Terms and conditions for ordering Flyto removal services and insurance practices for internal removals in Finland

1. Application

These Terms and Conditions apply to removal services, ancillary services, storage, and the sale and rental of removal supplies provided by Flyto Oy (hereinafter "Flyto"). Customer means the person ordering the service or product.

Flyto's liability for movable property is based on the Road Transport Contracts Act and, where applicable, the general regulations of the Nordic Freight Forwarders' Association. In the event of any deviation from these conditions, these conditions shall apply.

2. Payment terms

  • Payment methods: card payment, invoice (Klarna) and, for business customers, invoicing by agreement.

    • The Klarna payment method must be indicated when placing the order.

  • Payment is made immediately after the move, unless otherwise agreed. For business customers, the payment term is 14 days net.

  • Prices include VAT at 25,5 %.

  • The default interest rate is the current rate set by the Bank of Finland.

  • The customer will receive a receipt for the payment by email.

3. Charging criteria

  • The contract price includes all costs, unless otherwise agreed.

  • Hourly billing starts when the movers arrive at the starting point and ends when the move is completed at the destination.

  • Billing is rounded to the nearest 15 minutes. Minimum charge 3 hours.

4. Customer responsibilities in the move

  • For the basic service, the customer must pack the items that fit in the boxes. Movers protect furniture and goods that do not fit in the boxes.

  • If the movers need to pack their belongings before the move, a packing fee will be charged according to the additional service price list.

  • If the customer has ordered a service package that includes packaging, Flyto will provide the packaging according to the agreed package at no extra charge.

  • All furniture must be portable. If the furniture needs to be dismantled or assembled, a fee will be charged according to the additional service price list.

  • If the customer has ordered a service package that includes disassembly and assembly of furniture, these are included in the price.

5. Storage services

  • Storage is charged for each day of storage, including the days of delivery and collection to and from the warehouse.

  • A handling fee will be charged for each delivery and collection to and from the warehouse, unless the transport is carried out by a Flyto vehicle.

  • Only dry piece goods may be stored in the warehouse. The storage of foodstuffs, dangerous goods and valuables is prohibited.

  • Flyto insures the movable goods stored against fire, water and burglary up to the value indicated by the customer. If the value is not stated, the insurance does not cover the damage.

6. Cancellations and amendments

  • The customer can cancel the domestic move free of charge up to 5 days before the agreed date of the move.

  • If cancellation is made later, a cancellation fee of €100 will be charged. If the cancellation is made after the work has already started, the full agreed price will be charged.

  • For international removals, the minimum cancellation fee is always the office fee (€250). If cancellation occurs less than 10 working days before the agreed start date, Flyto reserves the right to charge an additional amount equal to the five-hour charge for the capacity reserved for the work at the departure end.

7. Complaints

  • Any complaints must be made in writing within 5 days of the change. For business customers, the deadline is 7 days.

  • Complaints must identify the damage that has occurred and make a claim for compensation.

8. Liability and insurance

  • Flyto has liability insurance, road transport insurance and a goods transport licence. The company is a member of the Tilaajavastuu.fi Luotettava Kumppani programme.

  • The limit for road transport insurance is 20 €/kg for domestic transport and 8.33 SDR/kg for international transport.

  • It is the customer's responsibility to take out their own home insurance to cover the move. Through Flyto, it is possible to purchase additional insurance at a cost of 1% of the declared value of the contents.

  • Flyto is not liable for damages if the customer has not packed according to instructions, if the furniture is in poor condition or if the damage is caused by weather conditions or other reasons beyond Flyto's control.

9. Force majeure

  • Flyto is not responsible for delays or damages caused by force majeure (e.g. sudden breakdown of the vehicle, road accident, weather conditions, delay of the previous move).

  • In case of force majeure, Flyto is obliged to inform the customer immediately and the customer will pay for the work already performed.

10. Other terms and conditions

  • The customer must notify Flyto immediately of any changes to contact details and billing information.

  • Disputes will be resolved primarily through negotiation. In the absence of a solution, the competent court for consumer customers is the district court of the customer's domicile in Finland. For business customers, disputes are settled by arbitration in accordance with the rules of the Helsinki Chamber of Commerce.