Draft, to be checked by a lawyer

Terms for customers

Version 2026-10-22

1. What Vanzo is

Vanzo is an app that connects you with independent van drivers. Vanzo is an intermediary: the transport itself is carried out by the driver who accepts your order, under the driver's own responsibility. Vanzo is run by GK Coding (company details: to be added).

2. Your account

You sign in with your email address and a one-time code. Keep your device safe; you are responsible for orders made from your account. You must be at least 18 years old to order.

3. Prices

• Before you order, the app shows the price for each van size. It comes from Vanzo's server and is fixed for the route shown: a detour or traffic does not change the fare.
• A booking fee is added to every order (currently €0.99). It is shown in the price.
• Loading and unloading: at the pickup and again at the drop-off the first 15 minutes are free. After that, each full minute costs the waiting price shown before you order.
• When you order, your card is authorised (held) for the price plus 30 %. Only the final price is charged at the end; the rest of the hold is released. Waiting can never cost more than this 30 % buffer.
• For a trip booked more than 24 hours ahead, the hold is made 24 hours before the pickup. If your card is not accepted then, the app asks you to confirm or change it; if it is not fixed 60 minutes before the pickup, the trip is cancelled at no cost.
• Payments are processed by Stripe. Vanzo never sees your full card number.

4. Cancelling

• Free: while Vanzo is still looking for a driver, within 2 minutes after a driver accepted, and for a booked trip up to 2 hours before the pickup.
• Later, or when the driver is already at the pickup, cancelling costs the cancellation fee shown in the app (currently €10.00).
• If you do not come to the pickup and cannot be reached, the driver may end the trip after waiting at least 10 minutes. You then pay the cancellation fee.
• If a driver cancels, Vanzo looks for another driver for you once; you pay nothing for the driver's cancellation.

5. Loading, goods and passengers

• You load and unload your goods yourself (or with your own helpers). The driver drives.
• Not allowed: dangerous goods (for example gas bottles, fuel, explosives, chemicals), illegal goods, living animals, and more weight or volume than the van can safely take.
• You are responsible for packing your goods so that they can be transported safely. Tell the driver about fragile or heavy items.
• Passengers may ride along only if the driver allows it and the van has a legal seat for them.

6. Ratings and reports

After a trip you and the driver can rate each other with 1 to 5 stars and a short comment. Comments are read only by Vanzo. Be fair and do not include personal data of others. If something went wrong (damage, a lost item, behaviour, payment), use "Report a problem" in the app up to 14 days after the trip. Vanzo aims to answer within 24 hours.

7. Liability

The driver is responsible for the transport and for the vehicle. Vanzo is responsible for running the app with due care. Vanzo is not liable for damage caused by the driver, except where the law says otherwise (for example for intent, gross negligence or personal injury). Your rights as a consumer under Austrian law stay unaffected.

8. Your account and data

You can download all your data and delete your account in the app (Account). Trips and payments are kept, anonymised, for 7 years because Austrian tax law requires it. See the Privacy notice for details.

9. Changes and law

Vanzo may change these terms for good reasons; you will be told in the app before a change takes effect. Austrian law applies. If you are a consumer, the mandatory consumer protection rules of the country where you live also apply. Contact: support (email address to be added).

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