Flyto Relocation Services – Terms and Conditions

Valid from 12 November 2025

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1. Scope of Application

These terms apply to international relocation services, additional services, storage, and the sale or rental of moving supplies provided by Flyto Oy (“Flyto”). The “Customer” refers to the purchaser of the service or product.

Flyto’s liability for transported goods is based on the Finnish Road Transport Contracts Act and, where applicable, the General Conditions of the Nordic Association of Freight Forwarders (NSAB 2015).
In case of conflict, these Terms and Conditions shall prevail.

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2. Payment Terms

All services are invoiced. Card payments are not accepted.

The invoice must be paid in full no later than five (5) days prior to the agreed loading date, unless otherwise agreed in writing.

If payment is delayed or not received by the due date, Flyto reserves the right to withhold loading, transportation, and delivery of the goods until full payment has been received.

Flyto shall not be liable for any delays, additional costs, or consequences resulting from such suspension of services due to non-payment.

Interest on late payments will be charged in accordance with Finnish law. Flyto reserves the right to charge additional costs arising from delayed payment, including but not limited to storage, rescheduling, or redelivery.

All prices include VAT unless otherwise stated.

The Customer will receive an invoice by email.

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3. Pricing Principles

Fixed-price quotations include all costs unless otherwise agreed in writing.

Hourly billing is rounded up to the next 15 minutes.

Minimum charge is one (1) hour.

Additional work not included in the quotation will be billed according to the hourly rate of €85 per hour per mover (unless otherwise agreed).

3.1 Estimated Volume and Final Charge

The volume (cubic meters, m³) stated in the quotation is an estimate provided by Flyto based on the information available at the time of quoting.

Flyto’s representative will always aim to provide the most accurate estimate possible. However, the final responsibility for the actual shipment volume remains with the Customer.

If the actual volume of the goods exceeds the volume stated in the quotation, Flyto reserves the right to charge for the excess volume.

Additional volume will be invoiced based on the same unit price per cubic meter (€ / m³) as stated in the original quotation.

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4. Customer Responsibilities

The Customer must ensure that all items are properly packed unless packing services are included in the agreement.

Furniture must be ready for transport. If disassembly or assembly is required and not included in the selected package, such services will be charged according to the additional service price list.

The Customer must provide all required customs documentation in advance. Missing or incomplete documents that cause delays or waiting time will result in waiting-time charges (see Section 6.1).

The Customer must inform Flyto if the delivery address has restricted access (e.g., narrow streets, low bridges, or limited parking).

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5. Cancellations and Changes

5.1 General

All cancellations must be made in writing to hello@flytorelocation.com.

5.2 Administrative and cancellation fees

For all international moves, a non-refundable administrative fee of €250 applies once a booking is confirmed.

If the Customer cancels 20–10 days before the scheduled loading date, 50% of the total agreed price will be charged.

If the Customer cancels less than 10 days before the move, or after loading has started, the full agreed price (100%) will be charged.

5.3 Changes

Rescheduling or major changes to the moving date within 10 days of departure may incur handling costs based on actual expenses and resource allocation.

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6. Delays, Customs, and Access Restrictions

6.1 Customs Delays

If Flyto’s vehicle or driver must wait at a border or customs checkpoint due to missing or incomplete documentation from the Customer, Flyto will charge a waiting fee of €250 per calendar day (or part thereof) to cover vehicle and driver costs.

6.2 Access Limitations and Carrying Distance

If the destination cannot be reached with a full-size moving truck (approx. 10 m in length), or if long carrying distances are required due to parking or access restrictions, the following applies:

Carrying distance is defined as the distance from the moving truck to the front door of the residence.

For carrying distances over 40 meters, a surcharge of €15 per cubic meter of goods (minimum €250) applies.

For distances over 70 meters, the surcharge increases to €25 per cubic meter of goods (minimum €400).

If a shuttle vehicle is required because the main truck cannot access the location, the service will be charged at cost plus a €150 handling fee.

6.3 Waiting Time and Delays

If unloading or loading is delayed by the Customer’s actions (e.g., missing keys, incomplete packing, absent contact person), Flyto reserves the right to charge €85 per hour per mover for the waiting time.

6.4 Street Permits and External Equipment

Street or parking permits, traffic-area reservations, and any external moving equipment (such as outdoor moving lifts or hoists) are not included in the quoted price unless explicitly stated.

If such permits or equipment are required, they will be arranged and invoiced separately according to actual cost plus a €50 administrative fee.

6.5 Customs Clearance and Duties

Customs clearance for household goods is included in the quotation only when explicitly stated.

Included customs clearance applies solely to duty-free import of household goods in accordance with applicable regulations.

If the shipment (in whole or in part) does not qualify for duty-free import, and itemized customs clearance is required, Flyto reserves the right to charge for the additional work involved.

Such work includes, but is not limited to:

• item classification
• preparation of customs documentation
• communication with customs authorities

This work will be billed at €85 per hour.

Any additional costs charged by customs brokers or third-party customs authorities will be invoiced to the Customer in full.

All customs duties, taxes, and other official charges are the sole responsibility of the Customer.

Delays caused by missing or incorrect documentation are subject to waiting charges as defined in Section 6.1.

Flyto is not responsible for decisions made by customs authorities regarding eligibility for duty-free import.

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7. Claims

Any claims regarding damages or losses must be submitted in writing within 5 days of delivery.

The claim must include details of the damage, photographs (if applicable), and the requested compensation amount.

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8. Liability and Insurance

Flyto holds liability insurance, road transport insurance, and a valid freight license.

The standard compensation limit under road transport law is 8.33 SDR per kilogram (aprx. 10€/kg) of the damaged or lost item.

The Customer is responsible for ensuring that their home or relocation insurance covers the transport.

Additional insurance may be purchased through Flyto at 3.9% of the declared value of the goods.

Flyto is not liable for damage caused by improper packing, defective furniture, weather, or factors beyond Flyto’s control.

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9. Force Majeure

Flyto is not liable for delays or damages caused by circumstances beyond its reasonable control (including but not limited to vehicle breakdown, accident, strike, extreme weather, or border delays).

In such cases, Flyto must inform the Customer as soon as possible, and the Customer is obliged to pay for work already performed.

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10. Other Terms

The Customer must notify Flyto immediately of any changes to contact or billing information.

Disputes will primarily be resolved through negotiation.

For consumer customers, the competent court is the district court of the Customer’s place of residence.

For business customers, the competent court is the Helsinki District Court.

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11. Summary of Key Fees