GENERAL TERMS AND CONDITIONS REGARDING THE PROVISION OF POSTAL SERVICES - COMPLAINT RESOLUTION PROCEDURE

Authorization ANCOM SC-CVP-14242 TCE WORDWIDE CURIER ROMANIA

SC TCE WORLDWIDE SERVICES SRL, headquartered in Bucharest, str. Drumul Sabareni no. 24-26, sector 6, registered at the Trade Register, with number J40 / 9876/2010 and fiscal code 27528742, e-mail: international@tceholding.ro, website www.tceholding.ro, represented by Flavian Fecioru for performing postal services according to Government Emergency Ordinance no. 13/2013 on postal services, approved by Law 187/2013, with subsequent amendments and completions, and the Decision of the President of ANCOM no. 313/2017 regarding the general authorization regime regarding the provision of postal services.

1. General Provisions

1.1. These General Conditions represent the general terms of the individual contracts concluded between SC TCE WORLDWIDE SERVICES SRL (hereinafter referred to as “TCE WORLDWIDE” or “Supplier”) and the shippers having as object the provision by the Supplier of the postal services identified in point 2.1.

1.2. The parties may establish, by their agreement, in the special conditions of the individual contracts they will conclude, any other clauses in connection with the provision of the postal services mentioned in point 2.1, in compliance with the mandatory legal provisions.

2. Applicability of the General Conditions

2.1. The General Conditions will apply to the following postal services provided by TCE WORLDWIDE:

• For services included in the scope of universal service:

- Services consisting in the collection, sorting, transport and delivery of domestic and international postal items weighing up to 2 kg (inclusive) (correspondence, printed items);

- Services consisting in the collection, sorting, transport and delivery of domestic and international postal parcels weighing up to 10 kg (inclusive);

- Services consisting in the distribution of international postal parcels with weight limits between 10 kg and 20 kg (inclusive) sent from outside the territory of Romania to an address located on its territory;

- Recommended sending service having as object domestic and international postal items weighing up to 2 kg (inclusive) (correspondence, printed items);

- The service of sending with declared value having as object domestic and international postal items weighing up to 2 kg (inclusive) (mailings, printed) or domestic and international postal parcels weighing up to 10 kg (inclusive), respectively international postal parcels with a weight limit between 10 kg and 20 kg (inclusive) sent from outside the territory of Romania to an address located on its territory.

• For postal services not included in the scope of universal service:

- Services consisting in the collection, sorting, transport and delivery of domestic and international postal items weighing more than 2 kg (correspondence, printed items);

- Mail advertising services having as object domestic and international postal items;

- Services consisting in the collection, sorting, transport and delivery of internal postal parcels with weight limits between 10 kg and 50 kg (inclusive);

- Services consisting in the collection, sorting and transport of international postal parcels with weight limits between 10 kg and 50 kg (inclusive) sent from the territory of Romania to an address outside its territory;

- Services consisting in the distribution of international postal parcels with weight limits between 20 kg and 50 kg (inclusive) sent from outside the territory of Romania to an address located on its territory;

- “Cash on delivery” service;

- “Change of destination” service;

- “Special delivery” service;

- “Confirmation of receipt” service;

- "Express" service.

Type of postal items: domestic and international.

3. The contract for the provision of postal services

• The individual contract between the sender or integrator and the supplier is considered concluded, without the need to draw up a document, by the sender's acceptance of the supplier's offer, under the general conditions for providing postal services established by the provider, when accepting the postal item.

• The general conditions regarding the provision of postal services can be consulted on the provider's website, as well as at any access point served by staff hired or contracted by the provider.

• Any other clauses may be established by agreement of the parties, with or without the elaboration of a document in this respect, in compliance with the mandatory legal provisions.

• The moment of accepting the postal item in the postal network is the moment of taking over the registered or unregistered postal item by the employed or contracted staff of the supplier.

• The moment of acceptance of the postal item may also be the submission of the unregistered postal item in the offices of the supplier or a person authorized by him;

• By taking over by the employed or contracted staff of the supplier the postal item, the supplier acknowledges the observance by the sender of the conditions of acceptance of the postal items.

• The individual contract between the sender or integrator and the supplier ends in one of the following cases:

a) by handing over the postal item to the recipient or returning it to the sender;

b) by agreement of the parties;

c) at the expiration of the retention term provided in art. 6.3;

d) by the fortuitous impossibility of execution, for 6 months, of the contract;

e) by unilateral denunciation by the supplier;

f) by handing over to the sender the value of the good that is the object of the cash on delivery service;

g) by handing over to the sender the proof regarding the delivery to the consignee of the postal item that is the object of the acknowledgment of receipt service.

• The law applicable to the contract is Romanian law.

4. Conditions for acceptance and delivery of postal items

4.1. Maximum weights and dimensions allowed for postal items:

The maximum weight allowed for postal items is 31 kg.

The largest size allowed is 2.5 meters.

The tariff weight is the highest of the real or volumetric weight at a postal item, charging the higher value rounded to one whole kilogram.

The volumetric weight (in kg) of the consignment is calculated according to the formula:

"Width (in cm.) Multiplied by length (in cm.) Multiplied by height (in cm.) All divided by 5000". The maximum dimensions of each package in the consignment must not exceed:

• 0.9 х 0.9 х 0.9 m for the package

• length up to 3 m and diameter 0.2 m for postal items with roll or cylinder shape.

Postal items with dimensions exceeding those described can be taken over for the provision of the postal service only after prior verification of the possibility of taking over / handling / supply / delivery of the supplier. It depends on the type of postal item, the collection address and the delivery address. The price for the delivery of such shipments is additionally negotiated with the user, if it is not provided in the Tariff before taking over the shipment.

4.2. The way of packing or the degree of processing of the postal item:

The shipper will ensure the appropriate packaging, with an opaque coating that does not allow the visualization of the contents, of the shipments before taking them by TCE WORLDWIDE, in order to avoid damage or destruction and to be transported and handled under normal conditions established by the Supplier. . The sender is solely responsible for the proper packaging of the shipment and consequently the only one responsible for the hidden packaging defects that may lead to a deterioration of the contents of the shipment, TCE WORLDWIDE, being absolved of any responsibility regarding such damages.

The packaging and closure of items must be adapted to their volume, weight and content, so as to ensure their protection against damage but also to the inviolability of the postal item.

The packaging of postal items must not contain information of previous shipments (addresses, persons, postal codes, telephone numbers) or barcodes or points, likely to complicate the process of sorting, scanning and registering postal items in the supplier's facilities.

4.3. How to fill in the identification data and the address of the recipient / sender

For any shipment, all specifications regarding that shipment contained in the consignment note (awb) will be completed based on the data provided by the Shipper. The consignment note (awb) is a document with a unique number, according to the supplier's model, completed according to the data provided by the user. This document can be on paper or in electronic format in the information system of the supplier. The number of this document must be placed on the package representing the identification element of the postal item.

The sender's signing of the consignment note (awb) confirms the specifications contained in the consignment note (awb) and certifies that the Sender assumes full responsibility in case the specifications are inaccurate or incorrect, etc. In all cases where required by law, the Shipper shall provide TCE WORLDWIDE or its representatives with accurate and complete information regarding the goods shipped. The sender will also provide TCE WORLDWIDE with the full and correct name and address of the recipient, mentioning, if any, the name and telephone number of the contact person and / or another person authorized to pick up correspondence on behalf of the recipient. . For shipments with the cash on delivery service, it is mandatory to fill in the sender's data according to the above requirements, clearly mentioning the value of the refund to be collected by the Supplier.

Signatures can be:

1. Autograph signature applied on the paper copy of the documents;

2. Electronic signature, applied on the electronic version of the documents, without the need to print them on paper.

4.4. The minimum number of postal items that may be the subject of the postal service is 1 (one), except for the mail advertising service where the minimum number is 500 items.

4.5. Postal items that can be refused for collection

Excluded from collection, sorting, transport and delivery: postal items consisting of goods whose transport is prohibited by the legal provisions in force, or even only for a portion of the route, postal items whose packaging has inscriptions that are contrary to public order or good morals, as well as postal items consisting of goods that contravene public order or good morals if deposited unpackaged or with packaging that allows viewing the contents, weapons, ammunition, narcotics, toxic, flammable substances or goods prohibited by law, or for whose transport special authorizations are required.

4.6. The maximum limit of the reimbursement, respectively of the declared value

a. for the Cash on Delivery service, the maximum acceptance limit for sending the postal item is RON 4,999.

b. for the declared value service, the maximum acceptance limit for sending the postal item is 20,000 Ron.

4.7. The currency (allowed) in which the collection can be made, respectively the payment of the sums of money in case of the Cash on delivery service is RON.

4.8. The area where the postal services take place

TCE WORLDWIDE ensures the delivery of postal items throughout Romania as well as in the intra-Community space through its own distribution system or through any form contracted by TCE WORLDWIDE SERVICES.

4.9. Proof of the identity / quality of representative of the sender / recipient of the person who submits / picks up the postal item at the access / contact point served by the staff.

• The proof of the identity / quality of representative of the sender who submits the postal item to the access point served by the employed or contracted personnel of the Supplier is the identity document.

• Proof of the identity / quality of representative of the recipient who takes over the postal item from the contact point served by the staff employed or contracted by the Supplier is the identity document.

4.10. Methods of payment for the postal service.

The prices of the postal services provided by the Supplier are established by him in his own Tariff or will be agreed with the Sender and expressly mentioned in the special conditions of the individual contract concluded with the Sender. The prices established in the special conditions of the individual contract will not be able to exceed the level of those indicated in the own Tariff. The payment of the postal services performed by TCE WORLDWIDE can be made both by the Sender and by the Recipient or Third Party in cash or by bank transfer, under the conditions and terms established by the Supplier with the User.

The secrecy of postal items is inviolable, the retention, opening or disclosure of the contents of postal items being allowed only under the law.

4.11. TCE WORLDWIDE provides the registered delivery service whose particularities consist in offering a flat-rate guarantee against the risks of loss, theft, total or partial destruction or damage of the registered postal item and in issuing, upon request, after depositing or delivering the postal item, a proof of delivery of the postal item or delivery to the consignee, without being confirmed in writing by the consignee.

The sender may request the issuance of proof of submission of the postal item or delivery to the consignee within 9 months from the date of its submission in the TCE WORLDWIDE network. agreed method (eg fax, e-mail, etc.) without incurring additional costs for the sender.

4.12. TCE WORLDWIDE provides delivery services with declared value, services whose particularities consist in insuring a postal item against loss, theft, total or partial destruction or damage, for an amount that cannot exceed declared value by the sender, and in issuing, at request, proof of submission of the postal item.

The deadline within which the sender may request proof of the submission of the postal item that is the subject of a declared delivery service is 9 months from the date of its submission, TCE WORLDWIDE having the obligation to communicate that proof within a maximum of 30 days from the date of the request, by a method agreed with the sender or integrator (eg fax, e-mail, etc.), without incurring additional costs for the sender.

5. Quality conditions

TCE WORLDWIDE has the obligation to comply with the quality standards provided by law for the services in the field of the service it intends to provide, insofar as the fulfillment of these obligations is not prevented by cases of force majeure, accident or fault of the Sender and / or To the recipient. So:

• TCE WORLDWIDE has the obligation to ensure delivery to Recipients within the deadlines provided for each service.

• TCE WORLDWIDE ensures the delivery of shipments in optimal conditions.

• The quality standards for the postal services having as object internal postal items and intra-community postal items are published on the Supplier's website.

5.1 Delivery times

5.1.1 For all postal services, except the Express service:

a) For domestic shipments the delivery times are:

- 1 working day in the same locality;

- 2 working days between the county and intra-county residences;

- 3 working days between any other locality;

b) For international shipments the delivery times are:

- 10 working days for intra-community destinations;

5.1.2 In the case of the Express service, the following delivery times are established:

a) For domestic shipments the delivery times are:

- 12 hours in the same locality;

- 24 hours for intra-county deliveries or between county residences

- 36 hours between any other two localities on the Romanian territory.

The program in which the internal postal items that are the object of the Express service can be taken over is from Monday to Thursday, between 8.00 and 14.00.

b) For international shipments, the time while the postal item is on the territory of Romania, may not exceed the limits provided in 5.1.2 letter a).

In the case of international shipments, the time during which the postal item is outside the territory of Romania may not exceed 120 hours.

In case of exceeding these delivery times, TCE WORLDWIDE is liable to the user by refunding a percentage of 20% for every 6 hours of delay.

5.1.3 The deadline for returning to the sender the proof regarding the delivery of domestic and international postal items, which are the subject of the acknowledgment of receipt service, is 2 working days from the date of delivery of the item to the recipient.

5.1.4 The term for returning to the sender the value of domestic and international postal items, which are subject to the Cash on Delivery service, is 3 working days from the date of delivery of the postal item to the recipient.

5.2. Supplier's liability

5.2.1. TCE WORLDWIDE is responsible for shipments sent through the services indicated in art. 2.1. If the deliveries are not made within the declared term, due to causes attributable to him, TCE WORLDWIDE will compensate the client by returning the collected tariff or the free delivery of the shipment, as the case may be. The Supplier does not assume responsibility for deliveries made late due to causes not attributable to the Supplier or due to the occurrence of cases of force majeure, fortuitous cases, etc.

TCE WORLDWIDE will be liable to the Shipper, in connection with its shipments, with the exceptions indicated above, as follows:

a) in case of loss, theft or total destruction:

1. with the full declared value, for a postal item which is the subject of a forwarding service with declared value, including whether or not that postal item is the subject of a cash on delivery service;

2. with the value of the refund, for a postal item that is the subject of a cash on delivery service without declared value;

3. with the amount representing 5 times the service tariff, for the postal items that are not the object of a sending service with declared value or of a cash on delivery service;

b) in case of loss or partial destruction or damage:

1. with the declared value for the missing, destroyed or damaged part or with the share corresponding to the weight missing from the declared value, for the postal items that are the object of a sending service with declared value;

2. with the amount representing 5 times the service tariff, in case of partial loss, partial destruction or damage to the postal items that are not the object of a sending service with declared value;

c) in the case of a consignment which is the subject of a cash on delivery service, the postal service provider shall be liable with the full value of the refund for the situation in which it has not returned to the sender its full value or with the corresponding difference up to its full value. the refund was partially collected from the recipient.

At the amounts provided for in point 5.2.1. LIT a) and b) is added the penalizing legal interest that flows from the moment of introducing the preliminary complaint or, as the case may be, of introducing the request for summons, regardless of which of these moments intervenes first.

The complete loss of content is equivalent to the loss of the postal item.

If the sender has declared a lower value than the real one, the compensation is at the level of the declared value.

In addition to the compensations provided for in point 5.2.1. LIT a), the fees collected upon submission of the postal item are also refunded.

In case of non-performance of the services that constitute additional characteristics of the postal services, nominated by the sender through special indications, only the tariffs collected in addition to the applicable tariff for the standard postal service are refunded.

In case of loss of proof regarding the delivery of the registered postal item, confirmed in writing by the recipient, the postal service provider has the obligation to prepare and make available to the sender a duplicate of the delivery proof.

5.2.2. The postal service provider is exonerated from liability in the following situations:

• the damage occurred as a result of the deed of the sender or the recipient;

• the shipment was received without objection by the recipient, except for complaints regarding the loss, theft, damage or total or partial destruction of the contents of the postal item;

• the damage occurred as a result of a case of force majeure or fortuitous event; in this case the sender has the right to a refund of the paid tariffs, except for the insurance tariff.

5.2.3. TCE WORLDWIDE is responsible for international postal items in accordance with the provisions of international agreements in the postal field to which Romania is a party, except in cases where there are no such international agreements, in which case it will respond according to national legislation applicable to domestic postal items.

6. Delivery of postal items. Terms of keeping postal items.

6.1. The delivery of postal items is done in the ways provided by the applicable legislation, with the following specifications:

a) the parties agree that they will be handed over to the personal recipient at his address or in one of the contact points of the supplier, in case this is not possible, to a person authorized to receive the postal item. Delivery to the authorized person will be mentioned in the consignment note (awb);

b) if the consignee refuses to receive the shipment and / or to sign the receipt, this circumstance will be indicated by the Supplier in the consignment note (awb);

6.2. Except for the Express service and the Special Delivery service, if the postal item cannot be delivered to the recipient, it will be notified, and the postal item in question will be kept at the contact point of the Supplier, for delivery to the recipient, for a period. 7 days from the date of approval. Any consignment that cannot be handed over to the recipient for one of the reasons provided by law, will be returned to the sender's address, at his expense, within 30 days from the expiration of the approved period or the delivery attempt, as the case may be.

6.3. After the expiration of a period of 9 months from the date of submission of the postal item and which represents the retention period of the postal items that could not be delivered to the recipient or returned to the Sender, unclaimed postal items pass from the Sender's property to the Supplier's property. The Supplier has the right to establish additional tariffs for keeping the postal item at the disposal of the Sender or Recipient at its access points, except for the approved period. After the expiration of the retention period, the Supplier will also be able to destroy the postal item, with prior notice to the Sender, if this is possible. The Supplier will draw up a report on the destruction of the goods which will be made available to the sender upon request, representing the unloading from the Supplier's management of the postal item;

6.4. The Supplier has the right to refuse the delivery to the Recipient of the postal item in the cases provided by the applicable legislation and / or in the decisions of the competent monitoring authorities. The responsibility for the content of the shipment submitted closed rests solely with the Sender, under the conditions provided by law;

6.5. The supplier may destroy the postal item that has produced or may imminently cause significant damage to persons, the environment, the facilities used or other postal items, with the sender's information, if possible. In this case, the contract is terminated by unilateral termination by the supplier. The burden of proof lies with the supplier.

7. Complaints resolution mechanism

7.1. The complaint can be submitted both by the Sender and by the Recipient.

The complaint may be submitted in person or sent by mail, with acknowledgment of receipt, to any of the TCE WORLDWIDE offices, by e-mail to international@tceholding.ro or by telephone to 0726333332, regarding the postal services provided by the Supplier. The complainant is notified of the number under which the Complaint was registered in the same manner in which it was transmitted by the user or in the manner expressly requested by him in the complaint, for example: by handing over the registration number, if the complaint was submitted in person, by signing the acknowledgment of receipt, in case of complaint through a postal service with acknowledgment of receipt or by communicating the registration number by sms / e-mail to the telephone number / e-mail address from which the complaint was received .

In the case of a complaint submitted in person, the procedure will be as follows:

a. if it is a natural person, the complaint will be submitted personally by the user or by another person expressly authorized by the user;

b. in the case of a legal person, by the legal representative of the respective legal person or by another person expressly empowered in this respect by the legal representative.

In this case, the Claimant's registration number of the Claim will be communicated on the spot.

Complaints are made individually, for each postal item separately, not cumulatively, by number of parcels, even if they belong to the same user.

Complaints must indicate the physical postal address or email to which the petitioner wishes the TCE WORLDWIDE response to be sent, as TCE WORLDWIDE will respond to the complaint submitted by the user, in writing, to the physical address or email mentioned by him in the complaint.

7.2. Deadline for filing a complaint. The term for resolving the complaint.

7.2.1 The deadline for submitting the complaint is 6 (six) months from the date of submission of the shipment.

For any complaint submitted by the Sender or Recipient, a commission composed of 2 members will be drawn up, which will analyze the evidence submitted by the Sender or Recipient. The following are accepted as evidence: copies of documents signed by both the Supplier and the User, minutes of delivery-receipt concluded between TCE WORLDWIDE, its suppliers or subcontractors and the Sender or Recipient, as well as any other evidence that will be appreciated by to the Commission that they can lead to the resolution of the complaint.

7.2.2 The term for resolving any complaint is a maximum of 3 (three) months from the date of filing the complaint.

If a claim is considered substantiated, the term in which a damage can be reimbursed or compensated is a maximum of 35 days for postal services included in the scope of universal service, respectively a maximum of 75 days for postal services not included in the scope of universal service, term calculated from the date of solving the complaint, but not exceeding the term of 3 months mentioned above.

The payment of the damage can be made in cash at the TCE WORLDWIDE headquarters or by bank transfer to the account of the entitled user, depending on his preference.

The postal service provider who took over the postal item is liable to the user for the damage caused, if these circumstances occurred between the time of sending the item and the time of delivery to the Recipient.

TCE WORLDWIDE SERVICES SRL

Fecioru Flavian Mihai                                                               Bucharest 2024