SENDNOW BY ASENDIA: A SERVICE PROVIDED BY PARCEL2GO.COM SINGLE-MEMBER P.C.
CHARTER OF OBLIGATIONS TO THE SERVICE USER AND TO THE CONSUMER
Last updated 21.5.2026
This Website and parcel delivery services (the “Service”) are provided to you (“you” means the customer to the Service, as further defined below) by Parcel2Go.com SINGLE-MEMBER P.C. in co-operation with Asendia, a provider incorporated in our network.
This means that if you use this Website, you are contracting with Parcel2Go.com SINGLE-MEMBER P.C. (‘we’, ‘us’, ‘our’) for: (i) the procurement of parcel delivery services by Parcel2Go.com SINGLE-MEMBER P.C. to you (which will be performed by Asendia and its sub-contractors, as sub-contractors of Parcel2Go.com SINGLE-MEMBER P.C); and (ii) the provision of other services by Parcel2Go.com SINGLE-MEMBER P.C to you.
Your access and use of the Service is subject to the following terms and conditions (these “Conditions”), which are applicable to the Service, including services which are provided by Asendia and its sub-contractors.
Our company
Parcel2Go.com SINGLE-MEMBER P.C. is a company established in 2026 and lawfully operating under the laws of Greece as a private company with General Commercial Register No. 193095401000 and with registered offices in Athens, Plaka, 8 Agelou Vlachou Street. Our parent company, P2G.com Worldwide Limited, a UK entity, has been specialising in the development and provision of parcel delivery services as well as in the creation of digital platforms for the provision of such services in the UK and overseas over the past 14 years.
Our Company Objectives consist in the procurement of parcel delivery services and the setting up and operation of electronic platforms supporting the provision of such services. More specifically, our Company Objectives and activities consist in and correspond to the Activity Code Numbers of the Public Revenue Independent Authority listed under clause 1 (Definitions) below.
Our company was registered with the Hellenic Telecommunications and Post Commission Register on 12th May 2026 and is the holder of the General License for the provision of postal services no. 26-070 in accordance with applicable Greek laws. Our management is run by two directors in accordance with current best standards and practices in corporate governance applying all our parent company’s policies and know-how and at all times with the utmost diligence.
Summary of material terms
Please read these Conditions carefully. We have summarised some of the material terms in these Conditions below:
(a) Parcel2Go.com SINGLE-MEMBER P.C. and Asendia (Parcel2Go.com SINGLE-MEMBER P.C’s contractor for logistics services) shall process your personal information in accordance with the following policies:
Parcel2Go.com Single Member P.C. Privacy Policy: https://send.asendia.com/gr/privacy-policy,
Asendia Privacy Policy: https://www.asendia.com/information-obligations
Parcel2Go.com SINGLE-MEMBER P.C Privacy Policy: https://send.asendia.com/gr/privacy-policy
(b) The Service may only be used to deliver Consignments for lawful purposes and by individuals who are aged 18 years or over and who reside in Greece or in the European Union acting either for purposes unrelated to any entrepreneurial, commercial, craft or professional activity and by individuals, entrepreneurs or companies, which trade occasionally or regularly, including for business purposes. The Service may be limited to Service Orders which are sent or received from certain locations, as notified by us from time to time.
(c) In accordance with these Conditions, you may be liable for any additional costs which we incur if we are unable to deliver the Consignment to the delivery point or you provide us with a Consignment that includes Prohibited Items.
(d) Subject to Greek Consumer Laws, our liability to you is limited in certain circumstances.
(e) In accordance with these Conditions, we may charge you additional fees if the dimensions or weight of your Consignment is greater than you have told us.
(f) These Conditions may be updated by us from time to time. We will provide you with reasonable prior notice (such notice being not less than 30 (thirty) days) of any material changes by updating the Conditions on the Website, or if you subscribe to the Service, by contacting you directly.
(g) If you are a consumer under Greek Consumer Laws, these Conditions do not in any event affect your rights under Greek Consumer Laws, even if this is not expressly specified in these Conditions.
Standard Terms of Contract
1. DEFINITIONS
In these Conditions, where the following terms are used, they shall have the following meanings:
“Agreement” means these Conditions, the Annex, and the Service Order.
“Collection Point” means the address at which a Consignment is received or collected by us.
“Company Objectives” means the activities corresponding to the following Activity Code Numbers of the Public Revenue Independent Authority:
53300000 – Intermediation services for postal and courier services 62101107 – Software system design, support, and integration services 62202000 – Advisory services on systems and software 52100000 – Storage 52100900 – Warehousing and storage services (n.e.c.) 70201601 – Logistics consulting services 52260000 – Other supporting transport services 52311901 – Freight transport intermediation services 52311907 – Transport services with supply chain management (logistics) 53200000 – Other postal and courier activities 53200100 – Courier services of various kinds 53200101 – Courier services for documents and parcels 53200900 – Other postal and courier services (n.e.c.) 80090200 – Security consulting services 80090201 – Consulting services for the safe transport of dangerous goods 80090900 – Other security services (n.e.c.) 82101000 – Combined office administrative services 82400000 – Intermediation services for business support services (n.e.c.) 62101104 – Website development services 82910202 – Insurance premium collection services.
“Consignment” means one or more items which are packed together and dispatched simultaneously by youto the same consignee (recipient) pursuant to the same Service Order.
“Damaged Consignment” means a Consignment that is no longer in the condition in which it was received by us, or which is or becomes a health and safety risk.
“Delivery Point” means the address to which a Consignment is delivered by us.
“Excepted Risks” means:
(a) war, invasion, act of foreign enemy, hostilities (whether war be declared or not), civil war, rebellion, revolution, insurrection or military or usurped power, or loot, sack or pillage in connection with the foregoing;
(b) natural disasters, acts of god or force majeure events;
(c) ionising radiations or contamination by radioactivity from any nuclear fuel or from any nuclear waste from the combustion of nuclear fuel;
(d) radioactive, toxic, explosive or other hazardous properties of any explosive nuclear assembly or nuclear component of the same;
(e) electrical or magnetic damage to, or erasure of electronic or photographic images, data or recordings, pressure waves caused by aircraft and other aerial devices travelling at the speed of sound or faster;
(f) retention or confiscation of a Consignment as a result of your fault or negligence (including your packaging or packing of the Consignment); and/or
(g) the absence, failure or inadequacy of the packing or packaging used for a Consignment, or loss or damage to the Consignment caused by such packaging or packing.
“Greek Consumer Laws” means, collectively, all applicable Greek laws and regulations concerning consumer protection, including, without limitation, the provisions set out within Codified Law 2251/1994, as in force as well as all relevant provisions on consumer protection included within Regulation no. 1101/3/2024 of the Hellenic Telecommunications and Post Commission on General and Special Licenses and the conditions for the provision of postal services, as subsequently amended, supplemented and/or replaced, as well as any other applicable national or European Union legislation governing the protection of consumers and contracts concluded between professionals and consumers.
“Items Protected for Loss Only” means the items which are listed in a document which is published by us under that name and which is set out here: https://send.asendia.com/gr/help-centre/parcels/can-asendia-carry
“Out of Gauge” means a Consignment which is outside of the weight and dimension ranges that we carry on a particular Service.
“Product and Service Specifications” means the particular types of services we provide, the features and standards thereof, as outlined under clause 2.
“Prohibited Item” means any item which cannot be carried on any Service, as described here: https://send.asendia.com/gr/help-centre/parcels/can-asendia-carry. A list of prohibited items is also attached at Annex 1
“Purchase” means when you accept the Service Order.
“Service” means the service and carriage of a Consignment by us, Asendia and/or its sub-contractors in accordance with the Service Order.
“Service Order” means the summary of the order, which is displayed during the ordering process, which is confirmed to you in the confirmation email that we send accompanied with a receipt, once we have accepted your order and received your payment.
“Website” means the website which is located at the following url: https://send.asendia.com/gr
“you” means the customer, who is contracted with us, as set out in the Service Order. For the purposes of these Conditions, a customer can be either a consumer, as defined by the Consumer Laws of the Hellenic Republic (i.e. an individual acting for purposes unrelated to any entrepreneurial, commercial, craft or professional activity), or an individual, entrepreneur or company using the Service to trade either occasionally or regularly on a professional basis under commercial laws and regulations. The application of Greek Consumer Laws under these Conditions shall be limited to the individuals, entrepreneurs or professionals who meet the criteria to be protected as consumers under Greek Consumer Laws.
2. OUR OBLIGATIONS
2.1 We will carry out the Service for you whilst this Agreement is in force in return for the payment by you to us of the price set out in the Service Order and in accordance with these Conditions.
2.2 We will use reasonable endeavours to meet, but do not guarantee, any particular delivery deadline or date. Any timeframes which are published in the Product and Service Specifications are indicative only, unless we expressly agree otherwise.
2.3 We have the discretion to select the route, the means of transport and the transportation and delivery sub-contractors that we will use to carry out the Service, and may change any of the foregoing at any time.
2.4 We have the right to make any changes to the Service which are necessary to comply with any applicable laws or safety requirements, or which do not materially affect the nature or quality of the Service and we shall notify you of any such changes by posting the updated Conditions on the Website.
2.5 If we make any other changes to these Conditions or the Service, we will give you advance notice of the change (not less than 30 (thirty) days in advance) by posting the updated Conditions on the Website. Any such change will not apply to any Service Order that has already been confirmed.
2.6 We warrant that we will provide the Service with reasonable care and skill.
2.7 If we do not provide the Service with reasonable care and skill, you may require us to repeat or fix the Service or, if that is not possible or not done in a reasonable time, obtain a reasonable reduction in the price from us. If you are a consumer, this is in addition to any rights you may have under the Greek Consumer Laws.
3. YOUR OBLIGATIONS
3.1 This Service is available to customers, whether businesses or consumers who reside in Greece or in the European Union. The Service may only be available from or to locations as noted on the Website and updated by us from time to time. Service Orders may only be placed by the registered cardholder of the card which is used to pay for the Service Order (or if you are a business, by an individual who is authorised to act on behalf of such business). However, you acknowledge that we are not under any legal obligation to verify the authority of any person.
3.2 These Conditions are available in Greek and English, and we will communicate with you in English and, where required by Greek Consumer Laws, in Greek.
3.3 Please note that certain items are Prohibited Items and you must not send any Prohibited Items by any of our Services. Please check your item against the Prohibited Item list here: https://send.asendia.com/gr/help-centre/parcels/can-asendia-carry. If you attempt to send any Prohibited Items, we reserve the right to deal with any Prohibited Item at our sole discretion and, to the extent permitted by law, we will not be liable in any way to you or the recipient of the Consignment containing the Prohibited Item. Except if we are liable for wilful misconduct or gross negligence, we disclaim all liability in respect of any Prohibited Items. We have the right to dispose of any Prohibited Items, in whole or in part, as we deem fit, and reserve the right to charge you for any reasonable costs we incur in doing so.
3.4 You must:
(a) to the extent reasonably required, co-operate with us in all matters relating to our provision of the Service;
(b) provide us with access to your premises, office accommodation and other facilities to the extent reasonably required if any of these serve as the Collection Point or Delivery Point and be responsible for ensuring that the premises are free of hazardous materials and do not pose a health and safety risk to us or our personnel;
(c) provide us with such information and materials as we may reasonably require in order to provide the Service and ensure that such information is accurate in all material respects (including by ensuring it complies with our Product and Service Specifications);
(d) ensure that the information you supply in the Service Order is complete and accurate. You must ensure the size, weight, contents and value of the items in the Consignment are accurate. If your statement is inaccurate, we may charge you in accordance with clause 11; and
(e) not cause us to carry anything if it would be illegal or unlawful for us to do so (either in Greece or any country to which a Consignment is to be delivered or through which it transits), including if it would be illegal or unlawful to deliver to the intended addressee. You agree that, if you do this, you will indemnify us against any losses and/or damage that we may suffer as a consequence.
3.5 It is your responsibility to prepare, mark, address and package the Consignment in such a way as to protect it against loss and damage. You must label the Consignment correctly.
3.6 It is your responsibility to check and prepare any import and export documentation which is required by any law or government authority to ensure that the Consignment may be sent to the recipient and to understand what duties, embargo rules, international sanctions and other criteria may apply. You may be required to complete customs declarations and other documentation before we can accept your Consignment. You will confirm that your Consignment complies with the import, export and customs laws and regulations of the country of departure, transit and of the destination country. Except for cases of our wilful misconduct or gross negligence, we are not responsible for any delays or failures to deliver caused by any customs declarations, other documentation or government authorities.
3.7 You understand and accept that your Consignment may be opened or scanned (including by x-ray or other security screening methods) by us, or government authorities to confirm its contents or for other lawful purposes (including to ascertain your identity or a return address, in the case that the Consignment needs to be returned to you).
3.8 In addition to the items on the Prohibited Items list, you must not send any of the following: livestock; liquids; perishable goods; gases; pyrotechnics; arms; ammunition; corrosive; toxic; flammable; explosive; oxidising or radioactive materials.
3.9 We reserve the right to refuse to carry any Consignment which is neither the property of, nor sent on behalf of, you.
3.10 You acknowledge that, if there is a strike by (if you are a business) any employees of yours, or the employees of any person receiving delivery, then you agree that our representative shall not be asked to perform any additional duties or any duties of a strike-breaking nature.
3.11 You must send each package as a separate Consignment. If you wish to combine a number of discrete packages within a Consignment, you must do this within an outer box or packaging fully encompassing each discrete package. If you do not do this and any individual discrete package(s) come apart in transit resulting in one or more of them being lost, then once the remaining parcel(s) are delivered to the recipient, you accept that you cannot make a claim for loss or partial loss of the Consignment, except if we are liable for wilful misconduct or gross negligence.
3.12 Certain other items require more detail from you before they can be sent using our Service. Please check your item against the more information required list here: https://send.asendia.com/gr/help-centre/parcels/can-asendia-carry.
4. LOADING AND UNLOADING
If collection or delivery of a Consignment takes place at your premises, we shall not be under any obligation to provide any equipment or labour which, apart from the driver collecting the Consignment, may be required for loading or unloading of a Consignment.
5. COLLECTION AND DELIVERIES AND SUB-CONTRACTORS
5.1 Where a Consignment is tracked, it will be tracked through the Special System for Tracking and Locating Postal Items operated by us, further details of which can be found at: https://send.asendia.com/gr/tracking/.
5.2 All Consignments will be accompanied by the Courier Voucher bearing the main information of the package, i.e. the unique consignment number, the name and contact details of our company and the sender and recipient details. The Voucher shall be attached to your Consignment either physically or digitally. All Consignments will be accompanied by a courier label, which shall be indicating the main information of the package and shall be attached to your Consignment either physically or digitally. The courier label does not constitute an invoice or other fiscal document.
5.3 All recipients of Consignments are entitled to collect the same while reserving any rights of theirs arising from such collection. Such reservations may be declared within one (1) working day from the time of delivery either:
by e-mail to: [email protected]; or
through the following link on the Website: https://send.asendia.com/gr/help-centre.
5.4 Undeliverable Consignments
5.4.1 Domestic delivery. If a Consignment for domestic delivery is unsuccessful:
the Consignment will be held at a pick up / drop off (PUDO) point for 10 (ten) working days or an applicable locker for 72 (seventy-two) hours, during which time the recipient can redirect delivery via the Website;
if no action is implemented by the recipient for the delivery within such timescales, then the Consignment will be considered as undeliverable and returned to you (the sender). If you do not collect the Consignment from the PUDO within 7 (seven) days of notification, it will be returned to our carrier’s warehouse; and
our carrier will hold the Consignment for 12 (twelve) months.
5.4.2 International delivery. If a Consignment delivery is unsuccessful in the destination country, according to the delivery conditions applicable in such country, the Consignment shall be held by us in custody until it can be delivered in a reasonable period of time. After that period, the Consignment shall be returned to you upon your request at your cost or disposed of in accordance with these Conditions.
You agree that we shall be authorised, after having informed you, to attempt to deliver the Consignment to a nearby address or a safe location (but we are not obliged to do so).
5.5 We may open an undelivered Consignment if your identity cannot be ascertained from the exterior of the packaging. If, after the opening of the Consignment, you or any party who is entitled to claim the Consignment remain unidentified, we may, after the period which is required by law, dispose of the Consignment in accordance with these Conditions.
5.6 If we consider that the Consignment has become a Damaged Consignment and cannot be delivered because it is, or in our reasonable opinion is likely to be, unsafe, hazardous or harmful, we reserve the right to dispose of the Damaged Consignment immediately. To the extent that your act or omission caused the Consignment to become a Damaged Consignment, we may charge you for our reasonable costs of such disposal.
5.7 If the recipient refuses to collect the Consignment or all attempts to deliver fail, you may ask for the Consignment to be returned to you at your cost. Return information is captured from the collection address details listed in the Service Order. If, however, within 60 (sixty) days after you have been notified of the failure to deliver, you do not ask for the Consignment to be returned to you, the Consignment will be considered abandoned.
5.8 Abandoned Consignments will be stored by us at your own cost for the relevant time period set out in clause 5.4 following the last unsuccessful attempt to deliver; thereafter abandoned Consignments will either be donated to charitable organisations or destroyed in accordance with our company policy, if within Greece, or, otherwise will be disposed in accordance with the laws of the country of destination, in any case observing all rules on the secrecy of correspondence, as applicable.
5.9 In case of undeliverable Consignments, you are not entitled to the reimbursement of the price paid for the Service and other services. Important: when entrusting your Consignment to us, you expressly authorise us to dispose of the undeliverable Consignment in whichever manner we consider appropriate after the period described above (including without limitation the destruction of the Consignment or a gift to a charity) and we and our sub-contractor(s) will not incur any liability whatsoever to you or anyone else. We reserve the right to invoice you the costs incurred for disposing of the non-claimed Consignment (such as the destruction costs, auction costs and our administrative costs).
5.10 Sub-Contractors. You agree that we may use third parties to support our provision of the Service to you. No contractual relationship is formed between you and the sub-contractors under these Conditions or by virtue of the sub-contractors performing any part of the Service. Subject to clause 7, we are liable for the acts and omissions of such sub-contractors.
6. CANCELLATION OF A SERVICE ORDER BY YOU (AS A CONSUMER)
The following right is only offered to a consumer according to Greek Consumer Laws and not to businesses.
6.1 If you are a consumer and you purchased and have paid online for the Service you ordered, you have a legal right to change your mind and cancel the Service (withdrawal right) within 14 (fourteen) days of our acceptance or your Service Order. If you withdraw from a Service Order, we shall reimburse to you all the payments received from you for this Service Order subject to the following conditions:
6.1.1 When can’t you change your mind? Once we have completed the Service, you have lost your statutory right to cancel the Service and receive a refund, even if the 14 (fourteen) day period is still running.
6.1.2 What if the Service ordered has started to be implemented? You must pay for the Service you ordered before you changed your mind. If you cancel the Service after we have started performing it, you must pay us for the Service provided up to the time that you tell us you have changed your mind.
6.1.3 You expressly confirm that you agree that we start the implementation of the Service when you physically hand over your Consignment to us by any means (by yourself or by a third party of your choice), without waiting for the end of the withdrawal period of 14 (fourteen) days. Please note that we can’t stop the Service once your Consignment is handed over by us to a carrier.
6.2 When and how shall we refund you? Where you have changed your mind in accordance with this clause 6, we shall refund you in respect of cancelled Service(s) Order(s) for which you are entitled to a refund pursuant to this Agreement within 14 (fourteen) days from the date you told us in writing that you have changed your mind and want to cancel a Service Order. We will refund you by the method you used for payment. We won't charge you any fee for the refund.
6.3 Please note that you will be responsible for collecting the Consignment from us when this is possible or paying our reasonable (direct) costs of returning it to you when the Consignment has been sent according to your initial instructions.
6.4 How to let us know that you wish to cancel a Service Order. If you want to cancel the Service in accordance with this clause 6, please let us know by doing one of the following:
6.4.1 contact us via our Live Chat services here. Please provide your name, address, order details, phone number and email address; or
6.4.2 by any other form of written notification making your decision to withdraw a Service Order unequivocal, keeping in mind that the cancellation online is faster.
6.5 Where you have cancelled the Service, you must not use any label printed for the provision of the cancelled Service. If you cancel the Service after printing a label that was supplied to you, you don’t have the right to use that label for any purpose other than its secure disposal. In the event the label is in any way used in respect of any Consignment, we shall have the right to automatically deduct any sum owed for the delivery of the Service from you via your payment method.
7. OUR LIABILITY
YOUR ATTENTION IS DRAWN PARTICULARLY TO THIS CLAUSE AND THE LIMITS OF OUR LIABILITY WITHIN IT.
7.1 Nothing in this Agreement is intended to limit any right or remedy you may have under mandatory provisions of Greek law, including, if you are a consumer, Greek Consumer Laws. The Service is provided with guarantees that cannot be excluded under mandatory provisions of Greek law, including Greek Consumer Laws. For major failures with the Service, you are entitled:
(a) to cancel the Agreement with us; and
(b) to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the Service failure does not amount to a major Service failure, you are entitled to have problems with the Service rectified in a reasonable time and, if this is not done, to cancel the Agreement and obtain a refund for the unused portion of the Agreement.
7.2 Nothing in these Conditions excludes, restricts or modifies any warranty, term, guarantee, representation or condition, or any right or remedy, implied or imposed by any law which cannot lawfully be excluded, restricted or modified. If any warranty, term, guarantee, representation or condition is implied into these Conditions and cannot be excluded (a Non-Excludable Provision), and we are able to limit the remedy for a breach of such a Non-Excludable Provision, then our liability for breach of such Non-Excludable Provision will be limited to one of the following, at our option:
(a) supplying the Service again; or
(b) the payment of the cost of having the Service supplied again.
7.3 Further, nothing in these Conditions limits any liability we may have in connection with any representations or other communications (either oral or written) where such liability cannot be excluded under applicable law.
7.4 Nothing in this Agreement shall limit or exclude our liability for:
(a) death or personal injury caused by our negligence; or
(b) gross negligence, wilful misconduct or fraudulent misrepresentation,
even where such exception is not expressly stated.
7.5 We will perform the Service in a professional manner with the appropriate level of skill and care. However, loss of or damage to a Consignment or a delay in delivery may still occur as a consequence of our handling of it and, in such circumstances, we shall be responsible:
a. for proven loss in respect of the full theft or destruction of the contents of an envelope bearing a unique consignment number;
b. for a proven loss in respect of the full theft or destruction of the contents of a parcel;
c. for a proven loss in respect of the full theft or destruction of the contents of an envelope or parcel with a declared value;
d. for a proven partial loss in respect of the theft or damage to the contents of an envelope bearing a unique Consignment number or of a parcel;
e. for a proven partial loss in respect of the theft or damage to the contents of an envelope or of a parcel with a declared value;
f. in the event a Consignment is returned and the grounds for failure to deliver remain unknown and
g. for a proven delay in the delivery courier service items.
In the above cases, however, our liability shall be limited as set out below in these Conditions. The reasoning behind such limitation of our liability is as follows:
(a) the value of a Consignment and the amount of potential loss to you that could arise if a Consignment is damaged or lost is not something which we can easily ascertain, but is something which is better known to you. In many cases, it cannot be known to us at all and can only be known to you;
(b) the potential amount of loss that might be caused or alleged to be caused to you is likely to be disproportionate to the sum that we could reasonably be expected to charge you for providing the Service under this Agreement;
(c) it is not possible for us to obtain protection which would give unlimited protection for our full potential liability to all of our customers and, even if it were, such protection would be much cheaper if taken out by you (rather than us taking out such protection and passing the cost on to you) and, on that basis, it is more reasonable for you to take out such protection from an independent third party;
(d) we wish to keep the costs of providing the Service to you as low as possible;
(e) in light of the above, we wish to limit our liability for any damage, theft or loss or delay which is caused to you to a level which we consider reasonable to our low charges for providing the Service; and
(f) we investigate all claims which are received by us in a fair and speedy manner, but such investigations are more accurate and are easier to perform soon after the loss or damage is alleged to have incurred and, on that basis, the timescales set out in this Agreement are necessary to ensure that such investigations can be performed fairly.
7.6 To the extent permitted by law, we shall only be liable for damage, loss or delay caused to you if it is caused by our negligence, breach of duty or other wrongful act or omission, and only subject to the limitations set out within clauses 7 and 8 and in Schedule 1 for customs clearance and security formalities. All limits of liability set forth in these Conditions are also applicable to our service providers, including Asendia.
(a) General Liability Limitations for the Service:
Unless otherwise expressly agreed in writing, our liability arising from the Service for loss, damage or delay of Consignments is limited to the amounts set out in these Conditions and shall be subject to the exclusions, limitations, and mandatory provisions of the applicable national laws and international transport conventions.
The liability limits stated herein apply per Consignment, regardless of the number of items contained within a single Consignment.
(b) Service-Based Liability Limits (for e-PAQ services):
Subject to you purchasing an e-PAQ service, our liability will be limited as follows:
e-PAQ Plus - For Consignments tendered under the e-PAQ Plus service, our maximum liability shall be limited to EUR 10 per Consignment, irrespective of the nature, value, or commercial importance of the goods; and
e-PAQ Select - For Consignments tendered under the e-PAQ Select service, our maximum liability shall be limited to EUR 25 per Consignment (domestic and international), irrespective of the nature, value, or commercial importance of the goods.
Consignments with declared value - No declaration of value for carriage or special interest is accepted by us under the e-PAQ services.
The relevant Service-Based liability limit shall apply unless a lower Convention-Based liability limit, as outlined below and in clause 8.1, is applicable.
(c) Convention-Based Liability Limits
Where legally applicable, our liability shall be governed by the conventions which are referred to in clauses 8.1 and 8.2, and where such Convention-Based liability limit is higher than the applicable Service-Based liability limit referred to above, the Service-Based limit shall apply.
7.7 Except in cases of wilful misconduct or gross negligence, and without prejudice to liability for personal injury, our liability towards you shall be limited to direct and foreseeable damages resulting from our contractual breach or wrongful act.
We shall not be liable for:
(i) consequential or indirect damages, including lost profit, market loss, loss of reputation or loss of opportunity; or
(ii) losses exceeding the maximum liability limit amounts stated above.
7.8 We shall also not be liable to you:
(a) in the event of force majeure, that we may not have reasonably foreseen or avoided, in which case the fees that you have paid for the affected Service shall be refunded to you;
(b) in the event of proven criminal acts against our premises or transport means that have resulted in the loss, damage or destruction of the Consignment, in which case the fees that you have paid for the affected Consignment shall be refunded to you;
(c) where the Consignment consists in items of a particularly sensitive nature, or medicines and we have fully complied with all the agreed and applicable terms and conditions of carriage; or where the Consignment includes prohibited or restricted goods.
(d) in respect of Consignments whose contents have been either seized or destroyed by the competent authorities;
(e) where the recipient has not shown any interest in collecting the Consignment for a period of time exceeding six (6) months from the time of our last unsuccessful attempt to deliver;
(f) where the recipient has collected the Consignment and has failed to notify us in accordance with clause 9.1;
(g) for any delay to deliver in any of the above cases under clauses 7.8 (a) to (f);
(h) under any circumstances where there are any material discrepancies (meaning more than 10 (ten) % difference) between the declared dimensions and/or weights you have entered and the actual dimensions and/or weights as reasonably determined by us, where the relevant loss or damage would not have arisen if the relevant declared dimensions and/or weights were accurately declared;
(i) for the cost or expense of any customs, duties or other taxes that arise due to your Consignment;
(j) in any circumstances in respect of the items on the Prohibited Items or Items Protected for Loss Only, unless otherwise stated by us; also in any circumstances in respect of items, which are prohibited by law to be either transferred or held in possession by the sender and/or the recipient;
(k) for any loss or damage due to unsuitable packaging used for the Consignment, or for any damage to any such packaging; or
(l) for any inadequate performance of the Service we have contracted to provide you with, if you fail to notify us in accordance with clause 9.1.
Special Provisions
7.9 We shall not be liable to you for any damage caused arising directly or indirectly as a result of any of the Excepted Risks.
7.10 If at any time we are prevented or delayed from starting, carrying out or completing any of the Services for circumstances which are outside of our reasonable control, including a strike, lock-out, labour dispute, weather conditions, traffic congestion, mechanical breakdown or obstruction of any public or private road or highway, you shall have no claim for damages against us for any loss that you may suffer to the extent arising of such circumstances. Where the delay is caused by the mechanical breakdown of one of our vehicles, we shall use all commercially reasonable endeavours to provide a replacement vehicle with the minimum delay practicable. We will, in any event, inform you of any delay which may materially affect the provision of the Service.
7.11 We shall not be liable for any late delivery or missed delivery or failure to deliver to the extent caused by or contributed to by any deficient or ambiguous labelling that you add to a Consignment and you agree to be responsible for ensuring that such labelling is clear and unambiguous.
Packaging, Labelling and Receipt of goods
7.12 You must properly and sufficiently pack and label all goods for the intended Service and destination. Failure to do so is an Excepted Risk and could affect any liability for damage, as per clause 7.9.
7.13 You must pack the goods so that the Consignment or the contents of the Consignment or any other goods which are transported by us will not be lost or damaged whilst being transported, and will not cause injury or damage to any person, any property or other goods.
7.14 If the Consignment has been pre-packed, for example new goods in a display box, the requirement to properly pack the goods, as set out in clauses 7.12 and 7.13, must include packing the Consignment so that the packaging will not be damaged whilst being transported.
7.15 You must ensure that the labelling has the full details of the recipient and sender of the Consignment, including phone number, email, address and postcodes.
Your Default
7.16 To the extent that our performance of any of our obligations under this Agreement is prevented or delayed by any act or omission by you or failure by you to perform any relevant obligation (“Your Default”):
(a) we shall (without limiting our other rights or remedies and after having informed you) have the right to suspend performance of the Service until you remedy Your Default and, and we shall have the right to rely on Your Default to the extent that Your Default prevents or delays our performance of any of our obligations; and
(b) we shall not be liable for any costs or losses that you may suffer due to Your Default.
8. INTERNATIONAL CARRIAGE
8.1 If the carriage of any Consignment occurs by air travel and involves stopping in a country other than the country of departure, then the Montreal Convention, as amended from time to time, shall be generally applicable to such part of the carriage as occurs by air and, in particular, our maximum liability in respect of loss of or damage to any such Consignment during air travel shall be limited to the amount set out in the Montreal Convention. For the purposes of this clause 8.1, “Montreal Convention” means the Montreal Convention of 28 May 1999 for the Unification of Certain Rules for International Carriage by Air.
8.2 If the carriage of any Consignment occurs by road, and when the place of departure of the Consignment and the place of delivery are located in different countries, then the CMR Convention, as amended from time to time, shall be generally applicable to such part of the carriage as occurs by road and, our liability for loss, damage or delay shall be governed and limited in accordance with the CMR Convention's provisions. For the purposes of this clause 8.2, “CMR Convention” means the Convention on the Contract for the International Carriage of Goods by Road signed in Geneva on 19 May 1956, as amended from time to time.
8.3 Except for cases of our wilful misconduct or gross negligence, we shall not be responsible for any customs charges, import taxes, duties, return to sender charges or anything similar which are incurred through our carriage and/or delivery of any Consignment and you must satisfy yourself as to whether any of these charges will become due, and if so in what amounts, before completing a Service Order with us. If any such charges become due as a result of our carriage and/or delivery of a Consignment on your behalf and are charged to us by any competent authority, you agree to reimburse us fully in respect of the same within 7 (seven) days of our demand.
Please see Schedule 1 for more detailed information concerning transport documentation, Customs formalities and security requirements
8.4 Nothing within this clause 8 is intended to prejudice, restrict or exclude any rights you may have by reason of the international transportation of your Consignment pursuant to Greek Consumer Laws.
9. CLAIMS AND REFUNDS
9.1 You must notify us either via the Website or by written notice to Parcel2Go.com SINGLE-MEMBER P.C c/o Parcel2Go.com Limited, 1a Parklands, Lostock, Bolton BL6 4SD, United Kingdom within:
(a) 30 (thirty) days of delivery of the Consignment, or of the date on which you became aware, or could reasonably have become aware, of the loss or damage, in the case of damage to all or part of a Consignment or loss of part of a Consignment. The claim must be supported by a clear photograph of the damage and a written statement from the shopper/recipient; or
(b) 30 (thirty) days from the date the Consignment was cleared by customs, in the case of loss of the whole Consignment where no delivery event has occurred. The claim must be supported by a written statement from you, as the sender, or the intended recipient of the Consignment.
9.2 Any claim relating to loss or damage of a Consignment should be submitted as soon as reasonably possible, pursuant to this clause 9.2, and in any case within 3 (three) months from the date of shipment. After this period, we may not be able to investigate or process the claim effectively, unless otherwise required by applicable law. This clause does not affect your statutory rights as a consumer under Greek Consumer Laws.
Requesting a Refund
9.3 To the extent permitted by applicable law (and without limiting clause 7.1):
(a) if the Service has not been performed or has been performed only in part, you are entitled to a refund or a proportionate reduction of the price paid, as appropriate;
(b) refunds shall be made back to the payment method originally used to book the transaction within 14 (fourteen) days from acceptance of the claim;
(c) refunds may be requested by the relevant party who booked the Service Order;
(d) we will not provide any refund or reduction of charges if you hand over to us for delivery less than the number of parcels for which you have contracted and your Service Order has not been amended accordingly; and
(e) no duty drawback shall be provided.
10. YOUR INDEMNITY
10.1 We shall assume, for the purposes of this Agreement, without limiting or affecting your rights under Greek Consumer Laws, if you are a consumer, that you are the sole owner of every item dispatched in the Consignment.
10.2 You agree to indemnify us against any losses or liabilities that we may suffer through the loss of, or inability to deliver, a Consignment caused by:
(a) deficient or ambiguous labelling of such Consignment by you; or
(b) incomplete, incorrect, untrue or fraudulent customs declaration and/or ancillary documentation, including for under-estimation of the value the Consignment, false or erroneous declaration on the nature or origin (country of manufacture) of the goods included in any Consignment.
11. PAYMENT
11.1 You shall pay all charges (including taxes, duties and tariffs) applicable in respect of the Service provided by us in accordance with the payment terms set out in the Service Order. All prices and applicable costs shall be clearly displayed in the Service Order, in compliance with applicable Greek Consumer Laws to the extent they can be calculated in advance. You may be liable for the payment of tax, duties, customs fees, fines and costs as applicable in the importation country.
11.2 We charge for the Service based on the dimensions and weight of each Consignment. We may check the dimensions and/or weight of each Consignment. In the event we find that the dimensions and/or weight of a Consignment have been under-declared by you, you agree:
(a) that the dimensions and/or weight that we reasonably determine may be used for the purpose of the calculation of our charges;
(b) we shall inform you of any price difference, including any administration fees, to be calculated in accordance with our current rates and, subject to your acceptance, we may charge any price difference to you for correcting such underpayment/additional charge (together, “Correction Charges”);
(c) that, after having informed you, we may suspend performance if the Consignment is Out of Gauge;
(d) if you accept the Correction Changes, you authorise us to debit the Correction Charges directly from the debit/credit card, or PayPal account that you used to make the original payment. If the Correction Charges (whether whole or part) cannot be paid by this means, the balance is due within 7 (seven) days of the relevant charges being issued to you;
(e) if you fail to pay the balance of the payment due within 7 (seven) days, we may charge you a default interest rate calculated at the statutory interest rate applicable under Greek law and, in any event, without affecting your rights under the Greek Consumer Laws if applicable; and
(f) we may suspend performance of the Service until the Correction Charges are received by us. Subject to clause 7 and 8, if we exercise this right, we shall not be liable to you in any circumstances for any costs or losses arising directly or indirectly that you may suffer as a result.
11.3 If you do not agree with any Correction Charges, we offer a surcharge dispute process, to dispute any charges created, you must provide the necessary proof which constitutes a photograph of the package, with a visually clear tape measure showing the dimensions and the original clearly identifiable label on the package. All information regarding surcharges can be found on the Website at: https://send.asendia.com/gr/help-centre/general/dispute-surcharge. This clause does not limit your statutory rights to contest any charge under applicable Greek Consumer Laws, as applicable.
11.4 Surcharge disputes must be made within 28 (twenty-eight) days from the date on which notification of the surcharge was received by you.
11.5 Should the provision of any Service mean that we have to deliver a Consignment on a bank holiday or other public holiday, we shall be entitled to make a reasonable extra charge for any additional costs incurred by us as a result. Such charges will be clearly communicated to you before payment.
11.6 From time to time, we may provide you with a discount code to be used with your Service Order. You may only use a discount code once with one Service Order. The discount code cannot be combined or reused.
11.7 In the event that you fail to pay the surcharge(s) and/or use the same discount code with more than one Service Order, we may, if after notifying you of the issue you fail to pay the balance of your Service Order:
(a) cease trading with you and/or your business;
(b) remove your ability to place Service Orders with us; and/or
(c) intercept your Consignment(s) and re-direct it to our depot. There may also be an administration fee per Consignment should you wish for the Consignment(s) to be re-shipped and/or collected.
11.8 We may at any time, for security or anti-fraud purposes, carry out reasonable verification of payment details or of your solvency, including if you move your place of personal or business residence, there are reasonably grounds to suspect your solvency is in doubt or if you do not pay all outstanding amounts in full and on time.
11.9 In case of unpaid charges confirmed as due, we may seek recovery through procedures provided for by applicable laws.
12. NATURE OF AGREEMENT
This Agreement, together with the Service Order and our policies as referred to in these Conditions and the Annex, shall constitute the entire contract between us and you and the contract shall not incorporate, or be deemed to incorporate any provisions of any other documents, unless otherwise specified in these Conditions. In addition, this Agreement and the documents referred to above shall supersede any previous contract, warranty or representation made or given by us relating to the Service(s) set out in the Service Order. This Agreement and the documents referred to do not restrict, modify or waive any of your rights under any applicable Greek Consumer Laws.
13. PRIVACY
You agree that information provided by you in connection with the Services and the Website shall be governed by our Privacy Policy (https://send.asendia.com/gr/privacy-policy) and Asendia’s Privacy Policy (https://www.asendia.com/information-obligations), which are hereby incorporated and made a part of these Conditions by reference.
14. HANDLING OF COMPLAINTS AND DISPUTE RESOLUTION
You have the right to file a complaint, and may do so by contacting our customer service team by one of the means as set out in clause 5.3 above:
Once you have contacted us in relation to a complaint, you will be provided with the following minimum information:
The first contact point for filing your complaint;
A unique protocol/reference number;
The means for recording your complaint;
The estimated and maximum time of response to your complaint;
The process for dispute resolution;
The applicable measures for dispute resolution, including the payment of damages; and
The period of time during which your complaint together with all the relevant material is kept in the company records.
15. GENERAL
15.1 This Agreement and any dispute arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of Greece.
15.2 Without prejudice to clause 9 of these Conditions, the courts of Athens shall have exclusive jurisdiction over any dispute or claim arising out of or in connection with this Agreement or its subject matter or formation (including non-contractual claims).
15.3 Nothing in this Agreement, whether express or implied, is intended to confer upon or shall be construed to confer upon any other person any legal or equitable right, benefit, remedy, claim, cause or action or entitlement of any nature whatsoever. To the extent permitted by law and except as expressly permitted by this Agreement, no third party will have the right to rely upon or enforce any term or provision of this Agreement.
Schedule 1 – Transport documentation - Customs formalities and security requirements
Successful Customs clearance for Consignments exported outside your country depends on the quality of the Customs, security and transport data you provide when editing our carrier label and compliance with Customs regulations in the sending and destination countries.
1. General requirements regarding Customs documentation and Data Sets:
You are responsible for the provision of full, complete and accurate data sets both in paper and electronic form, for Customs clearance, security controls and taxes and duties payment (as applicable) and reflecting the transaction between you (the exporter) and the beneficiary of the transaction (e.g. the purchaser).
Paper form documentation:
You must label on the packet the transport and customs documentation. This information is also collected electronically when you order the label, to be communicated to the Customs and border protection authorities in non-EU countries where your Consignment is forwarded.
Data sets:
The content of the data sets depends on the destination country, on the value and nature of the goods included in the Consignment and on services used by you.
The following data sets are usually required by the Customs authorities:
A simplified electronic data set can be used for certain services concerning low value Consignments where applicable (including merchandises subject to a duty-free de minimis threshold in the country of importation or subject to simplified Customs formalities).
A complete data set for customs clearance purpose is needed for other services where standard Customs clearance processes need to be implemented, such as for Consignments with an intrinsic value exceeding the low value Consignment threshold (if applicable) or containing excise goods.
It is mandatory to send us in advance the electronic data set reflecting the transaction as required by law to facilitate the Consignment processing and delivery:
the unique mail identification reference number such as the S10 barcode or relevant barcode supported by data, that must also be labelled on the Consignment; and
the full and accurate description of the goods included in the Consignment must be provided under your responsibility. The provision of the Customs tariff number of the destination country for the goods is highly recommended. Otherwise, we or our Customs broker may determine a Customs tariff number at your risk and costs (see below). If data modification is required, we may at our discretion either correct the data (at your risk and costs) if this is possible or require you to provide the appropriate information and documentation.
If the Customs tariff number (HS code) is missing in the data sets, is incomplete or is obviously inaccurate, the goods may be allocated a Customs tariff number based on our (or our Customs broker’s) best knowledge and the goods description you provided. You may be charged the costs incurred for completing the Customs tariff number. The allocation of a Customs tariff number by us or our Customs broker shall be realised at your solerisk and costs and you shall be held liable for any error or inaccurate Customs tariff number allocation;
the commercial value of the goods, fairly reflecting the transaction with the purchaser;
the country of origin (country of manufacture) of the goods in the Consignment;
the invoice(s) of the goods in the Consignment for transportation and Customs formalities; if the transaction invoice is not included, you undertake to communicate provide a copy of the sales transaction invoice within twenty-four (24) hours further to our request. This invoice must mention the goods’ country of origin (country of manufacture). If not, you must provide proof of the country of origin of the goods;
the other documents specifically needed for importing the relevant goods in the destination/importation country (for example, certificate of origin, licence for exportation/importation, test certificate, etc.) as defined in the Customs tariff number of origin/destination. The shipment of dual-use goods is prohibited unless otherwise prior agreed in writing with us and if you provide a valid authorisation for exporting/importing such goods and comply with applicable regulations in the relevant countries; and
upon request, a power of attorney satisfactory to us to accomplish Customs clearance formalities and if applicable the payment of tax and duties.
Our Customs broker shall rely on your documentation and on the data sets for the declaration of the goods to the Customs authorities. This also applies if you are registered under IOSS in the European Union or to similar regime in non-EU countries.
Missing or erroneous information/documentation in your documentation and the data sets may lead to: (i) delay in the Consignment delivery; (ii) its refusal during the label printing process; (iii) its refusal during Consignment transport or processing; or (iv) to its refusal during the Customs clearance procedure and to possible Customs seizure, penalties and other additional costs such as storage and administrative costs.
Shipment content – International sanctions:
The shipment of Prohibited Items, including dual-use goods, are not allowed under these Conditions.
The provision of the Service to you or to the benefit of a recipient that is a natural person or entity listed in an international sanctions list (under US, UN, EU or other countries’ international sanctions lists shall be refused and any shipment to the benefit of any such person or entity shall be suspended if discovered during transit, without indemnity or reimbursement of any sum paid.
Annex 1 - Prohibited Items
Aerosol
Aftershaves
Air Bag
Alcoholic Beverages
Ammunition
Animals Of Any Form (Alive or Dead)
Any Item Containing Petrol (Liquid, Gas or Fumes)
Aromatherapy Oil
Bathroom Suites
Batteries
Biological Samples
Camera
Canoes / Kayaks
Car Panel
Cash, Credit Cards, Debit Cards
Chainsaw
Cheques
Christmas Crackers
Concrete
Confectionery
Counterfeit Currency
Credit/Debit/Cash Cards
Dangerous Goods
Disposable Vapes
Documents (outside the EU)
Driving Licence
Drugs (Including prescriptions)
Engines
Explosives
Filth
Fire Extinguisher
Firearms (or parts of firearms, firearms accessories or imitations of firearms)
Fish (Live or Dead)
Food
Food Items (Perishable Goods)
Fragrance
Gardening and Household Tools, Unless Properly Protected
Gearbox
Gun
Hazardous Goods
Human Remains
Infectious Substances
Ingestible Items
Item Described as "Unknown"
Jewellery
Juice
Kitchen Appliances – White Goods/Coffee Machines/Microwaves
Knives
Ladders
Leather
Lighter
Lights/Lighting/Lamps/Chandeliers
Liquids/Creams/Oils
Lottery Tickets
Mattresses
Meat
Medical Equipment
Medical waste
Milk Powder (Restricted in China)
Minerals
Mobile Phone with or without SIM to any Residential Address in Turkey/Pakistan
Money/Cash/Currency
Nail Varnish
Oil
Paint
Paintings/Canvas Prints
Passport
Perfumes
Perishable Goods
Perishable biological substances
Plant
Printer Toner
Protein/Health Shakes
Replica Weapons
Seatbelt Tensioner
Settee
Sharp Instruments - E.G. Knives Scissors and Axes.
Sinks/Basins
Slush Syrup
Soap
Sofa
Spectacles / Sunglasses
Stamps (Unless Franked)
Steering Wheel
Tea (Leaves, Bags Etc.)
Telescopes
Tickets
Tobacco And Tobacco Products
Toilets
Unboxed Furniture
Vehicle Bonnet
Vehicle Bumper
Vehicle Door
Water
Weapons (or parts of weapons, weapons accessories or imitations of weapons)
White Goods (Fridges, Ovens, Freezers, Cooker Hoods, Etc)
Window
Windscreen
Wooden Items