Customer Terms & Conditions

introduction

Effective Date: 2026.10.11 These Customer Terms & Conditions (“Terms”) govern your use of Kelin services, website, applications and related platforms operated by Kelin (“Kelin”, “we”, “us” or “our”). By creating an account, submitting a request, booking or approving a service, making a payment, or otherwise using Kelin, you confirm that you have read, understood and agreed to these Terms and Conditions.

Eligibility and Account Registration

Customers must provide accurate information when creating a Kelin account and using Kelin services. You are responsible for keeping your account information accurate and up to date and for maintaining the confidentiality of your login credentials. You must notify Kelin Support team via provided contact details, if you suspect unauthorized access to your account.

Using Kelin Services

Kelin provides service coordination, personal assistance and related support services. Customers may submit requests for services available through Kelin. Kelin may coordinate the request with a suitable Supplier or, where appropriate, provide the service directly. The availability of a particular service depends on the service category, location, Supplier availability, applicable requirements and other relevant circumstances.

Customer Requests

When submitting a request, you should provide sufficient and accurate information to allow Kelin to understand and coordinate your requirement. Kelin may contact you to clarify incomplete or ambiguous information before proceeding. This may include:

• The service required
• Date and time
• Location
• Quantity or number of people
• Preferences
• Relevant instructions and
• supporting documents where required

Service Coordination

Kelin may identify and coordinate with a suitable Supplier based on the information available, service requirements, availability, location and other relevant factors. Kelin does not guarantee that every requested service will be available or that a particular Supplier will accept the request. Where a Supplier is unavailable, Kelin may attempt to identify an alternative Supplier where reasonably possible.

Supplier Services

Where a service is delivered by an independent Supplier, the Supplier is responsible for providing the agreed professional or operational service. Where applicable, the Supplier may be required to maintain relevant qualifications, registrations, licences or other authorizations. Kelin may perform verification and coordination activities, but verification does not constitute a guarantee of the Supplier's future performance or professional outcome.

Regulated and Professional Services

Certain services may require professional qualifications, registrations, licences, permits or other statutory authorizations. Kelin will coordinate such services through appropriately qualified or authorized Suppliers where applicable. Kelin does not itself provide professional advice, diagnosis, treatment, legal representation, regulated financial advice or other regulated professional services unless Kelin is separately authorized to provide that service. Customers should rely on the appropriately qualified professional for professional judgment and advice.

Quotations and Service Pricing

Where applicable, Kelin may obtain a quotation from a Supplier and present the relevant pricing information to the customer. Customers should review the quotation, service scope and applicable conditions before approving a service. Additional charges or material changes to the approved price or service scope must be disclosed and approved through the applicable Kelin process where customer approval is required. For services booked through Kelin, customers must make payments to Kelin using the payment methods made available by Kelin, unless Kelin expressly authorizes another arrangement. Customers must not make separate payments to Suppliers for Kelin-managed bookings without such authorization. Before the customer approves a chargeable service, Kelin will communicate the applicable total price or available pricing details, including, where applicable:

• Supplier service charges
• Kelin service or coordination fees
• Applicable taxes
• Third-party charges and
• Other disclosed costs

Customer Approval

Where customer approval is required before a chargeable service proceeds, the customer must review the relevant quotation, service details, total price and applicable conditions before approving the request. Once approved, the request may proceed according to the agreed service conditions. Customer must complete payment using a payment method authorized by Kelin before the request is handover to the supplier. The booking will be treated as confirmed according to the confirmation and payment status communicated by Kelin. An approved request may be subject to the applicable cancellation, refund, Supplier or third-party conditions where those conditions have been disclosed or otherwise lawfully apply to the service. Any material change to the agreed service scope or price must be communicated to the customer and approved through the applicable Kelin process where approval is required.

Payments

For services booked through Kelin, customers must make payments to Kelin using the payment methods made available by Kelin, unless Kelin expressly authorizes another arrangement. Kelin collects and administers payments for Kelin-managed bookings and, where applicable, coordinates settlement of the relevant amounts with the Supplier before service completion and transaction reconciliation. Customers are not ordinarily required to pay the Supplier separately for a Kelin-managed booking. The total amount payable by the customer, including applicable Supplier service charges, Kelin coordination or service fees, taxes and other disclosed costs, will be communicated through the relevant quotation, booking or payment process. Customers must ensure that payment information they provide is accurate and that they are authorized to use the selected payment method. Kelin may use third-party payment service providers to process transactions. Payment processing may be affected by the provider's systems, verification requirements or other processing conditions. Payment status may include pending, processing, paid, failed, cancelled or refunded. A payment should not be treated as successfully completed until Kelin or the relevant payment service provider confirms the applicable status. Customers must not intentionally bypass Kelin's payment process or pay a Supplier directly for a Kelin-managed booking to avoid Kelin's disclosed fees or required transaction procedures. Direct payment is permitted only where Kelin has expressly authorized the arrangement. Customers should retain relevant payment confirmations and receipts and contact Kelin Support if a payment appears to have been duplicated, incorrectly recorded or otherwise processed incorrectly.

Refunds and Cancellations

Refund eligibility depends on the nature of the service, the stage of the request, the reason for cancellation, the applicable quotation and booking conditions, and the relevant cancellation and refund policies. For payments collected by Kelin, customers must submit refund requests through Kelin's designated support or refund process. Kelin will review and administer eligible refunds in accordance with the applicable Refund Policy, Cancellation Policy, relevant transaction conditions and applicable law. Where a Supplier or third party has conditions that affect cancellation or refund eligibility, those conditions may be taken into account where they were properly disclosed and lawfully apply. Customers should direct refund requests for payments made to Kelin to Kelin rather than assume that a Supplier will independently issue the refund. Depending on the circumstances and Kelin's role in the service, a resolution may include a refund, correction, re-service, replacement or another appropriate remedy. The availability of a particular remedy depends on the applicable circumstances, agreements, policies and law. Approved refunds will generally be processed through the original payment method or another method communicated by Kelin where appropriate. The time taken for a refund will be equal or less than one week, if it takes longer than that, Kelin will inform the customer. Where a cancellation, refund request, chargeback or payment dispute affects a transaction, Kelin may review the relevant booking, payment, service and communication records before determining the appropriate action. Customers may be asked to provide reasonable supporting information.

Service Delays and Changes

Service timing may be affected by Supplier availability, traffic, weather, third-party schedules, customer actions, technical issues or other circumstances outside Kelin's reasonable control. Where a significant change or delay becomes known to Kelin, Kelin will make reasonable efforts to communicate the relevant information to the customer. Kelin may coordinate an alternative arrangement where reasonably possible.

Customer Responsibilities

Customers are expected to following details, Failure to provide required information, make required payments or cooperate with reasonable service arrangements may delay or prevent completion of a service and may affect the available remedies, subject to the applicable agreements, policies and law.

• Provide accurate information
• Provide required documents on time
• Be available for scheduled appointments where applicable
• Follow reasonable instructions relating to the service
• Treat Kelin staff and Suppliers respectfully
• Make required payments on time and
• Provide reasonable cooperation necessary to complete the request.

Customer-Supplier Communication

Where direct communication between the customer and Supplier is necessary for service delivery, Kelin may facilitate or permit such communication. Customers must communicate respectfully and must not request a Supplier to perform services outside the agreed scope without appropriate approval. Material agreements, service changes, additional charges and relevant customer approvals must be recorded through the applicable Kelin process. Customers must not intentionally use Kelin-provided Supplier information to circumvent Kelin's agreed service or payment arrangements, including by redirecting payment for a Kelin-managed booking to a Supplier without Kelin's authorization. This restriction does not prohibit unrelated business relationships that were not introduced or arranged through Kelin, subject to any applicable agreement and law.

Personal Information and Privacy

Kelin may collect and process customer information necessary to create an account, understand requests, coordinate services, process payments, provide support, maintain records and comply with applicable requirements. Where necessary for service delivery, Kelin may share relevant customer information with the Supplier or other authorized service parties. Kelin will take reasonable measures to protect customer information and expects Suppliers handling customer information through Kelin to do the same.

Service Records and Communications

Kelin may maintain records relating to customer requests, quotations, approvals, appointments, communications, payments, receipts, documents, service completion and customer feedback. Where relevant, Kelin may also maintain records of payment confirmations, transaction references, refund requests, refund decisions, payment disputes and related adjustments. These records may be used for service coordination, customer support, payment administration, reconciliation, fraud prevention, complaint handling, auditing, dispute resolution and other legitimate business purposes, subject to Kelin's Privacy Policy and applicable law.

Complaints and Disputes

Customers may report service problems, complaints, payment concerns or disputes through the Kelin support channels. Kelin may investigate the matter and coordinate with the relevant Supplier, payment service provider or other party where necessary. Customers are expected to provide accurate information and reasonable supporting evidence where necessary. For payment-related complaints involving amounts paid to Kelin, Kelin will review the relevant payment and transaction records and communicate the outcome or next steps through the applicable support process. Where a refund, chargeback or settlement-related issue requires further investigation, Kelin may request additional information from the customer, Supplier or payment service provider. Depending on the circumstances, Kelin may coordinate correction, re-service, replacement, refund processing, escalation or another appropriate resolution within Kelin's role and authority. The outcome will be determined in accordance with the applicable agreements, published policies and law.

Reviews and Feedback

After a service is completed, customers may be invited to provide a rating or review. Reviews should be honest, relevant and based on the actual service experience. Kelin may moderate, restrict or remove content that is fraudulent, abusive, discriminatory, misleading, unlawful, irrelevant or otherwise inconsistent with the Kelin review standards.

Prohibited Use

Customers must not use Kelin for followings, Kelin may suspend or restrict an account where there is reasonable evidence of prohibited or abusive use.

• Unlawful activities
• Fraudulent transactions
• Submission of false documents or information
• Harassment, threats or abuse
• Unauthorized use of another person's account
• Misuse of another person's personal information
• Attempts to manipulate ratings or reviews
• Transactions intended to circumvent Kelin's systems or fees or
• Requests for services that the customer is not legally entitled to obtain

Service Responsibility and Kelin's Role

Kelin is responsible for the coordination and support services that Kelin itself provides, including the applicable request-management, communication, customer support, payment administration and related administrative processes. For Kelin-managed bookings, Kelin's role may include collecting customer payments, maintaining relevant transaction records, handling payment enquiries and administering eligible refunds in accordance with the applicable policies, agreements and law. Where a third-party payment service provider is used, payment processing may also depend on that provider's procedures and systems. Where an independent Supplier provides the underlying service, the Supplier remains responsible for the professional or operational service it independently delivers, including its professional judgment, workmanship, qualifications, licences and compliance with applicable requirements. Nothing in these Terms is intended to remove or limit any responsibility or remedy that cannot lawfully be excluded or limited.

Changes to Terms and Acceptance

Kelin may update these Terms from time to time to reflect changes in its services, business operations, technology, legal requirements or other relevant circumstances. Where material changes are made, Kelin may notify customers through the website, application, email or another appropriate communication method.

Customer Acceptance

By selecting “I Agree”, creating a Kelin account, submitting a request, approving a quotation, making a payment, or using Kelin services, you confirm that:

• You have read and understood the Kelin Customer Terms & Conditions.
• You agree to comply with these Terms.
• You confirm that the information you provide to Kelin is accurate and current.
• You understand that some services may be delivered by independent Suppliers.
• You understand that Kelin coordinates such services while the relevant Supplier remains responsible for the professional or operational service it delivers.