Version 1.0 • Effective: 1 September 2026
These Terms govern all shipments booked through the TamTrak Platform. By placing a Booking, the Sender agrees to these Terms. These Terms form part of the contractual relationship between the Sender and TamTrak SAS. If a separate written agreement exists, it prevails in case of conflict.
Article 1 — Definitions
TamTrak / we / us : TamTrak , operator of the Platform
Platform : Technology marketplace connecting Senders with independent logistics operators(Co-carrier)
Sender / you : Person or entity placing a Booking
Recipient : End receiver of the Shipment
Shipment : Parcel(s) covered under one Booking
Booking: A confirmed shipment order issued with a booking reference
Co-Carrier : Independent transport provider operating on the Platform
Planned Route : A scheduled transport route created and published by a Co-Carrier on the Platform
Adhoc Allocation : Assignment of a Shipment to a Co-Carrier outside a Planned Route, subject to Co-Carrier acceptance
Hub: Independent logistics facility responsible for receiving, sorting, and dispatching Shipments
Drop-off Point :Independent location where Shipments may be deposited or collected
Operator: Any independent operator on the Platform (Co-Carrier, Hub, or Drop-off Point)
QR Event : A digital scan confirming custody transfer between parties
Transit Time :Estimated (not guaranteed) delivery timeframe
Declared Value : Shipment value declared by the Sender at time of Booking
Prohibited Items : Goods not permitted on the Platform as defined in Article 7
Packaging Guidelines : TamTrak’s published standards for shipment packaging, available on the Platform
Article 2 — The TamTrak Platform
2.1 Platform Model
TamTrak operates a technology marketplace. TamTrak does not operate vehicles, employ drivers, control Co-Carriers, or perform physical logistics services. All transport and handling services are performed by independent Operators. TamTrak’s role is limited to operating the Platform, facilitating Bookings, processing payments, and providing tracking and support tools. TamTrak is not a Co-carrier or freight forwarder.
2.2 Allocation of Shipments
Shipments may be fulfilled through two mechanisms:
(a) Planned Routes — where a Shipment is booked onto a published Planned Route, the Booking is automatically confirmed and binding on the assigned Co-Carrier, subject to valid refusal rights under Article 5.2.
(b) Adhoc Allocation — where no Planned Route is available, the Platform may propose the Shipment to one or more Co-Carriers. Acceptance is at each Co-Carrier’s sole discretion and no Co-Carrier is obligated to accept. Adhoc allocation is not guaranteed.
2.3 Booking Confirmation
A Booking is confirmed when a booking reference is issued. For Planned Routes, confirmation implies Co-Carrier commitment. For Adhoc Allocation, confirmation indicates the request has been submitted; fulfilment remains subject to Co-Carrier acceptance. TamTrak may cancel a Booking with a full refund if no Co-Carrier accepts an Adhoc request within a reasonable time, the Shipment contains Prohibited Items, or the service cannot otherwise be fulfilled.
2.4 Transit Times
Transit times are estimates only and are not guaranteed. A typical estimate for EU ↔ North Africa routes is 3–5 business days. Delays may occur due to customs processing, Co-Carrier operations, weather, or other external conditions. No compensation is payable for delays under standard service (see the Shipment Liability & Compensation Policy).
Article 3 — Booking and Pricing
3.1 Booking Process
To create a Booking, the Sender must enter accurate shipment details, declare the shipment value, select the applicable service, and complete payment. A Booking is only valid upon payment confirmation and, for Adhoc cases, successful Co-Carrier allocation.
3.2 Pricing
Prices are displayed in euros (€) and include applicable taxes. Adjustments may apply for incorrect dimensions or weight, special handling requirements, or remote area surcharges. Any applicable adjustments will be communicated before the Booking is finalised where possible, and billed post-delivery where they arise from Co-Carrier verification.
3.3 Payment
Accepted payment methods include card payments, PayPal, and other options displayed at checkout. Payments are processed through secure third-party payment processors. TamTrak does not store card details.
3.4 Cancellation and Refunds
| Timing of Cancellation | Refund |
| More than 48 hours before scheduled handover | Full refund |
| Less than 24 hours before scheduled handover | 50% refund |
| After QR custody transfer scan | No refund |
| Cancellation initiated by TamTrak | Full refund |
Article 4 — Sender Obligations
The Sender is responsible for:
- ensuring shipments are appropriately and securely packaged in accordance with the Packaging Guidelines
- affixing correct and legible labels to all parcels
- providing accurate shipment information including dimensions, weight, and contents
- declaring a correct and honest shipment value
- ensuring the shipment complies with all applicable laws and regulations
- completing all required customs declarations for international shipments
TamTrak accepts no liability for loss, damage, or delay resulting from the Sender’s failure to comply with these obligations. Incorrect information may result in Carrier refusal, delays, or additional charges borne by the Sender.
Article 5 — Collection and Delivery
5.1 Custody Transfer
A Shipment is considered accepted by a Co-Carrier or other Operator when a QR Event is recorded. Before this moment, a Co-Carrier may refuse the Shipment on valid grounds as set out below.
5.2 Valid Refusal by Co-Carrier
A Co-Carrier may refuse a Shipment before the QR Event if: the Shipment contains Prohibited Items or illegal goods; the contents do not match the declared specifications; or the Shipment presents a safety or legal risk. Such refusal does not constitute a service failure, and the Sender will receive a full refund.
5.3 Delivery
Delivery may be made by home delivery, Hub pickup, or Drop-off Point collection, as selected at Booking.
5.4 Proof of Delivery
Proof of delivery may include a recipient signature, photograph, or digital confirmation as recorded by the Co-Carrier.
5.5 Failed Delivery
After two failed delivery attempts, the Shipment may be redirected to a collection point or returned to the origin address. Additional fees may apply for redirection or return, and these are the responsibility of the Sender unless the failure is due to a TamTrak Platform error.
Article 6 — Tracking
Real-time tracking is available via the Platform. Updates may include pickup confirmation, in-transit status, and delivery confirmation. Tracking data is retained for 12 months from the date of delivery.
Article 7 — Prohibited Items
Senders must not ship items that are prohibited by law or by TamTrak’s Prohibited Items policy, as published on the Platform. If a prohibited item is discovered:
- the Shipment may be refused, detained, or destroyed
- relevant authorities may be notified
- all resulting costs, fines, and liabilities are borne by the Sender
Shipments containing Prohibited Items are excluded from compensation under the Shipment Liability & Compensation Policy.
Article 8 — Liability and Insurance
8.1 Platform Liability
TamTrak is liable only for verifiable failures of the Platform itself. TamTrak is not liable for the actions of independent Operators, physical handling or transport issues, or any loss or damage occurring after the QR custody transfer scan.
8.2 Compensation Limits
Compensation for loss or damage is governed by the Shipment Liability & Compensation Policy. The following limits apply to standard shipments:
| Scenario | Maximum Compensation |
| Total loss of Shipment | Lesser of Declared Value or €3/kg, up to €50 |
| Partial loss of contents | Pro-rata based on missing weight, up to €50 |
| Damage to Shipment | Repair or replacement cost, up to €50 |
| Delay (standard service) | No compensation |
| Delay (guaranteed delivery service) | Refund of shipping fee |
8.3 Insurance
Optional extended coverage may be purchased when available at the time of Booking for Shipments with a Declared Value above €50. Coverage must be selected before Shipment acceptance and cannot be added retroactively.
8.4 Claims
Claims for loss or damage must be submitted within 7 days of the scheduled delivery date (for loss) or delivery date (for damage). Claims must be submitted via the Platform claims portal or to claims@tamtrak.com and must include proof of contents value, photographs, and the booking reference. The full claims process is set out in the Shipment Liability & Compensation Policy.
Article 9 — Customs
International shipments may be subject to inspection, customs duties, and taxes. Duties and taxes are generally payable by the Recipient unless otherwise agreed. TamTrak has no control over customs decisions, processing times, or the seizure or delay of shipments by customs authorities. Losses arising from customs seizure or delay are excluded from compensation.
Article 10 — Data Protection
Personal data is processed in accordance with TamTrak’s Privacy Policy, which forms part of this Terms package. Data is shared with Operators only to the extent necessary to fulfil the delivery. Data is retained in accordance with applicable law and TamTrak’s retention schedule.
Article 11 — Account Use and Suspension
TamTrak may suspend or terminate a Sender’s account in the event of fraud, submission of Prohibited Items, repeated policy violations, abuse of the Platform, or any conduct that compromises the safety or integrity of the service. Written notice will be provided where reasonably practicable.
Article 12 — Force Majeure
Neither TamTrak nor its Operators are liable for failure or delay in performance caused by events beyond reasonable control, including natural disasters, war, terrorism, civil unrest, strikes, government actions, border closures, pandemics, or prolonged infrastructure failures.
Article 13 — Dispute Resolution
In the event of a dispute, the Sender should first contact support@tamtrak.com. Unresolved matters may be escalated to disputes@tamtrak.com. If the dispute cannot be resolved amicably, it may be referred to mediation or legal proceedings. EU consumers may use the EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr
Article 14 — Amendments
TamTrak may amend these Terms. Material changes will be communicated with at least 30 days’ notice. A ‘material change’ includes any change to pricing structures, liability limits, core obligations of the Sender, or cancellation/refund rights. Continued use of the Platform after the effective date constitutes acceptance.
Article 15 — Contact
| Purpose | Contact |
| General support | support@tamtrak.com |
| Claims | claims@tamtrak.com |
| Disputes | disputes@tamtrak.com |
| Privacy | privacy@tamtrak.com |
| Legal | legal@tamtrak.com |