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SDA EXPRESS COURIER SPA
QUALITY SERVICE CHARTER
PREMISE
INSPIRED PRINCIPLES AND QUALITY CARD OBJECTIVES
In compliance with Legislative Decree 261/1999 and subsequent amendments and with Resolution 413/14 / CONS of the AGCOM, the
Quality of SDA acknowledges the quality objectives of the services included in the service
and defines the procedures for handling complaints and reimbursements with reference to these services.
With this SDA Quality Charter, it undertakes to achieve the following objectives:
- define and comply with the quality standards of the services offered;
- define the products offered to customers;
- provide for the possibility of compensation if quality objectives are not respected
taking into account the current provisions;
- define the complaint procedure;
- facilitate opportunities for contact with the company;
- establish a relationship of trust with the clientele based on simple information and
understandable.
The Quality Charter can be downloaded from the website www.sda.it .
Standard contracts for the provision of services are generally open-ended and non-permanent
constitute an obligation to purchase for the customer who, unless otherwise agreed, will order from time to time
services necessary for it. In any case, the same can still withdraw from the contract in each
moment with 30 days notice. In the standard agreements the contractual variations pursuant to
art. 12 of the General Conditions of Carriage are communicated to the Customer with advance notice of
30 days. In this period of time the same can communicate that he does not want to accept the changes
make and withdraw without penalty.
SERVICES OFFERED BY SDA:
RECOMMENDED - RECOMMENDED INSURED
How to access the service
The service is accessible to everyone, after signing a subscription (without any commitment
minimum sending of shipments) and after activation / installation of one of the technological platforms
provided free by SDA. A connection is required for the use of these platforms
to the internet.
Features
- Geographical area of ​​reference: delivery of the shipment is carried out throughout the territory
national, including islands.
- Home delivery is carried out on the street level using the methods indicated in art. 38 paragraph
2 of Presidential Decree n. 655/82 and smi also for registered insured.

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- The delivery to the companies is carried out, in general, in the hands of the receptionist
or in the hands of a person who qualifies as a delegate by the recipient.
- In general, following the assignment of the shipment to SDA, the faculty of
request the return or modification of the address or continuation for another location.
- To make a shipment with the recommended service, SDA provides a free
plastic packaging that allows you to ship up to 2 kilograms of weight.
- It is included in the price of the service, at the request of the customer, the pick-up at home. It's possible
request collection through the use of the technology platform, or via a link
to the site www.sda.it or by phone at the single payable number 199-113366. And then
You can entrust the shipments, already accompanied by the necessary documentation, by delivery
direct at one of the branches of SDA in the area, whose list is available on the site
- The delivery of shipments is made from Monday to Friday (excluding holidays).
- One (1) delivery attempt is foreseen. In the case of non-delivery due to absence of the
recipient, SDA will leave a notice of non-delivery with an indication of the
single payment number 199-113366 to call to request the return (free)
within 3 working days following (Saturday excluded).
- Management of undelivered shipments: in case it was not possible to deliver one
Registered shipping per recipient absent, incorrect address, incomplete, not
localizable, missing civic, transferred, we will keep the shipment in stock
free for 15 working days starting from the day following the first delivery attempt
valid. The communication of stock will be sent to the web page made available on
SDA portal. The Customer undertakes to periodically check the dedicated web pages,
promptly reporting any disruptions.
The sender will be able to provide SDA with the instructions useful for the purpose of releasing the shipment in
following modes:
• directly from the technological platform used;
• on the website www.sda.it through the "Svincolo Giacenze" function or, upon registration,
directly from the mySDA portal ;
• by phone at the single payable number 199-113366.
At the moment of release of the stock, the customer can request, for a fee, even one
delivery accessory to be chosen between: on the floor, by appointment, on Saturday, in the evening or one of the
possible combinations foreseen (the list of available combinations is available on the website
internet www.sda.it). No fee is payable for the storage period.
In case of non-delivery for rejected shipping, non-standard shipping, non-delivery
payment of the mark, failure to indicate the amount of the mark, amount of
discordant mark, sender of illegible mark, the shipment is returned to the
sender without any stock.
- In case of force majeure, fortuitous event, made by the third party or in any case for events not attributable to
SDA, the latter, if the event entails a temporary difficulty of delivery, will try the
delivery to the addressee once the case has ceased.
It will be the sender's responsibility to monitor the shipment status by connecting to the website
www.sda.it , or through the direct consultation of one of the technological platforms
used, or by telephone to the single payable number 199-113366.
- Return to sender: in cases of impossibility of delivery or of complete storage, the consignments
are returned to the sender at no additional cost.

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- In case the sender refuses to take delivery of shipments than for any
Reason they have not been delivered, or do not provide, in case of his absence, the withdrawal of the
shipment within 15 days of the notice left by SDA, the latter, at its discretion,
may proceed to the destruction or disposal of rejected shipments.
- SDA is equipped with a mechanized operating system that allows it to monitor the shipment
in every phase. Therefore, the correct indication by the customer of the information
necessary (street, house number, cap, etc.) will be essential and decisive for the success of the
delivery.
- Certification of shipment with legal value.
- Electronic tracking: possibility to have information on the status of the shipment, either
through one of the technological platforms used, both by telephone to the single number a
payment 199-113366 both through the website www.sda.it.
Services Accessories
- Additional service for cash on delivery : paid service. Maximum amount of cash on delivery: €
2.999.99 per shipment. The methods of collection can be as follows: a) bank check or
circular headed to the Customer (non-transferable); b) bank or circular check made payable to SDA
Express Courier (non-transferable); c) cash.
- Accessory reception accessory service : paid service which provides for the return to the
sender within 3 working days from the day following delivery of the shipment,
of the acknowledgment of receipt with legal certification of delivery, or postcard
signed by the recipient or by a person responsible for collecting the shipment. Notice of
receipt in paper format can be sent via a third-party postal operator. In case
of non-receipt of the latter document, SDA will be held exclusively for the issue of
a duplicate with attestation of conformity, excluding any other fulfillment and / or compensation.
smart alert : accessory service that provides, after configuration on mySDA by the
Customer, sending a notification (via sms and / or e-mail) with which the sender and / or the
consignee that the shipment is "consignment" and / or "in delivery" and / or "firm custody" and / or
"Absent recipient" and / or "incorrect / incomplete address". Sending the notification by e-mail is
free of charge, while for each text message an amount of 0.15 euros will be charged on the invoice.
Digipod accessory service : paid service which provides for the web consultation of the
digitalised proof of delivery, ie the image of the Waybill signed by the addressee
or by person responsible for collecting the shipment. The digipod is available on the mySDA portal
for a period of six months starting from the delivery date of the shipment.
- Delivery notice message (without legal certification): accessory service, included in
price of shipment, which allows you to receive via sms or e-mail notification of successful delivery.
The service can be requested by the Customer on the website www.sda.it through the "Search" function
Shipments ".
Insurance accessory service: paid service. Shipments can be insured
up to a maximum of 2,582.28 euros.
- Request for delivery to SDA branches (so-called deposit ): the free service for one
period of 15 days starting from the day following the one scheduled for delivery, allows the
recipient to collect shipments directly at a branch of SDA. To activate the
service, the sender must simply indicate the wording firm filing in the letter of
Car entering, in place of the delivery address, the address of the SDA branch.

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- Delivery to the floor : paid accessory service that allows delivery of shipments
directly to the recipient's plan. The service is compatible with other ancillary services
exception of shipments for which the service of delivery in custody has been requested .
- Delivery s u appointment : paid accessory service that allows you to agree a
appointment with the recipient. The Customer, to request the service, must select
the accessory delivers by appointment , indicating the telephone number and the
references of the recipient, using the technological solution used. The customer is
responsible for the correctness / completeness of the telephone numbers entered; if such data
should they be incomplete and / or incorrect, SDA will not be able to contact the recipient for
agree the appointment and, in this case, the shipment will be delivered in the manner and in the
standard times provided for by the service. The appointment can be agreed with the
recipient from the date of arrival of the shipment in the SDA branch of destiny and the date
the delivery date can be set no later than 5 working days
later. The delivery will be made at the time agreed with the recipient, subject to one
tolerance band of one hour in advance and / or late compared to the scheduled time. Service
accessory delivery by appointment is compatible with other accessories except for
shipments for which the delivery service has been requested in custody .
- Redelivery on a ppuntamento : paid accessory service that allows you to agree with
the recipient is an appointment for the second attempt to deliver the shipment, in the case in
in which the first attempt was unsuccessful due to the absence of the recipient. The customer has the
possibility to activate the service in two different times / modes:
a) before sending, with mass activation on all shipments produced through the
own technological solution, after configuration on mySDA . The appointment for the
redelivery will be automatically agreed with the recipient for all shipments
not delivered on the first attempt;
b) after sending, selecting the accessory on the single shipment during the retraction phase
that is not delivered by an absentee recipient.
In order to use the service, the Customer must indicate the telephone number
and the recipient's references. It is also responsible for the correctness / completeness of the
telephone numbers entered during the completion of the Waybill; if such data
should they be incomplete and / or incorrect, SDA will not be able to contact the recipient for
agree on the appointment. In this case, the shipment will follow the usual management procedure.
The appointment can be agreed with the recipient from the date of failure
delivery and the date for delivery can be set no later than 5 working days
later.
The return will be done at the time agreed with the recipient, subject to a band of
tolerance of one hour in advance and / or delayed with respect to the scheduled time.
The accessory service returns by appointment and is compatible with other accessory services.
For the accessory delivery by appointment the same price of delivery will be billed on
appointment.
Saturday delivery : paid accessory service indicated for deliveries to private individuals in the
Saturday (excluding holidays). The Saturday delivery service is only available for
destination location / cap included in the specific " Saturday " delivery area available on the website
Internet www.sda.it . Delivery will be made within the following Saturday's day
shipment pick-up date, depending on the delivery times foreseen by the service
SDA Recommended. In the period in which the shipment will remain stationary in the destined branch not
no storage costs will be applied. The Saturday delivery service is compatible

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with the other accessories except for shipments for which the service has been requested
delivery in custody and delivery service in the evening .
Evening delivery : paid accessory service indicated for shipments they must
arrive at your destination after the usual delivery times in the most important Italian cities. There
delivery will be made in the evening, from Monday to Friday (excluding holidays), from 18:30 to
21:00, exclusively in the places that have as destination a location / cap included in the
specific " evening " delivery area available on the website www.sda.it . The accessory service
evening delivery is compatible with other accessories except shipments for which it is
the delivery service in custody and the delivery service on Saturday was requested .
Quality objectives for the recommended service for 2015
- Delivery in 3 working days (excluding Saturday) + delivery in 92.5% of items.
- Delivery in 5 working days (Saturday excluded) + shipping in 99% of items.
Complaints
Who can file a complaint
Sender and recipient.
How and where to file a claim
- Contacting the SDA call center at the single paying number 199-113366 (the detail of the
costs is present on the site www.sda.it ).
- To the e-mail address: assistenza@sda.it by filling out the online form on the website
www.sda.it or, upon registration, directly from the mySDA portal;
- By sending a fax to the single payable number 199-113470.
- Writing to the Complaints Office of SDA, in Viale Europa n. 175 - 00144 - Rome.
When to file a claim
The complaint must be submitted within 8 calendar days from the date of acceptance of the
shipment or within the various terms, where they are mandatory, provided for by the provisions
applicable regulations.
Complaint types
- delay in delivery;
- non-delivery;
- damage or tampering;
- non-crediting of the mark.
Times and methods of response
The company undertakes to process the complaint and communicate the outcome to the customer within 45 working days
from the receipt of the complaint with SDA.
Cases in which the reimbursement and its amount is expected
• Recommended: for delay in delivery exceeding the 10th working day following the date
of shipping, the cost incurred for shipping, net of VAT, is reimbursed.
The supplements paid for ancillary services will not be reimbursed.

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For delays in delivery exceeding the 30th working day following the dispatch date,
for non-delivery or for total damage the reimbursement is 28.00 euros.
• Registered Insured: for the delay in delivery exceeding the 10th working day
after the date of shipment, the cost incurred for shipping is expected, with the exception of
of insurance law.
For delay in delivery exceeding the 30th business day following the shipping date is
a reimbursement of 28.00 euros is required, subject to verification of loss or damage.
For the non-delivery and total damage the declared value is expected, however within
the limits of the insured amount, plus the cost incurred for shipping, net of the right to
insurance.
For the partial damage the declared value is expected, net of the non-value
damaged, within the limits of the insured amount.
Methods and times of collection of the reimbursement
Among the different repayment methods you can choose: bank transfer or compensation
receivables / payables.
For shipments containing documentation, the costs of reconstruction of the
documents up to a maximum of € 28.00 per shipment.
The reimbursement can be done automatically with the issue of a credit note for non-shipments
insured
The refund will be issued within 30 days from the communication to the Customer of the outcome of the complaint.
For insured registers, they are reimbursed for direct and material damage suffered by the
shipment, however within the limits of the insured amount, net of overdrafts and deductibles
provided for in the transport contract.
Among the different repayment methods you can choose: bank transfer or compensation
receivables / payables.
Compensation may occur within 60 days from the date of receipt of the documents required by
SDA, therefore, the compensation times are net of the days required by the Customers for
produce documentation or authorities to issue any reports of theft or theft
road accidents.
Recommended with COD
The full amount of the cash on delivery is refunded only if the registered letter shows
delivered and the amount not collected. In cases of non-delivery of the shipment will be reimbursed
compensation linked to the product.
Who is entitled to a refund
In the event of ascertained disruption, SDA shall, in the manner and terms specified, pay compensation to the
sender who filed the complaint request.
In order to indemnify the recipient, the formal surrender of the sender is required in favor of the
recipient, with attached a photocopy of a valid identity document.
SDA is released from any responsibility for delay, failure to perform the service, loss,
total or partial damage, tampering with shipments with illegal content and for
any other fact attributable to the sender (including the nature or defects of the shipment and / or
packaging, address and compilation not compliant with the standards provided on the site www.sda.it)
o for reasons of force majeure, fortuitous event or fact of the third party or in any case for events not attributable to
SDA.

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In no case does SDA assume responsibility for indirect damages (such as, for example,
loss of profit, loss of profits, of customers, of image) resulting from delayed delivery,
failure to perform the service, loss, tampering or damage to the shipment.
Types of shipping excluded
SDA is not responsible for the transport of money in any currency, gold, securities and precious in
genre, antiques, stamps, and / or stamps also from collectibles, prints of artistic value,
stamps, securities of any kind or bearer, food stamps, food products and objects
perishable.
Shipments containing potentially dangerous and dangerous goods or in any case are not allowed
in contrast with the current regulations or with the General Conditions of Carriage of SDA
published on the website www.sda.it.
Conciliation procedure pursuant to AGCOM Resolution no.184 of 28 February 2013
The sender / recipient will be able to access an out-of-court settlement service through the
filling out the forms on the site www.sda.it .
The times to access the conciliation procedure are as follows:
- within 30 working days from the date of receipt of the response to the complaint (if not considered
satisfactory);
- within 60 working days from the date of presentation of the complaint, in case of failure
answer.
The response time to the conciliation procedure:
- the conciliation procedure will end within 60 working days from the date of receipt
of the instance, both in the case of a positive or negative result;
- within 90 calendar days from the closing of the conciliation, the user, in case of a negative outcome,
may appeal to the Italian Communications Authority.
Reference applicable regulation
For anything not provided for in this Charter of Services, we refer expressly to the rules
general and special information on the subject, as well as the General Conditions of Carriage published on the site
www.sda.it and applicable services.

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RECOMMENDED ONE - RECOMMENDED ONE INSURED
How to access the service
The service is accessible to everyone, after signing a subscription (without any commitment
minimum sending of shipments) and after activation / installation of one of the platforms
technology provided free of charge by SDA. For the use of these platforms it is necessary a
connection to the internet.
Features
- Geographical area of ​​reference: delivery of the shipment is carried out throughout the territory
national, including islands.
- Delivery times: delivery is approximately indicative within 1/2 working days
following the withdrawal in most Italian locations. Delivery times vary in
function of the place of departure and arrival of the shipment, verifiable in the appropriate section
of the website www.sda.it or the single payable number 199-113366.
- Home delivery will be carried out on the street level using the methods indicated in art. 38
paragraph 2 of Presidential Decree no. 655/82 and smi also for registered insured.
- Delivery to companies can be carried out in the hands of the receptionist
or in the hands of a person who qualifies as delegated by the recipient.
- In general, following the assignment of the shipment to SDA, the faculty of
request the return or modification of the address or continuation for another location;
- For the Recommended Uno service, SDA provides a plastic packaging free of charge
allows you to ship up to 2 kilograms of weight. It is not allowed to use different packaging
from that specially supplied or more packaging per single shipment.
- It is included in the price of the service, at the request of the customer, the pick-up of the shipments
in object. It is possible to request collection directly via the technological platform or
by linking to the site www.sda.it or by phone to the only payable number
199-113366. You can also entrust to SDA shipments, already accompanied by the necessary
transport document, by direct delivery to one of the branches in the territory, whose
list is available on the website www.sda.it .
- The delivery of shipments is made from Monday to Friday (excluding holidays).
- One (1) delivery attempt is foreseen. In the case of non-delivery due to absence of the
recipient, SDA will leave a notice of non-delivery with an indication of the
single payment number 199-113366 to call to request the return (free) of the
shipment within 3 working days following (Saturday excluded).
- Management of undelivered shipments: in case it was not possible to deliver one
Registered Shipping One per recipient absent, incorrect address, incomplete, not
localizable, missing civic, transferred, we will keep the shipment in stock
free for 15 working days from the day following the first valid delivery attempt. There
storage communication will be sent to the web page made available on the SDA portal.
The Customer undertakes to periodically check the dedicated web pages, reporting
timely any disruptions.
The Customer / sender can provide SDA with the instructions useful for the purpose of releasing the shipment
in the following ways:
• directly through the technological platform;
• on the website www.sda.it through the stock release function or, upon registration,
directly through mySDA portal ;

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• by phone at the single payable number 199-113366.
At the moment of release of the stock, the customer can request, for a fee, even one
delivery accessory of your choice between the floor, by appointment, on Saturday, in the evening or one of the
possible combinations foreseen (the list of available combinations is available on the website
internet www.sda.it). No fee is payable for the storage period.
In case of non-delivery for rejected shipping, non-standard shipping, non-delivery
payment of the mark, failure to indicate the amount of the mark, amount of
discordant mark, sender of illegible mark, the shipment is returned to the
sender without any stock.
- In case of force majeure, fortuitous event, made by the third party or in any case for events not attributable to
SDA, the latter, if the event entails a temporary difficulty of delivery, will try the
delivery to the addressee once the case has ceased.
It will be the sender's responsibility to monitor the shipment status by connecting to the website
www.sda.it , or through the direct consultation of one of the technological platforms
used, or by telephone to the single payable number 199-113366.
- Return to sender: in cases of impossibility of delivery or of complete storage, the consignments
are returned to the sender at no additional cost.
- In case the sender refuses to take delivery of shipments than for any
they have not been delivered, or they do not provide, in case of his absence, the withdrawal of the
shipment within 15 days from the notice left by SDA, the latter may proceed to
destruction or disposal of shipments rejected by the sender, at its discretion.
- SDA is equipped with a mechanized operating system that allows it to monitor the shipment
in every phase. Therefore, the correct indication by the customer of the information
necessary (street, house number, cap, ect) will be essential and decisive for the successful outcome of the
delivery.
- Certification of shipment with legal value.
- Electronic tracking: possibility to have information on the status of the shipment either
through one of the technological platforms used, both by telephone to the single number a
payment 199-113366 both through the website www.sda.it.
Ancillary services for delivery at fixed hours (so-called Time Definite supplements )
Optional services, for a fee, which guarantee the delivery of the
Registered Shipping One within the chosen time of the scheduled delivery day.
You can choose from the following Time Definite supplements :
9 am : guaranteed delivery supplement before 9:00 am of the day following collection (or
2nd day after collection for shipments departing from Sicily, Calabria and Sardinia to
the other regions included in the specific delivery area) from Monday to Friday, excluding holidays.
10am : guaranteed delivery supplement by 10:00 am the day after pick-up (o
of the 2nd day after the collection for shipments departing from Sicily, Calabria and Sardinia
to the other regions included in the specific delivery area) from Monday to Friday, holidays
excluded.
12 noon : guaranteed delivery supplement before 12 noon on the day following the pick-up (o
of the 2nd day after the collection for shipments departing from Sicily, Calabria and Sardinia
to the other regions included in the specific delivery area) from Monday to Friday, holidays
excluded.
For shipments "9 o'clock" the customer agrees, also pursuant to and for the purposes of art. 1381 of the Civil Code, a
ensure that the recipient is present and ready to collect the shipment as early as 8:00 am

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morning following the shipment. In case of lack of presence of the recipient, or of
delay, the shipment will not be delivered to "absent recipient".
The Time Definite services at 9, 10 and 12 hours are only available for specific delivery areas
verifiable in the appropriate area of ​​the website www.sda.it .
The Customer can request the services at 9, 10 and 12 hours by activating the appropriate field of the form
to complete the transport document for one of the technological platforms used for the
printing of the Letters of Car.
Claims and Refunds of Shipments Recommended One with Time Defined Supplements :
The delayed delivery involves, excluding any other compensation, alternatively, upon request of the
Customer:
1. the right to reimbursement of the supplement, if the Customer had already paid it;
2. the non-payment by SDA of what the customer would be required to pay for
the supplement.
The shipment will be considered "delayed" in the cases in which the delay is more than 15 minutes.
The repayment or non-debit will not be due if one of the following occurs
conditions: incorrect information by the sender and / or incorrect and / or incomplete address; consistent
changes in atmospheric conditions; causes beyond the control of SDA; absence of the
recipient; delay in delivery to the courier.
The refund will not be paid if the methods have not been followed scrupulously
activation of the Time Definite supplements and / or the expected characteristics have not been respected
from the Recommended One service .
The refund, or the non-debit request, must be requested within 15 days from the date
expected for delivery of the shipment.
The reimbursement can be paid also through compensation with amounts owed by the Customer a
SDA for services performed. If a shipment with Time surcharge is entrusted to SDA
You define that it does not respect even one of the limits and characteristics of the SDA service
Recommended One and / or the route, depending on the location / departure point and the location / cap of
arrival, is not covered by the guaranteed delivery service, the shipment can not be applied
guarantee of delivery. In this case, the shipment will be delivered by SDA according to standard times
of the service and the supplement will not be applied.
Services Accessories
- Additional service for cash on delivery : paid service. Maximum amount of cash on delivery:
2.999.99 euros per shipment. The methods of collection can be as follows: a) check
banking or circular in the name of the Customer (non-transferable); b) bank or circular check
made out to SDA Express Courier (non-transferable); c) cash.
- Accessory reception accessory service : paid service which provides for the return to the
sender with the same timing provided by the service starting from the day following
delivery of the shipment, of the acknowledgment of receipt with legal certification of occurred
delivery, ie the postcard signed by the addressee or by a person appointed to collect the
shipment. The electronic tracking can be consulted on the site for the acknowledgment of receipt
www.sda.it or through one of the technological platforms or by contacting Customer Service at
single payment number 199-113366. In case of non-receipt of the latter
document, SDA will be held exclusively to issue a duplicate with certification of
conformity, excluding any other fulfillment and / or compensation.
smart alert : accessory service that provides, after configuration on mySDA by the
Customer, sending a notification (via sms and / or e-mail) with which the sender and / or the
consignee that the shipment is "consignment" and / or "in delivery" and / or "firm custody" and / or

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"Absent recipient" and / or "incorrect / incomplete address". Sending the notification by e-mail is
free of charge, while for each text message an amount of 0.15 euros will be charged on the invoice.
Digipod accessory service : paid service which provides for the web consultation of the
digitalised proof of delivery, ie the image of the Waybill signed by the addressee
or by person responsible for collecting the shipment. The digipod is available on the mySDA portal
for a period of six months starting from the delivery date of the shipment.
- Delivery notice message (without legal certification): accessory service, included in
price of shipment, which allows you to receive via sms or e-mail notification of successful delivery.
The service can be requested by the Customer on the website www.sda.it through the search function
shipments .
Insurance accessory service: paid service. Shipments can be insured
up to a maximum of 2,582.28 euros.
- Request for delivery to SDA branches (so-called deposit ): the free service for one
period of 15 days starting from the day following the one scheduled for delivery, allows the
recipient to collect shipments directly at a branch of SDA. To activate the
service, the sender must simply indicate the wording firm filing in the letter of
Car entering, in place of the delivery address, the address of the branch of SDA.
- Delivery to the floor : paid accessory service that allows delivery of shipments
directly to the recipient's plan. The service is compatible with other ancillary services
exception of shipments for which the service of delivery in custody has been requested .
- Delivery by appointment : paid accessory service that allows you to agree a
appointment with the recipient. The Customer, to request the service, must select
the accessory delivers by appointment , indicating the telephone number and the
references of the recipient, using the technological solution used. The customer is
responsible for the correctness / completeness of the telephone numbers entered; if such data
should be incomplete and / or incorrect, the shipment will be delivered in the manner and in the
standard times provided for by the service. The appointment can be agreed with the
recipient from the date of arrival of the shipment in the SDA branch of destiny and the date
the delivery date can be set no later than 5 working days
later. The delivery will be made at the time agreed with the recipient, subject to one
tolerance band of one hour in advance and / or late compared to the scheduled time. Service
Accessory with appointment is compatible with other accessories except for
Time Definite supplements and shipments for which the delivery service has been requested
stationary storage.
- Return on appointment : paid accessory service that allows you to agree with
the recipient is an appointment for the second attempt to deliver the shipment, in the case in
in which the first attempt was unsuccessful due to the absence of the recipient. The customer has the
possibility to activate the service in two different times / modes:
a) before sending, with mass activation on all shipments produced through the
own technological solution, after configuration on mySDA . The appointment for
the redelivery will be automatically agreed with the recipient for all
shipments not delivered on the first attempt;
b) after sending, selecting the accessory on the single phase during the retraction phase
shipment that is not delivered per recipient absent.
In order to use the service, the Customer must indicate the telephone number
and the recipient's references. It is also responsible for the correctness / completeness of the
telephone numbers entered during the completion of the Waybill; if such data
should be incomplete and / or incorrect, the shipment will follow the usual management process.

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The appointment can be agreed with the recipient from the date of failure
delivery and the date for delivery can be set no later than 5 working days
later.
The return will be done at the time agreed with the recipient, subject to a band of
tolerance of one hour in advance and / or delayed with respect to the scheduled time.
The accessory service returns by appointment and is compatible with other accessory services.
For the accessory delivery by appointment the same price of delivery will be billed on
appointment.
Saturday delivery : paid accessory service indicated for deliveries to private individuals in the
Saturday (excluding holidays). The Saturday delivery service is only available for
location / destination cap included in the specific " Saturday " delivery area available on the website
Internet www.sda.it Delivery will be made within the following Saturday's day
shipment pick-up date, depending on the delivery times foreseen by the service
SDA Recommended. In the period in which the shipment will remain firm in the destined branch not
no storage costs will be applied. The Saturday delivery service is compatible
with the other accessories except for shipments for which the service has been requested
delivery in custody , the Time Definite supplements and the evening delivery service.
Evening delivery : paid accessory service indicated for shipments they must
arrive at your destination after the usual delivery times in the most important Italian cities. There
delivery will be made in the evening, from Monday to Friday (excluding holidays), from 18:30 to
21:00, exclusively in the places that have as destination a location / cap included in the
specific " evening " delivery area available on the website www.sda.it The accessory service
evening delivery is compatible with other accessories except shipments for which it is
the required delivery service in custody, the Time Definite supplements and the service have been requested
Saturday delivery .
Scheduled delivery : paid accessory service that allows you to program the
delivery on certain days of the week and / or time slots. The customer to take advantage of
service must indicate for each shipment the day / s of the week (eg lun-merc -
giov.), the relative time slot (morning or afternoon) and any time window of at least
two hours (eg 9-11: 00) in which delivery must be made. The accessory service is
compatible with other accessories except for Time Definite supplements , accessories for
Delivery on Saturday , in the evening , by appointment and shipments for which has been claimed
delivery service in firm custody. It is not possible to request the scheduled delivery in
junction phase.
- Delivery per day established : paid accessory service that allows you to set up in advance
the precise date and the time slot (morning or afternoon) of delivery. The service is compatible
with the other accessories except for the Time Definite supplements , of the delivery accessories of
Saturday , in the evening , by appointment and shipments for which the service has been requested
delivery in custody. It is not possible to request delivery on a fixed day in the phase of
junction.

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Complaints
Who can file a complaint
Sender and recipient.
How and where to file a claim
- Contacting the SDA call center at the single paying number 199-113366 (the detail of the
costs is present on the site www.sda.it ).
- To the e-mail address: assistenza@sda.it by filling out the online form on the site
www.sda.it or, upon registration, directly from the mySDA portal.
- By sending a fax to the single payable number 199-113470.
- Writing to the Complaints Office of SDA, in Viale Europa n. 175 - 00144 - Rome.
When to file a claim
The complaint must be submitted within 8 calendar days from the date of acceptance of the
shipment or within the various terms, where they are mandatory, provided for by the provisions
applicable regulations.
Complaint types
- delay in delivery;
- non-delivery;
- damage or tampering;
- non-crediting of the mark.
Times and methods of response
The company undertakes to process the complaint and to communicate the outcome to the Customer within 45 days
from the receipt of the complaint to SDA.
Cases in which the reimbursement and its amount is expected
• Recommended One: for delay in delivery exceeding the 10th working day following the
shipping date, the cost incurred for shipping, net of VAT, is reimbursed.
The supplements paid for ancillary services will not be reimbursed, with the only one
exception relating to Time Definite supplements, for which, in case of delay, i
specific reimbursement rules indicated above.
For delay in delivery exceeding the 30th working day following the date of shipment,
failure to deliver or total damage, a refund of 28.00 euros is provided.
• Recommended One Insured: for the delay in the delivery exceeding the 10th working day
after the date of shipment, the cost incurred for shipping is expected to be reimbursed
except for the insurance right. For any Time Definite supplements yes
will apply the specific reimbursement rules indicated above.
For delays in delivery exceeding the 30th working day following the dispatch date,
reimbursement of 28.00 euros is foreseen, unless the loss or damage is ascertained.
For the non-delivery and total damage, the declared value is refunded,
within the limits of the insured amount, beyond the cost incurred for shipping, net of
insurance law.
For partial damage, the declared value will be reimbursed net of the value
not damaged, within the limits of the insured amount.

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• Registered One with mark
The full amount of the cash on delivery is refundable if the registered letter is delivered e
the amount not collected. In cases of non-delivery of the shipment will be reimbursed
compensation linked to the product.
Methods and times of collection of the reimbursement
Among the different repayment methods you can choose: bank transfer or compensation
receivables / payables.
For shipments containing documentation, the costs of reconstruction of the
documents up to a maximum of € 28.00 per shipment.
The reimbursement can be done automatically with the issue of a credit note for non-shipments
insured.
The refund will be issued within 30 days from the communication to the Customer of the outcome of the complaint
For insured registers, they are reimbursed for direct and material damage suffered by the
shipment, however within the limits of the insured amount, net of overdrafts and deductibles
provided for in the transport contract.
Among the different repayment methods you can choose: bank transfer or compensation
receivables / payables.
Compensation may occur within 60 days from the date of receipt of the documents required by
SDA, therefore, the compensation times are net of the days required by the Customers for
produce documentation or authorities to issue any reports of theft or theft
road accidents
Who is entitled to a refund
In the event of ascertained disruption, SDA shall, in the manner and terms specified, pay compensation to the
sender who filed the complaint request.
In order to indemnify the recipient, the formal surrender of the sender is required in favor of the
recipient, with attached a photocopy of a valid identity document.
SDA is released from any responsibility for delay, failure to perform the service, loss,
total or partial damage, tampering with shipments with illegal content and for
any other fact attributable to the sender (including the nature or defects of the shipment and / or
packaging, address and compilation not compliant with the standards provided on the site www.sda.it)
o for reasons of force majeure, fortuitous event or fact of the third party or in any case for events not attributable to
SDA.
In no case does SDA assume responsibility for indirect damages (such as, for example,
loss of profit, loss of profits, of customers, of image) resulting from delayed delivery,
failure to perform the service, loss, tampering or damage to the shipment.
Types of shipping excluded
SDA is not responsible for the transport of money in any currency, gold, securities and precious in
genre, antiques, stamps, and / or stamps also from collectibles, prints of artistic value,
stamps, securities of any kind or bearer, food stamps, food products and objects
perishable.
Shipments containing potentially dangerous and dangerous goods or in any case are not permitted
in contrast with the current regulations or with the general transport conditions of SDA
published on the website www.sda.it.

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Conciliation procedure pursuant to AGCOM Resolution no.184 of 28 February 2013
The sender / recipient will be able to access an out-of-court settlement service through the
filling out the forms on the site www.sda.it .
The times to access the conciliation procedure are as follows:
- within 30 working days from the date of receipt of the response to the complaint (if not considered
satisfactory);
- within 60 working days from the date of presentation of the complaint, in case of failure
answer.
The response time to the conciliation procedure:
- the conciliation procedure will end within 60 working days from the date of receipt
of the instance, both in the case of a positive or negative result;
- within 90 calendar days from the closing of the conciliation, the user, in case of a negative outcome,
may appeal to the Italian Communications Authority.
Reference applicable regulation
For anything not provided for in this Charter of Services, we refer expressly to the rules
general and special information on the subject, as well as the general conditions of transport published on the site
www.sda.it and applicable services.

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OTHER SERVICES OFFERED BY SDA EXPRESS COURIER SPA
EXPRESS PRODUCTS
SDA PRODUCTS (0-3 / 0-15 / 0-30)
• Geographical area of ​​reference: National service - all the Italian territory;
• Dimensions:
0-3 up to 70 cm as the sum of the three sides for shipping;
0-15 / 0-30 up to 150 cm as the sum of the three sides and the plus side
100 cm long for shipping.
• Weight:
0-3 up to 3 kg per shipment;
0-15 up to 15 kg per shipment;
0-30 up to 30 kg per shipment.
• Pick-up:
Included in the price on request at the customer's home. IS
You can request collection through mySDA, through
"requested withdrawals" function on the SDA website (www.sda.it) and / or
through single number 199-113366.
• Delivery time:
The delivery is carried out approximately in 1/2 days
work following the withdrawal in most of the localities
Italian. Delivery times vary depending on the location
departure and arrival of the shipment and can be consulted
in the appropriate section of the website www.sda.it and / or al
single number 199-113366.
• Delivery days:
From Monday to Friday (except Saturday and holidays).
• Delivery times:
In the day.
• Stock:
Maximum storage period: 15 working days starting from
day after the first delivery attempt
valid. If it has not been possible to deliver to
consignee a shipment, within the morning (hours 13: 00) of the
day after the non-delivery is sent to the
Customer the dossier practical opening of stock, that is
communication of the impediment to the delivery indicating them
the reason and asking contextually for instructions. For the
Customers with one of the Technological Solutions: Inviofile,
Entereasy, Inviosystem, Sdaweb, Sdaweb basic, the dossier
is sent exclusively via the web. Storage costs
they are applied to the customer according to the following procedure:

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or
On the 1st day of storage the rate of
Dossier for the opening of the warehouse;
or
The first 3 days of storage are free;
or
The 4th day of storage applies the tariff of
minimum stop;
or
From the 5th to the 15th day the rate of
daily stock.
In case of re-delivery of a shipment to the
same recipient or other recipient / address / other branch
SDA, following indications of the release of a stock from
part of the Customer, the delivery costs of the shipment are
charged to the Customer himself.
In the event that the customer unpacks the shipment in storage
by requesting the deposit, he will be charged
storage costs.
After 15 days of storage, the shipment returns
automatically to the sender with charge of each expense.
• Delivery attempts:
2 (the 2nd at the request of the customer, for a fee);
In the case of non-delivery for Absent Recipient, al
recipient is entitled to request redelivery
(free) of the shipment within 3 days after the first
delivery attempt; starting from the 4th day of storage,
SDA will send the dossier of practical opening of storage with
the charge, from that day, of storage costs.
• Return to sender:
On payment, same fare as forward shipping.
After max 15 days of storage, the shipment returns
automatically to the sender.
• Release:
Shipments not delivered can be released:
through the call center by fax (199-113470) and / or
telephone (199-113366);
on the website www.sda.it through the functionality
release of stocks or, upon registration,
directly from the mySDA portal;
through web-based technology solutions.
• Cash on delivery:
Paid.
• Insurance:
For a fee - it is scheduled for ceilings up to € 2,582.28
for shipping or, at the request of the customer, insurance one
tantum up to an insurance ceiling of € 50,000.00
for shipping with a charge equal to 1% of the value of the goods
insured; or as an alternative to the ceiling bands,
paying an extra charge of 3.50 euros for shipments
with insured value up to 500.00 euros. For shipments with
value assured over 500.00 euros is applied, in

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18
added to the basic rate of 3.50 euros, the percentage foreseen
on the sales form calculated on the excess value of the goods
insured (mode available exclusively via
technological solutions that provide a connection via
internet with SDA systems).
The Customer is entitled to sign both
conditions for the insurance choosing from time to time the
mode for the single shipment.
• Basic coverage
Paid - extension of the maximum reimbursement limit for
vector liability at 6.20 euros / kg for shipping.
• Stationary storage:
1 day included in the price - at the SDA branches. In
where the recipient does not collect the shipment within the time limit
expected, the shipment is put in storage, with charge
to the sender of all the related storage costs (dossier of
practical opening of storage, minimum parking, storage
daily).
• Delivery Notice:
Included in the price - Re-call via SMS / Re-mail via E-mail
at the Customer's request on the SDA website ( www.sda.it ) through the
"tracking" function.
• Proof of Delivery:
A payment available in hard copy (photocopy) on
Customer's request to the single number (199-113366), or
filling out the online form on the website www.sda.it.
• Digipod:
A payment available exclusively via the web through
mySDA for a period of six months from the date of
shipment delivery.
• Smart Alert:
Accessory service that, after configuration on mySDA from
part of the Customer / Sender, provides for the sending of a notification (via
SMS and / or email) with which the sender and / or the
consignee of the status of the shipment. Sending the
notification by e-mail is free, while via sms is a
payment. The Smart Alert service is available
exclusively for Customers with Web Solutions and / or
System integrations.
• Check shipment status:
Shipping tracking by direct consultation from
own Technological Solution, from mySDA, from SDA site
www.sda.it ) and / or single SDA number (199-113366).

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• Refund:
As regulated in the Contractual Conditions / Conditions
General Transportation available on the website www.sda.it .
Expected compensation and compensation method
The direct and material damages with exclusion are reimbursed
of indirect damage, uninsured shipments come
reimbursed within the limits of the vector liability of 1 euro
per kg of gross weight of goods transported, or by
limit of 6.20 euros per kg of gross weight of goods transported
if the basic cover accessory has been activated, shipments
insured are reimbursed for direct and material damage
suffered from the goods transported, however within the limits
of the insured amount, net of overdrafts and deductibles
provided for in the transport contract.
Among the different repayment methods you can choose: bank transfer
banking or clearing credits / debts.
Compensation may occur within 60 days from the date of
receipt of the documents required by the SDA, therefore the times
indemnity are to be understood net of the days needed to
Customers to produce documentation or authorities for
release any reports of theft or accident
Road.
• Occasional:
Services are available for occasional customers and prices
price list are published on the website www.sda.it.
Quality objectives for SDA products (0-3 / 0-15 / 0-30)
Deliveries are made in 92% of items by the day scheduled for delivery, like this
as expected also in the delivery times above.
PRODUCT SDA GOLDEN SERVICE
Features
• Geographical area of ​​reference: National service - all the Italian territory.
• Dimensions:
Up to 150cm as sum of the three sides and longer side 100
cm for shipping.
• Weight:
Up to 30Kg per shipment.
• Pick-up:
Included in the price on request at the customer's home. IS
You can request collection through mySDA, through
"requested withdrawals" function on the SDA website (www.sda.it) and / or
through the single number SDA 199-113366.
• Delivery time:
The delivery is carried out approximately in 1/2 days
work following the withdrawal in most of the localities
Italian. Delivery times may vary depending on the operation

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of the places of departure and arrival of the expedition and are
verifiable in the appropriate section of the website www.sda.it
and / or the single SDA number (199-113366).
• Delivery days:
From Monday to Friday (excluding holidays); Delivery is
also performed on the same day, on Saturdays (excluding holidays) in approx
800 locations, compatibly with the times envisaged by
specific delivery area structured according to the logic
Mittenza / destiny. To find out if the shipment can be
delivered on Saturday it is necessary to consult the appropriate function
"Delivery Times" on the website www.sda.it and / or al
single number SDA 199-113366).
• Delivery times:
Time Defined Features:
Guaranteed delivery by 10:30 am on the working day
planned for delivery to the specific delivery locations
area, structured according to the logic of Mittenza / Destino e
consisting of about 1,300 locations from Monday to Friday (holidays
excluded). To find out if the shipment can be delivered
by 10:30 am, the appropriate "Times" function must be consulted
of Delivery "on the website www.sda.it and / or number
single SDA 199-113366).
• Stock:
Maximum storage period: 15 working days starting from
day after the first delivery attempt
valid. If it has not been possible to deliver to
consignee a shipment, within the morning (hours 13: 00) of the
day after the non-delivery is sent to the
Customer the Dossier practical opening of stock, that is
communication of the impediment to the delivery indicating them
the reason and asking contextually for instructions. Yes
specifies that for Customers equipped with one of the Solutions
Inviofile technology, Entereasy, Inviosystem, Sdaweb,
Sdaweb basic the dossier is sent exclusively via the web.
The storage costs are applied to the customer according to the
following mode:
or
On the 1st day of storage the rate of
Dossier for the opening of the warehouse;
or
The first 3 days of storage are free;
or
The 4th day of storage applies the tariff of
Minimum Stop;
or
From the 5th to the 15th day the rate of
Daily stock.
In case of re-delivery of a shipment to the
same recipient or other recipient / address / other branch
SDA, following indications of constraint of a stock from
part of the Customer, the delivery costs of the shipment are
charged to the Customer himself.

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21
In the event that the customer unpacks the shipment in storage
by requesting the deposit, he will be charged
storage costs.
After 15 days of storage, the shipment returns
automatically to the sender with charge of every expense.
• Delivery attempts:
2 (the 2nd at the request of the customer, for a fee);
In the case of non-delivery for Absent Recipient, al
recipient is entitled to request redelivery
(free) of the shipment within 3 days after the first
delivery attempt; starting from the 4th day of storage,
SDA will send to the Customer / Sender the dossier of practical opening
of stock with the charge, from that day, of the expenses of
stock.
• Return to sender:
On payment, same fare as forward shipping.
After max 15 days of storage, the shipment returns
automatically to the sender. Return rate
Sender is also applied in case of abandonment of the
shipment.
• Release:
Shipments not delivered can be released:
• Through the Call Center by fax (199-113470) and / or
telephone (199113366);
• On the site www.sda.it through the Release function
Stocks or, upon registration, directly from
mySDA portal;
• Through web-based technological solutions.
• Cash on delivery:
Not available.
• Insurance:
Included in the service up to 1,549.37 euros.
• Stationary storage:
1 day included in the price - at the SDA branches. In
where the recipient does not collect the shipment within the time limit
expected, the shipment is put in storage, with charge
to the sender of all the related storage costs (dossier of
practical opening of storage, minimum parking, storage
daily).
• Delivery Notice:
Included in the price - Re-call via SMS / Re-mail via E-mail
at the Customer's request on the SDA website ( www.sda.it ) through the
"Tracking" function;
• Digipod Golden:
Included in the price available in digital format (for
view and / or download) in the Digipod Golden section
of the mySDA portal for a period of six months starting from
shipment delivery date.
• Smart Alert:
Accessory service that, after configuration on mySDA from
part of the Customer / Sender, provides for the sending of a notification (via
SMS and / or email) with which the sender and / or the
consignee of the status of the shipment. Sending the
notification by e-mail is free, while via sms is a

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22
payment. The Smart Alert service is available
exclusively for Customers with Web Solutions and / or
System integrations.
• On appointment:
Service Unavailable.
• Return on appointment: Service available .
• On Saturday:
Service Unavailable.
• In the evening:
Service Unavailable.
• Check shipment status:
Shipping tracking by direct consultation from
own Technological Solution, through mySDA, SDA site
www.sda.it ) and / or single number SDA 199-113366;
• Refund:
SDA guarantees the delivery of Golden Service shipments
by 10:30 am on the day scheduled for the delivery of the
shipping, from Monday to Friday, Saturday and holidays excluded, per
the locations included in the specific delivery area, with one
tolerance of 30 minutes, within which the delivery will not be
considered late. In cases where the delivery was
carried out with a delay of more than 30 minutes, the
reimbursement through the attribution of a new Waybill
tribute. For the other methods of repayment
refer to the conditions of service and the Conditions
General transport.
The service includes insurance coverage against
theft, loss and damage. I
direct damage and material suffered from the goods transported,
however, within the limits of the insured amount of 1549.37
euro, any claims will be indemnified net of
discovered 10% with a minimum of 25.82 euros.
Among the different repayment methods you can choose: bank transfer
banking or clearing credits / debts.
Compensation may occur within 60 days from the date of
receipt of the documents required by the SDA, therefore the times
indemnity are to be understood net of the days needed to
Customers to produce documentation or authorities for
release any reports of theft or accident
Road.
• Occasional:
The service is available for occasional customers and prices
price list are published on the website www.sda.it
Quality objectives for the SDA Golden Service product
Deliveries are made in 91% of items by the day scheduled for delivery, like this
as expected also in the delivery times above.

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INTERNATIONAL SDA PRODUCT
Features
• Geographical area of
reference:
International service - in over 200 countries of the world * .
• Weight / Dimensions:
Neck:
maximum weight: 70 kg (actual weight)
max size: Girth (Length + 2x Height +
2x Width) 330 cm; 270 cm longer side.
Shipment:
max weight: without limit
max size: no limit
• Multicolation:
Without limit.
• Pick-up:
Included in the price; on request at the customer's home,
by single number (199.113366).
• Indicative times of
delivery:
J + 1 EU **
J + 2 USA / CANADA
J + 2/3 RDM
(delivery times, which can be consulted through the website
www.sda.it , vary according to the delivery area
International and the type of shipping. For
detail information contact the single number SDA 199-
113366).
• Delivery days:
From Monday to Friday (except Saturday and holidays).
• Delivery times:
In the day.
• Delivery attempts:
There are 3 delivery attempts (2 attempts in case of
"Residential deliveries").
• Stock:
Included in the price. The period of storage varies depending on
of the nation of destiny: 5 days in case of destination in
European Union and 10 days for non-EU destinations ***
• Return to sender:
Paid.
• Cash on delivery:
Not available.
• Insurance:
For a fee - for a maximum amount of up to 1,500 euros per shipment
with a charge of: 3 euros (for subscribers), 5.68 euros (per
Occasional customers); for ceilings exceeding 1,500 euros e
up to 50,000 euros for shipping with a tariff equal to: 1% of the
value to be insured (per Subscriber Customer), 5% of the value from
For information on the countries served, visit the website www.sda.it or contact the single number (199-113366).
** Times referred to ZIP code / Place of departure "same day".
*** Shipping rejected: in case the refused shipment is destined for a European country, the shipment returns to
automatic to the sender (in the case of non-EU destinations, shipping will still be in stock for the period
of 10 days) in the case of holiday closures, 10 days of stock for European destinations of 20 days per destination are envisaged
Extra EU in case of closure for summer holidays.

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ensure (for occasional Customer).
• Stationary storage:
Not available.
• Delivery Notice:
Included in the price; Re-call via SMS / Re-mail via e-mail a
request on the SDA website (www.sda.it) through the function
"Tracking".
• Proof of Delivery:
Not available.
• Digipod:
• Smart Alert:
Included in the price; available on the SDA website through
mySDA.
Accessory service that, after configuration on mySDA from
part of the Customer / Sender, provides for the sending of a notification (via
sms and / or e-mail) with which the Sender and / or the
consignee of the status of the shipment. Sending the
notification by e-mail is free, while via sms is a
payment. The Smart Alert service is available
exclusively for Customers with Web Solutions and / or
System integrations.
• Status check
shipment:
Shipping tracking by direct consultation from
own Technological Solution, from mySDA, from SDA site
www.sda.it ) and / or single SDA number (199-113366).
• Subscription mode:
Consumption. You can access the product via the
following Technological Solutions: Web-based solutions ed
System Integrations (Inviofile, Entereasy and Inviosystem);
• Assigned Port:
Not available.
• Refund:
As regulated in the Contractual Conditions / Conditions
General transport.
Expected compensation and compensation method
For uninsured shipments the damages are reimbursed
direct and material suffered from the goods transported, for transport
carried out on the road, the refund will be calculated on the basis of
limitations provided for by the CMR convention, the limit of which
maximum is 8.33 special drawing rights per kg. of
gross weight of the goods transported.
Refunds will be reimbursed by air
calculated on the basis of the limitations provided for in
Montreal Convention providing for a maximum limit of
compensation equal to 17 special drawing rights per kg. of
gross weight of the goods transported.
For insured shipments, they are reimbursed for damages
direct and material suffered from the goods transported, however
within the limits of the insured amount.
Among the different repayment methods you can choose: bank transfer
banking or clearing credits / debts.
Compensation may occur within 60 days from the date of
receipt of the documents required by the SDA, therefore the times
indemnity are to be understood net of the days needed to

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Customers to produce documentation or authorities for
release any reports of theft or accident
road
• Occasional:
The service is available for occasional customers (for one
occasional shipping the number of packages allowed for
shipping is max 50). List prices are published on the
Site www.sda.it .
Quality objectives for the SDA INTERNATIONAL product
Deliveries are made in 91% of items by the day scheduled for delivery, like this
as expected also in the delivery times above.
SPECIALIZED SERVICES
Solutions designed to solve the specific distribution needs of each type of
company.
Complaints concerning the services described above
In relation to the SDA Express Courier SpA services described above, the following is reported:
Who can file a complaint
Sender and recipient.
How and where to file a claim
- Contacting the SDA call center at the single paying number 199-113366 (the detail of the
costs is present on the site www.sda.it ).
- To the e-mail address: assistenza@sda.it by filling out the online form on the site
www.sda.it or, upon registration, directly from the mySDA portal.
- By sending a fax to the single payable number 199-113470.
- Writing to the Complaints Office of SDA, in Viale Europa n. 175 - 00144 - Rome.
When to file a claim
The complaint must be submitted in writing by the Customer within 8 calendar days (21 days of
calendar in case of international shipments) from the date of acceptance of the shipment or by
different terms, where they are mandatory, provided for by the applicable legal provisions.
For further details regarding complaints, please refer to the related conditions of
service and the General Conditions of Carriage available on the website www.sda.it.
Times and methods of response
The company undertakes to process the complaint and communicate the outcome to the customer within 45 working days
from the receipt of the complaint with SDA.
Who is entitled to a refund

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In case of ascertained disruption, SDA, in the manner and terms established by the General Conditions of
Transport, compensation is paid to the sender who filed the claim.
In order to indemnify the recipient, the formal surrender of the sender is required in favor of the
recipient, with attached a photocopy of a valid identity document.
SDA is released from any responsibility for delay, failure to perform the service, loss,
total or partial damage, tampering with shipments with illegal content and for
any other fact attributable to the sender (including the nature or defects of the shipment and / or
packaging, address and compilation not compliant with the standards provided on the site www.sda.it)
o for reasons of force majeure, fortuitous event or fact of the third party or in any case for events not attributable to
SDA. SDA assumes no responsibility for indirect damages (loss of profit,
loss of profits, of Customers, of image, etc.) deriving from delayed delivery, missed
service, loss, tampering or damage to the shipment.
Expected compensation and compensation method
Direct and material damages are reimbursed with the exclusion of indirect damages, shipments not
insured are reimbursed within the vector liability limits of 1 euro per kg gross weight
of goods transported, insured shipments are reimbursed for direct and material damage
from the goods transported, however within the limits of the insured amount, net of discoveries and
deductibles provided for in the transport contract.
Among the different repayment methods you can choose: bank transfer or compensation
receivables / payables.
Compensation may occur within 60 days from the date of receipt of the documents required by
SDA, therefore, the compensation times are net of the days required by the Customers for
produce documentation or authorities to issue any reports of theft or theft
road accidents
Types of shipping excluded
SDA is not responsible for the transport of money in any currency, gold, securities and precious in
genre, antiques, stamps, and / or stamps also from collectibles, prints of artistic value,
stamps, securities of any kind or bearer, food stamps, food products and objects
perishable.
Shipments with potentially harmful and dangerous or conflicting contents are not allowed
with the current regulations or with the general conditions of transport of SDA.
Conciliation procedure pursuant to AGCOM Resolution no.184 of 28 February 2013
The sender / recipient will be able to access an out-of-court settlement service through the
filling out the forms on the site www.sda.it .
The times to access the conciliation procedure are as follows:
- within 30 working days from the date of receipt of the response to the complaint (if withholding
not satisfactory);
- within 60 working days from the date of presentation of the complaint, in case of failure
answer.
The response time to the conciliation procedure:

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- The conciliation procedure will end within 60 working days from the date of
reception of the instance, both in the case of a positive or negative result;
- within 90 calendar days from the closing of the conciliation, the user, in case of outcome
negative, may appeal to the Authority for Communications Guarantees.
Reference applicable regulation
For anything not provided for in this Charter of Services, we refer expressly to the rules
general and special information on the subject, as well as the general conditions of transport published on the site
www.sda.it and applicable services.