Furgonetka under investigation by Polish consumer protection office

The Polish Office of Competition and Consumer Protection (UOKiK) has launched an investigation into the shipping platform Furgonetka. The regulator is questioning nine provisions in the service's terms and conditions, alleging they may be unlawful.

The investigation focuses on the platform's practice of charging additional fees after a service has been completed. While customers declare package dimensions and weight at the time of booking, carriers may later dispute these parameters. Furgonetka reportedly charges the customer for these discrepancies without verifying the claims, without allowing the user to accept the new price or withdraw from the contract, and without providing documentation to justify the surcharge.

Furthermore, UOKiK is examining the platform's handling of complaints. Because the contract is held with Furgonetka rather than the individual courier, consumers often face difficulties during the reclamation process. UOKiK President Tomasz Chróstny noted that consumers should not be redirected to a carrier with whom they have no direct contractual relationship when disputing charges.