Terms & conditions

1. General Provisions

1.1. These Terms and Conditions (hereinafter - the Terms) govern the use of the “Zuver” platform (hereinafter - the Platform), operated by GREEN WOOD LT, UAB (registration No. 304019937, registered address: Kaunas, Laisvės al. 85E-5, LT-44297), hereinafter - the Operator.

1.2. The Platform consists of the website, the mobile application for clients, and the mobile application for drivers, through which clients (the Clients) request vehicle towing and roadside assistance services, and tow truck drivers (the Drivers) accept and fulfil such requests.

1.3. By creating an account, accessing or using the Platform, the user (the User) confirms that they have read, understood, and agreed to be bound by these Terms and the Privacy Policy of the Platform.

1.4. The Privacy Policy is incorporated into these Terms by reference and is available on the Platform’s website.

2. Definitions

2.1. For the purposes of these Terms, the following definitions apply:

2.1.1. Operator - GREEN WOOD LT, UAB, the legal entity operating the Platform.

2.1.2. Platform - the website, the mobile client application, and the mobile driver application provided by the Operator.

2.1.3. User - any person who registers, accesses, or uses the Platform, including Clients and Drivers.

2.1.4. Client - a User who requests vehicle towing or roadside assistance services through the Platform.

2.1.5. Driver - a User authorised by a partner company to accept and fulfil service requests through the Platform.

2.1.6. Partner Company - a legal entity that employs or contracts Drivers and is registered on the Platform to provide towing and roadside assistance services.

2.1.7. Services - the towing, roadside assistance, and related services arranged through the Platform.

2.1.8. Order - a service request placed by a Client through the Platform.

2.1.9. Payment Provider - the certified third-party payment service provider used by the Platform to process card transactions.

3. Acceptance and Eligibility

3.1. Use of the Platform is permitted only for natural persons who:

• have reached 18 years of age;
• have full legal capacity to enter into binding agreements;
• accept these Terms in full and without reservation.

3.2. By using the Platform, the User represents and warrants that the conditions in clause 3.1 are met. The Operator reserves the right to suspend or terminate any account where this representation is found to be false.

3.3. Drivers must additionally hold a valid driving licence of the appropriate category, hold all permits required by national law to operate a tow truck, and be authorised by a registered Partner Company.

4. Account Registration and Security

4.1. To use most features of the Platform, the User must create an account by providing accurate and complete information, including a valid phone number and, where applicable, an email address.

4.2. The User is solely responsible for maintaining the confidentiality of their account credentials, including phone number ownership, and for all activity that occurs under their account.

4.3. The Operator may offer authentication via third-party identity providers (Google, Apple) or via SMS verification. The User agrees that authentication tokens returned by such providers are processed and stored in accordance with the Privacy Policy.

4.4. The User must promptly notify the Operator at [email protected] of any unauthorised access, suspected breach, or loss of the device used to access the account.

4.5. The User may delete their account at any time via the in-app settings or via https://zuver.eu/lv/account-deletion. Deletion is processed in accordance with the Privacy Policy and applicable law.

5. Description of Services

5.1. The Platform acts as an intermediary connecting Clients with Drivers and Partner Companies. The Operator does not itself provide towing or roadside assistance services; such services are provided directly by the Partner Company assigned to fulfil the Order.

5.2. The Services available through the Platform include:

• Towing - transportation of a vehicle from a pickup location to a destination location;
• Roadside Assistance - on-site mechanical or technical assistance to a vehicle (battery jump-start, tyre change, fuel delivery, lockout assistance, and similar interventions).

5.3. The Platform calculates the indicative price of an Order based on service type, vehicle category, distance (for Towing), reported vehicle issues (for Roadside Assistance), and surcharges applicable at the time of booking. The final price may be adjusted by the Driver in accordance with clause 9.

5.4. The Operator does not guarantee the availability of any specific Driver, Partner Company, or vehicle type at any given time or location.

6. User Obligations and Prohibited Conduct

6.1. The User undertakes to:

6.1.1. use the Platform only for its intended purpose and in good faith;

6.1.2. provide accurate, current, and complete information when placing an Order or registering an account;

6.1.3. comply with applicable national and international laws in connection with the Order;

6.1.4. respect the rights, dignity, and safety of other Users (Clients, Drivers, support staff).

6.2. The User shall not:

6.2.1. place fraudulent, false, or fictitious Orders;

6.2.2. attempt to circumvent payment, fees, or cancellation rules;

6.2.3. use the Platform to transport prohibited, dangerous, or illegal goods;

6.2.4. harass, threaten, defame, or discriminate against any other User;

6.2.5. reverse-engineer, decompile, scrape, or otherwise extract data from the Platform other than as expressly permitted;

6.2.6. use bots, scripts, or other automated means to interact with the Platform;

6.2.7. impersonate another person or misrepresent affiliation with any person or entity;

6.2.8. upload content (including photographs and chat messages) that infringes third-party rights, contains malware, or is unlawful in any jurisdiction relevant to the Order.

6.3. Violation of clauses 6.1 or 6.2 may result in immediate suspension or termination of the User’s account, forfeiture of any holds or pending payments to the extent permitted by law, and referral to competent authorities.

7. Order Placement and Fulfilment (Clients)

7.1. A Client may place an Order through the Platform by selecting service type, vehicle category, pickup and (where applicable) destination locations, and reporting any vehicle issues. The Client is responsible for the accuracy of all submitted information.

7.2. The Client may upload photographs of the vehicle and damage at the time of placing the Order. Such photographs become part of the Order documentation.

7.3. Once an Order is created, the Platform searches for an available Driver. For Towing, the Order is broadcast to nearby Drivers; for Roadside Assistance, the Client may select a specific Driver from a list of nearby providers.

7.4. An Order is considered accepted when the assigned Driver confirms acceptance through the Platform. From that moment, a binding service contract is concluded between the Client and the Partner Company employing the Driver. The Operator is not a party to that contract.

7.5. The Client may track the Driver’s location and order status in the application until the Order is completed.

7.6. Scheduled Orders for Towing may be placed in advance subject to a minimum notice period configured on the Platform. The Operator reserves the right to refuse or expire scheduled Orders if no Driver is available within reasonable notice.

8. Driver-Specific Provisions

8.1. Drivers may register on the Platform only through a Partner Company that has entered into a separate cooperation agreement with the Operator.

8.2. Drivers undertake to:

8.2.1. hold valid driving and professional permits at all times while accepting Orders;

8.2.2. operate vehicles that are roadworthy, properly insured, and compliant with national technical and safety regulations;

8.2.3. accept Orders only when they can reach the pickup location within the indicated estimated time;

8.2.4. share their geolocation while online, in accordance with the Privacy Policy;

8.2.5. communicate with the Client professionally and courteously through the Platform’s in-app chat;

8.2.6. only request adjustments to an Order through the Platform’s adjustment workflow;

8.2.7. not solicit or accept payment from a Client outside the Platform.

8.3. The Operator and Partner Companies may impose performance standards (acceptance rate, on-time arrival, customer ratings). Persistent failure to meet such standards may result in suspension or removal from the Platform.

8.4. Drivers are not employees of the Operator. The contractual relationship between the Driver and their Partner Company is governed by the separate agreement between them.

9. Pricing, Payment, and Adjustments

9.1. Prices for Services are calculated by the Platform based on tariffs configured by the Operator together with the Partner Companies. The estimated price is shown to the Client before the Order is confirmed.

9.2. The price consists of a base fare, distance-based charges (Towing only), per-issue charges (Roadside Assistance), time-based charges (where applicable), surcharges (night-time, weekend, holiday), commission, and applicable VAT.

9.3. Payments are processed through the Payment Provider via 3-D Secure card authentication. The Operator does not process or store full card numbers; see the Privacy Policy for details.

9.4. Authorisation hold. When an Order is created (or when a Roadside Assistance Order is accepted by a Driver), an authorisation hold is placed on the Client’s payment card for an amount equal to or greater than the estimated total. The hold is captured upon completion of the Service in the actual amount, with any difference released back to the card.

9.5. Adjustments. A Driver may request an adjustment to the Order during execution if the actual scope differs from the original report (for example, additional vehicle issues are discovered). The Client must approve or decline the adjustment within the time window indicated in the application. If the adjustment results in an additional charge, a separate authorisation hold is placed for the difference. Approval of the adjustment is final and binding.

9.6. Per-minute charges. Certain Services (such as winching, recovery, or extended on-site work) may be charged on a per-minute basis. Time is rounded down to whole minutes, with a minimum of one billable minute.

9.7. Receipt. Upon completion of the Order and successful capture of payment, the Client receives a digital receipt within the application and may download a PDF version.

10. Cancellation and Refunds

10.1. Free cancellation window. A Client may cancel an Order free of charge within the period configured on the Platform (the free cancellation window) starting from the moment of Driver acceptance. The current free cancellation window is communicated to the Client in the application before and after Driver acceptance.

10.2. Cancellation penalty. Cancellation by the Client after the free cancellation window has expired and before the Driver arrives at the pickup location triggers a cancellation penalty calculated as a percentage of the Order total, configured on the Platform and disclosed to the Client at the time of cancellation. The penalty is captured from the existing authorisation hold, and the remainder (if any) is released.

10.3. Late free cancellation (ETA exceeded). If the Driver fails to arrive at the pickup location within the published estimated time of arrival plus a configured buffer period, the Client may cancel the Order without penalty.

10.4. Cancellation by the Driver or Operator. The Driver, the Partner Company, or the Operator may cancel an Order in case of force majeure, safety concerns, vehicle inability to be towed, or violation of these Terms by the Client. In such cases, no penalty is charged to the Client and any authorisation hold is released.

10.5. Refunds. Refunds for captured payments are processed through the original Payment Provider and may take 5-15 business days to appear on the Client’s card statement, depending on the issuing bank. Disputes regarding refunds should be addressed to [email protected].

11. Service Availability

11.1. The Operator endeavours to make the Platform available 24 hours a day, 7 days a week, but does not guarantee uninterrupted or error-free operation.

11.2. The Operator may temporarily suspend access to the Platform for maintenance, security, technical updates, or in response to incidents. Reasonable advance notice will be provided where possible.

11.3. The Operator does not guarantee the availability of Drivers, vehicles, or specific services in any geographic area at any given time. Service coverage may vary by country, region, and time of day.

12. Intellectual Property and User Content

12.1. The Platform, including its software, design, trademarks, logos, graphics, text, and database structure, is the exclusive intellectual property of the Operator or its licensors and is protected by copyright, trademark, and other intellectual property laws.

12.2. The User is granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for its intended purpose. No other rights are granted, expressly or by implication.

12.3. By submitting content to the Platform (including photographs of vehicles and damage, chat messages, and review feedback), the User grants the Operator a worldwide, royalty-free, non-exclusive licence to use, store, display, and process such content for the purposes of operating the Platform, fulfilling Orders, and complying with legal obligations.

12.4. The User retains ownership of their submitted content. The Operator may, at its discretion, remove content that violates these Terms or applicable law.

13. Disclaimers and Limitation of Liability

13.1. The Platform is provided on an “as is” and “as available” basis. To the maximum extent permitted by applicable law, the Operator disclaims all warranties, whether express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement.

13.2. The Operator acts solely as an intermediary platform. The Operator is not a party to the service contract between the Client and the Partner Company. The Operator is not liable for the quality, timeliness, safety, or legality of the Services performed by Partner Companies or Drivers, except to the extent required by applicable consumer protection law.

13.3. To the maximum extent permitted by applicable law, the Operator’s aggregate liability arising from or in connection with the Platform or these Terms shall not exceed the total amount paid by the Client to the Operator (or commission retained by the Operator from the Order in question) in the six (6) months preceding the event giving rise to the claim.

13.4. The Operator is not liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, loss of data, loss of goodwill, or business interruption, even if advised of the possibility of such damages.

13.5. Nothing in these Terms limits or excludes liability that cannot be limited or excluded under applicable law (including liability for gross negligence, wilful misconduct, or death or personal injury caused by negligence).

13.6. Force majeure. The Operator is not liable for any failure or delay in performance caused by events beyond its reasonable control, including natural disasters, acts of war or terrorism, civil unrest, governmental actions, telecommunications or internet outages, payment provider failures, or pandemics.

14. Indemnification

14.1. The User agrees to indemnify and hold harmless the Operator, its affiliates, employees, and partners from and against any claims, damages, liabilities, costs, and expenses (including reasonable legal fees) arising from:

• the User’s breach of these Terms or applicable law;
• the User’s misuse of the Platform;
• content submitted by the User that infringes third-party rights;
• disputes between the User and other Users (Clients, Drivers, Partner Companies).

15. Term and Termination

15.1. These Terms apply for as long as the User has an active account on the Platform.

15.2. The User may terminate these Terms at any time by deleting their account in accordance with clause 4.5.

15.3. The Operator may suspend or terminate the User’s account, with or without prior notice, in case of:

• material breach of these Terms;
• fraudulent or unlawful activity;
• non-payment of confirmed Orders;
• requirements of competent authorities;
• prolonged inactivity (more than 24 months without login).

15.4. Termination of these Terms does not release either party from obligations accrued prior to termination, including payment obligations and intellectual property protections, which survive termination.

16. Governing Law and Jurisdiction

16.1. These Terms are governed by and construed in accordance with the laws of the Republic of Lithuania, without regard to conflict of laws principles.

16.2. Any dispute arising out of or in connection with these Terms shall be resolved by the competent courts of the Republic of Lithuania, except where mandatory consumer protection law of the User’s country of residence designates a different forum.

16.3. Online Dispute Resolution. Consumers residing in the European Union may also access the European Commission’s Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.

17. Amendments to the Terms

17.1. The Operator may amend these Terms from time to time. The updated version is published on the Platform with a new “Last updated” date.

17.2. Material changes are notified to Users at least 14 days before they take effect, by in-app notice, push notification, or email.

17.3. Continued use of the Platform after the effective date of the amendments constitutes acceptance of the updated Terms. Users who do not accept the amendments may terminate their account in accordance with clause 4.5.

18. Miscellaneous

18.1. Entire agreement. These Terms, together with the Privacy Policy and any documents expressly incorporated by reference, constitute the entire agreement between the User and the Operator regarding the Platform and supersede all prior or contemporaneous agreements.

18.2. Severability. If any provision of these Terms is held by a competent court to be invalid or unenforceable, the remaining provisions shall remain in full force and effect, and the invalid provision shall be replaced by a valid provision that most closely reflects the original intent.

18.3. No waiver. Failure or delay by the Operator to enforce any right or provision under these Terms shall not constitute a waiver of such right or provision.

18.4. Assignment. The User may not assign or transfer their rights or obligations under these Terms without the Operator’s prior written consent. The Operator may assign these Terms in the context of a corporate reorganisation or sale of substantially all of its assets.

18.5. Language. The English version of these Terms is the authoritative version. Translations are provided for convenience only; in case of conflict, the English version prevails.

19. Contact Information

19.1. Questions, complaints, or requests relating to these Terms or the Platform should be addressed to:

19.2. The Operator endeavours to respond to inquiries within 30 calendar days of receipt.