Problems, damage and claims
If something is wrong at pickup or handover, record it before confirming a clean handover. This page explains what CARVA can review and what evidence to keep.
1. Stop and document
Do not confirm pickup or delivery as clean if the vehicle, keys, documents, route, or condition differs. Take clear photos or video, note the time and place, and describe what changed in the delivery conversation.
2. Preserve the record
Keep the original photos, messages, declaration, handover notes, receipts and relevant contact details. Do not alter files or agree that a discrepancy is resolved until it has been recorded.
3. Tell CARVA promptly
Use the problem option in the delivery handover screen or contact CARVA with the request reference. State what happened, when it was noticed, who was present, and attach the available evidence.
4. Review and escalation
CARVA records the report, keeps the delivery in review where appropriate, and asks the relevant customer, driver or carrier for information. We may request further evidence or direct the matter to the responsible carrier, insurer, payment provider, authority or professional adviser. A report is not an admission of liability or a guarantee of cover.
CARVA requires the driver or carrier performing the delivery to hold carrier liability insurance (CMR) valid for that transport. Drivers and carriers remain responsible for the licences, registrations, insurance, transport documents and legal duties that apply to their work. CARVA coordinates the workflow and keeps its operational records; CARVA does not provide transport insurance unless a separate written policy or agreement expressly says so.
What our public statements are based on
Completed delivery
Recorded delivery lifecycle events and customer handover confirmation—not an estimate or a marketing counter.
Driver verification
The internal review record for the driver and the documents/information checked. It is not a promise that every future route is risk-free.
Payment and payout timing
Confirmed payment-provider events and the payout ledger. Browser return pages and screenshots alone are not confirmation.
Privacy and deletion
Deletion-request and retention records. We describe a process and legal retention limits; we do not claim automatic deletion unless the system has recorded it.
Community contribution
For each completed delivery, the contribution ledger records the platform-share basis, separate Blue / Yellow and Maisto bankas allocations, status, and—when paid—the payment reference. No aggregate is published before there is real settled data.