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General terms and conditions
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GENERAL CONDITIONS REGARDING THE PROVISION OF POSTAL SERVICES

applied by NOVA POSHTA GLOBAL RO S.R.L. on 06.06.2025

  1. 1
    Applicability
    1. 1.1
      These general conditions regarding the provision of postal services define the terms and conditions for the provision of postal services (hereinafter referred to as "Postal Services" and defined in Article 2 below) provided by NOVA POSHTA GLOBAL RO S.R.L., a limited liability company organized and operating in accordance with Romanian law, with its registered office in Bucharest, Sector 3, Burniței Street no. 24, Office A74, 1st Floor, registered with the Trade Register Office attached to the Bucharest Tribunal under no. J2022018831405 , having the Unique European Identifier (EUID) ROONRC.J2022018831405 and unique registration code RO 46883384 (hereinafter referred to as the "Company").
    2. 1.2
      The Company offers and provides Postal Services, in accordance with the applicable legislation in the field of postal services.
  1. 2
    Definitions

Within these General Conditions, the following definitions shall apply:

  • Address – the physical address of the place of delivery (including delivery to a mailbox or to an automated delivery system, where applicable) of a Postal Item, chosen by the Sender or the physical address of the place of their return to the Sender.
  • Addressee - the person to whom the Postal Item is addressed.
  • Working Days - ordinary days from Monday to Friday, excluding Saturdays, Sundays, and legal holidays in Romania.
    Postal Service Tariff – the fee charged by the Company for the provision of the postal service.
  • Sender - the natural or legal person who initiates the Postal Item and, personally or through a third party, introduces it into the Postal Network.
  • Integrator – any natural or legal person acting on a contractual basis as an intermediary between one or more senders and the Company, whose activity consists, in whole or in part, in generating and processing Postal Items and introducing them into the Company's Postal Network for delivery to the Address indicated by the Sender. These services provided by the Integrator are not Postal Services.
  • Access Points - the physical facilities, including mailboxes, made available to the public, through which Postal Items can be introduced into the Postal Network.
  • GEO 13/2013 - Government Emergency Ordinance no. 13/2013 on postal services, approved, with amendments and completions, by Law no. 187/2013, with subsequent amendments and completions.
  • Decision 925/2023 – ANCOM Decision no. 925/2023 on the general authorization regime for the provision of postal services.
  • Paper-Based Postal Money Order Service - a Postal Service whose particularity consists in completing a physical form on the basis of which the transfer and remittance of a sum of money, without any deduction, to the Addressee is executed according to the Sender's instructions.
  • Postal Item – an addressed item, in the final form in which it is to be transported and delivered to the address indicated by the Sender on the item itself, on the packaging, or in a distribution list. In addition to correspondence items, this category includes, for example, printed matter, "M" bags, small packets, Postal Parcels containing goods with or without commercial value, and paper-based postal money orders. Hybrid mail is not included in this category.
  • General Conditions - these general conditions for the provision of Postal Services drawn up by the Company, which have the minimum content provided for in pt. 2.14.1. of the General Authorization Regime for the provision of postal services, contained in Annex no. 1 of Decision 925/2023, and which are an integral part, together with the service tariffs and, where applicable, the commercial names of the services, additional features, etc., of the provider's commercial offer of postal services, representing the general clauses of the contract that the provider will conclude with the sender.
  • The Company - Nova Poshta Global RO S.R.L., as defined in Article 1.1. above.
  • Website – the Company's website, through which the Company offers Postal Services, namely https://novapost.com/ro-ro.
  • Mobile Application – the official mobile application of the Company, launched by the Company for the purpose of providing Postal Services.
  • Postal Services - services consisting of the collection, sorting, transport, and delivery of Postal Items.
  • Postal Network – the system of organization and resources of any kind used by the Company, mainly for:
    1. a)
      the collection of Postal Items;
    2. b)
      the transport and handling of Postal Items from the Access Points to the distribution centers;
    3. c)
      the distribution of Postal Items to the indicated Addresses.
  • Contact Points – the set of physical facilities through which Postal Items can be delivered to the Addressees.
  • Automated collection and/or delivery systems – unmanned, automated, and digitized access points for collection and/or contact points for delivery, which are used for the provision of self-service Postal Services.
  • Registered Item Service – a Postal Service whose particularities consist in offering a flat-rate guarantee against the risks of loss, theft, total or partial destruction or damage of the registered Postal Item and in issuing, upon request, after the submission, respectively the delivery of the Postal Item, a proof of submission of the Postal Item or delivery to the Addressee, without being confirmed in writing by the latter.
  • Declared Value Item Service - a Postal Service whose particularity consists in insuring a registered Postal Item against loss, theft, total or partial destruction or damage, for an amount that cannot exceed the value declared by the Sender, and in issuing, upon request, after the submission, respectively the delivery of the Postal Item, a proof of submission of the Postal Item or delivery to the Addressee, without being confirmed in writing by the latter.
  • Cash on Delivery Service - a Postal Service whose particularity consists in the payment by the Addressee to the Sender, through the Postal Network, of the value of the goods that are the subject of the registered Postal Item.
  • Acknowledgement of Receipt Service - a Postal Service whose particularity consists in handing over to the Sender proof of the delivery of the registered Postal Item, confirmed in writing by the Addressee.
  • Special Delivery Service - a Postal Service for registered Postal Items, whose particularity consists in the delivery of the Postal Item personally to the Addressee or to the person authorized to receive the Postal Item, according to the Sender's instructions regarding either the date and time of delivery, to the indicated Address, or the order of delivery, in the case of several Addressees.
  • Express Service – a Postal Service that cumulatively involves:
    1. a)
      the issuance by the provider to the Sender of proof that allows the provider to internally identify the Item in the Postal Network and that attests to the date and time of submission, as well as, as a rule, the payment of the tariff;
    2. b)
      the delivery of the Postal Item to the Addressee's address, personally to the Addressee or to the person authorized to receive the Postal Item;
    3. c)
      the rapid delivery of the Postal Item;
    4. d)
      the provider's liability for failure to comply with the delivery time provided for in these general conditions for the provision of postal services.
  • Direct Mail Advertising Service – a Postal Service having as its object a number of at least 500 domestic or international postal items submitted at the same access point, at the same time, which are to be transported and delivered to the address indicated by the Sender on the item itself, on its packaging or in a distribution list, consisting exclusively of advertising, marketing or publicity materials, which contain identical messages, with the exception of the name, address and identification number of the Addressee, as well as other modifications that do not alter the nature of the message. Receipts, invoices, financial statements and other messages with different content, as well as Postal Items containing, in addition to direct mail advertising, other items in the same packaging, do not constitute direct mail advertising.
  • Standard Postal Service - a service consisting in the provider taking over the Postal Item and handing it over to the Addressee or, where applicable, to the person authorized to receive the Postal Item at the Address indicated by the Sender, within a certain period and in exchange for a tariff.
  • Postal Parcel – a postal item with a maximum weight of 31.5 kg, containing goods with or without commercial value.
  1. 3
    Postal Services provided by the Company
    1. 3.1
      The Company provides the following types of Postal Services:
      1. 3.1.1
        Services consisting of the collection, sorting, transport, and delivery of domestic and international Postal Items weighing up to 2 kg (inclusive) (correspondence items, printed matter).
      2. 3.1.2
        Services consisting of the collection, sorting, transport, and delivery of domestic and international cecograms.
      3. 3.1.3
        Services consisting of the collection, sorting, transport, and delivery of domestic and international Postal Parcels weighing up to 10 kg (inclusive).
      4. 3.1.4
        Services consisting of the distribution of international Postal Parcels with weight limits between 10 kg and 20 kg (inclusive) sent from outside the territory of Romania to an address on its territory.
      5. 3.1.5
        Registered item service for domestic and international Postal Items weighing up to 2 kg (inclusive) (correspondence items, printed matter).
      6. 3.1.6
        Declared Value Item Service for domestic and international Postal Items weighing up to 2 kg (inclusive) (correspondence items, printed matter) or domestic and international Postal Parcels weighing up to 10 kg (inclusive), respectively international Postal Parcels with weight limits between 10 kg and 20 kg (inclusive) sent from outside the territory of Romania to an address on its territory.
      7. 3.1.7
        Services consisting of the collection, sorting, transport, and delivery of domestic and international Postal Items weighing more than 2 kg (correspondence items, printed matter).
      8. 3.1.8
        Direct Mail Advertising Services for domestic and international Postal Items.
      9. 3.1.9
        Services consisting of the collection, sorting, transport, and delivery of domestic Postal Parcels with weight limits between 10 kg and 31.5 kg (inclusive).
      10. 3.1.10
        Services consisting of the collection, sorting, and transport of international Postal Parcels with weight limits between 10 kg and 31.5 kg (inclusive) sent from the territory of Romania to an address outside its territory.
      11. 3.1.11
        Services consisting of the distribution of international Postal Parcels with weight limits between 20 kg and 31.5 kg (inclusive) sent from outside the territory of Romania to an address on its territory.
      12. 3.1.12
        Cash on Delivery Service.
      13. 3.1.13
        Special Delivery Service.
      14. 3.1.14
        Acknowledgement of Receipt Service.
      15. 3.1.15
        Express Service.
      16. 3.1.16
        Domestic and international Paper-Based Postal Money Order Service.
    2. 3.2
      All Postal Services provided for in Article 3.1. above may be provided directly by the Company and/or by one or more authorized subcontractors of the Company.
    3. 3.3
      The Company offers a standard service consisting of the collection, sorting, transport, and delivery of Postal Items in Romania and internationally in the following variants:
      1. 3.3.1
        to any receptacle (the mailbox at the Addressee's Address, post office box, automated delivery system, poste restante, etc.) in which the Addressee agrees to receive Postal Items; in the case of delivery to any automated delivery system, the Company will mandatorily send the Addressee a prior notice announcing the arrival of the Postal Item.
      2. 3.3.2
        At the Address indicated by the Sender, personally to the Addressee or to the person authorized to receive the Postal Item.
      3. 3.3.3
        At the staffed Contact Point, personally to the Addressee or to the person authorized to receive the Postal Item, after prior transmission of a notice announcing the arrival of the Postal Item.
      4. 3.3.4
        The delivery of the Postal Item that is the subject of a standard Postal Service is not conditioned by the Company on the signature of the Addressee or the person authorized to receive the Postal Item on the document or device used for this purpose by the Company or on the provision of an alphanumeric code.
      5. 3.3.5
        In the case of the Paper-Based Postal Money Order, the standard postal service consists in the Company taking over the sum of money that is the object of this service and remitting it to the Addressee, according to the Sender's instructions, within a certain period and in exchange for a tariff.
    4. 3.4
      By way of exception from the provisions of Article 3.3., the delivery of the Postal Item which is the subject of the Acknowledgement of Receipt Service shall be carried out only in one of the following ways:
      1. 3.4.1
        at the Address indicated by the Sender, personally to the Addressee or to the person authorized to receive the Postal Item.
      2. 3.4.2
        at the Contact Point, personally to the Addressee or to the person authorized to receive the Postal Item, after prior transmission of a notice announcing the arrival of the Postal Item.
    5. 3.5
      By way of exception from the provisions of Article 3.3., the delivery of the Postal Item which is the subject of the Cash on Delivery Service shall be carried out only in one of the following ways:
      1. 3.5.1
        at the Address indicated by the Sender, personally to the Addressee or to the person authorized to receive the Postal Item.
      2. 3.5.2
        at the staffed Contact Point, personally to the Addressee or to the person authorized to receive the Postal Item, after prior transmission of a notice announcing the arrival of the Postal Item.
      3. 3.5.3
        at any automated delivery system at which the Addressee agrees to receive the goods that are the subject of the Cash on Delivery Service and which allows the Addressee to pay their value, after prior transmission of a notice to the Addressee announcing the arrival of the Postal Item.
    6. 3.6
      By way of exception from the provisions of Article 3.3., the delivery of the sum of money which is the subject of the Paper-Based Postal Money Order Service shall be carried out only in one of the following ways:
      1. 3.6.1
        at the Address indicated by the Sender, personally to the Addressee.
      2. 3.6.2
        personally to the Addressee, at the staffed Contact Point, after prior transmission of a notice announcing the arrival of the Postal Money Order.
      3. 3.6.3
        into the Addressee's bank account indicated by the Sender on the standard form.
    7. 3.7
      The delivery of the Postal Item which is the subject of the Express Service or the Special Delivery Service shall be carried out at the Address indicated by the Sender, personally to the Addressee or to the person authorized to receive the Postal Item.
    8. 3.8
      The Company has the right to refuse to deliver the Postal Item to the Addressee when the Postal Item collected through unmanned Access Points does not comply with the general conditions of acceptance established by the Company, as well as in the situation where the Sender has not paid the full tariff for the Postal Service.
    9. 3.9
      The Company has the obligation to collect, upon delivery of the Postal Item, the value of the goods that are the subject of the Cash on Delivery Service, declared by the Sender, and to subsequently transmit it to the Sender.
    10. 3.10
      The delivery to the Sender of the sum of money which is the subject of the Cash on Delivery Service shall be carried out only in one of the following ways:
      1. 3.10.1
        at the Address indicated by the Sender, personally to the Sender.
      2. 3.10.2
        personally to the Sender, at the Contact Point (including an automated system that allows payment of the sum of money to the Sender), after prior transmission of a notice announcing the availability of the sum of money.
      3. 3.10.3
        into the bank account indicated by the Sender.
    11. 3.11
      The Company is obliged to deliver the Postal Item which is the subject of the Acknowledgement of Receipt Service only on the condition that the Addressee or the person authorized to receive the Postal Item confirms, in writing, the receipt of the Postal Item, by indicating the date and the full name, their capacity in relation to the Addressee and, respectively, by adding their signature on the form established and used by the Company for this purpose. The Company has the obligation to hand over to the Sender or Integrator, under the conditions of Article 3.4. above, the form attesting, in writing, the confirmation of receipt of the Postal Item by the Addressee or by the person authorized to receive the Postal Item.
    12. 3.12
      In the case of the Registered Item Service, the Company is obliged to issue, free of charge, to the Sender or Integrator a proof attesting the submission of the Postal Item in the Company's Postal Network or the delivery to the Addressee of the Postal Item, when requested by the latter within the term established in accordance with the provisions of Article 6.4. below.
    13. 3.13
      In the case of the Declared Value Item Service, the Company is obliged to issue, free of charge, to the Sender or Integrator a proof attesting the submission in the Company's Postal Network or the delivery to the Addressee of the Postal Item, when requested by the latter within the term established in accordance with the provisions of Article 6.5. below.
  2. 4
    Terms and conditions
    1. 4.1
      The individual contract is considered concluded between the Sender or Integrator and the Company under these General Conditions at the time of acceptance of the Postal Item into the Postal Network, without the need for a written document.
    2. 4.2
      In the case of the Cash on Delivery Service, the Acknowledgement of Receipt Service, Special Delivery or, respectively, Services for Declared Value Postal Items, the Company will issue, including by electronic means, at the latest at the time of acceptance of the Postal Item, a proof attesting to the service chosen by the Sender or Integrator.
    3. 4.3
      In the case of the Paper-Based Postal Money Order Service, the individual contract is considered concluded between the Sender and the Company under these General Conditions at the time the Company takes over the money order form and the sum of money to be transferred and remitted to the Addressee through the Postal Network.
    4. 4.4
      The Postal Services are provided by the Company directly and/or through one or more authorized subcontractors of the Company. The Company provides Postal Services in accordance with the applicable legislation in the field.
    5. 4.5
      In the case of international Postal Items, the legal provisions applicable in the customs field, as well as the legislation of the states on whose territory component operations of the postal services are performed and those transited by the Postal Item, shall be additionally complied with by both parties.
  3. 5
    Conditions for acceptance of Postal Items
    1. 5.1
      Packaging and labeling conditions
      1. 5.1.1
        The Sender/Integrator must properly package the Postal Item, ensuring the safety of the Postal Service and the intact delivery of the content of the Postal Item.
      2. 5.1.2
        The packaging and labeling of Postal Items must comply with the following rules:
        1. 5.1.2.1
          the packaging of the Postal Item must be appropriate and of good quality so as to ensure the stability and integrity of the Postal Item during its collection, sorting, transport, and delivery; the packaging must correspond to the weight, shape, and nature of the content, as well as the mode and duration of transport and protect the content so that it cannot be damaged by pressure or successive handling, and may be, as appropriate, made of cardboard boxes, plywood, wood, plastic, metal, or suitable non-standard packaging.
        2. 5.1.2.2
          the packaging must be adequate to prevent damage to other Postal Items and/or to cause accidents or significant damage to persons handling the Postal Items, the environment, the installations used, or other postal items.
        3. 5.1.2.3
          the packaging must not be transparent.
        4. 5.1.2.4
          Postal Items containing fragile goods must be properly packaged by the Sender, using bubble wrap, air cushions, separators, foam sheets, wood shavings, shock-resistant polystyrene, or other material that absorbs mechanical shock as filling. In addition, the "Fragile" inscription and, if applicable, handling labels (orientation arrows) must be applied to the outside. Also, the strength and durability of the chosen packaging will be taken into account in accordance with the content (for example, flat fragile objects should have protective separators, computer disks must be protected with special bubble materials, the sharp edges of goods must be protected with support material, well-secured; valuable goods must be protected with at least double cardboard packaging; for wooden boxes, the corners must be checked/secured and the lid must be tightly closed, etc.). The Company undertakes to recognize and respect the inscriptions/labels applied by the sender and to pay special attention to the handling and storage of the Postal Items in question.
        5. 5.1.2.5
          markings placed on the packaging of the Postal Item must not cover the delivery Address and may not have content prohibited by law.
    2. 5.2
      Conditions for the return of the Postal Item to the Sender or Integrator, the method of delivery and the pricing of this operation
      1. 5.2.1
        The Postal Item will be returned to the Sender/Integrator after the expiry of the retention periods mentioned in Article 5.16.1., respectively Article 5.16.2. below (with the exception of the situation in point (iii) below, in which the Company will return the Postal Item to the Sender/Integrator without notifying the Addressee and without keeping the Postal Item at the Addressee's disposal) in the following situations:
        1. 5.2.1.1
          The Addressee's Address does not exist or at the indicated Address there is no building or receptacle to which the Postal Item can be delivered or a service available for receiving the Postal Item.
        2. 5.2.1.2
          The Addressee or the person authorized to receive the Postal Item was not found at the indicated Address, after the expiry, where applicable, of the retention period for delivery.
        3. 5.2.1.3
          The Addressee or the person authorized to receive the Postal Item has refused, as the case may be, to receive the Postal Item or the sum of money which is the subject of the Paper-Based Postal Money Order Service, to sign the standard form provided by the Company in accordance with the legal provisions on the basis of which the delivery of the sum of money is executed, or to confirm in writing the receipt of the Postal Item in the case of the Acknowledgement of Receipt Service or to pay the value of the goods which are the subject of the Cash on Delivery Service.
      2. 5.2.2
        The Company will return the Postal Item at the Sender's expense (according to the tariffs indicated in the commercial offer), after notifying the Sender to this effect, as the case may be, to the Sender's Address, or to the staffed Access Point. The Postal Items are returned on the basis of a delivery-receipt protocol signed by the Sender, within 5 Working Days from the expiry of the retention period or from the date of the delivery attempt for domestic Postal Items, respectively within 7 Working Days for international Postal Items. In case of initial impossibility of delivering the returned postal item to the sender, the Company will notify the sender by a notice announcing the attempt to return the postal item and will keep the respective postal item at the contact point, for delivery, for a period of 5 days from the date of notification.
    3. 5.3
      Postal items refused at collection
      1. 5.3.1
        The following postal items are refused for collection by the company:
        1. 5.3.1.1
          Postal Items consisting of goods whose transport is prohibited by legal provisions, even if only on a portion of the route.
        2. 5.3.1.2
          Postal Items whose packaging bears inscriptions that contravene public order or good morals, as well as Postal Items that consist of goods that contravene public order or good morals, if they are deposited unpackaged or in transparent packaging.
        3. 5.3.1.3
          Postal Items that have old, unremoved labels or inscriptions.
        4. 5.3.1.4
          Postal items containing cash, including currency (except for the Paper-Based Postal Money Order Service), securities, payment cards and other means of payment.
        5. 5.3.1.5
          firearms, pneumatic weapons and their parts, ammunition, bladed weapons, goods that imitate firearms and bladed weapons, other goods specially designed for attack and defense (pistols, stun guns, liquid paralyzing sprays, daggers, etc.).
        6. 5.3.1.6
          jewelry, works of art, antique valuables and other goods of special value.
        7. 5.3.1.7
          substances such as: hydrogen peroxide, acids, high-octane pollutants containing oxygen (chemical compounds added to gasoline), as well as liquids and substances in packaging found to contain dangerous substances, such as flammable substances, flammable and explosive substances, radioactive substances and other dangerous goods with corresponding labels ("explosive materials and substances", "gases", "flammable liquids", "self-igniting substances", "toxic and infectious substances", "oxidizing substances", "radioactive", "caustic and corrosive substances", "other dangerous substances and products"), carcinogenic substances and any substances that may endanger human life or health.
        8. 5.3.1.8
          cylinders with liquid or gas, including all types of fire extinguishers (with the exception of empty cylinders without a valve).
        9. 5.3.1.9
          containers with liquid, without manufacturer's labels (stickers) with information about the name of the substance, properties and storage conditions, with signs of damage, signs of leakage, unpleasant odor ; if the liquid has chemical properties, a corresponding marking is required.
        10. 5.3.1.10
          fluorescent lamps and other goods containing mercury or asbestos and goods made from them (pipes, slate, etc.).
        11. 5.3.1.11
          used batteries, including those for cars, motorcycles, agricultural machinery.
        12. 5.3.1.12
          animals, insects, animal remains, untreated hides, human ashes or remains, human and animal organs, tissues and body fluids, and other biologically active objects,
        13. 5.3.1.13
          live plants.
        14. 5.3.1.14
          tobacco, electronic cigarettes and their parts.
        15. 5.3.1.15
          food requiring special temperature conditions or having a shelf life of up to 5 days (the expiry date is indicated on the packaging), refrigerated or frozen food, dairy products, vegetables and fruit.
        16. 5.3.1.16
          medicines and hygiene goods that require special storage and transport conditions, ethyl alcohol, veterinary immunobiological products.
        17. 5.3.1.17
          narcotic drugs, narcotic substances, cannabis substances, psychotropic and psychoactive substances and similar substances, in particular, those subject to special control in accordance with the legislation in force.
        18. 5.3.1.18
          goods that emit aromas and odors, that are dirty and that may harm other goods or human or animal health (including cooked food, heavily contaminated parts, objects in oil or other corrosive substances, live bacteria and viruses, toxic substances).
        19. 5.3.1.19
          any other goods prohibited by the legislation in force, even for part of the delivery route.
      2. 5.3.2
        The Company will refuse the Postal Items mentioned in pt. 5.3.1. above.
      3. 5.3.3
        The Sender has the obligation not to introduce into the postal network Postal Items containing objects prohibited by legal provisions, even if only for a part of the route. The Sender is responsible for damages that may be caused to the Company as a result of the introduction into the postal network of goods (products, materials or values) prohibited by law or of those mentioned in pt. 5.3.1. above.
    4. 5.4
      Maximum allowed limit of the cash on delivery and the object of the cash on delivery
      In the case of the Cash on Delivery Service, the maximum cash on delivery limit allowed by the Company is 5,000 RON (or the equivalent in EURO). The Company will provide the Sender with a form by which the Sender will declare on their own responsibility the object of the Cash on Delivery Postal Item. The Company undertakes to collect, upon delivery of the Postal Item, from the Addressee, the value of the goods that are the subject of the Cash on Delivery Service, declared by the Sender, and to subsequently transmit it to the Sender.
    5. 5.5
      Maximum allowed limit of the postal money order
      In the case of the Paper-Based Postal Money Order Service, the maximum postal money order limit allowed by the Company is 5,000 RON (or the equivalent in EURO).
    6. 5.6
      Maximum limit of the declared value and the object
      In the case of the Declared Value Item Service, the maximum declared value limit allowed by the Company is 10,000 RON (or the equivalent in EURO). The Company will provide the Sender with a form by which the Sender will declare on their own responsibility the object of the Declared Value Postal Item.
    7. 5.7
      Paper-Based Postal Money Order Service – conditions and accepted currency
      The accepted currency in which the collection, respectively the payment of sums of money to the Addressees, in the case of the Postal Money Order Service, is RON, EURO or another currency agreed with the Sender. The method of collection and, respectively, of payment of the postal money order is in cash or by bank transfer.
      The Company will make available to the Sender and will request the completion of the standard form established and provided by the Company for this purpose, which will include sections regarding: (i) the identity of the Company; (ii) the sum of money that is the object of the Postal Money Order; (iii) the date on which the sum of money was taken over by the Company; (iv) the name and surname/denomination, as well as the address of the Sender; (v) the name and surname/denomination, address and, where applicable, the bank account of the Addressee; (vi) the Sender's signature; (vii) the Addressee's signature or confirmation of the remittance of the sum of money that is the object of the Postal Money Order to the Addressee's account, as the case may be.
    8. 5.8
      Cash on Delivery Service – conditions and accepted currency
      The accepted currency for collection from Addressees, respectively payment of sums of money to Senders, in the case of the Cash on Delivery Service, is RON, EURO or another currency agreed with the Sender. The method of collection and, respectively, payment of the cash on delivery is in cash or by bank transfer.
    9. 5.9
      Type of Postal Items
      The object of all Postal Services provided by the Company mentioned in Article 3.1. above may consist of both domestic and international Postal Items, with the exception of the Acknowledgement of Receipt Service, in which case the object of the Postal Services provided by the Company consists only of domestic Postal Items.
    10. 5.10
      Size and weight of Postal Items
      The maximum dimensions and weight accepted by the Company for Postal Items are as follows:
      1. 5.10.1
        the maximum dimensions of Postal Items must not exceed 170 cm in width, 170 cm in height, and 300 cm in length.
      2. 5.10.2
        the maximum weight of Postal Items must not exceed 31.5 kilograms.

        By way of exception from pt. (i), Postal Items to be collected by the Company from the Address indicated by the Sender may not exceed a maximum length of 120 cm, and the sum of the dimensions must not exceed 150 cm.

        By way of exception from pt. (i) and (ii), in the case of Postal Items collected through automated collection systems, the maximum allowed weight of the Postal Items is 30 kg, and their dimensions may not exceed 40*30*60 cm.
    11. 5.11
      Completion of identification data and the address of the Sender or Addressee
      1. 5.11.1
        For the provision of Postal Services, when ordering them, the Sender will communicate to the Company the identification data of the Sender (name and surname / name in the case of legal persons, respectively the complete collection/delivery Address (where applicable), contact mobile phone number, e-mail address).
      2. 5.11.2
        For the provision of Postal Services, when ordering them, the Sender will communicate to the Company the identification data of the Addressee (name and surname / name in the case of legal persons, respectively the complete collection/delivery Address (where applicable)), which will also have to be clearly placed on the packaging of the Postal Item, and in the case of Cash on Delivery and Paper-based Postal Money Order services, also those of the senders (corresponding to the service in question).
    12. 5.12
      Number of Postal Items
      The Company does not impose a minimum or maximum number of Postal Items that can be the subject of the Postal Service, with the exception of the Direct Mail Advertising Service, which can have as its object a number of at least 500 domestic or international Postal Items submitted at the same time to a staffed Access Point.
    13. 5.13
      Proof of identity/capacity as the Sender's representative of the person submitting the Postal Item
      The identity and capacity as the Sender's representative of the person submitting the Postal Item will be verified by presenting an identity document, respectively the identity document of the depositor, accompanied, as the case may be, by a document/instrument/communication etc. intended to attest to the capacity as the sender's representative.
    14. 5.14
      Proof of the Addressee's identity/capacity as the Addressee's representative
      The Addressee's identity will be verified by presenting the identity document of the person in question. Proof of the identity of the person authorized to receive the postal item is their identity document accompanied, as the case may be, by a document/instrument/communication intended to attest to their right to receive the postal item. The Company does not use additional methods of identifying the Addressee.
    15. 5.15
      Methods of payment for the Postal Service tariff
      The Postal Service tariffs can be paid:
      1. 5.15.1
        in cash;
      2. 5.15.2
        by bank card.

        Postal Service tariffs are paid in advance of the collection of the postal item, by the Sender, except when the Addressee is the payer of the Postal Services, in which case they may pay the Tariff upon delivery of the Postal Item.
    16. 5.16
      Retention periods for Postal Items
      1. 5.16.1
        In the case of delivery of Postal Items through automated delivery systems, the Company will provide the Addressee with a period of 36 hours to collect the Postal Item, which is calculated from the date of notification that the Postal Item has been deposited at the automated system. The retention for collection of the Postal Item does not involve the payment of additional tariffs. In the notice mentioned in this article, the Company will indicate the retention period of the Postal Item for collection and the minimum data necessary to identify and access the automated delivery system, as well as the operating hours of the system, insofar as it is not non-stop. The Company undertakes to respect the Address indicated by the Sender for the delivery of the Postal Item. In the event that the Postal Item cannot be delivered to the automated delivery system indicated by the Sender, the Company undertakes to obtain from the Addressee of the Postal Item permission to deliver to another automated delivery system, if the possibility of changing the delivery Address is provided for in the contract concluded with the Sender of the respective Postal Item. If the addressee does not collect the postal item within the aforementioned period, the Company will notify the addressee by a notice about the expiry of the retention period at the automated delivery system and will keep it, at a contact point, for delivery, for a period of 5 days from the date of this latter notification.
      2. 5.16.2
        With the exception of Express and Special Delivery Postal Services, if the Postal Item cannot be delivered to the Addressee because they are not found at the address indicated by the Sender, they will be notified of the delivery attempt of the Postal Item, and the retention (storage) period at the staffed Contact Point of the Postal Item by the Company for delivery to the Addressee is 5 (five) days from the date of notification of the Addressee. With the exception of Postal Items that are the subject of Express and Special Delivery Services, the Company undertakes to notify the Addressee, by electronic means, at the time of the delivery attempt of the Postal Item and to keep at a Contact Point, for delivery, for a period of 5 days from the date of notification of the Addressee, the Postal Items that could not be delivered to the Addressee or the authorized person in the cases provided for in Article 5.2.1.(i), if the Company has the necessary data of the Addressee to send the notice by electronic means.
      3. 5.16.3
        The retention period for Postal Items that could not be delivered to the Addressee, nor returned to the Sender is nine 9 months from the date of their deposit in the postal network. If, within this period, neither the Sender nor the Addressee claims the Postal Item, it will be declared abandoned and will become the property of the Company.
    17. 5.17
      Methods of collecting Postal Items
      1. 5.17.1
        The collection of Postal Items is carried out only through unmanned Access Points (mailbox, automated collection system, etc.) or by the Company's personnel, at staffed Access Points or from the Address indicated by the Sender.
      2. 5.17.2
        The Company will collect the Postal Item, registered or unregistered, even if it does not have the name/denomination or address of the Sender indicated.
      3. 5.17.3
        By way of exception from the provisions of Article 5.17.2. above, in the case of a Postal Item that is the subject of the Cash on Delivery Service, the Company is obliged to collect the Postal Item only if the Sender has correctly and completely indicated all their identification data, namely the name or full name of the Sender, as the case may be, the Address to which the sum of money is to be delivered or the bank account into which the sum of money is to be delivered, as the case may be, as well as the Sender's telephone number.
      4. 5.17.4
        By way of exception from the provisions of Article 5.17.2. above, in the case of the Postal Item which is the subject of the Paper-Based Postal Money Order Service, the Company is obliged to collect the Postal Item only if the Sender has correctly and completely indicated all their identification data, respectively all the data provided for in Article 5.7 above. In the case of the Paper-Based Postal Money Order Service, the deposit of the sum of money will be made on the basis of the form (made available by the Company) completed, accordingly, by the Sender and on the basis of which the Company will execute, according to the Sender's instructions, the transmission and remittance of the sum of money, without any deduction, to the Addressee.
      5. 5.17.5
        The Company offers the possibility of electronic monitoring of the Postal Item's journey (track & trace) during the collection, sorting, transport, or delivery operations of the respective Postal Item.
      6. 5.17.6
        The Company undertakes not to change the identity of the users or of the provider who collected the postal item from the Sender or Integrator, respectively the type of Postal Item (domestic or international).
    18. 5.18
      Detailed conditions for the collection of Postal Items through staffed Access Points
      If the Sender is also the payer of the Postal Services, and the form of payment chosen by the Sender is cash, the Sender must comply with the working hours of the staffed Access Point in order to hand over the Postal Item at the Access Point. In the case of Postal Services ordered otherwise than at staffed Access Points, the payment of the Postal Services tariff will have to be made in advance, by bank card, except when the Addressee is the payer of the Postal Services, in which case they may pay the Tariff in cash upon delivery of the Postal Item.
    19. 5.19
      Detailed conditions for the collection of Postal Items from the Address
      In the case of requesting the collection of the Postal Item by the Company from the Address indicated by the Sender, the service tariff must be paid in advance or, in the situation where the Addressee is the payer of the Postal Services, it can be paid by the latter upon delivery of the Postal Item.
    20. 5.20
      Detailed conditions for the delivery of Postal Items to a staffed Contact Point
      The Addressee, respectively the person authorized to receive the Postal Item, must confirm their identity to the Company's representative by presenting a valid identity document and, where applicable, proof of their capacity as an authorized person.
    21. 5.21
      Detailed rules for the delivery of Postal Items to the Addressee's Address
      1. 5.21.1
        In the case of delivery of the Postal Item to the Addressee's address, the Addressee will receive an SMS message on the telephone number specified by the Sender regarding the scheduled date for the delivery of the Postal Item.
      2. 5.21.2
        The delivery of the Postal Item is made to the Addressee's Address indicated by the Sender.
      3. 5.21.3
        In the case of the acknowledgement of receipt service, the refusal to confirm, in writing, the receipt of the Postal Item by the Addressee or the authorized person through the form made available by the Company, will be considered as a refusal to accept the Postal Item.
    22. 5.22
      Detailed conditions for collections and deliveries through automated collection/delivery systems
      1. 5.22.1
        The delivery of Postal Items through Automated Delivery Systems is possible only on the basis of a postal item consignment note, through the Company's Mobile Application or Website.
      2. 5.22.2
        The list of locations where the Postal Item collection/delivery service through Automated Collection/Delivery Systems will be available will be available on the Company's Website.
  4. 6
    Quality conditions
    1. 6.1
      Delivery times
      1. 6.1.1
        In the case of all Postal Services listed in Article 3.1. above having as their object domestic Postal Items (with the exception of the Express service and the Special Delivery service), the delivery times will not exceed 3 (three) working days from collection.
      2. 6.1.2
        In the case of all Postal Services listed in Article 3.1. above having as their object international Postal Items (with the exception of Express and Special Delivery services, as well as the Acknowledgement of Receipt Service, in which case the object of the Postal Services provided by the Company can only consist of domestic Postal Items), the delivery times will not exceed 5 (five) working days from collection.
      3. 6.1.3
        In the case of Express Postal Services, the Company will respect the following delivery times, as established by the applicable legislation:
        1. 6.1.3.1
          in the case of domestic Postal Items within the same locality in Romania, the delivery times will not exceed 12 hours.
        2. 6.1.3.2
          in the case of Postal Items between two localities in the same county of Romania (intra-county) and of Postal Items between county seats, the delivery times will not exceed 24 hours.
        3. 6.1.3.3
          in the case of Postal Items between any other two localities on the territory of Romania, the delivery times will not exceed 36 hours.
        4. 6.1.3.4
          in the case of international Postal Items collected from the territory of Romania and to be delivered to an Addressee located in one of the member states of the European Union or the European Economic Area, the guaranteed delivery times for the period in which the Postal Item is on the territory of Romania will not exceed 36 hours, and the guaranteed delivery times for the period in which the Postal Item is outside the territory of Romania will not exceed 336 hours.
        5. 6.1.3.5
          In the case of international Postal Items collected from the territory of Romania and to be delivered to an addressee in a state outside the European Union or the European Economic Area, the guaranteed delivery times for the period in which the Postal Item is on the territory of Romania will not exceed 36 hours, and the guaranteed delivery times for the period in which the Postal Item is outside the territory of Romania is a maximum of 336 hours.
    2. 6.2
      The term for returning to the Sender or Integrator the value of the goods that are the subject of the Postal Items in the case of the Cash on Delivery Service is 3 (three) working days from delivery, in the case of domestic Postal Items, respectively 5 (five) working days from delivery, in the case of international Postal Items.
    3. 6.3
      The term for returning to the Sender or Integrator the forms confirmed in writing by the Addressee or the authorized person, regarding the delivery of the domestic Postal Item which is the object of the Acknowledgement of Receipt Service is 3 working days from the delivery of the Postal Item. The Company does not provide the Acknowledgement of Receipt Service for international Postal Items.
    4. 6.4
      The term within which the Sender or Integrator may request proof of the submission or, respectively, delivery to the addressee of the Postal Item (whether domestic or international) which is the object of the Registered Item Service is 9 months from the date of collection by the Company of the respective Postal Item. The requested proof is provided to the Sender/Integrator within 3 Working Days of the request, through the means of communication agreed upon by the Company and the Sender (such as e-mail, paper address, etc.), which will not involve costs for the Sender.
    5. 6.5
      The term within which the Sender or Integrator may request proof of the submission or, respectively, delivery to the addressee of the Postal Item (whether domestic or international) which is the object of the Declared Value Item Service is 9 months from the date of collection by the Company of the respective Postal Item. The requested proof is provided to the Sender/Integrator within 3 Working Days of the request, through the means of communication agreed upon by the Company and the Sender (such as e-mail, paper address, etc.), which will not involve costs for the Sender.
    6. 6.6
      In the case of the Express service, the Company has the obligation to respect the delivery times established in accordance with the provisions of Article 6.1.3. above.
    7. 6.7
      In the event that the Company exceeds the delivery times mentioned in Article 6.1.3. above, the Company will refund the difference between the applied price and the price that would have been applied for standard postal services, as well as an additional percentage of 0.5% of the price for every 12 hours of delay.
  5. 7
    Company's Liability. Compensation. Improper performance or non-performance of Postal Services
    1. 7.1
      The Company's liability for postal services in case of theft, loss, damage, and destruction is regulated by the applicable Romanian legislation. The Company's liability for Postal Services is as follows:
      1. 7.1.1
        In case of loss, theft or total destruction, the Company is liable as follows:
        1. 7.1.1.1
          with the full declared value, for a Postal Item that is the subject of a Declared Value Item Service, including whether or not the respective Postal Item is the subject of a Cash on Delivery Service.
        2. 7.1.1.2
          with the value of the refund, for a Postal Item that is the subject of a Cash on Delivery Service without declared value.
        3. 7.1.1.3
          with the amount representing 5 times the tariff of the Service, for Postal Items that are not the subject of a Declared Value Item Service or a Cash on Delivery Service.
      2. 7.1.2
        In case of loss, or partial destruction or damage, the Company is liable as follows:
        1. 7.1.2.1
          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 the subject of a Declared Value Item Service.
        2. 7.1.2.2
          with the amount representing 5 times the Service tariff, in case of partial loss, partial destruction or damage to Postal Items that are not the subject of a Declared Value Item Service.
      3. 7.1.3
        In the case of an Item which is the subject of a Cash on Delivery Service, the Company is liable for the full value of the cash on delivery amount if it has not returned the full value to the Sender or with the corresponding difference up to its full value, in the case where the cash on delivery was partially collected from the Addressee.
      4. 7.1.4
        To the amounts provided for in Articles 7.1.1. and 7.1.2. above, the legal penalty interest is added, calculated from the moment of filing the prior complaint or, as the case may be, of filing the lawsuit, regardless of which of these moments occurs first.
      5. 7.1.5
        In addition to the amounts provided for in Article 7.1.1., the tariffs collected upon submission of the Postal Item are also refunded.
      6. 7.1.6
        In the case of Paper-Based Postal Money Order Services, the Company is liable for the entire amount deposited at the Access Point.
      7. 7.1.7
        The complete loss of the content is equivalent to the loss of the Postal Item.
      8. 7.1.8
        In the situation where the Sender has declared a value lower than the real one, the compensation is at the level of the declared value.
      9. 7.1.9
        In case of loss of the proof of delivery of the registered Postal Item, confirmed in writing by the Addressee, the Company has the obligation to draw up and make available to the Sender a duplicate of the proof of delivery.
      10. 7.1.10
        The Company is not liable for circumstantial damages. The Company is not responsible for any alteration of the Postal Item by electromagnetic means or causes (e.g., demagnetization, X-ray scanning during security/customs procedures, etc.).

        The Company is liable for the theft, total or partial loss, total or partial destruction or damage of the Postal Item that is the subject of the return to the Sender or Integrator, respectively of the sum of money that is the subject of the Cash on Delivery Service or of the form attesting the delivery of the Postal Item to the Addressee within the Acknowledgement of Receipt Service, under the conditions established in accordance with Article 7.1. above.
    2. 7.2
      The Company is exempt from liability in the following situations:
      1. 7.2.1
        the damage occurred as a result of the Sender's or Addressee's fault.
      2. 7.2.2
        the user does not have a mailbox installed that allows the delivery of the postal item or it does not ensure the security of the postal items or, as the case may be, does not have a service for receiving Postal Items (e.g., a registry office).
      3. 7.2.3
        the Postal Item was received without objections by the Addressee, with the exception of complaints regarding the loss, theft, damage or total or partial destruction of the content of the Postal Item.
      4. 7.2.4
        the damage occurred as a result of a case of force majeure or a fortuitous event ; in this case, the Sender is entitled to a refund of the fees paid, with the exception of the insurance fee.
    3. 7.3
      The Sender may waive their right to compensation in favor of the Addressee.
    4. 7.4
      In the event that the Company exceeds the delivery times mentioned in articles 6.1.1. and 6.1.2. above, the Company will be liable to the user by refunding a percentage of 20% of the respective service tariff.
    5. 7.5
      The Company is liable for international Postal Items in accordance with the provisions regarding the liability applicable to domestic Postal Items, mentioned in art. 7.1.
  6. 8
    Complaints
    1. 8.1
      In the event of loss, theft, partial or total destruction or damage of the Postal Item, as well as in the event of non-performance or improper performance of the Postal Services, both the Sender and the Addressee may file a complaint.
    2. 8.2
      The Sender or the Addressee (hereinafter in this chapter referred to as the "Complainant") may file a complaint (hereinafter referred to as the "Complaint") in one of the following alternative ways: electronically to the following e-mail address support_ro@novapost.com, at any of the Company's staffed Access Points, by telephone at +40 373 785 207, in the dedicated section of the Website or through the Mobile Application.
    3. 8.3
      Complaints may be made within a maximum of 6 months from the date on which the Postal Item was collected by the Company from the Sender.
    4. 8.4
      Once a Complaint is received, the Company confirms its receipt to the Complainant as follows:
      1. 8.4.1
        in the case of complaints submitted at staffed Access Points, by handing over the complaint registration note with its number at the time of submitting the Complaint.
      2. 8.4.2
        in the case of complaints sent by e-mail, telephone, the dedicated section on the Website or through the Mobile Application, by e-mail/post to the e-mail address/address communicated by the Complainant, according to the petitioner's request mentioned in the e-mail or by telephone, respectively according to the petitioner's request as checked in the dedicated section on the Website or in the Mobile Application, within 3 Working Days of receiving the Complaint.
    5. 8.5
      The complaint must contain:
      1. A.
        the Complainant's full name.
      2. B.
        the subject of the complaint.
      3. C.
        the address where the Postal Item was supposed to be delivered.
      4. D.
        the transport document number of the Postal Item, if known.
      5. E.
        the relevant details regarding the Complaint, as appropriate.
      6. F.
        the e-mail address at which the Complainant wishes to receive confirmation of receipt of the Complaint, if the Complainant opts for this method of confirmation.
      7. G.
        the postal address at which the Complainant wishes to receive confirmation of receipt of the Complaint, if the Complainant opts for this method of confirmation.
      8. H.
        the bank account to which the Complainant wishes to receive the compensation in case of a favorable resolution of the Complaint, if the Complainant wishes to have the compensation paid by this method.
      9. I.
        the postal address or the fixed access/contact point staffed by personnel at which the Complainant wishes to receive the compensation in case of a favorable resolution of the Complaint, if the Complainant wishes to have the compensation paid in cash.
      10. J.
        the Complainant's signature - if the complaint is submitted in writing.
      11. K.
        the date of the Complaint - if the complaint is submitted in writing.
      12. L.
        evidence relating to the subject matter of the Complaint (e.g., the document confirming the dispatch of the Postal Item, if such a document is issued by the Company, a copy of the invoice or proof of payment for the Postal Services, receipt/payment order, damage report, packaging, content, if applicable, evidence considered relevant by the petitioner, etc.).
    6. 8.6
      If the Complaint does not comply with the requirements set out in these General Conditions or if it is considered that additional evidence/information is required, the Company shall notify the Complainant to remedy the deficiencies of the Complaint within 30 days of the date of notification.
    7. 8.7
      The Company shall immediately investigate the Complaint and respond to the Complaint within a maximum of 3 months from the date of its receipt, including if the scenario provided for in Article 8.6. above applies.
    8. 8.8
      In the event that the Complaint is deemed well-founded, the payment of compensation will be made, according to the petitioner's request, respectively by bank transfer to the bank account or, in cash, to the indicated postal address or the fixed Access/Contact Point staffed by personnel indicated by the Complainant. In any case, in the case of well-founded Complaints, the Company will grant compensation without any express request from the Complainant. The granting of compensation cannot be conditioned by the transfer of ownership of the goods that are the subject of the respective postal item to the postal service provider, with the exception of postal items that are the subject of declared value item services or cash on delivery services, in which case compensation has been granted in accordance with the applicable legal provisions, as a result of the loss, theft or total destruction of the postal items.
    9. 8.9
      In the event that the Complaint is considered well-founded, the Company will grant the compensation within a maximum of 30 (thirty) days from the date of the favorable completion of the analysis of the Complaint, without exceeding the 3 (three) month period provided for in Article 8.7. above.
    10. 8.10
      In the event that the Complaint is considered well-founded, the compensation is granted in accordance with the amounts mentioned in Article 7 above, as the case may be.
    11. 8.11
      If the Complainant is not satisfied with the solution provided by the Company, they have the right to notify ANCOM or to initiate legal proceedings in accordance with Romanian law. In accordance with the provisions of GEO 13/2013, the deadline for filing a lawsuit is one year from the date on which the Postal Item was handed over to the Company/received by the Company.
  7. 9
    Force majeure
    1. 9.1
      In case of extraordinary circumstances of force majeure, in particular natural disasters (such as fires, floods, earthquakes, volcanic eruptions), epidemics, state restrictions (including the introduction of a state of emergency), military actions, war, riots, blockades or any other circumstances that cannot be foreseen and cannot be controlled by the Company, the Company has the right to suspend the Postal Services for the duration of these circumstances.
    2. 9.2
      The suspension or restriction of the provision of Postal Services may only occur in the event of force majeure, as regulated by the state on whose territory it occurs.
    3. 9.3
      The suspension or restriction of the provision of Postal Services in the event of force majeure, as regulated by the state on whose territory it occurs, excludes the Company's liability.
  8. 10
    Additional and final provisions
    1. 10.1
      The Company will notify amendments to these General Conditions regarding the provision of postal services (including to ANCOM), within 15 Working Days from the date of the amendment.
    2. 10.2
      In the event that any of the provisions of these General Conditions proves to be lapsed or incompatible with the applicable legislation, the other provisions of these general conditions shall remain in force.
    3. 10.3
      This document is an integral part of the Company's commercial offer, representing the general clauses of the individual contract that will be considered concluded between the Sender and the Company at the time of acceptance of the Postal Item in the Postal Network. The individual contract is concluded by the Sender's acceptance of the provider's offer, without the need for a written document.

These General Conditions for the provision of Postal Services apply starting from 06.06.2025.