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.

In these Terms, “you” means you as a Customer; where a clause applies to Movers, it says so.

Velova provides a structured survey tool for you to describe your move, a quoting system for Movers to submit all-in prices, a payment flow with escrow through Stripe Connect, and a process for extra charges, delivery and complaints (§5). How and where personal data is processed is described in the Privacy Policy (§8).

You must be at least 18 years old and have legal capacity to enter into a contract. Give us accurate and current information, and keep your login details confidential.

You can also request quotes, book and follow your move without an account, through the links in our emails. Do not forward these links: anyone who has one can see and manage your move, including paying for it and cancelling it; a refund always goes back to the card that paid. Links in our emails work for up to 90 days after the move is completed or cancelled. If you booked a move, sign in with your email to see it.

Velova may suspend or close an account only for the reasons in §11c.

(a) Describe your move accurately and completely in the survey — items, volume, access and dates — and tell us if something changes before the move.

(b) Make sure the addresses are accessible and safe for the crew, and that you, or someone you have authorised, are there at collection and delivery.

(c) Do not include goods whose transport is illegal or dangerous.

(d) Treat the Mover's crew and Velova's team with respect.

(e) Payments for a booking made through Velova are made only through the platform; the escrow protection does not cover money you pay the Mover any other way.

4.1 Price. The Mover sets their price. Velova adds its commission on top: 10% of the Mover's price, with a minimum of €30, plus 24% VAT on the commission. The total shown on each offer is what you pay; it includes the Mover's price, the commission and the VAT on the commission. Each offer shows how long it is valid. Services the Mover marks as “not included” are not part of the booking; everything else you requested is included in the price. Once you book, the price is fixed and can change only through extra charges under §5.1.

4.2 Payment. You pay the full total upfront, by card, through Stripe Checkout, when you book; your bank may ask you to confirm the payment (Strong Customer Authentication). At that moment Velova checks again that the Mover can be booked; if not, the booking is not made and you are not charged. Your payment is charged to the Velova payment account at Stripe. Stripe is a regulated payment services provider.

4.3 The 30/70 split. With the booking, the Mover receives 30% of their price as a deposit. The remaining 70% of the Mover's price is held in escrow in the Velova payment account at Stripe until it is released to the Mover: when you confirm the delivery, or automatically 48 hours after Velova has reviewed the Proof of Delivery (POD), if you have not reported a problem (§5). The commission and its VAT stay with Velova; they are never deducted from the Mover's 70%.

4.4 Velova pays Movers only through Stripe, and makes refunds only through the platform, to the payment method you used. The booking is paid in a single transaction; extra charges are paid separately (§5.1). Velova does not issue you a separate invoice.

Every offer submitted for your move is shown to you. Velova does not select, endorse or recommend any offer, and no Mover can pay for a better position.

You control the order in which offers are displayed, using the sort control on the offers page. Until you change it, offers are shown with the lowest total price first. This default is applied for your convenience only; it is not a recommendation, and the lowest price is not necessarily the offer that best suits your move.

Each offer states the Mover's company, price, rating and review count, the dates offered, and any service you requested that the offer does not cover. All offers are priced from the same record of your move, so the prices are directly comparable. Where an offer does not cover something you requested, this is marked on the offer.

Only a Customer whose booking reached delivery can leave a review. We invite you by email a few days after your move. One review per booking, and the rating you give feeds the Mover's average shown on the offers page.

Velova does not write, edit, reorder or delete reviews, and no Mover can pay to have a review removed or to improve its position. There is no mechanism in the platform that would allow it. Every review therefore comes from a customer who booked and received their move through Velova.

Where you have raised a complaint about your move, the review opens once the complaint is resolved, so that it reflects the outcome rather than the dispute.

A Mover may publish one reply to each review about them. The reply is public and permanent: it cannot be edited or deleted once posted. Reviews and replies are removed only where they are unlawful (see §11a) or where you delete your account.

(a) A refund or a transfer 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 refunded to you. Your move page shows when a refund is still being completed, and we email you when it is done.

(b) If a payment goes through but no booking is made with it — for example, because the offer was no longer available when the payment arrived — the full amount is refunded to you.

(c) If you dispute a payment with your card issuer, no further payments are made on that booking while the dispute is open. Your bank decides the dispute and keeps you informed.

5.1 Extra charges. A Mover may ask for an extra charge only for one of four predefined reasons: (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 after booking; (d) third-party charges such as customs or port fees. Each request must be justified (a description or photos), and Velova's team checks it before it reaches you. You can approve and pay it, or disagree; if you disagree, Velova's team reviews it before anything is charged. You are charged only when you pay it, and if you do not approve it, the Mover does not carry out that extra service. No other extra charges are permitted.

An extra charge is paid by card through the platform, from the booking until the 70% is released (§4.3), separately from the booking, and goes directly to the Mover; it is not part of the 30/70 split. Its amount includes Velova's commission — 10% of the Mover's price for the extra, plus 24% VAT on the commission; third-party charges carry no commission.

Velova's volume assessments are given as a range with a safety margin. If a deviation is due to an error in Velova's own volume assessment — not to items or conditions you did not declare — Velova bears the approved extra charge itself: you are not charged for it.

5.2 Delivery and the Proof of Delivery (POD). At delivery, you inspect the service and sign on the spot the Proof of Delivery (POD) that the Mover presents, on paper or on the Mover's device; someone you have authorised may do this for you. Record on the POD any damage to the property (walls, doors, floors, lifts) and any shortage or part of the service not carried out. Your signature confirms the condition of the property and the service as recorded on the POD. The Mover then uploads the signed POD to the platform, usually within 24 hours, and Velova reviews it.

5.3 Reporting a problem. Once the Mover has uploaded the Proof of Delivery, and until the 70% is released (§4.3), you can report a problem from your move page (“Report a problem”). While a problem is open, the 70% stays held. The Mover can reply and can offer you compensation; if you accept it, the compensation is refunded to you from the 70% and the rest of the 70% is released to the Mover. Compensation does not change Velova's commission. If there is no agreement, Velova's team looks at the evidence and decides, usually within 5 working days, between two outcomes: (i) the complaint is not upheld, and the 70% is released to the Mover; or (ii) the move is treated as not carried out: you are refunded in full and the Mover's 30% deposit is reversed. Velova does not impose a partial refund of its own; a partial reduction happens only through compensation that the Mover offers and you accept. Once you confirm the delivery, or once the 70% has been released, no new problem can be reported through the platform.

5.4 What Velova does not decide. Velova does not decide or pay claims for damage to or loss of your goods, or for damage to the property; these are between you and the Mover (and any insurer). You can still report such damage under 5.3 before the 70% is released, and the Mover may offer you compensation. If you want your goods insured for the move, arrange your own cover or ask the Mover for it when you request quotes.

5.5 Your statutory rights. Your rights under Greek consumer law (Law 2251/1994) and EU law are not affected; you can always go to court or to the Consumer Ombudsman (§12).

6.1 You can cancel from your move page until the end of the day before the move date (Greek time); if no move date has been confirmed (§6.2), until the Mover uploads the Proof of Delivery. Once you have booked, sign in to your account to cancel. What you get back depends on when you cancel:

(a) Before you book: your request is cancelled at no cost; nothing has been charged.

(b) After booking, more than 7 calendar days before the move date: you are refunded the total you paid, minus a €25 processing charge. The Mover's 30% deposit is reversed in full.

(c) After booking, 7 calendar days or fewer before the move date: you are refunded the total you paid, minus the Mover's declared cancellation fee and the €25 processing charge. Each Mover declares a cancellation fee of 0% to 30% of the booking total when quoting; it is shown on the offer card, in the comparison and on the booking screen, so you know it before you book. The Mover keeps only that fee, which is settled against the 30% deposit they received.

(d) From the move date: cancellation through the platform is no longer possible. If something goes wrong, contact support@velova.io and Velova will mediate with the Mover.

(e) After the Mover uploads the Proof of Delivery: cancellation is not possible; for problems with the delivery, see §5.

6.2 The move date.

(a) A date you gave when asking for quotes — the date by which the move must be done — is not the move date.

(b) The Mover enters the move date on the platform after the booking, once you have agreed it with them. If the Mover's offer said they can do the date you asked for, the date they enter cannot be later than it. You confirm the move date from your move page or from the email we send you; if it is not the date you agreed with the Mover, choose “I don't agree” and Velova's team will contact you and the Mover. Velova's team may also record a move date you have agreed with it, noting how you agreed it.

(c) A move date counts for 6.1 only once it is confirmed under (b). Until then, 6.1(b) applies whenever you cancel.

(d) If the move date changes after it was confirmed, the new date counts once you confirm it.

(e) For a move with separate collection and delivery dates, the move date is the collection date.

6.3 On every cancellation Velova refunds its commission and the commission's VAT in full. The only platform charge that may be kept is the €25 processing charge (6.1(b)–(c) and §6b(b)).

6.4 If the booking is cancelled — whoever cancels — or the move is treated as not carried out (§5.3), every extra charge you paid is refunded to you in full, including Velova's commission on it. The Mover's cancellation fee in 6.1(c) is calculated on the booking total only, never on extra charges.

6.5 Refunds are made only through the platform, to the payment method you used. They usually appear within 5 to 10 working days, depending on your bank and card issuer. If a refund step is delayed or fails, §4c applies.

6.6 If the Mover cancels, or the move cannot go ahead because of force majeure (§11d), you are refunded in full, with no processing charge and no cancellation fee. If Velova cancels a booking, §6b applies.

6.7 Your statutory rights under Greek consumer law (Law 2251/1994) and EU law are not affected.

(a) Your contract with the Mover is a contract for the transport of goods on a date or within a period set in your booking, or on the move date confirmed under §6.2. Under Article 16(l) of Directive 2011/83/EU, as transposed into Greek law (Law 2251/1994), the statutory 14-day right of withdrawal does not apply to it. You can cancel it under §6.

(b) Your contract with Velova — arranging the booking and handling the payment and the escrow, for the commission — is a distance service contract. You may withdraw from it within 14 days of the booking confirmation, without giving a reason. Until the end of the day before the move date (Greek time) — or, if no move date has been confirmed (§6.2), until the Mover uploads the Proof of Delivery — you withdraw by cancelling from your move page, by email to legal@velova.io, or with the model form in Annex A; your booking is then cancelled and you are refunded under §6. Velova refunds its commission and the commission's VAT in full and keeps the €25 processing charge as the proportionate amount for the service it has already provided at your request (Article 14(3) of the Directive); any cancellation fee of the Mover under §6.1(c) belongs to your contract with the Mover.

(c) When you book, you ask Velova to start providing its service at once, and you acknowledge that you lose the right to withdraw from Velova's service once that service has been fully performed — when the 70% is released (Article 16(a) of the Directive).

(d) We confirm your withdrawal by email.

(a) Velova may cancel a confirmed booking only: (i) when the Mover cannot carry it out — the booking is then treated as cancelled by the Mover (§6.6); (ii) for force majeure (§11d); (iii) when the payment proves to be fraudulent — the amount is then refunded in full to the card it came from; or (iv) for a serious reason attributable to you: 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 (§5.1).

(b) In cases (i) to (iii), you are refunded in full. In case (iv), you are refunded what you would have been refunded had you cancelled yourself on that day under §6.1 — never less.

(c) Except where the law or an immediate risk prevents it, Velova tells you the reason before it cancels and gives you the chance to respond. We confirm the cancellation and the refund by email.

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 the Proof of Delivery (POD) upon completion, and follow the rules of the Anti-Dispute Engine (§5).

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. How we collect, use and protect your data, which providers process it and where — including any transfer outside the EU — is described in our Privacy Policy.

Under Directive (EU) 2021/514 (DAC7), Velova collects information about Movers — including their tax identification number and IBAN — and reports to the Greek tax authority (AADE) the amounts paid to each Mover and the fees withheld or charged, for each quarter, together with the identifying information the reporting rules require. This is a legal obligation; it does not depend on consent (Privacy Policy, §7).

10.1 What Velova is. Velova is an intermediary platform and escrow coordinator. The contract for the moving service is concluded between the Customer and the Mover. Velova is not a party to that contract, does not perform the move, and does not assume the Mover's obligations under it.

10.2 What Velova is responsible for. Velova is responsible for performing its own obligations under these Terms with reasonable care and skill: keeping the record of your move and transmitting it accurately to Movers; instructing the escrow payment flow described in §4; operating the extras and delivery process described in §5; applying the cancellation and refund rules in §6 to §6b; and protecting your personal data as described in §8.

10.3 What Velova is not responsible for. Velova is not liable for the performance of the moving service itself, including damage to, loss of, or delay of goods, or for any act or omission of a Mover. Claims about the move are made against the Mover, using the process in §5. Velova is not liable for indirect or consequential loss, loss of profit, loss of business, or loss of opportunity.

10.4 Limit. Where Velova is liable to a Customer under §10.2, its total liability in respect of a booking is limited to the total amount the Customer paid to Velova for that booking.

10.5 What this clause does not limit. Nothing in these Terms excludes or limits Velova's liability for: (a) death or personal injury caused by Velova; (b) fraud, wilful misconduct or gross negligence, any exclusion of which is void under Article 332 of the Greek Civil Code; (c) any liability under Article 82 GDPR; or (d) any right of a consumer under Greek or EU law that cannot lawfully be excluded or limited. Each part of this §10 is severable: if any part is found unenforceable, the remaining parts continue to apply.

These Terms are governed by Greek law. Disputes may be brought before the courts of Athens. If you are a consumer, you may also bring proceedings in the courts of the place where you live, and Velova may bring proceedings against you only in those courts (Regulation (EU) 1215/2012, Articles 17–19). The choice of Greek law does not deprive you of the protection of the mandatory consumer rules of the country where you live (Regulation (EC) 593/2008, Article 6).

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).

We may change these Terms — for example when we add a service, change how the platform works, or must comply with a change in the law.

For material changes we will notify you by email and on the platform at least 15 days before they take effect. Changes required by law or necessary for security may take effect immediately, and we will tell you as soon as we can.

A booking you have already confirmed is governed by the version of these Terms you accepted at checkout. No change applies retrospectively to a confirmed booking.

If you do not accept a change, you may stop using the platform and close your account before it takes effect, at no cost; while you have a booking in progress, §11c applies. Continuing to use Velova after a change takes effect means you accept the new version. Every version carries a number and a date, and the current one is shown at the top of this page.

You may close your account at any time, except while you have a booking in progress; you can close it once that booking is completed or cancelled (§6).

Velova may suspend or terminate an account only for a specified and serious reason, namely: (a) a breach of these Terms; (b) fraud, attempted fraud, or a payment dispute raised in bad faith; (c) a legal or regulatory obligation; (d) conduct that threatens the safety of another user or of our staff; or (e) providing false identity or company information.

Except where the law or an immediate risk requires otherwise, we will tell you the reason before we act and give you an opportunity to respond.

Suspension does not touch money already earned. If a move has been carried out, the Mover is paid for it and any refund due to you is paid to you, on the normal timetable in §4 and §6. A suspension never operates as a financial penalty.

If your account is closed we keep the data we are legally required to keep — see the Privacy Policy — and delete the rest. You can complain about a suspension at legal@velova.io, and you keep the rights in §12.

Neither Velova nor a Mover is liable for a delay or failure caused by an event beyond their reasonable control — including strike or industrial action, port or ferry disruption, extreme weather, fire, flood, earthquake, civil unrest, war, epidemic, a decision of a customs or other authority, or the failure of a public utility or network.

We will tell you as soon as we know.

If the move cannot go ahead, your booking is cancelled and you are refunded in full: you are not charged the €25 processing charge or any cancellation fee. No further liability arises for either party beyond that refund.

(a) Intellectual property. The platform's content — texts, logo, software and design — belongs to Velova or its licensors. When you post a review, you allow Velova to show it on the platform, as §4b describes. The photos and videos of your survey are used only as the Privacy Policy describes.

(b) Entire agreement. These Terms and the Privacy Policy are the whole agreement between you and Velova about your use of the platform. For Movers, the Mover Agreement also applies.

(c) Severability. If a court finds a provision of these Terms invalid, the rest of the Terms continue to apply.

(d) No waiver. If Velova does not enforce a provision, it does not give up the right to do so later.

(e) Language. These Terms are drafted in English and translated into Greek. If the two versions conflict, the Greek version prevails within Greek jurisdiction.

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

Velova takes part in good faith in proceedings before the Consumer Ombudsman.

Hellenic Consumer Protection General Secretariat: 1520 (consumer hotline)

Hellenic Data Protection Authority: www.dpa.gr (personal data).

Trader information. Each Mover is a trader, and the consumer protection rules apply to your contract with the Mover. Before you book, the booking screen shows the Mover's legal name, registered address, registration number, where the Mover is entered in a trade register (for a Greek company, the GEMI number), tax number (AFM), business email and telephone; the same details are in your booking confirmation. Velova collects these details from every Mover and checks them before approving the Mover (Directive 2011/83/EU, Articles 6(1) and 6a).