(1) CNPR is liable for damage caused in the event of total or partial loss or damage of the postal item, if these circumstances occurred between the time of deposit at the access point and the time of delivery to the recipient.

(2) For postal services involving domestic postal items, the sender is entitled to compensation, the amount of which is determined as follows:

a) in case of loss, theft, or total destruction, CNPR is liable:

(1). for the entire declared value, for a postal item that is subject to a declared value service;
(2). for the entire declared value, for a postal item that is subject to a cash-on-delivery service, up to the time of delivery to the recipient;
(3). for the entire COD value, for a postal item that is subject to a cash-on-delivery service, after delivery to the recipient, when the postal service provider failed to collect the COD from the recipient;
(4). with an amount representing 10 times the service fee, for postal items that are not subject to a declared value service; (Text amended according to GO 27 of 27.08.2019. Click here to view)

b) in case of partial loss, partial destruction, or damage, CNPR is liable:

(1). for the declared value of the missing, destroyed, or damaged part listed in the inventory note, for postal items submitted open, subject to a declared value service;
(2). for the proportional part corresponding to the missing weight from the declared value, for postal items submitted closed, subject to a declared value service;
(3). with an amount representing 10 times the service fee, in case of partial loss, partial destruction, or damage to postal items that are not subject to a declared value service; (Text amended according to GO 27 of 27.08.2019. Click here to view)

c) for delayed delivery of internal Express items, the fees paid at the time of submission are refunded to the sender, minus the value of a:

(1). non-priority internal letter with the additional "Registered" service, in the case of an Express document item;
(2). domestic parcel, in the case of an Express item containing goods with or without commercial value. (Text amended according to internal regulations. Click here to view)

(3) To the amounts provided in art.5, paragraph (2), letters a) and b), the legal penalty interest is added, which accrues from the moment of filing the prior complaint or, as the case may be, the filing of the legal claim, whichever occurs first.

(4) In the case provided for in art.5, paragraph (2), letter a), CNPR is also obliged to refund the fees paid at the time of deposit of the postal item at the access point.

(5) In the event of failure to provide additional features of postal services, as indicated by the sender through special instructions, only the additional fees collected beyond the standard postal service fee are refunded.

(6) For postal services involving international postal items, CNPR is liable as follows:

a) in case of loss, theft, or total destruction of postal items:

1. for a postal item subject to declared value service, the sender is entitled to compensation equal to the RON equivalent of the declared value in SDR;

2. for a document-containing postal item subject to registered mail, acknowledgment of receipt, and Express services, the user is entitled to compensation equal to the RON equivalent of 30 SDR as communicated annually by the UPU International Bureau. If the user requests compensation lower than the RON equivalent of 30 SDR, CNPR pays the requested value;

3. for a postal item containing goods with or without commercial value, subject to standard parcel, acknowledgment of receipt, and Express services, the user is entitled to compensation corresponding to the actual value of the damage, but not more than the RON equivalent of the sum of 40 SDR/item and 4.5 SDR/Kg.

b) in case of partial loss, partial destruction, or damage to postal items:

1. for a postal item subject to declared value service, the user is entitled to compensation corresponding to the actual value of the damage, but not more than the RON equivalent of the declared value in SDR.

2. for a document-containing postal item subject to registered mail, acknowledgment of receipt, and Express services, the user is entitled to compensation corresponding to the actual value of the damage, but not more than the RON equivalent of 30 SDR as communicated annually by the UPU International Bureau.

3. for a postal item containing goods with or without commercial value, subject to standard parcel, acknowledgment of receipt, and Express services, the user is entitled to compensation corresponding to the actual value of the damage, but not more than the RON equivalent of the sum of 40 SDR/item and 4.5 SDR/Kg.

c) for delayed Express delivery, the user is entitled to compensation consisting of:

1. for Express documents weighing up to 2 kg: the difference between the Express delivery fee and the fee for a priority registered mail for the same destination and weight category.

2. for Express documents over 2 kg and for goods with or without commercial value: the difference between the Express delivery fee and the fee for a priority parcel for the same destination and weight category.

This compensation is paid for delays identified both in the domestic and international networks.

(7) In case of loss, theft, or total destruction of international postal items subject to registered or declared value services, CNPR also refunds the fees paid at the time of submission, except the registered mail fee and the declared value insurance fee.

(8) The amount of compensation for international postal items subject to declared value, Express, and standard parcel with acknowledgment of receipt services is calculated based on the SDR/RON exchange rate published by the National Bank of Romania valid at the date of submission.

(9) The amount of compensation for international postal items subject to registered and acknowledgment of receipt services containing documents is calculated based on the annual average daily SDR/RON exchange rate published by the National Bank of Romania.

(10) For the paper-based postal money order service, CNPR is liable for the full amount deposited at the access point. The provisions of art. 5 paragraph (4) apply accordingly.

(11) Compensation rules:

Indirect damages (especially those related to the value of goods included in postal items) and unrealized benefits are not compensated.

Total loss of content is equivalent to loss of the postal item.

When the sender declares a value lower than the actual value, compensation is granted based on the declared value.

If the proof of delivery of the registered postal item confirmed in writing by the recipient is lost, CNPR is obliged to issue and provide the sender with a duplicate of the delivery proof.

Legal interest is calculated up to the day before the sender receives the registered letter from CNPR stating the award and amount of compensation.

Compensation is paid in cash at the nearest post office to the sender’s address mentioned in the complaint or by another method agreed with the client.

Compensation is granted for unregistered domestic postal items if the sender or a third party presents proof of submission at the access point.

(12) CNPR is not liable for total or partial loss or damage of postal items if these circumstances occurred due to the physical installations of recipients through which items are delivered (e.g., inadequate mailbox dimensions, lack of mechanical protection against theft, etc).

(13) CNPR assumes no responsibility for non-delivery or delayed delivery of postal items in all cases where fault lies with the recipient or sender (e.g., non-existent recipient mailbox, recipient’s failure to collect from the postal unit after notification, etc).

(14) For international items submitted, transited, or delivered within Romanian territory, CNPR is also liable under the provisions of the Acts of the Universal Postal Union and applicable international agreements.