Terms and Conditions

4.1 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.

4.2 Client Obligations

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

5.1 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.

5.2 Price and Additional Charges

The quoted price is based on the shipment information provided by the client, including the number of items, contents, dimensions, weight, addresses, accessibility, and requested service. The confirmed price applies where the shipment presented for collection corresponds to the information supplied by the client.

Additional reasonable charges may apply where:

• the number, dimensions, or weight of the items exceed the information supplied;
• the shipment contains undeclared, prohibited, or restricted goods;
• the client changes the collection or delivery details;
• waiting time, storage, redelivery, return transport, or additional handling is required for reasons attributable to the client;
• additional taxes, customs charges, or legally required fees arise.

No fuel or other general operational surcharge will be added to a confirmed consumer booking unless it was clearly disclosed in the quotation before acceptance.

5.3 Consumer Withdrawal and Cancellation

Where the client is a consumer and the agreement is concluded at a distance (for example by email, telephone, or online), the client keeps any mandatory statutory withdrawal rights, including the 14-day withdrawal period for distance service contracts.

If the client expressly requests PrimeFlow Logistics to begin arranging the service during the statutory withdrawal period, the client may be required, on withdrawal, to pay a proportionate amount for services already performed, to the extent permitted by applicable law.

The client loses the statutory right of withdrawal after the service has been fully performed only where the client gave the prior express consent and acknowledgement required by applicable law.

5.4 Cancellation After the Withdrawal Period

After the statutory withdrawal period has expired or been validly lost, cancellation charges are limited to the costs and non-refundable third-party commitments reasonably incurred in connection with the booking.

Once the goods have been collected, cancellation is no longer possible, except where mandatory law provides otherwise.

5.5 Failure to Provide the Service and Refunds

If PrimeFlow Logistics is unable to arrange the confirmed service for a reason attributable to PrimeFlow Logistics, the client receives a refund for the part of the service that has not been provided.

Where the selected carrier cancels or fails to perform the service, PrimeFlow Logistics may offer a reasonable replacement carrier or alternative arrangement. If no reasonable alternative can be provided, the client receives a refund for the unperformed service.

Estimated collection and transit times are not guaranteed unless expressly confirmed as guaranteed in writing. A delay in an estimated timeframe does not automatically entitle the client to a full refund, without prejudice to any mandatory legal rights or rights against the carrier.

5.6 Duties, Taxes, and Fees

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

6.1 General Shipping Guidelines

All shipments must be adequately packaged, both internally and externally, to withstand handling and transportation.

6.2 Pickup and Delivery

Shipments must be ready for collection at the provided pick-up address during standard operating hours.

6.3 Prohibited Items

The following items are not accepted for transport under any conditions:

• Weapons, firearms, weapon parts, and ammunition
• Explosives, fireworks, and pyrotechnics
• Narcotics and controlled substances
• Counterfeit, stolen, or otherwise illegal goods
• Goods prohibited by the laws of the origin, transit, or destination country
• Cash, banknotes, coins, and cash equivalents
• Negotiable documents, vouchers, bonds, cheques, lottery and gambling items
• Human remains and body parts
• Live animals
• Plants, seeds, and protected wildlife products (CITES)
• Tobacco products
• E-cigarettes, vaping devices, and related liquids or gels
• Alcohol, including wine, beer, and spirits
• Antiques
• Perishable food
• Frozen, chilled, refrigerated, or temperature-controlled food or goods
• Wet ice
• Parcels that are wet, leaking, damaged, or emit an odour
• Hazardous waste, radioactive materials, and toxic substances
• Loose precious and semi-precious stones, gold bullion, and fur
• Standalone lithium batteries and cells (UN3480)
• Any other items restricted by applicable law

6.4 Customs and International Shipments

Customs clearance will be handled by PrimeFlow Logistics only if explicitly stated in the invoice.

6.5 Restricted Items

Certain items (including liquids, gels, oils, creams, perfumes, chemicals, paints, solvents, cleaning products, pressurised aerosols, gases, other flammable or corrosive substances, lithium batteries installed in equipment (UN3481), high-value fragile items (such as jewellery, precious metals, art, glass, porcelain, screens, and electronics), and goods requiring special permits, licences, or customs approvals) may be accepted only when the selected carrier confirms acceptance in writing before booking, and all packaging, documentation, and legal requirements are met. Final acceptance always depends on the selected carrier, route, origin country, destination country, and applicable customs and transport regulations. See our Restricted Items page for full guidance.

6.6 Right to Inspect and Refuse

We and our carriers may inspect any shipment. A shipment may be refused, suspended, delayed, or returned where it does not comply with these Terms, with applicable laws, or with carrier regulations. Goods will be disposed of or destroyed only where this is permitted or required by the selected carrier, the competent authorities, or applicable law, and PrimeFlow Logistics will give the client notice where it is reasonably possible to do so.

6.7 Customer Declaration and Liability for Undeclared Goods

The client is responsible for declaring the full and accurate contents of every shipment before booking. Where an item appears in section 6.5 (Restricted Items), the client must obtain written carrier confirmation prior to booking.

If a shipment contains undeclared or misdeclared restricted or prohibited items, the carrier may refuse, delay, return, dispose of, or destroy the goods. The client will be liable for any resulting costs, including but not limited to return fees, storage fees, cleaning fees, disposal fees, customs penalties, fines, and carrier surcharges.

PrimeFlow Logistics shall not be liable for any loss, damage, delay, fine, confiscation, or additional cost arising from undeclared, misdeclared, prohibited, or restricted goods shipped without the required written carrier confirmation.

7.1 Standard Package Shipping

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

7.2 Freight and Palletized Cargo Shipping

Pricing is based on the use of standard, stackable pallets.

7.3 LTL and FTL Shipping

Less-than-truckload (LTL) and full-truckload (FTL) services are available for partial or full loads.

7.4 Vehicle Logistics

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

7.5 Van Delivery Service

Suitable for bulk or loose shipments, this service requires that goods be securely packaged.

8.1 Liability of PrimeFlow Logistics

PrimeFlow Logistics is responsible for direct and reasonably foreseeable loss resulting from a proven failure to exercise reasonable care in performing its freight-forwarding and transport-arrangement obligations.

PrimeFlow Logistics is not responsible for loss, damage, or delay caused solely by the acts or omissions of an independent carrier, except where PrimeFlow Logistics is liable under mandatory law or where the loss resulted from its own selection, instruction, administrative, or forwarding error.

Nothing in these Terms limits the client's rights against the selected carrier under the applicable contract of carriage, the CMR Convention, or other mandatory transport law.

To the extent permitted by law, PrimeFlow Logistics is not liable for indirect or consequential loss, including loss of profit, loss of business, loss of opportunity, or loss of use.

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by mandatory law.

8.2 Carrier Liability and CMR

Where the carriage is governed by the CMR Convention, the selected carrier's liability for loss, partial loss, physical damage, or delay is determined in accordance with the CMR Convention.

CMR liability is a legal carrier-liability regime and is not equivalent to comprehensive or all-risks cargo insurance. Under the CMR, carrier compensation for loss is commonly limited to 8.33 SDR per kilogram of affected gross weight.

Any liability limit, exclusion, or defence available to the carrier is determined by the applicable mandatory law and contract of carriage. PrimeFlow Logistics does not independently guarantee payment of a CMR claim.

8.3 Claims Assistance

Where PrimeFlow Logistics acted as freight forwarder, it will provide the client with the identity of the selected carrier and the transport documents and information reasonably available to it that are necessary to pursue a claim against that carrier.

To support a claim, the client must:

• note visible loss or damage on the delivery document before signing it;
• retain the packaging and take photographs;
• notify PrimeFlow Logistics promptly, and report concealed damage, loss, or delay immediately;
• provide proof of ownership, purchase receipts, and other evidence of value;
• comply with any shorter carrier or CMR claim deadlines that apply.

11.1 Modifications to Terms

PrimeFlow Logistics may amend these Terms from time to time. Amendments apply only to bookings made after the amended Terms have been published or otherwise provided to the client. A confirmed booking remains governed by the version accepted when the booking was concluded, unless a change is required by mandatory law or expressly agreed by both parties.

11.2 Termination

Either party may terminate the service agreement upon a material breach or non-compliance with these Terms and Conditions, following written notice.