General Terms and Conditions of the GLS Hungary
pertaining to parcel forwarding and management
General Logistics Systems Hungary Parcel-Logistics Kft.
Headquarters, business premises, central Customer Service Office:
GLS Európa u. 2.
hereinafter: GLS Hungary
GENERAL BUSINESS CONDITIONS PERTAINING TO PARCEL DELIVERY AND MANAGEMENT
These General Business Conditions include the detailed terms and conditions for the Service Provider’s postal services that do not substitute the universal domestic and export postal service. These General Business Conditions also apply to postal services that do not substitute the universal import postal service in the cases and with the content set forth herein.
These General Business Conditions shall be valid for all the activities of GLS Hungary, including primarily the undertaking of domestic and export parcel-forwarding tasks, the collection, loading, unloading, handling and reloading of parcels, the temporary storage of parcels in the case of failed delivery, as well as the administration of the delivery of export parcels within countries belonging to the network of GLS General Logistics Systems. These General Business Conditions shall apply exclusively to tasks covered by contracts concluded with GLS Hungary, and therefore they shall not apply to import parcel forwarding in the case of which the Client enters into a contract with a partner of GLS Hungary in accordance with the General Business Conditions of the foreign partner.
These General Business Conditions are based, in the case of the forwarding of goods not classified as postal services, on the Hungarian General Forwarding Conditions (MÁSZF), the CMR (Convention on the Contract for the International Carriage of Goods by Road, signed in May 1956 and amended by the CMR Protocol signed in Geneva on 15 July 1978), the Montreal Protocol, and in the case of the forwarding of parcels classified as postal services, Hungarian Act CLIX of 2012 on postal services (hereinafter: Postal Act), and Govt. Decree 335/2012 (XII.4.) on the detailed rules of the provision of postal services and of postal services relating to official documents, and on the general contractual terms of postal service providers and on consignments that are excluded from the postal service or that may only be carried subject to conditions.
With respect to the services falling under the effect of the Postal Act, the supervisory authority is the National Media and Infocommunications Authority.)
Contact details of the National Media and Infocommunications Authority:
Seat: 1015 Budapest, Ostrom u. 23-25.
Contact details of Customer Service:
Address: 1133 Budapest, Visegrádi u. 106.
Address for correspondence: 1376 Budapest, Pf.: 997.
The Service Provider’s name and details:
GLS General Logistics Systems Hungary Kft.
Seat: 2351 Alsónémedi GLS Európa u. 2.
(Hereinafter: “Service provider” or “GLS” or “GLS Hungary”)
Cited statutory regulations and their abbreviations:
Act V of 2013 on the Civil Code (hereinafter: Hungarian Civil Code)
Act CLV of 1997 on Consumer Protection (hereinafter: Consumer Protection Act)
Act CLIX of 2012 on Postal Services (hereinafter: Postal Act)
Govt. Decree 335/2012 (XII.4.) on consignments that are excluded from the postal service or that may only be carried subject to conditions
REGULATION (EU) 2016/679 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation, hereinafter: GDPR)
Government Decree 178/2017 (VII. 5.) on the proclamation of Annexes A and B to the European Agreement on the International Carriage of Dangerous Goods by Road and on certain aspects of its domestic application, and the Decree 61/2013. (X. 17.) NFM of the National Development Ministry on the domestic application of Annexes A and B to the European Agreement concerning the International Carriage of Dangerous Goods by Road (ADR) (together: ADR Regulation)
Legislative Decree no. 19 of 1979 on the proclamation of the European Agreement on the International Carriage of Dangerous Goods by Road
Regulation (EU) no. 524/2013 (21 May 2013) of the European Parliament and of the Council on online dispute resolution for consumer disputes and amending Regulation (EC) No. 2006/2004 and Directive 2009/22/EC (Regulation on consumer ODR)
1.1. Rules of the Postal Service Agreement
GLS Hungary provides postal services that do not substitute for the universal domestic and export postal service, to Clients and senders who enter into postal service agreements with GLS Hungary in respect of the use of such services. Unless otherwise agreed by the Parties, the Clients shall subsequently pay the service fees periodically, by bank transfer, on the basis of the service ordered by the Client (sender).
The applicable effective general business conditions of GLS Hungary are incorporated into the contract through the entry into force of the service agreement.
The Client’s terms of business or general terms of contract shall not become a part of the contract, even upon acceptance of an order for use of the service.
Should the Parties enter into a long-term agreement or other individual contract, the provisions thereof shall take priority. With respect to matters not regulated in the long-term agreement/individual contract, the provisions of these General Business Conditions shall apply.
For issues not covered by the Individual Contract or these General Business Conditions, the provisions of the Postal Act and the regulations issued on the basis of the authorisation of the Postal Act (including the rules of the Government Decree) shall apply for domestic parcel services. In matters not regulated by these laws, the rules of the Civil Code shall apply. The rules of the Civil Code can be applied within the framework provided by the Postal Act.
With respect to the carriage of products not covered by the Postal Act, in matters not covered by the Individual Contract or these General Business Conditions, the provisions of the relevant European Union regulations or international agreements, in the absence of these, the provisions of the Civil Code, MÁSZF, the CMR (Convention on the Contract for the International Carriage of Goods by Road, Geneva, May 1956 and Protocol of 15 July 1978, Geneva), and the Montreal Protocol shall apply.
GLS Hungary only forwards carriage-paid parcels, that is, in all cases the Client pays the fee for the service.
These General Business Conditions define the products, the obligations undertaken by GLS Hungary as service provider, and all those conditions the performance of which is required from the Client in order that GLS Hungary may perform the forwarding of parcels at the appropriate standard of quality.
GLS Hungary – unless otherwise specified by the Sender or the Client – provides door-to-door delivery, and operates communication devices and an organisational apparatus that enables Clients to obtain answers to all inquiries they may have in relation to parcel delivery, either over the phone or via the internet.
GLS Hungary may use a contributor for the provision of postal services, who shall perform this activity on behalf of, for the benefit of and under the responsibility of the Service Provider. The service provided by GLS Hungary includes intermediated service (sub-contractor performance), however, GLS Hungary’s technology ensures parcel traceability throughout the process.
1.2. Conclusion of the Postal Service Agreement
GLS Hungary performs the parcel-forwarding service strictly on the basis of a valid and effective contract (Postal service contract).
A postal service contract may be concluded between the Service Provider and the Client (sender) for occasional delivery and regular delivery.
In the case of regular delivery, GLS Hungary shall enter into a contract with the Client, in which it undertakes to continuously perform, during the term of the Contract, the deliveries requested by the Client or deliveries posted by persons other than the Client on their own behalf through the online platform operated by the Client. In this case, an Individual contract is concluded between the Client and the Service Provider, which shall contain the main elements of the legal relationship between the Parties. The contract may be entered into in the usual form, in writing or by accepting the offer. In respect of a given parcel, the contract is entered into between the Client / Sender and GLS Hungary by accepting this parcel or by committing to the service.
An ad hoc contract may be concluded to cover individual deliveries.
However, fulfilment by GLS Hungary, including acceptance of the parcel, is always subject to the condition that the Client (the sender) holds a sufficient number of parcel tickets issued by GLS Hungary for posting the parcels or produces parcel tickets and shipping information in accordance with GLS Hungary’s system and always applies these for sending parcels.
1.3. Refusal to conclude a contract or continue fulfilment
GLS Hungary must refuse to enter into the contract if
(a) performance of the contract is contrary to a statutory regulation or to a regulation proclaiming an international treaty concluded under the Universal Postal Union Statute or an agreement concluded pursuant thereto;
(b) the contents of the parcel are obviously injurious to or endangering life, health, physical integrity or the human environment;
(c) parcels which are conditionally carried do not comply with the requirements applicable to such items; or
d) the packaging of the parcel does not comply with the requirements of these General Business Conditions.
If any of the above facts becomes known to GLS Hungary after the conclusion of the contract, it is obliged to refuse to provide the service (or to continue it) and to inform the Client (sender) thereof. The additional costs incurred due to the returning of the parcels to the Client (sender) or any other place, and due to any measures taken by authorities, shall be borne by the Client (sender).
GLS Hungary shall be subject to the above obligation in connection with the defective packaging of the parcel if the non-compliance of the packaging of the parcel with these General Business Conditions is evident at the time of picking up the parcel.
2. Customer Service Office
GLS Hungary maintains a Customer Service Office at its headquarters, which is open from 7 a.m. to 6 p.m. on working days, and, based on the parcel reference numbers, provides information on deliveries (IOD) and sends proof of delivery (POD) to the Client upon request, and handles any complaints related to parcel delivery.
The Customer Service Office can be reached:
by phone on +36 29 88 66 70
by fax on +36 29 88 66 10
by email at firstname.lastname@example.org, email@example.com, and firstname.lastname@example.org.
Information related to the delivery status of parcels can be requested from the second working day following parcel dispatch, on the www.gls-group.eu website, using the Track&Trace function, based on the parcel reference number.
GLS Hungary maintains a separate Customer Service for the recipients, which provides information to and receives complaints from recipients based on parcel number. The contact details of the Customer Service Office can be found at: https://gls-group.eu/HU/hu/gls-reklamacio.
3. Enquiries, management of complaints
The Client or its representative may make enquiries at the Customer Service Office based on the parcel number, and may request the parcel information specified later on (information on delivery, IOD), as well as a delivery certificate (proof of delivery, POD). The parcel information (IOD) service, in the case of parcels dispatched within the last 3 months, is provided immediately, and the delivery certificate (POD), in the case of parcels dispatched within the last 3 months, is sent within 4 hours. After this, the parcel information is kept available for a further one year, but the deadline for providing the information lengthens to 3 working days.
Delivery certificate copies (POD) may be requested free of charge up to 5% of the monthly average parcel volume.
The POD is available from the working day following delivery.
In the event of delivery to a GLS ParcelLocker, only IOD may be requested.
3.2. Report a complaint
Any report in which the complainant states that the service provided by the Service Provider does not, either in part or in its entirety, comply with the statutory regulations or with the terms set out in these General Business Conditions shall be deemed a complaint.
A complaint related to the provision of the postal service can be made using one of the contact details below:
GLS General Systems Hungary Kft.
Customer Service (Customer Service Office)
Tel.: (+36 29) 88 66 70
Fax: (+36 29) 88 66 10
The Customer Service Office is available on working days between 7.00-18.00 hours.
Contact details of the Customer service provided to the addressees:
For out-of-court settlements of disputes related to obligations arising from online service contracts, consumers can also use the online dispute resolution platform operated by the European Commission. More information on this is available via https://gls-group.eu/HU/hu/gls-reklamacio.
Complaints must be sent to the above contact details. Complaints by phone can only be made at the time specified on the above website. The Customer Service Office receives the complaints, ensures that they are investigated and that the relevant corrective measures are taken, and informs the complainant accordingly. If the complaint affects, or may affect, the Service Provider's liability for damages, it is forwarded to GLS Hungary’s damage claims administrator for processing.
When reporting a complaint or a claim for damages, or otherwise communicating with the Service Provider, the complainant must avoid the use of obscene, vulgar or other language that is offensive to others. If the complainant does not refrain from the use of offensive language, the Service Provider is entitled to cease communication with the complainant.
Complaints can also be entered in the Customers’ Book at GLS Hungary’s headquarters and delivery depots and at other postal service points.
A complaint may be reported within a maximum of 6 months from the day of dispatch if it concerns the consignment, or within 30 days if it concerns an activity that was found objectionable, but certainly not later than within 6 months following the time that the activity was conducted.
3.3. Investigation of the Complaint by the Service Provider
In the case of domestic services and services delivered to Member States of the European Union the Customer Service Office addresses in writing all the complaints and observations within the shortest possible time, but certainly not later than within 30 days from receipt of the complaint. This deadline may be extended once by a further 30 days, provided that the complainant is notified at the time.
The Service Provider shall inform the complainant of the result of the complaint investigation in writing; in the case of domestic services, immediately, and in the case of international services, within fifteen days of receipt of the information from the foreign service provider. If the foreign service provider is late in sending the information, the Service Provider shall not be liable for any delayed response, provided that it has done all within its power to ensure that the data or information to be obtained is made available in due time.
If the postal service provider fails to answer the complaint within the deadline, or if the answer is not acceptable to the complainant, then the complainant may, within 30 days of receipt of the reply or, if there is no reply, following the expiry of the deadline for replying, contact the National Media and Infocommunications Authority requesting an investigation of the compliant or of the handling of the complaint.
The complaints are registered and the causes of the errors, if any, are eliminated in accordance with the stipulations of the ISO-certified quality management system.
4. Purpose and geographical validity of the General Business Conditions: rules relating to import parcels, the services provided by GLS Hungary
4.1. The general rules relating to import parcels (dispatched abroad for delivery in Hungary) accepted by GLS Hungary from its foreign partners are as follows:
- The delivery costs of imported parcels shall always be borne by the sender and GLS Hungary shall not invoice a transport fee to the recipient.
- There is a contractual relationship between the Sender and the foreign partner of GLS Hungary.
- When taking receipt of import parcels, GLS Hungary does not check compliance with the requirements relating to the addressing of the parcels, and attempts delivery on the basis of the data displayed on the packaging. In the event of an unsuccessful delivery attempt, GLS Hungary's foreign partner receives written notification, and all further steps are taken on the basis of the instructions given by GLS Hungary's foreign partner; in the absence of such instructions, on the 10th working day following the unsuccessful delivery attempt, GLS Hungary redirects the parcel to the Sender.
- In possession of the parcel number, the addressee may modify the delivery address indicated on the parcel, and request delivery of the parcel to a different address.
- The addressee may assert a damage claim if the parcel has been delivered to him or another authorised recipient and the title of ownership of the parcel has thus passed to the addressee, or if the addressee proves that (i) the sender assigned such title to him; or (ii) the parcel was the property of the addressee. GLS Hungary is obliged to accept as a certificate the confirmation of a distance contract provided to it, as consumer, by the company based on the law, in which the full amount paid as consideration in relation to the sale of the product is also specified, and in this case no additional fee is stipulated to be paid by the addressee in relation to the parcel upon delivery. The damage claim will be assessed, in accordance with the terms of the contract concluded between the sender and the foreign partner of GLS Hungary, within 30 days from its submission.
- The duration of the investigation of the complaint may be extended once by thirty days, at the same time notifying the complainant.
- The special rules relating to the customs clearing of parcels arriving from abroad are specified in the customs laws. GLS Hungary notifies the addressee of the parcels that require customs clearing, and the addressee makes a declaration in writing on the type of customs clearing and agrees to pay the costs related to the customs clearing.
- If the complainant does not accept the amount of compensation determined by GLS, and he is classed as a consumer under the Consumer Protection Act, then he may contact the Arbitration Board with jurisdiction in the area in which he lives or temporarily resides. Contact details of the Arbitration Boards: http://www.bekeltetes.hu.
- If the complainant does not accept the compensation procedure conducted by GLS, he may contact the National Media and Infocommunications Authority email@example.com or, if he is classed as a consumer under the Consumer Protection Act, then the Arbitration Board with jurisdiction in the area in which he lives or temporarily resides. Contact details of the Arbitration Boards: http://www.bekeltetes.hu.
4.2. The products and services provided by GLS Hungary:
- domestic, 24-hour BusinessParcel and BusinessSmallParcel delivery service (delivery on the day following pick-up, information on the transit time),
- export parcel delivery to EU member states and to Turkey, Norway and Switzerland, in cooperation with the GLS Hungary General Logistics Systems network,
- the import of parcels sent by the members of the GLS Hungary General Logistics Systems network to Hungary from the above countries, the customs clearance of the parcels in accordance with the addressee’s instructions, and delivery of the parcels.
A rapid and efficient door-to-door parcel delivery service. Within Hungary, we deliver the parcels, collected from any town or village, during working hours (between 8 a.m. and 5 p.m.) on the working day after the day of pick-up. The second delivery attempt is free of charge.
Delivery of urgent parcels to deadline, by noon on the day after the day of pick-up at the latest. Only available in certain towns; a list of these towns is available on the GLS Hungary website. In the event of a delay attributable to an error on the part of the service provider, the transport fee and the special service fee shall be credited as fixed-amount compensation.
BusinessSmallParcel and ExpressSmallParcel
Special parcel handling for parcels under 2 kg: separate sorting, carriage in special crates, regular small-parcel specification using the GLS template.
Domestic and export parcel forwarding – In accordance with the request of the Sender, GLS Hungary performs the pick-up of the parcels at the location specified by the Client, and the delivery of the parcels, keeping them constantly under its surveillance from pick-up to final delivery. The Sender can also keep track of the consignment as well as the information related to the consignment, and the proof of delivery is retrievable at any time (within the limitation period). In the event of an unsuccessful delivery attempt, if the addressee or the authorised recipient is not at the delivery address, a notice regarding the arrival of the parcel is left in the addressee’s post-box. If this is not possible, the notice is left at the delivery address. In the event of a change of address, GLS Hungary also undertakes to clarify the address and to deliver the consignment to the clarified address. The service includes the second delivery attempt following an unsuccessful delivery. At the Sender’s or the addressee’s instruction, the parcel will be delivered to a new address, or to the original address at a different time.
In relation to the transport of export parcels, in the event it is no longer wished that the consignment should be delivered, then the sender may withdraw the order to convey or deliver the consignment to the addressee. GLS Hungary will always forward such requests to the “Partner Country” but cannot guarantee that it will be complied with, so it will not undertake any obligation to return the shipment after accepting it.
EuroBusinessParcel and EuroBusinessSmallParcel
Reliable, rapid and efficient road-based door-to-door parcel forwarding with advantageous transit times in 37 European countries. Export parcel forwarding (international parcel forwarding service) is performed by the foreign contracted partners of GLS Hungary, ensuring that the consignment remains under the surveillance of GLS Hungary from collection to delivery and that the information related to the consignments as well as the proof of delivery can be retrieved at any time (within the limitation period). With respect to export parcels, the transit time (excluding customs clearance, from the time of pick-up until the consignment arrives at the depot of the target country performing the customs clearance) varies by target country, from 1 to 7 working days following pick-up. The provisions, restrictions or prohibitions valid in the destination countries with respect to the content and addressing of export parcels may differ. It is the Sender's responsibility to ascertain whether there is any barrier to the carriage of the given product in the addressee country. The time required for customs clearance varies according to the local regulations, and the related charges are borne by the Client or the addressee. If the addressee does not perform its payment obligation related to customs clearance in the case of an export parcel, GLS Hungary will charge these costs to the Client. In the event of a change of address, GLS Hungary undertakes to clarify the address and to perform delivery to the clarified address. The service includes the second delivery attempt following an unsuccessful delivery. In certain countries, following the first unsuccessful delivery attempt, the parcel is delivered to the neighbour without the permission of the addressee, or is stored at the GLS ParcelShop nearest to the addressee’s address (specified delivery address), from where it is to be collected by the addressee himself. If the addressee fails to collect the parcel by the deadline indicated in the relevant notice, the parcel will be returned to the Sender without another delivery attempt. In certain countries, based on the prior written instruction of the addressee, the parcel may also be delivered without signature. The parcels are always delivered in accordance with the regulations applicable in the target country. When investigating complaints related to export parcels, the terms of business valid in the target country shall apply. The contact details of GLS’s foreign partners and the terms and conditions of carriage valid in the given countries are available on the https://gls-group.eu/EU/en/home website.
A transparent and safe means of sending parcels to countries outside the European Union. Following customs clearance, the parcels are forwarded to their addresses by air in the FedEx (IATA Air Cargo Agency) system.
Prohibitions and restrictions on imports may differ from country to country. Pursuant to section 2, subsection d. of Govt. Decree 335/2012. (XII. 4.), the Client is responsible for enquiring as to whether the destination country will accept the goods to be sent, or the Client may also enquire about this at GLS Hungary’s Customer Service Office over the phone. The Client may view the rules relating to prohibitions and restrictions on imports on the following website: [https://www.nav.gov.hu/nav/vam/vaminformaciok]
In the case of a parcel sent abroad, GLS Hungary bears no liability in connection with prohibitions (restrictions) on imports in effect in the country of the addressee and countries participating in the handling. Furthermore, the Client is obliged to ascertain that there is no impediment to sending the goods by air.
4.3. Value-added additional services available to domestic Clients for a separate fee:
Contactless Delivery - Due to the intensive spread of the COVID-19 coronavirus in Europe and Hungary, GLS introduces unsigned delivery as a preventive measure from 19/03/2020 until the special legal order is in place to protect the health of Couriers, Senders and Addressees.
The service can be ordered in writing either by a GLS Hungary contracted partner (Client) or the addressee of the parcel. Orders must be placed by e-mail or through the Delivery Manager of the FDS order interface.
In the case of contactless delivery, the recipient does not place a signature on the technical device that records signatures (scanner), instead the courier records the recipient's name and the service code (CLD) is displayed in the signature box. Unless proven otherwise, such delivery shall be deemed to be an acknowledgment of receipt by the addressee/other authorised recipient of the parcel, and neither the addressee nor the sender may raise any claims thereafter in respect of the receipt of the parcel.
The provisions of these General Terms and Conditions which apply to parcels being delivered to the addressee/other authorised recipient only upon signature, shall not apply, mutatis mutandis.
Guaranteed next-day delivery – with this service GLS Hungary undertakes to ensure delivery on the working day following pick-up, with a money-back guarantee. If this deadline is not met through the fault of GLS Hungary, then GLS Hungary will refund the transport fee plus twice the amount of the additional fee for the service. It shall not be classified as late delivery if delivery of the parcel within the deadline was unsuccessful because, at the time of the delivery attempt, the addressee or another authorised recipient was not available at the place indicated in the address, the sending took place with deficient data, the address was erroneous, deficient or incomplete, the addressee refused to take deliver, or a force majeure event occurred.
Force majeure events are extraordinary, unpreventable events occurring through no fault of GLS, such as a natural disaster, extraordinary natural event or freak weather, war, revolution, blockade, export-import ban, industrial action outside its sphere of interest, fire, flood, epidemic, quarantine, transport embargo and all other circumstance not listed herein that GLS is incapable of preventing and foreseeing, and for which GLS cannot be held responsible. Any circumstance resulting in the restriction of transport for a period of more than 2 hours, or measures by authorities entailing the evacuation of GLS facilities lasting for more than 1 hour, shall also constitute force majeure.
The service is not available for parcels forwarded in the context of other export trade.
Pick-up and return – GLS Hungary, on the instructions of its contracted partner, collects the parcel from the specified location and delivers it to the Client anywhere in Hungary. The service may be ordered using the GLS Connect software and via the GLS Online platform in the case of collection in Hungary, and instructions received by 17:00 on working days will be fulfilled on the following working day. The performance deadline for instructions registered after 17:00 will be extended by 1 working day. For collections from a location abroad, this deadline is 16:00.
Pick-up and ship – GLS Hungary, on the instructions of its contracted partner, collects the parcel from the specified location and delivers it to any specified address in Hungary. The service may be ordered using the GLS Connect software and via the GLS Online platform in the case of collection in Hungary, and instructions received by 17:00 on working days will be fulfilled on the following working day. The performance deadline for instructions registered after 17:00 will be extended by 1 working day. For collections from a location abroad, this deadline is 16:00.
Cash-on-delivery (COD) – The settlement and transfer, to the bank account number indicated on the Client’s company registration certificate, of the cash taken upon delivery takes place automatically at least twice a week; the additional fee for the service includes the cost of the bank transfer within the given country. The fee for the service is also charged in the event of an unsuccessful attempt to hand over the parcel. In the case of an export consignment, the Client must have a current account in the destination country, kept in the currency of the destination country (e.g. a EUR account in Slovakia, a CZK account in the Czech Republic, a PLN account in Poland, a RON account in Romania, a EUR account in Slovenia, or a HRK account kept in Croatia), in order to use the service in these respective countries. In the case of export parcels, it is possible to order the service only through an installed GLS Hungary Connect application or via the GLS Online platform. GLS Hungary reserves the right to pass on the additional costs resulting from the transaction duty. GLS Hungary reserves the right to apply the rounding rules under Act III of 2008.
Bank card payment – By ordering this service the Client provides the addressee with the opportunity to pay the amount of cash on delivery by bank card. The service may only be requested together with the CashService, and is only available for domestic parcel deliveries and exports to Slovakia. The bank card payment takes place using mobile terminals operated by the couriers. GLS stores the receipt certifying the transaction electronically, and shall provide it to the Addressee on request. Payment may be made using a credit card or debit card. The following card types are accepted: MasterCard, Maestro, Visa, American Express. GLS Hungary provides the service exclusively on the basis of the Client’s purchase order. GLS Hungary reserves the right to apply the rounding rules under Act III of 2008.
Parcel exchange – GLS Hungary picks up an exchange parcel upon the delivery of parcels in respect of which the service has been ordered.
The service may be ordered using the GLS Connect software and via the GLS Online platform.
For confidential consignments – Through the ordering of this service, the Sender can specify the person who will be receiving the parcel. Delivery of the parcel takes place against presentation of an official photo ID certifying personal identity by the designated recipient. The number of the identity document is recorded electronically at the time of delivery. The service may be ordered using the GLS Connect software and via the GLS Online platform.
Scheduled delivery – By ordering this service, the Sender can specify (in towns where GLS Hungary operates a depot) a 2-hour interval during which GLS Hungary should deliver the parcel, which may be at any time between 8 a.m. and 8 p.m. The service may be ordered using the GLS Connect software and via the GLS Online platform.
Delivery on a specified day – Through the ordering of this service, the Sender can specify in advance the working day on which GLS Hungary should deliver the parcel, within five working days from the day of pick-up. The service may be ordered using the GLS Connect software and via the GLS Online platform.
Late collection – Through the ordering of this service, GLS Hungary undertakes the regular pick-up of parcels outside of working hours as well, and may be used in the case of a pre-determined and agreed parcel volume.
Document management – A solution for situations where special shipping documents accompanying the parcel need to be certified with the addressee, and then returned to the Sender. The service may be ordered using the GLS Connect software and via the GLS Online platform.
The rules of section 16 on damage incidents are not applicable in respect of this service.
In the case of specified hypermarkets, the return of the delivery note or other documents certifying the receipt of goods will only be performed if the ItemisedDelivery Service is ordered.
Itemised delivery – Based on a prior agreement GLS Hungary performs the itemised delivery of goods (only in specified hypermarkets), and returns the confirmed delivery note to the Sender. GLS Hungary provides this service through a separate organisation; the driver does not hand over goods in an itemised fashion.
In cases where GLS Hungary is only able to deliver parcels through an itemised handover process, it does not notify its customers separately with regard to the necessity or its conducting of the delivery in this manner. The fee for itemised delivery is paid by the Client. In the case of certain hypermarkets, GLS only undertakes delivery as a part of this service, irrespective of whether the ItemisedDelivery Service is ordered. GLS Hungary will automatically consider the service to have been ordered whenever the Client sends a parcel to one of these hypermarkets. The fee for the service will automatically be charged in such cases. An up-to-date list of the hypermarkets is accessible via www.gls-group.eu.
The rules of section 16 on damage incidents are not applicable in respect of this service.
Display service – A service designed to complement and add a layer of reliability to the parcel delivery service. In accordance with the Clients’ instruction, GLS Hungary performs an itemised delivery of the goods and/or places them directly onto the store shelves, and returns the certified proof of delivery to the Sender. (Only in hypermarkets.)
The rules of section 16 on damage incidents are not applicable in respect of this service.
Addressee collects – The addressee can pick up the parcel at the depot based on prior agreement. The contact details for the depots can be found on www.gls-group.eu. The service may be ordered using the GLS Connect software and via the GLS Online platform.
Saturday delivery – If this service is ordered, parcels dispatched on Friday (only and exclusively in Budapest) are delivered on Saturday by GLS Hungary. The service may be ordered using the GLS Connect software and via the GLS Online platform.
The value declaration service defined in § 2 subsection 8 of Act CLIX of 2012 on Postal Services, based on which, in connection with the parcel, GLS Hungary undertakes liability for compensation in respect of its contractual performance of the service in the event of the loss, destruction, partial or complete damage of the parcel, up to the amount declared at the time of submitting the parcel for sending. The DeclaredValueInsuranceService may be used on an ad-hoc basis, separately for each parcel, against payment of the transport fee and the service fee. The service may be ordered using the GLS Connect software and via the GLS Online platform.
The maximum amount of declared-value insurance service is HUF 500,000 in the case of domestic parcels, and HUF 200,000 in the case of export parcels.
If the sender states in the value declaration an amount that is higher than the actual commercial value, then instead of the amount stated in the value declaration the actual commercial value of the parcel’s contents, and if the amount stated in the value declaration is lower than the actual commercial value then the amount stated in the value declaration, must be used as the basis for calculation of the fixed-amount compensation.
If the value-declared parcel is destroyed or is completely or partially lost or damaged, GLS Hungary shall be obliged to pay fixed-amount compensation in accordance with the following:
a) in the event of the destruction or total loss of the parcel, the amount of the fixed-amount compensation shall be the value stated in the value declaration,
b) in the event of the partial loss or damage of the parcel, the fixed-amount compensation shall be proportionate to the amount stated in the value declaration in the same ratio as the proportion of the damage to the total value of the consignment.
Short text message notification. On the instruction of the Client, GLS Hungary sends an SMS text message informing the addressee that the parcel is ready for sending. This message, however, does not guarantee submission of the parcel to GLS Hungary. Text messages shall be worded by the Client, and may include the parcel’s identification number and the amount that will be payable upon delivery. The telephone number of GLS Hungary’s Customer Service Office for addressees is automatically added to the end of the message. The service may be ordered using the GLS Connect software and via the GLS Online platform; messages may be no longer than 160 characters.
In the morning hours on the day of delivery, GLS Hungary sends a short text message informing the addressee of the estimated time of delivery. The text message contains the identification number of the parcel, the estimated time of delivery (with 95% accuracy) specified as a 3-hour window, and the telephone number of the GLS Hungary courier performing the delivery. The service may be ordered using the GLS Connect software and via the GLS Online platform.
If this service is ordered, GLS Hungary makes up to 3 attempts to deliver the parcels to the addressees (primarily private individuals in Hungary and in 12 European countries), and offers six alternative means of delivery. After the first unsuccessful delivery attempt, the addressee, taking all storage deadlines into account, may use the online platform to either request delivery at another time, specify a new address for delivery, ask that the parcel be delivered to a ParcelShop or GLS ParcelLocker of his or her choice, opt to collect it in person from one of GLS Hungary's depots, or refuse to accept the parcel. If no instructions are given, in Hungary the parcel will automatically be delivered on the first, third and fifth days following dispatch.
The service may be ordered at a flat rate for every parcel, or on a one-off basis using the GLS Connect software and via the GLS Online platform..
Information related to the service as well as a list of the available countries is published on the www.gls-group.eu website.
If this service is ordered, the first delivery may be requested to a GLS ParcelShop or GLS ParcelLocker in Hungary and in a number of Eastern European countries (Slovakia, Slovenia, the Czech Republic, Romania and Croatia).
GLS will notify the addressee in a text message that their parcel has arrived at the GLS ParcelShop. When collecting the parcel, the addressee must present an official document certifying their identity, and must also quote the parcel number. When placing the order, it is advisable to designate several persons as authorised to collect the parcel. More information and downloadable resources are available via www.csomag.hu.
Parcels sent using the ShopDelivery Service may only be delivered to the ParcelShop selected by the Client or the specified GLS ParcelLocker, but not to the addressee’s address.
Delivery to a GSL ParcelLocker
Delivery to a GLS ParcelLocker is only possible where the Client has ordered ShopDelivery Service or FlexDelivery Service, or this method of delivery has been selected by the addressee as a FlexDelivery Service option.
The maximum parcel dimensions for parcels placed in GLS ParcelLockers are:
length: 0.51 m,
height: 0.42 m,
width: 0.39 m.
When the parcel is placed in the GLS ParcelLocker, the addressee receives information, in an SMS or an e-mail message, on the address of the GLS ParcelLocker and the parcel number, and also receives the unique, single-use code necessary for collecting the parcel. Knowledge of both the parcel number, and code shall be required for the addressee to open the door of a GLS ParcelLocker and collect a parcel. In the case of COD parcels, the COD amounts may be paid via a bank-card terminal. The door to the compartment holding the parcel can only be opened, and the parcel collected, after the COD amount has been paid. The addressee receives an e-mail confirmation on the successful parcel collection and the payment of the COD amount.
GLS Hungary shall deem a parcel delivered if the addressee (the person authorised to collect), or the person acting as the representative thereof, or the person authorised to collect, uses the parcel number and the unique single-use identification code sent to them to certify his/her authorisation to collect via the GLS ParcelLocker service.
The cash on delivery amounts paid via the POS terminal shall be forwarded by GLS Hungary to the Client following their crediting on the account of GLS Hungary.
The pre-notification of addressees by telephone. Within the hour preceding the planned delivery time of the parcel, the GLS courier calls the addressee and informs them of the expected time of delivery. The call is for information purposes only, and there is no opportunity to arrange a different time for delivery.
Based on separate written agreement, the inland shipping of dangerous goods that fall under the effect of the ADR and belong to a specified category may only be conducted in “excepted” or “limited” quantities.
Shipping of dangerous goods with exemptions (except for ADR 18.104.22.168), which means that in the case of shipments as per section 1.1.3 of the ADR, only some of the provisions need be observed
5. Parcels, parcel labels, packaging, addressing, sealing
The careful and proficient packaging of goods ensures that the dispatched parcel is suitable for mechanical parcel handling, loading, and efficient public-road transportation, and thus that the goods may be delivered to the respective address without damage. GLS Hungary only assumes responsibility, in particular, liability for damages, for properly packaged and addressed consignments.
Since parcels are handled within the GLS Hungary system based on industrial-type technology, parcels that are not suitable for handling by way of the industrial-type technology used in parcel forwarding may not be dispatched. In all cases the packing must ensure protection for the quality and integrity of the contents, and that no person may access the contents without damaging the packaging. The packaging must also ensure that the contents of the parcel remain undamaged during transport and do not cause damage to the life, health or physical integrity of individuals or to any other items or parcels. The packaging must be strong enough to preserve the integrity of the consignment in the event of contact with other parcels (eg. stacking) or withstand the physical effects of industrial technology (rotation, roller feed, etc.). The following conditions must also be met during packaging:
• Only fully sealed parcels may be dispatched.
• Parcels loaded on a pallet or in a wooden crate may not be dispatched.
• The appropriate packaging, in every case, means both the external and internal packaging together, where the external packaging is a 5-ply cardboard box or equivalent shape-retaining packaging material.
• Parcels with long, sharp protrusions are not suitable for parcel shipment.
• Boxes must be utilised optimally; assuring the appropriate size and quality of the packaging material, and filling out the entire package, should protect the goods from damage.
• Breakable goods should be packaged in polystyrene or another padding material; a shape-retaining cardboard box is the only acceptable form of external packaging. A “Fragile” inscription only serves as a warning; it does not protect the goods.
• Electronic devices and other products recalled for repair should be dispatched in their original, complete packaging, with appropriate padding in the case of the pick-up (Pick&Ship) service or the pick-up and exchange (Pick&Return) service.
• Bottles and flasks placed in parcels should be protected by protective layers placed between them as well as at the bottom and at the top of each item.
• Irregularly-shaped goods that are difficult to package must also be protected within the shrink-wrapping itself, using another type of packaging.
• Cardboard boxes should be sealed on all sides with adhesive tape that has the Sender’s company logo on it, if at all possible.
• Boxes that are strapped, glued or shrink-wrapped together are unacceptable, as the packaging may fall apart and only parcel units identified with a label will arrive at the destination point.
• The bag containing the address label, the parcel ticket and the delivery note, as well as the stickers used for identifying special services, must be attached to the largest side of the parcel.
• If several parcels are dispatched to the same address, the stickers indicating the use of any special services must be affixed to each of the parcels.
• If the Cash-Service is ordered, the full amount to be collected must be indicated in a consistent manner either on the Cash-Service list or by sending the data electronically, as well as on the consignment itself, using a standard GLS Hungary sticker. (If more than one parcel is dispatched, the Cash-Service sticker must be attached to each parcel, indicating the amount to be collected.) In the case of an incorrect or inadequately made-out order, GLS Hungary will attempt to clarify the data by contacting the customer.
• The carriage of dangerous goods packed in Excepted or Limited quantities is only performed based on a prior written agreement relating to products that enjoy exemption based on chapters 3.4 and 3.5 of the ADR. GLS Hungary does not check the contents of the parcels. The Client (Sender)is obliged to check whether any of the cited ADR exemptions are valid in respect of the contents of the parcel handed over. The exemption relating to carriage is not valid in the absence of prior written notification by the Client (Sender), and in such cases GLS Hungary shall classify the parcel as dangerous goods subject to the ADR, and suspend its carriage. The Client (Sender) bears full financial liability towards GLS Hungary, if the Client has made an incomplete or erroneous declaration on exemption from the rules on dangerous goods. The Client (Sender)shall bear the totality of damage claims, authority fines and penalties resulting from an incomplete or erroneous declaration by the Client (Sender).
• If a product that is not subject to the ADR is packaged in packaging material that bears markings relating to the ADR, the markings relating to the ADR must be removed. If the markings relating to the ADR are not removed, then based on the markings that remain on the packaging, GLS Hungary may decide to refuse to accept the consignment or refuse or suspend delivery.
• The packaging of goods that are subject to the ADR must also comply with the applicable requirements of the ADR.
• Tyres may be transported in shrink-wrapped form. One unit may not consist of more than 2 tyres. The tyres must be shrink-wrapped and secured in such a way as to ensure that the tyres are kept together during transport and loading and the parcel label is properly placed.
• Sheets of particle board must be packaged in 5-ply cardboard with edge and corner protection.
• GLS Hungary does not undertake the handling of products that require temperature control, and therefore the packaging must be such as to ensure the integrity of the contents between -25°C and +65°C.
If the packaging clearly does not comply with the above requirements, then GLS Hungary is obliged to refuse acceptance of the parcels.
GLS Hungary considers products packed in buckets or cans as well as those that cannot be moved on roller conveyors to be incompatible with the system. GLS Hungary charges a premium for handling these types of parcels, on the grounds of inadequate packaging.
Since GLS Hungary considers it essential to protect shipments from damage, packaging advice may be requested by GLS Hungary customers free of charge, through Customer Service.
A “Fragile” label in no way exempts the Sender from the obligation to package the goods appropriately in keeping with their nature, and nor does it actually protect the goods!
GLS Hungary provides, for the identification of parcels, self-adhesive labels furnished with an individual bar code, otherwise known as parcel labels, free of charge. As well as the address data, the parcel label also contains the parcel’s individual identification number. GLS Parcel Labels may be generated using the GLS Connect software and via the GLS Online platform. In such cases GLS Hungary provides a series of parcel numbers to the Client, who generates and completes the parcel label with the appropriate data content, using the GLS software or his own system. The Client is responsible for the secure use of the parcel labels and the parcel number series, and shall pay the transportation costs of the parcels sent using the parcel labels that have been provided to him.
6. Collection of parcels
Parcels shall be collected – unless otherwise specified by the Parties – at the Client’s premises. The Clients may – based on a separate agreement – also dispatch their parcels, provided with parcel labels and address labels, at the drop-off point (“I-punkt”) of the parcel sorting plant that operates at the GLS Hungary headquarters, at pre-arranged times, with deliveries scheduled for the next working day. In this case the parcels are placed on the conveyor line by the Client’s driver. When accepting parcels, GLS Hungary does not check the adequacy of packages, including in particular the adequacy of the inner packaging, the contents of the packages (including whether or not they contain products that are excluded) and the adequacy of the addressing. GLS Hungary will refuse to accept parcels in cases clearly evident at the time of acceptance. The one-off sending of a consignment must be indicated by calling GLS customer service on +36-29/886-670 on the day before pick-up, or by 9 am on the day of pick-up.
Parcels for dispatch are accepted by either the receiving driver or the receiving parcel depot employee, against a Pick-up receipt (also stamped or signed by the driver), which serves only to confirm the number of parcels accepted. Whether the check on the number of parcels has been carried out or not is recorded on the pick-up receipt. The sender is obliged to keep the pick-up receipt and, in the case of a complaint, it must certify delivery of the parcels to GLS Hungary based on the pick-up receipt. The acceptance and itemised registration (APL scanning) of the parcels may take place at the Client’s premises, in the GLS Hungary Depot and in GLS Hungary’s central sorting plant.
The Client may use the following documents for the identification of dispatched parcels:
- second copy of the parcel label,
- parcel number mini sticker (self-adhesive, detachable from the parcel ticket in 2 copies),
- in the case of parcel labels generated in the Client’s own system, the computer data file in the format agreed with GLS Hungary.
The address marked on the parcel or on the parcel label must contain at least the following data in Arabic numerals (0-9) and Latin-script letters (A-Z):
- name of the addressee,
- destination of the parcel (name of town or village), postal code,
- name of street, house number, floor, door number,
- in the case of an export parcel, the destination country
GLS Hungary undertakes to settle accounts with the Client based on the number of dispatched parcels, although occasional, item-by-item reconciliations are carried out based on the Client's parcel-number records.
If so agreed between the parties, GLS Hungary may also provide parcel data via a computer system.
The delivery terms in this section apply only to parcels delivered domestically by GLS Hungary, so the terms and conditions set forth herein do not apply to export parcels. Export parcels are subject to the shipping and delivery terms in effect in the destination country, which can be found at https://gls-group.eu/EU/en/home.
At the time of delivery, the carefully packaged and legibly addressed parcel is handed over to the addressee by the delivery driver or, in the case of the conditions laid down in this section, to another authorized recipient. In the case of personal delivery the addressee is required to ensure easy and safe access to the place of delivery. If the addressee fails to comply with this obligation, and if personal delivery would endanger the health or safety of the person making the delivery or would present a risk to the security of property, the Service Provider will deliver the consignment at the delivery point instead of the place indicated in the address, and shall inform the addressee accordingly. When the driver arrives at the destination to deliver the parcel, he may not be kept waiting for more than 10 minutes; if he is kept waiting, the delivery may be aborted.
GLS Hungary does not undertake delivery of parcels for prisoners or detainees at penal institutions.
Except as otherwise provided in the applicable laws and regulations or as otherwise agreed between the Parties, postal consignments must be delivered to the address of the consignment. The address on the consignment is defined as the address which the sender has indicated in accordance with the provisions of Section 6 on the consignment itself, its packaging, or the associated parcel label , accurately and including all data. If the sender does not provide the address in accordance with Section 6 (eg. floor, door is missing), he shall be liable for any resulting damage and for the fact that the Service Provider is unable to deliver the parcel for this reason.
A consignment shall also be deemed a consignment addressed to a legal entity or other organisation where addressee information includes, along with the name or address of the organisation, the name of a natural person.
The consignment must be delivered to the recipient or, if this is not excluded by the given additional service or the contract between the Client (Sender) and the Service Provider, to the other authorized recipient. The term “other authorised recipient” shall mean:
- an ad-hoc recipient,
- a substitute recipient,
- a proxy,
- an intermediary courier.
Thus, a parcel may be handed over to – and signed for by – either the addressee, or any other recipient (aged 14 years and over) who, under the given circumstances, may be assumed to be entitled to receive it. This includes in particular persons residing at the address, relatives as defined by the Civil Code, aged 14 or over, of the authorized person and the addressee, the owner of the property at the address or the accommodation provider of the addressee as substitute recipient, and, if the conditions of Section 13 are met, a direct neighbour as occasional recipient.
In each case, where the applicable law subjects delivery to addressee consent, consent shall be obtained, either in writing, or verbally, by GLS Hungary.
GLS Hungary is under no obligation to take into account any other data noted on the postal consignment beyond address information, and thus, is under no obligation to – and indeed, does not – investigate whether there is any another natural person of the same name on the premises who may have a claim to the parcel.
Delivery is confirmed by the addressee by electronic means, or in the absence of such, confirmation of the delivery takes place using the form provided by GLS Hungary and its partners. The driver may request the receiver to also indicate his/her name, in addition to providing a signature, which will then be recorded among the data stored in the portable scanner, on the basis of which the recipient’s name will be retrievable from among the parcel information provided by telephone or electronically.
The electronic document containing, among other things, the image of the signature the recipient entered via a technical signature-recording device shall serve, until proof of the contrary is provided, as full evidence that in the course of delivery of the registered mail, the consignment was received by the person entitled to do so.
GLS Hungary only delivers to persons who are illiterate or prevented from writing in the presence of an adult witness. The witness signs the delivery document with his/her own name.
During the confidential delivery of an AddresseeOnlyService consignment, the recipient is the person designated by the Sender, who must prove his/her identity based on the documents specified by law. In this case, the identification number of the photo identification document (such as an identity card or passport) presented by the recipient is also recorded, along with the recipient’s signature.
Delivery shall only take place after the cash on delivery (if applicable) has been paid, and the receipt has been signed (including electronic signing using the handheld scanner), prior to which the addressee may not examine the contents of the parcel. The addressee may also pay by bank card if the Client has ordered the BankCardService.
A parcel delivered to an organization’s address can be delivered by personal delivery if the organization ensures that the representative is available at the property it uses, which can be indicated as an address. The representative of the organization shall be considered entitled to take delivery of postal items received by the organization.
Such persons include the following without authorization:
a) the head of the organization and, without authorization, the trustee-on-delivery, the administrator for service of process, the liquidator and the administrator;
b) for delivery on the business premises of the organization or other premises open for customer traffic, an employee or member employed by the organization,
c) if the organization operates a mailing room, the natural person employed there,
d) if the organization operates a reception, the natural person employed there,
e) an employee of the organization who does not qualify as a representative as specified above and who is deemed by the Service Provider, as an occasional recipient, to be eligible to take delivery of postal items.
When the parcel is placed in the GLS ParcelLocker, the addressee receives information, in an SMS or an e-mail message, on the address of the GLS ParcelLocker and the parcel number, and also receives the unique, single-use code necessary for collecting the parcel. Knowledge of both the parcel number, and code shall be required for the addressee to open the door of a GLS ParcelLocker and collect a parcel. In the case of COD parcels, the COD amounts may be paid via a bank-card terminal. The door to the compartment holding the parcel can only be opened, and the parcel collected, after the COD amount has been paid. The addressee receives an e-mail confirmation on the successful parcel collection and the payment of the COD amount.
If the parcel cannot be delivered to the GLS ParcelLocker due to lack of space or other reason (eg. parcel larger than the compartment size), the parcel will be returned to the delivery depot, and the recipient may choose another delivery option based on the email and / or text message notification.
The detailed terms of delivery to a GLS ParcelShop and to a GLS ParcelLocker are set out in the General Business Conditions for GLS ParcelShop customers.
8. Weight and size restrictions
Parcels weighing up to 40 kg each may be dispatched. The girth of the parcel (i.e. 2x height + 2x width + 1x length) may not exceed 3 metres, and the maximum permitted parcel sizes are: length 2 m, height 0.6 m, width 0.8 m. Minimum parcel size is 15X10 cm, while minimum parcel girth is 35 cm.
With BusinessSmallParcel service, the maximum weight of a parcel is 2 kg, while the maximum width is 40 cm.
The maximum parcel dimensions for parcels placed in GLS ParcelLockers are:
length: 0.51 m,
height: 0.42 m,
width: 0.39 m.
Each parcel is weighed by GLS Hungary automatically, in accordance with the provisions of the contract, when the parcel arrives at the regional collection depot or the central dispatch plant, using calibrated scales, and the measured weight data is allocated to the parcel number and automatically registered. The measured weight data serves as the basic data for the automatic invoicing process.
Within the GLS Hungary system, parcels exceeding the weight of 40kg or the specified size limits will not be forwarded in every case. GLS Hungary shall be entitled to send any consignments that cannot be forwarded for the above reasons by means of another carrier that undertakes the shipment of such consignments, and to charge any related additional costs to the Client. GLS Hungary may choose, at its own discretion, whether to refuse to accept such parcel, to return it, or to divert the consignment to a carrier that undertakes the forwarding of such. The usual delivery time guarantee shall not apply to such consignments.
9. Objects excluded from the scope of GLS Hungary’s services
9.1. Objects excluded from service
Depending on the mode of transport of the item, all items containing goods whose carriage by road, rail, sea or air is prohibited by law shall be excluded from the postal service.
GLS Hungary reserves the right to reject or stop the shipment of any parcel which contains goods that are prohibited by law, or which could cause damage to any other parcel, or which breaches these General Business Conditions or endangers the health or safety of its workers.
The following items are excluded from carriage:
- goods packed inadequately and/or not in the standard forms of packaging customary in trade,
- substances that are clearly harmful or dangerous to human life, health, bodily integrity, or the human environment,
- overweight or oversized consignments,
- strapped, glued, shrink-wrapped parcels,
- parcels sent in wooden crates or on pallets,
- perishable, infectious or repugnant goods,
- human remains, ashes
- livestock and plants,
- consignments in sacks, bags, or loosely packed consignments,
- particularly valuable goods, such as cash, precious metals, documents of monetary value, drawn lottery tickets and similar items, genuine pearls, precious stones, or jewellery,
- works of art, objects of sentimental value, numismatic objects,
- temperature-sensitive goods,
- ammunition, firearms, explosives and the like, including compressed air or carbon dioxide weapons, real weapons and imitations thereof, and parts thereof,
- narcotics and psychotropic substances,
- dry ice, radioactive materials,
- flammable or fire-hazardous materials,
- products labelled as harmless,
- products labelled as biologically hazardous,
- products with a label on them warning of an asbestos hazard,
- parcels addressed to the addressee’s PO box or land-registry title number,
- in the case of export consignments, foodstuffs, goods subject to excise duty, alcoholic beverages and products containing alcohol, or tobacco products, or
- consignments with packaging that bears writing or images that are racist or obscene, or breach civil or personal rights,
- and dangerous goods listed in the ADR (Agreement concerning the International Carriage of Dangerous Goods by Road) that may not be transported in excepted or limited quantities.
- If delivery is requested to a GLS ParcelLocker, then dangerous goods that may be transported in excepted or limited quantities under the ADR are excluded from carriage.
9.2. Consequences of Dispatching Excluded Items
In the case of parcels of foreign destination, personal belongings, goods subject to excise and consumption duty, as well as goods accompanied by ATA Carnets are also refused for shipment. It is forbidden to dispatch products and goods that are prohibited under the statutory provisions (including resolutions and measures brought by the United Nations Organization) of any member state of the European Union or of the originating, transit or destination country, or in respect of which any trade or economic restrictions or sanctions are in effect.
Information regarding the special provisions of individual countries may be obtained from the given country's embassy or trade mission in Hungary.
GLS Hungary shall not be liable for any action taken by the country of destination if this was necessary because the Client (Sender) has ignored or failed to comply with the above requirements.
The Client is obliged to notify GLS Hungary, prior to dispatch, about any parcels with a value that exceeds EUR 5,000.
The Client and the sender shall be responsible for ensuring that the consignment and its contents comply with the statutory regulations and the provisions of these General Business Conditions.
If the parcel contains a product that is excluded from carriage, and this is obvious when the consignment is picked up, then GLS Hungary is obliged to refuse to provide or, if this comes to its knowledge at a later point, to continue to provide the service. GLS Hungary does not examine the appropriateness of the contents of the consignment, such as whether the consignment or its contents are excluded from the postal delivery service or may only be carried subject to conditions.
The additional costs incurred due to the returning of the parcels to the Sender or any other place, and due to any measures taken by authorities, shall be borne by the Client (Sender). GLS Hungary shall not be liable for any failure to fulfil the postal service contract.
10. The service
GLS Hungary performs the service as a postal service provider; in performing freight-forwarding tasks, it engages the services of individual carriers and postal intermediaries, whose activity it monitors throughout the entire process, and the quality of whose services it guarantees. The activities performed by the above-mentioned carriers appear in the invoice as mediated services, which, due to the nature of such services, are not stated separately.
GLS Hungary accepts parcels for transportation that are sealed and intact, without checking their contents, and has them forwarded to the addressees in sealed form, without any check of their contents.
In the event of any visible damage to the parcel or the packaging, GLS Hungary allows the recipient to check the content of the parcel upon delivery, and the result of such checking is recorded in a report prepared together with the recipient.
Scope, characteristics and conditions of the service:
10.1. Content of the service: acceptance of parcels handed over at GLS Hungary’s depots, in the central parcel sorting plant or at the site designated by the Client, collection and transportation of parcels to the Addressee, postage paid. GLS Hungary primarily executes the instructions of the Client, and undertakes parcel forwarding, the costs of which are borne by the Client.
10.2. The release of the parcels takes place against the signature of the addressee or of another person who, depending on the circumstances, could be considered or assumed to be entitled to receive the parcels. These include, primarily, the persons present in the premises of the addressee, and those in possession of the appropriate letter of authorisation.
In the event of parcel delivery to a GLS ParcelLocker, a given parcel will be released upon the provision of the associated parcel number and unique/single-use identification code.
10.3. Parcels dispatched to GLS Hungary at the place of pick-up by 5 p.m. will be delivered within Hungary and in Slovakia on the next working day (“24-hour” does not refer to the precise transit time, but only means the next working day). The Client may also dispatch ExpressParcel consignments (morning deliveries) to the locations specified in the list provided by GLS Hungary (deliveries performed by 12 noon on the next working day), subject to the terms of the contract.
In the case of export consignments, the transit time is between 1 and 7 working days (indicative data only), which may be extended by the time required for customs clearance.
10.4. If the first delivery attempt is unsuccessful, the second and third delivery attempt is included in the basic service. If the first delivery attempt fails due to an incorrect address or some other circumstance that can be corrected by the Client, GLS Hungary will call upon the Client to make the correction. In the event of an unsuccessful first delivery attempt due to a refusal to accept the delivery, or if the second attempt is also unsuccessful, the parcel will be returned to the Client. If the addressee refuses to accept the parcel, then there is no second attempt at delivery; the parcel is automatically returned to the Client.
Any undeliverable parcels are stored by GLS Hungary for up to 5 working days (or for up to 10 working days if the Addressee has indicated that he is on holiday), after which the parcels will be returned to the Client, without any separate indication.
If receipt is refused, or if based on the Client’s instruction given in the course of the corrective procedure GLS Hungary will not attempt a second delivery, GLS Hungary will return the parcel to the Client.
GLS Hungary makes 3 attempts to deliver parcels sent with the FlexDelivery Service. Unless instructed otherwise, the first attempt takes place on the next working day after sending, the second attempt on the 3rd working day following this, and the final attempt on the 5th working day.
If the ShopDeliveryService is requested, GLS Hungary delivers the parcel to the designated ParcelShop or GLS ParcelLocker, and the addressee has 5 working days, following the depositing in the GLS ParcelShop, in which to collect it from there. If the addressee does not go to collect the parcel during this period, it will automatically be returned to the Client.
10.5. Unlimited information on delivery (IOD) will be provided by GLS Hungary to the Client regarding the parcels dispatched by it, from the morning of the second working day following pick-up, either by phone or through the web-based Track&Trace system. The Client may request a written proof of delivery (POD) free of charge for up to 5% of the average daily number of parcels consigned by the Client. GLS Hungary is entitled to charge a reasonable document-completion fee, if this is justified by the excessive demands for delivery-related certificates. The countersigned consignment note (“Rollkarte POD”) or the acknowledged and signed electronic (scanned) receipt replacing it shall qualify as appropriate proof of delivery.
In the event of delivery to a GLS ParcelLocker, only IOD may be requested.
10.6. The CashService, that is the collection of cash on delivery, is provided in the event of the Client’s properly completed written order, or order sent via an electronic channel, confirmed by GLS Hungary, or an order recorded in accordance with the provisions and sent by the specified deadline in the GLS Connect or the GLS Online system (by no later than the delivery of the parcels to GLS Courier), with GLS Hungary assuming full responsibility for the cash.
The COD amount per parcel may not exceed HUF 499,999.
GLS Hungary is entitled, on the basis of a resolution or request issued by an official authority, to withhold funds collected from the addressee but not yet transferred to the Client.
Once the courier performing the delivery has left, there is no opportunity to make complaints regarding the COD amount or the change given.
In the case of any uncollected COD amounts, the liability of GLS Hungary shall extend to the limit of the collection service fee, in addition to which GLS Hungary shall be obliged to cooperate in the subsequent collection. If collection of the COD amount fails due to reasons demonstrably attributable to the wilful misconduct or negligent business conduct of GLS Hungary, and subsequent collection also fails, then a damage claim may be raised up to the amount of the COD. In the event of the loss, full or partial damage or destruction of the consignment, GLS Hungary shall pay compensation in accordance with the rules set out in section 16 (Damage incidents), and in this case the COD amount may not be claimed.
When filing the damage claim, the Client is required to certify that the addressee did not pay the outstanding debt in spite of the payment demand sent by the Client, and at the same time the Client shall assign its remaining outstanding claim to GLS Hungary. If the failure to collect the COD was caused by the inadequate instructions of the Client with regard to the additional service (failure to send all or some of the COD data or to send it on time, or a failure to complete or to fully complete the documentation serving this purpose) then GLS Hungary shall bear no liability for damage. The Client must send the COD data to GLS at the time of parcel sending, but no later than at the time of handing over the parcel to the courier. The Client must provide the data relating to additional service at the time of sending. Provision of the data after this shall constitute the late sending of the COD data.
When handling a parcel associated with a CashService (COD), GLS participates only in the collection of the cash in accordance with the Client’s instructions; GLS is not entitled to make any statements on behalf of the Client or to conclude a contract with the Addressee. The Client is obliged to observe the provisions of the latest laws and regulations on the combating and prevention of money laundering and terrorist financing.
10.7. The DocumentReturnService, the DisplayService and the ItemisedDeliveryService are provided on the basis of separate written agreements. These agreements are not covered by the standard damage compensation conditions. Since during the provision of these services GLS Hungary employees will work in close cooperation with the employees of the Client and the addressee, GLS Hungary will not be able to eliminate any obstacles that arise in relation to the work. If the duties within the range of these services cannot be fulfilled for whatever reason, GLS Hungary shall bear no financial liability for such failure or any consequential losses. The Client may not raise any claims against GLS Hungary for any losses in relation to the outcome of the itemised handover of the internal content of parcels collected and delivered as sealed consignments.
10.8. Should the Client dispatch any parcels, without prior notification of GLS Hungary, to a hypermarket in which the parcels may only be delivered subject to the performance of any or all of the above extra services (delivery note certificate, itemised delivery), GLS Hungary shall be entitled to perform the service and invoice the fee for such performance, even without a prior agreement.
11. Parcel forwarding fee, reimbursement of costs
11.1. Service fees, costs
GLS Hungary and the Client shall, under the parcel forwarding contract and any amendments thereto, agree with regard to the prices. (The contract is also to be deemed accepted if the offer has been accepted either verbally or in writing, or if use of the service has commenced.)
Regarding returned goods and goods of unusual size, the settlement of accounts with the Client takes place in accordance with the currently valid price list.
With respect to parcels forwarded to non-EU countries, GLS Hungary only undertakes export parcel forwarding with DAP or DDP parity. The selectable options are contained in the latest valid version of the GLS Customs Clearance Order form.
Special customs clearance orders are performed by GLS Hungary exclusively on the basis of a prior agreement.
With respect to export parcels, the Client is obliged to carefully conclude an agreement related to the bearing of costs with the addressee, and the Client is obliged to submit the related order to GLS Hungary, in compliance with such agreement.
In the case of export orders, GLS Hungary assumes that the Client accepts liability for the accuracy of the delivery terms communicated to GLS Hungary. Thus, if according to the terms stated, the foreign recipient is to pay the customs charges, the taxes, fees, costs and expenses, or if such payments are incurred for reasons attributable to the foreign recipient, the domestic Client reimburses to GLS Hungary all the expenses that have not been settled by the foreign recipient.
When using the BankCardService, the Client agrees to pay the costs of payment by bank card, for which GLS Hungary shall invoice the Client in addition to the COD costs.
GLS Hungary, in order to comply with the statutory provisions or at the request of the competent authorities, is entitled to open and examine any parcel without notifying the Client in advance. GLS Hungary shall pay and pass on to the Client the costs of inspections by authorities, and any fines imposed, if they were imposed due to a breach of these conditions by the Client.
11.2. Unilateral amendment of the Service Fee by the Service Provider
If so provided by the individual contract concluded between GLS Hungary and the Client, GLS Hungary is entitled to modify the prices unilaterally, under the conditions specified therein. In the case of such modification, GLS Hungary will notify the Client of the detailed terms of the price modification in an email sent to the email address provided by the Client at the time of signing the contract, or later in an official form. If the Client refers to the fact that it has not received any such information at the above-mentioned email address, but GLS Hungary can prove that the email message was sent from its system, this shall – unless and until proven otherwise by the Client – be construed as evidence that GLS Hungary has fulfilled its obligation to inform the Client.
If the Client does not submit an objection regarding the information sent by email within the deadline indicated therein, and does not initiate the termination of the contract, this shall mean that the Client has accepted the contents of such.
12. Obligations of the Client(sender)
The Client (sender) is obliged to package each parcel in compliance with the industrial standards pertaining to parcel handling and these General Business Conditions, providing the parcels with the adequately completed standard GLS Hungary parcel labels and documents. GLS Hungary is not liable for any errors made when completing the labels. The addressing of the parcel must be complete, especially the Addressee’s details. The Client must, during its cooperation with GLS Hungary, proceed in accordance with the guidelines of the GLS Hungary User Manual.
The Client (sender) shall also be responsible for ensuring that the contents of the consignment comply with the statutory regulations and these General Business Conditions as well as the conditions communicated by the Service Provider to the Client (sender).
The Client may not hand over to third parties the parcel labels and parcel number series placed at the Client’s disposal by GLS Hungary. The Client shall bear all risk arising from a breach of this prohibition.
The Client is obliged to pay the service charge within the specified deadline.
The Client is responsible for damage caused by the contents of the dispatched parcels, and for reimbursement of the costs incurred in connection with damage mitigation, if the damage can be attributed to a breach of these conditions.
The Client must promptly notify GLS Hungary, in writing, of any material change in circumstances affecting the performance of the Contract, including but not limited to:
- a change to any of the Client’s (sender’s) data, in particular, his name or address,
- there is a change in the place of parcel collection,
- there is a change in the bank account number,
- a change in the person entitled to sign and act on behalf of the company,
- in the case of a foreign company, a change in the Hungarian permanent establishment and tax number,
- the company form changes,
- it wishes to temporarily suspend, or to permanently cancel, the parcel dispatch.
The Client assumes full liability for ensuring that the data provided by it to GLS Hungary does not breach the rights and lawful interests of either the Client or the third parties concerned (especially the Addressee). When sending this data, the Client acknowledges that it possesses the necessary authorisation with respect to both the data itself, and its processing (especially with regard to the processing of the addressee’s telephone numbers and e-mail address, in the manner and to the extent necessary for providing the service). GLS Hungary excludes any liability on its part in respect of the accuracy and correctness of the data provided to it by the Client. GLS is only responsible for data processing that falls within the scope of activities it carries out itself, with particular reference to data processing and complaint management relating to the performance of its postal service.
13. Right of disposal
The Client (sender), in the event the addressee is absent, may instruct GLS Hungary to deliver the parcel, as an ad-hoc recipient, to a direct neighbour or another appropriate person, if the Client (sender) has so provided in an Individual contract or in accordance with these General Business Conditions, and the addressee has consented to this, and ad-hoc recipient does not object. An instruction of this kind may be given by means of a letter of authorisation. In the case of such – written or verbal – authorisations, the certificate of receipt (IOD, POD) will be prepared in a modified format.
The postal service provider must notify the addressee of the fact that the item has been delivered to the immediate neighbour. A damaged parcel cannot be delivered to the immediate neighbour.
14. Invoicing, payment of fees
GLS Hungary performs the service exclusively subject to payment of postage by the Client (sender), and will not forward parcels for which the postage is to be paid by the addressee.
The invoice for the service– unless otherwise provided by the Parties – is always prepared subsequently, in one or two invoicing cycles per month, as may be agreed.
GLS Hungary invoices the performance by service type, in a single amount.
14.2. Payment of fees
The due date for payment of the invoice shall be governed by the Individual contract between the Parties, failing which the due date shall be 7 (seven) days from the date of issue of the invoice. Invoices are always settled by bank transfer. The invoice addendum contains the details of the invoice, indicating the parcel number, weight and fee.
The Client (Sender)is obliged to settle the invoice by bank transfer, within the specified deadline. The Client may submit objections related to the invoice until the expiry of the payment deadline.
14.3. Late payment, non-compliance with payment obligation
14.3.1. Invoice Compensation (offsetting)
The Parties are entitled to agree separately (“Permanent Compensation Agreement”) at the time of the conclusion of the contract or during the term of the contract that the Service Provider shall include the service fee indicated on the Client’s (sender’s) current invoice payable to the Service Provider in the cash on delivery amount payable to the Client. Pursuant to this agreement, the Service Provider is entitled to this offsetting without prior notice to the Client (sender), with subsequently informing the Client (sender) in writing of the fact of the compensation, the amount of the compensation (service fee or cash on delivery collected).
If the Parties have not entered into a Permanent Compensation Agreement, then in the event of late payment by more than 15 days by the Client, GLS Hungary shall, considering the Client’s breach of contract, be entitled to offset its overdue receivables against the Client’s claims (including the amount of cash on delivery payable to Client).
If the Client fails to meet its payment obligations by the due date twice in a calendar year, GLS Hungary shall be entitled to include the service fee indicated on the Client’s (sender’s) current invoice payable to the Service Provider in the amount of the cash on delivery payable to Client due to a repeated breach of contract by the Client, even if they have not entered into a Permanent Compensation Agreement. The Parties agree that the Service Provider shall be continuously entitled to this from the moment of the repeated breach of contract by the Client during the term of the contract, unless otherwise agreed by the Parties.
14.3.2. The Service Provider’s legal lien or suspension of the Service
If the Client (sender) fails to pay the invoice by the due date and the provisions of the previous section are not applicable or their application is ineffective (because the Client’s debt is higher than the amount of the cash on delivery payable to the Client) or it is reasonably assumed that the Client (sender) will not meet its service fee payment obligation or will repeatedly and regularly meet its obligation with delay, GLS Hungary is entitled to
a) enforce retention and lien in accordance with applicable law and
b) and to suspend its further provision of the service.
If the Client also fails to settle its outstanding debt within the next 3 months, then GLS Hungary will destroy the parcel affected by the lien.
In the case of suspended service, the service will be reinstated when the Client pays the full amount of the debt, including interest for late payment and recovery costs.
14.3.4. Default interest, flat-rate recovery costs, enforcement of costs incurred
In the event of late payment , GLS Hungary shall, from the first day of default, charge default interest on the basis of Section 6:48 and Section 6:155 of the Civil Code, and a flat collection fee of EUR 40 determined in Act IX of 2016.
GLS Hungary is entitled to claim reimbursement of its legal and other costs incurred in connection with the collection of the receivable, as well as a storage fee (HUF 500/parcel/day not incl. VAT).
14.3.5. Receivables management
The Parties agree that, following expiry of the payment deadline, if the measures set out above are unsuccessful or likely to be unsuccessful or fulfilment by the Client (sender) is unlikely, GLS Hungary is entitled to engage a third-party receivables management company to manage its outstanding receivable from the Client.
GLS Hungary undertakes a commitment to the effect that, if the Guaranteed24Service is purchased, then in the event of late delivery for reasons attributable to GLS Hungary (assuming a transit time exceeding one working day), the amount of the compensation can reach up to 200% of the transport fee and the service fee.
In respect of other aspects of the warranty, unless otherwise provided for in these General Business Conditions, the Postal Act or the Civil Code, the latest wording of the Hungarian General Forwarding Conditions (MÁSZF) is applicable.
Within the territory of application of the CMR – in the case of export parcel forwarding – the warranty regulated in the CMR shall be applied.
16. Damage incidents
16.1. General rules regarding responsibility
In the course of the damage claim procedure, pursuant to Section 51 (7) of Act CLIX of 2012 on Postal Services, based on the authorization set forth in Section 44 (2) and in place of the provisions stipulated in Sections 44 (1) and (3)-(8), as well as in Sections 45-51, GLS Hungary stipulates application of the rules of the Civil Code (Act V of 2013) relating to liability for damages caused by breach of contract with regard to each and every parcel in all matters which are not contained in these General Business Conditions.
GLS Hungary provides damage compensation for the sender or the addressee in the event of damages attributable to it, i.e. damages resulting from negligent or unprofessional handling, including partial or total loss or destruction of the parcel, which happen during the time between accepting the consignment and its delivery or its return to the Client (sender). The Service Provider shall pay damages to the addressee solely on the basis of the conditions set out in Section 4 of these General Business Conditions.
The Service Provider shall be exempt from liability in the cases and conditions set out in the “Exclusions” subsection of this section as well as in the event when it proves that the damage was not attributable to it.
The damage compensation only provides coverage for direct physical damage, acquisition, replacement or repair value, and excluding any consequential damages or lost profits. The Service Provider shall not be liable for compensation for injury to feelings or for damages from violation of privacy rights; furthermore, no sanctions may be enforced against it on grounds of violation of privacy rights, regardless of accountability.
With respect to the definition of damage and the method of damage compensation, the rules of the Civil Code relating to extracontractual damages must be applied.
The rules relating to a failure to collect cash on delivery (10.6. CashService) are only applicable if the consignment has not been lost, destroyed or damaged.
16.2. Deadlines for filing claims for compensation
In the event of a partial loss or damage to the parcel – if the damage is recognisable –, this must be indicated immediately upon delivery of the consignment or upon returning it to sender, which the Parties shall record by preparing a damage report.
In the absence thereof or in the case of covered injury, the claim for compensation must be made in writing, within 3 working days of delivery, if the damage is demonstrably due to reasons attributable to the service provider. The damage inspection and presentation of evidence is conducted by GLS Hungary at a place determined by it, at its own expense.
Failure to observe the above deadlines will result in a loss of rights.
In the case of loss or destruction of the consignment, the claim for compensation must be reported to the Service Provider in writing from the fifteenth day of the dispatch of the consignment within a 6 (six)-month limitation period.
If the fact that the consignment has been lost or destroyed comes to the knowledge of the Service Provider in the course of processing the complaint, and at the time of receipt of the Service Provider’s reply – confirming the fact of the loss or destruction – less than thirty days have remained from the above 6 (six)-month claim enforcement period, then the deadline shall be extended by thirty days from the receipt of the reply.
The claimant may submit to the Service Provider a claim for damages arising from the delayed delivery of a parcel dispatched with a guarantee of service, in writing, within a 15 (fifteen)-day limitation period commencing on the date of receipt of the consignment.
16.3. Extent of compensation
16.3.1. The extent of compensation for damaged, lost parcel
The damage compensation is the same as the acquisition, replacement or repair value of the damaged/lost product, which may in certain cases also include the service fee, but may not exceed HUF 50,000. The taxes related to the cost of acquisition shall be settled in accordance with the prevailing statutory requirements.
If double the domestic service fee exceeds HUF 50,000, GLS Hungary will pay damage compensation of up to double the transport fee.
In the event of purchasing an additional service called DeclaredValueInsuranceService, GLS Hungary shall be liable for damages up to the value determined by the Client (sender) at the time of dispatch in the event of loss, destruction, total or partial damage to the consignment. The maximum amount of this additional service and thus the maximum value of the Service Provider’s liability is set out in Section 4 of these General Business Conditions.
In the case of the GlobalBusinessParcel service, subject to payment of the transport fee, GLS Hungary pays damage compensation of SDR 19 per kg of the parcel’s gross weight.
16.3.2. The extent of compensation applicable to guaranteed deadline service
In the event of non- or late performance of a guaranteed deadline service, the indemnity amount may amount to double the transport fee and service fee. It will not qualify as a claim incident if GLS Hungary fulfils a guaranteed deadline order with delay for inevitable reasons beyond its control or due to the unavailability of the addressee, or fails to return the delivery note, provided that GLS Hungary credibly certifies the delivery of the parcel in its own system (IOD, POD). In such case the claim of the Client can only be enforced against the Addressee, and GLS Hungary shall only bear liability up to the limit of the service fee.
For late performance of non-guaranteed deadline services GLS Hungary shall not have compensation liability.
16.3.3. Relationship between damage compensation and possible insurance by the Client
Without the consent of GLS Hungary, the Client has no right to assign its insurance claims to any third party.
GLS Hungary pays no compensation for damage that is covered by payouts made on the basis of other insurance policies taken out by the Client or the addressee.
The Client has the right to take out insurance, in its own name and at its own expense, on the consignments to be forwarded.
16.4. The method of damage compensation:
In the case of damages that can be repaired, damages are covered up to the costs of repair at the location that is the most cost-effective location in terms of transportation costs. In the event of a repair, the damage compensation does not extend to the amount of depreciation.
Replacement is reimbursed at purchase value. GLS Hungary may assert a claim for the damaged asset items in connection with the compensation payments performed by it, if the replacement or acquisition cost of these was paid.
In the event of partial damage to the parcel, only the cost of partial or full replacement may be reimbursed.
If one or more elements or parts of a collection or set of objects are damaged during parcel transportation, the repair or replacement cost must be calculated proportionately with the ratio of the damaged items to the collection or set. When calculating the damage compensation, no special requirements relating to the uniformity of the collection or set, or the need for it to be maintained together, may be taken into consideration.
In the event of the damage or loss of used items the damage is compensated proportionately, in the ratio of the used value of the lost or damaged item to its new value.
For the purpose of determining the means of damage compensation (partial or full replacement, or repair), GLS Hungary is entitled to decide whether the damaged item can be economically repaired or whether its replacement is warranted.
16.5. Certifying the damage:
In the event of damage, a report must be made at the time of delivering the parcel or at the time of occurrence of the damage incident. In the report the parcel number must be identified; and the documents certifying the contents of the parcel, and the claim form, must be submitted to GLS Hungary.
If the above documents are not available to the person filing the claim for damages at the time the report is prepared, or if, in view of the nature of the damage, the claimant was unable to report the claim for damages relating to the parcel at the time of delivery, then the person filing the claim for damages must send these documents to the Service Provider immediately, but certainly no later than within the period indicated by the Service Provider to one of the following contact details:
http://weboffice.gls-hungary.com/QDR/QDR_FormData/ClaimClientFromCO (Contact: https://gls-group.eu/HU/hu/home → Service for recipients→ Complaints → Quality damage report) or
In the case of damaged parcels, GLS Hungary or its representative must be provided with the opportunity to inspect the parcels, and for this purpose they must be maintained in their condition at the time of the damage incident. The Service Provider shall have the right to decide on the lawfulness (legal basis) of the claim for damages without an inspection in the event that this can be clearly established based on the available data, records, photos. If the injured party disputes the findings of the Service Provider, he or she shall be entitled to request an inspection, in which case the Service Provider shall carry out the inspection at its headquarters in accordance with the General Business Conditions.
If, due to a breach of the above obligations, it becomes impossible to identify the material circumstances necessary for determining the extent of the damage, GLS Hungary shall be exempted from its damage compensation obligation.
GLS Hungary is obliged to report its claim for damage inspection within 3 (three) working days of reporting the damage or in the above case from a request to that effect by the injured party, provided that this is necessary for determining the damage. The damage inspection must be conducted after the consignment has arrived at GLS Hungary.
GLS Hungary reserves the right, if an inspection is required, to only pay compensation up to the value determined in the inspection.
If, despite the information provided by GLS Hungary, the person filing the claim for damages fails to provide the Service Provider, within not more than 30 days of the filing of the claim, with all the documents and evidence necessary to establish the legal basis for, or the extent of, the damage, then the Service Provider shall assess the damage claim on the basis of the documents and evidence that have been previously provided to it or that are otherwise available to it.
16.6. Payment of the damage compensation:
GLS Hungary shall arrange for payment of the damage claim within 8 (eight) calendar days following confirmation of the grounds for and the value of the damage claim. Payment of the damage compensation may, therefore, only take place after GLS Hungary has assessed the legitimacy of the claim and the amount, and has recognised the legitimacy of the claim – based on the damage inspection – and the Client has provided GLS Hungary with all the documents requested by it.
Default interest under Article 6:155 of the Civil Code is payable on the damage compensation from the day following the expiry of the above deadline.
GLS Hungary shall be exempt from payment of damages in the cases and conditions set forth in this subsection.
16.7.1. Consignments are excluded from damage compensation if their packaging does not conform to the requirements set out in these General Business conditions. Furthermore, the Service Provider shall not be liable if the damage is caused by an inner property of the consignment or by a deficiency of the packaging that cannot be noticed from the outside. The costs of packaging suitable for the transport conditions are borne by the sender in every case.
16.7.2. Parcels marked fragile and parcels that need to be handled with great care, such as items containing an orientation arrow, and those marked as non-stackable will be handled with care and attention by GLS Hungary’s staff, but the displaying of such a marking shall not result in any liability for damage compensation other than that regulated herein.
A fragile marking shall not exempt the sender from the obligation to use packaging that is suitable given the nature of the goods and the general conditions of transport, and that guarantees the integrity of the contents.
In the case of fragile objects (glass, porcelain, bottles, medicine and injection ampoules, infusion bottles, etc.) and of parcels marked “Fragile” or parcels that should be handled with great care, no claims shall be accepted if the outer packaging is undamaged but, due to the deficiency or shortcomings of the inner packaging, the items inside the parcel are damaged and their contents have leaked, contaminating the other items.
In the case of fragile objects and parcels that should be handled with great care as specified in this section, damage compensation is not payable if the damage resulted from a lack of the individual inner packaging of the items while the outer packaging is intact.
16.7.3. The leakage of liquids in the parcel must be prevented with a hermetically sealed cover. Compensation is not payable for damages caused inside the parcel due to leaking fluids.
16.7.4. After the handover to GLS Hungary of the intact parcels, the Service Provider shall not be liable for damages arising from any losses due to deficient packaging, suspicion of pilfering and, if several packages are bundled in a single parcel, a decrease in the number of bundled items.
16.7.5. Claims are excluded in case of chipping, scratching, wearing, scraping etc. damage to enameled and varnished goods if the outer packaging is intact; and in the case of furniture and wooden parts the above types of damage and damage due to denting, damage to polished surfaces, and the ungluing of the glued parts or veneer are excluded.
16.7.6. In the case of an unwrapped suitcase, handbag or travelling bag (not placed in a 5-ply cardboard box), no damage compensation is payable in the event of the soiling of the product or damage to the protruding parts (wheels, casters, handles).
16.7.7. Cases in which delivery was performed in the original, undamaged packaging, and the damage becomes known after delivery, are excluded from compensation.
16.7.8. Damage to new goods sent in their original manufacturer’s packaging are excluded from compensation if the packaging was undamaged and unopened upon delivery.
16.7.9. If the packaging of a properly packed parcel has not been damaged in the process of transportation and the vehicles or other tools taking part in the forwarding did not collide or topple or, and they were not shaken apart, no damage compensation is payable for the objects inside the packaging due to mechanical, electrical or electronic interference.
16.7.10. The deterioration, corrosion, oxidisation or discoloration of the contents of sent parcels are excluded from damage compensation.
16.7.11. Service Provider shall not be liable for damages if the consignment or its content is excluded under this General Business Conditions or if it may only be carried subject to conditions, and the Client failed fulfil the related requirements.
Any packaging deficiencies must be proved by the Service Provider. The sender must prove that the damage was not due to an inner property of the postal consignment or to a packaging deficiency.
16.8. Legal remedies available against the compensation claim established by the Service Provider
16.8.1. If the complainant does not accept the amount of compensation determined by GLS Hungary, and he is classed as a consumer under the Consumer Protection Act, then he may contact the Arbitration Board with jurisdiction in the area in which he lives or temporarily resides. Contact details of the Arbitration Boards: www.bekeltetes.hu.
16.8.2. If the complainant does not accept the compensation procedure conducted by GLS Hungary, he may contact the National Media and Infocommunications Authority or, if he is classed as a consumer under the Consumer Protection Act, then the Arbitration Board with jurisdiction in the area in which he lives or temporarily resides. Contact details of the Arbitration Boards: www.bekeltetes.hu.
17. Termination of the contract
17.1. Term of the agreement
In the case of regular parcel delivery, the Individual Contract shall be concluded for an indefinite period of time, unless otherwise provided by the Client and GLS Hungary. The regular parcel delivery contract between the Client and GLS Hungary may also provide that the contract between the Parties is for a fixed term, in which case the provisions of the Individual Contract shall determine the duration of the contract.
Unless otherwise provided in the Individual Contract (Framework Contract) between the Parties, in the case of regular delivery of parcels, any Party may terminate the Contract between the Parties without giving any reasons with 30 days’ notice. In this case, until the end of the notice period, the Parties shall be bound by the obligations set forth in the Individual Contract and these General Business Conditions. In this case the Client is obliged to dispatch the parcels in such a way that the Service Provider can attempt to deliver them during the term of the contract.
In the case of occasional consignments, the contract is concluded between the Parties for a definite period of time until performance by the Parties. After commencement of performance, the Parties shall not be entitled to normal termination of this contract. Should one of the Parties nevertheless terminate the contract, it shall be obliged to pay the resulting damages or the resulting costs of the other Party.
17.2 Termination of the Postal Service Agreement (common rules)
The Postal Service Agreement can be terminated
a) by normal termination of the contract;
b) by mutual agreement of the Parties to terminate the contract;
c) by immediate termination by one of the Parties;
d) if GLS Hungary has lawfully refused to perform the postal service agreement for the reasons set out in these General Business Conditions or in statutory regulations;
e) The regular parcel delivery contract is terminated if the parcel delivery is interrupted for 6 months without prior notice to the Service Provider, in which case the termination date of the contract is the date of expiry of the six-month period.
GLS Hungary is entitled to terminate the contract with immediate effect in the event of a serious breach of contract by the Client (sender) or if there is reason to believe that the Client is acting in bad faith during the performance of the contract.
It shall be considered as a serious breach of contract on the part of the Client (sender) if it fails to fulfil its material obligations under the contract. Such breaches include, but are not limited to, the following:
a) if the proportion of the Client’s returned parcels exceeds 5% and the reason for this is not attributable to an error on the part of GLS Hungary.
b) if the Client (sender) fails to meet its payment obligations arising from the contract by the due date for two consecutive months.
18. Limitation, Enforcement of Claims
Six months from the 15th day following the date of dispatch, GLS Hungary will be barred from its liability arising from the provision of postal service relating to damages arising from the destruction, partial or total loss or damage of the consignment, delayed performance of the time-guaranteed service, and non-contractual performance of the re-direction service.
If, during the limitation period defined in these General Business Conditions, the claimant filed a claim for damages under the legal title of partial or total loss, damage or destruction of the consignment or delayed delivery of a parcel dispatched with a guaranteed service, and the Service Provider disputed such claim for damages or failed to pay the amount of the damages within 60 days of the confirmation of legitimacy of the claim for damages, then the claimant may enforce its claim for damages before a court within the one-year limitation period commencing on the date of dispatch of the consignment. The duration of the arbitration board proceeding initiated based on a consumer dispute may not be considered as part of the claim enforcement period.
Regarding the compensation paid by the sender for damages caused by the consignment to the Service Provider or to other – extracontractual – third parties the general rules of the Civil Code shall apply.
19. Written form / Severability / Jurisdiction
19.1. Written form
Auxiliary and supplementary agreements, as well as any other agreements, shall only be valid if in writing.
GLS Hungary reserves the right, in respect of certain issues, to conclude an agreement with terms different from these General Business Conditions, although such agreement may not be in conflict with other, legal, regulations listed in section 1 above, or with other legal regulations governing postal activities, and shall only be valid if in writing.
19.2. Partial invalidity
If any of the provisions of these General Business Conditions is or becomes invalid, this shall not affect the validity of the other provisions thereof. Such invalid provision shall be replaced with a provision that fulfils as closely as possible the business purposes of the original provision.
19.3. Legal disputes
Any disputes over cases specified in the Postal Act shall be submitted by the parties to the competence of the National Media and Communications Authority.
The Parties agree that, in the event of any legal dispute arising from their postal service agreement, the court of the place where GLS Hungary has its seat shall have jurisdiction, depending on the value of the matter.
20. General or local limitation and suspension of service
GLS Hungary may limit or suspend parcel forwarding service compared to the terms of these General Business Conditions, if this is required due to an event of force majeure or a regulatory action.
Fore majeure events are extraordinary, unpreventable events occurring through no fault of GLS, such as a natural disaster, extraordinary natural event or freak weather, war, revolution, blockade, export-import ban, industrial action outside its sphere of interest, fire, flood, epidemic, quarantine, transport embargo and all other circumstance not listed herein that GLS is incapable of preventing and foreseeing, and for which GLS cannot be held responsible. Any circumstance resulting in the restriction of transport for a period of more than 2 hours, or measures by authorities entailing the evacuation of GLS facilities lasting for more than 1 hour, shall also constitute force majeure.
GLS Hungary may, due to traffic limitations or meteorological conditions, either suspend the service in certain areas or depart from the generally applied delivery rules.
GLS Hungary shall inform the Clients about any such limitation or suspension of the service.
In these cases, the Client shall not be entitled to raise any claims for damages.
21. Data protection, obligation of confidentiality
21.1. General rules on data protection
GLS Hungary handles and forwards, as data controller, all such data as relates to the performance of its parcel delivery service or has come into its possession in the course of the performance of its postal service – with the exception of the cases stated in paragraphs 21.2-21.6, pursuant to Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and the free movement of such data, and repealing Directive 95/46/EC (hereinafter: GDPR or the Regulation) and the provisions of Act CXII of 2011 on Informational Self-Determination and Freedom of Information, based on Act CLIX of 2012 on Postal Services (hereinafter: the Postal Act).
The Service Provider does not make the performance of the postal service dependent on the provision of any personal or other data, or of a declaration of consent to the processing of data, that is not necessary for the performance of the postal service with the content requested by the sender.
Service Provider shall not transmit to a data controller or data processor located in a third country any data that is related to the performance of the postal service or obtained during the performance of the service.
21.2. Confidentiality obligation regarding the contents of the parcel
GLS Hungary may only familiarise itself with the contents of the forwarded parcels to the extent necessary for performing the service.
21.3. Rules of opening a sealed parcel
21.3.1. may not open any sealed parcels – except for the cases mentioned in paragraph 21.5;
21.3.2. may only examine any non-sealed parcels for the purpose of, and to the extent necessary for, ascertaining the data necessary for dispatch, sorting, forwarding and delivery;
21.3.3. may not disclose to third parties any data obtained during the performance of the service – except for the Sender, the addressee (or other authorised recipients) and the organisations mentioned in paragraph 21.7;
21.3.4. may not hand over the consignment – for the purpose of examining its contents – to persons other than the Client, the addressee (or other authorised recipients) and the organisations mentioned in paragraph 21.7;
21.3.5. may not provide any information about the performance of the service to persons other than the Client, the addressee (or other authorised recipients) and the organisations mentioned in paragraph 21.7.
21.3.6. For the purposes of point 21.3.4., persons possessing the same authorisation as the Client (Sender) are defined as any persons designated as such by the Client (Sender). With respect to points 21.3.3. and 21.3.5., persons possessing the same authorisation as the Client (Sender) are also defined as persons who provide to GLS Hungary the unique identification data of the parcel, the password and the access code by electronic means of communication (telecommunication equipment, internet).
21.3.7. GLS Hungary may open a closed parcel if
22.214.171.124. the wrapping of the parcel is damaged to such extent that the opening of the parcel is justified by the need to protect its contents, and the contents of the consignment cannot be protected by repackaging without opening the parcel;
126.96.36.199. this is necessary for the elimination of a hazard caused by the contents of the parcel;
188.8.131.52. may immediately open the parcel if, due to the probable dangerous or perishable nature of the contents of the postal item, the Service Provider cannot be expected to keep it until the deadline specified by these General Business Conditions;
184.108.40.206. in the case of a postal parcel, after the retention period specified in these General Business Conditions.
21.3.8. GLS Hungary regulates the process of opening of parcels, and records the actions taken in a report. The fact that the parcel has been opened must be indicated on the consignment, and, if possible, the Sender must be notified accordingly, while also giving reasons.
21.4. General rules for the fulfilment of the confidentiality obligation, retention period
21.4.1. GLS Hungary, as well as the person (organisation) performing the postal agency activity, must ensure, through appropriate organisational and technical measures, the confidentiality of the consignments forwarded through the use of the parcel service. GLS Hungary, as well as the person (organisation) performing the postal agency activity, is obliged – provided that the statutory conditions are met and there is a request to this effect – to hand over or present any postal consignment, textual message or communication to the organisations authorised by a separate statutory instrument to examine the contents thereof, and shall also make possible the monitoring and storing of these, as well as any other kind of intervention in respect of the consignment or textual message.
22. Definition of terms used in the General Business Conditions
IOD: electronic or verbal information on parcel delivery
Rollkarte: the shipping document used by GLS Hungary and issued in respect of each parcel number, on which the recipient certifies the receipt of the parcel; the POD is an extract of the signed Rollkarte, in the form of a copy
Scanner: the device used for data recording during parcel forwarding
GLS General Logistics Systems countries that are part of the network the members of the GLS system at a given time:
Client: the party in a contractual relationship with GLS Hungary, the party bearing the costs at any given time. Unless otherwise agreed by the Parties, the Client is the sender in the case of a regular parcel delivery contract.
Parcel: postal consignment as defined by Point 35 of Section 2 of the Postal Act
Individual contract: The postal service agreement between the Client and the Service Provider, which has been individually negotiated by the Parties. This also includes the long-term agreement between the Client and the Service Provider.
Postal Service: service consisting in the acceptance, collection, processing, transport and delivery of postal consignments, in whole or in part, performed in the course of an economic activity.
Delivery: the activity performed by the Service Provider during which the postal consignment is removed from the Service Provider’s network or from personal supervision to the person entitled to receive it or placed in a mail box or other means of delivery.
Pick up: the activity which results in the postal consignment entering into the network of the postal service provider which concludes the postal service agreement at the pick-up point or at any other place agreed by the parties.
Sender: who concludes a postal service agreement with GLS Hungary in their own name.
Head of Organisation: a senior official of the Organisation, a manager, a senior employee of the Organisation, and any person who is entitled to a registration or general representation of the Organisation.
Organisation: legal entity and other organisation.
23. Amendment and applicability of the General Business Conditions
These General Business Conditions are the amended version of the General Business Conditions issued on 1 April 1998, and are valid with effect from 19 March 2020. Prior to their entry into force the General Business Conditions are reports to the National Media and Communication Authority, and from the 15th day preceding their entry into force they are accessible on the https://gls-group.eu/HU/hu/home website.
These General Business Conditions and the standard price list are published by GLS Hungary on the https://gls-group.eu/HU/hu/home website. The Clients shall always receive, as an annex to the contract offer, a copy of the General Business Conditions, which will also constitute an inseparable part of any contracts they may conclude.
Further information regarding the use of the service – i.e. a detailed description of the services, printed matter, forms, completion guidelines – are provided by GLS Hungary to its Clients in printed form in the "User Manual", and are also available via the www.gls-group.eu website.