Terms and Conditions

Effective from 6 October 2026

1. Scope and Formation of Agreement

These General Terms and Conditions apply to all relocation, transport, packing, storage, and related services provided by Muuttopalvelu M. Kähäri and Lehdon Liikenne Oy in Finland and internationally.

The agreement comprises these terms, any accepted quote or order confirmation, and mandatory applicable legislation and international conventions. An agreement is formed once the client accepts our quote and Muuttopalvelu M. Kähäri confirms the order in writing or by email. In case of discrepancies, the specifically agreed terms of the quote or order confirmation take precedence. Muuttopalvelu M. Kähäri reserves the right to employ approved subcontractors.

2. Client Information and Cooperation

Prior to confirming the order, the client must provide accurate details regarding:

• Volume and character of the goods.
• Exceptionally heavy, large, fragile, or high-value items.
• Floor levels, availability of elevators, access passages, carry distances, and parking conditions.
• Road, height, weight, street, or municipal access restrictions affecting heavy vehicles.
• Required parking permits or special reservations.
• Customs, import, export, and potential tax relief documentation for international assignments.

If provided details are substantially deficient or inaccurate, resulting in unexpected labor, waiting time, or additional runs, Muuttopalvelu M. Kähäri will notify the client and agree on any additional work and its pricing before it is performed whenever reasonably possible.

3. Pricing and Scope

Pricing is set forth in the quote or order confirmation. Fixed-price agreements are based on initial parameters such as inventory volume, service level, addresses, carry distances, and agreed additional services.

If the scope or volume alters substantially after acceptance of the quote, revised pricing will be agreed with the client before extra work or transport is performed. Prices and invoicing bases for additional services are stated in the quote or agreed separately.

4. Cancellation Policy

Cancellations must always be made promptly in writing.

4.1 Domestic Relocations

Domestic moves may be cancelled free of charge up to 7 days prior to the agreed start time. If cancelled later, a cancellation fee of 30% of the agreed price applies. If service delivery has already commenced, compensation is determined based on work completed, costs incurred, and other actual losses caused by the cancellation.

4.2 International Relocations

International relocations require advance commitment of vehicle capacity, personnel, ferry or rail transport, accommodation, and subcontracted capacity. Standard cancellation fees for a confirmed international relocation are structured as follows:

• At least 31 days prior: No percentage fee, but non-refundable third-party costs already incurred, such as ferry or bridge bookings, are charged.
• 15–30 days prior: 20% of the agreed price.
• 8–14 days prior: 40% of the agreed price.
• 3–7 days prior: 60% of the agreed price.
• Less than 72 hours prior: 80% of the agreed price.

Reasonable and non-refundable external costs incurred before cancellation, such as ferry, rail, accommodation, permit, or road-toll costs, are charged to the extent that they cannot be recovered and are not covered by the cancellation fee. No duplicate charges will be made.

If service delivery has already actually commenced at the time of cancellation, for example if the vehicle or personnel have started travelling to the collection point or the vehicle has boarded a ferry, Muuttopalvelu M. Kähäri is entitled to compensation for work completed and actual losses caused by the cancellation. Any cost savings and the possibility of reassigning the equipment will be taken into account.

5. Changes to the Moving Date or Assignment

Changes to the schedule, route, or other material terms always require Muuttopalvelu M. Kähäri's approval. Binding and actual additional or cancellation charges resulting from the change are charged to the client. If the change cannot be accommodated within the available capacity, the cancellation terms in section 4 apply.

6. Schedules and Delivery Windows

Collection and delivery dates or the applicable time windows are stated in the quote or order confirmation. In international transport, delivery may be agreed as a time window due to the nature of road and ferry traffic. Muuttopalvelu M. Kähäri will notify the client without undue delay of any material schedule changes known to it.

7. Force Majeure

Force majeure means an exceptional and unforeseeable obstacle outside a party's control that could not reasonably have been anticipated or avoided. The other party must be notified without delay. In the event of force majeure, performance may be postponed to a new agreed date, or the agreement may be terminated without liability for damages, with the client remaining responsible for work actually performed up to that point.

8. Packing Responsibilities

Clients are responsible for the proper and durable protection of goods they pack themselves. Where packing services are commissioned from us, we are responsible for the packing work we perform in accordance with applicable law and the contractual terms. Clients must declare exceptionally delicate items before work begins.

9. Specialized Handling and Exceptional Items

Furniture dismantling and assembly, as well as electrical and plumbing connections, are excluded unless expressly agreed. Safes, pianos, grand pianos, works of art, antiques, and other exceptionally heavy or valuable items must be declared before acceptance of the quote so that special handling can be agreed.

10. Valuables Held Directly by the Client

Unless otherwise agreed in writing, clients must personally retain:

• Cash and securities.
• Jewelry, precious metals, gemstones, and small valuables.
• Passports and identity documents.
• Keys.
• Medication needed during transport.

11. Hazardous and Unsuitable Materials

Clients may not hand over flammable, hazardous, explosive, toxic, or illegal substances for transport or storage. The driver is entitled to refuse a load that compromises safety or compliance with regulations.

12. International Transport and Official Documents

Clients are responsible for the accuracy and timely submission of their personal information, inventories, customs documents, and documents required for any application for tax exemption. Muuttopalvelu M. Kähäri assists with customs and border procedures, but authorities always make their own decisions, and the carrier is not liable for the duration or outcome of official processing.

13. Carrier Liability and Limits

The transport phase is governed in Finland by the Finnish Road Transport Contracts Act and in international traffic by the CMR Convention. The carrier's statutory liability for lost or damaged goods is limited to:

• Domestic transport: Up to €20 per kilogram of gross weight damaged or missing.
• International road transport: Up to 8.33 SDR per kilogram of gross weight damaged or missing.

14. Insurance Coverage

Muuttopalvelu M. Kähäri maintains valid carrier liability insurance covering moving transport under a separate TCM extension within the statutory liability limits. Packing and storage services have their own liability insurance. Liability insurance does not necessarily cover the full actual value of the goods. Clients may purchase more comprehensive separate moving insurance from LähiTapiola through us; its terms and insured amount are agreed in connection with the quote.

15. Damage and Claims Deadlines

Clients must inspect their goods upon delivery:

• Apparent external damage or deficiencies must be noted immediately on the consignment note or reported to the driver at delivery.
• Concealed damage that could not be detected during unloading must be reported in writing within 7 days of delivery.

The claim must include a description, photographs of the damage, and an estimate of its value. The damaged item and its protective materials must be retained for inspection.

16. Liability Exclusions

Muuttopalvelu M. Kähäri's liability is determined in accordance with the applicable transport law. Liability does not arise or may be reduced if the damage is caused by:

• Insufficient packing or protection performed by the client.
• Poor condition, fragility, manufacturing defect, or faulty previous assembly of the goods.
• Material sensitive to temperature or humidity changes, such as live plants.
• Actions of the client or the client's representative.

17. Electronics and Data

Clients are advised to back up computers, smartphones, and storage media before the move. Liability does not cover loss of files, data, or software, or internal malfunctions of electronic devices not involving external transport damage.

18. Storage Services

Hazardous, flammable, perishable, or live items may not be placed in storage. Storage services are billed monthly in advance. If storage rent remains overdue and unpaid for more than 30 days despite a reminder, the agreement may be terminated. Muuttopalvelu M. Kähäri has a statutory right of retention over stored property to secure its receivables, and uncollected goods may be liquidated in accordance with applicable law.

19. Invoicing and Payment Terms

Moving services are generally invoiced after completion, with a payment term of 7 days from the invoice date unless otherwise agreed. Advance payment or security may be required for international relocations or where significant advance costs are incurred. If an assignment includes interim storage, Muuttopalvelu M. Kähäri is entitled to invoice the price of the completed portion when interim storage begins. Overdue payments accrue late-payment interest in accordance with the Finnish Interest Act.

20. Disputes and Governing Law

The agreement is governed by Finnish law and, for international road transport, the CMR Convention. Disputes will primarily be resolved through negotiations. Consumer clients have the right to bring the matter before the Finnish Consumer Disputes Board. Legal proceedings will be heard by the Kanta-Häme District Court unless mandatory law provides otherwise.