Version 2026-10-21 / v115. These terms are provided before new orders are placed in the portal.
The service provider is Backoffice Outsourcing sp. z o.o., al. Stanów Zjednoczonych 72/12, 04-036 Warszawa, NIP 1132867570, KRS 0000470010. The portal is intended for cooperation with companies under the applicable terms and regulations. The person placing the order provides accurate information and confirms their authority to act on behalf of the company. Access to the company email alone does not replace verification of that authority.
This document contains the complete rules for the collection portal, courier bookings, mail preparation and processing, payments, cancellations, refunds and complaints. It applies to orders placed through this portal in professional B2B dealings, rather than sales of all other BackOffice products and services.
An individually signed agreement takes precedence within its agreed scope, followed by the accepted terms of the specific order and these regulations. Separate regulations in the Files section retain their own scope. They do not need to be combined to read the rules for booking collections here. Carrier and postal operator terms apply to their respective service insofar as made available before booking and required by law. Earlier orders and signed agreements are not changed retroactively.
After a collection address and service type are selected, the portal presents available dates for that address. Standard collection is ordered for an available working day shown in the form. The specific date selected and accepted in the order applies; the offer does not guarantee any chosen day or fixed collection hours.
Same-day collection is available only at the Prime Time rate, in Warsaw and elsewhere, if the courier’s availability check confirms it for the address. For customers without an ongoing agreement, Prime Time collection costs PLN 129 net regardless of city, plus VAT and selected additional services. Contract customers pay the agreed rate. If the courier no longer accepts collection today, the portal proposes an available standard date and recalculates the price before confirmation and payment.
Collection hours are not guaranteed before the courier is booked. Only after accepting the booking does the courier provide an estimated window for the specific address and day. It is shown with the order and in the label email. This is the carrier’s estimate, not a guaranteed arrival time. Any preliminary window previously shown in the portal is only a plan. No single identical time window is promised for all addresses. Availability is checked again when submitting the courier booking; creating a portal order alone does not confirm that the carrier has accepted the visit.
For a standard order on a later available date, the portal saves the date and prepares the courier booking on the preceding calendar day after payment or contractual settlement is confirmed. Until then, it shows the scheduled booking date. Labels become available after the courier confirms. Cancelled orders are not submitted for fulfilment.
The form includes optional courier instructions specifying exactly where the envelope will be available, such as reception or a contact person. The field is limited to 50 characters. We send these instructions to the courier when booking the courier; they do not replace a correct address or arrangements for access to the collection point.
The client selects one of two service options. The scope, cost items, VAT and total gross amount are shown before the order is confirmed. Prices stated below are net. An individually signed agreement takes precedence for agreed prices and settlement arrangements.
The client places each letter in a separate, addressed and marked envelope as described in section 14 and enters separate counts of ordinary letters, registered letters and registered letters with acknowledgement of receipt (ZPO). The same item must not be counted twice.
BackOffice collects, sorts and processes the mail, prepares posting documents and posts the letters. Mailing lists, posting books, ZPO handling and other tasks are performed within the ordered scope. The client does not need their own stamps or postage-paid agreement.
Settlement includes collection, ordered processing, posting, documents and postage. Printing an ordinary-mail list and a registered-mail posting book are charged separately, each per list or book regardless of page count. Posting and electronic return of documents are charged per order; other tasks depend on letter counts and the price list. Returning originals is an additional option shown in the form.
A proforma is an estimate for settlement, not a VAT invoice. The postage estimate uses domestic format S and includes a fuel fee equal to 10% of postage. Once actual costs are established, any overpayment is refunded or a balance is stated. The client is responsible for accurate letter counts, types and markings.
The client supplies mail fully ready for posting together with all correctly completed posting documents. BackOffice collects the prepared mail and posts it. This option excludes processing the letters or preparing documents by BackOffice. No letter counts are entered in the form.
To order, the client must select and confirm one of the following two methods of paying postage:
For either postage method, the client must also separately confirm that all posting documents required for the mail types are correctly completed and ready. Without a postage selection, document confirmation or required postage-paid reference number, this option cannot be ordered. Clients who do not meet these conditions select mail processing and enter the letter counts.
Postage is settled directly between the client and Poczta Polska. Stamps are paid for on purchase; contractual postage is charged by Poczta Polska under the client's agreement. BackOffice does not add these postage costs or the processing and electronic document-return items applicable to option 1.
The BackOffice price covers collection at the selected location and collection type plus PLN 7.90 net for posting at the post office, regardless of letter count. This posting-service fee is separate from postage settled with Poczta Polska. The client may choose courier return of documents: one additional trip is then charged at the original collection price, without an additional PLN 9.90 charge for returning originals. If no return is selected, no second trip is ordered or charged.
Both service options and additional balances in the portal are paid exclusively online through Stripe, in PLN. The portal does not accept traditional bank transfers. Payment is confirmed by a properly verified Stripe transaction status, not merely by returning to the portal. We do not wait for Stripe's later payout to BackOffice's bank account. Fulfilment requires confirmed payment or settlement under an individually signed agreement. A proforma is an estimate or payment request, not a VAT invoice. Its stated payment deadline is 3 days; where prepayment is required, this does not replace the requirement to pay before the courier is booked.
Service invoices reflect work actually performed and the final settlement, crediting payments received. Where payment and performance occur in the same month, a separate advance invoice is generally not issued to the extent allowed by Polish VAT law. Any statutory duty to issue an advance invoice or correction remains applicable. An order, payment or obsolete proforma does not justify invoicing a collection that was not performed.
If collection was not performed and no amount remains due, no service invoice or debit note is issued for that collection. Any justified compensatory cost reimbursement outside VAT is documented by a debit note; a note does not replace a VAT invoice for a service actually performed or a required correction. Documents are provided to the customer and accounting at e@faktury.waw.pl. VAT invoices are transmitted through KSeF where required by law. Proformas and debit notes are not structured VAT invoices.
Contract customers retain settlement under their individually signed agreement, without payment in advance for every order where so agreed.
A one-off collection handled exclusively by the courier can be cancelled with the order in the portal or through the button in the label email. Cancellation of a booked courier visit takes effect after the courier confirms it; opening a link alone does not cancel a courier. If the courier no longer permits cancellation, the portal does not confirm cancellation. Contact logistics in that situation.
No charge is made for an unperformed courier visit when the courier confirms its cancellation before collection. No call-out charge is made either when an order not yet submitted to the courier is cancelled before its booked collection window starts. This does not make work already performed free of charge.
If cancellation is too late and the visit or collection has been performed, or a justified irreversible carrier cost has arisen under the accepted terms, the corresponding amount remains subject to settlement. Unperformed mail processing and postage not incurred are not charged. A cost must relate to the specific order and cannot be based solely on an incorrect “late cancellation” status. Payment-processing costs are separate and governed by section 9.
Recurring schedules follow the deadline in the signed agreement, or 10:00 on the preceding day unless otherwise agreed. The new one-off courier rules do not retroactively amend earlier orders or individual agreements.
Once mail has actually been collected, that collection remains payable. Returning collected letters by courier before posting requires a separate request and acceptance of the second-trip price. After posting, this return cannot be requested through the portal.
The order records the customer's details, selected scope and price, acceptance of the terms and required declarations and confirmations. Confirmations and documents are made available in the portal or emailed. The client can save these terms or print them to PDF before ordering. The version accepted when ordering applies under section 16. Late payment is handled using rights arising from the agreement and applicable law.
The customer consents to Backoffice Outsourcing sp. z o.o. checking business information about their company in Biuro Informacji Gospodarczej InfoMonitor S.A. and Krajowy Rejestr Długów Biuro Informacji Gospodarczej S.A. The check assesses creditworthiness and cooperation risk, especially for deferred payment. Checks are carried out only to the extent permitted by applicable rules and the procedures of the bureau concerned. If a particular check requires separate authorisation, we obtain it beforehand; acceptance of these terms does not replace it.
Payment processing costs are separate from courier call-out charges. Any deduction for a payment provider must have a separate lawful basis, concern costs actually incurred and not recovered, and have been disclosed before the customer became bound by the relevant terms. Charges prohibited for the payment method are not passed on. Stripe retaining its fee from BackOffice does not automatically create a claim against the customer.
The settlement separately shows the confirmed payment, work actually performed, each permitted deduction with its basis, and the refund. Without an effective basis for a deduction, the entire amount due back is refunded. New charges are not imposed retroactively and the same cost is not deducted twice. Mandatory statutory rights and BackOffice’s liability for non-performance remain unaffected.
Online payments are handled by Stripe, including Stripe Payments Europe, Limited and Stripe Technology Europe, Limited (Ireland), within the service scope of the Stripe terms for Poland. BackOffice remains the service provider and the party responsible for settling the order.
We send Stripe the payer's email address, order ID and reference, amount, currency and information linking the transaction to the order or additional payment. Card details and BLIK codes are entered directly on Stripe's page; BackOffice does not receive the full card number, CVC or BLIK code. We retain transaction identifiers, amounts and statuses for settlement, payment confirmation and complaints.
BackOffice Outsourcing sp. z o.o. is the controller of order data. Processing is necessary to perform a contract or take pre-contractual steps (Article 6(1)(b) GDPR), comply with legal obligations (c), and pursue legitimate interests in security and establishing or defending claims (f). Company representatives' data is processed for our legitimate interest in managing the business relationship (f). Necessary payment data is required to use this method.
Depending on the purpose, Stripe acts as a processor or a separate controller, including for security and legal obligations. Stripe Technology Company, Limited (Ireland) participates in processing outside the Americas. Stripe may use entities and infrastructure outside the EEA under appropriate transfer mechanisms, including standard contractual clauses or applicable adequacy decisions. Details, retention and rights are explained in Stripe's privacy policy, its Privacy Center and BackOffice's GDPR notice. BackOffice retains settlement data for statutory periods and as necessary to handle or defend claims. For BackOffice data enquiries and rights requests: cok@backofficeoutsourcing.de.
Full document addresses (open in a new tab; you can also copy them):
Report payment problems, duplicate charges or amount discrepancies to e@faktury.waw.pl, quoting the order reference, date, amount and description. Do not send full card details, CVC or BLIK codes. Service complaints go to bok@backofficeoutsourcing.de. We generally review complaints within 14 days, subject to applicable statutory and provider deadlines.
After successful cancellation of a paid collection, the system calculates the refund under sections 4, 6 and 9. If no call-out charge or other permitted deduction applies, the full payment is refunded. Refunds are sent through Stripe to the original payment method. The portal distinguishes an amount due back, a refund submitted and a refund confirmed by Stripe; a separate email follows confirmation. Logistics handles discrepancies and uncertain outcomes without duplicate refunds. Bank and payment-method processing affects when funds become available.
The portal provides company accounts, bookings, collection dates and statuses, documents and service communications. It requires an Internet-connected device, a current browser supporting JavaScript and TLS, essential cookies and an active email address. A PDF reader and printer are needed for labels.
An authorised company representative provides accurate company and user details and completes the portal verification, including logistics approval or invitation. Each user uses their own account. Client sign-in requires a password and a one-time code sent to the account email.
Users protect passwords and codes, keep details current and promptly report suspected account compromise. Unlawful content, malicious files, infringement and interference with the portal are prohibited. Technical issues can be reported to bok@backofficeoutsourcing.de.
Before confirmation, the client selects the collection location and date, collection type, one of the service options in section 4 and available extras. They check the address, contact, courier instructions, scope and total price. Option 1 requires counts for each letter type. Option 2 requires confirmation of postage payment method and prepared documents, plus the postage-paid reference number where an agreement is used. Details can be corrected before submission.
Submitting the form places an order with an obligation to pay the accepted price and properly settled costs. BackOffice confirms acceptance in the portal or by email. Saving an order, confirming payment and the courier accepting a booking are separate events. Saving the form alone does not confirm courier attendance.
Changing the address, date or scope after acceptance requires confirmation that the change can be fulfilled and, if the price changes, the client's agreement. Cancellation follows section 6; dates and Prime Time availability follow section 3.
For both options, the client puts each letter in a separate envelope, adds legible sender and recipient addresses and clearly marks it as an ordinary letter, registered letter or registered letter with acknowledgement of receipt (ZPO - yellow card). Economy or priority service must also be marked. The envelopes, markings and details must match the ordered scope.
Under option 1, BackOffice prepares posting documents and handles ZPO within the ordered scope. Under option 2, the client prepares all required documents and mail, including required yellow ZPO cards, so that posting requires no mail processing by BackOffice. Section 4.2 applies.
The client secures the mail and required documents in a sealed courier envelope or box. Once the labels are available, the client downloads and prints both, attaches the courier label outside and puts the order-number label inside. The package is left at the location stated in the courier instructions, with access and a contact provided.
The client is responsible for correct addressing, lawful contents and packaging suitable for carriage. Prohibited, dangerous or specially regulated items must not be handed over without prior agreement. BackOffice contacts the client if clarification affects the scope or price.
The courier delivers the package to BackOffice. Under option 1 we process it and prepare posting; under option 2 we post the items prepared by the client. Courier collection day is not the day the letters are posted, and collection confirmation is not evidence of postal posting. Posting confirmations and registered-mail identifiers are provided after receipt from the postal operator within the selected option. Section 4 sets out document return methods and costs.
BackOffice is responsible for due performance of its own work within the scope of the agreement and applicable law. The courier's and postal operator's liability for the services they perform is governed by applicable law and the terms of those services. Liability that cannot lawfully be excluded remains unaffected. Customer-caused delays or non-performance are subject to statutory liability rules.
Portal, collection and processing complaints go to bok@backofficeoutsourcing.de; settlement and payment complaints to e@faktury.waw.pl. Include the company, order number, event, date, requested remedy and available evidence. Do not send passwords, sign-in codes or card details. Missing attachments do not prevent a complaint; further information may be requested.
We normally reply by email within 14 days, subject to different mandatory time limits. Courier or postal operator complaints follow the applicable procedure and posting evidence. BackOffice assists and files complaints within its authority or a granted authorisation. A complaint does not remove the obligation to pay an undisputed amount properly due.
Mail and customer information are confidential. Access is limited to people and entities needing it for performance or authorised by law. Processing personal data on the customer's behalf requires a lawful basis and a processing agreement where required. Section 10 covers account and payment data.
Customers may stop using the portal and request account closure at bok@backofficeoutsourcing.de. Signing out or closing an account does not cancel collections or remove settlement obligations for work performed. Collections must be cancelled separately under section 6. Records required for settlement and legal obligations are retained for the relevant period.
Each order is governed by the regulations made available and accepted at booking. New editions apply to new orders; changes to ongoing dealings require effective notice and compliance with the signed agreement and law. Technical status or counter errors do not create debts.
Polish law applies. The parties seek an amicable resolution without restricting access to the competent court under applicable law. Mandatory rights, including any statutory protection applicable to an individual entrepreneur in a specific agreement, remain unaffected. Polish is the primary version; translations provide the same rules in other languages.