FAN Courier Express (hereinafter FAN/FAN Courier) offers services included in the area of universal service, but also not included in the area of universal service under the following conditions:
FAN Courier Express accepts only postal dispatches packed and labeled appropriately by the dispatcher. By delivering the dispatches towards the FAN agent, the dispatcher agrees with the terms and conditions of FAN Courier Express, whether he signs or not the transport document (AWB).
The dispatcher is liable for the correctness of data written on the transport document (AWB) and the correct packaging and labeling of parcels.
Dimensions and weight conditions:
A. Mail dispatches
B. Postal parcels
C. Postal dispatches which make the object of the services: Reimbursement, Change of destination, receipt confirmation, are enclosed in the following conditions of dimensions and weight:
To be approved in the postal network, the postal dispatches must fulfill the following packaging conditions:
The dispatches which make the object of the services: Reimbursement, Change of destination, receipt confirmation can be packed in Fan packages, as well (FAN bag, FAN box).
FAN Courier Express is not liable for the eventual total or partial losses, damages, prejudices to people, environment, used installations or other goods, provoked by hidden vices, through packing by the dispatcher (inappropriate package).
Postal dispatches must not contain:
FAN Courier reserves the right to refuse picking up the postal dispatches which contain the goods described previously, and postal dispatches which do not take into consideration the FAN packaging conditions.
The pickup of postal dispatches is made through the employees from the working points of FAN Courier or from the address shown by the dispatcher, by the Courier.
Natural persons: the postal dispatches without declared value and without reimbursement are submitted sealed, without packing list and without content verification.
Natural persons: postal dispatches with declared value and without reimbursement are submitted open and are picked up with packing list/content verification. In the packing list the following will be mentioned: the products inside, series/codes and value of products/usage of the commodity (tick new/second hand product).
The FAN courier attends the filling of the Packing List, packaging of products and checks if the products mentioned in the Packing List exist in the parcel.
FAN Courier does not assume responsibility of the correctness of specific/detailed information, regarding the goods mentioned by the dispatcher in the form: « Content specification ».
Legal entities: postal dispatches without declared value, with declared value or reimbursement are picked up sealed.
The delivery of the postal dispatch is made at the address specified by the dispatcher, personally towards the receiver or towards the person authorized to receive the postal dispatch.
The delivery of dispatch is made on Saturday if the dispatcher specified on the transport document (AWB) at the section observations, the mention: “Saturday Delivery”.
When the parcels are picked up, they will be weighted, measured and the weight taken into consideration will be the biggest between the physical and volumetric one.
The calculation formula for the volumetric weight is length x width x height/6000 cm.
In the FAN warehouse, the parcels will be sorted/weighted by the mapping band for own records of the provider.
Each access and contact point holds appropriate measurement instruments (homologated balance and metrological certificate). The mapping band is also facilitated with such equipment and, if there are differences between the declared value, by the dispatcher, and the one generated by the band, FAN Courier can modify the weight with the one from its report data, only if the contracts signed with the dispatcher stipulates this.
FAN Courier Express will not use, during the entire period when it holds the postal dispatch, handling methods of the postal dispatches which, through the activity of its employees or external factors can alter, damage the postal sending or its content.
Also, FAN Courier Express does not condition the provision of the postal service by opening the postal dispatch, will not open the sealed postal sending and will not use handling means which could give the possibility to any person to acknowledge the content of the postal sending.
Receipt Confirmation Service is the service whereof the characteristic is the delivery towards the dispatcher of the proof regarding the delivery of the registered postal dispatch, confirmed in written by the receiver. The return term towards the dispatcher, of the proof regarding the delivery of the postal dispatch confirmed in written by the receiver, is 2 legal working days from delivery. In case of loss of the receipt confirmation proof of the postal dispatch by the receiver, FAN Courier Express drafts and offers another copy of it to the dispatcher.
The dispatch service against reimbursement – postal service whereof the characteristic is the payment by the receiver to the dispatcher through the postal network, of the value of the commodity which is contained in the registered postal dispatch. Picking up the postal dispatches which make the object of the reimbursement service is made only if the dispatcher mentioned correctly and completely all his identification data. The return term towards the dispatcher of the value which makes the object of the postal dispatches (values collected from the receiver) is 2 legal working days at delivery.
Postal order on paper – the postal service whereof the characteristic is filling in a physical form based on which, according to the dispatcher’s indication, the transfer and rendering of money is executed, without any deduction, towards the receiver. Picking up the postal dispatches which make the object of this service is made only if the dispatcher specified correctly and completely, all his identification data on the typified form of mandate, offered by FAN Courier Express. The provider will pay the receiver the values which make the object of this postal service, in 2 legal working days from the pickup of the postal dispatch.
Dispatch with declared value service – postal service whereof the characteristic is the insurance of a registered postal dispatch against loss, theft, total or partial damage or deterioration, for a value which cannot exceed the value declared by the dispatcher.
The postal dispatch can be opened by the receiver before its approval, only if the dispatcher chose the service « Open at delivery » and paid in advance for the value of the service.
FAN Courier Express will return the postal dispatch, towards the dispatching customer, by applying an equal tariff with the one-way service, if the postal dispatch could not be delivered to the receiver because of the following reasons:
In case of point 2 and in any other case which is not enclosed in the three cases mentioned above, FAN Courier Express will notify the receiver about the existence of a postal dispatch, working point from which he can pick it up and will keep the postal dispatch for 7 calendar days at the working point which should have done the delivery.
Maximum limit of reimbursement::
|Dispatcher||Receiver||Max standard reimbursement||Max collector account reimbursement|
|Natural person||Natural person||5,000 lei||5,000 lei|
|Natural person||Legal entity||5,000 lei||5,000 lei|
|Legal entity||Legal entity||5,000 lei||5,000 lei|
|Legal entity||Natural person||5,000 lei||10,000 lei|
The maximum approved value of the postal order: 5,000 lei.
The maximum sum of the declared value: 40,000 lei.
The allowed currency in which the collection can be made, respectively the payment of the values, in case of Collector Account Reimbursement, respectively for the postal mandate on paper service, is RON.
The allowed currency in which the collection can be made, respectively the payment of the values in case of Standard Reimbursement service, can be RON or other currency.
The payment methods of the postal services – in lei by cash or bank transfer.
Postal dispatches which were not delivered to the receiver nor returned to the dispatcher will be kept for 9 months in the FAN Courier Express warehouse in Bucharest. If, during this period the dispatcher or receiver did not claim the postal dispatch, it will be passed without any other notification or prior formality in the property of FAN Courier Express. For any keeping of the postal dispatch at the disposal of the dispatcher or receiver, FAN Courier Express will perceive a tariff of 1 leu/day, after the expiry of the notification term.
Except the Express service, FAN Courier Express warranties the delivery of any internal postal dispatch under good conditions and in full confidentiality, anywhere throughout Romania, in an average term of 24 hours, without exceeding 36 hours (maximum term).
In case these delivery times for the internal dispatches are exceeded, FAN Courier Express is liable towards the user by returning a 5% of the tariff cashed for providing the base/standard service.
For postal dispatches over 3m length, delivery will be made from the FAN Courier Express headquarters.The delivery term does not include weekends (except situations when “Saturday” delivery was requested) and legal holidays. For abiding by these terms, FAN Courier Express benefits of 68 traces settled between the fixed contact points served by personnel, created so that any postal dispatch can be picked up from the collection point in maximum 12 hours from the delivery/pickup of the postal dispatch and, so that through every fixed contact point served by personnel, the FAN Courier Express vehicles which deliver postal dispatches can pass, at least once.
FAN Courier Express warranties the delivery of any international postal dispatch under good conditions and full confidentiality, in a maximum term of:
The delivery terms do not include the legal holidays from the dispatch and/or destination countries, force major or fortuitous case.
The settlement mechanism of claims received from users
FAN Courier Express settled a simple, transparent and accessible, settlement mechanism of claims, especially regarding loss, partial, total damage or degradation of postal dispatches and non-abidance by the quality conditions of the services (delivery terms etc.). The procedures allow the equal and prompt settlement of claims and an adequate reimbursement or compensation system.
The introduction term of the preliminary claim addressed to the provider of postal services is 6 months and is calculated from the submission date of the postal dispatch.
The postal services provider is obliged to settle the prior claim in 3 months term from its introduction date.
The dispatcher or receiver unsatisfied of the offered services can draft a written claim and submit it personally at any of our headquarters, through mail at costumer@FANcourier.ro, phone 021.9336 or can send it in envelope through the postal service receipt confirmation, at the address 31 Belt Line, Stefanestii de Jos, Ilfov County, to the attention of the Customer Service department.
The claiming person must submit/send at FAN all the proofs based on which he made the claim, in order to create some correct and complete analysis (transport document (AWB) copies, finding minute, sustaining invoices, package/product for expertise etc.). The claim is analyzed and settled individually for each postal dispatch.
The Customer Service department confirms to the claimer the receipt of the complaint by issuing a registration number in case of claims submitted personally, by phone, email, if the claimer has his email address public or requests this thing and by filling in/signing the receipt confirmation in case of written claim dispatched in envelope with receipt confirmation and answers in written to the claimer by mail, fax or answering address, based on the way in which the claim and request of the claimer was received.
Any claim will be registered in the « Electronic Register of Complaints » and the requester will be indemnified based on the chosen service type, with declared or non-declared value, in a maximum term of 30 days from the favorable settlement of the claim.
If the claim is reasoned, the indemnity is given cash at the nearest Fan Courier office, through postal mandate or bank transfer if the requester is a natural person and through payment order or compensation – if the requester is a legal entity. The claim will be considered reasoned if according to the contractual agreement or legal dispositions, FAN Courier Express is obliged to give indemnities.
In case of a postal service provided by more providers, the provider that delivered the postal dispatch is obliged to send the received claims, for settlement, to the provider that picked up that respective postal dispatch.
FAN Courier Express collects and delivers the dispatches by own means, through access and contact points and through the access points of the partners and is liable towards the customers, as it follows:
a) In case of loss, theft or total damage:
b) In case of partial loss or damage or degradation:
Besides the indemnities stipulated at letter a) the tariffs cashed at the deposit of the postal dispatch, will also be returned.
For the postal mandate service on paper, the postal services provider is liable for the entire value deposited at the access point.
To the values stipulated above, the legal penalty interest is added, which flows from the moment when the prior claim is introduced or by case, when the put on trial request is introduced, irrespective of which moment comes first.
If the customer is indemnified according to the legal provisions in force, in case of total damage of the dispatch, the commodity which makes the object of that indemnity will enter in the FAN Courier’s custody/property.
After the indemnity, if the dispatch which makes the object of the claim is found in a 9 months term from pickup of the postal dispatch from the dispatcher, the claimer is obliged to return the value received as indemnity or a percentage of it, based on the state of the postal dispatch, delay or expenses for the claimer.
Full loss of the content is equal with losing the postal dispatch.
In case the customer is fully indemnified, the commodity which makes the object of the indemnity will enter into the FAN Courier’s custody.
In case of non-execution of the performances which constitute additional characteristics of the postal services named by the dispatcher through special indications, only the tariffs cashed additionally to the applicable tariff for the standard postal service, are returned.
In the following cases FAN Courier Express is exonerated of liability:
The provider of postal services is liable for the international postal dispatches, according to the provisions of the international agreements, to which Romania adhered. If, there are no international agreements, the provisions of the hereby document apply.
FAN Courier Express is a provider of « Express » services and warranties the delivery of internal postal dispatches in a term, as it follows:
In case of exceeding these delivery periods, FAN Courier Express is liable towards the user by returning 5% of the tariff cashed for providing the service.
Handling of personal character data
FAN Courier Express is registered at the National Surveillance Authority of processing personal character data under number 4487 and accepting the delivery terms and conditions of FAN Courier Express implies the approval of the customer to process the personal character data according to Law 677/2001.
FAN Courier Express processes the personal character data having identification function of general applicability with abidance by the provisions of art. 8 from Law 677/2001, and art. 2 from Decision no. 2 from Decision no. 132 of ANSPDCP ;
« (1) Processing the personal identification number or other personal character data with identification function of general applicability can be made only if:
Any personal character data processing, (…) can be made only if the aimed person expressly and clearly agreed for that processing.
If the aimed person refuses the written consignment of personal character data, it will benefit of the service provision.
According to art. 12 from Law 677/2001 regarding the information of the aimed person:
« (1) if the personal character data is obtained directly from the aimed person, the operator is obliged to provide the aimed person, at least the following information, except when this person already has this information:
(2) If the data is not obtained directly from the aimed person, the operator is obliged, when he collects data or at least until first disclosure, to provide the aimed person, at least the following information, except when this person already has this information :
According to the provisions of Order no. 52/2002, the minimum security conditions for processing personal character data which underlie the adoption and implementation, by the operator, of the technical and organizational measures necessary to keep the confidentiality and integrity of personal character data, are found in the own security politics and procedures.
S.C. FAN Courier Express S.R.L.