GENERAL TERMS AND CONDITIONS

1.Operator and Scope of Application

The postal service operator is Ibox delivery L.L.C., with its registered address at SHKODRA, 19, Prizren, Kosovo. These Terms and Conditions apply to domestic postal services provided by iBox under the relevant authorization. International services are not included in the initial phase.

2.Services Provided

The basic service includes collecting the parcel from the merchant or sender; identifying and registering it; processing and transporting it; depositing it in an automated parcel locker; notifying the recipient; collection using a PIN or authorization code; handling uncollected parcels; and authorized returns. During the initial phase, iBox does not provide universal postal services, international shipments, declared-value shipments, or collection of the purchase price of goods from the recipient at the locker.

3.Acceptance of Parcels

A parcel is accepted only if it contains the information necessary for processing and delivery, is suitably packaged, falls within the service size and weight limits, does not contain prohibited items, and sufficient operational capacity is available to accept it. Each parcel is assigned a unique identifier. Electronic transmission of order data does not, in itself, constitute physical collection of the parcel by iBox.

4.Dimensions and Weight

The initial service limits are a maximum weight of 20 kg and maximum external dimensions of 60 × 40 × 40 cm. iBox may refuse a parcel exceeding these limits or one that cannot be placed safely in the relevant locker compartment.

5.Packaging

The sender is responsible for ensuring that the parcel is suitably packaged. Packaging must take account of the weight, shape, nature and fragility of the contents and must protect the contents, personnel, equipment and other shipments during normal handling.

6.Prohibited Contents

Items prohibited by applicable law are not accepted, including illegal substances, explosives or other hazardous materials, weapons or ammunition where their transportation is not permitted, live animals during the initial service phase, articles posing a risk, and goods requiring temperature-controlled conditions.

7.Opening and Repackaging Shipments

iBox does not open parcels during normal handling. Opening, inspecting or repackaging may take place only where permitted or required under applicable law, for example where a parcel has been damaged and intervention is necessary to protect its contents, where there is reasonable suspicion of prohibited or dangerous contents, or where required by a competent authority. The action is documented in accordance with the operator’s procedures.

8.Standard Service

For parcels that meet the acceptance conditions and are ready before the applicable cut-off time, the planned service standard is for the parcel to be available at the selected locker within 24 hours of confirmed physical collection by iBox. The planned standard weekday cut-off time is 11:00. Standard collections and deliveries are planned from Monday to Saturday. This is a service standard and does not constitute an unconditional guarantee outside the applicable conditions.

9.Locker Deposit and Notification

When a parcel is placed in a locker, the deposit is recorded and the recipient is notified of the information needed regarding the location, the applicable PIN or code, and the collection period. A parcel is considered available for collection once it has been deposited in the locker and the relevant notification has been sent.

10.PIN and Collection

The PIN or authorization code is linked to the relevant shipment. The recipient is responsible for keeping the code secure. If the recipient gives the code to another person, that person may use it to collect the parcel. In the event of a dispute, technical records will be reviewed together with other relevant evidence.

11.Locker Storage Period

The standard included period is 72 calendar hours from the time the parcel becomes available and the notification has been sent. After this period, additional storage time or a return may apply in accordance with the procedure and published tariffs. No additional fee will be charged to any party unless it has been established and communicated in accordance with the applicable conditions.

12.Uncollected Parcels

If a parcel is not collected within the applicable period, iBox may remove it from the locker and return it to the merchant or sender. This action is recorded. A parcel is not automatically destroyed solely because it has not been collected.

13.Customer Returns

A return may be initiated once authorized under the merchant’s procedure. The customer may deposit the parcel in the relevant locker using the return identifier or code. iBox collects and transports the returned parcel to the merchant. Commercial acceptance of the return, the refund decision and product-related matters remain the merchant’s responsibility.

14.Full or Out-of-Service Locker

If a locker is full or cannot operate safely, the parcel will not be deposited there; it will be kept secure, the incident recorded, and an appropriate solution arranged. The user or merchant will be informed where necessary. The parcel’s location will not be changed without notice and without following the relevant communication procedure.

15.Tariffs and Payment

iBox publishes its postal service tariffs and communicates them in accordance with applicable requirements. Payment for the postal service may be made by the merchant or another designated paying party. During the initial phase, iBox does not collect the purchase price of goods from the recipient at the locker. Payment terms for business customers are set out in the relevant agreement.

iBox provides parcel delivery services to business customers. Delivery charges are normally paid by the merchant or contracting business. Parcel recipients do not pay iBox to collect their parcels.

Business customers may have individually agreed commercial terms based on volume, collection structure, service scope and operating conditions.

16.Tracking and Electronic Records

iBox maintains the records necessary for service management, security, administration, service improvement and compliance with legal obligations. These records may include acceptance, processing, transportation, locker deposit, notification, collection, return and operational incidents.

17.Data Protection and Confidentiality

iBox processes personal data in accordance with applicable legislation and only for lawful, specified and necessary purposes. Access to data, PINs and administrative functions is restricted to authorized persons. iBox implements appropriate technical and organizational measures to safeguard the confidentiality, integrity and availability of data. Any other processing is carried out only where an appropriate legal basis exists.

18.Relationship with the Merchant

For matters concerning the product, its purchase price, order cancellation, refunds, product warranties and the commercial relationship, the recipient should contact the merchant. iBox is responsible for the obligations incumbent upon it as a postal operator. The merchant may handle a claim with iBox on behalf of the shipment, but this does not restrict the rights of the postal service user under the law.

19.Complaints Concerning Service Quality and Billing

A user may submit a written complaint concerning postal service quality or the amount invoiced within thirty (30) days, subject to the conditions prescribed by law. iBox will examine the complaint and provide a reasoned written response no later than thirty (30) days after receiving it.

20.Claims Concerning Shipments

For loss, exceeding the transport or delivery time limit, a service not performed, or a service performed incompletely in domestic postal traffic, a written claim may be submitted within three (3) months from the date the postal item was deposited. In the event of damage or a reduction in the contents, a claim must be submitted in accordance with the procedures and deadlines prescribed by law. iBox will examine electronic records, acceptance documentation and other relevant evidence and provide a reasoned written response no later than thirty (30) days after receipt of a claim relating to domestic postal traffic.

21.Internal Review and Further Rights

Where the statutory claims procedure applies, a user who disagrees with iBox’s response may submit a complaint to the relevant iBox consumer complaints function or committee within thirty (30) days of receiving the written response. A response will be provided within the period prescribed by law. This procedure does not restrict the user’s right to refer the matter to ARKEP or a court of competent jurisdiction within the statutory deadlines, including the fifteen (15)-day period where applicable under the Law on Postal Services.

22.Liability

iBox is liable for loss, damage, theft, exceeding time limits, and postal services not performed or performed incompletely, to the extent and under the conditions provided by applicable legislation. Liability is assessed in light of the specific circumstances and exceptions recognized by law, including circumstances relating to the nature of the contents, inadequate packaging, acts of the user, force majeure or lawful actions of the authorities.

23.Compensation

For categories of postal items for which the law expressly specifies the amount or method of compensation, the compensation prescribed by law applies. For ordinary iBox postal parcels that are not classified as registered or declared-value items, claims for compensation are assessed on the basis of direct and documented loss, the actual value of the lost or damaged contents, and relevant evidence, in accordance with applicable legislation. Nothing in these Terms limits any mandatory right afforded to users by law.

24.Safety and Operational Incidents

iBox applies procedures for system outages, locker malfunctions, loss of connectivity or power, security incidents, vehicle breakdowns, and shortages of capacity or personnel. Where safe capacity cannot be ensured, acceptance of new parcels may be restricted or suspended. Parcels already in iBox’s custody take priority for protection and safe handling.

25.Cameras and Monitoring

Where video surveillance is used at a location, iBox determines in advance the legal basis, purpose, area covered, retention period and information to be provided to affected persons. Video surveillance is not automatically activated merely because a locker forms part of the network.

26.Amendments to the Terms and Conditions

These Terms may be amended where required by a change to the service, legislation, ARKEP requirements or a legitimate operational need. Amendments take effect in accordance with the procedures and notice periods required by applicable legislation.

27.Publication and Entry into Force

These Terms and Conditions are submitted to ARKEP for review thirty (30) days before their application and are published on the official iBox website and at the relevant premises at least fifteen (15) days before they enter into force. The effective date is determined following completion of the relevant procedure with ARKEP.