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 – Introductory provisions

These General Terms and Conditions govern customers' use of the Veleo online platform, the creation of requests, the acceptance and submission of price offers and counteroffers, the formation of a contract of carriage between the customer and the carrier, payment of the price, and the administration of service completion, objections, cancellations and refunds.

The platform operator is Veleo s.r.o., with the seat of Stará Hora 817/49, 951 36 Lehota, Slovak Republic, ID No.: 57 822 352, e-mail: info@veleo.sk, website: veleo.sk (hereinafter referred to as "Veleo").

Article 2 – Definitions

• Platform – the website, application and related electronic services operated under the Veleo name.
• Customer – a natural or legal person who creates a Request, responds to an Offer or orders Transport through the Platform.
• Consumer – a natural person acting outside their business, trade, profession or employment.
• Carrier – a business authorised to provide the relevant type of road transport or related service.
• Request – a non-binding request from the Customer describing the Transport required.
• Offer – the Carrier's proposal to carry out specific Transport at a price and on terms determined by the Carrier.
• Counteroffer – the Customer's proposal to change the price of an Offer. Its acceptance by the Carrier creates a binding reservation and an obligation to pay the agreed price under Article 5, subject to cancellation under Article 9. Acceptance alone does not yet create a contract of carriage; that contract arises only upon due payment.
• Order – an electronic record created after the Customer selects an Offer or the Carrier approves a Counteroffer. Until the full Transport Price has been duly received and allocated, it constitutes a reservation and a basis for payment; the contract of carriage arises only upon payment under Article 5.
• Transport Price – the total price agreed between the Customer and the Carrier for specific Transport.
• Confirmation of Completion – the Carrier's electronic declaration that it has performed the agreed Transport, supplemented, according to the nature of the service, by available appropriate evidence of delivery or performance.
• Customer Confirmation – the Customer's voluntary confirmation that Transport has been successfully completed, given directly through the Platform or by providing a one-time PIN to the Carrier after the service has been performed. For settlement purposes, it records that the Customer did not raise any apparent reservations at the time of confirmation.
• Settlement Objection – a notice delivered by the Customer to Veleo no later than 24 hours after the Carrier's Confirmation of Completion, provided that the Customer has not previously given Customer Confirmation, requesting that payment to the Carrier be temporarily suspended for a specific reason.

Article 3 – The role of Veleo

Veleo provides a technological environment and an online intermediary service through which Customers' Requests are made available to Carriers and Carriers may submit their own Offers. Veleo is not a carrier, forwarding agent, freight forwarder, vehicle owner or vehicle operator and does not itself perform Transport.

The contract of carriage arises exclusively between the Customer and the selected Carrier, and only when the full Transport Price has been duly received and allocated under Article 5. Veleo is not a party to that contract and does not act on behalf of the Customer in selecting a Carrier, setting the price or approving the commercial terms of Transport.

The Carrier determines the price and terms of the Offer. Veleo may technically facilitate the Offer, Counteroffer, selection of an Offer and approval of a Counteroffer, but is not authorised to create or change a price or approve a Counteroffer on the Carrier's behalf. Selection of an Offer or approval of a Counteroffer does not in itself create a contract of carriage; it creates a binding reservation and the payment step under Article 5, subject to cancellation under Article 9.

Under a separate authorisation from the Carrier, Veleo may receive the Transport Price in the Carrier's name and on its behalf, keep transaction records and administer a payout or refund under these terms and the Terms and Conditions for Carriers. Due receipt and allocation of the full Transport Price creates the contract of carriage between the Customer and the Carrier and, at the same time, the Customer's monetary obligation to pay that Price is deemed discharged to the extent received. The Carrier's obligation to pay Veleo's Commission is a separate contractual obligation; this does not affect the special settlement of the cancellation-platform fee under Article 9.

Article 4 – Customer registration, information and cooperation

The Customer must provide truthful, complete and up-to-date information. The Customer is responsible for the consequences of incorrect information, in particular an incorrect location, date or time, route, dimensions, weight, quantity, nature of the cargo, number of passengers or contact details.

The exact address of loading, each planned stop and unloading is a mandatory part of a Request. It is necessary so that Carriers can properly assess access to the location and the practical feasibility of Transport before submitting an Offer, taking into account the dimensions, weight, manoeuvring capabilities and other characteristics of the vehicle, access roads and local restrictions. The exact location is also needed to price the route accurately, including distance, necessary diversions, tolls and other route costs. The Privacy Policy governs the extent to which this information is disclosed and the rules for its use.

An additional telephone contact for loading, a stop or unloading is optional and is provided voluntarily by the Customer. For such a contact, the Platform does not require a name, email address, relationship to the Customer or any other personal data — only a telephone number. If the number belongs to a third party, by entering it the Customer declares that they have appropriate authority or consent from that person to provide the number to Veleo and the selected Carrier for the specific Transport and that they have enabled that person to read the Privacy Policy.

The Customer must not create fictitious Requests, manipulate prices or ratings, circumvent security or payment mechanisms, misuse a Settlement Objection to delay a payout without justification, or use the Platform for unlawful or unfair purposes.

Article 5 – Requests, Offers, Counteroffers and formation of the contract

Creating a Request does not in itself establish an entitlement to an Offer or to performance of Transport. Veleo may make the Request available to registered Carriers according to its content, availability and the Platform's parameters.

The Carrier submits its own Offer stating the price and the essential terms. The Customer may select the Offer or, if the Platform permits, submit a Counteroffer. Veleo merely provides the technical transmission of these communications. Only the Carrier may approve or reject a Counteroffer. Neither the Customer's selection of an Offer nor the Carrier's approval of a Counteroffer concludes the contract of carriage at that stage; they create a payment step with a time-limited reservation of the terms.

The contract of carriage arises only when Veleo, acting under the Carrier's authorisation, duly receives the full Transport Price and allocates it to the relevant Order within the payment deadline displayed by the Platform. The Platform retains an electronic audit trail of the Offer or approved Counteroffer, the price, the payment deadline and the time of receipt and allocation of payment. If the full Transport Price is not duly received and allocated within that deadline, no contract of carriage arises and the reservation may lapse; a late payment does not in itself create a contract and Veleo will return it unless the parties create a new payment step on the current terms.

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.

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.

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.

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 6 – Price and payment

The Transport Price is the price agreed between the Customer and the Carrier. For a Consumer, before a binding Order the Platform displays the total amount payable, including taxes and mandatory charges to the extent required by law. For a business Customer, the Platform may also display the price excluding VAT and the VAT separately where relevant.

The Customer pays the Transport Price using the method specified for the Order, in particular bank transfer, QR payment or another method supported later. Payment must be identified in accordance with the Platform's instructions and received within the displayed payment deadline. The contract of carriage arises only upon due receipt and allocation of the full amount required; Veleo records that moment and makes a confirmation available to the Customer or sends it to them. At the same moment, the Customer's obligation to pay the Transport Price is deemed discharged to the extent received.

Veleo's payment mechanism is not a user payment account, an electronic wallet or a facility for holding an unallocated balance. Each payment must be linked to a specific Order. Veleo will not describe the mechanism as regulated escrow or safeguarding unless such a service is provided by an authorised provider.

Article 7 – Confirmation of Completion and the 24-hour period

After performing Transport, the Carrier marks the Order as completed. Depending on the nature of Transport, it attaches or retains appropriate evidence, such as the recipient's signature or confirmation, a CMR/e-CMR, a delivery document, a photograph or another relevant record. The Carrier's confirmation does not in itself replace voluntary Customer Confirmation.

After Transport has actually been completed, the Customer may voluntarily confirm its successful completion directly through the Platform or by providing a one-time PIN to the Carrier. The Customer should provide the PIN only after the service has been performed and should not provide it if, at handover, they have an apparent reservation they wish to raise. Customer Confirmation allows Veleo to close the Order promptly for settlement purposes and initiate the payout to the Carrier.

Neither Customer Confirmation nor provision of the PIN constitutes a waiver of a claim for a hidden defect, damage or another breach that was not apparent at confirmation or could not reasonably have been discovered by the Customer. For international carriage of goods by road, the CMR rules on reservations remain unaffected.

If the Customer does not give Customer Confirmation, Veleo will notify them without undue delay of the date and time of the Carrier's Confirmation of Completion and the exact end of the 24-hour period for submitting a Settlement Objection. The period is 24 consecutive hours, and it must be possible to submit an Objection electronically outside business hours as well.

If the Customer does not deliver a Settlement Objection to Veleo before the 24-hour period expires, Veleo may treat Transport as uncontested solely for settlement purposes and initiate payment of the Transport Price to the Carrier. Merely reporting a problem to the Carrier is not sufficient to stop the payout; the Objection must also reach Veleo within the deadline through the Platform or at help@veleo.sk.

24 HOURS IS NOT THE TIME LIMIT FOR CLAIMS Failure to submit a Settlement Objection within 24 hours does not mean that the Customer waives the right to raise hidden damage, claim compensation, make an insurance claim or exercise any other right granted by mandatory law or the contract of carriage. However, once the Carrier has been paid, a later complaint does not in itself automatically cause the Transport Price already paid through Veleo to be withheld retrospectively.

Article 8 – Settlement Objections, review and refunds

If the Customer discovers an apparent defect, damage, non-delivery or another problem, they should inform the Carrier promptly and, where appropriate, also record a reservation in the delivery or transport document. To stop the payout through Veleo as well, the Customer must deliver an Objection to Veleo within the 24-hour period through the Platform or at help@veleo.sk. The Objection must identify the Order and the reason; the Customer must attach or provide available evidence without undue delay.

Following a timely Settlement Objection, Veleo may suspend the entire payout or only the disputed part. The initial review must be as short as possible; in an ordinary damage dispute, it will normally not exceed 5 working days unless the parties request continued negotiations or a legal, banking, safety or insurance impediment exists.

If, after review, there is no agreement between the parties, clear pre-approved refund condition, statutory ground for a refund or binding decision, Veleo may settle the undisputed Transport Price with the Carrier. This does not determine the Carrier's liability for damage, and the Customer may pursue claims directly against the Carrier, its insurer or the competent authority or court.

Veleo provides administrative and technical cooperation in the dispute, can maintain and make available relevant communication and records to a legal extent and can help the parties reach an agreement. However, Veleo is not an arbiter, a court or an insurance company and without special legal reason it does not definitively decide on compensation for damage.

Article 9 – Order cancellation and cancellation charges

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 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 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 issues the Customer an invoice for the 1% fee and settles it from the payment received; the Customer does not pay it a second time.

If the Customer cancels already paid Transport less than 48 hours before the agreed date and time of commencement, 70% of the Transport Price is refunded and 30% is retained as a cancellation charge. Of those 30 percentage points, 25 percentage points belong to the Carrier as compensation for reserved capacity, and 5 percentage points accrue economically to Veleo as a special cancellation-platform fee owed by the Carrier to Veleo and settled under the Payment Terms and payment authorisation. The Customer pays no additional cancellation fee beyond the stated 30%. If a specific Offer provides more favourable terms for the Customer, those more favourable terms apply. For a Consumer, this rule applies only to the extent permitted and proportionate under mandatory law in the particular circumstances.

If the carrier rightly refuses to load or initiate a service because the actual object, quantity, weight, dimensions, number of passengers or other essential parameter does not correspond significantly to the data in the Order and makes it impossible or renders the service dangerous or illegal, the situation may be considered as a late cancellation by the Customer if the carrier adequately documents the reason for the refusal.

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.

Article 10 – Non-performance by the Carrier

If the Transport does not take place for reasons on the Carrier's side, the Customer will be refunded the amount paid for the unrealized service. Veleo can technically make it possible to find another carrier, but does not guarantee its availability, price or time of replacement solution. The selection of a replacement offer leads to a new transport contract.

Refund of the Transport Price does not restrict the Customer's other statutory claims against the Carrier insofar as they cannot validly be excluded or restricted.

Article 11 – Goods, passengers and safety

The customer is responsible for the true and sufficient description of the consignment and for not concealing the dangerous, prohibited, high-value or otherwise regulated nature of the goods. Where a special packaging, marking, documentation, customs data or ADR procedure is required, the Customer is obliged to indicate them and secure them to the extent it is due under the Act or Agreement.

For passenger or bus transport, the Customer will provide true data on the number and needs of passengers and ensure the interaction of the persons for whom the order is made. The specific legal rights of passengers and the obligations of the carrier shall remain unaffected.

Article 12 – Damage, loss, theft and complaints

The Carrier is liable under the contract and applicable law for loss, damage, theft or deterioration of the consignment from the time it takes custody, as well as for delay and other breaches of the contract of carriage. Veleo does not take custody of the consignment or physical possession of the goods.

The customer is obliged to record a reservation on the handover if required or permitted under the applicable legal regime when the visible damage is detected. In the case of international road freight transport, CMR Convention, including rules on reservations in respect of obvious damage, written reservations in respect of concealed damage and claims for delay, may be decisive.

The 24-hour Settlement Objection is an additional Platform mechanism and does not replace or shorten statutory complaint periods. If the Transport Price has already been settled with the Carrier, Veleo may make a later refund only where there is an agreement or prior authorisation from the Carrier, a binding legal ground, or recovery of the amount by set-off or payment from the Carrier.

Article 13 – Measures of Veleo, fraud and security risks

Veleo may proportionately reject, suspend or cancel a Request, Offer, Counteroffer, Order, payout or user account where there are reasonable grounds to suspect a fictitious transaction, manipulation of price or delivery confirmation, misuse of the Platform, fraud, sanctions risk, unlawful transport, an unauthorised bank account or a security incident, or at the request of a bank or public authority.

Such an intervention does not mean that Veleo assumes the carrier's obligation to perform the service. If a service is not performed as a result of a legitimate cancellation, the payment received shall be dealt with in accordance with the Payment Terms, Regulations and Binding Instructions of the Bank or Authority.

Article 14 - Liability of Veleo

Veleo is not responsible for the Customer's choice of Carrier, performance of Transport, the driver's conduct, the vehicle's technical condition, loading and unloading, securing cargo, the safety of the consignment or passengers, licences, insurance or the Carrier's compliance with tax and administrative obligations, unless Veleo caused the damage through its own breach of a statutory or contractual duty.

To the extent permitted by law, Veleo is not liable for indirect or consequential damage, loss of profit or business loss. Where Veleo's liability cannot validly be excluded, it may be limited in a B2B relationship to the fee or Commission received by Veleo from the Order concerned; the limitation does not apply where mandatory law prohibits it, particularly in relation to a Consumer within the scope of statutory protection.

Article 15 – Consumer information and withdrawal

If the Customer is a Consumer, their mandatory rights remain unaffected. As the operator of an online marketplace, Veleo provides the information required by law before the contract is concluded, particularly the main parameters determining the ranking of Offers, the Carrier's status as a trader and the division of obligations between Veleo and the Carrier.

For a contract for the carriage of goods at a precisely agreed time or within a precisely agreed period, Act No. 108/2024 Coll. provides an exception to the Consumer's general right to withdraw from a distance contract without giving a reason. For other services, the right of withdrawal and any loss of that right are assessed according to the specific type of service and mandatory law.

If a consumer dispute concerning Veleo's service arises between a Consumer and Veleo and the Consumer is dissatisfied with the handling of a request for redress, the Consumer may refer the matter to the competent alternative dispute resolution body, subject to statutory conditions. The general consumer protection supervisory authority is the Slovak Trade Inspection, Bajkalská 21/A, 827 99 Bratislava, www.soi.sk. Disputes arising from the contract of carriage itself are pursued against the Carrier under the applicable legal regime.

Special exceptions under Section 5(7) and Section 14(6)(m) of Act No. 108/2024 Coll. apply to contracts for the carriage of passengers; this does not exclude the electronic ordering rules under Section 17(3) to (6) or other applicable passenger rights. For the carriage of goods at a precisely agreed time or within a precisely agreed period, the exception to withdrawal without giving a reason is assessed under Section 19(1)(l). The exceptions are not automatically assessed in the same way for a separate Veleo service. Statutory withdrawal, a complaint or a claim arising from a breach of the Carrier's obligations must not automatically be treated as a chargeable voluntary cancellation.

Article 16 - Accessibility of the Platform and force majeure

Veleo does not guarantee the continuous and flawless availability of the Platform. It may carry out maintenance, security interventions and updates. It shall not be liable for the delay or impossibility of fulfilling its platform obligations due to circumstances beyond reasonable control, in particular bank failure, the Internet, electricity, cyber attack, natural event, strike, war or intervention by a public authority.

Article 17 – Applicable law and final provisions

The law of the Slovak Republic will apply to the relationship between the Customer and Veleo. This does not deprive the consumer of the protection afforded to him by mandatory provisions of law which would apply to him without this choice of law. The legal regime of the contract of carriage between the Customer and the Carrier shall be assessed separately according to its nature, route and relevant legislation, including CMR, if applicable.

Veleo may change these conditions due to changes in legislation, functionality or business model. The current text will be published on the Platform and communicated in a manner appropriate to the nature of the change. The nullity of one part shall not affect the validity of the other provisions.

Related documents: Veleo Payment Terms, Veleo Platform Rules, the Privacy Policy and the specific Carrier Offer.

Transition between editions of the terms

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.