General Terms and Conditions

§ 1 Scope

These terms apply to all transports within Austria that are requested and booked via the Routic app or the Routic website. They apply to consumers within the meaning of § 1 KSchG and to businesses within the meaning of § 1 UGB. Deviating terms of the customer only apply if Routic expressly agrees to them in writing.

Mandatory consumer protection provisions, in particular under the KSchG and FAGG, remain unaffected and take precedence in the event of a conflict.

§ 2 Request, estimate and quote

The customer’s request is non-binding. The preliminary price shown in the app is an automatically calculated estimate and expressly not an offer.

Routic reviews every request and may ask questions. The customer then receives either a fixed quote or a reasoned rejection. The quote states the vehicle, services, date, total price including VAT and an acceptance period. Once this period has expired, Routic is no longer bound by the quote.

If the quote differs from the customer’s details or the estimate, Routic states the changes and the reason for them in the quote.

§ 3 Conclusion of contract

The contract of carriage is concluded when the customer accepts the fixed quote in the app within the acceptance period by selecting “Book now”. Routic confirms the booking by email. Verbal commitments, in particular by drivers, are not binding.

Bookings via the app are distance contracts within the meaning of the FAGG. As they concern transport services on a specific date, there is no right of withdrawal pursuant to § 18(1)(10) FAGG.

§ 4 Changes after booking

The customer requests changes in the app. Routic reviews them and, where applicable, confirms them with a revised quote. Until the change is approved, the original booking remains valid and unchanged. Routic never changes a booking without the customer’s consent.

§ 5 Customer information

The customer is responsible for complete and accurate information, in particular on the type, quantity, dimensions and weight of the goods, the pickup and delivery address, access and parking, and contact persons on site.

The app suggests details about the goods with the help of artificial intelligence and marks estimated and missing values. The customer reviews these suggestions before submitting. Additional costs resulting from incorrect or incomplete information are borne by the customer.

The following are excluded from transport:

• dangerous goods under ADR/GGBG
• live animals
• perishable goods without a separate agreement
• cash, precious metals, securities and valuables over €500 without a declaration of value
• weapons, ammunition and explosives
• goods whose transport violates statutory provisions

§ 6 Pickup and delivery

Routic collects the goods at the agreed pickup location and delivers them to the kerb at the delivery location. Carrying goods into buildings, flats or upper floors is not part of the service unless otherwise agreed in the quote.

The customer ensures that an authorised person is present and the goods are accessible during the agreed time window. If pickup or delivery fails for reasons for which Routic is not responsible, Routic may charge the costs incurred and arrange a new date.

§ 7 Loading, unloading and loading help

Loading and unloading are generally the customer’s responsibility. If the customer states that nobody on site can help, a second person is booked as loading help and listed separately in the quote.

The goods must be packed so that they are not damaged during proper transport. Routic is not liable for damage resulting from inadequate packaging unless the defect was obvious.

§ 8 Cancellation

The customer can cancel a booking free of charge in the app up to 1 hour before the start of the agreed pickup window. After that, Routic may charge up to 50% of the agreed fee, and the full fee once the goods have been picked up. For consumers, the amount is limited to the damage actually incurred.

§ 9 Dates and delays

Routic makes every reasonable effort to meet agreed time windows. Routic is not liable for delays caused by force majeure, traffic, weather or other unforeseeable circumstances. Routic informs the customer of foreseeable delays in the app.

§ 10 Prices and payment

The price of the accepted quote applies. Payment is made by invoice or on site with the driver, in cash or by card; the due date and payment term are stated in the booking confirmation or the invoice. In the event of late payment, Routic may charge statutory default interest and a reminder fee of €5 per reminder.

Businesses may only set off claims that have been finally established by a court, acknowledged or are undisputed. Consumers retain their statutory rights of set-off without restriction.

§ 11 Liability

Routic is liable in accordance with the statutory provisions of freight law. Where the CMR applies to the transport via § 439a UGB, liability for loss of or damage to the goods is limited to 8.33 Special Drawing Rights per kilogram of gross weight (Art. 23 CMR), except in cases of intent or gross negligence. For consumers, this limitation only applies insofar as mandatory law does not preclude it.

Visible damage must be reported on handover; hidden damage must be reported in writing or in the app no later than 7 days after delivery.

§ 12 Customer account

A customer account is required to submit a request. The customer keeps their login details secret and their contact details up to date. They can delete their account at any time; statutory retention obligations remain unaffected.

§ 13 Data protection

How Routic processes personal data is described in the Privacy Policy.

§ 14 Governing law, place of jurisdiction and final provisions

Austrian law applies. To the extent permitted by law, the place of jurisdiction is Vienna. For consumers, § 14 KSchG applies.

Claims arising from the contract of carriage are subject to the statutory limitation periods; for transports governed by the CMR, the limitation period is one year pursuant to Art. 32 CMR, or three years in cases of intent or gross negligence.

Should individual provisions be invalid, the remaining provisions remain valid. Changes to these terms apply to future bookings; for consumers, only with their express consent.