Topparcel services agreement
These Terms and Conditions govern the use of the Topparcel.com platform and related services.
These Terms and Conditions govern the use of the Topparcel.com platform and related services.
"Topparcel.com" means the technology platform, website, applications, interfaces and systems operating within the Topparcel Network.
"Topparcel Ltd" means Topparcel Ltd, a company registered in England and Wales under company number 09285294, with its registered office at Unit 1 Blackacre Road, Great Blakenham, England, IP6 0FL.
"Authorised Local Operator" means the entity authorised to provide, administer, invoice, collect payments for, support and manage services within a particular country or region.
1. Definitions
“Topparcel Network” means the operational network consisting of Topparcel Ltd, Authorised Local Operators, affiliated entities, authorised partners, logistics providers, warehouses, technology systems, websites, applications, payment systems, service providers, and other participants involved in the provision of Services through the Topparcel.com platform.
“Customer Account” means the electronic account created by or for the Customer within the Topparcel.com platform through which the Customer may access Services, place Orders, manage Shipments, maintain a Customer Balance, receive communications, and perform other account-related activities.
“Customer Balance” means the internal accounting balance maintained by Topparcel Ltd and/or the applicable Authorised Local Operator for the purpose of recording payments, charges, credits, refunds, adjustments, reserves, deposits, and other financial transactions relating to the Services.
1.1 Topparcel.com
Topparcel.com is a delivery aggregation platform that provides Customers with access to parcel delivery services, logistics solutions, shipping management tools, and related software and technology services.
The Topparcel.com platform enables Customers to create shipping Orders, generate Shipping Labels, track Shipments, manage deliveries, access account information, and use other available functionalities.
The platform also allows Couriers, Delivery Services, warehouses, logistics providers, and other service providers to receive shipping instructions, update Shipment statuses, and exchange information relevant to the provision of Services.
1.2 Customer
Customer means any natural person, sole trader, company, partnership, organisation, or other legal entity that uses the Topparcel.com platform or purchases services provided through the Topparcel Network.
Depending on the country of registration, residence, operation, or service provision, customer onboarding, account administration, invoicing, payment collection, customer support, and related services may be performed by an authorised local operator of the Topparcel Network.
1.3 Order
Order means a shipping request created by the Customer through the Topparcel.com platform and transmitted to the relevant courier, carrier, postal operator, warehouse, or logistics service provider.
1.4 Shipment
Shipment means a parcel or one or more parcels sent by the Customer to a Consignee.
1.5 Consignee
Consignee means the person or entity designated by the Customer to receive a Shipment.
1.6 Service Level Agreement (SLA)
SLA means the service availability and support standards applicable to the Topparcel.com platform.
Service Availability means the period during which the platform is intended to operate and be available for use by Customers.
Support Hours means the period during which customer support services are normally available.
Unless otherwise stated, all times are based on the local time zone of the relevant warehouse, service provider, or operational location.
1.7 Service Levels
1.7.1 Platform Availability
The target availability of the Topparcel.com platform is 24 hours per day, 7 days per week (24/7).
1.7.2 Support Hours
Standard support hours are Monday to Friday, from 10:00 to 18:00, excluding public holidays, unless otherwise specified.
1.8 Compensation
Compensation means any monetary reimbursement approved by Topparcel Ltd and/or the applicable Authorised Local Operator in accordance with these Terms and Conditions for loss, damage, or other eligible claims relating to a Shipment.
Compensation is not available for documents, prohibited items, restricted items, or Non-Compensable Items.
1.9 Courier or Delivery Service
Courier or Delivery Service means any third-party carrier, postal operator, transport company, logistics provider, warehouse operator, or subcontractor involved in the collection, handling, transportation, storage, customs processing, or delivery of Shipments.
1.10 Collection Point
Collection Point means the location at which a Shipment is collected by a Courier or Delivery Service.
1.11 Shipping Label
Shipping Label means the document generated by the Topparcel.com platform or a Delivery Service and attached to a Shipment, containing tracking information, routing information, and recipient details.
1.12 Delivery Point
Delivery Point means the address or location to which a Shipment is to be delivered.
1.13 Non-Compensable Items
Non-Compensable Items means goods, products, materials, or categories of items for which compensation is excluded under these Terms and Conditions, regardless of loss, damage, delay, destruction, seizure, or any other event occurring during transportation, storage, customs processing, or delivery.
2. Registration, Access to the Platform and Service Provision
2.1 Registration and Acceptance
To use the Topparcel.com platform, the Customer must complete the registration process on the Topparcel.com website, provide accurate, complete, and up-to-date information, and accept these Terms and Conditions.
Upon successful registration, Topparcel Ltd may send a confirmation email to the email address provided by the Customer.
The completion of the registration process, acceptance of these Terms and Conditions, and continued use of the platform shall constitute a legally binding agreement between the Customer and Topparcel Ltd and/or the applicable local operator responsible for the Customer's country or region.
The agreement shall be deemed concluded on the date the Customer successfully completes the registration process.
2.1.1 Electronic Acceptance
The Customer acknowledges and agrees that acceptance of these Terms and Conditions by:
• selecting a checkbox;
• creating a Customer Account;
• placing an Order;
• funding a Customer Balance;
• using the Topparcel.com platform;
• using any Service;
shall constitute valid, binding, and enforceable acceptance of these Terms and Conditions and shall have the same legal effect as a handwritten signature to the fullest extent permitted by applicable law.
2.1.2 Electronic Records and Proof of Acceptance
Topparcel Ltd and/or the applicable Authorised Local Operator may retain electronic records including:
• date and time of acceptance;
• IP addresses;
• account identifiers;
• login records;
• platform activity logs;
• Order records;
• payment records;
• electronic communications;
• technical system records;
as evidence of the Customer’s acceptance of these Terms and Conditions and use of the Services. Such records shall be admissible as evidence to the fullest extent permitted by applicable law.
2.1.3 Evidential Value of Electronic and Accounting Records
The Customer acknowledges and agrees that electronic records, Customer Account records, Customer Balance records, invoices, supplementary invoices, accounting records, transaction records, payment records, Order records, Shipment records, operational reports, platform logs, system-generated records, API logs, technical records, and other records maintained by Topparcel Ltd and/or the applicable Authorised Local Operator shall constitute prima facie evidence of the contractual, financial, and operational relationship between the Parties unless the Customer provides sufficient evidence that the relevant record is inaccurate.
The Customer further acknowledges and agrees that such records may be relied upon in any judicial, administrative, arbitration, debt recovery, enforcement, insolvency, or other legal proceedings to the fullest extent permitted by applicable law.
The evidential value of such records shall not be affected solely because they are created, stored, processed, transmitted, or maintained in electronic form.
2.2 Customer Account and Communications
Following successful registration, the Customer will be granted access to a Customer Account on the Topparcel.com platform.
The Customer Account serves as the primary interface for managing Orders, Shipments, account balances, invoices, notifications, claims, support requests, and other communications related to the services.
All communications between the parties may be conducted through the Customer Account, email, API integrations, support systems, notifications, or other communication channels made available by Topparcel Ltd.
Topparcel Ltd and its authorised local operators may display promotional materials, service announcements, operational notifications, and marketing communications through the platform, Customer Account, email, API integrations, or other communication channels, subject to applicable law.
2.3 Access to the Platform and Services
Subject to compliance with these Terms and Conditions, Topparcel Ltd grants the Customer a limited, revocable, non-exclusive, non-transferable right to access and use the Topparcel.com platform and related services.
The Customer may use the platform for the following purposes:
2.3.1
Accessing and using the website, Customer Account, API integrations, and related platform functionalities.
2.3.2
Creating, managing, modifying, and submitting Orders for the collection, transportation, storage, customs processing, consolidation, forwarding, and delivery of Shipments.
2.3.3
Generating shipping labels, customs documentation, invoices, reports, and other documents made available through the platform.
2.3.4
Tracking Shipments, monitoring delivery status, receiving operational updates, and communicating with customer support.
2.3.5
Using any additional services, features, tools, or functionality made available through the Topparcel.com platform.
2.4 Delivery Services
The Topparcel.com platform provides access to various Courier and Delivery Services.
Information regarding available services, pricing, transit times, service limitations, operational requirements, and other conditions is made available through the platform.
The Customer acknowledges that delivery services may be performed by independent third-party carriers, logistics providers, warehouse operators, customs agents, and other service providers whose operational conditions, restrictions, and requirements may apply to the relevant Shipment.
Topparcel Ltd does not guarantee the availability of any particular carrier, route, service level, delivery timeframe, or operational condition unless expressly stated otherwise.
2.5 Platform Usage Restrictions
Topparcel Ltd grants the Customer a limited, revocable, non-exclusive, and non-transferable right to use the platform solely for its intended purpose.
The Customer shall not:
- copy, reproduce, distribute, sell, sublicense, lease, or commercially exploit the platform;
- reverse engineer, decompile, disassemble, modify, or attempt to obtain the source code of the platform;
- create derivative works based upon the platform;
- use the platform in violation of any applicable law or regulation;
- interfere with the operation, security, or integrity of the platform;
- misuse the platform in any manner that could adversely affect Topparcel Ltd, other Customers, or third parties.
2.6 Promotional Offers and Discounts
Promotional offers, discounts, credits, referral bonuses, and similar incentives may be offered from time to time.
Unless expressly stated otherwise, first-order discounts may only be used once per Customer.
The creation of multiple accounts, false registrations, or other actions intended to improperly obtain promotional benefits is prohibited.
Topparcel Ltd and/or the applicable Authorised Local Operator reserve the right to cancel promotional benefits, suspend accounts, merge duplicate accounts, recover improperly granted discounts, and take any other appropriate action.
2.7 Suspension and Termination of Access
Use of the Topparcel.com platform constitutes the Customer's full and unconditional acceptance of these Terms and Conditions.
Topparcel Ltd and/or the applicable Authorised Local Operator may suspend, restrict, limit, or terminate access to the Topparcel.com platform, Customer Account, Services, Customer Balance, Orders, or Shipments whenever reasonably necessary, including but not limited to the following circumstances:
- suspected fraud;
- abuse or misuse of the Topparcel.com platform;
- non-payment;
- existence of a negative Customer Balance;
- breach of these Terms and Conditions;
- failure to comply with legal, tax, customs, or regulatory obligations;
- security concerns;
- legal or regulatory requirements;
- operational reasons;
- protection of Topparcel Ltd, Authorised Local Operators, Customers, service providers, or third parties.
The implementation of any of the measures described above shall not give rise to any right to compensation, reimbursement, damages, or indemnity in favour of the Customer, except where required by mandatory applicable law.
Topparcel Ltd and/or the applicable Authorised Local Operator may also suspend, hold, block, delay, refuse release of, or otherwise restrict any Shipment where there are overdue amounts, negative balances, unpaid supplementary invoices, outstanding billing adjustments, unpaid customs duties, taxes, carrier surcharges, storage charges, or any other amounts due and payable by the Customer.
Access to the Topparcel.com platform, Customer Account, Services, Orders, Shipments, or Customer Balance may remain restricted until all outstanding obligations have been satisfied to the reasonable satisfaction of Topparcel Ltd and/or the applicable Authorised Local Operator.
2.8 Changes to these Terms and Conditions
Topparcel Ltd reserves the right to modify, amend, replace, supplement, update, or remove any provision of these Terms and Conditions at any time.
The current version of these Terms and Conditions shall be published on the official Topparcel.com website and/or made available through the Customer Account.
The Customer is responsible for reviewing the current version of these Terms and Conditions periodically.
Unless otherwise required by applicable law, continued use of the Topparcel.com platform or any Services following publication of an updated version shall constitute acceptance of the revised Terms and Conditions.
The Customer may not rely on any previous version of these Terms and Conditions once a revised version has become effective.
2.9 Duration and Termination
This Agreement shall enter into force upon the Customer's acceptance of these Terms and Conditions and shall remain in effect until terminated by either party in accordance with these Terms and Conditions.
The Customer may terminate this Agreement at any time by closing the Customer Account, discontinuing use of the Topparcel.com platform, and ceasing to use the Services.
Topparcel Ltd and/or the applicable Authorised Local Operator may terminate this Agreement, suspend or close the Customer Account, or restrict access to the Topparcel.com platform or Services in accordance with these Terms and Conditions.
Termination of this Agreement for any reason shall not affect any rights, obligations, liabilities, claims, or remedies that have accrued prior to the effective date of termination.
In particular, termination shall not affect:
outstanding payments;
negative Customer Balances;
billing adjustments;
supplementary invoices;
customs duties, taxes, and charges;
carrier surcharges;
storage charges;
claims;
compensation requests;
refunds;
debt recovery procedures;
indemnity rights;
confidentiality obligations;
or any other obligation arising before the effective date of termination.
Topparcel Ltd and/or the applicable Authorised Local Operator shall retain the right to recover any outstanding amount owed by the Customer after termination of this Agreement.
2.10 Identity Verification
Topparcel Ltd, Authorised Local Operators, Couriers, Delivery Services, logistics providers, customs agents, payment service providers, and competent governmental authorities may request identity documents, proof of address, company registration documents, tax documentation, or any other information reasonably required at any stage of collection, transportation, storage, customs clearance, delivery of Shipments, or provision of Services.
The Customer agrees to provide complete, accurate, and up-to-date information and documentation reasonably required to verify identity, comply with legal or regulatory obligations, prevent fraud, conduct security checks, satisfy customs or tax requirements, or facilitate the proper provision of Services.
Topparcel Ltd and/or the applicable Authorised Local Operator may verify the authenticity and validity of any documentation provided and may request additional information or supporting documentation where reasonably necessary.
Failure to provide requested documentation or information, provision of incomplete, inaccurate, misleading, or fraudulent information, or inability to adequately verify the Customer's identity may result in:
delays in the provision of Services;
suspension or cancellation of Orders;
suspension or closure of the Customer Account;
retention or blocking of Shipments;
denial of access to certain Services;
application of additional charges;
customs actions;
compliance with legal or regulatory requirements;
or any other measure reasonably necessary to comply with applicable law or protect the legitimate interests of Topparcel Ltd, Authorised Local Operators, Couriers, Delivery Services, or third parties.
The implementation of any such measures shall not give rise to any right to compensation, reimbursement, damages, or indemnity in favour of the Customer, except where required by mandatory applicable law.
2.11 Local Operators and Regional Service Providers
Topparcel Ltd may provide Services directly or through Authorised Local Operators, affiliates, resellers, representatives, partners, or other entities within the Topparcel Network.
Where Services are provided through an Authorised Local Operator, such operator may perform some or all of the following functions:
customer registration and onboarding;
account administration;
invoicing and billing;
payment collection;
customer support;
Customer Balance management;
administration of shipping and logistics services;
handling of claims, refunds, and billing adjustments;
debt recovery;
compliance with local legal, accounting, tax, customs, and regulatory requirements.
By registering an account, placing an Order, making a payment, or otherwise using the Topparcel.com platform, the Customer acknowledges and agrees that Services may be provided either directly by Topparcel Ltd or by the applicable Authorised Local Operator responsible for the Customer's country or region.
Invoices, account statements, payment confirmations, supplementary invoices, adjustment notices, refunds, credits, and other commercial documents may be issued by Topparcel Ltd or by the applicable Authorised Local Operator acting in connection with the provision of Services.
Payments made by the Customer to the applicable Authorised Local Operator shall be deemed valid payments for Services provided through the Topparcel Network.
The Customer acknowledges and agrees that any rights, claims, debts, balances, obligations, liabilities, and amounts arising in connection with Services provided through the Topparcel Network may be administered, collected, enforced, assigned, settled, or recovered by the applicable Authorised Local Operator acting on its own behalf and/or on behalf of Topparcel Ltd where permitted by applicable law.
The identity of the applicable Authorised Local Operator may be displayed on the Topparcel.com website, within the Customer Account, on invoices, or in other commercial documentation.
3. Fees, Charges and Payment Terms
3.1 Service Fees
The Customer shall pay all fees, charges, shipping costs, taxes, duties, surcharges, and other amounts applicable to the services requested through the Topparcel.com platform.
Applicable prices, tariffs, service charges, and fees are displayed on the Topparcel.com platform, within the Customer Account, or otherwise communicated to the Customer.
Prices displayed on the platform may change from time to time and shall apply as published at the time an Order is placed unless otherwise agreed.
3.2 Customer Balance
Topparcel Ltd and/or the applicable Authorised Local Operator may maintain a Customer Balance associated with the Customer Account.
The Customer Balance is an internal accounting record maintained solely for the administration of Services provided through the Topparcel Network and does not constitute a bank account, regulated payment account, electronic money account, deposit account, trust account, financial product, or regulated payment instrument of any kind.
Funds available within the Customer Balance may be used for:
payment of Orders;
additional charges;
billing adjustments;
supplementary invoices;
customs duties, taxes, and customs-related charges;
storage charges;
insurance fees;
return shipments;
carrier surcharges;
administrative charges;
operational costs arising from the provision of Services;
approved set-offs or credits;
any other Service or amount relating to Services provided through the Topparcel Network.
Topparcel Ltd and/or the applicable Authorised Local Operator may automatically deduct from the Customer Balance any due and payable amount arising in connection with Services provided to the Customer, including amounts subsequently communicated by Couriers, Delivery Services, customs authorities, warehouse operators, or other service providers involved in the handling of a Shipment.
The Customer shall be responsible for maintaining a sufficient balance to cover all amounts due and payable.
Insufficient funds within the Customer Balance shall not limit the right of Topparcel Ltd and/or the applicable Authorised Local Operator to issue supplementary invoices, create a negative Customer Balance, recover outstanding amounts, or exercise any other collection rights available under these Terms and Conditions.
3.3 Prepayments and Account Funding
Topparcel Ltd and/or the applicable Authorised Local Operator may require advance payments, Customer Balance top-ups, security deposits, reserve funds, or other forms of prepaid funding as a condition for the provision of certain Services.
Additional funds may be requested where reasonably necessary to cover:
estimated transportation costs;
anticipated billing adjustments;
customs duties, taxes, and related charges;
carrier surcharges;
storage costs;
return shipment costs;
pending claims or disputes;
operational or financial risks;
existing negative Customer Balances;
any other financial obligation relating to Services provided through the Topparcel Network.
The existence of prepaid funds, deposits, reserves, or Customer Balance funds shall not limit the right of Topparcel Ltd and/or the applicable Authorised Local Operator to recover any additional amount that subsequently becomes due and payable.
Where the Customer Balance is insufficient to cover outstanding obligations, Topparcel Ltd and/or the applicable Authorised Local Operator may suspend, delay, restrict, refuse, or terminate Services, reject Orders, retain Shipments, or implement any other measure reasonably necessary until the Customer's financial obligations have been satisfied.
Insufficient funds shall not extinguish or reduce any payment obligation owed by the Customer.
3.4 Additional Charges and Adjustments
Additional charges, billing adjustments, recalculations, or supplementary invoices may be applied where, including but not limited to:
actual weight differs from declared weight;
actual dimensions differ from declared dimensions;
information provided by the Customer is inaccurate, incomplete, or misleading;
customs duties, taxes, or governmental charges become payable;
storage charges arise;
re-packaging is required;
return shipments occur;
address corrections are required;
additional Services are requested;
carrier surcharges are imposed;
operational circumstances result in additional reasonable costs;
any other circumstance gives rise to additional costs associated with the provision of Services.
The Customer acknowledges and agrees that such charges, adjustments, recalculations, or supplementary invoices may become known and may be applied after collection, transportation, customs clearance, delivery, or completion of the relevant Service.
The Customer further acknowledges and agrees that such amounts may not be known, available, calculated, or reasonably determinable at the time an Order is placed or when an initial price quotation is displayed through the Topparcel.com platform.
Acceptance of an initial quotation, tariff, price estimate, service charge, or displayed rate shall not limit the right of Topparcel Ltd and/or the applicable Authorised Local Operator to subsequently recover legitimate charges, adjustments, surcharges, costs, or fees communicated by Couriers, Delivery Services, customs authorities, warehouse operators, governmental authorities, or other service providers involved in the provision of Services.
Such amounts may be recovered through:
Customer Balance deductions;
set-off against available credits or refunds;
supplementary invoices;
debt recovery procedures;
legal proceedings;
or any other method permitted by applicable law.
3.5 Invoicing
Invoices, account statements, adjustment notices, payment confirmations, credit notes, and other commercial documents may be issued by Topparcel Ltd or by the applicable Authorised Local Operator responsible for the Customer's country or region.
The Customer agrees that such documents constitute valid commercial documentation for services provided through the Topparcel Network.
3.5.1 Invoice Disputes
Any dispute relating to an invoice must be submitted in writing within fourteen (14) calendar days from the invoice date.
Following expiry of such period, the invoice shall be deemed accepted, accurate, and binding upon the Customer, except in the case of manifest error or where otherwise required by mandatory applicable law.
The submission of a dispute shall not suspend the Customer's obligation to pay any undisputed amount.
3.6 Payment Methods
Payments may be made using any payment method supported by the Topparcel.com platform, including:
bank transfers;
debit cards;
credit cards;
electronic payment systems;
digital wallets;
third-party payment providers;
prepaid balances;
any other payment method made available by Topparcel Ltd and/or the applicable Authorised Local Operator.
Topparcel Ltd and/or the applicable Authorised Local Operator reserve the right to add, remove, restrict, suspend, or modify available payment methods at any time for operational, commercial, security, anti-fraud, regulatory, legal, or risk-management purposes.
Payment shall only be deemed received when cleared funds have been successfully received by Topparcel Ltd and/or the applicable Authorised Local Operator.
The Customer shall be responsible for all bank charges, payment processing fees, currency conversion costs, exchange rate differences, transaction fees, intermediary bank charges, and any other costs associated with making a payment.
Any chargeback, payment reversal, rejected payment, disputed transaction, fraud-related payment issue, or financial institution charge shall remain the responsibility of the Customer to the extent permitted by applicable law.
Topparcel Ltd and/or the applicable Authorised Local Operator may suspend Services, reject Orders, restrict payment methods, require alternative payment methods, or implement additional verification procedures where payment irregularities, chargebacks, fraud concerns, or financial risks are identified.
Use of third-party payment providers shall also be subject to the applicable terms and conditions of such providers. Topparcel Ltd shall not be liable for interruptions, delays, errors, or failures attributable to third-party payment providers.
3.7 Taxes and Customs Charges
Unless expressly stated otherwise, the Customer shall be responsible for all applicable taxes, customs duties, import charges, governmental fees, VAT, GST, sales taxes, and similar charges arising from the Shipment.
Topparcel Ltd and/or the applicable Authorised Local Operator may advance such amounts on behalf of the Customer and recover them from the Customer through the Customer Balance, supplementary invoice, direct payment request, set-off, or any other lawful collection method.
3.8 Refunds and Credits
Refunds, credits, account adjustments, and compensation payments shall be processed in accordance with these Terms and Conditions and applicable law.
Topparcel Ltd and/or the applicable Authorised Local Operator reserve the right to apply approved refunds, credits, compensation payments, account adjustments, or other amounts due to the Customer Balance before returning funds through the original payment method or any other lawful payment method.
3.9 Late Payments
Any amount not paid when due shall constitute an overdue debt immediately recoverable by Topparcel Ltd and/or the applicable Authorised Local Operator.
Where payment is not made when due, Topparcel Ltd and/or the applicable Authorised Local Operator may, without prejudice to any other rights or remedies:
suspend or terminate Services;
suspend or restrict access to the Customer Account;
reject Orders;
retain or block Shipments;
create or maintain a negative Customer Balance;
issue supplementary invoices;
apply available credits or refunds by way of set-off;
charge statutory interest and late payment compensation to the maximum extent permitted by applicable law;
initiate debt recovery procedures;
commence legal proceedings;
take any other action permitted by applicable law.
The Customer shall reimburse all reasonable costs incurred in recovering overdue amounts, including:
legal fees;
court fees;
enforcement costs;
debt collection agency fees;
administrative recovery costs;
expert fees;
translation costs;
tracing and investigation costs;
and any other reasonable recovery expenses permitted by applicable law.
The rights set out in this clause shall survive termination of these Terms and Conditions and closure of the Customer Account.
3.10 Right of Retention (Lien)
In order to secure payment of any amount due by the Customer, Topparcel Ltd and/or the applicable Authorised Local Operator shall have a contractual and legal right of retention, lien, and security interest over any Shipment, goods, merchandise, documents, materials, property, or other items belonging to, controlled by, or associated with the Customer that are, directly or indirectly, in the possession, custody, control, or management of Topparcel Ltd, the applicable Authorised Local Operator, any warehouse operator, logistics provider, Courier, Delivery Service, customs broker, or any other service provider participating in the provision of Services.
Such right of retention and lien shall secure all amounts owed by the Customer, including but not limited to:
• Service fees;
• shipping charges;
• carrier surcharges;
• billing adjustments;
• supplementary invoices;
• customs duties;
• import duties;
• export duties;
• VAT, GST, sales taxes, and similar taxes;
• storage charges;
• return shipment costs;
• insurance charges;
• late payment interest;
• debt recovery costs;
• legal fees;
• court fees;
• enforcement costs;
• administrative costs;
• and any other amount payable under these Terms and Conditions, any Annex, or applicable law.
The right of retention and lien may be exercised regardless of whether the outstanding amount relates to the specific Shipment being retained or to any other Shipment, Order, Service, Customer Account, Customer Balance, transaction, or obligation of the Customer arising within the Topparcel Network.
Until all outstanding amounts have been paid in full, Topparcel Ltd and/or the applicable Authorised Local Operator may:
• retain any Shipment or goods;
• suspend collection, transportation, customs clearance, storage, release, forwarding, or delivery;
• refuse release or return of goods;
• block access to Services;
• suspend the Customer Account;
• retain Customer Balance funds;
• apply set-off rights;
• or otherwise prevent the Customer from obtaining possession or control of the retained goods.
Where payment is not received within a reasonable period following demand for payment, Topparcel Ltd and/or the applicable Authorised Local Operator may exercise any additional rights available under applicable law, including rights of sale, disposal, realisation, enforcement, debt recovery, set-off, appropriation, or any other lawful means of satisfying the outstanding debt.
This right of retention and lien shall be cumulative and shall not limit or replace any other right, remedy, security, guarantee, indemnity, set-off right, collection right, or recovery right available to Topparcel Ltd and/or the applicable Authorised Local Operator under these Terms and Conditions, any Annex, or applicable law.
3.11 Assignment of Debt and Receivables
Topparcel Ltd and/or the applicable Authorised Local Operator may assign, transfer, sell, securitise, factor, novate, outsource, delegate, or otherwise dispose of any debt, receivable, claim, invoice, Customer Balance deficit, payment right, recovery right, or other financial obligation arising under these Terms and Conditions without obtaining any further consent from the Customer.
The Customer expressly authorises Topparcel Ltd and the applicable Authorised Local Operator to disclose to any assignee, factor, debt purchaser, collection agency, professional adviser, recovery agent, or other authorised third party any information reasonably necessary for the management, enforcement, collection, transfer, assignment, sale, or recovery of such debt or receivable, subject to applicable data protection laws.
Any assignee, factor, debt purchaser, collection agency, or other authorised third party shall be entitled to exercise the same rights, remedies, and recovery actions available to Topparcel Ltd and/or the applicable Authorised Local Operator in relation to the assigned debt or receivable.
3.12 Extended Set-Off Rights
The Customer acknowledges and agrees that Topparcel Ltd and/or any Authorised Local Operator within the Topparcel Network may set off, deduct, withhold, retain, or apply any amount owed to the Customer against any amount owed by the Customer.
Such set-off rights shall apply to:
• Customer Balances;
• refunds;
• credits;
• compensation payments;
• deposits;
• reserve funds;
• insurance proceeds;
• promotional credits;
• account credits;
• any other sums payable to the Customer.
Set-off may be exercised against any present or future debt, liability, obligation, invoice, supplementary invoice, billing adjustment, customs duty, tax, surcharge, storage charge, administrative fee, recovery cost, or any other amount owed by the Customer to Topparcel Ltd, any Authorised Local Operator, or any other entity within the Topparcel Network.
Set-off may be applied regardless of the country involved, the Service used, the Shipment concerned, or the entity within the Topparcel Network acting as creditor or debtor.
3.13 Invoice Disputes and Acceptance of Records
Any dispute relating to invoices, account statements, Customer Balance records, billing adjustments, supplementary invoices, transaction records, operational reports, accounting records, or any other financial or operational records must be submitted in writing within fourteen (14) calendar days from the date on which such record, invoice, statement, adjustment, or communication is issued, published, made available in the Customer Area, or otherwise communicated to the Customer.
Following expiry of such period, the relevant invoice, statement, record, adjustment, report, or communication shall be deemed accepted, accurate, and binding upon the Customer, except in the case of manifest error or where otherwise required by mandatory applicable law.
The submission of a dispute shall not suspend the Customer's obligation to pay any undisputed amount and shall not entitle the Customer to withhold payment unless otherwise required by applicable law or agreed in writing by Topparcel Ltd and/or the applicable Authorised Local Operator.
Invoices, Customer Balance records, accounting records, transaction logs, operational reports, system records, electronic records, and other records maintained by Topparcel Ltd and/or the applicable Authorised Local Operator shall constitute prima facie evidence of the financial and operational relationship between the Parties unless the Customer provides sufficient evidence that the relevant record is inaccurate.
4. Liability and Limitation of Liability
4.1 General Liability
Each party shall be responsible for its own acts, omissions, breaches of these Terms and Conditions, and violations of applicable law.
4.2 Platform Availability
Topparcel Ltd shall use reasonable efforts to maintain the availability and proper functioning of the Topparcel.com platform, its systems, interfaces, APIs, technological tools, and related Services.
However, Topparcel Ltd does not guarantee that the Topparcel.com platform, Customer Accounts, APIs, integrations, software tools, websites, applications, or any related Services will operate continuously, uninterrupted, error-free, permanently available, or completely secure.
Temporary interruptions, service degradation, limited functionality, delays, or complete unavailability may occur due to, including but not limited to:
scheduled maintenance;
emergency maintenance;
software updates or upgrades;
technical failures;
hardware failures;
telecommunications interruptions;
internet service provider failures;
hosting provider failures;
data centre failures;
cloud service interruptions;
API failures;
third-party system failures;
failures of Couriers, Delivery Services, customs authorities, warehouse operators, or other service providers;
cybersecurity incidents;
unauthorised access attempts;
malware, ransomware, or cyberattacks;
governmental actions;
regulatory actions;
legal requirements;
force majeure events;
or any circumstance beyond the reasonable control of Topparcel Ltd.
Topparcel Ltd may temporarily suspend all or part of the Topparcel.com platform or any related Service whenever reasonably necessary for maintenance, security, compliance, operational, technical, regulatory, or business purposes.
To the fullest extent permitted by applicable law, Topparcel Ltd shall not be liable for:
loss of profits;
loss of revenue;
loss of business opportunity;
loss of anticipated savings;
loss of data;
business interruption;
reputational damage;
indirect losses;
consequential losses;
special damages;
punitive damages;
arising from any interruption, delay, unavailability, degradation, or malfunction of the Topparcel.com platform or any related Service.
The Customer acknowledges that internet-based services inherently involve risks that cannot be entirely eliminated through reasonable technical or organisational measures.
4.3 Third-Party Service Providers
The Customer acknowledges that collection, transportation, customs processing, storage, forwarding, and delivery services may be performed by independent third-party carriers, logistics providers, customs agents, warehouses, and subcontractors.
To the maximum extent permitted by law, Topparcel Ltd shall not be liable for acts, omissions, delays, failures, or misconduct of such third parties.
4.4 Limitation of Liability
To the fullest extent permitted by applicable law, the total aggregate liability of Topparcel Ltd and/or the applicable Authorised Local Operator arising out of or in connection with any single Shipment, Order, Service, claim, dispute, incident, event, or series of related events shall not exceed:
the amount paid by the Customer for the affected Shipment or Service; or
the amount of compensation approved under these Terms and Conditions and any applicable Annexes,
whichever amount is lower.
The foregoing limitation shall apply regardless of the legal basis of the claim, whether arising in contract, tort (including negligence), statutory duty, restitution, misrepresentation, or otherwise.
Nothing in these Terms and Conditions shall exclude or limit liability where such exclusion or limitation is prohibited by mandatory applicable law.
4.5 Exclusion of Indirect Damages
To the maximum extent permitted by law, Topparcel Ltd shall not be liable for:
- loss of profit;
- loss of business;
- loss of revenue;
- loss of opportunity;
- loss of contracts;
- loss of goodwill;
- loss of anticipated savings;
- indirect damages;
- consequential damages;
- special damages;
- punitive damages.
4.6 Customer Information and Packaging
The Customer is solely responsible for:
- the accuracy of addresses and shipment information;
- the legality of Shipment contents;
- customs declarations;
- packaging quality;
- compliance with carrier requirements;
- compliance with applicable laws and regulations.
Compensation claims may be denied where damage results from inadequate packaging or inaccurate information supplied by the Customer.
4.7 Tracking and Monitoring
All Shipments are assigned tracking information where available.
The Customer remains responsible for monitoring Shipment progress and promptly reporting any issues, delays, loss, damage, or discrepancies.
4.8 Intellectual Property
Topparcel Ltd represents that it owns or has the necessary rights to operate the platform and provide the services made available through it.
All intellectual property rights relating to the platform remain the exclusive property of Topparcel Ltd or its licensors.
4.9 Customer Support
Topparcel Ltd shall use reasonable efforts to provide customer support through the communication channels made available on the platform.
Support availability, response times, and service levels may vary depending on the country, service provider, issue type, and operational circumstances.
5. Force Majeure
Neither party shall be liable for any delay, interruption, failure, or inability to perform its obligations where such failure results from circumstances beyond its reasonable control, including but not limited to:
- natural disasters;
- floods;
- earthquakes;
- fires;
- pandemics;
- epidemics;
- public health emergencies;
- war;
- terrorism;
- civil unrest;
- labour disputes;
- strikes;
- governmental actions;
- customs restrictions;
- transportation disruptions;
- power failures;
- telecommunications failures;
- cyber incidents;
- acts or omissions of third-party service providers.
The affected party shall use reasonable efforts to mitigate the consequences of such events and resume performance as soon as reasonably practicable.
6. Collection, Transportation and Delivery
6.1 Delivery Times
Any delivery times, transit times, estimated arrival dates, delivery estimates, service commitments, or expected delivery schedules displayed on the Topparcel.com platform are provided for information purposes only and constitute estimates unless expressly stated otherwise in writing.
Delivery times are not guaranteed and may be affected by operational circumstances, carrier capacity, transportation disruptions, customs procedures, border inspections, regulatory actions, security checks, weather conditions, force majeure events, public holidays, peak periods, third-party service provider performance, or any other circumstance beyond the reasonable control of Topparcel Ltd, the applicable Authorised Local Operator, or the relevant Courier or Delivery Service.
Topparcel Ltd and/or the applicable Authorised Local Operator shall not be liable for delays in collection, transportation, customs clearance, storage, return, or delivery of any Shipment and shall not be required to refund shipping charges, service fees, surcharges, or other amounts solely because a Shipment was delivered later than estimated.
Where a Shipment experiences an extended delay, Topparcel Ltd and/or the applicable Authorised Local Operator may, upon the Customer's request, contact the relevant Courier, Delivery Service, warehouse operator, customs authority, or other service provider and provide the Customer with any status information reasonably available at that time.
Topparcel Ltd and the applicable Authorised Local Operator do not guarantee the accuracy, completeness, or availability of tracking information, tracking events, estimated delivery dates, or status updates provided by third-party service providers.
6.2 Collection Services
Collection services are arranged based on the information provided by the Customer.
Weight, dimension, service availability, and collection requirements may vary depending on the selected carrier and service.
If collection fails due to Customer unavailability, incorrect information, inaccessible premises, or other circumstances attributable to the Customer, additional charges may apply.
Topparcel Ltd and/or the applicable Authorised Local Operator may arrange a further collection attempt subject to carrier availability and applicable fees.
6.3 Warehousing and Transit Operations
Shipments may pass through warehouses, consolidation facilities, sorting centres, customs facilities, cross-docking locations, transit hubs, or other operational facilities.
Topparcel Ltd, the applicable Authorised Local Operator, and their service providers may modify operational processes, warehouse locations, schedules, routes, and handling procedures where reasonably necessary.
Operational schedules and transit arrangements may change without prior notice.
6.4 Restricted and Special Cargo
Certain goods may be prohibited, restricted, hazardous, regulated, or subject to special transportation requirements.
The Customer is responsible for ensuring that all Shipment contents comply with applicable laws, carrier requirements, customs regulations, aviation regulations, dangerous goods regulations, and other applicable requirements.
Topparcel Ltd and/or the applicable Authorised Local Operator reserve the right to refuse, suspend, separate, inspect, return, dispose of, or otherwise handle any Shipment that does not comply with applicable requirements.
7. Customs, Duties and Regulatory Compliance
7.1 Customs Clearance
Any Shipment crossing a customs border may be subject to customs clearance, inspection, duties, taxes, import controls, export controls, security procedures, or other governmental requirements.
The Customer and the Consignee shall provide all information, documents, declarations, permits, licences, invoices, certificates, and supporting materials requested by customs authorities or other governmental bodies.
7.2 Customer Responsibility
The Customer remains solely responsible for:
- customs declarations;
- import and export compliance;
- shipment contents;
- product classifications;
- customs values;
- duties and taxes;
- licences and permits;
- regulatory compliance.
The Customer and/or Consignee shall remain the importer of record, exporter of record, and declarant unless expressly agreed otherwise in writing.
7.3 Customs Inspection
The Customer acknowledges and agrees that Shipments may be opened, inspected, scanned, retained, examined, sampled, verified, or subjected to documentary or physical controls by:
customs authorities;
governmental authorities;
regulatory bodies;
border agencies;
Couriers;
Delivery Services;
warehouse operators;
logistics providers;
customs brokers;
Topparcel Ltd;
Authorised Local Operators;
payment service providers where required by law;
or any other service provider involved in the handling of a Shipment.
Such inspections may be carried out whenever reasonably necessary for legal, regulatory, customs, tax, security, operational, anti-fraud, anti-money laundering, sanctions compliance, export control, import control, or risk management purposes.
The Customer acknowledges and agrees that inspections may take place without prior notice where required by applicable law, governmental authorities, Couriers, Delivery Services, customs authorities, or operational requirements.
Topparcel Ltd and Authorised Local Operators shall not be liable for delays, costs, losses, confiscations, inspections, seizures, storage charges, customs actions, or any other consequences resulting from actions taken by competent authorities, Couriers, Delivery Services, or other authorised third parties, except where liability cannot be excluded under mandatory applicable law.
7.4 Duties, Taxes and Charges
The Customer shall be solely responsible for all customs duties, import duties, export duties, taxes, VAT, GST, excise duties, customs processing fees, brokerage fees, governmental charges, regulatory charges, storage charges, penalties, administrative fees, and any other charges arising in connection with a Shipment.
Topparcel Ltd, Authorised Local Operators, Couriers, Delivery Services, customs brokers, warehouse operators, or other service providers may, but shall not be obliged to, advance such amounts on behalf of the Customer or Recipient in order to facilitate transportation, customs clearance, storage, release, return, or delivery of a Shipment.
Where any such amount is advanced, paid, incurred, guaranteed, secured, or otherwise becomes payable by Topparcel Ltd, an Authorised Local Operator, or any participating service provider, the Customer shall immediately reimburse the full amount upon demand.
The Customer expressly authorises Topparcel Ltd and/or the applicable Authorised Local Operator to recover such amounts through:
Customer Balance deductions;
set-off against credits or refunds;
supplementary invoices;
direct payment requests;
debt recovery procedures;
legal proceedings;
or any other lawful collection method.
The Customer acknowledges that customs duties, taxes, surcharges, governmental fees, and related costs may be assessed, recalculated, adjusted, or communicated after collection, transportation, customs clearance, delivery, return, or completion of the Service.
The Customer waives any objection based solely on the fact that such amounts were not known, estimated, communicated, or invoiced at the time the Shipment was booked or the Order was placed.
7.5 Refusal to Pay Duties or Provide Documentation
Where the Customer, Recipient, consignor, consignee, importer, exporter, or any responsible party fails or refuses to:
pay customs duties;
pay taxes;
pay governmental charges;
reimburse customs-related expenses;
provide requested customs documentation;
provide identity verification documents;
provide import or export permits;
provide regulatory documentation;
provide information reasonably required by competent authorities;
the Shipment may be delayed, retained, returned, abandoned, destroyed, confiscated, sold, auctioned, disposed of, or otherwise handled in accordance with applicable law and the requirements of the relevant authority, Courier, Delivery Service, warehouse operator, customs authority, or governmental body.
Any costs, losses, penalties, storage charges, disposal charges, customs charges, legal expenses, transportation costs, return costs, administrative costs, or other expenses arising from such refusal or failure shall be borne solely by the Customer.
Topparcel Ltd, Authorised Local Operators, Couriers, Delivery Services, warehouse operators, customs authorities, and other service providers shall have no liability for any loss, damage, delay, confiscation, destruction, disposal, abandonment, sale, or other consequence arising from the Customer's failure to comply with customs, tax, regulatory, security, identification, or documentation requirements, except where liability cannot be excluded under mandatory applicable law.
Any amount incurred by Topparcel Ltd and/or the applicable Authorised Local Operator in connection with such events shall remain immediately due and payable by the Customer and may be recovered in accordance with these Terms and Conditions and any applicable Annexes.
7.6 No Liability for Customs Actions
Topparcel Ltd and Authorised Local Operators shall not be liable for delays, inspections, seizures, confiscations, penalties, destruction of goods, customs decisions, regulatory actions, or other actions taken by governmental authorities.
8. Insurance and Compensation
8.1 Optional Insurance
Where available, Topparcel Ltd may offer optional insurance coverage for loss of or damage to a Shipment during transportation.
Insurance must be selected by the Customer during the Order creation process and before the Shipment is handed over for transportation.
8.2 Insurance Coverage
Insurance coverage shall be limited to the declared value of the insured goods and shall be subject to the applicable insurance terms, exclusions, limitations, carrier requirements, and supporting documentation.
The cost of insurance may be calculated as a percentage of the declared value of the Shipment.
The declared value must reflect the actual commercial value of the goods.
8.3 Claims Submission
Only the Customer who owns the registered Customer Account may submit insurance or compensation claims.
Claims submitted by third parties, recipients, intermediaries, or unauthorised persons may be rejected.
8.4 Evidence Requirements
Any claim for loss, damage, or compensation must be supported by sufficient evidence, including photographs, invoices, proof of value, packaging evidence, and any other documentation reasonably requested by Topparcel Ltd, the insurer, or the relevant service provider.
Claims for visible damage must be submitted within seven (7) calendar days following delivery unless a different period is required by applicable law or carrier conditions.
8.5 Transfer of Ownership
Where compensation is paid in full for damaged, lost, or destroyed goods, ownership of the compensated goods may transfer to Topparcel Ltd, the insurer, or the party that paid the compensation, where permitted by applicable law.
8.6 Exclusions
Compensation and insurance claims may be reduced or rejected where loss, damage, delay, or other issues result from:
- inadequate packaging;
- prohibited or restricted goods;
- inaccurate declarations;
- customs actions;
- force majeure events;
- acts or omissions of the Customer, Consignee, or third parties;
- violations of these Terms and Conditions;
- circumstances excluded by the applicable insurance policy or carrier rules.
8.7 Fraudulent Claims
Topparcel Ltd reserves the right to reject any claim that is fraudulent, misleading, unsupported, exaggerated, or submitted in bad faith.
9. Cancellation and Refund Policy
9.1 Cancellation Before Collection
The Customer may request cancellation of an Order before collection takes place.
Cancellation requests should be submitted as early as possible through the Customer Account or other approved communication channels.
Topparcel Ltd may apply administrative charges, carrier cancellation charges, payment processing fees, or other reasonable costs incurred as a result of the cancellation.
9.2 Cancellation After Collection Arrangements
Where collection has already been arranged, additional fees may apply depending on carrier policies, operational costs, and the stage of processing reached at the time of cancellation.
9.3 Collection Attempt Charges
If a courier attends the collection address and collection cannot be completed due to Customer unavailability, incorrect information, refusal to hand over the Shipment, or other circumstances attributable to the Customer, additional charges may apply.
9.4 Cancellation After Collection
Once a Shipment has been collected by a carrier, cancellation may not be possible.
Where a return can be arranged, the Customer shall be responsible for all applicable transportation, handling, storage, return, customs, and administrative costs.
Topparcel Ltd does not guarantee that a Shipment can be stopped, intercepted, or returned after collection.
9.5 Refund Processing
Any refund approved under these Terms and Conditions shall be processed within a reasonable period by Topparcel Ltd and/or the applicable Authorised Local Operator, subject to applicable law, operational requirements, payment provider procedures, verification requirements, and fraud prevention controls.
Approved refunds may, at the discretion of Topparcel Ltd and/or the applicable Authorised Local Operator and where permitted by applicable law, be:
returned using the original payment method;
credited to the Customer Balance;
applied by way of set-off against any outstanding amount owed by the Customer;
or processed using any other lawful method agreed with the Customer.
Before processing a refund, Topparcel Ltd and/or the applicable Authorised Local Operator may verify the Customer's identity, payment details, entitlement to the refund, and compliance with applicable legal, regulatory, anti-fraud, anti-money laundering, sanctions, or security requirements.
Transaction fees, payment processing fees, bank charges, currency conversion costs, carrier charges already incurred, customs charges, administrative fees, storage charges, non-recoverable third-party costs, and any other unrecoverable expenses may be deducted from the refund to the extent permitted by applicable law.
Where the Customer has a negative Customer Balance, overdue amounts, outstanding billing adjustments, supplementary invoices, customs liabilities, carrier surcharges, or any other amount due and payable, Topparcel Ltd and/or the applicable Authorised Local Operator may apply all or part of the refund by way of set-off against such amounts before releasing any remaining balance to theCustomer.
10. Miscellaneous Provisions
10.1 Data Protection
The Customer represents and warrants that all personal data, business data, contact information, Shipment information, and other information provided to Topparcel Ltd, the applicable Authorised Local Operator, Couriers, Delivery Services, warehouse operators, customs authorities, or other service providers involved in the provision of Services has been collected, processed, and transferred lawfully.
The Customer further represents and warrants that all necessary permissions, consents, authorisations, notices, legal bases, and other requirements required under applicable data protection, privacy, customs, transport, and regulatory laws have been obtained and maintained.
The Customer shall be solely responsible for the legality, accuracy, completeness, and lawfulness of any personal data or information submitted through the Topparcel.com platform or otherwise provided in connection with the Services.
Personal data shall be processed in accordance with the applicable Privacy Policy published on the Topparcel.com website, as amended from time to time.
Where required for the provision of Services, the Customer expressly authorises Topparcel Ltd, the applicable Authorised Local Operator, Couriers, Delivery Services, warehouse operators, customs brokers, governmental authorities, payment service providers, and other participating service providers to process, transfer, disclose, store, and use such information to the extent reasonably necessary for the performance of Services, compliance with legal obligations, fraud prevention, customs clearance, payment processing, dispute resolution, and operational administration.
The Customer shall indemnify and hold harmless Topparcel Ltd and the applicable Authorised Local Operator against any loss, liability, penalty, fine, claim, cost, or expense arising from the Customer's breach of applicable data protection or privacy laws.
10.2 Account Security
The Customer is responsible for maintaining the confidentiality of account credentials and shall immediately notify Topparcel Ltd and/or the applicable Authorised Local Operator of any unauthorised access or security breach.
All actions performed through the Customer Account shall be deemed authorised by the Customer unless proven otherwise.
10.3 Electronic Communications
The Customer agrees that notices, invoices, statements, claims, requests, communications, and other documents may be transmitted electronically through the platform, email, API integrations, or other electronic means.
Electronic communications shall have the same legal effect as communications in paper form where permitted by applicable law.
10.4 Lawful Use
The Customer shall use the platform and services only for lawful purposes and in compliance with applicable laws and regulations.
11. Governing Law and Dispute Resolution
11.1 Applicable Law
These Terms and Conditions, any Order, Shipment, Service, Customer Account, Customer Balance, supplementary invoice, adjustment, claim, dispute, debt, payment obligation, or any other legal relationship arising from or connected with the use of the Topparcel.com platform or the provision of Services shall be governed by the laws applicable in the country where the relevant Service is provided by the applicable Authorised Local Operator.
Where Services are provided directly by Topparcel Ltd without the involvement of an Authorised Local Operator, such Services shall be governed by the laws of England and Wales.
Nothing in these Terms and Conditions shall prevent the application of mandatory consumer protection laws, customs laws, tax laws, transport regulations, or other mandatory legal provisions applicable in the jurisdiction concerned.
11.2 Jurisdiction
Any dispute, controversy, claim, or disagreement arising out of or in connection with these Terms and Conditions, including their existence, validity, interpretation, performance, breach, enforcement, or termination, shall be submitted to the courts having jurisdiction under the laws applicable pursuant to Clause 11.1.
Where Services are provided by an Authorised Local Operator, the competent courts shall include the courts having jurisdiction over the registered office of such Authorised Local Operator where that operator has issued invoices, collected payments, administered Customer Balances, managed Services, recovered debts, handled claims, or otherwise acted in connection with the provision of Services to the Customer.
Notwithstanding the foregoing, Topparcel Ltd and/or the applicable Authorised Local Operator shall have the right to initiate legal proceedings, obtain interim or protective measures, recover debts, enforce judgments, protect intellectual property rights, or pursue any other legal remedy in any jurisdiction where such action is permitted by applicable law.
The Customer expressly acknowledges and agrees that debt recovery actions may be brought by the applicable Authorised Local Operator, by Topparcel Ltd, or by any authorised assignee, successor, collection agent, or representative acting on their behalf where permitted by applicable law.
11.3 Amicable Resolution
Before commencing legal proceedings, the parties shall use reasonable efforts to resolve disputes through amicable negotiations.
The submission of a written complaint and a period of ten (10) business days for response shall be deemed sufficient compliance with this requirement unless mandatory law provides otherwise.
11.4 Severability
If any provision of these Terms and Conditions is found to be invalid, unlawful, or unenforceable, the remaining provisions shall remain in full force and effect.
11.5 Entire Agreement
These Terms and Conditions, together with any applicable Annexes, policies, Orders, Customer Account records, Customer Balance records, invoices, supplementary invoices, operational records, and any documents expressly incorporated by reference, constitute the entire agreement between the Parties relating to the use of the Topparcel.com platform and the provision of Services.
They supersede and replace all prior agreements, negotiations, discussions, communications, representations, proposals, understandings, arrangements, promises, statements, and correspondence, whether oral or written, relating to the same subject matter.
The Customer acknowledges and agrees that it has not relied upon any representation, statement, promise, assurance, warranty, or undertaking not expressly set out in these Terms and Conditions.
No employee, representative, agent, reseller, partner, Authorised Local Operator, Courier, Delivery Service, or other person shall have authority to modify, vary, waive, or create any obligation inconsistent with these Terms and Conditions unless such modification is made in writing and expressly authorised by Topparcel Ltd or the applicable Authorised Local Operator.
Nothing in this clause shall exclude or limit liability for fraud or any liability that cannot be excluded or limited under mandatory applicable law.
11.6 Language and Versions
Translations are provided for convenience. If there is any inconsistency between the English version and a translation, the English version prevails, except to the extent that mandatory applicable law requires otherwise.
The version number and publication record maintained by Topparcel Ltd identify the applicable version. No translation expands or restricts the English text unless mandatory applicable law requires otherwise.
11.7 Assignment
Topparcel Ltd may, at any time and without obtaining the Customer's consent, assign, transfer, novate, subcontract, delegate, outsource, pledge, charge, dispose of, or otherwise deal with any or all of its rights, obligations, interests, claims, receivables, Customer Balances, debts, contracts, or business operations arising under or in connection with these Terms and Conditions.
Without limitation, such assignment, transfer, delegation, or other disposition may be made in favour of:
an Authorised Local Operator;
an affiliate or group company;
a successor entity;
a purchaser of all or part of the business;
a service provider;
a payment processor;
a debt collection agency;
a legal representative;
a financing institution;
an assignee of receivables;
or any other third party permitted under applicable law.
The Customer acknowledges and agrees that any assignee, successor, transferee, Authorised Local Operator, or other authorised party shall be entitled to exercise the rights, remedies, claims, collection rights, and enforcement rights originally held by Topparcel Ltd to the extent permitted by applicable law.
The Customer may not assign, transfer, delegate, novate, subcontract, or otherwise dispose of any rights or obligations arising under these Terms and Conditions without the prior written consent of Topparcel Ltd.
Any attempted assignment or transfer by the Customer in breach of this clause shall be null and void to the extent permitted by applicable law.
11.8 Survival
Termination, suspension, closure of the Customer Account, discontinuation of Services, or expiry of these Terms and Conditions shall not affect any provision which by its nature is intended to survive termination.
Without limitation, the following provisions shall survive termination and remain fully enforceable:
• payment obligations;
• Customer Balance obligations;
• negative Customer Balances;
• billing adjustments;
• supplementary invoices;
• customs duties, taxes, and governmental charges;
• carrier surcharges;
• debt recovery rights;
• rights of retention and lien;
• set-off rights;
• indemnities;
• limitations of liability;
• compensation provisions;
• confidentiality obligations;
• intellectual property rights;
• data protection obligations;
• evidential provisions;
• governing law provisions;
• jurisdiction provisions;
• enforcement rights;
• assignment rights;
• and any other provision which is expressly or implicitly intended to survive termination.
Topparcel Ltd, the applicable Authorised Local Operator, and any authorised assignee, successor, debt purchaser, collection agency, recovery agent, or representative shall remain entitled to enforce all rights and remedies arising before or after termination to the fullest extent permitted by applicable law.
11.9 Mandatory Consumer Rights
If the Customer is a consumer, nothing in these Terms and Conditions excludes or limits any right or remedy that cannot lawfully be excluded or limited under mandatory consumer law.
In particular, nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited. Any limitation of liability, exclusion, shortened claim period, unilateral variation, language-priority provision or jurisdiction clause applies only to the extent that it is fair, transparent and enforceable under mandatory applicable law.
A consumer may bring proceedings in any court available to that consumer under mandatory applicable law.
ANNEX A
PROHIBITED AND RESTRICTED GOODS POLICY
This Annex forms an integral part of the Topparcel Services Agreement and applies to all Services provided through the Topparcel.com platform and the Topparcel Network.
1. General Principle
The Customer is solely responsible for ensuring that any Shipment complies with:
applicable laws and regulations;
customs requirements;
import and export restrictions;
sanctions regulations;
transport regulations;
aviation regulations;
dangerous goods regulations;
carrier requirements;
and any other legal or operational requirements applicable in the country of origin, transit, or destination.
The Customer shall not submit for transportation any goods that are prohibited, restricted, illegal, dangerous, or otherwise non-compliant with applicable requirements.
Topparcel Ltd, Authorised Local Operators, Couriers, Delivery Services, customs authorities, warehouse operators, and other service providers reserve the right to refuse, suspend, inspect, separate, return, retain, destroy, abandon, dispose of, or otherwise handle any Shipment that violates this Annex or any applicable law.
2. Prohibited Goods
The following goods are strictly prohibited unless expressly authorised in writing by the relevant carrier and permitted under applicable law:
narcotic drugs;
controlled substances;
illegal drugs;
psychotropic substances;
counterfeit goods;
stolen goods;
firearms;
firearm components;
ammunition;
explosives;
fireworks;
military equipment;
weapons;
weapon components;
toxic substances;
biological hazards;
infectious substances;
radioactive materials;
hazardous waste;
human remains;
body parts;
live animals;
illegal wildlife products;
products derived from protected species;
forged documents;
counterfeit currency;
unauthorised payment instruments;
goods prohibited by customs, transport, aviation, or security regulations;
money, including cash, banknotes, and coins;
credit cards and debit cards;
SIM cards;
cheques;
identity documents, including passports and identity cards.
3. Restricted Goods
The following goods may be accepted only where permitted by applicable law, carrier requirements, customs regulations, and any additional conditions imposed by Topparcel Ltd, an Authorised Local Operator, or the relevant carrier:
lithium batteries;
electronic devices containing batteries;
cosmetics;
perfumes;
aerosols;
alcoholic beverages;
food products;
nutritional supplements;
vitamins;
medicines;
medical devices;
tobacco products;
vaping products;
jewellery;
precious metals;
gemstones;
watches;
works of art;
antiques;
collectibles;
high-value goods;
temperature-sensitive products;
fragile goods;
hazardous materials permitted under applicable transport regulations.
Acceptance of a Shipment containing restricted goods does not constitute confirmation that transportation is permitted.
4. Cash and Valuable Instruments
Unless expressly permitted by the relevant carrier and applicable law, the following items shall not be sent:
cash;
banknotes;
coins;
bearer instruments;
traveller's cheques;
negotiable instruments;
prepaid cards;
gift cards;
lottery tickets;
securities;
investment certificates;
documents representing monetary value.
Such items shall be transported entirely at the Customer's risk where accepted by a carrier.
4.1 High-Value Goods
Unless expressly accepted by the relevant Courier, Delivery Service, insurer, and applicable law, the following items may be subject to additional restrictions, insurance requirements, declared value limits, or refusal:
luxury watches;
jewellery;
precious metals;
gemstones;
works of art;
antiques;
collectibles;
mobile phones;
computers;
electronic devices;
and any other high-value goods.
Transportation of such items may be subject to separate carrier conditions.
5. Customer Declarations
The Customer represents and warrants that:
all declarations are accurate;
all Shipment contents have been correctly described;
all customs information is complete and accurate;
no prohibited goods have been included;
all restricted goods have been properly declared;
all legal requirements have been satisfied.
Any false, misleading, incomplete, or inaccurate declaration shall constitute a material breach of the Agreement.
6. Inspection Rights
Topparcel Ltd, Authorised Local Operators, Couriers, Delivery Services, customs authorities, warehouse operators, security providers, and governmental authorities may inspect, scan, open, verify, or examine any Shipment at any time where permitted by applicable law or operational requirements.
The Customer acknowledges that inspections may be performed without prior notice.
7. Consequences of Non-Compliance
Where prohibited or restricted goods are discovered, Topparcel Ltd, the applicable Authorised Local Operator, or any participating service provider may:
refuse transportation;
suspend Services;
retain the Shipment;
return the Shipment;
separate goods;
cancel the Order;
destroy the Shipment where legally permitted;
surrender the Shipment to competent authorities;
recover all associated costs from the Customer;
close the Customer Account;
initiate debt recovery procedures;
report the matter to competent authorities.
The Customer shall remain fully liable for all costs, damages, losses, penalties, duties, taxes, storage charges, legal expenses, carrier charges, governmental fines, and other liabilities arising from any breach of this Annex.
8. No Liability
To the fullest extent permitted by applicable law, Topparcel Ltd, Authorised Local Operators, Couriers, Delivery Services, warehouse operators, customs authorities, and participating service providers shall not be liable for any loss, delay, confiscation, seizure, destruction, disposal, abandonment, regulatory action, or other consequence arising from the Customer's breach of this Annex or applicable law.
9. Country-Specific Restrictions and Carrier Requirements
In addition to the restrictions set out in this Annex, Shipments shall at all times comply with:
the laws and regulations of the country of origin;
the laws and regulations of any transit country;
the laws and regulations of the destination country;
customs requirements;
import and export restrictions;
sanctions regulations;
transport regulations;
aviation security regulations;
carrier-specific requirements;
warehouse and logistics operator requirements;
and any other applicable legal, regulatory, operational, or security requirements.
Certain goods may be prohibited, restricted, subject to licensing requirements, require additional documentation, require special packaging, be subject to quantity limitations, or require special handling in specific countries or by specific Couriers or Delivery Services.
The Customer is solely responsible for verifying whether a Shipment complies with all applicable restrictions before placing an Order.
Neither the availability of a Service through the Topparcel.com platform nor acceptance of a Shipment by Topparcel Ltd, an Authorised Local Operator, a Courier, Delivery Service, warehouse operator, customs broker, or any other service provider shall constitute confirmation that transportation of the Shipment is lawful or permitted.
Topparcel Ltd, Authorised Local Operators, Couriers, Delivery Services, customs authorities, warehouse operators, and other participating service providers reserve the right to refuse, suspend, delay, inspect, return, retain, confiscate, destroy, abandon, dispose of, or otherwise handle any Shipment where required by applicable law, regulatory requirements, operational restrictions, carrier policies, or security considerations.
The Customer shall remain solely responsible for all consequences arising from any breach of country-specific restrictions, carrier requirements, customs regulations, sanctions rules, import controls, export controls, or other applicable legal requirements.
Where any conflict exists between this Annex, local legislation, customs regulations, carrier requirements, or mandatory legal provisions, the stricter requirement shall apply to the extent permitted by applicable law.
ANNEX B
COMPENSATION POLICY AND LIABILITY LIMITS
This Annex forms an integral part of the Topparcel Services Agreement and applies to all Services provided through the Topparcel.com platform and the Topparcel Network.
1. General Principle
Compensation may only be paid where expressly provided under these Terms and Conditions, this Annex, applicable law, or the applicable carrier's compensation policy.
The Customer acknowledges that Topparcel Ltd, Authorised Local Operators, Couriers, Delivery Services, warehouse operators, customs authorities, and other service providers participate in the transportation process under different legal frameworks and liability regimes.
Any compensation payable shall be subject to the limitations, exclusions, conditions, and procedures set out in this Annex.
2. Limitation of Liability
To the fullest extent permitted by applicable law, the total aggregate liability of Topparcel Ltd and/or the applicable Authorised Local Operator arising out of or in connection with any Shipment, Order, Service, incident, event, claim, or series of related events shall not exceed:
the amount paid by the Customer for the affected Shipment or Service; or
the amount of compensation approved under these Terms and Conditions and this Annex;
whichever amount is lower.
Nothing in this Annex shall exclude or limit liability where such exclusion or limitation is prohibited by mandatory applicable law.
3. Excluded Losses
To the fullest extent permitted by applicable law, neither Topparcel Ltd nor any Authorised Local Operator shall be liable for:
loss of profit;
loss of revenue;
loss of business opportunity;
loss of contracts;
loss of anticipated savings;
loss of goodwill;
reputational damage;
indirect losses;
consequential losses;
special damages;
punitive damages;
emotional distress;
loss arising from delayed delivery;
loss arising from customs actions;
loss arising from regulatory actions;
loss arising from seizure or confiscation;
loss arising from force majeure events.
4. Uninsured Shipments
Where Shipment Insurance has not been purchased, any compensation shall be limited to the amount recoverable from the relevant Courier, Delivery Service, or other service provider and shall never exceed the limits established under Clause 2 of this Annex.
The Customer acknowledges that transportation of uninsured Shipments is undertaken at the Customer's own risk.
5. Insured Shipments
Where Shipment Insurance has been purchased and accepted:
compensation shall be subject to the terms of the applicable insurance provider;
compensation shall not exceed the declared value accepted for insurance purposes;
proof of value may be required;
proof of loss or damage may be required;
all supporting documentation reasonably requested must be provided.
The purchase of insurance does not guarantee payment of compensation.
6. Non-Compensable Items
No compensation is payable for prohibited goods or Non-Compensable Items identified in Annex A, or for any other item excluded by these Terms and Conditions, the applicable carrier terms or mandatory applicable law.
7. Damage Claims
Any claim relating to damaged goods must include:
photographs of the external packaging;
photographs of the internal packaging;
photographs of the damaged goods;
proof of value;
proof of purchase where available;
any other evidence reasonably requested.
Failure to provide adequate evidence may result in rejection of the claim.
No compensation shall be payable for Non-Compensable Items.
8. Loss Claims
A Shipment shall only be considered lost when formally declared lost by the relevant Courier, Delivery Service, insurer, or other responsible service provider.
Tracking inactivity alone shall not automatically constitute proof of loss.
9. Delayed Shipments
Delays do not automatically give rise to compensation.
Compensation for delays shall only be available where:
expressly required by applicable law;
expressly provided by the relevant carrier;
expressly approved by Topparcel Ltd and/or the applicable Authorised Local Operator.
10. Claim Submission Deadlines
Claims must be submitted within the time limits specified by:
these Terms and Conditions;
applicable carrier policies;
applicable insurance policies;
applicable law.
Late claims may be rejected.
11. Claim Investigation
Topparcel Ltd and/or the applicable Authorised Local Operator may investigate any claim and may request additional information, evidence, declarations, photographs, invoices, customs documents, or any other documentation reasonably required.
The Customer shall cooperate fully with any investigation.
12. Fraudulent Claims
Any fraudulent, misleading, exaggerated, false, incomplete, or bad-faith claim may result in:
rejection of the claim;
closure of the Customer Account;
suspension of Services;
recovery of amounts previously paid;
legal proceedings;
reporting to competent authorities.
13. Set-Off Rights
Any compensation approved under this Annex may be applied by way of set-off against:
negative Customer Balances;
outstanding invoices;
supplementary invoices;
carrier surcharges;
customs duties;
taxes;
storage charges;
or any other amount due and payable by the Customer.
14. Third-Party Claims
Only the Customer who owns the relevant Customer Account may submit a claim.
Recipients, consignors, third parties, insurers, agents, or other persons shall have no direct claim against Topparcel Ltd or any Authorised Local Operator unless required by mandatory applicable law.
15. Subrogation
Where compensation is paid, Topparcel Ltd, the applicable Authorised Local Operator, the insurer, or the paying party shall be entitled to exercise any recovery, reimbursement, indemnity, subrogation, or recourse rights available against any third party responsible for the loss.
16. Salvage Rights
Where compensation is paid in respect of lost, damaged, seized, abandoned, or destroyed goods, ownership of such goods may transfer to the party that paid the compensation to the extent permitted by applicable law.
17. Final Provision
This Annex shall apply in conjunction with the Terms and Conditions, Annex A, Annex C, Annex D, applicable carrier policies, insurance terms, and mandatory applicable law.
If this Annex conflicts with the main body of the Terms and Conditions, the main body prevails. Mandatory applicable law prevails over both. No ambiguity shall automatically be resolved in favour of the stricter limitation of liability.
ANNEX C
CUSTOMER BALANCE, BILLING ADJUSTMENTS AND DEBT RECOVERY POLICY
This Annex forms an integral part of the Topparcel Services Agreement and applies to all Services provided through the Topparcel.com platform and the Topparcel Network.
1. Scope
This Annex governs:
Customer Balances;
billing adjustments;
supplementary invoices;
carrier surcharges;
customs charges;
storage charges;
negative balances;
debt recovery procedures;
payment obligations;
collection rights;
and all financial obligations arising in connection with Services.
2. Customer Responsibility
The Customer remains fully responsible for all charges arising from the use of Services, whether such charges become known before, during, or after collection, transportation, customs clearance, delivery, return, storage, or completion of the Service.
The Customer acknowledges that some costs may only be communicated by Couriers, Delivery Services, customs authorities, warehouse operators, governmental authorities, or other service providers after the Shipment has already been processed.
3. Billing Adjustments
Billing adjustments may be applied where:
actual weight differs from declared weight;
actual dimensions differ from declared dimensions;
volumetric weight exceeds declared weight;
additional handling is required;
address corrections are required;
re-packaging is required;
storage charges arise;
customs charges arise;
duties or taxes become payable;
carrier surcharges are imposed;
return services are performed;
operational costs increase;
incorrect information was supplied by the Customer;
any other additional cost is incurred.
4. Volumetric Weight Recalculation
The Customer expressly agrees that Couriers, Delivery Services, warehouse operators, or logistics providers may re-measure Shipments.
Where volumetric weight exceeds declared weight, charges may be recalculated based on:
carrier rules;
courier tariffs;
applicable transport formulas;
operational requirements.
The Customer accepts the final measurements reported by the relevant service provider unless sufficient evidence of an error is provided.
5. Carrier Surcharges
The Customer accepts that additional surcharges may be imposed by Couriers, Delivery Services, warehouse operators, customs authorities, or governmental bodies, including but not limited to:
fuel surcharges;
remote area surcharges;
extended area surcharges;
residential delivery surcharges;
peak season surcharges;
additional handling surcharges;
oversized package surcharges;
customs processing fees;
security surcharges;
address correction charges;
return charges;
storage charges;
and any other surcharge imposed by the relevant service provider.
Such charges shall remain payable even if communicated after completion of the Shipment.
6. Supplementary Invoices
Topparcel Ltd and/or the applicable Authorised Local Operator may issue supplementary invoices whenever additional amounts become due.
The Customer acknowledges that supplementary invoices may be issued weeks, months, or, where permitted by applicable law, years after the original Shipment.
The Customer waives any objection based solely on the timing of the invoice.
6.1 Carrier Re-Billing
The Customer acknowledges that Couriers, Delivery Services, customs authorities, warehouse operators, and other service providers may issue revised charges, re-billings, audits, weight corrections, dimension corrections, customs reassessments, or other financial adjustments after completion of a Shipment.
Such amounts shall remain fully payable by the Customer.
7. Customer Balance
Amounts due may be automatically deducted from the Customer Balance.
Topparcel Ltd and/or the applicable Authorised Local Operator may:
debit the Customer Balance;
freeze available funds;
reserve funds;
retain credits;
apply set-off;
block withdrawals;
apply approved refunds against outstanding debts.
8. Negative Customer Balance
Where the Customer Balance becomes negative, the negative balance shall constitute an immediately due and payable debt.
The existence of a negative balance shall entitle Topparcel Ltd and/or the applicable Authorised Local Operator to:
suspend Services;
reject Orders;
block Shipments;
restrict account access;
issue invoices;
initiate debt recovery.
9. Set-Off Rights
Topparcel Ltd and/or the applicable Authorised Local Operator may set off any amount owed by the Customer against:
Customer Balances;
refunds;
compensation payments;
credits;
deposits;
reserve funds;
insurance payments;
or any other amount payable to the Customer.
10. Collection Rights
The Customer acknowledges and agrees that any debt may be collected by:
Topparcel Ltd;
the applicable Authorised Local Operator;
affiliates;
debt collection agencies;
legal representatives;
assignees;
successors;
financing institutions;
or any authorised third party.
10.1 Debt Recovery and Third-Party Collection
Topparcel Ltd and/or the applicable Authorised Local Operator may, at any time and without further notice to the Customer, undertake any action reasonably necessary to recover outstanding amounts owed by the Customer.
Without limitation, Topparcel Ltd and/or the applicable Authorised Local Operator may:
• issue payment reminders and formal demands for payment;
• suspend Services, Shipments, Customer Accounts, Customer Balances, collections, deliveries, or other activities within the Topparcel Network;
• apply set-off rights;
• retain Shipments, goods, documents, or other property in accordance with these Terms and Conditions;
• engage lawyers, solicitors, attorneys, accountants, auditors, consultants, investigators, tracing agents, enforcement officers, or other professional advisers;
• appoint debt collection agencies;
• appoint credit management providers;
• engage factoring companies;
• sell, transfer, assign, securitise, or otherwise dispose of receivables;
• transfer claims to credit purchasers;
• assign debts to assignees or recovery agents;
• commence judicial, arbitration, insolvency, enforcement, precautionary, administrative, or other legal proceedings;
• report outstanding debts where permitted by applicable law;
• take any other lawful action for the recovery, protection, enforcement, collection, assignment, transfer, sale, or satisfaction of the debt.
11. Debt Collection Costs
The Customer shall reimburse Topparcel Ltd and/or the applicable Authorised Local Operator for all reasonable costs, expenses, fees, charges, disbursements, and losses incurred in connection with debt recovery activities, including but not limited to:
• legal fees;
• court fees;
• enforcement costs;
• collection agency fees;
• tracing and investigation costs;
• accounting and consultancy fees;
• administrative costs;
• translation costs;
• banking charges;
• and any other costs reasonably incurred in recovering outstanding amounts.
The rights set out in this Clause are cumulative and may be exercised simultaneously or consecutively without prejudice to any other rights or remedies available under these Terms and Conditions, any Annex, or applicable law.
12. Acknowledgement of Debt
Topparcel Ltd and/or the applicable Authorised Local Operator may require the Customer to:
acknowledge a debt;
execute a settlement agreement;
execute a payment plan;
formalise a debt recognition agreement;
provide security for payment.
Failure to cooperate may result in further recovery action.
13. Assignment of Debt
Any debt, receivable, claim, invoice, balance, or payment obligation may be assigned, transferred, sold, novated, securitised, factored, or otherwise disposed of by Topparcel Ltd and/or the applicable Authorised Local Operator without obtaining the Customer's consent.
14. No Waiver
Failure by Topparcel Ltd or an Authorised Local Operator to immediately enforce any payment obligation shall not constitute a waiver of any right.
15. Survival
This Annex shall survive:
account closure;
termination of Services;
termination of the Agreement;
deletion of the Customer Account;
completion of the Shipment.
All outstanding debts shall remain fully enforceable until paid in full.
16. Accounting Records and Evidential Value
The Customer acknowledges and agrees that invoices, account statements, Customer Balance records, billing adjustments, supplementary invoices, transaction logs, platform records, accounting records, electronic records and system-generated reports maintained by Topparcel Ltd and/or the applicable Authorised Local Operator shall constitute prima facie evidence of the financial relationship between the Parties unless the Customer provides sufficient evidence that the relevant record is inaccurate.
ANNEX D
CUSTOMER BALANCE, PREPAYMENTS AND REFUND POLICY
This Annex forms an integral part of the Topparcel Services Agreement and applies to all Services provided through the Topparcel.com platform and the Topparcel Network.
1. Scope
This Annex governs:
Customer Balances;
account funding;
prepayments;
deposits;
reserve funds;
refunds;
credits;
payment reversals;
chargebacks;
fraud prevention measures;
and all related financial transactions.
2. Customer Balance
The Customer Balance is an internal accounting mechanism used for the administration of Services provided through the Topparcel Network.
The Customer Balance:
is not a bank account;
is not a payment account;
is not electronic money;
is not a deposit account;
is not a regulated financial product;
does not accrue interest;
is maintained solely for operational and accounting purposes.
No ownership, trust, fiduciary, banking, investment, or custodial relationship is created by maintaining a Customer Balance.
3. Account Funding
The Customer may fund the Customer Balance using payment methods supported by the Topparcel.com platform.
Topparcel Ltd and/or the applicable Authorised Local Operator may establish:
minimum funding requirements;
maximum funding limits;
reserve requirements;
risk-based funding requirements;
country-specific restrictions;
transaction limits;
verification requirements.
Funds may only be used for Services and obligations arising through the Topparcel Network.
4. Deposits and Reserve Funds
Topparcel Ltd and/or the applicable Authorised Local Operator may require security deposits, reserve funds, advance payments, or other financial guarantees where reasonably necessary.
Such requirements may be imposed due to:
high shipping volumes;
increased financial risk;
previous payment issues;
chargeback history;
customs risks;
fraud prevention measures;
operational requirements;
or any other legitimate business reason.
Reserve funds may be retained for as long as reasonably necessary to protect against actual or potential liabilities.
5. Payment Verification
Topparcel Ltd and/or the applicable Authorised Local Operator may verify:
payment methods;
identity information;
billing information;
ownership of payment instruments;
source of funds;
transaction legitimacy;
compliance with AML, KYC, sanctions, anti-fraud, or regulatory requirements.
Additional information and documentation may be requested before funds are accepted, credited, released, refunded, or used.
5.1 Anti-Money Laundering and Sanctions Compliance
Topparcel Ltd and/or the applicable Authorised Local Operator may refuse, suspend, delay, reverse, retain, freeze, investigate, or report any transaction where required for compliance with anti-money laundering laws, sanctions regulations, counter-terrorism financing requirements, fraud prevention obligations, or governmental requests.
6. Suspicious Transactions
Topparcel Ltd and/or the applicable Authorised Local Operator may suspend, delay, reject, reverse, retain, freeze, or investigate any transaction where there is a reasonable suspicion of:
fraud;
identity theft;
money laundering;
sanctions violations;
unauthorised payments;
payment abuse;
account misuse;
criminal activity;
regulatory violations;
or any other unlawful or suspicious activity.
The implementation of such measures shall not give rise to compensation except where required by mandatory applicable law.
7. Chargebacks and Payment Reversals
The Customer shall remain fully responsible for any:
chargeback;
payment reversal;
disputed transaction;
rejected payment;
failed payment;
payment processor recovery;
financial institution adjustment.
Topparcel Ltd and/or the applicable Authorised Local Operator may immediately recover such amounts through:
Customer Balance deductions;
reserve funds;
supplementary invoices;
debt recovery procedures;
legal proceedings;
any other lawful recovery mechanism.
8. Refund Eligibility
Refunds shall only be granted where:
required by applicable law;
expressly provided under the Terms and Conditions;
approved by Topparcel Ltd and/or the applicable Authorised Local Operator;
supported by applicable carrier rules;
or required under an approved compensation claim.
The Customer shall have no automatic right to a refund unless such right arises under applicable law or the Agreement.
9. Refund Processing
Approved refunds may be:
credited to the Customer Balance;
returned using the original payment method;
processed through another lawful payment method;
applied by way of set-off against outstanding obligations.
Before processing a refund, Topparcel Ltd and/or the applicable Authorised Local Operator may perform identity, compliance, fraud-prevention, security, and payment verification checks.
10. Deductions from Refunds
To the fullest extent permitted by applicable law, the following amounts may be deducted from refunds:
transaction fees;
payment processing fees;
bank charges;
currency conversion costs;
carrier charges already incurred;
customs charges;
administrative charges;
storage charges;
third-party costs;
non-recoverable operational expenses;
and any other unrecoverable amount.
11. Outstanding Obligations
Where the Customer has:
a negative Customer Balance;
outstanding invoices;
supplementary invoices;
customs debts;
carrier surcharges;
storage charges;
recovery costs;
or any other amount due and payable;
Topparcel Ltd and/or the applicable Authorised Local Operator may apply all or part of any refund, credit, compensation payment, deposit, reserve fund, or balance amount against such obligations before releasing any remaining funds.
12. Promotional Credits and Bonuses
Promotional credits, referral bonuses, discounts, marketing incentives, and similar benefits:
have no cash value unless expressly stated otherwise;
may be withdrawn at any time where misuse is identified;
may be cancelled in cases of fraud or abuse;
may be subject to additional conditions.
Topparcel Ltd and/or the applicable Authorised Local Operator reserve the right to reverse any improperly obtained promotional benefit.
13. Currency Conversion
Payments, balances, credits, charges, refunds, and adjustments may be processed in different currencies.
Currency conversions may be performed using:
banking rates;
payment processor rates;
internal accounting rates;
market exchange rates;
or other reasonable conversion methods.
Exchange rate differences and currency conversion costs shall be borne by the Customer unless otherwise required by applicable law.
14. No Interest
The Customer shall not be entitled to receive interest, investment returns, profits, earnings, or other compensation in respect of any Customer Balance, reserve fund, deposit, credit, refund, or prepaid amount.
15. Survival
This Annex shall survive:
account closure;
termination of Services;
termination of the Agreement;
deletion of the Customer Account;
completion of any Shipment;
to the extent necessary to enforce outstanding financial obligations, recover amounts due, investigate transactions, process refunds, comply with legal obligations, or protect the legitimate interests of Topparcel Ltd and Authorised Local Operators.