Terms and Conditions of Use

1.1 Acceptance. These Terms and Conditions (the "Terms") govern the access to and use of Sapiens CRM (the "Service"), a Software-as-a-Service ("SaaS") platform operated by Horus Media Limited, a company incorporated in Hong Kong with registered office at Flat 5, 4/F, Won Hing Building, 74–78 Stanley Street, Central, Hong Kong (the "Company", "Horus Media", "we", "our" or "us"). By accessing or using the Service, you (the "Client", "Customer" or "you") acknowledge that you have read, understood and accepted these Terms and agree to be legally bound by them.

1.2 Relationship with Horus Media Terms. These Terms supplement and form an integral part of the general Terms and Conditions, Privacy Policy, Cookie Policy and Refund Policy of Horus Media Limited, published at https://www.horusmediasolution.com. In case of conflict between these specific Sapiens CRM Terms and the general Terms of Horus Media Limited, these specific Terms prevail with respect to the Service. For any matter not expressly regulated by these Terms, the general Terms and Conditions of Horus Media Limited apply.

1.3 Eligibility. By accepting these Terms, you represent that: (a) you are at least 18 years old or the age of majority in your jurisdiction; (b) you have full legal capacity to enter into a binding contract; (c) if you act on behalf of a legal entity, you have the authority to bind it; (d) you are not subject to any international sanctions and are not located in a sanctioned country.

1.4 Language. These Terms are drafted in English. Any translation is provided for convenience only; in case of conflict, the English version prevails.

2.1 Service description. Sapiens CRM is a cloud-based customer relationship management platform that allows the Client to manage its own business activities through the following functionalities:

1. Client management — Database of contacts, leads, customers and prospects, including notes, history of interactions and relationship status;
2. Subscription management — Tracking of recurring services sold by the Client to its own end-customers, with renewal dates and billing status;
3. Email management — Sending, scheduling and tracking of business emails to the Client's contacts;
4. Appointment management — Calendar, scheduling, reminders and confirmation of appointments with the Client's contacts;
5. Accounting documents archive — Digital storage and organisation of invoices, receipts, contracts and other accounting documents related to the Client's business activity.

2.2 Software-as-a-Service. The Service is provided as a SaaS solution, accessible via the subdomain https://sapienscrm.horusmediasolution.com. No software is installed on the Client's devices. Horus Media is responsible for hosting, maintenance, updates and security of the platform.

2.3 No substitute for professional advice. Sapiens CRM is a software tool that supports the Client in organising its business activities. It does NOT constitute, nor replace, accounting, tax, legal, financial or any other professional advice. The Client remains solely responsible for the management of its business, its fiscal position and its legal compliance.

3.1 Independent business. The Client uses Sapiens CRM exclusively for the management of its own business activities. The Client is an independent business entity and is NOT:

1. a partner, agent, employee, representative, affiliate or subsidiary of Horus Media Limited;
2. authorised to make any representation, warranty or commitment in the name of Horus Media;
3. part of, or controlled by, Horus Media in any form.

Conversely, Horus Media does NOT act on behalf of the Client and is NOT responsible for the Client's business activities, decisions, products, services, customers or end-users.

3.2 Sole responsibility for fiscal position. The Client is solely and exclusively responsible for:

1. its own fiscal, tax and accounting position in its country of establishment and in any other jurisdiction where it operates;
2. all tax declarations, payments and obligations arising from its business activity;
3. the issuance of invoices to its own customers;
4. compliance with VAT, GST, sales tax, income tax and any other applicable tax obligations;
5. the proper preservation and storage of accounting and tax records as required by the laws applicable to the Client.

Horus Media does NOT provide any accounting, tax, bookkeeping, fiscal or advisory service of any nature and is not liable for any tax assessment, penalty, sanction or claim made by tax authorities against the Client.

4.1 Information required. To activate the Service and to enable proper invoicing, the Client must provide the following accurate and up-to-date information:

1. First name;
2. Last name;
3. Tax identification number / fiscal code (codice fiscale or equivalent);
4. Complete postal address (street, city, postal code, country);
5. A valid contact email address;
6. Any additional information required for tax compliance under the laws applicable to the Client (e.g. VAT number for EU business customers).

4.2 Accuracy. The Client warrants that all information provided is true, accurate, complete and up-to-date, and undertakes to notify Horus Media of any change within 15 days at support@horusmediasolution.com.

4.3 Processing of personal data. Personal data provided for activation and billing is processed in accordance with the Privacy Policy of Horus Media Limited, available at https://www.horusmediasolution.com.

5.1 Subscription fee. The Service is provided against payment of a subscription fee of EUR 150 (one hundred and fifty euros) per quarter (three-month period), exclusive of any applicable taxes, duties or government levies.

5.2 No automatic renewal. THE SUBSCRIPTION DOES NOT RENEW AUTOMATICALLY. No automatic charge is made to the Client's payment card, bank account or any other payment instrument. It is the sole responsibility of the Client to actively renew the subscription by making a new payment before the expiry of the paid period.

5.3 Accepted payment methods. The Client may pay the subscription fee using:

1. Bank transfer (SEPA or international wire) to the bank account communicated by Horus Media; or
2. Credit/debit card processed through Airwallex (see Section 6).

No other payment methods are accepted.

5.4 Payment terms. Each payment covers a three-month subscription period starting from the activation date (or, for renewals, from the day following the expiry of the previous paid period). Payment must be received by Horus Media in full and cleared funds before the start of the new period.

5.5 Invoicing. Horus Media issues an invoice for each payment received, sent electronically to the email address provided by the Client.

6.1 Independent payment processor. Card payments are processed by Airwallex, an independent, third-party regulated payment service provider engaged by Horus Media. Airwallex is NOT a partner, agent, joint venturer or affiliate of Horus Media.

6.2 Regulatory status. Airwallex is duly authorised and regulated as a payment service provider in the applicable jurisdictions (Airwallex (Hong Kong) Limited — MSO licensed by HK Customs and Excise; Airwallex (UK) Limited — authorised by the FCA; Airwallex (Netherlands) B.V. — authorised by DNB).

6.3 PCI-DSS. Card data (PAN, CVV, expiry date) is processed directly by Airwallex through a PCI-DSS Level 1 certified environment. Horus Media never receives, sees or stores full card numbers or CVV codes.

6.4 Airwallex's own terms. The Client's use of Airwallex is additionally subject to Airwallex's terms of service and privacy notice, available at https://www.airwallex.com.

6.5 No stored payment credentials. Horus Media does NOT store the Client's payment instrument details for the purpose of future charges. Each renewal payment must be initiated manually by the Client.

7.1 Grace period (7 days). If the Client fails to make a renewal payment by the expiry date of the paid period, the Client benefits from a grace period of seven (7) calendar days during which the Service remains active.

7.2 Suspension of the account. If the renewal payment is not received within seven (7) calendar days from the expiry date, Horus Media will suspend access to the Client's account. During suspension:

1. The Client cannot log in or use the Service;
2. The Client's data remains stored on our servers and is not deleted;
3. The account can be reactivated immediately upon receipt of the renewal payment.

7.3 Archiving of the account. If the Client does NOT regularise the payment within thirty (30) calendar days from the expiry date, Horus Media reserves the right, at its sole discretion, to archive the Client's account. Archiving may include:

1. Permanent removal of the Client's data from the active environment;
2. Anonymisation or deletion of the Client's content;
3. Termination of the contractual relationship.

7.4 Reactivation after archiving. If the account is archived, the Client may request reactivation by contacting support@horusmediasolution.com. Horus Media may, at its sole discretion, accept or refuse the reactivation request. Restoration of archived data is NOT guaranteed and may be subject to additional fees.

7.5 Data export before archiving. The Client is responsible for downloading and exporting its own data before any suspension or archiving. Horus Media is not liable for any data loss occurring after the 30-day archiving period.

8.1 Sole responsibility. The Client is the sole and exclusive controller (within the meaning of Art. 4(7) GDPR and equivalent provisions of UK GDPR and Hong Kong PDPO) of any personal data, content, information or material that the Client inserts, uploads, stores, processes or transmits through Sapiens CRM (collectively, "Client Data"). Horus Media acts as a mere data processor of such Client Data on behalf of the Client, in accordance with the Privacy Policy and any Data Processing Agreement entered between the parties.

8.2 Lawful collection and processing. The Client represents and warrants that:

1. All Client Data has been collected, obtained and processed in full compliance with the laws of the jurisdiction(s) in which the Client has collected or processed such data, including but not limited to data-protection laws (EU GDPR, UK GDPR, Hong Kong PDPO, CCPA and any other applicable law);
2. The Client has obtained all necessary legal bases, consents, notices and authorisations from the data subjects to lawfully collect, process and store such data, and to transfer it to Horus Media as data processor;
3. The Client has provided its own data subjects with all required privacy notices and disclosures;
4. The Client has the right to use, store and process Client Data through Sapiens CRM.

8.3 Lawful use of the Service. The Client undertakes NOT to use Sapiens CRM to:

1. store, process or transmit unlawful, fraudulent, defamatory, obscene, infringing or harmful content;
2. send unsolicited commercial communications (spam) in breach of applicable e-Privacy laws (EU Directive 2002/58/EC, UK PECR, Italian Codice della Privacy, etc.);
3. process special categories of personal data (Art. 9 GDPR — racial origin, political opinions, religion, health, biometric/genetic data) without a valid legal basis and appropriate safeguards;
4. process personal data of minors without verified parental consent where required;
5. violate any third-party right (including intellectual property, image, voice or privacy rights).

8.4 Indemnification. The Client shall indemnify, defend and hold harmless Horus Media from any claim, fine, damage, loss or expense (including reasonable legal fees) arising out of or in connection with: (a) Client Data inserted in Sapiens CRM; (b) the Client's breach of this Section 8; (c) any complaint, investigation or sanction issued by a data protection authority or other competent body against Horus Media as a result of the Client's conduct.

9.1 Privacy Policy. The processing of personal data in connection with the Service is governed by the Privacy Policy of Horus Media Limited, published at horusmediasolution.com/privacy--policy-page, which is fully applicable to the Service and is incorporated into these Terms by reference.

9.2 Cookie Policy. The use of cookies and similar technologies on the Sapiens CRM platform is governed by the Cookie Policy of Horus Media Limited, published at horusmediasolution.com/cookies-police-page, fully applicable to the Service.

9.3 Refund Policy applicable to Sapiens CRM.

Refunds for the Service are governed by the Refund Policy of Horus Media Limited, published at horusmediasolution.com/refund-policy, as supplemented and adapted by the following specific rules:

(a) Activation and immediate access. Upon successful payment, the Client receives immediate access to the Service for the full quarterly subscription period. The Service is therefore considered an "immediate performance" digital service.

(b) Consumer right of withdrawal — 14 days (EU/UK Consumers only). If the Client is a Consumer domiciled in the EU or UK, the 14-day right of withdrawal under Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013 applies, with the following clarifications:

(i) BY ACTIVATING THE SERVICE AND BEGINNING TO USE SAPIENS CRM (login, data entry, sending emails, scheduling appointments, uploading documents or any other active use) WITHIN THE 14-DAY PERIOD, THE CONSUMER EXPRESSLY CONSENTS TO IMMEDIATE PERFORMANCE AND ACKNOWLEDGES THE LOSS OF THE RIGHT OF WITHDRAWAL pursuant to Article 16(m) of Directive 2011/83/EU.

(ii) If the Consumer has NOT yet used the Service, the Consumer may withdraw within 14 days from the activation date by sending a written notice to support@horusmediasolution.com. In such case, the full quarterly fee will be refunded within 14 days via the original payment method.

(c) Business Customers — no withdrawal right. For Business Customers (legal entities, sole traders, freelancers acting in the course of their business), the consumer right of withdrawal does NOT apply. Once payment has been made and the quarterly subscription has been activated, the fee is non-refundable.

(d) No pro-rata refund for unused time. Once a quarterly subscription period has started, no pro-rata refund is due for any unused time within that period, regardless of the reason (including Client's voluntary cessation of use, account suspension for non-payment, or non-renewal). The Client retains full access to the Service until the natural expiry of the paid period.

(e) Service defects or non-conformity. If the Service is materially defective, faulty or does not conform to the description of functionalities set out in Section 2.1, the Client must notify Horus Media in writing at support@horusmediasolution.com within 14 days of discovery, with reasonable details and supporting evidence. Horus Media will, at its discretion:

(i) repair, fix or re-perform the Service free of charge within a reasonable timeframe; or

(ii) issue a partial or full refund proportional to the period during which the Service was unavailable or non-conforming.

(f) Suspension or archiving for non-payment. No refund is due in case of account suspension or archiving resulting from the Client's failure to renew the subscription in accordance with Section 7.

(g) Chargebacks. Before initiating a chargeback with the card issuer, the Client agrees to contact Horus Media first at support@horusmediasolution.com to seek an amicable resolution. Initiating a chargeback for a transaction that does not qualify for a refund under this Section 9.3 may be treated as a material breach of these Terms and may result in: (i) suspension or termination of the account; (ii) recovery of the chargeback amount plus any related fees imposed by the card scheme or Airwallex; (iii) where appropriate, legal action.

(h) Mandatory consumer rights. Nothing in this Section 9.3 limits or excludes any non-waivable statutory rights granted to Consumers under EU Directive (EU) 2019/770, the UK Consumer Rights Act 2015 or other applicable consumer-protection laws.

(i) Refund process. All refund requests must be sent to support@horusmediasolution.com with: order/invoice number, date of payment, reason and supporting evidence. Horus Media will acknowledge the request within 5 business days and resolve it within 14 business days. Approved refunds are processed via Airwallex to the original payment method, or via bank transfer if payment was originally made by wire.

9.4 Data Processing Agreement. Where the Client acts as data controller and Horus Media as data processor with respect to Client Data, a Data Processing Agreement ("DPA") pursuant to Art. 28 GDPR is made available upon request and forms an integral part of these Terms.

10.1 Best efforts. Horus Media uses commercially reasonable efforts to keep the Service available 24/7. However, the Service may be temporarily unavailable for planned maintenance, security updates, infrastructure changes or causes outside our reasonable control. Where reasonably practicable, advance notice of planned downtime will be provided via email or in-app notification.

10.2 No specific uptime guarantee. Unless otherwise expressly agreed in writing in a separate Service Level Agreement (SLA), no specific uptime percentage is guaranteed.

10.3 Technical support. Technical support is provided via email at support@horusmediasolution.com during business hours (Monday–Friday, 9:00–18:00 CET, excluding public holidays). Response times are typically within 2 business days.

10.4 Third-party dependencies. The Service may rely on third-party platforms (hosting providers, email delivery services, payment processors, etc.). Horus Media is not responsible for outages, policy changes or modifications of such third-party services, but will use reasonable efforts to restore the Service promptly.

11.1 Horus Media IP. All intellectual property rights in Sapiens CRM, including the software, source code, design, user interface, documentation, trademarks, logos and "Sapiens CRM" name, are and remain the exclusive property of Horus Media or its licensors. No rights are transferred to the Client other than the limited licence set out in Section 11.2.

11.2 Licence to use. Subject to full payment of the Fees and compliance with these Terms, Horus Media grants the Client a personal, limited, revocable, non-exclusive, non-transferable and non-sublicensable licence to access and use the Service for the Client's internal business purposes, for the duration of the subscription.

11.3 Client Data ownership. The Client retains all rights, title and interest in and to the Client Data inserted in Sapiens CRM. Horus Media obtains only the limited rights necessary to host, store, process and make available the Client Data for the purpose of providing the Service.

11.4 Restrictions. The Client shall NOT: (a) copy, modify, reverse-engineer, decompile or create derivative works of the Service; (b) resell, rent or sublicense access to the Service to third parties; (c) use the Service to build a competing product; (d) remove proprietary notices; (e) use automated tools to access the Service beyond authorised use.

12.1 Term. These Terms become effective upon acceptance and remain in force for the duration of the subscription, including renewals.

12.2 Termination by the Client. The Client may terminate the Service at any time by ceasing to renew the subscription. No additional notice is required.

12.3 Termination by Horus Media. Horus Media may suspend or terminate the Service with immediate effect if: (a) the Client breaches these Terms or the AUP of Horus Media; (b) the Client fails to pay the subscription fee within the timeframes set out in Section 7; (c) we have reasonable grounds to suspect fraud, money laundering, sanctions breach or unlawful use of the Service; (d) continuation of the Service would expose Horus Media to legal, regulatory or reputational risk; (e) requested by a competent authority or by Airwallex.

12.4 Effects of termination. Upon termination: (a) the Client's access to the Service ceases; (b) the Client must download and export its Client Data before the archiving deadline set out in Section 7.3; (c) all Fees accrued up to termination remain due; (d) Sections that by their nature should survive (IP, confidentiality, liability, indemnity, data protection, governing law) survive termination.

13.1 Limitations. To the maximum extent permitted by applicable law and except as expressly provided otherwise:

1. Horus Media shall not be liable for any indirect, consequential, special, incidental, punitive or exemplary damages, nor for loss of profits, revenue, goodwill, business opportunities or anticipated savings;
2. Horus Media's aggregate liability arising out of or in connection with the Service in any twelve (12)-month period shall not exceed the total Fees paid by the Client to Horus Media for the Service in that period;
3. Horus Media is not liable for any loss or damage caused by Client Data, the Client's use of the Service, the Client's business activities, the Client's tax/fiscal position, or third-party services on which the Service relies.

13.2 Carve-outs. Nothing in these Terms shall exclude or limit any liability that cannot be excluded or limited under applicable mandatory law (death, personal injury, fraud, gross negligence, non-waivable consumer rights).

14.1 Data export during active subscription. The Client may, at any time during the active subscription, export its Client Data through the export functionalities provided by the Service (in standard formats such as CSV, JSON or PDF).

14.2 Data export upon termination. Upon termination, the Client has thirty (30) days to download and export its Client Data before any archiving or deletion under Section 7.3.

14.3 Assistance. Upon written request to support@horusmediasolution.com and where technically feasible, Horus Media may assist the Client in the migration of its data to another provider. Additional fees may apply for non-standard export requests.

15.1 Governing law. These Terms are governed by, and construed in accordance with, the laws of Hong Kong, without regard to its conflict-of-laws rules.

15.2 Jurisdiction (Business Customers). For Business Customers, any dispute arising out of or in connection with these Terms shall be submitted to the exclusive jurisdiction of the courts of Hong Kong.

15.3 Consumers — protection of mandatory rights. If the Client is a Consumer domiciled in the European Union or in the United Kingdom: (a) such Consumer additionally benefits from the protection of mandatory consumer-protection laws of the country of habitual residence; (b) such Consumer may bring proceedings before the courts of the country of habitual residence (Art. 18 Brussels I bis Regulation; UK CJJA 1982). EU Consumers may also use the European Online Dispute Resolution platform: ec.europa.eu/consumers/odr/.

For any matter not expressly regulated by these Terms (including but not limited to: AML, sanctions, anti-bribery, force majeure, confidentiality, indemnification, communications and notices, amendments, severability, assignment and dispute resolution), the general Terms and Conditions of Horus Media Limited, published at horusmediasolution.com/terms--condition-page, apply in full and form an integral part of these Sapiens CRM Terms.

For any question, support request, refund request or legal communication relating to Sapiens CRM, please contact: