
- Keep your codes, password and API keys secret. You are responsible for what is done with your account, including by your staff.
- We may suspend or close an account that breaks these terms, is used for fraud or misuse, or leaves amounts owed unpaid.
Sending parcels
- Give the recipient’s correct name, phone number, address and map pin, a true description of the parcel, and the right cash-on-delivery amount.
- Pack each parcel so it survives normal handling, and attach the Thunder label.
Do not send anything the law does not allow, nor weapons, ammunition, explosives, flammable or otherwise dangerous materials, drugs or live animals. Thunder may refuse, stop or return a parcel that breaks these rules, at the merchant’s cost.
Delivery, failed attempts and returns
- The delivery times we show are estimates. We work to deliver the same day, but traffic, weather and other events can delay a parcel.
- If a delivery fails, for example because the recipient is not there or does not pay the cash on delivery, the courier records the reason. Our team then decides with the merchant whether to try again or to return the parcel.
- After the maximum number of attempts the parcel is returned to the pickup branch. A return is charged by the merchant’s price list.
- An order can be cancelled free of charge until a courier picks it up. After pickup it can no longer be cancelled, only returned.
Prices, wallet and invoices
- Delivery fees follow the merchant’s price list: the vehicle, the distance, the monthly volume tier, the cash-on-delivery fee, any bad-weather surcharge, and PDV where it applies. You see the full price before you confirm an order, and each order keeps the price it was quoted.
- The fee is charged when an order is delivered or returned. An order cancelled before pickup is free.
- Fees come out of the merchant’s Thunder balance, which you top up by card or bank transfer; a bank transfer counts once our finance team has confirmed it. Cash on delivery credited to you adds to the same balance.
- Merchants receive one invoice a month for Thunder’s fees.
Cash on delivery
- Couriers collect cash on delivery (otkupnina) from the recipient on the merchant’s behalf, up to 5,000.00 KM per order. The money belongs to the merchant.
- The merchant is the seller of the goods and issues the fiscal receipt or invoice for them. Thunder charges only its cash-on-delivery fee.
- Cash on delivery is credited to the merchant’s balance when the parcel is delivered, and paid out only to the merchant’s registered bank account: every Wednesday once the balance reaches 20.00 KM, or when the merchant asks for a payout.
Lost or damaged parcels
Tell us straight away if a parcel is lost or arrives damaged. We look into every claim, and when Thunder is responsible we compensate the merchant with a credit to their Thunder balance.
Thunder is not responsible for damage caused by poor packing, for goods that do not match their description, for items sent against these terms, or for delays caused by events outside our control, such as severe weather, road closures or accidents.
For couriers
- Your employment or freelance agreement sets out your pay and working terms; these terms add the rules of the app.
- Keep your documents valid and up to date, and follow the traffic laws.
- Hand in the cash you collect as the app asks: above your cash limit you get no new cash-on-delivery offers until you deposit.
- Use recipients’ details only to deliver their parcel, and keep them confidential.
Merchant API and webhooks
Keep your API keys secret and use the API only for your own orders. We may limit how many requests you send, and we switch off a webhook address that keeps failing and let you know.
Fair use
Do not misuse our apps, website or API: do not try to reach other people’s data, disrupt the service, or harass couriers, recipients or our staff. Ratings and comments must be honest and respectful, and we may hide comments that are abusive.
Service area and availability
Thunder delivers in the municipalities shown on this website. We may pause a vehicle type, an area or the service, for example in severe weather, and old versions of the app may stop working until they are updated. We work to keep the service running, but cannot promise it will never be interrupted.
Closing your account
You can ask us to close your account at any time; the delete-account page explains how. Before it is closed, open orders must be finished, the merchant’s balance paid out and any amount owed settled, and couriers must hand in any cash they hold.
Law and disputes
These terms are governed by the law of Bosnia and Herzegovina. If something goes wrong, contact us first and we will try to resolve it together. If we cannot, the competent court in Sarajevo decides.
Changes to these terms
When we change these terms we publish the new version on this page with its date, and tell merchants and couriers about important changes in the app before they apply. Using Thunder after a change means you accept the new terms.
How to reach us
Questions about this page or your personal data? Contact Thunder:
- Company
- Thunder
- Address
- 71000 Sarajevo, Bosna i Hercegovina
- info@thunder.co