Terms and conditions
These terms and conditions apply to moving services ordered for private purposes within the borders of Finland. In these regulations, the consumer is called the subscriber. The party that undertakes the move is called a moving service company. The moving service company is responsible for performing the service in its entirety in accordance with these regulations, even if another party performs the service in whole or in part on behalf of the moving service company.
2. Formation of the contract
The moving service company must offer its customer the opportunity to make a request for a quote via the company’s website. The customer fills out a quote request form and sends it to the moving service company, which makes an individual offer to the customer. If the customer makes a request for a quote by phone, electronically or by other means, the moving service company will give the offer in a similar way. A contract between the customer and the company is created when the customer accepts the offer given to him and the company confirms the creation of the contract.
3. Scope of the assignment
The assignment includes moving household furniture from the agreed departure address inside the apartment to the agreed destination address inside the apartment, including loading the moving goods into the vehicle, unloading them from the vehicle and moving them inside the apartment at the destination. The scope of the assignment and the starting date are shown in the order confirmation.
If not separately agreed, the assignment does not include the following services:
- removal/attachment of fixed furniture and various household appliances belonging to the apartment or disassembly/assembly or installation work of these or any other furniture
- protection of the property’s surfaces and the furniture
- transportation of valuables, money, bank books, securities, precious metals, jewelry or other similar valuables
- moving safes, pianos or other particularly heavy objects
- transport of objects that pose a danger to persons and/or property, e.g. flammable substances, explosives, corrosive or foul-smelling substances, weapons and ammunition
- transport of animals and live plants and their storage facilities (e.g. aquarium)
- cleaning services
- moving goods that require temperature-controlled transport
- moving boxes and packing material
- As a recycling service center, we use HSY’s sorting station centers, the sorting station fees we announce are estimates. The final sorting station cost is determined only after the sorting station staff has made a final estimate.
4. Obligations of the moving service company
The obligation of the moving service company is to carry out the assignment professionally and with appropriate care. The moving service company must also take the customer’s interest into account with due care. The company has a confidentiality obligation regarding all information, objects and their values related to the order of the customer. The moving service company is responsible for the loss, reduction or damage of goods in the period between their acceptance for transport and handing over in accordance with the provisions of the road transport contract (tiekuljetussopimuslaki).
The company has insurance in accordance with the road transport contract (tiekuljetussopimuslaki) regarding the transported goods (road transport insurance) and liability insurance for personal and property damage caused to a third party (operating liability insurance). The moving service company gives the customer advice on protecting and packing the moving goods if they are not included in the content of the assignment. If the customer has made a list of particularly valuable or easily breakable objects in accordance with the section ” Scope of the assignment “, the moving service company must check the listed objects at the start and end of the assignment. If the customer has completed the packing themselves, the moving service company inspects these packages and visible moving goods externally.
5. Possible schedule changes
We reserve the right to schedule changes. Schedules can be affected by external factors beyond our control, such as road works and car accidents. If there are several movings during the day, the delay of the previous movings can also affect the schedule of the next moving. We inform the customer of possible delays as soon as possible. Usually our men are there with a margin of about half an hour. If we are more than two hours late, the customer is entitled to compensation up to a 10% discount on the total price of the move.
A 10-15 minute drink break is included in the workers’ working hours after every two hours. Workers are also entitled to a meal break after four hours. The meal break is not part of working time and the customer is not charged for it. If the working day has been so long that there has been a meal break in addition to the drink breaks, the time spent on the meal break is deducted from the total working time. Normally it is 30-45 min.
Cancellations must be notified 12 hours before the agreed moving time. The customer is not liable for compensation if they announce the cancellation 12 hours before the agreed moving time.
For cancellations made less than 12 hours before the moving time, the customer will be charged 100% of the price of the order confirmation.
In case of illness, cancellation can be made free of charge 2 hours before the moving time, in which case a medical certificate must be presented. In case of illness, cancellations made less than 2 hours before the moving time will be charged 100% of the price of the order confirmation.
If the customer (or another person as agreed) is not there and cannot be reached when the moving team arrives at the destination, or states that they do not want to move, the customer will be charged 100% of the price of the order confirmation.
8. Compensation obligation of the moving service company
The moving service company is liable for compensation for the damage it causes to the customer and the loss of household furniture, if the moving service company is unable to prove that the damage or the loss of household furniture is caused by circumstances or obstacles that it has not been able to influence and that it has not been able to prepare for when concluding the contract and the consequences of which it has not been able to avoid or otherwise prevent. In house moving the moving service company’s liability for compensation for the loss, reduction or damage of the goods accepted for transport is limited to the compensation in accordance with the road transport contract (tiekuljetussopimuslaki).
In domestic transport, the maximum amount of compensation is 20 euros per kilogram missing from the total weight of the goods.
The obligation to compensate does not apply to sentimental value, indirect damages or losses. The moving service company’s liability for compensation can be limited or it can be removed completely, if the moving service company proves that the damage to the goods taken for transport is due to the following circumstances:
- Error or negligence on the part of the customer (for example, packing, unpacking, loading by the customer incorrectly, incomplete or incorrect labeling of the goods, incorrect instructions given by the customer or neglect of the notification obligation according to section four).
- Moving goods that, due to their characteristics, are particularly susceptible to minor damage or weather changes during moving (e.g. live plants, food supplies, heat-sensitive moving goods, minor damage to furniture surfaces).
- Damages to electronic devices that have occurred even though the moving service company has indicated sufficient care.
- The moving service company shows that the damage to the item is solely due to the defective quality of the item. For example, the poor condition of the furniture or its initial incomplete assembly or assembly contrary to the instructions. For individual objects that are part of the move, customer can take a special object insurance (moving insurance), if the customer considers that the maximum compensation according to the road transport contract (tiekuljetussopimuslaki) is not sufficient.
9. Negligence due to the customer
If it has been agreed that the customer participates in the execution of the assignment, for example by packing or carrying help, and they do not do this in the time that is essential for the execution of the assignment, the moving service company can suspend the work until the customer has done their part. In this case, the company has the right to compensation for costs resulting from the negligence caused by the customer, unless the customer can prove that the negligence has occurred on the part of the moving service company. The moving service company can cancel the contract if the negligence caused by the client is of essential importance for the execution of the assignment. The customer’s liability for compensation is determined in accordance with section seven.
10. Reclamations and reclamation times
If the customer wants to submit a reclamation to the moving service company, they must notify the company of this within a time considered reasonable after they have noticed or they should have noticed the damage. The customer must inspect the moving goods and verify possible transport damage within a reasonable time after the completion of the assignment. Visible errors or damage must be reported at the time of handover, other errors or damage must be reported within two weeks as a rule. Complaints and reclamations of claims must be given in writing or in other ways that can be proven.
If disagreements arise between the customer and the moving service company, a mutual agreement should primarily be sought. If an agreement cannot be reached, the customer can appeal to consumer advice (Kuluttajaneuvonta) . The national telephone number for consumer advice is 071 873 1901, and advice in Swedish can be obtained from 071 873 1902.
If, even after this, the matter cannot be agreed upon between the customer and the moving service company, the customer can refer the matter to the Consumer Disputes Board (Kuluttajariitalautakunta). If there is a dispute to be decided by the court, then the matter will be heard in the inferior court of the defendant’s domicile. The customer can, however, submit their claim to the moving service company also in the inferior court of their own place of residence.
12. Pack your goods
We only move goods packed for moving. If the goods are not tied or packed well, they are at risk of breaking. However, if the customer wants us to carry the unpacked goods, the responsibility for the goods breaking is transferred to the customer. Such goods include, for example, boxes packed over the edges, on which other boxes cannot be piled, furniture whose corners are not protected, glass showcases and ceiling lights, and other sensitive goods that are not properly protected. Movers have the right to refuse to carry these goods. The customer is also obliged to protect their apartment so that there are no breakable items in the way of the movers, e.g. a low chandelier, mirrors on the walls or other boards on the walls, which can easily fall or be damaged when carrying for example, a large cabinet or sofa. The customer is also obliged to protect the surfaces of the apartment and the stairwell, especially the floors, narrow doors, etc. The mirror doors integrated into the apartment’s storage cabinets must also be properly protected, e.g. with corrugated cardboard. Likewise, make sure that all the doors are locked in the cabinets, so the doors don’t open in the middle of carrying the furniture.
All goods and furniture must be protected from both impacts and scratches as follows:
Easily breakable items such as glasses, mirrors, boards, etc. should be protected with bubble wrap and stretch film, and put in boxes or covered with cardboard, thus they are protected from impacts and scratches.
The furniture should be well protected to prevent scratches. Sofas, beds and armchairs should be protected either with the covers intended for them or with bubble wrap and stretch film. Other furniture such as tables and cabinets should be protected with bubble wrap and stretch film. Furniture corners and legs should also be protected.
Electronics such as TVs and computers should preferably be packed in their original packaging. If you don’t have the original packaging, these must be protected against scratches and impacts with bubble wrap and stretch film, and packed in a box with either styrofoam or bubble wrap as padding.
Other electronics such as washing machines, dishwashers, microwaves, etc. should be protected against scratches with bubble wrap and stretch film. The customer must also take care of installing and removing the transport lock of the washing machine.
Bulk goods must be packed in moving boxes, protected/padded. Moving boxes should not be packed too full, but only up to the opening of the carrying handle, so that they can be easily stacked on top of each other.
Surface protection: The customer must also take care of surface protection. Especially tight and narrow areas such as door frames or the walls of narrow corridors should be well protected with e.g. cardboard/corrugated cardboard. The floors should also be protected with protective plastic, kraft paper or cardboard. The entrance to the residential building, the corridors and the elevator must also be protected as necessary.
The legs and corners of furniture such as sofas, beds, etc. must also be properly protected and padded with plastic/bubble wrap to prevent them from scratching the surfaces.
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13. If Something Breaks
If our worker has damaged the customer’s furniture, we will compensate the customer for the damage. If the piece of furniture has been carried together with the customer, and the furniture breaks during carrying, e.g. hits a door frame, we cannot take responsibility for it. If the customer participates in packing the car, we also do not take responsibility for any damage to the goods while driving. If the furniture to be moved is not packed and protected in an appropriate way, we cannot take responsibility for damages.
Have you remembered to notify the insurance company of the moving date?
We have a valid goods transport insurance as well as insurance against damage to a third party.
Pnt2pnt has accident insurance that covers Pnt2Pnt’s own personnel for accidents caused at work. In transports, pnt2pnt has a general road transport insurance for moveable goods, which is based on the road transport contract (tiekuljetussopimuslaki). Pnt2Pnt’s liability and insurance cover only damages caused by its own personnel. We have insured the goods to be stored against burglary, fire and water damage up to 15,000 euros per customer. The insurance does not cover money, securities or precious metals.
Billing takes place according to the completed hours. In the capital region, the charge starts when the moving team arrives at the starting point. If the moving destination is outside the capital region, the charge starts when the moving team leaves the office in Espoo and ends when the moving team arrives back at the office in Espoo.
If the customer has ordered moving boxes through pnt2pnt, they will be charged according to the rented days. The delivery date and handover date are counted in their entirety as the rental period.
16. No Alcohol
We have the right to refuse to perform the moving service if the customer is in an intoxicated state. In this case, however, the entire amount will be charged for the moving service according to the estimated moving time, even if the move itself could not be completed. This is based on the fact that the movers have already been hired for the period in question.