Wednesday, 17 January 2018 , 9:22
Post services – general terms

General Terms

Of the agreement with users of services within the scope of the universal postal services provided by «Econt Express» Ltd, pursuant to the individual license for provision of services within the scope of the universal postal service № 2-001-003/02.02.2017

Section I. General provisions

  1. These General Terms and Conditions of contract with users of courier services included in the scope of the non-universal postal service provided by Econt Express Ltd (the Courier, ЕЕ) and hereinafter referred to as “General Terms and Conditions”(GT&C), govern the procedure and conditions for provision of services included in the scope of the universal postal service (SISUPS) and specify the rights, obligations and responsibilities of the contracting parties during their implementation and use.
  2. All natural persons, sole traders, agricultural producers and business entities may be Users of SISUPS provided by EE.
  3. Users of SISUPS provided by EE can familiarize themselves with these General Terms and Conditions:
  4. 3.1. In each stationary office of EE, where the General Terms and Conditions are placed at a visible and easily accessible place, and in every mobile office of EE, where they are made available upon users’ request;
    3.2. On EE’s website at URL address www.econt.com where they are published in electronic format.
  5. The contracting parties may also agree on other conditions for provision of SISUPS, and sign an individual contract as an integral part of these GT&C. If the parties agree on conditions for providing SISUPS which are different from the conditions set forth in these GT&C, the former take precedence even if the latter have not been erased.
  6. For international letters to Romania and Greece, besides these GT&C, the provisions of acts of the Universal Postal Union are also applied, as ratified and promulgated according to the statutory procedure.5.1. By manually affixed signature on a paper copy of the documents;
  7. For events and terms not covered by these GT&C, the Postal Services Act (PSA) and the legislation of the Republic of Bulgaria shall apply.
  8. Section II. Scope and characteristics of the services

  9. These GT&C shall apply to domestic and international postal services from the scope of the universal postal service, as well as to their additional services outside the scope of UPS, provided by EE on the territory of the Republic of Bulgaria through a postal network including stationary post offices, mobile post offices, postal agencies and authorised shipping outlets, hereinafter referred to simply as offices, postboxes and facilities, parcel sorting centres and hubs, transport vehicles and technical means.
  10. The postal services from the scope of the universal postal service, as provided by EE, include the following:
    8.1. Collection, transport and delivery of domestic and international postal correspondence shipments (letters) up to 2 kg which contain a message of current or personal nature, inserted in an envelope whose shape and size do not exceed width of 260 mm, length of 360 mm, and height of 20 mm.
    8.2. Collection, transport and delivery of domestic and international postal shipments which may consist of one or several packages, whose size does not exceed width of 60 cm, length of 60 cm, and height of 60 cm. Shipments shall include:
    - small packages of up to 2 kg;
    - printed matter of up to 5 kg;
    - cecogrammes of up to 7 kg;
    - postal parcels of up to 20 kg.
  11. Additional services from the scope of the universal postal service:
  12. 9.1. “Registered post” – agreed insurance against risks of loss, theft or damage of a letter, for which the Sender is issued a document for the acceptance of the letter, and its delivery is made against the Recipient’s handwritten or electronic signature. The additional service applies to letters.
    9.2. “Declared Value” – EE’s contractual responsibility to the amount of the value of the contents of a shipment declared by the Shipper, but not exceeding 10,000 BGN, in the event of loss, theft or damage. The additional service applies to all letters and shipments.
  13. Additional services outside the scope of the universal postal service:
  14. 10.1. “Proof of Delivery” – notification of the Sender with a document certifying:
    - the delivery to the Recipient of a registered letter or shipment, confirmed with their handwritten names and affixed signature in the document;
    - the absence of a Recipient or their refusal to receive a registered letter or shipment, certified by EE by recording it in the document. EE delivers the proof of delivery to the Sender. The additional service applies to registered letters and shipments.
    10.2. “Delivery note” – accompanying document drawn up and sent by a Shipper to Recipient, which EE delivers back to the Shipper by registered post. The additional service applies to shipments.
    10.3. “Two-way shipment” – an additional service providing for the shipping of an item and its return to the Shipper with a 10% discount of the price for its return. The additional service applies to shipments.
    10.4. “Cash on Delivery” – delivery of a registered letter or shipment against payment by the Recipient of an amount specified by the Sender, which is delivered to the Sender via money transfer. The additional service applies to registered letters and shipments.
    10.5. “Cash on Delivery with included check of the contents of the shipment for up to 15 minutes” – the Shipper allows the Recipient to inspect the shipment and pay the Cash on Delivery only in case of acceptance of the goods. The additional service applies to shipments.
    10.6. “Cash on Delivery with included inspection and test of the goods for up to 15 minutes” – the Shipper allows the Recipient to inspect and test the shipment and pay the Cash on Delivery only in case of acceptance of the goods. The additional service applies to shipments.
    10.7. “Instruction on a change in the terms of delivery” in compliance with the rights of the Users, as described under art.41. The additional service applies to letters and shipments.
    10.8. “Storage” – the stay of a letter or shipment in an EE office after the seventh business day, with a fee charged for every extra day of safekeeping of a letter or shipment. The additional service applies to letters and shipments.

    Section III. Terms of access

  15. ЕЕ guarantees equal access of users to the postal services provided through its postal network.

  16. The agreement for provision of a Universal Postal Service shall be deemed concluded, as follows:
  17. 12.1. For letters, with their placement in the EE postboxes, their placement in branded EE facilities, their drop-off at an EE office or submission to an authorised person;
    12.2. For shipments, with their drop-off at an EE office, placement in branded EE facilities, or handover to an authorised person.
  18. The agreement for provision of a Universal Postal Service shall be deemed concluded:
  19. 13.1. With the delivery of the letters or the shipments;
    13.2. With the return to the Senders of any undelivered letters or shipments;
    13.3. With the destruction of the letter or the shipment under the procedure of art.33 hereof.

    Section IV: Protection of the correspondence secret

  20. EE guarantees protection of the confidentiality of user correspondence and postal security requirements, in compliance with the requirements of the Postal Services Act, Section VIII, art.81, 82, 83 and 84.
  21. EE takes all measures and actions for safeguarding and protection of post, cash, EE property, life and health of employees and the users; ensures confidentiality of the correspondence, personal data protection and assists in detecting violations and crimes committed against or through the postal network.

    Section V. Fees and payment methods

  22. ЕE forms the prices of postal services provided in accordance with supply and demand, by submitting them to the Communications Regulation Commission for information within 10 days prior to their enactment.
  23. All prices of postal services provided by EE are included in the Tariff of postal services made available to Users by:
    17.1. Publishing it on EE’s website at URL address www.econt.com.
    17.2. Placing it in a visible and easily accessible place in every stationary office of EE, and at the mobile offices, where they are made available upon Users’ request.
    17.3. The final price of the service is inclusive of a fuel surcharge. On its website, EE officially announces the amount of the fuel surcharge for the current month, as well as the method of its formation and application.
  24. The prices of the postal services are paid by the Users in advance, as follows:

  25. - by a Shipper prior to sending the shipment;
    - by a Recipient prior to receiving the shipment;
    - by a third party prior to receiving the shipment;
    - by payment shared by a Shipper, a Recipient and a third party.
  26. The payment is effected in cash, by bank transfer or by another method, depending on the method of payment determined by EE for the respective service.
  27. Where using postal products – post maps, postal envelopes, etc. with a special price tag stamped on them, the payment of the price is made upon the purchase of the postal products.
  28. EE and the Users may agree that the payment shall be made within certain periods and under special conditions and rates.
  29. Letters inserted in EE postboxes for which no EE postal products with a special price tag stamped on them have been used are delivered to the Recipient after paying the price. In the event the Recipient refuses to pay the amount, the letter is returned to the Sender, who pays for the service double the amount. In case the Sender refuses to pay the amount, the letter is destroyed in compliance with art.33.

    Section VI. Conditions for acceptance and delivery of courier shipments

  30. Postal shipments are handed over at EE offices in the territory of the entire country, within the notified business hours, and in the EE postboxes (PB) or facilities, which are located in readily accessible places.
  31. The business hours of the offices include all working days and are determined by EE by notifying them on the EE website at www.econt.com. In the stationary offices, they are located at a visible and readily accessible to all Users place, and in the mobile offices they are made available upon Users’ request.
  32. EE determines the mandatory requirements for the format, minimum and maximum sizes, volumetric weight and method of addressing of the postal shipments. The requirements are as follows:
  33. 25.1. For letters - the format and the size must not exceed width of 260 mm, length of 360 mm, and height of 20 mm.
    25.2. For shipments - the format and the size shall not exceed width of 60 cm, length of 60 cm, and height of 60 cm.
    25.3. Method of addressing – the Sender’s data is written in the upper left-hand corner – names, address, telephone, and post code of the city/town/village; the Recipient’s data is written in the lower right-hand corner - names, address, telephone, and post code of the city/town/village. Upon delivery of letters and shipments to an Econt office, the Recipient’s address is not a compulsory mention.
  34. The packaging and closing of the shipments must take into consideration their size, weight and contents, so that they ensure their protection against damages.
  35. Postal letters and shipments are delivered to the person indicated as a Recipient, to a parent or legal guardian in case of a minor, or to a person expressly authorised by the Recipient or their guardian.
  36. The delivery of letters and shipments is carried out as follows:
  37. 28.1.The letters - in the Recipients’ postboxes, located at the address for receipt, in facilities or personally to a Recipient at the address as a registered letter: - in the event the letter is of size allowing the delivery to a postbox - in the postbox at the Recipient’s address; - in the event the letter is of size which does not allow the delivery to a postbox or the latter is missing, an official notification is left in the postbox or at the address if a postbox is missing, with an invitation to the Recipient to appear in person to receive the letter at the EE office within 20 days of the date of receipt of the letter there. In case of failure to arrive within that period, a second notification shall be sent to the Recipient inviting them to collect it within 10 days. A storage fee is charged for the safekeeping of a letter or shipment at an EE office after the seventh business day, the information about which and whose amount are included in the notifications to the Recipient.
    28.2. The shipments - in facilities or at an EE office against a handwritten signature, electronic signature or authorised access
  38. When EE has to send a notification about the delivery of a letter or shipment to a Recipient or Shipper, it can be done in one of the following ways:
  39. 29.1. Through an official notification about this letter or shipment delivered to the Sender's or Recipient's postbox. For this type of notification, the Sender’s or Recipient’s addresses where the notification will be sent shall be specified upon the sending of the letter or the shipment;
    29.2. Through notification of delivery via a text message to a mobile telephone, an email, a telephone call or another means of contact with a Sender or Recipient specified upon the sending of the shipment or indicated by them as a means of communication.
    29.3 Through publishing the information in the information system of EE e-Econt which the Shippers/Recipients can access using a unique username and password.
  40. In the event of delivery of letters and shipments with declared value with damaged packaging, where there is evidence for misappropriation or difference in the weight of the shipment and the weight recorded on the shipment upon its acceptance:
  41. 30.1. A shipment inspection report in an established form shall be drawn up, which is certified by both parties (the Author of the statement and the Recipient of the shipment) with a signature or a telephone call to 0 7001 7300, recorded by the EE telephone exchange;
    30.2. A photograph of the letter or the shipment shall be made, which is enclosed in the shipment inspection report.
  42. Recipients of letters or shipments may authorise other persons to receive them, which shall be done in a conversation with EE. The conversation is recorded in the EE telephone exchange and may be replayed if necessary. In these cases, the registered letter or shipment is delivered to the authorised person against the presentation of an identity document.
  43. Letters or shipments for which the Recipients have explicitly specified an address or an office of receipt are internally forwarded to any such address or office if it is within the same city/town/village.
  44. Letters and shipments which are undeliverable due to the fact that: they have not been sought in due time, as specified in the official notification; the Recipients refuse to receive them or pay the amount of the Cash on Delivery; or have moved to an unknown address; or they are unknown at the address or have deceased; the specified address is incomplete or does not exist, shall be returned to the Sender at their expense. The Recipient is sent a notification with an invitation to appear in person at the EE office to receive the shipment within 20 days of the notification date. In the event the Recipient fails to appear within the said time limit, they are sent a second notification inviting them to collect it within 10 days. A storage fee is charged for the safekeeping of a letter or shipment at EE offices after the seventh business day, the information about which and whose amount are included in the notifications to the Recipient. Should they refuse to receive the said letter or shipment within the said period of their notification and have not given an explicit instruction on its holding in a storage facility, the letter/shipment becomes property of EE. EE shall have the right, in its capacity as owner, to sell them at auction or destroy them.
  45. Shipments with perishable contents shall be returned to the Shipper at their expense upon demonstrating signs of spoilage.
  46. Letters and shipments which may not be returned to the Senders due to the fact that the latter have failed to specify an address or to specify a full and precise address, or refuse to receive them back, or have moved to an unknown address, or have deceased or failed to appear to receive them within the time limit set out in the EE notification, become property of EE. EE shall have the right, in its capacity as owner, to sell them at an auction or destroy them.
  47. The destruction of the postal shipments under art.35 shall be carried out with a report by a committee consisting of three EE employees, as follows:
  48. 36.1. The letters are shredded manually or using specialised paper shredders;
    36.2. Items in shipments which may be sold are sold at an auction and EE keeps the proceeds after deducting the expenses for the sale;
    36.3. Any items which remain unsold after the auction under art.36.2, shall be destroyed in a suitable way.

    Section VII. Deadlines for delivery of letters and shipments

  49. Letters and shipments addressed to a Recipient in towns and villages with an EE office are delivered on the following business day from their handover, and for the other towns and villages – within 3 business days, according to the service hours notified on the EE website at www.econt.com.
  50. The delivery of registered letters and shipments with cash on delivery is carried out as follows:
  51. 38.1.Registered letters with on-demand collection and shipments – in the office of their receipt, on the next following day from the handover of the shipment for towns and villages with an EE office, for the other towns and villages – within 3 business days, according to the service hours notified on the EE website at www.econt.com, after Recipient’s payment of the Cash on Delivery amount.
    38.2. Registered letters - at the Recipient’s address after Recipient’s payment of the Cash on Delivery amount.
  52. The transit times for Cash on Delivery payment are identical with the shipping times for courier delivery and start from the day following the cash registration by EE.
  53. Section VIII: Rights and obligations of EE and Users

  54. EE has the following rights and obligations:
  55. 40.1. ЕЕ must provide postal services under equal user conditions.
    40.2. EE shall make the following available in a visible and readily accessible to Users place in each stationary office, as well as on the EE website for the stationary and mobile offices:
    - General Terms and Conditions of the contract with users;
    - Tariffs of postal services;
    - Information about the places of access, where SISUPS are provided;
    - Requirements for the format, minimum and maximum sizes, weight and method of packing and addressing of the postal shipments;
    -The office hours;
    -Goods and substances prohibited as contents of postal shipments;
    - Deadlines for acceptance and processing of claims, and amount of indemnity.
    40.3. ЕЕ is entitled to organize and perform at its discretion the acceptance, processing, transportation and delivery of shipments, using routes, transport means or subcontractors, which EE considers to be optimal and appropriate.
    40.4. EE shall have the right to further package or re-package shipments whose integrity has been compromised, for the purpose of preserving their contents. The further packaging or re-packaging shall be borne by EE.
    40.5. In case of doubt that there might be prohibited goods or substances placed in the shipment, EE has the right to inspect the shipment in the presence or with the written consent of the Shipper. If there is a refusal or lack of response, EE has the right to refuse to accept the shipment or to inform the prosecution so that inspection by the competent authorities can be made, if the shipment has already been accepted.
  56. Users have the following rights and obligations:
  57. 41.1. Users have the right to receive information in an accessible way about GT&C, postal services Tariff, requirements for the format, minimum and maximum sizes, weight, method of packing and addressing of the postal shipments, as well as the business hours of the office;
    41.2. Shippers have the right to dispose of the shipments until their delivery to the Recipient, in their capacity as legal owners and authorisers, and shall cover all costs incurred by EE in executing their instructions;
    41.3.Shippers under art.41.2 provide Recipients with a limited right to give instructions for:
    -a change of the EE office selected by the Shipper where the shipment delivery will be processed, choosing among the available options in the town or village of shipment destination;
    - change of the day of delivery specified by the Shipper within the town or village of shipment destination.
    41.4. Users are entitled to make claims in case of damaged, lost, destroyed or stolen shipments, or when the transit times have not been observed, or for failure to repay the amount of the cash on delivery to the Shipper, and to receive commensurate compensation;
    41.5. Senders of letters and shipments shall:
    - comply with the requirements for the format, weight, size and method of addressing;
    - not put prohibited goods and substances in the letters and shipments;
    41.6. Recipients shall install and maintain post office boxes for delivery of non-registered letters at laces which are safe and accessible to the postal employees – entrances to buildings and yards. Inscriptions on the post office boxes shall specify the names of their users.
    41.7. Shippers are liable for any damages caused by their shipments to the property/employees of EE or to other letters/shipments/persons. Such responsibility is commensurate with the losses incurred by EE or indemnity payments made.

    Section IХ: Goods prohibited for transportation

  58. The inclusion of the following substances and items in domestic and international postal shipments is prohibited:
  59. 42.1.Narcotics, intoxicating substances, psychoactive drugs and toxic substances;
    42.2. Weapons, ammunition, pyrotechnic articles, explosives, flammable or other dangerous substances or items;
    42.3. Obscene or immoral items;
    42.4. Items or substances whose nature or packaging may endanger the life and health of postal employees or other persons, or may soil or damage other shipments and facilities;
    42.5. Religious materials of sects and organizations prohibited or unregistered in the country;
    42.6. Movable cultural property without accompanying authorisation or certificate.
    42.7. Postal shipments, except for shipments with declared value, cannot contain coins, banknotes, currency, travel checks, items of value for the Shipper, platinum, gold, silver, processed or unprocessed precious stones and other valuables. International postal shipments, including those with declared value, in addition to the substances and items under art. 42.1 to 42.7, may not include other substances and items set out in international agreements, as well as items whose import or distribution is prohibited in the country of destination.

    Section Х: Procedures for claims and indemnity for domestic and international letters and shipments

  60. A claim against EE may be filed by the Sender or the Recipient within 6 months of the handover date of the letter/shipment, in the following cases:
  61. 43.1. For lost, stolen or damaged registered letters, shipments with declared value, registered letters and shipments with cash on delivery;
    43.2. Returned postal shipments, where the failure of their delivery is ungrounded;
    43.3. In the event of failure to comply with the deadline for delivery of letters, shipments, and failure to return amounts of Cash on Delivery;
    43.4. In all cases where Users deem that their rights have been violated under these GT&C.
  62. Right of claim:
  63. 44.1. Claims can be filed by the Shipper of the shipment, and after its delivery – by the Recipient;
    44.2. Until shipment handover, the Recipient has the right of claim and/or indemnity only when there is consent of the Shipper (in writing or in conversation recorded by the EE telephone exchange);
    44.3. After shipment handover, the Shipper has the right of claim and/or indemnity only when there is consent of the Recipient (in writing or in conversation recorded by the EE telephone exchange).
  64. EE shall not be liable:
  65. 45.1. For non-registered postal letters;
    45.2. For any damage or destruction of postal letters and shipments which are registered or with declared value occurring as a result of force majeure;
    45.3. Where the registered postal shipments are untraceable due to the destruction of company documents relating to them as a result of force majeure;
    45.4. Where the damage or destruction of the postal shipments has occurred through the Shipper’s fault or arises from the nature of the contents of the postal shipments;
    45.5. For postal shipments containing prohibited items or substances, for which reason they have been confiscated or destroyed by the competent authorities under the established procedure;
    45.6. Where the postal shipment is delivered to another person due to an incomplete or incorrect address;
    45.7. Where the Shippers or the Recipients have failed to file a customer complaint in writing within the time limit under art.43.
  66. In case the Sender of a letter to a Recipient’s address has specified an incomplete or inaccurate address, email or telephone for contact with the Recipient, EE shall not be bound by the previously announced shipment transit times and delivery notification deadlines.
  67. EE shall be liable for direct damage to the shipment, but not for consequential damage (benefits foregone).
  68. A claim may be deemed equitable by EE only if the provisions of art.44 of these General Terms and Conditions are met, all amounts owed to EE are paid without delay or deduction, and the necessary documents are presented as specified by EE, namely: (1) shipment inspection report, bilaterally signed by the courier and the Client, in cases when such a report has been prepared (only when inadequate performance of the service is established in front of EE and in their presence) and/or (2) a letter of claim (in cases when one has been prepared).
  69. A claim regarding a missing or damaged part of the contents of a registered letter/shipment or their delayed delivery is certified by drawing up a shipment inspection report upon the receipt of the shipment, issuing an alert to Econt and/or a letter of claim sent by the claimant. EE must provide the Recipient with an opportunity to check the status and contents of the registered letter/shipment.
  70. Indemnity for claims regarding missing or damaged part of the contents of a shipment without declared value shall be determined by EE and is equal to the actual value of the caused damage but not more than ten times the postal service value.
  71. Indemnity for claims regarding missing or damaged part of the contents of a shipment with declared value shall be determined by EE and is equal to the actual value of the caused damage, but not more than the declared value.
  72. 51.1. The Declared Value of the shipment shall be the value indicated by the Shipper upon its handover. During evaluation, the following principle shall be applied – commodity value is the value at which the commodity could be restored.
    51.2. The actual value of the caused damage is the value at which the shipment could be restored to the form at the time of handover for carriage. In case of differences in the possible recovery costs, the lowest value shall be accepted.
  73. Indemnity for claims regarding delayed service performance shall be determined by EE and is equal to the actual value of the caused damage, but not more than ten times the postal service value.
  74. The indemnity for claims related to default in meeting the deadline for paying off Cash on Delivery is up to the Cash on Delivery service rate, as set in the EE Tariff.
  75. The indemnity for claims related to failure to pay the Shipper the amount of the Cash on Delivery collected from the Recipient amounts to the sum of the cash on Delivery increased by the charge for the service as specified in the EE Tariff.
  76. The Courier undertakes, upon submission of the required documents, as described in art.48 (if such are drawn up), to notify the Claimant of the result of their claim within 14 working days.
  77. In case EE pays a compensation equal to the value of goods following a claim, EE shall become the owner of the goods subject of the claim. The Claimant undertakes to hand the goods over to EE before payment of any indemnity described in the bilateral Agreement.
  78. The deadline for indemnity payments by EE is three working days from the date of the signed bilateral Agreement between EE and the Claimant about the amount of the claim accepted by EE. EE shall send the Agreement to the Claimant together with the letter of notification of completion of the claim procedure.
  79. Section Х: Procedure for settlement of disputes

  80. Any disputes between Users and EE are to be settled on the basis of good partnership and cooperation through negotiations and additional agreements. In case of failure to reach agreement, each party can seek assistance from the Bulgarian Communications Regulation Commission, other authorities or take the matter to the competent Bulgarian court.


Manager: ПодписNikolay Sabev

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