Terms of Service

VELOVA SINGLE MEMBER P.C. (GEMI 194620801000, AFM 803325569, registered seat Zervou I 17A, 14121 Irakleio Attikis, Greece) (“Velova”, “we”, “us”) is a digital marketplace that connects individuals and businesses seeking household goods moving services (“Customers”) with independent, verified moving companies (“Movers”). Velova does not own trucks, employ movers, or perform moving services. Velova acts as an intermediary platform and escrow coordinator.

Velova provides a structured survey tool for Customers to describe their move, a quoting system for Movers to submit all-in-one price proposals, an escrow payment flow managed via Stripe Connect, and a dispute resolution mechanism. All data is processed within the European Union.

Users must provide accurate and current information during registration. You are responsible for maintaining the confidentiality of your account credentials. Velova reserves the right to suspend or terminate accounts that violate these Terms or engage in fraudulent activity.

When a Customer selects a Mover's quote, the full amount (Mover's price + Velova platform commission + commission VAT) is captured upfront via Stripe. 30% of the Mover's price is released immediately to the Mover as a booking deposit. The remaining 70% of the Mover's price is held in escrow by Stripe (a regulated payment services provider authorised under PSD2) until proof of delivery (POD) is submitted and the Customer either confirms delivery or 48 hours elapse after Velova reviews the POD with no dispute, whichever occurs first.

Velova does not hold customer funds at any point. All payment processing is handled by Stripe Connect in compliance with PSD2 and the EU Payment Services Directive.

The Velova platform commission (plus 24% VAT on the commission) is added on top of the Mover's price and is retained automatically by Velova via Stripe Connect at the initial charge. The Customer sees the final total as the primary number on the platform, with access to a detailed breakdown. Velova does not separately invoice the Customer — the entire flow runs through Stripe in a single transaction.

Movers may only request additional charges through predefined triggers: (a) scope change — items or a second delivery address not declared in the survey, (b) access conditions different from those declared, (c) additional packing requested on the day, or (d) third-party charges such as customs or port fees. Each extra request requires photo evidence and Customer approval. No free-form surcharges are permitted.

Velova's volume assessments are expressed as ranges with a built-in safety margin. If a deviation on the moving day is attributable to an error in Velova's own volume assessment — and not to items or conditions the Customer did not declare — Velova bears the approved extra cost itself; it is not passed on to the Customer (Terms §10.4).

5.1 Delivery and Acceptance (POD)

At delivery, the Customer (or an authorised representative) must be present, inspect the service, and sign the POD (Proof of Delivery) 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 POD includes:

• Completion photos and timestamp
• Customer or authorised representative signature at the time of delivery
• Any property damage (walls, doors, floors, elevators) identified during the move
• Any shortages or service failures

The POD signature at the time of delivery constitutes the Customer's explicit acceptance of the service. The Mover subsequently uploads the signed POD to the Platform (typically within 24 hours). From the moment of signature, no dispute is accepted by the Platform. If outstanding issues exist, the Customer must refuse to sign and contact Velova for mediation.

5.2 Platform Mediation — What Is Covered

Velova mediates only for issues recorded on the POD at delivery:

• Property damage caused by the Mover: the Mover is obliged to repair proven damages. On refusal, Velova may withhold an amount from the 70% release or apply another contractual sanction.
• Service failures (incomplete work, shortages from the agreed service): refund or proportional reduction.

5.3 What Is NOT Covered by the Platform

• Damage to household items (broken furniture, electronics, decorative objects, etc.): these are not handled by the Platform. The Customer may seek redress directly from the Mover or from the Mover's cargo insurance (if any). If the Customer wishes goods insurance, they must request it from the Mover during the quote phase.
• Damages not reported on the POD at delivery: not accepted. The Customer must inspect the service at the time of delivery.
• Disputes raised after POD signature: referred to off-platform channels (legal recourse, insurance claims).

Statutory rights under Greek consumer law (Law 2251/1994) and the EU Consumer Rights Directive are not affected by these contractual provisions. The Customer retains the right to pursue court or Consumer Ombudsman remedies for any matter not resolved on the Platform.

Customers may cancel a booking from their account at any time before the move begins. The refund amount depends on the job's current stage and, once a Mover has been selected, on the time remaining until the scheduled moving date.

Refunds are calculated on the total amount paid by the Customer (mover's price + Velova platform commission + commission VAT). When a booking is cancelled, Velova refunds its commission and commission VAT in full — the only platform charge retained is a fixed €25 cancellation processing fee.

• Before offer acceptance (job status Pending review or Active): full refund. No fees. As no funds have been captured, no payment reversal is necessary.
• More than 7 calendar days before the move date (job status Booked): full refund minus the €25 cancellation processing fee. The 30% deposit released to the Mover at booking is reversed in full — the Mover retains nothing.
• 7 or fewer calendar days before the move date (job status Booked): refund of the total paid minus the Mover's declared cancellation fee minus the €25 processing fee. Each Mover declares a cancellation fee between 0% and 30% of the total amount when quoting; it is shown on the offer card, in the comparison view and on the acceptance screen, so the Customer knows it before booking. The fee is settled against the Mover's 30% deposit: the deposit reversal is reduced by the fee and, if the fee exceeds the deposit, the difference is transferred to the Mover.
• Once the move is in progress (job status In transit): cancellation is not permitted. If an issue arises, the Customer should contact Velova support at support@velova.io and Velova will mediate with the Mover.
• After delivery (job status Delivered or Completed): cancellation is not permitted. See Section 5a (Right of Withdrawal) and Section 9 (Disputes) for post-delivery remedies.

Refunds are processed to the original payment method. Funds typically appear within 5 to 10 business days, depending on the Customer's bank and card issuer.

Mover-initiated cancellations and cancellations caused by force majeure entitle the Customer to a 100% refund — neither the €25 processing fee nor any Mover cancellation fee is charged in these cases. Statutory rights under Greek consumer law (Law 2251/1994) and the EU Consumer Rights Directive are not affected by these contractual terms.

Under the EU Consumer Rights Directive (Directive 2011/83/EU) and Greek Law 2251/1994, Customers acting as consumers have the right to withdraw from a service contract within 14 calendar days from the date of booking confirmation, without giving any reason.

Where the booking date falls within the 14-day withdrawal period, or where the Customer requests the earliest available date (“as soon as possible”), the Customer expressly requests Velova and the Mover to begin performance preparations (slot reservation, route planning, crew assignment) before expiry of the period. By confirming and paying for the booking at checkout — which constitutes acceptance of these Terms — the Customer waives the right of withdrawal once the service is fully performed (Art. 16(a) Consumer Rights Directive).

To exercise the right of withdrawal, the Customer must inform Velova by email at legal@velova.io or via the in-app cancellation flow before performance has begun. Where withdrawal is exercised before performance, a 100% refund is issued. Where the more favourable cancellation tier applies, the Customer receives the higher refund.

Movers are independent contractors and set their own prices. By joining Velova, Movers agree to: submit all-in quotes with no hidden charges, maintain any insurance appropriate to their business (Velova does not collect, verify, or display Mover insurance), comply with DAC7 tax reporting requirements, upload proof of delivery upon completion, and adhere to the platform's anti-dispute engine rules.

Velova does not collect, verify, mandate, or display Mover insurance. Movers are responsible for maintaining their own appropriate cover; any insurance is a matter between the Mover, their insurer, and the Customer. Customers who want their goods insured for the move can arrange their own cover or request it from the Mover at the quote phase.

Velova processes personal data in accordance with the General Data Protection Regulation (EU) 2016/679. For details on how we collect, use, and protect your data, please see our Privacy Policy.

Under EU Directive 2021/514 (DAC7), Velova is required to collect and report certain information about Movers — including tax identification numbers, IBAN details, and annual earnings — to the relevant tax authority. Movers consent to this reporting by accepting these Terms.

Velova facilitates the connection between Customers and Movers but does not guarantee the performance of any moving service. Our liability is limited to the platform fees collected. Velova is not liable for damage to goods, delays, or any loss arising from the moving service itself.

These Terms are governed by and construed in accordance with the laws of the Hellenic Republic. Any disputes arising from or in connection with these Terms shall be submitted to the exclusive jurisdiction of the courts of Athens, Greece.

In compliance with Article 16 of the Digital Services Act (Regulation (EU) 2022/2065), users may notify Velova of allegedly illegal content (reviews, listings, profile information) hosted on the Platform.

Notices may be submitted to legal@velova.io with the subject “DSA Notice — illegal content”. A notice should include: (a) sufficiently substantiated reasons explaining why the content is illegal; (b) a precise indication of the location of the content (URL); (c) the name and contact details of the notifier; and (d) a good-faith statement that the information is accurate and complete.

Velova will assess each notice and respond within a reasonable time (typically 7 working days). Where action is taken, both the notifier and the affected user receive a statement of reasons (Art. 17 DSA).

VELOVA SINGLE MEMBER P.C.
Zervou I 17A, 14121 Irakleio Attikis, Greece
GEMI 194620801000 · AFM 803325569
Email: legal@velova.io (legal & complaints) · info@velova.io (general support)

Greek Consumer Ombudsman (Συνήγορος του Καταναλωτή): www.synigoroskatanaloti.gr

Hellenic Consumer Protection General Secretariat: 1520 (consumer hotline)

Trader transparency (DSA Art. 30): Velova collects and verifies trader identification from Movers and makes core identifiers (legal name, registered address, contact, GEMI/AFM where applicable) available to Customers before each booking. Consumers retain the right to bring proceedings in the courts of their place of habitual residence under Regulation (EU) 1215/2012.