Applies to: All persons who purchase and use Agelo AI Services through the Platform, also referred to as "Users" or "Customers"
Relationship with other documents: These Terms supplement the Platform-Wide General Terms of Service (F1) and, together with the Payment Service Description (PSD), the Supplier Agreement (F3), the Privacy Policy (F5) and the Acceptable Use Policy (F6, AUP), constitute the entire agreement. Matters not addressed in these Terms are governed by the General Terms. Where these Terms provide otherwise, these Terms will prevail.

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Table of Contents

• Chapter 1 - Introduction and Scope of these Supplemental Terms
• Chapter 2 - Purchase and Consumption of Credits
• Chapter 3 - Managed Service Consumption
• Chapter 4 - Delivery, Usage Evaluation and Dispute Handling
• Chapter 6 - Refund Rules
• Chapter 7 - Anti-Circumvention
• Appendix A - Cross-References to Other Documents

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Chapter 1 - Introduction and Scope of these Supplemental Terms

Article 1 - Nature of these Supplemental Terms

1.1 These Customer AI Service Terms (the "Customer Terms") are entered into between Agelo Limited (the "Platform" or "Agelo"), a limited company incorporated under the laws of Hong Kong, and you (the "User", "Customer" or "you").

1.2 These Customer Terms supplement the legal relationship governing your use of Agelo AI Services through the Platform, including, without limitation, the purchase of Agelo Credits, requirements clarification by the Buyer Agent, A2A coordination, confirmation of a Resource Estimate, initiation of an Agelo AI Service Consumption, digital delivery, usage evaluation and dispute handling. Rules governing the purchase, use and return of Credits are set out in the Payment Service Description (PSD).

1.3 By selecting "I am a User" during registration and completing the registration process, you will be deemed to have read, understood and agreed to these Customer Terms in full.

1.4 The Platform may amend these Terms after giving reasonable advance notice. A material change affecting Users' rights or interests will take effect only after renewed consent has been obtained from the User.

Article 2 - Governing Law and Jurisdiction

2.1 These Customer Terms, their interpretation, validity and performance, and any dispute arising from them, are governed by the laws of the Hong Kong Special Administrative Region. The parties agree that the courts of the Hong Kong Special Administrative Region will have exclusive jurisdiction at first instance.

2.2 The exclusion of withdrawal rights for customised digital services is governed by the Platform-Wide General Terms of Service (F1 §23).

2.3 Submission of a dispute to arbitration is governed by the Platform-Wide General Terms of Service (F1 §24).

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Chapter 2 - Purchase and Consumption of Credits

Article 3 - Three Fundamental Restrictions on Credits

3.1 The three fundamental restrictions applicable to Agelo Credits - that they may not be transferred between Users, redeemed for fiat currency or used outside the Platform - are governed by the Platform-Wide General Terms of Service (F1 §9.4).

3.2 A breach of those restrictions will be handled in accordance with F1 §9.4.

Article 4 - Purchase of Credits

4.1 A Customer purchasing Agelo Credits through the Platform must make payment through a licensed payment institution engaged by the Platform.

4.1a Credit Package Purchase: Agelo offers Credit packages priced in USD or another currency displayed before checkout. Each package states its total purchase price and the number of Agelo Credits included.

Agelo Credits are closed-loop service-usage units and do not represent a fiat-currency balance, payment account, bank deposit or amount held for an Expert Agent Provider.

4.1b Promotional Pricing and Courtesy Credits: The Platform may offer promotional pricing, discounts, bonus Credits, granted Credits or courtesy Credits. Those offers may carry separate eligibility, expiry, balance-order, refund or other conditions if disclosed at the time of the relevant offer or grant.

4.1c Authenticated Purchase Flow: Creating a Customer account is free. Available Credit packages are displayed through the authenticated Customer interface.

Before a Customer confirms a purchase, the Platform will display the total package price, number of Credits included, applicable expiry information, refund conditions and any package-specific restrictions.

Standard packages may include 20 Agelo Credits for USD 20, 50 Agelo Credits for USD 50, 100 Agelo Credits for USD 100 and 500 Agelo Credits for USD 500. Customers purchase only the fixed packages made available by Agelo and may not load an arbitrary monetary amount.

4.2 To obtain the benefit of liability-shift protections made available by international card networks, the Platform may enable bank security authentication at checkout. The Platform may reject any transaction that does not pass the required authentication.

4.3 The total available Agelo Credits balance in a Customer account may not exceed 2,000 Credits. The Platform may reject or limit a purchase that would cause the available balance to exceed that limit and may adjust other purchase limits in response to risk-management requirements and changes in law.

Article 5 - Expiry Following 12 Months of Inactivity

5.1 The rule under which Agelo Credits expire following 12 months of inactivity is governed by F1 §15.

Article 6 - Balance Enquiries

6.1 Through the Platform dashboard, a User may view available Agelo Credits, Reserved Credits, Metered Interactive Consumption, Managed Service Consumption, released reservations, restored Credits, expiry information and refund records where applicable.

Agelo Credits are solely internal service-usage units recorded by Agelo and do not give the User any right to a specific fiat-currency amount or third-party payment account.

Agelo Credits may be used only for Agelo AI Services supplied by Agelo, including Buyer Agent interactions, model and tool usage, orchestration and managed services involving upstream execution contributed by Expert Agents invoked by Agelo.

Article 6A - Metered Buyer Agent and Standalone AI Usage

6A.1 Certain Buyer Agent interactions and other standalone Agelo AI functionality, including model inference, token usage, tool calls, file analysis and orchestration, may consume Agelo Credits independently of a Managed Service Consumption.

6A.2 Before a User confirms a paid interaction, the Platform will display the applicable number of Credits, estimated Credits, rate or charging basis.

6A.3 Credits applicable to such functionality become Consumed Credits when Agelo supplies the relevant functionality.

6A.4 Credits consumed for such functionality are paid solely to Agelo for Agelo AI Services and are not transferred, allocated or paid to an Expert Agent Provider.

6A.5 If Agelo fails to supply the paid functionality because of a verified system, model, tool or processing failure, Agelo will not permanently consume the affected Credits or will restore the applicable Credits to the User's available Credits.

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Chapter 3 - Managed Service Consumption

Article 7 - Definition of Managed Service Consumption

7.1 A service request for which Agelo generates a Resource Estimate, reserves Credits and delivers Final Deliverables is referred to in this Chapter as a "Managed Service Consumption".

7.2 A Managed Service Consumption is limited to Agelo AI Services and does not include physical goods.

7.3 The Resource Estimate for a Managed Service Consumption, including the estimated number of Agelo Credits, execution models, toolchain, scope and deliverables, is dynamically generated by the Platform's Buyer Agent, orchestration layer and any relevant Expert Agents.

Article 8 - Resource Estimate

8.1 Before a Managed Service Consumption is executed, the Buyer Agent, orchestration layer and relevant Expert Agents will dynamically generate a Resource Estimate covering the Agelo Credits to be consumed, execution models, toolchain and deliverables. As a general recommendation, a single Consumption should be executed within 45 days so that a reasonable period remains available for subsequent usage evaluation or dispute handling.

8.1A The Resource Estimate is prepared, displayed and offered to the User solely by Agelo. Any estimate, capacity assessment or technical input supplied by an Expert Agent is an upstream input used by Agelo and does not constitute a quotation, offer or contractual commitment made by the Expert Agent Provider to the User.

8.2 The Platform may invoke only an Expert Agent that is eligible, available and duly licensed under the Supplier Agreement. The Resource Estimate is dynamically generated jointly by the Buyer Agent, the Platform's orchestration layer and the relevant Expert Agents. It does not constitute an offer, commitment or contract between the User and any Expert Agent Provider.

Agelo may use approved subcontractors, technology providers, workflow suppliers, models, tools and Expert Agents in performing Agelo AI Services. Those parties provide services to Agelo, not to the User, and do not contract with, charge or receive payment from the User.

Article 9 - Reservation of Agelo Credits for Managed Service Consumption

9.1 A Managed Service Consumption is formed once the User confirms the Resource Estimate and applicable service conditions provided by the Platform. That confirmation creates a contract solely between the User and the Platform and does not create any agreement between the User and an Expert Agent Provider.

9.2 The corresponding Agelo Credits will move from the User's available balance to Reserved Credits and may not be used for another purpose before the Consumption is completed, interrupted or cancelled.

9.3 Reserved Credits have not yet been formally consumed. Their reservation does not mean that the User has made final payment for undelivered Agelo AI Services and does not give an Expert Agent Provider any right to a specific Customer payment or immediately create an Available Supplier Service Fee.

Article 10 - Interruption of a Managed Service Consumption and Treatment of Reserved Credits

10.1 If a Managed Service Consumption is interrupted before Agelo delivers the Final Deliverables because of an Expert Agent, model, toolchain, third-party service, Platform system or agreement between the parties, Agelo may re-execute the service, invoke a substitute Agent or release all or part of the Reserved Credits.

10.2 Released Agelo Credits will be restored to the User's available Agelo Credits balance. This is a restoration of status in the Credits ledger and is not a repayment of money by an Expert Agent Provider.

10.3 Following Agelo's delivery of the Final Deliverables, the return of Credits, a refund to the original payment method and dispute handling are governed by Articles 12 to 19, Article 26 of F1 and the Payment Service Description. This Article does not restrict any right conferred by applicable law or card-network rules.

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Chapter 4 - Delivery, Usage Evaluation and Dispute Handling

Article 11 - Delivery of Final Deliverables by Agelo to the Customer

11.1 Any intermediate output generated or supplied by an Expert Agent must first be submitted to Agelo's orchestration layer for any necessary orchestration, formatting, policy review, storage and delivery. Final Deliverables provided to a User must be delivered by Agelo, and Agelo will issue the usage-evaluation notice. An Expert Agent Provider does not deliver work directly to the User.

When Agelo completes delivery of the Final Deliverables and records the delivery timestamp, the relevant Reserved Credits will become Consumed Credits in accordance with the Resource Estimate. At the same time, Agelo may record the corresponding Pending Supplier Service Fee under the Supplier Compensation Policy.

Article 12 - Seven-Day Usage-Evaluation Period

12.1 Commencement Upon Agelo's Digital Delivery: After Agelo has delivered the Final Deliverables and notified the User, the User will have a seven-day usage-evaluation period in which to review the execution of the Agelo AI Service Consumption. The seven-day period begins at the server timestamp at which Agelo issues the usage-evaluation notice through the system.

12.2 During the usage-evaluation period, the User may:

• (a) click the "Confirm Completion" button to expressly confirm completion of the Agelo AI Service Consumption;
• (b) use the "Request Re-execution" function in the dashboard to request re-execution or adjustment from Agelo, after which Agelo will determine whether to invoke the original Expert Agent, a substitute Agent, a model or a toolchain;
• (c) submit a dispute complaint against Agelo through the dedicated dashboard channel or Platform customer support and thereby commence the dispute-handling procedure; or
• (d) take no action, in which case the system will automatically deem the Agelo AI Service Consumption completed upon expiry of the seven-day period.

12.3 No Direct Customer-Facing Modification Obligation of an Expert Agent Provider: The obligation to re-execute, adjust or remedy the Services arises within the service relationship between the User and the Platform. An Expert Agent Provider has no direct obligation to respond to the request, but may be required, following notice from Agelo under the Provider Agreement, to provide technical explanations or logs or to correct its Agent contribution.

12.4 The seven-day usage-evaluation period is a mandatory fixed period and may not be varied for an individual Agelo AI Service Consumption.

12.5 Where the User requests re-execution under Article 12.2(b), Agelo will distinguish between:

• (a) Remedial re-execution: where the original delivery objectively failed to satisfy the confirmed Resource Estimate or Specification, Agelo will determine whether to invoke the original Expert Agent, a substitute Agent, a model or a toolchain. As a general rule, no additional Agelo Credits will be charged, except for non-recoverable third-party costs expressly disclosed in the Resource Estimate.
• (b) Change of requirements: where the User requests the addition, removal or alteration of deliverables beyond the original Resource Estimate, Agelo may generate a new Resource Estimate and reserve additional Agelo Credits after the User confirms it.

The maximum number of re-executions and the applicable conditions must be shown in the Resource Estimate. The number of requests may not exceed the stated limit. If the result remains incomplete after that limit is reached, the execution result of the Agelo AI Service Consumption will be treated as having failed the usage evaluation, and the Platform may commence the dispute-handling procedure.

Article 13 - Automatic Completion

13.1 If the User neither confirms completion nor raises an objection within seven days, the system will automatically deem the Agelo AI Service Consumption completed.

13.2 Automatic completion has confirmatory effect in relation to the completed status of the Agelo AI Service Consumption. The User may not subsequently seek to reverse completion or obtain a refund solely on the ground that the User did not actually use the Agelo AI Services or was unfamiliar with operation of the Platform.

Article 14 - Submission of a Customer Complaint

14.1 A User may submit a Customer Complaint to Agelo concerning a Resource Estimate, reservation or consumption of Credits, execution, delivery, a technical error, re-execution, return of Credits or refund relating to Agelo AI Services.

14.2 A complaint must be submitted in writing and state:

• (a) the Agelo AI Service Consumption reference number;
• (b) the grounds of complaint and an explanation comparing those grounds with the Resource Estimate or delivery result;
• (c) verifiable supporting evidence; and
• (d) the remedy requested.

14.3 The User's right to complain arises from the Agelo AI Services contract between the User and Agelo. Under these Terms, the User has no right to require a Provider directly to issue a refund, pay damages, adjust Supplier Service Fees or perform an obligation under the Provider Agreement.

Article 15 - Acceptance and Investigation of a Customer Complaint

15.1 A User may submit a Customer Complaint through the Platform dashboard, the official customer-support email address or another formal channel published by Agelo.

15.2 Agelo will create a case record stating the grounds of complaint, evidence, processing status, outcome and remedy provided.

15.3 To determine whether Agelo performed the customer-facing Services in accordance with the Resource Estimate, Agelo may review Buyer Agent/Expert Agent A2A logs, model and tool records, Provider technical explanations, Platform error records, payment records and Final Deliverables.

15.4 If the complaint materials are incomplete but the case can still be identified, Agelo may require the User to supply the missing information within a reasonable period. Where an unauthorised payment, duplicate charge, fraud or account takeover is involved, Agelo may take necessary interim measures on the basis of the information then available.

Article 16 - Decision and Remedy on a Customer Complaint

16.1 By reference to the grounds of the Customer Complaint, the Resource Estimate, Specification, execution and delivery records and other objective evidence, Agelo may determine that the complaint is upheld in full, upheld in part or rejected.

16.2 Agelo may provide one or more of the following outcomes:

• (a) maintain the original completed status;
• (b) re-execute the Services;
• (c) use a substitute Expert Agent, model or tool;
• (d) return all or part of the Agelo Credits;
• (e) issue a full or partial refund to the original payment method; or
• (f) provide another reasonable remedy.

16.3 If Agelo returns Credits or issues a refund to the Customer and the corresponding finalized Expert Agent usage or Eligible Expert Work Units are reduced, Agelo will separately adjust Supplier Service Fees under the Supplier Compensation Policy. The adjustment to Supplier Service Fees is not the subject matter of the Customer Complaint, and the Customer acquires no right to those Supplier Service Fees.

16.4 Agelo will notify the User of the outcome of the Customer Complaint, the remedy provided and the principal reasons. Supplier Service Fees, the details of a Provider Appeal and the Provider's commercial information are not information to which the User is automatically entitled under law or these Terms.

Article 17 - Further Remedies Available to a Customer Against Agelo

17.1 A User that disputes Agelo's final decision on a Customer Complaint may seek arbitration, litigation or another remedy available under law in relation to the individual service dispute between the User and Agelo, in accordance with Article 24 of F1.

17.2 Agelo is the contractual counterparty in the preceding procedure. An Expert Agent Provider does not automatically become a party to a customer-service dispute between the Customer and Agelo merely because Agelo used that Provider's Agent contribution.

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Chapter 6 - Refund Rules

Numbering note: The source document proceeds directly from Chapter 4 to Chapter 6. The original numbering has been retained.

Article 18 - Refund Principles

18.1 An unused balance in a User's Agelo Credits account may remain available for continued use within the Platform, including application toward the next Agelo AI Service Consumption.

18.1a Promotional, granted, bonus or courtesy Credits may be subject to separate expiry or refund restrictions if those restrictions were disclosed when the relevant Credits were issued.

18.1b Where a refund of unused purchased Credits is permitted under the refund conditions disclosed at purchase, approved by Agelo or required by applicable law, the refund will be made only through the original payment method to the credit card originally used by the User.

18.2 The Platform does not provide any functionality for withdrawing funds to a bank account. A User may not request that an Agelo Credits balance be transferred to another account, converted into cash or refunded through any channel other than the original payment method.

18.3 This structure is necessary to maintain the closed-loop operating model of Agelo AI Services, under which the issuance and consumption of Agelo Credits and the provision of Agelo AI Services form a closed cycle.

Article 19 - Refund Procedure and Independence from Supplier Service Fees

19.1 The calculation, original payment method, processing period and restrictions applicable to a return of Credits or refund are governed by Article 26 of the Platform-Wide General Terms of Service and the Payment Service Description. A return of Credits or refund by Agelo to a User constitutes Agelo's performance of its customer-facing service and Merchant of Record obligations and is not conditional on whether Supplier Service Fees are sufficient to absorb a corresponding adjustment or whether a Provider Appeal has been completed.

19.1a A monetary refund is not automatic and will be assessed by Agelo under the Customer Complaint procedure, the refund conditions disclosed at purchase, the Payment Service Description and applicable law.

19.2 A refund to the original payment method will be processed by Agelo or its payment partner. A Provider has no obligation under the Customer Terms to issue a refund directly to a User. Any supplier-fee adjustment between the Provider and Agelo is handled separately under the Provider Agreement.

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Chapter 7 - Anti-Circumvention

Article 20 - Anti-Circumvention

20.1 A User must not use non-public information obtained through the Platform to contact, solicit or pay an Expert Agent Provider directly for the purpose of circumventing Agelo AI Services, Platform pricing, the use of Agelo Credits or risk-control mechanisms. Any service complaint, refund request or dispute must be submitted by the User to Agelo.

20.2 An Expert Agent Provider has no authority to settle with a User or promise a refund on behalf of Agelo.

20.3 If a breach of this Article causes loss to the Platform, the Platform may claim damages from you.

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Appendix A - Cross-References to Other Documents

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End of Document