Terms of Service

Last updated: December 2024

1. Agreement to Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you and Voala AB ("Voala", "we", "us", or "our"), a company registered in Sweden with its headquarters in Karlstad. By accessing or using our same-day delivery services, website, or mobile applications, you agree to be bound by these Terms.

If you do not agree to these Terms, you may not access or use our services.

2. Description of Services

Voala provides same-day delivery services including:

• On-demand package pickup and delivery
• Scheduled deliveries within specified time windows
• Real-time tracking and delivery notifications
• Business logistics solutions
• API integration for e-commerce and business platforms

Our services are currently available in Karlstad and surrounding areas. Service availability may vary by location.

3. Account Registration

To use certain features of our services, you may need to create an account. You agree to:

• Provide accurate and complete information
• Maintain the security of your account credentials
• Promptly update any changes to your information
• Accept responsibility for all activities under your account
• Notify us immediately of any unauthorized use

4. Booking and Pricing

4.1 Booking Process

When you book a delivery, you agree to provide accurate pickup and delivery addresses, package details, and contact information. A booking is confirmed only when you receive confirmation from us.

4.2 Pricing

Prices are displayed before you confirm your booking and are based on factors including distance, package size, and delivery urgency. All prices include applicable VAT. We reserve the right to adjust prices with reasonable notice.

4.3 Payment

Payment is required at the time of booking unless you have a business account with invoice terms. We accept major credit/debit cards, Swish, and invoice payment for approved business accounts.

5. Package Requirements

5.1 Acceptable Items

We deliver packages up to 30 kg and 120 cm in any dimension. Packages must be properly packaged and clearly labeled with recipient information.

5.2 Prohibited Items

The following items are prohibited from delivery:

• Illegal substances or items
• Hazardous materials, explosives, or flammable goods
• Weapons or ammunition
• Live animals
• Perishable goods without proper packaging
• Cash, securities, or negotiable instruments
• Items requiring special permits or licenses

We reserve the right to refuse or return any package that violates these restrictions.

6. Delivery Terms

6.1 Delivery Windows

We make every effort to deliver within the estimated time window. However, delivery times are estimates and not guarantees. Delays may occur due to traffic, weather, or other circumstances beyond our control.

6.2 Delivery Attempts

If delivery cannot be completed (e.g., recipient unavailable, incorrect address), we will attempt to contact you. Additional delivery attempts or address changes may incur extra charges.

6.3 Proof of Delivery

Upon delivery, we may collect proof of delivery including recipient name, signature, or photo documentation. This serves as confirmation that delivery was completed successfully.

7. Cancellations and Refunds

7.1 Cancellation by Customer

You may cancel a booking according to the following policy:

• Before driver assignment: Full refund
• After driver assignment, before pickup: Cancellation fee may apply
• After pickup: No refund available

7.2 Cancellation by Voala

We may cancel a booking if we cannot fulfill the delivery due to circumstances beyond our control, if the package violates our terms, or for safety reasons. In such cases, you will receive a full refund.

8. Liability and Insurance

8.1 Liability Limits

Our liability for loss or damage is limited to the declared value of the package, up to a maximum of 5,000 SEK per shipment unless additional insurance is purchased. We are not liable for indirect, consequential, or special damages.

8.2 Insurance

Basic insurance is included with all deliveries. Additional insurance coverage for high-value items is available at checkout. Claims must be filed within 7 days of delivery.

8.3 Exclusions

We are not liable for:

• Damage due to inadequate packaging
• Inherent defects in the goods
• Force majeure events
• Delays caused by incorrect information provided by you
• Items prohibited under these Terms

9. Claims Process

To file a claim for lost or damaged goods:

• Report the issue within 7 days of scheduled delivery
• Provide your order number and description of the issue
• Include photos of any damage
• Retain the original packaging for inspection if requested

We will investigate and respond to claims within 14 business days.

10. User Conduct

You agree not to:

• Use our services for any illegal purpose
• Provide false or misleading information
• Interfere with or disrupt our services
• Attempt to gain unauthorized access to our systems
• Harass or threaten our staff or drivers
• Resell our services without authorization

11. Intellectual Property

All content, trademarks, logos, and intellectual property on our platform are owned by or licensed to Voala. You may not use, copy, or distribute our intellectual property without prior written consent.

12. Privacy

Your use of our services is also governed by our Privacy Policy, which describes how we collect, use, and protect your personal information. By using our services, you consent to our data practices as described in the Privacy Policy.

13. Modifications to Terms

We may modify these Terms at any time. Material changes will be communicated via email or through our platform. Continued use of our services after changes become effective constitutes acceptance of the modified Terms.

14. Termination

We may suspend or terminate your account if you violate these Terms, engage in fraudulent activity, or for any other reason at our discretion. You may close your account at any time by contacting us.

15. Governing Law

These Terms are governed by the laws of Sweden. Any disputes arising from these Terms or your use of our services shall be resolved in the courts of Sweden, with Karlstad District Court as the court of first instance.

16. Dispute Resolution

Before initiating legal proceedings, you agree to attempt to resolve any dispute informally by contacting us. For consumer disputes, you may also contact the Swedish National Board for Consumer Disputes (ARN) or use the EU Online Dispute Resolution platform.

17. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

18. Contact Information

For questions about these Terms, contact us: