General Conditions

General Conditions Regarding The Provision Of Postal Services

FAN Courier Express S.R.L. (hereinafter referred to as FAN/FAN Courier/FAN Courier Express) offers and provides postal services included in the scope of the universal service and not included in the scope of the universal service, having as object the delivery of domestic and international postal consignments, under the following terms and conditions:

FAN Courier Express only accepts postal consignments that are properly packaged and labeled by the sender, according to the goods making up the object of the postal consignment, with an opaque outer covering – which does not allow the content to be viewed, but which will not prevent the readability of the address and on the surface of which the address and other signs, labels, instructions/markings can be easily and securely affixed, and which have the complete identification data of the recipient (last name and first name/registered name in the case of legal entities, full delivery address, telephone number) and optionally, but advisable, the data of the sender, with the exception of the cash on delivery service, in which case the correct and full data of the sender are also mandatory (registered name or last name and first name of the sender, as applicable, telephone number, as well as the full address where the amount of money is to be delivered or the bank account where the amount of money is to be deposited, as applicable).

By handing over the consignments to the FAN agent/staff, the sender agrees to the terms and conditions of FAN Courier Express, which are part of the provider’s commercial offer, regardless of whether or not he signs the transport document (AWB).

The sender is responsible for the correctness of the data stated on the postal consignment, as well as for its proper packaging and labeling, and for the content of the postal consignment.

Conditions for accepting postal consignments:

Conditions of dimensions and weight:

Dimensions and maximum weights accepted for postal consignments:
210 mm X 297 mm (A4format) for envelopes, maximum weight 3 kg;
60 cm x 50 cm x 30 cm for parcels, maximum weight accepted is 30 kg.

Conditions of packaging

In order to be accepted in the postal network, postal consignments must meet the following packaging conditions:

They must be placed by the sender in an intact and opaque packaging, which does not allow the content to be viewed, and which is suitable for the weight, shape and nature of the content, as well as for the mode and duration of the transport,
The packaging must protect the content in such a way that it cannot be damaged by pressure or successive handling, and the packaging can be boxes made of cardboard, plywood, wood, plastic, metal, non-standard packaging, as applicable.
The packaging instructions published on the company’s website www.fancourier.ro, at the FAN COURIER EXPRESS access points or specified in the contract concluded with the sender (where they exist) must be complied with.

Postal consignments containing fragile goods must be properly packaged by the sender, using bubble wrap, air cushions, separators, foam sheets, sawdust, impact protection polystyrene or other material that mitigates mechanical shock as filling, and they must have the wording “Fragile” affixed and, if applicable, labels as to handling. FAN COURIER EXPRESS undertakes to acknowledge and comply with any wording/label affixed by the sender and to pay special attention in the handling and storage of the postal consignments in question.

FAN Courier Express is not liable for any total or partial loss, deterioration, damage caused to persons, environment, installations used or other goods, caused by hidden defects resulting from the sender’s packaging.

Postal consignments must not contain:

goods which, by their nature or the way they are packaged, may cause damage to persons, environment, installations used or other goods;
packaging with writing that is contrary to public order or morality, or goods that are contrary to public order or morality respectively, if they are presented unpackaged or in transparent packaging;
old labels or wordings which have not been removed or markings/wordings belonging to other postal service providers;
goods whose transport is prohibited by legal provisions, even if only on part of the route, such as, but not limited to: weapons or their parts, ammunition, drugs, explosive/toxic/flammable materials;
goods for which special transport conditions are established, by means of administrative, economic, sanitary, veterinary, phytosanitary legal provisions, such as, but not limited to: works of art, antiques, gold, silver, precious stones, perishable products, live animals, etc.

FAN Courier refuses to take postal consignments containing goods previously described, as well as postal consignments that do not comply with FAN Courier packaging conditions.

FAN Courier ensures the secrecy of postal consignments – retention, opening or disclosing the content of postal consignments being allowed only under the conditions and according to the procedure provided by law.

The methods of payment of the postal service fees are as follows: electronic means or cash, at the time of placing the order for the postal service or dropping off the postal consignment, as applicable. Also, there may be other methods or terms of payment, established following the drawing up of a contract in writing, in compliance with the legal provisions.

Proof of the identity of the sender or of the capacity of sender’s representative of the person dropping off the postal consignment is the identity document.

FAN COURIER EXPRESS provides the Standard postal service, a postal service whose particularity consists in taking over the postal consignment and handing it over to the recipient or, where applicable, to the person authorized to receive the postal consignment at the address stated by the sender, within the time limit set out herein and in exchange for the fee provided in the commercial offer.

FAN COURIER EXPRESS provides consignment services with declared value, services whose particularities consist in the insurance of a domestic postal consignment against loss, theft, total or partial destruction or damage, for an amount that cannot exceed the value declared by the sender (in exchange for an additional fee of 1% of the declared value), and in the issuance, upon request, after dropping off or delivering the postal consignment, of a proof regarding the dropping off of the postal consignment or the delivery to the recipient, without being acknowledged in writing by the latter.

The time limit in which the sender can request proof regarding the dropping off or the delivery respectively of the postal consignment making up the object of a consignment with declared value is 9 months from the date of its dropping off, FAN COURIER EXPRESS having the obligation to communicate that proof within a maximum of 2 business days from the date of the request, through a method agreed with the sender or the integrator (for example, fax, e-mail, etc.), without involving additional costs for the sender.

In the case of consignments with declared value, the maximum accepted amount of the declared value for domestic postal consignments is RON 5000.

These conditions, namely the maximum accepted limits, may only be derogated from by means of commercial contracts concluded, in writing, between the sender/integrator and FAN COURIER EXPRESS, based on negotiated individual offers (supplement to the public offer).

Proof of the identity of the sender or of the capacity of sender’s representative of the person dropping off the postal consignment making up the object of the consignment with declared value is the identity document.

FAN COURIER EXPRESS does not offer or provide international postal consignments services with declared value.

FAN COURIER EXPRESS provides the Cash on delivery service, a postal service whose particuliarity consists in the payment by the recipient to the sender, through the postal network, of the value of the good making up the object of domestic and international registered postal consignments. These postal consignments are picked up only if the sender has correctly and fully stated all his identification data, namely the registered name or last name and first name, as applicable, the telephone number, as well as the complete address where the amount of money is to be sent or the bank account to which the amount of money is to be deposited, as applicable. Proof of the identity of the sender or of the capacity of sender’s representative of the person dropping off the postal consignment making up the object of the cash on delivery service is the identity document.

FAN COURIER EXPRESS offers and provides the cash on delivery service which has international postal consignments as its object exclusively to/from Bulgaria and Hungary (from Romania to Bulgaria/Hungary and from Bulgaria/Hungary to Romania respectively).

The accepted currency in which collection is possible, or in which the payment of amounts of money is possible in the case of the Collector (bank) Account cash on delivery service is possible is the local currency of the destination country, namely Romania – lei, Bulgaria – leva and Hungary – forint.

The payment of amounts of money to the sender in the case of the cash on delivery service which has domestic postal consignments as its object may be made both in cash and in the Collector (bank) Account.

The maximum amount accepted by FAN COURIER for domestic postal consignments making up the object of the cash on delivery service is as follows:

Sender	Recipient	Standard cash on delivery (cash) maximum	Collector acount maximum
Natural person	Natural person	LEI 5,000	LEI 5,000
Natural person	Legal person	LEI 5,000	LEI 5,000
Legal person	Legal person	LEI 5,000	LEI 5,000
Legal person	Natural person	LEI 5,000	LEI 5,000

The payment of amounts of money to the sender in the case of the cash on delivery service which has international postal consignments as its object is made exclusively to the bank account.

The maximum amount accepted by FAN COURIER for international postal consignments which have the cash on delivery service as their object is as follows:

Bulgaria – maximum of BGN 10.000/EUR 5000 – Collector Account

Hungary – maximum of FT 1 000 000/EUR 3280 – Collector Account

In the case of the Cash on Delivery service, the time limit for returning the value of the goods making up the object of domestic postal consignments to the sender (the amounts collected from the recipient) is 2 business days from the delivery of the postal consignment, and for international consignments it is 7 business days from the delivery of the postal consignment.

FAN COURIER EXPRESS offers and provides the Acknowledgment of Receipt service which has domestic and international postal consignments as its object, a postal service whose particularity consists in the delivery to the sender of the proof regarding the delivery of the registered postal consignment, acknowledged in writing by the recipient. The time limit for returning to the sender the proof regarding the delivery of the domestic postal consignment acknowledged in writing by the recipient is 2 business days from the delivery and 7 business days for an international postal consignment.

In the case of loss of the proof of receipt of the postal consignment by the recipient, FAN COURIER EXPRESS issues and provides the sender with a duplicate thereof.

FAN COURIER provides the Express service, a postal service that cumulatively involves:

the issuance by FAN COURIER to the sender of a document that allows the provider to identify the consignment within the postal network and that certifies the date and time of dropping off, as well as, usually, the payment of the fee;
the delivery of the postal consignment to the recipient’s address, personally to him or to the person authorized to receive the postal consignment;
the fast handover of postal consignments;
the responsibility of the provider for non-compliance with the delivery times for the postal consignments making up the object of this service.

Guaranteed delivery times for postal consignments making up the object of the Express service are as follows:

12 hours, service available only within the municipality of Bucharest, for postal consignments dropped off/collected from Monday to Friday until 6.00 p.m.;
24 hours for delivery between county residences and intra-county;
36 hours for delivery between any two other localities on the national territory.

FAN COURIER EXPRESS does not offer and does not provide the Express service for international postal consignments.

In the case of exceeding the guaranteed delivery times for the Express service, FAN COURIER is liable to the user by refunding a percentage of 0.5% of the fee collected for every 12 hours of delay, but the compensation cannot exceed the value of the fee collected.

The postal consignments are picked up by the employed staff, at the fixed access points attended by FAN Courier staff, from the address indicated by the sender, by the courier (the provider’s staff), or by means of the automatic collection systems (lockers).

In the case of the cash on delivery postal services, acknowledgment of receipt postal services, special delivery postal services or the services having postal consignments with declared value as their object respectively, Fan Courier Express will issue, including by electronic means, a proof that certifies the service chosen by the sender or integrator, at the latest at the time of acceptance of the postal consignment.

At the time of picking up the postal consignments, they will be weighed; the dimension and weight that will be taken into account will be the greater of the physical and volumetric weight. Each fixed access/contact point attended by staff is equipped with proper measuring instruments (approved and metrologically certified scale).

The calculation formula for volumetric weight is length x width x height/6000 cm.

In the FAN warehouse, the postal consignments will be sorted/weighed by the conveyor, but only for the provider’s own records.

All postal consignments must be sealed when dropped off.

The postal consignments are delivered to the address indicated by the sender (in person to the recipient or to the person authorized to receive the postal consignment), at the contact point attended by staff (in person to the recipient or to the person authorized to receive the postal consignment), after a prior notice announcing the arrival of the postal consignment, or to an automatic delivery system (locker).

For postal consignments over 3 m in length, delivery will be made exclusively through the contact points attended by the staff of FAN Courier Express, after a prior notice announcing the arrival of the postal consignment.

In the case of delivery of postal consignments through automatic delivery systems (lockers), FAN Courier will notify the recipient (by means of a notice with the appropriate content provided by the legal rules in force) regarding the fact that the postal consignment has been dropped off to the automatic system and that the postal consignment will be kept in the locker, in order to be picked up by the recipient, for a period of at least 36 hours (which will be expressly indicated by means of the notice), a time limit that is calculated from the time of the notice to the sender regarding the fact that the postal consignment was dropped off to the automatic system.

By means of commercial contracts, individually negotiated with the senders, the possibility of extending the initial retention period can be established.

In the case of unavailability of the automatic system, any period of unavailability of the automatic system will accordingly extend the pick-up period established by FAN Courier by means of the notice, the user being informed in this regard by FAN Courier.

Delivery through automatic systems (to lockers) is made every day of the week.

With the exception of the Express service and the Special Delivery service (in which case delivery has been requested by the sender at the date and time set by him, at the indicated address), FAN Courier Express guarantees the delivery of any domestic postal consignment in good conditions and in full confidentiality, anywhere on the territory of Romania, within an average time limit of 2 business days, without exceeding a maximum of 3 business days.

In the case of exceeding these delivery times for domestic postal consignments (except for the Express service), as well as in the case of exceeding all return time limits for domestic postal consignments, FAN Courier Express is liable to the user by refunding a percentage of 5% of the fee collected for providing the service.

Except for the Special Delivery service (in which case delivery has been requested by the sender at the date and time set by him, at the indicated address), FAN Courier Express guarantees the delivery of any international postal consignment in good conditions and in full confidentiality, within a maximum of:

12 business days in the European Union (EU) and the European Economic Area (EEA);
14 business days outside the European Union (EU) and the European Economic Area (EEA).

Delivery times do not include legal holidays in the shipping and/or destination countries, force majeure cases and unforeseeable circumstances.

In case of exceeding delivery times for postal services having international postal consignments as their object, as well as in case of exceeding all related return time limits, FAN Courier is liable to the user by refunding a percentage of 10% of the fee collected for the provision of the service.

In the case of international postal consignments, both parties will additionally comply with the legal provisions in customs matters, as well as with the legislation of the states on the territory of which the operations part of the postal services are carried out and of the states transited by the postal consignments.

FAN Courier will hand over the postal consignment making up the object of the acknowledgment of receipt service to the recipient or the person authorized to receive the postal consignment only to the extent that the latter acknowledges in writing the receipt of the consignment by clearly stating the date, the last name and first name, and the capacity relative to the recipient, and by adding the signature on the form used byFAN COURIER EXPRESS.

FAN Courier will deliver to the recipient/authorized person the postal consignment making up the object of the cash on delivery service only to the extent that the latter pays, upon receiving the postal consignment, the value of the good making up the object of the cash on delivery service, as declared by the sender.

If the delivery of the postal consignment to the address stated by the sender is prevented repeatedly, as a result of an act of the sender/person authorized to receive the postal consignment (for example, repeated insults to the provider’s staff, threats, etc.), FAN COURIER will deliver the postal consignments addressed to him not to his address, but only through a fixed contact point attended by staff or to a delivery system (locker), while duly informing the recipient of the postal consignment in this regard, by sending a notice (corresponding to the delivery method) announcing the arrival of the postal consignment at the fixed contact point attended by staff or the dropping off of the postal consignment to the automatic delivery system, as applicable.

Proof of the identity of the recipient is the identity document. Also, FAN Courier uses additional methods to identify the recipient, such as alphanumeric codes (PIN codes), which are sent to him by electronic means (SMS).

In the case of the Special Delivery service, the delivery of the postal consignment to the address stated by the sender or to a fixed contact point attended by staff can also be carried out on a Saturday if the sender has requested this, a mention that will also be specified on the transport document (AWB) in the “Delivery on Saturday” comments section.

During the entire period in which it is in possession of the postal consignment, FAN Courier Express will not use methods of handling the postal consignment that may alter or damage the postal consignment or its content as a result of the activity of its employees or external factors.

Moreover, FAN Courier Express does not condition the provision of postal services on the opening of the postal consignment, except in cases where there are indications that the postal consignment contains goods that do not comply with the general conditions of acceptance, it will not open a sealed postal consignment that is dropped of and will not use methods of handling the postal consignment, including digital, which would give any person the opportunity to get to know the content of the postal consignment.

A postal consignment can be opened by the recipient before acceptance by him if the sender has opted for the “Opening on delivery” service (additional feature) and has paid the service fee in advance.

FAN Courier provides the possibility of electronic monitoring of the postal consignment on its route (track & trace), during the collection, sorting, transport or delivery operations of the postal consignment concerned (both via the FAN Courier website and via the FAN application).

FAN Courier Express will return a postal consignment to the sending customer’s address with the application of a fee equal to that of the send service, according to the fees indicated in the commercial offer, within a maximum of 3 business days in the case of domestic postal consignments and within a maximum of 14 business days in the case of international postal consignments, time limits that are calculated from the date of expiry of the (noticed) retention period or of the delivery attempt, as applicable, if it could not be delivered to the recipient for the following reasons:

1. the recipient’s address does not exist or at that address there is no building where the postal consignment can be delivered or there is no available service for receiving the postal consignment;

2. the recipient/person authorized to receive the postal consignment is not found at the stated address, and the retention period for delivery to the contact point has expired;

3. the recipient or the person authorized to receive the postal consignment refuses to receive the postal consignment, to acknowledge in writing, according to the legal provisions, the receipt of the postal consignment in the case of the acknowledgment of receipt service or to pay the value of the good making up the object of the cash on delivery service, as applicable.

With the exception of postal consignments making up the object of the Express and Special Delivery services, in case of impossibility of delivery due to the fact that the recipient or the person authorized to receive the postal consignment is not found at the stated address, the recipient’s address does not exist or at the stated address there is no building or available service for receiving the postal consignment or the postal consignment has not been picked up by the user within the time limit indicated by FAN Courier by means of the notice sent to the latter, FAN Courier will send a notice to the recipient, by electronic means, and will keep the postal consignment that could not be handed over at a contact point (automatic collection/delivery system or a fixed contact point attended by staff), in order to hand it over, for a period of 5 calendar days from the date of the notice, according to the notice received by the recipient.

Without prejudice to the aforementioned provision, FAN Courier will first send a notice to the recipient by electronic means, and if it does not have the necessary data of the recipient in order to send the notice by electronic means, it will proceed to sending a notice in paper form (except for situations in which the recipient’s address does not exist or at the indicated address there is no building or recipient to which/whom the postal consignment can be delivered or an available service intended for receiving the postal consignment).

In the case of the impossibility of handing over the postal consignment due to the fact that the recipient or the person authorized to receive the postal consignment refuses to receive the postal consignment or to acknowledge in writing, according to the legal provisions, the receipt of the postal consignment in the case of the acknowledgment of receipt service or to pay the value of the good making up the object of the cash on delivery service, as applicable, FAN Courier will promptly proceed to returning the postal consignment concerned, within the time limit corresponding to the type of postal consignment (domestic or international) as laid down herein, without any notice to the recipient and without keeping the postal consignment at his disposal.

In the case that the sender or integrator has requested, in writing, at the time of dropping off the postal consignment or by means of the contract concluded with FAN Courier, the prompt return of the postal consignment, without any notice to the recipient and without keeping the postal consignment at his disposal, FAN Courier Express will promptly return the postal consignment to the sender.

In the case of postal consignments making up the object of returns to the senders, FAN Courier will send a notice to the sender, at the time of the attempted handover of the postal consignment or at the time of the expiry of the retention period for pick up from the automatic collection/delivery system (stated in the notice) and will keep, at a contact point (automatic collection/delivery system or a fixed access/contact point attended by staff), for delivery, the postal consignment that could not be delivered to him, for a period of 5 calendar days from date of the notice. The conditions set out above regarding the procedures and methods of notice in the case of the impossibility of delivery to the recipient (authorized person) of the postal consignment are applicable, correlatively, also in the situation of postal consignments making up the object of returns to the senders/integrators.

The postal consignments that could not be delivered to the recipient or returned to the sender will be kept for 9 months from the date of dropping off the postal consignment, in the FAN Courier Express warehouse in Bucharest. If during this time the sender or recipient has not claimed the postal consignment, it will become the property of FAN Courier Express without any notice or prior formality. For any retention of the postal consignment at the disposal of the sender or recipient, FAN Courier Express will charge a fee of LEU 1/day, after the expiry of the notice period.

Mechanism for resolving complaints received from users

FAN Courier Express has established a simple, transparent and accessible complaint resolution mechanism, especially regarding theft, loss, partial or total destruction of or damage to postal consignments, as well as non-compliance with service quality conditions (delivery times, return times etc.). The procedures allow for fair and prompt resolution of complaints, as well as for proper refund or compensation system.

The time limit for submitting a preliminary complaint addressed to the postal service provider is 6 months and is calculated from the date of dropping off the postal consignment.

The postal service provider has the obligation to resolve the preliminary complaint within 3 months from the date of its submission.

A sender or recipient dissatisfied with the services offered (non-provision of the service or improper provision of the postal service) can make an oral complaint (by telephone, at the telephone number 021.9336) or in writing, by submitting it in person at any FAN Courier Express location, by e-mailing it to the address customer@fancourier.ro or by means of a postal service (in an envelope), by means of the acknowledgment of receipt postal service, at the address Sos de Centura nr 32, Stefanestii de Jos, Jud Ilfov, to the attention of the Customer Relations department.

In order to resolve the complaint, the complaining user will have to describe the event (facts and causes) relating to the complaint in the content of the complaint that he submits, formulate his claims, the method of payment chosen in the case of compensation and the information necessary for the transmission of compensation, as well as the contact data (in order to contact the complainant, when applicable), to attach relevant evidence to the complaint with a view to carrying out correct and complete examination corresponding to the event complained of (such as copy of the AWB, of the document certifying the payment of the postal service, of the invoice issued by the provider, photographs, packaging of the postal consignment, good making up the object of the postal consignment that has been destroyed/damaged, copy of the fact-finding report, etc., as applicable) and to make available any other data and information that could be useful for resolving the complaint.

A complaint is examined and resolved individually, for each postal consignment.

The Customer Relations department records each complaint and acknowledges its receipt to the complainant depending on how it is received, as follows: by issuing/handing over a registration number in the case of complaints submitted in person, by telephone (SMS), by e-mail, if the complainant discloses his e-mail address or makes a request in this regard by duly filling in and signing the acknowledgment of receipt in the case of a complaint made in writing and sent in an envelope by means of the acknowledgment of receipt service, or by a reply address in the case of a complaint received by means of any postal service other than the acknowledgment of receipt service; when there is an express request in this respect from the plaintiff regarding the method of acknowledging the complaint, his request will be taken into account.

Any complaint will be recorded in the “Electronic Complaint Register” and the sender will be compensated depending on the type of service chosen, with declared or undeclared value, within a maximum of 30 days from the date of the favorable finalization of the examination of his complaint, without exceeding a maximum of 3 months from the date of its submission.

If the complaint is well-founded, the compensation is granted:

– in cash at the nearest FAN Courier location, by postal order or by bank transfer, if the sender is a natural person;

– by payment order or by offsetting, if the sender is a legal entity.

A complaint will be considered well-founded if, according to the legal provisions and the provisions hereof, FAN Courier Express is obliged to grant compensation.

In the case of well-founded complaints, FAN Courier will grant compensation within the time limit and according to the conditions established herein, without any express request from the user being necessary.

The granting of compensation cannot be conditioned by the transfer of the ownership of the good making up the object of the postal consignment concerned to the postal service provider, with the exception of the postal consignments that make up the object of services with declared value or the cash on delivery services, in which case compensations are granted according to the applicable legal provisions, as a result of the loss, theft or total destruction of postal consignments.

In the case of a postal service provided by several providers, the provider which delivered the postal consignment is obliged to forward the complaints received, for resolution, to the provider who took over the postal consignment concerned.

FAN COURIER EXPRESS is liable for domestic and international postal consignments, including consignments making up the object of returns to the sender/integrator, as follows:

In the case of loss, theft or total destruction of postal consignments:

up to the entire declared value, for a postal consignment making up the object of a consignment service with declared value, including whether or not the postal consignment concerned makes up the object of a cash on delivery service;
up to the value of the cash on delivery, for a postal consignment making up the object of a cash on delivery service without declared value;
up to the amount representing 5 times the service fee, for postal consignments not making up the object of a consignment service with declared value or a cash on delivery service;
In the case of loss, theft or total destruction, in addition to the compensation mentioned above, the fees collected when dropping off the postal consignment are also returned.

In the case of loss or partial destruction of or damage to postal consignments:

up to the declared value for the missing, destroyed or damaged part or up to the share corresponding to the missing weight of the declared value, for postal consignments making up the object of a consignment service with declared value;
up to the amount representing 5 times the service fee, in the case of partial loss, partial destruction of or damage to postal consignments not making up the object of a consignment service with declared value.

In the case of a postal consignment making up the object of a cash on delivery service, FAN COURIER EXPRESS S.R.L. is liable up to the entire cash on delivery amount for the situation in which it did not return the full amount to the sender, or up to the corresponding difference to the full amount, if the cash on delivery was partially collected from the recipient.

When the sender declared a value lower than the real one, the compensation is at the level of the declared value.

In the case of non-performance of the services that constitute additional features of the postal services, designated by the sender through special instructions, only the fees collected in addition to the applicable fee for the standard postal service are refunded.

The legal penalty interest that accrues from the time of the submission of the preliminary complaint or, as applicable, of the submission of the writ of summons, regardless of which of these occurs first, will be added to the amounts provided above.

The complete loss of content is equivalent to the loss of the postal consignment.

If the complaint addressed to the postal service provider FAN COURIER EXPRESS has not been resolved satisfactorily or has not been replied to within the time limit set out in these general terms and conditions regarding the provision of postal services, the user in question may submit, within one year from the date of dropping off the postal consignment, a complaint to the regulatory authority accompanied by proof of completion of the preliminary complaint procedure or a writ of summons. The writ of summons may be lodged regardless of whether a complaint having the same subject matter has been submitted to the regulatory authority or not.

In the following cases, FAN Courier Express is exempt from liability:

the damage occurred as a result of the act of the sender or the recipient;
the user has no service intended for receiving postal consignments (for example, registry office);
the consignment was received without objection by the recipient, with the exception of complaints regarding the loss, theft, damage or total or partial destruction of the content of the postal consignment;
the damage occurred as a result of a case of force majeure or unforeseeable circumstances; in this case, the sender has the right to a refund of the fees paid, with the exception of the insurance fee.

This document is an integral part of the commercial offer of FAN COURIER EXPRESS S.R.L., representing the general clauses of the individual contract that will be considered concluded between the sender and FAN COURIER EXPRESS S.R.L., at the time of accepting the postal consignment in the postal network. The individual contract is concluded by the sender’s acceptance of the provider’s offer, without the need to draw up a document.

These General Terms and Conditions will apply from July 1^st 2024.

S.C. FAN Courier Express S.R.L.

Representative Felix – Lucretiu Patrascanu