Customer Terms

1. Who we are and who your contract is with

1.1. These Customer Terms are an agreement between you and the operator of the Pereviz.Net platform identified in Section 14 (the “Provider”, “we”, “us”). They govern your use of the customer portal of the websites Pereviz.Net and VanMove.net and their subdomains (the “customer portal”) to send, receive and track parcels. The customer portal is part of the service described in the Terms of Service (the “Service”). Pereviz.Net and VanMove.net are two names of the same Service. The Terms of Service govern the use of the Service by Couriers; when you use the customer portal as a Customer, these Customer Terms apply to you instead.

1.2. In these Customer Terms:

• “Courier” means the courier, carrier or other business that uses the Service to accept and deliver parcels and through whose page in the customer portal you place or follow a parcel;
• “Customer” or “you” means a person who signs in to the customer portal to send, receive or track a parcel;
• “Shipment Data” means the data relating to a parcel: the names, phone numbers, email addresses, postal addresses and geographic coordinates of the sender and the recipient, the selected branches of postal operators, the weight and size of the parcel, photos, messages exchanged about the parcel, and its status and tracking history.

1.3. You accept these Customer Terms by signing in to the customer portal. These Customer Terms are an offer, and signing in is its acceptance under Articles 641 and 642 of the Civil Code of Ukraine and the Law of Ukraine “On Electronic Commerce”; such acceptance has the same legal force as a signed written agreement. If you do not agree with these Customer Terms, do not sign in to the customer portal.

1.4. The Privacy Policy explains how personal data is processed in the Service. By signing in, you confirm that you have read it.

1.5. The Provider only supplies the software through which the Courier publishes its routes and receives parcel requests, and through which you place, view and track parcels and exchange messages with the Courier. The Provider is not a carrier, freight forwarder, postal or courier operator, agent or intermediary. It does not take possession of any parcel, does not set prices or delivery terms, and does not decide whether a parcel is accepted, how it is carried or when it is delivered.

1.6. The contract for the carriage of your parcel (the “carriage contract”) is concluded only between you and the Courier, on the Courier's terms. The Provider is not a party to the carriage contract and is not responsible for its performance. The name of the Courier is shown at the top of its page and of the parcel form. The Courier's phone numbers, route descriptions, collection and delivery options and other information on its page are published by the Courier, which is responsible for them.

1.7. Every claim about the carriage, including the loss, damage, delay or non-delivery of a parcel, its price, payment or refund, must be made to the Courier. On request, the Provider will tell you the contact details of the Courier that are available to it, to the extent the law allows.

1.8. Your account. To place a parcel or to see its details, you sign in with your Google account; an account is created automatically when you first sign in. Google passes the Provider only the email address of your Google account; the Provider never receives your Google password. You are responsible for keeping your Google account and your devices secure. You can look up a parcel by its tracking number without signing in; only limited information about the parcel is then shown, without names, phone numbers or street addresses.

1.9. Who can see a parcel. A parcel and all its details, including the names, phone numbers and addresses of the sender and the recipient, can be seen in the customer portal by the Customer who placed it, by anyone who signs in with an email address entered for the sender or the recipient of that parcel, and by the Courier. Each of these Customers can also change or cancel the parcel while the Service allows it and exchange messages with the Courier about it.

2. Money

2.1. Using the customer portal is free of charge for you. The Provider is paid only by Couriers, under the Terms of Service.

2.2. The Provider does not receive, hold or transfer any money of Customers. The price of the carriage and the way it is paid are agreed between you and the Courier, and you pay the Courier directly.

2.3. Marks such as “paid” and amounts recorded in the Service are the Courier's own records. They are not receipts, invoices or payment confirmations of the Provider.

3. Your obligations and promises

3.1. You may use the customer portal only if you are at least 18 years old and have full legal capacity to enter into contracts. If you place a parcel on behalf of another person or a business, you confirm that you are authorised to do so.

3.2. You must enter accurate, complete and current information, including the names, addresses and phone numbers of the sender and the recipient and the weight and size of the parcel, give the Courier true information about the contents of the parcel, and keep this information up to date while the parcel is on its way. Wrong information may lead to delays, extra charges by the Courier or the return of the parcel.

3.3. Other people's data. When you enter the personal data of another person, such as the recipient or the sender, you confirm that you are entitled to share it for the purpose of the delivery and that you have told that person that the Courier will process it through the Service and where to find the Privacy Policy. Enter a person's email address only if that person may see and manage the parcel (clause 1.9).

3.4. Enter only the data needed for the delivery. Do not enter special categories of personal data, such as data concerning health, religious beliefs or political opinions, or data unrelated to the delivery.

3.5. Photos, messages and other content you upload must be lawful and must not infringe the rights of others. You keep your rights to that content and allow the Provider to store, process, transmit and display it only as far as needed to operate the Service and to comply with the law, for as long as it is kept under Section 7.

4. Prohibited items and activities

4.1. You must not use the customer portal for any of the following, or to facilitate it:

• shipments of narcotic drugs, psychotropic substances or their precursors, weapons, ammunition or explosives;
• shipments of dangerous goods in breach of the applicable rules, including the ADR Agreement;
• shipments of counterfeit or stolen goods, or of cultural property in breach of the law;
• shipments of cash, securities or other valuables, unless the Courier expressly accepts them and the law allows it;
• shipments of live animals or perishable goods, unless the Courier's rules and the law allow it;
• shipments of any other goods whose carriage, import or export is prohibited or restricted, without the required permits;
• shipments of undeclared or misdeclared goods, including commercial consignments split into parcels presented as personal items, and any other arrangement designed to evade customs duties, taxes, excise or import or export restrictions;
• shipments to, from, on behalf of or for the benefit of any person designated under the sanctions of Ukraine, the European Union, the United Kingdom, the United States (including the OFAC lists) or the United Nations Security Council, and shipments to or from any country or territory for which such shipments are prohibited or restricted by those sanctions or by the law of Ukraine, including the Russian Federation, the Republic of Belarus and the temporarily occupied territories of Ukraine;
• money laundering, terrorist financing, fraud or any other criminal offence.

4.2. You must not give false information about the sender, the recipient or the contents of a parcel in order to mislead the Courier, customs or other authorities, and you must not use another person's identity or account.

4.3. You must not interfere with the security of the Service, access it other than through its interfaces, collect data from it by automated means or use it to send unsolicited messages.

4.4. The Courier may refuse to accept or carry any parcel under its own rules and the law. The Provider may restrict your access under Section 9.

5. Customs and the law

5.1. You and the Courier are responsible, as the law and your carriage contract provide, for declaring goods to customs, for paying customs duties, taxes and other charges, and for obtaining any licences and permits required for the import or export of goods. The Provider does not perform any of these tasks.

5.2. Information in the Service, including the countries of origin and destination and any description of a parcel, is not a customs declaration or any other document for customs, tax or other authorities. The Provider is not a customs broker or customs representative and does not give legal, customs or tax advice.

6. Third-party services

6.1. The Service uses third-party services, including Google (sign-in, maps and addresses), Nova Poshta (lists of branches and waybills), Telegram and browser push services (notifications to the Courier's staff). These services are provided by their operators under their own terms, and the Provider is not responsible for them.

6.2. If you choose a branch of a postal operator, such as Nova Poshta, for collection or delivery, or state that you will send the parcel to the Courier through such an operator, the Service may request a waybill from that operator through the Courier's account with it. That part of the shipment is performed by that operator on its own terms. The operator receives the sender and recipient data needed for the waybill and processes it as an independent controller under its own rules; the automatic deletion under Section 7 does not apply to the data it holds.

6.3. Routes, addresses, maps, distances, branch details and delivery times shown in the Service are approximate and are provided for convenience only.

7. Your data and privacy

7.1. For Shipment Data, the Courier is the controller (owner of personal data), and the Provider processes that data on the Courier's behalf as a processor (manager of personal data), including when you enter it yourself in the customer portal. For your account data, namely the email address of your Google account, and for technical data, the Provider is the controller. The Privacy Policy explains this in detail.

7.2. Automatic deletion. In line with the principles of data minimisation and storage limitation (Article 5(1)(c) and (e) of Regulation (EU) 2016/679, the GDPR), the Service automatically and permanently deletes the Shipment Data of a parcel 7 days after the status of the parcel is changed to “Delivered”. Deleted data cannot be restored by the Provider or by anyone else.

7.3. Keep what you need. Before the deletion, save the tracking number and any information about the parcel that you may need, for example for a claim against the Courier. After the deletion, the Provider cannot give you this information.

7.4. Other data is kept as follows: Shipment Data of parcels that never reach the “Delivered” status, such as cancelled parcels, is kept while the Courier's account remains active; technical system logs are rotated daily and kept for 30 days and may contain parts of Shipment Data; copies kept on the devices of the Courier's staff for offline work are removed when the device next connects to the Service; your account data is kept while your account exists. Data held by third parties under Section 6 and data that the Courier has exported or copied outside the Service are not covered by the automatic deletion.

7.5. The Provider discloses personal data to public authorities only where a lawful and binding decision under the applicable law requires it, and only to the extent that decision requires. Where the law requires the Provider to keep specific data, for example under a binding preservation order, the Provider keeps that data for as long as the law or the order requires.

7.6. Your rights. Subject to the applicable law, you have the right to access, rectify and erase your personal data, to restrict or object to its processing and to data portability. For Shipment Data, please contact the Courier first, as the controller; the Provider will help the Courier respond. For your account data, contact the Provider. You also have the right to lodge a complaint with a supervisory authority: in the European Union, with the authority of your member state; in the United Kingdom, with the Information Commissioner's Office; in Ukraine, with the Ukrainian Parliament Commissioner for Human Rights.

8. Our liability

8.1. The customer portal is provided free of charge, “as is” and “as available”. To the extent permitted by law, the Provider gives no warranty that the customer portal will be uninterrupted, timely, error-free or secure, that the information in it is accurate or complete, or that any data will be preserved.

8.2. To the extent permitted by law, the Provider is not liable for:

• the carriage of any parcel, including its loss, theft, damage, delay, non-delivery, return, detention, seizure or confiscation;
• customs duties, taxes, fines and other charges, and any customs, tax or other consequences of a shipment;
• acts and omissions of Couriers, senders, recipients and other users of the Service;
• acts and omissions of third-party services, including Google, Nova Poshta, Telegram, browser push services, hosting providers and communication networks;
• interruptions, errors or unavailability of the customer portal, including those caused by maintenance, failures of power supply or networks, or other circumstances beyond the Provider's reasonable control;
• the deletion of data in accordance with Section 7.

8.3. To the extent permitted by law, the Provider is not liable for indirect or consequential loss, or for loss of profit, income, business or opportunity.

8.4. If the Provider is nevertheless liable to you, its total liability arising out of or in connection with these Customer Terms and the customer portal is limited, to the extent permitted by law, to EUR 50 (fifty euros) or its equivalent in your local currency.

8.5. Nothing in these Customer Terms excludes or limits:

• liability for death or personal injury caused by negligence;
• liability for fraud or fraudulent misrepresentation;
• liability for an intentional breach of obligations (Article 614 of the Civil Code of Ukraine) or for gross negligence;
• any other liability that cannot be excluded or limited under the applicable law;
• the rights you have as a consumer under the mandatory law of the country where you habitually reside, including the UK Consumer Rights Act 2015 and the national rules implementing Council Directive 93/13/EEC on unfair terms in consumer contracts.

8.6. Your responsibility. If you intentionally breach Section 4, for example by sending prohibited goods, breaching sanctions or deliberately giving false information about a parcel, you must compensate the Provider for the losses and reasonable costs it incurs as a direct result, including fines imposed on it and reasonable legal costs. If you use the customer portal for business purposes, this also applies to any other breach of Sections 3 to 5.

9. Suspension of access

9.1. The Provider may restrict, suspend or close your access to the customer portal, in whole or in part, without prior notice, if it reasonably suspects a breach of Section 4, if the law or a competent authority requires it, or if your use threatens the security of the Service or the rights of others. Where the law requires, the Provider will inform you of the restriction and its reasons.

9.2. You may stop using the customer portal at any time and ask the Provider to delete your account using the contact details in Section 14. Deleting your account does not delete the Shipment Data of your parcels, which the Courier controls; that data is deleted under Section 7.

10. Reporting illegal content and abuse

10.1. If you believe that content in the Service, such as a Courier's page, is illegal, or that the Service is being used for a prohibited shipment or other abuse, report it to the Provider by email (Section 14). Please include the link to the page or the tracking number concerned, an explanation of why you consider it illegal or abusive, your name and email address, and a statement that you make the report in good faith and believe it to be accurate and complete.

10.2. The Provider reviews reports in a timely, diligent and objective manner, informs the person who made the report of its decision, and may restrict access to the content or accounts concerned. Where the law requires, the Provider informs the competent authorities.

10.3. Under Articles 11 and 12 of Regulation (EU) 2022/2065 (the Digital Services Act), the email address in Section 14 is the Provider's single point of contact for the authorities of the EU member states, the European Commission and the European Board for Digital Services, and for users of the Service. You can write to us in English or Ukrainian.

11. Governing law and disputes

11.1. These Customer Terms and any dispute arising out of or in connection with them are governed by the law of Ukraine.

11.2. If you are a consumer, you also keep the protection of the mandatory provisions of the law of the country where you habitually reside, as provided by Article 6 of Regulation (EC) No 593/2008 (Rome I) and the corresponding rules of other countries.

11.3. Before going to court, please send us a written complaint using the contact details in Section 14; we will reply within 30 days. This does not prevent you from going to court or from contacting a consumer protection authority.

11.4. Disputes are resolved by the competent courts of Ukraine. If you are a consumer, you may also bring proceedings in the courts of the country where you live, and we may bring proceedings against you only there, where the law of that country so provides, for example under Article 18 of Regulation (EU) No 1215/2012 (Brussels I bis).

11.5. Claims about the carriage of a parcel are made against the Courier under clause 1.7 and are governed by the carriage contract.

12. Changes to these Customer Terms

12.1. The Provider may change these Customer Terms by publishing a new version on this page with its effective date.

12.2. Changes do not apply retroactively. A new version applies to your use of the customer portal from its effective date; parcels placed before that date remain subject to the version in force when they were placed. If you do not agree with a new version, stop using the customer portal; you may ask us to delete your account.

13. General provisions

13.1. If any provision of these Customer Terms is held invalid or unenforceable, the remaining provisions stay in force.

13.2. The Provider is not liable for any failure or delay caused by circumstances beyond its reasonable control, including martial law, hostilities, attacks on infrastructure, power outages, failures of communication networks or data centres, cyberattacks and decisions of public authorities.

13.3. You may not transfer your rights and obligations under these Customer Terms to anyone else. The Provider may transfer them to a successor that continues to operate the Service, provided that this does not reduce your rights.

13.4. These Customer Terms and the Privacy Policy govern the relationship between you and the Provider. Your carriage contract with the Courier is separate from them.

13.5. A failure of the Provider to enforce any right is not a waiver of that right.

13.6. These Customer Terms are published in several languages. In the event of any discrepancy, the English version prevails, unless the law of the country where you habitually reside requires the version in your language to prevail.

14. Contact details

Provider: [Operator: legal form, full name, registration code and address]

Email for questions about these Customer Terms, complaints, reports under Section 10 and requests about your data: [contact e-mail]

The contact details of each Courier are shown on its page in the customer portal.