Clientsystem

Clientsystem

Terms & Conditions

General Terms

Terminology

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

  • package/object/shipment/ piece of furniture: shipment including all its content,
  • transportation service: service, provided by Magic Movers or trusted partners, selected by Magic Movers to execute the shipment of goods, and that effectively operate the transportation as part of their commercial activities,
  • forbidden items: items that are not allowed to be shipped according to these Terms and Conditions, the applicable legislation and the transportation regulations,
  • Magic Movers: M&M MOVERS SP Z.O.O,
  • Magic Movers Network - Group of 25 vehicles and 2 delivery hubs used by Magic Movers to transport and distribute the goods,
  • M&M MOVERS SP Z.O.O: limited liability company, with registration number KRS 0000826880 and tax number PL8943150970, that manages the Magic-Movers.com online booking system,
  • Magic-Movers.com: an online platform through which M&M MOVERS SP Z.O.O manages the booking system for transportation services,
  • business day: every day except for Saturdays, Sundays, national holidays and bank holidays in the countries of pick-up, transportation or delivery of the shipment,
  • you/the client/the customer/the user: person or persons, requesting the booking of transportation services, provided by M&M MOVERS delivery network

M&M MOVERS SP Z.O.O

M&M MOVERS SP Z.O.O is a private limited liability company, with registration number KRS 0000826880 and tax number PL8943150970, with its registered address at Szczecińska 17, 54-517, Wrocław, Republic of Poland, that manages the Magic-Movers.com online booking system. Magic-Movers.com is an online booking system for transportation services, dedicated for furniture and related items.

The company is entered into KRAJOWY REJESTR SĄDOWY under the registration number 0000826880

M&M MOVERS SP Z.O.O is an accountable person, thus required to charge VAT on all transactions.

M&M MOVERS SP Z.O.O acts as a transport and freight provider and freight forwarder. When placing the order through our website, the customer authorizes M&M MOVERS SP Z.O.O to, in its own name and on behalf of the client (commissioner), order transportation services through M&M MOVERS SP Z.O.O delivery network or with one of the courier companies/trusted partners with which M&M MOVERS SP Z.O.O has an agreement in place, provided that the courier company complies with the requirements for the execution of the commissioned service. M&M MOVERS SP Z.O.O is solely responsible for the selection of correct means to transport the agreed goods. If overnight courier services providers are selected M&M MOVERS SP Z.O.O is not responsible for the execution of transportation. The fulfilment of obligations inherent to the transportation service is the exclusive responsibility of the courier companies, selected to execute transportation. It is them, and not M&M MOVERS SP Z.O.O, who perform the pick-up, transportation and delivery of the shipments, who arrange the transportation and who are responsible for execution.

At the customer request, M&M MOVERS SP Z.O.O shall cede all claims and rights arising from the transactions concluded on its own name on behalf of the customer, including the claims under the responsibility of the selected courier service provider for the non-fulfilment or improper fulfilment of the courier services. The customer is obliged to recover or enforce the claims and rights against the courier service provider.

Any additional costs, incurred due to additional customer requirements or due to customs clearance, will be exclusively borne by the customer. Magic Movers reserves the right to demand from the customer the reimbursement of expenses, covered by Magic Movers on behalf of the client, even if such expenses are generated after the conclusion of the transport service.

The customer expressly agrees to waive the right to cancel the Agreement with Magic Movers at the moment, when Magic Movers submits the order details to their scheduling system or place an order with the selected courier services provider.

Magic Movers does not accept orders from unauthorized dealers or resellers and reserves the right to unilaterally cancel any order, placed by unauthorized dealers or resellers.

According to internal policies and procedures, Magic Movers can authorize individual dealers or resellers. Each reseller should submit its request in writing to Magic Movers to start the authorization procedure.

Delivery dates

All delivery times are approximate and are not guaranteed. With the acceptance of these Terms and Conditions, the customer is aware and agrees that many external circumstances may cause delays in the pick-up or delivery of the shipment.

By accepting these Terms and Conditions the customer agrees to regularly track the shipment and, in case of any unusual data or progress, to immediately notify Magic Movers.

Regarding customs procedures in each country, the selected courier service provider should make every effort to ensure that the delivery is made on time. With the acceptance of these Terms and Conditions, the customer understands and accepts that the shipment can be delivered late due to customs procedures and other administrative procedures. The person at the delivery address (the receiver) is the sole responsible for covering the expenses related to customs clearance. Magic Movers reserves the right to require from the customer or the receiver the reimbursement of expenses, covered by Magic Movers on behalf of the client related to customs procedures.

Magic Movers is not obliged to compensate the customer for damages caused by any event under the second section of these Terms and Conditions, neither is required to reimburse any related cost.

Restrictions regarding the size and weight of the shipment

The customer agrees to hand over to the courier driver of Magic Movers network or the selected courier service provider the exact number of shipments ordered through Magic-Movers.com, and that all the packages comply with the restrictions of size and weight. In case of removals or shipments from individual offers the customer agrees to hand over the exact number of shipments to courier driver of the selected courier service provider ordered through Magic-Movers.com, and that all the packages, furniture pieces or pallets strictly comply with the indicated and ordered dimensions and weight.If the customer hands over fewer or more packages, furniture pieces or pallets, or packages, furniture pieces or pallets which are larger or heavier, the client will be required to pay all additional expenses generated by this unilateral modification. In case of cancellation of the order by the customer, the customer agrees not to hand over the packages, furniture pieces or pallets to the courier driver of Magic Movers network or the selected courier service provider, if he arrives at the pick-up address - this will incur a surcharge of 50% of amount that was paid. In case that the customer does hand over the packages, furniture pieces or pallets, the client will be responsible for all the expenses incurred.

Any additional costs, incurred due to the fact that the customer decided to send more items than booked in the order process, or sent oversized or overweight shipments will be exclusively borne by the customer. Magic Movers reserves the right to demand from the customer the reimbursement of expenses, covered by Magic Movers on behalf of the client, even if such expenses are invoiced by the courier company or trusted partners after the conclusion of the transport service. Magic Movers reserves the right to charge an administrative fee of up to twenty five (25) EUR for the handling of additional costs, incurred due to the fact that the customer decided to send more items than booked in the order process, or sent oversized or overweight shipments.

If the number of items, weight or size of the package, furniture pieces or pallet exceeds the limit, specified by the user at the time of booking the transportation service through Magic Movers network by accepting these Terms and Conditions, the client agrees that Magic Movers is allowed to:

  • make an additional surcharge to the credit card with which the customer made the booking according to the applicable price list, if the package, furniture piece or pallet does exceed the maximum weight or size allowed by the selected transport provider / courier service provider; or,
  • make an additional surcharge to the credit card with which the customer made the booking for an amount determined by the selected transport provider / courier service provider under the nature of contractual penalty for overweight or oversize, if the package, furniture piece or pallet exceeds the maximum weight or size, allowed by the selected transport provider / courier service provider. Alternatively, the selected transport provider / courier service provider may choose to refuse carriage of the package and not charge the contractual penalty.

In case that Magic Movers would not be able to make additional charges automatically to the credit card with which the customer made the booking, the customer will be notified of this in writing and customer must pay the additional amount, indicated within a maximum period of seven (7) days. Such notice is considered enforceable without a judicial declaration. In case that Magic Movers does not receive the payment within the above mentioned period, the customer is obligated to cover the costs of the executive collection procedure.

Confirmation and cancellation of the order

After placing an order through our website, the customer is provided with an order number which confirms that his order has been accepted and sent for further processing. Except for orders placed by registered B2B PREMIUM users which placed the order while being logged in, all orders are non-refundable after the customer places the order except if the customer made direct contact via email to info@magic-movers.com prior to placing an order, confirming that order is made provisionally. A package is considered to have been picked-up successfully if the tracking information of Magic Movers Network / selected transport provider or courier company indicates that it has been collected.

Magic Movers will keep the customer notified more in advance but reserves the right to confirm the customer will receive a confirmation message by email between one (1) to three (3) days before the pick-up, which indicates that the order is processed.

The customer expressly agrees to waive the right to cancel the Agreement with Magic Movers at the moment when Magic Movers submits the order details to Magic Movers Network or the selected courier services provider. If the customer decides to cancel the order before Magic Movers submits the order details to Magic Movers Network or the selected courier services provider, this needs to be done no later than 24h from placing a booking and clear information of ORDER NO needs to be advised via email to helpdesk@magic-movers.com

The customer explicitly agrees that the concluded Agreement together with the data, which relate to the order and are needed, will be provided via e-mail.

Additional insurance and booking fees are not refundable.

In case of using a 3rd party courier service As soon as it is provided to us by the selected courier service provider, Magic Movers will forward the tracking number to the client via email. With this number, the user will be able to track the process of the shipment. Rarely the order will not be confirmed if, for example, the location is inaccessible to Magic Movers Network or selected courier service provider or a national holiday or other non-business day is celebrated in the country of pick-up or in Poland.

Refunds

Full Refunds are only possible if the customer requested the refund before pick-up, or if the customer is a registered PREMIUM ACCOUNT user which placed the order while being logged in and requested the refund before pick-up. After pick-up,refunds are no longer possible.

Customers who placed the order through their PREMIUM Magic Movers account and request the refund of said order may be refunded only if the shipment has not yet been collected by Magic Movers Network or selected couriers. If the refund has been requested and, in any case, the customer hands over the parcels to the Magic Movers Network or selected courier, the service will be considered as accepted and the refund will not be granted.

If granted, the refundable amount will be granted as a credit in the customer’s Magic Movers account which could be used for future orders. If the payment with credits option is not available for the customer, the refundable amount will be refunded to the same payment account that the customer used to place the order (credit card, bank account, etc.).

Additional insurance and flexible booking fees are not refundable.

In case that a refund is granted, the amount refunded will be available to the customer within fourteen (14) days from the moment Magic Movers informs the customer about the admissibility of the refund.

Cancellations in case of pricing changes

Magic Movers reserves the right to charge the customer in case that there is an abrupt change of pricing for the route selected by the customer at the moment of placing the order, prior obtaining authorization from the customer for this extra charge. In case that the customer refuses the extra charge for the change of pricing in the selected route, Magic Movers reserves the right to offer to the customer a full refund and do not forward the order for transportation services to any of transport providers.

Payment options

All payment transactions processed through our website are secured with SSL certificates which ensure that communications between the user’s server and our website are encrypted and secure.

When booking service through our website, Magic Movers offers to its customers the following payment options:

5.1 Payment via credit card

If the customer opts for this payment method, before confirming the order the client must enter the information of the credit card with which the payment for booking transportation services will be processed.

All credit card payments are made directly through the secure system of PayU, our partners for payment processing solutions, and their banking partners. Magic Movers does not store any information about credit cards since the entire payment verification process is carried out by PayU and its banking partners directly.

It is the responsibility of the customer that selected credit card to make payment of the booking of transportation services is active and has sufficient funds available to successfully process the transaction. Any additional charges, generated in case the credit card is rejected by any reason, will be borne solely by the customer.

5.2 Payment via bank transfer

If the customer opts for this payment method, the order will not be confirmed immediately and will only be confirmed once Magic Movers receives a confirmation of successful bank transfer for the total amount of the booking. The customer will receive an email by Magic Movers with instructions on how to pay, including the bank, Magic Movers bank account, the amount to be transferred, currency etc.

Any bank-related charges, generated by the bank transfer, will be exclusively borne by the customer. If the amount, received in Magic Movers bank account, is less than that which should have been deposited, the order will not be confirmed and information about this fact will be provided to customer immediately after receiving insufficient funds.

The customer has a maximum of thirty 14 calendar days to send an email to helpdesk@magic-movers.com attaching a copy of the confirmation of successful bank transfer. The confirmation of successful bank transfer should be sent by the customer before the selected pick-up date. If it is not received before the selected pick-up date, a new pick-up date will be arranged only after confirmation of successful bank transfer is received. It is the sole responsibility of the customer to inform Magic Movers about bank transfer. When this confirmation is received by Magic Movers, the customer will receive an email confirming the order. If no confirmation of successful bank transfer is received within thirty (14) days, the order will be cancelled without further notification.

Packaging, labelling and pick-up

General information

The customer is responsible for providing a complete and exact address for pick-up and delivery of the object, furniture piece or pallet, and any other relevant information to facilitate pick-up and delivery. Furthermore, the customer is responsible for printing out the identification label, in case that it is required because of the type of service purchased or due to specific requirements of the selected courier service provider. The customer is the sole responsible for assuring that the right label is placed on the right parcel, even in cases where the courier company prints the label.

During the booking process, the customer must specify the local telephone number in the country of pick-up and delivery on which someone will be available at the time of pick-up and delivery.Our aim is to keep the customer aware of our arrival and therefore a courtesy call 30min before arrival or when requested longer in advance, will be made and is guaranteed only if The driver of Magic Movers Network is assigned to complete the collection. If the selected transport partner or selected courier service provider will come to the address, Magic Movers can not be held responsible for their communication yet Magic Movers will make every effort to be sure customer is aware of the planned pick-up, at all times driver will knock on the door of the building and wait for the package, furniture piece or pallet to be delivered. If no one opens the door (if no one is present in the direction, if there is a buzzer at the address and no one answers or if the use of a special permit or an access card is required to enter the premises) the driver will leave. If the order is large and requires more than one person / pallet truck to handle the collection, Magic Movers must be informed when booking is placed on Magic-Movers.com

  • only driver of Magic Movers Network can assist with lifting and loading of heavy items which needs to be reported when placing a booking i EXTRA INFO section of the booking
  • Driver can refuse to help if he deems his health and safety can be at risk

If the pick-up is missed The next attempt of picking up the package, furniture piece or pallet will be conducted following the same procedure; if it cannot be done, the order will be cancelled without the customer being entitled to a refund of the amount paid.

Before the pick-up, the customer must remove all old labels or address information attached to the transported object. To avoid confusion in delivery, only the address of the recipient should be pasted on the package, furniture piece or pallet. Furthermore, the customer is the sole responsible for assuring that the right label is placed on the right parcel, even in cases where the courier company prints the label.

The client agrees that unless Magic Movers is responsible for packaging which needs to be requested when placing a booking, packaged goods must have a suitable outer and inner packaging, according to the type of items to be transported. The packaging must be appropriate according to the weight and content of the shipment. The packaging must be suitable for transport and handling at the logistics centers of the selected courier service provider. Customers must make sure that the whole object is wrapped so that sharp objects on the outside cannot damage other shipments. On the inside, the package, furniture piece or pallet must have suitable packaging, for example, bubble-wrap to prevent breakage and damage of the transported items. All pieces left inside the furniture like shelves, holders, keys, metal constructions must be wrapped and firmly attached to the base of the furniture to preven it’s movement during the carriage.

If the items are not properly packaged inside and outside or are oversized or overweight, the insurance will not be valid and the customer will not be entitled to a refund. The client is solely responsible for damages and losses of all objects or pallets packaged improperly or that exceed the size and weight limits. The Magic Movers or the courier company can also reject the claim for insurance reimbursement if they consider the object to be dangerous and could damage other parcels during transportation.

In case Magic Movers is selected to package the item, driver will take care of protecting the goods in order to deliver them safely to one of our transport warehouses where additional protection will be provided when and if needed.

In case that the route selected by the customer during the order process is subject to customs clearance, the customer is obliged to provide the invoice containing all required informations of exporter with it’s EORI number clearly displayed on the invoice. With items made of exotic wood species eg. brazilian rosewood, invoice must contain latin description of wood. Invoice must be sent via email to info@magic-movers.com. Not doing so can result in the order not being scheduled for collection.

In the event that the user violates these Terms and Conditions and/or the General Terms and Conditions of the selected courier service provider, said courier company or the customer, and not Magic Movers, will be responsible for all damages and expenses incurred during the transportation.

The customer is responsible for payment of all taxes related to transportation (i.e, customs and other taxes) and is obliged to pay them promptly. It is customary that the person at the delivery address covers for the custom clearance costs, in case the delivery contact is not the customer. If for any reason Magic Movers were to pay any of these expenses, losses or taxes, the user is obliged to reimburse Magic Movers within seven (7) days after the date of issuance of a receipt for reimbursement by Magic Movers. Such notice provides executive merit. Should Magic Movers not receive the payment within that period, the customer is obligated to cover the costs of the executive collection procedure.

By accepting these Terms and Conditions, the client agrees for Magic Movers to transfer the data, obtained from the customer during the order processing through

Magic-Movers.com, to the selected courier service provider, according to the procedure, described in Magic Movers privacy policy

Packaging, labelling and pick-up of objects and furniture pieces

STANDARD SERVICE

When booking transportation services, the customer agrees for the object to be available at the ground floor of pick-up address for Magic Movers Network driver or the selected courier service provider to collect it from 8:00 to 20:00. Due to unforeseen factors related, a pick-up can be performed before or after this time. Rarely, due to unforeseen factors and only after advance contact magic Movers can carry out the pick-up on the other business day.

If the driver is not present to pick-up on the pick-up date, the customer, according to these Terms and Conditions, assumes the responsibility of informing Magic Movers immediately about this fact, so that Magic Movers can resolve any difficulties directly with the transport provider involved.

The package or furniture piece must be properly packaged for transport and handling at Magic Movers or it’s partners logistics centers. The surface of the package should allow for the identification label of the shipment to adhere and fixed by the driver at the time of pick-up. The customer is the sole responsible for assuring that the right label is placed on the right parcel, even in cases where the courier company prints the label.

IN HOME DELIVERY collection procedure

When booking transportation services with the service “IN HOME DELIVERY”, the customer agrees for the object, furniture piece or pallets to be available at the ground floor ( unless otherwise stated when placing a booking) of pick-up address for the transport provider to collect it from 8:00 to 20:00. Magic Movers or The selected courier company will contact the customer before or on the day of the pick-up in order to confirm the pick-up. There will be no pick-up until a specific date and time are arranged in advance between the customer and transport provider. Due to unforeseen factors, the pick-up can be performed before or after this date. Rarely, due to unforeseen factors, the selected courier service provider can carry out the pick-up on the next business day.

If the driver of the selected courier service provider is not present to pick-up on the pick-up date, the customer, according to these Terms and Conditions, assumes the responsibility of informing Magic Movers immediately about this fact, so that Magic Movers can resolve the situation and or arrange second pick-up attempt.

The shipment must be ready for transportation at the time when the driver arrives for pick-up. This means that all items that are to be transported must be properly packed and prepared for transportation. In case of a pallet, the shipment should be properly packed, fixed within the stackable and secured for transportation. Magic Movers must be notified when booking is made about the number of porters/pallet truck or other equipment which will be required to load the goods on the vehicle. Without advance notification Magic Movers deems sender as person responsible for help in loading the goods.

  • only driver of Magic Movers Network can assist with lifting and loading of heavy items which needs to be reported when placing a booking i EXTRA INFO section of the booking
  • Driver can refuse to help if he deems his health and safety can be at risk

At the time of pick-up or after the shipment arrives at the depo, the driver adheres the identification label on the shipment. When and if packaging service needs to be completed by Magic movers staff, we require the object to be available on the flat surface with enough room around the object to provide required service. Unless otherwise stated when placing the booking, Magic Movers deems sender as person responsible for help in packaging the goods where necessary.

Fragile and Heavy items - collection procedure

When booking transportation services with the “Packaging required” service , the customer agrees for the object, furniture piece or pallets to be available at the ground floor ( unless otherwise stated when placing a booking) of pick-up address for the transport provider to collect it from 8:00 to 20:00. Magic Movers or The selected courier company will contact the customer in advance of the pick-up in order to confirm the pick-up. There will be no pick-up until a specific date and time are arranged in advance between the customer and transport provider. Due to unforeseen factors, the pick-up can be performed before or after this date. Rarely, due to unforeseen factors, the selected courier service provider can carry out the pick-up on the next business day.

If the driver of the selected courier service provider is not present to pick-up on the pick-up date, the customer, according to these Terms and Conditions, assumes the responsibility of informing Magic Movers immediately about this fact, so that Magic Movers can resolve the situation and or arrange second pick-up attempt. Magic Movers Network driver will arrive to collection point, with sufficient material or transport crate to ensure safe transition of goods between the collection address and Magic Movers warehouse. All items received in Magic Movers warehouses are checked against damages and if required additional packaging is provided.

All glass or stone items must be transported in wooden transport crates to comply with insurance standards.

Magic Movers must be notified when booking is made about the number of porters/pallet truck or other equipment which will be required to load the goods on the vehicle. Without advance notification Magic Movers deems sender as person responsible for help in loading the goods.

  • only driver of Magic Movers Network can assist with lifting and loading of heavy items which needs to be reported when placing a booking i EXTRA INFO section of the booking
  • Driver can refuse to help if he deems his health and safety can be at risk

At the time of pick-up or after the shipment arrives at the depo, the driver adheres the identification label on the shipment. When and if packaging service needs to be completed by Magic movers staff, we require the object to be available on the flat surface with enough room around the object to provide required service. Unless otherwise stated when placing the booking, Magic Movers deems sender as person responsible for help in packaging the goods where necessary.

Delivery

7.1 Standard Delivery

The customer is responsible for providing a complete and exact address for pick-up and delivery of the object, furniture piece or pallet, and any other relevant information to facilitate delivery. The address details should fit in the designated area in the booking process, and not be included in the “comments field”; otherwise, Magic Movers Network might not receive the complete information needed for a successful pick-up and delivery. The delivery should be done in an easily accessible place; unless otherwise stated when placing the booking the driver of Magic Movers or other service provider must be able to park the truck at least twenty-five (25) meters from the indicated delivery point. Standard delivery service is service provided to the first door of the building. Under no circumstances, without advance agreements The driver of Magic Movers or the selected partner is not obliged to deliver any items into upper floors. Any violation to this will result in delivery attempt being cancelled and further re delivery costs implied.

On the date of delivery, which is always advised with minimum 24h advance notice the recipient must be at the delivery address in the time window advised by Magic Movers office staff. The recipient can also authorize a person to pick-up the shipment on its behalf. In some cases, the package can be sent to an alternate address.

By indicating the delivery address in the booking process, the customer guarantees that it is a standard delivery address publicly known, in which shipments are received regularly. An indication of a generic address, such as a port, where there may be a failed delivery, is not enough. Consequently, the shipment will be returned to the sender at the expense of the customer. In the case of new buildings, by accepting these Terms and Conditions the customer confirms that the address is already known to transportation service providers and that he or she has already received shipments to this address in the past.

If delivery is not successful on the day scheduled for a reason, not pertaining to the transport provider (i.e, because the person appointed to receive the delivery is not present), in most of the countries the next delivery attempt will be made on the next few business days. In the absence of the client, delivery will be considered effective against consignee signature of any person, found present at the delivery address, who is willing to take the delivery of the shipment, unless there is a good reason to doubt such a person’s entitlement to take delivery. There is no obligation on the transport provider to check the identity of such a person (e.g. on the basis of an identity card).

Magic Movers network or other service provider is entitled to deliver the object, furniture piece or pallet to an alternate address (neighbouring address,or other appointed address confirmed by the recipient). In this case, the driver will leave a note with the location of delivery of the shipment on the main address indicated.

Magic Movers does not guarantee transportation and shipment delivery to a different address than initially indicated by the client when booking transportation services through the website Magic-Movers.com. In the case that the customer corrects the address timely, the new address will be forwarded to the drivers schedule and used as the delivery address for the purposes of these Terms and Conditions; additional forwarding expenses are borne solely by the customer. Any change in delivery address must be confirmed in writing by email to info@magic-movers.com or by SMS text message to office worker responsible for drivers schedule.

Upon delivery by Magic Movers Network driver Any damages to the shipment must be reported within 7 days from receipt of the goods in accordance with CMR road transport convention yet clear remark on the CMR international delivery not should be made to confirm that goods are accepted unchecked. Any damages confirmed when receiving the delivery from 3rd party agents must be reported at the moment of the delivery by filling a damage report with the driver or by signing with reservation the proof of delivery. Otherwise, the selected courier company or the insurance company may reject any claim for damages.

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

  • the shipment is handed over to anyone 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;
  • after multiple failed delivery attempts to the delivery address, the shipment is delivered in one of the warehouses of the selected courier service provider, which is near to the original delivery address;
  • the selected courier service provider has left a notice of delivery to the delivery contact person, or if this is evident through shipment tracking via the Internet; or,
  • the shipment is delivered in the delivery address to a person, who falsely presents itself as the recipient.
  • The shipment is returned back to the pick-up address after the maximum days on the courier’s warehouse.

As soon as a delivery is considered effective, it is understood that Magic Movers and or the selected transport provider are exempted from responsibility for transportation.

7.2 IN HOME DELIVERY

The customer is responsible for providing a complete and exact address for pick-up and delivery of the object, furniture piece or pallet, and any other relevant information to facilitate delivery. The address details should fit in the designated area in the booking process, and not be included in the “comments field”; otherwise, Magic Movers Network might not receive the complete information needed for a successful pick-up and delivery. Magic Movers or other service provider must be able to park the truck at least twenty-five (25) meters from the indicated delivery point. With “IN HOME” delivery services Magic Movers ensures safe delivery of object or furniture piece to desired place (room of choice) on the floor advised when placing the booking. Wherever required Magic Movers or it’s partners will provide enough workforce to perform the delivery in safe way. IN HOME delivery service does not include mounting or dismantling any obstacles which prevent safe access to the desired room of choice or are creating health and safety risk to porters involved. IN HOME delivery service is offered only as an option and needs to be confirmed when the booking process is made by Magic Movers office staff. Questions made by Magic Movers office staff relating to IN HOME delivery must be answered correctly. Unless otherwise agreed in advance, Magic Movers and it’s partners do not provide any lifting equipment, hoists or outdoor lifts. If the service cannot be completed due to no fault of our own, Magic Movers will either deliver to 1st door on ground floor or return the goods to warehouse or sender without the right to refund. Magic Movers and it’s transport partners are not held responsible for any damages to wall or floor surfaces, which should be properly prepared and secured by the recepient.

Upon delivery by Magic Movers Network driver Any damages to the shipment must be reported within 7 days from receipt of the goods in accordance with CMR road transport convention yet clear remark on the CMR international delivery note should be made to confirm that goods are accepted unchecked. Any damages confirmed when receiving the delivery from 3rd party agents must be reported at the moment of the delivery by filling a damage report with the driver or by signing with reservation the proof of delivery. Otherwise, the selected courier company or the insurance company may reject any claim for damages.

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

  • the shipment is delivered to desired room of choice
  • the shipment is delivered to an alternative address following confirm ation of the recipient;
  • The shipment is returned back to the pick-up address due to no possibility of delivery at address caused by no fault of our own or after the maximum days on the courier’s warehouse were reached.

As soon as a delivery is considered effective, it is understood that Magic Movers and or the selected transport provider are exempted from responsibility for transportation.

Insurance, claims and complaints procedure and forbidden items

Insurance, responsibility and insurance coverage

Magic Movers does not act as an insurance company. Standard shipping insurance provided by Magic Movers is covering damages of items up to the value of 1000€

Additional all risks insurance can be provided at rate of 2% of value for all items not consisting glass or stone.

Additional all risks insurance can be provided at rate of 3.5% of value for all items consisting glass or stone - those must be transported in wooden transport crates.

All orders are ensured in accordance with the Convention on the International Carriage of Goods by Road Contract (CMR).

If the shipment contains items of greater value compared to the maximum insurance coverage, the user is required to purchase additional insurance directly on our website. Additional insurance must be booked in the ordering process and is charged according to the rates above.

At the customer request, Magic Movers shall cede all claims and rights arising from the transactions, concluded on its own name on behalf of the customer, including the claims under the responsibility of the selected transport provider for the non-fulfilment or improper fulfilment of the courier services. The customer is obliged to recover or enforce the claims and rights against the courier service provider.

In the case of loss, Magic Movers offers customer support in submitting complaints to the selected transport provider. However, the decision about the admissibility of the insurance is made solely by the insurance company.

The insurance does not apply in case of:

  • inappropriate packaging;
  • unconventional shipments;
  • transportation of forbidden items (as listed in section 10.4) and items for which our services are not recommended without previous notice to us;
  • transportation of electronic devices (such as televisions, mobile phones, computers and other electronic equipment) without original packaging; in case of a lost parcel, in order to activate the insurance, pictures of the electronic device in its original packaging, taken before shipping the item, have to be provided;
  • shipments for which delivery is considered effective according to Section 7 of these Terms and Conditions;
  • Designer or tailormade clothing. Clothes, in general, can only be reimbursed for up to 200 EUR per item.
  • In case of usage of the standard service the maximum insurance reimbursement is 1000 EUR per whole consignment.
  • Claims that are not supported by evidence of the true value of the damaged or lost item. The only acceptable proof of value is the original invoice (VAT rate and amortization will be deducted from the original price of the item accordingly).
  • switched parcels which occur when the wrong labels are attached to the incorrect parcels;
  • damages are caused by terrorism, natural disasters;
  • the customer did not provide enough evidence (photographic or written material) that proves the parcel was in perfect condition before collection; or,
  • the user has violated these Terms and Conditions in any way.
  • under no circumstances Magic Movers is liable for loss of sale or value of items not sufficiently packed or damaged due to wrong packaging

The driver of Magic Movers Network or other transport provider is allowed to refuse collection of parcels that are clearly inadequate (too heavy, too big, inadequately packaged) but is not obligated to check the adequacy of the packaging or the contents of the parcels. This means that the driver can still accept the items even if they are not packed in accordance with these Terms and Conditions or if they contain items on the prohibited list. In such a case, all extra costs related to the shipment of items of inadequate packaging or with forbidden contents will be borne exclusively by the customer. Furthermore, if purchased, the extra insurance coverage will not apply to these items.

Magic Movers is not responsible for any loss of profits, originated in any of the numerals described above.

Claims procedure

A claim regarding the service being not fully or partly provided, specifically related to a damage, loss or lack of the package goods, which arose from their collection to delivery.

In cases of a complaint submitted no more that 7 days after the package was delivered please contact us via email: info@magic-movers.com

A complaint submission should include:

  • Order number
  • A CMR document, signed visibly
  • Amount of the claim
  • A document that confirms value of the claim. ( In cases where a claim is related to a damage of the package – an invoice or a receipt stating the value of the good. )
  • Bank name and the billing info, where the compensation is expected to be transferred

A submitted complaint handling time is set up to 14 days from the day complaint was reported.

Forbidden items

With the adoption of these Terms and Conditions, the client agrees with the list of forbidden items herein and declares that they will not send any object on this list, or any item that is prohibited by the Terms and Conditions of the selected courier service provider or by the laws of the country in which the pick-up or delivery address is located.

The customer agrees not to send stolen goods or goods not in free circulation under the legislation of the European Union.

Magic Movers prohibits the sending of human remains or animal remains and organs, animals. If the client decides to send forbidden items anyway, they will be solely responsible for all damages and expenses incurred.

Among the forbidden items, all hazardous substances and substances requiring special permits for transportation, special handling or specific documentation are also included.

Examples of forbidden items are:

  • animals and animal products or remains;
  • arms and ammunition;
  • hazardous substances and objects;
  • flowers and other plants;
  • human remains and funerary urns;
  • illegal objects;
  • medical samples;
  • objects that need an environment with a controlled temperature;
  • pornography;
  • prescription drugs and other pharmaceutical products;
  • tobacco;
  • food (including food in liquid form);
  • aerosols and perfumes;
  • Documents, cash, credit cards, vouchers and tickets;
  • items that can damage other parcels during the transport;
  • 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);

Magic Movers has the right to decline to deal with parcels whose content is of a dangerous or damaging nature, or likely to harbour or to encourage vermin or other pests, or liable to taint or affect other goods. If such parcels are handed over, the company reserves the right at the expense of the customer to remove or otherwise deal with the parcels with no further notice. In such a case, the customer shall be liable for all loss or damage arising in connection with such parcels and shall indemnify the selected courier company and/or Magic Movers against all penalties, claims, damages, costs and expenses whatsoever arising in connection therewith, and the parcels may be dealt with in such manner as the company or any other person in whose custody they may be at any relevant time shall think fit.

Global routes

In case that the route selected by the customer includes a country that is not, at the moment of placing the order, a member of the European Union, the customer is aware and agrees to the following:

  • The shipper is responsible to provide the original or a copy of the original commercial invoice or any other document required by the courier company and/or by the customs authorities. If any customs authority requires additional documentation for the purpose of confirming the import/export declaration, it is the shipper’s responsibility to provide the required documentation at its own expense.
  • The original or the copy of the original commercial invoice should not include VAT on the price breakdown.
  • The courier may reject the collection or even return the parcels back to the shipper, applying extra costs for which the customer is solely responsible, in case that the documentation required is not provided or are not according to the regulations.
  • The shipper certifies that all statements and information provided relating to the exportation and importation of the shipment will be true and correct and acknowledges that in the event that untrue or fraudulent statements about the shipment or any of its contents are made, a civil claim and/or criminal prosecution the penalties for which include forfeiture and sale of the shipment could arise.
  • To the extent that we may voluntarily assist you in completing the required customs and other formalities, such assistance will be rendered at your sole risk. You agree to indemnify us and hold us harmless from any claims that may be brought against us arising from the information you provide to us and any costs we will incur regarding this and pay any administration fee we may charge you for providing the services described in this condition.
  • Any customs duties, taxes (including but not limited to VAT if applicable), penalties, storage charges or other expenses Magic Movers incurs as a result of the actions of customs or other governmental authorities or the shipper’s or receiver’s failure to provide proper documentation will be charged to the customer or the receiver of the shipment. In the event that Magic Movers decides to charge the receiver and the receiver refuses to pay the incurred charges, the customer agrees to pay them to us together with our fee for the administration involved as well as any extra costs we will incur.
  • The shipper confirms that the contents of the shipment are not restricted by IATA, ICAO, IMDG or ADR and are not prohibited items, and, in case that they are, the customer is obliged to advise Magic Movers prior to the collection.
  • The courier may reject a collection in case that the service cannot be provided for any reason which is out of Magic Movers control such as remote locations or sanctions imposed to the pickup country (embargo).
  • We will endeavour to expedite all customs clearance formalities for your shipment but are not liable for any delays, losses or damage caused by interference from customs officers or other governmental authorities.

Applicable Law and Jurisdiction

Unless mandatory rules of the country in which the customer 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 Republic of Poland;
  • all possible disputes arising from these General Terms and Conditions or from the contracts to which these Terms and Conditions apply will be resolved in the courts of Republic of Poland; and,
  • in case of differences in meaning between the various translations of these Terms and Conditions, the text originally written in the English language shall prevail.