1. Provider, Capacity and Scope of these Terms

Provider. These General Terms and Conditions (the “Terms”) are issued by BLLOOG, s.r.o., with its registered office at Velehradská 1735/28, Vinohrady, 130 00 Prague 3, IČ: 19303378, registered in the Commercial Register maintained by the Municipal Court in Prague, file No. 384441 (the “Provider” or “BLLOOG”).
BLLOOG operates the Application and provides logistics services in one of the following capacities: (a) as a freight forwarder within the meaning of Sections 2471 et seq. of Act No. 89/2012 Coll., the Civil Code (the “Civil Code”), arranging the carriage of Shipments in its own name and on the Consumer’s account through selected logistics providers; or (b) as a carrier within the meaning of Sections 2555 et seq. of the Civil Code and, in the case of carriage by road, the CMR, performing the carriage itself or through sub-carriers engaged on its responsibility.
Determination of capacity. BLLOOG acts as a freight forwarder unless (i) the order confirmation or the Contract states that BLLOOG acts as a carrier for the relevant order, (ii) BLLOOG is named as the carrier on the consignment note, or (iii) BLLOOG performs the carriage itself. As a freight forwarder, BLLOOG is entitled to perform the carriage that it is to arrange itself (self-entry pursuant to Section 2475 of the Civil Code); where it does so, it has the rights and obligations of a carrier in respect of that carriage. Where these Terms refer to the “logistics provider”, the reference includes BLLOOG where BLLOOG performs the carriage itself.
Where BLLOOG acts as a carrier by road, international carriage is governed by the CMR, and — pursuant to Section 9a of Act No. 111/1994 Coll., on Road Transport — the provisions of the CMR on the conclusion and performance of the contract of carriage, the carrier’s liability, claims and limitation apply, mutatis mutandis, to domestic road carriage within the Czech Republic as well. The CMR is an international convention that applies to the carriage regardless of whether the Consumer contracts as a consumer; the mandatory consumer-protection provisions of Czech law described in these Terms apply in addition to, and are not displaced by, this framework.
Consumers only. These Terms apply exclusively to consumers — every natural person who, when concluding the Contract or otherwise dealing with the Provider, acts outside the scope of their business activity or the independent exercise of their profession (Section 419 of the Civil Code). They do not apply to entrepreneurs acting within their business activity, who are governed by the Provider’s separate General Terms and Conditions for Business Customers, available at https://www.blloog.com/policies/gtc-business.
These Terms form an integral part of the contract concluded between the Provider and the Consumer (the “Contract”). The use of the Application and any programmatic access to the platform are further governed by the Fair Use and API Policy, which forms part of these Terms (Article 16). The processing of personal data is described in the Privacy Policy and the use of cookies in the Cookie Policy (Article 15). Nothing in these Terms limits the Consumer’s mandatory statutory rights; where any provision of these Terms conflicts with a mandatory consumer-protection rule, that rule prevails and the remainder of these Terms remains in effect.

Communication channels

The Consumer may contact BLLOOG in writing through the contact form on blloog.com or via an e-mail address using the @blloog.com domain (contact@blloog.com), or by telephone using one of the numbers published on blloog.com or the direct number of a BLLOOG representative. Telephone calls are charged at the Consumer’s standard rate; BLLOOG does not use premium-rate numbers for contact in connection with a concluded Contract.
For matters that require a significant change to the contractual relationship — such as withdrawal from the Contract, cancellation or modification of an order, or initiating a complaint (claim) — the Consumer should use a written channel so that the communication can be recorded; this is recommended for the Consumer’s protection and does not prejudice the validity of any notice the Consumer is entitled by law to make in another form. Regardless of the channel used, the Consumer should state the order number and provide the details necessary for identification (in particular name and e-mail address).

2. Definitions

The following definitions apply throughout these Terms:

“Application” means the freight platform operated by BLLOOG that connects clients with logistics providers and drivers across Europe and that digitises the booking, dispatching, tracking and settlement process; it is available as a mobile application (iOS or Android) and as a web application at www.blloog.com;
“Consumer” means a natural person who orders logistics services arranged or rendered by BLLOOG for a purpose that is outside their trade, business, or profession (Section 419 of the Civil Code); in these Terms also referred to as “you”;
“Shipment” means a load of goods sent from one place to another, consisting of one or more items (each item being an element of the Shipment);
“Pallet” means a stackable pallet (with a flat surface allowing another pallet to be placed on top), as opposed to a non-stackable pallet that cannot be stacked due to its shape, contents, or packaging;
“Logistics provider” means a company selected by BLLOOG that offers logistics services or assigns them within its network (for example a carrier, courier company, or freight forwarder); in accordance with Article 1, references to the logistics provider include BLLOOG where it performs the carriage itself;
“Logistics service” means a service including but not limited to dispatching, transportation, delivery, warehousing, and fulfilment, which BLLOOG, depending on its capacity under Article 1, arranges as a freight forwarder or renders as a carrier;
“Business day” means every day except Saturdays, Sundays, and public and bank holidays in the countries of pick-up, transit, or delivery of the Shipment;
“CMR” means the Convention on the Contract for the International Carriage of Goods by Road (Geneva, 19 May 1956), as amended;
“Fair Use and API Policy” means the Provider’s Fair Use and API Policy available at https://www.blloog.com/policies/fair-use-policy;
“Privacy Policy” means the Provider’s Principles of Processing and Protection of Personal Data available at https://www.blloog.com/policies/privacy-policy, and “Cookie Policy” means the Provider’s Cookie Policy available at https://www.blloog.com/policies/cookie-policy;
“Force majeure” means any extraordinary, unforeseeable, and insurmountable obstacle arising independently of the will of the obligated party, including in particular natural disasters, war, terrorism, civil unrest, strikes, epidemics, official measures, embargoes, and failures of energy, telecommunications, or IT infrastructure of third parties;
“ADR” in Article 18 means out-of-court (alternative) dispute resolution before the competent authority; elsewhere, where the context concerns dangerous goods, ADR means the European Agreement concerning the International Carriage of Dangerous Goods by Road.

3. Pre-contractual Information

Before the Consumer places an order, the Provider communicates the following information in a clear and comprehensible manner (Sections 1811, 1820 and 1826a of the Civil Code), to the extent it is not apparent from the context:

the identity and contact details of the Provider (Article 1) and, where relevant, the capacity in which BLLOOG acts (Article 1);
the main characteristics of the logistics service ordered (Articles 8 to 13);
the total price of the service including all taxes and charges, or, where the price cannot reasonably be calculated in advance, the manner of its calculation, together with any additional costs the Consumer may incur (Articles 4 and 6);
the cost of means of distance communication, where it differs from the basic rate (none is charged by the Provider above the basic rate);
the terms of payment, performance and delivery, and the procedure for handling complaints (Articles 4, 8 and 9);
the conditions, time limit and procedure for exercising the right of withdrawal, and the cases in which the right does not arise or ceases (Article 7), including the model withdrawal form;
the existence of statutory rights from defective performance and any after-sales assistance;
the duration of the Contract, or the conditions for terminating it where it is for an indefinite period or is automatically renewed; and
the possibility of out-of-court settlement of consumer disputes through the Czech Trade Inspection Authority (Česká obchodní inspekce) and the related contact details (Article 18).

The Consumer acknowledges that this information has been provided before the order is placed. This information forms part of the Contract and may be changed only by express agreement of the parties.

4. Ordering and Conclusion of the Contract

4.1 Online platform

The Consumer may place orders on the blloog.com platform and/or in the Application, choosing from established services with displayed prices. Before submitting the order, the Consumer can review and change the data entered and is shown a summary of the order, the total price and these Terms. Submitting the order is an act expressly indicated as one “obliging the Consumer to pay”. After completing the ordering process, the Consumer proceeds with payment using one of the methods in Article 5.
After the order is placed, BLLOOG initiates the booking of the logistics service with the chosen logistics provider or, where it acts as carrier, schedules the carriage itself. The Contract is concluded upon BLLOOG’s confirmation of the order, which is sent to the Consumer’s e-mail address together with the text of these Terms and confirmation of the content of the Contract; the confirmation states the capacity in which BLLOOG acts (Article 1).
By placing the order, the Consumer confirms that they have read these Terms and the pre-contractual information and agree to them.

4.2 Off-platform ordering

The Consumer may place an order directly with a BLLOOG representative via an established communication channel, providing the information necessary for BLLOOG to book or schedule the logistics service. The Consumer receives an individually prepared offer; the Contract is concluded once the Consumer accepts the offer. BLLOOG attaches these Terms (or a link to them) and the pre-contractual information to the offer, and the Consumer accepts them by accepting the offer.

4.3 Records of the Contract

The Provider stores the concluded Contract and provides the Consumer with access to its text on request. The Contract may be concluded in the Czech or English language. The Consumer is responsible for being familiar with these Terms, in particular the description of the service ordered.

5. Price and Payment

All prices are stated as final prices, inclusive of the applicable VAT and all charges. The total price for the order, including all taxes, charges, and any selected additional services, is displayed to the Consumer before the order is placed and is binding once the order is placed. No cost, fee or charge that was not disclosed to the Consumer before the order may be claimed from the Consumer (Section 1811(2) and Section 1817 of the Civil Code).
Invoices and other accounting documents are issued and sent to the Consumer’s disclosed e-mail address. An invoice is deemed delivered once sent by e-mail.

Card payments

Card payments are processed directly through the secure systems of BLLOOG’s payment processor Stripe and its banking partners. BLLOOG does not store any payment card data; the processing of payment data is described in section 3(d) of the Privacy Policy. The Consumer is responsible for ensuring that the card used is valid and has sufficient funds. Any third-party charges arising solely because the card was rejected for reasons on the Consumer’s side may be charged to the Consumer only in accordance with Article 6.

Bank transfer

Where bank transfer is offered, the Consumer pays the agreed amount in accordance with the payment instructions sent by BLLOOG after the order is placed (bank account, amount, reference data). Transfers must be made in the currency and to the account specified; the Consumer bears only such bank or currency-conversion fees as their own bank charges them.

6. Additional Charges

An additional charge may be applied only for costs actually and reasonably incurred by BLLOOG or the logistics provider as a result of circumstances on the Consumer’s side — in particular inaccurate information provided during ordering, or the Shipment not matching the booked service (for example exceeding the declared size or weight). The Provider will substantiate any additional charge on request.
An additional charge is not applied automatically to the Consumer’s payment method without the Consumer’s express prior consent to that specific payment (Section 1820(1)(d) of the Civil Code). Where an additional charge arises, BLLOOG notifies the Consumer in writing, states the reason and amount, and the Consumer pays the indicated amount within 14 days of the notice; the Consumer may instead dispute the charge, in which case Article 18 applies.
If there is an abrupt change in pricing for the selected route, BLLOOG informs the Consumer. The Consumer is not obliged to accept any increase; if the Consumer does not accept it, BLLOOG provides a full refund of the price paid and does not forward the order to any logistics provider. If a Shipment must be returned to the sender for reasons unrelated to the logistics provider, the Consumer bears the reasonable additional return costs of which they were informed in advance; if the Shipment cannot be returned for reasons unrelated to the provider’s operations, the provider may, only after notifying the Consumer and allowing a reasonable period for instructions, dispose of the Shipment in accordance with law, and the Consumer bears the reasonable disposal costs.

7. Right of Withdrawal; Cancellation and Refunds

Right to withdraw from a distance contract

Because the Contract is concluded by means of distance communication, the Consumer has the right to withdraw from it within 14 days without giving any reason (Section 1829 of the Civil Code). The period for a service contract runs from the day the Contract is concluded. To meet the deadline, it is sufficient to send the notice of withdrawal before the period expires.
The Consumer may withdraw by any unequivocal statement made to BLLOOG (for example by e-mail to contact@blloog.com or through the contact form on blloog.com). The Consumer may use the model withdrawal form set out in the Annex to these Terms but is not obliged to do so. BLLOOG will confirm receipt of the withdrawal to the Consumer without undue delay.
Performance begun during the withdrawal period. If the Consumer expressly requests that the logistics service begin before the withdrawal period expires, the Consumer may still withdraw, but must pay BLLOOG a proportionate part of the agreed price for the performance provided up to the moment of withdrawal (Section 1834 of the Civil Code).
Loss of the right to withdraw. The right to withdraw does not arise, or ceases, in the cases set out in Section 1837 of the Civil Code — in particular where the service has been fully performed and its performance began with the Consumer’s prior express consent and with the Consumer’s acknowledgement that the right to withdraw will cease once the service is fully performed. The Provider draws the Consumer’s attention to these consequences before the order is placed.
Refunds. Where the Consumer withdraws, BLLOOG returns all payments received from the Consumer (less, where applicable, the proportionate part for performance already provided under the preceding paragraph) without undue delay, and no later than 14 days from the withdrawal, using the same means of payment the Consumer used, unless the Consumer expressly agrees otherwise; this causes the Consumer no additional cost.

Cancellation of an order outside the right of withdrawal

The Consumer may also ask to cancel an order; cancellation should be communicated in writing. Where the right of withdrawal still applies, the rules above govern any refund. Where the right of withdrawal no longer applies (for example because the service has been fully performed with the Consumer’s consent), BLLOOG refunds amounts corresponding to any part of the service not yet provided, after deducting costs reasonably and demonstrably incurred.
If the Consumer cancels, they should not hand over any Shipment to the logistics provider should the provider arrive at the pick-up address; if the Consumer nonetheless hands over the Shipment, the reasonable related costs may be charged under Article 6.
Nothing in this Article limits the Consumer’s right to a refund where the Provider does not perform the Contract, performs it defectively, or where mandatory law otherwise provides.

8. Claims and Complaints (Liability for Defects)

In the event of damage to, or loss of, a Shipment during the logistics service, the Consumer has the right to claim the resulting loss of value. The Consumer may exercise the claim using the established communication channels; BLLOOG will issue the Consumer with a written confirmation of when the claim was made, what it concerns, and the manner of handling requested.
Handling and time limits. BLLOOG decides on the claim immediately, in complex cases within three Business days; this period does not include the time reasonably required for expert assessment of the defect. The claim, including the removal of the defect or other settlement, is handled without undue delay and no later than 30 days from the day it was made, unless a longer period is agreed with the Consumer. If the claim is not settled within this period, the Consumer has the rights that the law attaches to failure to perform.
Where BLLOOG acts as a freight forwarder, orders are subject to the liability of the chosen logistics provider, and BLLOOG’s Claims department assesses and handles claims against the logistics provider and/or insurer on the Consumer’s behalf. This does not affect BLLOOG’s own liability towards the Consumer under Article 14 (in particular its liability for careful arrangement and selection of the logistics provider) and any mandatory rights the Consumer has against BLLOOG.
Where BLLOOG acts as a carrier, the claim is handled by BLLOOG as the liable party in accordance with Articles 8 and 14.

Primacy of the CMR

Where BLLOOG acts as a carrier in carriage governed by the CMR (including domestic road carriage pursuant to Section 9a of Act No. 111/1994 Coll.), the mandatory provisions of the CMR — in particular Articles 17 to 30 (liability and reservations) and Article 32 (limitation) — apply, and nothing in these Terms is to be read as a stipulation derogating from the CMR (Article 41 CMR). Reservations for damage not apparent at delivery may be made within 7 days of delivery (Sundays and public holidays excepted), and written reservations for delay within 21 days. The procedural steps in this Article are a service standard that facilitates the handling of a claim; failing to follow them does not deprive the Consumer of any right conferred mandatorily by the CMR or by Czech consumer law.

Documentation and assessment

The Consumer should record damage or full or partial loss in writing on the proof of delivery and notify BLLOOG without undue delay, as a rule by the first Business day after delivery, so that the claim against the logistics provider and/or insurer can be pursued in time. A failure to meet a purely procedural deadline does not by itself extinguish the Consumer’s mandatory rights against BLLOOG, but the Consumer should cooperate so that loss can be minimised.
The Consumer should, where possible, keep the Shipment in the condition in which it was delivered until the assessment is completed and, where an item shows external damage, photograph the damage before unpacking. A claim may also be made where goods are missing on delivery.
To establish the value of a damaged or lost item, the Consumer provides reasonable evidence of value, such as the purchase invoice or receipt; the Provider may take into account the applicable VAT and reasonable depreciation. Unless mandatory law (in particular Article 23 CMR) provides otherwise, compensation reflects the value of the goods.
When a claim may be declined. BLLOOG may decline a claim only on lawful grounds, in particular where the loss was demonstrably caused by the Consumer, by a defect of the goods, by inherent vice, by manifestly inadequate packaging done by the Consumer, by a force majeure event, or by the dispatch of a prohibited item (Article 10) — subject always to the mandatory liability rules of the CMR and of Czech consumer law. BLLOOG will give the Consumer reasons for declining a claim.
No insurance-based reimbursement above the basic liability or basic insurance included in the price can be claimed where additional insurance was not arranged; any additional insurance is contingent on the established liability of the selected logistics provider or of BLLOOG as carrier.

9. General Rules of Shipping

These rules apply to all orders made through BLLOOG unless it is expressly stated that a rule applies only to a particular type of Shipment or service. A distinct rule may apply to a specific service type, as detailed in Article 13.

Packaging

Goods should have suitable outer and inner packaging appropriate to the type, weight, and content of the Shipment, designed for safe transport and handling at logistics centres. Where a Shipment is not properly packed, the logistics provider may return or refuse to collect it; reasonable resulting costs may be charged under Article 6. The Consumer is responsible for damage demonstrably resulting from packing done by the Consumer.
Neither BLLOOG nor the logistics providers offer special handling for items labelled breakable, fragile, or requiring careful handling; due to automated handling such labels may be disregarded. The Consumer is informed of this before ordering so that packaging can be chosen accordingly.
Standard packaging for non-palletised Shipments is a cardboard box of two or more carton layers, securely closed, taped, and, if necessary, wrapped with foil, able to withstand a fall from a height of 1 metre. Torn or damaged boxes, or boxes with unintended holes, should not be used. Bags, suitcases, and travel bags are not suitable as outer packaging. Any alternative packaging is used at the Consumer’s risk and may incur additional charges under Article 6.
If the selected service allows transport on pallets, the Consumer packs, stores, and secures the goods on the pallet, wraps them with plastic foil, and ensures they do not exceed the pallet’s surface. Plastic, carton, or wooden pallets may be used; damaged pallets should not be used. The ordered total weight and dimensions include both the pallet and the goods. Pallets are not returnable.
Before pick-up, the Consumer removes all old labels and address information and ensures the correct label is affixed to the appropriate item, even where the logistics provider generates the label. The Consumer should obtain proof of collection from the driver, which is important evidence if a complaint is later made.

Size and weight limitations

All prices are based on the size and weight declared by the Consumer. Any discrepancy between declared and actual size or weight is addressed under Article 6. The Consumer should review the size and weight limits stated during ordering; exceeding them may result in refusal of collection or delivery, and the Shipment may be returned to the sender, with reasonable costs charged under Article 6. The ordered total weight and dimensions include both the packaging (pallet, parcel, wrapping) and the goods.

Pick-up and delivery

The Consumer makes the Shipment available at the pick-up address during the local logistics provider’s working hours; pick-up may occur before or after a specified time due to unforeseen factors. If the driver does not pick up the Shipment on the scheduled date, the Consumer should promptly inform BLLOOG so a second attempt can be arranged. If pick-up or delivery is unsuccessful on the scheduled day for reasons attributable to the Consumer, subsequent attempts may incur reasonable additional costs under Article 6.
The Consumer provides a complete and accurate pick-up and delivery address and all relevant information, entered in the designated fields (not the comments field), in particular:
- the name and address of the sender (consignor);
- the name and address of the consignee;
- the common description of the nature of the goods and the method of packing;
- the number of packages and their special marks and numbers; and
- the gross weight of the goods or their quantity otherwise expressed.
Pick-up and delivery take place at an easily accessible location allowing the driver to park within 15 metres of the address. The service is provided up to the main door of the building; the driver is not obliged to carry the Shipment to any floor other than the ground floor unless a service including this is ordered.
For freight/palletised cargo or full-van LTL service types, the Consumer is, absent special agreement, responsible for loading and unloading and provides the necessary access; loading and unloading take place from the ground floor only. Where the Consumer is not in a position to do so, a driver-assistance or full loading/unloading service may be ordered (Article 13).
All pick-up and delivery times stated during ordering are estimates only and are not binding; this does not affect the Consumer’s rights where a fixed date was expressly agreed or where delay causes the Consumer harm for which the carrier is liable under the CMR.
The logistics provider may decline collection where the service cannot lawfully or safely be provided (for example remote locations, sanctions or embargo on the pick-up country, or risk to persons, equipment, or other goods). A Shipment may be unacceptable if no required customs declaration is made, it contains prohibited items (Article 10), its address is incorrect or its packaging inadequate, or it contains an item that cannot be carried safely or legally.
If a Shipment is unacceptable, undervalued for customs, the consignee cannot be located, or the consignee refuses delivery or payment of duties, the carrier makes reasonable efforts to return the Shipment to the sender; failing this, only after notifying the Consumer and allowing a reasonable period for instructions, the Shipment may be released or disposed of in accordance with law. A Shipment may be destroyed only where it cannot lawfully be returned or contains prohibited items.
Shipments cannot be delivered to PO boxes unless offered during ordering. Delivery is considered effective if the Shipment is handed over against signature to the recipient or to a person reasonably appearing entitled to receive it at the delivery address, or delivered to an agreed alternative address or access point; surcharges for a change of delivery address requested by the Consumer may apply under Article 6.
The logistics provider may open and inspect a Shipment without prior notice where required for safety, security, customs, or regulatory reasons, and may be obliged to X-ray screen it; damage or delay resulting solely from such lawful screening is not attributable to BLLOOG.

Inspection at pick-up and delivery

At pick-up, the Consumer and the logistics provider inspect the Shipment for pre-existing exterior damage, agree on its condition, and the Consumer signs and receives a copy of the CMR consignment note or other requested document; these may be created and signed electronically in the Application. At delivery, both parties inspect the Shipment for external transport damage, and the Consumer signs and receives a final copy of the consignment note. Any damage should be recorded in the designated section of the consignment note. Signing without reservation does not deprive the Consumer of reservations under the CMR for damage not apparent at delivery (Article 8) or of any mandatory consumer right.

10. Prohibited Items

The Consumer must not dispatch any item on the list below, any item prohibited by the logistics provider’s terms, or any item prohibited by the law of the country of pick-up or delivery. If the Consumer sends a prohibited item, they are responsible for the resulting damage and expenses to the extent caused by them. Prohibited items include:
- dangerous, hazardous, and flammable goods prohibited or restricted by IATA, ICAO, or another relevant organisation (“Dangerous Goods”);
- objects that can damage other items during transport;
- works of art, jewellery (including watches), precious metals, precious stones, pearls, glass or articles of glass, porcelain, earthenware, or similar materials;
- antiques and furs;
- cash, coins, collectable coins, stamps, and documents exchangeable for cash or goods;
- alcohol and tobacco products;
- liquids of any kind;
- human remains, live animals or plants, and perishable food;
- goods requiring temperature-controlled transport;
- goods prohibited by the law or regulation of any authority of any country through which they are carried;
- substances requiring special permits, handling, or documentation;
- for airfreight: all lithium-ion and lithium-metal shipments, and goods prohibited under Regulation (EC) No 300/2008 and its implementing rules, as amended; and
- Shipments covered by the European Agreement concerning the International Carriage of Dangerous Goods by Road (ADR).
The logistics provider may refuse items considered dangerous or potentially damaging. If such items are handed over, the provider may lawfully remove or otherwise address them at the Consumer’s expense, and the Consumer is responsible for any associated loss or damage caused by the prohibited item.
No insurance is accepted for the following items unless expressly confirmed by the carrier or insurer concerned: food (including in liquid form); fragile items such as glass and porcelain; objects of great value; individual items with a value exceeding EUR 5,000 (the Consumer must notify BLLOOG in writing of any item exceeding EUR 5,000 in value); and objects with sentimental value.

11. Customs

BLLOOG does not act as a customs broker and bears no liability for customs duties or procedures unless expressly stated for the relevant service type in Article 13. The Consumer is responsible for checking the customs requirements of the export and import countries in advance and for cooperating with customs authorities. Any customs duties, taxes (including VAT where applicable), penalties, storage charges, or other expenses are the responsibility of the Consumer; where BLLOOG demonstrably incurs such costs because of acts of authorities or the sender’s or receiver’s failure to provide proper documentation, they may be charged to the Consumer under Article 6.
For shipments from or to any country outside the EU, the Consumer provides the logistics provider, for each consignment, with: a commercial invoice in English including the EORI number (where required), a clear description of the goods, their value, the currency, and the Incoterm used; a commodity code for each of the goods; advance written notice of any non-standard or non-permanent export (e.g. temporary export for repair); any specific authorisation for direct representation, if required by law; and any other information or document required by customs authorities or the logistics provider.
For freight/palletised cargo, the Consumer provides either customs-cleared cargo or the details for customs clearance; the order rate does not include customs clearance, duties, or taxes unless stated. The provider may refuse collection or return the Shipment, with reasonable costs under Article 6, if required documentation is missing or non-compliant. The Consumer certifies that statements regarding export and import are true and acknowledges that untrue or fraudulent statements may have legal consequences, including forfeiture and sale of the Shipment under applicable law.

12. Service Types

This Article lists specific service types within BLLOOG’s logistics solutions. Rules here are supplementary to the general rules above; in the event of conflict, the rules specific to the service type prevail, save that no provision may reduce the Consumer’s mandatory rights.

Van delivery — definition

Van delivery entails cargo transportation using vans and is governed by the CMR as cargo transportation. It is available only for countries that have ratified the CMR, both at origin and destination. The carriage is performed by a logistics provider selected by BLLOOG or by BLLOOG itself as carrier (Article 1).

Preparation of goods and transport

Transportation is conducted using a (larger) curtain-sided or a (smaller) box van, subject to the limitations of each vehicle. The Consumer may ship in bulk or loose form (in cardboard boxes, palletised, or appropriately strapped without a pallet). The provider may reject cargo that is not appropriately packed; reasonable resulting costs are charged under Article 6.

Restrictions and limitations

Unless stated otherwise during ordering, the maximum loadable weight is 1,000 kg for a curtain-side or box van and 700 kg for a van with a tail-lift, including packaging and goods. The Consumer is responsible for adhering to the gross weight limit; a weight check may be requested, and reasonable costs of exceeding the limit are charged under Article 6. Van dimensions may vary, and the Consumer agrees to comply with the maximum dimensions provided during ordering.

Pick-up & delivery

The maximum time for loading and unloading the van is 1 hour; if the Consumer takes materially longer for reasons on their side, reasonable additional costs may arise under Article 6.

Extras

During ordering, the Consumer may request the following additional services:
- Driver help on loading and unloading — assistance that does not oblige the driver to fully load and unload the cargo; the driver may refuse to help with items improperly packed or heavier than 20 kg (a tail-lift service must be ordered separately for heavier items);
- Full loading and unloading service — the driver performs full loading and unloading in the presence of the Consumer or their representative; the driver may refuse items improperly packed or heavier than 20 kg; and
- Tail-lift service — a van equipped with a tail-lift, which reduces the payload to a maximum of 700 kg.
These extra services apply to ground-floor loading/unloading.

Other shipping types

BLLOOG may provide additional logistics services not expressly set out here. To use them, the terms of shipping are expressly defined and agreed by both parties; otherwise these Terms apply, and orders are placed under the off-platform process in Article 4.

13. Liability

Liability as carrier. Where BLLOOG acts as a carrier (Article 1), it is liable for the total or partial loss of the Shipment and for damage thereto occurring between taking over and delivery, as well as for delay in delivery, under the conditions and with the defences set out in the CMR (in particular Articles 17 and 18), which pursuant to Section 9a of Act No. 111/1994 Coll. applies, mutatis mutandis, to domestic road carriage as well. Compensation is calculated and limited in accordance with the CMR — in particular it may not exceed 8.33 units of account (SDR) per kilogram of gross weight short or damaged (Article 23(3) CMR), and compensation for delay may not exceed the carriage charge (Article 23(5) CMR) — unless a special interest in delivery or a higher value has been declared and agreed against a surcharge (Articles 24 and 26 CMR), or the damage was caused by wilful misconduct or equivalent default (Article 29 CMR). These limits arise from an international convention and apply regardless of the Consumer’s status; BLLOOG draws the Consumer’s attention to the option of declaring a higher value or a special interest in delivery against a surcharge.
Liability as freight forwarder. Where BLLOOG acts as a freight forwarder, it is obliged to arrange the carriage with professional care, including the careful selection of the logistics provider, and it is liable for damage to a Shipment taken over in connection with arranging its transport pursuant to Section 2478 of the Civil Code, unless it could not avert the damage. Upon the Consumer’s request, BLLOOG will assign to the Consumer the claims it holds against the logistics provider, or pursue them on the Consumer’s behalf in accordance with Article 8.
No exclusion of mandatory liability. Nothing in these Terms excludes or limits the Provider’s liability where such exclusion or limitation is prohibited by law — in particular liability for damage caused intentionally or by gross negligence, liability for damage to a person’s natural rights, including life and health (Section 2898 of the Civil Code), and liability that may not be limited under the CMR or under consumer-protection law (Sections 1812 to 1815 of the Civil Code). The Consumer does not waive any right to compensation; any stipulation purporting such a waiver in advance is disregarded as against the Consumer.
Subject to the preceding paragraph, the Provider is not liable for the success or failure of the Consumer’s own use of the services, nor for damage caused by force majeure or by the conduct of the Consumer or third parties for which the Provider is not responsible, including loss of or damage to stored data caused by technical failures of third-party infrastructure.
Insurance. Where BLLOOG acts as carrier, it maintains carrier liability insurance covering its liability under the CMR. Where BLLOOG acts as freight forwarder, insurance coverage is provided by the selected logistics providers as described in Article 8; cargo insurance of the Shipment itself is arranged only where ordered as an additional service (Section 2477 of the Civil Code).
Lien. BLLOOG has a statutory lien on the Shipment to secure its claims arising from the Contract for as long as the Shipment is with BLLOOG or with a person holding it on BLLOOG’s behalf (Section 2481 of the Civil Code where BLLOOG acts as freight forwarder; Section 2571 of the Civil Code where it acts as carrier).

14. Protection of Personal Data; Cookies

The Provider processes the personal data of the Consumer (and of senders, consignees and other persons indicated by the Consumer) in connection with concluding and performing the Contract and operating the Application, in accordance with Regulation (EU) 2016/679 (GDPR) and applicable law. The legal bases are principally the performance of the Contract, compliance with legal obligations (including customs obligations), and the legitimate interests of the Provider and of the participants in the transport — including the processing of vehicle and driver location data for live tracking, dispatch and documentation of transports, as described in section 3(c) of the Privacy Policy.
Detailed information on the processing of personal data — including the categories of data, recipients and sub-processors, transfers outside the EU/EEA, retention periods, the procedure for deleting an account, and data-subject rights — is set out in the Privacy Policy. The use of cookies is described in the Cookie Policy. For these purposes, personal data may be disclosed to the selected logistics providers and other participants in the relevant transport, insurers, the payment processor (Stripe) and customs authorities, to the extent necessary to perform the Contract.
Data of other persons. Where the Consumer provides the personal data of third persons (in particular a sender or consignee), the Consumer should inform those persons of the processing by providing them with the Privacy Policy or equivalent information. The Consumer acknowledges that the live position of the vehicle performing the transport is displayed to the participants in that transport, as described in the Privacy Policy.

15. Application; Fair Use and API Policy

The Application is a freight platform that connects clients with logistics providers and drivers across Europe and digitises the booking, dispatching, tracking and settlement of van and truck freight. It exists as (i) a mobile application (iOS or Android) and (ii) a web application at www.blloog.com.
The Provider grants the Consumer, for the duration of the Contract, a limited, non-exclusive, non-transferable licence to use the Application for the purposes of the Contract. The use of the Application — including fair-use limits and prohibited conduct — is governed by the Fair Use and API Policy, which forms part of these Terms. By concluding the Contract, the Consumer confirms that they have read it and agree to it.
The Provider may modify, update or temporarily suspend the Application or its functions, in particular for maintenance, security or development reasons; planned outages are announced in advance where reasonably possible. Estimated times, distances and positions displayed in the Application are indicative and depend on third-party services and on the availability of GPS signals and mobile networks.

16. Newsletter

The Provider’s newsletter (the “Newsletter”) keeps the Consumer updated on news, developments, events, and trends. It is provided for information purposes only and is not advisory in nature.
The Consumer receives the Newsletter only on the basis of their consent, given by completing the subscription process. The Consumer may unsubscribe at any time, free of charge, by written notice to contact@blloog.com or via the unsubscribe link in each message; withdrawal of consent is described in the Privacy Policy and does not affect the lawfulness of processing before withdrawal.

17. Out-of-court Settlement of Consumer Disputes

If a dispute arising from the Contract cannot be settled directly, the Consumer has the right to out-of-court settlement of a consumer dispute. The competent body is the Czech Trade Inspection Authority (Česká obchodní inspekce), with its registered office at Štěpánská 567/15, 120 00 Prague 2, web: www.coi.cz and adr.coi.cz. The Consumer may initiate out-of-court settlement no later than one year from the day they first asserted the right that is the subject of the dispute against the Provider.
The Consumer may also turn to the contact point under Regulation (EU) No 524/2013 or to an authorised consumer-protection association. The Provider provides the Consumer with the information required by the Consumer Protection Act (Act No. 634/1992 Coll.). Out-of-court settlement is without prejudice to the Consumer’s right to bring the dispute before a court.

18. Governing Law and Jurisdiction

The Contract and these Terms, and any non-contractual obligations arising from them, are governed by Czech law, in particular the Civil Code, to the exclusion of conflict-of-law rules and of the UN Convention on Contracts for the International Sale of Goods. This choice of law does not deprive the Consumer of the protection afforded by the mandatory provisions of the law of the country of their habitual residence (Article 6 of Regulation (EC) No 593/2008, Rome I). The mandatory application of the CMR (Articles 1 and 41 CMR) is not affected.
Disputes are decided by the competent courts of the Czech Republic; however, in accordance with Regulation (EU) No 1215/2012 (Brussels I bis), the Consumer may bring proceedings against the Provider either before the courts of the Czech Republic or before the courts of the Member State in which the Consumer is domiciled, and the Provider may sue the Consumer only before the courts of the Member State in which the Consumer is domiciled. In matters governed by the CMR, the Consumer may also bring proceedings before the courts designated by Article 31 CMR. Where there are differences between language versions, the English version prevails for matters of interpretation, save that this never reduces the Consumer’s mandatory rights under the language of the country of their habitual residence.

19. Final Provisions

The Provider may amend these Terms, including the Fair Use and API Policy, only to a reasonable extent and for serious reasons (Section 1752 of the Civil Code) where the Contract is for a continuing or repeated performance. The Provider notifies the Consumer of any amendment via the e-mail address provided during ordering or registration, reasonably in advance. The Consumer may reject the amendment and terminate the obligation with a notice period of 1 month from delivery of the notice; amendments do not apply to orders already placed. For one-off orders, the wording accepted at the time of the order applies.
Order of precedence. In the event of a conflict between the contractual documents, the following order applies: (i) the individually agreed content of the Contract; (ii) these Terms; (iii) Terms of Use (iv) the Fair Use and API Policy; (v) the Documentation referred to in the Fair Use and API Policy. The Privacy Policy and the Cookie Policy are information documents pursuant to Articles 13 and 14 GDPR. Mandatory provisions of the CMR and mandatory consumer-protection rules prevail over all of the above.
If any provision of these Terms is or becomes invalid, ineffective, or unenforceable, the remaining provisions and the Contract remain unaffected; the invalid provision is replaced by a statutory provision whose meaning comes as close as possible to it. Any provision that would be invalid as against a consumer is disregarded only to that extent.
The Provider may engage logistics providers, sub-carriers and other subcontractors to perform the Contract; where it acts as carrier, it remains responsible for the persons whose services it makes use of in performing the carriage (Article 3 CMR). The Consumer may assign a claim under the Contract in accordance with law.
These Terms enter into force and take effect on 16 June 2026.

Annex. Model Withdrawal Form

(Complete and return this form only if you wish to withdraw from the Contract.)

Addressee: BLLOOG, s.r.o., Velehradská 1735/28, Vinohrady, 130 00 Prague 3, e-mail: contact@blloog.com

I/we (*) hereby give notice that I/we (*) withdraw from the contract for the provision of the following service: ............................................................

Order number: ............................................................

Date of order / date of conclusion of the contract: ............................................................

Name and surname of the consumer(s): ............................................................

Address of the consumer(s): ............................................................

Signature of the consumer(s) (only if this form is sent on paper): ............................................................

Date: ............................................................

(*) Delete as appropriate.

General Terms and Conditions