Terms & Conditions

Please read these Terms carefully before using the Platform. They include a limitation of liability, an assumption-of-risk clause and an indemnity, each of which affects your legal rights.

1. Acceptance of Terms

These Terms & Conditions ("Terms") form a binding agreement between you and TheMoveo (Pvt) Ltd ("themoveo", "we", "us"), a company registered in Sri Lanka under Business Registration No. PV00362879, with its registered office at 102/1 MPCS Road, Akkaraipattu-2, Sri Lanka. By creating an account, accessing or using the themoveo mobile application or website (the "Platform"), you agree to be bound by these Terms in full. If you do not agree, please do not access or use the Platform.

2. Definitions

• "Platform" means the themoveo mobile application and website.
• "Customer" means a user who books Rides or places Orders through the Platform.
• "Partner" means an independent driver, rider or food merchant registered to fulfil Orders or Rides through the Platform.
• "Order" means a food order placed through the Platform.
• "Ride" means a transport booking made through the Platform.
• "Fare" means the total amount payable by a Customer for an Order or Ride.
• "Content" means any text, rating, review, photo or other material submitted by a user through the Platform.

3. Nature of Service & Relationship of the Parties

themoveo operates a technology platform that connects Customers with independent transport drivers and food merchants. themoveo is not itself a transport carrier, taxi operator, logistics provider or food business: we do not own vehicles, employ drivers, prepare food, or run restaurants or kitchens. Partners are independent contractors or independently owned businesses that contract directly with Customers for the underlying Ride or Order, and no partnership, joint venture, agency, franchise or employment relationship arises between themoveo and any Customer or Partner as a result of these Terms or use of the Platform. themoveo does not control, direct or supervise how a Partner carries out a Ride or fulfils an Order, and is not a party to the contract of carriage or sale formed between a Customer and a Partner. All services are provided within Sri Lanka and governed by Sri Lankan law.

4. Eligibility & Account Registration

You must be at least 18 years old, and legally capable of entering into a binding contract under Sri Lankan law, to register an account or transact on the Platform. By registering, you represent and warrant that all information you provide (including your identity, age and, for Partners, your licensing, ownership and business documentation) is accurate, current and complete, and you agree to keep it that way. Only one active account is permitted per person or business unless themoveo agrees otherwise in writing, and we may decline to open, or may suspend, any account at our discretion. You are responsible for keeping your account credentials confidential and for all activity carried out under your account, whether or not you authorized it, except where that activity results from themoveo's own gross negligence or willful misconduct.

5. Subscription-Based Model for Partners

Food merchant and driver Partners pay themoveo on a flat subscription or token-pack basis, not a per-order or per-trip commission. Customers are not charged a hidden platform commission on top of the standard Fare or order total. Pricing is shown in full before checkout. Because themoveo's revenue comes from Partner subscriptions and token packs rather than a cut of each transaction, Partners keep 100% of the Fare paid by the Customer. themoveo may change subscription and token-pack pricing for Partners on reasonable prior notice.

6. User Conduct

You agree not to:

• Use the Platform for any unlawful, fraudulent, deceptive or abusive purpose
• Provide false, inaccurate or misleading information, or impersonate another person or entity
• Harass, threaten, discriminate against or endanger drivers, merchants, riders or other users
• Attempt to circumvent the Platform to transact directly with a Partner to avoid applicable fees
• Submit fraudulent, exaggerated or repeated false claims for refunds, credits or compensation
• Interfere with, reverse-engineer or compromise the security or normal operation of the Platform
• Use the Platform to transmit unlawful, defamatory, obscene or infringing Content
• Request, offer or facilitate the transport or delivery of any item prohibited under Section 7

Breaching this section may result in immediate suspension or termination of your account and forfeiture of any pending credits, and, where warranted, in a referral to law enforcement or a regulatory authority, without prejudice to any other remedy available to themoveo.

7. Prohibited Items & Activities

The Platform may not be used to request, offer or facilitate the transport or delivery of:

• Illegal drugs or controlled substances
• Firearms, ammunition or weapons
• Stolen or counterfeit goods
• Any other item whose sale, possession or transport is restricted or prohibited under Sri Lankan law

Where a merchant Partner offers alcohol or tobacco products, those items may only be delivered to a Customer who is 18 or older and able to produce valid government-issued identification on request. themoveo and its Partners may refuse delivery where age cannot be verified, and no refund is owed where delivery is refused on that basis. Using the Platform to facilitate any unlawful activity, including trafficking of persons or goods, will result in immediate, permanent account termination and a referral to the relevant law enforcement authority.

8. Partner Verification & Responsibilities

themoveo carries out commercially reasonable checks on the documents a Partner submits at onboarding, among them identity, licensing, vehicle registration and business registration. We do not guarantee, and take no responsibility for, whether a Partner's documentation, licenses, permits, insurance or food-handling certification stays valid or gets renewed after that point. Food quality, accuracy, packaging, hygiene and food safety remain the responsibility of the merchant Partner fulfilling the order. themoveo does not prepare, store, handle or inspect food. In the same way, a vehicle's roadworthiness, its insurance, the driver's licensing, compliance with traffic law and passenger safety are matters for the individual transport Partner concerned. themoveo matches the parties but does not direct or supervise how a Partner runs their business day to day, and is not liable for a Partner's acts, omissions, negligence or breach of law.

9. Background Checks & Safety Disclaimer

themoveo takes commercially reasonable steps to verify a Partner's identity and the documents submitted at onboarding, but it does not run an exhaustive criminal background check in every case, and cannot guarantee that any Partner or Customer has no history of criminal conduct, traffic offences or other misconduct. Every interaction between a Customer and a Partner takes place subject to the assumption-of-risk acknowledgement in Section 10. If you become aware of a safety concern involving another user, report it to the Police (119 / 118) or the nearest relevant authority first, and separately let themoveo support know so we can act on it within the Platform.

10. Assumption of Risk

Using on-demand transport and food delivery carries risks that come with the activity itself, among them road traffic accidents, delays, food allergies, foodborne illness, and the conduct of other Customers and Partners, none of which themoveo controls. You take on these risks yourself, so far as Sri Lankan law allows a person to do so, and themoveo is not liable for death, personal injury, illness or property damage arising out of a Ride or Order unless it was directly caused by themoveo's own gross negligence or willful misconduct. This clause does not exclude or limit any liability that the law does not permit us to exclude or limit.

11. Ratings, Feedback & Account Deactivation

Customers and Partners may rate and review one another after each Order or Ride. Ratings help us maintain quality and safety on the Platform, and an account whose rating consistently falls below the applicable minimum, or that draws credible reports of unsafe or abusive conduct, may be suspended or permanently deactivated at themoveo's discretion. Where a rating is given in good faith, themoveo is not liable for any loss of income, reputation or opportunity that results from it.

12. Safety Features & In-Trip Recording

The Platform may offer safety features such as an in-app emergency or SOS button, trip sharing with trusted contacts, and driver or vehicle identification. These are offered on a best-efforts basis and do not guarantee that an incident will be prevented or responded to immediately. Driver Partners may use dashcams or similar devices that record audio and video during a Ride for safety and dispute-resolution purposes. By taking a Ride, you accept that the trip may be recorded, as described in our Privacy Policy.

13. Payments & Taxes

themoveo supports card payment through the PayHere payment gateway, cash on delivery for food Orders, and cash on ride for transport bookings. Card transactions are processed in Sri Lankan Rupees under PayHere's standard protocols, and themoveo is not liable for outages, errors, delays or security incidents on PayHere's platform that fall outside our reasonable control. For cash transactions, the Partner collects payment directly at the point of delivery or drop-off. A dispute over the amount collected is primarily a matter between the Customer and that Partner, and while themoveo will help in good faith, we cannot guarantee recovery of cash already paid to a Partner. Fares shown in the app include applicable government taxes and levies unless stated otherwise, and you remain responsible for any tax arising from your own use of the Platform. A receipt is issued through the app for both card and cash transactions.

14. Product, Menu & Fare Information

Menu items, prices, photos, descriptions and availability are supplied directly by the relevant merchant Partner, and an estimated Fare is calculated by the Platform from distance, time and other factors. themoveo makes reasonable efforts to display this information accurately but does not guarantee it is complete, current or error-free, and is not liable for a discrepancy between what the Platform shows and what a Partner actually provides. Prices may change without notice, and a promotion or discount is valid only for the period, and on the terms, stated when it is offered.

15. Order Refusal & Cancellation by themoveo

Placing an Order or requesting a Ride is an offer to purchase, which themoveo or the relevant Partner may accept or decline. themoveo may refuse or cancel an Order or Ride for reasons that include, without limitation, unavailability of the item or driver, an error in the price or in product or fare information shown on the Platform, suspected fraud or abuse, or a safety concern. Where themoveo cancels an Order or Ride on one of these grounds before it is fulfilled, any amount already charged is refunded in line with our Refund Policy.

16. Promotions, Discounts & Referral Codes

themoveo may offer promotional codes, discounts or referral credits from time to time, subject to any additional terms disclosed when the offer is made. We may modify, suspend or cancel a promotion at any time, and may withhold or reverse a promotional credit obtained through fraud, abuse or a breach of these Terms. Promotional credits have no cash value and cannot be redeemed, transferred or exchanged for cash.

17. Cancellations & Refunds

Cancellation windows, refund eligibility and settlement timelines for Orders and Rides are set out in our Refund Policy, which forms part of, and is incorporated by reference into, these Terms.

18. Intellectual Property & User Content

All trademarks, logos, app design, software and content on the Platform, aside from user-submitted Content, belong to themoveo or its licensors. You may not copy, reproduce, modify, distribute or reverse-engineer any part of the Platform without our prior written consent. By submitting Content (a rating, review, photo or other feedback), you grant themoveo a worldwide, royalty-free, sub-licensable, perpetual license to use, reproduce, adapt and display it in connection with operating, improving and promoting the Platform, and you confirm that you own it or otherwise have the right to submit it.

19. No Warranty

THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE," WITHOUT WARRANTY OF ANY KIND, WHETHER EXPRESS, IMPLIED OR STATUTORY, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE OR NON-INFRINGEMENT, OR THAT THE PLATFORM WILL BE UNINTERRUPTED, TIMELY, SECURE OR ERROR-FREE. themoveo does not warrant the quality, safety, legality or availability of any Ride, Order or Partner. This clause applies so far as Sri Lankan law allows, and does not take away any statutory right that cannot lawfully be excluded.

20. Service Availability & Technical Issues

themoveo does not guarantee that the Platform will be available at all times or free from interruption, delay or error, whether because of scheduled maintenance, an outage at a third-party provider such as PayHere, a mapping service or an SMS gateway, or some other factor outside our reasonable control. Estimated delivery and pickup times shown in the app are estimates only, and may vary with traffic, weather, order volume and other factors beyond themoveo's control. Beyond any remedy specifically available under our Refund Policy, themoveo is not liable for an Order or Ride that is lost, delayed or otherwise affected by that kind of unavailability.

21. Limitation of Liability

Save as required by law, themoveo's total liability arising out of or connected with any single Order or Ride, however that liability arises, whether in contract, tort or otherwise, will not exceed the total Fare the Customer actually paid for that Order or Ride. themoveo is not liable for indirect, incidental, special, consequential, exemplary or punitive damages, or for loss of profit, data, goodwill or opportunity, even where we were told such damages were possible. Nor is themoveo liable for the acts, omissions, negligence, fraud or misconduct of independent Partners or other users, whether that takes the form of poor food quality, a late delivery or a driver's conduct. This clause does not exclude or limit liability for death or personal injury caused by themoveo's own gross negligence, for fraud, or for anything else the law does not allow us to exclude or limit.

22. Indemnification

You agree to indemnify, defend and hold harmless themoveo, its directors, officers, employees and affiliates against any claim, liability, damage, loss or expense, including reasonable legal fees, arising out of or connected with:

• Your use or misuse of the Platform
• Your breach of these Terms or of any applicable law
• Your violation of another user's, a Partner's, or a third party's rights
• Any Content you submit
• Any dispute between you and a Partner or another Customer

This indemnity applies whether the claim is brought by another user, a Partner or an unrelated third party.

23. Suspension & Termination

themoveo may suspend or terminate your access to the Platform at its discretion, with or without notice, where your conduct breaches these Terms, puts other users or themoveo at risk, or exposes themoveo to legal or regulatory liability. We are not liable for any loss that results from a suspension or termination made on this basis. You may stop using the Platform and close your account at any time by contacting support. Sections 10, 18, 19, 21, 22, 24, 27 and 29 survive termination of these Terms.

24. Force Majeure

themoveo is not liable for a failure or delay in performance caused by events beyond its reasonable control, including natural disasters, pandemics, strikes, government action, fuel shortages, internet or power outages, or civil unrest.

25. Assignment

themoveo may assign or transfer these Terms, in whole or in part, to an affiliate or successor entity without your consent. You may not assign or transfer your own rights or obligations under these Terms without themoveo's prior written consent.

26. Notices, Electronic Communications & No Waiver

themoveo may give you notice through the app, by SMS, or at the email address linked to your account, and such notice is treated as effective once sent. By using the Platform, you agree to receive communications from themoveo electronically, and accept that these satisfy any legal requirement that a communication be in writing. If themoveo does not act on a breach of these Terms right away, that does not mean we give up the right to act on it later.

27. Individual Claims Only

Any claim or dispute you bring against themoveo must be brought in your own individual capacity, not as a plaintiff or class member in a class, collective or representative proceeding, except where the law does not allow this restriction to apply.

28. Changes to These Terms

We may revise these Terms from time to time. We'll notify you of material changes through the app or by email, and continuing to use the Platform after a change takes effect means you accept the revised Terms.

29. Governing Law & Dispute Resolution

These Terms are governed by, and will be construed in accordance with, the laws of the Democratic Socialist Republic of Sri Lanka, without regard to conflict-of-law principles. You irrevocably submit to, and waive any objection to, the exclusive jurisdiction of the courts of Colombo, Sri Lanka, for any dispute arising out of or relating to these Terms, the Platform, or any Ride or Order.

30. Severability & Entire Agreement

If a provision of these Terms turns out to be unenforceable, it will be limited or removed only to the extent necessary, and the rest of the Terms remain in force. These Terms, together with our Privacy Policy and Refund Policy, form the entire agreement between you and themoveo about your use of the Platform, and replace any earlier agreement on the same subject.

31. Contact Us

TheMoveo (Pvt) Ltd
102/1 MPCS Road, Akkaraipattu-2, Sri Lanka
Email: support@themoveo.com
Phone: +94 77 633 2217