National and International Courier Services

General Terms and Conditions for Courier Services

TIME CRITICAL LINE S.R.L., with its registered office at Griviţa Street, No.33G, Otopeni, Ilfov County, VAT No. 28646738, provides postal services for international mailings under the following conditions:

TIME CRITICAL LINE S.R.L. accepts postal shipments presented by the sender, properly packaged with an opaque outer covering that does not allow the content to be viewed, and with complete identification details of the recipient (name and surname/business name in the case of legal entities, and complete delivery address) clearly indicated.

The responsibility for packaging postal shipments and entering the necessary data on the postal item lies with the sender.

Postal shipments containing fragile goods must be properly packaged by the sender, using materials such as wood shavings, shock-absorbent polystyrene, or other materials that cushion mechanical shocks, and must be labeled as "Fragile." TIME CRITICAL LINE S.R.L. undertakes to recognize and respect the labels/tags applied by the sender and to handle and store the postal shipments with special care.

TIME CRITICAL LINE S.R.L. is not responsible for any alterations to the postal shipment caused by electromagnetic means or factors (e.g., demagnetization, X-ray scanning during security/customs procedures, etc.).

The maximum dimensions accepted for postal shipments are:

• 210 mm X 297 mm (A4 size) for envelopes;
• 50 cm X 70 cm X 120 cm for parcels.

The maximum weight allowed for a postal shipment is 31.5 kg.

TIME CRITICAL LINE S.R.L. does not accept postal shipments with packaging that contains inscriptions contrary to public order or morals, or postal shipments consisting of goods that contravene public order or morals, if they are submitted unpackaged or in transparent packaging, or postal shipments with old labels or inscriptions that have not been removed. Additionally, the postal shipments cannot contain goods whose transportation is prohibited by legal provisions, even on a portion of the journey (e.g., but not limited to: explosive substances, toxic substances, flammable substances, psychotropic drugs, narcotics, weapons or parts thereof, ammunition, etc.).

The sender is obliged not to introduce into the postal network any postal shipments whose contents are prohibited by legal provisions.

TIME CRITICAL LINE S.R.L. ensures the confidentiality of postal shipments, and the retention, opening, or disclosure of the contents of postal shipments is only permitted under the conditions and procedures provided by law.

In addition, for postal services offered and provided by TIME CRITICAL LINE S.R.L., both parties shall comply with the relevant legal provisions in the customs domain, as well as the legislation of the countries where the postal operations of the services are performed and those transited by the postal shipment.

Except for postal shipments that are subject to the Express service, TIME CRITICAL LINE S.R.L. delivers postal shipments within 7 business days.

TIME CRITICAL LINE S.R.L. provides services for registered mailings with declared value, the particularities of which consist of insuring a postal shipment against loss, theft, total or partial destruction, or damage for an amount that cannot exceed the declared value specified by the sender, and providing, upon request, after the submission or delivery of the postal shipment, proof of its submission or delivery to the recipient, without written confirmation from.

Also, postal items cannot contain goods whose transportation is prohibited by legal provisions, even for a portion of the journey (for example, but not limited to: explosive substances, toxic substances, flammable substances, psychotropic substances, drugs, weapons or parts thereof, ammunition, etc.).

The sender is obligated not to introduce postal items into the postal network whose content is prohibited by legal provisions.

TIME CRITICAL LINE S.R.L. ensures the confidentiality of postal items - the retention, opening, or disclosure of the contents of postal items is only permitted under the conditions and procedures provided by law.

Furthermore, in the case of postal services offered and provided by TIME CRITICAL LINE S.R.L., both parties shall comply with the applicable legal provisions in the customs field, as well as the legislation of the states where postal operations are carried out and those transited by postal dispatch.

With the exception of postal items subject to the Express service, TIME CRITICAL LINE S.R.L. ensures delivery of postal items within 7 working days.

TIME CRITICAL LINE S.R.L. provides services for sending items with declared value, services that ensure the postal item against loss, theft, total or partial destruction, or damage, for an amount that cannot exceed the declared value by the sender. It also provides, upon request, after the deposit or delivery of the postal item, a proof of deposit or delivery to the recipient, without requiring written confirmation from the recipient.

The deadline for requesting proof of deposit or delivery for a postal item subject to the declared value service is 9 months from the date of deposit. TIME CRITICAL LINE S.R.L. is obligated to communicate the respective proof within a maximum of 15 working days from the date of the request, using an agreed method with the sender or integrator (e.g., fax, email, etc.), without imposing additional costs on the sender.

The maximum accepted value for declared value is 25,000 RON.

TIME CRITICAL LINE S.R.L. provides the Delivery Confirmation service, a postal service that involves delivering to the sender a proof of delivery for the registered postal item, confirmed in writing by the recipient. The deadline for returning the proof of delivery, confirmed in writing by the recipient, to the sender is 7 working days from the delivery.

In case the proof of receipt of the postal item by the recipient is lost, TIME CRITICAL LINE S.R.L. prepares and provides the sender with a duplicate of it.

TIME CRITICAL LINE S.R.L. provides the Express service, a postal service that involves the following cumulatively:

• Issuance by TIME CRITICAL LINE S.R.L. of a document to the sender, allowing the provider to internally identify the item in the postal network, attesting the date, time, and minute of deposit, as well as usually the payment of the fee.
• Delivery of the postal item to the recipient's address, either personally to the recipient or to an authorized person to receive the postal item.
• Fast delivery of the postal item.
• The provider's responsibility for not meeting the delivery times associated with the postal items covered by this service.

The time during which the postal item covered by the Express service remains within the territory of Romania shall not exceed 36 hours.

In the case of postal items collected from the territory of Romania and to be delivered to a recipient in one of the member states of the European Union or the European Economic Area, the time during which the postal item is outside the territory of Romania shall not exceed 120 hours.

In the case of international postal items collected from the territory of Romania and to be delivered to a recipient in a country outside the European Union or the European Economic Area, the time during which the postal item is outside the territory of Romania is 168 hours.

In the event of exceeding the guaranteed delivery times for the Express service, TIME CRITICAL LINE S.R.L. is liable to the user by refunding a 10% percentage of the fee collected for every 12 hours of delay.

The delivery of postal items is made to the address indicated by the sender, either personally to the recipient or to an authorized person to receive the postal item.

With the exception of postal items covered by the Express and Special Delivery services, in case of inability to deliver the postal items to the recipient (or authorized person), TIME CRITICAL LINE S.R.L. will notify the recipient through a notice announcing the arrival of the postal item. The postal item that could not be delivered to the recipient will be kept at the contact point for a period of 5 days from the date of notification.

TIME CRITICAL LINE S.R.L. will return, at the sender's address and at the sender's expense (according to the tariffs indicated in the commercial offer), the registered postal item that could not be delivered to the recipient due to reasons provided by law, within 7 working days. The deadline is calculated, as appropriate, from the expiry date of the notified storage period or the delivery attempt.

In case of non-compliance with the delivery times (excluding the delivery times associated with the Express service) and the return deadlines, as established in this document, for all postal services, TIME CRITICAL LINE S.R.L. will be liable to the user by refunding a 10% percentage of the fee collected for the respective service.

In the case of postal items that could not be delivered to the recipient and neither returned to the sender, TIME CRITICAL LINE S.R.L. will keep these postal items available for a period of 9 months from the date of deposit. After this period, unclaimed postal items become the property of TIME CRITICAL LINE S.R.L.

TIME CRITICAL LINE S.R.L. has the right to refuse delivery to the recipient of the postal item when, after taking over the postal item, it is unequivocally determined that it contains goods prohibited for transportation or does not comply with the special transport conditions established according to the applicable legislation, including the legislation of the countries where the delivery is to be made or the countries to be transited. They also have the right to refuse delivery if the postal item has caused or may cause imminent damage to individuals, the environment, facilities used, or other postal items.

TIME CRITICAL LINE S.R.L. is liable for international postal items in accordance with the provisions of the applicable national legislation for domestic postal items, as follows:

• With the full declared value for a postal item that is the subject of a declared value service.
• With an amount representing 5 times the service tariff for postal items that are not subject to a declared value service.

In case of loss, theft, or total destruction, in addition to the compensations mentioned above, the fees collected upon depositing the postal item are also refunded.

In case of partial loss, partial destruction, or damage, TIME CRITICAL LINE S.R.L. is liable for postal items as follows:

• With the declared value for the missing, destroyed, or damaged part, or with a proportional share corresponding to the missing weight from the declared value, for postal items that are subject to a declared value service.
• With an amount representing 5 times the service tariff in case of partial loss, partial destruction, or damage to postal items that are not subject to a declared value service.

The above-mentioned amounts are subject to the applicable legal penalty interest, which accrues from the moment of submitting the prior claim or, if applicable, filing the lawsuit, regardless of which of these moments occurs first.

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

If the sender declared a value lower than the actual value, the compensation is based on the declared value.

In case the additional features of postal services, specified by the sender through special instructions, are not provided, only the additional fees collected beyond the applicable tariff for the standard postal service will be refunded.

TIME CRITICAL LINE S.R.L. is exempt from liability in the following situations:

• The damage occurred as a result of the sender's or recipient's actions.
• The user does not have a service intended for receiving postal items (e.g., a registry).
• The item was received by the recipient without objections, except for claims regarding the loss, theft, partial or total damage or destruction of the content of the postal item.
• The damage occurred due to a force majeure event or an unforeseen circumstance. In this case, the sender is entitled to a refund of the paid fees, except for the insurance fee.

Mechanism for handling user complaints:

TIME CRITICAL LINE S.R.L. has established a mechanism for handling complaints, especially regarding the loss, theft, partial or total destruction, or damage of postal items, as well as the non-compliance with quality conditions of the services (delivery times, returns, etc.).

If the sender or recipient is dissatisfied with the service provided, they can file a complaint within 6 months from the date of depositing the postal item.

The user's complaint, which considers themselves harmed or dissatisfied, must be made in writing and transmitted to the provider through one of the following methods: via postal service with acknowledgment of receipt to the address: Otopeni, Aeroportului Blvd. no. 13, Ilfov county, or by email to the address reclamatii@time-critical-line.com.

TIME CRITICAL LINE S.R.L. will register the received complaint in the Complaints Register and will confirm its receipt to the complainant through the same method used by the user: by completing and signing the acknowledgment of receipt in case the complaint is received via postal service with acknowledgment of receipt, or by communicating the registration number via email to the email address from which the complaint was received.

In order to resolve the complaint, the complainant user will need to describe in the content of the complaint the event (facts, actions, and causes) related to the complaint, formulate their claims, specify the chosen payment method in case of compensation, provide the necessary information for the transmission of compensations (if the complaint proves to be justified), attach relevant evidence for conducting accurate and complete analyses corresponding to the reported event (such as, where applicable, a copy of the document confirming the payment of the postal service, the invoice issued by the provider, photographs, the packaging of the postal item, the damaged/degraded item that is the subject of the postal item, a copy of the minutes of finding, etc.), and provide any other information that could be useful for resolving the complaint.

The representatives of TIME CRITICAL LINE S.R.L. will analyze the received complaint, taking into account both the evidence submitted by the complainant and the relevant information/evidence provided by their own employees or third parties involved, and may even request an expertise when necessary.

The complaint will be resolved (involving complaint analysis, response communication, and compensation provision) by TIME CRITICAL LINE S.R.L. within 3 months from the date of its submission.

In case of complaints resolved in favor of the complainant, TIME CRITICAL LINE S.R.L. will compensate the user within 30 days from the completion date of the complaint analysis, without exceeding the aforementioned 3-month period. The payment of the amounts due to the user will be made by postal money order or bank transfer, depending on the request of the affected person.

If the complaint addressed to the postal service provider TIME CRITICAL LINE S.R.L. has not been satisfactorily resolved or has not received a response within the specified timeframe in these general conditions regarding the provision of postal services, the user in question may submit a complaint to the regulatory authority within one year from the date of depositing the postal item, accompanied by proof of the prior complaint procedure or a request for legal action. The request for legal action can be submitted regardless of whether a complaint with the same subject matter has been submitted to the regulatory authority or not.

This document is an integral part of the commercial offer of TIME CRITICAL LINE S.R.L., representing the general clauses of the individual contract that will be considered concluded between the sender and TIME CRITICAL LINE S.R.L. at the time of accepting the postal item into the postal network. The individual contract is concluded by the sender's acceptance of the provider's offer without the need for a written document.

Name and surname of representative: FINTA Radu Șerban