Terms of Service — VoyagEase

1. Acceptance of Terms

Welcome to VoyagEase. These Terms explain, in clear language, the rules for using our app and website. Please read them carefully. If you don’t agree, you can choose not to use the Service.

Age Requirement: You must be at least 18 years old to use VoyagEase. Users under 18 are not permitted to register or use the Service. We reserve the right to verify age and terminate accounts that violate this requirement.

2. Service Description

VoyagEase is a peer-to-peer platform that connects travelers and requesters. Users can:

• Post trips/routes they plan to take
• Search for available trips matching their needs
• Message other users to negotiate and coordinate
• Make payments securely via Stripe (for requester)
• Receive payments (for travelers)
• Rate and review other users

VoyagEase is a marketplace platform only. We do not transport items, handle shipments, or guarantee delivery. Users are solely responsible for their transactions.

3. User Responsibilities

3.1 Prohibited Use

You agree NOT to:

• Violate any local, national, or international laws or regulations
• Transport or offer to transport prohibited items (weapons, drugs, explosives, etc.)
• Harass, threaten, or defame other users
• Engage in fraudulent transactions, payment disputes, or chargebacks
• Impersonate another person or entity
• Manipulate or fake ratings/reviews
• Spam or send unsolicited communications
• Reverse-engineer or attempt to hack the Service
• Scrape data or create bots/automated tools
• Share your account credentials with others
• Use VoyagEase for commercial shipping (without authorization)

3.2 Content You Post

You are responsible for any content you post (trip descriptions, messages, photos, reviews). You grant VoyagEase a worldwide, non-exclusive, royalty-free license to use, display, and reproduce your content.

You warrant that your content:

• Does not infringe on any intellectual property rights
• Does not contain false, misleading, or defamatory information
• Is not obscene, offensive, or discriminatory
• Does not violate anyone's privacy or rights

3.3 Customs & Prohibited Items

If you are a requester, you are solely responsible for:

• Ensuring items comply with export/import laws of all countries in the route
• Providing accurate declarations and customs paperwork
• Verifying the item is legal to send (no weapons, drugs, explosives, etc.)
• Obtaining any required permits or documentation

VoyagEase is not responsible for customs delays, confiscation, or legal consequences.

4. Payment Terms

4.1 Fees & Pricing

• Service is free to browse and message
• When payment is made: the requester pays the agreed service price plus an 8% platform commission and a €2.00 fixed service fee (example: €50 service → €56.00 total)
• Travelers receive: 100% of the agreed service price
• No Apple In-App Purchase is used; payments are for real-world delivery services between users
• Prices are in EUR. Conversions are at Stripe's current rates

4.2 Payment Processing

• All payments are processed via Stripe
• Stripe handles PCI-DSS compliance; VoyagEase never sees your card number
• Payments are subject to Stripe's Terms of Service
• By using payments, you accept Stripe's services

4.3 Protected payment

Payments are processed by Stripe. Funds remain within Stripe's payment infrastructure and are paid out to the traveller only after the requester confirms completion, or under the automatic release rules below. VoyagEase does not receive user funds into its own bank account; it instructs Stripe when a payout may be made and retains its service fee.

• Payer (requester): Funds are held safely until you release them or the auto-release deadline passes
• Traveler: Funds are released only after the requester confirms, or after auto-release if no dispute is opened
• Release and dispute actions become available from 1 day after the trip end date (UTC)
• If no action is taken, funds auto-release at the later of: trip end + 3 days, or 24 hours after payment
• This protects both parties from fraud

4.4 Cancellations, Disputes & Refunds

• Requester cancellation before trip start: full refund of the amount paid (service price + platform fees) to the original payment method
• After trip end + 1 day: requester may release funds or open a dispute until auto-release
• Disputes: traveler has 7 days to accept (full refund) or contest; if no response, full refund to requester
• Refund amount: when a refund is issued, the full Stripe charge is refunded (including platform commission and service fee)
• Banking delays of 5–10 business days may apply after Stripe processes a refund

4.5 Stripe Connect (For Travelers)

To receive payments, travelers must:

• Complete Stripe Connect onboarding
• Provide valid bank account and tax information
• Accept Stripe's Terms of Service
• Submit required identity verification (varies by country)

Stripe may hold payments pending verification. VoyagEase is not responsible for Stripe's delays or decisions.

4.6 No Chargebacks

By using VoyagEase, you agree to resolve disputes through our platform FIRST before filing chargebacks. Unauthorized chargebacks may result in:

• Account suspension or permanent ban
• Reporting to payment networks and fraud databases
• Legal action to recover chargeback fees

5. Ratings & Reviews

5.1 Honest Reviews Only

• Reviews must be honest, based on genuine experiences
• No fake/purchased reviews, spam, or manipulation
• No defamatory or abusive content
• Reviews should focus on the service, not personal attacks

5.2 Rating System

• Both payers and travelers can rate each other (1-5 stars)
• Ratings are weighted into overall user reputation
• Low ratings may impact visibility/booking frequency
• Multiple low ratings can lead to account suspension

5.3 Dispute Over Reviews

If you believe a review is false or defamatory, contact support. We will investigate and may remove reviews that violate these terms.

6. Dispute Resolution

6.1 Reporting Issues

If you have a problem with a transaction:

1. Contact the other party through in-app messaging
2. Provide evidence: Photos, messages, delivery proof
3. Report to VoyagEase if you can't reach agreement
4. VoyagEase investigates within 3 business days

6.2 Refund & Resolution

If the requester reports a problem, the traveller has 7 days to accept a refund or contest it. If the traveller does not respond within 7 days, Stripe issues a full refund to the requester automatically. Contested cases are reviewed by our support team by email. VoyagEase does not act as an arbitrator, and this process does not affect your statutory rights, your right to dispute the charge with your bank, or the ADR procedure below.

• When a refund is granted (cancellation, accepted dispute, traveler non-response, or support decision), the full amount charged is refunded via Stripe
• Platform commission and the €2.00 service fee are included in that full refund

6.3 Jurisdiction

You agree to first attempt to resolve disputes through VoyagEase's mediation process. If mediation fails, disputes shall be submitted to the competent courts of France.

7. Liability Limitations

7.1 As-Is Service

VoyagEase provides the Service "as-is" without warranties of any kind. We do not guarantee:

• Uninterrupted service availability
• Accuracy of user information or trip matches
• Safe delivery of items (users are responsible)
• User behavior or trustworthiness

7.2 No Liability for User Actions

VoyagEase is NOT responsible for:

• Accidents, injuries, or loss during trips
• Lost, damaged, or stolen items
• User disputes, threats, or harassment
• Customs problems, fines, or legal issues
• False or fraudulent listings

7.3 Indemnification

You agree to indemnify and hold VoyagEase harmless from any claims, damages, or expenses arising from:

• Your use of the Service
• Your violation of these Terms
• Your transactions and disputes
• Your content or communications

8. Intellectual Property

VoyagEase, its logo, design, and all content are owned by VoyagEase or its licensors. You agree not to:

• Reproduce, modify, or distribute our content without permission
• Use our trademarks, logos, or brand in misleading ways
• Copy features or functionality for competitive purposes

9. Termination & Account Suspension

9.1 We May Suspend/Terminate Your Account If You:

• Violate these Terms
• Engage in fraudulent activity or chargebacks
• Harass or threaten other users
• Receive multiple complaints or low ratings
• Attempt to hack or damage the Service
• Are under 18 years old

9.2 Your Account Data

• Upon termination, you lose access to the Service
• Account deletion in the app is blocked while you have active payments that have not yet been released (paid or disputed); cancel or complete those transactions first
• Active transactions will be completed or refunded according to the payment rules above
• Your data is retained per our Privacy Policy
• You may request data deletion (some data retained for legal reasons)

10. Modifications to Terms

VoyagEase may update these Terms at any time. Continued use after changes constitutes acceptance. Major changes will be communicated via:

• In-app notification
• Email to your registered address

11. Governing Law & Jurisdiction

These Terms are governed by the laws of France. Any disputes shall be submitted to the competent courts of France.

12. Severability

If any provision of these Terms is found invalid, the remaining provisions shall continue in full effect.

13. Contact & Support

Operator: Marina Timoshevskaia, auto-entrepreneur registered in France (SIRET 890 939 614 00016)

Questions about these Terms?

• Email: hello@voyagease.app
• Support: https://voyagease.app/help