Responsibility, insurance and claims
Know what evidence to preserve, how to contact your manager and which deadlines apply if cargo is damaged, incomplete or outside its agreed temperature range.
Responsibility is defined by your shipment conditions
BIOCARD insures every shipment. Cargo cover is up to RUB 3 million; for higher-value cargo, discuss insurance conditions separately with the manager. The scope of cover and the obligations for your shipment are set out in your contract and confirmed order.
BIOCARD is responsible for the temperature inside a SafePack container prepared by BIOCARD, under the agreed conditions. For sender-prepared packaging, BIOCARD does not take responsibility for the temperature inside that packaging: its conditioning and suitability have not been prepared or checked by BIOCARD. Discuss the appropriate container before shipping.
The temperature range, parties' responsibilities and incident procedure must be checked against the applicable documents. A website explanation does not change those documents or predetermine a claim outcome.
If temperature is outside the agreed range
Send your manager the shipment number and available logger data. SmartSensor records temperature every minute; a nearby compatible receiver reads it over Bluetooth without opening the container. The quality department investigates using the temperature record and other evidence.
The SafePack PDF appears in the client account's order card, in the Files tab, when attached to the order. If it is missing, ask the manager for it. Read how to obtain and interpret the report.
The cargo owner decides whether the product can be used, returned or otherwise handled according to its quality procedure. A temperature deviation alone does not authorise BIOCARD to decide the product's fate.
If cargo arrives damaged or incomplete
1. Record the problem at acceptance
Our quality department recommends recording the discrepancy in the driver's presence, noting it in the forwarding receipt or waybill and drawing up a damage or discrepancy report. The report form follows your contract; TORG-2 may be used.
2. Describe the discrepancy
Include the order and waybill numbers, date and place of receipt, names and quantities of damaged or missing goods, packaging condition and the nature of the problem. Recipient and driver signatures are desirable. Record any refusal by the driver to sign.
3. Preserve the supporting evidence
Photograph outer packaging from all sides, labels, damage, inner packaging and affected goods. Keep a copy or photo of the receipt or waybill with notes. Add video of acceptance or opening if available, and logger data for a temperature-related claim.
4. Contact your account manager
Email the manager who handles your shipment. Explain the claim, order number, date and circumstances of discovery; attach the report and evidence. The manager registers it, passes it to quality for investigation and communicates the result.
Record the issue when receiving the shipment. Under clauses 6.4–6.6 of the General Terms, cargo without the relevant damage record is considered accepted without damage. Follow the formal requirements in your applicable documents.
BIOCARD's response times
We acknowledge receipt of a claim within a business day. We send the review outcome within 15 business days. A detailed report is supplied on request, also within 15 business days.
These are our response times. They are different from the customer's notification and claim-submission deadlines.
Your deadlines under the public offer
- Notify BIOCARD of a possible insured event no later than 24 hours after you became aware of it (General Terms, clause 14.1.6).
- Submit a claim for loss, shortage or damage no later than 30 calendar days after the right to claim arose (clause 15.3).
For an agreed contract, follow its deadlines. Contact your manager promptly and check the formal notice and submission requirements in your applicable documents; this page does not confirm that an email alone fulfils every contractual requirement.
Quality and the next step
BIOCARD follows GDP principles and has an ISO 9001 certified quality management system. Quality agreements are discussed for the particular service. See certificates and licences, audit arrangements and deviation handling.
When contacting us, start with the shipment number. Our office is available on business days, 09:00–18:00 Moscow time; you can leave a website enquiry at any time.