GENERAL TERMS & CONDITIONS OF MOVATO CY LTD
1. APPLICATION
1.1. These General Terms and Conditions (hereinafter the “Terms”) govern the provision of postal, courier, forwarding, procurement, logistics, storage, transportation and related services (the “Services”) rendered by MOVATO CY LTD, a private limited liability company incorporated under the laws of the Republic of Cyprus, with Registration Number HE 482329 and registered office at:
Georgiou Neofytou 23, Mesa Geitonia, 4006, Limassol, Cyprus
(hereinafter referred to as the “Company”).
1.2. These Terms constitute a legally binding agreement between the Company and any User who accesses the Website, mobile application, creates an account, submits an Order, or otherwise uses the Services. These Terms are established pursuant to:
• Cyprus Contract Law (Cap.149);
• Cyprus Electronic Commerce Law 156(I)/2004;
• Cyprus Consumer Protection Law 112(I)/2021;
• Directive 2011/83/EU on Consumer Rights;
• EU Customs Code (Regulation (EU) No 952/2013);
• Regulation (EU) 2016/679 (GDPR);
• Regulation (EU)2018/644 on cross border parcel delivery services
• Cyprus Data Protection Law 125(I)/2018
• Cyprus law 31(I)2018 on the Provision and Use of Payment Services and Access to Payment Systems
1.3. By creating an account, using the Website, using the Services, or submitting any Order, the User confirms that they have read, understood, and accepted these Terms without reservation.
1.4. The Company may at any time amend these Terms. The most recent version published on the Website supersedes all previous versions. Continued use of the Services constitutes acceptance of the updated Terms.
1.5. Any aspect of the relationship between the Company and the User that is not explicitly regulated in these Terms shall be governed by the laws of the Republic of Cyprus and, where applicable, by European Union legislation.
1.6. The Company reserves the right to unilaterally change tariffs, procedures, operational rules, service descriptions, warehouse handling rules, and other internal policies. Amendments will be published on the Website and shall take effect upon publication.
1.7. These Terms constitute the entire agreement between the Company and the User. Any prior written or verbal arrangements are superseded by this document.
2. DEFINITIONS
For the purposes of these Terms, the following definitions shall apply:
2.1. Company / MOVATO CY LTD / We – MOVATO CY LTD, Registration No. HE 482329.
2.2. User / Client / You – any natural or legal person who accesses, registers, or uses any of the Company’s Services.
2.3. Website – the online platforms, website(s), mobile application(s), interfaces, and systems managed by the Company.
2.4. Order – any instruction submitted by the User requesting the Company to perform Services.
2.5. Parcel – any postal, courier, freight, package, shipment, or cargo delivered to or handled by the Company or its partner warehouses.
2.6. Enclosure – all items contained within a Parcel.
2.7. MOVATO Account Number / Account – the individual user profile and identification number assigned to a User, used for processing services, storing data, and identifying Parcels.
2.8. Address 1 – the physical address of the Company’s or partner’s warehouse used for receiving Parcels.
2.9. Address 2 – the individual identifier required for matching specific Parcels to a User.
2.10. Tracking Number – the identification code assigned to a shipment by postal or courier operators.
2.11. Actual Weight – the physical weight of the Parcel measured in kilograms.
2.12. Volumetric Weight – calculated as:
(length × width × height) / 5000 (in cm/kg), in accordance with EU aviation and postal standards.
2.13. Oversized Parcel – a Parcel in which the sum of all dimensions exceeds 150 cm or the volumetric weight exceeds the actual weight by a factor of two or more.
2.14. Prohibited Items – any items forbidden by EU customs law, Cyprus postal and courier regulations, air safety rules, or Company policies, including but not limited to: hazardous materials, narcotics, weapons, counterfeit goods, biological materials, perishable food, currency, precious metals or stones, and any item restricted for import into the EU.
2.15. Services – all logistics, transportation, consolidation, procurement (“Buy For Me”), customs assistance, handling, storage, and administrative operations performed by the Company.
2.16. Warehouse – any facility operated by the Company or its authorized partners where Parcels are received, scanned, stored, consolidated, or dispatched.
2.17. Delivery – the physical transfer of a Parcel to the User, User’s representative, or designated pickup method.
2.18. Carrier – any third-party postal, courier, logistics, or transportation operator engaged by the Company or by the User.
2.19. Business Day – any day other than Saturday, Sunday, or official public holidays in Cyprus.
3. REPRESENTATIONS AND WARRANTIES OF THE PARTIES
3.1. By accepting these Terms, the User confirms that they have legal capacity under the laws of their country of residence and under Cyprus law to enter into a binding agreement and to use the Services.
3.2. If the User is a minor in their jurisdiction, they may use the Services only with the documented consent of a parent or legal guardian. The Company may request evidence of such authorization at any time.
3.3. If the User acts on behalf of a legal entity, they confirm that they are duly authorized to represent that legal entity, enter into these Terms, and use the Services on its behalf. The User warrants that the legal entity complies with the laws of the jurisdiction of its incorporation and with the laws of the Republic of Cyprus when using the Services.
3.4. By accepting these Terms, the User confirms responsibility for any consequences arising from inaccurate, false, incomplete, misleading, or outdated information provided to the Company.
3.5. The User warrants that:
3.5.1. They shall comply with all applicable EU, Cyprus, and international laws regarding customs, postal regulations, import/export restrictions, aviation safety, and intellectual property;
3.5.2. They shall not use the Services for unlawful, fraudulent, or harmful activities;
3.5.3. They shall ensure that all Parcels comply with EU transport and customs rules.
3.6. Customer Warranty on Data Accuracy
3.6.1. The User expressly warrants and undertakes that all personal data, contact details, addresses, identification information, declared values, descriptions of goods, and any other information submitted to the Company in connection with the Services is, and shall remain at all times, accurate, complete, up to date, and not misleading.
3.6.2. The User acknowledges that the Company relies on the information provided by the User for the purposes of (i) customs clearance and the imposition of applicable duties and taxes, (ii) onward transmission to the Company's cooperating customs agent and to the competent customs authorities of the Republic of Cyprus, and (iii) the lawful provision of the Services.
3.6.3. The User shall promptly notify the Company of any change to, or inaccuracy in, previously submitted data and shall use the rectification procedure published by the Company for that purpose. The Company maintains an audit trail of all data entries and amendments performed by the User for the purposes of accountability under Article 5(2) GDPR.
3.6.4. The User unconditionally accepts that the Company shall not be liable for any direct or indirect loss, customs fine, delay, seizure, return, destruction of goods, or third-party claim arising from inaccurate, incomplete, false, or misleading information provided by the User. All such consequences, costs, duties, fines, and damages shall be borne exclusively by the User and the User shall indemnify the Company in full upon first demand.
3.6.5. The Company reserves the right, but is not obliged, to perform enhanced verification (including but not limited to requesting identification documents, proof of address, or additional supporting evidence) in respect of high-value shipments, repeated discrepancies, or where there are reasonable indications of fraud, duty evasion, or unlawful activity. The User undertakes to cooperate fully with any such verification.
3.6.6. The User confirms that the Company is not required, under Regulation (EU) 2016/679, to carry out a full identity investigation of every User and that the obligation of the Company under Article 5(1)(d) GDPR is limited to taking reasonable and proportionate technical and organisational measures to ensure data accuracy, which the User accepts as sufficient.
4. PERSONAL ACCOUNT ACTIVATION
4.1. To access the Services, each User must create a personal account through the Website or mobile application. A User may have only one personal account containing unique personal or corporate information.
4.2. The User must provide accurate, complete, and up-to-date information during registration. This may include, but is not limited to the below Personal Information:
• full name,
• address,
• phone number,
• email address,
• identity document,
• utility bill
• for legal entities: certificate of incorporation, HE registration number, VAT number, authorized representative details.
By submitting any information through the Website, mobile application, account profile, or any electronic form provided by the Company, the User electronically warrants the accuracy of that information within the meaning of clause 3.6 above. The Company maintains an audit trail of all data entries and amendments performed by the User for the purposes of accountability under Article 5(2) GDPR.
4.3. As part of identity verification and compliance with EU and Cyprus anti-money laundering and counter-terrorism financing laws (including the Prevention and Suppression of Money Laundering and Terrorist Financing Law 188(I)/2007), the Company may request additional documents, including but not limited to:
• proof of address,
• proof of source of funds,
• corporate ownership structure,
• beneficial ownership declarations,
• KYC/AML questionnaires.
4.4. If any discrepancies or inconsistencies are detected in the information provided, the Company may:
4.4.1. suspend the activation of the User’s account;
4.4.2. request additional documents;
4.4.3. restrict or terminate access to the Services.
4.5. Upon successful verification, the User’s account becomes active, granting full access to the Services.
4.6. The User is solely responsible for maintaining the confidentiality of their login credentials, including username, password, and authentication methods. Any action performed using the User’s account shall be deemed to be performed by the User.
4.7. The User must immediately notify the Company if:
• their account credentials are compromised,
• unauthorized access is suspected,
• their Personal Information changes.
4.8. The Company reserves the right to suspend, restrict, or terminate an account if suspicious, fraudulent, or unlawful activity is detected or suspected, or if the User violates these Terms or applicable laws.
4.9. The Company shall not be liable for any loss or damage arising from unauthorized use of a User’s account due to the User’s failure to safeguard their credentials.
5. SERVICES PROVIDED AND PROCEDURE FOR THEIR DELIVERY
5.1. The Company provides the following Services, including but not limited to:
5.1.1. Purchasing goods from online stores on behalf of and at the expense of the User, under an agency relationship governed by Cyprus Contract Law and applicable EU regulations.
5.1.2. Organizing the transportation and forwarding of Parcels purchased through the “Buy for Me” service.
5.1.2.1. Disclaimer for “Buy For Me” Service
When providing the “Buy for Me” service, the Company acts strictly as the User’s purchasing agent.
The Company does not assume and expressly disclaims any responsibility for:
• the quality, authenticity, legality, origin, completeness, conformity, or characteristics of the goods;
• defects, malfunctions, missing parts, or discrepancies (including size, model, color, quantity);
• counterfeit items or intellectual property violations;
• seller fraud or misrepresentation;
• warranty or return disputes.
All risks related to the purchased goods rest solely with the User.
5.1.3. Organizing the transportation of Parcels independently purchased by the User and delivered to the Company’s designated warehouse addresses.
5.1.4. Consolidation, verification, repackaging, labeling, storage, sorting, and dispatch of Parcels.
5.1.5. Customs support and coordination, without acting as the legal importer unless expressly permitted under EU law.
5.1.6. Any other logistical, administrative, or support services published on the Company’s Website.
GENERAL SERVICE REQUIREMENTS
5.2. When using the “Buy for Me” service, the User must maintain sufficient funds in their balance to cover the full cost of items and applicable service fees.
5.3. When placing an Order through any service, the User must ensure they have adequate funds to cover the Service fees, delivery charges, customs duties (if any), and any other applicable expenses.
PROHIBITED ITEMS (EU REGULATIONS)
5.4. The Company does not accept for shipment any goods prohibited under Cyprus law, EU customs law, international aviation rules (ICAO/IATA), or internal Company policies. These include, but are not limited to:
5.4.1. Cash, banknotes, negotiable instruments, and monetary assets.
5.4.2. Live animals, plants, seeds, soil, or biological materials.
5.4.3. Human or animal remains, biological samples, or medical waste.
5.4.4. Firearms, ammunition, weapon components, explosives, or any device classified as a weapon under EU law.
5.4.5. Fireworks, pyrotechnics, cartridges, and explosive devices.
5.4.6. Narcotics, controlled substances, chemical precursors, and psychotropic materials.
5.4.7. Radioactive, flammable, toxic, corrosive, pressurized, or hazardous substances.
5.4.8. Perishable food, restricted food products, and items requiring refrigeration.
5.4.9. Items emitting strong odors or capable of contaminating other shipments.
5.4.10. Precious metals and stones (gold, silver, platinum, diamonds).
5.4.11. Shares, bonds, and other securities.
5.4.12. Pornographic materials prohibited under EU law, extremist materials, or items affecting public morality or safety.
5.4.13. Any products requiring special permits under EU or Member State law (e.g., pharmaceuticals, cosmetics requiring EU compliance).
5.4.14. Items whose packaging or properties may endanger postal staff or other Parcels.
5.4.15. Biological or medical preparations, vaccines, or clinical samples.
PACKAGING AND ACCEPTANCE REQUIREMENTS
5.5. The Company may refuse to accept any Parcel that has inadequate, unsafe, or improper packaging.
5.6. The User bears full responsibility for the costs and consequences of returning, storing, or destroying Parcels that violate packaging rules or EU import regulations.
5.7. Parcels must be properly packaged to withstand handling during international transport, consolidation, and sorting procedures.
5.8. The User acknowledges responsibility for ensuring that:
• the Parcel is properly packaged;
• the packaging prevents unauthorized access or accidental opening;
• no damage to other Parcels or Company equipment can occur.
5.9. The Company is not liable for damage resulting from inadequate packaging.
RIGHT TO INSPECT AND PROCESS PARCELS
5.10. To comply with EU aviation and customs regulations, the Company reserves the right to inspect Parcels for compliance with safety and legal requirements.
5.11. Regardless of inspection, the User is always responsible for any illegal, prohibited, or misdeclared contents.
5.12. The Company may open, repackage, consolidate, and otherwise handle Parcels as required for safe and compliant transport. Repackaging may alter shipping costs.
ADDRESSING AND DELIVERY LABELS
5.13. Each Parcel must include sender and recipient information either on the Parcel or in an accompanying document.
5.14. International shipments must use Latin letters and Arabic numerals, in compliance with postal standards.
5.15. Courier delivery cannot be made to P.O. boxes or “on demand” pickup points unless supported by available carriers.
PARCEL INSPECTION AT RECEIPT
5.16. When receiving a Parcel at a pickup point or through a courier, the User must inspect the Parcel in the presence of a Company representative. Claims made after removal from the location may be rejected.
DELIVERY METHOD SELECTION
5.17. The Company reserves the right to modify the delivery method at its discretion based on Parcel characteristics, destination, and operational constraints.
5.18. The Company may refuse transportation of any Parcel that poses risk, obstructs other shipments, or violates EU law or airline safety rules.
DELIVERY TIMEFRAMES
5.19. Delivery dates provided by the Company are estimates. Actual delivery periods may vary due to customs clearance, carrier delays, peak seasons, force majeure, or operational factors.
5.20. During periods of high demand (holidays, sales, emergencies), some Services may be limited and delivery times extended. By using the Services during such periods, the User accepts these delays.
LIABILITY FOR PARCELS BEFORE AND AFTER REGISTRATION
5.21. The Company’s responsibility for a Parcel begins only when the Parcel is physically delivered to, and successfully scanned into, the Company’s or its partner’s warehouse.
Until scanning occurs, all risks remain with the delivering carrier selected by the User or the seller.
5.22. Parcels will be stored at the Company’s warehouse free of charge for 60 calendar days.
Beginning on day 61, a daily storage fee applies.
5.23. If a Parcel remains unclaimed for four (4) months, or if the User explicitly refuses to receive it, the Parcel may be destroyed without compensation.
5.23.1. Contractual Lien
The Company retains a contractual lien over all Parcels in its possession until all outstanding balances, fees, penalties, and charges are paid in full by the User.
Parcels may not be released until full settlement is made.
5.23.2. Disposal or Sale of Abandoned Parcels
After the expiration of four (4) months of storage, the Company may, at its discretion, dispose of, liquidate, auction, or sell the Parcel to recover outstanding fees and operational costs.
Any remaining value, if applicable, shall be forfeited by the User without further notice.
CUSTOMS DECLARATION AND IMPORT REQUIREMENTS (EU LAW)
5.24. Service prices exclude customs clearance fees, import VAT, duties, environmental taxes, regulatory fees, and any other charges imposed by EU or Member State authorities.
5.25. To comply with EU customs legislation, the User must declare the correct value of the Parcel in their account within 48 hours of receiving the arrival notification.
Failure to do so may result in:
• delays,
• fines,
• customs reassessment,
• additional documentation requests,
• rejection of compensation claims.
5.26. The User acknowledges that importation into the EU is governed by the EU Customs Code, which may impose restrictions based on value, category, frequency, or nature of goods.
If goods exceed personal import limits or appear commercial in nature, customs may classify the User as an Importer of Record, requiring additional obligations and taxes.
5.27. By placing an Order, the User authorizes the Company to coordinate customs clearance through a licensed customs representative.
The Company may act as a nominal consignee solely for the purpose of appointing a customs representative, but never as the legal importer of the goods unless explicitly agreed in writing.
5.28. If customs authorities require additional documentation, invoices, proof of payment, safety certificates, or conformity documents (CE, declarations of conformity), the User must provide them at their own expense.
5.29. Any customs duties, import VAT, clearance fees, fines, storage charges, or additional expenses incurred due to incorrect declarations or incomplete documentation must be paid by the User.
5.29.1. User’s Exclusive Responsibility for Customs Compliance
The User bears exclusive responsibility for the accuracy and completeness of all customs declarations and submitted documentation.
Any fines, penalties, inspection fees, storage costs, re-export expenses, or other financial losses arising from incorrect, incomplete, undervalued, or misleading declarations shall be borne solely by the User.
The Company shall not be liable for any customs delays, seizures, confiscations, or destruction of Parcels resulting from User’s non-compliance.
IDENTIFICATION REQUIREMENTS FOR INCOMING PARCELS
5.30. When purchasing goods, the User must provide the seller with Address 2 and enter the tracking number in their account within 1 business day.
5.31. If a Parcel arrives without proper identification, the Company may select the delivery method at its discretion.
If the User is later identified, they must pay the corresponding delivery fee.
5.32. The User accepts all risks associated with missing, incorrect, or incomplete identification data and waives claims against the Company in such cases.
6. PROCEDURE FOR ACCEPTING PARCELS
6.1. The User acknowledges that Parcels shipped to the Company’s foreign or domestic warehouses are first handled by third-party transportation companies that are not affiliated with the Company.
The Company bears no responsibility for:
• delays,
• loss,
• damage, or
• misdelivery
occurring before the Parcel is physically delivered to and scanned by the Company or its authorized partner.
6.2. A Parcel is considered accepted and registered only after:
6.2.1. It physically arrives at the Company’s or partner’s warehouse;
6.2.2. It undergoes the scanning procedure;
6.2.3. It appears in the User’s online account.
This moment marks the beginning of the Company’s responsibility under Cyprus and EU law.
6.3. The weight of the Parcel recorded at the time of registration in the Company’s system is final.
Insurance, compensation, customs valuation, and service pricing may all depend on this recorded weight.
6.4. The User is responsible for ensuring that the Parcel being shipped to the warehouse is properly labeled, packaged, and identifiable.
If poor packaging or missing identification prevents the Parcel from being scanned, the Company is not liable for delays or additional costs.
6.5. The User accepts that both actual weight and measured dimensions may vary by up to 100 grams or small dimensional deviations due to:
• repackaging,
• moisture changes,
• transportation vibration,
• measurement methods.
Such deviations do not affect pricing unless volumetric thresholds are exceeded.
7. COST OF SERVICES AND PAYMENT METHOD
7.1. The User understands and accepts that the Company operates internationally and sets prices in EUR (€).
All payments must be made in euro unless otherwise stated.
7.2. The Company provides Services according to the tariffs published on the Website, unless a separate written agreement establishes alternative terms between the Company and the User.
7.3. The applicable tariff is the one valid on the date when the Company accepts the Order for processing.
7.4. The total cost of Services for each Parcel is calculated based on:
• actual weight,
• volumetric weight, or
• classification as oversized freight,
whichever produces the higher applicable charge.
7.5. The User agrees to pay delivery charges regardless of circumstances such as:
• the seller shipping the wrong item,
• cancellation of an order by the seller,
• the User’s loss of interest in the Parcel,
• disputes between the User and the seller.
The Company’s obligations relate solely to transportation, not to e-commerce disputes.
DETAILED WEIGHT AND PRICING RULES
7.6. Air freight charges are based on actual weight unless the Parcel qualifies as oversized.
A Parcel is oversized if:
• the sum of dimensions exceeds 150 cm, and/or
• volumetric weight is at least twice the actual weight.
Volumetric weight formula:
length (cm) × width (cm) × height (cm) / 5000
7.7. For both air and sea shipments, the cost is always based on the greater of actual or volumetric weight.
If an inconsistency exists between declared and measured weight, the Company’s measurement prevails.
7.8. The User is solely responsible for the lawful origin of all funds deposited into their Account.
If the Company receives inquiries, claims, or notifications from banks, financial institutions, or regulators concerning suspicious activity, the Company may:
• freeze the Account,
• suspend shipments,
• request additional verification,
• report incidents to relevant authorities as required by EU AML laws.
7.9. The Company may suspend or deny Services if:
• the origin of funds cannot be verified,
• AML/KYC obligations cannot be fulfilled,
• payment fraud is detected,
• legal compliance cannot be ensured.
7.10. The Company is not liable for payments made with:
• stolen credit cards,
• compromised bank accounts,
• fraudulent transfers.
All financial disputes under this clause must be resolved exclusively between the User and their financial institution.
7.11. Accepted payment methods include:
• Visa / Mastercard (subject to PSD2 requirements),
• SEPA Bank Transfer,
• Revolut.
7.12. The User remains responsible for all applicable bank fees, transfer charges, and payment processing costs.
7.13. The Company may withhold Parcels if the User has outstanding unpaid balances or disputed charges.
7.14. The Company may modify tariffs at any time. Changes take effect immediately and apply to all future Orders.
8. PROCEDURE FOR DELIVERING PARCELS TO THE CLIENT
8.1. Parcels may be delivered to Users in one of the following ways:
8.1.1. Courier delivery to the address specified by the User, subject to carrier availability and applicable service tariffs.
8.1.2. Pickup from the Company’s designated service point in Cyprus, currently located at:
23 Georgiou Neofytou Street, Ground Floor Shop, Postal Code 4006, Limassol, Cyprus.
8.1.3. Pickup from automated parcel lockers, where this service is available and supported by the Company’s partners.
8.2. To collect a Parcel, the User must present and/or scan the unique QR code generated by the Company.
The QR code is issued exclusively to the User.
If the QR code is provided to third parties, whether intentionally or accidentally, the User assumes full responsibility for any resulting loss, damage, or unauthorized receipt of the Parcel.
The Company bears no liability if a Parcel is collected by a third party using a QR code shared by the User.
8.3. Upon receipt, the User must:
8.3.1. inspect the outer packaging and condition of the Parcel;
8.3.2. verify that the Parcel corresponds to the shipment listed in their Account;
8.3.3. report any discrepancies, visible damage, or issues immediately and in the presence of a Company representative or courier.
Failure to follow this procedure may result in rejection of subsequent claims.
8.4. If, after opening the Parcel, the User determines that the contents belong to another User, they must:
8.4.1. notify the Company immediately;
8.4.2. return the Parcel within five (5) calendar days.
Failure to comply obligates the User to compensate the Company for:
• losses,
• shipping costs,
• administrative expenses,
• damage to reputation or operations.
8.5. If courier delivery is selected, the Company is not responsible for delays or errors committed by external carriers once the Parcel has been handed over for final delivery.
8.6. If delivery fails due to an incorrect or incomplete address provided by the User, the User bears all associated costs, including:
• redelivery fees,
• storage fees,
• return shipping,
• customs charges (if applicable).
8.7. Parcels that cannot be delivered will be returned to the Company’s warehouse and stored under standard storage rules (60 days free, then daily storage fees thereafter).
9. SUBMISSION OF COMPLAINTS, REVIEW AND COMPENSATION FOR DAMAGES, DISPUTE RESOLUTION
9.1. If the User believes that the Company has failed to properly fulfil its obligations, the User may submit a written claim or complaint. This includes requests for:
• compensation due to loss of Parcel or contents thereof,
• compensation due to damage to Parcel or contents thereof
• investigation of delayed delivery, or
• clarification of irregularities.
9.2. For claims related to:
• non-delivery,
• damaged Parcels,
• missing contents,
• failure to meet indicative delivery timelines,
the User must file the complaint within 30 calendar days from:
• the date the Parcel was delivered, or
• the date the Parcel should reasonably have been delivered,
whichever is later.
Claims filed after the deadline may be rejected in accordance with EU consumer and postal regulations.
9.3. When submitting a written complaint, the User must provide:
9.3.1. A valid identification document;
9.3.2. If the complaint is filed by a representative — a power of attorney;
9.3.3. A detailed description of the issue;
9.3.4. Supporting evidence, including:
• tracking numbers,
• receipts,
• photographs,
• delivery confirmation,
• packaging condition reports;
9.3.5. If compensation is sought — evidence of the value of the goods (invoices, payment confirmations).
9.4. The complaint must include:
9.4.1. Full name or legal entity name of the applicant;
9.4.2. Detailed description of the claim (factual basis and expected resolution).
9.5. The Company is obligated to review all claims within a reasonable period consistent with Cyprus and EU consumer laws.
A written response will be issued electronically unless another method is requested.
9.6. All disputes or disagreements must first be resolved through negotiation and direct communication between the parties.
If no resolution is reached, disputes shall be submitted to the District Court of Nicosia, unless the Company elects arbitration under a recognized Alternative Dispute Resolution (ADR) or Online Dispute Resolution (ODR) platform in the EU.
9.7. The Company may require additional time to investigate complex cases, especially those involving:
• customs authorities,
• international carriers,
• cross-border transportation,
• law enforcement inquiries.
9.8. The User agrees that the Company’s liability for delay, loss, or damage shall be limited as outlined in Section 10 (Liability of the Company).
9.8.1. Compensation Limits Based on Evidence
No compensation shall be payable unless the User provides documentary proof of the value of the goods (invoice, payment confirmation).
If such documentation is not provided, compensation shall be 0 EUR.
9.8.2. External Damage Requirement
Compensation for damaged goods is payable only if external damage to the packaging was recorded at the moment of acceptance by the Company.
No compensation shall be paid for internal damage when packaging shows no external signs of impact.
9.8.3. No Compensation Without Insurance
If optional shipping insurance was not purchased, the Company shall have no obligation to compensate for loss, damage, or non-delivery beyond the limits defined in these Terms.
9.9. The Company shall not be responsible for:
• delays caused by customs inspections,
• penalties imposed by authorities due to incorrect declarations by the User,
• damages resulting from prohibited contents,
• claims unsupported by valid evidence.
9.10. If compensation for a lost Parcel is paid, the User automatically transfers ownership rights of the Parcel and all its contents to the Company.
10.1. The Company shall carry out its obligations with due care, diligence, and professionalism as required under Cyprus Law, by laws and applicable EU legislation.
However, to the maximum extent permitted by law, the Company shall not be liable for:
10.1.1. Indirect, incidental, punitive, consequential economic loss, or damage, including loss of profit, loss of potential profit or loss of bargainbusiness interruption, loss of data, or reputational harm.
10.1.2. Delays caused by third-party carriers, airlines, customs authorities, postal operators, or force majeure.
10.1.3. Damage to fragile items not caused by external visible structural damage to the packaging at the moment the Company accepted the Parcel.
10.1.4. Damage resulting from inadequate packaging used by the sender, seller, or User.
10.1.5. Used goods, refurbished items, or goods shipped without original factory packaging.
10.1.6. Prohibited contents, misdeclared goods, or illegal items discovered in the Parcel.
10.1.7. Customs seizures, delays, and penalties, including cases where customs authorities confiscate, examine, return, or destroy the Parcel.
10.1.8. Any losses caused by incorrect, incomplete, or misleading information provided by the User.
10.1.9. Circumstances outside the Company’s control, including force majeure such as natural disasters, strikes, political unrest, border closures, pandemics, technical failures, or acts of state authorities and theft of goods by third parties where the Company had taken all reasonable precautions to ensure the integrity and safety of the Parcel.
LIMITATION OF LIABILITY
10.2. Limitation of Liability CapUnless otherwise required by applicable EU law, the Company’s liability for loss or damage to a Parcel without additional insurance purchased shall be limited to EUR 500 per Parcel, regardless of the declared or actual value of the Parcel. This limit reflects liability standards commonly applied by European carriers and logistic providers.
10.2.1. Additional Insurance Option
If the User elects and pays for additional insurance offered by the Company or its partners, the maximum liability shall be the Declared Value up to the insurance limit, provided that documentary proof of value is submitted. The maximum insured amount shall be specified in the insurance terms agreed between the User and the insurer.
10.2.2. No Liability Above Stated Cap
In no event shall the Company be liable for any amount greater than the applicable liability cap set forth in 10.2 or 10.2.1.
NO LIABILITY FOR MERCHANT ERRORS
10.4. The Company is not responsible for:
• Incorrect or damaged goods shipped by the seller or merchant;
• Loss of interest in the Parcel;
• Disputes between the User and seller or merchant;
• Seller errors such as wrong color, size, quantity, model, or counterfeit items;
• Items not corresponding to the User’s expectations.
10.5. The Company does not intervene in disputes between Users and sellers, online stores, or marketplaces.
NO LIABILITY BEFORE SCANNING
10.6. The Company’s liability strictly begins only after a Parcel has been physically delivered to, and successfully scanned into, the Company’s or partner’s warehouse.
Until scanning occurs:
• all risks lie with the transporting courier or seller.
This complies with EU postal and logistics standards.
11. TERMINATION AND SUSPENSION OF LEGAL RELATIONSHIP
11.1. The User may terminate their relationship with the Company at any time by submitting a written request and settling all outstanding balances.
11.2. Upon account termination, the User must:
• pay any unpaid fees,
• collect all Parcels, or
• instruct the Company regarding redirection or disposal at its own cost
11.3. Parcels remaining unclaimed after termination shall be handled in accordance with standard storage rules (60 days free, then daily fees; destruction after 4 months).
11.4. Any positive monetary balance in the User’s account will be refunded only to a bank account or financial instrument owned by the User.
Refunds cannot be issued to third parties due to EU AML regulations.
11.5. The Company may terminate the User’s account unilaterally if:
11.5.1. The User violates these Terms;
11.5.2. Fraud, illegal activity, or AML risks are detected;
11.5.3. The User abuses the Services;
11.5.4. The User sends prohibited items or repeatedly violates customs or aviation rules;
11.5.5. Regulatory authorities require that the Company suspend or close the account.
11.6. Termination of the relationship does not release the User from obligations and liabilities arising before termination.
11.7 The Company shall be entitled, without prejudice to any other rights or remedies, to suspend the provision of all or any part of the Services immediately upon written notice to the User where:
(a) any sum due under this Agreement remains unpaid from the due date; or
(b) the Customer is in material breach of any of its obligations under this Agreement and, where such breach is capable of remedy, fails to remedy the same within 14 days of receiving written notice requiring it to do so; or
(c) the Company reasonably concludes that the User’s financial position materially deteriorates so as to jeopardise payment of any sums due.
(d) The Company, in addition reserves the right to suspend temporarily or refuse the provision of its services to a User, to the extent reasonably necessary, for purposes including compliance with applicable laws or regulatory obligations, security considerations, prevention of fraud or abuse, resolution of technical or operational issues, or where the User is in breach of these Terms, including in cases involving prohibited or restricted goods.
Where reasonably practicable, the Company shall inform the User of such suspension or refusal. In the event that the Services have not been performed, the User shall be entitled to a refund of any amounts paid in respect of the unperformed part of the Service. Nothing in this clause however shall limit or exclude any rights of the User applicable under Cyprus or European Union consumer protection laws and in force at the time of suspension or refusal of performance by the Company.
11.8 During any period of suspension:
(a) the Company shall have no obligation to perform the Services; and
(b) the Customer shall remain liable for all charges, costs, and expenses incurred up to the date of suspension.
11.9 The Service Provider shall reinstate the Services as soon as reasonably practicable following full remedy of the relevant breach or payment of all outstanding sums.
12. PERSONAL DATA AND CONFIDENTIALITY
(GDPR COMPLIANCE)
12.1. The Company processes personal data exclusively in accordance with:
• Regulation (EU) 2016/679 (GDPR);
• Cyprus Law 125(I)/2018 (implementing GDPR);
• Any guidelines of the Cyprus Commissioner for Personal Data Protection issued from time to time .
12.2. By using the Services, the User consents to the collection, storage, processing, and transfer of their personal data for the following purposes:
12.2.1. Execution of contractual obligations;
12.2.2. Provision of Services;
12.2.3. Customer identification (KYC);
12.2.4. Compliance with AML laws;
12.2.5. Fraud prevention and service security;
12.2.6. Parcel processing, sorting, consolidation, and delivery;
12.2.7. Customer support and communication;
12.2.8. Fulfilment of legal requirements.
PERSONAL DATA SHARED WITH THIRD PARTIES
12.3. Personal data may be shared with:
12.3.1. Customs authorities (EU and non-EU) for import/export procedures;
12.3.2. Transportation and courier partners;
12.3.3. Financial institutions, payment processors, banks;
12.3.4. Regulatory bodies upon lawful request;
12.3.5. IT service providers used for Hosting, CRM, or email communication;
12.3.6. Fraud prevention agencies and law enforcement agencies in the Republic of Cyprus
The Company ensures that all third parties comply with GDPR requirements.
USER RIGHTS UNDER GDPR
12.4. The User has the following rights under GDPR:
12.4.1. right of access to their personal data;
12.4.2. right to rectification of inaccurate data;
12.4.3. right to erasure (“right to be forgotten”);
12.4.4. right to restriction of processing;
12.4.5. right to object to processing;
12.4.6. right to data portability;
12.4.7. right to withdraw consent at any time;
12.4.8. right to lodge a complaint with the Office of the Commissioner for Personal Data Protection (Cyprus).
DATA RETENTION RULES
12.5. Personal data shall be retained only as long as necessary for:
• performing the Services,
• fulfilling contractual obligations,
• complying with legal duties,
• AML requirements (typically 5 years, as required under EU law).
After this period, data is securely deleted or anonymized.
COMMUNICATION RECORDING
12.6. The Company may record:
• customer calls,
• chat logs,
• emails,
• requests submitted via the Website.
Recordings may be used for:
• quality assurance,
• operational verification,
• legal compliance,
• fraud prevention.
SECURITY MEASURES
12.7. The Company uses technical and organizational measures to ensure protection of personal data, including:
12.7.1. data encryption;
12.7.2. secure servers;
12.7.3. restricted access;
12.7.4. cybersecurity monitoring;
12.7.5. compliance audits.
These measures meet the standards of GDPR and Cyprus cybersecurity requirements.
Governing Language
In the event of any discrepancy or inconsistency between the English version of these Terms and any translated version, the English version shall prevail.
Last updated: 25 May 2026
