Terms of Service

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer", "you", or "your") and Binod Acharya, Unipessoal Lda, a company incorporated and registered in Portugal under NIF 516964992, with registered address at Rua Lucinda Simões, Nº 9 A, Sala K, 1900-304 Lisboa, Portugal, operating the online logistics booking platform available at www.cargosender.com ("Cargosender", "we", "us", or "our").

By accessing the Cargosender website, creating an account, making a booking, or using any of our services, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree with any provision of these Terms, you must not use the Cargosender platform or services.

These Terms apply to all visitors, registered users, and customers of the Cargosender platform.

Legal name: Binod Acharya, Unipessoal Lda Trading as: Cargosender Registered address: Rua Lucinda Simões, Nº 9 A, Sala K, 1900-304 Lisboa, Portugal NIF: 516964992 Contact email: support@cargosender.com Website: www.cargosender.com

Cargosender is an online logistics booking platform. We act as an independent intermediary that enables customers to search, compare, and book logistics and shipping services offered by carriers and logistics providers. Cargosender is not itself a carrier, freight forwarder, road haulier, air or sea freight operator, or customs agent. We do not physically transport, handle, store, or inspect your goods.

Behind the platform, Cargosender uses the Eurosender logistics network to source and fulfil shipments. When you make a booking, Cargosender transmits your shipment information to Eurosender, who arranges the service with the relevant carrier. The physical transportation of your goods is performed by the carrier assigned by Eurosender. Cargosender invoices you directly and receives payment on your behalf.

Our role in each transaction is to: (a) receive your booking request and payment through our platform; (b) transmit your shipment information to Eurosender for carrier assignment and fulfilment; (c) issue you with a booking confirmation and invoice; (d) provide customer support by email in relation to your booking; (e) act as your point of contact and relay accurate information between you and Eurosender or the carrier where necessary.

Certain outcomes — including the result of a delivery attempt, the handling of your parcel during transit, and the resolution of delivery issues — are within the control of the carrier and not Cargosender. Where you raise a support request, Cargosender will contact Eurosender on your behalf and relay their response to you accurately and without delay.

Cargosender offers shipping services to and from the countries served by the Eurosender logistics network. The list of available countries and routes is displayed on our website at the time of booking. We do not guarantee availability of service to every country at all times, and coverage may change without notice.

To make bookings and access the customer dashboard, you must register and create an account. Account registration is free of charge. When creating an account, you must provide accurate, current, and complete information as prompted. You must be at least 18 years of age to register.

The customer dashboard allows you to manage your bookings, save delivery addresses for future use, and access your booking history. Invoices are issued manually by Cargosender after each confirmed booking and are not automatically generated or downloadable from the dashboard.

You are solely responsible for maintaining the confidentiality and security of your account credentials. You must notify Cargosender immediately at support@cargosender.com if you suspect any unauthorised access to your account. You are responsible for all activities that occur under your account.

You can make one or more bookings through the Cargosender platform. The general process is:

Step 1 — Enter shipment details including collection and delivery addresses, the nature and dimensions of the goods, and relevant destination information. Step 2 — Review the available service options and prices. Step 3 — Select your preferred service and proceed to checkout. Step 4 — Review and confirm the full price. Step 5 — Complete payment by card via Revolut. Step 6 — Receive a booking confirmation. Cargosender will issue your invoice manually after the booking is confirmed.

You may book multiple shipments. Any changes to a confirmed booking must be requested by contacting Cargosender at support@cargosender.com.

You are solely responsible for the accuracy and completeness of all information you provide when making a booking. This includes: (a) the full and correct addresses of sender and recipient; (b) accurate dimensions, weight, and quantity of all packages; (c) a truthful description of the contents of each package; (d) the correct declared value of the goods; (e) any special handling requirements; (f) correct contact details for both sender and recipient.

Cargosender transmits the information you provide to Eurosender without independent verification. If you provide inaccurate information, you may be liable for additional charges, and your booking may be cancelled, delayed, or refused without refund.

You cannot upload customs documents, identity documents, or other files through the platform. If documentation is required, you should contact Cargosender by email at support@cargosender.com.

A binding contract between you and Cargosender is formed when you submit your booking and payment and Cargosender sends you a booking confirmation by email. Quotes displayed on the platform are not binding offers until confirmed.

If you are a consumer, you have the right to withdraw from the contract within 14 calendar days of the booking confirmation, in accordance with EU Consumer Law and Portuguese Decree-Law 24/2014, unless the performance of the service has commenced with your prior express consent.

Given that Cargosender transmits your booking to Eurosender promptly upon confirmation, in many cases the service commences before the 14-day window expires. To exercise your right of withdrawal where applicable, contact support@cargosender.com before the service commences.

Nothing in these Terms limits your statutory rights as a consumer under Portuguese or EU law.

The price displayed at checkout includes the cost of the logistics service and the Cargosender service fee. All prices are displayed in Euros (EUR). The price is inclusive of applicable VAT unless an exemption applies.

Additional charges may arise in the following circumstances: (a) Weight and dimension discrepancies — if the actual weight or dimensions of your goods differ from those declared at booking, the carrier may apply additional charges. (b) Failed collection or re-delivery — if a collection or delivery attempt fails due to reasons on your side or the recipient's side, the carrier may charge a further attempt fee. (c) Storage — if the carrier is required to store your goods due to a failed delivery. (d) Customs — import duties, taxes, and customs fees for international shipments are not included in the price and are the responsibility of the recipient unless otherwise agreed.

Cargosender accepts payment by card only, processed via Revolut. Card details are handled securely through the Revolut payment system. Cargosender does not store your card details. No other payment methods are currently accepted.

Invoices are issued manually by Cargosender after each confirmed booking and sent to you by email. Invoices are not automatically generated or available for download from the customer dashboard. If you have not received your invoice within a reasonable period after your booking confirmation, please contact support@cargosender.com.

You are solely responsible for ensuring that all goods are properly and securely packaged for transportation. Cargosender does not provide packaging services and accepts no responsibility for damage caused by inadequate or defective packaging.

All packages must comply with the following minimum requirements: (a) Each item must be individually wrapped using appropriate protective materials. (b) Items must be placed in a rigid outer box of adequate strength. (c) The outer box must be sealed with strong packing tape applied to all edges and seams. (d) Previous labels or barcodes on reused boxes must be removed or covered. (e) Fragile items must be marked with fragile labels, though this does not guarantee special handling by the carrier.

Any claim for damage in transit may be refused if the damage results from inadequate packaging. This applies whether or not additional insurance has been purchased.

The following must not be shipped through the Cargosender platform under any circumstances: (a) Explosives, fireworks, and pyrotechnic materials; (b) Firearms, ammunition, and weapons of any kind; (c) Narcotics, controlled drugs, and illegal substances; (d) Human remains, body parts, or organs; (e) Live animals; (f) Pornographic material; (g) Counterfeit goods and goods infringing intellectual property rights; (h) Cash, banknotes, and negotiable monetary instruments; (i) Radioactive materials; (j) Any goods whose transport or possession is prohibited under the laws of the origin or destination country.

The following goods may only be shipped subject to prior written authorisation from the carrier and compliance with all applicable regulations: (a) Hazardous materials and dangerous goods classified under ADR, IATA, or IMDG codes; (b) Lithium batteries and battery-powered devices; (c) Perishable goods and temperature-sensitive items; (d) Alcohol and tobacco products; (e) Artworks, antiques, and high-value collectibles; (f) Medical devices and pharmaceutical products.

"Dangerous Goods" means any substance presenting a risk to health, safety, property, or the environment when transported, as classified under ADR (road), IATA DGR (air), or IMDG (sea). You must obtain prior written approval and comply with all applicable packaging, labelling, and documentation requirements before shipping dangerous goods. Failure to declare dangerous goods is a serious breach of these Terms, and you will be liable for all losses, costs, and penalties arising from such failure.

Collection will be arranged in accordance with the booking details and the carrier's schedule. Collection windows are estimates only and are not guaranteed. You or your authorised representative must be present at the collection address during the agreed collection window.

Delivery times displayed on the platform are estimates based on information from the carrier and are not guaranteed dates. Transit times may be affected by factors outside Cargosender's or the carrier's control, including customs delays, weather conditions, and force majeure events. Cargosender does not guarantee delivery by any specific date.

You must inspect your goods upon delivery. Visible damage must be noted on the carrier's delivery receipt at the time of delivery. Concealed damage must be reported in writing within 7 calendar days of delivery. Failure to note damage at delivery may significantly affect your ability to make a claim.

For all international shipments, you are responsible for ensuring that all export and import formalities are properly completed, all customs documentation is accurate and submitted on time, and all applicable export licences or permits have been obtained.

Cargosender does not act as a customs broker and does not provide customs advice. We transmit the information you provide to Eurosender. You should seek professional customs advice if required.

Import duties, taxes, and customs charges are not included in the price. They are the responsibility of the recipient or, in some cases, the sender, depending on the agreed delivery terms. Cargosender accepts no liability for delays, losses, or costs arising from customs clearance issues.

Customer support is provided by email only at support@cargosender.com. We do not currently offer live chat, telephone support, or an automated self-service portal for resolving shipment issues. Our support team is available during business hours, Monday to Friday. We are closed on Portuguese public holidays.

Cargosender provides customer support in relation to the booking process, invoicing, and general enquiries. For issues relating to the physical handling, delivery, or outcome of your shipment, Cargosender will contact Eurosender on your behalf and relay their response to you accurately. We will always communicate the truth of the situation to you, even where the outcome is unfavourable.

Cargosender is responsible for the services it directly provides: operating the platform, processing bookings, facilitating payment, issuing invoices, and providing customer support communications. We are not responsible for the acts or omissions of the carrier or Eurosender, for loss of or damage to goods during transit, for delivery delays, or for customs-related matters.

Physical loss of or damage to goods during transit is governed by the carrier terms and applicable international transport conventions, including: (a) The CMR Convention for international road freight — liability is generally limited to 8.33 SDR per kilogram of gross weight of the goods lost or damaged; (b) The Montreal Convention (MC99) for international air freight — liability is generally limited to 22 SDR per kilogram.

To the maximum extent permitted by applicable law: (a) Cargosender's total aggregate liability to you shall not exceed the total amount you paid for the relevant booking; (b) Cargosender shall not be liable for indirect, special, consequential, or punitive damages, including loss of profits or loss of business.

Nothing in these Terms limits Cargosender's liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any liability that cannot be excluded under Portuguese or EU consumer law.

Each booking includes basic cover in accordance with the applicable international transport conventions and the carrier terms. This basic cover is often limited and may not fully compensate you for the value of your goods.

Where Cargosender offers additional insurance coverage at extra cost, that insurance is administered by a third-party insurer. The insurance contract is between you and the insurer, not between you and Cargosender. Any claim must be made directly to the insurer in accordance with the policy terms. Exclusions typically apply for inadequate packaging, prohibited goods, and inherent defects.

A "Force Majeure Event" means any event beyond a party's reasonable control, including natural disasters, pandemics, war, government actions, strikes, or infrastructure failures. Neither party shall be liable for failure or delay caused by a Force Majeure Event, provided the affected party gives notice and uses reasonable efforts to minimise the impact. If a Force Majeure Event continues for more than 30 days, either party may terminate the contract on written notice.

These Terms are governed by the laws of Portugal. Disputes shall be referred in the first instance to Cargosender's support team for amicable resolution. If unresolved, the courts of Portugal shall have exclusive jurisdiction, subject to mandatory provisions of EU consumer law.

Consumers may also use the European Commission's online dispute resolution platform at https://ec.europa.eu/consumers/odr. Cargosender's email for this purpose is support@cargosender.com.

Binod Acharya, Unipessoal Lda | Cargosender | Rua Lucinda Simões, Nº 9 A, Sala K, 1900-304 Lisboa, Portugal | support@cargosender.com