Here’s a complete, final version you can drop into a PDF, web page, or onboarding flow.
(Powered by Figural – Insurance Intermediary & Underwriter Partner)
Version date: 2025 Edition
For the purposes of these Insurance Terms & Conditions (“T&Cs”), the following terms have the meanings set out below:
“Pigee Inc.” or “Pigee”:
Pigee Inc., a company providing access to the Parcel Insurance through the Pigee mobile app, web platform, and API. Pigee acts as a distribution and technology partner and does not itself underwrite insurance.
“Pigee Platform”:
Any Pigee mobile application, web portal (including account.pigeepost.com), plugin, API, or other interface through which Customers can purchase Parcel Insurance.
“Figural”:
An insurance intermediary listed in the Nanterre Trade & Companies Register under number 837 953 041, with registered office at 99 avenue Achille Peretti, 92200 Neuilly-sur-Seine, France, accredited by ORIAS under number 18002684. Figural acts as agent for the Insurer and administers claims.
“Parcel Insurance”:
The insurance contract covering the carried Items, provided by the Insurer via Figural, and made available to Customers through the Pigee Platform.
“Insurer”:
The insurance company underwriting the Parcel Insurance, or the insurance broker of which Figural is the agent. Their identity can be provided to the Customer on request.
“Website”:
Figural’s website: www.figural.com.
“Customer” / “Sender”:
Any individual or legal entity using the Pigee Platform to arrange shipment and purchasing Parcel Insurance for a Package.
“Package”:
A single Item or a number of Items, regardless of weight, size, or volume, constituting an identifiable unit load when handed over to the Carrier.
“Item”:
Any movable object eligible for coverage under these T&Cs, excluding the items listed in the exclusions (Article 4.3).
“Carrier”:
Any air or land carrier, or postal service, approved under these T&Cs.
“Delivery”:
Physical handover of the Package or the Item to the Recipient against signature.
“Recipient”:
The person named as the Recipient of the Package or Item on the transport slip or carrier label and in the Pigee/insurance form completed by the Customer.
“Pick-Up Date”:
The date on which the Package or Items are first handed over to the Carrier.
“Incident”:
Total or partial theft, damage, loss, or non-delivery of the Items during the period of coverage.
“Service”:
The service of acting as an agent of insurance intermediary provided by Figural and the distribution/technical service provided by Pigee.
“E-Merchant”:
Any official business selling or buying items online.
2.1 Purpose
These T&Cs define the contractual framework for the Parcel Insurance made available through Pigee and administered by Figural on behalf of the Insurer.
2.2 Application
These T&Cs apply without restriction or reservation to any purchase of Parcel Insurance through the Pigee Platform.
2.3 Acceptance
By:
selecting Parcel Insurance and/or
ticking the relevant acceptance box and/or
confirming a shipment with insurance on the Pigee Platform,
the Customer acknowledges that they have read, understood, and accepted:
these Pigee Insurance T&Cs;
Figural’s insurance conditions; and
Pigee’s General Terms of Service and any applicable carrier terms.
2.4 Precedence
These T&Cs prevail over any contradictory document issued by the Customer or any third party.
2.5 Contact Details
Figural
99 avenue Achille Peretti
92200 Neuilly-sur-Seine, France
Email: contact@figural.com
Website: www.figural.com
Pigee Inc.
Email (claims & support): claims@pigeepost.com
Website: www.pigeepost.com
The Parcel Insurance covers shipments to and from:
All European countries and the United Kingdom;
And, for international shipments, to/from the following destinations:
USA, Canada, Japan, South Korea, Switzerland, Singapore, Australia, Hong Kong, Norway, New Zealand, Israel.
The following are excluded from coverage, whether as country of origin or destination:
Any country subject to embargo or sanctions such that execution of the Parcel Insurance would cause Figural or the Insurer to incur a sanction, prohibition, or restriction under:
United Nations resolutions; and/or
European Union, French, United States, or other applicable national law.
Explicit exclusions include:
Afghanistan, Belarus, Burma, Cuba, North Korea, Iraq, Iran, Russia, Syria, Ukraine, Venezuela,
All African countries (entire African continent).
No cover applies if a shipment starts from or is destined to any of the excluded countries.
Figural insures all new and used goods except those listed in the exclusions in Article 4.3.
By way of example (non-exhaustive):
Jewellery, pearls, precious stones, watches;
Goldsmithing products;
Leather goods;
Works of art, collectibles, collector’s stamps;
Handicrafts;
High-tech items;
Clothing, shoes, fashion accessories;
Sporting goods (including bicycles);
Books, magazines, posters;
Medicines that do not require controlled temperature.
All goods not expressly excluded under Article 4.3 may be covered, subject to compliance with these T&Cs.
Once entrusted to a Carrier, Items are covered if:
The Customer has complied with the obligations in Article 8; and
The total value of the Package does not exceed the value declared to Figural.
The following are not covered by the Parcel Insurance, due to their nature:
LIVE ANIMALS;
MERCHANDISE TRAVELLING UNDER CONTROLLED-TEMPERATURE CONDITIONS (POSITIVE OR NEGATIVE);
MANUFACTURING OR PRODUCTION EQUIPMENT;
ITEMS SHIPPED IN BULK BY SEA OR RIVER;
BANKNOTES, COUPONS, SECURITIES, CHEQUES, MINTED COINS, PURE PRECIOUS METALS;
FURS, SKINS, LEATHERS (raw);
FURNITURE BEING MOVED;
CONTAINER BODIES;
COMMODITIES FALLING WITHIN THE SCOPE OF TRADING IN RAW COMMODITIES;
MERCHANDISE CLASSIFIED AS DANGEROUS BY APPLICABLE CONVENTIONS, LAWS OR REGULATIONS;
TOBACCO, CIGARETTES, ALCOHOL;
OBJECTS OR ART OBJECTS MADE OF GLASS, PORCELAIN, CERAMICS, EARTHENWARE, CRYSTALWARE, MIRRORS, VASES, POTTERY, CROCKERY, TV AND COMPUTER SCREENS, UNLESS the packaging is validated in writing by Figural prior to shipment;
ITEMS SHIPPED ON A PALLET, UNLESS specifically approved in writing by Figural.
The Parcel Insurance covers Packages up to a maximum value of €100,000 (one hundred thousand euros) per Package.
Above this value, cover does not apply unless Figural explicitly agrees in writing to provide cover.
The Parcel Insurance applies only to goods forming part of a sales transaction between two parties.
It does not cover:
Gifts;
Items on loan;
Product samples;
Items sent from companies to employees, or returned by employees;
Any shipment not linked to a documented sale.
The Parcel Insurance also covers returned Items if:
The return shipment concerns the same Items that were insured and shipped outbound;
The Items are whole and merchantable at time of return;
The Items are properly packaged in line with Article 8.1; and
The return takes place within the coverage period defined in Article 5.
For Items entrusted to a Carrier, coverage:
Starts when the insured Items, properly packaged in compliance with Article 8, are handed over to the Carrier; and
Ends upon:
Delivery to the Recipient against signature; or
At the latest, 14 (fourteen) days from the Pick-Up Date,
whichever happens first, regardless of the means of transportation.
For returned Items, the Parcel Insurance terminates:
No later than 14 (fourteen) days after the initial Pick-Up Date of the outbound shipment, unless otherwise agreed in writing by Figural.
Goods delivered and then returned to the sender are not covered unless specifically agreed in writing by Figural.
The Parcel Insurance covers:
Loss of Items;
Complete theft or partial theft;
Physical damage caused to the Items during transit.
The Parcel Insurance does not cover:
Rust and/or oxidation on Items shipped without proper packaging;
Functional breakage or disruption of mechanical, electrical or electronic Items where there is no clear evidence of transit damage;
Artistic depreciation;
Loss of data recorded on magnetic or digital media;
Scratches, scuffs, deformation, and other purely cosmetic damage;
Damage due to ordinary use, wear, or pre-existing condition (second-hand Items damage not caused by transit);
Losses or damages where the Package was received:
without signature; or
with a non-conforming or fraudulent signature;
Risks related to electromagnetic, biochemical, biological or radioactive contamination, or chemical weapons;
Nuclear risks;
Items already broken or weakened at time of shipment (unless approved by Figural in writing);
Items shipped on a pallet, unless approved in writing by Figural.
The following events are not covered:
Confiscation, sequestration, requisition, blockade running, smuggling, any arrest or seizure, including any security payable for release of insured cargo;
Wilful misconduct or gross negligence of the Customer, any beneficiary, or their representatives;
Inherent vice of the insured cargo; worm or vermin (unless contamination occurred during the insured voyage);
Effects of atmospheric temperature, ordinary leakage, or ordinary loss in weight or volume;
Absence, inadequacy or unsuitability of preparation, packing or packaging;
War or civil war, hostilities, reprisals, torpedoes, mines and all other weapons of war, acts of sabotage or terrorism of a political or war-related nature;
Capture, takings at sea, arrest, seizure, restraint, molestation or detention by any government or authority;
Riots, civil commotion, strikes, lockouts and similar events;
Piracy of a political or war-related nature.
7.1 The Parcel Insurance only applies to Packages shipped by signed-for delivery to the Recipient. Coverage is effective for up to 14 (fourteen) days from initial shipment departure. The Customer should select a reasonably swift shipping service to ensure delivery within this timeframe.
7.2 Goods entrusted to a river or sea carrier are not covered by the Parcel Insurance.
7.3 The Parcel Insurance does not apply to Items shipped to parcel shops that are not primarily dedicated to parcel shipping (e.g. general shops acting as pickup points).
7.4 As an exception, for shipments handled by “Hermes” or “MyHermes”:
Coverage is limited to €1,000 (one thousand euros) per Package.
If such a Package is sent from or shipped to a parcel shop, coverage is further limited to €500 (five hundred euros) per Package.
7.5 Shipments to or from non-professional parcel shops or relay points (where the main business is not transport of goods) are limited to €500 (five hundred euros) per Package.
The Parcel Insurance only applies if the Customer complies with all of the following requirements.
Items must be shipped inside rigid containers so that the contents cannot be identified by touch;
Goods must be packed using new, resistant double packaging:
Inner packaging (e.g. bubble wrap, inner box); and
Outer rigid packaging (e.g. strong cardboard box);
Goods must be prepared, packed and packaged appropriately according to their nature so as to withstand normal transport risks;
No information should appear on the packaging that could reveal the nature or value of the Items:
No brand names, item descriptions, website names or other clues;
The customs form is not considered a value indication, but should be placed under the airway bill;
A photograph of the Package and a photograph of its contents must be taken before each shipment.
If the Package appears damaged, the Customer must describe the damage precisely on the delivery slip or electronic device used for signature;
If the Customer signs the delivery note without making any reservations, the Customer is deemed to have accepted the Goods and may waive the right to claim;
The Customer has the right to request to inspect the Package in the presence of the Carrier’s representative before signing, even if the representative is reluctant.
Non-rigid and non-resistant packaging (e.g. bubble envelopes, thin cardboard envelopes) will only be insured up to a maximum value of €200 (two hundred euros) per Package.
Goods must be handed over to the Recipient against the Recipient’s signature;
The shipping label must clearly show:
First name and last name;
Phone number;
Full postal address, including postcode, city and country;
If the Recipient or Sender authorises the Carrier to:
leave the Package without signature; or
leave it with a third party; or
leave it in a mailbox or any unsecured location,
then coverage ceases at that point, unless negligence can be proven on the part of the Carrier.
The Customer must declare the value of the Items when purchasing Parcel Insurance via Pigee;
This value must be supported by:
a commercial invoice; or
a certificate of sale (between individuals); or
an expert appraisal (e.g. art valuation);
The declared value may not exceed the value stated in the supporting documentation.
The Customer must retain their rights to pursue legal recourse against:
Carriers; and/or
Any third party that may be responsible for the loss or damage.
9.1 The Parcel Insurance reimburses the final retail value of the Items, as evidenced by:
Commercial invoice;
Certificate of sale;
Expert appraisal;
These documents must be supported by proof of payment (bank statement, payment receipt, etc.).
9.2 The total amount refunded may never exceed the insured value. If the Customer receives compensation from the Carrier, that amount is deducted from the final insurance reimbursement. The Customer may not profit from combining Carrier compensation and insurance reimbursement.
9.3 For mobile phones, a deductible of €150 per unit applies.
10.1 In the event of an Incident, the Customer must:
Take reasonable steps to protect the insured Items and limit further damage;
Retain all rights and legal recourse against Carriers and/or any liable third party;
In case of damage: write clear, precise and meaningful reservations on the delivery slip;
Take photographs of:
the Package; and
the Package contents;
Keep all packaging;
In case of theft: file a complaint with the police.
10.2 Before a claim can be processed, the Customer must be able to provide Figural with:
Copy of a valid ID and/or business registration;
Carrier shipping label;
Invoice, certificate of sale or expert appraisal + proof of payment;
Copy of any claim submitted to the Carrier and the Carrier’s response;
Photographs of the Package and its contents;
For theft: copy of the police report;
For loss: certificate of non-delivery from the Carrier;
For damage: copy of the reservations written on the delivery slip.
Figural reserves the right to request any additional documents it deems useful, including updated identity documents.
10.3 The Customer must inform Figural of the Incident without delay and no later than:
3 days from the originally scheduled delivery date,
by sending an email with:
A clear description of the Incident;
A photograph of the Package and its contents prior to shipment;
The Carrier tracking number.
10.4 Figural will provide support to the Customer in processing the claim, help complete forms, and identify documents required for a complete submission to the Insurer.
10.5 In case of non-delivery of a Package, the Customer must:
Demonstrate due diligence in obtaining a definitive statement from the Carrier regarding the missing/damaged Items; and
Undertake to accept any Package that might later be found and to reimburse the Insurer the corresponding insurance value, less the amount of any confirmed damages or losses.
10A.1 Where to Submit a Claim via Pigee
Customers using the Pigee Platform may initiate a claim by contacting:
Pigee Claims Support
📧 Email: claims@pigeepost.com
This address is used for:
Registering a claim;
Providing guidance on required documents;
Forwarding a complete claim file to Figural for insurance assessment.
Figural remains the claims administrator; Pigee cannot approve or deny claims.
10A.2 How to Begin a Claim (Step-by-Step)
To initiate a claim through Pigee, the Customer should send an email to claims@pigeepost.com with:
Subject line:INSURANCE CLAIM – [Tracking Number] – [Sender Name]
Minimum required contents:
Incident description (what happened, when, and where);
Pigee order reference (if any);
Carrier name and tracking number.
Attachments (where applicable):
Photo of the Package and contents before shipment;
Photo of the Package upon delivery (especially if damaged);
Photo(s) of the damaged Item(s);
Copy of the carrier shipping label/airway bill;
Invoice, proof of payment, or expert appraisal;
Copy of claim or correspondence with the Carrier;
Police report (in case of theft);
Non-delivery certificate from the Carrier (for loss);
Copy of delivery slip with reservations (for damage).
Pigee will generally acknowledge receipt of the claim by email within 1 business day.
10A.3 Time Limits
To respect the Figural/Insurer requirements:
The Customer must report the Incident to Pigee within 3 days from the scheduled delivery date or discovery of the issue (and always within the Figural deadlines in Article 10.3).
Pigee will then aim to forward the claim and supporting documents to Figural as soon as reasonably possible.
Failure to respect the time limits may lead to denial of cover by Figural and/or the Insurer.
10A.4 Process and Indicative Timeframes
Once Pigee receives the claim:
Acknowledgement – approx. 1 business day
Pigee confirms receipt by email and provides a claim reference.
File Preparation – approx. 1–3 business days
Pigee reviews the documentation;
Requests any missing or unclear items;
Prepares the file for Figural.
Submission to Figural – as soon as complete
Pigee transmits the full file securely to Figural for formal assessment.
Figural Review – typically 5–14 business days
Figural reviews evidence, packaging, declared value, and Carrier documentation;
Figural or Pigee may request further clarification or documents from the Customer.
Decision and Settlement – usually within 30 days (complex cases may take longer)
The Insurer, via Figural, accepts or rejects the claim and determines the compensation amount;
Pigee or Figural informs the Customer of the decision and next steps;
If approved, payment is processed to the Customer (less any applicable deductibles or Carrier compensation).
These timeframes are indicative and non-contractual. Complex investigations or cross-border Carrier issues may require longer.
10A.5 Communication During the Claim
Pigee acts as the Customer’s first point of contact (via claims@pigeepost.com);
Figural may also contact the Customer directly relating to the claim;
Pigee is not authorised to override, amend, or guarantee the outcome of Figural or Insurer decisions.
10A.6 Recovery of Funds if Package Is Found
If a Package previously treated as lost is later delivered or recovered:
The Customer must accept its return; and
Must reimburse the insurance payout received, less any confirmed damage or loss covered by the policy.
In all cases, the Insurer (and/or Figural on its behalf) is subrogated to the Customer’s rights to pursue recourse against Carriers or any liable third party.
12.1 The fees for Figural’s services and the insurance premium are billed to the Customer in accordance with the rules agreed and displayed in real time, including through Figural’s API and the Pigee Platform.
12.2 The price is payable in full and upfront on the day of subscription to the Parcel Insurance. Payment is made via the Pigee Platform (e.g. credit/debit card or other accepted methods).
12.3 The Customer is entitled to cancel the insurance and request a refund within 14 days, only if the Package has not yet been collected by the Carrier.
Once the Parcel has been taken over by the Carrier, the insurance takes effect immediately and is no longer refundable or voidable.
Each party (Customer, Pigee, Figural, Insurer) is liable to the extent that it fails to respect its obligations under these T&Cs and applicable law.
The maximum liability potentially incurred by Figural, assuming such liability is proven, shall not exceed the total value of the damage, capped at €100,000 (one hundred thousand euros) per Package.
Nothing in these T&Cs limits or excludes any liability that cannot be limited or excluded under applicable law.
Neither Figural nor the Customer shall be liable for a failure or delay in performance caused by force majeure within the meaning of Article 1218 of the French Civil Code (or equivalent under applicable law).
The party invoking force majeure must:
Promptly inform the other party; and
Provide reasonable evidence of the event.
Performance is suspended for the duration of the force majeure event. Once it ends, the parties shall resume normal performance as soon as reasonably possible.
The Customer is informed and accepts that personal data may be collected:
By Figural in its capacity as Data Controller for the insurance operations; and
By Pigee Inc. as a separate Data Controller/Processor for platform, payment, and customer support purposes.
Figural processes personal data in accordance with the General Data Protection Regulation (EU) 2016/679 (“GDPR”) and undertakes to protect and ensure security and confidentiality of such data, including forwarding relevant data to the Insurer (acting as processor) solely for insurance purposes.
Personal data may be used to:
Manage the Parcel Insurance and claims;
Manage the customer relationship;
Improve the Website and services;
Meet legal and regulatory obligations.
Data is retained only for the period strictly necessary for those purposes or as required by law.
Customers have rights of access, rectification, erasure, restriction and objection, and can exercise these rights by contacting Figural (and/or Pigee, where relevant) under GDPR.
For further information, Customers should consult:
Figural’s Privacy Statement on www.figural.com; and
Pigee’s Privacy Policy on www.pigeepost.com.
Figural’s Website uses cookies (small text files placed on the Customer’s device). Some cookies are essential to the functioning of the Website; others improve user experience or provide analytics.
Where required by law, the Customer’s prior consent will be requested before certain cookies are stored or read. Details are provided in Figural’s cookie policy and/or conditions of website use.
These T&Cs and related insurance transactions are governed by French law.
These T&Cs may be translated into other languages (including English). In case of discrepancy, the French-language version shall prevail.
Any dispute relating to the validity, interpretation, performance, termination, or consequences of these T&Cs that cannot be resolved amicably between Figural and the Customer shall be submitted to the competent courts under conditions of common law, subject to any mandatory consumer protection rules.
The Customer may also use conventional mediation, including:
The Commission de la médiation de la consommation (French consumer mediation commission); and/or
Other sector-specific mediation bodies listed on Figural’s Website;
Or other alternative dispute resolution methods (e.g. conciliation).
The Customer acknowledges that they received, prior to contracting, clear and understandable information regarding:
The essential characteristics of the Parcel Insurance;
The price of the Service;
Figural’s identity and contact details;
The functionality and interoperability of any digital content where relevant;
The possibility of using mediation in the event of a dispute.
Any purchase of insurance via the Pigee Platform constitutes full and unreserved acceptance of these T&Cs and an obligation to pay for the ordered insurance.
End of Pigee Inc. – Shipping Insurance Terms & Conditions (2025 Edition)
