1. General Terms

About Us

BLLOOG functions as a freight forwarder, not as a carrier. By placing an order through blloog.com, the client authorises BLLOOG, s.r.o., with its registered office at Velehradská 1735/28, Vinohrady, 130 00 Praha 3, Czech Republic, registration number C 384441 and tax number CZ19303378 (furthermore „BLLOOG“) to engage logistics services in its own name (BLLOOG’s name) and on behalf of the client (consignor). This entails arranging logistics services with a selected provider, contingent upon the condition that the chosen logistics provider adheres to the specified requirements for fulfilling the ordered service.

Established communication channels include the option for the client to reach out to BLLOOG in writing through the contact form on blloog.com or via a direct email address using the @blloog.com email domain. Alternatively, the client can contact BLLOOG through a telephone call using one of the available telephone numbers on BLLOOG.com or the direct telephone number of a BLLOOG representative.

Only written communication channels will be accepted for matters requiring significant changes to the contractual relationship, such as the cancellation or modification of an order, or for initiating a claim or complaint procedure. Any information provided through other communication channels must be confirmed in writing by both the client and BLLOOG and sent to the client's email address provided during the ordering process.

Regardless of the communication channel used, the client must clearly state their order number and provide any necessary details for identification, such as name and email address.


The following definitions will be applicable throughout these Terms and Conditions:

  • Shipment: a load of goods sent from one place to another consisting of one or more items (as the element of shipment).
  • Pallet: a pallet that can easily be stacked (with a flat surface so that another pallet can be placed on top of it) as opposed to a non-stackable pallet that cannot be stacked due to the shape, contents or packaging or the goods inside.
  • Logistics provider: a company selected by BLLOOG that offers logistics services or assigns them within its network (for example, a carrier, a courier company, a freight forwarder and others).
  • Logistics service: a service including but not limited to dispatching, transportation, delivery, warehousing, fulfilment and other services offered (but not rendered directly) by BLLOOG.
  • Business day: every day except for Saturdays, Sundays, national holidays and bank holidays in the countries of pick-up, transit or delivery of the shipment,
  • CMR: Convention on the Contract for the International Carriage of Goods by Road (Geneva, 19 May 1956).
  • You/the client/the user/he/she: person or persons (natural of any gender or legal) requesting the booking of logistics services provided by logistics providers selected by BLLOOG.

2. General rules for booking the service

2.1 Ordering process

The user may use any of the following ways to place an order with BLLOOG.

2.1.1 Online platform

Clients have the option to place orders on the blloog.com online platform and/or online form, choosing from a range of established services with readily available prices. Upon completing the ordering process through any of the specified methods on the online platform, clients can proceed with payment using one of the designated payment methods outlined in section 2.2. The order is officially placed once the client successfully pays the indicated amount or confirms the payment obligation.

After the order is considered placed, BLLOOG initiates the booking of the logistics service with the chosen logistics provider. Once the logistics service is booked on behalf of the client, the order is deemed successfully submitted, and a confirmation email is promptly sent to the client.

2.1.2 Off-platform ordering

A client may place an order directly with a BLLOOG representative via an established communication channel. The client must provide all the necessary information in order for BLLOOG to book the logistics service with the logistics provider as per the client`s request.

The client will receive an individually prepared offer from BLLOOG`s representative. In this case, an order will be considered as placed once the client accepts the offer received.

Such order may be processed per the confirmation of these Terms and Conditions and the Terms and Conditions of any applicable logistics service provider in every individual case. In the offer email, BLLOOG will attach the Terms and Conditions document (or a link to the Terms and Conditions). The client has to familiarise himself with the Terms and Conditions. The client agrees to the provided Terms and Conditions by agreeing to the offer. If a representative of a corporate client confirms the offer and thereby these Terms and Conditions, he is deemed to be authorised to act within his right and capacity to accept the offer and the Terms and Conditions. The client can agree with the Terms and Conditions for a single order, several orders for a defined period of time or for an undefined period of time (until the Terms and Conditions change). Upon changing the Terms and Conditions, BLLOOG is responsible for providing the client with the updated text of the Terms and Conditions.

The order for the services may be processed based on the contractual agreement between the client and BLLOOG in place. In such a contract, the client and BLLOOG can agree on provisions different from these Terms and Conditions, provided that the contract shall prevail in case of discrepancies between these Terms and Conditions and the contract.

As soon as the client has sent all the necessary information to enable BLLOOG to book the logistics service in the case of an existing contractual agreement, or if the client agrees to the applicable terms and conditions as described above, the order is deemed to have been placed, with the client being obliged to make payment as per 2.2.2.

Once the order is considered as placed, BLLOOG proceeds to book the logistics service with the selected logistics provider. As soon as the logistics service is booked on behalf of the client, the order is considered successfully submitted, and an email confirmation is sent to the client.

2.1.3 Acknowledgement presumption

The client is responsible for knowing and complying with the Terms and Conditions of the logistics provider and the Terms and Conditions of BLLOOG in full, particularly with the relevant section describing the service for which the order was placed.

2.2 Payment process

The system prompts clients to proceed with the payment of the order via credit card. The invoices for the services of BLLOOG are issued and sent to the client’s disclosed email. An invoice is considered as brought to the client's notice after it is either sent via email or sent to the client via any other established communication channel.

The client is responsible for controlling their email and other established communication channels regularly and paying any due amounts based on the accounting documents received.

2.2.1 Card payments

All credit card payments are made directly through the secure systems of BLLOOG´s partners for payment processing solutions and their banking partners. BLLOOG does not store any information about credit cards.

It is the client's responsibility to ensure that the selected credit card used to pay for the booking of logistics services is active and has sufficient funds available to process the transaction successfully. Any additional charges generated if the credit card is rejected for any reason will be borne solely by the client.

2.2.2 Payment via bank transfer

The client shall commit to paying the agreed-upon amount in accordance with the payment instructions forwarded by BLLOOG post-order placement. The instructions will include information on how to pay, including details about BLLOOG’s bank account, the amount to be transferred, etc. The client needs to pay according to the reference data specified in the payment instructions.

The client is solely responsible for covering any bank-related charges arising from the bank transfer. The order will not be confirmed if the amount received in BLLOOG’s bank account falls short of the required deposit. BLLOOG is not obligated to notify the user if the deposited amount proves insufficient to confirm the order payment.

Wire transfers must be executed exclusively in the currency and to the bank account specified in the ordering process or the provided transactional email. Any currency conversion fees that may occur are the exclusive responsibility of the client.

2.3 Additional charges

The client is required to cover any extra expenses accrued by BLLOOG or the relevant logistics provider due to inaccuracies in the information provided by the client during the ordering process. This obligation extends to cases where the shipment details do not align with the terms, restrictions, and limitations stipulated in the specific service booked, as outlined in these Terms and Conditions or the terms and conditions agreed upon with the responsible logistics provider when placing the order.

Upon accepting these Terms and Conditions, the client consents to BLLOOG's authority to impose an additional surcharge directly on the payment method utilised for the order payment. If BLLOOG encounters difficulties in automatically applying the extra charges, the client will receive written notification of this issue. In such a scenario, the client is required to settle the indicated additional amount within a maximum period of seven (7) days. The client will be responsible for all expenses related to legal proceedings and the collection process.

BLLOOG reserves the right to charge the client if there is an abrupt pricing change for the route the client selects. Suppose the client refuses the extra charge for the change of pricing in the selected route. In that case, BLLOOG reserves the right to offer the client a full refund and not to forward the order for transportation services to any logistics provider.

In that case a shipment needs to be returned to the sender for reasons unrelated to the logistics provider, the client will be responsible for covering any additional costs incurred, and any additional insurance will no longer be valid. If the logistics service provider is unable to return the shipment to the sender for reasons unrelated to their operations, the provider reserves the right to destroy the shipment without providing reimbursement to the client. The client is obligated to bear all costs associated with the disposal of the shipment.

2.4 Cancellation and Refunds

The client retains the right to cancel an order, but such cancellations must be communicated in writing. If the client opts to cancel the order, they agree not to release any shipment to the logistics service providers should they arrive at the designated pick-up address. If, contrary to this agreement, the client surrenders the shipment, they will bear responsibility for all expenses.

Once an order is considered placed—either after successful payment or confirmation of the payment obligation—it becomes non-refundable, and no refunds will be issued.

The expenses associated with any additional services acquired during the ordering process, as outlined for each shipping service type in Chapter 3 (including, but not limited to, insurance fees, assistance with loading/unloading, provision of special equipment, exceeding declared size and weight of the shipment, etc.), are non-refundable.

2.5 Claims and Complaints

In the event of damage or loss of a shipment during the execution of the logistics service, the client has the right to initiate a claim procedure to seek reimbursement for the loss of value resulting from the incident.

Orders made through BLLOOG are subject to the liability of the chosen logistics provider, as indicated during the order placement process. Any insurance coverage is provided by the logistics providers. The client acknowledges that if a reimbursement amount is approved based on the basic liability or the basic insurance included in the price by the selected logistics provider, they can only claim the difference up to the maximum possible reimbursement amount as per the insurance policy offered by the logistics providers. The client further understands that any additional insurance policy is contingent upon the established liability of the selected logistics provider and cannot be activated independently.

The client must provide a written statement on the proof of delivery in the event of damage, full or partial loss, and must promptly notify BLLOOG on the first business day after delivery to initiate the claims process.

BLLOOG's dedicated Claims department is responsible for assessing and handling claims against logistics providers and/or insurance companies on behalf of clients. The logistics providers or insurance companies with existing agreements with carriers or BLLOOG are obligated to provide BLLOOG with a decision on the admissibility of a claim within the specified timeframes outlined in their Terms and Conditions. BLLOOG cannot be held responsible for not receiving a final decision from third parties within the designated timeframe.

BLLOOG retains the right to decline or reject the client's claim if the provided data is incomplete, misleading, contradictory, or false. Additionally, if the client breaches these Terms and Conditions in any manner, BLLOOG may refuse to continue with the claims procedure with the logistics provider or insurance company. In such cases, BLLOOG will not acknowledge any further claims from the client or third parties associated with:

• inappropriate packaging (including parcels bundled together and marked with only one label)

• unconventional shipments,

• transportation of forbidden items,

• damages caused by a force majeure event,

• lack of evidence provided by the client that proves the condition of the parcel before collection or

• in case the client violated the Terms and conditions of BLLOOG or the logistics provider in any way.

Claims lacking evidence of the accurate value of the damaged or lost item cannot be initiated. The sole acceptable proof of value is the original invoice, with deductions for the VAT rate and amortisation made from the original price of the item accordingly.

2.5.1 Damage claim

Using the established communication channels, the client must promptly notify BLLOOG of any damage incident on the delivery date. The client is obligated to furnish all requested documentation to BLLOOG within a maximum of 2 business days after receiving the claim instructions. Failure to provide the necessary documentation within this timeframe releases BLLOOG from responsibility for any claims rejected by logistics providers and/or insurance companies due to delayed initiation.

In the event of shipment damage, the client must maintain the shipment in the condition in which it was delivered, covering all associated expenses until the insurance procedure is completed. If any item in the shipment exhibits external damage, the client should capture photographs of the damages before extracting the goods from the item of the shipment.

A claim procedure can be initiated if the client observes that some goods are missing from their shipment upon delivery. The client is required to furnish BLLOOG with the same documentation as in the case of damage. This includes photographs of the shipment before collection and at the time of delivery, providing evidence that the item was opened or damaged during transport, potentially leading to the absence of specific contents.

In the event of damage or loss, the client must create a written statement on the consignment note, prepare the damage report, and submit it to BLLOOG. If no damage or apparent loss is documented at the time of delivery, BLLOOG reserves the right to decline or reject the client's claim.

2.5.2 Loss claim

If the shipment is not delivered within five (5) working days from the anticipated delivery date, the client must promptly notify BLLOOG through the established communication channels. BLLOOG will subsequently reach out to the responsible logistics provider and initiate a search investigation if required. If the logistics provider is unable to locate and deliver the shipment within the specified timeframe, BLLOOG will notify the client that the shipment is officially considered lost. Instructions will be sent to the client to gather all the required documents, pictures, and other information necessary to commence a claim against the logistics providers and/or the responsible insurance companies.

The client must furnish all requested documentation to BLLOOG within two business days after receiving the claim instructions. BLLOOG will not be held responsible for any claims rejected by logistics providers and/or insurance companies if the necessary documentation is provided within two business days.

If a claim is approved and the shipment is subsequently located and successfully delivered to the client, the client is not entitled to retain the approved reimbursement amount. The client is obligated to promptly return any reimbursement already received based on the approved claim.

3. General rules of shipping

The general rules outlined here are applicable to all orders made through BLLOOG unless explicitly specified that certain regulations in section 3 of these Terms and Conditions are exclusive to a particular type of shipment/service.

Additionally, a distinct rule may apply to a specific service type, as detailed in section 4 of these Terms and Conditions or in the Terms and Conditions of the particular carrier, to which the customer expressly agrees before confirming the order. The customer is responsible for staying informed about the specific rules governing the service type they book during the ordering process.

3.1. Packaging

The client acknowledges and agrees that packaged goods must have suitable outer and inner packaging by the type of items being transported. The packaging must be appropriate based on the weight and content of the shipment and must be designed for safe transport and handling at the logistics centres of the logistics providers or their partners. The logistics provider reserves the right to return the collected shipment or reject its collection entirely if items are improperly packed, and the client is solely responsible for all associated costs. The client bears sole responsibility for damages and losses resulting from improperly packed items. It's important to note that an insurance claim may be rejected if the shipment is deemed dangerous and could potentially cause damage to other shipments during transportation.

Neither BLLOOG nor the logistics providers with whom BLLOOG collaborates offer special services for handling items labelled as breakable, fragile, or requiring careful handling. Such labels may be disregarded due to the automated handling of shipments in the transportation process.

The standard packaging for shipments without pallets is a cardboard box comprising two or more layers of carton. Boxes must be securely closed, taped, and, if necessary, wrapped with foil. Any alternative packaging is used at the client's risk and may incur additional charges. Torn, damaged, or boxes with unintended holes must not be utilised. Adequate packaging must exhibit characteristics such as resistance to a fall from a height of one (1) meter. BLLOOG bears no responsibility for damages to the packaging during transport. Bags, suitcases, and travel bags are not permitted as packaging types.

If the selected service type allows cargo or goods to be transported on pallets, requiring the client to pack, store, and secure the goods on the pallet. The goods must be affixed to the pallet and wrapped with plastic foil, ensuring they do not exceed the pallet's surface in width or length. Plastic, cartons, or wooden pallets can be used. The client understands that damaged pallets should not be used, and BLLOOG has the right to refuse loading if the pallet is not used according to the transportation mode. When ordering this service, the client comprehends that the total weight and dimensions ordered include both the pallet and the cargo/goods. Pallets are not returnable, and BLLOOG assumes no responsibility for pallets before loading and after unloading.

Before the scheduled pick-up, the client must ensure the removal of all old labels or address information attached to the items. The client is responsible for ensuring that the correct label, equipped with all necessary information, is affixed to the appropriate item in the shipment. This responsibility persists even in cases where the logistics provider generates the label. Additionally, the client is required to obtain proof of collection from the driver, confirming that the authorised logistics provider collected the shipment at the designated date and time. BLLOOG is not obligated to consider any complaints or claims without the provided proof of collection in case of issues.

For service types necessitating shipping labels, each item in the shipment must be handed over to the driver of the selected logistics provider as one piece, equipped with a single label. If the client plans to send multiple items, the accurate quantity must be specified during the booking of the logistics service. If the driver of the selected logistics provider collects more items than ordered, it does not impose any obligation on the logistics provider or BLLOOG.

3.2. Limitations of size and weight

All prices presented to the client during the order placement are based on the size and weight declaration made by the client. Any discrepancy between the declared and actual size or weight of the shipment will be addressed according to the procedure outlined in section 2.3.

The client is obligated to review the Terms and Conditions of the logistics provider, provided during the order placement, for any specific size and weight limitations associated with the booked service. Exceeding the maximum weight and size specified by the logistics provider may result in the logistics provider refusing collection or delivery. Such a shipment may be returned to the sender at the client's expense.

The client acknowledges that the total ordered weight and dimensions encompass both the packaging (e.g., pallet, parcel, wrapping) and the cargo/goods.

3.3. Pick-up and delivery

The client consents to making the shipment available at the pick-up address for the selected logistics provider, allowing them to collect it at any time during the local logistics provider's daily working hours. However, due to unforeseen factors related to the logistics provider, the pick-up may occur before or after the specified time.

If the driver of the selected logistics provider does not pick up the shipment on the scheduled date, the client is required, as per these Terms and Conditions, to inform BLLOOG promptly about this occurrence. This allows BLLOOG to coordinate with the selected logistics provider for a second pick-up attempt. If the pick-up or delivery is unsuccessful on the scheduled day for reasons not related to the selected logistics provider, any subsequent requests for collection or delivery may result in additional costs, which will be the responsibility of the client.

The client is responsible for providing a complete and accurate address for both pick-up and delivery of the shipment, along with any other pertinent information to facilitate these processes. Address details should be entered in the designated area during the booking process, not in the "comments field," to ensure that logistics providers receive all necessary information for a successful pick-up and delivery.

The client understands that they are fully responsible for the following and needs to provide the correct details:

• The name and address of the sender (consignor);

• The name and address of the consignee;

• The description in the common use of the nature of the goods and the method of packing;

• The number of packages and their special marks and numbers;

• The gross weight of the goods or their quantity otherwise expressed.

In case of wrong details provided, the client is held fully liable for costs that may occur.

The pick-up and delivery should take place in an easily accessible location, allowing the driver of the selected carrier to park the vehicle at least fifteen (15) meters from the specified address. The service is provided up to the main door of the building, and the driver is not obligated to pick up or deliver the shipment to any floor other than the ground floor.

For service types involving freight/palletised cargo or full van LTL service types, the client comprehends that, in the absence of special agreements, they are solely responsible for the loading and unloading the cargo. The client must provide the necessary equipment, forklift, manpower, and access for the van. Loading and unloading can only be executed from the ground floor. BLLOOG and the logistics providers bear no responsibility for loading and unloading freight/palletised cargo and are not liable for additional costs.

Any unnecessary waiting resulting from the unavailability of the sender or the shipment being unprepared for collection may lead to a failed collection attempt, and associated charges will be passed on to the client. Any additional costs incurred will be processed according to section 2.3.

BLLOOG does not guarantee transportation and shipment delivery to an address different from the one initially indicated by the client in the order process. BLLOOG can only inform the selected logistics provider about the changes to the delivery address as requested by the client. Neither BLLOOG nor the logistics provider can be held accountable if the shipment is not delivered to an address provided after the label has been used for the shipment.

The carrier may decline a collection if the service cannot be provided for reasons beyond the carrier's control, such as remote locations or sanctions imposed on the pickup country (embargo). BLLOOG and the selected logistics service providers reserve the right to reject collection or delivery to the requested location if such delivery could pose a risk to persons, equipment, or other goods.

A shipment may be deemed unacceptable if:

• no customs declaration is made when required by applicable customs regulations,

• it contains any prohibited items specified in section 3.4,

• its address is incorrect or not properly marked, or its packaging is defective or inadequate to ensure safe transportation with ordinary care in handling,

• It contains any other item the logistics provider decides cannot be carried safely or legally.

If the shipment is deemed unacceptable, undervalued for customs purposes, the consignee cannot be reasonably identified or located, or if the consignee refuses delivery or refuses to pay customs duties or other shipment charges, the carrier will make reasonable efforts to return the shipment to the shipper at the client's cost. Failing this, the shipment may be released or disposed of without incurring any liability to the client. The carrier reserves the right to destroy any shipment that cannot be returned to the shipper due to legal restrictions or any shipment containing prohibited items.

Delivery attempts may vary depending on the country and the logistics service provider, ranging from one or two attempts to delivery directly to the nearest access point managed by the selected logistics provider, as defined in their terms and conditions. Shipments cannot be delivered to PO boxes unless such an option is available during the order process. Shipments are delivered to the recipient's address as provided by the client, not necessarily to the named recipient personally. The recipient may receive notifications regarding an upcoming delivery or a missed delivery. Additionally, the recipient may be offered alternative delivery options such as delivery on another day, no signature required, redirection, or collection at the nearest access point. Surcharges for changes in the delivery address may apply and will be processed as per section 2.

According to these Terms and Conditions, the delivery is considered effective if:

• the shipment is handed over to any person claiming the shipment and located in the delivery address against digital or manual signature, including neighbours and persons present at the indicated premises;

• the shipment is delivered to an alternative address (neighbouring address, local post office or access point);

• after multiple failed delivery attempts to the delivery address, the shipment is delivered to one of the warehouses of the selected carrier, which is near the original delivery address. This may cause additional costs to the client;

• the selected logistics provider has left a notice of delivery to the delivery contact person, or if this is evident through the shipment tracking;

• the shipment is delivered to the delivery address of a person who falsely presented themselves as the recipient;

• The shipment is returned to the pick-up address after the maximum number of days in the carrier’s warehouse due to inappropriate packaging or damage to the parcel or due to the parcel being overweight or oversized. This may cause additional costs to the customer.

Exceptions concerning the delivery of shipments may be applicable in specific regions due to conditions and standard practices of local courier companies.

The logistics provider retains the right to open and inspect a shipment without prior notice for safety, security, customs, or other regulatory reasons and shall assume no liability of any kind in this regard. The logistics provider may also be obligated to conduct an X-ray screening of a shipment, and the client hereby waives any potential claims for damages or delays resulting from the screening.

The client acknowledges that all pick-up and delivery times provided in the order process are merely estimates and not binding to BLLOOG. BLLOOG and the logistics provider are not obligated to compensate the client for any damages caused by delays, nor are they required to reimburse any related costs.

3.3.1 Liability and Insurance

During the pick-up, it is essential for both the client and the selected logistics provider to inspect the shipment thoroughly for pre-existing exterior damages. Both parties should reach an agreement on the vehicle's condition, and the client must sign and receive a copy of the CMR document.

Upon delivery, a careful inspection of the shipment for external transportation damages should be conducted by both the client and the selected logistics service provider. Agreement on the condition of the shipment should be reached, and the client must sign and receive a final copy of the consignment note.

Any damages observed must be documented in the designated section of the consignment note and signed by the client, irrespective of weather conditions or the time of day. By signing the consignment note without reservations, the client affirms receiving the shipment in the same condition as at the time of collection. This action relieves BLLOOG, the selected logistics provider, and their agents of any further responsibility.

3.4. Prohibited items

The client acknowledges and accepts the list of items prohibited from transport as outlined herein. The client declares their commitment not to dispatch any objects mentioned on this list or any item prohibited by the Terms and Conditions of the selected logistics provider or the laws of the country where the pick-up or delivery address is situated. If the client chooses to send prohibited items regardless, they will be solely responsible for all resulting damages and expenses.

Examples of prohibited items include:

• Dangerous goods, hazardous goods and flammable goods classified as such, prohibited or restricted by IATA (International Air Transport Association), ICAO (International Civil Aviation Organization), or other relevant organisation (“Dangerous Goods”);

• Objects that can damage other items during the transport;

• Works of art, jewellery (including watches), precious metals, precious stones, pearls, glass or any articles made up of glass, porcelain, earthenware or other similar materials;

• Antiques, furs;

• Cash, coins, collectable coins, stamps and documents which can be exchanged for cash or goods;

• Alcohol and tobacco products;

• Liquids of any kind;

• Human remains, live animals or plants, perishable food;

• Any goods which require temperature-controlled transport;

• Any goods prohibited by the law or regulation of any government or public or local authority of any country where the goods are carried;

• Substances requiring special permits for transportation, special handling or specific documentation;

• For airfreight: all Lithium Ion and Lithium Metal shipments; prohibited goods according to the regulation (EC) No 300/2008 of 11th March 2008 and its implementing rules as amended from time to time;

• Shipments that would be covered by the European Agreement concerning the International Carriage of Dangerous Goods by Road (ADR).

The logistics provider retains the right to refuse to handle items whose content is considered dangerous or potentially damaging. If such items are handed over to the selected logistics provider, it reserves the right to remove or address the items without further notice at the client's expense. In such a scenario, the client is responsible for any loss or damage associated with these items. The client agrees to indemnify the selected logistics provider and/or BLLOOG against all penalties, claims, damages, costs, and expenses arising from such items. The items may be handled in a manner deemed appropriate by the company or any other entity in custody at any relevant time.

In addition to the list of prohibited items, no insurance policy, unless expressly confirmed by the carrier or by the insurance company concerned, will be accepted for the following items:

• food (including food in liquid form);

• fragile items, such as glass and porcelain;

• objects of great value;

• Individual items of a value higher than 5000 EUR. The client is obliged to notify BLLOOG in writing about any item with a value that exceeds EUR 2.000;

• objects with sentimental value.

3.5. Customs

BLLOOG does not function as a customs broker/agent and holds no liability for the process or fees related to customs duties or customs procedures unless explicitly specified within the relevant shipping service type in Chapter 4. The client is always responsible for checking the customs requirements of the export and import countries by their local legislation and policies in advance.

The client is obligated to fully cooperate with local customs authorities. Any customs duties, taxes (including but not limited to VAT if applicable), penalties, storage charges, or other expenses are the responsibility of the client. If BLLOOG incurs any such costs due to the actions of customs or other governmental authorities or the shipper’s or receiver’s failure to provide proper documentation, these costs will be charged to the client or the receiver of the shipment, along with any additional costs incurred by BLLOOG. Such charges are processed as an additional charge as per section 2.3.

BLLOOG has no knowledge or responsibility to verify or advise the client about the information and documents provided. The client agrees to indemnify BLLOOG and hold BLLOOG harmless from any claims that may be brought against BLLOOG arising from false or incorrect information provided to BLLOOG and any financial sanctions imposed on BLLOOG.

The client acknowledges that they have not relied on any statement, promise, or representation made or given by or on behalf of the logistics service provider that is not explicitly set out in these terms and conditions.

For shipments from or to any country outside the EU, the client shall, about each of the goods comprised in each consignment, provide the logistics service provider with:

• a commercial invoice in the English language, including but not limited to EORI number, a clear and unambiguous description of the goods, the value of the goods, currency, Incoterm used, etc.;

• a commodity code for each of the goods

• a written notification in advance for any items of the shipment and/or goods comprised within any item of the shipment which is not standard or permanent exports (for example, temporary exports such as repairs that will be returned to the country of origin);

• any specific authorisations for direct representation of the client given to the logistics service provider if required under any applicable law; and

• any information/document required by any relevant customs authorities, laws and regulations or the logistics service provider.

For freight/palletised cargo, the client must either provide customs-cleared cargo or furnish the details for customs clearance procedures. The client acknowledges that the rate provided in the order process does not encompass customs clearance, duties, and taxes.

In terms of customs or other formalities required before the goods delivery, the client must attach the necessary documents to the consignment note or make them available to the selected logistics provider. Additionally, the client must provide all information requested by the logistics provider. It is the client's responsibility to verify the relevant information required by the pertinent customs authorities, and the client must accurately complete all customs documents and transportation documents according to all relevant customs laws, rules, and regulations.

The logistics provider reserves the right to reject the collection or return the shipment to the shipper, applying extra costs for which the client is solely responsible if the required documentation is not provided or does not comply with regulations.

The shipper certifies that all statements and information provided regarding the exportation and importation of the shipment will be true and correct. The shipper acknowledges that making untrue or fraudulent statements about the shipment or any of its contents may lead to civil claims and/or criminal prosecution, with potential penalties including forfeiture and sale of the shipment.

4. Service types

The subsequent section enumerates and elucidates the specific service types offered within BLLOOG logistics solutions. Any particular rules outlined here should be regarded as supplementary to the general rules delineated in the preceding sections of these Terms and Conditions. In the event of a conflict between this section and the preceding sections, the rules specific to the service type, as articulated in this section, shall take precedence.

4.1 Van delivery

4.1.1 Definition

The Van delivery service entails cargo transportation using vans, which are road vehicles designed for transporting goods. This service is governed by the CMR convention (Convention on the Contract for the International Carriage of Goods by Road) as it falls under the category of cargo transportation. It is important to note that this service is exclusively available for countries that have ratified the CMR convention. This limitation applies to both the origin and destination locations.

4.1.2 Preparation of goods and transport

By selecting this service, the client agrees that transportation will be conducted using a (larger) curtain-sided or a (smaller) box van, adhering to the limitations and restrictions of each vehicle.

The Van delivery service allows the client to ship in bulk or loose form. This implies that the client can transport goods in cardboard boxes, palletised, or with goods appropriately strapped without the use of a pallet. It is essential to note that the selected logistics provider may reject cargo that is not appropriately packed or packed by the transportation mode, and the client is solely responsible for any resulting costs.

4.1.3 Restrictions and limitations

The client acknowledges that, unless explicitly specified during the order process, the maximum weight permissible for loading into a curtain-side or box van is 1000 kg, and for a van with a tail-lift, it is 700 kg. This weight includes both packaging material and the goods. The client is solely responsible for adhering to the gross weight limit of the shipment and agrees to bear any costs resulting from exceeding the maximum allowed loaded weight. Accuracy in indicating the weight on the consignment note is the client's responsibility. The client can request a weight check from the logistics service provider at their own expense.

The client also understands that the dimensions of curtain-side and box vans may vary and agrees to comply with the maximum dimensions as provided during the ordering process.

4.1.4 Pickup & Delivery

The client understands that the maximum allowed time for loading and unloading the truck is 1 hour, and if the client loads/unloads longer, extra costs for the client may occur. The client bears any such costs.

4.1.5 Extras

During the ordering process, the client has the option to request the following additional services:

  • Driver Help on Loading and Unloading:
  • This entails assistance from the driver but does not obligate the driver to load and unload the cargo fully.
  • The client acknowledges that the driver may refuse to help with items improperly packed and heavier than 20 KG. For heavier items, a tail lift service needs to be ordered separately.
  • Full Loading and Unloading Service:
  • This service involves the driver performing full loading and unloading tasks in the presence of the client or their representative.
  • Similar to the driver help service, the driver may refuse assistance with items improperly packed and heavier than 20 KG. For heavier items, a tail lift service should be ordered separately.
  • Tail-Lift Service:
  • Ordering this service means the client opts for a van equipped with a tail lift, which reduces the payload weight to a maximum of 700 kg.

It's important to note that these extra services are applicable for ground floor loading/unloading.

4.2 Other shipping types

BLLOOG has the flexibility to provide additional logistics services not explicitly outlined within the specified shipping types mentioned in these Terms and Conditions. If the client desires to utilise such services, the terms of shipping must be expressly defined and mutually agreed upon by both parties, typically through the conclusion of a contract. If any terms regarding such shipping services are not defined and agreed upon, these Terms and Conditions will be applicable. The rules outlined in section 2.1.2, "Off-platform ordering," are suitable for placing orders under such circumstances.

BLLOOG reserves the right to periodically review and enhance the range of shipping types mentioned in these Terms and Conditions by introducing new ones.

5. Applicable Law and Jurisdiction

Unless mandatory rules of the country in which the client is domiciled specify otherwise:

  • These terms and Conditions and the contracts to which these Terms and Conditions apply will be interpreted in light of the laws of the Czech Republic;
  • all possible disputes arising from these Terms and Conditions or from the contracts to which these Terms and Conditions apply will be resolved in the courts of the Czech Republic; and,
  • in case of differences in meaning between the various translations of these Terms and Conditions, the text originally written in English shall prevail.
  • in case of differences between these Terms and Conditions and the Terms and Conditions of the logistics provider, both documents shall be obeyed when possible: the strictest limitations should apply, and activities prohibited by at least one of these documents must be banned.
  • The invalidity or unenforceability of any provision shall not affect any other part of these Terms and Conditions.

6. Rights of a Consumer

For clients who are natural persons who are not entrepreneurs (consumers), the legal regulation § 1820 and the following Act No. 89/2012 Coll., Civil Code shall apply. A consumer has the right to withdraw from a contract within fourteen days. Unless otherwise specified, the period ends fourteen days after the date of conclusion of the contract. A consumer may not withdraw from a contract: for the provision of services if they were performed with his prior express consent before the end of the time limit for withdrawal and the entrepreneur informed the consumer before concluding the contract that he shall thereby lose the right of withdrawal.

Mutual disputes between the seller and the buyer are resolved by the general (Czech) courts. According to Act No. 634/1992 Coll., on consumer protection, as amended, the buyer who is a consumer has the right to an out-of-court settlement of a consumer dispute from a purchase contract or from a contract for the provision of services. The entity that is authorized to conduct out-of-court dispute resolution is the Czech Trade Inspection. More information is available on the website www.coi.cz.

An out-of-court settlement of a consumer dispute is initiated exclusively at the consumer's suggestion, and only if the dispute could not be resolved directly with the seller. The proposal can be submitted no later than 1 year from the day the consumer exercised his right, which is the subject of the dispute, with the seller for the first time.

The consumer has the right to initiate out-of-court dispute resolution online through the ODR platform available at ec.europa.eu/consumers/odr/.

During the duration of the negotiations on the out-of-court settlement of the dispute, the statute of limitations and preclusion periods according to the Civil Code do not run or start to run, until one of the parties to the dispute expressly refuses to continue the negotiations.

Supervision of compliance with obligations under Act No. 634/1992 Coll., on consumer protection, as amended, is carried out by the Czech Trade Inspection (www.coi.cz).

In the event of a cross-border dispute between a consumer residing in another EU country and BLLOOG, consumers can use several options to resolve it out of court or through court.

European Consumer Centers Network (ECC-Net)

The European Consumer Center Network (ECC-Net) provides information on consumer rights in the European common market and helps and advises consumers free of charge in their disputes with businesses from other countries of the European Union, Norway and Iceland.

Case resolution through the ESC network is usually the least formalized way to resolve a dispute. The consumer contacts the branch of the ESC network in the state of his residence. This center processes the case and, if necessary, forwards it to a partner center in the Czech Republic.

The assistance of the ESC network is based on counseling and mediation. Therefore, the ESC cannot issue a legally binding decision in the dispute.

For more information or to request assistance with a specific dispute, you can contact the center in your country of residence. You can find the contacts on the website of the European Commission.

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