Terms & Conditions

Terms & Conditions

1. General Terms
2. General Rules of Service
1. Confirmation and Cancellation of the Order
2. Payment options
3. Packaging
4. Size and Weight restrictions
5. Forbidden items
6. Pick-up and Delivery
7. Delivery dates
3. Types of Services
1. Standard shipping service
2. Express
3. Freight
4. Claims procedures
5. Applicable Law and Jurisdiction
Privacy Policy

1. General Terms
Terminology
The following definitions will be applicable throughout these Terms and Conditions:

• package/object/shipment: shipment including all its content,

• transportation service: service, provided by carrier, selected by Eurosender to execute the
shipment of goods, and that effectively operate the transportation as part of their commercial
activities,
• forbidden items: all items that are not allowed to be shipped according to these Terms and
Conditions, Terms & Conditions of selected carrier, the applicable legislation and the
transportation regulations,
• items excluded from insurance: items that are allowed to be shipped, but can only be shipped at
the risk of the customer
• Eurosender: Eurosender SARL
• Eurosender SARL.: limited liability company, with registration number B230321 and tax number
LU30797030, that manages the Eurosender.com online booking system,
• Eurosender.com: online platform through which Eurosender manages the booking system for
transportation and logistics services, provided by carriers,
 • business day: every day except for Saturdays, Sundays, national holidays and bank holidays in the
countries of pick-up, transportation or delivery of the shipment,
• weight: real weight of the shipment, expressed in kilograms or calculated through a formula,
provided by the carriers, who execute the shipment of goods, taking into consideration other
characteristics of a shipment (i.e. dimensions…),
• you/the client/the customer/the user: person or persons, requesting the booking of
transportation services, provided by carriers through Eurosender.
Eurosender SARL
Eurosender, SARL is a private limited liability company, with registration number B230321 and tax number
LU30797030, with its registered address at 8-12, Rue d’Epernay, L-1490, Luxembourg, that manages the
Eurosender.com online booking system. The company is entered into Registre de Commerce et des Sociétés with
registration number B230321. Eurosender SARL is an accountable person, thus required to charge VAT on all
transactions.

Eurosender.com is an online booking system for transportation services, provided by carriers.

Eurosender acts as a commission agent and not as a freight forwarder. When placing the order through our website,
the customer authorizes Eurosender to, in its own name (Eurosender's name) and on behalf of the client
(commissioner), order transportation services with one of the carriers with which Eurosender has an agreement in
place, provided that the carrier selected complies with the requirements for the execution of the commissioned
service. Eurosender is solely responsible for the selection of carriers, and never for the execution of transportation.
The fulfilment of obligations inherent to the transportation service is the exclusive responsibility of the carrier,
selected to execute transportation. It is them, and not Eurosender, who perform the pick-up, transportation and
delivery of the shipments, who arrange the transportation and who are responsible for its/the execution.

At the customer's request, Eurosender shall cede all claims and rights arising from the transactions concluded in its
own name and on behalf of the customer, including the claims under the responsibility of the selected carrier
provider for the non-fulfilment or improper fulfilment of the carrier. In case of cession of all claims and rights the
customer is obliged to, on its own, recover or enforce the claims and rights against the carrier.

Any additional costs, incurred due to the customer's additional requirements from the selected carrier, will be
exclusively borne by the customer. Eurosender reserves the right to demand from the customer the reimbursement
of expenses covered by Eurosender on behalf of the client, even if such expenses are generated after the conclusion
of the transport service.

Eurosender does not accept orders from unauthorized dealers or resellers and reserves the right to unilaterally
cancel any order, placed by unauthorized dealers or resellers.

According to internal policies and procedures, Eurosender can authorize individual dealers or resellers. Each reseller
should submit his request in writing to Eurosender to start the authorization procedure.

2. General Rules of Service

The following general rules apply to all the orders booked on the online platform Eurosender.com unless a different
rule applies to a particular service as described under article 3 of these Terms & Conditions and/or in the Terms &
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 they booked on the
platform.
2.1 Confirmation and Cancellation of the Order

After having placed an order through the online platform, the customer is provided with an order number which
confirms that the order has been accepted and sent for further processing. All orders are non-refundable after the
customer has placed the order except if the customer purchased Flexible booking while placing the order which will
allow changes to the order and refunds until the successful pick-up of the parcels. A shipment is considered to have
been picked-up successfully if the tracking information of the carrier indicates that it has been collected or if the
carrier or the customer can confirm the successful collection by providing a proof of collection.

The order may not be confirmed if, for example, the location is inaccessible to the selected carrier or if the pick-up is
supposed to occur during a national holiday or during other non-business days in the relevant country.

The Flexible booking option is available for purchase in the order process only for an additional fee. The flexible
booking fee is non-refundable. The Flexible booking option is included in the price for the registered B2B users who
placed the order while being logged in.

Once the order is paid the customer will receive an email that confirms the order and indicates that Eurosender
shall request a transportation service by the carrier in its name and the customer`s account.

Eurosender will forward the tracking number to the client via email as soon as it is provided by the selected carrier
(subject to availability). With this number, the user will be able to track the progress of the shipment.

The order is stored at Eurosender’s premises and can be accessed by the customer at any time upon a written
request sent to help@eurosender.com. The customer explicitly agrees that the concluded Agreement together with
the data, which relate to the order and are needed according to the Code de la Consommation of Luxembourg, will
be provided via e-mail.

The customer expressly agrees to waive the right to cancel the Agreement with Eurosender at the moment when
Eurosender submits the order details to the selected carrier. If the customer decides to cancel the order before
Eurosender submits the order details to the selected carrier, the customer should fill out the form “The Form for
Exercising the Consumer’s Right to Withdraw from the Contract” and send it by email to help@eurosender.com or
by registered mail to:

Eurosender SARL
8-12, Rue d'Epernay

L-1490 Luxembourg

Luxembourg

Refunds are only possible if the customer has selected the Flexible booking option during the ordering process and
has requested the refund before the pick-up. If the carrier has already made an attempt to collect the shipment, but
the attempt failed due to a fault on the side of the customer, Eurosender reserves the right to deduct the amount of
the cost of such a failed attempt as declared by the carrier, from the approved amount to be refunded to the
customer. Regardless of the Flexible booking option selected, no order can be refunded once the label is sent to the
customer. After the pick-up, refunds are no longer possible for any reason. Eurosender is not obliged to compensate
the customer for damages or any extra costs caused by any event under section 2.7 of these Terms and Conditions.

If granted, the refundable amount will be issued as credit in the customer’s Eurosender account which could be
used for future orders. If the payment with credits option is not available to the customer, the refundable amount
will be refunded to the same payment account that the customer used to place the order (credit card, PayPal
account, bank account, etc.).

Additional insurance and flexible booking fees are not refundable.

In case that a refund is granted, the amount refunded will be available to the customer within thirty (30) days from
the moment when Eurosender informs the customer about the admissibility of the refund.

In case of the cancellation of the order by the customer, the customer agrees not to hand over any shipment to the
carrier, if he arrives at the pick-up address. In case that the customer does hand over the shipment, the client will be
responsible for all the expenses incurred.

Eurosender reserves the right to charge the customer in case that there is an abrupt change of pricing for the route
selected by the customer at the moment of placing the order, prior to obtaining the authorization from the
customer for this extra charge. In case that the customer refuses the extra charge for the change of pricing in the
selected route, Eurosender reserves the right to offer to the customer a full refund and not to forward the order for
transportation services to any carrier.

2.2 Payment options

All payment transactions processed through our website are secured with SSL certificates GeoTrust© which ensures
that communications between the user’s server and our website are encrypted and secure.

When booking a service through our website, Eurosender offers to its customers the following payment options:

Payment via credit card

If the customer opts for this payment method, before confirming the order, the client must enter the information of
the credit card with which the payment for booking transportation services will be processed.

All credit card payments are made directly through the secure system of Braintree or Adyen, our 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 Braintree or Adyen and their banking partners
directly.

It is the responsibility of the customer that the selected credit card used to pay for the booking of transportation
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 customer.

Payment via PayPal

If the customer opts for this payment method, before confirming the order, 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. Once the payment is processed successfully in PayPal’s online platform, the customer will be
redirected back to our website, where the confirmation of the payment and of the order will be available.

It is the responsibility of the customer, who selected PayPal to pay for the booking of transportation 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 customer.

Payment via bank transfer

If the customer opts for this payment method, the order will not be confirmed immediately, but will only be
confirmed once Eurosender receives a confirmation of successful bank transfer for the total amount of the booking.
The customer will receive an email by Eurosender with instructions on how to pay, including information about
Eurosender’s bank account, the amount to be transferred, etc.

Any bank-related charges, generated by the bank transfer, will be exclusively borne by the customer. 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.
The customer has a maximum of thirty (30) calendar days to send an email to help@eurosender.com attaching a
copy of the confirmation of successful bank transfer. The confirmation of successful bank transfer should be sent by
the customer before the selected pick-up date. If it is not received before the selected pick-up date, a new pick-up
date will be arranged only after the confirmation of a successful bank transfer is received. It is the sole responsibility
of the customer to inform Eurosender about the bank transfer having been processed. When this confirmation is
received by Eurosender, the customer will receive an email confirming the payment of the order. If no confirmation
of successful bank transfer is received within thirty (30) calendar days, the order will be cancelled and the user will
be notified.

Payment with user credits

The advantage of this payment method is that the customer does not have to enter the payment data (i.e, data
from his credit card or PayPal account) every time when booking transportation services through our website.
Additionally, Eurosender rewards loyalty by providing discounts on orders paid with credits available on the
customer’s user profile.

If the customer opts for this payment method, the client will use the credit, available in his account when placing an
order.

When confirming the payment, the customer must have sufficient credits available on his account to book an order.
In case that there is not enough credit, the customer can top-up his credit before confirming the order through
credit card or PayPal. If the customer decides to top-up user credits by using credit card or PayPal, provided that the
customer 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. Otherwise, the order will be cancelled.

Additionally, the customer can recharge the credit on his account at any time.

2.3 Packaging
The client agrees that packaged goods must have a suitable outer and inner packaging, according to the type of
items to be 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 selected carriers or their
partners. Irregularly shaped items like suitcases have to be carefully wrapped in plastic stretch foil. On the inside,
the item must have suitable packaging, for example, bubble-wrap to prevent breakage and damage of the
transported items.

If the items are not properly packed inside and outside, the insurance will not be valid and the customer will not be
entitled to a refund. The client is solely responsible for damages and losses of items packed improperly. The carrier
can also reject the claim for insurance reimbursement if it considers the shipment to be dangerous and that it could
damage other shipments during transportation. The carrier may also return the collected shipment or reject the
collection of the shipment entirely due to inappropriately packed items.

The carriers with which Eurosender cooperates do not handle parcels that carry any sign, inscription or label which
indicates breakable or fragile content or instructs careful handling of the parcel any differently or with special care.
A “fragile” or “handle with care” label in no way exempts the sender from the obligation to pack the goods
appropriately nor does it actually protect the goods.

2.4 Size and Weight Restrictions

The customer agrees to hand over to the carrier the exact number of items in exact sizes or weights, ordered, and
that all the items comply with the restrictions of size and weight.

Any additional costs incurred due to the fact that the customer decided to send more items than booked in the
ordering process, or that the customer has sent oversized or overweight shipments, will be exclusively borne by the
customer. Eurosender reserves the right to demand the reimbursement of expenses from the customer, covered by
Eurosender on behalf of the client, even if such expenses are invoiced by the carrier after the conclusion of the
transport 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.

If the number of items, weight or size of the shipment exceed the limit, specified by the user at the time of booking
the transportation service through Eurosender, by accepting these Terms and Conditions, the client agrees that
Eurosender is allowed to:

6. make an additional surcharge to the credit card with which the customer made the booking according to
the applicable price list, if the shipment does not exceed the maximum weight or size allowed by the
selected carrier; or,
7. make an additional surcharge to the credit card with which the customer made the booking for an amount
determined by the selected carrier under the nature of contractual penalty for overweight or oversize, if
the shipment exceeds the maximum weight or size, allowed by the selected carrier. Alternatively, the
selected carrier may choose to refuse carriage of the shipment and not charge the contractual penalty.

In case that Eurosender would not be able to make additional charges automatically to the credit card with which
the customer made the booking, the customer will be notified of this in writing and the customer must pay the
additional amount indicated within a maximum period of seven (7) days. Such notice is considered enforceable
without judicial declaration. In case that Eurosender does not receive the payment within the above-mentioned
period, the customer is obligated to cover the costs of the executive collection procedure.

In the case that the customer intends to send more items than ordered, the customer needs to inform Eurosender
about this at the latest until 12 am of the business day prior to the pick-up.

If the items are oversized or overweight, the customer will not be entitled to a refund. The carrier may also return
the collected shipment or reject the collection of the shipment entirely due to oversized or overweight items.

2.5 Forbidden items

With the adoption of these Terms and Conditions, the client agrees with the list of items excluded 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 carrier or by the laws of the country in which the pick-up or delivery address is located. If
the client decides to send excluded items anyway, they will be the solely responsible for all damages and expenses
incurred.

Examples of forbidden items are:

• animals and animal products;

• arms and ammunition;
• hazardous substances and objects;
• human remains and funerary urns;
• illegal objects;
• medical samples;
• objects that need an environment with a controlled temperature;
• pornography;
• non-prescription drugs and other pharmaceutical products;
• aerosols;
• items that can damage other parcels during the transport;
• tobacco and alcohol products as per each country`s limitations;
• stolen goods or goods not in free circulation under the legislation of the European Union or any other law
of the relevant countries;
 • counterfeit goods;
• 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 selected carrier has the right to decline dealing with parcels whose content is of a dangerous or damaging
nature, or likely to harbour or to encourage vermin or other pests, or liable to taint or affect other goods. If such
parcels are handed over to the selected carrier, the company reserves the right to remove or otherwise deal with
the parcels with no further notice at the expense of the customer. In such a case, the customer shall be liable for all
loss or damage arising in connection to such parcels and shall indemnify the selected carrier and/or Eurosender
against all penalties, claims, damages, costs and expenses whatsoever arising in connection therewith, and the
parcels 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.

2.6 Pick-up and Delivery

The customer 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 carriers
might not receive the complete information needed for a successful pick-up and delivery.

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 truck at least fifteen (15) meters from the indicated delivery point. Door-to-door service is a service
provided to the main door of the building. The carrier driver is not obliged to pick up or deliver the shipment into
upper floors.

By indicating the pick-up and delivery address in the booking process, the customer guarantees that it is a standard
delivery address publicly known, to which shipments are received regularly. An indication of a generic address, such
as a port is not enough. In the case of new buildings, the customer confirms that the address is already known to
carrier and that he or she has already received shipments to this address in the past.

If the pick-up or the delivery address is located in a remote area or an island, the customer is obliged to contact
Eurosender in advance to check if a collection and/or delivery is possible to the address in question as some
exceptions may apply to certain areas. If the transport service is not possible at the address the customer stated in
the order and the customer did not check the address with Eurosender in advance, no reimbursement of the
transport service will be possible.

Before the pick-up, the customer must remove all old labels or address information attached to the package,
suitcase or pallet. To avoid confusion in delivery, only the address of the recipient should be pasted on the package,
suitcase or pallet.

The customer is solely responsible for assuring that the right label is placed on the right shipment, even in cases
where the carrier prints the label, and to acquire the proof of collection from the driver that proves the shipment
was collected by the correct carrier at the set date and time. In case of any issues the carrier is not obliged to accept
any complaints or claims without the proof of collection that proves their responsibility of the transport.

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. However, the driver of the selected
carrier is not obliged to contact the user or the contact persons via phone. If the driver chooses to do so, only local
telephone numbers will be contacted. The service offered by Eurosender does not include a call to the customer
prior to pick-up and delivery. However, in some countries, the telephone number, provided by the customer in the
booking process can be used to clarify the circumstances of the pick-up and delivery, or for additional information
that Eurosender or the selected carrier may need.

On the date of pick-up and delivery, the recipient must be at the provided address between 9:00 and 18:00, if the
selected service is “Standard shipping service” or “Express”, or at the time agreed directly with the transportation
company if the selected service is “Freight“.

The driver of the selected carrier will make one collection or delivery attempt at the provided address. If no one is
available at the provided address the driver will leave. The customer must inform Eurosender immediately in case of
a failed collection or delivery of the shipment so that Eurosender can request another attempt of collection or
delivery of the shipment. If the pick-up or delivery is not successful on the day scheduled for a reason not pertaining
to the selected carrier, another request for collection or delivery may result in additional costs that shall be borne by
the customer. The selected carrier is entitled to deliver the shipment to an alternate address (neighbouring address,
local post office or delivery point). If the shipment is not picked up within seven (7) calendar days of the first delivery
attempt, or if the shipment is packed inappropriately, or if the shipment is damaged, oversized or overweight, the
selected carrier reserves the right to return the shipment to the pick-up address at the expense of the customer.

Eurosender does not guarantee transportation and shipment delivery to a different address than initially indicated
by the client when booking transportation services through the website Eurosender.com. Eurosender can only
inform the carrier about the changes to the address of delivery as per request of the customer. Nor Eurosender nor
the carrier can be held responsible if the shipment is not delivered to an address provided after the label has been
used for the shipment.

According to these Terms and Conditions, the delivery is considered effective if:

• the shipment is handed over to anyone 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;
• 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 customer;
• the selected carrier 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 to the pick-up address after the maximum days in the carrier’s warehouse or due
to inappropriate packaging or damage of the parcel. 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 carriers.

As soon as the delivery is considered effective, it is understood that Eurosender and the selected carrier are exempt
from responsibility for transportation.

2.7 Delivery dates

All pick-up and delivery times are approximate and are not guaranteed. With the acceptance of these Terms and
Conditions, the customer is aware and agrees that many external circumstances may cause delays in the pick-up or
delivery of the shipment.

By accepting these Terms and Conditions the customer agrees to regularly track the shipment and in case of any
unusual data or progress immediately notify Eurosender.
Regarding customs procedures in each country, the selected carrier should make every effort to ensure that the
delivery is made on time. With the acceptance of these Terms and Conditions, the customer understands and
accepts that the package can be delivered late due to customs procedures and other administrative procedures.
Eurosender reserves the right to require the reimbursement of expenses from the customer, covered by Eurosender
on behalf of the client related to customs procedures.

Eurosender is not obliged to compensate the customer for damages caused by any event under this section of these
Terms and Conditions, neither is required to reimburse any related cost.

3. Types of Services

3.1 Standard shipping service

The Standard service refers to all standard parcel shipments inside of the EU.

When booking transportation services with the service “Standard shipping”, the customer agrees for the package or
suitcase to be available at the pick-up address for the selected courier service provider to collect it from 9:00 to
18:00. Due to unforeseen factors related to the courier service provider, the pick-up can be performed before or
after this time. Rarely, due to unforeseen factors, the selected courier service provider can carry out the pick-up on
the next business day.

If the driver of the selected courier service provider is not present to pick-up the shipment on the pick-up date, the
customer, according to these Terms and Conditions, assumes the responsibility of informing Eurosender
immediately about this fact, so that Eurosender can arrange with the selected courier service provider a second
pick-up attempt.

The standard packaging is a cardboard box, consisting of two or more layers of carton. The customer can also use a
suitcase wrapped with a protective film, however, a suitcase can be regarded as an unsuitable packaging and
therefore be rejected by the courier company. Irregularly shaped items like suitcases have to be carefully wrapped
in plastic stretch foil (including the wheels and handles), so that sharp objects of the suitcase cannot damage other
shipments. An adequate packaging must, among other characteristics, be resistant to a fall from a height of one (1)
meter. Neither the selected courier service provider nor Eurosender are responsible for any damage caused to the
packaging during transport. Most of the courier companies consider the suitcases as a means of packaging. Plastic
bags, travel bags and plastic boxes are not allowed types of packaging.

Each package must be handed over to the driver of the selected courier service provider as one piece. If the
customer intends to send more packages, the accurate number should be placed when booking the transportation
services. Otherwise, the customer should place a new order.

Packing several packages together and shipping them as one unit is highly dangerous and can only be done at the
customer’s risk as only one label is made for each declared parcel.

No package or suitcase must exceed the following dimensions:

• Maximum length: 175 cm; and,

• Length + 2 times the width + 2 times the height should not exceed 300 cm.

For purposes related to these Terms and Conditions, the length represents the longest side of the package or
suitcase.
3.1.1 The earliest possible date option
In case that for the route, selected by the customer, Eurosender offers the “The earliest possible date” option, the
user must agree on the time and date of the pick-up directly with the selected carrier and print the label provided.
Eurosender is not to be responsible for coordinating the time and date of the pick-up. There will be no pick-up until
a specific date and time is arranged between the customer and the selected carrier.

Depending on the availability and delivery routes organized by the selected carrier, the pick-up date can be agreed
even on the same day on which the user has reserved the transportation through Eurosender.com.

When booking transportation services with the “The earliest possible date” option, the customer agrees for the
package or suitcase to be available at the pick-up address for the selected carrier to collect it on the date and time,
directly agreed between the user and the carrier.

3.2 Express
The customer can book an Express service to ship packages, pallets and envelopes with documents not being limited
to EU countries.

3.2.1 Weight and dimensions

No package must exceed the following weight and dimensions:

• Maximum weight: 70 kg
• Maximum dimensions: 120 x 80 x 80 cm
• Maximum total shipment weight: 3.000 kg

If the package exceeds the maximum weight and/or dimensions the customer will be charged an extra cost for
shipping.

No pallet must exceed the following weight and dimensions:

• Maximum weight: 1.000 kg

• Maximum dimensions: 120 x 120 x 160 cm
• Maximum number of pallets: 10

These are the absolute dimensions. If the pallet exceeds the maximum weight and/or dimensions the shipment will
not be shipped and the customer will not be entitled to a reimbursement. All prices are offered for stackable pallets.
Surcharge for shipping a non-stackable pallet may apply.

3.2.2 Shipping of envelopes

The customer can ship documents and personal IDs if using an envelope in an express shipping service. If the
envelope express shipping option will be purchased, the customer will have an option of purchasing the carrier`s
extended liability of up to 400 EUR per shipment and no additional insurance will be possible.

Maximum weight: up to 500 g per envelope, up to 2 kg per shipment

Maximum dimensions: 35 x 28 x 1 cm

3.2.3 Customs procedure and documentation

In case that the route selected by the customer includes a country that is not, at the moment of placing the order, a
member of the European Union, the customer is aware and agrees to the following:
The shipper is responsible to provide the original or a copy of the original commercial invoice or any other
document required by the carrier and/or by the customs authorities. If any customs authority requires additional
documentation for the purpose of confirming the import/export declaration, it is the shipper’s responsibility to
provide the required documentation at its own expense. If the customer is shipping non-commercial items, a pro-
forma document may be used as proof of value for the customs procedure purposes. If any kind of documents
and/or printed papers, magazines, manuscripts etc. are shipped, usually no original invoices are needed.

The original or the copy of the original commercial invoice should not include VAT on the price breakdown.

The carrier may reject the collection or even return the parcels back to the shipper, applying extra costs for which
the customer is solely responsible, in case that the documentation required is not provided or are 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.

To the extent that we may voluntarily assist the customer in completing the required customs and other formalities,
such assistance will be rendered at the customer`s sole risk. The customer agrees to indemnify us and hold us
harmless from any claims that may be brought against us arising from the information provide to us and any costs
we will incur regarding this and pay any administration fee we may charge the customer for providing the services
described in this condition.

Any customs duties, taxes (including but not limited to VAT if applicable), penalties, storage charges or other
expenses Eurosender incurs as a result of the actions of customs or other governmental authorities or the shipper’s
or receiver’s failure to provide proper documentation will be charged to the customer or the receiver of the
shipment. In the event that Eurosender decides to charge the receiver and the receiver refuses to pay the incurred
charges, the customer agrees to pay them to us together with our fee for the administration involved as well as any
extra costs we will incur.

The shipper confirms that the contents of the shipment are not restricted by IATA, ICAO, IMDG or ADR and are not
prohibited items, and, in case that they are, the customer is obliged to advise Eurosender prior to the collection. The
carrier may also unilaterally reject any other item which cannot be carried safely or legally.

The carrier will endeavour to expedite all customs clearance formalities for the shipment but are not liable for any
delays, losses or damage caused by interference from customs officers or other governmental authorities.

3.2.4 Collection and delivery

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).

There will be two attempts of delivery. Shipments cannot be delivered to PO boxes. Shipments are delivered to the
Receiver’s address given by the customer but not necessarily to the named Receiver personally. The Receiver may
be notified of an upcoming delivery or a missed delivery. Receiver may be offered alternative delivery options such
as delivery on another day, no signature required, redirection or collection at the nearest Service Point. Surcharges
for changes of delivery address may apply.
If the shipment is deemed to be unacceptable, or it has been undervalued for customs purposes, or Receiver cannot
be reasonably identified or located, or Receiver 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 customer`s cost, failing which
the shipment may be released, disposed of or sold without incurring any liability whatsoever to the customer. The
carrier may destroy any shipment which any law prevents it from returning to the shipper as well as any shipment of
prohibited items.

3.2.5 Insurance

The carrier is liable for each shipment according to the international conventions stated under clause 4.3 by default.
The customer may purchase an additional insurance option for an additional fee. The shipment will be insured for
the amount of value declared by the customer in the ordering process, being limited to the maximum possible
insurance coverage of 500.000 EUR per shipment.

3.3 Freight
When booking transportation services with the service Van delivery, LTL/FTL or Individual offer, the customer agrees
for the packages or pallets to be available at the pick-up address for the selected carrier to collect it from 8:00 to
18:00. The selected carrier will contact the customer before or on the day of the pick-up in order to confirm the
pick-up. There will be no pick-up until a specific date and time is arranged between the customer and the carrier.
Due to unforeseen factors related to the selected carrier, pick-up can be performed before or after this date. Rarely,
due to unforeseen factors, the selected carrier can carry out the pick-up on the next business day.

The customer has to inform Eurosender about the packaging of their shipment and any special requirements in
order to collect or to deliver their shipment. Once the order is confirmed, any additional requests may cause extra
costs and delays of the service which shall be borne by the customer.

If the driver of the selected carrier is not present to pick-up on the pick-up date, the customer, according to these
Terms and Conditions, assumes the responsibility of informing Eurosender immediately about this fact, so that
Eurosender can arrange with the carrier a second pick-up attempt.

The shipment must be ready for transportation at the time when the driver of the selected carrier arrives for pick-
up. This means that all items that are to be transported must be properly packed and prepared for the
transportation. In case of a pallet, the shipment should be properly packed, fixed within the stackable pallet and
secured for transportation. The customer is solely responsible for obtaining the pallet by his/her own means. In
some pickup countries, Eurosender is able to arrange that the carrier brings the pallet at the moment of pick-up. In
these cases, the customer has to arrange this extra service with Eurosender before the pickup is confirmed.

The customer is solely responsible for assuring that the right label is placed on the right parcel or pallet, even in
cases where the carrier prints the label. At the time of pick-up or after the shipment arrives to the depot, the driver
of the selected carrier adheres the identification label on the shipment and, if the service includes it, provides the
tracking information, which Eurosender shall forward to the customer at the earliest convenience.

All freight transports booked on Eurosender.com are conducted in accordance with the Convention on the
International Carriage of Goods by Road (CMR) as are also treated any disputes or claims deriving from the service
performed by the responsible carrier.
3.3.1 Van delivery

When booking the service “Van delivery”, the customer agrees for the shipment to be available, properly packed
and secured for transportation at the pick-up address for the carrier to collect it from 8:00 to 18:00. The selected
carrier will contact the customer upon its arrival at the pick-up address. On a rare occasion, due to unforeseen
factors related to the selected carrier, pick-up can be performed before or after the scheduled date.

If the driver of the selected carrier will not show up on the scheduled pick-up date, the customer assumes the
responsibility of informing Eurosender immediately about this fact, so that Eurosender can check the situation with
the carrier and arrange a new pick-up attempt as soon as possible.

The customer has to inform Eurosender about the packaging of their shipment and any special requirements in
order to collect or to deliver their shipment. The customer understands that the driver of the carrier is not obliged
to help with the loading and/or unloading of the shipment and that this kind of assistance has to be requested
separately during the booking process. Once the order is confirmed, any additional requests may lead to delivery
delays and can cause extra costs, which shall be charged to the customer. Furthermore, additional charges may also
apply in case the shipment is heavier or bigger than booked during the ordering process.

The customer understands that the service “Van delivery” does not include a real-time tracking information. The
customer is always able to get information about the transit of the shipment by contacting Eurosender`s support
team, which will check the latest transit updates directly with the carrier.

The customer shall be informed about the estimated time of delivery in advance. The carrier will contact the
consignee upon their arrival at the delivery address. If the consignee is not available at the delivery address, the
driver will wait at the address until the customer can organize the unloading of the shipment, as agreed. The
customer is aware that any unnecessary waiting by the driver may result in additional costs that shall be borne by
the customer.

3.3.2 Less than a full truck load (LTL) and Full truck load (FTL)

When booking the service “LTL” or “FTL”, the customer agrees for the shipment to be available, properly packed and
secured for transportation at the pick-up address for the carrier to collect it from 08:00 to 18:00 or according to the
agreement before the collection. The selected carrier will contact the customer upon its arrival at the pick-up
address. On a rare occasion, due to unforeseen factors related to the selected logistics service provider, pick-up can
be performed before or after the scheduled date.

LTL and FTL service is provided by carriers who are using semi-trailers, trailers or delivery trucks.

The customer is responsible for loading and unloading of the shipment. A forklift and a dock must be provided by
the loading/unloading site.
The customer has to inform Eurosender about the packaging of their shipment and any special requirements in
order to collect or to deliver it. The customer understands that the driver of the carrier is not obliged to help with
the loading and/or unloading of the shipment and that this kind of assistance has to be requested separately during
the booking process. Once the order is confirmed, any additional requests may lead to delivery delays and can cause
extra costs, which shall be borne by the customer. Furthermore, additional charges may also apply in case that the
shipment collected is heavier or bigger than booked during the ordering process.

The customer understands that the service “LTL/FTL” does not include real-time tracking information. The customer
is always able to get information about the transit of the shipment by contacting Eurosender`s support team, which
will check for the latest transit updates directly with the carrier.

The customer shall be informed about the estimated time of delivery in advance. The carrier will contact the
consignee upon its arrival at the delivery address. If the consignee is not available at the delivery address, the driver
will wait at the address until the customer can organize the unloading of the shipment, as agreed. The customer is
aware that any unnecessary waiting by the driver may result in additional costs that shall be borne by the customer.

3.3.3 Individual offer

If no option of booking the particular transport is available for instant pricing on the platform (due to non-standard
dimensions or special requirements of the shipment), the customer should make a request for individual offer. It
should be requested through our individual offer form (https://www.eurosender.com/individual-offer) or sent in
writing to the email address sales@eurosender.com with the following information:

• the number of pallets or packages to be sent;

• the shipment`s exact dimensions (height, width and length), without approximations;
• the exact weight of the shipment, without approximations;
• the content and value of the shipment;
• the complete pick-up and delivery address of the shipment;
• specifications if the user is interested in purchasing additional insurance.

Eurosender will prepare an offer to the customer in the shortest time possible and advise on any necessary
information. The offered prices are only for stackable pallets by default. If the customer confirms such an offer, but
prepares a non-stackable pallet for collection by the carrier, any additional costs that occur will be borne by the
customer.

4. Claims procedures

4.1 Responsibility for the service

Eurosender is the administrator of the online platform for booking transportation services and, as such, will not be
liable for any loss or damage to the shipment or to any of its contents. Eurosender only works with quality carriers
and, therefore, damages and/or losses are unusual.

The carriers are responsible for the pick-up, transportation and delivery of all shipments, reserved through the
platform Eurosender.com.

In order to prevent damage, the customer must be aware that, despite the caution measure taken by carriers,
packages, suitcases or pallets are unloaded, sorted and mechanically loaded and therefore they must be properly
packed. The customer is responsible for the packaging.
4.2 Official complaint
Eurosender acts as a commission agent and not as a freight forwarder when administrating the online platform for
booking transportation services. Eurosender is solely responsible for the selection of carriers, and never for the
execution of transportation. This being said, in case that the customer has any complaints regarding Eurosender’s
services as a commission agent, the customer will have to begin a complaints procedure.

In order for the internal complaints procedure to begin, the customer should inform Eurosender in writing by
sending an e-mail to claims@eurosender.com or a registered letter to Eurosender SARL, 8-12, Rue d'Epernay, L-
1490, Luxembourg, attaching the following:

1. detailed description of the complaint;

2. ideally, the name or names of the persons from Eurosender with whom the customer was in contact;
3. a copy of the email that confirms the order; and,
4. a copy of all email communications exchanged between the customer and the Eurosender team.

If the customer does not duly notify Eurosender or does not attach all the required documentation to the letter, the
complaints procedure will not begin.

After receiving a complete complaint, Eurosender will forward the case to the Claims department which will
evaluate the case file. Eurosender’s Claims department will send a reply to the customer regarding the complaint
within thirty (30) days after the complaint is received.

4.3 Insurance and insurance coverage

Eurosender does not act as an insurance company. Shipping insurance packages are not offered by Eurosender; they
are offered by carriers directly, or by insurance companies with existing agreements with carriers or with
Eurosender. For this reason, the terms and conditions of insurance companies such as Ergo or Lloyds and of
selected carriers apply in all matters, relating to insurance of shipments, booked through our website.

All orders for transportation of packages or suitcases placed through the website Eurosender.com for the service
“Standard shipping” include an insurance provided by the selected carrier or by an insurance company by a
maximum coverage of two hundred (200) euros. The insurance premium is already included in the basic price of the
shipment. Insurance coverage extends to expenses caused in case of loss or damage of the package.

All orders for transportation by road are ensured in accordance with the Convention on the International Carriage of
Goods by Road Contract (CMR). All orders for transportation by air are ensured in accordance with the Montreal
Convention or the Warsaw Convention as applicable.

If the shipment contains items of greater value compared to the maximum insurance coverage, the user is required
to purchase additional insurance directly on our website. Additional insurance must be booked in the ordering
process and is charged according to the price list of the selected carrier or of the insurance company. For the
customer to purchase additional insurance, he/she must accept the policies applicable to the chosen additional
insurance package, namely the DTV Cargo Policy Open, the DTV Cargo Policy All Risks and the deductible disclaimer
applicable to the insurance with ERGO Versicherung AG.

At the customer`s request, Eurosender shall cede all claims and rights arising from the transactions, concluded in its
own name on behalf of the customer, including the claims under the responsibility of the selected carrier for the
non-fulfilment or improper fulfilment of the transport services. The customer is then obliged to, on its own or by
himself, recover or enforce the claims and rights against the carrier.

In the case of loss or damage to the shipment, Eurosender offers customer support in submitting complaints to the
selected carrier. However, the decision about the admissibility of the insurance is made solely by the carrier or by
the insurance company.
The damage claim cannot be started in case of damages to the means of packaging (cardboard box, suitcase), but
only to the content of the shipment. Additionally, the insurance does not apply to the contents of the shipment in
case of:

• inappropriate packaging;
• unconventional shipments;
• transportation of forbidden items;
• 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;
• shipments for which delivery is considered effective according to Section 2.6 of these Terms and
Conditions;
• Designer or tailormade clothing and shoes. Clothes and shoes, in general, can only be reimbursed for up to
200 EUR per item.
• In case of usage of the service “Standard shipping”, the maximum insurance reimbursement is 1000 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.
• damages caused by terrorism, natural disasters;
• lack of evidence provided by the customer (photographic or written material) that proves the parcel was in
perfect condition before collection; or,
• claims that are not supported by evidence of the true value of the damaged or lost item. 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).
• violation by the user of these Terms and Conditions in any way.

In addition to the list of forbidden items under the clause 2.5, no insurance policy, unless expressly confirmed by the
carrier or by the insurance company concerned, will be accepted for the following items:

• flowers and other plants;

• tobacco and alcohol;
• food (including food in liquid form);
• objects of great value;
• objects with sentimental value;
• fragile items, such as glass and porcelain;
• jewellery, gold and other precious or semi-precious stones and metals;
• antiques, pictures, works of art;

The driver of the selected carrier is allowed to refuse collection of shipments that are clearly inadequate (too heavy,
too big, inadequately packaged) but is not obligated to check the adequacy of the packaging or the contents of the
shipment. This means that the driver of the selected carrier can still accept the shipment even if it is not packed in
accordance with these Terms and Conditions or if it contains items on the prohibited list. Eurosender or the selected
carrier are not obligated to check the comments the customers make when placing the order on our website. Even if
the customer mentioned that items to be shipped are not in accordance with the terms, the order can still be
forwarded to the carrier that can carry out the transport. In such a case, all extra costs related to the shipment of
items of inadequate packaging or with forbidden contents will be borne exclusively by the customer. Furthermore, if
purchased, extra insurance coverage will not apply to these items.

Eurosender will not be held liable for any damage, loss, failure or delay in the pick-up, transportation or delivery, or
for any other damages or costs, arising from transportation services, requested through the web portal
Eurosender.com. Eurosender is not responsible for any loss of profits, originated in any of the numerals described
above.

4.3.1 Claims procedure in case of damage or loss

In the case of loss of a package, suitcase or pallet, Eurosender offers customer support in submitting complaints to
the selected carrier. However, the decision about the admissibility of the insurance is made solely by the carrier or
by the insurance company.

In case of damage of a shipment, the situation must be reported by the person in charge of receiving the shipment
to the driver of the selected carrier at the time of delivery. Any damages to the shipment must be reported at the
moment of the delivery by filling a damage report with the driver or by signing the proof of delivery with
reservation. Otherwise, the selected carrier or the insurance company may reject any claim for damages.

In order to initiate a procedure with the selected carrier for damage or loss, Eurosender should receive to the email
address claims@eurosender.com the data indicated in this paragraph.

If the shipment is not delivered within five (5) days from the expected date of delivery, the customer must
immediately notify Eurosender in writing by sending an email to help@eurosender.com, attaching the following:

1. a list of the contents of the shipment and their value;

2. an external description of the shipment;
3. information on the method of packaging;
4. a copy of the email that confirms the order; and,
5. a copy of the confirmation of hand over from the person handing over the shipment at pick-up.

If a shipment is delivered damaged the customer must inform Eurosender in writing within two (2) business days,
following the receipt of the damaged shipment, attaching the following:

1. the document signed by the driver and by the customer;

2. photos clearly evidencing the damage (the customer has to provide picture of the shipment and the items
before and after collection that clearly show the damage on the parcel or the items occurred during or as a
result of transport);
3. a list of the contents of the shipment and their value;
4. the address on which the carrier can inspect and, if necessary, bring the damaged items; and,
5. copy of the email that confirms the order.

If the customer does not duly notify Eurosender or does not attach all the required documentation to the email sent
to claims@eurosender.com , the notification will be considered as not sent.

In case of damage of the shipment, the customer is required to keep the shipment in the condition in which it was
delivered, covering all expenses related, until completion of the insurance procedure. If the parcel is damaged on
the outside, the customer should take photographs of the damages before taking the goods out of the parcel.

In case the customer notices that some of the items are missing from their shipment at the time of delivery, a claim
procedure can be started. The customer must provide Eurosender via email with the same documentation as in the
case of damage, including photographs of the shipment before collection and after delivery that prove the parcel
was opened/damaged during transport which would result in missing content.

Upon receipt of all necessary supporting documents, Eurosender, on behalf of the client, will send to the selected
carrier the application for insurance reimbursement with all the documents attached by the customer. The decision
about the admissibility of the insurance is of the sole responsibility of the carriers directly, or of the insurance
companies with existing agreements with the carriers or with Eurosender. The carriers or the insurance companies
with existing agreements with the carriers or with Eurosender can take up to two (2) months to decide on the
admissibility of a claim. Not receiving a final decision in due time shall not constitute any responsibility of
Eurosender.

The claims are always reviewed by the selected carrier first. If the selected carrier decides to reject the claim, the
insurance company has the exclusive right to refuse the claim as well. The additional insurance can cover only the
value claimed by the customer, not covered by the basic insurance of the carrier and/or CMR convention in case
that the carrier accepts their responsibility as it is a subsidiary insurance. The selected carrier and insurance
companies review each claim case and decide about the amount of reimbursement based on the evidence customer
provided and in accordance with their terms and conditions as well as with their internal policies. When deciding on
the insurance reimbursement, the carrier and the insurance company take into consideration the extent of damages
(whether or not the item can still be used). An amortization fee can also be deducted if the damaged items are not
new. VAT and shipping costs (if shown on the invoice that proves the value of the items) are not reimbursed.

Eurosender reserves the right to, at any moment and without the need to provide explanation, decline or refuse a
claim due to incomplete, misleading, contradictory or false data received from the customer. In such a case,
Eurosender will not recognize any further claims from the customer or from third parties related to the customer.

Eurosender does not acknowledge any alternative dispute resolution provider.

5. Applicable Law and Jurisdiction

Unless mandatory rules of the country in which the customer 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 Luxembourg;
• all possible disputes arising from these General Terms and Conditions or from the contracts to which these
Terms and Conditions apply will be resolved in the courts of the 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.
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 8-12, Rue d’Epernay, L-1490, 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

We use information held about you for the purposes listed below.

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. 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.

6. Your rights & Remedies

6.1 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.

6.2 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.

6.3 Right to object

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

6.4 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.
6.5 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.

6.6 Right to transportability

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

6.7 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.

6.8 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.

7. 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.

8. 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.

9. 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.

10. 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 June 15th, 2020.