General Terms for the Provision of Courier Services within the Country

1. The Company under the nomination "HELLENIC POST S.A." and the distinctive title "ELTA", hereinafter referred to as the "Company", (universal successor of the company under the nomination "ELTA COURIER S.A." which it absorbed due to a merger) provides expess transport services of documents and goods in Greece under the following terms and conditions, which the sender or their legal representative declares to accept unconditionally.

2. The Company undertakes the transport of its customers' (senders’) items from the point of reception or deposit to the point of delivery. Delivery is carried out at the address of the destinatary to them in person or, in case of absence, to a person living therewith or at the service point chosen by the sender or the principal among the choices given by the Company. The Company may request identification of the person receiving the consignment (by means of an identification document or personal pin identification number, etc.), which may be subject to an additional charge. Items are distributed with the maximum possible speed and security, in accordance with the present general terms and conditions for the provision of domestic courier services and for a fee as set out in the current company price list from time to time. The terms and conditions regarding the quality and delivery of the consignments, by product and destination, are described at the Company's website www.elta-courier.gr in the "Services" section.

3. The sender guarantees being the owner or legal possessor of the items delivered for shipment or the representative of the owner or legal possessor of the items in question and accepts that the Courier Accompanying Note (S.Y.DE.T.A.) was completed by them or by the Company on their behalf. For the accuracy of the declared data, the sender is obliged a) in the case of a natural person, to present for registration an Identity Card or other official identification document and/or b) in the case of shipping items with commercial value by post within Greece, in the context of their business or commercial activity, to present a copy of the registration of their business in the General Commercial Registry (G.E.M.I.)

4. The Courier Accompanying Note (S.Y.DE.T.A.) is a binding and non-negotiable document-agreement (individual contract for the provision of courier services, which incorporates the present terms and conditions) and proof of reception. The Courier Accompanying Note (S.Y.DE.T.A.) is not a taxable item. The Company shall issue the corresponding tax document for each item delivered.

5. The sender is obliged to describe clearly and completely the contents of the item sent in the Courier Accompanying Note (S.Y.DE.T.A.) especially in case of being fragile or sensitive. The sender also guarantees that: a) the contents of the item being sent are as described; b) all the required details of the sender and the destinatary have been correctly and fully noted; c) the item sent has been packed in such a way as to ensure its safe handling; and d) the item does not contain any unacceptable or prohibited contents. The Company is entitled to refuse to accept and/or to interrupt the handling of the items to be sent if the obligations stated herein are not complied with, and in the same case the sender shall be liable for all additional costs that may arise during handling, return or storage of such items.

6. The sender shall bear the diligence and responsibility for the safe and durable packaging of the items, depending on their contents. If the contents of the items are damaged during transport and handling, due to unsafe and inappropriate packaging, the Company shall be released from any obligation to repair the damage.

7. The Company shall not undertake the transport and handling of items with the following content: Explosives, flammable materials, radioactive materials, corrosive substances, compressed gases, narcotics, poisons, antiquities, works of art, perishable foodstuffs, live or dead animals, ash, biological material, plants and generally items the possession or handling of which is prohibited or restricted, or that by their nature or because of their packaging are likely to self-destruct or destroy other items or items the handling and transportation of which is not accepted by IATA. In addition, it does not undertake the transport and handling, on behalf of occasional customers, of currency and cash. The Company is entitled to request the sender to open, in their presence, the parcel or envelope and to check for the existence of unacceptable or prohibited contents therein. If the sender refuses inspection of the item to be delivered, the Company is entitled not to accept it. When the sender for any reason delivers for shipment such items, the Company, upon discovering their existence, is entitled to immediately interrupt transport and to inform the competent authorities, waiving any further liability, while the fees shall not be refunded. The sender is always solely responsible for any damage that may be caused to persons or other objects by dangerous or prohibited contents or due to inaccurate declaration of its contents.

8. Gold, silver, jewelry, precious stones, precious metals cannot be shipped except as "Declared Value" items. The shipment of such items requires a special declaration to the Company and special insurance at the sender’s expense only.

9. The Company undertakes the handling of the shipment the delivery of which is charged to the destinatary. In the event of non-payment of the above fee by the destinatary for any reason, the sender shall be liable to pay the Company. Until the payment of its fee by the sender or the destinatary, the Company is entitled to retain the shipped item.

10. Insurance coverage for objects is an obligation of the sender, especially in case of containing valuables or items of a particular commercial value.

11. For shipments to places the Company does not keep courier branches or to remote / inaccessible areas, the processing of items is carried out through partner agencies or postal agencies. The total network of branches is presented in detail on the Company's website and declared to the HTPC.

12. If for any reason, an item is not delivered to the destinatary, it is returned to the sender, with a charge not exceeding the amount paid for its shipment. If the delivery of item to the sender after its return is rendered impossible for any reason, it shall remain for six (6) months at the Company's premises, at the prescribed charge. After such period, the item becomes permanently undeliverable and the procedure of donation to charitable or other institutions or destruction is followed, including the drafting of a corresponding report based on an internal procedure, in which case the Company no longer has any other obligation.

13. The destinatary, if there are important reasons to do so, is entitled to receive under reservation, which must be declared within one (1) working day after the day of delivery of the item, either by filling in an electronic form on the website www.elta-courier.gr→ section "Contact" → “Contact Us”  "Declaration of Reservation", or by filling in the above form at the service shop.

14. In case of total damage or loss of the contents of the shipped items of non- declared value due to the fault of the Company, the latter is obliged to pay only the following lump sum compensation, the amount of which is defined as follows:
a) For proven loss or total theft or total destruction of the contents of an envelope, the due compensation amounts to 50€ per item, with refund of the postage of such shipment.
b) for proven loss or total theft or total destruction of the contents of a parcel, the due compensation amounts to 100€, with refund of the postage of the specific shipment. In the case of sending an item from an online store, the value of the item is considered to be the value of the acquisition of the item by the user, i.e. the value of the purchase receipt or the invoice issued by the online store and up to the amount of 100€.
c) for proven partial loss or partial theft or partial destruction of the contents of an envelope or parcel, a compensation equal to the actual value of the loss or theft or destruction is paid, provided that it does not exceed the amount of compensation for loss or total theft or total destruction. Actual value is defined as the cost of restoration, repair or reproduction of the content.
For the calculation of the amount of compensation shall in no case be taken into account the commercial utility or the particular value of the objects for the sender, the destinatary or any third party. The above limitation of compensation by granting a lump sum shall cover any claim of the user arising from the provision of postal services, whether provided by a contract or due to tort, and shall not apply if the breach of the contractual obligation or the tort is attributable to the fraudulent conduct of the postal service provider or persons acting on its behalf.

15. For shipments of high value items and for increased liability of the Company, in case of damage or loss of their contents, the Company gives the sender the possibility to insure such and offers the "Declared Value" service, for a payment of a fixed fee of EUR 4,66 plus VAT and a proportional charge on the declared value amount. The maximum limit for goods is set at EUR 5.000,00 per item and for documents at EUR 734 per item. The exact amount of the declared value is always determined by the actual value of the item dispatched, which the sender is obliged to describe fully and accurately. The Company is also entitled to ask the sender to open, in their presence, the parcel or envelope and check the content of the item it undertakes to handle as of declared value, as well as the truth of what has been declared by the sender.

16. In case of total damage or loss of a declared value object, the compensation ascends to the amount of the declared value -if there is proven damage and if the sender provides the Company with a receipt or invoice or delivery note, proving the value of the object, as well as a report of a special expert- and the paid postal fee for such shipment is refunded. In the case of an item sent from an online shop, the value of the item is deemed to be the value of the acquisition of the item by the user, i.e. the value of the receipt or invoice issued by the online shop and up to the amount of the declared value.
In case of proven partial damage or partial loss of a declared value object, a compensation equal to the actual value of the partial loss or partial damage is paid. Actual value means the cost of repair or restoration of the content, proven by the customer by submitting a report by a special expert, as well as a receipt, invoice or delivery note for the damaged item. The compensation paid may not exceed the declared value amount.

17. If an item is returned and the reason for its non-delivery is demonstrably unknown, the sender is entitled to claim a refund of postage.

18. Unless otherwise specifically agreed with the sender, in case of delayed delivery, which is demonstrably and exclusively due to the fault of the Company, compensation equal to EUR 6 for each day of delay is paid and, in case the delay exceeds five times the agreed delivery time the paid postage for such shipment is refunded, provided that the total amount of compensation does not exceed the amounts provided above (clause 14 a & b for the cases of losses) and in no case the amount of EUR 100. In case of online purchase with a specific delivery deadline of the item from an online store to the destinatary, the provision of the service begins from the date of deposit of the item to the Company.

19. The request for a claim for compensation by the user must be submitted in writing to the Company within the exclusive period of six (6) months from the day following the date of deposit of the item for dispatch. The original Courier Accompanying Note (S.Y.DE.T.A.) must be submitted. The procedure and the necessary documents are described in detail on the website www.elta-courier.gr→ section "Contact"→ "Compensation Policy”

20. In case of a multiple shipment, by which several courier items are sent to one destinatary, falling within the above cases, each postal item is treated differently and is compensated separately.

21. Compensation in the above cases shall be paid to the sender in accordance with the terms of the applicable contract or, if the sender waives their rights in writing, to the destinatary of the postal items. Compensation for moral damage shall be included in the above-mentioned amounts, while the resulting loss of profit shall not be compensated.

22. The Company shall not be liable and shall not pay any compensation in the following cases:
a) for delays due to force majeure or delay of means of transportation with no fault of the Company or due to an emergency that could not be foreseen and avoided or criminal acts on the premises or means of transportation as well as proven negligence of the sender or the destinatary or their representatives, such as in particular inappropriate packaging, incorrect description of the object and incomplete or incorrect information of the destinatary.
b) for partial or total damage to objects, caused by the fault of the sender or the destinatary, such as in particular shipments which the Company does not undertake, in accordance with clause 7 of the present or as a result of inappropriate packaging or incorrect / incomplete / false description of the contents or incomplete / incorrect information of the destinatary
c) for partial or total damage to objects caused by the special or fragile nature of the contents of the object, such as in particular foodstuffs with an expiry date and medicines, when the conditions of carriage are met
d) for loss or damage or destruction caused by unforeseen and extraordinary events or force majeure situations that could not be foreseen or avoided (such as, but not limited to, accidents, strikes, weather conditions) or in cases of criminal acts on the premises or means of transportation, in which case only the postage paid shall be refunded.
e) for any direct or indirect incidental or consequential damage, due to loss of income, profits, purchases or use, breach of contract etc., caused by the Company's fault or not, to customers or third parties.
f) in case that no claim for compensation has been submitted within the six (6) month period referred to in clause 19 hereof.
g) in case the sender has not been interested in receiving the item for more than six (6) months.
h) in case the destinatary has received the shipped item and within one (1) working day after reception has not expressed a reservation as provided in clause 13 hereof.
i) for consignments the contents of which are subject to a prohibition on distribution or possession by the sender and/or the destinatary or the contents of which are seized or destroyed by the competent authorities.
j) In case of non-fulfillment of contractual obligations on the part of the users and, in particular, in case they have not paid their financial obligations to the Company, in which case the Company is entitled to offset any debts with compensation amounts or withholding of their objects.

23. In cases where more specific agreements apply and, in particular, in cases where contracts are concluded for a large number of items or for the provision of postal services for long periods, in which case special preferential prices and management adapted to the requirements of the situation shall be offered, the more specific conditions agreed shall prevail. In such a case, the compensation payable for total loss, theft or destruction of an envelope or parcel shall be equal to the actual value of the lost, stolen or destroyed item, as evidenced by the supporting documents and evidence submitted; and, provided, in accordance with the above, that it does not exceed the amount of 50€ for envelopes and the amount of 100€ for parcels, while in case of delayed delivery due to the Company's fault, only the paid postal charges are refunded.

24. No agent, employee or representative of the Company or the sender is entitled to unilaterally lift or modify the above terms.

25. For any questions, complaints or problems, consumers may contact the Company's Customer Service at 210-6073000 or at www.elta-courier.gr→ section "Contact → "Contact Us". For disputes the resolution of which has not been possible, the Company may convene, upon written request of the consumer, the Dispute Resolution Committee.

26. The Company complies with the obligations arising from the applicable EU and national legal and regulatory framework for the protection of personal data, in particular Regulation (EU) 2016/679 of the European Parliament and of the Council (General Data Protection Regulation - GDPR), the national law 4624/2019, the case law of the Court of Justice of the European Union, as well as the acts (Decisions, Directives and Opinions) of the Data Protection Authority and the European Data Protection Board. The Company acts as a Data Controller in the provision of courier services for documents and parcels and in this capacity processes personal data that are absolutely necessary for the provision of its services, which in any case it collects and processes in order to be able to provide its services. In addition, the Company takes the necessary technical and organizational measures to protect personal data from any loss, alteration, unauthorized transmission to unauthorized third parties, etc. For more information on the processing of your personal data by the Company, your rights under the GDPR, as well as how to exercise them, please refer to the Company's Privacy Policy available at www.elta-net.gr".

27. For the resolution of any dispute, following any unsuccessful proceedings before the Company's Dispute Resolution Committee, the courts of Athens shall be competent.