Terms and Conditions
ARTICLE 1 GENERAL PROVISIONS
1. These Terms and Conditions (hereinafter: the "Terms") set out the rules for the provision of Services and other services related thereto by Meest Post Sp. z o.o., with its registered office in Warsaw, entered in the register of entrepreneurs of the National Court Register (KRS) under no. 0001027880, share capital: PLN 10,000.00 (hereinafter: the "Contractor"), which, in the performance of the Services, may make use of third parties with which it cooperates, in particular couriers, subcontractors, and other partners.
2. The Services are offered under the marketing name "Polonez". Polonez is the marketing name of the Service, the Website, the Portal, and the Application, and does not constitute a separate legal entity. The provider of the Services and the party to the agreement concluded with the Customer is Meest Post Sp. z o.o.
3. The Services covered by these Terms are intended exclusively for Consumers of legal age who have full legal capacity to perform legal acts.
4. The Terms, the Price List, the Privacy Policy, information concerning cookies, and other documents relating to the provision of Services are published on the Contractor's Website available at https://polonez.express/pl (hereinafter: the "Website"), on the Polonez Portal available at https://account.polonez.express (hereinafter: the "Portal"), and also in the Polonez Application available via the relevant mobile application stores or links made available on the Website. The documents may also be made available in the "DOCUMENTS" tab or in another equivalent location indicated by the Contractor.
By commencing use of the services provided by the Contractor, the Customer confirms having read the contents of the Terms, the Price List, and the Privacy Policy, accepts their provisions, and undertakes to comply with the rules arising therefrom.
ARTICLE 2 DEFINITIONS
The terms defined below have the following meanings (regardless of whether they are used in the singular or plural):
1. Application – software made available free of charge by the Contractor under the marketing name Polonez, within which Users may use selected functionalities of the Services after creating an individual Account and logging into it,
2. Price List – the document specifying the prices for Services,
3. Instructions for the Proper Packaging of Shipments – a document containing detailed rules and procedures concerning the proper preparation of goods for shipment, specifying, among other things, requirements as to the choice of packaging, packing methods, and securing of Shipments, aimed at ensuring their safe carriage and protection against loss, shortage, or damage of the Shipment,
4. Payment Instrument – a payment instrument within the meaning of the provisions of the Act of 19 August 2011 on Payment Services, used by the Customer to make payment for the Services. Payments for the Services may be made through an external payment service provider, in particular ZEN.COM, or other providers appropriate for the selected payment method. The provision of payment services takes place on the terms set by the relevant payment service provider,
5. Civil Code (CC) – the Act of 23 April 1964 – the Civil Code (Journal of Laws No. 16, item 93, as amended),
6. Consumer – a natural person entering into a legal transaction with the Contractor that is not directly related to that person's business or professional activity (in accordance with Article 22¹ of the Civil Code),
7. Correspondence – letter-post items,
8. Courier – a natural or legal person who, on the Contractor's instructions, collects the Shipment from the Sender or delivers the Shipment to the Recipient,
9. Sender – the Customer sending the Shipment, or a natural person, legal person, or organizational unit without legal personality, who is not the Customer, authorized by the Customer to send the Shipment,
10. Recipient – the natural person to whom the Shipment is to be delivered,
11. Parcel – an item or items placed in a single, compact, and secured packaging, constituting one element of a Shipment,
12. Parcel Locker – a self-service device used for sending and collecting Shipments,
13. Account – an individual user profile created in the Contractor's systems, accessible after registration via the Portal or the Application, enabling use of the functionalities related to the provision of Services,
14. Shipment – one or more Parcels or Correspondence, covered by a single sending order, directed from one Sender to one Recipient,
15. Authorized Person – a person entitled to file a complaint relating to the non-performance or improper performance of a Service,
16. Services – services provided by the Contractor consisting in the organization and coordination of the Shipment delivery process using third parties, in accordance with the provisions of the Terms,
17. Additional Services – optional services, subject to an additional fee, offered alongside the Services, intended to increase the comfort, safety, flexibility, and efficiency of the Shipment delivery process, specified in the Price List,
18. Customer – a natural person of legal age with full legal capacity to perform legal acts, instructing the Contractor to perform a Service and acting as a Consumer,
19. User – a person using the Website, the Portal, the Application, the Account, or other Electronic Services made available by the Contractor,
20. Website – the website operated by the Contractor under the marketing name Polonez,
21. Portal – the Polonez online platform enabling, in particular, the creation of an Account, preparation of an order, saving of address data, management of Shipments, and use of selected functionalities of the Services,
22. Polonez – the marketing name of the Service, the Website, the Portal, and the Application. Polonez is not a separate legal entity and is not a party to the agreement with the Customer,
23. Privacy Policy – the document setting out the rules for the processing of personal data by the Contractor in connection with the provision of the Services and the use of the Website, the Portal, and the Application,
24. Electronic Services – services provided by electronic means by the Contractor, in particular the Account, the registration and login form, the contact form, the Service price calculator, the Shipment sending form, the Shipment tracking service, the Newsletter, and the functionalities of the Portal and the Application,
25. Newsletter – a voluntary service consisting in sending commercial, marketing, promotional, or informational messages concerning the Contractor, its Services, or the Polonez brand, subject to the User's consent.
ARTICLE 3 SCOPE OF SERVICES PROVIDED
1. The Contractor provides Services within the territory of the Republic of Poland and in cross-border transactions, in accordance with applicable law, international agreements binding on the Republic of Poland, the Terms, and the Price List. The estimated timeframes for performance of the Services are set out in the Price List or in the information made available on the Website, the Portal, or the Application.
2. As at the effective date of these Terms, the Services covered by these Terms include, in particular, the organization and coordination of the delivery of Shipments from Poland to the United States of America, Canada, and the United Kingdom. The Contractor may expand or limit the available delivery destinations, of which it shall inform on the Website, the Portal, or the Application. In the event of any discrepancy between the content of these Terms and the information published on the Website, the Portal, or the Application regarding the currently available delivery destinations, the information published on the Website, the Portal, or the Application shall prevail.
3. The Services consist in carrying out activities related to the organization of Shipment delivery, in particular:
a. organization of the process of accepting and delivering Shipments,
b. organization of the transport of Shipments,
c. organization of the storage and warehousing of Shipments,
d. settling accounts with the third parties that the Contractor cooperates with in providing the Services,
e. communication with the Customer, including notifying the Customer of obstacles in the provision of Services,
f. organization of customs procedures in import and export on behalf of and for the account of the Customer.
4. The Contractor also provides Electronic Services related to the use of the Website, the Portal, and the Application, in particular enabling the creation of an Account, logging in, use of the Service price calculator, placing orders, tracking Shipments, saving address data, handling payments, contacting the Contractor, and use of the Newsletter.
ARTICLE 4 PLACING ORDERS
1. The Customer, or the Sender acting on the Customer's behalf (where the Sender is not the Customer), places an order for the performance of a Service:
a. using the Application, or
b. via the Portal.
2. In order to place an order, the Customer, or the Sender acting on the Customer's behalf (where the Sender is not the Customer), is required to provide the data necessary for the performance of the Service, in particular:
a. the Sender's and Recipient's data, comprising at least first and last name, address, telephone number, and e-mail address,
b. data concerning the Shipment, including its weight, dimensions, declared value, and description of contents,
c. information concerning the method of sending and delivering the Shipment,
d. other information required by the Contractor, its subcontractors, or the competent public administration authorities, to the extent necessary for the performance of the Service,
e. in the case of Shipments requiring customs handling – the data necessary to prepare customs documentation, including at least the product name, HS code, quantity, weight, country of origin, and other data required by customs, tax, export, or import regulations.
3. The Customer or the Sender shall be liable for the correctness, completeness, and factual accuracy of the data provided when placing the order.
4. Placing an order is conditional upon making an advance payment for the Service in accordance with the applicable Price List.
5. Placing an order requires having an Account. The Contractor does not allow an order to be placed as a guest, without registration or logging into an Account, unless the Website, the Portal, or the Application expressly provides otherwise.
6. By providing the Recipient's or another third party's data, the Customer represents that it is authorized to disclose such data to the Contractor for the purpose of performing the Service, in particular for sending, transport, customs handling, delivery, contact with the Recipient, handling of returns, complaints, or claims.
ARTICLE 5 USE OF THE WEBSITE, PORTAL, AND APPLICATION, AND ACCOUNT REGISTRATION
1. The Customer is required to use the Website, the Portal, and the Application in a manner consistent with applicable law and good practice, with respect for the rights of third parties, in particular personal rights and intellectual property rights.
2. It is prohibited to transmit or provide unlawful content via the Website, the Portal, or the Application.
3. Use of selected functionalities of the Services provided by the Contractor requires creating an Account or logging into an existing Account via the Portal or the Application.
4. Registration and login take place via a single, shared form made available by the Contractor.
5. The User may access the Account by:
a. providing an e-mail address and confirming login with a one-time code sent to the indicated e-mail address,
b. logging in via Google,
c. logging in via Apple,
d. providing an e-mail address or telephone number and a password, if the Account was previously created using that authentication method.
6. In the case of first login using an e-mail address and a one-time verification code, Google, or Apple, the Account is created automatically upon successful authentication of the User.
7. The Customer is required to provide true, current, and complete data and to update it in the event of any change. The Customer is required to promptly update the data and to inform of any change thereto, in particular data necessary for the performance of the Services.
8. The Customer shall be liable for maintaining the confidentiality of the login credentials for the Account and for actions taken using the Account, unless the unauthorized use of the Account occurred for reasons beyond the Customer's control.
9. Within the Website, the Portal, and the Application, the Contractor may provide Electronic Services, in particular: maintaining the Account, handling registration and login, the contact form, the order form, the Service price calculator, the Shipment tracking service, saving address and recipient data, handling payments, and the Newsletter.
10. Use of the Website, the Portal, and the Application requires a device with Internet access, an up-to-date web browser or a compatible mobile device, an active e-mail address or telephone number, and the enabling of cookies or similar technologies to the extent necessary for the functioning of the Electronic Services.
11. An Account may only be created by a person of legal age with full legal capacity to perform legal acts. The Contractor may refuse to create an Account or suspend access to an Account if it has a reasonable suspicion that the Account was created by a minor or in breach of these Terms.
12. The agreement for maintaining the Account is concluded at the moment the Account is successfully created and is concluded for an indefinite period. The Customer may cancel the Account or request its deletion at any time, subject to the obligation to retain the data necessary for the performance of Services already commenced, legal obligations, settlements, complaints, or the pursuit and defense of claims.
13. Deletion of the Account does not result in the cancellation of orders in progress or the expiry of payment, complaint-related, customs, tax, or other obligations arising from these Terms or applicable law.
14. The Contractor may temporarily suspend or restrict access to the Account, the Portal, or the Application if this is necessary for security or technical reasons, to counteract abuse, to protect the rights of third parties, or in the event of a breach of these Terms by the Customer.
15. The User may voluntarily subscribe to the Newsletter or give consent to marketing communications. Marketing communications may include, in particular, e-mail, SMS, web push, or notifications in the Application, where the User has given the relevant consent. Consent may be withdrawn at any time.
16. The Contractor may send communications relating to the performance of the Service, in particular login codes, order confirmations, payment information, Shipment status, customs clearance, complaints, Account security, or the functioning of the Portal or the Application. Such communications do not constitute marketing communications.
17. The rules for the use of cookies and similar technologies are set out in the Privacy Policy, the cookie panel available on the Website, or a separate cookie notice made available by the Contractor.
ARTICLE 6 DECLARATION OF SHIPMENT VALUE
1. The Customer or the Sender (where not the Customer) declares that the contents of each Shipment are correctly and truthfully described, in particular as to their type, quantity, and value.
2. The declared value of the Shipment may not exceed USD 1,000 or the equivalent thereof in the settlement currency according to the average exchange rate of the National Bank of Poland (NBP).
3. In the event of an incorrect, incomplete, or factually inaccurate declaration of the value or contents of the Shipment, the Contractor's liability may be limited to the extent provided for in the Terms and applicable law.
ARTICLE 7 PACKAGING OF SHIPMENTS
1. Shipments containing goods must be packed in a cardboard box appropriately suited to their size, weight, and properties. The packaging must be closed and sealed in a manner ensuring the safety of the contents and preventing them from shifting during transport.
2. The Customer, or the Sender acting on the Customer's behalf (where not the Customer), is responsible for preparing the Shipment in a manner enabling the proper performance of the Service by the Contractor. Proper preparation of the Shipment is understood to mean, in particular:
a. packing the Shipment in a manner ensuring the safety of the Shipment (including packaging that is closed, secured, and appropriately tight), in particular the safety of its contents, of other Shipments, and of the means of transport used to perform the Service;
b. securing the Shipment by immobilizing its contents using appropriate filler materials (e.g., bubble wrap, packing paper, foam profiles) suited to the type of goods sent, with a recommendation to use ecological, biodegradable, or recycled materials where possible without compromising the safety of the goods,
c. providing packaging that prevents access to the contents of the Shipment without leaving visible traces, sufficiently durable given the size, weight, and contents of the Shipment, preventing the contents of the Shipment from shifting, and ensuring proper performance of the Services without shortages or damage to the contents of the Shipment;
d. providing packaging meeting the parameters and dimensions of Shipments specified in the Price List.
3. The Instructions for the Proper Packaging of Shipments may be available in the "DOCUMENTS" tab, and in the absence thereof, it is required to apply the provisions of these Terms.
4. The weight of the Shipment's packaging and other securing materials is included in the weight of the Shipment.
5. Where damage arises as a result of improper packaging of the Shipment, in particular consisting of damage to other Shipments or damage to the vehicle carrying the Shipments, liability for the damage referred to above shall rest with the Customer.
6. The Contractor shall not be liable for damage arising from the sending of a Shipment in a condition preventing the proper performance of the Service, in particular in the case of improper or insufficient packaging of the Shipment that does not ensure the safety of its contents or of other Shipments, and also in the case of a lack of declaration of the Shipment's contents or the provision of data inconsistent with its actual contents. The foregoing does not exclude the Contractor's liability arising from mandatory provisions of law.
ARTICLE 8 ACCEPTANCE AND DELIVERY OF SHIPMENTS
1. Shipments are accepted from Senders and delivered to Recipients in accordance with the option chosen by the Sender when placing the order.
2. Shipments may be accepted via the network of InPost points and Paczkomat® InPost Parcel lockers.
3. Shipments are delivered to the address indicated by the Sender.
4. Collection and delivery of Shipments take place through subcontractors.
5. Confirmation of the sending or delivery of a Shipment may take place through the use of identification and authorization methods available in the systems of the Contractor's subcontractors involved in providing the Services, in particular through a Shipment code, PIN, QR code, scanning, or electronic confirmation in the system (including in the application or systems of subcontractors).
ARTICLE 9 RULES FOR THE PERFORMANCE OF SERVICES
1. Performance of the Service begins at the moment the parcel is sent within the network of InPost points or Paczkomat® InPost Parcel lockers.
2. Subcontractors acting on the Contractor's instructions may, to the extent required by law or operational procedures, verify a Shipment, including requesting that it be opened, in order to check compliance with the Terms, in particular whether it contains items excluded from carriage and whether it has been properly secured.
3. In the event of a reasonable suspicion that a Shipment does not comply with the Terms, or of a risk of damage to other Shipments, the Contractor or its subcontractors may request that the Customer or the Sender open the Shipment, and in the event of refusal or where this is not possible, may undertake verification measures.
4. Where verification in the manner referred to above is not possible, subcontractors may, in compliance with applicable law, check the parameters or contents of the Shipment before its acceptance or during performance of the Service, and may decide to:
a. refuse to accept the Shipment for performance,
b. accept the Shipment for performance.
5. In exceptionally justified cases, the Contractor or subcontractors may take action consisting in securing, returning, or disposing of the Shipment, in particular where it poses a threat to persons, property, or other Shipments. A corresponding report shall be drawn up in respect of such actions in accordance with applicable law.
6. Activities related to the customs handling of Shipments may be carried out by the Contractor or by entities authorized by it, acting as subcontractors, in accordance with applicable customs law.
7. If the Sender cannot be present during verification activities, they shall be carried out in accordance with the relevant provisions of law and in the presence of authorized persons, where required.
ARTICLE 10 REMUNERATION FOR SERVICES
1. Before placing an order, the Customer may calculate an estimated price for the Service using the interactive calculator on the Website. The final price of the Service is presented to the Customer before finalizing the order and requires the Customer's acceptance.
2. For the performance of the Services by the Contractor, the Customer is required to pay remuneration determined in accordance with the Price List in effect at the time the Service order is placed, and with the provisions of the Terms.
3. The amount of fees and surcharges depends, in particular, on the weight and dimensions of the Shipment, the method and place of collection and delivery, the Additional Services selected, and other factors specified in the Price List or the Terms.
4. The current Price List is made available in the "DOCUMENTS" tab.
5. The Contractor reserves the right to change the Price List. A change to the Price List does not affect the prices of Services resulting from orders placed before the effective date of the change.
6. Payment for the Service is made in advance using available electronic payment methods, in particular: payment card, PayPal, Apple Pay, and Google Pay. Payment handling may be carried out through an external payment service provider, in particular ZEN.COM, or other providers appropriate for the selected payment method. The Customer may be redirected to the payment system of the external provider. The Contractor does not store the Customer's full payment card details. The Contractor may process information necessary to handle the order and settlements, in particular the transaction identifier, payment status, amount, and the payment method selected.
7. The Customer acknowledges that the Contractor, or entities acting on its instructions, may verify the weight and dimensions of the Shipment, in particular by weighing or measuring it, also after the Shipment has been sent, which may result in the determination of the actual or volumetric weight and a corresponding adjustment of the remuneration in accordance with the Price List.
8. Where a discrepancy is found between the declared and actual parameters, the Contractor shall adjust the remuneration in accordance with the Price List, which shall constitute grounds for charging a surcharge. The Customer will be informed of the amount of the surcharge after verification has been carried out. The Shipment may be forwarded for further processing once the surcharge has been paid.
9. Where the surcharge is not paid within 14 days of the Customer being informed thereof, the Contractor shall be entitled to suspend further performance of the Service. Upon expiry of this period without payment, the Contractor may return the Shipment to the Sender at the Customer's expense.
10. The parameters of Shipments and the rules for calculating the charges for the Services are set out in the Price List.
11. Shipping fees are calculated on the basis of the greater of the following values: actual weight or volumetric weight. All Shipments are subject to re-measurement and re-weighing. Where a discrepancy is found, the Customer will be charged the corresponding fee. If the actual weight is less than the volumetric weight, fees will be calculated on the basis of the volumetric weight according to the formula: (length × width × height in centimeters) ÷ 5000.
12. Unless otherwise provided, fees for the Services do not include taxes, customs duties, import charges, or other public-law charges arising from the law applicable in the country of delivery of the Shipment. In the case of international Shipments, in particular in relation to the United States of America, all customs and import duties, including fees required by the competent customs authorities, shall be borne by the Recipient of the Shipment as the importer of the goods. The Contractor is not the importer of Shipments within the meaning of the customs law of the country of delivery.
13. Where customs or import duties are not settled by the Recipient within 60 days of their due date, the Contractor may cover these costs in order to enable completion of the customs procedure or delivery of the Shipment. In such a case, the Contractor shall have a right of recourse against the Customer (Sender), who undertakes to reimburse the costs incurred within the period indicated in the demand for payment.
ARTICLE 11 LIMITATION OF LIABILITY FOR THE SHIPMENT
1. The Contractor's liability for the Shipment is contractual liability and is limited on the terms set out in these Terms and in generally applicable law.
2. Where the additional option of increasing liability has not been used, the Contractor's liability for loss, shortage, or damage of the Shipment is limited to the amount of USD 100, or the equivalent thereof in the settlement currency according to the average NBP exchange rate on the date liability is established.
3. Where the Customer makes use of the additional, chargeable option of increasing liability, the Contractor's liability may be increased up to the declared value of the Shipment, taking into account the limitations arising from these Terms.
4. The declared value of the Shipment may not exceed USD 1,000, or the equivalent thereof in the settlement currency according to the average NBP exchange rate.
5. The Contractor shall not be liable for damage arising, in particular, as a result of:
a. the sending of a Shipment containing items excluded from carriage,
b. a breach of customs, tax, export, import, or other legal provisions,
c. improper or inadequate packaging of the Shipment,
d. the provision of untrue, incomplete, or misleading data concerning the Shipment,
e. the detention, confiscation, or destruction of the Shipment by the competent authorities,
f. force majeure,
g. other circumstances provided for in the Terms.
6. The provisions of this Article define the limits of the Parties' liability under the Agreement and do not constitute an insurance contract or any element thereof.
7. No provision of this Article excludes or limits the Contractor's liability to the extent that such exclusion or limitation would be impermissible under mandatory provisions of law, in particular provisions protecting Consumers.
ARTICLE 12 REFUSAL TO PERFORM THE SERVICE / EXCLUSIONS FROM CARRIAGE
1. The Contractor may refuse to perform the Service or withdraw from its performance under the concluded Agreement, in particular where the Customer or the Sender breaches the provisions of the Terms, including where:
a. the Shipment has not been prepared in accordance with the provisions of the Terms, in particular in breach of the rules set out in the Instructions for the Proper Packaging of Shipments, or its actual parameters (actual or volumetric weight, dimensions) are inconsistent with the declaration,
b. the Shipment contains items excluded from carriage by the Contractor or under generally applicable law, in particular:
– hazardous substances within the meaning of separate provisions, including flammable, explosive, radioactive, corrosive, or malodorous materials and waste,
– weapons, explosive materials, firearms, or ammunition,
– imitations (replicas) of firearms, explosive components, or ammunition,
– illegal goods, including drugs, psychotropic or narcotic substances,
– medicinal products subject to restrictions under applicable law,
– alcohol and tobacco products,
– corpses, human remains, or ashes,
– live animals and plants,
– animal remains and furs,
– antiques and works of art,
– precious stones, precious metals, and jewelry,
– securities, cash (banknotes, coins), excise stamps, and identification marks,
– identity documents (including passports, identity cards, and driving licenses),
– frozen and perishable goods,
– dangerous goods specified in the provisions of the ADR regulations ("European Agreement concerning the International Carriage of Dangerous Goods by Road"),
– other items indicated on the Website, in the Portal, or in the Application,
– any other items excluded from transport or delivery under the relevant provisions of domestic and international law,
c. the Shipment requires specialized rolling stock, transshipment, or, due to its properties, cannot be handled using the technical and organizational means available to the Contractor or its subcontractors,
d. the generally applicable law in Poland, or in the states in whose territory the Service is performed, prohibits, or restricts, the carriage of the given Shipment, or requires that special conditions be met for its transport,
e. the Shipment has been classified as a hazardous material or good, the transport of which is prohibited or restricted by IATA, ICAO, or other competent organizations or public administration authorities,
f. the Contractor is unable to perform the Service due to force majeure, in particular: actions of state authorities or administrative bodies, labor disputes, strikes, war, blockades, weather conditions (including low temperatures, fog, snowfall, or icy conditions), natural disasters, riots, or military actions,
g. the Shipment has been improperly secured by the Customer or the Sender, in particular in a manner that may damage or soil other shipments or the property of the Contractor or its subcontractors,
h. the information provided when placing the order for the Service gives rise to a reasonable suspicion that the Shipment may breach the provisions of the Terms, in particular as regards the declaration of contents, weight, dimensions, or value,
i. the Customer fails to provide the data, information, or documents required for customs clearance, transport, delivery, or verification of the Shipment's compliance with the law, despite a request from the Contractor or an entity acting on its instructions.
2. In the cases indicated in item 1, the Shipment may be:
a. returned to the Sender,
b. held pending clarification,
c. handed over to the competent authorities, in accordance with applicable law.
ARTICLE 13 CHANGE OF DATA, RETURN, AND NON-DELIVERY OF THE SHIPMENT
1. Until the Shipment is delivered, the Customer may submit a request to change the data concerning the Shipment, in particular the Recipient's details, the delivery address, or the method of delivery, provided this is possible given the stage of performance of the Service and the technical and operational conditions of the Contractor or its subcontractors.
2. The Customer may also submit a request for the return of the Shipment before its delivery. Whether the return can be carried out depends on the stage of performance of the Service and the organizational capabilities of the Contractor and its subcontractors.
3. The Contractor may request the provision of additional information or documents necessary to carry out a request to change data or to return the Shipment.
4. The costs associated with changing the Shipment's data, its return, redelivery, or other additional actions carried out at the Customer's request shall be borne by the Customer in accordance with the applicable Price List.
5. The Contractor shall take steps aimed at delivering the Shipment in accordance with the data indicated by the Customer or the Sender.
6. Where delivery of the Shipment is not possible for reasons beyond the Contractor's control, in particular due to:
a. the provision of incorrect or incomplete Recipient data,
b. refusal by the Recipient to accept the Shipment,
c. failure to collect the Shipment within the period provided for by the operator carrying out the delivery,
d. refusal by the Recipient to pay customs duties, taxes, import charges, or other charges required by the competent authorities,
the Contractor or its subcontractors may, depending on the circumstances:
i. attempt to redeliver the Shipment,
ii. direct the Shipment to temporary storage,
iii. return the Shipment to the Sender at the Customer's expense.
7. Where the Shipment is returned to the Sender for reasons attributable to the Customer, the Sender, or the Recipient, the Customer shall be required to cover all costs related to the return of the Shipment, its storage, redelivery, and any public-law charges, if such arise.
8. The Customer shall be charged the costs referred to in items 4 and 7 only to the extent permitted by mandatory provisions of law and in accordance with the Price List or information provided to the Customer prior to performance of the additional action, where required by law.
9. The Contractor shall not be liable for delays, additional costs, or consequences resulting from actions of customs authorities, border controls, the applicable law of the country of transit or delivery, or from the Recipient's refusal to accept the Shipment.
ARTICLE 14 LIABILITY
1. The Contractor shall be liable for the loss, damage, or shortage of the Shipment from the moment it is accepted for carriage until it is released to the Recipient, in accordance with applicable law.
2. The Contractor shall not be liable for the non-performance or improper performance of the Service if such non-performance or improper performance resulted from the following causes:
a. force majeure,
b. reasons attributable to the Sender or the Recipient, through no fault of the Contractor,
c. a breach by the Sender or the Recipient of the law or of the Terms,
d. the properties of the item sent.
3. The Contractor shall be liable for the non-performance or improper performance of the Service in accordance with generally applicable law, the Terms, and the provisions concerning the handling of complaints. The Contractor's liability may be excluded where the non-performance or improper performance of the Service resulted from:
a. willful misconduct of the Customer or the Sender,
b. gross negligence of the Customer or the Sender.
In the cases indicated above, the Contractor shall not be liable to the extent provided for by law.
4. The Service shall be deemed not to have been performed in the event of:
a. loss, misplacement, or total destruction of the Shipment, or
b. non-delivery of the Shipment to the Recipient within 30 days of the expiry of the period provided for the performance of the Service.
5. The Service shall be deemed to have been improperly performed, in particular, in the event of:
a. delay in the delivery of the Shipment relative to the guaranteed deadline;
b. damage to or shortage of the contents of the Shipment;
c. performance of the Service inconsistent with the accepted order.
6. The provisions concerning the Contractor's liability shall apply subject to mandatory provisions of law and the rights of the Consumer. In the event of any conflict between these Terms and mandatory provisions of law, such provisions shall prevail.
ARTICLE 15 RULES, PROCEDURE, AND TIME LIMITS FOR FILING AND HANDLING COMPLAINTS
1. In the event of non-performance or improper performance of the Service, the right to file a complaint shall belong to the Sender.
2. The right to file a complaint shall belong to the Recipient where the Sender waives, in the Recipient's favor, the right to pursue claims, or where the Shipment has been delivered to the Recipient.
3. A complaint may be filed no later than within 12 months of the date the Shipment was sent.
4. A claim for the non-performance or improper performance of the Services by the Contractor shall expire upon acceptance of the Shipment without reservations, unless the Authorized Person establishes shortages or damage to the Shipment that are not externally noticeable after acceptance of the Shipment, and, no later than within 7 days of accepting the Shipment, notifies the Contractor of a claim on this account and proves that the shortages or damage to the Shipment arose in the period between acceptance of the Shipment by the Contractor for performance of the Services and its delivery to the Recipient.
5. The complaint procedure shall be deemed exhausted in the event of the Contractor's refusal to acknowledge the complaint, or of failure to pay the amount claimed within 30 days of the date the complaint is acknowledged.
6. A complaint may be filed electronically via the online form available on the Website, the Portal, or the Application, or in writing to the Contractor's registered office address. In the case of a complaint filed electronically, authentication shall be carried out by verifying the data concerning the Shipment that is the subject of the complaint or the data of the Account to which the report relates.
7. The filing of a complaint by electronic means, together with the complainant's indication of an e-mail address, constitutes consent to receive the following by electronic means, at the e-mail address indicated: a request to remedy deficiencies in the complaint; notification that the complaint has been left unaddressed or was filed by an unauthorized person; and the response to the complaint or information on the outcome of the appeal.
8. A complaint shall contain:
a. the first and last name of the Sender or the Recipient, hereinafter also referred to as the "complainant",
b. the subject of the complaint,
c. the date and place the Shipment was sent,
d. the Shipment number,
e. the grounds for the complaint,
f. the amount of compensation claimed – where the complainant demands compensation,
g. the complainant's signature – in the case of a complaint filed in writing,
h. the date the complaint was drawn up,
i. a list of the documents attached.
9. Reports concerning the functioning of the Electronic Services, in particular the Account, login, the Portal, the Application, the calculator, the forms, payments, or Shipment tracking, may be submitted via the contact form, the complaint form, the functionality available in the Portal or the Application, or to the contact address indicated on the Website.
10. A report concerning the Electronic Services should contain data enabling identification of the User or the Account, a description of the problem, the date on which it occurred, and, where possible, the Shipment number, a screenshot, or other information facilitating the handling of the report.
11. A complaint filed other than by means of electronic communication must be accompanied by:
a. the original document confirming the sending of the Shipment or the original proof of sending of such Shipment, if such a document is issued – for inspection,
b. the Sender's statement waiving the right to pursue claims – in the case referred to in item 2,
c. a copy of the report drawn up by the Contractor directly upon acceptance of the damaged Shipment or upon finding shortages in its contents (where the Shipment was accepted by the Recipient); or a statement of shortages or damage to the Shipment made by the person accepting the shipment, drawn up directly upon acceptance,
d. the packaging of the damaged Shipment, if the Contractor so requests,
e. a statement establishing non-visible shortages or damage to the Shipment, within the period referred to in item 4, together with an indication of the circumstances or evidence confirming the existence of the circumstances conditioning the pursuit of compensation referred to in item 4,
f. a description of the circumstances confirming the sending or delivery of the Shipment and an indication of the evidence confirming this fact.
12. A complaint filed by means of electronic communication must be accompanied by scans of the documents referred to in item 9. If necessary for the proper handling of the complaint, the Contractor may request that the originals of those documents be provided.
13. The originals of documents shall be returned to the complainant against acknowledgment of receipt, at any time upon the complainant's request. In the absence of such a request, the Contractor shall return them no later than upon conclusion of the complaint proceedings.
14. If a complaint does not meet the requirements referred to in item 8(a)–(e) and (g)–(i) and in items 9 and 10, the Contractor, where it considers this necessary for the proper handling of the complaint, shall request that the complainant remedy the deficiencies within 7 days of service of the request, indicating the scope of such remedy. The request shall include a notice that failure to remedy the deficiencies within the period will result in the complaint being left unaddressed. Upon expiry of the specified period without the deficiencies having been remedied, the complaint shall be left unaddressed.
15. The period referred to in item 12 shall not be included in the period for handling the complaint.
16. A complaint concerning non-performance or improper performance of the Services filed after the expiry of the periods referred to in items 3 and 4 shall be left unaddressed, of which the Contractor shall promptly notify the complainant.
17. A complaint filed by an unauthorized person shall be treated as not having been filed, of which the Contractor shall promptly notify the complainant, informing them of the possibility of filing a complaint through an authorized person.
18. In the case of a complaint filed by means of electronic communication, the Contractor shall promptly send electronic confirmation of its receipt.
19. The Contractor shall handle the complaint promptly and provide a response to the complaint within a period not exceeding 30 days from the date of receipt of the complaint.
20. The period shall be deemed to have been observed if the Contractor sent the response to the complaint within that period.
21. The response to the complaint shall contain:
a. the Contractor's name;
b. a reference to the legal basis;
c. the decision to acknowledge or refuse the complaint, in whole or in part;
d. where compensation is awarded – the amount of compensation and information on the manner and time limit for its payment;
e. the first name, last name, and job position of the Contractor's employee authorized to respond to the complaint;
f. a notice of the right to appeal and an indication of the address to which the appeal should be sent, as well as information on the possibility of pursuing claims, prior to exhaustion of the complaint procedure, in proceedings: i. before a court, or ii. concerning out-of-court resolution of consumer disputes before the President of the Office of Electronic Communications.
22. The response to the complaint should additionally contain:
a. the factual and legal grounds – in the case of refusal to acknowledge the complaint, in whole or in part;
b. information on the detention of the Shipment, where the complaint concerns a detained Shipment.
23. In the event of refusal to acknowledge the complaint, in whole or in part, the complainant may file an appeal within 14 days of service of the response to the complaint.
24. Where an appeal against a decision on a complaint is filed after the expiry of the specified period, it shall be left unaddressed, of which the Contractor shall promptly notify the complainant.
25. The Contractor shall handle the appeal promptly and inform the complainant of the outcome of the appeal within a period not exceeding 30 days of receipt of the appeal.
26. Information on the outcome of the appeal shall contain a notice of exhaustion of the complaint procedure and of the right to pursue the claims specified in the statute in proceedings: a) before a court, or b) concerning out-of-court resolution of consumer disputes before the President of the Office of Electronic Communications.
ARTICLE 16 WITHDRAWAL FROM THE AGREEMENT BY THE CONSUMER
1. A Customer who is a Consumer shall have the right to withdraw from the agreement within 14 days of its conclusion, provided the agreement has not been fully performed.
2. The Consumer shall lose the right to withdraw from the Agreement where the Service has been fully performed with the Consumer's prior express consent, given after the Consumer was informed that the right of withdrawal would be lost upon full performance of the Service, in accordance with generally applicable law.
3. The provisions of these Terms do not exclude or limit the Consumer's rights arising from generally applicable law.
4. The right to withdraw from the agreement for the provision of Electronic Services, including the agreement for maintaining the Account, is available to the Consumer on the terms set out in generally applicable law. Regardless of this, the Consumer may at any time terminate the agreement for maintaining the Account or request deletion of the Account in accordance with Article 5 of these Terms.
5. If the Consumer requests that performance of the Service begin before expiry of the period for withdrawal from the agreement, the Contractor may require the Consumer to submit an express request for the Service to begin and confirmation of having acknowledged information on the effects of performance of the Service on the right of withdrawal, in accordance with applicable law.
ARTICLE 17 PROTECTION OF PERSONAL DATA
1. The controller of personal data processed in connection with the provision of the Services, the use of the Website, the Portal, the Application, the Account, and the Newsletter, and the handling of complaints and payments, is Meest Post Sp. z o.o.
2. The Contractor has appointed a Data Protection Officer, who may be contacted at the e-mail address: [email protected].
3. Detailed information concerning the processing of personal data, including the purposes, legal bases, recipients of data, retention periods, transfers outside the European Economic Area, the rights of data subjects, and the rules for the use of cookies and similar technologies, is set out in the Privacy Policy available on the Website.
4. The Customer acknowledges that, for the purpose of performing the Service, the Sender's and Recipient's data and data concerning the Shipment may be disclosed to entities involved in the performance of the Service, in particular logistics operators, carriers, entities handling customs clearance, payment service providers, IT providers, and the competent public authorities, in accordance with the Privacy Policy and applicable law.
ARTICLE 18 AMENDMENTS TO THE TERMS
1. The Contractor may update these Terms for justified reasons, in particular in the event of a change in the law, a change in the scope or functionality of the Services, a change in the manner of providing the Services, a change to the Price List, a change of providers or subcontractors, a technical, organizational, or security-related change, or in order to clarify the provisions of these Terms.
2. Any updates will be published on the Website and will enter into force 14 days after publication, unless a different effective date is specified. For Consumers, the 14-day period provides time to review the changes and decide on continued use of the Services.
3. For registered Users holding an Account, the Contractor may present the changes for review and acceptance after logging in. Consumers shall have 14 days (or until the specified effective date, if different) to accept or reject the changes. If the Consumer does not accept the changes within this period, the Contractor may temporarily suspend or restrict access to the Services associated with the Account. Continued use of the Services after express acceptance of the changes constitutes acceptance of the amended Terms.
4. Amendments to these Terms shall not affect the Customer's acquired rights or the terms of orders placed before the amendments enter into force, unless mandatory provisions of law provide otherwise or the amendment is favorable to the Customer.
ARTICLE 19 FINAL PROVISIONS
1. It is prohibited to copy, modify, or distribute any part of the Website, the Portal, or the Application without the Contractor's prior written consent. The Contractor may take legal action to protect its rights and the rights of other Consumers.
2. The law applicable to the Agreement shall be Polish law, taking into account the mandatory provisions of the law of the country of delivery of the Shipment, to the extent applicable. The choice of Polish law does not deprive the Consumer of the protection afforded to it under mandatory provisions of law that would apply in the absence of such choice of law.
3. If any provision of the Terms proves to be invalid, ineffective, or unenforceable, this shall not affect the validity of the remaining provisions of the Terms. The Parties undertake to replace such a provision with a valid provision that corresponds, to the fullest extent possible, to its original purpose.
4. In matters not regulated by the Terms, generally applicable law shall apply.
5. If these Terms have been made available in more than one language version, the Polish version shall prevail with respect to Consumers using the Services within the territory of the Republic of Poland, unless mandatory provisions of law provide otherwise.
These Terms enter into force on 13 July 2026.