General Terms and Conditions

1. Introduction and Scope

These General Terms and Conditions ("General Terms") constitute a binding legal agreement between you (the "User," "you," or "your") and VUNA Exchange Ltd ("VUNA Exchange," "we," "us," or "our"), a company incorporated in England and Wales under company registration number 16840719, governing your access to and use of the VUNA Exchange platform and all associated services (collectively, the "Services").

These General Terms incorporate by reference and must be read in conjunction with:

• Our Terms of Service
• Privacy Policy
• UK GDPR Compliance Statement
• POPIA Compliance Statement
• Subscription-specific terms applicable to your chosen plan

By creating an account, subscribing to any plan, purchasing tokens, or otherwise accessing our Services, you acknowledge that you have read, understood, and agree to be bound by these General Terms. If you do not agree, you must immediately discontinue use of the Services.

2. Definitions

3. Contract Formation and Acceptance

3.1 Account Registration

The contract between you and VUNA Exchange is formed when:

• You complete the registration process and submit your account application
• You receive electronic confirmation of account creation from VUNA Exchange
• For BPO Providers: upon successful verification and account approval

3.2 Subscription Upgrades

A separate contract for paid subscriptions is formed when:

• You select a subscription plan and complete the payment process
• You receive electronic confirmation of your subscription activation
• Payment is successfully processed through our authorized payment provider

3.3 Token Purchases

Additional token purchases constitute separate contracts formed upon payment confirmation and credit to your account.

4.1 Applicability of Right of Revocation

The Right of Revocation applies to:

• Subscription Plans: New subscriptions to Growth or Partner+ plans
• Token Purchases: Additional token packages purchased separately
• Plan Upgrades: Upgrades from one subscription tier to another

4.2 Cooling-Off Period Duration

• The date of contract formation (subscription activation confirmation)
• The date of purchase confirmation (for token purchases)
• The date you receive electronic confirmation of your upgrade (for plan changes)

4.3 How to Exercise Your Right of Revocation

To exercise your Right of Revocation, you must inform us of your decision to cancel through a clear statement. You may:

1. Use the Model Revocation Form (provided below in Section 4.9)
2. Send an email to: revocations@vunaexchange.com with the subject line "Revocation Notice"
3. Send written notice by post to:

   VUNA Exchange Ltd

   Revocations Department

   Hollinswood Rd,

   Telford, TF2 9TZ

   United Kingdom

4. Use the revocation function in your account settings (if available)

4.4 Deadline for Exercising Revocation

To meet the revocation deadline, it is sufficient that you send your communication concerning your exercise of the right of revocation before the 14-day period has expired.

Important: The date of sending (not receipt) determines whether the deadline is met. We recommend using methods that provide proof of sending (tracked email, recorded delivery).

4.5 Effects of Revocation

If you validly exercise your Right of Revocation:

• We will reimburse all payments received from you, including any delivery charges (excluding supplementary costs if you chose a more expensive delivery method)
• Reimbursement will be made without undue delay and no later than 14 days after we receive your revocation notice
• We will use the same payment method you used for the original transaction unless you expressly agree otherwise
• No fees will be charged for the reimbursement
• Your access to subscription features will be terminated immediately upon processing
• Any unused tokens will be removed from your account

4.6 Loss of Right of Revocation for Digital Content

4.7 Proportionate Charges for Services Already Provided

If you requested immediate access to subscription services during the cooling-off period and then exercise your Right of Revocation:

• You must pay a proportionate amount for services already provided up to the time you notify us of revocation
• The proportionate amount is calculated based on the total price agreed and the percentage of services already performed
• For token usage: Each token used will be valued at its purchase price and deducted from your refund
• For subscription access: Pro-rata charges apply based on days of active access

4.8 Exceptions to Right of Revocation

The Right of Revocation does not apply to:

• Digital content where performance has begun with your express consent and acknowledgment of loss of revocation right
• Services fully performed with your prior express consent before the end of the cooling-off period
• Contracts where you are acting in your capacity as a business or commercial entity
• Custom or personalized services specifically tailored to your individual requirements
• Sealed goods that were unsealed after delivery and are not suitable for return due to health protection or hygiene reasons

4.9 Model Revocation Form

5. Cancellation and Refund Policy (All Users)

5.1 Voluntary Cancellation

Users may cancel their subscription at any time by:

• Accessing account settings and selecting "Cancel Subscription"
• Contacting support@vunaexchange.com with cancellation request
• Sending written notice to our registered office

5.2 Effect of Cancellation

• Cancellation becomes effective at the end of the current billing period
• No refunds are provided for partial billing periods except as required by law
• Access to paid features continues until the end of the paid period
• Unused tokens remain available until subscription expiry
• After expiry, account reverts to Explorer (free) plan with limited features

5.3 Refund Eligibility

Refunds may be provided in the following circumstances:

• Service Unavailability: Extended platform downtime (exceeding 48 continuous hours) caused by VUNA Exchange
• Billing Errors: Incorrect charges, duplicate payments, or unauthorized transactions
• Legal Requirements: As mandated by applicable consumer protection laws
• Technical Failures: Inability to access purchased services due to platform errors (not user error)

5.4 Non-Refundable Items

The following are non-refundable except as required by law:

• Used tokens (tokens already consumed for connections or expressions of interest)
• Subscription periods during which services were actively used
• Voluntary cancellations mid-billing-cycle (no pro-rata refunds)
• Account verification fees or administrative charges
• Services rendered before cancellation request

5.5 Refund Processing

Approved refunds will be processed:

• Within 14 business days of approval
• To the original payment method used for the transaction
• With confirmation email sent to your registered email address
• Subject to payment processor timelines (typically 5-10 business days for bank transfers)

6. Payment Terms and Billing

6.1 Pricing and Currency

• All prices are quoted in British Pounds Sterling (GBP) unless otherwise indicated
• Prices include applicable UK VAT where required
• International users may be charged in local currency at prevailing exchange rates
• Currency conversion fees may apply depending on your payment provider

6.2 Recurring Subscriptions

• Subscriptions automatically renew at the end of each billing cycle
• You authorize automatic charging to your designated payment method
• Billing occurs on the same day of each month (or anniversary date)
• You are responsible for maintaining valid payment information
• Automatic renewal can be disabled in account settings

6.3 Failed Payments

• Failed payments result in temporary suspension of paid features
• We will attempt to process payment up to 3 times over 7 days
• Email notifications are sent for each failed attempt
• After final failure, subscription is cancelled and account reverts to free plan
• No refunds are provided for periods of service suspension due to payment failure

6.4 Price Changes

• VUNA Exchange reserves the right to modify pricing
• Existing subscribers receive 30 days advance notice of price increases
• Price changes apply from the next billing cycle following notice period
• You may cancel before the new price takes effect without penalty
• Continued use after notice period constitutes acceptance of new pricing

7.1 Applicable Law

• UK Users: Governed by the laws of England and Wales
• South African Users: Governed by the laws of South Africa
• Consumer rights are not affected by choice of law provisions
• Mandatory consumer protection laws of your country of residence apply

7.2 Dispute Resolution

Before initiating formal proceedings, parties agree to:

• Attempt good-faith negotiation for at least 30 days
• Use our internal complaints procedure
• Consider alternative dispute resolution (ADR) or mediation

7.3 Consumer Rights

Nothing in these General Terms affects your statutory rights as a consumer under UK or EU consumer protection legislation, including the Consumer Rights Act 2015 (UK) and Consumer Contracts Regulations 2013 (UK).

8. Limitation of Liability

8.1 Business Users

To the maximum extent permitted by law, VUNA Exchange's total liability for any claims arising from these General Terms shall not exceed the amount paid by you to VUNA Exchange in the 12 months preceding the claim, or £500, whichever is greater.

8.2 Excluded Liability

We do not exclude or limit liability for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Any liability that cannot be excluded under applicable law

9. Data Protection and Privacy

Use of the Services is subject to our comprehensive Privacy Policy and data protection compliance statements:

• Privacy Policy (general data practices)
• GDPR Compliance Statement (UK/EU users)
• POPIA Compliance Statement (South African users)

By agreeing to these General Terms, you acknowledge having read and understood these policies.

10. Modification of Terms

We reserve the right to modify these General Terms at any time. Material changes will be communicated via:

• Email notification to your registered address
• Prominent platform notice upon login
• Updated "Last Modified" date at the top of this document

Changes take effect 30 days after notice. Continued use after the effective date constitutes acceptance. If you do not agree to changes, you must cancel your subscription before the effective date.

11. Severability

If any provision of these General Terms is found to be invalid, unlawful, or unenforceable by a court of competent jurisdiction, such provision shall be severed, and the remaining provisions shall continue in full force and effect.