Terms of use - Practical and legal info

Below you will find our terms and conditions. It is important that you as a customer of Shipmondo ApS read, understand, and accept these terms. If you have any questions about any of the following terms, please feel free to contact us.

1. This Agreement

1.1 Purpose

These terms and conditions are a legal document that describes the obligations of Shipmondo ApS (hereinafter referred to as “Shipmondo”), and those of the customer in connection with the use of Shipmondo's services, including Shipmondo's freight service and use of Shipmondo's payment solution (Shipmondo Payments).

1.2 Effect

Your acceptance of these Terms is considered to be a legally binding agreement between yourself and Shipmondo, valid from your acceptance date.

1.3 Change

Shipmondo reserves the right to make changes to the website or these terms at any time, or to add any additional terms in order to reflect changes in current legislation or changes to our service.

2. Legal Capacity

These terms and conditions apply from the customer's acceptance date and form the basis for the customer’s connection to Shipmondo.

You are required to be logged in to your Shipmondo account, in order to be able to use Shipmondo’s services. You are responsible for maintaining the confidentiality of your account and password and for restricting access to your account. You agree to accept responsibility for all activities that occur under your account or password.

3. Contact

Seller in these Terms is:

Shipmondo ApS
Hvilehøjvej 25
5220 Odense SØ
Denmark
VAT identification No.: 36 39 90 66

4. Shipmondo’s Service

4.1 Who can use Shipmondo?

Shipmondo is a business service exclusively. This means that in order to use Shipmondo’s, you must have a registered company with a valid VAT number.

Shipments purchased through Shipmondo’s service may only be used for own distribution and are not for resale.

4.2 Acceptance of carrier's terms of service

Shipmondo provides access to various carrier services, i.a. DHL, GLS and PostNord.

Shipmondo is not a carrier or a freight forwarder, as Shipmondo doesn't handle shipments and transport physically.

Upon booking of a shipment through Shipmondo, you accept both Shipmondo's and the terms of service of your chosen carrier.

This includes but is not limited to:

  • packaging requirements,
  • dimension requirements,
  • complaint procedures,
  • fees,
  • service charges and
  • insurance claims for damaged or lost items.

In case of any discrepancy or inconsistency between Shipmondo's and carrier's terms of service, Shipmondo's terms shall prevail.

4.3 Questions regarding shipping and processing

Shipmondo is not a carrier or a freight forwarder, as Shipmondo doesn’t handle shipments and transport physically.

Any questions regarding a shipment must therefore be made directly to the carrier used. These include but are not limited to:

  • questions regarding shipment status,
  • expected delivery time,
  • lack of pickup at a service point or
  • individual carrier's terms of service.

4.4 Web services

Shipmondo makes a number of web services available to Shipmondo's customers, free of charge. These include:

  • API services
  • Plug & play integrations
  • Delivery Checkout
  • Return Portal

The requirement for using Shipmondo's web services is that you are an active customer and are booking your shipments through Shipmondo's platform, as long as Shipmondo provides booking for your carrier of choice.

If you are using Shipmondo's web services without booking your shipments through Shipmondo’s platform, Shipmondo reserves the right to close your account without any notice.

When using Shipmondo's web services, you must not make any changes or adjust the appearance of the service, including i.a. Shipmondo's logo. In case of violation, Shipmondo reserves the right to close your account without any notice.

4.5 Payment solution (Shipmondo Payments)

In collaboration with Wordline A/S, Valitor and Worldline, Shipmondo offers a payment solution (hereinafter referred to as “Shipmondo Payments”) to Shipmondo's customers in Denmark.

Shipmondo Payments consists of both a payment gateway and an acquiring agreement, which together allow you to receive payments over the Internet.

4.5.1 Acceptance of payment service provider's terms and conditions

Shipmondo Payments is based on Billwerk+ Denmark A/S's payment gateway. When you use Shipmondo Payments and accept Shipmondo's trading terms, you also automatically accept Billwerk+ Denmark A/S's terms and conditions.

This includes, but is not limited to:

  • compliance with rules/guidelines regarding payment transfers,
  • operation and uptime,
  • and rights concerning compensation.

In the event of a substantive disagreement between Shipmondo and Billwerk+ Denmark A/S's terms and conditions, Shipmondo's terms and conditions take precedence.

4.5.2 Operation and uptime

Shipmondo strives to ensure that payment over the Internet can take place 24 hours a day, every day of the year. System status on the Shipmondo Payments service can be found on Billwerk+ Denmark A/S's system status page.

4.5.3 Support

Shipmondo provides free customer service and technical support on Shipmondo Payments by phone and email, as with Shipmondo's other services.

4.5.4 Integration/payment modules for webshop systems

When you use Shipmondo Payments on your webshop, you are responsible for adapting the software to your webshop so that payment transfers can be processed via Shipmondo Payments.

Shipmondo provides free payment modules for the most popular webshop systems. These payment modules are made available entirely without liability to Shipmondo.

4.5.5 Acquiring agreement

When you apply for an acquiring agreement through Shipmondo Payments, an application will be sent on your behalf to our partner (Valitor/Worldline).

The acquiring agreement entered is a legal agreement between you/your company and the chosen acquiring partner (Valitor/Worldline). Shipmondo is only an intermediary and not a part of the acquiring agreement.

If you have one or multiple existing acquiring agreements, you can use them with Shipmondo Payments.

4.5.6 Consumption and invoicing

Consumption of Shipmondo Payments is invoiced once a month, at the beginning of the month, according to the current prices.

Transaction costs are invoiced and are paid in arrears according to consumption, whereas subscription to specific selected services, such as MobilePay, is invoiced in advance.

The payment will be deducted from the associated payment card attached to the Shipmondo account.

If it is not possible to charge the invoice from the associated payment card, a payment reminder will be sent to the customer’s email address.

After 10 days, the customer will be charged a reminder fee (see paragraph 10. Additional charges and fees).

4.5.7 Compensation in the event of operational disruptions, etc.

Shipmondo Payments is based on the payment infrastructures of Billwerk+ Denmark A/S, Valitor and Worldline. You/your company cannot make claims against Shipmondo due to operational disruptions or technical errors on Shipmondo Payments. This applies regardless of the reason for it.

5. Payment Security, Terms of Subscription and Receipt

5.1 Security during payment

Accepted payment cards at Shipmondo are Visa, MasterCard, Dankort, Maestro, JCB, American Express and Diners Card. Shipmondo doesn’t charge any transaction fees for your purchase.

Transactions take place through an encrypted connection via Bambora Checkout (Worldline), which means that the connection is completely secure. Shipmondo doesn’t have access to your card information at any time and the amount is transferred directly between banks.

Shipmondo charges the invoiced amount immediately after the transaction has been made. You will receive a receipt for each completed transaction.

5.2 Automatic card payments

Shipmondo offers signing up for automatic card payments. Transactions take place as described in these terms. The invoiced amount will be charged automatically and without you having to enter card information for each purchase.

5.2.1 Change of payment card details

You can change the credit card information saved on your Shipmondo account at any time. Card removal and update process is described here.

5.2.2 Cancellation of subscription

You are entitled to terminate your subscription at any time. This is done directly through your account in the Shipmondo app, by removing your credit card from the overview. Card removal process is described here.

In the event of breach of the Terms of subscription, Shipmondo reserves the right to cancel the subscription with the effect of preventing the customer from using Shipmondo's services. This can be done without any previous notice.

5.3 Automatic refill of account balance

If the option Activate auto-refill is selected under Payment Settings, the user-defined amount will be charged from your card when the balance drops under the amount determined by you. Funds will subsequently be added to your account balance at Shipmondo.

5.4 Receipt

Shipmondo issues a receipt immediately after each completed card transaction. All receipts and invoices can be found under Billing.

6. Terms of Purchase and Use of Shipping Label

This section describes the terms of purchase and use of shipping labels through Shipmondo’s service.

In case of violation of these Terms of Purchase, Shipmondo reserves the right to invoice you for the additional charge according to the applicable rates.

6.1 Procedure for invoicing of additional charges

You will be able to see and settle your outstanding charges through your Shipmondo account.

If the outstanding is not cleared within 6 days, your saved payment card on your Shipmondo account will be charged.

In case it's not possible to charge your payment card, a payment reminder will be sent to you after another 10 days, and a reminder fee will be applied to the outstanding amount (see paragraph 10. Additional charges and fees).

In case of non-payment, your Shipmondo account will ultimately be closed and the case will be passed on to a debt collection service. You will be liable for all legal costs or fees charged as a result of debt collection.

6.2 Address information and shipping label

You are fully responsible for the address information on the shipping label and its placement on your shipment, so that it’s visible to the carrier and can be scanned and machine sorted in the carrier’s sorting facilities.

Should errors in address information occur or if the physical shipping label turns out to be defective in any way, i.e. the address can’t be read or the barcode scanned, a manual handling fee will be applied according to the carrier’s applicable rates.

6.3 Shipment validity

Shipments purchased through Shipmondo's shipping agreements are valid for 7 days from the date of purchase, with the exception of the following shipping products:

  • dao ParcelShop and Home Delivery: Valid for 10 days
  • Postnord Return Drop Off: Valid for 30 days
  • GLS ShopReturn (except for shipments from Sweden to Denmark): Valid for 30 days
  • GLS ShopReturn (for shipments from Sweden to Denmark): Valid for 18 days

When a shipment expires, the shipping label is considered invalid and must not be used. Violation of this will incur a fee (see paragraph 10. Additional charges and fees).

When a shipment is canceled, the shipping label is considered invalid and must not be used. Violation of this will incur a fee (see paragraph 10. Additional charges and fees).

6.4 Reuse of shipping label

It is strictly forbidden to reuse shipping labels for shipments created through Shipmondo.

Violation of this will incur a fee (see paragraph 10. Additional charges and fees), and the package will automatically be returned to the sender.

6.5 Price difference, fees, service charges etc.

If a shipment is created with too little postage, you’ll be charged for the price difference subsequently.

If handling of a shipment has resulted in any other fees or service charges, these will subsequently be charged to you as well. The above charges can take place up to 180 days from the dispatch date of the shipment.

6.6 Maximum size and packaging requirements

Each carrier has their own requirements for package dimensions and packaging. If these are not met, an additional charge will be issued according to the carrier’s applicable rates. The same goes if a lower weight (range) is specified during booking than the actual weight of the package.

Any additional charges are based on the carrier's prices, unless otherwise stated.

Information on carrier requirements for package dimensions and requirements for packaging can be found here.

An overview containing prices for carriers' additional charges and extraordinary activities can be found here.

If a shipment is rejected by a carrier due to exceeding the maximum size, it will be returned to the sender, without refund of the costs incurred. In addition, you will be charged for return costs. The cost of return will be the same as the cost of the original shipment.

6.7 Business parcel to a non-business address

If a business parcel is sent to an address that is not a business address, depending on the carrier, you might be charged for the price difference between a business and a private delivery. Otherwise, your shipment might be delivered to a pick-up point and an extra service charge might be applied.

6.8 Return shipments

6.8.1 Non-delivery of shipments

If a shipment can’t be delivered to the recipient or is not picked up at a service point, the shipment will be returned to the sender.

You will be charged for return costs. The cost of return will be the same as the cost of the original shipment.

6.8.2 Non-delivery of international shipments due to non-existing address

In case an international shipment can’t be delivered due to a non-existing or faulty receiver address / missing contact information, you will be contacted pr. e-mail.

If Shipmondo doesn’t receive a response within 48 hours, the shipment will be sent back at your expense (see paragraph 10. Additional charges and fees).

6.8.3 Prohibited and controlled goods

If a shipment is rejected by a carrier due to containing forbidden or controlled goods, it will be returned to the sender, without refund of the costs incurred. In addition, you will be charged for return costs. The cost of return will be the same as the cost of the original shipment.

6.9 When using Shipmondo Return Portal

As a Shipmondo user, you can create a Return Portal and make it available to your customers for purchase of return shipments. A requirement for using the Return Portal is that your return address is a business address, which will be validated through a VAT-validation. If this requirement is not met, Shipmondo reserves the right to close the Return Portal in question without any notice.

It is the user of the Shipmondo Return Portal, who is responsible for informing the customer about the demands and requirements for the package’s measurement, packaging, ect. If a package is not aligned with the requirements of a specific carrier, the user who owns the Return Portal will be invoiced for the additional service as well as the additional costs. If a package is unable to be delivered to the recipient address, and is thereby sent back to the sender, the user of the Return Portal will be invoiced for the return freight.

In case of lost or damaged packages, it is the given carrier, who is liable for the damages to Shipmondo, and Shipmondo is liable for damages to the user who owns the Return Portal. The individual carrier’s complaint procedure and conditions apply here.

You will be charged for any difference that may occur between the actual price and the price your customer has paid for the return shipment.

6.10 Additional services

Shipmondo offers the possibility of adding/purchasing a number of additional services to your shipment. Conditions for these additional services can be found under every individual service.

6.11 Export and customs

Customs declaration is generally paid by the sender, while customs and VAT are paid by the receiver. If the carrier does not receive payment from the receiver, the amount will be charged to the sender.

7. Complaints

Shipmondo provides access to various carrier services. Shipmondo is not a carrier or a freight forwarder, as Shipmondo doesn’t handle shipments and transport physically. Upon booking of a shipment through Shipmondo, you accept both Shipmondo's and the terms of your chosen carrier. This includes but is not limited to: packaging requirements, dimension requirements, complaint procedures, fees, service charges and insurance claims for damaged or lost items etc.

In case of a lost or damaged shipment, it is the carrier who is liable for compensation and the individual carrier's complaint procedures and conditions apply. Any complaint or compensation request is therefore to be submitted to the carrier directly.

If the shipment for which a compensation request is created is purchased through Shipmondo ReturnPortal, it is the owner of the ReturnPortal that is eligible for compensation and not the end-customer.

In case of disagreement regarding a fee or service charge, the complaint must be submitted to Shipmondo no later than 30 days after the service has been delivered / invoiced. Shipmondo reserves the right to reject complaints older than 30 days.

8. Right of Cancellation

8.1 Shipments purchased through Shipmondo’s shipping agreements

By accepting these Terms, you accept that unused shipment labels, purchased through Shipmondo’s shipping agreements can be canceled within 14 days of purchase. The exception applies for dao’s shipments, where the right of cancellation is 10 days from purchase.

8.1.1 Cancellation of Danske Fragtmænd shipments

In order to cancel a Danske Fragtmænd shipment, you need to contact Danske Fragtmænd to cancel the pick-up for your shipment. Canceling a pick-up is required before a shipment can be canceled. Contact Shipmondo’s customer service for help with canceling your Danske Fragtmænd shipment.

8.1.2 Cancellation of multiple parcels (colli) to the same address

Canceling a shipment with multiple parcels (colli) to the same address is only possible if none of the parcels from this shipment have been sent.

8.2 Cancellation of address labels and shipments purchased through own carrier agreements

It is not possible to cancel purchase of address labels and labels created through own carrier agreements, as the 14-day cancellation period does not apply for those.

9. Closing an account

When closing a Shipmondo account, the account is calculated and any outstanding balance paid to the customer. Shipmondo charges an administration fee for account statement and closure (see fee rates under section 10).

10. Fees and Additional Charges

Below is an overview of fees and additional charges for shipments purchased through Shipmondo’s shipping agreements.

All amounts are stated excl. VAT.

  • Fees/prices for carriers' extraordinary activities: Click here.
  • Use of label for a canceled shipment: EUR 25 + shipment price
  • Use of an expired/invalid shipping label: EUR 25 + shipment price
  • Label reuse: EUR 25 + shipment price
  • Account statement and closing of account: EUR 30
  • Return due to lack of response for non-delivery of international shipments : EUR 20 + return shipment price
  • Reminder fee: EUR 13

11. Data Processing Agreement

Shipmondo is processing personal data needed for booking of shipments through your chosen carrier. These include your customer’s address and contact information.

Formally, this means that you are a data controller and Shipmondo is a data processor.

As a data processor, Shipmondo commits to complying with all aspects of the personal data law at any given time, both in terms of storage, access, sharing, deletion and processing in general.

As a customer at Shipmondo, you accept the applicable Terms described in our Data Processing Agreement.

12. Termination

Either party may choose to terminate this agreement by giving a 14-day written notice.

Upon termination, customer's Shipmondo account will be closed and the outstanding balance settled and paid out to the customer's payment card or bank account.

Prepaid subscriptions to selected services, such as MobilePay-payment on Shipmondo Payments are non-refundable.

13. Discrepancy

In the event of any discrepancy between any purchase and these Terms, this agreement shall prevail. These Terms are governed by Danish law, and any dispute between the parties shall be resolved by the court of Odense in Denmark.