Terms of Service

1. What Viara does

Viara connects customers who need vehicles moved with verified carriers. It provides listings, quotes, messaging, the transport agreement, handover records, payment through our payment provider, and dispute handling.

Viara is not a carrier or freight forwarder and does not perform transports. Each transport agreement is concluded between the customer and the carrier. The carrier is responsible for the transport and for the vehicles in its care, under the CMR Convention where it applies and under the law that governs the transport.

2. Accounts

• You must be at least 18 and give accurate, current details. Keep your password secret; you are responsible for what is done with your account.
• In a company workspace the owner decides who has access and in which role. Only an owner can sign agreements for the company.
• Carriers can quote only after Viara has checked their company, transport licence, insurance and drivers, and must keep these valid. The check confirms the documents provided; it is not a guarantee of how a carrier will perform.

3. Quotes and the transport agreement

A quote is an offer by the carrier. When the customer accepts it, Viara prepares a transport agreement with the agreed route, vehicles, dates, price, fees and payment method. It binds both parties once both have signed it in Viara. Changes are made by a signed amendment.

Exact addresses and contact details are shared once both parties have signed and the payment through Viara has been made. Use them only for that transport.

4. Payment and fees

Payments are processed by our payment provider, Stripe. The customer chooses one of these methods before anyone signs:

• Through Viara (card, or bank transfer where offered): after both signatures the customer pays the price and the customer fee. Viara holds the payment until delivery is confirmed or a dispute is decided, then pays the carrier the price less the carrier fee.
• Cash on delivery: after both signatures the customer pays Viara both fees by card, and pays the carrier the price less the carrier fee in cash at delivery. Viara does not hold or guarantee the cash payment.

Collection may start only once the payment, or for cash on delivery the fees, have been received. The fees for each transport are those shown in its agreement. Paying for, or agreeing, a transport found on Viara outside Viara is not permitted and may lead to suspension.

5. Collection and delivery

At collection and at delivery the carrier photographs each vehicle in Viara, marks any damage and collects both handover signatures. The customer can confirm or reject each record.

When every vehicle has been delivered, the customer confirms receipt in Viara. If the customer neither confirms nor rejects the delivery within the period shown in Viara (currently 72 hours from the delivery record), it is confirmed automatically. The customer is warned a day before. Confirmation releases the payment to the carrier.

6. Cancellation and refunds

• Before any vehicle has been loaded, either party may cancel the transport in Viara, giving a reason. The customer is refunded in full, including Viara's fees.
• Once a vehicle has been loaded, the transport can be ended only by Viara operations, through a dispute.
• Cancellations after signing are shown on the cancelling party's profile.

7. Disputes

If something goes wrong (for example new damage, a missing vehicle or a refused collection), open a dispute from the transport. While a dispute is open, the payment held by Viara is not released. Both parties and Viara operations can add messages and evidence. Operations decide the dispute and what happens to the payment held by Viara: release to the carrier, a full or partial refund, or neither.

A decision by Viara does not limit either party's rights against the other, including claims for damage under the CMR Convention, which can still be brought before the competent courts.

8. Acceptable use

Do not post false listings or quotes, impersonate anyone, harass other users, share contact details to avoid Viara, upload unlawful content or interfere with the service. Viara may remove content and suspend or close accounts that break these terms, and will tell you why unless the law prevents it. You can ask for the decision to be reviewed at the address below.

9. Liability

Viara is responsible for providing the platform with reasonable care. It is not liable for the performance of a transport or for loss of or damage to vehicles, which are matters between the customer and the carrier. To the extent the law allows, Viara's liability for a transport is limited to the fees it received for that transport, and it is not liable for indirect loss or loss of profit. Nothing in these terms limits liability for intent, gross negligence, death or personal injury, or any liability that cannot be limited by law.

10. Consumers

If you use Viara as a consumer, you keep all rights that consumer law gives you, and nothing in these terms limits them. You may also refer a dispute with Viara to a conciliation committee of the Bulgarian Commission for Consumer Protection (www.kzp.bg).

11. Complaints and changes to these terms

Send complaints about Viara to [contact email]. We confirm receipt and answer within 14 days.

We will tell you about changes to these terms in Viara or by email at least 15 days before they take effect, unless a change is required sooner by law. If you do not agree, you may close your account before then.

12. Law and courts

These terms are governed by Bulgarian law, and the courts in Sofia have jurisdiction. If you are a consumer, you also keep the protection of the mandatory law of the country where you live and may bring proceedings there.

Contact: [Company legal name], [Registered address], [contact email]. VAT number: [VAT number].