Terms of Service

Terms & Conditions

Welcome to the Terms and Conditions ("Agreement") of Svelta Courier (Cyprus) Ltd with registration number HE434078 and registered address at Makariou ||| Avenues 86, Office 502, 3020, Limassol, Cyprus. ("Company," “Svelta Courier”, "We," "Us," or "Our").

These Terms and Conditions ("Agreement") govern the use of the website www.sveltacourier.com and its related rights and obligations and apply to all its content and its individual pages. By using our services and accessing our online portals or websites, you ("Customer," "You," or "Your") agree to abide by these terms. Please carefully read and understand this Agreement before using our services.

The technology and software utilized on our website, including its various portals and subdomains, are licensed from Svelta Ltd, our parent technology company. Svelta Ltd is the sole owner and manager of this software, which facilitates the efficient functioning of our online platforms and supports the delivery of our courier services. This partnership ensures a seamless and secure user experience while leveraging the expertise of our technology-focused entity.

The website is addressed only to legal or natural persons with full legal capacity who can enter into legally binding agreements under applicable law. The use of the website, its contents and applications by minors (or under 18 years of age) is prohibited.

  • "Goods" refer to items and packages being shipped or delivered.
  • "Services" refer to the courier and delivery services provided by the Company.
  • "Delivery" encompasses the process of transporting and delivering Goods to the designated recipient.

The Company offers courier and delivery services for various Goods within designated delivery areas. We reserve the right to refuse service for specific Goods that may violate legal, safety, or ethical standards or to geographical areas which we do not cover.

  • Orders can be placed through our website, mobile app, or designated contact channels.
  • Payment methods accepted include credit cards, debit cards, electronic funds transfer, svelta credits and other methods as specified.
  • Prices are subject to change without prior notice. Additional fees may apply for special services or unforeseen circumstances.
  • Customers agree to accept the charges that Svelta Courier invoices them for, according to its respective official price list or according to any more specific existing agreements.

  • The Company aims to deliver Goods within the estimated time frame provided. However, factors such as weather, traffic, and other variables may affect delivery times.
  • Missed deliveries or unsuccessful attempts due to incorrect addresses, recipient unavailability, or other reasons may incur additional charges.

  • The Company assumes responsibility for Goods in its possession during transit. However, liability is limited and subject to the limitations set by applicable laws.
  • Customers are encouraged to purchase additional insurance coverage for valuable or delicate Goods.

  • Website users are required to adhere to the regulations and stipulations of Cyprus, European, and global legal frameworks, as well as the applicable legislation governing telecommunications. Furthermore, users must abstain from engaging in any unlawful or harmful conduct while utilizing the website and in connection to its usage.
  • Customers must provide accurate and complete delivery information, including recipient name, address, and contact details.
  • Customers are responsible for ensuring access to the delivery location and providing any necessary access codes.
  • If access to information necessitates the utilization of a security code (PIN), password or private link (e.g. live tracking link) issued by Svelta Courier, each user bears exclusive responsibility for maintaining the confidentiality of their passwords or private links. Users assume sole liability for any potential harm caused to themselves or to Svelta Courier arising from any unauthorized access by third parties to the codes through any means.

  • Cancellation of orders must be made before the scheduled pickup time. After an item has been picked up the order cannot be cancelled. However, the sender can request for the item to be returned to them any time if it has not been delivered yet.
  • Refunds are available for cancelled orders that have not been picked up and will be processed using the same payment method that was used to pay for the order.

  • The Company collects and processes customer data in compliance with applicable data protection laws. For details, refer to our Privacy Policy.

  • All content, trademarks, logos, and intellectual property displayed on our platforms remain the property of the Company.
  • Unauthorized use of the website's content, including but not limited to modifying, publishing, transmitting, transferring, reproducing, distributing, presenting, linking, downloading, or any other form of exploitation, whether in part or whole, is strictly prohibited. Such actions require the prior express and written license from the Company, which retains all its legal rights.
  • The content presented on the website is provided for personal use by its visitors and users. Any usage for commercial purposes is explicitly prohibited.
  • The products or services of third parties, which may be referenced on this website and feature the trademarks of respective organizations, companies, partner entities, associations, or publications, are protected under their own intellectual and industrial property rights.

  • This Agreement is governed by the laws of Cyprus. In case of disputes, the exclusive jurisdiction lies with the courts of Cyprus.

  • The Company reserves the right to amend these terms at any time. Revised terms will be posted on our website and take effect immediately upon posting. The continued use of the website or its services will be considered as an acceptance of the new terms.

  • If any provision of this Agreement is found to be unenforceable, the remaining provisions shall remain valid and enforceable.

Terms & Conditions last updated on 13/09/2023.

Courier Service Overview

Svelta Courier (Cyprus) Ltd, registered under HE 434078, is your trusted partner for reliable courier services in Cyprus. Our registered address is 37 Kroutser, Ayios Athanasios, 3120, Limassol, Cyprus. We are dedicated to offering comprehensive door-to-door delivery solutions across Cyprus, utilizing a fleet of vehicles including vans, cars, motorcycles, and bicycles. Our operational hours are from Monday to Friday, 9:00 am to 5:00 pm. You can reach our headquarters at 86 Archiepiskopou Makariou III, 3020, Floor 5, Office 1, Limassol, Cyprus, Andreas Christofides Building (Telephone: 25-344476).

Svelta Courier specializes in the efficient transport of envelopes and small to medium packages, with a maximum weight limit of 30kg (200L) and a maximum dimension (maxDim) of 100cm. We pride ourselves on delivering packages directly to the recipient's address, ensuring a hassle-free experience. To enhance convenience, we provide advance notifications to recipients about their impending deliveries. Additionally, we offer a cash-on-delivery service for senders who request it.

Our home delivery services cover all corners of Cyprus, categorized into three distinct zones:

  • Zone A: City Centers
  • Zone B: City Outskirts
  • Zone C: Remote Areas
For a comprehensive list of postcodes per zone, please contact us. The delivery time varies depending on both the sender's chosen delivery speed and the designated delivery zone. Expect swift deliveries, ranging from minutes to hours for Zone A express service, while our flexible service ensures a maximum delivery time of 7 days for Zone C.

Transparent pricing is a cornerstone of our service. The delivery cost is incurred by the sender, and the price is clearly displayed for confirmation when placing an order. Alternatively, prices can be pre-arranged through individual contract agreements. The final price calculation takes into account factors such as pickup and drop-off locations, package size and quantity, and the selected delivery speed (e.g., express, same day, next day, or flexible).

Our advanced tracking system provides peace of mind for both senders and recipients. Each delivery request is assigned a unique 12-digit identification code for tracking purposes, along with a short reference (DR-XXXXX) that can be quoted to our customer support team for swift order identification. This code links to a wealth of information, including sender and recipient details, package specifications, and tracking history. Throughout the journey, packages are traceable via timestamps, which are recorded by scanning the packages during pickup, at various checkpoints, and upon delivery. Users have convenient access to their parcel's tracking history through a unique link. This link is either provided in advance by the sender or sent via text/WhatsApp from Svelta Courier when the order is out for delivery, enabling real-time tracking.

Our standard service agreement includes up to three delivery attempts for your convenience. In the event of a failed delivery attempt, our drivers will leave a printed notification at the recipient's address, informing them of the visit. After the third unsuccessful attempt, packages are returned to the sender. Timestamps for all delivery attempts, including failed ones, are accessible to both the sender and recipient through the tracking link associated with their order.

At Svelta Courier, we prioritize providing excellent customer support to ensure a seamless experience for our valued clients.
Contact Information:

  • Phone: Our dedicated customer support team can be reached by phone at 22-333 364. Feel free to connect with us during our operating hours, which are Monday to Friday from 9:00 am to 5:00 pm.
  • Email: Alternatively, you can contact us via email at [email protected]. Our team is committed to promptly addressing your inquiries and concerns.
WhatsApp Support: To enhance convenience, end users can also access our customer support services through WhatsApp. When we send you a notification regarding your upcoming delivery, simply reply to the message, and our team will assist you with any questions or requests you may have. We are dedicated to providing timely and helpful support through this channel. At Svelta Courier, we are committed to ensuring that your experience with our services is as smooth and efficient as possible. Our customer support team is here to assist you with any queries or assistance you may require.

In our commitment to providing inclusive and accessible home delivery services, we prioritize the needs of all our customers, including those with special requirements or disabilities. Our dedicated team is trained to assist customers with various needs, and we offer flexible delivery options to accommodate specific requests. If you have any specific requirements or need assistance with your delivery due to mobility challenges, please don't hesitate to reach out to our customer support team. Your satisfaction is our top priority, and we're here to ensure a seamless and accessible delivery experience for everyone.

Customer Complaint Policy

At Svelta Courier, we are committed to providing our customers with the best possible service. We understand that sometimes issues may arise, and we welcome your feedback and concerns to help us improve. If you are dissatisfied with any aspect of our services, please follow the complaint procedure outlined below:

In the event of any issue, we encourage you to first reach out to our dedicated Customer Support Team. You can do this by:

  • Phone: Call our end user support hotline at 22-333 364.
  • Email: Send us an email at [email protected]
  • Website: Visit our website at www.sveltacourier.com, navigate to the "Contact Us" section, and submit your complaint through our online form.

Please provide as much detail as possible about the issue, including relevant order or tracking information, to help us understand your concern better.

Once we receive your complaint, our team will promptly initiate an investigation to address the issue. This investigation may involve contacting relevant parties or reviewing order records.

We aim to provide you with a resolution within 2 business days, but more complex issues may require additional time. During this period, we will keep you informed of our progress and any expected delays.

If you are not satisfied with the resolution provided in Step 2, you may request to escalate your complaint to a higher authority within our company. To do so, please contact our Customer Support Team again and request escalation.

If you feel that your complaint has not been adequately addressed by our internal procedures, you have the option to contact relevant regulatory authorities. We will provide you with the necessary contact information upon request.

We value your feedback and see it as an opportunity for continuous improvement. After your complaint is resolved, we may contact you to gather your insights and suggestions for enhancing our services.

Please remember that your satisfaction is our priority, and we are dedicated to addressing and resolving any issues you may encounter during your experience with [Your Company Name]. Thank you for choosing us, and we appreciate your trust in our services.

If you have any questions or require further assistance with the complaint procedure, please do not hesitate to reach out to our Customer Support Team. We are here to assist you.

Customer Complaint Policy

At Svelta Courier, we understand that there may be occasions when our users need to consider refunds and returns. We are committed to facilitating this process as smoothly as possible. Please review our policy below for a clear understanding of how refunds and returns are handled:

  • Users have the right to refuse acceptance of a package at the time of delivery. If you choose to refuse a package, please inform the delivery personnel immediately. The package will then be returned to the sender (merchant) as undeliverable.

In the event that you have accepted a package but wish to return it, we recommend the following steps:

  • Contact the Merchant (Sender): Initiate contact with the merchant (sender) from whom you received the package. Discuss your reasons for wanting to return the item and inquire about their specific return policy and procedure.
  • Merchant's Return Policy: The returns and refunds process is governed by the policies established by the individual merchants. Be sure to familiarize yourself with their return guidelines, including any eligibility criteria and deadlines for returns.
  • Return Authorization: If the merchant approves your return request, they may issue a return authorization or provide instructions on how to return the item. Follow their guidance carefully to ensure a successful return.
  • Package Packaging: When returning an item, ensure that it is securely packaged and in its original condition, if applicable, to facilitate the return process.
  • Shipping and Costs: Be aware that shipping and any associated costs for returns may vary based on the merchant's policies. Clarify who is responsible for covering these expenses with the merchant.
  • Svelta Courier does not directly handle returns and refunds for products purchased from merchants. Instead, we act as the courier service that facilitates the delivery or return of packages. Therefore, it is essential to work closely with the merchant to resolve any return-related issues.

  • Please remember that individual merchants may have distinct return and refund policies. We advise our users to review and adhere to these policies as they pertain to their specific purchases.
  • In cases where a package is lost or damaged during transit, please refer to our Lost or Damaged Package Policy for guidance on how to proceed.

If you have any questions or require assistance related to refunds, returns, or the delivery process, please feel free to reach out to our Customer Support Team. We are here to assist you throughout your experience with [Your Company Name]. Thank you for choosing our services, and we look forward to serving you better.

Refunds & Returned Policy

At Svelta Courier, we understand that the safe and timely delivery of your packages is of utmost importance. We take great care to ensure the security and condition of your items during transit. However, in the unfortunate event that a package is lost or damaged during delivery, we have established the following policy to address such situations:

  • Contact Us Promptly: If you suspect that your package is lost or has been damaged during transit, please contact our Customer Support Team as soon as possible. You can reach us through our designated customer support channels, which include 22-333 364 and [email protected]
  • Provide Relevant Information: When reporting a lost or damaged package, please be prepared to provide essential information such as your order or tracking number, the package's description, and the nature of the issue (lost or damaged). The more information you can provide, the quicker we can assist you.

  • Initiate Investigation: Upon receiving your report of a lost package, we will promptly initiate an investigation to determine the package's location and status. This may involve communication with the relevant courier personnel and tracking systems.
  • Resolution Process: Our goal is to locate and deliver the lost package as swiftly as possible. If, during the investigation, it is confirmed that the package cannot be recovered, we will work with you to resolve the situation. This may include offering a refund or providing a replacement item, depending on the nature of the shipment and the merchant's policies.

  • Assessment of Damage: In the case of a damaged package, we will assess the extent of the damage and its impact on the contents. It is essential to document the damage through photographs and a detailed description.
  • Resolution Process: We will work closely with you to determine the appropriate course of action. Depending on the severity of the damage and the merchant's policies, solutions may include arranging for a return and replacement of the damaged item or facilitating a refund.

  • Please note that the resolution process for lost or damaged packages may vary depending on the specific circumstances, the merchant's policies, and the type of shipment. We aim to handle each case with the utmost care and efficiency.
  • Svelta Courier is committed to ensuring the satisfaction of our customers, and we will strive to provide a resolution that aligns with your expectations and complies with applicable laws and regulations.
  • If you have purchased shipping insurance, please inform us during the reporting process. This may affect the resolution options available to you.
  • We encourage all customers to inspect packages upon receipt and report any visible damage or concerns to the delivery personnel. This proactive approach can help prevent potential issues.

If you have any questions or concerns about a lost or damaged package, please reach out to our Customer Support Team for assistance. We are here to assist you throughout the resolution process and ensure a satisfactory outcome. Thank you for choosing Svelta Courier, and we appreciate your trust in our services.