Acceptable Use Policy

Use we welcome

We welcome the following use of the Site:

• Browsing the curated wings and product pages.
• Placing direct and deposit + balance orders for your own personal wardrobe (wish orders are paused for new purchases — see Terms §4).
• Submitting curated-sourcing requests for pieces you genuinely wish to wear.
• Saving an address book, tracking your own orders, and contacting concierge.
• Sharing a product page on social media with a link back to the Site.
• Linking to the Site from a personal blog or fashion editorial.

Reselling and commercial use

Orders placed on the Site are for the purchaser's own use. The following are not permitted without our prior written consent:

• Placing orders with the intent to resell on secondary marketplaces (Vinted, eBay, Depop, Mercari, Xianyu, Carousell, etc.) at retail or above-retail.
• Bulk orders that depart from one-piece-per-size personal-use patterns.
• Operating a re-shipping or "buying agent" business on top of our service.
• Using the Site as a wholesale procurement channel.

We may decline or cancel orders that we reasonably determine to be for resale, close accounts that repeatedly attempt resale orders, and issue partial refunds where we have already incurred unrecoverable costs (see §11 of the Terms of Service). Before cancelling an order or closing an account on resale grounds, we notify you in writing of the specific evidence and give you at least seven days to respond, unless we reasonably believe immediate action is needed to prevent fraud or sanctions violation.

Customs, duties, and sanctions

You are the importer of record for every international shipment. The following are strictly prohibited:

• Asking or instructing us to undervalue, mislabel, or split a parcel to evade customs.
• Asking us to declare goods as a "gift" or "sample" when they are neither.
• Asking us to ship to an address in a country or to a recipient that is the subject of a US, EU, or UK sanction applicable to us.

We will decline any such request and may cancel the underlying order without further obligation.

Payment, fraud, and chargebacks

You may pay only with a payment method that you are entitled to use and that you have authority to authorise. The following are prohibited:

• Use of stolen, cloned, or unauthorised payment instruments.
• Coordinated multi-account creation to abuse promotional pricing, first-order discounts, or wish thresholds.
• Friendly-fraud chargebacks (disputing a transaction with your card issuer where the goods were in fact delivered or services rendered).
• Wardrobing: ordering a piece, wearing it, and returning it for a full refund with no defect. We treat wardrobing as a breach only where we can substantiate it (visible wear beyond reasonable inspection, fragrance traces, alteration). Your EU and UK 14-day withdrawal right is not affected, subject to the diminished-value rule in Art. 14(2) of Directive 2011/83: where the return shows handling beyond what was needed to establish the nature and functioning of the goods, we may deduct the proportionate diminished value rather than refuse the refund.

We may block, suspend, or close any account engaged in the above and may refer cases of credit-card fraud to law enforcement and to the card networks.

Content you submit

When you contact concierge, file a return, leave feedback, upload a photograph in a sourcing request, or otherwise submit content to the Site, you grant VivyVeil LLC a non-exclusive, worldwide, royalty-free, non-transferable licence to use that content solely to operate and improve the Site and your account.

The licence is not sub-licensable except that we may share content with our hosting, image-delivery, and email sub-processors (see Privacy Policy §5) strictly to operate the Site. It terminates when you close your account or delete the content, except for material we have already used (an email sent, a backup made before closure, retention logs). We do not use customer-submitted content for training AI or machine-learning models, for behavioural advertising, or for any purpose outside operating the Site. Any new purpose would require your explicit opt-in.

You may not submit content that is:

• Unlawful, harassing, defamatory, threatening, hateful, or sexually explicit.
• Infringing on a third party's copyright, trademark, or other intellectual-property right.
• Containing the personal data of a third party who has not consented.
• Containing malware, exploit payloads, or links to known malicious sites.

We may remove any such content and may suspend the submitting account.

Site integrity

You may not:

• Probe, scan, or test the Site or our infrastructure for vulnerabilities without prior written authorisation.
• Bypass, attempt to bypass, or interfere with any authentication, rate-limit, bot-protection, or access-control mechanism.
• Scrape product images, our product copy (the editorial descriptions, styling notes, and curation captions we author for each piece), pricing data, or atelier information at scale (including via automated tools, headless browsers, or rotating proxies) for republication or for the purposes of a competing service. "Atelier information" for the purpose of this clause means the atelier identifiers, contact channels, production-line metadata, materials disclosures, and exclusivity arrangements we surface on the Site — including any inference or reconstruction of these from the Site even if not stated as such.
• Reverse-engineer or attempt to derive the source of the Site's compiled JavaScript except as expressly permitted by mandatory law.
• Use the Site's email, support, or sourcing-request systems to send bulk unsolicited communications.

Responsible-disclosure of a security vulnerability is welcomed at support@vivyveil.com with subject prefixed "SECURITY:".

Harassment and respect

Our concierge, sourcing, and support teams are humans. Verbal abuse, threats, slurs, sexual harassment, or persistent bad-faith escalation directed at any member of our team is grounds for immediate account closure and, where threats are credible, referral to law enforcement.

Enforcement

Where we determine that this AUP has been violated, we may take any combination of the following measures proportionate to the violation:

• Warn the account holder in writing.
• Decline, hold, or cancel an order.
• Suspend the account temporarily.
• Close the account permanently and refuse future registrations or orders.
• Withhold a refund to the extent permitted by applicable law and only to the extent needed to recover costs actually incurred as a result of the violation. On request, we provide a written line-by-line breakdown of any withheld costs within five business days.
• Report unlawful conduct (fraud, customs evasion, sanctions violation, credible threats) to law enforcement and relevant networks.

Where we close an account, we explain why by email unless doing so would prejudice a fraud or law-enforcement investigation.

Changes to this Policy, governing law, and dispute resolution

Changes to this Policy follow the same mechanism as the Terms of Service: minor changes take effect on posting; material changes are emailed to account holders with at least fourteen days' notice and, where mandatory consumer law requires it, need your explicit acceptance at next sign-in. See Terms §17.

Matters arising under this Policy are governed by Wyoming law, without prejudice to the mandatory consumer-protection rules of your country of residence. Venue and dispute-resolution options are set out in Terms §18 and apply here by reference.

Contact

Questions about this AUP, or a request for written consent to a use that would otherwise be prohibited (for example a bona-fide editorial collaboration): support@vivyveil.com. We aim to respond within two business days.