General Terms and Conditions for 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 - Unit A1 and A2, Ilfov County

Website: https://www.dpd.com/ro/en/ 

E-mail: [email protected]

Customer service: 031.824.90.90

I Definitions.

1. Postal Parcel - a postal item with a maximum weight of 31.5 kg, containing goods with or without commercial value;
2. 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 in a distribution list. This category includes not only correspondence but also postal parcels containing goods with or without commercial value.
3. Standard Postal Service - consists of the collection of the postal item by the provider and its delivery to the recipient or, where applicable, to the person authorized to receive the postal item at the address indicated by the sender, within a certain time frame and in exchange for a fee.
4. Express Service - a postal service that includes, cumulatively:
   • the issuance of evidence by the provider to the sender, allowing internal identification of the item within the postal network and proving the date and time of submission, as well as, generally, payment of the fee;
   • delivery of the postal item to the recipient’s address, personally to the recipient or to a person authorized to receive the postal item;
   • fast delivery of the postal item;
   • the provider’s liability for failure to meet delivery times;
5. Cash on Delivery Service - a postal service characterized by the recipient paying the sender, through the postal network, the value of the goods that are the subject of the registered postal item.
6. Receipt Confirmation 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;
7. Special Delivery Service - a postal service for registered postal items, characterized by the personal delivery of the postal item to the recipient or the person authorized 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;
8. 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, after submission or delivery of the postal item, proof of submission or delivery to the recipient, without written confirmation by the recipient.
   • The provider of cash on delivery, receipt confirmation, special delivery services, or services for postal items with declared value must issue, including by electronic means, at the latest at the time of acceptance of the postal item, proof certifying the service chosen by the sender or integrator.
9. Registered Mail Service - a postal service characterized by offering a flat-rate guarantee against the risks of loss, theft, total or partial destruction, or damage to the registered postal item and issuing, upon request, after submission or delivery of the postal item, proof of submission or delivery to the recipient, without written confirmation by the recipient.
10. Mail Advertising Service - a postal service for a minimum of 500 domestic or international postal items submitted at the same access point, at the same time, to be transported and delivered to the address indicated by the sender on the item or its packaging, consisting exclusively of advertising, marketing, or promotional materials, containing identical messages, except for the name, address, and identification number of the recipient, as well as other modifications that do not alter the nature of the message. Mail advertising does not include: a) receipts, invoices, financial statements, and other messages with different content; b) postal items containing other items besides mail advertising in the same package.
11. Commercial Offer - all offers regarding the provision of postal services, except for individual offers proposed during direct negotiations;
12. Automated Collection and/or Delivery Systems - unattended, automated, and digitized access points for collection and/or delivery used for providing self-service postal services.
13. Integrator - any individual or legal entity acting under contract as an intermediary between one or more senders and the postal service provider, whose activity includes, in whole or in part, the generation and processing of postal items and their introduction into the postal network of a postal service provider for delivery to the address indicated by the sender; these services provided by the integrator are not postal services;
14. User (hereinafter referred to as Client) - any individual or legal entity that benefits from the provision of a postal service as a sender or recipient.

II General Provisions.

1. These general terms and conditions regarding the provision of postal services by DPD apply to legal relationships related to the provision of postal services arising, according to legal provisions, under this document.
2. The contracting parties are the sender and the provider. The individual contract is considered concluded between the sender and the provider under the general terms and conditions regarding the provision of postal services established by the provider, at the moment of acceptance of the postal item into the postal network. The collection, sorting, transport, and delivery of the postal item will be carried out through the DPD postal network and, where applicable, through third parties commissioned for this purpose, with DPD remaining liable to the user. Each postal item is identified by DPD in its postal network by a unique transport number (AWB).
3. DPD offers and provides postal services for both domestic and international postal items.

III. Postal Services Included in the Universal Service Provided by DPD:

1. Services consisting of the collection, sorting, transport, and delivery of domestic and international postal items weighing up to 2 kg (including) (correspondence, printed matter);
2. Services consisting of the collection, sorting, transport, and delivery of domestic and international postal parcels weighing up to 10 kg (including);
3. Services consisting of the distribution of international postal parcels weighing between 10 kg and 20 kg (including) sent from outside Romania to an address within Romania;
4. Registered mail service for domestic and international postal items weighing up to 2 kg (including) (correspondence, printed matter);
5. Declared value service for domestic and international postal items weighing up to 2 kg (including) (correspondence, printed matter) or domestic and international postal parcels weighing up to 10 kg (including), as well as international postal parcels weighing between 10 kg and 20 kg (including) sent from outside Romania to an address within Romania.

IV Postal Services Not Included in the Universal Service Provided by DPD:

1. Services consisting of the collection, sorting, transport, and delivery of domestic and international postal items weighing more than 2 kg (correspondence, printed matter);
2. Mail advertising services for domestic and international postal items;
3. Services consisting of the collection, sorting, transport, and delivery of domestic postal parcels weighing between 10 kg and 31.5 kg (inclusive);
4. Services consisting of the collection, sorting, and transport of international postal parcels weighing between 10 kg and 31.5 kg (inclusive) sent from Romania to an address outside its territory;
5. Services consisting of the distribution of international postal parcels weighing between 20 kg and 31.5 kg (inclusive) sent from outside Romania to an address within Romania;
6. Cash on delivery service;
7. Special delivery service;
8. Receipt confirmation service;
9. Express service.

V Conditions That Postal Items Must Meet:

1. Size and Weight of Postal Items:

Postal items with the following dimensions and weights will be accepted:

Maximum weight:

• 30 kg for international postal items under the express service;
• 5 kg for all other domestic and international postal items;

Maximum length:

• 120 cm for international postal items under the express service;
• 175 cm for all other domestic (including those under the express service) and international postal items;

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

            2 .  Packaging Method or Degree of Processing of the Postal Item:

• The sender is solely responsible for ensuring proper internal and external packaging of postal items, in accordance with the nature and weight of the contents. Items must be packaged with an opaque exterior covering to prevent the contents from being visible. Postal items should be compactly packaged.
• For postal items containing fragile goods, the sender must ensure appropriate packaging according to the nature of the fragile item being introduced into the DPD postal network. This includes using filler materials such as sawdust, shock-absorbing polystyrene, or other materials (e.g., bubble wrap, shock-absorbing polystyrene) to cushion mechanical shocks, and labeling the package with "Fragile." Upon the sender's written request, DPD will ensure proper labeling of postal items containing fragile goods.
• In all cases, the sender must ensure packaging that sufficiently protects the contents of the postal items against mechanical handling during the sorting process (with a diagonal drop height of 80 cm). Additionally, it must be impossible to access the contents of postal items without leaving evidence of tampering.
• When packaging, the sender must ensure that goods to be shipped are not packaged in multiple individual parcels tied/bundled together under a single transport document.
• Recommendations and instructions on packaging methods, according to the category of goods, are detailed on our website: https://www.dpd.com/ro/en/packing-methods-dpd/  

            3. Method of Completing Recipient Identification Data:

The recipient's identification data must be indicated correctly and completely as follows: Name, Surname, City, Address, phone number (recommended), etc. It is also recommended to include the sender's data, except in the case of cash on delivery (COD) service, where it is mandatory to include the sender's data (the name or company name of the sender, as applicable, phone number, and the complete address where the money is to be delivered or the bank account where the money is to be deposited, as applicable).

4. Geographic Areas Where the Provider Can Deliver Postal Items Using Its Own Means and Areas Where Delivery Can Be Ensured Through Another Provider:

The entire territory of Romania and internationally, according to the Commercial Offer.

5. Proof of the Sender's Identity/Representative's Status of the Sender, and the Person Submitting the Postal Item in the Case of Cash on Delivery Service and Declared Value Service:

For individuals, through an identity document; for legal entities, through a delegation/authorization signed by the legal representative, accompanied by the identity document of the delegate/authorized person. The provider's staff may keep a copy of this.

6. In the Case of the Cash on Delivery (COD) Service:

The maximum allowable COD amount for domestic postal items is established in accordance with the provisions of Article 3 paragraph (2) of Law no. 70/2015 for strengthening financial discipline regarding cash collection and payment operations and for amending and supplementing Government Emergency Ordinance no. 193/2002 on the introduction of modern payment systems, as subsequently amended and supplemented, respectively 5,000 lei/legal entity and 10,000 lei/individual.

In countries where DPD provides the COD service, the maximum allowable COD amount for international postal items is established by the national legal provisions of the country from which it is collected, respectively Hungary - 500,000 HUF, Greece - 500 EUR, Poland - 15,000 PLN, Bulgaria - 9999 BGN, Czech Republic - 3000 EUR.

           7. Methods of Payment for Postal Service Fees:

a. Cash payment, card payment at POS in DPD's staffed access/contact points or by partner staff, card payment to the DPD courier, or at automatic collection systems.

b. Customers, both individuals, and legal entities can choose to pay for the service at the time of depositing the postal item (COP – payment by the sender) or opt for payment by the recipient of the postal item (payment on delivery/destination).

c. Cash/payment order/bill of exchange/cheque/compensation - for legal entities with which contracts have been concluded (based on individually negotiated offers), in addition to DPD's commercial offer, at the time specified in these contract

          8. Accepted Currency for Collection and Payment in the Case of Cash on Delivery Service: RON for domestic postal items, and EURO, as well as LEV, FORINT, Czech Crowns, and ZLOTY for international postal items collected/delivered from/in Bulgaria, Hungary, Czechia, Greece, Poland, as applicable.

          9.Method of Collecting and Paying the COD Amount: In cash or by electronic means.

         10. DPD Offers an Additional Feature:

• Electronic tracking of the postal item's journey (track & trace) during the collection, sorting, transport, and delivery operations.

VI Exclusions from Collection, Sorting, Transport, and Delivery:

A.

1. Postal items that cannot be processed items that cannot be processed with the provider's usual staff and means (exceeding the above-mentioned dimensions and weight limits); items whose delivery is prohibited by legal provisions, etc.
2. Domestic and International Postal Items Containing Goods with Special Value: specially precious metals, genuine jewelry, precious stones, real pearls, antiques, works of art, paintings that are part of the national heritage.
3. Postal Items Containing Counterfeit Goods, ADR Products, Negotiable Instruments: money, bank cards, valuable documents, original documents (identity documents - ID cards, driver's licenses, birth certificates, passports, etc. - marriage certificates, death certificates, vehicle registration documents, diplomas, certificates, etc.), securities; blank cheques, blank bills of exchange, blank promissory notes, even if these represent only a part of the postal item or accompany other goods that are not excepted from DPD's collection.

Exclusively for a service offered by DPD under a written contract with the sender of the postal item (e.g., ROAD) – in addition to the public offer, the postal item may also include phone cards or similar value certificates, identity documents, bank cards, keys, license plates, vehicle registration documents, marriage and death certificates. These documents are listed as examples, not limiting.

4. Vouchers and Access Tickets: tems with declared value over 520 EUR (or equivalent in RON).
5. Furs, Carpets, Watches, Jewelry: items with declared value over 520 EUR (or equivalent in RON).
6. Perishable Goods and Food Products: perishable goods, food products, medications, and alcoholic beverages to specified destinations.
7. High-Value Goods: items with declared value over 5000 EUR (or equivalent in RON).
8. Illegal Contents or Appearance: items with content or appearance that violates the law.
9. Firearms and Ammunition: firearms, firearm parts, ammunition, regardless of type, shape, or caliber.
10. Prohibited Transport Items: items prohibited by law for transport.
11. Items with Offensive Labels: items with inscriptions violating public order or decency, or with offensive labels.
12. Items with Old or Conflicting Labels: items with old or conflicting labels or markings from other postal service providers.
13. Hazardous Packaging or Contents: items whose packaging or contents may cause damage or danger, including over 10 packs of cigarettes, live or dead animals, medical or biological samples, medical waste, narcotics, and human or animal remains.
14. Prohibited Export/Import Items: items prohibited or requiring special approvals for export/import in the respective countries.
15. Special Condition Transport Items: items requiring special transport conditions under administrative, economic, sanitary, veterinary, or phytosanitary regulations, as DPD is not authorized for such services.

B.

1. DPD's Authority to Refuse Delivery: DPD may refuse delivery if the postal item does not meet the general acceptance conditions, or if the sender has not fully paid the postal service fee.
2. Discovery of Exclusion Reasons: If an exclusion reason is discovered post-acceptance or if there are reasonable grounds to suspect exclusion, DPD may refuse collection in compliance with applicable laws, informing the sender when possible.
3. Responsibility for Damage: The sender is liable for any direct damage caused by excluded items, which are not accepted for collection.

VII. Purpose of Services. Storage Terms.

The services cover the organization of postal services by the provider, from collection to delivery of postal consignments to the recipient, and returning the form confirming delivery of the postal consignment, acknowledged in writing by the recipient in the case of delivery confirmation service or the value of the postal consignments in the case of cash on delivery service, as applicable, and, when necessary, until the return to the sender of the postal consignment.

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

1. Collection of Postal Consignments

1.1 The collection of postal consignments is carried out solely through unmanned access points (such as automated collection systems) or by personnel of the provider or DPD partners, at manned access points or from the address indicated by the sender.

1.2 The minimum number of postal consignments eligible for postal service: minimum 1, except for advertising mail, where the minimum is 500 internal or international postal consignments.

1.3 At the time of acceptance (collection) of postal consignments, they will be weighed, measured, and the applicable weight will be the greater of the physical weight and the volumetric weight.

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

2. Delivery of Postal Consignments

2.1 Delivery is made to the recipient or authorized person at the address indicated by the sender, except as provided in point 2.10.7 of Decision ANCOM no. 925/2023, or point 2.12.4 of the same regulatory act.

2.2 DPD also offers the option of delivering postal consignments to an automated delivery system. DPD does not deliver postal consignments to post office boxes.

2.3 Proof of the recipient's identity is either an identity document or authorization and, if necessary, an identity document. DPD uses additional methods to identify the recipient, such as a PIN code sent via SMS to the phone number provided by the sender of the postal consignment.

3. Storage/Return Terms of Postal Consignments

3.1 In cases where delivery to the address indicated by the sender (door-to-door) is chosen and 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 attempt two deliveries on consecutive working days, except for Express service and Special Delivery service, where only one delivery attempt will be made.

If the recipient or authorized person to receive the postal consignment 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 consignment will be held available to the recipient, as well as the name, address, a contact phone number, and the public opening hours of the contact point from which the postal consignment can be collected. If no recipient receptacle for postal consignments is installed at the recipient's address, DPD will take all measures to ensure the notice reaches the recipient, including electronic transmission.

3.3 If the recipient refuses to accept the postal consignment, confirmation in writing of receipt in the case of a delivery confirmation service or payment of the value of the goods for cash on delivery services, the return process will be automatically initiated on the same day, without the need for recipient notification procedures and without holding the postal consignment at the recipient's disposal.

3.4 If, after two delivery attempts, the postal consignment cannot be delivered to the recipient, it will be held at the DPD manned contact point without any additional charge, where it can be collected within 7 calendar days from the notification date. During this period, new (final) delivery attempts can be arranged with the sender and/or recipient details, again without incurring additional charges.

3.5 In the case of delivery to an automated delivery system, DPD ensures a 72-hour pickup period for the recipient, calculated from the notification time that the postal consignment has been deposited at the automated system and the system is available/functional. Holding postal consignments for pickup does not incur additional fees. The notice will include: the period during which the postal consignment will be held for pickup, minimal identification and access data required for using the automated delivery system, and the system's operating hours, unless it operates non-stop.

3.6 The deadline for returning the postal consignment to the sender/integrator, which could not be delivered to the recipient due to one of the listed causes, is 5 working days for domestic postal consignments and 10 working days for international postal consignments, calculated from the expiration of the storage period for delivery or from the date of the last delivery attempt, as applicable. The return will be made, as applicable, to the nearest DPD contact point to the sender's address/at the sender's address, and will not involve, at the sender's expense, payment of fees in this regard, with the sender being informed in writing beforehand about the possibility of collecting the postal consignment from the respective DPD contact point by transmitting a notice containing the information mentioned earlier, at point 3.2.

3.7. The provider will return the registered postal consignment to the sender or integrator under one of the following causes: a. The recipient's address does not exist or there is no available service intended for receiving the postal consignment; b. The recipient or authorized person to receive the postal consignment was not found at the indicated address after the expiration, where applicable, of the storage period for delivery; c. The recipient or authorized person to receive the postal consignment refused, as applicable, to accept the postal consignment or confirm receipt in writing in the case of delivery confirmation service or payment of the value of the goods for cash on delivery service.

3.8. In cases where initial return to the sender at the dispatch address of the postal consignment is not possible, DPD will notify the sender through a notice announcing the attempt to return the postal consignment and will keep the consignment at the contact point for delivery for a period of 7 days from the date of notification.

3.9. If the postal consignment cannot be delivered to the recipient and cannot be returned to the sender, it will be kept at the DPD headquarters for a period of 9 months from the date of acceptance, which does not involve payment of fees for storage.

VIII. Delivery Times and Specific Terms for Certain Types of Services.

1. Domestic Postal Consignments:

1.1. Except for express services and special delivery, the delivery times for postal services involving domestic postal consignments are 2 working days. Additionally, by derogation from this period, in the case of localities with fixed visiting days as indicated in the DPD commercial offer, the delivery time for domestic postal consignments is a maximum of 7 calendar days (not applicable to express services and special delivery).

1.2. The deadline for returning the delivery confirmation to the sender under the postal service Confirmation of Receipt for domestic postal consignments is 2 working days from the delivery of the postal consignment.

1.3. The return of the value of goods for cash on delivery services involving domestic postal consignments is done within a maximum of 7 working days from the delivery of the postal consignment.

        2. International Postal Consignments: 2.1. For postal services involving international postal consignments, except for express services and special delivery, the guaranteed delivery times are 10 working days. 2.2. The return of the value of the postal consignment for cash on delivery services involving international postal consignments is done within 7 working days from the delivery of the consignment. 2.3. DPD does not provide delivery confirmation service for international postal consignments.

3. Guaranteed Delivery Times for Express Service: Guaranteed delivery times for express service begin from the acceptance of the postal consignment for delivery and adhere to the following conditions:

a) For domestic postal consignments, delivery times will not exceed 12 hours within the same locality, 24 hours between county seats and intra-county, respectively, 36 hours between any other two localities.

b) Guaranteed delivery times for international postal consignments subject to express service:

- For international postal consignments collected from Romania's territory, the time the postal consignment remains within Romania's territory shall not exceed the limits specified for domestic postal consignments, regardless of whether the postal consignment is to be delivered to a recipient in one of the European Union Member States or the European Economic Area or to a recipient outside these areas;

- For international postal consignments collected from Romania's territory and intended for delivery to a recipient in one of the European Union Member States or the European Economic Area, the time the postal consignment remains outside Romania's territory is 120 hours;

- For international postal consignments collected from Romania's territory and intended for delivery to a destination outside the European Union or the European Economic Area, the time the postal consignment remains outside Romania's territory is a maximum of 168 hours (approximately 7 days).

4. DPD is responsible towards the sender for delayed delivery of postal consignments (delivery to the recipient, return to the sender of the postal consignment) or remittance to the sender of the sum of money subject to cash on delivery service or the form confirming the delivery of the postal consignment to the recipient under the delivery confirmation service, by paying penalties amounting to 0.10% of the service tariff per delay, except for express service, where the penalty is the same per 12-hour delay.

5. DPD also provides registered mail service which includes both domestic and international postal consignments.

6. The period within which proof of deposit or delivery to the recipient of the postal consignment subject to registered mail service can be requested by the sender is 9 months from the date DPD collected the respective postal consignment. 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.).

7. Postal services involving postal consignments (domestic or international) with declared value are provided by DPD only under contracts concluded with senders, in addition to the DPD commercial offer.

Under DPD regulations, the maximum declared value allowed is 5,000 euros per postal shipment (or equivalent in RON), under the acceptance conditions established by DPD above, and the insured amount increases in multiples of EUR 500.

8.The period within which proof of deposit or delivery of the postal consignment subject to a service involving goods with declared value can be requested by the sender is 9 months from the date DPD collected the respective postal consignment. The requested proof is provided within 7 days from the date of request, according to the method stipulated in the contract between the parties under which the service is provided.

IX Tariffs for Services.

1. Except for cases specified in written contracts between the user and DPD, concluded based on negotiated individual offers (in addition to the public offer), the tariffs for services comply with the current DPD price list. The applicable tariffs will be those valid on the day the postal shipment is accepted. DPD includes a fuel surcharge in the postal service tariff, valid for both domestic and international services. This surcharge will be calculated and displayed on the DPD invoice according to a mechanism (grid) found in the DPD offer and website.
2. The currency in which the payment for the services offered and provided is made is RON, except for contracts concluded based on negotiated individual offers (in addition to the public offer), where other options may be agreed upon between the parties.
3. When calculating the chargeable weight of the parcel, the greater of either the volumetric weight (calculated as length x width x height in cm / 5000) or the actual weight will be considered.
4. If the client does not pay the invoice amount within the agreed period, DPD may apply penalties of 0.15% for each day of delay, calculated based on the due and unpaid amount.
5. Obligation to Cooperate.
6. The sending client is responsible for ensuring that the information on the postal shipment or its packaging is free of errors. Moreover, in cases where the sending client chooses to complete the transport document themselves via the DPD-provided IT application, they are responsible for ensuring that the provided data is error-free and correctly attached to the postal shipment or its packaging.
7. When postal shipments contain taxable goods, the sending client is responsible for ensuring all necessary customs documentation is provided, securely attached to the outside of the postal shipment.
8. Opening, Arranging, and Destruction of Postal Shipments.
9. The confidentiality of postal shipments is inviolable.
10. DPD will not open postal shipments and will not condition the provision of postal services on the opening of deposited closed postal shipments.
11. Retention, opening, and disclosure of the contents of postal shipments are only permitted under conditions and procedures provided by law.
12. DPD may destroy a postal shipment that has caused or may cause imminent significant damage to persons, the environment, facilities used, or other postal shipments, in compliance with applicable legislation and with informing the sender if possible. In this case, the contract terminates automatically. The burden of proof lies with DPD.

XII. Responsibility for Costs.

1. Costs for customs formalities and export customs declaration (where applicable) are borne by the sender. For collection requests, the recipient will bear only the costs for customs formalities.
2. 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 first request, they will be invoiced to the sender.
3. The sending client will indemnify DPD for all costs incurred by DPD from the opening and/or arranging and/or destruction of the postal shipment according to Section XI.

XIII. DPD's Liability for Providing Postal Services For theft, total or partial loss, total or partial destruction, or damage to domestic and international postal shipments, from the time of collection to delivery to the recipient, DPD is liable in accordance with the provisions of Government Emergency Ordinance No. 13/2013, supplemented by other applicable legal provisions.

XIV. Limits of Liability.

1. The sole beneficiary of any compensation is the Client, either the sender or the recipient (in cases where the sender waives their right to compensation in favor of the recipient).
2. We are not liable and cannot be held accountable for special losses (loss of profit, income, interest, market opportunities, tenders), or other indirect damages and losses resulting from delay, loss, destruction, faulty delivery, or non-delivery of postal shipments.
3. If DPD assigns the obligation to provide postal services to a third party, liability for any damages caused to the client remains with DPD.
4. In cases of theft, total or partial loss, total or partial destruction, or damage to postal shipments, DPD is liable for the resulting damages if these circumstances occurred between the time of deposit and the time of delivery to the recipient. Additionally, DPD is liable for theft, total or partial loss, total or partial destruction, or damage to postal shipments that are subject to return to the sender or integrator, or the sum of money that is the subject of the cash-on-delivery service or the form confirming delivery of the postal shipment to the recipient within the registered delivery service.

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

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

1. With the full declared value, for a postal shipment subject to a declared value service, whether or not the postal shipment is also subject to cash-on-delivery service.
2. With the cash-on-delivery amount, for a postal shipment subject to cash-on-delivery service without declared value.
3. With an amount representing 5 times the service tariff, for postal shipments not subject to a declared value service or cash-on-delivery service.

b) In case of partial loss, destruction, or damage:

1. With the declared value for the missing, destroyed, or damaged part, or with the corresponding share of the weight missing from the declared value, for postal shipments subject to a declared value service.
2. With an amount representing 5 times the service tariff for postal shipments not subject to a declared value service.

c) In the case of a postal shipment subject to cash-on-delivery service, the postal service provider is liable for the entire amount of the cash-on-delivery if it has not returned the full amount to the sender or with the difference up to the full amount if the cash-on-delivery has been partially collected from the recipient.

4.2. Legal punitive interest is added to the above amounts from the moment of filing the prior claim or, as appropriate, from the filing of the lawsuit, regardless of which of these moments occurs first.

4.3. Complete loss of contents is equivalent to the loss of the postal shipment. If the sender declared a lower value than the actual value, compensation is provided at the declared value.

4.4. In addition to the compensations mentioned, any fees collected are refunded up to the value of the unfulfilled obligation assumed by DPD. Full refund of fees collected occurs only in cases of total loss, theft, or total destruction.

4.5. For non-performance of additional characteristics of postal services specified by the sender through special instructions, only the fees collected in addition to the standard postal service tariff are refunded.

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

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

5.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 received without objection by the recipient, except for claims regarding the loss, theft, damage, or total or partial destruction of the contents of the postal shipment.

c) The loss occurred due to force majeure or fortuitous events; in this case, the sender is entitled to a refund of the fees paid, except for the insurance fee.

d) The user did not ensure a service intended for receiving postal shipments (e.g., a registry).

XV Complaint Resolution Mechanism

1. Any complaint regarding non-performance or improper execution of postal services must be submitted in writing by completing a complaint form, which may be provided by DPD. The complaint can be submitted through the following communication channels:

• By post, preferably with acknowledgment of receipt, to DPD's headquarters.
• By submission at any fixed access/contact point served by DPD personnel.
• Scanned, via email, using the address: [email protected].

*By accessing the complaint form directly on the website: https://www.dpd.com/ro/en/complaint-form/

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

2. Each complaint will be registered and assigned a registration number (which will subsequently be referenced in all communications between DPD and the complainant). Confirmation of receipt will be correlated with the method through which the complaint was submitted to DPD, as follows:

• By completing and signing the acknowledgment of receipt (exclusively for complaints submitted to DPD via registered mail).
• Written address transmitted by postal service (for complaints submitted by post without acknowledgment of receipt).
• Handing over the registration number (for personally submitted complaints).
• By email (for complaints submitted via email).
• Through the complaint form on the website or any other method requested by the complainant in the complaint.

The right to file a complaint belongs to both the sender and the recipient, as well as their legally authorized representatives. Every complaint will be recorded in the "Electronic Complaints Register".

3. The subject of the complaint may include:

• Loss, theft, total or partial destruction/damage of postal shipments.
• Non-compliance with the delivery time of postal shipments, cash-on-delivery amounts, or the form confirming delivery of the postal shipment to the recipient, or the return of postal shipments.
• Professional conduct of DPD representatives.
• Any other objections regarding the quality of services.

4. The deadline for filing a prior complaint addressed to the postal service provider - specifically DPD - is 6 (six) months from the date of depositing the postal shipment.
5. Each complaint must be filed individually for each postal shipment. The standard complaint form is available at any fixed access/contact point served by DPD personnel or can be downloaded online at the following link: https://www.dpd.com/ro/en/support/tips-and-tricks-dpd-romania/resolution-mechanism-of-complaints/
6. The complaint must be accompanied by relevant documents corresponding to the claimed event, such as:

a) Proof of postal shipment acceptance - copy of the consignment note.

b) Any evidence considered relevant by the complainant, based on which they base their claims for the purpose of conducting accurate and complete analyses and resolving the complaint (e.g., photographs, description of goods included in the postal shipment, destroyed/damaged goods, postal shipment packaging, etc.).

c) Fiscal documents (copy of fiscal receipt, invoice, payment order, etc.) proving payment of the claimed service by the complainant.

d) Official record drawn up in the presence of a DPD representative - if applicable.

7. The sender/recipient or their legally authorized representatives are entitled to compensation only if the complaint is submitted within the above-mentioned deadlines.

8. The postal service provider is obligated to resolve the preliminary complaint (involving complaint analysis, response communication, and compensation) within 3 months from the date it was submitted.

XVI. Compensation Procedure

1. The payment term for compensations is 15 days from the date of resolving the complaint, but not exceeding the 3 months limit mentioned earlier. Payments can be made either in cash at the Central Cashier's Office at the headquarters in Mogosoaia or via bank transfer, depending on the preference of the entitled user.
2. If, following the analysis of the documents provided by the user, it is determined that, under the General Conditions for the Provision of Postal Services by DPD, which are part of DPD's commercial offer, the user is entitled to receive a sum of money as compensation, payment of these amounts will be made within the above-mentioned term, as follows:
3. a) For legal entities:

1. 1. The legal entity issues an invoice to DPD.
   2. The invoice must specify: "Compensation, according to Consignment Note/AWB No. _____ dated _____ , for non-performance of the service or damage occurred during the provision of postal service".
   3. No VAT applies to the amounts on the invoice.
   4. If the customer's complaint is substantiated and resolved in their favor, they will be informed accordingly and must issue and submit an invoice to DPD for the compensation payment.

b) For individuals: If the customer's complaint is substantiated and resolved in their favor, they will be informed accordingly. In the case of individuals, compensation can also be paid in cash at the Central Cashier's Office at the headquarters in Mogosoaia, in addition to the methods specified in point 1, unless the payment by bank transfer was requested via the complaint form, with the necessary bank details provided.

1. In the case of substantiated complaints, the provider will grant compensations within the terms and conditions mentioned in points 1 and 2, without requiring any express request from the user.
2. Senders of postal shipments are liable to DPD for damages resulting from the dangerous nature of postal shipments or inadequate packaging conditions, up to the value of damages and amounts paid as compensation to other beneficiaries of postal services whose postal shipments were damaged for these reasons. In all cases, the deadline for filing a complaint with ANCOM or for initiating legal action is 1 year. The statutory limitation period starts from the date of depositing the postal shipment.
3. In the case of a postal service provided by multiple providers, the provider who delivered or attempted to deliver the postal shipment is obligated to forward received complaints for resolution to the provider who received the respective postal shipment.

Compensation cannot be conditioned by the transfer of ownership of the goods included in the respective postal shipment to DPD, except for postal shipments covered by declared value services or cash-on-delivery services, for which compensations have been granted according to applicable legal provisions, due to total loss, theft, or destruction of postal shipments.

XVII. Jurisdiction, Applicable Law, Partial Invalidity

1. Any disputes arising from DPD's commercial offer will be resolved amicably; if this is not possible, competent entities will be consulted.
2. The invalidity of individual provisions of these terms will not affect the validity of the remaining provisions.
3. Any subsequent modifications to the General Conditions for the Provision of Postal Services by DPD will be available on the official website https://www.dpd.com/ro/en/ at least 30 days before the changes take effect.
4. The provisions of the General Conditions for the Provision of Postal Services by DPD are supplemented accordingly by the provisions of the applicable legislation in force in the field.

Effective date of the General Conditions for the Provision of Postal Services: July 1, 2024.