DoorToDoor Terms of Service and the Portal's Terms of Use
Last updated on 15.02.2021.
1. TERMS USED IN TERMS OF SERVICE
1.1. Portal – portal www.sendparcelgo.com.
1.2. Platform – DoorToDoor service selection platform on the Portal.
1.3. User – client of the Portal who uses the Services available on the Portal.
1.4. Carriers – DoorToDoor cooperation partners whose delivery services are offered to the User on the Portal.
1.5. DoorToDoor – SIA “DOOR TO DOOR”, registered in the Enterprise Register of the Republic of Latvia, Registration Number 43603088149, the owner and the operator of the Portal.
1.6. Terms – these DoorToDoor Terms of Service and Portal's Terms of Use.
1.7. FAQ – the “Frequently Asked Questions” section of the Portal, which includes information on using the Portal and receiving the Services. FAQs are considered an integral part of these Terms and are binding to the User.
1.8 Privacy Policy – the Privacy Policy published on the Portal.
1.9. Service – specific delivery services that are selected and offered to the User on the Portal after entering the User's order data.
1.10. Parcel terminal – a closed Carrier's parcel cabinet, in which the Carrier places the Shipment, which the Recipient has the opportunity to independently collect within the time period specified by the Carrier and using the access data provided by the Carrier.
1.11. Additional services – additional information on the conditions of execution of the Services of a particular Carrier offered to the User and additional services specified by each specific offer of the Carrier.
1.12. Additional information – Carrier's Terms of Service and other Carrier's special conditions for the execution of the Order, which are available and published on each Carrier's website. The Terms also use the term “Special Conditions”, which is perceived as synonymous with the term “Additional Information”.
1.13. Order – an order made by the User by accepting a specific Service offered on the Portal.
1.14. Pick-up point – point (petrol station, point of sale, etc.) to which the Carrier delivers the Shipment and where it can be picked up by the Recipient within the period specified by the Carrier.
1.15. Shipment – a consignment to be sent within a specific Order.
1.16. Recipient – legal or natural person to whom the Shipment is addressed.
1.17. Sender – a legal or natural person who is indicated in the Order Form and the Shipment Consignment Note as the Sender of the Shipment.
1.18. Shipment Consignment Note – an information sheet of the Shipment, which contains the information necessary for the delivery of the Shipment, including information about the consignee and address of the Shipment, and which the User must attach to the specific Shipment in accordance with these Terms.
1.19. Additional services – additional information specified and selected by the User about the Order made by the User (features, special type of delivery, etc.) in accordance with the offer of the particular Carrier.
1.20. Additional Invoice – an invoice sent by DoorToDoor to the User and which includes a Penalty and/or any additional expenses incurred by DoorToDoor or the Carrier due to non-performance of the User's obligations, non-compliance of the Shipment with these Terms, Carrier's Additional Information or Shipment information, as well as due to the action of the consignee.
1.21. Prohibited articles – articles and substances, the dispatch of which in accordance with Clause 6.4 of the Terms, including the conditions included in the Additional Information of a particular Carrier, is prohibited.
1.22. Penalty – a fine imposed on the User in the case set out in Clause 6.7 of the Terms.
2. GENERAL INFORMATION
2.1. The Portal is used to compare various delivery services specified on the Portal and to order the selected delivery, providing the User with the opportunity to choose the most appropriate delivery service for the User's needs and wishes. Delivery services are offered by the Carriers mentioned in the “Cooperation Partners” section of the Portal.
2.2. The portal is operated by DoorToDoor. DoorToDoor via the Portal provides intermediary services in the execution of delivery services provided by the Carriers.
2.3. The principles of processing the personal data of the Users of the Portal are included in the Privacy Policy published on the Portal.
2.4. Before starting to use the Portal, the User is obliged to read these Terms, as well as the Privacy Policy published on the Portal. Before choosing a particular Service, the User is obliged to get acquainted with the Additional Information of a particular selected Carrier. Before using the services of the Portal, the User is obliged to confirm the agreement to the Terms, Privacy Policy and Additional Information by making an appropriate note next to the confirmation "I confirm that I have read the DoorToDoor Terms, Privacy Policy and Additional Information of the Carrier". By making the note referred to in this clause, the User irrevocably confirms that he/she has read and agrees to the Terms, Privacy Policy and Additional Information. If the User does not agree with the Terms, Privacy Policy or Additional Information, the User is not entitled to use this Portal.
2.5. The Terms, Privacy Policy, Additional Information, FAQ, as well as other terms published on the Portal are binding on the User and are considered to be the terms of the distance contract.
2.6. The Website Operator has the right to make amendments to the Terms and Privacy Policy at any time by publishing the current version of the Terms and Privacy Policy on the Portal. The User's confirmation specified in Clause 2.4. is made about the current and valid regulations of the Terms and Privacy Policy at the time of placing the Order. The Carrier may make changes to the Additional Information at any time. The User gets acquainted with the Carrier's current Additional Information before placing each Order.
2.7. The "FAQ" section of the Portal publishes information that is directly applicable to receiving the Service and executing the Order. These Terms, including Clause 2.4. and 2.5. of the obligations of the User set forth shall apply to the FAQ.
3. REGISTRATION AND USER RIGHTS
3.1. The User is not obliged to register on the Portal in order to receive the Services offered on the Portal. The User has the right to register on the Portal by filling in the input fields of the registration form, presenting his/her personal data and agreeing to the transfer of personal data.
3.2. For registered Users, a profile is created on the Portal and a user number is assigned after the User's registration is completed in accordance with the Terms. Registered Users of the portal are provided with the preservation of Order History and User data throughout the registration period.
3.3. The User has the right to manually delete the User profile created on the Portal and the personal data stored in it at any time. The User has the right to manually make changes to the data entered in his profile.
3.4. The User has the right to use the Portal Services. The User has the right to compare the Services offered by the Carriers and receive a list of delivery offers free of charge. The User shall make payments in the cases set out in these Terms or Additional Information.
3.5. The User of the Portal is prohibited to use the Portal for such unintended purposes, including entering unsolicited information in the input fields.
3.6. The User is responsible for the fulfilment of the obligations of the Sender and the Recipient specified in the Terms in relation to the Orders made by the User.
4. SELECTION AND PLACEMENT OF SHIPMENT
4.1. On the Platform the User can receive Offers for shipping a specific User’s Shipment. To select and receive Carrier offers, the User uses the Platform’s tool – “Platform Calculator”.
4.2. On the “Platform Calculator” the User enters the requested basic information in the relevant fields about the specific Shipment: country, city and postal code for the delivery address, the size and type of the Shipment.
4.3. According to Clause 4.2 of the Terms, after entering and confirming the data specified, all Carriers' offers for the specific Order are displayed on the Platform, indicating the price of the Order, possible Shipment’s receipt time and the possible delivery time by each Carrier, separately indicating available delivery methods (express delivery, expedited delivery, regular delivery, etc.).
4.4. For each price offer presented, the User is provided with Additional Information on the conditions of the specific Carrier as well as Additional Services in relation to the delivery. The User gets acquainted with the Additional Information independently by opening the sections “Additional Services” and “Additional Information”, as well as by visiting the website of the specific Carrier to get acquainted with the specific conditions.
4.5. The User completes the Order by selecting one of the offers provided by the Carriers presented on the Platform for the specific Order. The Carrier is selected by clicking on the relevant section named “Order”. By selecting and confirming the specific price offer, the User agrees to the delivery terms of the Carrier, including the “Additional Information” corresponding to the Clause 4.4 of the Terms.
4.6. When placing an Order, the User fills in the Order form generated on the Platform and indicates the requested information about the specific Order, including Sender, Recipient, pickup address of the Shipment, its delivery address, type of Shipment, describes the content of the Shipment, its value, size and weight in the specified range, required date of pickup and delivery of the Shipment, as well as the special characteristics of the Shipment in accordance with the Clause 6.2 of the Terms, and other information that is required.
4.7. The User is responsible for the accuracy and truthfulness when providing information that is stated in Clause 4.6. and assumes full responsibility for damage to the Shipment, the Carrier's refusal to deliver, other delivery disruptions, as well as additional costs calculated by the Carrier in case the information provided by the User was incorrect.
4.8. When placing an Order, the User is obliged to indicate the value of the Shipment. The value of the Shipment must be justified and true. In case of a dispute, the User must provide documents to justify the value of the Shipment, e.g., a receipt.
4.9. The User independently prepares and delivers the Shipment to the courier of the selected Carrier, based on Section 6 of these Terms.
4.10. The User's Order is transferred to the selected Carrier within 3 (three) business days after receiving the full prepayment in the DoorToDoor bank account. In case the User's Order is subject to post-payment, the Order is transferred to the Carrier immediately after the completion of the Order’s placement in accordance with Clause 4.5 and 4.6 of the Terms.
5. PAYMENT TERMS
5.1. The User pays for the Order in accordance with the conditions specified in the specific Offer, observing the data entered in the Order form regarding the weight, size, and number of Shipments. The fee for the Order is calculated and indicated after performing the Order processing operations. The Order fee includes value added tax in accordance with the legal regulations of the Republic of Latvia.
5.2. When placing an Order, the User chooses one of the offered payment methods:
5.2.1. payment by payment card takes place on the Platform when the User enters the data of the payment card of the bank held by the User. When making a payment with a payment card held by another person, the User confirms his right to use another person's payment card and assumes full responsibility in this regard;
5.2.2. payment via Internet bank takes place when the User selects one of the banks specified in the Platform, connects to the Internet bank and confirms the automatically created payment for the User's specific Order;
5.2.3. Payment based on pre-payment invoice takes place when the Portal, after drawing up and confirming the User's Order, sends the User an invoice for the User's specific Order to the e-mail address indicated by the User in accordance with the selected price offer. The User is obliged to pay the invoice within 5 (five) days from the date of preparation of the invoice or within another, shorter term specified in the invoice. The payment term indicated in the invoice may be shorter depending on the delivery time of the desired shipment specified in the User's Order.
5.3. The User with whom a fixed-term service contract has been concluded (hereinafter – the Agreement) and the concluded Agreement provides for such a possibility, in addition to types of payment stated in Clause 5.2., it is possible to choose post-payment for the Service. Payment by post-paid invoice is made in accordance with the Terms of the concluded Agreement.
5.4. According to Clause 5.1. DoorToDoor will send information on the payment receipt confirmation to the e-mail specified by the User by attaching the Shipment Consignment Note prepared for the Shipment. Receipt of the consignment note shall be considered as acceptance and confirmation of the Order by DoorToDoor and acceptance of the conclusion of the Agreement between the User and DoorToDoor.
5.5. When paying for the Order in accordance with Clause 5.2 of the Agreement the User irrevocably confirms the conditions of the Order. In case the Order processed in this way is not executed due to reasons dependent on the User, the User shall not be refunded the payment made for the Order. The following cases, among others, are considered to be such user-dependent reasons: the User has unilaterally cancelled the Order; the Carrier has refused to execute the Order due to non-compliance of the Shipment or other actions of the User.
5.6. The Shipment delivered to the Carrier is weighed and re-measured before the delivery is made. When determining the size and weight of a Shipment, the fixed values of a particular Carrier are decisive. In case the weight or size of the Shipment delivered to the Carrier exceeds the weight or size of the Shipment specified in the Order, DoorToDoor has the right to:
5.6.1. refuse to execute the Order if it has been refused by the Carrier, or
5.6.2. to request the User to make a surcharge for an inappropriate Shipment if such rights have been used by the Carrier in accordance with the price list of the Services of the particular Carrier. The final price of the Order execution is calculated in accordance with the Shipment sizes – weight and size specified by the Carrier.
5.7. The User shall cover any additional expenses incurred by DoorToDoor or the Carrier due to the User's violations of the Terms, as well as expenses for any additional actions that the Carrier has had to perform to ensure the execution of the Order in accordance with the Carrier's price list.
5.8. DoorToDoor sends the User an Additional Invoice to cover additional expenses. DoorToDoor has the right to issue an additional invoice within 6 (six) months from the moment of incurring additional expenses.
5.9. The User is obliged to pay the Additional Invoice within the term specified therein. In case the User has not paid the Additional Invoice, DoorToDoor has the right to refuse the User's further execution of Orders, as well as to block the profile of the registered User until the payment is received.
6. ARTICLES TO BE DELIVERED AND THE PREPARATION OF THE SHIPMENT
6.1. When placing an Order, the User is obliged to disclose the content of the Shipment by filling in the relevant field in the Order form in accordance with Clause 4.6 of the Terms. When making an Order, the User is obliged to provide complete information about such deliveries that may in any way cause danger to another person or the environment. The User is obliged to comply with the prohibitions set out in Clause 6.4.
6.2. When filling in the Order form, the User is obliged to mark the special features of the objects in the Shipment: “Fragile”, “Bulky”, “Delivery in a shopping centre”, etc.
6.3. The User is fully responsible for the content of the Shipment delivered to the Carrier.
6.4. It is prohibited to include in the Shipment articles that have been withdrawn from civil circulation and/or the storage or transportation of which is prohibited by the law of the Republic of Latvia, regulatory enactments of the European Union, as well as regulatory enactments of transit or destination country. The User is prohibited from sending, among other things, the following items, as well as items that are prohibited in the FAQ and Additional Information of each Carrier:
6.4.1. narcotic or psychotropic substances;
6.4.2. material of a pornographic or erotic nature which describes or depicts the sexual exploitation of children (child pornography), sexual activities of persons with animals, necrophilia, or violence of a pornographic nature;
6.4.3. articles or substances the importation or circulation of which in the countries of destination is prohibited;
6.4.4. articles or substances, the export of which from the Republic of Latvia or circulation in the Republic of Latvia is prohibited;
6.4.5. objects or substances which, due to their nature or packaging, may contaminate or damage other postal items or postal equipment;
6.4.6. postcards or letters with the features of regular and private correspondence, which indicate that these postcards or letters are exchanged by persons who are not indicated on the Shipment as the sender and addressee;
6.4.7. explosive, flammable, radioactive, perishable biological substances and infectious substances;
6.4.8. money, coins, banknotes, and securities of any kind (checks);
6.4.9. articles and substances the transfer (transportation) of which is prohibited in regulatory enactments in the field of medicine or transport (aviation);
6.4.10. animals.
6.5. In case substances or articles referred to in Clause 6.4 of the Terms are found in the Shipment, the Carrier refuses or terminates the execution of the Order. The Carrier is entitled to dispose of the Shipment in accordance with the law and the Carrier's Additional Information, including requesting the return of the Shipment from the Carrier's warehouse or returning the Shipment to the Shipper in accordance with the Carrier's Terms of Service. DoorToDoor has the right to request the User or the Shipper to take back the shipments specified in this Clause upon receipt at the Carrier's warehouse. The User is informed that the User is obliged to reimburse DoorToDoor for any expenses related to the storage of the shipment specified in this clause in the Carrier's warehouse until return, in accordance with the Carrier's price list included in the Carrier's Additional Information. The User shall also reimburse DoorToDoor for any other losses incurred by DoorToDoor in the case specified in this Clause within 3 (three) business days in accordance with the Additional Invoice issued by DoorToDoor.
6.6. In the case specified in Clause 6.5 of the Terms, the User shall not be refunded the payment made for sending the Shipment.
6.7. Penalties. In case the User/Shipper/Recipient violates Clause 6.4 of the Terms and the Shipment contains items prohibited in accordance with Clause 6.4 of the Terms, including those specified in the Additional Information of the selected Carrier, the User who was responsible for the Shipment content is obliged to pay DoorToDoor fine in EUR 130 for each Shipment containing prohibited articles. The User shall pay the penalty specified in this clause within 3 (three) business days from the date of sending the respective DoorToDoor Additional Invoice. The invoice is sent to the e-mail address provided by the User.
6.8. The User ensures the packaging of the item to be sent, following the guidelines published in the FAQ section for preparing the Shipment for delivery by courier and the Additional Information of the specific Carrier. The User is responsible for the suitability of the packaging for the protection and preservation of the shipped article during transportation. The User is obliged to securely affix the Consignment Note prepared for the specific Shipment and sent or issued to the User to the packaging of the Shipment.
6.9. Any Carrier is entitled to refuse to accept the User's shipment if its packaging does not comply with the conditions specified in this Clause and the Carrier's terms of service, the packaging is damaged, the packaging does not ensure safe transportation of the Shipment, the information required for transportation is not indicated or the special Consignment Note has not been used.
6.10. The User is obliged to ensure the delivery of the Shipment to the Carrier at a point that can be reached by delivery transport, as well as is obliged to ensure the delivery of the Shipment at the place and time specified in the Order form without causing downtime of the Carrier's courier.
6.11. The User is responsible that while the Shipment is under the control of the Carrier, the contents and packaging of the Shipment may not damage the Shipment, the packaging of the Shipment and other objects in the delivery transport or the Carrier's warehouse, nor damage the Carrier's personnel, premises and delivery transport.
6.12. The User shall be liable for losses arising from DoorToDoor, the Carrier, their employees and third parties as a result of the Shipment, information related to the Shipment, packaging, inconsistencies of the documents or actions, omissions or non-compliance with these Terms by the User/Sender/Recipient. Among other things, the User shall cover the expenses requested by DoorToDoor due to downtime, incorrect or false calls caused by the User's actions in accordance with the price list of the particular Carrier, for which DoorToDoor issues the User an additional Invoice.
7. TERMS OF DELIVERY
7.1. Delivery of the User's Shipment is ensured in accordance with the Order, observing the delivery conditions of the particular Carrier. The Carrier shall choose the method of storage, transportation, loading, unloading and storage of the Shipment, taking into account the special features of the Shipment indicated on the packaging of the Shipment.
7.2. If the Recipient refuses to accept the Shipment and/or upon the request of the Carrier's courier to present an identity document or sign for the receipt of the Shipment, the Shipment shall not be issued to the Recipient and shall be returned to the Carrier's warehouse. In the case specified in this Clause, the Carrier shall handle the Shipment in accordance with its Special Conditions.
7.3. If the delivery address specified by the User cannot be found, the Recipient cannot be found and cannot be called or in the case specified in Clause 7.2 of the Terms, the Carrier shall handle the Shipment in accordance with its Special Conditions. For re-delivery of the Shipment, change of delivery address, return to the Sender or storage, the Carrier is entitled to apply an additional payment in accordance with the conditions of the particular Carrier, for which DoorToDoor issues the relevant Additional Invoice to the User. In case the Sender refuses to accept the Shipment back or cannot be reached, the Shipment is destroyed.
7.4. The Carrier shall be responsible for the preservation of the Shipment from the moment the Carrier's courier has accepted the Shipment until the moment when the Shipment is delivered to the Recipient or returned to the Sender. The moment of delivery of the shipment is fixed in accordance with the regulations of the particular Carrier.
7.5. Unless otherwise specified in the Carrier's Additional Information, the Order shall be deemed fulfilled (Shipment – delivered) at the moment when the Shipment is delivered to the specified delivery address, pick-up point, placed at the Parcel terminal, delivered to the post office, delivered to the Recipient's neighbour, left at the delivery address or placed in the mailbox, for which the Carrier 's courier leaves a remark in the delivery documents. The User ensures that the Recipient takes the Shipment at the pick-up point or at the Parcel terminal, observing the deadlines set by the Carrier.
7.6. The User is obliged to ensure that the person who is at the specified time and place of delivery of the Shipment is the Recipient indicated on the Shipment or the person who is entitled to accept the Shipment on behalf of the Recipient. The Carrier is not obliged to verify the Recipient's identity document, as well as is not obliged to obtain the Recipient's signature on receipt of the Shipment. However, at the request of the Carrier's courier, the Recipient is obliged to present an identity document, power of attorney and/or sign upon receipt of the Shipment.
7.7. The Carrier accepts and hands over the Shipment, checking only the number of items in the Shipment and the condition of the packaging. If the packaging is damaged during delivery, the Carrier's representative shall, at the request of the Recipient, inspect the damaged items of the Shipment together with the Recipient, opening them, drawing up a report and making appropriate notes in the Consignment Note on the detected damage, as well as photographing the damage.
7.8. The User takes responsibility for the fact that the Recipient accepts only Shipments addressed to him/her. In case the Recipient has unreasonably accepted a Shipment that is not addressed to him and does not belong to him, the User and the Recipient are obliged to immediately notify DoorToDoor and ensure the return of the unreasonably accepted Shipment to the Carrier at their own expense. If the User and the Recipient do not comply with the provisions of this clause, they may be held fully liable for damages caused to DoorToDoor, third parties and the Carrier, as well as the Sender, the Recipient and the User lose the right to make claims for incorrect delivery.
7.9. In the event that the Shipment is not delivered on time due to the fault of the Sender, the Recipient or the User, DoorToDoor and the Carrier shall not be liable for non-delivery of the Shipment on time.
7.10. The possible delivery time of the Shipment indicated in the Offers is of an informative nature, and DoorToDoor does not take responsibility for the delivery of the Shipment within the specified time, unless such responsibility has been directly assumed by the Carrier. In any case, DoorToDoor and the Carrier shall not be liable for the delivery of the Shipment within the specified time if the User has delayed the payment of the Invoice or delivery of the Shipment to the courier or if the Recipient has not been reached at the delivery address.
7.11. The User performs all the necessary actions regarding the fulfilment of regulatory enactments for the implementation of customs procedures, independently preparing all the necessary documentation, paying the related taxes and fulfilling other requirements of regulatory enactments.
8. RESPONSIBILITY AND RESTRICTIONS
8.1. By using the Platform, the User confirms that he/she is aware that DoorToDoor does not provide delivery services itself but provides a brokerage service by placing a delivery Order between the User and the Carrier of his choice.
8.3 The Platform provides information on the Carriers' offers, display of the information provided by the Carriers and mediation in the execution of the delivery (sending and receiving) Order and the User's payments.
8.3. DoorToDoor is not responsible for the User's choice to receive a particular Service from a particular Carrier.
8.4. The User is directly responsible for violations of these Terms, as well as the Special Conditions of any selected Carrier, directly to DoorToDoor. The User shall cover all losses incurred by DoorToDoor as a result of the User's fault, including penalties, sanctions imposed by the state or local authorities, any contractual penalties, losses, interest or other sanctions caused by the User's, Sender's or Recipient's actions (actions or omissions), which DoorToDoor has had to pay to the Carrier or any third party.
8.5. All claims of the User related to the execution of the Order shall be submitted by the User to DoorToDoor, observing Section 9 of these Terms. DoorToDoor transfers the User's claims to the Carrier, which reviews them in accordance with the Carrier's Additional Information. DoorToDoor pays the compensation due to the User in cases when the Carrier has acknowledged the User's claims as justified and the respective compensation has been paid by DoorToDoor.
8.6. DoorToDoor's liability for damages caused to the User is limited to the limits of liability limitation set for each Carrier. For insured Shipments, the Special Conditions of each Carrier apply.
8.7. The User is obliged not to give his/her password to third parties, but in case the User suspects that the password has become available to a third party, he/she must immediately change the password, if the User is able to log in to his/her Portal profile and notify the Portal Administrator via e-mail address: info@doortodoor.eu, The contact form "Contact us” on the Platform.
8.8. DoorToDoor shall not be liable for actions performed on behalf of the User by third parties who have obtained the User's username and password, unless such acquisition of the username and password has taken place through malfunctions of the Portal not related to the circumstances specified in Clause 8.9.
8.9. The User is obliged to use only secure means of electronic communications and data transmission and equipment to register on the Portal and use the Portal.
8.10. The Portal is not responsible for damage or disruption in the operation of the Portal if caused by damage, malfunction of the User's equipment, User's e-mail configuration or congestion, use of inappropriate or unlicensed equipment or software, power failure or communication disruption between the User's equipment and the Portal.
8.11. The User shall cover all losses incurred by DoorToDoor as a result of the User's fault, including penalties, sanctions imposed by the state or local authorities, any contractual penalties, losses, interest or other sanctions caused by the User's, Sender's or Recipient's actions (actions or omissions), which DoorToDoor has had to pay to the Carrier or any third party.
9. PROCEDURE FOR SUBMITTING CLAIMS AND SETTLEMENT OF DISPUTES
9.1. The User, the Sender and the Recipient have the right to submit written claims to DoorToDoor regarding the violations committed by the Carrier in the execution of the Order, observing the provisions of Section 9 of these Terms. Any claims against Carriers are made only via DoorToDoor. In the event that the User, the Shipper or the Recipient arbitrarily contacts the Carrier, DoorToDoor shall not be liable for any matter covered by the claim.
9.2. The User has the right to submit claims in writing for violations of these Terms or Privacy Policy directly committed by DoorToDoor, which are not directly related to the provision of the Shipment, in accordance with Clause 9.6. within 5 (five) working days from the day of the violation. The information set out in Clause 9.7.1, 9.7.2 of the Terms shall be indicated in the claim referred to in this Clause.
9.3. Claims for any visible damage to the Shipment or its packaging, as well as missing or incorrect delivery of the Shipment shall be made at the time of delivery, for which the Recipient and the Carrier's courier shall comply with the fixations referred to in Clause 7.7. In case the Carrier's courier has not accepted the Recipient's claim, the User is obliged to immediately, but not later than within 1 (one) calendar day, submit the claim specified in this clause to DoorToDoor, observing Section 9 of these Terms.
9.4. In cases where the defects of the Shipment have not been obvious and have been established after the opening of the Shipment, the claim may be submitted within the following deadlines:
9.4.1. within 2 (two) calendar days from the day of submission of the Shipment application (Order) to the Portal, if the claim is submitted for non-acceptance of the Shipment by the Carrier's courier;
9.4.2. within 2 (two) working days from the day of delivery of the Shipment, following Clauses 7.4. and 7.5.;
9.4.3. within 2 (two) calendar days from the day of receipt of the Shipment, if the claim is submitted regarding Clause 9.3. and the Shipment has been delivered indirectly – via the parcel terminal, at the pick-up point, placed in the mailbox, left at the address without handing it over personally to the Recipient or another person. For the purposes of this Clause, the day of receipt of the Shipment is the day when the Recipient has removed the Shipment from the parcel terminal, pick-up point or when the Carrier's courier has left it at the address or placed it in the mailbox.
9.5. A claim shall be deemed to have been submitted within the appropriate time limit if it has been received by the DoorToDoor office, by e-mail or via the Portal contact form “Contact us” no later than 17.00 Latvian time on the last day of the term. In the event that claims are submitted in violation of Clause 9.3. and 9.4. DoorToDoor has the right to decide on the transfer of claims to the Carrier. DoorToDoor has the right not to review and transfer to the Carrier claims submitted in violation of the time limits set out in Clauses 9.2, 9.3. and 9.4.
9.6. Claims in accordance with Clauses 9.2., 9.3. and 9.4. shall be submitted using the claim form available in the “Terms” section of the Portal. Signed claim must be sent by the Sender or the Recipient to DoorToDoor e-mail info@doortodoor.eu. A claim is considered signed if it is signed with a secure electronic signature or printed, signed by hand and scanned in PDF or JPG format.
9.7. The User, the Sender or the Recipient shall indicate in the claim and attach to it the following information and documents:
9.7.1. the name, surname and personal identification code of the submitter of the claim or the name and registration number of the legal person, as well as the telephone number and bank account number, if the claim is related to compensation for losses;
9.7.2. information about the Order, which is the basis for submitting a claim (Shipment number, date of shipment, Name of the Recipient, declared value of the Shipment);
9.7.3. detailed circumstances of the case, the essence of the claim, the claims of the submitter of the claim, the amount of the claim and its clear calculation and substantiation;
9.7.4. a copy of the shipment invoice/bill of lading, if any;
9.7.5. photographs of the Shipment showing damage to the Shipment;
9.7.6. if the damage to the Shipment is discovered at the time of delivery of the Shipment or in the course of delivery, – an act signed by the Carrier and, if possible, the User, the Sender or the Recipient regarding the detected damage, missing or incorrect Shipment.
9.8. DoorToDoor reviews the claim of the User, the Sender or the Recipient and, if it considers that there are grounds for submitting the Claim to the Carrier, it shall immediately submit it to the relevant Carrier who has secured the specific Order for which the claim has been submitted within the deadlines set by the Carrier.
9.9. DoorToDoor has the right to request additional information and documents from the claimant in connection with the submitted claim, especially if such request has been made by the Carrier.
9.10. DoorToDoor responds to the claim after the claim has been reviewed and decided by the Carrier. DoorToDoor will in any case provide an interim or final response to the claim within 40 (forty) days from the date of receipt of the claim, subject to Clause 9.5. The User, the Sender or the Recipient is aware that the Carrier has the right to extend the term of review of claims for an indefinite period of time in case additional investigation is necessary.
9.11. In the event that the Carrier finds the claim for a lost or damaged Shipment to be justified after the inspection, the User is entitled to receive compensation from DoorToDoor in the amount of the fair market value or actual loss of the lost or damaged goods, not exceeding the amount specified in the Carrier's Additional Information. Compensation to the claimant (User, Shipper or Recipient) is paid upon and after receipt by DoorToDoor from the Carrier.
9.12. The User, the Recipient and the Sender shall not be compensated for indirect and accidental losses, including lost profits, nor shall compensation be paid for non-pecuniary damage.
9.13. After compensation for the damaged or lost Shipments to the claimant, the Shipment shall become the property of the Carrier, but in case of an insured shipment – to the insurance company, if provided for in the Special Conditions of the specific Carrier.
9.14. In cases specified by law, consumers who have used the services of the Portal have the right to turn to an out-of-court dispute resolution body to resolve the dispute. Information on out-of-court dispute mediators is available on http://www.ptac.gov.lv/lv/content/arpustiesas-pateretaju-stridu-risinataju-datubaze.
9.15. The User, the Recipient or the Sender and/or DoorToDoor may apply to the court of the Republic of Latvia to protect their interests. In any dispute resolution between the User, the Recipient or the Sender and DoorToDoor, the laws and regulations of the Republic of Latvia shall apply.
10. COMMUNICATION AND CONFIDENTIALITY
10.1. DoorToDoor respects the confidentiality of personal data, information about User Orders. All User data and other information entered by the User on the Portal for placing an Order is stored, used and transferred only in accordance with the Privacy Policy and applicable laws and regulations.
10.2. The User and DoorToDoor understand that in the course of the execution of the Order, information may be disclosed about the activities of the User, DoorToDoor or the Carrier, which the owner of the information considers to be confidential and belonging to him. A person to whom confidential information has become available undertakes to ensure its confidentiality and to use it only for the purpose for which it was provided.
10.3. The User and DoorToDoor undertake to make every effort to ensure that confidentiality rules are observed by employees, subcontractors and other persons who may have access to the User's or DoorToDoor's confidential information in the course of their duties.
10.4. DoorToDoor and the Carrier use the e-mail address specified in the User's Portal profile or Order form to communicate with the User. Information sent in this form is equivalent to information sent in writing. In the cases specified in the Carrier Terms and with the consent of the User, the information may be sent to the User by text message to the telephone number specified by the User.
10.5. The user uses the "Contact us" contact form on the Portal to communicate with DoorToDoor.
11. FORCE MAJEURE
11.1. The User and DoorToDoor shall be released from liability for non-performance if it has arisen as a result of force majeure beyond their control and which they could not have foreseen. Such circumstances include the following: natural disasters, natural disasters, riots, acts of war, insurrections, decisions and orders of governmental authorities that prohibit or make impossible the performance of the Services provided by DoorToDoor.
11.2. In case of force majeure circumstances lasting more than 1 (one) month, the User and DoorToDoor are entitled to withdraw from their obligations, the non-fulfilment of which has occurred due to force majeure circumstances, if the entitled person has duly and immediately notified the other of force majeure circumstances, accompanied by appropriate evidence of force majeure.
12. INTELLECTUAL PROPERTY RIGHTS
12.1. All property and non-property rights of the author to the Service Platform and Portal provided on the Portal, as well as all information published on the Portal, including the Terms, FAQs and Privacy Policy, belong to SIA “DOOR TO DOOR”, registration number 43603088149.
CONFIRMED BY SIA “DOOR TO DOOR” 15.02.2021.