CUSTOMER AGREEMENT
Customer Terms & Conditions
Please read this document carefully. It explains how U-Move operates and the terms that apply when you use U-Move.
Using U-Move
Customers must provide accurate booking, contact and payment information. U-Move services may include rides, food orders, courier deliveries and other services made available in the app. Availability of U-Move, and of specific services, payment methods or participating Drivers and Merchants, may vary by country and service area.
Bookings and payments
The selected payment method applies to the booking. Cash must be paid directly as instructed. Digital payments — including through PayPal, where offered — may require confirmation from the selected payment provider before a booking is treated as paid.
Cancellations and refunds
A Customer may cancel a ride without charge while U-Move is still searching for a Driver. After a Driver accepts, cancellation availability and any applicable fee may depend on the circumstances, Driver travel, waiting time and the cancellation policy shown before confirmation. Where a refund is due — for example because of a cancelled order, a Merchant or delivery error, or a payment charged in error — it will be reviewed by U-Move Support and, where approved, returned to the original payment method or applied as account credit.
Pickup accuracy and fare changes
Customers must select a pickup and drop-off location the app can recognise on the map, not just typed text. If the pickup or drop-off location changes after a booking is confirmed, the fare may be recalculated to reflect the updated distance.
Driver arrival and waiting time
Customers are notified when their Driver arrives at the pickup point and should meet the Driver promptly. If a Customer has not met the Driver within a reasonable time after arrival, U-Move may send a reminder notification.
In-app calling
In-app voice and video calling (for example, contacting a Driver or Support) is provided through Stream, a third-party real-time communications service, and must be used respectfully and only for matters related to the booking or support request. Misuse of calling — including harassment or using a call for an unrelated purpose — may lead to account review.
Conduct, suspension and termination
Customers must treat Drivers, Merchants, Couriers and other users respectfully. U-Move may restrict a booking, review an account, or suspend or close an account, for unsafe, abusive, fraudulent or unlawful activity, safety concerns, or other serious or material breach of these Terms. A Customer may stop using U-Move or close their own account at any time from Settings.
Support, disputes and liability
Payment, booking and service concerns should be reported through U-Move Support with accurate information so that Admin can review the matter fairly. Some initial support responses may come from an automated assistant — a human agent is always available on request, and any matter involving payments, account security or personal safety is always handled by a person. U-Move can also be reached at info@umovegm.com. To the fullest extent permitted by law, U-Move provides its services on an as-available basis and is not liable for indirect, incidental or consequential losses arising from your use of U-Move or from the acts of independent Drivers, Merchants or Couriers, except where such liability cannot legally be excluded.
Effective 5 October 2026