1. Our service commitment
PT ALEXA INTL provides international trading and supply-chain services across six verticals - agricultural commodities, energy & petroleum, construction materials, logistics & supply chain, hospitality and technology & digital solutions. This Service Policy describes the standards we commit to, the obligations expected of customers and the operational framework within which our services are delivered. It is issued under Law No. 7 of 2014 on Trade, Law No. 17 of 2008 on Shipping, Law No. 22 of 2009 on Road Traffic and Transport, and applicable trade and customs regulations.
2. Service-level commitments
Our standard commitments are: (i) quotation response within two (2) working hours for shipments under one (1) container-equivalent and within one (1) working day for project cargo; (ii) booking confirmation within four (4) working hours of receipt of complete instructions and payment terms; (iii) on-time milestone updates via the FreightConnects tracking portal for every booking; and (iv) a named coordinator per customer account for any contract exceeding USD 50,000 of annualised spend. Specific transit times depend on routing, carrier capacity and customs clearance and are confirmed at quotation stage.
3. Scope of services
Services include but are not limited to: import / export brokerage, freight forwarding (air, sea, land, express), warehousing (bonded and general), distribution, customs assistance, drop-shipping fulfilment, project cargo and chartering, trade consulting, and the FreightConnects, Tracking Management System (TMS) and Logistics ERP digital products. Each engagement is recorded in a signed quotation or service order that defines the precise scope, pricing, Incoterm and timeline.
4. Customer obligations
To enable us to perform, the customer agrees to: (a) provide complete, accurate and truthful information about cargo nature, value, HS code, hazardous classification and destination; (b) supply original or certified copies of required documentation (commercial invoice, packing list, certificate of origin, phytosanitary, MSDS, BL/AWB instructions) within agreed cut-offs; (c) pay invoices in accordance with agreed terms; (d) comply with all applicable export-control, sanctions and anti-bribery laws; and (e) notify the Company promptly of any change in shipping instructions, consignee details or regulatory status.
5. Pricing and currency
Quoted prices are valid for the period stated on the quotation (typically seven (7) calendar days) and are based on the costs prevailing at the date of issue. Quotations are exclusive of Indonesian VAT (PPN) unless otherwise stated, and may be revised in the event of carrier general-rate increases, currency volatility exceeding ±5%, fuel surcharges, port congestion or regulatory changes outside the Company's control. Cross-border invoices are typically issued in USD; domestic invoices in IDR.
6. Use of subcontractors
The Company may engage carriers, port operators, terminal handlers, customs brokers and other subcontractors to deliver services. Subcontractors are appointed on the customer's behalf under the prevailing terms of the relevant carrier or operator (including liability limits under the Hague-Visby Rules, the Montreal Convention, the CMR Convention or the equivalent Indonesian shipping regulations). Where the Company acts as agent, its liability is limited to acting with reasonable care in such appointment.
7. Limitation of liability
Save for cases of wilful misconduct or gross negligence, the Company's aggregate liability for any one event or series of connected events shall not exceed the lesser of (i) the freight or service charges actually paid for the affected service, or (ii) two (2) Special Drawing Rights (SDR) per kilogram of gross weight of cargo lost or damaged, in line with prevailing international carriage conventions. All-risk cargo insurance covering at least 110% of CIF value is strongly recommended for every shipment.
8. Suspension and termination
The Company reserves the right to suspend or terminate services, with prior written notice where reasonably possible, in the event of: non-payment of undisputed invoices; misrepresentation of cargo or counterparty; sanctions or watchlist findings; suspected fraud or money-laundering; or any breach of these Terms that is not cured within seven (7) calendar days of written notice.
9. Service complaints
Service complaints should be lodged in writing within seven (7) calendar days of the event, addressed to info@ptalexa.com and citing the booking reference. The Company will acknowledge within two (2) working days and provide a substantive response within ten (10) working days.
Governing law & jurisdiction
This document is governed by and construed in accordance with the laws of the Republic of Indonesia. Any dispute arising out of or in connection with this document shall first be resolved through good-faith consultation. Failing amicable settlement within thirty (30) calendar days, the dispute shall be referred to the Indonesian National Board of Arbitration (Badan Arbitrase Nasional Indonesia / BANI) in Jakarta under its prevailing rules, or - at the Company's election - to the competent District Court (Pengadilan Negeri) in the jurisdiction of the Company's registered office.
Contact the Legal Office
For questions, requests or notices relating to this document, contact PT ALEXA INTL - Jl. Jabon Raya No.1, RT.5/RW.2, Bedahan, Kec. Sawangan, Kota Depok, Jawa Barat 16519, Indonesia. Email info@ptalexa.com · Phone +62 852-1205-0008 · Office line 021-8908-2007 (Mon – Fri, 09:00 – 17:00 WIB).