Terms and conditions - DPD Romania

General Conditions Regarding the Provision of Postal Services by DYNAMIC PARCEL DISTRIBUTION S.A. (hereinafter referred to as "DPD")

IDENTIFICATION INFORMATION:

Order number in the Trade Register: J23/409/2010, assigned on 08.02.2010
Unique registration code: 9566918
Registration certificate: B3350699 issued on 12.09.2016
Registered office address: Comuna Mogosoaia, BUIACULUI Street, No. 2, Building A - Units A1 and A2, Ilfov County
Website: www.dpd.com/ro/en
Email: [email protected]
Customer service: 031.824.90.90

I Definitions:

Postal Parcel - a postal item with a maximum weight of 31.5 kg, containing goods with or without commercial value.
Postal Item (hereinafter referred to as shipment) - an addressed item in its final form to be transported and delivered to the address indicated by the sender on the item itself, on the packaging, or on a distribution list. Besides correspondence items, this category includes postal parcels containing goods with or without commercial value.
Standard Postal Service - involves the collection of the postal item by the provider and its delivery to the recipient or, where applicable, to the authorized person to receive the postal item at the address indicated by the sender, within a certain timeframe and in exchange for a fee.
Express Service - a postal service that cumulatively involves:
1. Issuing proof by the provider to the sender that allows internal identification of the shipment in the postal network, certifying the date and time of deposit, as well as, generally, payment of the fee;
2. Delivery of the postal item to the recipient's address, personally to them or to an authorized person to receive the postal item;
3. Rapid delivery of the postal item;
4. The provider's responsibility for non-compliance with delivery times.
Cash on Delivery Service - a postal service characterized by the recipient paying the sender, through the postal network, the value of the goods subject to the registered postal item.
Return Receipt Service - a postal service characterized by the delivery to the sender of proof of the delivery of the registered postal item, confirmed in writing by the recipient.
Special Delivery Service - a postal service involving registered postal items, characterized by the delivery of the postal item personally to the recipient or an authorized person to receive the postal item, according to the sender's instructions regarding either the date and time of delivery at the indicated address or the order of delivery in the case of multiple recipients.
Declared Value Service - a postal service characterized by insuring a registered postal item against loss, theft, total or partial destruction, or damage, for an amount not exceeding the value declared by the sender, and issuing, upon request, a proof of the deposit or delivery of the postal item to the recipient, without written confirmation from them.

The provider of cash on delivery services, return receipt, special delivery, or declared value services is obligated to issue, including electronically, no later than the acceptance of the postal item, proof confirming the service chosen by the sender or integrator.
Registered Mail Service - a postal service characterized by offering a flat-rate guarantee against risks of loss, theft, total or partial destruction, or damage of the registered postal item, and upon request, subsequent to deposit or delivery of the postal item, issuing proof of the deposit or delivery to the recipient, without written confirmation from them.
Direct Mail Advertising Service - a postal service involving a minimum of 500 domestic or international postal items deposited at the same access point simultaneously, to be transported and delivered to the address indicated by the sender on the item itself or its packaging, consisting exclusively of advertising, marketing, or promotional materials containing identical messages, except for the recipient's name, address, and identification number, and other modifications that do not alter the nature of the message. The following are not considered direct mail advertising: a) Receipts, invoices, financial statements, and other messages with different content; b) Postal items containing, in addition to direct mail advertising, other items in the same package.
Commercial Offer - the entirety of offers regarding the provision of postal services, excluding individual offers proposed in direct negotiations.
Automated Collection and/or Delivery Systems - unmanned collection access points and/or delivery contact points, automated and digitized, used for self-service postal service provision.
Acceptance Moment of the Postal Item - the moment the postal item is deposited at an unmanned access point or when it is collected by the provider's personnel or DPD's partners.
Provider Responsibilities - The provider must display, visibly, at each staffed access point, the days and times for collecting postal items from that specific access point.
Postal Box Inscription - All postal boxes within a provider's postal network must be clearly labeled by the provider with the days and times for collecting postal items from that specific access point.
Automated Systems Contact Information - All automated collection and delivery systems within the postal network must prominently display a telephone number for communication between the provider and the user of the postal service provided through that specific automated system.
Integrator - Any natural or legal person acting on a contractual basis as an intermediary between one or more senders and the postal service provider, whose activity consists, wholly or partly, in generating and processing postal items and entering them into a postal service provider's network for delivery to the address indicated by the sender; these services provided by the integrator are not postal services.
User (hereinafter referred to as Client) - Any natural or legal person benefiting from the provision of a postal service as either a sender or recipient.

II General Provisions - These general conditions regarding the provision of postal services by DPD apply to legal relationships related to the provision of postal services arising under the provisions of this document.

Contracting Parties - Sender and provider under the general conditions regarding the provision of postal services established by the provider at the moment of acceptance of the postal item into the postal network.

Collection, Sorting, Transport, and Delivery - The collection, sorting, transport, and delivery of the postal item will be carried out through the DPD postal network and, where applicable, third parties commissioned for this purpose. Each postal item is identified by DPD within its postal network by a unique transport number (AWB).

DPD provides postal services for both domestic and international postal items.

III. Postal services included in the scope of the universal service offered and provided by DPD are:

Services consisting of collection, sorting, transport, and delivery of domestic and international postal items weighing up to 2 kg (inclusive) (correspondence, printed matter).
Services consisting of collection, sorting, transport, and delivery of domestic and international postal parcels weighing up to 10 kg (inclusive).
Services consisting of distribution of international postal parcels weighing between 10 kg and 20 kg (inclusive) dispatched from outside Romania to an address within Romania.
Registered Mail Service for domestic and international postal items weighing up to 2 kg (inclusive) (correspondence, printed matter).
Declared Value Service for domestic and international postal items weighing up to 2 kg (inclusive) (correspondence, printed matter) or postal parcels weighing up to 10 kg (inclusive), and international parcels weighing between 10 kg and 20 kg (inclusive) dispatched from outside Romania to an address within Romania.

Postal services not included in the scope of the universal service offered and provided by DPD are:

Services consisting of collection, sorting, transport, and delivery of domestic and international postal items weighing more than 2 kg (correspondence, printed matter).
Direct mail advertising services involving domestic and international postal items.
Services consisting of collection, sorting, transport, and delivery of domestic postal parcels weighing between 10 kg and 31.5 kg (inclusive).
Services consisting of collection, sorting, and transport of international postal parcels weighing between 10 kg and 31.5 kg (inclusive) dispatched from Romania to an address outside Romania.
Services consisting of distribution of international postal parcels weighing between 20 kg and 31.5 kg (inclusive) dispatched from outside Romania to an address within Romania.
Cash on Delivery Service.
Special Delivery Service.
Return Receipt Service.
Express Service.

Conditions for postal items to be met: Size and weight of the postal item: Postal items meeting the following dimensions and weights will be accepted:

Maximum weight:

30 kg for international postal items subject to the express service;
31.5 kg for all other domestic and international postal items;

Maximum length:

120 cm for international postal items subject to the express service;
175 cm for all other domestic postal items (including those subject to the Express service) and international items.

Circumference + length <= 300 cm (Circumference = 2 x height + 2 x width) for all domestic and international postal items.

The packing method or degree of processing of the postal item: The sending client is solely responsible for ensuring adequate internal and external packaging of postal items, based on the nature and weight of the contents, which must be packed in an opaque outer covering to prevent visibility of the contents. Postal items must be packed compactly.

For postal items containing fragile goods, the client is obligated to ensure appropriate packaging suitable for the fragile nature of the item introduced into the DPD postal network, using materials such as sawdust, anti-shock polystyrene, or other materials (e.g., bubble wrap, sawdust, anti-shock polystyrene, etc.) that cushion against mechanical shock, with the inscription "Fragile" applied. Upon written request from the sending client, DPD will ensure proper labeling of the postal item containing fragile goods.
In all cases, the sending client must ensure packaging that sufficiently protects the contents of the postal items from mechanical handling during the sorting process (fall height diagonally up to 80 cm). Additionally, it is mandatory that access to the contents of the postal items is not possible without leaving traces.
Regarding the packaging method, the sending client must ensure that the goods to be shipped are not packed in multiple individual parcels tied together under the same single transport document.
Recommendations and instructions on packaging methods, depending on the category of goods, are extensively described on the subscriber's website: https://www.dpd.com/ro/en/packing-methods-dpd/
Completion of recipient identification data: It must be correctly and completely indicated, including Name, Surname, Locality, Address, phone number (recommended), etc. It is also recommended to include sender's details, except for cash on delivery service, where the sender's details (name or name and surname of the sender, as appropriate, phone number, and complete address where the cash amount is to be delivered or the bank account for cash delivery) are mandatory.
Geographical areas where the provider can deliver postal items through its own means and areas where delivery can be ensured through another provider: Entire territory of Romania and international, according to the Commercial Offer.
Proof of identity/quality as a representative of the sender, the person who submits the postal item, in the case of cash on delivery service and declared value service: For individuals, by identity document/For legal entities, by delegation/power of attorney, signed by the legal representative, accompanied by the identity document of the delegate/attorney. The delegation/power of attorney must be physically left with the courier service provider.
In the case of Cash on Delivery service: The maximum allowed limit for cash on delivery is 5,000 lei for legal entities and 10,000 lei for individuals, according to Article 3 (2) of Law no. 70/2015 for strengthening financial discipline on cash collection and payments operations and amending and completing Government Emergency Ordinance no. 193/2002 on introducing modern payment systems, with subsequent amendments and completions.

Payment methods for postal service fees:

Cash payment, card payment at POS in fixed access points/served by DPD personnel or partners, or card payment to the courier (DPD personnel) or to automated collection systems. Clients, both individuals, and legal entities can choose to pay the postal service fee at the time of submitting the postal item (COP - payment at the sender) or opt for payment by the recipient of the postal item (payment on delivery).
Cash/bank order/bank note/check/offset - for legal entities with which contracts have been concluded (based on negotiated individual offers), additional to DPD's commercial offer.

Currency (accepted) for collecting and paying cash on delivery amounts: RON for domestic postal items, EURO, LEVA, FORINT, Czech Crowns, and ZLOTI for international postal items collected/delivered from/to Bulgaria, Hungary, Czech Republic, Greece, Poland (maximum amounts for cash on delivery at this time: Hungary - 500,000 HUF, Greece - 500 EUR, Poland - 3000 Euro, Bulgaria - 9999 BGN, Czech Republic - 3000 Euro).

The collection and payment method for cash on delivery is in cash or electronically.

DPD offers as an additional feature electronic monitoring of the postal item's progress (track & trace) during the collection, sorting, transport, and delivery operations of postal items.

Excluded from collection, sorting, transport, and delivery:

Postal items that cannot be processed with the usual personnel and means available to the provider (exceeding the dimensions and weight limits mentioned above); whose delivery is prohibited by legal provisions, etc.;
Domestic and international postal items containing special value goods, especially precious metals, genuine jewelry, gemstones, genuine pearls, antiques, artworks, paintings that are part of the national heritage;
Postal items containing counterfeit goods, ADR products, negotiable instruments, money, valuable documents, original documents, securities, blank CECs, blank bills of exchange, blank promissory notes, except where the postal item represents a service offered by DPD under a contract (e.g., ROAD), telephone cards or similar value certificates, identity documents, bank cards, keys, vehicle registration plates, vehicle registration certificates, marriage certificates, and death certificates. This list is illustrative, not exhaustive.
Domestic and international postal items consisting of vouchers and access tickets with a declared value exceeding 520 euros per postal item (or equivalent in RON);
Domestic and international postal items consisting of furs, carpets, watches, other jewelry items, and leather goods with a declared value exceeding 520 euros per postal item (or equivalent in RON);
Postal items containing perishable goods, food products, medicines, alcoholic beverages to destinations: Finland, France, Germany, Greece, Czech Republic.
Postal items containing any other goods with a declared value exceeding 5000 euros per postal item (or equivalent in RON);
Postal items whose content and/or external appearance contravene the law;
Postal items containing firearms as defined by Romania's firearms law, whether in transit or collection/transit or destination country, parts/components categorized as firearms or disassembled firearms, ammunition for firearms - regardless of type, shape, or caliber;
International postal items consisting of goods whose transport is prohibited by legal provisions, even on a portion of the journey;
Postal items whose packaging bears inscriptions contrary to public order or good morals, as well as postal items consisting of goods that contravene public order or good morals if deposited unpackaged or in transparent packaging;
Postal items with old labels or inscriptions not removed or belonging to other postal service providers;
Postal items which, due to their packaging method or the nature of their contents, may cause damage to goods or endanger persons, as well as postal items containing cigarettes (more than 10 cigarette packs), live or dead animals, materials for medical or biological examinations, medical waste, narcotics, human or animal remains, body parts or organs, including ashes;
In the case of international postal items, the contents of which are prohibited for export or import or require special approvals in accordance with the regulations of the respective country, for postal collection/delivery, transit or destination;
Postal items consisting of goods for which special transport conditions are established by legal, administrative, economic, health, veterinary, phytosanitary, and similar provisions, under the conditions provided by these provisions, as DPD is not a legal entity authorized to provide such services;
DPD is authorized to refuse delivery if, after accepting the postal item, DPD discovers a reason for exclusion or if there are well-founded reasons to suspect the exclusion of the postal item from collection, with the burden of proof in these circumstances falling on DPD.
Acceptance for delivery of sealed postal items containing excluded goods, of which DPD is unaware of their existence, does not constitute a waiver of exclusion from delivery;
In addition to any legally established liability, the sending client will be liable for any direct damages caused by goods excluded from acceptance (collection).

IV Purpose of Services. Retention Periods.

The services cover the organization of postal services by the provider, from collection to delivery of postal items to the recipient, and the return to the sender of the postal item, the form certifying the delivery of the postal item, confirmed in writing by the recipient in the case of the receipt confirmation service, and the reimbursement value of postal items in the case of cash on delivery service, as applicable.

DPD collects and delivers shipments through its own means, its own personnel, or personnel belonging to partners, both through its own access points and contact points, as well as through access points and contact points belonging to partners.

Collection of Postal Items

1.1 Postal item collection is only carried out through access points not serviced by personnel (e.g., automated collection system) or through the provider's personnel or DPD partners' personnel at access points serviced by personnel or from the address indicated by the sender.

1.2 The minimum number of postal items that can be subject to postal service: minimum 1, except for postal advertising service, where the minimum number is 500 internal or international postal items.

1.3 At the time of acceptance (collection) / takeover of postal items, they will be weighed and measured, and the weight taken into account will be the greater of the physical weight and the volumetric weight.

1.4 The provider is obliged to have and use appropriate measuring instruments at the time of taking over the postal item through its personnel, both at the address indicated by the sender and at each access point serviced by personnel. However, if the provider applies differentiated tariffs based on the physical characteristics of the postal item and does not use appropriate measuring instruments at the time of taking over the postal item, the postal item will be accepted based on the physical characteristics specified by the sender.

1.5 If conversion formulas are applied, such as volumetric or weight-based formulas, these will be clearly highlighted in the commercial offers.

1.6 The tariff collected or to be collected, established based on the physical characteristics of the postal item determined at the time of acceptance of the respective item in the provider's postal network, cannot be subsequently modified by reanalyzing or reassessing these physical characteristics.

1.7 In the case of taking over postal items through automated collection systems equipped with certified scales, the tariff collected or to be collected is established based on the physical weight of the estimated postal item at the time of placing the order by the sender or integrator, and it may be subsequently modified due to the use of appropriate weighing instruments of automated collection systems at the time of depositing the postal item, according to the calculation formula and tariff valid at the time of introducing the postal item into the provider's postal network.

Delivery of Postal Items

2.1. Delivery is made to the recipient or authorized person at the address indicated by the sender, except where there is a plausible reason to doubt the right of this person to receive the postal item (DPD is not obligated to verify the identity of this person, except for registered postal items, with DPD assuming responsibility accordingly).

2.2. DPD also offers the possibility to deliver postal items to an automated delivery system. DPD does not deliver postal items to a mailbox.

2.3. Proof of the recipient's identity is the identity document or authorization, as applicable. DPD uses additional methods to identify the recipient, such as a PIN code.

Retention/Return Periods of Postal Items

3.1. In case delivery to the address indicated by the sender (door-to-door) has been opted for, if the recipient is not found, a second delivery attempt will be made, informing the recipient about the next delivery attempt.

3.2. DPD will implicitly make two delivery attempts on consecutive working days.

If the recipient or authorized person to receive the postal item is not found at the destination, on the last delivery attempt, DPD will leave a notice containing details such as the transport document number, date of notification to the recipient, period for which the postal item will be held at the recipient's disposal, as well as the name, address, and public opening hours of the contact point from which the postal item can be collected. If no recipient's address has a suitable receptacle for receiving postal items, DPD will take all necessary measures to ensure that the notice reaches the recipient, including transmission by electronic means.

3.3. If the recipient refuses, as applicable, to accept the postal item, confirmation in writing of receipt of the postal item in the case of the receipt confirmation service or payment of the value of the goods subject to the cash on delivery service, the return process will be automatically processed on the same day, without following the recipient notification procedure.

3.4. If, following the two delivery attempts, the postal item cannot be delivered to the recipient, it will be kept, without any charge, at the DPD staffed contact point from where it can be collected within 7 calendar days from the date of notification. During this period, arrangements can be made with the sender and/or recipient for details of a new (last) delivery attempt, without incurring any additional charges.

3.5. In the case of delivery to an authorized delivery system, DPD ensures a collection period for the postal item of 3 days from the time of notification that the postal item has been deposited at the automated system. The retention for collection of postal items cannot involve additional fees. The notice will indicate: the period for which the postal item will be held for collection, the minimum data required for identification and access to the automated delivery system, as well as the operating hours of the system, unless it operates non-stop.

3.6. The return period to the sender/integrator of the postal item that could not be delivered to the recipient due to one of the reasons listed below is 5 working days for domestic postal items and 10 working days for international postal items, calculated, as applicable, from the expiry of the retention period for delivery or from the date of the last delivery attempt. The return will be made to the nearest DPD access point to the sender's address, and will not involve any fees to be borne by the sender, who will be informed in writing beforehand about the possibility of collecting the postal item from that particular DPD access point.

3.7. The provider is obliged to return to the sender or integrator the registered postal item that could not be delivered to the recipient due to one of the following reasons:

a) The recipient's address does not exist or there is no building or receptacle at the indicated address where the postal item can be delivered or no service available for receiving postal items; b) The recipient or authorized person to receive the postal item was not found at the indicated address after the expiry, where applicable, of the retention period for delivery; c) The recipient or authorized person to receive the postal item refused, as applicable, to accept the postal item or confirm in writing the receipt of the postal item in the case of the receipt confirmation service or payment of the value of the goods that are the subject of the cash on delivery service.

3.8. In case of initial impossibility to deliver the returned postal item to the sender, DPD will notify the sender through a notice announcing the attempt to return the postal item and will keep, at the contact point, for delivery, the postal item that could not be delivered to the sender, for a period of 7 days from the date of notification.

3.9. If the postal item cannot be delivered to the recipient and cannot be returned to the sender, it will be kept at the DPD headquart.

IV Delivery Times and Specific Deadlines for Certain Types of Services

Domestic Postal Items:

1.1. Except for express services and special delivery, guaranteed delivery times for postal services involving domestic postal items are 2 working days. However, in localities with fixed visiting days as indicated in DPD's commercial offer, the delivery time for domestic postal items is a maximum of 7 calendar days (this does not apply to express and special delivery services).

1.2. The deadline for returning the proof of delivery to the sender, within the Confirmation of Receipt postal service for domestic postal items, is 2 working days from the moment of delivery of the postal item.

1.3. The refund of the value of goods subject to cash on delivery service for domestic postal items is processed within a maximum of 7 working days from the delivery of the postal item.

International Postal Items:

2.1. For postal services involving international postal items, except for express services and special delivery, guaranteed delivery times are 10 working days.

2.2. The refund of the value of international postal items subject to cash on delivery service is processed within 7 working days from the delivery of the postal item.

2.3. DPD does not provide the Confirmation of Receipt service for international postal items.

Guaranteed Delivery Times for Express Service:

Guaranteed delivery times for express service start from the acceptance of the postal item for delivery and adhere to the following conditions:
a) For domestic postal items, delivery times will not exceed 12 hours within the same locality, 24 hours between county seats and inter-county, and 36 hours between any other two localities.
b) Guaranteed delivery times for international postal items under the express service:
For international postal items collected from Romania's territory, the time during which the postal item remains within Romania's territory shall not exceed the limits set forth in these conditions for domestic postal items, regardless of whether the postal item is to be delivered to a recipient in a Member State of the European Union or the European Economic Area or to a recipient outside these areas.
For international postal items collected from Romania's territory and to be delivered to a recipient in a Member State of the European Union or the European Economic Area, the time during which the postal item is outside Romania's territory is 120 hours.
For international postal items collected from Romania's territory and to be delivered to a recipient in a country outside the European Union or the European Economic Area, the time during which the postal item is outside Romania's territory is a maximum of 168 hours (approximately 7 days).
DPD is liable to the sender for late delivery of postal items by paying penalties amounting to 0.10% of the service tariff per each delay period, except for express services, for which it is the same per 12 hours of delay.
DPD provides registered mail services for both domestic and international postal items.
The period during which the sender may request proof of deposit or delivery to the recipient of the postal item subject to registered mail service is 9 months from the date DPD collected the respective postal item. The requested proof is provided within 7 days from the date of request, through a method agreed upon with the sender (email, written address, etc.).
Postal services involving postal items (domestic or international) with declared value are provided by DPD only under contracts concluded with senders, in addition to DPD's commercial offer.
Within DPD's regulations, the maximum admitted limit of declared value is EUR 5,000 per postal item (or equivalent in RON), under the acceptance conditions established by DPD above, and the insured amount increases in multiples of EUR 500.
The period during which the sender may request proof of deposit or delivery of the postal item subject to a service involving goods with declared value is 9 months from the date DPD collected the respective postal item. The requested proof is provided within 7 days from the date of request, according to the method specified in the contract between the parties under which the service is provided.
Payment for Services:
Except where otherwise provided through written contracts between the user and DPD, payment for services will be made in accordance with the current price list of the postal services provider. The applicable tariffs will be those valid on the day the postal item is received. DPD includes a fuel surcharge in the postal service tariff, applicable to both domestic and international services. This will be calculated and displayed on the DPD invoice, according to a mechanism (grid) found in DPD's offer and on the website: www.dpd.com/ro/ro.
The currency in which the payment of service tariffs is made (according to contract) is, as applicable: RON, USD, EUR, etc. For ad hoc shipments, the service tariff will be in RON.
The calculation of the chargeable weight of the parcel will consider the higher of the volumetric weight (determined by actual weighing) and the volumetric weight (volumetric weight = length x width x height in cm / 5000) resulting in kg.
If the customer does not pay the invoice amount within the agreed period, DPD may apply penalties of 0.15% for each day of delay, calculated on the overdue and unpaid amount.
Cooperation Obligation:
The sender client is responsible for ensuring that the information entered on the postal item or its packaging is free of errors. Also, in cases where the sender client chooses to complete the transport document themselves through the IT application provided by DPD, they are responsible for ensuring that the provided data are error-free and correctly attached to the postal item or its packaging.
When postal items contain taxable goods, the sender client is responsible for ensuring all necessary customs documentation is provided by attaching it to the postal item in an external envelope.
Opening, Arranging, and Destruction of Postal Items:
The confidentiality of postal items is inviolable;
DPD will not open the postal item and will not condition the provision of postal services on the opening of the deposited closed postal item;
Retention, opening, and disclosure of the contents of postal items are permitted only under the conditions and procedures provided by law;
DPD may destroy the postal item that has caused or may cause significant imminent damage to persons, the environment, facilities used, or other postal items, with notification to the sender if possible. In this case, the contract terminates automatically. The burden of proof lies with DPD.

V. Cost Responsibility.

The costs for customs formalities and for the export customs declaration (if applicable) are borne by the sender. In the case of collection requests, the recipient will only bear the costs for customs formalities.
For imports from outside the EU, import duties, VAT, or any other applicable taxes are invoiced to the recipient. For exports outside the EU, import duties, VAT, or any other applicable taxes are invoiced to the recipient, and if these are not accepted upon the initial request, they will be invoiced to the sender.
The sender client shall indemnify DPD for all costs incurred by DPD from the opening and/or arrangement and/or destruction of the postal item according to Section XI.

VI Liability.

For theft, total or partial loss, total or partial destruction, or damage to domestic and international postal items occurring between collection and delivery to the recipient, DPD is liable in accordance with the provisions of Government Emergency Ordinance 13/2013, supplemented by other applicable legal provisions.

Liability Limits.

The beneficiary of any compensation is solely the Client (sender or recipient).
We are not liable and do not bear special losses (loss of profit, income, interest, market opportunities, tenders) or other indirect damages and losses caused by delay, loss, destruction, defective delivery, or non-delivery of the postal item.
In the event that DPD transfers the obligation to provide postal services to a third party, responsibility for any damages caused to the client remains with DPD.
In case of theft, total or partial loss, total or partial destruction, or damage to the postal item, DPD is liable for the loss incurred if these circumstances occur between the time of deposit and the time of delivery to the recipient.

4.1. DPD is liable for domestic and international postal items, including those returned to the sender, as follows:

In case of total loss, theft, or total destruction:

With the full declared value, for a postal item subject to a declared value service, whether or not the postal item is subject to a cash on delivery service;
With the cash on delivery amount, for a postal item subject to a cash on delivery service without declared value;
With an amount representing 5 times the service tariff, for postal items not subject to a declared value service or cash on delivery service; b) In case of partial loss, partial destruction, or damage:
With the declared value for the missing, destroyed, or damaged part, or with the corresponding portion of the declared value weight for postal items subject to a declared value service;

With an amount representing 5 times the service tariff, in case of partial loss, partial destruction, or damage to postal items not subject to a declared value service

In the case of a shipment subject to a cash on delivery service, the postal service provider is liable for the entire cash on delivery amount if it has not refunded the sender the full amount, or for the difference up to the full amount if only partial cash on delivery has been collected from the recipient.

4.2. The above-mentioned amounts are subject to statutory penal interest from the time of filing the preliminary claim or, as applicable, from the time of filing the lawsuit, whichever occurs first.

4.3. Complete loss of contents is equivalent to the loss of the postal item.

If the sender declared a value lower than the actual value, compensation is provided based on the declared value.

4.4. In addition to the compensation outlined above, collected tariffs are refunded up to the value of the unfulfilled obligation assumed by DPD. Full refund of collected tariffs occurs only in the case of total loss, theft, or total destruction.

4.5. In case additional features of postal services, specified by the sender through special instructions, are not performed, only the additional tariffs collected beyond the standard postal service tariff are refunded.

4.6. In case of loss of the registered proof of delivery, confirmed in writing by the recipient, the postal service provider is obliged to prepare and provide the sender with a duplicate proof of delivery.

4.7. The sender may waive their right to compensation in favor of the recipient.

DPD is exempt from liability in the following situations:

a) The loss occurred due to the act of the sender or recipient.

b) The shipment was accepted without objections by the recipient, except for claims regarding loss, theft, partial or total destruction, or damage to the contents of the postal item.

c) The loss occurred due to force majeure or unforeseen circumstances; in this case, the sender has the right to a refund of paid tariffs, except for the insurance tariff.

d) The user did not ensure a service intended for receiving postal items (e.g., registered mail).

VI Claims Resolution Mechanism.

Any claim regarding improper provision or non-provision of postal services must be made in writing by completing a complaint form provided by DPD, which can be submitted via the following communication channels:

By post, preferably with acknowledgment of receipt, to DPD's headquarters.
By submission at any of DPD's fixed access/contact points staffed by personnel.
Scanned and emailed to [email protected].
By accessing the complaint form directly from the website: https://www.dpd.com/ro/en/complaint-form/

The complaint must include complete and accurate information regarding the account number, bank, and branch where the compensation should be paid via bank transfer, if applicable.

Each complaint will be registered and assigned a registration number (which will subsequently be referenced in all communications between the postal service provider, DPD, and the claimant). Confirmation of receipt will be correlated with the method through which the complaint was submitted to DPD, specifically:

By completing and signing the acknowledgment of receipt (exclusively for complaints submitted to DPD via the Confirmation of Receipt service).
Written confirmation transmitted through postal service (for complaints submitted via post without acknowledgment of receipt).
Handing over the registration number (for personally submitted complaints).
Email confirmation (for complaints submitted via email).
Confirmation through the complaint form on the website or any other method requested by the claimant in the complaint.

Both the sender and the recipient, as well as their legal representatives, have the right to file a complaint. All complaints are recorded in the "Electronic Complaints Register".

Subject of the complaint may include:

Loss, theft, total or partial destruction/damage of postal items.
Non-compliance with delivery or return times of postal items.
Professional conduct of DPD representatives.
Any other objections regarding the quality of services.

The deadline for filing a preliminary complaint to the postal service provider – specifically DPD – is 6 (six) months and is calculated from the date of depositing the postal item.

Each complaint must be filed individually for each postal item. The standard complaint form can be found at any fixed access/contact point staffed by DPD personnel or can be downloaded online by accessing the following link: https://www.dpd.com/ro/en/support/tips/resolution-mechanism-of-complaints/

The complaint must be accompanied by relevant documents corresponding to the claimed event, such as:

Proof of postal item receipt – copy of the waybill.
Any evidence that the claimant considers relevant and on which they base their claims for conducting correct and complete analyses and resolving the complaint (e.g., photographs, description of goods included in the postal item, destroyed/damaged goods that were part of the postal item, postal item packaging, etc.).
Fiscal documents (copy of fiscal receipt, receipt, payment order, etc.) confirming payment for the claimed service, when payment was made by the claimant.
Official report drawn up in the presence of the DPD representative – if applicable.

The sender/recipient or their legal representatives are entitled to compensation only if the complaint is filed within the aforementioned deadlines.

The complaint resolution period (involving complaint analysis, response communication, and compensation issuance) is a maximum of 60 days from the date of its submission.

VII Compensation Procedure:

The compensation payment term is 15 days from the date of complaint resolution, without exceeding the previously mentioned 60-day term. Payment can be made either in cash at the Central Cashier's Office at the headquarters in Mogosoaia or by bank transfer, depending on the preference of the entitled user.

If, following the analysis of the documents provided by the user, it is determined that, according to the General Conditions for the Provision of DPD Postal Services, which are part of DPD's commercial offer, the user is entitled to receive a sum of money as compensation, these sums will be paid within the specified period. For instance:

Legal entities: a.1. The legal entity issues an invoice to DPD. a.2. The invoice states "compensation, as per Transport Note/AWB no. _____ dated _____, for non-provision of service or damage occurred during postal service". a.3. VAT does not apply to the amounts on the invoice. a.4. If the customer's claim is substantiated and favorably resolved, they will be informed accordingly and must issue and send an invoice to DPD for payment of the compensation.
Individuals: If the customer's claim is substantiated and favorably resolved, they will be informed accordingly. For individuals, compensation can also be paid in cash at the nearest DPD access point cashier, except when requested by the claimant through the complaint form for payment by bank transfer, specifying the necessary bank details for the payment.

In the case of justified claims, the provider will grant compensation within the terms and conditions mentioned in points 1 and 2, without requiring any express request from the user.

Postal senders are liable to the postal service provider, DPD, for damages resulting from the hazardous nature of postal items or their inadequate packaging conditions, up to the value of damages and sums paid as compensation to other beneficiaries of postal services whose postal items were damaged as a result. In all cases, the deadline for filing complaints with ANCOM or for initiating legal proceedings is 1 year from the date of posting the postal item.

In the case of a postal service provided by multiple providers, the provider who delivered or attempted delivery of the postal item is obliged to forward received complaints for resolution to the provider who took over the respective postal item.

VIII Jurisdiction, Applicable Law, Partial Invalidity:

Any disputes arising from DPD's commercial offer will be resolved amicably. If this is not possible, competent entities will be approached.
The invalidity of individual provisions of these terms will not affect the validity of the remaining provisions.
Any subsequent changes to the General Conditions for the Provision of DPD Postal Services will be available on the official website dpd.com/ro/en at least 30 days before these changes come into effect.
The provisions of the General Conditions for the Provision of DPD Postal Services are supplemented accordingly with the provisions of applicable legislation in the field.

Effective date of the General Conditions for the Provision of Postal Services: 01.07.2024.