CLIENT INTERACTION POLICY SHATTOF SERVICE

SHATTOF SERVICE - CLIENT INTERACTION POLICY

0. Acceptance of Terms

0.1. This Policy sets out the public terms of interaction with the Service and applies to all Clients without exception.

0.2. Any contact with the Service (a message, a request for information, or the start of any interaction) constitutes full and irrevocable acceptance of the terms below.

0.3. The Service may amend this Policy at any time. Amendments apply to all existing and future relationships with Clients. Continued interaction with the Service after amendments are made constitutes the Client’s agreement to the new version.

1. Definitions

1.1. Service — Shattof Service, the manufacture of items to individual orders.

1.2. Client — a person who has contacted the Service to place an Order, has placed an Order, and/or has paid for the Service’s services.

1.3. Order — a task for the manufacture of an item, confirmed by payment and/or by approval of the technical specification.

1.4. Guarantor — an independent escrow service used on verified forums, ensuring the security of the transaction for both parties.

2. General Provisions

2.1. The Service’s activities are not connected with entering data into government registers, databases, or official information systems.

2.2. Full responsibility for the use of items — including legal and financial responsibility — rests with the Client.

2.3. The purpose for which an item will be used is not requested and must not be disclosed by the Client.

2.4. The Service may refuse service or terminate cooperation without explanation and without prior notice.

2.5. Communication takes place in text format only. Voice messages and in-person meetings are not supported. A phone call is possible only by prior arrangement.

3. Placing an Order

3.1. Before payment, the Client and the Service may discuss and agree on the technical specification, quality, order details, and other preliminary arrangements. A mock-up, however, will not be provided without an open transaction with a Guarantor, or without an advance payment in the case of direct payment.

3.2. Method of payment:

• When using a Guarantor: the full Order amount is deposited up front. All Guarantor fees are paid by the Client.

• With direct payment: the Client pays either the full amount or a 50% advance.

3.3. The Order is considered placed once payment has been made in accordance with clause 3.2 and all data required to develop the mock-up has been provided.

3.4. The item is manufactured based on the Service’s in-house templates. Quality corresponds to the samples provided (photos and videos).

3.5. If the Client wants a specific level of quality that differs from the standard, or has particular detailing requirements, they must describe these clearly and in full in a single message before the mock-up is provided. A change in quality requirements requested after this point may result in a recalculation of the price, since the final price depends on the parameters specified.

4. Turnaround Time

4.1. The Order’s turnaround time and the start of production are counted from the moment the mock-up is approved and confirmed in writing by the Client — regardless of the payment method (via a Guarantor or direct payment) and regardless of when funds were paid.

4.2. The stated timeframes are estimates and are counted in business days (weekends and public holidays are not counted).

4.3. Requests received after 16:00 Moscow time are registered as of the next business day.

4.4. The timeframe may be extended in the following cases: an incomplete or incorrect technical specification, the need for additional approvals, or delays by logistics providers. In such cases the Service bears no responsibility.

4.5. Once production has begun, the Order cannot be cancelled. Any payment already made (advance payment or payment in full) is non-refundable, whether the Order is cancelled on the Client’s initiative or at any other stage — see Section 7 for further detail.

5. The Mock-up: Approval and Its Consequences

This is a key stage — after it, responsibility for the content of the item passes to the Client.

5.1. Before production begins, the Client is provided with a digital mock-up for approval.

5.2. Written confirmation of the mock-up by the Client means that:

• the Client has reviewed and approved every element without exception;

• this constitutes authorization to begin manufacture;

• the mock-up is considered fully approved, and the Order is considered to match the approved requirements.

5.3. The Client’s area of responsibility prior to approval: the Client must check the mock-up in full — all visual, textual, and technical elements — before confirming it.

5.4. Once the mock-up has been approved:

• any further changes are treated as a new Order;

• remarks, errors, or discrepancies that could have been identified during the approval stage are not considered an error on the part of the Service;

• if the result matches the approved mock-up and technical specification, the Order is considered to have been properly fulfilled — even if the outcome does not match the Client’s expectations.

5.5. A manufacturing defect is defined only as a flaw that arose during production and that deviates from the approved mock-up. A mismatch with expectations, where the item formally matches the mock-up, does not constitute a defect. For the procedure for remedying defects, see clauses 6.4–6.5.

5.6. The Guarantor acts as an independent intermediary to ensure a secure transaction between the Service and the Client and does not assess the quality of the item. If specific quality criteria were not clearly and explicitly fixed in the terms of the transaction with the Guarantor beforehand, the Guarantor has no right to intervene in assessing the result. If the Order has been completed and received by the Client, the Guarantor is obliged to confirm the transaction as completed. Any quality requirements the Client wishes to have fixed must be agreed with the Service before the mock-up is provided (see clause 3.5) — not raised after the fact through the Guarantor.

6. Quality Control Before Shipping

6.1. Once the Order is ready, photos and videos of the item are sent to the Client.

6.2. The Client may request additional materials for inspection.

6.3. The Client’s confirmation that the item is ready, based on these materials, is the basis for arranging shipment.

If a Manufacturing Defect Is Identified

6.4. Where a manufacturing defect is confirmed, the Service will remedy the defect — at its own expense or at the Client’s expense (limited to the cost of materials), depending on the cause of the defect. No refund is issued in this case — the defect itself is remedied (by reworking or correction), rather than compensated for in money (see also Section 7).

6.5. The determination of the nature of a defect (a manufacturing defect versus a deviation from the approved mock-up) is made by the Service, based on the available materials and the terms of the approved Order.

6.6. A subjective mismatch with expectations, where the item matches the approved mock-up, is not considered a defect.

6.7. Defects identified after the Order has shipped. Where the Service’s obligations under clause 7.3 are already considered fulfilled (the item has been handed over for delivery), but a manufacturing defect caused by the Service is subsequently confirmed, the obligation to remedy the defect remains. The existence of a defect is determined from the photos and videos provided. Remedying the defect in this case may require the item to be returned to the Service for correction. No refund is provided under any circumstances — only the correction of a confirmed defect.

7. Settlement and Completion of Obligations

7.1. Final settlement by payment method:

• Guarantor: by default, the final release of funds to the Service takes place once the Client confirms receipt of the Order (the item has been physically delivered). The Client may, at their own discretion, confirm the transaction earlier — on the basis of the photos and videos provided showing the finished item, before it is shipped.

• Direct payment: if a 50% advance was paid, the remaining balance is paid by the Client once the readiness of the Order is confirmed (i.e., once photos and videos are provided) — before shipment, since without a Guarantor the Service will not hand over the Order for delivery without payment in full.

7.2. The Client’s confirmation that the item is ready, based on the photos and videos provided, is the basis for arranging shipment (see also clause 6.3).

7.3. The Service’s obligations are considered fully discharged, provided the item matches the approved mock-up and technical specification, from the moment the Order is handed over to the delivery service.

7.4. If the Client does not respond for more than 5 business days after being notified that the Order is ready, the Order is considered fulfilled and the Service’s obligations discharged (see also Section 8 on storage).

7.5. No payment already made is refundable at any stage — whether before production begins, after it begins, or in the event of a confirmed manufacturing defect (see clauses 4.5 and 6.4). The sole exception is the correction of a confirmed defect by way of rework, rather than a refund of funds.

8. Storage of the Finished Item

8.1. The finished item is stored in the warehouse for 5 business days from the date the Client is notified that it is ready.

8.2. If there is no response or confirmation to proceed with shipment within this period, the Service may dispose of the item or otherwise deal with it at its own discretion.

9. Delivery

9.1. Delivery is carried out worldwide, through delivery services agreed with the Client.

9.2. The Client is required to provide complete and accurate delivery details.

9.3. Once the Order has been handed over to a courier service and a tracking number has been issued, the delivery details can no longer be changed.

9.4. Errors in the address, or an inability to receive the Order, release the Service from responsibility for delivery. Remanufacture is charged separately (no refund is issued for the original delivery — see clause 7.5).

9.5. The Service is not responsible for the performance of courier services once the shipment has been handed over to them.

Payment for Delivery

9.6. Delivery is paid for exclusively by the Client.

9.7. Payment is made before the Order is handed over to the shipping company, courier service, postal service, DHL, CDEK, or other logistics provider, or on receipt, depending on the terms and payment methods of the chosen delivery service.

9.8. The method of payment for delivery is agreed with the Client before the Order is shipped.

9.9. The Service does not bear delivery costs and does not act as the payer for transport services.

10. Final Provisions

10.1. The Service may amend this Policy at any time; such amendments apply to all existing and future relationships with Clients.

10.2. The current version takes effect from the moment it is published or posted by the Service.

10.3. Continued interaction with the Service after amendments are made constitutes the Client’s agreement to the new version.

Contacts

• Sole official Telegram: SHATTOF — https://t.me/shattof_offical

• Redirect channel / news and backup channel: SHATTOF SERVICE — https://t.me/shattofservices

• If you are blocked from sending messages or otherwise restricted: SHATTOF BOT — https://t.me/shattofservicebot

The project’s official websites and private channels with photo/video samples are listed in the redirect channel or provided on request via direct message.