1. General Terms

Customer/Client: The individual or entity that places an order with PrimeFlow Logistics for logistics services.

Shipment: A load of goods sent from one place to another, consisting of one or more items.

Item: Element of a shipment, such as an envelope, parcel, or pallet.

Logistics Provider/Carrier: A company selected by PrimeFlow Logistics that offers logistics services or assigns them within its network (e.g., carrier, courier, or freight forwarder).

Logistics Service: Services such as dispatching, transportation, delivery, warehousing, fulfillment, and other logistics services arranged by PrimeFlow Logistics.

Consignment: A shipment of goods that are being sent from one place to another by a logistics provider on behalf of a customer.

Freight: Goods transported in bulk by truck, ship, or air.

Pick-up Address: The location where the logistics provider collects the shipment for delivery.

Delivery Address: The final destination where the shipment is meant to be delivered as specified by the customer.

Tracking: A system that provides the client with real-time updates on the location and status of the shipment.

Handling: The process of managing and moving items during transportation, including loading and unloading.

Business Day: Any day other than a Saturday, Sunday, or public holiday where banks are open for business in the Netherlands.

Force Majeure: Any unforeseeable event beyond the control of PrimeFlow Logistics, such as natural disasters or strikes, which prevents the company from fulfilling its obligations.

2. General Rules of Booking the Service

2.1 Ordering Process

The customer acknowledges that all ordering processes lead to an order placed for a specific service type, as outlined in Section 3. The customer initiates the order by requesting a quotation via email, chat, or phone. PrimeFlow Logistics will then provide the quotation via email or chat, which the customer can review and sign online. Once the customer signs the quotation, an invoice with payment instructions will be sent. The service begins once payment has been successfully received.

2.1.1 Acknowledgement Presumption

It is the customer’s responsibility to familiarize themselves with and comply with the Terms and Conditions of both the logistics provider and PrimeFlow Logistics. Failure to do so will not exempt the customer from responsibility, and their acknowledgement will be presumed. PrimeFlow Logistics is not required to provide additional translations of these Terms and Conditions or the logistics provider’s Terms and Conditions.

2.2 Payment Process

After the customer signs the quotation, PrimeFlow Logistics will issue an invoice via email with instructions for payment. Payment can be made by bank transfer or other methods specified in the invoice. The customer must follow the payment instructions and ensure that payment is received by PrimeFlow Logistics before the service begins. Any changes made to the order may result in the issuance of an additional invoice or credit note, which will be sent via email. It is the customer’s responsibility to monitor their email and other established communication channels regularly to ensure payment is made according to the invoice. PrimeFlow Logistics may apply additional payment processing fees depending on the payment method.

2.2.1 Payment via Bank Transfer

If the customer opts for payment via bank transfer, the order will not be confirmed until the full payment amount is received in PrimeFlow Logistics’ bank account, as specified in the payment instructions provided with the invoice. The instructions will include details on how to complete the payment, including PrimeFlow Logistics’ bank account information, the total amount to be transferred, and the payment reference details. Any bank-related charges incurred during the transfer are the sole responsibility of the customer. If the amount received in PrimeFlow Logistics’ bank account is less than the amount specified, the order will not be confirmed, and PrimeFlow Logistics is not obligated to notify the customer of the insufficient payment. Wire transfers must be made in the currency and to the bank account specified in the payment instructions or transactional email. Any currency conversion fees are the responsibility of the customer.

2.2.2 Deferred Payment Option

PrimeFlow Logistics does not offer deferred payment options. All orders must be paid in full as per the payment instructions provided on the invoice. Services will only commence once full payment has been received. No service will be initiated without prior payment confirmation.

2.3 Additional Charges

The client is responsible for paying any additional costs incurred by PrimeFlow Logistics or the selected logistics provider that arise from inaccurate information provided by the client during the ordering process or if the shipment’s details do not comply with the terms, restrictions, and limitations of the specific service booked as per these Terms and Conditions or those of the responsible logistics provider. PrimeFlow Logistics reserves the right to request reimbursement of expenses covered on behalf of the client, even if such expenses are invoiced by the logistics provider after the completion of the logistics service. Additionally, PrimeFlow Logistics may charge an administrative fee of up to fifteen (15) EUR for managing such costs. By accepting these Terms and Conditions, the client agrees that PrimeFlow Logistics may apply additional surcharges to the payment method used for the original order. If automatic charges are not possible, the client will be notified in writing and must pay the additional amount within seven (7) days. Any costs related to litigation or collection processes will be borne by the client. PrimeFlow Logistics reserves the right to charge the client in case of an abrupt price change for the selected route. If the client refuses to accept the extra charge for the route change, PrimeFlow Logistics reserves the right to issue a full refund and cancel the transportation service. If the shipment must be returned to the sender for any reason not related to the logistics provider, any additional costs will be charged to the client, and any insurance coverage will become void. If the logistics provider is unable to return the shipment for reasons beyond their control, the provider may dispose of the shipment without reimbursement, and all costs related to the disposal will be borne by the client.

2.4 Cancellation and Refunds

The client has the right to cancel an order in writing only. If the client cancels the order, they agree not to hand over any shipment to the logistics service provider if the provider arrives at the pick-up address. Should the client proceed with handing over the shipment, they will be responsible for all expenses incurred. All orders are non-refundable once confirmed, i.e., after payment is successfully made or the client confirms the payment obligation. The cost of any additional services purchased during the order process (such as insurance fees, help with loading/unloading, provision of special equipment, exceeding declared shipment size and weight, etc.) is non-refundable. Refundable amounts, if granted, will be issued as a credit to the client’s PrimeFlow Logistics account for future orders, provided the client holds such an account and agrees to this refund method. PrimeFlow Logistics may also issue refunds to the payment method originally used (such as credit card, bank transfer, etc.) or another payment account at the client’s request. Any approved refund will be available within thirty (30) days from the moment PrimeFlow Logistics confirms the refund’s admissibility. Additional costs associated with refunding to the original payment method may apply.

2.5 Claims and Complaints

In the event of damage or loss of a shipment during the performance of the logistics service, the client has the right to initiate a claims process to receive reimbursement for the loss in value caused by the damage or loss incident. All orders placed with PrimeFlow Logistics are covered by the liability of the selected logistics provider, as specified during the order process. The client also has the option to purchase additional insurance as described for each shipping type. If any reimbursement is approved based on the basic liability or basic insurance provided by the selected logistics provider, the client may only claim the difference up to the maximum reimbursement allowed by the additional insurance purchased during the order process. PrimeFlow Logistics will handle claims with the logistics providers and/or insurance companies on behalf of the client. The selected logistics providers or insurance companies will provide a decision on the claim within their specified timeframes. PrimeFlow Logistics will not be held responsible if a final decision is not received within the expected time. PrimeFlow Logistics reserves the right to reject a client’s claim if incomplete, misleading, or false information is provided. Claims may also be declined if the client breached any Terms and Conditions. In case of damage or partial loss, the client must report it on the proof of delivery and notify PrimeFlow Logistics by the next business day to initiate a claims process. Claims for damage cannot be processed if the damage is limited to the packaging (e.g., cardboard boxes or suitcases). Additionally, insurance does not cover:

• Inappropriate packaging (such as bundled parcels marked with one label)
• Unconventional shipments
• Shipment of prohibited items
• Damage caused by force majeure events
• Insufficient evidence provided by the client to prove the shipment’s condition prior to collection

Claims not supported by original invoices or valid proof of value will not be processed. Only the original invoice, minus VAT and amortization, will be considered.

2.5.1 Damage Claim

To start a damage claim, the client must notify PrimeFlow Logistics on the delivery date via email or phone. PrimeFlow Logistics will provide instructions for submitting the necessary documents and photographs to process the claim with the logistics provider or insurance company. The client must submit the requested documentation within 2 business days after receiving instructions. Claims submitted after this deadline may be rejected. In the event of a damage claim, the client must keep the shipment in its delivered condition until the claims process is complete. If the shipment has visible external damage, the client should take photos before unpacking the goods. For any missing goods, the client must provide photographic evidence that proves the item was opened or damaged during transport.

2.5.2 Loss Claim

If a shipment is not delivered within five (5) business days of the expected delivery date, the client must notify PrimeFlow Logistics. PrimeFlow Logistics will contact the logistics provider and initiate a search investigation. If the shipment is officially declared lost, the client will be instructed to submit documentation for a claim. The client must submit all requested documentation within two (2) business days of receiving instructions. Failure to meet this deadline may result in claim rejection. If a lost shipment is later found and delivered, any previously approved reimbursement must be returned.

2.5.3 Official Complaint

The client may file an official complaint regarding any services provided by PrimeFlow Logistics through email or phone. Complaints must include all necessary information (e.g., client name, order number, and case details) and be submitted within seven (7) days after:

• The last correspondence about a specific order
• The last update in the shipment’s tracking system
• The shipment’s scheduled pick-up date or delivery date

PrimeFlow Logistics will respond to the complaint within thirty (30) days of receipt.

3. General Rules of Shipping

The following general rules apply to all orders booked with PrimeFlow Logistics unless otherwise specified in Section 3 of these Terms and Conditions. Specific rules may apply to particular shipment types or service categories as outlined in Section 4, or in the Terms and Conditions of the specific carrier with whom PrimeFlow Logistics arranges the service. The customer expressly agrees to the relevant Terms and Conditions before confirming the order. It is the customer’s responsibility to be informed of any special rules that apply to the specific service type they select during the ordering process.

3.1 Packaging

The client agrees that all goods must be appropriately packaged, both internally and externally, according to the type of items being transported. The packaging must be suitable to withstand handling and transportation at logistics centers managed by PrimeFlow Logistics or third-party logistics providers. If the packaging is inadequate or unsafe, the logistics provider may reject or return the shipment, and any associated costs will be borne solely by the client. PrimeFlow Logistics assumes no responsibility for damages or losses resulting from improper packaging, and insurance claims may be denied if the shipment is deemed unsafe or hazardous to other goods. PrimeFlow Logistics and its third-party partners do not provide specialized handling for items marked as fragile or breakable. Labels or inscriptions may be disregarded due to automated handling processes. The recommended packaging for non-palletized shipments is a multi-layered cardboard box that is securely taped and wrapped if necessary. Any other packaging used is at the client’s risk and may result in additional charges. Boxes that are torn, damaged, or have holes must not be used. Packaging should be capable of withstanding a drop from one meter. Bags, suitcases, and travel bags are not permitted for shipping. If palletized shipping is selected, the client must ensure that the goods are properly packed and secured to the pallet, using plastic wrap if necessary. Pallets should not exceed the surface area, and damaged pallets are not allowed. The total weight and dimensions of the order include both the pallet and the goods. PrimeFlow Logistics is not responsible for the pallets before loading or after unloading. The client must remove all old labels and ensure that the correct label is attached to each item. The client is responsible for obtaining proof of collection from the driver, and PrimeFlow Logistics is not obligated to accept any claims without proper proof. For services requiring labels, each item must be handed to the driver with a corresponding label. If more items are sent than initially declared, neither PrimeFlow Logistics nor the logistics provider is obligated to handle these additional items.

3.2 Limitations of Size and Weight

All quoted prices are based on the size and weight declared by the client during the booking process. Any discrepancies in size or weight will be subject to additional charges, as outlined in Section 2.3. The client must check the terms and conditions of the logistics provider for any specific size and weight limitations. If the shipment exceeds the maximum allowed size or weight, it may be rejected or returned at the client’s expense. The total weight and dimensions of the shipment include both the packaging and the goods.

3.3 Pickup and Delivery

The client agrees to have the shipment ready for pick-up at the provided address within the standard operating hours of the logistics provider. In the event of unforeseen circumstances, the pick-up may occur before or after this window. If the shipment is not collected as scheduled, the client must inform PrimeFlow Logistics immediately to arrange a second attempt. Any costs arising from failed collections due to reasons unrelated to the logistics provider will be charged to the client. The client is responsible for providing accurate and complete pick-up and delivery addresses, as well as any additional information required. Incomplete or inaccurate details may result in additional costs. Pick-up and delivery should occur at a location accessible by the logistics provider, with the vehicle able to park within 15 meters of the address. For freight or palletized shipments, the client is responsible for loading and unloading the goods unless otherwise agreed. The client must provide the necessary equipment and manpower, and loading/unloading must occur from the ground floor. The maximum time allowed for loading/unloading is 30 minutes, and delays may incur additional costs. PrimeFlow Logistics does not guarantee delivery to any address other than the one initially provided during the booking process. Changes to the delivery address may not be honored after the label has been issued. During the booking process, the client must provide local phone numbers for both pick-up and delivery locations. The logistics provider is not obligated to contact the client or recipient via phone. The logistics provider may reject a collection for reasons beyond their control, such as remote locations or legal restrictions. PrimeFlow Logistics and the logistics provider reserve the right to refuse service if it poses a risk to people, equipment, or goods.

3.4 Prohibited Items

The client agrees not to ship any prohibited items. If prohibited items are shipped, the client is solely responsible for any damages or costs incurred. Examples of prohibited items include:

• Hazardous, dangerous, or flammable goods
• Fragile items, such as glass or porcelain
• Antiques, artwork, jewelry, or precious metals
• Cash, coins, or items exchangeable for money
• Perishable food, live animals, or plants
• Items requiring temperature-controlled transport
• Items prohibited by law or logistics provider’s regulations

The logistics provider may reject or dispose of prohibited items without liability, and all associated costs will be borne by the client.

3.5 Customs

Customs clearance will be handled by PrimeFlow Logistics only if explicitly stated in the invoice. Otherwise, it is the client’s responsibility to manage customs requirements. The client must ensure compliance with local customs regulations and provide all necessary documentation for shipments to or from countries outside the EU. Any customs duties, taxes, or penalties will be the responsibility of the client. If PrimeFlow Logistics incurs any such costs due to the client’s failure to provide accurate documentation, these costs will be charged to the client. PrimeFlow Logistics is not responsible for reviewing or verifying the accuracy of customs documentation provided by the client. The client agrees to indemnify PrimeFlow Logistics for any liabilities resulting from incorrect or fraudulent information.

4. Service Types

The following section outlines the specific service types offered by PrimeFlow Logistics. These specific rules act as supplements to the general rules mentioned in earlier sections of these Terms and Conditions. In cases where these service-specific rules conflict with the general rules, the specific rules will take precedence.

4.1 Standard Package Shipping

4.1.1 Definition

Standard package shipping allows clients to send packages according to the rules outlined below. A label is required for each item, which can either be printed by the client or provided by the logistics provider at pick-up.

4.1.2 Liability and Additional Insurance

Shipments are covered by the basic liability of the logistics provider as per CMR or the provider’s included basic insurance. Clients are informed about the basic insurance during the ordering process. If the shipment’s value exceeds the basic insurance coverage, the client may purchase additional insurance for up to €2,000 per item, provided both the origin and destination countries are within the EU. Exclusions apply for:

• Unpackaged or improperly packed electronic devices
• Second-hand electronics
• Designer or custom-made clothing/shoes
• Musical instruments without sufficient protection

The maximum reimbursement for any individual item is €1,000.

4.2 Freight and Palletized Cargo Shipping

4.2.1 Definition

Freight and palletized cargo shipping services allow clients to send bulky items or standard pallets using road freight. The prices are based on stackable pallets by default. Any non-stackable shipments need to be declared upfront to avoid additional costs.

4.2.2 Liability and Additional Insurance

Freight and palletized shipments are covered under CMR liability. If the shipment’s value exceeds the basic coverage, clients can purchase additional insurance for up to €5,000 per shipment, provided both countries are within the EU.

4.3 LTL and FTL Shipping

4.3.1 Definition

Less-than-truckload (LTL) and full-truckload (FTL) shipping services transport partial or full loads by road. These services are also governed by CMR liability.

4.3.2 Preparation and Loading/Unloading

Clients must ensure that their goods are packed appropriately for transport by truck. Any extra time taken for loading/unloading beyond 1 hour will incur additional costs.

4.4 Vehicle Logistics

4.4.1 Definition

Vehicle logistics services involve transporting road vehicles using specially designed trucks and trailers. This service is also governed by CMR liability.

4.4.2 Preparation of Vehicles

Clients must prepare the vehicle for transport, ensuring it is clean, has no loose parts, and contains no more than half a tank of fuel. Personal belongings are only allowed in one suitcase or bag in the trunk (max. 20 kg). Any costs arising from improperly prepared vehicles are the responsibility of the client.

4.4.3 Pickup and Delivery

Vehicle pickup and delivery locations may need to be mutually agreed upon due to potential restrictions in certain areas. Any costs due to unavailable client representatives during pickup or delivery will be borne by the client.

4.4.4 Liability and Insurance

Vehicle inspections must be performed at both pickup and delivery, and any damages must be noted on the consignment note. Failure to note damages will release PrimeFlow Logistics and the selected logistics provider from further liability. PrimeFlow Logistics is responsible for the vehicle only during the transportation process as defined in the service agreement. Any personal items stored in the vehicle are not covered by insurance and are transported at the client’s risk.

4.5 Van Delivery Service

The van delivery service is suitable for bulk or loose shipments. The client agrees that the goods will be packed properly, either in boxes or securely strapped, to ensure safe transportation. The logistics provider reserves the right to reject items not appropriately packed for transport.

4.5.1 Liability and Additional Insurance

The van delivery service is covered under the basic CMR liability. For higher value shipments, the client may purchase additional insurance for the value declared during the booking process.

4.6 LTL and FTL Freight Shipping

Less-than-truckload (LTL) and full-truckload (FTL) services are available for clients who need partial or full truckloads for shipping. These services are governed by the standard CMR liability agreement, and any additional insurance can be purchased during the order process.

4.7 Customs Clearance

Customs clearance is required for international shipments to and from countries outside of the European Union. PrimeFlow Logistics can arrange customs clearance if stated on the invoice. If customs clearance is not arranged by PrimeFlow Logistics, it is the client’s responsibility to ensure that all necessary documentation is provided and that all customs duties, taxes, and other applicable fees are paid.

4.8 Other Shipping Services

PrimeFlow Logistics may offer additional logistics services not covered in this document. These services will be subject to separate agreements and may include customized solutions for specific client needs. Terms and conditions for these services will be provided during the service agreement.

5. Applicable Law and Jurisdiction

Unless mandatory rules of the country in which the client is domiciled specify otherwise:

• These Terms and Conditions and any contracts related to them will be governed by the laws of the Netherlands.
• All disputes arising from these Terms and Conditions or related contracts will be resolved in the courts of the Netherlands.
• In case of differences in meaning between translations of these Terms and Conditions, the English version shall prevail.
• If there is a conflict between these Terms and Conditions and the logistics provider’s terms, both shall apply, with the strictest limitations taking precedence.
• If any provision of these Terms and Conditions is found invalid, the remaining provisions shall remain enforceable.

6. Privacy Policy

PrimeFlow Logistics respects your privacy and is committed to complying with GDPR regulations regarding the collection, processing, and storage of personal data. Personal data collected will only be used for the purpose of fulfilling contractual obligations and improving our services. Clients have the right to access, correct, or request the deletion of their personal data at any time.

For more detailed information, please refer to our Privacy Policy.