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.
Service Territory
These Terms apply to shipments originating in or within the EU/EEA unless otherwise agreed in writing.
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.
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. Shipping, Packaging, and Handling
4.1 General Shipping Guidelines
All shipments must be adequately packaged, both internally and externally, to withstand handling and transportation.
4.2 Pickup and Delivery
Shipments must be ready for collection at the provided pick-up address during standard operating hours.
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.
4.5 Restricted Items
Certain items may be accepted only with prior written pre-approval. See our Restricted Items page for guidance.
4.6 Right to Inspect and Refuse
We may inspect shipments and may refuse, suspend, or return shipments that appear non-compliant with these Terms or applicable EU/EEA regulations.
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.
5.3 LTL and FTL Shipping
Less-than-truckload (LTL) and full-truckload (FTL) services are available for partial or full loads.
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.
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. 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 required by applicable law.
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.
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.
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.
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.
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.
Contact Us
If you have any questions about these Terms and Conditions, please contact us:
hello@primeflow-logistics.com