Structured process for reporting, investigating and settling eligible claims.
This Policy establishes a structured process for reporting, investigating and settling eligible claims involving loss, damage, shortage, non-delivery or certain service failures.
The Shipper, account holder or other person legally entitled to claim may submit a claim. Impresto Courier may require written authority where the claimant is not the contracting party.
Claims should be reported promptly and within any applicable contractual, tariff, statutory or international-convention deadline. Mandatory legal deadlines prevail where applicable.
A claim may require the AWB/tracking number, commercial invoice or purchase evidence, declared value, packing list, photographs, packaging evidence, proof of payment, delivery records and other documents reasonably required for investigation.
Where practical, visible damage should be recorded at delivery. Concealed damage should be reported promptly after discovery, with photographs of the outer packaging, inner packaging and contents. The Company may request inspection.
A missing shipment may be traced through scan history, hub records, routing information, delivery records, partner records and other available evidence before a claim decision is issued.
Delivery estimates are generally not guarantees. A delay claim is payable only where an applicable service commitment or mandatory legal rule provides a remedy. Consequential commercial losses are excluded to the extent permitted by law.
For international carriage, liability will be governed by the applicable mandatory convention or law where it applies, including applicable rules governing international air or road carriage. Where no mandatory limit applies, the contractual liability limit applicable to the service will govern.
A declared value is not automatically insurance. Higher-value protection or separate cargo insurance applies only when expressly accepted in writing, subject to eligibility, additional charges and the applicable terms.
For prohibited, restricted, undeclared or materially misdeclared goods, any contractual claim limit is subject to applicable law and may be restricted. Impresto Courier may apply a maximum contractual liability of USD 100 where legally permitted.
Claims may be rejected or limited for inadequate packaging, inherent defect, prohibited goods, inaccurate declarations, customs or government action, recipient-related events, force majeure, normal wear, or other circumstances for which liability is lawfully excluded or limited.
Impresto Courier may request inspections, invoices, packing information, photographs, statements, surveys, repair estimates, salvage information or other reasonable evidence.
Approved claims are settled according to the applicable liability regime, evidence and contractual limits. Payment of an approved claim may constitute final settlement of that claim to the extent permitted by law.
Claims should be submitted through official Impresto Courier customer service / account-management channels with the shipment number and supporting documents.