General Terms and Conditions
1. APPLICATION
1.1 The present Agreement on the Provision of Postal and Courier Services (hereinafter referred to as the “Agreement”), permanently posted on the Internet site: kz.movato.com, sets out the general terms and conditions (hereinafter referred to as the “Terms”) for the provision of postal and courier services by MOVATO (hereinafter referred to as the “Company”), the payment procedures, the requirements for parcel preparation and service orders, the cases in which the Company bears liability and the limitations of the services provided, and also regulates the relationship between the Company and its Users, and it constitutes an offer to conclude a user agreement with individuals and legal entities (users) under the terms specified in this Agreement.
1.2 In accordance with paragraph 5 of Article 395 of the Civil Code of the Republic of Kazakhstan, the text of this Agreement is a public offer.
1.3 In accordance with paragraphs 1 and 3 of Article 396 of the Civil Code of the Republic of Kazakhstan, the User’s proper acceptance of this offer (the conclusion of the Agreement with the Company) shall be deemed the performance by the User of the actions stipulated by this Agreement.
1.4 Before using the services, it is mandatory to read this Agreement. By starting to use the Services, the User confirms that he/she has read the content of the Agreement, accepts it, and undertakes to comply with it.
1.5 These Terms, including powers of attorney, constitute a complete agreement between the Company and its clients. These Terms fully govern and supersede any other terms and statements, whether oral or written, with respect to these Terms.
1.6 The Parties agree that any relations between the Company and the Client that are not specified in these Terms shall be governed by the legislation of the Republic of Kazakhstan and other legal acts.
1.7 The Company has the right to unilaterally amend the Terms without prior notice by publishing the date of each amendment on the Website and in the mobile application. The new Terms shall have legal force and shall apply to the Parties’ obligations from the date they are posted on the Website.
2. DEFINITIONS
Company, MOVATO, We – MOVATO Limited Liability Partnership, registered in accordance with the legislation of the Republic of Kazakhstan (BIN: 240840032987);
User, Client, You – a legal entity or an individual (including government bodies and local self-government authorities, etc.) registered on the MOVATO Website and/or using any of the Services offered by the Company;
Terms – these Terms, as well as any agreements, laws, and arrangements expressly referenced herein, which are periodically updated by MOVATO;
Website – the website kz.movato.com and the mobile application administered by MOVATO. By visiting or using the Website and/or the mobile application, the Client confirms his/her agreement with these Terms;
Order – an instruction submitted by the Client to the Company for the purpose of obtaining Services;
Parcel – a registered postal shipment containing items, goods, or materials, the dimensions, weight, and packaging of which comply with the rules for the provision of postal services, accepted by the Company or Movato LLC partner warehouses based on the Client's order for delivery purposes;
MOVATO account number or MOVATO Account – a unique number assigned by MOVATO to the Client for the purpose of recording all Client operations within the Company’s system and, when necessary, issuing corresponding payment documents;
Enclosure - items, materials, documents and other things contained in the Parcel;
Services – the set of services offered by the Company.
Tracking Number – an international postal shipment identifier used by delivery services. The tracking number allows the Client and the Company to track the parcel's progress through sorting centers, intermediate points, as well as the fact of the parcel’s delivery to the MOVATO warehouse or to partner warehouses of MOVATO;
Address 1 – the address provided to the Client for the purpose of receiving or delivering shipments, which is the address of the Company’s or the Company’s partner’s warehouse in the respective country;
Address 2 – an individual code created by the Company and provided to the Client, enabling the identification of the parcel with the Client;
Actual Weight – the weight of the parcel in kilograms (kg), determined by direct weighing of the complete package together with the contents;
Volumetric Weight – the weight of the package calculated using the volumetric weight formula: all sides of the package (height, length and width (cm)) are multiplied and divided by 5000. The result is the volumetric weight of the package in kilograms (kg);
Prohibited Items – items that may not be sent through the Company. The list of Prohibited Items is published in open access on the Company’s Website and is subject to regular updates.
3. REPRESENTATIONS AND WARRANTIES OF THE PARTIES
3.1 By accepting the Company’s Service Terms, you confirm that you are fully legally capable and have the right to accept this public offer and to use the services provided in accordance with the legislation of your country of residence. If you are not fully legally capable or are a minor under the laws of your country of residence, you must provide the Company with mandatory consent from a parent or other authorized persons defined by law before using the Services.
3.2 If you act on behalf of a legal entity, you confirm that you have full authority to represent such legal entity and to use the Company’s services on its behalf. Your jurisdiction must comply with the laws of the country in which the legal entity is incorporated and operates.
3.3 By accepting the Terms of this Agreement, you confirm that you bear responsibility for any adverse consequences arising from the provision of inaccurate, false, or incomplete information.
4. PERSONAL ACCOUNT ACTIVATION
4.1 To use the services provided by the Company, each Client must open a personal account through the Company’s Website or mobile application. Each Client may have only one personal account with unique data. When opening the account, the Client undertakes to provide truthful information.
4.2 To complete identification, the Client shall provide the Company with an electronic, scanned version of an identity document, and in the case of corporate clients - also a certificate of state registration of the legal entity obtained from the e-government portal “e.gov.kz” or another document confirming the Client’s registration as a legal entity in accordance with the laws of its country of registration. The information provided must correspond to the information indicated during the registration of the personal account. If any inaccuracies are detected (including false or incomplete information), the Company has the right to suspend or cancel the account activation process until the deficiencies are corrected.
4.3 After successfully completing the identification stage, the Client’s personal account is activated, after which the Client gains full access to the services provided by the Company.
4.4 The User is responsible for maintaining the confidentiality of the login credentials to his/her personal account (including username and password), as well as for all actions performed using his/her account.
5. SERVICES PROVIDED AND PROCEDURE FOR THEIR DELIVERY
5.1 The services provided by the Company include, among other things:
5.1.1 Purchasing goods from online stores on behalf of and at the expense of Clients on the basis of agency agreements;
5.1.2 Organizing the transportation of shipments purchased through the Company using the “Buy for Me” service;
5.1.3 Organizing the transportation of parcels purchased independently by Clients.
5.2 When purchasing goods from online stores on behalf of and at the expense of the Client under an agency agreement, the Client must have sufficient funds in his/her account to purchase the specified Order.
5.3 When placing an Order using the “Buy for Me” service, your account must contain sufficient funds to pay for the cost of this service.
5.4 The Company does not accept for shipment any items, materials, or their parts whose transportation is prohibited by the applicable transportation regulations or by law, including:
5.4.1 Foreign currency and banknotes;
5.4.2 Live or dead animals and plants;
5.4.3 Human body parts or remains (including ashes);
5.4.4 Firearms, pneumatic, gas, and cold weapons, and their parts;
5.4.5 Ammunition, fireworks, signal flares, and cartridges;
5.4.6 Narcotic drugs, psychotropic substances, and potent substances.
5.4.7 Radioactive, explosive, poisonous, caustic, flammable, toxic, corrosive, and other hazardous substances (including those under pressure);
5.4.8 Perishable products and materials;
5.4.9 Products with a strong or unpleasant odor, or those capable of causing damage to other shipments in any way;
5.4.10 Gold, silver, other precious and semi-precious metals and stones;
5.4.11 Shares, bonds, and other securities;
5.4.12 Materials that may be classified as pornography or capable of harming public morality and state security;
5.4.13 Food products, including fruits and vegetables;
5.4.14 Items which, by their nature or packaging, may pose a danger to postal workers or soil or damage postal shipments;
5.4.15 Representatives of flora and fauna and their derivatives (including animals, insects, herbariums, plants in any form, etc.);
5.4.16 Toxic substances, medicines, and pharmaceutical products;
5.4.17 Biological preparations and medical substances.
5.5 The Company has the right to refuse acceptance of any parcel that does not have appropriate packaging or labeling.
5.6 The Client bears full responsibility for the return, destruction, or storage of cargo at the warehouse.
5.7 Parcels are accepted only if they have appropriate packaging that corresponds to the contents, weight, and shape of the parcel, preventing any possibility of damage to the contents during handling and transportation, preventing access to the contents without breaking the packaging, and preventing damage to other Parcels.
5.8 The Client is responsible for the proper and safe packaging of the Parcel and assumes full responsibility for complying with these requirements. Any claim by the Client regarding damage caused by improper and/or insufficient Packaging may be rejected as unfounded. The Client is also responsible for any damage caused to employees or equipment resulting from prohibited or improper packaging.
5.9 The Company is not liable for any damage caused to a Parcel due to improper and/or incomplete packaging.
5.10 To ensure the safety of the delivery process, the Company reserves the right to inspect the contents of the Parcel to verify the presence/absence of any items classified as hazardous and/or prohibited for shipment in accordance with the requirements of these Terms and Conditions and/or applicable law.
5.11 In all cases, the Client is responsible for any damage resulting from illegal contents of the Parcel. In any case, the Company is not obligated to inspect the contents of Parcels. Depending on the contents of the Parcel, the method of delivery may change.
5.12 The Company has the right to process the Parcel, repackage the Parcel, and then consolidate it while complying with all parcel safety standards and requirements. The Client acknowledges that the delivery cost may change as a result of repackaging.
5.13 Each item must be addressed, indicating information about the sender and the recipient. Address information shall be indicated on the item or in an accompanying document.
5.14 The address on international shipments must be written in Latin letters and Arabic numerals. The recipient's address may be written in the language of the destination country.
5.15 Courier delivery is not performed "on demand" or to a post office box.
5.16 When receiving a parcel at the office or via courier service, the User is obliged to inspect the parcel in the presence of a Company representative. No claims will be accepted regarding a parcel that has already been taken out of the branch, or a parcel delivered by the courier service, if it was opened without the presence of a Company representative or a representative of the Company’s partner.
5.17 In accordance with these Terms and Conditions, the Company reserves the right to change the method of delivery of Parcels at its discretion and to choose the most appropriate delivery method for a specific Parcel.
5.18 The Company reserves the right to refuse further transportation of an Order at any time if the Order in any way threatens or obstructs the movement of other Orders, or if it poses a danger to personnel or equipment involved in the transportation process, or when the delivery of the Parcel’s contents is prohibited by law.
5.19 The delivery times announced by the Company are approximate and may vary or fluctuate. In any case, the Company is not liable for any changes or deviations in the indicative delivery times it announces.
5.20 During periods of increased order volume related to promotions, holidays, or other events, some Services provided by the Company may be limited, and delivery times may be delayed or extended. In such cases, the Company will notify the Client by email if the delivery period is extended. The Client acknowledges that in such cases they waive any claims against the Company.
5.21 The Company is responsible only for those Parcels that have arrived at its warehouse or the warehouse of the Company’s partner and have been accepted, meaning they have undergone the corresponding scanning in the Company’s system.
5.22 If it is not possible to deliver the Parcel to the Client, the Parcel will be stored at the Company’s warehouse or the warehouse of the Company’s partner free of charge for 60 calendar days from the date of arrival. After 60 calendar days, starting from the 61st calendar day, storage of the Parcel will be subject to an additional fee of 200 tenge for each calendar day.
5.23 In the event of a recorded refusal by the Client to receive the Parcel, or in the event of the Parcel being unclaimed (including the absence of a written instruction from the Client to return/forward the Parcel) within four months from the moment the Client’s Parcel is handed over for delivery, unclaimed Shipments are subject to seizure and destruction.
5.24 The cost of the Company's services is indicated excluding the cost of customs clearance, duties, import and export duties, customs fees, taxes (including VAT), as well as any other local duties, fees and taxes, if applicable in accordance with current legislation
5.25 In order to comply with customs legislation and ensure customs clearance of the Parcel, the Client undertakes to complete the appropriate field on the Company's Website or mobile app within 48 (forty-eight) hours of receiving the delivery notification, next to the tracking number of their order or the new shipment number generated by the Company for their order, indicating the value of this Parcel. The Client shall be held liable for any failure to properly fulfill the obligation set forth in this clause. The Company shall not be liable for any negative consequences arising from the Client's failure to indicate the value of the Parcel, and the Client acknowledges that the value of this Parcel may be assessed by customs authorities.
5.26 The Company notifies the User that, in accordance with the legislation of the Republic of Kazakhstan, depending on the nature, weight, cost, quantity of goods, as well as the frequency of movement of goods imported by the User into the territory of the Customs Union, restrictions may be imposed on goods for personal use on the basis of Decisions of the Eurasian Economic Commission.
Before purchasing any goods, the User undertakes to independently familiarize himself/herself with all prohibitions and restrictions applicable to goods for personal use, in order to avoid customs duties or any claims being made against the Company.
If the requirements and restrictions established by the legislation of the Republic of Kazakhstan and the Decisions of the EEC are not complied with, the parcel will be classified as goods intended for entrepreneurial activity. In this case, the User shall independently and at their own expense carry out the customs clearance of the parcel, including payment of the applicable customs duties and taxes that are subject to mandatory payment in accordance with the legislation of the Republic of Kazakhstan.
5.27 By placing an order, the Client authorizes the Company to arrange the customs clearance procedure through a customs representative on behalf of the Client. The Client also agrees that the Company may act as a nominal consignee solely for the purpose of appointing a customs representative to conduct customs clearance. The customs representative carries out customs processing on behalf of the Client, acting in the Client’s best interests.
5.28 If the customs authorities require additional documents in order to verify the information declared in the customs declarations for the import/export of Parcels delivered by the Company, or to confirm the Company’s right to organize the customs clearance procedure, the required documents shall be provided by the Client at their own expense.
5.29 Any customs duties and taxes (including, but not limited to, value added tax, if payable) that the customs representative may incur as a result of actions by customs or other government authorities, or due to the Client's failure to provide the proper list of documents and/or obtain the necessary license or permit, will be charged to the Client. The cost of storage and other expenses that the Company may incur as a result of actions by customs or other government authorities, or due to the Client's failure to provide the proper list of documents and/or obtain the necessary license or permit, shall be paid by the Client.
5.30 When making a purchase, the Client undertakes to provide the Seller (online store) with the individual code provided by the Company, namely — Address 2, and within 1 business day fill in the corresponding field on the Company’s Website or in the mobile application, specifying the tracking number received from the Seller (online store). The indicated Address 2 and tracking number are considered identification numbers for the Client and for the delivery method of their Order.
5.31 In cases where the Company’s foreign warehouse receives a Parcel without any of the aforementioned identification data or with insufficient identification data, making it impossible to associate the Parcel with a specific Client, the Company shall independently choose the method of delivery for that Parcel. If, during or after transportation, the Company is able to identify the owner of the Parcel, the Client undertakes to pay the delivery cost according to the method that the Company actually used for its delivery.
5.32 The Client bears responsibility for the risks associated with the absence, incompleteness, or incorrect provision of Address 2 and the tracking number, as well as for any adverse consequences that may arise as a result. Under this clause, the Client accepts these risks and waives any claims against the Company.
6․ PROCEDURE FOR ACCEPTING PARCELS
6.1 The Client agrees that the Parcel will be delivered by domestic transportation companies in the country where the specific foreign warehouse is located, and that the Company is not responsible for the delivery processes that occur before the Parcel is registered and scanned by the Company. The Company’s responsibility arises only for those Parcels that have been registered, scanned, and displayed in the Client’s personal account. The Company’s liability is limited solely to these Parcels, and it bears no responsibility for any losses or delays occurring before this point or caused by the operations of external transportation companies.
6.2 A Parcel is considered accepted and registered at the warehouse only after it arrives at the warehouse and undergoes the appropriate scanning process. Acceptance of the Parcel at the warehouse is confirmed by its registration in the Company's system after successful scanning.
6.3 The Parcel is weighed from the moment it is registered in the Company’s system. By receiving the Parcel in any way, the Client confirms the accuracy of the indicated weight of the Parcel and waives any claims against the Company regarding the weight of the goods, including any possible discrepancies in weight that may arise during delivery or during inspection of the goods.
6.4 The scanability of the Parcel, including proper packaging and labeling, is the responsibility of the Client. The Client bears responsibility for any inability to scan the Parcel due to insufficient preparation, damaged packaging, or any other factors preventing proper scanning.
6.5 The weight of the Parcel, both at the place of dispatch and at the place of receipt, may vary by up to 100 grams in the upward direction, taking into account possible fluctuations related to packaging, the delivery process, or other reasons. In such cases, despite the change in weight, the service fee does not change and remains the same as initially calculated.
7. COST OF SERVICES AND PAYMENT METHOD
7.1 The Client understands and takes into account that the Company provides services in different countries, each of which has its own national currency. Therefore, in some cases, the delivery cost of an Order or other price quotations may be indicated in US dollars. Payment is made in tenge at the exchange rate set by the National Bank of the Republic of Kazakhstan on the day preceding the day the service is provided, with an additional surcharge of 3% (three percent).
7.2 The Company provides services at the prices set on the Company's Website, unless a different cost for services is established by a written Agreement.
7.3 The cost of services is determined by the tariffs in effect at the time the Order is accepted by the Company.
7.4 The total cost of services payable by the Client is determined for each specific Parcel, based on the exact actual and/or volumetric weight of the Parcel.
7.5 The User is obliged to pay the shipping costs, regardless of whether the order was sent due to a mistake by the seller/sender, or the recipient no longer wishes to receive the parcel.
7.6 The cost of air freight is calculated based on the actual weight of the parcel, except in cases where the cargo is classified as oversized.
If a parcel is considered oversized, the sum of its dimensions exceeds 150 cm, and the volumetric weight is twice the actual weight. Weight is rounded up. The volumetric weight is calculated using the formula: length (cm) * width (cm) * height (cm) / 5000.
7.7 The cost of air and sea delivery services is calculated based on the greater value of the physical and/or volumetric weight.
If a parcel is considered oversized – the sum of its dimensions exceeds 150 cm, and its volumetric weight is twice its actual weight – the weight is rounded up. The volumetric weight is calculated using the formula:length (cm) × width (cm) × height (cm) / 5000.
If there is a discrepancy in the data, the service cost is determined based on the higher volumetric or physical weight of the Parcel as established by the Company, and the Client pays for the delivery service based on the cost calculated by the Company.
7.8 The Client bears full responsibility for the lawful origin of the funds credited to their account. In the event that the Company receives claims from third parties regarding the legality of the deposited amounts, or in the case of a forced refund of such amounts, the Client undertakes to compensate the Company for the losses incurred in the amount of the withdrawn funds. The Company has the right to withhold and not release the goods to the Client until full compensation for the damages has been made.
7.9 The Company reserves the right to suspend the provision of Services, including freezing the ability to manage funds available in your Account, including the delivery and transfer of your Orders, in cases where transactions on your Account raise doubts regarding the origin of funds in the Account or the legal use of the Order. In such cases, the suspension of Services will continue until you ensure the legal origin of the funds in the Account or the purpose of the Order, or complete the relevant procedures stipulated by the legislation of the Republic of Kazakhstan.
7.10 The Company is not liable for payments made using stolen cards, and the Client is not entitled to make any claims against the Company regarding such payments. Any claims from third parties arising under this paragraph shall be handled independently by the Client and must be resolved without the Company’s involvement.
8. PROCEDURE FOR DELIVERING PARCELS TO THE CLIENT
8.1 Parcels are delivered to Clients in one of the following ways:
8.1.1 Delivery to the address provided by the Client,
8.1.2 Pickup of Parcels at the Company’s service points,
8.1.3 Pickup of Parcels from parcel lockers, if the Client has chosen this option.
8.2 The order is received by scanning the QR code provided to the Client by the Company. The QR code is provided exclusively to the Client, and sharing the QR code with third parties may result in negative consequences for which the Client is responsible. The Company is not liable for any issues or damage resulting from the use of the QR code by third parties.
8.3 The Client undertakes to check the integrity of the order upon receipt. In case of any discrepancy in the order, the Client must immediately contact the Company. The Client acknowledges that if this requirement is not fulfilled, they are not entitled to submit any claims or complaints to the Company.
8.4 If, after receiving the order, the Client discovers that the contents of the Parcel do not belong to them, the Client must immediately notify the Company and return the Parcel within five days. Failure to comply with this requirement results in the Client bearing all negative consequences and obligates the Client to compensate the Company for any incurred damage.
9. SUBMISSION OF COMPLAINTS, REVIEW AND COMPENSATION FOR DAMAGES, DISPUTE RESOLUTION
9.1 In the event of an alleged failure or improper fulfillment by the Company of its service obligations, the Users of the Company’s services have the right to submit a written claim or complaint to the Company, including for the purpose of seeking compensation for any damage caused.
9.2 A written claim or complaint regarding non-delivery of a parcel, failure to meet the specified delivery deadline, damage to, or loss of a parcel must be submitted to the Company within 30 calendar days, beginning from the date of delivery of the Parcel or the expiration of the established delivery deadline. If both grounds for calculating the deadline are present, the later date will be considered the expiration date.
9.3 When filing a written claim (complaint), the user of the Company's services must present an identity document, and if the claim (complaint) is filed by a representative, a power of attorney and a copy of the service agreement must also be presented. A copy of the courier service agreement and/or a copy of the receipt and/or a copy of the item's contents list must be attached to the written claim (complaint), as well as evidence confirming the courier operator's violation or improper performance of its obligations under the agreement. If the written claim (complaint) is submitted for compensation for damages, information on the amount of damages must also be attached.
9.4 The written claim (complaint) must include:
9.4.1 The applicant’s (representative’s) name, patronymic, and surname;
9.4.2 The essence of the claim (complaint).
9.5 The Company is obliged to review written claims (complaints) and provide written responses within the timeframes established by the legislation of the Republic of Kazakhstan.
9.6 Any disputes and disagreements arising in connection with the Services shall be resolved through negotiations. If the dispute cannot be resolved through negotiations, the Parties agree to submit all disputes arising in connection with the Services to the Specialized Interdistrict Economic Court of Almaty.
10. LIABILITY OF THE COMPANY
10.1 To the extent permitted by law, the Company and its partners will under no circumstances be liable for any incidental, indirect, punitive or consequential damages, loss of profits or losses arising from loss of data or business interruption in connection with the use of or inability to use the Company Website or the Company's systems, services, content or information, whether based on warranty, contract, tort, tort or other legal basis and regardless of whether the Company was aware of the possibility of such damage. Without prejudice to the foregoing, to the extent permitted by law, you agree that the Company’s total liability for any damages (whether direct or otherwise) or losses, regardless of the nature of the claim or demand, whether based on contract, tort or otherwise, may, at the Company's discretion, be limited to 30,000 (thirty thousand) Kazakhstani tenge.To the extent permitted by law, the remedies available to you under these Terms are exclusive and limited to those expressly provided for herein.
10.2 The Client undertakes to ensure proper packaging of the Parcel. If the Client fails to comply with the packaging requirements, the Company will be released from liability for damage to the parcel.
10.3 The Company is not responsible for damaged items (including smartphones, televisions, computers, laboratory equipment, ceramics, glass, porcelain, lamps, any type of tableware, and other fragile items) unless the outer packaging was damaged during delivery and there is a clear causal link between the external damage to the packaging and the damage to the item.
10.4 The Company is not responsible for damage to or loss of used items.
10.5 The Company is not responsible for any losses resulting from fraudulent actions by the Client or third parties who are not employees of the Company.
10.6 The Company shall not be liable for parcels (or their contents) that are prohibited for shipment/import into the destination country, nor for the absence of mandatory certification, labeling, excise stamps, licenses, declarations, or any other required permits or documentation.
10.7 The Company does not compensate for lost profits or any other indirect losses of the Client.
10.8 In cases where a parcel is lost or damaged, the Company and the Client may enter into an agreement under which:
10.8.1 The Company pays compensation for the lost shipment;
10.8.2 The Client transfers ownership rights to the shipment to the Company.
The compensation paid for the lost item must be returned by the Client to the Company immediately upon the item being found.
10.9 The Company is not responsible for the integrity, conformity, or quality of orders sent to its overseas warehouses, including any defects, damage, or other issues. The Client acknowledges that various risks beyond the Company's control may arise during transportation or storage of the order in the warehouses where it is stored until receipt, and in such cases, the Company will not be liable for any issues that arise.
11. TERMINATION OF LEGAL RELATIONS
11.1 The Client has the right to refuse the Company’s services and/or the Website at any time and to terminate the agreement; however, before making such a decision, the Client must fulfill the following conditions:
11.1.1 Mandatory fulfillment of obligations to the Company
The Client undertakes to fully settle all existing obligations to the Company, including but not limited to: payments, penalties, and other financial liabilities, prior to refusing the services. If the Client fails to fulfill these obligations, the Company has the right to deny termination of the service and/or require the Client to fulfill the outstanding obligations.
11.1.2 Conditions for closing the personal account
The Client’s personal account may be closed only if all obligations, including financial ones, have been fulfilled to the Company. After account termination, the Client will no longer be able to access their personal account or use the Website’s services. To terminate the personal account, the Client must submit a written request to the Company.
11.1.3 Archiving and storage of information
The Client agrees that after termination of his/her personal account, all information related to shipments belonging to the Client, including order history, delivery details, complaints, and other comments, will be stored in the Company's database for up to ten years. This information may be used for purposes stipulated by law or to comply with legal requirements. The Client agrees that this information may not be deleted or destroyed without his/her consent before the expiration of this period.
11.1.4 Account deactivation request
The Client has the right to submit a request to the Company for account deactivation, in which case the ability to use the account will be temporarily suspended. In the event of account deactivation, the Client undertakes to follow the procedures established by the Company, and the account may be suspended for a certain period; however, the Client’s obligations remain in force.
11.2 Submitting an application to terminate the Agreement confirms that the Client refuses the bonuses available in the account and has read the terms for the return of a positive balance. If there are remaining funds in the Client's account at the time of Agreement termination, the amount will be returned to the Client's bank account specified in the written application. The refunded amount cannot be transferred to third parties other than the Client.
12. PERSONAL DATA. ENSURING CONFIDENTIALITY
12.1 The Company’s policy regarding the processing and protection of personal data is publicly available and is permanently posted on the Company’s Website, in accordance with the requirements of the Law of the Republic of Kazakhstan № 94-V “On Personal Data and Their Protection” dated May 21, 2013.
12.2 The User has the right, at any time and voluntarily, to add, delete, and modify their personal data in their Personal Account.
12.3 The User voluntarily consents to the provision, processing, and transfer of their personal data by the Company, confirms that they have fully read, understood, and agree with the Terms of Use of the Website, as well as the Service Provision Terms posted on the Website and the provisions of the public agreement (General Terms and Conditions), and unconditionally accepts them by accessing the Company’s Website, using any of the Website’s services, or uploading as a User any information about themselves, in whole or in part, as well as any other information necessary for the provision of the service.
12.4 The User’s personal data is processed by the Company for the purpose of providing services under the Agreement.
12.5 The Company processes the personal data voluntarily provided by the User in their Personal Account, both by means of software, hardware and technical tools, and without the use of such tools. The User’s personal data is processed for the duration of its placement in the Personal Account.
12.6 When processing the User’s personal data, the Company undertakes to take all measures required by the applicable legislation of the Republic of Kazakhstan to protect it from unauthorized access.
12.7 By granting consent to the processing of personal data, the User agrees to:
12.7.1 The collection, recording, systematization, accumulation, storage, clarification (updating, modification), retrieval, use, transfer (provision, access), anonymization, blocking, deletion, and destruction of personal data by the Company.
12.7.2 The receipt of information from the Company regarding its services, news, and products.
12.8 The User is hereby informed and agrees that their telephone conversations and correspondence with the Company may be recorded for the purpose of monitoring the quality of the Company’s services.