Client Terms of Service

1. Agreement and account

These terms govern services provided by Express Poste e Shpejtë (Posta Express / EDS), the eds-ks.com portal and the client application. By selecting the acceptance checkbox when applying, you accept these terms on behalf of your business and confirm that you have authority to do so.

Provide accurate, complete and current business and contact details. Applying does not activate an account: EDS reviews applications and may approve or reject them where information is false, incomplete or cannot be verified. Protect your password and restrict account access to authorised people.

2. Accurate shipment registration

For each shipment enter the recipient’s real first and last name, not only an Instagram/Facebook handle; contact number; country, city, neighbourhood, street and full address. For Prishtina choose the correct neighbourhood from the list. “City” or “centre” alone is insufficient: the parcel may remain at the depot and miss dispatch that day.

Use one primary phone number in the format requested by the form. Put any additional number in special instructions. Declare contents, weight, value and the amount to collect accurately. An amount of 0 instructs the courier not to collect money from the recipient; an amount omitted from the printed label still needs to be entered in the system.

“Number of pieces” means physically separate parcels, not items inside them. Enter weight as accurately as possible; declaration is mandatory for every parcel over 5 kg. Missing weight may delay processing by up to 24 hours for verification. Albania shipments also require a product description and weight.

3. Labels, packaging and handover

Register shipments and mark them “Ready for Pick Up” before handover. Count parcels with the courier and make sure digital records match physical parcels. A system entry is not proof of physical receipt; “Picked up from client” entries without a received parcel may be corrected or removed.

Print the EXPRESS label and attach it visibly to a clean surface. Cover old or other operators’ barcodes. Do not reuse completed or refused shipment codes. Labels are printed in “Shipment Created” and “Ready for Pick Up” status. Handwritten codes risk loss or confusion; parcels without printed labels are not guaranteed dispatch that day.

Use suitable outer packaging and internal protection. Give fragile goods extra protection, mark them “Fragile”, and select “Sensitive product: Yes” in the system. For international shipments use a shipping envelope or cardboard box suitable for transport in sacks; the product’s own bag alone is insufficient. Responsibility for damage caused by inadequate packaging or labelling is addressed in section 10 below.

4. Timing, opening and resends

The handover cutoff at the Fushë Kosovë point is 09:00. Parcels received later are not guaranteed same-day dispatch. Special-area schedules, holidays, weather, customs and partner restrictions may affect timing. Check current notices for your route.

Set the parcel-opening option correctly before dispatch. If “No” is selected, including shipments to Albania and North Macedonia, the recipient cannot request opening as part of that attempt. A later change may require a resend, if that service is available.

Under the notice dated 20 July 2026, resends are suspended until further notice. When EDS confirms availability again, a sender-requested resend costs an additional €1, except where EDS made the error. A comment or system change alone does not guarantee a resend.

5. Exchanges and product collection

For exchanges, use “EXCHANGE”, link the relevant shipment code and explain in special instructions what must be collected from the recipient. Give the recipient the code to place on the returning parcel. Follow the selection window supported by the system; the relevant notice provides up to 45 days.

A service involving product collection and onward delivery requires two separate codes: a collection code and a delivery code. Contact Support to arrange collection. For exchanges in Albania/North Macedonia confirm service acceptance in advance; EDS does not verify returned contents and does not guarantee the correct product was returned. This does not exclude liability required by law.

6. Pricing and additional services

The base price for new clients is €2.50 per standard domestic shipment within Kosovo up to 5 kg. This replaces the old €2 base price; the previously announced €0.50 increase is not added again on top of €2.50.

Parcels over 5 kg, oversized parcels and international shipments have separate pricing. Confirm the final price with EDS before dispatch, including VAT treatment, refusal charges and any supplements. Older notices do not resolve uncertainty about your price: do not dispatch until the price is confirmed.

Separate cash collection and delivery carries a fee of 1% of the amount: €500 → €5; €700 → €7. This does not apply to ordinary settlement of shipment proceeds. For oversized shipments to Albania/North Macedonia, the refusal notice specifies 50% of the transport charge; confirm this before dispatch.

Albania/North Macedonia pricing considers declared value and dimensions, applying the criterion that produces the higher charge. Obtain a clear calculation for high-value shipments before dispatch. An ambiguous historical notice alone does not establish a new fee.

7. Settlements, PINs and payment returns

Request settlement through the application: Dashboard → Ready for payment → Request settlement. The request goes to Finance. Settlement depends on receipt of funds and completed verification; a system status does not guarantee immediate handover.

Keep the profile phone number active for SMS verification codes. Enter your secret PIN personally and do not disclose it to the courier or anyone else. Contact EDS immediately if you have never changed the initial PIN or suspect misuse. Follow the separate verification instructions for a one-time code; it does not replace protection of your secret PIN.

Count cash in the courier’s presence and check the returns/exchanges list when receiving settlement. Immediately report discrepancies or missing returns to the depot on 045 553 101. Keep evidence; the legal rights and deadlines in section 10 are not shortened by this operational requirement.

Under settlement-delivery notices, delivery for fewer than 5 completed orders costs €2; collection at a service point is free subject to arrangements confirmed with Finance. Confirm availability, charges and opening hours beforehand; where returns are involved, settlement accompanies the relevant list and may not be completed that day.

Payment-return requests go through Support and require sufficient account balance to process a client’s instruction. This does not limit a legal obligation of EDS to refund money. Account reconciliation uses shipment records, collections and applicable charges.

8. International shipments and documents

Confirm destination, accepted dimensions, weight and price before dispatch. Announced limits for commercial parcels outside Kosovo are 4 kg and 3 kg for cosmetics; tools or exceptions require separate EDS confirmation. Do not rely on old notices suspending or reopening routes.

Recipient payments outside Kosovo are collected in the destination’s local currency, not euros. Verify the amount and system exchange rate before dispatch. The sender is responsible for lawful contents and legally required fiscal/customs documentation. Older instructions about not enclosing invoices do not exempt you from those obligations.

Do not send unlawful contents or prohibited items. Obtain confirmation before handing over regulated or dangerous articles. EDS may refuse shipments that cannot be transported lawfully or safely.

9. Communications and records

Keep your email current and enable “Shipment Notes”. Check portal and application notices regularly, especially for Albania/North Macedonia shipments. Open a Support request for corrections or required action; a shipment-note comment alone is insufficient. Late responses can cause refusal or return.

Give recipients their tracking code. Records older than one year may require an archive request through Support; the active-view limit does not mean automatic deletion. The Privacy Policy explains data processing and retention. Ensure you are entitled to provide recipient details to EDS for delivery.

10. Complaints and responsibility

Report problems promptly through Support, info@eds-ks.com or 045 553 101, giving the shipment code, dates, description, photographs and proof of value or payment. Keep packaging and documents. Aim to report issues identified at courier handover within 48 hours, and settlement discrepancies immediately.

These prompt-reporting requirements do not shorten statutory complaint periods. Liability, compensation and complaint procedures are governed by applicable postal legislation, including Law No. 06/L-038 as amended. Nothing here excludes rights or responsibilities that cannot legally be excluded.

Sender errors in addresses, values, weights, packaging, labels, EXCHANGE registration or PIN protection may affect responsibility for losses they cause, only to the extent allowed by law and supported by the circumstances. EDS remains responsible for its legal obligations; acceptance is not a blanket waiver of compensation.

If a dispute cannot be resolved with EDS, remedies before the competent regulator and courts remain available. These terms do not require mandatory arbitration or waiver of complaints.

11. Use, closure and changes

Use the portal only for authorised activity. Do not access other accounts, commit fraud, misuse personal data or interfere with system security. EDS may restrict access for breaches or security reasons. You may request account closure through Support; outstanding shipment and settlement obligations are handled separately.

This version consolidates service rules from previous notices. Historical holiday announcements, resolved outages and replaced prices do not create additional terms. Future updates are published with a new version and date and do not retroactively change your recorded acceptance. Material changes require notice and acceptance where applicable before taking effect.

Contact: Express Poste e Shpejtë, Kosovo • info@eds-ks.com • 045 553 101. Before applying, also read the Privacy Policy and keep a copy of these terms.