LLC "Georgian Post" (ID No.: 203836233; address: Sadguris Moedani (Station Square) No. 2, 0100 Tbilisi, Georgia; tel.: 0322-24-09-09; electronic platform: https://www.maleo.ge/) (hereinafter the "Company"), on the one hand, and, on the other hand, any person using the services of the "Maleo" product of LLC "Georgian Post" (hereinafter the "Customer"), acting upon the free expression of our will, hereby agree upon the following terms and conditions, which are intended for repeated application: 
 

1. DEFINITIONS OF TERMS

1.1. Agent's Office — a warehouse at which the item purchased by the Customer is received for the purposes of its subsequent transportation to Georgia and its delivery to the Customer.

1.2. Parcel — the item(s) purchased by the Customer through electronic commerce, which are packed together and assigned a single identification code.

1.3. Legal entity — an organisational formation established for the attainment of a defined purpose, holding property of its own, which bears independent liability with its property and which acquires rights and obligations and enters into transactions in its own name. For the purposes of this document, a legal entity shall also mean a formation of any organisational and legal form, including a legal entity under public or private law, as well as a State or other administrative body.

1.4. Company — LLC "Georgian Post".

1.5. Natural person — an adult natural person, in accordance with the legislation of Georgia in force;

1.6. Maleo Collection Office — an office of the Company at which the Customer may take delivery of an oversized Parcel.

1.7. Customer — a natural person or a legal entity.
 

2. SUBJECT MATTER OF THE AGREEMENT

2.1. The Company shall ensure the receipt, at the Agent's Office of the Company in the relevant country, of the Parcel (item(s)) purchased by the Customer through electronic commerce, its transportation to Georgia and its delivery to the Customer (hereinafter the Service).
 

3. GENERAL TERMS AND TIMEFRAMES OF THE SERVICE

3.1. The Customer shall use the Company's Service upon registration on the website www.maleo.ge, acceptance of this Agreement, and the assignment of an address and a room number.

3.2. In order to register on the website www.maleo.ge, the Customer shall be required to provide the following information:

3.2.1. in the case of a natural person: given name, surname, date of birth, personal number, address, postal code, e-mail address, mobile telephone number;

3.2.2. in the case of a legal entity: company name, identification number, address, postal code, e-mail address, mobile telephone number.

3.3. Upon registration, the Customer shall be assigned a room number and addresses in every country in which the Company maintains an Agent's Office.

3.4. The Company offers the Customer Agent's Offices in the following countries:

3.4.1. the United States of America (USA);

3.4.2. Greece;

3.4.3. Türkiye;

3.4.4. Italy;

3.4.5. Poland;

3.4.6. France;

3.4.7. the United Kingdom of Great Britain and Northern Ireland (hereinafter the "United Kingdom");

3.4.8. China;

3.4.9. Germany.

3.5. When purchasing an item through electronic commerce, the Customer shall indicate, as the address for receipt/delivery of the item, the address of the Company's Agent's Office in the same country together with the room number assigned to the Customer.

3.6. The Agent's Office shall confirm receipt of the Customer's item by the signature of an authorised person on the relevant document. The Customer's item shall be deemed delivered to the Agent's Office only where receipt thereof is signed for, by country, by the following authorised persons:

3.6.1. at the USA address: Tamaz Darchidze;

3.6.2. at the Greece address: Lali Khunjukashvili, Kote Shengelia;

3.6.3. at the Türkiye address: Irakli Lomia;

3.6.4. at the Italy address: Mzia Kopaliani;

3.6.5. at the Poland address: Zurab Sepiashvili;

3.6.6. at the United Kingdom address: Giorgi Kutsia;

3.6.7. at the France address: Bakar Kharebava;

3.6.8. at the China address (where the Parcel is dispatched by land): Li Zhexu;

3.6.9. at the China address (where the Parcel is dispatched by air): 李朝武 (Li Chaowu);

3.6.10. at the Germany address: Davit Chitadze.

3.7. The Company shall assume no liability in respect of any item/Parcel of the Customer the receipt of which at the Agent's Office is not confirmed. Should the Customer assert that the item/Parcel has been delivered to the Agent's Office, the Customer shall be obliged to submit to the Company a document confirming delivery of the Parcel (the so-called "Proof of Delivery") drawn up by the carrier of the relevant country, in which the address of the Agent's Office is indicated as the place of delivery of the item/Parcel and delivery thereof is confirmed by the signature of the authorised person specified in clause 3.6. Until such a document is submitted, the Company shall consider that the item has not been delivered to the Agent's Office.

3.8. Information concerning the receipt of the item/Parcel by the Agent's Office shall be sent to the Customer by e-mail and by SMS notification.

3.9. The parameters of the item purchased by the Customer may be either standard or oversized.

3.10. A Parcel shall be deemed standard where:

3.10.1. the weight of the Parcel does not exceed 30 kg (including where it is calculated by volumetric weight);

3.10.2. the dimensions of the Parcel (where its weight is not calculated by volumetric weight) do not exceed 1.05 m × 1.05 m × 1.05 m.

3.11. A Parcel shall be deemed oversized where:

3.11.1. the weight of the Parcel exceeds 30 kg (irrespective of whether it is calculated in the standard manner or by volumetric weight) but does not exceed 200 kg;

3.11.2. the dimensions of the Parcel (where its weight is not calculated by volumetric weight) exceed 1.05 m × 1.05 m × 1.05 m but do not exceed 2 m × 2 m × 2 m;

3.11.3. the Parcel is dispatched from the USA and its contents are motor vehicle parts.

Note:

- Volumetric weight is calculated by the following formula: length of the Parcel (cm) × width (cm) × height (cm) / 6,000;

- The Company provides the Service in respect of oversized Parcels solely on the basis of prior agreement. The Company further reserves the right to refuse to provide the Service in respect of an oversized Parcel;

- Prior agreement shall not be required in respect of a Parcel falling under clause 3.11.3 where its parameters do not exceed the weight and size limits of a standard Maleo Parcel.

3.12. The weight of a Parcel shall be calculated as follows:

3.12.1. Weight - is calculated by the higher indicator between the volumetric and exact weights of the parcel in the following cases:

(a) For parcels sent by air from China, as well as those sent from Poland and the United Kingdom;

(b) For parcels sent from the USA, the contents of which are automobile parts;

(c) For parcels sent by land from China, the dimensions of which exceed 60cm x 60cm x 60cm;

(d) For oversized parcels.

3.12.2. in all other cases, the weight of a Parcel shall be calculated in the standard manner.

3.13. With the exception of Parcels received at the Agent's Office in the USA and Parcels addressed to the Agent's Offices in China (whether for dispatch by air or by land), Parcels received at the Agent's Offices of any other country shall not be subject to repacking and shall be handed over to the Customer in the same form in which the Parcel is transported to the Agent's Office.

3.14. The Company shall transport Parcels to Georgia by air and/or by land.

3.14.1. Transportation by air is carried out from the following countries and with the following frequency:

a) USA — once a week;

b) United Kingdom — once a week (Thursday);

c) China — three times a week (Tuesday, Thursday, Saturday).

3.14.2. Transportation by land is carried out from the following countries and with the following frequency:

a) France — once a week (Monday);

b) Italy — twice a week (Monday; the second day is not determined in advance);

c) Greece — once a week (Sunday);

d) Poland — once a week (Wednesday);

e) Türkiye — twice a week (Wednesday, Friday);

f) China — once a week (Monday);

g) Germany — once a week (Saturday).

3.15. The timeframes for the transportation of a Parcel to Georgia and its delivery to the addressee are as follows:

3.15.1. 3–5 working days in respect of Parcels received at the Agent's Office in Türkiye;

3.15.2. 5–7 working days in respect of Maleo Parcels received at the Agent's Office in China and transported by air;

3.15.3. 30–40 working days in respect of Parcels received at the Agent's Office in China and transported by land;

3.15.4. 10 working days in respect of Maleo Parcels received at the Agent's Office in Germany;

3.15.5. 7–12 working days in respect of Parcels received at the Agent's Offices of all other countries.

Delivery timeframes shall be calculated as follows:

The period shall begin to run from the working day following the day of receipt of the Parcel at the Agent's Office and shall end upon the arrival of the Parcel at the Company's service centres/collection office and the dispatch of an SMS notification to the customer. Furthermore, when calculating delivery timeframes, non-working days and any period during which the Parcel is held by the customs authority shall be disregarded and accordingly deducted therefrom.

3.16. Following receipt of the Parcel by the Service Centre — or, in the case of an oversized Parcel, by the Maleo Collection Office — a notification containing, inter alia, a verification code shall be sent to the Customer's e-mail address. By means of that code, the Customer may take delivery of the Parcel under a simplified procedure.

Note:

A verification code shall not be sent in respect of Parcels subject to mandatory customs declaration or having the status of damaged.

3.17. Where the Customer has not used the additional service of delivery of the Maleo Parcel to the addressee's address, the Maleo Parcel shall be delivered at the Service Centre and an oversized Parcel at the Maleo Collection Office, in accordance with the following rules:

3.17.1. Where the addressee of the Parcel is a natural person and the Parcel is not subject to mandatory customs declaration and/or does not have the status of damaged, it may be delivered to the following persons:

a) the addressee, upon presentation of an identity document or a copy thereof;

b) the addressee or a third person, upon presentation of the verification code;

c) a third person, upon presentation of a power of attorney issued by the addressee, or of the identity documents of both the addressee and the third person, or copies thereof.

3.17.2. Where the addressee of the Parcel is a natural person and the Parcel is subject to mandatory customs declaration and/or has the status of damaged, it may be delivered only to the addressee in person or to the addressee's authorised representative, upon presentation of the relevant documents evidencing identity and authority.

3.17.3. Where the addressee of the Parcel is a legal entity and the Parcel is not subject to mandatory customs declaration and/or does not have the status of damaged, it may be delivered to the following persons:

a) to any person presenting the verification code;

b) to the director or an authorised representative, upon presentation of the relevant document evidencing authority or a copy thereof.

3.17.4. Where the addressee of the Parcel is a legal entity and the Parcel is subject to mandatory customs declaration and/or has the status of damaged, it may be delivered to the director or an authorised representative upon presentation of the relevant document evidencing authority.

3.17.5. Before receiving the parcel, the customer is authorised to visually inspect it to ensure there are no signs of damage, and only accept the parcel after doing so. Furthermore, if the parcel has any defect and the recipient refuses to accept it without a claim, only the customer or their authorised representative has the right to file a claim at the moment of delivery. After the parcel has been accepted, claims for compensation due to damage/shortage of the parcel are not subject to satisfaction.

3.18. The period of storage of a declared Maleo Parcel at LLC "Georgian Post" shall be 30 (thirty) calendar days from its receipt at the Office of Exchange of LLC "Georgian Post". Upon expiry of that period, a Maleo Parcel not delivered to the addressee shall be subject to transfer into State ownership.
 

4. DECLARATION OF THE PURCHASED ITEM

4.1. The Customer shall be obliged to carry out the general declaration of the item purchased through electronic commerce by means of the website www.maleo.ge. Responsibility for the accuracy of the information indicated upon declaration shall rest entirely with the Customer.

4.2. When carrying out the general declaration of an item, the Customer must indicate, on a mandatory basis, the name of the selling online store (website), the name of the item, the amount paid and the currency. Together with the declaration of the item, and with a view to simplifying customs procedures, the Customer may upload the invoice issued by the online store upon purchase of the item. The uploading of such a document shall be mandatory where the value of the purchased item is GEL 300 or more.

4.3. General declaration may be carried out from the time of purchase of the item until its arrival in Georgia at the Company's Office of Exchange. Should the Customer fail to carry out the general declaration within that period, the Customer's ability to carry out declaration on the website (www.maleo.ge) shall be restricted until the Company uploads information concerning the Parcel to the portal of the Revenue Service. Upon completion of that process, the Customer shall again be afforded the opportunity to carry out the general declaration of the Parcel within the following 5 (five) working days.

4.4. An undeclared Parcel shall not be delivered to the Customer. Upon expiry of the period specified in clause 4.3, such a Parcel shall be transferred to the State. Furthermore, notwithstanding the non-delivery of the Parcel, the Customer shall not be released from the obligation to pay the Company the cost of the Services rendered.

4.5. Where the Customer has made an error when indicating the price of the item during general declaration (the amount has been entered incorrectly), it may be corrected in accordance with the following rules, if the item:

4.5.1. has not yet arrived in Georgia — the correction may be made by the Customer directly, by amending the data on the website www.maleo.ge;

4.5.2. has arrived in Georgia — the Customer may apply to any Service Centre of the Company or use the e-mail address info@maleo.ge and submit to the Company: the invoice for the Parcel, an application addressed to LLC "Georgian Post" and to the Customs Department of the LEPL Revenue Service, and an identity document; in the case of a legal entity, also a duly issued document evidencing authority (power of attorney).

4.6. In addition to general declaration, a Parcel may, following its arrival in Georgia, be made subject to mandatory customs declaration on the basis of the legislation of Georgia in force and by decision of the customs authority. In such a case, the Parcel may be delivered to the Customer only after the mandatory customs declaration of the Parcel has been carried out.

4.7. As a rule, the Customer shall carry out the mandatory customs declaration of a Parcel through the Company (at a Service Centre, at a collection office or remotely); however, having regard to the item contained in the Parcel and/or by decision of the customs authority, in individual cases the mandatory customs declaration of the Parcel may be carried out at the Customs Clearance Zone (CCZ).

4.8. Where, owing to the Customer's full or partial failure to comply with the terms of the Service (e.g. incomplete or inaccurate declaration of the goods, breach of the general declaration deadline, etc.), the customs authority imposes a penalty upon the Company, the Company reserves the right to charge the payment of such penalty to the Customer.
 

5. CALCULATION OF THE SERVICE FEE AND SETTLEMENT PROCEDURE

5.1. The service fee for a Parcel is indicated/published on the website www.maleo.ge and shall be calculated as follows:

5.1.1. The service fee shall be determined by multiplying the weight of the Parcel by the tariff established per 1 kg, save for the cases provided for in clause 5.1.2.

5.1.2. The service fee shall be determined by multiplying the greater of the volumetric and actual weights of the Parcel by the tariff established per 1 kg in the following cases:

a) in respect of Parcels dispatched from China by air, as well as Parcels dispatched from Poland and the United Kingdom;

b) in respect of Parcels dispatched from the USA the contents of which are motor vehicle parts;

c) in respect of Parcels dispatched from China by land the dimensions of which exceed 60 cm × 60 cm × 60 cm.

d) For oversized parcels.

5.2. For the purposes of calculating the service fee, the weight of a Parcel shall be rounded as follows, where the weight of the Parcel is:

5.2.1. less than 100 g — it shall be rounded up to 100 g;

5.2.2. more than 100 g — the weight shall be rounded, by country, as follows:

a) USA — to 50 g;

b) China — to 100 g;

c) all other countries — to 20 g.

5.3. The rate for the conversion into the national currency of a service fee denominated in foreign currency shall be determined in accordance with the commercial exchange rate set by JSC "Bank of Georgia" on the day of receipt and registration of the Parcel in Georgia by the Company. In the case of a Parcel subject to mandatory customs declaration, the fee for the preparation by the Company of the documentation relating to the declaration shall be determined by the tariff established by LLC "Georgian Post".

5.4. The Customer shall pay the service fee no later than 30 calendar days from the receipt of the Parcel in Georgia by the Company.

5.5. The Customer may pay the fee for Parcel-related services (transportation, insurance, preparation of the customs declaration and delivery to the addressee's address) via the website www.maleo.ge. In order to effect payment, the amount corresponding to the service must be recorded on the Customer's balance. The balance may be topped up by bank transfer, through a self-service payment terminal, or via the "Top up balance" button on the website www.maleo.ge. When topping up the balance, the Customer shall additionally pay the service commission determined by the relevant banking institution.

5.6. The service fee may also be paid using points accumulated under the bonus programme, provided that the number of points is sufficient to cover the fee for the services relating to the Parcel(s) to be collected together with any outstanding debt (where such exists).

5.7. The Customer shall be released from payment of the fee for the preparation of the mandatory customs declaration of a Parcel where such declaration is carried out at the Customs Clearance Zone (CCZ) instead of by LLC "Georgian Post".

5.8. The Customer shall be entitled to reclaim the funds held on their balance by applying to the Company and submitting the payment order establishing the fact that the applicant topped up the Maleo balance.
 

6. ADDITIONAL SERVICES

6.1. The Customer may use the following additional services:

6.1.1. the bonus programme;

6.1.2. Parcel insurance;

6.1.3. certificate of service;

6.1.4. redirection of a Parcel;

6.1.5. delivery of a Parcel to the addressee's address;

6.1.6. remote declaration of a Parcel subject to mandatory customs declaration.

6.2. Bonus programme

The bonus programme enables the Customer to receive back, in the form of points credited to their personal account, up to 5% of the amount paid in respect of the service fee for each Parcel. Accumulated points may be used to pay the fees for Parcel-related services, provided that the number of points is sufficient to cover the fee for the services relating to the Parcel(s) to be collected together with any outstanding debt (where such exists).

6.3. Parcel insurance

6.3.1. Against payment of the relevant amount, the Customer may, via the website www.maleo.ge, insure a Parcel against the risk of its loss and of external damage, where such external damage results in damage to or loss of its contents.

6.3.2. The insurance service may be used only following the general declaration of the Parcel, but no earlier than receipt of the Parcel at the Agent's Office and no later than its departure from that office.

6.3.3. A Parcel may be insured for no more than its actual value. Furthermore, the maximum insurance limit shall be GEL 10,000.

6.3.4. The insurance fee may be paid following the calculation of the service fee and the registration of the Parcel in the Company's system.

6.3.5. The insurance of prohibited items shall not be permitted. Where such items are insured, LLC "Georgian Post" shall be released from liability.

6.3.6. Insurance shall not extend to fragile items (screens, tableware, chandeliers, wall lamps, perfume; any item made of glass and/or other items);

6.3.7. Insurance shall not cover external damage to a Parcel which does not result in full or partial damage to its contents.

6.4. Certificate of service

6.4.1. Against payment of the relevant fee, the Customer shall be entitled additionally to use the service of obtaining information (a certificate) concerning a dispatched/delivered Parcel.

6.5. Redirection of a Parcel

6.5.1. The Customer may change the address of a Parcel:

a) free of charge — via the Maleo website, provided the Parcel has not left the Agent's Office;

b) against payment of a fee — following the transportation of the Maleo Parcel to Georgia and its registration by the Company.

6.5.2. The chargeable address change service entails the Customer's ability, after the Parcel has been received at the destination Service Centre, to request its redirection to another Service Centre. In addition to that service, the Customer may also use the doorstep delivery service and receive the Parcel at an address of their choice.

6.5.3. The address change and doorstep delivery services shall not apply to oversized Parcels.

6.5.4. It shall not be possible to change the identity details of the Customer of a Parcel (given name, surname/company name). The Customer shall be entitled only to request the correction of an error made in the identity details, for which purpose the Customer must send a request to the e-mail address info@maleo.ge. A copy of the document evidencing identity must be attached to the request. The Customer shall also be entitled to submit the same request to a Service Centre.

6.6. Doorstep delivery service

6.6.1. The Customer shall be entitled to use the additional service of doorstep delivery of a Parcel by activating the relevant service on the website www.maleo.ge. In such a case, the Parcel shall be delivered to the address indicated by the Customer upon registration on the website.

6.6.2. The doorstep delivery (courier) service shall be provided free of charge on a one-off basis within the city of Tbilisi, and outside the city of Tbilisi in accordance with the tariff established by the Company. The Customer shall pay the service fee in accordance with clause 5.5 of this document.

6.6.3. The service (both chargeable and free of charge) shall be activated on the website www.maleo.ge where the following conditions are satisfied:

a) the total weight of the Parcels registered in the Customer's name, consolidated under a single flight and addressed to a single address, is equal to or less than 10 kg;

b) the Customer has settled the cost of all services rendered by the Company (transportation, declaration, insurance).

6.6.4. Where the Customer uses the doorstep delivery (courier) service, the Company's courier shall deliver the Parcel:

6.6.4.1. within Georgia, in those cities in which the Company's Service Centres are located:

a) no later than the day of receipt of the order, where the order is received before 12:00 on a working day;

b) no later than 12:00 on the following working day, where the order is received after 12:00 on the preceding working day.

6.6.4.2. within Georgia, in other administrative units in which the Company has no Service Centre — no later than the end of the second working day from receipt of the order.

6.6.5. For the purpose of delivering the Parcel, the courier shall make a single visit to the Customer's address. The Parcel (including an insured Parcel) shall be handed over to the person presenting a valid verification code to the courier. Where the verification code cannot be presented, the Parcel shall be delivered at the Customer's address in accordance with the following rules:

6.6.5.1. a Parcel addressed to a natural person, where the address indicated by the Customer is:

6.6.5.2. the address of a residential flat/house — an insured Maleo Parcel shall be handed over only to the Customer in person, upon presentation of an identity document or a copy thereof. Where the Maleo Parcel is not insured, it may, in addition to the Customer, be handed over to an adult present at the address who presents to the courier the verification code or their own identity document or a copy thereof and states that they reside at that address and are acquainted with the Customer.

6.6.5.3. the address of a legal entity — an insured Parcel shall be handed over only to the Customer in person, upon presentation of an identity document or a copy thereof. Where the Parcel is not insured, it may, in addition to the Customer, be handed over to the registry office or to another structural unit performing the same function. Where the legal entity has no registry office (or other structural unit performing the same function), the Parcel may be handed over to any adult working there who states to the courier that they are acquainted with the Customer and presents the verification code or their own identity document or a copy thereof.

6.6.5.4. a Parcel addressed to a legal entity (including an insured Parcel) shall be handed over to the director, to the registry office or to another structural unit performing the same function. Where the legal entity has no registry office (or other structural unit performing the same function), an insured Parcel shall be returned, whereas a Parcel which is not insured may be handed over to any adult working there who presents to the courier an identity document or a copy thereof.

6.6.6. Where the Customer has requested the doorstep delivery service in respect of a Parcel which has been made subject to mandatory customs declaration, the following rules shall apply to its delivery to the addressee in place of the provisions of clause 6.6.5:

6.6.6.1. where the Customer of the Parcel is a natural person, the Parcel shall be delivered to the Customer in person or to an authorised representative on the basis of a notarised power of attorney; where the Customer is a legal entity, the Parcel shall be handed over to the director or to an authorised representative upon presentation of the relevant document evidencing authority.

6.6.6.2. Prior to delivering the Parcel, the courier shall identify the Customer, obtain the Customer's signature on the declaration and only thereafter hand over the Parcel, together with the second copy of the declaration.

6.6.7. A parcel is considered delivered by the courier if the corresponding verification code for the parcel is reflected in the relevant electronic device, or by the signature of the person authorised to receive the parcel. A parcel subject to mandatory customs declaration is considered delivered if the identification document data of the person authorised to receive it is recorded and the recipient's signature is made to confirm receipt. Before receiving it, the customer is authorised to visually inspect the parcel to ensure there is no damage/shortage, and only accept the parcel after doing so. After acceptance, claims for compensation due to damage/shortage of the parcel are not subject to satisfaction. Moreover, if the customer ordered courier service for a parcel with a "damaged" status (the status can be viewed during order registration), they lose the right to demand compensation for damages due to the damage/shortage of the parcel.

6.6.8. Where the courier is unable to enter the building in which the Customer's address (flat, office, etc.) is directly located, or where no one is present at the address to meet the courier, or where the person (if not the Customer in person) refuses to accept the Parcel, the courier shall leave a notice indicating the address of the Service Centre at which the Customer may collect the Parcel.

6.6.9. The courier shall leave the notice with any person present at the address who states that they reside/work together with the Customer. In all other cases, the courier shall leave the notice at the place closest to the addressee's address (e.g. the addressee's door, the outside of the entrance door, etc.) or, where the building has security personnel, the notice may be left with them. In such a case, the Customer shall be able to obtain the Parcel by collecting it from the Company's Service Centre. Furthermore, the Customer may, against payment of the cost of the service, use the Parcel delivery (courier) service once again. The service may be ordered by telephoning the Company's call centre or by e-mail.

6.6.10. The Company shall be released from liability where delivery of the Parcel to the Customer's address cannot be effected for reasons beyond the Company's control (absence from the address, incorrect address, etc.).

6.7. Remote declaration:

6.7.1. The Customer (whether a natural person or a legal entity) may request that declaration be carried out remotely in respect of Parcel(s) subject to mandatory customs declaration.

6.7.2. Parcels consolidated under a single flight and a single online store shall be declared jointly, and the customer shall pay a single tariff.

6.7.3. The cost of declaration shall be paid immediately upon ordering the service, by automatic deduction of the amount from the Customer's balance.

6.7.4. A customer wishing to use the service shall upload the following documents on the website www.maleo.ge and confirm the request for the declaration service:

6.7.4.1. Natural person

a) identity document;

b) invoice(s);

c) receipt confirming payment of the goods clearance fee.

6.7.4.2. Legal entity

a) identity document;

b) invoice(s);

c) extract from the Register of Entrepreneurs and Non-Entrepreneurial (Non-Commercial) Legal Entities;

d) power of attorney (only where the declaration of the Parcel is carried out by an authorised representative and/or where the Parcel is to be released by the Company to an authorised representative);

e) receipt confirming payment of the goods clearance fee.

6.7.5. Upon completion of the declaration process, an SMS notification shall be sent to the Customer concerning the completion of the declaration process, following which the Customer may activate the doorstep delivery service in respect of the declared Parcel or collect the Parcel from a Service Centre.
 

7. RIGHTS AND OBLIGATIONS OF THE PARTIES

7.1. The Customer shall be entitled to:

7.1.1. require the Company to provide the relevant services envisaged by this Agreement;

7.1.2. require the Company to compensate damage caused intentionally or through gross negligence, in accordance with this Agreement;

7.1.3. use the bonus programme and receive back, in the form of points credited to their personal account, up to 5% of the amount paid for the transportation of a Parcel.

7.2. The Customer shall be obliged to:

7.2.1. pay the Company, in a timely manner and in full, the fee for the services rendered, as well as any fine/penalty imposed upon the Company as a result of the Customer's full or partial failure to comply with the terms of the Service;

7.2.2. provide the Company in a timely manner with the instructions necessary for drawing up the shipping documents, and furnish the information necessary for the completion of customs formalities and other actions and, where necessary, for the payment of import duty, together with the relevant documents confirming the veracity of such information;

7.2.3. refrain from ordering from the Company the carriage of Parcels containing prohibited contents;

7.2.4. where a Parcel presents a hazard, warn the Company thereof, specifying the exact nature of the hazard and, where necessary, indicating the safety measures to be taken;

7.2.5. ensure that the Parcel is properly packed, having regard to its specific nature and with a view to complying with safe carriage requirements;

7.2.6. compensate the Company in full for damage caused as a result of a breach of the obligations envisaged by this Agreement.

7.3. The Company shall be entitled to:

7.3.1. require the Customer to perform the obligations assumed under this Agreement;

7.3.2. refuse to provide the Service where the volume/weight of the Parcel exceeds the parameters envisaged by this Agreement and by the website Maleo.ge;

7.3.3. where any fine/penalty is imposed upon the Company as a result of the Customer's full or partial failure to comply with the terms of the Service, charge the payment thereof to the Customer;

7.3.4. refuse to provide additional services where the preconditions envisaged by this Agreement are present;

7.3.5. withhold the Parcel(s) held in the Customer's name until the debt is settled, where the Customer owes any debt to the Company;

7.3.6. unload, destroy or render harmless a Parcel of the hazardous nature of which the Company was not duly informed. Furthermore, in such a case the Company shall be released from the obligation to compensate damage.
 

8. LIABILITY OF THE COMPANY

8.1. The scope of the Company's liability towards the Customer shall be determined by the direct material damage caused through its fault (whether intentionally or negligently), but shall not exceed the maximum limit determined by this Agreement. Furthermore, material damage shall not include the Customer's indirect losses, including lost profit.

8.2. The Company shall assume material liability for damage arising through its fault as a result of:

8.2.1. the total or partial loss of the Parcel (including an insured Parcel). Furthermore, a Parcel shall be deemed lost where no information concerning it can be obtained within 1 (one) month from receipt of the claim;

8.2.2. external damage to the Parcel, where such damage results in damage to its contents. Furthermore, in the event of external damage to a Parcel, the Company shall incur liability only where the fact of the damage is discovered in the presence of an authorised representative of the Company, prior to delivery of the Parcel to the Customer, and a corresponding report is drawn up and signed by the Parties.

8.3. The Company's liability shall be excluded:

8.3.1. where the Parcel has been delivered in accordance with the procedures established by the Company;

8.3.2. in respect of Parcels the non-delivery of which to the Customer was caused by incorrect (incomplete) information received from the Customer;

8.3.3. in the event of the occurrence of circumstances of force majeure;

8.3.4. in cases where the Company is unable to keep records of Parcels owing to the destruction of official documents as a result of force majeure;

8.3.5. in respect of a Parcel containing items prohibited for dispatch;

8.3.6. where a Parcel is detained, destroyed or confiscated by State authorities on the basis of the legislation in force;

8.3.7. where, in the case of insurance of a Parcel, the Parcel has been insured for an amount exceeding its actual value (in such a case only the actual value of the Parcel shall be subject to compensation);

8.3.8. where the Parcel is subject to any tax/duty in accordance with the legislation of the sending or receiving country;

8.3.9. in respect of Parcels the contents of which are fragile items (including: screens, tableware, chandeliers, wall lamps, perfume, any glass articles, etc.);

8.3.10. in respect of items packed unsuitably/insufficiently/improperly for carriage;

8.3.11. where the Customer acts in bad faith with a view to obtaining compensation;

8.3.12. where the loss of a Parcel or a shortfall in its contents is caused by the fault or negligence of the sender, or by the properties of the contents;

8.3.13. in respect of the loss of or damage to the contents of a Parcel, where that Parcel was delivered to the Company's Agent's Office in a damaged condition;

8.3.14. where the Parcel is externally damaged but such damage has not resulted in damage to its contents;

8.3.15. where the Parcel is not externally damaged but its contents are wholly or partially damaged;

8.3.16. in respect of the loss of a Parcel the receipt of which is not confirmed by the Company's Agent's Office, and where the Customer is unable to submit a document confirming delivery of the Parcel to the Agent's Office by the carrier of the relevant country, signed by the person authorised for the Agent's Office as specified in clause 3.6 of this document. Furthermore, the signature must be executed in physical or electronic form (a delivery confirmation document in which the given name/surname of the authorised person is merely typed by keyboard, or in which symbols are entered in place of a signature, shall not be deemed sufficient).

8.4. The Company shall compensate damage in the following amounts:

8.4.1. in the event of loss of an insured Parcel — in the amount of the insured sum, but not exceeding the value indicated in the purchase document (invoice) or in the declaration. Furthermore, the maximum insurance limit shall not exceed GEL 10,000. In addition, where the service fee has been paid, it shall likewise be refunded to the Customer.

8.4.2. in the event of loss of an uninsured Parcel — in the amount of the value of the Parcel's contents indicated in the general declaration and in the purchase document (invoice), but not exceeding GEL 300 (three hundred), together with the transportation cost already paid by the Customer.

8.4.3. in the event of partial loss of the contents of a Parcel or of external damage to a Parcel (resulting in damage to its contents), where such fact is discovered prior to delivery of the Parcel to the addressee and a corresponding report is drawn up and signed by the addressee and an authorised representative of LLC "Georgian Post", LLC "Georgian Post" shall compensate the damage in the following amounts:

8.4.3.1. in the event of external damage to an insured Parcel (resulting in damage to its contents) and/or partial loss of its contents — in the amount of the value of the damaged/lost item, which shall be identical to the value of such item as indicated in the general declaration. Furthermore, the insured value of the lost/damaged item shall not exceed the amount indicated in the purchase document (invoice), and the maximum insurance limit shall not exceed GEL 10,000;

8.4.3.2. in the event of external damage to an uninsured Parcel (resulting in damage to its contents) and/or partial loss of the contents of the Parcel — in the amount of the value of the damaged/lost item, but not exceeding GEL 300 (three hundred).

8.5. Where the values given in the general declaration and in the purchase document (invoice) do not coincide, the lower value of the item shall be taken into account when calculating the amount to be compensated by the Company.
 

9. PROCEDURE FOR THE CONSIDERATION OF COMPLAINTS (CLAIMS) AND FOR THE COMPENSATION OF DAMAGE

9.1. The Customer shall be entitled to submit a complaint (claim) to the Company no later than 2 (two) months from receipt of the Parcel at the Agent's Office.

9.2. The Company shall be entitled to leave without consideration a complaint received in breach of the time limit specified in clause 9.1 and to notify the author of the complaint accordingly.

9.3. A complaint may be submitted by the Customer of the Parcel or by their representative, on the basis of the relevant document evidencing authority.

9.4. An application concerning a complaint shall be submitted to the Company in written, signed form and shall contain the following information:

9.4.1. the given name and surname of the applicant, where a natural person, or the company name, where a legal entity, as well as the applicant's address, telephone number and e-mail address;

9.4.2. the details of the Parcel to which the complaint relates;

9.4.3. the substance of the complaint;

9.4.4. the preferred form of receiving a reply (orally, in writing in the form of a physical document, or by dispatch to an e-mail address).

9.5. The following shall be attached to the application:

9.5.1. a copy of the applicant's identity document. Furthermore, where the applicant is the Customer's representative, the relevant document evidencing authority must be submitted together with the identity document;

9.5.2. where the application concerns the non-receipt of the Customer's Parcel by the Agent's Office — a document confirming delivery of the Parcel to the Agent's Office by the carrier of the relevant country, signed by the person authorised for the Agent's Office as specified in clause 3.2 of this document. Furthermore, the signature must be executed in physical or electronic form (a delivery confirmation document in which the given name/surname of the authorised person is merely typed by keyboard, or in which symbols are entered in place of a signature, shall not be deemed sufficient).

9.5.3. where the application concerns the loss of or damage to a Parcel — any document/evidence confirming the value of the lost/damaged postal item (the document confirming the purchase of the item and its value (invoice); a screenshot of the general declaration of the Parcel made on the website (www.maleo.ge));

9.6. The applicant may submit the complaint application and the accompanying documents at any Service Centre of LLC "Georgian Post", to the e-mail addresses info@maleo.ge or info@gpost.ge, or by using the digital service on the website www.gpost.ge.

9.7. The Company shall consider a complaint application free of charge.

9.8. In the course of considering a complaint, the Company shall be entitled to require the applicant to submit any additional document/evidence substantiating the applicant's claim.

9.9. Where the requested information is not submitted in full, the Company reserves the right not to consider the complaint and to notify the author of the complaint accordingly.

9.10. The Company shall consider a complaint application within 10 (ten) working days from its receipt, following which it shall notify the applicant of the decision taken in the form chosen by the applicant. Furthermore, where a final decision cannot be taken within that period, the applicant shall be informed within 10 (ten) working days of the progress of the consideration of the complaint, and a final reply shall be given immediately upon completion of the consideration of the complaint, but no later than 1 (one) month from receipt of the complaint by the Company.

9.11. Where, in the course of considering a complaint, the Company requests the applicant to submit additional documents, the running of the time limit for the consideration of the complaint shall be suspended until such documents are submitted.

9.12. Where the Company takes a decision to compensate damage, such compensation shall be effected in GEL by way of non-cash settlement within 5 (five) working days from the submission by the Customer of their bank account details.

9.13. Damage shall be compensated to the Customer. Furthermore, the Customer shall be entitled to assign the right to receive compensation to a third party, provided that they notify LLC "Georgian Post" thereof in writing.

9.14. Where a lost Parcel is located following the payment of compensation, the Company shall notify the Customer thereof and shall explain that, within one month, the Customer shall be entitled to receive the located Parcel in exchange for the return of the compensation received. Should the Customer fail to notify the Company of their wishes within 10 (ten) working days from the date of receipt of the notification, or should they refuse within that same period to accept the Parcel and return the amount, the Parcel shall pass into the ownership of the Company.
 

10. OBLIGATION TO PROTECT PERSONAL DATA

10.1. The Customer declares and warrants that they have familiarised themselves with the Customer Personal Data Processing Policy published on the website www.maleo.ge, which forms an integral part of this Agreement. Furthermore, the Customer consents to the processing by the Company of the personal data provided within the framework of this Agreement (including given name, surname, date of birth, personal number, address, e-mail address, telephone number) for the purpose of the provision of the services envisaged by this Agreement.

10.2. The Company declares and warrants that it shall process the personal data provided by the Customer in accordance with the legislation in force and with the Customer Personal Data Processing Policy. Furthermore, personal data may be processed for the following purposes:

10.2.1. for the purpose of providing services to the Customer and performing the obligations assumed under the Agreement, including managing the personal account created as a result of the Customer's registration on the website www.maleo.ge, managing orders and requests, delivering the requested product/service and/or information, and/or considering applications/complaints/claims, and/or providing consultation, to the extent necessary for the Company to perform the obligations assumed towards the Customer in accordance with the Customer's requirements and interests;

10.2.2. for the purpose of carrying out direct marketing, including providing/introducing information about the Company, new products/services, promotions, special offers and/or advertising material within the framework of, and arising from, the Company's activities;

10.2.3. for the purpose of carrying out its activities, ensuring security, protecting property and other legitimate interests, preventing the disclosure of confidential information, and preventing, suppressing and detecting possible unlawful acts;

10.2.4. for the purpose of improving the quality of the services and/or introducing new products/services;

10.2.5. for the purpose of performing obligations imposed by legislation.

10.3. The Company shall not transfer the Customer's personal data to third parties, save where:

10.3.1. the Customer's consent exists;

10.3.2. the data are publicly available by law or the Customer has made them publicly available;

10.3.3. the transfer of such information to third parties is necessary for the fulfilment of the requirements envisaged by this Agreement, as well as by the legislation in force. Furthermore, the Customer declares that they are informed of the absence of appropriate data protection safeguards and of the potential risks in those States which are not included in the list approved by Order No. 007 of the Auditor General of the State Audit Office of 14 April 2026 "On the Approval of the List of Countries with Appropriate Personal Data Protection Safeguards", and consents to the transfer of their personal data to such a State for the purpose of the provision of the services.

10.4. The Company declares and warrants that it shall take all organisational and technical measures ensuring the protection of the Customer's personal data against accidental or unlawful destruction, alteration, disclosure, acquisition, unlawful use in any other form, and accidental or unlawful loss.

10.5. At the Customer's request, the Company shall be obliged, in accordance with the legislation in force and with the Customer Personal Data Processing Policy, to provide the Customer with information concerning the processing of personal data, to give the Customer access to the data held about them and to provide copies of such data free of charge or against payment of a reasonable fee, to rectify, update or supplement erroneous, inaccurate and/or incomplete data no later than 10 working days from the submission of the request, unless a different time limit is established by the legislation of Georgia, to cease the processing of the data and/or to erase or destroy the data, or to notify the Customer of the grounds for refusing the request and to explain the procedure for appealing against the refusal, and to block or transfer the data.

10.6. The Customer shall be entitled, at any time, without any explanation or justification, in the same form in which consent was given or in any other clearly expressed form, to withdraw the consent given to the processing of personal data. In such a case, in accordance with the Customer's request, the processing of the data shall cease and/or the processed data shall be erased or destroyed no later than 10 working days from the request, unless another ground for the processing of the data exists.

10.7. The Customer shall be entitled, at any time, without any fee or restriction, to request the cessation of data processing for direct marketing purposes, in the same form in which the direct marketing is carried out or in any other clearly expressed form. In such a case, in accordance with the Customer's request, the processing of data for direct marketing purposes shall cease within a reasonable period from receipt of the request, but no later than 7 working days.
 

11. GOVERNING LAW AND DISPUTE RESOLUTION PROCEDURE

11.1. The relationship between the Customer and the Company shall be governed by this Agreement and by the legislation of Georgia in force.

11.2. Any dispute arising between the Parties shall be considered and resolved by recourse to the courts of general jurisdiction of Georgia.
 

12. MISCELLANEOUS PROVISIONS

12.1. The Parties declare that the Company assumes an obligation to provide only those services which are defined and duly requested by the Customer in accordance with this Agreement.

12.2. The Customer declares that the documents submitted by them to the Company are authentic.

12.3. The Parties agree that they shall not disclose the information provided to each other within the framework of this Agreement, save where information is requested by a court in accordance with the legislation in force. This obligation shall not extend to information which is publicly available.

12.4. The Company reserves the right to amend the terms and conditions of the Service (including the service tariffs) without the Customer's agreement; such amendments shall be published on the Company's official website www.maleo.ge and shall take effect without additional notification to, or consent of, the Customer.