GENERAL TERMS

General terms and conditions of the contract with the users of the universal postal service and postal money orders provided by “Bulgarian Posts” PLC

SECTION I
GENERAL TERMS AND CONDITIONS

1. These General Terms and Conditions of the Contract with the users of the International Postal Service and postal money orders (services), delivered by Bulgarian Posts PLC (BP) and hereinafter referred to as "General Terms and Conditions", include: general provisions; scope and characteristics of services; access conditions; rights and obligations of BP; responsibilities of BP; rights and obligations of clients; clients’ responsibilities; conditions for the receipt of postal items and postal money orders; quality and service efficiency requirements; way of payment for services; prohibited objects and substances; terms and conditions for the delivery of postal items and payment of postal money orders; return of undelivered postal items and unpaid postal money orders; contract implementation; claims and reimbursement procedures and redress procedures.
2. The terms and conditions apply to domestic and international postal services provided by BP, which include the universal postal service and postal money orders.

SECTION II
SCOPE AND CHARACTERISTICS OF SERVICES
3. Scope and characteristics of services
3.1. The universal postal service includes:
3.1.1. Reception, transportation and delivery of domestic and international postal shipments as follows:
a) Correspondence shipments up to 2 kg;
b) small packages - up to 2 kg;
c) printed materials - up to 5 kg;
d) secograms - up to 7 kg;
e) postal parcels up to 20 kilograms.

The weight limit for parcels from other countries may be higher and close to the weight limit as specified by the World Postal Union.
3.1.2. Additional "registration" and "declared value" services.
3.1.3. Postal items under 3.1.1 (a), (b), (c), (d) may be registered or not registered, with priority and without priority. International registered postal items can only be with priority.
3.2. Postal money orders as part of non-universal postal services.
4. Registered items may have their value declared. Тhose with declared value for the country may or may not require cash on delivery.
5. Both domestic and international parcels may or may not have declared value; domestic ones with declared value may or may not require Cash on Delivery.
6. The sender declared value of the item as per articles 4 and 5 shall correspond to the actual value of the shipment.
6.1. The maximum declared value of shipments is determined by BP in the document "Service prices included in the universal postal service provided by Bulgarian Posts PLC".
7. The provisions of the acts of the International Postal Union, which have been ratified and published according to the established order, shall apply to international postal items.
7.1. International postal items shall be open in order to be verified for prohibited and dangerous objects and for compliance with the accompanying documents.
8. Post money transfers may be domestic and international. Domestic postal money orders are provided as per Postal Services Act. International postal money orders are provided on the basis of contracts with foreign executing institutions and intermediary institutions signed in accordance with the acts of the International Postal Union.
8.1. The maximum amount to be accepted for individual postal money orders is determined by "Bulgarian Posts" PLC.
8.2. Domestic money transfers may be regular or express.
9. BP determines the formats and content of the documents (forms) to be filled at the point of acceptance as well as the transfer and delivery of postal items and postal money orders and provides the forms to be used to all postal branches. The forms may also contain conditions other than the General Terms and Conditions as per article 11, which, after being filled in and signed by the sender and the receiving postal operator, have the power of a contract as per article 11, such as: delivery of a parcel to the recipient's home, extending the terms as per article 24 (c), and others.

SECTION III
ACCESS CONDITIONS

10. BP provide users with equal access to their postal network to use their Services. Signing of individual contracts with clients is not necessary.
11. The parties to the contract may negotiate other conditions for service delivery as per article 10, for which a separate contract shall be signed, integral part of which are the present General Terms and Conditions.
12. The contract under article 10 shall be deemed in force upon bringing the items over at the access points where the senders hand over and BP accepts the postal items and the price is paid as follows:
12.1. For unregistered postal items, for which the full amount is paid – upon inserting them in BP's mailboxes or handing them over at a post office or to persons authorized by BP.
12.2. For postal parcels and for registered shipments – upon handing them over at a post office or to persons authorized by BP and issuing a receipt.
12.3. For postal money orders – upon depositing the amount to be transferred and providing a receipt.

SECTION IV
RIGHTS AND OBLIGATIONS OF BP

13. BP is obliged to provide postal services, referred to in Article 3, through its postal network on the territory of the whole country during specified business hours, of legally defined quality and at affordable prices, allowing them to be used by all users of the territory of the whole country, regardless of their geographical location.
13.1. Busines hours of post offices include all workdays of the week - at least 5 days a week. Working days and working hours of the postal services are determined by BP and posted in the postal services at accessible to all users place as well as on the BP's website.
13.2. An exception to the obligation as per article 13.1 is allowed:
a) "Force Major" circumstances, "Martial Law", "War Situation" or "Emergency Situation" as defined in the Defense and Armed Forces Act of the Republic of Bulgaria when an emergency working time schedule is established;
b) in villages and settlements in hard-to-reach areas. The specific villages and settlements and the workdays on which the postal services are to be provided shall be determined by the BP in agreement with mayors of the respective municipalities and according to the requirements of the Criteria for Determination of Difficult Accessibility of the Regions and the Settlements thereof. The list shall be approved by the CRC. Information about these is to be published on the BP's website.
13.3. BP is required to place the Terms of Service in a prominent and user-accessible place in all postal services and to publish it on its website.
13.4. BP is obliged to place in a visible and accessible place in all postal services information about:
a) technical requirements for shipments - shape, size, weight, packing, etc., as well as addressing them;
b) prices of services;
c) prohibited articles and substances for postal items;
d) the requirements for the submission of international shipments subject to customs control and information on postal stations in which international shipments subject to customs control are accepted;
e) the amount of reimbursements;
f) deadline for accepting complaints.
13.5. BP is obliged to put mailboxes in publicly accessible places for accepting regular, unregistered items.
13.6. BP can also use group delivery cabinets (post office boxes) to deliver unregistered shipments.
14. BP is obliged to keep correspondence confidential, both during and after delivery of service.
15. The BP shall be obliged, within the time limits specified in Art. 33 and 34, deliver the shipments and pay out the money transfers to the persons designated by the submitters in the manner provided for in Section XI of these GTC.
16. BP is obliged to comply with the requirements for personal data protection, in accordance with the Personal Data Protection Act.
17. BP has no right:
a) to missapropriate postal items;
b) to open postal items, except in the cases as per Art. 93 of the PSA, when there is sufficient reason to believe that an accepted postal item may contain prohibited objects or substances under Art. 90 and Art. 91 of PSA;
c) take the contents from open postal items (items with damaged packaging);
d) transmit postal items to third parties in order for the latter to find out about their contents, except in cases under Art. 93 of the PSA, where there is sufficient reason to believe that the accepted postal item contains prohibited articles or substances under Art. 90 and Art. 91 of PSA;
e) to provide reference or information to third parties regarding postal items and their content and on money transfers other than the sender and the recipient or to persons authorized by the former, as well as the relevant authorities and in the cases provided for by law;
(f) to inform anyone other than the authorities in cases specified by the Law for postal traffic between individuals;
(g) accept postal money order without the sender being identified by his/her Unified Civic Number / Personal Number for Foreigner / UIC.

  1. BP is obliged to repackage the consignments whose integrity has been violated in order to preserve their contents. The repackaged item shall be accompanied by an official document. The document shall be drawn up by the postman who does the repackaging in the presence of two witnesses. The document shall contain the names of the compilers; the date and time of repackaging; the name of the postal branch; type of the shipment with labeled weight, declared value and cash on delivery; postal service and filing date; complete addresses of the sender and the recipient; a detailed description of the external appearance of the package and its contents and possible causes for the damage. A copy of the document shall be handed over to the recipient upon delivery of the shipment, who may file a claim if he/she believes BP is to blame for the damage.
    19. The customs control and the customs clearance of the international postal items shall be carried out in compliance with the Customs Act and the Regulations for its implementation.

    SECTION V
    RESPONSIBILITIES OF BP

    20. BP owes compensation to consumers in the following cases:
    a) for lost, stolen or damaged, wholly or partly, registered shipmentss, parcels, parcels with declared value and cash on delivery;
    b) returned parcels when there are no grounds for non-delivery;
    c) failure to comply with the delivery terms of postal items and money orders in accordance with Section IX;
    d) in the case of outstanding or incorrectly disbursed amounts for domestic and international postal money orders.
    21. Repaid amounts for domestic postal items shall be determined by the BP, and for the international postal items, in accordance with the acts of the International Postal Union.
    22. BP is not responsible:
    a) for unregistered postal items;
    b) for damage to or destruction of registered or postal items with declared value as a result of force majeure;
    c) where the registered postal items can not be found due to destruction of the official documents by force majeure;
    d) when the damaging or destruction of postal items is due to sender’s fault or stems from the nature of the contents of the postal items and inadequacy of their packaging;
    e) for postal items containing prohibited articles or substances which were for that reason confiscated or destroyed by the competent authorities in accordance with the prescribed practice;
    f) where, because of an incomplete or incorrect address, the postal item was delivered to another person;
    g) where the sender of a registered postal item, shipment with declared value and cash on delivery, parcel or postal money order has not filed a written claim within 6 months from the day following the day the item was handed over to the postal office;
    h) for delayed or undelivered items due to incomplete or incorrect address.

    SECTION VI
    Clients RIGHTS AND OBLIGATIONS

    23. Clients are entitled to:
    23.1. Receive information in an accessible way about:
    a) BP technical requirements about the shape, dimensions, weight, packaging, etc., as well as the proper way of addressing the postal items, including filled in samples;
    b) prices of services;
    c) prohibited articles and substances to put in postal items;
    d) the requirements for the submission of international shipments subject to customs control and information on postal stations in which international shipments subject to customs control are accepted;
    e) compensation amounts;
    f) time limits for filing complaints;
    g) other requirements related to the use of the service.
    23.2. To file complaints in cases as per art. 20 and receive appropriate compensation.
  2. The sender is entitled, for a specified fee, before the delivery of the shipment or payment of the money transfer takes place to request in writing at the postal office of destination:
    a) to have a postal item or a money transfer filed by him / her returned to him / her;
    b) make corrections of the name and address of the recipient and destination of the shipment or the money transfer or replace the recipient;
    c) to extend the period for keeping regular postal money orders and postal items at the postal office for up to 15 days beyond the regular period for delivery, except items with perishable content.
    25. The Recipient shall have the right, for a fee, to file an aplication to the Post Office of Destination, to request that:
    a) a shipment or a postal money order addressed to him be forwarded to a new address in the same or another location;
    b) the period for storing regular postal money orders and postal items at the post office of destination be extended for up to 15 days beyond the regular period, with the exception of shipments with perishable content.
    26. Senders of postal items shall:
    a) comply with shape, weight, dimensions, and addressing requirements as set in paragraph 31;
    b) to deliver consignments packaged and sealed as per the requirements set in paragraph 31.3;
    c) not place prohibited articles and substances in postal items, in accordance with paragraph 38;
    d) prepay the price of the services they use;
    e) not use forged, used or outdated stamps, forged or outdated postal seals, vending machines, billing machines, printing presses and other printing or stamping equipment as well as forged international response/feedback coupons;
    26a. Senders of postal money orders are required to provide UCN / Personal Number for Foreigner / UIC when submitting postal money orders.
    If the sender does not agree to the processing of his personal data, the money order will not be accepted.
    27. Recipients are required to install and maintain mailboxes for the delivery of unregistered postal items and official notices at accessible and safe for postal workers locations, e.g. at the entrances of the buildings and in the yards. Mailboxes must indicate the names of their users.


    SECTION VII
    RESPONSIBILITIES OF CONSUMERS

    28. Submitters are responsible for injuries to BP employees and/or damages to property caused by dangerous content or inappropriate packaging.
    29. Submitters are liable to BP for damages caused by their shipments to other shipments. The responsibility is limited to the extent BP is responsible to the persons whose shipments are damaged.
    30. Clients are responsible for the correct addressing of postal items and postal money orders. Postal items and money orders with incomplete, inaccurate and illegible addresses are returned to the senders.

    SECTION VIII
    TERMS AND CONDITIONS FOR THE ADMISSION OF POSTAL CONTRACTS
    AND POSTAL MONEY TRANSFERS

    31. BP lays down mandatory requirements on the shape, minimum and maximum sizes, weight and packaging method and addressing of postal items.
    31.1. The postal items have the following dimensions and weight:
    31.1.1. Size restrictions for correspondence items, small packages, printed matter and secograms are as follows:
    - minimum dimensions: 90 mm x 140 mm;
    - maximum dimensions: the sum of the length, width and thickness should not exceed 900 mm, the largest dimension of the three not exceeding 600 mm; rolls: the length plus twice the diameter of 1040 mm, with the largest size not exceeding 900 mm.
    31.1.2. Restrictions for postcards are as follows:
    - minimum size - 90 mm x 140 mm;
    - maximum size - 120 mm x 235 mm.
    31.1.3. The weight limits for postal items are as follows:
    - Correspondence shipments - weight - up to 2 kg;
    - small packages - weight up to 2 kg;
    - printed matter - weight up to 5 kg;

 

- secograms - weight up to 7 kg.
31.2. The parcels have the following dimensions and weights:
31.2.1. The limitations on the dimensions and weight of parcels are as follows:
- weight up to 20 kg and length, width and height in the range of 100 mm to 600 mm.
31.2.2. Bulky postal parcels from and to the country measuring up to 1 m in length, width and height or containing fragile items.
31.2.3. The weight of postal parcels submitted from/to other countries may be up to 31.5 kg and the dimensions - up to 1.50 m for any one of the three dimensions, but not exceeding 3 m for the cross-section perimeter, length of the parcel excluding.
31.3. Packaging and sealing of consignments must be consistent with their volume, weight and contents so as to ensure their protection from damage.

31.4. Addressing mode:
a) in the lower right-hand corner of the consignment, the recipient’s personal details shall be entered:
- Name, surname and last name;
- address - street, number, block, entrance, floor, apartment;
- region;
- postal code and name of the community; for international shipments the name of the country should be added.
b) in the upper left corner or top of the back of the item (except parcels) the sender's details shall be entered:
- Name, surname and last name;
- address - street, number, block, entrance, floor, apartment;
- area;
- postal code and name of the community; for international shipments the name of the country should be added.
c) domestic postal items and money orders shall be addressed in Cyrillic and international postal items, postal parcels and international money transfers - in Latin characters and Arabic numerals. Preferably, the name of the country of destination should be written in the corresponding language and in a familiar international language.
d) when submitting international parcels and small packages, the sender must enter on the shipment a contact telephone and his / her full name and exact address, which shall be verified by presenting an identity document.
In cases where the bearer is not the sender himself / herself, the bearer is required to write down on the shipment a contact telephone, his / her full name and address, as evidenced by the presentation of an identity document.
31.5. BP may specify specific requirements for the exact location and way of addressing and content of postal items in order to use mechanized and automated sorting methods for which it informs users in a timely manner.
31.5.1. In machine-readable correspondence and printed materials, paper clips, staples and other objects are not allowed.
32. In addition to the way specified in art. 31.4, users may address postal items and postal money orders as follows:
(a) "on request" at the postal service of their place of residence, stating the names of the recipient;
(b) to a subscription mailbox, indicating the recipient's name, postal box number and postal station’s postal code.

SECTION IX
QUALITY REQUIREMENTS FOR THE UNIVERSAL
POSTAL SERVICE AND SERVICE EFFICIENCY

TERMS OF DELIVERY OF POSTAL SHIPMENTS AND POSTAL PARCELS, PAYMENT OF POSTAL MONEY TRANSFERS AND REIMBURSEMENT WHEN “CASH ON DELIVERY” IS CANCELLED

33. BP is obliged to provide the service under article 3.1 with such a quality as to comply with requirements set by the universal postal service and the efficiency of the service as determined by CRC.
The quality standards resulting from CRC decision include:
33.1. terms for end-to-end delivery of postal items and postal parcels
33.1.1. domestic unregistered postal items with priority:
D + 1 - not less than 80% of postal items
D + 2 - not less than 95% of postal items
33.1.2. domestic unregistered postal items without priority:
D + 2 - not less than 80% of postal items
D + 3 - not less than 95% of postal items
33.1.3. domestic parcels:
D + 1 - not less than 80% of parcels
D + 2 - not less than 95% of parcels
33.1.4. international unregistered postal items with priority from Europe:
D + 3 - not less than 85% of postal items
D + 5 - not less than 97% of postal items
33.1.5. international unregistered postal items without priority from Europe:
D + 5 - not less than 80% of postal items
D + 7 - not less than 95% of postal items
End-to-end delivery time for internal unregistered postal items is considered to be the time of transfer from the access point where the postal item was delivered to the delivery to the recipient's address or to the delivery of a notice of receipt to the recipient's address.
End-to-end delivery time for domestic parcels is considered the transfer time from the access point where the parcel was handed over to the delivery of a notice of receipt to the recipient's address.
33.2. regularity of collection and delivery of postal items;
33.3. terms of claim handling.

  1. The BP carries out the services under article 3.1. and 3.2. within the following terms:
    34.1. delivery term of registered and unregistered postal items with priority - up to 3 working days from the day of their submission to the post office;
    34.2. delivery term of registered and unregistered postal items without priority - up to 4 working days from the date of their submission to the post office;
    34.3. delivery term of parcels - up to 3 working days from the date of their submission to the post office.
    34.4. Terms of payment of postal money orders:
    34.4.1. regular - up to 12 hours from time the money transfer was submitted to the destination post office, within the working hours of the office;
    34.4.2. Express - up to 6 hours from time the money transfer was submitted to the destination post office, within the working hours of the office;
    34.5. End-to-end term for delivery of regular and express postal money orders:
    34.5.1. regular - D + 2 - not less than 85% of regular postal money orders;
    34.5.2. express - D + 0 - not less than 90% of the express postal money orders.
    34.6. Deadline for refund of the sender's “cash on delivery” amount.
    The amount in the above case is refunded to the sender by ordinary postal money order in accordance with art 34.4.1. and art 34.5.1.


    SECTION X
    METHOD OF PAYMENT FOR THE SERVICES

    35. The BP forms the prices of the services included in the universal postal service in accordance with the rules of the "Ordinance laying down rules for the formation and implementation of the prices of the universal postal service" and "Methodology for determining the accessibility of the price of the universal postal service". BP submit the prices to the CRC for coordination within 30 days prior to their entry into force.
    35.1 Prices of the postal money orders are determined by BP depending on demand and supply on the market and are provided to the CRC for information within 10 days prior to their entry into force.
    35.2. BP informs users of any price change of their services by sending a message to all postal branches at least seven days prior to their entry into force. Price information is also published on the BP's website.
    35.3. Prices of postal money orders are posted at a user-accessible location and on BP's website.
    35.4. Prices for postal services are prepaid by consumers. The payment can be in cash, cashless, by postage stamps or in other ways, depending on the requirements set by BP for the respective service.
    35.5. Terms of payment of Postal services can also be negotiated with BP.
    35.6. The prices of the following services can be paid with postage stamps:
    a) domestic correspondence items, printed matter and small "non-priority" and "priority" packages when paid for according to their weight;
    b) international "non-priority shipments" and "priority shipments" when paid for according to their weight;
    c) additional service "registered" both domestic and international.
    35.7. For international "priority shipments" and "non-priority shipments" the price can also be paid with international coupons-response.
    35.8. The payment, in cash or cashless, is confirmed by means of automated impressions, billing machines, printing presses and other printing or stamping equipment with text "price paid" printed on the shipment.
    35.9. The following postal services, part of the universal postal service, offered by BP including their acceptance, transfer and delivery, are free of charge:
    a) domestic and international postal items from/to the office of the Minister of Transportation, Information Technology and Communications, as well as those between CRC and BP on the one hand and International Postal Union, international organizations and bodies involved in regulating and coordinating postal services on the other hand;
    b) Secograms up to 7 kg - tactile letters and clichés, sound recordings and special paper (except for air mail) sent from / to blind and/or visually impaired people or officially recognized institutes for blind and partially blind people and marked with official Distinctive Marks;
    c) postal items and postal money orders for prisoners of war and interned civilians referred to in the Geneva Convention of 12 August 1949 on the Protection of Civilian Persons in Time of War.
    35.10. On the basis of Article RC 144.9 of the Registered Rail Code for returned parcels, the sender owes:
    - Forwarding price
    - non-canceled prices and levies owed to the designated postal operator at the destination at the time the item is returned to the sender.
    36. On the grounds of Art. 66 para. 3 of the Postal Services Act, "Bulgarian Posts" PLC may negotiate with users who systematically send a large number of their own postal items, different prices, while observing the principles of publicity and equality.
    36.1. The specific terms and conditions are coordinated with CRC and are an integral part of the "Prices list of services included in the universal postal service provided by Bulgarian Posts PLC".
  2. When an unregistered correspondence item placed in a BP post box is affixed with insufficient postage stamps, the difference to the price is collected from the recipient prior to delivery and, if not paid, the item is returned to the sender, who has to pay the difference.
    37.1. Non-registered items of correspondence placed in BP's mailboxes with no postage stamps affixed are returned to senders if their names and addresses are indicated on the consignment. If the name and address of the sender are not indicated, the item is delivered to the recipient after he/she has paid the price. If the recipient refuses to pay the amount, the item is destroyed in accordance with art. 54.1 (a).

SECTION XI
PROHIBITED FOR SHIPMENT SUBJECTS AND SUBSTANCES

38. Clients are not allowed to put in domestic and international postal items the following items and substances:
a) narcotic, psychotropic and poisonous substances;
b) arms, ammunition, pyrotechnic articles, explosive, inflammable or other dangerous substances or objects;
c) objects contrary to moral norms;
d) articles and substances which, by their nature or way of packaging, pose a danger to the life or health of postal workers or other people or may cause pollution or damage to other items and/or postal facilities;
e) religious materials of segregated or non-registered in the country sects and organizations;
e) movable cultural objects for which no permit or certificate has been issued.
38.1. In postal shipments, with the exception of items of declared value, coins, banknotes, currency, travel checks, items of value to the sender, platinum, gold, silver, processed or unprocessed precious stones and other valuable items shall not be allowed.
38.2. Additional substances and objects listed in international treaties, as well as objects the importation or distribution of which is prohibited in the country of destination, can not be put in international postal shipments, including those with declared value, in addition to the substances and objects listed in item 38.1. Information on prohibited substances and articles is available to senders in each post office.
38.3. No postal items containing animals and perishable biological substances, including diagnostic specimens, if their packaging does not meet the requirements set forth in Bulgarian legislation, Post Regulations for parcels and the International Postal Union Postal Regulations.
39. In case of doubt about the presence of prohibited articles or substances in postal shipments, the postal service shall require the sender to agree to an inspection. In case of refusal, the shipment is not accepted.
40. Where there is sufficient reason to believe that an accepted postal item contains prohibited articles or substances, BP retains the item and, after consultation with the inspecting officer, requests from the sender or the recipient to consent in writing to the opening of the shipment. In case of refusal or lack of answer the inspecting officer informs BP, which in turn informs competent state authorities requesting advice for further action.


SECTION XII
CONDITIONS FOR DELIVERY OF POSTAL SHIPMENTS AND REPAYMENT OF POSTAL MONEY TRANSFERS

41. The BP supplies each postal item to the person designated as recipient.
42. Non-registered postal items are delivered as follows:
a) in the receipient’s mailbox located at the specified address;
b) in postal offices or in group delivery cabinets if the recipient lives out the boundaries of the settlement;
c) at the post office of destination if the consignment is marked “poste restante". The recipient identifies him/herself with an identity document;
d) to the recipient’s post office box at the Postal Station if the item is addressed to a "post office mailbox";
e) where non-registered postal items are of a size which does not allow delivery in the mailbox, they shall be delivered to the addressee's address. When the item can not be delivered due to absence of the recipient, a written notice shall be left in the recipient's mailbox advising him/her to visit the postal station in order to receive the shipment. The deadline for the visit is 20 days from the date of receipt of the shipment at the post office. If the recipient fails to appear within 10 calendar days from the date of receiving an unregistered postal item at the destination postal station, a second written official shall be sent.
43. Conditions for the delivery of registered postal shipments, postal parcels and money orders:
a) the delivery of registered postal shipments, postal parcels and money orders shall be made personally to the recipients against signature. The recipient identifies himself / herself with an identity document. In order to prove the delivery of registered postal items, parcels and money transfers, the official forms shall show recipient’s full name, address and UCN;

  1. b) In case the consignee refuses to receive the postal item, the postal parcel and the postal money order, he / she shall state this on the shipment itself or on the official papers and sign. If the recipient refuses, it should be confirmed by the postal employee;
    c) personal data referred to in (a) are collected, processed and used only to prove the identity of the recipient in connection with the delivery of the respective postal item and the repayment of the money transfer;
    d) in case the recipient disagrees his / her personal data to be entered in the official forms, the registered postal items, the parcels and the money transfers shall be returned to the sender;
    e) if the sender (in his / her capacity as a recipient) disagrees with the processing of his / her personal data, by entering it in the official forms, the registered postal items and the parcels are stored according to art. 54 and the money transfers according to art. 54.3;
  2. f) personal data shall be stored within the time limits laid down for the storage of postal items and remittances to which they relate;
    g) in the case of delivery of consignments to the recipient's home personal data shall be entered as per art. 44a.
    Delivery of registered postal items:
    a) the registered postal items are delivered to the recipient’s address personally against a signature. In the absence of the consignee, the shipment may be delivered to his / her agent and, if the shipment is not expressly marked "personally to the consignee", it may also be delivered to an adult member of the recipient’s household living at the address indicated on the consignment against signature and identity document; the three names and the relarionship of the person who received the consignment shall be entered in the official documents;
  3. b) when the consignment can not be delivered to the address due to absence of the consignee or another adult member of the household, a written notice shall be left in the mailbox asking the recipient to appear at the post office to receive the item. The delivery period is 20 days from the date of receipt of the shipment at the post office. If the recipient fails to appear within 10 calendar days from the date the consignment arrived at the post office, a second written official notice shall be sent;
    c) consignments to sole proprietors and legal entities are to be delivered to the office of the company or to an authorized employee;
    d) registered postal consignments to recipients who live out of the settlement are delivered to the postal office of destination and are notified by an official notice put in the group delivery cabinets at the post office;
    e) registered postal items of “poste restante” type shall be delivered to the post office;
    f) registered postal items addressed to postal mailboxes shall be delivered to the post office and recipients shall be notified by written official notice left in the rented mailbox to appear at a designated desk;
    g) registered postal items with declared value shall be delivered to the destination postal office and the beneficiaries shall be notified by BP by written official notice;
    Registered postal items addressed to recipients living out of the settlement are delivered to the destination postal office and are notified with an official notice in the group delivery cabinets to come to the post office
    h) registered postal items with declared value may also be delivered to recipient’s address if there is an additional agreement with the sender or the recipient and an additional price has been paid for this service according to the current prices for the services provided by BP;
    (i) in the case of delivery of registered postal items with a delivery note, the consignee shall sign the notice, fill in the date of receipt and other necessary requisites and return it to the postal employee. BP deliver the shipment as a registered one.
    The deadline for delivery of registered items is 20 days from the date of receipt of the item at the post office. If the recipient fails to appear within 10 calendar days from the date of arrival of the postal item at the destination postal station, a second written official notice shall be sent.
    46. ​​Delivery of postal parcels:
    a) delivery of parcels with and without declared value shall be effected at the post office of destination, for which BP shall notify the consignees by written official notice, which shall be delivered in the order of arrival of registered consignments. The delivery period is 20 days from the date of receipt of the shipment at the post office. If the recipient fails to appear within 10 calendar days from the date of receipt of the postal parcel at the destination postal office, a second written notice of service shall be sent. For each postal parcel not received within nine calendar days from the date a notification (invitation or notice) was sent to the recipient, a storage fee shall be paid according to the current prices for the services provided by BP;
    Post parcels with and without declared value sent to recipients who live out of the settlement are delivered to the destination postal station. Recipients shall be notified with an official notice left in the group delivery cabinets at the post office.
    (b) delivery of parcels with and without declared value may also be made to the addressee's address if there is an additional agreement with the sender or the recipient and an additional price has been paid for this service according to the current prices for the services provided by BP.
  4. Postal money orders reayment:
    (a) Postal money orders shall be repaid to the recipients at the post office within 20 days of the date of issue of the postal money order, for which the beneficiaries shall be notified by the Bureau of Service with notice or otherwise. Postal money transfers are repaid to the recipients in person;
    b) repayment of postal money orders up to an amount determined by BP may also be made at the recipient’s address if there is an additional agreement with the sender or the recipient and an additional fee has been paid for that service;
    c) regular money transfers may be paid out to recipients by a transfer to a designated bank account for a fee for that service;
    d) when delivery notice is to be sent prior to money order repayment, the recipient signs the notice, fills in the date of receipt and other necessary requisites and gives it back to the postal employee. BP deliver the money order to the sender as a registered shipment.
    48. Delivery of parcels with “cash on delivery” option:
    Delivery of registered parcels and postal parcels shall be effected at the post office of their receipt, for which the recipients shall be notified by BP with an official notice;
    49. Registered postal items and postage parcels with declared value and cash on delivery up to an amount determined by BP shall be delivered after the recipient pays the specified amount for the shipment.
    49.1. The amount collected is repaid by BP to the sender of the shipment.
    50. Delivery of packages with damaged packaging:
    a) In case of transportation or delivery of postal items with damaged packaging, with evidence of tampering or a difference in the weight of the shipment at the time of acceptance and at the time of arrival, the post office shall compile a standard document;
    b) In the document referred to in the above article 50a, the date and time of delivery, the name of the post office, the type of the item with labeled weight, the declared value, the place and time of handing over, the full address of the sender and the recipient, a detailed description of the external condition of the package and its contents and possible causes of the damage. The document shall be signed by the clerk and the recipient of the shipment. If the recipient refuses to sign the document, BP provides one witness, who may also be a postal employee and who, together with the author, signs the document;
    c) A copy of the document, together with the consignment, shall be given to the consignee, who may make a claim if he considers that BP is guilty of the irregularity found on the package.
    51. Change of recipient’s address
    When recipients of postal shipments, postal parcels and postal money orders have changed their address, postal items and postal money orders are automatically transferred to their new address if it is known to the post office. In such cases the recipients pay the fee for forwarding service.
    52. Types of power of attorney:
    52.1. Postal items with non-declared or declared value not exceeding 20% of the maximum declared value set by BP, parcels without declared value or with declared value not exceeding 20% of the maximum declared value, determined by BP and postal money transfers for up to 10% of the maximum amount for money transfers set by BP addressed to individuals may be delivered (for postal money transfers - repaid) to authorized persons on the basis of one-time power of attorney for specified consignments, parcels and money transfers without validation as per art. 52.4, with presentation of the authorized person's identity document. The official receipts for consignments, parcels and remittances shall contain the full name, address and UCN of the authorized individuals.
    52.2. One-time power of attorney valid for a particular postal item, parcel or postal money transfer are attached to the receipt.
    52.3. Recipients of postal shipments, postal parcels and postal money orders may authorize in writing other individuals to receive them, against a notarized power of attorney and signature. The authorized person identifies himself / herself with identity and authorization documents. The official papers shall include the full name, address and UCN of the authorized person, the power of attorney's number and the name of the person who has validated the respective power of attorney. Personal data entered in the official forms shall be collected, processed and used only to prove the identity of the recipient in connection with the delivery of the shipment or repayment of postal money order.
    In case of disagreement of the authorized recipient with the processing of his personal data, by entering them in the official forms, postal shipments, postal parcels and postal money orders shall be kept at the respective post office within the term provided for in Item 44 (b) 46 (a) and 47 (a), after which they are returned to the senders.

52.3.1. Notarized power of attorney can be used for receiving postal shipments, postal parcels and postal money orders multiple times.
52.4. The signatures on the power of attorney issued by individuals shall be certified by a notary or a district judge, and where there are no such in the settlement - by the mayor of the municipality or the settlement as per Art. 83 of the Notary and Notary Activity Act.
52.5. The power of attorney certified by a notary is presented by the authorized individuals upon receipt of the postal items, the postal parcels and the postal money orders and after the number, the date and the name of the institution which have certified the power of attorney are entered in the receipt documents, power of attorney shall be returned to the authorized individual.
52.6. The temporary powers of attorney issued by the heads of offices, organizations, military units and legal entities shall be signed by the respective person and stamped. Power of attorney shall be issued in duplicate for a period of up to 12 months. One copy is handed over to the respective postal station where it is kept for 1 year after expiration date, and in the case of money transfer - 3 years. The other copy shall be presented by the authorized person upon receipt of shipments, parcels and money transfers. For the receipt of postal items and money orders with a temporary power of attorney, an annual fee set by BP is to be paid.
52.7. Postal items, postal parcels and postal money orders where the consignee is underage, i.e. a person from 14 to 18 years of age.
a) Postal items, postal parcels and postal money orders with a recipient person from 14 to 18 years of age shall be delivered and postal money orders shall be repaid personally against signature in the presence and with the consent of a parent or guardian. The parent or guardian certifies his / her capacity with birth certificate, respectively with document resulting from court decision.
Persons from 14 to 18 years of age can receive postal items, postal parcels and postal money orders in the absence of parent or guardian provided there is a notarized consent to receive them.
The consignee and the parent or guardian identifiy themselves with identity papers and their full names, addresses and UCNs are to be entered in the official papers according to art. 43;
b) Postal items, postal parcels and postal money orders with a consignee of the age bellow 14 shall be delivered and postal money orders shall be repaid to the parent or guardian against signature and birth certificate, respectively with document resulting from court decision.
The parent or guardian identifies himself / herself with an identity document and his / her full name, address and UCN shall be entered in the official documents according to art. 43;

SECTION XIII
RETURN OF UNDELIVERED POSTAL ITEMS AND UNPAID POSTAL MONEY TRANSFERS
53. Postal items which can not be delivered because: they have not been looked for within the prescribed period; recipients refuse to receive them or to pay the amount of “cash on delivery”; have moved to an unknown address; unknown to the specified address or deceased; that address is incomplete or does not exist, shall be returned immediately to the senders.
53.1. Amounts of remittances which are not paid out to the recipients for reasons set out in art. 53 shall be returned immediately to the senders.
53.2. Registered items of correspondence, printed matter, secograms, small packages and parcels not received within 20 days from the date of their receipt at the destination post office shall be returned to the senders after the expiration of that period. Parcels with fast deteriorating content shall be returned immediately to the sender upon signs of spoilage, accompanied by official documents.
53.3. Postal items addressed "on demand" and not received within 20 days of their arrival at the destination office and remittances within 20 days of the date of issue shall be returned to the senders after expiration of this period.
53.4. Domestic both regular and express money transfers that are not received within 20 days from the date of their issue shall be returned to the senders after the expiration of this period.
53.5. Amounts sent with international postal money orders that are not received within 20 days of their registration at the BP Headquarter are to be sent back to the BP Headquarters for return to the senders immediately after the expiration of that period.
54. Undelivered postal items that can not be returned to the senders because they refuse to get them back, have moved to an unknown address, have incomplete, inaccurate and illegible address, have died or have not appeared to receive them within 20 days of their written notification, shall be destroyed within one year from the date of submission.

  1. a) Unpaid postal money orders that can not be returned to the senders for reasons specified in art. 54 or the senders have not appeared within 10 days after a written notification of the return, are to be sent to the BP headquarter and stored for a period as per art. 54.3.
    1. The destruction of the postal items under art. 54 and the accompanying papers shall be documented with a protocol signed up by three BP employees in the following manner:
    a) correspondence items, printed matter and official forms shall be destroyed by cutting;
    b) objects in small packages and parcels that may be sold are sold at auction, with the proceeds after deduction of selling costs remaining in favor of BP;
    c) articles unsold after the auction referred to in (b) shall be disposed of in an appropriate manner, in accordance with the waste control rules.
    54.2. Mail items that can not be returned to the senders due to incomplete or inaccurate address or due to lack thereof as well as non-registered shipments left in the P.O. box when the lessee does not show up after the expiry of the rental period are destroyed.
    54.3. Amounts sent with postal money orders which are not paid out to the recipients and are not returned to the senders for reasons and within the time frame specified in art. 54 shall be kept by BP at the disposal of the senders and recipients for three years from the end of the year of their submission, after which they remain at BP disposition and the official documents are destroyed by cutting.

    SECTION XIV
    IMPLEMENTATION OF THE TREATY

    55. The contract shall be deemed to be completed:
    a) with the delivery of postal items, postal parcels and the repayment of postal money orders or their transfer to the said accounts;
    b) when unsold postal items, postal parcels or postal money orders are returned to senders;
    c) by order of art. 54.1 and the apportionment of the amounts of unpaid postal money orders as per art. 54.3;
    d) with the repayment of the amounts of “cash on delivery” to the senders.

    SECTION XV

CLAIM RESOLUTION PROCEDURES, COMPENSATIONS AND DISPUTE RESOLUTION

56. Written claim related to art. 20 and art. 50 may be submitted by the sender of the item / postal money order prior to the time of receipt / repayment by the recipient.
56.1. Until the receipt / repayment of the shipment / postal money transfer, the recipient can only make a claim with a written consent of the sender.
57. The claim shall be filed at the post office of handind over or receipt of the shipment or at any other post office.
57.1. A copy of the consignment receipt and the document of irregularities found in the delivered item, if such was drawn up, shall be attached to the claim. If the complainant can not provide the requested documents, he / she shall indicate all the details of the consignment – the office it was handed over at and destination office, names and addresses of sender and recipient, type, document number, date of submission, content, etc.
58. The deadline for making a claim shall be no later than six months from the date of acceptance of the consignment or postal money order.
59. BP is obliged to notify the claimant in writing within one month of filing the claim for domestic postal items and money orders and 3 months for international postal shipments. Upon receiving the claim, compensation shall be paid within one month of the date of the notification. In case of incomplete data submitted in the complaint, the deadline can be extended with the time it takes for clarification, but not longer than one month for domestic and two months for international complaints.
59.1. If the claim is rejected or is left unanswered within the time specified in art. 59, the claimant may address a written request to the Communications Regulation Commission for an opinion on the dispute.
59.2. If the claim is rejected in whole or in part or is left unanswered within the time limit specified in paragraph 59, the claimant may bring an action before the court without having to comply with the provisions of art. 59.1 above. A claim before the court to resolve the dispute may also be brought after the provisions of art. 59.1 were applied.
60. For domestic postal items, postal parcels and postal money orders, BP owes to the senders or recipients:
a) for totally damaged content caused by BP, lost, completely robbed or sent to non-authorized persons registered postal item, compensation equal to BGN 15;
b) for lost, stolen or damaged by fault of BP postage parcel with no declared value, and in the absence of or partial damage of its contents, due to hidden defects of the packaging or the nature of its content - compensation for the actual value of the damage, but not more than the sum of BGN 5 per parcel plus BGN 2 per kilogram of parcel’s weight;

  1. c) for lost, stolen or damaged postage parcels with declared value and in the absence or damage to part of its contents not subject to hidden packaging defects or the nature of the contents, compensation shall be payable for the actual value of the damage but not more than the declared value;
    (d) for amounts repaid for postal money orders to non-beneficiaries by BP's fault, they shall be liable for an amount equal to the one sent with the money order;
    (e) for unpaid amounts to senders of “cash on delivery” , BP shall be liable for the amount of “cash on delivery”;
    f) for non-compliance with the transfer time and / or payment deadlines for:
    - regular money transfers - the amount paid;
    - express money transfers - the difference in the price for regular and express transfers;
    g) for failure to comply with the delivery terms of postal shipments and postal parcels:
    - registered and non-registered with priority - the price difference between priority and non-priority shipment;
    - registered and non-registered without priority - the paid amount;
    - postal parcels - the paid amount;
    h) the fees paid for the services are to be reimbursed together with the compensations due as per (a) to (e;
    For a lost, stolen or completely damaged international registered priority parcel, BP owes compensation equal to the BGN equivalent of 30 SDR (Special Drawing Right) and the fee paid for the shipment, except for the registration price.
    For a lost, stolen or totally damaged international registered "M" bag with priority, BP owes compensation equal to BGN equivalent of 150 SDRs (Special Drawing Right) and the fee paid for the “M” bag, except for the registration price.
    61.1. The compensation for a partially stolen or partially damaged international priority consignment is equal to the actual value of the loss but not more than 30 SDRs.
    Compensation for a partially stolen or partially damaged international registered “M” bag is the price of the actual loss but not more than 150 SDRs.
    62. In the case of partially stolen or partially damaged international correspondent shipment with declared value, BP owes to the sender compensation in the range of the actual value of the loss but not more than the SDR equivalent in BGN of the declared value.
    62.1. If the item as per art. 62 is lost, stolen or totally damaged, BP owes the sender reimbursement of the service charge as well, except for the price for the option "declared value".
    63. For a lost, stolen or totally damaged international parcel, BP owes compensation amounting to the sum of 40 SDR per parcel plus 4.50 SDR per kg in BGN equivalence and the fee paid for the shipping.
    a) For a partially robbed or partially damaged international parcel BP owes compensation corresponding to the actual value of the loss but not more than the sum of 40 SDR per parcel plus 4.50 SDR per kg in BGN equivalence;
    b) For a lost, stolen or totally damaged international parcel with declared value, BP owes compensation equal of the declared value calculated at the exchange rate of the SDR to BGN and the fees paid for the shipment, excluding the price for the additional service "declared value ";
    (c) For a partially robbed or partially damaged international parcel with declared value, BP owes a compensation corresponding to the actual value of the loss, but not more than the amount of the declared value calculated at the rate of SDR to BGN.
    63.1. BGN equivalent of the indemnity shall be determined in accordance with Art. RL 109 of the International Postal Union Regulations for Correspondence Items.
    64. BP shall not be held liable for any indirect losses incurred and unrealized profits thereof resulting from lost, damaged, stolen and delivered to unauthorized persons or delayed deliveries of domestic and international shipments.
    65. BP shall not be liable for contracts with insurers of postal items, signed by senders with insurers, when the latter enter into the rights of the insured under Art. 213 of the Insurance Code, above the amount of compensation to which the sender or the recipient is entitled under this section of the General Conditions. Compensations are paid to insurers if they have not been paid to senders or recipientss.

    SECTION XVI
    DEFINITIONS
  2. For the purposes of the General Conditions:
    66.1. POSTAL SHIPMENTS are consignments that contain objects with such physical qualities and technical parameters that allow their transportation through the postal network. Post items are items of correspondence, printed matter, small packages, secograms and postal parcels containing goods with or without commercial value.
    66.2. CORRESPONDENCE SHIPMENT (LETTER AND / OR POSTAL CARD) is a postal item containing a written message on any physical medium to be sent and delivered to the address indicated by the sender on the shipment. Printed works are not correspondent items.
    66.3. PRINTED WORK is a postal item containing newspapers, periodicals, books, catalogs, reproductions on the type of paper used in printing, with the address of the sender and the recipient written on the shipment.
    66.4. POSTAL PARCEL is a postal item of specified size and weight, usually containing goods with or without commercial value.
    66.5. POSTAL PAYMENTS ON PAPER MEDIUM are postal services for transfering through a postal operator licensed to perform services under Art. 39, item 3 of the PSA of funds from the sender to the recipient.
    66.6. REGISTRATION is a postal service that represents insurance contract against the risks of loss, theft and damage for which the sender is issued a document for acceptance of the postal item and, also, at his request a notice of delivery to the recipient.
    66.7. DECLARED VALUE is a postal service that is the responsibility of the postal operator up to the amount of the contents of the postal item as declared by the sender in case of loss, theft or damage.
    66.8. PAYMENT is a postal service where the postal shipment is delivered to the recipient for an amount determined by the sender.
    66.9. INTERNATIONAL POSTAL SHIPMENTS are shipments originating from or destined for another country.
    66.10. SPECIAL DRAWING RIGHTS (SDR) is the International Monetary Fund's type of currency also used in the International Postal Union's activities.
    66.11. CONSUMER is any individual or legal entity who uses postal services as sender or recipient.
    66.12. SENDER is a individual or legal entity who sends a postal item and / or a postal money order.
    66.13. RECIPIENT is a individual or legal entity identified in the postal and / or postal money order address field whom they are intended for.
    66.14. HOUSEHOLD includes spouses, idividuals living in a conjugal relationship, their children and relatives if they live with them.
    66.15. SMALL PACKAGE is a postal item that contains merchandise with or without commercial value with a maximum weight of up to 2 kg.
    66.16. SECOGRAMS are embossed letters and clichés, phonograms and special papers sent by / or to blind and visually impaired persons or officially recognized institutes for blind and visually impaired persons and marked with prescribed distinctive signs.
    66.17. INTERNATIONAL COUPON-RESPONSE is a special form approved by the International Postal Union with a certain sales and exchange value. With an international coupon, the sender pays to the recipient in advance the price of a specific correspondence item.
    66.18. PRIORITY SHIPMENTS are postal items transported and delivered as fast as possible.
    66.19. SHIPMENTS WITH NO PRIORITY are postal items for which the sender has chosen to pay lower price, which implies a longer trasportation and delivery period.
    66.20. RECEIVING OF POSTAL SHIPMENTS is a postal operators’s service of accepting postal items brought by the senders at the access points.
    66.21. TRANSPORTATION OF POSTAL ITEMS is a postal operators’s service, including the process from acceptance to the delivery of the postal items.
    66.22. DELIVERY OF POSTAL ITEMS is a service that starts with sorting the items at the delivery center and ends up with postal items being delivered to recipients.
    66.23. ACCESS POINT is a stationary or mobile post office, postal agency or post in a shared room, where the senders hand over and the operator accepts postal items and postal money orders; mailboxes and other public utilities are at senders’ disposition as well.
    66.24. Standard Domestic Correspondence Shipment is a postal item measuring: maximum - 120/235 mm, minimum - 90/140 mm, max. thickness - 5 mm.
    66.25. POSTAL NETWORK is a collection of organizational and technologically related units and means, which may include stationary and / or mobile post offices, postal agencies and post offices in shared rooms, exchange and sorting centers and assemblies, transport and technical facilities built and used with the purpose of receiving, transporting and delivering postal items and handling postal money orders.
    66.26. INCIDENTAL FORCE is an unforeseen or unavoidable extraordinary event occurring after signing the contract.
    66.27. POST SECURITY is a set of measures and actions for the protection of postal items, cash, operators' property, the life and health of employees and consumers, ensuring confidentiality of correspondence, protection of personal data and assistance in the detection of offenses and crimes, carried out against or through the postal network. These measures shall be implemented through appropriate structures, qualified staff and technical means.
    66.28. STATIONARY POSTAL OFFICE is an essential element of postal networks organized in separate premises where, through technologically interconnected workplaces, postal service employees provide all types of universal and specific postal services and other commercial activities as well.
    66.29. MOBILE POSTAL STATION is an element of the postal networks organized in specialized vehicles, where officials carry out all the postal services included in the universal postal service serving number of settlements on a specified route and timetable.
    66.30. POSTAL AGENCY is organized as a separate workplace in a community without a stationary post office where an official of a certain postal operator provides certain postal services.
    66.31. POSTAL DESK IN A SHARED ROOM is a working place for postal services in a room where other types of public services are offered. The right to provide postal services is granted on the basis of a contract with a designated postal operator.
    66.32. DIRECT POSTAL ADVERTISEMENT is a postal item consisting of advertising or marketing material only and containing identical messages except the recipient's name, address and identification number.

    FINAL PROVISIONS

    67. BP, on its own initiative or on a proposal from consumers and their legitimate organizations, as well as on a proposal of the CRC, may make amendments or additions to these General Terms and Conditions whenever necessary and legal. Amendments to the Terms and Conditions are made in the order they are agreed upon.
    67.1. Amendments to the individual articles of the contract as per art. 11 shall be made by mutual agreement between parties.
    68. These General Terms and Conditions have been submitted for opinion by the Commission for Protection of Consumers, have been coordinated with the Communications Regulation Commission and are issued as per Art. 21 of the Postal Services Act and come into force on 18.06.2018. With their entry into force they will be published on the website of "Bulgarian Posts" PLC and posted on accessible places at the postal stations.

    69. Issues between BP and consumers regarding accepted but undelivered postal items and outstanding money orders on the date of entry into force of these General Terms and Conditions shall be settled in accordance with the procedure in force on the date postal items and remittances were accepted.