Terms of Service – Relocated (Relo)

Effective Date: March 2025

1. INTRODUCTION

Relocated (brand name: Relo) is a Finland-based company providing moving and transportation services for both private and business clients.

By booking any service from us, you acknowledge that you have read and agreed to the following Terms of Service. These terms define:

• the scope of our responsibilities,
• your responsibilities as a customer,
• payment conditions,
• limitations of liability.

They are designed to ensure clarity, fairness, and professional cooperation. Please read them carefully before placing an order.

2. Scope of Application

These Terms of Service apply to all domestic moving and transportation services provided by Relocated (Relo) within Finland.

Any exceptions or deviations must be agreed upon in writing prior to the service.

3. Agreement

3.1 Formation of the Agreement

All agreements between Relo and the customer must be confirmed in writing.

To be valid, an order must include the following details:

• Service date
• Pricing information
• Customer’s contact details (phone and email)
• Pickup and delivery addresses

We may not be able to confirm the service if any of this information is missing

3.2 Service Scope

Relo offers two main types of services: Moving Services and Transportation Services.

Moving Services include:

• Loading items onto the moving truck from a reasonable location specified by the customer
• Transporting items to the agreed destination
• Unloading items at a reasonable location at the drop-off point
• Basic protection of furniture using reusable materials

Transportation Services include:

• Loading items from a reasonable pickup point
• Transport to the agreed location
• Delivery to a reasonable drop-off point

Please note that the following services are not included by default, but can be arranged separately if needed:

• Assembly or installation work
• Protection of surfaces (e.g., floors, walls)
• Transport of high-value or particularly heavy items (e.g., safes, pianos an etc.)
• Cleaning services
• Packing and unpacking
• Providing moving boxes and packing materials

Relo does not provide transportation services for :

• Dangerous or hazardous materials
• Pets or temperature-sensitive items
• Firearms, ammunition, or weapons
• Flammable, explosive, or illegal items

4. Customer Responsibilities

To ensure smooth execution of the service, the customer is responsible for the following:

• Providing accurate address details and a list of items to be moved
• Making sure all items are packed properly and disassembled if needed
• Ensuring that there is suitable vehicle access at both locations
• Informing Relo in advance of the preferred method of payment (card, cash, invoice, etc.)

If only two movers are booked, the customer must supervise the move to prevent theft or loss. Relo is not liable for missing items if proper supervision was not arranged.

If key details are missing, incorrect, or if the start of the service is delayed (for example, due to limited access or not being ready on time), any extra time or labor required may be added to the final bill..

We recommend that the customer has a valid home insurance policy that covers moving-related damages. While we provide liability and road transport insurance (maximum compensation 20€/kg), a comprehensive home insurance often offers broader and faster coverage.

In case of damage, we will cooperate with the customer’s insurance company. If needed, we may also cover part of the cost that exceeds the insurance compensation, depending on the situation.

5. Relo’s Responsibilities

Relo is legally and operationally responsible for the following aspects of service delivery:

5.1 General Obligations

• Relo is responsible for performing all agreed moving services in a professional, careful and timely manner, as described in the service agreement.
• Relo is responsible for ensuring that its team members follow safety protocols, handle customer property with care and act respectfully at all times.

5.2 Before the Move

• Relo is responsible for ensuring that all key information required for planning the move (including addresses, access conditions, parking availability, floor levels, and main items) is obtained and verified before the move is confirmed and added to the schedule.
• Relo is responsible for providing the customer with a written summary of booked services and base pricing upon request.
• Relo must ensure that all necessary tools, equipment and protective materials are prepared before departure.

5.3 During the Move

• Relo is responsible for the safety of customer items during transportation, in accordance with Finnish transport legislation.
• Relo is responsible for protecting floors, stairs, elevators, and common areas from damage caused by the moving process, when such protection is feasible and has been agreed in advance or clearly needed.
• Relo is responsible for reporting any damages caused by its staff during the move and for documenting them promptly.
• Relo is not responsible for items that are packed, carried, or handled solely by the customer or a third party.

5.4 After the Move

• Relo is responsible for ensuring that all transported items are delivered, unloaded, and placed safely at the new address.
• Relo is responsible for collecting and removing all its own packaging materials, tools and waste from the site after the job is completed.
• Relo must verify, upon request, that all items have been delivered and that nothing was left in the vehicle.

5.5 Liability and Limits

• Relo is responsible for covering damages caused by its own negligence or mistakes, in line with the liability limits defined in Finnish transport laws.
• Relo is not responsible for:
  • Pre-existing damage
  • Poor or unsafe packing done by the customer
  • Force majeure (e.g. severe weather, road closures, accidents)
• Relo reserves the right to document the condition of items or property (e.g. via photos) before and after the move, in order to clarify possible claims.

5.6 Data & Administration

• Relo is responsible for the secure storage of customer information for operational and billing purposes.
• Relo shall never share personal data with third parties without consent, except where required by law.
• Relo is responsible for issuing invoices that match the agreed hourly rate and time spent on-site.

6. Pricing and Payment

Customers may request a price estimate before booking. All prices are VAT-free – no VAT is charged to the customer.

Billing starts when Relo arrives at the loading address and ends after unloading at the destination or completion of any extra services.

The minimum booking time is 2 hours. If the job is completed faster, the 2-hour minimum charge still applies — unless otherwise agreed in advance.

Additional surcharges apply for work performed during:

• Sundays and public holidays → +30%

Payment is due immediately upon completion of the service. Relo does not require prepayment, unless the customer has a history of unpaid invoices or is considered high risk.

6.1 Time Rounding Policy

Working time is billed in 15-minute increments. This means that any partial time is rounded up to the next full 15-minute block. For example, if the job lasts 2 hours and 10 minutes, the billed time will be 2 hours and 15 minutes.

6.2 Material Billing Policy

Consumable materials (such as stretch wrap, bubble wrap, tape, etc.) are billed in 0.25 unit increments, based on actual usage.
This means that any partial material usage will be rounded up to the next full 0.25 unit.

For example, if 1.6 rolls of stretch wrap are used, the billed amount will be 1.75 rolls.
Material costs are settled immediately after the move.

Relo always aims to prioritize reusable materials wherever reasonably possible, to reduce environmental impact and minimize costs for the customer.

7. Cancellation and Rescheduling

A booking can be cancelled free of charge up to 3 days before the scheduled service date.
You can cancel your move free of charge up to 3 full days before the scheduled moving time.

• Less than 3 days in advance → 1 hour of your hourly rate from the offer cancellation fee
• On the day of service → 2 hours cancellation fee

No cancellation fee is charged if the cancellation is due to a valid reason (such as illness, accident, or other reasonable cause).

8. Liability and Compensation

Relo is responsible for damage caused by its own negligence.

However, Relo is not liable for damage resulting from:

• Incorrect or incomplete information provided by the customer
• Poor packing or preparation by the customer
• Force majeure (e.g. road closures, extreme weather, accidents)
• Items carried or handled by the customer or third parties

Compensation for damaged or lost items follows Finnish transport legislation. The maximum liability is €20 per kilogram of lost or damaged goods.

Relo is also not responsible for:

• Sentimental value, indirect losses, or financial damages
• Electronic failures (e.g. lost data on computers or hard drives)
• Damage resulting from poor original condition of the items

9. Complaints and Dispute Resolution

Any complaints must be submitted in writing within 14 days after the service is completed.

Relo aims to resolve all issues through clear communication and mutual agreement. If no resolution is reached, the customer may contact the Finnish Consumer Protection authorities.

If the matter proceeds to court, it will be handled in Relo’s local jurisdiction.

10. Final Provisions

By booking a service with Relo, the customer confirms acceptance of these Terms of Service.

Relo reserves the right to update or amend these terms at any time. Any changes will be published on our website and will apply to all future bookings.