Terms of Use

The following definitions shall apply throughout these Terms and Conditions:

• Shipment: Refers to all documents, parcels, and pallets transported under a waybill.
• Customer/User: Refers to the individual or individuals who select a carrier through City Sender.
• City Sender: Refers to the business operated by Ioannis Georgiou Karpoutzakis, VAT number 138979634, who operates the Citysender.gr platform for transport and logistics services provided by carriers.
• Citysender.gr: Refers to the online platform managed by City Sender for booking transport and logistics services.
• Prohibited items: Refers to all items that may not be shipped under these Terms and Conditions, the terms and conditions of the selected carrier, and applicable transport laws and regulations.
• Principal: Refers to the account holder who submits transport orders.
• Shipment/Item/Package: Refers to the shipment, including its contents.
• Transport service: Refers to the service provided by the carrier selected by the principal for the shipment.
• Excluded from insurance coverage: Refers to items that may be shipped but only at the sole risk and responsibility of the customer-principal.
• Business day: Refers to weekdays, excluding weekends, national holidays, and official public holidays in the countries of collection, transit, and delivery of the shipment.
• Weight: Refers to the actual weight of the shipment.
• Volume or volumetric weight: Refers to the calculated weight based on the volume of the shipment from length × width × height.
• Label/Waybill: The document stating the sender's and recipient's details, as well as additional information about the shipment.

Use of the CitySender.gr website and the related rights and obligations are governed by the terms and conditions described in these documents, as well as by any integral parts thereof, and apply to all content and individual pages of the site.

The website is provided by City Sender and is intended exclusively for legal or natural persons with full legal capacity who are authorised to enter into legally binding agreements under applicable law. Use of the website, its content, and its applications by minors (persons under 18 years of age) is strictly prohibited.

Accessing, browsing, or using the website and any of its services implies that the visitor/user has read, understood, and agreed to all terms of use. Therefore, the visitor/user should carefully review these terms before using the website and its services. If the visitor/user does not agree with the terms of use, they must refrain from using the content and services offered on the website.

City Sender reserves the right to amend the terms and conditions at any time without notice. The current version of the terms of use will be made available online, and continued use of the website or its services will be deemed acceptance of the amended terms. Users are therefore advised to review the terms of use regularly. The terms of use, as well as any changes thereto, are subject to national law, European Union law, and any relevant international conventions. If any provision is found to violate the aforementioned legal framework, it shall be void without affecting the validity of the remaining terms.

Likewise, if any term of use becomes partially or wholly invalid or unenforceable, the validity and/or enforceability of the remaining terms or parts thereof shall not be affected. Invalid and/or unenforceable terms shall be replaced by terms that closely approximate their meaning and purpose.

City Sender does not accept orders from unauthorised agents or resellers and reserves the right to cancel any order from such parties.

City Sender may approve individual merchants and resellers in accordance with internal policies and procedures. Each interested reseller must submit their application in writing to City Sender to initiate the licensing process.

City Sender is a company with VAT number 138979634 and registered office at 95 Plastira Avenue, 71201, Greece, and operates the Citysender.gr electronic booking system.

Citysender.gr is an online platform for booking transport services provided by carriers.

In its capacity as booking agent, City Sender enters into transport agreements on behalf of its customers, who authorise it to act in their name. Selection of the carrier is the sole responsibility of the customer, provided that all partner carriers comply with the required specifications for proper execution of the assigned service.

City Sender is not responsible for the selection of the carrier or for the execution of the transport. That responsibility rests exclusively with the selected carrier, who is responsible for collecting, transporting, and delivering shipments, as well as for any claim raised by the customer.

Upon the customer's request, City Sender will assign all claims and rights arising from transactions carried out in its name on the customer's behalf, including claims that by their nature (non-performance or defective performance of transport) are directed against the carrier. In such case, the customer shall independently pursue any claims against the carrier and shall be responsible for providing the necessary supporting documents.

It should be noted that any additional costs arising from additional requirements or changes requested by the customer shall be borne exclusively and entirely by the customer. City Sender reserves the right to seek reimbursement from the customer for expenses incurred on their behalf, even after completion of the transport service.

When placing an order on the online platform, the customer receives a shipment tracking number confirming that the order has been accepted and is being processed. Once a shipment has been successfully collected, as evidenced by the collection receipt or by the carrier's tracking record, it cannot be returned. However, the order may not be confirmed if the location is not accessible to the selected carrier or if collection has been scheduled on a national holiday or non-business day in the relevant country.

City Sender will send an order confirmation email once payment is received, indicating that the company will request a transport service from the contracted carrier in its name and on the customer's behalf. The customer will receive the shipment tracking number once it is issued by the selected carrier, enabling them to monitor the progress of the shipment.

Once City Sender submits the order details to the selected carrier and collection is successfully completed, the customer waives the right to cancel the agreement. However, if the customer wishes to cancel the order, this must be done before collection and must be requested via the website contact form (https://citysender.gr/contact?subject=general). Only the principal of the order may cancel the order.

In the event of order cancellation, the freight charge (consideration) will be credited to the customer's account for future orders or refunded to the original payment account if the "pay with credit" option is not available. The refunded amount will be available to the customer within fifteen (15) days of City Sender's acceptance notification.

The customer agrees not to hand over any shipment to the carrier if the order is cancelled and the carrier arrives at the collection address. Any costs arising in such cases shall be the customer's responsibility. City Sender reserves the right to charge the customer for any sudden change in pricing for the selected route, but must obtain the customer's authorisation before doing so. If the customer refuses to pay the additional charge, City Sender may offer a full refund and not proceed with the transport service.

City Sender offers a variety of transport services, including road, air, and sea freight, through selected carriers. When making a booking, the user may choose their preferred carrier service. Shipment details, including expected collection and delivery times as well as the protocol provided by each service, are made available to the user during the booking process. Acceptance of the protocol is deemed to occur upon completion of the order. It should be noted that each carrier has different weight and volume restrictions and different types of goods that may be accepted. If your shipment is accepted by the courier network, it may be subject to additional charges for excess weight or volume, or it may be returned to the sender. Weight and volume restrictions for each service can be viewed in the "Details" section when selecting the service. To ensure that the service cost is accurately reflected, it is essential that the data entered into the system is accurate and truthful. City Sender reserves the right to replace the carrier without the user's consent in the event of data exchange problems affecting the smooth execution of the order, such as delays in collection or delivery, cost changes without prior notice, or any other reason deemed necessary by City Sender.

Transport services are provided either directly by transport companies under contract with City Sender, through other carriers, or a combination of both, as determined by business needs. The companies responsible for collections and deliveries hold valid licences for transport operations.

The principal-sender agrees to all routing and deviations, including the possibility of routing the shipment through intermediate hubs or directing it to customs for inspection where required.

City Sender undertakes to execute the order using one of the following methods:

• Door to Door: A driver will collect the shipment from the designated collection location provided by the sender and deliver it to the designated recipient location (with at least one delivery attempt or in accordance with the applicable protocols).
• Point to Door: The sender must deliver the shipment to a nearby collection point partnered with City Sender, or to a nearby warehouse or depot of the carrier or the carrier's partner. The shipment will then be routed for delivery to the recipient's address, with at least one delivery attempt or in accordance with the specified protocols.

It should be noted that in certain remote areas of the world, collection or delivery may only be possible from a local depot. In such cases, partial refunds or transfer to another service will not be permitted. If you wish to confirm the availability of collection and delivery services in remote areas, please contact info@citysender.gr with the following details: postal code, area, and country of sender and recipient, as well as the desired carrier service.

If the customer chooses to deliver the shipment to a local depot despite selecting a Door-to-Door service, partial refund or transfer of the shipment to another service will not be possible.

If an instant quote is not available on the platform for a particular shipment due to its non-standard dimensions or requirements, the customer must submit a request for an individual quote. This can be done via the designated form on the website https://citysender.gr/contact?subject=general or by sending a written request to info@citysender.gr, including the following information:

• Number of pallets or packages to be shipped
• Exact dimensions (height, width, length) of the shipment
• Exact weight of the shipment
• Contents and value of the shipment
• Full collection and delivery addresses of the shipment
• Indication of any interest in purchasing additional insurance coverage

City Sender will promptly provide a quote and the necessary information. Please note that prices quoted by City Sender are based on stacked pallets by default. If the customer confirms a quote but presents non-stacked pallets for collection, the customer will be responsible for any additional charges imposed.

City Sender provides the following payment options to its customers when booking services through its website:

Payment by credit/debit card

Customers who choose this payment method must enter their credit card details before confirming the order. Payments are processed directly through the secure systems of Piraeus Bank and/or Viva Wallet. City Sender does not store credit card details, as all payment confirmations are processed directly by Piraeus Bank, Viva Wallet, and their banking partners.

It is the customer's responsibility to ensure that the selected credit card is active and has sufficient funds to cover the transaction. Any additional charges arising from rejection of the credit card shall be the sole responsibility of the customer.

Payment via payment link

Customers who choose this payment method will receive a payment notification at their registered email address from Viva Wallet, with the ability to complete the process at their convenience via the following payment methods: credit/debit card, IRIS, and Google Pay.

Payment by bank transfer

City Sender sends an informational email to the customer containing details of its bank accounts and the amount to be transferred. Orders will be confirmed only upon receipt of confirmation of a successful bank transfer for the total booking amount.

Customers will bear the cost of any bank charges arising during the transfer process. If the amount received by City Sender is less than the expected amount, the order will not be confirmed. City Sender is not obliged to notify the customer if the deposited amount is insufficient to confirm the order.

Customers have up to thirty (30) calendar days from the date of their booking to send an email to info@citysender.gr, attaching a copy of the successful bank transfer confirmation. This confirmation must be sent before the selected collection date. If it is not received by the selected collection date, a new collection date will be set only after receipt of the confirmation. It is the customer's sole responsibility to notify City Sender that the bank transfer has been completed. After receipt of this confirmation, City Sender will send the customer an email confirming payment of the order. If confirmation of a successful bank transfer is not received within thirty (30) days, the order will be cancelled and the customer will be notified.

Payment via user account balance

Our platform provides customers with the ability to pay for their transport services using the credit/debit balance available in their user profile. This payment method eliminates the need to enter payment details for each service booking through our website. When a customer selects this payment method, they will use the available credit in their account to complete their order. However, if the credit balance is insufficient, the customer may increase the balance in their account using a credit/debit card. If the customer chooses to add credit using a credit/debit card, the transaction will be confirmed and the credit will be available for use once the customer's bank account has sufficient funds. If there are insufficient funds, the order will be cancelled. Customers may add to their credit balance at any time. (This payment method is temporarily unavailable.)

Payment via User Credit

This payment method is intended exclusively for business customers who meet predefined criteria. Approval for this payment method is granted upon the customer's request and will be approved provided the necessary conditions are met. If approved, both parties must enter into an agreement governing the relationship between City Sender and the customer. The platform's terms and conditions apply unless otherwise specified in the agreement. City Sender reserves the right to suspend services, credit, or the customer's account without notice if its interests are affected or if the customer fails to comply with the platform's terms of use or the obligations set out in the agreement between them. (This payment method is available only to business customers subject to conditions.)

6.1 General

City Sender may, from time to time and at its sole commercial discretion, provide users with discount coupons (Coupons), promotional codes, credit rewards, loyalty rewards or other promotional benefits.

The provision of coupons is an optional commercial benefit offered by City Sender and does not create any permanent or contractual right for the user to receive future discounts or privileges.

City Sender may create, modify, replace, suspend or discontinue any coupon or rewards programme at any time, in accordance with its commercial policy and applicable law.

6.2 Coupon categories

City Sender may issue, for example:

• public coupons available to all users,
• private coupons assigned exclusively to a specific account,
• coupons rewarding user actions,
• loyalty programme coupons,
• referral coupons,
• customer service coupons,
• compensation coupons,
• limited-time promotional coupons,
• coupons made available through partners or advertising campaigns.

Each coupon may be governed by special terms of use, which prevail over this section, provided that they are communicated to the user before the coupon is used.

6.3 Personal nature

Unless expressly stated otherwise:

• coupons are personal,
• they are non-transferable,
• they may not be sold,
• they may not be assigned,
• they may not be exchanged,
• they may not be moved to another account,
• they may not be commercially exploited.

City Sender may request verification of details before accepting or applying any coupon.

6.4 Conditions of use

Each coupon may be subject, for example, to one or more of the following restrictions:

• a specific start date,
• a specific expiry date,
• a minimum order value,
• a maximum discount amount,
• a specific discount percentage,
• a specific fixed discount amount,
• restriction to specific services,
• restriction to specific carriers,
• restriction to specific countries or destinations,
• restriction to a specific type of shipment,
• restriction to specific categories of users,
• a maximum total number of uses,
• a maximum number of uses per account,
• a maximum total available budget (Budget).

The application of the above restrictions is determined exclusively by the settings of each coupon.

6.5 Combining coupons

Unless stated otherwise, only one coupon may be used per order.

Whether more than one coupon may be combined is determined exclusively by the settings of each coupon.

6.6 No cash exchange

Coupons:

• cannot be exchanged for cash,
• cannot be converted into credit balance,
• are non-refundable,
• are not a means of payment,
• do not create any monetary claim against City Sender.

If the value of the coupon exceeds the value of the order, the remaining balance is neither refunded nor carried over for future use, unless otherwise provided in the special terms of the relevant promotion.

6.7 Cancellation or non-completion of an order

If an order on which a coupon was used is:

• cancelled,
• rejected,
• not completed,
• not collected,
• returned,
• or not executed,

City Sender may, in accordance with the special terms of the coupon:

• reactivate the coupon,
• not reactivate the coupon,
• issue a new coupon,
• consider the coupon as permanently used.

6.8 Coupon abuse

City Sender reserves the right to cancel or revoke any coupon without prior notice where it is established, or there are reasonable indications, of:

• the creation of multiple accounts,
• the use of false details,
• the use of third-party details without authorisation,
• a breach of these Terms,
• abuse of referral programmes,
• self-referrals,
• the use of automated systems,
• commercial exploitation of coupons,
• resale of coupons,
• exchange of coupons for money,
• any other conduct that undermines the purpose of the rewards programme.

6.9 Security checks

To protect the platform and its users, City Sender may carry out checks regarding:

• multiple accounts,
• identical payment details,
• identical contact details,
• identical addresses,
• identical IP addresses,
• identical devices,
• repeated usage patterns,
• any other indication of abusive behaviour.

Where abusive use is established or suspected, City Sender may:

• cancel the coupon,
• cancel the discount,
• request additional verification of details,
• temporarily suspend the ability to use coupons,
• permanently exclude the user from rewards programmes.

6.10 Technical errors

In the event of a technical, accounting or information error affecting the creation, activation, pricing or application of a coupon or promotion, City Sender reserves the right to correct the error even after the order has been completed, where this is necessary to remedy the obvious error.

6.11 Coupon budget

Certain coupons may be subject to a total available budget.

Once the available budget has been exhausted, the coupon may be deactivated automatically, even before its scheduled expiry date.

6.12 Loyalty programme

City Sender may award coupons or other benefits to specific customers as part of a loyalty programme or commercial partnership.

These coupons:

• are awarded at City Sender's sole commercial discretion,
• may differ from customer to customer,
• do not create a right to equal treatment between users,
• may be revoked or modified at any time in accordance with these Terms.

6.13 Right not to apply a coupon or not to complete an order

City Sender reserves the right to refuse to apply a coupon or not to proceed with the completion of an order before the shipment is collected, solely where there are objective and reasonable grounds, such as, for example:

• established or reasonably suspected fraud,
• the use of false or misleading details,
• a breach of these Terms of Use,
• unauthorised use of an account,
• an obvious technical or accounting error that affected the price or the discount,
• incorrect activation of a coupon due to a technical problem,
• inability of a partner carrier to perform the service,
• an obligation to comply with applicable law or with a decision of a competent authority.

In such cases, where payment has already been made and the order is not executed, City Sender will refund the amount paid or make another lawful and reasonable arrangement, in accordance with applicable law.

6.14 Final decision

City Sender reserves the right to make the final decision, after assessing the actual circumstances and in accordance with applicable law, regarding:

• the validity of coupons,
• the application of discounts,
• users' participation in promotions,
• the existence of abusive use,
• the revocation or cancellation of coupons,
• whether or not a user continues to participate in a rewards programme.

The above rights are always exercised in good faith, with a view to protecting City Sender, its partner carriers and the other users of the platform, and to ensuring the proper operation of the promotional and rewards programmes.

7.1 General Provisions

City Sender may operate a customer rewards programme called CityPoints (hereinafter the "CityPoints Programme"), with the aim of rewarding users who carry out transactions through the platform.

Participation in the CityPoints Programme is optional and is governed by these Terms of Use, as well as by the more specific rules published by City Sender from time to time.

Participation in the programme constitutes full and unconditional acceptance of these terms.

7.2 Legal nature of CityPoints

CityPoints are reward units used exclusively within the framework of the CityPoints Programme.

CityPoints:

• are not money,
• are not electronic money,
• are not a bank deposit,
• are not a means of payment,
• are not a financial product,
• are not an asset of the user,
• are not an investment,
• do not create any property or contractual right against City Sender.

The display of a CityPoints balance in a user's account is solely an indication of participation in the rewards programme and not a monetary claim against City Sender.

7.3 Participation in the programme

Users who hold an active account on the City Sender platform are eligible to participate in the programme.

City Sender may exclude from the programme users who:

• breach these Terms of Use,
• use false details,
• engage in abusive or fraudulent actions,
• breach the company's commercial policy,
• attempt to tamper with the way the programme operates.

Participation in the programme may be suspended or terminated at any time in accordance with these terms.

7.4 Earning CityPoints

City Sender may award CityPoints, for example, for:

• completed and paid shipments,
• Welcome Bonus,
• loyalty programmes,
• promotions,
• referral programmes,
• special commercial partnerships,
• marketing activities,
• compensation or acts of commercial goodwill,
• any other activity decided by City Sender.

CityPoints are awarded only after the transaction has been successfully completed and provided that the conditions of the relevant programme are met.

City Sender reserves the right not to award CityPoints if the transaction is cancelled, refunded or found not to meet the participation conditions.

7.5 Calculation of CityPoints

The number of CityPoints awarded for each eligible transaction is determined exclusively by City Sender's commercial policy in force at the time.

The number of CityPoints awarded each time is shown to the user during the transaction process and/or in their account history.

7.6 Transactions that do not earn CityPoints

CityPoints are not awarded, for example:

• for amounts paid with CityPoints,
• for amounts covered by coupons or other discounts,
• for amounts refunded to the customer,
• for cancelled shipments,
• for incomplete shipments,
• for transactions cancelled by the user,
• for transactions cancelled due to a breach of the Terms of Use,
• for transactions deemed abusive,
• in any other case provided for by City Sender's commercial policy.

For the avoidance of doubt, CityPoints are awarded only on the amount actually paid by the user.

7.7 Welcome Bonus

City Sender may, at its sole commercial discretion, award Welcome Bonus CityPoints to new users upon account creation.

As at the date of publication of these terms, the Welcome Bonus amounts to:

2,000 CityPoints

City Sender reserves the right to change the amount of the Welcome Bonus or to discontinue it at any time without prior notice.

The Welcome Bonus:

• is awarded only once (1) per account,
• is non-transferable,
• cannot be exchanged for money,
• cannot be redeemed on its own,
• counts towards the user's total CityPoints balance.

City Sender may revoke the Welcome Bonus at any time if it is found to have been obtained in breach of these Terms.

7.8 Value of CityPoints

The redemption value of CityPoints is determined exclusively by City Sender's commercial policy in force at the time and is shown to the user at the time of redemption.

City Sender may change at any time the conversion rate of CityPoints into a discount, with effect for future redemptions.

7.9 Minimum redemption threshold

Redemption is permitted only when the user has at least 5,000 CityPoints.

If the available balance is less than 5,000 CityPoints, the redemption option is not available.

City Sender may change the minimum redemption threshold in accordance with its commercial policy.

7.10 Maximum redemption per shipment

CityPoints may be used to cover part of the value of a shipment.

As at the date of publication of these terms, the maximum permitted redemption is:

up to fifty per cent (50%) of the total shipping cost of the specific shipment.

Example:

Shipping cost: €10

Maximum redemption: €5

Even if the user has a larger CityPoints balance, they cannot use an amount greater than the permitted limit.

City Sender reserves the right to change the maximum redemption percentage at any time.

7.11 Cashback

The CityPoints Programme operates as a rewards programme (cashback) on the shipping costs paid by the user.

City Sender may change the reward rate at any time without prior notice, with effect for future transactions.

7.12 Validity of CityPoints

As at the date of publication of these terms, CityPoints have no expiry date.

City Sender reserves the right to introduce in the future an expiry policy (Expiration Policy) for CityPoints earned after the new policy comes into force.

Any change to the expiry policy will be communicated through the platform or by other appropriate means before it takes effect.

7.13 Use of CityPoints

CityPoints may be used exclusively to obtain a discount on future orders placed through the City Sender platform.

CityPoints:

• cannot be used outside the platform,
• cannot be exchanged for cash,
• cannot be withdrawn,
• cannot be used as an independent means of payment,
• are non-refundable after successful redemption.

The use of CityPoints is always subject to the restrictions and conditions applicable at the time of the transaction.

7.14 Personal nature of CityPoints

CityPoints are a personal benefit of the Rewards Programme and are linked exclusively to the user account to which they were awarded.

Unless City Sender expressly announces otherwise, CityPoints:

• are non-transferable,
• may not be sold,
• may not be gifted,
• may not be assigned,
• may not be exchanged,
• may not be moved to another account,
• are not subject to inheritance,
• may not be subject to seizure or any other legal act.

7.15 Prohibition of commercial exploitation

Any commercial exploitation of CityPoints is expressly prohibited.

In particular, the following are prohibited:

• selling CityPoints,
• buying CityPoints,
• exchanging CityPoints for money,
• exchanging CityPoints for goods or services,
• transferring CityPoints between users,
• publishing advertisements to buy or sell CityPoints,
• using CityPoints for any purpose other than that provided for in these Terms.

City Sender may immediately cancel all CityPoints associated with such actions.

7.16 Abuse of the CityPoints Programme

City Sender reserves the right to monitor the lawful operation of the CityPoints Programme and to take any measure necessary to protect it.

The following are considered abusive use, for example:

• creating accounts in order to obtain a Welcome Bonus,
• creating multiple accounts in order to increase CityPoints,
• using false or inaccurate details,
• creating fictitious transactions,
• artificially creating shipments without a genuine economic purpose,
• using automated systems (bots or scripts),
• abusing promotions,
• abusing referral programmes,
• tampering with the normal operation of the programme,
• any other conduct contrary to the purpose of the CityPoints Programme.

7.17 Security checks

To protect the CityPoints Programme, City Sender may carry out technical, accounting and operational checks.

These checks may concern, for example:

• account details,
• transaction history,
• payment details,
• contact details,
• shipping addresses,
• collection addresses,
• IP addresses,
• device details,
• platform usage patterns,
• any other information necessary to establish abusive behaviour.

The checks are carried out solely for reasons of security, fraud prevention and protection of the proper operation of the Programme.

7.18 CityPoints corrections

City Sender reserves the right to correct the CityPoints balance of an account at any time where it is found that CityPoints have been credited or deducted in error.

For example, it may:

• deduct CityPoints credited in error,
• restore the correct balance,
• cancel incorrect redemptions,
• correct technical or accounting errors.

Such corrections do not give rise to any right to compensation or any financial claim by the user.

7.19 Cancellation of CityPoints

City Sender may cancel some or all of a user's CityPoints when:

• a transaction is cancelled,
• an amount is refunded,
• a transaction is reversed,
• abuse is established,
• a technical or accounting error is established,
• these Terms are breached.

Where the CityPoints have already been redeemed, City Sender may offset the corresponding value against future transactions or deduct an equivalent number of CityPoints from the user's available balance.

7.20 Suspension or discontinuation of the Programme

City Sender reserves the right to:

• modify the CityPoints Programme,
• temporarily suspend its operation,
• replace the programme with a new rewards programme,
• permanently terminate the programme.

In the event of permanent discontinuation, City Sender may set a reasonable deadline for redeeming the available CityPoints or apply another commercial policy in accordance with applicable law.

7.21 Account closure

In the event of:

• deletion of the account by the user,
• permanent deletion of the account by City Sender,
• breach of these Terms,
• established fraud,
• abusive use of the Programme,

all available CityPoints are automatically deleted without any obligation to provide compensation or monetary reimbursement.

7.22 Limitation of liability

City Sender makes every reasonable effort to ensure the proper operation of the CityPoints Programme.

However, it is not liable for:

• temporary inability to access the programme,
• technical malfunctions,
• interruptions of information systems,
• delays in updating the CityPoints balance,
• force majeure events,
• events beyond its reasonable control.

7.23 Amendment of the Programme terms

City Sender reserves the right to amend at any time:

• the rules for earning CityPoints,
• the redemption rules,
• the reward rate,
• the minimum redemption threshold,
• the maximum redemption per order,
• the conversion rate of CityPoints into a discount,
• the special terms of participation in the programme,

with effect for future transactions.

Amendments are published on the platform and take effect from the date set by City Sender.

7.24 Final decision

City Sender reserves the right to make the final decision, after assessing the actual circumstances and in accordance with applicable law, regarding:

• the award of CityPoints,
• the deduction of CityPoints,
• the correction of balances,
• the validity of redemptions,
• a user's participation in the CityPoints Programme,
• the existence of abusive behaviour,
• the application of these terms.

The above rights are always exercised in good faith, in accordance with applicable law and solely to protect City Sender, its partner carriers, the users of the platform and the proper operation of the CityPoints Programme.

As a customer, it is important that you take responsibility for providing complete and accurate information regarding the collection and delivery address, as well as any additional information that may be required to ensure successful delivery of your order. The address must be within the limit specified during the booking process and must not be included in the comments field. Please note that providing insufficient information may lead to problems during the delivery process. In addition, the delivery location must be easily accessible and must allow the carrier's truck to park within 15–25 metres of the delivery point. Door-to-door service includes delivery only to the main entrance of the building and does not include delivery to upper floors.

By providing the collection and delivery address during the booking process, you warrant that it is a standard, publicly known address regularly used for receiving shipments. Simply providing a general address, such as an area or landmark, is not sufficient. If the address is new, you confirm that it is known to your selected carrier and has been used for receiving shipments in the past.

If the collection or delivery address of your shipment is in a remote or inaccessible area or an island destination, you are required to contact City Sender in advance to confirm the possibility of collection or delivery at that specific address. There may be special conditions or delays in certain areas. If delivery service is not provided at the specified address and you have not contacted City Sender in advance for confirmation, no refund will be issued for the booking.

Before collection of the shipment, you have sole responsibility for removing all old waybills or labels from your suitcases or pallets in order to avoid any confusion during transport.

In addition, you are responsible for ensuring that your waybill is correctly placed on the correct shipment, even if your carrier serves you and prints the waybill. We also recommend obtaining proof from the driver confirming that the shipment was received by the correct carrier on the specified date and time. In the event of any problem, please note that the carrier is not obliged to consider complaints or claims without relevant proof establishing their liability for the shipment.

The following provisions apply to booking and delivery of shipments through City Sender:

• During the booking process, the principal-customer must provide a local telephone number in the country of collection and delivery at which someone will be available at the time of collection and delivery. However, the driver of the selected carrier is not obliged to contact the customer or any contact telephone number. If the driver chooses to do so, they will contact only local telephone numbers. Please ensure that you provide correct contact details from the outset of your order. The services provided on the City Sender website do not include calling the customer before collection and delivery, but the customer's telephone number may be used to clarify collection and delivery terms or for additional information in certain countries.
• On the collection and delivery date, the recipient must be present at the specified address during the hours specified in the City Sender or carrier system. The driver of the selected carrier will attempt to collect or deliver at the stated address. Shipments cannot be delivered to post office boxes. If no one is available at the specified address, the driver will leave and may place a notice on the door or at another visible location. The customer must notify City Sender immediately in the event of failed collection or delivery so that City Sender may request a new attempt where possible. If collection or delivery is unsuccessful on the scheduled day for reasons not attributable to the selected carrier, the customer may be charged additional fees for a new collection or delivery request or may need to collect from a nearby depot.
• Shipments will be delivered to the recipient address provided by the customer, but not necessarily directly to the named recipient. The recipient may be notified of an upcoming delivery or a failed delivery attempt. Alternative delivery options may be offered to the recipient, such as delivery the next day, no signature required, redirection, or collection from the nearest service point. Additional charges may apply for changes to the delivery address. The selected carrier may deliver the shipment to an alternative address (delivery point, neighbouring address). If the shipment is not collected from the collection point within the predetermined number of days specified for each service after the first delivery attempt, or if the shipment is improperly packaged, damaged, oversized, or overweight, the selected carrier may return the shipment to the sender's address at the customer's expense.
• The carrier may refuse collection if the service cannot be performed for reasons beyond their control, such as remote areas or sanctions imposed on the country of collection (embargo).
• City Sender does not guarantee transport and delivery of a shipment to an address other than that originally specified by the customer when booking transport services through the City Sender website. City Sender may notify the carrier of changes to the delivery address only upon request. Neither City Sender nor the carrier shall be held liable if the shipment is not delivered to the address provided on the shipping waybill. If the carrier accepts the address change, an additional charge will likely apply to the customer.
• If the shipment is deemed unacceptable or undervalued by customs services, the carrier will make reasonable efforts to return the shipment to the sender. The cost of returning a shipment is borne by the customer. If such efforts fail, the shipment may be released, rejected, abandoned, or sold without any obligation to the customer.
• In the case of a shipment containing prohibited items or a shipment whose return is prohibited by any law, the carrier reserves the right to destroy it.

Under these Terms and Conditions, delivery shall be deemed successful in the following cases:

• Upon receipt of the shipment by any person at the specified delivery address, whether by digital or handwritten signature, including neighbours or other persons present at the location.
• Upon delivery to an alternative address.
• Upon delivery to a carrier's warehouse near the original delivery address, after the prescribed delivery attempts at the predetermined address.
• Once the carrier leaves a delivery notice with the designated delivery contact or as reflected in the shipment tracking system.
• Upon delivery to a person at the intended address even if that person falsely impersonates the recipient.
• Upon return of the shipment to the origin address either due to prolonged storage of the shipment at the carrier's warehouse or due to improper packaging or damage to the shipment. Returns of shipments may incur additional charges/costs to the customer.

It should be noted that exceptions to the above delivery conditions may apply in certain areas, in accordance with the standard practices of local carriers. Upon successful delivery of the shipment, City Sender and the selected carrier are released from all transport liability.

All parcel transport orders placed through the City Sender website include minimum insurance coverage, the amount of which is determined during the order process when selecting the service in the carrier's ''Details'' section. The premium for this coverage is included in the base price of the shipment. If the amount of automatic insurance does not satisfy the customer, additional insurance coverage is recommended at an extra charge. The shipment will be insured for the amount declared during the order process, which may not exceed EUR 20,000 per shipment. It should be noted that City Sender does not act as an insurance company. Insurance packages are not provided by City Sender but directly by carriers or insurance companies under contract with carriers or City Sender. This minimum coverage is activated when your selected carrier collects the shipment, as confirmed through their electronic systems. Before carrier collection, it will not apply.

City Sender's liability for any shipment transported by air (including ancillary road transport or stops en route) is subject to the Montreal Convention or the Warsaw Convention, whichever applies, or, in the absence of such Convention, the lesser of (i) current market value or declared value or (ii) 22 Special Drawing Rights per kilogram. For shipments transported exclusively by road, the carrier's liability shall be limited by the Convention on the Contract for the International Carriage of Goods by Road (CMR) to the lower of either (i) current market value or declared value or (ii) 8.33 Special Drawing Rights per kilogram. These limitations also apply to national road transport, unless a mandatory or lower liability limit is imposed by the relevant national transport legislation.

If the sender considers these limits unsatisfactory, they may declare the value of the shipment and request additional insurance coverage at extra cost, or choose to secure insurance coverage independently. City Sender's liability is strictly limited to direct loss and damage and is limited to the per kilogram/pound limits described above. Any other type of loss or damage is excluded (including, indicatively, loss of profits, revenue, interest, or future transactions), regardless of whether the risk of such loss or damage was communicated to City Sender.

In the event of loss of or damage to a shipment, City Sender provides customer support for submitting a complaint to the selected carrier. In the event of non-performance or defective performance of transport services, the customer must submit all necessary documents within 20 days of delivery. City Sender will submit a compensation request to the carrier and, if reviewed and approved, will compensate the customer. The customer must provide all necessary documents and evidence that may be required by the carrier or insurance company to assess the claim. The final decision on acceptance of insurance coverage is taken exclusively by the carrier or insurance company.

A compensation claim cannot be made in the case of damage to packaging (e.g. cardboard boxes, suitcases, wooden crates, etc.) — only to the contents of the shipment. In addition, insurance coverage does not apply to the contents of the shipment in the following cases:

• Improper packaging,
• Non-compliant shipment,
• Transport of prohibited items,
• Transport of electronic devices (such as televisions, mobile phones, computers, and other electronic equipment) without original packaging,
• Transport of used electronic devices,
• Glass or porcelain items and mirrors,
• Tables without a wooden crate,
• Magnetic or electrical damage or erasure of electronic or photographic files, images, or data,
• Shipments for which delivery is deemed effective in accordance with Section 8 (Collection and Delivery) of these Terms and Conditions,
• Custom orders of clothing and footwear or shipments of branded luxury products,
• Transport of musical instruments that are not adequately protected according to their sensitivity. Minimum packaging is a hard case or similar packaging with appropriate internal protection,
• Damage arising from terrorist acts or natural disasters,
• Lack of evidence from the customer (photographs or documents) proving that the parcel was in excellent condition before collection,
• Claims not supported by evidence of the actual value of the damaged or lost item. Evidence of value consists only of the original invoice/purchase receipt. (VAT and interest will be deducted from the final value of the item.),
• Breach of these Terms and Conditions by the user in any manner.

In addition to the list of prohibited items in Section 15, no insurance policy will be accepted, unless expressly confirmed by the carrier or insurance company, for the following items:

• Flowers and other plants,
• Tobacco and alcohol,
• High-value items,
• Items of sentimental value,
• Fragile items such as glass and porcelain,
• Jewellery, gold, and other precious or semi-precious stones and metals,
• Antiques, icons, and works of art.

Under City Sender's terms and conditions, the driver of the selected carrier reserves the right to refuse shipments that are manifestly unsuitable for transport (e.g. excessive weight, excessive size, insufficient packaging). However, the driver is not obliged to inspect the packaging or contents of the shipment to confirm their suitability. The driver may accept the shipment regardless of any perceived non-compliance with these terms and conditions or the presence of prohibited items.

It is noted that City Sender, or the selected transport company, is not obliged to verify any customer declarations or indications made in relation to an order placed through the City Sender online platform. Even if the customer has indicated that the items to be shipped do not meet the requirements, the order may still be processed and forwarded to the carrier for transport. Any additional cost arising from improper packaging or the presence of prohibited items shall be borne exclusively by the customer. In addition, any additional insurance coverage purchased will not apply to such items.

City Sender shall not be liable for any damage, loss, failure, delay, or expense arising in connection with transport services provided through the City Sender platform. City Sender is also not liable for any loss of profits arising from the aforementioned issues.

For shipments subject to customs inspection, the following shall apply:

10.1 City Sender or its authorised partners may complete any necessary documentation, amend product or service codes, and prepay any duties, taxes, or other regulatory fees as required by applicable laws and regulations on behalf of the sender or recipient.

10.2 City Sender may act as agent of the sender or recipient or engage a customs broker for export-import control and customs clearance purposes. The sender or recipient shall provide any additional authorisations required by applicable legislation for clearance of a shipment by the courier company responsible for the transport.

In cases where the selected route of the shipment includes a country that, at the time of the order, is not a member of the EU, the customer acknowledges and agrees to the following:

The sender-principal is responsible for providing the original or a copy of the commercial invoice or any other document requested by the customs authorities and/or the carrier. If additional documents are required by customs for completion of import/export clearance, it is the sole responsibility of the sender-principal to provide those documents and to bear any costs arising therefrom. For non-commercial shipments, the waybill may be recognised as proof of value by customs services. For certificates, documents, advertising leaflets, magazines, handwritten notes, etc., originals are usually not requested — commercial invoices or customs documents are required.

It should be noted that the original or copy of the initial commercial invoice must not include VAT in the price breakdown.

The carrier has the ability and right to refuse collection or to return the shipment to the sender, with additional costs for which the principal-customer is solely responsible, if the necessary documentation is not provided or regulations are not met.

The sender declares and warrants that all information and declarations relating to the import and export of the shipment are true and accurate and acknowledges that false or fraudulent declarations regarding the shipment or its contents may lead to legal action and/or criminal prosecution, including seizure or sale of the shipment.

If we provide voluntary assistance to the customer in completing required customs and other formalities, such assistance is provided solely at the customer's risk. The Customer agrees that any charges relating to their shipments and arising from the information provided (e.g. declaration of fewer kilograms, incorrect address, etc.) shall be borne by them and City Sender shall bear no liability. Any administrative costs, customs duties, taxes (including, indicatively, VAT), penalties, storage costs, or other expenses arising from actions of customs or other public authorities, or from the sender's or recipient's failure to provide appropriate documents, shall be borne by the principal, sender, or recipient of the shipment. If charges are billed to the recipient and they refuse to pay them, the customer agrees to settle them in full. The sender confirms that the contents of the shipment are not prohibited by IATA, ICAO, IMDG, or ADR and do not constitute restricted items. If the contents are restricted, the customer must inform the carrier before collection.

The carrier also reserves the right to refuse any other item that cannot be transported safely or lawfully.

The carrier will make reasonable efforts to expedite all customs clearance formalities for the shipment, but is not responsible for any delays, losses, or damage caused by interference from customs or other public authorities.

Payment of customs duties and other charges in the country of delivery may be requested from the recipient before completion of delivery. The principal-sender agrees to all routing and deviations, including the possibility that the shipment may be transported through intermediate hubs or directed to customs for inspection without notice.

The collection and delivery times stated on the website are approximate and not guaranteed. The customer must accept that external factors may affect collection or delivery of their shipment. It is the customer's responsibility to monitor the progress of their shipment and to inform City Sender immediately in the event of any unusual information or progress. Nevertheless, City Sender and the carriers will make every effort to meet the estimated times.

With regard to customs procedures applied in various countries, the carrier selected by the customer makes every possible effort to ensure timely delivery of shipments. Therefore, the customer must understand and accept that their shipment may be delayed due to customs procedures either by the carrier or by customs authorities. In addition, City Sender reserves the right to require reimbursement of expenses arising from customs procedures that it covers on the customer's behalf. Therefore, City Sender is not liable for any damage and is not obliged to compensate any expenses arising from events covered by the company's Terms and Conditions.

The customer acknowledges the obligation to provide the carrier with the exact number of items, with exact dimensions and weight, and to ensure that all items comply with size and weight restrictions. City Sender shipping costs are calculated based on the greater of actual or volumetric weight per piece, and any piece may be subject to verification by weighing and re-measurement by the carrier performing the transport. If the customer chooses to send a greater quantity of items than initially stated in the order, or if the shipment exceeds size or weight restrictions, any additional costs shall be borne exclusively by the customer. City Sender reserves the right to seek reimbursement for expenses incurred on the customer's behalf, even if those expenses are invoiced by the carrier after completion of the transport services.

If the number of items, weight, or size of the shipment exceeds that declared by the customer when booking transport services through City Sender, and by accepting these Terms and Conditions the customer agrees that City Sender may:

If City Sender is unable to automatically apply additional charges to the user account used for the booking, the customer will be notified in writing and required to pay the additional amount within three (3) days. This notification shall be deemed enforceable without requiring court action. If payment is not received within the three-day period, City Sender and the carrier may redirect the shipment to a secure storage location and the customer will be responsible for covering the costs of either redirection and re-shipment from the warehouse or enforcement collection.

If the shipment is held for processing due to outstanding debts and the customer wishes to recover the shipment, recovery will be at their own expense and the customer will not be entitled to a refund.

In such a case, the carrier may also choose to refuse transport and waive the contractual penalty.

If the customer wishes to send more items than initially indicated in the order, they must notify City Sender immediately and in any event before collection. City Sender reserves the right to request amendment of waybills, cancel the shipment, or cancel and reissue the booking in order to ensure smooth processing of the transport. This may result in delays in collection and delivery of the items, for which City Sender or its carriers assume no responsibility.

In addition, the carrier has the right to reject the shipment or refuse to accept it, depending on the size or weight of the items.

The customer agrees that it is essential to pack the products to be transported properly in order to ensure their safe delivery. The customer is responsible for properly packaging their products, externally and internally, taking into account weight, contents, and transport and handling requirements at the carrier's or partners' logistics centres.

If the products are not properly packed, the customer is solely responsible for any damage or loss sustained during transport and is not entitled to any form of insurance compensation or refund. In addition, the carrier may refuse to accept the shipment or return it if they deem the packaging insufficient and posing a risk to other shipments in transit.

Please note that carriers partnering with City Sender are not specialised in handling parcels bearing labels such as "fragile" or "handle with care". Furthermore, this warning does not release the customer from their responsibility to pack their products properly. Carriers also reserve the right to open and inspect any parcel at any time for security, customs, or regulatory purposes, without prior notice to the sender.

14.1 General

In addition to the shipping cost shown at the time of booking, a shipment may be subject to:

• additional charges imposed by partner carriers due to the particular characteristics of the shipment, which are passed on to the customer,
• additional services selected by the customer at the time of booking,
• carrier services provided after the initial payment, during the course of the shipment.

As at the date of publication of these terms, additional charges relate to the outer packaging of the shipment. City Sender may add new categories of additional charges or services, which will be published in this section.

14.2 Outer packaging charge

During the booking process, the customer declares the type of outer packaging for each envelope, parcel or pallet. Standard packaging incurs no charge. Non-standard packaging requires special handling by the carrier and incurs an additional charge.

The outer packaging charge is applied once per piece (envelope, parcel or pallet), even if the piece has more than one characteristic that incurs a charge.

14.3 Envelope

No additional charge:

• Paper envelope: well sealed, without stretch film or bubble wrap on the outside, without a cylindrical or irregular shape and without excessive tape.
• Courier flyer bag: a special plastic shipping bag, under the same conditions.
• Paper box: a small cardboard box, well sealed, without external elements.

Additional charge of €23.39 plus VAT per envelope:

• Bubble wrap: envelope wrapped in bubble wrap.
• Excessive tape / stretch film / plastic.
• Hard plastic packaging (e.g. folders, plastic cases).
• Polystyrene or foam material.
• Cylindrical shape (rolls, tubes).
• Metal box.
• Wooden structure or packaging.

14.4 Parcel (package)

No additional charge:

• Cardboard box: a standard cardboard box, well sealed, without stretch film or bubble wrap on the outside, without wheels or handles, without a cylindrical or irregular shape, and not loosely tied or covered in excessive tape.

Additional charge of €23.39 plus VAT per parcel:

• Bubble wrap, without an outer cardboard box.
• Excessive tape / stretch film / plastic, even if there is a cardboard box inside.
• Hard plastic packaging (e.g. toolboxes, musical instrument cases), even if there is a cardboard box inside.
• Polystyrene or foam material, even if there is a cardboard box inside.
• Metal box or metal suitcase, even if there is a cardboard box inside.
• Wooden structure or packaging.
• Bag or suitcase with external handles.
• Parcel with wheels.
• Loosely tied parcel (with straps or rope).
• Cylindrical parcel (rolls, tubes).
• Container or drum (plastic or metal).
• Tyres without a box.
• Inadequate packaging: parcel without sufficient protection or proper packaging.

14.5 Pallet

No additional charge:

• Stackable load: a load that can be safely placed one on top of another during transport or storage, without damage to itself or to other goods.

Additional charge of €350.00 plus VAT per pallet:

• Non-stackable or fragile load: a pallet that cannot be stacked due to its packaging, contents or shape, or that bears instructions such as "Fragile".
• Irregular / asymmetric pallet: a load without a uniform height or a regular cubic shape, or with protrusions, that cannot be safely stacked or handled by automated systems.

14.6 Obligation to declare correctly

The customer must accurately declare the type of outer packaging of each piece. By selecting standard packaging, the customer confirms that the shipment has none of the characteristics that incur an additional charge.

14.7 Detection by the carrier after collection

If the type of packaging is not declared or is declared incorrectly, and the carrier finds during collection, sorting or transport that the shipment falls into a category with an additional charge, that charge is applied retrospectively.

In this case, City Sender informs the customer of the additional charge and the reason for it, and sends a payment link for its settlement. The customer accepts that they must pay the additional charge, even after the order has been completed.

14.8 Carrier services during the shipment

After the booking has been completed and the initial payment made, additional services may be provided by the carrier during the course of the shipment. These services are provided either at the request of the customer or the recipient, or when they become necessary to complete or manage the shipment. For example:

• change of delivery address,
• holding or storage of the shipment,
• return of the shipment to the sender.

These services are charged according to the charges of the relevant carrier and are passed on to the customer, even when requested by the recipient. City Sender informs the customer of the service provided and the related charge, and sends a payment link for its settlement. The customer accepts that they must pay these charges, even after the order has been completed.

14.9 Additional services at the time of booking

The customer may select the following additional services at the time of booking:

Customs declaration: A service for preparing the customs declaration for shipments subject to customs procedures. The charge for this service varies by carrier and is shown to the customer at the time of booking.

Safe transport of olive oil in a wooden crate: A special packaging and protection service during transport, for shipping olive oil of up to 17 litres, in a wooden crate measuring 40×40×30 cm and weighing 4 kg. The service is provided exclusively as a service ancillary to the transport and only together with a shipment booked through the platform. It does not constitute a sale of goods. The wooden crate is used solely for the safe transport of the specific shipment. Service charge: €13.30 plus VAT per wooden crate.

14.10 Charge amounts and VAT

The amounts of the additional charges and services in this section are stated excluding VAT, which is added at the applicable rate. The amounts apply as at the date of publication of these terms and may be adjusted in line with carriers' charges. In all cases, the amount shown on the platform at the time of booking applies.

Under the applicable Terms and Conditions, the customer acknowledges and agrees to the list of items prohibited for transport and simultaneously confirms that they will not ship any prohibited item, in accordance with the terms and conditions of the selected carrier and the legislation of the country where the collection or delivery address is located.

Examples of prohibited items include, but are not limited to:

• Animals and products of animal origin
• Dangerous and explosive materials (liquids, solids, and gases)
• Radioactive materials
• Weapons and ammunition
• Antiques
• Narcotics, including cannabis and its derivatives
• Poisons
• Precious stones and metals
• Jewellery (that is not insured)
• Cash
• Documents or items that cannot be reproduced (e.g. correspondence, films, videos of personal value, stamps, lottery tickets)
• Dangerous substances and items
• Human remains and urns
• Illegal items
• Medical samples
• Items requiring a temperature-controlled environment
• Pornography
• Non-prescription medicines
• Aerosols
• Items that may cause damage to other shipments during transport
• Tobacco products and alcohol are subject to special restrictions by country
• Stolen items or goods not in free circulation under EU legislation or any other relevant country
• Counterfeit products
• Substances requiring special transport licences, special handling, or special documentation
• For air transport: All shipments containing lithium-ion and lithium-metal batteries and items prohibited by Regulation (EC) No 300/2008 of 11 March 2008 and its implementing rules, as amended
• Shipments subject to the European Agreement concerning the International Carriage of Dangerous Goods by Road (ADR)
• Dangerous goods, prohibited or restricted items under the International Air Transport Association (IATA), the International Civil Aviation Organization (ICAO), or any other relevant organisations (referred to as "Dangerous goods").

The selected carrier reserves the right to refuse to execute any shipment containing dangerous or harmful items, or items that may harbour or attract parasites, or adversely affect other goods. If such shipments are handed over to the carrier, the company reserves the right to intervene and undertake removal or processing of the shipment at the customer's expense. In such case, the customer bears responsibility for any damage arising from the shipment and indemnifies the selected carrier and/or City Sender for any penalties, claims, damage, costs, and expenses arising from the shipment. The company or any person having custody of the shipment has the right to handle the shipment in any manner deemed appropriate at any time.

16.1 Service liability

City Sender is responsible as operator of the online platform for booking transport services, but is not responsible for any loss of or damage to the shipment or its contents. In addition, City Sender works exclusively with reliable carriers and therefore damage or loss is rare.

Carriers are responsible for collecting, transporting, and delivering shipments for which a booking has been made through the City Sender platform. To avoid damage, customers should be aware that despite carriers' protective measures, packaging, cases, or pallets are handled mechanically during unloading, sorting, and loading. Proper packaging is the customer's responsibility.

16.2 Complaints procedure

City Sender acts as booking agent and does not act as a carrier of goods, managing the electronic platform for booking transport services. City Sender is responsible solely and exclusively for the proper operation of the platform, not for execution of the transport.

If a customer has a complaint regarding City Sender's courier services, the customer must initiate a complaints procedure by providing written notice to City Sender. This may be done by sending an email to info@citysender.gr or via the complaints form (https://citysender.gr/contact?subject=complaint), attaching the following:

• A detailed description of the complaint,
• The name or names of the City Sender representative or representatives with whom the customer had contact, if applicable,
• A copy of the order confirmation email, and
• A copy of all email messages exchanged between the customer and the City Sender team.

Incomplete notice or failure to attach the necessary documents may result in the complaints procedure not being initiated.

Upon receipt of a properly submitted complaint, City Sender will forward the matter to the claims department for assessment. The claims department will respond to the customer's request/complaint within 30 days of receipt of the complaint.

In the event of loss of a package, suitcase, or pallet, City Sender will provide support to the customer when submitting a complaint to the selected carrier.

However, in the event of damage to the shipment, the condition must be reported to the driver of the selected carrier by the person responsible for receiving the shipment. Any visible damage to the shipment must be reported at the time of delivery by completing a damage report with the driver or by signing "received with reservations" on the delivery receipt. Otherwise, the selected carrier or insurance company may reject any compensation claim.

To submit a damage or loss claim with the selected carrier, City Sender must receive the following information at info@citysender.gr

If a shipment is not delivered within five (5) days of the expected delivery date, the customer must immediately notify City Sender in writing by sending an email to info@citysender.gr, including:

• A list of the contents of the shipment and their value,
• External description of the shipment or photographs,
• Information on how the shipment was packed,
• A copy of the collection confirmation

In the event of a damaged shipment, the customer must notify City Sender in writing within twenty (20) business days of receipt, sending the following without fail:

• Signed damage report or delivery receipt,
• Clear photographs of the parcel internally and externally, before and after shipping, demonstrating the damage,
• Purchase documents (invoices or receipts),
• A list of the contents of the shipment and their value,
• The address where the carrier may inspect the damaged items and, if deemed necessary, recover them,
• A copy of the order confirmation email.

In the event of damage to or loss of a shipment, City Sender provides support to its customers by submitting a compensation request to the selected carrier on their behalf. However, the decision on the admissibility of the insurance claim is taken exclusively by the carrier or insurance company. To properly initiate a claim, the customer must provide City Sender with the necessary supporting documents within the specified timeframes. Failure to provide appropriate notice or all required supporting documents to info@citysender.gr will result in the claim being deemed not submitted. In the event of damage, the customer must retain the shipment in its delivered condition, at their own expense, until the compensation procedure is completed. If the package has sustained external damage, the customer should photograph the damage before removing items from the package. If items are missing from the shipment at the time of delivery, the customer must provide photographs demonstrating that the packaging was damaged or opened during transport. Upon receipt of all necessary supporting documents, City Sender, on behalf of the customer, will send the compensation request to the selected carrier with all documents attached by the customer.

Approval or rejection of any request or claim is the sole responsibility of the carrier or insurance company. Assessment of requests may take up to two months. City Sender is not liable if the carrier does not respond to requests within a reasonable period. The selected carrier and insurance company will examine each claim case and determine the amount of compensation based on the evidence provided by the customer and in accordance with their terms and conditions and internal policies. A depreciation fee may also be deducted if the damaged items are not new. VAT and shipping costs, if shown on the invoice, are not refundable. City Sender reserves the right to reject a request at any time without explanation if the information received from the customer is incomplete, misleading, contradictory, or false. In such cases, City Sender will not recognise further claims from the customer or related third parties. City Sender does not recognise any alternative dispute resolution provider.

City Sender shall not be held liable for any losses or damage that may arise as a result of circumstances beyond its control. This includes acts or omissions by parties not employed by or contracted with City Sender such as the sender, recipient, third parties, customs or government officials, as well as cyberattacks or other threats to information security and events constituting "force majeure", such as natural disasters, war, aviation accidents, embargo, civil unrest, epidemics, political upheaval, or industrial action.

Intellectual property rights in the content of the City Sender website, including, indicatively, programs, information, data, software, graphics, trademarks, logos, etc., are the exclusive property of City Sender and are protected by applicable national, EU, and international legislation. Any unauthorised modification, publication, transmission, reproduction, distribution, presentation, linking, downloading, or exploitation, in whole or in part, of the website content is strictly prohibited without the prior written consent of City Sender, which reserves all legal rights. Website content is intended for personal use only and may not be used for commercial purposes.

Third-party products or services mentioned on the website, which may bear the marks of their respective organisations, companies, partners, associations, or publishers, are their own intellectual and industrial property.

Subject to mandatory rules, unless otherwise specified by the customer's country of residence:

• These Terms and Conditions and any applicable agreements shall be interpreted in accordance with Greek law.
• Any disputes arising from these General Terms and Conditions or from applicable agreements shall be resolved by the courts of Heraklion, Crete.
• In the event of any discrepancy in the meaning of the various translations of these Terms and Conditions, the original text in the Greek language shall prevail.