1. Provider and scope
These General Terms and Conditions apply to contracts between StartGo Solutions & Logistik GmbH, Heinrich-Barth-Straße 15, 66115 Saarbrücken, Germany ("StartGo", "we", "us") and its customers for courier, transport, logistics, moving, furniture transport, storage, fulfilment and related services, unless individual written terms or mandatory law take precedence. Conflicting customer terms apply only if we expressly agree to them in text form.
2. Customers and consumer protection
These terms apply to consumers and businesses. A consumer is a natural person acting mainly outside their trade, business or profession. A business customer is a natural or legal person or partnership acting in the course of its commercial or independent professional activity. Mandatory consumer rights remain unaffected.
3. Requests, online calculations and contract formation
Website calculations, displayed prices, availability indicators and submitted requests are invitations to request a service and do not by themselves constitute acceptance unless expressly stated otherwise. A binding contract is formed when StartGo expressly confirms the order, accepts it through the booking process, or begins performance with the customer's agreement. We may request additional information before accepting an order.
4. Service description and changes
The agreed service is determined by the order confirmation and the information supplied by the customer, including addresses, access conditions, cargo or furniture, quantities, dimensions, weight, requested date and time, vehicle, helpers, intermediate stops and additional services. Material changes may require a new price, schedule or confirmation. Express or priority requests remain subject to actual operational availability unless a specific time has been expressly confirmed as binding.
5. Customer information and cooperation duties
The customer must provide complete and accurate information necessary to plan and perform the service. The customer must disclose unusual dimensions or weights, fragile or high-value items, dangerous goods, access restrictions, stairs, elevators, long carrying distances, parking restrictions, permits and other circumstances that may affect performance. The customer must ensure lawful access to pickup and delivery locations and obtain permissions that are the customer's responsibility.
6. Excluded and restricted goods
Unless expressly agreed in advance and legally permissible, StartGo may refuse cash, negotiable securities, precious metals, jewellery, unique artworks, live animals, perishable goods requiring special conditions, weapons, explosives, hazardous substances, illegal goods, and items whose transport requires licences, equipment or documentation not arranged for the order. The customer must comply with all dangerous-goods and customs disclosure obligations.
7. Packing, loading and securing
Where packing is not part of the agreed service, the customer is responsible for transport-safe packing and accurate labelling. Loading, unloading and load securing are performed according to the agreed scope and applicable law. If unsafe packing, unsuitable access or another material risk becomes apparent, we may suspend the affected work until a safe solution is agreed. Additional work may be charged where caused by circumstances not included in the original order.
8. Dates, times and delays
Pickup and delivery times are binding only when expressly confirmed as binding. Otherwise, stated times are planning estimates. Delays may occur because of traffic, weather, road closures, authorities, accidents, vehicle failures, force majeure, waiting times at customer locations or other circumstances outside reasonable control. We will inform the customer of material delays where reasonably possible and take reasonable measures to continue performance.
9. Prices, VAT and additional charges
Prices are determined by the confirmed order. Unless stated otherwise, business-facing net prices are subject to statutory VAT. Additional charges may arise for customer-requested changes, additional stops, waiting time, extra labour, additional carrying distance, floors or stairs not disclosed, parking or toll costs, permits, storage, redelivery, failed pickup or other additional services not included in the confirmed scope. We will inform the customer where a material price adjustment becomes necessary and practicable before carrying out the additional work.
10. Payment
Payment is due according to the order confirmation or invoice. Where no specific due date is agreed, invoices are due upon receipt within the period stated on the invoice. Statutory rules apply to late payment. We may require advance payment or an appropriate deposit where justified by the order, customer status or payment risk.
11. Cancellation, withdrawal and rescheduling
A customer may request cancellation or rescheduling before performance. Any cancellation charge must reflect the contract, work already performed, reserved capacity, expenses incurred and the amount saved because performance no longer takes place, subject to mandatory law. Consumers retain any statutory right of withdrawal where such a right applies. Statutory exceptions, including rules concerning services tied to a specific date or period where applicable, remain unaffected. Any separate cancellation terms shown and accepted during booking form part of the contract.
12. Failed pickup, waiting and customer-caused interruption
If performance is prevented or materially delayed because the customer, recipient or location is not ready, accessible or available as agreed, we may charge reasonable waiting time, additional travel and other demonstrable costs, subject to applicable law. We will take reasonable steps to minimise avoidable costs.
13. Inspection and complaints
Customers should inspect delivered goods or completed moving work as soon as reasonably possible and report visible damage or missing items promptly. Statutory notice requirements, including any mandatory rules applicable to commercial transport, remain unaffected. A delayed notice does not remove rights where mandatory law provides otherwise, but prompt reporting helps us investigate the cause and preserve evidence.
14. Liability
StartGo is liable without limitation for intent and gross negligence, for injury to life, body or health caused by a culpable breach, and in other cases where liability cannot lawfully be excluded or limited. For ordinary negligence, liability is limited, to the extent legally permissible, to breaches of essential contractual duties and to foreseeable damage typical for the contract. Where mandatory transport, freight, removal or commercial law establishes special liability rules or limits, those rules take precedence. Liability limitations do not apply where a guarantee has been expressly assumed or mandatory product liability applies.
15. Customer liability and indemnity
The customer is responsible for losses caused by incorrect or incomplete information, unlawful goods, inadequate packing where packing is the customer's responsibility, or breaches of the customer's contractual duties. For business customers, the customer shall indemnify StartGo against justified third-party claims arising from such circumstances to the extent the customer is responsible for them.
16. Subcontractors
StartGo may use suitable subcontractors and service partners to perform all or part of an order, unless the contract expressly requires personal performance by StartGo. StartGo remains responsible to the customer in accordance with the applicable contractual and statutory rules.
17. Storage and uncollected goods
Where storage is agreed or becomes reasonably necessary because delivery cannot be completed, storage may be charged according to the agreed price or reasonable documented cost. We will handle uncollected goods in accordance with applicable law and will not dispose of or realise goods except where legally permitted and after any required notice.
18. Data protection
Personal data is processed in accordance with our Privacy Policy and applicable data protection law. Information necessary for route planning, fulfilment, payment, communication and legal compliance may be shared with service providers and recipients involved in performing the contract where legally permitted.
19. Set-off and retention
Customers may set off claims only where their counterclaim is undisputed, finally adjudicated or arises from the same contractual relationship, except where mandatory consumer law provides otherwise. Statutory rights of retention remain unaffected.
20. Applicable law
German law applies, excluding the UN Convention on Contracts for the International Sale of Goods, to the extent this choice is legally effective. For consumers, this choice does not deprive them of mandatory protections granted by the law of the country in which they have their habitual residence where those protections apply under conflict-of-law rules.
21. Jurisdiction
For merchants, legal entities under public law and special funds under public law, and where otherwise legally permissible, Saarbrücken is agreed as the place of jurisdiction. Mandatory statutory places of jurisdiction, especially for consumers, remain unaffected.
22. Severability and contract language
If an individual provision is or becomes invalid, the remaining provisions remain effective to the extent permitted by law. The statutory rule replaces an invalid provision. The contract language is the language stated in the order confirmation. Where an English translation is provided for convenience and a legally binding German version is separately agreed, the agreed German version prevails to the extent legally permissible.
23. Contact
StartGo Solutions & Logistik GmbH
Heinrich-Barth-Straße 15
66115 Saarbrücken
Germany
Email: info@start-go.de
Last updated: October 2026
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