Terms of Service

1. How a contract is made

• A request on the website, a call, an e-mail or a chat message is an invitation to prepare a quote, not a binding order.
• Prices in the calculator and on the price page are estimates. We prepare a quote based on the information you provide (volume, addresses, floors, lift, heavy and fragile items, assembly, access).
• The contract is made when we confirm the order (date, time, scope, price or pricing basis) by e-mail, SMS, messenger or phone.

2. Price and changes to it

The price may be fixed or hourly (with a minimum order time if stated in the quote). For hourly work, time starts when the crew arrives at the first address unless the quote says otherwise.

The price may change if actual conditions differ from the request (e.g. more items, the lift is out of order, no vehicle access, items not prepared, extra work needed). Extra work is done only after agreeing it with you on site. All prices include VAT unless stated otherwise.

3. Client obligations

• Give true and complete information about the scope, addresses, floors, lift, vehicle access and special items.
• Provide access to the premises and, if needed, parking for the vehicle (permits, passes, gates).
• Be present, or have an authorised person present, at the start and end of the job.
• Prepare items for transport if packing is not ordered: empty wardrobes and drawers, secure appliances (e.g. washing machine transit bolts), disconnect appliances from utilities.
• Warn us in advance about fragile, valuable or very heavy items (pianos, safes, glass, artworks).
• Carry cash, jewellery, documents, medicines, data carriers and other especially valuable items yourself.

4. What we do not carry

We do not carry or store hazardous substances (fuel, gas cylinders, explosives, chemicals), weapons and ammunition, animals, perishable food or items whose circulation is prohibited. If such items are found, we may refuse to carry them.

5. Rescheduling and cancellation

You can reschedule or cancel free of charge by telling us at least 24 hours before the planned start. If you cancel later, or the crew arrives but the work cannot be done for reasons on the client’s side, we may charge for the call-out and the time actually spent as set out in the quote.

If we cannot arrive at the agreed time (e.g. vehicle breakdown or emergency), we will tell you immediately and offer another time; if it does not suit you, you can cancel free of charge.

6. Consumer right of withdrawal

If you are a consumer and the contract was made at a distance (by phone, e-mail or on the website), you may withdraw within 14 days of making it without giving a reason — just tell us by e-mail or phone.

If you ask us to start within the withdrawal period (e.g. the move is in a few days), you pay for the services provided up to the moment of withdrawal. Once the service has been fully performed with your express consent, the right of withdrawal no longer applies. Refunds are made within 14 days using the same payment method.

7. Payment

Private clients usually pay after the job is done, in cash, by card or by bank transfer. Companies receive an invoice with the payment term stated in the quote. For storage, box rental and large projects we may ask for prepayment. Statutory late-payment interest may apply to companies.

8. Liability, damage and insurance

We are liable for items and premises damaged through the fault of our staff during the job. Our civil liability is insured.

We are not liable for damage caused by:

• the prior condition, wear or manufacturing defects of items (e.g. particleboard furniture already dismantled and reassembled several times);
• items packed by the client, if the packaging is intact and the damage is not related to our actions;
• the client giving incorrect information or not warning us about an item’s properties;
• the internal mechanisms of appliances that were not prepared for transport;
• force majeure.

Please check for damage and note it when accepting the work, and report hidden damage as soon as possible, preferably within 7 days, with photos. This helps us establish the cause and pay compensation faster. This request does not limit a consumer’s statutory right to make a claim.

9. Storage, box rental and disposal

The price, period, access rules and return conditions for storage and box rental are set in the quote or a separate contract. Rented boxes must be returned on time and in usable condition; a fee may apply for lost or damaged boxes as set out in the quote.

Removed items and waste are handed over to licensed operators or for recycling. Before handover, make sure no documents, money or personal belongings are left in the items.

10. Force majeure

Neither party is liable for failure to perform caused by circumstances it could not foresee or influence (natural disasters, state of emergency, decisions of authorities, road closures, etc.). The affected party informs the other without delay.

11. Complaints and disputes

Send complaints in writing to info@cvn.lv. We reply within 15 working days. If a dispute cannot be settled by negotiation, a consumer may contact the Consumer Rights Protection Centre of Latvia (www.ptac.gov.lv) or its Consumer Dispute Resolution Committee. Disputes are governed by the laws of the Republic of Latvia and resolved in the courts of the Republic of Latvia.

12. Final provisions

We may amend these terms. An order is governed by the version in force when the order was confirmed. Personal data processing is described in the Privacy Policy. Questions: info@cvn.lv, +371 28 62 62 63.