Acceptable Use Policy

This Acceptable Use Policy (“AUP”) governs your use of the ClaimCMR Service. It is incorporated by reference into the Terms of Service and applies to all customers and users. ClaimCMR reserves the right to enforce this AUP at its discretion.

1. Permitted Uses

ClaimCMR is designed specifically for the following lawful purposes:

• Managing freight damage, loss, shortage, and delay claims for cross-border EU road freight under the CMR Convention
• Uploading and storing CMR consignment notes, proof of delivery documents, cargo damage photographs, commercial invoices, and carrier correspondence
• Tracking CMR legal deadlines for your own organization or for your shipper clients (3PL use case)
• Generating claim documentation packets and submission materials
• Analyzing carrier performance and denial patterns for your own internal business purposes
• Collaborating with your team or clients via the white-label portal feature (Professional plan)

2. Prohibited Uses

You must not use the ClaimCMR Service to:

1. Violate applicable law. Any use that violates the CMR Convention, GDPR, EU law, or the laws of the Republic of Lithuania or any other applicable jurisdiction.
2. Submit fraudulent claims or fabricated documents. Upload, create, or use falsified CMR notes, forged damage photographs, fabricated invoices, or any other fraudulent documentation for the purpose of making false freight claims.
3. Process data without legal right. Upload or process freight documents, personal data, or business data that you do not have a legal right or lawful basis to process under GDPR.
4. Attempt unauthorized access. Access, attempt to access, or extract data belonging to other ClaimCMR customers. Any unauthorized access to systems, databases, APIs, or accounts is strictly prohibited.
5. Harass or harm third parties. Use the platform to harass, threaten, defame, or harm carriers, drivers, other logistics parties, or ClaimCMR staff.
6. Scrape or bulk extract data. Use automated scraping, bots, or data extraction tools on the ClaimCMR Service interface, API, or carrier denial intelligence data for purposes other than your own internal claims management.
7. Resell or act as unauthorized reseller. Resell, sublicense, or grant third parties access to the Service without a written reseller agreement with ClaimCMR. The white-label portal feature (Professional plan) is permitted solely for providing the Service to your own shipper clients, not for general resale.
8. Train external AI models. Use data, outputs, or content from ClaimCMR (including carrier denial patterns, claim scoring results, or any extracted data) to train, fine-tune, or evaluate external artificial intelligence or machine learning models.
9. Infringe intellectual property. Upload content that infringes third-party intellectual property rights, including copyrighted documents you are not authorized to process.
10. Circumvent service limits or security. Manipulate, automate, or otherwise circumvent subscription limits, authentication mechanisms, rate limits, or security controls through manual or automated means.
11. Upload malicious content. Introduce viruses, malware, ransomware, trojan horses, or any other malicious or harmful code into the Service.
12. Reverse engineer the Service. Decompile, disassemble, or attempt to derive the source code, algorithms, or carrier intelligence methodology of the ClaimCMR platform.

3. Consequences of Violation

ClaimCMR takes AUP violations seriously. Depending on the severity and frequency:

• Minor first violation: written warning and opportunity to cure within 7 days
• Serious violation: immediate Service suspension pending investigation, without refund for the suspended period
• Severe or repeated violation: immediate account termination without refund and permanent ban from the Service
• Illegal activity: ClaimCMR reserves the right to report violations to relevant law enforcement authorities and regulatory bodies, including the Lithuanian Police, VDAI, and relevant EU agencies

ClaimCMR's determination of AUP violations is at its sole discretion. Customers may appeal suspension decisions by contacting hello@claimcmr.com within 14 days.

4. Reporting Violations

If you become aware of a violation of this AUP — including unauthorized access, fraudulent use, or abuse of the Service — please report it promptly to hello@claimcmr.com. We investigate all credible reports.