PLATFORM RULES
TRANSPORT HUB
Platform operated by Q-Line Express SRL
In force from 19 July 2026
1. Purpose of the Rules
These Rules set out in detail the rules of use, conduct, rating and sanctioning applicable within the Transport Hub Community. The Rules are an integral part of the Contract between Q-Line Express SRL (the "Provider") and each registered Member, and they complement the Terms and Conditions, available separately.
Additional definitions, applicable to incident procedures.
"Declarant" means the party that initiates an incident procedure — payment or transport — under Sections 6 and 7.
"Respondent" means the party against whom the incident is opened, in each individual case. In a payment incident, the Declarant is the creditor party, to whom the payment is owed, and the Respondent is the Ordering party of the transport, as debtor. In a transport incident, the capacity of Declarant and of Respondent is established according to the party that reports the act and the party to whom it is attributed, under Section 7.
2. Publishing offers
The offers of freight to be transported and of available vehicles published by Members must correspond to real requests or capacities, existing at the moment of publication.
Over-posting is prohibited — publishing the same offer multiple times with insignificant changes — as is the rapid republishing of deleted offers, with the purpose of artificially repositioning them in the results list.
Expired offers are deleted automatically at the validity date declared by their author; listings that have not been deleted may be marked as expired if several distinct Users report this.
3. Ownership of the published content
The Member keeps its ownership rights over the content it publishes on the Platform (offers, descriptions, attached documents). By publishing it, the Member grants the Provider a non-exclusive licence, valid for the duration of the publication and thereafter, for record-keeping and for resolving possible disputes, to display, reproduce and distribute this content to the other active Members of the Community, exclusively for the purpose of operating the Platform. The Member warrants that it holds the necessary rights over the published content and that it does not infringe the rights of third parties.
4. Transport orders — allocation, confirmation and amendment
The Ordering party of the transport allocates a transport order to a Carrier directly from the published listing, in the "My freight" section, or from the dossier corresponding to the offer, through the Platform. The Carrier receives a notification about the allocated order.
Confirming an order is conditional on an active GPS connection, verified by the Platform, for the licence plate of the vehicle (truck, trailer, semi-trailer or light commercial vehicle) with which the Carrier wishes to confirm the order. The Platform does not allow an order to be confirmed on a vehicle without such an active connection.
The Carrier may confirm or refuse the allocated order. Once confirmed, the order can no longer be amended unilaterally by either party.
The Ordering party of the transport may propose amendments to an already confirmed order, directly from the corresponding dossier. The Carrier receives a notification about the proposed amendment and may accept or refuse it.
If the Carrier refuses a proposed amendment less than 24 hours before the date and time set for loading, the situation is subject to the transport incident rules set out in Section 7.1.
5. Access to the Carrier's verification documents
Ordering parties of transport have, under the applicable legislation, the obligation to keep the verification documents of the carriers with whom they conclude each intermediation operation. Without the Platform, this obligation means requesting the documents directly from the Carrier, before confirming the order.
In order to make compliance with this obligation easier, and to prevent the use of false or expired documents (for example, invalid CMR insurance policies), the Platform makes available to the Ordering party, on confirmation of a transport order, the Carrier's verification documents submitted to the Platform during account activation and kept valid as a condition of keeping the account active — the tax registration certificate (CUI), the transport licence, the CMR insurance policy and the proof of its payment, valid on the date of confirmation — available for consultation exclusively in the dossier corresponding to that order.
If the validity of any of these documents expires after the confirmation of an order that is in progress, but before it is completed (the unloading date), the Platform will display a corresponding warning to the Ordering party in the dossier, without automatically suspending the already confirmed order.
Access to these documents is strictly limited to the purpose of verifying the contractual partner for the order in question. The Ordering party has no right to use, distribute or disclose these documents to third parties, for any purpose other than the one set out above and the one required by its legal obligations to keep intermediation documents, under penalty of the confidentiality provisions of the Terms and Conditions being applied.
6. Professional probity — Payment incidents
An instrument intended to discourage the delay or refusal of payment of transport invoices, based on declarations by Members, verified by the Administration. The time limits below are calculated in calendar days from the due date of the invoice, unless otherwise provided.
6.1 Opening the incident
The Declarant may open a payment incident starting with the 8th day from the due date of the invoice (that is, after at least 7 days have passed since the due date) and no later than the legal limitation period of the claim.
On opening the incident, the Platform automatically links the transport order, the invoice issued through the Platform and the corresponding dossier, without the Declarant having to upload these documents again. In addition, the Declarant uploads, as applicable: the proof of delivery (the confirmed CMR document, without reservations, as well as any other notes or documents expressly required by the Ordering party of the transport through the transport order); and, for orders in which the Ordering party expressly requested the invoice and/or the CMR to be sent in original, by post, the proof with a certain date of dispatch and, mandatorily, of the acknowledgement of receipt of these documents.
6.2 The response deadline
From the date the incident is opened, the Ordering party of the transport has 7 days to pay the amount due or to present the Administration with a documented position justifying the non-payment or the delay (for example, proof of a payment already made or a disagreement about the conformity of the invoice with the transport order).
6.3 Verification and the cost of the incident
The Administration verifies the documentation presented by both parties and establishes whether the invoice was issued and sent correctly, and whether the amount due was paid within the deadline. Opening an incident carries a verification cost of 250 lei + VAT, borne by the party that caused the incident, established as follows:
if the Administration finds that the invoice was not issued or sent correctly (for example, mandatory documents are missing or the invoice does not correspond to the transport order), the incident is cancelled and the cost of 250 lei + VAT is borne by the Declarant;
if the Administration finds that the invoice was issued and sent correctly, and the amount was not paid within the deadline set out in point 6.2, the cost of 250 lei + VAT is borne by the Ordering party of the transport.
The verification cost is invoiced by the Provider to the responsible party, within 5 working days from the completion of the verification, and is due within 30 days from the date of the invoice. If the verification invoice is not paid by that deadline, the account of the party responsible for paying it is suspended within at most 7 days from the due date of the verification invoice, until the amount due is paid in full, with the effects set out in Section 6.6.
6.4 Resolution within the deadline
If the Ordering party of the transport pays in full the amount due under the transport invoice by the 14th day from the due date at the latest, the incident is not published on the Ordering party's profile. The event nevertheless remains recorded internally and is taken into account when determining the payment reliability component of the Ordering party's reputation score, under Section 8.
6.5 Exceeding the 14-day deadline
If the amount due under the transport invoice is paid starting with the 15th day from the due date, the incident is published permanently on the profile of the Ordering party of the transport, as a payment delay, affecting its reputation score.
6.6 Account suspension for non-payment of the transport invoice
If the amount due under the transport invoice remains unpaid 30 days after its due date, the account of the Ordering party of the transport is suspended, until the incident is resolved. During the suspension, the Member cannot publish or consult offers, open payment or transport incidents, or carry out any other activity on the Platform that is conditional on having an active account. The same effects apply to any other account suspension ordered under this Section 6, including the one provided for in Section 6.3 for non-payment of the verification cost.
The Ordering party's account is also suspended when it has more than 3 unresolved payment delays at the same time, regardless of the age of each one and even if none has passed the 30-day term set out above. The suspension is lifted automatically once the number of unresolved delays falls to 3 or fewer and no other ground for suspension under this Section 6 remains.
Upon suspension, the Platform informs the carriers that have orders in progress with the suspended Member of the fact of the suspension, so that they may take the appropriate measures regarding the transports under way. That communication does not contain the amounts due or the identity of the other creditors.
6.7 Referral to the court
If either party refers the disputed amount to the competent court and proves this to the Administration, the incident procedure described above is suspended until a final judgment is delivered. Afterwards, the Administration will apply the corresponding measures (publication, marking the resolution, suspension or lifting of the suspension) according to the court's decision.
6.8 Limitation period
Published payment incidents lapse 2 years after the date of publication; unresolved ones do not lapse.
The account suspension provided for in Section 6.6 restricts the Ordering party's activity on the Platform (searching for and publishing offers, opening new orders), but does not affect the public visibility of the incident on its profile. An unresolved payment incident remains displayed permanently on the Ordering party's profile, regardless of the status of its account (active, suspended or expired), for as long as the debt is not paid. The Platform therefore also acts as a public record of Members' payment history towards the Community, and a Member that does not pay a confirmed debt cannot remove this record simply by letting the account expire or by not using the Platform.
The resolution of an incident is marked on the basis of the confirmation of receipt of payment, sent to the Administration by the Declarant. If the Declarant does not confirm, the Ordering party may request the resolution to be marked, presenting the Administration with proof of payment (for example, a confirmed payment order or a bank statement); in this case, the Administration may grant the Declarant a short period to react, before marking the incident as resolved.
6.9 Right of appeal
A party affected by an already published incident may at any time ask the Administration to review it, on the basis of new or relevant documents that were not available at the moment of publication or of the initial verification. The Administration will reply with reasons within 10 working days at the latest.
7. Professional probity — Transport incidents
An instrument intended to discourage the failure to observe good professional practice in carrying out the transport or the conditions agreed in carrying out transport orders, based on declarations by Members, verified by the Administration. The time limits below are calculated in calendar days from the date the act occurred, unless otherwise provided.
7.1 What constitutes a transport incident
The following constitute a transport incident, attributable to one of the parties:
the cancellation, by either party, of a transport order already confirmed through the Platform, less than 24 hours before the date and time set for loading;
the Carrier's failure to appear at the place and date of loading or unloading set out in the transport order, without prior notification of the other party, within a reasonable time compared with the scheduled moment;
the unjustified refusal of the Ordering party of the transport to pay the waiting costs caused by its own fault and claimed by the Carrier, in accordance with the conditions agreed through the transport order;
the loss, theft or damage of the transported goods, not compensated either by the applicable insurance company or by the Carrier, according to the liability incumbent on it under the legislation applicable to road freight transport;
any other serious breach of the conditions agreed through the transport order.
7.2 Opening the incident
The Declarant — the party affected by the act described in 7.1, whether the Carrier or the Ordering party of the transport — may report a transport incident within a maximum of 15 days from the date the act occurred. The Administration verifies the report on the basis of the data already existing in the dossier corresponding to the order (the order confirmed through the Platform, the GPS tracking, the CMR documents, the communications on the Platform), to which the Declarant may add any additional relevant written evidence.
7.3 The response deadline
From the date of the report, the party concerned has 5 working days to present the Administration with a documented position justifying or contesting the act complained of.
7.4 Verification and publication
The Administration assesses the available documentation and the positions of both parties. Incidents are not published where the Administration cannot reasonably assess the opposing positions of the parties, or where the act complained of cannot be confirmed on the basis of the available information. If the act is confirmed, the incident is published on the profile of the responsible party and affects its reputation score, under Section 8.
7.5 Limitation period
Published transport incidents lapse 2 years after the date of publication.
7.6 Public visibility
Just like payment incidents, confirmed transport incidents represent a public record of the operational reliability of Members towards the Community and remain visible on the profile of the responsible party for the whole period provided for in 7.5, regardless of the status of its account (active, suspended or expired).
7.7 Right of appeal
A party affected by an already published transport incident may at any time ask the Administration to review it, on the basis of new or relevant documents that were not available at the moment of the initial verification. The Administration will reply with reasons within 10 working days at the latest.
8. The scoring system
8.1 General principles
The Platform calculates, separately, a reputation score for each Member as a Carrier and a reputation score for each Member as an Ordering party of transport, visible in its profile after the first month of activity or after the first 10 orders carried out, whichever comes first.
Each score is made up of several components, assessed separately on a scale from 1 to 5 stars, calculated automatically on the basis of the objective data available on the Platform (confirmations, status updates, uploaded documents, GPS connectivity, payment and incident history). If an order runs without any deviation flagged by the system or by either party, it receives the maximum score on all applicable components.
The score displayed for each component is the average over the last 2 years; the Member's overall score, for each role, is the average of the components applicable to that role. The overall score is always displayed together with the breakdown of each component, so that it is visible exactly where the Member was penalised and in which direction each behaviour influences it.
Transparency on two levels. This Section establishes the components of the score and the direction in which each behaviour influences it (what raises it and what lowers it). The exact threshold values on the basis of which the stars are awarded for each component (for example, ranges of minutes, hours, percentages or days) are published in the Scoring grid, accessible on the Platform, under Section 8.4. This separation ensures predictability for the Member, who always knows what affects the score and in which direction, while allowing the Administration to recalibrate the thresholds as the Platform gathers real usage data, through the procedure for notifying amendments.
8.2 The components of the Carrier score
Punctuality at loading/unloading. Calculated on the basis of the difference between the time the arrival is confirmed, through status updates on the Platform, and the time agreed in the order for each stop. Confirming arrival and departure on time at each stop raises the score; large delays or a missing status update lower it. If an order has several stops, the score of the order is the average of the stars obtained at each stop.
Response speed to an order. Calculated from the moment the order is allocated by the Ordering party until it is confirmed or refused by the Carrier. A prompt response raises the score; a delayed response or the order expiring without a response lowers it.
Speed of uploading the proof of delivery (POD) and of issuing the invoice. Calculated from the confirmation of delivery (the last unloading of the order) until the confirmed delivery document (CMR) is uploaded and the invoice is issued through the Platform. Uploading the documents quickly raises the score; delay or failure to upload lowers it.
GPS connectivity during the order. Calculated as the percentage of time in which the vehicle's GPS connection reported actively, between the confirmation of the order and the confirmation of delivery. High connectivity raises the score; prolonged interruptions of the signal lower it.
Cancellation/refusal rate. Calculated as the percentage of orders confirmed and subsequently cancelled or not completed through the Carrier's fault, relative to the total number of orders confirmed in the last 2 years. A low rate raises the score; repeated cancellations through its own fault lower it.
8.3 The components of the Ordering party score
Payment reliability. Calculated on the basis of how the Ordering party pays the transport invoices it receives through the Platform and of the payment incidents recorded against it, under Section 6. Payment on time or in advance raises the score; delays past the due date, overdue invoices and confirmed payment incidents lower it, the more so the longer the delay.
Cancellation/refusal rate. Calculated, symmetrically with the component in 8.2 letter e), as the percentage of orders allocated by the Ordering party and subsequently cancelled or not completed through its fault, relative to the total number of orders allocated in the last 2 years.
8.4 The scoring grid
The exact threshold values on the basis of which the stars are awarded for each component in Sections 8.2 and 8.3 are published in the Scoring grid, accessible to any Member on the Platform. For each component, the grid displays the objective ranges corresponding to each number of stars (from 1 to 5).
The Scoring grid forms part of these Rules by reference. The Administration may update the thresholds in the Grid in order to calibrate them according to real usage data, and any change to the Grid follows the procedure for notifying amendments provided for in the Terms and Conditions. A change to a threshold does not apply retroactively to scores already awarded for completed orders.
8.5 The mechanism for contesting the stars awarded
A party that has been awarded a reduced score on any of the components above may ask the Administration to review it, within 5 days of it being awarded, presenting documented reasons, for example proof of a delay caused by the other party at an earlier stop of the same order, proof that the goods were unavailable at the loading place, or any other communication or update on the Platform relevant to the situation reported. The Administration may maintain, adjust or cancel the contested score, on the basis of the documentation presented, and will reply with reasons within 10 working days at the latest.
8.6 Calculating and displaying the score
The score of each component, as well as the overall score per role, is recalculated daily. In their own profile, the Member sees the aggregate score (stars) and, for each component, the current position, the reason for it and guidance on how the score can be improved. In a Member's public profile, other parties see the aggregate score and the breakdown by component, as a trust reference before making an offer or confirming a collaboration.
9. Anti-abuse automations
Expired offers are deleted automatically according to the declared validity.
Over-posting of freight or available vehicles is refused at company level (similar route, attributes and validity), as are listings that are inconsistently modified or deleted and quickly reposted for repositioning.
Excessive and repetitive publishing may lead to the temporary limitation of the visibility of the Member's offers, as a preventive measure, before the sanctions provided for in Section 20 are applied.
10. Fraud prevention
The safety of the Community rests on three independent verification mechanisms, applied cumulatively, so that impersonating a real company requires compromising all of them simultaneously, not just one:
The Platform provides secure authentication of Accounts, to reduce the risk of a User's identity being impersonated.
Documentary verification at activation — a Member's active access is conditional on uploading and validating the following documents: the tax registration certificate (CUI), a valid transport licence, valid CMR insurance and proof of its payment. Documents that expire or are subsequently invalidated may lead to access being restricted, under Section 20.
GPS pairing of the fleet — confirmation of transport orders is conditional on an active GPS connection, associated with the vehicle's licence plate, under Section 4. Fitting a GPS device with a tracking provider leaves a verifiable trace (the vehicle identification number — VIN, as well as the record of the service being invoiced to the paying company), which makes it difficult to associate a real vehicle with a false identity.
Bank verification of payments — payments to the Platform are confirmed exclusively from the company's bank account or business card, under Section 5 of the Terms and Conditions.
A company's contact details, if they have been changed recently, are marked visually in its profile, to draw attention to the risk of a real carrier's identity being impersonated.
The preventive measures described above protect Members only where the Platform is used professionally, in accordance with Sections 16 and 17.
11. Account security
The Member and its Users have the obligation to keep the Account access credentials confidential and not to share them with unauthorised third parties.
The Member is liable for all actions carried out through its Accounts up to the moment at which it notifies the Administration, in writing, of a suspected or confirmed compromise of an Account (for example, unauthorised access, credential theft).
On receiving such a notification, the Administration will immediately suspend access to the Account concerned, until it is safely restored.
Independently of the sanctions provided for in Section 20, the Administration may immediately and temporarily suspend any Account for which there are reasonable indications that it is being used for hacking, malware, ransomware, phishing, DDoS attacks or other activities that affect the security of the Platform or of other Members, until the situation is clarified.
12. Automated functionality and integrations with third-party services
As it evolves, the Platform may include additional automation functionality — such as tools for sorting and matching offers, automatic notifications, functionality assisted by artificial intelligence technologies, fraud detection systems or integrations with third-party services for geolocation, messaging or transport management (TMS). Such functionality is indicative and ancillary in nature, does not replace the Members' and Users' own checks and commercial decisions, and may be modified, extended or removed by the Provider at any time, without prior notice.
If a change significantly affects functionality explicitly included in the pricing plan paid for by the Member (for example, the removal of GPS tracking or of an invoicing/documents module included in an active plan), such a change follows the notification procedure provided for in Section 17 of the Terms and Conditions.
13. Service availability and maintenance
The Provider may temporarily interrupt access to the Platform, in part or in full, for maintenance work, updates or the remedying of technical incidents, making reasonable efforts to limit the duration and impact of such interruptions and, where possible, to notify the Community in advance.
14. The obligation to cooperate
Members and Users have the obligation to cooperate, reasonably and in good faith, with the Administration in verifications, investigations into fraud or incidents, or other enquiries carried out by the Provider in connection with the use of the Platform, including by providing, on request, the relevant documents and explanations.
15. Activity logs
The Platform keeps technical logs of the activity carried out by Members and Users (logins, changes, relevant operations, IP addresses), under the conditions of the Privacy Policy. These logs may be used by the Provider as evidence in verification or appeal procedures, or in any dispute connected with the use of the Platform.
16. The Member's obligations
It is liable for all the data provided about its own structure and activity and has the obligation to document it, at the Administration's request.
It uses the Platform exclusively in its own interest, in connection with road freight transport carried out or requested; it is prohibited to initiate or accept transactions on behalf of a third party or to use the Platform for other commercial purposes.
It observes the applicable anti-terrorism, embargo and export control regulations and warrants that it is not subject to any relevant restriction while using the Platform.
It is responsible for its own checks regarding the reliability of the partners identified through the Platform; the information generated by any assessment tools on the Platform is strictly informative, without any warranty.
17. The individual User's obligations
Uses the Platform exclusively in the interest of the employing company.
Consults the partner company's profile before responding to a published offer.
Checks, before offering transport, the scoring, the licences and the available documents of the potential partner.
Checks, before requesting transport, that the contact details (email, telephone) of the party making the offer match those in the company profile, with particular attention to generic e-mail addresses.
On confirming a transport order, checks, as far as possible, the transport licence and the licence plate of the vehicle.
Publishes only real offers and does not use insulting, discriminatory or defamatory language in communication with the other members of the Community.
18. Consulting the Platform and communicating with the Administration
The pages of the Platform are consulted manually; crawler programs, software agents or artificial-intelligence-based tools are prohibited, as is any other form of automated data extraction, with the exception of integrations expressly authorised by the Provider.
Consulting the profiles of other Members for any purpose other than establishing a contractual transport relationship is prohibited.
Requests for assistance, suggestions and any complaints are sent by telephone or by e-mail to the Administration, not through the public pages of the Platform. Improper or uncivil communication with the administration team may be sanctioned under Section 20.
19. Identity verification
The Administration may verify the legitimacy of a company and of its representative through a KYB ("Know Your Business") procedure and through the verification of the company's documents (unique registration code, transport licences, carrier's liability insurance – CMR), in compliance with personal data protection legislation (see the Privacy Policy).
20. Sanctions
20.1 Withdrawal of membership
The following constitute culpable acts of the Member, entitling the Administration to suspend the Account (Accounts) permanently and to request termination of the Contract under the Terms and Conditions:
issuing to another Member a payment instrument that is refused at settlement;
attempting to fraudulently intermediate a transport service through the Platform;
declaring false or insufficiently substantiated information, at registration, at the Administration's request or in the company profile;
issuing payment orders subsequently withdrawn or dishonoured, with the purpose of apparently settling an incident or a payment delay;
the existence of general business information indicating a significant risk to the other members of the Community;
repeated failure by its own Users to observe the conditions of use;
the use of unauthorised software tools when consulting the Platform, or the excessive and unjustified consultation of other companies' profiles;
causing a transport incident of high severity, such as making the unloading of the goods conditional on immediate payment, in breach of a prior contractual agreement.
The Administration will act on the acts above within at most 60 days from the date on which it became aware of them, on the basis of internal documentation of the finding, except where the act is continuing in nature or is discovered after that period.
20.2 Temporary suspension
One week, for failing to provide within 2 working days the documents requested by the Administration in connection with information declared on own responsibility.
Partial suspension of the right to publish freight, until the situation is settled, for accumulating payment incidents/delays or for publishing offers in excess.
At individual User level, without affecting the Member's rights: one week for repeated failure to observe the conditions of use, abuse of the expired-listing markers or improper communication; one month for lending the right of access to another person.
20.3 No refund of amounts
A Member that is suspended or whose membership has been withdrawn is not entitled to a refund of the value of the access rights already paid for the period of suspension, nor of unused subscriptions or credits.
21. The right of appeal
Any Member or User affected by a measure suspending, limiting or withdrawing access may request, in writing, that the Administration review the decision, within 10 working days from the communication of the measure. The Administration will reply with reasons within 10 working days at the latest from receipt of the appeal. Lodging an appeal does not, as a rule, suspend the contested measure, unless the Administration decides otherwise.
22. Deletion of content
The Administration may delete or refuse the publication of offers that are visibly false, multiply posted, published on behalf of an unauthorised third party or insufficiently documented, on its own initiative or following a report from other members of the Community.
23. Amendment of the Rules
The Provider reserves the right to amend these Rules periodically, to adapt them to the evolution of the Platform or of the applicable legal framework, following the same notification procedure provided for in Section 17 of the Terms and Conditions.