tERMS and conditions

Here you’ll find details about the InPost Account service. Learn how to create an account, how to use it, and what you can expect from us.

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General Terms and Conditions of InPost Account Services

In force as of April 27, 2026 | Version 1.0.

These General Terms and Conditions of InPost Account Services supersede the Terms and Conditions of InPost Account dated 26 January 2026.

PART I - INTRODUCTION

Introduction – What are these General Terms and Conditions of InPost Account Services about?

These General Terms and Conditions of InPost Account Services together with its appendices (the “Terms”) constitute a unified, global, contractual framework governing the creation and use of the InPost Account, and associated services accessible through the mobile and/or web application, including digital services made available within the digital environments operated by individual entities of the InPost Group.

These Terms define the relationship between you and InPost. When we refer to ourselves in the first-person plural (“we”, “us”) or as” InPost”, we mean the relevant entity referred to in point 1 to Part I (A) of these Terms.

Our services are intended for users who have reached the minimum age required to enter into a legally binding agreement under the law applicable in their place of residence and/or in the relevant regional appendix, as specified in these Terms. However, in addition to this requirement, you must be at least 16 years old to manage your own InPost Account.

The InPost Account is a personal digital account enabling users to access, manage and use of InPost digital services. In this respect, the User Account operates as a gateway to the InPost digital ecosystem, comparable to widely used global digital accounts. We use the term “User Account” interchangeably with “InPost Account”, as described in the definitions section that you can find in the Part I (C) – Glossary of terms to this Terms. The application is a unified digital platform through which InPost digital services are provided to you. Individual services in the application may be performed by different entities of the InPost Group, depending on your assigned region and the specific service activated.

These Terms are adopted as one global, dynamic and modular contractual framework that reflects the way InPost conducts its business, the legal regulations that govern it, and the values that we apply in our operations. These Terms define the relationship between InPost and the user who uses our services, namely “you” Examples of matters described in these Terms include:

How we provide and process our services,
The rules of your use of our services,
Possible ways of our using content that you use within our services – regardless of whether it is content belonging to you or to other people,
Other rights and actions you can take when someone violates them.

Digital services within the application can relate to our services provided outside the application, such as parcel delivery or postal services. If you use those services, you must accept the terms and conditions of the relevant entity of the InPost Group providing them.

How are these Terms designed and how can I navigate them?

These Terms are designed to ensure transparency, accessibility and usability under consumer law standards that may affect you. Its core part, comprising of Part I and Part II (A), applies to all users. It is supplemented by regional appendices (Part II (B)) applicable to users regardless of their place of residence.

Together, they form one integrated contractual framework governing your relationship with the entities of the InPost Group within one ecosystem. It is structured in a modular and dynamic way which include:

clear visual separation between global rules and regional differences,
glossary references for defined terms.

Any expressions that we write in bold font have their meaning, which we have explained in Part I (C) Glossary of terms to the Terms.

How do I accept these Terms?

We are aware that reading terms and conditions is not a pleasant activity, but it is worth knowing our Terms to find out what you can expect from us when using the User Account and what we expect from our users.

By creating your individual User Account, you confirm that you:

meet the applicable age requirements, and
have the legal capacity to enter into a binding agreement.

To use the User Account service and our services, you must accept these Terms, therefore we really want you to understand its provisions. Activation and/or use of a specific service means that besides the core part of these Terms, the relevant regional appendix applies to you. If you do not agree with these Terms, please cease using our services.

By accepting these Terms, you enter into an agreement with the relevant entity of the InPost Group specified in the regional appendix.

Your access to specific services and functionalities depends on their availability in the assigned region. Where a given service or functionality is not available in your assigned region, such terms relevant for that specific service do not apply to you. Detailed information on the availability of services in individual regions is provided in the application and the general description in the list of services provided by InPost (Functionality Matrix) described in Part I (B) to these Terms.

We encourage you to download the Terms so you can refer to them later. The Terms and all its previous versions are always available in the repository accessible via the link placed at the beginning of these Terms.

Which language versions apply?

These Terms are available in several language versions. Where you access it in a local language version, such a version is provided for convenience and transparency. In case of any discrepancies between language versions, the interpretation rules described in the relevant regional appendix apply.

How is my personal data handled?

Your personal data is processed under applicable Privacy Policy, which is a separate document related to the use of the InPost Account we publish Privacy Policy available at: https://terms.inpost-group.com/inpost-account-privacy-policy. We encourage you to read them to better understand how to update, export and your personal data and how to manage it.

Table of Contents:

PART I – INTRODUCTION:

Introduction – What are these Terms about?
How are these Terms designed and how can I navigate them?
How do I accept these Terms?
Which language versions apply?
How is my personal data handled?
Table of contents

PART I (A) - INPOST ACCOUNT

Who is the service provider?
What is a User Account and what is it used for?
Who can use our services?
How to create a User Account?
How can you use a User Account?
How is my region assigned and why does it matter?
How we ensure the security of your User Account?
What services do we provide?
How can you use our services?
How do we process personal data?
What are we responsible for, and what are we not?
How do we change the terms?
Which rules apply in case of conflict?
What other information about the User Account is worth knowing?

PART I (B) - List of services provided by InPost (FUNCTIONALITY MATRIX)

PART I (C) - GLOSSARY OF TERMS

PART II – GLOBAL AND REGIONAL APPENDICES:

PART II (A) – GLOBAL SERVICE APPENDICES

Appendix A1 – InPost Application Terms and Conditions

What services are available in the application?
How can you use the application?
What are the technical requirements for using the application?
How do we process personal data?
What are our intellectual property rights to the application?
What are we not responsible for?
How to file a complaint about application or services provided within it?
What other information about application is worth knowing?

PART II (B) – REGIONAL APPENDICES

Appendix B1 – Services provided in Poland

Appendix B1.1 – Loyalty Program Terms and Conditions

Appendix B1.2 – InPost Pay Terms and Conditions

Appendix B1.3 – Consumer rights regarding digital content or services

Appendix B1.4 – Withdrawal template form

Appendix B2 – Services provided in Italy

PART III – OTHER GLOBAL APPENDICES:

Appendix C – List of Contracting Entities

PART I (A) - INPOST ACCOUNT

Who is the service provider?
1. Your InPost Account is provided by InPost sp. z o.o., a company registered and operating under Polish law, with its registered office in Krakow, at Pana Tadeusza 4, 30-727 Krakow, Poland, entered in the Register of Entrepreneurs of the National Court Register under KRS number: 0000543759, NIP number: 6793108059. You can contact us at Kontakt z InPost, or by calling 746 600 000 or 722 444 000, by starting a chat provided by us within our services or sending a letter to: InPost sp. z o.o., ul. Pana Tadeusza 4, 30-727 Kraków.
2. By creating your InPost Account, you enter into an agreement with InPost sp. z o.o. for the provision and management of such account.
3. Please note, that specific InPost services available through application after creating your InPost Account are provided to you by a relevant entity of the InPost Group with which you enter into an agreement depending on your assigned region and chosen service. Each regional appendix contains the details of the company providing the services you use. You may access the complete list of entities of the InPost Group providing services in the Appendix (C) Part III to these Terms.
What is a User Account and what is it used for?
1. A User Account is a profile created by you, through which we identify you in our digital services and thanks to which you can use them to the full extent, also using service personalization on various devices, as well as control and manage your personal data.
2. The User Account is necessary for processing data (including its storage in connection with running the User Account for you) when you use InPost services such as using the application and services available in it, such as: sending and returning parcels, placing orders in online stores, and others that we offer at any given time and indicate that you can use them while using the User Account.
3. The User Account has built-in security, which protects your information and personal data, but at the same time enables easy access to various InPost services.
Who can use our services?
1. The minimum age required to manage your own User Account is 16 years. You must also have full legal capacity to enter into a binding agreement under the law applicable to you. If you are not old enough or do not have full legal capacity to manage your User Account independently, you must have parental, legal guardian or other authorised representative consent to use these services under their supervision. In such a case, please ask your parent, legal guardian or authorised representative to read these Terms with you.
2. Some of the services we offer may require a higher minimum age for lawful usage. The specific age is defined in the terms applicable to each service (you can find them in the numbered appendices to these Terms). If you are not old enough to use InPost services independently, you must have parental or legal guardian consent to use these services. In such a case, please ask your parent or legal guardian to read these Terms with you.
3. If your parent or legal guardian allows you to use our services, these Terms apply to them, and they are responsible for your activity in our services.
4. Where you use our services related to any kind of business, commercial or professional activity, you act as a business user. By using services as a business user, you confirm that:
- you act on your own behalf or on behalf of an entity conducting a business or professional activity,
- you are duly authorised to represent such entity, where applicable,
- the use of the services is directly related to your business or professional activity,
- you are not acting as a consumer within the meaning of applicable consumer protection law regarding such activity.

Where you act partly as a consumer and partly related to your business or professional activity, your qualification as a consumer or business user shall depend on the predominant purpose of the specific service or activity concerned.

How to create a User Account?
1. You can create a User Account by downloading our application onto your device and/or by accessing it via web application. Remember that having an active User Account is necessary to fully utilize some of our services. If a specific InPost digital service requires a User Account, we will inform you when you attempt to access that service. Therefore, if you do not create your User Account immediately, each time you launch one of our services, we will prompt you to set up your User Account.
2. Note that to start the registration process for a User Account, and for each subsequent login to your User Account, you must have the Webview feature enabled. If this feature is disabled on your device, you will receive a notification that registration cannot proceed when you click the button to start registration. In such a case, you can only retry registration after enabling the Webview feature on your device.
3. To create your User Account, we need:
your phone number,
your email address,
your acceptance of these Terms and acknowledgment of the Privacy Policy (therefore, we ask you to read them before accepting),
registration confirmation to ensure no one is impersonating you – hence, we will send a verification link to the email address you provided.
1. When creating a User Account, you must provide us with accurate and complete information, including your phone number and email address. You must update your personal details regularly. Otherwise, you will not be able to create a User Account, or we may not be able to provide you with all or part of our services. You guarantee the accuracy of the information provided to us. Therefore, if you provide incorrect, incomplete, or false information, we are not responsible for the consequences. This is very important to us, which is why we reserve the right to verify that the information you provide is accurate.
2. After creating your User Account, we can also ask you to provide your full name and address or confirm that the previously given information is correct if we identify that it already exists in our system. You can skip this step; however, not providing this information will prevent you from using certain services or functionalities of the application.
3. If you register a User Account using your Google account or Apple ID, we obtain your name (username) from the service you selected and connect to your account in that service through the available authorization tools. Then, as part of the User Account registration process, you can enter a delivery address and will be prompted to complete further steps under section 4.3 above.
4. We do not charge any fees for creating or maintaining a User Account.
5. The User Account is created for an indefinite period of time. Remember that the creation of it does not mean that all InPost services are available to you.
6. The User Account is assigned to you individually and may be used only by you. If we determine that the same User Account is used by different persons, we may suspend your access to the User Account and request you to cease allowing such use of your account by other persons.
7. You may create only one User Account using the same data. We cannot accept the creation of multiple User Accounts with the same data, and if this occurs, we have the right to delete such additional accounts. Of course, we will inform you of such a situation.
How can you use the User Account?
1. You can use your User Account on multiple devices; however, in such cases, we will request additional authorization for each device by sending you an SMS with an authorization code.
2. The phone number and email address you provide are linked to a unique User Account, and we cannot assign a different phone number to the same User Account. However, you can change the email address associated with your User Account. Regardless, you can always create a new User Account using a different phone number and email address.
3. From the moment you register your User Account:
You can use our services as a user; however, remember that each service can have its additional terms, the content of which can be included in the appropriate regional appendix to these Terms. Starting to use a particular service means your acceptance of such additional terms and acknowledgment of the Privacy Policy of that service (if such a document is provided to you), so please read them carefully before using the service for the first time;
You can take advantage of useful features such as autofill data, personalized recommendations, and easy access to key information in any InPost service covered by the Terms.
How is my region assigned and why does it matter?
1. Upon registration, you are assigned to a specific region to create the User Account. The assigned region may determine, in particular:
2. the additional regional appendix that applies to you when using services covered by it,
3. the contracting entity of the InPost Group,
4. the availability and scope of services that may be offered in your region,
5. the applicable consumer protection rules,
6. the competent complaint and dispute resolution bodies.
7. Not all services are available in every region. Whenever specific service is not available in a given region, the terms of the appendix governing that service do not apply to you.
8. Detailed availability of individual services is presented in the application, while general information is available in the list of services provided by InPost (Functionality Matrix), which forms a part of these Terms.
How do we ensure the security of your User Account?
1. You, as the user, are fully responsible for your User Account. This includes taking reasonable measures to secure your User Account from unauthorized access, such as theft of login credentials by another person. We recommend regularly updating the security settings on the device you use. Remember also that in the case of losing access to the Google or Apple ID account which you used to register your User Account, you will also lose access to your User Account unless you provide us with your email address directly during registration, enabling future login to our services without linking to the above-mentioned accounts.
2. We apply appropriate technical and organisational measures to protect your User Account and the InPost services against unauthorised access, loss, alteration or misuse. These measures are designed to ensure an appropriate level of security, taking into account the nature of the services provided and the risks associated with their use.
3. To enhance the security of your data within your User Account, we will periodically ask you to log in again using our application. If in the login data form you notice an unfamiliar email address or one you no longer have access to displayed in the login form, you can contact our Customer Services by clicking the “Get Help” button and choosing your preferred contact method to start the manual account recovery process. Our staff will guide you through the process. We do not save any data obtained during the account recovery procedure. We recommend this same action if you suspect someone is using your User Account without your consent.
4. You may also choose to create a new User Account. In this case, we will delete the previously registered User Account associated with that phone number and email address, along with the account history and purchases made within it and redirect you to the registration screen to create a new User Account.
5. Beyond these recovery procedures, remember not to share your passwords or verification codes with anyone. If you encounter login issues, we encourage you to contact our helpline, which will assist you in the next steps of logging into your User Account without accessing your personal data.
6. Within your User Account, you can edit your personal information and update privacy and security settings. Your User Account is also a central, secure location where you can store all your personal data for using services, including saving and deleting payment cards used for transactions in InPost Pay (our service specified in the Appendix B1 to these Terms). We do not store card data; instead, we use a special encrypted token, and card data is stored only in the secure environments of payment service providers.
7. Changing your devices (without simultaneously changing the phone number associated with your User Account) or logging out of the application does not result in the deletion of your User Account.
8. You can delete your User Account by withdrawing from these Terms under their provisions, for example, by clicking the “Delete Account” button in our application and submitting a written or electronic statement of withdrawal from the Terms with us.
9. If you become aware of any unauthorised access to your User Account or any security incident that may affect the security of your User Account, you should notify us immediately at [email protected], form: inpost.pl/formularz-kontaktowy-zgloszenie-phishingu.
10. We may temporarily restrict access to your User Account or selected functionalities where this is reasonably necessary to protect the security of your User Account or rights and obligations of other users. We will inform you about the actions taken.
What services do we provide?
1. The detailed list of services provided by InPost is included in the application, while general information is available in the list of services provided by InPost (Functionality Matrix) specified in PART I (B) to these Terms. We may provide you with additional functionalities that are not listed in these Terms which we may make available to you from time to time for your convenience.
2. The services may be introduced and made available gradually. The overview of services presented in the Functionality Matrix is for informational purposes only and reflects the general scope of services that may be available within the InPost ecosystem. The availability of specific InPost services and other functionalities may differ depending on your assigned region. Not all our services are provided in every region.
3. We may hold on providing certain services to you until you perform additional actions described in the terms of a given regional appendix governing specific service, for example, until you provide additional personal data necessary for providing a given service, make the appropriate device settings, accept additional terms and conditions, or grant the relevant consents.
4. The correct functioning of our services may depend on different technical conditions, for example, whether you have the capability to receive text messages (SMS) and access the Internet on your device, as on the access settings you have established on your device.
5. Some of our services may require the presence of other programs on your device, such as an internet browser or PDF readers, which are independent of us.
6. The detailed terms of use for particular InPost services are an integral part of these Terms and do not require your separate acceptance; they apply automatically as soon as you start using the service.
How can you use our services?
1. If you wish to use our services, you must have a device that meets certain technical requirements (which we have described later in the Terms), have the application installed (which you can download from platforms like Google Play or App Store) or get access to it via web application (if such functionality is available for you), have an User Account set up, and have Internet access (without Internet, you may not have access to all services and functionalities).
2. You cover all costs related to accessing the User Account that might be required by third-party providers, including hardware, software, and internet costs.
3. Where specific technical, organisational or legal requirements apply to a given service, such requirements are indicated in the relevant service or regional appendix.
4. We respect legal regulations and care for the rights of our users. This is why you may not add any content or data to your User Account and services that:
  1. is unlawful;
  2. constitute malware (viruses, trojans, programs that modify the application’s operation);
  3. is an attempt to gain access to services or use them in a dishonest or deceptive manner, such as phishing, creating fake accounts or content, including reviews, misrepresenting the origin of content (including presenting AI–generated content as it was created by a human), providing services that appear to be from the user (or someone else) but are from us, or otherwise misleading other users, etc.;
  4. Intercepts, interferes or unlawfully accesses data available within the services.
5. You may not use your User Account and services in a manner contrary to public decency, good practices, or in a way that disrupts the proper functioning of these services. We also protect our legitimate interests, so you cannot use your User Account and services in a manner that infringes upon them. Especially, we require you to respect the rights of others (including privacy and intellectual property laws) and not to exploit or harm others or yourself (or threaten or encourage such behavior) - for example, by misleading others, illegally impersonating them, deceiving them, defaming, harassing or stalking.
6. If you use your User Account or any of the services in violation of the above prohibitions, we may block your access to them.
7. Our additional terms and conditions concerning specific services, including rules regarding unauthorized use of generative AI, contain further information on appropriate conduct that all users of these services must adhere to. Such terms are available for your review in the regional appendices or on the website of the relevant entity of the InPost Group. If you encounter instances of non–compliance with these rules, many of our services include options to report abuse, which you can utilize. Upon receiving a report, we investigate the matter.
How do we process personal data?
1. If you use a User Account, in our Privacy policy you will find information on how we process your personal data.
2. In Part I of the Privacy Policy we describe how we process your personal data related to operating the User Account. Additional services available within the User Account may differ depending on the country. Information about them can be found in Part II – in the section dedicated to a given country.
3. The Privacy Policy contains, especially, detailed information regarding:

the identity and contact details of the relevant data controller(s) depending on your assigned region and the specific service used,
contact details of the Data Protection Officer,
the purposes and legal bases of processing,
categories of personal data processed,
recipients or categories of recipients of personal data,
information on transfers of personal data outside the European Economic Area (where applicable),
data retention periods or the criteria used to determine them,
your rights under applicable data protection laws and how to exercise them,
the right to lodge a complaint with the competent supervisory authority.
1. if any inconsistency between these Terms and the Privacy Policy regarding personal data processing, the Privacy Policy shall prevail.

What Are We Responsible For, and What Are We Not?
1. We are responsible for providing our services to our users in accordance with these Terms, including regional appendices and applicable law. For consumers, applicable law means, especially, the mandatory consumer protection laws of the country of your place of residence. For other users, applicable law means the law indicated in the regional appendix. The law applicable to the legal relationship between you and us will always be clearly stated in the regional appendix.
2. The applicable consumer protection laws ensure our responsibility for the compliance of the services we provide with the Terms. Under this obligation, we are responsible for any lack of compliance regarding services, detected:
  1. within 2 years from a single delivery of content or services (such as purchasing a movie, service voucher, etc.);
  2. at any time during the “continuous” provision of content or services to you (such as the application, User Account, other services, and their functionalities).
3. If you act as a consumer under relevant provisions of law, nothing in these Terms excludes or limits our liability where such exclusion or limitation is prohibited by mandatory consumer protection laws.
4. As a user, you have the right to expect high–quality services and providing means to resolve potential issues. As a consumer, you are entitled to all rights granted under applicable laws and any additional rights provided in these Terms or the additional terms related to specific services.
5. We strive to provide you and other users with the best possible experience when using our services. We make reasonable efforts to ensure that our services are available and function properly. However, we do not guarantee uninterrupted or error-free operation of the services, because there are situations and events beyond our control. We are not responsible for interruptions, limitations or errors resulting from:
  1. force majeure,
  2. providing false personal data, especially when creating your User Account or your misuse of our services,
  3. sharing access to the application and your User Account with others,
  4. your device does not meet the technical requirements described in these Terms,
  5. the manner and quality of service provision by telecommunications operators with whom you have agreement (including internal service) and actions of third-party service providers. We are also not responsible for fees for services provided by these operators,
  6. errors and issues with your equipment, software (e.g., Android or iOS), as well as software installed on the device that is not from us.
6. If you believe we have not adequately fulfilled our obligations (for example, if something hasn’t worked or we haven’t delivered a service you selected), you can file a complaint using the contact methods indicated in the digital channels through which you access our services, that are listed within applicable regional appendix. Detailed information on complaint procedures, including applicable time limits, competent entities and alternative dispute resolution mechanisms, is provided in the relevant regional appendix.
7. When filing a complaint, we may ask for information to confirm your identity and a description of the issue. Keep in mind that we may not be able to assist you if you do not provide sufficient information or description of your issue.
8. We will address your complaint as quickly as possible, but no later than 30 days from its receipt. When you submit a complaint, we will send you confirmation of receipt on the same day.
9. We will inform you of the resolution of your complaint via the e-mail address you provided when submitting it.
10. If you are a consumer, you may be entitled to use alternative dispute resolution (ADR) procedures to resolve disputes arising from these Terms. Information about competent ADR bodies, applicable procedures and conditions is provided in the relevant regional appendix. Unless regional appendix states otherwise, we make no commitment to use out-of-court dispute resolution methods.
How do we change the Terms?
1. We provide the current version of the Terms electronically within each of our application.
2. We can amend the Terms for important reasons, which include:
  1. new or amended legal regulations that affect the content of the Terms,
  2. obligations imposed on us by public authorities or courts that relate to the content of the Terms,
  3. changes in the range of functionalities and services available within the User Account, such as extending the scope of service we provide using the User Account or their removal,
  4. changes in the operation of our applications that may affect your rights and obligations within the User Account and need to be described in the Terms,
  5. the need to improve support for you and other users - this also includes improving the complaint submission process,
  6. changes in the operation of the application itself that may affect your rights and obligations and must be described in the Terms,
  7. the necessity to enhance the protection of your privacy and the privacy of other users, as well as the security of personal data
  8. editorial changes, including the correction of typos, an incorrect usage of words or numbers,
  9. changes in technical, economic conditions, or market trends related to our services,
  10. changes in our name or registration and contact details,
  11. updating links to websites.
3. If we intend to change the Terms, we will notify you via e-mail notification**.** Archived and new versions of these Terms can be found in the repository available via a link placed at the beginning of these Terms.
4. We will announce changes to the Terms no later than 14 days before they take effect, giving you time to familiarise yourself with the changes. There are 4 exceptions to this rule when we may implement changes sooner:
  1. If new or amended legal regulations arise so quickly that we cannot maintain the minimum 14-day period before the amended Terms comes into effect,
  2. If public authorities or courts impose obligations on us that must be fulfilled so quickly that we cannot adhere to the 14 days,
  3. If we grant you new rights or expand existing ones without imposing any obligations or burdens,
  4. If we introduce entirely new services that do not worsen or replace existing services.
5. Remember that regional appendices may introduce different time limits, procedures or requirements required by applicable law or local regulatory obligations.
6. From time to time, we may ask for your explicit acceptance of the amended Terms directly within one of our applications. In such a case, if you do not accept the Terms in any of the applications you use, we will not have a basis to continue providing you access to any of them, and we cannot ensure this access. In such a case, we ask that you refrain from using our digital services and delete your User Account before the changes take effect.
7. If you use more than one InPost application (service) and we change the main content of the Terms and request your acceptance, the acceptance of the amended Terms in one of the services you use will automatically be transmitted to the remaining services, meaning you do not need to accept the same Terms more than once.
8. In cases where your explicit consent is not required if, despite our notification that changes are coming into effect , you do not agree with the updated Terms, you should cease using services and you should delete your User Account before the changes take effect. Continued use of the services after the effective date of the changes will be considered acceptance of the updated Terms.
Which rules apply in case of conflict?
1. These Terms form a modular regulatory framework consisting of the global core terms and regional appendices. To ensure legal certainty and transparency, the following order of priority applies if there is any inconsistency or conflict between provisions:
2. If you are a consumer, mandatory provisions of the law applicable to your place of residence apply to you regardless of the content of these Terms, and prevail where they are more favourable to you.
3. Where a provision of a regional appendix differs from the common terms, providing the relevant regional appendix applies to you, the regional appendix prevails.
4. Where a specific service is governed by regional appendix, such terms prevail over the common terms regarding that service.
5. This hierarchy applies solely to the extent necessary to resolve the conflict. All other provisions of such terms remain fully valid and binding.
What other information about the User Account is worth knowing?
1. Your User Account may occasionally be unavailable due to technical maintenance. We strive to ensure our services are available 24/7, but sometimes we need to schedule maintenance. In such cases, we will inform you when the maintenance is to occur and how long it will last.
2. We may terminate our Terms with you and delete your User Account if you violate the terms of the Terms or if we cease to provide services – we will not do this immediately**,** unless it is required by law**,** but will inform you with one month’s notice.
3. Consumers using the InPost services, including User Account may be entitled to specific rights described in the relevant consumer protection rights regulation. If such provisions apply to you, we may outline them to you in the regional appendix that applies to you.
4. Consumers in the European Economic Area (EEA) are entitled to withdraw from these Terms, under the consumer protection laws applicable in the EEA, under the following conditions:
  1. you have the right to withdraw from the Terms with us within 14 days without providing any reason; you can use the withdrawal form template included in the regional appendix that applies to you, but it is not mandatory for the withdrawal to be effective,
  2. the withdrawal period expires 14 days after the conclusion of the agreement, i.e., the first acceptance of these Terms,
  3. to exercise the right of withdrawal, you must inform us of your decision to withdraw from the Terms through an unequivocal statement (e.g., a letter sent by post or email). Detailed information on how to exercise this right, including available contact methods and any withdrawal form, is provided in the regional appendix applicable to you .If you use this option, we will promptly send you confirmation of receipt of your withdrawal notice on a durable medium (e.g., by email),
  4. to meet the withdrawal deadline, it is sufficient to send information regarding your exercise of the right to withdraw before the withdrawal period expires.
  5. withdrawal from the Terms equates to a request to delete the User Account (under data retention rules), which will prevent further use of services.
  6. specific services offered by us under these Terms may be subject to statutory limitations of the right of withdrawal. especially, where providing a service has begun with your prior express consent and acknowledgment of the loss of the right of withdrawal, or where other statutory exceptions apply, the right of withdrawal may not be available. Detailed information on applicable exceptions is provided in the regional appendix that applies to you.
5. If you have questions, requests, concerns or comments, you can always contact us using the form available on the website of the relevant entity of the InPost Group providing services to you, chat with us, or call our helpline as indicated above.
6. These Terms include appendices that regulate specific services which are more detailed and thus require precise descriptions of their provision. These appendices are part of the Terms and are listed in the table of contents to the Terms.
7. The User Account is intended for all users where we provide our services. For users assigned to the Polish region, this Part I of the Terms applies directly, therefore we apply Polish law. For users assigned to other regions, Part I applies together with the relevant regional appendix.

PART I (B): List of services provided by InPost

(Functionality Matrix)

What services are available in different regions?

Below you can find a general overview of the types of services that may be available in different regions.

Please note that:

not all services are available in every region,
services may be introduced, modified or withdrawn over time,
the most up-to-date information is always available in the application.

Globally, services may include, in particular:

account registration, login and account management,
parcel tracking, collection and related services,
notifications and alerts related to services,
access to parcel lockers and pick-up points,
customer support and help services,
marketing and communication services.

Additionally, in Poland they may also include: parcel sending services, payment and billing services and parcel management services (such as changes or redirection). On top of that, Poland offers Loyalty Programme and InPost Pay.

For details of the terms and conditions of the services provided locally, please see:

Appendix B1 – for Poland,
Appendix B2 – for Italy.

Part I (C): Definitions used in the Terms (Glossary of terms)

Below we explain the meanings of definitions used in the Terms and their appendices. It does not matter whether these definitions are used in singular or plural, or if the letters are capitalized:

Application - This is our application available as a mobile and/or web application, which you can use after creating a User Account. Depending on the market, the application may operate under different brand names.
Assigned region - Means the country allocated to your User Account during registration, which determines the applicable services, legal framework and relevant regional appendix.
Consumer - A person defined by law as a “natural person”. Such a person, if using InPost services in a way that is not directly related to their business or professional activity, is granted specific rights by law, which we will highlight in the Terms. In some situations, these rights will also apply to a natural person who runs a business and has concluded an agreement with us directly related to that business, but the agreement is not professional in nature for such a person (as indicated by its content).
Courier Services - Services provided by us regarding parcels, involving their acceptance, sorting, transportation and delivery. We provide these based on separately concluded courier service agreements, and their basis can be, for example, the courier terms.
Courier Terms - This is what we call the separate terms that define the rights and obligations related to sending and delivering parcels, i.e., providing courier services.
Device - A smartphone or tablet that meets the technical requirements described in the Terms, enabling you to use specific InPost services.
Force Majeure - This refers to an event beyond your or our control, which has occurred outside of our influence and could not be predicted or prevented by either party. Examples include natural disasters (earthquakes, hurricanes, floods), as well as riots, general strikes, armed actions, and governmental actions (such as import/export banns and port blockades, expropriations).
InPost - Refers to companies of the InPost Group providing specific services in accordance with the regional appendix. This term also refers to “we”, “our” and “us” used in the Terms. A list of entities of the InPost Group can be found in Appendix C Part III to these Terms.
Parcel - A shipment that we accept and deliver according to other terms and conditions under which we provide courier services.
Parcel Locker - A self-service automated device belonging to our network, equipped with lockers that allow customers to collect or send parcels. Depending on the market, this device may operate under a local commercial name e.g. Paczkomat®, InPost Locker, Locker Mondial Relay, while providing the same core functionality.
Personal Data - Under GDPR, personal data means all information about you that allows for your direct identification (e.g., your email address) and indirect identification (e.g., your activity on a given website). We may obtain your personal data, such as your name, surname, phone number, email address, and delivery address, from you when you register an InPost Account or use InPost digital services.
Privacy Policy- A document in which we describe how we process your personal data related to the services provided in the selected market(s).
Regional appendix - Means a local appendix to these Terms that sets out mandatory legal requirements, local service rules and local law provisions and requirements applicable to users from the assigned region.
Services - The services and functionalities provided by us, including in digital form, available electronically, as listed in the application and in the list of services provided by InPost (Functionality Matrix) in Part I (B) to the Terms.
Technical Break - We implement this when a failure occurs or when we are updating an application or maintaining our servers. During a technical break, using the User Account or services may not be possible.
Terms - This document and its appendices, which regulate rights and obligations, both ours and yours.
User Account or InPost Account - Profile created by you, through which we identify you in our digital services and enable you to use our application and other services without needing additional registration.
User or you - Refers to an individual who uses our services. In these Terms, we address the user directly as “you”.
Your Parcel - A parcel addressed to you. We know this because the sender of the parcel has provided us with the recipient’s phone number, which matches the phone number you provided when registering your User Account.

PART II – GLOBAL AND REGIONAL APPENDICES

PART II (A) – GLOBAL SERVICE APPENDICES

Appendix A1: InPost Application Terms and Conditions

These additional terms and conditions apply to the application designed for smartphones, tablets and/or websites. This application is developed, maintained and offered to you by the relevant entity of the InPost Group indicated in the regional appendix that applies to you. You may also check the contracting company from the list of the entities of the InPost Group specified in the Appendix C Part III to these Terms.

These terms and conditions determine our and your rights and obligations related to the use of application.

What services are available in the Application?
1. The list of services provided within the application is included in the list of services provided by InPost (Functionality Matrix) in the Part I (B) to these Terms. Subject to your assigned region and regional appendix, you may use application to access the functionalities presented there.
2. Not all services listed on the list provided above, are available in all regions. Certain functionalities may be introduced gradually and may be available only in selected regions or in pilot form.
3. Correct operation of our services may depend on whether you have and have activated on your device the modules such as: CSM, LTE or CPS, as well as on the access rules to application, which you selected and set up on your device.
4. Some of our services may require you to have other programs installed on your device that are independent of us, such as a web browser or PDF file readers.
5. Many of our services are related to courier services that we provide when handling parcels. This applies, for example, to extend the parcel storage time to pick up a parcel from an InPost Parcel Locker. To get to know these conditions, please refer to the courier terms.
6. If your parcel has not yet been delivered to a Parcel Locker, you can choose to place it in the 'Easy Access Zone', i.e. in the bottom row of compartments in the Parcel Locker. You can select this service in the parcel details in the application. Here are the conditions for this functionality:
you can choose this option no later than when the parcel is handed over for delivery (as per the relevant parcel status available in application). Due to the fact that we do not have rigid hours for parcel receiving, handling and delivering, and the hours of our courier services also depend on the time the parcels are dispatched by our customers or by you, handing over a parcel for delivery may take place at different times.
We cannot guarantee that we will deliver the parcel to the Easy Access Zone, as these zones may already be filled with other parcels. In this case, we will deliver your parcel to an available compartment.
1. Certain services may be provided to you only after you take additional actions specified in the Terms, e.g. when you provide additional personal data necessary for a given service to be supplied.
2. As part of the application’s development, we may introduce, modify, or remove additional functionalities. We will inform you about significant changes in this regard in the manner specified in the Terms. We can also provide services or content delivered by independent third parties. Using these services may require your acceptance of separate terms and conditions or privacy policies of those entities. Please note, that we are not a party to any agreements concluded between you and external service providers, and we are not responsible for these services or their compliance with the law.
3. Among other things, we may provide functionalities based on artificial intelligence (AI) technologies, both our own and those supplied by external partners. The purpose of these tools is to provide you with additional support and expand the application’s capabilities. Please remember that AI technologies, including language models, have their limitations. Content, suggestions, and responses generated by AI tools may be incomplete, inaccurate, outdated, or even incorrect. AI-generated content is for informational and assistive purposes only; it does not constitute binding advice (e.g., legal, medical, financial) and should not be treated as the sole source for your decision-making. Therefore, we do not provide any guarantees regarding the accuracy, reliability, completeness, or usefulness of AI-generated content within the application. You use these tools at your own risk and are obliged to independently verify the information obtained.
4. Input data you provide to AI tools (including text, files, attachments and other data) remains your property unless otherwise specified by separate terms of use for a given tool. By submitting data, you declare that it does not infringe the rights of third parties. Remember that you should not enter any special categories of data (e.g. health data), children's data, biometric data, or data enabling access to accounts (passwords, SMS codes, tokens), payment card data, trade secrets or other confidential information into AI tools – to the extent that it is not necessary to use the application. Depending on the external provider’s technology, this data may be processed to improve AI models, under the provider’s privacy policy. We disclaim any liability for damages resulting from the use or inability to use AI-based functionalities.
5. AI tools may utilize third-party technology or services. In such cases, separate terms and conditions of those providers may apply to your use of those services. We are not responsible for the acts or omissions of those third parties, to the extent permitted by law. The provisions of the terms and conditions regarding exclusions and limitations of liability apply accordingly to AI tools.
6. By using the AI tools we provide, you retain your rights to the input data to the extent you are entitled to them, and you are granted a non-exclusive license to use the output data (AI tool responses) to the extent permitted by the application functionality and applicable law.
7. If we sell services via application, their prices will not be individually tailored to you, especially based on your behavior or preferences. We do not use such mechanisms.
How can you use Application?
1. If you want to use application, you must have a device that meets our technical requirements (which we describe later in these Terms), have the application installed (you can download it from stores like Google Play or the App Store), have a User Account set up (how to do this is detailed in a separate section above), and have Internet access (without Internet, application may not offer all its services and functionalities).
2. We respect legal regulations and care for our users. Therefore, you may not add content or data to application that:
is unlawful,
constitutes malware (viruses, trojans, programs that modify the application's operation),
intercepts data available in application.
1. You may not use application in a manner that contravenes social norms, good practices, or disrupts the proper functioning of the application. We also protect our interests, so you cannot use application in a way that infringes upon them.
2. If you use application in violation of the above prohibitions, we may block your access to application.
3. Additional rules applicable in specific regions may be set out in the relevant regional appendix.
What Are the Technical Requirements for Using Application?
1. To use application seamlessly, you need:
a mobile phone number registered in a mobile network,
an e-mail address,
an Internet connection,
a device with Android or iOS.
1. For smooth use of application, we recommend using the most up-to-date version of the system software on your device. However, don't worry if you don't meet the Android or iOS version requirements or have an older version of the software on your device. This does not mean you are violating the Terms. There is a chance you might be able to run application on such a device. However, we cannot guarantee that application will launch or operate smoothly on devices with older versions of Android or iOS. Therefore, we are not responsible for application issues related to using older versions of Android or iOS.
2. The current Terms always refers to the latest version of application, so we recommend that you regularly update the app. We do not support older versions of application or ensure their proper functioning.
3. If you notice any errors or vulnerabilities in application, we encourage you to report them via the contact channels indicated in the application or in the specific regional appendix.
How do we process personal data?
1. Detailed information on how we process your personal data related to the use of the mobile application is described in the Privacy Policy. Please familiarize yourself with it. If you have any questions, we encourage you to contact us – information on how to contact us regarding the processing of your personal data can be found in Part I of the Privacy Policy, Section 2. Who processes your data, table in point 2.3.
What are our intellectual property rights to the Application?
1. We (or companies affiliated with us) own the rights to application, including the source code, content used in the application, graphics, and other elements, unless we expressly state otherwise. These are protected by law, and you must not engage in activities that infringe upon our rights. Since we own the rights to application, we grant you a license to use it.
2. Nothing in these Terms transfers any ownership rights to you.
3. When you download our mobile application and/or access it via web application, we grant you a limited, non-exclusive, non-sublicensable and revocable license to use the application according to its intended purpose, including installing the application on other devices.
4. You cannot grant or transfer this license to someone else. You also cannot sell, transfer or distribute our applications.
5. You may use our application only:
6. in accordance with these Terms and applicable law,
7. for lawful purposes,
8. within the scope of functionalities made available in your assigned region.
9. You may not use application in a manner that interferes with its normal operation or security. Unless permitted by applicable law, you may not:
10. copy, modify, adapt, translate or create derivative works based on application;
11. reverse engineer, decompile or attempt to extract source code;
12. distribute, lease, sell, sublicense or make application available to third parties;
13. bypass technical protection measures;
14. use automated systems to access or scrape data from application.
15. This does not affect mandatory rights granted to you under applicable law.
16. We may provide updates, upgrades or patches to application from time to time. Such updates may be necessary for security, compliance, performance or functional reasons. You agree that certain updates may be installed automatically, where permitted by applicable law and your device settings.
17. The license granted to you under these Terms remains valid for the duration of these Terms and, therefore expires when you delete your User Account, you terminate the Terms or we terminate it because of your breach of Terms.
What are we not responsible for?
1. We strive to provide you and other users with the best experience using application. However, there are situations and events beyond our control. Below are situations and events for which we are not responsible:
  1. force majeure,
  2. providing false personal data , especially when creating your User Account,
  3. sharing access to application and your User Account with others,
  4. your device not meeting the technical requirements described in section 4,
  5. the manner and quality of service provision by telecommunications operators with whom you have agreements (including Internet services). We are also not responsible for fees for services provided by these operators,
  6. errors and issues with Android or iOS, as well as software installed on the device that is not from us.
How to file a complaint about Application or services provided within it?
1. If you believe we have not adequately fulfilled our obligations regarding application (for example, if something hasn't worked or we haven't delivered a service you selected which was available according to the relevant regional appendix), you can file a complaint using the contact methods indicated in the digital channels through which you access our services, that are listed within applicable regional appendix. Detailed information on complaint procedures, including applicable time limits, competent entities and alternative dispute resolution mechanisms, is provided in the relevant regional appendix, or via chat in application.
2. When filing a complaint, we may ask for information to confirm your identity and a description of the issue. Keep in mind that we may not be able to assist you if you do not provide sufficient information or description of your issue.
3. We will address your complaint as quickly as possible, but no later than 14 days from its receipt. When you submit a complaint, we will send you confirmation of receipt on the same day.
4. We will inform you of the resolution of your complaint via the email address you provided when submitting it.
What other information about Application is worth knowing?
1. Application may be unavailable due to technical maintenance. We strive to ensure the application is available 24/7, but if we need to schedule maintenance, we will inform you in the application when it is to occur and how long it will last.
2. If you no longer wish to use the application, you can delete the application from your device at any time. This does not automatically delete your User Account. If you want to delete your User Account, you can do so by contacting us. Information on contact channels to delete your User Account is available through the application. You can do this at any time without providing reasons and without incurring any costs.
3. We may terminate these Terms and Conditions where the Terms explicitly allows it. We may also terminate it if we cease supporting application - we will not do this immediately but will inform you with one month's notice.
4. Changing your device (without simultaneously changing the phone number associated with the application) or logging out of the app does not result in the deletion of your User Account.
5. Since some of the services we provide are digital services, consumers using them are entitled to specific rights under applicable consumer protection laws, as described in the relevant regional appendix.
6. If you have questions, requests, concerns or comments, you can always contact us using contact channels available through the application.
7. These terms and conditions are part of the Terms and may be supplemented by the specific terms of the regional appendix according to your assigned region.
8. Applicable law and jurisdiction are determined under the relevant regional appendix depending on the entity of the InPost Group which provides services for you.

PART II (B) – REGIONAL APPENDICES

Appendix B1: Services provided in Poland

Version: 1.0

Introduction

The terms and conditions set out in this Appendix B1 and its appendices (the “Appendix”) apply to users when using services covered by it, in accordance with the assignment rules described in the point 6 of Part I (A) of the Terms. It supplements and amends them, where necessary to comply with applicable law, specifically regarding points 1–6 below. This Appendix reflects both:

1. mandatory requirements of Polish and EU law,
2. specific services and functionalities,
3. local payment and loyalty programmes,
4. region-specific operational arrangements.

The availability of such services is indicated in detail in the application and in this Appendx, while the general information is available in the list of services provided by InPost (Functionality Matrix) specified in Part I (B) of the Terms.. From time to time, we may introduce new services or functionalities, modify existing ones, or discontinue certain services. As a result, the list of services described above may change. The most up-to-date information about the currently available services can always be found in the application.

In case of conflict, this Appendix prevails over the Terms to the extent required by applicable law.

As one of the supporting tools in the application, we provide an AI chat functionality, based on the Bielik.ai artificial intelligence model and adapted to the characteristics of the services we provide. The chat function is part of services misleading, or irrelevant to your situation. You may use the chat only to obtain information, under the rules set out in the Privacy Policy. Please remember that any content you send via the chat must comply with the law, good practices, and must not infringe the rights of third parties. especially, we do not allow illegal, vulgar, hateful, violent, or other prohibited content to be posted in the chat. It is also prohibited to use the chat for harmful activities, abuse, security testing without our consent, attempts to circumvent security measures, or generate content in a manner that is illegal. We may use security mechanisms (e.g., content filtering, topic restrictions) to prevent abuse and the generation of content that violates the terms and conditions, and may temporarily restrict or block your access to the AI chat if you violate the terms and conditions or if necessary for security reasons. As regards the remaining provisions, point 1 of Appendix A1 – Terms and Conditions of the InPost Application – applies to the AI tool.

Contracting Entity

For users covered by this Appendix, the contracting entity is InPost sp. z o.o. – a company registered and operating under Polish law, with its registered office in Krakow, at ul. Pana Tadeusza 4, 30-727 Krakow, Poland, entered in the Register of Entrepreneurs of the National Court Register under KRS number: 0000543759, NIP number: 6793108059.

You can contact us at www.inpost.pl/kontakt, or by calling 746 600 000 or 722 444 000, by starting a chat provided by us within our services or sending a letter to: InPost sp. z o.o., ul. Pana Tadeusza 4, 30-727 Kraków.

Applicable Law

This Appendix is governed by Polish law. If you act as a consumer, mandatory consumer protection law of your place of residence applies where it is more favourable than provisions in this Appendix.

Therefore, if you are a consumer, you may bring a claim related to the Terms and this Appendix before the competent court in your place of residence or before the competent court in Poland. If you are not a consumer, any disputes arising out of or related to the Terms and this Appendix shall be resolved by the court having jurisdiction over the registered office of InPost sp. z o.o., unless mandatory provisions of law provide otherwise.

Consumers using our services to whom this Appendix applies are entitled to specific rights described in the Polish Consumer Rights Act. We have outlined these rights in appendix B1.3 to this Appendix. Below, we provide some additional information regarding these rights:

The Consumer Rights Act defines “digital services” as services allowing the consumer to: “a) create, process, store or access data in digital form; b) share data in digital form transmitted or created by the consumer or other users of the service, c) engage in other forms of interaction through digital data”,
The services we provide are not linked to the acquisition by the consumer of goods containing digital content or digital services (or linked in such a way that the absence of digital content or services would impede its proper functioning),
Appendix B1.3 applies to the agreement (or terms) under which we are obliged to deliver digital content or services (and other provisions) only when the agreement or terms pertain to digital content or services,
Appendix B1.3 does not apply when the consumer is solely obliged to provide personal data, and such data is processed by us solely:

to performing the agreement (or terms) or a statutory obligation, or
to improve security, compatibility, or other interoperability of software offered under an open and free license.

We inform you that we do not undertake to participate in alternative dispute resolution proceedings, unless participation is required by applicable law. You may nevertheless submit complaints directly to us in accordance with the complaint procedure set out in the Terms supplemented by points 5 and 6 below in this Appendix.

Language versions

This Appendix is available in Polish and other language versions. In case of discrepancies, the Polish language version prevails, unless mandatory law provides otherwise.

Complaints

If you believe we have not adequately fulfilled our obligations (for example, if something hasn’t worked or we haven’t delivered a service you selected), you can file a complaint using the contact methods indicated in the digital channels through which you access our services, or by using the complaint form available at: https://inpost.pl/reklamacja.

Withdrawal

To exercise your right of withdrawal from the Terms, you may submit your withdrawal notice within 14-day without providing any reason, using any of the following contact methods:

by email to: [email protected] - by telephone at: 746 600 000 or 722 444 000, - via the chat function made available within our services, - by sending a written statement by post to: InPost sp. z o.o., ul. Pana Tadeusza 4, 30-727 Kraków, Poland, - by submitting the withdrawal form or any other clear statement electronically via: www.inpost.pl/kontakt.

You may use the withdrawal form template included in the B1.4 appendix to this Appendix, however using the template is not mandatory for the withdrawal to be effective.

Definitions

Below we explain the meanings of definitions used in the Appendix and its appendices. The list supplements the definitions contained in the Terms. If a definition is written in bold in the Appendix and is not included in the list below, it means you should use the definition provided in the Terms. It does not matter whether these definitions are used in singular or plural, or if the letters are capitalized:

Acquiring Service - A service that allows for the acceptance of payment cards and the handling of transactions, including authorization and transmission of payment orders to transfer funds to the recipient.
Active Participant -This term refers to a user who has completed at least one of the following activities:

Given marketing consents – in the form of PUSH/mail/SMS,
Completed any additional task from the list of all available tasks,
Redeemed a reward in the program.

Appendix - This document and its appendices, which regulates rights and obligations, both ours and yours.
Application or InPost Mobile - This is our application available as a mobile and/ or web application, which you can use after creating a InPost Account.
Cart - A service that allows you to order selected products or services from a retailer through the application, using InPost Pay, under its terms.
- Completed any additional task from the list of all available tasks,
Coupon - A unique electronic code stored in your account, which allows you to redeem a reward with us or a program partner.
Delivery - This is a service provided by us, involving the transportation and delivery of goods you have purchased from a retailer to the address specified when placing your order through InPost Pay.
- Given marketing consents – in the form of PUSH/mail/SMS,
InBox - A reward in the program in the form of an electronic box containing random prizes (both virtual and tangible). InBox is an additional reward that may occasionally appear in the program – if it does, we will provide details in separate regulations which will be available to you in the InPost Mobile. Using InBox may require acceptance of additional terms or privacy policies, as well as additional declarations or provision of personal data from you.
InCoins - Points that you earn for various tasks undertaken within application. If the terms of a given service allow, InCoins may be exchanged for specific benefits.
InPost Pay -This is a technological service that assists customers and retailers in managing the online shopping process. When you shop in an online store, the InPost Pay feature redirects you to the InPost Mobile, where you can create a cart and complete the purchase, including payment through the payment gateway provided by the payment gateway provider.
Limits Information - provided in the program about the maximum number of tasks you complete that will be rewarded with InCoins and within what time. Detailed information about limits can be found on the task card.
Order - Your purchase of goods or services offered by a seller, within the application, using InPost Pay and under the Terms.
Partner - An entity from which we receive rewards.
Payment - Your online transaction conducted through the payment gateway, where the retailer receives money from you for the order.
Payment Card or Card - A card issued by an authorized company that allows for cashless payments.
Payment Gateway - A technological service that allows you to pay for purchases at an online store of your chosen retailer, with delivery provided by InPost. The payment gateway is available within the application as part of the InPost Pay function and includes payment methods visible in the InPost Mobile during order placement. Payment options may vary depending on the retailer, cart contents, and your technical capabilities. Some methods, such as deferred payment, may require you to accept additional terms and confirm that you meet the conditions set by the provider of that method.
Payment Gateway Provider - A company that supplies the payment gateway for the InPost Pay services and handles payments based on authorization to operate in Poland or another EU country.
Payment Services Act - The Polish Act of August 19, 2011, on payment services.
Payment Token or Token - A unique encrypted code that replaces your payment card data, provided by an independent external entity operating under appropriate authorizations and permissions.
Payment Token Storage Service - A service provided by us within the application, involving the storage of payment tokens for use in payments via InPost Pay.
Periodic Task - Referred to as “Challenges” in the application. If you complete them, you will receive a specified number of InCoins. Periodic tasks are only available for completion within a certain timeframe, after which they cannot be completed in exchange for InCoins.
Permanent Tasks - Also referred to as “Challenges” in the application. If you complete them, you will receive a specified number of InCoins. Permanent tasks can be completed at any time and are not time-limited.
Point Promotion - A temporary action in the program where, for a specified time, you can earn an increased number of InCoins for completing regular or periodic tasks.
Program - The service we have detailed in Appendix B1.1 Loyalty Program Terms and Conditions to this Appendix, which constitutes our loyalty program (of which we are the organizer).
- Redeemed a reward in the program.
Reward Catalog - A list of rewards available in the loyalty program under the “Reward Catalog” section.
Rewards - You can obtain them by exchanging InCoins in the program, provided they are available in the reward catalog.
Seller - A company or individual conducting business that offers the possibility to place an order using InPost Pay in their online store. You can find a list of sellers and their sales terms in the InPost Mobile, in the section related to InPost Pay, both before and after creating an InPost Account.
Strong Authentication - Securing your data by using at least two different verification methods, such as something you know, something you have, or your distinctive characteristics.
Tasks - Refers to periodic tasks or permanent tasks.
Table of contents
Introduction
Contracting entity
Applicable law
Language version
Complaints
Withdrawal
Definitions
Table of contents
Local Services and other appendices:

Appendix B1.1 – Loyalty Program Terms and Conditions

Appendix B1.2 – InPost Pay Terms and Conditions

Appendix B1.3 – Consumer rights regarding digital content or services

Appendix B1.4 – Withdrawal template form

Appendix B1.1 – Loyalty Program Terms and Conditions

What Are the Assumptions of the Loyalty Program?

This appendix outlines the rules of your participation in the program. Participation in the program is voluntary.
By joining the program, you accept its terms as described in the Terms and this appendix.
The current InPost Mobile terms and program terms can be found within the application.

Who Is a Participant in the Loyalty Program?

If you use the InPost Mobile with access to the program, you are participating in the program.
To participate in the program, you must:
have an InPost Account,
accept the Terms (when creating an InPost Account or due to changes in the Terms), and
have the InPost Mobile with access to the program.
The most current version of the InPost Mobile provides access to all program functionalities. If you have an older InPost Mobile version and do not update it to the latest version with program access, you may not be able to use all functionalities or even the entire program.
Using the InPost Mobile is necessary for active participation in the program.
Our employees can also participate in the program if they are InPost Mobile users.

Where Can You Learn About the Program and Is Active Participation Required?

Program functionalities are available in the InPost Mobile, under the "Rewards" section.
In the "Rewards" section, you can learn about the program's progress, promotions, special offers, and other benefits related to your participation.
Additionally, if you provide us with the necessary consent, we will send you information about the program's progress (e.g., via push notifications or other communication channels such as email or SMS). You can opt out of these notifications at any time in the InPost Account settings.
Participation in the program does not require any action on your part. You decide independently whether you want to actively participate. If you're not interested, you don't need to complete the activities required to become an "active participant" (as described in Appendix A, defining "active participant") or exchange InCoins for rewards. You can also opt out of notifications about collected InCoins by contacting us at [email protected].
Using the program as an active participant, including exchanging InCoins for rewards, is also voluntary.

What Can You Do Within the Program?

The program is an electronic service through which we enable you to:
collect InCoins,
view the number of InCoins you have and the history of changes in their balance,
browse the reward catalog and exchange accumulated InCoins for available rewards,
view available tasks for earning InCoins,
access rewards exchanged for InCoins.
We may introduce other technical functionalities within the program.
We may also organize temporary lotteries, contests, and permanent or temporary promotions, which we will inform you about in the InPost Mobile.
Lotteries will be organized based on separate terms provided by the lottery organizer.

How Can You Earn InCoins in the Program?

You can collect InCoins if your InPost Mobile version includes program access. How to access the program in the InPost Mobile is explained in section II of this appendix.
InCoins are awarded for permanent tasks and additional tasks.
Each task available in the InPost Mobile includes:
its name,
task details—what you need to do to earn InCoins,
the number of InCoins you will receive for completing the task,
the limit - information on the maximum number of tasks that will be rewarded with InCoins and within what time,
for periodic tasks, the task validity period, i.e., the date range within which the task completion will be rewarded with InCoins,
a link to the partner's website (for tasks conducted in collaboration with a partner).
In addition to permanent tasks, we may provide additional tasks to all users or specific groups at any time.
InCoins will be awarded for completing specific activities indicated in the task.
We may conduct periodic point promotions, where completing permanent or additional tasks within a specified time will earn you more InCoins.
Information about point promotions will be provided with specific tasks (in the app) and will include the promotion period, the possible number of InCoins to earn, and a description of the task for which you will receive an increased number of InCoins.
In addition to permanent and additional tasks, you can also collect InCoins through our partners, who offer this opportunity in their campaigns, partnership programs, and other organized activities. The possibility of earning InCoins from partners and the conditions for granting them are specified in the dedicated regulations for each activity, available from the respective partner.

How Are InCoins Calculated and How Long Are They Valid?

InCoins are automatically calculated after completing each task, but no later than 48 hours after receiving or sending a parcel.
Their calculation is confirmed via push notifications unless you have opted out of this form of communication in the InPost Account settings.
You receive InCoins only by using the phone number linked to your InPost Account, including when providing it during any transactions or orders. If you provided a different phone number, you will not receive InCoins (they may be received by the user whose phone number was registered for the shipment).
InCoins that you have not exchanged for rewards expire after 12 months from the date of receipt.
InCoins expire on a monthly cycle, meaning: always on the first day of each new calendar month after full 12 months.
When you exchange or use InCoins, they are deducted from the oldest to the newest (at the time of exchange for a reward).
You can receive InCoins through complaints in the following situations:
If you correctly completed a task, but we did not calculate InCoins or calculated them incorrectly,
If we removed InCoins before their expiration date,
If, for reasons beyond your control, you cannot complete the task correctly (you will then receive InCoins as specified in that task).

How to Check the History of InCoins Credited?

At any time, you can check every change in your InCoins balance in the InPost Mobile under the "InCoins History" section, including:
Credited InCoins,
InCoins exchanged for rewards,
InCoins that have expired,
InCoins credited through complaints.
We will collect and store the history of your transactions within the program for 24 months.
You have access to the history of all credited and spent InCoins from the last 24 months.
Products excluded from the program, for which InCoins are not awarded, are described in the InPost Mobile.
To get information about the current number of InCoins, you must have an Internet connection.
InCoins cannot be converted to cash or exchanged for monetary funds.
Unused InCoins do not lose their validity due to logging out of the InPost Mobile.
If you want to earn InCoins for tasks related to the InPost Fresh InPost Mobile, you must have an account in the InPost Fresh InPost Mobile using the same phone number you provided when creating your InPost Account. A detailed description of tasks and the rules for awarding InCoins to InPost Fresh InPost Mobile users will be specified in the InPost Mobile.
As an InPost Fresh InPost Mobile user, to earn InCoins and exchange them for rewards, you must have a version of the InPost Mobile that includes the program (how to access the program in the InPost Mobile is explained in section II of this appendix).

How to Exchange Points for Rewards and What Rewards Can You Receive?

As a program participant, you have access to all available rewards within the reward catalog provided in the InPost Mobile.
You can exchange InCoins for rewards in the reward catalog available in the InPost Mobile under the "Rewards" section. Some rewards may only be available for a specified period or until supplies last. We will inform you of such situations in the description of the reward.
We may change the reward catalog. You do not lose the rights to rewards obtained before such changes. The current reward catalog is always available in the InPost Mobile with program access..
We may offer participation in periodically organized lotteries, contests or promotions as a reward—under the terms described in sections IV.3 and IV.4 of this appendix.
As a reward, we may also offer you the opportunity to participate in or support campaigns and initiatives, including charitable or social campaigns. These may involve exchanging or donating InCoins for specific purposes indicated in the reward description in the reward catalog.
The reward catalog contains information about the number of InCoins needed to exchange for a reward, the reward's validity date (applies to all rewards).
To exchange InCoins for a reward, you must have a sufficient number (required for the exchange, according to the reward description available in the reward catalog).
The reward you exchanged for InCoins will appear in the "My Rewards" section of the InPost Mobile. You can also set the InPost Mobile to send the reward to the email address you provided.
You cannot return a reward exchanged for InCoins or exchange it for money.

How to Withdraw from the Program?

If you do not wish to participate in the program, you don't have to be an active participant. We encourage you to read section III.4 of the Terms. This means you can continue using the InPost Mobile and skip any functionalities related to the program. The program is part of the InPost Mobile, so if you do not want it to be available, you must stop using the InPost Mobile entirely and delete your InPost Account. Instructions on how to stop using the InPost Mobile are described in section 10.2 of the Terms.
If you recreate your InPost Account, even using the same or similar personal data, we do not restore previously earned InCoins.
Logging out of the InPost Mobile does not mean deleting InCoins or stopping their accrual.
After logging back into the InPost Mobile, you will regain access to your InPost Account and transaction history.

Where and How Can You File a Complaint?

Complaints are handled according to the Terms and Polish law.
If you choose a reward that is a coupon entitling you to receive goods or services from us, we are liable to you in accordance with the Consumer Rights Act regarding non-compliance of goods or services with the contract. The exchange of a reward for a defect-free one occurs if you return the defective reward to us.
If you choose a reward that is a coupon entitling you to receive goods or services from a partner, we are only responsible for ensuring the partner will honor such a coupon within its validity period and according to the rules set in the reward catalog. The partner is responsible for the goods or services (including their quality).
You can also file a complaint about a reward if its redemption is not possible (for example, if the reward is a discount code that is incorrect or does not activate the discount). If the error occurred on our part, we will return the InCoins you exchanged for the defective reward.
We are not liable for non-compliance of a tangible reward obtained through a lottery (i.e., non-compliance of goods or services with the contract). All complaints about rewards from the lottery organizer, including exchanging a defective reward for a defect-free one, should be directed to the organizer of such a lottery.

What Other Information About the Program Should You Know?

1. If you commit violations described in sections 2.2 and 2.3 of the Terms within the program, it may lead to consequences described in section 2.4 of the Terms. Regardless, in cases mentioned in sections 2.2 and 2.3 of the Terms—if they pertain exclusively to program violations—we will request you to cease them, providing an appropriate deadline, always not shorter than 7 days (counted from the day after you receive the request). If you do not comply with our request, we may permanently deprive you of part or all of the InCoins you have collected (depending on the nature of the violation). We will justify each decision and communicate it to you in the InPost Mobile. You can file a complaint about such a decision (according to the principles described in the Terms). 2. **InCoins** earned by you before February 1, 2026, remain valid for 24 months under the previous version of the Terms. When you redeem or use **InCoins**, they are deducted starting from the oldest to the newest.

Appendix B1.2 – InPost Pay Terms and Conditions

These additional terms and conditions apply to the InPost Pay service offered within the application - InPost Mobile.

The terms define the rules for providing the InPost Pay service via the InPost Mobile. The conditions of sale of goods or services remotely, concluded between you and the seller, are governed by the seller's sales terms.

Within these terms, we establish our and your rights and obligations related to using the InPost Pay service.

What is InPost Pay?
1. InPost Pay enables a quick purchase path in the seller's online store using personal data saved by you, as well as payment and delivery data within the InPost Account.
2. The InPost Pay service is available for remote sales agreements where delivery is to be made by InPost.
3. Within the InPost Pay service, we create a cart in the InPost Mobile, which is a digital service that allows you to:
place an order in the online store of the chosen seller via the InPost Mobile,
enter discount codes to reduce the payment amount for the order according to separate terms,
display the order summary (including possible delivery costs),
display the expected delivery date of the order,
make payment for the order through the payment gateway.
1. The cart is single-use. providing this service ends when you place an order or opt not to place it. However, the cart remembers information about selected InPost Mobile for the next 30 (thirty) days. Storing the cart's contents for this period does not guarantee the availability of selected goods or services to enable placing an order later.
2. We may inform you about the saved cart contents without finalizing the order, using messages under the InPost Mobile terms.
3. Using the InPost Pay service, including the cart service, is not associated with paying additional fees.
4. The payment gateway is part of the InPost Pay service. The payment gateway allows you to use selected payment methods for the order. The list of available payment methods is available in the InPost Mobile.
5. In every case, the sales agreement for goods or services is concluded directly with the seller. Within InPost, we only provide the digital functionality for creating the cart and completing the purchase process within the InPost Mobile.
How Can You Use InPost Pay?
General Information
1. To use InPost Pay, you must have an InPost Account, accept the current InPost Mobile terms, and the InPost Pay terms.
2. Before using InPost Pay for the first time, we will ask you to fill out an interactive form in the InPost Mobile and provide:
your name,
your e-mail address,
your residential address.
1. You can opt out of using the InPost Pay service at any time. Remember that deleting the InPost Mobile from your device is not equivalent to deleting your InPost Account or InPost Pay service data.
How Does the Purchase Process Work in InPost Pay?
1. You can start the purchase process with InPost Pay at any chosen seller's online store according to the available options. By clicking the "Add to InPost Cart" button on the selected product or service page on the seller's site, you will issue a command to transfer cart data to the InPost Mobile.
2. Then:
If you have an outdated InPost Mobile version, we will ask you to download and install the latest InPost Mobile version;
If you do not have an active InPost Account, we will ask you to register an InPost Account. We may also ask you to indicate preferred delivery and payment methods with InPost Pay;
If you have the current InPost Mobile version, an active InPost Account, and are logged into the InPost Mobile, we will guide you through pairing the shopping cart with the InPost Mobile and creating the cart using instructions displayed sequentially on the seller's online store and in the InPost Mobile.
1. After pairing the shopping cart and creating the cart in the app:
You will confirm the delivery and payment method in the InPost Mobile and review and accept the seller's sales terms;
You will place the order by clicking the "Order and Pay" button (in InPost Mobile versions older than 3.50, this button reads "Buy and Pay");
You will accept the sales terms of the chosen seller.
1. Acceptance of the seller's sales terms is necessary for us to successfully complete your purchase process.
2. When you buy products or services from the seller, the sales agreement is concluded according to the seller's sales terms, accepted by you. Usually, when you place an order, it means the sales agreement is concluded. However, sometimes the seller may specify in their sales terms that your order is only a purchase offer. In such cases, the sales agreement is concluded only when the seller, after verifying the availability of the ordered goods, confirms that they accept your order and can fulfill it. Confirmation of the order by the seller means acceptance of your purchase offer and the conclusion of the sales agreement.
3. If you purchase goods or services from the seller's online store and pay for them through InPost Pay, you automatically select delivery via InPost. You can choose the delivery from the options available in the InPost Mobile.
4. The seller sends confirmation of the sales agreement along with the sales terms to the email address you provided during InPost Account registration. The seller issues and sends documents confirming the purchase of goods or services through InPost Pay according to their own sales terms.
Hot Products in InPost Pay
1. Within InPost Pay, we may promote offers and display information encouraging the purchase of selected goods from chosen sellers. We may also use placement mechanisms as defined by the Act on Counteracting Unfair Market Practices, which involves highlighting and specially marking seller offers within the visible "Hot Products" feature in the Shopping section of the Discover tab in the InPost Mobile. These offers are marked as promoted offers in two formats:
Carousel:

Offers displayed with the name, store logo, price, and image visible;
Users can click on an offer to view its details

Dropdown List (by clicking "see all") - presents a larger number of offers.
1. We highlight Hot Product offers based on specific criteria, such as the popularity of a given item, user interest, and high demand for certain goods. We do not receive any benefit related to the promoted item.
2. By clicking "I want this!" on the carousel or "+" on the dropdown list, you will be redirected to the product page on the seller's online store, where you can finalize the purchase - either directly on the seller's website or as a standard purchase through InPost Pay.
3. The exact order of display and the promotion period of products within the Hot Products functionality is determined based on:
your history of previous clicks on Hot Product offers;
your purchase history;
your search queries in the InPost Mobile.
1. You initiate the purchase of a product from a promoted offer within the Hot Products functionality in the selected online store. After starting this process, you may - but are not required to - pair your cart with InPost Pay and continue placing the order in the InPost Mobile.
What Are the Technical Requirements for Using InPost Pay?
1. The InPost Pay service is available on mobile devices with the Android operating system with active Google services or iOS. You can use InPost Pay only after logging into your InPost Account in the InPost Mobile.
2. The technical conditions for using the InPost Mobile are defined by its terms.
3. We do not guarantee the proper functioning of the InPost Pay service if you use hardware and software that do not meet the app's technical requirements.
How Do You Pay for Your Order in InPost Pay?
1. When you add goods or services to your cart in the InPost Mobile, you will see their full prices, including all charges such as duties and taxes, including VAT. If there are any payment restrictions for your order, the seller will inform you of them in their online store no later than at the start of placing the order.
2. Directly before placing the order, that is, before clicking the "Order and Pay" button (in InPost Mobile versions older than 3.50, this button reads "Buy and Pay"), we will show you the total price of the goods or services and any additional charges in the InPost Mobile.
3. Payments in InPost Pay are processed by external payment service providers. Before paying, familiarize yourself with and accept the payment provider's terms, following the instructions displayed on the screen.
4. Some payment methods, such as deferred payment, may require you to accept additional terms and undergo additional verification to ensure you meet the conditions set by the provider of that payment method.
5. If you place subsequent orders through InPost Pay, the InPost Mobile will remember the payment method you previously selected and display it when placing a new order. You can manually change the payment method to another by selecting from the available options on the dropdown list in the order summary in the InPost Mobile.
6. The seller covers the fees for using the payment methods you choose, except for transaction fees charged by your bank. You bear the costs associated with deferred payment according to the conditions set by the provider of this service. We will inform you of these costs no later than at the start of placing the order in the InPost Mobile. The payment service provider always provides information regarding these charges.
7. Payment for goods or services you purchase goes directly to the seller. When placing an order in the InPost Mobile, you can indicate that someone else (e.g., your employer) will pay for you by selecting the appropriate option in the order form.
8. In the app's cart, you can use vouchers and discount coupons granted to you. You can combine them, but the final amount to be paid by you cannot be less than 1 złoty (PLN). The rules for using vouchers and coupons are defined by separate terms adopted by their issuers. Vouchers and coupons from sellers are applied first, followed by those granted by us at InPost.
Delivery Terms with InPost Pay
1. When using InPost Pay, you can select only delivery options offered by InPost. The available delivery options are described in the InPost regulations, which you can find at: Regulaminy InPost - these include the regulations for the "Paczkomaty 24/7" service by InPost Sp. z o.o. and the InPost Mobile regulations. If you pay for purchases via InPost Pay, you automatically choose delivery through InPost according to the options displayed in the InPost Mobile.
2. Directly before placing an order in the InPost Mobile, you will see the delivery options, schedules, and costs available for your cart. The seller will inform you of any delivery restrictions no later than at the start of placing the order in their online store.
3. In your InPost Account, you can add and save delivery addresses to use for future orders in InPost Pay.
4. You can track your delivery status in the InPost Mobile under the "Tracking Shipments" section.
Payment Card Terms
General Information
1. The following provisions apply to your activities in InPost Pay if you consent for InPost to save and store a unique code (token) of your payment card used for purchases in online stores of sellers via InPost Pay.
2. Within InPost Pay, we provide a service for storing your payment card code (payment token). This service is free of charge.
3. If you consent to save the payment token, it will constitute an agreement between you and InPost for providing electronic services. You do not need to provide this consent to use the InPost Mobile and InPost Pay.
4. The payment token storage service is available only to InPost Mobile users and is provided according to its regulations.
5. The rules for using the payment gateway and available payment methods are described in other sections of the regulations.
What Does the Payment Token Storage Service Include?
1. InPost allows you to save an encrypted payment card code (payment token) in your InPost Account for easier and secure card payments for goods and services purchased from sellers in InPost Pay.
2. You can use the payment token storage service only for your payment card, for which a token has been previously generated. You cannot use a payment card code belonging to someone else.
3. You can save more than one payment token in your account.
4. As part of the payment token storage service, we use a third-party service for generating network tokens in cooperation with globally recognized card organizations, such as Visa and MasterCard. This means that if your payment card expires, a new card issued by your bank will be visible in your InPost Account via the associated token, allowing you to use it for further payments until you delete the saved token from your InPost Account.
5. InPost does not store full details of your payment card, such as the number, expiration date, or CVC/CVV code.
6. Payment tokens are stored securely, protected from unauthorized access.
7. You can generate and save a payment token after making your first card payment in InPost Pay and completing strong authentication, as well as after consenting to save the generated payment token in the InPost Mobile.
8. Strong authentication is conducted via your bank's or payment institution's website or mobile InPost Mobile, according to the terms of your agreement with them or the payment card's regulations.
How Can You Use the Payment Token Storage Service?
1. To use the payment token storage service, you must have the latest InPost Mobile version, create an InPost Account, use InPost Pay, and agree to save the payment card code (payment token) in the InPost Account settings. You can use the payment token storage service only after logging into your InPost Account.
2. Using the payment token storage service requires you to set a PIN number, which allows access to the InPost Account functions for saving the token.
3. You can opt out of the payment token storage service at any time by deleting all saved tokens from your InPost Account.
4. During a purchase via the InPost Mobile, payment by card is the default payment option displayed. You can change it and select another payment method from those available in the payment gateway.
5. By clicking the "Order and Pay" button (in InPost Mobile versions older than 3.50, this button reads "Buy and Pay") after selecting card payment, you agree to initiate the payment process using the payment token.
6. The second and each subsequent payment using the payment token does not require strong authentication unless the card issuer deems it necessary.
7. Card payments are processed and settled by the payment gateway provider.
8. InPost does not provide payment services to you or your selected seller. At no stage of the purchase process do we have access to payment funds; we do not participate in their processing or settlement and are not responsible for their correct execution.
What Are We Responsible For?
Scope of InPost Responsibility
1. Within InPost Pay, we help you complete the purchase of goods or services from the seller via the InPost Mobile. However, the sales agreement for these goods or services is concluded directly between you and the seller, and InPost is not a party to it. The seller is responsible for all matters related to the sales agreement, offer, and purchase warranty.
2. InPost is responsible for the operation of the InPost Mobile, including InPost Pay, under the regulations, and for delivery according to separate regulations. Payment confirmation for an order from the seller is sent to you by the entity handling payments through the payment gateway.
3. By accepting these terms, you agree that:
The payment gateway may be temporarily unavailable—any such unavailability will be communicated to you as soon as possible via the app;
The functions of the payment gateway may change;
If you wish to use the deferred payment service for an order in InPost Pay, you must undergo additional verification. We are not responsible for the inability to fulfill your order if you do not meet the conditions required by the provider of this service or if the payment fails for any other reason.
1. Our responsibility in other areas of our business related to InPost Pay is described in separate regulations concerning postal services, which you can find on our website: Regulaminy InPost.
What Is the Seller Responsible For?
1. Within InPost Pay, the seller is responsible for:
complying with all legal obligations towards you, especially those related to your consumer rights, conformity of goods with the sales agreement, quality guarantee, and the right to withdraw from a remotely concluded agreement;
clearly informing on their website, at the beginning of the order placement process, about all terms and restrictions related to delivery and payment, especially about delivery costs;
sending you confirmation of the sales agreement and sales terms according to applicable regulations;
proper execution of the sales agreement, including delivery of goods to you and ensuring that the goods comply with the sales agreement.
1. Other rules of the seller's responsibility are defined by their sales terms, which you must accept each time before completing an order in the InPost Mobile.
What Are You Responsible For?
1. Remember that you are solely responsible for providing correct and complete information during InPost Account registration or updates. This includes account data used for logging into InPost Pay (Google, Apple ID), payment methods, and the delivery address and method.
2. related to using InPost Pay, you are responsible for damages resulting from:
using the payment token storage service if the payment card encrypted with the token belongs to someone else;
sharing login data with third parties;
an unauthorized third party using a mobile device on which you have the InPost Mobile installed or saved login data. Your responsibility is excluded from the moment you report the loss or theft of this device to us and we block the InPost Mobile, or when you change your InPost Account login data.
1. Your rights and obligations towards the seller related to the purchase of goods or services in InPost Pay are defined by the seller's sales terms and applicable legal regulations.
2. Your rights and obligations towards the payment gateway provider related to agreements concluded with them are defined by the provider's service terms and applicable legal regulations.
How to File a Complaint About InPost Pay?
1. If you have any problems with the app's operation, InPost Pay service, or payment token storage, you can file a complaint online at: Złóż reklamację w InPost.
2. The complaint should include your name, surname, email address used for account registration, and a description of the problem. If it concerns payment token storage, also provide the payment card number.
3. We will review your complaint within 30 days of receipt. On the day we receive the complaint, we will send you an email confirming its receipt.
4. We will inform you of the complaint resolution via email to the address from which you sent the submission.
5. Complaints regarding the sales agreement are handled by the seller according to their established terms.
6. If your complaint concerns the payment service, report it directly to the payment provider, following the principles and deadlines specified in their regulations. If you submit such a complaint to us, we will forward it to the payment provider and inform you.
What Is the Significance of the Terms and Conditions and How Do We Change Them?
1. By accepting the terms, you enter into an agreement with us for providing electronic services.
2. If you use InPost Pay in a manner inconsistent with the terms or legal regulations, your InPost Account may be blocked by us at any time and with immediate effect.
3. If you delete your InPost Account, our agreement with you for using InPost Pay is immediately terminated. You can delete your InPost Account at any time. We may also delete the InPost Account on our initiative in cases specified in the terms, such as when you submit content to the InPost Mobile that violates the law, as well as if we cease operations related to InPost Pay.
4. If you are a consumer, you have 14 days to withdraw from the agreement with us without giving a reason. You can do this by sending us an appropriate statement. InPost will confirm receipt of your statement via email.
5. You can stop using InPost Pay at any time. If you do not agree to changes in the terms or privacy policy, you must do so no later than the day before they come into effect.
6. After deleting your InPost Account, you can recreate it at any time. When you delete your InPost Account, all data about your transactions and cart will be removed from the InPost Mobile, and restoring them is not possible. InPost may store this data in its systems until the complaint deadlines expire. If you create a new InPost Account, you must enter the data from scratch.
7. The agreement for payment token storage ends immediately when you delete your InPost Account. However, you can stop using the payment token storage service at any time.
8. We may change the terms if the law or InPost Mobile functions, including InPost Pay, change, and in situations described in the InPost Mobile terms.
What Other Information About InPost Pay is Worth Knowing?
1. All rights to the InPost Mobile, including InPost Pay, and its texts, graphics, photos, videos, programs, tools, databases, trademarks and logos belong to InPost. You cannot copy or share materials from the InPost Mobile without written permission from InPost unless the law allows it.
2. If something is not expressly regulated in these terms, the principles from other InPost terms apply, which you can find on the website: Regulaminy InPost.
3. All matters related to these terms and the use of InPost Pay are governed by Polish law. Disputes will be resolved by the appropriate Polish court.

Appendix B1.3 - Consumer rights regarding digital content or services

Article 43j of Polish Consumer Rights Act

Full Text on Consumer Rights:

The entrepreneur shall provide the consumer with digital content or a digital service promptly after the conclusion of the contract, unless the parties have agreed otherwise.
Digital content is considered delivered when the content itself or the means to access or download the digital content has been made available to the consumer or a physical or virtual device chosen by the consumer for this purpose, or when the consumer or such device has gained access to it.
A digital service is considered delivered when the consumer or a physical or virtual device chosen by the consumer for this purpose has gained access to it.
If the entrepreneur has not delivered the digital content or digital service, the consumer may request its delivery. If the entrepreneur does not deliver the digital content or digital service promptly or within an additional, explicitly agreed timeframe by the parties, the consumer may withdraw from the contract.
The consumer may withdraw from the contract without requesting the delivery of digital content or a digital service if:
1. It is clearly evident from the entrepreneur's statement or circumstances that they will not deliver the digital content or service, or
2. The consumer and entrepreneur agreed, or it is clearly evident from the circumstances of the contract conclusion, that a specified delivery date of the digital content or service was significant for the consumer, and the entrepreneur did not deliver them within that date.
The burden of proof for the delivery of digital content or a digital service lies with the entrepreneur.
In the event of the consumer withdrawing from the contract, the provisions of Article 43o apply accordingly.
The provisions of paragraphs 1-7 do not apply if the contract stipulates the delivery of digital content via a tangible medium.

Summary of Key Information:

Services that qualify as "digital content" or "digital services" are provided to you promptly unless we have informed you of a different delivery time before you select them. If, despite selecting the digital content/service, you do not have access to it, you may request its delivery from us. You also have the right to withdraw from the contract under the terms described in the summarized provision.

Article 43h of Polish Consumer Rights Act

Full Text on Consumer Rights:

Digital content or digital services are considered compliant with the contract if, in particular, their:
1. Description, type, quantity, quality, completeness, functionality, compatibility, interoperability, and availability of technical support and updates are consistent with the contract;
2. Suitability for a particular purpose that the consumer needs, which the consumer informed the entrepreneur of no later than at the time of contract conclusion and which the entrepreneur accepted.
Additionally, for digital content or digital services to be deemed compliant with the contract, they must:
1. Be suitable for purposes for which digital content or services of the same type are normally used, considering applicable legal provisions, technical standards, or good practices;
2. Be provided in such quantity and possess such features, including functionality, compatibility, availability, continuity and security, as are typical for digital content or services of the same type, which the consumer can reasonably expect, taking into account the nature of the digital content or service and public assurances made by the entrepreneur, their legal predecessors, or persons acting on their behalf, particularly in advertising or labeling, unless the entrepreneur demonstrates that:
  - 1. They did not know about the public assurance and, reasonably assessing, could not have known about it;
    2. The public assurance was corrected before the contract was concluded, maintaining the conditions and form in which the public assurance was made, or in a comparable manner;
    3. The public assurance did not influence the consumer's decision to conclude the contract;
3. Be provided with accessories and instructions that the consumer can reasonably expect to be delivered;
4. Be consistent with the trial version or announcement made available to the consumer by the entrepreneur before contract conclusion.
The entrepreneur informs the consumer about updates, including security updates, necessary to maintain compliance of the digital content or service with the contract and provides them to the consumer for the duration:
1. specified in the contract for the continuous delivery of digital content or services, or
2. reasonably expected by the consumer, considering the type of digital content or service and the purpose for which they are used, and the circumstances and nature of the contract if the contract provides for the delivery of digital content or services as a single event or in parts.
If the consumer does not install updates provided by the entrepreneur within a reasonable time according to paragraph 3, the entrepreneur is not liable for non-compliance of the digital content or service with the contract resulting solely from the lack of updates, provided that:
1. the consumer was informed about the update and the consequences of not installing it;
2. non-installation or incorrect installation of the update was not due to errors in the installation instructions provided by the entrepreneur.
The entrepreneur is not liable for non-compliance of the digital content or service with the contract concerning paragraphs 2 or 3 if the consumer, no later than at the time of contract conclusion, was explicitly informed that a specific feature of the digital content or service deviated from the compliance requirements specified in paragraphs 2 or 3, and explicitly and separately accepted the lack of a specific feature of the digital content or service.
If the contract provides for the continuous delivery of digital content or services, the digital content or service must remain compliant with the contract for the duration specified in the contract.
Digital content or services are delivered in the latest version available at the time of contract conclusion unless the parties agree otherwise.
For the integration of digital content or services, the provisions of Article 43b paragraph 5 apply accordingly.

Summary of Key Information:

Examples of whether the digital product offered to you is compliant with the terms are provided in the summarized provision. This also applies to updates of digital content or services (which are necessary to maintain compliance with the terms). We are not responsible for any non-compliance of the digital content/service with the contract (or terms) if, before your selection (e.g., before creating an InPost Account), we clearly informed you that a feature of the product deviates from those described in paragraph 2 of the summarized provision, and you accepted this in a clear and separate manner. Additionally, if we informed you about the necessity of performing updates and the consequences of skipping them (and did not provide incorrect instructions on how to carry out the update), and you still did not perform the update within a reasonable time, we are also not responsible for any non-compliance of the digital content/service with the contract (or terms) resulting solely from the lack of updates.

Article 43l of Polish Consumer Rights Act

Full Text on Consumer Rights:

1. The entrepreneur is responsible for non-compliance with the contract of digital content or digital services delivered as a single event or in parts, which existed at the time of delivery and manifested within two years from that moment. It is presumed that any non-compliance with the contract that becomes apparent within one year of delivery existed at the time of delivery.

2. The entrepreneur cannot rely on the expiration of the time period to identify non-compliance of digital content or services with the contract as specified in paragraph 1 if they have fraudulently concealed the non-compliance.

3. The entrepreneur is responsible for non-compliance with the contract of digital content or digital services delivered continuously, which occurred or manifested during the period they were supposed to be delivered according to the contract. It is presumed that any non-compliance that becomes apparent during this period occurred at that time.

4. The entrepreneur is responsible for non-compliance with the contract of digital content or services in the scope regulated by Article 43k paragraph 3, which occurred during the period specified in that provision.

5. The presumptions specified in paragraphs 1 and 3 do not apply if:

the consumer's digital environment is not compatible with the technical requirements that the entrepreneur clearly and understandably communicated before the contract was concluded;
the consumer, clearly and understandably informed before the contract was concluded of the obligation to cooperate with the entrepreneur to determine whether the non-compliance of digital content or services with the contract is due to the characteristics of the consumer's digital environment, fails to fulfill this obligation.

Summary of Key Information:

We are responsible for any non-compliance of digital content/services with the contract (terms) if it manifests within two years from the time of delivery. Regulations protect your rights, but in certain situations, this protection is limited (as described in paragraph 5 of the summarized provision).

Article 43m of Polish Consumer Rights Act

Full Text on Consumer Rights:

1. If digital content or services are not compliant with the contract, the consumer may request that they be brought into compliance with the contract.

2. The entrepreneur may refuse to bring the digital content or services into compliance with the contract if doing so is impossible or would incur excessive costs for the entrepreneur.

3. When assessing the excessiveness of costs for the entrepreneur, all circumstances of the case are considered, including the significance of the non-compliance and the value of compliant digital content or services.

4. The entrepreneur shall bring the digital content or services into compliance with the contract within a reasonable time after being informed by the consumer of the non-compliance, without undue inconvenience to the consumer, considering their nature and purpose. The costs of bringing the digital content or services into compliance with the contract are borne by the entrepreneur.

Summary of Key Information:

If the digital content/service is not compliant with the contract (or terms), you can request that we correct the non-compliance. We may address the non-compliance within a reasonable time and without undue inconvenience to you, unless bringing the digital content/service into compliance with the contract (or terms) is impossible or would incur excessive costs on our part.

Article 43n of Polish Consumer Rights Act

Full Text on Consumer Rights:

1. If digital content or a digital service is not compliant with the contract, the consumer may issue a statement for a price reduction or withdrawal from the contract when:

bringing the digital content or service into compliance with the contract is impossible or would incur excessive costs, as per Article 43m paragraphs 2 and 3;
the entrepreneur has not brought the digital content or service into compliance with the contract according to Article 43m paragraph 4;
the non-compliance of the digital content or service with the contract persists despite the entrepreneur's attempts to bring it into compliance;
the non-compliance of the digital content or service with the contract is significant enough to justify a price reduction or withdrawal from the contract without prior use of the remedy specified in Article 43m;
it is clearly evident from the entrepreneur's statement or circumstances that they will not bring the digital content or service into compliance with the contract within a reasonable time or without undue inconvenience to the consumer.

2. The reduced price must be proportional to the price in the contract, reflecting the value of the non-compliant digital content or service compared to the value of compliant digital content or service. If the contract states that the digital content or service is delivered in parts or continuously, the price reduction should consider the period during which the digital content or service was non-compliant with the contract.

3. The consumer cannot withdraw from the contract if the digital content or service is provided in exchange for payment of the price, and the non-compliance with the contract is insignificant. It is presumed that the non-compliance of digital content or service with the contract is significant.

Summary of Key Information:

In the situations described by the provision, you can request a price reduction or withdraw from the contract. You cannot withdraw from the contract if the digital content/service is paid for and the non-compliance with the contract (or terms) is insignificant - but it is our responsibility to prove that the non-compliance is indeed insignificant.

Article 43o of Polish Consumer Rights Act

Full Text on Consumer Rights:

1. After withdrawing from the contract, the entrepreneur cannot use content other than personal data provided or created by the consumer during the use of digital content or services provided by the entrepreneur, except for content that:

is useful only in connection with the digital content or service that was the subject of the contract;
relates solely to the consumer's activity during the use of the digital content or service that was the subject of the contract;
has been combined by the entrepreneur with other data and cannot be separated without undue difficulty;
was created by the consumer jointly with other consumers who can still use it.

2. The entrepreneur must provide the consumer, upon request and at the entrepreneur's expense, within a reasonable time and in a commonly used machine-readable format, content created or provided by the consumer during the use of digital content or services, other than personal data, except for content referred to in paragraph 1 points 1-3.

3. The entrepreneur may request the return of the physical medium on which the digital content was delivered within 14 days from the day of receiving the consumer's statement of withdrawal from the contract. The consumer must return the medium immediately and at the entrepreneur's expense.

4. The entrepreneur is not entitled to request payment for the time during which the digital content or service was non-compliant with the contract, even if the consumer actually used them before withdrawing from the contract.

5. The entrepreneur is obligated to refund the price only in the part corresponding to the non-compliant digital content or service and the digital content or service that no longer needs to be delivered due to withdrawal from the contract.

6. The entrepreneur must refund the price due to the consumer as a result of exercising the right of withdrawal from the contract or price reduction promptly, no later than within 14 days from the day of receiving the consumer's statement of withdrawal from the contract or price reduction.

7. The entrepreneur shall refund the price using the same payment method used by the consumer unless the consumer explicitly agrees to another refund method, which does not involve any costs for them.

Summary of Key Information:

The provision describes how and to what extent we can process the data you provided if you withdraw from the contract in accordance with your rights, as outlined in this appendix. It also specifies how you can access these data. Furthermore, the provision establishes rules for refunding the price for non-compliant digital content/services if you exercise the right of withdrawal described in the appendix.

Article 43p of Polish Consumer Rights Act

Full Text on Consumer Rights:

1. The entrepreneur may change digital content or services that are not necessary to maintain their compliance with the contract only if the contract provides for such changes and only for justified reasons indicated in the contract. However, the entrepreneur cannot change digital content or services delivered as a one-time event.

2. Implementing a change mentioned in paragraph 1 cannot involve any costs for the consumer.

3. The entrepreneur must inform the consumer clearly and understandably about the change mentioned in paragraph 1.

Summary of Key Information:

If we provide you with digital content/services continuously or in parts, we may make changes if the contract (terms) allows for such changes and justifies them. The change will not involve any costs on your part. We will inform you about this change.

Article 43q of Polish Consumer Rights Act

Full Text on Consumer Rights:

1. If the change mentioned in Article 43p paragraph 1 significantly and negatively affects the consumer's access to or use of digital content or services, the entrepreneur must inform the consumer with appropriate advance notice on a durable medium about the characteristics and timing of the change and the rights mentioned in paragraphs 2 or 3.

2. In the case mentioned in paragraph 1, the consumer may terminate the contract without notice within 30 days from the day the change mentioned in Article 43p paragraph 1 was made or informed about, if the notification occurred later than the change. Article 43o applies accordingly.

3. Paragraph 2 does not apply if the entrepreneur has provided the consumer with the right to retain, at no additional cost, the digital content or services compliant with the contract in an unchanged state.

Summary of Key Information:

If we intend to make a change to the digital content/service that is significant and negatively impacts your access to or use of the digital content/service, we must notify you in advance in an appropriate manner. If you cannot maintain the digital content/service in its unchanged state without incurring additional costs, you have the right to terminate the contract.

Article 32a of Polish Consumer Rights Act

Full Text on Consumer Rights:

1. In the event of withdrawal from the contract for the delivery of digital content or services, the entrepreneur, from the day of receiving the consumer's statement of withdrawal from the contract, cannot use content other than personal data provided or created by the consumer during the use of digital content or services provided by the entrepreneur, except for content that:

is useful only in connection with the digital content or service that was the subject of the contract;
relates solely to the consumer's activity during the use of digital content or services provided by the entrepreneur;
has been combined by the entrepreneur with other data and cannot be separated or can only be separated with disproportionate efforts;
was created by the consumer jointly with other consumers who can still use it.

2. Except for the cases referred to in paragraph 1 points 1-3, the entrepreneur must provide the consumer, upon request, with content other than personal data that was provided or created by the consumer during the use of digital content or services provided by the entrepreneur.

3. The consumer has the right to retrieve digital content from the entrepreneur free of charge, without obstacles by the entrepreneur, within a reasonable time and in a commonly used machine-readable format.

4. Upon withdrawal from the contract, the entrepreneur may prevent the consumer from further using digital content or services, especially by blocking access to digital content or services or blocking the user account. This provision does not affect the consumer's rights mentioned in paragraph 2.

Summary of Key Information:

The provision outlines the rules for our use of information (other than personal data) in the event that you withdraw from the contract for the delivery of digital content/services, as well as our rights to block access to digital content/services. It also specifies your rights to retrieve the content you provided.

Appendix B1.4: Template withdrawal form

Us:

InPost sp. z o.o.

ul. Pana Tadeusza 4

30-727 Kraków

Template Statement of Withdrawal

(please fill out and return this form only if you wish to withdraw from the contract)

Location, Date:

How to Withdraw?

You have 14 (fourteen) days to withdraw (days counted from the date of receipt of goods).

The completed withdrawal form should be sent to the email address: [email protected] or to our address indicated above.

Please send the paid shipment to our address indicated above.

Name and Surname:

Email Address:

Phone Number:

Statement of Withdrawal from Contract

I hereby declare, based on the Consumer Rights Act of May 30, 2014, that I withdraw from the digital services contract with InPost sp. z o.o., concluded on ………………… (date, year).

Signature

(Name and Surname)

Appendix B2: Services provided in Italy

Version: 1.0

Table of Contents

1) Introduction – What is this Appendix about?

2) Who is the contracting entity?

2_bis_) Description of the Services in Application

3) Which law applies?

3_bis_) Language versions.

4) How do we change the Agreement?

5) How can you get support?

6) How is personal data handled?

7) How can you file a complaint as the sender or the recipient of a parcel?

7-bis) How can you file a complaint as a simple user of the App?

7-ter) Reporting inefficiencies

8) How is compensation paid?

9) Which clauses require your specific approval?

10) What do these terms mean?

Appendix B2.1 – Withdrawal form

1. Introduction – What is this Appendix about?

The Agreement governs exclusively the terms and conditions of use of your InPost Account and the Application through which InPost digital services are made available. The Terms and Conditions set forth in this Regional Appendix (the "Addendum") apply to users either (A) because the contracting entity providing the out-of-Application postal services, whereto the digital services provided through the Application are instrumental or ancillary, is Locker InPost Italia S.r.l., or (B) for the other InPost digital services, including account management, if at the time of the creation of the latter the users in question have been assigned to the Italy region, (with reference to the cases "A" and "B", the "Assignment Rule").

Terms in bold have the meanings explained in the General T&C Glossary and, where not covered there, in the supplementary Glossary at the end of this document.

Who is the contracting entity?

For the services covered by this Appendix, your contracting entity is Locker Inpost Italia S.r.l. with single stockholder (in these Termsafter also InPost Italy, Operator or Contracting Entity) – a company registered and operating under Italian law, with registered office at Viale Cassala no. 30 – 20143 – Milan, Italy, registered with the Chamber of Commerce of Milan Monza Brianza Lodi, REA Number MI–2037066, VAT code and fiscal code and Enterprises’ Register registration no. 08568700960, capital stock € 110,000.00 entirely paid up, subject to the direction and coordination activity of InPost S.A.. 3. This Appendix supplements the Agreement and, where incompatible, takes priority over it. 4. The in-App services (referred to as "In-App Services") provided by InPost Italy on the Application are indicated and described in the table in Part I – B (referred to as the List of Services Provided by InPost) of the Agreement. 5. Locker Inpost Italia s.r.l. may modify the services available on the Application, introduce new ones from those listed in the General T&Cs matrix, or discontinue currently available services. 6. By accepting this Appendix, you also accept any services that may be introduced for Italy in the future from those listed in the General T&Cs matrix. 7. Some services may require you to accept additional terms and conditions for out-of-Application services (referred to as "Out-of-App Services") to which they relate, including the terms and conditions on the InPost Italy website, as in force from time to time, which you can find at: https://inpost.it/termini-e-condizioni.

Description of In-App Services

Below is a list and brief description of the In-App Services that InPost Italy may make available on the App. For an up-to-date list of the Time-by-Time In-App Services provided by InPost Italy, please check the Functionality Matrix in the current General Terms and Conditions, under the Italian region column.

User Login and Registration: Create and Manage a Personal InPost Account
Package status tracking: Tracking the status of the package. In this regard, this service is not applicable to parcels whose transport service has been purchased on the Inpost Italy website with Inpost Direct.
Modification of user data (and especially change of email address): Updating and management of the user's personal information and contact details
Package status notifications: receive timely updates and alerts regarding the delivery status of your package
APM & PUDO Maps: Access to interactive maps to locate the nearest locker or pick-up point
APM Remote Open: Opening the designated locker/AMP locker directly from the smartphone application.
Marketing communication: receiving promotional offers, news and updates
Car Play and Android Auto app: Opening the designated locker/AMP locker directly from the smartphone app integrated with the car.
Easy access zone: possibility of choosing a locker box that is accessible.
Redirection: In – App Service that allows you to change the delivery destination of the package in the Out – of – App Services.
Inpost Direct: In - App service for the online purchase of the Out - of - App Service, which is named "Inpost Direct" as well. Once this purchase has been completed, the Terms and Conditions available at : inpost.it/termini-e-condizioni shall apply.
1. Which law applies?

This Appendix is governed by Italian law and complies with the requirements of Italian postal law. If you are a consumer, the mandatory provisions of the law of your place of residence that offer you more favourable protection will also apply.

If the general conditions of the Out-of-App Service conflict with this Appendix, the Out-of-App Service conditions prevail. If this Appendix conflicts with the General T&Cs, this Appendix prevails.

The InPost Italy Postal Services Charter is available at the link: inpost.it/carta-dei-servizi. The Agreement should always be read in a way that is consistent with the Services Charter.

InPost Italy does not commit itself to participating in alternative dispute resolution proceedings, unless required by law — such as in the dispute settlement procedure before AGCOM described in the Services Charter and in clause 7 of this Appendix.

You can still submit complaints directly to us, following the procedure in Article 7 of this Appendix.

Language versions.

This Appendix is available in Italian and English.

How do we change the Agreement?. Right of withdrawal. 2. In addition to Article 13, Part I, of the Agreement (called "How do we change the Agreement?"), when you are notified of a change to the Agreement, you have the right to accept the change or reject it. If you reject it, you have to close your Account within the period specified in the notice of change or, if no period is given, in the General Terms and Conditions. This is without prejudice to the terms and conditions of the Out-of-App Services. 3. If you do not close your Account within the specified period, your continued use of the Account and/or Application will be considered acceptance of the updated Agreement. In some cases, InPost Italy may ask for your express acceptance of the updated Agreement before you can continue using the Application. 4. In any case, you may exercise your right to withdraw from the Agreement by closing your Account or by sending InPost Italy the withdrawal form attached below (Appendix B1.4) and duly completed. Please note that withdrawal does not affect contracts already concluded for out-of-App services, and that after withdrawal you will no longer be able to use the Application or your Account. 5. How can you get support?

You can get quick answers and assistance by contacting us at:

Telephone assistance numbers: +39 0238582894 (both from landlines and mobiles, costs depend on the toll-free number of the telephone operator).

E-mail address: [email protected] .

Customer service availability: Monday - Saturday, 8:00 - 20:00 CEST.

How is personal data handled? 2. Your personal data is processed in accordance with applicable data protection legislation, including Regulation (EU) 2016/679 ("GDPR"). 3. Our Privacy Policy and Cookie Policy explain how and why we process your personal data and how you can exercise your rights. You can find them at: terms.inpost-group.com/en/privacy-policy We encourage you to read them carefully. 4. To be fully transparent about how personal data is managed under the Agreement, here is an overview of the roles of the InPost group companies.

InPost sp. z o.o. ("InPost Poland") is the Data Controller of the personal data relating to the InPost Account, with specific reference to the processing operations related to the management of the security of the account, as well as the analysis and improvement of the quality of the service.

InPost Italy is the Data Controller of the personal data relating to the Mobile Application and providing the services offered through it.

Each Data Controller may appoint third parties as Data Processors under Article 28 of the GDPR. In particular, for certain processing related to services provided through the Mobile Application, InPost Poland acts as a Data Processor appointed by InPost Italy, acting on its instructions and on its behalf. 2. InPost Italia has appointed a Data Protection Officer under Article 37 of the GDPR (the "DPO" or "Data Protection Officer"). You can reach the DPO at: [email protected]. 3. You can find the contact details of InPost Poland’s DPO in the Privacy Policy. 4. How can you file a complaint as the sender or the recipient of a parcel? 5. If you are the sender or the recipient of the parcel, for the shipment of which an Out-of-App Service has already been purchased, and there has been an inefficiency with an In-App Service thereto related, you can file a written complaint with the Contracting Entity in the form, way and manner set out in the Services Charter and this article 7. to do so, if you are the recipient, you need however to provide the Contracting Entity with the prior written waiver of the sender’s right to file such a complaint, together with your written complaint.

Complaints submitted in any other way will not be accepted, and we will let the complainant know.

Whenever you cannot file a complaint under paragraph 1 above, you can still file a complaint with the Contracting Entity under article 7-bis) below. 2. You cannot file a complaint through a Locker, a PUDO or PUDO staff. 3. You may submit a complaint no later than 6 months from the day the Package was delivered to us by the Sender. 4. Complaints submitted after this deadline will not be accepted. 5. Without prejudice to your possible right to sue the Operator for damages under Applicable Law, as the rightful complainant under paragraph 1 above, provided that you also fulfill the other requirements under paragraphs 2 through 5 above, you are entitled to compensation for inefficiencies as specified in the table attached to the Services Charter, which you can find at: https://inpost.it/carta-dei-servizi. 6. The compensation referred to in paragraph 6 will not be paid where the Contracting Entity’s liability is excluded . 7. if a complaint submitted in electronic form, we will verify your identity by comparing the information you provide with the data in our system, to confirm whether you are the sender or recipient. This includes: name, surname, label number, e-mail address, telephone number. 8. The complaint must contain at least:
the name and surname or company name of the complainant;
if a complaint submitted by the recipient, the sender's Right to Claim Waiver form duly completed and signed, which can be found at the link: https://inpost.it/carta-dei-servizi;
the subject matter of the complaint;
the number of the shipping confirmation document or the number of the Package;
the reason for the complaint;
the signature of the complainant, in the case of a complaint submitted by registered mail, or the identification data of the complainant, in the case of a complaint submitted in electronic written form;
date of submission of the complaint;
list of any attached documents (e.g. photographs of the damaged package); e
the telephone number or e-mail address of the Complainant.
1. We will respond to complaints within 45 (forty-five) days of receiving a properly submitted complaint with all required attachments.
2. If your complaint does not meet the applicable requirements, we may contact you within 45 days to ask you to correct it. If you do not, the complaint will not be further investigated. We will provide you with a list of what needs to be corrected, along with a reasonable deadline and the consequences of not making corrections in time. This correction period will not count towards the 45-day response deadline mentioned in paragraph 10.
3. Messages about service issues that do not include an express request for compensation are not considered complaints under this Article 7.
4. The complaint procedure is considered exhausted when we communicate our decision — whether we accept, partially accept, or reject your complaint.
5. If we rule in your favour, or we otherwise reach an agreement, payment of the full agreed compensation will conclude the matter and you will not be able to initiate the conciliation procedure described in paragraph 15.
6. If you are not satisfied with the outcome of the complaint procedure, or if we do not respond, you may request a conciliation procedure with us, following the rules in the Services Charter. You may seek assistance from a national consumer and/or user association. The conciliation procedure will be concluded within 60 (sixty) days, with a report drawn up on the outcome.
7. If the conciliation procedure results in an agreement, payment of the full agreed compensation will prevent further recourse to AGCOM as described in paragraph 17.
8. If you are not satisfied with the outcome of the conciliation procedure, you may submit a request for dispute settlement to the Communications Authority ("AGCOM"), as indicated in the Services Charter. You may seek assistance from a national consumer and/or user association.
9. Regardless of the above remedies, you may also, at any time under Applicable Law, take legal action against us and/or initiate any of the alternative dispute resolution procedures provided for by Applicable Law.
10. If you are a consumer, the court of your place of residence or domicile in Italy will have jurisdiction. In other cases, the courts generally provided for by law will apply.

How can you file a complaint as a simple user of the App?

In case you experience an inefficiency with an In-App Services but you or the service in question fail to meet the requirements under paragraph 1 of Article 7 above, you may still address a written complaint to the Contracting Entity. 2. In such a case, only paragraphs 3 through 13, 18 and 19 of Article 7 above shall apply, insofar as applicable to your case.
Reporting inefficiencies

Even if you do not request compensation for an inefficiency, so that your demands do not qualify as a complaint under either articles 7) or 7-bis) above, you can still reach out to us to report any issue with the In-App Services, under article 5) above.

How is compensation paid?

If, at the end of the out-of-court proceedings described above, we uphold your complaint or AGCOM accepts your request, we will pay the compensation due within 30 days from our acceptance of the complaint or from AGCOM’s decision.

Which clauses require your specific approval?

Pursuant to and for the purposes of Articles 1341 and 1342 of the Italian Civil Code, you confirm that, having read and understood the content, you specifically approve the following clauses: Article 12.2, Part I – A of the General T&Cs – Unilateral amendments to the General T&Cs; Article 14.3, Part I – A of the General T&Cs – Unilateral withdrawal from the Agreement or unilateral termination of the service by Inpost; Art. 4) Unilateral amendments to the Agreement by of InPost Italy, with the obligation to withdraw by the user in the event of non-acceptance of the modification - art. 7) Complaints (Termination of services in the event of non-acceptance of the changes to the Agreement and/or this Appendix) of this Appendix; art. 2.5 (Acceptance for services that may be introduced in the future for Italy) and 2.6 (Acceptance of specific Terms and Conditions of Out-of-App Services available on the Inpost Italy website) of this Addendum.

What do these terms mean?

Out-of-App postal services: postal and/or logistics services to which In-App Services are instrumental or ancillary;
In-App Services: digital services provided through the Application

Appendix B2.1: Model Withdrawal Form

- pursuant to Article 49, paragraph 1, letter h) of the Italian Consumer Code -

(please complete and return this form only if you wish to withdraw from the Agreement)

Recipient: Locker InPost Italia s.r.l, Viale Cassala, 30, 20143 - Milan

I/we (*) hereby give notice of withdrawal from my/our (*) contract of sale of the following goods/services (*)

Ordered on (*)/received on (*)

Name of consumer(s):

Address of the consumer(s):

Signature of the consumer(s): (only if this form is served on paper)

Date

(*) Delete the unnecessary wording.

PART III – OTHER GLOBAL APPENDICES

Appendix C – List of Contracting Entities

For InPost Account and Appendix B1 to these Terms the contracting entity is: InPost sp. z o.o., a company registered and operating under Polish law, with its registered office in Krakow, at ul. Pana Tadeusza 4, 30-727 Krakow, Poland, entered in the Register of Entrepreneurs of the National Court Register under KRS number: 0000543759, NIP number: 6793108059. You can contact us at www.inpost.pl/kontakt, or by calling 746 600 000 or 722 444 000, by starting a chat provided by us within our services or sending a letter to: InPost sp. z o.o., ul. Pana Tadeusza 4, 30-727 Kraków.
For Appendix B2 to these Terms the contracting entity is: Locker Inpost Italia S.r.l. with single stockholder (in these Terms after also InPost Italy, Operator or Contracting Entity) – a company registered and operating under Italian law, with registered office at Viale Cassala no. 30 – 20143 – Milan, Italy, registered with the Chamber of Commerce of Milan Monza Brianza Lodi, REA Number MI–2037066, VAT code and fiscal code and Enterprises’ Register registration no. 08568700960, capital stock € 110,000.00 entirely paid up, subject to the direction and coordination activity of InPost S.A.

Files to download:

InPost Account Terms and Conditions

Documents effective from 18.05.2026

Open (EN)Open (PL)

Open (IT)Open (ES)

Open (PT)Open (FR)

Archived documents

Effective from 27 April 2026 Valid until 17 May 2026

Open (EN)Open (PL)

Open (IT)

tERMS and conditionstERMSand conditions

General Terms and Conditions of InPost Account Services

PART I - INTRODUCTION

Introduction – What are these General Terms and Conditions of InPost Account Services about?

How are these Terms designed and how can I navigate them?

How do I accept these Terms?

Which language versions apply?

PART I (A) - INPOST ACCOUNT

PART I (B): List of services provided by InPost

Part I (C): Definitions used in the Terms (Glossary of terms)

PART II – GLOBAL AND REGIONAL APPENDICES

PART II (A) – GLOBAL SERVICE APPENDICES

Appendix A1: InPost Application Terms and Conditions

PART II (B) – REGIONAL APPENDICES

Appendix B1: Services provided in Poland

Appendix B1.1 – Loyalty Program Terms and Conditions

What Are the Assumptions of the Loyalty Program?

Who Is a Participant in the Loyalty Program?

Where Can You Learn About the Program and Is Active Participation Required?

What Can You Do Within the Program?

How Can You Earn InCoins in the Program?

How Are InCoins Calculated and How Long Are They Valid?

How to Check the History of InCoins Credited?

How to Exchange Points for Rewards and What Rewards Can You Receive?

How to Withdraw from the Program?

Where and How Can You File a Complaint?

What Other Information About the Program Should You Know?

Appendix B1.2 – InPost Pay Terms and Conditions

Appendix B1.3 - Consumer rights regarding digital content or services

Appendix B1.4: Template withdrawal form

Appendix B2: Services provided in Italy

1. Introduction – What is this Appendix about?

Who is the contracting entity?

Appendix B2.1: Model Withdrawal Form

PART III – OTHER GLOBAL APPENDICES

Appendix C – List of Contracting Entities

Files to download:

tERMS and conditions