Last Updated: December 27, 2025
After the User completes the required steps in the Vanago mobile application, they send their information along with contact details to the Operations Center. Based on the information received at the Center, transportation details are transferred to a suitable vehicle. Vanago facilitates the pickup of items from the specified address at the specified date and time and their delivery to the desired address, based on feedback from the suitable vehicle.
The Customer must submit the reservation information completely and accurately through the Application. Additionally, this information must comply with the conditions specified in this agreement. Incomplete and/or incorrect information may result in changes to the service fee or cancellation of the reservation. Vanago assumes no responsibility when such situations arise. The Customer is responsible for any damages that may occur due to incorrect and/or incomplete information.
The Customer benefiting from Vanago's services agrees to use the Application in accordance with the law and its intended purpose, and acknowledges that they are legally responsible for all transactions and actions within the Application. Vanago cannot be held directly or indirectly responsible for any transactions, actions, and/or activities carried out by the Customer through and/or within the Application in violation of these Terms and the law.
During the packaging of their belongings, the Customer must store their valuables (jewelry, electronic items, etc.) in closed boxes that cannot be easily opened (such as tightly taped boxes without deformation or damage). Vanago cannot be held responsible for any disputes that may arise between the driver, the moving assistance team, and the customer in case of loss of valuable items. For this reason, Vanago recommends that Customers personally transport relatively small and easily concealable valuable items.
Items of non-standard size (custom-made seating groups exceeding 3 meters, etc.) and multiple household items of the same type not previously specified in the reservation (such as multiple appliances of the same kind) may change the service fee or result in cancellation of the reservation.
Transportation of any prohibited substances, weapons, flammable and combustible materials, animals, and plants is not covered by the service.
Vanago cannot be held responsible and no claims can be made against it if the Customer cannot benefit from the service in the Application due to technical issues originating from the Customer.
The Customer acknowledges that Vanago cannot be held directly or indirectly responsible for any transactions, actions, and/or activities carried out illegally by the Driver and/or third parties through and/or within the Application.
Vanago ensures maximum compliance with the information provided. However, in some cases (traffic congestion, high reservation volume, vehicle breakdown, etc.), Vanago reserves the right to make changes to the specified times and vehicles or to cancel the reservation after informing the customer.
According to Article 15(g) of the Consumer Protection Law No. 6502 and the Distance Contracts Regulation; "Contracts for accommodation, transportation of goods, car rental, food and beverage supply, and leisure activities for entertainment or recreation purposes that must be performed on a specific date or period" are exempt from the right of withdrawal. Since the service obtained through Vanago is a goods transportation service performed on a specific date and time, the User (Consumer) does not have a 14-day right of withdrawal without giving any reason and without paying any penalty. Cancellation and modification requests are subject to the rules specified in the "Cancellation Policy" section of this agreement.
After the Customer sends the reservation information to the system through the Application, they can request cancellation of the reservation at any time via the specified email (info@vanago.app) or phone number. Changes to reservation information can be submitted without any additional charge up to 48 hours before the service start date. If the reservation change request is made less than 48 hours before the service start date, an additional 15% date change fee will be applied. Changes within the last 48 hours will be attempted with maximum effort. However, Vanago cannot be held responsible for the inability to implement these changes.
If there is no suitable vehicle available on the specified reservation date, Vanago may contact the Customer for a different reservation date. If the Customer does not accept a different date, the previously made reservation may be cancelled. The Customer does not make any payment in such cases.
Vanago may refuse to provide service and may prevent the user from using the website and/or mobile application if the user fails to comply with or violates the terms of this agreement.
If the vehicle providing the transportation service cannot contact the Customer in any way at the specified location for 30 minutes at the reservation time, the reservation will be cancelled.
The responsibility for obtaining all permits, approvals, control documents, licenses, etc., required under applicable legislation for the service belongs to the registered carrier partnering with Vanago; otherwise, all financial, administrative, legal, and criminal responsibility belongs to the carrier.
Vanago is an "Intermediary Service Provider" under Law No. 6563 on the Regulation of Electronic Commerce. The actual carrier is responsible for the service quality, reliability of the Transportation Company matched through the platform, or damages that may occur during the performance of the service (item damage, loss, etc.) under Turkish Commercial Code No. 6102, and Vanago has no direct legal or criminal responsibility. However, Vanago assumes a facilitating role in communication between the parties to ensure customer satisfaction. In any situation that may arise, the responsibility belongs to the Customer and/or the Transportation Company.
The Transportation Company cannot be held responsible for any damages that may occur if the Customer is transporting jewelry, precious stones, and valuable items like these, if the Customer causes the transportation of living creatures and/or fragile sensitive items, if the packaging is insufficient, if the Customer loads and unloads the items themselves, or if the Customer wants to transport items of unsuitable size or shape despite the Driver's warnings.
The Transportation Company is obligated to cover damages caused by itself during the service, occurring during packaging, loading, transport, or unloading of items from the vehicle.
If the Customer does not report damages caused by the Transportation Company with photographs to info@vanago.app on the same calendar day after the service ends, the Customer cannot make any claims against the Transportation Company and is responsible for the damage. The Customer is obligated to submit documents proving the value of the item and/or repair costs along with photos of the damaged product to info@vanago.app within 24 hours. Otherwise, the prices determined by Vanago or the Transportation Company will be applied.
The Customer is obligated to pay the full service fee specified in the Application after the transportation service is completed.
If the Customer has selected a vehicle in their reservation, Vanago cannot be held responsible if the transportation capacity of the selected vehicle is insufficient for the items to be transported. If the specified vehicle type is changed immediately before the reservation, the pricing will be updated according to the new vehicle and the customer will be informed.
If the Customer selects the credit card payment option in the reservation information, they can make payment with a credit or debit card through the payment infrastructure in the Application at the end of the service. The service is completed after the payment completion notification shown in the Application is displayed to the Driver.
In payments made with the Online Payment System, if the credit card or debit card is used illegally by someone other than the cardholder, the provisions of the Bank Cards and Credit Cards Law No. 5464 dated 23.02.2006 and the Regulation on Bank Cards and Credit Cards published in the Official Gazette No. 26458 dated 10.03.2007 shall apply.
If payment cannot be made through the Online Payment System, the Customer is obligated to pay the fee in cash to the Driver.
Receipts/invoices or other documents required for the service are issued by the Transportation Company if they have regulatory obligations under applicable legislation. Invoices/receipts or other documents related to the service cannot be requested from Vanago. Vanago is only obligated to issue invoices for commission fees or communication rights for its own services.
When payment is made by credit card, Vanago is only obligated to transmit the necessary instructions to the payment system provider for the payment/refund of service fees. The storage and secure maintenance of user information and all other necessary information, and the secure execution of transactions, is the responsibility of the relevant payment institution.
Vanago has specified the transportation time as an average of 2 hours for distances of 20 kilometers or less in intra-city transportation. Neither Vanago nor the Customer can be held responsible for delays caused by the Driver, the transportation team, and environmental conditions (heavy traffic and potential vehicle breakdowns). If the Customer has indicated that they will handle the item transportation themselves, they should not exceed the specified 2-hour period during loading and unloading items from the vehicle. To prevent disruption to the daily schedules of transportation vehicles, the Customer's loading and unloading time is 60 minutes for each process. For loading and unloading times exceeding a total of 120 minutes, an additional fee of 2 TL must be paid for every 1 minute of excess beyond the predetermined price.
The "Find the Right Vehicle with AI" feature offered in the Vanago mobile application allows Customers to take photos of items to be transported or select from the gallery for artificial intelligence analysis. The terms and conditions for this feature are as follows:
Advisory Nature: Vehicle size recommendations provided by AI are advisory only and not binding. The Customer has the right to select any vehicle regardless of the AI recommendation.
Limitation of Liability: Vanago cannot be held responsible for any damage, additional costs, or service disruptions arising from the Customer's vehicle selection based on AI recommendations. Any additional costs due to insufficient transport capacity of the selected vehicle shall be borne by the Customer.
Photo Content: The Customer is obligated to ensure that only the items to be transported appear in the photos uploaded for AI analysis. The Customer is responsible for ensuring that uploaded photos do not contain images of third parties, content that may violate privacy, or illegal elements.
Data Processing: Photos uploaded for AI analysis are processed by the Google Gemini artificial intelligence service. By using this feature, the Customer is deemed to have given explicit consent for their photos to be transferred to servers abroad (USA). For detailed information, please review the Privacy Policy and KVKK Information Notice.
Prohibited Content: The following content is strictly prohibited and is automatically detected and blocked by the system:
If any of the above content is detected, photos will not be uploaded to Vanago servers and a warning message will be shown to the user. In case of repeated violations, Vanago reserves the right to suspend or terminate the Customer account.
Optional Use: The AI feature is optional. Customers can make manual vehicle selections without using this feature.