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Terms of Use and Service

Claisy: Terms of Use/Terms and Conditions

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Last updated: December 31, 2025

Effective date: January 1, 2026

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Please read these Terms of Use carefully before browsing this website. By accessing this website, you agree, without reservation, to these Terms of Use.

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Article 1 - Terms of Use

Please read these Terms and Conditions of Use (“Terms of Use”) carefully, as they govern your (“Your,” “You,” or “Your”) use of the website located at: www.claisy.com (“Site”), the associated software-as-a-service platform (“Platform”), and the tracking services, including, but not limited to, our shipment protection service, accessible via the Site. Claisy is the trade name of TRCKLY, a simplified joint-stock company (SASU) with capital of €1,000, headquartered at 4 Rue du Rendez-Vous, 75012 Paris, registered with the Paris Trade and Companies Register under number 927 541 201.

To make these Terms of Use easier to read, the Site, the Claisy Policy, and the other products and services available through the Site and the Platform, as well as the content and materials available on them (the “Content”), are collectively referred to as the “Services.”

Please review these Terms of Use before accessing our Services or Content. By accessing or using the Services, clicking a button, or taking any other action to indicate your acceptance of these Terms of Use, or by completing our account registration process, you agree to comply with these Terms of Use and any subsequent modifications that may be posted on the Site from time to time. Furthermore, you represent that you have reached the legal age of majority in your jurisdiction of residence, are capable of entering into a binding contract with Claisy, and are not legally prohibited from using the Services under applicable law. These Terms of Use encompass the provisions of this document, as well as those of the Privacy Policy. These terms also encompass the provisions (including any exclusions and restrictions) of the Claisy Policy. If you accept or agree to these Terms of Use on behalf of a company or legal entity, you represent and warrant that you have the authority to bind said company or legal entity to these Terms of Use. In this context, the terms “You” and “Your” shall include and apply to such company or legal entity in addition to yourself.

Your use of the Services and your participation in certain activities may be subject to additional terms and conditions (referred to as the “Supplemental Terms”). These Supplemental Terms will either be incorporated into the Terms of Use or presented to you for approval when you sign up for an additional Service. In the event of any conflict between the Terms of Use and the Additional Terms, the Additional Terms shall govern with respect to that Service. The Terms of Use and any applicable Additional Terms are collectively referred to as the “Agreement.” Claisy reserves the right to modify these Terms of Use at any time, without notice, and in its sole discretion. If such action is taken, we will notify you by posting the revised Terms of Use on the Site, and/or we may also use other means of communication. It is essential that you take the time to review the Terms of Use each time they are updated or when using the Services. If you continue to use the Services following the publication of the revised Terms of Use, this implies that you consent to the changes made. If you refuse to comply with the changes, you will be unable to access the Services. Since our services are subject to change, we reserve the right to modify or terminate all or part of these services at any time and without notice, at our sole discretion.

Please review our current Privacy Policy, which also governs your use of the Services, for information and notices regarding our collection and use of personal information.

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Article 2 - Use of the Services and Content

2.1 The Services

As part of the Services, Claisy develops and makes available to you, as a customer of a merchant that has contracted with Claisy (a “Merchant”), the opportunity to add the Services in order to enhance your online shopping experience (each end customer, a “Consumer”).

For clarity, the term “Consumer” is considered to refer to “You” for the purposes of these Terms of Use. Our software applications are designed as an add-on to your existing online storefront, Merchant, if applicable, offering value-added features. Claisy provides software that allows Consumers to file a claim for physical loss or damage due to any external cause ( Dispute and to track the location of their shipments. When filing a claim to protect their shipments under the Claisy Policy, Consumers will receive a link to file such loss claims and to track these shipments.

2.2 Account

In order to access certain features of the Services, you must create an account on the Services directly through the Services and become a Registered User. For the purposes of this Agreement, you are a “Registered User” if you have registered any Account. When registering an Account for the Services, you agree to provide only true, accurate, current, and complete information about yourself as requested by the registration form (including your name and email address) (the “Registration Data”) and to promptly update the Registration Data thereafter as necessary to keep it current.

You represent that you are not prohibited from using the Services under any applicable law (primarily those of the European Union, the United Kingdom, and the United States, without territorial limitation) and that you will be responsible for all activities that occur under your Account. You agree not to misrepresent your identity, use another person’s image, likeness, or identity, or provide any misleading or false profile information in connection with the creation and use of your Account. You also represent and warrant to us that you have the right to create your Account and provide data to us through that account. You may not authorize any third party (other than, where applicable, employees, consultants, or agents of the corporate member you represent) to access or use our Services on your behalf. You are responsible for the confidentiality of your username and password and are fully responsible for all activities that occur under your username or password. You agree to notify us immediately of any unauthorized use of your user ID or password or any other security breach.

We may take any measures we deem reasonably necessary to prevent fraud and abuse, including placing restrictions on user accounts or on the amount of content that can be accessed through the Services at any given time. We cannot and will not be liable for any loss or damage resulting from any unauthorized use of your Account. You acknowledge and agree that you have no ownership rights or other proprietary interest in your Account and that all rights in and to your Account are owned by and inure to the benefit of Claisy.

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Article 3 - Restrictions on Use of the Services

You agree not to do the following:

  • Use, display, mirror, or frame the Services or any individual element within the Services, the name “Claisy,” any Claisy trademark, logo, or other proprietary information, or the layout and design of any page or form contained on a page, without Claisy’s express written consent;
  • Access, alter, or use non-public areas of the Services, Claisy’s computer systems, or the technical delivery systems of Claisy’s suppliers;
  • Attempting to probe, scan, or test the vulnerability of any Claisy system or network, or to circumvent any security or authentication measures;
  • Avoid, circumvent, remove, disable, alter, or otherwise bypass any technological measures implemented by Claisy or one of its suppliers or any other third party (including another user) to protect the Services;
  • Attempting to access or search the Services or download content from the Services using any engine, software, tool, agent, device, or mechanism (including spiders, robots, crawlers, data mining tools, or similar) other than the search software and/or agents provided by Claisy or other generally available third-party web browsers;
  • Send any advertisements, promotional materials, emails, junk mail, spam, chain letters, or other forms of unsolicited or unauthorized solicitations;
  • Use meta tags or any other hidden text or metadata that includes a Claisy trademark, logo, URL, or product name without Claisy’s express written consent;
  • Use the Services, or any part thereof, for commercial purposes or for the benefit of any third party, or in any manner not authorized by these Terms of Use;
  • Falsify any TCP/IP packet header or any part of the header information in any email or newsgroup post, or otherwise use the Services to send altered, misleading, or false source identification information;
  • Attempt to decipher, decompile, disassemble, or reverse engineer any software used to provide the Services;
  • Interfere with, or attempt to interfere with, the access of any user, host, or network, including, without limitation, sending a virus, overloading, flooding, spamming, or email bombing the Services;
  • Collect or store any personally identifiable information from the Services obtained from other users of the Services without their express consent;
  • Impersonating or falsely claiming an affiliation with any person or entity;
  • Systematically retrieve data from any of the Services to create or compile, directly or indirectly, a collection, compilation, database, or directory, except with our express written consent;
  • Access or use the Services to develop, or have a third party develop, a product or service that is similar to or competes with the Services, including, but not limited to, any product or service that offers or makes shipping insurance available to its customers;
  • Send or upload files containing malware through the Services or while accessing or using the Services;
  • Engaging in activities that pose an unacceptable risk of loss, as determined by Claisy in its sole discretion;
  • Violate any applicable law or regulation; or
  • Encouraging or allowing any other person to engage in any of the prohibited activities listed above.

Claisy is under no obligation to monitor access to or use of the Services or to review or edit any content. However, we reserve the right to do so for the purpose of operating the Services, ensuring compliance with these Terms of Use, and complying with applicable law or other legal requirements. We reserve the right, but are not obligated, to remove or disable access to any content, including Member Data, at any time and without notice, including, but not limited to, if we, in our sole discretion, deem it objectionable or in violation of these Terms of Use. We have the right to investigate violations of these Terms of Use or conduct affecting the Services. We may also consult with and cooperate with law enforcement authorities to prosecute users who violate the law. Claisy reserves the right to take appropriate legal action, including, without limitation, seeking civil, criminal, or injunctive relief.

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Article 4 - Proactive Tracking Solution

4.1. Claisy offers a proactive tracking solution that allows you to track parcels in real time and send alerts if any issues are detected. This solution is integrated into the Claisy app and ensures proactive management of shipping issues.

4.2. Alerts generated by the tracking solution may include notifications in the event of delays, deviations from the planned route, detected damage, or any other issue that could affect the delivery of the parcel.

4.3. Tracking Data and Limitation of Liability: The tracking information (delivery status, location, dates) displayed on the Platform is transmitted by third-party carriers via API. This data is provided by Claisy for informational purposes only. Claisy shall not be held liable for any delay in updating, inaccuracy, or unavailability of this data originating from the carriers’ information systems, nor for any consequences such errors may have on the Customer’s claim filing deadlines. The Member must ensure that the tracking information provided by the Carrier correct and up to date.

4.4. If an anomaly is detected, Claisy agrees to take the necessary steps to notify the Member and, if necessary, to contact the Carrier attempt to resolve the issue.

4.5. The proactive tracking solution includes the Protection Service, which is provided at no additional cost to the Member.

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Article 5 – Definitions of the Protection Service

  • Member: any Professional or Shipper using the Service
  • Good: whether bought new or used
  • Delivery Note: a document issued by the Carrier delivery;
  • Shipping Label: a document issued by the Carrier the shipment of the parcel, containing all the recipient’s information;
  • Damage: any destruction, total or partial deterioration, visible from the outside on the Covered Item, that impairs the use of the Covered Item in accordance with the manufacturer’s specifications, and caused by an Accident during its transport by a Carrier or by the postal service.
  • Parcel: An item or a set of items, regardless of weight, dimensions, or volume, that constitutes a single identifiable unit of cargo upon delivery to Carrier, with the exception of pallets, which are not covered;
  • Pickup Date: the date on which the Carrier picks up the Parcel or Goods Carrier
  • Recipient: the person listed as the recipient of the parcel or merchandise on the shipping label or delivery slip
  • Exclusion: list of Goods excluded by virtue of their nature, as defined in Section 8.3 of these Terms and Conditions;
  • Sender: the person identified as the sender of the Parcel or Goods on the Shipping Label and in the form completed by the Member when subscribing to the Services;
  • Compensation: a cash payment made to the Member who was the subject of a Dispute ;
  • Dispute total or partial theft, damage during transport, or non-delivery affecting the Covered Property that may trigger the Coverage, as defined in the Contract;
  • Delivery: physical handover of the parcel or merchandise to the recipient;
  • Goods: any movable property that is not subject to an Exclusion; that is the subject of a sale or transfer;
  • Oxidation: any corrosion caused by chemical reactions affecting the components of the Covered Property and impairing its use and/or proper functioning.
  • Individuals: any natural person of legal age acting for purposes unrelated to their commercial, industrial, craft, professional, or agricultural activities
  • Professionals: any natural or legal person, whether public or private, acting for purposes related to their commercial, industrial, craft, professional, or agricultural activities, including when acting in the name of or on behalf of another professional;
  • Carrier any Carrier or ground Carrier , or the Post Office;
  • Third party: any person other than the Member.
  • Theft: any loss of a parcel entrusted to the Carrier

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Article 6 - Application of the General Terms and Conditions of the Protection Service

The purpose of these Terms and Conditions is to define the contractual framework governing the relationship between Service Protection and its Beneficiary. The Sender and the Recipient must be two separate individuals or legal entities. An individual who is the legal representative of a legal entity is not considered to be a separate person. These Terms and Conditions apply without restriction or reservation to any purchase of subscription services for Service Protection. The Member declares that they have read these General Terms and Conditions and accepted them by checking the box provided for this purpose, as well as the general terms and conditions of use of the Website, at the time of purchasing the Service.

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Article 7 - Territorial Scope of Services

7.1. Scope of Coverage for
Services Coverage applies only to the countries from which the Goods are shipped and/or the Member’s country of residence and shipping location.

7.2. Exclusions from
Services Countries subject to embargo (whether they are the point of origin or destination of the Goods) and any country for which the provision of Service Protection would expose Service Protection to a sanction, prohibition, or restriction resulting from a United Nations resolution, and/or to economic or trade sanctions provided for by laws or regulations enacted by the European Union, France, the United States of America, or any other applicable national law providing for such measures.

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Article 8 - Property Covered by the Protection Service

8.1. The Protection Service covers all Property, except for the items listed in the detailed list of exclusions in Section 8.3.

8.2. For example, the following Goods, which are considered sensitive, are covered by the Protection Service:

  • jewelry, pearls, and gemstones; watches;
  • leather goods;
  • works of art or collectibles, collectible stamps;
  • high-tech devices (computers, phones, screens, etc.);
  • clothing, shoes, and fashion accessories;
  • sports equipment (including bicycles)

All goods not included in the list of exclusions will be covered by Service Protection. Such goods entrusted to a Carrier are covered by Service Protection provided that the Member has complied with the obligations set forth in Article 11 below and provided that the total value of the parcel matches the value declared to Service Protection.

8.3. THE FOLLOWING GOODS ARE, BY THEIR NATURE, EXCLUDED FROM THE PROTECTION SERVICE:

  • LIVE ANIMALS;
  • GOODS TRANSPORTED UNDER CONTROLLED TEMPERATURE CONDITIONS (POSITIVE OR NEGATIVE);
  • MANUFACTURING OR PRODUCTION MACHINES;
  • GOODS TRANSPORTED IN BULK BY SEA OR INLAND WATERWAYS;
  • BANKNOTES, COUPONS, SECURITIES, CHECKS, CASH, PRECIOUS METALS;
  • FUR, SKINS, AND LEATHER;
  • FURNITURE OR ITEMS BEING MOVED;
  • CONTAINER BODIES;
  • GOODS INVOLVED IN "TRADING" AND COMMODITY TRADING;
  • GOODS CLASSIFIED AS HAZARDOUS UNDER APPLICABLE CONVENTIONS, LAWS, OR REGULATIONS;
  • FIREARMS AND AIRGUNS;
  • TOBACCO, CIGARETTES, ALCOHOL;
  • OBJECTS OR WORKS OF ART MADE OF GLASS, PORCELAIN, CERAMICS, EARTHENWARE, CRYSTAL, MIRRORS, VASES, POTTERY, TABLEWARE, TELEVISION OR COMPUTER SCREENS; THESE ITEMS MAY NO LONGER BE CONSIDERED AN EXCLUSION IF THE PACKAGING OF THESE GOODS IS APPROVED BY THE PROTECTION DEPARTMENT BEFORE THE PICKUP DATE.

8.3.1. Liquids and Sensitive Items: Liquids (including, but not limited to: wines, champagnes, spirits, and perfumes) are excluded from standard coverage. Coverage for these items requires the signing of a specific endorsement or prior written approval from Claisy. Customers are encouraged to contact us via www.claisy.com/contact to determine the eligibility of their products.

8.4. The Protection Service is limited to €100,000 (one hundred thousand) per Member, per parcel , per day of shipment, and per Carrier agreed by Claisy.

8.5. Service Protection also covers returned Goods, provided that the Goods are, at the time of return, in good condition, of merchantable quality, and properly packaged in accordance with the requirements set forth below, and that Service Protection was in effect for the outbound shipment.

8.6. Deliveries to TSA, Cedex, PO Box, CS, Free Reply, PO Box, and Post Office Box addresses are not covered.

8.7. It does not cover damages resulting from a delay or indirect damages (such as loss of business, loss of profits, loss of use, etc.).

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Article 9 - Term of the Protection Service and Its Activation

9.1. For Parcels entrusted to a Carrier, Service Protection takes effect at the time the Covered Goods, packaged in accordance with the stated requirements, are handed over to Carrier ends upon Delivery against receipt of the Goods by the Recipient or, in any event, upon the expiration of a period of 15 (fifteen) calendar days from the Pickup Date, regardless of the mode of transport.

9.2. For Goods returned under the applicable law of the country or in accordance with the general terms and conditions of sale of the professional seller, the Protection Service will only take effect if:

  • In the case of a parcel that was insured by the seller through Service Protection at the time of shipment;
  • In accordance with the general terms and conditions of sale and return of the seller of the Property;
  • And shall terminate upon the expiration of a period of 15 (fifteen) calendar days from the initial Pickup Date, regardless of the mode of transport.

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Article 10 - Risks Covered by Service Protection

10.1. The Protection Service covers the risks of theft (total or partial) and damage to the Goods occurring during Transport, excluding the risks listed below.

10.2. THE PROTECTION SERVICE DOES NOT COVER:

  • RUST AND/OR OXIDATION ON GOODS TRANSPORTED IN THE OPEN;
  • FUNCTIONAL FAILURE OF GOODS AND MALFUNCTIONS OR FAILURES OF ANY GOODS CONTAINING ONE OR MORE MECHANICAL, ELECTROMECHANICAL OR ELECTRONIC DEVICES NOT RESULTING FROM A CLEARLY DEFINED TRANSPORT-RELATED EVENT;
  • DEPRECIATION;
  • DATA LOSS ON MAGNETIC STORAGE MEDIA;
  • COSMETIC DAMAGE: Scratches, scuffs, dents, and any other cosmetic damage or manufacturing defects that do not affect the functionality or use of the item are excluded. However, an exception may be granted for certain specific categories of items, such as household appliances, bottles, works of art, or collectibles. For these items, coverage of the claim is contingent upon the Customer’s ability to provide formal proof (including dated photographs) that the damage was not present at the time of shipment and resulted exclusively from transport. Any doubt regarding the item’s original condition will result in a denial of coverage.
  • DAMAGE CAUSED BY USE (USED GOODS);
  • FAILURES OF THE INSURED PROPERTY;
  • MISSING ITEMS OR DAMAGE TO PARCELS THAT WERE ACCEPTED WITHOUT A SIGNATURE OR WERE ACCEPTED WITH AN INVALID SIGNATURE;
  • THE RISKS OF RADIOACTIVE CONTAMINATION, CHEMICAL, BIOLOGICAL, BIOCHEMICAL, AND ELECTROMAGNETIC WEAPONS;
  • NUCLEAR RISKS;
  • CYBER RISKS;
  • ITEMS THAT ARE ALREADY BROKEN, DAMAGED, OR WEAKENED (UNLESS CLAISY HAS GIVEN WRITTEN APPROVAL)
  • PACKAGING (INCLUDING DELIVERY SLIPS) THAT MAY INDICATE THE CATEGORY OF THE GOODS CONTAINED OR A SIGN OF VALUE
  • DO NOT REPORT DAMAGE MORE THAN 24 HOURS AFTER THE Carrier HAS TAKEN POSSESSION OF THE SHIPMENT Carrier DELIVERIES MADE WITHIN 24 HOURS, WHICH MUST BE REPORTED BEFORE THE Carrier TAKES POSSESSION OF THE SHIPMENT

10.3. THE FOLLOWING EXCEPTIONAL CIRCUMSTANCES ARE EXCLUDED FROM SERVICE PROTECTION COVERAGE:

  • CONFISCATION, SEIZURE, REQUISITION, VIOLATION OF A BLOCKADE, SMUGGLING, PRECAUTIONARY SEIZURE, EXECUTORY SEIZURE, OR OTHER SEIZURES, A PROTECTION SERVICE THAT REMAINS UNRELATED TO ANY BOND THAT MAY BE PROVIDED TO RELEASE THE COVERED ASSETS FROM SUCH SEIZURES;
  • INTENTIONAL OR UNFORGIVABLE FAULTS ON THE PART OF THE MEMBER AND ALL OTHER BENEFICIARIES OF THE COVERAGE, THEIR AGENTS, REPRESENTATIVES, OR HEIRS IN DIRECT LINE OF THE COVERED PARTIES;
  • INSECTS AND VERMIN, EXCEPT IN THE CASE OF INFESTATION OCCURRING DURING THE COVERED TRIP;
  • EFFECT OF ATMOSPHERIC TEMPERATURE;
  • ROAD BRAKING DURING OPERATION;
  • LACK OF, INADEQUACY, OR INAPPROPRIATENESS OF THE PREPARATION, PACKAGING, OR PACKING OF THE GOODS;
  • ACTS OF WAR OR CIVIL WAR AND SIMILAR EVENTS, RIOTS, CIVIL UNREST, ACTS OF VIOLENCE FOR POLITICAL REASONS, ATTACKS OR TERRORIST ACTS, STRIKES, LOCKOUTS, AND LABOR DISPUTES, EXPROPRIATIONS OR INTERVENTIONS EQUIVALENT TO EXPROPRIATION, SEIZURES, WITHDRAWALS, DECREES, OR VARIOUS INTERVENTIONS BY A HIGHER AUTHORITY, AS WELL AS DAMAGES RESULTING FROM NATURAL DISASTERS OR NUCLEAR ENERGY;
  • ANY MEMBER LISTED IN ANY OFFICIAL, GOVERNMENT, OR POLICE DATABASE OF KNOWN OR SUSPECTED TERRORISTS IS ALWAYS EXCLUDED FROM COVERAGE UNDER THIS POLICY, ANY MEMBER OF A TERRORIST ORGANIZATION, DRUG TRAFFICKER, OR PERSON INVOLVED AS A SUPPLIER IN THE ILLEGAL TRADE OF NUCLEAR, CHEMICAL, OR BIOLOGICAL WEAPONS.
  • EMBARGOES, SEIZURES, INTERCEPTIONS, ARRESTS, CONFISCATIONS, RESTRICTIONS, HARASSMENT, OR DETENTIONS BY ANY GOVERNMENT OR AUTHORITY;
  • RIOTS, POPULAR UPRISINGS, STRIKES, LOCKOUTS, AND OTHER SIMILAR EVENTS;
  • PIRACY OF A POLITICAL NATURE OR RELATED TO WAR;
  • EPIDEMICS AND PANDEMICS.

10.4. Specific exclusions related to retention and disputes :
In addition to the general exclusions, financial losses resulting from the non-delivery of an eligible Parcel are expressly excluded from coverage and will not give rise to any compensation when the failure to deliver is due to:

  • In the event of Dispute between the Carrier the Customer and/or the warehouse responsible for storing eligible Parcels;
  • Upon Carrier exercise Carrier its right of lien under the provisions of Article L133-7 of the Commercial Code;
  • If the Carrier eligible Parcels for any reason, thereby preventing their delivery.

Article 11 - Obligations of the Member

10.5. THE PROTECTION SERVICE SHALL NOT BE LIABLE FOR ANY WARRANTY, SHALL NOT PROVIDE ANY SERVICE, AND SHALL NOT BE OBLIGATED TO PAY ANY AMOUNT UNDER THIS AGREEMENT IF THE ENFORCEMENT OF SUCH A WARRANTY, THE PROVISION OF SUCH A SERVICE OR SUCH A PAYMENT WOULD EXPOSE IT TO A SANCTION, PROHIBITION, OR RESTRICTION RESULTING FROM A RESOLUTION OF THE UNITED NATIONS, AND/OR ECONOMIC OR TRADE SANCTIONS PROVIDED FOR BY LAWS OR REGULATIONS ENACTED BY THE EUROPEAN UNION, FRANCE, THE UNITED STATES OF AMERICA, OR BY ANY OTHER APPLICABLE NATIONAL LAW PROVIDING FOR SUCH MEASURES (RIOTS, POPULAR UPRISINGS, STRIKES, LOCK-OUTS, NATURAL DISASTERS RESULTING IN THE TOTAL OR PARTIAL DESTRUCTION OF THE PREMISES STORING THE Carrier GOODS Carrier OTHER SIMILAR EVENTS).

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The Protection Service will not take effect if the Member does not meet all of the following cumulative requirements:

11.1. Packaging Requirements for Goods

11.1.1. Requirements applicable when the Goods are handed over to a Carrier

  • Goods must be shipped in containers that do not allow the contents to be detected by touch. The shipping label must be affixed to a rigid surface on the outside of the parcel.
  • The Goods must be shipped in new, sturdy double packaging. (For clarification, “double packaging” means that (1) the Goods must be packed in a first container such as a cardboard box, box, bubble wrap, or cardboard envelope; (2) this first parcel must then be placed inside a second, larger, and sturdier parcel such as a second cardboard box)
  • No mention of value or indication that might reveal the nature of the Goods may appear on the outside of the Parcel . For example, the name or description of the Goods, the name of a company, the mention of a website or another entity suggesting the nature of the Goods, without this list being exhaustive. It is specified that the customs declaration is not considered an indication of value; this must be placed below the Shipping List.

11.1.2. Special rule regarding non-rigid packaging
When flexible packaging is used in the Member’s supply chain, such as bubble wrap envelopes or thin cardboard envelopes, it will be covered by the Protection Service up to a maximum amount set by Colis, subject to prior written approval from Claisy.
In the case of an exceptional shipment in non-rigid packaging, the Member must take photographs and/or videos of the packaging of the Goods and provide them to Claisy upon request in the event a Dispute is opened.

11.1.3. Special Rules Regarding Damage
If a damaged Parcel is received, the Recipient or any other person authorized to receive the Package must clearly and in detail note the observed damage—such as breakage or the absence of an item—on the Carrier Delivery Note. This list is not exhaustive. In addition, the Recipient or any other person receiving the Parcel must take photographs of the Package, the shipping label, the interior of the Package, and the goods.
The Recipient or any other person receiving the Package who has signed the Delivery Note without raising any objections to the Carrier representative Carrier for delivering the damaged Goods or Package is deemed to have accepted the Goods in their current condition and thereby waives any subsequent claims.

11.2. Requirements Regarding the Delivery Terms for Goods
Goods or Parcels whose declared value, as tracked and covered by the Protection Service, exceeds €1,000 (one thousand euros) must be shipped using the "signature upon delivery" delivery method. In the event that Goods or Parcels exceeding this amount are shipped without mandatory signature, Claisy reserves the right not to apply the Protection Service.
The Shipping Label must be securely attached to the Parcel and include all necessary information regarding the Recipient, namely: last name, first name, full address (street and house number, ZIP code, city, destination country) and phone number.
If the Recipient or the Sender agrees with the Carrier deliver the Parcel without a signature, in their absence, by entrusting it to a third party, by placing it in their mailbox or at any other location, the Parcel will no longer be covered by the Protection Service.

11.3. Requirements Regarding the Declared Value of the Parcel
The Member must declare the value of the Item(s) contained in the Parcel at the time of purchasing the Protection Service. In the event of a Claim, this value must be established using the following forms of proof only: an invoice for the Item(s) dated less than 2 (two) months prior to the Pickup Date.

11.4. Requirements Regarding the Delivery of a Parcel Following Compensation
In the event that a protected package is delivered late and compensation for its total loss has been paid, it is stipulated that ownership of the package is transferred to Claisy. Consequently, Claisy reserves the right to take steps with its Member to recover the Goods or to be reimbursed for the amount of the compensation by including it in the Member’s next invoice.

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Article 12 - Compensation for Services

12.1. The value of the Goods used as the basis for claims compensation is equal to 100% of the value declared to Claisy at the time of accepting these General Terms and Conditions, plus the loss suffered by the Policyholder. The value of the covered Goods must be substantiated by the admissible forms of evidence specified in Article 11.3 of these General Terms and Conditions.

12.2. The total amount of compensation paid may under no circumstances exceed the value of the Goods covered by the Protection Service. In the event of a Claim, if the Member receives compensation or indemnification from the Carrier, such amount will be deducted from the compensation paid by Claisy. Thus, the Member may not make a profit, i.e., receive from the Carrier Claisy more than the value of the Goods covered by the Protection Service by combining any indemnity or compensation received from Carrier Claisy’s Indemnity. When the Member is subject to VAT, the indemnity amount will be calculated on the amount Excluding VAT.

12.3. Subrogation:
In exchange for the compensation paid by Claisy, the Customer hereby expressly assigns to Claisy (and its insurers) all of its rights and claims against the Carrier any liable third party, up to the amount paid. The Customer shall refrain from any action that could prejudice this right of recourse.

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Article 13 – Activation of the Protection Service

13.1. In the event of a Claim, upon receipt of the Parcel , the Member must:

  • take all necessary precautionary measures to protect the protected Goods and minimize damage;
  • reserve all rights and remedies against the Carriers and/or any third party deemed liable;
  • in the event of damage:
    • make clear, precise, and meaningful reservations on the Delivery Note as provided for in Section 11.1.3 of these General Terms and Conditions;
    • take a photo of the parcel if it arrives damaged or if any items are missing;
    • Keep all packaging
  • In the event of theft, file a report with the appropriate law enforcement authorities.

13.2. The Member must provide Claisy with the following documents as soon as possible, specifically within a maximum of 14 (fourteen) days from the Pickup Date or 3 days from the Delivery Date. The files submitted must be uncompressed originals, free of photo montages, retouching, metadata modifications, or the use of generative artificial intelligence.

  • a copy of the identification document and/or the company’s Kbis extract, or the equivalent unique identification number used abroad;
  • proof of the insured value of the Goods, as provided for in Section 11.3 of these General Terms and Conditions, along with proof of payment (credit card receipt or copy of the bank transfer) confirming the transaction;
  • a photo of the parcel received in damaged condition or with missing items;
  • in the event of theft: Filing a police report copy of Filing a police report the relevant law enforcement agency;
  • In the event of damage: a quote for the cost of repairing the Goods by a qualified professional, which will be reviewed in advance by Claisy. Claisy reserves the right to approve the estimate and, if applicable, issue an invoice for the repair costs of the Goods, to be paid to a qualified professional capable of repairing the Goods;

13.3. Review of the case and supporting documents:
The list of required documents posted on the Platform is not exhaustive. For the purposes of reviewing the Dispute combating fraud, Claisy reserves the discretionary right to require the Customer to provide any additional documents deemed necessary.
These documents may include, but are not limited to: customs documents (SAD, proof of export/import), proof of ownership, inventory records, or specific sworn statements. The Customer’s refusal or inability to provide these documents within the specified time frame may result in the closure of the case without compensation.

13.4. Unavailability of Tracking:
In the event that tracking data is technically unavailable on the Claisy Platform for any reason whatsoever, the activation of the Protection Service will be contingent upon the Member providing proof of official shipment and/or detailed proof of delivery (POD) issued by the Carrier, which must specify the date of pickup or collection.

13.5. In the event of a Claim, the Member must immediately notify Claisy—and in any event no later than 3 days from the originally scheduled Delivery date—of any Claim of which they become aware by submitting a claim using the form provided on the Website.

13.6. In the event that the Member has been compensated by the Protection Service following the non-delivery of one or more Parcels, and the Item or Parcel is subsequently recovered, the Member must provide a written commitment to accept the recovered Goods or Parcel(s) and reimburse Claisy for the corresponding declared value, less, if applicable, any losses and damages covered by the Protection Service.

13.7. Processing and Compensation Timelines:
Claisy strives to respond to any complete claim submission within 48 business hours. If the claim is accepted, Claisy undertakes to use its best efforts to pay the compensation within 48 hours of approval. These timeframes are provided for informational purposes only and do not constitute a guarantee of results nor give rise to penalties if exceeded.

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Article 14 - Rates, Payment Terms, and Refunds

14.1. The pre-tax price of the Claisy Service offered by TRCKLY is calculated based on the total value of the parcel (including tax) and the Member’s location. The rate is displayed on the Add Parcel page, the My Parcels page, or via API query. The Member may cancel coverage for each package within 24 hours (subject to Section 10.2).

14.2. Activation Invoice (Condition Precedent): The effective activation of the guarantees and ongoing access to the Services are contingent upon full payment of an initial invoice, issued following the first registration of a parcel on the platform.

  • Payment terms: This activation invoice is due within 48 hours of issuance.
  • Penalty: If payment is not received within this period, Claisy reserves the right to immediately suspend access to the platform. No warranty will apply to shipped parcels until this suspension is resolved.

14.3. Monthly Billing: Subject to payment of the activation invoice (Section 14.2) and the signing of a SEPA Direct Debit mandate (available in the "My Account" section), billing will subsequently occur on a monthly basis, covering all shipments for the period. The fee is payable monthly, within 8 days of the invoice being issued by TRCKLY.

14.4. Failure to Pay: In the event of a rejected direct debit or failure to pay an invoice by its due date:

  • Access to the Platform will be suspended immediately.
  • No new parcel declarations may be submitted.
  • The processing of Dispute cases will be suspended until all outstanding amounts have been paid in full.
  • Claisy reserves the right to terminate the contract automatically if a formal notice remains unanswered for 8 days.
  • Failure to pay an invoice does not entitle the customer to compensation for the parcels in question for which payment to the Protection Service has not been made.

14.5. Exchange Rates:
For parcels whose declared value is in a currency other than the Euro, the exchange rate applicable for calculating the premium and any compensation will be the rate in effect on the date the parcel is registered on the Platform. Claisy shall not be liable for any exchange rate fluctuations occurring between the date of shipment and the date of settlement of the claim.

14.6. Suspension due to suspected fraud:
Claisy reserves the right to temporarily suspend access to the Service and coverage for new parcels in the event of a legitimate suspicion of fraud (abnormal claims rate, inconsistencies in documentation, security alerts), while the necessary verifications are conducted. This precautionary measure shall not give rise to any compensation for the Customer.

14.7. Technical Liability Limitation:
Claisy makes every effort to ensure the availability of the Platform and its APIs. However, Claisy shall not be held liable for any malfunctions, bugs, or service interruptions arising from connected third-party systems (such as the Customer’s CMS, including Shopify, Magento, etc., or carrier systems) that prevent the proper registration of parcels or the transmission of tracking information.

Archive - Terms of Use valid through December 31, 2025