Consumer Obligations Charter

 

1.1. The Company

The Company is a courier services public limited company (Société Anonyme) operating under the corporate name “GENIKI TAXYDROMIKI S.A. COMMERCIAL COURIER SERVICES COMPANY” and the trade name “GENIKI TAXYDROMIKI S.A.”.

Hereinafter, for the purposes of this Charter and for brevity, the company under the corporate name “GENIKI TAXYDROMIKI S.A. COMMERCIAL COURIER SERVICES COMPANY” shall be referred to as the “Company.”

The Company was duly incorporated in December 1998 under Greek law and was registered with the Register of Societés Anonymes under registration number (SA Reg. No.) 41835/02/Β/98/53/05. It is also registered with the General Commercial Registry (GEMI) under registration number 44421607000.

The Company’s registered office is located in Agios Ioannis Rentis, Greece, with its headquarters at 81 Stratigou Makrygianni Street, Agios Ioannis Rentis, Tax Identification Number (TIN) 094537720, under the competent KEFODE Tax Office of Attica.

The Company’s headquarters contact details are:

• Telephone: +30 210 4851100
• Fax: +30 210 4820196
• E-mail: info@taxydromiki.gr

The addresses and contact telephone numbers of the Company’s local branches are published on its website.

GENIKI TAXYDROMIKI holds the following certifications and authorizations:

• National General Postal Services Licence No. 99-149, issued by the Register of the Hellenic Telecommunications and Post Commission (EETT).
• ISO 9001:2015 Certification, Certificate No. 1030, issued by S.Q.S.S., for the provision of courier services. ISO 9001 is an internationally recognized standard specifying the requirements for a Quality Management System (QMS), enabling us to ensure the quality of our services, improve operational efficiency, and enhance customer satisfaction.
• ISO 9001:2015 Certification, Certificate No. 1030-1, issued by S.Q.S.S., for the transportation and distribution of pharmaceutical products.
• ISO 14001:2015 Certification, Environmental Management System Certificate No. 7709/23, issued by EQA Hellas. ISO 14001 is an internationally recognized standard establishing the requirements for an Environmental Management System (EMS), enabling us to monitor and reduce our environmental impact while continuously improving operational efficiency.
• ISO/IEC 27001:2022 Certification, Information Security Management System Certificate No.

Furthermore, the Company:

• Conducts an Energy Audit every four years (2019 and 2023), following which an Energy Audit Report is prepared. This assessment evaluates energy consumption with the objective of improving energy efficiency, reducing energy costs, and minimizing environmental impacts.
• Conducts an annual Carbon Footprint Assessment, followed by the preparation of a Carbon Footprint Report. The Company’s first report was submitted in October 2023, covering the reference year 2022. The assessment is conducted annually, with each report covering the previous calendar year (the next report is scheduled for October 2026, covering the reference year 2025). The assessment measures the greenhouse gas (GHG) emissions generated by the Company’s activities. Its objective is to evaluate the Company’s environmental footprint by quantifying carbon dioxide (CO₂) and other greenhouse gas emissions released into the atmosphere, with the aim of achieving continuous annual reductions.

1.2. Corporate Purpose

Pursuant to its Articles of Association, the Company’s principal corporate purposes are:

a) To engage in the business of express courier services (courier services) for the transportation of documents, valuables, parcels, and small packages throughout Greece and internationally, by any mode of transport, whether by land, sea, or air, together with the provision of all related services, including the carriage of goods of every kind by any transportation means.

b) To transport, handle, distribute, and deliver pharmaceutical products.

c) To standardize, package, and repack small items.

d) To provide logistics services, including, but not limited to:

• managing customers’ warehouses;
• receiving, storing, handling, and distributing customers’ goods;
• processing customer orders;
• managing customers’ inventory and stock;
• monitoring and classifying suppliers’ invoices;
• cooperating with customers’ accounting departments regarding the place, time, and method of delivery of goods;
• arranging the settlement of invoices; and
• carrying out any other activity falling within the scope of logistics services.

e) To engage in agency activities for motor vehicle transport companies, freight transport companies, airlines, and shipping agencies, including related activities such as chartering and operating vehicles and vessels, procurement of supplies, and customs clearance of goods.

f) To act as the representative in Greece of foreign and domestic companies whose activities are related to the Company’s corporate purposes and to cooperate with such entities in any form.

g) To organize commercial enterprises, trade fairs, exhibitions, and business studies.

h) To establish, operate, and exploit hotel, tourism, and travel businesses in general.

i) To trade in and repair wireless communication and telecommunications equipment.

j) To engage in the wholesale trade of printed materials and packaging materials.

k) To manufacture and trade folding cardboard boxes and other paper or paperboard packaging products, as well as plastic packaging products.

For the achievement of its corporate purposes, the Company may:

• participate, in any legal corporate form, in enterprises having the same or a similar business purpose;
• establish branches or agencies;
• cooperate with any natural or legal person; and
• pursue and carry out the above activities either independently or jointly with domestic or foreign companies of any legal form, public or private legal entities, organizations, or private individuals.

1.3. Network

GENIKI TAXYDROMIKI operates throughout the entire territory of Greece as well as internationally.

To support its business activities, the Company maintains a network of 264 service points throughout Greece, 45 of which operate as Company-owned branches.

1.4 Key Financial Information

The Company is one of the largest courier service providers in Greece, with a monthly turnover exceeding €5,000,000.

The Company’s annual financial statements are prepared in accordance with the Greek Accounting Standards (Greek GAAP) and are published in compliance with the applicable legal requirements.

1.5 Transportation Fleet

The Company operates a fleet comprising approximately:

• 513 privately owned commercial vehicles, of which 27 are fully electric;
• 77 public-use freight vehicles; and
• 285 motorcycles, of which 2 are fully electric.

The Company has also entered into the necessary agreements with airlines, ferry operators, and land transport companies in order to ensure that shipments are transported within the shortest possible time while maintaining the highest standards of safety and reliability.

1.6 Services Provided

The Company provides courier and express delivery services for documents, parcels, packages, and other consignments, in accordance with the corporate purposes set out in its Articles of Association, as described in Section 1.2 above, and in accordance with the provisions set out in Chapter 3 of this Charter.

 

2. QUALITY POLICY

 

2.1 Provision of High-Quality Services

For our Company, the provision of services that fully meet the expectations and needs of our customers is a primary objective. To this end, we make every possible effort to ensure the continuous development and improvement of the services we provide.

In particular, we continuously improve:

• the delivery times of our services;
• the systems used for tracking consignments; and
• the cost-efficiency of the services we provide.

The Company is certified in accordance with ISO 9001:2015. Our operations are monitored on a continuous daily basis, and new objectives are regularly established to ensure the safe, reliable, and high-quality provision of modern courier services.

Through the use of advanced technology, our services are continuously upgraded, ensuring that they are delivered within a modern, efficient, and technologically advanced operating environment.

The Company’s personnel and management receive ongoing training to enable them to adapt to the continuously evolving requirements of the courier and express delivery industry and to respond effectively to the needs and expectations of our customers.

2.2. Company Profile

GENIKI TAXYDROMIKI is one of the leading companies in the Greek courier and express delivery market and holds a significant market share.

The Company handles approximately more than 1.5 million envelopes and parcels every month.

It employs approximately 1,182 employees at its Headquarters, branches, and Sorting Centres, while more than 3,000 people are engaged across its nationwide network of stores and business partners.

The Company operates a total of seven (7) sorting centres, including:

• the central Attica Sorting Centre, covering approximately 15,000 m², located at 81 Stratigou Makrygianni Street, Agios Ioannis Rentis, which also houses the Company’s Headquarters;
• the Thessaloniki Sorting Centre, covering approximately 1,100 m², located in Kalochori, Thessaloniki; and
• five (5) regional sorting centres throughout Greece, with a combined area of approximately 1,800 m².

In addition, the Company operates more than 136 transportation routes, covering both land and sea transport.

 

3. SERVICES PROVIDED – INFRASTRUCTURE AND OPERATING PROCEDURES

 

3.1. Services

GENIKI TAXYDROMIKI provides courier and express delivery services for postal items destined for domestic and international delivery, domestic and international parcel delivery services for consignments with or without commercial value, the distribution of unaddressed advertising material, mail preparation services, document exchange services, purchasing services on behalf of third parties, as well as cash-on-delivery (COD) services, including those initiated through telephone or electronic instructions.

The courier services are provided by GENIKI TAXYDROMIKI to service users within the framework of the General Postal Services Licence granted by the Hellenic Telecommunications and Post Commission (EETT).

Postal items handled by GENIKI TAXYDROMIKI are delivered in accordance with the sender’s instructions and the type of shipment. The categories of postal items handled by the Company are determined by the applicable legislation.

The Company provides basic courier services consisting of the collection and delivery of postal items, incorporating the stages of collection, sorting, transportation, and final delivery, both within Greece and internationally.

I. Domestic Services

I.1 Basic Domestic Services

A. Nationwide Delivery

• Within the same city
• To mainland destinations
• To island destinations
• To remote and inaccessible areas
• Cash-on-Delivery (COD) service

B. D2SP (Door-to-Service Point)

Collection from the sender’s address and delivery of the shipment to a GENIKI TAXYDROMIKI Service Point.

C. D2SP (Door-to-Service Point) with Cash-on-Delivery

D. D2L (Door-to-Locker)

Collection from the sender’s address and delivery to a parcel locker.

E. Same-Day Delivery

Same-day delivery within the Regions of Attica and Thessaloniki.

F. Same-Day Network Service

Same-day delivery through the Company’s nationwide network.

 

I.2 Value-Added Domestic Services

1. Cash-on-Delivery (COD) Collection Service

Collection and remittance of the amount payable to the sender.

2. Prescription Medicines Delivery Service

Transportation and delivery of prescription pharmaceuticals.

3. Refrigerated Pharmaceutical Transport Service

Transportation of temperature-controlled pharmaceutical products.

4. Purchasing Service on Behalf of Third Parties

Purchase of goods following instructions received via e-mail and delivery in accordance with the customer’s directions.

5. Document Return Service

Delivery of the shipment and return of the required signed or completed documents to the sender.

6. Parcel Return Service

A service whereby, in accordance with the sender’s instructions, a document or parcel is delivered to the recipient, another parcel is collected from the recipient at the time of delivery, and subsequently returned to the sender.

7. Tender Documentation Submission Service

Specialized service for the submission of documentation required for participation in public or private tenders.

8. Saturday Delivery Service

Delivery by 2:00 p.m. on Saturdays.

9. Next Business Day Delivery to Remote Areas

10. Next Business Day Air Delivery to Island Destinations

Available for parcels weighing up to 5 kg. This service is not available for the islands of the Saronic Gulf and the Ionian Islands.

11. Tender Documentation Collection Service

Collection of tender notices and related documentation.

12. Delivery on Public Holidays, Sundays or Outside Business Hours

Shipments may be handled during non-working days and outside normal business hours upon prior agreement.

13. Special Handling Service

Special processing of shipments requiring collection and transmission of protocol numbers, certified copies, acknowledgements of receipt, or other official documentation.

14. Morning Delivery Service

Delivery by 10:30 a.m., upon the sender’s request. This service is not available for island destinations.

15. VIP Delivery Service (Attica and Thessaloniki)

Next business day VIP delivery within Attica and Thessaloniki, available between 9:00 a.m. and 7:00 p.m., with the option of a pre-arranged one-hour delivery appointment.

Remote areas are excluded.

16. Guaranteed Delivery Service (by 12:00 noon)

Guaranteed delivery by 12:00 noon on the next business day for all destinations served through one-day delivery routes, except shipments to and from islands and shipments destined for the Regional Unit of Evros.

17. Evening Delivery Service

Delivery outside normal business hours between 7:00 p.m. and 10:00 p.m. within Attica and Thessaloniki.

18. Air Transportation of Sensitive Cargo

Transportation of sensitive consignments by air.

19. Same-Day Cash-on-Delivery Service

Same-day collection and remittance of COD payments.

20. Same-Day Protocol Collection Service

Maximum waiting time: one (1) hour.

21. Same-Day Purchasing Order Service

Execution of same-day purchases on behalf of customers.

The services provided and the applicable charges may be amended from time to time. Customers are advised to consult the latest information published on the Company’s website (www.taxydromiki.com).

 

II. International Services

II.1 Basic International Services

Cyprus

1. Shipments to and from Cyprus
2. Freight transportation to Cyprus
3. D2SP (Door-to-Service Point) service to and from Cyprus
4. D2L (Door-to-Locker) service to and from Cyprus

Bulgaria

1. Shipments to and from Bulgaria
2. D2SP (Door-to-Service Point) service from Bulgaria to Greece
3. D2L (Door-to-Locker) service from Bulgaria to Greece

Romania

1. Shipments to and from Romania
2. D2SP (Door-to-Service Point) service from Romania to Greece
3. D2L (Door-to-Locker) service from Romania to Greece

 

II.2 Value-Added International Services

Shipments to and from Cyprus

1. Cash-on-Delivery (COD) Service
2. COD Collection and Remittance Service
3. Parcel Return Service
4. Purchasing Service on Behalf of Third Parties

Shipments to and from Bulgaria

1. Cash-on-Delivery (COD) Service
2. Parcel Return Service

Shipments to and from Romania

1. Cash-on-Delivery (COD) Service
2. Parcel Return Service

GT Europe e-Commerce (GTEEC) Service

An economy road transport service for shipments destined for countries within the European Union.

The service supports business-to-consumer (B2C) deliveries and offers the option of Cash-on-Delivery (COD) collection in the local currency of the destination country.

The services provided and the applicable charges may be amended from time to time. Customers are responsible for consulting the latest information published on the Company’s website at www.taxydromiki.com.

3.2 Services Provided to Consumers and Applicable Charges

More specifically, the services provided by GENIKI TAXYDROMIKI, together with the specific characteristics of each service (including, but not limited to, pricing, estimated delivery time, and other service specifications), are set out in the Company’s detailed Price List, which is readily accessible and easily retrievable by any interested party through the Company’s official website in PDF format.

Users of the Company’s services may obtain the Price List:

• at any branch or service point within the Company’s network;
• through the Company’s Customer Service Centre; and
• through the Company’s official website (www.taxydromiki.com).

The minimum content of the applicable Price List complies with the requirements set out in Article 4 of the Code of Conduct for the Provision of Postal Services (EETT Decision No. 687/328, Government Gazette, Series II, No. 1874/31.7.2013).

GENIKI TAXYDROMIKI reserves the right to amend or revise the charges applicable to any of its services in accordance with its operational requirements.

The Price List is updated periodically in order to reflect changes in market conditions and customer needs. Each newly published Price List supersedes and replaces any previous version and shall apply to all services undertaken after its publication and the corresponding notification of customers.

The applicable Price List, together with any amendments relating to charges, services provided, or the terms and conditions governing those services, is published on the homepage of the Company’s official website in a clearly identifiable section and is also available at all branches within the Company’s network.

Information regarding the services provided and the applicable charges is available through the Company’s website, Customer Service Centre, and all branches of the Company’s network.

3.3 Collection and Delivery of Courier Postal Items

Whether through the Company’s online services or at the time a postal item is collected from the sender’s premises, or from a Company branch where the sender has chosen to lodge the shipment in person, GENIKI TAXYDROMIKI informs the customer of the following:

a) the specifications of the selected service, including the applicable charges, estimated delivery time, and delivery method;

b) the individual service contract, which is either provided to the customer in hard copy or made available electronically through the Company’s website, provided that the customer has first given verbal consent to receive the contract in electronic form;

c) the fact that the Courier Consignment Note (SY.DE.TA.) does not constitute a tax document;

d) the procedure for issuing the receipt or invoice for the services provided, whether in printed or electronic form, in accordance with the requirements of the Ministry of Finance;

e) the sender’s obligation to declare, under his or her responsibility, that the shipment does not contain any prohibited or unacceptable contents; and

f) where the sender is a natural person, the obligation to present an official identification document (such as a national identity card or equivalent official identification document) for recording purposes;

g) where the sender carries out commercial or business activities and sends postal items of commercial value within Greece, the obligation to confirm the accuracy of the declared business details by providing a copy of the registration certificate issued by the General Commercial Registry (GEMI), where applicable.

The submission of the above documentation is required only once, in order for the Company to record the sender’s GEMI registration number in its Special Postal Item Tracking and Tracing System (ESPETA).

Rights and Obligations of the Company

GENIKI TAXYDROMIKI:

a) reserves the right to request that the sender open a parcel or envelope in the presence of a Company representative in order to verify that it does not contain prohibited or unacceptable contents;

b) is required to request and record the sender’s (or the sender’s authorised representative’s) full identification details, as stated in an official identification document (such as an identity card, passport, driving licence, military identity card, or residence permit), where the shipment weighs more than 100 grams and the sender is a natural person;

c) shall refuse to accept a shipment where it considers that its contents may pose a risk to public safety and shall notify the competent authorities, including the Hellenic Telecommunications and Post Commission (EETT);

d) is obliged to deliver the postal item to the recipient’s address, to the recipient personally or, in the recipient’s absence, to another adult member of the same household, or to the Service Point selected by the sender from among the delivery options offered by the Company.

The Company may also offer, subject to an additional charge, a Personal Delivery Service, requiring delivery exclusively to the identified recipient.

Recording the full name of the person receiving the postal item is an essential part of the delivery process. The processing of such personal data is carried out in accordance with the applicable personal data protection legislation.

e) shall record in the Courier Consignment Note (SY.DE.TA.) any special delivery instructions provided by the sender, such as same-day delivery, delivery within a specified time window, or delivery on a non-working day.

The Company does not undertake shipments where the sender or recipient requires the parcel to be opened before completion of the delivery process or before payment of the Cash-on-Delivery amount and any transportation charges payable by the recipient.

Where a shipment is sent under Cash-on-Delivery (COD) terms, the recipient is required to accept delivery and pay both the COD amount and any applicable transportation charges.

The COD amount corresponds to the value of the goods sold, as agreed between the sender and the recipient, and is remitted in accordance with the sender’s instructions.

The corresponding tax invoice or fiscal document is issued solely by the party entitled to receive the COD amount, without any involvement by GENIKI TAXYDROMIKI, which is neither aware of the contents of the shipment nor of the commercial agreement concluded between the sender and the recipient.

Any reservations concerning the shipment may be expressed in accordance with the procedures set out below.

Rights and Obligations of the Sender

The sender:

a) shall declare whether the shipment is fragile, has special value, or requires special handling or transportation conditions. In such cases, the Company may apply additional charges in accordance with its applicable Price List.

b) may request, either by telephone or in writing (e.g., by e-mail), and within the time limits and procedures established by the Company, a change to the delivery address of the shipment. Where the new address falls within a different service area, additional charges may apply in accordance with the Company’s Price List.

c) may obtain information regarding the delivery status of the shipment, including the date and time of delivery and the name of the person who accepted the shipment, either through the Company’s website or by contacting an authorised Company representative by telephone, e-mail or other communication channel. The Company reserves the right to apply a separate charge for the provision of this service.

d) may request signature-free delivery, in which case the recipient confirms receipt by entering the unique Personal Identification Number (PIN) provided by the Company or by submitting confirmation through an approved digital communication method.

Rights of the Recipient

The recipient:

a) has the right to accept delivery subject to reservation, stating the reasons for such reservation.

Where GENIKI TAXYDROMIKI has implemented electronic proof of delivery through electronic signature, the Company shall ensure that the reservation is recorded either electronically or in writing on the Courier Consignment Note (SY.DE.TA.) or on another dedicated document that is uniquely associated with the shipment and retained for the same period as the shipment records.

The Company is required to inform any recipient wishing to receive a shipment under reservation of the applicable procedure, and the Company’s employee shall process the relevant request in the recipient’s presence.

A reservation may be submitted within one (1) business day following delivery of the postal item, either:

• by e-mail;
• through the Company’s dedicated Customer Service telephone line; or
• directly on the Courier Consignment Note (SY.DE.TA.).

b) may request, by telephone or in writing (for example, by e-mail), and within the procedures and time limits established by the Company, a change to the delivery address of the shipment. Where the requested address falls within a different service area, additional charges may apply in accordance with the Company’s applicable Price List.

The Company endeavours, whenever reasonably practicable, to provide priority service to persons requiring assistance, including persons with disabilities (PWDs), elderly persons and pregnant women.

3.4 Delivery Times

The standard delivery time for postal items is as follows:

• Within the same city: the next business day following dispatch.
• Mainland destinations: one (1) to two (2) business days.
• Island destinations: two (2) business days.
• Remote or inaccessible areas: one (1) to three (3) business days,

subject in all cases to the service selected and any specific contractual arrangements.

For the purposes of these delivery times, business days are Monday through Friday.

The above delivery times are indicative only and do not constitute guaranteed delivery commitments.

The Company does not guarantee delivery within a period of less than seven (7) business days, unless otherwise expressly agreed under a specific service or contractual arrangement.

3.5 Tracking and Tracing of Postal Items

3.5.1 Special Postal Item Tracking and Tracing System (ESPETA)

The Company maintains a Special Postal Item Tracking and Tracing System (ESPETA) in accordance with the applicable postal legislation, and in particular with the provisions of Law 4053/2012 and EETT Decision No. 1101/3/2024 (Regulation on General and Individual Licences and the Conditions for the Provision of Postal Services), as amended and in force from time to time.

ESPETA is a dedicated electronic information system operating through specialised software that enables the continuous tracking and tracing of each postal item throughout its journey from the sender to the recipient.

The system is updated whenever any information relating to the identity or movement of a shipment changes and also records operational information exchanged between the Company’s branches and operational units responsible for handling each shipment.

For every shipment, the ESPETA records, among other things:

• the unique Courier Consignment Note (SY.DE.TA.) number identifying the shipment;
• the date on which the shipment was accepted;
• the delivery date;
• the sender’s and recipient’s details;
• the shipment weight;
• the service selected;
• the party responsible for payment of the transportation charges (sender or recipient); and
• every operational stage of the shipment, including, indicatively:
  • departure from the collection branch;
  • arrival at the sorting centre;
  • allocation to the delivery branch;
  • departure from the sorting centre;
  • assignment to the courier;
  • successful delivery together with the recipient’s details; or
  • the reason why delivery could not be completed.

The system is updated through the use of modern technology, including dedicated handheld electronic devices operating via specialised software and internet connectivity. These devices also allow the capture of photographic evidence of the external condition of the postal item where required.

The Company stores and manages the above information electronically for a period of six (6) months.

Where a customer complaint is pending or an investigation has been initiated by the Hellenic Telecommunications and Post Commission (EETT) or any other competent authority, the retention period shall be extended until the relevant proceedings have been concluded.

Users may monitor the progress of their shipments, from collection through final delivery, via the Company’s official website (www.taxydromiki.com).

Where a shipment has been lost, damaged or not delivered for any reason, the sender or recipient, as applicable, is directed through the Company’s website to contact the competent branch responsible for the shipment in order to receive detailed information regarding its status.

3.5.2. Courier Consignment Note (SY.DE.TA.)

For the purpose of identifying each courier postal item handled by the Company, GENIKI TAXYDROMIKI issues a Courier Consignment Note (SY.DE.TA.), either in printed form or in a digitally readable format (via barcode or QR code scanning), which is affixed to the postal item and contains its identification details, in accordance with the provisions of Law 4053/2012 and EETT Decision No. 1101/3/2024 (Regulation on General and Individual Licences and the Conditions for the Provision of Postal Services), as amended and in force from time to time.

The Courier Consignment Note (SY.DE.TA.) clearly displays:

• the Company’s corporate name and trade name;
• its Tax Identification Number (TIN);
• the Company’s contact details; and
• the following indication:

“Hellenic Telecommunications and Post Commission (EETT) – General Postal Services Licence – Registration No. 99-149.”

The Consignment Note also bears the unique shipment identification number, which is required for tracking and tracing the postal item through the Company’s Special Postal Item Tracking and Tracing System (ESPETA), together with the minimum sender and recipient information required under the applicable Regulation.

Where postal items are accepted in bulk, GENIKI TAXYDROMIKI issues a simplified adhesive Courier Consignment Note, which is affixed to each individual item and contains, at a minimum:

• the shipment reference number;
• the unique identification number of each individual item;
• the Company’s trade name;
• the Company’s contact details; and
• the EETT licence indication.

Each postal item is separately recorded and monitored within the Company’s ESPETA as an individual courier shipment.

Customers are entitled to accept delivery subject to reservation, which may be recorded:

• on the Courier Consignment Note (SY.DE.TA.);
• in the relevant electronic field where proof of delivery is confirmed electronically; or
• on a dedicated form linked to the shipment and recorded within the Company’s ESPETA.

As part of its environmental sustainability policy and commitment to reducing paper consumption, GENIKI TAXYDROMIKI has introduced an electronic Courier Consignment Note together with electronic proof of delivery through the recipient’s electronic signature.

The Company retains Courier Consignment Note records, whether in electronic and/or hard-copy form, for a minimum period of six (6) months.

Where postal items are submitted by freight forwarding or transport companies acting as intermediaries between merchants and postal operators, shipments are accepted only when accompanied, in printed or electronic form, by all legally required transportation and commercial documentation issued by the merchant.

Copies of such documents, together with the corresponding Courier Consignment Notes, are retained by the Company, either electronically or in hard copy, for a minimum period of six (6) months.

 

4. NON-ACCEPTABLE POSTAL ITEMS – PROHIBITED SHIPMENTS

 

The Company does not accept for carriage any items prohibited under applicable legislation, items excluded under the individual service agreement, inadequately packaged items, or shipments for which the sender refuses to provide adequate sender or recipient identification details.

Furthermore, GENIKI TAXYDROMIKI does not undertake the transportation or handling of the following documents or items:

• inadequately packaged fragile items;
• cash;
• foreign currency;
• gold bullion;
• jewellery;
• precious metals;
• precious stones;
• industrial diamonds;
• antiques;
• works of art;
• personal correspondence;
• human or animal ashes;
• lottery tickets; and
• any other goods the transportation of which is prohibited or restricted under the applicable national or European Union legislation.

 

5. DELIVERY OF POSTAL ITEMS AND HANDLING OF UNDELIVERABLE SHIPMENTS

 

Where a postal item cannot be delivered to the recipient for any reason, the recipient is notified either in writing or electronically, the shipment is returned to the premises of the branch responsible for delivery, and a second or, where appropriate, additional delivery attempts are scheduled following communication with the recipient and/or the sender.

In particular:

a) where the recipient is absent, a written delivery notice is left and the shipment is returned to the Company’s premises;

b) at least one additional delivery attempt is made, except where delivery is effected:

• through an automated parcel locker, in which case the storage period is extended by twenty-four (24) hours;
• through an alternative delivery location selected by the recipient following the first unsuccessful delivery attempt, such as a parcel locker, reception desk, or another designated collection point; or
• where the shipment requires special handling or transportation conditions, including, by way of example, blood products, biological material, pharmaceuticals, food products, or other perishable goods;

c) where difficulties arise in effecting delivery, the Company contacts the sender or the recipient by telephone or any other appropriate means (such as e-mail), provided the relevant contact details have been supplied;

d) where delivery cannot be completed or the recipient refuses to accept the shipment, the item shall be returned to the sender at a charge not exceeding the amount originally paid for its dispatch.

If delivery ultimately proves impossible for any reason, including refusal by the recipient to accept the shipment, the sender shall be notified without delay and the shipment shall be returned to the sender at the sender’s expense, provided that such return charge shall not exceed the original transportation charge, without prejudice to the Company’s right to recover any additional loss or damage.

Where the customer has selected delivery through an automated parcel locker, the shipment shall remain available for collection for forty-eight (48) hours following notification to the recipient.

A postal item shall be deemed undeliverable where the Company has exhausted all reasonable delivery attempts without success.

Undeliverable postal items shall be retained by the Company for a period of six (6) months from the date of the final unsuccessful delivery attempt.

Any storage charges incurred shall be communicated to both the sender and the recipient, who shall be jointly and severally liable for their payment.

Postal items that cannot be delivered to the recipient or returned to the sender shall be deemed permanently undeliverable and, following the expiry of at least six (6) months, shall either be donated to charitable or other non-profit organisations or destroyed, in accordance with the Company’s internal procedures and following the preparation of the relevant destruction record.

 

6. ELEMENTS OF THE INDIVIDUAL CONTRACT – CONTRACTUAL AND OTHER TERMS

 

The Courier Consignment Note (SY.DE.TA.) constitutes evidence of the conclusion of the courier service agreement and serves as proof that both the sender and the recipient have been informed of and have accepted the Company’s General Conditions of Carriage.

The Courier Consignment Note constitutes the individual service agreement governing each shipment and sets out, the terms and conditions applicable to the transportation of the postal item; non-acceptable and prohibited items; the Company’s right to refuse acceptance of a shipment where the sender declines to permit inspection of its contents by an authorised Company representative; the sender’s option to insure the shipment, together with the applicable insurance limits; compensation payable in the event of delay, theft, loss, or damage, together with the time limits for submitting claims, at least in accordance with EETT Decision No. 1182/7 (Government Gazette, Series II, No. 6151/09.02.2026); the circumstances under which the Company shall bear no liability; the procedures governing undeliverable postal items; and the procedure for resolving disputes between the Company and its customers. Specifically the general terms of carriage which are being accepted by the sender and the recipient are:

GENERAL CONDITIONS OF CARRIAGE BY GENIKI TAXYDROMIKI

Terms and Conditions for the Carriage of Documents and Parcels

For the transportation of parcels and documents through the shipment handling system of GENIKI TAXYDROMIKI, the Sender agrees to the terms and conditions set out in this document. Neither any representative, agent, or employee of GENIKI TACHYDROMIKI (hereinafter referred to as the “Company”), nor the Sender, is authorized to amend, waive, or otherwise modify these terms and conditions, in whole or in part.

The transportation of documents and parcels through the Company’s delivery network is governed exclusively by the terms and conditions contained herein. The Sender expressly acknowledges that they have read, understood, and unconditionally accepted these terms and conditions.

Article 1: Consignment Note

The Courier Consignment Note (SY.DE.TA.) is non-negotiable. It is completed either by the Sender or by GENIKI TAXYDROMIKI on the Sender’s behalf.

The Sender declares and warrants that they are the owner or lawful possessor of the goods described in the consignment note, or that they are duly authorized to act on behalf of the owner or lawful possessor of such goods.

The Sender further declares that they have read, understood, and accepted the terms and conditions governing transportation through the GENIKI TAXYDROMIKI network.

Article 2: Inspection of Shipments and Prohibited Items

GENIKI TAXYDROMIKI reserves the right (subject to the restrictions imposed by the Hellenic Authority for Communication Security and Privacy – ADAE) to inspect the contents of any parcel or envelope entrusted to it for transportation; however, it is under no obligation to do so.

For postal items weighing more than 100 grams, GENIKI TAXYDROMIKI is required to request and record the full identification details of the Sender or the Sender’s authorized representative, as stated on an official identification document (such as a national identity card, passport, driving licence, military identity card, or residence permit), provided that the Sender is a natural person.

If the Company considers that an item may pose a risk to public safety or public health, it reserves the right to refuse acceptance of the shipment, discontinue its transportation, and notify the competent authorities accordingly.

GENIKI TAXYDROMIKI does not undertake the transportation of the following items or documents: Cash or currency; Foreign exchange; Gold; Precious metals and gemstones; Antiquities; Works of art; Lottery tickets; Shares and securities; Bonds; Perishable foodstuffs; Personal correspondence; Human or animal ashes; and in general, any items whose transportation is prohibited or restricted under applicable law or international conventions.

Furthermore, GENIKI TAXYDROMIKI will not accept for carriage any items that are inadequately packaged or any shipments for which the Sender refuses to provide sufficient identification details or the recipient information requested by the Company. In such cases, the Company shall bear no liability whatsoever for any total or partial loss or damage to the shipment.

GENIKI TAXYDROMIKI further reserves the right, either at the time of acceptance or at any time thereafter, to refuse to process or continue the transportation of a shipment where there are indications that it contains prohibited items, where the recipient’s details are incomplete or insufficient, or where a customs declaration required under the applicable customs regulations has not been submitted.

Article 3: Delivery Times and Limitation of Liability

GENIKI TAXYDROMIKI shall make every reasonable effort and take all necessary measures to ensure the prompt delivery of shipments in accordance with its operating schedule.

Under no circumstances, however, shall the Company be liable for any delay in the collection, transportation, or delivery of any shipment, or for any loss, damage, direct or indirect loss, consequential damages, or loss of profit arising from delayed delivery, improper delivery, or non-delivery resulting from unforeseen circumstances or force majeure, including, without limitation: a) unforeseen events beyond reasonable human control, such as accidents irrespective of fault, adverse weather conditions, delays affecting means of transport, strikes, war, general or partial mobilization, and similar events; b) any act, omission, or incorrect instructions on the part of the Sender, the Recipient, or any third party having an interest in the shipment; c) the nature or inherent characteristics of the contents of the shipment, which may render them susceptible to deterioration, damage, or destruction; or d) extraordinary circumstances arising from regulatory measures, including, without limitation, extreme weather events and/or public health protocols. Furthermore, GENIKI TAXYDROMIKI shall bear no liability whatsoever for any direct or indirect loss, consequential damages, or loss of profit resulting from delay, non-delivery, damage to, or destruction of a postal item where: the Sender has failed to declare the type, nature, or value of the postal item and such information has not been recorded on the Courier Consignment Note (SY.DE.TA.); the Sender has failed to issue and provide the tax documents or any other supporting documentation required by applicable law; or liability is otherwise excluded pursuant to the Code of Conduct for the Provision of Postal Services, Decision No. 1182/7 of the Hellenic Telecommunications and Post Commission (EETT) (Government Gazette, Series II, No. 615/09.02.2026), or any other applicable legislation. Indicative delivery times are published on the Company’s website and in its applicable price list, as amended from time to time.

Article 4: Sender’s Representations and Warranties

The Sender represents, warrants, and undertakes that: a) all information and declarations provided in connection with the shipment, including, without limitation, any declaration regarding its contents, are true, complete, and accurate; b) the item submitted for transportation has been correctly marked with all required labels, details, and the Recipient’s full address; c) the shipment has been packaged in a manner appropriate to ensure its safe handling and transportation; d) any personal data provided to GENIKI TAXYDROMIKI are accurate and have been collected lawfully, fairly, and transparently, and that the Sender has obtained the data subjects’ valid consent both for the processing of such personal data and for their disclosure to the Company; e) the Sender authorizes the Company to process such personal data for the purposes of performing this contract, including, where necessary, sending shipment status notifications via SMS, e-mail, Viber, or other electronic communication channels; f) in the case of shipments destined for countries outside the European Union (third countries), the Sender expressly authorizes GENIKI TAXYDROMIKI to transfer the necessary personal data outside the European Union solely for the purpose of performing this contract and further confirms that all required consents from the relevant data subjects have been duly obtained for such international transfer; g) the Sender shall pay any additional charges that may arise during the processing, return, storage, or handling of the shipment, including any supplementary fees resulting from the nature of the item being transported.

Article 5: Right of Retention

GENIKI TAXYDROMIKI shall have the right to retain possession of, or withhold delivery of, any shipment in its custody as security for the payment of all charges arising from the transportation of the shipment, including, without limitation, freight charges, transportation costs, and any other applicable fees, until such amounts have been paid in full.

Article 6: Shipments Charged to the Recipient

GENIKI TAXYDROMIKI accepts shipments for which the transportation charges are payable by the Recipient. Should the Recipient refuse, for any reason whatsoever, to pay the applicable transportation charges, the Sender shall remain fully liable for the payment of all amounts due to GENIKI TAXYDROMIKI.

Article 7: Instructions Given by Non-Written Means

GENIKI TAXYDROMIKI may process shipments, cash-on-delivery (COD) consignments, and transportation services based on instructions provided by non-written means, including, without limitation, telephone, electronic, or other equivalent forms of communication. In such cases, the person giving the instruction shall assume all the rights and obligations of the party designated as the “Sender” on the Courier Consignment Note (SY.DE.TA.).

Article 8: Liability and Compensation (Part 1)

In the event of the total destruction or loss of the contents of an envelope, the liability of GENIKI TAXYDROMIKI shall be limited as follows: i. Domestic shipments: compensation equal to ten (10) times the postal charge paid for the shipment, together with reimbursement of the postal charge paid for that shipment; and ii. International shipments: compensation equal to five (5) times the postal charge paid for the shipment, together with reimbursement of the postal charge paid for that shipment. In the event of the total destruction or loss of the contents of a parcel, the liability of GENIKI TAXYDROMIKI shall be limited as follows: i. Domestic shipments: compensation equal to eight (8) times the postal charge paid for the shipment, together with reimbursement of the postal charge paid for that shipment; and ii. International shipments: compensation equal to four (4) times the postal charge paid for the shipment, together with reimbursement of the postal charge paid for that shipment. In all cases, the maximum compensation payable shall not exceed the purchase price or replacement value of the item. In the event of partial loss, theft, or damage to the contents of an envelope or parcel, compensation shall be equal to the actual value of the loss, theft, or damage, provided that such compensation shall not exceed the amount payable in the event of total loss, theft, or destruction. The burden of proving the purchase price or replacement value of the item shall rest with the claimant. For the purpose of calculating the actual value of the item, no account shall be taken of its commercial utility or of any special or subjective value that the contents may have had for the person entitled to compensation. The Sender, or any other user of the Company’s services (including, without limitation, the Recipient or the instructing party), expressly and unconditionally accepts the above maximum compensation limits. These limits shall apply to any claim arising out of the provision of postal services, whether based on contract, tort, or any other legal basis, including claims for non-pecuniary (moral) damages and any alleged loss of profit, in accordance with Decision No. 1182/7 of the Hellenic Telecommunications and Post Commission (EETT) (Government Gazette, Series II, No. 615/09.02.2026). The Sender further irrevocably waives any claim against GENIKI TAXYDROMIKI for any additional direct, indirect, consequential, or other damages, including loss of profit, irrespective of the legal basis of such claim, and expressly releases the Company from any liability exceeding the compensation limits set out above. The above compensation limits apply separately to each individual shipment and shall not be increased even where the Company has been informed in advance of any potential risk associated with the shipment. GENIKI TAXYDROMIKI has no knowledge of the contents of the shipments entrusted to it. Accordingly, where a shipment has not been insured, the Sender acknowledges and agrees that the value of its contents is covered only up to the maximum compensation limits specified above. Any value in excess of those limits shall remain solely at the Sender’s own risk. Payment of the above compensation shall be made only where: the Company’s liability has been duly established; and the person claiming compensation has complied with the procedure set out in Article 13 of these Terms and Conditions. For the purposes of compensation, the person entitled to receive payment shall be the user who entered into the contract with the postal operator and paid the postal charges. If that person expressly waives such right, compensation may be paid to the person designated by them (whether the Sender or the Recipient), provided that the Company has been duly notified by any appropriate means. Where the person instructing the shipment differs from the person identified as the Sender, the person named as the Sender on the Courier Consignment Note (SY.DE.TA.) shall initially be deemed the beneficiary of any approved compensation, rather than the instructing party. If the named Sender expressly waives this right in writing, the compensation may then be paid to the Recipient. The above maximum compensation limits shall also apply to shipments for which a value has been declared but which have not been insured in accordance with the provisions set out below. In addition, depending on the value declared by the Sender, any postal item transported within Greece may, at the Sender’s option, be insured against loss, theft, or damage through the insurance company cooperating with GENIKI TAXYDROMIKI for an amount exceeding the statutory compensation limits. The insurance premium shall be equal to 0.6% of the declared value of the shipment. Entitlement to compensation exceeding the statutory limits shall arise only if: the contents of the shipment have been declared at their true value; the shipment has been insured for that declared value; and the applicable insurance premium has been paid in due time. Where the value of the shipment has not been declared and the additional insurance premium has not been paid, no claim for compensation exceeding the statutory limits shall arise. It is expressly agreed that, where the user of the Company’s services (including the instructing party, the Sender, or any third party) insures the shipment with an insurance company other than the insurer cooperating with GENIKI TAXYDROMIKI, the Company’s liability shall in no event exceed the compensation limits established by Decision No. 1182/7 of the Hellenic Telecommunications and Post Commission (EETT), irrespective of the identity of the claimant, including any insurance company exercising rights of subrogation. Where a shipment transported by GENIKI TAXYDROMIKI has been insured under an insurance policy independently arranged by the user of the Company’s services, the insured declares and warrants that such insurance policy includes a waiver of the insurer’s right of recourse (subrogation) against GENIKI TAXYDROMIKI in its capacity as carrier. The insured shall be liable to indemnify the Company for any loss or damage it may suffer as a result of the omission of such waiver from the insurance policy.

Article 9: Exclusions and Limitations of Liability

GENIKI TAXYDROMIKI shall bear no liability whatsoever for compensation in respect of any shipment, regardless of the cause giving rise to the claim, unless all financial obligations owed to GENIKI TAXYDROMIKI have been duly and timely discharged in accordance with the applicable agreement between the parties, including, without limitation, any insurance premiums due. The Company shall be entitled to set off any compensation payable to the beneficiary against any amounts owed by such beneficiary to GENIKI TAXYDROMIKI.

Furthermore, GENIKI TAXYDROMIKI shall not be liable for any delay in the collection, transportation, or delivery of any shipment, nor for any loss, damage, direct or indirect loss, consequential damages, or loss of profit arising from delayed delivery, improper delivery, or non-delivery resulting from unforeseen circumstances or events of force majeure, including, without limitation: a) unforeseen events beyond reasonable human control, such as accidents irrespective of fault, adverse weather conditions, delays affecting means of transport, strikes, war, general or partial mobilization, lockdowns, and similar events; b) any act, omission, or incorrect instructions on the part of the Sender, the Recipient, or any third party having an interest in the shipment; c) the inherent nature or characteristics of the contents of the shipment, which may render them susceptible to damage, deterioration, or destruction; or d) extraordinary circumstances arising from regulatory measures, including, without limitation, extreme weather events and/or public health protocols. In addition, GENIKI TAXYDROMIKI shall bear no liability whatsoever for any direct or indirect loss, consequential damages, or loss of profit arising from delay, non-delivery, damage to, or destruction of a postal item where: the Sender has failed to declare the type, nature, and value of the postal item and such information has not been recorded on the Courier Consignment Note (SY.DE.TA.); or the Sender has failed to issue and provide the tax documentation and any other supporting documents required by applicable law.

GENIKI TAXYDROMIKI shall further bear no liability in any of the cases provided by applicable law or by the individual contract, including where: the postal item has been duly delivered to the Recipient; the Sender has failed to declare the type, nature, and value of the postal item; the contents of the postal item are contrary to or in breach of applicable legislation; the shipment consists of perishable goods, irrespective of whether or not the Company was aware of their nature. The Company shall likewise bear no liability where the Sender has failed to ensure that the shipment has been properly packaged. The Sender expressly warrants the adequacy of the packaging upon tendering the shipment for carriage, and the issuance of the Courier Consignment Note (SY.DE.TA.) shall constitute conclusive evidence of such warranty. Any liability of the Company shall cease upon delivery of the shipment to the Recipient.

GENIKI TAXYDROMIKI shall also bear no liability in the following circumstances:

• Force majeure, as defined under applicable law, including extraordinary events not attributable to any act or omission of the Company, its employees, contractors, or agents, the consequences of which adversely affect the Company’s operations. Force majeure shall also include compliance with mandatory regulatory measures affecting postal services, including, without limitation, lockdowns, extreme weather conditions, public health measures, and strikes. During the occurrence of any such event, the Company shall take all reasonable measures to comply, to the greatest extent possible, with its contractual obligations.
• Proven criminal acts committed at the Company’s premises or involving its means of transport, resulting in the loss, damage, or destruction of postal items.
• Failure by users of the postal services to perform their contractual obligations.
• Acts or omissions contrary to the laws of the State.
• Failure by the Company to perform its obligations where such failure is attributable to the fault, instructions, or wishes of the customer.
• Claims that are demonstrably unfounded.
• Proven fault on the part of the customer or of a third party.

Furthermore, GENIKI TAXYDROMIKI shall not be liable for the total or partial destruction of any postal item in any of the circumstances provided for in Article 2 of Decision No. 1182/7 of the Hellenic Telecommunications and Post Commission (EETT) (Government Gazette, Series II, No. 615/09.02.2026), including, without limitation:

i. force majeure or emergency situations which could neither have been foreseen nor avoided by the postal operator; in such cases, the postal charges paid shall be refunded;

ii. proven criminal acts committed at the Company’s premises or involving its means of transport resulting in the loss, damage, or destruction of postal items; in such cases, the postal charges paid shall be refunded;

iii. damage resulting from the inherently perishable nature of the contents of the postal item or parcel, including, without limitation, food products with expiry dates and pharmaceutical products, provided that the applicable transport conditions have been complied with;

iv. proven negligence on the part of the Sender, including, without limitation, inadequate packaging, inaccurate description of the contents, or incomplete or incorrect Recipient details;

v. shipments containing items whose transportation or possession is prohibited in respect of the Sender and/or the Recipient, or which are classified as non-acceptable items under the Company’s Postal Services Charter;

vi. shipments whose contents are seized or destroyed by the competent authorities;

vii. shipments in respect of which the Recipient has failed to claim or collect the postal item for a period exceeding six (6) months;

viii. shipments that have been delivered to the Recipient where no reservation or complaint has been made within two (2) working days following delivery;

ix. insured postal items intentionally insured for an amount exceeding the actual value of their contents, or where fraudulent intent on the part of the Sender is established with the purpose of obtaining compensation; and

x. acts, decisions, or procedures carried out by the competent Customs Authorities in connection with the inspection or clearance of postal items subject to customs control.

Article 10: Charges and Volumetric Weight

The user of the Company’s services expressly declares that they are aware of and accept the charges applicable to the services as set out in the Company’s current price list, available on the Company’s website at www.taxydromiki.com. The user further acknowledges and accepts that, in accordance with the Company’s price list, the charge for each shipment is determined on the basis of both its weight and its volume. Where the volumetric weight of a shipment, calculated as: Length × Height × Width (in centimetres) ÷ 5,000 exceeds its actual gross weight, the user accepts that the shipment shall be charged on the basis of the volumetric weight, in accordance with the applicable IATA (International Air Transport Association) regulations.

Article 11: Required Documentation

For every shipment transported through GENIKI TAXYDROMIKI that contains goods or other tangible items, the shipment must be accompanied by all documents required by applicable law for its lawful transportation.

Article 12: Undeliverable Shipments

Where a postal item cannot be delivered to the Recipient for any reason whatsoever, the Recipient shall be notified in writing and a second, or where appropriate additional, delivery attempt(s) shall be arranged in consultation with either the Recipient or the Sender. If delivery to the Recipient ultimately proves impossible for any reason, including where the Recipient refuses to accept the shipment, the Sender shall be notified without delay and the shipment shall be returned to the Sender at the Sender’s expense. The Sender shall bear the applicable return transportation charges, without prejudice to the Company’s right to recover any additional loss or damage it may have suffered. Postal items that cannot be delivered to the Recipient and cannot be returned to the Sender shall be deemed permanently undeliverable and shall be disposed of in accordance with the Company’s applicable destruction procedures.

Article 13: Claims, Dispute Resolution, and Jurisdiction

Any claim shall be submitted by the person entitled thereto and must be served in writing upon the offices of GENIKI TAXYDROMIKI within six (6) months from the date on which the Company accepted the shipment. Any dispute may be resolved either through an amicable settlement procedure or through the Dispute Resolution Committee (DRC) established by GENIKI TAXYDROMIKI. Any dispute arising between the user of the services and GENIKI TAXYDROMIKI shall be subject to the exclusive jurisdiction of the competent courts of Athens, Greece. For matters not expressly regulated by these Terms and Conditions, the provisions of the Company’s Consumer Obligations Charter (Postal Services Charter – PSC), as published on the Company’s website at www.taxydromiki.com, shall apply. The user of the Company’s services declares that they have read, understood, and accepted the provisions of the Company’s Consumer Obligations Charter (PSC). For further information, users may contact the Company’s local service branches, its Head Office by telephone at +30 210 485 1100, by fax at +30 210 481 2902, by e-mail at info@taxydromiki.gr, or through any other communication channels made available by the Company.

Article 14: Electronic Consignment Notes and Electronic Signature

Where the Sender makes use of the Company’s electronic system for the issuance of Courier Consignment Notes, the Sender declares that they have read, understood, and accepted these Terms and Conditions. Where deliveries are carried out using a dedicated electronic device connected to the Company’s shipment management and tracking information system, the electronic signature digitally captured from either the Sender or the Recipient through such device shall have the same legal force and effect as a handwritten signature affixed to these Terms and Conditions.

Article 15: Personal Data

Users of the services of GENIKI TAXYDROMIKI S.A., including both the Sender and the Recipient, declare that any personal data and electronic signatures provided to the Company for the purposes of this Agreement are accurate and complete. The Sender and the Recipient further expressly consent to the collection, storage, and processing of such personal data and electronic signatures by GENIKI TAXYDROMIKI solely for the purposes of performing this Agreement.

Article 16: Data Protection and Privacy Policies

GENIKI TAXYDROMIKI maintains both a Personal Data Protection Policy and a Communications Privacy Policy. The full text of the above policies, together with these Terms and Conditions and the Company’s Consumer Obligations Charter (Postal Services Charter – PSC) governing all courier services provided by GENIKI TAXYDROMIKI, as amended and in force from time to time, is published on the homepage of the Company’s website at www.taxydromiki.com.

 

7. LIMITATION OF LIABILITY

 

Where the liability of GENIKI TAXYDROMIKI has been duly established and in the cases provided by applicable law, the Company shall pay compensation in accordance with Decision No. 1182/7688/52/16.04.2013 of the Hellenic Telecommunications and Post Commission (EETT), as amended, entitled “Determination of the Cases in Which Lump-Sum Compensation Is Payable for Deficient Provision of Postal Services”, and in particular as follows:

(a) Total Loss, Theft or Destruction of an Envelope

In the event of the proven loss, total theft, or total destruction of the contents of an envelope, compensation shall be paid as follows:

1. Domestic shipments: an amount equal to ten (10) times the postal charge paid for the shipment, together with reimbursement of the postal charge paid for that shipment.
2. International shipments: an amount equal to five (5) times the postal charge paid for the shipment, together with reimbursement of the postal charge paid for that shipment.

(b) Total Loss, Theft or Destruction of a Parcel

In the event of the proven loss, total theft, or total destruction of the contents of a parcel, compensation shall be paid as follows:

1. Domestic shipments: an amount equal to eight (8) times the postal charge paid for the shipment, together with reimbursement of the postal charge paid for that shipment.
2. International shipments: an amount equal to four (4) times the postal charge paid for the shipment, together with reimbursement of the postal charge paid for that shipment.

In the above cases, the maximum amount of compensation shall not exceed the purchase price or replacement value of the item. The burden of proving the purchase price or replacement value shall rest with the claimant.

(c) Declared Value / Insured Shipments

In the event of the proven loss, total theft, or total destruction of an envelope or parcel having a declared value and duly insured, compensation shall be equal to the declared value of the shipment, together with reimbursement of the postal charge paid for that shipment.

The burden of proving the purchase price or replacement value of the item shall rest with the claimant.

(d) Partial Loss, Theft or Damage

In the event of the proven partial loss, partial theft, or partial destruction of the contents of an envelope or parcel, compensation shall be equal to the actual value of the loss, theft, or damage, provided that such compensation shall not exceed the amount payable in the event of total loss, total theft, or total destruction.

The burden of proving the purchase price or replacement value of the item shall rest with the claimant.

(e) Partial Loss of Declared Value / Insured Shipments

In the event of the proven partial loss, partial theft, or partial destruction of the contents of an insured envelope or parcel with a declared value, compensation shall be equal to the actual value of the loss, theft, or damage, provided that such amount shall not exceed the declared value of the shipment.

The burden of proving the acquisition value of the item shall rest with the claimant.

(f) Return of a Postal Item

Where a postal item is returned due to the fault of the postal operator and the reason for its non-delivery cannot be determined, the user who concluded the postal services agreement and paid the postal charge shall be entitled to reimbursement of the postal charge together with any other related costs paid to the postal operator.

(g) Delay in Delivery

Where delivery of a postal item is delayed due to the proven fault of a postal operator registered in the Postal Operators Register maintained by the EETT, and the delay exceeds three (3) working days after the agreed delivery date, compensation equal to two (2) postal charges shall be payable.

Where the delay exceeds three (3) working days but the postal item is delivered within the following twelve (12) working days, compensation shall be increased by an amount equal to three twelfths (3/12) of the postal charge for each additional working day of delay.

Where the delay exceeds fifteen (15) working days, the postal item shall be deemed lost.

(h) Delivery to an Alternative Collection Point

Where, under the applicable individual agreement, a postal item has been agreed to be delivered to a specified address but is instead deposited at a postal outlet, collection box, Parcel Locker, shop-in-shop collection point, or any other collection point contrary to the delivery conditions set out in the Company’s Consumer Obligations Charter (Postal Services Charter), and without the user’s demonstrable consent by any appropriate means, compensation equal to two (2) postal charges shall be payable.

The limitation of liability through the payment of the above lump-sum compensation shall apply to all claims arising out of the provision of postal services, whether based on contract or tort. Such limitation shall not apply where the breach of contract or tort results from the wilful misconduct of the postal operator or of persons acting on its behalf.

Any compensation for non-pecuniary (moral) damage shall be deemed included within the above amounts. Consequential damages and loss of profit shall not be recoverable.

The postal operator and the user may expressly agree upon higher lump-sum compensation than that provided above.

Where a multiple shipment consists of several postal items addressed to the same Recipient, each postal item shall be treated as a separate shipment and any compensation shall be calculated independently.

In the event of theft, destruction, or loss of transported items, the liability of GENIKI TAXYDROMIKI shall in all cases be limited to the compensation amounts set out above and shall never exceed the applicable statutory maximum.

The above limitations shall also apply where the Sender has declared the value of the shipment but has failed to insure it. Any entitlement to compensation exceeding the statutory limits shall arise only where the value of the shipment has been declared, the shipment has been duly insured, and the Company has been informed of such insurance at the time the shipment was accepted for carriage.

The Sender expressly and unconditionally accepts the above maximum compensation limits and irrevocably waives any further claim against GENIKI TAXYDROMIKI for direct, indirect, consequential, or other damages, including loss of profit, irrespective of the cause giving rise to such claim.

In the event of delayed delivery (provided that such delay is not attributable to force majeure), the Company’s liability shall likewise be limited to the compensation amounts specified above.

Compensation shall be paid to the user who entered into the contract with the postal operator and paid the postal charge or, where such user has expressly waived that right, to the person designated by them (whether the Sender or the Recipient), provided that the postal operator has been duly notified thereof.

Any claim for compensation must be submitted in writing by the entitled party to the Head Office of GENIKI TAXYDROMIKI or to the nearest branch of its network within six (6) months from the date on which the shipment was accepted for carriage.

In any event, the postal operator shall be discharged from any liability arising out of the defective performance of postal services unless written notice of the claim is received within six (6) months from the conclusion of the postal services agreement.

All items that have been totally destroyed and for which compensation has been agreed shall become the property of the Company within five (5) days from the date of such agreement. In the event of partial destruction, the damaged portion of the shipment in respect of which compensation has been paid shall likewise become the property of the Company within the same period.

Approved compensation shall be paid no later than twenty (20) working days from the date on which the compensation claim has been approved.

 

8. CASES OF NON-LIABILITY/EXEMPTION FROM LIABILITY

 

GENIKI TAXYDROMIKI shall use all reasonable efforts and take all necessary measures to ensure the prompt collection, transportation, and delivery of shipments in accordance with its operating schedule.

However, under no circumstances shall GENIKI TAXYDROMIKI be liable for any delay in the collection, transportation, or delivery of any shipment, or for any loss, damage, direct or indirect loss, consequential damages, or loss of profit arising from delayed delivery, improper delivery, or non-delivery resulting from unforeseen circumstances or events of force majeure, including, without limitation:

a) unforeseen events beyond reasonable human control, including accidents irrespective of fault, adverse weather conditions, delays affecting means of transport, strikes, war, general or partial mobilization, and similar events;

b) any act, omission, or incorrect instructions of the Sender, the Recipient, or any third party having an interest in the shipment;

c) the inherent nature or characteristics of the contents of the shipment, which may render them susceptible to damage, deterioration, or destruction; or

d) extraordinary circumstances arising from mandatory regulatory measures, including, without limitation, extreme weather conditions and/or public health protocols.

Furthermore, GENIKI TAXYDROMIKI shall bear no liability whatsoever for any direct or indirect loss, consequential damages, or loss of profit resulting from delay, non-delivery, damage to, or destruction of a postal item where:

• the Sender has failed to declare the type, nature, and value of the postal item and such information has not been recorded on the Courier Consignment Note (SY.DE.TA.);
• the Sender has failed to issue and provide the tax documentation and any other supporting documents required by applicable law.

GENIKI TAXYDROMIKI shall likewise bear no liability in the cases provided by applicable law or by the individual agreement, including where:

• the postal item has been duly delivered to the Recipient;
• the Sender has failed to declare to the Company the type, nature, and value of the postal item;
• the contents of the postal item are contrary to or in breach of applicable legislation;
• the shipment consists of perishable goods, irrespective of whether or not the Company was aware of their nature.

The Company shall also bear no liability where the Sender has failed to ensure that the shipment has been properly packaged. The Sender expressly warrants the adequacy of the packaging upon tendering the shipment for carriage, and the issuance of the Courier Consignment Note (SY.DE.TA.) shall constitute conclusive evidence of such warranty.

Any liability of the Company shall cease upon delivery of the shipment to the Recipient.

GENIKI TAXYDROMIKI shall further bear no liability in the following circumstances:

• Force majeure, as defined under applicable law, including extraordinary events not attributable to any act or omission of the Company, its employees, contractors, or agents, the consequences of which adversely affect the Company’s operations. Force majeure shall also include compliance with mandatory regulatory measures affecting the provision of postal services, including, without limitation, lockdowns, extreme weather conditions, public health measures, and strikes. During the occurrence of any such event, the Company shall take all reasonable measures to comply, to the greatest extent possible, with its contractual obligations.
• Proven criminal acts committed at the Company’s premises or involving its means of transport resulting in the loss, damage, or destruction of postal items.
• Failure by users of the postal services to perform their contractual obligations.
• Acts or omissions contrary to the laws of the State.
• Failure by the Company to perform its obligations where such failure is attributable to the fault, instructions, or wishes of the customer.
• Claims that are demonstrably unfounded.
• Proven fault on the part of the customer or of any third party.

In addition, GENIKI TAXYDROMIKI shall not be liable for the total or partial destruction of a postal item in any of the circumstances set out in Article 2 of Decision No. 1182/7688/52 of the Hellenic Telecommunications and Post Commission (EETT), as amended, including:

• Force majeure or emergency situations that could neither have been foreseen nor avoided by the postal operator. In such cases, the postal charges paid shall be refunded.
• Proven criminal acts committed at the Company’s premises or involving its means of transport resulting in the loss, damage, or destruction of postal items. In such cases, the postal charges paid shall be refunded.
• Damage resulting from the inherently perishable nature of the contents of the postal item or parcel, including, without limitation, food products with expiry dates and pharmaceutical products, provided that the applicable transport conditions have been complied with.
• Proven negligence on the part of the Sender, including, without limitation, inadequate packaging, inaccurate description of the contents, or incomplete or incorrect Recipient details.
• Shipments containing items whose transportation or possession is prohibited in respect of the Sender and/or the Recipient, or which are classified as non-acceptable items under the Company’s Consumer Obligations Charter (Postal Services Charter).
• Shipments whose contents are seized or destroyed by the competent authorities.
• Shipments that remain unclaimed by the Recipient for a period exceeding six (6) months.
• Shipments that have been delivered to the Recipient where no reservation or complaint has been made within two (2) working days following delivery.
• Insured postal items intentionally insured for amounts exceeding the actual value of their contents, or where fraudulent intent on the part of the Sender is established for the purpose of obtaining compensation.
• Acts, decisions, or procedures carried out by the competent Customs Authorities in connection with the inspection or clearance of postal items subject to customs control.

The above limitation of liability through the payment of lump-sum compensation shall apply to every claim arising out of the provision of postal services, whether based on contract or tort, and shall not apply where the breach of contract or tort results from the wilful misconduct of the Company or of persons acting on its behalf.

In any event, the Company shall be discharged from all liability arising from the defective performance of postal services unless the user has submitted a written claim within six (6) months from the date on which the postal services agreement was concluded.

 

9. CUSTOMERS SERVICE

 

Users may conduct business with the Company at its Head Office on every business day between 08:00 and 20:00. Transactions at the Company’s branches throughout Greece shall be conducted during the respective operating hours of each branch. Any requests or complaints submitted by users shall be addressed to the branch with which the user has transacted, which shall be responsible for handling the matter, or to the Head Office of GENIKI TAXYDROMIKI. Complaints may be submitted by contacting the Company’s telephone service centre or by written communication within six (6) months from the date on which the shipment was accepted for carriage, by e-mail, post, fax, or any other communication channel indicated in the contact details published on the Company’s website at www.taxydromiki.com. Depending on the nature of the complaint, the Company shall investigate and respond as promptly as possible and, in any event, no later than twenty (20) working days from receipt of the complaint. GENIKI TAXYDROMIKI shall make every reasonable effort to ensure that its branches are accessible to persons with disabilities and to provide them with the highest possible standard of service through all appropriate means. The employees of GENIKI TAXYDROMIKI and of all branches within its network shall comply with the provisions of the applicable Code of Conduct (Decision No. 687/328/5.4.2013, Government Gazette, Series II, No. 1874/31.07.2013).

 

10. COMPLAINT HANDLING AND DISPUTE RESOLUTION

 

10.1 Submission of Complaints

Users of the Company’s services may submit complaints through the dedicated Complaint Submission Form available in a clearly identifiable section of the Company’s website at www.taxydromiki.com. Upon receipt of each complaint submitted through the online form, GENIKI TAXYDROMIKI shall assign a unique reference number (protocol number) incorporating the date of receipt. The Company shall also promptly send an acknowledgement of receipt to the e-mail address provided by the user, which shall include the unique reference number assigned to the complaint. GENIKI TAXYDROMIKI shall examine each complaint and provide a reasoned written response by e-mail or by post to the postal or electronic address designated by the user as promptly as possible and, in any event, within an exclusive deadline of fifteen (15) working days from submission. The above time limit may be extended only where part of the transportation of the postal item has been undertaken by a foreign postal operator that is not registered in the Postal Operators Register maintained by the Hellenic Telecommunications and Post Commission (EETT), following a duly justified request by the Company. Users who do not have online access to the electronic Complaint Submission Form may submit their complaint in writing at the branch serving them.

10.2. Amicable Settlement

Any dispute arising between users and GENIKI TAXYDROMIKI may initially be resolved through an amicable settlement procedure, consisting of written communication between the user and the Company with a view to resolving the dispute within the framework provided by this Consumer Obligations Charter (PSC) or within such other period as may be mutually agreed by the parties.

10.3. Dispute Resolution Committee

Where a dispute cannot be resolved amicably, it may be referred to the Dispute Resolution Committee. The Committee shall consist of three (3) members of the Company’s personnel and one (1) representative of the users and shall operate in accordance with the applicable legislation. Upon receipt of a written request from the user, the Company shall convene the Dispute Resolution Committee. The user may attend the Committee’s meetings in person or be represented by a duly authorised representative. The Company shall notify the user of the time and place of the Committee’s meetings and of the user’s right to submit written observations where attendance is not possible. Every reasonable effort shall be made to resolve the dispute within twenty (20) working days from submission of the relevant request or within forty (40) working days where additional information or supporting documentation is required. Users of postal services may exercise their rights within six (6) months from the date on which the postal item was accepted for carriage.

 

11. INFORMATION ON THE PROCESSING OF PERSONAL DATA AND PRIVACY OF COMMUNICATIONS

 

GENIKI TAXYDROMIKI considers the protection of users’ personal data to be of fundamental importance. Accordingly, the Company applies a strict policy governing the processing of personal data and the protection of the confidentiality of communications. The Company’s Personal Data Protection Policy and Information Security Policy are available on its website at:
https://www.taxydromiki.com/prosopika-dedomena
https://www.taxydromiki.com/politiki-asfaleias-ton-pliroforion

 

12. OTHER PROVISIONS

 

GENIKI TAXYDROMIKI, as a licensed postal services provider, complies with the applicable provisions of the Regulation on General and Individual Postal Service Authorisations and Conditions for the Provision of Postal Services (Government Gazette, Series II, No. 1670/14.03.2024), as amended by EETT Decision No. 1124/04 (Government Gazette, Series II, No. 5168/12.09.2024), Law 4053/2012, and any legislative or regulatory instrument amending, supplementing, or replacing the foregoing in relation to the provision of postal services. The Company shall also comply with any additional requirements or obligations imposed from time to time by the Minister of Development, Competitiveness, Infrastructure, Transport and Networks, the Hellenic Telecommunications and Post Commission (EETT), or any other competent public authority pursuant to the applicable legislation, including, without limitation, compliance with the fundamental obligations set out in Article 13 of Law 4053/2012.

 

¹ SYDETA Accompanying Express Waybill

² ESPETA Special System for Tracking and Tracing Postal Items 

³ Service point: Post Office or Distribution Point (Business area from which deliveries are made for deposits and deliveries without necessarily co-existing with a post office where customers enter, such as a reception counter, automated post office or a counter in a third-party  store – shop in a shop).