Terms & conditions and insurance
Flyto moving services terms & conditions and insurance practices for moves within Finland.
This is an English translation provided for convenience. In the event of any discrepancy, the Finnish tilausehdot prevail.
1. Application
These terms apply to the moving services, additional services, storage, and the sale and rental of moving supplies provided by Flyto Oy (business ID 3299404-6, Ormuspellontie 20, 00700 Helsinki; hereinafter "Flyto"). "Customer" means the party ordering the service or product.
Flyto's liability for the belongings being moved is based on the Finnish Road Transport Agreement Act and, where applicable, the General Conditions of the Nordic Association of Freight Forwarders. Where these terms differ from the above, these terms apply.
2. Payment terms
Payment methods: card payment, Klarna, and for business customers invoicing as agreed.
The Klarna payment method must be indicated when placing the order. A Klarna invoice must be processed two (2) business days before the move begins.
When paying by card, payment is made immediately after the move unless otherwise agreed. For business customers the payment term is 14 days net.
Prices include value added tax of 25.5%.
Late-payment interest is the penalty interest rate confirmed by the Bank of Finland in force at the time.
The customer receives a receipt for the payment by email.
3. Billing basis
The contract (fixed) price includes all costs unless otherwise agreed.
Hourly billing begins when the movers arrive at the pickup address and ends when the move is complete at the destination.
Billing is rounded up to the next 15 minutes. Minimum charge is 3 hours.
4. The customer's responsibilities in the move
In the basic service, the customer must pack items that fit into boxes. The movers protect furniture and items that do not fit into boxes.
If the movers have to pack items before the move begins, a packing fee is charged according to the add-on price list.
If the customer has ordered a service package that includes packing, Flyto takes care of the packing according to the agreed package at no extra charge.
All furniture must be ready to carry. If furniture needs to be disassembled or assembled, a fee is charged according to the add-on price list.
If the customer has ordered a service package that includes furniture disassembly and assembly, these are included in the price.
5. Storage services
Storage is charged for each started day, including the days the goods are brought in and picked up.
For each delivery to and collection from storage, a handling fee is charged according to the price list, unless the transport is carried out with a Flyto vehicle.
Only dry general goods may be kept in storage. Storing food, hazardous materials and valuables is prohibited.
Flyto insures the stored belongings against fire, water and burglary damage up to the value declared by the customer. If no value has been declared, the insurance does not cover damage.
6. Cancellations and changes
The customer may cancel a domestic move free of charge no later than 5 days before the agreed moving day.
If the cancellation is made later, a cancellation fee of €100 is charged. If the cancellation occurs after the work has already begun, the full agreed price is charged.
For international moves, a cancellation is always charged at least the office costs (€250). If the cancellation occurs less than 10 business days before the agreed start, Flyto has the right to additionally charge an amount corresponding to five hours of billing 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 move. For business customers the deadline is 7 days.
Complaints must specify the damage that occurred and present a claim for compensation.
8. Liability and insurance
Flyto holds a valid road transport insurance and a goods transport licence. The company is part of the Tilaajavastuu.fi Reliable Partner (Luotettava Kumppani) programme.
The compensation limit of the road transport insurance is €20/kg for domestic transport and 8.33 SDR/kg for international transport.
The customer is responsible for having their own home insurance that covers the move. Additional insurance can be purchased through Flyto at a price of 1% of the declared value of the belongings.
Flyto is not liable for damage if the customer has not packed according to instructions, if a piece of furniture is in poor condition, or if the damage is due to weather conditions or other causes beyond Flyto's control.
9. Force majeure
Flyto is not liable for delays or damage resulting from force majeure (e.g. sudden breakdown of a vehicle, a traffic accident, weather conditions, the previous move running over time).
In a force majeure situation, Flyto is obliged to notify the customer without delay, and the customer pays for the work already performed.
10. Other terms
The customer must notify Flyto without delay of any changes to contact and billing details.
Disputes are resolved primarily through negotiation. If no resolution is reached, for consumer customers the competent court is the district court of the customer's domicile in Finland. Disputes with business customers are resolved by arbitration in accordance with the rules of the Helsinki Chamber of Commerce.