Terms and Conditions
Important information about your relationship with PrimeFlow Logistics
1. Definitions and Interpretations
Customer/Client: The individual or entity that places an order with PrimeFlow Logistics for logistics services.
Shipment: A load of goods sent from one location to another, which may consist of one or more items.
Item: An individual element within a shipment, such as an envelope, parcel, or pallet.
Logistics Provider/Carrier: A third-party company selected by PrimeFlow Logistics to perform transportation or related services.
Logistics Service: Any service arranged by PrimeFlow Logistics, including dispatching, transportation, delivery, warehousing, and fulfillment.
Consignment: A shipment handled by a logistics provider on behalf of the client.
Freight: Goods transported in bulk by truck, ship, or air.
Pick-up/Delivery Address: The designated locations for shipment collection and final delivery.
Tracking: A system providing real-time updates on the location and status of a shipment.
Handling: The process of managing, loading, and unloading items during transportation.
Business Day: Any day except Saturdays, Sundays, or public holidays when banks are open in the Netherlands.
Force Majeure: Any unforeseeable event beyond the control of either party (e.g., natural disasters, strikes, or governmental actions) that prevents performance of contractual obligations.
2. Booking and Ordering Process
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. Payment, Cancellations, and Refunds
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.
4. Shipping, Packaging, and Handling
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 the logistics provider’s standard operating hours. Clients must promptly notify PrimeFlow Logistics of any delays or issues.
4.3 Prohibited Items
Clients agree not to ship items that are hazardous, dangerously flammable, inherently fragile (unless properly packaged), antiques, cash, perishable food, live animals, or any items restricted by law or provider regulations.
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.
5. Service Types and Specific Rules
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. Limitation of Liability and Claims
6.1 Limitation of Liability
PrimeFlow Logistics and its logistics providers are liable only for the direct costs of the service provided, except in cases of gross negligence or willful misconduct. Neither party shall be liable for indirect, incidental, or consequential damages.
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 specified by the logistics provider’s policies. All relevant documentation and evidence must be provided.
7. Force Majeure
Neither PrimeFlow Logistics nor the client shall be held responsible for delays or failures in performance caused by events beyond their reasonable control, including natural disasters, strikes, governmental actions, or other unforeseeable circumstances. In such cases, PrimeFlow Logistics will notify the client at the earliest opportunity and make reasonable efforts to mitigate any effects.
8. Amendments and Termination
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.
9. Applicable Law, Dispute Resolution, and Jurisdiction
Unless mandatory rules of the client’s domicile specify otherwise:
- These Terms and any related contracts are governed by the laws of the Netherlands.
- All disputes shall be resolved exclusively in the courts of the Netherlands.
- In the event of differences between translations, the English version shall prevail.
- In case of conflicts between these Terms and the logistics provider's terms, the strictest limitations will take precedence.
- If any provision is found invalid, the remaining provisions shall remain enforceable.
10. Privacy and Data Protection
PrimeFlow Logistics is committed to safeguarding client privacy and complies with all applicable GDPR regulations. Personal data is collected solely for fulfilling contractual obligations and improving our services.
Clients have the right to access, correct, or request deletion of their personal data. For further details, please refer to our Privacy Policy.
11. Intellectual Property
All content on the PrimeFlow Logistics website, including text, graphics, logos, and icons, is the exclusive property of PrimeFlow Logistics or its licensors. No part of this content may be reproduced, distributed, or republished without prior written consent.
12. Contact Information
If you have any questions or concerns regarding these Terms and Conditions, please contact us:
hello@primeflow-logistics.comThese Terms and Conditions were last updated on March 3, 2025