Terms and conditions

1.1 Who we are

M&R Freight Market is operated by M&R Freight Market SRL, a company registered and operating under the laws of Romania (hereinafter “M&R Freight Market” or the “Company”). The digital service operated by the Company is hereinafter referred to as the “Platform”.

1.2 Purpose of the Platform

The Platform facilitates the identification of, and direct connection between, Carriers and Goods Providers, at national and international level. Users may publish information on goods available for transport and available transport capacity, and may communicate through the Platform’s features.

1.3 Role of the Platform

M&R Freight Market acts solely as the provider of the technological infrastructure through which Users can identify and contact one another. Commercial contracts, transport orders, transport contracts and any other agreements are concluded exclusively between Users. The Company does not become a party to such legal relationships and does not represent any of the parties.

1.4 What the Platform does not do

• it does not organise transport and does not set the commercial terms thereof;
• it does not act as a carrier, shipper, transport broker or freight forwarder;
• it does not collect or process payments owed between Users and does not guarantee payment for services;
• it does not guarantee the performance of transport or the fulfilment of obligations undertaken by Users;
• it does not recover receivables and does not arbitrate or resolve commercial disputes between Users;
• it does not individually verify each item of goods, offer, order or transaction carried out between Users.

In these Terms and Conditions, the terms below have the following meanings:

• “User” - an eligible legal entity that holds or uses an Account on the Platform;
• “Carrier” - a legal entity authorised to carry out road freight transport activities;
• “Goods Provider” - a legal entity that publishes goods available for transport, whether it is a producer, distributor, trader, importer, exporter or other economic operator;
• “Mixed User” - a legal entity that acts both as a Carrier and as a Goods Provider;
• “Account” - the access profile created for the use of the Platform;
• “Subscription” - the right of access to the Platform’s features for the period and under the conditions of the commercial plan purchased;
• “Trial Period” - free, time-limited access granted once to a company, in accordance with section 10.

The Platform is intended exclusively for B2B use by legal entities and eligible professionals. Natural persons acting for personal purposes may not use the Platform.

3.1 Eligibility conditions

• the User must be lawfully constituted and act through an authorised person;
• the information provided must be true, complete and up to date;
• the User must hold the authorisations, licences, insurance and other documents required for its activity;
• the User must comply with applicable law and the conditions of the Platform.

M&R Freight Market may refuse access to any person or entity that does not meet the eligibility conditions.

4.1 Creating the Account

To use the Platform, the User must create an Account and provide complete, accurate and up-to-date information. The person who creates or administers the Account declares that they have the right to represent the company concerned.

4.2 Verification of Users

M&R Freight Market may request documents and information in order to verify the identity of the person requesting access, the entity they represent and eligibility to use the Platform. The verification procedure is internal in nature, is intended to assess eligibility and safety, and does not constitute a certification or guarantee regarding the User.

• certificate of registration and tax information;
• documents concerning the legal representative or authorised person;
• relevant licences and authorisations;
• insurance policies;
• other documents or clarifications reasonably necessary for verification.

M&R Freight Market may request documents in original form, copies or updated versions, additional proof of authenticity, information on the beneficial owner or authorised persons, and confirmations from relevant registers or public sources, to the extent permitted by law. Verification may be repeated at any time, including upon the expiry of documents, upon changes to the data of the represented entity, in the event of an incident, or where there are indications of risk, fraud or non-compliance.

The provision of the requested documents does not oblige M&R Freight Market to approve or maintain access to the Platform. If the information cannot reasonably be verified, M&R Freight Market may refuse activation, limit functionalities or suspend access until the situation is clarified.

Verified User status, any verification badge and the completion of the verification procedure indicate only that the Platform’s internal checks were completed at the relevant time. They do not constitute a recommendation, certification, guarantee of creditworthiness, guarantee as to the future identity of the persons using the Platform, or guarantee of the performance of any transport or payment.

4.3 Prohibition of freight forwarders and transport intermediation

M&R Freight Market is intended to facilitate direct relationships between Carriers and economic operators that lawfully have goods requiring transport.

Freight forwarders, and persons or entities that use the Platform to take over, subcontract, resell or intermediate transport services for third parties without having a legitimate operational role in respect of the goods concerned, are not eligible to use the Platform.

It is not, in itself, considered prohibited intermediation activity where a warehouse, logistics centre or other economic operator lawfully holds, manages, administers or has in its custody goods belonging to a client and publishes on the Platform the transport requirement relating to those goods, as part of the activity or services it carries out for that client.

Such operators may use the Platform as Goods Providers only for goods in respect of which they have a legitimate commercial or operational relationship, and may not use the Platform to carry out activities specific to a freight forwarder or to independently intermediate transport between third parties.

M&R Freight Market may request additional documents or information to verify the nature of the activity carried out and the User’s connection with the goods published. In assessing eligibility, the following may be taken into account: the information provided by the User, supporting documents, the declared commercial activity, relevant public information and the manner in which the Platform is used, within the limits permitted by law.

Where there are reasonable indications that the Platform is being used for intermediation activities prohibited under this article, M&R Freight Market may request clarifications, may temporarily restrict access for the duration of the verification and, if ineligibility is confirmed, may suspend or close the Account.

4.4 Additional verifications and refusal of access

The Company may at any time request additional documents, information or clarifications and may temporarily suspend access for the duration of the verification. Access may be refused, suspended or terminated if the information is false or incomplete, the requested documents are not provided, there are reasonable suspicions of intermediation, or the User no longer meets the eligibility conditions.

5.1 General obligations

• to provide and maintain true, complete and up-to-date information;
• to keep access credentials confidential and prevent unauthorised use of the Account;
• to use the Platform in a professional and lawful manner and in good faith;
• to keep valid the documents required for the activity carried out;
• to verify, before contracting, the commercial and operational information they consider relevant.
• to carry out their own checks before each transport or commercial relationship, including, as applicable, the identity of the contact person, their authority to represent, the company details, the carrier’s documents, the vehicle, the insurance, the loading/unloading instructions and the payment details;
• to notify M&R Freight Market without delay when they observe indications of fraud, theft, diversion of goods, unauthorised access to the Account, suspicious documents or other security incidents.

5.2 Prohibited activities

• providing false or misleading information;
• using forged documents or the identity of another person or company;
• creating fictitious accounts or using the Account on behalf of an unauthorised entity;
• engaging in fraudulent or unlawful activities or activities that infringe the rights of others;
• unauthorised sharing of access credentials or allowing access to ineligible third parties.

6.1 Eligibility requirements

As a contractual condition of eligibility on the Platform, Carriers must hold, and keep valid, the licences, authorisations and insurance required for the transport activity carried out. These include the transport licence and the carrier’s liability insurance for the operations to which they apply, including CMR insurance for relevant transport, as well as equivalent or additional documents required by the laws of the jurisdictions in which they operate.

6.2 Updating documents

Carriers must update expired documents and inform the Platform of any withdrawal, suspension, expiry or relevant change affecting them.

6.3 Suspension for invalid documents

M&R Freight Market may suspend access immediately where mandatory documents are expired, withdrawn, suspended or no longer meet the requirements of the Platform or of applicable law. Suspension does not, in itself, give rise to a right to a refund, compensation or extension of the Subscription period, except where applicable law provides otherwise.

7.1 Responsibility for information

Users are solely responsible for the accuracy, completeness, currency and lawfulness of the information they publish. The Platform does not individually verify each item of published information and does not guarantee its accuracy.

7.2 Published information

The information may include, without limitation, loading and unloading locations, availability dates and time windows, characteristics of the goods, available transport capacity and relevant commercial information. Users must update or withdraw information that is no longer valid.

The Goods Provider is responsible for the correct description of the goods and for communicating relevant information regarding the nature, quantity, weight, packaging, special requirements, hazardous nature or legal status of the goods. Publication on the Platform does not replace the transport documents, declarations, authorisations or instructions required by law or agreed between Users.

7.3 Prohibited content

It is prohibited to publish false or misleading information, unlawful content, content that infringes third-party rights, or fraudulent, offensive or discriminatory material. The Company may remove or restrict access to content that breaches these Terms and Conditions.

Content moderation and the enforcement of restrictions may involve human review and, if implemented, technical or automated tools. M&R Freight Market seeks to apply these measures in a diligent, objective and proportionate manner, taking into account the information available and the seriousness of the risk. Where required by applicable law, the User will be informed of the measure taken and its main reasons, as well as of the available appeal mechanisms.

8.1 Chat and contact details

The Platform may provide communication features between Users. Contact details may become available depending on the active features and on the existence of an interaction between Users.

8.2 Communication rules

Users must communicate in a professional and lawful manner. Abusive messages, unlawful or fraudulent content, false information and the transmission of forged documents are prohibited.

8.3 Review of communications

In the event of complaints, suspected fraud, security incidents or legal requests, the Company may access and review the relevant communications to the extent permitted by law and in accordance with the Privacy Policy.

9.1 Ratings

Following an interaction, Users may give ratings on a scale of 1 to 5 stars. Ratings represent the opinions of Users and do not constitute guarantees regarding the conduct, solvency or performance of a User. The Company may remove ratings that are manipulated, fraudulent or abusive.

Manipulation of the rating system is prohibited, including through fictitious, coordinated or retaliatory ratings, or ratings given without an eligible interaction. The Company may remove, or exclude from the calculation, ratings for which there are reasonable indications of abuse or manipulation.

9.2 Complaints

Users may submit complaints about the conduct of other Users in connection with interactions initiated through the Platform. Complaints are treated as internal information and are not displayed publicly, except where the law provides otherwise.

9.3 Review of complaints and measures

The Company may request additional information, documents or explanations and may adopt reasonable and proportionate measures on the basis of the information available. These may include warnings, additional verifications, restriction of functionalities, temporary suspension or closure of the Account. A low rating does not automatically lead to suspension or closure of the Account.

10.1 Trial Period

The Company may offer a free Trial Period of 7 days, once for each company. M&R Freight Market may refuse or interrupt the Trial Period where there are reasonable indications that the same company is attempting to benefit from multiple trial periods, including by creating additional accounts or using different registration details.

10.2 Expiry of the Trial Period

Upon expiry of the Trial Period, access to the Platform’s features is restricted until a valid Subscription is activated. The Account may remain registered in the system in accordance with the Privacy Policy.

10.3 Types of Subscription and included access

M&R Freight Market offers the following types of Subscription, depending on the User’s category and activity:

a) Carrier Subscription

• 1 user included;
• access to the goods search function;
• access to the function for publishing trucks/transport capacity;
• does not include publishing goods;
• does not include searching for trucks.

b) Producer Subscription

• 1 user included;
• access to the function for publishing goods;
• access to the truck search function;
• does not include searching for goods;
• does not include publishing trucks/transport capacity.

c) Warehouse / Logistics Subscription

• 1 user included;
• access to the function for publishing goods;
• access to the goods search function;
• access to the function for publishing trucks/transport capacity;
• access to the truck search function.

The Subscription type selected must correspond to the activity actually carried out by the company and to the documents provided during the verification process. If, following verification, M&R Freight Market finds that the Subscription type selected does not correspond to the activity or the documents provided, it may require the selection of the appropriate Subscription type before the verification process is completed and access is activated.

10.4 Duration, validity and expiry of Subscriptions

Subscriptions may be purchased for a period of one month or one year, according to the options available on the Platform.

For annual Subscriptions, a 10% discount applies to the cumulative value of 12 monthly Subscriptions of the same Subscription type. The final price applicable is the one displayed on the Platform at the time of purchase.

The Subscription is valid for the period for which it was purchased and paid, and expires on the last day of the validity period at 23:59, Romanian time (Bucharest time zone).

Renewal of the Subscription is not automatic. To continue accessing the Platform after the paid period expires, a new Subscription period must be purchased and paid for.

10.5 Additional users

During an active Subscription, the company may purchase access for one or more additional users, at the price displayed on the Platform at the time of purchase.

An additional user’s access is tied to the company’s main Subscription and is valid solely until the date and time at which the current period of the main Subscription expires, regardless of when the additional access was purchased. Its purchase does not extend the duration of the main Subscription.

The additional user benefits from the features corresponding to the company’s active Subscription type, subject to the rights, limitations and terms of use applicable to the Platform.

10.6 Prices, invoicing currency and VAT

The prices applicable to Subscriptions, additional users and any other options or extra uses available for a fee are those displayed on the Platform at the time of purchase and are expressed in euro (EUR).

Invoices issued by M&R Freight Market SRL for Subscriptions, additional users and other options or extra uses are issued and payable in euro (EUR).

For customers in respect of whom M&R Freight Market SRL is required to collect VAT in Romania, VAT is added to the applicable price, at the rate and in accordance with the tax rules in force on the invoicing date. For customers outside Romania, the tax treatment of the invoice is determined in accordance with the tax legislation applicable to the transaction.

M&R Freight Market reserves the right to change the prices of Subscriptions and of additional users, the structure of the commercial plans, and the prices of other options or extra uses.

Any price change applies to purchases or renewals made after the new price takes effect and does not change the price of a Subscription period already purchased and paid in full.

Updated prices will be displayed on the Platform. By purchasing or renewing a Subscription, or by purchasing an additional option after the new prices take effect, the User accepts the price displayed and applicable at the time of purchase.

10.7 Invoicing, payment and activation

Subscriptions and additional options are paid in advance, on the basis of the invoice issued by M&R Freight Market SRL. After the verification of the company’s documents has been completed, activation of the main Subscription or of access for an additional user takes place after payment is confirmed, that is, after payment of the relevant invoice is visible in the account of M&R Freight Market SRL.

The User is responsible for providing correct invoicing details and for paying the amounts due. In the event of unjustified cancellation, refusal or reversal of a payment that is already due, the Company may suspend access until the situation is clarified, without prejudice to the parties’ legal rights.

10.8 Refunds

Amounts paid for Subscriptions and additional options are non-refundable, except where applicable law or an expressly accepted commercial offer provides otherwise.

11.1 Temporary suspension

The Company may temporarily suspend access where additional verifications are necessary, mandatory documents are no longer valid, there are serious complaints, reasonable suspicions of fraud or intermediation, or other indications of a breach of these Terms and Conditions.

Measures may also be taken where the Company cannot reasonably confirm the authenticity of documents or the identity or authority of the person using the Account, where there are significant discrepancies between the declared data and the data available, or where maintaining access could expose the Platform or other Users to a security, fraud or legal non-compliance risk.

11.2 Permanent closure

The Company may permanently close the Account in the event of serious or repeated breaches, the use of false information or documents, fraud, prohibited intermediation activities or other conduct that significantly affects the safety or integrity of the Platform.

11.3 Closure at the User’s request

The User may request closure of the Account. Closure of the Account does not extinguish obligations already incurred and does not prevent the retention of data that the Company is required or entitled to retain under the law and the Privacy Policy.

11.4 Effects

Suspension or termination of access does not automatically give rise to a right to a refund of the Subscription, damages or other compensation, except where applicable law provides otherwise.

12.1 General principles

M&R Freight Market seeks to maintain a safe and trusted environment and may adopt reasonable measures to prevent fraud, misuse and activities that may affect Users or the integrity of the Platform.

12.2 Suspicious activities

The Company may review indications of false information or documents, identity misuse, attempted fraud, theft or diversion of goods, breach of applicable sanctions, unlawful use of the Platform or other conduct that may endanger Users.

12.3 Verifications and protective measures

The Company may request additional documents, explanations or information. Depending on the circumstances, it may restrict certain functionalities, temporarily suspend access or close the Account. Where there is an urgent risk to the Platform or Users, protective measures may be taken before notification, to the extent permitted by law.

12.4 Cooperation with authorities and retention of information

The Company may cooperate with competent authorities, courts, insurers, legal advisers and other persons involved in the investigation of an incident only to the extent that there is a legal basis for disclosing the information. Relevant information may be retained in accordance with legal obligations and the Privacy Policy.

12.5 No general obligation to investigate

The Company’s right to review incidents or complaints does not create an obligation to investigate every commercial dispute between Users. Each User remains responsible for its own commercial checks and for the decision to contract with another User.

M&R Freight Market is not an investigative body, public authority, insurer or debt recovery service. Reporting an incident to the Platform does not replace reporting to the authorities, notifying the insurer, preserving evidence or exercising the User’s rights within the applicable time limits.

12.6 Assistance in the event of payment or transport incidents

In the event of a payment incident or a transport incident, M&R Freight Market may, at the request of the injured User, take steps aimed at facilitating the resolution of the situation, including by requesting information, documents, explanations or clarifications from the Users involved and by facilitating communication between them.

The involvement of M&R Freight Market is solely of an assisting and facilitating nature and does not make the Company a party to the commercial relationship between Users, a debt collector, guarantor, insurer, arbitrator or dispute resolution body.

M&R Freight Market does not guarantee the recovery of unpaid amounts, the recovery of goods, the obtaining of compensation or a favourable resolution of the incident.

Where the steps taken by M&R Freight Market lead to the successful resolution of the incident, the User who requested assistance owes the Company a success fee representing 10% of the value of the transport order relating to the incident.

The success fee becomes due only after the incident has been successfully resolved and will be invoiced by M&R Freight Market SRL to the User who requested assistance.

The success fee is invoiced and paid exclusively in euro (EUR), regardless of the currency in which the transport order relating to the incident is expressed.

Where the value of the transport order is expressed in a currency other than EUR, it will be converted into euro for the purpose of calculating the 10% success fee, using the reference exchange rate published by the European Central Bank (ECB) for that currency, applicable on the day the invoice is issued.

If no ECB reference exchange rate is published for that currency for the day the invoice is issued, the last ECB reference exchange rate available before the invoice date will be used. If the ECB does not publish a reference rate for that currency, the conversion will be made using an exchange rate provided by a recognised financial source, indicated by M&R Freight Market on the relevant invoice.

For the purposes of this article, the conditions under which an incident is considered “successfully resolved”, as well as the method of calculating and paying the success fee, are those set out in these Terms and Conditions and, as applicable, in the information communicated to the User when assistance is requested.

The injured User remains responsible for taking the measures necessary to protect its own rights, including, as applicable, reporting to the competent authorities, notifying the insurer, preserving evidence and initiating the applicable legal proceedings.

13.1 Account security

The User is responsible for keeping login credentials confidential and for the activity carried out through the Account by the persons to whom it has granted access. Any suspicion of unauthorised access must be reported to the Company without delay.

The Company may require a password reset, reconfirmation of identity, re-authentication or other reasonable security measures, and may temporarily block access where there are indications that the Account has been compromised. The User must not treat messages, bank details or instructions received through an Account as authentic merely because they apparently originate from that Account.

13.2 Prohibited technical uses

Without the Company’s written authorisation, it is prohibited to systematically extract data, scrape, copy or reconstruct the database, use robots or other automated means to collect information, circumvent access or security measures, or use the Platform primarily to harvest Users’ contact details.

13.3 Intellectual property of the Platform

The software, structure, design, graphic elements, trademarks, logos, proprietary texts, databases and other elements of the Platform belong to the Company or its licensors, as applicable. Use of the Platform does not transfer to Users any intellectual property rights in these elements.

13.4 User content

The User retains the rights it holds in the content it publishes and grants the Company, for the duration necessary to provide the service, a non-exclusive right to host, technically reproduce, display and transmit that content to the extent necessary for the operation of the Platform and the fulfilment of legal obligations.

14.1 Relationships between Users

All negotiations, commercial agreements, orders and transport contracts are conducted exclusively between Users. The Company is not a party to such legal relationships.

14.2 Verification of Users

The verifications carried out by the Platform do not constitute a guarantee of solvency, reliability, permanently up-to-date identity, performance of contractual obligations or the lawfulness of each transaction. Each User is responsible for its own commercial analysis and for any additional verifications it considers necessary.

14.3 Exclusion and limitation of liability

To the extent permitted by law, the Company is not liable for non-payment for transport services, delays, cancellations, loss of, damage to or theft of goods, fraud or false documents of Users, the insolvency of a User, or commercial disputes between Users. Any exclusion or limitation of liability provided for in this document applies only to the extent permitted by applicable law and does not exclude liability that cannot be limited or excluded by contract.

14.4 Availability of the Platform

The Company makes reasonable efforts to keep the Platform operational, but does not guarantee uninterrupted availability, error-free operation or the instantaneous and lossless transmission of every item of information or notification. There may be periods of maintenance, updates, software errors, delays, infrastructure unavailability, security incidents, problems with third-party providers or other situations beyond the Company’s reasonable control. Users must not rely solely on the Platform for urgent communications, critical deadlines, safety instructions or the preservation of their own commercial documents.

To the extent permitted by law, the Company is not liable for damage caused exclusively by information entered incorrectly by Users, incompatibilities of the User’s devices or connections, independent third-party services, or interruptions that the Company could not reasonably have prevented. Nothing in this article excludes liability that, under applicable law, cannot be excluded or limited.

14.5 User’s liability towards the Company

To the extent permitted by law, the User is liable for direct damages, costs and third-party claims caused to the Company by culpable breach of these Terms and Conditions, the provision of false information or documents, the unauthorised use of third-party rights, or the carrying out of unlawful activities through the Platform. This provision does not extend the User’s liability beyond the limits permitted by law and does not remove the Company’s obligation to reasonably mitigate its own loss.

14.6 Force majeure

The Company is not liable for non-performance or delayed performance caused by force majeure events or other circumstances beyond its reasonable control, under the conditions of applicable law.

15.1 Compliance with the law

Users are responsible for complying with all laws, authorisations and obligations applicable to the activities they carry out.

15.2 Transport regulations

To the extent applicable to the operation concerned, Users are responsible for complying with the Convention on the Contract for the International Carriage of Goods by Road (CMR), the European Agreement concerning the Work of Crews of Vehicles engaged in International Road Transport (AETR), the rules applicable to the carriage of dangerous goods (including ADR, where applicable), European Union transport legislation, as well as customs, tax and safety rules and other applicable regulations.

15.3 Sanctions and trade restrictions

Users may not use the Platform for unlawful operations or for operations that breach applicable economic sanctions, embargoes or trade restrictions. Each User is responsible for verifying the legal regime applicable to its own operation.

15.4 Cooperation with authorities

The Company may cooperate with competent authorities where required or permitted by law in connection with suspicious, fraudulent or unlawful activities.

16.1 Data processing

M&R Freight Market processes personal data necessary for the administration of Accounts, the verification of Users, the provision of the Platform, invoicing, security, fraud prevention and compliance with legal obligations. The categories of data may include identification and contact data, information about the company, documents provided for verification and data on the use of the Platform.

For the prevention and investigation of fraud, the Company may correlate the information provided in the Account with information from interactions on the Platform and with relevant public sources, only to the extent that there is a legal basis and the processing is necessary and proportionate to the purpose pursued. Details and retention periods will be described in the Privacy Policy.

16.2 Privacy Policy

Detailed information on the purposes and legal bases of processing, recipients, transfers, retention periods and the rights of data subjects is set out in the Privacy Policy published on the Platform. Use of the Platform does not make consent a general legal basis for all processing; each processing operation is based on the applicable legal basis.

17.1 Updates

The Company may update these Terms and Conditions to reflect changes to the Platform, to the business model, security requirements or changes in legislation.

17.2 Informing Users

Significant changes will be communicated through the Platform, by e-mail or by another reasonable means before they take effect, where the nature of the change and applicable law require prior notice. If express acceptance is required for a change, the Platform may request reconfirmation of agreement before continued use of the service.

17.3 Applicable version

The version and the date of the last update will be shown in the document. Continued use after a communicated change takes effect may constitute acceptance of it, to the extent permitted by law and by the nature of the contractual relationship.

18.1 Governing law

These Terms and Conditions are governed by and construed in accordance with the laws of Romania, without prejudice to mandatory rules that may apply in a particular jurisdiction.

18.2 International use of the Platform

The Platform may be used by companies established in Romania, in other Member States of the European Union and in states outside the European Union, subject to the eligibility conditions set by M&R Freight Market and compliance with applicable law.

Each User is responsible for complying with the mandatory rules applicable in the jurisdiction in which it is established and in the jurisdictions relevant to the activity or transport carried out, including, as applicable, rules on transport, authorisation, taxation, customs, economic sanctions, and the import, export and movement of goods.

The choice of Romanian law in these Terms and Conditions governs the contractual relationship between the User and M&R Freight Market, without removing the application of the mandatory rules of other jurisdictions where these apply compulsorily.

18.3 Amicable settlement

Before initiating court proceedings, the parties will attempt, within a reasonable time, to settle the dispute amicably.

18.4 Jurisdiction of the courts

To the extent permitted by law, disputes arising out of or in connection with the use of the Platform will be settled by the competent courts at the registered office of M&R Freight Market SRL. Where a mandatory rule establishes a different jurisdiction, that rule will apply.

19.1 Entire agreement

These Terms and Conditions, together with the documents to which they refer and the commercial terms applicable to the Subscription, form the contractual framework for the use of the Platform.

19.2 Severability

If any provision is declared invalid, unlawful or unenforceable, the remaining provisions remain in force to the extent permitted by law.

19.3 No waiver

Failure to exercise, or delay in exercising, a right provided for in this document does not constitute a waiver of its subsequent exercise.

19.4 Communications and notices

Operational and contractual communications may be sent through the Platform or to the e-mail address associated with the Account. The User is responsible for maintaining a valid e-mail address and for updating its contact details. For notices for which the law or this document requires a special form, that form will be used.

19.5 Working hours, support and communication

The working hours of M&R Freight Market are Monday to Friday, 09:00-18:00, Romanian time (Bucharest time zone), except for public holidays that are non-working days in Romania and other situations in which working hours are changed or activity is suspended.

Requests sent outside working hours may be reviewed and processed in the next working period. Submitting a request does not imply or guarantee any particular response or resolution time, unless M&R Freight Market expressly sets such a time limit.

For support requests, clarifications, technical issues or other requests relating to the use of the Platform, Users may use the ticketing system available on the Platform, by completing and submitting the relevant form.

M&R Freight Market may request, through a ticket, information, documents, screenshots or other clarifications reasonably necessary to review and resolve the request. The User is responsible for providing accurate and sufficient information to enable the situation to be reviewed.

For communication via WhatsApp, M&R Freight Market makes available the following number:

• WhatsApp: +40732931500

The number indicated is intended exclusively for communication by message through the WhatsApp application and is not available for telephone calls. Calls made to this number are not an official means of contact and there is no obligation to answer or return them.

Where the Platform provides the ticketing system or another specific submission method for a particular request, report, complaint or procedure, the User must use the channel indicated for that procedure. Sending a message via WhatsApp does not replace opening a ticket or completing the procedure provided for on the Platform, unless M&R Freight Market expressly confirms otherwise.

Contact details:

• M&R Freight Market SRL
• E-mail: support@mr-freightmarket.com