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We move like it's ours

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 performs all services in an ecologically conscious and efficient manner, maintaining a professional and careful approach at all times. Customer information is treated as confidential.

Relo is responsible for goods in transit in accordance with Finnish transport legislation. However, liability does not cover damage caused by:

  • Incorrect packing or preparation by the customer
  • Pre-existing damage to items
  • Force majeure (e.g., road closures, accidents, severe weather)

Relo is also not responsible for items that the customer or any third party carries or handles during the move.

Relo may document the condition of certain items or locations (e.g., through photos) before or after the service. This is done solely for internal records and to ensure transparency in case of damage claims.

Customer data is stored only for service and billing purposes and is never shared with third parties without consent, unless required by law.

6. Pricing and Payment

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

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:

  • 18:00–22:00 → +10% (evening rate)
  • 22:00–06:00 → +20% (night rate)
  • Sundays and public holidays → +100%

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.

Cancellation fees apply as follows:

  • Less than 3 days in advance → €50 cancellation fee
  • On the day of service → €100 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.