Terms and Conditions

1. General Terms

Terminology

The following definitions will be applicable throughout these Terms and Conditions:

• Shipment: a load of goods that are sent from one place to another consisting of one or more items.
• Item: element of a shipment, namely envelope, parcel, pallet or any other object appropriately packed for shipping.
• Stackable pallet: a pallet that can easily be stacked (with a flat surface so that another pallet can be placed on top of it) as opposed to a non-stackable pallet that cannot be stacked due to the shape, contents or packaging or the goods inside.
• Logistics provider: a company selected by Eurosender that offers logistics services or assigns them within its network (for example a carrier, a courier company, a freight forwarder and others).
• Logistics service: a service including but not limited to dispatching, transportation, delivery, warehousing, fulfilment and other services offered (but not rendered directly) by Eurosender.
• Business day: every day except for Saturdays, Sundays, national holidays and bank holidays in the countries of pick-up, transit or delivery of the shipment,
• Chargeable weight: the weight expressed in kilograms that is charged by the logistics provider. It may be the absolute (mass) weight of the item or the volumetric (dimensional) weight, whichever is greater.
• Volumetric weight: is the space the item occupies in relation to its volume calculated by applying the formula of the logistics provider assigned. It is based on the actual dimensions of the item.
• CMR: Convention on the Contract for the International Carriage of Goods by Road (Geneva, 19 May 1956).
• Warsaw convention: Convention for the Unification of Certain Rules Relating to International Carriage by Air, (Warsaw, 12 October 1929) – applicable only clauses governing cargo shipments (not baggage).
• Montreal convention: Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 28 May 1999) – applicable only clauses governing cargo shipments (not baggage).
• The Hague–Visby Rules: International Convention for the Unification of Certain Rules of Law relating to Bills of Lading (the Hague, 1924) and its Protocols.
• A reference to a statute or statutory provision is a reference to amended or re-enacted versions thereof and related subordinate legislation.
• You/the client/the user/he/she: person or persons (natural of any gender or legal), requesting the booking of logistics services, provided by logistics providers selected by Eurosender.
• A reference to a person is understood to be any natural person, acting within or outside the scope of economic activity (trade, business, craft, liberal profession) or any legal entity.
• A reference to any party of any contract Eurosender may enter into within these Terms & Conditions also includes its successors.
• Registered user: a person with an existing and active user account on Eurosender.com being considered as such by the platform only when successfully logged into the user account.
• Guest user: a person using any of the services offered by Eurosender while not being logged into a registered user account on Eurosender.com.
• Eurosender: Eurosender SARL.

Eurosender SARL

Eurosender SARL is a private limited liability company, with registration number B230321 and tax number
LU30797030, with its registered address at 9 Rue du Laboratoire, LU-1911, Luxembourg, that manages the Eurosender.com online booking system and offers booking of logistics services directly to the clients. The company is entered into Registre de Commerce et des Sociétés with registration number B230321.
Eurosender acts as a freight forwarder and not as a carrier. When placing the order through Eurosender.com, the client authorizes Eurosender to, in its own name (Eurosender’s name) and on behalf of the client (consignor), order logistics services with one of the logistics providers, subject to the condition that the selected logistics provider complies with the requirements for the execution of the ordered service.

Established communication channels: the client may contact Eurosender in writing through the contact form available at Eurosender.com, through the chat function available at Eurosender.com or via a direct e-mail address of a Eurosender representative (using @eurosender.com email domain). The client may also contact Eurosender via a telephone call through one of the available telephone numbers or a direct telephone number of a Eurosender representative. For the purpose of providing Eurosender with any information that may cause significant changes to the contractual relationship with the client, such as but not limited to cancellation or any other kind of modification of a placed order, closing or modifying a user account or the invoicing method, or for the purpose of opening a claim or a complaint procedure, only written communication channels will be accepted. Whichever such information provided through any other channel of communication must be confirmed by the client and by Eurosender in writing to the client`s email address provided in the ordering process or in the client`s user account. Whichever communication channel is used, the client needs to clearly state his order number and any other details necessary to identify himself (such as name and email address).

2. General rules of booking the service

2.1 Ordering process

The user may use any of the following ways to place an order with Eurosender.

2.1.1 Online platform

The user may place an order on Eurosender.com online platform as a Registered user or a Guest user.
The user may opt for any of the established services with immediately visible prices offered on the platform. If none of the offered services fits the user`s exact needs, the user may request a Custom offer in which case the user will receive an individually prepared offer from Eurosender`s representative. In this case an order will be considered as placed once the client accepts the offer received.
A registered user may place a batch import order. The order is considered as placed once the client has successfully uploaded the filled-out template file with order details within their user profile.
As soon as the ordering process is finished on the online platform in any of the mentioned ways, the client may proceed with the payment of the order as per one of the payment methods defined in section 2.2. The order is considered as placed after the client successfully pays the requested amount or confirms the payment obligation.
Once the order is considered as placed, Eurosender proceeds with the booking of the logistics service with the selected logistics provider. As soon as the logistics service is booked on behalf of the client the order is considered as successfully submitted and an email confirmation is sent to the client.

2.1.2 External platforms

Eurosender can send offers and bid for transportation requests using external platforms, which are not managed by Eurosender, connecting supply and demand.
The client can confirm the offers made by Eurosender as governed by the rules of these external platforms. When presented with Eurosender’s offer, the client is also given access to these Terms and Conditions with the same communication channel as for the offer or via other established communication channel.
The order is considered as placed after the order is confirmed as set by the rules of the external platform. The rules of the external platform are applicable jointly with these Terms and Conditions.
Once the order is considered as placed, Eurosender proceeds with the booking of the logistics service with the selected logistics provider. As soon as the logistics service is booked on behalf of the client the order is considered as successfully submitted and an email confirmation is sent to the client.

2.1.3 Off-platform ordering

A client may place an order via an established communication channel directly with a Eurosender representative. The user must provide all the necessary information in order for Eurosender to be able to book the logistics service with the logistics provider as per the client`s request.
Such order may be processed as per the confirmation of these Terms and Conditions and the Terms and Conditions of any applicable logistics service provider in every individual case. In the offer email, Eurosender will attach the Terms and Conditions document (or a link to the Terms and Conditions). The client has to familiarize himself with the Terms and Conditions. By agreeing to the offer, the client agrees to the provided Terms and Conditions. In case a representative of a corporate client is confirming the offer and thereby these Terms and Conditions he is deemed to be authorized to act within his right and capacity to accept the offer and the Terms and Conditions. The client can agree with the Terms and Conditions for a single order, several orders for a defined period of time or for an undefined period of time (until the Terms and Conditions change). Upon changing the Terms and Conditions Eurosender is responsible for providing the client with the updated text of the Terms and Conditions.
The order for the services may be processed based on the contractual agreement in place between the client and Eurosender. In such a contract the client and Eurosender can agree on provisions different from these Terms and Conditions provided that in case of discrepancies between these Terms and Conditions and the contract, the contract shall prevail.
As soon as the client sends all the necessary information for Eurosender to be able to book the logistics service in case of an existing contractual agreement or if the client agrees to the relevant Terms and Conditions as described above, an order is considered as placed with the client effectively confirming the payment obligation as per one of the payment methods defined in section 2.2.
Once the order is considered as placed, Eurosender proceeds with the booking of the logistics service with the selected logistics provider. As soon as the logistics service is booked on behalf of the client the order is considered as successfully submitted and an email confirmation is sent to the client.

2.1.4 API ordering

The client may place an order via an integrated API connection. API (application programming interface) is a software integration application interface that allows the exchange of data between two parties.
As soon as the client provides Eurosender with all the necessary information to be able to book the logistics service and agrees to the relevant Terms and Conditions, an order is considered as placed and the client confirms the payment obligation as per one of the payment methods defined in section 2.2.
Once the order is considered as placed, Eurosender proceeds with the booking of the logistics service with the selected logistics service provider. As soon as the logistics service is booked on behalf of the client the order is considered as successfully submitted and an email confirmation is sent to the client.
Any costs of an IT intervention that may be required for the integration of API is covered by the client unless agreed otherwise in advance.

2.1.5 Acknowledgement presumption

The client understands that all ordering processes lead to an order placed for a specific service type further described in Chapter 3. The client is responsible to familiarize himself and comply with the Terms and Conditions of the logistics provider as well as the Terms and Conditions of Eurosender in full and particularly with the relevant section describing the service the order was placed for. Even if the client neglected his duty to familiarize himself with these Terms and Conditions his acknowledgement shall be presumed.
Eurosender is not obliged to provide the client with any additional translation of these Terms and Conditions or the Terms and Conditions of the logistics provider.

2.2 Payment process

When the user is placing an order, the system prompts them to proceed with the payment of the order via credit card, Paypal, Apple Pay, Google Pay or bank transfer. Registered users also have an option of payment with user credits or with deferred payment. Unless otherwise specified in the client’s Eurosender user profile, the invoices for the services of Eurosender are issued and sent to the client’s email that was specified during the order process. Any changes made to the order may cause a need for issuing of an additional accounting document such as an invoice or a credit note. After an accounting document is issued, it is visible within the user profile of a registered client. An accounting document is considered as brought to the notice of the client after it is either sent via email or uploaded to the user profile or sent to the client via any other established communication channel.
A registered client can select a dedicated email especially for receiving the invoices in their user profile. The client with collective invoicing enabled in their user profile, gets the invoices issued and sent after the collective invoicing period. It is the client’s responsibility to control their email, user profile and other established communication channels regularly and pay any due amounts based on the accounting documents received. For registered corporate clients, Eurosender has the right to apply an additional payment processing fee (surcharges) depending on the payment type.

2.2.1 Payment via credit card

All credit card payments are made directly through the secure systems of Eurosender’s partners for payment processing solutions and their banking partners. Eurosender does not store any information about credit cards since the entire payment verification process is carried out by Eurosender’s partners for payment processing solutions and their banking partners directly.
It is the responsibility of the client that the selected credit card used to pay for the booking of logistics services is active and has sufficient funds available to successfully process the transaction. Any additional charges, generated in case that the credit card is rejected by any reason, will be borne solely by the client.

2.2.2 Payment via PayPal

If the client opts for this payment method, the client will be redirected to the PayPal website, where the client must log in with his username and password, or create an account, if he does not have an active one.
It is the responsibility of the client, who selected PayPal to pay for the booking of logistics services, to ensure that his PayPal account is active and has sufficient funds available to successfully process the transaction. Any additional charges, generated in case that the transaction is rejected, will be borne solely by the client.

2.2.3 Payment via Google Pay

If the client opts for this payment method, the client will be prompted to choose one of the available payment cards within the clients’s Google Pay account.
It is the responsibility of the client, who selected Google Pay to pay for the booking of logistics services, to ensure that his Google Pay account is active and the selected payment card has sufficient funds available to successfully process the transaction. Any additional charges, generated in case that the transaction is rejected, will be borne solely by the client.

2.2.4 Payment via Apple Pay

If the client opts for this payment method, the client will be prompted to choose one of the available payment cards within the clients’s Apple Pay account.
It is the responsibility of the client, who selected Apple Pay to pay for the booking of logistics services, to ensure that his Apple Pay account is active and the selected payment card has sufficient funds available to successfully process the transaction. Any additional charges, generated in case that the transaction is rejected, will be borne solely by the client.

2.2.5 Payment via bank transfer

If the client opts for this payment method, the order will not be confirmed immediately, but will only be confirmed once the payment of the total amount of the booking arrives at Eurosender`s bank account specified in the payment instructions during the ordering process or in a subsequent email. The instructions will include information how to pay, including details about Eurosender’s bank account, the amount to be transferred, etc. Client needs to pay in accordance with the reference data as specified in the payment instructions.
Any bank-related charges, generated by the bank transfer, will be exclusively borne by the client. If the amount, received on Eurosender’s bank account, is less than that which should have been deposited, the order will not be confirmed. Eurosender is not obliged to notify the user that the deposited amount was not sufficient to confirm the order payment. Wire transfers should only be paid in the currency and to the bank account specified in the ordering process or the transactional email provided. Any currency conversion fees that may arise are borne by the client exclusively.

2.2.6 Payment with user credits

When using this payment method the client does not have to enter the payment data every time when booking logistics services through Eurosender.com. Additionally, Eurosender can reward loyalty by providing discounts on orders paid with credits available on the client’s user profile.
When confirming the payment, the client must have sufficient credits available on his account to book an order. In case that there is not enough credit, the client can top-up his credit before confirming the order through credit card, PayPal, Google Pay, Apple Pay or bank transfer. An additional fee may be applicable. If the client decides to top-up user credits by using credit card, PayPal, Google Pay, Apple Pay provided that the client has sufficient funds on the credit card or on the PayPal account, the top-up will be automatically confirmed and the credit will be available to use automatically.

2.2.7 Deferred payment option

When using this payment method, as soon as the order process is completed, the client is confirming their payment obligation to be executed within the due date as specified on the invoice and the transactional email. In the event of late payment, Eurosender reserves the right to apply a late payment fee consisting of (i) a late payment interest rate of 8% on the outstanding amount from the due date to the date of payment in full, (ii) an administrative costs fee of 50 EUR and (iii) any other costs directly related to the recovery of the payment and debt collection process.

2.3 Additional charges

The client is obliged to pay any additional costs incurred by Eurosender or the logistics provider responsible that derives from any information inaccurately provided by the client throughout the ordering process or if the shipment’s details are not aligned with the terms, restrictions and limitations of the specific service booked as per these Terms and Conditions or the Terms and Conditions of the responsible logistics provider with which the client agrees when placing the order.
Eurosender reserves the right to demand the reimbursement of expenses from the client, covered by Eurosender on behalf of the client, even if such expenses are invoiced by the logistics provider after the conclusion of the logistics service. Eurosender reserves the right to charge an administrative fee of up to fifteen (15) EUR for the handling of additional costs in such cases.
By accepting these Terms and Conditions, the client agrees that Eurosender is allowed to make an additional surcharge directly to the payment method that has been used by the client for payment of the order. In case that Eurosender would not be able to make additional charges automatically, the client will be notified of this in writing and the client must pay the additional amount indicated within a maximum period of seven (7) days. Any costs of the litigation and collection procedure are borne by the client.
Eurosender reserves the right to charge the client in case that there is an abrupt change of pricing for the route selected by the client. In case that the client refuses the extra charge for the change of pricing in the selected route, Eurosender reserves the right to offer to the client a full refund and not to forward the order for transportation services to any logistics provider.
If the shipment must be returned to the sender for any reason not pertaining to the side of the logistics provider, any additional costs that occur will be charged to the client and no additional insurance will be valid anymore. If the logistics service provider cannot return the shipment to the sender for any reason not pertaining to the side of the logistics service provider, the logistics service provider may destroy the shipment with no reimbursement to the client. All the costs related to the disposal of the shipment shall be borne by the client.

2.4 Cancellation and Refunds

The client has the right to cancel an order in writing only. In case of the cancellation of the order by the client, the client agrees not to hand over any shipment to the logistics service provider if they arrive at the pick-up address. In case that the client does hand over the shipment, the client will be responsible for all the expenses occurred.
All orders are non-refundable after the order is considered as placed, i.e. it has been successfully paid or the client confirmed the payment obligation, except if the client purchased the Flexible booking option while placing the order. Flexible booking option allows the client to make changes to the order details free of charge of any administrative fees and allows the refund request to be granted as long as the request has been submitted prior to the first pick-up attempt by the logistics provider. Eurosender reserves the right to reduce the refunded amount in case of any costs already occurred. The Flexible booking option can be purchased during the ordering process if it is made available. The Flexible booking option is included in the price for the registered Business users that have this option confirmed in their registered business account and have placed the order while being logged in or if so displayed during the ordering process. The flexible booking fee is non-refundable.
The costs of any extra services purchased in the ordering process as defined for each shipping service type in the chapter 3 (such as but not limited to insurance fees, help with loading/unloading, provision of special equipment, exceeding of the declared size and weight of the shipment, etc) are non-refundable.
If granted, the refundable amount will be issued as credit in the client’s Eurosender account which could be used for future orders if the client holds such an account and agrees for such way of refund. Eurosender may also grant a refund to the same payment account that the client used to place the order (credit card, PayPal account, Google Pay, Apple Pay, bank account, etc.) or different payment account as per client’s request. The granted amount will be available to the client within thirty (30) days from the moment when Eurosender informs the client about the admissibility of the refund. Additional costs of refunding to the original payment method may occur.

2.5 Claims and complaints

In case of damages or loss of a shipment during the performance of the logistics service the client has the right to initiate a claim procedure in order to receive a reimbursement for the loss of value incurred due to the damage or loss incident.
Orders placed with Eurosender are covered by the liability of the selected logistics provider as specified throughout the order placing process or Eurosender directly. In addition to this the client may have an option of purchasing an additional insurance as specified in each of the shipping types in chapter 3. Any additional insurance policies offered in the ordering process are either offered by the logistics providers or by Eurosender`s insurance company partners as an auxiliary service to the logistics service offer. The client understands that in case any reimbursement amount is approved based on the basic liability or the basic insurance included in the price and provided by the selected logistics provider, he can only claim the difference up to the maximum possible reimbursement amount as per the additional insurance policy purchased in the order placing process. The client understands that any additional insurance policy is based on the successfully established liability of the selected logistics provider and cannot otherwise be activated.
Eurosender’s dedicated Claims department is responsible for deciding and conducting the claims on behalf of the clients against the logistics providers and/or insurance companies.
The logistics providers or the insurance companies with existing agreements with the carriers or with Eurosender shall provide Eurosender with a decision on the admissibility of a claim within the timeframes specified in their Terms and Conditions. Not receiving a final decision from third parties in due time shall not constitute any responsibility of Eurosender.
Eurosender reserves the right to at any moment decline or reject the client’s claim due to incomplete, misleading, contradictory or false data received from the client. Eurosender may reject to continue with the claims procedure with the logistics provider or insurance company in case the client breached these Terms and Conditions in any way. In such a case, Eurosender will not recognize any further claims from the client or from third parties related to the client.
In case of damage, full or partial loss, the client must make a written statement on the proof of delivery and immediately (first business day after the delivery) inform Eurosender in order to start a claims process. The damage claim cannot be started in case of damages to the means of packaging (cardboard box, suitcase, etc.), but only to the content of the shipment. Additionally, with a damage or loss claim, the insurance does not apply to the contents of the shipment in case of

• inappropriate packaging (including parcels bundled together and marked with only one label)
• unconventional shipments,
• transportation of forbidden items,
• damages caused by a force majeure event,
• lack of evidence provided by the client that proves the condition of the parcel before collection or
• in case the client violated the Terms and conditions of Eurosender or the logistics provider in any way.

Claims that are not supported by evidence of the true value of the damaged or lost item cannot be started. The only acceptable proof of value is the original invoice (VAT rate and amortization will be deducted from the original price of the item accordingly).

2.5.1 Damage claim

In order to initiate a damage claim procedure with Eurosender, the client must inform Eurosender of any damage incident on the date of delivery through the online contact form available at Eurosender.com. If required Eurosender will then provide further instructions to the client to acquire all the documents, pictures and other information necessary to start a claim against the logistics providers or the responsible insurance companies. The client is required to provide all the requested documentation to Eurosender in a maximum of 2 business days after receiving the claim instructions. If the documentation necessary is provided later than in 2 business days, Eurosender will not be held responsible for any claims rejected by the logistics providers and/or insurance companies due to not being started on time.
In case of damage of the shipment, the client is required to keep the shipment in the condition in which it was delivered, covering all expenses related, until the completion of the insurance procedure. If any item of the shipment is damaged on the outside, the client should take photographs of the damages before taking the goods out of the item of the shipment.
In case the client notices that some of the goods are missing from their shipment at the time of delivery, a claim procedure can be started. The client must provide Eurosender with the same documentation as in the case of damage, including photographs of the shipment before collection and at the time of delivery that prove the item was opened/damaged during transport which could result in the missing content.
In case of damage, full or partial loss, the client must make a written statement on the consignment note, prepare the damage report and send it to Eurosender. In case that no damage or apparent loss is noted at the time of delivery, Eurosender reserves the right to decline or reject the client’s claim.

2.5.2 Loss claim

In case the shipment is not delivered within five (5) working days from the expected date of delivery, the client must immediately notify Eurosender through the online contact form available at Eurosender.com. Eurosender client support team will then contact the responsible logistics provider and open a search investigation if necessary. If the responsible logistics provider will not be able to locate and deliver the shipment in due time, Eurosender will inform the client that the shipment is officially considered as lost and send instructions to the client to acquire all the documents, pictures and other information necessary to start a claim against the logistics providers and/or the responsible insurance companies.
The client is required to provide all the requested documentation to Eurosender in a maximum of 2 business days after receiving the claim instructions. If the documentation necessary is provided later than in 2 business days, Eurosender will not be held responsible for any claims rejected by logistics providers and/or insurance companies due to not being started on time.
In case that a claim is approved and the shipment is later found and delivered to the client successfully, the client is not entitled to the approved amount of reimbursement and is obliged to immediately return any reimbursement already received on the ground of the claim approved.

2.5.3 An Official Complaint

The client may raise an official complaint towards Eurosender regarding any services provided to him via an online form on Eurosender.com. An official complaint procedure can only begin if all the necessary information (name of the client, Eurosender order number, relevant information regarding the case) is provided to Eurosender within seven (7) days after:

1. the last correspondence regarding a particular order; or
2. the last update of the shipment`s status in the tracking system; or
3. the order’s pick-up date; or
4. delivery date; considering which of these dates will be most recent.

Eurosender will provide a reply to the client regarding the complaint no later than in thirty (30) days after the complaint is received.

3. General rules of shipping

The following general rules apply to all orders booked with Eurosender unless it is clearly specified that part of the rules in section 3 of these Terms and Conditions apply only to a particular type of shipment/service type and/or a different rule applies to a particular service type as described under section 4 of these Terms and Conditions and/or in the Terms and Conditions of the specific carrier to which the customer expressly agrees before confirming the order. It is the responsibility of the customer to be informed of the special rules of a particular service type they booked in the ordering process.

3.1. Packaging

The client agrees that packaged goods must have a suitable outer and inner packaging, according to the type of items being transported. The packaging must be appropriate according to the weight and content of the shipment. The packaging must be suitable for transport and handling at the logistics centres of the logistics providers or their partners. The logistics provider may return the collected shipment or reject the collection of the shipment entirely due to inappropriately packed items and the client is solely responsible for all costs that may occur. The client is solely responsible for damages and losses of items packed improperly. The insurance claim may also be rejected if the shipment is considered dangerous and could damage other shipments during transportation.
Neither Eurosender nor the logistics providers with which Eurosender cooperates do not provide any special services to handle items that carry any sign, inscription or label which indicates breakable or fragile content or instructs careful handling of the item. The labels may be disregarded due to the automated handling of the shipments in the transportation process.
The standard packaging of a shipment not containing pallets is a cardboard box, consisting of two or more layers of carton. Boxes need to be closed, secured with tape, and wrapped with foil if necessary. Any other type of packaging may be used only at client’s own risk and can lead to additional charges for the client. Torn, damaged or boxes with holes not provided by design must not be used. An adequate packaging must, among other characteristics, be resistant to a fall from a height of one (1) meter. Eurosender is not responsible for any damage caused to the packaging during transport. Bags, suitcases and travel bags are not allowed types of packaging.
If so permitted by the chosen service type, cargo or the goods can be transported as palletized, which means that the client needs to pack, store and secure goods on the pallet – goods must be attached to the pallet and wrapped with plastic foil. Cargo should not exceed the pallet`s surface by width or length. Clients can use plastic, carton, or a wooden pallet. The client understands that damaged pallets must not be used, and Eurosender has the right to refuse the loading in case that the pallet is not used according to the transportation mode. Client by ordering this service understands that the total ordered weight and dimensions include both, the pallet and the cargo/goods. The pallets are not returnable. Eurosender is not responsible for the pallets before loading and after the unloading.
Before the pick-up, the client must remove all old labels or address information attached to the items. Solely the client is responsible for assuring that the right (i.e. correctly equipped with all the necessary information) label is placed on the right item of the shipment, even in cases where the logistics provider prints the label, and to acquire the proof of collection from the driver that proves the shipment was collected by the authorized logistics provider at the set date and time. In case of any issues Eurosender is not obliged to accept any complaints or claims without the proof of collection.

For service types where shipping labels are required, each item of the shipment must be handed over to the driver of the selected logistics provider as one piece being equipped with one label. If the client intends to send more items, the accurate number must be placed when booking the logistics service. If the driver of the selected logistics provider collects more items than ordered, this does not constitute any obligation on the part of the logistics provider or Eurosender.

3.2. Limitations of size and weight

All prices offered to the client at the time of placing the order are based on the client`s declaration of the size and weight of their shipment. Any excess of the size and weight declared by the client in the ordering process will be subject to the procedure as per section 2.3.
The client is obliged to check the logistics provider`s Terms and Conditions presented to him at the time of placing his order for any size and weight limitations that apply to the specific service booked. Any excess of the maximum weight and size allowed by the logistics provider may cause a refusal of collection or delivery by the logistics provider. Such a shipment may be returned to the sender at any time at the cost of the client.
The client understands that the total ordered weight and dimensions include both, the packaging (i.e. pallet, parcel, wrapping, etc.) and the cargo/goods.

3.3. Pick-up and delivery

The client agrees for the shipment to be available at the pick-up address for the selected logistics provider to collect it at any time during the daily working hours of the local logistics provider. Due to unforeseen factors related to the logistics provider, the pick-up can be performed before or after this time.
If the driver of the selected logistics provider did not pick-up the shipment on the pick-up date, the client, according to these Terms and Conditions, assumes the responsibility of informing Eurosender immediately about this fact, so that Eurosender can arrange with the selected logistics provider a second pick-up attempt. If the pick-up or delivery is not successful on the day scheduled for a reason not pertaining to the selected logistics provider, another request for collection or delivery may result in additional costs that shall be borne by the client.
The client is responsible for providing a complete and exact address for the pick-up and delivery of the shipment, and any other relevant information to facilitate the pick-up and delivery. The address details should fit in the designated area in the booking process, and not be included in the “comments field”; otherwise, the logistics providers might not receive the complete information needed for a successful pick-up and delivery.
The client understands that they are fully responsible for the following and needs to provide the correct details:

• The name and address of the sender (consignor);
• The name and address of the consignee;
• The description in the common use of the nature of the goods and the method of packing;
• The number of packages and their special marks and numbers;
• The gross weight of the goods or their quantity otherwise expressed.

In case of wrong details provided, the client is holding full liability for costs which may occur.

The pick-up and delivery should be done in an easily accessible place; the driver of the selected carrier must be able to park the vehicle at least fifteen (15) meters from the indicated address. The service is provided to the main door of the building. The driver is not obliged to pick up or deliver the shipment to any other floor than ground floor.
For service types including freight/palletized cargo or full van FTL/LTL service types, the client understands that in case there are no special agreements, he is solely responsible for loading and unloading of the cargo. The client understands that he needs to provide the necessary equipment, forklift, manpower and access for the truck. Loading and unloading can be done only from ground floor. Eurosender and the logistics providers are not holding any responsibility for the loading and unloading of the freight/palletized cargo and are not responsible for any extra costs.
The client understands that in case of freight/palletized cargo or full van FTL/LTL service types the maximum allowed time for loading and unloading the truck is 30 minutes and if the client will load/unload longer, extra costs for the client may occur. Any unnecessary waiting due to unavailability of the sender or the shipment being unprepared for collection can cause a failed collection attempt which will be charged to the client. Any additional costs that occur will be processed as per the section 2.3.

Eurosender does not guarantee transportation and shipment delivery to a different address than initially indicated by the client in the order process. Eurosender can only inform the selected logistics provider about the changes to the address of delivery as per request of the client. Nor Eurosender nor the logistics provider cannot be held responsible if the shipment is not delivered to an address provided after the label has been used for the shipment.
During the booking process, the customer must specify the local telephone number in the country of pick-up and delivery on which someone will be available at the time of pick-up and delivery. Only local telephone numbers can be contacted. While the valid local phone number should be provided, the driver of the selected carrier is not obliged to contact the user or the contact persons via phone.
The carrier may reject a collection in case that the service cannot be provided for any reason which is out of the carrier`s control such as remote locations or sanctions imposed to the pickup country (embargo). Eurosender and the selected logistics service providers have the right to refuse the collection or delivery to the requested location when such a delivery could be harmful to persons, equipment, or other goods.
A shipment may be deemed unacceptable if:

• no customs declaration is made when required by applicable customs regulations,
• it contains any prohibited items specified in section 3.4,
• its address is incorrect or not properly marked or its packaging is defective or inadequate to ensure safe transportation with ordinary care in handling,
• it contains any other item which the logistics provider decides cannot be carried safely or legally.

If the shipment is deemed to be unacceptable, or it has been undervalued for customs purposes, or consignee cannot be reasonably identified or located, or the consignee refuses delivery or to pay customs duties or other shipment charges, the carrier shall use reasonable efforts to return the shipment to the shipper at the client`s cost, failing which the shipment may be released, disposed of without incurring any liability whatsoever to the client. The carrier may destroy any shipment which any law prevents it from returning to the shipper as well as any shipment of prohibited items.
Depending on the country and the logistics service provider there can be one or two attempts of delivery or even a delivery directly to the nearest access point managed by the selected logistics provider as defined in their terms and conditions. Shipments cannot be delivered to PO boxes unless it is possible to choose such option during the order process. Shipments are delivered to the recipient’s address given by the client but not necessarily to the named recipient’s personally. The recipient may be notified of an upcoming delivery or a missed delivery. The recipient may be given an option of alternative delivery options such as delivery on another day, no signature required, redirection or collection at the nearest access point. Surcharges for changes of delivery address may apply and will be treated as per the section 2.3.
According to these Terms and Conditions, the delivery is considered effective if:

• the shipment is handed over to any person claiming the shipment and located in the delivery address against digital or manual signature, including neighbours and persons present at the indicated premises;
• the shipment is delivered to an alternative address (neighbouring address, local post office or access point);
• after multiple failed delivery attempts to the delivery address, the shipment is delivered in one of the warehouses of the selected carrier, which is near to the original delivery address. This may cause additional costs to the client;
• the selected logistics provider has left a notice of delivery to the delivery contact person, or if this is evident through the shipment tracking;
• the shipment is delivered to the delivery address to a person who falsely presented themselves as the recipient;
• the shipment is returned back to the pick-up address after the maximum days in the carrier’s warehouse or due to inappropriate packaging or damage to the parcel or due to the parcel being overweight or oversized. This may cause additional costs to the customer.

Exceptions regarding the deliveries of shipments may apply in certain regions due to conditions and standard practices of the local courier companies.
The logistics provider has the right to open and inspect a shipment without notice for safety, security, customs or other regulatory reasons and shall incur no liability of any kind therefore. The logistics provider may also be required to undertake an X-ray screening of a shipment and the client hereby waives any possible claims for damages or delays as a result of screening.
The client understands that all pick-up and delivery times provided in the order process are only estimated and not binding to Eurosender. Eurosender and the logistics provider are not obliged to compensate the client for any damages caused by any delay, neither are required to reimburse any related cost.

3.4. Prohibited items

The client agrees with the list of items prohibited from transport herein and declares that they will not send any objects on this list, or any item that is prohibited by the Terms and Conditions of the selected logistics provider or by the laws of the country in which the pick-up or delivery address is located. If the client decides to send prohibited items anyway, they will be the solely responsible for all damages and expenses incurred.
Examples of prohibited items are:

• Dangerous goods, hazardous goods and flammable goods classified as such, prohibited or restricted by IATA (International Air Transport Association), ICAO (International Civil Aviation Organization), or other relevant organization (“Dangerous Goods”);
• Objects that can damage other items during the transport;
• Works of art, jewelry (including watches), precious metals, precious stones, pearls, glass or any articles made up of glass, porcelain, earthenware or other similar materials;
• Antiques, furs;
• Cash, coins, collectable coins, stamps and documents which can be exchanged for cash or goods;
• Alcohol and tobacco products;
• Liquids, Aerosols and Gels of any kind;
• Human remains, live animals or plants, perishable food;
• Any goods which require temperature-controlled transport;
• Any goods prohibited by the law or regulation of any government or public or local authority of any country where the goods are carried;
• Substances requiring special permits for transportation, special handling or specific documentation;
• For airfreight: all Lithium Ion and Lithium Metal shipments; prohibited goods according to the regulation (EC) No 300/2008 of 11th March 2008 and its implementing rules as amended from time to time;
• Shipments that would be covered by the European Agreement concerning the International Carriage of Dangerous Goods by Road (ADR).

The logistics provider has the right to decline dealing with items whose content is of a dangerous or damaging nature. If such items are handed over to the selected logistics provider, it reserves the right to remove or otherwise deal with the items with no further notice at the expense of the client. In such a case, the client shall be liable for all loss or damage arising in connection to such items and shall indemnify the selected logistics provider and/or Eurosender against all penalties, claims, damages, costs and expenses whatsoever arising in connection therewith, and the items may be dealt with in such a manner as the company or any other person in whose custody they may be at any relevant time shall think fit.
In addition to the list of prohibited items, no insurance policy, unless expressly confirmed by the carrier or by the insurance company concerned, will be accepted for the following items:

• food (including food in liquid form);
• fragile items, such as glass and porcelain;
• objects of great value;
• Individual item of a value higher than 5000 EUR. The client is obliged to notify Eurosender in writing about any item with a value that exceeds EUR 2.000;
• objects with sentimental value;

3.5. Customs

Eurosender is not acting as a customs broker/agent and is not liable for the process or fees arising from customs duties or customs procedures unless otherwise specified within the relevant shipping service type in chapter 4. The client is always responsible to check the customs requirements of the export and import countries as per their local legislation and policies in advance.
The client is obliged to fully cooperate with the local customs authorities. Any customs duties, taxes (including but not limited to VAT if applicable), penalties, storage charges or other expenses are borne by the client. In case Eurosender incurs any of such costs as a result of the actions of customs or other governmental authorities or the shipper’s or receiver’s failure to provide proper documentation, these costs will be charged to the client or the receiver of the shipment as well as any extra costs Eurosender will incur. Such charges are processed as an additional charge as per section 2.3.
Eurosender has no knowledge or responsibility to check or advise the client about the information and documents provided. The client agrees to indemnify Eurosender and hold Eurosender harmless from any claims that may be brought against Eurosender arising from the false or wrong information provided to Eurosender and any financial sanctions that will be imposed to Eurosender.
The client acknowledges that he has not relied on any statement, promise or representation made or
given by or on behalf of the logistics service provider which is not set out in these terms and conditions.
For shipments from or to any country outside the EU, the client shall, in relation to each of the goods
comprised in each shipment, provide the logistics service provider with:

• • a commercial invoice in the English language, including but not limited to EORI number, a clear and

unambiguous description of the goods, the value of the goods, currency, Incoterm used etc.;

• a commodity code for each of the goods
• a written notification in advance for any items of the shipment and/or goods comprised within any item of the shipment which are not standard or permanent exports (for example, temporary exports such as repairs that will be returned to the country of origin);
• any specific authorizations for direct representation of the client given to the logistics service provider if required under any applicable law; and
• any information/document required by any relevant customs authorities, law and regulations or the logistics service provider.

For freight/palletized cargo, the client needs to either provide customs-cleared cargo or the details for customs clearance procedure. The client understands that the given rate in the order process does not include the customs clearance, duties, and taxes.
For the Customs or other formalities which have to be completed before the delivery of the goods, the client shall attach the necessary documents to the consignment note or place them at the disposal of the selected logistics provider and shall furnish him with all the information which he requires.
The client shall be responsible to check the relevant information required by the relevant customs authorities and all customs documents and the transportation document must be accurately completed by the client in compliance with all relevant customs laws, rules and regulations.
The logistics provider may reject the collection or even return the shipment back to the shipper, applying extra costs for which the client is solely responsible, in case that the documentation required is not provided or is not according to the regulations.
The shipper certifies that all statements and information provided relating to the exportation and importation of the shipment will be true and correct and acknowledges that in the event that untrue or fraudulent statements about the shipment or any of its contents are made, a civil claim and/or criminal prosecution, the penalties for which include forfeiture and sale of the shipment, could arise.

4. Service types

The following section lists and describes the specific service types available within Eurosender logistics solutions. Any specific rules should be treated as an add-on to the general rules described in the previous sections of these Terms and Conditions. In case of a conflict between this section and the previous sections, the specific service type rules as written in this section prevails.

4.1 Document shipping

4.1.1 Definition

With the service of Document shipping the client may ship documents worldwide. The label is required to be printed and attached to each item individually.

4.1.2 Packaging and limits of size and weight

The client may only use an envelope as packaging. The maximum weight of a shipment is limited to 2 kg. The maximum dimensions of an envelope are 35 x 28 x 1 cm.

4.1.3 Liability and extended liability

Envelopes in the Document shipping service are covered by the logistics provider’s liability as per the Convention on the International Carriage of Goods by Road Contract (CMR) or the Montreal Convention or the Warsaw Convention as applicable. The client may opt for the extended liability, however, no additional insurance is possible.

4.2 Standard and Standard – Flexi package shipping

4.2.1 Definition

With the service of “Standard and Standard – Flexi package shipping” the client may ship packages with common features as described below. Any discrepancies applying solely to Standard – Flexi package shipping are described under section 4.2.2. The label is required to be attached to each item individually. The label either needs to be printed by the client or is brought by the carrier at collection.

4.2.2 Standard – Flexi shipping

In case that for the route, selected by the client, Eurosender offers the “Standard – Flexi service” option, the logistics provider will proceed with the collection within the same day if the order has been placed before 11 AM CET. All other orders will be collected on the next available business day. The client understands that many external circumstances, such as but not limited to traffic, increased amount of orders, weather conditions or a remote location of the pick-up address, may cause a delay with the collection.
When choosing the Standard – Flexi shipping option, the client receives the label (or labels) per email and the client understands that it is his responsibility to print the label (or labels) and equip the shipment with the label (or labels) accordingly.

4.2.3 Liability and additional insurance

Shipments in the Standard shipping Service are covered by the logistics provider’s liability as per CMR and/or the logistics provider`s basic insurance included in the price. The client is informed about the amount of the basic insurance covered by the selected logistics provider in the ordering process. In case that the content of the shipment has a higher value than what can be covered by the basic insurance included in the price of transport, the client may purchase an additional insurance with the insurance company partner of Eurosender in the amount of up to 2000 EUR per item (i.e. package) of the shipment or as allowed during the order process for an additional fee as long as the countries of origin and destination are members of the EU.
In case the client purchased an additional insurance with the insurance company partner of Eurosender, the insurance will further not apply to the following:

• transportation of electronic devices (such as televisions, mobile phones, computers and other electronic equipment) without the original packaging;
• transportation of used and second-hand electronic devices;
• designer or tailormade clothing and shoes. Clothes and shoes, in general, can only be reimbursed for up to 200 EUR per item.
• transportation of musical instruments that are not protected according to their sensitivity. A hard-case or similar packaging with sufficient inner protection is the minimum standard;
• the maximum possible reimbursement for a particular item in the package is limited to 1000 EUR.

4.3 Priority and Priority – Express shipping

4.3.1 Definition

With the services of Priority and Priority – Express shipping the client may ship parcels and pallets worldwide by road or air, where Priority – Express shipping is the faster of the two services. The label is required to be printed and attached to each item individually.

4.3.2 Size and weight limitations

All Priority and Priority – Express prices for palletized cargo are offered for stackable pallets only. Non-stackable pallets are not allowed for transportation within this service.

4.3.4 Liability and additional insurance

Parcels and pallets in the Priority service are covered by the logistics provider’s liability as per the Convention on the International Carriage of Goods by Road Contract (CMR) or the Montreal Convention or the Warsaw Convention as applicable. The client may purchase an additional insurance with the logistics provider for an additional fee. The shipment will be insured for the amount of value declared by the client in the ordering process, being limited to the maximum possible insurance coverage of up to 50.000 EUR per shipment unless otherwise limited by the Terms and Conditions of the selected logistics service provider.

4.4 Standard Pallets and other Road Freight Cargo shipping

4.4.1 Definition

The client may ship non-standard, bulky items and standard pallets (palletized cargo) using a road freight cargo shipping service with the network of the selected logistics provider.
The prices offered by Eurosender are only for stackable items of a shipment by default. If the client confirms such an offer but prepares a non-stackable item for collection by the logistics provider, any additional costs that occur will be borne by the client. If the client has a non-stackable shipment, it needs to be informed in advance in order to receive an email confirmed custom offer prepared by a Eurosender representative.
The prices offered on the Eurosender platform are estimated prices, subject to further adjustments depending on the seasonal conditions or other external circumstances that can cause a raise of the service costs.
The client is responsible for accuracy of weight indicated in the consignment note. The client has the right to request a check from the logistic provider for the client’s expenses.
The label is required to be attached to each item individually. The label either needs to be printed by the client or is brought by the carrier at collection.

4.4.2 Liability and additional insurance

The shipments in Road Freight Cargo service are covered by the logistics provider’s liability as per the Convention on the International Carriage of Goods by Road Contract (CMR).
In case that the content of the shipment has a higher value than what can be covered under the liability of the logistics provider as per the CMR, the client may purchase an additional insurance with the insurance company partner of Eurosender in the amount of up to 5000 EUR per shipment for an additional fee as long as the countries of origin and destination are members of the EU. The additional insurance amount can only be claimed after the responsible logistics provider confirms its responsibility for the damages or loss caused during the performance of the logistics service.

4.5 Van delivery

4.5.1 Definition

The Van delivery service is a logistics service done by vans. A van is a type of road vehicle used for transporting goods. The Van delivery service is considered as cargo transportation, therefore the only applicable is CMR convention (Convention on the Contract for the International Carriage of Goods by Road). This service is available only for the countries which ratified CMR convention. This limitation is applicable to both locations, of origin and destination.

4.5.2 Preparation of goods and transport

The client by ordering this service agrees that the transport will be done with a (bigger) curtain-sided or a (smaller) box van, respecting the limitations and restrictions of each vehicle.
The Van delivery service enables the client to ship also as bulk or loose. This means that the client can ship goods in cardboard boxes, palletized or have goods appropriately strapped without the use of a pallet. The cargo that is not properly packed or packed according to transportation mode, can be declined by the selected logistics provider and the client is solely responsible for the costs which may occur.

4.5.3 Restrictions and limitations

The client understands that unless otherwise specified during the order process, the maximum weight which can be loaded to a curtain-side or box van is 1000kg and the maximum weight for a van with a tail-lift is 700kg, which includes packaging material and the goods. The client is the solely responsible for the gross weight of the shipment and agrees to be responsible for any cost which would occur due to the exceeded maximum allowed loaded weight. The client is responsible for accuracy of weight indicated in the consignment note. The client has the right to request a check from the logistic service provider at the client’s expenses.
The client understands that the dimensions of the curtain-side and box van may vary, therefore he agrees to respect the maximum dimensions as provided during the ordering process.

4.5.4 Pickup & Delivery

The client understands that the maximum allowed time for loading and unloading the truck is 1 hour and if the client will load/unload longer, extra costs for the client may occur. Any such costs are borne by the client.

4.5.5 Extras

The client may order the following extra services during the ordering process:

• Driver help on loading and unloading: this means help from the driver and not the driver`s obligation to fully load and unload the cargo. When ordering this extra service, the client understands that the driver can refuse to help in case of items improperly packed and heavier than 20 KG. In the case of heavier items, the client understands that he needs to order a tail lift service.
• Full loading and unloading service: this means full loading and unloading from the driver with the presence of the client or his representative. When ordering this extra service, the client understands that the driver can refuse to help in case of items improperly packed and heavier than 20 KG. In the case of heavier items, the client understands that he needs to order a tail lift service.
• Tail-lift service: by ordering this service client understands that he is ordering a van with a tail lift, which means that the payload weight of the van is reduced and he can load up to a maximum of 700 kg.

The extra services are applicable for the ground floor loading/unloading.

4.6 LTL and FTL shipping service

4.6.1 Definition

The LTL and FTL service is a service of the road transportation of less than truckload and full truckload. Less-than-truckload shipping (LTL) is the transportation of a particular amount of freight. Client by ordering this service agrees that the transport will be done with a semi-trailer or trailer, respecting the limitations and restrictions of such vehicle. LTL and FTL shipping service is considered cargo transportation, therefore the only applicable is CMR convention.

4.6.2 Preparation of goods

Client by ordering this service agrees that cargo will be packed and secured according to the transportation mode with trucks. Cargo or the goods can be transported as palletized or in cardboard boxes.
The client understands that the maximum allowed time for loading and unloading the truck is 1 hour and if the client will load/unload longer, extra costs for the client may occur. Any such costs are borne by the client.

4.6.3 Restrictions and limitations

With ordering LTL or FTL service the client is solely responsible for the loaded weight and volume and understands that the weight on the consignment note is binding. In case the actual volume or weight exceeds ordered volume and weight, the client will receive a request for additional payment as per section 2.3. In case of empty capacity, Eurosender will cancel the order and the client is solely responsible for the extra costs, while the order in total is non-refundable.
The client understands that the dimensions of trucks may vary, therefore the client agrees that he will respect the dimensions, volume, and weight provided in the ordering process.

4.7 Vehicle logistics service

4.7.1 Definition

The Vehicle logistics service is the service for the transportation of road vehicles as cargo. Depending on the type of the vehicle, transportation is performed by the logistics provider on specially built transportation trucks and vehicles with trailers. The client agrees to respect the limitations and restrictions of the transport trucks and vehicles with trailers the service is provided by. Vehicle logistics service is considered as cargo transportation, therefore the only applicable is CMR convention.

4.7.2 Preparation of vehicle

The client agrees that the vehicle will be prepared for transportation before loading. The vehicle must be clean on the outside for the carrier to carry out a proper inspection. Any low-hanging spoilers, accessories, loose parts must be removed and/or safely secured to the vehicle. The client must remove all external not permanently mounted racks and other elements before shipment. Vehicles must be presented to the selected logistics service provider in good running condition (unless specifically non-running / operable noted in the order) with no more than half of a tank of fuel. The selected logistics provider cannot be responsible for any part of the vehicle that separates while the vehicle is in transit – this includes the damages caused by the separated part to any vehicle(s) and/or person involved. The client understands that all the information about the vehicle which is being transported needs to be provided before the booking and should stay the same as declared. Any changes may result in additional costs that shall be borne by the client. The client must deactivate any vehicle alarm systems installed or provide the necessary instructions to the selected logistics provider to disconnect. If any alarm goes on and there are no keys or instructions to turn it off, the selected logistics provider may silence the alarm by any means.
Any personal property can be stored in one suitcase or a bag in the trunk of the vehicle only. The maximum allowed weight of the item is 20kg. The selected logistics service provider and Eurosender are not liable for any personal items left in the vehicle, nor for any damage caused to the vehicle due to unreasonable or improper loading of personal items. A vehicle that is not properly prepared for the transportation may be rejected at the loading and the client is solely responsible for the costs which occur.
After the loading, the consignment note shall be made out in three original copies signed by the client/sender and by the selected logistics provider. These signatures may be printed or replaced by the stamps of the client/sender and by the selected logistics provider if the law of the country in which the consignment note has been made out so permits. The first copy shall be handed to the client/sender, the second shall accompany the goods and the third shall be retained by the logistics provider. The consignment note should be written according to the CMR.

4.7.3 Pickup & Delivery

The selected logistics service provider will pick up and deliver the vehicle as close to the client’s address as permitted by the pickup/delivery location. A mutually agreed upon place to load or unload may be necessary because of narrow streets, wires, trees and possible residential area restrictions.
Eurosender will provide the Client with an estimated pick-up and delivery dates. There are no guarantees about the pick-up or delivery times and dates. Delays could happen prior to, and/or during transport due to road conditions, weather, mechanical problems or other external circumstances. Eurosender and/or the logistics provider are not responsible for damages or loss caused by any type of delays or any other reason, car rental fees or lodging fees. Eurosender is not liable for failure of mechanical or operating parts of the vehicles shipped.
The logistics provider will be authorized to operate and transport the client’s road vehicle between its pick-up location and the destination defined in the shipping order.
In case of absence of the client at the pick-up or delivery address, a representative of the client must be appointed in order to release or accept the vehicle on behalf of the client. In case where the collection or delivery cannot be performed due to unavailability at the loading or unloading place or if the consignee refuses the delivery, the client is solely responsible for dispatching the vehicle to a new location and understands that total costs that occurred due to external reasons shall be borne by the client.

4.7.4 Liability and insurance

The terms under section 2.5. apply.
At the pick-up, the client and the selected logistics provider should fully inspect the vehicle for pre-existing exterior damages and complete the vehicle inspection report. The selected logistics provider and the client should both agree to the condition of the vehicle and the client must sign and receive a copy of the CMR document.
At the delivery the client and the selected logistics service provider should carefully inspect the vehicle for external transportation damages. The selected logistics service provider and the client should both confirm the condition of the vehicle and the client must sign and receive a final copy of the consignment note.
Eurosender takes responsibility for the vehicle(s) after pre-inspection is done and signed by the client. Eurosender`s responsibility ends with the delivery of the vehicle(s) and the client`s signature of the final inspection report.
Damages must be written down in the designated place on the consignment note and signed by the client, regardless of weather conditions or time of the day. By signing the consignment note without reservations, the client confirms that he received the vehicle(s) in the same state as at the time of collection, and that Eurosender and the selected logistics provider and their agents are relieved of any further responsibility.

4.8 Other shipping types

Eurosender can individually offer other logistics services not described within the shipping types mentioned by these Terms and Conditions. In case the client wishes to book such services, the terms of shipping need to be clearly defined and mutually agreed by both parties, in particular, by concluding a contract. If any terms of such shipping were not defined and agreed, these Terms and Conditions shall apply. For placing the order the rules as described under section 2.1.3 “Off-platform ordering” apply.
Eurosender may from time to time review the shipping types mentioned in these Terms and Conditions by adding new ones. Any new type of shipping becomes available to the client from the moment of publication at Eurosender.com.

5. Applicable Law and Jurisdiction

Unless mandatory rules of the country in which the client is domiciled specify otherwise:

• these Terms and Conditions and the contracts to which these Terms and Conditions apply will be interpreted in light of the laws of the Grand Duchy of Luxembourg;
• all possible disputes arising from these Terms and Conditions or from the contracts to which these Terms and Conditions apply will be resolved in the courts of the Grand Duchy of Luxembourg; and,
• in case of differences in meaning between the various translations of these Terms and Conditions, the text originally written in English language shall prevail.
• in case of differences between these Terms and Conditions and Terms and Conditions of logistics provider both documents shall be obeyed when it is possible: the strictest limitations should apply, and activities prohibited by at least one of these documents must be prohibited.
• The invalidity or unenforceability of any provision shall not affect any other part of these Terms and Conditions.

Privacy Policy

Eurosender SARL is committed to protect and respect your privacy within the scope of the utilisation of our website, as we consider the protection of data as a key pillar to building trust in strong and long-lasting relations. This Privacy Policy aims to inform you of which of your personal data we may collect, for which purposes we may use it and which rights you are entitled to.
In compliance with applicable data protection legislation, we inform you herewith that we are the controller of the personal information collected, received or otherwise processed about you as described below. Such legislation includes Regulation (EU) 2016/679 of April 27th 2016 (GDPR) and any other national or supra-national statutory law applicable to us.
The responsible party in terms of the GDPR within the scope of this website is Eurosender SARL, a company with registered office situated at 9 Rue du Laboratoire, LU-1911, Luxembourg and registered with the Luxembourg register of commerce and companies under number B 230321 («Eurosender», «we», «our», «us»). In its capacity as data controller, Eurosender is responsible to ensure that the personal data is being processed in a correct manner and in accordance with applicable legislation.
Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. If you do not agree with this policy, do not access or use our Services or interact with any other aspect of our business.
By placing an order or opening a Eurosender account you are accepting and consenting to the practices described in this policy. Furthermore, you guarantee that all persons, whose personal information is given to us by you related to your order or your account, are aware of this policy, accept and consent to the practices described in this policy and are willing and able, upon request of the Information Commissioner or any other Data Protection Authority, to provide a written proof of their consent and acceptance.

1. Information we may collect from you

We may collect and process the following data about you:

1.1 Information you give us

You may give us information about yourself by filling in forms on https://www.eurosender.com (our website) or by corresponding with us by phone, e-mail or otherwise. This includes information you provide when you register to use our site, subscribe to our services, place an order on our site, other activities commonly carried out on the site and when you report a problem with our site. The information you give us may include:

• information about the customer: your name (your first name and surname or name of the company and first name and surname of the person in charge), VAT ID, address and phone number, financial and credit card information,
• information related to the pick-up: (first name and surname of the person handing in the package, telephone number, pick-up address),
• information related to the delivery: (first name and surname of the person to which the package will be delivered, telephone number and delivery address),
• information related to the confirmation: (email address),
• information you provide through our support channels, where you may choose to submit information regarding a problem you are experiencing with a shipment. Whether you speak to one of our representatives directly or otherwise engage with our support team, you will provide to us contact information, a summary of the problem you are experiencing, and any other documentation, screenshots or information that would be helpful in resolving the issue, including type of device, operating system, browser type, IP address, URLs of referring/exit pages, device identifiers, and crash data.

1.2 Information we collect automatically when you use the Services

We collect information about you when you use Eurosender services, including while you are browsing our websites.

• Your use of the Services: we keep track of certain information about you when you visit and interact with our services. This information includes the features you use; the services you select, payment options preferred, frequently used addresses, links you click on.
• Cookies and other technologies: we use them in order to provide functionality and to recognize you when you’re trying to use our services.

1.3 Information we receive from other sources

We may receive information about you if you use other services we provide or from public registers. We are also working closely with third parties (including, for example, carriers, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, credit reference agencies) and may receive information about you from them.

2. Period of retention

It is our aim to process your personal data to the least extent possible. If the exact storage periods are not mentioned in this statement, we will only store your personal data as long as it is necessary to fulfil the purpose for which it was originally collected and, if appropriate, as long as legally stipulated.
When the processing of the personal data is no longer necessary for the purpose of which it was collected, we will erase such personal data.

3. Purposes of the processing

3.1 Information about the customer you give to us

We will use this information in order to:

• carry out our obligations arising from any contracts entered into between you and us and to provide you with the information, products and services that you request from us, including to process transactions with you, send you transactional information, authenticate when you log in, provide customer support, and operate and maintain our services;
• provide you with information about other goods and services we offer that are similar to those that you have already purchased or enquired about, in case that you have given direct consent to receiving this type of communications and have not withdrawn it;
• provide you with information about goods or services we feel may interest you, in case that you have given direct consent to receiving this type of communications and have not withdrawn it;
• notify you about changes to our services;
• ensure that content from our site is presented in the most effective manner for you and for your computer;
• conduct research for development: we learn about how our customers use our services and feedback provided directly to us to troubleshoot and to identify trends, usage, activity patterns and areas for integration and improvement of our services;
• protect our legitimate business interests and legal rights, whenever it is required for us to do so in connection with legal claims, compliance, regulatory, and audit functions, and disclosures in connection with the acquisition, merger or sale of a business.

3.2 Information you give to us relating to the pick-up, the delivery and to the confirmation

We will use this information in order to:

• carry out our obligations arising from any contracts entered into between you and us (including forwarding this information to the carriers within EEA to organize and execute transportation);
• provide you with the information, products and services that you request from us.

3.3 Information we receive from other sources

We may combine this information with information you give to us. We may use this information and the combined information for the purposes set out above (depending on the types of information we receive).

4. Disclosure of your information

Depending on the nature and scope of our assignment or the services requested from us, we may share personal information with the following recipients to the extent that such disclosure or transmission is deemed reasonably necessary or desirable for satisfying the purposes mentioned above or at the specific legitimate request of our clients, the data subjects concerned. We may share your personal data with:

• authorized Eurosender personnel located within EEA countries that need access to the information for the performance of any contract we enter into with you;
• companies part of the Eurosender group in order to operate and improve products and services;
• selected third parties including carriers and other business partners, suppliers and sub-contractors (all within EEA countries) for the performance of any contract we enter into with them or you, including: carriers, providers of website and application development, hosting, maintenance, backup, storage, virtual infrastructure, payment processors, accounting firms, CRM platform providers, phone system providers, analytics systems providers, etc.

When choosing third parties to whom we may share your information, Eurosender takes all the necessary precautions to ensure their adequate level of protection with regards to personal data.
We may also disclose your personal information to third parties:

• In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets, but only in case that it is strictly necessary for the transaction to be concluded.
• If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms and conditions (https://www.eurosender.com/en/terms-conditions) and other agreements; or to protect the rights, property, or safety of Eurosender, our customers, or others. This includes exchanging information with other companies and organizations for the purposes of fraud protection and credit risk reduction.

Eurosender would like to point out that it takes its duties towards customers, partners and personnel seriously; hence, does not disclose data to anyone, unless it is required to do so in order to comply with the law or a valid and binding order of a government or regulatory body, or in order to fulfil a contractual obligation for which the data subject has given consent to the processing (such as cases mentioned above). In such cases, the government or regulatory bodies need to follow the applicable legal process to obtain valid and binding orders, and such orders are reviewed by Eurosender, which may object to too broad or otherwise inappropriate or inadequate orders.
Unless prohibited from doing so, or if there is a clear indication of illegal conduct in connection with the use of Eurosender’s products or services, Eurosender gives a notice to its customers before disclosing a customer’s contact, so that they can seek and prepare protection from disclosure.
Eurosender also takes serious precautions with regard to transfers outside of the EEA. Eurosender commits to not transferring data outside of the EEA, unless that country or territory also ensures an adequate level of protection or appropriate safeguards, and under the condition that the enforceable data subject rights and effective legal remedies for data subjects are available.

5. Newsletter

You may subscribe our newsletter which will give you all necessary information on our services and all the changes in our platform you need to know about. When you come to our page being signed into your Google account, you can create a Eurosender account via a pop up notification. This step will enroll you in our newsletter program automatically. You will then receive an introduction email from which you easily can unsubscribe from the newsletter in case you do not wish to receive it. In this case, your personal data will be automatically deleted after one (1) month.
The data shared from your Google account for creating a Eurosender account and sending the newsletter is your email address, name, and profile picture – providing additional data is voluntary. The email address supplied by you can be used in targeting our advertising.
Also, we save the IP addresses you used and the times of sign-up and confirmation. The purpose of the procedure is to verify your sign-up and, if necessary, to inform you about possible misuse of your personal data.
You may at any time revoke your consent to receiving the newsletter by clicking the link provided in each newsletter e-mail or by sending request to dataprotection@eurosender.com.

6. Legal basis

In order to be a lawful processing, a controller must always base its processing activities of personal data on one of the legal grounds enumerated within the GDPR. We will process your personal data only when we have an appropriate legal basis for doing so.
Your personal data shall be processed when:

1. you have given your consent;
2. it is necessary for the performance of a contract to which you are a party or in order to take steps at your request before entering into a contract;
3. it is necessary for compliance with a legal obligation to which we are subject;
4. it is necessary for the purposes of our legitimate interests as long as our interests are not overridden by your interests or fundamental rights and freedoms. For instance:
   • to establish, exercise or defend our legal rights in case of a legal claim;
   • to maintain and update our list of contacts;
   • to deal with communications received from you, contacts via phone or email, and responding to your queries;
   • to ensure network and information security and stability.

7. Your rights & Remedies

7.1 Right to access

You have the right to obtain from us confirmation as to whether or not personal information concerning you is being processed, and, where that is the case, access the personal information and relevant information in that regard.

7.2 Right to correction

You have the right to obtain from us without undue delay the rectification of inaccurate personal information concerning you and taking into account the purposes of the processing, the right to have incomplete personal information completed.

7.3 Right to object

You have the right to object to the processing of your personal data in certain circumstances stated by GDPR.

7.4 Right to erasure (Right to be forgotten)

You have the right to be forgotten whenever the original purposes are no longer relevant and that we do not have legitimate grounds to decline your request to be forgotten.

7.5 Right to request the restriction of processing

If you do not agree with a decision to process personal data based on our legitimate interest you may request that such processing be restricted. You may also request a restriction of processing if you consider that we process incorrect data or that the personal data is no longer necessary for the purposes of processing.

7.6 Right to transportability

You may ask for the transfer of your personal data to another party.

7.7 Right to withdraw your consent

You have the right to withdraw your consent at any time when the processing of personal data was based on your consent.

7.8 Right to lodge a complaint with the supervisory authority

You have the right to file a complaint with the data protection authority in your country. Nevertheless, we invite you to contact us before making any complaint to the competent authority.

To exercise your rights, you can send a written request to dataprotection@eurosender.com.

8. Notification of breach

We will notify the National Data Protection Commission in case of a breach of personal data without undue delay and no later than 72 hours after detecting the breach.

Pursuant to the provisions of GDPR, clients and contacts will be personally notified of a personal data breach, without undue delay, only when the personal data breach is likely to result in a high risk to their rights and freedoms.

9. Changes to our privacy policy

Any changes we may make to our Privacy Policy in the future will be posted on this page and, where appropriate, notified to you by e-mail.

We encourage you to review regularly this page to remain informed about your rights and the way we process your personal data.

This Policy was last reviewed and updated on 26th of November 2019.

10. Other websites

Our site may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

11. Contact

Questions, comments, complaints and requests regarding this privacy policy are welcomed and should be addressed to dataprotection@eurosender.com.

This version of the Terms and Conditions enters into force on December 1st 2024.