Terms of service

1. Scope and acceptance

These general terms and conditions ("Terms") apply to all services provided by ProntaMano Sagl, Via Francesco Borromini 7, 6900 Lugano ("ProntaMano", "we", "us") to private and business clients ("client", "you") in the fields of relocation and moving, furniture assembly and mounting, and clearance and disposal.

These Terms apply to every booking that we confirm after a quote (see section 3), and our quotes refer to them. By accepting a quote, you accept the version of these Terms that is valid at that time. Differing terms of the client only apply if we have accepted them in writing.

Sending a quote request or a message through our website is free and non-binding: it does not create a contract and does not oblige you to book.

Individual agreements made in writing, in particular in the quote or in the booking confirmation, take precedence over these Terms.

2. Definitions

Quote

Our written offer describing the services, the price and the conditions.

Booking confirmation

Our written confirmation (usually by e-mail) of the accepted quote, the agreed date and the scope of services.

Services

The work described in the quote, e.g. dismantling, transport, reassembly, packing and unpacking, furniture assembly and mounting, clearance, disposal and donation coordination.

Items

Furniture, boxes, household appliances and other goods that we handle for the client.

In writing

Includes e-mail.

3. Quotes and conclusion of the contract

Our quotes are free of charge and non-binding. Unless stated otherwise, a quote is valid for 30 days from its date.

A quote is based on the information provided by the client (e.g. volumes, number and type of items, floors, lifts, access, distances and photos). For larger jobs we offer a free on-site or video inspection before preparing the quote.

The contract is concluded when the client accepts the quote and we confirm the booking in writing (e-mail). Sending a request through our website does not by itself create a contract.

Depending on the services agreed, the contract is governed by the provisions of the Swiss Code of Obligations (CO) on the contract for work (Art. 363 ff. CO), on the simple mandate (Art. 394 ff. CO) and, for transport, on the contract of carriage (Art. 440 ff. CO).

4. Scope of services and exclusions

The scope of services is defined in the quote and in the booking confirmation. Additional services requested on the day are carried out where possible and billed in accordance with section 6.

The following are not part of our services:

• fixed electrical work, such as connecting ovens, hobs or cookers to the mains or to a high-power (e.g. 400 V) connection, or running cables inside walls;
• plumbing work, such as installing or modifying water-supply and waste pipes or connecting taps, mixers, sinks and basins;
• the handling, transport or disposal of hazardous waste (e.g. paints, solvents, chemicals, asbestos, gas cylinders, ammunition) and of goods whose transport is illegal;
• the transport of cash, jewellery, securities, important documents and other valuables, which the client should transport personally;
• cleaning, e.g. for the handover of a flat — on request we can coordinate a cleaning company.

Where agreed, we position household appliances and plug them into an existing, matching power socket. If a job requires a certified electrician or plumber, we point this out before starting.

5. Client obligations

The client:

• provides complete and accurate information (volumes, weights, floors, lifts, access routes, parking and walking distances) and informs us of any changes without delay;
• ensures access to the premises at the agreed time, that stairs, lifts and access routes can be used, and that electricity and lighting are available;
• obtains any parking or unloading permits required by the municipality (Comune);
• prepares the items: empties drawers and cupboards and packs fragile goods unless packing is part of our services, and clearly marks items that must not be moved, dismantled or disposed of;
• points out items of particular value or fragility, as well as hidden pipes and cables they know of, before the work starts;
• obtains any consent required for drilling or wall mounting (e.g. from the landlord);
• keeps children and pets away from the work area for their safety;
• is present, or can be reached through an authorised representative, during the work and checks the result at the end.

Extra costs resulting from incorrect or incomplete information or from a breach of these obligations are billed in accordance with section 6.

6. Prices, extra costs and VAT

Prices are in Swiss francs (CHF). The quote states whether value added tax (VAT) is included or added. We charge either a flat price or an hourly rate, as stated in the quote.

Extra work that is not included in the quote, as well as waiting time not caused by us (e.g. no access, missing permits, items not ready), is billed at the hourly rate stated in the quote. We inform the client before carrying out significant extra work.

For clearances, the disposal fees of the collection points (ecocentri) and municipalities are included in the quote unless stated otherwise.

7. Payment and deposit

Unless agreed otherwise, our invoice (with QR-bill) is payable within 10 days of the invoice date without deduction. On request, payment can be made on completion by TWINT or by card.

For moves with a quoted price above CHF 2,000, we may ask for a deposit of 30% of the quoted price at booking. In that case the date is reserved once the deposit has been received. The deposit is credited against the final invoice.

If an invoice is not paid on time, we send a reminder. After the reminder period has expired, default interest at the statutory rate of 5% per year (Art. 104 CO) and reasonable reminder costs may be charged.

8. Dates, rescheduling and cancellation

The dates stated in the booking confirmation are binding for both parties. We arrive within the agreed time window; if traffic or other unforeseeable circumstances cause a delay, we inform the client as soon as possible.

The client may reschedule or cancel a booking in writing.

The time at which we receive the written notice is decisive. Deposits already paid are credited against these fees; any balance is refunded.

If we cannot keep an agreed date for reasons within our sphere (e.g. staff illness or a vehicle breakdown), we inform the client immediately and make every reasonable effort to provide a replacement team or vehicle. If this is not possible, we offer an alternative date at no extra cost.

If we have to postpone a date, the client may instead cancel the booking free of charge: no fees are charged, and any deposit or other amount already paid is refunded in full. The client's statutory claims remain reserved, within the limits of section 11. Events beyond our control are governed by section 13.

9. Performance, staff and subcontractors

We carry out our services carefully and professionally, with suitable tools, protective materials and vehicles.

We may use our own trained staff and, where appropriate, carefully selected subcontractors. We remain responsible to the client for their work as for our own (Art. 101 CO).

Where it is needed for safety and the wall allows it, we anchor tall furniture to the wall. If the wall is not suitable, we inform the client and agree an alternative.

10. Clearance, disposal and donation

The client confirms that they own the items to be cleared or are authorised to dispose of them. Before the clearance, the client removes all documents, cash, jewellery, photos, data carriers and other valuables they wish to keep, and clearly marks any other items that must stay. We are not required to search through the items.

If we nevertheless come across documents, photos, cash, jewellery or other items that appear valuable or personal, we set them aside and hand them over to the client instead of taking them away.

All other items become our property when we take them away: where possible we donate them, otherwise we recycle or dispose of them properly. Items taken away cannot be reclaimed afterwards.

We dispose of items in accordance with Swiss federal and cantonal rules at authorised collection points (ecocentri). Electrical and electronic appliances are returned through the SENS and Swico take-back schemes.

Where possible, we offer reusable items to charities and donation points. Acceptance is decided by these organisations, so we cannot guarantee that an item will be accepted; items that are not accepted are disposed of properly. The organisations receive the items only, never the client's personal data.

Hazardous waste is not accepted (see section 4). If such substances are found during a clearance, the client arranges for their proper disposal.

11. Liability and insurance

We are liable for damage caused by our staff during the work in accordance with the statutory provisions. We are insured for damage caused during our work; details are available on request.

To the extent permitted by law, our liability for slight negligence is limited to direct damage; liability for indirect or consequential damage, such as loss of profit, is excluded. Liability for damage caused intentionally or through gross negligence (Art. 100 CO) and for personal injury is not limited.

Unless we acted negligently, we are not liable for:

• damage resulting from packing done by the client;
• damage caused by existing defects or by the limited durability of materials, e.g. furniture made of particle board that is dismantled and reassembled;
• the loss of or damage to cash, jewellery, securities, important documents and other valuables: we do not transport them (section 4), so they remain in the client's care;
• the loss of items that the client wished to keep but neither removed nor marked before a clearance (section 10);
• damage to hidden pipes or cables that were not pointed out to us.

The client is liable for damage resulting from incorrect information or from a breach of their obligations under section 5.

12. Damage reporting and complaints

• Visible damage and defects must be noted on the day of the service, if possible in the presence of our team, and confirmed in writing — photos help.
• Hidden damage must be reported in writing (e-mail is sufficient) within 5 working days of completion of the service, with a description and photos.
• Damage reported later can only be considered if the client shows that it was caused by our work.

For justified complaints, we are first given the opportunity to repair the damage or to have it repaired.

13. Force majeure

Neither party is liable for delays or non-performance caused by events beyond its control, such as extreme weather, natural events, road closures, epidemics, official orders or strikes. In such cases we agree on a new date together. If no suitable date can be found, either party may cancel the booking without fees; amounts already paid for services not provided are refunded in full.

14. Data protection

We process personal data in accordance with the Swiss Federal Act on Data Protection (nFADP) and, where applicable, the EU General Data Protection Regulation (GDPR). Details can be found in our privacy policy.

15. Changes to these terms

We may amend these Terms at any time. The version published on our website when the contract is concluded applies; later changes do not affect contracts already concluded.

16. Applicable law and jurisdiction

These Terms and all contracts with us are governed exclusively by Swiss law. The United Nations Convention on Contracts for the International Sale of Goods (CISG) does not apply.

The place of jurisdiction is Lugano. Mandatory places of jurisdiction remain reserved, in particular for consumers (Art. 32 of the Swiss Civil Procedure Code and, for clients resident in the EU, the Lugano Convention).

17. Severability

Should any provision of these Terms be or become invalid, the validity of the remaining provisions is not affected. The invalid provision is replaced by a valid one that comes as close as possible to its intended purpose.

18. Contact

For questions about these Terms, please contact us: