Terms and conditions

Our contractual relationship is governed exclusively by our German terms and conditions (Allgemeine Geschäftsbedingungen). This page summarises the points that matter most for English-speaking customers; in the event of any discrepancy, the German version prevails.

Read the binding German terms and conditions

Liability for your belongings

As a removal company we are liable for loss of or damage to your goods from the moment we take them over until delivery (§§ 451 ff. of the German Commercial Code, HGB). Statutory liability is capped at €620 per cubic metre of load space required to perform the contract. For delayed delivery, liability is capped at three times the freight charge. Extended cover can be agreed in advance for a fee — this is worth discussing for art, instruments and antiques.

Reporting damage

Please inspect your goods on delivery. Visible damage must be recorded on the delivery note or reported to us no later than the day after delivery. Damage that is not externally visible must be reported within 14 days, itemised and in writing. Claims for late delivery expire if not notified within 21 days. General, unspecified damage reports are not sufficient.

Your right to withdraw

If you are a consumer and the contract was concluded at a distance (phone, email, form) or away from our business premises — for instance during the survey at your home — you may withdraw from it within 14 days without giving any reason. A phone call, an email or a letter is enough; no form is required. We refund any payments received within 14 days. Should the move take place before those 14 days are up, we will ask you for an express request to start early; if you then withdraw, you owe a proportionate amount for the work already done. This right takes precedence over the cancellation terms below.

Payment

For domestic moves the agreed sum is due once the job is complete. For international moves, half is due after loading and half before unloading. You may pay in cash, by card where a reader is available, or by bank transfer within 14 days of invoice. If a third party (such as your employer) is covering the cost, we need confirmation of cost coverage in text form before the move.

Cancellation

You can cancel at any time. Any compensation depends on how close the cancellation is to the moving date:

• more than 14 days before the move: no charge
• 14 to 8 days before: 10 % of the agreed price
• 7 to 3 days before: 15 % of the agreed price
• 2 days before or later: 25 % of the agreed price

These are flat rates. You are expressly free to show that we suffered no loss or a smaller one, in which case you owe less or nothing. No VAT applies, as this is damages rather than payment for a service. If the move falls through for reasons beyond your control, no compensation is due.

Parking permit zone

If we are to arrange a no-parking zone, please place the order at least three weeks in advance — the authorities need that much lead time. If a permit zone was listed in your contract but could not be set up, you receive a credit of €50 net.

What our crew may not do

Unless expressly agreed otherwise, our staff are not permitted to carry out electrical, gas, drilling or other installation work. Drilling work during a move is only undertaken if you have told us in advance where concealed cables and pipes run.

Liability that cannot be limited

Whatever limitations these terms contain, we remain fully liable for injury to life, body or health, for damage caused intentionally or through gross negligence, and wherever the law does not permit liability to be limited.

What you should prepare

Please have moving parts of sensitive equipment — washing machines, turntables, TVs, hi-fi and IT equipment — secured professionally for transport. We are not obliged to check whether transport locks have been fitted correctly. If your goods include hazardous items such as petrol or oils, tell us in good time what the hazard is.

Governing law and jurisdiction

German law applies. If you are a consumer resident in another country, the mandatory consumer protection rules of your country of residence remain unaffected (Article 6(2) of the Rome I Regulation). An agreed place of jurisdiction at our registered office applies only to merchants — as a consumer you keep the statutory venues.