General terms and conditions

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REGULATIONS ON THE PROVISION OF SERVICES OF NOVA POST Lithuania, UAB dated on 20.03.2023

1. General provisions

1.1. These regulations define the terms of postal and freight forwarding services provided by NOVA POST Lithuania, UAB headquartered at Kareivių str. 11B, LT-09109 Vilnius, entered in the Legal Entity Register administered by the State Enterprise Centre of Registers under registration number 306183981, telephone (+370)5-250-06-09, email support@novapost.lt.

1.2. By handing over the Parcel to the Operator, the Service Receiver confirms that he has read and agrees with the Regulations.

1.3. The current version of the Regulations is available on the Operator’s website.

1.4. For the purposes of these Regulations, the following definitions shall be introduced:

1.4.1. Address – a reference to the place of delivery of a postal item specified by the Sender, or a reference to the place of their return to the Sender;

1.4.2. Address Label – a label with the Address data of the Recipient generated by the Customer when ordering the Postal Service, intended for shipment;

1.4.3. Branch – the facility of the Operator where it is possible to send and receive the Parcels;

1.4.4. Business Customer – a customer of the Operator that uses the Services within the framework of its business activities;

1.4.5. Business Days – ordinary days from Monday to Friday, except Saturdays, Sundays and public holidays in the Republic of Lithuania;

1.4.6. Civil Code – the Civil Code of the Republic of Lithuania;

1.4.7. Company – NOVA POST Lithuania, UAB headquartered in Vilnius, Kareivių str. 11B, LT-09109 Vilnius, registration number 306183981;

1.4.8. Consumer – a natural person who performs a transaction with the Operator that is not directly related to its business or professional activities;

1.4.9. Contract for Freight Forwarding Services – the contract between the Consignee/Sender and the Operator, under which the Operator organises and facilitates the cargo transportation services provided by carriers;

1.4.10. Courier Shipment – a dispatch which is not a Postal Shipment;

1.4.11. Customer – the Business Customer or a Consumer, acting in the capacity as the Sender who uses the Services of the Operator and orders a Postal Service, Freight Forwarding Service or an additional service.

1.4.12. Freight Forwarding Services – services for organising and facilitating the delivery and transportation of Parcels, except for Postal Shipment, within the meaning of the Law on Post;

1.4.13. Law on Post – Law on Post of the Republic of Lithuania;

1.4.14. Operator – the Company; if the context so provides; ‘Operator’ also means an authorized person acting on behalf of the Operator;

1.4.15. Parcel – a Postal Shipment or a Courier Shipment with the indication of the Addressee and Address, submitted for acceptance or received by the Operator for transportation and delivery to the Addressee;

1.4.16. Parcel Locker – a machine which allows sending and picking up shipments from the automated postal boxes using the access data provided by the Operator;

1.4.17. Parcel Shipment Form – the form provided by the Operator when ordering the Services and concluding the Postal Service Agreement and/or Contract for Freight Forwarding Services;

1.4.18. Postal Service(s) – service of delivery of postal items on the territory of Lithuania and abroad within the meaning of the Law on Post, provided by the Operator in accordance with the Regulations;

1.4.19. Postal Service Agreement – the agreement between the Service Recipient/Sender and the Operator under which the Operator provides Postal Services to the Service Recipient;

1.4.20. Postal Shipment – a shipment which is a postal shipment or a mailing within the meaning of the Law on Post;

1.4.21. Postal Transfer – an order for an Operator to deliver a specified amount of money to the addressee;

1.4.22. Pricelist for Freight Forwarding Services – the Operator’s pricelist for Freight Forwarding Services that are not part of the Regulations;

1.4.23. Pricelist for Postal Services – the Operator’s current list of prices for Postal Services and additional services, which are not part of the Regulations and that are published on novapost.lt .

1.4.24. Recipient – a person specified by the Sender as a recipient of the Parcel specified in the postal order;

1.4.25. Regulations – these regulations for the provision of the Services by the Company;

1.4.26. Road Transport Code – the Road Transport Code of the Republic of Lithuania;

1.4.27. Sender – a person who has concluded a Postal Service Agreement with the Operator;

1.4.28. Services – Postal Services and Freight Forwarding Services provided by the Operator;

1.4.29. Unaddressed Printed Forms – written or graphic information without indication and Address of the Addressee, enlarged by printing or similar technique, recorded on paper or other material used for printing, including books, catalogues, magazines or newspapers;

1.4.30. Website – the official website of the Operator at novapost.lt.

2. Catalogue of the Services provided

2.1. The Operator provides the following Postal Services:

2.1.1. processing, sorting, delivery of postal items, including items with a declared value within the meaning of the Law on Post of acceptance, sorting, issuance of Unaddressed Printed Forms;

2.1.2. the forwarding of Parcels and Unaddressed Printed Forms, if performed in conjunction with at least one of the activities referred to above;

2.1.3. the operation of offices of post correspondence exchange, which ensure the acceptance and exchange of post correspondence between the entities using the services of these offices.

2.2. The Operator provides a basic service, which consists in the delivery of Postal Shipment in Lithuania and in international transport in the following variant:

2.2.1. Address–Address – receiving of the Parcel at the Sender’s address and its delivery to the Receiver’s address;

2.2.2. Branch–Branch – receiving of Parcel from the Sender at the branch in the Sender’s city and delivery of this shipment to the Receiver at the branch in the Receiver’s city;

2.2.3. Branch–Address – receiving of Parcel from the Sender in the office in the city of the Sender and its delivery to the address of the Recipient.

2.2.4. Address–Branch – receiving the Parcel from the Sender at the address in the Sender’s city and delivering it to the Branch in the city specified as the Recipient’s city;

2.2.5. Branch–Parcel Locker – receiving the Parcel from the Sender at the office in the city of the Sender and delivering it to the Recipient’s Parcel Locker;

2.2.6. Address–Parcel Locker – receiving the Parcel from the Sender at the address in the Sender’s city and delivering it to the Parcel Locker in the Recipient’s city;

2.2.7. Parcel Locker–Post Branch – receiving a Parcel from the Sender at the Parcel Locker in the Sender’s city and delivering the Parcel to the Office in the city specified as the Recipient’s city;

2.2.8. Parcel Locker–Address – receiving of the Parcel from the Sender in the Sender’s city and delivery of the Parcel to the Addressee’s address.

2.3. The Operator shall provide the following Freight Forwarding Services for Courier Shipment transportation:

2.3.1. collection, sorting, delivery of Courier Shipments, including those with declared value;

2.3.2. pickup, sorting, delivery of Unaddressed Printed Forms;

2.3.3. transportation of Courier Shipment, through relevant transportation companies, organization of transportation, mediation in transportation of cargo.

2.4. The Operator provides Freight Forwarding Services, consisting of organisation of transportation of Courier Shipment within the territory of Lithuania and in international transport in the following variants:

2.4.1. Address–Address – receiving of the Parcel at the Address specified by the Sender and delivery of the Parcel to the Recipient’s specified Address;

2.4.2. Branch–Branch – receiving of Parcel from Sender’s office in Sender’s city and delivery of this Parcel to Recipient’s office in Recipient’s city;

2.4.3. Branch–Address – receiving of Parcel from Sender in the office in the city of Sender and delivery of Parcel to the indicated Address of Recipient.

2.4.4. Address–Branch – receiving of the Parcel from the Sender at the Address in the Sender’s city and delivering the shipment to the Branch in the city specified as the Receiver’s city;

2.4.5. Branch–Parcel Locker – receiving of the Parcel from the Sender at the Sender’s city and delivering the Parcel to the Parcel Locker in the Recipient’s city;

2.4.6. Address–Parcel Locker – receiving of the Parcel from the Sender at the Address in the Sender’s city and delivery of this Parcel to the Parcel Locker in the Recipient’s city;

2.4.7. Parcel Locker – a unit that accepts a Parcel from the Sender at the Parcel Counter in the Sender’s city and delivers the Parcel to the Unit in the city specified as the Recipient’s city;

2.4.8. Parcel Locker–Address – acceptance of the Parcel from the Sender to the Parcel Locker in the Sender’s city and delivery of the Parcel to the Address of the Recipient;

2.5. In case of closure, temporary unavailability or transfer of the outlet or Parcel Locker, the Operator shall have the right to change the place or method of delivery of the Service Receiver upon prior notice to the Service Receiver.

3. General conditions of Postal Services and Freight Forwarding Services

3.1. The Operator shall use the same network of Post Branches and Parcel Lockers for provision of Services.

3.2. Services shall be provided by the Operator to Consumers and Business Customers.

3.3. The Operator shall provide Services on the dates indicated on the Website for this type of Services.

3.4. The Operator provides Services on the territory of the Republic of Lithuania and in international trade, in countries, information about which is placed on the Website.

3.5. The conclusion of the Postal Service Agreement takes place, in particular, by the Operator’s acceptance of the Postal Shipment for transportation and delivery. The Postal Services shall be sold in accordance with the Pricelist for Postal Services published on the Website.

3.6. The conclusion of the Contract for Freight Forwarding Services shall be made, in particular, by accepting the Courier Shipment by the Operator to organize its transportation and delivery. Provision of Freight Forwarding Services shall be carried out in accordance with the Pricelist for Freight Forwarding Services published on the Website.

3.7. Acceptance and delivery of the Parcel shall be performed on Business Days.

3.8. The Postal Service Agreement and/or the Contract for Freight Forwarding Services concluded by the Operator with the Customer who is a Consumer shall be a distance contract within the meaning of the Article 6.2288 of the Civil Code. The Service Recipient, who is a Consumer, shall have the right to cancel the concluded Postal Service Agreement and/or Contract for Freight Forwarding Services within 14 days from the date of its conclusion, unless it has been executed by the Operator. The Consumer may withdraw from the Postal Service Agreement and/or Contract for Freight Forwarding Services by submitting the Customer, who is a Consumer, a statement of withdrawal in writing by e-mail to support@novapost.lt or through the Website.

3.9. The availability of delivery and dispatch to the Parcel Lockers is reported on the Website according to the list of available locations for dispatch on the site. The Operator does not guarantee availability of the Parcel Lockers in a particular territory.

3.10. Delivery of Parcels to the Parcel Locker is possible only to the Parcel Locker on the territory of the Republic of Lithuania.

4. Receiving and issuing Parcels. Provision of Services

4.1. General rules for sending Parcels:

4.1.1. the Parcel must be properly packaged by the Sender, ensuring the safety of the Service and delivery of the contents of the Parcel intact. The Operator may, at the Sender’s request, package the Parcel as an additional service;

4.1.2. the way of packaging the Parcel shall comply with the packaging rules posted on the Website;

4.1.3. the way of packing the Parcel must ensure that it is marked with the corresponding Address Labels;

4.1.4. Parcels exceeding the permissible dimensions or weight limits are accepted for shipment only after prior agreement with the Operator;

4.1.5. if it is necessary to declare the value of the Parcel by the Sender in order to perform the Postal Service, this value must correspond to the actual value of the contents of the Parcel. The declared value of the item may affect the price of the Postal Service in accordance with the applicable Pricelist of Postal Services;

4.1.6. the Sender of the Parcel shall specify the Address of the Recipient or the Address of the Parcel Locker or Branch, where the Parcel is delivered. The Sender is responsible for the correctness of the data specified for delivery by the Operator;

4.1.7. the Sender orders the Service through the Website specifying the type of sending, Address data of the Sender and the Recipient, as well as the method and place of delivery;

4.1.8. after placing the order for the Service through the Website, the Sender gets an opportunity to create an Address Label, which he/she must clearly place on the Parcel of the shipment;

4.1.9. the Sender of the services adds to the Courier Shipment a waybill generated at the time of ordering; 4.1.10. any marking applied by the Sender to the package of the Parcel shall not cover the Address Label and may not contain any content prohibited by law;

4.1.11. the Sender shall pay for the Service in advance according to the selected type of the Postal Service or the Freight Forwarding Service and the Pricelist using the payment methods available on the Website, except for the cash on delivery, paid on the conditions specified by the Regulations;

4.1.12. the Operator shall refuse to enter into a Postal Service Agreement or Contract for Freight Forwarding Services or may withdraw from the agreement if:

a. in the case of Postal Shipment, the Sender does not meet the requirements for the provision
of Postal Services set forth in the Law on Post or the regulations issued on its basis, as well
as in the Regulations;

b. in the case of Courier Shipment, the Sender does not meet the requirements for the provision
of the Freight Forwarding Services specified in the Civil Code or in the regulations issued on
its basis, as well as in the Regulations;

c. the contents or packaging of the Parcel exposes third parties and/or the Operator to damages;

d. there are inscriptions, pictures, drawings or other graphic symbols on the package of the
Sender or in a visible part of its contents which violate the legislation or postal charges, which
do not meet the requirements laid down in the Law on Post;

e. the Service will be performed in whole or in part in a territory not covered by the Operator
unless the Operator has entered into a cooperative agreement authorizing the Service to be
performed outside of that territory;

f. acceptance or transportation of the Parcel is prohibited under separate regulations.

4.1.13. The Operator shall have the right:

a. to refuse to enter into the Postal Service Agreement / Contract for Freight Forwarding Services if the Parcel does not meet the conditions required to enter into the Postal Service Agreement / Contract for Freight Forwarding Services as determined by the Operator;

b. to refuse from the Postal Service Agreement / Contract for Freight Forwarding Services if the Parcel does not meet the conditions specified in the Postal Service Agreement / Contract for Freight Forwarding Services.

4.1.14. If the Operator refuses from entering into / refuses from Postal Service Agreement / Contract for Freight Forwarding Services for the reasons specified above, the accepted Parcel shall be returned to the Sender at the Operator’s expense and the fee for the Service shall be refunded.

4.1.15. After conclusion of the Postal service Agreement / Contract for Freight Forwarding Services with the Sender, the Operator shall mark the received Parcel with the information about acceptance of payment for the Services or the method of its payment and shall allow its identification.

4.1.16. The Parcel that cannot be delivered to the Addressee shall be returned to the Sender by the Operator. For actions related to the return of the Parcel the Operator may demand payment of remuneration in the amount specified in the Pricelist of Postal Services or the Pricelist of Freight Forwarding Services.

4.1.17. The returned Parcel shall be delivered to the Sender on the equal terms of delivery as to the Recipient.

4.1.18. If the Parcel is not returned by the Sender within 7 days from the date of notification of the Sender about the return of the item, it shall be deemed to be an undeliverable item.

4.1.19. In the case of reasonable suspicion that the Parcel can damage other parcels or property of the Operator, the Operator has a right to demand the Sender to open it, and if the attempt to open the Parcel is impossible or unsuccessful, the Operator has the right to protect the Parcel at its expense by security means, including cases related to the mail traffic security.

4.1.20. In case of reasonable suspicion that the Parcel is the subject of a crime or its content poses a threat to people or the environment, the Operator shall immediately notify the relevant authorities and shall maintain and protect the Parcel until the inspection by these authorities.

4.2. Size and weight of the Parcel

4.2.1. The price of the Service may depend on the weight and size of the Parcel in accordance with the Pricelist for Postal Services and/or Pricelist for Freight Forwarding Services.

4.2.2. There are two ways to determine the weight of the Parcel: actual and volumetric. The cost of Services shall be calculated by the greater weight value – actual or volumetric – according to the Pricelist for Postal Services and/or Pricelist for Freight Forwarding Services.

4.2.3. The actual weight shall be determined by weighing the Parcel on the scales.

4.2.4. The volumetric weight is determined on the basis of the external dimensions of the Parcel (whereas the external dimensions in the case of irregular shape are measured according to the most protruding points) using the following formula: Volumetric weight [kg] = Length [cm] x Width [cm] x Height [cm] / 4000.

4.2.5. For Parcels weighing more than 30 kg, they must be securely placed on pallets. 4.2.6. There are the following dimensions of Postal Shipment, on which the cost of Postal Service may depend according to the Pricelist for Postal Services

a. documents – a Postal Shipment containing postcards, papers weighing not more than 1 kg and having dimensions not more than: length – up to 35 cm, width – up to 25 cm, height – up to 2 cm;

b. a Parcel weighting 0-2 kg (actual or volumetric);

c. a Parcel weighting (actual or volumetric) over 2 kg, but less than 10 kg;

d. a Parcel with weighting (actual or volumetric) over 10 kg, but less than 30 kg.

4.2.7. There are different sizes of Courier Shipment, on which the cost of the Freight Forwarding Services may depend according to the Pricelist for Freight Forwarding Services:

a. a shipment weighting (actual or volumetric) more than 30 kg.

4.3. Shipment

4.3.1. Parcels can be accepted by the Operator at the Branch, the Parcel Locker and at the Address specified by the Sender.

4.3.2. The Customer who wishes to send a Parcel fills out a Parcel Shipment Form through the Website and pays the Service fee.

4.3.3. In case the Customer sends a Parcel with a choice of delivery time interval, this may be an additional service, which is paid in accordance with the Pricelist for Postal Services or the Pricelist for Freight Forwarding Services.

4.3.4. After completing the Parcel Shipment Form, the Customer shall generate and print the Address Label, which shall be placed on the Parcel in a visible place.

4.3.5. The generated Address Label shall be valid for 14 days.

4.3.6. Upon completion of the Parcel Shipment Form, the Customer receives the number of the Parcel, by which it is possible to get information about the status of the Service.

4.3.7. When accepting the Parcel, the Operator checks the completeness of the Address data and the payment for the shipment of the Parcel.

4.3.8. If the Operator discovers the absence of the correct Address Label, incomplete Address data or incorrect packaging of the Parcel, or deficiencies in payment for the Service, the Operator has the right to refuse to accept the Parcel.

4.3.9. Receiving the Parcel by the Operator does not mean that the contents of the Parcel have been checked and correspond to the Regulations and the legislation in force.

4.3.10. Parcels in the form of corrugated cardboard packages, connected with each other by stretch film and tape, are not accepted. Three bundled parcels can be sent provided the following conditions are met: the Parcels contain textile products (clothing, fabric, soft goods), the total weight does not exceed 10 kg and the Parcels are connected by at least five layers of stretch film and tape to form a single shipment.

4.3.11. Parcels dispatched after 3 p.m. will be dispatched the next Business Day.

4.3.12. The Sender shall provide a properly packed Parcel or have the option to buy the additional service ‘Packing’, subject to payment of the price indicated in the Pricelist for Postal Services or the Pricelist for Freight Forwarding Services.

4.3.13. If doubts arise that a shipment contains items of a prohibited category (shipments in boxes, crates, packages, wrapped in opaque foil or other packing materials covering the contents, without marking, any identification, unpleasant smell, etc.), the Operator has the right to demand that the Parcel and its contents is checked.

4.3.14. In case of refusal and/or discovery of prohibited contents of the shipment, the Operator shall have the right to refuse from provision of the Service.

4.3.15. The Sender shall provide information to formalize the shipment in accordance with these Regulations.

4.4. Detailed conditions of sending the Parcel to the Branch

4.4.1. if the Sender is the payer of the Service and the form of payment is cash, the Sender shall settle with the Operator’s representative;

4.4.2. the Sender is obliged to inform the Recipient of the number of the Parcel, the date of delivery and familiarize the Recipient with these Regulations;

4.4.3. The following categories of Customers are served at the Branch without a queue:

a. the elderly;

b. persons with disabilities

c. accompanying children under 3 years of age;

d. pregnant women; e. combatants (upon presentation of a relevant certificate).

4.5. Detailed conditions of self-delivery of Parcels to the specified Address

4.5.1. a dispatch by pick-up by the Operator to the Address specified by the Customer is only possible after prepayment for the Service through the Operator’s IT system;

4.5.2. Parcels (Postal Shipment or Courier Shipment, respectively) sent by the Operator to the Address indicated by the Customer cannot exceed 30 kg per shipment, and the maximum length, including the packing, should not exceed 120 cm, and the sum of dimensions should not exceed 150 cm;

4.5.3. the Recipient must allow the Operator’s representative to reach the place indicated as the Address Label, as well as to provide access to a car near the indicated Address (for Parcels with weight over 30 kg) within the distance of not more than 50 meters;

4.5.4. if the total weight of the shipment exceeds 30 kg, the Customer shall ensure loading of the Parcel on the Operator’s vehicle himself;

4.5.5. the Customer shall provide packaging and information support for the Parcel in accordance with the provisions of these Regulations;

4.5.6. in the case the Parcel is sent by the Operator by receiving it at the Address specified by the Customer, the Customer may choose the day and time when the Parcel will be collected by the Operator through the Website when ordering the Service. The Customer is obliged to provide the Operator with an opportunity to collect the Parcel prepared in accordance with the Regulations, at the specified time;

4.5.7. the total time of collection of the Parcel by the Operator shall not exceed 15 minutes;

4.5.8. the Operator shall not issue an invoice upon receipt at the specified Address. In order to receive the invoice, the Customer shall apply to the nearest Branch;

4.5.9. under the conditions provided for sending at the Branch, it is also possible to send the Parcel at the pick-up and delivery point, which is a format of outlet located on the territory of the operating enterprise (grocery store, clothing / home / building materials store, mini-market, pharmacy, etc. ), where it is possible to pick up or deliver only a Parcel with a declared value of less than 10,000 Euro, weighing no more than 30 kg per Address Label / waybill, for which the maximum length of one side of the Parcel does not exceed 120 cm.

4.6. Detailed conditions of shipment of Parcels to the Parcel Lockers

4.6.1. in the case of Parcels received at the Parcel Locker, the maximum permissible weight of the Parcel is 30 kg and its maximums dimensions are 40*30*60 cm. The value of the Parcel received in the Parcel Locker may not exceed Euro 10,000.00.

4.6.2. a Parcel may be put by the Sender in a Parcel Locker if there are available lockers at the Parcel Locker. The Operator does not guarantee the availability of the lockers at any time during the operation of the Parcel Locker.

4.6.3. Sending by placing Parcels in the Parcel Locker is possible after creating the Parcel Label in the Operator’s mobile application;

4.6.4. The list of places where the Parcel Locker service is available is available at: novapost.lt ;

4.6.5. The content of the Parcels sent to the Parcel Locker may not include any prohibited items as per the provisions of these Regulations;

4.6.6. to send the Parcel from the Parcel Locker, it is necessary to use the Operator’s mobile application and authorize in it;

4.6.7. when sending the Parcel to a Parcel Locker, the Customer can send not more than one Parcel per waybill / Address Label;

4.6.8. the Address Label / waybill created in the mobile application is valid for 12 hours from the moment of its’ creation;

4.6.9. the Parcel shipment service via the Parcel Locker is paid only online after the Address Label / waybill is created;

4.6.10. to send the Parcel by placing it in the Parcel Locker using the Operator’s mobile application on the Sender’s phone, the Bluetooth, geolocation and mobile Internet functions must be disabled;

4.6.11. the Parcel Locker shall be opened using the Operator’s mobile application; after the Parcel is placed in the Parcel Locker, the Sender should close the locker and confirm the placement of the Parcel by pressing the corresponding button in the Operator’s mobile application;

4.6.12. after the Customer receives information from the Operator on pick-up of the Parcel from the Parcel Locker, the Addressee will receive SMS message about the beginning of the delivery of the Parcel to the Addressee;

4.6.13. if the Parcel does not fit into the cell of the Parcel Locker or the Parcel Locker has detected a technical failure during the shipment, the Sender shall have the possibility to send the Parcel to the Branch or order the self-delivery of the Parcel to the specified Address;

4.6.14. if there are problems with creating the Address Label / waybill, opening the Parcel locker, placing the Parcel in the Parcel Locker or other problems when sending the Parcel through the Branch, the Sender can get help by calling the contact number of the customer service centre.

4.6.15. The Parcel distribution schedule is available on the Website.

4.6.16. The terms of use of partner’s mailboxes are available at their Websites.

4.7. General rules of delivery of Parcels

4.7.1. Parcels shall be delivered by the Operator to the Recipient’s Address specified by the Sender, to a Branch or a Parcel Locker;

4.7.2. the anticipated period of delivery is from 5 to 10 Business Days;

4.7.3. the same Business Day delivery as an additional service entitles to sending of the Parcel by the Sender before 12:00 p.m. of a certain day; this service is only available for deliveries within Lithuania and under the condition that the city of the Recipient is the same as the city of the Sender;

4.7.4. delivery of Parcels with guaranteed time of delivery is possible under the conditions agreed with the Customer in the individual Postal Services Agreement and/or the Contract for Freight Forwarding Services under the conditions specified therein;

4.7.5. the Sender and the Recipient can track the Parcel, and consequently the status of the Service through the Website after specifying the dispatch number at: novapost.lt.

4.7.6. when delivering international Parcels, the Customer bears all costs related to customs clearance and also bears the risk related to the actions of customs authorities and border guards on the Parcel and its contents;

4.7.7. if, according to the information provided by the Sender, the Parcel includes items that are allowed to be purchased only by adults (or subject to any specific age-limit), the Operator may require the Addressee or the Recipient of the Parcel to present a document proving that the person is of legal age; in the case of refusal to provide the document, the Operator may refuse to deliver the Parcel; checking the age of the Recipient of the Parcel may be an additional service, which is paid additionally according to the current Pricelist of Postal Services and/or Pricelist of Freight Forwarding Services.

4.8. Detailed rules of delivery of the Parcel to the Branch

4.8.1. to receive the Parcel at the Branch, the Recipient shall indicate the number of the Parcel / Address Label (if applicable) or the number of the cell phone to which the SMS notification about the possibility of receiving the Parcel;

4.8.2. the Recipient, who is a natural person, shall confirm his/her identity to the Operator’s representative by presenting a valid identity document;

4.8.3. delivery of a Parcel without confirming the Recipient’s identity is possible if the declared value of the Parcel is less than 10,000.00 Euro and the Recipient knows the number of the Parcel and can provide the receiving code sent in the form of an SMS message to the number specified as the Recipient’s number;

4.8.4. in order to receive a Parcel of the value of Euro 10,000.00 or more, the Recipient must provide a document confirming his/her identity and indicate the receiving code sent in the form of an SMS message to the number indicated as the Recipient’s number or acknowledge receipt. message by answering an incoming call to the number indicated as the Recipient’s number. If there is no SMS receiving code or all attempts to identify by SMS code are used – identification is performed through connection. There may be up to 2 Parcels with SMS receiving code and the time of receiving SMS receiving code is 5 minutes;

4.8.5. in the case of delivery of the Parcel, the contents of which can be transmitted only to an adult person, the Recipient shall provide a document proving their age upon request of the Operator’s representative. In case of absence of such document, the Operator’s representative may refuse to deliver the Parcel;

4.8.6. in the case of receipt of the Parcel by a person who is not specified as the Recipient of the Parcel, it is necessary to specify the number of the Parcel and present the corresponding authorisation and the document confirming the person receiving the Parcel, specifying as authorised to collect it. In the case of receiving the Parcel, the value of which does not exceed Euro 10,000.00, it is possible to receive the Parcel by a person close to the Recipient, upon presentation of a document confirming the kinship;

4.8.7. the receipt of the Parcel in the Branch is only possible during the working hours;

4.8.8. the following categories of clients are served in the branch without queue:

a. the elderly;

b. disabled persons;

c. persons accompanying children under the age of 3;

d. pregnant women;

e. combatants (upon presentation of a relevant certificate).

4.8.9. Under the conditions stipulated for the delivery at the Branch, it is possible to send the Parcel at the pick-up and delivery point, which is a format of the point located on the territory of an operating enterprise (grocery store, clothing/home improvement store, mini-market, pharmacy, etc.) where only the Parcel with the declared value less than Euro 10,000.00, weighing not more than 30 kg on the Address Label / waybill, for which the maximum length of one side of the Parcel does not exceed 120 cm, can be collected or sent. If the Parcel is not picked up by the Recipient within 5 calendar days, it shall be handed over to the nearest Branch.

4.9. Detailed rules of delivery of Parcels to the specified Address

4.9.1. in the case of delivery of the Parcel to the Address of the Recipient, the Recipient shall receive an SMS message on the telephone number specified by the Sender about the scheduled date of delivery of the Parcel; the Recipient shall be obliged to ensure the delivery of the Parcel on the specified date;

4.9.2. if the delivery is made to the Addressee’s Address, in the absence of the Addressee or family member authorized to receive the Parcel, the Parcel shall be sent by the Operator to the Branch or Parcel Locker, where they can be received under the relevant conditions for this method of collection. The Parcel can be picked up within 7 days from the date of notification to the Recipient of the possibility of receipt, after which it is returned to the Sender without any further notice;

4.9.3. delivery of the Parcel is made to the Address of the Addressee, but does not include the shipment which is moved by the Operator within the premises at the specified Address;

4.9.4. the Operator is not required to verify the person receiving the Parcel at the Addressee’s Address; the person receiving the Parcel at the Addressee’s Address shall be deemed to have the right to receive it;

4.9.5. upon receipt of the Parcel by the Addressee, it’s family member or other authorised person, the Operator may require confirmation of delivery; in this case the refusal to confirm the receipt of the Parcel shall be considered as a refusal to accept the Parcel;

4.9.6. in the case of delivery of the Parcel for which the delivery service was ordered only to the hands of the Recipient, the Recipient shall be obliged to present a document proving his identity upon request of the Operator’s representative; in the absence of such document, the Operator’s representative may refuse to deliver the Parcel;

4.9.7. in case of any delivery, the Operator shall obtain a signature of a person receiving the Parcel;

4.9.8. in the case of delivery of the Postal Shipment, the contents of which may be handed over only to an adult person, the Recipient shall, at the request of the Operator’s representative, provide a document confirming his/her age; in the absence of such document, the Operator’s representative may refuse to deliver the Parcel;

4.9.9. the time of presence of the Operator’s representative at the delivery Address in connection with the
delivery of the Parcel shall not exceed 15 minutes;

4.9.10. delivery of a Parcel to the specified Address is possible if the specified Address is reachable by car
within a distance of not more than 50 m;

4.9.11. delivery of a Parcel to the specified Address is possible only for Parcels weighing up to 30 kg;

4.9.12. within one Parcel Label / waybill it is possible to postpone the delivery time by 5 Business Days; if
the Parcel has not been delivered within 5 Business Days, it will be transferred to the nearest Branch;

4.9.13. delivery of the Parcel to the specified Address, if the payer is the Recipient, is possible in the case of
cash payment to the cost of shipment Euro 10,000.00 or in case of non-cash payment – any value.

4.10. Detailed conditions of delivery of Parcels to a Parcel Locker

4.10.1. in the case of delivery of the Parcel to a Parcel Locker, the maximum permissible weight of the
Parcel is 30 kg and the dimensions 40*30*60 cm. The value of the Parcel delivered to the Parcel Locker
cannot exceed Euro 10,000.00;

4.10.2. if the Parcel does not meet the weight or dimensions of the Parcel acceptable for receipt in the Parcel
Locker, it will be sent to the nearest Branch;

4.10.3. Parcels delivered to the Parcel Locker may be limited to one dispatch per the Address Label /
waybill.

4.10.4. the Recipient receives a SMS message after the Parcel is placed in the Parcel Locker;

4.10.5. in order to receive the Parcel from the Parcel Locker, it is necessary to install the Operator’s mobile
application and authorise using the cell phone number specified as the number of the Addressee;

4.10.6. in order to receive the Parcel from the Parcel Locker using the Operator’s mobile application on the
Recipient’s phone, the Bluetooth, geolocation and mobile Internet functions shall be disabled;

4.10.7. where the Recipient pays for the Service before receiving the Parcel, it is necessary to pay for it with
a bank card in the Operator’s mobile application;

4.10.8. the Parcel delivered by handing over to the Parcel Locker shall be picked up by the Addressee after
entering the telephone number and the access code received from the Operator, the data of which allows
opening the Parcel Locker and receiving the Parcel; the Operator shall not be liable for the receipt of the
Parcel in the Parcel Locker by an unauthorised person in case of disclosure or loss of the data of the receipt
by the Addressee; the Parcel can be picked up within 7 days from the moment of notifying the Addressee
about the possibility of receiving the Parcel, after which it is returned to the Sender without any additional
notice;

4.10.9. the Operator places the Parcel in the Parcel Locker as long as there are free boxes in the Parcel
Locker; in case there are no free boxes in the Parcel Locker, the Operator shall have the right to transfer the
Parcel to another Parcel Locker located nearby, change the date of delivery or change the form of delivery
having notified the Recipient thereof in advance;

4.10.10. in order to pick up the Parcel from the Parcel Locker, the Recipient shall use the phone number
provided by the Customer and the receiving code sent by the Operator to this phone number by entering
them in the corresponding mechanism of the Parcel Locker; after entering the required data, a Parcel Locker
will open where the Recipient can receive the Parcel; after collection of the Parcel, the Recipient must close
the Parcel Locker’s door;

4.10.11. if within 2 calendar days from the date of the notice of the Operator the Recipient does not pick up
the Parcel from the Parcel Locker, the Operator shall deliver the Parcel to the Branch informing the
Addressee about it;

4.10.12. if the Parcel is received by the Recipient at the Branch, the permission to receive the Parcel shall be
checked by providing the Operator with the receiving code received by the Recipient via SMS or e-mail; the
Parcel can be picked up within 7 days from the date of notifying the Recipient of the possibility to pick it up,
after which it shall be returned to the Sender without any further notice;

4.10.13. the Parcel distribution schedule is available on the Website.

5. Information required for registration of shipment

5.1. Basic type of service:

5.1.1. ‘From Address to Address’;

5.1.2. ‘From Branch to Branch’;

5.1.3. ‘From Address to Branch’;

5.1.4. ‘From Branch to Address’;

5.1.5. ‘From Branch to Parcel Locker’;

5.1.6. ‘From Address to Parcel Locker’;

5.1.7. ‘From Parcel Locker to Parcel Locker’;

5.1.8. ‘From Parcel Locker to Address’;

5.1.9. ‘From Parcel Locker to Branch’;

5.2. Information about the Sender:

5.2.1. for legal entities and individual entrepreneurs: name (registration data) / surname, first name; Address /
Branch / Parcel Locker; cell phone number of the contact person; E-mail;

5.2.2. for natural persons: name, surname; Address / Branch / Parcel Locker; cell phone number; E-mail;

5.3. Shipping delivery information.

5.4. Recipient Information:

5.4.1. for legal entities and individual entrepreneurs: name (registration data) / surname, first name; Address
(including zip code), Address / Branch / Parcel Locker for delivery of the Parcel; cell phone number of
contact person; E-mail and phone number of contact person;

5.4.2. for individuals: surname, first name; address (including zip code); Address / Branch / Parcel Locker
for delivery of the Parcel; cell phone number; E-mail.

5.5. Shipping information: number of Parcels; actual weight and dimensions; declared value; description of
contents.

5.6. Payer for Services.

5.7. Form of payment (cash / non-cash).

5.8. Possible selected additional services.

5.9. Other information that can affect the quality, duration and cost of the Services.

6. Undelivered Parcel

6.1. A Parcel that cannot be delivered to the Addressee or returned to the Sender because the Sender’s
address is missing or incorrect (undelivered Parcel) may be disclosed by the Operator who has concluded a
Postal Service Agreement or a Contract for Freight Forwarding Services to obtain data permitting its delivery
or return to the Sender.

6.2. An undelivered Parcel shall also be deemed unpaid or paid below the amount due if the Sender refuses
to pay the fee for the return shipment or the Addressee refuses to pay the surcharge.

6.3. An undelivered Parcel shall be opened immediately.

6.4. Undelivered Parcels shall be opened by the commission consisting of not less than 3 people appointed
by the head of organisation department of the Operator responsible for undelivered Parcels.

6.5. Undelivered Parcel shall be opened in such a way as to ensure the least damage to the package.

6.6. After opening an undelivered Parcel, the commission shall check whether the Addressee or Sender and
their Addresses are marked on the inside of the package, and if there are no such marks, the commission
shall examine the contents of the Parcel.

6.7. If the commission determines the data, allowing to deliver or return the Parcel after appropriate stapling
and marking on the package of the commission opening, such Parcel is delivered to the Addressee or
returned to the Sender.

6.8. If the opening of the undelivered Parcel does not permit delivery or return to the Sender or if the Sender
refuses to accept the returned Parcel, the correspondence constituting the Parcel and its packaging shall be
destroyed by the Operator in a manner that precludes the possibility of recovering the information contained
in the Parcel and on its packaging, no earlier than 60 days from the date of opening of the Parcel.

7. Payments

7.1. Fees for the Postal Service shall be determined in accordance with the Pricelist for Postal Service.

7.2. Fees for Freight Forwarding Services shall be determined in accordance with the Pricelist for Freight
Forwarding Services.

7.3. Fees for additional services shall be determined in accordance with the effective Pricelist for Postal
Services and the Pricelist for cargo Freight Forwarding Services.

7.4. The Operator shall have the right to check the characteristics of the shipment, including size and weight,
in order to determine the correctness of the price calculation in accordance with the relevant pricelist.

7.5. Payment for the Services shall be made in advance when ordering by the Postal Service or Freight
Forwarding Services by the Customer through the Website or when handing over the Parcel to the specified
Address or at the Branch.

8. Right of lien

8.1. The Operator, who has entered into a Postal Service Agreement with the Sender, shall have the right to
pledge the mails to secure claims under this Agreement and to recover reasonable additional costs of
providing the Service incurred for reasons related to the Sender or the Addressee.

8.2. The right of pledge does not apply when the Addressee of the shipment is a public authority.

8.3. If the Recipient or Sender refuses to satisfy the pledged claim, the Operator having the right of pledge
shall open the Parcel and start selling its contents:

8.3.1. immediately – in the case of perishable items;

8.3.2. within 14 days from the date of written notification to the Addressee or the Sender of the intention to
sell the contents of the Parcel – in other cases.

8.4. The proceeds from the sale of the contents of the Parcel shall be transferred by the Operator to the
Sender at his expense, less the receivables secured by the pledge.

8.5. The Operator shall be entitled to demand from the Sender compensation of the difference if the claims
secured by the pledge exceed the amount received from the sale of the contents of the Parcel.

9. Additional services

9.1. The Operator shall provide the following additional services, which are subject to additional fees
according to the Pricelist for Postal Services or the Pricelist for Freight Forwarding Services:

9.1.1. Storage – means storage of the Parcel at the Branch for 7 calendar days and then for 53 days at the
Operator’s warehouses excluding the day of arrival at the Recipient’s Branch. Within 7 days excluding the
day of receipt of the Parcel the shipment is stored without additional charges. For storage of the Parcel from
8 to 60 calendar days the storage fee is charged. If the Parcel is not picked up by the Recipient or the Sender
within two months, the Parcel shall be considered undeliverable. The Operator shall have the right to
compensate the costs of storage and transportation services for this Parcel (in case of Postal Shipment – in
accordance with the provisions of the Law on Post). After the end of the 2-month period, if the Sender did
not appear to receive the Parcel after the relevant notification from the Operator, the Parcel is subject to
transfer to the State.

9.1.2. Packaging consists in placing the Parcel in the most appropriate type of packaging that will ensure its
safe transportation, storage and protection. The Parcel is packed in packages from the assortment offered by
the Operator.

9.1.3. Change of Address – changing the delivery Address of the Parcel already handled within the same city
or a certain country. The change of the Address may relate both to the Sender and the Recipient. This service
for one Parcel can be ordered only once.

9.1.4. Return of Parcel – return of the Parcel to the Sender on the basis of an application for return of the
Parcel.

9.1.5. International express delivery – organisation of international delivery of Parcels. The Service is
provided by the Operator under the agreements concluded with other service providers and is distributed to
the countries they are located.

9.1.6. Sending with choice of delivery time interval – when ordering the Service the Recipient can specify
the time interval of delivery.

9.1.7. Parcel Recipient Verification – an additional service available to the Business Customer where the
Operator verifies the Recipient’s age at delivery depending on the content of the Parcel declared by the
Customer as goods accepted for adult trade.

9.1.8. Control of weight and dimensions of the Parcel.

9.1.9. Same business day delivery is available only with respect to Services provided in the territory of the
Republic of Lithuania for shipments sent before 12:00 p.m. on a certain day.

9.1.10. Cancellation of shipment – the service of cancellation of delivery and return of the Shipment to the
Sender, which is not a Consumer’s withdrawal from the distance services contract.

9.2. Other additional services may be introduced by the Operator and published on the Website.

10. Other Operator’s services

10.1. The Operator may offer other services that can be paid for additionally if it is specified in the Price list
for Postal Services or the Price list for Freight Forwarding Services.

10.2. ‘Business account’ is a user account which is accessed via the Website and through which the
Customer can create Address Labels and waybills, order additional services, etc. on its own.

10.3. ‘Mobile Application’ shall mean the software for quick access to the information on shipment of
Parcels running on smartphones with Android and iOS operating systems. The mobile application allows the
Customer to create Address Labels and waybills in a convenient form, find the nearest Branch, calculate the
cost of the shipment, track its location, call the courier at a convenient time.

10.4. ‘Recovering the number of the Parcel’ provides notification to the Sender or Recipient about the
number of the Parcel after sending the request to the Operator at the Branch and confirming the identity.

10.5. ‘Tracking of shipment’ provides the ability to track the location of the Parcel by the number of the
Parcel. The service can be used on the Website or via mobile application.

10.6. ‘Review of the Shipment’ gives the Recipient an opportunity to open the package and to check the
condition of the Parcel for external damages and conformity of the goods to the order at the particular place,
or in the place of delivery at the specified Address in the presence of the Operator’s representative. Operator
does not provide for a review of the shipment if so stipulated in the agreement with the Customer. While
performing the shipment review, it is prohibited to:

10.6.1. connect devices, media and mechanisms not included in the package (except SIM cards, headphones,
batteries, flash drives (to check the TV matrix for defects));

10.6.2. use the consumables available in the Parcel (e.g. perfume bottles for spray testing, cosmetic test
products);

10.6.3. use the contents of the Parcel with the Recipient’s own belongings, including media (it is prohibited
to connect, read, copy);

10.6.4. spill the fuels and lubricants or other liquids in the Parcel, require to use them;

10.6.5. set passwords for electronic devices that provide this function (phones, tablets, computers or laptops);

10.6.6. tear off factory, advertising and information stickers from Parcel and package contents (except for
stickers applied to packages of computer, electronic and optical products at their delivery points);

10.6.7. open the packed Parcels, the first opening of which is provided by one of these methods (only
external inspection for damage is allowed):

a. seals (bags stitched with string; metal or paper stuffing on cans, perforations on the neck of
lids on liquid containers, etc.);

b. thermal film (excluding computer, electronic, optical products and accessories included
therein) – a type of packaging film, the feature of which is the ability to shrink under the
influence of temperature and take the shape of the packaged product;

c. blister package – a container or box, embossed in such a way as to repeat the shape and
dimensions of the item to be placed inside or to create a container required for the contents of
the product, made of heat-resistant plastic and may have a hard printed, metal or plastic
coating;

d. polyethylene laminated containers are containers in which two or more layers of foil are
bonded together into one by exposure to high temperatures, an applied adhesive or solvent.

10.6.8. disassemble, except for the SIM card or battery installation, without the use of tools not included in
the device set;

10.6.9. check the Parcel outside the Branch (for Parcels sent to the Branch).

10.6.10. In case of delivery to the specified Address it is also prohibited to:

a. remove the box in which the Parcel is packed;

b. connect portable, home appliances to the electric mains (it is allowed to check for external
defects and mechanical damages of the Parcel);

10.6.11. In case of violation of these conditions for the review of the shipment, the Parcel may not be
returned.

10.7. ‘Information’ means informing the Recipient and the sender about the time of arrival, delivery and
storage of the Parcel. The service is provided in the form of SMS messages (messages in mobile application
or via any messenger), telephone or electronic conversation on the basis of contractual relations with the
Operator.

10.8. ‘Change of data’ allows the Sender to change the data indicated in the Address Label / waybill from the
moment of its creation until the Parcel is received by the Addressee. The service can be ordered at the
Branch (in the Sender’s or Recipient’s region; the list of cities belonging to this region can be obtained by
calling the contact centre) or from a personal manager, leaving a completed application on the Website;
allows the Sender to make changes in the company account / mobile application / API or by calling the
contact centre. The service is not available for ordering on the day of delivery of the Parcel to the Address of
the Recipient.

10.9. ‘Online Payment’ gives the opportunity to pay for Postal Services, Freight Forwarding Services or
additional services in the mobile application, in the company account and on the Website with the help of
‘Internet-Acquiring’ technology (in this case the agreement on provision of funds transfer service via
Internet-Acquiring technology is signed by the Operator with the payment services provider).

10.10. ‘Refusal to receive the Parcel’ shall give the Sender and the Receiver an opportunity to refuse to
receive the Parcel. The refusal shall be deemed to have been submitted, if the Sender and the Recipient have
provided it in writing at the Branch, by phone or by e-mail (including in the Company office, in the mobile
application). After the Sender or Recipient refuses to receive the Parcel, the Parcel shall be deemed
unclaimed.

11. Rules for items and substances that may not be the contents of the Parcel

11.1. A shipment may not contain:

11.1.1. cash, including foreign currency, securities, payment cards, and other means of payment;

11.1.2. items of criminal origin;

11.1.3. firearms and pneumatic weapons and their parts, ammunition, edged weapons, items imitating firearms and edged weapons, other items specially designed for assault and defence (guns, pins, spray cans with liquid paralyzing effect, daggers, etc.);

11.1.4. jewellery, works of art, items of antique value and other items of special value;

11.1.5. substances, such as: hydrogen peroxide, acids, high-octane pollutants containing oxygen (chemical compounds added to gasoline), as well as liquids and substances in packages found to contain hazardous substances labelled in classes 1-7 of the Regulation (EC) No 1272/2008 inclusive, such as flammable substances, flammable and explosive substances, radioactive substances and other hazardous items with appropriate labels (‘explosive materials and substances’, ‘gases’, ‘flammable liquids’, ‘self-igniting substances’, ‘toxic and infectious substances’, ‘oxidizing substances’, ‘radioactive’, ‘caustic and corrosive substances’, ‘other hazardous substances and products’), carcinogenic substances and any substances which may endanger human life or health;

11.1.6. cylinders with liquid or gas, including all types of fire extinguishers (except empty cylinders without a valve);

11.1.7. fluid containers without manufacturer’s labels (stickers) with information about the name of the substance, its properties and storage conditions, with signs of deterioration, signs of leakage, unpleasant odour, packaged improperly; if the liquid has chemical properties, appropriate marking is required;

11.1.8. fluorescent lamps and other products containing mercury or asbestos and products made of them (pipes, slate, etc.);

11.1.9. used batteries, including those for cars, motorcycles, agricultural machinery; new batteries for cars, motorcycles, agricultural machinery with contacts covered with factory plastic covers (both with and without factory packaging) may be transported only to the address.

11.1.10. animals, insects, animal remains, untreated skins, ashes or human remains, human and animal organs, tissues and body fluids and other biologically active objects,

11.1.11. living plants, especially those requiring special transportation conditions;

11.1.12. tobacco products, electronic cigarettes and their parts;

11.1.13. food products requiring special temperature conditions or with a shelf life of up to 5 days (the expiration date is indicated on the package), chilled or frozen food, dairy products, vegetables and fruit; transportation of other food products may be additionally restricted for territories subject to restrictions or instructions on embargoes, quarantine, etc., as determined by state authorities;

11.1.14. medicines and hygiene products requiring special storage and transportation conditions, ethyl alcohol, veterinary immunobiological products;

11.1.15. narcotic drugs, narcotic substances, cannabis substances (other than those permitted for sale), psychotropic and psychoactive substances and similar substances in particular are subject to special control in accordance with the legislation in force;

11.1.16. flavouring and odour-emitting items are dirty and may cause harm to other objects or to human or animal health (including cooked food, heavily contaminated parts, items in oil or other corrosive substances, bacteria and live), viruses, toxic substances);

11.1.17. other items prohibited by applicable laws.

11.2. The above list of the unacceptable contents of shipments is an exemplary and incomplete catalogue.

11.3. The following substances are permitted:

11.3.1. substances assigned to Hazard Classes 8 and 9, except for acids (regardless of concentration) and substances containing any amount of acid, hydrogen peroxide or other chemical compounds with oxidizing properties;

11.3.2. Chemical substances labelled as Hazard Classes II and III in containers (packaging) of an approved manufacturer for transportation:

a. paints: in metal containers with a capacity not exceeding 10 litres (without quantity limitation);

b. aerosols and sprays: cans with paints, household, construction, cosmetics and automotive chemicals with a capacity of up to 1,000 ml;

c. medical, antiseptic, disinfectants and detergents with an alcohol content of up to 70% inclusive in plastic and metal containers with a capacity not exceeding 10 litres;

d. perfumery and cosmetic products with up to 70% alcohol content in glass and plastic packaging;

e. alcoholic beverages with an alcohol content of up to 70% in glass and other containers with a capacity of not more than 5 litres;

f. automobile oils (motor, transmission) without limitation of the container volume.

g. human biological material in the form of smears (including from the oral cavity); for medicines, antiseptics, disinfectants and detergents with alcohol content up to 70% inclusive in plastic and metal containers with a capacity not exceeding 10 l.

11.4. The Operator shall have the right to refuse to accept the Parcel the contents of which is not permitted by the Regulations and the applicable legislation in force.

11.5. The Operator shall have the right to control the content of the Parcel, not to accept it, return it and refuse the Service if there is a suspicion that the content of the Parcel is unacceptable under the conditions specified in these Regulations and applicable laws and regulations.

11.6. Acceptance of the Parcel by the Operator does not mean that the Operator checks its contents and that the performance of the Service is acceptable in relation to the specific contents of the Parcel. The Operator is not obliged to check the contents of the Parcel.

11.7. If the Operator reveals that the Parcel contains or may contain content which is criminal or not allowed for trading according to the legislation in force, the Operator shall notify the relevant services or state authorities.

11.8. If the Operator decides to refuse to provide the Service (including in case of termination of the contract, termination of provision of the Service or return of the Parcel) the Operator shall have the right to return the Parcel at the Sender’s expense. In justified cases allowed by law - to destroy the Parcel at the expense of the Sender or hand it over to the relevant state services or authorities.

11.9. If the Parcel is checked by the Operator, the checking shall be carried out in the presence of the Sender, and if this is not possible by the persons determined by the Operator in accordance with the legislation in force. The Parcel checked by the Operator will be marked with the clear information that the Parcel has been checked.

11.10. If, as a result of the fact that the Parcel contains unacceptable content, the Operator, its employee or a third party suffers losses in connection with the provision of the Service, the Sender is obliged to compensate such losses in full.

12. Declared value

12.1. The declared value is the value of the Parcel declared by the Sender in the Parcel Shipment Form. The
declared value shall be equal to the actual (market) value of the Parcel.

12.2. Restrictions admissible for the performance of Service with respect of Parcels with declared value:

12.2.1. Parcel with weight up to 30 kg (inclusive) – up to Euro 10,000 (ten thousand);

12.2.2. delivery from / to the Parcel Locker – up to Euro 10,000.00 (ten thousand).

13. Complaints

13.1. In case of non-performance or improper performance of the Postal Service or Freight Forwarding
Services, the right to submit a complaint is entitled to:

13.1.1. the Customer;

13.1.2. the Recipient – if the Sender waives the right to claim or if the Parcel is delivered to the Recipient.

13.2. The Sender or the Recipient must first file a complaint to the operator. The complaint may be filed at
any Branch of the Operator, as well as electronically in accordance with the provisions of these Regulations.

13.3. A complaint may be filed not later than 12 months from the date of shipment of the Parcel.

13.4. Complaints shall be submitted in writing, electronically or verbally to the record at the Branch of the
Operator.

13.5. Submission of a complaint by means of electronic communication is possible at the Operator’s e-mail
address: support@novapost.lt .

13.6. Submission of a complaint by means of electronic communication with indication of the electronic
address of the complainant means its’ consent to delivery of letters of complaint consideration by means of
electronic communication to the electronic address indicated by the complainant.

13.7. The Complaint shall contain:

13.7.1. the name and surname of the Sender or addressee or the name and address for correspondence or the
location address of the Sender or Addressee, hereinafter referred to as the complainant;

13.7.2. the subject of the complaint;

13.7.3. date and place of shipment of the Parcel;

13.7.4. the number of the document confirming the receipt or the number of the Parcel (Parcel note);

13.7.5. substantiation of the claim;

13.7.6. the amount of compensation in question – if the claimant demands compensation;

13.7.7. signature of the complainant – if the complaint is submitted in writing;

13.7.8. date of the complaint;

13.7.9. list of documents attached.

13.8. Complaints filed in a form other than by electronic means shall contain:

13.8.1. the original document confirming the posting of the Parcel, if such document is issued by the
Sender’s postal service Operator – for verification;

13.8.2. the statement of the Sender on waiver of the right to make claims provided that they waives any
claims in favour of the Recipient;

13.8.3. packing of the damaged Parcel at the request of the Operator;

13.8.4. statement of discovery of invisible loss or damage of the Sending with indication of circumstances or
evidences proving the existence of circumstances that predetermine the claim for compensation;

13.8.5. indication of circumstances confirming the dispatch or delivery and indication of evidence
confirming this fact;

13.8.6. documents confirming improper performance of the Service.

13.9. Complaints filed by electronic means of communication shall be accompanied by copies of the
documents specified above. If it is necessary for proper consideration of the complaint, the Operator may
request the originals of these documents.

13.10. Original documents shall be returned to the complainant against receipt at any time upon their request.
In the absence of a request, the Operator shall return them no later than after the completion of the complaint
handling procedure.

13.11. If the complaint does not comply with the requirements set forth in the Regulations, the Operator, if it
deems it necessary for proper consideration of the complaint, shall require the complainant to rectify the
deficiencies within 7 days from the date of such Operator’s request indicating the scope of the identified
deficiencies. The statement should indicate that the failure to eliminate deficiencies within the stipulated
period shall result in the refusal to consider the complaint. After the deadline has expired, the complaint shall
not be considered. The deadline specified in the previous sentence shall not be included in the term of
consideration of the complaint.

13.12. The Operator shall also conduct appeal proceedings where the complainant raises it in case of refusal
to acknowledge the initial complaint in whole or in part.

13.13. Without prejudice to other statutory terms prescribed by applicable laws, complaints about nonperformance or improper performance of the Service may be filed:

13.13.1. for the loss of or damage to the Postal Shipment, except for the Parcel with correspondence or
Parcel with a declared value – within 6 months from the date of dispatch;

13.13.2. for loss or damage of the Courier Shipment – within 1 month from the date of delivery of the Parcel;

13.13.3. for the loss of the Parcel – on the day following the expiry of the term within which the undelivered
Parcel is considered lost; the Parcel is considered as lost if not delivered within 67 days as from its dispatch;

13.13.4. for delay in delivery of the Parcel by the guaranteed date of delivery, if such date is determined by
the Operator – after this date.

13.14. Complaints about non-performance or improper performance of the Service, filed after the deadline,
shall not be considered, of which the Operator shall immediately notify the complainant.

13.15. A complaint filed by an unauthorised person shall be deemed not submitted, of which the Operator
shall immediately notify the complainant, informing him/her about the possibility of filing a complaint by an
authorised person.

13.16. The Operator shall acknowledge the receipt of the complaint together with the attached documents,
including by putting the relevant information in the confirmation of sending the Parcel.

13.17. If the complaint is filed by means of electronic communication, the Operator shall immediately send
an electronic confirmation of its receipt.

13.18. The Operator shall consider the complaint immediately and respond to the complaint within no more
than 14 days from the date of receipt of the complaint accompanied by all requested documents and
information in accordance with these Regulations.

13.19. The reply to the complaint shall contain:

13.19.1. the name of the Operator and, if the Operator determines the division within whose competence the
complaints are to be considered – the name of that division;

13.19.2. reference to the legal basis;

13.19.3. the decision on recognition or rejection of the complaint in whole or in part;

13.19.4. in case of award of compensation – the amount of compensation and information about the method
and date of its payment not more than 30 days from the date of receiving of the complaint (90 days for
international shipments) and all underlying documents supporting he claim;

13.19.5. name, surname and position of the Operator’s employee authorised to respond to the complaint;

13.19.6. in case of mailing, information about the right to appeal and indication of the address to which the
appeal should be filed, as well as information about the possibility to appeal earlier, i.e. before the exhaustion
of the appeal procedure, in court or in the matter of extrajudicial settlement of consumer disputes to the
President;

13.19.7. factual and legal substantiation – in case of refusal to acknowledge the complaint in full or in part;

13.19.8. information about detention of Parcel, if the complaint concerns a Parcel delayed by the Operator.

13.20. In case of refusal to accept the complaint in full or in part, the complainant may appeal to the Operator
within 14 days from the date of receipt of the response to the complaint.

13.21. In case of appealing the decision on the complaint, upon expiry of the term, it remains without
consideration, about which the Operator immediately notifies the complainant.

13.22. The Operator shall consider the appeal without delay and notify the complainant about the results of
consideration of the appeal not later than 30 days from the date of receipt of the appeal.

13.23. Information about the results of consideration of the appeal shall contain information about the
exhaustion of the postal appeal procedure and about the right to file claims in court or extrajudicial resolution
of consumer disputes to the Communications Regulatory Authority of the Republic of Lithuania or via the
Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.

13.24. Failure of the Operator to respond to the complaint shall be deemed as acceptance of the complaint.

14. Operator’s liability. Compensation. Improper performance or non-performance of the Services

14.1. The rules of liability of the Operator for failure to perform or improper performance of the Services are
governed by the Civil Code, the Law on Post, the Road Transport Code and the Regulations.

14.2. The Operator having concluded a contract with the Sender for provision of Postal Service or Freight
Forwarding Services shall be liable for non-performance or improper performance of Services if the nonperformance or improper performance occurred due to the following:

14.2.1. force majeure;

14.2.2. reasons through the fault of the Sender or the Addressee not caused by the fault of the Operator;

14.2.3. violation by the Sender or the Addressee of the Law on Post, the civil Code, the Road Transport Code
or the Regulations;

14.2.4. due to the nature of the goods sent;

14.2.5. The Operator shall not be held liable and shall not pay compensation where:

14.2.5.1. the lost articles in a postal item are articles (merchandise) prohibited from conveyance by post;

14.2.5.2. a postal item is lost as a result of force majeure occurring during the conveyance of postal items,
when the contents are missing or damaged and it is impossible to account for the postal item owing to the
destruction of office records, provided that the fault of the postal service provider cannot be proved
otherwise;

14.2.5.3. damage arises through the fault of the sender who fails to comply with the requirements of the
postal service provider for packing articles or for the specific properties of the article (merchandise) posted;

14.2.5.4. a postal item, articles (merchandise) contained therein or part thereof have been seized in the cases
and in accordance with the procedure prescribed by laws of the dispatching country or the country of
destination and other legal acts;

14.2.5.5. upon handing in to the addressee in person, with acknowledgement of receipt, of a registered postal
item or an insured postal item or a postal parcel, the package, the label bearing a special stamp, the adhesive
tape, the seal or the tying string thereof have not been damaged and the weight of the postal item or the
postal parcel corresponds to the one indicated;

14.2.5.6. the addressee accepted a postal item and confirmed the receipt thereof with the signature;

14.2.5.7. a postal item has not been received through the fault of a person authorised to collect the postal
item by the addressee;

14.2.5.8. a postal item has been lost or damaged in a country where no compensation for damage is provided
for;

14.2.5.9. literature for the blind, items of correspondence of prisoners of war and civilian internees are sent;

14.2.6. other reasons provided for in the Law on Post or other applicable laws.

14.3. The Operator, referring to the grounds excluding the liability of the Operator for non-performance or
improper performance of Services, shall be obliged to provide evidence of its existence.

14.4. The liability of the Operator for non-performance or improper performance of Services is not limited in
the following cases:

14.4.1. is the result of a tort/tort;

14.4.2. arises due to the intentional fault of the Operator;

14.4.3. is the result of gross negligence of the Operator.

14.5. Claim in relation to improper performance by the Postal Service or the Freight Forwarding Service
shall become void due to acceptance of the Parcel without reservation, unless defects or damages of the
Parcel that cannot be seen from outside have been reported by the Recipient not later than within 7 days after acceptance of the Parcel and the Recipient has proved that the defects or damages of the Parcel occurred in the period between the acceptance of the Parcel by the Operator and its delivery to the destination.

14.6. Notification of improper fulfilment or non-fulfilment by Services shall be made in writing, by e-mail to
support@novapost.lt or orally to the record at the Branch.

14.7. The Operator shall consider the notice of improper fulfilment or non-fulfilment by the Services under
the conditions provided for the complaint procedure.

14.8. The following compensation shall be payable for non-performance or improper performance of the
Postal Service or the Freight Forwarding Services:

14.8.1. for loss, partial loss or damage to the Parcel, which is not a mailing with correspondence, –in an
amount not exceeding the usual value of the lost or damaged Parcel;

14.8.2. for the loss, partial loss or damage of the Postal Shipment or the Courier Shipment with the declared
value – in the amount stated by the Sender, but not exceeding the declared value of the shipment;

14.8.3. for the loss of a parcel with correspondence – in the amount of ten times the service fee, but not less
than fifty times the fee for the consideration of sending written correspondence as recommended, specified in the Price list of the service;

14.8.4. for late delivery of the dispatch relative to the guaranteed delivery time – in the amount not exceeding
double the service fee.

14.9. In case of failure to provide the Services, the Operator shall fully refund the fee charged for the
Services, regardless of proper compensation.

14.10. Failure to provide the Services shall be deemed, in particular, a situation of loss of the Parcel.

14.11. Failure to provide the Services or to properly perform them shall be deemed to be, among other
things:

14.11.1. provision of the Services in a manner inconsistent with the Postal Agreement Service or the
Contract for Freight Forwarding Services, the Regulations or applicable law;

14.11.2. failure by the Operator to meet the deadline for delivery of the Parcel with the guaranteed date;

14.11.3. damage to the Parcel.

14.12. In case compensation is deemed appropriate, it shall be paid to the claimant to the bank account
specified by him within 14 days from the date of delivery of the final decision on granting compensation.

15. Dispute Resolution. Out-of-court resolution of consumer disputes

15.1. Before filing a claim against the Operator, the Customer shall lodge the complaint to the Operator.

15.2. A civil law dispute between the Sender or the Recipient and the Operator may end with an amicable
settlement under the out-of-court procedure (where applicable) or, where the Customer is a Consumer – in
accordance with the consumer dispute resolution procedure.

15.3. The procedure of out-of-court settlement of consumer disputes with regards to the Postal Service is
carried out by the Communications Regulatory Authority (http://www.rrt.lt). For the Freight Forwarding
Services, the competent authority for out-of-court consumer disputes is the State Consumer Protection
Authority (http://www.rrt.lt). Consumers may also lodge their claims electronically via the Online Dispute
Resolution platform at https://ec.europa.eu/consumers/odr.

15.4. Consumers shall also have a right to claim directly to the court.

15.5. Business Customers must first approach the Operator and only upon dismissal of the complaint (or
appeal, where relevant) lodge a claim to a competent court.

16. Force Majeure

16.1. In case of extraordinary circumstances of force majeure, in particular natural disasters (in particular,
fire, flood, earthquake, volcanic eruption), epidemics, state restrictions (including the introduction of the
state of emergency), military actions, war, riots, blockage or any other circumstances that cannot be foreseen
and are beyond the control of the Operator. In the situation when the occurrence of such circumstances may
threaten the safety of the Operator, the Sender, the Recipient or parties involved in the provision of the
Services, or circumstances of such risk of loss of ability to provide Services, the Operator is entitled to
suspend or limit the provision of Services the duration of these circumstances.

16.2. Suspension or restriction of provision of Services specified in clause 16.1 above may be imposed on
the entire territory or a part of the territory where the Operator provides Services.

16.3. Suspension or restriction of provision of Services specified in clause 16.1 above shall be effective at
the moment of the occurrence of such circumstances as stated by the authorized state body or from the
moment of announcement of suspension or restriction by the Operator.

16.4. The Operator shall place announcements on the Website about the suspension or restriction of the
provision of the Services specified in clause 16.1 above.

16.5. The Operator may extend the duration of suspension or restriction of provision of the Services
specified in clause 16.1 above for up to 10 Business Days after the end of the circumstances that caused its
introduction, as announced on the Website.

16.6. Suspension or restriction of provision of Services mentioned in clause 16.1 above shall exclude liability
of the Operator for non-performed or improperly performed Services to the extent caused by these
circumstances.

16.7. In the event of circumstances resulting in suspension or restriction of provision of Services referred to
in clause 16.1 above, the Customer shall be entitled to refuse from the provision of Services to the extent
affected by the suspension or restriction and refuse from the agreement.

17. Protection of personal data and postal secret

17.1. The Operator is the controller of personal data of Senders, Recipients, Customers, including those who
are natural persons within the meaning of Regulation (EC) 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 the free movement of such data and repealing Directive 95/46/EC (General Data Protection Regulation).

17.2. The Operator does not process of any personal data that may be contained in the mail.

17.3. The Operator publishes the detailed information about the processing and protection of personal data
on the Website novapost.lt .

17.4. The Operator and persons cooperating with it in the provision of Services are obliged to observe postal
secrecy under the conditions set out in the relevant provisions.

17.5. Postal secrecy shall cover data of Recipients, Senders, Addressees and other subjects using Postal
Service, information on the fact and circumstances of provision of Services, information on dispatch.

17.6. The obligation to maintain postal secrecy shall not be limited in time.

17.7. Violation of the duty of postal secrecy is, inter alia:

17.7.1. disclosure or processing of information or data subject to postal secrecy;

17.7.2. unauthorised opening closed postal items or becoming aware of their contents;

17.7.3. enabling unauthorized persons to perform acts constituting a violation of postal secrecy.

17.8. It is not a breach of the obligation of postal secrecy:

17.8.1. committing acts that violate postal secrecy in cases provided for by law or the Postal Service
Agreement;

17.8.2. the use by the Operator of references, including information on the subjects using its Services and the
types thereof, if this data is made public with the prior consent of the subjects to whom it relates.

18. Additional and final provisions

18.1. An up-to-date version of the Regulations is available on the Website and at the Branches.

18.2. The Operator shall notify changes to the Regulations, the Price List for Postal Services or the Price List
for Freight Forwarding Services on the Website at least 14 days before the date of entry into force of the
relevant changes.

18.3. The Appendices to the Regulations are an integral part thereof.

18.4. To the extent not stipulated in the Regulations, the provisions of the legislation in force, in particular
the civil Code, the Law on Post, the Road Transport Code and their implementing regulations shall apply.

18.5. Should any provision of the Regulations prove to be obsolete or inconsistent with applicable law, the
remaining provisions of the Regulations shall remain in force.