Velova Mover Platform Agreement

1.1 Platform Role

Velova operates a digital marketplace (“Platform”) that connects Customers seeking household goods (HHG) moving services with professional moving companies and self-employed movers (“Movers”). This Mover Platform Agreement (“Agreement”) governs the legal relationship between Movers and Velova.

Velova is NOT a moving company. Velova does not own trucks, employ movers, or perform moving services. Velova acts as an intermediary platform and escrow coordinator only.

1.2 Parties

• Velova: A marketplace platform operated by VELOVA SINGLE MEMBER P.C. (Greek single-member private company / IKE; GEMI 194620801000, AFM 803325569, registered seat Irakleio Attikis, Greece)
• You: A professional moving company, self-employed mover, or moving business that joins the Platform as a Mover

1.3 Regulatory Framework

This Agreement is structured in compliance with:

• P2B Regulation (EU 2019/1150): Fair treatment of business users of online intermediation services
• Digital Services Act (Regulation (EU) 2022/2065): Online platform obligations including trader traceability (Art. 30)
• E-Commerce Directive (2000/31/EC): Information society service provider obligations
• GDPR (Regulation (EU) 2016/679) and Greek Law 4624/2019 (Greek GDPR implementation): Data protection — see Privacy Policy
• DAC7 (Council Directive (EU) 2021/514): Tax reporting for digital platforms — see Section 7.2
• Greek Civil Code and Greek Law 4072/2012 (commercial code): Contract formation and B2B obligations
• Greek Law 2251/1994: Consumer protection — applies to the Customer relationship managed by the Platform, not directly to the B2B Mover relationship

1.4 Mandatory Interpretation

The P2B Regulation (Articles 1–17) applies to all commercial relationships between Velova and professional Movers. Where this Agreement or Platform practices conflict with P2B requirements, the P2B Regulation takes precedence.

2.1 Eligibility Criteria

To join Velova as a Mover, you must:

(a) Legal Status:

• Be a registered business entity (sole trader, partnership, corporation) operating legally in your jurisdiction
• Provide valid business registration documents
• Be in good standing with tax authorities and regulatory bodies
• Not be subject to sanctions, court orders, or business bans

(b) Insurance (your own responsibility):

• You are solely responsible for arranging and maintaining any insurance appropriate to your business (e.g. cargo / transit, public liability, professional indemnity, or employers' liability cover) as required under the laws of your jurisdiction
• Velova does not collect, verify, mandate, or display Mover insurance, and makes no representation to Customers about any Mover's insurance status or coverage
• Any insurance is a matter between you, your insurer, and the Customer; Velova is not a party to it

(c) Financial Responsibility:

• Have a valid bank account (IBAN) for fund transfers
• Not be in arrears with tax obligations or social contributions
• Not have active chargebacks or payment disputes (more than 2 in 12 months)

(d) Transport Licensing and Professional Conduct:

• Confirm you hold any transport licensing required to operate commercial moving vehicles in your jurisdiction (e.g., Greek L. 3887/2010 freight licensing where applicable)
• For sea/air freight: confirm you hold or sub-contract through entities with proper NVOCC / IATA licensing
• Agree to comply with all applicable laws (safety, labor, environmental)
• Have no criminal convictions related to fraud, theft, or violence
• Maintain professional standards and ethical conduct
• Commit to non-discrimination and respectful behavior toward Customers

2.2 Application and Verification — Pre-Launch Tier Model

At launch, Velova operates a single-tier model with a Founder Mover badge for the first 20 verified movers. The Listed/Verified two-tier system below is a planned future structure that will activate once meaningful service-history data is available and Velova has issued a separate Standard-Tier Acknowledgment Modal to Customers (see also Acknowledgment Modal v1.0 in repository docs).

Pre-launch (Founder Mover):

• Standard onboarding with manual screening
• Submit: business registration, IBAN, photos of equipment/vehicles, references
• Phone interview with Velova team (Founder Mover only)
• Verification time: 5–10 business days
• “Founder Mover” badge for first 20 movers (visibility benefit)
• No rating threshold at launch (insufficient data)

Future tier structure (activated post Y1):

(a) Listed Movers (Self-Verified)

• Standard application with basic checks
• Submit business registration, IBAN, contact details
• Verification time: 5–7 business days
• Visibility: Standard search ranking

(b) Verified Movers (Manually Screened)

• Enhanced application with manual review
• Submit: Business registration, references, photos of equipment/vehicles
• Phone interview with Velova team
• Verification time: 10–14 business days
• Benefits: “Verified” badge, enhanced visibility, higher customer trust signals
• Aspirational standards: ≥4.5 rating and ≥95% completion rate over a rolling 12-month window (applies once a Mover has ≥20 reviews)

2.3 Account Registration and Information

(a) You must provide accurate, complete, and current information during onboarding:

• Legal business name and trading names
• Business registration number, tax ID, VAT ID (if applicable)
• Full names and contact details of owners/directors
• Bank account details (IBAN, account holder name)
• Service area(s) and operational locations
• Availability and capacity information

(b) You are responsible for maintaining the accuracy of this information. Material misrepresentations (false credentials, forged documents) will result in immediate account termination and potential legal action.

(c) Velova may conduct periodic audits to verify that information remains current and accurate. You agree to provide updated documents upon request (e.g., updated business registration or tax documents).

2.4 Prohibited Activities During Onboarding

You may not:

• Provide false or fraudulent documentation
• Impersonate another mover or business
• Use another person's business credentials or insurance
• Conceal disqualifying information (criminal history, pending litigation, unpaid tax)
• Submit multiple applications to circumvent screening

3.1 Professional Standards

(a) You agree to:

• Provide moving services in a professional, courteous, and timely manner
• Treat Customers' homes and belongings with respect and care
• Complete jobs according to the agreed scope and quality standards
• Comply with all applicable laws (safety regulations, labor laws, environmental laws, traffic laws)
• Maintain professional and public liability insurance as required for your business and jurisdiction
• Respond professionally to Customer inquiries and complaints
• Not engage in harassment, discrimination, or abusive behavior

(b) Service quality includes:

• Punctuality: Arrive at the scheduled time or provide reasonable notice
• Professionalism: Dress appropriately, use courteous language, respect Customer privacy
• Care: Handle items with appropriate care; provide evidence of condition (photos) if requested
• Communication: Respond to Customer messages within agreed timeframes
• Completion: Deliver all items to the destination address in the agreed timeframe

3.2 Scope of Service

(a) You agree to provide only the services explicitly described in the booking:

• Item count and types (per survey)
• Number of locations (origin, destination)
• Timescale (same-day, multi-day, scheduled)
• Any additional services (disassembly, reassembly, storage, specialty handling)

(b) You may NOT:

• Charge extra for services that were included in the agreed quote
• Sub-contract the job without explicit Customer approval in advance
• Refuse service on the basis of protected characteristics (nationality, ethnicity, religion, disability, etc.)
• Demand cash payments or attempt to circumvent the Platform's payment system (see Section 5)

3.3 Right of Refusal and Cancellation

(a) Your Right to Decline:

• You may decline any booking request within 48 hours of receipt (matching the customer-side acceptance window in Terms §5.1(c))
• No penalty applies for reasonable refusals (you have capacity/availability constraints)
• You are not obligated to provide a reason for declining
• We do track decline rates; excessive unreasonable declines may result in account review

(b) Your Right to Cancel (Before Service Begins):

• You may cancel only for legitimate reasons supported by evidence: illness (medical certificate), emergency, vehicle breakdown (service record), force majeure
• You must notify the Customer and Velova via the Platform at least 24 hours before the scheduled service where reasonably possible
• Customer receives a 100% refund in all Mover-cancellation scenarios. The 30% deposit released to your connected Stripe account at booking is clawed back (negative balance) under Stripe Connect debit rules. The 70% escrow is also refunded.
• For legitimate force-majeure cancellations supported by evidence, Velova will not impose suspension penalties on the Mover but the financial reversal applies regardless
• Repeated cancellations without legitimate cause result in suspension under Section 9 and may trigger liquidated damages under Section 6.1(c) where the cancellation is found to be a circumvention attempt

(c) No Right to Cancel After Service Has Begun:

• Once you have begun loading items, the service contract is in performance
• Cancellation after commencement is a breach of contract and may result in:
  • Forfeiture of all payments (30% + 70%)
  • Customer claim for damages
  • Account suspension or termination
  • Negative review and rating impact

4.1 Ranking Criteria (Transparency Requirement)

(a) Mover visibility on the Velova Platform is determined by a ranking algorithm based on the following transparent criteria (in order of weight):

Calculation Method:

• Each criterion is scored 0–100
• Weighted scores are summed
• Your Velova Score determines your ranking within search results
• Ties are broken by account creation date (older accounts ranked first)

Ranking Updates:

• Recalculated daily at midnight (server time)
• Changes visible within 24 hours
• You can view your current score in your Dashboard > Analytics > Platform Ranking

(b) Non-Discriminatory Application:

• The algorithm is applied equally to all Movers regardless of size, nationality, or business structure
• No Mover receives preferential treatment based on personal relationships or prior negotiations
• The algorithm is audited quarterly for bias and discrimination

(c) Factors That Do NOT Affect Ranking:

• Price of your quotes (you set your own prices; lower prices do not automatically rank higher)
• Geographic location (regional movers and national movers ranked by same criteria)
• Complaints volume (only resolution outcome matters)
• Marketing spend or premium subscriptions (none available—all Movers treated equally)

4.2 Visibility and Search Placement

(a) Search Results:

• Customers see Movers ranked by Velova Score when they search for moving services
• Top 5 Movers are displayed prominently; others available via pagination
• For each search, we show both Listed and Verified Movers (Verified given slight prominence)

(b) Personalization:

• Results are personalized by location (Movers within Customer's service area prioritized)
• Past bookings with you may appear first if the same Customer books again
• No algorithmic manipulation or “dark patterns” that could mislead Customers

(c) Featured Positions:

• Occasionally Velova may feature Movers (e.g., “New on Velova,” “Highly Rated”) in non-search contexts
• Featured positions are rotated to give all Movers opportunities
• Featured status does NOT require payment or preferential treatment

4.3 Algorithmic Changes and Notice (P2B Article 4)

(a) Notification of Material Changes:

• If Velova changes the ranking algorithm or criteria in a way that materially affects your visibility, we will provide at least 30 days' notice
• Notice will be sent via email to your registered email address
• We will provide a summary of changes and explain rationale

(b) Implementation Timeline:

• Material changes take effect on the date specified in the notice (minimum 30 days after notification)
• Non-material changes (bug fixes, minor weight adjustments) may take effect immediately
• You will always be able to view your current ranking criteria in the Dashboard

(c) Appeal of Algorithm Changes:

• If you believe an algorithm change unfairly disadvantages you, you may submit a formal objection
• See Section 8.2 (Internal Complaint Mechanism) for details

4.4 No Pay-to-Play Practices

(a) Velova strictly prohibits the following:

• Charging Movers for better search ranking or visibility
• Offering “premium” subscription tiers that rank higher
• Prioritizing Movers based on marketing spend or advertising purchases
• Requiring Movers to refer Customers in exchange for visibility

(b) Velova's Commitment:

• Your visibility is determined solely by the transparent criteria in Section 4.1
• No financial transaction with Velova (other than commission on completed bookings) affects your ranking
• You cannot “buy” visibility, featured positions, or preferential treatment

5.1 Commission and Fees

(a) Commission Rate:

• Velova charges the greater of (i) 10% of the Mover's quoted price or (ii) €30 minimum per completed booking, plus Greek VAT 24% on the commission
• The commission is added on top of the Mover's quoted price; the Mover receives exactly the amount they quoted
• Example 1: Mover quotes €1,000 → commission €100 + €24 VAT = €124 → Customer pays €1,124, Mover receives €1,000
• Example 2: Mover quotes €250 → commission €30 (minimum) + €7.20 VAT = €37.20 → Customer pays €287.20, Mover receives €250
• The price the Mover enters must include any VAT that applies to the specific move, according to the following rules:
  • 24% for moves within Greece
  • 24% for moves to another EU country when the Customer is a private individual (B2C — place of supply: origin country, EU VAT Directive Art. 49)
  • 0% for moves outside the EU (Art. 24(1)(b) Greek VAT Code Law 2859/2000 — export of services)
  • 0% reverse charge for moves to an EU business customer with a valid VAT number
• Mover's sole responsibility for correct VAT: The Mover accepts that they are solely responsible for correctly calculating, displaying, and remitting VAT on their own service depending on the route and customer type. Velova provides indicative guidance as a convenience but bears no liability for incorrect VAT remittance by the Mover or any tax penalties imposed on them
• Customer-facing UI displays the final price (mover + commission + commission VAT) as the primary number; the Customer has access to a detailed breakdown within the Platform

(b) What the Commission Covers:

• Platform hosting and maintenance
• Customer and Mover support
• Payment processing (Stripe fees)
• Platform compliance and verification
• Dispute resolution and mediation
• Fraud prevention and security
• Marketing and customer acquisition

(c) No Hidden Fees:

• Velova does not charge additional fees unless explicitly disclosed
• No membership fees, listing fees, or premium features (all Movers have equal Platform access)
• Payment processing fees (Stripe) are borne by Velova, not passed to Movers

5.2 Payment Mechanics and Escrow

(a) Custody disclosure. All Customer funds are held by Stripe Inc. (a payment institution authorised under PSD2), not by Velova. Velova never holds Customer money. The 30/70 split is implemented via the Stripe Connect “separate charges and transfers” pattern.

(b) Payment Flow:

1. Customer pays the full amount upfront (Mover's price + Velova commission + commission VAT) via Stripe Checkout, before Mover begins service
2. 30% of the Mover's price is transferred immediately to the Mover's connected Stripe account upon booking confirmation (deposit; secures the slot)
3. 70% of the Mover's price is held on the Velova Stripe platform balance until either (i) the Customer confirms delivery via the Platform, or (ii) 48 hours elapse after Velova reviews the PoD with no dispute, whichever occurs first
4. The Velova commission and commission VAT are automatically retained by Velova via Stripe Connect at the initial charge. No separate payment from Mover to Velova is required

(c) Proof of Delivery (PoD) — Customer Acceptance Point:

• At delivery, the Customer (or their authorised keyholder) is present, inspects the service, and signs the PoD on the spot on the form the Mover presents (paper or digital form on the Mover's device). The signature is captured at the same time as delivery.
• The Mover uploads the completed PoD to the Platform after delivery (typically within 24 hours), attaching: completion photos, timestamp, the captured Customer signature, and documentation of any property damages or shortages the Customer identified at delivery.
• The Customer's signature on the PoD at the time of delivery constitutes explicit acceptance that the service was performed satisfactorily and that no outstanding issues exist beyond those recorded on the PoD. From this point forward, no dispute is accepted by the Platform.
• Property damages identified at delivery are recorded on the PoD before signature and are subject to platform mediation (see Section 5.3 and Section 8). The Mover is obliged to repair proven damages to the Customer's property caused during the move.
• Damages not reported at delivery are not accepted by the Platform — any claim raised after PoD signature is referred to off-platform channels (the Mover's insurance, if any, or legal recourse).
• If the Customer disagrees with the quality of service or outstanding issues exist at delivery, they must refuse signature and contact Velova for mediation before the PoD is submitted.
• Upon Velova's review of the PoD, the Customer has a 48-hour window to confirm or raise an issue; the 70% is released on the Customer's confirmation, or automatically 48 hours after the review with no dispute.

(d) Final Payment (70% Release):

• After Velova reviews the PoD, a 48-hour Customer window opens. The 70% (of the Mover's price) is released to your connected Stripe account when the Customer confirms delivery, or automatically 48 hours after the review if no dispute is raised.
• Staff-review SLA: Velova reviews the PoD within 7 calendar days of submission. A PoD left unreviewed past that is flagged for escalation; funds are never auto-released before Velova has reviewed the PoD.
• Released funds appear in your bank account within 2–5 business days (Stripe payout timing).
• The Velova commission has already been retained automatically at initial charge via Stripe Connect — it is not deducted from the 70% release and is not separately billed for collection. The Mover receives the full 70% of their quoted price.

(e) Payment Schedule:

• Payments are batch-processed daily
• Released funds are deposited to your registered IBAN via Stripe payouts
• You receive email confirmation of each payment

(f) Commission billing model.

• The Velova commission is retained automatically via Stripe Connect at the Customer's initial charge — the Mover never has to send a separate payment to Velova
• Velova issues a monthly commission invoice to each Mover summing all commissions earned in that calendar month, plus 24% Greek VAT. The invoice serves as accounting documentation and an input-VAT receipt — no payment request accompanies it, since the amount has already been retained
• Movers registered for VAT may reclaim the 24% commission VAT through their normal VAT returns as input VAT
• Movers below the Greek VAT registration threshold cannot reclaim — disclosed up-front so the Mover can factor it into their pricing
• The Customer is invoiced by the Mover for the moving service. Velova never invoices the Customer

Worked Example (Mover quotes €1,000):

Mover quotes €1,000 (inclusive of any VAT on their
   own service — 24% for domestic, 0% for export of
   services).

Customer is charged:
   €1,000  Mover's price
 +   €100  Velova commission (10%)
 +    €24  Commission VAT (24% of €100)
 = €1,124  Total via Stripe Checkout

Day 1, 10:00:  Stripe captures €1,124 from Customer
Day 1, 10:05:  Stripe transfer of €300 (30% × €1,000)
               to Mover's connected account.
               €124 (commission + VAT) stays on the
               Velova platform balance.
Day 4, 14:00:  Mover submits PoD via dashboard.
Day 4, 14:00:  Velova reviews the PoD; a 48-hour
               Customer window opens.
Day 4, 14:05:  Customer confirms delivery →
               €700 (70% × €1,000) released, OR
Day 6, 14:00:  48 hours after the review with no
               dispute → €700 auto-released.
End of month:  Velova issues invoice for €100 + €24
               VAT to the Mover — for accounting
               only. No payment is owed (already
               retained).

SUMMARY FOR THE MOVER:
   €1,000  Total received via Stripe (300 + 700)
       €0  Owed to Velova (already retained)
    +€24   Input VAT (reclaimable if VAT-registered)

5.3 Refunds and Payment Reversals

Refunds are calculated on the total amount paid by the Customer (mover's price + Velova commission + commission VAT). When a booking is cancelled by the Customer, Velova refunds its commission and commission VAT in full; the Customer bears only a fixed €25 platform processing fee. Whether YOU retain anything depends on your declared cancellation fee — the percentage (0–30% of the Customer total) you set when submitting your quote, displayed to the Customer on the offer card, in the comparison view and at acceptance.

(a) Customer Cancellations and Your Compensation:

• Customer cancels more than 7 calendar days before the move date: Customer receives a full refund less €25; your 30% deposit is reversed in full (clawed back) — you retain nothing; Velova refunds 100% of commission and commission VAT
• Customer cancels 7 or fewer calendar days before the move date: you retain your declared cancellation fee (0–30% of the Customer total, as set on your quote). The fee is settled against your 30% deposit: the deposit reversal is reduced by the fee and, if the fee exceeds the deposit, the difference is transferred to your connected account. The Customer is refunded the remainder less €25; Velova refunds 100% of commission and commission VAT. A declared fee of 0% means the Customer pays only the €25 platform fee — a lower fee makes your quote more attractive
• Mover cancels (any cause): Customer receives 100% refund; Mover loses 30% deposit (clawed back); Velova refunds 100% of commission and commission VAT
• Service not completed as agreed (per dispute resolution): Velova may reduce the 70% release proportionally per Section 8 outcomes. Velova commission and commission VAT follow the same proportion as the refund the Customer receives
• Mover account suspended/terminated for breach: outstanding releases may be frozen pending dispute resolution

(b) Chargebacks and Payment Disputes:

• If a Customer disputes the charge with their bank, Velova investigates
• If the chargeback is upheld, Velova will attempt to recover the amount from the Mover's connected Stripe account or via direct debit
• Repeated chargebacks or payment fraud may result in account suspension

(c) Tax and VAT:

• Velova issues a monthly commission invoice to each Mover including 24% Greek VAT on the commission — collection has already happened automatically via Stripe Connect at the initial customer charge
• VAT-registered Movers (with valid VAT ID on file) may reclaim the 24% commission VAT through their normal VAT returns as input VAT
• Movers below the Greek VAT registration threshold cannot reclaim VAT — this is disclosed at onboarding so the Mover can factor it into their pricing
• Movers are independently responsible for income tax, social contributions, and any VAT on their own services (24% for domestic moves, 0% for export of services)

5.4 Financial Statements and Earnings Reports

(a) Monthly Earnings Statement:

• You can view your earnings in Dashboard > Earnings > Monthly Statement
• Statement shows: bookings completed, Mover revenue paid out, Velova commission (informational — already retained via Stripe), commission VAT, refunds/chargebacks
• Statements are provided in CSV format for your records

(b) Year-End Tax Documentation:

• By 31 January of each year, Velova will issue an annual earnings summary covering the prior calendar year, for use in tax filings
• Used for tax filing and income declaration
• See Section 7.2 for DAC7 reporting details

(c) Dispute Reporting:

• Disputes and refunds are reflected in your earnings statement
• You can appeal disputed amounts (see Section 8.2)

6.1 Platform Integrity

(a) Obligation to Use the Platform: You agree that all moving services offered to Customers who found you through the Velova Platform must be booked and paid via the Platform. You may not:

• Encourage or accept direct bookings from Customers who contacted you via Velova
• Provide your contact details (phone, email, business address) to Customers during or after a Platform booking
• Communicate with Customers outside the Platform to negotiate rates or terms
• Invoice Customers directly or accept cash/bank transfers outside the Platform payment system

(b) Rationale: This requirement ensures:

• Customers are protected by Velova's Payment Protection and Dispute Resolution
• Velova can enforce service standards and quality metrics
• Liability chains remain clear
• Tax compliance and proper reporting is maintained

(c) Consequences of Circumvention:

Tiered enforcement:

• First documented incident: Warning via email; temporary suspension (7 days); evidence preserved
• Second documented incident: Extended suspension (30 days); forced reversal of any illegitimate direct bookings discovered
• Third incident or established pattern: Permanent account termination

Liquidated damages (independent of suspension/termination):

For each circumvented booking, the Mover agrees to pay Velova liquidated damages equal to the greater of (i) three (3) times the commission Velova would have earned on the bypassed booking or (ii) €500 minimum. The parties acknowledge this is a reasonable pre-estimate of Velova's loss (lost commission, customer-acquisition cost, dispute-resolution overhead, brand harm). This clause is intended to be enforceable under Greek Civil Code Articles 405–409.

Survival period:

This non-circumvention clause and the associated liquidated damages provision survive termination of this Agreement for 12 months from the last Customer contact via the Platform.

Recovery method:

Velova may recover liquidated damages by: (i) deduction from any pending Stripe escrow or payout to the Mover; (ii) invoice with 30-day payment terms; or (iii) civil claim before the courts of Athens (subject to Section 17.5).

6.2 Permitted Direct Business

You may accept direct bookings (without Platform mediation) from:

• Repeat Customers who book with you via the Platform and explicitly request direct booking in future (without Velova pressure)
• Customers referred to you by word-of-mouth, not through Velova
• B2B corporate clients acquiring your services independently

Note: Direct bookings are outside Velova's scope; Customers and Movers bear full risk (no dispute resolution, no payment protection).

7.1 Mover Responsibility

(a) You are entirely responsible for:

• Filing and paying income taxes on earnings from Platform bookings
• Registering for VAT if required by your jurisdiction
• Making social contributions or self-employment payments
• Keeping accounting records and invoices
• Responding to tax audits or inquiries

(b) Velova does not:

• Withhold taxes from your payments
• File tax returns on your behalf
• Provide tax advice
• Guarantee tax treatment of Platform earnings

(c) You acknowledge that Platform earnings are taxable income and must be declared to your tax authority.

7.2 DAC7 Reporting Obligation (EU 2021/514)

(a) What is DAC7?

• DAC7 (Council Directive (EU) 2021/514) requires digital platforms to report certain information about sellers to tax authorities
• In Greece, this means Velova must report to the AADE (Ανεξάρτητη Αρχή Δημοσίων Εσόδων / Independent Authority for Public Revenue) information about all Movers' earnings

(b) What Velova Will Report:

• Your name and business registration number
• Tax ID and address
• Total earnings from the Platform in the tax year
• Number of bookings completed
• Mover tier (Listed vs Verified)

(c) Reporting Schedule:

• Annual reporting: By 31 January of the following year
• Data reported covers the complete calendar year (January 1 – December 31)
• You will receive notification when your data has been reported

(d) Your Obligation:

• You must ensure your tax details (name, tax ID, address) are accurate in your Velova account
• You must respond promptly to any tax authority inquiries citing Velova
• You must report all Platform earnings on your tax return, regardless of whether you receive Velova's report

(e) Data Sharing:

• By joining Velova, you consent to the sharing of your earnings and business information with tax authorities as required by DAC7
• Your data may also be shared with your country's tax authority if you operate across multiple jurisdictions

7.3 Data Required for Tax Compliance

You must provide and maintain:

• Valid business registration documents
• Tax identification number (TIN) / VAT ID
• Bank account details (IBAN)
• Business address

Failure to provide accurate tax information may result in account suspension until information is corrected.

8.1 Disputes with Customers

For disputes arising from individual bookings (service quality, payment, damages), see the Terms of Service, Section 9.

Process Summary:

• Property damage and service failures must be recorded on the PoD at the time of delivery, while the Mover is present. The Customer's PoD signature is the acceptance point: once signed, the Platform accepts no post-PoD dispute, and there is no hidden-damages window.
• Item damage claims are handled off-platform through the Mover's cargo insurance (if any), not through the Platform.
• For issues recorded on the PoD, both parties may submit supporting evidence (photos, condition reports), and the Mover is obliged to repair proven property damage recorded on the PoD.
• Velova mediation reviews issues recorded on the PoD; any outcome affecting escrow is implemented via Stripe transfers (release, partial release, or refund). The remaining 70% escrow is released when the Customer confirms, or automatically 48 hours after Velova reviews the PoD with no dispute.

Appeal of Booking Dispute:

• Either party may appeal within 15 days to complaints@velova.io
• Escalated review by a senior team member (not the original decision-maker)
• Final decision issued within 10 working days

8.2 Internal Complaint Mechanism (P2B Article 11)

(a) Scope: This mechanism addresses Mover complaints about Velova's practices, including:

• Ranking algorithm fairness or errors
• Suspension or termination decisions
• Alleged violations of this Agreement
• Commission calculation disputes
• Payment processing failures
• Data processing or privacy concerns

(b) How to File a Complaint:

Step 1: Submit Formal Complaint

• Email: complaints@velova.io
• Subject: “COMPLAINT - [Brief Description]”
• Include: Your account name, specific issue, date(s), evidence, requested resolution
• Velova acknowledgment: Within 5 business days

Step 2: Internal Investigation

• Velova reviews complaint thoroughly
• Gathers evidence from Platform systems and Velova records
• Contacts you for additional information if needed
• Timeline: 15 business days

Step 3: Written Response

• Velova issues detailed written response explaining:
  • What Velova found after investigation
  • Whether the complaint is upheld or dismissed
  • Remedies (if any) to be implemented
  • Your next steps if unsatisfied

Step 4: Escalation (If Unsatisfied)

• If you believe Velova's response is unjust, you may escalate to external mediation (see Section 8.3)
• Must escalate within 30 days of Velova's response

(c) Timeline and Guarantee:

• Complaints must be raised within 3 months of the incident
• Velova commits to a final response within 30 days of complaint submission
• No retaliation: Your account will not be suspended or terminated while a complaint is under review (unless for safety/legal reasons)

8.3 External Mediation (P2B Article 12)

(a) Right to External Mediation: In compliance with Article 12 of Regulation (EU) 2019/1150, Movers may request mediation through one of the following accredited services:

Mediator 1: Hellenic Mediators' Association (Σύλλογος Διαμεσολαβητών Ελλάδος)

• Website: hellenic-mediators.gr
• Languages: Greek (primary), English

Mediator 2: Centre for European Constitutional Law — Themistocles and Dimitris Tsatsos Foundation, ADR Service

• Website: www.cecl.gr
• Languages: Greek and English

Costs: Velova covers half of mediation fees up to a reasonable cap; Mover covers the other half. Where Velova's actions are found to be in breach of P2B obligations, Velova will reimburse the Mover's portion.

(b) Mediation Process:

• Non-binding negotiation facilitated by an accredited mediator
• Either party may withdraw at any time
• Typical timeline: 30 days from initiation
• Outcome: written agreement if both parties consent; otherwise preserved for legal action

(c) Escalation to Legal Action:

• Mediation is encouraged but is not a mandatory pre-condition for legal proceedings
• See Section 17.5 (Governing Law and Jurisdiction)

9.1 Suspension (Temporary)

Velova may suspend your account temporarily (7–30 days) if:

(a) Service Quality Issues:

• Multiple Customer complaints about unprofessional conduct
• Repeated cancellations without legitimate cause
• Consistent poor ratings (below 3.5 stars averaged over 10 or more reviews)

(b) Policy Violations:

• Attempting to circumvent Platform payments or dispute process
• Providing false information (discovered during periodic audit)
• Engaging in discriminatory or abusive behavior toward Customers
• Unauthorized sub-contracting

(c) False or Forged Documentation:

• Credentials, registration, or documents provided were invalid or forged

(d) Payment Issues:

• Repeated chargebacks or payment fraud (2+ in 12 months)
• Unpaid commission arrears

Suspension Notice:

• Velova will notify you of suspension reason and duration
• You may appeal within 7 days (see Section 8.2, Internal Complaints)
• During suspension: No new bookings accepted; existing jobs may continue (at Velova's discretion)

9.2 Termination (Permanent)

Velova may terminate your account permanently if:

(a) Breach of Material Terms:

• Fraudulent documentation or identity misrepresentation
• Repeated violations after suspension (3+ incidents)
• Criminal conduct or legal proceedings related to the business
• Non-compliance with applicable laws (safety, labor, tax)

(b) Safety or Harm:

• Physical or sexual abuse of a Customer
• Theft, damage, or destruction of Customer property
• Endangering Customer safety
• Operating under suspended or revoked licenses

(c) Financial Misconduct:

• Deliberate payment fraud or false invoicing
• Money laundering or sanctions violations
• Persistent non-payment of taxes or social contributions

(d) Repeated Non-Performance:

• Mover-initiated termination rate above 15% of accepted bookings over a rolling 12-month window without legitimate cause
• Chronic poor service quality (rating below 2.5 stars averaged over 20 or more reviews)

(e) Circumvention:

• Persistent attempts to solicit direct bookings from Customers (see Section 6)
• Operating multiple accounts to evade restrictions

Termination Notice:

• Velova will provide written notice specifying cause
• You have 14 days to respond and appeal
• If appeal is denied, account is closed; data retention follows Privacy Policy

9.3 Effect of Suspension or Termination

(a) Immediate Effects:

• No new booking requests sent
• Existing bookings may continue (at Velova discretion)
• Access to Dashboard limited

(b) Financial Consequences:

• All escrow funds (70%) are frozen pending dispute resolution
• Commission continues to accrue on completed jobs
• If account is terminated for breach, unpaid commissions may be forfeited

(c) Reinstatement:

• Suspended accounts may be automatically reinstated after suspension period if conditions are met
• Terminated accounts may apply for reinstatement after 12 months from termination date
• Reinstatement is at Velova's sole discretion and is not guaranteed
• Reinstatement request: Send to legal@velova.io with explanation of corrective actions and supporting evidence

(d) Right to Appeal:

• See Section 8.2 (Internal Complaint Mechanism) for appeal process

10.1 Insurance (Mover's Own Responsibility)

Velova does not require, collect, verify, mandate, or display insurance, and does not set minimum coverage levels. As an independent contractor, you are solely responsible for arranging and maintaining any insurance appropriate to your business and required under the laws of your jurisdiction.

(a) Insurance categories you may wish to hold:

• Cargo / transit insurance (covering damage to Customer goods in transit)
• Public liability insurance (covering injury or damage to third parties)
• Professional indemnity / errors-and-omissions insurance
• Employers' liability insurance (if you employ staff)

(b) Your responsibility:

• Any insurance is a matter between you, your insurer, and the Customer; Velova is not a party to it and makes no representation or warranty about your insurance status or coverage
• You are responsible for keeping appropriate cover in force for your operations; failure to do so does not transfer any liability to Velova
• Velova may, in future, introduce a Verified tier with minimum coverage thresholds; any such change will be notified in advance under Section 16 (Amendments)

10.2 Velova's Liability Limitation

(a) Velova is a Platform Provider, Not a Service Provider:

• Velova does not provide moving services; Movers do
• Movers are independent contractors, not employees of Velova
• Movers are solely responsible for service quality, safety, and customer care

(b) Liability Limitations:

• Velova is not liable for damage to Customer goods caused by Movers
• Velova is not liable for injury or harm caused by Movers
• Velova is not liable for Movers' tax non-compliance or regulatory violations
• Velova is not liable for loss of business, profits, or anticipated revenue

(c) Velova's Maximum Liability:

• Total aggregate liability shall not exceed the total commission earned by the Mover in the 12 months preceding the claim, or €500, whichever is greater
• Limitations do not apply to fraud, willful misconduct, or gross negligence

(d) Insurance as First Recourse:

• Customers and third parties should pursue Movers' insurance for damage or injury claims
• Velova's role is limited to dispute resolution for booking-specific disputes

11.1 Velova IP

(a) All Velova Platform content (code, design, logos, text, videos) is the exclusive intellectual property of Velova or licensed to Velova by third parties.

(b) You may not:

• Reproduce Velova logos or branding without permission
• Copy Platform code or design
• Create derivative works or competing platforms based on Velova's design
• Use Velova's trademarks in your business name or marketing without written permission

11.2 Your IP and Content

(a) You retain ownership of your business information, quotes, photos, and content you upload to your Mover profile.

(b) By uploading content to Velova, you grant Velova a non-exclusive license to:

• Display your profile and reviews to potential Customers
• Use your aggregated data for analytics and service improvement
• Use testimonials or case studies (with your consent) for marketing

(c) You may not upload content that infringes third-party IP (e.g., copyrighted photos without permission).

12.1 Processing of Your Data

(a) Velova processes your personal and business data as a data controller (see Privacy Policy, Section 1.3).

(b) Data processed includes:

• Name, contact details, tax ID, bank account
• Booking history and performance metrics
• Communications and dispute records
• Device and technical data (IP address, cookies)

(c) Legal basis: Contract (service delivery), legal obligation (tax/AML), and legitimate interest (fraud prevention, analytics).

12.2 Your Rights

You have rights under GDPR:

• Right of Access: Request a copy of your data
• Right of Rectification: Correct inaccurate data
• Right of Erasure: Request deletion (subject to legal holds)
• Right to Data Portability: Receive data in portable format
• Right to Object: Withdraw consent for non-essential processing

How to Exercise: Contact privacy@velova.io (30-day response time).

12.3 Data Processors

Your data is shared with the following processors, each under a GDPR Art. 28 Data Processing Agreement:

• Stripe Inc. (and Stripe Payments Europe Ltd., Ireland): Payment processing, escrow, payouts
• Supabase Inc. (EU/Frankfurt region): Database and authentication
• Cloudinary Ltd. (EU/Frankfurt region): Storage of any photos you upload to your profile
• Resend Inc.: Transactional email
• Vercel Inc.: Hosting and CDN

SMS providers (e.g., Twilio) are NOT currently active in production but may be added later for operational notifications. You will be notified before any new processor is engaged.

See Privacy Policy, Section 4 for full details on each processor.

12.4 Sensitive Data Handling

• Government ID documents (scans) are stored securely with restricted access
• Tax and accounting records are retained for 10 years under Greek L. 4308/2014 (Greek Accounting Standards / KFAS)
• All sensitive data is encrypted at rest and in transit

13.1 Customer Data You Access

At the quoting stage (Verified Movers): the job detail shows all declared pickup and delivery addresses of the job, including any second delivery address declared by the Customer (split delivery), so you can assess vehicle access, parking, and carry distance at each address before submitting a quote. Every first view is recorded in Velova's immutable audit log. This information is confidential and may be used solely to prepare your quote. Until a booking is confirmed with you, you may not contact the Customer, visit any of the addresses, or use the addresses for any purpose outside the Platform — doing so constitutes circumvention under Section 6 and data misuse under this Section. If you do not win the booking, you must not retain any of the addresses in any form.

During service delivery (after booking), you may access further Customer personal data:

• Name, phone, email address
• Current and destination addresses (including any second delivery address)
• Notes on access conditions, special items, and special requirements

You will not receive raw home-interior photos or videos. Where AirSurvey was used, only the Velova-prepared structured brief is shared with you. For vehicle-transport moves, the Customer's vehicle photos are provided to you (with the Customer's consent) so you can plan the loading and transport; you remain bound by the data-handling and retention obligations in this Agreement.

Independent Controller status: Once a booking is confirmed, you become an independent data controller for the Customer's personal data necessary to perform the move. Velova and the Mover are NOT joint controllers under GDPR Article 26; each is responsible for its own processing. You must comply with GDPR as an independent controller for any data you collect, store, or process beyond the scope of the booking.

(a) Data Protection Obligations: You agree to:

• Use Customer data only for the purpose of service delivery
• Not collect, store, or process Customer data beyond what is necessary
• Delete Customer data within 30 days of job completion
• Not share Customer data with third parties without explicit consent
• Not use Customer data for marketing or secondary purposes
• Comply with GDPR if you are a separate data controller

(b) Prohibited Use: You may not:

• Retain Customer home photos for any purpose after service
• Use Customer addresses to solicit future business or contact for non-service reasons
• Share Customer email/phone with other Movers or services
• Store Customer data in unencrypted or unsecured systems

(c) Consequence of Misuse:

• Misuse of Customer data may result in account suspension/termination
• Customer may file complaint with Data Protection Authority
• You may be liable for GDPR fines if you're a separate data controller

14.1 Applicable Laws

This Agreement and your use of the Platform are governed by:

• Greek Law 2251/1994 (consumer protection and commercial law)
• GDPR (EU 2016/679) (data protection)
• P2B Regulation (EU 2019/1150) (business-to-business fairness)
• DAC7 (EU 2021/514) (tax reporting)
• E-Commerce Directive (2000/31/EC)

14.2 Compliance with Laws

(a) You represent that your moving business:

• Is properly licensed and registered in your jurisdiction
• Complies with safety and labor laws
• Maintains required insurance and certifications
• Files taxes and makes required payments
• Does not engage in illegal activity

(b) Velova may suspend or terminate your account if you violate applicable laws or regulations.

15.1 Confidential Information

(a) You may receive confidential information about Velova (business model, pricing, technology, partnership details).

(b) You agree to:

• Keep confidential information strictly confidential
• Not disclose to competitors or third parties
• Not use confidential information for competing business
• Return or destroy confidential information upon request

(c) Exceptions: You may disclose if required by law, court order, or regulatory authority (with notice to Velova).

15.2 Non-Disparagement

(a) You agree not to:

• Make false or misleading statements about Velova
• Publicly criticize Velova's business model or practices in bad faith
• Interfere with Velova's business relationships or reputation

(b) This does not prohibit honest reviews, feedback, or fair criticism.

16.1 Account Closure

(a) You may close your Mover account at any time by:

• Sending a written request to legal@velova.io, or
• Using Dashboard > Settings > Close Account

(b) Closure takes effect immediately. No new bookings are accepted.

(c) Outstanding bookings continue until completion or cancellation.

16.2 Final Payment and Settlement

(a) Upon account closure:

• Any completed but unpaid jobs (70% in escrow) are released within 10 business days
• Commission has already been retained at source (added on top of the Mover's price) — nothing further is deducted from the Mover
• All refunds or chargebacks are processed
• Final payment summary is issued

(b) Outstanding disputes are resolved according to Section 8.

17.1 Entire Agreement

This Agreement, together with the Terms of Service and Privacy Policy, constitutes the entire agreement between you and Velova regarding your use of the Platform.

17.2 Severability

If any provision is found invalid or unenforceable, that provision is severed and remaining provisions remain in full effect.

17.3 Amendments

Velova may modify this Agreement with at least 30 days' written notice (which exceeds the 15-day minimum required by Article 3(2) of Regulation (EU) 2019/1150). Material changes (commission, fundamental terms, ranking algorithm) require this notice; non-material clarifications (typographical fixes, formatting) may be updated immediately. Where a change requires the Mover to make technical adaptations to comply, the notice period is extended to allow reasonable time for such adaptation.

17.4 Waiver

Velova's failure to enforce any provision does not constitute waiver of that provision or any other right.

17.5 Governing Law and Jurisdiction

(a) This Agreement is governed by Greek law — primarily the Greek Civil Code, Greek Law 4072/2012 (commercial law), Regulation (EU) 2019/1150 (P2B), Regulation (EU) 2022/2065 (DSA), GDPR (EU 2016/679), and the E-Commerce Directive (2000/31/EC). Greek consumer protection law (L. 2251/1994) does not apply to this B2B Mover relationship.

(b) Any legal action arising from this Agreement must be filed in the competent courts of Athens, Greece.

(c) Alternative dispute resolution (mediation under Section 8.3) is encouraged but is not a mandatory pre-condition for legal proceedings.

17.6 Contact Information

VELOVA SINGLE MEMBER P.C. (GEMI 194620801000 · AFM 803325569)
Zervou I 17A, 14121 Irakleio Attikis, Greece

Supervisory authorities:

• Hellenic Data Protection Authority (HDPA): www.dpa.gr — Kifisias Avenue 1-3, 11523 Athens, +30 210 6475600

This section confirms Velova's compliance with key P2B and DSA provisions: