1. Agreement to Terms

By accessing or using the Aurelia House platform ("Platform"), operated by Aurelia House Limited ("Aurelia House," "we," "us," or "our"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to all of these Terms, do not use the Platform.

These Terms govern your use of the Platform as a buyer, gift sender, gift recipient, artisan vendor, corporate partner, or general visitor. Different obligations may apply depending on your role.

2. Eligibility

You must be at least 18 years of age to create an account or make a purchase on the Platform. By using the Platform, you represent and warrant that you meet this requirement. Aurelia House reserves the right to refuse service to anyone for any lawful reason.

3. Platform Terminology

Aurelia House uses a proprietary vocabulary throughout the Platform. For the avoidance of doubt, the following terms have the corresponding legal meanings:

Ritual / Artifact: A product or curated experience listed for sale on the Platform.
Orchestration / Order: A completed purchase transaction.
Sanctuary: Your personal account dashboard or, in the context of navigation, a section of the Platform accessible to registered users.
Syndicate / Syndicate Pool: A group-gifting arrangement where multiple users contribute funds toward a shared purchase.
Symbolic Key / Gift Card: A prepaid credit instrument issued by Aurelia House or artisan vendors, redeemable against Platform products.
Resonance Profile: Preference and behavioural data generated through your use of personalisation features on the Platform.
Imprint / Personal Signature: An AI-assisted profile describing your gifting style and preferences.
Secure Sync: The Platform's end-to-end encrypted peer-to-peer messaging feature.
The House Scrolls / Chronicle: The Platform's editorial and blog content section.
Exchange Market / Sanctuary Exchange: A secondary marketplace where users may list acquired products for trade or resale.
Tier (Seed, Silver, Gold, Obsidian): A loyalty tier assigned based on cumulative spend on the Platform.

4. Accounts & Security

You are responsible for maintaining the confidentiality of your account credentials. You must notify us immediately at legal@aureliahouse.com if you suspect unauthorised access to your account. Aurelia House is not liable for losses resulting from your failure to protect your credentials.

You may not create accounts using automated means, impersonate another person, or provide false registration information.

5. Purchases, Payments & Fulfillment

All prices displayed on the Platform are in the currency shown at the time of purchase and are inclusive of applicable taxes unless otherwise stated. Aurelia House reserves the right to modify pricing at any time without prior notice, except for orders already confirmed.

Payment is processed by third-party providers (currently M-Pesa and Stripe). By completing a purchase, you authorise the relevant provider to process your payment. Aurelia House does not store payment card details.

Digital products and experience bookings are fulfilled electronically. Physical products are shipped to the delivery address you provide. Delivery timeframes are estimates and not guarantees. Aurelia House is not liable for delays caused by third-party logistics providers or circumstances beyond our reasonable control.

6. Cancellations & Refunds

Cancellations must be requested within 24 hours of purchase for physical products. After this window, orders may have entered preparation and cancellation cannot be guaranteed. Digital products and confirmed experience bookings are non-refundable once access has been granted.

If a product is delivered in a materially defective condition, you must notify us within 7 days of receipt with supporting evidence. We will, at our discretion, offer a replacement or store credit. Aurelia House does not offer cash refunds for change-of-mind purchases.

For Syndicate Pools: contributions are held in escrow and are non-refundable once the pool target has been reached and the order placed. If a pool is cancelled before the target is reached, contributions are returned in full.

7. Artisan Vendor Terms

Vendors accepted onto the Platform agree to maintain the quality standards set out in their Vendor Agreement, which supplements these Terms. Vendors are responsible for accurate product descriptions, stock management, and timely fulfillment.

Aurelia House collects a commission on each completed sale as set out in the Vendor Agreement (currently 15% of the transaction value, subject to change on 30 days' written notice). Vendors must not list the same products at lower prices on competing platforms during any active promotional period agreed with Aurelia House.

Aurelia House reserves the right to remove any listing that violates these Terms, misrepresents a product, or poses a compliance risk, without prior notice.

8. Sanctuary Exchange (Secondary Market)

Users may list acquired products for trade on the Sanctuary Exchange. By listing an item, you represent that you have the right to sell or trade it and that the item is accurately described. Aurelia House facilitates but is not a party to Exchange transactions between users.

Aurelia House uses an escrow mechanism to secure Exchange transactions. Funds are held in escrow until both parties confirm completion. Disputes must be submitted to Aurelia House within 48 hours of the transaction completion date.

9. Symbolic Keys (Gift Cards)

Symbolic Keys are non-refundable and have no cash value. They may only be redeemed against eligible products on the Platform. Symbolic Keys do not expire. Lost, stolen, or fraudulently used keys cannot be replaced unless we can verify the original purchaser's identity.

10. Intellectual Property

All content on the Platform — including brand identity, copy, imagery (unless attributed to third parties), software, and the Aurelia House design system — is the intellectual property of Aurelia House Limited or its licensors. You may not reproduce, distribute, or create derivative works from any Platform content without express written permission.

By submitting user-generated content (e.g., reviews, profile images), you grant Aurelia House a non-exclusive, royalty-free licence to use, display, and moderate that content for Platform purposes.

11. Prohibited Conduct

You agree not to:

Use the Platform for any unlawful purpose or in violation of applicable laws.
Circumvent, disable, or interfere with Platform security features.
Scrape, harvest, or programmatically access Platform data without authorisation.
Use the Platform to transmit unsolicited commercial communications.
Engage in fraudulent transactions, including the use of stolen payment credentials or fraudulent chargebacks.
Harass, defame, or harm other users through any Platform feature, including Secure Sync.
List counterfeit, illegal, or hazardous items on the Exchange or vendor marketplace.

Violation of these prohibitions may result in immediate account termination and, where appropriate, referral to law enforcement.

12. AI-Assisted Features

The Platform uses artificial intelligence to power features including personalised recommendations, the Mini-Oracle curation tool, and the Imprint signature engine. These features generate suggestions based on your stated preferences and behavioural data; they are not professional advice of any kind. Aurelia House makes no warranty as to the accuracy or suitability of AI-generated outputs for your specific circumstances.

13. Limitation of Liability

To the maximum extent permitted by law, Aurelia House's aggregate liability to you for any claim arising from your use of the Platform shall not exceed the greater of (i) the total amount paid by you to Aurelia House in the 12 months preceding the claim, or (ii) USD 100.

Aurelia House is not liable for indirect, incidental, consequential, or punitive damages, including loss of profit, loss of data, or emotional distress, even if advised of the possibility of such damages.

14. Disclaimer of Warranties

The Platform is provided "as is" and "as available." Aurelia House makes no representations or warranties of any kind, express or implied, regarding the Platform's reliability, availability, or fitness for a particular purpose. Scheduled or unscheduled maintenance may result in temporary unavailability.

15. Indemnity

You agree to indemnify, defend, and hold harmless Aurelia House, its officers, directors, employees, and partners from any claims, damages, losses, liabilities, and expenses (including legal fees) arising from your use of the Platform, your breach of these Terms, or your violation of any third-party rights.

16. Termination

Aurelia House reserves the right to suspend or terminate your account at any time for breach of these Terms or for any other lawful reason, with or without notice. Upon termination, your right to use the Platform ceases immediately. Provisions that by their nature survive termination (including intellectual property, limitation of liability, and dispute resolution) shall continue to apply.

17. Governing Law & Dispute Resolution

These Terms are governed by the laws of the Republic of Kenya. Any dispute arising from or related to these Terms or your use of the Platform shall first be submitted to good-faith negotiation. If unresolved within 30 days, disputes shall be referred to binding arbitration in Nairobi, Kenya, under the Nairobi Centre for International Arbitration (NCIA) Rules. Nothing in this clause prevents Aurelia House from seeking urgent injunctive relief from a competent court.

18. Changes to These Terms

We may update these Terms from time to time. Where changes are material, we will notify registered users by email at least 14 days before the changes take effect. Your continued use of the Platform after the effective date constitutes acceptance of the revised Terms.

19. Contact

Aurelia House Limited
Nairobi, Kenya
legal@aureliahouse.com