App Usage Policy

1. User account policies

• One account per person; use your real name and a valid phone
• Don't share login credentials
• Keep your contact details current so we can reach you about orders
• Verify your email and phone within 30 days of signup
• Accounts inactive for 24 months may be archived

2. Prohibited conduct

You may not:

• Use Muuva for illegal activity or to harass others
• Place fake orders or abuse promotional codes
• Manipulate ratings, reviews or referral rewards
• Probe, scan, or test the vulnerability of our systems
• Reverse engineer or scrape our apps, APIs or content
• Impersonate Muuva staff, vendors or partners

3. App usage restrictions

• One simultaneous active session per account on each app
• API and rate-limit abuse may trigger temporary blocks
• Service availability depends on your city — see in-app coverage map
• Some features may be region-locked due to local law

4. User-generated content

Reviews, ratings and photos you upload must be honest, lawful and your own. You grant Muuva a non-exclusive, royalty-free license to display this content on our Services. We may remove content that violates this policy.

5. Safety & community standards

• Treat vendors and delivery partners with respect
• Do not request items prohibited by law
• Report safety incidents immediately via in-app SOS
• Provide accurate delivery instructions and accessible addresses

6. Enforcement

Violations may result in warnings, feature restrictions, temporary suspension, or permanent termination of your account. We may also report unlawful activity to authorities.

7. Accessibility commitments

Muuva is committed to making mobility and commerce available to everyone, regardless of ability. Our customer, vendor and partner apps are designed against the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA and tested with screen readers, switch controls and voice navigation on both iOS and Android.

• All interactive elements meet minimum target-size and contrast requirements
• Dynamic type and bold-text settings are respected throughout the interface
• Captions are provided for any in-app video content, and motion can be reduced from Settings → Accessibility
• Live order tracking is announced via accessibility events so users can follow progress without looking at the screen
• Delivery partners can flag accessibility requirements (wheelchair-accessible vehicle, hearing-impaired rider, service animal) when accepting trips

If you encounter a barrier that prevents you from using any part of Muuva, please email support@muuva.com with the subject line "Accessibility". Our accessibility lead will respond within 5 business days and prioritise a fix.

8. Intellectual property and brand use

The Muuva name, logo, app icons, illustrations, sound design and source code are protected by trademark and copyright law in Switzerland, the European Union and other jurisdictions. We invest significantly in our brand identity, and we ask all users to respect those rights.

• Do not use the Muuva logo or wordmark in your own marketing without prior written approval from our brand team
• Vendors may display the "Available on Muuva" badge in shop windows and social posts following the guidelines provided in the Vendor Hub
• Delivery partners may use the Muuva-branded apparel and bag they receive at onboarding, but resale or modification is prohibited
• Press, bloggers and analysts can download approved logo packs and product screenshots from our press kit page
• Any unauthorised use of Muuva trademarks, including lookalike domains or counterfeit driver apparel, will be addressed through takedown notices and legal action where necessary

If you wish to license Muuva content for an editorial, academic or commercial project, please reach out via support@muuva.com with details of the intended use.

9. Third-party content and links

The Muuva apps may surface content from third parties — for example, restaurant menus, vendor photography, partner promotions and integrated maps. This content is provided for convenience and informational purposes only, and Muuva does not endorse, warrant or assume responsibility for material we do not directly publish.

If you believe third-party content displayed on Muuva infringes your rights, violates local law or is otherwise inappropriate, please submit a takedown request to support@muuva.com. Your report should include a description of the content, the URL or in-app location, the rights you believe are being infringed and your contact information. We follow a clear notice-and-takedown workflow and aim to action valid complaints within 48 hours.

10. Appeals

If you believe an enforcement action was made in error, email support@muuva.com within 30 days. Our Trust & Safety team will review and respond within 5 business days.