Velise is a marketplace platform. Velise is not a transportation company. Velise does not employ drivers or own vehicles. Velise provides the technology that enables bookings between customers and independent operators.

Velise verifies that operators meet our platform eligibility requirements before listing. This verification is for eligibility purposes only — it does not constitute a certification of safety or guarantee of service quality.

Before approval, chauffeurs and operators undergo background and driving-record checks and document verification (licence, insurance, registration, and safety documents). These checks are a verification step to raise the baseline of who drives on Velise — they are not a certification of safety or a guarantee that any ride will be safe.

To book on Velise you must be at least the age of majority in your province of residence (18 in Ontario) and legally able to enter into a binding contract. By booking, you confirm that you meet these requirements.

All payments are processed securely through Stripe; Velise never stores your full card details. All prices shown are all-inclusive — there are no additional charges after your ride beyond amounts you authorize under these Terms.

By booking, you authorize Velise and its payment processor (Stripe) to place a pre-authorization hold on your card at the time of booking, to capture that payment when your ride is complete, and to charge any cancellation amount or the full fare for a confirmed no-show, all in accordance with the Refund & Cancellation Policy. The initial hold reserves funds but is only captured on completion; if your booking never proceeds, the hold is released.

Charges from Velise appear on your card or bank statement as “VELISE”. If you see a charge you do not recognise, contact us at [email protected] before disputing it with your bank.

Every amount Velise holds or captures — booking holds, ride captures, cancellation amounts, and no-show fees — is a charge you authorized under these Terms and is legitimate. If you believe a charge is wrong, you agree to contact Velise support at [email protected] first so we can review and resolve it, before opening a dispute or chargeback with your bank.

Filing a chargeback for a charge you in fact authorized — instead of using our support and dispute process — is abuse of the payment system and is grounds for suspension or termination of your account. Where a chargeback is later found to be abusive or invalid and is lost by the disputing party, Velise may recover the lost amount plus the payment processor’s non-refundable dispute fee from you, and may decline future bookings.

To contest a chargeback, Velise may compile and submit the ride records tied to your booking — including GPS location snapshots, timestamps, and trip details — to Stripe and the card networks as evidence. How this location and ride data is collected and retained is described in our Privacy Policy under “Location data & records”.

Cancellations, refunds, and no-show charges are governed by the Refund & Cancellation Policy available at velise.ca/refunds, which is incorporated into these Terms by reference. By booking, you agree to that policy as it applies to your booking.

Ride preferences you provide are collected to enhance your experience — shared with your operator before each ride. Velise does not sell this data. You can update or delete preferences at any time in profile settings.

Operators and customers may upload content to Velise — vehicle photos, profile images, company descriptions, reviews, lost-item photos, and similar material (“User Content”). You keep ownership of everything you upload.

By uploading, you confirm you own the content or have the right to use it, and that it does not infringe anyone’s copyright, trademark, privacy, or publicity rights. You grant Velise a non-exclusive, royalty-free licence to host, display, and reproduce your User Content solely to operate and promote the platform (for example, showing your vehicle photos to customers browsing rides).

You are responsible for what you upload. If your User Content infringes someone else’s rights, you agree to indemnify Velise against resulting claims. Velise may remove any User Content at its discretion, without notice, including content reported as infringing.

If you believe content on Velise infringes your copyright, email [email protected] with the content’s location, proof of your ownership, and your contact details. We review all notices promptly and remove infringing material.

When you file a report or dispute — a no-show, a safety or misconduct report, a lost-item claim, a cancellation dispute, or a support ticket — you may attach evidence such as photos, screenshots, GPS records, and written statements (“Report Evidence”).

By submitting Report Evidence you confirm you personally captured it or otherwise have the lawful right to submit and share it, and that doing so does not violate anyone’s copyright, privacy, or other rights. You grant Velise the right to store this evidence, review it, and share it with the other party to the dispute, our reviewers, and — where required — insurers, payment processors, or law enforcement, strictly for the purpose of investigating and resolving the matter.

You must not fabricate, alter, or misrepresent Report Evidence. Submitting falsified evidence is grounds for immediate removal from the platform and forfeiture of any related claim, and you indemnify Velise against claims arising from evidence you submitted without the right to do so.

Velise retains Report Evidence for as long as needed to resolve the matter and to meet our legal, tax, and dispute-resolution obligations, after which it is deleted in line with our Privacy Policy.

You agree to use Velise honestly and lawfully. You must not commit fraud, abuse chargebacks or the refund and dispute systems, harass, threaten, or abuse chauffeurs, operators, or Velise staff, or otherwise misuse the platform. Velise may suspend or terminate any account that violates these Terms, at its discretion and without notice.

The platform is provided on an “as is” and “as available” basis, without warranties of any kind, whether express or implied, to the extent permitted by law. Velise is a marketplace that connects customers with independent operators; it does not provide transportation itself and does not warrant the transportation services performed by those independent operators.

Velise is a marketplace and is not liable for the actions of independent operators. Velise’s liability is limited to the value of the booking in question.

With your consent, Velise may send you marketing email about new features, offers, and updates. Every marketing email includes a one-click unsubscribe link, and you can opt out at any time without affecting the transactional messages you receive about your bookings. We handle marketing email in accordance with Canada’s Anti-Spam Legislation (CASL).

Velise may update these Terms from time to time. When we make material changes, we will notify you in-app or by email before they take effect. Your continued use of Velise after a change takes effect means you accept the updated Terms.

Governed by the laws of Ontario, Canada. Disputes resolved in Ontario.