Travel Cargo i Sverige AB-  Company registration number: 559037-0655

These Terms and Conditions apply to services provided by Travel Cargo i Sverige AB.

They are intended to clarify the rights, obligations, and responsibilities of the company and the customer in relation to freight forwarding, transport arrangements, removals, personal effects shipments, storage-related services, animal transport arrangements, and related logistics services.

1.Definitions

In these Terms and Conditions:

“Company”, “we”, “us” or “our” means Travel Cargo i Sverige AB.

“Customer”, “you” or “your” means the party requesting, booking, purchasing, or otherwise using our services.

“Goods” means any goods, cargo, personal effects, household goods, animals, packages, parcels, containers, cartons, pallets, crates, or other items handled, transported, arranged, stored, or otherwise dealt with by us.

“Services” means freight forwarding, transport arrangements, removals, storage-related services, customs-related assistance, handling, documentation, advisory services, animal transport arrangements, and any related logistics services.

“Quotation” means an offer or price estimate provided by us. A quotation does not constitute a binding contract unless accepted by the customer and confirmed by us in writing.

2. Scope and Applicable Conditions

2.1 General scope

These Terms and Conditions apply to all services provided by us, including but not limited to:

• Freight forwarding
• Road, sea, air, rail, and multimodal transport arrangements
• International removals
• Personal effects shipments
• Household goods shipments
• Storage-related services
• Customs-related assistance
• Animal transport arrangements
• Related logistics services

2.2 NSAB 2015

All services are carried out in accordance with the General Conditions of the Nordic Association of Freight Forwarders, NSAB 2015, unless otherwise expressly agreed in writing or supplemented by these Terms and Conditions.

Where these Terms and Conditions supplement NSAB 2015, both shall apply. In the event of conflict, mandatory law shall always prevail.

2.3 Role of the company

Unless expressly stated otherwise in writing, we act as a freight forwarder under NSAB 2015 and normally undertake the agreed service in our own name as contracting party.

This means that we may arrange and coordinate transport, handling, storage, customs-related assistance, removal services, animal transport arrangements, and related logistics services using our own resources, subcontractors, carriers, agents, terminals, warehouses, veterinary service providers, customs agents, or other third parties.

Where we act solely as intermediary for a specific service or part of a service, this will be stated in the quotation, booking confirmation, or other written communication. In such cases, our responsibility is limited to the intermediary role in accordance with NSAB 2015, applicable mandatory law, and these Terms.

We do not assume liability beyond what follows from NSAB 2015, applicable transport conventions, mandatory law, or any written agreement with the customer.

2.4 No cargo insurance unless separately agreed

Cargo insurance, transport insurance, marine insurance, removal insurance, storage insurance, or animal insurance is not included unless expressly agreed in writing.

The insurance obligation under NSAB 2015 §25 A is excluded to the extent permitted by applicable law.

Standard freight-forwarder liability under NSAB 2015 and applicable transport conventions is limited and may be substantially lower than the actual value of the goods.

The customer is solely responsible for arranging adequate insurance unless we have confirmed in writing that insurance has been arranged through us.

We strongly recommend that the customer arranges suitable insurance or requests an insurance option from us before the service begins.

2.5 Mandatory consumer rights

Where the customer is a consumer, nothing in these Terms limits or excludes rights that the customer has under mandatory Swedish consumer law.

If any provision of these Terms conflicts with mandatory consumer law, the mandatory rule shall prevail and the remaining provisions shall continue to apply.

3. Formation of Contract

A contract is deemed concluded when:

• A booking has been confirmed by us in writing; or
• Goods have been accepted by us or by a subcontractor acting on our behalf; or
• We have otherwise commenced performance of the agreed service.

A quotation alone is not a booking confirmation.

We reserve the right to refuse, cancel, or suspend a booking where necessary due to operational, legal, regulatory, sanctions-related, safety, payment, or insurance-related reasons.

4. Customer Responsibilities

The customer is responsible for:

• Providing accurate and complete information about the goods
• Providing correct collection and delivery addresses
• Declaring the nature, quantity, value, weight, volume, and special characteristics of the goods
• Providing all necessary customs documents, permits, licences, certificates, authorisations, and instructions
• Ensuring that the goods are properly packed and suitable for transport, handling, storage, and the agreed mode of transport
• Declaring high-value, fragile, sensitive, hazardous, regulated, temperature-sensitive, or otherwise special goods in advance
• Ensuring compliance with applicable laws and regulations
• Being present or represented at collection and delivery when required
• Ensuring that all inventories, receipts, waybills, job sheets, or delivery documents are checked and signed where applicable
• Ensuring that nothing is taken by mistake and nothing intended for transport is left behind
• Providing updated contact details throughout the transport or storage period

The customer is liable for all costs, loss, damage, delay, fines, penalties, claims, or expenses arising from incorrect, incomplete, misleading, or late information or documentation.

5. Right to Arrange Transport

Unless expressly agreed otherwise in writing, we reserve the right to:

• Select the carrier, route, means, and mode of transport
• Use direct or indirect routing
• Consolidate goods with other shipments
• Use transshipment
• Use terminals, warehouses, depots, agents, and subcontractors
• Choose the method of handling and storage

Any stated route, vessel, airline, departure, arrival, transit time, or schedule is indicative only unless expressly confirmed as a written time-guaranteed service.

6. Transit Times and No Time Guarantee

Any transit times, schedules, departure dates, arrival dates, delivery windows, or estimated delivery times provided by us are estimates only.

We do not guarantee collection, transport, customs clearance, or delivery within a specific time unless:

• A specific time guarantee has been expressly agreed in writing; and
• The service has been clearly confirmed by us as a time-guaranteed service.

A general schedule, estimated transit time, carrier timetable, booking confirmation, quotation, or operational plan does not constitute a time guarantee.

Unless a written time guarantee has been expressly agreed, delay shall only give rise to liability where liability follows from NSAB 2015, applicable transport conventions, mandatory consumer law, or other mandatory law.

Any transit times, schedules, or delivery estimates stated in quotations, booking confirmations, or other written communication are indicative only and shall not constitute a time guarantee unless explicitly confirmed by us in writing as a time-guaranteed service.

7. Pricing, Quotations, and Additional Charges

7.1 Quotations

Unless otherwise stated, quotations are indicative and subject to availability, carrier acceptance, capacity, schedules, exchange rates, fuel costs, taxes, duties, surcharges, and other cost levels applicable at the time of booking or performance.

Prices are based on information provided by the customer and on cost levels known at the time of quotation.

A quotation does not guarantee availability, departure, routing, space, equipment, or price unless expressly confirmed by us in writing.

7.2 Charges not included unless stated

Unless expressly included in the quotation, prices do not include:

• Customs duties
• VAT or import taxes
• Government fees
• Port, airport, terminal, inspection, or authority charges
• Storage, demurrage, detention, quay rent, or warehouse charges
• Additional customs examinations
• Fumigation, cleaning, quarantine, veterinary, or sanitary measures
• Parking charges, permits, tolls, fines, ferry charges, or road charges
• Extra labour, waiting time, shuttle service, special handling, cranes, lifts, hoists, or other equipment
• Insurance

7.3 Freight calculation

Charges may be based on actual weight, volumetric weight, chargeable weight, loading metres, pallet space, container size, shipment volume, or another applicable industry standard.

The higher chargeable basis shall apply unless otherwise agreed.

7.4 Price adjustments

We reserve the right to adjust the price or charge additional costs if:

• The shipment details differ from those provided by the customer
• The weight, volume, dimensions, value, type, or nature of the goods differ from the information given
• Access conditions differ from those stated
• Collection or delivery involves extra floors, long carry distance, stairs, lack of lift, difficult access, parking restrictions, narrow roads, or other access limitations
• Additional services are required or requested
• Waiting time occurs for reasons not caused by us
• Work is carried out outside normal working hours at the customer’s request
• Carrier, fuel, ferry, toll, terminal, port, airport, currency, tax, or authority costs change
• Delays, rerouting, storage, demurrage, detention, or additional handling arise for reasons outside our control
• The customer or consignee requests access to goods during storage or transit
• Authorities require inspection, documentation, repacking, examination, quarantine, or other intervention

The customer agrees to pay all such additional charges.

8.Payment

Unless otherwise agreed in writing:

• Private customers must pay in advance before departure from the country of origin
• Business customers with approved credit shall pay according to agreed payment terms
• We may request advance payment at any time
• We may refuse to commence or continue services until payment has been received

The customer may not withhold or set off amounts that are undisputed and due, except where the customer has a statutory right to do so or where mandatory law provides otherwise.

Late payment may result in:

• Interest on overdue amounts
• Collection costs
• Legal costs
• Storage costs
• Suspension of services
• Exercise of lien over the goods

If payment is overdue, all outstanding amounts may become immediately due.

9. Lien and Right to Sell Goods

We have a lien over goods and documents under our control in accordance with NSAB 2015 and applicable law for:

• Freight charges
• Storage charges
• Customs charges
• Outlays
• Interest
• Collection costs
• Legal costs
• Any other amounts due to us from the customer in relation to the assignment

If the customer fails to pay amounts due, we may retain the goods and charge storage and related costs.

If payment remains unpaid after reasonable written notice, and where permitted by law, we may sell or otherwise dispose of as much of the goods as necessary to recover amounts owed, including costs related to storage, sale, disposal, administration, and legal recovery.

For perishable, dangerous, prohibited, abandoned, or low-value goods, shorter notice or immediate disposal may be applied where reasonably necessary and where permitted by law.

10. Goods Requiring Prior Written Agreement

The following goods are accepted only by prior written agreement:

• Personal effects and household goods
• High-value goods
• Fragile or sensitive goods
• Dangerous goods
• Temperature-sensitive goods
• Live animals
• Plants
• Perishable goods
• Foodstuffs
• Pharmaceuticals or medical goods
• Alcohol, tobacco, or excise goods
• Firearms, ammunition, explosives, or weapons
• Waste or recyclable material
• Goods requiring permits, licences, certificates, or special handling
• Oversized, overweight, or unusually shaped goods
• Goods unsuitable for normal consolidation or handling

If such goods are tendered without prior written agreement, we may refuse, suspend, return, store, remove, or dispose of them at the customer’s risk and expense.

11. Prohibited Goods

The following goods must not be submitted for transport, removal, storage, or handling unless expressly accepted by us in writing:

• Cash, securities, deeds, bonds, stamps, coins, precious metals, precious stones, jewellery, watches, collections, or similar valuables
• Prohibited, illegal, stolen, counterfeit, or restricted goods
• Controlled drugs or narcotics
• Firearms, ammunition, explosives, fireworks, gas bottles, aerosols, paints, flammable liquids, or hazardous substances
• Dangerous goods not properly declared and accepted
• Loose batteries of any type, including lithium-ion, lithium metal, nickel-metal hydride, alkaline, and lead-acid batteries
• E-bikes, scooters, hoverboards, or similar battery-powered items unless expressly accepted
• Perishable goods
• Goods requiring temperature control unless expressly accepted
• Plants, seeds, soil, or organic material likely to attract pests or cause infestation
• Goods that are dirty, unhygienic, infested, leaking, unstable, or hazardous to health
• Animals, unless accepted under a specific AVI or animal transport service
• Goods requiring government approval, import licence, export licence, veterinary clearance, phytosanitary clearance, or similar permission, unless properly declared and accepted

For air and sea freight, batteries of any type are not accepted unless shipped separately as fully declared dangerous goods by prior written agreement.

For road transport within Europe, small household items with built-in batteries, such as laptops, mobile phones, tablets, toys, cameras, or cordless tools, may be accepted if the devices are intact and the batteries remain installed.

The customer is responsible for all consequences arising from undeclared, prohibited, restricted, or incorrectly declared goods.

We reserve the right to remove, refuse, return, store, destroy, or dispose of prohibited or dangerous goods without notice where necessary. The customer shall indemnify us against all costs, claims, damages, fines, penalties, or legal expenses arising from such goods.

12.Sanctions and Trade Compliance

The customer warrants that:

• The customer, consignor, consignee, beneficial owner, payer, receiver, and any other party involved in the shipment are not subject to sanctions imposed by the European Union, United Nations, United States, United Kingdom, Sweden, or any other applicable authority
• The goods are not prohibited, restricted, sanctioned, embargoed, or otherwise unlawful under applicable sanctions, export control, import control, customs, or trade compliance laws
• The shipment does not involve a sanctioned country, territory, person, entity, vessel, aircraft, bank, or end-use in violation of applicable law
• All information provided for compliance screening is complete and accurate

We may request documentation, declarations, end-use information, ownership information, consignee information, payment information, or other compliance-related information.

We reserve the right to refuse, suspend, cancel, hold, return, reroute, or terminate any shipment or service without liability if we reasonably suspect that it may violate sanctions, export controls, import controls, customs rules, trade restrictions, or other applicable laws.

The customer shall indemnify us against any loss, damage, fines, penalties, storage costs, legal costs, delay, seizure, confiscation, or other consequences arising from breach of this clause.

13.Right of Inspection

We reserve the right to inspect goods, packaging, documentation, and shipment information where reasonably necessary for:

• Safety
• Legal compliance
• Customs compliance
• Sanctions screening
• Dangerous goods control
• Insurance or carrier requirements
• Verification of customer-provided information

The customer shall bear any costs arising from inspection, repacking, delay, storage, authority intervention, or non-compliance, unless caused by our proven negligence.

14. Subcontracting

We may subcontract all or part of the services.

If we subcontract services, these Terms shall continue to apply between the customer and us.

Our liability for subcontractors, carriers, airlines, shipping lines, terminals, warehouses, customs agents, veterinary agents, destination agents, or other third parties shall be determined in accordance with NSAB 2015, applicable transport conventions, mandatory law, and these Terms.

Where we act as contracting party under NSAB 2015, our liability is subject to the limits, exclusions, and conditions set out in NSAB 2015, applicable transport conventions, mandatory law, and these Terms.

Where we act solely as intermediary and this has been specified to the customer in writing, we are responsible only for exercising due care in selecting and instructing such third parties, unless mandatory law provides otherwise.

All services performed by subcontractors, carriers, agents, terminals, warehouses, or other third parties may also be subject to their own terms and applicable transport conventions.

15. Liability

15.1 General liability

Our liability is governed by:

• NSAB 2015
• These Terms and Conditions
• Applicable mandatory law
• Applicable international transport conventions, including where relevant CMR, Hague-Visby Rules, Montreal Convention, Warsaw Convention, CIM, or other applicable rules

15.2 Basis of liability

Our liability depends on the role we have undertaken under NSAB 2015, the nature of the service, applicable transport conventions, mandatory law, and these Terms.

Where we act as contracting party, our liability is limited in accordance with NSAB 2015, applicable transport conventions, mandatory law, and these Terms.

Where we act solely as intermediary and this has been specified to the customer in writing, we are liable only for our own proven negligence in selecting, instructing, or arranging third-party services, unless mandatory law provides otherwise.

15.3 Carrier and convention limitations

Where goods are carried by road, sea, air, rail, or multimodal transport, liability may be limited according to applicable transport conventions or carrier terms.

The customer acknowledges that such liability is often limited by weight and may be significantly lower than the actual value of the goods.

15.4 Exclusion of indirect loss

We shall not be liable for:

• Indirect loss
• Consequential loss
• Loss of profit
• Loss of income
• Loss of market
• Business interruption
• Loss of use
• Emotional distress
• Accommodation costs
• Travel costs
• Replacement purchases
• Penalties or contractual liabilities owed by the customer to third parties

unless such liability cannot be excluded under mandatory law.

15.5 Items excluded from liability

We are not liable for loss, damage, deterioration, delay, or failure relating to:

• Goods not packed by us
• Goods packed in drawers, wardrobes, appliances, bags, suitcases, or containers not inspected by us
• Inherent defects
• Normal wear and tear
• Leakage, evaporation, mould, rust, odour, infestation, or deterioration
• Mechanical, electrical, or electronic derangement without visible external damage
• Data, files, software, digital content, or electronic information
• Plants
• Perishable goods
• Jewellery, money, watches, precious metals, documents, securities, collections, or similar valuables unless expressly accepted in writing
• Goods removed, seized, detained, destroyed, or delayed by customs or other authorities
• Goods prohibited or restricted under these Terms

15.6 Repair or replacement

Where we are liable for damage, we may choose to repair or replace the damaged item.

If an item is repaired, we shall not be liable for depreciation in value unless required by mandatory law.

15.7 Employees and representatives

No employee, representative, subcontractor, or agent of the company shall be personally liable to the customer for loss, damage, delay, errors, or omissions, unless acting outside the scope of their duties or where mandatory law provides otherwise.

16.Delay, Failed Delivery, and Storage

If delivery cannot be completed for reasons not caused by us, including but not limited to absence of the consignee, unpaid charges, customs issues, missing documents, access restrictions, refusal of delivery, or authority intervention, we may place the goods into storage.

In such case:

• The original transport obligation shall be considered fulfilled to the extent permitted by law
• Storage, handling, redelivery, waiting time, administration, and related costs shall be charged to the customer
• Goods remain at the customer’s risk, subject to mandatory law

We are not liable for delay unless liability follows from NSAB 2015, applicable transport conventions, mandatory consumer law, other mandatory law, or a written time-guaranteed service has been expressly agreed.

17. Notice of Claims

The customer must inspect the goods at delivery.

Visible loss or damage must be noted on the delivery document, worksheet, waybill, or receipt at the time of delivery wherever reasonably possible.

Claims concerning loss of or damage to goods must be made in writing without undue delay and no later than seven days after delivery.

If notice is given later than seven days after delivery, the customer may need to prove that the loss or damage occurred before delivery.

Claims concerning matters other than loss of or damage to goods must be made in writing no later than fourteen days after the customer knew or should have known of the circumstances forming the basis of the claim.

Failure to give notice within the above periods may affect the customer’s ability to prove the claim and may result in the claim being rejected, unless mandatory law provides otherwise.

Where the customer is a consumer, these notice periods do not limit any mandatory rights under applicable consumer law.

18. Arrival Notice, Storage, and End of Transport Responsibility

When we have notified the customer, consignee, or other entitled party that the goods have arrived or are available for delivery or collection, the customer must provide delivery instructions, accept delivery, arrange collection, or pay any charges due without undue delay.

If the customer fails to do so, the goods may be placed into storage or remain in storage at the customer’s risk and expense, subject to NSAB 2015 and mandatory law.

Any storage, handling, waiting, redelivery, administration, or related costs after arrival notice shall be payable by the customer.

Our transport responsibility may cease or transfer to storage responsibility in accordance with NSAB 2015, applicable transport conventions, these Terms, and mandatory law.

19. Advice and Information

We may provide general information regarding transport, customs, documentation, import rules, export rules, regulations, or destination requirements.

Such information is provided in good faith and based on information available at the time.

Rules and regulations may change and may be subject to interpretation by authorities, carriers, or destination agents.

The customer remains responsible for verifying all requirements and obtaining independent advice where necessary.

20. Force Majeure

We are not liable for failure, delay, loss, damage, or additional cost caused by circumstances beyond our reasonable control, including but not limited to:

• War, conflict, terrorism, sanctions, embargoes, or civil unrest
• Strikes, labour disputes, lockouts, or shortage of labour
• Natural disasters, storms, fire, flood, earthquake, or extreme weather
• Pandemics, epidemics, quarantine, or health restrictions
• Port congestion, airport congestion, terminal delays, or carrier disruption
• Vessel, aircraft, truck, rail, or equipment shortage
• Customs delays, inspections, authority decisions, or government action
• Cyber incidents affecting carriers, terminals, authorities, or subcontractors
• Road closures, border closures, ferry cancellations, or route disruptions

Additional costs caused by such circumstances shall be payable by the customer.

21. Special Terms for Private Customers, Personal Effects, and International Removals

This section applies in addition to the General Terms where the service involves private customers, personal effects, household goods, or international removals.

21.1 Scope of removal services

Removal services may include, if agreed in writing:

• Packing
• Collection
• Loading
• Transport
• Export documentation assistance
• Import documentation assistance
• Storage
• Delivery
• Unpacking
• Removal of packing material

Only services expressly included in the quotation or booking confirmation are included.

21.2 Services excluded unless agreed in writing

Unless expressly agreed in writing, our removal service does not include:

• Dismantling or assembling furniture or fittings
• Dismantling or assembling IKEA-type, flat-pack, fragile, weakened, or previously assembled furniture
• Disconnecting or reconnecting appliances
• Electrical, plumbing, gas, internet, or technical work
• Removing or installing fixtures, fittings, lamps, curtains, blinds, shelves, TVs, or wall-mounted items
• Removing or laying fitted floor coverings
• Moving items from lofts, attics, crawl spaces, or unsafe areas
• Moving items where access is unsafe or insufficiently illuminated
• Dismantling or assembling garden furniture, trampolines, greenhouses, gym equipment, or outdoor structures
• Moving plants unless expressly accepted
• Handling goods listed as prohibited or requiring special agreement
• Moving items which our crew reasonably considers unsafe to move
• Moving items where removal may damage the item, building, surroundings, or crew safety
• Providing packing materials unless quoted
• Protecting floors, walls, lifts, staircases, doors, or other premises unless expressly agreed
• Handyman, electrician, plumber, carpenter, or specialist services

We may refuse to move any item where our crew reasonably believes the move cannot be performed safely.

21.3 Customer preparation duties for removals

The customer must:

• Be present or represented during collection and delivery
• Ensure all goods to be moved are clearly identified
• Ensure goods not to be moved are clearly separated
• Empty, defrost, clean, and dry refrigerators and freezers
• Empty, clean, dry, and secure washing machines, dishwashers, garden appliances, hose pipes, petrol tools, and similar items
• Remove fluids, fuel, oil, gas, water, food, and perishables from goods
• Prepare electrical and electronic items for transport
• Back up digital data before transport
• Secure loose parts
• Declare fragile, high-value, heavy, sensitive, or unusual items
• Arrange suitable protection for floors, walls, driveways, and premises unless agreed as our service
• Ensure safe access, parking, permits, lift reservations, and building permissions
• Obtain all customs, residence, import, export, and other documents required for the move

Failure to comply may result in additional charges, refusal to handle certain goods, delay, damage risk, or exclusion of liability.

21.4 Inventory and high-value items

The customer must provide an accurate inventory.

High-value items, fragile items, sensitive items, antiques, art, designer furniture, musical instruments, electronics, and items exceeding SEK 20,000 in value must be declared in writing before the move.

Undeclared high-value or sensitive items may be excluded from liability and insurance.

This is because liability assessment, risk handling, packing requirements, and insurance options depend on the declared nature and value of the goods.

21.5 Packing

Unless packing is expressly included in the service, the customer is responsible for packing.

We are not liable for loss or damage caused by insufficient, unsuitable, weak, old, reused, overloaded, or improper packing.

Where we perform packing, our liability applies only to packing performed by us and subject to these Terms, NSAB 2015, and applicable mandatory law.

21.6 Self-packed goods

For goods packed by the customer or by a third party not appointed by us, we are not liable for:

• Breakage
• Scratching
• Pressure damage
• Internal damage
• Missing contents
• Damage caused by poor packing
• Damage to goods inside boxes, bags, drawers, suitcases, wardrobes, appliances, or other closed containers

unless the customer proves that the loss or damage was caused by our negligence.

21.7 Access conditions

The quotation is based on the access conditions described by the customer.

Additional charges may apply if:

• The floor level differs from the quotation
• No suitable lift is available
• The lift is too small or unavailable
• Carrying distance exceeds what was stated or exceeds 20 metres unless agreed
• Parking is not available near the entrance
• Shuttle transport is required
• Stairs, doors, corridors, lifts, roads, driveways, or building access are unsuitable
• Waiting time occurs due to building rules, concierge restrictions, permits, parking, or customer delay
• Mechanical equipment, external lifts, cranes, or additional labour are required

21.8 Damage to premises or property other than goods

We are liable for damage to premises only where caused by our proven negligence.

The customer must arrange reasonable protection for floors, walls, lifts, staircases, doors, and other vulnerable areas unless such protection has been expressly agreed as part of our service.

Any damage to premises must be noted on the work sheet or delivery document at the time of service wherever reasonably possible.

Our liability, where applicable, is limited to making good the directly damaged area only.

We are not liable for damage resulting from weak structures, poor condition, narrow access, insufficient protection, or the customer’s instruction to move items after we have advised against doing so.

21.9 Driveways and access roads

If the customer permits our vehicles to enter a driveway, private road, yard, or similar area, this is done at the customer’s risk unless we have acted negligently.

The customer must inform us in writing of any weakness, restriction, weight limit, underground structure, paving issue, or other risk.

Failure to notify us may exclude liability for damage to driveways, paving, yards, or access roads.

21.10 Cancellation and postponement

If the customer cancels or postpones a removal, we may charge cancellation or postponement costs as follows, unless otherwise agreed:

• Less than seven days before the scheduled start: minimum SEK 5,000 or actual costs incurred, whichever is higher
• Less than 48 hours before the scheduled start: minimum 50% of the removal charge or actual costs incurred, whichever is higher

Any third-party costs, permits, storage, carrier charges, terminal charges, labour costs, or other committed costs shall be payable by the customer.

21.11 Failed delivery in removals

If delivery cannot be completed due to reasons outside our control, including absence of the customer, access restrictions, unpaid charges, customs issues, missing documents, or refusal of delivery, the goods may be placed into storage.

Storage, handling, waiting time, redelivery, administration, and related costs shall be payable by the customer.

21.12 Customer’s forwarding address

If goods are stored, delayed, or awaiting delivery, the customer must provide current contact details and notify us immediately of any changes.

Notices sent to the latest address or email provided by the customer shall be deemed received within a reasonable period after sending.

Costs incurred in locating the customer or obtaining updated instructions shall be payable by the customer.

21.13 Termination of storage

Where storage is provided, the customer must give at least ten working days’ written notice before requesting release of goods, unless otherwise agreed.

All charges must be paid before release.

Storage charges remain payable until the goods are released or until the notice period has expired, whichever is later.

22. Special Terms for Animal Transport, AVI Shipments

This section applies where services involve live animals or animal transport arrangements.

22.1 Scope

Animal transport services may include, if expressly agreed:

• Transport arrangements
• Airline booking
• Export documentation assistance
• Import documentation assistance
• Veterinary coordination
• Crate guidance
• Collection or delivery
• Customs or border inspection coordination

Animal transport services are provided only by prior written agreement.

22.2 Customer responsibilities

The customer is responsible for:

• Ensuring the animal is fit to travel
• Obtaining vaccinations, health certificates, import permits, export permits, and veterinary documents
• Ensuring microchip, passport, rabies vaccination, blood test, parasite treatment, or other requirements are fulfilled
• Providing correct breed, age, weight, size, health, temperament, and travel information
• Providing feeding, medication, and care instructions
• Ensuring the animal complies with airline, authority, and destination requirements
• Ensuring any required travel crate is compliant and suitable

22.3 Regulations

Animal shipments may be subject to:

• IATA Live Animals Regulations
• Airline rules
• Veterinary rules
• Customs rules
• Import and export regulations
• Breed restrictions
• Temperature restrictions
• Seasonal restrictions
• Transit country rules

The customer acknowledges that such rules may change and that final acceptance may depend on airlines, veterinarians, border authorities, or destination authorities.

22.4 No guarantee of acceptance

We do not guarantee that an animal will be accepted by an airline, authority, border inspection post, veterinary authority, or destination country unless expressly required by mandatory law.

If an animal is refused, delayed, rerouted, quarantined, or returned due to rules, documents, health, breed, crate, temperature, embargo, or authority decision, all resulting costs shall be payable by the customer unless caused by our proven negligence.

22.5 Liability for animals

We are not liable for stress, illness, injury, escape, quarantine, refusal, delay, or death of an animal unless caused by our proven negligence and unless liability cannot be excluded under mandatory law.

We are not liable for consequences arising from:

• The animal’s health, age, breed, temperament, or physical condition
• Incorrect or incomplete documents
• Authority decisions
• Airline refusal
• Temperature restrictions
• Breed restrictions
• Crate non-compliance
• Customer-provided feeding, medication, or care instructions
• Delays outside our control

22.6 Insurance for animals

Animal insurance or mortality insurance is not included unless expressly agreed in writing.

The customer is responsible for arranging suitable insurance where required.

23. Data Protection

We may process personal data necessary to provide services, including customer contact details, shipment information, customs information, identity documents, animal documentation, and delivery information.

Personal data may be shared with carriers, agents, authorities, customs brokers, veterinarians, insurers, and subcontractors where necessary for performance of the service or legal compliance.

24. Governing Law and Disputes

These Terms and Conditions shall be governed by Swedish law, unless mandatory law provides otherwise.

Disputes shall be resolved in accordance with NSAB 2015 and by Swedish courts, unless otherwise agreed in writing or unless mandatory consumer law provides otherwise.

We may bring legal proceedings for unpaid, undisputed charges in any competent court.

25. Amendments

Any variation, amendment, waiver, or special agreement must be confirmed in writing by us.

No employee, agent, subcontractor, or representative may alter these Terms unless authorised in writing by the company.