GENERAL CONDITIONS REGARDING THE PROVISION OF POSTAL SERVICES
TCE WORLDWIDE SERVICES SRL – postal service provider registered in the Public Register of Postal Service Providers administered by ANCOM number SC-CVP-14242

GENERAL CONDITIONS REGARDING THE PROVISION OF POSTAL SERVICES TCE WORLDWIDE SERVICES SRL

Postal service provider registered in the Public Register of Postal Service Providers administered by ANCOM, certificate no. SC-CVP-14242.

Version applicable from 5 September 2026

SC TCE WORLDWIDE SERVICES SRL, with registered office in Bucharest, Drumul Sabareni Street no. 24-26, sector 6, registered with the Trade Register, with number J40/9876/2010 and fiscal code 27528742, e-mail:  international@tceholding.ro , website  www.tceholding.ro , represented by Flavian Fecioru provides postal services in accordance with Government Emergency Ordinance no. 13/2013 on postal services, with subsequent amendments and completions, and with ANCOM Decision no. 925/2023 on the general authorization regime for the provision of postal services.

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I. General provisions

1.1. These General Conditions regarding the provision of postal services regulate the contractual relations between TCE WORLDWIDE SERVICES SRL, with its registered office in Bucharest, Drumul Săbăreni Street no. 24–26, sector 6, registered with the Trade Register Office under no. J40/9876/2010, with CUI 27528742, hereinafter referred to as "TCE" or "the Supplier", and the users of postal services, as senders or recipients.

The Supplier's contact details are:
– complaints regarding postal services: international@tceholding.ro;
– assistance regarding orders: suport@tceholding.ro;
– telephone: +40 31 425 4851 / +40 732 333 332;
– website: www.tcecourier.com .

1.2. Postal services contracted with TCE may be provided by its own means or through other postal service providers or subcontractors. In the contractual relationship concluded directly with the user, TCE retains the liability that falls to it according to the law and these General Conditions.

In the case of resold postal services, the identity of the provider who actually collects the postal item will be communicated to the sender in the service offer, in the order confirmation, in the AWB or by another accessible means, at the latest before the collection of the item.

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II. Definition of some terms

2.1. "Postal services" represent services consisting of the collection, sorting, transport and delivery of postal items.

2.2. "Postal service provider" - represents any authorized natural person, individual enterprise, family enterprise or any legal entity whose activity consists, in whole or in part, in the provision of one or more postal services.

2.3. "Postal network" means the organizational system and resources of any kind used by the postal service provider, mainly for:

• postal collection

• transport and handling of postal items from access points to distribution centers

• distributing postal items to the indicated addresses.

2.4. "Access points" - represent the physical installations, including mailboxes made available to the public, through which postal items can be introduced into the postal network.

2.5. "Points of contact" - represents the set of physical installations through which postal items can be delivered to recipients.

2.6. "Automatic collection and/or delivery system" means an automated access point or contact point, not manned by personnel, used for the collection or delivery of postal items in a self-service mode, hereinafter referred to as "locker". TCE may use automated systems belonging to partner providers, depending on the service selected.

2.7. "Collection" - represents the operation of taking over postal items carried out either through access points or from an address indicated by the sender.

2.8. "Delivery" - represents the operation of handing over postal items by the postal service provider.

2.9. "Distribution" - represents the process that begins with the sorting of postal items and ends with their delivery to the recipients.

2.10. "Date of postal item submission" – represents the date on which the postal item was collected. The provisions of art.181 of Law no.134/2010 on the Code of Civil Procedure (republished, with subsequent amendments and supplements) remain applicable.

2.11. "Mailing" - represents the communication, in written form, on any kind of physical medium, which is to be transported and delivered to the address indicated by the sender on the mail itself or on its packaging. Books, catalogs, newspapers, periodicals are not considered mail.

2.12. "Registered postal item" - represents the postal item that is the subject of a service that has as its particularity the issuance by the provider to the sender of a document that allows the provider to identify the item internally in the postal network, to certify the date of submission, as well as, as a rule, the payment of the fee.

2.13. "Postal item" – means an addressed good, in the final form in which it is to be transported and delivered to the address indicated by the sender on the item itself, on the packaging or in a distribution list. In addition to correspondence items, this category includes, for example, printed matter, "M" bags, small packages, postal parcels containing goods with or without commercial value and paper money orders. Hybrid items are not included in this category.

2.14. "International postal item" - represents a postal item sent from the territory of Romania to an address not located in this territory or sent from outside the territory of Romania to an address located in its territory and a postal item sent from outside the territory of Romania to an address not located in this territory, but in transit in the territory of Romania.

2.15. "Postal parcel" - represents a postal item with a maximum weight of 31.5 kg, containing goods with or without commercial value.

2.16. "Registered delivery service" - represents the postal service whose particularities consist in offering a flat-rate guarantee against the risks of loss, theft, total or partial destruction or damage to the registered postal item and in issuing, upon request, after the deposit or delivery of the postal item, a proof of the deposit of the postal item or delivery to the recipient, without being confirmed in writing by the recipient.

2.17. "Cash on delivery service" - represents the postal service whose particularity consists in the recipient paying the sender, through the postal network, the value of the good that is the subject of the registered postal item.

2.18. "Receipt confirmation service" - represents the postal service whose particularity consists in delivering to the sender the proof of delivery of the registered postal item, confirmed in writing by the recipient.

2.19. “Special delivery service” – represents the postal service having as its object registered postal items, the particularity of which consists in the delivery of the postal item, personally to the recipient or the person authorized to receive the postal item, according to the sender's instructions regarding either the date and time of delivery, to the indicated address, or the order of delivery, in the case of multiple recipients.

2.20. “Express service” – represents the postal service which involves, cumulatively:

i) the issuance by the supplier to the sender of evidence that allows the supplier to identify the item internally in the postal network and that certifies the date and time of submission, as well as, as a rule, the payment of the fee;

ii) delivery of the postal item to the recipient's address, personally to the recipient or to the person authorized to receive the postal item;

iii) prompt delivery of the postal item;

iv) the supplier's liability for failure to comply with the delivery time (provided for in this document, in accordance with the regulatory acts in force).

2.21. "Insured mail service" - represents the postal service whose particularity consists in insuring a registered postal item against loss, theft, total or partial destruction or damage, for an amount that cannot exceed the value declared by the sender, and in issuing, upon request, after the deposit or delivery of the postal item, proof of deposit of the postal item or delivery to the recipient, without being confirmed in writing by the recipient.

2.22. "Sender" (hereinafter also referred to as "beneficiary") - represents the natural or legal person who initiates the postal item and, personally or through a third party, introduces it into the postal network.

2.23. "Recipient" - represents the person to whom the postal item is addressed.

2.24. "User" – any natural or legal person who benefits from the provision of a postal service as a sender or recipient.

2.25. "Integrator" - means any natural or legal person acting on a contractual basis as an intermediary between one or more senders and the postal service provider, whose activity consists, in whole or in part, in the generation and processing of postal items and their introduction into the postal network of a postal service provider for delivery to the address indicated by the sender. These services provided by the integrator are not postal services.

2.26. "AWB" means the physical or electronic document or unique identifier of a registered postal item, which allows its identification and tracking in the postal network.

2.27. "Essential requirements" - represent the general conditions, non-economic in nature, which impose requirements for the provision of postal services, consisting of: confidentiality of correspondence, ensuring the security of the postal network in the case of the transport of dangerous goods, compliance with the employment conditions, social security systems provided for by legal acts or administrative and regulatory provisions and/or by the collective agreement negotiated between the national social partners, in accordance with national and European Union legislation and, where applicable, data protection, environmental protection and territorial planning rules. Data protection includes the protection of personal data, the confidentiality of information transmitted or stored and the protection of the right to privacy, in compliance with the legal provisions in force.

2.28. "TCE" or "Supplier" means TCE WORLDWIDE SERVICES SRL. For the provision of certain services, TCE may use other postal service providers or subcontractors, without this removing TCE's liability towards the user for the postal service contracted with TCE, within the limits and conditions provided by law and these General Conditions.

2.29. “Commercial offer” – represents the set of offers regarding the provision of postal services, with the exception of individual offers proposed within the framework of direct negotiations.

2.30. “ANCOM” – represents the National Authority for Administration and Regulation in Communications.

Other terms, phrases or definitions applicable in the field can be consulted in:

– Government Emergency Ordinance No. 13/2013 on postal services, with subsequent amendments and supplements

– Government Emergency Ordinance No. 34/2014 on consumer rights in contracts concluded with professionals, as well as for the amendment and completion of certain normative acts, with subsequent amendments and completions

– ANCOM Decision no. 925/2023 regarding the general authorization regime for the provision of postal services

– Decision of the President of ANCOM no. 336/2013 regarding the means and manner of transmission by suppliers of documents, data or information to ANCOM, with subsequent amendments and supplements.

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III. Conditions for accepting postal items for the provision of postal services by TCE

3.1. Types of postal items that are the subject of the services offered and provided by TCE: domestic postal items and international postal items.

3.2. The collection of the postal item is carried out only through access points not serviced by personnel (automatic collection system/locker) or by the supplier's personnel, at access points serviced by personnel or at the address indicated by the sender.

3.3. The identification data and addresses of the sender and recipient must be communicated correctly and completely when placing the order. The sender's data must allow him to be contacted and, if necessary, the shipment to be returned.

In the case of cash on delivery service, the communication and verification of the sender's data are mandatory. TCE may request the information necessary to identify the parties, perform and invoice the service, return the shipment, fulfill legal obligations and resolve complaints.

3.4. In the case of the cash on delivery service, TCE collects from the recipient, upon delivery of the postal item, the amount indicated by the sender and subsequently transfers it to the sender, under the conditions communicated before contracting the service.

Payment of the cash on delivery by the recipient can be made in cash, by bank card or by another method available for the selected service and route.

For domestic shipments, the cash on delivery is collected and transferred in RON. For international shipments, the collection currency and the currency in which the amount is transferred to the sender depend on the destination country and the selected service.

Before contracting the service, TCE will communicate to the sender:
a) the availability of the cash on delivery service;
b) the maximum cash on delivery limit;
c) the payment methods accepted from the recipient;
d) the collection currency and the transfer currency;
e) the applicable commission;
f) the exchange rate or currency conversion rule, if applicable;
g) the deadline for transferring the cash on delivery to the sender.

The amount collected as a refund will be transferred to the bank account indicated by the sender, whose holder is the sender or a person authorized by the contract, within a maximum of 5 working days from the delivery of the shipment and the collection of the refund, unless the offer or individual contract provides for a shorter term. For international services, a different term may be established, which will be communicated before contracting the service.

Cash refund is accepted only within the limits provided by the legislation applicable to cash transactions and within the operational limit of the selected service. When cash payment is not allowed or the limit is exceeded, the refund can be paid by a non-cash method, if available.

Individually negotiated contracts may establish different conditions regarding the limit, currency, commission and transfer term, only to the extent permitted by law and the conditions of the supplier making the delivery.

3.5. The declared value shipping service is only available for services and routes for which this option is displayed or confirmed in writing by TCE.

The general maximum limit of the declared value is 40,000 lei for domestic shipments. For international shipments, the maximum limit may vary depending on the country of destination and the provider performing the service and will be communicated before contracting.

The declared value service fee is 1% of the declared value for domestic shipments and 2% for international shipments, unless the selected service offer expressly states a different fee. The exact fee will be displayed before the order is completed.

The declared value must correspond to the actual value of the goods and must be substantiated by an invoice, receipt, contract, payment statement or other relevant document. Declaring a value does not guarantee acceptance for carriage of goods prohibited or excluded by the terms of service.

Individually negotiated contracts may establish different limits and rates, only to the extent permitted by law and accepted by the provider performing the service.

The sender may request proof of deposit or delivery of the shipment within 9 months of deposit. TCE will communicate the proof within 30 calendar days of the request, in a manner agreed with the sender, at no additional cost.

3.6. TCE offers and provides the confirmation of receipt service and the special delivery service, having as its object only domestic postal items.

3.7. In order to be deposited in the postal network of the TCE provider, postal items must be packaged and labeled (where applicable) according to the nature of the good that is the subject of the postal item and that corresponds to the weight, shape and nature of the content, as well as the mode and duration of transport, by ensuring an opaque outer covering so that the content cannot be viewed and access to the content of the postal items is not possible.

The packaging of postal items is the responsibility of the sender.

To be accepted in the postal network, postal items must meet the following packaging conditions:

1. a) the packaging of the postal item must be carried out in accordance with the nature of the good/content of the postal item, and the item must be packaged in such a way as to prevent damage to the contents under conditions of manual and mechanical handling.

2. b) the packaging must not allow the contents of the postal item to be damaged due to successive handling or pressure, packaging being possible by using cardboard, plywood, wood, plastic, metal boxes and/or non-standard packaging.

3. c) ensuring the tightness of the containers that are the subject of postal items, which must not allow the contents to leak or spill during transport, sorting, handling of postal items and/or damage to the facilities used in the process of sorting, handling, transporting and delivering postal items or other postal items or other goods.

4. d) postal items must be closed and sealed by the sender. TCE does not collect (pick up and/or receive) unclosed and unsealed postal items.

5. e) the transport of postal items requires appropriate packaging, so that the contents of the postal items are sufficiently protected against handling caused by the related equipment, varying climatic conditions (where applicable) and mechanical handling (diagonal drop height from 80 cm).

6. f) postal items containing fragile goods or requiring special handling must be properly packaged and labeled by the sender, using bubble wrap, sawdust, anti-shock polystyrene or other material that attenuates mechanical shock as padding, and must have the label/inscription "Fragile" applied.

The application of the “Fragile” label does not replace the sender’s obligation to use appropriate inner and outer packaging. The label is for information purposes only and does not guarantee exclusively manual handling or separation of the shipment from automated flows, unless TCE has confirmed in writing a special handling service. The sender must ensure that postal items to be picked up/collected and distributed by TCE will not be packaged in several individual postal items linked and/or attached to each other, which will circulate and be transported to the destination under the same single transport document (AWB).

Recommendations, methods and instructions regarding the packaging of postal items, depending on the nature of the goods that may be the subject of postal items, are available to users by publishing on the page  https://www.tcecourier.com/plasare-comanda-curierat   . The data of the recipients and, where applicable, of the senders will also have to contain the telephone number of the unpacker and the sender, respectively, as these are useful to TCE in order to provide efficient postal services.

3.8. Shipments not accepted for collection
TCE does not accept for collection, sorting, transport or delivery:

a) goods whose transport is prohibited by law in Romania, in a transit country or in the country of destination;

b) goods for which special transport, authorization, handling, temperature, security or storage conditions are required that the selected service cannot provide;

c) items that may endanger persons, the environment, installations, means of transport or other postal items;

d) unpackaged or improperly packaged shipments, including those that allow access to the contents or their leakage;

e) shipments that have old labels, barcodes or inscriptions that have not been removed;

f) shipments whose packaging or content is contrary to public order or good morals, under the law;

g) weapons, ammunition, explosives, illegal substances, unauthorized dangerous goods, medical or hazardous waste, human or animal remains and live animals;

h) money, jewelry, precious metals or stones, antiques, works of art and other goods of special value that TCE excludes from standard services;

i) perishable products and goods that require controlled temperature, if the contracted service does not ensure these conditions;

j) Original identity cards, passports, driving licenses, civil status certificates and other official personal documents. These are not accepted regardless of the risk assumed by the sender.

The detailed list of prohibited, non-accepted and conditionally accepted goods is available on the Order Acceptance and Placement Conditions page .

In the case of conditionally accepted goods, the sender must obtain written confirmation from the TCE before handing over the shipment.

3.9. General weight and size limits
The limits applicable to each shipment are displayed in the offer of the selected service and before the order is completed. In the absence of special limits displayed for the selected service, the following general limits apply:
– postal parcel: maximum 31.5 kg/piece;
– length of the longest side: maximum 300 cm;
– length plus circumference: maximum 500 cm, where the circumference is calculated according to the formula 2 × width + 2 × height;
– envelope: format and weight according to the offer of the selected service.
The taxable weight and the rounding rule are displayed to the user before the order is completed. Certain partner providers or certain routes may apply more restrictive limits, which will be presented in the offer of the respective service.

3.10. Each postal item is identified in the postal network by a unique transport document – ​​AWB.

3.11. Domestic and international postal services may be provided by own means, through other postal service providers or through subcontractors, under the conditions provided for in art. 1.2.

3.12. The service fee can be paid by the methods available and displayed before completing the order, including by bank card, bank transfer or other electronic payment instruments accepted by TCE. For customers who have a commercial contract, the payment method and term are those established by the contract and invoice.

3.13. Chargeable weight and verification of shipment characteristics
The rate is calculated based on the chargeable weight, which is the greater of the physical weight and the volumetric weight. For services for which the divisor 6000 is applied, the volumetric weight is calculated as follows:
length × width × height, expressed in centimeters / 6000.

If a service uses a different formula or divisor, they will be displayed before the order is completed.

The sender is obliged to correctly declare the weight, dimensions, number of pieces and nature of the contents. The characteristics of the shipment can be verified upon collection, before it is accepted by the postal network. If the data found differ from those declared, the tariff will be recalculated according to the formula and tariff grid communicated when placing the order.

In the case of a postal service resold by TCE, the verification can be performed upon collection by the provider who actually takes over the shipment, and the tariff adjustment is made according to the formula and tariff valid at the time of the order.

After acceptance of the shipment and determination of its physical characteristics, the tariff will not be modified as a result of a new measurement. The costs related to the services requested subsequently, return, reshipment, address correction or customs formalities are highlighted separately, if they have been previously communicated or accepted by the user.

If the difference in rate is found before the shipment is accepted, the sender will be informed about the recalculation and about the method of paying the difference. If the sender does not accept the recalculated rate, the shipment will not be accepted in the postal network and will be returned or made available to him, according to the conditions previously communicated.

3.14. TCE practices standard rates, as well as negotiated rates, established through contracts concluded with its shippers/beneficiaries.

 IV. Delivery of the postal item to the recipient

4.1. Depending on the service selected, the postal item may be delivered to the address indicated by the sender or to a point of contact, including an automated delivery system. The specific delivery method is displayed or communicated to the user before contracting the service.

If the shipment is available for collection at a contact point or locker, the recipient will be notified in advance via SMS, email, TCE app or other available means. The notification will indicate the collection location, storage period, identification method and the consequences of not collecting the shipment on time.

For the Express service and the special delivery service, the delivery method provided for in art. 4.2 applies.

4.2. In the case of express service or special delivery service, the delivery of the postal item by TCE is carried out at the address indicated by the sender, personally to the recipient or to the person authorized to receive the postal item.

4.3. In the case of the receipt confirmation service, TCE will deliver the postal item that is the subject of this postal service only on condition that the recipient or the person authorized to receive the postal item confirms, in writing, the receipt of the postal item, by indicating the date, the name and surname in clear text, his/her capacity in relation to the recipient and, respectively, by adding his/her signature, on the physical or electronic form used for the respective service by TCE or by the supplier making the delivery.

Proof of receipt confirmation will be sent or made available to the sender, in physical or electronic format, within a maximum of 5 working days from delivery of the shipment.

4.4. In the case of delivery to an automated system, the shipment will be kept in the locker for a minimum period of 36 hours, calculated from the moment of sending the availability notice. The notice will indicate the location of the automated system, the retention period, the method of identification and the consequences of not picking up the shipment. A longer period or the possibility of extending the initial period may be established through the service offer or through an individually negotiated contract.

4.5. If, after collection through an unserved access point, it is found that the shipment does not comply with the acceptance conditions, TCE may suspend processing or refuse to continue the service. The sender will be informed, to the extent possible, of the reason for the refusal and the method of return, collection or remediation. The applicable costs will be those communicated in the service offer or subsequently accepted by the sender.

Failure to pay the full fee may result in the suspension of the service only under the conditions communicated to the user before contracting and in compliance with consumer rights. If the shipment contains prohibited, dangerous or potentially damaging goods, TCE may take the necessary measures to limit the risk, including isolation, handover to the competent authorities, return or destruction, in accordance with the law. The sender may bear the costs generated by false or incomplete information regarding the content, to the extent permitted by law.

4.6. TCE may destroy a postal item that has caused or may cause imminent significant damage to persons, the environment, installations, means of transport or other items, only in compliance with applicable legislation. When circumstances permit, the sender will be informed before taking the measure. TCE will keep evidence of the situation that imposed the measure, the burden of proof being on the Supplier.

V.Terms for storing/returning postal items

5.1. Except for items subject to the Express service, special delivery service or expedited return service, if the postal item cannot be delivered to the recipient or the person authorized to receive it, TCE will send the recipient a notice regarding the attempted delivery or the availability of the item for collection.

The impossibility of delivery may be determined, as the case may be, by one of the following situations:

a) the recipient or authorized person was not found at the address indicated by the sender;

b) the recipient's address is incomplete, incorrect, does not exist or does not allow the identification of the place of delivery;

c) at the indicated address there is no authorized person, recipient or service available to receive the shipment;

d) the recipient did not pick up the shipment from the contact point or from the automatic delivery system within the communicated deadline;

e) for another objective reason, which prevents delivery under the terms of the contracted service.

The notice will be sent via SMS, email, the TCE application or another available means of communication and will include, as appropriate:

a) the date and time of the delivery attempt or the submission of the item at the contact point;

b) the place where the shipment can be picked up;

c) the period during which the item will be kept;

d) the identification method required for collection;

e) the consequences of not collecting the shipment within the deadline.

For items kept at a staffed contact point, the retention period is 5 working days, calculated from the date of transmission of the notice to the recipient.

For items deposited in an automated delivery system, the retention period is a minimum of 36 hours, calculated from the moment the availability notice is sent. The exact applicable period will be mentioned in the notice sent to the recipient.

Longer retention periods or the possibility of extending the initial period may be established through the commercial offer related to the service or through a contract individually negotiated with the sender.

If the shipment is not collected within the communicated deadline or if its delivery remains impossible, TCE will return the shipment to the sender, under the conditions of articles 5.2 and 5.3.

The rate for returning the shipment, if applicable, will be that communicated to the sender in the commercial offer or before completing the order.

5.2. Postal items not delivered to the recipient for one of the reasons provided above will be returned to the sender (with prior notice by means of a notice), to his address, and, in the event of impossibility of delivery to his address (e.g., the sender was not found at the indicated address), the return of the postal item to the sender will be made at the TCE access/contact point. Postal items are returned and charged according to the Commercial Offer and, where applicable, according to the rates agreed separately with the sender through the contract concluded with him based on individual offers.

5.3. The estimated return period is up to 5 business days for domestic shipments. For international shipments, the estimated period is the one communicated for the selected route and may be influenced by the distance, operational schedule, customs formalities and the conditions of the supplier making the return. The period is calculated from the expiration of the retention period or from the date of the finding of the impossibility of delivery, as the case may be. If the returned postal item cannot be delivered to the sender, TCE will notify the sender and will keep the item at the contact point indicated in the notification for a period of 5 calendar days from the date of notification. Upon expiration of this period, the rules regarding postal items that could not be delivered to the recipient or returned to the sender, as provided for in these General Conditions and in the applicable legislation, will apply to the item.

5.4. TCE offers the possibility of returning the postal item with celerity without notifying the recipient and, respectively, without keeping the postal item at his disposal. Thus, in the situation where the sender has requested in writing to the postal provider, at the time of depositing the postal item, the return of the postal item with celerity, without notifying the recipient and, respectively, without keeping the postal item at his disposal, in the event of the impossibility of delivering it to the recipient, TCE will proceed to return the respective postal item according to the sender's option, within the term and according to the procedure established by Art.5.2. and Art.5.3.

5.5. If TCE is unable to deliver the postal item due to the fact that the recipient (or the person authorized to receive the postal item) has refused, as the case may be, to pay the value of the good subject to the Cash on Delivery service or to confirm, in writing, the receipt of the postal item in the case of the Confirmation of Receipt service, TCE will promptly return the respective postal item, within the time limit established according to Art.5.3., as the case may be, without notifying the recipient and, respectively, without keeping the postal item at his disposal.

5.6. The term within which the sender may request proof of delivery or deposit of the registered postal item is 9 (nine) months calculated from the date of collection by the TCE, and the term for its communication to the sender will be 30 (thirty) calendar days calculated from the request, through a method agreed with the sender or integrator (for example, e-mail, on paper, etc.), without implying additional costs for the sender.

5.7. Postal items that could not be delivered to the recipient or returned to the sender will be kept for 9 months from the date of submission. After the expiry of this period, unclaimed postal items become the property of TCE, under the terms of GEO no. 13/2013, except in situations where the nature of the goods or other legal provisions require a different procedure.

5.8. The identity of the recipient or the person authorized to receive the shipment may be verified by presenting an identity document, a PIN code or another identification method communicated for the selected service. The person receiving the shipment on behalf of the recipient may be required to present the power of attorney and their own identity document, as appropriate.

Except for the receipt confirmation service, TCE uses additional methods of identifying the recipient/person authorized to receive the postal item, namely based on a PIN code sent via SMS to the recipient's phone number or to his/her email address indicated by the sender, as well as through the TCE APP application.

5.9. TCE offers Users the availability of electronic monitoring of the postal shipment's progress (track & trace) throughout the entire duration of the collection, sorting, transport or delivery operations of the respective postal shipment, through the website  https://www.tcecourier.com  , as well as through the TCE APP application.

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VI. Guaranteed delivery times and estimated deadlines

6.1.For the Express service for domestic postal items, the guaranteed delivery time is:
a) a maximum of 12 hours for postal items collected and delivered in the same locality;
b) a maximum of 24 hours for postal items collected in a county seat and delivered in another county seat, as well as for items collected and delivered within the same county;
c) a maximum of 36 hours for postal items collected and delivered between any other two localities on the territory of Romania.
The terms are calculated according to the conditions applicable to the Express service and the postal legislation in force.

6.2. In case of exceeding the guaranteed delivery time for the Express service, TCE will refund the fee charged for the respective Express service or, at the express request of the sender, will provide an equivalent postal service free of charge, under the terms of the law.

6.3. TCE does not offer or provide Express service for international postal items.

6.4. For domestic postal services that are not sold with a guaranteed time, the usual estimated delivery time is 1–3 business days from collection. The time is estimated, unless the service offer expressly states that it is guaranteed.

6.5. For international postal items, the estimated delivery time is up to 18 working days from collection, unless another time is indicated in the offer for the destination. Customs formalities, authorities' controls and events that are not attributable to TCE may cause the estimated time to be extended.

6.6. For services that do not have a guaranteed delivery time, exceeding the estimated delivery time does not automatically entail the payment of compensation for delay, unless the commercial offer or individual contract expressly provides for such compensation. The rights of users in the event of loss, theft, destruction or damage to the postal item remain unaffected.

VII. Liability of the postal service provider

7.1. TCE is liable for damage caused by loss, theft, total or partial destruction or damage to the postal item, if the event occurred between the time the item was deposited and the time it was delivered.

TCE is also responsible, under the law, for shipments that are being returned to the sender or integrator, for amounts collected under the cash on delivery service and for documents related to the confirmation of receipt service.

7.2. For domestic postal items, TCE responds as follows:

a) In case of loss, theft or total destruction:

1. with the full declared value, for a postal item that is the subject of a declared value mailing service, including when it is also the subject of a cash on delivery service;

2. with the cash on delivery value, for a postal item that is subject to a cash on delivery service without a declared value;

3. with the amount representing 5 times the service fee, for postal items that are not subject to a declared value mailing service or a cash on delivery service.

b) In case of loss, theft or partial destruction or damage:

1. with the declared value for the missing, destroyed or damaged part or with the share corresponding to the missing weight of the declared value, for postal items that are the subject of a declared value mailing service;

2. with the amount representing 5 times the service fee, for postal items that are not subject to a declared value mailing service.

c) In the case of cash on delivery service:

1. if the shipment was delivered to the recipient without receiving the cash on delivery, TCE is liable for the full amount of the cash on delivery;

2. if the cash on delivery was collected from the recipient, but was not transferred to the sender, TCE is liable for the entire amount of the cash on delivery collected;

3. if the refund was only partially collected or transferred, TCE is responsible for the necessary difference up to the full amount of the refund.

7.3. To the compensation provided for in art. 7.2, the legal penalty interest shall be added, which shall run from the moment of filing the preliminary complaint or, as the case may be, of filing the lawsuit, regardless of which of these moments occurs first.

7.4. Complete loss of content is equivalent to loss of postal item.

7.5. In the event that the sender declared a lower value of the postal item than the actual value, the compensation is at the level of the declared value.

7.6. In addition to the compensation due, TCE will also refund the fees collected upon submission of the postal item, with the exception of the fee for the service with declared value. In the event of loss or partial destruction or damage, the refund of the fee is made under the conditions provided by law.

7.7. In the event of failure to provide services that constitute additional features of postal services and that were requested by the sender through special instructions, TCE undertakes to refund the additional fees charged for those services, compared to the fee applicable to the standard postal service.

7.8. In the event of loss of proof of delivery of the postal item subject to the receipt confirmation service, confirmed in writing by the recipient, TCE is obliged to prepare and make available to the sender a duplicate of the proof of delivery.

7.9. For international postal items, TCE is liable according to these General Conditions, the applicable Romanian legislation, the mandatory international norms and the special conditions communicated for the selected service. The special conditions cannot limit the user's rights below the minimum level established by the applicable mandatory legislation.

7.10. The sender may waive his right to compensation in favor of the recipient.

7.11. TCE is exempt from liability in the following situations:

a) the damage occurred as a result of the act of the sender or recipient.

b) the postal item was received without objection by the recipient, except in cases where the law allows for the subsequent filing of a claim regarding the loss, theft, destruction or damage to the contents.

c) the damage occurred as a result of a force majeure or fortuitous event. If the postal service was not provided due to a force majeure or fortuitous event, the sender has the right to a refund of the fees paid, with the exception of the fee for the service of sending with declared value, under the conditions provided by law.

7.12. TCE is not liable and cannot be held liable for special, indirect losses (loss of profit, income, interest, sales markets, auctions, damage to image) or other indirect damages and losses resulting from the delay, loss, destruction, defective delivery or non-delivery of postal items. This limitation does not apply in cases where liability cannot be excluded or limited by law and does not affect the mandatory rights of consumers.

7.13. TCE is not liable for the alteration of magnetic, electronic media or other sensitive goods when this is the inevitable consequence of legal security or customs controls, provided that the damage was not caused or aggravated through TCE's fault.

7.14. TCE's use of another postal provider or subcontractor does not remove TCE's contractual liability towards the user, within the limits established by law and these General Conditions.

 VIII. Online contracts with consumers

8.1. Information before ordering
Before completing the order, the consumer is presented in a clear form: the main characteristics of the service, the identity and contact details of the TCE, the total price with all taxes included, the method of calculating any variable costs, the payment and execution methods, the estimated or guaranteed delivery time, the conditions for accepting the shipment, the complaints procedure and the conditions for termination or withdrawal, as appropriate.

8.2. Total price
The total price of the order will be displayed before the order is placed and will include the transport fee, fuel index, additional services, VAT and any other known applicable costs. Costs that cannot be calculated in advance will be explained together with the calculation method. The consumer is not liable for additional costs that he was not clearly informed about before placing the order and that he did not expressly accept.

8.3. Order with payment obligation
The button through which the consumer completes the order will be clearly marked with the wording "Order and pay" or with an equivalent wording indicating the payment obligation.

8.4. Confirmation of the contract
After placing the order, the consumer will receive confirmation of the contract by e-mail or by another means of communication on a durable medium. The confirmation will include or allow access to the General Conditions applicable to the order, in PDF format or through a permanent link to an archived and unmodifiable version thereof, as well as essential information regarding the ordered service, the total price and the method of resolving complaints.

8.5. Cancellation and right of withdrawal
The consumer may request cancellation of the order before collection and acceptance of the shipment in the postal network. If the execution of the service has not started and TCE has not incurred costs for processing the order, the amount paid will be refunded in full.

If the performance of the service began at the express request of the consumer, and the right of withdrawal is applicable, the consumer may owe an amount proportional to the services actually provided until the date of withdrawal, under the terms of GEO no. 34/2014.

If the service has been fully performed, the right of withdrawal is lost only if the performance began with the express prior consent of the consumer and after his confirmation that he understands that he will lose his right of withdrawal after complete performance.

In situations where a legal exception to the right of withdrawal is applicable to the service, the consumer will be clearly informed before completing the order.

The cancellation or withdrawal request can be sent to suport@tceholding.ro or through the electronic function available on the TCE platform.

IX. Complaints resolution mechanism

9.1. Who can file a complaint
The complaint can be filed by the sender, the recipient or their legal or conventional representative. The right to file a complaint is not conditional on the existence of the right to compensation. Compensation is granted to the entitled person according to the applicable legislation and these General Conditions.

9.2. How to submit a complaint
The complaint must be made in writing and can be:
a) sent by e-mail to international@tceholding.ro;
b) sent via the TCE APP application to the Tickets section https://app.tceholding.ro/sts/tickets ;
c) submitted to the headquarters of TCE WORLDWIDE SERVICES SRL in Bucharest, Drumul Săbăreni Street no. 24–26, sector 6;
d) sent via postal service to the same address.

Telephone complaints may be taken over for assistance. If the complaint is not registered directly by TCE as a written complaint and does not receive a registration number, the user will be informed that they must submit the complaint through one of the written methods provided above.

9.3. Registration of the complaint
Each complaint is assigned a registration number. The number will be communicated to the complainant by the method used to submit the complaint or by the method requested by him. The registration number will be communicated without undue delay after receipt of the complaint. For complaints submitted electronically, confirmation will be sent to the e-mail address associated with the request.

9.4. Submission deadline
The preliminary complaint may be submitted within 6 months from the date of submission of the postal item. The date of submission of the complaint is the date of its transmission by the means chosen by the complainant, proven by electronic confirmation, registration number, postal confirmation or document issued at the headquarters.

9.5. Necessary information
In order to identify and analyze the complaint, the complainant will communicate, to the extent that they are available:
– order or AWB number;
– name and contact details;
– capacity as sender, recipient or representative;
– description of the situation complained of and the request made;
– relevant documents and evidence, such as the invoice or document justifying the value of the contents, photographs of the goods and packaging, report of findings or other available documents.

The absence of documents that are not essential for the identification of the submission does not prevent the registration of the complaint. The TCE may subsequently request additional information necessary for the resolution. The TCE will communicate to the complainant which additional documents are required and why they are relevant. Requesting additional documents does not change the initial date of registration of the complaint.

9.6. Complaints regarding damage
In the event of damage, the user is asked to keep the good, the inner and outer packaging, the shipping label and any other relevant elements until the analysis is completed or until TCE instructions are communicated.

9.7. Settlement deadline
The settlement deadline for the complaint is a maximum of 3 months from the date of its submission to the TCE. The reasoned response will be sent in writing to the postal or electronic address indicated by the complainant.

9.8. Payment of compensation
If the complaint is justified, the compensation will be paid within a maximum of 30 calendar days from the communication of the solution, without the solution and payment exceeding the maximum term of 3 months calculated from the filing of the complaint. The payment of the compensation established by the resolution of the complaint is not conditional on the user submitting a new request after the complaint is admitted.

To make the payment, TCE may request the bank details of the entitled person. The lack of a bank account at the time of submission does not prevent the registration and analysis of the complaint. The payment of compensation is made by bank transfer to the account communicated by the entitled person or by another method agreed in writing.

9.9. Person entitled to compensation
Compensation is granted to the sender. The sender may waive his right to compensation in favor of the recipient, under the terms of the law. The sender's waiver in favor of the recipient shall be transmitted in writing and must allow the identification of the shipment, the sender and the recipient. TCE may request verification of the identity and capacity of the persons involved.

9.10. Transfer of ownership of the goods
The granting of compensation cannot be conditioned by the transfer of ownership of the goods to TCE, with the exceptions expressly permitted by the legislation applicable to insured shipments and cash on delivery shipments, in the event of loss, theft or total destruction.

9.11. Notification to ANCOM or the court
If the prior complaint has not been resolved within the term provided for in art. 9.7 or if the user is dissatisfied with the solution communicated by the TCE, he may notify the National Authority for Administration and Regulation in Communications – ANCOM.

The notification addressed to ANCOM must be accompanied by proof of the completion of the prior complaint procedure addressed to the TCE and by the relevant documents relating to the postal item and the damage claimed. Information on how to submit the notification is available on the ANCOM page – Notify ANCOM regarding postal services .

The user may address the competent court within the one-year limitation period, calculated from the date of submission of the postal item. Prior notification to ANCOM is not mandatory for filing a lawsuit in court.

For disputes with a consumer, alternative dispute resolution mechanisms made available by the competent authorities may also be used, under the conditions of applicable legislation.

9.12. These General Conditions are supplemented by the mandatory provisions of Government Emergency Ordinance no. 13/2013 on postal services, ANCOM Decision no. 925/2023, Government Emergency Ordinance no. 34/2014, when the user is a consumer, as well as other applicable normative acts. In the event of a conflict, the mandatory legal provisions prevail. The conditions of acceptance and the information presented to users have been structured taking into account the recommendations published by ANCOM on September 2, 2026.

9.13. These General Conditions, apply to all orders placed starting from September 5, 2026. Orders placed before this date shall be subject to the version of the General Conditions accepted by the user at the time of conclusion of the contract.

TCE WORLDWIDE SERVICES SRL

Fecioru Flavian Mihai                                                                                                                           Bucharest September 2026