Muluno Limited Platform Terms for Organisations

This published document matches the current Muluno platform agreement. The Organisation's owner accepts the applicable version within Muluno.

Important business and payment-risk terms

This is a business agreement. The Organisation supplies its own services and is responsible for its customer transactions, refunds and disputes. The payment-loss reimbursement clause below requires the Organisation to repay qualifying, evidenced losses that Muluno actually covers for its transactions; this obligation is not limited to its subscription price. Verification, payment limits and security reviews are safeguards, not insurance. Muluno's liability exclusions and fee-based cap are set out in section 14 and apply only where lawful and reasonable. A company owner's signature is not a personal guarantee. Please review these provisions and obtain independent advice before accepting if needed. The account-security and payout-destination clauses require accurate, authorised bank details, reasonable protection of business access and prompt compromise reporting, and explain responsibility for qualifying payout-diversion losses. Those clauses qualify reliance on sensitive instructions and apply prospectively after fresh owner acceptance; they do not promise that every bank change will be verified or held.

1. Parties, business use and authority

These Terms govern business use of the Muluno platform and form the contract between Muluno Limited and the legal person operating the organisation that accepts them (the Organisation). The Organisation must accurately identify its legal name, trading name, legal form, business address and the owner authorised to bind it in the relevant account and verification records, and correct material changes promptly. A sole trader contracts personally; a company or other incorporated entity contracts in its own capacity. The accepting owner confirms authority to bind that Organisation. Signing for an incorporated entity does not by itself make the owner or a director personally liable for its debts: a personal guarantee would require a separate, expressly agreed and properly executed document. No guarantee is created by uploading identification. Electronic acceptance records the exact version, document digest, signatory and signature evidence. The Privacy and Data Processing Terms form part of this agreement. The platform is offered for business rather than personal consumer use, but an account label or this declaration does not remove any consumer rights where they legally apply.

2. Muluno is a technology platform only

Muluno provides administrative software for matters such as websites, appointments, customer records, questionnaires, notifications, prepaid SMS credits, subscriptions, vouchers, staff and kiosk workflows, data-migration intake, technical-support tickets, audits, exports and payment integrations. Muluno does not provide the Organisation's underlying goods or services and is not its pharmacy, clinic, salon, prescriber, healthcare professional, practitioner, employer, agent, partner, merchant, insurer, financial adviser or payment provider. Use of platform wording, templates, alerts, calculations or workflows does not transfer the Organisation's professional, clinical, regulatory or commercial responsibilities to Muluno.

3. Organisation responsibilities

The Organisation is solely responsible for its business, staff, premises, services, products, licences, registrations, insurance, professional competence, safeguarding, accessibility, emergency and business-continuity arrangements, consumer-law compliance, taxes and record keeping. It is the merchant and service provider in every customer transaction. It must keep its public information, prices, availability, cancellation and refund rules, customer terms and privacy information accurate and lawful. As controller, it must establish and document all required lawful bases, special-category conditions, notices, consents, retention rules, direct-marketing permissions and data-subject procedures, pay any applicable data-protection fee, and comply with professional confidentiality and sector rules.

4. Customer and service relationships

Every appointment, consultation, treatment, sale, voucher, refund and other service relationship is exclusively between the Organisation and its customer. A customer using an Organisation website does not thereby contract with Muluno Limited. Muluno does not endorse, supervise, warrant or assume responsibility for an Organisation or its service. The Organisation remains responsible for checking identity, age, capacity, eligibility, suitability, contraindications, consent, instructions, outcomes, complaints, cancellations, chargebacks and refunds. Customer statutory rights against the Organisation are not affected by these Terms.

5. No professional or clinical reliance

Muluno does not diagnose, prescribe, recommend treatment, make safeguarding decisions, determine clinical or professional suitability, or replace qualified judgement. Information, questionnaires, prompts, templates, flags and automated outputs are administrative aids only. The Organisation must independently review relevant records, verify accuracy and make every professional or clinical decision through appropriately qualified people. Muluno does not guarantee any service, decision or outcome.

6. Accounts, instructions and information

The Organisation controls its authorised users and devices and is responsible for permissions, credentials, access reviews, lawful instructions, input accuracy and appropriate use. It must apply least privilege, promptly disable access that is no longer required, protect authentication credentials, secure its devices and networks, train its personnel and notify Muluno without undue delay of suspected compromise. Each Organisation is a separate tenant. An individual staff login may hold active memberships in more than one Organisation and must select and verify the correct business context; one membership gives no right to another Organisation's data, and each owner remains responsible for that person's access within its own Organisation. Platform permissions, prompts and audit records support but do not replace the Organisation's own governance, supervision or record checks. Muluno may rely on authenticated activity within the Organisation's authority, subject to applicable law and the sensitive-instruction safeguards in the account security and payout clauses below. Files supplied for migration and information entered in technical-support tickets must be lawful, necessary, accurate, free from malicious content and stripped of passwords, payment credentials and irrelevant sensitive data. The Organisation must review migrated or support-assisted results before operational or professional reliance; Muluno may reject unsafe, unsupported, unlawful or materially incomplete submissions. The Organisation must not use the platform unlawfully, to harm others, introduce malicious code, probe security, evade safeguards or process information it has no right to use.

7. Third-party services, communications and payments

The platform may depend on third parties such as Apple, Google, Firebase, Stripe, SendGrid, Twilio, hosting, mapping, monitoring and communications providers. Their services and separate terms may apply. Muluno does not control a third party's approval, decline, delivery, network, device, settlement, payout, dispute, refund or availability. The Organisation must verify important communications and payment or refund status before relying on them. Full card details are handled by the relevant payment provider and are not supplied to Muluno.

8. Availability, maintenance and changes

Muluno will use reasonable care in providing the platform but does not promise uninterrupted, delay-free, error-free or universally compatible operation. Software, networks and devices can fail. The Organisation must maintain proportionate contingency, backup, security, record-checking and manual operating procedures. Muluno may maintain, secure, update, suspend or change features where reasonably required for safety, law, third-party changes or operation of the service.

9. Intellectual property and licence

Muluno and its licensors retain rights in the platform, software, designs, documentation, branding and platform-generated materials, excluding Organisation content and customer data. While the Organisation's account remains authorised, Muluno grants it a limited, non-exclusive, non-transferable and revocable licence to use the platform for its internal business. The Organisation must not copy, resell, sublicense, reverse engineer or create competing products from protected platform materials except where applicable law does not permit that restriction.

10. Plans, subscriptions, renewal and taxes

Muluno may offer Free, Grow and Pro plans and may add, remove or rename plans in future. The features, limits, recurring price, billing period, taxes and any trial, introductory or promotional terms shown in the account and immediately before purchase form part of the applicable order and prevail over general marketing material. Grow and Pro are recurring subscriptions unless checkout expressly states otherwise. An Apple-billed subscription is charged to the purchaser's Apple Account and renews automatically for the displayed period until cancelled through Apple; Apple's billing, renewal, upgrade, downgrade, refund and cancellation processes and applicable terms also apply. Cancellation normally stops a future renewal rather than ending access already paid for, unless Apple revokes or refunds the transaction. Website or invoice billing, when offered, will follow the terms shown by the relevant payment provider. The server-held entitlement for the Organisation is authoritative across supported Muluno apps and websites and may reflect a verified paid period, billing grace period, trial or Muluno-authorised complimentary grant. When eligible Grow or Pro access ends because of expiry, cancellation, failed payment, refund, revocation, the end of a trial or grant, or another lawful suspension, affected paid features become unavailable and the Organisation may return to Free. A subscription lapse does not by itself delete the Organisation's paid-module data or remaining SMS credit balance. Muluno will preserve that data and balance for a recovery window of at least 30 days from the end of eligible paid access, during which restoring eligible access to the same Organisation will ordinarily restore the affected features and make the remaining SMS balance usable again. Paid-module data and SMS credits remain frozen while the Organisation is ineligible. After the guaranteed recovery window, information is not automatically deleted solely because the subscription lapsed; it remains governed by the Organisation's instructions and configured retention, account-closure and deletion processes, legal obligations, security requirements, technical backup cycles and these data-transition terms. This recovery commitment does not prevent a deletion requested by the Organisation or an individual with a valid right, a configured retention rule, or action required by law, security or platform integrity. Subscriptions and grants are attached to the identified Organisation, are not cash, and cannot be transferred between organisations or accounts. Prices and plan contents may change for future billing periods or purchases on the notice and consent required by the billing provider and applicable law. Unless stated otherwise, charges include or exclude taxes as shown at checkout, and the Organisation remains responsible for taxes arising from its own services.

11. SMS credits and messaging eligibility

SMS is an optional prepaid usage service and is not included in the monthly subscription price. SMS is unavailable on Free. To purchase SMS credits, the Organisation must have a current Grow or Pro entitlement, including an active paid subscription or a trial or complimentary entitlement expressly authorised by Muluno. To use those credits, it must also keep the Notifications module and SMS channel enabled. Important: if that eligible entitlement expires, is cancelled, refunded, revoked, suspended or otherwise becomes inactive, every remaining SMS credit becomes unusable and no SMS may be sent from that balance while the Organisation remains ineligible. The balance remains attached to the same Organisation unless refunded, revoked, applied to a deficit, deleted under the data-retention terms or otherwise required by law; it is not automatically converted to cash or refunded merely because a subscription or other entitlement ends. If eligible access is later restored for the same Organisation, the remaining balance can ordinarily be used again. Muluno may prevent new top-ups while the Organisation is ineligible. One credit represents one billable SMS segment, not necessarily one visible message. Standard GSM-7 text generally uses one segment up to 160 encoded characters and 153 characters per segment in a longer message; Unicode, emoji, smart punctuation and other non-GSM characters generally use 70 characters for one segment and 67 per segment in a longer message. A single message may therefore consume several credits, and any preview is an estimate until the final text is encoded. Credits are reserved when Muluno submits a message to its communications provider. A credit may be returned if the provider definitively rejects that attempt before acceptance, but provider acceptance, queuing or charging does not guarantee handset delivery and later non-delivery does not automatically produce a credit refund. Credit bundles are non-cash, non-interest-bearing, non-transferable and cannot be redeemed or moved to another Organisation. The owner must confirm the bundle and price shown by Apple or another authorised checkout. If a credit purchase is refunded, reversed or charged back, Muluno may revoke the corresponding credits; if some were already used, later purchased or granted credits may first settle the resulting deficit. Except where required by law or the payment provider's binding decision, unused credits and accepted message segments are not refundable. Bundle sizes and prices may change for future purchases without changing credits already validly held. The Organisation is responsible for accurate recipient details, lawful authority or consent, message content, sender identification, required opt-outs, suppression lists and ensuring that service messages do not conceal marketing. SMS is not an emergency, guaranteed-delivery or two-way response service, and important communications must be checked through an appropriate alternative.

12. Suspension, termination and data transition

Muluno may suspend access where reasonably necessary to address security risk, unlawful use, material breach, non-payment or harm to the platform or others. Either party may end the service in accordance with the applicable order or subscription terms. A lapse or cancellation of Grow or Pro normally changes feature access and starts the 30-day recovery window described above; it does not by itself close the Organisation account. Account closure, an erasure request and deletion under an Organisation-configured retention rule are separate processes. Muluno may also treat an Organisation as dormant where no authenticated user or paired device records a sign-in or other platform use for a continuous period of 12 months. At the end of that period the Organisation and its Organisation-controlled data become eligible for manual deletion review; the review flag does not itself delete any information. Subject to applicable law, security requirements and contact being reasonably practicable, Muluno will give prior notice using the Organisation's recorded owner contact details and a reasonable opportunity to sign in, object on legitimate grounds and obtain any available export. Any authenticated use recorded before permanent deletion resets the inactivity period. If inactivity continues through the notice period, Muluno may terminate the Organisation account and permanently delete the business and its Organisation-controlled data through the documented account-closure process. On termination or closure, the Organisation must stop using the platform and arrange any permitted export within the stated transition period. Data return, deletion, protected backup expiry and legally required retention are governed by the Privacy and Data Processing Terms, technical backup cycles and applicable law.

13. Warranties and reliance

Muluno will provide the platform with reasonable care and skill. Except for express commitments in this agreement and rights that cannot lawfully be excluded, the platform is provided on an as-available basis. Muluno does not warrant that the platform will be uninterrupted or error free, that every communication will be delivered, that every third-party service will remain available, or that data entered by the Organisation or its customers is accurate or suitable for a professional decision. The Organisation must verify material records, communications, payment status and clinical or professional information before acting.

14. Liability exclusions and cap

Nothing in this agreement excludes or restricts liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, mandatory consumer rights, or an individual's rights and compensation remedies under data-protection law. No contractual cap binds a regulator or removes a statutory duty. Subject to those protections, Muluno is not responsible for the Organisation's underlying goods or services, professional or clinical decisions, unlawful content or instructions, customer conduct or payment obligations, or failures of equipment or third parties outside its reasonable control, except to the extent a loss is caused by Muluno's own breach or negligence. Loss attributable to an Organisation's failure to follow reasonable security, backup or continuity measures is allocated according to its actual contribution to that loss; this is not a blanket exclusion of Muluno's own fault. To the extent lawful and reasonable, Muluno excludes indirect or consequential loss and loss of profit, revenue, goodwill, anticipated savings and business opportunity, whether direct or indirect. A recoverable backup does not excuse a failure by Muluno to meet its own agreed or statutory data duties. Subject to the same protections, Muluno's aggregate liability to the Organisation arising from or in connection with the platform in any twelve-month period, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the charges paid or payable to Muluno for that period, unless a different cap is expressly agreed in writing. This cap is subject to any applicable reasonableness or fairness test; stating it does not establish that it is enforceable, particularly where no charges are payable. Each separate exclusion and cap applies only to its lawful extent and does not reduce Muluno's obligation to use reasonable care and skill. The Organisation's agreed charges and evidenced payment-loss reimbursement obligations are separate from this cap on Muluno's liability. Neither party may recover the same loss twice.

15. Organisation indemnity and claims handling

To the extent lawful, the Organisation will indemnify Muluno for evidenced third-party claims, damages awarded or reasonably agreed settlements, and reasonable external legal and defence costs, to the extent caused by the Organisation's breach of this agreement, unlawful goods or services, unlawful content or processing instructions, infringement of third-party rights, misleading verification evidence, or acts or omissions of its staff or authorised users for which it is responsible. It does not cover amounts caused by Muluno's own breach, negligence, fraud or unlawful processing, or any fine, penalty or obligation which law or public policy prevents being passed to another person. An authority retains all its powers, and Muluno remains responsible for duties imposed directly on it. Muluno must notify the Organisation promptly, provide sufficient claim details subject to lawful confidentiality and security restrictions, take reasonable steps to mitigate loss, and allow reasonable participation in the defence. Neither party may settle in a way that admits the other's liability or imposes a non-monetary obligation on it without its consent, not unreasonably withheld or delayed. Where a third party or insurer controls the defence, cooperation remains subject to their lawful requirements. Failure to give prompt notice reduces recovery only to the extent it materially prejudices the defence. Mixed responsibility must be apportioned, amounts already recovered must be credited, and the same loss cannot also be recovered again under the payment-loss reimbursement clause.

16. Data-protection responsibility

The Privacy and Data Processing Terms allocate controller and processor duties and are incorporated into these Terms. The Organisation remains responsible for its purposes, lawful bases, transparency, collection, accuracy, professional retention, disclosures, direct marketing, decisions and responses to individuals. Muluno remains responsible for the processor and independent-controller duties imposed directly on it by applicable law. No contractual limitation, indemnity or description of roles removes an individual's rights, the UK data-protection regulator's powers or liability that cannot lawfully be restricted.

17. Updates, acceptance and prospective effect

Muluno may publish a new version for legal, security or service changes. Material changes are presented for the Organisation owner's fresh electronic acceptance through the existing versioned agreement process and any stated grace period; continued use, reading a notification or uploading documents is not a substitute for that signature. The current version and applicable reacceptance deadline are available through the platform. On expiry of the applicable grace period, affected functions may require acceptance as described in the platform. The acceptance record identifies the exact text and digest agreed. A new payment-loss reimbursement obligation applies only to transactions initiated after the Organisation accepts the version containing it; new or expanded indemnities and other obligations are not backdated to earlier events. Earlier versions and signed records remain unchanged and govern earlier events as applicable. Existing statutory obligations, earlier agreed obligations and urgent, proportionate security action are not suspended while a new version awaits acceptance. An Organisation that does not agree can stop initiating new transactions, contact support and use the lawful termination and data-transition process; closure does not cancel obligations already incurred.

18. General

If a provision is invalid or unenforceable, the remainder continues and the affected provision applies only to the lawful extent. Delay in enforcing a right is not a waiver. The Organisation may not transfer this agreement without Muluno's written consent; Muluno may transfer it as part of a genuine business reorganisation or transfer while preserving applicable rights. These Terms, the Privacy and Data Processing Terms and the applicable order form the entire agreement about the platform. They are governed by the law of England and Wales and the courts of England and Wales have exclusive jurisdiction, except where mandatory law requires otherwise.

Payment security, transaction allowances and merchant reviews

Muluno may apply proportionate security controls to card transactions initiated through its platform, including individual-payment or appointment limits, shared rolling payment-volume limits, initial cumulative allowances, retry cooldowns and temporary restrictions on initiating new card payments. Controls apply across supported app and website payment routes and authorised users of the same Organisation. The Organisation must not split transactions, create replacement accounts or otherwise evade controls. A security tier or limit increase is not a finding of fraud, an endorsement, insurance or a guarantee of payment safety. Muluno may assess verification and relevant trading evidence, payment attempts, provider risk notifications, refunds, disputes, account changes and operational records. Some temporary controls and limited increases may be applied automatically; age, small test payments and successful processing alone do not establish reliability. Larger increases, exceptions and the release of reviewed restrictions may require administrator review. The Organisation can contact Muluno through in-app support or its published support contact to request an explanation, provide evidence, challenge an incorrect decision and request human review. Where reasonably practicable, Muluno will communicate material limits and changes before they affect legitimate trading; urgent security action may be taken without advance notice. Security-sensitive details may be withheld where necessary while providing sufficient information to seek a review. Temporary exceptions expire as stated and do not reset usage. Reviewed permanent business-specific allowances have no scheduled expiry, remain until an administrator changes or removes them, and may be reviewed again following new risk information. An active temporary exception takes precedence; on expiry or removal, any permanent allowances resume, otherwise the current tier defaults apply. Permanent allowances do not reset usage, remove security pauses or exempt the Organisation from risk checks or payment-provider restrictions. A restriction on new payments does not itself remove access to payment history, dispute handling or lawful refunds, subject to provider restrictions and other access controls. Already-issued or processing payment sessions may complete before a restriction takes effect; cancellation or refund must be confirmed by the provider. Stripe separately controls payment capabilities, settlement, bank withdrawals and Instant Payout eligibility. A normal payout delay or schedule is not a guaranteed lock on every withdrawal. Muluno cannot override Stripe restrictions. Applied payout delays, schedules, reserves or withdrawal restrictions remain subject to the supported provider arrangement, account-specific settings, law and provider terms. The Organisation remains responsible for its customer transactions and obligations under its Stripe agreement. These Terms do not change the allocation of negative-balance or other liability in Muluno's agreement with Stripe, require Stripe to bear losses, or exclude rights or liabilities that cannot lawfully be excluded.

Business document verification before card payments

Every Organisation, including one previously approved for a Muluno directory listing, must submit fresh government-issued photo identification for its current registered owner and a separate document establishing the business or business address before initiating new card payments through Muluno. Suitable evidence may include a passport or driving licence and business registration, a recent business utility bill or lease showing the relevant business name or address. Uploading documents, previous directory approval or Stripe onboarding does not itself approve the Organisation. Muluno reviews the evidence and may request clarification, reject a submission or revoke approval where identity, ownership or authenticity cannot be established. The owner may contact Muluno support to challenge an incorrect decision or request human review. Approval is tied to the reviewed current owner; ownership or connected-account changes may require fresh evidence. This verification applies across supported app and website routes, including Tap to Pay, card readers and online card payments. It releases only the document-verification block: transaction allowances, other security holds, provider restrictions and applicable legal obligations remain. Payment history and permitted refunds remain available; already-processing provider payments may complete. Approval is not an endorsement, a guarantee against fraud or a replacement for Stripe's own onboarding and verification, and does not change payment-loss or negative-balance liability. Public-directory publication remains subject to its separate listing-review requirements.

Genuine transactions and prohibited payment misuse

The Organisation must submit only genuine, accurately described payments for its lawful goods or services, with a valid customer agreement and the payment authority required by the provider. It must not test stolen or unverified cards in live mode, invent appointments or sales, inflate prices to manufacture payment volume, use its own or another person's cards to extract cash rather than pay for genuine supplies, process for undisclosed third-party businesses, launder funds, or provide false ownership, business or verification information. Development tests must use the provider's designated test environment, not fictitious live sales. It must not split or restructure a sale, use replacement or linked accounts, alter records, or repeatedly retry a declined payment to evade a limit, verification requirement or security restriction. Genuine instalments require customer agreement and compliance with current controls and provider rules; they are not an exemption. The Organisation must follow Stripe's applicable connected-account terms, restricted-business rules and payment-method requirements, use authorised payment interfaces, and never ask Muluno support or store Muluno records to hold full card numbers or security codes. A technically successful authorisation, low risk score or completed payout is not proof that a transaction is genuine, final or immune from reversal.

Customer fulfilment, disputes and incident cooperation

The Organisation is the supplier and merchant for its own customer transactions. It must disclose accurate prices, taxes, cancellation and refund terms and its contact details; provide the promised goods or services; respect mandatory consumer rights; and keep proportionate records of the customer's agreement, payment authority, receipts, delivery or attendance and permitted refunds. It must monitor payment and dispute information, respond within provider deadlines, report suspected misuse or compromised credentials without undue delay to Muluno and, where appropriate, Stripe, and cooperate with proportionate requests for relevant evidence. It must correct an erroneous payment through the authorised cancellation or refund route and must not reimburse a different card, bank account or third party to disguise or divert a refund, unless expressly permitted by the provider and law. Evidence must be accurate, necessary and lawfully shared; unrelated health records or excessive identification must not be submitted to defend an ordinary payment dispute. Muluno support or automated notifications do not replace the Organisation's customer-service, record-keeping or provider obligations. Where Muluno is itself responsible for an error, these duties do not transfer that responsibility to the Organisation.

Payment-loss reimbursement owed by the Organisation

As between Muluno and the Organisation, the Organisation must reimburse Muluno for the actual, evidenced amounts Muluno pays or is debited by Stripe or another applicable payment provider in respect of that Organisation's transactions or connected account: reversed or fraudulent payments, refunds, chargebacks, resulting negative balances, associated provider dispute or recovery fees, and reasonable external recovery costs lawfully recoverable. This includes losses on genuine customer transactions which the provider reverses; proof of dishonesty by the Organisation is not required. It covers only amounts properly due under the applicable provider agreement and attributable to that Organisation, not another business's losses or speculative, punitive or duplicated amounts. Amounts caused by Muluno's own breach, negligence, fraud or unlawful instructions are excluded to that extent; amounts attributable to a provider's breach or fault must be pursued under the applicable provider remedies rather than shifted to the Organisation through this clause. The obligation is not limited to the Organisation's Muluno subscription charges and is subject to mandatory law and any applicable reasonableness requirement. Muluno must give a written statement identifying the transactions, provider assessment and amounts, with reasonable supporting evidence subject to lawful privacy and security redactions. Properly evidenced, undisputed amounts are payable within 14 days of that statement. The Organisation may promptly challenge an error through support; a genuine dispute must be reviewed and disputed amounts are not treated as overdue until resolved by agreement or a competent court. Muluno must take reasonable steps to mitigate loss and credit any amount already recovered from the Organisation, customer, provider or insurer. Any later recovery for the same loss must be promptly accounted for and returned or credited as appropriate. This clause gives Muluno contractual recourse against the Organisation; it does not change Stripe's rights against Muluno, make Stripe bear losses, or guarantee recovery if the Organisation cannot pay.

Provider funds, collection authority and account closure

Stripe or the applicable regulated provider controls processing, settlement, reserves and payout capabilities under its own agreement and law. Muluno is not a bank, custodian, escrow service or insurer, and these Terms do not create a deposit, security interest or trust over customer or business funds. Muluno may request or configure proportionate payout controls only where its actual integration, provider permissions and law support them; a requested change is not effective until the provider confirms it. A seven-day delay, manual payout schedule, minimum balance or lack of an Instant Payout button is not a guarantee that every withdrawal is blocked or that later disputes cannot occur. The reimbursement obligation does not itself give Muluno permission or technical capability to debit a bank account or payment card. Any automated collection, deduction or set-off requires a separate valid mandate or clearly applicable authority, provider support, lawful notice and compliance with applicable rules. It must be limited to sums properly due from the same legal Organisation and cannot use another business's or customer's funds without lawful authority. Muluno may invoice and pursue unpaid, established debts through lawful recovery processes. Disconnecting Stripe, changing an owner, releasing a domain, deleting a record, ending a subscription or closing the account does not extinguish charges, reimbursement or indemnity obligations already incurred, or alter mandatory refund or dispute rights. A transfer to a different legal entity requires an express arrangement; it does not silently release the original contracting Organisation from accrued obligations.

Security safeguards, verification and permanent allowances

Muluno's verification checks, attempt monitoring, linked-account evidence, account-change reviews and combined risk assessment are proportionate safeguards for operating its payment integration, not a promise to detect every fraud or a warranty that a business, customer, card or transaction is safe. A risk indicator is not a finding that a person has committed fraud. Automated short-term controls can make mistakes; an affected owner can request an explanation, correct evidence and seek human review through Muluno support. Matching the same registered owner or Stripe account can prompt a review but does not by itself establish misuse. Review explanations may redact other businesses' private information and security-sensitive details. An administrator's approval, increased allowance or permanent exception does not insure a business, override other holds or provider rules, reset usage, or prevent a later proportionate review. A permanent allowance has no scheduled expiry, not an irrevocable exemption. Pending payments may reserve capacity and refunds do not automatically restore an allowance; the displayed summary may lag confirmed provider events and must not be treated as permission to exceed the current backend controls. Verification notices are ordinary notifications which can be marked as read and are not sticky; reading or dismissing them does not verify a business or release a payment block. Notices and status displays do not guarantee uninterrupted delivery or real-time completeness. Muluno remains responsible for operating its agreed safeguards with reasonable care and skill and for its own statutory duties.

Continuity, insurance and reasonable loss mitigation

The Organisation must maintain insurance required for its business, licences or professional practice and consider suitable cover for its service, cyber and payment risks; using Muluno is not a replacement for that cover. It must maintain lawful business-continuity arrangements, secure exports or recoverable copies where reasonably available, and a permitted alternative payment or booking process for interruptions. Neither party must take unlawful or disproportionate steps to mitigate a loss. A party seeking recovery must take reasonable steps to avoid or reduce that loss, preserve relevant evidence and give notice promptly enough to allow practical investigation. Giving late notice does not automatically waive a claim, statutory remedy or provider dispute right. No shortened contractual claims deadline replaces the applicable statutory limitation period. Muluno's duty to perform its own agreed backup, security, support and data-processing obligations remains unaffected.

Risk-based payout timing and withdrawal controls

Where supported by the Organisation's Stripe account arrangement, Muluno may apply proportionate payout delays and withdrawal controls according to its reviewed business-security tier, current-owner verification, relevant trading and payment evidence, sensitive account changes and outstanding security reviews. A new-business delay is configured when the connected account is created. Shorter target delays may become available as the business meets the published or communicated progression criteria, or following an authorised administrator review. These are target settlement settings, not guaranteed bank-arrival dates: Stripe eligibility, its minimum delay, the account country, day-counting rules, payment method and bank processing remain authoritative. Increasing a transaction allowance does not by itself grant faster withdrawals. Temporary payout-delay exceptions expire as stated; permanent exceptions remain reviewable and do not release separate security holds or provider restrictions. Muluno may stop automatic payouts pending a prompt review and, where supported, restrict merchant-initiated manual withdrawals, Instant Payouts and changes to payout schedules. A manual schedule alone does not guarantee that every withdrawal route is blocked. Actual applied settings and material changes will be communicated through the platform or provider, where reasonably practicable before affecting legitimate trading; urgent security action may be taken without advance notice. An affected owner may contact Muluno support for an explanation, submit representations or corrected evidence, contest a decision and obtain meaningful human review. Funds remain in the connected Stripe account; Muluno does not provide escrow and must respect the applicable provider holding limits and legal obligations. Review reminders do not extend those limits. Payouts already created or processing may complete, and neither a new delay nor a hold guarantees recall of previously available or paid-out funds. These controls are not insurance or a guarantee against fraud, and do not change Stripe's contractual allocation of payment losses or exclude rights or liabilities that cannot lawfully be excluded.

Account security and payout instructions

The Organisation must take reasonable measures to protect its Muluno and payment-provider accounts, the email accounts and telephone numbers used for access or recovery, and its authorised devices. It must keep access limited to people with a genuine business need, remove access promptly when authority ends, use available multi-factor authentication for sensitive accounts where reasonably practicable, and protect passwords, recovery codes and approval prompts against disclosure or misuse. It must not knowingly allow another person to impersonate the owner or approve an unexpected access or recovery request. The Organisation must notify Muluno through its published support channel and the relevant payment provider without undue delay after discovering suspected compromise, an unauthorised payout-detail change or a missing payout, and cooperate with reasonable investigation and loss-mitigation requests.

Payout destination accuracy and authority

The Organisation must supply accurate, current payout information and nominate only a bank account which it is legally entitled to use for receiving its business proceeds and which satisfies the provider's applicable ownership, account-holder and business-type requirements. It must ensure that a person requesting a destination, ownership or recovery-detail change has genuine authority to do so. It must not divert proceeds to an undisclosed third party, misrepresent account ownership or use replacement details to evade a review, restriction or debt. A permitted trading name or sole-trader account must not be treated as invalid merely because its name differs from a company-style name; the actual legal person and the provider's requirements govern.

Sensitive instructions and proportionate review

Subject to applicable law and reasonable security checks, Muluno may rely on instructions received through an authenticated account or an authorised provider interface. For sensitive account and payout instructions, that permission does not apply where Muluno has notice of, or reasonable grounds to suspect, unauthorised activity. A successful login alone is not conclusive proof that a change was authorised. This qualification also applies to the reliance wording in section 6. Muluno may seek independent confirmation through previously verified contact details, request proportionate evidence of account ownership or authority, decline an unsupported instruction, or request provider-permitted payout restrictions while a material concern is promptly reviewed. Evidence must be provided through an appropriate secure channel, preferably the provider's own verification process where available. Muluno will not require banking passwords, full card credentials or unrelated bank transactions for this purpose. These contractual permissions do not represent that a new automated hold or bank-ownership checking process has been implemented, and do not promise that every change will be detected, independently verified, blocked or recalled. Existing proportionate-review rights, provider holding limits and mandatory legal duties continue to apply.

Allocation of loss and recovery

As between Muluno and the Organisation, the Organisation is responsible to the extent a loss is caused by inaccurate payout information it supplies, instructions it genuinely authorises, misleading ownership evidence, or its failure to meet the account-security obligations it has agreed. A loss is not automatically Muluno's responsibility merely because it occurred through a connected account. Equally, compromise of an account does not, without relevant evidence, establish that the Organisation breached its duties. To the extent properly due under the applicable provider agreement and caused by those matters, actual, evidenced amounts which Muluno pays or is debited in connection with diverted payouts or compromised-account instructions may be recovered under the existing payment-loss reimbursement clause. Its evidence, dispute, mitigation, attribution and no-double-recovery requirements apply in full. Amounts caused by Muluno's own breach, negligence, fraud or unlawful instructions remain excluded to that extent; provider fault remains subject to the applicable provider remedies. This addition creates no personal guarantee, automatic bank-debit mandate, cross-business recovery right or transfer of Stripe's contractual liability.

Fresh acceptance and prospective effect

The new duties apply only after the Organisation's owner accepts the new published version through the existing versioned agreement process. Any new or expanded financial liability applies only to transactions initiated after that acceptance, in accordance with section 17. Earlier signed terms and records remain unchanged. Nothing here excludes liability or a remedy which cannot lawfully be excluded, or reduces Muluno's obligation to exercise reasonable care and skill in performing its own agreed safeguards.