Terms of Service

Velova IKE (“Velova”, “we”, “us”) is a digital marketplace registered in Athens, Greece, 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, 100% of the quoted price is captured via Stripe. 30% is released to the Mover as a booking deposit. The remaining 70% is held in escrow by Stripe (a regulated payment services provider) until proof of delivery (POD) is submitted and confirmed.

Escrow funds are released automatically 48 hours after POD submission if no dispute is raised. Velova does not hold customer funds directly; all payment processing is handled by Stripe Connect in compliance with PSD2.

Platform fees are deducted from the Mover's share and are clearly displayed before quote submission.

Movers may only request additional charges through predefined triggers: (a) extra items found not in the original 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.

Cancellations by the Customer follow a tiered refund structure based on proximity to the scheduled moving date:

• More than 7 days before: 100% refund of the deposit
• 3 to 7 days before: 70% refund of the deposit
• Fewer than 3 days before: 50% refund of the deposit

Escrow funds (70%) are always fully refunded in the event of Customer cancellation, as they have not been released to the Mover.

Movers are independent contractors and set their own prices. By joining Velova, Movers agree to: submit all-in quotes with no hidden charges, maintain valid transit insurance, comply with DAC7 tax reporting requirements, upload proof of delivery upon completion, and adhere to the platform's anti-dispute engine rules.

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.

Velova IKE
Athens, Greece
Email: legal@velova.com

EU Online Dispute Resolution: ec.europa.eu/consumers/odr