Terms and conditions

1. Applicability

These conditions apply to all offers, quotes and orders of DZH Transport, based in Heesch. Deviating arrangements only apply when confirmed in writing.

2. Prices, calculator and quotes

All prices on this website — including the results of the calculator — are indicative from-prices, excluding VAT. They are meant to give a realistic picture in advance; no rights can be derived from them.

Only the quote you receive from us is binding; it states the final amount, the VAT and the validity period. If the job on site differs materially from the request — different weight, extra stops, waiting time — we always agree additional costs with you first.

For shipments we receive and forward on your behalf, the weight and dimensions are only known once the parcel reaches us. The amount shown beforehand is therefore an estimate and not binding: we calculate the final price from the measured weight and dimensions of the shipment. A rate change by the carrier can affect the amount as well. You receive the final price on the invoice, which you settle before we ship.

3. Response time

We make every effort to respond to each request within 60 minutes, every day between 8am and 6pm. This is a best-efforts obligation, not an obligation of result: no rights can be derived from a response failing to arrive or arriving later.

4. Purchasing services

For services where we purchase on your behalf — the personal shopper, through which we order online from web shops for you and forward the items to you via our warehouse, and comparable orders — the purchase amount and our costs (a fixed fee per order, commission and processing costs) are paid in advance; shipping to you is charged later, as for any other parcel. We do not advance purchase amounts and start the assignment after receipt of payment.

If a requested item turns out to be unavailable, we act as you chose for each item when ordering: we contact you, buy a similar item up to the amount you specified, or skip the item. For an item we do not buy, you receive the purchase amount back via a credit note; the fee remains due.

5. Vehicle transport with a driver

For vehicle transport our driver drives the vehicle himself, on the vehicle's own running insurance. The vehicle must be insured and roadworthy, with cover in every country on the route; the client warrants this. Without that cover the assignment cannot be carried out. Non-running or damaged vehicles are accepted on request only.

We carry out this service within Europe: the countries of the European Union, together with Switzerland, Monaco, Andorra and the United Kingdom. Destinations outside Europe fall outside this service.

6. Storage

For shipments we receive and hold for you — including the reshipper service — the first 7 days of storage are free; after that we charge € 1.00 per parcel per day, excluding VAT.

7. Surcharges

Register every parcel in your account before it arrives. For a parcel that reaches our warehouse without registration or without your customer code, we charge € 4.95 for identifying and matching it, excluding VAT.

For a parcel heavier than 20 kg or longer than 100 cm, a surcharge of € 4.95 applies on receipt, excluding VAT.

For destinations outside the EU you enter a description, value, origin and commodity code for each item. If you do not and we complete it for you, we charge € 4.95 per shipment, excluding VAT.

A parcel larger than 175 × 78 × 58 cm or heavier than 30 kg is an XL parcel. For an XL parcel we charge an XL surcharge and you get the price from us, made to measure. If your parcel is too large for regular shipping, we will check whether pallet transport is possible. If that is too expensive or not possible, the parcel is returned and the costs are for you. A parcel that is too large or too heavy is at your own risk.

8. Liability

For domestic transport we declare the General Transport Conditions (AVC, latest version) applicable. For cross-border road transport the CMR convention applies by operation of law.

Our liability for damage to or loss of the cargo is limited to the thresholds set by the AVC and the CMR convention respectively. Insurance, if you choose it, gives more certainty; see article 9.

Report damage within 48 hours of delivery, with photos of the shipment and the packaging; have visible damage noted by the courier straight away. Personal belongings left in a vehicle or shipment outside the scope of the order are not covered.

The customer is responsible for a correct and complete delivery address and confirms the address before it is saved in the account. Costs arising from an incorrect or incomplete address — a return, a new label, reshipping — are for the customer's account.

9. Insurance

A shipment with a carrier is only insured if you choose insurance and pay for it before you press Ship. You see the price in advance; it appears as a separate line on the invoice. A purchase through the personal shopper we insure up to the purchase value, at most the maximum possible for the route, also as a separate line on the invoice for the shipment. If such a purchase outside the Netherlands and Belgium is worth more than the carrier insures for the route (€500), we insure it where possible with our insurer, through the additional insurance, up to the purchase value and at most €2,500 per shipment; you agree to its terms when you order. If that is not possible, the carrier insures it up to its maximum. Jewellery, art, collectibles and, with PostNL within the Netherlands and Belgium, electronics over €250 are paid by the carrier, even when insured, only up to its normal liability.

If you do not choose insurance, only the carrier's liability applies, under its own terms. If something goes wrong, we file the claim with the carrier and pass on what it pays out; on top of that we pay nothing ourselves.

Report damage within 48 hours of delivery, with photos of the shipment, the packaging and the damage; have visible damage noted by the courier straight away. Report a loss as soon as the expected delivery date has passed. Keep the box and the contents until the claim is settled.

Insurance covers loss, theft and damage in transit, up to the insured amount and never more than the proven purchase value or the maximum for the route. Things that cannot be insured include prohibited goods, cash, securities and precious metals, and whatever else the insurer excludes. The carrier does not insure collectibles, art and jewellery; you can only insure those with our insurer, if My DZH offers it for your shipment. For fragile contents the insurance does not cover breakage, only loss and theft; DPD and GLS do not pay for breakage of glass, porcelain and the like, and insurance is not possible with DPD. Once we have started packing, the price of the insurance is not refunded.

10. Cancellation

Cancellation costs nothing as long as the driver has not yet departed and no costs have been incurred for you, such as booked tickets or completed purchases. After that, we charge the costs actually incurred.

11. Final provisions

Dutch law applies to all orders. Questions or complaints about an order can be raised via the contact details at the bottom of this page; we handle every complaint on its merits.