Effective date: 2025-09-25
1. Definitions
1.1. Company, We – UAB “IMP-EX Lietuva”, business registration number 302558875, registered office: Jovarų g. 2-201a, Kaunas, Republic of Lithuania, e-mail info@impex.lt, tel. +370 372 61177.
1.2. Client – any legal or natural person ordering or using the services.
1.3. Agreement – a service provision agreement between the Company and the Client (including these Rules and any additional written agreements, orders, pricing, specifications)
1.4. Cargo – goods transferred by the Client for transportation.
1.5. Website – www.impex.lt
1.6. Paysera project – a payment collection solution through which the Company’s services can be paid for.
2. Application and consent
2.1. These Rules govern the use of the Website and the logistics services provided by the Company (international road transport, forwarding and related services).
2.2. By using the Website, submitting a request, order or making a payment through the Paysera project, the Client confirms that he has read and agrees with the Rules.
2.3. If any provision contradicts mandatory legal norms, the remaining part of the Rules shall apply.
3. Services
3.1. Main services: international road transport (full and partial loads), forwarding, cargo with special conditions (e.g., temperature-controlled, hanging clothes, oversized), express transport (vehicles up to ~3.5 t).
3.2. The specific service, route, terms, cargo data and price are determined in the offer/order or in a separate agreement.
3.3. The delivery times provided are considered indicative (ETA). They may vary due to circumstances beyond the Company’s control (e.g., traffic, customs, weather conditions, border procedures).
4. Inquiries, orders and conclusion of a contract
4.1. Requests are submitted via the Website, e-mail or telephone.
4.2. The Agreement is considered concluded when the Client confirms the offer (by e-mail / in the system) or makes an advance payment / payment on account (including via Paysera).
4.3. The Client must provide correct and complete cargo data: weight, dimensions, packaging / securing method, loading / loading / unloading places and times, special requirements, customs documents, etc.
4.4. If the data provided is inaccurate or incomplete, the Company may adjust the price, deadline or refuse to execute the order.
5. Prices and billing
5.1. Prices are indicated in euros, including VAT, as provided in the offer or invoice.
5.2. Payment: by bank transfer or via Paysera (several payment methods are possible according to Paysera functionality).
5.3. Unless otherwise provided, the payment term is 14 days from the date of invoice. The default interest rate is 0.02% for each day of delay.
5.4. Additional costs (e.g. waiting time, additional loading work, deviations from the route, additional parking, re-access, additional document processing) are charged according to the fact and pre-agreed tariffs or reasonable market prices.
6. Customer Responsibilities
6.1. Prepare the cargo for safe transportation: proper packaging, marking, securing, necessary documents (including customs, origin, dangerous goods, if applicable).
6.2. Ensure that loading and unloading areas are accessible and meet safety requirements.
6.3. Follow the procedure for the transfer/acceptance of cargo subject to special regulations (e.g. temperature, suspension systems).
6.4. Do not declare or transfer prohibited cargo. For dangerous goods (ADR) – prior written agreement and all required documentation are required.
7. Provision of services, transfer and acceptance of cargo
7.1. The transfer of the cargo is considered to have occurred when the cargo is delivered to the recipient and the transport document (e.g., CMR consignment note) is signed or other proof of delivery is provided.
7.2. The recipient must note any defects or violations noticed in the transport document upon acceptance of the cargo; for hidden defects, they must be reported within the deadlines established by legal acts.
7.3. If the recipient does not accept the cargo at the specified time or address, the cargo may be returned to the sender or stored at the Customer’s expense.
8. Liability and insurance
8.1. The Company’s liability for loss, shortage or damage to the cargo is determined in accordance with applicable legal acts and international conventions (including provisions regulating international carriage of goods by road).
8.2. The Company is not liable for indirect losses (lost income, contractual penalties, damage to reputation, etc.), unless otherwise agreed in writing.
8.3. The Client is liable for incorrectly provided data, improper packaging or labeling, provision of prohibited or inadmissible goods, resulting in losses, delays or sanctions from institutions.
8.4. The Client has the right to apply for additional cargo insurance (CARGO) – according to a separate written agreement.
9. Customs and other formalities
9.1. If customs/export/import/transit formalities are necessary, the Client must provide all documents and information and cover the related costs.
9.2. The Company may organize the formalities itself or through partners/intermediaries at the Client’s expense.
10. Cancellation of Services (Client’s initiative)
10.1. The Client may cancel the ordered services by submitting a written notification by e-mail to info@impex.lt , indicating the order number.
10.2. Consequences of cancellation and applicable fees:
- Until the vehicle is assigned/reserved – free of charge.
- After the vehicle is assigned, but before arrival for loading, a cancellation fee of 20% of the order amount, but not less than 50 EUR, applies.
- Upon arrival at the loading site or after the start of loading, a cancellation fee of 50% of the order amount, but not less than EUR 150, is applied, as well as compensation for actual costs incurred (e.g. “empty” km, loading or terminal fees)./li>
10.3. If a cargo with special conditions is ordered (e.g., temperature-controlled, hanging clothes, ADR, oversized cargo), and the cancellation occurs after these resources have been reserved, the Customer shall pay all non-refundable costs.
10.4. If the cancellation is due to the Customer’s incorrect or incomplete data, improper packaging or other breach of obligations specified in Section 6, the Company has the right to apply the full order amount.
11. Refusal of Services (At the Company’s initiative)
11.1. The Company may refuse to fulfill an order if:
- The client does not pay the advance or invoice within the specified period;
- the data provided is incorrect or incomplete;
- the cargo belongs to the category of prohibited goods;
- there is a clear risk of safety or legal violation;
- force majeure circumstances occur.
11.2. In such a case, the Customer shall be refunded the full amount paid, less any costs actually incurred, but not less than an administrative fee of EUR 30.
12. Refund
12.1. Money is refunded in the following cases:
- overpayment or double payment;
- waiver under the provisions of Section 10 or 11;
- The Company is objectively unable to provide the service and the Client refuses the alternative.
12.2. Refund amount:
- if cancelled before the transport is assigned – 100% of the amount will be refunded;
- if cancelled after assignment – 80% of the amount will be refunded, after deducting at least EUR 50;
- if the cancellation is made upon arrival at loading or after loading – up to 50% of the amount will be refunded, after deducting the costs actually incurred;
- If the cargo has been delivered, no refund will be applied, except as provided by law.
12.3. The money is refunded within 14 calendar days from the confirmation of the decision and receipt of all necessary information.
12.4. The refund method is the same payment method (e.g., via Paysera, bank transfer). Cash funds are not refunded.
12.5. If conversion/processing fees of banks or payment institutions are applied, they are not compensated.
12.6. When refunding the payment, a credit document is issued in accordance with the requirements of the VAT Law.
13. Force majeure
13.1. The Parties shall not be liable for failure to perform or improper performance of their obligations if this is due to force majeure circumstances, as defined in legal acts.
13.2. Force majeure must be reported immediately and reasonable efforts must be made to mitigate the consequences.
14. Claims and Dispute Resolution
14.1. Claims regarding delivery, cargo defects or damage shall be submitted in writing, in accordance with the terms and form established by applicable legal acts. Evidence (transport documents, photos, certificates, etc.) shall be attached to the claim.
14.2. Disputes shall be resolved through negotiations; failing that, in the courts of the Republic of Lithuania at the Company’s registered office, applying the law of the Republic of Lithuania.
14.3. If the Client is a consumer, he may also apply to the State Consumer Rights Protection Service or use the electronic dispute resolution (EDS) platform – to the extent applicable to the services provided.
15. Intellectual Property and Use of the Website
15.1. All materials on the Website (texts, logos, design, photos) are the property of the Company or its partners and are protected by law.
15.2. Copying, distribution or other use for commercial purposes without permission is prohibited.
15.3. The Website may contain links to third parties. The Company is not responsible for the content or privacy practices of such websites.
16. Personal data
16.1. Personal data is processed in accordance with the Privacy Policy published on the Website.
16.2. Main contacts for the implementation of data subjects’ rights: info@impex.lt, +370 372 61177.
17. Changes
17.1. The Company has the right to change the Rules. The updated version is published on the Website, and the effective date is indicated at the top of this document.
17.2. If the changes are material and apply to existing Agreements, the Company will inform the Client within a reasonable period of time before they come into effect (if applicable).
18. Contacts
UAB „IMP-EX Lietuva“
Company No. 302558875
Jovarų g. 2-201a, Kaunas, Republic of Lithuania
E-mail: info@impex.lt
Tel.: +370 372 61177
