These Terms and Conditions ("Terms") govern access to and use of the Hercuwheels platform, including our website, mobile applications, provider software, booking functionality, communication tools, payment functionality, Software-as-a-Service ("SaaS") products, and related services (collectively, the "Platform").
By creating an Account, submitting or accepting a Service Request, making or receiving a Booking, purchasing a subscription, or otherwise using the Platform, you agree to these Terms and any policies expressly incorporated into them.
If you do not agree to these Terms, you may not use the Platform.
Nothing in these Terms limits any rights that a Consumer cannot legally waive under applicable Dutch or European Union law.
1.1 "Account" means a registered Customer or Provider account used to access the Platform.
1.2 "Booking" means a confirmed arrangement for Services between a Customer and a Provider made through the Platform.
1.3 "Business Customer" means a Customer acting for purposes related to its trade, business, craft, or profession.
1.4 "Consumer" means a natural person acting for purposes outside their trade, business, craft, or profession.
1.5 "Customer" means a person or organisation seeking, requesting, booking, or purchasing Services from a Provider through the Platform.
1.6 "Provider" means an independent business, sole trader, legal entity, or other authorised professional offering Services through the Platform.
1.7 "Provider Services" means services offered by Providers, including moving, transport, logistics, cleaning, packing, furniture assembly or disassembly, waste or disposal-related services where permitted, storage-related services where offered, and other categories made available on the Platform.
1.8 "Service Contract" means the agreement for the performance of Provider Services entered into between a Customer and a Provider.
1.9 "Service Request" means information submitted by a Customer describing requested Provider Services.
1.10 "Platform Fee" means any commission, booking fee, service fee, subscription charge, transaction charge, lead fee, payment-processing charge, or other amount payable to Hercuwheels as disclosed before the relevant transaction.
1.11 "Provider Content" means information, photographs, descriptions, prices, quotations, documents, reviews responses, logos, trademarks, business information, and other content uploaded or supplied by a Provider.
1.12 "User Content" means any information, photographs, messages, documents, reviews, comments, or other material supplied to the Platform by a User.
1.13 "User" means any Customer, Provider, authorised Provider employee, or other person using the Platform.
1.14 "SaaS Services" means operational software offered by Hercuwheels to Providers, which may include scheduling, job management, workforce management, customer management, invoicing, document generation, quotations, analytics, routing, communications, and related functionality.
2.1 These Terms regulate the relationship between Hercuwheels and each User.
2.2 Unless Hercuwheels expressly states otherwise before a Booking is confirmed, the Provider — and not Hercuwheels — is the party supplying the Provider Services to the Customer.
2.3 A separate Service Contract is therefore normally formed directly between the Customer and the Provider.
2.4 Hercuwheels is not a party to the Service Contract merely because the Platform facilitates communication, quotation, Booking, invoicing, payment, scheduling, dispute communication, or other administrative functionality.
2.5 Hercuwheels does not employ Providers and does not ordinarily exercise control over the manner in which Providers perform Provider Services.
2.6 Nothing in these Terms creates an employment relationship, partnership, agency, franchise, joint venture, fiduciary relationship, or similar relationship between Hercuwheels and a Provider.
2.7 Nothing in Section 2 overrides a legal classification that applies under mandatory law based on the actual circumstances of a relationship.
2.8 Where Hercuwheels expressly offers a service in its own name, separate terms may apply and the checkout or service description will identify Hercuwheels as the contracting service provider.
3.1 Hercuwheels provides technology enabling Customers to discover, compare, communicate with, request quotations from, book, and pay Providers.
3.2 Hercuwheels may also provide Providers with SaaS Services for managing their businesses.
3.3 Hercuwheels may introduce, modify, discontinue, test, or restrict Platform features from time to time, subject to applicable law and any contractual notice obligations.
3.4 Hercuwheels does not guarantee that any Customer will receive a suitable quotation or that any Provider will receive a minimum number of leads, Customers, Bookings, revenue, or income.
3.5 Availability of Providers may vary according to location, date, Service category, pricing, qualifications, vehicle requirements, Provider capacity, and other factors.
3.6 Hercuwheels may facilitate a resolution between a Customer and Provider but is not required to perform Provider Services itself, redo defective work, or compensate a User for another User's acts unless required by law or expressly provided by a separate Hercuwheels guarantee or protection programme.
4.1 Users must be at least 18 years old and legally capable of entering into binding agreements.
4.2 Users must provide complete, accurate, truthful, and current information.
4.3 Users may not impersonate another person or organisation or create an Account using false, misleading, stolen, or unauthorised information.
4.4 Users are responsible for maintaining the confidentiality and security of their credentials.
4.5 Users are responsible for activities carried out through their Account unless such activities result from a security failure attributable to Hercuwheels.
4.6 Users must notify Hercuwheels promptly if they suspect unauthorised access, compromised credentials, fraud, or misuse.
4.7 Hercuwheels may require identity verification, telephone verification, email verification, payment verification, multi-factor authentication, or other reasonable security measures.
4.8 A User may not create a replacement Account for the purpose of avoiding suspension, debt, investigation, verification requirements, restrictions, or enforcement action.
5.1 Unless Hercuwheels expressly permits otherwise, Providers must use the Platform in a professional or commercial capacity.
5.2 A Provider must maintain all registrations required for its business, including Chamber of Commerce registration where applicable.
5.3 Hercuwheels may require Providers to supply and periodically update:
5.3.1 legal name and trading name;
5.3.2 registered and operating addresses;
5.3.3 telephone number and email address;
5.3.4 KvK or equivalent registration details;
5.3.5 VAT identification number;
5.3.6 tax identification information;
5.3.7 identity documents of authorised representatives or beneficial owners where legally required;
5.3.8 bank or payment-account information;
5.3.9 permits, licences, qualifications, certificates, and insurance documents;
5.3.10 information required by payment providers, tax authorities, or applicable marketplace legislation.
5.4 Providers authorise Hercuwheels to verify supplied information through appropriate databases, authorities, verification partners, payment providers, insurers, or publicly available registers where lawful.
5.5 Verification reflects information available at a particular time and does not constitute a guarantee, certification, recommendation, or warranty by Hercuwheels regarding the Provider's future conduct, competence, solvency, insurance coverage, or Service quality.
5.6 Providers must immediately notify Hercuwheels of material changes to their registration, insurance, licences, qualifications, ownership, tax status, insolvency status, or ability to lawfully provide Services.
5.7 Hercuwheels may restrict a Provider from accepting new Bookings while required information is missing, expired, disputed, or being verified.
6.1 Providers must perform Services professionally, safely, competently, diligently, and in accordance with the Service Contract.
6.2 Providers must comply with all laws and regulations applicable to their operations and Services.
6.3 Providers must maintain licences, registrations, permits, vehicle approvals, insurance policies, qualifications, and certifications legally required for the Services they offer.
6.4 Providers must maintain appropriate business and third-party liability insurance reasonably suitable for their activities and, where applicable, motor vehicle, cargo, employer, professional, or other relevant insurance.
6.5 Providers must not advertise Services they are legally or professionally unable to perform.
6.6 Providers must ensure that quotations, descriptions, availability, pricing information, and business details are accurate and not misleading.
6.7 Providers must communicate professionally and must not harass, intimidate, threaten, discriminate against, or abuse Customers or other Users.
6.8 Providers must take reasonable measures to protect Customer property.
6.9 Providers must respect Customer privacy and may use Customer contact details only for legitimate purposes connected with the Booking unless the Customer separately consents to another use.
6.10 Providers may not send unsolicited marketing communications using Customer information obtained through Hercuwheels unless legally permitted and the required consent has been obtained.
6.11 Providers remain responsible for complying with consumer law applicable to their Service Contracts.
6.12 Providers must provide Customers with legally required pre-contractual information, guarantees, withdrawal information, invoices, receipts, and other documentation where applicable.
7.1 A Provider may use employees, workers, subcontractors, or other personnel only where lawful and appropriate for the Service.
7.2 The Provider remains fully responsible to the Customer for Services performed by its personnel and subcontractors.
7.3 Providers must ensure that personnel are appropriately trained, qualified, legally permitted to work, and properly supervised.
7.4 Providers are solely responsible for salaries, employment obligations, payroll taxes, social-security obligations, pensions, insurance, working-time rules, health and safety obligations, and other obligations toward their personnel.
7.5 Where the identity or qualifications of the person carrying out the Service are material to the Booking, the Provider must inform the Customer before substituting another person.
7.6 Hercuwheels may require information regarding personnel performing Services where reasonably necessary for safety, verification, complaint handling, fraud prevention, or legal compliance.
8.1 Customers must provide complete and accurate information about requested Services.
8.2 Customers must disclose information reasonably relevant to pricing, staffing, equipment, access, timing, and safety.
8.3 Customers must not deliberately understate the size, weight, quantity, difficulty, duration, access conditions, travel distance, contamination, or other characteristics of a job in order to obtain a lower quotation.
8.4 Customers must ensure that they have authority to request Services at the relevant premises and in relation to the relevant property.
8.5 Customers must provide safe and lawful access at the agreed time.
8.6 Customers must obtain parking permissions, building permissions, lift reservations, access codes, loading permissions, or similar arrangements where the Booking specifies that these are the Customer's responsibility.
8.7 Customers must disclose known hazards including unsafe structures, hazardous substances, infestations, biological contamination, aggressive animals, unsafe electrical systems, or other material risks.
8.8 Customers must behave respectfully toward Providers and their personnel.
8.9 Customers may not instruct a Provider to perform illegal, unsafe, discriminatory, fraudulent, or otherwise prohibited activities.
8.10 Customers are responsible for securing cash, jewellery, passports, sensitive documents, keys, medicines, digital devices containing sensitive information, and other particularly valuable or irreplaceable property unless custody of such property is expressly included in the Service Contract.
9.1 Customers are responsible for the information submitted in a Service Request.
9.2 Providers are responsible for quotations they submit.
9.3 Unless expressly identified as a fixed price, prices generated by calculators, artificial intelligence, automated tools, historical data, indicative price ranges, or similar functionality are estimates only.
9.4 An estimate may change if information supplied by the Customer is inaccurate, incomplete, or changes.
9.5 Factors affecting a moving or logistics quotation may include volume, weight, distance, number of workers, stairs, lifts, parking distance, dismantling, reassembly, packaging, special objects, waiting time, tolls, ferry costs, permits, and access restrictions.
9.6 Factors affecting cleaning quotations may include surface area, condition, contamination, required equipment, number of rooms, windows, materials, pets, and requested cleaning standard.
9.7 A Provider must make clear whether a quotation is fixed, hourly, estimated, capped, or otherwise variable.
9.8 For Consumer Bookings, legally required pricing information must be provided clearly before the Customer becomes bound.
10.1 Submission of a Service Request does not necessarily create a Booking.
10.2 A Service Contract is formed when the Booking is confirmed in the manner specified by the Platform, for example when the Customer accepts a Provider quotation or an instant Booking is confirmed.
10.3 The Booking confirmation may contain additional job-specific terms, including date, estimated duration, personnel, price, cancellation policy, Service scope, materials, vehicle requirements, or other information.
10.4 Job-specific terms accepted by both parties form part of the Service Contract.
10.5 If there is a conflict between these Terms and agreed job-specific terms concerning the Provider Services, the job-specific terms normally govern the Service Contract between the Customer and Provider, except where they conflict with mandatory law or the provisions regulating use of the Hercuwheels Platform.
10.6 Providers may decline Service Requests before acceptance.
10.7 Customers may select freely among Providers available through the Platform.
11.1 If the actual Service materially differs from information supplied when the Booking was made, the Provider may propose a reasonable price or schedule adjustment.
11.2 Except in genuine emergencies or where otherwise legally permitted, additional charges should be communicated to the Customer before the additional work is performed.
11.3 Providers may refuse additional work that is unsafe, illegal, outside their competence, outside agreed working hours, or materially different from the original Service.
11.4 Where possible, additional work and price adjustments should be documented through the Platform.
11.5 Hercuwheels may use Platform records, including original Service Requests, quotations, photographs, messages, timestamps, and change confirmations, when assisting with a dispute.
12.1 Applicable prices and Platform Fees will be disclosed through the Platform before the relevant User becomes contractually bound, where required by law.
12.2 Hercuwheels may charge Customers a booking or service fee and Providers a commission, transaction fee, subscription fee, lead fee, or other agreed Platform Fee.
12.3 Hercuwheels may use different commercial arrangements for different Provider categories, plans, locations, or Services.
12.4 Provider prices presented to Consumers must include VAT and other unavoidable charges where required by law.
12.5 Fees payable by Providers are exclusive of VAT unless expressly stated otherwise.
12.6 Providers may not misrepresent Platform Fees as taxes or governmental charges.
12.7 Hercuwheels may introduce promotional pricing, discounts, credits, vouchers, or referral benefits subject to separate conditions.
13.1 Where online payment is enabled, payments may be processed by one or more regulated third-party payment service providers.
13.2 Use of payment functionality may therefore be subject to additional terms and verification requirements of the relevant payment service provider.
13.3 By submitting a payment method, the Customer authorises the applicable charges associated with the Booking.
13.4 Hercuwheels or its payment provider may place a pre-authorisation or reservation on a payment method where this is disclosed.
13.5 Hercuwheels does not operate as a bank and funds processed through the Platform are not deposits with Hercuwheels.
13.6 Hercuwheels will not be deemed to take possession of Customer property merely because payments are processed through the Platform.
13.7 Users must not use the Platform to process fraudulent transactions, money laundering, prohibited transactions, or transactions unrelated to legitimate Services.
13.8 Where the Platform requires payment through the Platform for a Booking, Customers and Providers must not intentionally move payment outside the Platform for the purpose of avoiding Platform Fees or Platform protections.
14.1 Provider payout timing will be displayed in the Provider account or applicable commercial agreement.
14.2 Payouts may be subject to payment-provider verification and banking processing times.
14.3 Hercuwheels may reasonably delay, reserve, reduce, or suspend a Provider payout where necessary in connection with:
14.3.1 a refund;
14.3.2 a chargeback;
14.3.3 suspected fraud;
14.3.4 a Customer dispute;
14.3.5 a legal or regulatory requirement;
14.3.6 payment-provider instructions;
14.3.7 identity or bank verification;
14.3.8 amounts legitimately owed by the Provider to Hercuwheels.
14.4 Hercuwheels may set off amounts properly due from a Provider against future Provider payouts where permitted by law and the applicable payment arrangement.
14.5 Providers are responsible for providing correct payout details.
14.6 Hercuwheels is not responsible for delays caused by incorrect Provider banking information, banking networks, sanctions screening, or payment providers where the delay is outside Hercuwheels' reasonable control.
15.1 Hercuwheels may offer Providers free or paid SaaS subscription plans.
15.2 Features, usage limits, users, storage, support levels, and fees may vary by subscription plan.
15.3 Subscription billing periods may be monthly, annual, or as separately agreed.
15.4 Unless otherwise stated, subscriptions automatically renew for successive billing periods until cancelled.
15.5 Providers may cancel future renewal using the Account functionality or another method made available by Hercuwheels.
15.6 Cancellation normally takes effect at the end of the current paid billing period unless otherwise stated.
15.7 Except where required by law or expressly agreed, amounts paid for an already-started Provider subscription period are not refundable solely because the Provider elects to stop using the SaaS Services.
15.8 Free trials may be subject to usage restrictions and separate trial conditions.
15.9 Hercuwheels does not guarantee that use of its SaaS Services will increase Provider revenue, profit, customer acquisition, efficiency, or business performance.
16.1 Providers are responsible for determining and satisfying their own tax obligations arising from Provider Services.
16.2 Providers are responsible for correct VAT treatment and invoicing obligations relating to their Service Contracts unless a separate written arrangement expressly allocates a particular obligation differently.
16.3 Where Hercuwheels generates invoice documents or accounting records through the SaaS Services, those documents are generated based on information supplied by the Provider.
16.4 The Provider remains responsible for reviewing the accuracy and legal sufficiency of invoices and accounting information.
16.5 Providers authorise Hercuwheels to collect, store, verify, and where legally required report information relating to Provider identity, tax identification, transactions, consideration received, commissions, and other reportable information.
16.6 Hercuwheels may provide such information to tax authorities or other governmental authorities where required by laws including applicable platform reporting legislation.
16.7 Providers must reasonably cooperate with requests for information needed to comply with tax-reporting obligations.
16.8 Failure to provide legally required tax information may result in payout restrictions, Booking restrictions, suspension, or termination where required or permitted by law.
17.1 This Section concerns ordinary Booking cancellation and is separate from any statutory Consumer right of withdrawal described in Section 18.
17.2 The cancellation policy applicable to a Booking will be displayed before confirmation where reasonably possible.
17.3 Unless a different policy is clearly disclosed before Booking, a Customer cancellation more than 48 hours before the agreed Service start time will not incur a Hercuwheels cancellation charge.
17.4 A cancellation within 48 hours of the scheduled Service may result in a reasonable cancellation charge where that charge was disclosed before Booking and is lawful.
17.5 A same-day cancellation, failure to provide access, or Customer no-show may result in additional reasonable charges reflecting reserved labour, transport, travel, or other costs, subject to applicable law and the policy disclosed before Booking.
17.6 Providers must not impose undisclosed or disproportionate cancellation charges.
17.7 A Provider who cannot perform a confirmed Booking must notify the Customer and Hercuwheels as soon as reasonably possible.
17.8 Repeated or unjustified Provider cancellations may affect ranking, eligibility for new Bookings, Provider status, or Account access.
17.9 Hercuwheels may assist in locating a replacement Provider but does not guarantee that a suitable replacement will be available.
17.10 Any replacement Provider must be accepted by the Customer before a new Service Contract is formed.
18.1 Where a Customer is a Consumer and a Service Contract is concluded at distance, the Customer may have a statutory 14-day right to withdraw from that Service Contract without giving a reason, subject to applicable legal exceptions.
18.2 Commercial cancellation rules in Section 17 do not remove or reduce statutory withdrawal rights.
18.3 Where a Consumer requests that Provider Services begin during the statutory withdrawal period, the Consumer may be required to expressly request commencement during that period.
18.4 Where legally permitted and the required information and consent have been provided, a Consumer withdrawing after performance has begun may be required to pay a proportionate amount for Services properly performed before withdrawal.
18.5 Where the Provider fully performs the Service during the withdrawal period after obtaining the legally required express request, consent, and acknowledgement, the Consumer's withdrawal right may cease in accordance with applicable law.
18.6 Any statutory exceptions, including applicable rules concerning urgent repairs or similar Services, remain unaffected.
18.7 Hercuwheels will provide or facilitate legally required withdrawal functionality and information where Hercuwheels is responsible for doing so.
18.8 Where applicable, Consumers may exercise a withdrawal right through the online withdrawal/cancellation functionality made available on the Platform or by another legally permitted method.
19.1 Refund entitlement depends on the circumstances, the Service Contract, the applicable cancellation policy, statutory Consumer rights, and any separate Hercuwheels protection policy.
19.2 Where a refund is approved, Hercuwheels may process or instruct the payment provider to process the refund.
19.3 Payment networks and financial institutions may require additional processing time after a refund has been initiated.
19.4 Statutory Consumer refunds will be processed within the period required by applicable law.
19.5 Hercuwheels may issue a Platform credit instead of a cash refund only where legally permitted and accepted by the User or where the relevant credit was originally promotional and its conditions allow this.
20.1 Customers should first use the Platform dispute process where appropriate before initiating a payment chargeback, without limiting any legal right to contact their bank or payment provider.
20.2 Providers must reasonably cooperate with requests for evidence relating to a payment dispute or chargeback.
20.3 Evidence may include quotations, Booking details, messages, photographs, timesheets, proof of attendance, delivery records, Customer confirmations, invoices, or other relevant documents.
20.4 Where a chargeback relating to Provider Services is upheld, Hercuwheels may recover the corresponding amount and applicable payment-provider charge from the Provider where contractually and legally permitted.
20.5 Fraudulent or abusive chargebacks may result in restrictions or Account termination.
21.1 A Provider is responsible for damage, loss, or defective performance to the extent responsibility arises under the Service Contract or applicable law.
21.2 Hercuwheels does not itself take physical possession or custody of Customer goods and is not a carrier, mover, cleaner, warehouse operator, or bailee merely because the Booking is made through the Platform.
21.3 Customers should inspect Services and property promptly following completion where reasonably possible.
21.4 Customers should report visible damage or loss through the Platform as soon as reasonably possible and preferably within 48 hours after becoming aware of it.
21.5 The administrative reporting period in Section 21.4 does not remove any mandatory statutory rights a Consumer may have.
21.6 A damage report should include reasonable supporting evidence, including photographs, description of the item, approximate age, purchase information where available, circumstances of damage, and any other information reasonably required to investigate.
21.7 Providers must cooperate reasonably with damage investigations and their insurers.
21.8 Hercuwheels may facilitate communication, temporarily hold Provider payouts where contractually permitted, or request evidence, but does not thereby assume responsibility for the underlying damage.
21.9 Hercuwheels is not an insurer. Any optional guarantee, insurance product, or customer-protection programme applies only where expressly offered and subject to its separate terms.
22.1 Customers requesting moving Services must accurately describe the inventory or estimated volume of items.
22.2 Customers must disclose unusually heavy, fragile, oversized, valuable, or technically difficult items, including pianos, safes, large appliances, stone furniture, glass items, artwork, antiques, or machinery.
22.3 Customers must accurately disclose floors, stairs, lift availability, walking distance between property and vehicle, loading restrictions, and other access conditions.
22.4 Unless included in the Booking, Providers are not automatically responsible for dismantling, assembling, disconnecting, reconnecting, packing, unpacking, wall mounting, electrical work, plumbing, or similar ancillary work.
22.5 Providers may charge an agreed reasonable additional amount where actual inventory, access conditions, staffing requirements, waiting time, or Service scope materially exceed the Booking information.
22.6 Providers may refuse to move an item where doing so would create an unreasonable risk of injury, property damage, vehicle damage, or legal violation.
22.7 Customers are responsible for removing or securing confidential documents, cash, jewellery, precious metals, securities, passports, medicines, and other particularly valuable or irreplaceable items unless expressly accepted by the Provider in writing.
23.1 Customers must disclose unusual contamination, hazardous substances, mould, biological material, pest infestation, needles, bodily fluids, or other circumstances requiring specialist cleaning.
23.2 Ordinary cleaning Providers are not required to perform hazardous-material, biohazard, crime-scene, asbestos, extreme mould, or similarly specialised work unless qualified and specifically contracted to do so.
23.3 Customers must provide water, electricity, access, and other facilities where the Booking states these are required.
23.4 Providers must use cleaning products and equipment in accordance with applicable safety instructions.
23.5 Customers must inform Providers of surfaces or materials requiring specialised treatment where this is not reasonably apparent.
24.1 Customers must accurately state the nature, quantity, dimensions, approximate weight, pickup location, delivery location, and special handling requirements of goods.
24.2 Providers must use vehicles that are legally appropriate and reasonably suitable for the relevant transport activity.
24.3 Any permits, carrier licences, vehicle insurance, cargo insurance, or other requirements remain the responsibility of the Provider where applicable.
24.4 Pickup and delivery times may be estimates unless expressly guaranteed in the Service Contract.
24.5 Hercuwheels does not guarantee traffic conditions, border processing, road access, parking, ferry availability, weather conditions, or circumstances outside the reasonable control of the Provider.
24.6 Passenger transport may not be offered through the Platform unless Hercuwheels expressly enables that Service category and the Provider satisfies all applicable legal requirements.
25.1 Users may not use Hercuwheels to request, transport, store, clean, dispose of, or otherwise handle illegal goods or facilitate unlawful activity.
25.2 Unless expressly authorised through a specialist Service category, prohibited or restricted items may include:
25.2.1 illegal drugs or controlled substances;
25.2.2 explosives;
25.2.3 hazardous chemicals;
25.2.4 radioactive materials;
25.2.5 improperly packaged dangerous goods;
25.2.6 stolen property;
25.2.7 unlawful weapons;
25.2.8 goods whose possession or transport violates sanctions, customs, environmental, or other applicable laws.
25.3 Providers may refuse Services if they reasonably suspect that performing them would be unsafe or unlawful.
26.1 Hercuwheels may allow Customers and Providers to submit reviews, ratings, comments, and other feedback.
26.2 Reviews must reflect genuine experiences and must not be fabricated, purchased, manipulated, misleading, defamatory, discriminatory, threatening, or otherwise unlawful.
26.3 Providers may not create or arrange fake Customer accounts to review themselves.
26.4 Providers may not offer compensation conditional on a positive review or on removing a legitimate negative review.
26.5 Users may not threaten another User with a negative review in order to obtain money, discounts, additional Services, or another improper advantage.
26.6 Hercuwheels may use automated and manual methods to detect review manipulation.
26.7 Hercuwheels may remove, restrict, label, or investigate reviews that violate these Terms or applicable law.
26.8 Hercuwheels does not guarantee that ratings or reviews accurately predict future performance.
27.1 Hercuwheels may rank, recommend, sort, or filter Providers.
27.2 Ranking may consider factors including:
27.2.1 relevance to the requested Service;
27.2.2 geographic proximity;
27.2.3 availability;
27.2.4 price or quotation characteristics;
27.2.5 Customer ratings and reviews;
27.2.6 response speed;
27.2.7 acceptance, completion, cancellation, and reliability indicators;
27.2.8 verification status;
27.2.9 service quality indicators;
27.2.10 account activity;
27.2.11 reasonable measures designed to provide opportunities to new Providers;
27.2.12 sponsored placement where offered.
27.3 Relevance, availability, location, and quality or reliability indicators will generally be among the more significant organic ranking considerations, although their relative importance may vary according to the Service Request.
27.4 Hercuwheels may change ranking parameters to improve relevance, safety, fraud prevention, Customer experience, Provider opportunities, or Platform performance.
27.5 Material changes affecting business-user ranking transparency will be communicated where required by applicable law.
27.6 Sponsored or paid placement will be identified as such where required.
27.7 Payment for sponsored placement does not guarantee that a Customer will select or book the Provider.
28.1 Hercuwheels may provide messaging, calling, quotation, and other communication functionality.
28.2 Communications conducted through the Platform may be stored or processed for Service delivery, security, fraud prevention, dispute handling, customer support, and other lawful purposes described in the Privacy Policy.
28.3 Providers must not use Customer contact information obtained through Hercuwheels primarily to divert a Booking away from Hercuwheels in order to avoid Platform Fees.
28.4 Where a Customer and Provider were introduced through Hercuwheels, the Provider must not intentionally redirect the relevant Booking or substantially related repeat Booking outside the Platform solely to avoid applicable Platform Fees during any reasonable non-circumvention period disclosed to the Provider.
28.5 Unless a separate Provider agreement specifies another period, the non-circumvention period under Section 28.4 is 12 months following the initial introduction.
28.6 If a Provider deliberately circumvents the Platform, Hercuwheels may recover Platform Fees that would reasonably have been payable on the circumvented transaction, where permitted by law.
28.7 Hercuwheels may also restrict or terminate Accounts used for repeated deliberate circumvention.
28.8 This Section does not prevent Customers from exercising statutory rights or restrict lawful communication necessary for performance of Services.
29.1 As between Hercuwheels and the Provider, the Provider retains ownership of Provider business information uploaded into the SaaS Services, subject to rights required for Hercuwheels to operate the Platform.
29.2 Hercuwheels may process such information to provide, secure, maintain, analyse, support, and improve the Services as permitted by applicable law and the Privacy Policy.
29.3 Providers are responsible for ensuring that information they upload has been collected lawfully.
29.4 Where Hercuwheels processes personal data on behalf of a Provider through SaaS functionality, the parties may be subject to a separate Data Processing Agreement.
29.5 Providers must not upload data that they are legally prohibited from processing or disclosing to Hercuwheels.
29.6 Hercuwheels may provide data export functionality.
29.7 Following termination, Hercuwheels may provide a reasonable period, normally up to 30 days where technically available, during which the Provider may request or export eligible Provider business data.
29.8 Data may be retained after termination where required for tax, accounting, fraud prevention, dispute resolution, legal compliance, backups, or legitimate legal claims.
29.9 Data relating to Customers cannot be exported or used by Providers in a manner inconsistent with data protection law or the Customer's rights.
30.1 Hercuwheels may use artificial intelligence, machine learning, optimisation systems, automated calculations, or similar technology for estimates, scheduling, routing, document preparation, customer support, matching, recommendations, fraud detection, and operational tools.
30.2 AI-generated outputs may contain errors or be incomplete.
30.3 Unless expressly stated otherwise, AI-generated information is intended to assist Users and does not replace professional judgement.
30.4 Providers remain responsible for reviewing quotations, invoices, schedules, routes, staffing decisions, legal documents, tax information, and other business outputs before relying on them.
30.5 Customers should verify material information before relying on automated estimates.
30.6 Hercuwheels does not guarantee that automated estimates will equal the final Provider price, actual job duration, route time, staffing requirement, or Service outcome.
31.1 Users may not:
31.1.1 use the Platform unlawfully or fraudulently;
31.1.2 scrape or systematically extract Platform data without permission;
31.1.3 reverse engineer, decompile, or attempt to discover Platform source code except where such restriction is prohibited by law;
31.1.4 interfere with Platform security or functionality;
31.1.5 upload malware or malicious code;
31.1.6 manipulate rankings, reviews, quotations, or Platform metrics;
31.1.7 create false Bookings;
31.1.8 misuse payment functionality;
31.1.9 harvest personal data;
31.1.10 harass or threaten other Users or Hercuwheels personnel;
31.1.11 infringe intellectual property, privacy, confidentiality, or other third-party rights;
31.1.12 attempt to bypass security, verification, fees, suspensions, or Platform restrictions.
32.1 Users are responsible for User Content they submit.
32.2 Users warrant that they have the rights necessary to submit User Content and that it does not violate applicable law or third-party rights.
32.3 Hercuwheels may moderate, restrict visibility of, disable access to, or remove User Content where reasonably necessary because the content:
32.3.1 violates these Terms;
32.3.2 is illegal;
32.3.3 is fraudulent or misleading;
32.3.4 threatens safety;
32.3.5 violates intellectual property or privacy rights;
32.3.6 constitutes spam or Platform manipulation;
32.3.7 creates material security or fraud risks.
32.4 Hercuwheels may use automated tools as part of moderation, supplemented by human review where appropriate.
32.5 Users may report suspected illegal content through [email protected].
32.6 Hercuwheels will provide notices, statements of reasons, and available complaint mechanisms regarding moderation decisions where required by applicable law.
33.1 Hercuwheels may proportionately restrict or suspend an Account where reasonably necessary due to:
33.1.1 breach of these Terms;
33.1.2 suspected fraud;
33.1.3 security threats;
33.1.4 repeated cancellations or no-shows;
33.1.5 serious complaints;
33.1.6 unsafe behaviour;
33.1.7 expired or invalid Provider verification;
33.1.8 non-payment;
33.1.9 chargeback abuse;
33.1.10 illegal content or activity;
33.1.11 sanctions or regulatory requirements;
33.1.12 material risk to Customers, Providers, Hercuwheels, or third parties.
33.2 Where required by law, Hercuwheels will provide a Provider with reasons for a restriction or suspension.
33.3 Where applicable law requires advance notice before full termination of a Provider's access to online intermediation services, Hercuwheels will provide the required notice and reasons.
33.4 Advance notice may not apply where immediate action is legally permitted or required, including cases involving legal obligations, repeated serious violations, fraud, cybersecurity threats, or imminent danger.
33.5 Users may be provided an opportunity to submit information challenging an enforcement decision.
33.6 Hercuwheels may restore an Account where the underlying concern is satisfactorily resolved.
33.7 Termination does not eliminate payment obligations, claims, refunds, chargebacks, tax-reporting obligations, confidentiality obligations, or provisions intended to survive termination.
34.1 Hercuwheels processes personal data in accordance with applicable data-protection legislation, including the GDPR where applicable.
34.2 Details regarding categories of data, purposes, legal bases, retention, recipients, international transfers, and individual rights are described in the Hercuwheels Privacy Policy available at this link.
34.3 Acceptance of these Terms does not constitute blanket consent to every form of personal-data processing. Hercuwheels will rely on the appropriate lawful basis for each processing activity.
34.4 Certain information must be shared between a Customer and Provider in order to arrange and perform a Booking.
34.5 Providers act independently in relation to personal data they process for their own business purposes and are responsible for complying with applicable data-protection obligations.
34.6 Users must not misuse personal information obtained through the Platform.
35.1 Providers must keep confidential non-public information obtained from Customers during the performance of Services where the information is reasonably confidential by nature.
35.2 Customers must not misuse confidential Provider information disclosed in connection with quotations or Services.
35.3 Confidentiality obligations do not prevent disclosures required by law, regulators, courts, insurers, professional advisers, or law-enforcement authorities.
36.1 Hercuwheels and its licensors own all intellectual-property rights in the Platform, software, databases, design, branding, algorithms, documentation, and Hercuwheels-created content.
36.2 Subject to these Terms, Hercuwheels grants Users a limited, revocable, non-exclusive, non-transferable right to use the Platform for its intended purpose.
36.3 Users retain ownership of intellectual-property rights they hold in their User Content.
36.4 By uploading User Content, the User grants Hercuwheels a non-exclusive, worldwide, royalty-free licence for the period reasonably necessary to host, store, reproduce, technically adapt, display, transmit, moderate, and otherwise use that content for operating, securing, supporting, and improving the Platform.
36.5 Provider logos, profile information, photographs, and public business information may also be used to promote the Provider's availability through Hercuwheels and market the Platform.
36.6 Hercuwheels will not use identifiable private Customer photographs for unrelated advertising without an appropriate legal basis or separate permission where required.
37.1 The Platform may rely on third parties including payment processors, mapping providers, communication providers, identity-verification services, cloud infrastructure, analytics tools, accounting integrations, and other technology providers.
37.2 Separate third-party terms may apply where Users directly use a third-party service.
37.3 Hercuwheels is not responsible for independent third-party products or services to the extent the relevant issue is outside Hercuwheels' reasonable control.
37.4 Links to third-party websites do not constitute an endorsement of their content or practices.
38.1 Hercuwheels aims to provide a reliable Platform but does not guarantee uninterrupted or error-free availability.
38.2 Hercuwheels may conduct maintenance, updates, security work, migrations, or emergency interventions that temporarily affect availability.
38.3 Hercuwheels will take appropriate technical and organisational measures designed to protect Platform systems and personal data in accordance with applicable obligations.
38.4 No internet-connected service can be guaranteed to be completely secure.
38.5 Users are responsible for securing their own devices, passwords, email accounts, networks, and integrations.
39.1 To the extent permitted by law, a party will not be liable for delay or failure caused by circumstances beyond its reasonable control.
39.2 Such circumstances may include severe weather, natural disasters, fire, flood, war, civil disturbance, governmental restrictions, strikes not limited to the affected party's own workforce, major traffic disruption, infrastructure failures, cyberattacks, widespread telecommunications outages, electricity failures, epidemics, and failures of critical third-party infrastructure.
39.3 The affected party must take reasonable steps to reduce the impact where practical.
39.4 Nothing in this Section removes statutory Consumer rights that cannot legally be excluded.
40.1 Hercuwheels remains responsible for its own obligations under applicable law.
40.2 Because Provider Services are normally supplied independently by Providers, Hercuwheels is not responsible merely by operating the Platform for:
40.2.1 Provider workmanship;
40.2.2 Provider negligence;
40.2.3 Provider delays or cancellations;
40.2.4 Provider property damage;
40.2.5 acts of Provider employees or subcontractors;
40.2.6 Customer conduct;
40.2.7 inaccurate information supplied by Users.
40.3 Verification, ratings, reviews, badges, recommendations, ranking, or previous performance do not constitute a guarantee by Hercuwheels of future Provider performance.
40.4 Hercuwheels is not responsible for indirect or consequential loss arising from Provider Services where such exclusion is permitted by applicable law.
40.5 For Providers and other Business Users, Hercuwheels' aggregate contractual and non-contractual liability arising from the Platform during any twelve-month period will, to the maximum extent legally permitted, not exceed the total Platform Fees actually paid by the relevant Business User to Hercuwheels during the twelve months immediately preceding the event giving rise to the claim.
40.6 To the maximum extent legally permitted, Hercuwheels is not liable to a Business User for loss of profit, loss of revenue, loss of business opportunity, loss of goodwill, anticipated savings, indirect loss, or consequential loss.
40.7 Nothing in these Terms excludes or restricts liability where exclusion or restriction is prohibited by law, including liability arising from fraud, intentional misconduct, or other liability that cannot legally be limited.
40.8 Sections 40.5 and 40.6 do not apply to Consumers where such limitation would conflict with mandatory Consumer law.
41.1 To the maximum extent permitted by law, a Provider will indemnify Hercuwheels against third-party claims, losses, liabilities, and reasonable costs arising directly from:
41.1.1 the Provider's performance or non-performance of Provider Services;
41.1.2 acts or omissions of Provider personnel or subcontractors;
41.1.3 Provider property damage or personal injury;
41.1.4 Provider violation of law;
41.1.5 Provider infringement of third-party rights;
41.1.6 Provider employment, tax, payroll, or subcontractor obligations;
41.1.7 materially false or misleading Provider information;
41.1.8 Provider Content supplied to the Platform.
41.2 This indemnity applies only to the extent the relevant claim is attributable to the Provider and does not require the Provider to indemnify Hercuwheels for losses caused by Hercuwheels' own conduct for which Hercuwheels is legally responsible.
42.1 Customers should first provide Providers with a reasonable opportunity to respond to concerns regarding Provider Services.
42.2 Users may use Hercuwheels support or dispute functionality to communicate regarding a disagreement.
42.3 Hercuwheels may request supporting information from both parties.
42.4 Hercuwheels may attempt to facilitate a voluntary settlement but is not a court, arbitrator, insurer, or judicial authority.
42.5 Unless a separate protection policy expressly provides otherwise, Hercuwheels' assistance with a dispute does not make Hercuwheels responsible for satisfying a Provider's obligations.
42.6 Hercuwheels may take separate Platform enforcement action based on conduct revealed during a dispute regardless of the outcome of the contractual dispute between Customer and Provider.
43.1 Providers may submit complaints regarding Platform functionality, account restrictions, ranking, payments, technical issues, application of these Terms, or other Platform matters through [email protected].
43.2 Hercuwheels will assess complaints reasonably, proportionately, and without charge where required by applicable law.
43.3 Hercuwheels will communicate the outcome in clear language.
43.4 Where applicable legislation requires Hercuwheels to maintain a formal internal complaint-handling system or identify independent mediators, Hercuwheels will maintain and disclose the required procedures and mediator information.
44.1 These Terms and the contractual relationship between Hercuwheels and the User are governed by Dutch law.
44.2 If the User is a Consumer, Section 44.1 does not deprive the Consumer of mandatory protections available under the law that would otherwise apply to the Consumer.
44.3 Before commencing legal proceedings, Users are encouraged to contact Hercuwheels at [email protected] to attempt to resolve the matter informally.
44.4 Disputes between Hercuwheels and Business Users will be submitted to the competent courts of the Netherlands, with the court of Almere, Flevoland having jurisdiction where a valid exclusive jurisdiction agreement is permitted.
44.5 Consumers may bring proceedings before any court having jurisdiction under mandatory Consumer and procedural law.
44.6 Nothing in these Terms requires a Consumer to submit disputes to mandatory binding arbitration or waives a Consumer's mandatory right of access to a competent court.
44.7 A dispute regarding Provider Services is principally a dispute between the Customer and Provider under their Service Contract.
45.1 Hercuwheels may amend these Terms for legitimate reasons including changes in law, regulation, security requirements, Platform functionality, technology, business models, pricing structures, or Services.
45.2 Material amendments affecting Providers will normally be notified on a durable medium at least 30 days before taking effect.
45.3 A longer notice period may be provided where reasonably necessary for Providers to make significant technical or commercial adaptations.
45.4 Shorter notice may apply where an amendment is required by law or necessary to address an unforeseen and imminent security, fraud, malware, spam, data-breach, or similar risk.
45.5 Adverse changes applicable to Providers will not be applied retroactively except where legally required or otherwise permitted by applicable law.
45.6 Providers may terminate their ongoing relationship with Hercuwheels before a material amendment becomes effective where required by applicable law or the applicable subscription agreement.
45.7 Material changes affecting Consumers will be communicated in accordance with applicable Consumer law.
45.8 The version of the Terms applicable when a Booking is confirmed will normally continue to govern that Booking unless mandatory law requires otherwise.
46.1 Customers may request Account closure subject to outstanding Bookings, disputes, payment obligations, or legal retention requirements.
46.2 Providers may stop using the Platform and terminate eligible subscriptions in accordance with the applicable subscription arrangement.
46.3 Account closure does not automatically cancel existing Service Contracts.
46.4 Users remain responsible for obligations accrued before termination.
47.1 Users may not transfer their Account or rights under these Terms without Hercuwheels' prior written consent except where applicable law provides otherwise.
47.2 Hercuwheels may transfer its rights and obligations as part of a merger, restructuring, financing, sale of business, transfer to an affiliated company, or similar transaction, provided that Consumer rights are not unlawfully reduced.
48.1 If any provision of these Terms is found invalid, unlawful, or unenforceable, the remaining provisions will continue in effect to the extent legally possible.
48.2 Any invalid provision should, where legally possible, be interpreted or replaced in a manner that most closely reflects its lawful commercial purpose.
49.1 Failure by Hercuwheels to enforce a provision on one occasion does not constitute a waiver of that provision or the right to enforce it later.
50.1 These Terms together with applicable Booking terms, Provider subscription agreements, the Privacy Policy, payment terms, cancellation policies, and other policies expressly incorporated by reference constitute the applicable agreement between Hercuwheels and the User regarding use of the Platform.
50.2 Separate written commercial agreements signed by Hercuwheels and a Provider may supplement or amend these Terms.
51.1 Users agree that contracts, Booking confirmations, invoices, Platform notices, and other communications may be provided electronically where legally permitted.
51.2 Users are responsible for maintaining a valid email address and reviewing Account notifications.
51.3 Notices required to be provided on a durable medium may be sent by email, downloadable document, Account message capable of being stored, or another legally valid method.
Last updated: 27, August 2026
These Terms and Conditions ("Terms") govern access to and use of the Hercuwheels platform, including our website, mobile applications, provider software, booking functionality, communication tools, payment functionality, Software-as-a-Service ("SaaS") products, and related services (collectively, the "Platform").
By creating an Account, submitting or accepting a Service Request, making or receiving a Booking, purchasing a subscription, or otherwise using the Platform, you agree to these Terms and any policies expressly incorporated into them.
If you do not agree to these Terms, you may not use the Platform.
Nothing in these Terms limits any rights that a Consumer cannot legally waive under applicable Dutch or European Union law.
1.1 "Account" means a registered Customer or Provider account used to access the Platform.
1.2 "Booking" means a confirmed arrangement for Services between a Customer and a Provider made through the Platform.
1.3 "Business Customer" means a Customer acting for purposes related to its trade, business, craft, or profession.
1.4 "Consumer" means a natural person acting for purposes outside their trade, business, craft, or profession.
1.5 "Customer" means a person or organisation seeking, requesting, booking, or purchasing Services from a Provider through the Platform.
1.6 "Provider" means an independent business, sole trader, legal entity, or other authorised professional offering Services through the Platform.
1.7 "Provider Services" means services offered by Providers, including moving, transport, logistics, cleaning, packing, furniture assembly or disassembly, waste or disposal-related services where permitted, storage-related services where offered, and other categories made available on the Platform.
1.8 "Service Contract" means the agreement for the performance of Provider Services entered into between a Customer and a Provider.
1.9 "Service Request" means information submitted by a Customer describing requested Provider Services.
1.10 "Platform Fee" means any commission, booking fee, service fee, subscription charge, transaction charge, lead fee, payment-processing charge, or other amount payable to Hercuwheels as disclosed before the relevant transaction.
1.11 "Provider Content" means information, photographs, descriptions, prices, quotations, documents, reviews responses, logos, trademarks, business information, and other content uploaded or supplied by a Provider.
1.12 "User Content" means any information, photographs, messages, documents, reviews, comments, or other material supplied to the Platform by a User.
1.13 "User" means any Customer, Provider, authorised Provider employee, or other person using the Platform.
1.14 "SaaS Services" means operational software offered by Hercuwheels to Providers, which may include scheduling, job management, workforce management, customer management, invoicing, document generation, quotations, analytics, routing, communications, and related functionality.
2.1 These Terms regulate the relationship between Hercuwheels and each User.
2.2 Unless Hercuwheels expressly states otherwise before a Booking is confirmed, the Provider — and not Hercuwheels — is the party supplying the Provider Services to the Customer.
2.3 A separate Service Contract is therefore normally formed directly between the Customer and the Provider.
2.4 Hercuwheels is not a party to the Service Contract merely because the Platform facilitates communication, quotation, Booking, invoicing, payment, scheduling, dispute communication, or other administrative functionality.
2.5 Hercuwheels does not employ Providers and does not ordinarily exercise control over the manner in which Providers perform Provider Services.
2.6 Nothing in these Terms creates an employment relationship, partnership, agency, franchise, joint venture, fiduciary relationship, or similar relationship between Hercuwheels and a Provider.
2.7 Nothing in Section 2 overrides a legal classification that applies under mandatory law based on the actual circumstances of a relationship.
2.8 Where Hercuwheels expressly offers a service in its own name, separate terms may apply and the checkout or service description will identify Hercuwheels as the contracting service provider.
3.1 Hercuwheels provides technology enabling Customers to discover, compare, communicate with, request quotations from, book, and pay Providers.
3.2 Hercuwheels may also provide Providers with SaaS Services for managing their businesses.
3.3 Hercuwheels may introduce, modify, discontinue, test, or restrict Platform features from time to time, subject to applicable law and any contractual notice obligations.
3.4 Hercuwheels does not guarantee that any Customer will receive a suitable quotation or that any Provider will receive a minimum number of leads, Customers, Bookings, revenue, or income.
3.5 Availability of Providers may vary according to location, date, Service category, pricing, qualifications, vehicle requirements, Provider capacity, and other factors.
3.6 Hercuwheels may facilitate a resolution between a Customer and Provider but is not required to perform Provider Services itself, redo defective work, or compensate a User for another User's acts unless required by law or expressly provided by a separate Hercuwheels guarantee or protection programme.
4.1 Users must be at least 18 years old and legally capable of entering into binding agreements.
4.2 Users must provide complete, accurate, truthful, and current information.
4.3 Users may not impersonate another person or organisation or create an Account using false, misleading, stolen, or unauthorised information.
4.4 Users are responsible for maintaining the confidentiality and security of their credentials.
4.5 Users are responsible for activities carried out through their Account unless such activities result from a security failure attributable to Hercuwheels.
4.6 Users must notify Hercuwheels promptly if they suspect unauthorised access, compromised credentials, fraud, or misuse.
4.7 Hercuwheels may require identity verification, telephone verification, email verification, payment verification, multi-factor authentication, or other reasonable security measures.
4.8 A User may not create a replacement Account for the purpose of avoiding suspension, debt, investigation, verification requirements, restrictions, or enforcement action.
5.1 Unless Hercuwheels expressly permits otherwise, Providers must use the Platform in a professional or commercial capacity.
5.2 A Provider must maintain all registrations required for its business, including Chamber of Commerce registration where applicable.
5.3 Hercuwheels may require Providers to supply and periodically update:
5.3.1 legal name and trading name;
5.3.2 registered and operating addresses;
5.3.3 telephone number and email address;
5.3.4 KvK or equivalent registration details;
5.3.5 VAT identification number;
5.3.6 tax identification information;
5.3.7 identity documents of authorised representatives or beneficial owners where legally required;
5.3.8 bank or payment-account information;
5.3.9 permits, licences, qualifications, certificates, and insurance documents;
5.3.10 information required by payment providers, tax authorities, or applicable marketplace legislation.
5.4 Providers authorise Hercuwheels to verify supplied information through appropriate databases, authorities, verification partners, payment providers, insurers, or publicly available registers where lawful.
5.5 Verification reflects information available at a particular time and does not constitute a guarantee, certification, recommendation, or warranty by Hercuwheels regarding the Provider's future conduct, competence, solvency, insurance coverage, or Service quality.
5.6 Providers must immediately notify Hercuwheels of material changes to their registration, insurance, licences, qualifications, ownership, tax status, insolvency status, or ability to lawfully provide Services.
5.7 Hercuwheels may restrict a Provider from accepting new Bookings while required information is missing, expired, disputed, or being verified.
6.1 Providers must perform Services professionally, safely, competently, diligently, and in accordance with the Service Contract.
6.2 Providers must comply with all laws and regulations applicable to their operations and Services.
6.3 Providers must maintain licences, registrations, permits, vehicle approvals, insurance policies, qualifications, and certifications legally required for the Services they offer.
6.4 Providers must maintain appropriate business and third-party liability insurance reasonably suitable for their activities and, where applicable, motor vehicle, cargo, employer, professional, or other relevant insurance.
6.5 Providers must not advertise Services they are legally or professionally unable to perform.
6.6 Providers must ensure that quotations, descriptions, availability, pricing information, and business details are accurate and not misleading.
6.7 Providers must communicate professionally and must not harass, intimidate, threaten, discriminate against, or abuse Customers or other Users.
6.8 Providers must take reasonable measures to protect Customer property.
6.9 Providers must respect Customer privacy and may use Customer contact details only for legitimate purposes connected with the Booking unless the Customer separately consents to another use.
6.10 Providers may not send unsolicited marketing communications using Customer information obtained through Hercuwheels unless legally permitted and the required consent has been obtained.
6.11 Providers remain responsible for complying with consumer law applicable to their Service Contracts.
6.12 Providers must provide Customers with legally required pre-contractual information, guarantees, withdrawal information, invoices, receipts, and other documentation where applicable.
7.1 A Provider may use employees, workers, subcontractors, or other personnel only where lawful and appropriate for the Service.
7.2 The Provider remains fully responsible to the Customer for Services performed by its personnel and subcontractors.
7.3 Providers must ensure that personnel are appropriately trained, qualified, legally permitted to work, and properly supervised.
7.4 Providers are solely responsible for salaries, employment obligations, payroll taxes, social-security obligations, pensions, insurance, working-time rules, health and safety obligations, and other obligations toward their personnel.
7.5 Where the identity or qualifications of the person carrying out the Service are material to the Booking, the Provider must inform the Customer before substituting another person.
7.6 Hercuwheels may require information regarding personnel performing Services where reasonably necessary for safety, verification, complaint handling, fraud prevention, or legal compliance.
8.1 Customers must provide complete and accurate information about requested Services.
8.2 Customers must disclose information reasonably relevant to pricing, staffing, equipment, access, timing, and safety.
8.3 Customers must not deliberately understate the size, weight, quantity, difficulty, duration, access conditions, travel distance, contamination, or other characteristics of a job in order to obtain a lower quotation.
8.4 Customers must ensure that they have authority to request Services at the relevant premises and in relation to the relevant property.
8.5 Customers must provide safe and lawful access at the agreed time.
8.6 Customers must obtain parking permissions, building permissions, lift reservations, access codes, loading permissions, or similar arrangements where the Booking specifies that these are the Customer's responsibility.
8.7 Customers must disclose known hazards including unsafe structures, hazardous substances, infestations, biological contamination, aggressive animals, unsafe electrical systems, or other material risks.
8.8 Customers must behave respectfully toward Providers and their personnel.
8.9 Customers may not instruct a Provider to perform illegal, unsafe, discriminatory, fraudulent, or otherwise prohibited activities.
8.10 Customers are responsible for securing cash, jewellery, passports, sensitive documents, keys, medicines, digital devices containing sensitive information, and other particularly valuable or irreplaceable property unless custody of such property is expressly included in the Service Contract.
9.1 Customers are responsible for the information submitted in a Service Request.
9.2 Providers are responsible for quotations they submit.
9.3 Unless expressly identified as a fixed price, prices generated by calculators, artificial intelligence, automated tools, historical data, indicative price ranges, or similar functionality are estimates only.
9.4 An estimate may change if information supplied by the Customer is inaccurate, incomplete, or changes.
9.5 Factors affecting a moving or logistics quotation may include volume, weight, distance, number of workers, stairs, lifts, parking distance, dismantling, reassembly, packaging, special objects, waiting time, tolls, ferry costs, permits, and access restrictions.
9.6 Factors affecting cleaning quotations may include surface area, condition, contamination, required equipment, number of rooms, windows, materials, pets, and requested cleaning standard.
9.7 A Provider must make clear whether a quotation is fixed, hourly, estimated, capped, or otherwise variable.
9.8 For Consumer Bookings, legally required pricing information must be provided clearly before the Customer becomes bound.
10.1 Submission of a Service Request does not necessarily create a Booking.
10.2 A Service Contract is formed when the Booking is confirmed in the manner specified by the Platform, for example when the Customer accepts a Provider quotation or an instant Booking is confirmed.
10.3 The Booking confirmation may contain additional job-specific terms, including date, estimated duration, personnel, price, cancellation policy, Service scope, materials, vehicle requirements, or other information.
10.4 Job-specific terms accepted by both parties form part of the Service Contract.
10.5 If there is a conflict between these Terms and agreed job-specific terms concerning the Provider Services, the job-specific terms normally govern the Service Contract between the Customer and Provider, except where they conflict with mandatory law or the provisions regulating use of the Hercuwheels Platform.
10.6 Providers may decline Service Requests before acceptance.
10.7 Customers may select freely among Providers available through the Platform.
11.1 If the actual Service materially differs from information supplied when the Booking was made, the Provider may propose a reasonable price or schedule adjustment.
11.2 Except in genuine emergencies or where otherwise legally permitted, additional charges should be communicated to the Customer before the additional work is performed.
11.3 Providers may refuse additional work that is unsafe, illegal, outside their competence, outside agreed working hours, or materially different from the original Service.
11.4 Where possible, additional work and price adjustments should be documented through the Platform.
11.5 Hercuwheels may use Platform records, including original Service Requests, quotations, photographs, messages, timestamps, and change confirmations, when assisting with a dispute.
12.1 Applicable prices and Platform Fees will be disclosed through the Platform before the relevant User becomes contractually bound, where required by law.
12.2 Hercuwheels may charge Customers a booking or service fee and Providers a commission, transaction fee, subscription fee, lead fee, or other agreed Platform Fee.
12.3 Hercuwheels may use different commercial arrangements for different Provider categories, plans, locations, or Services.
12.4 Provider prices presented to Consumers must include VAT and other unavoidable charges where required by law.
12.5 Fees payable by Providers are exclusive of VAT unless expressly stated otherwise.
12.6 Providers may not misrepresent Platform Fees as taxes or governmental charges.
12.7 Hercuwheels may introduce promotional pricing, discounts, credits, vouchers, or referral benefits subject to separate conditions.
13.1 Where online payment is enabled, payments may be processed by one or more regulated third-party payment service providers.
13.2 Use of payment functionality may therefore be subject to additional terms and verification requirements of the relevant payment service provider.
13.3 By submitting a payment method, the Customer authorises the applicable charges associated with the Booking.
13.4 Hercuwheels or its payment provider may place a pre-authorisation or reservation on a payment method where this is disclosed.
13.5 Hercuwheels does not operate as a bank and funds processed through the Platform are not deposits with Hercuwheels.
13.6 Hercuwheels will not be deemed to take possession of Customer property merely because payments are processed through the Platform.
13.7 Users must not use the Platform to process fraudulent transactions, money laundering, prohibited transactions, or transactions unrelated to legitimate Services.
13.8 Where the Platform requires payment through the Platform for a Booking, Customers and Providers must not intentionally move payment outside the Platform for the purpose of avoiding Platform Fees or Platform protections.
14.1 Provider payout timing will be displayed in the Provider account or applicable commercial agreement.
14.2 Payouts may be subject to payment-provider verification and banking processing times.
14.3 Hercuwheels may reasonably delay, reserve, reduce, or suspend a Provider payout where necessary in connection with:
14.3.1 a refund;
14.3.2 a chargeback;
14.3.3 suspected fraud;
14.3.4 a Customer dispute;
14.3.5 a legal or regulatory requirement;
14.3.6 payment-provider instructions;
14.3.7 identity or bank verification;
14.3.8 amounts legitimately owed by the Provider to Hercuwheels.
14.4 Hercuwheels may set off amounts properly due from a Provider against future Provider payouts where permitted by law and the applicable payment arrangement.
14.5 Providers are responsible for providing correct payout details.
14.6 Hercuwheels is not responsible for delays caused by incorrect Provider banking information, banking networks, sanctions screening, or payment providers where the delay is outside Hercuwheels' reasonable control.
15.1 Hercuwheels may offer Providers free or paid SaaS subscription plans.
15.2 Features, usage limits, users, storage, support levels, and fees may vary by subscription plan.
15.3 Subscription billing periods may be monthly, annual, or as separately agreed.
15.4 Unless otherwise stated, subscriptions automatically renew for successive billing periods until cancelled.
15.5 Providers may cancel future renewal using the Account functionality or another method made available by Hercuwheels.
15.6 Cancellation normally takes effect at the end of the current paid billing period unless otherwise stated.
15.7 Except where required by law or expressly agreed, amounts paid for an already-started Provider subscription period are not refundable solely because the Provider elects to stop using the SaaS Services.
15.8 Free trials may be subject to usage restrictions and separate trial conditions.
15.9 Hercuwheels does not guarantee that use of its SaaS Services will increase Provider revenue, profit, customer acquisition, efficiency, or business performance.
16.1 Providers are responsible for determining and satisfying their own tax obligations arising from Provider Services.
16.2 Providers are responsible for correct VAT treatment and invoicing obligations relating to their Service Contracts unless a separate written arrangement expressly allocates a particular obligation differently.
16.3 Where Hercuwheels generates invoice documents or accounting records through the SaaS Services, those documents are generated based on information supplied by the Provider.
16.4 The Provider remains responsible for reviewing the accuracy and legal sufficiency of invoices and accounting information.
16.5 Providers authorise Hercuwheels to collect, store, verify, and where legally required report information relating to Provider identity, tax identification, transactions, consideration received, commissions, and other reportable information.
16.6 Hercuwheels may provide such information to tax authorities or other governmental authorities where required by laws including applicable platform reporting legislation.
16.7 Providers must reasonably cooperate with requests for information needed to comply with tax-reporting obligations.
16.8 Failure to provide legally required tax information may result in payout restrictions, Booking restrictions, suspension, or termination where required or permitted by law.
17.1 This Section concerns ordinary Booking cancellation and is separate from any statutory Consumer right of withdrawal described in Section 18.
17.2 The cancellation policy applicable to a Booking will be displayed before confirmation where reasonably possible.
17.3 Unless a different policy is clearly disclosed before Booking, a Customer cancellation more than 48 hours before the agreed Service start time will not incur a Hercuwheels cancellation charge.
17.4 A cancellation within 48 hours of the scheduled Service may result in a reasonable cancellation charge where that charge was disclosed before Booking and is lawful.
17.5 A same-day cancellation, failure to provide access, or Customer no-show may result in additional reasonable charges reflecting reserved labour, transport, travel, or other costs, subject to applicable law and the policy disclosed before Booking.
17.6 Providers must not impose undisclosed or disproportionate cancellation charges.
17.7 A Provider who cannot perform a confirmed Booking must notify the Customer and Hercuwheels as soon as reasonably possible.
17.8 Repeated or unjustified Provider cancellations may affect ranking, eligibility for new Bookings, Provider status, or Account access.
17.9 Hercuwheels may assist in locating a replacement Provider but does not guarantee that a suitable replacement will be available.
17.10 Any replacement Provider must be accepted by the Customer before a new Service Contract is formed.
18.1 Where a Customer is a Consumer and a Service Contract is concluded at distance, the Customer may have a statutory 14-day right to withdraw from that Service Contract without giving a reason, subject to applicable legal exceptions.
18.2 Commercial cancellation rules in Section 17 do not remove or reduce statutory withdrawal rights.
18.3 Where a Consumer requests that Provider Services begin during the statutory withdrawal period, the Consumer may be required to expressly request commencement during that period.
18.4 Where legally permitted and the required information and consent have been provided, a Consumer withdrawing after performance has begun may be required to pay a proportionate amount for Services properly performed before withdrawal.
18.5 Where the Provider fully performs the Service during the withdrawal period after obtaining the legally required express request, consent, and acknowledgement, the Consumer's withdrawal right may cease in accordance with applicable law.
18.6 Any statutory exceptions, including applicable rules concerning urgent repairs or similar Services, remain unaffected.
18.7 Hercuwheels will provide or facilitate legally required withdrawal functionality and information where Hercuwheels is responsible for doing so.
18.8 Where applicable, Consumers may exercise a withdrawal right through the online withdrawal/cancellation functionality made available on the Platform or by another legally permitted method.
19.1 Refund entitlement depends on the circumstances, the Service Contract, the applicable cancellation policy, statutory Consumer rights, and any separate Hercuwheels protection policy.
19.2 Where a refund is approved, Hercuwheels may process or instruct the payment provider to process the refund.
19.3 Payment networks and financial institutions may require additional processing time after a refund has been initiated.
19.4 Statutory Consumer refunds will be processed within the period required by applicable law.
19.5 Hercuwheels may issue a Platform credit instead of a cash refund only where legally permitted and accepted by the User or where the relevant credit was originally promotional and its conditions allow this.
20.1 Customers should first use the Platform dispute process where appropriate before initiating a payment chargeback, without limiting any legal right to contact their bank or payment provider.
20.2 Providers must reasonably cooperate with requests for evidence relating to a payment dispute or chargeback.
20.3 Evidence may include quotations, Booking details, messages, photographs, timesheets, proof of attendance, delivery records, Customer confirmations, invoices, or other relevant documents.
20.4 Where a chargeback relating to Provider Services is upheld, Hercuwheels may recover the corresponding amount and applicable payment-provider charge from the Provider where contractually and legally permitted.
20.5 Fraudulent or abusive chargebacks may result in restrictions or Account termination.
21.1 A Provider is responsible for damage, loss, or defective performance to the extent responsibility arises under the Service Contract or applicable law.
21.2 Hercuwheels does not itself take physical possession or custody of Customer goods and is not a carrier, mover, cleaner, warehouse operator, or bailee merely because the Booking is made through the Platform.
21.3 Customers should inspect Services and property promptly following completion where reasonably possible.
21.4 Customers should report visible damage or loss through the Platform as soon as reasonably possible and preferably within 48 hours after becoming aware of it.
21.5 The administrative reporting period in Section 21.4 does not remove any mandatory statutory rights a Consumer may have.
21.6 A damage report should include reasonable supporting evidence, including photographs, description of the item, approximate age, purchase information where available, circumstances of damage, and any other information reasonably required to investigate.
21.7 Providers must cooperate reasonably with damage investigations and their insurers.
21.8 Hercuwheels may facilitate communication, temporarily hold Provider payouts where contractually permitted, or request evidence, but does not thereby assume responsibility for the underlying damage.
21.9 Hercuwheels is not an insurer. Any optional guarantee, insurance product, or customer-protection programme applies only where expressly offered and subject to its separate terms.
22.1 Customers requesting moving Services must accurately describe the inventory or estimated volume of items.
22.2 Customers must disclose unusually heavy, fragile, oversized, valuable, or technically difficult items, including pianos, safes, large appliances, stone furniture, glass items, artwork, antiques, or machinery.
22.3 Customers must accurately disclose floors, stairs, lift availability, walking distance between property and vehicle, loading restrictions, and other access conditions.
22.4 Unless included in the Booking, Providers are not automatically responsible for dismantling, assembling, disconnecting, reconnecting, packing, unpacking, wall mounting, electrical work, plumbing, or similar ancillary work.
22.5 Providers may charge an agreed reasonable additional amount where actual inventory, access conditions, staffing requirements, waiting time, or Service scope materially exceed the Booking information.
22.6 Providers may refuse to move an item where doing so would create an unreasonable risk of injury, property damage, vehicle damage, or legal violation.
22.7 Customers are responsible for removing or securing confidential documents, cash, jewellery, precious metals, securities, passports, medicines, and other particularly valuable or irreplaceable items unless expressly accepted by the Provider in writing.
23.1 Customers must disclose unusual contamination, hazardous substances, mould, biological material, pest infestation, needles, bodily fluids, or other circumstances requiring specialist cleaning.
23.2 Ordinary cleaning Providers are not required to perform hazardous-material, biohazard, crime-scene, asbestos, extreme mould, or similarly specialised work unless qualified and specifically contracted to do so.
23.3 Customers must provide water, electricity, access, and other facilities where the Booking states these are required.
23.4 Providers must use cleaning products and equipment in accordance with applicable safety instructions.
23.5 Customers must inform Providers of surfaces or materials requiring specialised treatment where this is not reasonably apparent.
24.1 Customers must accurately state the nature, quantity, dimensions, approximate weight, pickup location, delivery location, and special handling requirements of goods.
24.2 Providers must use vehicles that are legally appropriate and reasonably suitable for the relevant transport activity.
24.3 Any permits, carrier licences, vehicle insurance, cargo insurance, or other requirements remain the responsibility of the Provider where applicable.
24.4 Pickup and delivery times may be estimates unless expressly guaranteed in the Service Contract.
24.5 Hercuwheels does not guarantee traffic conditions, border processing, road access, parking, ferry availability, weather conditions, or circumstances outside the reasonable control of the Provider.
24.6 Passenger transport may not be offered through the Platform unless Hercuwheels expressly enables that Service category and the Provider satisfies all applicable legal requirements.
25.1 Users may not use Hercuwheels to request, transport, store, clean, dispose of, or otherwise handle illegal goods or facilitate unlawful activity.
25.2 Unless expressly authorised through a specialist Service category, prohibited or restricted items may include:
25.2.1 illegal drugs or controlled substances;
25.2.2 explosives;
25.2.3 hazardous chemicals;
25.2.4 radioactive materials;
25.2.5 improperly packaged dangerous goods;
25.2.6 stolen property;
25.2.7 unlawful weapons;
25.2.8 goods whose possession or transport violates sanctions, customs, environmental, or other applicable laws.
25.3 Providers may refuse Services if they reasonably suspect that performing them would be unsafe or unlawful.
26.1 Hercuwheels may allow Customers and Providers to submit reviews, ratings, comments, and other feedback.
26.2 Reviews must reflect genuine experiences and must not be fabricated, purchased, manipulated, misleading, defamatory, discriminatory, threatening, or otherwise unlawful.
26.3 Providers may not create or arrange fake Customer accounts to review themselves.
26.4 Providers may not offer compensation conditional on a positive review or on removing a legitimate negative review.
26.5 Users may not threaten another User with a negative review in order to obtain money, discounts, additional Services, or another improper advantage.
26.6 Hercuwheels may use automated and manual methods to detect review manipulation.
26.7 Hercuwheels may remove, restrict, label, or investigate reviews that violate these Terms or applicable law.
26.8 Hercuwheels does not guarantee that ratings or reviews accurately predict future performance.
27.1 Hercuwheels may rank, recommend, sort, or filter Providers.
27.2 Ranking may consider factors including:
27.2.1 relevance to the requested Service;
27.2.2 geographic proximity;
27.2.3 availability;
27.2.4 price or quotation characteristics;
27.2.5 Customer ratings and reviews;
27.2.6 response speed;
27.2.7 acceptance, completion, cancellation, and reliability indicators;
27.2.8 verification status;
27.2.9 service quality indicators;
27.2.10 account activity;
27.2.11 reasonable measures designed to provide opportunities to new Providers;
27.2.12 sponsored placement where offered.
27.3 Relevance, availability, location, and quality or reliability indicators will generally be among the more significant organic ranking considerations, although their relative importance may vary according to the Service Request.
27.4 Hercuwheels may change ranking parameters to improve relevance, safety, fraud prevention, Customer experience, Provider opportunities, or Platform performance.
27.5 Material changes affecting business-user ranking transparency will be communicated where required by applicable law.
27.6 Sponsored or paid placement will be identified as such where required.
27.7 Payment for sponsored placement does not guarantee that a Customer will select or book the Provider.
28.1 Hercuwheels may provide messaging, calling, quotation, and other communication functionality.
28.2 Communications conducted through the Platform may be stored or processed for Service delivery, security, fraud prevention, dispute handling, customer support, and other lawful purposes described in the Privacy Policy.
28.3 Providers must not use Customer contact information obtained through Hercuwheels primarily to divert a Booking away from Hercuwheels in order to avoid Platform Fees.
28.4 Where a Customer and Provider were introduced through Hercuwheels, the Provider must not intentionally redirect the relevant Booking or substantially related repeat Booking outside the Platform solely to avoid applicable Platform Fees during any reasonable non-circumvention period disclosed to the Provider.
28.5 Unless a separate Provider agreement specifies another period, the non-circumvention period under Section 28.4 is 12 months following the initial introduction.
28.6 If a Provider deliberately circumvents the Platform, Hercuwheels may recover Platform Fees that would reasonably have been payable on the circumvented transaction, where permitted by law.
28.7 Hercuwheels may also restrict or terminate Accounts used for repeated deliberate circumvention.
28.8 This Section does not prevent Customers from exercising statutory rights or restrict lawful communication necessary for performance of Services.
29.1 As between Hercuwheels and the Provider, the Provider retains ownership of Provider business information uploaded into the SaaS Services, subject to rights required for Hercuwheels to operate the Platform.
29.2 Hercuwheels may process such information to provide, secure, maintain, analyse, support, and improve the Services as permitted by applicable law and the Privacy Policy.
29.3 Providers are responsible for ensuring that information they upload has been collected lawfully.
29.4 Where Hercuwheels processes personal data on behalf of a Provider through SaaS functionality, the parties may be subject to a separate Data Processing Agreement.
29.5 Providers must not upload data that they are legally prohibited from processing or disclosing to Hercuwheels.
29.6 Hercuwheels may provide data export functionality.
29.7 Following termination, Hercuwheels may provide a reasonable period, normally up to 30 days where technically available, during which the Provider may request or export eligible Provider business data.
29.8 Data may be retained after termination where required for tax, accounting, fraud prevention, dispute resolution, legal compliance, backups, or legitimate legal claims.
29.9 Data relating to Customers cannot be exported or used by Providers in a manner inconsistent with data protection law or the Customer's rights.
30.1 Hercuwheels may use artificial intelligence, machine learning, optimisation systems, automated calculations, or similar technology for estimates, scheduling, routing, document preparation, customer support, matching, recommendations, fraud detection, and operational tools.
30.2 AI-generated outputs may contain errors or be incomplete.
30.3 Unless expressly stated otherwise, AI-generated information is intended to assist Users and does not replace professional judgement.
30.4 Providers remain responsible for reviewing quotations, invoices, schedules, routes, staffing decisions, legal documents, tax information, and other business outputs before relying on them.
30.5 Customers should verify material information before relying on automated estimates.
30.6 Hercuwheels does not guarantee that automated estimates will equal the final Provider price, actual job duration, route time, staffing requirement, or Service outcome.
31.1 Users may not:
31.1.1 use the Platform unlawfully or fraudulently;
31.1.2 scrape or systematically extract Platform data without permission;
31.1.3 reverse engineer, decompile, or attempt to discover Platform source code except where such restriction is prohibited by law;
31.1.4 interfere with Platform security or functionality;
31.1.5 upload malware or malicious code;
31.1.6 manipulate rankings, reviews, quotations, or Platform metrics;
31.1.7 create false Bookings;
31.1.8 misuse payment functionality;
31.1.9 harvest personal data;
31.1.10 harass or threaten other Users or Hercuwheels personnel;
31.1.11 infringe intellectual property, privacy, confidentiality, or other third-party rights;
31.1.12 attempt to bypass security, verification, fees, suspensions, or Platform restrictions.
32.1 Users are responsible for User Content they submit.
32.2 Users warrant that they have the rights necessary to submit User Content and that it does not violate applicable law or third-party rights.
32.3 Hercuwheels may moderate, restrict visibility of, disable access to, or remove User Content where reasonably necessary because the content:
32.3.1 violates these Terms;
32.3.2 is illegal;
32.3.3 is fraudulent or misleading;
32.3.4 threatens safety;
32.3.5 violates intellectual property or privacy rights;
32.3.6 constitutes spam or Platform manipulation;
32.3.7 creates material security or fraud risks.
32.4 Hercuwheels may use automated tools as part of moderation, supplemented by human review where appropriate.
32.5 Users may report suspected illegal content through [email protected].
32.6 Hercuwheels will provide notices, statements of reasons, and available complaint mechanisms regarding moderation decisions where required by applicable law.
33.1 Hercuwheels may proportionately restrict or suspend an Account where reasonably necessary due to:
33.1.1 breach of these Terms;
33.1.2 suspected fraud;
33.1.3 security threats;
33.1.4 repeated cancellations or no-shows;
33.1.5 serious complaints;
33.1.6 unsafe behaviour;
33.1.7 expired or invalid Provider verification;
33.1.8 non-payment;
33.1.9 chargeback abuse;
33.1.10 illegal content or activity;
33.1.11 sanctions or regulatory requirements;
33.1.12 material risk to Customers, Providers, Hercuwheels, or third parties.
33.2 Where required by law, Hercuwheels will provide a Provider with reasons for a restriction or suspension.
33.3 Where applicable law requires advance notice before full termination of a Provider's access to online intermediation services, Hercuwheels will provide the required notice and reasons.
33.4 Advance notice may not apply where immediate action is legally permitted or required, including cases involving legal obligations, repeated serious violations, fraud, cybersecurity threats, or imminent danger.
33.5 Users may be provided an opportunity to submit information challenging an enforcement decision.
33.6 Hercuwheels may restore an Account where the underlying concern is satisfactorily resolved.
33.7 Termination does not eliminate payment obligations, claims, refunds, chargebacks, tax-reporting obligations, confidentiality obligations, or provisions intended to survive termination.
34.1 Hercuwheels processes personal data in accordance with applicable data-protection legislation, including the GDPR where applicable.
34.2 Details regarding categories of data, purposes, legal bases, retention, recipients, international transfers, and individual rights are described in the Hercuwheels Privacy Policy available at this link.
34.3 Acceptance of these Terms does not constitute blanket consent to every form of personal-data processing. Hercuwheels will rely on the appropriate lawful basis for each processing activity.
34.4 Certain information must be shared between a Customer and Provider in order to arrange and perform a Booking.
34.5 Providers act independently in relation to personal data they process for their own business purposes and are responsible for complying with applicable data-protection obligations.
34.6 Users must not misuse personal information obtained through the Platform.
35.1 Providers must keep confidential non-public information obtained from Customers during the performance of Services where the information is reasonably confidential by nature.
35.2 Customers must not misuse confidential Provider information disclosed in connection with quotations or Services.
35.3 Confidentiality obligations do not prevent disclosures required by law, regulators, courts, insurers, professional advisers, or law-enforcement authorities.
36.1 Hercuwheels and its licensors own all intellectual-property rights in the Platform, software, databases, design, branding, algorithms, documentation, and Hercuwheels-created content.
36.2 Subject to these Terms, Hercuwheels grants Users a limited, revocable, non-exclusive, non-transferable right to use the Platform for its intended purpose.
36.3 Users retain ownership of intellectual-property rights they hold in their User Content.
36.4 By uploading User Content, the User grants Hercuwheels a non-exclusive, worldwide, royalty-free licence for the period reasonably necessary to host, store, reproduce, technically adapt, display, transmit, moderate, and otherwise use that content for operating, securing, supporting, and improving the Platform.
36.5 Provider logos, profile information, photographs, and public business information may also be used to promote the Provider's availability through Hercuwheels and market the Platform.
36.6 Hercuwheels will not use identifiable private Customer photographs for unrelated advertising without an appropriate legal basis or separate permission where required.
37.1 The Platform may rely on third parties including payment processors, mapping providers, communication providers, identity-verification services, cloud infrastructure, analytics tools, accounting integrations, and other technology providers.
37.2 Separate third-party terms may apply where Users directly use a third-party service.
37.3 Hercuwheels is not responsible for independent third-party products or services to the extent the relevant issue is outside Hercuwheels' reasonable control.
37.4 Links to third-party websites do not constitute an endorsement of their content or practices.
38.1 Hercuwheels aims to provide a reliable Platform but does not guarantee uninterrupted or error-free availability.
38.2 Hercuwheels may conduct maintenance, updates, security work, migrations, or emergency interventions that temporarily affect availability.
38.3 Hercuwheels will take appropriate technical and organisational measures designed to protect Platform systems and personal data in accordance with applicable obligations.
38.4 No internet-connected service can be guaranteed to be completely secure.
38.5 Users are responsible for securing their own devices, passwords, email accounts, networks, and integrations.
39.1 To the extent permitted by law, a party will not be liable for delay or failure caused by circumstances beyond its reasonable control.
39.2 Such circumstances may include severe weather, natural disasters, fire, flood, war, civil disturbance, governmental restrictions, strikes not limited to the affected party's own workforce, major traffic disruption, infrastructure failures, cyberattacks, widespread telecommunications outages, electricity failures, epidemics, and failures of critical third-party infrastructure.
39.3 The affected party must take reasonable steps to reduce the impact where practical.
39.4 Nothing in this Section removes statutory Consumer rights that cannot legally be excluded.
40.1 Hercuwheels remains responsible for its own obligations under applicable law.
40.2 Because Provider Services are normally supplied independently by Providers, Hercuwheels is not responsible merely by operating the Platform for:
40.2.1 Provider workmanship;
40.2.2 Provider negligence;
40.2.3 Provider delays or cancellations;
40.2.4 Provider property damage;
40.2.5 acts of Provider employees or subcontractors;
40.2.6 Customer conduct;
40.2.7 inaccurate information supplied by Users.
40.3 Verification, ratings, reviews, badges, recommendations, ranking, or previous performance do not constitute a guarantee by Hercuwheels of future Provider performance.
40.4 Hercuwheels is not responsible for indirect or consequential loss arising from Provider Services where such exclusion is permitted by applicable law.
40.5 For Providers and other Business Users, Hercuwheels' aggregate contractual and non-contractual liability arising from the Platform during any twelve-month period will, to the maximum extent legally permitted, not exceed the total Platform Fees actually paid by the relevant Business User to Hercuwheels during the twelve months immediately preceding the event giving rise to the claim.
40.6 To the maximum extent legally permitted, Hercuwheels is not liable to a Business User for loss of profit, loss of revenue, loss of business opportunity, loss of goodwill, anticipated savings, indirect loss, or consequential loss.
40.7 Nothing in these Terms excludes or restricts liability where exclusion or restriction is prohibited by law, including liability arising from fraud, intentional misconduct, or other liability that cannot legally be limited.
40.8 Sections 40.5 and 40.6 do not apply to Consumers where such limitation would conflict with mandatory Consumer law.
41.1 To the maximum extent permitted by law, a Provider will indemnify Hercuwheels against third-party claims, losses, liabilities, and reasonable costs arising directly from:
41.1.1 the Provider's performance or non-performance of Provider Services;
41.1.2 acts or omissions of Provider personnel or subcontractors;
41.1.3 Provider property damage or personal injury;
41.1.4 Provider violation of law;
41.1.5 Provider infringement of third-party rights;
41.1.6 Provider employment, tax, payroll, or subcontractor obligations;
41.1.7 materially false or misleading Provider information;
41.1.8 Provider Content supplied to the Platform.
41.2 This indemnity applies only to the extent the relevant claim is attributable to the Provider and does not require the Provider to indemnify Hercuwheels for losses caused by Hercuwheels' own conduct for which Hercuwheels is legally responsible.
42.1 Customers should first provide Providers with a reasonable opportunity to respond to concerns regarding Provider Services.
42.2 Users may use Hercuwheels support or dispute functionality to communicate regarding a disagreement.
42.3 Hercuwheels may request supporting information from both parties.
42.4 Hercuwheels may attempt to facilitate a voluntary settlement but is not a court, arbitrator, insurer, or judicial authority.
42.5 Unless a separate protection policy expressly provides otherwise, Hercuwheels' assistance with a dispute does not make Hercuwheels responsible for satisfying a Provider's obligations.
42.6 Hercuwheels may take separate Platform enforcement action based on conduct revealed during a dispute regardless of the outcome of the contractual dispute between Customer and Provider.
43.1 Providers may submit complaints regarding Platform functionality, account restrictions, ranking, payments, technical issues, application of these Terms, or other Platform matters through [email protected].
43.2 Hercuwheels will assess complaints reasonably, proportionately, and without charge where required by applicable law.
43.3 Hercuwheels will communicate the outcome in clear language.
43.4 Where applicable legislation requires Hercuwheels to maintain a formal internal complaint-handling system or identify independent mediators, Hercuwheels will maintain and disclose the required procedures and mediator information.
44.1 These Terms and the contractual relationship between Hercuwheels and the User are governed by Dutch law.
44.2 If the User is a Consumer, Section 44.1 does not deprive the Consumer of mandatory protections available under the law that would otherwise apply to the Consumer.
44.3 Before commencing legal proceedings, Users are encouraged to contact Hercuwheels at [email protected] to attempt to resolve the matter informally.
44.4 Disputes between Hercuwheels and Business Users will be submitted to the competent courts of the Netherlands, with the court of Almere, Flevoland having jurisdiction where a valid exclusive jurisdiction agreement is permitted.
44.5 Consumers may bring proceedings before any court having jurisdiction under mandatory Consumer and procedural law.
44.6 Nothing in these Terms requires a Consumer to submit disputes to mandatory binding arbitration or waives a Consumer's mandatory right of access to a competent court.
44.7 A dispute regarding Provider Services is principally a dispute between the Customer and Provider under their Service Contract.
45.1 Hercuwheels may amend these Terms for legitimate reasons including changes in law, regulation, security requirements, Platform functionality, technology, business models, pricing structures, or Services.
45.2 Material amendments affecting Providers will normally be notified on a durable medium at least 30 days before taking effect.
45.3 A longer notice period may be provided where reasonably necessary for Providers to make significant technical or commercial adaptations.
45.4 Shorter notice may apply where an amendment is required by law or necessary to address an unforeseen and imminent security, fraud, malware, spam, data-breach, or similar risk.
45.5 Adverse changes applicable to Providers will not be applied retroactively except where legally required or otherwise permitted by applicable law.
45.6 Providers may terminate their ongoing relationship with Hercuwheels before a material amendment becomes effective where required by applicable law or the applicable subscription agreement.
45.7 Material changes affecting Consumers will be communicated in accordance with applicable Consumer law.
45.8 The version of the Terms applicable when a Booking is confirmed will normally continue to govern that Booking unless mandatory law requires otherwise.
46.1 Customers may request Account closure subject to outstanding Bookings, disputes, payment obligations, or legal retention requirements.
46.2 Providers may stop using the Platform and terminate eligible subscriptions in accordance with the applicable subscription arrangement.
46.3 Account closure does not automatically cancel existing Service Contracts.
46.4 Users remain responsible for obligations accrued before termination.
47.1 Users may not transfer their Account or rights under these Terms without Hercuwheels' prior written consent except where applicable law provides otherwise.
47.2 Hercuwheels may transfer its rights and obligations as part of a merger, restructuring, financing, sale of business, transfer to an affiliated company, or similar transaction, provided that Consumer rights are not unlawfully reduced.
48.1 If any provision of these Terms is found invalid, unlawful, or unenforceable, the remaining provisions will continue in effect to the extent legally possible.
48.2 Any invalid provision should, where legally possible, be interpreted or replaced in a manner that most closely reflects its lawful commercial purpose.
49.1 Failure by Hercuwheels to enforce a provision on one occasion does not constitute a waiver of that provision or the right to enforce it later.
50.1 These Terms together with applicable Booking terms, Provider subscription agreements, the Privacy Policy, payment terms, cancellation policies, and other policies expressly incorporated by reference constitute the applicable agreement between Hercuwheels and the User regarding use of the Platform.
50.2 Separate written commercial agreements signed by Hercuwheels and a Provider may supplement or amend these Terms.
51.1 Users agree that contracts, Booking confirmations, invoices, Platform notices, and other communications may be provided electronically where legally permitted.
51.2 Users are responsible for maintaining a valid email address and reviewing Account notifications.
51.3 Notices required to be provided on a durable medium may be sent by email, downloadable document, Account message capable of being stored, or another legally valid method.
Last updated: 27, August 2026
