Terms & Conditions

Definitions

In these Terms & Conditions, the following terms carry the meanings set out below.

• "Agreement" means the written proposal accepted by the Client together with these Terms & Conditions.
• "Velura" / "we" / "us" / "our" means Velura, a customer experience design advisory operating from 12 Sukhumvit 39 Road, Khwaeng Khlong Tan Nuea, Khet Watthana, Bangkok 10110, Thailand.
• "Client" / "you" / "your" means the organisation or individual who has accepted a proposal from Velura for an Engagement.
• "Engagement" means a defined advisory project as described in the written proposal accepted by the Client, including the Journey Mapping Engagement, Service Blueprint Workshop, or Customer Listening Programme Review.
• "Deliverable" means the written output produced by Velura as described in the relevant Engagement proposal.
• "Engagement Fee" means the fixed fee agreed in the written proposal for the relevant Engagement.
• "Confidential Information" means any non-public information shared by either party in connection with an Engagement.

Acceptance of Terms

These Terms & Conditions form part of every Agreement between Velura and a Client. By accepting a written proposal from Velura — whether by email confirmation, countersignature, or other written indication of acceptance — the Client agrees to be bound by these terms in full.

The individual accepting the Agreement on behalf of an organisation confirms that they have authority to bind that organisation.

Velura's services are available to organisations and individuals who are 18 years of age or older and who have the legal capacity to enter into a binding agreement under Thai law.

Services

Velura provides customer experience design advisory services. The three standard Engagement types are as follows:

• Journey Mapping Engagement — a multi-week advisory engagement producing a written customer journey map, including interviews, observation, and a leadership workshop.
• Service Blueprint Workshop — a two-day facilitated on-site workshop producing a written service blueprint and a prioritised list of adjustments.
• Customer Listening Programme Review — a focused advisory engagement reviewing an organisation's existing listening channels and producing a written analysis and draft programme.

The specific scope, deliverables, timeline, and fee for each Engagement are set out in a written proposal issued by Velura prior to the commencement of any work.

Velura operates primarily from Bangkok, Thailand, and conducts Engagements with organisations based in Thailand. On-site work outside Bangkok may be subject to travel cost arrangements as agreed in the relevant proposal.

Engagement Scope & Changes

The scope of each Engagement is defined in the written proposal. Velura will deliver the Deliverable as described and within the timeframe indicated, subject to the Client's reasonable cooperation.

If the Client requests a change to the agreed scope during an Engagement, Velura will assess the impact on timeline and fee and communicate any adjustment in writing before proceeding. Changes to scope are not effective until confirmed in writing by both parties.

Velura does not commit to outcomes beyond the Deliverable described in the proposal. The value derived from any Deliverable depends on how the Client chooses to act on it, which is beyond Velura's control.

Payment Terms

All Engagement Fees are quoted and payable in Thai Baht (฿). The Engagement Fee is as stated in the written proposal and constitutes the full cost of the Engagement unless a scope change is agreed in accordance with Section 4.

Unless otherwise stated in the proposal:

• 50% of the Engagement Fee is due upon acceptance of the proposal.
• The remaining 50% is due upon delivery of the Deliverable.

Payment is accepted by bank transfer to the account details provided in the invoice. Velura will issue a tax invoice compliant with Thai Revenue Code requirements upon receipt of each payment.

If payment is not received within 14 days of the due date, Velura reserves the right to pause work on the Engagement until payment is received, without prejudice to any other remedy.

Refunds. If the Client terminates an Engagement before the Deliverable is issued, any deposit paid is non-refundable unless Velura is unable to complete the Engagement due to circumstances within Velura's control. Where Velura terminates an Engagement, any deposit paid will be refunded in full.

Confidentiality

Each party agrees to treat the other's Confidential Information with reasonable care and not to disclose it to third parties without prior written consent, except as required by law or regulation.

Velura will not use the Client's Confidential Information for any purpose other than performing the Engagement. The Client's organisational details, internal processes, and customer data shared during an Engagement are treated as Confidential Information.

Velura may reference an Engagement in general terms (for example, by industry or service type) without identifying the Client, unless the Client has given written consent to be named as a client reference.

Intellectual Property

Upon receipt of payment in full, Velura assigns to the Client the right to use the Deliverable produced for that Engagement for the Client's internal business purposes. This assignment is limited, non-exclusive, and non-transferable.

Velura retains ownership of all methodologies, frameworks, templates, and general approaches used in producing the Deliverable. The Deliverable itself — as a specific output prepared for the Client — is transferred to the Client upon full payment, but the underlying methods remain Velura's intellectual property.

The Client may not resell, sublicense, or distribute the Deliverable to third parties without Velura's written consent.

Client Responsibilities

The Client agrees to provide Velura with reasonable access to the people, information, and physical locations required for the Engagement, within a timeframe that allows the Engagement to proceed as scheduled.

Specifically, the Client agrees to:

• Nominate a primary point of contact for the Engagement who has authority to make decisions and facilitate access.
• Arrange interviews and observation sessions as agreed in the proposal, including obtaining any necessary internal approvals.
• Provide relevant documents, data, or background materials in a timely manner when requested.
• Not provide Velura with information that the Client does not have the right to share.

If delays or incomplete access from the Client's side cause the Engagement timeline to extend, Velura will notify the Client and propose a revised schedule. Velura is not responsible for delays attributable to the Client's failure to cooperate.

Disclaimers

Velura's services are advisory in nature. Deliverables represent a considered professional reading of the information gathered during the Engagement. They do not constitute legal, financial, medical, or regulatory advice.

Velura does not commit to specific business outcomes, revenue improvements, or customer satisfaction scores as a result of any Engagement. The value of advisory work depends on how it is applied, which is the responsibility of the Client.

Velura's services are provided with reasonable professional care and skill. Beyond that, they are provided without warranty of any kind, express or implied, to the fullest extent permitted by applicable Thai law.

Limitation of Liability

To the fullest extent permitted by Thai law, Velura's total liability to the Client in connection with any Engagement — whether in contract, tort, or otherwise — shall not exceed the Engagement Fee paid by the Client for that specific Engagement.

Velura shall not be liable for:

• Any indirect, consequential, or special loss or damage;
• Loss of revenue, profit, or business opportunity;
• Loss arising from decisions taken on the basis of a Deliverable;
• Any delay or failure caused by circumstances outside Velura's reasonable control, including natural events, government actions, or failure of third-party services.

Nothing in these Terms & Conditions limits liability for fraud, wilful misconduct, or any matter that cannot be limited by law.

Indemnification

The Client agrees to indemnify and hold harmless Velura, its advisors, and associated personnel from any claims, losses, or expenses (including reasonable legal costs) arising from: (a) the Client's breach of these Terms & Conditions; (b) the Client's use of a Deliverable in a manner not contemplated by the Agreement; or (c) any third-party claim arising from information the Client provided to Velura that the Client did not have the right to share.

Termination

Either party may terminate an Engagement by giving written notice if the other party materially breaches the Agreement and fails to remedy that breach within 14 days of written notice.

The Client may terminate an Engagement for any reason by giving written notice. In that case, any deposit paid is non-refundable, and the Client is liable for the cost of any work completed up to the date of termination at a rate proportional to the Engagement Fee.

Sections 6 (Confidentiality), 7 (Intellectual Property), 10 (Limitation of Liability), 11 (Indemnification), and 13 (Dispute Resolution) survive termination of any Agreement.

Dispute Resolution

These Terms & Conditions and any Agreement between Velura and a Client are governed by and construed in accordance with the laws of the Kingdom of Thailand.

In the event of a dispute arising out of or in connection with an Agreement, the parties agree to first attempt resolution through good-faith discussion between their respective representatives within 30 days of the dispute being raised in writing.

If the dispute is not resolved through discussion within that period, it shall be submitted to the exclusive jurisdiction of the courts of Bangkok, Thailand.

General Provisions

• Entire Agreement. These Terms & Conditions, together with the written proposal for the relevant Engagement, constitute the entire agreement between the parties in relation to that Engagement and supersede all prior discussions or representations.
• Severability. If any provision of these Terms & Conditions is found to be unenforceable, the remaining provisions continue in full force.
• Waiver. Failure by either party to enforce any provision does not constitute a waiver of the right to enforce it in future.
• Assignment. The Client may not assign its rights or obligations under an Agreement without Velura's prior written consent. Velura may engage qualified sub-advisors to assist in delivering an Engagement, provided Velura remains responsible for the Deliverable.
• Notices. Notices under these Terms & Conditions should be sent to the contact details recorded in the written proposal, or to the addresses otherwise agreed in writing by the parties.
• Language. These Terms & Conditions are written in English. In the event of any conflict between an English version and any translated version, the English version prevails.

Changes to These Terms

Velura may update these Terms & Conditions from time to time. The current version will be published on Velura's website at https://velura.biz/terms-conditions.html with the date of last update noted at the top of this document.

Changes to these Terms & Conditions do not affect Agreements entered into before the date the revised terms are published. For Engagements beginning after a revision, the current version in effect at the time the proposal is accepted will apply.

Contact

If you have questions about these Terms & Conditions or wish to raise a matter covered by them, please contact us: