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:

H-2351 Alsónémedi

GLS Európa u. 2.

hereinafter: GLS Hungary

General Business Conditions pertaining to parcel forwarding and management

These General Business Conditions are based on the Hungarian General Forwarding Conditions (MÁSZF), the CMR (Convention on the Contract for the International Carriage of Goods by Road, signed at Geneva in May 1956 and amended by the CMR Protocol signed at Geneva on 15 July 1978), the Montreal Protocol and Hungarian Act CLIX of 2012 on postal services (hereinafter: Postal Act), and Govt. Decree 335/2012 (XII.4.) on the provision of postal services and on the detailed rules of postal services relating to official documents, and on the general contractual terms of postal services 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 (1133 Budapest Visegrádi u. 106; address for correspondence: 1376 Bp., Pf. 997; Telephone: + 36 1 468-0500; Fax: 468-0680; e-mail: info@nmhh).

1. Introduction

GLS Hungary provides postal services that do not substitute for the universal postal service, to business, institutional and corporate Clients generally endowed with legal personality, who enter into long-term contracts with GLS Hungary in respect of the use of such services, and pay the fee for the service periodically, in arrears, based on performance, by bank transfer.

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, the provisions thereof shall take priority. With respect to matters not regulated in the long-term agreement, the provisions of these General Business Conditions shall apply.

GLS Hungary may, in the cases set out in §40, subsections (6)-(10) of Act CLIX of 2012, refuse or suspend the execution or the performance of the contract. Furthermore, GLS Hungary reserves the right to terminate the contract with immediate effect 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.

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 in all cases 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.

Although GLS Hungary’s product partly comprises an intermediated service (based on subcontractor performance), the GLS Hungary technology ensures that parcels can be tracked and traced throughout the entire process.

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 info@gls-hungary.com, vigyekel@gls-hungary.com, and

megrendeles@gls-hungary.com.

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 Office for addressees, which is open on working days between 7 a.m. and 8 p.m.

Addressees who call the number 36 1 802-02-65 are provided with information about their parcels, based on the parcel number.

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 as of the next working day in the case of deliveries within Budapest, and as of the second working day in the case of deliveries outside Budapest.

In the event of delivery to a GLS ParcelLocker, only IOD may be requested.

The Customer Service Office receives any damage reports and forwards them to the GLS Hungary damage claims administrator.

In the case of complaints, 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.

Complaints may also be entered in the Customer Comments Book available at GLS Hungary’s headquarters and at the provincial delivery depots. The Customer Service Office checks the Customer Comments Book at least once a week, and investigates and remedies any complaints and observations in accordance with the usual procedure and timeframes.

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 the time the complaint is lodged.

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 contact the National Media and Infocommunications Authority, or the arbitration board with jurisdiction in the complainant’s place of residence or abode. Contact details of the Arbitration Boards: http://www.bekeltetes.hu.

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

GLS Hungary performs the parcel-forwarding service strictly on the basis of a valid and effective contract. The contract may be concluded in the usual form, in writing, or after acceptance of the offer, in accordance with the content of the offer, although in all cases the precondition for validity is that the Client have the requisite number of parcel tickets, issued to it by GLS Hungary, for posting the parcels, or the Client produce the parcel tickets and posting information in accordance with GLS Hungary’s system, and that it use these tickets whenever parcels are dispatched.

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 shipping of export parcels within countries belonging to the network of GLS General Logistics Systems. These General Business Conditions shall apply exclusively to transport-related 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 Contractual Conditions of the foreign partner.

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 for import parcels are paid by the Sender in all cases; GLS Hungary does not invoice the addressee for the transport fee.
  • 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 proof, the confirmation issued by the business regarding the contract concluded between absent parties, which confirmation shall also state the full amount paid as consideration in connection with the sale and purchase of the product, and that no other fees payable by the addressee upon delivery are associated with the parcel. 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, he may contact the Arbitration Board with jurisdiction in his place of residence or abode. 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 info@nmhh.hu or the Arbitration Board with jurisdiction in his place of residence or abode. Contact details of the Arbitration Boards: http://www.bekeltetes.hu.

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.
  • GlobalBusinessParcel

BusinessParcel

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.

ExpressParcel

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 for reasons attributable to an error on the part of the service provider, the transport fee and twice the premium charged for the service 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, or 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.

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 may be 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.

GlobalBusinessParcel

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 §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, and the Client may enquire about this at GLS Hungary’s Customer Service Office by telephone. 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 cargo.

Value-added services available to domestic Clients for a separate fee:

Guaranteed24Service

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 a force majeure.

The service is not available for parcels forwarded in the context of other export trade.

Pick&ReturnService:

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&ShipService

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.

CashService

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 consignments, it is possible to order the service only through an installed GLS Hungary Connect application. GLS Hungary reserves the right to pass on the additional costs resulting from the transaction duty.

BankCardService

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 parcel deliveries within Hungary. 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. The service is provided by GLS Hungary on the basis of the Client’s instruction.

ExchangeService

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 via GLS Connect and GLS Online.

AddresseeOnlyService

For confidential consignments – Through the ordering of this service, the Sender can specify the person who will be accepting the parcel. Delivery of the parcel takes place upon presentation of official photographic ID 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.

ScheduledDeliveryService

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.

DayDefiniteService

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.

LateCollectionService

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.

DocumentReturnService

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.

ItemisedDeliveryService

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.

DisplayService

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 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.

StandbyService

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.

SaturdayService

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.

DeclaredValueInsuranceService

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 fee for the service. 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.

SMSService

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. The text message is worded by the Client, and can 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.

PreadviceService

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 three-hour window, and the telephone number of the GLS Hungary Customer Service Office for addressees. The service may be ordered using the GLS Connect software and via the GLS Online platform.

FlexDeliveryService

If this service is ordered, GLS Hungary shall make up to three attempts to deliver the parcels to the addressees (primarily private individuals), and offers six alternative means of delivery. After the first unsuccessful delivery attempt, taking the deadlines for storage into account, the addressee may use the online platform to either request delivery at another time, specify a new address for delivery, ask for the parcel to 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, 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..

ShopDeliveryService

If this service is ordered, the first delivery may be requested to a GLS ParcelShop or GLS ParcelLocker.

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 with the ShopDelivery Service may only be delivered to the ParcelShop selected by the Client, or to the specified GLS ParcelLocker, and not to the addressee’s address.

Delivery to a GSL ParcelLocker

Delivery to a GLS ParcelLocker is only possible if the Client orders the ShopDelivery Service or the FlexDelivery Service, or if the addressee selects this method of delivery as a part of the FlexDelivery Service.

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. Only in possession of both the parcel number and the code is the addressee able to open the door of the GLS ParcelLocker and collect the 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 the 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 on the GLS ParcelLocker.

The cash on delivery amounts paid via the POS terminal shall be forwarded by GLS to the Client following their crediting on the account of GLS Hungary.

Contact Service

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.

HazardousGoods Service

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 1.1.3.6), 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 for properly packed and addressed consignments.

Since parcels are handled within the GLS Hungary system using industrial technology, parcels that are not suitable for handling by way of the industrial 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 following conditions must be met during packaging:

  • Only fully sealed parcels may be dispatched.
  • Parcels loaded on a pallet 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 collection (P&S, P&R or parcel exchange).
  • 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 strapped together in a bundle are unacceptable, as the bundles may fall apart and thus only the parcel unit 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 CashService 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 inadequate order, GLS Hungary will attempt to clarify the data by contacting the Client.
  • 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 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, and in such cases GLS Hungary shall classify the parcel as dangerous goods subject to the ADR, and suspend its carriage. The Client 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 shall bear the totality of damage claims, authority fines and penalties resulting from an incomplete or erroneous declaration by the Client.
  • 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 whether or not to exclude the consignment from carriage. .
  • The packaging of goods that are subject to the ADR must also comply with the applicable requirements of the ADR.
  • Tyres can also be transported unpackaged. One unit may not consist of more than 2 tyres. Tyres must be strapped and secured together in a manner that ensures that the tyres remain together during transportation and loading, and that the parcel label can be appropriately attached.
  • 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.

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 Office.

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

The parcels are collected from 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 picking up the parcels, the GLS Hungary driver does not check the adequacy and addressing of parcels, although he shall refuse to accept parcels that are clearly inadequate. 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 by the driver), which serves only to confirm the number of parcels accepted. It is stated on the pick up receipt whether or not the check on the number of parcels has been performed. 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.

7. Delivery

At the time of delivery, the carefully packaged and legibly addressed parcel is handed over to the addressee by the delivery driver. In the case of personal delivery the addressee is required to ensure easy and safe access to the place of delivery. 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.

Parcels are handed over upon signing of the receipt by the addressee, or by other persons (aged 14 years and over) who, under the given circumstances, can be assumed to be entitled to receive the parcels. These include, primarily, the persons present in the premises of the addressee, the owner of the property at the address or the person providing accommodation to the addressee, and those in possession of the appropriate letter of authorisation. GLS Hungary does not investigate whether there is another natural person with 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.

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, besides the recipient's signature, the number of the ID certificate or passport presented by the recipient must also be recorded.

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.

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. Only in possession of both the parcel number and the code is the addressee able to open the door of the GLS ParcelLocker and collect the 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 a parcel cannot be delivered to the GLS ParcelLocker due to a lack of space, then the parcel will be returned to the depot performing the delivery, and the addressee will receive notification by email and/or SMS text message, based on which another delivery option can be selected.

8. Weight and size restrictions

Parcels may be dispatched in a weight of up to 40kg per parcel (or 50kg for export consignments). 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.

With the BusinessSmallParcel service the maximum weight of a parcel is 2 kg, and the maximum width is 40 cm.

The maximum dimensions of parcels that can be placed in the GLS ParcelLocker:

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 due to the above reasons by means of another carrier that undertakes the shipment of such consignments, and shall be entitled, furthermore, to charge to the Client the additional costs arising due to this. 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 thereof. With respect to these consignments, the delivery time guarantee shall cease to be valid.

9. Objects excluded from the scope of GLS Hungary’s services

GLS reserves the right to reject or stop any parcel which contains goods that are prohibited by law, or which could cause damage to any other parcel, or which breach these General Business Conditions or endanger the physical wellbeing of employees.

The following items are excluded from carriage:

  • goods packed inadequately and/or not in the standard forms of packaging customary in trade,
  • overweight or oversized consignments,
  • bundled parcels, parcels dispatched in wooden crates,
  • 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,
  • temperature-sensitive goods,
  • munitions, firearms, explosives and similar items, including weapons that function with compressed air or carbon-dioxide, and replicas that could be mistaken for genuine weapons, including any components thereof,
  • narcotics and psychotropic substances,
  • 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.

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.

The Client is obliged to notify GLS Hungary, prior to dispatch, about any parcels with a value that exceeds EUR 5,000.

If the parcel contains a product that is excluded from carriage, GLS Hungary is obliged to refuse to provide or continue to provide the service. The additional costs incurred due to the returning of the parcels to the Sender or any other place, and due to measures instituted by authorities, shall be borne by the Client.

10. The service

GLS Hungary performs the service as a carrier agent, and for fulfilling freight-forwarding tasks it uses the services of individual carriers, whose activity it monitors throughout the entire process, and the quality of which activity 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, the release of the parcel takes place upon the simultaneous provision of the parcel number and the individual/single-use identification code associated with it.

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 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, 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 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

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 starts out from the assumption that the Client is responsible for the correctness of the parities communicated to GLS Hungary. Thus, if according to the parity, 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 such 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.

12. Obligations of the Client

The Client is obliged to package each parcel in compliance with the industrial standards pertaining to parcel handling, providing the parcels with the adequately completed standard GLS Hungary parcel labels and documents. GLS Hungary is not liable for any errors in the completion of labels. The addressing of the parcel – especially the addressee’s details – must be complete. The Client must, during its cooperation with GLS Hungary, proceed in accordance with the guidelines of the GLS Hungary User Manual.

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.

If the Client consigns goods excluded in section 9, or fails to meet its obligations set out above, GLS Hungary may temporarily refuse to perform the service for the beneficiary.

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 is required to inform GLS Hungary of all major changes of data in writing, without delay. Such a reporting obligation applies in the following instances, among others:

  • a change to the Client’s name or address,
  • a change to the place of parcels collection,
  • a change to 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,
  • a change in the form of incorporation.

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). The Client, concurrently with the sending of the data, acknowledges that it possesses the necessary authorisation with respect to the data and to the data usage (especially for the use of the addressee’s fixed-line and mobile telephone numbers, in the manner and extent necessary for providing the service).

GLS Hungary excludes any liability on its part in relation to the data provided to it by the Client, and the handling thereof during the provision of the service.

13. Right of disposal

The Client may, in the absence of the addressee, authorise GLS Hungary to deliver the parcel to a neighbour or another appropriate person. In the case of such – written or verbal – authorisations, the certificate of receipt (IOD, POD) will be prepared in a modified format.

In the case of an export parcel, GLS Hungary may also proceed in accordance with the written instructions of the addressee, or may accept a delivery driver’s note instead of the delivery receipt.

14. Invoicing, prepayment

GLS Hungary performs the service exclusively subject to the payment of postage by the Client; it does not forward parcels in respect of which the postage is to be paid by the addressee.

The invoice for the service 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, with a payment deadline of 5 working days from the date 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 is obliged to settle the invoice by bank transfer, within the specified deadline. In the event of non-payment or if payment is more than 15 days overdue, GLS Hungary is entitled to offset its overdue receivables against the claims of the Client, and is entitled to assert a retention and lien right in accordance with the effective statutory provisions. In the event of late payment, GLS Hungary shall, from the first day of default, charge default interest on the basis of §6:48 of the Civil Code and §6:155 of the Civil Code, and the 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.

Following expiry of the payment deadline, GLS Hungary is entitled to engage a third-party receivables management company to manage its outstanding receivable from the Client. In this case, GLS Hungary, for the purpose of the management of its receivable from the Client, is entitled to provide such data as is necessary for achieving said purpose – if the Client is a natural person, then the personal details necessary for achieving said purpose – to the third-party receivables management company. Personal details to be provided:

  • the details necessary for identifying the Client;
  • the contact details necessary for the receivables management (address, email address, telephone number);
  • the details necessary for identifying the receivable.

15. Warranty

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 transport fee and 200% of the service fee will be refunded to the Client.

In respect of other aspects of the warranty, unless otherwise provided for in these General Business Conditions, 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

With respect to every single parcel, in the course of the damage claim procedure, observing §51 (7) of Act CLIX of 2012 on Postal Services, based on the authorisation set forth in §44. (2), in place of the provisions of §44 (1), (3)-(8), and §45-51, GLS Hungary stipulates application of the rules of the Civil Code (Act V of 2013) relating to liability for damage caused by a breach of contract. GLS Hungary provides compensation coverage for the Client in the event of damages attributable to GLS Hungary, i.e. damages resulting from negligent or unprofessional handling, including partial or total loss or destruction of the parcel. The damage compensation only provides coverage for direct physical damage, acquisition, replacement or repair value, and excluding any consequential damages or lost profits. 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.

Grounds for legitimate claims for compensation are established in the event that the claim for compensation is made in writing within 3 working days from delivery or returned delivery, and 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 meet the above deadline shall render the claim null and void.

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. GLS Hungary shall not be held liable for any claim arising from the late delivery of parcels without a guaranteed service.

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 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.

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 damage 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.

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.

The service provider shall arrange for the payment of the compensation that it considers justified within eight working days from submission of the last of the documents necessary for the assessment.

If the complainant does not accept the amount of compensation determined by GLS, he may contact the Arbitration Board with jurisdiction in his place of residence or abode. 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 info@nmhh.hu or the Arbitration Board with jurisdiction in his place of residence or abode. Contact details of the Arbitration Boards: http://www.bekeltetes.hu.

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.

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.

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.

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.

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 perform the damage inspection within 3 (three) working days following the reporting of the damage, insofar as it is necessary for assessing the damage.

GLS Hungary reserves the right, if an inspection is required, to only pay compensation up to the value determined in the inspection.

Payment of the damage compensation:

GLS Hungary shall arrange for payment of the damage claim within 8 (eight) calendar days following submission of the last of the documents necessary for assessing the damage claim. Payment of the damage compensation may only take place after GLS Hungary has assessed the legitimacy of the claim and the amount, and has recognised the same on the basis of all documents and the damage inspection.

Default interest is payable on the damage compensation from the day following expiry of the above deadline.

Exclusions:

Consignments are excluded from damage compensation if their packaging does not conform to the requirements set out in these business conditions. The costs of packaging suitable for the transport conditions are borne by the sender in every case.

Parcels marked fragile 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.) no claims shall be accepted if the outer packaging is undamaged and, due to the deficiency 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, damage compensation is not payable if the damage resulted from a deficiency of the inner packaging while the outer packaging is intact.

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.

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.

After the handover to GLS Hungary of the intact parcels, 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, shall not be the subject of a damage claim.

Claims are excluded in case of chipping, scratching, wearing, scraping etc. damage to enamelled 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.

In the case of an unwrapped suitcase, handbag or travelling bag, no damage compensation is payable in the event of the soiling of the product or damage to the protruding parts (wheels, casters, handles).

Cases in which parcel delivery was performed in the original, undamaged packaging, and the damage becomes known after delivery, are excluded from compensation.

Damage to new goods sent in their original manufacturer’s packaging are excluded from compensation if the packaging was undamaged and unopened upon delivery.

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.

The corrosion, oxidisation or discolouration of the contents of sent parcels are excluded from damage compensation.

17. Limitation clause

After the passing of one year from the 15th day following dispatch, all claims outstanding against GLS Hungary on any legal grounds shall expire.

18. 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. Severability / Jurisdiction

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.

Any disputes shall be submitted by the parties to the competence of the National Media and Communications Authority. The court with jurisdiction is: the court of justice with jurisdiction in the location of the GLS Hungary headquarters.

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.

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 a 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. GLS Hungary handles, processes and forwards all the data related to the parcel-forwarding service as well as those obtained during the performance of the service – subject to the differences mentioned in paragraphs 2-6 – with due consideration to Act CXII of 2011 on Informational Self-Determination and the Freedom of Information, and to Act CVIII of 2001.

21.2. GLS Hungary may only familiarise itself with the contents of the forwarded parcels to the extent necessary for performing the service.

21.3. GLS Hungary

21.3.1. may not open any sealed parcels – except for the cases mentioned in paragraph 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 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 7;

21.3.4. 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 7.

21.4. For the purposes of paragraph 3, point 4), persons possessing the same authorisation as the Client are defined as any persons designated as such by the Client. With respect to points c) and e), persons possessing the same authorisation as the Client 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).

21.5. GLS Hungary may open a closed parcel if

21.5.1. 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;

21.5.2. this is necessary for the elimination of a hazard caused by the contents of the parcel;

21.5..3. the parcel may be sold by GLS Hungary in order to recover the unpaid fee.

21.6. 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.

21.7. 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.

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,

Countries belonging to the GLS Hungary General Logistics Systems 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.

These General Business Conditions are the amended version of the General Business Conditions issued on 1 April 1998, and are valid with effect from 22 May 2017. 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 www.gls-group.eu website.

These General Business Conditions and the standard price list are published by GLS Hungary on the www.gls-group.eu 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.euwebsite.