Terms & Conditions

TERMS & CONDITIONS

R7 INTERNATIONAL

Effective Date: 9 October 2026

1. Introduction

Welcome to R7 International.

These Terms & Conditions (“Terms”) govern the use of our website, enquiries, quotations, bookings, payments, and services provided by R7 International Sdn Bhd and R7 International Pte Ltd (collectively referred to as “R7 International”, “R7”, “we”, “us”, or “our”, as applicable).

R7 International provides international and domestic relocation, freight forwarding, logistics, workplace solutions, storage, fine art handling, document management, and related services to individuals, businesses, diplomatic missions, government agencies, and institutional clients.

By using our website or accepting our services, you agree to the Terms applicable to your transaction. Additional contractual terms may apply to specific services.

Where a separate quotation, service agreement, government contract, bill of lading, air waybill, storage agreement, or other written contract applies, its specific provisions shall prevail over these general Terms to the extent of any inconsistency.

Nothing in these Terms shall exclude any statutory rights that cannot lawfully be excluded.

2. Legal Entities and Merchant Information

R7 International operates through separate legal entities incorporated in Malaysia and Singapore.

2.1 Malaysia

Legal Name: R7 International Sdn Bhd

Country: Malaysia

Principal Business Address:

C-1-25, 8 Avenue Business Centre, Jalan 8/1, Seksyen 8, 46050 Petaling Jaya, Selangor, Malaysia.

Telephone: +603 7931 7788

Email: info@r7intl.com

2.2 Singapore

Legal Name: R7 International Pte Ltd

UEN: 202125536G

Country: Singapore

Principal Business Address:

133 New Bridge Road, #23-09, Singapore 059413.

Telephone: +65 9183 0710

Email: singapore@r7intl.com

2.3 Contracting Entity

The legal entity responsible for a transaction shall be identified in the relevant quotation, invoice, service agreement, booking confirmation, or payment instructions.

Customers should refer to the legal entity displayed on their transaction documentation when determining the applicable merchant and contractual terms.

3. Governing Law and Jurisdiction

3.1 Malaysia

All services, orders, bookings, and payments contracted with or processed by R7 International Sdn Bhd shall be governed by and construed in accordance with the laws of Malaysia.

Your order and payment will be processed in accordance with the laws of Malaysia.

Unless otherwise provided in an applicable contract or mandatory law, disputes relating to these transactions shall be subject to the jurisdiction of the competent courts of Malaysia.

3.2 Singapore

All services, orders, bookings, and payments contracted with or processed by R7 International Pte Ltd shall be governed by and construed in accordance with the laws of Singapore.

Your order and payment will be processed in accordance with the laws of Singapore.

Unless otherwise provided in an applicable contract or mandatory law, disputes relating to these transactions shall be subject to the jurisdiction of the competent courts of Singapore.

3.3 International Transactions

For international services involving multiple jurisdictions, the applicable governing law shall be determined by the relevant contracting entity and any applicable agreement, mandatory legislation, or international transportation convention.

The customer’s location, shipment origin, or shipment destination does not automatically determine the governing law.

Nothing in this section shall restrict mandatory consumer protection rights or statutory remedies.

4. Scope of Services

R7 International provides services including, but not limited to:

International and domestic household goods relocation
Corporate and employee relocations
Diplomatic and government relocations
Military and defence logistics support
Office and workplace relocations
IT infrastructure and data centre relocation
Freight forwarding by air, sea, and road
Customs clearance coordination
Project cargo and heavy machinery logistics
Exhibition and event logistics
Fine art packing, crating, transportation, and installation
Pet relocation coordination
Vehicle shipping and relocation
Storage, warehousing, and storage-in-transit
Document storage, digitization, and confidential destruction
Mobility and destination support services

The availability and scope of each service are subject to operational capabilities, local regulations, and contractual agreement.

5. Quotations and Bookings

All quotations are prepared based on information provided by the customer, including shipment volume, weight, inventory, origin and destination, accessibility, and required services.

Unless otherwise specified, quotations are subject to the validity period stated in the quotation.

Additional charges may arise from changes to the agreed scope, including increased shipment volume, restricted access, additional manpower, special handling, customs inspections, storage extensions, or unforeseen third-party charges.

R7 will inform customers of material changes and seek authorization for additional services where reasonably practicable.

A booking is considered confirmed when accepted and acknowledged by R7 in writing, subject to any applicable deposit or payment requirements.

6. Customer Responsibilities

Customers are responsible for:

Providing accurate shipment descriptions, inventories, and supporting documentation.
Declaring fragile, valuable, hazardous, restricted, or unusual items.
Securing necessary building, parking, loading, and access permissions.
Preparing all required customs, immigration, and regulatory documents.
Making goods available at the agreed time and location.
Separately safeguarding cash, jewellery, passports, important documents, and other personal valuables unless their handling has been expressly agreed.
Disclosing conditions affecting safe packing, handling, storage, or transportation.
Paying applicable charges under the agreed payment terms.

Customers may be responsible for reasonable additional costs directly resulting from inaccurate declarations, inadequate documentation, or failure to fulfil agreed obligations, subject to applicable law.

7. Packing, Collection and Delivery

R7 International will perform packing, handling, collection, and delivery services according to the confirmed service scope.

Packing materials and methods will be selected according to the nature of the shipment and agreed requirements.

Specialized crating, lifting equipment, shuttle services, stair carrying, dismantling, reinstallation, and other accessorial services may incur additional charges.

Where customers pack goods themselves, they are responsible for suitable packing and accurate disclosure of contents. Any resulting liability shall be assessed according to the applicable contract and law.

Customers should inspect goods upon delivery and report any visible damage or shortages in the delivery documentation where reasonably possible.

Signing a delivery acknowledgement does not automatically waive rights relating to concealed damage or other legally valid claims.

8. Fulfillment and Delivery Timelines

R7 International provides services across Malaysia, Singapore, and international destinations through its own teams and authorized logistics partners.

Typical service timelines include:

Service	Estimated Timeline
Domestic Moving — Malaysia and Singapore	1–7 working days
International Air Freight Relocation	Approximately 5–14 working days
International Sea Freight Relocation	Approximately 4–12 weeks
Cross-Border Road Freight	Approximately 3–10 working days
General Freight Forwarding	Approximately 3–60 days
Office and Corporate Relocation	According to project schedule
Specialized and Project Logistics	According to project schedule
Storage and Warehousing	According to agreed storage period

These are indicative timeframes and may not represent the total period from payment to delivery.

Actual schedules depend on booking lead times, transportation availability, customs clearance, access restrictions, destination regulations, and other operational circumstances.

Delivery dates are estimates unless expressly guaranteed in writing.

R7 will make reasonable efforts to notify customers of material delays and revised delivery arrangements.

9. Pricing and Payment Terms

Service prices are specified in the applicable quotation, invoice, or contract.

Payments may be collected through approved payment methods, including bank transfers, card payments, online payment links, and other authorized payment channels.

Depending on the service agreement, payments may be required as deposits, before commencement, upon completion, before delivery, or under agreed corporate credit terms.

Invoices may be issued in MYR, SGD, USD, or other agreed currencies.

Currency conversion rates, bank charges, and payment processing fees may apply where disclosed and permitted by law.

R7 reserves the right to request settlement of outstanding charges in accordance with the relevant agreement.

Any suspension of services, withholding of goods, or exercise of a lien shall be subject to the applicable contract and law.

10. Online Payments and Payment Security

Online payments may be processed through authorized third-party payment service providers, including Airwallex and other financial institutions.

Customers must ensure that payment details, amounts, currencies, and merchant information are correct before completing a transaction.

The merchant responsible for processing each payment shall be the legal entity identified on the relevant invoice or payment interface.

R7 will take reasonable measures to protect transaction information within its control. Card information processed by third-party payment providers is also subject to their applicable security and privacy arrangements.

Customers should immediately report suspected unauthorized payments or fraudulent payment instructions.

11. Cancellation, Rescheduling and Refunds

Customers requesting cancellation or rescheduling must notify R7 in writing.

Cancellation terms depend on the agreed service scope, advance commitments, work already performed, and applicable contractual conditions.

Where cancellation occurs before services commence, any refundable amount will be determined after considering validly agreed cancellation charges and reasonable, documented costs already incurred.

Where work has commenced, charges may apply for completed services, allocated resources, materials, transportation arrangements, and other properly incurred costs.

Rescheduling is subject to operational availability and may result in additional charges.

Where a refund is due, R7 will confirm the approved amount and arrange processing through an appropriate payment method, normally the original method where available.

Refund processing times may depend on the issuing bank or payment service provider.

Where R7 cancels a booking and cannot provide the agreed services or an acceptable alternative, any refund or remedy shall be determined by the agreement and applicable law.

Nothing in this section limits mandatory consumer rights or statutory remedies.

12. Customs and Regulatory Compliance

International shipments are subject to applicable customs, import/export, transportation, security, and trade regulations.

Customers are responsible for submitting accurate documentation, declaring goods correctly, and obtaining any required permits or approvals.

Unless expressly agreed otherwise, customers are responsible for applicable customs duties, taxes, government charges, and import-related assessments.

R7 may coordinate customs clearance through authorized personnel, agents, or licensed brokers.

Customs clearance times and government approvals cannot be guaranteed.

R7 may decline or suspend services where necessary to comply with applicable sanctions, export controls, trade restrictions, or other legal requirements.

13. Dangerous, Prohibited and Restricted Items

Customers must not include illegal, prohibited, dangerous, or restricted goods in shipments unless their transportation has been expressly agreed and all applicable legal requirements have been satisfied.

Such items may include explosives, flammable substances, compressed gases, hazardous chemicals, undeclared lithium batteries, weapons, ammunition, illegal substances, and goods restricted by customs or transportation authorities.

Certain regulated items may require specialized documentation, packing, carrier approval, or transport arrangements.

Where unsafe or undeclared prohibited goods are discovered, R7 may take reasonable and lawful measures to protect personnel, property, and the public.

Additional costs directly resulting from non-compliance may be recoverable in accordance with the applicable contract and law.

14. Storage and Warehousing

Storage services are provided subject to the agreed storage terms and facility availability.

Charges may be determined by shipment volume, weight, storage duration, handling requirements, and the storage method selected.

Specialized storage conditions, including climate control and enhanced security, are provided only where expressly confirmed.

Customers must provide reasonable notice for retrieval, access, collection, or delivery of stored goods.

Additional handling or transportation charges may apply.

Goods remaining beyond the agreed storage period may incur continued storage charges.

Any action concerning uncollected goods, including liens, disposal, or sale, shall be undertaken only in accordance with contractual rights and applicable legal requirements.

15. Insurance and Shipment Protection

R7 may offer or arrange transit, marine cargo, household goods, fine art, or other appropriate insurance products where available.

Insurance is not automatically included unless expressly confirmed in writing.

Insurance coverage is subject to the relevant policy wording, declared values, exclusions, deductibles, conditions, and insurer approval.

Customers are responsible for providing accurate valuations and information necessary for insurance arrangements.

Insurance claims will be assessed according to the applicable policy and insurer’s claims procedures.

The absence of optional insurance does not remove any legal liability that may otherwise apply to R7 or another responsible party.

16. Loss, Damage and Claims

R7 will exercise reasonable skill, care, and diligence when providing contracted services.

Customers should report suspected loss, damage, or shortages as soon as reasonably practicable after discovery.

Supporting documents may include photographs, shipment inventories, delivery records, invoices, repair quotations, and other relevant evidence.

Claims will be evaluated according to the applicable agreement, factual circumstances, relevant insurance arrangements, mandatory laws, and international transportation conventions.

Any limitation of liability must be expressly provided for in the relevant contractual documentation and must comply with applicable law.

Nothing in these Terms excludes liability for fraud, wilful misconduct, death or personal injury caused by negligence, or other liabilities that cannot lawfully be excluded or restricted.

17. International Agents and Subcontractors

R7 may engage authorized international relocation agents, freight carriers, customs brokers, warehouse operators, specialist contractors, and other third-party service providers to fulfil agreed services.

Responsibilities and liability allocations involving such parties shall be governed by the relevant service agreements and applicable law.

Where R7 acts solely as an agent or intermediary rather than as a principal contracting carrier, that role shall be identified in the applicable transaction documentation.

18. Corporate, Diplomatic and Government Services

Services provided under corporate agreements, government contracts, diplomatic arrangements, military transportation programmes, tenders, or framework agreements may be subject to additional terms.

Where specific contractual conditions or mandatory programme requirements apply, those provisions shall prevail over these general Terms to the extent of any inconsistency.

These Terms do not override any binding government contract, approved transportation tariff, mandatory shipping regulation, or applicable international convention.

19. Personal Data and Privacy

R7 collects and processes personal information where necessary for enquiries, quotations, bookings, shipment administration, customs documentation, payments, customer communications, claims, and legal compliance.

Information may be shared with authorized employees, service partners, payment processors, transportation providers, customs authorities, and regulators where necessary for the agreed service or legal obligations.

Personal data shall be handled in accordance with applicable privacy and data protection laws, including Malaysia’s Personal Data Protection Act 2010 and Singapore’s Personal Data Protection Act 2012, where applicable.

Further details are provided in our Privacy Policy: https://r7intl.com/privacy-policy/

20. Website Use and Intellectual Property

All content published on the R7 International website, including text, photographs, designs, graphics, logos, trademarks, and other materials, is owned by or licensed to R7 International unless otherwise stated.

Unauthorized copying, commercial distribution, alteration, or misuse of protected content is prohibited.

Users must not attempt unauthorized access to website systems, introduce malicious software, interfere with website operations, or misrepresent R7’s business identity.

Third-party logos and trademarks remain the property of their respective owners.

21. Website Accuracy and Availability

R7 makes reasonable efforts to maintain accurate and current information on its website.

However, service descriptions, operational coverage, pricing, and availability may change.

Website information is provided for general reference and does not constitute a binding quotation or guarantee unless expressly confirmed.

R7 may modify website content or temporarily suspend website availability for maintenance, security, or operational purposes.

Nothing in this section excludes any applicable statutory obligation concerning representations or services.

22. Electronic Communications

Customers may communicate with R7 through email, website enquiry forms, and other approved electronic channels.

Quotations, booking confirmations, invoices, payment instructions, and other service documents may be issued electronically where legally permitted.

Where electronic signatures or consent are required, the relevant legal requirements shall apply.

Customers are responsible for keeping their contact information accurate and informing R7 of material changes.

23. Complaints and Dispute Resolution

Customers are encouraged to contact the relevant R7 office regarding service concerns, claims, payments, or disputes.

R7 will review complaints and make reasonable efforts to resolve issues professionally and fairly.

Where direct resolution is unsuccessful, the parties may pursue mediation, arbitration where validly agreed, or proceedings before a competent court or tribunal.

The applicable governing law and jurisdiction shall be determined under Section 3, the relevant contract, and mandatory law.

Nothing in these Terms restricts statutory rights to pursue available legal remedies.

24. Force Majeure

Service performance may be affected by circumstances outside R7’s reasonable control, including natural disasters, severe weather, flooding, war, civil unrest, public health emergencies, government restrictions, strikes, port closures, and transportation disruptions.

Where such circumstances affect contracted services, R7 will make reasonable efforts to notify affected customers, mitigate disruption, and discuss alternative arrangements.

The consequences of delays, additional costs, cancellations, or termination shall be determined according to the applicable agreement and law.

25. Amendments and Severability

R7 may revise these Terms to reflect changes in business operations, legal obligations, service offerings, or payment arrangements.

Updated Terms will be published on this website with the applicable effective date.

Unless otherwise lawfully agreed, changes will apply prospectively and will not automatically amend existing confirmed service contracts.

If any provision is found invalid or unenforceable, the remaining provisions shall continue to apply to the extent permitted by law.

26. Contact Information

For questions concerning these Terms, services, payments, claims, governing law, or contractual matters, please contact:

R7 International Sdn Bhd — Malaysia