服务或产品条款起草

以下文本为团队协作SaaS订阅服务条款与条件的专业示范文本，侧重企业对企业（B2B）场景，并以中华人民共和国（为避免歧义，指中国大陆地区，不含香港特别行政区、澳门特别行政区及台湾地区）法律为基本适用法进行结构与合规要点设计。鉴于不同业务模式、合规适用域、数据流转与技术实现存在差异，建议在正式使用前由持牌律师结合贵司具体情况（包括跨境数据流、行业监管、客户所在法域、产品架构等）审阅并定制。

团队协作SaaS订阅服务条款与条件（示范）

一、定义与适用范围 1.1 定义

• “本协议”系指本条款与条件及其所有附件、订单、服务说明、技术与支持政策、可接受使用政策（AUP）及与之相关的补充协议。
• “服务”系指由服务提供方以SaaS模式向客户提供的团队协作类软件及相关在线功能、API、移动客户端、文档与支持。
• “客户/您”系指签署或在线同意本协议，并通过订单订购服务的法人或其他组织。
• “用户”系指由客户授权并在客户账户下使用服务的自然人用户（含管理员）。
• “客户数据”系指客户及其用户在使用服务时上传、提交、存储或以其他方式处理的数据（包括但不限于业务数据、文档、消息、文件、日志、个人信息等）。
• “订单”系指载明服务版本/套餐、数量（如席位/存储/功能包）、期限、费用、开票与付款信息等的订购文件（含线上订单页面、报价单、采购单、框架下的订单补充文件）。
• “生效日”系指客户在线点击同意本协议或双方签署订单且本协议被引用并构成合同文件之日，以较早者为准。

1.2 适用范围

• 本协议适用于客户以订阅方式获得非独占、不可转让、按期使用服务的场景，不适用于本地部署（On-Prem）及定制开发，后者另行签署主服务协议或定制协议。

二、合同构成、格式条款与生效 2.1 合同构成及优先顺序

• 若存在冲突，优先顺序依次为：订单（明确变更的部分）—专门签署的补充协议—本条款与条件—附件（含DPA、SLA、AUP、技术与支持政策）—服务说明/页面提示。 2.2 格式条款提示义务
• 本协议属格式条款。服务提供方已对与客户利益有重大关系的条款以显著方式提示并说明，包括但不限于自动续订与费用、数据跨境、知识产权、保密、个人信息处理、违约与终止、免责与责任限制、争议解决等（以“【重要风险提示】”标识）。
• 根据民法典合同编关于格式条款及免责条款的规定，客户在接受本协议前应充分阅读并理解上述条款；如对条款内容有疑义，可在同意前与服务提供方沟通确认。 2.3 生效与电子签署
• 客户通过线上点击同意、勾选确认、提交订单或以其他电子方式签署即构成对本协议的接受与约束。可靠电子签名、电子数据交换等符合法律规定的情形，与书面签署具有同等法律效力。

三、账户、用户及管理 3.1 账户注册

• 客户应提供真实、准确、完整的注册与开票信息，并指定至少一名管理员负责用户管理、权限配置与安全设置。 3.2 用户资格与行为
• 客户对其用户在账户下的一切行为承担责任。客户应确保用户遵守本协议及AUP，不得与第三方共享账户、绕过授权或进行未授权的访问。 3.3 审计与留痕
• 客户同意服务在合理范围内记录必要的访问与操作日志，用于安全审计、故障排查与合规留存。

四、订阅、续订与费用 4.1 订阅期限与版本

• 服务以订阅期提供（如月度/年度），具体以订单为准。版本、功能包与使用配额以服务说明及订单约定为准。 4.2 【重要风险提示】自动续订
• 如订单或在线页面载明“自动续订”，且客户未在续订日前提前按要求取消，订阅将按当期标准价格自动续期。服务提供方将按照法律要求对涉及自动续费的条款履行显著提示义务，并在续费前以合理方式提醒。 4.3 费用与税费
• 费用以订单为准，除非明示含税，均不含适用税费。服务提供方依据适用税法开具发票。跨境支付项下的预提税或代扣代缴税款，双方依适用法处理。 4.4 付款与逾期
• 客户应按订单约定期限与方式付款。逾期未付款的，服务提供方可催告并收取逾期利息（以未付金额为基数，按不超过法律允许的最高标准计收，或按订单约定的较低标准执行），并可中止或降级服务。逾期超过合理宽限期仍未支付的，服务提供方有权解除合同并采取数据处置措施（见第十三条）。

五、试用、演示与Beta功能 5.1 试用与演示以“现状”提供，可能不具备完整稳定性与合规功能，不得用于生产或高风险场景。 5.2 Beta/实验性功能可能变更或下线，不提供SLA或支持承诺，客户应自行评估风险。

六、服务可用性与支持（SLA） 6.1 服务目标可用性

• 服务在一个计费月内的目标可用性为99.9%（以核心生产环境为准，不含计划维护与法定不可抗力等SLA豁免事项）。 6.2 维护与变更
• 服务提供方将提前合理通知计划维护窗口，并尽量安排于低峰时段。为确保安全与性能，有权进行必要的更新与变更。 6.3 服务补偿
• 当月可用性低于目标时，客户可按SLA申请服务抵扣（服务积分/抵扣额不得折现，且不超过当月应付费用）。抵扣规则与申请流程见SLA附件。 6.4 豁免事项
• 因客户或第三方系统/网络、客户配置错误、违反AUP、不可抗力、监管或司法要求、第三方服务故障等导致的不可用，不计入可用性计算。

七、第三方服务与开源组件 7.1 服务可能集成第三方服务或开源组件。对第三方服务的可用性、功能与合规性，由第三方依据其条款负责；客户与第三方之间另行形成法律关系。 7.2 服务提供方不对客户与第三方之间的交易承担责任，但将合理告知关键依赖与兼容性要求。

八、双方权利义务 8.1 服务提供方

• 按行业通行标准提供服务，维护服务安全与可用性，及时修复重大缺陷与已知严重漏洞，依法履行数据与安全义务。 8.2 客户
• 合规使用服务，不得将服务用于违法、侵权或高风险用途；按要求配置与保护账户安全；及时配合合规与安全事件处置；未经授权不得进行渗透测试、逆向工程、绕过技术限制或超许可使用。

九、知识产权与许可 9.1 服务与相关知识产权由服务提供方或其许可方享有。客户在订阅期内获得一项非独占、不可转让、不可再许可的有限许可，仅用于客户内部业务目的。 9.2 客户数据的全部权利属于客户。客户授予服务提供方为履行本协议之目的而必要、合理的非独占许可，用于托管、备份、显示、传输、处理与改进服务之目的。 9.3 反馈与建议

• 客户或用户向服务提供方提供的建议、需求与反馈，服务提供方可出于改进服务之目的进行使用，而无须另行支付对价，且不涉及客户保密信息的前提下不构成专有。

十、保密 10.1 双方对在合作中获得的标注为保密或依据合理判断应属保密的信息承担保密义务。保密信息不含已公开、合法自第三方取得或独立开发的信息。 10.2 法律或监管要求披露的，披露方应在法律允许范围内提前通知对方并采取合理限缩措施。

十一、数据保护与个人信息合规（PIPL等） 11.1 合规角色

• 就客户数据中的个人信息而言，客户通常为个人信息处理的决定方，服务提供方基于客户书面指示提供受托处理服务。具体角色可依据事实与业务划分在数据处理协议（DPA）中明确。 11.2 处理要求
• 服务提供方仅在本协议及DPA约定的目的、范围、期限内处理客户个人信息；采取符合适用法律与行业标准的安全技术与管理措施；未经客户同意不另行变更处理目的或方法。 11.3 分包与次受托
• 服务提供方如需委托次受托方处理个人信息，将履行必要的审慎评估、合规约定与告知义务，并在DPA中载明次受托管理机制及客户的知情与异议权。 11.4 跨境提供与存储
• 若涉及将个人信息提供至境外或在境外访问客户数据，服务提供方将依据适用法律要求（包括但不限于安全评估、标准合同、认证或其他监管要求）办理并协助客户履行合法性义务，并在DPA中明确数据跨境路径与合规措施。 11.5 数据主体请求与协助
• 服务提供方将协助客户响应数据主体的查阅、更正、删除、撤回同意等请求，除非法律另有规定或客户另有合法指示。 11.6 安全事件处置
• 如发生或可能发生影响客户数据安全的事件，服务提供方将立即启动预案，采取补救措施，并按照适用法律与合同约定及时通知客户并提供相关信息。 11.7 数据保留、导出与删除
• 订阅期内，客户可通过服务导出客户数据。终止或到期后，服务提供方将按DPA约定提供合理的导出窗口，并在窗口期后安全删除或不可逆匿名化客户数据（法律另有留存要求的除外）。

十二、可接受使用政策（AUP）（摘要） 12.1 禁止行为包括但不限于：

• 违法、侵权、传播恶意代码、发送垃圾信息、攻击或破坏网络/系统安全、规避访问控制、过度占用资源（如挖矿）、高风险用途（如直接用于人身/财产安全关键场景）等。 12.2 服务提供方可对违反AUP的行为采取合理的限制、屏蔽、下架、暂停措施，并通知客户纠正。

十三、暂停、终止与数据处置 13.1 暂停

• 如客户严重违反本协议或AUP、危及服务安全或第三方权益、逾期未付费用，服务提供方可先行暂停部分或全部服务，并通知客户。 13.2 解除
• 任一方严重违约且在合理补救期内未能纠正的，守约方有权解除合同。财务破产清算、经营资质丧失、被监管机关责令暂停等法定情形，依法律与合同处理。 13.3 终止后果
• 客户应结清应付费用；服务提供方在合理期限内提供数据导出渠道，期满后按DPA约定删除或匿名化客户数据；双方保密、知识产权、责任限制、争议解决等在协议终止后继续有效。

十四、保证、免责声明与合规陈述 14.1 服务提供方声明将以合理谨慎与专业注意义务提供服务，不存在蓄意隐瞒的重大已知缺陷。 14.2 除订单或SLA另有明示外，服务按“现状”和“可用”提供，不保证完全无错误或满足客户的全部特定目的或期望。 14.3 合规陈述

• 双方均应遵守适用的法律法规及监管要求，包括但不限于网络与数据安全、个人信息保护、反商业贿赂、反不正当竞争、出口管制与经济制裁等。客户不得将服务用于受到出口管制或制裁限制的国家/地区、实体或个人。

十五、赔偿 15.1 第三方侵权索赔

• 如因客户违反本协议、AUP或适用法律的行为（包括客户数据侵权）引发第三方索赔，客户应为服务提供方及其关联方、管理人员与员工提供赔偿并使其免责。
• 如因服务本身在正常、合规使用条件下侵犯第三方有效知识产权引发索赔，服务提供方应承担赔偿责任，并可选择修复、替换或退费终止以解决风险。 15.2 赔偿程序
• 受偿方应及时通知对方、由对方主导抗辩并合理配合。未经书面同意，受偿方不得单方和解不合理扩大损失。

十六、【重要风险提示】责任限制 16.1 直接损失限额

• 在适用法律允许的最大范围内，除非另有强制性规定或本协议明确约定，服务提供方对客户因本协议或服务引起的全部直接损失的累计赔偿责任，以客户在发生损害事件前十二（12）个月内为该服务实际已支付的净费用为上限（免费试用与Beta期间不承担赔偿责任）。 16.2 间接损失排除
• 不对预期利益、商誉、数据丢失/损坏导致的间接损失、替代产品/服务成本等承担责任。 16.3 法定无效情形
• 根据民法典合同编关于免责条款效力的规定，任何意图免除因故意或重大过失造成对方财产损失、或造成人身伤害的责任的条款无效。本条不排除适用法律禁止排除或限制的责任。

十七、变更与通知 17.1 条款更新

• 服务提供方可根据业务与合规需要对本协议进行合理变更，并提前以网站公告、站内通知或电子邮件方式进行显著提示。涉及客户重大权利义务的实质性不利变更，将在合理期限后生效，客户有权在变更生效前提出异议或在续期时选择不再续订。 17.2 费用与功能调整
• 对已生效订阅期内的核心功能与价格，除法律、政策、监管要求或双方另行约定外不作不利调整；下一续订期的价格与条款可调整并提前通知。 17.3 通知送达
• 双方的通知以订单载明的联系人邮箱、企业微信或系统消息等发送即视为送达（退信除外）。法律文书送达依适用法执行。

十八、转让、分包与关联方 18.1 未经对方书面同意，任何一方不得转让本协议项下权利义务，法律另有规定或合并、分立、股权重组、资产转移不以改变既有合同义务为目的的情形除外。 18.2 服务提供方可在不减损客户权利的前提下由关联方履行，但对关联方履约行为对客户承担连带责任。

十九、不可抗力 19.1 因不可抗力致使未能或迟延履行的，受影响方可在合理范围内免责，但应尽力减轻损失并及时通知对方。

二十、适用法律与争议解决 20.1 适用法律

• 本协议的订立、履行与解释均适用中华人民共和国法律（不含冲突规范）。 20.2 争议解决
• 因本协议引起或与之相关的争议，双方应首先友好协商；协商不成的，提交中国国际经济贸易仲裁委员会（CIETAC）北京根据其仲裁规则进行仲裁。仲裁裁决为终局，对双方均有约束力。为防止不可弥补损害，任一方可向有管辖权的人民法院申请临时禁令或保全。 20.3 语言
• 本协议以中文为作准文本；如有译本，仅供参考。

二十一、其他 21.1 完整协议

• 本协议构成双方关于服务的完整协议，并取代此前与之相关的口头或书面约定。 21.2 可分割性
• 若本协议任何条款被认定无效或不可执行，不影响其他条款的效力；双方应以最接近原意且合法有效的条款予以替换。 21.3 不弃权
• 任一方未行使或延迟行使权利不构成对该权利的放弃。

附件一：数据处理协议（DPA）（摘要要点，正式文本应详细列明） A1. 处理角色与目的：明确客户与服务提供方在个人信息处理中的角色、处理目的、处理活动类型、数据类别与数据主体类型。 A2. 客户指示：服务提供方仅按客户书面指示处理个人信息；如指示违法，有权提示并拒绝。 A3. 安全措施：列明技术与组织措施（访问控制、加密、分区隔离、最小权限、备份与灾备、漏洞管理、员工保密与培训等）。 A4. 次受托：列明次受托清单、评估标准、合同约束、变更通知与客户异议机制。 A5. 跨境：如涉及跨境传输，明确跨境路径、法律机制（如办理安全评估、签署标准合同、认证等）、评估与告知义务。 A6. 数据主体权利：协助客户履行查询、更正、删除、撤回同意、获取副本等请求。 A7. 事件通报：发生个人信息安全事件的通知、配合调查与补救的时间表与内容要素。 A8. 审计与证明：在合理范围内接受审计或提供证明材料；审计安排应避免过度干扰服务运行与第三方权益。 A9. 返还与删除：订阅终止后的数据返还窗口与删除/匿名化方式与期限。 A10. 留存与合规：符合法律、行政法规或监管留存要求的情形及最小化原则。

附件二：服务级别协议（SLA）（摘要要点） B1. 可用性计算：定义“可用”“不可用”的判定标准与监测方法。 B2. 服务目标：99.9%月度可用性目标。 B3. 补偿标准：按可用性区间给予10%/25%/50%当月费用的服务抵扣，上限不超过当月费用；申请时限与流程。 B4. 豁免条款：计划维护、客户原因、第三方网络、不可抗力、政策监管要求等。 B5. 支持响应：工单优先级、响应/恢复目标时间、沟通渠道。

附件三：可接受使用政策（AUP）（摘要要点） C1. 合法合规：不得用于违法、侵权、骚扰、歧视、诽谤、侵害隐私等活动。 C2. 安全与公平使用：禁止攻击、扫描、渗透、恶意代码投放、垃圾信息、批量爬取与资源滥用。 C3. 内容治理：对涉嫌违法或侵权内容的处理流程（通知、屏蔽、下架、报送）。 C4. 高风险限制：不得将服务直接用于生命、财产安全关键或需要高可靠性的控制场景，除非另行签署书面协议并满足附加安全与合规要求。

合规说明与法律依据提示（非穷尽）

• 合同与格式条款：依据民法典合同编关于格式条款提示说明义务及免责条款效力的规定。
• 电子签署与数据电文：依据电子签名法关于可靠电子签名法律效力与数据电文规则的规定。
• 网络与数据安全：依据网络安全法、数据安全法等关于网络运营者安全保障义务的规定。
• 个人信息保护：依据个人信息保护法及配套规章关于受托处理、跨境提供、安全事件处置、数据主体权利等的规定。
• 自动续费：依据适用监管对自动续费显著提示、到期提醒与便捷取消等合规要求之一般原则进行设计（具体以所涉行业规范与监管口径为准）。
• 出口管制与制裁：参考适用法域的出口管制与制裁要求（如涉及跨境技术或加密产品，需按适用法律执行）。

重要提示

• 上述文本为专业示范模板，不构成针对特定事实的法律意见。为确保准确适配贵司业务、客户所在地与数据流转路径，建议：明确服务提供主体与联系信息；确定适用法与争议解决机构；补充税务条款（含开票税率与跨境预提）；细化DPA（含次受托清单、跨境机制、安全措施）；量化SLA与支持响应；对自动续费、价格调整、数据迁移/删除流程进行显著提示。若您提供以下信息（主体注册地/服务市场、是否处理敏感个人信息、是否跨境、SLA目标、自动续费策略、发票与税率、争议解决偏好等），我可据此出具定制版条款。

Cross‑Border Retail Terms and Conditions

Important notice: These Terms and Conditions are intended for cross‑border business‑to‑consumer (B2C) sales of goods and related services. They are drafted to be compatible with generally applicable consumer protection and e‑commerce principles in multiple jurisdictions. They must be localized before deployment to identify the trader, governing law, mandatory consumer rights, tax treatment, and delivery terms. To the extent of any conflict with mandatory local consumer law, the latter prevails.

1. Identity of the Trader and Contact Details 1.1 Trader: [Full legal name of company], a company organized under the laws of [jurisdiction], with registered office at [address], registration number [•], VAT/GST/TAX ID [•]. 1.2 Customer Service: [email], [telephone], [postal address] (no returns accepted without RMA or as otherwise instructed). 1.3 Representative in the EEA/UK (if required for compliance): [•]. 1.4 Data Protection Contact (if applicable): [DPO or privacy contact], [email].

2. Scope, Acceptance, and Interpretation 2.1 These Terms govern your access to and use of our website, mobile applications, and ordering channels (collectively, the “Platform”) and the purchase of goods and related services (the “Products”) supplied by us to end consumers for personal use. If you are purchasing for commercial resale, different terms apply and must be agreed in writing. 2.2 By placing an order, creating an account, or using the Platform, you acknowledge and agree to be bound by these Terms, our Privacy Notice, and any country‑specific notices made available to you at or before checkout. 2.3 In case of conflict: (a) mandatory local consumer law applicable to you prevails; (b) order confirmation terms prevail over the Platform content; (c) these Terms prevail over ancillary policies except where we expressly state otherwise.

3. Eligibility and Account 3.1 You must be at least the age of majority in your place of residence (typically 18 years) and have legal capacity to contract. 3.2 Account credentials are personal and non‑transferable. You are responsible for safeguarding them and for all activities conducted under your account.

4. Product Information and Availability 4.1 We strive for accuracy in descriptions, images, specifications, compatibility, and availability. Minor variations in color or finish may occur due to display or manufacturing tolerances. 4.2 If a Product becomes unavailable after you place an order, we will notify you and may offer a substitute of equal or higher value at no additional cost, a revised delivery timeline, or a refund.

5. Pricing, Currency, Taxes, and Duties 5.1 Prices are shown in the currency indicated on the Platform and, unless expressly stated, exclude shipping, insurance, and import duties/taxes. 5.2 Cross‑border duty and tax treatment depends on the delivery terms selected and your destination. Unless we explicitly state “Delivered Duty Paid (DDP) Incoterms 2020” at checkout, the default shipping term is Delivered At Place (DAP) Incoterms 2020; you will be the importer of record and responsible for any import clearance, duties, taxes, brokerage, and related charges assessed upon or after delivery. 5.3 We may display estimated taxes/duties at checkout for your convenience. Such estimates are not binding; the customs authority’s assessment prevails. 5.4 We may correct manifest pricing errors and cancel orders affected by obvious mistakes. If you have paid, we will refund the amount paid for the canceled portion.

6. Order Process and Contract Formation 6.1 Your order is an offer to purchase Products under these Terms. We may accept or reject your offer at our discretion. 6.2 Contract formation occurs when we send a written order acceptance or dispatch confirmation, whichever occurs first. Automated acknowledgments do not constitute acceptance. 6.3 We may decline or cancel an order for reasons including suspected fraud, sanctions restrictions, inability to obtain payment authorization, product unavailability, or violation of these Terms. Any payment captured will be refunded for the canceled portion.

7. Payment 7.1 We accept the payment methods displayed at checkout. Payments may be processed by third‑party payment service providers subject to their terms. 7.2 For EU/EEA transactions, Strong Customer Authentication may be required. You authorize us and our processors to conduct authentication and to capture, reverse, or refund transactions as necessary to fulfill your order. 7.3 You represent that you are authorized to use the payment method and that the information you provide is accurate. We may use automated tools and manual review to prevent fraud.

8. Delivery, Risk of Loss, and Title 8.1 Delivery options, costs, and estimated times are shown at checkout. Delivery timelines are estimates and exclude customs delays and events beyond our control. 8.2 Risk and title transfer as follows:

• EU/UK consumers: risk passes only when the Products are delivered into your physical possession or to a carrier you arranged (not one offered by us). Title passes on delivery, subject to full payment.
• Other destinations: risk and title transfer according to the Incoterm declared at checkout (default DAP Incoterms 2020) and upon full payment. 8.3 If delivery attempts fail due to your unavailability, incorrect address, failure to clear customs/pay assessed duties, or refusal without a valid statutory cancellation, we may treat the order as abandoned, arrange return or disposal, and deduct reasonable costs from any refund to the extent permitted by law.

9. Customs Clearance and Regulatory Compliance 9.1 You appoint the carrier or its agent to act as your direct or indirect representative for customs formalities, where applicable. 9.2 You shall not order Products subject to import restrictions in your jurisdiction (e.g., hazardous, counterfeit, embargoed, medical devices without approvals, age‑restricted goods). We may cancel orders that would violate applicable import/export, product safety, or sanctions laws. 9.3 You are responsible for verifying local compliance (e.g., voltage standards, labeling, certifications) unless we state otherwise.

10. Right of Withdrawal, Returns, and Refunds 10.1 EU/EEA/UK consumers: statutory right to withdraw. If you are a consumer residing in the EU/EEA or UK, you generally have the right to withdraw from a distance sales contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day you (or a person indicated by you) acquire physical possession of the goods (or the last lot/piece in case of multiple goods delivered separately).

• Exercising the right: notify us of your decision before the period ends using a clear statement (e.g., email or letter). You may use the Model Withdrawal Form in Annex A, but it is not mandatory.
• Returns: you must send back the goods within 14 days of notifying withdrawal. You bear the direct cost of return unless we offered free returns or failed to inform you of return costs.
• Refunds: we will reimburse all payments received from you, including standard delivery costs (not premium shipping), without undue delay and no later than 14 days from the day we are informed of your decision. We may withhold the refund until we receive the goods back or you supply evidence of having sent them, whichever is earliest.
• Diminished value: you are liable for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
• Exceptions: withdrawal does not apply to, among others, customized or clearly personalized goods; perishable goods; sealed goods not suitable for return for health/hygiene reasons once unsealed; goods that are inseparably mixed with other items after delivery; sealed audio/video recordings or software once unsealed; newspapers/periodicals; digital content not supplied on a tangible medium once download/streaming has begun with your prior express consent and acknowledgment of losing the right to withdraw. Local laws may add or refine exceptions. 10.2 Non‑EU/EEA/UK consumers: returns policy. If no statutory withdrawal right applies, our voluntary returns policy will be stated at checkout or in your order confirmation. Where permitted by law, we may limit returns for used, damaged, or non‑resalable goods and may require return authorization. 10.3 Defective or non‑conforming goods: Your statutory rights in case of lack of conformity, defective products, or misdescription are unaffected. See Section 11.

11. Conformity, Warranties, and Remedies 11.1 Statutory conformity rights. Where required by law (e.g., EU Sale of Goods rules, UK Consumer Rights Act, Australian Consumer Law), goods must conform to the contract, be of satisfactory quality, and fit for their intended purposes. For qualifying defects or non‑conformity arising within the statutory period, you are entitled to remedies such as repair, replacement, price reduction, or refund in accordance with applicable law. 11.2 Commercial warranties. Any manufacturer’s warranty or our voluntary warranty (if offered) is in addition to, and does not limit, your statutory rights. Warranty terms, coverage, and claim procedures will be supplied with the Product or made available on the Platform. 11.3 Disclaimer of non‑mandatory warranties. To the fullest extent permitted by applicable law and without limiting your mandatory consumer rights, we disclaim all implied warranties not mandated by law, including implied warranties of merchantability and fitness for a particular purpose. Some jurisdictions do not allow limitations on implied warranties; in such jurisdictions these disclaimers apply only to the extent permitted.

12. Limitation of Liability 12.1 Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded under applicable law. 12.2 Subject to Section 12.1, we shall not be liable for:

• indirect, special, incidental, punitive, or consequential losses;
• loss of profit, revenue, data, or business opportunity; and
• losses not reasonably foreseeable at the time of contract formation. 12.3 Subject to Section 12.1 and to your mandatory statutory rights, our aggregate liability arising out of or in connection with any order shall not exceed the total amount paid by you for the Products giving rise to the claim.

13. Export Controls and Sanctions 13.1 You represent that you are not subject to trade sanctions and are not located in, organized under the laws of, or ordinarily resident in any country or territory subject to comprehensive embargoes applicable to the transaction, and you are not a party identified on applicable sanctions lists. 13.2 You shall not use, export, re‑export, transfer, or otherwise deal with the Products in violation of applicable export control, sanctions, or anti‑boycott laws, including but not limited to those of the United Nations, European Union, United Kingdom, and United States.

14. Promotions, Coupons, and Gift Cards 14.1 Promotions are time‑limited, subject to availability, and may be withdrawn or modified where permitted by law. Unless stated otherwise, promotions cannot be combined and are not transferable. 14.2 Coupons and gift cards are not redeemable for cash, may be subject to geographic restrictions, and may expire as permitted by law.

15. Reviews and User Content 15.1 You grant us a worldwide, non‑exclusive, royalty‑free license to use, reproduce, and display any reviews or user content you submit in connection with the Platform and our marketing, subject to our Privacy Notice. 15.2 You must not submit content that is unlawful, defamatory, infringing, misleading, or that violates third‑party rights. We may moderate, edit, or remove user content consistent with applicable law (including the EU Omnibus Directive requirements on review authenticity, where applicable).

16. Intellectual Property 16.1 All Platform content, trademarks, trade names, graphics, and software are owned by us or our licensors and are protected by intellectual property laws. No license is granted except as necessary to access the Platform for personal, non‑commercial use. 16.2 You must not copy, modify, reverse engineer, or create derivative works from the Platform except as allowed by mandatory law.

17. Data Protection 17.1 We process personal data in accordance with our Privacy Notice available on the Platform. For cross‑border transfers, we rely on appropriate safeguards recognized by applicable data protection laws (e.g., standard contractual clauses under the GDPR). 17.2 You have privacy rights that may include access, rectification, deletion, objection, restriction, portability, and opt‑out of targeted advertising/sale of personal information, depending on your jurisdiction.

18. Force Majeure 18.1 We are not responsible for delays or failure to perform due to events beyond our reasonable control, including natural disasters, epidemics, war, sanctions, labor disputes, governmental actions, cyber incidents, or utility outages. We will take reasonable steps to mitigate the impact and resume performance as soon as reasonably possible.

19. Changes to the Terms 19.1 We may modify these Terms prospectively. The version in force at the time of your order governs that order. We will provide notice of material changes as required by law.

20. Assignment 20.1 We may assign or transfer our rights and obligations under these Terms in connection with a reorganization, merger, sale of assets, or by operation of law. You may not assign your rights without our prior written consent.

21. Governing Law and Dispute Resolution 21.1 Governing law. These Terms and any dispute arising out of or in connection with them are governed by the laws of [selected governing law], without regard to conflict‑of‑laws rules. 21.2 Consumer protection carve‑out. If you are a consumer resident in a jurisdiction that mandates the application of its own consumer protection laws or provides for the jurisdiction of its courts, such mandatory provisions prevail and you retain any non‑waivable rights to bring claims in your home forum. 21.3 Dispute resolution. Without limiting any right to seek relief in a competent consumer court, the parties will first attempt to resolve disputes informally within 30 days after written notice. If permitted by law and agreed by you at the time of the dispute, disputes may be referred to mediation or arbitration administered by [institution] under its rules. This clause does not deprive consumers of rights to public enforcement or to use governmental or recognized ADR schemes. 21.4 EU ODR. If you are an EU consumer, you may access the European Commission’s Online Dispute Resolution platform. Our email address for ODR purposes is provided in Section 1.2.

22. Notices 22.1 Legal notices to us must be sent to the address in Section 1.1 with a copy by email to [legal email]. Legal notices to you may be sent to the email or postal address associated with your account or order.

23. No Waiver, Severability, Entire Agreement 23.1 No failure or delay in enforcing any provision constitutes a waiver. 23.2 If any provision is held invalid or unenforceable, it shall be replaced with a valid provision that most closely reflects the original intent; the remainder remains in full force. 23.3 These Terms (together with the documents incorporated by reference and your order confirmation) constitute the entire agreement between you and us regarding the sale.

24. Survival 24.1 Provisions that by their nature should survive termination or expiration (including Sections 8–13, 16–18, 21–24) shall survive.

Annex A: EU/EEA/UK Consumer Withdrawal Information

A.1 Right to withdraw. You have the right to withdraw from your distance contract within 14 days without giving any reason. The withdrawal period expires 14 days from the day on which you (or a third party other than the carrier and indicated by you) acquire physical possession of the goods; for multiple goods ordered together and delivered separately, from the day of possession of the last good; for a good consisting of multiple lots or pieces, from the day of possession of the last lot or piece; for regular delivery of goods over a defined period, from the day of possession of the first good. A.2 To exercise the right, you must inform us of your decision to withdraw by a clear statement sent before the 14‑day period ends. You may contact us at the addresses in Section 1.2. You may use the model form below, but it is not obligatory. A.3 Effects of withdrawal. If you withdraw, we will reimburse all payments we received from you for the relevant goods, including standard delivery costs (excluding any supplementary costs arising from your choice of a type of delivery other than the least expensive standard delivery offered by us). We will make the reimbursement without undue delay and not later than 14 days from the day on which we are informed of your decision. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earliest. A.4 Return of goods. You shall send back the goods or hand them over to us or to a person authorized by us to receive the goods, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you send back the goods before the period has expired. A.5 Costs and liability. You will bear the direct cost of returning the goods unless we have agreed otherwise or failed to inform you that you must bear such costs. You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods. A.6 Exceptions. The right of withdrawal does not apply in the cases described in Section 10.1 (exceptions may vary by jurisdiction).

Model Withdrawal Form (complete and return only if you wish to withdraw) — To: [Company name], [geographic address], [email] — I/We hereby notify you that I/we withdraw from my/our contract of sale of the following goods: [description] — Ordered on/received on: [date] — Name of consumer(s): [name] — Address of consumer(s): [address] — Signature of consumer(s) (only if this form is notified on paper) — Date

Jurisdiction‑Specific Notices (to be tailored before use)

• European Union/EEA. The above withdrawal information is intended to comply with Directive 2011/83/EU (as amended) on consumer rights and related member‑state implementing laws, as well as Regulation (EU) 2019/1150 where applicable to platform transparency. For the EU “Omnibus” rules on review authenticity and price reduction announcements, we implement measures described on the Platform.
• United Kingdom. The Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply. UK consumers have remedies for goods not of satisfactory quality, not fit for purpose, or not as described.
• United States. Certain states provide non‑waivable consumer protections and limit the exclusion of implied warranties and consequential damages. To the extent required, the limitations and disclaimers herein do not apply to the extent prohibited by state law.
• Australia. Our goods may come with guarantees that cannot be excluded under the Australian Consumer Law; you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage, and you are entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
• Canada. Consumer protection statutes of your province may provide mandatory rights and cooling‑off periods in certain circumstances. Quebec residents benefit from legal warranties that cannot be excluded.

Implementation Notes for the Trader (not part of the Terms)

• Insert complete trader identity, geographic address, and contact methods visible prior to checkout (EU/UK requirement).
• Specify Incoterms and whether DDP is offered for particular destinations; ensure customs brokers’ roles and fee liability are transparent.
• Provide clear pre‑contract information, including total price with all taxes and fees or, if not practicable, clear notice that additional charges may apply.
• Ensure return address and RMA process are workable for each region; disclose any pickup restrictions.
• Localize dispute resolution and governing law clauses to avoid unenforceable mandatory arbitration where prohibited for consumers.
• Ensure accessibility of terms in the language of the market and maintain a version history.