SpeedPack.ie Terms and Conditions

COURIER PLATFORM

Dear Customer,

1) ABOUT US

1. Speedpack is owned by Krzysztof Kwiatkowski, trading as Speedpack, registered with the Companies Registration Office Ireland under number 429839, with place of business and correspondence address: DMG House, Deansgrange Business Park, Kill Lane, Deansgrange, Blackrock Co Dublin, Ireland; email: kontakt@speedpack.com.pl; phone numbers: +44 20 3608 7474, +353 1 697 2177, +48 54 4219 191.
2. The Service Provider operates the Website and is responsible for the proper provision of the Service and the Electronic Services, including the proper functioning of the Order Form and the provision of shipment transport services. The Service Provider may use subcontractors (Couriers) in the performance of the Transport Agreement, which does not release the Service Provider from liability towards the Customer.
3. The data controller for personal data processed on the Website in connection with the performance of these Terms and Conditions is the Service Provider. Personal data is processed for the purposes, to the extent, and on the bases and principles set out in the privacy policy published on the Website. The privacy policy contains in particular the rules for processing personal data by the controller on the Website, including the bases, purposes, and scope of personal data processing, the rights of data subjects, and information on the use of cookies and analytical tools on the Website. Use of the Website is voluntary. Likewise, the provision of personal data by users of the Website is voluntary, subject to the exceptions set out in the privacy policy (conclusion of a contract and the Service Provider’s statutory obligations).

2) DEFINITIONS

1. The definitions used in these Terms and Conditions have the following meanings:
   1. BUSINESS DAY – one day from Monday to Friday, excluding public holidays.
   2. ORDER FORM – an Electronic Service; an interactive form available on the Website that allows the Customer to place an Order, in particular by selecting the type of shipment and other additional services covered by the Transport Agreement.
   3. CUSTOMER, SERVICE USER – (1) a natural person with full legal capacity (and, where permitted by applicable law, also a natural person with limited legal capacity); (2) a legal person; or (3) an organisational unit without legal personality to which the law grants legal capacity; who has concluded or intends to conclude a Transport Agreement with a Courier, or who uses or intends to use an Electronic Service.
   4. ACCOUNT, CUSTOMER ACCOUNT – an Electronic Service; a collection of resources in the Service Provider’s IT system identified by an individual email address and password set by the Service User, in which data provided by the Service User and information about Orders placed by them on the Website is stored.
   5. COURIER – a third party in relation to the Service Provider, being a party to the Transport Agreement and indicated on the Website at the time the Order is placed. The Courier is selected by the Customer when placing the Order from the options available on the Website. The Courier always enters into and performs the Transport Agreement within the scope of its business activity.
   6. NEWSLETTER – an Electronic Service; an electronic distribution service provided by the Service Provider via email, allowing all Service Users to automatically receive recurring editions of the newsletter from the Service Provider, containing information about new developments and promotions on the Website.
   7. TERMS AND CONDITIONS – these Terms and Conditions of the Website.
   8. COURIER TERMS – the Courier’s terms and conditions setting out the general terms of the Transport Agreement. The terms and conditions of the Couriers available on the Website are available on the Couriers’ websites and are listed in Annex 1 to these Terms and Conditions.
   9. WEBSITE, SERVICE, SPEEDPACK – the Service Provider’s website available at https://speedpack.ie.
   10. TRANSPORT AGREEMENT – an agreement for the provision, for a fee, of services relating to the transport of a shipment (including its collection, transit, and delivery) by the Service Provider on the terms set out therein. The Transport Agreement is concluded in accordance with the Order previously placed by the Customer and on the terms set out in these Terms and Conditions.
   11. COOPERATION AGREEMENT – an agreement concluded outside the Website between the Service Provider and the Customer setting out cooperation terms different from these Terms and Conditions, in particular as regards payments for the Service. Matters not governed by the Cooperation Agreement are subject to these Terms and Conditions.
   12. ELECTRONIC SERVICE – a service provided electronically by the Service Provider to the Service User via the Website in accordance with these Terms and Conditions.
   13. SERVICE – the service provided by the Service Provider consisting in facilitating the placement of an Order by the Customer with the Courier and the conclusion of the Transport Agreement between the Customer and the Courier.
   14. SERVICE PROVIDER – Krzysztof Kwiatkowski, trading as Speedpack, registered with the Companies Registration Office Ireland under number 429839, with place of business and correspondence address: DMG House, Deansgrange Business Park, Kill Lane, Deansgrange, Blackrock Co Dublin, Ireland; email: kontakt@speedpack.com.pl.
   15. ORDER – a declaration of intent by the Customer submitted via the Order Form and aimed directly at concluding a Transport Agreement with the Service Provider.
   16. PIGGY BANK – the loyalty programme operating within the Website, allowing Points to be accumulated for paid Orders and used to pay for future Orders, on the terms set out in section 17 of these Terms and Conditions.
   17. POINTS – funds accumulated in the Piggy Bank, credited once payment for an Order has been received, usable exclusively in accordance with the Loyalty Programme rules set out in section 17 of these Terms and Conditions.

3) ABOUT THE SPEEDPACK SERVICE

1. Speedpack is a courier and transport platform that enables the Customer to order parcel and pallet transport services on the Poland ↔ Ireland route and on other domestic and international routes. We provide transport services as a carrier — SpeedPack is responsible to the Customer for the full performance of the Transport Agreement, irrespective of whether the transport is carried out by us directly or with the involvement of subcontractors.
2. The Couriers available on the Website are:
   1. UPS Polska Sp. z o.o. z siedzibą w Warszawie (adres siedziby: 01-222 Warszawa, ul. Prądzyńskiego 1/3), REGON: 010771280, NIP: 5221004200, numer KRS 0000036680.
   2. General Logistics Systems Poland Sp. z o.o. z siedzibą w Głuchowie (adres siedziby: ul. Tęczowa 10, Głuchowo, 62-052 Komorniki), REGON: 631058749, NIP: 7851561831, numer KRS 0000005009.
   3. DHL Express (Poland) Sp. z o.o. z siedzibą w Warszawie (adres siedziby: 02-823 Warszawa, ul. Osmańska 2), REGON: 012005407, NIP: 5270022391, numer KRS 0000047237.
   4. FedEx Express Polska Sp. z o.o. z siedzibą w Warszawie (adres siedziby: 00-526 Warszawa, ul. Krucza 16/22), REGON: 01061225, NIP: 5261005306, numer KRS 0000037973.
   5. DPD Polska sp. z o.o. z siedzibą w Warszawie (adres siedziby: 02-274 Warszawa, Mineralna 15), REGON: 012026421, NIP: 5260204110, numer KRS 0000028368.
   6. Poczta Polska S.A. z siedzibą w Warszawie (adres siedziby: 02-274 Warszawa, ul. Rodziny Hiszpańskich 8), REGON: 01068496, NIP: 5250007313, numer KRS 0000334972.
   7. Interlink Ireland Limited (trading as DPD / DPD Ireland) registered with the Companies Registration Office Ireland under number 113012, registered office: Athlone Business Park, Dublin Road, Athlone, Co. Westmeath, Ireland.
   8. JMC Van Trans Limited registered with the Companies Registration Office Ireland under number 153390, registered office: Moneenalion Commons Lower, Kingswood Business Park, Dublin D22 E9C3, Ireland.

4) PLACING AN ORDER, CONCLUSION OF THE TRANSPORT AGREEMENT

1. The Customer does not need to log in to a Customer Account on the Website in order to place an Order. An Order can also be placed without holding an Account. However, if the Order is placed by a Customer logged in to their Account, information about Orders placed on the Website is available within that Account. Holding and logging in to an Account is required for Customers who have signed a Cooperation Agreement, as only in this case may they benefit from the alternative terms set out in the Cooperation Agreement.
2. The conclusion of the Transport Agreement between the Customer and the Courier follows this process:
   1. The Customer places an Order for a shipment and other services to be covered by the Transport Agreement in accordance with these Terms and Conditions and the Courier Terms, using the Order Form.
   2. Once the Order is placed (by the Customer clicking the “Place Order” field on the Order Form), it is immediately acknowledged and accepted for processing — at this moment the Transport Agreement between the Customer and the Service Provider is concluded. Acknowledgement and acceptance of the Order is provided by displaying the relevant information on the Website, in the appropriate tab of the Customer Account (for Customers logged in to their Account), and additionally by sending a confirmation to the email address provided by the Customer.
3. An Order placed via the Order Form must contain at least — in line with the information shown on the Website: the sender’s and recipient’s details (full name / company name; collection and delivery address — street, house/flat number, postcode, town, email address, contact phone number), shipment details (depending on the Courier selected — type of shipment, number of shipments, dimensions, weight, any special features), and any additional information for the Courier.
4. The Customer must provide accurate shipment data. Providing incorrect dimensions, weight, or other information may give rise to an obligation on the Customer to pay additional costs in accordance with the Courier Terms, unless the incorrect data is the result of circumstances for which the Customer is not responsible.
5. The Order placed by the Customer must comply with the Courier Terms of the Courier selected. In the event of non-compliance, the Courier may refuse or suspend execution of the Order in accordance with its Courier Terms. In such cases the Customer may contact the Courier directly to agree on how to proceed with the Transport Agreement in accordance with the Courier Terms. The Service Provider, as part of the Service, provides the Customer with the necessary support to ensure the correct performance of the Transport Agreement.
6. The content of the Transport Agreement being concluded is recorded, secured and made available through (1) the publication of these Terms and Conditions on the Speedpack website, and (2) the message referred to in section 4.2 of these Terms and Conditions.

5) THE SERVICE, TRANSPORT AGREEMENT, DELIVERY TIME

1. The Service is provided by the Service Provider. The Service covers the provision, for a fee, of shipment transport services for the Customer. The Service Provider is obliged to perform the Service free of defects. The Service is provided promptly after the Customer places an Order.
2. The Transport Agreement is concluded between the Customer and the Service Provider via the Website on the terms set out in the Order and these Terms and Conditions. The subject of the Transport Agreement is the services selected by the Customer in the Order relating to the transport of the shipment (including its collection, transit, and delivery) provided by the Service Provider. The Service Provider is obliged to perform the Transport Agreement free of defects.
3. The delivery time for the Transport Agreement is in line with the Courier Terms or with the information provided to the Customer by the Service Provider at the time the Transport Agreement is concluded.
4. The delivery time begins to run from the day on which the Service Provider’s bank or settlement account is credited or, in the case of cash on delivery or cash payment on collection at a Courier pick-up point, from the day the Transport Agreement is concluded.
5. Speedpack is liable only for actual, proven losses suffered by the Customer as a result of non-performance or improper performance of the Service or additional Services, i.e. excluding lost profits, gains, or income of the Customer or any third party, unless caused by Speedpack’s wilful misconduct.
6. In the event of delay in delivering a domestic commercial shipment, if the Customer can prove resulting damage, Speedpack (or any subcontractor performing the service) shall pay compensation equal to the actual loss suffered, but no more than twice the fee for the delayed Service.
7. In the event of delay in delivering an international commercial shipment, if the Customer can prove resulting damage, Speedpack (or any subcontractor performing the service) shall pay compensation equal to the actual loss suffered, but no more than the fee for the delayed Service.
8. Filing a complaint does not release the Customer from the obligation to pay sums due to Speedpack for the services provided.
9. The Service Provider makes available to the Customer, on the Website, the ability to check the status of the Transport Agreement and to track shipments sent by the Customer.

6) CHARGES FOR USING THE WEBSITE

1. The Service is provided for a fee, which also includes remuneration due to the Courier / Service Provider under the Transport Agreement concluded, including any additional charges under the Courier Terms that may arise from the Customer providing inaccurate shipment data.
2. The Customer is obliged to pay the charges for the Service. The Customer’s obligation to pay arises at the moment the Transport Agreement is concluded.
3. The charges for the Service shown on the Speedpack website are quoted in euro and include taxes. The Customer is informed of the total charges for the Service including taxes, of any other costs, and — where the amount of such charges cannot be determined — of the obligation to pay them, on the Website while placing the Order via the Order Form, always before the Transport Agreement is concluded (i.e. before the Customer expresses the intention to be bound by the contract).
4. Payment for the Service is made to the Service Provider. The Service Provider settles with subcontractors on its own account.
5. The payment methods and terms below apply to Customers without a Cooperation Agreement or who place Orders without being logged in to their Customer Account. For Customers with a Cooperation Agreement, payment methods and terms are set out in that Cooperation Agreement.
6. The Website offers the following payment methods for the Service:
   1. cash on delivery at the time the shipment is delivered;
   2. cash payment on personal collection at the Courier’s pick-up point;
   3. bank transfer (the account number will be sent to the Customer by email after the Order is placed);
   4. payment via electronic payments and card payments offered on the Website. Electronic and card payment transactions are processed according to the Customer’s choice:
      1. via Przelewy24 (formerly Dotpay). Electronic and card payment processing is provided by PayPro S.A., registered office: ul. Pastelowa 8, 60-198 Poznań, Poland, Polish tax ID (NIP) 7792369887; or
      2. via PayPal.com – PayPal (Europe) S.à r.l. & Cie, S.C.A., 5th floor, 22–24 Boulevard Royal, L-2449, Luxembourg.
      3. via RealexPayments.com – Pay and Shop Limited, registered office and correspondence address: The Observatory, 7-11 Sir John Rogerson’s Quay, Dublin 2, Ireland, registered with the Companies Registration Office Ireland under number 324929.
7. The Customer selects the payment method when placing the Order via the Order Form.
8. The Customer is required to pay for the Service promptly after the Transport Agreement is concluded, and no later than seven days from the date it was concluded.
9. The start of performance of the Transport Agreement may depend on the Customer’s payment — in accordance with section 5.4 of these Terms and Conditions.

7) WAYBILL

1. The Service Provider issues the waybill to the Customer in line with the start of the delivery time set out in section 5.4 of these Terms and Conditions.
2. The waybill is provided to the Customer by sending it as a PDF to the email address provided when placing the Order and by making it available for download in their Customer Account.
3. The Customer must print the waybill provided by the Service Provider, affix it securely to the shipment, and hand it over to the Courier in person or via a designated third party.
4. If the Customer does not print the waybill provided by the Service Provider, they must issue, or arrange for the Courier to issue, a waybill matching the content of the waybill provided by the Service Provider (in particular, ensuring the accurate inclusion of sender and recipient details and any additional shipment instructions or declarations — for example COD options), and then affix it securely to the shipment and hand it to the Courier in person or via a designated third party.

8) CUSTOMER OBLIGATIONS UNDER THE TRANSPORT AGREEMENT

1. The Customer who is a party to the Transport Agreement is required to pay the price for it and to reimburse expenses and fees incurred by the Courier / Service Provider for the proper performance of the Transport Agreement in accordance with the Customer’s Order. The Customer is informed of the total Service charges including taxes, of any other costs, and — where the amount cannot be determined — of the obligation to pay them, on the Website while placing the Order via the Order Form, always before the Transport Agreement is concluded.
2. The Customer must pay any costs incurred by the Service Provider or the Courier as a result of the Customer providing inaccurate data in the Order, unless the inaccuracy is the result of circumstances for which the Customer is not responsible.
3. The Customer is required to cover the cost of a so-called “wasted journey” to the sender’s address where collection of the shipment does not take place through the sender’s fault — the charge is €8.
4. Where delivery of the shipment does not take place for reasons attributable to the Customer or the recipient (in particular: absence, refusal to accept, incorrect or incomplete address details, lack of contact with the recipient, misleading the Service Provider as to the contents, dimensions, weight, or other features of the shipment, and any other circumstances arising from the Customer’s fault or actions), the shipment is held in the Service Provider’s warehouse. The Service Provider is entitled to charge a storage fee of up to €20 (twenty euro) for each commenced day of storage, accruing from the first day after the failed delivery attempt or after the shipment arrives at the Service Provider’s warehouse. The fee is determined individually depending on the type and dimensions of the shipment (parcel, pallet, furniture, non-standard items) and the warehouse space it occupies. After 30 days from the start of storage, if the Customer does not collect the shipment or provide a new delivery address, the Service Provider is entitled to return the shipment to the sender’s address at the Customer’s expense or, if return is not possible or the Customer does not cover its cost, to dispose of the shipment with no right to compensation. Storage, return, or disposal costs are borne by the Customer and may be pursued separately from charges under the Transport Agreement.
5. Payments referred to in sections 8.1 and 8.2 of these Terms and Conditions are pursued from the Customer by the Service Provider as part of the Service.
6. The Customer must not send shipments via the Website that constitute dangerous goods under applicable law on the transport of dangerous goods.
7. The Customer must cooperate in the performance of the Transport Agreement, in particular by:
   1. providing accurate data in the Order, in particular as regards the type, weight and dimensions of the shipment and the delivery address,
   2. preparing the shipment for transport, handing it over and (for shipments over 31.5 kg) loading it — in person or via a designated third party — to the Courier / Service Provider, properly packed (i.e. in a condition allowing safe transport and delivery without loss or damage) at the address indicated in the Order,
   3. printing the waybill provided by the Service Provider, affixing it securely to the shipment, and handing it over — in person or via a designated third party — to the Courier / Service Provider,
   4. where possible, notifying the recipient of the planned shipment, including the requirement to provide unloading conditions where necessary,
   5. informing the recipient of their right to request the Courier / Service Provider to draw up a report on the condition of the shipment and the circumstances of any damage, if the shipment is found to be damaged or short before delivery,
   6. informing the recipient of their right to request the Courier / Service Provider, immediately upon discovering damage and no later than 7 days from the date of delivery, to draw up a report on the condition of the shipment, where loss or damage not externally visible at delivery is discovered after the shipment is handed over,
   7. handing over to the Courier / Service Provider — in person or via a designated third party — any documents required under customs, tax, and administrative regulations.
   8. The Customer must secure the shipment in accordance with the packing instructions available on the Service Provider’s website at: https://www.speedpack.ie/jak-pakowac/.
   9. If the shipment is improperly packed or packed contrary to accepted rules, Speedpack may secure the shipment, charging between €10 and €20 depending on the quantity of packaging materials used.

9) CONTACT US

1. The primary form of ongoing remote communication with you is email (kontakt@speedpack.com.pl) and traditional mail (DMG House, Deansgrange Business Park, Kill Lane, Deansgrange, Blackrock Co Dublin, Ireland), through which you will exchange information with us regarding the use of the Website.
2. For Customers who are not consumers, we treat persons contacting us about an Order and the relevant agreement on your behalf as duly authorised to act for you in respect of that Order or agreement.

10) ITEMS EXCLUDED FROM TRANSPORT

• Car parts — bumpers, windscreens, bonnets, doors, tailgates and other large bodywork parts;
• Human remains or ashes;
• Live animals, fish, birds, furs, and ivory;
• Plants;
• Precious metals, coins and banknotes, bearer transferable documents, and precious stones;
• Jewellery, watches, and items made of precious metals;
• Illegal goods;
• Antiques and works of art;
• Plaster, porcelain, brass and similar sculptures;
• Documents;
• Excise bands and customs labels;
• Alcoholic beverages;
• Tobacco products;
• Dangerous goods;
• Full firearms, ammunition and explosives;
• Firearm parts;
• Imitations and replicas of firearms, explosive components or ammunition;
• Air guns and pneumatic weapons;
• Perishable goods and items requiring special transport conditions;
• Glass, porcelain, china, and any other similar fragile items;
• Other goods whose properties may pose a risk to the health of persons handling them, or may damage or destroy other shipments;
• Liquids of any kind (without exception) that could leak and damage other Customers’ shipments;

• Shower trays, bathtubs, toilets, basins, shower enclosures, etc.;
• Radiators of any kind;
• Windows, glass panels, window sills;
• Fencing, gates, wickets, etc.;
• Upholstered and flat-packed furniture;
• Pictures of any kind;

We have created additional services dedicated to the transport of such items — please use them when ordering.

1. If a Customer acting as sender breaches the above provisions, the Service Provider is entitled to claim a contractual penalty of €500 under the Transport Agreement.

CUSTOMS CLEARANCE – NORTHERN IRELAND

1. Speedpack is a carrier and does not provide customs agency services. The Service Provider does not carry out customs clearance on its own behalf.
2. Following the United Kingdom’s withdrawal from the European Union, shipments destined for or sent from Northern Ireland may be subject to customs procedures under the Protocol on Ireland / Northern Ireland (Windsor Framework). This applies in particular to commercial goods, goods subject to import or export restrictions, and shipments whose value exceeds the thresholds set out in the applicable customs regulations.
3. Notification requirement. The Customer must inform the Service Provider in advance — no later than when placing the Order — that the shipment is destined for or sent from Northern Ireland and may require customs clearance. The Customer should provide the nature of the goods, their value, and any information necessary for the customs procedure to be carried out properly.
4. Cooperation with customs agents. The Service Provider works with licensed customs agencies and may assist the Customer in arranging customs clearance. Customs clearance costs are borne by the Customer. The Service Provider will inform the Customer of estimated clearance costs before clearance is commissioned.
5. Customer’s responsibility. The Customer is fully responsible for the accuracy and completeness of customs documentation and for the declared contents of the shipment matching reality. If a shipment is held by customs authorities due to missing or incorrect documentation provided by the Customer, the Service Provider is not liable for any delivery delays or costs associated with the hold.
6. Private shipments. Private shipments (personal effects, used goods, gifts) destined for or sent from Northern Ireland generally do not require customs clearance, provided their value does not exceed the applicable thresholds and they do not contain restricted goods. In case of doubt, the Customer should contact the Service Provider before sending the shipment.
7. Failure to notify. If the Customer fails to inform the Service Provider of the need for customs clearance and the shipment is held by customs authorities, the Customer shall bear all costs associated with clearance, storage, return, or disposal of the shipment. The Service Provider will use reasonable efforts to assist but does not guarantee timely delivery of such a shipment.

11) SHIPMENT INSURANCE

1. Every shipment sent through the Service is covered by basic insurance (included in the service price). The Client may additionally purchase extended insurance for an extra charge.
2. Basic insurance limits (included):

   Category	Shipment types	Limit
   Parcels	envelopes, standard parcels, oversized parcels, online purchases	up to €200
   Pallets & large items	pallets (120×80/100/120), non-standard pallets, furniture, mattresses, TVs, appliances, bicycles	up to €500
   Specialist transport	windows (loose & palletised), motorcycles, cars, house moves, quote-based loads	up to €1,000

3. Extended insurance (for an additional charge):

   Category	Extended coverage	Cost
   Parcels	up to €500	+€5 (flat fee)
   Pallets & large items	up to full declared value	3% of value above €500
   Specialist transport	up to full declared value	3% of value above €1,000

4. Extended insurance can be purchased when placing an Order in the Order Form. Selecting extended insurance requires declaring the shipment value.
5. Compensation is paid up to the actual value of the shipment, not exceeding the selected insurance limit (basic or extended).
6. The following shipments are excluded from insurance:
   • electronic equipment not packed in original factory packaging with all original polystyrene inserts;
   • items bundled together and packed collectively (except multiple parcels on a single pallet);
   • items packed contrary to the Service Provider’s guidelines — in bags, suitcases, or holdalls;
   • fragile and delicate items (glass, porcelain, lamps) not packed in original manufacturer packaging designed for road transport;
   • porcelain, brass, and similar decorative sculptures;
   • shipments whose contents were incorrectly declared in the Order Form.
7. For shipments valued above €500 (parcels) or above the basic insurance limits (other categories), the Client should purchase extended insurance. Failure to do so means compensation will be limited to the basic insurance limit.

12) COMPLAINTS REGARDING TRANSPORT

1. The Service Provider bears full responsibility for the performance of the Transport Agreement towards the Client, regardless of whether the transport is carried out directly or through subcontractors. The Client shall submit complaints exclusively to the Service Provider.
2. Upon delivery — The Client or the recipient should inspect the shipment in the presence of the courier. If damage or shortage is found:
   1. refuse to accept the shipment or accept it with a written reservation;
   2. draw up a damage report with the courier (if possible);
   3. take photographs of the external packaging and contents.
3. Deadlines for filing a complaint:
   1. visible damage at delivery — immediately, no later than 7 days from the date of delivery;
   2. hidden damage (discovered after opening) — 7 days from the date the damage was discovered;
   3. delivery delays, loss, or other irregularities — 14 days from the date the shipment was due to be delivered or was delivered.
4. How to file a complaint:
   1. by email to: kontakt@speedpack.com.pl;
   2. in writing to: DMG House, Deansgrange Business Park, Kill Lane, Deansgrange, Blackrock Co Dublin, Ireland;
   3. via the Customer Panel (for registered users).
5. A complaint should include:
   1. the complainant’s full name (or company name) and contact details;
   2. the shipment tracking number;
   3. the date of dispatch and the date of delivery (or expected delivery date);
   4. a description of the issue and the grounds for the complaint;
   5. the amount claimed;
   6. full photographic documentation — external packaging, protective materials used, and damaged contents (if applicable);
   7. the damage report drawn up with the courier (if available);
   8. a copy of the waybill or order confirmation.
6. The Service Provider shall process the complaint without undue delay, no later than 30 days from the date of receipt. A response shall be provided by email or in writing.
7. Compensation — where a complaint is upheld, compensation shall be paid up to the actual value of the shipment, but no more than the liability limits set out in section 11 of these Terms and Conditions (Insurance). Compensation shall be paid by bank transfer to the account specified by the Client.
8. Lost shipments — a shipment shall be deemed lost if it has not been delivered to the recipient within 30 days of the planned delivery date. The complaint procedure shall commence automatically after this period expires. If the shipment is found after compensation has been paid, it shall become the property of the Service Provider.
9. Filing a complaint does not release the Client from the obligation to pay for the service on time.
10. Nothing in these Terms and Conditions affects the statutory rights of a Customer who is a consumer under the Consumer Rights Act 2022, including, where the service is not in conformity with the contract, the right to reperformance, a price reduction, or to withhold outstanding payment until the service is brought into conformity.

13) WITHDRAWAL FROM CONTRACT

1. This section applies only to Customers who are consumers.
2. Under applicable consumer law, the right to withdraw from a distance contract does not apply to consumers in respect of contracts (1) for the provision of services relating to accommodation other than for residential purposes, the carriage of goods, vehicle hire, catering, or services connected with leisure, entertainment, sporting, or cultural events, where the contract specifies a particular date or period for performance; (2) for services where the trader has fully performed the service with the consumer’s express prior consent and acknowledgement that they will lose the right of withdrawal once performance is complete; (3) for the supply of goods made to the consumer’s specifications or clearly personalised; (4) for the supply of digital content not on a tangible medium where performance has begun with the consumer’s express prior consent and acknowledgement that they will thereby lose the right of withdrawal.
3. Subject to section 13.2 of these Terms and Conditions, a consumer who has concluded a distance contract may withdraw from it within 14 calendar days without giving any reason and without incurring costs, subject to the exception below. For services whose performance has begun, at the consumer’s express request, before the withdrawal period expires, a consumer exercising the right of withdrawal after such a request must pay for the services actually performed up to the withdrawal. The amount payable is calculated in proportion to the extent of the service provided, taking into account the agreed price or fee. If the price or fee is excessive, the basis for calculating that amount shall be the market value of the service performed.
4. To meet the withdrawal deadline, it is sufficient to send notice of withdrawal before the deadline expires. The withdrawal notice may be submitted directly to the Courier, or the consumer may use the Service Provider as an intermediary. In the latter case, the notice may be submitted, for example: in writing to: DMG House, Deansgrange Business Park, Kill Lane, Deansgrange, Blackrock Co Dublin, Ireland, or by email to: kontakt@speedpack.com.pl.
5. The withdrawal period for a contract under which the trader hands over goods and is obliged to transfer ownership of them runs from the day the consumer, or a third party other than the carrier indicated by the consumer, takes possession of the goods. For a contract covering (1) several items delivered separately, in batches, or in parts — from possession of the last item, batch, or part; or (2) regular delivery of items over a specified period — from possession of the first item. For other contracts, the withdrawal period runs from the day the contract is concluded.

14) OUT-OF-COURT COMPLAINT AND CLAIM RESOLUTION AND ACCESS TO THOSE PROCEDURES

1. This section applies only to Customers who are consumers.
2. Detailed information on the availability of out-of-court complaint and claim resolution procedures for consumers, and on access to those procedures, may be obtained from competent national consumer protection authorities, public consumer advice bodies, and recognised consumer organisations in the consumer’s country of residence.
3. A consumer may also obtain free assistance in resolving a dispute through competent consumer advice bodies or recognised consumer organisations whose statutory tasks include consumer protection.
4. The European Commission’s Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025 and no longer accepts complaints. Consumers seeking out-of-court resolution of a dispute can obtain information on the competent national alternative dispute resolution (ADR) bodies from the Competition and Consumer Protection Commission (CCPC, www.ccpc.ie) or the European Consumer Centre (ECC) Ireland (www.eccireland.ie).

15) PROVISIONS REGARDING BUSINESS CUSTOMERS

1. This section applies only to Customers who are not consumers.
2. In the event of delayed payment, including a delayed advance payment, the Service Provider reserves the right to refuse to conclude further contracts and to suspend performance of contracts already concluded until outstanding amounts are paid; this does not give rise to any claims by the Customer against the Service Provider.
3. The Service Provider has the right to withdraw from a Transport Agreement concluded with a non-consumer Customer within 14 calendar days from the date the agreement was concluded. Withdrawal may occur without giving a reason and does not give rise to any claims by the non-consumer Customer against the Service Provider.
4. In the event of any disputes relating to the Service or the Transport Agreement, the Customer is not entitled to withhold payment or any part of it. Any settlements arising from such disputes will be made only after both parties have reached agreement.
5. The Service Provider is not liable for discrepancies in a waybill issued by the Customer or the Courier where the Customer has not used the waybill provided by the Service Provider. The Customer is responsible for the consistency of any self-issued or Courier-issued waybill with the waybill provided by the Service Provider (in particular as regards sender and recipient data and any additional shipment instructions or declarations — for example, COD options).
6. Any delay or failure to meet the conditions of the Service shall not entitle the Customer to withdraw from the agreement, claim compensation for losses incurred, or any equivalent payments, where the non-performance or improper performance was caused by factors for which the Service Provider is not responsible and to which it did not contribute.
7. The Service Provider’s liability to the Customer, regardless of its legal basis, is limited to the amount of the price paid under the Transport Agreement, subject to the limits set out in section 11 of these Terms and Conditions (Insurance). The Service Provider is liable to the Customer only for typical, actually incurred losses that were foreseeable at the time the agreement was concluded, excluding lost profits.

16) ELECTRONIC SERVICES ON THE WEBSITE

1. The following Electronic Services are available on Speedpack: the Order Form and the Account. Electronic Services are provided free of charge.
2. An Order is placed via the Order Form after completing two consecutive steps: (1) filling in the Order Form available on the Website, and (2) clicking the “Place Order” field. Until that moment the Customer can modify the data entered (following the prompts and information displayed on the Speedpack website). The Order Form requires the Customer to provide the data set out in section 4.3 of these Terms and Conditions.
3. The Order Form Electronic Service is provided free of charge, on the basis that if a Transport Agreement is concluded as a result of an Order being placed, the Customer must pay for the Service in accordance with these Terms and Conditions. The Order Form Electronic Service is one-off and ends when an Order is placed through it or when the Service User otherwise stops placing the Order.
4. Use of the Customer Account is possible after completing three consecutive steps: (1) filling in the registration form, (2) clicking the “Register” field, and (3) confirming the wish to create the Account by clicking the confirmation link sent to the email address provided. The registration form requires the Service User to provide: full name / company name, address (street, house/flat number, postcode, town, country), email address, contact phone number, and password. Non-consumer Service Users must also provide the company name and tax identification number.
5. The Customer Account Electronic Service is provided free of charge, on the basis that if a Transport Agreement is concluded while using the Customer Account, the Customer must pay for the Service in accordance with these Terms and Conditions. The Customer Account Electronic Service is provided for an indefinite period. The Service User may, at any time and without giving a reason, delete the Account (opt out) by sending a relevant request to the Service Provider, in particular by email to kontakt@speedpack.com.pl or in writing to DMG House, Deansgrange Business Park, Kill Lane, Deansgrange, Blackrock Co Dublin, Ireland.
6. Newsletter use begins after providing, in the Newsletter section or field visible on the Website, the email address to which subsequent Newsletter editions are to be sent and clicking the action field.
   1. The Newsletter Electronic Service is provided free of charge for an indefinite period. The Service User may, at any time and without giving a reason, unsubscribe from the Newsletter by sending a relevant request to the Service Provider, in particular by email to kontakt@speedpack.com.pl or in writing to DMG House, Deansgrange Business Park, Kill Lane, Deansgrange, Blackrock Co Dublin, Ireland.
7. Technical requirements needed to use the Service Provider’s IT system: (1) a computer, laptop, or other multimedia device with internet access; (2) access to email; (3) a current web browser: Google Chrome, Mozilla Firefox, Safari, Microsoft Edge, or Opera in the latest stable version; (4) recommended minimum screen resolution: 1280×720; (5) cookies and JavaScript enabled in the web browser.
8. The Service User must use Speedpack in accordance with the law and good practice, with respect for the personal rights, copyright, and intellectual property of the Service Provider and third parties. The Service User must enter accurate data and is prohibited from providing unlawful content.
9. Complaints relating to the Service Provider’s electronic services and other complaints regarding the operation of Speedpack (other than the Transport Agreement complaint procedure set out in section 12 of these Terms and Conditions) may be submitted, for example, by email to kontakt@speedpack.com.pl or in writing to DMG House, Deansgrange Business Park, Kill Lane, Deansgrange, Blackrock Co Dublin, Ireland.

17) LOYALTY PROGRAMME “PIGGY BANK”

1. The Service Provider operates a loyalty programme called “Piggy Bank” (hereinafter: the “Loyalty Programme” or “Piggy Bank”) within the Online Service, whereby Points are credited for paid Orders and accumulated Points may be used to pay for future Orders.
2. The Loyalty Programme is available exclusively to Clients who hold an Account in the Online Service.
3. ACCOUNT TYPES — two types of Accounts are available in the Online Service:
   1. PRIVATE ACCOUNT — intended for natural persons who do not conduct business activity and place Orders for purposes unrelated to their professional or business activity;
   2. BUSINESS ACCOUNT — intended for natural persons conducting business activity, legal persons, and organisational units without legal personality, placing Orders in connection with their professional or business activity.
4. A Client conducting business activity, a legal person, or an organisational unit without legal personality is required to create a Business Account. Creating a Private Account by the entities referred to in the preceding sentence constitutes a breach of the Terms and Conditions and entitles the Service Provider to:
   1. change the Account type to a Business Account;
   2. cancel any Points accumulated in the Piggy Bank;
   3. suspend or delete the Account.
5. EARNING POINTS — Points under the Loyalty Programme are credited exclusively to Private Accounts. Clients holding a Business Account do not participate in the Loyalty Programme and do not receive Points for their Orders.
6. Points are credited after payment for an Order has been received, in the amount determined by the Service Provider. The current value of credited Points and the Points-to-currency conversion rate are displayed on the Client’s Account page in the “Piggy Bank” tab.
7. Points accumulated in the Piggy Bank may be used exclusively for full payment of a future Order, provided that the Piggy Bank balance is equal to or greater than the total amount due for the Order. Partial payment with Points is not possible.
8. POINTS EXPIRY — Points accumulated in the Piggy Bank expire 12 (twelve) months after the date of the last paid Order on the given Account. The Service Provider shall notify the Client of the upcoming expiry of Points by email to the address associated with the Account, at least 14 days in advance.
9. Points accumulated in the Piggy Bank:
   1. cannot be exchanged for cash or transferred to a bank account;
   2. cannot be transferred between Accounts;
   3. cannot be traded, assigned, or donated;
   4. do not constitute monetary funds within the meaning of applicable law.
10. The Service Provider reserves the right to:
    1. change the rules for earning Points and their value — with 14 days’ notice, of which the Client shall be informed by email;
    2. suspend or terminate the Loyalty Programme — with 30 days’ notice; in such case the Client shall be entitled to use accumulated Points during the notice period;
    3. cancel Points credited unduly, in particular as a result of Order cancellation, payment refund, or breach of the Terms and Conditions.
11. If the Client deletes their Account, accumulated Points are forfeited without the right to recovery or compensation.
12. Complaints regarding the Loyalty Programme should be submitted in accordance with the procedure described in section 9 of these Terms and Conditions (Contact Us).