Legal Information

General Terms and Conditions (AGB)

On Umzug / Ongee GmbH – Effective as of January 1, 2025

1. Subject Matter

Ongee GmbH, Hermannstraße 21, 12049 Berlin – operating under the brand name “On Umzug” (hereinafter referred to as “Ongee”) – provides moving services only (hereinafter referred to as “Services”) to private and commercial customers (hereinafter referred to as “Customer”). Other services such as cleaning or trade-related work are not part of this agreement. These General Terms and Conditions (AGB), together with Ongee’s offer and the information provided by the Customer during booking, form the contractual basis for the provision of services. By clicking the corresponding checkbox ("I have read and accept the General Terms and Conditions"), the Customer agrees to these terms. If the Customer acts on behalf of a third party (e.g., a company), the Customer confirms that they are authorized to represent that party. The contractual partner is always the natural or legal person making the booking.

2. Services Provided by Ongee

2.1 Basic Services

The Customer books a complete moving service. The following services are always included in the basic package:

  • Planning and organization of the move
  • Arrival and departure of the transport vehicle
  • Use of moving staff at loading and unloading points
  • Loading and unloading of the moving goods
  • Transport to the destination
  • Placement of furniture in designated rooms
  • Fuel
  • Transport aids (e.g., straps, blankets)
2.2 Additional Services (if booked)
  • Furniture assembly (only if previously disassembled by Ongee)
  • Packing and unpacking services
  • Arrangement of no-parking zones including permits
  • Provision of packing materials

Note: Activities such as drilling, sawing, electrical/gas connections or water installations are expressly excluded.

3. Contract Conclusion & Execution

Based on the customer data, Ongee provides an offer valid for 5 working days. The contract is concluded when the Customer confirms the offer via the platform, by phone, or by email. The service is carried out by Ongee GmbH or by commissioned subcontractors. These subcontractors are not contractual partners of the Customer. Ongee remains the sole point of contact before, during, and after the execution of the service.

4. Obligations of the Customer

The Customer agrees in particular to: provide all information truthfully; adequately pack all moving goods; be available and on-site on the moving day; arrange no-parking zones if not booked through Ongee; bear any additional costs caused by incorrect or incomplete information.

5. Rescheduling and Cancellation

5.1 Rescheduling
  • 7 to 3 days before the service date: €100 rescheduling fee
  • Less than 72 hours before the move: 50% of the total price
  • More than 7 days in advance: free of charge
5.2 Cancellation
  • Within 72 hours after booking and more than 14 days before the move date: 20%
  • 14 to 7 days before the move date: 50%
  • 6 to 3 days before the move date: 80%
  • Less than 72 hours before the move date: 100%

Cancellations must be submitted in writing via email.

6. Prices and Payment

  • All prices are in euros (EUR) and include statutory VAT.
  • Payment methods: credit card or advance bank transfer.
  • In case of delayed payment or missing information, Ongee reserves the right to adjust or cancel the booking.
  • Additional effort (e.g., extra furniture, missing no-parking zones) will be charged accordingly.

7. Right of Withdrawal

According to § 312g (2) No. 9 BGB, there is no right of withdrawal for services with a fixed date (e.g., a scheduled move).

8. Termination by the Customer

The Customer may terminate the moving contract at any time. In such cases, Ongee may claim reasonable compensation in accordance with § 415 HGB, e.g., one third of the agreed moving fee.

9. Termination for Good Cause

The right to terminate the contract without notice for important reasons under § 648a BGB remains unaffected.

10. Miscellaneous

  • Contract changes must be made in writing.
  • Offsetting with counterclaims is only permitted if they are undisputed or legally established.
  • German law shall apply exclusively.
  • Place of jurisdiction is, as far as legally permissible, Berlin.

Part B – General Liability Provisions

Information on liability in accordance with § 451g HGB

1. Liability Principles

Ongee GmbH is liable for damages resulting from loss or damage of goods during the time between acceptance for transport and delivery, or due to exceeding the delivery deadline, as long as the goods are under the custody of Ongee.

2. Compensation for Value

If Ongee is liable for the loss of the customer's goods, the value at the place and time of acceptance for transport shall be reimbursed (current market value). In case of damage, the difference between the value of the undamaged and the damaged goods will be compensated. The value is determined based on the market price at the time and place of acceptance by Ongee.

3. Maximum Liability

Liability for loss or damage is limited in accordance with § 451e HGB to €620 per cubic meter of loading space required. For delivery delays, liability is limited to three times the freight charge. For damages resulting from breach of contractual duties unrelated to loss, damage, or delay, and not involving personal or property damage, liability is also limited to three times the amount that would be payable in the event of loss.

4. Special Exclusion Grounds

Ongee is exempt from liability under § 451d HGB where loss or damage is caused by: transport and storage of precious metals, jewelry, gemstones, money, stamps, coins, securities, or documents; inadequate packaging or labeling by the sender; handling, loading or unloading of goods by the sender; transport and storage of goods not packed by the moving company; loading/unloading items whose size/weight is incompatible with conditions at loading/unloading locations where Ongee warned the sender; transport and storage of live animals or plants; natural or defective condition of the goods making them prone to damage. For damages not to the goods themselves (e.g., to buildings, staircases), the executing subcontractor is liable. In such cases, Ongee assigns any damage claims against the subcontractor to the customer. Ongee can only invoke these exclusions if it has taken all appropriate measures and followed specific instructions. Storage providers are not liable for damage caused by nuclear energy or radioactive materials.

5. Applicability of Liability Exemptions and Limitations

The above exemptions and limitations also apply to non-contractual liability for loss or damage of goods or delivery delays, unless Ongee acted with intent or gross negligence and knowingly accepted the likelihood of damage. They also apply to Ongee personnel.

6. Notification of Damages (§ 438, 451f HGB)

  • Externally visible damages or losses must be reported in text form by the next day after delivery; a simple note on the delivery receipt is not sufficient.
  • Non-visible damages must be reported in writing within 14 days after delivery.
  • Delivery delays must be reported in text form within 21 days after delivery.

If not reported in time, the claims are forfeited.

7. Deviating Agreements / Insurance

The Customer may agree with Ongee on extended liability or take out additional insurance for their goods.

8. Additional Liability

Unless otherwise specified in these conditions, Ongee is liable in accordance with statutory provisions.

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