the Terms and Conditions of2021-07-08T09:54:05+03:00

the Terms and Conditions of

General conditions for the provision of postal services

Altexpress Courier & E-fulfillment Services SRL, headquartered in Ilfov, Bragadiru, Sos. belt No. 2 – 8. CUI 34799922 Save , provides postal services for domestic and international postal items, subject to the following conditions:

Altexpress Courier & E-fulfillment Services LLC. accepts postal items submitted by the sender, properly packaged, with an opaque outer shell that does not allow the contents to be viewed, and which have entered the full identification data of the recipient, and in the case of the Counter refund service and the sender (name and surname/name in the case of legal persons, respectively the full address of delivery).

The responsibility for packing postal items and entering data on the mailing rests with the sender.

Postal consignments containing fragile goods shall be properly packaged by the consignor, using as a filling of the tall, shock-proof polystyrene or other material that athenise the mechanical shock, and have the inscription "Fragile" applied. Altexpress Courier & E-fulfillment Services LLC. undertakes to recognise and comply with the inscriptions/labels affixed by the consignor and to pay particular attention to the handling and storage of the postal items concerned.

Altexpress Courier & E-fulfillment Services LLC. is not responsible for any alterations in postal mailing by means or for electromagnetic reasons (e.g. demagnetisation, X-ray scanning in security/customs procedures, etc.).

Maximum accepted postal dimensions:

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

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

The maximum permissible weight of an internal or international postal consignment is 31.5 kg, with the exception of the Express service having as its object international postal items, in which case the maximum permissible weight is 30 kg.

Altexpress Courier & E-fulfillment Services LLC. it does not accept postal items the packaging of which has inscriptions contrary to public policy or good morals, as well as postal items consisting of goods contrary to public policy or good morals, if they are deposited unpacked or in transparent packaging or postal items bearing old undeparted labels or inscriptions.

Altexpress Courier & E-fulfillment Services LLC. does not accept counterfeit goods of special value, antiques, securities, securities, securities, valuable documents, original documents, i.e. jewellery, furs, watches and the like in a value greater than the maximum limit set in the case of the sending service with declared value.

Also, goods whose transport is prohibited by legal provisions, even on a portion of the journey (e.g. but not limited to: explosive, toxic, flammable, psychotropic, drugs, weapons or parts thereof, ammunition, etc.) may not be subject to postal items.

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

Altexpress Courier & E-fulfillment Services LLC. ensure the secrecy of postal items – the retention, opening or disclosure of the contents of postal items is permitted only under the conditions and procedure laid down by law.

In the case of international postal items, the incidental legal provisions in the customs field, as well as the laws of the States in whose territory component operations of the postal services and those transited by the postal dispatch are carried out, shall be respected in addition by both parties.

Except for postal items that are the subject of Express, Altexpress Courier & E-fulfillment Services SRL. ensure the delivery of internal postal items within 3 working days, i.e. within 10 working days from the date of take-over in the case of international postal items.

Altexpress Courier & E-fulfillment Services LLC. provide sending services of declared value, services the particularities of which consist in ensuring a postal shipment against loss, theft, total or partial destruction or damage, for an amount which may not exceed the value declared by the consignor, and in issuing, on request, after the submission or delivery of the postal consignment, proof of the submission of the postal consignment or delivery to the consignee, without being confirmed in writing by the consignor.

The period within which proof of submission or delivery of the postal item which is the subject of a declared value sending service may be requested by the sender shall be 9 months from the date of its submission, Altexpress Courier & E-performance Services SRL. required 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 (e.g. fax, e-mail, 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 shipment, i.e. up to EUR 13,000 only with the prior consultation and consent of Altexpress Courier & E-fulfillment Services SRL.

Altexpress Courier & E-fulfillment Services LLC. provides the Counter Refund service, a postal service the particularity of which consists in the payment by the recipient to the sender, through the postal network, of the consideration of the goods subject to the registered postal shipment. The collection of these postal items shall be carried out only if the sender has correctly and completely indicated all his identification data. The accepted currency in which the collection is made, i.e. the payment of money from the recipients, is RON, the strong currency or other approved currency of the country of destination. The maximum amount accepted by the supplier is RON 5,000 for legal entities and RON 9,999 for consumers. The method of collection and payment of the refund, respectively, is by transfer to the bank account. The deadline for returning the value of postal items to the sender (amounts collected from the recipient) is 5 working days from delivery in the case of domestic postal items and 7 working days for international postal items.

Altexpress Courier & E-fulfillment Services LLC. provides the Receipt Confirmation service, a postal service the particularity of which consists in handing over to the sender proof of delivery of the registered postal shipment, confirmed in writing by the recipient. The time limit for returning proof of delivery of the postal consignment, confirmed in writing by the consignee, shall be 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 shipment by the recipient, Altexpress Courier & E-fulfillment Services SRL. draw up and make available to the consignor a duplicate thereof.

Altexpress Courier & E-fulfillment Services LLC. provides the Expressservice, a postal service that cumulatively assumes:

– release by Altexpress Courier & E-fulfillment Services SRL. the consignor of a document enabling the supplier to identify the consignment internally in the postal network and attesting to the date, time and minute of the deposit and the payment of the tariff;

– the delivery of the postal mail to the address of the consignee, in person to the addressee or to the person authorised to receive the mailing;

– the rapid delivery of the postal consignment;

– the supplier's liability for non-compliance with the delivery times relating to the postal items covered by this service.

The guaranteed delivery times for express mailings are 12 hours in the same locality, 24 hours in the case of supply between county and intra-county residences, and 36 hours between any other two localities in the national territory.

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

In the case of international postal items collected from the territory of Romania and to be delivered to a recipient located in one of the Member States of the European Union or the European Economic Area, the time that the postal shipment is outside the territory of Romania will 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 The Expressservice, Altexpress Courier & E-fulfillment Services SRL. answer to the user by refunding 1 % of the rate charged for every 12 hours of delay.

The mailing sending of the mailings shall be delivered to the address indicated by the sender, as appropriate, to the recipient's mailbox or personally to the recipient or to the person authorised to receive the mailing.

Except for postal items subject to Express and Special Delivery services, in case of impossibility of handing over postal items to the recipient (or authorized person), Altexpress Courier & E-fulfillment Services SRL. notify the addressee by means of a notice announcing the attempt to deliver the postal consignment and shall keep, at the point of contact, the mailing which could not be delivered to the recipient for a period of 5 days from the date of its notification.

Altexpress Courier & E-fulfillment Services LLC. will return with notice, to the sender's address, at the sender's expense (according to the tariffs indicated in the commercial offer), the registered postal shipment which could not be delivered to the recipient from one of the causes provided for by law, within 7 working days in the case of domestic postal consignments, i.e. within 21 working days in the case of international postal items, which shall be calculated, as appropriate , from the date of expiry of the approved retention period or the delivery test.

In case of non-compliance with the times thus set out in this document, for all postal services (except delivery times related to Express service), Altexpress Courier & E-fullservice Services SRL. will be liable to the user by refunding 1 % of the rate charged for that service.

In the case of postal items that could not be delivered to the recipient or returned to the sender, Altexpress Courier & E-fulfillment Services SRL. will keep these mailings free of charge for 9 months from the date of their submission. After the expiry of this period, unclaimed mailings pass from the sender's property to the property of Altexpress Courier & E-fulfillment Services SRL.

Altexpress Courier & E-fulfillment Services LLC. has the right to refuse to surrender to the consignee of the postal consignment where, after taking over the postal consignment, it is beyond doubt that it contains goods prohibited from transport or which do not comply with the special conditions of carriage laid down in accordance with the relevant legislation, that is to say the laws of the States in whose territory the delivery is to be made or of the States to be transited, or when , after taking over the postal consignment, it has caused or is likely to cause imminent damage to persons, the environment, the installations used or other postal items.

Altexpress Courier & E-fulfillment Services LLC. shall be liable, in the event of loss, theft or total destruction, for internal postal items, as follows:

with the full declared value, for a mailing which is the subject of a sending service with declared value, including whether or not that postal reference is the subject of a counter-refund service;

the amount of the refund, for a mailing which is the subject of a service for a refund with no declared value;

the amount representing 5 times the service rate, for postal items not covered by a declared value sending service or a counter-refund service;

In the event of loss, theft or total destruction, in addition to the above-mentioned compensation, the charges charged when the postal consignment is deposited shall also be refunded.

In case of loss or partial destruction or damage, Altexpress Courier & E-performance Services LLC. responsible for internal mailings as follows:

the declared value for the missing, destroyed or damaged part or the share corresponding to the missing weight of the declared value, for postal items which are the subject of a declared value sending service;

by the amount of 5 times the service rate, for postal items not covered by a declared value sending service.

The amounts referred to above shall be supplemented by the penalty amount which flows from the time the prior complaint is lodged or, where appropriate, the application for a judicial review, irrespective of which of these moments comes first.

In the case of a shipment that is the subject of a refund service, Altexpress Courier & E-fulfillment Services SRL. shall be liable with the full amount of the refund for the situation in which it has not returned to the consignor the full amount of the refund or with the corresponding difference up to its full amount, if the refund has been partially received from the consignee.

The complete loss of content is equivalent to the loss of the mailing.

Where the consignor has declared a value lower than the actual value, the compensation shall be at the level of the declared value.

In the event of non-performance of benefits constituting additional characteristics of postal services, nominated by the consignor by special indications, only the charges charged in addition to the applicable rate for the standard postal service shall be refunded.

Altexpress Courier & E-fulfillment Services LLC. responsible for international postal items in accordance with the provisions of national law applicable to domestic postal items.

Altexpress Courier & E-fulfillment Services LLC. is exempted from liability in the following situations:

the damage occurred as a result of the act of the consignor or recipient;

the user does not have a mailbox installed to allow the handover of the postal letter or it does not ensure the security of the mailings or, where appropriate, does not have a service for receiving the mailings;

the shipment was received without objection by the recipient/shipper, with the exception of complaints concerning the loss, theft, damage or total or partial destruction of the contents of the postal consignment;

the damage occurred as a result of a case of force majeure or fortuitous case; in this case the consignor is entitled to a refund of the charges paid, with the exception of the insurance tariff.

Mechanism for resolving complaints received from users

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

The sender or recipient dissatisfied with the service offered may lodge a complaint within 6 months of the date of submission of the mailing.

The complaint of the user who considers himself injured/dissatisfied must be made in writing and transmitted to the supplier in one of the following ways: by filing, in person, at the registered office or at the access/contact points served by staff of Altexpress Courier & E-performance Services SRL., respectively by e-mail, at the [email protected]

Altexpress Courier & E-fulfillment Services LLC. register the complaint received in the Complaint Register and confirm to the applicant that it has been received by the same means used for transmission by the user or by the manner requested by the applicant in the complaint, for example: by handing over the registration number, if the complaint has been filed in person, or by communicating the registration number by e-mail to the e-mail address from which the complaint was received.

In order to resolve the complaint, the complainant user will have to describe in the complaint submitted by the event (facts, acts and causes) related to the complaint, to make their claims, the payment method chosen in the case of compensation and the information necessary for the transmission of compensation, as well as the contact details (in the event that the complaint proves well founded to be contacted by the complainant), to attach to the complaint evidence relevant to the conduct of accurate and complete analyses, corresponding to the event complained of (such as, where applicable, a copy of the document attesting the payment of the postal service, the invoice issued by the supplier, photographs, to make available the packaging of the postal shipment, the destroyed/damaged property which is the subject of the postal shipment, a copy of the statement of findings, etc.) and to make available any other data and information that might be useful to the resolution of the complaint.

Representatives of Altexpress Courier & E-fulfillment Services LLC. will analyse the complaint received taking into account both the evidence submitted by the applicant, as well as the relevant information/evidence provided by its own employees or third parties involved, and may, where appropriate, even request an expert opinion.

The complaint will be resolved (involving, analysis of complaint, communication response and awarding compensation) by Altexpress Courier & E-performance Services SRL. within 3 months of its introduction.

In case of complaints settled favorably, Altexpress Courier & E-fulfillment Services SRL. will indemnify the user within 30 days from the date of completion of the analysis of the complaint by written resolution, without exceeding, however, the above mentioned 3 month period, the payment of the amounts due to the user being granted, depending on the request of the injured person, by bank transfer or in cash, from the cashier located at the address in Bucharest, Bld. Metalurgiei, nr.78, et.2, sector 4.

If the complaint to the postal service provider Altexpress Courier & E-performance Services SRL. has not been satisfactorily resolved or has not been replied to within the time limit laid down in these general conditions for the provision of postal services, the user concerned may, within one year of the date of submission of the postal mail, submit a complaint to the regulatory authority accompanied by proof that the prior complaint procedure has been completed or a request for a judicial review has been made. An application for an appeal may be lodged irrespective of whether or not a complaint having the same object has been submitted to the regulatory authority.

This document is an integral part of the commercial offer of Altexpress Courier & E-performance Services SRL., representing the general clauses of the individual contract to be considered concluded between the sender and Altexpress Courier & E-fulfillment Services SRL., at the time of acceptance of the mailing in the postal network. The individual contract shall be concluded by the acceptance by the consignor of the supplier's tender, without the need to draw up a document.

Legal representative Altexpress Courier & E-fulfillment Services SRL.

Maher Saad Petro Tarazi

the Terms and Conditions of

General conditions for the provision of postal services

Altexpress Courier & E-fulfillment Services SRL, headquartered in Ilfov, Bragadiru, Sos. belt No. 2 – 8. CUI 34799922 Save , provides postal services for domestic and international postal items, subject to the following conditions:

Altexpress Courier & E-fulfillment Services LLC. accepts postal items submitted by the sender, properly packaged, with an opaque outer shell that does not allow the contents to be viewed, and which have entered the full identification data of the recipient, and in the case of the Counter refund service and the sender (name and surname/name in the case of legal persons, respectively the full address of delivery).

The responsibility for packing postal items and entering data on the mailing rests with the sender.

Postal consignments containing fragile goods shall be properly packaged by the consignor, using as a filling of the tall, shock-proof polystyrene or other material that athenise the mechanical shock, and have the inscription "Fragile" applied. Altexpress Courier & E-fulfillment Services LLC. undertakes to recognise and comply with the inscriptions/labels affixed by the consignor and to pay particular attention to the handling and storage of the postal items concerned.

Altexpress Courier & E-fulfillment Services LLC. is not responsible for any alterations in postal mailing by means or for electromagnetic reasons (e.g. demagnetisation, X-ray scanning in security/customs procedures, etc.).

Maximum accepted postal dimensions:

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

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

The maximum permissible weight of an internal or international postal consignment is 31.5 kg, with the exception of the Express service having as its object international postal items, in which case the maximum permissible weight is 30 kg.

Altexpress Courier & E-fulfillment Services LLC. it does not accept postal items the packaging of which has inscriptions contrary to public policy or good morals, as well as postal items consisting of goods contrary to public policy or good morals, if they are deposited unpacked or in transparent packaging or postal items bearing old undeparted labels or inscriptions.

Altexpress Courier & E-fulfillment Services LLC. does not accept counterfeit goods of special value, antiques, securities, securities, securities, valuable documents, original documents, i.e. jewellery, furs, watches and the like in a value greater than the maximum limit set in the case of the sending service with declared value.

Also, goods whose transport is prohibited by legal provisions, even on a portion of the journey (e.g. but not limited to: explosive, toxic, flammable, psychotropic, drugs, weapons or parts thereof, ammunition, etc.) may not be subject to postal items.

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

Altexpress Courier & E-fulfillment Services LLC. ensure the secrecy of postal items – the retention, opening or disclosure of the contents of postal items is permitted only under the conditions and procedure laid down by law.

In the case of international postal items, the incidental legal provisions in the customs field, as well as the laws of the States in whose territory component operations of the postal services and those transited by the postal dispatch are carried out, shall be respected in addition by both parties.

Except for postal items that are the subject of Express, Altexpress Courier & E-fulfillment Services SRL. ensure the delivery of internal postal items within 3 working days, i.e. within 10 working days from the date of take-over in the case of international postal items.

Altexpress Courier & E-fulfillment Services LLC. provide sending services of declared value, services the particularities of which consist in ensuring a postal shipment against loss, theft, total or partial destruction or damage, for an amount which may not exceed the value declared by the consignor, and in issuing, on request, after the submission or delivery of the postal consignment, proof of the submission of the postal consignment or delivery to the consignee, without being confirmed in writing by the consignor.

The period within which proof of submission or delivery of the postal item which is the subject of a declared value sending service may be requested by the sender shall be 9 months from the date of its submission, Altexpress Courier & E-performance Services SRL. required 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 (e.g. fax, e-mail, 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 shipment, i.e. up to EUR 13,000 only with the prior consultation and consent of Altexpress Courier & E-fulfillment Services SRL.

Altexpress Courier & E-fulfillment Services LLC. provides the Counter Refund service, a postal service the particularity of which consists in the payment by the recipient to the sender, through the postal network, of the consideration of the goods subject to the registered postal shipment. The collection of these postal items shall be carried out only if the sender has correctly and completely indicated all his identification data. The accepted currency in which the collection is made, i.e. the payment of money from the recipients, is RON, the strong currency or other approved currency of the country of destination. The maximum amount accepted by the supplier is RON 5,000 for legal entities and RON 9,999 for consumers. The method of collection and payment of the refund, respectively, is by transfer to the bank account. The deadline for returning the value of postal items to the sender (amounts collected from the recipient) is 5 working days from delivery in the case of domestic postal items and 7 working days for international postal items.

Altexpress Courier & E-fulfillment Services LLC. provides the Receipt Confirmation service, a postal service the particularity of which consists in handing over to the sender proof of delivery of the registered postal shipment, confirmed in writing by the recipient. The time limit for returning proof of delivery of the postal consignment, confirmed in writing by the consignee, shall be 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 shipment by the recipient, Altexpress Courier & E-fulfillment Services SRL. draw up and make available to the consignor a duplicate thereof.

Altexpress Courier & E-fulfillment Services LLC. provides the Expressservice, a postal service that cumulatively assumes:

– release by Altexpress Courier & E-fulfillment Services SRL. the consignor of a document enabling the supplier to identify the consignment internally in the postal network and attesting to the date, time and minute of the deposit and the payment of the tariff;

– the delivery of the postal mail to the address of the consignee, in person to the addressee or to the person authorised to receive the mailing;

– the rapid delivery of the postal consignment;

– the supplier's liability for non-compliance with the delivery times relating to the postal items covered by this service.

The guaranteed delivery times for express mailings are 12 hours in the same locality, 24 hours in the case of supply between county and intra-county residences, and 36 hours between any other two localities in the national territory.

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

In the case of international postal items collected from the territory of Romania and to be delivered to a recipient located in one of the Member States of the European Union or the European Economic Area, the time that the postal shipment is outside the territory of Romania will 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 The Expressservice, Altexpress Courier & E-fulfillment Services SRL. answer to the user by refunding 1 % of the rate charged for every 12 hours of delay.

The mailing sending of the mailings shall be delivered to the address indicated by the sender, as appropriate, to the recipient's mailbox or personally to the recipient or to the person authorised to receive the mailing.

Except for postal items subject to Express and Special Delivery services, in case of impossibility of handing over postal items to the recipient (or authorized person), Altexpress Courier & E-fulfillment Services SRL. notify the addressee by means of a notice announcing the attempt to deliver the postal consignment and shall keep, at the point of contact, the mailing which could not be delivered to the recipient for a period of 5 days from the date of its notification.

Altexpress Courier & E-fulfillment Services LLC. will return with notice, to the sender's address, at the sender's expense (according to the tariffs indicated in the commercial offer), the registered postal shipment which could not be delivered to the recipient from one of the causes provided for by law, within 7 working days in the case of domestic postal consignments, i.e. within 21 working days in the case of international postal items, which shall be calculated, as appropriate , from the date of expiry of the approved retention period or the delivery test.

In case of non-compliance with the times thus set out in this document, for all postal services (except delivery times related to Express service), Altexpress Courier & E-fullservice Services SRL. will be liable to the user by refunding 1 % of the rate charged for that service.

In the case of postal items that could not be delivered to the recipient or returned to the sender, Altexpress Courier & E-fulfillment Services SRL. will keep these mailings free of charge for 9 months from the date of their submission. After the expiry of this period, unclaimed mailings pass from the sender's property to the property of Altexpress Courier & E-fulfillment Services SRL.

Altexpress Courier & E-fulfillment Services LLC. has the right to refuse to surrender to the consignee of the postal consignment where, after taking over the postal consignment, it is beyond doubt that it contains goods prohibited from transport or which do not comply with the special conditions of carriage laid down in accordance with the relevant legislation, that is to say the laws of the States in whose territory the delivery is to be made or of the States to be transited, or when , after taking over the postal consignment, it has caused or is likely to cause imminent damage to persons, the environment, the installations used or other postal items.

Altexpress Courier & E-fulfillment Services LLC. shall be liable, in the event of loss, theft or total destruction, for internal postal items, as follows:

with the full declared value, for a mailing which is the subject of a sending service with declared value, including whether or not that postal reference is the subject of a counter-refund service;

the amount of the refund, for a mailing which is the subject of a service for a refund with no declared value;

the amount representing 5 times the service rate, for postal items not covered by a declared value sending service or a counter-refund service;

In the event of loss, theft or total destruction, in addition to the above-mentioned compensation, the charges charged when the postal consignment is deposited shall also be refunded.

In case of loss or partial destruction or damage, Altexpress Courier & E-performance Services LLC. responsible for internal mailings as follows:

the declared value for the missing, destroyed or damaged part or the share corresponding to the missing weight of the declared value, for postal items which are the subject of a declared value sending service;

by the amount of 5 times the service rate, for postal items not covered by a declared value sending service.

The amounts referred to above shall be supplemented by the penalty amount which flows from the time the prior complaint is lodged or, where appropriate, the application for a judicial review, irrespective of which of these moments comes first.

In the case of a shipment that is the subject of a refund service, Altexpress Courier & E-fulfillment Services SRL. shall be liable with the full amount of the refund for the situation in which it has not returned to the consignor the full amount of the refund or with the corresponding difference up to its full amount, if the refund has been partially received from the consignee.

The complete loss of content is equivalent to the loss of the mailing.

Where the consignor has declared a value lower than the actual value, the compensation shall be at the level of the declared value.

In the event of non-performance of benefits constituting additional characteristics of postal services, nominated by the consignor by special indications, only the charges charged in addition to the applicable rate for the standard postal service shall be refunded.

Altexpress Courier & E-fulfillment Services LLC. responsible for international postal items in accordance with the provisions of national law applicable to domestic postal items.

Altexpress Courier & E-fulfillment Services LLC. is exempted from liability in the following situations:

the damage occurred as a result of the act of the consignor or recipient;

the user does not have a mailbox installed to allow the handover of the postal letter or it does not ensure the security of the mailings or, where appropriate, does not have a service for receiving the mailings;

the shipment was received without objection by the recipient/shipper, with the exception of complaints concerning the loss, theft, damage or total or partial destruction of the contents of the postal consignment;

the damage occurred as a result of a case of force majeure or fortuitous case; in this case the consignor is entitled to a refund of the charges paid, with the exception of the insurance tariff.

Mechanism for resolving complaints received from users

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

The sender or recipient dissatisfied with the service offered may lodge a complaint within 6 months of the date of submission of the mailing.

The complaint of the user who considers himself injured/dissatisfied must be made in writing and transmitted to the supplier in one of the following ways: by filing, in person, at the registered office or at the access/contact points served by staff of Altexpress Courier & E-performance Services SRL., respectively by e-mail, at the [email protected]

Altexpress Courier & E-fulfillment Services LLC. register the complaint received in the Complaint Register and confirm to the applicant that it has been received by the same means used for transmission by the user or by the manner requested by the applicant in the complaint, for example: by handing over the registration number, if the complaint has been filed in person, or by communicating the registration number by e-mail to the e-mail address from which the complaint was received.

In order to resolve the complaint, the complainant user will have to describe in the complaint submitted by the event (facts, acts and causes) related to the complaint, to make their claims, the payment method chosen in the case of compensation and the information necessary for the transmission of compensation, as well as the contact details (in the event that the complaint proves well founded to be contacted by the complainant), to attach to the complaint evidence relevant to the conduct of accurate and complete analyses, corresponding to the event complained of (such as, where applicable, a copy of the document attesting the payment of the postal service, the invoice issued by the supplier, photographs, to make available the packaging of the postal shipment, the destroyed/damaged property which is the subject of the postal shipment, a copy of the statement of findings, etc.) and to make available any other data and information that might be useful to the resolution of the complaint.

Representatives of Altexpress Courier & E-fulfillment Services LLC. will analyse the complaint received taking into account both the evidence submitted by the applicant, as well as the relevant information/evidence provided by its own employees or third parties involved, and may, where appropriate, even request an expert opinion.

The complaint will be resolved (involving, analysis of complaint, communication response and awarding compensation) by Altexpress Courier & E-performance Services SRL. within 3 months of its introduction.

In case of complaints settled favorably, Altexpress Courier & E-fulfillment Services SRL. will indemnify the user within 30 days from the date of completion of the analysis of the complaint by written resolution, without exceeding, however, the above mentioned 3 month period, the payment of the amounts due to the user being granted, depending on the request of the injured person, by bank transfer or in cash, from the cashier located at the address in Bucharest, Bld. Metalurgiei, nr.78, et.2, sector 4.

If the complaint to the postal service provider Altexpress Courier & E-performance Services SRL. has not been satisfactorily resolved or has not been replied to within the time limit laid down in these general conditions for the provision of postal services, the user concerned may, within one year of the date of submission of the postal mail, submit a complaint to the regulatory authority accompanied by proof that the prior complaint procedure has been completed or a request for a judicial review has been made. An application for an appeal may be lodged irrespective of whether or not a complaint having the same object has been submitted to the regulatory authority.

This document is an integral part of the commercial offer of Altexpress Courier & E-performance Services SRL., representing the general clauses of the individual contract to be considered concluded between the sender and Altexpress Courier & E-fulfillment Services SRL., at the time of acceptance of the mailing in the postal network. The individual contract shall be concluded by the acceptance by the consignor of the supplier's tender, without the need to draw up a document.

Legal representative Altexpress Courier & E-fulfillment Services SRL.

Maher Saad Petro Tarazi

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