General Terms and Conditions of GLS Belgium NV/SA, GLS Belgium Distribution NV/SA and GLS Belgium NV/SA - Branch of Luxembourg

hereinafter referred to as GLS

1. Application

1.1. These General Terms and Conditions (GTC) apply to every transport agreement between GLS and the sender. The transport agreement comprises all activities performed by GLS, in particular the pick-up and delivery of goods and all arrangements for the carriage of goods within Belgium and abroad.

1.2. By handing over the goods to be carried by GLS, the sender acknowledges that any transport is subject to the stipulations of the CMR (Convention for the International Carriage of Goods by Road), unless otherwise stated in the present GTC and in the tariff conditions. The application of the Belgian or any other Freight Forwarders´ Standard Terms and Conditions is excluded.

1.3. The goods, which GLS transports in, to and from Belgium, are divided into 'Parcel' and 'Freight'; both terms and the different types of products are defined in the tariff conditions.

1.4. The current GTC and tariff conditions are deemed to be accepted by the sender and the consignee for which the sender is responsible, even when these are in contradiction with his own general terms and conditions and tariff conditions.

1.5. Insofar as these terms and conditions have also been drawn up in a language other than Dutch, the Dutch text shall always be decisive in the event of differences.

2. Scope of service

2.1. GLS provides transport services which are carried out by independent carriers. The most economical and fastest transport as possible is achieved through standard operations. The goods are transported as consolidated shipments and – where possible – sorted and transported within the depots and reloading points by means of automatic conveyers. The goods are scanned regularly; date and time are registered.

2.2. GLS is not committed to conduct examinations or to execute measures for the conservation or improvement of the goods and their packing.

2.3. The pickup of goods will be acknowledged on the documents of receipt provided by GLS.

2.3.1. If the sender transfers data to GLS via remote data transmission, the mere transfer of data shall not be deemed as prima facie evidence that the goods listed in the electronic shipping list have actually been consigned to GLS. GLS is not obliged to compare the submitted data with an actual, corresponding inbound scan, unless otherwise explicitly agreed. Therefore, failure to notify the sender about discrepancies between the data transmitted and the actual inbound scan (e.g. absence) shall not be construed as acknowledgment of receipt of the respective good.

2.3.2. If GLS has to input the data manually, the sender will pay an extra charge per good. The use of the sender’s shipment notes will be subject to the prior written approval of GLS.

2.3.3. In the event of pick-up by (stand) trailers or swap bodies, the sender is responsible for loading the goods onto the trailer or swap body. He will make sure the goods are stacked in a secure way in order to avoid damage during transport. He will be solely responsible for any damage if the loading was not done in accordance with the conditions foreseen in the applicable laws.

2.3.4. In the event of pick-up by trailers or swap bodies or if it is not possible to check the external state of the goods at the moment of the pick-up, GLS shall only be liable for loss or damage once the goods concerned have been registered via inbound scan in the GLS depot.

2.4. On working days (except Saturdays), the delivery of goods which arrive in time at the depot for departure is generally carried out within 24 hours within Belgium (estimated time of delivery). Compliance with the estimated time of delivery is neither assured nor guaranteed (except for Express products and services).

2.4.1. Any additional attempt to deliver will be charged to the sender.

2.4.2. If delivery was not possible at the presentation, GLS will get in touch with the sender or via the notification card left in the letterbox, with the consignee (the same procedure than in article 2.4.6 will be followed). If the sender (or the consignee via the GLS website) fails to provide instructions within 5 working days for Belgium and Luxembourg and within 10 working days for other countries following this notification and the goods are not picked-up during this period, the goods will be returned to the sender at the latter’s expense.

2.4.3. If the sender (or the consignee via the GLS website) does give instructions, but these instructions prove unfeasible within 10 working days of the receipt of those instructions, GLS will notify the sender in writing and return the goods to the sender at the latter’s expense.

2.4.4. The sender/the consignee agrees, that – after a first unsuccessful delivery attempt at the consignee – delivery of goods can be carried out with discharging effect against signature of a neighbour of the consignee or of a person present in the business or household of the consignee (alternative delivery), unless, with respect to the specific circumstances, there are well-founded doubts whether the alternative is in the interests of the sender or his consignee. Neighbour is to be defined as a person who lives or works in the same or next building. The sender has the possibility to exclude the alternative delivery, but this can only be excluded for deliveries in Belgium.

2.4.5. In case the consignee or the sender granted GLS permission to deposit the goods at the place indicated (when nobody is present), the goods are deemed to be delivered; regarding these goods no claim can be introduced.

2.4.6. In case of shipment via a parcel locker, GLS’s responsibility starts with the pick-up of the goods by the driver. When GLS delivers the goods in a parcel locker, GLS’s responsibility ends with the delivery of the goods in the parcel locker. When the consignee picks up the goods in a parcel locker, the introduction of the unique code is taken as proof of reception and acceptance of the goods. The sender takes into account the dimensions of the parcel locker.

2.4.7. If the sender hands over parcels to GLS using the “FlexDeliveryService”, i.e. with parallel transmission of the consignee’s e-mail address, the consignee after being informed by GLS has the possibility to directly influence the delivery of the parcel. Instructions of the consignee are deemed instructions of the sender in regard to GLS. The parcel is delivered when delivered according to the instructions of the consignee taking into account clauses 2.4.1 to 2.4.5 above.

2.4.8. The delivery is carried out when the goods arrive at the first reception point or at the front door of the consignee, which is reachable by truck or van or a place accessible by manual transpallet.

2.4.9. In certain countries the delivery is carried out when the goods are delivered in a ParcelShop without the consignee’s explicit approval.

2.4.10. The sender/the consignee accepts the printout of the digitally available signature of the consignee or, where applicable, the delivery note list signed by the consignee is sufficient, as proof of delivery. In case of FlexDeliveryService, an e-mail to the consignee with the confirmation that delivery occurred according to the instructions given is sufficient as proof of delivery.

2.5. For the time of their duration, performance hindrances which are not attributable to GLS, relieve GLS from all obligations whose completion was made impossible through these. The resulting extra costs for GLS in order to carry out the transport order shall be at the expense of the sender.

2.6. If necessary, GLS may directly contact the consignee.

3. Excluded from transport

The goods listed below are excluded from transport by GLS due to their value or their composition:
3.1.

  • Goods which are insufficiently packed;
  • Goods which require special handling (e.g. being particularly fragile or have to be transported upright or only lying on a certain side);
  • Glass, when not sufficiently packed to withstand the strain of transport;
  • Perishable or temperature sensitive goods, remains, live animals, plants;
  • Precious metals and stones, jewellery;
  • Watches, objects of art, collector’s items and antiques with a value of more than 750 EUR per parcel;
  • Goods which possess a low value themselves but whose damage or loss could cause high consequential damages (e.g. volumes with sensitive data);
  • Phone cards and prepaid cards (e.g. for mobile phones);
  • Titles and documents with monetary value, coins;
  • Firearms and essential weapon parts as well as ammunition;
  • For parcels, hazardous goods of all kind, except the limited quantities;
  • For freight ADR goods class 1 (except for the subclass 1.4 S), class 6.1, 6.2, 7 and 9 (when the goods need to be transported under certain temperature or pressure conditions), ADR goods to be transported to the Netherlands and ADR goods for the Express product are excluded as well;
  • Goods whose dispatch would violate applicable laws;
  • Tobacco products and alcohol;
  • Personal effects and carnet ATA goods;
  • Goods the sending of which are prohibited under all applicable sanctions laws, for example because of their contents, their intended recipient or the country to or from which they are to be sent. Sanctions laws include all laws, regulations and orders imposing sanctions (including trade restrictions and economic sanctions) on countries, individuals or entities, including without limitation those imposed by the United Nations, the European Union and the member states of the European Union.

3.2. Goods which exceed the maximum weight, length, height and girth, mentioned in the tariff conditions are excluded.

3.3. The sender must ascertain whether the goods are excluded from transport before consignment of goods. GLS exclusively accepts packed goods for transport, which are opened during transport only in statutorily permitted exceptional situations.

3.4. If the sender assigns GLS with the transport of goods, which transport is prohibited according to clauses 3.1 – 3.2 and without prior written approval of GLS, the transport shall be effected at the sender’s own risk. The sender shall solely be responsible for all damages to his goods and damages suffered by GLS or third parties due to goods consigned contrary to a transport exclusion. He shall be liable for all claims, costs and expenses, including but not limited to expenses for appropriate measures in order to return, if possible, eliminate or avoid danger (e.g. securing, intermediate storage, return, disposal, cleaning, etc.). GLS can only be held liable for damage to or loss of excluded goods, when the sender has informed GLS in advance about the content and the value of the goods and the Managing Director of GLS has expressly given his written consent to this effect. Individual labels or signs which are affixed to the goods and which indicate a composition according to clauses 3.1 – 3.2, shall not be sufficient to alert GLS to a consignment contrary to a transport exclusion. Consent of a carrier or its agents or a tacit acceptance of goods does not represent approval of GLS.

4. Europallets

4.1. Europallet-management is only possible when agreed between parties. In such case, GLS can only be held liable for exchange or recovery of Europallets within the Benelux, if the sender pays a fee for the management of his Europallets. Besides, the sender needs to demonstrate the number of Europallets transferred to GLS. The exchange is limited to ground pallets.

4.2. The exchange does not occur for countries outside the Benelux, except for France and Germany and this only for shipments of maximum 3 Europallets. It is important that exchange of Europallets is immediately done at the consignee at the moment of delivery. In case no exchange is possible, GLS will not foresee any exchange with the sender (the surcharge is still payable).

4.3. In all other cases and for any other type of pallets, GLS cannot be held liable for the exchange or recovery of the pallets transferred to GLS.

4.4. In the event that the consignee cannot exchange Europallets at the moment of delivery, GLS will not foresee any exchange and these Europallets will not be returned to the sender.

5. Sender’s Obligations

5.1. Each good must contain or be carried out with the duly completed documents filled out by the sender and approved by GLS. The sender shall be liable for the consequences (also related to the invoices) of any errors in their completion. The sender shall ensure, when handing over the good, that only a single and GLS approved label is attached to the largest side of the good and is easily visible. A label number used should be unique. Used labels, addresses or miscellaneous old signs must be removed. When the label is missing or not properly fixed and GLS has to (re-)label the goods, the sender will pay an extra charge per label.

5.2. If goods arrive without any order for delivery (via EDI or written pick-up note), GLS will get in touch with the sender – when identification of the sender is possible – the next working day. If the sender fails to give instructions within 5 working days following the notification, the goods will be returned to the sender at the latter’s expense.

5.3. The sender is responsible for a proper, and with regard to the scope of service, sufficient inner and outer packaging, which withstands the strain of transport, whereby the packaging must ensure that on the one hand the goods themselves are protected against loss and damage and that on the other hand persons carrying out the transport and other goods transported are not endangered. The packaging must in particular ensure that access to the good’s content is not possible without leaving a clear trace on the outside of the good. The packaging guidelines of GLS will assist the sender in this matter (see gls-group.com).

5.4. Transport orders for abroad must include the appointment of GLS to administer customs clearance, if clearance is necessary. It is the responsibility of the sender to submit all documents required for the customs clearance to GLS without request. The sender shall be charged with the costs for customs clearance. If export goods are returned, additional costs for further freights, customs, taxes or other contributions will be charged to the sender, unless GLS is responsible for the return.

5.5. Ex Works consignments will not be accepted.

5.6. At the termination of the transport agreement and after payment of any due amounts, the remaining goods will be sent back to the sender at the latter’s expense.

6. COD (= Cash on Delivery) Consignments

6.1. GLS provides COD service, i.e. the possibility to deliver goods subject to payment in cash or check on delivery (subject to the stipulations hereunder). If several COD parcels are handed over to GLS on the same day for transport (to the same consignee), every parcel has to be declared separately as a COD-parcel.

6.2. GLS guarantees the reimbursement of the COD amount to the sender up to a maximum of 3.750 EUR per day and per consignee for Belgium and up to a maximum of 1.900 EUR per day and per consignee for GD Luxembourg (i.e. no financial guarantee on the whole amount for COD consignments exceeding 3.750 EUR for Belgium and 1.900 EUR for GD Luxembourg) and up to a maximum of 10.000 EUR per sender (i.e. no financial guarantee on the whole amount for COD consignments exceeding 10.000 EUR) for all deliveries made during any ten calendar day period. If, on one and the same day, the total COD consignments to the same address from whatever sender amount to a sum equal or higher than 3.750 EUR for Belgium or 1.900 EUR for GD Luxembourg, the consignee must pay with a certified check which includes the total amount of all COD consignments for that day together.

6.3. GLS is entitled at any time not to warrant the financial guarantee for certain senders, shipments or consignees.

6.4. The above financial guarantee does not apply to the product ‘FreightSolution’, to consignments to destinations outside Belgium and GD Luxembourg or to ‘Express’ shipments.

6.5. The option of COD consignments is only open to regular GLS customers, who have obtained a GLS customer number.

6.6. If GLS has to make a delivery to a consignee who has issued bad checks before, GLS is entitled to demand cash payment or a certified check upon delivery. If the consignee does not pay in cash or with a certified check, the consignment will be returned to the sender at the latter‘s expense.

6.7. The COD amounts must be entered on the appropriate designated GLS form. If data are transferred via remote data transmission, the amount being submitted electronically shall be binding. If the COD amount is indicated in digits and in words, the digits prevail.

6.8. For every COD good an additional fee will be charged.

6.9. Payments in cash are limited to 3.000 EUR or if the price is equal to or higher than 3.000 EUR, the payment in cash is limited to 10% of the price, with a maximum of 3.000 EUR. This limitation is applicable regardless of whether the sale or the service performance takes place in one transaction or via multiple transactions between which there seems to be a connection. The sender shall be liable for all costs and fines due to the non-respecting of this rule.

6.10. GLS does not accept 500 EUR bank notes for payments.

6.11. The use of bills of exchange is not permitted.

6.12. Reimbursement of COD amounts will be settled at the moment of the GLS’ invoices and will be automatically set off against outstanding invoices.

6.13. Any COD service offered to the sender of the COD consignment are offered on the basis and understanding that GLS will act as the sender’s cash collection agent only and GLS does not have the authority to bind the sender, or to conclude an agreement with the recipient of the COD consignment on behalf of the sender. The sender shall perform its anti-money laundering obligations as required by applicable law and/or regulation.

7. Transportation fees, Reimbursement of Expenses and Payments

7.1. The prices and surcharges agreed between GLS and the sender apply. Instructions to transport a good to another destination and the transport of goods (pallets excluded) which cannot be sorted automatically are charged to the sender according to the respectively valid price table. If a good has to be returned to the sender for reasons not attributable to GLS, GLS invoices the sender once more with the transportation fee (see also article 2). The cancellation of an order may be charged. If the waiting time before the pick-up or delivery of the goods is more than 20 minutes, GLS can invoice the sender a surcharge per started quarter.

7.2. Invoices of GLS are to be paid within 15 days from the invoice date and without deduction. The charging of counterclaims by the sender/addressee is forbidden. Invoices of GLS which are not protested within 15 days of the date of the invoice shall be considered as definitively accepted. GLS is authorized to adapt its prices and tariffs per January 1st of each year. If the sender fails to pay any amount due within 15 days, he shall have to pay – without any prior notice – in addition to the invoice, an interest equal to 10 %, starting on the due date of the invoice(s) up to and including the day of actual payment and an indemnity of 10% of the amounts due with a minimum of 50 EUR, all this without prejudice to the collection costs established by the law of 02.08.2002. Every month started will be considered a complete month.

7.3. In case of a sender not executing his obligations, including failure to respect the payment terms for any reason, GLS is free to stop its services and to demand immediate payment of all invoices, even those not yet overdue, without prior notification or legal proceedings and without prejudice to the compensation. GLS is also free to exercise a lien on all the goods and documents it holds and this to cover all amounts the sender is or shall be due.

7.4. GLS has the right to send e-invoices to its senders.

7.5. If costs or charges have to be paid by a foreign consignee, or were caused by him, then the sender has to substitute the charges to GLS which were not settled by the foreign consignee upon the first request.

7.6. Unforeseeable and/or extraordinary increases of costs that are based upon legal regulations or laws (e.g. motor vehicle taxes) shall entitle GLS to adjust the stipulated prices accordingly.

8. Liability

8.1. The liability of GLS is in any case limited to the limits of the CMR Convention (= Convention for the international carriage of goods by road). GLS can – within the limits of the CMR Convention – be liable for loss or damage of goods in its custody up to the amount of 8.33 Special Drawing Rights (SDR) of the International Monetary Fund per kg of the gross weight of the lost or damaged part of the goods. For some products GLS can – within the limits determined in the tariff conditions – accept a higher responsibility but only in case GLS has given its specific approval explicitly and in a written form. GLS is not liable for consequential damage or loss, e.g. losses or damage of a purely commercial nature like loss of turnover or earnings, missed profits, cost of replacements or losses attributable to delay in customs clearance or airfreight completion, without this list being limitative.

8.2. Declarations of an amount of a special interest in delivery or declarations of a special value of a good, which give rise to an increase of the above mentioned limitation of liability according to art. 24 or art. 26 CMR Convention, will not be accepted.

8.3. If GLS offers and the sender orders the so-called “Pick&ReturnService” or the “Pick&ShipService” respectively (pickup of the goods at a third party and consequent dispatch to the sender respectively another, third consignee), GLS shall not be liable for the completeness and intactness/damage of the contents of the collected goods. If GLS offers and the sender orders the so-called “ExchangeService” (delivery of goods with simultaneous pickup of return goods), GLS shall not be liable either for the completeness and intactness/damage of the content of the return goods.

8.4. Claims for an amount under 50 EUR are not accepted.

8.5. GLS cannot be held liable for any damage other than to the goods.

9. Insurance and All Risk/Add-On Insurance (Freight)

9.1. The insurance agreements signed by the sender cannot be opposed against GLS.

9.2. The sender can insure his goods by declaring the value to be insured under the All Risk or Add-On insurance cover which GLS has contracted with its insurer. If the sender wants to make use of the All Risk or Add-On cover, clear and unambiguous instructions must be given at least one working day prior to the shipment. An additional cost consisting of premiums, fees and taxes will be charged to the sender for each shipment to be insured; the insurance rates are described in the tariff conditions. The insured value is limited to the sales value, excluding VAT. The maximum amount what can be covered by this All Risk or Add-On Insurance is 25.000 EUR per parcel and 50.000 EUR per consignment (with a maximum of 250.000 EUR per pick-up address and 1.000.000 EUR per vehicle). If the insured amount is less than the value of the goods, damages will be reduced proportionally.

9.3. GLS is entitled to exclude certain goods and/or senders from the All Risk or Add-On insurance at any time.

9.4. The All Risk or Add-On insurance is only available for regular GLS customers who have obtained a relation number.

9.5. Upon payment of the premiums, fees and taxes, GLS offers tailor made insurances (Freight and Parcel) at the request of the sender.

10. Procedure for reimbursement

10.1. In the event of damage or full or partial loss it is essential that the rules in these GTC are strictly observed; if not, the sender may forfeit all rights to damages.

10.2. In case of visible damage or loss, a detailed and complete qualification must be noted by the consignee on the consignment note before signing for receipt of the goods.

10.3. Invisible damage however must be notified by registered letter to GLS immediately after noticing and within 7 working days (including Saturdays) following the delivery of the goods.

10.4. Late complaints will not be taken into account. The claim file must be submitted as soon as possible.

10.5. The sender shall produce objective proof of the damage or loss claimed to GLS.

10.6. The sender has 20 calendar days to submit one of these documents to GLS. After a first reminder by GLS and without response within the 10 following calendar days, the claim file will be automatically closed.

10.7. When the sender asks for damaged goods the reimbursement of the value of the goods, parties accept that the damaged goods can be claimed by GLS, before settlement of the claim. GLS may dispose of the goods, in order to try to reduce the amount of the claim. When these goods are no longer available via the sender, the claim will be dropped.

10.8. The sender shall by no means invoke loss or damage in order to suspend, totally or partially, the payment of the amounts due to GLS.

10.9. Goods will only be returned to the sender at his expense – even when damaged.

10.10. If damage to goods is discovered at the GLS premises, GLS will notify the sender and wait for his instructions (meaning (1) the return of the goods to the sender, (2) presentation to the consignee or (3) new delivery address; in the three cases the sender will bear the expense). If the sender fails to give instructions within 5 working days (excluding Saturdays) the goods will automatically be returned to the sender at his expense.

11. Reimbursement of Expenses

If the sender instructs GLS to receive incoming goods or to import a good arriving from abroad, GLS has the right, but not the obligation to advance freight charges, cash on delivery fees, customs, and taxes as well as any other charges or expenses and request refunding from the sender.

12. Exclusion of Further Claims of the Sender

GLS cannot be made liable for fines, which the sender is obliged to pay to third parties.

13. Prescription of Claims

All claims against GLS will elapse after one year. The prescription period will be calculated either from the date of delivery of the goods or, if the goods were not delivered, from the end of the day, on which the delivery should have been carried out.

14. Duration and termination

Unless the parties agree otherwise in writing, the contractual relationship between the sender and GLS shall be indefinite. It may only be terminated subject to providing 6 months minimum notice by means of a registered letter.

15. Confidential Information

Sender and GLS will make sure that all information supplied by one party to the other party which the other party knows or should reasonably know to be of a confidential nature shall be treated as confidential information. The party who receives the confidential information undertakes to use this information only for the purpose for which it is supplied.

16. Privacy and processing of personal data

16.1 GLS takes data protection seriously. GLS processes personal data provided in the context of the agreement for the execution of the agreement and for the proper provision of services. GLS processes personal data in accordance with the General Data Protection Regulation. In this context GLS has drawn up a privacy statement, which can be found on its website. This privacy statement forms an integral part of these GTC.

16.2 The personal data processed by GLS shall be kept as long as they are necessary for the processing purposes elaborated in the privacy statement and no longer than legally permitted.

16.3 The Sender is also obliged to process personal data in a proper and careful manner and to comply with the applicable privacy laws and regulations.

16.4 In the event of requests and/or complaints from data subjects and/or supervisory authorities, in the event of discovery of a possible breach in connection with personal data ('data breach') or in the event of obligations to share personal data with third parties and/or obligations otherwise in the context of privacy, the Sender shall, if these matters also concern GLS, inform GLS of this as soon as possible, but no later than 36 hours.

16.5 The Sender shall inform consignees of the transfer of their personal data and shall indemnify GLS against all claims, fines and/or costs arising from the Sender's failure to comply with applicable privacy laws and regulations.

17. Publicity

GLS is authorized to publicly refer to the existence and content of the agreement for marketing and/or publicity purposes.

18. Written form

Supplementary agreements and divergent agreements require the written form.

19. Severability/Jurisdiction

19.1. If any provision of these GTC should be invalid or non-enforceable, this shall not affect the validity and enforceability of the remaining provisions.

19.2. All agreements under these GTC are subject to the Belgian law.

19.3. Disputes arising from the contract of carriage fall under the sole competence “ratione loci” of the Brussels Courts. GLS may also, if it so wishes, petition any other competent court “ratione loci” in order to take cognizance of the dispute.

19.4. When the sender has completed the internal complaints procedure and when he is not satisfied with the answer of GLS, the possibility exists for the sender to address him to the Ombudsman of the Postal Sector.

19.5. Unforeseeable and/or extraordinary increases of costs that are based upon legal regulations or laws (e.g. motor vehicle taxes) shall entitle GLS to adjust the stipulated prices accordingly.

19.6. These GTC are valid for all shipments sent since 1 January 2020.

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1. Application

1.1 Les présentes conditions générales (CG) s’appliquent à tout contrat de transport conclu entre GLS et le client ParcelShop, ci-après dénommé ‘l’expéditeur’. Le contrat de transport inclut toutes les activités de GLS, et plus particulièrement l’enlèvement et la livraison de colis, ainsi que toutes autres conventions relatives au transport de colis en Belgique et à l’étranger. De plus, les directives pour l’envoi occasionnel de colis sont également d’application (voir: https://gls-group.com/LU/en/shipping/occasional-shipment).

1.2 Par la remise à GLS des colis à transporter – via le ParcelShop – l’expéditeur accepte que chaque transport soit soumis aux dispositions de la convention C.M.R (Convention pour le transport international de marchandises par la route), sauf stipulations contraires dans les présentes CG et dans les conditions tarifaires. L’application des conditions générales de vente standard des Commissionnaires-Expéditeurs belges ou de tout autre Commissionnaires-Expéditeurs est exclue.

1.3. Les présentes CG et les conditions tarifaires s’entendent être acceptées par l’expéditeur et le destinataire pour qui l’expéditeur se porte-fort si nécessaire, même si ceux-ci sont en contradiction avec ses propres conditions générales et ses tarifs.

1.4. S’il existe une différence entre les différentes versions linguistiques des présentes CG, la version néerlandophone aura priorité.

2. Étendue du service

2.1 GLS fournit des services de transport qui sont réalisés par des transporteurs indépendants. Un transport aussi économique et rapide que possible est obtenu grâce à des opérations standardisées. Les colis sont transportés en groupage, triés et transportés dans les dépôts et les points de rechargement grâce à des convoyeurs automatiques, si possible. Les colis sont scannés régulièrement; la date et l’heure sont enregistrées.

2.2 GLS n’est pas tenue de réaliser des contrôles ou d’exécuter des mesures pour conserver ou améliorer les colis et leurs emballages.

2.3 L’enlèvement de colis, ainsi que la réception de colis dans un ParcelShop sont confirmés par la remise d’un reçu GLS.

2.4 La livraison des colis, qui arrivent à temps au dépôt d’expédition, est en général réalisée les jours ouvrables (samedi non compris) en 24 heures pour la Belgique (délai de livraison normale). GLS ne peut en aucune façon ni assurer, ni garantir la livraison effective endéans le délai de livraison normal.

2.4.1 Chez les destinataires commerciaux, la livraison peut être effectuée au service de réception des marchandises. Les livraisons aux boîtes postales où à des adresses spéciales similaires sont exclues.

2.4.2 Dans l’intérêt d’une livraison la plus rapide possible, les colis peuvent, au cas où le destinataire n’était pas présent en personne à la première tentative de livraison, être délivrés chez une personne présente dans le bâtiment ou magasin du destinataire ou, si cela n‘est pas possible, chez un voisin du destinataire, pour peu que l’on puisse supposer qu’une telle personne puisse réceptionner les colis. Le terme ‘voisin’ s’applique à toute personne vivant ou travaillant dans le même bâtiment ou le bâtiment avoisinant. Si cela devait s’avérer impossible, les colis peuvent être stockés dans un ParcelShop pour être retirés par le destinataire. Le destinataire en sera informé par le formulaire (avis de passage) qui sera laissé dans sa boîte aux lettres, mentionnant l’endroit où il peut aller chercher son colis.

2.4.3 Si le destinataire ou l’expéditeur autorise GLS à déposer le(s) colis, il(s) est/sont considérés comme livré(s) à l’endroit indiqué dans l’autorisation.

2.4.4 La livraison est considérée comme effectuée lorsque les colis parviennent au premier point de réception du destinataire, qui soit accessible par camion ou par camionnette.

2.4.5 A la livraison d’un colis, la personne qui le réceptionne confirme sa réception sur le scanner à main ou, si d’application, en signant la liste d’envoi. La signature digitale disponible suffit comme preuve de livraison.

2.5 Toute entrave à l’exécution du service qui n’est pas imputable à GLS, décharge GLS pendant toute la durée de l’entrave de toute obligation dont la réalisation a été rendue impossible en raison de cette entrave. Les frais supplémentaires que cette entrave occasionne pour GLS dans l’exécution de son ordre de transport seront à charge de l’expéditeur.

2.6 En cas de besoin, GLS peut prendre directement contact avec le destinataire.

2.7 Si les colis ne peuvent pas être livrés au destinataire conformément aux articles 2.4.1 à 2.4.4 ou à une autre personne mentionnée à l'article 2.4.2 ou stockés dans un GLS ParcelShop et ne peuvent être retournés à l'expéditeur, parce qu’il ne peut pas être identifié ou si l'expéditeur refuse de reprendre les colis, GLS peut vendre le colis après une période de 90 jours. Cette période commence au moment où il est confirmé que le colis ne sera pas livré. Les colis qui ne peuvent être vendus par GLS seront détruits.

3. Biens exclus de prestation de services (biens prohibés)

Les biens suivants seront exclus du transport par GLS :

3.1

  • Les colis dont la valeur dépasse 5.000 EUR ;
  • Les biens qui ne sont pas suffisamment emballés ou emballés d’une façon non conforme aux pratiques; ordinateurs (desktops, tours, notebooks) ainsi que les moniteurs qui nécessitent un emballage de qualité spécifique au transport.
  • Les biens qui exigent une manutention spéciale ou un traitement soigné (p. ex. parce qu’ils sont particulièrement fragiles ou parce qu’ils doivent être transportés debout ou couchés sur un certain côté);
  • Le verre;
  • Les biens périssables ou nécessitant une certaine température, des dépouilles mortelles, des animaux vivants ou des plantes;
  • Les métaux précieux et des pierres, des bijoux, les vraies perles, les objets d’art, les objets de collection et antiquités;
  • Les autres biens de valeur (p. ex. : les montres) avec une valeur supérieure à 500 EUR par colis;
  • Les colis qui ne représentent pas en eux-mêmes une grande valeur mais dont l’avarie ou la perte pourraient entraîner d’importants dommages indirects (p. ex. : des porteurs de données sensibles);
  • Les cartes téléphoniques et les cartes prépayées (p. ex : pour des téléphones portables);
  • L’argent et les documents de valeur (p. ex. : les lettres de change, les carnets d'épargne, titres);
  • Les armes à feu et les pièces d’armes ainsi que les munitions;
  • Les biens dangereux de toutes catégories pour les colis, y compris les déchets;
  • Les colis dont la distribution violerait les lois et règlements en vigueur, y compris les colis qui sont une violation des droits de propriété intellectuelle tels que la contrefaçon ou des copies de produits sans licence (contrefaçon);
  • Des biens pour lesquels l’envoi est interdit en vertu de toutes les sanctions applicables, par exemple en raison de leur contenu, leur destinataire ou le pays vers lequel ils doivent être envoyés. L'expéditeur s'assure, en consultant les lois et règlements en vigueur, quels comportements sont interdits ou punissables et ce, de manière continue, afin d'informer l'expéditeur de tout changement pertinent. Les lois et règlements pertinents comprennent les lois-Sanctions à savoir toutes lois, règlements et ordonnances imposant des sanctions (y compris les restrictions commerciales et les sanctions économiques) sur les pays, les personnes ou entités, y compris, sans limitation celles imposées par les Nations Unies, l’Union européenne et les Etats membres de l’Union européenne.
  • Les colis contre remboursement;
  • Le tabac, les produits dérivés, les boissons alcoolisées et les stupéfiants;
  • Les biens personnels et les biens expédiés avec un carnet ATA;
  • Les colis pour l’une des destinations suivantes :
    • en dehors de l’Europe: tous les pays (destinations des douanes)
    • au sein de l’Europe: Andorre, Ceuta, Gibraltar, la Grèce, Livigno, Malte, Melilla, Monaco, San Marino, Chypre, la Cité de Büsingen am Hochrhein (code postal D-78266), territoires d’outre-mer et toutes les îles européennes, à l’exception des îles d’Allemagne, de la Croatie, de la Grande-Bretagne et de l’Irlande.

4. Obligations de l’expéditeur

4.1 Chaque colis doit porter et/ou être accompagné des documents dûment complétés et approuvés par GLS. L’expéditeur sera seul responsable des conséquences résultant de toute erreur dans les données qui y sont complétées. L’expéditeur s’assurera, lors de la remise du colis, qu’une seule étiquette approuvée par GLS sera apposée sur la plus grande face du colis et qu’elle sera bien visible. Chaque numéro d’étiquette devra avoir un usage unique. Les étiquettes utilisées, les adresses ou les divers anciens symboles doivent être enlevés.

4.2 Lorsque l'expéditeur ne respecte pas les dispositions de l'article 4.1, GLS a le droit de décharger le colis, de le stocker, de l’assurer ou de le réexpédier sans toutefois rembourser l'expéditeur et l'expéditeur sera tenu responsable de toutes les dépenses et les coûts occasionnés par cette action. Pour les expéditions vers d'autres pays de l'UE, l'expéditeur a l’obligation de veiller à ce que tous les documents nécessaires à l'exonération de la TVA pour les livraisons intra-communautaires soient remplis.

4.3 L’expéditeur est responsable pour le payement de toutes taxes et impôts relatifs aux biens envoyés. L’expéditeur est responsable de prévoir un emballage extérieur et intérieur adéquat, approprié au service de transport contracté, résistant aux chocs occasionnés durant le transport ; l’emballage doit garantir, d’une part, que les biens eux-mêmes soient protégés contre les pertes et les dommages et, d’autre part, que les personnes réalisant le transport et que les autres biens transportés ne soient pas mis en danger. L’emballage doit, en particulier, garantir qu’il ne soit pas possible d’accéder au contenu du colis sans laisser de trace apparente sur la partie extérieure du bien. Les ‘Instructions d’emballage’ de GLS sont conçus pour aider l’expéditeur en cette matière (consulter le site internet).

5. Frais de transport, remboursement des dépenses

5.1 Les prix et les suppléments appliqués seront conformes à la version de la liste de prix en vigueur le jour de la commande. Les frais de transport doivent être payés lorsque le colis est déposé.

6. Responsabilité

6.1 Lorsque l’expéditeur n’a pas souscrit d’assurance de transport, GLS accepte – en cas de perte ou d’endommagement des colis dont GLS est responsable – une responsabilité basée sur la valeur réelle des marchandises avec comme seuil maximum:

  • Le prix d’achat ou la valeur réelle pour des marchandises de seconde main ou le prix de vente lorsque les marchandises ont été vendues lors d’une vente publique,le montant le plus bas étant toujours déterminant, et dans tous les cas limité à 750 EUR par colis. Si le contenu du colis ne peut pas être démontré par le biais d’une facture d’achat ou de vente, l’article 6.2 sera d’application.

6.2 Lorsque l’expéditeur dispose d’une assurance de transport, GLS peut – dans les limites de la convention CMR (Convention pour le transport international de Marchandises par la Route) être tenu responsable en cas de perte ou de dommages aux colis sous sa responsabilité, jusque 8.33 droits de tirage spéciaux (D.T.S) du Fonds Monétaire International par kilogramme du poids brut de la partie endommagée ou perdue du colis.

6.3 GLS ne peut être tenu responsable pour des dommages indirects ou des conséquences de pertes, p. ex. pour les pertes et les dommages d’une nature purement commerciale, comme la perte de chiffres d’affaires ou de revenus, perte de bénéfices, sans que cette liste soit limitative. De plus, les dommages causés par le retard dans le transport aérien sont exclus.

6.4 Pour le transport international la législation CMR, la Convention de Montréal ou la convention de Varsovie peuvent être d'application.

6.5 Les réclamations pour un montant inférieur à 50 EUR ne sont pas acceptées.

6.6 GLS ne peut jamais être responsable pour des dommages autres qu’au colis transporté.

7. Procédure d’indemnisation

7.1 En cas de dommage ou perte partielle ou totale, il est impératif que les règles mentionnées dans les présentes CG soient respectées ; sinon l’expéditeur perdra tous ses droits.

7.2 En cas de dommage ou de perte visible, des réserves détaillées et complètes doivent être émises sur la lettre de voiture avant que celle-ci ne soit signée pour la réception des colis.

7.3 Les dégâts non-visibles doivent être signalés par courrier recommandé à GLS immédiatement après constatation, mais de toute façon endéans les 7 jours ouvrables (samedi inclus) qui suivent le jour de livraison des colis.

7.4 Les réclamations tardives ne seront pas prises en compte. La remise de la réclamation et des pièces justificatives doit se faire aussi vite que possible.

7.5 L’expéditeur doit produire des preuves contradictoires vis-à-vis de GLS du dommage ou de la perte réclamée.

7.6 L’expéditeur dispose de 20 jours calendrier pour remettre un de ces documents à GLS. Après un premier rappel de la part de GLS et sans réponse dans un délai de 10 jours calendrier supplémentaires, le dossier sera clôturé d’office.

7.7 Lorsque l’expéditeur demande le remboursement de la valeur complète des biens endommagés, les parties acceptent que les biens endommagés puissent être récupérés par GLS avant de régler le dossier de réclamation. GLS peut vendre les biens afin d’essayer de réduire le montant de la réclamation. Lorsque ces biens ne seront plus disponibles via l’expéditeur, la réclamation sera déboutée.

8. Exclusion de réclamations supplémentaires de la part de l’expéditeur

La transmission à GLS des amendes à payer, que l’expéditeur est tenu de payer à des tiers, est exclue.

9. Prescription des réclamations

Toutes les réclamations déposées contre GLS sont prescrites après une période d’un an. La période de prescription sera calculée soit à compter de la date de livraison du colis soit, si le colis n’a pas été livré, à compter de la fin du jour où la livraison aurait dû être réalisée.

10. La protection et le traitement des données personnelles

10.1 GLS prend très au sérieux le respect et la protection de la vie privée et la sécurité des données personnelles. GLS traite les données personnelles obtenues dans le cadre du contrat pour l’exécution du contrat et afin de rendre un service de qualité. GLS traite les données personnelles en respectant le Règlement Général sur la Protection des Données. Dans ce cadre, GLS a rédigé une politique en matière de protection de la vie privée laquelle peut être consultée sur son site web. Cette information fait partie intégrante des présentes CG.

10.2 GLS traite des données à caractère personnel pour toute la durée nécessaire au regard de la finalité concernée mentionnée dans la politique en matière de protection de la vie privée mais pas au-delà ce qui est légalement autorisé.

10.3 L’expéditeur aussi est obligé de traiter les données à caractère personnel d’une façon adéquate et correcte et de respecter les législations applicables concernant le respect de la vie privée et la protection des données personnelles.

10.4 En cas de demandes et/ou de plaintes de la part des personnes concernées et/ou d'autorités de contrôle, en cas de découverte d'une éventuelle infraction concernant des données personnelles (« une fuite de données ») ou en cas d'obligation de communiquer des données personnelles à des tiers et/ou d'autres obligations dans le cadre de la protection de la vie privée, si ces questions concernent également GLS, l'expéditeur en informera GLS dès que possible et au plus tard dans les 36 heures.

10.5 L'expéditeur informera les destinataires du transfert de leurs données personnelles et indemnisera GLS contre toute réclamation, amende et/ou frais résultant du non-respect par l'expéditeur des lois et règlements applicables en matière de protection des données.

11. Formulation par écrit

Des accords supplémentaires et divergents nécessitent d’être formulés par écrit.

12. Indépendance des articles/Compétence

12.1 Si un article des présentes CG était invalide ou non applicable, cela n’affecterait pas la validité et le caractère exécutoire des autres articles.

12.2 Tous les accords en vertu des présentes CG sont soumis au droit belge.

12.3 Les litiges relatifs au contrat de transport relèvent de la compétence des tribunaux de Bruxelles.

12.4 Les présentes CG sont valables pour tous les envois réalisés à partir du 1er janvier 2020.

Download the pdf version of the General Terms and Conditions of GLS Belgium NV/SA - Branch of Luxembourg for ParcelShop customers
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1. Application

1.1 These General Terms and Conditions (GTC) shall apply to all activities of GLS in connection with GLS-ONE, in particular the collection, the dispatch, transhipment and transport of parcels within Luxembourg and international. Additionally the guideline for occasional senders shall apply (see this page).

1.2 If in an individual case mandatory legal regulations, e. g. of the German Commercial Code (HGB) or for cross-border transports the Convention on the Contract for the International Carriage of Goods by Road (CMR), the Montreal Convention or the Warsaw Convention each as amended from time to time provide otherwise, these legal regulations shall apply primarily. The application of the Belgium Freight Forwarders’ Standard Terms and Conditions (ADSp) is excluded.

1.3 The current GTC are deemed to be accepted by the sender and the consignee (warranted by the sender), even when these are in contradiction with his own general terms and conditions.

1.4. Insofar as these terms and conditions have also been drawn up in a language other than Dutch, the Dutch text shall always be decisive in the event of differences.

2. Conclusion of Contract, fees

2.1 GLS-ONE gives the sender the opportunity to generate parcel labels on its own and to either assign GLS with the pick-up of the parcel or to consign the parcel at a GLS ParcelShop. It is possible to assign several parcels at the same time.

2.2 The current fees and surcharges at the time of the ordering (accessible on gls-one.eu) shall apply. The fees and surcharges have to be paid during the order process. GLS accepts payments via PayPal, V-Pay as well as VISA and MasterCard credit cards. In case of credit card payment, the transaction description in the credit card billing will show the entry www.gls-one.eu.

2.3 The contract shall come into effect only after the payment transaction is completed.

2.4 After ordering the sender can print the receipt as well as the parcel label for the ordered parcel. Furthermore an automatic confirmation email will be sent to the sender’s email account that contains the essential provisions of the contract and the GTC including the instruction on the right of revocation.

2.5 Through the GLS-ONE website the sender can request an invoice for sending the parcels: http://services.gls-belgium.com/calendar/GLS-ONE_AanvraagFactuur-DemandeDeFacture.xlsx.

3. Right of Revocation Notification

3.1 If you conclude the contract as a consumer, you have the following right of revocation.

3.2 Right of Revocation
You have the right to revoke this contract within 14 days without giving any reason. The revocation period will expire after 14 days from the day of the conclusion of the contract. To exercise the right of revocation, you must inform us (GLS Belgium NV/SA - Succursale Luxembourg, Humaniteitslaan 233, 1620 Drogenbos, Belgium, phone: +32 (0)2 55 66 333, mail@gls-one.lu) of your decision to revoke this contract by an unequivocal statement (e. g. a letter sent by post, fax or email). You may use the revocation form available at https://gls-one.be/LU/en/GLS-ONE_revocation-form_LU.pdf but it is not obligatory.

To meet the revocation deadline, it is sufficient for you to send your communication concerning your exercise of the right of revocation before the revocation period has expired.

3.3 Consequences of Revocation
If you revoke this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to revoke this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

If you requested to begin the performance of services during the revocation period, you shall pay us an amount which is in proportion to what has been provided until you have communicated us your revocation of this contract, in comparison with the full coverage of the contract.

4. Scope of service

4.1 GLS as a mass parcel provider carries out parcel transportations. A transportation as economical and fast as possible is achieved by standardised operations. The parcels are transported as consolidated shipment and sorted within the depots and reloading points with automatic conveyers. The parcels are scanned regularly when received at the outbound depot, when running through a reloading point, when received at the inbound depot, at the transfer to the delivery driver as well as upon delivery to the consignee. Date and time are registered. Further interface documentation is not carried out.

4.2 GLS is not committed to conduct examinations or to execute measures for the conservation or improvement of the goods and its packing.

4.3 Instructions which have been issued by the sender after handing over of a parcel need not be complied.

4.4 The pick-up of parcels as well as the receipt of the parcels in the ParcelShop will be acknowledged by the handing over of document of receipt provided by GLS.

4.5 The delivery of parcels which arrive on time at the outbound depot is generally carried out on working days except Saturdays within Belgium within 24 hours (estimated time of delivery). Compliance with the estimated time of delivery is neither assured nor guaranteed.

4.5.1 Delivery can be carried out at commercial consignees at the goods receiving department. The delivery at P.O. boxes or similar special addresses shall be excluded.

4.5.2 In the interest of a parcel delivery as fast as possible, parcels may, if the consignee is not met in person at the first delivery attempt, be handed over to a person present in the flat or shop of the consignee or, if this should not be possible, to a neighbour of the consignee, if with respect to the specific circumstances it is to be assumed that such person is entitled to accept the parcel. Neighbour shall be defined as a person who lives or works in the same or next building. If this should not be possible, parcels may be stored at a GLS ParcelShop in the vicinity for collection by the consignee. The consignee will be notified via a notification card which is filled in and laid into his receive station (generally the letterbox) at the same time, that and where he can collect his parcel.

4.5.3 When a parcel is delivered, the person accepting the parcel confirms the receipt on the handheld scanner or as the case may be in an individual case on the delivery note list. The digitally available signature is used as proof of delivery. In case of FlexDeliveryService, an e-mail to the consignee with the confirmation that delivery occured according to the instructions given is sufficient as proof of delivery.

4.5.4 In case the consignee or the sender granted GLS a permission to deposit the parcel at the place indicated (when nobody is present, the parcel is deemed to be delivered when deposited. Regarding these goods no claim can be introduced.

4.5.5 In case of shipment via a ParcelLocker, GLS's responsbility starts with the pick-up of the goods by the driver. When GLS delivers the goods in a ParcelLocker, GLS's responsibility ends with the delivery of the goods in the ParcelLocker. When the consignee picks up the goods in a ParcelLocker, the introduction of the unique code is taken as proof of reception and acceptance of the goods. The sender takes into account the dimensions of the ParcelLocker.

4.6 For the time of their duration, performance hindrances which are not attributable to GLS, relieve GLS from all obligations whose completion was made impossible through these.

4.7 If parcels cannot be delivered in the manner set forth in clauses 4.5.1 to 4.5.5 to the consignee or to any other person in clause 4.5.2 or stored at a GLS ParcelShop and also cannot be returned to the sender because he can still not be determined or he refuses to take back the parcel, GLS shall be entitled to exploit the parcels after a 90-day period. The period begins at the time undeliverability is ascertained. Parcels which cannot be exploited may be destroyed by GLS.

5. Transportation Exclusions (Prohibited Goods)

The goods and parcels listed below shall be excluded from transportation by GLS:
5.1

  • Parcels whose value exceeds € 5.000,
  • Goods which are insufficiently or not customarily packed; computers (desktops, towers, notebooks) as well as monitors have to be packed in an original packing which is suitable for transport,
  • Goods which require special handling (because they are e. g. particularly fragile or have to be transported upright or only lying on a certain side),
  • Perishable or temperature sensitive goods, remains, live animals,
  • Precious metals and stones, jewellery and genuine pearls, objects of art, collector’s items, antiques,
  • Other goods of value (e. g. watches) with a value of more than € 500 per parcel,
  • Goods which possess a low value themselves but whose damage or loss could cause high consequential damages (e. g. volumes with sensitive data),
  • Phone cards and pre-paid cards (e. g. for mobile phones),
  • Money and documents with monetary value (e. g. securities, acceptance bills, savings books),
  • Firearms and essential weapon parts as well as ammunition,
  • Hazardous goods of all kinds and waste,
  • Parcels whose dispatch would violate applicable laws and regulations; these include parcels whose content violates legal provisions on the protection of intellectual property including forged or unlicensed copies of goods (counterfeiting),
  • The consignor is not allowed to offer shipments to GLS that contain goods whose shipment is prohibited, e.g. because of their contents, the intended recipient c.q. the consignee or because of the country of dispatch or receipt. The consignor must ensure which behaviours are prohibited or punishable by consulting the relevant laws and regulations and must do so on an ongoing basis so that the consignor is kept informed of any relevant changes. Relevant laws and regulations include any laws, regulations or directives that impose sanctions (including trade restrictions and economic sanctions) on countries, individuals or entities, including without limitation those imposed by the United Nations, the European Union and the EU member states or other laws and regulations whose nature is relevant and applicable.
  • Parcels classified as carriage forward,
  • Parcels with one of the following destinations:
    • outside the EU: all countries (customs destinations),
    • within the EU: Andorra, Ceuta, Gibraltar, Greece, Livigno, Malta, Melilla, San Marino, Cyprus, the city of Büsingen am Hochrhein (postcode D-78266), overseas territories and all European islands except German islands, Croatian islands and Ireland.

5.2 Furthermore, parcels shall be excluded from transportation which have a weight of more than 40 kg, a combined length and girth of more than 3 m, a length of more than 2 m, a height of more than 0,6 m or a width of more than 0,8 m.

5.3 Additionally excluded shall be

5.3.1 from transportation abroad:

  • prohibited articles according to the regulation (EC) No 300/2008 of 11th March 2008 and its implementing rules as amended from time to time.
5.3.2 from airfreight:
  • prohibited articles according to the regulation (EC) No 300/2008 of 11th March 2008 and its implementing rules as amended from time to time.

5.4 The sender is obliged to control the compliance with the transportation exclusions before consignment of parcels. GLS exclusively accepts closed parcels for transportation. Upon suspicion of such exclusions and in statutorily permitted exceptional situations GLS shall be entitled to open and to check the parcels.

5.5 If the sender assigns GLS with the transport of parcels, whose transport is prohibited according to clauses 5.1 to 5.3 and without prior written approval of GLS, the sender shall be liable in accordance with the legal provisions for all claims, costs and expenses, including but not limited to expenses for appropriate measures in order to eliminate or avoid danger (e. g. securing, intermediate storage, return, disposal, cleaning, etc.) suffered by GLS or third parties which result from the assignment contrary to
the transport exclusions. Nevertheless in case of violation against clause 5.2 GLS shall be entitled to carry out the transportation and to demand a general reimbursement of expenses in the lump sum of € 50. The sender is explicitly allowed to verify that the expenses were not incurred, or that they were significantly less than the lump sum stated above. GLS reserves the right for evidence of higher expenses.

5.6 Individual labels or signs which are affixed to a parcel and which indicate a composition according to clauses 5.1 to 5.3 shall, not be sufficient to alert GLS to a consignment contrary to a transportation exclusion. Consent of a carrier or its agents or a tacit acceptance of a parcel does not represent approval of GLS.

5.7 If a parcel which is excluded from transportation is refused at the time of pick-up of the parcel or is later returned to the sender for this reason, GLS reimburses the sender the transportation fees.

6. Sender’s Obligations

6.1 The sender shall affix to the parcel the parcel label individually generated via GLS-ONE. The sender shall ensure that the hard- and software necessary for the completion of the ordering and the printing of the parcel label is available and fully functional. The sender shall be liable for the consequences of any errors with respect to parcel label printing. The sender shall ensure, when handing over the parcel that only one undamaged parcel label is attached to the largest side of the parcel and is easily visible. Used
parcel labels, addresses or miscellaneous old signs must be removed. The sender shall be responsible that the data of the parcel actually handed over to GLS agree with the data of the individually generated parcel label.

6.2 If the sender does not comply with his obligations according to clause 6.1 GLS is at its discretion entitled to unload, to store, to secure or to return the parcel without the need for indemnifying the sender and the sender is liable for any expenses or costs due to this action. In case of transports to other EU countries the sender has the obligation to ensure that all necessary documentation needed for VAT tax exemption for intra-community transports is fulfilled.

6.3 All dispatches identified with the parcel label individually generated for the sender shall be attributed to the sender. The sender is obliged to inform GLS immediately in case of fraudulent use of his GLS-ONEaccount. In case of fraudulent use or other use in breach of the contract GLS shall be entitled to block the sender’s GLS-ONE-account. The sender shall be liable for all damages due to fraudulent use of his GLS-ONE-account as far as he is responsible for it.

6.4 The sender is responsible for all taxes and customs regarding the goods. The sender is responsible for a proper, and with regard to the scope of service, sufficient inner and outer packaging, which withstands the strain of transport, whereby the packaging must ensure that on the one hand the goods themselves are protected against loss and damage and that on the other hand persons carrying out the transportation and other parcels transported are not endangered. The packaging must in particular ensure that an access to the parcel’s content is not possible without leaving a clear trace on the outside of the parcel. The GLS packaging guidelines will assist the sender in this matter (see: gls-group.com).

7. Liability

7.1 GLS is liable for loss or damage of parcels up to the amount of 8.33 Special Drawing Rights (SDR) of the International Monetary Fund per kg of the parcel’s gross weight.
GLS is not liable for consequential damages or loss, e. g. losses of a purely commercial nature like loss of turnover or earnings, without this list being exhaustive. Additionally, liability for delay in airfreight completion is excluded.

7.2 For international transports the regulations of the CMR, the Montreal Convention or the Warsaw Convention may apply.

7.3 If the sender takes out no transport insurance, GLS compensates the value of the goods beyond the limitation of liability according to clause 7.1, sentence 1, and clause 7.2 up to an amount limited to:

  • the purchase price or
  • for second-hand goods the current value or
  • for goods dispatched on occasion of an auction the auction price

depending on which amount is the lowest in the individual case, however limited up to the amount of € 750 per parcel. In case the content of parcel cannot be demonstrated by means of the purchase or selling invoices article 7.1 first sentence shall apply.

7.4 Claims for an amount below 50 EUR are not accepted.

8. Exclusion of Further Claims of the Sender

The passing on of fines to GLS, which the sender is obligated to pay to third parties, is excluded.

9. Privacy and processing of personal data

9.1 GLS takes data protection seriously. GLS processes personal data provided in the context of the agreement for the execution of the agreement and for the proper provision of services. GLS processes personal data in accordance with the General Data Protection Regulation. In this context GLS has drawn up a privacy statement, which can be found on its website. This privacy statement forms an integral part of these GTC.

9.2 The personal data processed by GLS shall be kept as long as they are necessary for the processing purposes elaborated in the privacy statement and no longer than legally permitted.

9.3 The Sender is also obliged to process personal data in a proper and careful manner and to comply with the applicable privacy laws and regulations.

9.4 In the event of requests and/or complaints from data subjects and/or supervisory authorities, in the event of discovery of a possible breach in connection with personal data ('data breach') or in the event of obligations to share personal data with third parties and/or obligations otherwise in the context of privacy, the Sender shall, if these matters also concern GLS, inform GLS of this as soon as possible, but no later than 36 hours.

9.5 The Sender shall inform consignees of the transfer of their personal data and shall indemnify GLS against all claims, fines and/or costs arising from the Sender's failure to comply with applicable privacy laws and regulations.

10. Severability / Jurisdiction

10.1 If any provision of these GTC should be invalid or non-enforceable, this shall not affect the validity and enforceability of the remaining provisions.

10.2 All agreements under these GTC shall be governed by Belgian law. Disputes that might arise from these agreements shall only be submitted to the competent counts of Brussels. GLS may also, if it so wishes, petition any other competent court in order to take cognizance of the dispute.

10.3 Information on Online Dispute Resolution for consumers: The EU commission will set up an online platform for the online-resolution of disputes ("ODR-platform") in the first quarter of 2016. This platform shall serve as a contact point for extrajudicial resolutions of disputes concerning contractual obligations, arising from online sales or services agreements. The ODR platform will be accessible under the following link: http://ec.europa.eu/consumers/odr.
Email address GLS: mail@gls-one.lu

10.4 When the sender has completed the internal complaints procedure and when he is not satisfied with the answer of GLS, the possibility exists for the sender to address the Ombudsman of the Postal Sector.

Download the pdf version of the General Terms and Conditions of Genral Logistics Systems Belgium S.A. - Luxembourg Branch for the online marketing “GLS-ONE”
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GLS
1. Application

1.1. These General Terms and Conditions (GTC) apply to every transport agreement between GLS and the sender. The transport agreement comprises all activities performed by GLS, in particular the pick-up and delivery of goods and all arrangements for the carriage of goods within Belgium and abroad.

1.2. By handing over the goods to be carried by GLS, the sender acknowledges that any transport is subject to the stipulations of the CMR (Convention for the International Carriage of Goods by Road), unless otherwise stated in the present GTC and in the tariff conditions. The application of the Belgian or any other Freight Forwarders´ Standard Terms and Conditions is excluded.

1.3. The goods, which GLS transports in, to and from Belgium, are divided into 'Parcel' and 'Freight'; both terms and the different types of products are defined in the tariff conditions.

1.4. The current GTC and tariff conditions are deemed to be accepted by the sender and the consignee for which the sender is responsible, even when these are in contradiction with his own general terms and conditions and tariff conditions.

1.5. Insofar as these terms and conditions have also been drawn up in a language other than Dutch, the Dutch text shall always be decisive in the event of differences.

2. Scope of service

2.1. GLS provides transport services which are carried out by independent carriers. The most economical and fastest transport as possible is achieved through standard operations. The goods are transported as consolidated shipments and – where possible – sorted and transported within the depots and reloading points by means of automatic conveyers. The goods are scanned regularly; date and time are registered.

2.2. GLS is not committed to conduct examinations or to execute measures for the conservation or improvement of the goods and their packing.

2.3. The pickup of goods will be acknowledged on the documents of receipt provided by GLS.

2.3.1. If the sender transfers data to GLS via remote data transmission, the mere transfer of data shall not be deemed as prima facie evidence that the goods listed in the electronic shipping list have actually been consigned to GLS. GLS is not obliged to compare the submitted data with an actual, corresponding inbound scan, unless otherwise explicitly agreed. Therefore, failure to notify the sender about discrepancies between the data transmitted and the actual inbound scan (e.g. absence) shall not be construed as acknowledgment of receipt of the respective good.

2.3.2. If GLS has to input the data manually, the sender will pay an extra charge per good. The use of the sender’s shipment notes will be subject to the prior written approval of GLS.

2.3.3. In the event of pick-up by (stand) trailers or swap bodies, the sender is responsible for loading the goods onto the trailer or swap body. He will make sure the goods are stacked in a secure way in order to avoid damage during transport. He will be solely responsible for any damage if the loading was not done in accordance with the conditions foreseen in the applicable laws.

2.3.4. In the event of pick-up by trailers or swap bodies or if it is not possible to check the external state of the goods at the moment of the pick-up, GLS shall only be liable for loss or damage once the goods concerned have been registered via inbound scan in the GLS depot.

2.4. On working days (except Saturdays), the delivery of goods which arrive in time at the depot for departure is generally carried out within 24 hours within Belgium (estimated time of delivery). Compliance with the estimated time of delivery is neither assured nor guaranteed (except for Express products and services).

2.4.1. Any additional attempt to deliver will be charged to the sender.

2.4.2. If delivery was not possible at the presentation, GLS will get in touch with the sender or via the notification card left in the letterbox, with the consignee (the same procedure than in article 2.4.6 will be followed). If the sender (or the consignee via the GLS website) fails to provide instructions within 5 working days for Belgium and Luxembourg and within 10 working days for other countries following this notification and the goods are not picked-up during this period, the goods will be returned to the sender at the latter’s expense.

2.4.3. If the sender (or the consignee via the GLS website) does give instructions, but these instructions prove unfeasible within 10 working days of the receipt of those instructions, GLS will notify the sender in writing and return the goods to the sender at the latter’s expense.

2.4.4. The sender/the consignee agrees, that – after a first unsuccessful delivery attempt at the consignee – delivery of goods can be carried out with discharging effect against signature of a neighbour of the consignee or of a person present in the business or household of the consignee (alternative delivery), unless, with respect to the specific circumstances, there are well-founded doubts whether the alternative is in the interests of the sender or his consignee. Neighbour is to be defined as a person who lives or works in the same or next building. The sender has the possibility to exclude the alternative delivery, but this can only be excluded for deliveries in Belgium.

2.4.5. In case the consignee or the sender granted GLS permission to deposit the goods at the place indicated (when nobody is present), the goods are deemed to be delivered; regarding these goods no claim can be introduced.

2.4.6. In case of shipment via a parcel locker, GLS’s responsibility starts with the pick-up of the goods by the driver. When GLS delivers the goods in a parcel locker, GLS’s responsibility ends with the delivery of the goods in the parcel locker. When the consignee picks up the goods in a parcel locker, the introduction of the unique code is taken as proof of reception and acceptance of the goods. The sender takes into account the dimensions of the parcel locker.

2.4.7. If the sender hands over parcels to GLS using the “FlexDeliveryService”, i.e. with parallel transmission of the consignee’s e-mail address, the consignee after being informed by GLS has the possibility to directly influence the delivery of the parcel. Instructions of the consignee are deemed instructions of the sender in regard to GLS. The parcel is delivered when delivered according to the instructions of the consignee taking into account clauses 2.4.1 to 2.4.5 above.

2.4.8. The delivery is carried out when the goods arrive at the first reception point or at the front door of the consignee, which is reachable by truck or van or a place accessible by manual transpallet.

2.4.9. In certain countries the delivery is carried out when the goods are delivered in a ParcelShop without the consignee’s explicit approval.

2.4.10. The sender/the consignee accepts the printout of the digitally available signature of the consignee or, where applicable, the delivery note list signed by the consignee is sufficient, as proof of delivery. In case of FlexDeliveryService, an e-mail to the consignee with the confirmation that delivery occurred according to the instructions given is sufficient as proof of delivery.

2.5. For the time of their duration, performance hindrances which are not attributable to GLS, relieve GLS from all obligations whose completion was made impossible through these. The resulting extra costs for GLS in order to carry out the transport order shall be at the expense of the sender.

2.6. If necessary, GLS may directly contact the consignee.

3. Excluded from transport

The goods listed below are excluded from transport by GLS due to their value or their composition:
3.1.

  • Goods which are insufficiently packed;
  • Goods which require special handling (e.g. being particularly fragile or have to be transported upright or only lying on a certain side);
  • Glass, when not sufficiently packed to withstand the strain of transport;
  • Perishable or temperature sensitive goods, remains, live animals, plants;
  • Precious metals and stones, jewellery;
  • Watches, objects of art, collector’s items and antiques with a value of more than 750 EUR per parcel;
  • Goods which possess a low value themselves but whose damage or loss could cause high consequential damages (e.g. volumes with sensitive data);
  • Phone cards and prepaid cards (e.g. for mobile phones);
  • Titles and documents with monetary value, coins;
  • Firearms and essential weapon parts as well as ammunition;
  • For parcels, hazardous goods of all kind, except the limited quantities;
  • For freight ADR goods class 1 (except for the subclass 1.4 S), class 6.1, 6.2, 7 and 9 (when the goods need to be transported under certain temperature or pressure conditions), ADR goods to be transported to the Netherlands and ADR goods for the Express product are excluded as well;
  • Goods whose dispatch would violate applicable laws;
  • Tobacco products and alcohol;
  • Personal effects and carnet ATA goods;
  • Goods the sending of which are prohibited under all applicable sanctions laws, for example because of their contents, their intended recipient or the country to or from which they are to be sent. Sanctions laws include all laws, regulations and orders imposing sanctions (including trade restrictions and economic sanctions) on countries, individuals or entities, including without limitation those imposed by the United Nations, the European Union and the member states of the European Union.

3.2. Goods which exceed the maximum weight, length, height and girth, mentioned in the tariff conditions are excluded.

3.3. The sender must ascertain whether the goods are excluded from transport before consignment of goods. GLS exclusively accepts packed goods for transport, which are opened during transport only in statutorily permitted exceptional situations.

3.4. If the sender assigns GLS with the transport of goods, which transport is prohibited according to clauses 3.1 – 3.2 and without prior written approval of GLS, the transport shall be effected at the sender’s own risk. The sender shall solely be responsible for all damages to his goods and damages suffered by GLS or third parties due to goods consigned contrary to a transport exclusion. He shall be liable for all claims, costs and expenses, including but not limited to expenses for appropriate measures in order to return, if possible, eliminate or avoid danger (e.g. securing, intermediate storage, return, disposal, cleaning, etc.). GLS can only be held liable for damage to or loss of excluded goods, when the sender has informed GLS in advance about the content and the value of the goods and the Managing Director of GLS has expressly given his written consent to this effect. Individual labels or signs which are affixed to the goods and which indicate a composition according to clauses 3.1 – 3.2, shall not be sufficient to alert GLS to a consignment contrary to a transport exclusion. Consent of a carrier or its agents or a tacit acceptance of goods does not represent approval of GLS.

4. Europallets

4.1. Europallet-management is only possible when agreed between parties. In such case, GLS can only be held liable for exchange or recovery of Europallets within the Benelux, if the sender pays a fee for the management of his Europallets. Besides, the sender needs to demonstrate the number of Europallets transferred to GLS. The exchange is limited to ground pallets.

4.2. The exchange does not occur for countries outside the Benelux, except for France and Germany and this only for shipments of maximum 3 Europallets. It is important that exchange of Europallets is immediately done at the consignee at the moment of delivery. In case no exchange is possible, GLS will not foresee any exchange with the sender (the surcharge is still payable).

4.3. In all other cases and for any other type of pallets, GLS cannot be held liable for the exchange or recovery of the pallets transferred to GLS.

4.4. In the event that the consignee cannot exchange Europallets at the moment of delivery, GLS will not foresee any exchange and these Europallets will not be returned to the sender.

5. Sender’s Obligations

5.1. Each good must contain or be carried out with the duly completed documents filled out by the sender and approved by GLS. The sender shall be liable for the consequences (also related to the invoices) of any errors in their completion. The sender shall ensure, when handing over the good, that only a single and GLS approved label is attached to the largest side of the good and is easily visible. A label number used should be unique. Used labels, addresses or miscellaneous old signs must be removed. When the label is missing or not properly fixed and GLS has to (re-)label the goods, the sender will pay an extra charge per label.

5.2. If goods arrive without any order for delivery (via EDI or written pick-up note), GLS will get in touch with the sender – when identification of the sender is possible – the next working day. If the sender fails to give instructions within 5 working days following the notification, the goods will be returned to the sender at the latter’s expense.

5.3. The sender is responsible for a proper, and with regard to the scope of service, sufficient inner and outer packaging, which withstands the strain of transport, whereby the packaging must ensure that on the one hand the goods themselves are protected against loss and damage and that on the other hand persons carrying out the transport and other goods transported are not endangered. The packaging must in particular ensure that access to the good’s content is not possible without leaving a clear trace on the outside of the good. The packaging guidelines of GLS will assist the sender in this matter (see gls-group.com).

5.4. Transport orders for abroad must include the appointment of GLS to administer customs clearance, if clearance is necessary. It is the responsibility of the sender to submit all documents required for the customs clearance to GLS without request. The sender shall be charged with the costs for customs clearance. If export goods are returned, additional costs for further freights, customs, taxes or other contributions will be charged to the sender, unless GLS is responsible for the return.

5.5. Ex Works consignments will not be accepted.

5.6. At the termination of the transport agreement and after payment of any due amounts, the remaining goods will be sent back to the sender at the latter’s expense.

6. COD (= Cash on Delivery) Consignments

6.1. GLS provides COD service, i.e. the possibility to deliver goods subject to payment in cash or check on delivery (subject to the stipulations hereunder). If several COD parcels are handed over to GLS on the same day for transport (to the same consignee), every parcel has to be declared separately as a COD-parcel.

6.2. GLS guarantees the reimbursement of the COD amount to the sender up to a maximum of 3.750 EUR per day and per consignee for Belgium and up to a maximum of 1.900 EUR per day and per consignee for GD Luxembourg (i.e. no financial guarantee on the whole amount for COD consignments exceeding 3.750 EUR for Belgium and 1.900 EUR for GD Luxembourg) and up to a maximum of 10.000 EUR per sender (i.e. no financial guarantee on the whole amount for COD consignments exceeding 10.000 EUR) for all deliveries made during any ten calendar day period. If, on one and the same day, the total COD consignments to the same address from whatever sender amount to a sum equal or higher than 3.750 EUR for Belgium or 1.900 EUR for GD Luxembourg, the consignee must pay with a certified check which includes the total amount of all COD consignments for that day together.

6.3. GLS is entitled at any time not to warrant the financial guarantee for certain senders, shipments or consignees.

6.4. The above financial guarantee does not apply to the product ‘FreightSolution’, to consignments to destinations outside Belgium and GD Luxembourg or to ‘Express’ shipments.

6.5. The option of COD consignments is only open to regular GLS customers, who have obtained a GLS customer number.

6.6. If GLS has to make a delivery to a consignee who has issued bad checks before, GLS is entitled to demand cash payment or a certified check upon delivery. If the consignee does not pay in cash or with a certified check, the consignment will be returned to the sender at the latter‘s expense.

6.7. The COD amounts must be entered on the appropriate designated GLS form. If data are transferred via remote data transmission, the amount being submitted electronically shall be binding. If the COD amount is indicated in digits and in words, the digits prevail.

6.8. For every COD good an additional fee will be charged.

6.9. Payments in cash are limited to 3.000 EUR or if the price is equal to or higher than 3.000 EUR, the payment in cash is limited to 10% of the price, with a maximum of 3.000 EUR. This limitation is applicable regardless of whether the sale or the service performance takes place in one transaction or via multiple transactions between which there seems to be a connection. The sender shall be liable for all costs and fines due to the non-respecting of this rule.

6.10. GLS does not accept 500 EUR bank notes for payments.

6.11. The use of bills of exchange is not permitted.

6.12. Reimbursement of COD amounts will be settled at the moment of the GLS’ invoices and will be automatically set off against outstanding invoices.

6.13. Any COD service offered to the sender of the COD consignment are offered on the basis and understanding that GLS will act as the sender’s cash collection agent only and GLS does not have the authority to bind the sender, or to conclude an agreement with the recipient of the COD consignment on behalf of the sender. The sender shall perform its anti-money laundering obligations as required by applicable law and/or regulation.

7. Transportation fees, Reimbursement of Expenses and Payments

7.1. The prices and surcharges agreed between GLS and the sender apply. Instructions to transport a good to another destination and the transport of goods (pallets excluded) which cannot be sorted automatically are charged to the sender according to the respectively valid price table. If a good has to be returned to the sender for reasons not attributable to GLS, GLS invoices the sender once more with the transportation fee (see also article 2). The cancellation of an order may be charged. If the waiting time before the pick-up or delivery of the goods is more than 20 minutes, GLS can invoice the sender a surcharge per started quarter.

7.2. Invoices of GLS are to be paid within 15 days from the invoice date and without deduction. The charging of counterclaims by the sender/addressee is forbidden. Invoices of GLS which are not protested within 15 days of the date of the invoice shall be considered as definitively accepted. GLS is authorized to adapt its prices and tariffs per January 1st of each year. If the sender fails to pay any amount due within 15 days, he shall have to pay – without any prior notice – in addition to the invoice, an interest equal to 10 %, starting on the due date of the invoice(s) up to and including the day of actual payment and an indemnity of 10% of the amounts due with a minimum of 50 EUR, all this without prejudice to the collection costs established by the law of 02.08.2002. Every month started will be considered a complete month.

7.3. In case of a sender not executing his obligations, including failure to respect the payment terms for any reason, GLS is free to stop its services and to demand immediate payment of all invoices, even those not yet overdue, without prior notification or legal proceedings and without prejudice to the compensation. GLS is also free to exercise a lien on all the goods and documents it holds and this to cover all amounts the sender is or shall be due.

7.4. GLS has the right to send e-invoices to its senders.

7.5. If costs or charges have to be paid by a foreign consignee, or were caused by him, then the sender has to substitute the charges to GLS which were not settled by the foreign consignee upon the first request.

7.6. Unforeseeable and/or extraordinary increases of costs that are based upon legal regulations or laws (e.g. motor vehicle taxes) shall entitle GLS to adjust the stipulated prices accordingly.

8. Liability

8.1. The liability of GLS is in any case limited to the limits of the CMR Convention (= Convention for the international carriage of goods by road). GLS can – within the limits of the CMR Convention – be liable for loss or damage of goods in its custody up to the amount of 8.33 Special Drawing Rights (SDR) of the International Monetary Fund per kg of the gross weight of the lost or damaged part of the goods. For some products GLS can – within the limits determined in the tariff conditions – accept a higher responsibility but only in case GLS has given its specific approval explicitly and in a written form. GLS is not liable for consequential damage or loss, e.g. losses or damage of a purely commercial nature like loss of turnover or earnings, missed profits, cost of replacements or losses attributable to delay in customs clearance or airfreight completion, without this list being limitative.

8.2. Declarations of an amount of a special interest in delivery or declarations of a special value of a good, which give rise to an increase of the above mentioned limitation of liability according to art. 24 or art. 26 CMR Convention, will not be accepted.

8.3. If GLS offers and the sender orders the so-called “Pick&ReturnService” or the “Pick&ShipService” respectively (pickup of the goods at a third party and consequent dispatch to the sender respectively another, third consignee), GLS shall not be liable for the completeness and intactness/damage of the contents of the collected goods. If GLS offers and the sender orders the so-called “ExchangeService” (delivery of goods with simultaneous pickup of return goods), GLS shall not be liable either for the completeness and intactness/damage of the content of the return goods.

8.4. Claims for an amount under 50 EUR are not accepted.

8.5. GLS cannot be held liable for any damage other than to the goods.

9. Insurance and All Risk/Add-On Insurance (Freight)

9.1. The insurance agreements signed by the sender cannot be opposed against GLS.

9.2. The sender can insure his goods by declaring the value to be insured under the All Risk or Add-On insurance cover which GLS has contracted with its insurer. If the sender wants to make use of the All Risk or Add-On cover, clear and unambiguous instructions must be given at least one working day prior to the shipment. An additional cost consisting of premiums, fees and taxes will be charged to the sender for each shipment to be insured; the insurance rates are described in the tariff conditions. The insured value is limited to the sales value, excluding VAT. The maximum amount what can be covered by this All Risk or Add-On Insurance is 25.000 EUR per parcel and 50.000 EUR per consignment (with a maximum of 250.000 EUR per pick-up address and 1.000.000 EUR per vehicle). If the insured amount is less than the value of the goods, damages will be reduced proportionally.

9.3. GLS is entitled to exclude certain goods and/or senders from the All Risk or Add-On insurance at any time.

9.4. The All Risk or Add-On insurance is only available for regular GLS customers who have obtained a relation number.

9.5. Upon payment of the premiums, fees and taxes, GLS offers tailor made insurances (Freight and Parcel) at the request of the sender.

10. Procedure for reimbursement

10.1. In the event of damage or full or partial loss it is essential that the rules in these GTC are strictly observed; if not, the sender may forfeit all rights to damages.

10.2. In case of visible damage or loss, a detailed and complete qualification must be noted by the consignee on the consignment note before signing for receipt of the goods.

10.3. Invisible damage however must be notified by registered letter to GLS immediately after noticing and within 7 working days (including Saturdays) following the delivery of the goods.

10.4. Late complaints will not be taken into account. The claim file must be submitted as soon as possible.

10.5. The sender shall produce objective proof of the damage or loss claimed to GLS.

10.6. The sender has 20 calendar days to submit one of these documents to GLS. After a first reminder by GLS and without response within the 10 following calendar days, the claim file will be automatically closed.

10.7. When the sender asks for damaged goods the reimbursement of the value of the goods, parties accept that the damaged goods can be claimed by GLS, before settlement of the claim. GLS may dispose of the goods, in order to try to reduce the amount of the claim. When these goods are no longer available via the sender, the claim will be dropped.

10.8. The sender shall by no means invoke loss or damage in order to suspend, totally or partially, the payment of the amounts due to GLS.

10.9. Goods will only be returned to the sender at his expense – even when damaged.

10.10. If damage to goods is discovered at the GLS premises, GLS will notify the sender and wait for his instructions (meaning (1) the return of the goods to the sender, (2) presentation to the consignee or (3) new delivery address; in the three cases the sender will bear the expense). If the sender fails to give instructions within 5 working days (excluding Saturdays) the goods will automatically be returned to the sender at his expense.

11. Reimbursement of Expenses

If the sender instructs GLS to receive incoming goods or to import a good arriving from abroad, GLS has the right, but not the obligation to advance freight charges, cash on delivery fees, customs, and taxes as well as any other charges or expenses and request refunding from the sender.

12. Exclusion of Further Claims of the Sender

GLS cannot be made liable for fines, which the sender is obliged to pay to third parties.

13. Prescription of Claims

All claims against GLS will elapse after one year. The prescription period will be calculated either from the date of delivery of the goods or, if the goods were not delivered, from the end of the day, on which the delivery should have been carried out.

14. Duration and termination

Unless the parties agree otherwise in writing, the contractual relationship between the sender and GLS shall be indefinite. It may only be terminated subject to providing 6 months minimum notice by means of a registered letter.

15. Confidential Information

Sender and GLS will make sure that all information supplied by one party to the other party which the other party knows or should reasonably know to be of a confidential nature shall be treated as confidential information. The party who receives the confidential information undertakes to use this information only for the purpose for which it is supplied.

16. Privacy and processing of personal data

16.1 GLS takes data protection seriously. GLS processes personal data provided in the context of the agreement for the execution of the agreement and for the proper provision of services. GLS processes personal data in accordance with the General Data Protection Regulation. In this context GLS has drawn up a privacy statement, which can be found on its website. This privacy statement forms an integral part of these GTC.

16.2 The personal data processed by GLS shall be kept as long as they are necessary for the processing purposes elaborated in the privacy statement and no longer than legally permitted.

16.3 The Sender is also obliged to process personal data in a proper and careful manner and to comply with the applicable privacy laws and regulations.

16.4 In the event of requests and/or complaints from data subjects and/or supervisory authorities, in the event of discovery of a possible breach in connection with personal data ('data breach') or in the event of obligations to share personal data with third parties and/or obligations otherwise in the context of privacy, the Sender shall, if these matters also concern GLS, inform GLS of this as soon as possible, but no later than 36 hours.

16.5 The Sender shall inform consignees of the transfer of their personal data and shall indemnify GLS against all claims, fines and/or costs arising from the Sender's failure to comply with applicable privacy laws and regulations.

17. Publicity

GLS is authorized to publicly refer to the existence and content of the agreement for marketing and/or publicity purposes.

18. Written form

Supplementary agreements and divergent agreements require the written form.

19. Severability/Jurisdiction

19.1. If any provision of these GTC should be invalid or non-enforceable, this shall not affect the validity and enforceability of the remaining provisions.

19.2. All agreements under these GTC are subject to the Belgian law.

19.3. Disputes arising from the contract of carriage fall under the sole competence “ratione loci” of the Brussels Courts. GLS may also, if it so wishes, petition any other competent court “ratione loci” in order to take cognizance of the dispute.

19.4. When the sender has completed the internal complaints procedure and when he is not satisfied with the answer of GLS, the possibility exists for the sender to address him to the Ombudsman of the Postal Sector.

19.5. Unforeseeable and/or extraordinary increases of costs that are based upon legal regulations or laws (e.g. motor vehicle taxes) shall entitle GLS to adjust the stipulated prices accordingly.

19.6. These GTC are valid for all shipments sent since 1 January 2020.

Download the pdf version of the general terms and conditions of GLS Belgium & GLS Belgium Distribution.
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ParcelShop
1. Application

1.1 Les présentes conditions générales (CG) s’appliquent à tout contrat de transport conclu entre GLS et le client ParcelShop, ci-après dénommé ‘l’expéditeur’. Le contrat de transport inclut toutes les activités de GLS, et plus particulièrement l’enlèvement et la livraison de colis, ainsi que toutes autres conventions relatives au transport de colis en Belgique et à l’étranger. De plus, les directives pour l’envoi occasionnel de colis sont également d’application (voir: https://gls-group.com/LU/en/shipping/occasional-shipment).

1.2 Par la remise à GLS des colis à transporter – via le ParcelShop – l’expéditeur accepte que chaque transport soit soumis aux dispositions de la convention C.M.R (Convention pour le transport international de marchandises par la route), sauf stipulations contraires dans les présentes CG et dans les conditions tarifaires. L’application des conditions générales de vente standard des Commissionnaires-Expéditeurs belges ou de tout autre Commissionnaires-Expéditeurs est exclue.

1.3. Les présentes CG et les conditions tarifaires s’entendent être acceptées par l’expéditeur et le destinataire pour qui l’expéditeur se porte-fort si nécessaire, même si ceux-ci sont en contradiction avec ses propres conditions générales et ses tarifs.

1.4. S’il existe une différence entre les différentes versions linguistiques des présentes CG, la version néerlandophone aura priorité.

2. Étendue du service

2.1 GLS fournit des services de transport qui sont réalisés par des transporteurs indépendants. Un transport aussi économique et rapide que possible est obtenu grâce à des opérations standardisées. Les colis sont transportés en groupage, triés et transportés dans les dépôts et les points de rechargement grâce à des convoyeurs automatiques, si possible. Les colis sont scannés régulièrement; la date et l’heure sont enregistrées.

2.2 GLS n’est pas tenue de réaliser des contrôles ou d’exécuter des mesures pour conserver ou améliorer les colis et leurs emballages.

2.3 L’enlèvement de colis, ainsi que la réception de colis dans un ParcelShop sont confirmés par la remise d’un reçu GLS.

2.4 La livraison des colis, qui arrivent à temps au dépôt d’expédition, est en général réalisée les jours ouvrables (samedi non compris) en 24 heures pour la Belgique (délai de livraison normale). GLS ne peut en aucune façon ni assurer, ni garantir la livraison effective endéans le délai de livraison normal.

2.4.1 Chez les destinataires commerciaux, la livraison peut être effectuée au service de réception des marchandises. Les livraisons aux boîtes postales où à des adresses spéciales similaires sont exclues.

2.4.2 Dans l’intérêt d’une livraison la plus rapide possible, les colis peuvent, au cas où le destinataire n’était pas présent en personne à la première tentative de livraison, être délivrés chez une personne présente dans le bâtiment ou magasin du destinataire ou, si cela n‘est pas possible, chez un voisin du destinataire, pour peu que l’on puisse supposer qu’une telle personne puisse réceptionner les colis. Le terme ‘voisin’ s’applique à toute personne vivant ou travaillant dans le même bâtiment ou le bâtiment avoisinant. Si cela devait s’avérer impossible, les colis peuvent être stockés dans un ParcelShop pour être retirés par le destinataire. Le destinataire en sera informé par le formulaire (avis de passage) qui sera laissé dans sa boîte aux lettres, mentionnant l’endroit où il peut aller chercher son colis.

2.4.3 Si le destinataire ou l’expéditeur autorise GLS à déposer le(s) colis, il(s) est/sont considérés comme livré(s) à l’endroit indiqué dans l’autorisation.

2.4.4 La livraison est considérée comme effectuée lorsque les colis parviennent au premier point de réception du destinataire, qui soit accessible par camion ou par camionnette.

2.4.5 A la livraison d’un colis, la personne qui le réceptionne confirme sa réception sur le scanner à main ou, si d’application, en signant la liste d’envoi. La signature digitale disponible suffit comme preuve de livraison.

2.5 Toute entrave à l’exécution du service qui n’est pas imputable à GLS, décharge GLS pendant toute la durée de l’entrave de toute obligation dont la réalisation a été rendue impossible en raison de cette entrave. Les frais supplémentaires que cette entrave occasionne pour GLS dans l’exécution de son ordre de transport seront à charge de l’expéditeur.

2.6 En cas de besoin, GLS peut prendre directement contact avec le destinataire.

2.7 Si les colis ne peuvent pas être livrés au destinataire conformément aux articles 2.4.1 à 2.4.4 ou à une autre personne mentionnée à l'article 2.4.2 ou stockés dans un GLS ParcelShop et ne peuvent être retournés à l'expéditeur, parce qu’il ne peut pas être identifié ou si l'expéditeur refuse de reprendre les colis, GLS peut vendre le colis après une période de 90 jours. Cette période commence au moment où il est confirmé que le colis ne sera pas livré. Les colis qui ne peuvent être vendus par GLS seront détruits.

3. Biens exclus de prestation de services (biens prohibés)

Les biens suivants seront exclus du transport par GLS :

3.1

  • Les colis dont la valeur dépasse 5.000 EUR ;
  • Les biens qui ne sont pas suffisamment emballés ou emballés d’une façon non conforme aux pratiques; ordinateurs (desktops, tours, notebooks) ainsi que les moniteurs qui nécessitent un emballage de qualité spécifique au transport.
  • Les biens qui exigent une manutention spéciale ou un traitement soigné (p. ex. parce qu’ils sont particulièrement fragiles ou parce qu’ils doivent être transportés debout ou couchés sur un certain côté);
  • Le verre;
  • Les biens périssables ou nécessitant une certaine température, des dépouilles mortelles, des animaux vivants ou des plantes;
  • Les métaux précieux et des pierres, des bijoux, les vraies perles, les objets d’art, les objets de collection et antiquités;
  • Les autres biens de valeur (p. ex. : les montres) avec une valeur supérieure à 500 EUR par colis;
  • Les colis qui ne représentent pas en eux-mêmes une grande valeur mais dont l’avarie ou la perte pourraient entraîner d’importants dommages indirects (p. ex. : des porteurs de données sensibles);
  • Les cartes téléphoniques et les cartes prépayées (p. ex : pour des téléphones portables);
  • L’argent et les documents de valeur (p. ex. : les lettres de change, les carnets d'épargne, titres);
  • Les armes à feu et les pièces d’armes ainsi que les munitions;
  • Les biens dangereux de toutes catégories pour les colis, y compris les déchets;
  • Les colis dont la distribution violerait les lois et règlements en vigueur, y compris les colis qui sont une violation des droits de propriété intellectuelle tels que la contrefaçon ou des copies de produits sans licence (contrefaçon);
  • Des biens pour lesquels l’envoi est interdit en vertu de toutes les sanctions applicables, par exemple en raison de leur contenu, leur destinataire ou le pays vers lequel ils doivent être envoyés. L'expéditeur s'assure, en consultant les lois et règlements en vigueur, quels comportements sont interdits ou punissables et ce, de manière continue, afin d'informer l'expéditeur de tout changement pertinent. Les lois et règlements pertinents comprennent les lois-Sanctions à savoir toutes lois, règlements et ordonnances imposant des sanctions (y compris les restrictions commerciales et les sanctions économiques) sur les pays, les personnes ou entités, y compris, sans limitation celles imposées par les Nations Unies, l’Union européenne et les Etats membres de l’Union européenne.
  • Les colis contre remboursement;
  • Le tabac, les produits dérivés, les boissons alcoolisées et les stupéfiants;
  • Les biens personnels et les biens expédiés avec un carnet ATA;
  • Les colis pour l’une des destinations suivantes :
    • en dehors de l’Europe: tous les pays (destinations des douanes)
    • au sein de l’Europe: Andorre, Ceuta, Gibraltar, la Grèce, Livigno, Malte, Melilla, Monaco, San Marino, Chypre, la Cité de Büsingen am Hochrhein (code postal D-78266), territoires d’outre-mer et toutes les îles européennes, à l’exception des îles d’Allemagne, de la Croatie, de la Grande-Bretagne et de l’Irlande.

4. Obligations de l’expéditeur

4.1 Chaque colis doit porter et/ou être accompagné des documents dûment complétés et approuvés par GLS. L’expéditeur sera seul responsable des conséquences résultant de toute erreur dans les données qui y sont complétées. L’expéditeur s’assurera, lors de la remise du colis, qu’une seule étiquette approuvée par GLS sera apposée sur la plus grande face du colis et qu’elle sera bien visible. Chaque numéro d’étiquette devra avoir un usage unique. Les étiquettes utilisées, les adresses ou les divers anciens symboles doivent être enlevés.

4.2 Lorsque l'expéditeur ne respecte pas les dispositions de l'article 4.1, GLS a le droit de décharger le colis, de le stocker, de l’assurer ou de le réexpédier sans toutefois rembourser l'expéditeur et l'expéditeur sera tenu responsable de toutes les dépenses et les coûts occasionnés par cette action. Pour les expéditions vers d'autres pays de l'UE, l'expéditeur a l’obligation de veiller à ce que tous les documents nécessaires à l'exonération de la TVA pour les livraisons intra-communautaires soient remplis.

4.3 L’expéditeur est responsable pour le payement de toutes taxes et impôts relatifs aux biens envoyés. L’expéditeur est responsable de prévoir un emballage extérieur et intérieur adéquat, approprié au service de transport contracté, résistant aux chocs occasionnés durant le transport ; l’emballage doit garantir, d’une part, que les biens eux-mêmes soient protégés contre les pertes et les dommages et, d’autre part, que les personnes réalisant le transport et que les autres biens transportés ne soient pas mis en danger. L’emballage doit, en particulier, garantir qu’il ne soit pas possible d’accéder au contenu du colis sans laisser de trace apparente sur la partie extérieure du bien. Les ‘Instructions d’emballage’ de GLS sont conçus pour aider l’expéditeur en cette matière (consulter le site internet).

5. Frais de transport, remboursement des dépenses

5.1 Les prix et les suppléments appliqués seront conformes à la version de la liste de prix en vigueur le jour de la commande. Les frais de transport doivent être payés lorsque le colis est déposé.

6. Responsabilité

6.1 Lorsque l’expéditeur n’a pas souscrit d’assurance de transport, GLS accepte – en cas de perte ou d’endommagement des colis dont GLS est responsable – une responsabilité basée sur la valeur réelle des marchandises avec comme seuil maximum:

  • Le prix d’achat ou la valeur réelle pour des marchandises de seconde main ou le prix de vente lorsque les marchandises ont été vendues lors d’une vente publique,le montant le plus bas étant toujours déterminant, et dans tous les cas limité à 750 EUR par colis. Si le contenu du colis ne peut pas être démontré par le biais d’une facture d’achat ou de vente, l’article 6.2 sera d’application.

6.2 Lorsque l’expéditeur dispose d’une assurance de transport, GLS peut – dans les limites de la convention CMR (Convention pour le transport international de Marchandises par la Route) être tenu responsable en cas de perte ou de dommages aux colis sous sa responsabilité, jusque 8.33 droits de tirage spéciaux (D.T.S) du Fonds Monétaire International par kilogramme du poids brut de la partie endommagée ou perdue du colis.

6.3 GLS ne peut être tenu responsable pour des dommages indirects ou des conséquences de pertes, p. ex. pour les pertes et les dommages d’une nature purement commerciale, comme la perte de chiffres d’affaires ou de revenus, perte de bénéfices, sans que cette liste soit limitative. De plus, les dommages causés par le retard dans le transport aérien sont exclus.

6.4 Pour le transport international la législation CMR, la Convention de Montréal ou la convention de Varsovie peuvent être d'application.

6.5 Les réclamations pour un montant inférieur à 50 EUR ne sont pas acceptées.

6.6 GLS ne peut jamais être responsable pour des dommages autres qu’au colis transporté.

7. Procédure d’indemnisation

7.1 En cas de dommage ou perte partielle ou totale, il est impératif que les règles mentionnées dans les présentes CG soient respectées ; sinon l’expéditeur perdra tous ses droits.

7.2 En cas de dommage ou de perte visible, des réserves détaillées et complètes doivent être émises sur la lettre de voiture avant que celle-ci ne soit signée pour la réception des colis.

7.3 Les dégâts non-visibles doivent être signalés par courrier recommandé à GLS immédiatement après constatation, mais de toute façon endéans les 7 jours ouvrables (samedi inclus) qui suivent le jour de livraison des colis.

7.4 Les réclamations tardives ne seront pas prises en compte. La remise de la réclamation et des pièces justificatives doit se faire aussi vite que possible.

7.5 L’expéditeur doit produire des preuves contradictoires vis-à-vis de GLS du dommage ou de la perte réclamée.

7.6 L’expéditeur dispose de 20 jours calendrier pour remettre un de ces documents à GLS. Après un premier rappel de la part de GLS et sans réponse dans un délai de 10 jours calendrier supplémentaires, le dossier sera clôturé d’office.

7.7 Lorsque l’expéditeur demande le remboursement de la valeur complète des biens endommagés, les parties acceptent que les biens endommagés puissent être récupérés par GLS avant de régler le dossier de réclamation. GLS peut vendre les biens afin d’essayer de réduire le montant de la réclamation. Lorsque ces biens ne seront plus disponibles via l’expéditeur, la réclamation sera déboutée.

8. Exclusion de réclamations supplémentaires de la part de l’expéditeur

La transmission à GLS des amendes à payer, que l’expéditeur est tenu de payer à des tiers, est exclue.

9. Prescription des réclamations

Toutes les réclamations déposées contre GLS sont prescrites après une période d’un an. La période de prescription sera calculée soit à compter de la date de livraison du colis soit, si le colis n’a pas été livré, à compter de la fin du jour où la livraison aurait dû être réalisée.

10. La protection et le traitement des données personnelles

10.1 GLS prend très au sérieux le respect et la protection de la vie privée et la sécurité des données personnelles. GLS traite les données personnelles obtenues dans le cadre du contrat pour l’exécution du contrat et afin de rendre un service de qualité. GLS traite les données personnelles en respectant le Règlement Général sur la Protection des Données. Dans ce cadre, GLS a rédigé une politique en matière de protection de la vie privée laquelle peut être consultée sur son site web. Cette information fait partie intégrante des présentes CG.

10.2 GLS traite des données à caractère personnel pour toute la durée nécessaire au regard de la finalité concernée mentionnée dans la politique en matière de protection de la vie privée mais pas au-delà ce qui est légalement autorisé.

10.3 L’expéditeur aussi est obligé de traiter les données à caractère personnel d’une façon adéquate et correcte et de respecter les législations applicables concernant le respect de la vie privée et la protection des données personnelles.

10.4 En cas de demandes et/ou de plaintes de la part des personnes concernées et/ou d'autorités de contrôle, en cas de découverte d'une éventuelle infraction concernant des données personnelles (« une fuite de données ») ou en cas d'obligation de communiquer des données personnelles à des tiers et/ou d'autres obligations dans le cadre de la protection de la vie privée, si ces questions concernent également GLS, l'expéditeur en informera GLS dès que possible et au plus tard dans les 36 heures.

10.5 L'expéditeur informera les destinataires du transfert de leurs données personnelles et indemnisera GLS contre toute réclamation, amende et/ou frais résultant du non-respect par l'expéditeur des lois et règlements applicables en matière de protection des données.

11. Formulation par écrit

Des accords supplémentaires et divergents nécessitent d’être formulés par écrit.

12. Indépendance des articles/Compétence

12.1 Si un article des présentes CG était invalide ou non applicable, cela n’affecterait pas la validité et le caractère exécutoire des autres articles.

12.2 Tous les accords en vertu des présentes CG sont soumis au droit belge.

12.3 Les litiges relatifs au contrat de transport relèvent de la compétence des tribunaux de Bruxelles.

12.4 Les présentes CG sont valables pour tous les envois réalisés à partir du 1er janvier 2020.

Download the pdf version of the General Terms and Conditions of GLS Belgium NV/SA - Branch of Luxembourg for ParcelShop customers
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GLS-ONE
1. Application

1.1 These General Terms and Conditions (GTC) shall apply to all activities of GLS in connection with GLS-ONE, in particular the collection, the dispatch, transhipment and transport of parcels within Luxembourg and international. Additionally the guideline for occasional senders shall apply (see this page).

1.2 If in an individual case mandatory legal regulations, e. g. of the German Commercial Code (HGB) or for cross-border transports the Convention on the Contract for the International Carriage of Goods by Road (CMR), the Montreal Convention or the Warsaw Convention each as amended from time to time provide otherwise, these legal regulations shall apply primarily. The application of the Belgium Freight Forwarders’ Standard Terms and Conditions (ADSp) is excluded.

1.3 The current GTC are deemed to be accepted by the sender and the consignee (warranted by the sender), even when these are in contradiction with his own general terms and conditions.

1.4. Insofar as these terms and conditions have also been drawn up in a language other than Dutch, the Dutch text shall always be decisive in the event of differences.

2. Conclusion of Contract, fees

2.1 GLS-ONE gives the sender the opportunity to generate parcel labels on its own and to either assign GLS with the pick-up of the parcel or to consign the parcel at a GLS ParcelShop. It is possible to assign several parcels at the same time.

2.2 The current fees and surcharges at the time of the ordering (accessible on gls-one.eu) shall apply. The fees and surcharges have to be paid during the order process. GLS accepts payments via PayPal, V-Pay as well as VISA and MasterCard credit cards. In case of credit card payment, the transaction description in the credit card billing will show the entry www.gls-one.eu.

2.3 The contract shall come into effect only after the payment transaction is completed.

2.4 After ordering the sender can print the receipt as well as the parcel label for the ordered parcel. Furthermore an automatic confirmation email will be sent to the sender’s email account that contains the essential provisions of the contract and the GTC including the instruction on the right of revocation.

2.5 Through the GLS-ONE website the sender can request an invoice for sending the parcels: http://services.gls-belgium.com/calendar/GLS-ONE_AanvraagFactuur-DemandeDeFacture.xlsx.

3. Right of Revocation Notification

3.1 If you conclude the contract as a consumer, you have the following right of revocation.

3.2 Right of Revocation
You have the right to revoke this contract within 14 days without giving any reason. The revocation period will expire after 14 days from the day of the conclusion of the contract. To exercise the right of revocation, you must inform us (GLS Belgium NV/SA - Succursale Luxembourg, Humaniteitslaan 233, 1620 Drogenbos, Belgium, phone: +32 (0)2 55 66 333, mail@gls-one.lu) of your decision to revoke this contract by an unequivocal statement (e. g. a letter sent by post, fax or email). You may use the revocation form available at https://gls-one.be/LU/en/GLS-ONE_revocation-form_LU.pdf but it is not obligatory.

To meet the revocation deadline, it is sufficient for you to send your communication concerning your exercise of the right of revocation before the revocation period has expired.

3.3 Consequences of Revocation
If you revoke this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to revoke this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

If you requested to begin the performance of services during the revocation period, you shall pay us an amount which is in proportion to what has been provided until you have communicated us your revocation of this contract, in comparison with the full coverage of the contract.

4. Scope of service

4.1 GLS as a mass parcel provider carries out parcel transportations. A transportation as economical and fast as possible is achieved by standardised operations. The parcels are transported as consolidated shipment and sorted within the depots and reloading points with automatic conveyers. The parcels are scanned regularly when received at the outbound depot, when running through a reloading point, when received at the inbound depot, at the transfer to the delivery driver as well as upon delivery to the consignee. Date and time are registered. Further interface documentation is not carried out.

4.2 GLS is not committed to conduct examinations or to execute measures for the conservation or improvement of the goods and its packing.

4.3 Instructions which have been issued by the sender after handing over of a parcel need not be complied.

4.4 The pick-up of parcels as well as the receipt of the parcels in the ParcelShop will be acknowledged by the handing over of document of receipt provided by GLS.

4.5 The delivery of parcels which arrive on time at the outbound depot is generally carried out on working days except Saturdays within Belgium within 24 hours (estimated time of delivery). Compliance with the estimated time of delivery is neither assured nor guaranteed.

4.5.1 Delivery can be carried out at commercial consignees at the goods receiving department. The delivery at P.O. boxes or similar special addresses shall be excluded.

4.5.2 In the interest of a parcel delivery as fast as possible, parcels may, if the consignee is not met in person at the first delivery attempt, be handed over to a person present in the flat or shop of the consignee or, if this should not be possible, to a neighbour of the consignee, if with respect to the specific circumstances it is to be assumed that such person is entitled to accept the parcel. Neighbour shall be defined as a person who lives or works in the same or next building. If this should not be possible, parcels may be stored at a GLS ParcelShop in the vicinity for collection by the consignee. The consignee will be notified via a notification card which is filled in and laid into his receive station (generally the letterbox) at the same time, that and where he can collect his parcel.

4.5.3 When a parcel is delivered, the person accepting the parcel confirms the receipt on the handheld scanner or as the case may be in an individual case on the delivery note list. The digitally available signature is used as proof of delivery. In case of FlexDeliveryService, an e-mail to the consignee with the confirmation that delivery occured according to the instructions given is sufficient as proof of delivery.

4.5.4 In case the consignee or the sender granted GLS a permission to deposit the parcel at the place indicated (when nobody is present, the parcel is deemed to be delivered when deposited. Regarding these goods no claim can be introduced.

4.5.5 In case of shipment via a ParcelLocker, GLS's responsbility starts with the pick-up of the goods by the driver. When GLS delivers the goods in a ParcelLocker, GLS's responsibility ends with the delivery of the goods in the ParcelLocker. When the consignee picks up the goods in a ParcelLocker, the introduction of the unique code is taken as proof of reception and acceptance of the goods. The sender takes into account the dimensions of the ParcelLocker.

4.6 For the time of their duration, performance hindrances which are not attributable to GLS, relieve GLS from all obligations whose completion was made impossible through these.

4.7 If parcels cannot be delivered in the manner set forth in clauses 4.5.1 to 4.5.5 to the consignee or to any other person in clause 4.5.2 or stored at a GLS ParcelShop and also cannot be returned to the sender because he can still not be determined or he refuses to take back the parcel, GLS shall be entitled to exploit the parcels after a 90-day period. The period begins at the time undeliverability is ascertained. Parcels which cannot be exploited may be destroyed by GLS.

5. Transportation Exclusions (Prohibited Goods)

The goods and parcels listed below shall be excluded from transportation by GLS:
5.1

  • Parcels whose value exceeds € 5.000,
  • Goods which are insufficiently or not customarily packed; computers (desktops, towers, notebooks) as well as monitors have to be packed in an original packing which is suitable for transport,
  • Goods which require special handling (because they are e. g. particularly fragile or have to be transported upright or only lying on a certain side),
  • Perishable or temperature sensitive goods, remains, live animals,
  • Precious metals and stones, jewellery and genuine pearls, objects of art, collector’s items, antiques,
  • Other goods of value (e. g. watches) with a value of more than € 500 per parcel,
  • Goods which possess a low value themselves but whose damage or loss could cause high consequential damages (e. g. volumes with sensitive data),
  • Phone cards and pre-paid cards (e. g. for mobile phones),
  • Money and documents with monetary value (e. g. securities, acceptance bills, savings books),
  • Firearms and essential weapon parts as well as ammunition,
  • Hazardous goods of all kinds and waste,
  • Parcels whose dispatch would violate applicable laws and regulations; these include parcels whose content violates legal provisions on the protection of intellectual property including forged or unlicensed copies of goods (counterfeiting),
  • The consignor is not allowed to offer shipments to GLS that contain goods whose shipment is prohibited, e.g. because of their contents, the intended recipient c.q. the consignee or because of the country of dispatch or receipt. The consignor must ensure which behaviours are prohibited or punishable by consulting the relevant laws and regulations and must do so on an ongoing basis so that the consignor is kept informed of any relevant changes. Relevant laws and regulations include any laws, regulations or directives that impose sanctions (including trade restrictions and economic sanctions) on countries, individuals or entities, including without limitation those imposed by the United Nations, the European Union and the EU member states or other laws and regulations whose nature is relevant and applicable.
  • Parcels classified as carriage forward,
  • Parcels with one of the following destinations:
    • outside the EU: all countries (customs destinations),
    • within the EU: Andorra, Ceuta, Gibraltar, Greece, Livigno, Malta, Melilla, San Marino, Cyprus, the city of Büsingen am Hochrhein (postcode D-78266), overseas territories and all European islands except German islands, Croatian islands and Ireland.

5.2 Furthermore, parcels shall be excluded from transportation which have a weight of more than 40 kg, a combined length and girth of more than 3 m, a length of more than 2 m, a height of more than 0,6 m or a width of more than 0,8 m.

5.3 Additionally excluded shall be

5.3.1 from transportation abroad:

  • prohibited articles according to the regulation (EC) No 300/2008 of 11th March 2008 and its implementing rules as amended from time to time.
5.3.2 from airfreight:
  • prohibited articles according to the regulation (EC) No 300/2008 of 11th March 2008 and its implementing rules as amended from time to time.

5.4 The sender is obliged to control the compliance with the transportation exclusions before consignment of parcels. GLS exclusively accepts closed parcels for transportation. Upon suspicion of such exclusions and in statutorily permitted exceptional situations GLS shall be entitled to open and to check the parcels.

5.5 If the sender assigns GLS with the transport of parcels, whose transport is prohibited according to clauses 5.1 to 5.3 and without prior written approval of GLS, the sender shall be liable in accordance with the legal provisions for all claims, costs and expenses, including but not limited to expenses for appropriate measures in order to eliminate or avoid danger (e. g. securing, intermediate storage, return, disposal, cleaning, etc.) suffered by GLS or third parties which result from the assignment contrary to
the transport exclusions. Nevertheless in case of violation against clause 5.2 GLS shall be entitled to carry out the transportation and to demand a general reimbursement of expenses in the lump sum of € 50. The sender is explicitly allowed to verify that the expenses were not incurred, or that they were significantly less than the lump sum stated above. GLS reserves the right for evidence of higher expenses.

5.6 Individual labels or signs which are affixed to a parcel and which indicate a composition according to clauses 5.1 to 5.3 shall, not be sufficient to alert GLS to a consignment contrary to a transportation exclusion. Consent of a carrier or its agents or a tacit acceptance of a parcel does not represent approval of GLS.

5.7 If a parcel which is excluded from transportation is refused at the time of pick-up of the parcel or is later returned to the sender for this reason, GLS reimburses the sender the transportation fees.

6. Sender’s Obligations

6.1 The sender shall affix to the parcel the parcel label individually generated via GLS-ONE. The sender shall ensure that the hard- and software necessary for the completion of the ordering and the printing of the parcel label is available and fully functional. The sender shall be liable for the consequences of any errors with respect to parcel label printing. The sender shall ensure, when handing over the parcel that only one undamaged parcel label is attached to the largest side of the parcel and is easily visible. Used
parcel labels, addresses or miscellaneous old signs must be removed. The sender shall be responsible that the data of the parcel actually handed over to GLS agree with the data of the individually generated parcel label.

6.2 If the sender does not comply with his obligations according to clause 6.1 GLS is at its discretion entitled to unload, to store, to secure or to return the parcel without the need for indemnifying the sender and the sender is liable for any expenses or costs due to this action. In case of transports to other EU countries the sender has the obligation to ensure that all necessary documentation needed for VAT tax exemption for intra-community transports is fulfilled.

6.3 All dispatches identified with the parcel label individually generated for the sender shall be attributed to the sender. The sender is obliged to inform GLS immediately in case of fraudulent use of his GLS-ONEaccount. In case of fraudulent use or other use in breach of the contract GLS shall be entitled to block the sender’s GLS-ONE-account. The sender shall be liable for all damages due to fraudulent use of his GLS-ONE-account as far as he is responsible for it.

6.4 The sender is responsible for all taxes and customs regarding the goods. The sender is responsible for a proper, and with regard to the scope of service, sufficient inner and outer packaging, which withstands the strain of transport, whereby the packaging must ensure that on the one hand the goods themselves are protected against loss and damage and that on the other hand persons carrying out the transportation and other parcels transported are not endangered. The packaging must in particular ensure that an access to the parcel’s content is not possible without leaving a clear trace on the outside of the parcel. The GLS packaging guidelines will assist the sender in this matter (see: gls-group.com).

7. Liability

7.1 GLS is liable for loss or damage of parcels up to the amount of 8.33 Special Drawing Rights (SDR) of the International Monetary Fund per kg of the parcel’s gross weight.
GLS is not liable for consequential damages or loss, e. g. losses of a purely commercial nature like loss of turnover or earnings, without this list being exhaustive. Additionally, liability for delay in airfreight completion is excluded.

7.2 For international transports the regulations of the CMR, the Montreal Convention or the Warsaw Convention may apply.

7.3 If the sender takes out no transport insurance, GLS compensates the value of the goods beyond the limitation of liability according to clause 7.1, sentence 1, and clause 7.2 up to an amount limited to:

  • the purchase price or
  • for second-hand goods the current value or
  • for goods dispatched on occasion of an auction the auction price

depending on which amount is the lowest in the individual case, however limited up to the amount of € 750 per parcel. In case the content of parcel cannot be demonstrated by means of the purchase or selling invoices article 7.1 first sentence shall apply.

7.4 Claims for an amount below 50 EUR are not accepted.

8. Exclusion of Further Claims of the Sender

The passing on of fines to GLS, which the sender is obligated to pay to third parties, is excluded.

9. Privacy and processing of personal data

9.1 GLS takes data protection seriously. GLS processes personal data provided in the context of the agreement for the execution of the agreement and for the proper provision of services. GLS processes personal data in accordance with the General Data Protection Regulation. In this context GLS has drawn up a privacy statement, which can be found on its website. This privacy statement forms an integral part of these GTC.

9.2 The personal data processed by GLS shall be kept as long as they are necessary for the processing purposes elaborated in the privacy statement and no longer than legally permitted.

9.3 The Sender is also obliged to process personal data in a proper and careful manner and to comply with the applicable privacy laws and regulations.

9.4 In the event of requests and/or complaints from data subjects and/or supervisory authorities, in the event of discovery of a possible breach in connection with personal data ('data breach') or in the event of obligations to share personal data with third parties and/or obligations otherwise in the context of privacy, the Sender shall, if these matters also concern GLS, inform GLS of this as soon as possible, but no later than 36 hours.

9.5 The Sender shall inform consignees of the transfer of their personal data and shall indemnify GLS against all claims, fines and/or costs arising from the Sender's failure to comply with applicable privacy laws and regulations.

10. Severability / Jurisdiction

10.1 If any provision of these GTC should be invalid or non-enforceable, this shall not affect the validity and enforceability of the remaining provisions.

10.2 All agreements under these GTC shall be governed by Belgian law. Disputes that might arise from these agreements shall only be submitted to the competent counts of Brussels. GLS may also, if it so wishes, petition any other competent court in order to take cognizance of the dispute.

10.3 Information on Online Dispute Resolution for consumers: The EU commission will set up an online platform for the online-resolution of disputes ("ODR-platform") in the first quarter of 2016. This platform shall serve as a contact point for extrajudicial resolutions of disputes concerning contractual obligations, arising from online sales or services agreements. The ODR platform will be accessible under the following link: http://ec.europa.eu/consumers/odr.
Email address GLS: mail@gls-one.lu

10.4 When the sender has completed the internal complaints procedure and when he is not satisfied with the answer of GLS, the possibility exists for the sender to address the Ombudsman of the Postal Sector.

Download the pdf version of the General Terms and Conditions of Genral Logistics Systems Belgium S.A. - Luxembourg Branch for the online marketing “GLS-ONE”
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