General terms and conditions

We want our clients to always have the best overview of all the details of our cooperation. To do this, you can consult the general terms and conditions below the list our arrangements for reception, ordering, dispatch and transport of goods.

1. General terms and conditions of reception of goods:
  • Reception of goods is subject to the existence of Product Cards in the information system of the SERVICE PROVIDER, which have been sent at least 24 hours before the arrival of the goods using the form provided by the SERVICE PROVIDER.
  • The SERVICE PROVIDER will make changes to the data of the Product Cards by no later than within 24 hours after receiving the corresponding notification from the CLIENT.
  • The detailed notification of the arrival of the goods, the acceptance request or the order for the Terminal Service, must be sent no later than 16:00 on the day before the delivery via the SERVICE PROVIDER’s online environment at net.nordnet.ee or another electronic data communication channel (Edisoft, etc.). The acceptance request allows the SERVICE PROVIDER to check the conformity of the goods received with the information in the acceptance request.
  • An acceptance request is only required when the goods are received into the warehouse, while in the case of the cross docking (CD) service the goods are not received into the warehouse, therefore no acceptance request is required. In the case of the cross-docking service, upon arrival of the goods at the warehouse of the SERVICE PROVIDER the latter only checks the quantity of the transport units against the order.
  • In the case of the Terminal Service, if a single shipment arriving at a warehouse of the SERVICE PROVIDER is distributed to several carriers for dispatch, the CLIENT must enter a Terminal Service order for each such dispatch.
  • In the absence of an acceptance request and/or other accompanying documents, or in the case of non-compliance of the goods with the legislation, the goods will not be unloaded by the SERVICE PROVIDER.
  • The SERVICE PROVIDER unloads the arrived goods from the means of transport into their warehouse only at the freezer (-18°C) warehouse, while at the refrigerator warehouse (0…+6°C) the goods are unloaded by the driver who brought the goods.
  • Acceptance of orders for the arrived goods is performed by the SERVICE PROVIDER within the next business day, provided that the goods are not of a special weight or do not require rearrangement in such a way that one particular product per pallet is accepted.
  • In exceptional cases the SERVICE PROVIDER will perform acceptance of orders on the day of the arrival of the goods, if the other activities of the SERVICE PROVIDER allow it and the CLIENT has informed its customer manager in due time (express reception).
  • Also, the arrived goods must comply with the specified temperature, the core temperature of frozen goods must be at least -18°C at the time of their reception, while the core temperature of chilled goods must be between 0…+6°C. In the event of temperature non-compliance, the SERVICE PROVIDER has the right to refuse to accept the goods.
  • Goods arriving on plastic pallets will be transferred by the SERVICE PROVIDER to a wooden pallet according to the price list (pallet price + rearrangement / additional lifting).
  • The SERVICE PROVIDER accepts full crates, which means that the SERVICE PROVIDER does not check the goods (quality and quantity) inside the crates, including the contents of open crates.
  • The SERVICE PROVIDER will send the CLIENT an electronic receipt of the goods after completion of the reception process and entry into the information system.
2. General terms and conditions of ordering, dispatch and transport of goods:
  • The SERVICE PROVIDER receives goods and Electronic Orders every working day from 8:30 to 16:00 and delivers the goods on the basis of the previously received Electronic Order in accordance with the agreed Transport Schedule. On the day before a public holiday, the current legislation of the Republic of Estonia or the notification sent in advance by the SERVICE PROVIDER will apply.
  • Acceptance of goods orders (if the goods are to be taken to a delivery point using the SERVICE PROVIDER’s transport) is subject to the existence of the detailed information about the delivery points in the information system of the SERVICE PROVIDER, which have been sent at least 24 hours before the issuing of the goods using the form provided by the SERVICE PROVIDER.
  • Orders for the goods to be delivered in accordance with the Transport Schedule or with collection must be submitted electronically by no later than 16:00 on the business day preceding the delivery day.
  • The terms and conditions of ordering the goods for delivery outside of the Transport Schedule must be agreed in advance with the SERVICE PROVIDER and then submitted electronically on the business day preceding the delivery day no later than 15:00, if the goods are to be taken to a delivery point using the SERVICE PROVIDER’s transport. For delivery points not fixed in the Transport Schedule, a special price will be set by agreement with the CLIENT.
  • The SERVICE PROVIDER delivers the goods between 8:00 and 18:00, whereby the SERVICE PROVIDER is subject to the restrictions set by the Tallinn City Government for deliveries of goods in the Old Town of Tallinn.
  • In the case of the Cross Docking (CD) service, the goods (in the case of a crate-based service, the crates) arriving at the SERVICE PROVIDER’s warehouse must be as follows:
    • with destination labelling and accompanied by delivery notes;
    • the pallets must be stacked with only one client’s goods and they cannot be distributed across different pallets;
    • arrival at the warehouse by no later than 16:00 on the day preceding the delivery day.
  • The maximum weight of the goods in the Tallinn round region II may not exceed 150 kg. For a higher weight, a special fee will be agreed with the CLIENT.
  • Unless otherwise agreed with the CLIENT, the goods are issued on the FEFO (First Expiry First Out) basis.
  • Handover of the goods is preferably performed with electronic confirmation (archiving of signed documents in the Avadoc cloud archive). The SERVICE PROVIDER will be entitled to apply additional charges for handover with paper documents.
  • The following terms and conditions apply to handover of goods at delivery points. The SERVICE PROVIDER will be entitled to apply additional charges for handover if these terms and conditions are not met:
    • the goods unloading and inspection time is limited to a maximum of 15 minutes for pallet handovers and 5 minutes for crate handovers;
    • for pallet handovers, the vehicle must have access to the loading bridge;
    • for crate handovers, it must be possible to park the vehicle within a maximum radius of 10 metres from the reception point;
    • when moving the goods on a trolley, it must be possible to bring the goods in via a ramp;
    • when taking the goods to higher floors, it must be possible to use a lift.
  • The recipient of the goods must check them in the presence of the driver. The responsibility for the goods will be transferred from the SERVICE PROVIDER to the recipient of the goods by signing the delivery note.
  • If the goods are handed over to a carrier which has not been forwarded by the SERVICE PROVIDER, the material liability for the goods will be transferred from the moment the goods are loaded onto the carrier’s means of transport. All non-compliances (non-compliant temperature, broken goods, etc.) must be fixed in the warehouse of the SERVICE PROVIDER before loading onto the means of transport.
  • Frozen food must be stored at a temperature of -18°C or lower throughout the storage period.
  • When in transit, the temperature of frozen food may rise by up to 3°C for short periods.
  • Goods must be packed in transport packaging. The SERVICE PROVIDER will not be liable for any deterioration of the goods in transit without transport packaging which could have been prevented by the use of transport packaging.
  • Cross docking orders can be cancelled by the CLIENT free of charge until 16:30 on the day preceding the delivery day. Orders cancelled after that will be charged according to the price list.
3. Other general terms and conditions:
  • Services not included in the price quote will be charged on an hourly basis or as agreed separately by the parties.
  • Each month, the SERVICE PROVIDER will adjust the transport prices according to the fuel surcharge coefficient. The surcharge is calculated on the basis of the wholesale price of Olerex AS.
  • Prices for services at weekends and on public holidays are agreed separately.
  • The price quote includes an inventory check once a year, with additional inventory checks agreed separately. Current corrections to stock balances on a product-by-product basis, i.e. shortages and surpluses, are adjusted on an ongoing basis as necessary in the warehouse and settled between the PARTIES.
  • The SERVICE PROVIDER will allow the CLIENT access to the goods on the warehouse premises only in exceptional cases, subject to an agreement with the SERVICE PROVIDER, in order to ensure the smooth running of warehouse processes and the safety of persons involved.
  • Single-use pallets (light wooden pallets) and other single-use items will not be returned by the SERVICE PROVIDER.
  • The return percentage for original pallets (EUR and FIN) is 90%.
  • Storage of the CLIENT’s goods takes place in Passive slots, their picking in Active slots.
  • The SERVICE PROVIDER will assign an Active slot to the CLIENT’s goods according to the type and height of the pallet. The active slot is not automatically closed if the goods are temporarily out of stock, i.e. the reservation of the active slot remains valid in the name of the CLIENT. The CLIENT will pay the SERVICE PROVIDER for the Active slot in accordance with the price list until the CLIENT notifies the SERVICE PROVIDER of the closure of the Active slot.
  • Unless otherwise agreed in the CONTRACT, the SERVICE PROVIDER will be allowed a maximum coefficient of 0.50% of the number of picked rows for picking errors.
  • Unless otherwise agreed in the CONTRACT, the Reliability of Delivery Rate will be at least 96% of the Electronic Orders sent by the CLIENT on time.
  • In the case of storage, the liability of the SERVICE PROVIDER will be limited to the value of the goods, but in no case will it exceed 2 SDR units per kilogram of gross weight of lost or damaged goods or part thereof.
  • In transport, the compensation for loss of or damage to a shipment or part thereof is limited to 8.33 SDR units per kilogram of gross weight of the lost or damaged shipment or part thereof.
  • The liability of the SERVICE PROVIDER for exceeding the transport time is limited to three times the amount of the transport charge.
  • The SERVICE PROVIDER has the right to record and analyse phone calls made by the CLIENT for the purpose of improving customer service and handling claims.
  • In the event of force majeure (e.g. fire, snowstorm, flood, etc.), the SERVICE PROVIDER will have the right to resolve the problem within a reasonable period of time, in cooperation with the CLIENT, without the imposition of sanctions. The SERVICE PROVIDER is obliged to inform the CLIENT immediately upon the occurrence of such circumstances.
  • Unless otherwise agreed by the Parties, they will be governed by the General Terms and Conditions of the Estonian Logistics and Freight Forwarding Association (ELEA), the ELEA General Terms and Conditions for Road Freight Transport and the ELEA General Terms and Conditions for Storage (http://www.elea.ee).
  • Payment of the fee will be made on the basis of an invoice submitted by the SERVICE PROVIDER in accordance with the agreed payment terms. Unless otherwise agreed in the CONTRACT, the CLIENT will pay the SERVICE PROVIDER for the services provided during the previous calendar month by the 7th day of the following month. The CLIENT will pay a late payment interest of 0.15% per day on the amount overdue.
  • The PARTIES undertake not to disclose to third parties any information they have obtained in the course of the execution of the CONTRACT concerning the work arrangements, internal administration, goods, financial and other data which are not public information according to the legislation.