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Terms and Conditions of Use and Service

Claisy: Terms of Use/Terms and Conditions

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Last update: December 31, 2025

Effective date: January 1, 2026

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Please read these terms of use carefully before using this site. By accessing this site, you accept, without reservation, these terms and conditions.

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Article 1 - Terms and Conditions 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 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 with a capital of €1,000, whose registered office is located 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 other products and services available through the Site and Platform, as well as the content and materials available on them (the "Content") are collectively referred to as the "Services."

Please read these Terms of Use carefully before accessing our Services or Content. By accessing or using the Services, clicking on a button or taking any other action to express your acceptance of these Terms of Use, or completing our account registration process, you agree to be bound by these Terms of Use and any subsequent modifications that may be posted on the Site from time to time. In addition, you represent that you have reached the legal age of majority in your jurisdiction of residence, are able to enter into a binding contract with Claisy, and are not legally prevented 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 consent to these Terms of Use on behalf of a company or legal entity, you represent and warrant that you have the authority to bind that company or legal entity to these Terms of Use. In this context, the terms "You" and "Your" shall include and apply to that 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 "Additional Terms"). These will either be incorporated into the Terms of Use or submitted for your approval when you register for an additional Service. In the event of any conflict between the Terms of Use and the Additional Terms, the Additional Terms shall take precedence with respect to that Service. The Terms of Use and any Additional Terms in effect are collectively referred to as the "Agreement." Claisy reserves the right to modify these Terms of Use at any time, without notice and at 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 important that you take the time to review the Terms of Use each time they are updated or when using the Services. Your continued use of the Services following the posting of the revised Terms of Use constitutes your acceptance of the changes. If you refuse to comply with the changes, you will not be able to access the Services. As 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 Services and Content

2.1 Services

As part of the Services, Claisy develops and makes available to you, as a consumer of a merchant who contracts with Claisy (a "Merchant") to offer you the opportunity to add the Services to enhance your online shopping experience (each end customer, a "Consumer").

For clarity, references to "Consumer" are considered references to "You" for the purposes of these Terms of Use. Our software applications are built as an add-on to your existing online storefront, Merchant, where applicable, offering value-added features. Claisy provides software that allows Consumers to file a notice of physical loss or damage from any external cause ("Claim") and 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 notices of Loss and track those shipments.

2.2 Account

In order to access certain features of the Services, you are required to 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 limitation as to territoriality) and that you will be responsible for all activities that occur under your Account. You agree not to misrepresent your identity, use the image, likeness, or identity of another person, 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 us with data through that account. You may not authorize any third party (other than, if applicable, employees, consultants, or agents of the business member you represent) to access or use our Services on your behalf. You are responsible for the confidentiality of your user ID and password and are fully responsible for all activities that occur under your user ID or password. You agree to notify us immediately of any unauthorized use of your user ID or password or any other breach of security.

We may take 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 from 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 interests in your Account and that all rights in and to your Account are owned by and benefit Claisy.

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Article 3 - Restrictions on Use of Services

You agree not to do the following:

  • Use, display, mirror, or frame the Services or any individual element within the Services, the Claisy name, any Claisy trademark, logo, or other proprietary information, or the layout and design of any page or form contained on a page, without the express written consent of Claisy;
  • 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 breach any security or authentication measures;
  • Avoid, circumvent, remove, disable, alter, or otherwise bypass any technological measures implemented by Claisy or any 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 software and/or search agents provided by Claisy or other generally available third-party web browsers;
  • Send any advertising, promotional materials, emails, junk mail, spam, chain letters, or other forms of unsolicited or unauthorized solicitation;
  • Use meta tags or any other hidden text or metadata using 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 posting, 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 mailbombing the Services;
  • Collect or store any personally identifiable information from the Services from other users of the Services without their express consent;
  • Impersonating or falsely representing 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 or competitive to the Services, including, but not limited to, any product or service that offers or makes available shipping insurance to its customers;
  • Send or submit files containing malware through the Services or when accessing or using the Services;
  • Engaging in activities that pose an unacceptable risk of loss, as determined by Claisy at its discretion;
  • Violating any applicable law or regulation; or
  • Encourage or allow any other person to engage in any of the prohibited activities listed above.

Claisy is not obligated to monitor access to or use of the Services or to review or edit any content. However, we have 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, consider it objectionable or in violation of these Terms of Use. We have the right to investigate violations of these Terms of Use or conduct that affects the Services. We may also consult 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 packages to be tracked in real time and alerts to be issued if any anomalies are detected. This solution is integrated into the Claisy application and ensures proactive management of transport anomalies.

4.2. Alerts issued by the tracking solution may include notifications in the event of delays, deviations from the planned route, detected damage, or any other anomaly that may affect the delivery of the package.

4.3. Tracking data and limitation of liability: 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 cannot be held liable for any delays in updating, inaccuracy, or unavailability of this data originating from carriers' information systems, nor for any consequences that such errors may have on the Customer's claim reporting deadlines. The Member must ensure that the tracking information provided by the Carrier correct and up to date.

4.4. In the event of an anomaly being detected, Claisy undertakes to take the necessary measures to inform the Member and, where applicable, to intervene with the Carrier attempt to resolve the problem.

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 individual, Professional, or Shipper using the Service
  • Good: good, purchased new or used
  • Delivery Note: document issued by the Carrier Delivery;
  • Shipping Label: document issued by the Carrier the shipment of the Parcel, containing all the Recipient's information;
  • Breakage: any destruction, total or partial damage, visible on the outside of the Covered Property, affecting the use of the Covered Property in accordance with the manufacturer's standards, and caused by an Accident during its transport by a Carrier or by the Post Office.
  • Parcel: Goods or a set of several Goods, regardless of weight, dimensions, and volume, constituting a single identifiable unit when handed over to Carrier, with the exception of pallets, which are not covered;
  • Pickup Date: date on which the Package or Goods are picked up by the Carrier
  • Recipient: the person named as the recipient of the Package or Goods on the Shipping Label or Delivery Note.
  • Exclusion: list of Goods excluded by their nature as defined in Article 8.3. of these General Terms and Conditions;
  • Sender: the person listed as the sender of the Package or Goods on the Shipping Label and in the form completed by the Member when subscribing to the Services;
  • Compensation: cash amount paid to the Member who has been involved in a transportation dispute;
  • Dispute: total or partial theft, damage during transport, non-delivery affecting the Covered Property that may trigger the Guarantee, as defined in the Contract;
  • Delivery: physical handover of the Package or Goods to its Recipient;
  • Goods: any movable property not subject to an Exclusion; subject to sale or transfer;
  • Oxidation: any corrosion caused by the chemical effect of the components of the Covered Property, which impairs the use and/or proper functioning of the Covered Property.
  • Individuals: any natural person of legal age who acts for purposes that do not fall within the scope of their commercial, industrial, craft, liberal, or agricultural activity.
  • Professionals: any natural or legal person, public or private, acting for purposes relating to their commercial, industrial, craft, liberal, or agricultural activity, including when acting on behalf of or for another professional;
  • Carrier any Carrier or ground Carrier or the postal service;
  • Third party: any person other than the Member.
  • Theft: any disappearance of the package entrusted to 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 two separate individuals. These Terms and Conditions apply without restriction or reservation to any purchase of Service Protection subscription services. The Member declares that they have read and accepted these General Terms and Conditions by ticking the box provided for this purpose, as well as the general terms and conditions of use of the Website, when purchasing the Service.

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Article 7 - Territoriality of Services

7.1. Scope of protection of the Services
Only countries that are the point of departure of the Goods and/or the Member's place of residence and shipment are covered.

7.2. Exclusions from
Services Countries subject to embargo (whether they are the point of departure or destination of the Goods) and any countries for which the application of Service Protection would expose Service Protection to a sanction, prohibition, or restriction resulting from a United Nations resolution and/or 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. Service Protection covers all Property, except those items listed in the detailed list of exclusions in Section 8.3.

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

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

All goods not included in the list of exclusions will be covered by Service Protection. These Goods entrusted to a Carrier are covered by Service Protection provided that the Member has complied with the obligations set out in Article 11 below and provided that the total value of the Parcel is consistent with the value declared to Service Protection.

8.3. THE FOLLOWING GOODS ARE EXCLUDED FROM THE PROTECTION SERVICE DUE TO THEIR NATURE:

  • LIVE ANIMALS;
  • GOODS TRANSPORTED UNDER CONTROLLED TEMPERATURE (POSITIVE OR NEGATIVE);
  • MANUFACTURING OR PRODUCTION MACHINES;
  • BULK GOODS TRANSPORTED BY SEA OR RIVER;
  • BANK NOTES, COUPONS, SECURITIES, VALUES, CHECKS, CASH, PRECIOUS METALS;
  • FUR, SKINS, LEATHER;
  • FURNITURE OR OBJECTS BEING MOVED;
  • CONTAINER BODIES;
  • GOODS ENTERING INTO THE SCOPE OF TRADING AND COMMODITY TRADING OPERATIONS;
  • GOODS CLASSIFIED AS DANGEROUS BY CONVENTIONS, LAWS, OR REGULATIONS IN FORCE;
  • FIREARMS AND AIR GUNS;
  • TOBACCO, CIGARETTES, ALCOHOL;
  • GLASS, PORCELAIN, CERAMIC, EMAIL, 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 SERVICE BEFORE THE PICKUP DATE.

8.3.1. Liquids and sensitive products: Liquids (including, but not limited to: wines, champagnes, spirits, perfumes) are excluded from standard coverage. Their coverage requires the signing of a specific amendment or prior written agreement from Claisy. The Customer is invited to contact our services 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, sound, merchantable, and properly packaged in accordance with the requirements set forth below, and that the Goods were covered by Service Protection for the outward journey.

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

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

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Article 9 - Duration of the Protection Service and its Implementation

9.1. For Parcels entrusted to a Carrier, the Protection Service takes effect when the Covered Goods, packaged in accordance with the stated requirements, are handed over to Carrier ends upon Delivery against discharge of the Goods to the Recipient or, in any event, upon expiry 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 law in force in the country or in accordance with the professional shipper's terms and conditions of sale, Service Protection will only take effect:

  • In the case of a Parcel that was covered by the Protection Service when the Item was shipped by the professional;
  • In accordance with the general terms and conditions of sale for returns of the professional who sold the Goods;
  • And shall end upon 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 Protection Service

10.1. The Protection Service covers the risks of theft (total or partial) and breakage of 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 UNPACKAGED;
  • FUNCTIONAL DAMAGE TO GOODS AND MALFUNCTIONS OR DISRUPTIONS OF ANY GOODS CONTAINING ONE OR MORE MECHANICAL, ELECTROMECHANICAL, OR ELECTRONIC DEVICES NOT RESULTING FROM A CLEARLY IDENTIFIED TRANSPORTATION EVENT;
  • DEPRECIATION;
  • DATA LOSSES RECORDED ON MAGNETIC MEDIA;
  • COSMETIC DAMAGE: Scratches, scrapes, deformations, and any other cosmetic damage and plastic defects that do not affect the functioning 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 conditional upon the Customer's ability to provide formal proof (in particular through dated photographs) that the damage was not present at the time of shipment and resulted exclusively from transport. Any doubt as to the initial condition of the item will result in a refusal of coverage.
  • DAMAGE DUE TO USE (USED GOODS);
  • THE FAILURES OF THE WELL-COVERED;
  • MISSING OR DAMAGED ITEMS IN PACKAGES RECEIVED WITHOUT A SIGNATURE OR RECEIVED WITH AN INVALID SIGNATURE;
  • RISKS OF RADIOACTIVE CONTAMINATION, CHEMICAL, BIOLOGICAL, BIOCHEMICAL, AND ELECTROMAGNETIC WEAPONS;
  • NUCLEAR RISKS;
  • CYBER RISKS;
  • ITEMS THAT ARE ALREADY BROKEN, DAMAGED, OR FRAGILE (UNLESS CLAISY GIVES WRITTEN PERMISSION)
  • PACKAGING (INCLUDING DELIVERY NOTE) MAY INDICATE THE CATEGORY OF GOODS CONTAINED OR A SIGN OF VALUE.
  • DO NOT DECLARE COVERAGE MORE THAN 24 HOURS AFTER THE Carrier HAS TAKEN CHARGE Carrier DELIVERIES IN LESS THAN 24 HOURS, WHICH MUST BE DECLARED BEFORE THE Carrier TAKES CHARGE.

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

  • CONFISCATION, SEIZURE, REQUISITION, VIOLATION OF BLOCKADE, SMUGGLING, PREVENTIVE SEIZURE, EXECUTORY SEIZURE OR OTHER SEIZURES, PROTECTION SERVICE ALSO REMAINING UNRELATED TO THE BAIL THAT MAY BE PROVIDED TO RELEASE THE COVERED FACULTIES FROM THESE SEIZURES;
  • INTENTIONAL OR UNEXCUSABLE FAULTS ON THE PART OF THE MEMBER AND ALL OTHER BENEFICIARIES OF THE COVERAGE, THEIR EMPLOYEES, REPRESENTATIVES, OR ASSIGNS INHERENT DEFECT OF THE COVERED FACILITIES;
  • WORMS AND VERMIN, EXCEPT IN THE CASE OF CONTAMINATION OCCURRING DURING THE COVERED JOURNEY;
  • INFLUENCE OF ATMOSPHERIC TEMPERATURE;
  • ROAD BRAKE IN USE;
  • ABSENCE, INSUFFICIENCY, OR INADEQUACY OF THE PREPARATION, PACKAGING, OR CONDITIONING OF THE GOODS;
  • ACTS OF WAR OR CIVIL WAR AND SIMILAR EVENTS, RIOTS, INTERNAL DISTURBANCES, ACTS OF POLITICAL VIOLENCE, ATTACKS OR TERRORIST ACTS, STRIKES, LOCK-OUTS, AND LABOR DISPUTES, EXPROPRIATIONS OR INTERVENTIONS SIMILAR TO EXPROPRIATION, SEIZURES, WITHDRAWALS, DECREES OR VARIOUS INTERVENTIONS BY A HIGHER AUTHORITY, AS WELL AS DAMAGE RESULTING FROM NATURAL DISASTERS OR NUCLEAR ENERGY;
  • ARE ALWAYS EXCLUDED FROM THE BENEFITS OF THE GUARANTEE ANY MEMBER LISTED IN ANY OFFICIAL, GOVERNMENT, OR POLICE DATABASE OF KNOWN OR SUSPECTED TERRORISTS, ANY MEMBER OF A TERRORIST ORGANIZATION, DRUG TRAFFICKER, OR INVOLVED AS A SUPPLIER IN THE ILLEGAL TRADE OF NUCLEAR, CHEMICAL, OR BIOLOGICAL WEAPONS.
  • EMBARGO, SEIZURES, ARRESTS, CONFISCATIONS, SEIZURES, COERCION, HARASSMENT, OR DETENTION BY ANY GOVERNMENT OR AUTHORITY;
  • RIOTS, POPULAR MOVEMENTS, STRIKES, LOCK-OUTS, AND OTHER SIMILAR EVENTS;
  • PIRACY OF A POLITICAL NATURE OR CONNECTED WITH WAR;
  • EPIDEMICS AND PANDEMICS.

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

  • In the event of a commercial dispute between the Carrier the Customer and/or the warehouse responsible for storing Eligible Packages;
  • Upon the Carrier privilege resulting from the provisions of Article L133-7 of the Commercial Code;
  • When the Carrier Eligible Packages for any reason whatsoever, thereby preventing their delivery.

Article 11 - Member Obligations

10.5. THE PROTECTION SERVICE SHALL NOT BE BOUND BY ANY WARRANTY, SHALL NOT PROVIDE ANY SERVICES, AND SHALL NOT BE OBLIGATED TO PAY ANY SUM UNDER THIS AGREEMENT IF THE IMPLEMENTATION OF SUCH WARRANTY, THE PROVISION OF SUCH A SERVICE OR PAYMENT WOULD EXPOSE IT TO A SANCTION, PROHIBITION, OR RESTRICTION RESULTING FROM A RESOLUTION OF THE UNITED NATIONS, AND/OR TO ECONOMIC OR COMMERCIAL 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 MOVEMENTS, STRIKES, LOCK-OUTS, NATURAL EVENTS LEADING TO 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 comply with all of the following cumulative requirements:

11.1. Requirements relating to the packaging of Goods

11.1.1. Requirements applicable when 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 placed on a rigid surface on the outside of the package.
  • 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 packaging must then be placed in a second, larger, and more rigid packaging such as a second cardboard box).
  • No mention of value or indication that could reveal the nature of the Goods should appear on the outside of the Package. For example, the name or description of the Goods, the name of a company, the mention of a website or other entity suggesting the nature of the Goods, without this list being exhaustive. It should be noted that the customs declaration is not considered an indication of value, as it must be placed below the Shipping Label.

11.1.2. Special rule concerning non-resistant packaging
When flexible packaging is used in the Member's supply chain, such as bubble 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 agreement 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 of a dispute.

11.1.3. Special rules relating to damage
In the event of receipt of a damaged Parcel, the Recipient or any other person authorized to receive the Parcel is required to note the damage observed, such as breakage or missing items, in a precise and detailed manner 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 Parcel, the Shipping Note, the inside of the Parcel, and the goods.
The Recipient or any other person receiving the Package who has signed the Delivery Note without expressing any reservations to the Carrier representative Carrier for the delivery of the damaged Goods or Package is deemed to have accepted the Goods in their current condition and thus waives any subsequent claims.

11.2. Requirements relating to the terms and conditions of delivery of Goods
Goods or Parcels whose value, as tracked and protected by the protection service, exceeds €1,000 (one thousand euros) must be shipped using the "delivery against signature" 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 concerning the Recipient, namely: surname, first name, full address (street and street number, postal code, city, country of destination) and telephone number.
If the Recipient or 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 in any other location, the Parcel will no longer be covered by the Protection Service.

11.3. Requirements relating to the declared value of the Parcel
The Member must declare the value of the Item(s) contained in the Parcel at the time of subscribing to the Protection Service. This value must be established in the event of a Claim using the following means of proof only: an invoice for the Item(s) dated less than 2 (two) months prior to the Pickup Date.

11.4. Requirements relating to the delivery of a package following compensation
In the event that a Protected Package is delivered late and compensation for total theft of the package 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 - Indemnification Value of Services

12.1. The value of the Goods used as the basis for compensation for claims is equal to 100% of the value declared to Claisy when subscribing to these General Terms and Conditions and of the loss suffered by the Member. The value of the protected Goods must be corroborated by the admissible forms of evidence stipulated in Article 11.3. of these General Terms and Conditions.

12.2. The total amount compensated may not exceed the value of the Goods protected by the Protection Service. In the event of a Loss, if the Member receives compensation or indemnification from the Carrier, this will be deducted from Claisy's Compensation. 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 the indemnity or compensation received from Carrier the Claisy Compensation. When the Member is subject to VAT, the compensation value will be based on the amount Excluding VAT.

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

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Article 13 – Implementation of the Protection Service

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

  • take all precautionary measures necessary to protect the Protected Goods and limit damage;
  • retain all rights and remedies against Carriers and/or any third party presumed to be liable;
  • in case of damage:
    • write clear, precise, and meaningful reservations on the Delivery Note as provided for in Article 11.1.3. of these General Terms and Conditions;
    • take a photo of the damaged Package received or of the missing Item(s);
    • keep all packaging
  • In the event of theft, file a complaint with the relevant police authorities.

13.2. The Member must be able to send the following documents to Claisy as soon as possible, i.e. within a maximum of 14 (fourteen) days from the Pickup Date or 3 days from the Delivery Date. The files sent must be uncompressed originals, without photo editing, retouching, metadata modification, or the use of generative artificial intelligence.

  • copy of ID and/or Kbis extract for the company or equivalent unique identification number abroad;
  • proof of the protected value of the Goods as provided for in Article 11.3 of these Terms and Conditions, together with proof of payment (credit card receipt or copy of bank transfer) establishing the transaction;
  • a photo of the damaged package received or of the missing item(s);
  • in the event of theft: a copy of the police report filed with the relevant police department;
  • In the event of damage: a quote for the cost of repairing the Goods by a competent 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 by a competent professional to repair the Goods.

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

13.4. Unavailability of tracking:
In the event of technical unavailability of tracking data on the Claisy Platform for any reason whatsoever, the Protection Service will only be activated if the Member provides official proof of deposit and/or detailed proof of delivery (POD) issued by the Carrier, which must specify the date of collection or pickup.

13.5. In the event of a Claim, the member must inform Claisy without delay, and in any event within a maximum of 3 days from the date of Delivery initially scheduled, of any Claim of which they are aware by submitting a complaint 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 Property or Parcel(s) are found, they must undertake in writing to take back the Goods or Package(s) found and reimburse Claisy for the corresponding declared value, less any losses and damages covered by the Protection Service, if applicable.

13.7. Processing and compensation times:
Claisy will endeavor to respond to all complete claims within 48 business hours. If the claim is accepted, Claisy undertakes to make every effort to pay compensation within 48 hours of validation. These timeframes are provided for information purposes only and do not constitute a commitment to achieve a specific result or 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 value of the parcel including tax and the location of the Member. The price is displayed on the parcel addition page or on the My Parcels page or by consulting the API. The Member may cancel the protection for each parcel within 24 hours (subject to Article 10.2).

14.2. Activation invoice (Suspensive Condition): The effective activation of the guarantees and permanent access to the Services are conditional upon full payment of an initial invoice, issued following the first registration of a package on the platform.

  • Payment deadline: This activation invoice is payable within a strict period of 48 hours from the date of issue.
  • Penalty: If payment is not received within this period, Claisy reserves the right to immediately suspend access to the platform. No guarantee will be provided for packages shipped until this activation has been regularized.

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

14.4. Default of payment: In the event of a rejected direct debit or non-payment of an invoice by its due date:

  • Access to the Platform will be immediately suspended.
  • No new parcel declarations can be made.
  • The investigation of ongoing litigation cases will be suspended until the amounts owed have been paid in full.
  • Claisy reserves the right to terminate the contract automatically after a formal notice has remained unsuccessful for 8 days.
  • Non-payment of an invoice does not entitle the customer to compensation for parcels for which payment for the Protection Service has not been made.

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

14.6. Suspension for suspected fraud:
Claisy reserves the right to temporarily suspend access to the Service and coverage of new parcels in the event of legitimate suspicion of fraud (abnormal loss ratio, documentary inconsistencies, security alerts), while the necessary checks are carried out. 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 cannot be held liable for malfunctions, bugs, or service interruptions originating from connected third-party systems (Customer CMS such as Shopify, Magento, etc., or carrier systems) that prevent the correct registration of packages or the reporting of tracking information.

Archive - Terms of Use expired on December 31, 2025