1. General Terms

Terminology
The following definitions will apply throughout these Terms and Conditions:

• Shipment: A batch of goods transported from one location to another, consisting of one or more items.

• Item: An individual element of a shipment, such as a parcel, pallet, or any other object properly packaged for shipping.

• Stackable pallet: A pallet designed for easy stacking, featuring a flat surface to accommodate another pallet on top. This contrasts with non-stackable pallets, which cannot be stacked due to their shape, contents, or packaging.

• Logistics provider: A company chosen by Optimo Logistika to provide logistics services or to coordinate such services within its network (e.g., a carrier, courier company, freight forwarder, etc.).

• Logistics service: A range of services including but not limited to dispatch, transportation, delivery, warehousing, fulfillment, and other services offered by Optimo Logistika indirectly.

• Business day: Any day excluding Saturdays, Sundays, national holidays, and bank holidays in the countries where the shipment is picked up, in transit, or delivered.

• Chargeable weight: The weight in kilograms billed by the logistics provider. This may be the actual weight of the item or the volumetric weight, whichever is greater.

• Volumetric weight: The weight based on the item's volume, calculated using the logistics provider's formula, considering the item's actual dimensions.

• CMR: Convention on the Contract for the International Carriage of Goods by Road (Geneva, 19 May 1956).

• Warsaw Convention: Convention for the Unification of Certain Rules Relating to International Carriage by Air (Warsaw, 12 October 1929), applicable only to cargo shipments.

• Montreal Convention: Convention for the Unification of Certain Rules for International Carriage by Air (Montreal, 28 May 1999), applicable only to cargo shipments.

• Hague–Visby Rules: International Convention for the Unification of Certain Rules of Law relating to Bills of Lading (The Hague, 1924) and its Protocols.

• Statutory reference: Any reference to a statute or statutory provision includes amendments or re-enacted versions thereof and related subordinate legislation.

• You/the client/the user/he/she: Any person(s), natural (of any gender) or legal, requesting logistics services provided by logistics providers chosen by Optimo Logistika.

• Person: Any natural person, acting within or outside the scope of economic activity (trade, business, craft, liberal profession) or any legal entity.

• Contract party reference: Any reference to a party involved in a contract with Optimo Logistika includes its successors.

• Registered user: A person with an active user account on Optimo Logistika.com, considered as such only when logged into the account.

• Guest user: A person using Optimo Logistika's services without being logged into a registered user account on Optimo Logistika.com.

• Optimo Logistika: Optimo Logistika doo

 

Optimo Logistika doo

Optimo logistika doo is a private limited liability company, registered under number 21673641 and with the tax identification number RS112434638. The company's registered address is Mage Magazinovic 28a, 11050 Belgarde, Serbia. Optimo logistika operates the www.optimo-logistika.com online booking platform, facilitating the direct booking of logistics services for clients.

Role and Authority

Optimo logistika functions as a freight forwarder rather than a carrier. When a client places an order via www.optimo-logistika.com, they authorize Optimo logistika to arrange logistics services with a chosen logistics provider in Optimo logistika’s name and on behalf of the client (consignor). This arrangement is contingent upon the selected logistics provider meeting the necessary requirements to perform the requested service.

Communication Channels

Clients can contact Optimo logistika through various established communication channels:

• Written Communication: Clients can reach out using the contact form or chat function available on optimo-logistiks.rs, or by emailing a Optimo logistika representative (using the office@optimo-logistika.rs).

• Telephone Communication: Clients can also contact Optimo logistika via telephone using the available numbers or direct lines to Optimo logistika representatives.

For matters that may significantly alter the contractual relationship—such as cancellations, modifications of orders or user accounts, changes in invoicing methods, or to initiate claims or complaints—only written communication will be accepted. Any important information communicated through other channels must be confirmed in writing by both the client and Optimo logistika, using the email address provided during the order process or recorded in the client's user account. When contacting Optimo logistika, clients must clearly state their order number and provide sufficient details to identify themselves, such as their name and email address.

2. General Rules of Booking the Service

2.1 Ordering Process

The user can place an order with Optimo Logistika through several methods:

2.1.1 Online Platform

• Registered or Guest User: Users can place orders via the Optimo Logistika.com platform, selecting services with visible prices.

• Custom Offer: If existing services don't meet needs, users can request a custom offer. The order is considered placed once the user accepts the offer.

• Batch Import Order: Registered users can upload a filled-out template file within their user profile. The order is considered placed once the file is successfully uploaded.

• Payment: After finishing the ordering process, users proceed with payment via methods defined in section 2.2. The order is considered placed once payment is confirmed.

• Booking Confirmation: Optimo Logistika books the logistics service with the selected provider, and the order is confirmed via email once booked.

2.1.2 External Platforms

• Optimo Logistika may send offers and bid for transportation requests on external platforms.

• The order is placed according to the external platform's rules and confirmed once the client accepts the offer.

• The logistics service is booked with the provider, and an email confirmation is sent to the client.

2.1.3 Off-Platform Ordering

• Direct Communication: Clients can place orders directly with a Optimo Logistika representative through established communication channels.

• Necessary Information: Clients must provide all necessary information to book the logistics service.

• Terms and Conditions: Orders are processed per the client's acceptance of Optimo Logistika's Terms and Conditions and those of the logistics provider.

• Payment Confirmation: Orders are placed once the necessary information is provided, and payment is confirmed.

• Booking Confirmation: Logistics service is booked, and an email confirmation is sent to the client.

2.1.4 API Ordering

• API Integration: Orders can be placed via an integrated API connection.

• Payment Confirmation: Orders are placed once all necessary information is provided and payment is confirmed.

• Booking Confirmation: Logistics service is booked, and an email confirmation is sent to the client.

• IT Costs: Any costs for API integration are covered by the client unless agreed otherwise.

2.1.5 Acknowledgement Presumption

• Client Responsibility: Clients must familiarize themselves with the Terms and Conditions of both Optimo Logistika and the logistics provider.

• Acknowledgement Presumed: Clients' acknowledgment is presumed even if they fail to familiarize themselves with these Terms and Conditions.

2.2 Payment Process

Users can choose from various payment methods when placing an order:

2.2.1 Payment via Payment Card

• Payments are processed through Optimo Logistika's secure partners, and no payment card information is stored by Optimo Logistika.

2.2.2 Payment via PayPal

• Clients are redirected to the PayPal website for payment. They must ensure their PayPal account is active and has sufficient funds.

2.2.3 Payment via Google Pay

• Clients select a payment card from their Google Pay account. They must ensure the account is active and has sufficient funds.

2.2.4 Payment via Apple Pay

• Clients select a payment card from their Apple Pay account. They must ensure the account is active and has sufficient funds.

2.2.5 Payment via Bank Transfer

• Orders are confirmed once payment arrives at Optimo Logistika's bank account. Any bank-related charges are borne by the client.

2.2.6 Payment with User Credits

• Clients can use user credits for payment. If there are insufficient credits, clients can top-up their account using various payment methods.

2.2.7 Deferred Payment Option

• Clients confirm payment obligations to be executed within the invoice's due date. Late payments incur additional fees.

2.3 Additional Charges

• Clients must pay additional costs incurred due to inaccurate information or non-compliance with terms. Optimo Logistika may charge an administrative fee for handling such costs.

• Additional charges may be applied due to abrupt pricing changes or return costs if the shipment is returned to the sender for client-related reasons.

2.4 Cancellation and Refunds

• Cancellation in Writing: Clients can cancel orders in writing only and must not hand over the shipment if the logistics provider arrives.

• Non-Refundable Orders: Orders are non-refundable after being placed, which allows for changes and refunds before the first pick-up attempt.

• Refund Process: Refunds may be issued as credit in the client's Optimo Logistika account or to the original payment method within thirty days.

2.5 Claims and Complaints

• Damage or Loss Claims: Clients can initiate claims for damage or loss of shipments to receive reimbursement. Claims must be supported by documentation and comply with terms.

• Claims Department: Optimo Logistika’s Claims department handles claims with logistics providers and insurance companies.

• Complaint Process: Clients can raise complaints via an online form on Optimo Logistika.com. Optimo Logistika will respond within thirty days.

2.5.1 Damage Claim

• Clients must notify Optimo Logistika of any damage on the delivery date and provide necessary documentation within two business days.

2.5.2 Loss Claim

• Clients must notify Optimo Logistika if the shipment is not delivered within five working days. Optimo Logistika will investigate and start a claim if the shipment is officially lost.

2.5.3 Official Complaint

• Clients can raise official complaints within seven days of the last correspondence, order status update, pick-up date, or delivery date. Optimo Logistika will reply within thirty days.

3. General Shipping Rules

The following rules apply to all orders processed through Optimo Logistika, unless specified otherwise for certain shipment or service types. Customers must be aware of the specific rules applicable to the service they choose, as described in section 4 of these Terms and Conditions or the specific carrier's terms to which they agree when confirming an order.

3.1 Packaging

Customers must ensure their goods are properly packed with suitable outer and inner packaging that matches the item type and weight. Packaging must be robust enough for transport and handling at logistics centers. Improper packaging may lead to collection refusal, and customers will bear any related costs. Damage or loss due to inadequate packaging is the customer's responsibility, and insurance claims may be denied if items are improperly packed.

Standard packaging should be a closed, taped cardboard box with multiple layers of carton. Other types of packaging are used at the customer's risk and may incur extra charges. The packaging must withstand a one-meter drop. Bags, suitcases, and travel bags are not permitted. For palletized shipments, goods must be attached to the pallet and wrapped securely. Damaged pallets are not allowed, and non-returnable pallets are included in the total weight and dimensions declared.

Customers must remove old labels and provide correct new labels on the shipment. Each item must be labeled correctly, even if the logistics provider prints the label. Proof of collection is required for any claims. Each shipment piece must be handed to the driver with the correct label, and the correct number of items must be declared during booking.

3.2 Size and Weight Limits

Prices are based on the customer's declared size and weight of the shipment. Exceeding these limits will result in additional charges as described in section 2.3. Customers must verify the size and weight limits of the specific service they book. Exceeding these limits may result in collection or delivery refusal and the shipment being returned at the customer's expense. The declared weight and dimensions include packaging and goods.

3.3 Pick-up and Delivery

Shipments must be available for collection during local working hours. If the shipment is not picked up, customers must inform Optimo Logistika immediately for a second attempt. Additional costs for failed pick-up or delivery due to customer issues will be borne by the customer.

Accurate pick-up and delivery addresses must be provided, along with relevant information. The driver must be able to park within 15 meters of the address, and the service is to the main door of the building. For freight or palletized cargo, customers are responsible for loading and unloading, providing necessary equipment and access. Loading/unloading is limited to 30 minutes to avoid extra costs.

Address changes post-label creation are not guaranteed, and local telephone numbers for contact during pick-up and delivery are required. The logistics provider may reject collection if service provision is hindered by external factors like remote locations or embargoes.

A shipment may be deemed unacceptable if it lacks a required customs declaration, contains prohibited items, has an incorrect address, or is improperly packaged. If deemed unacceptable, undervalued for customs, or delivery is refused, the shipment may be returned or disposed of at the customer's cost. The carrier may destroy any shipment that cannot be returned legally.

 

This version retains the essence of the original content while rephrasing to avoid direct copying. It provides a high-level overview of Optimo Logistika's general shipping rules, including packaging requirements, size and weight limitations, and pick-up and delivery protocols.

3.4. Prohibited Items

The client acknowledges and agrees to the list of prohibited items outlined here, confirming they will not send any items listed or any goods prohibited by the terms and conditions of the selected logistics provider, or by the laws of the country where the pickup or delivery address is located. Should the client choose to send prohibited items, they will be fully responsible for any damages or expenses incurred.

Examples of prohibited items include, but are not limited to:

• Dangerous, hazardous, or flammable goods that are restricted by IATA (International Air Transport Association), ICAO (International Civil Aviation Organization), or other relevant authorities ("Dangerous Goods").

• Items that may cause damage to other goods during transport.

• Artwork, jewelry (including watches), precious metals, gemstones, pearls, and fragile items such as glass, porcelain, and earthenware.

• Antiques and fur items.

• Cash, coins, collectible items, stamps, or documents that can be exchanged for cash or goods.

• Alcoholic beverages and tobacco products.

• Liquids of any type.

• Human remains, live animals or plants, and perishable food items.

• Goods requiring temperature-controlled transport.

• Items prohibited by the laws or regulations of any country where the goods are being transported.

• Substances that require special permits, handling, or specific documentation.

• For airfreight: shipments containing Lithium Ion or Lithium Metal batteries, and items restricted under EC Regulation No 300/2008 of March 11, 2008.

• Goods that fall under the European Agreement on the International Carriage of Dangerous Goods by Road (ADR).

The logistics provider reserves the right to refuse transport of goods deemed dangerous or damaging in nature. If such goods are delivered to the provider, they may be removed or disposed of without further notice, at the client's expense. The client will be liable for any losses or damages associated with these items and agrees to indemnify the logistics provider for any penalties, claims, or expenses incurred in relation to these items. The provider may handle these items in any way deemed necessary.

Additionally, the following items are not covered by insurance unless specifically confirmed by the carrier or insurer:

• Food items (including liquids).

• Fragile goods like glass and porcelain.

• High-value items.

• Any individual item valued over 5,000 EUR. The client must notify the provider in writing about any item valued above 2,000 EUR.

• Items of sentimental value.

3.5. Customs

The logistics provider does not act as a customs broker or agent and is not responsible for customs duties or processes, unless specified in the service description. The client is responsible for verifying customs requirements for both the export and import countries based on local laws and policies.

The client must cooperate fully with customs authorities. Any customs duties, taxes (including VAT), penalties, storage fees, or other related charges are the client’s responsibility. If the logistics provider incurs additional costs due to customs procedures or failure to provide proper documentation, the client will be charged accordingly. Such charges will be processed as additional fees under section 2.3.

The logistics provider has no obligation to verify or advise the client regarding the provided information and documents. The client agrees to indemnify the logistics provider against any claims arising from incorrect or incomplete information provided, including any resulting financial penalties.

For shipments to or from non-EU countries, the client must provide the logistics provider with the following for each item in the shipment:

• A commercial invoice in English, detailing the EORI number, goods description, value, currency, and applicable Incoterm.

• A commodity code for each item.

• A written notification in advance of any non-standard or temporary exports (e.g., items being repaired).

• Any authorizations required for direct representation by the logistics provider.

• Any necessary documentation required by customs authorities or regulations.

For palletized cargo or freight, the client must either provide customs-cleared cargo or instructions for the customs clearance process. The quoted rate does not cover customs clearance, duties, or taxes.

The client is required to provide the necessary documents for customs or any other formalities before delivery. Failure to provide the required information or documents may result in the rejection of the shipment or its return, with additional charges for which the client will be responsible.

The shipper guarantees that all information provided concerning the export and import of the goods is accurate and true. Any false or fraudulent statements may lead to civil claims, criminal prosecution, and penalties, including the forfeiture or sale of the shipment.

4. Service Types

This section outlines the specific services available within Optimo Logistika's logistics solutions. The specific rules for each service type complement the general rules provided earlier in these Terms and Conditions. If there is a conflict between these sections, the specific service type rules prevail.

4.1 Document Shipping

4.1.1 Definition

Document shipping allows customers to send documents globally. Each item must have a printed label attached.

4.1.2 Packaging and Limits of Size and Weight

Documents must be packed in envelopes, with a maximum weight of 2 kg per shipment. Envelopes should not exceed 35 x 28 x 1 cm.

4.1.3 Liability and Extended Liability

Shipments in this service are covered by the logistics provider’s liability under the Convention on the International Carriage of Goods by Road Contract (CMR), the Montreal Convention, or the Warsaw Convention, as applicable. Customers can opt for extended liability coverage, but additional insurance is not available.

4.2 Regular and Standard Package Shipping

4.2.1 Definition

This service allows customers to ship packages with standard features. Differences specific to the Standard service are described in section 4.2.2. Each item must have a label attached, either printed by the customer or provided by the carrier at collection.

4.2.2 Standard Shipping

Orders placed before 11 AM CET are collected the same day; otherwise, collection occurs on the next business day. Delays may occur due to traffic, high order volumes, weather, or remote pick-up locations. Customers are responsible for printing and attaching the labels received via email.

4.2.3 Liability and Additional Insurance

Standard shipping is covered by the logistics provider’s liability under CMR and includes basic insurance. Customers can purchase additional insurance up to 2000 EUR per item if the origin and destination countries are in the EU. Certain items like electronics, designer clothing, and musical instruments have specific conditions and limitations.

4.3 Priority and Express Shipping

4.3.1 Definition

These services allow global shipping of parcels and pallets by road or air, with Express shipping being the faster option. Labels must be printed and attached to each item.

4.3.2 Size and Weight Limitations

Prices for palletized cargo in these services are for stackable pallets only.

4.3.4 Liability and Additional Insurance

Shipments are covered by the logistics provider’s liability under CMR, the Montreal Convention, or the Warsaw Convention. Additional insurance can be purchased, covering up to 50,000 EUR per shipment.

4.4 Regular Pallets and Other Road Freight Cargo Shipping

4.4.1 Definition

This service is for non-standard, bulky items and regular pallets via road freight. Prices assume stackable items. Non-stackable items incur additional costs. Weight accuracy is the customer’s responsibility.

4.4.2 Liability and Additional Insurance

Covered by CMR liability, customers can purchase additional insurance up to 5000 EUR per shipment within the EU. Claims can only be made after the logistics provider confirms responsibility for damages or loss.

4.5 LTL and FTL Shipping Service

4.5.1 Definition

LTL (Less-than-Truckload) and FTL (Full-Truckload) services use semi-trailers or trailers for road transportation. Covered by the CMR convention, customers must adhere to vehicle limitations.

4.5.2 Preparation of Goods

Cargo must be packed and secured appropriately. Loading and unloading are limited to one hour, with additional costs for delays.

4.5.3 Restrictions and Limitations

Customers are responsible for accurate weight and volume. Exceeding limits may result in additional charges or cancellation.

4.6 Vehicle Logistics Service

4.6.1 Definition

This service transports road vehicles as cargo, using specially built trucks and trailers. Covered by the CMR convention.

4.6.2 Preparation of Vehicle

Vehicles must be clean and prepared for inspection. Loose parts must be secured, and personal items are limited to one suitcase in the trunk.

4.6.3 Pickup & Delivery

Pick-up and delivery are subject to location restrictions. Customers must be present or appoint a representative. Delays and related costs are the customer’s responsibility.

4.6.4 Liability and Insurance

Vehicles are inspected at pick-up and delivery. Optimo Logistika’s responsibility ends with the customer’s acceptance of the vehicle at delivery. Damages must be noted on the consignment note.

4.7 Other Shipping Types

Optimo Logistika may offer additional logistics services not described here. Terms for these services must be mutually agreed upon. If not defined, these Terms and Conditions apply. New shipping types are added upon publication at Optimo Logistika.com.

5. Applicable Law and Jurisdiction

Unless otherwise mandated by the laws of the country where the client resides, the following provisions apply:

• These Terms and Conditions, along with any related contracts, will be governed and interpreted according to the laws of the Grand Duchy of Belgrade.

• Any disputes arising from these Terms and Conditions or associated contracts will be resolved in the courts of the Grand Duchy of Belgrade.

• In the event of any inconsistencies between translations of these Terms and Conditions, the English version will take precedence.

• If there are conflicts between these Terms and Conditions and those of the logistics provider, the strictest limitations should apply, and any activities prohibited by either document must be avoided.

• The invalidity or unenforceability of any provision does not affect the validity of the remaining provisions.