Terms & Conditions

By accessing or using the Website or any services made available through the Platform, you confirm that you have read, understood and agree to be legally bound by these Terms & Conditions.

Please read these Terms & Conditions carefully before creating an account, submitting a project request or otherwise using the Platform.

Last updated: 25 June 2026

Definitions

Platform means the online platform operated by the Company through the Website for requesting, managing and delivering marketing and creative services made available by Independent Service Performers in accordance with these Terms & Conditions.

Company means GENVISTA LTD, the operator of the Platform. References to the Company describe its role in providing, administering and maintaining the Platform, except where an explicit reference to GENVISTA LTD as the legal entity is required.

Client or User means any individual, business, organisation or other legal entity that accesses the Website, creates an account, submits a project request, purchases services through the Platform or otherwise uses the Platform, whether acting on its own behalf or on behalf of another person or entity.

Website means genlaren.com and all associated webpages, interfaces, features, applications and other digital environments operated under this domain.

Services means marketing, branding, creative, content and related professional services made available through the Platform and coordinated by the Company.

Independent Service Performer means an independent third-party professional who offers and performs services through the Platform. Independent Service Performers act independently and are not employees, partners, representatives, agents or authorised signatories of the Company. The Company does not create an employment, agency, partnership or joint venture relationship with any Independent Service Performer by operating the Platform.

You means the individual accessing or using the Website or the Platform, or the legal entity on whose behalf such individual acts.

1. Scope of the Services

The Platform enables Clients to submit project requests for marketing, creative, branding, content and related professional services through the Website. GENVISTA LTD operates and administers the Platform, providing the technical infrastructure and supporting the interaction between Clients and Independent Service Performers. Services requested through the Platform are performed by Independent Service Performers acting independently and in accordance with these Terms & Conditions.

The Platform facilitates project administration, communications and the exchange of information necessary for the provision of services. The Company may implement reasonable operational procedures intended to support the efficient functioning of the Platform, including project administration, quality monitoring, technical verification and compliance reviews where appropriate. Nothing in these Terms shall be interpreted as creating an employment, agency or partnership relationship between the Company and any Independent Service Performer.

The scope, complexity, pricing and estimated completion time of each project may vary depending on the nature of the requested services, the project requirements, the information and materials provided by the Client, the level of customisation and other relevant circumstances. Applicable pricing and estimated delivery information will be presented during the project request or checkout process.

Services available through the Platform may include, without limitation, branding and visual identity, logo design, graphic design, advertising materials, digital illustrations, social media content, marketing content, copywriting, content strategy, communication materials, website and interface assets, templates, presentations and other marketing or creative deliverables made available through the Platform.

Unless expressly agreed otherwise in writing, all deliverables are intended for lawful commercial, promotional, editorial, educational or internal business purposes. The Platform does not provide legal, accounting, regulatory, certification, notarial or other professional advisory services and does not guarantee that any deliverables will be accepted, approved or published by third-party platforms, advertising networks, marketplaces or other external organisations.

Clients remain solely responsible for ensuring that their project requests, supplied materials and use of any deliverables comply with applicable laws, intellectual property rights, advertising standards, contractual obligations and the policies or technical requirements of any relevant third parties.

2. Acceptance of Terms

By accessing or using the Website, creating an account, submitting a project request, uploading materials, purchasing services through the Platform or otherwise interacting with any part of the Platform, you acknowledge that you have read, understood and agree to be legally bound by these Terms & Conditions, together with the Privacy Policy, Acceptable Use Policy and any other policies or additional terms referenced on the Website.

These Terms & Conditions apply to all users of the Platform, including visitors, Clients, registered account holders and, where applicable, Independent Service Performers using the Platform or any related features and services.

If you do not agree with these Terms & Conditions or any applicable policies governing the use of the Platform, you must immediately discontinue access to and use of the Website and the Platform. Your continued use of the Platform constitutes your acceptance of these Terms & Conditions and any amendments made in accordance with this section.

The Company may revise, update or replace these Terms & Conditions from time to time by publishing an updated version on the Website. Unless otherwise stated, any amendments become effective upon publication. Where required by applicable law or where the changes materially affect users rights or obligations, the Company may provide additional notice using appropriate communication methods. It is your responsibility to review the current version of these Terms & Conditions before continuing to use the Platform.

3. Automatic Agreement

Your access to or use of the Website or any part of the Platform constitutes your acceptance of these Terms & Conditions. By continuing to use the Platform, you agree to comply with these Terms & Conditions, as well as any amendments or updated versions published by the Company from time to time.

The Company may revise these Terms & Conditions by publishing an updated version on the Website or, where appropriate, by providing notice through email, account notifications or other reasonable means of communication. Unless otherwise stated, the revised Terms & Conditions become effective upon publication on the Website.

By continuing to access or use the Platform after any amendments become effective, you acknowledge and accept the updated Terms & Conditions. If you do not agree with any modification, you must immediately discontinue your use of the Website and the Platform.

4. Account Registration

To access certain features of the Platform, submit project requests or purchase services, you must create a user account. During registration and throughout your use of the Platform, you agree to provide accurate, complete and up-to-date information necessary for account administration, communications, payment processing and the proper operation of the Platform.

By registering an account, you represent and warrant that the information you provide is accurate and relates to you or to the legal entity you are authorised to represent. You must not create an account using false, misleading or inaccurate information, temporary or disposable email addresses intended to conceal your identity, or the personal information of another individual without appropriate legal authority.

You are solely responsible for maintaining the confidentiality and security of your account credentials and for all activities carried out through your account. The Company may rely on any instructions, approvals, communications, project requests or other actions submitted through your account as having been authorised by you unless the Company has been notified otherwise in accordance with these Terms & Conditions.

Where reasonably necessary to protect the Platform, comply with applicable law or prevent fraud, the Company may request additional information to verify your identity or the accuracy of your account information. Failure to provide requested information may result in restrictions on the use of certain Platform features or other appropriate measures.

The Company reserves the right to suspend, restrict or terminate any account that contains false, inaccurate, incomplete, misleading, outdated or unverifiable information, or where it reasonably believes that an account is being used in violation of these Terms & Conditions, applicable law, the rights of third parties, or in a manner that threatens the security, integrity or proper operation of the Platform.

5. Fraud Prevention

The Company may implement reasonable technical, operational and organisational measures to protect the Platform, its users, Independent Service Performers and third-party service providers against fraud, payment abuse, unauthorised access, security threats, misuse of the Platform or other unlawful or suspicious activities.

Where the Company reasonably believes that an account, project request, payment or other activity involves fraud, unauthorised use, false or misleading information, payment irregularities, chargebacks, disputed transactions, abuse of the Platform, violations of these Terms & Conditions or other circumstances presenting operational, legal or financial risk, the Company may take appropriate protective measures. Such measures may include requesting additional verification, temporarily restricting account functionality, suspending access to the Platform, delaying the commencement or completion of services, cancelling pending transactions or terminating the relevant account where permitted by applicable law.

The Company may also take appropriate action where suspicious activity is identified by payment service providers, financial institutions, fraud detection systems, regulatory requirements or the Company's internal monitoring procedures. Any measures taken under this section will be proportionate to the nature of the identified risk and intended to protect the security, integrity and lawful operation of the Platform.

Nothing in this section limits the Company's right to refuse access to the Platform, decline future project requests or cooperate with competent authorities where required by applicable law or where reasonably necessary to prevent fraud, protect users, enforce these Terms & Conditions or safeguard the legitimate interests of the Company or third parties.

6. Email Verification and Account Activation

As part of the account registration process, the Platform requires verification of the email address provided by the user. A verification message will be sent to the registered email address, and the account will be activated only after the verification process has been successfully completed.

A verified email address is required to access certain Platform features, submit project requests, communicate through the Platform, receive project-related notifications, access completed deliverables and manage your account.

The Company reserves the right to restrict or suspend access to all or part of the Platform until the email verification process has been completed. Users are responsible for ensuring that the email address associated with their account remains valid, accessible and capable of receiving communications from the Company.

7. Eligibility and Permitted Use

By accessing or using the Platform, you represent and warrant that you have reached the legal age of majority in your jurisdiction and possess the legal capacity and authority required to enter into legally binding agreements and to use the Platform in accordance with these Terms & Conditions.

You further represent that your access to and use of the Platform does not violate any applicable laws, regulations, sanctions, contractual obligations, intellectual property rights or other legal restrictions applicable in your jurisdiction or in the jurisdiction where the Platform or the requested services are used.

The Platform may be used only for lawful, legitimate and authorised business or personal purposes. You are solely responsible for ensuring that all project requests, instructions, communications, files, trademarks, images, text, references and any other materials submitted through the Platform are accurate, lawful and used with all necessary rights, licences, permissions or other legal authority.

You must use the Platform in a manner that does not interfere with its security, availability, integrity or proper operation. You must not attempt to gain unauthorised access to the Platform, other user accounts or connected systems, or engage in any activity that may disrupt, impair or compromise the operation of the Platform or the rights of other users.

The Company reserves the right to suspend, restrict or terminate access to the Platform where it reasonably believes that a user has breached these Terms & Conditions, violated applicable law, created operational, legal, security or reputational risk, or otherwise used the Platform in an unlawful, fraudulent or abusive manner.

8. Prohibited Activities

You must not use the Platform or any services made available through it for any unlawful, fraudulent, deceptive, abusive or unethical purpose, or in any manner that violates these Terms & Conditions or applicable law.

You must not submit, request, upload, create, distribute or otherwise use any content that infringes intellectual property rights, privacy rights, contractual rights or any other rights of third parties, or that breaches applicable advertising, consumer protection or other legal requirements.

You must not use the Platform to create, request or distribute content that is fraudulent, defamatory, misleading, discriminatory, hateful, threatening, obscene, abusive, exploitative or otherwise unlawful. This includes, without limitation, forged or falsified documents, deceptive commercial materials, impersonation, fraudulent identity content or materials intended to facilitate unlawful activities.

You must not interfere with, disrupt or attempt to compromise the security, integrity, availability or proper operation of the Platform or any connected systems. Prohibited activities include introducing malicious code, viruses, automated bots or scripts, unauthorised scraping, phishing, credential harvesting, spam, denial-of-service attacks, unauthorised data collection or any attempt to gain unauthorised access to the Platform, user accounts or supporting infrastructure.

You must not use the Platform in connection with money laundering, fraud, sanctions evasion, deceptive commercial practices, intellectual property infringement or any activity that could reasonably expose the Company, Independent Service Performers, payment service providers, hosting providers, business partners or other third parties to legal, regulatory, operational, financial or reputational risk.

Where the Company reasonably believes that a user has engaged in any prohibited activity, it may suspend or terminate access to the Platform, cancel pending projects, refuse future use of the Platform, retain relevant records for compliance purposes and, where required or considered appropriate, cooperate with competent authorities, payment service providers or other relevant third parties in accordance with applicable law.

9. Age Restrictions

The Platform and the services made available through it are intended solely for individuals who are at least eighteen (18) years of age or who have otherwise reached the legal age required to enter into binding agreements under the laws of their jurisdiction.

By creating an account, submitting a project request, purchasing services or otherwise using the Platform, you represent and warrant that you satisfy the applicable age requirements and have the legal capacity to accept these Terms & Conditions.

If the Company reasonably determines that the Platform has been accessed or used by a person who does not meet the applicable age requirements, the Company may immediately suspend or terminate the relevant account, cancel any pending projects, restrict further access to the Platform and take any other measures reasonably necessary to comply with applicable law and protect the integrity of the Platform. To the fullest extent permitted by applicable law, payments relating to such use may be non-refundable.

10. User Obligations

You are solely responsible for your use of the Platform and for complying with all applicable laws, regulations, tax obligations and other legal requirements relating to your activities, the services you request through the Platform and any payments made in connection with such services.

You are responsible for ensuring that all project requests, instructions, materials, trademarks, logos, images, text, references and any other content submitted through the Platform are accurate, lawful and provided with all necessary rights, licences, permissions or other legal authority. You acknowledge that the Company does not independently verify the ownership or legality of materials submitted by users.

You are solely responsible for the use, publication, distribution, modification or commercial exploitation of any deliverables obtained through the Platform. It is your responsibility to ensure that such use complies with applicable laws, advertising standards, intellectual property rights, contractual obligations, platform policies and any applicable third-party requirements.

You agree to cooperate with the Company where reasonably necessary to resolve project-related issues, verify information, respond to compliance or fraud-prevention requests, or otherwise facilitate the proper operation and security of the Platform.

11. Nature and Limitations of the Services

The Platform facilitates the provision of marketing, creative, branding, content and related professional services that inherently involve creative judgement, individual expertise, artistic interpretation and subjective decision-making. As a result, deliverables may reasonably vary depending on the nature of the project, the information provided by the Client and the professional approach of the Independent Service Performer.

Unless specific requirements are expressly agreed as part of the project scope, the Company does not guarantee identical creative outcomes, precise stylistic interpretations, complete consistency with subjective expectations or the achievement of any particular aesthetic preference. Reasonable differences in style, presentation, creative direction or implementation do not, by themselves, constitute a failure to perform the requested services.

The Company may implement reasonable operational, technical or quality assurance procedures intended to support the overall quality and consistency of the Platform. However, such procedures do not constitute a guarantee that every deliverable will satisfy individual preferences or subjective expectations.

The Company does not represent or warrant that any deliverables, marketing materials or creative content obtained through the Platform will achieve any particular commercial, advertising, branding, search ranking, audience engagement, conversion or other business outcome. The effectiveness and use of any deliverables remain dependent on numerous factors beyond the Company's reasonable control, including the manner in which they are implemented and used by the Client.

12. General Conditions

The Company reserves the right, where reasonably necessary and subject to applicable law, to refuse, restrict, suspend or discontinue access to all or any part of the Platform for operational, legal, security, compliance or other legitimate business reasons.

By using the Platform, you acknowledge that project-related information, communications, files, instructions and other materials submitted through the Platform, excluding full payment card information, may be transmitted across electronic communications networks and adapted where necessary to ensure technical compatibility with different systems, devices, infrastructure providers or service environments.

All payments made through the Platform are processed exclusively by authorised third-party payment service providers. The Company does not provide payment, banking, e-money, money transmission or other regulated financial services and does not receive or retain users' full payment card details or hold client funds on behalf of users.

Except as expressly permitted by these Terms & Conditions or with the Company's prior written consent, you may not reproduce, copy, distribute, publish, license, sell, commercially exploit or otherwise use any part of the Platform, its content, software, documentation or other materials made available through the Website.

The headings used in these Terms & Conditions are included for convenience only and shall not affect the interpretation or legal meaning of any provision.

13. Accuracy of Information

Information published on the Website is provided for general informational purposes only. Although the Company may update, revise or remove Website content from time to time, it does not warrant or guarantee that any information available on the Website is complete, accurate, current, uninterrupted or free from errors or omissions.

Descriptions of services, examples, visual materials, case studies, estimated delivery timeframes, pricing information and other content displayed on the Website are provided for illustrative purposes only and may not reflect every technical, operational or project-specific circumstance. Unless expressly agreed in writing, such information does not constitute a binding representation, warranty or contractual commitment regarding any particular project or deliverable.

You should not rely solely on the information published on the Website when making business, legal, financial, commercial or operational decisions. You remain responsible for evaluating whether the Platform and its services are suitable for your particular requirements, and any reliance placed on information available through the Website is at your own risk.

14. Modifications to the Services and Prices

The Company reserves the right, where reasonably necessary, to modify, update, suspend, restrict or discontinue any aspect of the Platform or the services made available through it, including available features, service categories, functionality, pricing, promotional offers or operational availability.

Prices for services available through the Platform may change from time to time and may vary depending on the nature, complexity and scope of the requested project, applicable technical requirements, estimated delivery timeframe, market conditions or other relevant operational factors. Unless expressly confirmed during the checkout process, pricing displayed on the Website does not constitute a continuing offer or guarantee of future pricing.

To the fullest extent permitted by applicable law, the Company shall not be liable for any modification, suspension, restriction, discontinuation, unavailability or withdrawal of any part of the Platform, its services or Website content where such changes are made for legitimate operational, legal, security, compliance or business reasons.

The Website may include historical, archived, illustrative or promotional content provided for general reference purposes only. The Company is under no obligation to maintain, update or continue displaying any specific content, feature, service description or functionality. Users remain responsible for reviewing the current version of the Website and these Terms & Conditions before using the Platform.

15. Services

All services are made available exclusively through the Platform and are governed by these Terms & Conditions, together with the Privacy Policy, Acceptable Use Policy and any other policies or guidelines published on the Website.

Services requested through the Platform are performed by Independent Service Performers. The Company operates and administers the Platform, facilitates project management, communications, quality assurance and related operational processes, but does not guarantee the availability of any particular Independent Service Performer or the continuous availability of any specific service category or feature.

The availability, scope and specifications of services offered through the Platform may be modified from time to time to reflect operational, technical, commercial, legal or compliance requirements. The Company may introduce new services, modify existing services or discontinue particular service categories where reasonably necessary.

Any descriptions, examples, technical specifications, estimated delivery information or other service-related content published on the Website are provided for general informational purposes only and should be read together with the specific project requirements agreed during the ordering process. In the event of any inconsistency, the agreed project scope shall prevail.

The provision of services through the Platform is subject to these Terms & Conditions, including the provisions relating to project delivery, revisions, complaints, refunds, intellectual property, acceptable use, payment processing and limitations of liability.

16. Intellectual Property and Usage Rights

Subject to full payment of all applicable fees, the Client is granted a non-exclusive, worldwide right to use the final deliverables provided through the Platform for their intended commercial, promotional, editorial, business or internal purposes, unless otherwise agreed in writing or restricted by the nature of the relevant deliverables.

The Client represents and warrants that all materials, trademarks, logos, images, text, brand assets, references and other content submitted through the Platform are lawfully owned or used with all necessary rights, licences and permissions. The Client remains solely responsible for any infringement of third-party intellectual property or other proprietary rights arising from materials supplied by the Client.

The Company does not represent or warrant that any names, logos, slogans, branding elements, designs or other creative materials produced through the Platform are available for trademark registration, exclusive use or unrestricted commercial exploitation, or that they do not infringe existing rights held by third parties. The Client is solely responsible for conducting any legal, trademark or intellectual property clearance before using or registering such materials.

Unless expressly agreed otherwise in writing, source files, editable working files, drafts, concepts, preliminary versions, unused proposals, production materials, methodologies, templates and other internal working materials are not included in the final deliverables and remain outside the scope of the usage rights granted to the Client.

The Company may retain project records, completed deliverables and related materials where reasonably necessary for recordkeeping, quality assurance, legal compliance, dispute resolution, fraud prevention or the establishment, exercise or defence of legal claims, subject to applicable confidentiality obligations and data protection requirements.

17. Billing and Account Information

You agree to provide accurate, complete, current and verifiable account, billing and payment-related information necessary for the purchase of services through the Platform. You are responsible for ensuring that your account details, billing information, email address and other contact information remain accurate and up to date throughout your use of the Platform.

The Company may request additional information where reasonably necessary to verify account details, payment information or billing records, prevent fraud, comply with applicable legal or regulatory requirements, or protect the security and integrity of the Platform. Failure to provide requested information may result in delays, restrictions or the inability to process payments or provide services.

The Company reserves the right to decline, suspend, restrict or cancel any transaction, project request or account activity where it reasonably believes that the information provided is inaccurate, incomplete or misleading, or where payment activity appears unauthorised, fraudulent, abusive, duplicated, inconsistent with normal Platform use or otherwise presents operational, legal, compliance or financial risk.

Where reasonably practicable, the Company may notify the user using the contact details associated with the relevant account before or after taking appropriate protective measures, depending on the nature of the identified risk.

18. Third-Party Websites and External Links

The Platform may contain links to, integrations with, embedded content from, advertisements for or references to third-party websites, applications, platforms or other external resources that are owned and operated independently of the Company.

The inclusion of any third-party link or reference does not constitute an endorsement, recommendation or approval by the Company of the relevant third party, its products, services or activities. The Company does not own, control, operate or monitor such third-party resources and makes no representations or warranties regarding their availability, accuracy, security, legality, functionality or compliance with applicable laws.

If you choose to access any third-party website or service through the Platform, you do so entirely at your own risk and subject to the applicable Terms & Conditions, privacy policies and other rules established by the relevant third party. The Company is not responsible for any transactions, communications, content, products, services or data processing activities that occur outside the Platform.

These Terms & Conditions apply solely to the Platform and the services made available through it. They do not govern any relationship, agreement or interaction between you and any third party after you leave the Platform or access an external website, application or service.

19. Personal Data

The collection, use, storage, disclosure and other processing of personal data carried out in connection with the Platform are governed by the Privacy Policy published on the Website, which forms an integral part of these Terms & Conditions.

By accessing or using the Platform, you acknowledge that you have read and understood the Privacy Policy and agree that your personal data will be processed in accordance with that policy and applicable data protection legislation.

20. Disclaimer and Limitation of Liability

The Platform, all services made available through it and all related content, information and deliverables are provided on an "as is" and "as available" basis, except where expressly stated otherwise in these Terms & Conditions. To the fullest extent permitted by applicable law, the Company makes no representations or warranties, whether express, implied, statutory or otherwise, regarding the uninterrupted availability, security, reliability, accuracy, completeness, compatibility, quality or fitness of the Platform or any services or deliverables for a particular purpose.

The Company does not warrant that the Platform will operate without interruption, delay, technical malfunction, system error, security incident or other operational disruption, or that any identified issue will be corrected within a particular timeframe. Temporary interruptions may occur due to maintenance, technical upgrades, third-party service interruptions or circumstances beyond the Company's reasonable control.

To the fullest extent permitted by applicable law, the Company, its directors, officers, employees, affiliates, contractors, Independent Service Performers, licensors, technology providers and other authorised representatives shall not be liable for any indirect, incidental, consequential, special, exemplary or punitive damages, or for any loss of profits, revenue, business opportunities, goodwill, reputation, anticipated savings, data or other commercial losses arising out of or relating to the use of, inability to use or reliance upon the Platform or any services made available through it, regardless of the legal basis of the claim.

Nothing in these Terms & Conditions excludes or limits any liability that cannot lawfully be excluded or limited under applicable law. Where liability cannot be excluded, it shall be limited to the maximum extent permitted by applicable law.

21. Severability

If any provision of these Terms & Conditions is held by a court or other competent authority to be unlawful, invalid or unenforceable, that provision shall be interpreted, modified or enforced to the maximum extent permitted by applicable law so as to give effect, as nearly as possible, to its original purpose. The remaining provisions of these Terms & Conditions shall remain in full force and effect.

To the extent necessary, any unlawful, invalid or unenforceable provision shall be deemed severed from these Terms & Conditions without affecting the validity, legality or enforceability of the remaining provisions.

22. Termination

These Terms & Conditions remain in effect until terminated by either you or the Company. You may terminate your use of the Platform at any time by discontinuing access to the Website and ceasing all use of the Platform. Where applicable, you may also request the closure of your account in accordance with the Platform's procedures.

The Company may suspend, restrict or terminate your account or access to the Platform where it reasonably believes that you have breached these Terms & Conditions, violated applicable law, engaged in fraudulent, abusive or unauthorised activity, failed to satisfy applicable verification requirements, or otherwise created legal, operational, security or compliance risks for the Platform or its users.

Termination or suspension of your account does not affect any rights, obligations or liabilities that arose before the effective date of termination. You remain responsible for all outstanding payment obligations, chargebacks, reversed transactions, fees, indemnification obligations and any other liabilities arising from your use of the Platform before termination.

Where reasonably necessary, the Company may cancel pending projects, suspend the performance of services, refuse future access to the Platform or take other protective measures permitted by applicable law. Where payments are identified as unauthorised, fraudulent, disputed or reversed, the Company may refuse refunds, decline account reactivation requests or permanently restrict future use of the Platform, subject to applicable law.

23. Delivery Terms

Completed deliverables are made available electronically through the Client's account on the Platform and, where appropriate, may also be sent to the verified email address associated with that account. Unless otherwise agreed in writing, a project shall be deemed delivered once the completed deliverables have been made available through the Platform.

Estimated delivery timeframes are provided during the project request or checkout process and are based on the scope, complexity, technical requirements, project specifications, revision history and the completeness of the information supplied by the Client. Any estimated delivery date is provided for guidance only and does not constitute a guaranteed deadline unless expressly agreed in writing.

The Company and Independent Service Performers will use commercially reasonable efforts to facilitate delivery within the estimated timeframe. However, delivery may be delayed due to incomplete or inaccurate project requirements, delayed Client responses or approvals, revision requests, technical issues, interruptions affecting third-party service providers, force majeure events or changes to the agreed project scope after work has commenced.

Where reasonably practicable, the Company may notify the Client if a material delay is anticipated. Unless otherwise required by applicable law or expressly agreed in writing, reasonable delays in project delivery shall not, by themselves, constitute a breach of these Terms & Conditions or entitle the Client to compensation.

24. Complaints

The Company seeks to review and resolve complaints relating to projects and services made available through the Platform in a fair, reasonable and commercially practical manner.

Complaints must be submitted in writing to [email protected] from the verified email address associated with the relevant account. A complaint should include sufficient information to identify the relevant project, including the account details, project reference, delivery date, a clear description of the issue and, where applicable, supporting files, examples or other relevant information.

Unless otherwise required by applicable law, complaints must be submitted within fourteen (14) calendar days from the date on which the completed deliverables are made available through the Platform. Complaints submitted after this period may not be accepted for review.

When assessing a complaint, the Company may review the agreed project scope, project instructions, communications, revision history, delivered materials and any other information relevant to the project. The Company may also request additional information where reasonably necessary to complete its assessment.

A complaint may be considered where there is a material failure to comply with the agreed project requirements, incomplete delivery of the agreed scope or a significant deviation from clearly documented project specifications. Complaints based solely on subjective preferences, creative interpretation, personal opinion or requirements introduced after work has commenced or outside the agreed project scope will generally not qualify for corrective action.

Where the Company reasonably determines that a complaint is justified, it may, at its discretion, offer an appropriate remedy, including revisions, corrections, replacement deliverables, service credits, a partial refund where appropriate, or another commercially reasonable resolution.

The submission of a complaint does not suspend payment obligations, automatically entitle the Client to a refund or guarantee that any particular remedy will be provided.

25. Independent Service Performers

Services made available through the Platform are performed by Independent Service Performers engaged under separate contractual arrangements with the Company. Independent Service Performers act as independent contractors and are not employees, partners, agents, representatives or authorised signatories of the Company.

The Company operates and administers the Platform, facilitates project management, communications and quality assurance procedures, and may coordinate the allocation and completion of projects. Nothing in these Terms & Conditions shall be interpreted as creating an employment, partnership, agency or joint venture relationship between the Company and any Independent Service Performer.

Clients may submit complaints regarding completed projects within fourteen (14) calendar days from the date the completed deliverables are made available through the Platform, as set out in these Terms & Conditions. Accordingly, remuneration relating to a completed project will generally become eligible for payout to the relevant Independent Service Performer only after the applicable complaint period has expired without any pending complaint or, where a complaint has been submitted, after it has been reviewed and resolved by the Company in accordance with these Terms & Conditions.

Any remuneration payable to an Independent Service Performer is governed exclusively by the separate contractual arrangements between the Company and the relevant Independent Service Performer. The timing and availability of payouts may also be subject to applicable compliance requirements, account status, technical availability, payment provider capabilities, jurisdictional restrictions or other legitimate operational requirements.

Any payments or payouts relating to Independent Service Performers are processed through authorised third-party payment service providers where applicable. The Company does not provide regulated payment, banking, e-money or money transmission services.

Additional rights, obligations and procedures applicable to Independent Service Performers, including onboarding, eligibility requirements, performance standards, remuneration, payout procedures, compliance requirements and account management, are governed exclusively by the separate terms and policies applicable to Independent Service Performers and do not form part of these Terms & Conditions.

26. Payment Policy

All services made available through the Platform are provided on a full prepayment basis. A project will be accepted for processing only after the applicable payment has been successfully authorised and confirmed by the Platform's authorised third-party payment service providers.

By submitting a project request and completing the checkout process, you authorise the processing of the applicable payment and acknowledge that the provision of services is conditional upon successful payment authorisation. The Company's obligation to facilitate the requested services arises only after payment has been successfully completed.

All payment transactions are processed exclusively by authorised third-party payment service providers. The Company does not provide regulated payment, banking, e-money, money transmission or other financial services, does not process payment transactions independently and does not collect or retain users' full payment card details.

Payments may be made in any currency supported by the Platform at the time of the transaction. Supported currencies may include GBP, EUR, AUD, CAD, PLN, TRY, NOK, CZK, CHF, JPY, USD and other currencies, subject to technical availability, payment service provider capabilities, applicable legal requirements, local restrictions and jurisdictional limitations.

The Company reserves the right to modify or discontinue available payment methods, supported currencies, pricing structures, transaction limits or other payment-related functionality where reasonably necessary for operational, legal, compliance or business purposes. Such changes will not affect payments that have already been successfully processed unless otherwise required by applicable law.

27. Refund Policy

The services made available through the Platform consist of customised digital marketing and creative work prepared in accordance with the Client's individual project requirements. Accordingly, refunds are available only in limited circumstances and will be considered by the Company on a case-by-case basis, acting reasonably and in accordance with these Terms & Conditions.

Before requesting a refund, the Client may request up to two (2) rounds of revisions without additional charge within fourteen (14) calendar days from the date the completed deliverables are made available through the Platform, provided that the requested revisions remain within the originally agreed project scope, specifications and instructions. Requests involving new requirements, additional materials, changes in creative direction or any expansion of the agreed project scope may require additional payment or be treated as a new project.

A refund request may be considered where a project has not been delivered within a reasonable period without a valid operational or legal justification, or where the completed deliverables materially fail to comply with the agreed project requirements and the identified issues cannot reasonably be resolved through the applicable revision process.

When assessing a refund request, the Company may consider the agreed project scope, project instructions, communications, revision history, work completed, materials delivered and any other information relevant to the project. The Company reserves the right to determine the most appropriate remedy, which may include revisions, corrections, replacement deliverables, service credits, a partial refund or, where appropriate, a full refund.

Except where required by applicable law, projects that have been completed, substantially completed, accepted by the Client or used, published or otherwise exploited by the Client are generally non-refundable.

Refunds will not normally be granted where a request is based solely on subjective preferences, creative interpretation, changes in business strategy, requirements introduced after work has commenced, failure to provide complete project information, repeated requests extending beyond the agreed scope, abusive conduct, fraudulent activity, misuse of the chargeback process or any breach of these Terms & Conditions.

Where a refund is approved, it will generally be processed using the original payment method, subject to the procedures, technical capabilities and processing requirements of the relevant third-party payment service provider. Refunds apply only to the fees paid for the relevant services and do not include payment processing fees, currency conversion charges, banking fees or other third-party charges that are outside the Company's control.

28. Confidentiality

The Company treats project briefs, instructions, communications, files, creative materials, business information and other non-public information submitted through the Platform as confidential and uses such information solely for the purposes of operating the Platform, facilitating projects and providing the requested services.

Project-related materials may be retained for up to one (1) year following completion of the relevant project or for a longer period where required by applicable law, reasonably necessary for dispute resolution, fraud prevention, legal compliance, recordkeeping or the establishment, exercise or defence of legal claims.

The Company implements reasonable technical and organisational measures designed to protect confidential information against unauthorised access, disclosure, alteration, misuse or loss. Access to confidential information is limited to authorised personnel, Independent Service Performers, contractors and service providers who require such access for the proper operation of the Platform and who are subject to appropriate contractual or legal confidentiality obligations.

The Company may disclose confidential information where required by applicable law, court order, regulatory requirement, legal process or where reasonably necessary to investigate fraud, resolve payment disputes, protect its legal rights or cooperate with competent authorities.

29. Dispute Resolution

In the event of any dispute, claim or disagreement arising out of or in connection with the Platform, the services or these Terms & Conditions, the parties agree to first attempt to resolve the matter through good-faith discussions and commercially reasonable negotiations.

A party seeking to raise a dispute should first contact the Company using the contact details published on the Website and provide sufficient information to identify the relevant account, project and the nature of the dispute. The parties will use reasonable efforts to exchange relevant information and seek an amicable resolution within a reasonable period.

If the dispute cannot be resolved through informal negotiations, either party may pursue any rights or remedies available under the governing law and applicable legal procedures. Nothing in this section prevents either party from seeking interim, injunctive or other urgent relief where such relief is available under applicable law.

30. Arbitration

If any dispute, controversy or claim arising out of or in connection with these Terms & Conditions, the Website or the services cannot be resolved through good-faith negotiations, the dispute shall be finally resolved by binding arbitration in accordance with the applicable arbitration laws and procedures of England and Wales.

The seat of arbitration shall be London, England, and the arbitration proceedings shall be conducted in the English language. Any arbitral award shall be final and binding upon the parties and may be recognised and enforced by any court of competent jurisdiction in accordance with applicable law.

31. Governing Law and Jurisdiction

These Terms & Conditions and any dispute, claim, non-contractual obligation or other matter arising out of or relating to the Website, the Platform or the services shall be governed by and construed in accordance with the laws of England and Wales.

Any dispute shall be resolved in accordance with the arbitration provisions set out in these Terms & Conditions. Nothing in this section shall prevent either party from applying to the courts of England and Wales for interim, protective or injunctive relief where such relief is reasonably necessary.

The courts of England and Wales shall have exclusive jurisdiction in relation to applications for interim or protective measures, the recognition and enforcement of arbitral awards, and any matter that cannot lawfully be resolved through arbitration under applicable law.

32. Force Majeure

The Company shall not be liable for any delay, interruption or failure to perform its obligations under these Terms & Conditions where such performance is prevented or materially affected by events or circumstances beyond the Company's reasonable control.

Force majeure events may include, without limitation, natural disasters, epidemics, acts of government, regulatory actions, war, terrorism, civil unrest, labour disputes, sanctions, failures of public utilities, cyber incidents, internet or telecommunications disruptions, software or infrastructure failures, hosting outages, interruptions affecting third-party service providers or payment service providers, or any other unforeseen event that materially impacts the operation of the Platform.

During the existence of a force majeure event, the affected obligations shall be suspended for as long as such circumstances continue. The Company will use commercially reasonable efforts to restore the affected services and resume normal operations as soon as reasonably practicable.

33. Changes to These Terms

The Company may revise, amend, update or replace these Terms & Conditions from time to time to reflect changes to the Platform, applicable laws, regulatory requirements or business operations. The latest version of these Terms & Conditions will at all times be available on the Website.

Unless otherwise stated, any amendments become effective upon publication on the Website. Where required by applicable law or where the changes materially affect users' rights or obligations, the Company may provide additional notice through the Platform or other appropriate communication channels.

Your continued access to or use of the Platform after updated Terms & Conditions have been published constitutes your acceptance of the revised version. If you do not agree with any amendment, you must discontinue your use of the Platform.

Contact Information

Operator: GENVISTA LTD

Company Number: 17302104

Address: International House, 64 Nile Street, London, United Kingdom, N1 7SR

Email: [email protected]

Phone: +44 736 975 6922