QT Logistics Group Korlátolt Felelősségű Társaság (hereinafter: the Service Provider)
Registered seat and postal address: 2220 Vecsés, Lőrinci utca 154. E. building
Customer service contact details:
Main activity: In accordance with Section 8 (1) point d) of Act CLIX of 2012 on Postal Services (Postatv.), provision of postal services in Hungary that do not substitute universal postal services.
The following qualify as special additional services:
The Service Provider may use subcontractors to perform its services.
A Customer may be a natural person, legal entity, business association without legal personality, or other organisation that complies with these General Terms and Conditions, or, in justified cases, uses the service under the conditions stipulated in an individual contract.
For the purposes of using the Service Provider’s services, the sender shall be deemed to be the natural or legal person, business association without legal personality, or other organisation indicated as the sender on the consignment.
Recipient: the customer indicated as the recipient on the consignment, its packaging, or the accompanying list.
Regardless of the existence of a contractual relationship, the Service Provider considers as its customer any person who initiates a procedure or asserts a claim against the Service Provider.
Under the service contract, the Service Provider undertakes, in return for payment of a fee, to accept from the sender consignments meeting the size, weight, content, and packaging requirements set out in these General Terms and Conditions and applicable legislation, transport them, and deliver them to the address indicated by the sender, to the recipient or an authorised person.
Rules for the packaging, sealing, addressing, and posting of consignments are included in this section if they differ from the general rules set out in the section defining the sender’s obligations.
The GTC defines in detail the types of consignments, size and weight limits, and content restrictions.
Consignment: for the purposes of these delivery terms, a consignment meeting the weight and size limits, addressed on the consignment itself, its packaging, or the accompanying list (waybill).
Types of consignments:
The service contract is concluded when the Service Provider accepts the consignment or undertakes the service. Acceptance is confirmed by written acknowledgment of receipt.
The start of performance of the service contract is evidenced by the Service Provider’s date marking, indication of the exact time of acceptance, and the signature of the authorised collecting agent.
If these GTC require the contract to be in written form, the service contract shall be concluded upon the signature by all contracting parties of the written document.
The forms or online templates necessary to use the service, including individually designed waybills, shall be provided by the Service Provider to the customer free of charge.
Unless otherwise agreed, the Service Provider shall accept the consignment only if it has been packaged in a manner appropriate to the nature, type, and quantity of its contents, and cannot be accessed without obvious breach of the packaging or seal.
The payment of the service fee shall be made according to the agreement between the Service Provider and the customer, as follows:
The provisions of these GTC may be deviated from by mutual agreement of the parties, unless prohibited by applicable laws.
However, no deviation is permitted if such deviation would endanger life, health, physical integrity, or the recipient’s right to safe receipt of the consignment.
3.2.1. Sender’s modifications before forwarding
Before forwarding, the sender may, for an additional fee, request, modify, cancel special or additional services, or request the return of the consignment.
3.2.2. Sender’s modifications after forwarding
After forwarding, the sender may, for an additional fee, modify the address data of the consignment in accordance with the rules for subsequent instructions, which must be taken into account by the Service Provider at the destination until delivery begins.
If the address change results in forwarding to another delivery location or return to the sender, the fee for forwarding must be paid.
The Service Provider shall refuse to conclude or perform the service contract if any of the following facts come to its knowledge:
Any additional costs arising from such refusal or from returning the consignment shall be borne by the sender.
The Service Provider may also refuse to conclude the contract if:
If the Service Provider has reasonable grounds to believe that the service contract must be refused, it may make the conclusion of the contract conditional on the sender proving the unfounded nature of such assumption. This opportunity must be given on the spot and immediately. If the proof shows the assumption was unfounded, the Service Provider shall repackage the consignment free of charge in a secure manner, and shall not later refer to deficiencies in packaging.
The service contract terminates when:
A consignment shall be deemed undeliverable if, for reasons beyond the Service Provider’s control, it cannot be delivered to the recipient (or another authorised person).
The undeliverable postal consignment must be returned to the sender by the postal service provider, and the Service Provider may make this conditional on reimbursement of its costs. If the sender does not reimburse the costs of return or if, for reasons beyond the postal service provider’s control, return is not possible, the postal consignment shall be deemed non-returnable.
The Service Provider must store non-returnable postal consignments in accordance with the rules of the Civil Code on safekeeping, with the following differences:
After opening, if the postal consignment contains goods of commercial value, the Service Provider shall sell them; otherwise, the contents shall be destroyed.
Opening, sale, and destruction of postal consignments shall be carried out in the presence of a two-person committee, composed of employees, members, agents, or subcontractors of the Service Provider, and recorded in a protocol, which shall be retained for one year after posting.
The proceeds from the sale shall be used to offset or set aside for the costs incurred from storing non-returnable postal consignments.
The sender is responsible for ensuring that the content of the consignment complies with applicable laws and these General Terms and Conditions.
The content must not include any items or materials whose transport is prohibited by law or by these GTC. Certain items and materials specified in these GTC may only be posted under the conditions set out herein. Prohibited and conditionally transportable items, and their posting conditions, are listed in Annex 1.
Items requiring energy or resources for operation must be placed in the consignment in such a way that accidental activation is prevented by the packaging.
The Service Provider is not obliged to inspect the content to determine whether it is prohibited or conditionally transportable. However, if at any stage of the service it is established that the content is prohibited or the necessary conditions are missing, the Service Provider will not deliver the consignment to the recipient.
The sender is liable for any damage caused by the consignment to persons, other objects, the Service Provider’s equipment, or other consignments, and must bear their own losses and reimburse any additional costs incurred by the Service Provider (e.g. return, repackaging, mitigation costs) if these arose from failure to comply with laws or these GTC.
The sender must ensure proper addressing and safe packaging of the consignment, appropriate to the nature of its contents.
Packaging: must be suitable for the content’s properties, shape, and weight, protecting it from damage. The packaging must be clean and light-coloured, allowing the address label to be easily read and securely affixed.
No packaging is required for bags, baskets, or items that, according to commercial custom, are not packaged.
Sealing: the packaging must be such that the contents cannot be accessed without obvious damage to the package.
Addressing: the consignment must be provided with a clean, accurate, and legible address using the Service Provider’s label template. Altered addresses are not accepted. The recipient’s full name must be indicated, and multiple names may appear as recipients.
The address label must clearly distinguish the sender’s and recipient’s addresses. Address data must be indicated in Latin letters and Arabic numerals (and Roman numerals where applicable), either on the package, its covering, or on a firmly attached label, by ink, typewriting, ballpoint pen, printing, or on an attached address list or accompanying document. Hanging, glued, or sewn address labels may also be used, provided they remain attached during handling.
The recipient’s name and address must be shown in the direction of the length of the consignment, on the front side according to delivery order.
The sender must include the following address data:
If the sender indicates more than one address, the first shall be used; if one address is a P.O. Box, the Service Provider shall use the other as the return address.
The recipient’s obligations are set out in these GTC.
For the use of the services announced in these General Terms and Conditions (hereinafter: services), the customer must pay a fee.
The fees for the services are set out in Annex 2 (Current Tariffs) of these GTC.
The fees are determined by the Service Provider. In the case of freely determined prices, the Service Provider shall notify customers of the new fees on its website at least 15 days before introducing any fee changes.
From the date the new fees enter into force, the customer must pay the updated rates.
The Service Provider may claim payment of the service fee and other amounts charged to the consignment within one year from the date of delivery.
Service fees may be paid in cash or by bank transfer to the sender or recipient, or by another mutually accepted electronic payment method. The use of franking machines is not possible.
(For fees, see Annex 2)
The Service Provider delivers all consignments as registered items after acknowledging receipt, recording them, obtaining the recipient’s signature on delivery, and returning the signed document to the sender. The proof of receipt may be in paper or electronic form.
(For fees, see Annex 2)
Special additional services include:
At the sender’s choice, the following services are available for an additional fee:
The price of the consignment must be paid in cash, by bank transfer, or by another equivalent electronic payment method in accordance with the contract.
At the sender’s choice, the following service is available free of charge:
(For fees, see Annex 2)
The Service Provider does not provide special services beyond those listed above.
Consignments are collected at a specified time based on an order placed by phone or in writing, at the sender’s premises or address. The Service Provider shall inform the customer of the expected collection time.
Collection is performed by a courier authorised or employed by the Service Provider. Orders can be placed by calling +36 30 575 8182.
The conclusion of the service contract and acceptance of the consignment are proven by a document issued by the Service Provider, which includes the recipient’s signature, the time of acceptance, and the Service Provider’s details. The document may be in paper or electronic form.
If, upon visual inspection, the courier determines that the consignment is dangerous to their personal safety, unsuitable for safe transport with the available vehicle, contains prohibited items, or does not meet the conditions for conditionally transportable consignments set out in Annex 1, they shall refuse to collect it.
The maximum weight of a postal consignment for domestic delivery is 40 kg.
Limits according to the mode of transport:
Maximum dimensions (length × width × height):
The Service Provider delivers consignments to the address specified by the sender and indicated on the consignment or its accompanying document, by personal handover to the recipient or another authorised person.
The Service Provider may deviate from delivery at the specified address if agreed by the parties or instructed otherwise by the recipient.
If delivery is unsuccessful, the Service Provider shall leave written notice (or send an electronic notification to the recipient’s contact details) stating the date of the delivery attempt, the place and time where the consignment can be collected, or whether another delivery attempt will be made, and if so, when.
If delivery is hindered, the Service Provider shall notify the sender by telephone or e-mail. The consignment shall be returned to the sender in accordance with their instructions, upon payment of the applicable return fee.
Incorrect addressing does not exempt the Service Provider from attempting to perform its contractual obligations, but in the case of non-delivery due to incorrect address, the Service Provider is not liable for damages.
In domestic traffic, the Service Provider delivers all consignments according to the address specified by the sender, either to the home address, via parcel locker, or to a designated collection point.
If a registered postal consignment requiring personal delivery cannot be delivered at the address, it shall be held at a postal service facility or designated collection point for the recipient. For services requiring prior notification, the terms of the postal service contract apply.
The recipient must be informed of the location, time, and conditions of collection. The holding period must be at least 5 days.
The Service Provider may deliver a consignment to a person other than the intended natural person recipient in cases defined by law, to the head of an organisation operating at the address, or to a person authorised by them to receive consignments, at the location designated for indirect delivery.
Indirect delivery is not permitted for:
If indirect delivery is not permitted, the Service Provider shall notify the recipient by leaving an advice note.
The indirect recipient must handle consignments addressed to themselves (or their employees) separately.
Authorised recipients include the recipient, an authorised representative, a substitute recipient, and an indirect recipient.
The Service Provider fulfils the service contract by delivering the consignment to an authorised recipient.
For legal entities, partnerships without legal personality, and other organisations (hereinafter collectively: organisations), the authorised recipient is the organisation’s legal representative. A consignment is also deemed addressed to an organisation if, in addition to the organisation’s name, a natural person’s name is included in the address, or if the consignment bears only a natural person’s name but the address belongs to the organisation.
Any authorised recipient other than the named addressee is liable under civil law for passing the consignment to the addressee.
Delivery can be made after recording the delivery date on the appropriate document or device and registering the type, code, and number of the identification document of the recipient, or other unique identification code, in the Service Provider’s system.
If the recipient is not the person named, the recipient must indicate their relationship to the addressee.
If the holder of the identification document objects to recording the document type and number, the consignment shall be returned to the sender with the reason noted.
Registered consignments addressed to persons unable to write, unfamiliar with Latin script, blind persons, or those physically unable to sign must be delivered in the presence of an adult literate witness, who shall sign the delivery document and indicate their role as witness. Both the witness and recipient must verify their identity to the courier.
For consignments addressed to minors or persons under full guardianship, the Service Provider shall deliver to the legal representative or guardian, who must prove their authority with an official decision or certificate.
If the recipient dies, or if a legal entity, partnership without legal personality, or other organisation ceases to exist, the Service Provider shall immediately return the consignment to the sender upon learning of the fact.
The Service Provider must take back incorrectly delivered consignments (even if opened) and record the fact of incorrect delivery, refund any fees collected, reseal the consignment, and arrange correct delivery.
Undamaged consignments delivered to an authorised representative, substitute recipient, or indirect recipient that cannot be delivered to the addressee shall be returned to the sender with the reason for non-delivery noted and signed by the receiver (or intermediary).
The Service Provider will not take back correctly delivered COD consignments if the settlement of the COD amount has already been processed.
If the recipient or authorised representative refuses to accept the consignment in writing, the Service Provider shall return it to the sender immediately, without applying standard holding times, and note the reason.
If these persons refuse to make a written statement, the Service Provider shall note this fact on the delivery document and the consignment.
If the consignment is undeliverable for reasons beyond the Service Provider’s control, it shall be returned to the sender with the reason stated.
The Service Provider undertakes to inform its customers of any significant changes to the terms of service.
Through telephone, e-mail, and its website, the Service Provider shall make available to customers:
In accordance with applicable laws, the Service Provider must ensure that customers can submit reports or complaints (hereinafter: complaints) related to the services free of charge.
Complaints may be submitted in the following ways:
A complaint is any submission in which the customer claims that the service provided by the Service Provider wholly or partly fails to comply with legal requirements or with these GTC. Notifications of partial loss or damage of a postal consignment, as well as claims for compensation, are recorded among complaints.
Complaints related to a consignment must be submitted within six months from the date of posting. For other grievances or conduct, the complaint must be submitted within 30 days from the date of awareness, but no later than six months from the occurrence of the event.
The Service Provider must examine complaints in a free, simple, transparent, and non-discriminatory procedure.
For verbal complaints, the Service Provider shall, where possible, take immediate action on site or provide the necessary information. All complaints must be investigated, and a reply provided to the customer within 30 calendar days of submission.
The reply shall inform the customer that if they do not accept the Service Provider’s response, or if the Service Provider fails to respond within the deadline, they may refer the matter to the competent Authority within 30 days from receipt of the reply or from the expiry of the response deadline.
For verbal or telephone complaints, the submission date is the date of submission; for written, postal, or other complaints, it is the date of receipt by the Service Provider.
For domestic services, the Service Provider shall notify the complainant of the result of its investigation without delay. For international services, the notification shall be provided within 15 days from receiving the relevant information from the foreign service provider. If the foreign provider delays in providing the information, the domestic Service Provider is not liable if it has taken all reasonable steps to obtain it in time.
The Service Provider keeps records of all complaints and archives complaint-handling documentation in accordance with Section 57 (7) of the Postal Act.
If the customer does not accept the Service Provider’s response, or the Service Provider fails to respond within the deadline, they may refer the complaint to the Authority within 30 days.
The Service Provider must provide the Authority with any data necessary for the use of the services, for enabling access, or for the performance of the Authority’s tasks, even if such data constitutes a business secret.
In the course of data processing, the postal service provider must retain any data necessary for the performance, accounting, verification, and subsequent inspection of the postal service contract until the last day of the fifth calendar year following the posting of the consignment.
The Service Provider must make publicly accessible the data specified in these GTC.
When providing data as described above, the data provider is responsible for ensuring the timeliness, authenticity, accuracy, and verifiability of the data content.
The Service Provider processes, as data controller, any data of which it becomes aware in relation to the postal service contract or in the course of its performance.
Purpose of data processing: performance of the postal service contract, accounting, verification and subsequent inspection of performance, provision of data to the Authority, and other purposes defined by law.
Duration: unless otherwise provided by law or by the customer, until the last day of the fifth calendar year following the posting of the consignment.
The Service Provider shall not make the performance of the postal service conditional upon the provision of personal or other data, or upon consent to data processing, that is not necessary for the agreed performance of the service.
The Service Provider may transfer data related to the performance of the postal service to a data controller or processor located in a third country only for the purposes of performing the postal service contract, verifying performance, accounting, or subsequent inspection, and in accordance with applicable legislation.
The Service Provider may become aware of the content of consignments only to the extent necessary for performance of the service.
The Service Provider:
A person presenting the proof of posting or providing the unique identification data of the consignment (e.g. code, tracking number), along with, if necessary, the names and addresses of the sender and recipient via electronic communication, shall be deemed to have the same rights as the sender.
The Service Provider may open a sealed consignment if:
Opening must be carried out by a committee of at least two members, which shall record the opening and necessary measures in minutes. The committee members shall be selected from the employees, members, agents, or subcontractors of the Service Provider. If a committee cannot be convened, the opening may be carried out in the presence of an authorised representative of the local government. The fact of opening must be indicated on the consignment, and the sender must be notified of the opening and the reason for it.
The Service Provider and its subcontractors must ensure the confidentiality of consignments, textual messages, and communications transmitted through the Service Provider by implementing appropriate organisational and technical measures. The Service Provider and subcontractors must, where the legal conditions are met and upon request, hand over or present consignments, textual messages, or communications to organisations specifically authorised by law to access them, and must allow their monitoring, storage, or other forms of intervention.
The confidentiality obligation applies to employees, members, agents, and subcontractors of the Service Provider in the same way as to the Service Provider itself, even after the termination of the employment, membership, agency, or subcontracting relationship, and they are liable for any breach.
The Service Provider is liable for non-performance or defective performance of the services, including damage to the consignment, shortage of contents, loss, or destruction, in accordance with the Postal Act (Postatv.) and these General Terms and Conditions.
The Service Provider shall not be liable for damage arising from unavoidable circumstances beyond its control, including:
The burden of proof lies with:
In the case of indirect delivery, the Service Provider’s liability passes to the recipient upon handover, and the recipient is liable towards the addressee under the general rules of civil law.
The customer may submit a claim for damages to the Service Provider in writing from the 15th day after posting (or in the case of damage/shortage, after a report is drawn up) within a limitation period of six months from these dates.
For delayed delivery of a postal consignment, the claim must be submitted within 15 days from the date of receipt.
Claims for damage, loss, shortage, or destruction must be made in writing or recorded in writing by the Service Provider.
If it is not possible to recover incorrectly delivered consignments for proper delivery, they are deemed lost.
The right to claim compensation rests with the sender, except in the following cases:
The Service Provider may request proof of the extent of the damage from the customer if the claim relates to damage or shortage.
If, during investigation of a complaint, the Service Provider confirms the destruction or loss of the consignment within 30 days, it shall inform the customer in writing.
If the customer wishes to claim compensation, they may do so from the 15th day after posting within a limitation period of six months.
Claims for damage or shortage must be made in writing. If the Service Provider detects damage or shortage during handling, it shall record the fact and extent in a report, and deliver the consignment accompanied by this report.
In such cases, the recipient (or sender, in certain cases) shall accept the consignment by signing the report, indicating the amount of damage (and optionally making a statement regarding the contents of the report).
If the damage or shortage was not detectable at delivery, it must be reported to the Service Provider in writing within three working days.
In the case of destruction, loss, or shortage (total or partial), the Service Provider shall assess the claim within 30 days of submission, and immediately inform the customer in writing of the outcome.
If the claim is upheld, the Service Provider shall pay the amount within eight calendar days from assessment.
If the claim is fully or partially rejected, the Service Provider shall inform the customer in writing of the reasons.
The Service Provider shall pay compensation as follows:
If a consignment or part of its contents is found after compensation has been paid, the Service Provider shall inform the compensated party. The consignment shall be returned to them, and they are not required to refund the compensation.
If the compensated party does not respond within eight days to the notification, it is deemed that they have waived the consignment.
The Service Provider shall refund any incorrectly determined or collected fees, surcharges, or fees for unperformed services to the sender after verification.
The Service Provider shall refund the full fee if:
Partial refunds are made in the following cases:
For guaranteed-time consignments, the Service Provider must pay compensation for late delivery, unless it proves that the delay was caused by unavoidable circumstances beyond its control. The compensation is twice the fee paid for the guaranteed-time service.
The Service Provider is not liable for late delivery of non-guaranteed-time consignments.
In domestic traffic, if delivery (or an attempt) does not occur within 15 days from posting (unless otherwise agreed), the consignment is deemed lost, and the rules for lost consignments apply.
If a lost consignment is later found, it must be delivered, and the compensation already paid need not be refunded.
The Service Provider undertakes to fully perform the services requested and paid for by the customer under these General Terms and Conditions, to transport consignments under safe conditions, and to deliver them intact and undamaged in accordance with the quality requirements set out in the applicable government decree.
The route and method of forwarding accepted consignments shall be chosen by the Service Provider in line with the service requested.
The Service Provider shall organise and operate its activities so that the end-to-end transit time of consignments posted in domestic traffic meets the following requirements:
The Service Provider undertakes, in accordance with its current and future contracts, and as agreed in individual contracts (waybills), to ensure that consignments are delivered—or an attempt at delivery is made—within the delivery times specified on the waybill and in accordance with the sender’s request.
The Service Provider shall cooperate with organisations authorised by law to conduct secret information gathering.
Upon commencement of service provision, the Service Provider shall ensure that its own equipment and premises meet the requirements for applying tools and methods of secret information gathering.
The provision of data to organisations authorised for secret information gathering shall be free of charge.
The document is dated: Budapest, 23 July 2025.
Prohibited Items and Conditionally Transportable Items with their Posting Conditions
The following items are prohibited from transport:
Conditionally transportable items may only be sent if they comply with the specific posting conditions set out in the applicable legislation and in these General Terms and Conditions.
Service fees
| Type of Service | 0–2 kg | 2–5 kg | 5–10 kg | 10–40 kg | Remarks |
| Base fee within Budapest | 1,990 Ft | 2,490 Ft | 2,990 Ft | 3,990 Ft | Standard delivery within 3–4 hours |
| Express delivery (within 2 hours) | 6,990 Ft | 9,990 Ft | 12,990 Ft | 19,990 Ft | Within Budapest |
| Domestic delivery (within 100 km) | 2,990 Ft | 3,490 Ft | 3,990 Ft | 4,990 Ft | May vary depending on location and distance |
| Long-distance delivery (over 100 km) | from 8,990 Ft | – | – | – | Based on individual quotation |
| Weekend / Holiday surcharge | +40% | – | – | – | Proportional surcharge calculated on base service |
| Scheduled delivery | +1,000 Ft | – | – | – | For delivery at an exact time specified by customer |
| Cash on delivery handling | +500 Ft | – | – | – | For cash or card-on-delivery up to 100,000 Ft |
| Oversize package surcharge (over 50×50×50 cm) | +1,500 Ft | – | – | – | For oversized packages |
| Overweight surcharge (over 20 kg) | +1,000 Ft | – | – | – | Applies for each additional 10 kg started |
| Waiting time fee (over 15 minutes) | 500 Ft / 15 min | – | – | – | In case of delay at address |
Service fees are gross amounts and include VAT as per applicable regulations.
Supervisory Authority:
National Media and Infocommunications Authority
Registered seat: 1015 Budapest, Ostrom utca 23-25.
Mailing address: 1525 Budapest, P.O. Box 75
Telephone: +36 1 457 7100
Fax: +36 1 356 5520
Central Customer Service Office:
Address: 1133 Budapest, Visegrádi u. 106.
Customer service telephone: +36 1 468 0673
Fax: +36 1 468 0509
Mailing address: 1376 Budapest, P.O. Box 997
E-mail: [email protected]
Website: www.nmhh.hu
Forms Used in the Provision of Services:
Company name: _________________________________
Contact person’s name: _________________________________
Telephone number: _________________________________
E-mail address: _________________________________
Delivery address: _________________________________
Package details:
Number of items: _______
Dimensions (cm): Length: ___ Width: ___ Height: ___
Weight (kg): _______
Description of contents: _________________________________
Value (HUF): ___________________
Delivery date: _________
Payment method: [ ] Bank transfer in advance [ ] Cash [ ] Cash on delivery [ ] Bank card
Date: ________________ Signature: ____________________
Complainant’s name: _________________________________
Contact telephone number: __________________________
E-mail address: _________________________________
Address: _________________________________
Package tracking/ID number: _________________________________
Delivery date: _________________________________
Subject of complaint: [ ] Delay [ ] Damaged package [ ] Lost package [ ] Other: __________
Brief description of complaint:
Requested resolution: [ ] Replacement [ ] Compensation [ ] Investigation [ ] Other: ________________
Date: ________________ Signature: ____________________
Carrier’s name: _________________________________
Date of delivery: _____________________________
Sender’s details:
Name: _________________________________
Address: _________________________________
Recipient’s details:
Name: _________________________________
Address: _________________________________
Telephone number: _________________________________
Package items:
| Item | Description | Quantity | Weight (kg) | Value (HUF) |
Remarks:
Sender’s signature: ____________________
Recipient’s signature: ____________________