Terms of Service

1. Definitions

In these Terms:

“Account” means an Avilion customer account or an authenticated identity used to access account features.

“Avilion” means the Avilion contracting seller or service provider identified in the applicable Order confirmation, invoice, or Service record.

“Customer” means the person or entity accessing the Site, submitting an Order request, purchasing a Product, or using a Service.

“Order” means a request for a Product or paid Service that Avilion has accepted in accordance with these Terms.

“Product” means physical hardware, accessories, software, digital material, or fabricated goods offered by Avilion.

“Service” means any support, fabrication, software, online, Discord, account, repair, or other service made available by Avilion.

“Site” means Avilion.uk and the customer-account, checkout, support, administrative, and related web pages operated by Avilion.

“Terms” means these Terms of Service and the policies expressly incorporated into them.

2. Acceptance and eligibility

By accessing the Site, creating an Account, submitting an Order request, completing payment, or using a Service, the Customer agrees to the provisions applicable to that activity. A Customer who does not agree must not submit an Order or continue using the affected Service.

The Customer must have legal capacity to enter into the relevant agreement. A person acting for a company, organisation, or other entity confirms that the person has authority to bind that entity. Avilion may refuse or cancel access where age, capacity, location, sanctions, export controls, safety requirements, or law prevent the transaction.

3. Information about Avilion

The contracting Avilion seller or service provider, available contact details, Product or Service description, price, payment method, and delivery information will be identified on the Site, in the Order confirmation, or on the invoice as applicable. Customers may contact Avilion through Avilion Support or [email protected].

4. Accounts

Account information must be accurate, complete, and kept current. The Customer is responsible for protecting access to the Account and any linked Google, Discord, email, or other identity-provider account. Credentials, authentication links, access tokens, and payment information must not be shared through public messages or support chat.

The Customer must promptly notify Avilion of suspected unauthorised access. Avilion may require reauthentication, suspend sessions, or restrict sensitive actions where reasonably necessary to protect the Customer, other users, or the Site. The Customer may not impersonate another person, transfer an Account without permission, evade a restriction, or attempt to obtain access to another Customer’s records.

5. Product and Service information

Avilion will take reasonable care to describe Products and Services accurately. Product images are illustrative and may show prototypes, optional configurations, or finishes that differ slightly from the supplied Product. Dimensions, colour, texture, screen appearance, manufacturing finish, performance measurements, and specifications may be subject to reasonable production tolerance.

Availability, production status, compatibility, and pricing may change before Avilion accepts an Order. A typographical, technical, or pricing error does not require Avilion to accept an Order at the incorrect value. If an error affects an accepted but unpaid Order, Avilion will provide corrected information before payment. If an error materially affects a paid Order, Avilion will offer an appropriate correction, cancellation, or remedy as required by law.

6. Order requests and formation

Submitting an Order request is an offer by the Customer to purchase the selected Product or Service. It does not by itself create an accepted Order or require Avilion to supply it. Avilion may review availability, configuration, delivery destination, technical feasibility, safety, price, and compliance before accepting or declining the request.

Payment options are made available only after Avilion accepts the request. Unless the Order page states otherwise, acceptance remains open for payment for five business days and may expire automatically if payment is not completed. A binding Order is formed when payment is successfully confirmed and Avilion issues an Order confirmation, except where mandatory law provides otherwise.

Avilion may reject an Order before payment where the Product is unavailable, the configuration cannot reasonably be produced, the delivery destination is unsupported, the request creates a legal or safety risk, the information supplied is incomplete, or the displayed price is materially incorrect.

7. Prices, charges, and taxes

The price payable is the amount confirmed before payment and includes the selected configuration, applicable discount, shipping charge, and any tax collected by Avilion. Currency is displayed at checkout. A Customer’s bank, card issuer, or payment provider may impose foreign-exchange charges, international transaction fees, or other charges that are not controlled by Avilion.

Import duties, destination taxes, brokerage, permits, and customs charges are the Customer’s responsibility unless the Order expressly states that Avilion will collect or bear them. Avilion will not falsify customs descriptions or values.

8. Discounts and promotional codes

A discount or promotional code is valid only for the period, Customer, Product, quantity, and use conditions stated by Avilion. Codes have no cash value, may not be sold or duplicated without authorisation, and may be withdrawn before use. Avilion may reject a code obtained through misuse, technical error, unauthorised disclosure, or attempted circumvention. A discount does not change the Product’s warranty or statutory protections.

9. Payment

Supported online payments are processed through Stripe. The payment methods displayed depend on the Customer’s location, currency, device, financial institution, and Stripe availability. Avilion does not receive or store complete card numbers, card security codes, or online-banking credentials.

Avilion receives payment status, amount, currency, transaction references, and limited payment-method information supplied by Stripe. The Customer authorises Avilion and Stripe to process the payment and related fraud, authentication, refund, and dispute information necessary to complete the transaction.

An authorisation, pending entry, or payment attempt is not proof that payment has settled. Avilion will not begin construction or fulfilment until the backend payment record is confirmed through the approved payment process. Duplicate, reversed, disputed, or fraudulent payments may place an Order on hold while the matter is investigated.

10. Production and fulfilment

Where a Product is made, configured, or allocated to an Order, production begins only after confirmed payment and scheduling. Estimated production dates are not guaranteed delivery dates. Avilion may place an Order on hold to resolve a configuration, address, compliance, payment, safety, or supply issue.

The Customer must review the Order confirmation promptly and notify Avilion of an error. Changes requested after payment may require repricing, a revised delivery estimate, or cancellation and replacement of the Order. Avilion is not required to accept a change after production or committed procurement has begun.

11. Shipping and delivery

Shipping eligibility, charges, delivery estimates, customs responsibility, and transit claims are governed by the Shipping Policy. The Customer must provide a complete and deliverable address, recipient name, email address, telephone number, and any information reasonably required by the carrier or customs authority.

Delivery estimates may be affected by production, carrier operations, customs processing, weather, address problems, or events outside Avilion’s reasonable control. Risk and title pass in accordance with applicable law and the confirmed delivery terms. The Customer must inspect the shipment promptly and report loss, shortage, or visible transit damage through Avilion Support.

12. Regional restrictions

Avilion does not currently accept or fulfil Orders for physical Products delivered to European Union member states. Avilion may restrict other destinations where shipping, product compliance, sanctions, export controls, carrier availability, or local law make fulfilment unavailable.

Delivery eligibility is determined from the actual destination supplied for the Order. Language selection, browser location, or IP address does not establish eligibility. An Order submitted for an unsupported destination may be declined or cancelled, and any captured payment will be returned in accordance with the applicable payment process.

13. Cancellation

An eligible hardware Customer may request cancellation within two calendar days after successful payment, subject to the requirements in the Warranty Policy. Cancellation may be unavailable once construction, Customer-specific configuration, committed procurement, or dispatch begins.

Accepted but unpaid Orders may be cancelled automatically after five business days. A cancellation request does not itself cancel an Order; Avilion will confirm the outcome. Approved refunds are sent through the original payment method where possible. Payment-network and financial-institution processing times are outside Avilion’s control.

14. Returns and refunds

Eligible hardware Products may be returned within 30 calendar days after confirmed delivery in accordance with the Return Policy. Return eligibility, condition requirements, authorisation, return deadlines, shipping responsibility, inspection, restocking charges, and refund processing are governed by that policy.

A return must not be sent until Avilion issues authorisation and the applicable return instructions. A change-of-mind return is separate from a defect, warranty, transit-damage, or statutory claim. Avilion will not reclassify a valid defect claim solely to impose a restocking charge or reduce a mandatory remedy.

15. Warranty and repairs

Eligible hardware Products carry the one-year voluntary limited warranty described in the Warranty Policy. Warranty scope, exclusions, claim requirements, inspection, remedies, and shipping responsibility are governed by that policy.

Out-of-warranty work and damage excluded from the voluntary warranty may be eligible for paid assessment or repair under the Support & Repairs Policy. No chargeable repair begins until the Customer accepts the quotation and completes any required payment.

16. Custom fabrication

The Customer confirms that the Customer owns or has permission to use and reproduce every submitted model, design, trademark, and other file. The Customer must not submit unlawful, unsafe, malicious, infringing, controlled, or deceptive material.

Automated fabrication estimates are preliminary. Avilion may analyse the submitted file and adjust orientation, supports, production method, material use, lead time, shipping, or price before accepting the request. Avilion may decline a request that is technically impractical, unsafe, unlawful, beyond available manufacturing capability, or likely to infringe third-party rights.

The Customer is responsible for intended dimensions, tolerances, fit, function, and suitability unless Avilion expressly agrees in writing to provide design or engineering responsibility. Fabricated Products may display normal additive-manufacturing characteristics including layer lines, support marks, minor dimensional variance, and colour variation.

17. Software and connected Services

Software supplied by Avilion is governed by the Software Licence Terms and any Product-specific or open-source licence provided with it. Connected features may depend on supported hardware, internet access, accounts, updates, and third-party services including Spotify or Discord.

Avilion may issue updates to correct defects, improve security, maintain compatibility, or change features. The Customer must not bypass safeguards, introduce malicious code, interfere with the Site or Services, scrape restricted information, or access systems or data without authorisation.

18. Support and communications

Avilion may communicate about an Account, Order, payment, delivery, support case, warranty claim, return, repair, security matter, or material policy update using the contact information supplied by the Customer. The Customer is responsible for keeping that information current and for reviewing communications relating to active transactions.

Support cases are governed by the applicable support workflow. Closing a support ticket does not automatically cancel an Order, payment, return, repair, refund, dispute, or warranty claim. Sensitive payment credentials, passwords, authentication tokens, or unnecessary personal information must not be submitted in support messages.

19. Reviews and Customer content

The Customer retains ownership of content submitted to Avilion but grants Avilion a non-exclusive licence to store, process, reproduce, and display that content as reasonably necessary to provide the requested feature, operate the Site, investigate misuse, and comply with law.

Reviews must describe genuine experience. Where Avilion identifies a review as verified-purchase only, eligibility will be confirmed against the Customer’s completed Order. Avilion may moderate content containing unlawful material, personal information, threats, harassment, spam, manipulation, irrelevant material, or conflicts of interest. Moderation does not transfer responsibility for the content to Avilion.

20. Intellectual property

Except for Customer content and third-party material, the Site, Avilion branding, Product designs, text, graphics, interfaces, software, and documentation are owned by or licensed to Avilion and are protected by applicable intellectual-property law. No ownership right is transferred except as expressly stated in an applicable licence or written agreement.

The Customer may use the Site and supplied materials only for their intended lawful purpose. The Customer may not reproduce, distribute, sell, remove notices from, or create derivative works from proprietary Avilion material without written permission, except where applicable law or an open-source licence permits it.

21. Acceptable use

The Customer must comply with the Acceptable Use Policy. Avilion may investigate suspected abuse and may proportionately restrict access where reasonably necessary to protect Customers, staff, systems, payment integrity, legal compliance, or service availability.

22. Third-party services

The Site, Products, and Services may rely on payment processors, identity providers, cloud infrastructure, delivery carriers, Discord, Spotify, and other third parties. Their separate terms, privacy practices, technical requirements, and service availability may apply. Avilion is not responsible for a failure controlled solely by a third party, but this provision does not remove Avilion’s obligations for matters within its control or any liability that cannot lawfully be excluded.

23. Suspension and termination

Avilion may suspend or terminate access where reasonably necessary to address material breach, fraud, non-payment, security risk, unlawful activity, abusive conduct, provider restriction, or risk to the Site or another person. Where appropriate, Avilion will provide notice and an opportunity to remedy the issue.

The Customer may stop using a Service or request Account deletion. Deletion is subject to records Avilion must retain for completed Orders, payment reconciliation, tax, fraud prevention, safety, warranties, disputes, and legal obligations. Termination does not affect rights, liabilities, or payment obligations accrued before termination.

24. Disclaimers

Avilion will provide Products and Services with reasonable care and skill. Except for an express warranty in these Terms or a right that cannot lawfully be excluded, Avilion does not warrant uninterrupted availability, compatibility with every third-party product or service, or suitability for a purpose not disclosed and accepted before purchase.

Development-stage Products, prototypes, estimates, and preview features may have limitations expressly disclosed before purchase or use. Such disclosure does not exclude mandatory consumer guarantees or permit misleading Product descriptions.

25. Limitation of liability

Nothing in these Terms excludes or limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, breach of a non-excludable statutory obligation, or any other liability that cannot lawfully be excluded or limited.

Subject to the preceding paragraph and to the extent permitted by law, Avilion is not liable for indirect, incidental, special, or consequential loss; loss of profit, opportunity, goodwill, or anticipated savings; or loss caused by Customer misuse, unauthorised modification, unsupported third-party equipment, inaccurate Customer information, or events outside Avilion’s reasonable control.

Any limitation applies only to the extent it is fair, reasonable, and enforceable under the law governing the transaction. Nothing in this Section reduces a mandatory repair, replacement, refund, re-performance, or other consumer remedy.

26. Indemnity for unlawful Customer material

To the extent permitted by law, a Customer acting in trade or on behalf of an organisation will indemnify Avilion against a third-party claim arising directly from material the Customer unlawfully submits for fabrication, publication, or processing, or from the Customer’s deliberate misuse of the Site. This Section does not apply to the extent the claim results from Avilion’s own breach, negligence, or unlawful conduct.

27. Privacy and cookies

Avilion processes personal data as described in the Privacy Policy and uses cookies and similar storage as described in the Cookie Policy. Those policies explain the relevant purposes, categories, retention, controls, and Customer rights.

28. Changes to these Terms

Avilion may amend these Terms to reflect changes in law, security, Products, Services, payment methods, or operations. The version and effective date will be displayed on this page. A material change affecting an active Account or Service will be communicated where reasonably required.

The Terms accepted for a completed Order remain applicable to that Order unless a later change is required by law or expressly agreed by the Customer. Continued use of an ongoing Service after notice of revised Terms constitutes acceptance only where that method of acceptance is lawful and the Customer has a reasonable opportunity to stop using the Service.

29. General provisions

If a provision is held invalid or unenforceable, it will be limited or removed only to the minimum extent necessary, and the remaining provisions continue in effect. A delay in enforcing a right is not a waiver. The Customer may not assign an Order or these Terms without Avilion’s written consent, except where law permits otherwise. Avilion may assign its rights and obligations as part of a legitimate business transfer provided the Customer’s rights are not materially reduced.

These Terms, the accepted Order, and incorporated policies constitute the agreement concerning the relevant transaction, except for a separate written agreement signed or expressly accepted by Avilion. Headings assist navigation and do not limit interpretation.

30. Governing law and dispute resolution

These Terms are governed by the laws of Malaysia. The courts of Malaysia have jurisdiction, subject to any mandatory consumer-protection, jurisdiction, or forum rights that apply to the Customer in Singapore or another supported destination.

If the Customer believes that a valid legal dispute has arisen in connection with the Site, an Account, an Order, a Product, or a Service, the Customer should first notify Avilion by emailing [email protected] or by submitting a case through Avilion Support. The notice should identify the Customer, the relevant Order or case reference, the material facts, the legal or contractual basis of the dispute where known, and the resolution requested.

Avilion and the Customer will use reasonable efforts to review the matter and seek a good-faith resolution. Contacting Avilion under this Section does not waive either party’s legal rights, prevent either party from seeking urgent or interim relief, or extend any statutory, regulatory, tribunal, court, chargeback, or other applicable filing deadline.

31. Statutory rights

Nothing in these Terms excludes, restricts, or modifies a guarantee, condition, warranty, right, or remedy that cannot lawfully be excluded, including applicable rights under Malaysia’s Consumer Protection Act 1999. If mandatory law provides greater protection than these Terms, the mandatory provision applies.

32. Contact

General questions, notices, complaints, and requests concerning these Terms may be submitted through Avilion Support or by email to [email protected]. Customers should include the relevant Account, Order, Product, or support reference without sending passwords, authentication credentials, or complete payment details. Formal dispute notices should follow the procedure in Section 30.