Terms of Service

These Terms of Service ("Terms") constitute a legally binding agreement between you and Moveo Ride Ltd. ("Moveo", "we", "us", or "our") governing your access to and use of the Moveo website, mobile web application, and ride-booking services (collectively, the "Services").

By creating an account, booking a ride, or otherwise using our Services, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree, you may not use the Services.

You must be at least 18 years old to use Moveo. By using the Services, you represent and warrant that you meet this age requirement.

Moveo is a scheduled ride-booking platform. When you request a ride, you agree to the following:

• Advance booking: Rides must be scheduled at least 1 hour before the requested pickup time. Same-minute or on-demand rides are not guaranteed.
• Accurate details: You must provide correct pickup and drop-off addresses, contact information, and any special instructions (e.g., luggage, child seats).
• Availability: A booking request does not guarantee a driver will be available. We will confirm or decline your booking via notification.
• Pricing: The fare displayed at booking is an estimate based on distance, time, and current pricing configuration. Final fares may vary slightly due to route deviations or wait time.
• Passenger capacity: You must book a vehicle class appropriate for your group size and luggage. Drivers may refuse transport if capacity is exceeded.

Moveo drivers are independent contractors vetted and approved by us. We expect all drivers to uphold professional standards:

• Arrive on time or communicate delays promptly
• Maintain a clean, safe, and road-legal vehicle
• Behave courteously and respectfully toward passengers
• Follow traffic laws and drive safely at all times
• Not discriminate on the basis of race, gender, religion, disability, or national origin

If you experience unprofessional driver behaviour, please report it immediately through the app or by emailing support@moveo.bg. We take all reports seriously and reserve the right to suspend or terminate drivers who violate our standards.

Cancellation policies are designed to be fair to both passengers and drivers:

• Free cancellation: You may cancel a ride without charge up to 2 hours before the scheduled pickup time.
• Late cancellation: Cancellations within 2 hours of pickup may incur a fee of up to 50% of the estimated fare to compensate the assigned driver.
• No-show: If you do not appear at the pickup location within 10 minutes of the scheduled time without prior notice, the ride is considered a no-show and the full fare may be charged.
• Driver cancellation: If a driver cancels after accepting your ride, you will not be charged, and we will prioritise rebooking you with another driver.

Refunds for eligible cancellations are processed within 5–10 business days to the original payment method.

By booking a ride, you agree to pay the full fare plus any applicable fees, taxes, and tolls:

• Payment is due upon ride completion unless you have an active subscription package covering the trip.
• You authorise Moveo to charge your selected payment method for the total amount.
• You are responsible for ensuring your payment method is valid, funded, and authorised.
• Failed payments may result in account suspension until the balance is settled.
• Subscription packages are billed in advance and are non-refundable except where required by law.

All prices are quoted in Bulgarian Lev (BGN) and include applicable VAT unless stated otherwise.

You may not use Moveo for any unlawful, harmful, or abusive purpose. Prohibited behaviour includes, but is not limited to:

• Booking rides with false, misleading, or fraudulent information
• Harassing, threatening, or physically harming drivers or other passengers
• Damaging a driver's vehicle or personal property
• Smoking, consuming alcohol, or using illegal substances in the vehicle without the driver's explicit consent
• Using Moveo to transport illegal goods, weapons, or dangerous materials
• Attempting to hack, disrupt, or overload our platform or servers
• Creating multiple accounts to exploit promo codes or referral bonuses
• Reselling, sublicensing, or commercially exploiting Moveo services without written permission

Violation of these rules may result in immediate account termination, legal action, and reporting to law enforcement where appropriate.

Moveo facilitates connections between passengers and drivers but is not a transportation provider. To the maximum extent permitted by applicable law:

• Moveo is not liable for any act, omission, or negligence of drivers or passengers.
• We do not guarantee the quality, safety, or legality of rides provided by drivers.
• Our total liability to you for any claim arising from the Services is limited to the fare amount of the specific ride in question.
• We are not liable for indirect, incidental, special, consequential, or punitive damages, including lost profits or data loss.
• We are not liable for delays or failures caused by events beyond our reasonable control (traffic, weather, road closures, strikes, etc.).

Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under Bulgarian law.

Moveo reserves the right to suspend or terminate your account at any time, with or without notice, for:

• Violation of these Terms or our Privacy Policy
• Fraudulent, abusive, or illegal activity
• Non-payment of outstanding balances
• Extended account inactivity (over 2 years)
• Operational, legal, or security reasons

Upon termination, your right to use the Services ceases immediately. Certain provisions of these Terms (liability, indemnity, governing law) survive termination.

We may update these Terms from time to time to reflect changes in our Services or legal requirements. We will notify you of material changes via email or in-app notice. Continued use of the Services after changes take effect constitutes acceptance of the revised Terms.

These Terms are governed by the laws of the Republic of Bulgaria. Any dispute arising from or relating to these Terms or the Services shall first be addressed through good-faith negotiation. If unresolved, disputes shall be submitted to the competent courts of Sofia, Bulgaria.

As a consumer in the EU, you may also have access to the EU Online Dispute Resolution platform at https://ec.europa.eu/odr.

For questions about these Terms, please contact us:

Email: legal@moveo.bg

Address: Moveo Ride Ltd., Bulgaria