Customer and Swiss Post live chat with co-browsing on Swiss Post website; Employee sees customer’s page with consent

Conditions of use Chatbot/Live Chat with Co-Browsing

Live Chat with Co-Browsing Conditions of Use (hereinafter referred to as the “Conditions of Use”) govern the business relationships between the customer and Post CH Network Ltd (Wankdorfallee 4, 3030 Bern, Switzerland; hereinafter referred to as “Swiss Post”) in connection with Swiss Post Contact Center employees supporting the customer via chatbot

live chat with co-browsing (hereinafter referred to as the “Service”).

1.2 References to persons apply to individuals of all gender identities and to more than one person.

2.1 The chatbot gives the customer the option to ask questions about Post CH Network Ltd 24 hours a day, 7 days a week. The chatbot’s answers are provided by artificial intelligence. This means that they do not come from a person.

2.2 Live chat gives the customer the option to contact a Swiss Post Contact Center employee directly via the chat function.

2.3 During an active live chat, and after permission is granted by the customer, co-browsing enables the Swiss Post Contact Center employee to see the Swiss Post webpage the customer has opened in their browser only. The employee can then help the customer as effectively as possible, for example with using Swiss Post online services.

  1. Scope of use and general cooperation obligations of the customer

3.1 The chatbot is generally available to the customer 24 hours a day, 7 days a week.

3.2 Live chat is generally available to the customer Monday to Friday from 7.30 a.m. to 6 p.m. and on Saturday from 8 a.m. to 12 p.m. Outside of these times, customers can use the contact form on the Swiss Post website.

3.3 Netiquette applies when using the Services.

3.4 The customer is solely responsible for all information they provide to Swiss Post when using the Services. In particular, they are obliged to refrain from disclosing any sensitive data.

  1. Ownership and intellectual property rights

4.1 The customer acknowledges that all content available as part of the Service, in particular any provided by third parties, is the intellectual property of the relevant rights holder.

4.2 No rights (usage rights, intellectual property rights, etc.) are acquired by the customer by using the Service and

or by accessing, downloading or copying content.

5.1 Swiss Post endeavours to ensure maximum and uninterrupted availability of the Service and its functions. However, it does not guarantee uninterrupted service, service at a specific time, any third-party service or the completeness, authenticity and integrity of the saved data or data transmitted via its system or the Internet.

5.2 Swiss Post will keep short all interruptions necessary to rectify disruptions, implement maintenance windows or introduce new technologies, etc. and will carry them out during quiet times whenever possible.

6.1 Support in connection with the Services is provided by the Swiss Post Contact Center, which is also the point of contact for any questions. The Swiss Post Contact Center is available from Monday to Friday between 7.30 a.m. and 6 p.m. and on Saturday between 8 a.m. and 12 p.m. on 0848 888 888 or via live chat. Outside of these times, customers can use the contact form on the Swiss Post website.

7.1 To the extent permitted by law, Swiss Post and any third parties it engages do not accept any liability. This means that direct and indirect damage, consequential damage and loss of profit in particular are expressly excluded as far as possible.

7.2 Swiss Post does not make any guarantees regarding the correctness, accuracy, topicality, reliability and completeness of the content and

or the Service. Furthermore, Swiss Post does not accept any liability for damage of either a material or a non-material nature that may arise from accessing or using the Service.

7.3 Swiss Post also does not accept liability for damage as a result of improper use of its services or of third-party services (in breach of contract or law) or for damage arising from force majeure or technical disruptions occurring particularly due to a lack of Internet connectivity, unlawful interventions in telecommunication devices and networks, overloading of the network, wilful blockage of electronic channels by third parties or interruptions.

8.1 When collecting and processing personal data, Swiss Post complies with the current legislation, especially data protection law and the Postal Services Act. It safeguards customer data with suitable technical and organizational measures and treats it confidentially.

8.2 Swiss Post collects, processes and stores personal data only to the extent necessary to provide these Services, for the security of operations and infrastructure, for invoicing and to manage and maintain customer relationships so as to ensure a high quality of service.

8.3 The customer agrees that, within the scope of its service provision, Swiss Post may analyse the chatbot conversations to constantly improve its Service and to train the chatbot. Any personal references to the customer are removed beforehand.

8.4 The data privacy statement on the websitewww.swisspost.ch

data-privacy-statementprovides further information about data processing by Swiss Post and in particular about the data subject’s rights to access in the context of data processing.

  1. Involvement of third parties (processors)

9.1 Swiss Post may involve third parties to render services and supply the necessary data to the third parties involved. The data processor is subject to the same obligations as regards guaranteeing data protection as Swiss Post itself and may – subject to differing legal regulations – not process the data for its own purposes and only on behalf and on the instructions of Swiss Post. Swiss Post undertakes to select, instruct and monitor such data processors in a prudent manner.

9.2 The data processors may also be domiciled abroad. Swiss Post guarantees that the data processors will apply appropriate data protection in the destination country.

  1. Changes to the Conditions of Use or the Service offered

10.1 Swiss Post can amend the Conditions of Use at any time and can modify or stop the Service. Any changes shall be announced in advance in an appropriate manner.

11.1 Should individual provisions of these Conditions of Use be invalid, incomplete or unlawful, or should performance be impossible, this shall not adversely affect the effectiveness of the other parts thereof. In this case, the parties shall undertake to immediately replace the provision in question with an admissible effective provision which in terms of content comes closest to the original intention, unless this conflicts with consumer protection provisions.

  1. Applicable law and jurisdiction

12.1 These Conditions of Use are subject to Swiss law. To the extent permitted by law, the applicability of the United Nations Convention on Contracts for the International Sale of Goods (CISG, SR 0.221.211.1) is waived, as are the conflict of law provisions of the Federal Act on International Private Law (IPLA, SR 291).

12.2 The place of jurisdiction is Bern. This is subject to the proviso of a partially or fully mandatory place of jurisdiction (cf. in particular Articles 32 and 35 of the Swiss Civil Procedure Code for consumers). Unless otherwise agreed, Bern shall also be the place of performance and the place of debt collection for customers who are not resident in Switzerland.

© Post CH Network Ltd, May 2026