General Terms & Conditions

Exceptions

Below you will find the general terms and conditions regarding MYPUP B.V. in addition to these conditions, the conditions of the BIFA (British International Freight Association) also apply for citizens of the UK. These conditions can be found on https://www.bifa.org/conditions/bifa-stc-2017

1. Definitions

Additional services: services that can be purchased in the event of a package that exceeds the maximum size and/or the maximum permitted weight.

Customer: the party, a natural person, who enters into an agreement with MyPup B.V.

Sender: the party, company or natural person who sends the package to the recipient.

User profile: an overview of the basic data of the customer, which data was entered by the customer on www.my-pup.com (or other domains used by MyPup or the MyPup App) upon registration and which can be used by MyPup for the purpose of communication about the service.

MyPup: MyPup B.V., the private limited liability company, with its registered office at Kuiperbergweg 32, 1101 AG Amsterdam, registered in the Trade Register of the Chamber of Commerce under number 60240199. MyPup B.V. is a company that processes the incoming and outgoing mail and/or parcels for the customer.

Reception and distribution center MyPup B.V.: location where MyPup B.V. has concentrated the logistics of the packages. This can be done by MyPup B.V. itself or an appointed third party acting under the responsibility and in the name of MyPup B.V.

Parties: MyPup B.V. on the one hand, the customer on the other

Pick Up Point (PUP): An unmanned, secure locker wall at an office, apartment complex or other location of the customer's choice, intended for sending, returning and/or receiving parcels.

Unmanned mailroom: An unattended space, whether or not equipped with camera surveillance (not managed by MyPup), at an office, apartment complex or other location of the customer's choice, exclusively intended for receiving parcels. The room is secured by an electronic access system from MyPup.

Unique code: A personal four-digit code that the customer receives via the app, SMS and/or e-mail and with which access can be gained to the PUP safe and/or unmanned mailroom.

Force majeure: a situation in which the execution of the agreement is wholly or partially, temporarily or otherwise, prevented by circumstances beyond the control of the parties and/or by circumstances on the part of MyPup B.V. such as strikes, personnel problems, transport problems, weather conditions including non-performance by suppliers from whom MyPup B.V. obtains all or partially.

Prohibited goods: goods (i) that are prohibited to transport on the basis of international or national laws or regulations (including rules of international organizations), (ii) goods for which MyPup B.V. has not obtained the necessary license or authorization and/or (iii) goods that may be generally assumed to be dangerous or illegal in the country of origin, destination and/or any third country through which the goods are transported.

2. General

2.1 These general terms and conditions apply to all services provided by MyPup B.V. and to all agreements that MyPup B.V. concludes with the customer.

2.2 The applicability of any general terms and conditions used by the customer is expressly rejected.

2.3 Deviation from these general terms and conditions is only possible if the parties have expressly agreed to this in writing in advance.

2.4 MyPup B.V. is at all times entitled to (unilaterally) change or supplement the general terms and conditions.

3. Use of a PUP

Parcel Reception

3.1 By creating a user profile on my-pup.com (or other domains used by MyPup or the MyPup App), the Customer grants a power of attorney to MyPup B.V. to receive and distribute the packages in the name of the Customer, which are sent to the receiving and distribution centers, to the PUP specified by the Customer in his or her user profile.

The power of attorney for delivering a package in the specified PUP is activated when the package is received at the MyPup distribution center.

The power of attorney for delivering a package in the PUP provided by the customer ends when the customer has entered his unique code, which he has received by SMS message and/or e-mail, and has opened the door of the PUP safe, with or without the help of the MyPup app.

The power of attorney granted by the customer to MyPup B.V. for the delivery of a package also expires at the moment that the package is placed in the unmanned mailroom specified by the customer.

The customer receives a unique code with which the package can be picked up from the unmanned mailroom specified by the customer. The risk of loss, damage or loss of a parcel after delivery to an unmanned mailroom is borne by the customer.

In some cases, proof of delivery is supported with a photo of the parcel in the unmanned mailroom as additional proof of delivery. However, even if no photo is provided as additional proof of delivery, MyPup accepts no liability for loss, damage or loss of the package after delivery, unless the customer can prove that there is intent or gross negligence on the part of MyPup.

If a package does not fit in the PUP locker and is delivered to an alternative, pre-designated location outside the mailroom, MyPup is not responsible for the package from the moment of delivery to that location.

By delivering the package to the unmanned mailroom or to another agreed location, MyPup is indemnified against any further liability for loss, damage or loss of the package, with the exception of situations in which there is intent or gross negligence on the part of MyPup.

Sending/returning parcels

3.2 By creating a user profile and specifying a return shipment or shipment on my-pup.com (or other domains used by MyPup or the MyPup App), the customer grants a power of attorney to MyPup B.V. to collect and send the packages that the customer sends via the PUP via a postal company selected by MyPup B.V.

The power of attorney for returning a package in the specified PUP is activated when the customer enters the unique code that the customer has received by SMS message and/or e-mail, places the package to be sent in the reserved PUP safe and closes the door of the PUP safe, with or without the help of the MyPup app.

The power of attorney for returning a package ends when the package is handed over by MyPup B.V. to the postal company selected by MyPup B.V.

The power of attorney issued to MyPup B.V. only relates to the collection of the package from the PUP in question and the handing over of the package to the postal company selected by MyPup B.V. After handing over the package to the postal company selected by MyPup B.V., the power of attorney automatically expires and the associated liability towards MyPup B.V.

MyPup B.V. does not receive a receipt or shipping receipt for packages that are returned to a freepost number. The customer will therefore not receive proof of receipt or shipment of such returns.

3.3 In the event of a (return) shipment, the customer must place the specified return shipment in the PUP safe reserved for the customer within 24 hours after the reservation of the PUP. After 24 hours, the reservation expires and the customer, if he still wishes to use this service of MyPup B.V., will have to create a new return shipment.

3.4 The customer is responsible for the correct delivery of the packages that need to be returned or sent via the PUP specified by the customer in his or her user profile. The correct delivery of the parcels means, among other things, that the parcels to be returned are provided with a return label required for return or that the customer states the correct name and address details on the parcel to be sent.

3.5 MyPup B.V. will offer the received packages as soon as possible after receipt at the receiving and distribution center in the PUP specified by the customer. The aim is to deliver the packages received by MyPup B.V. before 13:00 and that are provided with the correct address and name in the PUP lockers on the same working day. If delivery is not possible within this period due to unforeseen circumstances, MyPup will inform B.V.de customer in writing within 1 working day, or 24 hours, after receipt.

3.6 If the customer has multiple packages distributed to the PUP via MyPup B.V. in one day, MyPup B.V. will try to deliver these packages to one PUP locker if possible.

3.7 The customer will be notified by e-mail and/or text message when the package to be delivered is in the PUP safe, as well as the unique code with which the PUP safe in question can be opened. The PUP vault can also be opened by means of the MyPup app.

3.8 The customer will be notified by e-mail or text message when the package can be returned via the PUP indicated by the customer. In this message, the customer is provided with the unique code, which can be used to open the PUP safe, which is reserved for the return shipment. The PUP vault can also be opened by means of the MyPup app.

Collecting or not collecting parcels

3.9 The customer must collect the package from the PUP locker within 2 working days (i.e. within 48 hours). The customer is notified daily via an e-mail and/or text message and/or via the MyPup app that the package has not yet been picked up from the PUP safe.

3.10 MyPup B.V. has the right to remove packages that have not been collected within the set period of 2 working days (i.e. within 48 hours) from the relevant PUP safe and to store them in the reception and distribution center of MyPup B.V. The customer will be informed of this by e-mail and the customer will be offered the following options:

Offering the package again in the PUP specified by the customer in his user profile at the applicable delivery price for packages.

Picking up the package at the reception and distribution center of MyPup B.V., where no extra costs are charged to the customer.

Shipping to the buyer's home address at an additional cost of the current shipping rate (depending on location and weight), which is at the expense of the customer.

3.11 If the customer does not respond to the options offered in article 3.10, MyPup B.V. is entitled to return the package to the sender after the expiry of a period of 14 days after the package has been stored in the reception and distribution center of MyPup B.V. The costs of this are borne by the customer.

If after the expiry of the period of 14 days free of charge (freepost number/return label) return to the sender is not possible or the sender does not accept the return, MyPup is entitled to donate the item to charity, or to destroy or otherwise dispose of the package, without being liable to pay compensation to the customer.

Additional services

3.12 MyPup B.V. always has the right to refuse packages that exceed the maximum dimensions of the lockers, which are (lxwxh) 600mmx400mmx700mm or heavier than 23 kilograms. When MyPup B.V. accepts a package that is too large for the PUP lockers, the following alternative delivery services for packages that do not fit in the PUP locker because they exceed the maximum dimensions for packages, will be offered:

If the package does not fit in the PUP locker, but is easy to transport, another delivery option will be agreed. For this purpose, the customer is contacted by e-mail and/or telephone.

If the package is too large (larger than the dimensions mentioned in 3.12) and/or too heavy (more than 23 kilograms), the customer will be called or emailed to make an appointment to pick up the package at the reception and distribution center of MyPup B.V.

If a package turns out to be too large for the PUP safes, MyPup B.V. is entitled to open the package and to transfer the contents of the package to a smaller package, whereby the liability provisions of Article 6 apply, with the exception of letter mail.

If the name of the recipient is not clearly displayed on the packaging of the package, MyPup B.V. is entitled to open the package in order to find the name of the recipient on the packing slip that came with the package.

If none of these options is chosen, MyPup B.V. will send the package, after permission from the customer, to an address to be specified by the customer. These additional costs are borne by the customer.

If none of the above options is chosen by the customer, MyPup B.V. is entitled to return the goods to the sender after 14 days, whereby the costs will be borne by the customer.

If after the expiry of the period of 14 days free of charge (freepost number/return label) return to the sender is not possible, or if the package is refused by the sender, MyPup is entitled to donate the item to a charity of MyPup's choice, or to destroy or otherwise dispose of the package, without being liable to pay compensation to the customer.

3.13 It is not possible to offer MyPup B.V. parcels for a (return) shipment, if the parcel exceeds the maximum size of (lxwxh) 600mm x 400mm x 700mm and/or weighs more than 23 kilograms.

Misuse of the PUP

3.14 The customer is not permitted to keep illegal, dangerous and/or perishable goods in the PUP safe where the minimum shelf life of the goods is at least 14 days after receipt by MyPup B.V. Furthermore, the customer is not allowed to allow livestock or persons to stay, or to use the PUP in any other way in such a way that this may create a risk for MyPup B.V., the user himself and/or third parties. The customer is liable for all damage and/or costs that has been and/or will arise as a result of the situation(s) and/or circumstances described above, and explicitly indemnifies MyPup B.V. against all possible claims (see also: art. 6.3 sub e of these general terms and conditions).

3.15 In case of suspicion of trafficking in narcotics, prohibited goods or other illegal activities in the Netherlands, the United Kingdom or a member state of the European Union, MyPup B.V. will actively approach the judiciary. If prohibited goods are found on the basis of the above, or there is a suspicion thereof, these must be submitted by the customer at the first request of MyPup B.V. within 24 hours, or within a period specified by MyPup B.V. Direct contact will also be sought with the competent authorities. If removal is not made within the set period of 24 hours, or the period specified by MyPup B.V., these goods will be handed over to the authorities, or returned to the sender. The customer is liable for all damage and/or costs that has arisen and/or will arise as a result of the situation(s) and/or circumstances described above and explicitly indemnifies MyPup B.V. against all possible claims (see also: art. 6.3 sub e of these general terms and conditions).

3.16 The customer is not permitted to use the PUP safe other than as a transhipment area without the written permission of MyPup B.V. For example, selling and/or providing services or developing any other commercial activity in the PUP safe(s) is not permitted.

Customs and other charges

3.17 If MyPup B.V. is required to pay customs duties, import taxes, or other related charges, the customer is obligated to fully reimburse these costs to MyPup B.V. within the payment term set by MyPup B.V. In the event of late payment, MyPup B.V. reserves the right to take collection measures and to withhold (future) packages until full payment has been made. Delivery of (future) packages will only take place once all outstanding amounts have been paid.

3.18 MyPup B.V. reserves the right to charge additional administrative and storage fees arising from the processing of customs duties, payment handling, and/or failure by the customer to pay within the specified term. These costs will be specified and communicated to the customer prior to payment.

4. Obligations MyPup BV

4.1 MyPup B.V. will make every effort to treat the packages from or for the customer with the utmost care from the moment of receipt up to and including delivery and/or shipment to the PUP safe, the (return) address or freepost number at all times.

4.2 MyPup B.V. will make every effort to deliver the packages received by or for the customer for transport to their destination in the condition in which he received them.

4.3 MyPup B.V. strives to deliver the packages received for the customer that have been received by MyPup B.V. on a working day before 13:00 on the same working day in the PUP indicated by the customer.

4.4 MyPup B.V. strives to pick up and send the packages offered by the customer for shipment or return within one working day via a postal company selected by MyPup B.V. MyPup B.V. is not liable for damage as a result of delayed delivery of packages offered for shipment or return.

4.5 The postal company selected by MyPup B.V. in point 4.4 does NOT include: Homerr, Mondial Relais, Budbee, Trunkers, Peddler.

5 Responsibilities of the customer

5.1 The Client must ensure that the data in the user profile that the Client creates on my-pup.com (or other domains used by MyPup or the MyPup App) are Client's own and that they are correct and up-to-date. MyPup B.V. is not liable for damage caused as a result of incomplete, defective or incorrect (address) data stated by the customer (see also: article 6.3 b of these general terms and conditions). The customer takes appropriate measures to keep her profile safe, for example by not sharing login details with others and storing them safely.

5.2 If the customer so wishes, the customer must take care of proper insurance of the (contents of the) packages that are delivered to the PUP safe.

6. Liability of MyPup B.V.

6.1 MyPup is not liable for damage caused during the performance of MyPup's services, unless otherwise provided in this article.

6.2 MyPup B.V. is only liable in the event of damage, loss and/or delay in delivery of the packages intended for the customer if the resulting damage is demonstrably the result of an attributable shortcoming on the part of MyPup B.V. and MyPup is in default.

6.3 MyPup B.V. is not liable for damage as a result of the following circumstances:

a. force majeur;

b. the customer has provided incomplete, bad or incorrect (address) data or the cause of the damage is attributable to the customer itself;

c. loss and/or theft of the unique code provided to the customer to open the PUP safe;

d. absence of or defective condition of the packaging of the package(s) caused by a person other than MyPup.

e. loss of packages not signed by a MyPup B.V. or MyPup B.V. contracted courier employee with a clear POD (proof of delivery).

f. misuse of the PUP and/or one or more PUP locker(s) by the Client or third parties, as described in Articles 3.14 to 3.16;

g. the nature of certain items themselves, which are exposed to total or partial loss or damage due to causes related to this nature itself, in particular by ignition, explosion, melting, breakage, corrosion, decay, dehydration, leakage, normal loss of quality or the occurrence of vermin or rodents;

h. loss of quality of (the contents of) the packages due to heat, cold, temperature differences, humidity of the air or other conditions;

i. the fact that the transport involves a living being.

6.4 Insofar as MyPup B.V. is liable for damage and/or loss of the package, this liability is limited to 25% of the damage suffered with a maximum of €100 per package/postal item.

6.5 MyPup is never liable for indirect or consequential damage (such as lost income, missed opportunities and lost profits, damage caused by delays, fines and immaterial damage).

6.6 This article is intended not to exclude damage that is not permitted by law.

6.7 In order to be eligible for compensation, complaints must be made to MyPup within 12 months. This period is calculated from the day following the day that a package to which the complaint relates is presented to MyPup. If there is damage or loss of a package, this must be reported as soon as possible after delivery.

7. Liability of the customer

7.1 The customer is liable for damage that, attributable to the customer, has been caused by his package to persons employed by MyPup B.V. and/or third parties engaged by it, to company assets of MyPup B.V. and/or third parties engaged by it or to other packages.

7.2 MyPup B.V. does not accept dangerous substances and/or prohibited goods and the customer guarantees not to send/offer them in the PUP safe. If the customer nevertheless offers dangerous substances and/or prohibited goods in the PUP safe, the customer indemnifies MyPup B.V. and indemnifies MYPUP B.V. for all claims from third parties and all damage suffered by MyPup B.V. and the third party(ies) engaged by it in connection with the hazardous substances and/or prohibited goods. MyPup is not liable for damage suffered by the customer.

7.3 The customer agrees that it is at the sole discretion of MyPup B.V. what it does with the dangerous substances and/or prohibited goods offered by the customer. MyPup is allowed to destroy these substances and goods, among other things.

8. Refusal, suspension or cessation of transport

8.1 MyPup B.V. may refuse, suspend or discontinue the transport of packages, upon request without giving reasons, if:

the customer does not meet the conditions set by MyPup B.V. for acceptance of packages (with regard to, for example: payment, place of offer, provision or mention of data, packaging, contents, weight and dimensions);
the transport of the package may pose a danger to persons or property; this applies in any case to the transport of goods to which national or international laws and regulations on the transport of dangerous goods apply;
the transport is prohibited by law or government regulation, or MyPup B.V. has indications that the transport may be in conflict with the law or a government regulation;
the customer is in default of the fulfilment of the payment obligations under another agreement with MyPup B.V.;
MyPup B.V. has another valid reason for refusal, suspension or strike, including - but not limited to - natural disasters, wars or armed conflicts, (work) strikes, etc.

8.2 In the event of refusal or cessation of the transport of a package, MyPup will enable B.V.de customer, as far as possible, to regain possession of the package, which will terminate the agreement between the parties. MyPup B.V. can claim payment of the fee due for transport, without prejudice to MyPup B.V.'s right to reimbursement of (additional) costs incurred.

9. Payment and termination of the MyPup service

9.1 Payment of the package costs is due before the start of receipt of the package to be sent by MyPup B.V.

9.2 If the customer has not fulfilled the payment obligation after 14 days after the conclusion of the agreement between the parties, MyPup B.V. reserves the right not to deliver the package to the PUP safe or the package will be returned to the specified return address or freepost number. MyPup B.V. will store the package in the reception and distribution center of MyPup B.V.

9.3 MyPup B.V. will give the customer a one-time reminder in which the customer is granted a reasonable period of time to make payment.

9.4 If payment is not made even after the payment term has expired, as indicated in the reminder, the claim may be handed over by MyPup B.V. to a third party for collection. All costs of extrajudicial collection will be borne by and recovered from the customer.

9.5 MyPup B.V. has the right to set off all claims it has or will have against the customer against any funds of the customer, or claims of the customer against MyPup B.V.

10. Inspection/maintenance

MyPup B.V. can at all times gain free access to a PUP safe in order to be able to clean, inspect, repair or have repair carried out by third parties. This also applies to those cases in which MyPup B.V. has a real interest in opening the safe, or having the PUP safe opened by others. MyPup B.V. has the right to temporarily move the content present in the PUP safe.

11. Changes to the PUP (safes) and unmanned mailroom.

The customer is not allowed to make any changes to the PUP and/or unmanned mailroom or PUP safe(s), for example by means of stickers etc. Any repair or removal costs will be borne by and recovered from the customer.

13. Governing Law and Disputes

13.1 All agreements between MyPup B.V. and the customer are exclusively governed by Dutch law.

13.2 All disputes arising from an agreement between MyPup B.V. and the customer will be settled exclusively by the competent court in Amsterdam, unless at least mandatory legal provisions to the contrary, or at the discretion of MyPup B.V. by the competent court in accordance with the applicable legal rules.

14. Miscellaneous

14.1 The nullity or voidability of any clause in these general terms and conditions does not affect the validity of the other clauses.

14.2 If any provision of these general terms and conditions is null and void or is annulled, the other provisions will remain in full force and effect and the null and/or voidable provision(s) of these general terms and conditions will be replaced by one or more new provision(s) that is legally permissible, whereby the purpose and purport of the null and void or voided provision(s) will be taken into account as much as possible.

14.3 Ambiguities about the content of the terms and conditions or situations that are not regulated in these general terms and conditions must be assessed in accordance with the spirit of these general terms and conditions.

August 2025