Terms & conditions

1. Scope and order of precedence

These terms apply to our public website, transport inquiries, quotations and transport services confirmed by us unless an individually confirmed provision takes precedence.

A specific quotation, order confirmation or written addendum prevails over general website information where they conflict. Mandatory statutory rights remain unaffected.

2. Inquiry, quotation and contract

An inquiry submitted through the website, customer portal, email, telephone, WhatsApp or WeChat is non-binding and does not create an obligation to transport.

A transport order is formed only when we expressly confirm it in writing or begin performance on the basis of clearly agreed order data. A quotation applies only to the shipment, route, timing and conditions stated in it.

3. Customer responsibilities

The customer must provide complete and accurate information in good time, including:

• cargo description, quantity, unit dimensions, unit and total weight, centre of gravity, value or sensitivity where relevant;
• stackability, horizontal rotation, packaging, labelling and securing requirements;
• complete pickup and delivery addresses, contacts, time windows and access conditions;
• required loading aids, docks, forklifts, cranes, tail lifts or small-truck delivery;
• dangerous-goods, customs, import, export, sanctions or other regulatory requirements.

Changes must be reported immediately. Incomplete or changed information may require reassessment, a revised price, delay or rejection.

4. Price and payment

Prices are based on confirmed order data. Additional services or deviations, including waiting time, a second attempt, changed dimensions, restricted access, additional equipment, customs work or permits, may be charged where contractually and legally permitted.

Payment method, due date, taxes and any further charges are stated in the quotation, order confirmation or invoice. A payment can be allocated only when the required order and payment references are available.

5. Performance and transport partners

We may appoint suitable carriers, freight forwarders and other transport partners. Pickup and delivery times are estimates unless expressly confirmed as binding in writing.

The customer must ensure that the cargo, documents, loading site and consignee are ready at the agreed time. Cargo acceptance remains subject to final review before or at pickup.

6. Changes, cancellation and refunds

Our Cancellation & refund policy applies. Costs already incurred for partners, dispatch, empty running, waiting, permits or performed services may be taken into account.

7. Liability, complaints and applicable law

Liability, limitation periods and claim requirements are governed by the individually agreed terms and mandatory applicable law. This page does not exclude rights that cannot lawfully be excluded.

Damage, shortages or service issues should be reported promptly with the order reference and available evidence to info@hangkai.de. Applicable law and any competent court must be determined from the specific contract and mandatory rules.