Appendix 1. Effective as of December 12, 2025
GENERAL TERMS AND CONDITIONS OF FLOVI
1. APPLICABILITY
These General Terms and Conditions of Flovi (the "T&C") apply to Services provided by Flovi to the Customer.
2. DEFINITIONS
2.1 10Additional Service – means the additional services, if specified in the Agreement.
2.2 Customer Material - means any information or material transferred to Flovi by the Customer or otherwise made available on behalf of the Customer to Flovi, or any other information or material that the Parties determine as customer material.
2.3 Driver – means any driver who is providing the Service, both by Flovi itself or as Flovi’s subcontractor.
2.4 Force Majeure - means any extraordinary event beyond the control of the Parties, which the Parties could not influence, whose occurrence and consequences could not have been reasonably foreseen by the Parties, and even if foreseen, could not have been prevented. Such events include, in particular: disasters, natural calamities, acts of war, strikes, floods, fires, epidemics, pandemics, embargoes, suspension of foreign currency transfers, energy restrictions, etc., as well as other events beyond the control of the Parties that substantially or significantly prevent the performance of the Agreement.
2.5 GDPR - means the General Data Protection Regulation 679/2016 of the European Union and other applicable data protection laws and regulations; and regulations and guidelines of data protection authorities.
2.6 Identifier - means a user identifier, such as a password or other method by which a user of the Platform can be identified reliable identification of the User.
2.7 Personal Data - means any information or other data relating to an identified or identifiable natural person personal data as defined in GDPR.
2.8 Platform - means the dedicated Flovi’s platform through which the Services may be provided.
2.9 User - means the Customer or a person acting on their behalf who may store information on the Platform and use it in a specified manner.
3. GENERAL OBLIGATIONS
The Parties undertake to perform the Agreement: (i) with the highest due diligence; (ii) in a good faith; (iii) in accordance with the professional nature of its business activity; and (iv) in compliance with the applicable laws.
4. PROVISIONS OF SERVICES
4.1 Flovi undertakes to use the car only for the purpose of performing the Service;
4.2 Flovi will inspect the car and will photograph the car and any reasonably visible damage;
4.3 If the car is dirty, covered with snow, ice or similar, any previous damage may not be visible, Flovi will notify the Customer. The Customer shall not lose the right to claim damages that could not reasonably be detected due to such conditions, provided that reasonable evidence indicates the damage occurred during the relocation.
5. CUSTOMER’S RESPONSIBILITIES
5.1 The Customer is obliged to inform the Driver of any damage to the car and any driving or safety defects in the car, before start of the Service.
5.2 The Customer is responsible for ensuring that the car to be moved is a car with a B licence and that its total weight does not exceed 3500 kg.
5.3 When the total weight of the car exceeds 3500 kg (up to a maximum of 7500 kg), the Customer must indicate the C1 requirement when ordering the drive, to ensure that the drive is carried out by a Driver with the necessary driving licence.
5.4 The car must be handed over to the Driver:
5.4.1 in compliance with all applicable legal and regulatory requirements (in particular: (i) the car must have a valid technical inspection and (ii) motor car liability insurance.”
5.4.2 in technical condition that allows safe operation on public roads;
If any of the requirements above would not be met, Flovi may cancel the relocation and charge the Customer for the Service.
5.5 The Customer is responsible for handing over the car to the designated Driver. The Customer can verify the person as follows:
5.5.1 Open the tracking link of the confirmation message received from Flovi;
5.5.2 Compare the ID number to be found behind the link with the ID number provided by the Driver. The Driver knows the Customer's ID number.
5.6 At the time the car is collected from the Customer, the Customer must inform the Driver of any damage of the car and any driving or safety defects in the car, before the beginning of the Service.
5.7 When the car is returned, the Customer is obliged to inspect the car together with the Driver and to immediately inform the Driver if any damage to the car has occurred during the relocation.
5.8 Flovi's liability for the car shall cease immediately upon delivery of the car to the Customer or the place indicated by the Customer.
6. CANCELLATION POLICY
6.1 Standard cancellations
The Customer may cancel a reservation without charge up to 4 hours before the declared vehicle pickup time (if a Driver was assigned to the Service). Cancellations made less than 4 hours prior to the scheduled pickup time will incur a cancellation fee equal to 100% of the Service Fee.
6.2 Last-minute reservations (< 4 hours)
For reservations made less than 4 hours in advance:
6.2.1 The Customer may cancel within 30 minutes of making the reservation without charge;
6.2.2 Cancellations after 30 minutes from reservation are subject to a 100% Service Fee.
6.3 Service impossibility due to Customer circumstances
If upon arrival at the location it would be impossible to perform the Service due to circumstances beyond Flovi's control (including but not limited to: absence of authorized person to hand over the car, locked premises), the Customer will be charged 100% of the Service Fee.
7. BREAKDOWN
7.1 Breakdown procedure
In the event of a car breakdown during the Service, the following procedure will apply:
7.1.1 Flovi will immediately contact the Customer to inform them of the breakdown;
7.1.2 Flovi will ask the Customer whether the Customer wishes to use their own roadside assistance service. If the Customer:
7.1.2.1 declines to use their own assistance, or
7.1.2.2 does not respond within 15 minutes of Flovi's contact attempt,
Flovi is authorized to call its own roadside assistance service.
7.2 Towing destination
In cases requiring car towing, the car will be towed to the nearest qualified repair facility (not to the relocation destination or any other location indicated by the Customer), unless expressly agreed otherwise.
7.3 Cost allocation
All costs related to towing and roadside assistance will be borne by the Customer, provided that the breakdown occurred due to circumstances beyond Flovi's control. If the breakdown resulted from Flovi's fault or negligence, Flovi shall bear these costs in accordance with the liability provisions of the Agreement.
8. MATERIALS
8.1 The Customer have the right to use the Flovi material during the term of the Agreement for the performance of the Agreement.
8.2 Flovi is entitled to use the Customer Material for the performance of the Agreement, including but not limited to the provision of the Services, Platform usage.
8.3 Ownership and intellectual property rights (if applicable) of the Customer Material shall belong to the Customer. The Customer is responsible for the Customer Material and for ensuring that the Customer has the right to use the Customer Material and that the Customer Material does not infringe any third-party rights or applicable laws (Flovi’s liability for Customer Material excluded).
8.4 Flovi may refer to the Customer as a reference on its website and in marketing materials. The Customer has the right to refuse consent or to specify the conditions under which the reference may be used.
9. ASSIGNMENT
9.1 Flovi is entitled to assign or transfer this Agreement, in whole or in part, to any company within its group, or to any third party in connection with a merger, acquisition, corporate reorganisation, or sale of all or substantially all of its assets or business relating to this Agreement. The Customer hereby consents to such assignment or transfer, and no further prior Customer's consent shall be required for any such assignment or transfer.
9.2 The Customer may not assign this Agreement or any of its rights or obligations hereunder without the prior written consent of Flovi.
10. CONFIDENTIALITY
10.1 The Parties agree to keep confidential all materials and information received from the other Party that are marked as confidential or should be understood as confidential and to use them solely for the purpose of performing the Agreement.
10.2 The Parties shall ensure that their employees and any group companies comply with the confidentiality provisions of T&C.
10.3 For the entire term of this Agreement and for a period of 5 years after its termination (unless a longer period of confidentiality is required by applicable law), the Customer is obliged not to disclose confidential information (which has not previously been made public) relating to anything the Customer learns in connection with the performance of the Agreement, and in particular: technical materials, written or oral technical, technological, commercial, financial, or organizational information of Flovi, regardless of the type of media on which such information is recorded, concerning property, including intellectual property, remuneration, price lists, interests and matters of Flovi, its shareholders, affiliated companies, suppliers, and clients, including practices and methods used by Flovi in its business activities, prices and pricing strategies, products, development plans, marketing strategies, and agreements concluded with third parties, regardless of whether such information has been marked as confidential and regardless of the form in which it was provided to the Contractor. The provisions of this paragraph do not affect stricter requirements and restrictions arising from the laws applicable to the Customer (collectively, the “Confidentiality Obligation”). Any transfer, disclosure, or use of information constituting a trade secret is permitted only with the prior consent of Flovi, expressed at least in documentary form, except where the obligation to disclose such information arises under applicable law.
10.4 The Confidentiality Obligation does not apply to materials or information:
10.4.1 that are publicly available or otherwise in the public domain,
10.4.2 that the receiving Party has received from a third party without a confidentiality obligation,
10.4.3 that were in the possession of the receiving Party without a confidentiality obligation before being received from the other Party,
10.4.4 that the receiving Party has independently developed without using materials or information received from the other Party; or
10.4.5 that the receiving Party is required by law or governmental authority to disclose.
10.5 Upon termination of the Agreement, or once the materials or information are no longer needed for purposes of the Agreement, the Party must immediately cease use of the confidential information received from the other Party and, without upon request, return or securely destroy all such materials and their copies. However, the Party has the right to retain materials or copies required by law, regulatory obligations or authority order.
11. SUBCONTRACTING
11.1 The Customer is obliged to ensure that any subcontractor or any other third party acting on behalf of the Customer complies with the obligations imposed on the Customer itself. The Customer is fully liable for actions of third parties as for its own.
11.2 Flovi is entitled to use subcontractors in the provision of the Services. Flovi is fully liable for all actions of any subcontractors engaged.
12. LIABILITY
12.1 Flovi is liable solely for damage caused by the Driver.
12.1.1 Flovi is not liable for any damage caused by:
12.1.2 normal wear;
12.1.3 pre-existing defects;
12.1.4 technical defects or other breakdowns occurring during the Service that result from the condition of the car or from the incorrect or inadequate performance of the car’s previous driver;
12.2 Flovi is not liable for non-performance or improper performance of the Agreement due to circumstances beyond the Flovi’s control or caused by Force Majeure.
12.3 Flovi’s aggregate liability towards the Customer for any and all claims and damages arising under the Agreement is limited to the amount of EUR 100,000.
12.4 The limitations of liability does not apply to any liability or damage arising from a breach of the confidentiality obligation, or from wilful acts or omissions, or gross negligence.
12.5 The Parties' liability towards third parties is excluded to the extent that it is covered by a third-party liability insurance for motor vehicle owners. If the Driver is found to be responsible for a traffic accident and this results in the loss of insurance discounts, Flovi will reimburse the difference. In the case of a vehicle covered by group insurance, the amount of the bonus loss must be able to be identified for the damage in question.
13. PLATFORM
Services may be provided using the Platform, in accordance with the terms of use of the Platform specified separately. The current versions of the documents are available on Flovi’s website.
14. IDENTIFIERS AND THEIR USE
14.1 Flovi may provide the Customer and the User with the Identifiers necessary to access and use the Platform.
14.2 The Customer is responsible for ensuring that the Users store their Identifiers carefully and do not disclose them to third parties. The Customer is responsible for any use of the Platform carried out with its Identifiers.
14.3 The Customer and the User agree to promptly notify Flovi if an Identifier has been disclosed to a third-party if they suspect misuse of the Identifier.
14.4 At Flovi's request, the Customer and the User are obliged to change the Identifier required for the use of the Service if necessary due to a data security threat affecting the Platform.
15. CONTENT AND SERVICE LEVEL OF THE PLATFORM
15.1 The content of the Platform evolves and changes in accordance with Flovi’s development plans. Flovi has the right to freely modify the Platform, including its content and functionalities.
15.2 The Customer is responsible for ensuring that the Platform is suitable for the Customer's intended purpose and that it meets the Customer's requirements for the Service.
15.3 Flovi shall make reasonable efforts to promptly notify the Customer of any issue that comes to its attention which may prevent the contractual use of the Platform.
15.4 The Service includes tasks related to the training of the Customer’s personnel and the implementation of the Service only to the extent separately agreed upon.
16. USE OF THE PLATFORM
16.1 The Customer shall use the Platform in accordance with the Agreement.
16.2 The Customer and third parties acting on behalf of the Customer have the right to use the Flovi Material during the term of the Agreement for the purposes of Customer's business.
16.3 The Customer is not entitled to provide access to, resell or otherwise distribute the Platform to third parties without Flovi’s prior written consent.
17. MAINTENANCE OF THE PLATFORM
17.1 Flovi has the right to interrupt the provision of the Platform for a reasonable period if necessary, due to modification or maintenance work related to the technical platform used to provide the Platform. Flovi shall strive to schedule any service interruptions during evenings or weekends to minimize any inconvenience caused by the interruption.
17.2 Flovi has the right to suspend the provision of the Platform due to installation, modification or maintenance work in the public telecommunications network, due to a data security threat to the Platform, or if required by law or authority order.
17.3 Flovi has the right, without consulting the Customer, to block the Customer’s access to the Platform if Flovi has reasonable grounds to suspect that the Customer is placing an excessive load or using the Platform in a manner that endangers the provision of the Platform to other users or endangers the security of the Platform. Flovi must notify the Customer of the reasons for the access restriction without undue delay.
18. DATA SECURITY AND BACKUP
18.1 The Parties and its subcontractors shall ensure data security and backup in accordance with the arrangements agreed between the Parties and the legislation binding on the Party concerned. The Party shall ensure that the part of the deliverables and the Party's own environment for which it is responsible under the Agreement, such as the equipment, communication network, service production facilities and premises under the Party's responsibility, are protected against information security risks in accordance with the Party's applicable and appropriate security practices and that procedures for protection and data assurance are followed. Neither Party shall be responsible for the security of the public telecommunications network or any disruptions that may occur therein.
18.2 Each Party is obliged to notify the other Party without undue delay of any significant data security risks, breaches or suspicions thereof that could jeopardize the subject matter of the supply or its use. The Party shall immediately take measures to eliminate or mitigate the impact of a breach. Each Party shall be obliged to cooperate in the investigation of data security breaches.
18.3 Flovi is responsible for backing up the Customer Material in the Platform or for implementing any other equivalent technical measure once a day.
18.4 If the Customer Material has been destroyed, lost, altered or damaged as a result of the Customer using their Identifier or otherwise due to the Customer’s own actions, Flovi is entitled to charge a fee for recovery of such data in accordance with its current fee list.
19. SPECIFIC PROVISIONS
If any provision of the Agreement is or becomes invalid or ineffective, the other provisions of the Agreement shall remain in force, and the ineffective provisions shall be replaced by provisions that best fulfill the intended purpose of the invalid or ineffective provisions.
20. APPLICABLE LAW AND DISPUTE RESOLUTION
20.1 The Agreement will be governed by the laws stipulated in each country.
20.2 Any disputes concerning or arising from the Agreement shall be resolved amicably by the Parties.