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: 1.1

Article 1 – Subject matter

These Payment Terms supplement the General Terms and Conditions for Customers and the General Terms and Conditions for Carriers. They govern the payment step leading to formation of the contract of carriage, receipt of the Transport Price, payment identification and records, the Carrier's Completion Confirmation, voluntary Customer Confirmation, the 24-hour period for a Settlement Objection, temporary suspension, refunds, payouts to the Carrier and separate invoicing of Veleo's Commission or cancellation platform fee.

Article 2 – Legal and contractual status of the payment received

Veleo receives the Transport Price under a separate mandate and authorisation granted by the Carrier, in the Carrier's name and on its behalf. Veleo is not the provider of Transport itself or the recipient of the Transport Price on its own behalf; Veleo's own revenue consists primarily of commissions and other agreed platform-service fees.

Due receipt and allocation of the full Transport Price at the payment point or account designated by Veleo, within the payment deadline displayed by the Platform, creates the contract of carriage directly between the Customer and the Carrier. At that same moment, the Customer's monetary obligation to the Carrier is deemed discharged to the extent received. Veleo keeps internal records of the amount attributable to the specific Order and Carrier.

Veleo does not provide users with a separate payment account, electronic wallet or ability to deposit and withdraw an unrestricted cash balance. Every payment received is linked to a specific Order. Unless the Platform expressly states that a regulated escrow or safeguarding solution is used, users must not regard the payment mechanism as such a service.

Article 3 - Methods of payment and identification

The Customer pays the Transport Price in the payment step after selecting an Offer or after the Carrier approves a Counteroffer, using a payment method available for the Order. The Platform may support, in particular, bank transfers, QR payments or another method available in the payment step. Neither selection of an Offer nor approval of a Counteroffer alone creates a contract of carriage.

The Customer must state the Order number, payment reference or other identifier specified by the Platform and make payment within the displayed payment deadline. If payment cannot be reliably allocated, Veleo may request payment confirmation or other information; no contract of carriage arises until payment is identified.

If the entire Transport Price is not properly received and allocated within the payment period, the reservation may be cancelled and the contract of carriage will not be established. The late payment does not in itself constitute a contract; Veleo will return it if the parties do not create a new payment step under current conditions.

Article 4 – Confirmation of completion by the carrier

After performing Transport, the Carrier confirms completion of the service through the Platform. This confirmation is the Carrier's declaration that the service was performed in accordance with the Order; depending on the nature of the service, the Carrier attaches or retains available reasonable evidence of performance.

The carrier's endorsement may be supported in particular by the signature or confirmation of the consignee, the delivery document, CMR/e-CMR, photo, time or location record, if its use is lawful, or by other appropriate evidence. A one-off PIN is used as a voluntary Customer Confirmation according to the following article, not as unilateral evidence created by the Carrier.

Article 5 – Customer Confirmation and the 24-hour Objection period

After Transport 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. Customer Confirmation records that the Customer raised no apparent reservations at the time of confirmation and allows Veleo to initiate payout to the Carrier immediately. The Customer should provide the PIN only after the service has actually been performed.

Neither Customer Confirmation nor the PIN waives 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. If the Customer has an apparent reservation at handover, they should not confirm successful completion and should notify the Carrier immediately.

If the Customer does not give voluntary Customer Confirmation, Veleo notifies them of the Carrier's Confirmation of Completion and the exact end of the 24-hour period. To stop the standard payout because of a problem, the Customer must deliver an Objection to Veleo through the Platform or at help@veleo.sk within this period. The Customer must also inform the Carrier promptly; informing the Carrier alone does not guarantee that Veleo's payout will be stopped.

If Veleo does not receive an Objection within the period, after 24 hours it may treat the Order as unopposed solely for settlement purposes and initiate payout of the Transport Price to the Carrier. Expiry of the period does not confirm that the consignment is free of hidden damage and does not waive the Customer's statutory claims.

Article 6 – Procedure for a timely Objection

Timely Objection will normally suspend the payment of the Order concerned. Veleo may, depending on the nature of the problem, suspend the entire amount or only the contested part. The carrier shall provide the requested evidence and opinion without undue delay, as a rule within 3 working days.

Veleo only assesses how to deal with payment under pre-agreed rules; it does not definitively decide on legal liability for damage. In the event of damage, partial loss or delay, Veleo may create a short period for the exchange of evidence and agreement of the parties, as a rule not more than 5 working days. The time limit may be extended in agreement with the parties, legal or bank impediment, insurance review, suspected fraud or request of the Authority.

Article 7 – Refund rules

The refund shall normally be made to the account or means of payment from which the original payment has been received, unless the law, technical rule or certified agreement provides otherwise. Veleo may carry out appropriate identity and payment data verification before the refund.

Article 8 – Payment of the Transport Price to the Carrier

Veleo initiates payout to the Carrier of the Transport Price due after taking account of any justified refund, chargeback or other adjustment of the specific Order. Veleo's standard Commission, monthly fee and other ordinary platform fees are not deducted from the standard payout of the Transport Price; they are invoiced separately to the Carrier. The exception is valid cancellation less than 48 hours before the scheduled start, where Veleo, under an express mandate, refunds 70% to the Customer, pays 25% of the Transport Price to the Carrier and applies 5% against the separate cancellation platform fee owed by the Carrier to Veleo.

If successful completion has been voluntarily confirmed by the Customer, Veleo can initiate the payout immediately. If the voluntary confirmation has not been provided and there is no timely objection or other valid obstacle after the 24-hour window, Veleo will initiate the payout without undue delay. The obligation of Veleo to make a bank transfer is deemed to have been fulfilled by sending the correct payment order; the time of credit to the carrier's account depends on banks and payment infrastructure.

Article 9 – Separate invoicing of Veleo Commission

Veleo's standard Commission is a separate claim against the Carrier for intermediation and platform services and is not part of the Transport Price received in the Carrier's name. Entitlement to standard Commission arises after successful completion of Transport in accordance with the Carrier Terms. For valid cancellation by the Customer less than 48 hours before the scheduled start, no standard Commission for successful Transport arises; instead, a special cancellation platform fee of 5% of the original Transport Price is owed by the Carrier to Veleo.

Veleo may invoice standard Commission separately after each successful Transport or collectively for a regular settlement period, normally a calendar month. The amount and due date are governed by the Price List, the relevant plan and the document issued. The payment authority to receive the Transport Price does not authorise Veleo automatically to deduct standard Commission from the payout. However, through the separate payment mandate the Carrier expressly authorises Veleo, on valid late cancellation, directly to settle the 5% cancellation platform fee from the retained cancellation amount; this fee is not additionally charged to the Customer.

Article 10 – Settlement after the initial review

If, following the basic review of a dispute about damage, partial loss or delay, there is no agreement between the parties, clear refund condition approved in advance, legal ground for a refund, chargeback or binding decision, Veleo may settle the undisputed Transport Price with the Carrier. This does not determine the Customer's claim for damages.

If part of the price of transport between the parties is undisputed, Veleo may pay the undisputed part and only leave the disputed part temporarily suspended if technically and legally so allowed by the method of payment chosen.

Article 11 – Refund or adjustment after a previous payout

If, after the Carrier has been paid, an obligation to make a refund arises under an agreement, a valid cancellation rule, legislation, a chargeback or a binding decision, the Carrier must repay the corresponding amount to Veleo. To the extent permitted by law, Veleo may set it off against current or future payouts to the Carrier. Such set-off concerns a specific refund or chargeback claim and does not apply to the separately invoiced standard Veleo Commission; this does not affect the separate direct settlement of the 5% cancellation-platform fee under Article 9.

The late complaint of the Customer does not in itself entitle Veleo to withdraw the amount already paid to the Carrier. Such intervention shall require a contractual, legal or other binding legal ground.

Article 12 – Suspension for security, banking and legal reasons

Veleo may proportionately suspend payment allocation, a refund or payout on suspicion of fraud, a fictitious transaction, misuse of the Platform, manipulation of Completion Confirmation, sanctions risk, an identity or bank account mismatch, a chargeback or technical incident, or at the request of a bank, payment service provider or public authority.

The suspension shall last only for the period reasonably necessary to verify or comply with the mandatory instruction. Veleo will not provide information whose disclosure is prohibited or could interfere with a security measure or an investigation.

Article 13 – Records and payment infrastructure

Every payment received through the Platform is recorded against a specific Order and Carrier. A bank or authorised payment service provider may technically process the payment according to the method made available by the Platform. If funds are received into a Veleo bank account that is not a segregated safeguarding or escrow account, Veleo does not describe it as such; it maintains internal transaction records, reconciles them regularly and ensures sufficient liquidity to cover recorded obligations to Carriers and eligible refunds.

Veleo will not intentionally use funds recorded as belonging to the Carrier to finance its own operating expenses. On valid late cancellation, the amount belonging to the Carrier after the 70% refund is determined taking account of the expressly agreed settlement of the 5% cancellation platform fee; the Carrier receives 25% of the original Transport Price. This internal rule does not change the legal classification of the payment activity or create statutory safeguarding rights for users under the payment institution regime.

Article 14 – Complaints and legal claims

Payment Objection within 24 hours is separated from the claim of the Transport itself. The carrier shall be responsible for the damage, loss, theft, delay and other breach of the contract of carriage under the applicable legal regime. Specific time limits and rules of the CMR Convention may apply to international road freight transport.

Veleo may provide technical cooperation and records when a claim is pursued, but does not provide compensation from its own funds or reimbursement for damage caused by the Carrier unless Veleo itself is liable for it under the law.

Article 15 - Final provisions

Veleo may amend or supplement payment methods. The specific conditions of a bank or an authorised payment service provider may also be applied to a specific payment method if they are made available to the Customer or the Carrier and apply to the transaction.

These Payment Terms form part of the Platform's contractual framework and enter into force on 9 November 2026.

Special rules for the 1% cancellation charge 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 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 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.

The exception to standard payment of the Transport Price also includes the 1% cancellation charge under this edition: for a paid Order cancelled at least 48 hours before commencement, 99% is returned to the Customer and 1% is settled against the Customer's obligation to Veleo based on the Customer's consent and payment authorisation. In this case, the Carrier has neither a payout entitlement nor an obligation to pay this 1%; it is not the Carrier's standard Commission.

This edition 1.1 applies to new Requests created after it is made available on the Platform where the Customer confirmed edition 1.1 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.