Legal information regarding orders

General information

The following ordering information and the applicable terms and conditions for the selected product/online service apply to your orders. You must accept these to proceed with the order. The contract is only concluded when the order confirmation (via e-mail) is received from Austrian Post AG (hereinafter referred to as "Austrian Post"), unless otherwise specified in the applicable terms and conditions.

Fees

The fee for the online services authorisation to receive mail, vacation hold mail, PO box, pick-up service, AllesPost, and online express parcel stamps as well as AllesPost Germany items is understood to be the gross fee, including all legally owed charges and taxes, especially VAT. The fee for the online service redirection service and online parcel stamps is exempt from VAT as it is part of universal services.

Payment

Payment of the fees can be made using one of the specified payment options.
You are required to ensure that the specified payment method has sufficient funds to cover the billed amount. Any transfer and bank fees incurred, as well as any potential online charges, are your responsibility.

Ordering

To use most of our services, you must register and, in some cases, identify yourself. Further information on identification is available at post.at/identifizierung.  

After any required identification, access to the desired online services or products will be activated.

These will be available immediately after entering the e-mail address (= username) and password you have chosen in the "Login" area.

Setting up the online services you have selected (except AllesPost, AllesPost Germany, pick-up service, online parcel stamps, and online express parcel stamps) requires three business days (excluding Saturday).

Accuracy/completeness of data/technical assurance

The data you provide during registration/order must be accurate and complete to allow Austrian Post to properly provide the ordered services. If communication via text message/e-mail is part of the online services or products, you must ensure the technical functionality of the contact method you provided; otherwise, Austrian Post accepts no liability for any damages.

Right of withdrawal

If you are a consumer within the meaning of the Austrian Consumer Protection Act as amended, you can withdraw from the contract within fourteen days from the day of contract conclusion without giving any reason. To exercise your right of withdrawal, you must inform us (Austrian Post AG, Customer Service, Rochusplatz 1, 1030 Vienna, Austria, Tel: 0800 010 100, contact form, e-mail: online-services@post.at) of your decision to withdraw from the contract by an unequivocal statement (e.g., a letter sent by post, e-mail, or a message via the contact form). You may use the attached sample withdrawal form, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of withdrawal 

If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs (except for the supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery offered by us), without undue delay and not later than fourteen days from the day on which we received your notice of withdrawal from this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any case, you will not incur any fees as a result of the reimbursement.

If you requested to begin the performance of services during the withdrawal period, you shall pay us an amount proportionate to the services provided until you communicated your withdrawal from this contract, compared to the full coverage of the contract.

The right of withdrawal is excluded if the online services ordered are services for which performance has begun with your express consent—and acknowledgment that you will lose your right of withdrawal once the contract is fully performed—within the withdrawal period and these services have been fully performed within that period. Please note that there is no right of withdrawal for personalised products tailored to individual needs (Section 18 (1) (3) - Austrian Distance Selling Act).

The right of withdrawal is excluded for online parcel stamps and online express parcel stamps, as these are personalised products tailored to individual needs (Section 18 (1) (3) of the Austrian Distance Selling Act).

The right of withdrawal is excluded for the pick-up service, as a specific period is contractually provided for the transportation of the parcel under this service (Section 18 (1) (10) of the Austrian Distance Selling Act). 

Liability of Austrian Post

The liability of Austrian Post is determined according to the applicable conditions for the specific product chosen (GTC AllesPost, GTC AllesPost Germany, GTC redirection service, GTC vacation hold mail, GTC PO box, GTC authorisation to receive mail, GTC pick-up service, GTC parcel stamps and release delivery authorisation) in the version valid at the time of contract conclusion.

For other products/online services (notice of absence and parcel redirection), Austrian Post is only liable for damages caused by intentional or grossly negligent conduct. Liability for slight negligence is excluded. Compensation for indirect damages, lost profits, financial losses, consequential damages, unrealised savings, and damages arising from claims by third parties against the customer is excluded.

These limitations of liability do not apply to personal injury and damages arising from a breach of the main contractual obligations as defined in Section 1 of the Austrian Consumer Protection Act.

Contact

For any questions regarding the selected products/online services, please contact customer service by going to "Contact us" or e-mailing us at online-services@post.at.

Updated: August 2024

Sample withdrawal form

(If you want to withdraw from the contract, please fill out this form and send it back)
–To: Austrian Post AG, Customer Service, Rochusplatz 1, 1030 Vienna, Austria; e-mail: online-services@post.at
–I/we (*) hereby withdraw from the contract concluded by me/us (*) for the purchase of the following goods (*)/the provision of the following service (*)
–Ordered on (*)/received on (*)
–Name of consumer(s)
–Address of consumer(s)
–Signature of consumer(s) (paper copies only)
–Date

(*) Delete as appropriate.