Terms & Conditions

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Parsend reserves the right to change the terms and conditions any time without notice.

1. Parsend

Parsend is a brand of HSNK SPED s.r.o (located in Mattioliho 3271/4, 106 00 Prague, Czechia – +420 770 190 801) which is an intermediary freight forwarding agency which builds the connection between the client and the carrier company. HSNK SPED s.r.o. is only responsible for ordering the transportation service with one of it’s partner courier companies. From this point onwards HSNK SPED s.r.o shall be referred to as Parsend throughout these Terms & Conditions.

Upon any purchase made through the website, Parsend is authorized by the purchasing client for the selection of the courier service provider, and not for the execution of the transportation. Parsend does not and will not perform the pick-up, transportation and delivery of the goods. All responsibilities and obligations regarding the placed transportation order belong to the chosen courier service provider. Should there be any conflicts regarding the courier services, the client is obliged to enforce his claims and rights against the courier company, not against Parsend.

Any additional costs incurred due to the customer’s extra requirements or due to customs clearance are exclusively subject to the client himself.

The client automatically agrees to renounce his right to cancel the agreement with Parsend when the transportation order is submitted to the selected courier company by Parsend.

Parsend does not accept orders from unauthorized dealers or resellers and reserves the right to unilaterally cancel any order anytime, placed by unauthorized dealers or resellers.

Parsend reserves the right to change the terms and conditions any time without notice.

2. Delivery

Parsend’s delivery dates are all estimated and subject to external circumstances that may cause inevitable delays in pick-up or delivery dates. Upon accepting these Terms & Conditions the client agrees that there may be inevitable delays in some circumstances.

Regarding the customs clearance in some countries, the client agrees upon accepting these Terms & Conditions that the delivery might be late due to customs and administrative procedures. Should there be any additional costs regarding the customs clearance covered by Parsend, or the courier company, Parsend is entitled to require these costs from both the sender or the receiver of the shipment. Upon accepting these Terms & Conditions the client accepts the obligation to cover such costs covered by Parsend, or the chosen courier company.

Parsend is not obliged to cover any damages caused by any event under the second section of these Terms & Conditions, neither is required to reimburse any related cost.

3. Size, Weight & Quantity Restrictions of the Shipment

The client agrees to hand over the chosen quantity of the delivery item/s booked through www.parsend.com to the driver of the courier company, and that the delivery item/s comply with the size & weight restrictions set by Parsend. If the client hands over fewer or more items than agreed, or doesn’t hand over the items for any reason, then the client agrees to pay the additional costs incurred by the difference of quantity, size or weight.

Any additional costs incurred by the exceeding of the chosen quantity, size or weight of the delivery item/s are exclusively to be reimbursed by the client, In case these costs are covered by Parsend on behalf of the client, Parsend reserves the right to demand total amount of these expenses from the client.

In case the above mentioned exceeding of chosen quantity, size or weight of the chosen delivery item/s (box or pallet) incurred by the client, upon accepting these Terms & Conditions the client grants Parsend the right to;

  1. Make an additional surcharge to the credit card used by the client to make the booking of the delivery for the additional costs arised by the modification to the elements of quantity, size and weight.
  2. Make an additional surcharge to the credit card used by the client to make the booking of the delivery for the amount of contractual penalty set by the selected courier company for oversized and/or overweight items. Additionally the selected courier company may refuse to carry the package and not charge the penalty.

In the case of failure of charge to the credit card used to book the order by the client, an email will be sent stating the obligation of the client to pay the additional amount within 7 days upon receiving the email. This type of written notification in such cases is considered enforceable without a judicial declaration. In case the payment is not received by Parsend within the mentioned period of time (7 days), the costs of the executive collection procedure are to be reimbursed by the client.

Parsend does not accept any modifications made to an already existing booking of transportation. If in any case the client needs to make 

  • A change in the existing order
  • A cancellation of an existing order
  • Add or remove an item of an existing order

The client is obliged to make a modification request 24 hours prior to pick up time of the delivery. Parsend does not guarantee that the modifications will take place, and is not responsible in case the collection of the modified goods are possible at all. The courier company may refuse to collect the modified shipment in which case there will be no refund of the failed shipment.

3.1 Size of Shipments

No package must exceed the following dimensions:

4.2 meters Length

2.3 meters Height

2.2 meters Width

Orders above the limited dimensions will be taken on request. In such cases the shipment offer may be cancelled due to the limited capacity of the courier company.

3.2 Weight of Shipments

No package must exceed the total weight of 1300km. Orders above the weight limitations will be taken on request. In such cases the shipment offer may be cancelled due to the limited capacity of the courier company.

4. Confirmation and Cancellation Policies

Except for the orders which have Flexible Booking included, all orders are non refundable. Flexible Booking makes it available for the client to make modifications or cancellation until 24 hours before pick up time. Pick up time is sent to the client along with the order number and additional details upon purchase. 

Flexible Booking is available for purchase for an additional fee. In case of any refund the Flexible Booking fee is non refundable.

The customer waives the right to cancel the purchase agreement, with flexible booking or not, after Parsend has made the transportation agreement with the courier company. If the customer decides to cancel the order 24 hours before the pick up date, he or she must fill the cancellation form and send it to [email protected].

5.Refunds

All orders purchased with the flexible booking option are refundable. Refunds are only possible if the client has made a written request 24 hours prior to the pick up time of the shipment. Refund requests that have been made after the specified time are not valid.

Flexible booking fees are not refundable.

If the refund request is confirmed by Parsend, the amount refunded will be available to the client within 30 days after the confirmation mail sent by Parsend.

6.Payment

All payment transactions processed through www.parsend.com are secured with SSL certificates GeoTrust which ensure that communications between the users server and our website are encrypted and secure.

For all payment transactions that are processed through our website, the client is responsible to make sure that the chosen means of payment is active and has available funds to successfully process the transaction. The client is responsible for any additional costs incurred by the rejection of payment for any reason.

7.Packaging & Delivery

The client is responsible to provide a correct and complete address for pick up and delivery destinations. The client is also responsible for printing out the shipment identification label, and for making sure the right label is placed on the right package.

When booking the shipment the client must provide a correct phone number for both sender and receiver of the package ensuring that someone will be available at the time of pick up and delivery. Parsend is not obliged to notify the client prior to pick up, or delivery. If no one is at the provided address of pick up or delivery the driver will leave and the order will be cancelled without any refund.

The client is responsible for making a suitable packaging for the items to be delivered according to the weight, size and content of the shipment. The packaging must be suitable for transport and handling at the logistics centers of the selected courier company. Protective techniques such as plastic stretching and bubble wrapping must be done properly in order to secure the package.The packaging must be resistant to a fall from a height of one meter.

If the items are not properly packaged, oversized and/or overweight the insurance policies will not apply and the client will not be entitled to any refund. Neither Parsend, nor the courier company is responsible for any damages that may occur during the transportation of such items. If the items are not adequately packaged the client is solely responsible for any damages that may occur. In such cases the courier company may refuse to deliver the goods, and cancel the shipment without any refund to the client. In such cases Parsend will not be responsible to provide any refund to the client.

The packaging must be done using a box, not any other means. If the client chooses to use something other than a box, for example a suitcase, Parsend or the courier company is not responsible for any damage that may occur to the used means of packaging.

Parsend is never responsible for any damage, loss, and/or any other expenses arising out of the transport of any type of package. Parsend is only a booking platform that selects courier providers on behalf of the clients’ request. Therefore Parsend is solely responsible for the selection of the courier company, not the execution of the transportation.

In the event that the client, or the courier company violates these Terms and Conditions or the General Terms and Conditions of the selected courier company, Parsend is not responsible for any damage, loss, or expenses.

According to Parsend’s Privacy Policy, by accepting these Terms and Conditions, the client grants Parsend the right to transfer the data provided for the booking of the shipment to the courier company chosen by Parsend.

7.1 Fragile Items

Packages that carry a sign that indicates breakable or fragile items of any sort will not be handled with any special care or extra careful method by the courier companies. The client is in no way exempt from the obligation to make sure that the shipment items are properly packed in the most safe way regardless of their fragility. The courier company or Parsend is in no case responsible for damages to shipments of fragile items with “fragile” or similar labels on them.

8. Delivery Process

The process of delivery officially starts 24 hours before pick up time. Until this time the client is responsible to make sure that:

  • The provided address is absolutely correct and is put in the correct fields.
  • The provided address is easily accessible in that the driver should be able to reach the door from 20 meters.
  • The provided address is a place where regular shipments are received.
  • The sender & receiver of the shipment is at the given addresses at the right time instructed by Parsend.

The sender is responsible for pick up and the receiver is responsible for delivery of the shipment. However if for any reason another person is present at the given address, the driver can take or give the package from or to this person. The driver is not responsible to make an identity check while doing so.

The shipment package should be prepared and ready before the driver’s arrival. The driver is not responsible for carrying the package upstairs, or downstairs.

If the delivery is not successful for any reason the driver has a right to deliver the package to alternative addresses such as neighbours stated by either sender or receiver, local post office, warehouse on the drivers’ route, etc. The sender will be informed of the alternative delivery address details. In this case Parsend can not be held responsible for the failure of delivery, nor will be responsible to cover any losses and expenses.

In case of failure of delivery because of the accuracy or accessibility of the address, or if the receiver of the package is not reachable at the time of delivery the package will be returned to the sender at the expense of the client.

If for any reason the sender attempts to change the delivery address after Parsend has agreed with the courier company, the delivery might be cancelled with no refund, or it might also be adjusted at the expense of the client.

According to these Terms and Conditions a delivery is considered to be effective and finalised in the following circumstances:

  • The shipment is delivered to anyone in the delivery address given by the client against a digital or manual signature of the recipient.
  • The shipment is delivered to an alternative address such as neighbours, local post office, a warehouse on the driver’s route, etc.
  • The shipment has returned to the sender after a failed delivery. This can be done immediately , or after having the package stored in an alternative address for maximum days.

As soon as the delivery is finalised, both the courier company and Parsend are no longer responsible for any matters regarding this transportation.

8.1 ADR & Temperature Control

Parsend offers booking services for ADR transportation for hazardous items. The courier companies selected for ADR transportation will be adequately equipped and licensed to carry such goods. It is solely the clients responsibility to indicate that the goods are subject to European Agreement concerning the International Carriage of Dangerous Goods by Road (ADR) conditions. In the case that the client does not indicate the goods by selecting the ADR option whilst making the booking through www.parsend.com, the client agrees to the obligation to pay the ADR charge, additional expenses that may arise due to such circumstances and grants Parsend the right to charge the total amount through the selected payment method of the booking. Furthermore in case of any delays, cancellation of shipment, legal consequences due to the lack of documentation, or any other factor, neither Parsend nor the courier company can be held responsible. For any additional expense, or legal consequence in such circumstances the client agrees to take full responsibility. In the event of cancellation in such circumstances the client agrees to the obligation to cover the costs that may arise due to the return of the goods to the pick up address stated in the booking of shipment.

For the perishable goods which are subject to temperature control Parsend provides a transportation service with a cooler. While Parsend provides a connection to the appropriate courier partner, and is not responsible for any damage that may occur during the shipment.

8.2 Delays

All delivery dates are approximate and not 100% guaranteed. By accepting these Terms & Conditions the client agrees to acknowledge many external factors that may cause a delay in the transportation of the goods, and understand that neither Parsend nor the courier company can be held responsible in such cases.

Parsend is not responsible for any damages, losses or expenses caused by the delays in delivery. In such cases Parsend can not be held responsible to resolve or compensate for the obligations or expenses related to the delay.

Customs Clearance – invoice must be included not doing so can result in cancellation. No refund.

Client is responsible for the payment of all taxes related to the transportation and is obliged to pay them promptly. If for any reason Parsend were to pay any of these expenses, taxes or losses, the client is obliged to reimburse the exact amount of such expense to Parsend within seven days after the issuance of invoice by Parsend. Should Parsend not receive that payment within that period, the client is obliged to cover the costs of the executive collection procedure.

9 Insurance

9.1 Insurance coverage

Parsend does not offer exclusive insurance for the transportation. The insurance packages are offered by insurance companies in agreement with Parsend, or the courier companies. Therefore the terms and conditions of said insurance companies apply to all matters regarding the insurance of any shipment.

All orders made through Parsend’s website are ensured in accordance with the Convention on the International Carriage of Goods by Road Contract (CMR).

The insurance doesn’t apply in the following cases:

  • Incorrect packaging
  • Transportation of forbidden items
  • transportation of electronic devices (such as televisions, mobile phones, computers and other electronic equipment) without original packaging; in case of a lost parcel, in order to activate the insurance, pictures of the electronic device in its original packaging, taken before shipping the item, have to be provided;
  • Designer or tailor-made clothing. Clothes, in general, can only be reimbursed for up to 200 EUR per item.
  • Claims that are not supported by evidence of the true value of the damaged or lost item. The only acceptable proof of value is the original invoice (VAT rate and amortization will be deducted from the original price of the item accordingly).
  • Shipments for which delivery is considered ineffective according to Section 8 of these Terms and Conditions
  • Switched parcels which occur when the wrong labels are attached to the incorrect parcels
  • Damages are caused by terrorism, natural disasters, etc.
  • The customer did not provide enough evidence (photographic or written material) that proves the parcel was in perfect condition before collection
  • The customer has violated these Terms and Conditions in any way.

The above mentioned conditions must be taken into consideration by the client, not by anyone else. The driver of the courier company is not responsible for the content of the shipment, nor for any of the above mentioned conditions. The driver can still accept the shipment package even if it is not packed in accordance with these Terms & Conditions, or it is a forbidden item, or doesn’t comply with these Terms and Conditions in any way. In such cases the insurance policy will not be valid and any extra damages, losses, expenses will be the client’s responsibility.

Even if the client states, verbally or in any written format, that the items do not comply with these Terms and Conditions in any form, the shipment can still be forwarded to the courier company, and can be picked up for shipment. In this case the insurance policy may not apply for the shipped items, and in case of any extra damages, losses and expenses neither Parsend, nor the courier company will be responsible.

9.2 Loss or damage claims

In case of any loss or damage Parsend offers customer support providing submission of complaints to the courier company. However Parsend takes no part in deciding the validity of the insurance policy regarding the shipment in case. This decision is made solely by the courier company, and/or the insurance company in agreement with the selected courier company.

If there is any damage or loss of a package, box or pallet, the driver of the courier company in charge must be reported by the person in charge of receiving the shipment at the time of delivery. Such a reporting must be made by writing on the CMR report including both signatures of the driver and the receiver. Otherwise any claims made by the owner of the package for the insurance compensation may be rejected by the courier company.

To start the procedure of filing for damage or loss an email should be sent to [email protected] by the client including the above mentioned report and thorough description of the situation.

Prior to reporting of any loss of package, the client must actively be tracking the shipment location in our tracking system. In case there is no change in the tracking system within 2 days  the client must send an email to [email protected] within another 2 days after the waiting period to start the search procedure. This email should include the following topics:

  1. A list of the contents of the shipment and their value
  2. An external description of the shipment
  3. Information on the method of packaging
  4. A copy of the confirmation email
  5. A copy of the confirmation of hand over from the person handing over the shipment at pick-up.

If a package is delivered with damage the client and the driver should prepare a damage report including the detailed description of the damage along with photos. This report should be signed by both the client and the driver. Then the client must send an email to Parsend within 2 business days including the following attachments:

  1. Damage report signed by the client and the driver
  2. Photos of both post & prior delivery that provides clear evidence of the damage being occurred during transportation
  3. A list of content of shipment items and their values
  4. An address on which the items can be inspected by the driver
  5. Copy of the confirmation email of the shipment

If the customer does not duly notify Parsend or does not attach all the required documentation to the email sent to [email protected], the notification will be considered as not sent.

In case of damage to shipment, the client must make sure that the package and/or pallet remains unpacked and in the same condition which it was delivered.

In case the shipment has any missing items the client must take photos post and prior delivery proving that the package was opened during the transportation. Then the client must send an email to [email protected] with a detailed description of the issue, the state of the shipment items along with the photos.

Upon receipt of the email Parsend will forward the necessary documents to the courier company and start the application of insurance. The decision of the validity of the insurance is to be made by the courier company or the insurance company in agreement with the courier company.

Parsend reserves the right to, at any moment and without the need to provide an explanation, decline or refuse a claim due to incomplete, misleading, contradictory or false data received from the customer. In such a case, Parsend will not recognize any further claims from the customer or from third parties related to the customer.

9.3 Forbidden & Illegal Items

With the adoption of these Terms and Conditions, the client agrees with the list of forbidden items herein and declares that they will not send any object on this list, or any item that is prohibited by the Terms and Conditions of the selected courier service provider or by the laws of the country in which the pick-up or delivery address is located.

The customer agrees not to send any stolen goods or goods not in free circulation under the legislation of the European Union.

Parsend is not responsible if there is illegal content of any form in the shipment package of the client, in the vehicle of the courier company, or in the driver’s possessions.

Parsend prohibits the sending of forbidden items. If however the client sends a forbidden item anyway he or she is solely responsible for any damages, additional expenses and/ro  legislative consequences that may arise.

Examples of forbidden items are:

  1. Human or animal remains and organs
  2. Animals
  3. Arms and ammunition
  4. Illegal objects
  5. Official documents, cash, credit cards, vouchers and tickets
  6. Passports and identity cards

The selected courier company is entitled to refuse to carry a shipment package that includes a forbidden item. Also the courier company can refuse to carry any item that can not be carried safely or legally.  If a forbidden item is handed over by the client,  the courier company has the right to remove or otherwise deal with the package at the expense of the client without further notice. In such a case, the customer shall be liable for all loss or damage arising in connection with such parcels and shall indemnify the selected courier company and/or Parsend against all penalties, claims, damages, costs and expenses whatsoever arising in connection therewith, and the parcels may be dealt with in such manner as the company or any other person in whose custody they may be at any relevant time shall think fit.

10. Customs procedure and documentation

In the case that the delivery country is not a member of the European Union and/or has specific customs requirements the client agrees to the following:

The sender is responsible to provide the original or a copy of the original commercial invoice and any other document required by the courier company and/or by the customs authorities.If any customs authority requires additional documentation for the purpose of confirming the import/export declaration, it is the shipper’s responsibility to provide the required documentation at its own expense. If the customer is shipping non-commercial items, a proforma document may be used as proof of value for the customs procedure purposes.

The original or the copy of the original commercial invoice should not include VAT on the price breakdown.

If the client fails to provide all of the necessary documents to the courier company for any reason, or if the documents are not in accordance to the custom regulations, the courier company reserves the right to, at the clients expense, reject the collection of goods or return the shipment back to the sender.

The shipper certifies that all statements and information provided relating to the exportation and importation of the shipment will be true and correct and acknowledges that in the event that untrue or fraudulent statements about the shipment or any of its contents are made, a civil claim and/or criminal prosecution, the penalties for which include forfeiture and sale of the shipment, could arise.

Parsend may voluntarily help the client in preparing the necessary documents, but the client agrees and is aware of the fact that Parsend can not be held responsible for any problems and expenses that may arise from the issue of customs documents. 

Any customs duties, taxes (including but not limited to VAT if applicable), penalties, storage charges or other expenses Parsend incurs as a result of the actions of customs or other governmental authorities or the shipper’s or receiver’s failure to provide proper documentation will be charged to the customer or the receiver of the shipment. In the event that Parsend decides to charge the receiver and the receiver refuses to pay the incurred charges, the customer agrees to pay them to us together with our fee for the administration involved as well as any extra costs we will incur.

The courier company will try to take care of the customs clearance formalities for the shipment but will not be responsible for any delays, damages, losses, or additional expenses that may arise due to the interference of customs authorities, or any other governmental departments.

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