1. Scope
These terms apply to contracts between VELTORIS Großgutlogistik GmbH and businesses or consumers for the organisation and performance of road transport and expressly agreed additional services. Individual agreements and mandatory law take precedence. The ADSp 2017 additionally apply to business customers where effectively incorporated; they do not apply to consumers.
ADSp 2017 – English version (PDF at DSLV)
2. Services
Services include road transport within Germany and the EU for pallets, general cargo, furniture, machinery, technical equipment, long goods and other heavy or bulky items, including part and full loads, pickup, transhipment, agreed interim storage for up to seven calendar days and scheduled delivery. Two-person delivery, carrying, floor or assembly services are only owed if expressly included in the offer. Transport to non-EU countries is excluded.
3. Enquiry, offer and contract formation
Customer enquiries are non-binding. VELTORIS sends an individual offer by email or through the customer portal. A contract is formed only after the customer accepts the offer and VELTORIS subsequently issues an order confirmation. Automatic acknowledgements and tracking information are neither acceptance nor a guarantee.
4. Prices and additional costs
Prices are quoted individually in euros. Consumer prices include statutory VAT; business prices are stated net plus VAT. Additional costs may arise only where agreed or demonstrably caused by inaccurate or incomplete customer information or subsequently requested services, including different dimensions or weight, waiting time, unavailable access, failed delivery, additional storage, special equipment, tolls or ferries.
5. Payment
The payment methods stated in the individual quotation apply. Available methods include SEPA bank transfer before pickup and payment by invoice after pickup. Business customers pay within 14 calendar days of the invoice date. VELTORIS may require advance payment from new customers or where payment risk is increased. Statutory consequences of late payment remain unaffected.
6. Timing and delivery forecasts
Pickup and delivery times are estimates unless expressly confirmed in text form as a binding fixed date. Tracking and portal information does not constitute a guarantee. Foreseeable deviations are communicated through the customer portal and, where enabled, by email.
7. Information and packaging
The customer must provide complete and accurate information about content, type of goods, weight, dimensions, centre of gravity, packaging and handling requirements and must provide secure packaging suitable for the weight and route. VELTORIS may reject clearly unsuitable packaging or require additional securing. Statutory duties for dangerous goods and accompanying documents remain unaffected.
8. Access, handover and additional services
Sender and recipient must provide legally and practically usable access, sufficiently firm surfaces and the agreed loading aids. Standard delivery is at ground level to the agreed handover point. Floor, carrying, assembly and two-person services must be expressly booked. If handover is impossible for reasons attributable to the customer, VELTORIS may offer a new appointment or safely store the shipment at the customer’s cost where proportionate.
9. Cancellation and appointment changes
Cancellation is free before order confirmation. Afterwards, only costs already incurred and unavoidable, together with binding third-party services, are charged. After pickup, agreed freight, return transport and storage costs may apply. Delivery appointments can be changed free of charge up to 24 hours before the start of the window; demonstrably incurred additional costs may be charged after that. Consumers may prove that no loss or a lower loss occurred.
10. Liability
Mandatory statutory liability rules apply, in particular the German Commercial Code (HGB) and, for cross-border road transport, the CMR. Statutory liability limits remain applicable and cease to apply where the law so provides in cases of intent or qualified recklessness. Mandatory consumer rights are not restricted. For business customers, the effectively incorporated liability provisions of the ADSp 2017 apply in addition, unless mandatory HGB or CMR law takes precedence.
11. Cargo insurance
Additional cargo insurance is not included automatically. It is arranged only upon express request and timely disclosure of the type and value of the goods. The premium is shown separately in the offer.
12. Damage notifications
Externally visible damage or shortages should be described clearly on the proof of delivery no later than handover. Damage not externally apparent should be notified in text form within seven days after delivery. Delay must be notified within 21 days after delivery. The notice should include the shipment number, description, photos and available evidence. Mandatory legal rights, evidential rules and time limits remain unaffected.
13. Excluded and regulated goods
Excluded goods include illegal items, weapons, ammunition, explosives, live animals, human remains, cash, securities, precious metals, jewellery, undeclared dangerous goods, temperature-sensitive or rapidly perishable goods and goods whose transport requires special official permits, unless acceptance was expressly confirmed in writing in advance. Other dangerous goods are carried only after prior review and express acceptance.
14. Consumer withdrawal
Consumers receive separate withdrawal information where a statutory right of withdrawal applies. For contracts for the carriage of goods with a specific date or period, the exception in section 312g(2)(9) BGB may apply. Details are provided in the withdrawal information. Withdrawal information
15. Customer account
Customers may delete their account at any time in the protected profile area. VELTORIS may temporarily suspend or, after prior notice, terminate accounts in the event of misuse, security risks, false information, payment default or legal violations. Account data is removed within 30 days; contract, transport and invoice data subject to statutory retention remains stored with restricted access until the period expires.
16. Law and jurisdiction
German law applies. Mandatory consumer-protection provisions of the state in which an EU consumer has habitual residence remain unaffected. Frankfurt am Main is agreed as exclusive place of jurisdiction only for merchants, legal entities under public law and special public-law funds. Statutory jurisdiction applies to consumers. Mandatory jurisdiction under the CMR remains unaffected.
17. Consumer dispute resolution
VELTORIS is neither willing nor obliged to participate in dispute-resolution proceedings before a consumer arbitration board.
18. Changes and contract language
The version provided when the contract is concluded applies. Changes apply to future contracts only unless expressly agreed otherwise. In the event of inconsistencies between language versions, the German version prevails unless mandatory consumer law provides otherwise.