Gross negligence

On the 01 st of March 2021 I was send a parcel from Durban to Mahikeng. However I have not received the parcel yet. I called the customer service and was informed that the package was delivered to the wrong address. I asked them to investigate and get to the bottom of it, the response I received was rather shocking.

They informed me that they can't trace the package and as per their terms of condition there is no insurance on shipments sent via their Dropbox services.

However it is stipulated in their terms that that it is not liable, except where the loss or damage was due to gross negligence of aramex, its servants or agents.

I feel this is not a valid excuse to disclaim liability for gross negligence from their side.