Terms of Service

1. General Provisions

1.1. These Terms and Conditions of "Couriers for Less" services (hereinafter referred to as the Terms) establish the requirements for shipments submitted by the Sender to the Operator for dispatch, the rights and obligations of the Operator and the Client (terms are understood as defined in clause 1.2 of the Terms), the procedure for submitting and examining complaints, and the compensation for damages.

1.2. The terms defined in this section of the Terms are used in the Terms according to the meanings assigned to them below:

• 1.2.1. Courier Services – Collection (acceptance), sorting, transport, and signature-verified delivery of shipments to the Recipient personally or via the Operator's Terminal, while providing the Sender with ordered additional services;
• 1.2.2. Terminal – an automatic self-service device marked with the Carrier's logo-brand, or another shipment collection/dispatch location where the Client can send or collect a Shipment addressed to them, as well as use the Storage Service provided by the Operator;
• 1.2.3. Storage Service – a service for storing items in a Terminal for a set fee. When collecting items left for storage in the Terminal, the Client must pay for the service or enter special codes generated for them;
• 1.2.4. Package – a single unit (envelope, box, roll, pallet, etc.) of properly packaged, marked, and labeled items;
• 1.2.5. Shipment – one or more packages sent by one Sender to one Recipient, addressed and prepared for dispatch by the Sender, which, depending on the chosen shipping method, is delivered to the Recipient's address specified on the Shipment by handing over the Shipment to the Recipient personally against a signature, to a post office, or to a Terminal;
• 1.2.6. Shipment Label – depending on the number of packages, a prescribed form of label attached to the Shipment, indicating the names, surnames, addresses, mobile phone numbers, and/or e-mail addresses of the Shipment's Sender and Recipient;
• 1.2.7. Operator – a legal entity chosen by the Client or the Customer to actually perform the Courier Services;
• 1.2.8. Client – an individual or legal entity that uses the services of the "Couriers for Less" shipment ordering and management system;
• 1.2.9. Sender – a Client sending a Shipment;
• 1.2.10. Recipient – the person to whom the Sender's Shipment is addressed;
• 1.2.11. Customer – a Client with whom UAB "Siunta EU" has signed an agreement for the provision of "Couriers for Less" services;
• 1.2.12. UAB "Siunta EU" Services – the processing of data provided by the Client for ordered "Couriers for Less" services and their transfer to the Operator;
• 1.2.13. Shipments in Lithuania – a Courier Service provided by the Operator when a Shipment is delivered via courier to the Recipient's address specified on the Shipment within Lithuania and handed over to Recipients personally against a signature;
• 1.2.14. International Shipments – a Courier Service provided by the Operator when Shipments are sent to/from other country(-ies) and delivered via courier to the Recipient's address specified on the Shipment and handed over to Recipients personally against a signature. Operators are liable for the failure to preserve Shipments (loss, shortage, damage) arising through their fault. The damage caused is compensated in accordance with the Convention on the Contract for the International Carriage of Goods by Road - CMR;
• 1.2.15. Terminal Services – a Courier Service provided by the Operator encompassing:
• 1.2.15.1. Acceptance of shipments at the address specified by the Client and delivery of shipments to selected Terminals;
• 1.2.15.2. Other additional services provided in Terminals.

2. Ordering of Services

2.1. Operators do not provide packaging services. In accordance with the Operator's recommendations, the Sender shall independently and in advance arrange for the packaging of items, documents, or other things submitted to the Operator for dispatch. The Sender assumes full responsibility for proper packaging of the Shipment and the consequences of non-performance or improper performance of this duty.

2.2. For packaging Shipments, the Sender may use:

• 2.2.1. envelopes (or other durable packaging) made of rigid paper or other durable material, with or without a soft protective layer. The envelope (or other packaging) shall be sealed in such a way that the documents or small items sent inside are well protected and conceal the contents of the Shipment;
• 2.2.2. cardboard, wooden, metal, plywood boxes, soft wrappings or fabrics, and other durable material that conceals the contents of the Shipment.

2.3. Shipments packed in cardboard boxes or paper shall be bound with adhesive tape so that all flaps and free folding edges are completely sealed.

2.4. The packaging must be adapted to the shape, weight, type of items sent, and transportation conditions. Each Shipment must be packed in such a way that its contents are not damaged during the transport of the Shipment, that the Shipment does not endanger the health of the Operator's employees, the Operator's equipment, or other Shipments, and that other Shipments cannot enter it. If the Shipment contains items capable of damaging it, injuring the Operator's employees, staining or damaging other Shipments or the Operator's equipment, the packaging of the Shipment must protect against any danger. Metal staples intended for closing Shipments must not be sharp.

2.5. Glass or other fragile items must be placed in a hard box, supplemented with appropriate protective material. The items must be arranged in such a way that during shipping they do not rub or collide either with each other or against the walls of the packaging.

2.6. Fatty substances that can turn into liquid, such as lubricants, liquid soap, resins, etc., must be placed in waterproof bags, which must be placed in wooden, metal, cardboard, or other boxes.

2.7. Packaging exceeding 30 kg must be assembled on a pallet and must also be properly packaged to protect the contents of the Shipment from potential damage during transport and to ensure that the transported Shipment does not harm other Shipments, the Operator's employees, or equipment. Packages on a pallet must be arranged in such a way that they do not move, weight is distributed evenly, and the lower packages during transport can support the weight of the upper packages. Shipments must not protrude beyond the edges of the pallet and must not exceed the permitted height in general. Shipments are loaded onto euro pallets (80 x 120 cm).

2.8. Individual non-standard Shipments may also be loaded onto pallets.

2.9. A properly prepared pallet is tightly wrapped with packaging film so that it does not lose its vertical standing position during transport, does not tip over, and there is no possibility of removing packages without obvious damage to the film.

2.10. The Sender shall label the Shipment submitted to the Operator for dispatch with a Shipment label generated and printed on the website "Couriers for Less".

2.11. The Shipment label attached to the Shipment must be clearly legible, undamaged, and intact.

2.12. A Shipment label on the package is mandatory. If the Shipment label is not affixed to the package, claims regarding poor quality services provided will not be examined.

2.13. It is prohibited to send money, weapons, narcotic or psychotropic substances, explosive, fragile, foul-smelling, toxic, radioactive or flammable substances, and other materials posing a danger to health, life, and property, compressed or liquefied gases, perishable food and plant-origin products requiring special transport, live animals, and other items whose shipment is restricted or prohibited by the Universal Postal Convention.

2.14. The list of restrictions specified in the Rules is not exhaustive. In accordance with applicable legal acts, the Sender evaluates the suitability of the Shipment for sending and bears full responsibility for its packaging and contents.

3. Rights and Obligations of the Client

3.1. Before printing the Shipment label, the Sender, when entering the shipment data on the "Couriers for Less" website, must specify the weight, width, height, and length of the package, as well as the names/titles, addresses, postal codes, and valid mobile phone numbers and/or e-mail addresses of the Sender and Recipient. This data is used solely for purposes related to the provision of UAB "Siunta EU" services mentioned in these Terms. Any additional costs arising from incorrect or inaccurately provided data shall be paid by the Sender. Shipment data may also be disclosed to the law enforcement or customs authorities of the Republic of Lithuania upon their request.

3.2. In all cases, the Sender must comply with the requirements and packaging rules established by the selected Operator:

Requirements and conditions by individual Carrier:

! Insurance is invalid and compensation does not apply to shipments whose contents or packaging do not comply with the requirements of the Carrier's rules.

3.3. The Sender is responsible for the proper attachment of the Shipment label to the Shipment.

3.4. A Shipment without a Shipment label or with a damaged and illegible label, as well as any Shipment submitted by the Sender to the Operator that does not comply with the requirements and conditions established on the "Couriers for Less" website or by the Operator (Clause 3.2 of the Terms), may not be sent to the Recipient. In such a case, the Shipment shall be held by the Operator for 15 (fifteen) calendar days, calculated from the moment of handing over the Shipment to the Operator. If the Sender's contact details are known, the Operator shall inform the Sender accordingly. If the Sender fails to collect the Shipment within the storage period set in this clause, the Shipment shall be transferred to state ownership in accordance with the procedure established by legal acts.

3.5. The Recipient must collect the Shipment from the Terminal within a period not exceeding seventy-two hours, calculated from the moment of the Shipment's delivery to the Terminal. The same conditions apply to the Storage Service.

3.6. For the return, redirection, or re-delivery of a Shipment, the Sender shall pay UAB "Siunta EU" the shipment price. UAB "Siunta EU" has the right (by identifying the Sender based on login data or the names/titles, domains, addresses, postal codes, mobile phone numbers, and/or e-mail addresses of the Sender and Recipient) to use the funds paid by the Customer for all orders placed by the Customer to first cover the Customer's older debt, even if the Customer pays for a newer order/last issued VAT invoice. After the set-off, UAB "Siunta EU" shall refund the difference to the Customer's credit account on "Couriers for Less" or by the same method, to the account from which the payment was received.

3.7. In the event that a Recipient who has received a Shipment and chosen the COD (Cash on Delivery) payment method contacts the payment system operator (e.g., VISA, MasterCard, etc.) or the payment service provider (bank) requesting, based on their internal procedures, a refund of the paid money, citing the reason that (i) the item received does not meet quality requirements, (ii) the wrong item was received, or the item was not received at all, even though the Carrier's liability in these matters is not established, and the payment system operator or payment service provider refunds the paid COD money to the Shipment Recipient, UAB "Siunta EU" has the right to demand that the Client compensate the amount equal to the refunded COD sum. The Client is obliged to compensate the damage incurred to UAB "Siunta EU" by paying the specified amount within 3 (three) working days from the date of presentation of the written demand and evidence by UAB "Siunta EU". The provisions of this clause do not apply if the Carrier's liability for damage or loss of the Shipment during delivery is established and proven.

4. Rights and Obligations of the Operator

4.1. The Operator must determine the weight and volume of Shipments accepted for transport at the Operator's Terminal and calculate the delivery fee for the Client based on the actually determined weight or volume, whichever is higher, in accordance with the prices published on the "Couriers for Less" website. The Sender is liable for non-delivery/delayed delivery or delivery to the wrong Recipient due to incorrect (inaccurate) data.

4.2. The Operator undertakes to ensure the functionality of automated Terminals twenty-four hours a day, seven days a week. Terminals located inside buildings operate according to the working hours of the respective companies located within the building or any other time indicated or agreed upon by the building owner or manager.

4.3. If correct contact details of the Recipient are provided on the Shipment label, the Operator, after delivering the Shipment to the Terminal specified by the Sender, undertakes to immediately inform the Recipient about the Shipment received at the relevant Terminal via short message service (SMS) and/or e-mail.

4.4. The Operator undertakes to hand over the Shipment delivered to the Recipient's address to the Recipient personally. The Operator hands over the Shipment to another person only if the person collecting the Shipment presents a certified power of attorney. The power of attorney must be certified by a notary. The following powers of attorney are also considered certified and are accepted:

• 4.4.1. powers of attorney of military personnel, certified by commanders (chiefs) of military units, formations, military institutions, and schools;
• 4.4.2. powers of attorney of persons in places of detention, certified by the heads of the places of detention;
• 4.4.3. powers of attorney of persons on long-range sea vessels sailing under the flag of the State of Lithuania, certified by the captains of those vessels;
• 4.4.4. powers of attorney certified by the head of the organization where the individual works or studies;
• 4.4.5. powers of attorney certified by the chairman of the apartment building owners' association where the person lives;
• 4.4.6. powers of attorney certified by the elder (seniūnas) of the municipality of the principal's place of residence, except for municipal centers where notary offices are located.

4.5. A power of attorney that does not indicate its date of issue, or lacks a seal or signatures, is invalid.

4.6. If the Shipment is not collected by the Recipient from the receiving Terminal within the period set in Clause 3.5 of these Terms, it shall be removed from the Terminal and held by the Operator for 15 (fifteen) calendar days, calculated from the moment of the expiration of the period set in Clause 3.5. The Client shall be informed of this via SMS and/or e-mail. To collect or return such a Shipment, the Client must contact UAB "Siunta EU". Shipments not collected within the specified storage period shall be transferred to state ownership in accordance with the procedure established by legal acts.

4.7. If it is impossible to deliver the Shipment to the Recipient's address indicated on the Shipment label, the Operator's courier shall carry out one of the possible procedures: NOT FOUND, RETURN, REDIRECTION, or leave a delivery notice in the Recipient's letterbox, indicating the address where the undelivered Shipment is being held and/or the phone number where the Recipient can call to obtain information about the conditions for collecting the held Shipment. Such a Shipment shall be held by the Operator for no more than 15 (fifteen) calendar days, starting from the day the Operator failed to deliver the Shipment. A Shipment not collected by the Recipient or not delivered through no fault of the Operator shall be returned to the Sender after the expiry of the storage period, or before its expiry upon the Sender's request via e-mail to: kurjeriaipigiau@siunta.eu; info@siunta.eu. If it is impossible to return the Shipment to the Sender, it shall be transferred to state ownership in accordance with the procedure established by legal acts.

4.8. The Operator's courier has the right to deliver a Shipment that could not be delivered to the Recipient's address to the nearest automated Terminal. If the correct contact details of the Recipient are indicated on the Shipment label, the Recipient shall be informed about the receipt of the Shipment at the Terminal via SMS and/or e-mail. The Recipient may collect the Shipment from the Terminal within seventy-two hours from the moment of the Shipment's delivery to the Terminal. A Shipment not collected from the Terminal within the specified period shall continue to be held by the Operator in accordance with the procedure specified in Clause 4.6 of the Terms. The storage period in the Terminal is included in the total storage period of the Shipment.

4.9. UAB "Siunta EU" undertakes to provide information to Clients on any matters related to the Operators' services.

4.10. Operators undertake to deliver the Shipment submitted by the Sender for dispatch to the Recipient's address indicated on the Shipment label, or to the post office or Terminal indicated on the Shipment label, in compliance with the Shipment delivery time indicated on the "Couriers for Less" website. Shipments sent to the Recipient's address with the note "Saturday delivery" are delivered on Saturdays in county centers. Shipments are not collected from Senders/Terminals and are not delivered on Sundays. The Operator is not liable for non-performance or improper performance of the obligation set out in this clause of the Terms if the obligation was breached due to "Force majeure" circumstances.

4.11. The Operator, in case of suspicion regarding the content of the Shipment, has the right to open the Shipment and inspect it, drawing up a report.

4.12. The Operator has the right, in accordance with the procedure established by legal acts, to transfer detained or confiscated Shipments to the law enforcement or customs authorities of the Republic of Lithuania upon their request. For the collection of detained or confiscated Shipments, the Sender must contact the aforementioned authorities. The Sender is liable for the contents of detained and confiscated Shipments.

4.13. If correct contact details of the Sender are provided, UAB "Siunta EU" undertakes to inform the Sender in cases of detention or confiscation of the Shipment.

5. Service Prices and Payment Procedure

5.1. The prices for UAB "Siunta EU" services are indicated on the "Couriers for Less" website.

5.2. The Client pays for the services at the time of ordering via internet banking on the "Couriers for Less" website.

• 5.2.1. The price for the service is calculated based on the shipping data provided by the Client at the time of the order.
• 5.2.2. If shipment data is incorrectly specified, an additional VAT invoice is issued to the Client for the shipment surcharge, and a "Surcharge Administration Fee" of 3 EUR (excluding VAT) is applied.

5.3. A Client who has not signed an agreement with UAB "Siunta EU" for the provision of Operator services and wishes to receive a VAT invoice for a service ordered on the "Couriers for Less" website shall provide the details required for issuing a VAT invoice at the time of the order. Based on the data provided by the Client, UAB "Siunta EU" automatically generates and submits a VAT invoice to the Client.

5.4. For services ordered during the previous month, a VAT invoice is issued to the Customer by the 10th day of the current month.

5.5. The Customer shall pay for the services provided by the Operator in accordance with the procedure established in the agreement concluded between the Customer and UAB "Siunta EU".

5.6. In the event of a breach of payment terms, UAB "Siunta EU" has the right to disclose (including publicly) and transfer information about debt obligations to any third parties (financial institutions, debt collection agencies, credit rating entities, and similar entities), and to collect information about the debtor directly or by using the services of third parties.

5.7. UAB "Siunta EU" has the right to unilaterally terminate the "SHIPMENT CARRIAGE AGREEMENT" signed with the Client, regardless of point 5.1 of said agreement, if the Client is more than 5 calendar days late in paying the submitted invoice. Termination of the agreement does not release the Client from fulfilling the assumed obligations.

6. Ensuring Security

6.1. Upon delivering the Shipment to the automated Terminal specified by the Sender, the Recipient is informed via short message service (SMS) or email containing the codes required to collect the Shipment. By entering the received codes at the automated Terminal, the Recipient confirms their identity, and these codes are equivalent to an electronic signature. The person who received the codes is responsible for their security.

6.2. The Operator reserves the right to monitor the Terminals using video recording equipment and to use the video material to resolve disputes that have arisen, as well as to submit it to the relevant state authorities upon their request.

7. Submission of Complaints (Claims)

7.1. The Client shall submit complaints to UAB "Siunta EU" using the relevant form via e-mail at info@siunta.eu. Complaints from the Client are also accepted in free-form.

7.2. Free-form complaints are accepted and registered when the Client specifies:

• 7.2.1. name, surname (or name and code of the legal entity), address (residential or registered office address), e-mail address, telephone number;
• 7.2.2. the reason for the complaint;
• 7.2.3. names and surnames (or name and code of the legal entity) of the Sender and Recipient, address, country from which the shipment was sent and to which it is to be delivered;
• 7.2.4. the date and place of dispatch of the Shipment;
• 7.2.5. the date and place of delivery of the Shipment;
• 7.2.6. the contents of the Shipment;
• 7.2.7. the barcode number of the Shipment;
• 7.2.8. visual material substantiating the complaint (photographs, documents, packaging).

7.3. Complaint (Claim) Form: HERE.

7.4. Complaints shall be submitted to UAB "Siunta EU" regarding Shipment damage no later than within 10 (ten) working days from the day of receipt of the Shipment. In the event that the damaged Shipment was not delivered to the Recipient, the specified period shall be calculated from the day when the Sender was informed about the damage to the Shipment. Complaints regarding the loss of a Shipment shall be submitted within 10 (ten) working days from the date of dispatch of the Shipment. If a claim is not submitted within the specified time, it shall be deemed that the Shipment was delivered and undamaged. Complaints submitted after the period established in this clause shall not be examined.

7.5. UAB "Siunta EU" undertakes to represent the Client's interests when submitting a claim to the Operator, to examine the complaint submitted by the Sender regarding the loss, damage of Shipments, or failure to comply with delivery deadlines, and to provide the Sender with a written response within 1 (one) month from the date of receipt of the complaint.

8. Examination of Complaints (Claims) and Compensation for Damages

8.1. UAB "Siunta EU" is in all cases responsible solely to the Client (legal entity or individual). If an order is placed by the Sender, UAB "Siunta EU" executes the order by contacting the Sender or without contacting the Recipient, and vice versa, and is not liable for any losses that third parties may incur.

8.2. UAB "Siunta EU" is liable only for damage caused by the non-performance or improper performance of its services, as defined in clause 1.2.12 of the Terms, with the liability of UAB "Siunta EU" limited to the Operator's liability provided for in clause 8.4 of the Terms. Under no circumstances shall UAB "Siunta EU" compensate Clients for indirect losses, including lost income or loss of profit, and non-pecuniary damage.

8.3. UAB "Siunta EU" and the Client undertake to cooperate in recovering, by way of recourse, any losses incurred by either party from guilty third parties (the Sender of the Shipment, the Recipient, the Operator, or other persons).

8.4. The Operator is liable for the failure to preserve Shipments (loss, shortage, damage) submitted by the Sender to the Operator for dispatch arising through its fault, and shall compensate the Sender for the damage caused and shipping costs on the grounds and in accordance with the procedure established by the Law on Postal Services of the Republic of Lithuania and other legal acts.

8.5. The Operator is not liable for the shortage or damage of goods if they were packaged and labeled in non-compliance with the requirements established by the Operator, or if at the time of delivery of the Shipment the Recipient failed to note remarks regarding packaging damage or package shortages in the document accompanying the shipment.

8.6. The Operator is not liable for a Shipment confiscated by a state institution or a Shipment transferred to state ownership in accordance with the procedure established by law.

8.7. Neither UAB "Siunta EU" nor the Operator shall compensate for damage arising during the execution of an order when the contents of the Shipment consist of items specified in clause 2.13 of the Terms.

9. Refund of Payments

9.1. Refunds of payments may be carried out in the following cases:

• 9.1.1. In the event of non-dispatch of the Shipment, provided that the request is submitted within 14 calendar days from the payment for the order. When delivery exceeds the scheduled timeframe in cases where specific (guaranteed delivery) services were ordered, provided that the request is submitted within 14 calendar days after the delivery of the shipment.
• 9.1.2. If inaccurate or larger weight and/or dimension data of the Shipment are provided at the time of the order, the price difference is not refunded. Payments are not refunded in the event of indirect losses.

9.2. Requests for a refund shall be submitted by filling out the form HERE or by providing them in the following ways:

• 9.2.1. By registered mail to the address: Pylimo g. 35/31, LT-01309, Vilnius. Recipient: UAB "Siunta EU"
• 9.2.2. By e-mail: kurjeriaipigiau@siunta.eu; info@siunta.eu

9.3. The payment is refunded to the Customer's credit account on "Couriers for Less" or by the same method through which it was received. Money is always refunded solely to the individual or legal entity that ordered the service and strictly to the account from which the payment was received.

• 9.3.1. When cancelling an order, if the Shipment was not dispatched due to the Customer's error, a cancellation fee of EUR 4 (excluding VAT) shall apply.
• 9.3.2. Payments are refunded within seven to ten working days after receiving confirmation that the Shipment was not collected.

10. Cases Where Operator's Liability Does Not Apply

10.1. The Operator shall under no circumstances compensate Clients for indirect losses, including lost income or loss of profit, and non-pecuniary damage.

10.2. The Operator shall not be held liable and shall not pay the Client any compensation or other amount if any loss or damage is incurred, a Shipment or part of it is lost or damaged, delivered late, or not delivered due to circumstances beyond the Operator's control (Force Majeure).

10.3. The Operator shall not be liable for the loss or damage of a Shipment or part thereof, or for late delivery, if the Client fails to comply with the requirements set forth in the agreement or the Terms, packs the Shipment improperly, labels it incorrectly, or similar.

10.4. The Operator shall not be liable for damage to the contents of Shipments packed and sealed by the Sender if the packaging remains intact (undamaged) during transport.

10.5. The Operator shall not be liable for data lost on magnetic or electronic media being sent.

For Customers who have entered into agreements with UAB "Siunta EU" for the provision of shipment delivery services specified in these Terms, these Terms apply to the extent that they are not superseded by the terms of the agreement. All disputes shall be settled through negotiations. In the event of a failure to reach an agreement, disputes shall be settled in accordance with the procedure established by the laws of the Republic of Lithuania. In the event that a dispute is referred to court, the case shall be heard at the Vilnius City District Court.