Terms and Conditions

2.1 Ordering Process

Clients initiate the service by requesting a quotation via email, chat, or phone. PrimeFlow Logistics will respond with a detailed quotation sent electronically. Once the client reviews and accepts the quotation, an invoice with clear payment instructions is issued. The service begins only after full payment is confirmed.

2.2 Client Obligations

Clients must provide accurate, complete, and timely information regarding their shipment, including any necessary documentation for international orders.

3.1 Payment Process

Payments must be made according to the instructions provided in the invoice (via bank transfer or other specified methods). The service is scheduled to commence only after payment has been successfully received.

3.2 Additional Charges

Clients are responsible for any additional fees resulting from inaccuracies in shipment details, misdeclared dimensions or weight, or non-compliance with specific service requirements.

3.3 Cancellation Policy

Cancellation requests must be submitted in writing before the shipment is handed over to the logistics provider. Once a shipment is handed over, the order is deemed confirmed and the client will be liable for all incurred expenses.

3.4 Refund Policy

Orders are non-refundable once confirmed, except in cases where the service is not rendered due to an error or fault attributable to PrimeFlow Logistics or its designated carrier. Refund requests must be submitted in writing within a specified period and include supporting documentation.

3.5 Operational Surcharges

Additional operational surcharges (e.g., reweigh/remeasure, address changes, waiting time, storage, reattempts, out-of-area, fuel) may apply and will be charged to the client if incurred.

3.6 Duties, Taxes, and Fees

Unless explicitly stated otherwise, all customs duties, taxes, and import/export fees remain the client's responsibility.

3.7 Transit Times

Transit times are estimates and not guaranteed unless expressly agreed in writing. External events may affect delivery schedules.

4.1 General Shipping Guidelines

All shipments must be adequately packaged, both internally and externally, to withstand handling and transportation. Clients must adhere to the declared size and weight; discrepancies may incur additional charges.

4.2 Pickup and Delivery

Shipments must be ready for collection at the provided pick-up address during standard operating hours. Clients must promptly notify PrimeFlow Logistics of any delays or issues.

4.3 Prohibited Items

• Firearms, weapon parts, and ammunition
• Perishable food
• Cigarettes and tobacco products
• Explosives and fireworks
• Hazardous waste, radioactive materials, toxic substances
• Cash, banknotes, coins, and cash equivalents
• Loose precious and semi‑precious stones; gold bullion; fur
• Human remains and live animals
• Narcotics and controlled substances
• Antiques
• Protected wildlife products (CITES) and counterfeit/stolen goods
• Standalone lithium batteries/cells (UN3480)
• Any items restricted by law

4.4 Customs and International Shipments

Customs clearance will be handled by PrimeFlow Logistics only if explicitly stated in the invoice. Otherwise, clients are responsible for ensuring compliance with local customs regulations and providing necessary documentation.

4.5 Restricted Items – Pre‑Approval Required

Certain items may be accepted only with prior written pre‑approval and subject to EU/EEA regulations, documentation, and packaging standards, including:

• Alcohol (handled via our specialized agent; licensing/excise compliance)
• Non‑hazardous liquids in limited quantities
• Lithium batteries installed in equipment (UN3481; within IATA/ADR limits)
• Fragile items (adequate internal and external packaging)

See our Restricted Items page for guidance.

4.6 Right to Inspect and Refuse

We may inspect shipments (including opening packaging if legally permitted) and may refuse, suspend, or return shipments that appear non‑compliant with these Terms or applicable EU/EEA regulations.

5.1 Standard Package Shipping

Each shipment item requires a shipping label, either printed by the client or provided by the logistics provider during pick-up.

5.2 Freight and Palletized Cargo Shipping

Pricing is based on the use of standard, stackable pallets. Non-stackable or irregular shipments must be declared at booking to avoid additional charges.

5.3 LTL and FTL Shipping

Less-than-truckload (LTL) and full-truckload (FTL) services are available for partial or full loads and are subject to the conditions (including CMR liability) specified during the order process.

5.4 Vehicle Logistics

Transporting vehicles involves specialized trucks and trailers, and is governed by specific terms and CMR liability conditions.

5.5 Van Delivery Service

Suitable for bulk or loose shipments, this service requires that goods be securely packaged (e.g., boxed or strapped) to ensure safe transportation.

6.1 Limitation of Liability

PrimeFlow Logistics and its logistics providers are liable only for the direct costs of the service provided. Neither party shall be liable for indirect, incidental, or consequential damages. Where mandatory transport regimes apply, liability is limited as prescribed by those regimes (including weight‑based caps). Optional cargo insurance may be available upon request; if not purchased, liability remains limited as stated herein and by applicable law.

6.2 Claims and Complaints

In the event of damage, loss, or delay, clients must notify PrimeFlow Logistics promptly and initiate the claims process within the timeframe required by applicable law or the applicable transport regime. All relevant documentation and evidence must be provided.

8.1 Modifications to Terms

PrimeFlow Logistics reserves the right to update or modify these Terms and Conditions at any time. Clients will be notified of any significant changes, and continued use of the service constitutes acceptance of the revised terms.

8.2 Termination

Either party may terminate the service agreement upon a material breach or non-compliance with these Terms and Conditions, following written notice. Termination does not affect rights or liabilities accrued prior to termination.