1. Service Request
The request for services will be made through The Mail Company’s website. The customer will receive the login details (username and password), and they may change the password at any time.
All services registered on the platform will be charged to the customer’s subscriber account, the customer being solely responsible for the proper use of their login details, assuming any charges arising from the service request through them.
The services will be provided on working days (Monday to Friday), excluding public holidays within the delivery period. Local and national holidays can also influence the delivery times of services with a stopover, especially to international destinations.
SERVICES WITH DELIVERY ON THE SAME DAY The charge for collection is included in the amount of the service.
SERVICES WITH NEXT DAY DELIVERY When making the request, the system will determine if the collection can be made on the same day or must be made on the next business day.
In the event of collection failed due to reason attributable to the sender (absence, lack of goods etc.), the missed collection charge will be applied.
Unless expressly provided otherwise, the expected delivery times are merely indicative, although The Mail Company will make its best efforts to meet the expected deadlines.
In this regard, The Mail Company will not be responsible for any damages resulting from the delay in the delivery of the goods, whether direct, indirect or consequential damages.
Notwithstanding the foregoing, in the event that this is expressly established by an applicable mandatory regulation, in the event that the Company is considered responsible for damages and losses resulting from the delay in delivery, it will respond exclusively for the proven damages and losses that said delay would have directly caused to the Customer, excluding any other damage and/or loss and, in any case, subject to the limit established in the “GOODS AND LIABILITY INSURANCE” section.
Goods will be delivered to the address indicated by the customer, with the signature and/or stamp of the recipient being required on the delivery note. Deliveries are not made to post office boxes. For those modes of service where mileage is charged, the official distance from the Km “0” point in the capital of destination to the town of destination, there and back, shall apply.
In the event of the recipient’s absence, the delivery attempt will be communicated to them, as well as instructions to arrange a second delivery attempt.
Delays caused by the absence of the recipient, incorrect address, lack of name, telephone and email contact, as well as delays caused by force majeure (storms, snow, road closures, strikes, formalities or other actions by the Administration and/or Customs, delays by airlines and/or shipping companies, breakdowns affecting routes or vehicles, theft, etc.) will not be considered as non-compliance with the delivery time.
Second deliveries will incur a surcharge, which will be added to the amount of the service.
To make a delivery on Saturday, it is essential that the customer notify the Operations Centre in advance. The shipment will be managed using the “Special Service” mode (See Services features-Special Service section).
If at the time of delivery of the shipment, an anomaly is detected such as a missing package and/or damage (deterioration, wetness, tampered with packaging, etc.), your subsequent claim will require:
- That it has been recorded on the delivery note by the recipient.
- That the claim to The Mail Company be made within a period not exceeding 48 hours from the date of delivery.
4. Excluded goods
Shipments whose content is contrary to the law, morality or good customs, or illegal traffic, will not be accepted, and the customer bears any corresponding liabilities, while the company is completely exempted from them.
It is also strictly forbidden to transport the following goods, with the sender being the solely responsible for the consequences derived from this transport:
- DANGEROUS GOODS Merchandise that, due to its characteristics, is subject to ADR regulations or the specific regulations governing the transport of dangerous goods:
- Explosive materials and objects
- Flammable liquids
- Solid flammable, self-reactive and explosive materials.
- Substances susceptible to spontaneous combustion
- Materials that, when in contact with water, release flammable gases
- Oxidizing materials
- Organic peroxides
- Toxic materials
- Infectious materials
- Radioactive materials
- Corrosive materials
- PERISHABLE GOODS (With an expiration date of less than 7 days) Perishable goods are considered to be any medical, food or industrial use products that require special conditions for their transport, a specific technical control and certain health parameters and regulated temperature for their preservation during storage or transport, loading and unloading.
- Frozen and deep-frozen products
- Fish, molluscs and crustaceans (excluding smoked, salted or dried fish)
- Products prepared from raw meat
- Products prepared from cured meat with an external ambient temperature above 10ºC, excluding products stabilized by salting, smoking, drying or sterilization
- Dairy products (yogurts, kefir, creams and fresh cheeses that have not finished ripening)
- Hunting products
- Poultry and rabbits
- Red animal offal
- LIVE ANIMALS (All species are considered live animals regardless of their use, company, food, bait, etc.)
- VALUABLES (works of art, lotteries or similar, money, jewellery, bearer checks and stubs, bills of exchange, bearer securities, etc.)
- FIREARMS AND CARTRIDGES. This merchandise will not be able to travel
The Mail Company reserves the right at all times to accept the transport mandate for shipments where their packaging is inadequate or insufficient.
Even if a shipment is made under these circumstances, no liability will be accepted for any damage that may affect the goods at the destination, and the company will be exempt from any liability for the goods.
Any damage and/or deterioration suffered by the packages or their contents; delay in delivery; damages derived from fortuitous events, force majeure, the nature or defect of the package; as well as the result of the report made by the insurance company’s expert, will be at the customer’s risk and expense, without the customer being able to file any claim against the company under any circumstances.
6. Weights and measures
The maximum weight allowed per package will be 25 kg. although it is recommended that the maximum weight does not exceed 15 kg.
In addition, the maximum dimensions allowed per package shall be 300 cm, being the sum of the three sides of the package (length + width + height).
The highest resulting weight between the actual weight of the shipment and the volumetric weight will be invoiced, which will be calculated by applying the following formulas:
- Mainland/Island Services: (length x width x height/4000).
- International Services: (length x width x height/5000).
Shipments whose weight and/or measurements exceed those indicated, will be treated as Special Service (See section Features of services – Special Service).
7. Unpaid postage and refunds
They are not allowed.
8. Goods and liability insurance
The consignments are sent by default under the guarantees set out in the legislation applicable to the agreed mode of transport, including for the case of land transport of goods, those provided for in the Land Transport Act 15/2009 (LOTT) and Act 15/2009 of 11 November, of the contract for land transport of goods, as well as their respective implementing regulations.
In the event of an action directly attributable to the contracted service(s), the Company will be liable for damages directly caused to the Customer due to the deterioration or delay in the delivery of the transported goods, with the following compensation:
- In the event of loss or partial deterioration of the goods: a) 1/3 of the Public Multiple Effects Income Indicator per day for each kilogram of gross weight of lost or damaged goods with a maximum of €4.5/kg; or b) with the compensation provided for in the applicable transport legislation, provided that it is lower than that indicated in point (a).
- In the event that the applicable mandatory legislation grants the customer compensation for the delay in the delivery of the goods, a maximum compensation corresponding to the price of transportation.
These limits will be applicable in the absence of mandatory regulations that establish higher limits of liability or when the mandatory regulations prohibit limitations on liability.
There is the possibility of taking out comprehensive value insurance for specific shipments, upon customer request and declaration of value, and a charge corresponding to 2% of the declared value is issued, with a minimum charge of 3 euros. In this case, the customer who has taken out the insurance will obtain an advantage in the Company’s liability limit, by establishing a higher liability amount than the one indicated in previous paragraphs.
The Mail Company shall not be liable for any indirect, consequential or incidental damages (including damages due to lost profits, loss of income or profit, business interruption, loss of business information and similar) arising from the loss, damage, delay, incorrect delivery or lack of delivery of the shipment, even if the Company has been informed of the possibility of such damage.
It is recommended to insure fragile or valuable goods (computers, mobile phones, tablets, etc.), whether new and/or used with the original packaging.
In the event of an incident occurring in an insured service*, whether due to deterioration, theft or loss, the Lessor will transfer the report to the insurance company, which will manage the incident, leaving the parties to await the resolution by the Insurance company. In addition, the insurance company will not cover financial losses caused by delays in deliveries.
If any type of documentation or information is required to prove the claim or the amount thereof, the Lessee undertakes to provide any information and documentation that the insurance company may require for the processing of the corresponding claim.
* Insurance conditions () The conditions of the insurance policy to be purchased to ensure the shipment are, among others, the following:
Insurance Company Zurich Insurance PLC, Branch in Spain Risk data and other aspects of the policy insured goods The insured goods must be properly packaged and/or equipped for transport.
Territorial Scope: WORLDWIDE. except for excluded countries: FORMER USSR, FORMER YUGOSLAVIA, ALBANIA, AFGHANISTAN, LEBANON, LIBYA, LIBERIA, NORTH KOREA, CUBA, IRAQ, IRAN, RWANDA, SOMALIA, BURUNDI, ZAIRE, ANGOLA, CAMBODIA, HAITI AND THOSE COUNTRIES THAT BEFORE STARTING THE INSURED TRIP ARE IN A WAR AND/OR SOCIAL CONFLICT.* Subject to updates, check exclusions before requesting the shipment. Including national mainland and/or island transit.
Means of Transport: By Sea. In the B/. warehouse, by land and/or by air.
Excluded goods Antiques, removals, Special Value items, perishable products, cars, cotton, coffee, coal, cocoa, tobacco, marble, flat glass, scrap metal, goods of any kind in bulk. Documents or photocopies, commercial samples, luggage for personal use, merchandise with insufficient packaging, dangerous merchandise (with corrosive or flammable, explosive, poisonous, radioactive materials, etc.), fresh edible products, refrigerated or frozen perishables, faulty goods or returned to place of origin for any reason, live animals, cash, paper money, bearer securities, commercial or bank bills, securities and coupons of movable value, and documents of any kind. Fine metals, precious stones, jewels and jewellery, old or rare objects of art, the value of which is conventional, collections, funds or stock, cash, winning lotteries or pools, plane or train tickets, bank cards, pre-paid telephone cards and those documents that have a face value.
Valuation In the event of an incident covered by the policy, it will be compensated according to the actual value at the time of the incident. The corresponding factors of depreciation by age, wear, state of conservation and obsolescence will be applied.
Notwithstanding the foregoing, in the event of a partial loss, the parts to be replaced will be guaranteed at the new replacement value. If the replacement value exceeds 75% of the value of the insured goods, it will be considered a total constructive loss, indemnifying the insured goods at their real value.
Maximum value per shipment €60,000. To ensure higher values, it must be previously communicated before shipment.
Regarding the value indicated in the “value to be insured” section, it can be determined if the value corresponds to the total value of the goods transported or if the value is a partial value, so that in the event of a total loss, the company will compensate the maximum declared. In any case, compensation will always be paid according to its purchase value at 100% and up to the maximum of the insured sum declared and with the application of depreciation for use if the goods are not new. The maximum value per shipment is €60,000
9. Non-insurable goods.
Antiques, removals, Special Value items, perishable products, cars, cotton, coffee, coal, cocoa, tobacco, marble, flat glass, scrap metal, goods of any kind in bulk. Documents or photocopies, commercial samples, luggage for personal use, merchandise with insufficient packaging, dangerous merchandise (with corrosive or flammable, explosive, poisonous, radioactive materials, etc.), fresh edible products, refrigerated or frozen perishables, faulty goods or returned to place of origin for any reason, live animals, cash, paper money, bearer securities, commercial or bank bills, securities and coupons of movable value, and documents of any kind. Fine metals, precious stones, jewels and jewellery, old or rare objects of art, the value of which is conventional, collections, funds or stock, cash, winning lotteries or pools, plane or train tickets, bank cards, pre-paid telephone cards and those documents that have a face value.
10. Return and refund of shipments
In services with return or refund, the return shipment will be billed as a new shipment through the most economical service option (unless expressly indicated by the customer).
As a general rule, shipments not delivered due to an incident (refused, incorrect address, etc.) will be returned to the customer after 5 business days have elapsed from the notification of the incident without having received instructions from the customer, using the most economical service option (unless expressly indicated by the client).
11. Proforma invoices
For shipments of samples (all goods whose content is not documentation) to the Canary Islands, Ceuta, Gibraltar, Melilla, Andorra and international destinations outside the EEC, it is essential that the customer attach the corresponding proforma invoice, which must contain the tax and contact details of the sender and recipient, as well as the description and value of the goods, and the customer’s stamp/signature.
The Mail Company will not be held liable for delays, penalties and other consequences resulting from the lack or inaccuracy of the data contained in the proforma invoices.
Similarly, compliance with delivery times in destinations that include customs clearance (Canary Islands, Ceuta, Melilla, Andorra, Gibraltar and international destinations outside the EU) will be conditional on the corresponding processing (inspections, procedures, clearances etc.). The price of the shipments do not include shipping costs (customs fees), or council fees and/or taxes, which will be billed later along with the corresponding receipts:
AMOUNTS TO BE BILLED FOR SHIPPING COSTS
- Canary Islands: €36.00
- Ceuta/Gibraltar: €95.00
- Melilla: €55.00
- Andorra: €26.00
In terms of the rest of the destinations subject to customs processing, the provisions of each country’s regulations will be followed.
An example of a proforma invoice is included in Appendix I.
12. Opening hours and services
The hours of opening to the public and services will be from 09:00 to 19:00 uninterruptedly, from Monday to Friday (except public holidays in the locations of The Mail Company operations centres assigned to the customer).
The services requested outside these times or to be carried out at weekends and/or public holidays will be considered a Special Service, and will therefore be subject to economic valuation and prior budgetary acceptance by the customer.
13. Incidents and claims
INCIDENTS When The Mail Company detects an incident in a courier service, the customer will be informed by email. In the event that this incident involves the customer identifying instructions for delivery (example: incorrect address), the customer’s response period will be 5 business days from the communication of the incident.
Once this period has passed without receiving a response from the customer, the shipment will be returned to the customer and will incur a surcharge equivalent to the most economical service option (unless expressly indicated by the customer).
CLAIMS In the event of a claim for services not delivered in a timely manner, the customer must make a written claim within 2 business days from the delivery date, indicating the service delivery number and the detailed reason for the claim.
The Mail Company’s Quality Department will carry out the corresponding analysis and verification within a maximum period of 1 week, paying the service if the claim proceeds and it is confirmed that the cause is attributable to The Mail Company.
The price of the services does not include VAT or any supplements (CUSTOMS FEES, TAXES, etc.) that may accrue as a result of the services provided.
Similarly, in the case of international services, the price does not include the corresponding fuel surcharge.
Services will be billed on a monthly basis. The corresponding invoice will be sent by email to the address identified for this purpose by the customer.
Through The Mail Company’s website, the client has the details of services, as well as their analytical breakdown and consumption statistics, through the path/Home/Listings/Customer Consumption.
15. Payment method and due dates.
The payment method will be with a maximum expiration of 30 Days from the Invoice Date, by direct debit, or reverse factoring.
Any possible billing claims must be sent in writing and will in no case imply neglect of the agreed expiration date, not even if a payment is required.
The Mail Company reserves the right not to provide a service for customers who have overdue and unpaid invoices
16. Features of the services.
SERVICES WITH SAME DAY DELIVERY
Services that generate waiting times of more than 10 minutes will be changed to hourly availability services.
HOURLY AVAILABILITY SERVICES
SERVICES WITH NEXT BUSINESS DAY DELIVERY
These service options are carried out on the basis of distribution routes and do not allow for delivery at agreed times. The delivery will be made within the corresponding time slot, without a specific time.
- 14 Hour services: The delivery is made the next day between 09:00 and 14:00, without a defined schedule.
- 24 Hour Services: The delivery is made the next day between 09:00 and 19:00, without a defined schedule.
If the Customer has a specific need, they may request it through a Special Service.
International services include those originating in Spain (Exports). Shipments originating in other countries (Imports) will receive the Special Service processing.
Examples of Special Services:
- Urgent collections made outside the established times
- Deliveries on Saturday and/or public holidays
- For shipments whose weight per package exceeds 25 kg and/or whose dimensions per package exceed 300 cm, being the sum of the three sides of the package (length + width + height)
- Imports from other countries
- It is recommended to use this service option to deliver bids, tenders or communications to official bodies.