Paketfall terms of service
Version 1 · Last updated: 2026-11-08
These terms apply when you order Paketfall from Rotomal. They sit alongside our general terms, privacy policy and refund policy; where they differ, these product terms apply to Paketfall.
Who provides the service
Paketfall is provided by Rotomal, Israel ("we"). Contact: hello@rotomal.com.
The service
A monthly subscription that checks the status of your shipments every day, opens a case with a deadline for parcels that are stuck, returned or reported damaged, and prepares the investigation request or damage report with your evidence, for you to submit to the carrier yourself in your own name.
What is included
- A look-back at your last 30 days of shipments within 2 business days of receiving the export
- Start: up to 300 shipments a month, daily status check, cases with deadline and reminder, prepared investigation request and damage report, photo link for customers, monthly report
- Seller: up to 2,000 shipments a month, up to 3 carriers, follow-up reminders and templates for open cases, Kleinpaket and drop-off analysis, email reply within 1 business day
- Warehouse: up to 10,000 shipments a month or several shops, all supported carriers, reports per shop or client, quarterly call on loss causes
- Your purchase cost per item attached to each claim as proof of value
- Account setup within 2 business days
Plans and prices
| Plan | Price | Covers |
|---|---|---|
| Start | €19 per month | Up to 300 shipments a month |
| Seller | €49 per month | Up to 2,000 shipments a month |
| Warehouse | €119 per month | Up to 10,000 shipments a month or several shops |
Billed monthly, cancel monthly, prices in euros plus VAT. No success fee: carriers pay refunds directly to you. Every plan starts with a look-back at your last 30 days of shipments. Founding customer pricing stays fixed while you remain a customer. We set up new accounts within 2 business days.
Prices are founding-customer prices for early-access orders. Taxes are added where the law requires.
Limits and extra use
Start covers up to 300, Seller up to 2,000 and Warehouse up to 10,000 shipments a month (or several shops). If you go over your monthly allowance nothing is blocked: we tell you by email, and from the next month you move to the plan that fits. Unused allowance does not roll over. The 30-day look-back runs once, at the start of your plan.
How an order starts
Submitting a request does not create a contract or a charge. A contract starts only when we confirm your order by email and payment has been agreed. We start within 2 business days of that confirmation.
Billing, cancellation and refunds
Plans are billed monthly in advance. You can cancel at any time by email; the service continues to the end of the period you paid for and is not renewed. Your founding price stays as shown for at least 12 months from your start date.
Refunds and cancellations also follow our refund policy. rotomal.com/refund-policy/
What is not included
- We do not submit claims for you or pursue claims in anyone else's name
- We are not a debt collector or legal services provider and do not assess legal claims in individual cases
- We do not promise that any claim will be paid; the carrier decides every claim
- We take no success fee and do not handle refunds; carriers pay you directly
- We do not need or accept your carrier portal, shop or shipping-software passwords
Your responsibilities
- Check every prepared claim before you submit it to the carrier
- Submit claims yourself, in your own name and through your own account, within the deadlines we show
- Give us accurate and complete shipment exports and purchase costs
- Have the right to share your customers' names, addresses and photos with us for the case
- For damage claims, hand in the damaged parcel at a branch or through collection when the carrier asks for it
- Send follow-ups to the carrier when a case goes quiet
- You use the service only for lawful purposes and keep your account details safe.
Regulatory status
This service relates to carrier claims. We are not a debt collector, not a legal services provider and not a law firm; we track shipments, deadlines and evidence only. You review, sign and submit every investigation request and damage report yourself, in your own name, and stay responsible toward the carrier for its content and timing. The carrier's decision on each claim, including any refusal or amount paid, is final as far as we are concerned and outside our control. For a dispute, a lawyer or the Federal Network Agency's postal conciliation body may help.
Outside services
- DHL, DPD, Hermes, GLS and UPS tracking: if a carrier's tracking data is late, wrong or unavailable, a case may open late or not at all
- Carrier claim forms and rules: if a carrier changes its forms, liability limits or deadlines, prepared claims may need to be updated
- Post & DHL business customer portal, Shopify, Shopware, WooCommerce, JTL-Wawi and shipping software exports: if an export changes or fails, shipments may be missing from the daily check until it is fixed
The service relies on systems run by others. We are not responsible for their availability, changes or decisions; when one of them changes, we adapt the service as soon as we reasonably can.
Your data
Data and files you send stay yours. We process them only to provide Paketfall, as described in our privacy policy, keep them no longer than the service needs, and delete them on request when the service ends.
Early access and errors
Paketfall is an early-access service, provided as is and as available. We work carefully, but output can contain errors. If you show us an error in our output, we correct it and redo the affected work at no charge; this is your main remedy for errors.
No professional advice
Paketfall is a software and data service. It is not legal, tax, customs, accounting, insurance or other professional advice. Confirm decisions that depend on such advice with a qualified professional.
Liability
- Our total liability for all claims about Paketfall is limited to the fees you paid us for Paketfall in the 12 months before the claim.
- We are not liable for indirect or consequential loss, lost profit or revenue, or for fines, penalties, duties, taxes, surcharges, interest or chargebacks imposed on you by an authority, carrier, marketplace, bank or other third party, even where our output was used.
- Nothing in these terms limits liability that the law does not allow to be limited, including for fraud, intent or gross negligence, death or personal injury, or the mandatory rights of consumers.
Suspension and ending the service
We may suspend the service if it is used unlawfully or against these terms. We may also stop offering Paketfall; if we do, we give paying customers at least 30 days' notice by email and refund any prepaid period not used.
Changes to these terms
We may update these terms. For existing customers, changes take effect 30 days after we email them and never change a price we have already confirmed to you. The date at the top shows the current version.
Law and disputes
These terms are governed by the laws of the State of Israel, and disputes go to the competent courts in Israel. If you are a consumer, you keep the protection of the mandatory laws of the country where you live and may also bring a claim there.
Contact
Questions about these terms: hello@rotomal.com.