Terms & Conditions

1. Introduction & Scope

This Service Agreement and Terms and Conditions (the “Agreement”) is entered into between Cargo Ceylona (“the Company,” “we,” “us,” or “our”) and the individual or entity booking a shipment (“the Customer,” “you,” or “your”).

This Agreement governs the door-to-door collection, consolidation, sea freight transport, customs clearance facilitation, and final delivery of personal and household cargo from collection addresses within the Netherlands to recipient addresses within Sri Lanka, via the Port of Colombo.

By booking a collection, handing over a box, or making payment for our services, you confirm that you accept this Agreement in full. If you do not agree to these terms, please do not use our services.

2. Definitions

“Shipment” means one or more boxes booked together under a single booking reference. “Cargo” means the goods, items, and packaging contained within a Shipment. “Collection” means the pickup of Cargo from the Customer’s nominated address in the Netherlands.

“Consolidation” means the combining of multiple Customers’ Cargo into a single sea freight container (LCL) or dedicated container (FCL). “Destination Agent” means our partner company in Sri Lanka responsible for customs clearance and final-mile delivery.

“Declared Value” means the value of the Cargo as stated by the Customer on the booking form, used for customs and insurance purposes. “Recipient” means the person or address in Sri Lanka nominated by the Customer to receive the Shipment.

3. Description of Services

Subject to availability and the terms of this Agreement, we provide: (1) collection of Cargo from the Customer’s address within our serviced areas in the Netherlands on a scheduled date agreed at booking; (2) temporary storage and consolidation of Cargo at our warehouse prior to shipment; (3) sea freight transport from Rotterdam to the Port of Colombo via a licensed ocean freight carrier or freight forwarder; (4) coordination of customs clearance in Sri Lanka through our Destination Agent; and (5) final-mile delivery of the Shipment to the Recipient’s address in Sri Lanka.

Shipping schedules operate on a consolidated, periodic basis (typically every 4–6 weeks). Exact departure and arrival dates depend on container fill levels and ocean carrier schedules, and are not guaranteed.

4. Customer Responsibilities

By booking our service, the Customer agrees to: provide accurate and complete information on the booking form, including a full and honest description of the Cargo contents, quantity, and Declared Value; ensure the Recipient’s name, address, and contact number in Sri Lanka are correct and complete; package Cargo securely in accordance with our Packaging Requirements (Section 6); not conceal, misdescribe, or under-declare the nature or value of any item; ensure that no Prohibited Item (Section 5) is included; ensure the Recipient is available to receive the Shipment at the agreed time; and pay all fees, charges, and any applicable customs duties or taxes.

The Customer remains solely responsible for the legality of the Cargo’s contents under both Dutch export law and Sri Lankan import law. The Company is not responsible for verifying the legality of items beyond a visual inspection at collection.

5. Prohibited & Restricted Items

To protect the safety of our staff, transport partners, and other customers’ cargo, and to comply with Dutch export regulations and Sri Lankan customs law, certain items must not be included in any Shipment unless explicitly pre-approved in writing by the Company.

STRICTLY PROHIBITED: narcotics and controlled substances; weapons and explosives (firearms, ammunition, fireworks, replica weapons); flammable or hazardous goods (petrol, gas canisters, lighter fluid, industrial chemicals, large quantities of aerosols, paints/solvents); loose lithium batteries not installed in a device; cash and financial instruments; live animals, seeds, soil, plant material, and endangered-species products; counterfeit or pirated goods; pornographic or obscene material; and human/animal remains or hazardous medical waste.

RESTRICTED — ask first or declare: alcohol and tobacco; perishable food; medicines and supplements (declare, with a doctor’s note); new electronics in commercial quantity; precious metals and jewellery above personal-use quantity; and large or high-value electronics (TVs, drones, professional cameras) — declare the value.

This list is indicative and not exhaustive. Sri Lanka Customs regulations change periodically — always check the current prohibited and restricted goods list at customs.gov.lk, or ask us before packing if you are unsure about a specific item. See also our Prohibited Items page.

Consequences: the Company may refuse collection, open and inspect, remove, or dispose of any suspected prohibited or restricted item at the Customer’s cost. If a Prohibited Item is discovered after departure, it may be seized, destroyed, or returned at the Customer’s expense. The Company accepts no liability for loss, seizure, destruction, fines, or penalties arising from a Customer including a Prohibited or undeclared Restricted Item, and may terminate service for repeated or deliberate attempts.

6. Packaging Requirements

Cargo must be packed in a sturdy double-wall corrugated cardboard box (standard 60×40×40cm, or XL 80×60×60cm) or equivalent rigid packaging. Maximum weight per standard box is 30kg; boxes exceeding this may be refused or subject to a handling surcharge.

All boxes must be sealed with strong packing tape on all seams. Fragile items must be individually wrapped and clearly marked “FRAGILE.” The Customer must attach a packing list to each box stating the contents and approximate value of each item, for customs declaration purposes.

The Company may, at its discretion, repack poorly packed Cargo at an additional cost to the Customer, or refuse collection if packaging is deemed inadequate to survive sea transport.

7. Declared Value & Insurance

The Customer must declare an honest and reasonable value for the Cargo in each Shipment. The Declared Value is used for Sri Lankan customs assessment of import duties, for calculating optional cargo insurance premiums, and for determining the maximum compensation payable in the event of loss or damage (see Section 12).

Cargo insurance is optional and available at an additional cost. If the Customer declines insurance, the Company’s liability is strictly limited as set out in Section 12, regardless of the actual value of the Cargo.

8. Pricing & Payment

Fees are quoted per booking based on the number and size of boxes, any excess weight, and optional services such as insurance. Request a quote for current rates. All prices are quoted in Euros (EUR) and are payable in advance of collection unless otherwise agreed in writing.

Accepted payment methods (e.g. bank transfer, iDEAL) are specified at the time of booking. Sri Lanka customs duties and any local taxes are NOT included in our fees and are the sole responsibility of the Recipient, payable directly to Sri Lankan customs or to our Destination Agent upon clearance.

Prices are subject to change; the price confirmed at the time of booking for a specific Shipment will be honoured for that Shipment. A Shipment will not be loaded onto the consolidated container until payment has been received in full.

9. Collection & Delivery

Collection is scheduled by mutual agreement and confirmed via WhatsApp, phone, or email. The Customer (or an authorised representative) must be present at the agreed collection address and time; a missed collection due to Customer unavailability may incur a re-collection fee.

Final delivery in Sri Lanka is arranged by our Destination Agent directly with the Recipient, who must be available to receive the Shipment and may be required to present identification. If delivery cannot be completed after two attempts due to Recipient unavailability or incorrect address information, the Shipment may be held at a local depot (subject to storage fees) or returned at the Customer’s expense.

10. Estimated Transit Times

Typical sea freight transit time from Rotterdam to Colombo is approximately 20–28 days, plus collection, consolidation, customs clearance, and final delivery. Total door-to-door time is typically 5–8 weeks from collection to delivery.

These timeframes are estimates only and are not guaranteed. Actual transit time may be affected by vessel schedules, port congestion, customs processing, weather, or other factors outside the Company’s control (see Section 15, Force Majeure). The Company is not liable for any loss arising from delay.

11. Customs, Duties & Taxes

All Shipments are subject to inspection and clearance by Sri Lanka Customs upon arrival in Colombo. Any import duty, VAT, or other tax assessed by Sri Lankan authorities is the sole responsibility of the Recipient and must be paid before final delivery can be completed.

The Company and its Destination Agent will prepare and submit the required customs declaration (CUSDEC) based on the information provided by the Customer on the packing list. Inaccurate or incomplete declarations may result in delays, additional charges, or seizure of goods, for which the Company is not liable. The Company will advise Customers of any known major changes to customs rules but cannot guarantee real-time accuracy of all regulations.

12. Liability Limitations

The Company will take reasonable care in the handling, storage, and transport of all Cargo. Liability for loss or damage to uninsured Cargo is limited to a maximum of €50 per Shipment or the freight charge paid, whichever is lower. Liability for insured Cargo is limited to the Declared Value, up to the maximum coverage purchased, subject to the insurer’s terms and exclusions.

The Company is not liable for: loss or damage caused by inadequate packaging by the Customer; fragile or perishable items not specifically declared; consequential or indirect losses (e.g. loss of use, sentimental value, business loss); delay in delivery for any reason; or loss, damage, seizure, or destruction resulting from Prohibited or undeclared Restricted Items.

The Company is not liable for the acts or omissions of third parties (ocean carriers, customs authorities, or the Destination Agent) beyond using reasonable care in selecting such partners. Nothing in this Agreement excludes liability that cannot be excluded under Dutch law (e.g. for gross negligence or wilful misconduct).

13. Loss, Damage & Claims Procedure

Any claim for loss or damage must be reported in writing (WhatsApp or email) within 7 days of the scheduled or actual delivery date. The Recipient should inspect the Shipment at the time of delivery and note any visible damage on the delivery confirmation, with photographs where possible.

The Customer must provide the original packing list, proof of value (receipts, photos), and booking reference to support the claim. The Company will investigate and respond within 21 days of receiving all required documentation. Approved claims are settled according to the liability limits in Section 12.

14. Cancellation & Refunds

The Customer may cancel a booked collection free of charge up to 48 hours before the scheduled collection date. Cancellations made less than 48 hours before collection may incur a cancellation fee to cover scheduling costs.

Once Cargo has been collected and consolidated for shipment, cancellation is not possible. If the Customer wishes to withdraw Cargo before it is loaded onto the vessel, a withdrawal and re-handling fee will apply. Refunds, where due, are processed within 14 days via the original payment method.

15. Force Majeure

The Company shall not be liable for any failure or delay in performing its obligations where such failure or delay results from circumstances beyond its reasonable control, including extreme weather, port closures or congestion, strikes or labour disputes, war, civil unrest, pandemic-related restrictions, fuel shortages, customs system failures, or carrier insolvency. In such cases, the Company will make reasonable efforts to inform affected Customers and explore alternative arrangements.

16. Data Protection (GDPR)

The Company collects and processes personal data (name, address, phone number, Cargo contents, Declared Value) solely to provide the booking, customs clearance, and delivery service. Personal data is shared only with parties necessary to complete the Shipment: our freight forwarder, the ocean carrier, Dutch and Sri Lankan customs authorities, and our Destination Agent.

Personal data will not be sold or used for unrelated marketing without explicit consent. Customers may request access to, correction of, or deletion of their personal data, subject to legal retention requirements (e.g. customs and tax records), by contacting the Company. Data is processed in accordance with the EU General Data Protection Regulation (GDPR) and applicable Dutch data protection law.

17. Governing Law & Jurisdiction

This Agreement is governed by the laws of the Netherlands. Any dispute arising from or in connection with this Agreement that cannot be resolved amicably shall be submitted to the exclusive jurisdiction of the competent court in the Netherlands in the district where the Company is registered.

18. General Provisions

This Agreement constitutes the entire agreement between the Customer and the Company in relation to the Shipment and supersedes any prior verbal or written communication. The Company reserves the right to amend these Terms from time to time; the version in effect at the time of booking applies to that Shipment.

If any provision is found to be invalid or unenforceable, the remaining provisions continue in full force and effect. The Company may engage subcontractors (freight forwarders, carriers, customs agents, delivery partners) to perform any part of the service.

19. Acceptance

By booking a collection through our official channels (WhatsApp, booking form, or website), the Customer confirms they have read, understood, and agree to be bound by this Service Agreement and Terms and Conditions.