Terms & Conditions

1. Eligibility

You must be at least 18 years old (or the age of majority in your jurisdiction) to use Muuva. Vendor and delivery partner accounts require additional verification.

2. Your account

• You are responsible for activity on your account
• Keep your password and OTPs confidential
• Provide accurate, current information
• We may suspend accounts that violate these Terms or local law

3. Orders and payments

When you place an order, you make an offer to the vendor through Muuva. The vendor accepts by confirming the order. Prices, taxes and delivery fees are shown at checkout.

Payments are processed by licensed third-party processors. By paying, you authorise Muuva to charge the selected payment method.

4. Vendor policies

Vendors must:

• Hold all required licenses, FSSAI registrations and tax IDs
• Maintain accurate menus, prices and stock
• Pack and prepare orders hygienically and on time
• Honour Muuva commissions and payout schedules
• Not list prohibited items (alcohol without license, illegal goods, counterfeit products)

Muuva may delist vendors who repeatedly receive low ratings or breach these obligations.

5. Delivery partner terms

Delivery partners are independent contractors, not employees. As a partner you:

• Must complete onboarding, KYC and vehicle verification
• Must carry valid driving license and (where required) insurance
• Receive earnings per completed trip, paid weekly
• Agree to fair-conduct standards: no rude behaviour, no tampering with orders, no unsafe driving
• May be deactivated for safety incidents, repeated cancellations or fraud

6. Acceptable use

You agree not to:

• Reverse engineer, scrape, or interfere with the Services
• Use Muuva to harass any user, vendor or partner
• Create fake accounts or manipulate ratings/promotions
• Upload unlawful, infringing or harmful content

7. Intellectual property

Muuva, the logo, app designs and content are owned by Muuva Technologies. You receive a limited, revocable, non-transferable license to use the Services for personal or permitted business use only.

8. Limitation of liability

To the maximum extent permitted by law, Muuva is not liable for indirect, incidental or consequential damages. Our aggregate liability for any claim will not exceed the amount you paid Muuva in the 3 months before the claim.

9. Termination

You may close your account anytime. We may suspend or terminate access immediately if you violate these Terms, abuse the platform, or as required by law.

10. Governing law

These Terms are governed by the laws of Switzerland. Disputes will be resolved in the courts of Zürich, subject to applicable consumer protection rights.

10. Promotions, credits and referrals

Muuva regularly offers promotional codes, sign-up credits, cashback rewards and referral incentives. These programs are designed to thank loyal customers and welcome new ones, and they are subject to additional terms displayed at the time of the offer.

Unless stated otherwise:

• Promotional credits are non-transferable, have no cash value and cannot be combined with other offers
• Each promo code is limited to one redemption per customer, per payment instrument and per device
• Credits expire 30 days after they are issued unless a longer validity period is specified
• Referral rewards are credited only after the referred friend completes their first qualifying order
• Muuva may modify, suspend or cancel any promotion at any time, including retroactively, where we detect fraud, abuse or technical errors

Examples of abuse that will result in forfeiture of credits and possible account suspension include creating multiple accounts to claim sign-up bonuses, using stolen or unauthorised payment instruments, colluding with vendors or partners to inflate orders, and exploiting pricing or coupon bugs after they have been disclosed.

11. Third-party services and integrations

Muuva relies on a network of trusted third-party services to deliver a seamless experience. When you use these integrations, additional terms from the respective providers may apply alongside our own.

• Payment processors: Stripe, Adyen and local acquirers handle card authorisation and settlement under PCI-DSS Level 1 standards
• Maps and navigation: route planning and live tracking are powered by Google Maps and Mapbox
• Identity verification: KYC checks for vendors and delivery partners are performed by Onfido and Veriff
• Communications: SMS and voice OTPs are dispatched through Twilio and Vonage
• Customer support: in-app chat is powered by Intercom under a strict data-processing agreement

We perform due diligence on every sub-processor, require contractual data-protection guarantees, and maintain an up-to-date register that is available on request. If a third-party service fails or becomes unavailable, we will work to restore the affected feature as quickly as possible but cannot accept liability for the underlying provider's outages.

12. Force majeure

Muuva will not be held liable for any failure or delay in performing our obligations under these Terms if such failure results from circumstances beyond our reasonable control. These circumstances include — but are not limited to — natural disasters, severe weather events, pandemics, public health emergencies, strikes, riots, acts of terrorism, war, government restrictions, regulatory changes, internet or telecommunications outages, cyberattacks and unforeseeable interruptions affecting our cloud or payment partners.

During a force majeure event we will use commercially reasonable efforts to maintain service continuity, communicate clearly with customers, vendors and partners about the impact, and resume normal operations as soon as practicable. Any orders or rides cancelled directly as a result of such an event will be refunded in accordance with our Refund Policy.

13. Modifications to these terms

We may amend these Terms from time to time to reflect changes in our Services, business operations, or applicable law. When we make material changes, we will provide at least 14 days' notice through in-app banners, email or a prominent notice on our website. Minor edits — such as corrections of typographical errors, clarifications and updates to contact information — may be made without notice.

Your continued use of Muuva after the effective date of the revised Terms constitutes acceptance. If you do not agree with the changes, you may close your account before the effective date and any unused wallet balance will be refunded to your original payment method, subject to our Refund Policy and applicable anti-money-laundering checks.

14. Contact

Email support@muuva.com or write to Muuva Technologies AG, Bahnhofstrasse 21, 8001 Zürich, Switzerland with any questions about these Terms.