Terms & Conditions
These general terms and conditions apply to all quotes, offers, bookings and services of NOVEX Logistics (“NOVEX”). By requesting a quote, accepting an offer or using the customer portal, the customer accepts these terms.
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Last updated: October 1, 2026
1. Definitions and scope
“NOVEX” means [legal entity name], registered at [registered address] under number [registration number], VAT [VAT number], trading as NOVEX Logistics. “Customer” means the company or person that requests a quote or orders services. “Services” means the arranging of road, sea and air freight, customs coordination, documentation and related services. NOVEX acts as a freight forwarder: it arranges transport and related services with carriers, agents and customs partners, in its own name or on behalf of the customer, but does not perform the transport itself unless this is expressly agreed in writing. These terms apply to every quote, offer, booking and service and prevail over the customer’s own purchase conditions. Deviations are only valid when confirmed by NOVEX in writing. These terms are intended for business customers.
2. Quotes, offers and bookings
A quote request through the website or by email is a request for an offer, not an order. NOVEX reviews every request personally and, if it can arrange the shipment, sends an offer by email or through the customer portal. An offer is valid for the period stated in the offer. A booking comes into existence when the customer accepts the offer and NOVEX confirms the booking. Offers are based on the information supplied by the customer; if the actual weight, dimensions, quantity, nature of the goods, addresses, dates or required services differ, NOVEX may adjust the price or decline the booking. Transit times, departure dates and delivery dates are estimates based on carrier schedules and are not guaranteed unless expressly agreed in writing.
3. Customer obligations
The customer provides complete and accurate information about the goods, their value, weight, dimensions, packaging, pickup and delivery addresses, contact persons and required documents, and informs NOVEX in advance of dangerous, restricted, perishable, temperature-controlled or high-value goods. The goods must be packed, labelled and secured suitably for the chosen transport mode and for handling and stacking in transit. The customer ensures that goods are ready and accessible at the agreed pickup time and that consignees can receive them at delivery. Waiting time, failed collections, re-deliveries, storage, demurrage, detention and other costs caused by missing information, incorrect documents or unavailability are for the customer’s account. The customer warrants that the goods may lawfully be exported, transported and imported and that the shipment does not infringe sanctions, export-control or safety regulations.
4. Prices and additional costs
Prices in an offer cover the services described in it. Unless stated otherwise they exclude VAT, import and export duties, excise, customs inspection fees, port and terminal charges not mentioned, insurance, storage, waiting time, demurrage and detention, and charges resulting from circumstances outside NOVEX’s control such as fuel, currency and security surcharges, congestion, strikes or changed regulations. NOVEX passes such costs on at cost price, plus the handling fee stated in the offer where applicable, and informs the customer as soon as it becomes aware of them. Duties, taxes and penalties levied by authorities are always for the customer’s account.
5. Payment
Invoices are payable within the term stated on the invoice, without deduction or set-off. Where NOVEX offers online payment, payments are processed by a licensed payment provider; NOVEX never charges when a quote is requested, only after the customer has accepted an offer. If payment is late, NOVEX may charge statutory interest and reasonable collection costs and may suspend services or hold goods and documents until all amounts due have been paid. Objections to an invoice must be raised in writing within the term stated on the invoice; they do not suspend the obligation to pay the undisputed part.
6. Performance and third parties
NOVEX selects carriers, agents, warehouses and customs partners with due care and instructs them on the customer’s behalf. NOVEX may choose the route, transport mode, equipment and partners it considers most suitable and may deviate from them when operational circumstances so require, informing the customer where reasonably possible. Instructions given after booking are carried out where still feasible and may lead to additional costs. Documents of carriage issued by carriers, such as CMR consignment notes, bills of lading or air waybills, are subject to the carrier’s own conditions.
7. Customs and compliance
Customs formalities are performed by NOVEX or by licensed customs partners on the basis of the information and documents the customer supplies, including commodity codes, values, origin and licences. The customer remains responsible for their accuracy and completeness and indemnifies NOVEX against duties, taxes, fines and costs resulting from incorrect or late information. NOVEX may refuse, suspend or stop a shipment that appears to violate customs, sanctions, export-control or safety rules, without being liable for the consequences.
8. Liability
NOVEX is liable only for loss or damage caused by its own fault in selecting or instructing third parties or in performing the services it carries out itself, and never for the acts or omissions of carriers, agents, warehouses or authorities beyond what the applicable regime provides. The liability of carriers is governed by the conventions and conditions that apply to the transport mode, such as the CMR Convention for international road transport, the Hague-Visby Rules and the carrier’s bill of lading for sea transport and the Montreal Convention for air transport. NOVEX’s own services are subject to the [applicable standard forwarding conditions] insofar as these terms do not provide otherwise. Where no mandatory regime applies, NOVEX’s liability is limited to direct damage up to the amount of the fee invoiced for the service concerned. NOVEX is not liable for indirect or consequential loss such as loss of profit, production loss, loss of market or delay damage. These limitations do not apply in case of intent or deliberate recklessness of NOVEX’s management. The customer indemnifies NOVEX against third-party claims arising from the goods or from the customer’s instructions.
9. Insurance
Prices do not include cargo insurance. Carrier liability is limited and often lower than the value of the goods. At the customer’s written request and against payment, NOVEX arranges all-risk cargo insurance for the shipment. NOVEX recommends insuring every shipment of substantial value.
10. Claims and time limits
Visible loss or damage must be noted on the delivery document at receipt and reported to NOVEX in writing without delay, with photographs and supporting documents. Non-visible damage must be reported in writing within the period of the applicable convention or carrier conditions, failing which the goods are deemed delivered in good condition. Claims against NOVEX lapse when not filed within the time limits of the applicable convention or conditions and in any case within one year after delivery or the date on which delivery should have taken place. Missing or incomplete claim documentation may prevent recovery from carriers and insurers.
11. Changes and cancellation
The customer may change or cancel a booking in writing. Costs already incurred by NOVEX and cancellation or change fees charged by carriers and partners are passed on to the customer. Cancellation after collection of the goods is treated as a change of destination.
12. Force majeure
NOVEX is not liable for failure or delay caused by circumstances beyond its reasonable control, including strikes, port and terminal congestion, carrier schedule changes, extreme weather, accidents, customs delays and inspections, government measures, war, pandemics and failures of telecommunication or IT systems. In such cases NOVEX may suspend, adapt or terminate the service and charge the costs reasonably incurred.
13. Confidentiality and data protection
Both parties treat commercial information received from the other as confidential. NOVEX processes personal data in accordance with its privacy policy and shares shipment data only with the carriers, agents, customs partners and authorities involved in the shipment.
14. Customer portal and tracking
The customer portal and tracking pages are provided as a convenience. The customer keeps its login email secure and is responsible for actions performed through its account. Status information is based on data received from carriers and partners and is indicative; it does not replace the documents of carriage.
15. Final provisions
NOVEX may amend these terms; the version published on novexlogistics.com at the time of the booking applies. If a provision is invalid, the remaining provisions remain in force and the invalid provision is replaced by a valid one that comes closest to its purpose. These terms and all agreements are governed by the law of [country], with the exclusion of rules of private international law, and disputes are submitted to the competent court of [place], unless mandatory law provides otherwise. The English version prevails over translations.
Contact
NOVEX Logistics · [email protected] · novexlogistics.com