Terms of Use

01Operator & scope

The Site jetsend.eu is operated by SalesFactory OÜ, registered at the address listed below, doing business as the Jetsend shipping platform.

What these Terms cover

• Promotional and informational content on the Site.
• The contracting of shipping services through the Site.
• The Particular Conditions of the chosen Carrier, where applicable.

Using and/or booking any service on the Site means acceptance, without reservation, of these Terms, the Cookie Policy, the Privacy Policy, and any Particular Conditions surfaced during the booking flow.

02Definitions

The terms below have the meaning given here whenever they appear in capitalised form in these Terms.

Carrier

A logistics partner (DHL, GLS, UPS, InPost, DPD, etc.) that physically picks up, transports and delivers the parcel on behalf of the Operator.

Remote Area

A locality with fewer than 10,000 registered residents, or any location more than 50 km from the nearest Carrier hub.

Support

The communication channel for queries, requests and claims - via the in-app help area, the FAQ pages, and the support email below.

Cash on Delivery (COD)

A delivery option where the parcel is handed over only after the Recipient pays the agreed amount in cash to the courier.

Recipient

The natural or legal person to whom the parcel is delivered.

Shipment

One or more parcels collected from a single origin and delivered to a single destination on the same date by the same Carrier.

Shipping Label

The label and address sheet that must be attached to the parcel; printed at booking.

Commercial Invoice

Commercial or pro-forma invoice and customs authorisation required for shipments outside the EU (and to/from the Canary Islands, Ceuta and Melilla).

Pickup Location

The address at which the Carrier collects the parcel.

Delivery Location

The address at which the Carrier delivers the parcel.

Parcel

The physical item being transported.

Sender

The natural or legal person who hands the parcel to the Carrier at pickup.

Site

jetsend.eu and its locale subpaths.

User

The natural or legal person who books a shipment with the Operator and is responsible for all associated charges. Only the User may submit claims, using the email address used during booking.

Registered User

A User who has created an account. Account creation is optional for one-off bookings; registered users have access to additional benefits.

03How the service works

Jetsend is a parcel-shipping aggregator. We act as intermediary between Users and Carriers. Through the Site, Users compare carrier rates, book online and pay for the chosen service. We never touch the parcel ourselves.

3.1. Booking flow

• Enter the origin and destination postal codes and the parcel weight and dimensions.
• Compare the rates offered by available Carriers and select a service.
• Fill in Sender, Recipient and parcel-content details.
• Accept these Terms and the Privacy Policy.
• Pay with a supported method (see §7).

After payment, a confirmation email arrives within minutes (max 24 hours) with the booking ID. Use only the email address you used at booking when contacting Support - we cannot identify your booking from a different address.

3.2. Prices

Prices shown on the Site exclude VAT and any non-EU customs duties or clearance fees. VAT on the transport service is shown at checkout. For definitive exports out of the EU, EU customs clearance is included.

04Pickup & delivery

4.1. Pickup

• Once Jetsend confirms the booking, the chosen Carrier collects the parcel on the agreed date and time slot.
• If pickup fails, rescheduling is handled through Support.
• If pickup cannot be completed after rescheduling for reasons attributable to the User or Sender, the Operator may terminate the contract and retain the transport price as compensation.
• Always request a pickup receipt or waybill from the courier - claims without proof of pickup will not be accepted.
• Shipments to or from Remote Areas may be subject to delays, downgrades or service withdrawal (see §11).

4.2. Delivery

• Delivery is made to the address indicated at booking, or to a pickup point if that option was chosen.
• If delivery fails, the Carrier may leave a notice and return the parcel to its depot. Not all Carriers leave notices - track the parcel via the dashboard.
• Most services include a second free delivery attempt. In some countries the parcel may be left with a neighbour or at a pickup point.
• If the parcel is held at the Carrier depot beyond the period the Carrier allows, the User bears the storage, return or destruction costs.
• For refused or undeliverable parcels, the Operator notifies the User through tracking or by email. The User has two (2) business days to instruct return or redirection; after that, the parcel is handled under applicable law and the User pays all incremental costs.
• Return or redirection by User request is charged at the applicable rate.

4.3. Transit times

Except for Guaranteed Delivery services, transit times shown are indicative and based on Carrier data. Transit is counted in business days (Mon - Fri); public holidays in the origin, transit or destination country do not count.

4.4. Loading and unloading

For shipments with at most 5 parcels and 30 kg per parcel that one person can handle with the equipment carried on the vehicle, loading and unloading are performed by the Carrier. Shipments requiring special equipment (tail-lifts, forklifts, two-person crew) are accepted only at extra cost; the Operator will help locate suitable Carriers but will not dispatch a vehicle until the additional charge has been authorised and paid.

The Operator does not accept deliveries to PO boxes or residential mailboxes.

05Your obligations

5.1. Account & access

• Provide accurate registration data and keep it up to date - including VAT/VIES number for business users. Bookings made from a Registered User account are presumed to originate from the establishment matching the declared VAT number.
• Safeguard your password; do not share access with third parties.
• Notify the Operator immediately of password loss, theft or any risk of unauthorised access.

5.2. Lawful use of the Site

• Use the Site lawfully, in good faith, and in accordance with these Terms.
• Do not reproduce, copy, distribute, transform or modify any part of the Site.
• Do not infringe the intellectual or industrial property rights of the Operator or third parties.
• Do not use Site data to send unsolicited marketing or commercial messages.
• Do not use false identities or impersonate other users.

5.3. Packaging

The User is responsible for ensuring the parcel is packaged adequately for transport, in line with the Jetsend Packaging Guide and with the chosen Carrier's own recommendations. Claims about parcels that do not meet packaging requirements will not be accepted. The User is liable for damage caused by their parcel to other shipments in transit where the cause is insufficient or inadequate packaging.

5.4. Labelling

• All Shipping Labels, address sheets and Commercial Invoices (where required) must be attached flat to the largest face of the parcel and secured so they cannot detach.
• Each parcel in a multi-parcel booking must carry its own label.
• If labelling is incorrect or missing, the courier may refuse pickup; neither the Operator nor the Carrier is liable for resulting delay or non-delivery.
• Parcels without a Shipping Label and address sheet cannot be re-shipped free of charge.

5.5. Accurate data

All data provided in connection with booking, labelling, transport or invoicing must be accurate, complete and consistent. This includes parcel weight and dimensions, a precise content description, and the Recipient's full name, complete address with postal code, a destination-country phone number, and an email address. The courier is not responsible for verifying this information.

5.6. Declared value

The User must declare the contents and value of the parcel accurately. A declared value without Additional Coverage does not entitle the User to indemnification for loss or damage - the "value" field is informational only, used for customs and statistics.

5.7. Costs you must cover

The User pays all charges associated with the shipment, including but not limited to: transport, surcharges (fuel, emergency, operational), storage, VAT, taxes, interest, fines, administrative fees, customs duties, insurance premiums, and any other amount payable to the Operator or required by regulators in connection with the shipment.

5.8. Cooperation

• Track your shipment and report delays, incidents or missing information to Support.
• Cooperate with the Operator and the Carrier in resolving incidents within the service deadlines (generally within two (2) business days).
• For non-EU recipients, inform them of the customs duties and import taxes they will pay on delivery, to avoid abandonment. If the Recipient does not pay, the Operator may charge the User via the original payment method.
• Submit claim documentation within the deadlines in §9.
• Submit all claims through Jetsend, not directly to the Carrier.

06Prohibited items

Items on the Prohibited Items list may not be shipped through any Jetsend service. By proceeding with a booking, the User declares that the parcel does not contain any prohibited item.

• For exports, ensure the goods are admitted by destination customs.
• Prohibited goods may not be collected; if collected, they may be delayed, returned or confiscated.
• If a prohibited item is collected without the Carrier's or Operator's knowledge, a surcharge applies and the parcel is returned at the User's expense; no insurance applies.

Where an item is damaged to the point that transport is unsafe, the Carrier may withhold it for collection by the User. Items that cannot be safely held may be destroyed without prior notice.

07Pricing & additional charges

7.1. Payment methods

• Credit and debit cards (Visa, Mastercard, American Express).
• PayPal.

7.2. Additional charges

Additional charges are set by the Carriers, not the Operator. The User authorises the Operator to bill these charges automatically using the original payment method. If that method fails, the Operator may use all lawful means to recover the amounts owed.

Weight or volume discrepancy

If the actual weight or volume of the parcel exceeds the values declared at booking, the difference is billed automatically via the original payment method, at the public tariff (account discounts do not apply). The Carrier may raise this charge up to one year after booking.

Failed pickup

If the parcel is not ready at the agreed location and time, a Failed Pickup fee of €2.00 - €15.00 + VAT applies, depending on the Carrier and vehicle.

Address change

Any change to the pickup or delivery address (including missing data) is €2.00 - €15.00 + VAT. A change to a different postal code is a re-expedition rather than an address change, and is charged at the original shipping price.

Additional delivery attempts

Once the Carrier has used the delivery attempts included in the service (typically a first attempt and one free retry), each further attempt is €2.00 - €15.00 + VAT.

7.3. Discount coupons

• Coupons are issued occasionally to Registered Users and marketing opt-ins.
• Only one coupon per Shipment.
• Expired coupons cannot be redeemed or extended.
• Coupons are not redeemable for cash.

08International & customs

For international shipments, the Operator's liability is governed by the international transport conventions listed in §9.

• The User signs and attaches all customs documents required for the route.
• Shipments outside the EU are definitive exports only; temporary exports (returns, transfers of company goods) are not supported.
• A Commercial or Pro-forma Invoice is required in English. The description must be precise and the export reason truthful - inaccurate descriptions may lead to surcharges, return, confiscation or destruction.
• The parcel must comply with all customs authorisations and obligations. Any administrative or criminal penalty for non-compliance falls on the User.
• Where the Operator's EORI number is used, the User remains responsible for the accuracy, completeness and validity of all information and documents provided to customs authorities.
• The Customs Authorisation form, when required, is made available at booking confirmation.

8.1. Taxes and duties

The Operator has no control over destination taxes or duties. The Recipient is responsible for paying all import duties, taxes and clearance fees in the destination country. If the Recipient does not pay, the Operator may charge the User for the unpaid amounts via the original payment method. Many countries levy a destruction or abandonment fee where duties are not paid - this is also charged to the User.

8.2. Returns from abroad

Returns from outside the country of origin are subject to import tariffs, which can be up to 30% higher than the original export tariff. The User who booked the shipment bears these costs.

8.3. High-value shipments

Shipments declared above EUR 5,500 may be delayed because additional customs paperwork is required. The Operator does not recommend shipping above the maximum value that Additional Coverage can be purchased for (see §9).

09Claims & coverage

9.1. Maximum liability

The Operator's maximum liability is determined by the international and national rules that apply to the relevant transport mode.

Road - international

CMR Convention (Geneva, 19 May 1956)

Road - national

Applicable national transport law

Rail - international

COTIF / CIM (Geneva, 9 May 1980)

Air - international

Montreal Convention (28 May 1999)

Sea - international

Hague Rules (25 August 1924)

Postal service

EU Postal Services Directive 97/67/EC and national implementing law

9.2. Filing a claim

Claims must be submitted through Support, from the email address used at booking. Third-party claims require a sworn authorisation. Claims must be opened within the following windows, counted from the day after delivery:

Where damage is visible at delivery, the Recipient must note it on the delivery waybill or courier device at the moment of delivery. Without that notation, a damage claim cannot be accepted. The parcel and its packaging must be preserved in delivery condition and at the delivery address for inspection - inspections, repairs or removal of packaging void the claim.

For total loss, the claim begins after the Carrier has carried out an active search of its depots and declared the parcel lost (typically up to 30 days from the expected delivery date). After that, the search becomes passive; if the parcel is later located, the User is asked for delivery instructions.

9.3. Required documentation

• Completed claim form (provided by Support after the claim is opened).
• Carrier pickup waybill signed by the courier.
• Commercial invoice or purchase receipt for the parcel content. The names must match the Sender and Recipient on the booking.
• For damage: photo of the damaged item in full; photo of the exterior packaging with the Carrier label visible; photo of the item inside the packaging as received; delivery waybill with damage notation; repair estimate where applicable.
• Delivery waybill with notation from the Recipient where damage is visible.

Without all of the above the file is incomplete and the claim cannot proceed. Payment confirmations from PayPal, eBay, Catawiki or similar marketplaces are not accepted as proof of value.

9.4. Documentation deadlines

• Loss: documentation within 1 year of pickup.
• Missing content: photos within 2 months of delivery; other documents within 1 year of pickup.
• Damage: photos within 2 months of delivery; other documents within 1 year of pickup.

Claim resolution: up to 90 days from the moment the complete file is transferred to the insurer.

9.5. Compensation

• Goods compensation is paid by bank transfer (VAT-exempt under the applicable Estonian VAT rules for damages).
• Transport refunds are paid via the original payment method, VAT included.
• If the parcel is recovered after compensation has been paid, the User must refund the goods compensation to the Operator.

9.6. Coverage

All services include the basic Carrier liability described in §9.1, except where the parcel contains items on the Prohibited list - those travel at the User's risk without any coverage.

Additional Coverage can be purchased at booking, up to a maximum of EUR 2,500 per Shipment. Partial under-insurance rules apply per Estonian Insurance Contract Law and EU rules: if the declared insured value is lower than the actual value, indemnity is reduced proportionally.

Additional Coverage does not apply to:

• Used goods, meaning any item with a purchase invoice dated more than 60 days before pickup.
• Items on the Prohibited or Restricted lists.
• Damage caused by insufficient or inadequate packaging.

For multi-parcel Shipments insured under a single declared value, the maximum indemnity per parcel is the declared value divided by the number of parcels.

Coverage is effective only if the User is up to date on all payments to the Operator. Where amounts are outstanding at the time of the claim, the Operator's liability is capped at the legal minimum for the transport mode (§9.1).

9.7. Items not covered by insurance

Items not absolutely prohibited but excluded from any insurance cover are listed on the Prohibited Items page.

10Cancellation & withdrawal

10.1. Cancellation by the User

• Cancellation must be requested through Support, from the booking email, within 15 days of booking and before pickup is initiated.
• Before the Carrier has started moving towards the pickup, the User is entitled to a coupon for the full booking amount.
• Once the Carrier has collected the parcel, cancellation cannot be guaranteed. If the shipment is intercepted mid-transit, the User forfeits the transport price and pays return costs.
• After delivery, cancellation is no longer possible.

10.2. Cancellation by the Operator

The Operator may cancel any booking at any time, without prior notice, where the User appears on the EU Denied Party sanctions list published by the European Commission.

10.3. Right of withdrawal (consumers)

Consumers may exercise the right of withdrawal under Directive 2011/83/EU on consumer rights and the Estonian Law of Obligations Act. Note that, once the transport service has begun (i.e. the parcel has been collected), the right of withdrawal is exhausted under Article 16(a) of the Directive.

For full details and refund mechanics, see the Cancellation Policy.

11Liability & force majeure

11.1. User-generated content

The Operator removes any content, file, opinion or image hosted on the Site that is unlawful, contrary to good faith or public order, or that contains malware. The Operator is not liable for content not directly managed by it, nor for misuse of Site content by Users.

11.2. Third-party content

The Operator is not liable for content, services, goods or products provided by third parties accessed through links on the Site, even where the third party's page is framed or branded to resemble the Site.

11.3. Site availability

The Operator provides the Site and the services on a best-effort basis, using all reasonable technical means. The Operator may at any time make corrections, improvements or modifications to the Site and services without notice and without liability for downtime or interruption. The User is solely responsible for safeguarding their access credentials.

11.4. Force majeure

Delays and service failures caused by any of the following are not eligible for compensation or refund:

• War, civil war, invasion, hostilities (declared or not), rebellion, revolution, insurrection, usurpation of power, looting, pillage.
• Ionising radiation or contamination by radioactivity.
• Radioactive, toxic, explosive or otherwise hazardous properties of any nuclear component; pressure waves caused by aircraft travelling at sonic or supersonic speeds.
• Strikes, demonstrations, or regional or national events in the pickup, transit or delivery area.
• Natural disasters or adverse weather conditions preventing safe transport.
• Absent, insufficient or incorrect packaging.
• Missing information needed for pickup or delivery.
• Shipments to or from Remote Areas, domestic or international.
• Bookings with weight or measurements below the actual values.

11.5. Access restrictions

The Operator may at any time and without notice restrict User access or refuse to maintain correspondence with a User where:

• The User appears on the EU Denied Party list.
• A regulatory or legal change limits the Operator's ability to provide service.
• An event beyond the Operator's control (technical, capacity, communication) prevents service.
• The User abuses the platform or breaches these Terms.
• The User breaches the Cookie Policy, Privacy Policy or any Particular Conditions.