Terms of Service

1. Definitions

• Platform - Heva mobile applications (Customer and Courier apps), web portal and associated infrastructure
• Operator - HeVa Technology OÜ
• Customer - any individual or business entity ordering delivery services through the Platform
• Courier - an independent carrier fulfilling delivery orders through the Platform
• Order - a delivery request created by the Customer
• Cargo - goods, packages or freight submitted for delivery through the Platform
• Service Area - the Republic of Estonia

2. Platform role

The Operator runs the Platform as a technology marketplace connecting Customers with Couriers. The Operator is not a freight, transport or logistics company.

• Couriers are independent contractors, not employees or agents of the Operator
• These Terms do not create an employment relationship, partnership or joint venture
• The Operator does not guarantee Courier availability for every Order

3. Account registration

To use the Platform, you must:

• Be at least 18 years old
• Provide accurate registration information
• Maintain account security
• Report any unauthorised use immediately

Customers may register as individuals or businesses. Business accounts get additional features (invoicing, multi-user management).

Courier registration additionally requires:

• Valid driving licence and vehicle registration
• Insurance documentation
• Identification for verification
• Compliance with commercial freight transport laws
• Passing the Operator's approval process

4. Customer terms

Services and vehicles:

• Delivery - immediate delivery, driver dispatched right away
• Pre-booking - scheduled delivery for a specific date and time
• Car - smaller packages
• Van - medium-sized cargo
• Long Van - larger cargo

Pricing consists of a trip start fee, loading time and per-minute rate. The total price is shown before confirmation. No hidden fees.

Customer responsibilities:

• Provide accurate addresses and contact details
• Ensure proper packaging of cargo
• Ensure cargo complies with applicable laws
• Be available at the delivery address
• Not submit prohibited items

Cancellation before pickup is free. Cancellation after Courier arrival may incur a fee. Repeated cancellations may restrict your account.

5. Courier terms

Orders are assigned via dispatch algorithm (proximity, capacity, vehicle type, availability). Couriers may accept or decline. Upon acceptance, the Courier must complete the delivery.

Courier responsibilities:

• Maintain valid licence, registration and insurance
• Keep the vehicle in safe condition
• Handle Cargo with reasonable care
• Comply with all traffic laws
• Complete deliveries on time and provide proof of delivery

Earnings and payments:

• Fee per completed delivery (minus service commission)
• Earnings accumulate in the in-app wallet
• Weekly payouts to registered bank account
• Couriers are solely responsible for their own tax obligations

Cancellation is only permitted with valid reason (vehicle breakdown, accident, safety risk). Frequent cancellations may lead to suspension.

6. Insurance and liability

All deliveries are covered by insurance (from Courier pickup to confirmed delivery).

Insurance applies provided:

• Cargo is properly described and packaged
• Cargo does not contain prohibited items
• Courier handles Cargo with care
• Claims are submitted promptly through the Platform

The Operator is not liable for:

• Delays caused by traffic, weather or external factors
• Damage from improper packaging by the Customer
• Indirect or consequential damages
• Force majeure events

Total liability is limited to fees paid through the Platform in the 12 months preceding the claim.

7. Prohibited items and conduct

Prohibited cargo:

• Illegal substances and contraband
• Explosives, firearms and weapons
• Hazardous or toxic materials
• Live animals (unless separately authorised)
• Perishable goods requiring temperature control (unless service supports it)
• Stolen goods and human remains

Prohibited conduct:

• Providing false information
• Using the Platform for illegal purposes
• Harassing or threatening other users
• Circumventing the Platform (direct agreements between parties)
• Manipulating pricing, ratings or the dispatch system
• Sharing account credentials

8. Data protection and privacy

The Operator processes personal data under the GDPR and Estonian data protection laws.

Data collected:

• Account registration data
• Location data
• Transaction and payment data
• Communication and device data

Your rights under GDPR:

• Access your personal data
• Rectify or delete data
• Restrict processing
• Data portability
• Withdraw consent

Data is retained during active account period and as required by law after closure. Contact: info@heva.me.

9. Payments

• Customer payments are processed via approved payment methods
• Prices include applicable taxes unless otherwise stated
• Business accounts receive invoices
• Courier payouts are processed weekly
• Refund requests are reviewed on a case-by-case basis

10. Dispute resolution

• Disputes are first resolved internally (in-app support or info@heva.me)
• Goal: acknowledgement within 24 hours, resolution within 7 business days
• Mediation via Estonian Consumer Disputes Committee if needed
• Governed by the laws of the Republic of Estonia (Harju County courts)

11. Intellectual property

The Platform (design, software, content, trademarks) is owned by HeVa Technology OÜ. Users receive a limited, non-exclusive, revocable licence for intended use. Copying, modifying, distributing or reverse-engineering the Platform is prohibited.

12. Changes to terms

The Operator may modify these Terms at any time. Updates will be published on the Platform and communicated via notification. Continued use constitutes acceptance.

13. Termination

Users may terminate their account at any time (zero balance, no active Orders required).

The Operator may suspend or terminate accounts for:

• Breach of these Terms
• Fraudulent conduct
• Prolonged inactivity

Upon termination, Platform access is revoked, outstanding payments remain due, and Courier wallet balances are settled within 30 days.

14. Other provisions

• Force majeure - the Operator is not liable for failures caused by circumstances beyond its control (natural disasters, pandemics, war, power outages, etc.)
• Severability - if any provision is found unenforceable, it is modified minimally; remaining terms stay in effect
• Entire agreement - these Terms together with the Privacy Policy constitute the full agreement regarding Platform use

15. Contact

HeVa Technology OÜ · info@heva.me · heva.me

By using the Heva Platform, you confirm that you have read and agreed to these Terms of Service.