Operator: Veleo s.r.o.

Registered office: Stará Hora 817/49, 951 36 Lehota, Slovak Republic

Company registration number (IČO): 57 822 352

Contact: info@veleo.sk | veleo.sk

Effective date: 9 November 2026

Version: 1.2

Article 1 – Basic terms of cooperation

These General Terms and Conditions govern use of the Veleo Platform by businesses providing road transport and related services. By registering, the Carrier enters into a contract with Veleo for the provision of online intermediation services and undertakes to comply with these Terms, the Payment Terms, the Platform Rules and the current Price List.

The Platform connects Customers' Requests with Carriers. Veleo does not itself provide transport and is not a party to the individual contract of carriage between the Carrier and the Customer.

Article 2 – Carrier eligibility, authorisations and insurance

A Carrier may only be a business authorised to provide the relevant type of transport service. Throughout its registration, the Carrier must maintain valid trade, concession, transport, Community or other necessary authorisations, permits, professional qualifications and insurance required by law and by the nature of the transport services it accepts.

The Carrier must have adequate carrier liability insurance corresponding to the territory, type of transport and risks associated with the consignments it accepts, and must provide Veleo, on request, with evidence of cover, limits and territorial scope. It must immediately report any expiry, interruption or significant restriction of insurance cover.

Veleo may verify the identity, registration, authorisation, license, insurance and bank account of the carrier before or during the use of the Platform. Verification by Veleo is not a guarantee for future action by the carrier and does not relieve the carrier of his own responsibility.

Article 3 – Registration and truthfulness of data

The carrier shall provide true, complete and up-to-date details of the business entity, persons authorised to act, contacts, tax status, authorisations, insurance, bank account and registered vehicles. It shall update any substantial modification without delay.

The Carrier is liable for damage and reasonable costs caused by false, misleading or outdated information. Veleo may restrict Offers, Orders or payouts until a change is verified.

Article 4 – Vehicles and persons performing transport

The Carrier may register only vehicles that it is authorised to use and that are roadworthy, insured and equipped with the documents and permits required for the stated type of service. The description, capacity, payload, dimensions, equipment and photographs must reflect reality.

The Carrier must ensure that the driver or other person providing the service holds all necessary authorisations, complies with safety, employment, road, social and specific transport rules, and has the information necessary to perform the Order properly.

Article 5 – User plans and fees

Veleo can offer Basic, Professional and Enterprise plans or their current equivalents. The range of functions, fees, monthly flat rates, commission rates and possible promotional periods is determined by the current price list published on veleo.sk – section For carriers or individual agreement. The price list is part of the contractual framework to the extent that these terms refer to it.

The monthly fee for the plan is separate from the commission for successfully completed transport mediated by Veleo. The amount of commission and possible promotion period are governed by the current Price List.

Article 6 – Requests, Offers, Counteroffers and conclusion of the contract

The Carrier submits an Offer only after assessing the Request, schedule, route, cargo or number of passengers, vehicle, authorisations and its capacity. The Offer must state the final or unambiguously calculable price and the essential terms.

The Offer price is determined exclusively by the Carrier. Veleo may not set or change the price on the Carrier's behalf or approve a price proposed by the Customer. If the Customer submits a Counteroffer, the Carrier independently approves it for payment or rejects it through the Platform. Neither approval of a Counteroffer nor selection of an Offer by the Customer alone concludes the contract of carriage.

After the Customer selects an Offer or the Carrier approves a Counteroffer, the Platform creates a payment step and a time-limited reservation of the agreed terms. The contract of carriage arises directly between the Carrier and the Customer only when Veleo, under the Carrier's payment authorisation, duly receives the full Transport Price and allocates it to the Order within the payment deadline displayed by the Platform. If payment is not received and allocated within that deadline, no contract arises and the reservation may be cancelled. Veleo is not a party to the contract of carriage and retains an audit trail of the Offer, Counteroffer, approval, payment deadline and payment.

By selecting an Offer using the ‘Confirm with an obligation to pay’ button, the Customer confirms a binding reservation and an obligation to pay the agreed Transport Price within the displayed payment deadline unless the Order is cancelled under the agreed cancellation terms. When a Counteroffer is submitted using the ‘Submit counteroffer with an obligation to pay’ button, that obligation is conditional on acceptance by the Carrier; it arises only when the Carrier accepts the Counteroffer, without further confirmation by the Customer. A rejected or unaccepted Counteroffer does not in itself create an obligation to pay. The contract of carriage arises only upon due receipt and allocation of the full Transport Price under these terms. Cancellation of an unpaid accepted Offer or accepted Counteroffer is governed by the agreed cancellation terms; the full Transport Price is not also demanded for cancelled Transport.

When Offers are compared, the Platform may display them without the Carrier's name or direct contact details. No later than before the binding confirmation of the selection of an Offer or submission of a price Counteroffer, it will disclose to the Customer the Carrier's business name, company registration number (IČO), registered office or place of business, email and telephone number, its status as a trader, the total price, the essential service parameters, payment and cancellation terms and the allocation of responsibilities between the Carrier and Veleo. Merely opening a preview of this information does not accept an Offer or create an obligation to pay. The selected Carrier's business and contact details remain available to the Customer even before payment. The Carrier is responsible for ensuring that its information is complete, truthful and up to date.

Changing the schedule of an accepted Order by agreement of the parties

For a confirmed Order, the Customer may request a change to the pickup date and time through the Platform before the agreed start of Transport, both before and after payment. A request is possible only in the statuses and when the feature is available as indicated by the Platform; it is not available for Transport that has already started, been cancelled or been completed, or for an Order for which a refund is already being processed. Only one request may be pending at a time.

The original and proposed schedules are displayed before submission. The entire pickup window, the agreed start of Transport and any return or service-end times are shifted by the same difference in local Europe/Bratislava time. The proposed start of Transport must be at least two hours in the future both when the request is submitted and when it is approved. The Platform rejects nonexistent or ambiguous local times caused by daylight-saving time changes. The Customer expressly confirms the displayed proposal and its effect on cancellation deadlines.

Only an authorised administrator or dispatcher of the selected Carrier may approve or reject the request. The Customer may withdraw a pending request. The original schedule remains binding until valid approval; the Carrier's inaction does not constitute consent. Rejection or withdrawal of the request does not in itself cancel the Order. The Platform will not permit approval after the original agreed start or following a change in status or circumstances that precludes approval.

Approval replaces only the agreed schedule. The price, allocated payment and other agreed terms remain unchanged; this procedure cannot be used to change the route, scope of the service or price. In the event of subsequent cancellation, cancellation deadlines are calculated from the newly approved start under the cancellation rules applicable to the specific Order. Neither the request nor its approval retroactively changes a cancellation already made, an accrued entitlement or the Consumer's statutory rights. A unilateral change of schedule to increase cancellation charges is not permitted.

The Platform retains the original and proposed schedules, the status of the request and the time of the decision. Both parties are informed of the request and decision, and assigned drivers are also informed of an approved schedule. Neither the request nor operational notifications disclose customer contact details to the Carrier before payment. For previously created Orders, the original Terms and Conditions are not replaced retroactively; a specific change can arise only through the Customer's express request and the Carrier's approval, with the other agreed terms preserved.

Article 7 – Veleo Commission and invoicing

Veleo is entitled to Commission for its intermediation and related platform service at the rate specified in the Price List, plan or individual agreement. Entitlement to the standard Commission for successful Transport arises after successful completion of Transport: upon voluntary Customer Confirmation, expiry of the 24-hour period without a timely Objection, or resolution of a timely Objection confirming that Transport was performed. Where the service was not performed at all and the Transport Price is fully refunded, no standard Commission for successful Transport arises.

For a valid cancellation by the Customer less than 48 hours before the agreed date and time of the start of Transport, a special Veleo cancellation platform fee of 5% of the original Transport Price arises instead of the standard Commission for successful Transport. This is a separate B2B obligation of the Carrier towards Veleo; it does not increase the Customer's total 30% cancellation charge. The fee may be settled directly from the retained cancellation amount under the Carrier's express payment mandate.

The Carrier issues the Customer a receipt or invoice for Transport itself in accordance with its tax status and applicable law. Veleo issues the Carrier a separate document for its own intermediation or related service. Veleo may invoice Commission separately after each successful Transport or collectively for a regular settlement period, normally a calendar month. If the Platform technically generates a document for Transport, it does so in the name of the Carrier as supplier, not as Veleo's own sale of Transport.

Article 8 – Authority to facilitate communication and receive payments

By registering and expressly confirming the separate payment mandate, the Carrier authorises Veleo to facilitate and technically support communication of its Offers, Counteroffers and acceptances with Customers. This mandate does not authorise Veleo independently to change or approve prices or other commercial terms on behalf of the Carrier.

The Carrier also authorises Veleo to receive payments of the Transport Price in the Carrier's name and for its benefit for Orders created through the Platform, identify them by the relevant Order, keep transaction records and make payouts or refunds in accordance with these Terms. The contract of carriage arises only upon due receipt and allocation of the full Transport Price. On proper completion, Veleo's standard Commission is not deducted from the Transport Price received and is invoiced separately to the Carrier; the exception is the expressly agreed settlement of the 5% cancellation platform fee for cancellation less than 48 hours before the scheduled start.

Due receipt and allocation of the full Transport Price by Veleo creates the contract of carriage between the Carrier and the Customer and simultaneously discharges the Customer's monetary obligation to the Carrier to the extent received. The Carrier may not require the Customer to pay again an amount that Veleo demonstrably received in the Carrier's name and for its benefit.

The scope of the payment authority, including authority to make refunds in objectively defined cases, settle the 5% cancellation platform fee on valid late cancellation and, where applicable, set off claims arising from refunds or chargebacks, is also governed by the separate document ‘Carrier mandate and power of attorney to receive payments and administer settlement’. Veleo's standard Commission is not covered by the collection authority and is invoiced separately.

Article 9 – Carrier bank account and transaction records

Payouts are made only to a bank account held under the business name or sole trader's name, or otherwise demonstrably belonging to the registered Carrier. Veleo may require proof of account ownership and refuse a payout to a third-party account without sufficient legal grounds.

Veleo keeps internal records of amounts received according to Orders and Carriers. The payment mechanism does not create a payment account or an electronic purse for the carrier and the carrier cannot hold or transfer a free balance not related to a specific Order through it.

Article 10 – Confirmation of completion by the carrier

After properly performing the service, the Carrier marks the Order as completed without undue delay. The confirmation must reflect reality. Depending on the nature of Transport, the Carrier attaches or retains available reasonable evidence of performance, such as the recipient's signature or confirmation, CMR/e-CMR, a delivery document, photograph or other relevant record.

False, premature or misleading confirmation of completion is a substantial violation of these conditions. The carrier may not require or enter PINs from the Customer before the actual completion of the service. Veleo may suspend the payment in the event of an infringement, require evidence, limit the account, cancel access to Requests and claim damages or costs incurred.

Article 11 – Customer confirmation, 24-hour window and payout

After the service has actually been performed, the Customer may voluntarily confirm successful completion directly on the Platform or by providing a one-time PIN to the Carrier. This Customer Confirmation records that the Customer raised no apparent reservations at that time and allows Veleo to initiate payout of the Transport Price to the Carrier immediately. The confirmation does not restrict claims concerning hidden defects or damage discoverable only later.

If the Customer does not provide voluntary Customer Confirmation, Veleo notifies them of the Carrier's Confirmation of Completion and provides 24 consecutive hours to submit a Settlement Objection. If the Customer does not deliver an Objection to Veleo through the Platform or at help@veleo.sk within that period and there is no other justified impediment, Veleo initiates payment of the Transport Price to the Carrier in full without undue delay after the 24 hours have expired, except for an authorised refund or correction of the Order concerned. Veleo's Commission is not deducted from the payout.

Neither voluntary Customer Confirmation nor failure to submit an Objection within the 24-hour period waives the Customer's later statutory damage or complaint claims, particularly for hidden defects. They mean only that Veleo may initiate a payout to the Carrier for Platform settlement purposes.

Article 12 - Objection, temporary suspension and evidence

If the Customer delivers a specific Settlement Objection to Veleo within the 24-hour period through the Platform or at help@veleo.sk, Veleo may temporarily suspend the entire payout or only the disputed part and request evidence of performance and a response from the Carrier. The Carrier must provide the requested cooperation without undue delay, normally within 3 working days.

In a normal dispute over damage, partial loss or delay, the basic verification should last as short as possible and normally not more than 5 working days. Veleo may extend the time limit accordingly if the parties are actively negotiating the agreement, the necessary evidence, the bank, the insurance undertaking or the public authority is awaited or if there is a suspicion of fraud or abuse.

Veleo administratively receives objections and evidence and may help the parties reach agreement. Veleo is neither an arbitrator nor an insurer and, without the Carrier's express authorisation, a statutory ground or a binding decision, does not finally determine compensation for damage to the consignment.

Article 13 – Prior authorisation for reimbursement

Under the separate payment mandate, the Carrier authorises Veleo in advance to make a refund or adjust settlement, particularly in the following objectively defined cases:

• The carrier has cancelled the confirmed shipment or notified that it will not do so and no alternative service has been agreed.
• Complete non-performance of the service is undisputed between the parties, or the Carrier, following a proper request, does not deny non-performance and does not provide appropriate evidence of performance.
• The Customer has cancelled an already paid Order under the cancellation rules agreed in advance; for a standard cancellation less than 48 hours before the scheduled start, Veleo refunds 70% of the Transport Price to the Customer, pays 25% to the Carrier and applies 5% against the separate cancellation platform fee owed by the Carrier to Veleo, unless mandatory law or a more favourable term provides otherwise.
• A duplicate payment or an undisputed overpayment has been made.
• The carrier and the Customer have clearly agreed on a full or partial refund.
• Refund, chargeback or other correction is required by law, bank, authorised payment service provider or binding decision of the authority.

A mere allegation of damage to the consignment, partial loss or delay does not automatically authorise Veleo to compensate the Customer for damage out of the Transport Price. Such a claim is handled under the contract of carriage, applicable law, CMR and insurance cover unless the parties agree otherwise.

Article 14 – Refunds after payout and set-off

If, after payout to the Carrier, an obligation to refund an amount to the Customer arises under the Carrier's agreement, these Terms, legislation, a chargeback or a binding decision, the Carrier must pay that amount to Veleo without undue delay and no later than the deadline stated in the demand. To the extent permitted by law, Veleo may set off such a due refund or chargeback claim against future payouts to the Carrier. Veleo's standard Commission continues to be invoiced separately; this does not affect the expressly agreed direct settlement of the 5% cancellation platform fee from the retained cancellation amount for cancellation less than 48 hours before the scheduled start.

Veleo provides the Carrier with a transaction record identifying the Order, the reason for the adjustment and the amount. Set-off will not be made where prohibited by mandatory law or a binding decision.

Article 15 – Cancellation, non-performance and cancellation charges

If the Carrier cannot perform confirmed Transport, it must notify this through the Platform immediately. If the service has not been performed and no new agreement for a replacement has been reached, Veleo is authorised under the payment mandate to refund the Transport Price paid to the Customer. This does not affect any further claims the Customer may have against the Carrier.

If the Customer cancels an already paid Order at least 48 hours before the agreed start of Transport (including exactly 48 hours), 99% of the agreed total Transport Price, including any VAT, is refunded. The remaining 1% is the Customer's cancellation fee payable to Veleo. The Carrier is not entitled to compensation in this case. Veleo invoices the Customer for the 1% fee and settles it from the payment received; the Customer does not pay it twice. If already paid Transport is cancelled less than 48 hours before the start, the arrangement remains a 70% refund to the Customer, 25% compensation to the Carrier and a 5% cancellation platform fee owed by the Carrier to Veleo. Where Transport is not performed at all, no standard Commission for successful Transport arises.

A justified refusal to start Transport because the actual cargo, number of passengers or another essential parameter differs materially from the Order may be treated as late cancellation by the Customer if the Carrier adequately documents the discrepancy.

Article 16 - Obligations in respect of carriage of goods

• Verify the suitability of the vehicle, load capacity, dimensions, fixing and safety of the load and refuse illegal or objectively dangerous transport.
• Compliance with CMR, ADR, customs, cabotage, road, social and other specific obligations, if applicable.
• Ensure loading, fixing and unloading to the extent agreed with the Customer and according to the division of obligations arising from the legislation.
• Protect the consignment against loss, damage and theft from the time it is taken over, within the scope of the Carrier's liability.
• Immediately record the damage, incident or circumstance relevant to the claim of the Customer or insurance company and provide appropriate cooperation in the complaint.

Article 17 - Obligations in respect of passenger and bus services

• Use a roadworthy vehicle with the stated capacity and equipment.
• Provide an authorised driver and comply with statutory driving times, breaks and rest periods.
• Respect licensing, security, insurance and registration obligations and specific rights of passengers.
• Immediately report circumstances that may cause significant delay, cancellation or a safety risk.

Article 18 – Measures, limitation and closure of the account

Veleo may proportionately reject or remove an Offer, restrict access to Requests, suspend an Order or payout, or suspend or terminate an account in cases of false information, missing authorisations or insurance, repeated cancellations, safety risks, misuse of the Platform, fraud, false Completion Confirmation, price manipulation, sanctions risks or other serious breaches.

When restricting or suspending services to the Carrier, Veleo provides a statement of reasons on a durable medium, particularly by email, before or when the measure takes effect. If Veleo decides to terminate all its online intermediation services to the Carrier, it provides the Carrier with a reasoned decision on a durable medium at least 30 days before termination takes effect.

The 30-day period does not apply if Veleo is subject to a legal or regulatory obligation to terminate services in a manner that does not allow compliance with that period, if it exercises a right to terminate services for an imperative reason under national law in accordance with EU law, or if it can demonstrate repeated breaches of these terms by the Carrier resulting in termination. In such cases, Veleo provides a statement of reasons on a durable medium without undue delay unless a statutory exception applies. Merely labelling a case as a security risk or fraud does not automatically create an exception to the 30-day period.

The statement of reasons shall state the specific facts and the relevant legal or contractual grounds for the measure, as well as the possibility available to object under the Rules of Use of the Platform. Legally protected information shall not be made available; justification may not be provided only within the scope of the legal exemption. The carrier may clarify the circumstances by objecting. If Veleo withdraws the measure, it shall without undue delay resume appropriate access to the services and data available.

Article 19 – Data, ranking Offers and evaluations

Veleo may rank Offers according to published main parameters, in particular price, availability, vehicle type and location, suitability for the Request, profile quality, history of completed Transport, ratings and response time. The Carrier acknowledges that the relative weighting of these parameters may affect the visibility of its Offer.

Before the contract arises, the Carrier may have access within the Request to the exact loading, stop and unloading addresses to the extent necessary to assess accessibility for its vehicle, route feasibility and accurate pricing of the Offer. It may use this information only to assess the Request and potentially perform Transport, not for unrelated marketing or another purpose. After due payment and formation of the contract, the Platform provides the selected Carrier with the operational information necessary to perform the Order. An additional telephone contact at loading, a stop or unloading is optional and contains only a telephone number without a name or other personal data; if the Customer provides it, the Carrier may use it exclusively to coordinate the specific Transport. Details are governed by the Privacy Policy.

Until due payment is confirmed, the Platform does not disclose the Customer's identity, billing details, email, telephone number or the contact details of persons along the route in the ordinary views available to Carriers and drivers. Once payment is confirmed, the information is disclosed to the selected Carrier and its authorised staff only to the extent necessary for their tasks on the specific Order. The assigned driver's details and the vehicle registration number are disclosed to the Customer only after payment is confirmed. Veleo has access to the information to the extent necessary for operations, support, settlement and compliance with legal obligations; this does not affect legally required disclosure to authorised recipients.

Exact loading, stop and unloading addresses and other operational parameters may be available to Carriers already at the quotation stage. Protecting direct contact details therefore does not mean complete anonymisation of the route or all circumstances of Transport. Users must not enter contact details in free-text notes to circumvent the Platform. The Carrier may use the disclosed information only to assess and perform the relevant Transport, not for unrelated marketing or circumvention of the Platform; users' statutory rights remain unaffected.

Article 20 – Prohibition of circumvention of the Platform

For a specific Transport obtained through the Platform, the Carrier must not intentionally move the agreement or payment outside Veleo to avoid the agreed Commission or safety mechanisms. A breach may result in additional invoicing of Commission properly due, damages, restriction or termination of the account.

This provision does not restrict independent commercial relations which have been shown not to have been established through the Platform, or rights which cannot be contractually restricted.

Article 21 - Liability and compensation

The Carrier is responsible for proper performance of Transport, the vehicle, driver, consignment or passengers, licences, insurance, taxes, invoicing and compliance with all statutory and contractual obligations arising from the contract of carriage. To the extent permitted by law, the Carrier will reimburse Veleo for reasonable costs and damage resulting from the Carrier's breach, including justified refunds, chargebacks or third-party claims caused by its conduct.

Veleo is not responsible for Transport itself or damage to a consignment it has not taken into its custody. It is responsible for its own breaches of obligations under applicable law. In a B2B relationship, its liability, if any, is limited, to the extent permitted by law, to the Commission received from the Order concerned; the limitation does not apply where the law does not permit it.

Article 22 – Changes in terms and conditions and termination

Veleo notifies the Carrier of a material change to the terms on a durable medium within the period required by law; for online intermediation services, normally at least 15 days before the change takes effect, unless a statutory exception applies or a longer period is needed for technical or commercial adaptation.

The carrier may terminate the contract in the manner specified in the account or by written notification. Termination does not affect existing Orders, fees payable, open claims, refunds, chargebacks and obligations, which according to their nature should last even after termination.

Article 23 – Governing law and final provisions

The contract between Veleo and the Carrier is governed by the law of the Slovak Republic. Disputes are decided by the courts of the Slovak Republic with subject-matter and territorial jurisdiction, unless mandatory law provides otherwise. The legal regime of each individual contract of carriage between the Carrier and the Customer is assessed separately.

Related documents: Veleo Payment Terms, Veleo Platform Rules, Carrier mandate and power of attorney to receive payments and administer settlement, the current Price List published on veleo.sk and the Privacy Policy.

Additional cancellation rules and transition between editions

Cancelling a Request without an accepted price Offer is free of cancellation charges. Creating a Request or allowing an unaccepted Offer to expire does not create an obligation to pay a 1% fee.

The 48-hour cancellation period is calculated from the earlier start of Transport stated by the Carrier in the Offer, not from the later pickup time. This time must precede pickup; at least two hours must remain before the start both when the Offer is submitted and when it is accepted. The Platform informs the Customer of this time by email when making the Offer available and displays it before acceptance in the Europe/Bratislava time zone. It cannot be changed unilaterally after acceptance of the Offer to increase cancellation charges.

If the Customer cancels an Order whose Transport Price has not yet been paid, the Customer pays a fee of 1% of the agreed total Transport Price including VAT. This applies regardless of the time remaining until the start of Transport. It is a separately agreed obligation of the Customer for cancelling the reservation; it does not change the rule that the contract of carriage arises only upon payment of the Transport Price. The fee amount and these terms are displayed before acceptance of the Offer and expressly confirmed by the Customer. Veleo sends the Customer an invoice payable within 14 days of issue.

If the original payment for Transport arrives after cancellation, the Order is not reinstated. The payment is allocated and returned taking account of the cancellation charge already invoiced. If the 1% fee has been paid separately, the original Transport Price is refunded in full. Otherwise, that same 1% fee may be settled and the balance refunded; no second invoice is issued for the same cancellation and the fee is not charged twice.

For the specific Offer, any lawfully agreed terms more favourable to the Customer apply. Mandatory Consumer rights, including any statutory right to withdraw from the contract and to a refund, are not restricted. Statutory withdrawal must not automatically be treated as a chargeable contractual cancellation. In the event of an objection, statutory exception or special terms, Veleo checks whether the fee applies and its amount before invoicing or settling it.

This edition 1.2 applies to new Requests created after it is made available on the Platform where the Customer confirmed edition 1.2 when creating the Request. For previously created Requests and Orders, the texts accepted at the time and any separately agreed terms remain decisive, even if an Offer is accepted later. The new edition does not apply to them retroactively. The Platform retains the original texts in its archive and provides links to the recorded terms for each Order.

User Age

The registration of the user account and the creation of a new request are addressed to persons who have reached 18 years of age. This is explicitly confirmed by the user when registering or creating Request. An adult user can also order Transport for minors; the age limit applies to the customer and the user of the account, not to passengers. The platform does not require a date of birth or a copy of the identity document for this confirmation.

This supplement to edition 1.2 does not change the terms of Requests and Orders already created. The cancellation rules of edition 1.1 remain unchanged, and the version confirmed when the specific Request was created is decisive.