General terms and conditions

TERMS AND CONDITIONS OF POSTAL SERVICES NOVA GLOBAL CZ s.r.o.

(Date 06.02.2026 - notice of change to the Postal Conditions, which takes effect on 09.03.2026)

("Conditions")

1
General provisions
1. 1.1
  These Terms and Conditions govern the provision of postal services by NOVA GLOBAL CZ s.r.o., with its registered office at Na Poříčí 1047/26, Nové Město, 110 00 Prague 1, Czech Republic, Company ID: 18006779, Tax ID: CZ18006779, registered in the Commercial Register kept by the Municipal Court in Prague under file number C 379993 (“Company” or “Operator”), to customers (as defined below). These Terms and Conditions are postal terms and conditions within the meaning of Section 6 of Act No. 29/2000 Coll., on Postal Services.
2. 1.2
  Capitalized terms used in these Terms have the meanings set forth below in this Article 1.2:
  1. 1.2.1
    Address – the place of delivery or dispatch of the Shipment, specified by the Sender;
    
    “Address label” (label) is a label on a package generated either by a representative of the Operator, or by the Customer in the Mobile Application or on the Operator's Website, containing information about the Shipment, including:
    place of shipment and delivery
    Shipment number
    Recipient and Sender contact details - delivery direction
    selected additional services.
  2. 1.2.2
    Price List – the current price list of the Operator’s Services. The price list is an annex to these Terms and Conditions and is available on the website https://novapost.com/cs-cz/international/shipping-cost (for delivery in the Czech Republic and Ukraine) and https://novapost.com/cs-cz/international/send-to-another-countries (for delivery to other countries).
  3. 1.2.3
    Additional Services – additional services specified in Articles 6 and 7 of these Terms;
  4. 1.2.4
    Customer – A Business Customer or Consumer (as defined below) who enters into a postal services contract with the Operator. The Customer is generally understood to be the Sender of a Shipment; however, these Terms and Conditions or the postal services contract govern the relationship between the Operator and the Recipient.
    Shipments, the Customer also means the Recipient.
  5. 1.2.5
    Corporate Customer – a customer of the Operator who uses the Services as part of his business and who has entered into a contractual relationship with the Operator.
  6. 1.2.6
    Form for sending parcels – a form for entering data, which is filled in either by a representative of the Operator or by the Sender on the Website/Mobile Application of the Operator when ordering the Postal Service by the Sender.
    
    The form for sending shipments must contain information about the Sender according to Article 1.2.9. below, information about the Recipient according to Article 1.2.14. below, and the following information about the Shipment:
    Declared value;
    description of the contents of the Shipment for international delivery to countries outside the EU;
    Weight and dimensions of the shipment;
    Payer of services and method of payment;
    In the event that the Shipment is subject to customs clearance, information on whether customs duties will be paid by the Sender (DDP) or by the Recipient (DAP).
  7. 1.2.7
    Mobile Application – the Operator’s software for quick access to information about sending and delivering parcels on smartphones with Android and iOS operating systems. The Mobile Application allows the Customer to conveniently create Address Labels, find the nearest Branch, calculate the price of Services, track the location of the Parcel, use the Parcel Box or call the courier, as well as other functions that the Mobile Application currently offers. Use of the Mobile Application is governed by the terms of use of the Operator’s application, which are available at:
    iOS - https://apps.apple.com/ua/app/nova-post/id1644647080?l=uk;
    Android - https://play.google.com/store/apps/details?id=eu.novapost
  8. 1.2.8
    Oversized shipment – a shipment with an actual or volumetric weight exceeding 30 kg, which the Sender hands over to the Operator for delivery to the Recipient, all in accordance with these Terms and Conditions and the Postal Services Act;
  9. 1.2.9
    Sender – a person who has concluded a Postal Services Agreement with the Operator and is listed as the Sender in the Form for Sending Shipments. Mandatory info:
    Surname and first name (or Company name and VAT number for legal entities);
    Phone number and email;
    Place of shipment, including the name of the country, municipality and shipping address.
  10. 1.2.10
    Branch – an establishment of the Operator where Shipments can be sent and received, registered as an establishment of the Operator, which is marked as a Branch on the Website. At the Branch it is possible to:
    Postal services order;
    sending and receiving Shipments;
    payment for services;
    Parcel packaging services;
    purchase of packaging;
    submitting claims, complaints and suggestions in writing;
    familiarization with the Postal Terms and Conditions;
    orders and payments for some other additional services;
    familiarization with the Price List.
  11. 1.2.11
    Postal services – postal services within the meaning of the Postal Services Act;
  12. 1.2.12
    Working days – are the working hours and days set for each branch, parcel box and PUDO, which are listed on the Operator's website at https://novapost.com/uk- cz/departments?city=142473 for each unit separately.;
  13. 1.2.13
    Operator – the Company; if the context so requires, the Operator also means an authorized person acting on behalf of the Operator;
  14. 1.2.14
    Recipient – a natural or legal person who is listed as the Recipient in the Shipping Form, containing the following mandatory information:
    Recipient's last name and first name;
    Company name and VAT number (for a legal entity);
    Phone number and email;
    Place of delivery, including the name of the country, municipality and delivery address.
  15. 1.2.15
    Parcel box – a device operated by the Operator or its contractual partner that allows sending and picking up parcels using access data provided by the Operator or its partner;
  16. 1.2.16
    Services – Postal Services and/or Additional Services;
  17. 1.2.17
    Postal Services Contract – a contract between the Sender and the Operator, on the basis of which the Operator provides Postal Services to the Sender;
  18. 1.2.18
    Consumer – a natural person who carries out a transaction with the Operator that is not directly related to their business or professional activities;
  19. 1.2.19
    Website – the official website of the Operator at novapost.com/en-cz. Where these Terms refer to the Website, this also includes the Mobile Application if the Mobile Application contains the same functionality to which the Terms refer.
  20. 1.2.20
  21. 1.2.21
    Act on Postal Services – Act No. 29/2000 Coll., on Postal Services and on Amendments to Certain Acts (Act on Postal Services), as amended;
  22. 1.2.22
    Consignment – a consignment that the Sender hands over to the Operator for delivery to the Recipient, all in accordance with these Terms and Conditions and within the meaning of the Postal Services Act; Consignment, according to these Terms and Conditions, means a consignment and documents pursuant to Art. 2.1. below, and, unless otherwise provided for in the relevant provision of these Terms and Conditions, Consignment also means an Oversized Consignment.
  23. 1.2.23
    Agent – a company acting on behalf of and for the benefit of the National Payment Institution Transfer24 Sp. z oo with its registered office in Kielce (in the field of providing payment services).
  24. 1.2.24
    Money transfer – a payment service that consists of receiving funds by an authorized person and transferring them to the recipient specified by the payer.
  25. 1.2.25
    TRANSFER24 SPÓÿKA Z OGRANICZONÿ ODPOWIEDZIALNOÿCIÿ with headquarters in Kielce, ul. Sienkiewicza 16/10, 25-333 Kielce, Poland, registered in the Commercial Register by the District Court in Kielce, 10th Commercial Department of the National Court Register, under KRS number 0000311111, share capital PLN 240,000, NIP 6572777, is a national payment institution with license number IP5/2013.
  26. 1.2.26
    Partner pick -up/drop-off point (“PUDO”) – a place of delivery/receipt of shipments that is operated by third parties on the basis of a contractual relationship with the Operator.
    PUDO can provide the following services:
    Acceptance of the Shipment from the Sender;
    Release of the Shipment to the Recipient;
    familiarization with the Postal Conditions, including the Price List;
    Additional services, if stipulated by agreement between the Operator and PUDO (receipt of the shipment on Cash on Delivery or Payment upon receipt), or acceptance of payments from Senders; unless otherwise stated on the Website and/or in the premises of PUDO, these services are not provided by PUDO.
    
    PUDO is not authorized to receive complaints and suggestions from Customers towards the Operator.
  27. 1.2.27
    The Declared Value of a Shipment is the price of the contents of the Shipment, which the Sender indicates when creating the Shipment. The Guarantee of Return of the Declared Value means that the Customer, who has the right to compensation for damage to the Shipment, will be paid the full amount of the Declared Value of the Shipment in the event of loss, destruction or damage to the Shipment, under the conditions set out in these Terms and Conditions. The Guarantee of Return of the Declared Value may be included in the price of the Shipment or be subject to payment of a commission on the Declared Value, the amount of which is specified in the Operator's Price List. If a commission on the Declared Value is specified in the Price List, the Guarantee of Return of the Declared Value applies only to Shipments for which this commission was paid.
  28. 1.2.28
    The Contact Center is the Operator's service unit responsible for communicating with Customers and resolving their issues through various communication channels. The current communication channels are always listed on the Website at the bottom of the page and at this location:
    support_cz@novapost.com (email, available 24/7)
    +420 225 500 609 (telephone, opening hours are listed on the Website)
3. 1.3
  By handing over the Shipment to the Operator (including, under the conditions set out in these Terms and Conditions, i.e. in the case of international delivery to countries outside the EU, handing over an open Shipment, which is created as a Shipment by its closure by the Operator), the Customer confirms that he has read these Terms and Conditions and that he agrees with them.
4. 1.4
  The current version of these Terms and Conditions is available on the Website and at each Branch, including Partner dispensing and delivery points.
2
Postal Services Catalog
1. 2.1
  The Operator provides exclusively those Postal Services that are specified in this Article 2.1. Conditions. The Operator provides the following Postal Services:
  1. 2.1.1
    Delivery/sending of documents
    a)
    Weight: the maximum permissible weight is 1 kg;
    b)
    Dimensions: length - up to 32 cm, width - up to 23 cm, height - up to 2 cm; and
    c)
    Packaging: packaging or cardboard envelope in accordance with the requirements set out in these Terms and Conditions;
    d)
    The Operator is liable for damage to the Shipment up to a maximum of CZK 10,000 or the equivalent of EUR 400.
  2. 2.1.2
    Delivery/sending of the shipment
    a)
    Weight: the maximum permissible weight is 30 kg;
    b)
    Dimensions: the largest side is not more than 120 cm and the total sum of all sides is not more than 152 cm; and
    c)
    Packaging: rectangular in shape; packaging in accordance with the requirements set out in these Terms and Conditions.
    d)
    The Operator is liable for damage to the Shipment up to a maximum of CZK 100,000 or the equivalent of EUR 4,000.
  3. 2.1.3
    Delivery/sending of Oversized Shipments to a Branch
    a)
    Weight: the maximum permissible weight is 1000 kg;
    b)
    Dimensions: the largest side does not exceed 250 cm and the total sum of all sides is not greater than 350 cm and
    c)
    Packaging: has a rectangular shape; packaging according to the requirements set out in these Terms and Conditions and, where applicable, by the Operator depending on the nature of the Oversized Shipment.
    d)
    The Operator is liable for damage to the Shipment up to a maximum of CZK 100,000 or the equivalent of EUR 4,000.
    
    "Branch to Branch" delivery is the exclusive option for the delivery of oversized shipments, unless the Operator and the Sender/Recipient separately agree otherwise. Oversized shipments are accepted for transport only after prior agreement with the Operator, taking into account the Operator's capacity; the costs of their delivery are determined according to the Price List.
2. 2.2
  The Operator provides Postal Services exclusively in the variants specified in this Article 2.2. Conditions. The Operator provides Postal Services in the following variants:
  1. 2.2.1
    Address – Address – receipt of the Shipment at the Sender's address and its delivery to the Recipient's address.
  2. 2.2.2
    Address – Branch – receipt of the Shipment at the Sender's address and its delivery to the Recipient at the Recipient's Branch.
  3. 2.2.3
    Address – Parcel Box – receipt of the Parcel at the Sender's address and its delivery to the Recipient's Parcel Box.
  4. 2.2.4
    Address – PUDO – receipt of the Shipment at the Sender's address and its delivery to the Recipient's PUDO.
  5. 2.2.5
    Branch – Branch – receipt of the Shipment from the Sender at the Branch in the Sender's city and its delivery to the Recipient at the Recipient's Branch.
  6. 2.2.6
    Branch – Address – receipt of the Shipment from the Sender at the Sender's Branch and its delivery to the Recipient's address.
  7. 2.2.7
    Branch – Parcel Box – receipt of the Parcel from the Sender at the Sender's Branch and its delivery to the Recipient's Parcel Box.
  8. 2.2.8
    Branch – PUDO – receipt of the Shipment from the Sender at the Sender's Branch and its delivery to PUDO Recipient.
  9. 2.2.9
    PUDO – Address – receipt of the Shipment at the Sender's PUDO and its delivery to the Recipient's address.
  10. 2.2.10
    PUDO – Branch – receipt of the Shipment at the Sender's PUDO and its delivery to the Recipient at the Recipient's Branch.
  11. 2.2.11
    PUDO – Parcel Box – receipt of the Parcel in the Sender's PUDO and its delivery to the Recipient's Parcel Box.
  12. 2.2.12
    PUDO – PUDO – receipt of the Shipment at the Sender's PUDO and its delivery to the Recipient's PUDO. 2.2.13. Parcel Box – Address – receipt of the Parcel from the Sender in the Sender's Parcel Box and delivery of the parcel to the Recipient's address.
  13. 2.2.13
    Mailbox – Mailbox – receipt of the Shipment from the Sender in the Sender's Mailbox and delivery of the Shipment to the Recipient's Address. Recipient.
  14. 2.2.14
    Mailbox – Address – receipt of the Shipment from the Sender in the Sender's Mailbox and delivery of the Shipment to the Recipient's Address.
  15. 2.2.15
    Parcel Box – Branch – receipt of the Parcel from the Sender in the Sender's Parcel Box and delivery of the Parcel to the Recipient at the Recipient's Branch.
  16. 2.2.16
    Parcel Box – PUDO – receipt of the Parcel from the Sender in the Sender's Parcel Box and its delivery to the Recipient's PUDO.
  17. 2.2.17
    Parcel Box – Parcel Box – receipt of the Parcel from the Sender in the Sender's Parcel Box and delivery of the Parcel to the Recipient's Parcel Box.
3
General terms and conditions of postal services
1. 3.1
  The Operator provides Postal Services on the dates specified on the Postal Services Website.
2. 3.2
  The Operator provides Postal Services in the Czech Republic and abroad (through contractual partners), namely in the countries listed on the Website. These Terms and Conditions apply to sending Parcels from the Czech Republic domestically or abroad.
3. 3.3
  The Postal Services Contract is always concluded only when the Operator takes over the Shipment for transportation, in person in the presence of an authorized employee of the Operator.
  The conditions for accepting the Shipment are:
  - A form for sending parcels, correctly completed by the Sender or supplemented by an authorized employee of the Operator at the Branch or on the Website,
  - created Address Label, attached to the outside of the Package packaging, or the Package number clearly indicated on the outside of the Package packaging (in pen or marker)
  - the contents of the shipment are checked by an authorized employee of the Operator (in the case of international delivery to countries outside the EU);
  - proper packaging of the Shipment that meets the requirements of these Postal Conditions, and
  - closing the package by an authorized employee of the Operator or by the Sender in the presence of an authorized employee of the Operator (only in the case of international delivery to countries outside the EU).
    
    An authorized employee of the Operator here also means an employee of the contractual partner acting on behalf of the Operator, including a courier. This provision regarding the conclusion of the Postal Services Agreement applies even if payment for the Postal Services was made before the conclusion of the Postal Services Agreement; the procedure for dealing with situations where the Postal Services Agreement is not concluded in such a case is set out below in these Terms and Conditions.
4. 3.4
  According to the Postal Services Act, the Operator is not obliged to conclude a Postal Services Agreement with the Customer if it contains deviations from these Terms and Conditions or amendments thereto.
5. 3.5
  The receipt and delivery of the Shipment is carried out on Business Days.
4
Receipt and delivery of shipments, provision of postal services
1. 4.1
  General rules for ordering Postal Services and submitting a Shipment, requirements for packaging a Shipment.
  1. 4.1.1
    The Customer can order the postal service:
    at the Branch (not PUDO);
    through the Website;
    via the Mobile Application; or
    through the Operator's Contact Center.
    
    In accordance with the requirements, it will indicate the Postal Service option, the address of the Sender and Recipient, and the method and place of delivery.
  2. 4.1.2
    When ordering Postal Services, the Sender, or an authorized employee of the Operator, based on the information provided by the Sender, fills out the Form for Sending Shipments, in which he/she provides the following information:
    Sender Information:
    Surname and first name of the Sender;
    Company name and VAT number (for a legal entity)
    Phone number and email
    Place of shipment, including the name of the country, municipality and shipping address.
    Beneficiary information:
    Recipient's last nme and first name;
    Company name and VAT number (for a legal entity)
    Phone number and email
    Place of delivery, including the name of the country, municipality and delivery address.
    Shipment Information:
    Declared value
    description of content Shipments sent to a country outside the EU
    Weight and dimensions of the shipment
    Payer of services and method of payment.
    
    In case the Shipment is subject to customs clearance, information on whether the customs duty will be paid by the Sender upon shipment or by the Recipient upon delivery (DAP or DDP regime). Other information that may affect the quality, duration and price of the Services, for example, delivery terms, country of origin of the goods, detailed descriptions.
    
    After completing the Form for sending parcels, the Customer will receive a Parcel number, which can be used to obtain information about the status of the Postal Service.
  3. 4.1.3
    The Sender must provide the exact address of the Recipient or the address of the Parcel Box or Branch where the Shipment is to be delivered. The Sender is responsible for the accuracy of the information provided for the delivery of the Shipment.
  4. 4.1.4
    After ordering the Postal Service via the Website or Mobile Application, i.e. after filling out the web Form for sending a shipment, the Sender will have the opportunity to receive an Address Label, which must be clearly and firmly attached to its outer packaging, or the Shipment number must be clearly indicated on the outside of the Shipment packaging (the number can be marked with a pen or marker). In the case of ordering the Postal Service at a Branch, the Address Label will be created by an employee of the Operator.
    
    The Address Label created via the Website or Mobile Application is valid for 2 days from the date of its creation, unless the Shipment has been handed over to the Operator's representative or placed in the Parcel Box. After this period, the Address Label will expire.
  5. 4.1.5
    Any markings placed by the Sender on the packaging of the Shipment must not cover the Address Label or the Shipment number indicated on the packaging, and must not contain any content prohibited by law and these Terms and Conditions.
  6. 4.1.6
    The Sender must properly package the Shipment to ensure that the contents of the Shipment are delivered intact. The Operator may, at the Sender's request, package the Shipment as an Additional Service.
  7. 4.1.7
    In the case of international delivery to countries outside the EU, the sender submits the Shipment open.
    
    In this case, the Operator is entitled to check the compliance of the contents of the Shipment and its packaging with these Terms and Conditions before concluding the Postal Services Agreement. The Operator is entitled to refuse to conclude the Postal Services Agreement if the contents of the Shipment or its packaging do not comply with these Terms and Conditions.
  8. 4.1.8
    Method of packaging Shipments must comply with the packaging rules set out here:
    The box must be made of corrugated cardboard, free of deformations, cracks, damp spots or breaks. The box must have straight reinforcements.
    The minimum dimensions of the box are 11×11 cm.
    Glass, porcelain and other fragile items must be wrapped on all sides with at least three layers of cushioning material. If there are multiple pieces, each piece must be wrapped separately.
    Fill the remaining space in the box with padding. The shipment should not move inside during transport.
    Place documents in a cardboard envelope, belongings and textiles in a clothing envelope. Do not use document and textile packaging to transport rounded, sharp or fragile objects.
    The method of packaging of the Shipment must ensure that it is marked with the appropriate Address Label or that the Shipment number can be legibly indicated on it.
  9. 4.1.9
    The methods of payment for Postal Services are always specified in this Article 4.1.9 of the Terms and Conditions. The Customer is obliged to pay for the provision of Postal Services according to the selected type of Postal Service and the Price List, in cash, by payment card or online payment by payment card.
    
    In the case of an order at a Branch, the Customer pays the price of the service after concluding the Postal Services Agreement.
    
    In the case of an order from the Address, via the Website or Mobile Application, the Customer pays the price of the service before concluding the Postal Services Agreement.
  10. 4.1.10
    The Operator has the right to refuse to conclude a Postal Services Agreement or may withdraw from a Postal Services Agreement already concluded if:
    a)
    The Sender does not meet the conditions for the provision of Postal Services set out in the Postal Services Act or regulations issued on its basis, as well as these Terms and Conditions;
    b)
    the contents or packaging of the Shipment does not meet the requirements set out in these Terms and Conditions;
    c)
    The address label is incomplete or incorrectly filled in, or the Shipment number is not clearly indicated on the packaging Shipments;
    d)
    The shipment form is incomplete, incorrectly or falsely filled out;
    e)
    The Shipment does not meet the parameters set out in these Terms and Conditions for the type of delivery selected by the Sender;
    f)
    the packaging of the Shipment or the visible part of its contents contains inscriptions, pictures, drawings or other symbols that are in conflict with applicable law or other legal regulation;
    g)
    The postal service would be provided in whole or in part in a territory where the Operator is not authorized to provide such service, unless the Operator has concluded a cooperation agreement enabling the provision of such service in such territory;
    h)
    the acceptance or transport of Shipments or specific Shipments is prohibited by applicable laws or other legal regulations.
  11. 4.1.11
    The Operator, who has concluded a Postal Services Agreement with the Sender, is obliged to ensure the identification of the Shipment by placing an Address Label (label) with the package number and information about the Sender and the Recipient on the Shipment packaging. The Operator shall include information on the receipt of payment for the Postal Service in the payment document issued to the Customer, in the Mobile Application for a specific Customer and in its information system.
  12. 4.1.12
    A Shipment that cannot be delivered to the Recipient is returned to the Sender by the Operator upon the Sender's request submitted through the Branch where the Shipment was submitted, via the Contact Center, Website or Mobile Application. For actions related to the return of the Shipment, the Operator will request payment in the amount specified in the Price List (the same price as for a new delivery of the Shipment) or in the Contract with the Corporate Client.
    
    The Undeliverable Shipment will be stored at the Operator's central warehouse for one year until it is returned at the Sender's request; this storage is free of charge, unless a price is stated in the Price List for this storage. If neither the Sender nor the Recipient express an interest in its release (i.e. in sending it at the price according to the Price List as for a new delivery from the central warehouse address under the conditions set out in these Terms and Conditions, in the form of a request via the Contact Center, a request in the Mobile Application, on the Website or at a Branch) even within one year of its storage at the central warehouse, or if both explicitly refuse to accept it, the Shipment is considered a shipment that cannot be delivered or returned within the meaning of the Postal Services Act, and can therefore be opened, sold or destroyed in accordance with the Postal Services Act and the provisions of these Terms and Conditions set out below. The terms and conditions for the storage and return of Shipments may be agreed differently with the Corporate Customer in a separate Postal Services Agreement.
  13. 4.1.13
    The returned shipment will be returned to the Sender under the same conditions under which it was sent to the Recipient, if the customs regulations of the sending country and/or the Recipient's country allow it. The price according to the Price List, including customs services, will be charged for the returned Shipment.
  14. 4.1.14
    If the Operator refuses to conclude a Postal Services Agreement or withdraws from such an agreement for reasons pursuant to Article 4.1.10. of the Terms and Conditions, the Shipment, if already accepted by the Operator, will be returned to the Sender. The Operator will refund the price of the Postal Service to the Sender if it has already been paid, however, the Operator has the right to deduct the costs incurred for returning the Shipment or ensure a return at the expense of the Sender to whom the Shipment is returned, in accordance with the Operator's Price List (as for a new delivery of the Shipment). The Sender may collect the Shipment free of charge at the Operator's branch office closest to the Sender's address. If the Sender does not collect the Shipment here within the free 7-day storage period, it will be returned to his Address at his expense, if he has requested it by means of a request via the Contact Center, a request in the Mobile Application, on the Website or at the Branch, at the price set out in the Price List as for a new delivery of the Shipment from this Branch to his Address; otherwise, it will be dealt with in accordance with Article 4.1.12. of these Terms and Conditions.
  15. 4.1.15
    If the Recipient does not accept the delivered Shipment by:
    2 days in the Parcel Box;
    5 days in PUDO; or
    on the day of delivery in the case of delivery to the Address,
    
    from the moment the Recipient is informed about the possibility of picking up the Shipment (SMS, e-mail, phone call from the Operator's representative), the Shipment is considered undelivered and will be stored at the nearest branch of the Operator for 7 days free of charge (in the event of an extended paid storage period being agreed in accordance with these Terms and Conditions, for a maximum of 30 days in total), after which it will be moved to the Operator's central warehouse and stored there in accordance with the conditions specified in these Postal Terms and Conditions, until the Sender or Recipient refuses the Shipment or orders redelivery/return, within the meaning of Article 4.1.12. of these Terms and Conditions.
    
    Under the conditions stated above, Shipments delivered to the Branch and not collected by the Recipient within 7 days from the moment the Recipient is informed of the possibility of collecting the Shipment will also be moved to the central warehouse (unless, in accordance with the above, an extension of the storage period is agreed).
  16. 4.1.16
    The Operator may open the Shipment after concluding the Postal Services Agreement exclusively in the cases specified in Article 11 of these Terms and Conditions.
  17. 4.1.17
    Checking the contents and packaging of Shipments before concluding a Postal Services Agreement for international delivery to countries outside the EU is the Operator's authority, not the Operator's obligation, and cannot be considered a complete check of the Shipment for compliance with the Terms, legal regulations and security principles. Acceptance of the Shipment by the Operator does not mean that the contents of the Shipment or Oversized Shipment have been checked and comply with these Terms and applicable laws or other legal regulations. The Sender is fully responsible for the contents and packaging of the Shipment in accordance with applicable laws and other legal regulations.
2. 4.2
  Size and weight of the shipment
  1. 4.2.1
    The price of the Postal Service may depend on the weight and size of the Shipment according to the Price List.
  2. 4.2.2
    There are two ways to determine the weight of a Shipment: actual and volumetric. The costs of Postal Services will be calculated according to the higher value of the weight - actual or volumetric - in accordance with the Price List.
  3. 4.2.3
    The actual weight is determined by weighing the Shipment on a scale.
  4. 4.2.4
    The volumetric weight is determined based on the external dimensions of the Shipment (whereas the external dimensions are measured at the most protruding points in the case of an irregular shape) according to the formula: Volumetric weight [kg] = length [cm] × width [cm] × height [cm] / 4000.
3. 4.3
  Declared value of the Shipment
  1. 4.3.1
    The declared value of the Shipment is stated by the Sender when sending it.
    In the case of shipping to countries outside the EU - the declared value must correspond to the sum of all items on the description of the contents, each of which must correspond to the actual (market) value.
    
    In the case of transport within the EU and the Czech Republic - the declared value must correspond to the actual value of the contents of the Shipment.
    
    The declared value of the Shipment affects the amount of the commission on the declared value according to the applicable Price List; if the Price List specifies a commission on the declared value, the Guarantee of return of the declared value applies only to Shipments for which this commission was paid.
    
    If the Sender indicates a higher Declared Value than the maximum amount set out in the Price List, the commission is paid only up to the amount of the commission from the maximum Declared Value set out in the Price List and the Guarantee of return of the declared value is limited to this maximum Declared Value set out in the Price List.
    
    In the Postal Services Contract, the Operator is entitled to agree with the Corporate Customer on the amount of the Declared Value and the amount of the commission in a manner that deviates from the Price List.
4. 4.4
  Detailed conditions for submitting a Shipment from the Address
  1. 4.4.1
    In the case of delivery from the Address, the weight of one shipment may not exceed 30 kg, the maximum length including packaging may not exceed 120 cm, and the sum of dimensions may not exceed 152 cm, unless the Operator and the Sender agree otherwise.
  2. 4.4.2
    The Sender is obliged to allow the Operator's representative to reach the location specified as the pick-up address by driving a car near the specified pick-up address of the Shipment at a distance of no more than 50 meters.
  3. 4.4.3
    If the total weight of the Shipment exceeds 30 kg, the Sender shall ensure that the Shipment is loaded onto the Operator's vehicles himself.
  4. 4.4.4
    The Sender shall ensure the packaging, marking and information about the Shipment in accordance with the provisions of these Terms and Conditions. The Sender shall complete the Shipment Form and create the Address Label via the Website or Mobile Application and place it on the outside of the package; the Shipment number may be clearly indicated on the outside of the packaging (the package number generated in the Mobile Application or Website can be indicated on the packaging with a pen or marker).
  5. 4.4.5
    The Sender is obliged to enable the Operator to take over the Shipment, including its inspection before concluding the Postal Services Agreement, in accordance with these Terms and Conditions, on the specified date (or date of dispatch) and place.
5. 4.5
  General delivery conditions of Shipments
  1. 4.5.1
    The delivery time is from 1 business day for delivery within the Czech Republic and for delivery abroad. The final delivery time, if any, is determined by the information provided on the Website/Mobile Application on the day of conclusion of the Postal Services Agreement and may be adjusted during delivery depending on the following factors:
    Customs clearance times have been extended
    Cargo is transported on weekends or holidays
    Impact of force majeure
    Delay at the border crossing
    Delays from partner companies
    Customer's failure to pay package fees and charges
    Incorrect delivery address or recipient/sender phone number;
    or other reasons.
  2. 4.5.2
    Delivery of Shipments with a guaranteed delivery time is possible under the conditions agreed with the Customer in an individual Contract for the provision of postal services.
  3. 4.5.3
    Both the Sender and the Recipient can track the Shipment on the Website or in the Mobile Application after entering the Shipment number.
  4. 4.5.4
    If the Shipment cannot be delivered to the place designated by the Sender in a timely manner by the method chosen by the Sender due to capacity (for example, overfilling of the relevant Parcel Box) or for other justified reasons, the Shipment will be delivered to another place, in a different manner or at a different time, of which the Recipient will be informed via SMS or by telephone at the number specified by the Sender. If in such a case the Shipment is delivered or prepared for handover to the Recipient within the delivery period and in the municipality of delivery specified by the Sender, this does not constitute a breach of the terms of performance.
  5. 4.5.5
    When delivering international shipments, the Customer bears all costs associated with customs clearance, as well as the risks associated with the intervention of customs authorities and border guards in the Shipment and its contents. The Customer who pays customs duties, value added tax and costs associated with customs clearance is the Recipient of the Shipment if the DAP method is used (duty paid by the Recipient) or the Sender if the DDP method is used (duty paid by the Sender); in the case of receiving a Shipment from abroad in the Czech Republic, the Customer who pays customs duties and value added tax is the Recipient of the Shipment (if the DAP method is used) or the Sender (if the DDP method is used).
  6. 4.5.6
    If, according to the information of the Sender or the results of the inspection of the Shipment before the conclusion of the Postal Services Agreement, the Shipment contains items that can only be purchased by adults or persons from a certain age, the Operator may require the Recipient of the Shipment to submit a document confirming their age; such Shipments cannot be delivered to the Shipment Box due to the need to verify age.
    
    In case of refusal to submit the document, the Operator will not release the Shipment and the Shipment will be stored in the Operator's central warehouse, or returned to the Sender at his request in accordance with the provisions of Article 4.1.12. of these Terms and Conditions; the same applies to Shipments for which the Recipient, who is obliged to pay customs duties, value added tax and costs associated with customs clearance, refuses to make such payment.
  7. 4.5.7
    Parcels can only be submitted through PUDO with a declared value of up to CZK 10,000 and a maximum weight of 10 kg (unless otherwise specified in the contract with such PUDO), with the maximum length of one side of the Parcel not exceeding 60 cm.
6. 4.6
  Detailed rules for delivery of Shipments to Branches and PUDO
  1. 4.6.1
    The Sender is obliged to inform the Recipient of the Shipment number and the approximate date of delivery and also to familiarize the Recipient with these Terms and Conditions. The Recipient will be informed about the possibility of receiving the Shipment via SMS or e-mail to the number or e-mail provided by the Sender.
  2. 4.6.2
    To receive a Shipment addressed to a natural person at a Branch or PUDO, the Recipient must provide the Operator's representative with the shipment number or the Recipient's mobile phone number and then:
    tell the Operator's representative the code from the SMS message or e-mail sent by the Operator's representative to the Recipient's mobile number, which the Sender provided when sending; or
    present the Recipient's identity document to the Operator's representative.
  3. 4.6.3
    The person receiving the Shipment on behalf of the Recipient – a legal entity – must confirm their identity to the Operator’s representatives by presenting a valid identity document and the original power of attorney from the legal entity that authorized them to receive the Shipment on behalf of the legal entity. If the Shipment is delivered to a legal entity, but with the indication of the Recipient - a natural person, the rules specified in point 4.6.2 apply.
  4. 4.6.4
    Delivery of the Shipment without confirming the Recipient's identity with an identity document is possible if the declared value of the Shipment is less than CZK 25,000, the Recipient knows the Shipment number and/or the Recipient's mobile phone number and provides the Operator with the confirmation code sent as an SMS message to the number specified as the Recipient's number.
  5. 4.6.5
    To receive a Shipment worth CZK 25,000 or more, the Recipient must, in addition to providing the Shipment number and/or the Recipient's mobile phone number, also present an identity document and provide the confirmation code sent in an SMS message or e mail to the number or e-mail specified as the Recipient's number or e-mail.
  6. 4.6.6
    A person who is not listed as the Recipient of the shipment will receive the Shipment after providing the Shipment number and submitting the code from the SMS message or e-mail sent to the Recipient's phone number or e-mail; this does not apply to Shipments with a declared value of CZK 25,000 or more.
  7. 4.6.7
    Sending and delivering Shipments at the Branch is possible during the Branch's operating hours.
  8. 4.6.8
    Only Shipments weighing a maximum of 10 kg and with a maximum length of one side not exceeding 60 cm can be delivered to PUDO.
  9. 4.6.9
    The period of free storage of the Shipment is:
    7 days at the Branch
    2 days in the Parcel Box
    5 days in PUDO
    
    from the moment the Recipient is informed about the possibility of picking up the Shipment at the Branch (SMS, e-mail, phone call from the Operator's representative).
    
    The storage period of the Shipment can be extended only at Branches, for a price according to the Operator's Price List. In other cases, it is possible to order redelivery from the Branch to:
    PUDO;
    Mailboxes, or to the Address,
    at the price set by the Price List as for the new delivery of the Shipment.
    
    The shipment can be picked up free of charge at the Operator's branch closest to the Recipient's address within 7 days of its delivery to the Branch, or from its handover to the Branch after it has not been collected within the specified period for another method of delivery (Shipping Box, PUDO, Address).
7. 4.7
  Detailed rules for delivering Shipments to the Address
  1. 4.7.1
    In the event of delivery of the Shipment to the Address, the Recipient will receive an SMS message or e-mail to the phone number or e-mail provided by the Sender about the planned delivery date of the Shipment.
  2. 4.7.2
    If the Shipment is delivered to the Address, then in the absence of the Recipient or a member of the same household who can receive the Shipment, the Operator is obliged to deliver the Shipment
    to the nearest Branch,
    to the nearest Postbox, or
    to the nearest PUDO,
    
    provided that there is free capacity for the size of the Shipment where it will be stored in accordance with these Terms.
  3. 4.7.3
    The Operator verifies the identity of the person who receives the Shipment at the Address by the methods specified in Articles 4.6.2. to 4.6.6. of these Postal Terms and Conditions. In the case of delivery of the Shipment to the Address to the Recipient – a legal entity, it is sufficient, in the case of a Shipment with a declared value of less than CZK 25,000, for the Shipment number and the SMS message or e-mail code to be communicated to the Operator's representative either in person by the person receiving the Shipment at the Address, or by telephone by the Recipient's contact person at the telephone number specified by the Sender as the Recipient's telephone number at the time of delivery of the Shipment.
  4. 4.7.4
    If the Recipient accepts the Shipment, the Operator is entitled to request confirmation of acceptance by this person. Refusal to confirm delivery means refusal to accept the Shipment. The Operator then proceeds in the same way as in the case of non-acceptance of the Shipment by the Recipient in the event of non-acceptance at the Branch, i.e. it stores the Shipment under the conditions set out in Article 4.1.12. of these Terms and Conditions.
  5. 4.7.5
    In the event of delivery of a Shipment for which delivery of the Shipment was intended only for the Recipient, the Recipient is obliged to present a document proving his identity upon request by the Operator's representative. In the event of failure to present such a document, the Operator's representative has the right to refuse to release the Shipment.
    
    The Operator then proceeds similarly in accordance with point 4.7.4 of these Terms and Conditions.
  6. 4.7.6
    The time of presence of the Operator's representative at the Address in connection with the delivery of the Shipment must not exceed 15 minutes.
  7. 4.7.7
    Delivery of a Shipment to an Address is possible only if the Address is reachable by car within a maximum distance of 50 m. Delivery of a Shipment to an Address is possible only for Shipments that meet the same dimensional and weight parameters as Shipments delivered from the Address.
  8. 4.7.8
    At the request of the Recipient, delivery of the Shipment to the Address may be delayed by up to 5 business days.
8. 4.8
  Detailed conditions for Shipments delivered to a Parcel Box
  1. 4.8.1
    A shipment delivered to a Parcel Box in the Czech Republic or in another country to which the Operator delivers, with the exception of Ukraine, must meet the following parameters:
    a)
    the maximum permitted weight is 10 kg;
    b)
    the dimensions are 40 × 30 × 60 cm; and
    c)
    the value of the Shipment must not exceed 25,000 Czech crowns.
  2. 4.8.2
    A shipment delivered to a Parcel Box in Ukraine must meet the following parameters:
    a)
    the maximum permitted weight is 20 kg;
    b)
    dimensions - 40 × 30 × 60 cm; and
    c)
    the price of the shipment must not exceed 5,000 Czech crowns.
    
    The location of the Parcel Boxes is published on the Website. The Website provides up-to-date information on the availability of Parcel Boxes.
  3. 4.8.3
    Delivery of shipments to a Parcel Box is not possible for more than one Shipment per Address Label.
  4. 4.8.4
    After the Shipment is delivered to the Shipment Box, the Recipient will receive an SMS message to the phone number provided by the Sender.
  5. 4.8.5
    To receive a shipment from the Parcel Box, it is necessary to install the Operator's Mobile Application and log in using the mobile phone number specified as the Recipient/Sender number.
  6. 4.8.6
    If the Recipient pays for the Shipment, it must be paid for by bank card using the Operator's Mobile Application before it is picked up. Detailed rules and conditions for using the Mobile Application are published on the Website.
  7. 4.8.7
    If the Recipient does not collect the Shipment from the Parcel Box within 48 hours of its delivery to the Parcel Box by courier, the Shipment will be forwarded to the nearest Branch, where it will be stored in accordance with these Terms and Conditions.
  8. 4.8.8
    If the Recipient, upon receiving the Shipment delivered to the Parcel Box, discovers any defect in the Parcel Box (in particular, difficulties with opening the mailbox), the Recipient may obtain assistance by contacting the Operator's Contact Center at the number provided on the Website.
  9. 4.8.9
    The terms and conditions of use of the Partner Operators' Parcel Boxes are available on the Partner's websites, which are listed on the Website.
9. 4.9
  Detailed conditions for Shipments sent from Parcel Lockers
  1. 4.9.1
    A shipment sent from a Parcel Box in the Czech Republic must meet the following parameters:
    a)
    the maximum permitted weight is 10 kg;
    b)
    the dimensions are 40 × 30 × 60 cm; and
    c)
    the value of the Shipment must not exceed 25,000 Czech crowns;
    d)
    in the case of international delivery to countries outside the EU, the package must be submitted open.
  2. 4.9.2
    Sending Shipments from the Shipment Box is not possible for more than one shipment per Address Label.
  3. 4.9.3
    After the shipment is delivered to the Parcel Box, the Recipient will receive an SMS message or e-mail to the phone number or e mail provided by the Sender.
  4. 4.9.4
    To send a Shipment from a Parcel Box, it is necessary to install the Operator's Mobile Application and log in using the mobile phone number specified as the Recipient/Sender number. The service is ordered by selecting the desired Parcel Box from the list and making an online payment for the delivery of the Shipment.
    
    If there are no free slots in the selected Parcel Box, the Shipment can be sent from any other Parcel Box in the same partner network.
  5. 4.9.5
    The Sender pays for the delivery of the Shipment by bank card using the Operator's Mobile Application after filling out the form in the mobile application. Detailed rules and conditions for using the Mobile Application can be found on the Website.
  6. 4.9.6
    If the Sender does not place the Shipment in the Shipment Box within 24 hours of ordering the postal service, the order will be canceled and the money will be automatically returned to the account from which the price of the service was paid.
  7. 4.9.7
    In the event that the Sender discovers any defect when submitting the Shipment to the Shipment Drop Box Mailboxes (in particular, difficulties opening the mailbox), the Sender can obtain assistance by contacting the Operator's Contact Center at the number listed on the Website.
  8. 4.9.8
    The terms and conditions of use of the Partner Operators' Parcel Boxes are available on the Partner's websites, which are listed on the Website.
5
Payments
1. 5.1
  The price for the Services is calculated according to the current Price List.
2. 5.2
  The Sender is obliged to provide the Operator with all information for calculating the total price for the selected Services.
3. 5.3
  The price for Postal Services is determined according to the parameters of the Shipment, the Declared Value of the Shipment, the country of delivery and the Postal Service variant.
4. 5.4
  In the event of a delay in payment (or part thereof) for the Service
  - on the part of the Corporate Customer for a period longer than 15 days – the Operator has the right to suspend the provision of all Services until the debt is fully paid.
  - on the Consumer's side – the Operator has the right not to provide the service.
5. 5.5
  Customs representation and customs procedures
  By accepting these Terms and Conditions, the Sender and the Recipient of the Shipment expressly agree that Nova Global CZ sro is authorized to act as an indirect representative within the meaning of Articles 18 and 19 of Regulation (EU) No. 952/2013 (Union Customs Code).
  
  Nova Global CZ sro is authorized to act in its own name, but on behalf of the Sender or Recipient of the shipment, in particular:
  - submit customs declarations and other documents in customs procedures,
  - communicate with customs authorities,
  - perform all actions related to the import of the shipment into the European Union,
  - pay customs duties, value added tax and other fees related to imports.
    
    Representation in customs procedures as such is free of charge for shipments delivered to Recipients – To consumers with a declared value not exceeding EUR 150. In other cases, the representation of the Recipient (unless otherwise agreed in the Postal Services Agreement), obliged to pay the price specified in the Price List for representation.
    
    The Sender and the Recipient acknowledge that the obligation to pay customs duties and value added tax may arise for the Recipient of the shipment based on applicable legal regulations, regardless of the fact that the customs declaration was filed by Nova Global CZ.sro as an indirect representative. If customs duties and/or VAT have been paid by the Operator, the Operator is entitled to demand payment of these costs by the Customer who is obliged to pay them under these Terms and Conditions and applicable legal regulations, as well as the price for representation in customs proceedings, in order to release the Shipment to the Recipient; if payment is not made, the Shipment cannot be delivered and will be handled in accordance with Article 4.1.12. of these Terms and Conditions.
    
    By accepting these Postal Terms and Conditions, Nova Global CZ sro is contractually authorized to act in customs procedures without the need to grant a separate power of attorney.
    
    If the Customer is not interested in being represented in customs procedures by the Operator, he/she is entitled to express his/her disagreement on Operator address and/or email broker_cz@novapost.com on customer_care_cz@novapost.com; in such a case, no representation will occur.
6
Additional services
1. 6.1
  The Operator provides the following Additional Services, which are not Postal Services, at the Customer's request: services, which are Services for a separately determined price stated in the Price List or on the Website:
  1. 6.1.1
    Packaging service – placing the Shipment at the Branch in a suitable type of packaging that will contribute to the safety of its transportation and storage and its protection. The Shipment is packed in packaging (bags, envelopes, foil, sealing material or box) that assortment offered by the Operator.
  2. 6.1.2
    Extension of storage period – the option to store the Shipment at the Branch after the free 7-day storage period has expired. The price for the service is set out in the Price List.
    
    The Sender or Recipient of the Shipment can conclude an Agreement on the Extension of the Storage Period with the Operator remotely via the Website and pay the price according to the Price List online with a payment card.
    
    In the event that the Recipient does not accept the Shipment after the extended storage period for which the price was paid has expired, and if it is not extended again, the Shipment will be transferred for further storage at the Operator's central warehouse; delivery of the Shipment from the central warehouse is governed by the provisions of Article 4.1.12. of these Terms and Conditions (only at the Customer's request, at the price as for a new delivery, with a maximum storage period of one year). The Customer is obliged to pay the price for all the time the Shipment is stored at the Branch after the end of the free storage period. If so stipulated in the Price List, the Customer who requests the release of the Shipment from the central warehouse also pays for the period of storage at the central warehouse; if the Price List does not specify the price for storage at the central warehouse, this storage is free of charge.
    
    The Customer may withdraw from the contract for the Extension of the Storage Period within 14 days from the date of conclusion of the contract without giving a reason, if the Shipment has not been accepted by the Recipient or sent back to the Sender before the withdrawal from the contract; in such a case, the uncollected Shipment will be stored at the Operator's central warehouse. The Customer is obliged to pay the price for the already used storage period of the Shipment.
    
    The maximum storage period of the Shipment at the Branch is 30 days; after this period, the Shipment will be transferred for further storage at the Operator's central warehouse under the conditions of Article 4.1.12 of these Terms and Conditions.
  3. 6.1.3
    Sale of packaging – sale of packaging materials suitable for packaging Shipments, which can be purchased at the Branch even without submitting a Shipment.
7
Additional services related to postal services
1. 7.1
  “Company Account” is a user account that is accessible through the Website and through which the Customer can create Address Labels themselves, order Additional Services, etc. The service is free.
2. 7.2
  “Shipment Number Renewal Notification” will provide the Recipient or Sender with a notification of the Shipment number after sending a request to the Operator at the Branch and confirming their identity. The service is free of charge.
3. 7.3
  “Shipment Tracking” allows you to track the location of a Shipment by Shipment number. The service can be used on the website or via the Mobile Application. The service is free of charge.
4. 7.4
  “Shipment Inspection” gives the Recipient the opportunity to open the Shipment and check the condition of the Shipment for external damage and compliance of the goods with the order, only at the Operator’s Branch or at the place of delivery at the Address in the presence of a representative of the Operator. The Operator does not provide for the inspection of the Shipment, unless otherwise provided for in the Postal Services Agreement. The service is free of charge.
  1. 7.4.1
    Inspection of a Shipment is prohibited if it concerns:
    a)
    devices, media and connection mechanisms that are not part of the Shipment (except SIM cards, headphones, batteries, flash drives (e.g. for checking defects on the television matrix));
    b)
    use of consumables available in the Shipment (e.g. perfume bottles for testing sprays, test cosmetics);
    c)
    use of the contents of the Shipment with the Recipient's personal belongings, including media (attachment, reading, copying is prohibited);
    d)
    spillage of fuels and lubricants or other liquids in a Shipment that requires them for use.
    e)
    setting passwords for electronic devices with this feature (phones, tablets, computers or laptops);
    f)
    removing factory, advertising and information labels from Shipments and their contents (with the exception of labels affixed to the packaging of computer, electronic and optical products);
    g)
    opening of packaged Shipments, the first opening of which is ensured by one of the following methods (only external damage inspection is permitted):
    1
    seals (bags sewn with string, metal or paper filling of cans, perforations on the neck of liquid container lids, etc.);
    2
    thermal foil (except for computer, electronic and optical products and accessories therefor) - a type of packaging foil whose characteristic is the ability to shrink under the influence of temperature and take the shape of the packaged product;
    3
    blister packaging - a packaging or box embossed to repeat the shape and dimensions of the item to be placed inside, or to create a container necessary for the contents of the product, made of heat-resistant plastic and may have a hard print, metal or plastic coating;
    4
    polyethylene laminated packaging - packaging in which two or more layers of film are bonded together by exposure to high temperatures, the use of an adhesive or a solvent.
    h)
    disassembly, except for installing a SIM card or battery, without using tools that are not included in the device kit;
    i)
    Inspection of the Shipment outside the Branch (for Shipments sent to the Branch);
    j)
    in the case of delivery to the Address:
    1
    removal of the box in which the Shipment is packed;
    2
    connecting portable household appliances to the electrical network (it is permitted to check the external defects and mechanical damage to the Shipment).
    
    When using the Shipment Review service, the Shipment is always opened by the Recipient. The Operator does not check the contents of the Shipment when using this service, unless the Recipient allows it to view its contents.
5. 7.5
  The word "Information" means informing the Recipient and the Sender about the time of arrival, delivery and storage of the shipment. The service is provided in the form of SMS messages, messages in the Mobile Application or via WhatsApp, telephone or electronic conversation based on a contractual relationship with the Operator.
6. 7.6
  “Change of data” allows the Sender to change the data specified on the Address Label from the moment it is created until the moment the Recipient receives the shipment. The data can be changed in the Mobile Application, on the Website or through the Operator’s Contact Center. The service is not available after the courier has already taken over the Shipment for delivery.
  
  The service is free of charge if the delivery address is changed to the Address within the same municipality, in other cases the service is paid according to the Price List for delivery of the Shipment from the place where the Shipment is located at the time of the Change of Data to the place where the Shipment is to be delivered according to the Change of Data. In the event of a change in the Recipient's identity, the Recipient's contact details must also be changed.
7. 7.7
  Return of the Shipment – a service that can be ordered by the Shipper of the Shipment by changing the delivery address of the Shipment in the Mobile Application, on the Website or through the Operator's Contact Center. The payment is determined according to the Price List as for a new delivery of the Shipment to the Sender from the place where the Shipment is located. The service is not available after the Shipment has already been accepted by the courier for delivery.
8. 7.8
  Redirection of the Shipment – a service that the Sender or the Recipient of the Shipment can order by changing the delivery address of the Shipment in the Mobile Application, on the Website or through the Operator's Contact Center. The payment is determined according to the Price List as for a new delivery of the Shipment from the place where the Shipment is located at the time of the Change of Data to the place where the Shipment is to be delivered according to the Change of Data. The service is free of charge if the delivery address upon delivery to the Address changes within one municipality. In the event of a change of the delivery address of the Shipment (municipality or country), the Customer is obliged to pay the costs of delivering the Shipment in accordance with the Price List from the place where the Shipment is located at the time of the change of data to the place where the Shipment is to be delivered, taking into account the change of data. The service is not available after the Shipment has already been accepted by the courier for delivery.
9. 7.9
  “Online payment” provides the Sender or the Recipient with the opportunity to pay for postal services, intermediary services for the transport of goods or additional services in the Mobile Application, in the Company’s user account and on the Website using “Internet-acquiring” technology (whereby the contract on the provision of money transfer services via "Internet-acquiring" (acquiring) concludes The operator as a business entity, with a partner financial institution).
10. 7.10
  "Cash on Delivery" provides the Recipient with the opportunity to pay for the Shipment at its price determined by the Sender, as well as the price for the postal service (including any customs duty and related costs) upon receipt from the authorized party - the Operator's representative, who delivers this Shipment according to the following rules:
  1. 7.10.1
    The total price can be paid in cash or via a payment terminal, including BLIK, payment services such as Apple Pay or Google Pay.
  2. 7.10.2
    The above-mentioned cash payment and its transfer to the Sender is a payment service for money transfer and is provided by Transfer24, whose Agent is the Operator (or a partner of the Operator).
  3. 7.10.3
    Transfer24, nor any other partner of the Operator, is responsible for the sending or delivery of the shipment. Transfer24's liability is limited only to the provision of the money transfer payment service.
  4. 7.10.4
    The money transfer service is provided on the basis of the Transfer24 Payment Service Rules, which constitutes Annex No. 1 to these Terms and Conditions.
  5. 7.10.5
    The Sender – a corporate customer from whom the Recipient purchases a delivered Shipment on Cash on Delivery, is obliged to accept these Rules of the Transfer24 payment service and place them in appropriate places where purchases are made so that the Recipient can accept them.
  6. 7.10.6
    In the case of providing delivery of a Shipment on COD from a Sender who is not a Corporate Customer, the above obligation under Article 7.8.5. falls on the Operator, who publishes these rules as an annex to its Postal Terms and Conditions.
  7. 7.10.7
    By sending a Shipment on COD, the Sender authorizes the Operator to accept payment from the Recipient on behalf of and at the Sender's expense. After the Shipment has been sent, the authorization cannot be revoked.
  8. 7.10.8
    The Sender's authorization to the Operator includes the Operator's right to grant further authorization to subcontractors acting on behalf of the Operator to perform activities related to the delivery and receipt of payments from the Recipient acting directly for the Sender. The Operator is fully responsible The Sender for the acts and omissions of its representatives, including subcontractors, as well as for its own acts and omissions and for the acts and omissions of the payment service providers through which it receives cash on delivery and transfers it to the Sender.
  9. 7.10.9
    Payment to the Operator is equivalent to payment directly to the Sender and the release of the Shipment by the Operator is confirmation of receipt of the Sender's payment.
  10. 7.10.10
    The Operator shall transfer the price of the Shipment paid by the Recipient to the Sender by bank transfer to the account within 1 week from the date of its receipt from the Recipient. The day of transfer of funds is considered the day of debiting the funds from the Operator's bank account.
  11. 7.10.11
    Sending a COD is permitted only if it is expressly stated in a separate contract between the Sender and the Recipient that the price of the Shipment, as well as the price for the postal service (including any customs duties and related costs) will be paid under these Terms and Conditions set out in the COD rules and that the Recipient and the Sender have accepted the Transfer24 Payment Service Rules. Otherwise, the Operator is entitled to refuse to accept the Shipment as a COD shipment. By sending a COD, the Sender confirms compliance with this condition and, upon the Operator's request, provides the Operator with the necessary information in this regard.
  12. 7.10.12
    The Operator's liability for funds received from the Recipient begins at the moment when the Operator confirms the receipt of funds.
  13. 7.10.13
    The Sender is liable to the Operator in connection with the request of the Recipients of COD shipments who pay by card for a refund of funds for the so-called refund procedure (if the refund request concerns the content of the Shipment). In this case, the Sender undertakes to pay all fees and expenses incurred by the Operator as a result of the cancellation of the transaction by the issuer of the electronic payment instrument as a result of the recognition of the legitimacy of the complaint filed by the Recipient of COD (payment cancellation).
  14. 7.10.14
    The Sender is obliged to pay the Operator the price for the delivery of the COD, which the Recipient refused to pay. The Shipment not delivered to the Recipient is subject to storage at the central warehouse and possible return under the conditions specified in Article 4.1.12. of these Terms and Conditions.
11. 7.11
  "Payment upon receipt" provides the Recipient with the opportunity to pay the price of the postal service (including any customs duties and related costs) upon receipt from the authorized representative of the Operator who delivers the Shipment under the following conditions:
  1. 7.11.1
    Payment for the delivery of the Shipment can be made via the Internet framework in the Operator's mobile application using a payment card or Apple Pay or Google Pay payment services, or in cash. If the Recipient refuses to pay the delivery price, the Shipment will not be issued to him; the price for its The Sender is obliged to pay the Operator for delivery. A Shipment not delivered to the Recipient is subject to storage at the central warehouse and possible return under the conditions specified in Article 4.1.12 of these Terms and Conditions.
12. 7.12
  "Refusal to accept a shipment" gives the Sender and the Recipient the opportunity to refuse to accept a Shipment. The refusal is considered to have been submitted if the Sender and the Recipient of the shipment submit it in writing to the Branch, by telephone or electronically (including to the company account, in the mobile application). After the Sender and the Recipient refuse to accept the Shipment, the Shipment is considered a Shipment that cannot be delivered or returned, and is therefore subject to opening pursuant to Section 8 of the Postal Services Act, sale pursuant to Section 9 of the Postal Services Act, or destruction pursuant to Section 10 of the Postal Services Act.
8
LIST OF PROHIBITED CONTENTS OF SHIPMENTS AND PERMITTED DANGEROUS GOODS WITH SPECIAL PACKAGING REQUIREMENTS. The shipment must not contain:
1. 8.1
  Products that require special temperature conditions or have a shelf life of up to 5 days (the shelf life is indicated on the packaging), chilled or frozen products, dairy products.
2. 8.2
  Currencies: national currency (except numismatic coins and sets), foreign currency, securities.
3. 8.3
  Medicines and narcotics: medicines that require special storage and transportation conditions (including hydrogen peroxide), ethyl alcohol, veterinary and immunobiological medicines. Psychotropic substances and precursors, their analogues and precursors subject to special control in accordance with the law.
4. 8.4
  Any kind of animal, insects, animal remains, raw fur.
5. 8.5
  Firearms and their individual parts: firearms of all types, main parts of firearms, shooting equipment, rubber-coated bullets or similar non-lethal ammunition, cold weapons and other items specifically intended for attack and defense (knives, spikes, canisters with paralytic liquid, etc.), ammunition, explosives, explosive objects or other dangerous substances, flammable substances.
6. 8.6
  Hazardous substances: hydrogen peroxide, acids, high-octane oxygen-containing substances (chemical compounds similar to gasoline), as well as liquids and substances in containers or other packaging with labels (markings) with hazard designations of classes 1 to 7, including: flammable, explosive, radioactive substances and products, as well as other hazardous products with the appropriate markings, "explosive gases", "explosive gases", "explosive gases", "explosive gases", flammable substances", "poisonous and infectious substances", "oxidizing substances", "radioactive substances", "corrosive and corrosive substances", "other hazardous substances and products"), poisonous plants, asbestos and products made from it (pipes, slate, etc.).
7. 8.7
  Batteries: all batteries used.
8. 8.8
  Lamps and reflectors: fluorescent lamps and other products containing mercury.
9. 8.9
  Cylinders/containers/fire extinguishers: cylinders, containers, fire extinguishers filled with liquid/gases (propane, butane, isobutane and other flammable gases).
10. 8.10
  Hydrogen peroxide: in all concentrations and packaging forms.
11. 8.11
  Acids: in any concentration or container, including products containing any amount of acid, hydrogen peroxide or other chemical compounds with oxidizing agents (regardless of concentration).
12. 8.12
  Any pyrotechnic products.
13. 8.13
  Liquid containers: containers with liquids with a label/marking, marking of hazard class from 1 to 7, without a production label/ marking with information on the name of the substance, technical properties and storage conditions, as well as with traces of peeling or pasting over other labels and symbols on the original labels/stickers, with the absence/danger of joints with high-octane gases, sealed cardboard, opaque foil, tape or other packaging material or wrapped (except the manufacturer's original packaging with information about the name of the substance and its properties).
14. 8.14
  other items prohibited by applicable laws or regulations of any of the countries in which the Shipment is transferred, transported or delivered;
15. 8.15
  objects that are contaminated and may damage other objects or the health of people or animals.
16. 8.16
  Despite the above list, the Operator carries out the transport of dangerous goods (in accordance with the UN Model Regulations Rev. 22 (2021)[1]) in accordance with the packaging conditions set out for this type of goods in Annex A of the European Agreement concerning the International Carriage of Dangerous Goods by Road (ADR), promulgated by Regulation of the Ministry of Foreign Affairs No. 13 Collection 8/2
  1. 8.16.1
    substances classified in hazard classes 8 and 9, with the exception of acids (regardless of concentration) and substances containing any amount of acid, hydrogen peroxide or other chemical compounds with oxidizing properties;
  2. 8.16.2
    chemicals classified in hazard classes 2 and 3, in containers (packaging) approved by the manufacturer for transport:
    a)
    paints: in metal containers with a maximum capacity of 10 litres (quantity is not limited);
    b)
    automotive oils (engine, transmission) without restrictions on container volume.
    c)
    human biological material in the form of swabs (including from the oral cavity).
17. 8.17
  If the Operator has reasonable suspicion that the Shipment contains or may contain goods about which it is obliged to notify state authorities in accordance with applicable legal regulations, it is obliged to notify the relevant authorities.
18. 8.18
  If, as a result of a Shipment with unacceptable or inappropriately packaged content, the Operator, its employee or a third party suffers damage in connection with the provision of the Postal Service, the Sender is obliged to compensate for these losses in full.
9
Complaints – GENERAL PROVISIONS
1. 9.1
  For the purposes of this section on complaints, as well as the section on complaints made by consumers, the following applies:
  1. 9.1.1
    “Damage” – any change in condition, i.e. a change in the quality, dimensions, structure, stability, composition or objects constituting the Shipment that can be removed by repair, or a change in condition that cannot be removed by repair but which still allows the item to be used for its original purpose. Unless expressly stated otherwise in these Terms and Conditions, damage also includes the loss or depletion of part of the contents of the Shipment.
  2. 9.1.2
    “Destruction” – such a change in the condition of the items constituting the Shipment that cannot be removed by repair and the item cannot be used for its original purpose.
  3. 9.1.3
    "Lost" – a situation when the Sender and the Recipient are notified by the Operator that the Shipment will not be delivered to the Recipient or returned to the Sender due to its loss or theft, or when the Shipment is not handled in any of the ways provided for in these Terms and Conditions even within 6 months from the date of conclusion of the Postal Services Agreement.
  4. 9.1.4
    “Claim” – a method of exercising rights arising from liability for defective performance of the contract for the provision of Services and/or for compensation for damages by the Customer.
    
    The Customer to whom the Operator is liable for damage incurred in the provision of postal services, and who therefore has the right to compensation for damage to the Shipment in the event of Damage, Destruction or Loss of the Shipment, is the Sender until the moment of delivery of the Shipment to the Recipient. After this delivery, the Customer who has the right for compensation for damage to the Shipment, the Recipient. In the event of Loss of the Shipment, the Sender always has the right to compensation for damage, given the impossibility of delivery to the Recipient.
    
    The Customer who is entitled to exercise rights arising from defective performance in relation to the postal service itself is the Customer who paid the price for the postal service in question or is required to pay it under these Terms and Conditions.
    
    Any other damage is only claimed by the Customer who has demonstrably incurred it as a result of the Operator's breach of obligations.
    
    The Customer has no right to compensation for damages or rights arising from defective performance if he has already exercised such rights in connection with the delivery of a specific Shipment against a contractual partner of the Operator and his claim has been demonstrably fully satisfied by this partner; if his claim has been satisfied only in part, he is entitled to exercise the claim against the Operator to the extent to which he was not satisfied.
  5. 9.1.5
  6. 9.1.6
    “Defective Performance” – provision of the Service by the Operator in violation of the contract and these Terms and Conditions, in particular, but not exclusively, Damage, Destruction or Loss of the Shipment, failure to make an attempt to deliver the Shipment to the Recipient or unauthorized return of the Shipment to the Sender.
2. 9.2
  The Operator is liable for Damage, Destruction or Loss of the Shipment only to the extent specified in these Terms and Conditions or agreed in the Postal Services Agreement.
  
  In the event of Damage, Destruction or Loss of the Shipment, compensation for damage will be paid in an amount not exceeding the Declared Value of the Shipment. In the event that the Shipment is subject to the Declared Value Guarantee, the Declared Value will be paid to the authorized Customer in full, otherwise only in a proven amount not exceeding the Declared Value.
  
  The Operator is liable only for actual damage to the Shipment, not for lost profit, expected income, non-pecuniary damage or other indirect damage.
3. 9.3
  Rules for filing a complaint
  1. 9.3.1
    Each Complaint must contain information about the Customer, the subject of the complaint, a description of what constitutes a defective performance, in the case of Damage/Destroy/Loss a description of the nature, extent and amount of the Damage/Destroy/Loss, and in the case of Damage, Destruction or partial loss of the contents of the Shipment also photographic documentation of the contents of the Shipment and the transport packaging. A report of Damage/Destroy/Loss is also considered a complaint if it contains all the elements of a complaint.
  2. 9.3.2
    If the Complaint does not contain all the necessary information or must be supplemented with other information or documents, the Operator is entitled to ask the Customer to supplement it. The Customer has 10 Business Days from the date of receipt of the request to supplement the Complaint. The period for settling the Complaint does not run from the submission of the request to supplement the Complaint until the Complaint is supplemented.
  3. 9.3.3
    If the Guarantee of Return of the Declared Value is not applied, the quantification of the actual Damage/Destroyed/Loss must be properly documented, in particular by a credible tax document or invoice on the basis of which the item and/or substances constituting the contents of the Shipment were purchased; in the case of Damage, it is also necessary to document the costs incurred or expected to repair the contents of the Shipment, if the Damage is subject to the necessity of repair. If a claim of a VAT payer is asserted against the Operator, it must be asserted excluding VAT.
4. 9.4
  Procedure for submitting a complaint
  1. 9.4.1
    The Customer may submit a complaint in writing, electronically or orally to the Branch office.
    
    The right to compensation for damages must be exercised without undue delay after the reason for the complaint has been established, i.e. after the defect has been discovered, but no later than 3 working days from the delivery of the Shipment to the Recipient or its return to the Sender.
    
    Damage or Destruction of the Shipment must be claimed immediately after receipt of the Shipment (in the case of delivery of the Shipment to the Branch before by leaving the Branch, in other cases electronically – including photo documentation of the packaging and contents – immediately after receipt of the Shipment).
    
    In the event of non-delivery of the Shipment, the claim must be made within 7 days from the date on which delivery should have taken place, if a final deadline applies to delivery, or from the date on which the Shipment was handled other than by delivery to the Recipient; in the event of a claim for Loss, within 7 days from the date on which 6 months have passed since the conclusion of the Postal Services Agreement.
    
    Late complaints will be rejected. Complaints can be submitted via electronic communication at the Operator's e-mail address: customer_care_cz@novapost.com or via the Website.
5. 9.5
  Complaint Handling
  1. 9.5.1
    The Operator will confirm receipt of the Complaint to the Customer in an appropriate manner.
  2. 9.5.2
    The Customer is obliged to enable the Operator to determine the actual extent of the Damage/Destruction of the Shipment. For the reasons stated above, the Customer is obliged to ensure that the Shipment has not been tampered with in any way and to preserve the packaging in which the Shipment was delivered as intact as possible. For the same reason, the Shipment may not be destroyed or transported to another location without the Operator's consent. In the case of damaged or destroyed Shipments, or Shipments with part of the contents missing, the Customer is obliged to allow or ensure that the Shipment is also inspected by a representative of the Operator's insurance company. The Customer is aware of the fact that in the event of failure to comply with the Customer's obligations set out in this paragraph, there may be a risk of a lack of evidence of Damage/Destruction, which may lead to the Operator's rejection of the Claim.
  3. 9.5.3
    The Customer is obliged to transfer to the Operator free of charge the ownership right, or ensure the transfer of the ownership right, to the Damaged/Destroyed Shipment at the moment when the Operator notifies the Customer that it acknowledges its liability for the Damage/Destroyed and that the Damage/Destroyed will be paid in full in the amount of the Declared Value of the Shipment.
  4. 9.5.4
    The Operator is obliged to settle (i.e. inform the Customer about the settlement of the Claim) each duly submitted and complete Claim within 30 days of the submission of all required documents by the Customer based on the delivered Claim.
  5. 9.5.5
    The actual reimbursement of a properly filed and recognized Complaint by the Operator shall be made within 20 Business Days from the date of recognition of the Complaint by the Operator; this does not apply to Customers who are Consumers. The Customer is not entitled to offset the right to compensation for damages against the Operator's right to payment for the Services; this provision does not apply to customers who are Consumers. If the right to the Declared Value has arisen as a result of defective performance, reimbursement of the complaint shall be understood as payment of the Declared Value only, unless there is a complete Loss or Destruction of the Shipment; this provision does not apply to customers who are Consumers. If there is a complete Loss or Destruction of the Shipment, the Corporate Customer who paid for the Postal Service or is required to pay for it under these Terms and Conditions also has the right to a refund of the price of the provided Postal Service.
    
    In the event that the lost Shipment or any part thereof is found at any time during the Claim Procedure, the Customer's Claim shall be deemed rejected in the part in which the Shipment was found, at the moment when the Customer gains the opportunity to dispose of the Shipment or its relevant part; the Operator shall notify the Customer in writing of the rejection of the Claim for this reason. If the Customer finds the Shipment, he is obliged to inform the Operator thereof. If the Operator has paid a payment for Loss or Damage before the Shipment or its part was found, the Customer is obliged to return this amount to the Operator upon receipt of the found Shipment or its part, within 30 days of receipt of the Shipment or its part by the Customer. This provision does not apply to Customers who are Consumers.
    
    In the event of a defective performance other than Loss, Destruction or Damage to the Shipment (in particular, failure to attempt to deliver the Shipment to the Recipient, unauthorized return of the Shipment to the Sender, or delayed delivery in the event that a final deadline applies to delivery), the Corporate Customer who has paid for the Postal Service or is required to pay for it under these Terms and Conditions has the right to:
    in the event of the possibility of correcting a defect in the provided Service, the right to its proper provision or proper completion;
    in the event of an irreparable material defect in the Service, the right to a full refund of the price of the provided Services;
    in the event of an irreparable minor defect in the Service, a reasonable discount on the price of the Service.
6. 9.6
  Procedure for Rejecting a Complaint
  1. 9.6.1
    In the following cases, the Operator is entitled to reject the Complaint:
    a)
    the case has been or is being dealt with by a court or another authority has already decided on the subject of the dispute;
    b)
    The complaint was not filed on time, unless mandatory legal regulations provide otherwise;
    c)
    the documents specified in these Terms and Conditions to prove the legitimacy of the Claim are not submitted;
    d)
    The complaint does not contain all the necessary elements and the Customer, upon request and within the period specified, did not add to the conditions;
    e)
    The provision of Services in violation of the contract or these Terms and Conditions has not been found, or the Operator is not liable for such a violation under these Terms and Conditions, the contract with the Customer, or applicable legal regulations.
7. 9.7
  If the Operator does not comply with or does not handle the Complaint regarding a defect in the provided Postal Services, the Customer may file an objection with the Czech Telecommunications Office, with its registered office at Sokolovská 219, Prague 9, postal address: PO BOX. 02, 225 02 Prague 025, https://www.ctu.cz/, to initiate proceedings to object to the handling of the Complaint, without undue delay, but no later than 1 month from the date of delivery of the decision on the Complaint or the futile expiry of the deadline for its handling, otherwise the right to file an objection shall lapse. Filing an objection is subject to an administrative fee.
8. 9.8
  The rules for handling complaints regarding the provision of money transfer services are set out in the Payment Services Rules of Transfer24 sp. z oo.
10
INFORMATION SPECIFIC TO COMPLAINTS RELATING TO CONSUMER RIGHTS
1. 10.1
  In addition to the general provisions under Article 9 of these Terms and Conditions, which are not intended only for Corporate Customers, the Consumer has the rights set out below in this section of these Terms and Conditions against the Operator in the event of defective performance of the Services.
2. 10.2
  In the event of a defect in the provision of the Services, the Consumer has rights against the Operator arising from defective performance, as set out below in this section of these Terms and Conditions.
3. 10.3
  If the defect is remediable, the Consumer has the right to choose from the following rights:
  1. 10.3.1
    ensuring the repeated provision of the Service;
  2. 10.3.2
    completion of the proper provision of the Service;
  3. 10.3.3
    to a reasonable discount on the service provided;
  4. 10.3.4
    withdrawal from the contract in the event of a remediable but serious defect for which the exercise of any of the above rights would be clearly inadequate.
4. 10.4
  If the defect cannot be removed, the Consumer has the choice of the following options:
  1. 10.4.1
    a reasonable discount;
  2. 10.4.2
    withdrawal from the contract.
5. 10.5
  The Consumer is obliged to inform the Operator about the choice of the right from defective performance when reporting the defect or without undue delay thereafter. The Consumer cannot change his right of choice without the Operator's consent. If the Consumer does not choose a certain option, the Operator will do so.
6. 10.6
  If the Consumer has a right arising from defective performance under this section of these Terms and Conditions, he is also entitled to compensation for duly documented expenses incurred in exercising this right.
  
  The above rights belong to the Consumer who has paid or is to pay for the Postal Service, even if it is This Consumer will be refunded the damage to the Shipment up to the amount of the Declared Value, or the entire Declared Value based on the Guarantee of Return of the Declared Value, in accordance with these Terms and Conditions.
7. 10.7
  Rules for submitting a Consumer complaint
  1. 10.7.1
    If the Complaint does not contain all the essentials as stipulated in the general provisions on complaints, or it needs to be supplemented with additional information or documents, the Operator is entitled to ask the Consumer to supplement it. The Consumer has 30 days from the date of delivery of the request to supplement the complaint. The period for settling the complaint does not run from the submission of the request to supplement the complaint until the completion of the complaint.
8. 10.8
  Procedure for submitting a complaint
  1. 10.8.1
    The Consumer may file a complaint in writing, electronically or orally in the protocol at the Branch.
  2. 10.8.2
    Filing a complaint via electronic communication is possible at the Operator's e-mail address: customer_care_cz@novapost.com or via the Website.
9. 10.9
  Complaint processing
  1. 10.9.1
    The Operator must immediately inform the Consumer of the receipt of the complaint.
  2. 10.9.2
    The Operator is obliged to settle (i.e. inform the Customer about the settlement of the Claim) each duly filed and complete Claim within 30 days of receiving the Claim, including the payment of any monetary claims of the Customer arising from the Claim. This does not affect the limitation of time under Articles 10.7.1 and 10.9.3. of these Terms and Conditions. If the right to compensation for the Declared Value has arisen as a result of defective performance, the payment of the claim shall be understood as the payment of the compensation for the Declared Value under these Terms and Conditions together with any partial or full refund of the price paid for the claimed service, if the same Customer is entitled to receive both payments.
  3. 10.9.3
    If documentation from the authorities involved in the criminal proceedings, an insurance company or another authority or institution is required to settle the claim, the period for settling the claim shall not start until the Operator receives such documentation, if the Customer requests to wait with settling the claim until such documentation is received. Otherwise, the claim shall be decided within 30 days even without such documentation.
10. 10.10
  The consumer is entitled to compensation for costs demonstrably incurred by exercising rights arising from defective performance within 1 month of the expiry of the period for asserting defects.
11. 10.11
  If the Operator does not comply with or does not handle the Complaint regarding a defect in the provided Postal Services, the Customer may file an objection with the Czech Telecommunications Office, with its registered office at Sokolovská 219, Prague 9, postal address: PO BOX 02, 225 02 Prague 025, https://www.ctu.cz/, to initiate proceedings to object to the handling of the Complaint, without undue delay, but no later than 1 month from the date of delivery of the decision on the Complaint or the futile expiry of the deadline for its handling, otherwise the right to file an objection shall lapse.
  
  Filing an objection is subject to an administrative fee. The consumer may also use the online dispute resolution platform set up by the European Commission at http://ec.europa.eu/consumers/odr/.
11
Procedure for opening a shipment
1. 11.1
  The Operator is entitled to open the Shipment in accordance with the provisions of Section 8 of the Postal Services Act if:
  1. 11.1.1
    The shipment cannot be delivered and cannot be returned at the same time, or cannot be returned under the Postal Services Agreement;
  2. 11.1.2
    there is reasonable suspicion that it contains an item that is considered dangerous under these Conditions or an item the postal carriage of which is not permitted under these Conditions;
  3. 11.1.3
    has been damaged;
  4. 11.1.4
    there is reasonable suspicion that damage has occurred or may occur prior to delivery; or
  5. 11.1.5
    it is necessary to fulfill the Operator's obligations under applicable legal regulations.
2. 11.2
  The provisions of Article 11.1 do not apply to a Shipment whose external arrangement clearly states that it is inviolable under an international treaty that is part of the legal order of the Czech Republic.
3. 11.3
  If possible and appropriate considering the circumstances, the Operator will invite the Sender to open the Shipment. If the Sender is not present when the Parcel is opened, two natural persons authorized by the Operator must be present at the opening. If, due to the circumstances, it is possible to ensure the presence of only one natural person authorized by the Operator, the Parcel may be opened only on condition that another suitable natural person is present as a witness. If there is a particularly serious risk of delay, the Parcel may be opened by one person, who is obliged to immediately summon another person as a witness as soon as possible.
  
  A written record shall be made of the opening of the Shipment; if the Sender was present when the shipment was opened, the Operator shall issue a copy of the record to him upon request. The Operator shall issue a copy of the record to the recipient upon delivery of the shipment, or to the sender upon its return.
  
  This provision does not apply to the repair of the packaging of a postal item, in which the original packaging is at least partially preserved and the original packaging is not opened.
4. 11.4
  The Operator is obliged to inform the Recipient about the opening of the Shipment upon delivery or the Sender upon the return of the Shipment.
5. 11.5
  The contents of the Shipment may be inspected upon opening only to the extent necessary to ensure the purpose of opening the Shipment.
6. 11.6
  When opening, the protection of information protected under applicable laws or other legal regulations must be ensured, in particular postal secrecy and correspondence secrecy. The Operator is not authorized to familiarize himself with the content of any documents contained in the Shipments.
12
Procedure for selling or disposing of a shipment
1. 12.1
  The Operator is entitled, in accordance with the provisions of Section 9 of the Postal Services Act, to sell the Shipment or part thereof after 1 year from the date of its acceptance by the Operator, or in the case of its storage in a central warehouse, within 1 year from the date of its acceptance in the central warehouse, if:
  1. 12.1.1
    The shipment cannot be delivered and cannot be returned or will not be returned; or
  2. 12.1.2
    there is reasonable suspicion that the contents of the Shipment will deteriorate before delivery.
2. 12.2
  The Operator may sell the Shipment or part thereof only after opening the Shipment in accordance with these Conditions.
3. 12.3
  When selling a Shipment or part thereof, the Operator takes into account whether the sale is reasonably advantageous for the Sender.
4. 12.4
  If possible, the proceeds from the sale, after deducting the costs of storage, the costs of sale and the unpaid part of the price (“Net Proceeds”), shall be transferred by the Operator to the Sender. If the Net Proceeds have not been delivered, the Sender has the right to request its release within one year of the sale of the Shipment or part thereof. After this period, the right to release the Net Proceeds ceases and the Net Proceeds are forfeited to the Operator.
5. 12.5
  In particular, the Operator will not sell the Shipment if the costs of selling the Shipment are disproportionate to the sales proceeds.
6. 12.6
  In accordance with the provisions of Section 10 of the Postal Services Act, the Operator is entitled to dispose of the Shipment or part thereof after one year from the date of its acceptance by the Operator, or in the case of its storage in a central warehouse, within 1 year from the date of its acceptance in the central warehouse, if the contents of the Shipment have become completely or partially worthless.
7. 12.7
  The Operator is entitled to dispose of the Shipment or part of it before the expiry of the agreed period if this is necessary to ensure the protection of human health.
8. 12.8
  If the Shipment is not sold and cannot be delivered and at the same time cannot be returned or is not to be returned under the Postal Services Agreement, the Operator will destroy it after 1 year from its receipt by the Operator.
9. 12.9
  The sale or disposal of a consignment or part thereof must be attended by two natural persons authorised by the Operator. If, due to the circumstances, it is possible to ensure the presence of only one natural person authorised by the Operator, the sale or disposal may only be carried out on the condition that another suitable natural person is present as a witness.
  
  A written record of the sale or disposal of a shipment or part thereof shall be made and kept. If only part of the shipment has been sold or disposed of, a copy of the record shall be issued by the Operator to the recipient upon delivery of the postal shipment, or to the sender upon its return.
10. 12.10
  The provisions of this section of the Terms and Conditions do not apply to a Shipment whose external arrangement clearly states that it is inviolable under an international treaty that is part of the legal system of the Czech Republic. The contents of a Shipment to which correspondence secrecy applies cannot be sold.
11. 12.11
  The Operator has the right, at the request of the Sender or Recipient, based on the confirmation received (in the application, via SMS, e-mail, etc.), to sell or dispose of the undelivered Shipment or part thereof before the expiration of 1 year from the date of its receipt by the Operator, in accordance with the procedure and in accordance with the requirements of the legal regulations of the Czech Republic.
12. 12.12
  A Shipment that cannot be delivered and cannot be returned is also considered to be a Shipment whose acceptance was refused by both the Sender and the Recipient, of which the Operator has made a record (recording of a call, e-mail or other written consent of the Sender and the Recipient), as well as a Shipment stored in the Operator's central warehouse, the delivery of which to the Recipient (if possible under these Terms and Conditions) or its return to the Sender within the meaning of Article 4.1.12. of these Terms and Conditions has not been requested within one year from the date of its storage in the central warehouse.
13
LIABILITY of the Operator. Compensation. Incorrect provision or failure to provide postal services
1. 13.1
  The rules of the Operator's liability for defective provision of the service or other breach of the contract with the Customer are governed by the Civil Code, the Postal Services Act and these Terms and Conditions.
  
  The rights of Customers from defective performance are regulated in these terms and conditions above in the section regulating complaints regarding the provided Services.
2. 13.2
  The Operator, which has concluded a contract with the Sender for the provision of Postal Services, is not liable for non-performance or defective performance of Postal Services if such non-performance or improper performance occurred as a result of:
  1. 13.2.1
    force majeure;
  2. 13.2.2
    for reasons on the part of the Sender or Recipient that were not caused by the fault of the Operator;
  3. 13.2.3
    violation of the Postal Services Act, these Terms and Conditions or applicable laws or other regulations by the Sender or the Recipient;
  4. 13.2.4
    the nature of the goods being shipped.
3. 13.3
  The Operator's liability for damage caused by non-performance or defective performance of Postal Services is not limited and is subject to the principles of liability for damage established by general legal regulations in the event of such non-performance or defective performance, which:
  1. 13.3.1
    is the result of intentional actions of an employee of the Operator or a person authorized to act on behalf of the Operator or other persons used by the Operator.
4. 13.4
  Notification of damage resulting from defective performance or non-performance of Postal Services by the Operator shall be submitted in writing, by e-mail to customer_care_cz@novapost.com or via the Website, or in person to the protocol at the Operator's registered office or at a Branch.
5. 13.5
  The Operator will assess the notification of damage resulting from defective performance or non-performance of Postal Services under the conditions set out for the procedure for submitting a Complaint.
6. 13.6
  For damage caused by non-performance or defective performance of Postal Services, the Customer is entitled to:
  1. 13.6.1
    rights arising from defective performance under applicable law and these Terms and Conditions above;
  2. 13.6.2
    compensation for the Declared Value according to these Terms and Conditions, if Damage, Destruction or Loss of the Shipment has occurred; compensation for other damage, if it is proven that it arose as a result of non-performance or defective performance of Postal Services, for which the Operator is responsible.
7. 13.7
  The Operator's liability for damage in the case of domestic transport is in all circumstances strictly limited to a maximum amount of CZK 100,000 (including VAT) per Shipment, except in cases where it is expressly stipulated or otherwise expressly agreed with the Corporate Customer in the Postal Services Agreement.
8. 13.8
  The Operator's liability for damage in the event of cross-border transport is in all circumstances strictly limited to a maximum amount of CZK 100,000 (including VAT) per Shipment, except in cases where it is expressly stipulated or otherwise expressly agreed with the Corporate Customer in the Postal Services Agreement.
9. 13.9
  The Operator's liability for any damage is further strictly limited to actual direct damage caused to the Customer, subject to the limitations set out in these Terms and Conditions. The Operator's liability for non-pecuniary damage and other types of consequential damage (e.g. lost profits, loss of business opportunity, loss of goodwill, rights of third parties, contractual penalties, penalties, costs associated with filing a complaint or other consequential damage) is excluded, even if the Operator has been informed in advance of the risk of such damage.
14
Force Majeure
1. 14.1
  Neither party shall be liable for any damage, defective performance or breach of the Postal Services Agreement or for any delay in the performance of obligations arising therefrom if such circumstances were caused by force majeure. If a delay in the performance of obligations under this Agreement by one of the parties is caused by force majeure, the deadline for performance of the obligation shall be suspended for a period corresponding to the duration of the force majeure circumstances and the parties affected shall continue performance as soon as the obstacle caused by force majeure has ceased. The party so affected shall use all commercial efforts to inform the other party as soon as possible and to state the extent and nature of the force majeure as soon as possible.
2. 14.2
  Both parties shall use reasonable efforts to mitigate the consequences of force majeure on the performance of their obligations. If, due to force majeure, the Operator is only able to fulfill its obligation at the cost of increased additional costs, the Customer shall bear these reasonable and agreed costs.
3. 14.3
  Force Majeure means any event or unforeseeable circumstance beyond the reasonable control of the parties which, despite all reasonable efforts, could not have been avoided or prevented and which was not caused by the errors or omissions of the parties so affected. These include, but are not limited to, acts of any government or other authority, war or national emergency, riots, civil commotion, terrorism, piracy, fire, explosion, flood, computer viruses, cyber attacks, adverse weather, epidemics, pandemics, lockouts, strikes and other disputes (whether involving the employees of the party or its subcontractors).
4. 14.4
  Suspension or restriction of the provision of Postal Services in accordance with Article 14.3 of these Terms and Conditions may be in the entire territory or part thereof where the Operator provides Postal Services. The Operator will post information on the suspension or restriction of the provision of Postal Services on the Website.
5. 14.5
  The Operator may extend the duration of the suspension or restriction of the provision of Postal Services in accordance with Article 14.3 of these Terms and Conditions for up to 10 Business Days after the end of the circumstances that caused its introduction, as announced on the Website.
15
Protection of personal data and postal secrecy
1. 15.1
  In connection with the performance of the Postal Services Agreement and the provision of postal services, the Sender provides the Operator with personal data of the Sender and third parties, in particular the Recipient, e.g.: name, surname, address, telephone number and e-mail address ("Personal Data").
2. 15.2
  The Sender declares that the Personal Data were obtained in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (hereinafter referred to as the “GDPR”) and that the Sender has provided the third party with all information pursuant to the GDPR and has fulfilled all obligations pursuant to the GDPR so that the Personal Data can be transferred to the Operator and so that the Operator can properly exercise its rights and obligations under the Postal Services Agreement. If the Sender’s statement referred to in the previous sentence proves to be false or misleading, the Sender undertakes to compensate the Operator for any damage it may incur as a result.
3. 15.3
  The Operator is authorized to process and will process Personal Data in the position of the controller for the purpose of transporting and tracking Shipments, customer support, fulfilling its legal obligations, statistics and overviews, internal control and records and protecting its legal claims. In the case of Customers who have entered into a contractual relationship with the Operator, the Operator is authorized to process their Personal Data also for sending commercial communications from the Operator itself in electronic form within the meaning of Section 7, paragraph 3 Act No. 480/2004 Coll., unless the Customer refuses such sending.
4. 15.4
  In connection with the exercise of rights and obligations arising from the Postal Services Agreement, the Operator is entitled to transfer or otherwise make Personal Data available to the Operator's contractual partners who, for the Operator, ensure in particular the transport, collection, handling, delivery or storage of Shipments for the purpose of delivery in accordance with and in accordance with the principles of personal data processing pursuant to Article 18.6 of these Conditions.
5. 15.5
  If the Shipment is delivered to a country that is not a Member State of the European Union, the personal data of the Senders and Recipients, or natural persons acting on their behalf, may be transferred to contractual partners established outside the European Union, as processors for the purpose of fulfilling the Postal Services Agreement. In the case of countries for which there is no decision of the European Commission ensuring an adequate level of personal data protection, the transfer of personal data is carried out in compliance with the conditions set out in Article 46 of the GDPR, when appropriate guarantees for the purposes of the transfer of personal data are provided on the basis of a contractual relationship with such a partner through standard clauses on the protection of personal data adopted by the European Commission pursuant to Commission Implementing Decision (EU) 2021/914 of 4 June 2021 on standard contractual clauses for the transfer of personal data to third countries pursuant to Regulation (EU) 2016/679 of the European Parliament and of the Council.
6. 15.6
  Depending on the agreed method of Postal Service, the Operator undertakes to enable the Sender to use a secure interface for the transmission of Personal Data to the Operator. The Sender is responsible for the security of Personal Data when transmitting it to the Operator in a manner other than via a secure interface. The Operator uses appropriate technical and organizational measures to protect Personal Data against accidental or unlawful destruction or accidental loss, alteration, unauthorized disclosure or access.
7. 15.7
  Further information and personal data processing policies are available on the Website.
8. 15.8
  All Personal Data provided to the Operator under these Terms and Conditions are protected as postal secrets within the meaning of Section 16 of the Postal Services Act and are subject to the Operator's obligation of confidentiality. The Operator may provide such Personal Data only under the conditions set out in applicable law or other regulations to persons authorised under Section 16 of the Postal Services Act and to entities and authorities authorised to access such data under applicable laws or other regulations. In accordance with Section 16 of the Postal Services Act, the Operator may make personal data provided to it under these Terms and Conditions available to third parties involved in the provision of the Operator's Services, i.e. in particular in the sending, collection, handling, delivery or storage of the Shipment.
  
  These persons may process this Personal Data solely on the basis of the Operator's instructions, unless they are obliged to process personal data under applicable law or other regulation. The Operator shall take measures to ensure compliance with this requirement and ensure that persons authorised to process Personal Data are bound by confidentiality, unless they are subject to a statutory obligation of confidentiality.
16
Supplementary and final provisions
1. 16.1
  The current version of these Terms and Conditions is available on the Website and at Branches.
2. 16.2
  The Operator will announce changes to these Terms and Conditions, including the Price List, on the Website at least 30 days before the effective date. This information will also be available at any Branch.
3. 16.3
  If the Customer does not express explicit written disagreement with the change within 10 days before the change to these Terms and Conditions comes into force, the new wording of these Terms and Conditions becomes binding for all contractual relationships between the Operator and the Customer within the scope of these Terms and Conditions.
4. 16.4
  To the extent not regulated by these Terms and Conditions, the provisions of applicable legal regulations shall apply, in particular the Postal Services Act, its implementing regulations and the Civil Code.
5. 16.5
  In the event of concluding a contract with an international element, the parties expressly agree that the legal relations between them are governed by the law of the Czech Republic.
6. 16.6
  These Terms and Conditions form an integral part of each Postal Services Contract concluded by the Operator.
7. 16.7
  If any provision of these Terms or any part thereof is held to be invalid for any reason, it shall be deemed to be omitted for that purpose. This shall not affect the validity of the remaining parts of these Terms and Conditions.
8. 16.8
  If any provision of these Terms and Conditions proves to be obsolete or contrary to applicable law, the other provisions of these Terms and Conditions shall remain in force.
9. 16.9
  Unless specific provisions of these Terms and Conditions expressly allow for a deviating agreement between the parties, these Terms and Conditions cannot be deviated from by agreement between the parties.
10. 16.10
  This edition of the Terms and Conditions enters into force on 09.03.2026.

General terms and conditions

2025	Date: 01.05.2025

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TERMS AND CONDITIONS OF POSTAL SERVICES NOVA GLOBAL CZ s.r.o.

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