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): obligations of online platforms, including notice and action and statements of reasons (Articles 16–17). As a micro enterprise, Velova is exempt from most of Articles 20–32, including trader traceability (Articles 19 and 29); trader information is shown to Customers under consumer law (Section 2.3).
• 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 an active connected Stripe account: it is needed to submit offers, to be booked and to be paid (Section 5.2(e)). The IBAN you enter in your profile before approval is collected for identification and tax reporting (Section 7.2), not for payments.
• 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

Velova operates a single category of Movers. A Mover is either approved to work on the Platform or not; there are no tiers, no levels, no paid placement, and no status that gives one approved Mover more information, more invitations, or better placement than another. Every approved Mover carries the “Verified” badge shown to Customers — it marks that you passed Velova's checks, and because every approved Mover carries it, it never differentiates one Mover from another and is never a ranking factor.

A “Founder Mover” badge is awarded to the first 20 approved Movers as recognition only, and likewise affects neither invitations nor ranking.

Pre-launch (Founder Mover):

• Standard onboarding with manual screening
• Submit the application form: your company details, including your registration number, where you are entered in a trade register (for a Greek company, the GEMI number), your tax number (AFM) and the other tax details that DAC7 requires; your contact details; the routes and areas you cover; and whether you offer packing
• Before approval, complete your profile, including your IBAN (Section 2.1(c))
• Velova may contact you by phone during the review
• Velova usually replies within 1–2 business days with the next steps; approval follows once your details are complete and Velova's checks are done
• “Founder Mover” badge for first 20 movers (recognition only; no effect on invitations or ranking)
• No rating threshold at launch (insufficient data)

2.3 Account Registration and Information

(a) You must provide accurate, complete and current information during onboarding — in the application form and in your profile before approval: your legal name and trading name; your registered address; your registration number, where you are entered in a trade register (for a Greek company, the GEMI number), your tax number (AFM), your VAT number where applicable, and the other tax details that DAC7 requires; your business email and telephone and the name of a contact person; your IBAN; and the routes and areas you cover, and whether you offer packing.

(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).

Trader information. Before a Customer pays for a booking with you, the booking screen shows your legal name, registered address, registration number, where you are entered in a trade register (for a Greek company, the GEMI number), tax number (AFM), business email and telephone, and the booking confirmation repeats them; consumer law requires this information before the Customer is bound (Directive 2011/83/EU, Articles 6(1) and 6a). Keep these details complete and current: a booking cannot be made with a Mover whose trader information is incomplete. Using them to deal with the Customer outside the Platform remains prohibited (Section 6).

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:

• Once the invitation mechanism takes effect under Section 4.1(f), jobs reach you as invitations to quote, as described in Section 4.1. You may decline any invitation: declining is free, requires no justification, and carries no penalty
• The response window for each invitation is the one set out in Section 4.1(d); no separate deadline applies under this Section
• An invitation you neither answer nor act on expires when its window closes. Non-response is not a breach of this Agreement and does not lead to account review, suspension, or termination. Its only consequence is on the Response speed criterion in Section 4.2(c)
• Declining an invitation affects none of the criteria in Section 4.2 (see Section 4.2(g)). Velova does not maintain decline-rate thresholds and does not review accounts on the basis of declines

(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 transferred to your connected Stripe account at booking is reversed. The 70% is refunded to the Customer.
• 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 How Jobs Reach You

(a) No Mover directory; jobs reach you by invitation. Velova does not operate a Mover directory: Customers do not search for, browse, or rank Movers, and no Customer-facing listing of Movers exists. This applies at all times. From the date stated in paragraph (f), jobs reach you by invitation rather than by open competition: Velova selects a limited number of eligible Movers and invites them to quote. The commencement provision in paragraph (f) below states which parts of this Section and of Sections 4.2 and 4.4 are deferred, and which bind from signature.

(b) Invitation cap (contractual guarantee). For any single job:

Every invited Mover may submit an offer, and no submitted offer is ever hidden from the Customer. On standard jobs, Velova sends a new invitation only while fewer than 4 Movers have an open invitation or a submitted offer on the job, so invitations do not exceed offer places — the only exception being invitations sent while the job was urgent (see "Change of job type"). On urgent jobs, invitations exceed offer places because response rates in a six-hour window are low; the invitation notice for an urgent job states this expressly, and offer places are filled in the order offers are submitted.

Change of job type. If the move date changes so that a job becomes urgent, or stops being urgent: (i) each invitation already sent keeps the response window stated in its notice; (ii) the number of invitations open at the same time follows the job's current type, and invitations already sent are not withdrawn; (iii) the job still receives at most 4 offers, filled in the order offers are submitted. When a standard job becomes urgent, the offer places may therefore be filled before your window closes.

(c) Eligibility. You are invited only to jobs that match the coverage you have declared in your profile: service zones and international corridors, job size categories, and the services you offer. A job that does not match your declarations is never sent to you and does not count against you.

(d) Response window. Each invitation carries a response window of 12 hours on standard jobs and 6 hours on urgent jobs. If you have begun an offer before the window closes, your deadline to submit it is the later of the window's close and 3 hours after you began the offer. An invitation that is neither answered nor acted upon expires when its window closes, and the job may then be offered to other eligible Movers, up to a maximum of three distribution rounds. An expired invitation cannot be revived.

(e) Your price is yours. Velova does not set, cap, recommend, or negotiate your price, and price does not affect the order or likelihood of invitation.

(f) Commencement of the invitation mechanism — in force. The job distribution engine was activated on the Platform on 21 September 2026.

Paragraphs (b) to (e) of this Section, Sections 4.2(b) to (e) and 4.2(h), and Section 4.4 in its entirety apply to you from the date on which you accept this version of the Agreement, and from that date the caps in paragraph (b) are contractually binding on Velova in your favour. Sections 4.2(a), 4.2(f) and 4.2(g) have bound Velova from the date of this Agreement and were never deferred.

The open job list is retired. Under the arrangement that preceded this version, jobs were visible in the Platform's job list to every approved Mover whose declared coverage matched the job, any of them could submit an offer, and Velova gave no guarantee as to the number of competing offers. That arrangement no longer operates: jobs reach you only by invitation, and the caps in paragraph (b) apply. Section 4.3 governs any later change to them.

4.2 Ranking Criteria (Transparency Requirement)

(a) What ranking determines. Ranking determines only who is invited to quote on a job. It plays no part in how offers are then shown to the Customer. Every offer received is shown to the Customer in full. The Customer controls the order in which offers are displayed; where the Customer has expressed no preference, offers are shown lowest price first. Your ranking score, your history on the Platform and any commercial arrangement between you and Velova have no effect on that order, and Velova does not select, endorse or recommend any Mover's offer to the Customer.

(b) Stage 1 — at launch: rotation. Subject to Section 4.1(f), until Velova holds meaningful service history, invitations are allocated by rotation among eligible Movers, prioritising the Mover who has waited longest since their last invitation. No performance criterion is applied, because none can yet be measured.

(c) Stage 2 — once service history exists: four criteria of equal weight. Subject to Section 4.1(f), when Velova holds sufficient history (targeted at approximately 50 completed jobs on the Platform), invitations are allocated by a score built from four criteria, each carrying an equal weight of 25%:

Each criterion is scored 0–1 and the weighted scores are summed. Ties are broken in favour of the Mover who has waited longest since their last invitation.

(d) Stage 2 is a planned structure, disclosed now. The transition from Stage 1 to Stage 2 is not a change to the criteria in this Agreement; both stages are stated here. Velova will nonetheless notify you by email at least 30 days before Stage 2 is activated for your account. Any change to the criteria themselves, or to their weights, follows Section 4.3.

(e) One reserved place — Discovery. From Stage 2 onward, one of the invitation places on each job is reserved for an eligible Mover whom the scoring cannot yet fairly assess, defined as a Mover who has received fewer than 10 invitations. Where more than one qualifies, the place goes to the Mover who has waited longest. Where none qualifies, the place returns to the score. An invitation received through this place is marked as such in your dashboard.

(f) Non-discriminatory application. The criteria are applied identically to every approved Mover regardless of size, nationality, legal form, or length of relationship with Velova. No Mover receives preferential treatment on the basis of personal relationships or prior negotiations.

(g) Factors that do NOT affect invitation or ranking:

• The price of your quotes
• Any payment to Velova other than commission on completed bookings
• Marketing spend, advertising, subscriptions, or referrals (none are offered)
• Declining a job. Declining is free and carries no penalty: a prompt decline counts as a prompt response under Section 4.2(c). Silence is not declining — an unanswered invitation expires and is recorded as a slow response, which does lower your Response speed score. Declining costs you nothing; not answering does
• The “Verified” badge and the “Founder Mover” badge. Every approved Mover carries the “Verified” badge, so it cannot differentiate one Mover from another; neither badge affects invitations or ranking

(h) What you can see. Subject to Section 4.1(f), your dashboard shows every invitation you have received, your offers, your declines, and the reason each invitation was sent to you. From Stage 2 onward it also shows your standing on each of the four criteria.

(i) Automated decisions and human review. Who is invited to a job is decided automatically by the distribution engine, using only the criteria in this Section. You may ask for any distribution decision that concerns you to be reviewed by a member of Velova's staff, give your point of view and contest it, through the Internal Complaint Mechanism (Section 8.2). Where you are a natural person, these are also your rights under Article 22(3) of the GDPR.

4.3 Algorithmic Changes and Notice (P2B Article 4)

(a) Notification of material changes. If Velova changes the distribution mechanism, the ranking criteria, or their weights in a way that materially affects your access to jobs, Velova will give you at least 30 days' notice by email to your registered address, with a summary of the change and its rationale. A reduction in the invitation cap in Section 4.1(b), or an increase in the maximum number of offers a job may receive, is always a material change.

The same notice applies to any change to the numbers fixed in Section 4.1(d) — the 12-hour standard response window, the 6-hour urgent response window, the 3-hour minimum from the start of an offer begun before the window closes, and the three-round limit on distribution. Those numbers became contractually binding on the date stated in Section 4.1(f), and they carry the same protection as the caps in Section 4.1(b): Velova may not shorten your time to respond without telling you first. This 30-day period exceeds the 15 days required by Article 3 of Regulation (EU) 2019/1150.

(b) Implementation. Material changes take effect no earlier than the date stated in the notice. Corrections of defects, and adjustments that do not materially affect your access to jobs, may take effect immediately and are recorded in your dashboard.

(c) Objection. If you believe a change unfairly disadvantages you, you may object under Section 8.2 (Internal Complaint Mechanism).

4.4 Manual Addition by Velova

(a) Velova's administrators and staff may add a Mover to a job manually, outside the invitation mechanism described in Sections 4.1 and 4.2 — for example where a job has received no offers, where a route is not yet covered by the network, or where a Customer requirement calls for it.

(b) This is always disclosed to you. An invitation created this way is marked “Added by Velova” in your dashboard, so you can always tell how an invitation reached you.

(c) The caps in Section 4.1(b) still apply. A manual addition does not raise the maximum number of Movers invited or offers received on a job.

(d) Every manual addition is recorded in an internal audit log with its reason, and the proportion of jobs involving a manual addition is monitored by Velova.

4.5 No Pay-to-Play Practices

(a) Velova strictly prohibits:

• Charging Movers for invitations, better ranking, or greater visibility
• Premium or subscription tiers that receive more or better invitations
• Prioritising Movers on the basis of marketing or advertising spend
• Requiring Movers to refer Customers in exchange for invitations

(b) Velova's commitment. Your access to jobs is determined solely by the eligibility and allocation rules set out in this Agreement. No payment to Velova, other than commission on completed bookings, affects it. Visibility, invitations, and placement cannot be purchased.

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. 50)
  • 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 and are not passed to you, with one exception: for an extra charge that carries no Velova commission (a third-party cost passed on to the Customer), 3% of the amount is retained to cover Stripe's processing fee.

5.2 Payment Mechanics and Escrow

(a) Where the money is. The Customer pays through Stripe Checkout. The payment is charged to the Velova payment account at Stripe, under the Stripe Connect "separate charges and transfers" model. The 30% of your price is transferred to your connected Stripe account at booking; the 70% stays in the Velova payment account at Stripe until it is released under paragraph (d); the commission and its VAT stay with Velova.

(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 to the Mover's connected Stripe account upon booking confirmation (deposit; secures the slot)
3. 70% of the Mover's price is held in the Velova payment account at Stripe 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):

• 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 confirms the condition of the property and the service as recorded on it. Until the 70% is released, the Customer can still report a problem through the Platform (Section 8.1); once the Customer confirms delivery, or once the 70% has been released, no new problem can be reported through 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.
• Claims for damage to or loss of the Customer's goods are between you and the Customer (and any insurer); Velova does not decide or pay them. The Customer may report such damage through the Platform before the 70% is released, and you may offer compensation (Section 8.1).
• A shortage, or a part of the service not carried out, is recorded on the POD before signature, like property damage.
• 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.
• Stripe usually pays released funds out to your bank account within 2–5 business days, on your Stripe account's payout schedule.
• 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 70% of their quoted price, less any compensation the Mover has offered and the Customer has accepted through the complaint process (Section 8.1).

(e) How you are paid. Velova pays you only through your connected Stripe account: the 30% deposit, the 70%, cancellation fees and any other amount owed to you. Stripe then pays your Stripe balance out to the bank account you registered with Stripe, on your Stripe account's payout schedule. Velova does not pay Movers by bank transfer, in cash or by any other means. If your connected Stripe account is not active (for example because onboarding is incomplete or Stripe has paused payouts), amounts owed to you are not lost: they remain owed and are paid once the account is active again. Your bookings and the amounts for each are shown on the Earnings page (Section 5.4). An amount paid to you out of a Customer's payment becomes available for payout in your Stripe balance when Stripe makes that payment available; until then Stripe shows it as pending, and the Earnings page shows the date Stripe expects.

(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

(g) Payment steps that are pending or fail. A transfer or refund can occasionally stay pending, fail, or end with an unknown result (for example when Stripe cannot be reached). Velova then completes or corrects the step, after checking Stripe's records. An amount owed to you is not lost because a step was delayed or failed: it remains owed and is paid under this Section.

(h) Extra charges. An extra charge that the Customer approves under the Terms of Service is paid by card through the Platform, from the booking until the 70% is released; your price for it goes directly to your connected Stripe account and is not part of the 30/70 split. Where Velova's review finds that an extra charge you request is due to an error in Velova's own volume assessment — not to items or conditions the Customer did not declare — Velova takes it over: the Customer is not charged, and Velova transfers your price for it to your connected Stripe account. If the booking is cancelled, whoever cancels, or the move is treated as not performed (Section 5.3(a)), every extra charge the Customer paid is refunded to the Customer in full and its amount is reversed from your connected Stripe account, and any transfer Velova made for an extra charge it took over is reversed. If a reversal cannot be completed, the amount is set off against later amounts owed to you or invoiced to you with 30 days to pay, as in Section 5.3(b).

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 in the
               Velova payment account at Stripe.
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)
   If you agree a compensation with the Customer, it
   is deducted from the 700.

5.3 Refunds and Payment Reversals

Refunds are calculated on the total amount paid by the Customer for the booking (mover's price + Velova commission + commission VAT); extra charges are not included. When a booking is cancelled by the Customer, Velova refunds its commission and commission VAT in full; the Customer bears only a fixed €25 processing charge. Whether YOU retain anything depends on your declared cancellation fee — the percentage (0–30% of the Customer's total for the booking) 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 — 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's total for the booking, 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 processing charge — a lower fee makes your quote more attractive
• The move date. A date in the Customer's request — the date by which the move must be done — is not the move date. You enter the move date on the Platform after booking, once you have agreed it with the Customer, and the Customer confirms it on the Platform; Velova may also record a date the Customer has agreed, noting how the Customer agreed it. If your offer said that you can do the date the Customer asked for, the date you enter may not be later than that date. The move date counts for this Section only once it is confirmed: until then, a Customer cancellation before the move begins is settled under the first case (more than 7 calendar days) and no cancellation fee is due. A later change of date counts once the Customer confirms it. For a move with separate collection and delivery dates, the move date is the collection date. Enter the date as soon as it is agreed; Velova sends you a reminder if a booking has no confirmed date 2 days after it was made. From the move date (Greek time), the Customer can no longer cancel through the Platform; anything that arises from then on goes to Velova, which mediates. Do not carry out a move whose date the Customer has not confirmed: until it is confirmed, the Customer may cancel through the Platform until you upload the Proof of Delivery, and the cancellation is settled under the first case.
• Mover cancels (any cause): Customer receives 100% refund; Mover loses 30% deposit (reversed); Velova refunds 100% of commission and commission VAT. If the deposit was never transferred because your Stripe account was not active, it is not owed to you. To cancel a booking, contact Velova at support@velova.io; Velova cancels it and it is settled as above.
• Velova cancels a booking: where you cannot carry out the booking, it is settled as your cancellation (above); for force majeure, or where the payment proves to be fraudulent, the Customer is refunded in full and your 30% deposit is reversed; for a serious reason attributable to the Customer — goods or a move whose transport is illegal, conduct that endangers the crew or Velova's team, or declarations so inaccurate that the move cannot be carried out safely or lawfully, even with an extra charge — it is settled as a Customer cancellation on that day (above).
• The Customer withdraws from Velova's service (Terms of Service): until the day before the move date (or, where no move date has been confirmed, until you upload the Proof of Delivery), it is settled as a Customer cancellation on that day (above); your declared cancellation fee belongs to your contract with the Customer and applies as above.
• Problems with the service after delivery: a partial reduction happens only through the complaint process (Section 8.1): compensation that you offer and the Customer accepts is refunded to the Customer from the 70%, and the rest of the 70% is released to you. Compensation does not change Velova's commission. Where Velova decides, after review, that the move was not performed, the Customer is refunded in full, your 30% deposit is reversed and the 70% is not released. Velova does not impose a partial refund of its own.
• Mover account suspended/terminated for breach: see Section 9.3(b)

(b) Chargebacks. If a Customer disputes a payment with their bank: (i) no payments are made on that booking while the dispute is open; (ii) Velova asks you for evidence that the move was carried out (Proof of Delivery, photos, messages) and responds to the bank; (iii) if the bank decides for the booking, outstanding payments are completed; (iv) if the bank decides for the Customer, you owe Velova the amount the bank returned to the Customer, up to what you received or were due for that booking — not the commission, not the bank's dispute fee, and nothing where the chargeback was caused by Velova's own error. Velova tells you in writing, with the calculation, and may set the amount off against amounts it owes you, including the 70% of that booking if it is still held; any remainder is invoiced to you with 30 days to pay. Repeated chargebacks or payment fraud may lead to suspension (Section 9.1).

(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) Earnings page:

• In Dashboard > Earnings you can see each booking with your net amount and its status; the CSV export also includes the gross amount and the platform fee.

(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:

• 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
• Ask Customers to pay you outside the Platform — in cash, by bank transfer or against an invoice of your own — for services booked through the Platform. Issuing the tax invoice for a booking paid through the Platform, as Section 5.2(f) requires, is not a breach.

(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) set-off against amounts Velova owes you, after telling you in writing with the calculation (as in Section 5.3(b)); (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:

• Whether you are a company or an individual, your legal name (or, if you are an individual, your first name, last name and date of birth), your registered address, your tax identification number and the country that issued it, your business registration number where you have one, and your VAT number where you have one
• For each quarter of the year: the total amount paid or credited to you, the fees and commissions we withheld or charged in respect of it, and the number of moves that amount related to
• The IBAN you gave us, where the reporting rules require a financial account identifier

(c) Reporting Schedule:

• The report is filed annually, by 31 January of the following year, and covers the complete calendar year (1 January – 31 December)
• The amounts inside it are broken down quarter by quarter, not given as a single annual total — Annex V, Section III, §B(2)(e) and (f) of the Directive require the Consideration, the fees and the activity count for each quarter separately
• A quarter is determined by when the money was paid or credited to you, in Greek time. A payment credited just after midnight on 1 January belongs to the new year, not the one that just ended
• 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 all of the following. They are the set the Directive requires us to collect before you can be approved, and the Platform will not approve an account that is missing any of them:

• Whether you are a company or an individual / sole trader
• If a company: your legal name (as registered, which may differ from your trading name) and your business registration number (GEMI) if you are established in Greece
• If an individual or sole trader: your first name, last name and date of birth
• Your registered address — street, number, city, postal code and country
• Your tax identification number (AFM) and the country that issued it
• Your VAT number, where you have one
• Any other EU Member State in which you have a permanent establishment, where that applies
• Bank account details (IBAN)
• Valid business registration documents

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 5 (Anti-Dispute Engine, Extras and Delivery).

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 signature on the POD confirms what is recorded on it. Until the 70% is released, the Customer can report a problem as described above; there is no other period for hidden damage. Velova does not decide or pay claims for damage to the Customer's goods; these are between you and the Customer (and any insurer).
• For a problem the Customer reports — including damage or a shortage recorded on the POD — both parties may submit supporting evidence (photos, condition reports), and the Mover is obliged to repair proven property damage.
• Velova's mediation reviews the problems the Customer reports before the 70% is released; any outcome affecting the money is implemented through Stripe (release or refund). The remaining 70% is released when the Customer confirms, or automatically 48 hours after Velova reviews the POD, if no problem has been reported.
• Absent agreement, the Velova review team decides within 5 business days between two outcomes: (i) the complaint is not upheld, and the 70% is released to you; or (ii) the move is treated as not performed: the Customer is refunded in full, your 30% deposit is reversed and the 70% is not released. A partial reduction happens only through compensation you offer and the Customer accepts.

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
• The number of invitations you have received, or the way jobs have been distributed to you under Section 4
• 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)

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 you receive no new invitations and cannot submit offers. Bookings already confirmed continue under this Agreement. Where the reason for the suspension concerns a specific booking or the Customer's safety, Velova may place that booking under review, which holds its 70% until the review ends (Section 8.1), or cancel it; a booking cancelled for this reason is treated as a Mover cancellation (Section 5.3(a)).

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
• During suspension you receive no new invitations and cannot submit offers. Bookings already confirmed continue under this Agreement. Where the reason for the suspension concerns a specific booking or the Customer's safety, Velova may place that booking under review, which holds its 70% until the review ends (Section 8.1), or cancel it; a booking cancelled for this reason is treated as a Mover cancellation (Section 5.3(a)). On termination, Velova either lets bookings already confirmed be completed under this Agreement or cancels them; a booking cancelled because of the termination is treated as a Mover cancellation (Section 5.3(a)).
• Access to Dashboard limited

(b) Financial Consequences:

• Suspension or termination does not affect amounts already earned: they are paid under Section 5.2, subject only to a review under Section 9.1 and to Section 5.3(b).

(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

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 (Data Controller)).

(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: performance of this Agreement (Article 6(1)(b) GDPR); Velova's legal obligations, including tax and accounting records and DAC7 reporting (Article 6(1)(c)); and Velova's legitimate interests in keeping the Platform secure and working, preventing fraud and circumvention, and establishing or defending legal claims (Article 6(1)(f)).

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: object to processing based on legitimate interest; where processing is based on consent, you may withdraw it at any time.
• Automated decisions: see Section 4.2(i).
• Complaint to the supervisory authority: you may complain to the Hellenic Data Protection Authority (www.dpa.gr).

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

12.3 Data Processors

The processors that receive your data, and the safeguards for any transfer outside the EEA, are listed in the Privacy Policy, Section 5 (Data Sharing) and Section 11 (International Transfers).

12.4 Sensitive Data Handling

• Velova does not collect identity documents; identity checks for payouts are carried out by Stripe, on its own platform.
• Tax, accounting and DAC7 records are kept for the period that Greek tax and accounting law requires (Privacy Policy, Section 8).
• Data is encrypted in transit and at rest by Velova's hosting providers; access is limited to what each role needs, and Velova staff accounts use two-factor authentication.

13.1 Customer Data You Access

(a) At the quoting stage. When you can quote on a job, you see the full pickup and delivery address, including the house number, on the job detail. Velova gives you this so you can run your own access assessment — street width, parking, floor, lift, carrying distance — before you set a price. The job list shows the street and area only; the full address appears on the job detail.

(b) This information is confidential and for your quote only. You may not contact the Customer, visit the address, or send anyone to the address before the Customer has accepted your offer and the booking is confirmed, and you may not retain the address if you do not win the job.

(c) Every first view is recorded. The first time you open the full address of a job, Velova writes an immutable audit-log entry naming your account and the job. That log is evidence under Article 6 (non-circumvention) and for any complaint of misuse.

(d) Contact details are separate. The Customer's name, telephone and email are released only to the Mover whose offer the Customer accepts, after booking.

(e) After booking. Once the Customer accepts your offer, you receive the contact details described in paragraph (d), together with:

• 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.

(f) 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.

(g) 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

(h) 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

(i) 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.

(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:

• Amounts owed to you for completed jobs are paid under Section 5.2 when they fall due; closing the account does not cancel them. They are paid only through Stripe: if your connected Stripe account is not active, they remain owed until it is active again; if it has been closed, contact Velova to connect a new one. Velova provides a statement of amounts paid and owed on request.
• 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

(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. You may accept a new version before its notice period ends; accepting it on the Platform after you have received the notice waives the rest of the notice period (Article 3(2) of Regulation (EU) 2019/1150).

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: