NEW POST INTERNATIONAL MLD LLC RULES ON THE PROVISION OF POSTAL AND COURIER SERVICES

1. General provisions

1.1. Users of the services of New Post International MLD LLC (hereinafter the ‘Service Provider’ or ‘NOVA POSHTA’) can be natural or legal persons (hereinafter the ‘Customer’ or the ‘User’).

1.2. These Rules on the provision of postal and courier services (hereinafter the ‘Rules’) supplement the postal documents that accompany postal items, where applicable, specific contracts, and regulate the existing legal relations between the Service Provider and the Customer (hereinafter the ‘Parties’), determining the conditions for the provision of services by the Service Provider.

1.3. New Post International MLD LLC reserves the right to amend these Rules and/or the rates applied unilaterally. The amendments and additions hereto shall be made known to the Customer by posting them on the website (https://novapost.com/en-md/) of the Service Provider at least 7 (seven) calendar days before their effective date, unless a later date is indicated. The amendments and additions hereto and the rates of the Service Provider shall be considered accepted by the Customer and become applicable, unless the Customer informs the Service Provider in writing about the refusal to accept the amendments concerned before the date of entry into force.

1.4. When the Customer signs the postal documents that accompany the postal items, including through the personal Account and/or hands them over to the postal network of New Post International MLD LLC, the Customer confirms that he/she became aware of these Rules/rates of the Service Provider and agrees with their provisions, without any reservations whatsoever.

1.5. These Rules, the rates in force, as well as other public information related to the offered services, shall be made available to any actual or potential Customer on the information boards in the post offices of the Service Provider and/or on its website (https://novapost.com/en-md/), so they can be accessed at any time.

1.6. The terms, concepts and phrases used in these Rules have the meanings provided by the Postal Communications Law no. 36/2016 and the Rules on the provision of postal services, approved by Government Decision no. 1457/2016.

1.7. Additionally, for the purposes of these Rules, the following concepts are used:

user – a natural or legal person that benefits from postal services as a sender or a recipient;

recipient – a natural or a legal person, to whose address a postal item is sent;

sender – a natural or a legal person that introduces the postal item into the postal network personally or through a third party;

express postal invoice – a postal document that accompanies express postal items;

post office – a postal unit of New Post International MLD LLC that is open to the public for the provision of postal services;

parcel locker – an automated system of self-service mailboxes, the purpose of which is to release postal items without the physical assistance of the representative of the service provider. The parcel lockers are intended for the reception of postal items that do not exceed the weight of 30 kg, the length of 30 cm, the height of 60 cm, and the width of 40 cm. The volumes are indicated taking into account the packaging;

delivery points – specially arranged places within the premises of subcontractors, where users can pick up prepaid postal items weighing up to 10 kg and with a declared value of at most 5,000 MDL;

subcontractor – a natural or a legal person registered as an entrepreneur that ensures the collection, sorting, transport or distribution of postal parcels for New Post International MLD LLC;

courier service – collecting, receiving postal items and delivering them through the courier to the recipient's address;

postal item – a good with a written address, to which it is to be distributed by the postal service provider. This category includes correspondence, as well as printed items (books, catalogues, newspapers, periodicals) and postal parcels that contain goods with or without commercial value;

international postal item – a postal item sent from the territory of the Republic of Moldova to an address that is not located on its territory or sent from outside the Republic of Moldova to an address located on its territory.

2. Basic postal services

2.1. Basic service – acceptance, processing, transport, packaging (as the case may be) and distribution of postal items on the territory of the Republic of Moldova.

2.2. Types of services:

2.2.1. ‘Address-Address’ – receipt for shipment of the postal item from the Sender's address and its delivery to the Recipient's address.

2.2.2. ‘Office-Office’ – receipt for shipment of the postal item from the Sender in the premises of the post office and its delivery to the Recipient in the premises of the post office indicated by the Sender.

2.2.3. ‘Address-Office’ – receipt of the item for shipment from the Sender's address and its delivery to the Recipient in the premises of the post office indicated by the Sender.

2.2.4. ‘Office-Address’ – receipt of the item for shipment from the Sender in the premises of the post office and its delivery to the Recipient's address.

2.3 ‘Office-Parcel Locker’ – receipt of the item for shipment from the sender at the post office and its shipment it to the post office.

2.4. ‘Address-Parcel Locker’ – receipt of the item for shipment from the Sender's address and its delivery to the parcel locker.

2.5. The delivery of the postal item shall be carried out according to the terms and rates indicated on the website (https://novapost.com/en-md/) of the Service Provider, which are valid on the date of receipt of the postal item for shipment.

3. Requirements regarding the dimensions and weight of parcels

3.1. The post offices of New Post International MLD LLC receive or release postal items whose weight does not exceed 30 kg per item

3.2. The post offices of New Post International MLD LLC and the reception/delivery service according to the address receive/release the postal item with the actual and volumetric weight of up to 1000 kg per place, with the maximum length of one of the parts of up to 250 cm and the height of up to 170 cm. The size is estimated from the packaging of the postal item.

3.3. In the special cases mentioned on the website of the Service Provider, the receipt/release of consolidated postal items of ‘consolidated (palletized) parcels’ type, with the actual weight of up to 1,100 kg per place and the maximum height of up to 220 cm, is allowed.

3.4. Postal items which, according to dimensions or weight, exceed the admissible limits, are accepted for delivery subject only to a prior agreement of the Parties.

4. Postal packaging requirements  

4.1. Postal items shall be handed over by the Sender for shipment in pre-packed form, indicating the addresses of the Sender and the Recipient. The packaging of the postal item shall not have signs of opening or damage (seepage, tears, dents, etc.). The packaging shall comply with the packaging requirements of the Service Provider, placed on the web-site of the Service Provider.

4.2. The Sender is solely responsible for the internal and external packaging of the goods that are subjects of the postal shipment. The packaging shall correspond to the nature of the content of the postal item, the shipment conditions and the delivery duration, shall take into account the possible overloading of the transport unit, the temperature, humidity and weather conditions, and shall also exclude possible damage to the contents of the postal items during their processing and retransmission, access to them without breaking the seals, ties, etc., damages of other elements, any possible damages to the employees of the Service Provider and/or other people.

4.3. The Service Provider may inform the Beneficiary of an inadequate or poor packaging, to the possible extent. Acceptance for transport and delivery of a postal item does not release the Sender from liability, if the postal item is damaged due to improper packaging. Thus, before the Service Provider takes over the postal items, the sender shall ensure the appropriate wrapping/packaging and sealing of each type of postal item, according to the nature of the good, so that the content is not affected during manual and/or mechanical handling, transport and transhipment, delivery/distribution, while the Sender shall assume full responsibility for any damages that may occur.

4.4. If the packaging and/or marking are not adequate, the responsibility for total or partial loss, damage caused to people, the environment, the facilities used or other goods, caused by defects hidden by the packaging, shall be borne exclusively by the Sender.

4.5. If, during the external inspection of the parcel handed over for delivery, deficiencies are observed that cause concerns regarding the safety of postal items, the Sender is obliged to eliminate the observed deficiencies, and the Service Provider reserves the right to refuse to accept such postal items from the Customer.

5. Objects prohibited for delivery in postal items

5.1. The list of objects prohibited for shipment in the postal network of New Post International MLD LLC is placed on the website of the Service Provider.

5.2. Before placing the order, the sender shall ensure that he/she consulted the list of prohibited objects.

6. Postal items with declared value

6.1. Declared value – the value of the content of the postal item, indicated by the Sender in the postal documents that accompany the postal item.

6.2. The declared value cannot exceed the actual value of the content of the postal item, but it is allowed to declare only a part of this value. The sum of the declared value of the documents, which represents their initial value, cannot exceed the eventual costs of restoring these documents, in case of loss. If the declared value of the postal item exceeds 10,000 (ten thousand) MDL, then the representative of New Post International MLD LLC could request from the Sender documents confirming the price of the good sent (payment receipt, tax invoice, etc.). If the value of the sent good is obviously exaggerated or lower in relation to the amount indicated by the Sender, the Service Provider may refuse to receive the postal item.

6.3. The limit of the declared value for a postal item accepted in the postal network of New Post International MLD LLC on the B2C segment shall not exceed 50,000 (fifty thousand) MDL, and on the C2C segment it shall not exceed 20,000 (twenty thousand) MDL.

6.4. The limit of the declared value for a postal item accepted in the network of parcel lockers of New Post International MLD LLC cannot exceed 5,000 (five thousand) MDL.

7. Calculation of the weight and applied rates

7.1. When taking over the postal items, they shall be weighed and measured, and the weight shall be taken into account to determine the rates of postal services. The greater of physical and volumetric weight will be selected.

7.1.1. The physical weight shall be determined by weighing the parcel with the relevant measuring instruments (scale).

The calculation formula for Volumetric Weight [kg] is:

Length[cm]*Width[cm]*Height[cm]/5000[cm] or Volumetric weight [kg] = Volume [m³] * 200.

7.1.2. If the postal item has an irregular geometric shape (there are parts that stand out), then the volumetric weight shall be calculated based on its extreme points.

7.2. The weight of the postal item shall be determined after its packaging. Exceptions are made only for the postal items, for which packaging is ordered, for example crates. The weight of such postal items shall be determined starting from its extreme points inside the packaging. The postal items pre-packed in the crates of the Customer shall be measured based on the extreme points of the crate shell.

7.3. Postal items are classified into the following types:

• 1
  'Documents’.
• 2
  'Tires-Discs’.
• 3
  'Consolidated postal items’.
• 4
  Parcels up to 30 kg (actual or volumetric weight)
• 5
  Non-standard parcels (over 30 kg of real or volumetric weight)

7.3.1. ‘Documents’ are considered postal items that contain documents, postcards, letters that weigh up to 1 kg, with a length of up to 35 cm, a width of up to 25 cm and a height of up to 2 cm. The rates applied for the delivery of documents are displayed on the website of the Service Provider https://novapost.com/en-md/.

7.3.2. ‘Tires-Disks’ are considered postal items that contain tires and disks for motor vehicles and trucks. The rates applied for the delivery of tires and discs are displayed on the website of the Service Provider https://novapost.com/en-md/.

7.3.3. The postal items with a physical weight of over 75 kg per place are fixed on pallets and are received according to the ‘Consolidated (palletized) postal items’ type.

7.4. The parcels fixed on pallets (wooden, plastic or metal support, factory-made or manual product) with conveyor belts, fixing belts, wooden slats or wrapped in stretch film, with a height of up to 170 cm and a physical weight of up to 1000 kg (in exceptional cases, indicated on the website, with a height not exceeding 220 cm and a weight of up to 1,100 kg) are received according to the ‘Consolidated (palletized) postal items’ type.

7.5. The physical weight and height of the pallet (base) includes the height and physical weight of the entire pallet. Only those postal items, for which a plastic type packaging was ordered, make an exception. The physical weight of such postal items shall be determined without taking into account the planks, and the height of the pallet shall be determined starting from the extreme points of the casing of planks.

7.6. If the pallet has an irregular geometric shape (there are parts that stand out), then its weight shall be calculated according to the extreme points of the pallet.

7.7. Pallets are divided into standard and non-standard type. Standard pallets are those pallets, whose base (according to the extreme points) does not exceed the area of 2 m².

7.8. The weight and cost of delivery of standard pallets shall be determined depending on the area of the base and the physical weight, according to the rates for the delivery of pallets that are placed on the website of the Service Provider.

7.9. The weight of the non-standard pallet with the area of the base (according to the extreme points) that exceeds 2  m² shall be calculated according to the extreme dimensions of the pallet using the formula: Pallet weight = Area of the vase [ m²] х 425 kg.

7.10. To calculate the delivery price of the non-standard pallet, the weight of the pallet and the physical weight shall be determined, by selecting the largest value. The price shall be calculated according to the rates for pallet delivery services, which are placed on the website of the Service Provider.

8. Information necessary to document postal items

8.1. Type of service: ‘Address-Address’, ‘Office-Office’, ‘Address-Office’, ‘Office-Address’, ‘Address[1]
-Parcel Locker[2]’, Office-Parcel Locker’, apply including if postal items are documented through the Personal Account

8.2. Information about the Sender:

• 1
  for legal persons and individual entrepreneurs – the corporate name / surname, name, address and mobile phone number of the contact person;
• 2
  for natural persons – the surname, name, address*, mobile phone number.

8.3. Locality of delivery of the postal item.

8.4. Information about the Recipient:

• 1
  for legal persons and individual entrepreneurs – the corporate name / surname, name, address / post office / parcel locker and mobile phone number of the contact person;
• 2
  for natural persons – the surname, name, address / postal office / parcel locker, mobile phone number.

8.5. Information about the postal item:

• 1
  number of places;
• 2
  physical weight and volumetric weight;
• 3
  declared value, if the postal item is the subject of the shipment service with declared value;
• 4
  description of the content.

8.6. Payer of the services.

8.7. Method of payment (in cash, by transfer).

8.8. Additional services.

8.9. Other information that may influence the quality, terms and price of the provided services.

Note: * for services type ‘from/to the Office’, indicate the address of the post office of New Post International MLD LLC

[1] Address – the entry of the apartment building, the number of the apartment/house/warehouse according to the shipping bill.

[2] Parcel Locker - number and/or address of the Parcel Locker.

9. Conditions of provision of postal items for shipment in the offices of NEW POST INTERNATIONAL MLC LLC

9.1. The Sender shall provide the postal item properly packaged, as required by these Rules, or may use the additional packaging service rendered by the Service Provider.

9.2. Information shall be provided to document the postal item, according to Section 8 hereof.

9.3. The Sender guarantees that all postal items provided for shipment under these Rules comply with the restrictions set forth in Section 5 above as well as with the requirements of the legislation in force. The Provider relies on this guarantee at the time when it accepts any postal item.

9.4. In case of suspicion that the postal item contains objects prohibited for shipment, the Service Provider may request the Sender to open the postal item in order to verify it. If the Sender refuses to open the postal item, it will not be accepted for shipment.

9.5. If the Sender is the payer of the services, and the method of payment is cash payment, the latter shall pay the money to the responsible personnel of the Service Provider.

9.6. The Sender is obliged to report to the Recipient the number of the express postal invoice, the delivery terms and to inform him/her of these Rules.

10. Conditions of taking over the postal item from the sender's address for shipment

10.1. The Responsible Personnel of the Service Provider will have the possibility to come on foot to the Sender's address* to take over postal items weighing no more than 30 kg.

10.2. The Responsible Personnel of the Service Provider will have the possibility to come by car to the Sender's address* to take over postal items weighing more than 30 kg.

10.3. The Sender shall provide the postal item properly packaged as required by these Rules.

10.4. The Sender shall provide information to document the postal item according to Section 8 hereof.

10.5. If the Sender is the payer of the services, and the method of payment is cash, the money shall be paid to the responsible personnel of the Service Provider.

10.6. If the weight of the postal item exceeds 30 kg, the Sender shall ensure that it is loaded into the means of transport of the Service Provider.

10.7. The Sender shall communicate to the Recipient the number of the express postal invoice, the delivery terms and inform him/her of these Rules.

10.8. The properly packaged and marked postal item is to be transmitted to the responsible personnel of the Service Provider during the working hours placed on its website.

10.9. The time spent by the responsible personnel of the Service Provider at the Sender's address shall not exceed 15 minutes.

10.10. In case of suspicion that the postal item may contain items prohibited for shipment, the Service Provider has the right to request the Sender to open the postal item in order to verify it. If the Sender refuses to open the postal item, it will not be accepted for shipment.

Note: * ‘address’ is considered the entry of the apartment building, the door of the private house, the warehouse gates at the address indicated in the express postal invoice.

11. Conditions of release of postal items in the offices of NEW POST INTERNATIONAL MLD LLC

11.1. The Recipient shall communicate the express postal invoice number to the responsible personnel of the Service Provider.

11.2. The postal item shall be released (to both natural and legal persons) subject to the Recipient submitting a supporting identity document (ID card, residence permit, passport, driver's license), The responsible person of the Service Provider shall verify the correspondence of the data provided by the Recipient with those provided by the Sender and, if they match, shall release the postal item.

11.3. Postal items addressed to legal persons shall be released to the representatives authorized for this purpose subject to submission of a duly prepared power of attorney. If the administrator of the legal entity appears, he/she is legitimized by submitting the documents that confirm the power of attorney (for example: the extract from the state register of legal persons). The representatives shall also submit an identity document that confirms their identity (identity card/residence permit), and the position held by them shall be indicated in the express postal invoice.

11.4. The Recipient can pay online or directly to the responsible personnel of the Service Provider the money for the rendered services.

12. Conditions of release of postal items at the recipient's address

12.1. The Recipient or his/her representative shall be available to receive the postal item during the working hours of the Service Provider posted on its website. As a rule, the recipient or his/her representative shall be notified (by phone call) by the responsible personnel of the Service Provider 15 minutes before arriving at the destination.

12.2. The address, corporate name / surname, name of the Recipient shall be indicated correctly, and the mobile phone number shall be current.

12.3. The responsible personnel of the Service Provider shall have the possibility to come on foot to the Recipient's address* to hand over postal items weighing no more than 30 kg.

12.4. The responsible personnel of the Service Provider shall have the possibility to come by car to the Recipient's address to hand over postal items weighing more than 30 kg.

12.5. The Recipient shall individually ensure the unloading of postal items, whose weight exceeds 30 kg, or can ask from the Service Provider the ‘Delivery to the floor’ service for an additional fee placed on its website.

12.6. The Recipient – natural person shall submit to the responsible personnel of the Service Provider one of the identity documents (identity card, passport, driver's license, residence permit), which shall confirm the identity indicated in the express postal invoice..

12.7. The postal items addressed to legal persons can only be released under the conditions provided for in Clause 11.3. hereof.

12.8. The Recipient can pay online or directly to the responsible personnel of the Service Provider the money for the rendered services.

12.9. The time spent by the responsible personnel of the Service Provider at the Recipient's address shall not exceed 15 minutes.

12.10. The delivery term for an express postal invoice may be postponed for at most 5 working days. If the postal item was not received by the Recipient within this term or the Service Provider made 3 failed attempts to deliver the postal item, it shall be returned to the Sender's address. The latter is obliged to pay the applicable costs for the return of postal items. In this case, the Sender is not entitled to any refund of the amounts he/she paid for the postal service.

Note: * ‘address’ is considered the entry of the apartment building, the door of the private house, the warehouse gates at the address indicated in the express postal invoice.

12[1]. Conditions of providing/sending/receiving postal items within the office-parcel locker and address-parcel locker service

12[1].1 The provision of postal items for shipment within the Office-Parcel Locker postal services shall be carried out in compliance with Section 9 hereof.

12[1].2 The provision of postal items for shipment, within the Address-Parcel Locker postal services shall be carried out in compliance with Section 10 hereof.

12[1].3 The delivery of the postal item to the Parcel Locker can be carried out when creating a postal invoice, provided that free cells are available in the Parcel Locker. It is not possible to deliver to the Parcel Locker more than one postal item per postal invoice.

12[1].4 The postal items weighing no more than 30 kg may be delivered to the Parcel Locker. If the postal item, due to its size, cannot be placed in the Parcel Locker or at the moment the placement is not possible due to technical malfunctions of the Parcel Locker, the postal items shall be delivered according to the sender's request.

12[1].5 After the representative of New Post International MLD LLC placed the postal item in the Parcel Locker cell, the Recipient shall be sent a SMS about the delivery of the postal item.

12[1].6 To receive the postal item at the Parcel Locker, the Recipient shall download the NOVA POSHTA mobile application and authorize him/herself using the mobile phone number, which is specified in the express postal invoice.

12[1].7 To receive the postal item, the Recipient's phone, on which the NOVA POSHTA mobile application was installed, shall have Bluetooth, geolocation and mobile Internet functions connected.

12[1].8 To receive a postal item, you shall first pay, using a bank card, the delivery services and / or the value of the postal item (refund amount), using the NOVA POSHTA mobile application or the website of the Service Provider.

12[1].9. After receiving the postal item, the Recipient shall close the Parcel Locker cell.

12[1].10 If the Recipient did not pick up the postal item from the Parcel Locker within 5 calendar days, it shall be returned to the sender.

12[1].11 The working hours of the Parcel Lockers are posted on the website of the Service Provider.

13. Additional services

13.1. The ‘Storage’ service involves the storage in the post office of the Service Provider of postal items not picked up by the Recipient within the terms set forth in these Rules. The period of storage shall not exceed 30 (thirty) working days* from the date of arrival of the postal item at the office of the Service Provider (the day of arrival is not taken into account). The storage of postal items during the first 5 (five) working days is free, after which an additional fee is charged, according to the rates posted on the website of the Service Provider. If for 30 (thirty) days after the expiry of the period of storage, the postal item was not picked up by the Recipient or the Sender, the Service Provider reserves the right, without any prior notification or formality, to manage the postal item at its own discretion (including to destroy or sell it in accordance with the applicable legal provisions, including to settle any outstanding fees, costs or expenses in connection with the postal item), being exempt from any liability.

13.2. The ‘Return Delivery’ service implies the delivery from the Recipient to the Sender of a postal item, the content of which shall be indicated in the express postal invoice under the heading ‘Return Delivery’. This service can only be accessed by the Sender.

13.3. The ‘Return delivery of documents’ service implies the return of documents to the Sender, the list of which shall be coordinated in advance with the Recipient. The documents shall be taken over from the Recipient when the postal item is released. Handing over the documents is not a mandatory condition for the release of the postal item to the Recipient, as it can also be released if the Recipient does not have documents for the return delivery.

13.4. The ‘Document signing control’ service implies the return to the Sender of the documents that were signed by the Recipient under the control of the responsible personnel of the Service Provider. The service is offered to users who concluded a specific contract/agreement with the Service Provider regarding the provision of this service.

13.5. The ‘Packaging’ service provides for the packaging of the postal item in the most appropriate type of packaging to ensure the stability and integrity of the content during processing, transport and distribution. The postal item shall be packed in the packaging chosen from the range of packaging proposed by the Service Provider.

13.6. The ‘Palleting’ service implies the provision by the Service Provider of special platforms (pallets) for stacking (placing in overlapping layers) and consolidating postal items in such a way that they form a whole unit, being fixed on the pallets with stretch films or other materials. The service is available only at the terminals of the Service Provider indicated on its website.

13.7. The ‘Readdressing’ service implies changing the delivery address of the postal item submitted for shipment only once. The address may only be changed within the borders of the Republic of Moldova.

13.8. The ‘Delivery to the floor’ service can be used in case of handing over the postal item to the Recipient's address and involves lifting it up to the floor of the building indicated by the Customer. The weight of the postal item shall not exceed 100 kg, and the distance from the parking place of the means of transport of the Service Provider and the targeted building shall be no more than 50 m. The service can be requested by the Sender when providing the postal item for shipment.

13.9. The ‘Postal item against cash on delivery’ service is a service, whose peculiarity consists in the payment by the Recipient to the Sender, through the responsible personnel of the Service Provider, of the value of the good that is subject to domestic or international postal shipment.

13.9.1 The accepted currency, in which the collection and payment of money can be made in the case of the ash-on-delivery service is MDL.

13.9.2 The amounts to be collected from the Recipient shall be specified by the Sender in the express postal invoice.

13.9.3 The maximum amount accepted by the Service Provider for a postal item that is the subject of the cash-on-delivery service is 50,000 (fifty thousand) MDL for the B2C segment, 20,000 (twenty thousand) MDL for the C2C segment, and for postal items sent through parcel lockers the maximum amount shall not exceed 5,000 MDL.

13.9.4 The deadline for transferring the amounts collected from the Recipient (in consideration of the value of the good that is subject to postal shipment) to the Sender is to be agreed in the specific contract/agreement concluded between the Service Provider and the Sender in case of business relation.

13.9.5 The cash-on-delivery postal items shall be handed over to the Recipients after full payment of the cash-on-delivery amount. After the cash-on-delivery postal item was handed over to the Recipient, it cannot be returned, and the cash-on-delivery amount cannot be refunded.

13.10. The ‘Postal item with declared value’ service involves the insurance of a postal item against loss, theft, total or partial destruction or damage, for an amount that cannot exceed the value declared by the Sender.

13.11. ‘Delivery Point’ service does not involve the transport/distribution of postal items. The Sender has the possibility to hand over the postal item to any post office of the Service Provider, with its subsequent picking up by the Recipient. From the 5th (fifth) working day after handing over the postal item to the post office (the day of handover is not taken into account), the Service Provider shall calculate the fee for ‘Storage’. If the postal item was not picked up by the Recipient or the Sender after the expiry of the 30 (thirty) working day period from the date of delivery of the postal item to the office of the Service Provider (the day of delivery is not taken into account), the rules of the ‘Storage’ service shall apply accordingly.

13.12. The use of additional services offered by the Service Provider is possible only for an additional fee provided for in the Rates of the Service Provider placed on its website (https://novapost.com/en-md/) and in force on the date of provision of the respective service.

Note: * ‘working day’ means any working day of the week, excluding Sundays and/or non-working holidays.

14. Liability

14.1. For the failure to fulfil or improper fulfilment of the obligations of provision of postal services, the Service Provider shall bear liability to the users of the postal services in accordance with the legislation in force of the Republic of Moldova.

14.2. In case of responsibility of the Service Provider, indirect losses, missed benefits or moral damages, resulting from errors, losses or delays in the delivery or distribution of postal items, shall not be taken into account when calculating the indemnity to be paid to users of postal services.

14.3. New Post International MLD LLC is not obliged to check the content of the postal item and is not responsible for the condition and quality of its content, as well as for its compliance with the requirements of the legislation in force and/or state standards. The Customer is obliged to inform the Recipient about that fact.

14.4. If the packaging of the postal item is not damaged, New Post International MLD LLC shall not be liable for the condition or quality of the content of the postal item (non-essential defects of the packaging are not recognized as defects).

14.5. The postal item shall be delivered to the Recipient or the person indicated by him/her. The postal item shall be delivered to the address indicated by the Sender or to another address indicated by the Recipient. In case of refusal to pay the cash-on-delivery amount, the Service Provider may return the postal item to the Sender and charge additional fees.

14.6. The Recipient is not allowed to open the postal item until the express postal invoice is paid in full, for postal items against cash on delivery.

14.7. If upon opening the postal item, whose packaging is not damaged (non-essential defects of the packaging are not recognized as defects), any defects or other irregularities of the content are detected, the Recipient shall immediately contact the Sender to resolve the disagreements. In this case, the postal item cannot be returned, and the cash-on-delivery amount is not returned.

14.8. New Post International MLD LLC bears liability only to the Customer that ordered the postal service.

14.9. The responsibility of the postal service provider begins from the provision of the postal items and extends until they are handed over to the Recipients or until the end of the complaint period. In case of international postal items, the liability of the Service Provider begins from the moment of its customs clearance.

14.10. In case of loss, theft or total destruction of the postal item, the Service Provider shall bear liability and pay indemnities as follows:

- with the entire declared value, for a postal item that is the subject of the service with declared value, including whether or not the postal item concerned is the subject of the cash-on-delivery service;

- with the amount that is 3 times the rate of the standard postal service, for postal items that are not objects of the delivery service with declared value, regardless of whether or not the postal item is the object of the cash-on-delivery service.

In case of loss, theft or total destruction, in addition to the indemnities mentioned above, the rates collected when providing the postal item shall also be refunded.

14.11. In case of loss or partial destruction or damage of the postal item, the Service Provider shall bear liability and pay indemnities as follows:

- with the declared value for the missing, destroyed or damaged part or with the share corresponding to the missing weight of the declared value, for postal items that are objects of the delivery service with declared value;

- with the amount representing 3 times the rate of the standard postal service, in case of partial loss, partial destruction or damage of postal items that are not objects of the delivery service with declared value.

14.12. If the postal item is the subject of the cash-on-delivery service, and after its delivery to the Recipient, the Service Provider failed to collect the amount of the refund, the latter shall bear liability and pay indemnities to the Customer in the amount of the refund.

14.13. If the good was delivered late, and the person entitled to dispose of it proves that he/she suffered damage as a result of this delay, New Post International MLD LLC shall pay an indemnity, the amount of which shall not exceed the rate paid when providing the postal item.

14.14. The Customer shall be fully responsible for the information specified in the postal documents that accompany the postal items (egg: express postal invoice) and the content of the postal item, as well as for all documents that shall be prepared and sent by the Customer to the Recipient in connection with the postal item, content and/or operation based on which the Customer transmits the content to the Recipient.

14.15. The Customer shall be responsible for all negative consequences (breakage, tearing, deformation, etc.) in case of improper packaging of the postal item (packaging that does not correspond to the specifics of the postal item, its weight or the standards, specifications or requirements for the packaging of the postal item, set forth by these Rules) and/or lack of special marking.

14.16. If the postal item sent by the Customer contains toxic, radioactive, chemical substances, acids or other dangerous compounds, the Customer shall be fully liable for the damages caused to third parties, the Service Provider and other persons, whose postal items were transported or stored together with the postal item of the Customer.

15. Settlement of complaints

15.1 All disputes and disagreements arising from the provided services shall be resolved through negotiations. Compliance with the extrajudicial dispute resolution procedure is mandatory. Complaints shall preferably be submitted by e-mail to the address of the service provider reclamatii@novaposhta.md or through all the channels available on the website https://novapost.com/en-md/ or the mobile application. Complaints can be submitted and/or at the post offices of the service provider New Post International MLD LLC including by registered letter with acknowledgement of receipt.

The user shall indicate in the complaint:

1) the full name or corporate name and the address of the Customer;

2) the postal service;

3) the category and type of the postal item, with the registration number and the amount of the declared value, if applicable;

4) the copy of the payment receipt;

5) the post office where the postal item was submitted;

6) the date of submission of the postal item;

7) the reason of the complaint;

8) the Customer's contact details: telephone number and e-mail address, where the Customer wants to receive information about the submitted complaint.

15.2. The user can file prior complaints to the Service Provider for domestic and international postal items within 60 (sixty) days, starting with the second day from the date of receipt of the postal item by the Service Provider.

15.3. The Service Provider shall examine and respond to users’ complaints in the shortest possible time, which shall not exceed 30 days from the date of submission of the complaint for domestic and international postal items.

15.4 If the Service Provider and the users did not manage to resolve the disputes amicably, the dispute shall be submitted to the competent court of the Republic of Moldova.

16. Confidentiality

16.1. The Service Provider shall ensure the organizational and technical measures necessary for the protection of personal data against destruction, modification, blocking, copying, distribution, as well as against other illegal actions, which are designed to ensure an adequate level of security and confidentiality having due regard to the risks from processing and the nature of the processed data and shall bears liability for the failure to comply with the protection of personal data in these cases.

16.2. The user declares that he/she expressly and unequivocally gives his/her consent for his/her personal data to be entered into the database of New Post International MLD LLC and to be processed and used for the purpose of provision of postal services, including in the future. The user declares that he/she gives his/her consent to the transfer of personal data to the Partners of New Post International MLD LLC for the purpose of provision of postal services.

17. Circumstances which justify the non-fulfilment

17.1. New Post International MLD LLC shall not be liable for the failure to fulfil or improper fulfilment of obligations, if this is due to an impediment beyond the control of New Post International MLD LLC and the Service Provider could not reasonably be required to avoid or overcome the impediment or its consequences.

17.2 The circumstances justifying the non-fulfilment within the meaning of these Rules include, but are not limited to, the following: natural disasters (floods, earthquakes, snow storms, ice on roads, significant decrease or increase in air temperature and other natural calamities), biological, man-made and anthropogenic disasters (explosions, fires, epidemics, epizootics, epiphytes, etc.), circumstances of public life (wars or military actions, blockades, public disturbances, manifestations of terrorism, mass strikes, power cuts, etc.), road accidents with the involvement of the employees of the Service Provider, actions or normative requirements of public authorities, as well as other circumstances beyond the control and will of New Post International MLD LLC, which directly affect the actions of the Service Provider and make it impossible to fulfil the assumed obligations.

17.3 According to these Rules, a significant decrease or increase in temperature means the actual decrease or increase in the temperature of the ambient air to a point, at which postal items received for shipment, which are stored in the warehouse, in the cargo compartment of the vehicle of the Service Provider or of a third party involved for transport, break down, deform, deteriorate, change their properties and qualities.

18. Terms of return of funds or cancellation of the transaction

18.1 Services - Postal and courier services

18.2 Terms of payment - Online payment via Visa/Mastercard on the website https://novapost.com/ro-md, cash upon order delivery, cash, and bank card payments at post offices through POS terminals.

18.3 Terms and Conditions for Service Refunds/Money Transactions - In case an incorrect reference number has been provided, the payer will submit a request to info@novaposhta.md, stating the incorrectly provided number, the correct one, and the details to which the funds should be refunded, following the processing of the respective request. Upon confirmation of validation, the funds will be returned to the payer within a maximum of 14 calendar days from the date of submitting the request.

18.4 Customer Support Contacts:
info@novaposhta.md, 022 855 969, Monday - Saturday: 09:00 - 19:00.

19. Procedure for selling or destroying a parcel

19.1 If the shipment is undeliverable for any reason, the Operator will attempt to contact the sender to arrange for the return of the shipment, subject to any local regulatory restrictions. If it is not possible to contact the sender or the sender does not provide instructions within an acceptable time frame, the Operator may return the shipment to the sender, send it for temporary storage, place the shipment in a regular warehouse or a bonded warehouse, or dispose of it, in accordance with the requirements of local law or the applicable local rules of the Operator's partners.

19.2 If the shipment cannot be delivered, cleared or returned, the Operator may transfer or dispose of the shipment, in accordance with the requirements of local legislation or the applicable local rules of the Operator's partners. The sender is responsible for paying all costs, expenses and payments incurred in the process of returning, storing or disposing of undelivered shipments, except for cases where the shipment was not delivered due to the fault of the Operator.

19.3 Shipments that cannot be returned due to local regulatory restrictions or applicable local rules of the Operator's partners shall be sent for temporary storage, placed in a regular warehouse or a prescribed customs warehouse or disposed of in accordance with such rules. The Sender agrees to pay all costs incurred by the Operator in connection with such placement or disposal.

19.4 The Operator shall be entitled to sell the Parcel or part thereof after 6 months from the date of its deposition with Operator in case of Parcels, if:

• 1
  the Parcel cannot be delivered and at the same time cannot be returned or is not to be returned; or
• 2
  there is a reasonable cause to suspect that the contents of the Parcel will deteriorate before delivery.

19.5 The Operator may only sell a Parcel or part thereof after the Operator has opened the Parcel in accordance with these Terms.

19.6 When selling a Parcel or part thereof, the Operator shall take into account that the sale is reasonably advantageous to the Sender. The Operator shall sell the Parcel via public auction on its website.

19.7 If possible, the proceeds of the sale, after deducting storage costs, selling costs and unpaid portion of the price (“Net Yield“), the Operator shall deliver to the Sender. If the Net Yield has not been delivered, Sender shall have the right to request its release within 1 year of the sale of the Parcel or any part thereof. Upon expiry of this period, the entitlement to the release of the Net Yield shall cease and the Net Yield shall be forfeited to the Operator.

19.8 In particular, the Operator will not sell the Parcel if the cost of selling the Parcel is disproportionate to the proceeds of the sale.

19.9 The Operator shall be entitled to destroy the Parcel or any part thereof after expiry of the periods stated in 1, if the contents of the Parcel have deteriorated in whole or in part.

19.10 The Operator shall be entitled to destroy the Parcel or part thereof before the expiry of the agreed period if it is necessary to ensure the protection of human health.

19.11 If the Parcel is not sold and cannot be delivered and at the same time cannot be returned or is not to be returned according to the Postal Service Agreement, the Operator shall destroy it at the expiry of 1 year after its acceptance by the Operator.

19.12 The provisions of this section of these Terms shall not apply to Parcels that are considered inviolable under an international treaty that is part of the legal system of the country. The contents of a Parcel which is covered by the privacy of correspondence cannot be sold.

19.13 In case of a compliant proceeding in regard to a particular Parcel, the periods stated in 1 are prolonged in respect of such Parcel until the expiration of the period during which all relevant legal remedies can be applied/exercised.

20. Final clauses

20.1 These Rules enter into force from the moment of their publication on the website https://novapost.com/en-md/.

20.2 These Rules are written in Romanian, English and Ukrainian. In case of discrepancies in the interpretation of the clauses of these Rules, the version in Romanian prevails.

Edition 3.2 in force from 01 January 2024