Terms & conditions

With every booking through Next Wave, your transport is covered by default up to a maximum of €250.

Want extra peace of mind? When booking, you can choose more extensive coverage up to a maximum of €1,500. Any costs for this additional coverage are clearly shown before you complete your booking.

Important: the selected coverage amount applies to the entire booking and all goods within the transport combined. It does not apply separately per item.

The actual compensation awarded depends on the nature and extent of the damage and can never exceed the demonstrable value of the damaged or lost item, up to the maximum coverage amount that applies to the relevant booking.

The coverage is intended for damage or loss that demonstrably occurred during the execution of the transport booked through Next Wave.

This may include:

• Directly visible physical damage to the declared goods that occurred during transport;
• Loss of declared goods during transport;
• Theft or misappropriation of declared goods during transport.

Compensation always depends on the terms that apply to the relevant booking and coverage.

Not every form of damage is covered by our transport coverage. Among others, the following situations are excluded, insofar as legally permitted:

• Damage to the home, walls, floors, doors, stairs, lifts, gardens, driveways, or other property that is not part of the declared transport goods;
• Damage or defects that already existed before the transport began;
• Normal wear and tear, signs of use, or pre-existing damage;
• Internal damage that is not visible on the exterior of the item;
• Mechanical, technical, electrical, or functional malfunctions of electronic or electrical equipment without demonstrable external transport damage;
• Damage to a packaged item when the outer packaging shows no visible transport damage upon delivery;
• Damage resulting from insufficient, defective, or unsuitable packaging by the customer or a third party;
• Damage that occurs because the customer, recipient, or another person engaged by the customer personally helps with lifting, loading, unloading, or moving;
• Damage resulting from incorrect or incomplete information provided at booking, for example regarding weight, dimensions, accessibility, floor level, or the nature of the item;
• Damage to goods that, under our terms, may not be transported via Next Wave;
• Consequential damage, business damage, loss of profit, lost income, or other indirect damage, insofar as the exclusion of such damage is legally permitted;
• Claims not reported to Next Wave within the reporting deadline stated below.

We do not accept certain goods for transport via Next Wave. These include, but are not limited to:

• Cash and other means of payment;
• Securities;
• Illegal goods;
• Narcotics;
• Weapons and ammunition;
• Explosive, flammable, toxic, or otherwise hazardous substances;
• Perishable food items;
• Live animals;
• Goods subject to special legal transport requirements or permits that have not been agreed with Next Wave in advance.

The customer is responsible for correctly declaring the goods. If excluded goods are nevertheless offered for transport without our prior written consent, they are not covered by the selected transport coverage, insofar as legally permitted.

To carry out the transport safely and correctly, we expect you to provide complete and accurate information when booking.

You are responsible for, among other things:

• Correctly stating the number of goods;
• Providing dimensions and weight as accurately as possible;
• Reporting particularly heavy, fragile, or valuable goods;
• Correctly stating floor levels, lifts, and other particulars at the pickup and delivery locations;
• Ensuring sufficient and suitable packaging where packaging is necessary;
• Emptying and, where necessary, safely preparing furniture and equipment;
• Disconnecting equipment in advance, unless a separate service has been booked with Next Wave for this;
• Ensuring that the transport can be carried out safely and reasonably at both locations.

Incorrect or missing information may affect the execution, price, and any coverage in the event of damage.

We recommend inspecting the transported goods immediately upon delivery.

Do you notice damage or is something missing? Take clear photos right away of:

• The complete item;
• A close-up of the damage;
• Any packaging;
• The surroundings or situation, if relevant to the damage.

Keep damaged goods and packaging materials until the claim has been fully processed. Do not dispose of them until Next Wave or the relevant insurer has indicated this is no longer necessary.

Was something damaged or lost during your transport? Report it as soon as possible and no later than 48 hours after delivery via our damage procedure.

Don't have all the documents or photos available within those 48 hours? Report the damage within the deadline anyway. Additional information can be provided afterward.

When reporting, we ask for, among other things:

• The booking number;
• A description of what happened;
• Photos of the damage;
• Photos of the complete item;
• Photos of the packaging, if available;
• A proof of purchase, invoice, or other evidence of value;
• Any additional information needed to assess the claim.

After receiving your report, we review it and gather the information needed to assess the claim.

When the damage falls under an insurance policy, the claim may be forwarded to the relevant insurer or claims handler. They may request additional information and will then assess whether, and up to what amount, compensation is owed.

Submitting a damage claim therefore does not automatically mean the claim will be approved.

Any compensation is determined based on, among other things, the demonstrable damage, the value and condition of the item before transport, and the applicable coverage.

Compensation can never result in a financial benefit compared to the situation before the damage occurred.

The maximum coverage amount applicable at the time of booking applies to the entire booking:

• Standard coverage: maximum €250 per booking
• Extended coverage: maximum €1,500 per booking

These amounts apply to all goods within a single transport combined, not per individual item.

Any statutory rights and liabilities that cannot be legally limited or excluded remain applicable.

Are you transporting a valuable, particularly fragile, or irreplaceable item? Always report this in advance when booking.

If the value of the goods exceeds the selected maximum coverage, the difference is not automatically covered. We therefore recommend checking in advance whether additional insurance is needed.

For certain valuable or special goods, Next Wave may set additional conditions or decline the transport.

A booking with Next Wave is established once the customer has completed the booking via our website and received confirmation.

The customer is responsible for correctly and completely filling in all information needed to carry out the transport. This includes, among other things:

• Pickup and delivery address;
• Date of transport;
• The goods to be transported;
• Number of goods;
• Dimensions and, where requested, weight;
• Floor level(s);
• Presence and suitability of a lift;
• Parking and accessibility information;
• Assistance needed with lifting;
• Any additional services.

The price and planning are partly determined based on this information. If the actual situation differs from the information provided, Next Wave may charge additional costs or, if execution is not reasonably possible or safe, refuse or abort the transport.

The price of a transport is calculated based on the information provided during booking.

The displayed price is based on the chosen route, goods, required capacity, and selected additional services.

Does the job change after booking, or does it turn out on location that the information provided is incorrect? Then the price may be adjusted.

Any additional costs are communicated to the customer in advance wherever reasonably possible.

When completing a booking, a deposit of 20% of the total booking amount is paid.

The remaining amount must be paid according to the payment instructions and deadline shown at booking.

A booking only becomes final once the required deposit has been successfully received.

Plans can change. That's why a booking with Next Wave can be cancelled free of charge up to 24 hours before the agreed transport time.

For timely cancellations, any amounts already paid are refunded in accordance with the applicable payment terms.

Is the booking cancelled less than 24 hours before the agreed transport time? Then the 20% deposit already paid is withheld as a cancellation fee. Any amount already paid above this 20% is refunded, unless other demonstrable costs have been agreed or may legally be charged.

If the transport has already started, different terms apply and there is no automatic right to a refund.

The customer's statutory rights remain applicable insofar as they cannot be legally waived.

Do you want to change the address, date, time, goods, or any other part of your booking? Please contact us as soon as possible.

Changes are subject to availability.

A change may affect the price. For example, when:

• The distance becomes greater;
• More goods are added;
• Larger or heavier goods are added;
• Extra moving help is needed;
• Assembly is added;
• Accessibility changes;
• A larger vehicle is required.

The amended booking is final once Next Wave has confirmed the change.

We do our best to carry out transports within the agreed time slot.

Due to circumstances along the way, such as traffic, weather conditions, earlier jobs, road closures, or other situations beyond our reasonable control, an arrival time may change.

A stated arrival time or time slot is therefore not a guarantee of arrival at an exact minute, unless expressly agreed otherwise in writing.

In the event of a relevant delay, we try to inform the customer as soon as possible.

Please make sure the goods and locations are ready for transport at the agreed time.

If a delay occurs because, for example:

• The goods are not yet ready;
• The customer or recipient is not present;
• A store has not yet released the order;
• Access to a home or business premises is not possible;
• Goods still need to be packed or emptied;
• A lift turns out to be unavailable;
• Loading or unloading takes significantly longer due to circumstances on the customer's side;

then Next Wave may charge additional waiting time costs.

The amount and calculation of any waiting time costs are stated before booking or in the applicable price list.

The customer is responsible for ensuring someone is present at the pickup and delivery location, unless otherwise agreed in advance.

If our team is unable to carry out the transport because no one is present or reachable, we will try to contact the customer.

If execution is not possible within a reasonable waiting time, the transport may be considered unable to be carried out.

In that case, there is no automatic right to a refund of costs already incurred, and reasonable additional costs for a new trip may be charged.

Our planning and price are based on the information the customer provides at booking.

Does it turn out, for example, that a wardrobe is considerably larger than stated, an item is much heavier, there is no lift present although this was indicated, or considerably more goods are ready than stated?

Then we will assess on site whether the transport can still be carried out safely and reasonably.

In that case, Next Wave may:

• Charge an additional price;
• Deploy extra help or a different vehicle;
• Adjust the planning;
• Or decline the transport if safe or reasonable execution is not possible.

The customer must provide relevant information about the accessibility of the pickup and delivery location in advance.

This includes:

• Parking restrictions;
• Permit zones;
• Narrow streets;
• Low clearances;
• Restricted-access areas;
• Long walking distances;
• Stairs;
• Floor levels;
• Lifts;
• Other circumstances affecting loading or unloading.

When a parking permit, exemption, or reservation is necessary, it must be clearly agreed in advance who is responsible for this.

Fines arising because a customer provided incorrect information or failed to arrange necessary parking measures assigned to them may be charged to the customer, insofar as legally permitted.

The customer indicates at booking how much help is needed with loading and unloading.

Goods must be safe to lift and move.

Next Wave may refuse to lift an item when, in its reasonable judgment, doing so poses an unacceptable risk to people, goods, or the surroundings.

If it becomes apparent on site that more staff are needed than booked, additional help and/or a new appointment may be necessary.

When assembly or disassembly has been booked as an additional service, we carry out this work with reasonable care.

The customer must indicate in advance which piece of furniture or product is involved and, where relevant, provide assembly instructions and all necessary parts.

Next Wave is not responsible for pre-existing damage, missing parts, or defects in the product.

When a product cannot reasonably be assembled safely due to its condition, construction, missing parts, or missing instructions, we may decide not to carry out the assembly, or to carry it out only partially.

The customer is responsible for suitable packaging of goods, unless a packaging service is expressly part of the booking.

Fragile goods must be adequately protected against normal movement during transport.

Loose parts must be secured or packaged separately.

When damage is demonstrably the result of insufficient or unsuitable packaging by the customer, this may affect the coverage of the damage.

Appliances and electronic equipment must be safely prepared before transport.

Refrigerators, washing machines, dryers, and other appliances must be emptied, disconnected, and made ready for transport where necessary, unless an additional service has been expressly booked for this.

Next Wave cannot guarantee that an electronic or mechanical appliance will remain technically or functionally operational after transport when no visible transport damage is present.

Every booking through Next Wave has standard coverage of up to a maximum of €250 per booking.

When booking, the customer can, where offered, choose more extensive coverage of up to a maximum of €1,500 per booking.

The selected coverage amount applies to all goods within the relevant transport combined, not per individual item.

The maximum coverage does not automatically mean this full amount will be paid out. Any compensation depends on the demonstrable damage, the value of the item, the applicable terms, and the assessment of the claim.

Coverage may include, among other things:

• Directly visible physical transport damage to declared goods;
• Loss of declared goods during transport;
• Theft or misappropriation of declared goods during transport.

For a valid claim, it must be plausible that the damage occurred during the transport carried out by Next Wave.

Insofar as legally permitted, the following are among the items not covered by the transport coverage:

• Pre-existing damage;
• Damage that did not occur during transport;
• Internal or functional damage without visible external transport damage;
• Technical or electronic defects without demonstrable physical transport damage;
• Damage due to insufficient packaging;
• Damage to packaged goods without visible damage to the packaging, insofar as it cannot be made plausible that the damage occurred during transport;
• Damage that occurs when the customer or a third party engaged by them personally helps with lifting or moving;
• Damage to goods that were not declared for transport;
• Damage to excluded goods;
• Indirect or consequential damage, insofar as its exclusion is legally permitted.

Statutory liability that cannot be legally excluded or limited remains in force.

The transport coverage of €250 or €1,500 applies to the declared goods being transported and not automatically to other property, such as walls, doors, floors, stairs, lifts, gardens, or vehicles.

Any liability for damage to other property is assessed separately based on the circumstances and the applicable legal rules.

Inspect your goods as soon as possible after delivery.

Do you discover damage or is something missing? Report it as soon as possible and no later than 48 hours after delivery via our damage procedure.

If possible, include:

• Booking number;
• Description of the damage;
• Photos of the complete item;
• Clear photos of the damage;
• Photos of any packaging;
• Proof of purchase, invoice, or other evidence of value.

Don't have all the information within 48 hours yet? Report the damage within the deadline anyway and send the missing information as soon as possible afterward.

A report made after this deadline may complicate the assessment and may affect the claim, insofar as this is legally permitted.

The following goods, among others, may not be transported via Next Wave:

• Cash;
• Securities;
• Illegal goods;
• Narcotics;
• Weapons and ammunition;
• Explosive or flammable substances;
• Toxic or hazardous substances;
• Live animals;
• Perishable food items;
• Goods whose possession or transport is legally prohibited;
• Goods for which special transport permits are required, unless expressly agreed in advance.

Next Wave may refuse a transport when, in our reasonable judgment, goods are unsafe, illegal, or unsuitable for regular transport.

Valuable, exceptionally fragile, or special goods must be reported to Next Wave in advance.

Is the value of your goods higher than the selected maximum coverage amount? This does not mean the excess amount is automatically insured or covered.

Additional terms may apply to certain goods, or Next Wave may decide not to accept the transport.

Circumstances beyond Next Wave's reasonable control may sometimes arise.

Examples include:

• Extreme weather conditions;
• Serious traffic problems;
• Road closures;
• Accidents;
• Government measures;
• Failures in essential systems;
• Emergencies;
• Other exceptional circumstances beyond our reasonable control.

In such situations, we work with the customer wherever possible to find a suitable solution, such as an adjusted time or a new execution date.

Next Wave is not liable for damage that is solely the result of force majeure, insofar as the law permits.

Next Wave carries out its services with reasonable care.

When Next Wave is liable for damage under applicable law, the extent of that liability is determined based on the agreement, the selected coverage, the circumstances of the case, and the applicable legal provisions.

Insofar as legally permitted, Next Wave is not liable for indirect damage such as loss of profit, lost income, or other consequential damage.

No provision in these terms limits or excludes liability where this is not permitted under mandatory law.

Not satisfied with our service? Let us know.

We ask that you report a complaint to us as soon as possible after it arises and clearly describe what happened.

We review every complaint carefully and try to reach a suitable solution as quickly as possible.

Additional or different arrangements may apply to business customers, for example for recurring transports, large volumes, or long-term partnerships.

When a separate business agreement has been concluded, the arrangements set out in writing therein take precedence where they differ from these general terms and conditions.

To carry out a booking, we process personal data, such as contact, address, and booking details.

How we collect, use, and store personal data is described in our separate Privacy Policy.

Dutch law applies to agreements with Next Wave.

Mandatory consumer rights always remain applicable.

Disputes are submitted to the competent court in accordance with the applicable legal rules.

The current version of these terms and conditions is available on our website. Company registration details are shown at the foot of this page.