Welcome to Veya. These Terms and Conditions ("Terms") govern your access to and use of the Veya platform, including our website, mobile application, and SaaS tools (collectively, the "Platform"). By accessing or using the Platform, you agree to be bound by these Terms. If you do not agree with any portion of the terms, you shall not use the Platform.
In case of material changes to these Terms, Veya will ensure that you have access to the changes prior to a new use of the Platform.
The Platform is operated by Mystic Volt, Lda., located at Rua São João, 16, 1 Dto, Ribamar, 2640-036 Santo Isidoro Mafra, Portugal, registered with the NIPC 519039025, and contactable via email at geral@veya.club and phone at +351 913636936 ("Veya," "we," "us," or "our").
These terms shall be read and understood in connection with our Privacy Notice.
(Movers and Pros jointly referred to as "Users")
3.1. Platform as an Intermediary Veya acts solely as a technology platform and marketplace that connects Movers with Pros. Veya is not a provider of wellness, fitness, or medical services. We do not own, sell, resell, furnish, provide, manage, or control the Services offered by Pros.
3.2. Contractual Relationship When a Mover books a Service with a Pro, the contract for that Service is directly between the Mover and the Pro. Veya is not a party to that contractual relationship. Veya acts as an intermediary solely for the purpose of connecting Pros and Movers and promoting the Pros' Services.
5.1. Cancellations by Mover Cancellations are subject to the specific cancellation policy set by the Pro or the standard Veya cancellation window (e.g., 24 hours prior to the event).
5.2. Cancellations or "No-Shows" by the Pro In the event that a Pro cancels a Service or fails to attend ("No-Show"):
If a Mover is a consumer, they may have a legal right to withdraw from the contract with the Pro within 14 days without giving any reason, subject to and in accordance with applicable law and the exceptions described below. Where such a right exists, the withdrawal period generally expires 14 days after the day the contract with the Pro is concluded.
6.1. How to exercise withdrawal. To exercise the right of withdrawal from the contract with the Pro, the Mover must inform the Pro of their decision to withdraw by means of a clear statement (for example, a letter sent by post or email). The Mover may use the Model Withdrawal Form set out below, but it is not obligatory.
6.2. Effects of withdrawal; refunds. Where the right of withdrawal is validly exercised, the Pro must reimburse all payments received from the Mover, including, where applicable, standard delivery costs, without undue delay and in any event not later than 14 days from the day on which the Pro is informed of the Mover's decision to withdraw. The Pro may make the reimbursement using the same means of payment as the Mover used, unless the Mover expressly agrees otherwise. If permitted by law, the Pro may deduct any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of any goods (if applicable). Veya may facilitate the technical processing of refunds through its payment processor on the Pro's instructions, but the Pro remains solely responsible for compliance with refund obligations.
6.3. Commencement of performance and loss of withdrawal right. If the Mover requested that the performance of the Service begin during the 14-day withdrawal period, the Mover acknowledges that they may be required to pay the Pro an amount proportional to what has been provided until the time the Pro is informed of the decision to withdraw. The Mover also acknowledges that the right of withdrawal may be lost for: a. Services related to leisure activities, such as fitness or wellness sessions, where the contract provides for a specific date or period of performance; and b. Digital content or a digital service supplied by the Pro not supplied on a tangible medium, once performance has begun with the Mover's prior express consent and acknowledgment of loss of the right of withdrawal.
6.4. Cancellations outside the withdrawal right. Independently of the statutory right of withdrawal, a Pro may offer its own cancellation or rescheduling policy. Such policy is set and administered by the Pro and will be shown in the Service listing or at checkout where available. Any refunds or adjustments under a Pro's policy are the sole responsibility of the Pro. Veya may facilitate communication and payment flows but is not responsible for the Pro's policy or its application.
6.5. Model withdrawal form. The Mover may use the following form to withdraw from the contract with the Pro. The completed form should be sent directly to the Pro using the contact details provided by the Pro.
Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the contract)
- — To: [Pro name], [Pro address], [Pro email]
- — I/We hereby give notice that I/We withdraw from my/our contract for the provision of the following Service: [describe Service]
- — Ordered on: [date] / Booking reference: [reference]
- — Name of consumer(s): [name]
- — Address of consumer(s): [address]
- — Email of consumer(s): [email]
- — Signature of consumer(s) (only if this form is notified on paper): __________________
- — Date: [date]
7.1. Marketplace Disclaimer. To the maximum extent permitted by applicable law, is a neutral marketplace and platform provider only and is not a party to, nor responsible for, any interactions, communications, bookings, sessions, or transactions between Movers and Pros. Without limiting the foregoing, Veya will not be liable for any of the following:
7.2. "Use at Your Own Risk" Movers access the Platform, engage with Pros, and participate in Services entirely at their own risk. Veya does not and cannot guarantee that any Pro holds particular certifications, insurance, training, or qualifications, and Veya is under no obligation to independently verify any Pro information. Movers are solely responsible for determining whether a Service, Pro, location, or equipment is appropriate for their needs and physical condition, and for obtaining any medical advice necessary before participating. Veya does not provide medical advice and is not a healthcare provider.
7.3 No Agency; No Control; No Warranty. Pros are independent contractors and are not employees, agents, partners, fiduciaries, or joint venturers of Veya. Veya does not direct or control Pros and does not supervise or monitor their Services on an ongoing basis. To the fullest extent permitted by law, the Platform and all Services are provided "as is" and "as available," and Veya disclaims all warranties and representations, whether express, implied, statutory, or otherwise, including any implied warranties of merchantability, fitness for a particular purpose, title, quiet enjoyment, and non-infringement, and any warranties arising from course of dealing or usage of trade. Veya does not warrant that the Platform or any Service will be secure, uninterrupted, timely, error-free, accurate, or meet a Mover's requirements.
7.4. Limitation of Liability. To the maximum extent permitted by applicable law: (a) Veya will not be liable for any indirect, incidental, special, exemplary, punitive, or consequential damages; loss of profits, revenues, goodwill, or data; cost of substitute goods or services; business interruption; or failure of performance, even if advised of the possibility of such damages and even if a remedy fails of its essential purpose; and (b) Veya's aggregate liability for all claims arising out of or relating to the Platform, the Services, these Terms, or any interactions between Movers and Pros will not exceed the greater of (i) the total amounts paid or payable by the Mover to Veya in Platform fees (excluding amounts paid to Pros) in the three (3) months immediately preceding the event giving rise to the claim, or (ii) one hundred Euros (EUR100).
7.5 Exceptions. Some jurisdictions do not allow the exclusion of certain warranties or the limitation or exclusion of liability for personal injury or certain damages. Only to the extent required by applicable law, the exclusions and limitations in Sections 6.3 and 6.4 will not apply to liability for: (a) death or personal injury caused directly by Veya's gross negligence; or (b) Veya's willful misconduct. The foregoing exclusions and limitations are fundamental elements of the basis of the bargain between you and Veya.
7.6. Assumption of Risk; Medical Acknowledgment. By participating in any Service, Movers knowingly and voluntarily assume all risks, both known and unknown, including risks of bodily injury, illness, disability, death, and property damage. Movers are solely responsible for consulting with a physician or qualified health professional before beginning any new wellness, movement, or fitness regimen and for stopping any activity that causes pain, discomfort, or adverse symptoms.
7.7. Release. To the fullest extent permitted by law, Movers release and forever discharge Veya and its affiliates, officers, directors, employees, and agents from any and all claims, demands, causes of action, damages, losses, liabilities, costs, and expenses arising out of or related to: (a) acts or omissions of Pros or other users; (b) Services, sessions, or activities arranged through the Platform; (c) user content, descriptions, or communications; and (d) third-party services or sites. This release is intended to be as broad as permitted by law and applies to known and unknown claims.
7.8. Disputes Between Users. Veya is not responsible for and has no obligation to mediate or resolve disputes between Movers and Pros. Any dispute regarding the Services, scheduling, pricing, performance, safety, or outcomes is solely between the applicable Mover and Pro.
7.9. Time Limitation on Claims. Any claim against Veya arising out of or relating to the Platform, the Services, these Terms, or any interactions between Movers and Pros must be filed within one (1) year after the cause of action accrues, or such claim is permanently barred, unless a shorter period is mandated by applicable law.
Users (both Movers and Pros) agree not to:
9.1 Reporting; Cooperation. Users agree to promptly report suspected violations, safety incidents, or unlawful conduct and to cooperate with investigations, audits, and compliance checks, including by providing timely, accurate information.
9.2 Feedback and Communications. By providing reviews, ratings, or feedback, users grant Veya a nonexclusive, worldwide, royalty-free license to use and display such content in connection with the Platform, subject to applicable law. Users consent to communications related to bookings, safety, and account security.
Veya may, in its sole discretion and without notice, investigate, monitor, remove content, suspend or terminate accounts, cancel or block bookings or payments, limit or revoke Platform access, and/or report to law enforcement or regulators for any suspected violation of these Terms or applicable law. Veya may withhold, offset, or claw back amounts in accordance with these Terms and applicable law. Veya reserves the right to terminate or suspend the account of any Pro with a history of frequent cancellations or "No-Shows."
12.1. Scope and marketplace role. Veya operates an online marketplace and intermediary service. Complaints concerning the performance, quality, scheduling, cancellation, or other aspects of a Service should be directed first to the relevant Pro. Separately, Veya provides user-facing channels for complaints about decisions Veya makes regarding use of the Platform (for example, content moderation, restriction of visibility or monetisation, account suspension or termination, or alleged breaches of these Terms).
12.2. Submitting a complaint to Veya. Users may submit complaints free of charge using the in-product "Support/Report" tools where available, or by using the support contact indicated on the Platform (including the designated email address) or by post to Veya's registered address in these Terms. Please include your name, account email, booking reference (if any), a clear description of the issue, and any relevant evidence. Veya will acknowledge receipt without undue delay and will provide a reasoned decision within a reasonable time after receiving a complete complaint. Users must submit complaints within six (6) months of the notification of the relevant decision.
12.3. Statements of reasons. When Veya decides to remove or disable access to content, restrict visibility or monetisation, suspend or terminate an account, or otherwise restrict a user's ability to use the Platform, Veya will issue a statement of reasons describing the facts, the legal or contractual basis, the territorial scope and duration (where applicable), and the available redress options, including the internal complaint system and out-of-court dispute settlement.
12.4. Notice-and-action for illegal content. If your complaint concerns allegedly illegal content or activity, please use the notice-and-action mechanism provided on the Platform or contact Veya with sufficient detail to enable assessment (including the URL or unique identifier, a description of why the content is illegal, and your contact details). Veya will process notices diligently, act where appropriate, and inform the notifier of the outcome, including reasons for any decision and available redress.
12.5. No exclusion. Nothing in the above excludes the application of local complaints mechanisms (e.g. "Livro de Reclamações" in Portugal) which will be fully recognized by Veya as lawful means for receiving your complaint.
13.1. Out-of-court dispute settlement. Without prejudice to court proceedings, users may select a certified out-of-court dispute settlement body to attempt to resolve disputes concerning Veya's decisions in its capacity as a marketplace. Veya will cooperate in good faith with such bodies and give due consideration to their decisions.
13.2. Consumer ADR/ODR (information duty). If you are a consumer, you may have the right to use an alternative dispute resolution (ADR) entity competent for consumer disputes. The EU Online Dispute Resolution (ODR) platform is an option. For disputes arising from the contract with a Pro, the competent ADR entity depends on the Pro's establishment and the applicable consumer law; Veya will facilitate contacting the Pro but cannot represent the Pro.
13.3. Data and cooperation. To handle complaints and claims, Veya may request and retain information reasonably necessary to verify identity and assess the issue, and may share complaint details with the Pro or relevant third parties (e.g., payment processors, ADR/ODR bodies, or authorities) to the extent necessary and lawful. Users agree to cooperate by providing timely and accurate information.
13.4. No restriction of mandatory rights. Nothing in this section limits any mandatory rights you may have under applicable law, including consumer protection rules, or your right to bring proceedings before the courts of your habitual residence where required by law.
These Terms and any non-contractual obligations arising out of or in connection with them shall be governed by and construed in accordance with the laws of Portugal, excluding its conflict-of-laws rules and the United Nations Convention on Contracts for the International Sale of Goods (CISG). If you are a consumer habitually resident in the European Union, you will also benefit from any mandatory provisions of, and legal protections afforded by, the law of your country of residence; nothing in this Agreement limits those rights.
Any dispute arising out of or in connection with this Agreement, including any question regarding its existence, validity, or termination, shall be subject to the exclusive jurisdiction of the courts of Lisbon. If you are a consumer habitually resident in the European Union, proceedings may be brought in the courts of your country of residence, and you may submit any dispute for out-of-court resolution via the EU Online Dispute Resolution (ODR) platform where applicable.