Terms & Conditions
Terms & Conditions
Provider Norway: Wanda Group AS (hereafter referred to as "Wanda")
Postal address: Akershusstranda 19, 0150 Oslo
Organisation number: 921 245 300
Provider Sweden: Wanda Sweden AB (hereafter referred to as "Wanda" if not otherwise is stated)
Postal address: Malmskillnadsgatan 32, 111 51, Stockholm
Organisation number: 559262-3044
2. Description of the service
Wanda provides a service for the storage and transportation of items and other services on your doorstep. Wanda also offers services with transportation on behalf of other third party service providers. In these cases the terms and conditions for the third service provider may apply in terms of the execution of the services provided by that third party.
The service consists of a portal / personal web application for the individual user that provides an overview of all the customer's registered items, orders, payments and more. Wanda can define its geographical service area by its own discretion. Service outside such areas can be provided on request.
Instructions to place orders are at any time stated in the service.
The user is responsible for giving the correct information during the booking of an order. If information is not correct, Wanda has the right to cancel or partially execute the order.
The user is self responsible for the order to be correct in terms of quantities, pictures, item categories and other information requested unless otherwise stated. If the items, service products or the like are not the same as documented or chosen by the user in the order Wanda has the right to adjust the order, or cancel the order.
When items are added to the service or order, the user is responsible for selecting the correct item category given in the application. Wanda has the right to change the item category, reject items or reject orders if the initial order contains items with incorrect item category. Definitions of item category are given in the application and on Wanda.space.
Wanda has different lead times based on the quantity of items and/or the item categories in any given order. If the order is changed, the lead time as well as the prices may change.
The user will receive an order confirmation right after an order has been placed. If the user has not received an order confirmation, we urge the user to contact customer support.
The user can cancel an order up to 48 hours before pickup or delivery free of charge.
If an order is cancelled less than 48 hours before pickup or delivery, a cancellation fee of 199 NOK/ 99 SEK will apply.
If an order is cancelled the same date, or not executed due to the user not being present at the given time slot for the pickup or delivery, it is considered a no show. The driver will wait at least 5 minutes at the address before it is considered a no-show. In these cases, the user will be charged a no show fee of 50% of the pickup/delivery cost, but minimum 500 NOK/199 SEK.
4. User account
Before placing an order, one will be asked to create a user account.
The user account must contain the user’s name, address, telephone number, email address, payment information and other relevant information for Wanda to perform services. The user is responsible for filling in the correct information.
In the event of suspected abuse of the user account, Wanda has the right to close the account and terminate the agreement with immediate effect.
Prices for storage, transportation or other services are stated in wanda.space and in the web application. All prices are inclusive of VAT, unless otherwise stated. Prices are subject to change including but not limited to annual adjustment reflecting the change in the consumer price index (CPI) from the previous year as reported by the official source for CPI-tracing.
If prices on recurring payments, such as subscriptions, are subject to change, Wanda will notify the user 1 month ahead of the price change taking effect.
For some orders and/or subscriptions a minimum payments period may apply. If applicable the user will be notified in the service.
Wanda has different transportation and carrying prices based on the quantity of items and/or the item category. If the order is changed, the transportation and/or carrying price per item might change.
For services offered through partners, the price that the user must pay is stated in the service.
Each user can only use 1 discount code per active subscription.
When ordering a pickup, the user initiates a subscription paying for the following month. The subscription price is based on the number of items stored, alternatively the number of M2 subscribed to, or whether you have ordered other services with a recurring payment.
The subscription starts the date when the items are picked up by Wanda. If new items are stored in between billing dates, the user will be charged for the new items for the time between the items are stored until the next billing date. If there are no changes to a subscription in a given month, the customer will be charged one time per month.
On a pay per item plan the subscription terminates when all items have been delivered to the agreed address.
For all other subscriptions, including M2 subscriptions, and other services based on a recurring payment the user will have to terminate the subscription explicitly through the app or in writing to customer service providing that any minimum commitment periods have been honoured.
Services offered on behalf of Wanda’s partners will be charged at the moment of ordering. In some cases the customer can be charged for extra work. The user will be informed about what the extra cost is and will be given the option to accept or reject the proposal, before any extra work is performed or charged. For some services like transportation, carrying, packing or other services that are of a one time only nature, the user will be charged separately.
7. Service platform
Wanda offers services performed by partners such as bike service, clothing repair etc.
The information about the respective service product such as what is included in the service product, lead times, instructions etc. is given in the web application. The user is responsible for reading and following instructions given for each service product.
The user can also be contacted by the service partners in case the service partner has further questions, needs to do clarifications or to send a price offer or other relevant communication. When contacted by Wanda or a partner the user is responsible for replying within reasonable time using the same communication channel as the user was contacted with. Wanda only shares information which is relevant to fulfilling the service with partners.
Sometimes there will be a need to do extra service/repair to an item. In these cases the user will be contacted by the partner, or in some cases Wanda, with a price offer for this, and with a new lead time. In these cases it must be expected that the lead time will increase, compared to the original lead time. Such communication will happen through either phone, email or SMS.
The user will receive communication by Wanda when the service has been fulfilled and the user can order delivery of the item(s) that has been serviced.
The service partner is responsible for the quality of the service. Any feedback, questions, complaints or other relevant communication must go through Wanda unless otherwise stated. In case of complaints regarding the quality of the service, the user must give a written complaint to Wanda.
If more than 2 weeks have passed since the service has been fulfilled, and the user has been informed about this, the user must be aware that there might, in some cases, be some minor changes to the quality of the service. The reason for this is that over time, the quality of the service will be reduced, due to the materials used.
When the service of the product is completed, the user can order the product delivered. If the product remain at Wanda a subscription fee will be charged for the storage of the product on a monthly basis.
8. Means of storage, items and labeling
The user can choose which packaging to use (for example, boxes, crates, bags, bubble wrap), unless otherwise stated in the service. The means of storage must withstand being handled, transported and stored.
Items that are not packed inside boxes, crates, bags or the like must be packed safely and must withstand being handled, transported and stored. Wanda can also pack items like this on behalf of the customer. Prices for this service are stated in the service.
Wanda can choose to pack items for the customer if it is deemed necessary. Wanda has the right to charge the customer for this service.
The packaging used by the user shall not have any visible damage, holes or the like that could cause damage to the objects. It must also be securely
The user is responsible for documenting the suitability of the items’ packaging, as well as the condition of the packed items. The user must take pictures of all items and upload them to the website before the items are collected by Wanda. For M2 orders Wanda will take pictures and pack items at the time of pick-up, Wanda will not take pictures and pack items within individual boxes / crates.
Wanda can control the images, as part of Wanda's quality assurance. In case of damages Wanda or Wandas insurances partners will compensate the users for items which do not have pictures, that also mean that the customer is responsible for taking pictures of items packed in boxes before the box is closed and sealed.
If Wanda discovers that items are damaged at the time of pickup, or need to be repackaged by Wanda, the user will be held responsible and will be charged for this service. Wanda has the right to reject items if they are not sufficiently packed/secured.
Wanda has the right to reject picking up items that are not within the size and/or weight limits for the items. The weight & size limits are as follows: Your items can have a max weight of weigh 70 kg, and dimensions must not exceed 3 m height/length and 2 m width. Your items must regardless of weight & dimensions be in such condition that they can be safely carried, and the access to your home must also be cleared to enable safe carrying out to our car.
The user is responsible for disassembling items, if needed, prior to the pickup. Examples of items that need disassembling are large furniture and fragile items must be disassembled before pick up. Examples of items like this are Ikea wall cabinets and corner sofas.
All items shall be prepared for pickup and easily accessible for Wanda’s operators. Wanda has the right to reject items that do not follow these instructions.
The user shall follow the instructions regarding labeling and photography of the packaging and the items given in the service. If the packaging is not labeled according to stated instructions and/or items have not been photographed,
Wanda can reject the items. In cases where this happens, a fee may apply, to cover the extra time needed. Wanda can change the price, or cancel orders, for items or services that are incorrectly registered or exceeding the maximum weight. See Chapter 10 for an overview of objects etc. that cannot be stored with Wanda.
9. Transportation terms
Transportation is ordered according to the stated time slots. In some cases, the date and time for transportation will be given by email, or through other written communication.
Wanda has three service levels for our transportation service, curbside pickup/delivery, pickup/delivery to the first door, pickup/delivery with carrying.
Curbside pickup or delivery of items is executed at the curbside where Wanda drivers can locate a legal parking space.
First-door pickup or delivery of items is executed by the first door of the building where Wanda drivers transport the items from the car to the first door. This can be the first entrance of an apartment building, garage door, house, etc. The maximum distance to the car is 15 meters. Distances above 15 meters will be charged as transportation with carrying.
For a pickup or delivery with carrying, the items are picked up or delivered to the hallway of the house/apartment. In private houses, we only carry items from/to the hallway on the first floor of the house. In apartment buildings, we can carry items up to/down from the 5th floor. From the 6th floor and upwards, we only pick up/deliver items that fit into the elevator.
Items that do not fit into the elevator, will be picked up or delivered to the first door. It must be expected that larger orders will have longer lead time than orders of a smaller size. Wanda has the right to change the date and time of pickup and/or deliveries if this is needed due to capacity constraints. A new date and time will be reached in accordance with the customer.
Wanda has the right to not pick up any item that is deemed to be outside of stated weight or size limits or other limitations stated in the service. Wanda operators will do an assessment of the safety of handling and transporting the items at the user’s address. Wanda does not guarantee that we can carry items inside if the delivery address is not the same as the pickup address.
If there would be any damages to the user’s items during handling, transport and storage, and the items have been packed in accordance with Wanda’s instructions and/or Wanda’s terms, the customer can get compensated up to 50.000 NOK/SEK. See chapter 12 for further details.
Due to the inherent risk of moving items within a home Wanda will not compensate for any damages from additional carrying help within the hallway of the house / apartment. This includes but is not limited to damages relating to dismantling or mantling help provided by a Wanda employee to the customer.
All items are stored in a suitable storage facility with access control, fire and theft protection. Only personnel from Wanda or certified partners have access to the premises. Wanda has systems and routines that ensure control and overview of the user's items.
The user does not have the right to retrieve the items stored at Wanda by themselves. If the user needs an item, transport must be ordered for delivery according to the prices and terms given by the service. The user can also contact customer service.
Wanda may notify the user about product changes, information about the service, special offers and other marketing activities on the user’s registered email address and phone number. Wanda can also share information about the user with other providers if Wanda sees it fit. The customer can unsubscribe to this communication. All communication related to the order is not optional.
The following items are not allowed to be stored at Wanda:
• Money, coins, bars, bonds/securities and the like
• All kinds of living or dead animals/organisms
• Explosives and easily flammable substances
• Weapons, ammunition or any other hazardous items
• Animal equipment, cages, aquariums or similar
• Biological material and remains
• All foods
• Liquids inside any container
• Items made of marble or porcelain
• Items with a strong smell/odour or that are unclean.
• Tobacco products
• Any item that may be considered dangerous to the transporter, warehouse facility or people working in the warehouse facility
• All items that are illegal
The user is responsible for compliance with these restrictions.
The user is responsible for any pests inside boxes, bags etc. Wanda strongly encourages the user to check the inside of boxes and bags etc.
Wanda reserves the right to open the items’ packaging on suspicion of unlawful circumstances, on request from the police, or on order from public authorities, on suspicion that the contents of packaging constitute a hazard, or on legitimate suspicion of breach of these terms.
Wanda has the right to, on its full discretion, to return or dispose of and charge for transportation of any item that is not in accordance with these limitations. Wanda does not recommend storage of items such as antiques, art, highly valuable items, wine or fragile items. Damages to such items will not be compensated.
12. Compensation of damages
In the case of damages, the user can, at a maximum, get compensation for values up to 50.000 NOK/SEK conditional on the user purchasing such a protection level in the order process. If additional protection levels are not ordered the maximum compensation available for damages are 2.500 SEK/NOK. This is applied unless otherwise stated anywhere in the platform. The maximum compensation is limited on the user level.
Only items that are packed according Wanda's guidelines and/or according to information in the platform are eligible for compensation in case of damages.
Wanda will be careful with your things, but moving things around can cause small damages and scratches to things and physical surroundings. Minor surface scratches or the like can appear during handling, even if the items are handled with care. These are not considered as damages and will not be compensated.
Due to the inherent risk of moving items within a home Wanda will not compensate for any damages from additional carrying help within the hallway of the house/apartment. This is including but is not limited to damages relating to dismantling or mantling help provided by a Wanda employee to the customer.
Wanda does not compensate for any non-visible damages. Wanda does not test the functionality of items at the time of pickup. Wanda, therefore, does not compensate for damage to the internal workings of items, e.g. electronics, and items with mechanical parts.
Damages to items that should be dismounted to be safely transported, such as bookshelves, wardrobe closets (e.g. Ikea Pax) and the like will not be compensated for. Wanda strongly recommends users to dismount furniture, shelves, closets etc. before pickup.
Wanda will not compensate damages to items that are outside Wanda`s weight restrictions, or that are not compliant with our terms and conditions, even if Wanda has picked up the items.
Businesses that use Wanda´s service are not eligible for compensation, and must ensure their own insurance for inventory and goods stores with Wanda.
Conditions for compensation
If the user is to receive compensation from Wanda, the user must report the damage to Wanda without delay, and provide documentation of ownership and value of the item. To receive any compensation the customer must have documented all items and assets stored with Wanda inside the service. For contents packed in boxes or crates, the user must take & upload pictures of the contents inside of their boxes before lids are sealed. Wanda will not compensate for any damages of items inside boxes if there is no documentation of the state of the item before pickup.
When calculating the value of an item a discount rate of 15% per annum from the year after the purchase will apply, deducting value from price paid by the user at the time of purchase. The purchase price must be documented with an original receipt.
13. Changes of terms
Wanda is constantly working to provide better service to its customers and users. This may result in changes to these terms.
14. Breach of terms by Wanda
If the user observes any breach of terms by Wanda the user must notify Wanda within a reasonable time and within two months of discovering it. If the service is paid by credit card, the user may also choose to complain and send claims directly to the credit card issuer (the credit card company). The message to Wanda or the credit card provider must be in writing (email or letter).
15. Right of withdrawal and complains
When a user orders a service on the website, the user has a 14-day right of withdrawal by Norwegian consumer protection laws. This means that users have the right to cancel their service order by notifying Wanda within 14 days from the date of the order (cancellation deadline).
If the user wishes to cancel the order, the user must send Wanda a message before the cancellation deadline has expired by email (Norway: firstname.lastname@example.org, Sweden: email@example.com) or in the manner stated on Wanda’s website.
The user must specify its name, address, and other relevant information such as order number and email address in the message.
Therefore, for the user to be able to exercise the right of withdrawal in time, it is sufficient that the user sends a message that the user intends to exercise the right of withdrawal before the withdrawal period expires.
When the user exercises the right of withdrawal, Wanda will reimburse the amount the user paid for the service, except the costs the user is obliged to pay. Wanda will reimburse the amount as soon as possible, but no later than 14 days from the date Wanda received a notice of withdrawal.
However, Wanda can wait to transfer the refund until the user has received the item, if this has been collected and shipped to Wanda. The refund will be made to the user via the payment option the user has chosen, unless otherwise agreed.
When a user orders a service on the service platform, the user has the right to send a complaint per Norwegian consumer protection laws.
If the user has any complaints regarding the service(s) performed by Wanda or its partners, the user must send Wanda a message within a reasonable time by email (Norway: firstname.lastname@example.org, Sweden: email@example.com) or in the manner stated on Wanda’s website. The user must specify their name, address, and other relevant information such as order number and email address in the message. Therefore, for the user to be able to exercise the right of withdrawal in time, it is sufficient that the user sends a message that the user intends to exercise the right of withdrawal before the withdrawal period expires.
16. Breach of terms by the user and retention rights
If the agreement is terminated by Wanda as a result of the user's breach of contract, including non-payment, Wanda is entitled to charge a fee for the return of the item. Wanda has a right to retention as well as a right to keep all items stored for the user as collateral for unpaid fees or claims.
The user acknowledges that this may result in loss of ownership of the items and that Wanda has the right to dispose of the items without the user being compensated. The costs associated with such disposal will be billed to the user.
17. Conflict Resolution