Legal information regarding orders

What does this ordering information apply to and when is the contract concluded?

Your orders are subject to this ordering information as well as the terms and conditions applicable to the selected product or online service. You must accept these before you can submit your order. As a general rule, the contractual relationship is only concluded once you receive an order confirmation from Österreichische Post AG (“Austrian Post”) by e-mail. Any provisions contained in the applicable product-specific terms and conditions shall take precedence over this ordering information.

Which charges apply?

The charges for the following online services are gross amounts, including all legally applicable duties and taxes, in particular Value Added Tax (VAT):

• Authorisation to receive mail
• Vacation hold mail
• PO box
• Pick-up service
• AllesPost
• Online Express parcel label
• AllesPost Germany items

The fee for the mail redirection order online service and theonline parcel label is exempt from VAT, as these services fall within the scope of the universal postal service.

How is payment made?

Payment may be made using one of the payment methods offered.

You are responsible for ensuring that sufficient funds are available using your chosen payment method so that Austrian Post can collect the relevant amount due. You are also responsible for any additional costs incurred in connection with payment, including, in particular, bank transfer charges, banking fees and any internet or online service charges.

How does the ordering process and use of the online services/products work?

Registration is required for the use of most of our services. Certain services additionally require identity verification. Further information on the identification process is available at post.at/identifizierung.

Where identification is required, Austrian Post will activate the requested online services or products once the identification process has been completed. They will then be available for immediate use after login. You log in using the e-mail address selected by you (your username) and your password.

The activation of the selected online services generally takes three business days (Saturday does not count as a business day). This does not apply to AllesPost, AllesPost Germany, pick-up service, online parcel label or online express parcel label, which are available more quickly.

What requirements apply to data and technical accessibility?

The information you provide during registration or ordering must be accurate and complete. This is necessary to enable Austrian Post to provide the services ordered correctly.

Where notifications are sent by SMS or e-mail in connection with the online services or products, you must ensure that the contact details you have provided are technically functional. Austrian Post accepts no liability for any damage resulting from a failure in this regard.

Do I have a right of withdrawal (cooling-off right)?

If you are a consumer within the meaning of the Austrian Consumer Protection Act, you may withdraw from the contract within 14 days from the date of conclusion of the contract without giving any reason.

To exercise your right of withdrawal, you must notify us (Österreichische Post AG, Post Customer Service, Rochusplatz 1, 1030 Vienna, Austria, Tel.: 0800 010 100, contact form, e-mail: online-services@post.at) of your decision to withdraw from the contract by means of a clear declaration (e.g. by post, e-mail or via the contact form). You may use the attached model withdrawal form, although this is not mandatory.

You may also exercise your right of withdrawal online at post.at/k/c/widerrufsformular. If you use this online option, we will promptly provide you with confirmation of receipt on a durable medium (e.g. by e-mail), including the content of your withdrawal declaration and the date and time it was received.

To comply with the withdrawal period, it is sufficient that you send your notification of withdrawal before the expiry of the 14-day period.

Consequences of withdrawal

If you withdraw from this contract, we will reimburse all payments received from you, including delivery costs (except for any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us), without undue delay and no later than 14 days from the date on which we receive your notice of withdrawal.

Reimbursement will be made using the same payment method that you used for the original transaction, unless expressly agreed otherwise. You will not incur any fees as a result of the reimbursement.

If you requested that the services begin during the withdrawal period, you must pay us an appropriate amount corresponding to the proportion of the services already provided up to the date on which you informed us of your decision to withdraw, compared with the total scope of the services covered by the contract.

When does no right of withdrawal apply?

The right of withdrawal does not apply where you have expressly requested Austrian Post to begin providing the online services during the withdrawal period and have acknowledged that you will lose your right of withdrawal once the contract has been fully performed, provided that Austrian Post has fully performed the services before the withdrawal period expires.

Please also note that there is no right of withdrawal for customised or personalised products made to your individual requirements (Section 18(1)(3) of the Austrian Distance and Off-Premises Contracts Act).

The right of withdrawal is excluded for the online parcel label and online express parcel label, as these constitute customised and personalised products tailored to the customer's individual requirements (Section 18(1)(3)).

The right of withdrawal is also excluded for the pick-up service, as the transport of the parcel is contractually agreed for a specific period or date (Section 18(1)(10)).

What liability provisions apply?

The liability of Austrian Post is governed by the terms and conditions applicable to the selected product at the time the contract is concluded (including the General Terms and Conditions for AllesPost, AllesPost Germany, mail redirection orders, vacation hold mail, PO boxes, authorization to receive mail, pick-up service, parcel labels and the supplementary terms for item droo-off).

For parcel forwarding, Austrian Post shall only be liable for damage caused intentionally or through gross negligence by Austrian Post or persons attributable to it. Austrian Post accepts no liability for damage resulting from slight negligence. Liability for indirect damage, loss of profit, pure financial loss, consequential damage, unrealised savings or claims made by third parties against the customer is excluded.

These limitations of liability do not apply to consumers within the meaning of Section 1 of the Austrian Consumer Protection Act in relation to personal injury or damage resulting from a breach of a principal contractual obligation.

Contact

If you have any questions regarding the selected products or online services, please contact our Customer Service via the contact page or by e-mail at online-services@post.at.

Updated: 19 June 2026

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

- To: Österreichische Post AG, Customer Service, Rochusplatz 1, 1030 Vienna, Austria, e-mail: online-services@post.at
- I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract for the purchase of the following goods (*) / the provision of the following service (*).
- Ordered on () / received on ()
- Name of consumer(s)
- Address of consumer(s)
- Signature of consumer(s) (only if this form is submitted on paper)
- Date

(*) Delete as appropriate.