The following definitions will be applicable throughout these Terms and Conditions:
Eurosender, SARL is a private limited liability company, with registration number B230321 and tax number LU30797030, with its registered address at 9 Rue du Laboratoire, LU-1911, Luxembourg, that manages the Eurosender.com online booking system. 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.
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.
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 firstname.lastname@example.org. 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 email@example.com or by registered mail to:
9 Rue du Laboratoire,
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.
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:
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.
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.
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 firstname.lastname@example.org 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.
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.
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.
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:
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 pm 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.
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:
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 courier company 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.
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 courier company about the changes to the address of delivery as per request of the customer. Nor Eurosender nor the courier company 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:
Exceptions regarding the deliveries of shipments may apply in certain regions due to conditions and standard practices of the local courier companies.
As soon as the delivery is considered effective, it is understood that Eurosender and the selected carrier are exempt from responsibility for transportation.
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.
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 in the case of collection or delivery. 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:
For purposes related to these Terms and Conditions, the length represents the longest side of the package or suitcase.
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 courier service provider 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 courier service provider.
Depending on the availability and delivery routes organized by the selected courier service provider, 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 courier service provider to collect it on the date and time, directly agreed between the user and the courier company.
The customer can book an Express service to ship packages, pallets and envelopes with documents not being limited to EU countries.
No package must exceed the following weight and dimensions:
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:
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.
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 courier company`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
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 courier company 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 courier service provider 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 courier service provider may also unilaterally reject any other item which cannot be carried safely or legally.
The courier service provider 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.
The courier service provider may reject a collection in case that the service cannot be provided for any reason which is out of the courier service provider`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 courier service provider 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 courier service provider may destroy any shipment which any law prevents it from returning to the shipper as well as any shipment of prohibited items.
The courier service provider 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.
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.
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.
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 20:00 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.
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 email@example.com with the following information:
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.
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.
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 firstname.lastname@example.org or a registered letter to Eurosender SARL, 9 Rue du Laboratoire, LU-1911, Luxembourg, attaching the following:
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.
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:
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:
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.
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 email@example.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 firstname.lastname@example.org, attaching the following:
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:
If the customer does not duly notify Eurosender or does not attach all the required documentation to the email sent to email@example.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.
Unless mandatory rules of the country in which the customer is domiciled specify otherwise:
In compliance with applicable data protection legislation, we inform you herewith that we are the controller of the personal information collected, received or otherwise processed about you as described below. Such legislation includes Regulation (EU) 2016/679 of April 27th 2016 (GDPR) and any other national or supra-national statutory law applicable to us.
The responsible party in terms of the GDPR within the scope of this website is Eurosender SARL, a company with registered office situated at 9 Rue du Laboratoire, LU-1911, Luxembourg and registered with the Luxembourg register of commerce and companies under number B 230321(«Eurosender», «we», «our», «us»). In its capacity as data controller, Eurosender is responsible to ensure that the personal data is being processed in a correct manner and in accordance with applicable legislation.
Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it. If you do not agree with this policy, do not access or use our Services or interact with any other aspect of our business.
By placing an order or opening a Eurosender account you are accepting and consenting to the practices described in this policy. Furthermore, you guarantee that all persons, whose personal information is given to us by you related to your order or your account, are aware of this policy, accept and consent to the practices described in this policy and are willing and able, upon request of the Information Commissioner or any other Data Protection Authority, to provide a written proof of their consent and acceptance.
We may collect and process the following data about you:
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:
We collect information about you when you use Eurosender services, including while you are browsing our websites.
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.
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.
We will use this information in order to:
We will use this information in order to:
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).
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:
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:
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.
You may subscribe our newsletter which will give you all necessary information on our services and all the changes in our platform you need to know about. When you come to our page being signed into your Google account, you can create a Eurosender account via a pop up notification. This step will enroll you in our newsletter program automatically. You will then receive an introduction email from which you easily can unsubscribe from the newsletter in case you do not wish to receive it. In this case, your personal data will be automatically deleted after one (1) month.
The data shared from your Google account for creating a Eurosender account and sending the newsletter is your email address, name, and profile picture – providing additional data is voluntary. The email address supplied by you can be used in targeting our advertising.
Also, we save the IP addresses you used and the times of sign-up and confirmation. The purpose of the procedure is to verify your sign-up and, if necessary, to inform you about possible misuse of your personal data.
You may at any time revoke your consent to receiving the newsletter by clicking the link provided in each newsletter e-mail or by sending request to firstname.lastname@example.org.
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:
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.
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.
You have the right to object to the processing of your personal data in certain circumstances stated by GDPR.
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.
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.
You may ask for the transfer of your personal data to another party.
You have the right to withdraw your consent at any time when the processing of personal data was based on your consent.
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 email@example.com.
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.
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.
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.
This version of the Terms and Conditions enters into force on March 4th, 2021.