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Claims Policy
By accessing or using the Platform, you agree to be bound by these Terms. If you do not agree, please do not use the Platform.
1. Introduction and Our Role
Shipnovia Group Inc., doing business as “SHIPVIA COURIERS” hereinafter referred to as
“ShipVia Couriers”, provides the ShipVia Package Protection service (the "Service").
• Facilitator Role: ShipVia Couriers acts as the facilitator for this protection, supported
by a designated service partner for claims adjudication.
• Nature of Service: This Service is a contractual guarantee and does not constitute an
insurance product.
2. Excluded Countries and Situations
The Guarantee covers shipments worldwide, with specific exceptions noted below:
Sanctioned & Restricted Countries or Territories: The Guarantee is strictly void for any
shipment where the origin, transit, or destination includes countries or territories subject
to trade restrictions or economic sanctions.
Excluded Countries or Territories: No coverage is provided for shipments where departure,
transit, or arrival points include Iran, Cuba, North Korea, Sudan, Syria, Crimea, Afghanistan,
Venezuela, Belarus, Russia, Ukraine including Crimea and the Luhansk and Donetsk
regions, including their territories and possessions and any state or political subdivision
there of.
Regulatory Compliance: ShipVia Couriers will not provide protection or pay any sum as per
this policy and our terms, if the shipment involves any sanctioned or trade-restricted
countries or Territories and if such payment would violate regulations enacted by the United
Nations, European Union, United Kingdom, United States, Canada, or any other applicable
national law providing for such measures.
3. Exclusions from Guarantee
Important Note: A "Guarantee Exclusion" may also be a "Shipping Prohibition or Restriction"
under our Master Terms and Conditions, Prohibited and Restricted Items Policy and Safe and
Responsible Shipping Policy. However, some items allowed for transport may still be
ineligible for protection.
3.1 Excluded Goods
The Guarantee covers all new or used Goods, except those listed in the exclusions detailed
below in section 3.1.1.
3.1.1. THE FOLLOWING GOODS ARE EXCLUDED FROM THE GUARANTEE BY THEIR NATURE:
• FOOD OR PERISHABLE ITEMS,
• MEDICATION REQUIRING CONTROLLED TEMPERATURE (POSITIVE OR NEGATIVE),
• CIGARETTES, TOBACCO, AND TOBACCO PRODUCTS,
• LIQUIDS, WINES, AND SPIRITS,
• FRAGILE PRODUCTS,
• PRODUCTS THAT HAVE ALREADY BEEN BROKEN, DAMAGED OR FRAGILISED,
• CHEMICAL, TOXIC, OR HAZARDOUS PRODUCTS,
• MOLDY, POLLUTED, OR CONTAMINATED OBJECTS OR GOODS,
• FIREARMS, AMMUNITION, EXPLOSIVES, FUELS, AND FIREWORKS,
• RADIOACTIVE OR DANGEROUS MATERIALS,
• LIQUID FUELS SUCH AS LPG, FOD, HEAVY FUEL OIL, AND SIMILAR PRODUCTS,
• COMBUSTIBLE GASES, FLAMMABLE LIQUIDS,
• ILLEGAL SUBSTANCES DEFINED BY THE LEGISLATIONS OF THE PICK-UP OR DROP-
OFF COUNTRY,
• LIVING BEINGS, ANIMALS, PLANTS,
• STOLEN OR ILLEGALLY HELD PRODUCTS,
• MOVING FURNITURE,
• CONTAINER BODIES,
• PRODUCTS SHIPPED ON A PALLET,
• IDENTITY CARDS, PASSPORTS, DRIVING LICENSES, PROPERTY TITLES,
• OFFICIAL DOCUMENTS, SECURITIES, CASH, BANK CARDS, COINS, ANY PAYMENT
METHOD,
• PRODUCTS SUBJECT TO PROHIBITED OR CLANDESTINE TRADE AS DEFINED IN THE
PICK-UP OR DROP-OFF COUNTRY.
3.2 Excluded Risks
The Guarantee does not cover:
• DAMAGES, COSTS, LOSSES, THIRD-PARTY CLAIMS AND THEFT RESULTING
DIRECTLY OR INDIRECTLY FROM THE ABSENCE, INADEQUACY OR UNSUITABILITY
OF THE PREPARATION, PACKAGING OR WRAPPING OF THE GOODS, IN PARTICULAR
RUST, OXIDATION AND VARIOUS SCRATCHES ETC.;
• FUNCTIONAL BREAKDOWNS AND DAMAGES CAUSED BY MECHANICAL,
ELECTRICAL OR ELECTRONIC FAULTS IN THE PRODUCTS COVERED BY THE
GUARANTEE WHICH ARE NOT RELATED TO TRANSPORT;
• RISKS OF RADIOACTIVE CONTAMINATION, CHEMICAL, BIOLOGICAL, BIOCHEMICAL
AND ELECTROMAGNETIC RISKS;
• DAMAGES, COSTS, LOSSES, THIRD PARTY CLAIMS AND THEFT RESULTING DIRECTLY
OR INDIRECTLY FROM IONISING RADIATION OR RADIOACTIVE CONTAMINATION
CAUSED BY NUCLEAR FUEL OR RADIOACTIVE WASTE OR BY NUCLEAR REACTION;
• DAMAGES, COSTS, LOSSES, RECOURSE BY THIRD PARTIES AND THEFT RESULTING
DIRECTLY OR INDIRECTLY FROM THE RADIOACTIVE, TOXIC, EXPLOSIVE,
DANGEROUS OR CONTAMINATING PROPERTIES OF ANY NUCLEAR INSTALLATION,
REACTOR OR ANY NUCLEAR EQUIPMENT OR COMPONENT ATTACHED THERETO;
• DAMAGES, COSTS, LOSSES, RECOURSE BY THIRD PARTIES AND THEFT RESULTING
DIRECTLY OR INDIRECTLY FROM ANY WEAPON, DEVICE USING NUCLEAR FISSION
OR FUSION OR ANY OTHER SIMILAR NUCLEAR REACTION, OR NUCLEAR ENERGY,
OR ANY RADIOACTIVE PHENOMENON OR EFFECT;
• DAMAGES, COSTS, LOSSES, RECOURSE BY THIRD PARTIES AND THEFT RESULTING
DIRECTLY OR INDIRECTLY FROM THE RADIOACTIVE, TOXIC, EXPLOSIVE,
DANGEROUS OR CONTAMINATING PROPERTIES OF ANY RADIOACTIVE MATERIAL.
THIS LAST EXCLUSION DOES NOT APPLY TO RADIOACTIVE ISOTOPES, OTHER THAN
NUCLEAR FUELS, WHEN THEY ARE BEING PREPARED, TRANSPORTED OR STORED,
OR WHEN THEY ARE USED FOR COMMERCIAL, AGRICULTURAL, MEDICAL,
SCIENTIFIC OR OTHER PEACEFUL PURPOSES;
• DAMAGES, COSTS, LOSSES, THIRD PARTY CLAIMS AND THEFT RESULTING DIRECTLY
OR INDIRECTLY FROM ANY CHEMICAL, BIOLOGICAL, BIOCHEMICAL OR
ELECTROMAGNETIC WEAPON;
• DAMAGES, COSTS, LOSSES, THIRD PARTY CLAIMS AND THEFT RESULTING DIRECTLY
OR INDIRECTLY FROM THE USE OR OPERATION, WITH INTENT TO CAUSE DAMAGE,
OF ANY COMPUTER OR COMPUTER EQUIPMENT, COMPUTER PROGRAM OR
SOFTWARE, COMPUTER VIRUS, FALSIFIED CODE OR DATA TRANSMISSION, OR ANY
OTHER ELECTRONIC SYSTEM;
• DAMAGES, COSTS, LOSSES, THIRD PARTY CLAIMS AND THEFT ARISING DIRECTLY
OR INDIRECTLY FROM WAR (CIVIL OR FOREIGN) INVASION, TERRORISM, HOSTILE
ACTION, REPRISAL OR SABOTAGE, PIRACY, REBELLION, REVOLUTION,
INSURRECTION, RIOT, MILITARY OR USURPED POWER;
• DAMAGES, LOSS, COSTS OR LIABILITY OF THE PARTNER CAUSED BY A
COMMUNICABLE HUMAN DISEASE PROCLAIMED OR CHARACTERISED AS AN
EPIDEMIC BY A GOVERNMENT OR OTHER COMPETENT AUTHORITY OF ANY
COUNTRY;
• DAMAGES, LOSS, COSTS OR LIABILITY OF THE PARTNER CAUSED BY A
COMMUNICABLE HUMAN DISEASE PROCLAIMED OR CHARACTERIZED AS AN
EPIDEMIC BY THE WORLD HEALTH ORGANIZATION (WHO);
• DAMAGES, LOSS, COSTS OR LIABILITY OF THE PARTNER CAUSED BY ARTISTIC
DEPRECIATION;
• DAMAGES, LOSS, COSTS OR LIABILITY OF THE PARTNER RESULTING FROM LOSS OF
DATA RECORDED ON MAGNETIC MEDIA;
• DAMAGES, COSTS, LOSSES, THIRD PARTY CLAIMS AND THEFT RESULTING FROM
CAPTURE, ARREST, SEIZURE, RESTRAINT, MOLESTATION OR DETENTION BY ANY
GOVERNMENT OR AUTHORITY WHATSOEVER;
• DAMAGES, COSTS, LOSSES, RECOURSE BY THIRD PARTIES AND THEFT RESULTING
FROM CONFISCATION, SEQUESTRATION, REQUISITION, BREACH OF BLOCKADE,
SMUGGLING, SEIZURE, EXECUTION OR OTHER SEIZURES. THE PARTNER AND ANY
THIRD PARTY INVOLVED IN THE PROVISION OF THE SERVICE OR THE GUARANTEE
REMAIN UNAFFECTED BY ANY SECURITY THAT MAY BE PROVIDED TO RELEASE THE
GOODS COVERED BY THE GUARANTEE FROM SUCH SEIZURES;
• DAMAGES, COSTS, LOSSES, RECOURSE BY THIRD PARTIES AND THEFT RESULTING
FROM RIOTS, CIVIL COMMOTION, STRIKES, LOCK-OUTS AND OTHER SIMILAR
EVENTS;
• DAMAGES, COSTS, LOSSES, THIRD-PARTY CLAIMS AND THEFT RESULTING FROM
INTENTIONAL OR INEXCUSABLE FAULT ON THE PART OF THE CUSTOMER AND ALL
OTHER BENEFICIARIES OF THE GUARANTEE, THEIR EMPLOYEES, REPRESENTATIVES
OR ASSIGNS;
• DAMAGES, LOSSES AND COSTS RESULTING FROM INHERENT DEFECTS IN THE
GOODS COVERED BY THE GUARANTEE;
• WORMS AND VERMIN, EXCEPT IN THE CASE OF CONTAMINATION THAT OCCURRED
DURING SHIPMENT;
• THE INFLUENCE OF ATMOSPHERIC TEMPERATURE;
• ROAD BRAKING IN USE.
4. Limitations of Coverage
• Global Cap: Maximum liability is $100,000 per Parcel or Shipment, regardless of
number of parcels.
• Parcel Shops: Shipments to/from parcel shops are capped at $500. Are considered
as parcel shops any business whose main activity is not related to the transport of
goods.
• Coverage when the ShipVia Package Protection is purchased and the Parcel or
Shipment is under ShipVia Couriers custody (Lockers/ stalls/ Pickup by a ShipVia
Couriers Representative) is limited to:
o declared value of the Parcel,
o with an absolute maximum of one thousand dollars (1000$) per Parcel.
o Coverage value is limited to $250 per parcel when the parcel is at ShipVia
Dropoff hub location and ShipVia Couriers Custody coverage commences
after the pickup by ShipVia Couriers representative and full coverage
commences after the first carrier scan.
• Non-Resilient Packaging: Items in bubble or thin cardboard envelopes are covered
up to a maximum of $200.
• Porch Piracy: A Parcel delivered without a customer signature or delivered to other
location than the recipient address, the maximum payout for Post delivery theft is
capped at $250 irrespective of the declared value.
• River/Maritime: Goods entrusted to river or maritime carriers are not covered.
5. Mandatory Packaging Requirements
Failure to comply with these requirements voids the Guarantee:
• Double Packaging: Goods must be in a primary container (carton/bubble wrap)
placed inside a larger, new, rigid second container.
• Goods must be prepared, packed and packaged sufficiently and appropriately
according to their nature to withstand the risks of the transport.
• Discretion: Containers must be rigid and not allow contents to be detected by touch
or palpation.
• Fragile Goods: Must be shipped in a hard case or wooden crate.
• Labeling: The shipping label must include complete Recipient information.
6. Conditions, Inclusions and Duration of coverage
6.1 Conditions of coverage
• Package should be under the Responsibility and Control of the common carrier.
• No coverage if the triggering event occurs before the Package is entrusted to the
common carrier or it has been delivered to the delivery address with the exception of
Post delivery theft (Porch Piracy) only.
• The Parcel must be shipped through a tracked and proof of delivery shipping service.
• In case of parcel arrive damaged, the recipient must make a note of damages on the
carrier’s delivery note to be eligible for compensation. Accepting the parcel without
any objections waives the right to claim and compensation.
• The guarantee will not cover if a recipient agrees with the carrier to deliver the parcel
in their absence, without a note and signature, entrusting to a third party, placing in a
mailbox or any other place.
• The Declared value entered by the user or customer during the purchase of guarantee
must be corroborated by a commercial invoice and never exceed or subceed the
value stated on the commercial invoice.
• The amount of compensation will not exceed the invoice value for intact products and
for damaged products, the value of the repair costs of the product if possible.
• The coverage amount of carrier’s default liability will be deducted from the shipping
guarantee payout. The carrier’s default liability amount recovery is subject to carrier's
discretion and terms while ShipVia Couriers will facilitate the negotiation for their
customers as a premium service only, and not a guarantee on behalf of carriers.
6.2 Inclusions of Coverage
The Guarantee covers risks of loss, theft (total or partial), and damage to Goods, excluding
the goods and risks listed in section 3 and its subsections (above).
In order to be admissible, a Claim must relate to the following triggering events:
• Loss of the Parcel: Parcel not delivered to its Recipient and not located by the Carrier
who issues a certificate of loss of the Parcel.
• Theft of the Parcel: theft of a Parcel during its transport by force, violence, threat,
break-in, use of a false identity, with murder or attempted murder (theft in the hands
of the Carrier).
• Damage to the Parcel: the product is delivered damaged compared to its condition at
the time of dispatch.
• Non-delivery of the Parcel: the Parcel has not reached its recipient and has been
declared delivered by the carrier or Post delivery theft (Porch Piracy).
6.3 Duration of Coverage
The Guarantee takes effect when the covered Goods, packaged in accordance with the
requirements specified in section 5 of this policy , are handed over to the Carrier and ends
upon Delivery against the discharge of the Goods to the Recipient or, in any event, at the
expiration of a period of 21 (twenty-one) days from the Collection Date, regardless of the
mean of shipping.
For returned Goods, the Guarantee will end at the expiration of a period of 21 (twenty-one)
days from the initial Collection Date, regardless of the mean of shipping. Goods delivered
and then returned to the sender are not covered by the Guarantee.
7. Claim Windows and Deadlines
Claims must be submitted within the following strict timeframes:
• Loss or Theft: Maximum of 21 days after the Collection Date.
• Damage or Non-delivery of Parcel declared delivered: Maximum of 14 days after the
actual or notified Delivery date.
• Duration: The Guarantee ends upon Delivery or 21 days from the Collection Date,
whichever is first.
8. Claims Procedure and Documentation
To open a claim, use the "File a Claim" tool on the ShipVia Couriers website.
The Guarantee will not be effective if the Customer fails to comply with all the requirements
of this Claims and Indemnification procedure:
8.1. Customer Obligations
In case of a claim, the Customer must:
• Take all precautionary measures to protect the guaranteed Goods and limit damages;
• Preserve all rights and recourse actions against the Carriers and/or any presumed
third party responsible;
• In case of damage:
o Require the Recipient to write clear, precise, and meaningful reservations on
the delivery note, or refuse Delivery. A damaged Parcel whose delivery note is
signed without reservations or without refusal of Delivery cannot be
compensated;
o Require the Recipient to provide a photo of the Parcel, its contents and
packaging;
o Require the Recipient to keep all packaging;
• In case of theft, file a complaint.
8.2. Required Documents
The Customer must promptly provide the following documents if requested:
• Copy of identity document and/or Kbis extract of the company or equivalent foreign
document;
• Proof of guaranteed value: Copy of the invoices for the goods contained in the Parcel
• A photo of the Parcel and/or its contents and/or its packaging;
• Copy of the claim submitted to the Carriers and their responses;
• In case of loss: non-delivery certificate issued by the Carrier;
• In case of theft: copy of the police report detailing the circumstances of the theft of
the Parcel;
• In case of damage: photos of the damage, a copy of the reservations made on the
delivery slip, an estimate or invoice for the repair costs of the Goods if this is possible;
• A signed copy by the recipient of a request to block the goods (ie. IMEI);
• A declaration on honour or sworn affidavit by the Recipient that the Parcel has not
been received, accompanied by proof of identity.
In case of doubt, ShipVia Couriers or any third party acting on its behalf reserves itself the
right to conduct a preliminary investigation.
8.3. Reimbursement to ShipVia Couriers
If the Customer has been compensated under the Guarantee due to the non-delivery of a
Parcel, and the Goods contained in the said Parcel are subsequently found, the Customer
hereby agrees to retrieve the Goods, the recovered Parcel(s), and reimburse ShipVia Couriers
for the compensation previously received, deducting, if applicable, the losses and damages
covered by the Guarantee.
9. Carrier Default Liability and Subrogation
• Subrogation: ShipVia Couriers is subrogated to the Customer's recourse rights
against the Carrier.
• No Double Recovery: Any compensation received from the Carrier is deducted from
the Guarantee payout or must be refunded to ShipVia Couriers.
10. Cancellations and Refunds
The ShipVia Package Protection is not refundable upon purchase or purchased along with
the associated shipping label. As this is an optional service guarantee provided for your
peace of mind and is not a mandatory requirement for the facilitation of your shipment, the
fee covers the administrative costs and the reservation of risk capacity for your specific
package.
Once the transaction is complete, the protection is locked to the shipment ID. Even if the
shipping label is cancelled before the carrier scans or picks up the package, the protection
fee remains non-refundable.
11. Decision Authority and Legal Framework
• Adjudication: A designated service partner makes the final decision on claim validity
and payout decisions.
• Privacy: To adjudicate claims, Customer data is shared with partners in the
European Union. This is mandatory for the Service. For more details, please refer to
our privacy policy.
• Mandatory Acceptance: Acceptance of ShipVia Package Protection Terms and
Conditions at the time of purchasing Guarantee Service and acceptance of our
Master Terms and Conditions, Privacy Policy before purchasing the associated
shipping label are mandatory to be eligible for ShipVia Package Protection Claims
adjudication and payout.
• Governance: The ShipVia Couriers Operations, ShipVia Package Protection Terms
and Conditions, Platform Master Terms and Conditions along with Claims policy,
Other associated Platform Policies are governed by the laws of Ontario, Canada.
12. Contact and Support
For questions before or after filing a claim:
Please use the chatbot or the customer support ticket system available in the website.