Policies & Regulations

FELIX.STORE USER POLICY AND RULES

Operator: Công ty Cổ phần Giải pháp Công nghệ Felix (Felix Technology Solutions Joint Stock Company)
Effective date: 1 October 2026
Email: info@felix.store
Hotline: +84 933 661 122

This policy sets out the rights, obligations and rules applicable to buyers, sellers, referral partners and other users of Felix.store. Users should read this policy together with the applicable order terms, specific policies and service agreements before transacting.

1. Scope and Role of Felix.store

Felix.store is an e-commerce platform connecting suppliers, business buyers, commercial partners and consumers through a B2B2C model. Online activities may be combined with showrooms, trade events and other offline channels under specific programmes.

Each transaction must identify the seller, invoicing party, payment recipient and party responsible for delivery. Felix acts as the seller only when expressly identified in the order confirmation or contract. Support services may be provided by Felix or independent partners under specific agreements.

2. Accounts and Seller Verification

Users must provide accurate information, update it when changes occur, protect their login credentials and promptly report unauthorized access. Anyone transacting on behalf of an organization must have the necessary authority or valid authorization. Persons lacking the required legal capacity must transact through a lawful representative as required by law.

Sellers must complete applicable verification before operating on the platform, including identity, business status, contact details, tax information and sector-specific licences where required. Felix may request additional documents or reverification.

Verification status reflects only the information checked at the time of verification. It does not automatically guarantee the quality of every product, supply capacity or the outcome of any particular transaction.

3. Product Listings and Disclosures

Sellers are responsible for their authority to sell, lawful provenance, origin, quality, safety, labelling, expiry dates, pricing, stock and supporting documents. Listings must be accurate, current and not misleading. Delivery, return and warranty terms, together with related charges, must be disclosed before contract formation.

Prohibited goods, counterfeits, intellectual property infringements and regulated goods or services that do not meet applicable requirements may not be listed. Required permits, product declarations, quarantine, traceability and destination-market standards must be satisfied where required by law.

4. Orders and Contract Formation

Before confirming a transaction, buyers may review and correct order details and check the seller, product specifications, quantity, total price, delivery charges, disclosed taxes, payment method and applicable terms.

A request for quotation does not automatically constitute a sales contract. Contract formation is determined by the disclosed contracting process, the seller's acceptance or a separate agreement. An acknowledgement that a request or order has been received does not necessarily constitute acceptance where the acknowledgement expressly states this.

Pricing, stock or order errors must be communicated so the parties can agree on a correction, cancellation or appropriate refund. Such handling must not remove accrued rights or mandatory statutory protections.

5. Prices, Payments and Service Fees

Currency, prices, taxes, mandatory fees and delivery charges must be disclosed before the buyer confirms payment. Users must pay only through channels officially confirmed for the transaction. Regulated payment services are provided through duly authorized providers.

Storefront fees, Member or Gold plans, transaction fees, advertising, referral and other service fees follow a separately disclosed and accepted fee schedule or agreement. Registration for a service does not automatically guarantee revenue, profit or order volume.

6. Delivery, Returns, Refunds and Warranties

Felix.store integrates with Goship for eligible shipments. The carrier, service coverage, charges and estimated delivery time are determined for each order. Sellers must accurately declare goods, package them appropriately and hand them over as agreed. Buyers must provide accurate delivery details and cooperate in receiving goods.

Sellers must disclose cancellation, return, refund and warranty terms before contract formation. Misdescribed, defective, damaged or short deliveries are handled according to evidence, transaction terms and applicable law.

Special terms for perishable goods, customized goods or B2B orders must not exclude liability for nonconforming goods or mandatory consumer rights.

7. Cross-Border Transactions

The parties must agree on exporter and importer roles, destination market, product standards, documents, permits, quarantine, labelling, taxes, customs procedures, payment and transport. Listed prices do not automatically include all import duties or customs clearance charges. Cost allocation must be confirmed before contract formation.

If Incoterms® are chosen, the contract must specify the rule, edition and named place. Delivery rules do not independently determine ownership, payment or dispute resolution. The parties must comply with mandatory requirements in the relevant markets and specify governing law and dispute resolution in the contract where appropriate.

8. Trade Support Services

Business identification, production monitoring, goods inspection, logistics and import/export support apply only within the published or separately confirmed scope. The service provider, criteria, charges and deliverables must be identified before the service is used.

A sample-based or point-in-time inspection report does not automatically certify that an entire shipment meets all standards. An order is insured only when valid confirmation and an insurance contract, certificate or other valid insurance document exist. Insurance benefits are determined by the contract with the insurer and applicable law.

9. Referral Partners and User Feedback

Referral partners must use authorized content, disclose commercial interests where required and must not make commitments or collect payments on behalf of Felix or sellers without authorization. Commissions arise only under the applicable qualifying transaction conditions and separate agreement.

Reviews must reflect genuine experiences. Fabricated orders, reviews and feedback are prohibited. Any feedback reward programme follows its published rules. Rewards must not depend on whether a review is positive or negative, and relevant incentives must be appropriately disclosed when feedback is published.

10. Personal Data and Security

Felix processes data necessary for accounts, verification, transactions, support, fraud prevention and legal obligations under its Privacy Policy. Processing purposes, data categories, recipients, retention periods and user rights are described in that policy.

Marketing activities use appropriate consent and opt-out mechanisms. Sharing data with sellers, carriers or payment providers, or transferring data abroad, requires lawful grounds and safeguards.

Users may submit data-related requests to info@felix.store. Passwords, one-time passwords (OTPs) and full payment card details must not be provided through support channels.

11. Intellectual Property and Prohibited Conduct

Users may submit only content they are entitled to use. Ownership of user-submitted content does not automatically transfer to Felix. To the extent necessary to operate the service, users authorize Felix to display and process their lawfully submitted content through the functions they have selected.

Impersonation, fraud, harassment, unlawful disclosure of personal information, system interference, malware distribution and unlawful use of the platform are prohibited. Violation reports should include the relevant link, a description and supporting evidence.

12. Complaints and Enforcement

Users may submit complaints or abuse reports to info@felix.store or call +84 933 661 122, providing the order ID, tracking number or storefront link and supporting evidence. Felix receives and verifies reports, coordinates with the relevant parties and communicates progress and outcomes according to the circumstances of the case and mandatory legal deadlines.

Felix may request explanations, restrict content, suspend transactions or suspend accounts using measures proportionate to the violation and consistent with applicable law. Affected users may submit evidence and request a review.

Account closure does not terminate obligations arising from existing transactions. Where goods are defective, the parties cooperate on notices, recalls and remedies required by law.

13. Liability and Dispute Resolution

Each party is responsible for its obligations, conduct and fault under the contract and applicable law. This policy does not exclude liability that cannot lawfully be excluded, restrict consumers' legal rights or remove Felix's responsibility when it sells goods, provides services or breaches its obligations.

The parties should first seek negotiation or mediation. Unresolved disputes may be referred to a competent authority or forum under applicable law and a valid agreement. Consumers retain their statutory rights to available dispute resolution mechanisms.

14. Amendments and Effective Date

This policy takes effect on 1 October 2026.

Felix publishes the effective date and gives reasonable advance notice of changes that materially affect users' rights or obligations, except where immediate action is legally required or necessary to address urgent risks.

Transactions concluded before this policy or an amendment takes effect remain subject to the terms applicable at contract formation, unless applicable law or a valid agreement provides otherwise.

Specific policies, order terms and service agreements supplement this document. Mandatory legal requirements prevail in the event of a conflict.

FOR FELIX TECHNOLOGY SOLUTIONS JOINT STOCK COMPANY

FOUNDER AND CHIEF EXECUTIVE OFFICER

(Signature, printed name and company seal when issued in paper form)

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