Version 1.0 • Effective: 1 September 2026
This Policy governs the liability, compensation, and claims procedures for all Shipments booked via the TamTrak Platform. It applies to all Senders, Co-Carriers, Hubs, and Drop-off Points and should be read alongside the applicable role-specific Terms.
1. Platform Intermediary Status
TamTrak does not physically handle Shipments. All transport, sorting, and delivery are carried out by independent Partners. TamTrak is responsible only for booking processing, payment handling, tracking updates, and customs documentation support. TamTrak’s liability is therefore limited to verifiable errors in the Platform itself.
2. Shipment Liability
2.1 Standard Liability
| 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 |
2.2 Drop-off Point Partner Liability
Where loss or damage occurs while a Shipment is in the active custody of a Drop-off Point Partner, the Partner’s liability is capped at €10 per parcel (rather than the standard €50 cap). This reduced cap reflects the limited storage and handling obligations of Drop-off Point Operators. The applicable liability tier is determined by QR Event timestamps.
2.3 Extended Coverage
Senders may purchase additional declared value coverage at Booking for Shipments exceeding €50. Coverage must be purchased before Shipment acceptance; it cannot be added retroactively.
2.4 Exclusions
TamTrak and its Partners are not liable for:
- damage due to inadequate packaging (as assessed against the Packaging Guidelines published on the Platform)
- loss or damage of Prohibited Items
- delay, seizure, or loss caused by customs authorities
- consequential, indirect, or economic losses
- force majeure events
- normal wear, inherent fragility, or perishables where packaging met the Packaging Guidelines
- loss or damage resulting from inaccurate shipment information provided by the Sender
3. Claims Procedure
3.1 Reporting Deadlines
Claims must be reported within 7 days of the scheduled delivery date (for loss) or the actual delivery date (for damage). Claims submitted outside this window will not be accepted unless exceptional circumstances prevented earlier submission, at TamTrak’s discretion.
3.2 How to Submit a Claim
Claims must be submitted via the TamTrak claims portal or to claims@tamtrak.com. The following information is required:
- booking reference
- photographs of damaged items or packaging (for damage claims)
- proof of contents value (invoice, receipt, or equivalent)
- a detailed description of the loss or damage
3.3 Retention of Shipment
The Sender must retain the Shipment and original packaging until TamTrak provides a resolution or confirms that the Shipment may be disposed of. TamTrak may request inspection by an independent assessor or insurance adjuster.
3.4 Resolution Timeline
| Stage | Timeline |
| Acknowledgement of claim | Within 3 business days of submission |
| Final decision | Within 21 business days of submission |
| Payment of accepted claim | Within 10 business days of approval |
| Missed decision deadline | Sender may escalate to disputes@tamtrak.com; TamTrak will respond within 5 business days |
4. Failed Deliveries
After 2 failed delivery attempts, Shipments may be redirected to a collection point or returned to origin. Additional shipping or return fees are the responsibility of the Sender unless the failure was caused by a TamTrak Platform error.
5. Cash on Pickup (COP) and High-Value Items
5.1 High-Value Shipments
Shipments containing cash, negotiable instruments, jewellery, or high-value items require prior written approval from TamTrak before booking. To request approval, contact legal@tamtrak.com with a description of the items, declared value, and proposed route. Approval is at TamTrak’s sole discretion and may be subject to conditions.
5.2 COP Funds
COP funds collected by Co-Carriers are retained by the Co-Carrier and deducted from their earnings calculation. TamTrak is not liable for the loss of cash or negotiable instruments in any circumstances.
6. Prohibited Items
Shipments containing Prohibited Items (including firearms, drugs, explosives, human remains, and counterfeit goods) are excluded from all compensation. TamTrak may terminate carriage immediately upon discovery and notify relevant authorities.
7. Packaging Guidelines
The Packaging Guidelines are published on the Platform and form part of the liability framework. Senders are responsible for ensuring that their Shipments comply with the Packaging Guidelines. Damage arising from non-compliant packaging is excluded from compensation. Where packaging compliance is disputed, TamTrak may commission an independent assessment.
8. Dispute Resolution
Claims or disputes that cannot be resolved via the standard process may be escalated to disputes@tamtrak.com. EU consumers may also use the EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr
9. Force Majeure
TamTrak and independent Partners are not liable for losses caused by events outside reasonable control, including: natural disasters; war, terrorism, or civil unrest; strikes; government actions or border closures; pandemics or public health emergencies; or prolonged infrastructure or service interruptions.
10. Contact
| Purpose | Contact |
| Claims submission | claims@tamtrak.com |
| Disputes escalation | disputes@tamtrak.com |
| High-value item approval | legal@tamtrak.com |
| Legal enquiries | legal@tamtrak.com |