Svaggy Rider — Terms of Service

1. Who we are and what these Terms cover

These Terms of Service govern your use of the Svaggy Rider app and your relationship with Svaggy. By signing into the rider app and accepting these Terms, you agree to be bound by them.

These Terms cover:

• Your eligibility to use the platform

• Your obligations as a rider

• How we calculate and pay your earnings

• How we handle data, disputes, suspensions, and terminations

• The limits of our liability to you and yours to us

These Terms do NOT cover:

• The customer-facing terms (separate document)

• The merchant terms (separate document)

• The Svaggy Privacy Policy (separate document) — referred to here for data-processing matters

2. Eligibility

To use the Svaggy Rider app you must:

• Be at least 18 years old.

• Have a legal right to work in Finland (Finnish citizen, EU/EEA citizen with a valid identity document, or non-EU/EEA national with a valid Finnish residence permit covering work).

• Hold a valid driving licence appropriate for the vehicle category you have registered (e.g. EU Category B for cars; no licence required for foot or bicycle delivery).

• Maintain a valid vehicle insurance policy covering commercial delivery use, where applicable.

• Pass our identity, document, and (where required) right-to-work verification.

• Comply with all applicable Finnish, EU, and local regulations.

We may verify your eligibility at any time and suspend your account immediately if a verified document expires or becomes invalid.

3. Your relationship with Svaggy

• You are a rider using a digital platform.

• Whether you are classified as an employee or self-employed contractor under Finnish law depends on the specifics of your engagement, hours, control, and equipment use, per Article 5 of EU Directive 2024/2831 and the implementing provisions in Finnish labour law.

• Your country-specific classification is recorded on your rider profile and visible to you in the app.

• If you believe your classification is incorrect, you may challenge it through the in-app appeals flow or by contacting the Finnish Occupational Safety and Health Authority (Työsuojeluviranomaiset).

4. Your obligations as a rider

You agree to:

• Conduct yourself professionally and respectfully toward customers, merchants, ops staff, and other riders.

• Comply with all applicable traffic, food-safety, and public-health laws.

• Not use the platform to deliver illegal goods, controlled substances, or items prohibited by our merchant agreements (e.g. alcohol where unauthorized, restricted pharmaceuticals).

• Not impersonate another rider or share your account credentials.

• Not misuse the platform's safety features (e.g. SOS button, exception reasons).

• Not engage in fraud, including but not limited to claiming deliveries as completed when they were not, taking customer items, or manipulating tips.

• Use the device, vehicle, and bag you have registered with us. Notify us if any change.

• Keep your phone charged and online during shifts.

• Maintain insulated bags in good condition for hot and cold deliveries (cycle and scooter riders).

• Upload accurate identity, vehicle, and insurance documents during onboarding.

• Re-upload documents promptly when expiry approaches (we will notify you in-app and via email 30 days, 14 days, and 1 day before expiry).

• Notify us within 5 business days of any change to your right-to-work status, driving licence, or insurance.

• Use the SOS feature if you are in a situation that threatens your safety. False SOS triggers may result in account suspension.

• Wear a helmet on every cycle and scooter delivery (legal requirement in Finland).

• Do not deliver under the influence of alcohol, drugs, or any substance that impairs judgment.

5. Earnings and payments

• Your earnings per delivery are calculated based on a published rate card. The current rate card is available in the app under Menu → Earnings → Rate card.

• Earnings are subject to the rate card in effect at the time of offer acceptance, not at the time of delivery completion.

• Earnings are paid weekly to the bank account you provide. The pay period runs Monday to Sunday (Europe/Helsinki time); payouts are sent the following Tuesday.

• Tips left by customers are 100% yours and are paid out alongside base earnings.

• Tax treatment depends on your classification (see section 3). For self-employed riders, you are responsible for filing and paying your own income tax, VAT (if applicable), and social contributions to Finnish authorities. We provide the tax-relevant earnings statements you need (annual summary by 31 January).

6. Algorithmic management — your rights under the EU Platform Work Directive

Per EU Directive 2024/2831 ("Platform Work Directive"), we disclose how automated systems make decisions affecting you:

• Order assignment uses your distance to the merchant, current load, recent acceptance rate, direction of travel, and rating to choose which rider receives an offer. Full algorithm: in-app screen Menu → Settings → Work Directive.

• Acceptance rate, completion rate, and rating can affect which offers you receive. We disclose your scores in the app and re-disclose any change of more than 10%.

• Account suspension or termination decisions involving algorithmic input are reviewed by a human ops member before taking effect. You may appeal any algorithmic decision through the in-app appeals flow.

7. Acceptance, completion, and rating

• Acceptance rate measures the percentage of offers you accepted in the last 100 dispatched.

• Completion rate measures the percentage of accepted offers you completed (delivered without exception).

• Rating is the rolling average of customer ratings on your last 50 deliveries.

We do not require minimum thresholds for any of these metrics on a per-shift basis, but persistently low scores may result in:

• A coaching message from ops

• Temporary suspension pending review

• In severe cases, termination of your account

You may always view your current scores in the app and challenge an individual rating you believe is unjust through the in-app appeals flow.

8. Suspension and termination

We may suspend or terminate your account if:

• You breach these Terms.

• You commit fraud, theft, harassment, or any criminal act in connection with the platform.

• Your eligibility (right to work, driving licence, insurance) lapses or is revoked.

• A regulatory authority requires us to do so.

• You voluntarily request termination.

We will notify you of suspension or termination via the email and phone we have on file. You may appeal any suspension or termination through the in-app appeals flow.

Upon termination, your data is handled per our Privacy Policy — KYC documents are deleted automatically 6 months after departure; tax-relevant earnings rows are retained 6 years per Finnish bookkeeping law.

9. Limitation of liability

• We provide the Svaggy Rider app on an "as is" basis, with reasonable effort to maintain availability per our SLOs.

• We do not guarantee any minimum number of deliveries, earnings, or shifts.

• Our liability for ordinary commercial losses (e.g. missed deliveries due to platform downtime) is capped at the lesser of (a) your total platform earnings in the 30 days preceding the loss, or (b) €1,000.

• This cap does NOT apply to losses arising from gross negligence, wilful misconduct, or our failure to meet legal duties owed to you under Finnish labour or consumer-protection law.

10. Changes to these Terms

If we make material changes to these Terms, we will:

• Notify you in-app at least 30 days before the change takes effect.

• Increment the version of these Terms (e.g. v1.0 → v1.1 for minor changes; v1 → v2 for material changes).

• Require you to re-accept the new version before you can go online again. If you do not accept, your account is suspended pending appeal.

Older versions remain available in the app under Menu → Settings → Terms history.

11. Disputes and jurisdiction

These Terms are governed by Finnish law. Any dispute that cannot be resolved through the in-app appeals flow shall be brought before the courts of Helsinki, Finland.

If you are an EU/EEA consumer rider, you may also use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr/.

12. Contact

• General questions: support@svaggy.com

• Legal: legal@svaggy.com

• Privacy: privacy@svaggy.com

• DPO: dpo@svaggy.com