Terms and Conditions

1. Van Size

The van used for transportation is a Volkswagen Crafter. It has a size of 4.3 x 2 x 1.8 meters, with a load capacity of 500kg.

2. Cancellation Policy

Cancellations must be reported in writing at least 48 hours in advance and confirmed by phone. Down payments are non-refundable upon cancellation.

3. Customer Presence

Customers must be present during the entire move to ensure the safety of goods. Items of extreme value should remain with the customer.

4. Packing Responsibility

Customers must have their items packed and ready for transport.

5. Box Packing

Contents should be packed to prevent damage, and fragile items should be adequately protected.

6. Securing Items

Boxes must be closed, cabinet doors locked, and loose shelves removed to prevent damage during transport.

7. Valuables

Valuables such as jewelry and cash must remain under the customer's supervision.

8. Electronic Devices

Electronics should be packed in original boxes or transported at the customer's risk.

9. High-Value Items

Items of high value must be reported before the move. Failure to do so results in transport at the customer's risk.

10. Securing Washing Machines

Customers must secure and disconnect washing machines. Failure to do so releases MoverMate from liability.

11. Mattress Protection

Mattresses should be packed to avoid dirt. Unpacked mattresses are transported at the customer's risk.

12. Transport Exclusions

MoverMate reserves the right to refuse the transport of certain items like potting earth, plants, and animals.

13. Protection of Items

Customers must protect items against scratches and impacts.

14. Used Goods

Used goods are transported at the customer's risk and are not insured for damage.

15. Glass Items

Glass items are transported at the customer's risk and are not insured for damage.

16. New Goods

Only new goods in original boxes are insured for damage and must be declared with invoices before requesting a quote.

17. Liability for Loss/Theft

MoverMate is not liable for loss or theft of goods.

18. International Moves Insurance

Standard insurance for international moves is €3000, with additional insurance available.

19. Exclusion from Liability

Damage to plants, paintings, aquariums, animals, and staircases is excluded from liability.

20. Floor Protection

Customers must protect floors during the move. Damage to floors is the customer's responsibility.

21. Stairwell Transport

We only move items through stairwells, not windows. MoverMate is not liable for damage to staircases and household effects.

22. Weather Damage

Rust, oxidation, and weather-related damage are not covered by MoverMate’s liability.

23. Damage Exemption

A damage exemption of €250 is always at the customer’s expense.

24. Incorrect Information

MoverMate is not liable for damage due to incorrect or incomplete information or materials provided by the customer.

25. Personal Damage

MoverMate is not liable for material or physical damage to the customer or their helpers.

26. Waiting Times

Waiting times caused by traffic or incorrectly parked vehicles are at MoverMate's expense.

27. Payment Responsibility

The customer or contact person must have sufficient payment options and instruct MoverMate where necessary.

28. Payment Terms

Payment must be made in cash or card immediately after the move, unless otherwise agreed.

29. Termination Rights

MoverMate reserves the right to terminate the contract without compensation in cases of force majeure or other uncontrollable factors.

30. Changes/Additions

Any changes or additions must be confirmed by MoverMate before the move. Deviations from the agreed situation are not grounds for complaint or compensation.

31. Address Changes

Address changes must be reported before the move. Unreported changes invalidate the price and time estimate.

32. Contact Person

If the customer cannot be present, a contact person must be appointed to act on their behalf and handle payment.

33. Weather Conditions

Moves may be rescheduled due to unsafe weather conditions like high winds.

34. Delays

Delays caused by previous moves, traffic, or bad weather are not grounds for complaint or compensation.