Terms and Conditions

01Our Services and Role

Carways Logistics OÜ provides vehicle transport coordination and freight forwarding services across Europe. We arrange transportation for cars, motorcycles and other vehicles by identifying and coordinating with independent professional carriers. Unless expressly agreed otherwise, Carways Logistics OÜ does not physically transport the vehicle and does not take possession of the vehicle. Physical transportation is performed by an independent carrier assigned to the shipment. The carrier remains responsible for the actual operation of the transport vehicle, loading, physical transportation, unloading and the carrier obligations arising from the transport.

02Booking and Transport Information

The customer must provide complete and accurate information necessary to arrange transportation, including:

• pickup and delivery locations
• vehicle make and model
• vehicle condition
• whether the vehicle runs and drives
• relevant dimensions where required
• modifications or unusually low ground clearance
• known damage or loading restrictions
• correct pickup and delivery contact information

If information supplied by the customer is inaccurate or changes after booking, the transport price, carrier availability or estimated schedule may change. Carways will inform the customer of any material change before proceeding where reasonably possible.

03Carrier Assignment

Carways selects an independent carrier based on the route, vehicle information, availability and transport requirements. Where appropriate, Carways may review carrier company information, transport documentation and insurance information before assignment. Carrier details are provided to the customer once the shipment has been assigned. The coordination service is considered substantially completed once a suitable carrier has accepted the transport order and the assignment has been confirmed to the customer, subject to applicable consumer law.

04Pickup and Delivery

Pickup and delivery dates and times are estimates unless expressly confirmed in writing. Transportation may be affected by circumstances including traffic, weather, previous loading or delivery operations, road restrictions, legal driving limits, border conditions, mechanical problems and other circumstances outside reasonable control. The customer must ensure that the vehicle is accessible at the agreed pickup location and that an authorised person is available where required.

05Pricing and Payment

The agreed quote may consist of separate amounts, including: Carways coordination service fee, applicable VAT, third-party platform fees where disclosed, and the amount payable for physical transportation by the carrier. The Carways service fee may be payable before carrier search and coordination begins. Unless otherwise agreed, the remaining carrier transport amount may be paid directly to the assigned carrier according to the payment terms confirmed for the shipment, including payment upon delivery where applicable. All fees and payment arrangements will be communicated to the customer before payment.

06Vehicle Condition and Special Requirements

The customer must inform Carways before booking if the vehicle: does not run or drive normally, cannot roll, steer or brake, has missing keys, is modified, has unusually low ground clearance, is oversized, has accident damage or requires special loading equipment. Failure to disclose relevant vehicle information may result in delays, cancellation or additional transport costs. Any additional charge will be communicated to the customer where reasonably possible before the transport proceeds.

07Vehicle Inspection and Transport Documents

The vehicle should be inspected at pickup and again at delivery. Existing damage should be recorded on the applicable transport document, CMR consignment note, condition report or other document used by the carrier. The customer or authorised pickup and delivery representatives should review the vehicle condition before signing transport documentation.

08Damage, Loss and Claims

Physical transportation is performed by the assigned independent carrier. If loss or transport damage occurs, the customer should notify the carrier and Carways as soon as reasonably possible and provide supporting documentation, including photographs and relevant transport documents. Visible damage should be recorded before the delivery documentation is signed whenever reasonably possible. Claims relating to physical transport damage are generally handled with the carrier responsible for the transportation and under the carrier applicable liability or insurance arrangements. Carways will reasonably assist the customer with obtaining relevant carrier details and documentation. Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law.

09Cancellation and Refunds

A customer may request cancellation in writing. If the customer cancels before Carways has begun performing the coordination service, the Carways service fee will generally be refunded in full. If the customer asks Carways to begin providing the coordination service and later cancels before completion, Carways may retain or charge an amount proportionate to the services already performed, where permitted by applicable law. If Carways is unable to arrange a suitable carrier within a specifically agreed timeframe, the Carways coordination fee will generally be refunded unless the customer agrees to continue the search or accepts another arrangement. Once the coordination service has been fully performed and a carrier has been arranged and confirmed, the coordination service fee may be non-refundable to the extent permitted by applicable law. Any carrier cancellation charges, failed pickup charges or third-party costs may be charged separately only where applicable and properly disclosed.

10Consumer Right of Withdrawal

Where the customer is an EU consumer and the contract is concluded remotely, statutory consumer withdrawal rights may apply. For service contracts, the EU consumer withdrawal period generally begins when the contract is concluded and normally lasts 14 days under EU Directive 2011/83/EU. If the customer expressly requests Carways to begin performing the coordination service during the withdrawal period and later withdraws before the service is fully completed, the customer may be required to pay a proportionate amount for the service already provided. Where the service has been fully performed, the right of withdrawal may be lost if performance began with the consumer's prior express consent and acknowledgement that the withdrawal right would be lost upon full performance. Nothing in these Terms restricts mandatory consumer rights.

11Independent Carriers and Insurance

Carriers performing transportation are independent businesses and are not employees of Carways Logistics OÜ. The carrier is responsible for maintaining licences, permits and insurance required for its transport activities, including CMR carrier liability insurance. Carways does not provide separate cargo insurance to the customer unless this has been expressly agreed in writing.

12Communication

The customer must provide valid contact information and remain reasonably available during the coordination, pickup and delivery process. Important booking changes, cancellation requests and claims should be communicated in writing by email, platform message or another agreed written communication channel.

13Third-Party Platforms

Where a booking originates through a third-party platform such as a transport marketplace, the mandatory rules and conditions of that platform may also apply. Where these Terms conflict with mandatory platform requirements or applicable law, those requirements take precedence to the extent necessary.

14Applicable Law and Disputes

These Terms are governed by the laws of Estonia. For consumers, this choice does not remove any mandatory consumer protections provided by applicable law. The parties should first attempt to resolve any dispute directly and in good faith. Any further dispute resolution or court jurisdiction will be determined in accordance with applicable law.

15Changes to These Terms

Carways Logistics OÜ may update these Terms and Conditions from time to time. The version applicable to a booking is the version provided or made available to the customer when the booking is concluded, unless a later change is expressly agreed by both parties.

16Contact Information

Carways Logistics OÜ Registry code: 17607203 Järvevana tee 9, Tallinn, Estonia Email: info@carways.eu