General conditions for the provision of postal services

Altexpress Courier & E-fulfillment Services SRL, with headquarters in Bucharest, bd. Ion Mihalache no.18, bl.B, sc.B, et.2, ap.6, cam.1 sector 1, CUI RO34799922, provides postal services having domestic and international postal items subject to the following conditions:

Altexpress Courier & E-fulfillment Services SRL. accepts postal items submitted by the sender, duly packaged, with an opaque outer cover that does not allow the contents to be viewed, and which have entered the full identification data of the consignee and, in the case of the Consignment Service and the sender’s (name and surname / the case of legal entities, ie the full delivery address).

Responsibility of packing postal items as well as data entry on postal mail is the sender’s responsibility.

Mail items containing fragile goods will need to be properly packaged by the sender using shredding, anti-shock polystyrene or other attenuating mechanical shock and applying the “Fragil” inscription. 

Altexpress Courier & E-fulfillment Services SRL. undertakes to recognize and comply with the inscriptions / labels applied by the sender and to pay special attention to the handling and storage of the postal items concerned.

Altexpress Courier & E-fulfillment Services SRL. is not responsible for any possible alteration of postal items by means or electromagnetic causes (eg demagnetisation, X-ray scanning in security / customs procedures, etc.).

Maximum accepted dimensions of postage:

– maximum circumference (2xW + 2D) 300 cm;

– maximum length (1xL) 175 cm for road transport, 120 cm for air transport.

The maximum admissible weight of an internal postal item is 40 kg, 31.5 kg international and 30 kg International Express.

Altexpress Courier & E-fulfillment Services SRL. does not accept postal items whose packaging has inscriptions that are contrary to public policy or good morals and postal items consisting of goods contrary to public policy or good morals if they are handled unpacked or in transparent packaging or postal items bearing unlabeled old labels or inscriptions.

Altexpress Courier & E-fulfillment Services SRL. does not accept counterfeit goods of special value, antiquities, securities, documents of value, original documents, jewelry, furs, watches and other items worth more than the equivalent of 520 EUR / postal item.

Also, postal items may not be subject to property the transport of which is forbidden by law or even part of a journey (for example, but not limited to: explosive, toxic, flammable, psychotropic, drugs, weapons or parts thereof, ammunition, etc.).

The sender has the obligation not to enter postal items in the postal network, the object of which is prohibited by law.

Altexpress Courier & E-fulfillment Services SRL. secures the secrecy of postal items – keeping, opening or disclosing the contents of postal items is allowed only under the conditions and procedures provided by law.

In the case of international postal items, both Parties shall additionally comply with the relevant customs provisions in the customs field as well as the legislation of the States in which the postal and postal transit operations are carried out.

Except for postal items subject to Express, Altexpress Courier & E-fulfillment Services SRL. ensures the delivery of domestic postal items within 3 working days, respectively within 10 working days from the date of taking over in the case of international postal items.

Altexpress Courier & E-fulfillment Services SRL. shall provide services of declared value, services whose particularities consist of providing postal items against loss, theft, total or partial destruction or damage, for an amount not exceeding the value declared by the sender, and for the issue, on request, proof of postage submission.

The deadline for submitting a postal item which is the subject of a posting service with a declared value is 9 months from the date of its submission, Altexpress Courier & E-fulfillment Services SRL. having the obligation to communicate that proof within a maximum of 10 working days from the date of the request, by a method agreed with the sender or integrator (eg fax, email, etc.) without incurring additional costs to the sender.

The maximum accepted value of the declared value is the equivalent of EUR 5,000 per postal item, up to EUR 13,000 only, with the prior consultation and acceptance of Altexpress Courier & E-fulfillment Services SRL.

Altexpress Courier & E-fulfillment Services SRL. provides the Counter Refund service, a postal service whose particularity consists in the payment by the consignee to the sender, through the postal network, of the value of the item subject to registered postage. These postal items may only be taken if the sender has correctly and completely indicated all his identification data. The accepted currency in which the money is collected or paid from the recipients is RON, currency or other currency of the country of destination. The maximum amount accepted by the vendor is 5,000 RON for legal entities and 9,999 RON for consumers. The method of collecting and repayment, respectively, is by bank transfer. The deadline for the return of postal items to the sender (sums collected from the recipient) is 5 working days after delivery for domestic postal items and 7 working days for international postal items.

Altexpress Courier & E-fulfillment Services SRL. provides the Receiving Confirmation service, a postal service whose particularity consists in handing over to the sender the proof of handing over the registered postal item, confirmed in writing by the recipient. The deadline for returning the proof of postal delivery surrender to the sender, confirmed in writing by the recipient, is 7 working days after delivery in the case of domestic postal items and 10 working days in the case of international postal items.

In case of loss of proof of receipt of the postal delivery by the recipient, Altexpress Courier & E-fulfillment Services SRL. draws up and makes available to the sender a duplicate thereof.

Altexpress Courier & E-fulfillment Services SRL. provides the Express service, a postal service that collectively assumes:

– Release by Altexpress Courier & E-fulfillment Services SRL. to the sender of a document which allows the supplier to identify the postal item internally and to certify the date, time and minute of filing, as well as the payment of the tariff;

– Handing over the postal item to the addressee, personally to him or to the person authorized to receive the postal item;

– Fast delivery of postal items;

– Supplier’s liability for non-compliance with delivery times for postal items covered by this service.

Guaranteed delivery times for express mail are 12 hours in the same location, 24 hours in the case of supply between county and county districts, respectively 36 hours between any two other localities in the national territory.

In the case of international postal items, the time that postal mail is on Romanian territory will not exceed the above limits.

In the case of international postal items collected from Romania and to be delivered to a consignee in one of the Member States of the European Union or the European Economic Area, the time the postal mail is outside the territory of Romania shall not exceed 48 hours. For other International Express destinations, the delivery time will not exceed 120 hours.
In case of exceeding the guaranteed delivery times for Express, Altexpress Courier & E-fulfillment Services SRL. is liable to the user by returning 1% of the fee charged for every 12 hours of delay.

The delivery of postal items shall be made at the address indicated by the sender, as the case may be, to the recipient’s mailbox or to the recipient or the person authorized to receive the postal item.

Except for postal items subject to Express and Special Delivery Service, in case of impossibility of handing over the postal items to the recipient (or the authorized person), Altexpress Courier & E-fulfillment Services SRL. shall notify the addressee of a notice announcing the attempt to deliver the postal item and keep the postal item that could not be handed over to the contact point for delivery within 5 days of the date of its approval.

Altexpress Courier & E-fulfillment Services SRL. will return to the sender’s expense at the sender’s expense (according to the tariffs indicated in the commercial offer) the registered postal item which could not be handed over to the addressee in one of the cases provided by the law within 7 working days in the case of domestic postal items , respectively within 21 working days in the case of international postal items, which shall be calculated, as the case may be, from the expiry of the retention period or the delivery attempt.

In the event of non-compliance with the time set in this document for all postal services (except Express delivery times), Altexpress Courier & E-fulfillment Services SRL. will be liable to the user by returning 1% of the fee charged for that service.

In the case of postal items that could not be handed over to the consignee or returned to the sender, Altexpress Courier & E-fulfillment Services SRL. will keep these postal items free of charge for 9 months from the date of their submission. Upon expiration of this deadline, unpublished postal items pass from the property of the sender to the property of Altexpress Courier & E-fulfillment Services SRL.

Altexpress Courier & E-fulfillment Services SRL. has the right to refuse to hand over the postal item to the addressee when, after taking delivery of the postal item, it undoubtedly shows that it contains goods forbidden to transport or which do not comply with the special transport conditions established under the relevant legislation or the legislation of the States on whose territory the delivery or the states to be transited shall be made or when, after taking delivery of the postal item, it has, or is likely to cause imminent damage to persons, the environment, the facilities used or other postal items.

Altexpress Courier & E-fulfillment Services SRL. in case of loss, theft or total destruction, for domestic postal items, as follows:

– the full amount declared for a postal item that is the subject of a declaring service, including whether or not the postal item is the subject of a reimbursement service;

– the amount of the refund for a postal item that is the subject of a non-declared reimbursement service;

– with the amount of 10 times the service charge, for postal items which are not the subject of a declaring service or a repayment service;

In the event of loss, theft or total destruction, in addition to the damages mentioned above, the tariffs charged on postage are also refunded.

In case of loss or partial destruction or damage, Altexpress Courier & E-fulfillment Services SRL. is responsible for domestic postal items as follows:

– the declared value for the missing, destroyed or damaged part, entered the inventory note, for the postal items deposited open, which are subject to a declared value added service;

– with the share corresponding to the missing weight of the declared value, for the deposited postal items, which are subject to a declared value added service;

– 10 times the service charge, in case of partial loss, partial destruction or damage to postal items that are not subject to a declaring service.

To the amounts provided above is added the legal interest penalty that flows from the time of filing the preliminary complaint or, as the case may be, of the filing of the petition, irrespective of which of these moments first intervenes.

In the case of a courier service, Altexpress Courier & E-fulfillment Services SRL. he repays the full amount of the refund for the situation in which he has not returned the full amount of the refund to the sender or the corresponding difference up to the full amount if the refund has been partially recovered from the recipient.

Full loss of content is equivalent to loss of postage.

If the sender has declared a value lower than the actual value, the compensation is at the declared value.

In case of non-performance of the services that are additional features of the postal services, nominated by the sender by special indications, only the tariffs charged in addition to the applicable standard postal tariff are refunded.

Altexpress Courier & E-fulfillment Services SRL. shall be liable for international postal items in accordance with the provisions of the international postal agreements to which Romania is a party, except in the absence of such international agreements, in which case it shall respond appropriately to the national legislation applicable to domestic postal items.

Altexpress Courier & E-fulfillment Services SRL. is relieved of liability in the following situations:

– the damage occurred as a result of the act of the sender or the consignee;

– the user does not have a mailbox that allows the delivery of postal items or does not ensure the security of postal items or, as the case may be, does not provide a postal service;

– the dispatch was received without objections by the consignee / sender, with the exception of complaints concerning the loss, theft, damage or total or partial destruction of postal items;

– the damage occurred as a result of a case of force majeure or fortuitous case; in this case the sender is entitled to a refund of the fees paid, except for the insurance tariff.

Complaint mechanism received from users

Altexpress Courier & E-fulfillment Services SRL. has established a complaints mechanism, in particular as regards loss, theft, partial or total destruction, or damage to postal items, as well as non-compliance with quality of service conditions (delivery, return, etc.).

The sender or recipient who is dissatisfied with the service offered may lodge a complaint within 6 months of the postmarking date.

The complainant’s complaint that is deemed prejudiced / unhappy will have to be made in writing and sent to the provider in one of the following ways: by personally lodging at the registered office or at the access points / staff contact of Altexpress Courier & E-fulfillment Services SRL., respectively by email, to info@altexpress.ro.

Altexpress Courier & E-fulfillment Services SRL. will register the complaints received in the Complaints Register and confirm the petitioner receiving it in the same manner as the user has submitted or in the manner requested by him in the complaint, for example: by handing the registration number if the complaint was filed personally, or by communicating the registration number by email to the email address from which the complaint was received.

In order to resolve the complaint, the complainant user will have to describe in the complaint filed by the claim (facts, acts and causes) the claim, the form of payment chosen in the case of compensation and the information necessary for the payment of indemnities, as well as the data (in the event that the complaint is found to be capable of being contacted by the complainant), attach to the complaint relevant evidence for correct and complete analysis of the claimed event (such as, where appropriate, a copy of the document attesting payment the postal item, the invoice issued by the supplier, the photographs, the postal item packaging, the destroyed / destroyed goods subject to the postal item, a copy of the report, etc.) and make available any other data and information could be useful for solving reclamaţiei.

Representatives of Altexpress Courier & E-fulfillment Services SRL. will analyze the complaint received by taking into account both the evidence submitted by the petitioner and the relevant information / evidence provided by his / her own employees or third parties involved and may, where appropriate, request even expertise.

Complaint will be settled (involving, complaint analysis, response and compensation) by Altexpress Courier & E-fulfillment Services SRL. within 3 months of the date of its introduction.

In the case of well-resolved complaints, Altexpress Courier & E-fulfillment Services SRL. will indemnify the user within 30 days from the date of finalization of the complaint resolution by written resolution, but without exceeding the 3-month period mentioned above, payment of the amounts owed to the user, according to the request of the injured party, by transfer bank or cash, from the cashier at the address in Bucharest, Splaiul Unirii 313A, sector 3.

If the complaint addressed to the postal service provider Altexpress Courier & E-fulfillment Services SRL. has not been satisfactorily resolved or has not responded to it within the time limit set in these general conditions for the provision of postal services, the user concerned may submit a complaint within one year from the date of postmarking to the regulatory authority accompanied by proof of completion of the pre-litigation procedure or a claim for legal action. The petition can be brought regardless of whether a complaint having the same subject matter has been filed with the regulatory authority.

This document is an integral part of the commercial offer of Altexpress Courier & E-fulfillment Services SRL, representing the general clauses of the individual contract that will be deemed to be concluded between the sender and Altexpress Courier & E-fulfillment Services SRL at the time of acceptance of the postal item mailbox. The individual contract ends by accepting the supplier’s offer by the sender, without the need for an enrollment.

Legal Representative Altexpress Courier & E-fulfillment Services SRL,

Maher Saad Petro Tarazi