1 Acceptance of these standards terms

1.1. We are Reveni Ltd, registered in England. Our registered company number is 14618820, and our registered office is 5 New Street Square, London, United Kingdom, EC4A 3TW. We also operate with our subsidiaries that include but are not limited to Reveni Instant SPV UK Ltd with company number 15862171. Reveni Ltd and its subsidiaries will be collectively referred to as REVENI in this document.

1.2. REVENI, or any of its subsidiaries, offer you a returns and instant refund or exchange management service (the "Service") via www.reveni.com and such other websites as we may own and control and through which we make the Service available (the "Website"), the websites of our associated merchant partners, and/or via REVENI's Mobile App.

1.3. These Standard Terms of Business (the "Standard Terms"), together with our Standard Terms of Website Use, and/or any special terms that we may agree with you, make up the agreement setting out the framework for your use of REVENI's Service (the "Agreement"). The Agreement is between you, being a customer of our merchant partners or a user of the Service directly via the Website or Mobile App ("you" or "your") and REVENI.  The Agreement shall take effect each time you choose to return the goods you have purchased from any of our merchant partners ("Merchant") further details of which can be found on our Website.

1.4. By using the Services and if you choose to register, you confirm that you, are at least 18 years old, have the capacity to bind yourself and that you agree to accept and be bound by the terms of the Agreement.  If you do not agree to the terms of the Agreement you should not accept the Agreement nor should you use the Service.

2 The service

2.1. When making returns, you must select the purchases and if appropriate the goods you are seeking to return and complete the requested information.

2.2. The return and refund or exchange of a good is always subject to the Merchant's returns and refund or exchange policy and is only offered to you directly as a customer of the Merchant.  REVENI is not responsible for the Merchant's returns or exchange policy nor the decisions that the Merchant takes in respect of any goods returned to it.  If the requested return is not in accordance with the Merchant's returns or exchange policy we will not process the return or exchange nor offer the Service.  If you consider this to be a mistake then you should contact the relevant Merchant directly to discuss.

2.3. Please ensure that the goods are returned to the Merchant in accordance with the return instructions, are properly packaged and are returned within the time set by the Merchant for receiving returns.

2.4. If you choose not to use the Instant Refund Service (details below) or the Instant Exchange Service (detailed below) you will receive your refund payment from the relevant Merchant directly or receive your exchange in accordance with the Merchant's standard exchange policy.

2.5. If you have any questions about the goods being returned, the Merchant's returns and refund or exchange policy, postage of the returned goods or any rejection by the Merchant of the returned goods please contact the Merchant directly to discuss.

2.6 Information about what happens if the Merchant rejects your refund or exchange request is set out in section 5 below.

2.7 REVENI does not act as the seller, reseller or buyer of the goods for which the refund or exchange is requested, and we are responsible solely for (as applicable) either making the refund for the return requested available to you immediately always in accordance with the Merchant's returns policy or arranging an exchange of the goods.

2.8 REVENI reserves the right to establish an indicative maximum financial limit for refunds or the value of exchanges we will provide through the Service, although this is not a credit limit and each application to use the Instant Refund Service or Instant Exchange Service is assessed separately in accordance with 3.2 and 4.2 below.

3 Instant refund service

3.1. When you choose to use the instant refund service ("Instant Refund Service"), REVENI and/or any of its subsidiaries, including but not limited to Reveni Instant SPV UK Ltd, will, subject to (i) provision of certain information by you; (ii) acceptance of our Agreement; and (iii) us undertaking certain checks which may include a soft credit check (which will not affect your credit score), automatically and immediately refund to you, the price you paid for the goods you wish to return to the Merchant, plus or minus any additional fees which may be payable in accordance with the Merchant's refund policy.

3.2 Where the Instant Refund Service is available you will be entitled to choose how you receive your repayment. Repayment may be made by any of the following methods: (a) a transfer to your bank account; (b) repayment to your original payment method or (c) credit which can be used to purchase alternative goods with the Merchant.  The options will be made available to you prior to you choosing to receive the Instant Refund Service. If you do not wish to receive repayment via the Instant Refund Service you may return your goods and receive a refund in accordance with the process in section 2 above.

3.3. Each time you use the Instant Refund Service, even if you have used it previously with the respective Merchant or any other merchant we provide Services to, we will enter into a new Agreement with you and undertake certain checks.

3.4 REVENI will, following completion of our checks, inform you whether you may receive the Instant Refund Service. If REVENI confirms that you can receive the Instant Refund Service, you will receive the amount for the goods you have returned via your chosen repayment method.

3.5 You will also be provided with instructions as to how to return the goods to the Merchant which the Merchant must receive in the following 15 days after your refund request. Unless informed otherwise you will be responsible for repackaging and arranging for the goods to be returned to the Merchant.  Failure to do so may mean that the Merchant will reject the return of the goods and we will be able to take the actions set out in section 5.5 below.

3.6 Although the refund will be processed immediately it may take a number of days for the refunded sum to be received by you due to the process undertaken by third party financial institutions. REVENI has no control over this process and shall have no liability to you for any delay resulting from these processes. REVENI rely on you to provide certain information, including, where relevant your bank account details, we shall have no liability to you if the information you provide us is inaccurate.

3.7 We may, at our discretion, refuse to provide our Instant Refund Service to you at any time. If REVENI informs you that the Instant Refund Service is not available to you then you should continue to complete your return in accordance with the provisions in clause 2 above.  Where the Instant Refund Service is not made available to you, the goods may still be returned in accordance with the Merchant's standard practice and as further set out in section 2. If you have any questions about this process, please contact the Merchant' directly.

4 Instant exchange service

4.1.  When you choose to use the instant exchange service ("Instant Exchange Service"), REVENI will, subject to (i) provision of certain information by you; (ii) acceptance by you of our Agreement; and (iii) us undertaking certain checks, automatically and immediately request for the Merchant an exchange of the goods you wish to return so that the Merchant may send the exchanged goods to you allowing you to have the new goods in your possession as soon as possible.  Subject to the Merchant's policy you may be required to pay for additional postage.

4.2. Each time you use the Instant Exchange Service, even if you have used it previously with the respective Merchant or any other merchant we provide Services to, we will enter into a new Agreement with you and undertake certain checks. We may, at our discretion, refuse to provide our Instant Exchange Service to you at any time.

4.3 REVENI will, following completion of our checks, inform you whether you may receive the Instant Exchange Service. If REVENI confirm that you can receive the Instant Exchange Service, you will receive a notice that the new good will be sent to you together with the instructions to be followed to return the original goods to the Merchant which the Merchant must receive in the following 15 days since your exchange request. Unless informed otherwise you will be responsible for repackaging and arranging for the goods to be returned to the Merchant. Failure to do so may mean that the Merchant will reject the return of the goods and we will be able to take the actions set out in section 5.5 below.

4.4. If REVENI informs you that the Instant Exchange Service is not available to you then you should continue to complete your return in accordance with the provisions in section 2 above.

5 Returning goods

5.1. When processing returns using the returns procedure with Reveni, whether or not you have received an instant refund via the Instant Refund Service, or an exchange via the Instant Exchange Service, you must return the goods according to the procedure put in place by the Merchant.

5.2 When you return the goods you must ensure that they are packaged securely and if you arrange for them to be sent by the postal or a courier service, it is your responsibility to ensure that the goods are insured for any loss in transit. Neither REVENI nor the Merchant are responsible for any loss or damage caused to the goods whilst in transit.

5.3. The Merchant is responsible for deciding whether or not to accept your return in accordance with the terms for returns established by the Merchant.

5.4. The Merchant will notify us if you fail to comply with the Merchant's returns policy (including by not returning the good, returning it damaged or returning it late).  If you do not comply with the Merchant's return policy, the Merchant may refuse to give you a refund or only issue a partial refund.

5.5 If you dispute any rejected refund from the Merchant, or you wish to have the goods returned to you, you should contact the Merchant to discuss further. We are not part of the Merchant's decision making process under their returns policy and the Merchant's decision is final.

5.6 REVENI reserves the right to ask for repayment of any amount you are paid in error by a Merchant (for example where the Merchant provides a refund directly to you for an item for which you had previously received an instant refund, or if the Merchant wrongly accepts a refund that does not comply with their return, refund or exchange policies).

5.7. If the Merchant refuses the refund or exchange of the goods, where you have already received an instant refund via the Instant Refund Service or a replacement good under the Instant Exchange Service or the Merchant has paid you any amount in error, we are entitled:

(a) where you have received a refund via the Instant Refund Service, to seek repayment of the value of the rejected good plus any other amounts refunded to you, together with any fees payable by you as set out further below in this section 5;

(b) where you have received an exchanged good via the Instant Exchange Service, to seek payment of the value of the original good you requested be exchanged plus any other amounts payable in connection with the exchange, together with any fees payable by you as set out further below in this section 5;

(c) where you have been paid an amount by the Merchant in error and we are entitled to seek repayment of any amounts we have already paid to you.

Where this is the case, we will contact you to inform you that the refund has been rejected or that the original exchanged goods have not been received or have been received but are rejected as they do not meet the Merchant's requirements and to request that you make a payment to us. We will inform you of the amount to be repaid together with details of how to make the repayment. The decision of the Merchant is final if you have any dispute with the decision of the Merchant, you should contact the Merchant directly to discuss.

5.8 We are entitled to seek this repayment even if you dispute the Merchant's rejection of your refund or exchange. Where we seek repayment in accordance with section 5.5 above, we may also charge you:

(a) a management fee of £5, €5 or USD $5 depending on the currency used in your purchase;

(b) if you have not made the repayment within fifteen days of our request, a further £15, €15 or USD $15;

(c) thereafter a further £5, €5 or USD $5 for every week you fail to make a payment to us,

The fees set out above reflect our administration and management costs incurred in collecting monies owed to us.

5.9 Should we be unable to recover the sums owed to us in accordance with this section 5, we may, after complying with the applicable legal obligations and requirements, report to a credit reference agency that your account is in arrears.  This may impact your credit rating and make it more difficult for you to obtain credit in the future.

6 Record-keeping by Reveni: signing up for the service

6.1. You do not have to register with Reveni to use the returns management service offered by the Merchant. However, you will need to register with Reveni to access your history of returns and exchanges processed by Reveni.

6.2. To be able to access your history of past returns and exchanges processed by Reveni, please register as a REVENI user via the Website and/or the link provided by the Merchant on its own website.

6.3. Users must be eighteen (18) years of age or older to register. Registration is free, just fill out the form available in the registration section.

6.4. When registering, please make sure you provide full, correct, and up-to-date information. Please keep that information up to date and notify us of any changes. Once you have registered, you can log into your account by entering your email address and password in the corresponding section.

6.5. You will be responsible for the confidentiality, security, and proper use of the username and password that enable you to log onto your profile and make use of our Service, and you agree not to disclose your username and password or make them available to any other person and not to allow anyone other person to access your account. To that end, you agree:

• To use due care to keep your username and password secret and to take all reasonable precautions to avoid their loss, disclosure, modification, or unauthorised use.

• To not disclose or communicate your password to anyone.

• To inform us immediately and request a change if you suspect that your password has been compromised.

• To cooperate with us in investigating security breaches or risks and to take whatever action is agreed upon to resolve incidents and minimise any risks that transpire.,

6.6. You are responsible for all operations, actions, and transactions carried out that are linked to your user profile with REVENI.

6.7 You can choose to cancel your registration with us by logging onto your user profile at any time and following the prompts.

7 Price of the service

Unless specified otherwise when using the Services, use of the REVENI Service is free. You may have to pay fees to us as set out in section 5 above if the Merchant refuses the refund or exchange of the goods.

8 Exemption from liability

8.1 REVENI, as provider of the Service, assumes no liability in relation to either the purchases you make directly with the Merchant or the return or exchange of the goods. Any information or claim we receive in this regard will be sent directly to the Merchant. REVENI shall only be liable for the Service.

8.2 REVENI does not guarantee availability of the Service. REVENI accepts no liability for losses of any kind arising because the Service is unavailable or not continuously operational. In the event of a technical failure, REVENI will take all reasonably necessary action to restore the Service.

8.3 REVENI will not be liable for any business losses of any kind caused by your using the Service. Merely by way of example, without limitation, REVENI will not be liable for denying any refund because you have failed properly to complete the procedure for returning the goods put in place by the Merchant, technical errors, or any other grounds or circumstances arising or resulting from your actions. Any liability we do have for losses you suffer arising from your use of the Service will be limited to the amount of the refund, except where the law stipulates otherwise.

8.4 We do not limit our liability to you for death or personal injury caused by our negligence, or our fraud.

8.5 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under the Agreement that are caused by events outside our reasonable control.

9 Protection of personal data

We will process the personal data you furnish to be able to use our Services (both using the returns procedure where the Merchant manages it through Reveni and the instant refund service and instant exchange service) as stated in our Privacy Policy, which can be found here.

10 Force majeure

10.1. We will not be liable for any breach or delay in complying with any of the obligations stipulated in the Agreement due to events outside our reasonable control ("Causes of Force Majeure"). The Causes of Force Majeure will comprise all acts, events, failure to exercise, omissions, or accidents that are outside REVENI's reasonable control, including, but not limited to:

- Strikes, lockouts, or other forms of industrial action.

- Fires, explosions, storms, floods, earthquakes, land subsidence, epidemics, pandemics, or any other natural disaster.

- Unavailability of public or private telecommunications systems.

- Acts, decrees, legislation, regulations, or restrictions by any government or public authority.

- States of emergency, confinements.

- Acts or omissions of your bank.

10.2. Our obligations under the Agreement will be suspended for as long as the Causes of Force Majeure lasts, and we will be entitled to extend the term in which to fulfil those obligations for a period equal to the duration of the Causes of Force Majeure. REVENI will take all reasonable measures and make every reasonable effort to perform our obligations notwithstanding the Causes of Force Majeure.

11 Miscellaneous

111.1. You and we are both acting for and on our own behalf.

11.2. Neither of us may assign the rights, interests, obligations, or liabilities accepted under this Agreement.

11.3. Any wording or clause in these Standard Terms that is for any reason held to be invalid, unlawful, or unenforceable will not affect the validity of the other clauses in the Standard Terms.

11.4. REVENI may change these Standard Terms at any time. The changes made will in no case apply to Services already provided but will apply to any Services you take in the future.  As a reminder you will be required to enter into an Agreement with us each time you receive the Services from us.  Where we make changes to these Standard Terms which will affect your access or use of your user account with REVENI we will give you as much notice as we reasonably can of such changes on the understanding that you have the option of accepting them or terminating your user account with us without penalty. If you continue to access your user account after the date on which the changes come into effect (which we will notify you), this will mean that you have accepted them.

12 Governing law and jurisdiction

These Standard Terms are subject to English law, except that if you live in Scotland or Northern Ireland, there may be certain mandatory applicable laws of your country which apply for your benefit and protection in addition to or instead of certain provisions of English law. You agree that any dispute between you and us regarding these Standard Terms will only be dealt with by the English courts, except that if you live in Scotland or Northern Ireland, you can choose to bring legal proceedings either in your country or in England, but if we bring legal proceedings, we may only do so in your country.

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Last update: August 2024