Terms of Service

1. Who we are and what Moveo does

Moveo operates an online marketplace that connects people and businesses who need a parcel moved ("senders") with independent, verified drivers who are already travelling a suitable route ("drivers"). Moveo provides the technology, verification checks, payment handling and support. Moveo is not a carrier, freight forwarder or courier company and is not a party to the transport contract that is formed between the sender and the driver when a job is accepted.

Where these terms refer to "we", "us" or "Moveo", they refer to CARIO Intelligence Oy (Business ID: 3625555-8), the Finnish company that owns the MOVEO name, platform and related intellectual property and operates the service. Contact: legal@moveodelivery.com.

2. Accepting these terms

You must accept these Terms of Service, the Privacy Policy and — if you use Moveo as a driver — the Driver & Liability Terms before you can create an account or continue using your account. Acceptance is recorded with the document version, the date and time and your browser's user agent.

We may update these documents, for example to reflect legal changes or new features. When we make a material change we publish a new version and ask you to accept it the next time you sign in. If you do not accept the new version you can continue to view your existing deliveries and withdraw funds owed to you, but you cannot book or accept new deliveries.

3. Eligibility and your account

• You must be at least 18 years old and legally able to enter binding contracts.
• Your account details must be accurate, current and truthful.
• Your login credentials are personal. You are responsible for everything that happens under your account, so keep your password confidential and tell us immediately if you suspect unauthorised access.
• One person may hold one account. Accounts may not be sold or transferred.

4. Booking a delivery (senders)

• You must describe the parcel truthfully: contents, size, weight, declared value and any fragility. Incorrect declarations invalidate your right to compensation for damage or loss.
• You are responsible for packaging the parcel so that it survives normal handling and road transport. Items that are inadequately packaged travel at your own risk.
• You must have the right to send the item and, where relevant, hold the required export, import, licensing or customs documents.
• You confirm the item is not on the prohibited list in section 6 and that it is legal to transport at the pickup and drop-off locations.
• Estimated pickup and drop-off times are best-effort forecasts and are not guarantees.

5. Carrying a delivery (drivers)

Drivers are independent contractors, not employees, agents or partners of Moveo. Moveo does not direct how, when or by which route a driver works, and drivers are free to accept or decline any job. Drivers are solely responsible for their own vehicle, insurance, licences, taxes and social contributions, and for the safe custody of every parcel they accept. The full driver obligations, insurance requirements and liability rules are set out in the Driver & Liability Terms, which form part of this agreement for anyone using Moveo as a driver.

6. Prohibited items and prohibited conduct

The following may never be sent through Moveo:

• Illegal goods of any kind, stolen property, or counterfeit items.
• Weapons, ammunition, explosives, fireworks.
• Drugs, controlled substances, prescription medicines that are not your own.
• Hazardous, flammable, corrosive, toxic, radioactive or pressurised goods (ADR-classified dangerous goods).
• Live animals and human remains.
• Cash, bearer instruments, precious metals, loose gemstones.
• Perishables requiring temperature control, and unpackaged food.
• Personal data-bearing media, keys or documents where loss would cause damage that exceeds the compensation limits in section 9.
• Anything exceeding the driver's stated vehicle capacity or the size class booked.

You also agree not to: harass, threaten or discriminate against anyone; take payment outside the platform for a job introduced through Moveo; misuse contact details obtained through the platform; scrape, reverse engineer or overload the service; or use Moveo for any unlawful purpose.

7. Prices, escrow payments and the platform fee

• The price is calculated from distance, package size, weight, urgency and a minimum job price, and is shown in full — including the platform commission — before you pay. All prices are in euro (EUR).
• Moveo's commission is 30% of the delivery price. The driver receives 70%. Both figures are displayed on every job and on every receipt.
• Senders pay up front. The money is held by our payment provider (Stripe) and is not released to the driver at that point.
• The driver's 70% is transferred to the driver's connected payout account after delivery is completed and confirmed. Where confirmation is not given and no dispute is opened, funds are released after the automatic confirmation period.
• Drivers must complete payment-provider identity checks (KYC) before any payout can be made. Payout timing to the driver's bank account is controlled by the payment provider.
• Each party is responsible for its own taxes. Drivers earning income through Moveo are responsible for declaring and paying their own income tax and VAT where applicable.

8. Cancellations and refunds

• A sender may cancel a delivery free of charge at any time before a driver has collected the parcel; the full amount is refunded to the original payment method.
• After collection, cancellation is treated as a dispute and is assessed case by case; the driver may retain a fair share for the distance already covered.
• If a driver cancels after accepting a job, the sender is refunded in full and the job is returned to the marketplace. Repeated late cancellations may lead to suspension.
• Refunds are made to the original payment method. Processing time depends on your bank.
• Consumers in the EU: because delivery services begin on the agreed date at your request, the 14-day right of withdrawal does not apply once the service has started. Your statutory rights are otherwise unaffected.

9. Liability for loss and damage

The driver who accepts a delivery has custody of the parcel and is responsible for loss of, damage to, theft of or delay of that parcel while it is in their care, as well as for any damage they cause at the pickup or drop-off location or to third parties during the journey. Moveo does not take custody of parcels, does not transport them and is therefore not liable for their condition.

• Claims are made through the in-app dispute centre and must be opened within 7 days of delivery (or of the expected delivery date if the parcel never arrived), with photos and evidence of value.
• Compensation is based on the documented replacement value of the item, capped at the declared value stated at booking and at a maximum of EUR 500 per delivery, unless additional cover was purchased.
• No compensation is payable for: inadequate packaging, inaccurate declarations, prohibited items, inherent defects of the item, or consequential losses such as lost profit, lost data or missed opportunities.
• Where a claim is upheld, Moveo may withhold or reverse the driver's payout, refund the sender in whole or in part, and recover any shortfall from the driver.

Moveo's own liability is limited to the platform commission it received for the affected delivery, except in cases of intent or gross negligence, or where liability cannot be limited by law (including death or personal injury caused by our negligence). Nothing in these terms excludes rights that mandatory consumer law gives you.

10. Insurance

Drivers must hold valid motor insurance for the vehicle used, and any additional cover required by law or by their insurer for carrying goods belonging to others. Carrying paid cargo can require a specific policy or endorsement — it is the driver's responsibility to confirm their cover with their insurer. Moveo does not provide vehicle, cargo, health or liability insurance to drivers or senders and does not act as an insurance intermediary.

11. Disputes and support

Open a case in the dispute centre inside the app, or email support@moveodelivery.com. Our support team reviews the evidence from both sides and decides on release of the payout, a full or partial refund, or dismissal. Decisions are made in good faith and are binding for the purposes of how funds held on the platform are distributed; they do not limit either party's right to pursue the other in court.

12. Verification, suspension and termination

Drivers must pass identity, driving licence, background and vehicle document checks. Documents may be reviewed with automated assistance, but a human always makes the final decision. Approval is at our discretion and can be withdrawn.

We may suspend or close an account that breaches these terms, presents a safety or fraud risk, or is required to be closed by law. You may close your account at any time from your profile; open deliveries and outstanding payouts must be completed first. Sections on liability, payments, disputes and governing law survive termination.

13. Content you submit

You keep ownership of the photos, messages and reviews you upload, and grant Moveo a non-exclusive licence to host and display them for the purpose of operating the service. Do not upload content you have no right to share, and keep reviews honest and free of abuse. We may remove content that breaks these rules.

14. Availability of the service

We work to keep Moveo available and secure, but the service is provided "as is" and we do not warrant uninterrupted or error-free operation. Planned maintenance, third-party outages and events outside our control may interrupt access.

15. Governing law and jurisdiction

These terms are governed by Finnish law. Disputes are heard by the District Court of Helsinki, unless mandatory consumer rules give you the right to bring proceedings where you live. Consumers in Finland may also contact the Consumer Disputes Board.