Draft, pending legal review. The commercial figures an admin sets in the dashboard (commission per service, hold period, acceptance window) are part of this agreement as they stand on the day a booking is made. Not binding until reviewed by a lawyer in the operator's country and in the United States.
Between moovoy and the operator — the company whose details are on its business account, and which the account's owner accepted this agreement for.
1. What each side is
You are the carrier and the seller of the journey. You perform it, you choose and are responsible for the vehicle and the person driving it, you set the price, and your contract is with the customer. Payments are taken on your own payment account; you are the merchant of record.
moovoy is an intermediary. It lists you, arranges bookings, takes payment through its payment provider on your account, deducts its commission as a platform fee, holds the record, and answers customers when something moves.
moovoy does not dispatch and does not set prices. It never assigns a driver or a vehicle and never tells you which request to accept. It never sets, marks up, caps or recommends a price. Those decisions are yours.
2. Getting in, and staying in
You apply for each kind of business separately (for example, transfers and chauffeur hire). For each, moovoy asks for documents chosen by the kind of business and your country, region and city, and may ask for others, or send you a document to sign and return.
- You upload each document with its expiry date where it has one.
- moovoy judges each document on its own and gives a reason when it refuses one.
- Your company is approved for a kind of business only when every required document is approved and in date.
- Each vehicle is approved on its own documents before it can be shown.
- Insurance must name moovoy as an additional insured.
A lapsed document suspends what depends on it, automatically, on the day it lapses, with no override. Bookings already made stand; new ones stop. Approval of the renewed document lifts the suspension. You are reminded 30, 7 and 1 days before.
Your payout account (Stripe Connect, or iyzico for companies in Türkiye) is connected after approval. Until it is, nothing you publish is shown.
3. Your people
Your account has one owner — the person who registered it — and any number of admins and members. The owner and admins invite and remove people and choose what each member may do; a member can only be given abilities your company is approved for. Only the owner and admins upload documents, manage the team and connect the payout account. moovoy never approves an individual login: your licence and insurance cover your people.
Each person has their own email address and belongs to one company.
4. Prices and money
| Commission | The rate moovoy sets for the service line, the same for every operator, frozen onto each booking |
| How it is taken | As a platform fee out of the fare — never added on top |
| Currency | The currency the platform sells in |
| Payout | After the booking closes (automatically, a set time after the journey ends) and a hold period passes — both shown in your dashboard |
| Open incidents | A booking with an open incident is not paid out until it is resolved |
| Statement | Every journey, line by line, with the commission shown |
Your rate card is yours. moovoy applies it and shows customers the working — for example distance × your rate per km plus your base fare. You agree to that method: distances come from the routing provider named on the booking, measured when the price is given, and frozen onto the booking.
Chargebacks. A customer's bank may reverse a payment for up to 120 days. If a dispute is lost, the amount is deducted from your later payouts.
5. A booking
A customer's request reaches you with a deadline, set by moovoy and the same for every operator. Accept or decline before it. If you do not answer, the request expires, the customer's card hold is released, and it counts against your acceptance rate.
Once you accept, it is a contract between you and the customer. Name the driver and vehicle — the customer receives them automatically.
- A different vehicle is priced by its own rate card on the booked route, and never costs the customer more: a dearer one is a free upgrade, a cheaper one refunds the difference. A lower class, or one missing something the listing promised, needs the customer's yes; if they decline, the booking is cancelled and refunded in full. Close to pickup (the window moovoy publishes) it goes ahead with the refund and an incident. Either way it counts against your reliability.
- Extras (extra distance, time, waiting) are asked for as a quantity; the price comes from the rate card the booking was sold on, and the customer must approve each one before it is charged. Extras can be asked for only while the booking is open.
- Changes the customer asks for are accepted or declined by you within the same deadline; if you do not answer, the booking stands unchanged.
- Cancellation follows the policy you chose — flexible, moderate or strict — frozen onto each booking. If you cancel a confirmed journey, the customer is refunded in full and it is recorded as an incident.
- No-show. After waiting your published maximum, you may record that the passenger did not come; nothing is refunded, and the customer may dispute it.
6. Service areas and availability
You choose where you pick up (only where moovoy operates) and where you will drive to. Without a destination rule you take trips inside the pickup city only. You may close days and hours. A class is booked no more often at once than you have published vehicles in it.
7. Customer data
Customers' details reach you only for journeys you took, and only what is needed to perform them. You may keep a short private note and rating about a customer you carried; write facts only. moovoy holds these notes and discloses them when the law requires, including to the customer.
You are a controller of customer data for your own records: have your own privacy notice, keep data no longer than the law requires, never market to the customer directly from it, never sell it, and tell us of a breach within 24 hours.
No going around the platform. For twelve months after a customer's first journey with you through moovoy, you will not take that customer's bookings directly.
8. Reviews
Customers review you after a journey. You may answer in public; you cannot remove a review, and moovoy removes one only for breaking the published rules — never for being negative. Offering anything in exchange for a review, or for removing one, ends this agreement.
9. Ending it
You may leave with 30 days' notice; bookings already taken must still be performed. moovoy may suspend immediately for an expired document, an insurance lapse, a credible safety report, fraud, or a pattern of non-delivery; otherwise with 30 days' notice and a reason in writing.
10. Liability
You are liable to the customer for the journey and for anything that happens during it; your insurance answers a claim. moovoy is liable for the platform and for its own vetting and arrangement. Neither party limits liability for death or personal injury caused by its own negligence, or for fraud.
11. Law
The laws of the State of Delaware, United States (to be confirmed), and the mandatory law of the country where you operate, which applies to the journeys you perform there. A country-specific addendum may add to this agreement.