Terms

This Agreement on the provision of services through an electronic system determines the conditions and procedure for providing services for the delivery of postal parcels on the website smartpost.global

Website smartpost.global is owned and operated by the SMART FORWARDING S.M.P.C.

SMART FORWARDING S.M.P.C. is a resident of the Hellenic Republic, registered at: 4-6 Despos Sechou Str., Athens, 11743, Greece, company registration number: 13965820100, postal operator license: 18-065

1. Introduction

1.1. When ordering services through smartpost.global, SMART FORWARDING S.M.P.C. (hereinafter referred to as the "Contractor") and an individual or legal entity (hereinafter referred to as the "Customer"), hereinafter collectively referred to as the "Parties", enter into this Agreement on the conditions set forth below.

1.2. The Agreement is the legally agreement between the Parties and regulates the use of the Contractor’s services by the Customer, and also the public and official offer to an unlimited circle of natural and legal entities from among of this website population to use the Contractor’s services (the public offer).

1.3. The agreement provides for the full consent and understanding of the Parties and cancels all previous conclusion of negotiations, discussions and arrangements between them. Neither of the Parties free from bonds and ties, conditions, warranties, promises, definitions, others than directly specified in this Agreement.

1.4. By placing an Order through the Site, the Customer confirms that he has read the contents of this Agreement, accepts its conditions and agrees to comply with them.

1.5. If the Customer does not agree with at least one of the clauses of the Agreement, he is not entitled to use the Contractor's Services.

1.6. Each Party guarantees to the other Party that it has necessary capacity to act, and also all rights and powers for the conclusion and execution of the terms of the Agreement.

1.7. The Contractor retains the right to make changes to the Agreement, and therefore the Customer undertakes to regularly monitor changes in the Agreement.

1.8. The Customer accepts terms of this Agreement, pressing a button "Send a parcel".

1.9. For its services the Contractor withholds from the Customer the commission specified on the Website in the section “Tariffs” and also cost of the additional services indicated in the Order filling form.

1.10. The customer may not offer its own conditions of the Agreement.

2. Terms and Definitions

2.1. User is an individual and / or legal entity using information posted on the Internet.

2.2. Website is an online resource located at the web address - smartpost.global

2.3. Sender is an individual and / or the legal entity statutorily registered in the territory of the host country that has transferred to the Post Company, Transport Company, carrier or express carrier an international postal parcel or express cargo for transportation.

2.4. Recipient / Addressee is an individual whose data is indicated on the front side of the individual express carrier's consignment note or on the international postal consignment note, and who is the final Recipient of parcel.

2.5. Express carrier / Courier company / Postal operator (hereinafter referred to as the “Carrier”) is an individual or private and / or state legal entity that performs the function of transporting and delivering goods.

2.6. Courier is an employee / representative of the Contractor and / or the Carrier and / or its subcontractor.

2.7. Parcel Locker is an electronic automatic terminal that allows sending and / or retrieving parcels without the participation of courier service employees.

2.8. PUDO - post office providing reception and delivery of postal parcels.

2.9. IPI - an international postal item accepted for shipment from an individual located in the country of departure and addressed to an individual located in the country of destination.

2.10. Customs declaration is an official statement of the Customer in the established form, which contains accurate information about the goods: a complete list of items, which contains information about the name, number of items and the cost of each item.

2.11. Transportation is the planned movement of the Carrier’s vehicle to carry out the delivery process along a predetermined route and a fixed schedule.

2.12. Order is an application for the organization of IPI transportation, drawn up in the appropriate form on the website smartpost.global

2.13. UPU - Universal Postal Union.

2.14. The UPU Convention is an international legal agreement on the procedure for international postal relations, which includes the rules applicable to postal items exchanged by all UPU member countries.

2.15. Act of inappropriate condition is a document that must be drawn up in case of improper condition of the parcel at acceptance. It is drawn up when the postal parcel is delivered to the Recipient and must be certified by the signature of the Recipient and the delivery service employee.

2.16. Terms not defined in Paragraph 2 of this Agreement may be used in this Agreement. In this case, the interpretation of such a term is made in accordance with the text of this Agreement. In the absence of an unambiguous interpretation of the term in the text of the Agreement, the interpretation of the term should be guided by: first of all, on the website of the selected Carrier; secondly, on the Internet.

3. The procedure for using the Website

Order placement

3.1. The Contractor provides the Customer with information about the available Carriers, tariffs and additional services.

3.2. The Contractor provides the Customer with software for processing applications for IPI transportation by Carriers, available on the Website, as well as to pay for the cost of the ordered transportation.

3.3. The Contractor provides the Customer with software for creating customs declarations, postal labels and other accompanying documents required for the IPI transportation.

3.4. The Contractor provides the Customer with access to the tracking system to check the status of the IPI, the sending of which was executed through the Website.

3.5. Each User can use the services of the Contractor to fill out an application for transportation under the terms of this Agreement, as well as the regulations of the selected Carriers.

3.6. Each user can send a message to the Contractor using the contact form on the Support service available on the Website.

3.7. The Contractor is not an employee or representative of the Carriers represented on the Site. When making an IPI transportation service via the Website, the Customer enters into legal relations (concludes an agreement) with each selected Carrier based on the Public offer of the selected Carrier.

3.8. Each of the Carriers selected by the Customer is guided in its activities by its own regulations and the conditions for sending and delivering IPI. Before placing the Shipment Order, the Customer must familiarize themselves with the Terms of Service of the selected Carriers.

3.9. Information on the Terms of Service for each of the Carriers presented on the Website is available in the information section of the selected Carrier on the Website.

3.10. By placing an Order on the Website, the Customer confirms that he is familiar with the Terms of the services of the selected Carriers and accepts them.

3.11. Collection of IPI in the country of departure and delivery in the country of destination is carried out by the Carriers selected by the Customer. IPI transportation and transfer from the Carrier in the country of departure to the Carrier in the country of destination can be carried out by the Carriers and / or their subcontractors, as well as by the Contractor and / or subcontractors of the Contractor.

3.12. When placing an Order for sending IPIs, the Customer undertakes to indicate the address and contact details of the Sender and the Recipient, methods for sending and receiving IPIs, as well as general information about IPIs, including, but not limited to, data on weight and dimensions, as well as the content description.

3.13. The Customer selects the methods for sending and delivering IPI from those available on the Website for the selected Carriers when placing the Order.

3.14. Changing the method of sending and / or delivery after placing the Order is not allowed.

3.15. An order is considered placed after payment for its implementation on the Website.

3.16. If the Customer cannot transfer the IPI to the selected Carrier in the country of departure within the period specified in the details of the Order, the Customer must submit an application to the Contractor’s Support Service to change the date and / or time of the IPI transfer.

3.17. The Customer independently fills in the Customs declaration in the appropriate section of the Order form on the Website and ensures that the data is correct.

3.18. Declaration by common names, for example, “clothing”, “shoes”, etc., is not recommended.

3.19. Changing the data specified in the Customs declaration after placing the Order is not allowed.

3.20. The list of some restrictions and limits for duty-free importation is published at https://smartpost.global/en/restrictions. In case of lack of information for the necessary country, the Customer can address to the Service of customs control of a country of destination for refining.

3.21. The Contractor does not guarantee timely delivery of parcel if the Receiver's details specified by the Customer are incorrect or invalid.

Receipt / collection and delivery of IPI

3.22. When ordering the Carrier’s courier collection or delivery service, the Customer agrees that the Carrier will not be required to provide any equipment or labor that may be required for loading or unloading.

3.23. Reception and / or delivery of IPI is carried out by the Carriers during business hours. The Customer undertakes to independently familiarize himself with the schedule of the selected Carriers posted in the public domain on the websites of the Carriers.

3.24. The Sender undertakes to transfer the IPI to the Carrier, duly packaged and marked with the accompanying documents, which were sent to the Customer by email when placing the Order.

3.25. Lack of marking is allowed for sending IPI using the Carriers for which such a service is provided. The list of available Carriers is posted on the Website with the mark “No Printer”.

3.26. The Carrier may refuse to accept IPI and arrange its transportation in case of the detecting of content that is prohibited from being sent by postal and customs legislation and / or the Conditions for the provision of the Carrier's services.

3.27. The Сarrier may refuse to accept the IPI and arrange its transportation in case of improper packaging of IPIs, which does not meet the standards necessary to ensure the safety of IPIs in the established in the Conditions for the provision of the Carrier's services.

3.28. The Сarrier may refuse to accept the IPI and arrange its transportation in case of lack the IPI marking, if this is provided for by the Carrier selected by the Customer.

3.29. To receive the IPI, the Addressee must provide the Carrier with a document proving the identity of the Addressee.

3.30. The Carrier and / or Carrier’s employees have the right to refuse to issue the IPI to the Addressee in case of impossibility and / or refusal by the Addressee to provide an identity document.

Cancel and Return

3.31. The Customer may cancel the transportation Order until payment.

3.32. The Customer may cancel the Order with a refund of the amount paid for transportation until the moment of transfer of the IPI to the Carrier in the country of departure.

3.33. The Order cannot be canceled after the transfer of IPI to the Carrier.

3.34. Cancellation of the Order is made by submitting an appropriate request to the Contractor Support Service.

3.35. If it is necessary to cancel the Order after transferring the IPI to the Carrier, the Customer must complete the return procedure by submitting an appropriate request to the Contractor’s Support Service.

3.36. An IPI return request can be made before the IPI is actually delivered to the Addressee. The fact of IPI delivery to the Addressee is confirmed by the tracking data on the Website and / or in the tracking system of the Carrier of the country of destination.

3.37. In the case of the return of the IPI at the request of the Customer at any stage of transportation, the cost of services paid by the Customer is not refundable.

3.38. The return of the IPI is carried out in accordance with the terms of this Agreement, as well as the Conditions of the Carriers and the regulations of the current customs legislation of the countries in which the IPI is located and through which it is transported.

3.39. If delivery to the Addressee is not possible, the IPI may be returned to the Contractor. Upon receipt, the Contractor shall notify the Customer of the return of the IPI.

3.40. The cost of transportation services, customs clearance and other related services for the return of the IPI is borne by the Customer.

3.41. After paying the costs associated with returning the IPI, the Customer may request a re-sending of the IPI. The cost of the re-sending service corresponds to the shipping rates indicated on the Website.

3.42. In case of refusal of the Customer from compensation for expenses, connected with IPI return, the Contractor reserves the right to utilize content of IPI or to make other actions at discretion to pay possible damages because of unpaid services by the Customer.

3.43. The Contractor doesn't accept claims and doesn't bear responsibility for the IPI delivery speed by the Carriers selected by the Customer. The delivery terms specified on the Website and are indicative.

Intellectual Property Rights

3.44. The Contractor grants to the Customer the personal non-exclusive and inexpressible right to use the software provided in the Website on the condition that neither the Customer, nor any other persons with assistance of the Customer will be:

• to copy or change the software;
• to create the programs derivative of the software;
• to get into the software for the purpose of receiving codes of programs;
• to effect a sale, leasing, transfer to the third parties in any other form of the rights concerning the software of the services provided to the Customer according to the Agreement;
• to modify services, including for the purpose of receiving unauthorized access to them.

3.45. Except the cases established by this Agreement, and also by the current legislation of the Hellenic Republic, no сontent of the Website can be copied (is reproduced), processed, widespread, displayed in a frame, published, downloaded, transferred, sold or used by a different way entirely or partially without preliminary permission of the owner, except cases when the owner has explicitly expressed the consent to free use of the Website’s content by any person.

3.46. The Customer understands, accepts and agrees that all elements of the Website are protected by the author’s right. In spite of the fact that the Customer is granted the rights of use of the Website, such use of the Website is not and cannot be regarded under no circumstances as transfer and/or a concession of the exclusive right concerning the specified programs from the Contractor to the Customer.

3.47. Provisions of this Agreement and the current legislation of the Hellenic Republic about protection of intellectual property equally extend to the Website as a difficult object of the intellectual rights, including its design, methods and the principles of functioning of the Website, business processes and technologies, an order of an arrangement of materials and other elements of the Website which are under protection.

3.48. In case of the unlawful use by the Customer posted on the Website of content belonging to the Contractor and also use of design, methods and the principles of functioning of the Website, business of processes and technologies, an order of an arrangement of materials and other protected elements of the Website as difficult object of the intellectual rights, the Customer can be brought to civil, administrative and criminal responsibility according to provisions of the current legislation of Greece.

4. Payment settlement procedure

4.1. The cost of services available on the Website is determined in accordance with the tariffs posted on the Website.

4.2. Settlement rules, including, but not limited to, such as minimum estimated weight, chargeable weight (volumetric or actual), volumetric weight coefficient are determined in accordance with the conditions of the Carriers available on the Website.

4.3. The actual weight of the IPI is determined by weighing on the balance.

4.4. IPI volumetric weight is determined by calculation using the volumetric weight calculation formula: length (cm) x height (cm) x width (cm) / volumetric weight coefficient of the selected Carrier.

4.5. Settlements between the Parties are carried out by electronic payments when placing an Order on the basis of an invoice issued by the Contractor to the Customer's email address, which is indicated in the Order data.

4.6. Settlements between the Parties are carried out in the currency of the country of departure of the IPI.

4.7. Payment of the cost of additional expenses incurred by the Contractor, including, but not limited to, such as customs duties and fines, transportation services of third parties, costs of returning the IPI, compensation for the difference in cost for volumetric weight, must be made by the Customer within 5 days from the receipt of the message containing the invoice.

4.8. In case the Contractor refuses to provide services, the Contractor returns the funds received from the Customer minus the commission of the Intermediaries (payment systems of banks, etc.) used for money transfers.

4.9. In case of cancellation of the Order by the Customer in accordance with the terms of clause 3.32. of this Agreement, the Contractor shall return the funds received from the Customer minus the commission of the Intermediaries (payment systems of banks, etc.) used for money transfers.

4.10. The order is not accepted for execution by the Contractor until the Customer pays the cost of services.

5. Rights and obligations of the Parties

5.1. The Customer undertakes:

5.1.1. To get acquainted independently with the text of this Agreement, to check existence of changes in the Agreement and applications.

5.1.2. To get acquainted with conditions of rendering of services on the Contractor's Website: tariffs, reduced and full user's guide, the list of the goods forbidden to transportation, etc. and also to observe them.

5.1.3. To pay in time and in full the cost of ordered IPI transportation services, taxes, fees, the customs duties and other expenses arising in connection with rendering of services by the Contractor and also cost of a commission of the Contractor. In case of shortage of funds, the Contractor has the right to suspend or stop service of the Customer.

5.1.4. To pay for ordered IPI transportation services only with personalized credit and debit cards, PayPal, and bank transfers from the accounts and/or accounts belonging personally to him without use of cards or accounts of the third parties. Payment by gift or anonymous virtual cards is strictly forbidden. In case of violation of this rule the Contractor has the right to suspend rendering services.

5.1.5. to provide in time and in full the reliable information necessary for rendering Services by the Contractor. In case of a lack of such information or doubts in its reliability, the Contractor has the right to suspend rendering of services and to require an additional information from the Customer.

5.1.6. Provide employees of the selected Carriers with access to the shipping and delivery addresses specified in the Order.

5.1.7. Do not transfer for shipment items prohibited for transportation under the terms of this Agreement, the regulations of the selected Carriers, the UPU Convention, as well as the laws of the countries of departure and destination.

5.1.8. To ensure compliance of the IPI packaging with the Contractor’s service rules published in http://smartpost.global/en/information/packaging, the conditions of the selected Carriers, as well as the rules for the transportation of international mail in accordance with the UPU standards.

5.1.9. To indicate the reliable data on IPI contents and its declared value in the Customs declaration.

5.1.10. In the case of improper condition of the IPI upon receipt by the Addressee, ensure the preparation of the Act on the improper condition of the IPI with the representative of the Carrier of the country of destination.

5.1.11. In case of indicating the wrong dimensions and, as a consequence, the difference in the volume and actual weight of the IPI, which entails a change in the tariff for sending upwards, pay off the debt within 12 hours from the moment of receipt of the message containing the corresponding invoice from the Contractor.

5.1.12. In case of returning the IPI, pay the return cost in the amount that corresponds to the amount paid for the transportation (delivery) of the IPI, as well as all taxes, fees, customs duties and other expenses that arise in connection with the provision of the IPI return service by the Contractor.

5.1.13. Submit a request for readdressing the IPI before it is handed to the Addressee using the communication channels with the Contractor’s Support Service specified in paragraph 8 of this Agreement.

5.1.14. In case of return of the IPI, ensure its receipt at the Carrier’s branch of the country of departure within the specified period.

5.1.15. In case of filing a claim, ensure the provision of the Act on the improper condition certified by the Carrier of the country of destination and the Addressee, as well as all the data requested by the Contractor that may reasonably be required to conduct an investigation.

5.1.16. In case if during the delivery process it turned out that the IPI contained poisonous, radioactive and / or chemicals, acids and other dangerous compounds that the Customer did not warn about, then he bears full liability for all losses incurred by the third-party IPIs that were transported or stored together with the Customer’s IPI, as well as for all losses incurred by the Carrier, Contractor, owner and drivers of vehicles.

5.2. The customer has the right:

5.2.1. To demand from the Contractor the fulfillment of the obligations stipulated by this Agreement.

5.2.2. To demand the provision of additional services if they were ordered and paid for when placing an Order on the Website.

5.2.3. To have the round-the-clock access to the Website, which is placed on the Contractor's server, except for time of carrying out scheduled maintenance.

5.2.4. To receive information on implementation of the Order from the Contractor.

5.2.5. To demand the reimbursement of the full or partial cost of the insured IPI within the insured value in case of damage or loss in accordance with the claim submission procedure provided for in paragraph 8 of this Agreement within the time period specified in paragraph 8 of this Agreement.

5.3. The Contractor undertakes:

5.3.1. To ensure the provision of relevant information on available Carriers, services and tariffs by posting such information on the Website.

5.3.2. To provide the Customer with access to the system for generating of postal and customs documents required by the Carriers for the organization of transport services ordered on the Website.

5.3.3. On behalf of and at the expense of the Customer, to arrange the receipt and delivery of the customer’s IPI according to the data specified in the Order placed by the Customer on the Website.

5.3.4. On its own behalf and at the expense of the Customer, pay for the services of the Carriers selected by the Customer.

5.3.5. Provide the Customer with information on the performance of the services specified in this Agreement.

5.3.6. Not to disclose the data provided to him by the Customer, and not to transfer them to third parties, except as provided for by the legislation of the countries of departure, following and destination of the IPI.

5.4. The Contractor has the right:

5.4.1. To refuse to accept and / or fulfill the Order if the information provided by the Customer is incomplete, incorrect or inaccurate.

5.4.2. To refuse to accept and / or fulfill the Order if the IPI parameters specified by the Customer do not comply with the established limits and rules of the Carriers selected by the Customer.

5.4.3. To refuse to accept and / or fulfill the Order, if the declared content of the IPI is included in the list of goods prohibited and / or restricted for transportation, a link to the list of which is specified in clause 3.20. of this Agreement and / or according to the UPU Convention and / or the conditions of Carriers selected by the Customer.

5.4.4. To reconsider tariffs on a unilateral basis with notification to the Customer by posting updates on the Website.

5.4.5. To entrust the opening of the IPI to the Carriers with the purpose of checking the contents for the presence of prohibited goods at any stage of transportation.

5.4.6. To charge the Carriers with the verification of the actual and volumetric weight of the IPI at any stage of transportation and charge from the Customer an additional fee for the difference in weight in case of discrepancy with the declared Customer when sending.

5.4.7. To refuse the Customer to provide services without explanation at any time prior to receipt of payment.

5.4.8. To receive remuneration for the services rendered.

5.4.9. To receive from the Customer information necessary for the provision of services.

5.4.10. At its discretion, attract third parties to fulfill obligations under this Agreement (including, but not exclusively, freight forwarders, carriers, customs brokers, etc.), without the consent of the Customer, while retaining full responsibility to the Customer for their actions or inaction.

5.4.11. To change provisions of the Agreement by placement their Website on a unilateral basis.

6. Limitation of liability

6.1. The Customer uses the Website at own risk. The Contractor does not assume responsibility for compliance the Website to the purposes and expectations of the Customer.

6.2. The Contractor is not responsible for any expenses of the Customer, and also direct or indirect loss which can be caused to the Customer owing to use of services of the Contractor, as a result of use or impossibility of use of services and suffered as a result of mistakes, admissions, breaks in work, removals of files, changes of functions, defects and delays at data transmission, etc.

6.3. The Contractor is not responsible for the actions or inaction of the adjacent services and services used for rendering of services to the Customer, but do not belong to the Contractor: banks, post services, transport companies, Internet service providers, email-services, payment service providers, Services of customs control, etc.

6.4. For convenience of users at the Website there can be references to other websites. The Contractor is not responsible for the content of third-party resources.

6.5. The Contractor has the right to post advertising content on the services of third parties on the Website. The use of such services is not the subject of this Agreement and is governed by the individual conditions of the respective third parties.

6.6. If the Customer intentionally provides false information about the cost of the IPI content, the Contractor is not responsible for collecting customs duties, does not reimburse them, and also does not represent the Customer's interests in relation to the Customs Control Service.

6.7. The Contractor is not an employee of transport company or post service and is not responsible for one of ways of transfer of IPI.

6.8. The Contractor pays the insured sum to the Customer only from the insured IPI. The amount of insurance compensation cannot exceed the cost of the things insured by the Customer. The expenses on delivery of a IPI are not included to the insurance payments.

6.9. IPI can be insured by the Contractor from partial, total loss or damages in the course of delivery. The insurance does not cover cases of confiscation of the IPI by customs, cases of sending the IPI to the nonexistent address, return of the IPI to the sender according to the solution of Carriers or customs.

6.10. The insurance does not cover to non-delivery IPI which cost exceeds the maximum sum of an insurance (1000 EUR).

6.11. The IPI is considered delivered if in the system of tracking of the Website it is specified the corresponding status and / or a similar status is indicated in the tracking system of the Carriers.

6.12. Some information on the Website is taken from external sources or has a type that often changes. The Contractor does not guarantee, in particular, the accuracy and relevance of information on the conditions of postal and customs legislation, delivery times, packaging requirements, limits and restrictions.

7. Service of insurance

7.1. The Contractor offers the Customers voluntarily use the service of risks insurance associated with the delivery of IPI. To use an Insurance service, the Customer has to choose it upon registration or before payment of the new Order in the Website. The service of insurance begins to work from the moment of the actual payment of insurance fee.

7.2. In case of refusal the Customer from insurance service use, the Customer understands and agrees that the Contractor won't compensate the cost of IPI. The Customer has the right to handle independently a claim to the selected Carrier within the current legislation.

7.3. The service of insurance is extended to the stage of the international delivery of IPI from the Sender to the Addressee. The service of insurance is not covered the commission of the Contractor, taxes and duties at any stage are possible.

7.4. Acceptance of insurance requests for the insurance service is accepted only upon written request of the Customer through official channels of communication with the Contractor listed in paragraph 8 of this Agreement. The Customer is obliged to notify the Contractor of the insured event not later than 3 (three) calendar days after the expected date of delivery of the IPI according to the information in the tracking system of the Carrier.

7.5. When using by the Customer services of insurance, the Contractor undertakes to review the Customer's complaint at the bases sufficient for confirmation of an insured event. Moreover, following the results of consideration, in case of the positive decision to carry out calculation and to pay compensation within actual or the Customer of an insurance maximum.

7.6. The tariff for insurance services is posted on the Website for each specific Carrier and is displayed when placing an Order. The amount of the insurance fee is added to the invoice for payment of services for the placed Order.

7.7. Information about ordering and payment for service of insurance of departure and obtained by adding the values of all inclusions in the IPI the sum of an insurance maximum, is specified and checked by the Customer in details of the Order on the Website. The sum of insurance does not appear in post accompanying documents on an IPI.

7.8. The insurance service covers the protection of IPI from external damage or loss.

7.9. Insurance does not cover the cost of content in the form of all types of equipment that have not been tested for operability during receipt of the IPI by the Carrier.

7.10. For filing a claim on shortages / damages the Customer undertakes to provide to the Contractor for conducting investigation rather documentary confirmation for justification of a claim within 3 (three) days from the moment of the first request of the Customer. The provided materials can include:

• the Act of inappropriate condition or the document similar to such act made and certified by the signature of the authorized employee of the Carrier;
• the Act of a difference in weight and/or opening of the IPI with support by other materials;
• accurate detailed photos of Goods and defects at damage;
• the packaging in which the IPI was transported;
• an examination conducted by an authorized organization for damaged goods.

7.11. The Customer undertakes until the render a decision on the claim by the Contractor to keep all documents, goods and the original packaging received state, not to use, not to destroy.

7.12. The insurance service does not cover the risks of damage to IPIs sent without proper packaging and / or using packaging that does not comply with the Contractor's rules posted on the Website, as well as the conditions of carriers chosen by the Customer.

7.13. The Contractor has the right to refuse payment for the bases, including without limitation the following:

• the Customer has reported about detention and/or loss of the IPI after admissible terms of search - after 3 calendar days from the moment of the date of delivery planned by the Carrier;
• the Customer has refused and / or couldn't provide documents for justification of a claim within 3 (three) days from the moment of the request form;
• the Customer has refused and / or could not provide Act of inappropriate condition, which is drawn up on the letterhead of the form established by the law with the employee of the Carrier;
• the Customer has refused and/or could not confirm declared cost of content according to the invoice;
• overstatement / understatement of declared value is discovered;
• there is revealed forbidden inclusions in the IPI;
• the IPI has been detained and/or is confiscated by the authorized bodies (customs, etc.);
• the IPI has been found and delivered after recognition lost.

7.14. The size of insurance compensation on damages:

• in case of the positive decision if the damaged inclusion can be used, the sum of compensation makes 30% of the goods cost declared by the Customer in the Customs declaration;
• in case of the positive decision, if damaged inclusion can't be used, compensation according to invoice cost but which is no more than declared by the Customer in the Customs declaration;
• in case of a lack of the indication of cost of a position the amount of compensation is defined in proportion to the mass of the lost or damaged part of an inclusion irrespective of its actual cost, but no more than announced IPI value. In that case, the cost of unit of mass is determined by division of the sum of the announced value into a share of mass of an inclusion.

7.15. The cost of delivery is subject to return only in cases of loss of departure and / or full shortage / damage (the received empty box, the only goods in the IPI are completely destroyed).

7.16. If the parcel was lost or damaged, payment of compensation behind service of insurance will be carried out within 30 calendar days from the date of adoption of the positive decision on compensation and only on condition of payment by the Customer of all services to the Contractor.

7.17. The Contractor undertakes to review the insurance complaints of the Customer and to render a decision on payment in time from 7 to 30 calendar days from the moment of obtaining results of investigation.

7.18. It is possible to recognize an IPI lost only following the results of the search, which is carried out by Carrier. Search can be initiated by the Contractor for the traced ways of delivery on terms, regulated for every way on the Website in the section Tariffs. Terms of search average 30-60 days, but vary for each method of delivery in each case.

7.19. In case of identification of a parcel, earlier being considered lost for which the Contractor has carried already out compensation the sum of the paid compensation is subject to return to the Contractor in full during no more than 30 calendar days from the date of actual delivery of the IPI to the Addressee and / or return to the Sender.

7.20. Payment of compensation on service of insurance is carried out after signing by the Parties «Indemnity Agreement» and on the conditions provided in it. The Customer understands that payment of compensation is the final result of consideration of a claim and undertakes to exempt the Contractor from further claims, trials and/or the debate on the IPI as soon as it carrying out insurance payment.

8. Contact information and handling complaints

Support service

8.1. Support services (hereafter «Support») located at the address https://smartpost.global/en/contacts and represents the program environment in which the Parties in the form of dialogue resolve all issues connected with implementation of this Agreement, quality of services and functioning the Website.

8.2. The Contractor provides the Customer with hotline phone numbers for calls related to the fulfillment by the Parties of obligations under this Agreement in each country where the Contractor’s branch is present.

8.3. If for this country there is no separate contact telephone number, the telephone number of the Contractor's hotline can be used for communication - +302109243008.

8.4. In order to clarify issues related to the provision of transport services by the Carriers, the Customer may contact the Carriers 'contact centers, the data of which are publicly available on the Carriers' websites, understanding that the Carriers are not parties to this Agreement.

8.5. Requests can be sent to the Contractor in the form of an email sent to the address of the Support - support@smartpost.global

Complaints and Claims

8.6. The Customer has the right to file complaints and claims regarding the services provided by the Contractor in accordance with the terms of this Agreement.

8.7. Claims of the Customer must be submitted in writing no later than 3 (three) business days from the date of emergence the claims and sent to the Contractor’s Support support@smartpost.global marked as a "Claim".

8.8. The Contractor undertakes to provide the Customer with Application Forms for Search and Claims of the established form for filling out data.

8.9. The Customer agrees to fill out the Application forms provided, certify them with his signature and send the scan copies to the email address provided by the Contractor, following the instructions of the Contractor.

8.10. IPI can be recognized as lost only by the results of a search conducted by the Contractor and / or Carrier at the request of the Customer in the form of a executed Application for the search.

8.11. The period of time during which the Contractor and / or the Carrier searches for IPI is 7-60 days from the date the Contractor registers the request from the Customer. The date of fixation is indicated by the Contractor in an email with the confirmation of the request, which is sent to the e-mail address of the Customer in response to the letter containing the completed and certified Application form.

8.12. The time for consideration of the claim by the Contractor is 7-30 days from the date on which the Contractor fixes the Customer's request. The date of fixation is indicated by the Contractor in an email with the confirmation of the request, which is sent to the e-mail address of the Customer in response to the letter containing the completed and certified Application form.

9. Personal data

9.1. Using the services provided on the Website, the Customer agrees to the collection and use of his personal data in accordance with the terms of the Contractor's Privacy Policy, as well as the terms of the Privacy Policy of the Carriers whose services are available on the website.

9.2. Information on the Contractor’s privacy policy is available on the Website. Information on the Privacy Policy of the Carriers is available on the websites and other public resources of the Carriers.

9.3. Before using the services provided on the website, the Customer agrees to independently familiarize themselves with the terms of the Privacy Policy of the Contractor and the selected Carriers.

9.4. Using the services provided on the Website, the Customer confirms that it is notified (without additional notice) about the rights, established by the European legislation «About protection of personal data», about the purposes of data collection, and also that his personal data is transferred to the Contractor and / or the selected Carriers for the purpose of a possibility of performance of conditions of this Agreement and / or the Agreements for the provision of services of the Carriers selected by the Customer.

9.5. Using the services provided on the Website, the Customer agrees that the Contractor has the right to report his personal data to reasonable inquiry of public authorities or at detection of suspicious and / or illegal financial operations without any additional reports of the Customer, without changing at the same time the purpose of processing of personal data (for example, at the direction of advertising). The volume of the rights of the Customer as subject of personal data according to European legislation «About protection of personal data» is known and clear to him.

10. Final Provisions

Settlement of disputes

10.1. The disputes, disagreements and conflict situations connected with the performance of conditions of this Agreement are solved by the parties by negotiations.

10.2. The unresolved conflicts are solved according to the legislation of the Hellenic Republic.

Validity of Agreement

10.3. Date of conclusion of Agreement and the moment of full acceptance by the Customer of conditions of this Agreement is date of placing Order on the Website.

10.4. The Agreement can be changed by the Contractor without any special notice.

10.5. Only the correct version of the Agreement is at the address https://smartpost.global/en/legal/agreement.

10.6. Continuation of use of services after change of the current terms of Agreement, that will be posted on the Website, will be considered as the Customer's consent with the made changes and additions.

10.7. The agreement is obligatory for performance by the Contractor from the date of its publication, updating on the Website and in free access, provides acquaintance with contents of this Agreement of any person addressing the Contractor.

10.8. The Contractor has the right on a unilateral basis to stop providing all services at violation by the Customer of any of conditions of this Agreement.

10.9. If the Customer provides about himself incorrect information or the Contractor has bases to believe that information provided by the Customer is incorrect, incomplete or inexact, the Contractor has the right to refuse to the Customer providing the services, in full or in part.

10.10. The Parties are obliged to observe strict confidentiality concerning conditions of implementation of this Agreement.

10.11. The Contractor has the right to pause rendering Services when causing damage by the Customer to the Contractor or the third parties by indirect violation of conditions of this Agreement.

10.12. The Contractor is not responsible for the notice or not message of any third parties on cancellation of the Agreement and for the possible consequences, which have resulted from such prevention or its absence.

10.13. Invalidity of any clause of this Agreement does not influence validity of other provisions.

10.14. If one of the provisions of this Agreement is invalid, or unacceptable in these circumstances, instead of this position of the party apply another which is accepted, considers all circumstances and as much as possible corresponds to provisions and conditions of this Agreement.

10.15. This Agreement comes into force on September 23, 2019 and replaces with itself all previous agreements are concluded between the Customer and the Contractor.