Secure Mail Services Limited is operated under the brand-name DX Secure and is part of the DX Group.
By using the Secure Mail Services Limited (SMS) service, the Customer agrees to the SMS terms and conditions of business, as set out below:

1. SMS is only responsible for the safe delivery of sealed packages carried by SMS from and to the US Embassy. The contents of packages are the responsibility of either the Customer or the US Embassy. SMS is not responsible to any party for any delay, loss or damage caused by the Customer or the US Embassy.

2. All delivery, redelivery or redirection charges of SMS are payable directly by the Customer (and not by the US Embassy). SMS charges are as specified when the Customer places his or her order. In the event of the Customer failing to pay SMS charges prior to leaving the US Embassy SMS will use all reasonable endeavours to contact them to arrange for delivery of the sealed package from the US Embassy. An additional administration fee will be payable if this additional work is required.

3. SMS will use all reasonable endeavours to contact the Customer, by text message sent to the mobile number given when placing the order, when SMS has possession of the package to be delivered, and will indicate the likely delivery day.

4. SMS standard delivery days are Monday to Friday, 8am to 6pm, excluding UK Bank Holidays. SMS will aim to deliver the next working day and, where a timed delivery service has been purchased, during the time slot you have selected when booking your SMS service. In certain areas we are able to offer deliveries on Saturdays; you will be advised if a Saturday delivery is available to you. Collections from Customers – SMS can arrange the collection of items from Customers (between 8am and 6pm, Monday to Friday) for onward delivery to the US Embassy, and the Customer shall allow 4 (four) working days for the item to reach the US Embassy.

5. If the Customer has paid an additional charge (as stated on the invoice) for delivery on a specified day, or within thirty minutes of a specified timeslot, and this delivery date or time is not achieved, SMS will refund the difference between the additional charge band paid and the charge band that would have been payable by the Customer in respect of the actual time of delivery (or attempted delivery). SMS shall not be responsible for any other compensation payment or reimbursement of other costs or losses that the Customer may incur by reason of such delay, except for those delays falling within paragraph 8 below.

6. Delivery of sealed packages to the Customer will be made to the address provided and confirmed by the Customer or the US Embassy to SMS when making the booking. SMS is not responsible for any delay or loss of documents caused where an incorrect delivery address has been specified by the Customer.

7. The Customer or his or her representative must provide evidence of identification of the Customer and sign the required proof of delivery to acknowledge receipt of the package.

8. If it is not possible to deliver to the specified delivery address (for example because there is no answer or there is no required signatory, as referred to in paragraphs 6 and 7), SMS will, where possible, leave a calling card with details for the Customer to contact SMS in order to rearrange delivery.

If this redelivery is not successful, or if the Customer does not contact SMS to rearrange delivery, then after one week from the original attempted delivery, SMS will return the package to the US Embassy. In these circumstances, the Customer will be required to pay SMS the standard published charge together with an administration fee to arrange for another delivery to the Customer to be attempted.

9.   Delays - If SMS has not delivered the package to the Customer on the likely delivery date notified to the Customer under paragraph 3, and this is due to the fault of SMS, its staff or contractors, SMS shall pay to the Customer compensation as a result of this delay, of the following amounts:

Documents affected Maximum cost SMS is responsible for
Package with one or more passports (no Visas) £20
Package with one or more passports with one or more Visas
(and/or other documents)		 £30

In the event that there is a delay in delivery within thirty minutes of a specified timeslot the Customer shall only be entitled to a refund as set out in Paragraph 5 above and shall only be entitled to the compensation stated above if the package is not delivered at all on the notified likely delivery date. SMS shall not be responsible for any other costs or losses that the Customer may incur by reason of such delay.

10. Loss or Destruction of Documents - SMS can only be responsible for loss of or damage to documents which happen during the period the documents are in the custody of SMS. If the documents of a Customer are lost or destroyed in these circumstances, SMS will be responsible for the cost of replacing such documents and reasonable travel expenses incurred in order to obtain such replacement documents, up to the following amounts:

Lost or Destroyed Document Maximum amount SMS is responsible for
Package with one Passport (with or without Visas or Stamps), one birth certificate or one marriage certificate Cost of replacement up to £750
Package with more than one passport (with or without Visas or Stamps), more than one birth certificate or more than one marriage certificate or any combination of more than one of these documents Cost of replacement up to £1500

The maximum amount that SMS will be responsible for in total for all documents in the package is £1500.

11. Where SMS is responsible under paragraph 10, in addition to the costs payable by it, SMS will refund the charges paid by the Customer for the collection or delivery of the package.

12. Except as set out in Paragraphs 9 and 10, SMS will not be liable for any inconvenience, loss of opportunity, loss of profit, expense or other loss of any kind. In particular, SMS cannot accept liability for any costs or losses that are incurred because the Customer is unable to travel as intended. SMS strongly advises that final travel plans and the purchase of non-refundable tickets should not be made until any required travel documents have been delivered.

13. All claims must be notified by the Customer to SMS in writing, promptly, and in all cases within 48 hours of the Customer becoming aware or ought reasonably to have become aware of the relevant delay, loss or damage. All costs and expenses claimed by the Customer must be verified to SMS’ reasonable satisfaction; receipts will be required.

14. The Customer agrees to these terms for himself or herself and on behalf of all other persons whose documents are contained within the package. 

September 2009

 

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