General Terms and Conditions of Use – Swiss Relay Service

Last updated: 01.01.2026

Preamble – Service Status

The service Swiss Relay is a delivery service via collection points developed and operated directly by Cyclem SA, a public limited company under Swiss law (CHE-229.118.675), whose registered office is located at 19 rue des Caroubiers, 1227 Carouge, Switzerland.

Swiss Relay allows users of the Cyclem platform to drop off and pick up parcels in a network of partner relay points, including local shops and connected lockers.

The service is not a separate legal entity, but a logistical extension integrated into the Cyclem Platform, operated under the direct responsibility of Cyclem SA.

These Terms and Conditions apply to all sending or collecting parcels made via Swiss Relay as part of transactions concluded on the Cyclem Platform.

1. Operations and infrastructure

1.1 Service provider

Swiss Relayis operated directly by Cyclem SA and does not constitute a separate company.

1.2 Logistics Resources

Cyclem SA has its own logistical resources for the operation of the service: vehicles, delivery employees, depots and computer equipment, as well as a dedicated application for operational management.

2. Geographical area

2.1 Current Coverage

The service is available exclusively in French-speaking Switzerland An extension to other Swiss regions is being considered.

2.2 Cross-border services

Swiss Relaydoes not support international or cross-border deliveries.

3. General Operation

3.1 Network of partner relay points

Relay points are commercial partners who have entered into a collaboration agreement to receive Swiss Relay parcels. They can be shops or automated lockers.

3.2 Choosing a collection point

TheSellerfreely selects the collection point where he/she wishes to drop off his/her parcel from those available.
L’BuyerHe also freely chooses the collection point where he wishes to pick up his parcel.

3.3 Delivery times

The average delivery time is between 4 and 6 working days, without firm commitment. NO COMPENSATION IS PROVIDED IN CASE OF EXCEEDANCE, EXCEPT LOSS OR THEFT.

4. Security and traceability

4.1 Guarantee in case of loss or theft

SWISS RELAY COVERS THE LOSS OR THEFT IN TRANSIT FROM THE PACKAGE UP TO A MAXIMUM AMOUNT OF CHF 100.– BY PARCEL.

4.2 Traceability by scanning

Each stage of the transport process is scanned:

• Speak relay point upon receipt of the package from the Seller;
• During transport;
• Speak recipient's relay point upon delivery of the package to the Buyer.

5. Collection and return of parcels

5.1 Withdrawal period

THE BUYER HAS 5 DAYS TO COLLECT THE PACKAGE ONCE IT-HERE ARRIVED AT THE CHOSEN PICKUP POINT.
IF NOT:

• THE PACKAGE IS RETURNED TO THE SWISS RELAY DEPOT;
• THE PACKAGE IS KEPT FOR A MAXIMUM OF ONE (1) MONTH
• DURING THIS PERIOD, THE USER MAY REQUEST A NEW DELIVERY UPON PAYMENT OF THE CORRESPONDING FEES.
• THE BUYER PERMANENTLY LOSES THEIR RIGHT OF RETURN

AFTER THIS ONE MONTH PERIOD, THE PACKAGE IS PERMANENTLY UNRECOVERABLE AND NO FURTHER REQUEST FOR RETURN WILL BE ACCEPTED.

THIS PROCEDURE DOES NOT APPLY IN CASE OF AN ERROR ATTRIBUTABLE TO SWISS RELAY.

6. Conditions for accepting parcels

6.1 Weight limits, dimensions and pricing

The packages must comply with the the following limits :

• Maximum weight: 30 kg
• Maximum dimensions:
  
  • Length: 100 cm
  • Sum of dimensions (L + W + H): 150 cm

Formats and categories:

Format

Weight

Maximum dimensions

Price

S

up to 2 kg

45 x 25 x 5 cm

CHF 4.95

M

up to 10 kg

60 x 30 x 20 cm

CHF 6.95

Pricing:

• Delivery charges are clearly displayed at the time of ordering.
• Prices vary depending on the format.
• SWISS RELAY MAY CHANGE PRICES WITHOUT NOTICE; NEW RATES APPLY IMMEDIATELY TO NEW ORDERS.

Control and adjustment:
SWISS RELAY RESERVES THE RIGHT TO INSPECT PARCELS AT ANY TIME. IN CASE OF FALSE DECLARATION OF SIZE OR WEIGHT:

• A PRICE ADJUSTMENT MAY BE APPLIED;
• THE DIFFERENCE IN FEES CAN BE DEDUCTED FROM THE AMOUNT TO BE PAID TO THE SELLER;
• SANCTIONS MAY BE APPLIED IN CASE OF REPEAT OFFENCE.

6.2 Package Contents

The contents of the package must correspond to the item sold on the Sales Platform and may under no circumstances contain:

• An item prohibited by the Terms and Conditions of the Sales Platform;
• Content that is illegal, dangerous, or unrelated to the transaction.

The Seller is solely responsible for the contents of the package he hands over to Swiss Relay.

SWISS RELAY, AS A LOGISTICS SERVICE,DO NOT OPEN OR INSPECT THE PACKAGES AND CANNOT BE HELD RESPONSIBLE OF THE CONTENT, ITS LEGALITY, ITS CONFORMITY OR ITS CORRESPONDENCE WITH THE ORDERED ITEM.

6.3 Public Holidays

Relay points can be Closed on public holidays which may cause delays in the processing or delivery of packages.

6.4 Support client

All information relating to the Swiss Relay service is available at the following address:
www.cyclem.ch/support

7. Final Provisions

7.1 Applicable Law

These Terms and Conditions are governed by the Swiss law Any dispute is subject to the jurisdiction of the ordinary courts of the canton of Geneva, unless otherwise required by law.

7.2 Acceptance

By using the Swiss Relay service, the User acknowledges having read, understood and accepted these General Terms and Conditions of Use.

‍