1. Definitions and Interpretations
2. Scope of Services
3. Service Ordering Procedure
4. Client Duties in the Moving Process with Vanonsite
5. Payments and Financial Conditions
6. Changes in the Order
7. Data Protection and Privacy Policy

The terms and conditions of using services provided by Vanonsite constitute the fundamental document defining the principles of cooperation between the Company and Clients. This regulation has been prepared to ensure clarity and transparency in processes related to providing moving and transportation services.

1. Definitions and Interpretations

In the context of this regulation, the following terms and expressions have the meanings assigned to them below:

• Company (We, Us, Our): Refers to 1WAYEUROPE OÜ, operating under the Vanonsite brand, located at Harju maakond, Tallinn, Lasnamäe linnaosa, Lõõtsa tn 5, 11415, registered in Estonia under registration number 16572879 and VAT number EE102537400. The Company specializes in providing moving and transportation services, operating in Europe and beyond.
• Client (You, Your): Refers to any individual or legal entity using the services provided by the Company, who accepts the conditions of this regulation and enters into a contract for specified services.
• Service: Includes all activities related to local and international moves, packing services, transportation, and storage, which the Company offers to Clients according to their individual needs and requirements.
• Agreement: Refers to the agreement concluded between the Client and the Company, which takes the form of accepting this regulation and an individual offer presented by the Company, resulting in the obligation to provide and receive services under agreed conditions.
• Intermediary: The Company acts as an intermediary connecting the Client with transportation service providers and other additional services, thereby facilitating the organization and execution of moves and goods transportation.

This regulation aims to regulate the rights and obligations of both parties to the agreement, thereby ensuring a high standard of services provided and Client satisfaction. By using Vanonsite’s services, the Client agrees to adhere to all provisions contained in this document.

The Company reserves the right to make changes to the regulation at any time, without the need to inform Clients about these changes in advance. It is the Client’s responsibility to regularly familiarize themselves with the current version of the regulation, available on the Company’s website. All financial transactions related to services provided by the Company are carried out on the bank account of 1WAYEUROPE OÜ, while the details regarding payment, including the bank account number, are provided to the Client during the service ordering process.

Scope of Services:

1. Packing Services Vanonsite offers a professional packing option, available as an additional paid service. This allows Clients to decide whether they want to take care of packing their belongings themselves or prefer to entrust this task to experienced specialists. Our packing service includes securing both small items and larger pieces of equipment, using the highest quality materials that ensure protection during transport.
2. Specialized Transportation Services Vanonsite also provides specialized transportation services tailored to specific requirements and types of property. This includes the transport of artwork, musical instruments, electronic equipment, and other items requiring special attention. As part of this service, at the client’s request, additional insurance can also be purchased, which is especially recommended for the transport of valuable or delicate items.
3. Transportation and Storage We offer comprehensive logistic solutions, which include not only the transportation of property but also the possibility of its temporary storage. This is an ideal solution for people who need more time to prepare their new living space or office. Storage can be adapted to the individual needs of the client in terms of duration and storage conditions.
4. Driver Assistance with Loading and Unloading Vanonsite provides driver assistance in the loading and unloading process, which is included in the price of the transportation service. The driver helps in maneuvering items during their loading into the vehicle and unloading at the destination. However, it should be remembered that the driver is not responsible for the safety of the loaded and unloaded property. The responsibility for proper securing of the goods rests with the client or the packing team if the packing service has been purchased.
5. Insurance Every transportation service provided by Vanonsite includes basic insurance, which aims to protect the property in the event of unforeseen incidents. The following insurance scopes are available, depending on the chosen service package:

1. • Moving Basic (5m³): Insurance up to 5,000 euros
   • Moving Medium (10m³): Insurance up to 10,000 euros
   • Moving Premium (20m³): Insurance up to 15,000 euros
   • Moving Premium Plus (30m³): Insurance up to 20,000 euros
   • Moving Full House XXL (90m³): Insurance up to 25,000 euros The client also has the option to purchase additional insurance, which is especially recommended for the transport of particularly valuable or sensitive items.

Service Ordering Procedure:

1. Submitting an Inquiry

The first step is for the client to submit an inquiry, which can be done through various communication channels offered by Vanonsite, such as the website, phone contact, email, or other methods specified by the company. In the inquiry, the client should provide all necessary details regarding the planned move or transport, including information about loading and unloading locations, preferred service completion date, and the nature and volume of the goods to be transported.

1. Receiving a Quotation

Based on the information provided, Vanonsite prepares and presents an individual service quote to the client. This quote includes a detailed cost estimate and a description of the services provided, ensuring full cost transparency and scope of work for the client.

1. Offer Acceptance

The next step is the acceptance of the offer by the client. This can be done through electronic, written, or telephone confirmation, depending on the preferred communication method. Accepting the offer is equivalent to accepting the terms of service provision, which are available for viewing on the company’s website or will be sent to the client in another agreed format.

1. Signing the Agreement

Upon acceptance of the offer by the client, a contract for moving or transportation services is concluded. This is a formal confirmation of both parties’ obligations and acceptance of the terms of cooperation, containing all key information such as payment details, service completion timelines, and other important issues.

1. Service Implementation

After the contract is signed and all formalities are settled, Vanonsite proceeds with the service implementation according to the agreed plan. The client is kept informed of the progress and any issues requiring their attention or decision.

Client Duties in the Moving Process with Vanonsite

1. Accurate Weight and Volume of Property: The client is required to precisely determine the weight and volume (m³) of all items intended for the move. This is essential for planning the proper transport and avoiding the risk of overloading the vehicle.
2. Vehicle Overloading: If the driver finds that the vehicle lowers beyond permissible norms during loading, the driver has the right to refuse further loading for safety reasons. The client should be aware that all driver’s decisions in this regard are final and aim to ensure safe transport.
3. Responsibility for Overloading: Any penalties related to vehicle overloading, including costs associated with organizing reloading, fall on the client. Vanonsite provides the client with access to documents confirming the indicated vehicle load and any violations.
4. Location and Loading Conditions Information: The client is obliged to inform Vanonsite about the exact location of loading and unloading, including possible access for larger vehicles. It is also important to convey information about local conditions, such as the presence of elevators, the number of floors, or the difficulty level of access to the premises.
5. Weight Limits for Different Countries: The client must be aware of weight limits applicable in different countries, especially for international moves. For the 20m³ package, in countries like Switzerland or Norway, the maximum weight cannot exceed 800 kg. This is crucial for avoiding problems with local road regulations.
6. Moving Difficulty Level: Vanonsite requires detailed information from the client about any potential difficulties related to the move, including information about floors, elevator availability, and any other factors that may affect the loading and unloading process.
7. Client’s Duty in Securing Goods for Transport

In the process of preparing for transport, the Client bears full responsibility for accurately and effectively securing their items. Vanonsite recommends that all goods, especially those fragile and easily damaged, be adequately protected using protective materials such as bubble wrap, packing paper, or special boxes.

Please note that any damage resulting from insufficient securing of items will result in the inability to claim compensation from Vanonsite. The company reminds that careful packing and securing of property is essential for its safety during loading, transport, and unloading.

The client, deciding to pack independently, accepts that they bear full responsibility for any damages resulting from improper securing of items.

Payments and Financial Terms General Payment Principles

Vanonsite places great importance on financial transparency, offering Clients clear and understandable payment terms. Payment for moving and transportation services can be made via various methods, including bank transfer, online payment, and, in some cases, cash directly to the driver. Details regarding available payment methods will be provided to the Client during the order process.

Payments and Financial Terms Payment Rules:

At Vanonsite, ensuring the convenience and financial security of our Clients is a priority. All payments for moving and transportation services are made via bank transfer to the following company account:

• Title: Wise
• Agency Address: Avenue Louise 54, Room S52, 1050 Brussels, Belgium
• IBAN: BE22 9674 1110 3847
• SWIFT / BIC: TRWIBEB1XXX Please note that Vanonsite does not accept cash payments or payment upon delivery. This ensures greater transaction security and allows for accurate payment verification.

Payment Deadlines

• Deposit: For certain service packages, such as Moving Premium Plus and Moving Full House XXL, a deposit payment of 30% of the total service cost is required. This deposit must be paid into the company’s account upon acceptance of the offer and before the commencement of the service.
• Full Payment: Full payment for the service should be made no later than 48 hours before the planned loading date for the 5-20 m³ packages. For other packages, full payment (minus any deposit paid) must also be settled before the service’s commencement.

Documentation and Payment Confirmation After making a payment, the Client is required to send a transfer confirmation to the email address contact@vanonsite.com. This confirmation serves as proof of payment and facilitates faster order processing.

Consequences of Non-Payment Vanonsite reserves the right to suspend the service in case of non-payment of the deposit or the full amount for the service within the specified deadline. Any delays in payments may result in a change of the service date or its cancellation.

The Client, by making a payment to Vanonsite, accepts the above payment terms and commits to adhering to them. Vanonsite commits to providing services according to the highest standards, while ensuring full transparency and fairness in financial processes.

Complaints:

Claims Procedure at Vanonsite
Vanonsite places great importance on customer satisfaction and the quality of the services provided. However, we understand that situations requiring the filing of a complaint may arise during the execution of a move. Below, we present the claims procedure aimed at a quick and fair resolution of any issues.

Filing a Complaint
Should the Client encounter any problems related to the service execution, dissatisfaction with the quality of service, or damage to property, we encourage immediate filing of a complaint. The complaint should be sent by email to the contact address of Vanonsite: contact@vanonsite.com. In the notification, please provide the following information:

• Client’s full name,
• Order number or other data allowing order identification,
• A detailed description of the situation,
• Expectations regarding the resolution of the issue.

Complaint Analysis
Upon receiving the notification, our customer service department will conduct a preliminary analysis of the case and may contact the Client to obtain additional information or documentation, such as photos of the damaged items. The aim of this stage is to gather all necessary data to accurately assess the situation.

Complaint Review
Vanonsite commits to reviewing the complaint in the shortest possible time, no longer than 14 business days from the date of receiving the full documentation from the Client. Depending on the nature of the report, the resolution may include the repair of damaged items, a partial or full refund of the service costs, or another form of compensation agreed with the Client.

Information on the Outcome of the Review
The Client will be informed of the results of the complaint review by email. Vanonsite will make every effort to ensure that the proposed solution is satisfactory for both parties and that the entire process is transparent and in accordance with the highest customer service standards.

Additional Information
Should there be any questions or doubts regarding the claims procedure, the Client may contact our customer service department, which is ready to assist and support. We also encourage you to familiarize yourself with the complete terms of services available on our website, which contains additional information on the rights and obligations of the Client in the claims process.

Vanonsite is committed to providing the highest quality of services and ensuring client satisfaction, therefore, we treat every notification with the utmost seriousness, aiming for a quick and fair resolution of any issues.

Responsibility and Limitations of Liability of Vanonsite
Scope of Responsibility
As a reputable provider of moving and transportation services, Vanonsite commits to offering services with the utmost care and professionalism, in accordance with applicable laws and the best industry practices. Vanonsite’s responsibility extends to all aspects related to the organization and execution of transportation services, including:

• Safe transportation of the Client’s property in accordance with the agreed conditions,
• Professional packing and securing of property, if this service was ordered by the Client,
• Adherence to delivery deadlines and communication with the Client regarding any changes in the service execution process.

Limitations of Liability
Vanonsite is not responsible for:

• Damages resulting from improper preparation, packing, or securing of property by the Client, if the packing service was not ordered from Vanonsite,
• Items excluded from transport according to the regulations or law,
• Damages resulting from force majeure, including natural disasters, acts of war, riots, or decisions by state administrative bodies,
• Delays in delivery caused by factors beyond Vanonsite’s control, such as extreme weather conditions, vehicle breakdowns, or customs delays.

Claims Procedure
In the event of damages or other problems with the service execution, the Client is required to immediately report the fact to Vanonsite. Claims should be submitted in writing, via email, within no later than 7 business days from the service completion date. Vanonsite commits to reviewing the claim within 14 business days of its receipt and informing the Client about the outcome of the claims process.

Insurance
Vanonsite offers its clients insurance for the transported property, the scope and terms of which depend on the selected service package. The Client has the option to purchase additional insurance to extend the coverage of the property. Details regarding the insurance, including the amount of premiums and the sum insured, will be presented to the Client before the contract is concluded.

Reservations
Vanonsite reserves the right to refuse service execution in cases where:

• The transport of property may violate applicable laws,
• There is a risk of damage to property due to its specifics or improper securing,
• The conditions of service execution pose a threat to the safety of Vanonsite employees or third parties.

This document sets forth the general principles of liability and limitations of liability of Vanonsite. Every service provision agreement entered into with a Client may contain additional provisions specifying these rules.

Data Protection and Privacy Policy

Vanonsite is committed to protecting the privacy and personal data of its Clients in accordance with the highest security standards and applicable legal regulations, including the General Data Protection Regulation (GDPR) and other local laws related to personal data protection.

Scope of Personal Data

In the course of providing services, Vanonsite may collect Clients’ personal data, such as name, email address, phone number, residential address, or the destination address for the move. These data are essential for the execution of the contract for moving and transportation services, including planning, organizing the move, communication with the Client, and issuing invoices.

Purpose of Processing The personal data collected by Vanonsite are used exclusively for the purpose of providing services related to the organization and execution of moves, both local and international, handling client inquiries, and for marketing purposes, provided that the client has given their consent.

Client Rights Every client has the right to access their personal data, correct it, delete or restrict its processing, as well as the right to object to the processing of their personal data. Clients also have the right to data portability and the right to withdraw consent for the processing of personal data at any time, without affecting the legality of the processing that was carried out on the basis of consent before its withdrawal.

Security Measures Vanonsite employs high security standards to protect personal data from unauthorized access, alteration, disclosure, or destruction. The company regularly updates and tests its technological infrastructure to ensure the maximum security of processed personal data.

Data Sharing Personal data of clients may be shared with external entities only for the purpose of executing moving and transportation services, including service providers with whom Vanonsite cooperates in the organization of moves. All third parties to whom personal data are disclosed are obligated to protect the data in accordance with applicable legal regulations.

Policy Updates Vanonsite reserves the right to update this privacy policy to reflect changes in data processing practices or legal regulations. Clients will be informed of any changes to the privacy policy through an update on the company’s website.