terms and conditions

Valid from May 18, 2026

1. Scope of Application

These terms apply to international relocation services, pallet freight, shared transports, 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.

A “confirmed booking” means an order that the Customer has accepted and that Flyto has confirmed. A quotation is valid until the date stated in it; after that date Flyto reserves the right to revise the price.

2. Payment Terms

• A confirmed booking includes a €100 booking fee (see Section 6.2), payable within seven (7) days of booking confirmation.
• The balance (the agreed total price less the booking fee) must be paid no later than ten (10) days prior to the agreed loading date, unless otherwise agreed in writing.
• If a booking is confirmed less than 10 days before the move, the full agreed price is paid in a single payment at the time of booking.
• Accepted payment methods: online payment (debit/credit card, SEPA Direct Debit, or Klarna) via a payment link provided by Flyto. Invoicing by email is available by separate agreement.
• 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. Prices are in euros; if payment is made in another currency, the exchange rate on the payment date applies and any currency conversion costs are the Customer’s responsibility.

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 at €85 per hour per mover (unless otherwise agreed). If the need for additional work is identified during the move, Flyto will aim to inform the Customer and obtain their approval before performing the chargeable additional work.

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.

4. Customer Responsibilities

• The Customer must ensure that all items are properly packed unless packing services are included in the agreement. In the Flyto Budget service and in self-packed pallet freight shipments, the Customer is responsible for packing, protecting, and preparing the goods for loading.
• 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 7.1).
• The Customer must inform Flyto if the pickup or delivery address has restricted access (e.g., narrow streets, low bridges, or limited parking).
• The Customer must ensure that no prohibited items referred to in Section 5 are handed over for transport.

5. Prohibited and Hazardous Items, and Valuables

5.1 Prohibited Items

Without Flyto’s separate written consent, the Customer must not hand over for transport, among others: hazardous substances (e.g., explosives, flammable liquids and gases, acids), illegal or unauthorized goods, firearms and ammunition, narcotics, perishable foodstuffs, live animals and plants, as well as cash, securities, precious metals, and jewellery.

Flyto is not liable for the loss of or damage to such items, nor for any damage caused by them, and reserves the right to refuse to transport them.

5.2 Valuables

Particularly valuable items (e.g., art, antiques, jewellery, collections) must be declared to Flyto in writing before the move. As the standard compensation limit is based on weight (see Section 13), compensation for undeclared valuables is limited to that limit. Additional insurance under Section 13 is recommended for valuables.

6. Cancellations and Changes

6.1 General

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

6.2 Booking and cancellation fees

• A non-refundable booking fee of €100 applies to every confirmed booking, charged once the booking is confirmed.
• If the Customer cancels 20–10 days before the scheduled loading date: 50% of the total agreed price.
• If the Customer cancels less than 10 days before the move, or after loading has started: 100% of the total agreed price.

The seat reservation fee for shared transports is governed by Section 9.

6.3 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.

7. Delays, Customs, and Access Restrictions

7.1 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.

7.2 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:

• 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 (minimum €250) applies.
• For distances over 70 meters, the surcharge increases to €25 per cubic meter (minimum €400).
• If a shuttle vehicle is required because the main truck cannot access the location: at cost + €150 handling fee.

7.3 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.

7.4 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 at actual cost + €50 administrative fee.

7.5 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 7.1.

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

8. Pallet Freight

In pallet freight, goods are transported as freight packed onto EUR pallets (120 × 80 cm), carried by a freight partner selected by Flyto.

• The goods to be transported must fit on the pallet and be stackable. The maximum pallet height and weight are stated in the quotation.
• The Customer is responsible for packing, protecting, and loading the goods onto pallets, unless the “local pickup service” add-on is included in the quotation. In that case Flyto’s partner collects the goods and packs them onto pallets.
• Pallet freight is subject to the carrier’s transport terms and liability limits, which may differ from the limit under Section 13.
• The prohibited and hazardous items referred to in Section 5 are not eligible for pallet freight.

9. Shared Transports

In a shared transport, the goods of several customers are transported on the same route as a shared shipment.

• To reserve a place, a seat reservation fee is paid, the amount of which is stated at the time of booking. The seat reservation fee is a separate charge from the booking fee under Section 6.2.
• A route proceeds when enough space has been reserved on it by the departure window. Flyto will notify of the route’s confirmation or cancellation no later than the stated decision date.
• If the route does not proceed, the seat reservation fee paid by the Customer is refunded in full. This refund applies solely to a shared-transport route that does not proceed.
• A “Flyto guaranteed departure” means a route that Flyto has committed to operating regardless of its capacity utilization.
• If the Customer cancels a confirmed shared-transport booking, the cancellation fees under Section 6.2 apply.
• The price of a shared transport is based on the volume reserved (m³) and the transport distance.

10. Storage

• Storage is invoiced monthly at the unit price stated in the quotation. A separately stated handling fee is charged for moving the goods into and out of storage.
• The minimum storage period is one (1) month, invoiced in advance.
• The Customer has access to the stored goods at agreed times by prior notice.
• Flyto has a right of retention (lien) over the stored goods until all due storage and service charges have been paid. If payment is materially delayed, Flyto reserves the right to take lawful debt-collection and realization measures.
• The Customer must ensure that the stored goods are covered by insurance. Additional insurance is available through Flyto.

11. Sale and Rental of Moving Supplies

• Moving supplies sold are invoiced together with the order.
• Rented supplies (e.g., moving boxes) must be returned by the agreed deadline in clean and usable condition.
• Late return, or damaged or unreturned supplies, will be charged according to the price list.

12. Claims

Visible damage must be noted and recorded at the time of delivery. Any other claims regarding damage or loss must be submitted in writing without undue delay, and no later than 7 days after delivery. The claim must include details of the damage, photographs (if applicable), and the requested compensation amount. This provision does not limit the rights of a consumer customer under mandatory law.

13. 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 (approx. €10/kg) of damaged or lost goods.
• 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. In shipments packed by the Customer (including Flyto Budget and self-packed pallet freight), Flyto is not liable for damage resulting from inadequate packing.

14. Consumer’s Right of Withdrawal

When a consumer customer enters into a contract by distance selling (e.g., online), they generally have a 14-day right of withdrawal under the Finnish Consumer Protection Act.

If the service is agreed to be performed on a specific date or within a specific period, the right of withdrawal does not apply to the extent that such a service is concerned, in accordance with the Consumer Protection Act.

If the Customer expressly requests that the service begin during the withdrawal period and then exercises the right of withdrawal, Flyto may charge a reasonable amount corresponding to the work performed up to that point. To the extent the right of withdrawal does not apply, the cancellation fees under Section 6.2 apply.

15. 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.

16. Processing of Personal Data

Flyto processes the Customer’s personal data in order to provide the service, in accordance with applicable data protection legislation. Further details of the processing are described in Flyto’s privacy policy, available at flytorelocation.com.

17. Other Terms

• The Customer must notify Flyto immediately of any changes to contact or billing information.
• Disputes will primarily be resolved through negotiation. A consumer customer may also refer the dispute to the Consumer Disputes Board.
• 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.

18. Summary of Key Fees

• Booking fee (all bookings): €100 (non-refundable)
• Cancellation 20–10 days before move: 50% of total price
• Cancellation <10 days before or after loading: 100% of total price
• Shared-transport seat reservation fee: stated at booking; refunded in full if the route does not proceed
• Waiting due to missing customs documents: €250 per day
• Extra work not included in quotation: €85/hour per mover
• Shuttle service / access limitation: at cost + €150 handling fee
• Carrying distance surcharge: €15/m³ (min €250) over 40 m; €25/m³ (min €400) over 70 m
• Street or parking permit / external lift: at cost + €50 admin fee
• Storage: monthly price + handling fee as per quotation
• Payment delay or non-payment: delivery withheld + legal interest