Tuesday, 24 January 2017 , 13:16
Courier Services – General Terms

General Terms

of contract with users of non-universal postal services provided by «Econt Express» Ltd, in conformity with the issued certificate of registration for non-universal postal services No.0026-01/30.12.2010

Adopted by virtue of decision 676/23.10.2014 of the Communications Regulation Commission


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), 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 can be users of non-universal postal services provided by the Courier.

3. The users of non-universal postal services provided by the Courier can familiarize themselves with these General Terms and Conditions:

3.1. At every postal office of ЕЕ where the General Terms and Conditions are displayed at a visible and easily accessible place;

3.2. On EE’s website at URL address www.econt.com where they are published in electronic format.

3.3. When installing and using the software application “Smart Courier”, as well as on website www.smartcourier.bg.

4. The contracting parties under item 1 can also negotiate other conditions for providing non-universal postal services, and sign an individual contract as an integral part of these GT&C. If the parties agree on conditions for providing non-universal postal services which are different from the conditions set forth in these GT&C, the former take precedence even if the latter have not been erased.

5. By signing the documents which are completed at consignment handover, the users declare that they know and agree with the contents of these documents and that they accept these GT&C as well as their contents. The signature can be:

5.1. A handwritten signature on paper copy of the documents;

5.2. An electronic signature placed on the electronic form of the documents without the need to print out a hard copy;

5.3. A user name and password for the information system of ЕЕ «E-Econt» (E-Econt). «E-Econt» (E-Econt) is an information system which allows two-way online communication with Econt’s web-based work-management software. It provides the user with the facility to generate real-time reports on the sent/received consignments and cash on delivery to be collected, to make requests to Econt, to give instructions for shipments and sums of money, to receive invoices for courier services used, to prepare consignments and in exchange get a discount on the rate of the service. The documents entered into the system using an individual user name and password are electronic documents pursuant to the Electronic Document and Electronic Signature Act.

6. For international shipments, besides these GT&C, the provisions of acts of the Universal Postal Union are also applied, as ratified and promulgated in the established order.

7. For events and terms not covered by these GT&C, the Postal Services Act (PSA) and the legislation of the Republic of Bulgaria is applied.

Section II: Scope and characteristics of the services

8.1. The General Terms and Conditions are applied for the courier services within the scope of the non-universal postal service, provided by the Courier on the territory of the Republic of Bulgaria through a postal network which includes stationary post offices, mobile post offices, postal agencies and outdoor post offices, hereinafter referred to simply as post offices (PO), exchange sorting centres and nodes, transport vehicles and technical means.

8.2. ЕЕ also provides the courier services within the scope of the non-universal postal service through the use of the software application “Smart Courier”, according to the terms and conditions set forth in section VIII of these GT&C.

9. The courier services within the scope of the non-universal postal service are ordinary and additional according to their description in the Tariff for courier services of «Econt Express» Ltd (the Tariff), which is an integral part of these General Terms and Conditions.

Section III: Access conditions

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

11. The courier service contract consists of two parts – the bill of lading and these GT&C and is considered to be concluded with consignment handover to the Sender. The bill of lading is a document completed according to the form of the Courier and the Client requests, on paper or in an electronic form in the electronic system of the Courier. It has a unique number which must be placed on the consignment. Consignments are collected at the address of the sender or at the offices of EE throughout the country within EE’s working time, which is put in a visible place in the offices so that it is accessible to all users.

12. The contract for providing non-universal postal service is considered to be executed:

12.1. On delivering the shipment to the Recipient, certified by the signatures of the Recipient and Courier in the bill of lading;

12.2. On returning undelivered postal shipments to the Senders;

12.3. On destructing the postal shipment according to the provisions of item 34 of these GT&C;

Section IV: Service quality and efficiency requirements

13. EE guarantees protection of the confidentiality of user correspondence and postal security requirements, both during and after providing the postal service, as it:

13.1. Has no right to appropriate postal shipments;

13.2. Has no right to open postal shipments unless with the written consent of the sender or recipient, when there are sufficient grounds to believe that the shipment contains prohibited items or substances, as well as under instructions by the competent authorities of the Ministry of Interior in the established order;

13.3. Has no right to take the content of open postal shipments;

13.4. Has no right to transfer shipments to third parties in order to learn what their content is, unless there are sufficient grounds to believe that the shipment contains prohibited items or substances or under instructions by the competent authorities of the Ministry of Interior in the established order;

13.5. Has no right to provide reports and information about postal shipments and their contents, except to the sender and recipient or another authorized person, as well as under instructions by the competent authorities of the Ministry of Interior in the established order;

13.6. Has no right to provide information about postal traffic between individuals, except to the competent authorities of the Ministry of Interior in the established order;

13.7. Has no right to provide information about users' personal data to third parties, except to the competent authorities of the Ministry of Interior in the established order;

13.8. Takes all measures and actions for safeguarding and protection of postal shipments, 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: Prices and payment methods

14. EE 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.

15. All prices of postal services, provided by EE are included in the Tariff for postal services, with which the users can become familiar by:

15.1. Displaying them at a visible and easily accessible place at every PO of EE.

15.2. Publishing them on EE’s website at URL address www.econt.com.

16. Courier service prices are paid in cash or via bank transfer, as the payment shall be made within certain periods, upon agreement with the Courier.

17. The courier services can also be paid by the users with means of exchange officially adopted in EE’s system vouchers for prepaid services, bonus points and discount tokens. For each of the relevant means, the Courier specifically announces on its website www.econt.com the rules and methods for its use.

Section VI: Conditions for acceptance and delivery of courier shipments

18. Courier shipments are accepted and delivered by the Courier directly to the Senders and Recipients, under the bill of lading terms, at an address or in any post office (PO) of the Courier.

19. The working time of the PO includes all working days and is determined by EE. It is placed in a visible, easily accessible to all users location in the PO and on the EE website www.econt.com.

20. EE determines the mandatory requirements on the form, minimum and maximum dimensions, weight and method of packing and addressing of the courier shipments.

21. The packaging and closing of the shipments must comply with their size, weight and content, so that they ensure their protection against damages.

22. When sending a shipment, all data in the bill of lading is filled in, according to the Sender’s provisions. By signing it, the Sender:
- confirms the data entered;
- provides personal data and gives consent for their processing, needed to carry out the concluded contract for a courier service, under which the Sender is a party;
- takes full responsibility if they are inaccurate or untrue;
- confirms consent for shipment manipulation by the Courier (according to item 35.4 of these GT&C rewrapping additional packing, control measurements for determining its tariff weight and in case of established discrepancies – applying a new tariff)
- Declares knowledge of these GT&C and accepts them as part of the contract for courier services.

23. When sending a shipment, all data about the recipient are completed according to the Sender’s provisions, submitted in a physical or electronic form, as the courier does not engage himself with their authenticity verification. If at verification by a phone number, EE ascertains that the consignee has a registered address for courier activities in the EE system and he/she has consented to be used for shipment acceptance by him/her, EE can automatically add it in the bill of lading.

24. Delivery of courier shipments shall be executed at any EE post offices or at the recipient address against handwritten signature, electronic signature or confirmation in E-Econt according to item 5.

25. Courier shipments are delivered to the person indicated as a recipient, to his/her parent or legal guardian if the person is underage or expressly authorized by the recipient or his guardian.

26. Each courier shipment is delivered to the Recipient personally or in his absence to a person who is committed to the Courier in delivering it to him/her. This fact is noted in the consignment note.

27. The Courier is engaged in delivering each courier shipment within the time limits stated in the current Tariff, when the data specified by the Sender in the consignment note name, address and telephone of the Recipient is complete and correct.

Terms of delivery are:
- For settlements where there is an office of the Courier – one working day;
- For settlements where there is no office of the Courier – according to the service schedule or up to 3 days, if the settlement is not included in the schedule.

28. When EE must send a notice about the shipment delivery to recipient or sender, it can be done in the following ways:

28.1. By SMS to a mobile phone of the sender or recipient, stated by the sender when sending the shipment or specified as a way of correspondence between EE and the sender/recipient;

28.2. By e-mail, the address of which is indicated by the sender when sending the shipment or specified as way of correspondence between EE and the sender/recipient

28.3. By a phone call to the sender or recipient, as in this case the relevant telephone number is stated by the sender when sending the shipment or specified as a way of correspondence between EE and the sender/recipient, which is recorded in the EE PBX and may be listened to, if necessary;

28.4. By publishing information in the Information system of ЕЕ «E-Econt» to which the recipients/senders have been granted access through a unique user name and password.

29. Courier shipments "on demand" are delivered to the recipients at the EE PO of their receipt, on the next working day after shipment submission against ID.

30. A refusal by a recipient to receive a consignment is noted down by him on the transport agreement accompanying the consignment and is signed. If the recipient refuses, this must be registered by an official of the Courier, who records and signs the refusal.

31. The recipients of courier consignments can authorize in writing other persons to get them or by requesting it orally, which is recorded at the telephone exchange of EE and it may be listened to, if necessary. In this case, the consignment is delivered to the authorized person against an explicit power of attorney and presented ID.

32. The deadlines for the payment of “Cash on delivery” are identical with these of courier delivery and start from the day, following the cash registration in the Courier’s bill of lading as received by the courier.

33. Shipments, which cannot be delivered, because they were not requested within the time limits stated in the official notice; in cases when the recipients refuse to receive them or to pay the amount of the cash on delivery; have moved to an unknown address; are not known at the indicated address or have died; the stipulated address is not sufficient or does not exist, are returned to the sender at his expense. If the sender refuses to receive it within 7 days after his notification, the shipment becomes property of EE. ЕЕ is entitled, as an owner, to sell it at auction or destroy it.

34. The Courier shipment destruction under item 33 is done with a protocol by a committee consisting of three EE employees in the following way:

34.1. Documentary consignments are cut in pieces manually or by using special paper shredders;

34.2. Products in small packets and parcels, which may be sold, are sold at auction, and EE keeps the proceeds after deducting the expenses for the sale;

34.3. Articles not sold after the auction under item 33, shall be destroyed in a suitable way.

Section VII: Rights and obligations of the Courier, Senders and Recipients of courier services

35. ЕЕ has the following rights and obligations:

35.1. ЕЕ is obliged to provide postal services under equal user conditions;

35.2. ЕЕ is obliged to place in a visible, easily accessible for users location in every PO: - General Terms and Conditions of the contract with the users;
-  Tariffs for non-universal postal services;
-  Information about the places of access, where non-universal postal services are provided;
- Requirements for the shape, minimal and maximal dimensions, weight and way of packaging and addressing the shipments; - The PO working time;
-  Articles and substances forbidden for placing in postal shipments;
-  Deadlines for the acceptance and processing of claims, delivery and amount of compensations.

35.3. EE is entitled to organize and carry out at its discretion the acceptance, processing, transportation and delivery of shipments using routes, vehicles or subcontractors, considered optimal and appropriate.

35.4. The Courier is entitled to package additionally and/or repackage shipments, whose integrity is impaired in order to preserve their content, as well as to make control measurements of the shipments to establish the correct tariff weight of the shipment and when it is incorrectly declared by the Sender to determine a new tariff;

35.5. In case of doubt that there might be prohibited items or substances placed in the shipment, EE has the right to verify the shipment in the presence or with the written consent of the sender. At 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 consignment has already been accepted.

36. The users have the following rights and obligations:

36.1. The users have the right to receive information in an accessible way about GT&C, postal services Tariff, requirements for the form, minimum and maximum dimensions, weight, method of packing and addressing of the postal shipments, PO working time;

36.2. The users are entitled to make claims in case of damaged, lost, destroyed or stolen shipments, when the delivery time limits have not been observed and to receive the appropriate compensation;

36.3. The senders of courier shipments must:
- comply with the requirements for the form, weight, size and method of addressing;
- submit shipments with packing and closing in accordance with the volume, weight and content, so that they ensure their protection against damages, as all consequences from the failure to do so, shall be at their own expense, risk and responsibility;
- not put prohibited articles and substances in the courier shipments.

37. The Courier must provide the service paid for by the user with the quality parameters specified in these General Terms and Conditions.

38. The Courier must comply with the requirements for personal data protection, when performing the provided services.

39. The Courier undertakes to fulfil additional instructions from the Sender, before the shipment is delivered, if they are feasible and do not affect the organization of Courier’s work.

40. The Senders and Recipients of courier shipments have the following rights and obligations:

40.1. The Senders have the right to exercise control over the shipments until their delivery to the Recipient, as their legal owners and officers, and shall assume all Courier costs on implementation of the instructions;

40.2. The senders under item 40.1. provide a limited right to the recipients to give instructions for:
- a change of the courier office selected by the Sender which will execute the shipment delivery, choosing among the possible ones in the settlement to which the shipment is sent;
- a change of the address specified by the Sender, to which the shipment delivery shall be executed, within the settlement to which the shipment is sent;
- a change of the day of delivery stated by the Sender within the settlement to which the shipment is sent.

40.3. The Senders are required to wrap their shipments in a form suitable for transportation, as all consequences of failure to do so shall be at their own expense, risk and responsibility. When there is a specific request by the sender, the Courier provides against extra charge a cardboard box for packing the shipment with dimensions and price stated in the Tariff;

40.4. The Senders are responsible for damages, caused by the shipments sent by them, to the property / employees of the Courier or to other shipments / persons. The responsibility is commensurate with the amount of losses incurred by courier or compensations paid;

40.5. The Senders are obliged to pay the rate of the service for consignments sent at the expense of the Recipient, in case of refusal for payment on his/her part;

40.6. The Senders and recipients are entitled to get additional information about the features and parameters of the services offered by the courier, to submit applications and claims, as well as to get compensations in case of company damages caused by the courier under the conditions of Section IX of these GT&C.

Section VIII: Conditions for providing courier services through the mobile application “Smart Courier”

41. General provisions

41.1. This section of the General Terms and Conditions determine the rights, obligations and responsibilities of the parties under the contract for courier services provided through the software application “Smart Courier”.

41.2. “Smart Courier” is a software application through which the User uses the information system developed and administered by EE for providing courier services /the System, for short/. ЕЕ employees use the System through a separate software application “SmartCourierTeam”. “Smart Courier” and “SmartCourierTeam” will hereinafter be referred to as the Application. The Application can be used both in its own mobile version designed for mobile devices, and in its web-version accessible on the webpage www.smartcourier.bg. The users and EE employees log into the System through its Applications. After login, the User can negotiate individual terms with a registered EE representative, by requesting a service and accepting an offer, as well as paying the price of the postal service, perform verification on the implementation of the service /like shipment handover to the Courier and its receipt by the Courier, etc./, file claims, receive notifications regarding the service, etc.;

41.3. For all issues not settled by this section, the provisions of the other parts these General Terms and Conditions are applied.

42. The courier services under this section are provided only for shipments whose collecting address and delivery address are within the same settlement.

43. The contract for courier services provided via the Application is deemed concluded from the moment of shipment handover from the Sender to an EE representative, as the handover is certified in the order listed in item 66.

44. The contract for courier services provided via the Application is deemed completed:
- On handing the shipment over to the Recipient, certified in the order of item 69;
- On returning undelivered postal shipments to the Senders;
- On destructing the postal shipment according to the provisions of item 34 of these GT&C.

45.1. All electronic statements of the User in the Application are done by pressing an object, image, link, button, entering a code or by typing electronic messages, and the system reports are considered electronic documents displaying the electronic statement.

45.2. The Parties agree to accept in their relations the use of the profile in the Application as an electronic signature equal to a handwritten one, within the meaning of art.13 of the Electronic Document and Electronic Signature Act /EDESA/.

45.3. The User agrees to be addressee and receive electronic statements through the profile created in the Application, as well as to an email address given by him.

Registration and creating a profile in the Application

46. The User logs into the Application by completing a registration form entering the following compulsory data:

46.1. For individuals: full name, email, full address /settlement, street, housing estate, block of flats, number, entrance, floor, etc./, telephone number;

46.2. For business entities: company, unified company identification code, full name of the individual authorized to use the profile, email, full address /settlement, street, housing estate, block of flats, number, entrance, floor, etc./, telephone number;

46.3. In the cases under item 46.2, the natural person performing the registration is entered as a person authorized to manage the profile, by declaring at the same time that it has the right to represent the business entity before EE, and enter into contractual agreements for courier services on its behalf.

47.1. The User undertakes to provide true information when registering in the Application.

47.2. The User is liable to ЕЕ for damages incurred due to incorrect data provided.

48. The User enters a personally generated password, which grants him/her access to his/her profile.

49. Upon completion of the registration, the Application creates a unique profile of the User.

50.1. The User or the authorized person use the profile after entering an email address and password, which verify their identity.v

50.2. The User or the authorized person use the profile only in person and are fully responsible for keeping their password secret.

50.3. The use of the profile binds the User unequivocally with the effect of all related actions.

51.1. By registering in the Application, the User declares knowledge of and agreement with these GT&C.

51.2. By registering, the User gives his/her consent for processing of the personal data provided by him, which are necessary for completion of the courier service agreement to which he/she is a party.

52.1. The User, in his/her capacity as a Sender, requests courier service through the Application, by entering at least the following information: shipment contents /documents, clothes, technical equipment, etc./, information about the recipient /full name, telephone number, email, and for business entities also company name and UIC/, full address of collection and delivery address /settlement, street, housing estate, block of flats, number, entrance, floor, etc./;

52.2. The User can also add the following optional information: authorized person submitting the shipment /full name, telephone number, email/, sample time period for shipment collection and delivery, example service rate within the Tariff of EE, the use of extra services according to the list in the Application and add additional notes and comments.

52.3. ЕЕ cannot be held liable for data wrongly entered in the request.

53.1. The Sender submits the request by pressing the respective button in the Application.

53.2. The Sender can withdraw the request at any time before shipment handover to an EE representative.

53.3. A request submitted through the Application is automatically entered into the System, and EE employees have access to it after its entry.

54.1. The Sender receives offers in his/her profile sent by EE employees registered into the System who wish to perform the request and the Sender has the option to get familiar with the profiles of those who have made offers, by checking their photos, rating and other information.

54.2. The offers include individual price and period for shipment collection and delivery. The period includes a starting and end date and time during which period the employee undertakes to collect and deliver the shipment and the User to submit or receive the shipment. The employee also indicates a deadline of offer validity.

54.3.  ЕЕ and its representatives are under no obligation to make an offer for the submitted request.

55.1. The Sender selects and accepts a particular offer by pressing the respective button in the Application.

55.2. By pressing the button, the Sender:

1. accepts the conditions of the offer regarding price and time period for collecting and delivery, by accepting that they become part of contract for courier services;
2. confirms the validity of the data entered in the request and accept that they become part of the contract for courier services;
3. accepts full responsibility if the data entered in the request are incorrect or incomplete;

56.1. The request is not completed in case of lack of offers or if the Sender does not choose an offer.

56.2. In case it is not completed within 24 hours since its entry, the request is considered withdrawn and is deactivated from the Application.

57. The Parties can renegotiate part of the conditions of an offer which has already been accepted by expressing agreement through message exchange in the Application.

Price and method of payment

58.1. The price of the courier services offered through the use of the Application is determined after individual negotiation between the User and the representative of EE.

58.2. The price of additional courier services is determined according to the Tariff for courier services of «Econt Express» Ltd and cannot be negotiated individually by using the Application.

59. The price of the courier services is paid in one of the following ways:

59.1. via bank transfer using a debit or credit bank card;

59.2. via a SmartCourier account. The Account is a sum of money submitted by the User to ЕЕ which ЕЕ undertakes to safeguard and not use without the consent of the User, except in cases listed in these GT&C. When accepting an offer and by pressing the respective button, the User manages the use of that sum of money by instructing EE to take action related to payment of the courier service on his/her behalf;v 59.3. in a different way specified in an individual contract concluded between the Parties;

60.1. The Sender pays the price of the courier services within 10 minutes of accepting the offer, except in the cases under item 59.3.

60.2. In case the Sender does not make the payment within the time period listed in item

60.1., the request is considered withdrawn and is deactivated by the System.

61.1. When entering the request, the Sender can indicate that the courier service is at the expense of the Recipient.

61.2. In such a case ЕЕ informs the Recipient about the request made and about the sum of money owed at a specified email of the Sender or through the Application, if the Recipient is a registered user. The Recipient pays the price in any of the ways listed in item 59.

61.3. The Recipient pays the price of the courier services before receiving the shipment, except in the case listed in item 59.3.

61.4. In case of refusal on the part of the Recipient to pay, the price is owed by the Sender, who must pay it immediately after being informed about the event by ЕЕ. ЕЕ retains the right to deduct the value of the price from the available sum of money in the Sender’s SmartCourier account.

61.5. ЕЕ has the right to keep the shipment until payment of the price owed.

Conditions for accepting and delivering of courier shipments

62. The courier shipments are collected and submitted by ЕЕ to the Senders and Recipients according to the conditions of the request and the offer.

63. The courier services provided through the Application are carried out 24/7 throughout the whole year. 64.1. The deadline for shipment acceptance and handover is directly negotiated between the Sender and the representative of ЕЕ and is specified in the accepted offer.

64.2. The agreed time for shipment submittal by the Sender to the representative cannot be longer than 24 hours after the acceptance of the offer.

64.3. The agreed time for shipment submittal by the representative to the Recipient cannot be longer than 24 hours after its receipt by the Sender.

64.4. In case the Sender and the EE representative have not agreed on a deadline, the handover must be done within the time limits listed in items 2 and 3.

65. The shipment handover from the Sender to the EE representative is done to the address specified in the request, after payment of the price of the courier service, except in the cases under item 59.3 and 61.1.

66. The Parties verify the shipment handover from the Sender to the EE representative, in one of the following ways:

66.1. by simultaneous pressing of the respective buttons in the Applications of the Sender or of the person authorized under item 52.2 and of the EE representative;

66.2. by entering a special code in the System by the EE representative. The code is generated by the System and is sent to the profile or to the email of the Sender and the person authorized under item 52.2. The code is known only by the abovementioned persons who are responsible for its safekeeping. When submitting the shipment, the Sender or the authorized person give the EE representative the code and the latter enters it through the Application used by him/her. The Parties agree that by entering the code by the EE representative in the Application, the shipment handover is confirmed.

67. When the shipment has a “Declared value”, the representative checks it and in case of defects or damages refuses to receive the consignment. /until the Sender does not enter it in the request – the part in the brackets can stay in the GT&C, if such option is added/.

68.1. The EE representative delivers the shipment to the address listed by the Sender in the request.

68.2. The shipment is handed over in person to the Recipient or an authorized person by granting the code under item 69.2.

69. The Parties acknowledge the shipment handover from the EE representative to the Recipient, in one of the following ways:

69.1. by simultaneous pressing of the respective buttons in the Applications for the EE representative and the Recipient /if the Recipient has a registered profile in the System/;

69.2. by entering a special code in the System by the EE representative. The code is generated by the System and is sent to the profile of the Recipient. In case the Recipient has no registered profile, the System generates and sents a code to the email given by the Sender. The code is only known to the Recipient, who is responsible for its safekeeping. At shipment handover, the Recipient gives the code to the EE representative, and the latter enters it by using the respective Application. The Parties agree that by entering the code by the EE representative in the Application, the shipment handover is confirmed. A person in possession of the code is considered by the Parties as a person authorized to receive the shipment on behalf of the Recipient. By using the code, the Recipient declares knowledge of these GT&C.

70.1. In case the Sender has requested the optional service “Cash on Delivery”, the EE representative delivers the shipment to the Recipient after payment of the cash on delivery amount.

70.2. The payment is done to a bank account of ЕЕ, by using a debit or credit bank card.

71. Refusal of the Recipient to receive a shipment is indicated by the EE representative by pressing the respective button in the Application.

72. The Sender and the Recipient cannot manage the shipment by unilaterally changing the agreed time ranges for collection and delivery. A change in the terms is possible only after direct negotiation with the EE representative within the meaning of item 57.

73. Shipments which cannot be delivered because during the specified period for visit at the delivery address the Recipient or another authorized person was absent, they are returned to the Sender, who pays the price of the service in both direction. For other cases of impossible delivery, the provisions of item 33 are applied.

74.1. The claim and compensation procedure regarding the use of courier service through the Application is applied and done pursuant to Section XI of these General Terms and Conditions, and the Parties do not complete certifying protocols. The person entitled to a claim initiates the procedure by filling the special claim form in the Application.

74.2. After completing the form, ЕЕ sends an email to the person to confirm the submission of the claim.

75. A claim for missing or damaged part of the contents or delayed execution of the courier service shall be certified with an entry in the special form in the Application, done in front of the representative at the moment of receiving the shipment.

76.1. The “Declared value” of the shipment within the meaning of item 88.2. is considered the value specified in the Sender’s request.

76.2. In case of claim event connected with shipments with “Declared value” whose data entered by the Sender in the Application turn out to be incorrect, ЕЕ retains the right to withhold payment of the full amount of the declared value of the shipment.

76.3. The lack of selection in the “Declared value” box in the request is considered express refusal on the part of the Sender to use the service, including cases when its activation is required according to EE procedures.

Section IX: Special cargo transportation

77.  Special cargo is:
- any cargo which may impair the appearance and/or the integrity of the remaining shipments and/or endanger the safety of persons engaged in transporting, loading and unloading;
- any cargo which requires special packaging in order to be brought to a state suitable for safe transportation by the Courier;
- any cargo which is processed in the Courier system under special instructions on the way of transportation (direction, do not bend, do not turn).

77.1. Specific loads are:
- all chemical substances for laboratory purposes;
- vaccines and ready pharmaceutical forms and substances for humanitarian and veterinary medicine;
- paints, varnishes, glues, oils and other colouring matter put up in cans, vats, tubes and boxes;
- perfumery;
- engines, gearboxes, tanks, cisterns for cooling liquid and radiators, petrol/diesel fuel delivery pumps, differentials, (hydraulic) rods, (hydraulic) cylinders, motorcycles/scooters and their parts and other machine elements, second-hand car parts and reduction gear, containing: oils, anti-freeze and other liquids; loaded with electrolyte accumulators.

77.2. A specific load is accepted from the sender for transportation only in appearance and package, which ensures that it will not impair or stain the appearance and integrity of the package and content of other shipments and does not endanger the safety of persons engaged in transporting, loading and unloading.

77.3. In cases when item 77.2 is not fulfilled, the Courier accepts the consignment and provides additional packaging against extra charge to the Sender / Recipient. This assumes responsibility for its transportation and ensures that it will not damage other shipments and it will be safely transported.

Section Х: Items and substances forbidden for transportation

78.  The following items and substances cannot be placed in postal shipments:

78.1. Drugs, narcotics, psychotropic, strongly affecting and poisonous substances;

78.2. Weapons, explosives, inflammable or other dangerous substances or objects;

78.3. Items of indecent nature or ones which violate moral norms;

78.4. Articles and substances, which by their nature or packing endanger the life or health of courier employees or others, or may contaminate or damage other shipments and postal facilities;v 78.5. Religious materials of sects and organizations prohibited or unregistered in the country;

78.6. Mobile cultural monuments without an issued licence or certificate;

78.7. In the courier shipments, except for shipments with declared value, the users cannot put coins, banknotes, currency, travel checks, items of value for the sender, platinum, gold, silver, processed or unprocessed precious stones and other valuables.

Section ХI: Procedures for claims and benefits

79. Claim against the courier shall be made in connection with incomplete, incorrect or delayed execution of the contract for courier service or the contract for direct delivery under delivery list of messages within 6 months from the date of consignment acceptance. In cases where improper performance of service is found in front of the Courier and in his presence, the Courier prepares a protocol used as part of the complaint proceedings. The Courier must initiate the complaint proceedings even if there is no certifying protocol.

79.1. The Sender of the shipment, and after its delivery – the Recipient.

79.2. Pending receipt of the shipment, the Recipient has the right of claim and/or compensation only when there is written consent of the Sender;

79.3. After shipment delivery, the sender has the right of claim and/or compensation only when there is written agreement of the Recipient.

80. The Courier is not responsible at delivery of Messages to the recipient’s mailbox.

81. In case the Sender of the shipment or message has indicated incomplete/incorrect address or telephone number for contact with the Recipient, the Courier is not bound to the previously announced delivery time limits of the consignment.

82. The Courier is responsible for direct damage to the shipment, but not for consequential damages (lost profits).

83. The Courier shall not be held liable for any delay or failure to fulfil its obligations, if such fulfilment is prevented or delayed by reasons, caused by force majeure, strikes, riots, war, which are established by the relevant competent authorities.

84. A claim is properly filed, only if the provisions of item 46 of these General Terms and Conditions are met, all amounts owed to the Courier are paid without delay or deduction and the necessary documents are presented, as specified by the Courier: (1) certifying protocol, bilaterally signed by the courier and the Client, in the cases when such a protocol has been prepared /only inadequate performance of the service is established in front of the Courier and in his presence/, (2) a letter of complaint /in cases when one has been prepared/, (3) a claim form filled in the Application.

85. A claim for missing or damaged part of the contents or delayed execution of the contract for direct delivery under delivery list of Messages shall be certified with an entry in the delivery list by the Recipient and certifying protocol, at shipment receipt. The Courier must provide an opportunity for verification of the status and contents of the shipment by the Recipient.

86. A claim for missing or damaged part of the contents of a courier shipment or delayed execution of the courier service shall be certified by an entry in the bill of lading and certifying protocol at shipment receipt. The Courier must provide the Recipient with an opportunity to examine the status and contents of the shipment.

87. Compensation of claims regarding delayed execution of the courier service, missing or damaged part of the contents of a courier shipment without declared value shall be determined by the Courier and it is equal to the actual value of the caused damage, but not more than ten times the courier service value.

88.1. The compensation of claims regarding missing or damaged part of the contents of a courier shipment with declared value shall be determined by the Courier and it is equal to the actual value of the caused damage, but no more than the declared value.

88.2. Declared value of shipment is considered the value specified in the bill of lading signed by the Courier and the Sender of the shipment. During evaluation, the following principle shall be applied – commodity value is the value at which it could be restored.

88.3. Any fragile shipments as well as those listed in item 78.7. of these GT&C shall be accepted for carriage following compulsory entry of Declared value;

88.4. In case of refusal on the part of the Sender to use the Declared Value facility for shipments for which such service is required according to the Courier’s procedures, the shipment is accepted without declared value, but only at explicitly expressed wish of the Sender, confirmed in writing in the bill of lading and certified by his/her signature;

88.5. 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 values, the lowest shall be accepted.

89. The compensation of claims related to loss, destruction or stolen courier shipment with no Declared value shall be determined by the Courier and it amounts to ten times the courier service value.

90. The compensation of claims related to loss, destruction or stolen courier shipment with Declared value shall be determined by the Courier and the financial compensation shall be paid up to the Declared value amount or, at Courier’s discretion, a similar product shall be delivered.

91. The compensation of claim related to default in meeting the deadline for paying off Cash on Delivery is up to the value of the Cash on Delivery service, as set in the Courier Tariff

92. The Courier undertakes, upon submission of the required documents, as described in item 48 /if such are prepared/, to notify the claimant of the result of his claim within 14 working days.

93. At the occurrence of a claim event related to shipments with Declared value, for which it is found that the data stated by the Sender and entered in the Courier Waybill is incorrect, «Econt Express Ltd» reserves the right to withhold payment of the full amount of the shipment’s Declared value.

94. In case the Courier pays a compensation equal to the value of commodity following a claim of the Client, the Courier shall become the owner of the commodity subject of the claim. The Client undertakes to hand it over to the Courier before any compensation payment is made as described in the bilateral Agreement.

95. The period for compensation payment by the Courier is three working days from the date of the signed bilateral Agreement between the Courier and the Client about the amount of the claim accepted by the Courier. The Agreement shall be sent to the Client by the Courier together with the letter of notification of the completion the claim procedure.

Section XII: Procedure for settlement of disputes

96. Any disputes between the users and the Courier 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

  • Fuel surcharge and road conditions for Bulgaria, Romania and Greece
    Month January
    Fee 0%
    Fuel surcharge fee is announced by Econt on the 1st day of the month, depending on the road conditions, infrastructure and fuel prices in Bulgaria
  • Download your iEcont here
    You can download iEcont application for your iPhone, iPod Touch or iPad here - from iTunes, or directly from App Store.

    Users of Android operating systems can download the application by scanning the QR code, or by visiting Android Market.
  • Deliveries of Econt on 1-st of May

    In connection with the national holiday on May 1, we informed that 30.04 (Monday) and 1.05 (Tuesday) will be non-working days for Econt.

    All consignments accepted on 27.04 (Friday) will be delivered according to the customer’s request – on Saturday, 28.04 when using additional service Priority, or on the first working day after the holidays – 02:05 (Wednesday). This request should be included in the transport contract for forwarding the shipment.

    Received on 28.04 (Saturday) shipments will be delivered on 02:05 (Wednesday)

    More information can be found here

    To order a courier dial “Courier” on your phone!















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