Terms and Conditions

Swiss ETIQ Partner GmbH

General Terms and Conditions (AGB)

Registered office: Höhgadenweidstrasse 5, 8852 Altendorf, Switzerland

UID: CHE-409.290.562

Commercial Register: CH-130.4.035.898-8

Contact: ella.tolmacheva@etiq.ch | +41 79 936 44 69

Website: www.etiq.ch

Version 1.0, effective 1 August 2026

Contents

Company and Scope
Definitions
Services
Nature of Swiss ETIQ's Role
Formation of the Agreement
Individual Service Orders and Priority of Documents
Client Instructions and Authorised Representatives
Client Obligations
Fees, Retainers and Taxes
Expenses, Advances and Third-Party Payments
Third-Party Providers and Subcontractors
Medical Concierge and Patient Coordination
Relocation and Administrative Services
Education Services
Property Services
Family-Office and Private-Client Support
Travel and International Coordination
Appointments, Cancellation and Rescheduling
Availability and Urgent Requests
Confidentiality
Personal Data and Health Information
Electronic Communications and Documents
Intellectual Property
Compliance and Lawful Instructions
Conflicts of Interest, Commissions and Benefits
Liability and Exclusions
Force Majeure
Duration, Suspension and Termination
Complaints Procedure
Amendments to the Terms
Severability, Waiver, Assignment and Entire Agreement
Governing Law and Jurisdiction
Contact Details

Interpretation note: Headings are for convenience only. References to "including" or "in particular" are illustrative and not limiting. Singular includes plural and vice versa where the context permits. A reference to a "Section" is a reference to a numbered section of these Terms in its entirety; a reference to a "Clause" is a reference to a specific numbered provision.

1. Company and Scope

1.1 These General Terms and Conditions (the "Terms") govern all services provided by Swiss ETIQ Partner GmbH, Höhgadenweidstrasse 5, 8852 Altendorf, Switzerland, UID CHE-409.290.562 ("Swiss ETIQ"), unless Swiss ETIQ and the Client expressly agree otherwise in writing.

1.2 The Terms apply primarily to private individuals and families and may also apply to legal entities, family offices, employers, foundations, advisers or other persons engaging Swiss ETIQ for the benefit of an individual or family.

1.3 The Terms apply to each enquiry, consultation, project, retainer, booking, mandate and other service relationship, whether formed by signed agreement, accepted proposal, electronic communication, advance payment, online order or the Client's request that Swiss ETIQ commence work.

1.4 Swiss ETIQ's objective is to coordinate and manage Client matters within the agreed scope. Swiss ETIQ does not undertake to achieve any particular result and does not replace independent medical, legal, tax, fiduciary, financial, insurance, educational, immigration, property, travel or other regulated professionals.

1.5 Mandatory statutory rights, including rights applicable to consumers in Switzerland or in another jurisdiction that cannot validly be excluded, remain unaffected.

2. Definitions

2.1 "Agreement" means the contract formed between Swiss ETIQ and the Client in accordance with Section 5, comprising these Terms and the other documents identified in Section 6.

2.2 "Authorised Person" means a person whom the relevant Client has expressly authorised in writing to give instructions, approve expenditure, receive information or otherwise act within a defined scope.

2.3 "Authorised Persons List" means the written list maintained for a family or multi-person mandate specifying each Authorised Person's authority, access rights, spending limits and duration of authority.

2.4 "Business Day" means Monday to Friday, excluding public holidays observed at Swiss ETIQ's registered office in the Canton of Schwyz.

2.5 "Business Hours" means 08:30 to 17:30 Central European Time or Central European Summer Time on a Business Day.

2.6 "Client" means the person entering into the Agreement with Swiss ETIQ and, where the context requires, an individual for whose benefit services are provided.

2.7 "Client Expense Deposit" means an advance payment provided to Swiss ETIQ for authorised fees, expenses or third-party costs. It is not a bank deposit, investment product, escrow arrangement or fiduciary custody service unless a separate written agreement expressly states otherwise.

2.8 "Confidential Information" includes all non-public personal, family, medical, financial, commercial, legal, educational, property-related and other information disclosed in connection with a mandate.

2.9 "Health Data" means personal data concerning physical or mental health, medical history, diagnosis, treatment, disability, genetic information or healthcare services and includes sensitive personal data under applicable data-protection law.

2.10 "Principal Client Contact" means the person designated as the primary administrative contact for a family or multi-person mandate.

2.11 "Service Agreement" means an individual written agreement, accepted proposal, engagement letter, statement of work, booking confirmation or other document defining a particular mandate.

2.12 "Service Order" means a Service Agreement, accepted proposal, booking confirmation, project plan, email or other written document recording a distinct assignment.

2.13 "Third-Party Provider" means any independent doctor, hospital, clinic, laboratory, interpreter, lawyer, tax adviser, fiduciary, insurer, bank, school, university, landlord, property professional, travel provider, courier, transport provider, contractor, supplier or other person not employed by Swiss ETIQ.

2.14 "Urgent Request" means a request requiring Swiss ETIQ to commence or arrange a service within 24 hours, or another request expressly accepted as urgent by Swiss ETIQ.

3. Services

3.1 Swiss ETIQ may provide or coordinate services in the following areas, subject to the applicable Service Agreement: medical concierge and patient coordination; relocation and administrative support; education planning; property search, brokerage, management and relocation support; family-office and private-client administration; travel, transport and courier coordination; interpreting, translation and accompaniment; project management; communication with authorities and professional advisers; and related services within Swiss ETIQ's corporate purpose.

3.2 Swiss ETIQ may arrange medical appointments and second opinions, collect and transmit records, accompany Clients, communicate with healthcare providers and insurers, and organise interpreters, travel and logistics.

3.3 Swiss ETIQ may communicate with schools, universities, authorities, insurers, property owners and advisers; organise searches and viewings; assist with applications and negotiations; and introduce qualified Third-Party Providers.

3.4 Swiss ETIQ may, where expressly authorised, make payments, receive Client Expense Deposits, advance limited costs, collect documents or sign documents under a separate written power of attorney.

3.5 The exact services, deliverables, exclusions, timing, fees and authority for each mandate are determined by the applicable Service Agreement and the Client's valid instructions.

3.6 Swiss ETIQ may decline a service that falls outside its competence, capacity, corporate purpose, legal authority or risk tolerance.

4. Nature of Swiss ETIQ's Role

4.1 Depending on the mandate, Swiss ETIQ acts as a direct provider of administrative, coordination, interpreting, accompaniment or project-management services; as an intermediary introducing a Client to a Third-Party Provider; or as the Client's representative within the limits of a written power of attorney.

4.2 Unless Swiss ETIQ expressly contracts in its own name, contracts for medical care, legal or tax advice, education, accommodation, transport, travel, property, insurance, banking and other third-party services are concluded directly between the Client and the relevant Third-Party Provider.

4.3 Swiss ETIQ is not a healthcare institution, medical practice, emergency service, law firm, tax adviser, audit firm, bank, asset manager, insurance intermediary or fiduciary unless a specific service is lawfully provided under an express separate agreement.

4.4 Swiss ETIQ's coordination, translation, summarisation, explanation or administrative support does not convert third-party professional advice into advice of Swiss ETIQ.

4.5 No authority to make medical decisions, dispose of property, borrow money, grant security, settle claims, make investments, accept contractual guarantees or undertake other material legal obligations is implied. Such authority must be specific, written and legally valid.

5. Formation of the Agreement

5.1 An Agreement may be formed by: signature of a Service Agreement; written acceptance of a quotation or proposal; confirmation by email, WhatsApp or another agreed messaging service; payment of an advance or invoice; completion of an online booking; or the Client's request that Swiss ETIQ commence work followed by Swiss ETIQ's commencement of work.

5.2 Swiss ETIQ may require a signed Service Agreement, identification documents, proof of authority, a health-data consent, a power of attorney, an advance payment or a Client Expense Deposit before beginning or continuing substantial work.

5.3 A quotation is valid for the period stated in it. If no period is stated, it may be withdrawn or revised at any time before acceptance.

5.4 Electronic signatures and electronic confirmations may be relied upon to the extent permitted by law. Swiss ETIQ may require an original signature, qualified electronic signature, notarisation, apostille or other formality where appropriate.

5.5 The Client must receive or have access to these Terms before or at the time the Agreement is formed. By accepting the Agreement, the Client confirms having had a reasonable opportunity to read the Terms.

5.6 Where mandatory consumer withdrawal rights apply under the law of the Client's residence, those rights remain reserved. If the Client requests performance during a statutory withdrawal period, Swiss ETIQ may require the Client's express request and acknowledgement of the legal consequences.

6. Individual Service Orders and Priority of Documents

6.1 Each distinct assignment may be documented in a Service Agreement, accepted proposal, booking confirmation, project plan, email or other written Service Order.

6.2 A Service Order should identify the Client, scope, intended beneficiary, deliverables, exclusions, timetable, fees, expenses, third-party arrangements, authorised contacts and any special cancellation or liability terms.

6.3 If documents conflict, the following order of priority applies unless expressly stated otherwise: (a) a signed individually negotiated Service Agreement; (b) a specific accepted Service Order or proposal; (c) the applicable Fee and Expense Schedule; and (d) these Terms. The cancellation and rescheduling terms applicable to Swiss ETIQ's own services are set out in Section 18 of these Terms and are not maintained as a separate document.

6.4 A change to one Service Order does not change another mandate unless expressly agreed.

6.5 Estimates, proposed timetables and availability indications are not guarantees unless expressly stated as binding.

7. Client Instructions and Authorised Representatives

7.1 Swiss ETIQ accepts instructions from the individual Client concerned, the Principal Client Contact within the authority granted, an Authorised Person, or a legal representative acting under valid parental authority, guardianship, power of attorney or other legal authority.

7.2 Each family mandate must designate a Principal Client Contact, a contracting Client and a payer. These roles may be held by the same or different persons.

7.3 The existence of a marriage, partnership, family relationship, shared household or common payer does not by itself authorise one adult to instruct Swiss ETIQ for another adult or receive that adult's medical, financial or other confidential information.

7.4 For family mandates, the Client must provide and keep current an Authorised Persons List specifying each person's authority, information access, spending limit and expiry date. Swiss ETIQ may rely on the latest written list received until written amendment or revocation is received.

7.5 Medical access and financial access must be granted separately. Authority to receive medical information does not imply authority to consent to treatment, and authority to receive invoices does not imply access to all financial, medical or personal information.

7.6 Parents or legal guardians may instruct Swiss ETIQ for a minor where legally authorised. Swiss ETIQ may require proof of parental authority, custody, guardianship or consent from another representative and may take account of the child's age, maturity, welfare and legal rights.

7.7 For elderly or vulnerable Clients and Clients with impaired capacity, Swiss ETIQ may require evidence of representation and may seek clarification from a competent professional or authority before acting.

7.8 If Swiss ETIQ receives conflicting instructions, it may give priority to the instruction of the adult directly affected, suspend the disputed service, request a joint written instruction or evidence of authority, continue undisputed work, or terminate the affected mandate.

7.9 Swiss ETIQ is not required to mediate family disputes. It may refuse to act where authority is unclear or continuation creates confidentiality, safety, legal or ethical risk.

7.10 Swiss ETIQ may rely on a communication that reasonably appears genuine and originates from a verified contact channel, unless it knows or reasonably suspects that the communication is unauthorised, fraudulent or compromised.

8. Client Obligations

8.1 The Client must provide complete, accurate, current and non-misleading information and documents and promptly disclose relevant changes, deadlines, risks, health conditions, allergies, medications, immigration status, custody arrangements, financial limits and other circumstances material to the mandate.

8.2 The Client must review important documents, applications, translations, bookings, cost estimates and instructions before submission or confirmation and remains responsible for the accuracy of information signed or approved by the Client.

8.3 The Client must cooperate, respond within reasonable time, attend appointments, meet deadlines, obtain required insurance and travel documents, and comply with lawful instructions of authorities and Third-Party Providers.

8.4 The Client must retain copies and backups of important documents and must not provide the only original of a document unless necessary and expressly accepted by Swiss ETIQ.

8.5 The Client must ensure that instructions are lawful and that any personal data supplied about another person may lawfully be disclosed and processed.

8.6 The Client must promptly notify Swiss ETIQ of errors, suspected fraud, unauthorised access, data loss, changed authority or circumstances requiring urgent action.

8.7 The Client is responsible for decisions taken after receiving information or advice from Third-Party Providers and for seeking qualified professional advice where required.

9. Fees, Retainers and Taxes

9.1 The Client shall pay the fees stated in the applicable Service Agreement, accepted proposal, booking confirmation or current Fee and Expense Schedule.

9.2 Unless otherwise stated, fees are quoted in Swiss francs (CHF). Swiss ETIQ is not currently registered for Swiss VAT and does not currently charge VAT. If VAT or another tax becomes legally payable, it may be added to the extent permitted by law.

9.3 Time-based work is normally billed in minimum units of 30 minutes. Short communications, preparation, research, coordination, documentation and follow-up may be aggregated.

9.4 Swiss ETIQ may charge an initial consultation fee, hourly fees, project fees, package fees, monthly retainers, accompaniment fees, interpreting fees or other agreed charges.

9.5 Unless otherwise stated in the Fee and Expense Schedule: an Urgent Request may attract a surcharge of 25%; work outside Business Hours may attract a surcharge of 50%; and critical overnight work or work on a public holiday may attract a surcharge of 100%. Surcharges are not cumulative unless expressly agreed; the highest applicable surcharge normally applies.

9.6 Travel time is normally charged at 50% of the applicable professional hourly rate, in addition to reasonable travel, parking, accommodation and related expenses.

9.7 Invoices are payable within 30 calendar days from the invoice date unless a shorter period, advance payment or immediate payment is stated in the Service Agreement or required for third-party commitments.

9.8 Swiss ETIQ may require full or partial advance payment, a retainer or a Client Expense Deposit and may decline to reserve capacity or incur costs until cleared funds are received.

9.9 Payment may be accepted by bank transfer, TWINT, cash, prepayment or another method stated on the invoice. Swiss ETIQ may refuse a payment method or request compliance information.

9.10 Swiss ETIQ does not ordinarily charge a fixed administrative reminder fee. Statutory rights arising from late payment, including default interest where applicable, remain reserved.

9.11 Swiss ETIQ may suspend work where an invoice, advance or expense deposit is overdue. Suspension does not cancel accrued fees, reserved capacity or third-party commitments.

9.12 Unless expressly designated as a non-refundable reservation fee, unused retainer or advance balances are refundable after final reconciliation and deduction of earned fees, expenses and commitments.

9.13 The Client may not set off a disputed claim against an invoice unless Swiss ETIQ agrees in writing or the claim has been finally determined.

10. Expenses, Advances and Third-Party Payments

10.1 The Client bears all reasonable expenses and third-party charges incurred within the agreed mandate, including medical, legal, education, property, travel, transport, accommodation, courier, translation, certification, application, banking, currency conversion, parking and communication costs.

10.2 Where practical, Third-Party Providers invoice the Client directly. Swiss ETIQ may, but is not obliged to, pay or advance an authorised cost on the Client's behalf.

10.3 Swiss ETIQ may require a Client Expense Deposit before making a booking, assuming a payment obligation, advancing costs or continuing a project. The deposit may be applied to authorised fees, expenses and third-party costs.

10.4 A Client Expense Deposit is an advance payment and not an escrow, savings, trust or investment account. No interest is payable. Swiss ETIQ shall maintain reasonable accounting records of amounts received and applied.

10.5 Swiss ETIQ does not provide a regulated payment, banking, asset-management or fiduciary custody service under these Terms. A true escrow or fiduciary arrangement requires a separate legally reviewed written agreement and appropriate operational structure.

10.6 Swiss ETIQ may require the Client to replenish an expense deposit and may suspend payments or work until sufficient cleared funds are available.

10.7 Foreign-exchange differences, intermediary-bank charges, card charges, transfer charges and other payment costs are borne by the Client. Swiss ETIQ is not responsible for exchange-rate movements.

10.8 Swiss ETIQ does not charge an administration or handling fee on third-party expenses unless expressly stated in advance. Swiss ETIQ's own coordination time remains chargeable.

10.9 Estimates of third-party costs are indicative. The Client remains responsible for the actual amount charged by the Third-Party Provider.

10.10 Swiss ETIQ may request identification, source-of-funds information or other compliance documents and may reject, return or delay a payment where required by law, banking requirements or reasonable risk controls.

10.11 Any remaining expense-deposit balance shall normally be refunded within 20 Business Days after final reconciliation and receipt of outstanding third-party invoices.

11. Third-Party Providers and Subcontractors

11.1 Third-Party Providers are independent and perform their services under their own professional responsibility and contractual terms.

11.2 Swiss ETIQ may identify, recommend, introduce, contact, book, instruct or coordinate a Third-Party Provider and shall exercise reasonable care where selection forms part of the agreed mandate.

11.3 The Client is responsible for reviewing and accepting the Third-Party Provider's terms, fees, cancellation policy, privacy terms and professional advice.

11.4 Swiss ETIQ does not guarantee availability, quality, licensing, solvency, performance, advice, outcome or continued suitability of a Third-Party Provider.

11.5 Swiss ETIQ may use employees, assistants, external interpreters, translators, couriers, IT providers and other subcontractors. Swiss ETIQ shall require appropriate confidentiality and data-protection commitments where relevant.

11.6 If a Third-Party Provider becomes unavailable or unsuitable, Swiss ETIQ may propose an alternative but is not obliged to procure a replacement on identical terms.

12. Medical Concierge and Patient Coordination

12.1 Swiss ETIQ may coordinate appointments, diagnostic examinations, second opinions, treatment programmes, hospital admissions, medical travel, records, translations, insurance communications, accompaniment and related logistics.

12.2 Swiss ETIQ is not a doctor, healthcare provider, hospital, clinic, laboratory or emergency medical service. It does not diagnose, prescribe, treat, perform triage, make clinical decisions or guarantee a medical result.

12.3 All diagnoses, opinions, treatment recommendations, consent discussions and medical decisions are the responsibility of the relevant qualified healthcare professional and the patient or lawful representative.

12.4 A second opinion does not replace urgent care, examination by a treating clinician or ongoing medical supervision.

12.5 Swiss ETIQ does not guarantee the accuracy or completeness of a physician's opinion, appointment availability, admission, treatment timing, insurance coverage, suitability of treatment, absence of complications or outcome.

12.6 Swiss ETIQ may translate or summarise medical information for coordination purposes. Unless expressly agreed, such work is not a certified translation or professional medical interpretation and must not be relied upon as a substitute for direct communication with a healthcare professional.

12.7 Swiss ETIQ relies on information supplied by the Client and healthcare providers and is not required to independently verify medical facts.

12.8 The Client must provide relevant health information, disclose allergies and medications, follow medical advice and seek immediate professional care where symptoms or risks require it.

12.9 In a medical emergency or immediate risk to health, the Client must contact the appropriate emergency services, hospital or treating physician directly. Swiss ETIQ's availability must not delay emergency action.

12.10 Swiss ETIQ may refuse or discontinue coordination that appears unlawful, unsafe, misleading, medically inappropriate, outside its competence or unsupported by a qualified provider.

12.11 Health Data shall be processed in accordance with Section 21 and, where required, the health-data consent given in the applicable Service Agreement and a power of attorney.

13. Relocation and Administrative Services

13.1 Swiss ETIQ may assist with relocation planning, residence and work processes, authority communications, insurance coordination, document preparation, appointments, local registration, banking introductions, household setup and related administration.

13.2 Swiss ETIQ does not guarantee a visa, residence permit, work permit, recognition of qualifications, insurance acceptance, bank account, rental approval, tax result, employment outcome or decision of an authority or institution.

13.3 Unless separately provided by a qualified professional, Swiss ETIQ does not provide legal, tax, immigration or regulated insurance advice.

13.4 Official forms and declarations remain the responsibility of the person signing them. The Client must verify information and disclose relevant facts.

13.5 Processing times, documentary requirements and authority practices may change without notice. Swiss ETIQ is not responsible for delays or decisions outside its control.

13.6 Translations are for administrative assistance unless certified translation is expressly agreed.

14. Education Services

14.1 Swiss ETIQ may identify schools, universities, courses and educational providers; arrange visits; coordinate applications; communicate with institutions; organise language or support services; and assist families with education planning.

14.2 Swiss ETIQ does not guarantee admission, placement, waiting-list movement, scholarship, visa, academic recognition, learning outcome, language progress or continued enrolment.

14.3 Admission decisions and educational services are the responsibility of the relevant institution. The Client is responsible for accurate applications, reports, recommendations and supporting documents.

14.4 Where a child is involved, instructions and disclosure of information are subject to parental authority, the child's rights and Section 7.

14.5 Application fees, tuition, deposits and cancellation charges of educational providers are borne by the Client.

15. Property Services

15.1 Subject to the relevant Service Agreement, Swiss ETIQ may provide property search and introduction services, arrange viewings, support negotiations and applications, act as broker, coordinate purchases or rentals, provide relocation support after moving, and provide property-management or project-coordination services.

15.2 Material brokerage, management, development or transaction services may require a separate written mandate specifying commission, authority, conflicts, expenses, duration and termination.

15.3 Swiss ETIQ does not guarantee that a Client will obtain a property, that an application will be accepted, that a transaction will complete, or that a property is free from defects, legal restrictions, contamination, financing issues or other risks.

15.4 The Client should obtain independent legal, tax, technical, valuation, building, insurance and financing advice before entering into a property transaction.

15.5 Swiss ETIQ may rely on property information supplied by owners, agents, managers and public sources and is not responsible for independently verifying all statements, measurements, plans, permits, costs or defects.

15.6 Contracts for purchase, lease, financing, construction, maintenance and professional services are concluded with the relevant Third-Party Providers unless expressly agreed otherwise.

15.7 Any commission or benefit connected with a property matter is governed by Section 25 and the specific property mandate.

16. Family-Office and Private-Client Support

16.1 Swiss ETIQ may provide household and lifestyle administration, invoice coordination, travel management, education planning, healthcare management, document management, supplier sourcing, project supervision, reporting and communication with professional advisers.

16.2 Swiss ETIQ may perform limited financial administration, such as collecting invoices, preparing payment summaries, monitoring budgets and making authorised payments from Client Expense Deposits or under a specific power of attorney.

16.3 Swiss ETIQ does not provide investment advice, discretionary asset management, banking, tax advice, audit, accounting certification, legal advice or independent fiduciary services unless lawfully provided under a separate agreement by appropriately qualified persons.

16.4 Payment and approval limits must be documented. Swiss ETIQ may refuse a payment that exceeds authority, lacks supporting documentation or raises legal, fraud, sanctions or source-of-funds concerns.

16.5 Reports and information are provided only to authorised recipients. A payer or Principal Client Contact does not automatically receive all information relating to another family member.

17. Travel and International Coordination

17.1 Swiss ETIQ may arrange or coordinate flights, accommodation, transfers, medical travel, couriers, interpreters, events and other international services.

17.2 Unless mandatory law provides otherwise, Swiss ETIQ acts as an intermediary for travel and accommodation providers, whose terms, cancellation conditions and liability rules apply.

17.3 Where an arrangement constitutes a package travel contract or another regulated travel service under mandatory law, the Client's mandatory rights and Swiss ETIQ's mandatory duties remain unaffected.

17.4 The Client is responsible for passports, visas, entry requirements, health requirements, travel insurance, medication documents, customs compliance and timely arrival.

17.5 Swiss ETIQ is not liable for border decisions, visa refusals, schedule changes, cancellations, delays, strikes, lost baggage, provider insolvency, accommodation standards, security conditions or other events outside its control, subject to mandatory law.

17.6 The Client must check official travel advice and obtain appropriate medical and travel insurance.

17.7 International transmission of documents and personal data is governed by Section 21.

18. Appointments, Cancellation and Rescheduling

This Section sets out Swiss ETIQ's cancellation and rescheduling terms in full. Cancellation charges of Third-Party Providers are governed separately by Clause 18.6.

18.1 An ordinary consultation, meeting, call or other reserved Swiss ETIQ service may be cancelled or rescheduled without a Swiss ETIQ cancellation charge if Swiss ETIQ receives more than 24 hours' notice.

18.2 If cancellation or rescheduling is communicated 24 hours or less before the agreed start time, Swiss ETIQ may charge 100% of the fee applicable to the reserved service.

18.3 A no-show is treated as a late cancellation. If the Client arrives more than 15 minutes late, Swiss ETIQ may shorten the appointment without reducing the agreed fee.

18.4 For services exceeding three hours, full-day accompaniment, urgent assignments or substantial reserved capacity, the applicable Service Agreement or Service Order may specify a 48-hour or other project-specific cancellation period, provided it is disclosed to and accepted by the Client before work commences.

18.5 For appointments with doctors, clinics, hospitals, interpreters, advisers, transport providers, property professionals or other Third-Party Providers: more than 48 hours' notice carries no Swiss ETIQ cancellation charge; between 24 and 48 hours Swiss ETIQ may charge 50% of its coordination, attendance or accompaniment fee; and less than 24 hours or a no-show may be charged at 100%.

18.6 All cancellation fees, deposits, losses and non-refundable amounts imposed by a Third-Party Provider remain payable in full. A stricter provider policy applies in addition where disclosed or otherwise contractually binding.

18.7 Travel, accommodation, transfers, courier services, events and other bookings are subject to provider terms. For Swiss ETIQ's own planning fee: cancellation more than five Business Days before commencement is charged only for work performed and expenses incurred; cancellation between two and five Business Days may be charged at 50% of the remaining agreed planning fee; and cancellation less than two Business Days before commencement may be charged at 100%.

18.8 Urgent bookings made or confirmed within five Business Days of commencement may be non-refundable once work has begun or commitments have been incurred.

18.9 For a medical journey, relocation programme, property search or other project involving substantial reserved capacity, the applicable Service Agreement or Service Order may specify a different cancellation schedule, which applies in place of the periods stated above if accepted before work commences.

18.10 Cancellation and termination notices must be in writing by email or another accepted written channel. A notice received outside Business Hours is deemed received at the start of the next Business Day.

18.11 Swiss ETIQ may waive or reduce a cancellation charge in documented exceptional circumstances, including hospitalisation, serious medical emergency or death in the immediate family. A waiver is discretionary and does not create a precedent.

19. Availability and Urgent Requests

19.1 Swiss ETIQ's normal Business Hours are 08:30 to 17:30 on Business Days.

19.2 Swiss ETIQ aims to acknowledge ordinary requests within 24 hours during Business Days, but response and completion times are not guaranteed unless expressly agreed.

19.3 Support outside Business Hours, overnight, on weekends or public holidays is subject to availability and the applicable surcharge.

19.4 General 24/7 availability is not included unless expressly stated in a Service Agreement or retainer. Even where 24/7 support is agreed, the agreed scope, response target, contact route and exclusions apply.

19.5 An Urgent Request is a request requiring work to commence or a service to be arranged within 24 hours. Swiss ETIQ may accept or decline an Urgent Request and may require immediate advance payment.

19.6 Swiss ETIQ is not an emergency medical, security, rescue or crisis-response service. Clients must contact the appropriate emergency services directly where immediate action is required.

19.7 Swiss ETIQ is not liable for a failure to respond outside an expressly agreed availability arrangement or for delay caused by the unavailability of Third-Party Providers.

20. Confidentiality

20.1 Swiss ETIQ shall treat Confidential Information with discretion and use it only as reasonably required to perform the mandate, comply with law, protect legitimate interests or exercise contractual rights.

20.2 Swiss ETIQ may disclose Confidential Information to employees, assistants, subcontractors, professional advisers and Third-Party Providers who reasonably require it and are subject to appropriate confidentiality obligations or professional duties.

20.3 Confidentiality does not apply to information that is public without breach, lawfully known without restriction, independently developed, received lawfully from another source, authorised for disclosure, or required to be disclosed by law, court, regulator or competent authority.

20.4 Where legally permitted, Swiss ETIQ shall seek to limit compulsory disclosure and may inform the Client before disclosure where reasonably practicable.

20.5 The Client must protect Swiss ETIQ's confidential methods, proposals, pricing, supplier information and non-public business information.

20.6 Specific confidentiality obligations may be set out in a separate non-disclosure agreement. The stricter valid obligation prevails.

20.7 Confidentiality obligations continue after termination for as long as the information remains confidential or applicable law requires.

21. Personal Data and Health Information

21.1 Swiss ETIQ processes personal data in accordance with applicable data-protection law, including the Swiss Federal Act on Data Protection, and, where applicable, mandatory requirements of the GDPR or other foreign law.

21.2 Swiss ETIQ is the controller for personal data processed for its own contractual, administrative, compliance, accounting, security and business purposes. A Third-Party Provider may be a separate controller for its professional services.

21.3 Swiss ETIQ may process identification and contact data, family and representative information, contractual and billing data, travel and property information, communications, documents, education data, financial-administration information and Health Data.

21.4 Processing purposes include assessing enquiries, forming and performing agreements, coordinating services, communicating with authorised persons and providers, managing payments and records, complying with law, protecting safety and legal interests, preventing fraud, handling complaints and improving operations.

21.5 Health Data may be collected, stored, translated, summarised, transmitted and otherwise processed only to the extent reasonably necessary for the agreed medical coordination and on an appropriate legal basis. Explicit consent or authorisation shall be obtained where required.

21.6 Health-data authorisations must be sufficiently specific. Swiss ETIQ does not rely on an unlimited blank authorisation where a more limited case-specific authority is appropriate.

21.7 Personal data may be disclosed to authorised family members, healthcare providers, insurers, interpreters, advisers, authorities, education providers, property and travel providers, payment and IT providers and other recipients reasonably required for the mandate.

21.8 Swiss ETIQ stores records primarily in email and cloud systems and may use providers whose infrastructure or support functions are located outside Switzerland.

21.9 Personal data, including Health Data, may be transferred outside Switzerland where required for international services. Swiss ETIQ shall use an appropriate legal mechanism and reasonable safeguards where the destination does not provide an adequate level of protection, unless a statutory exception applies.

21.10 The Client shall be informed of material international disclosures in the Privacy Policy, consent form, Service Agreement or other appropriate notice.

21.11 External translators and assistants may access Client data where necessary and shall be subject to confidentiality and data-protection requirements.

21.12 Swiss ETIQ does not currently use a CRM or case-management system and does not currently use artificial-intelligence tools to process Client materials. If these practices materially change, the Privacy Policy and internal controls shall be updated before or when required by law.

21.13 Calls and meetings are not recorded unless all required participants are informed and a lawful basis exists.

21.14 Client files are normally retained for five years after the end of the mandate and then securely deleted or anonymised, unless a longer retention period is required or justified for accounting, legal, evidentiary, claims, property-management or other legitimate purposes.

21.15 Deletion may not be possible while a legal retention obligation, dispute, claim or necessary record-keeping interest applies. Original documents may be returned while copies are retained where lawful.

21.16 Swiss ETIQ shall implement reasonable technical and organisational safeguards appropriate to the nature and risk of the data. Absolute security cannot be guaranteed.

21.17 The Client may have rights to access, correction, deletion, restriction, objection, data portability or withdrawal of consent under applicable law. Withdrawal does not affect prior lawful processing and may prevent continued performance.

21.18 Swiss ETIQ maintains a Privacy Policy, published at www.etiq.ch. Consent to the processing of Health Data is given in the applicable Service Agreement or in a specific written consent. In the event of conflict, mandatory law and the more specific valid document prevail.

21.19 Swiss ETIQ shall assess whether a data-protection impact assessment and internal processing regulations are required or advisable, particularly for extensive sensitive-data processing, new technologies or high-risk cross-border processing.

22. Electronic Communications and Documents

22.1 The Client may authorise communication by email, WhatsApp, telephone, cloud link, courier, post, family member, personal assistant or another agreed channel.

22.2 Ordinary email and messaging services may not be fully secure. By choosing or continuing to use a channel after being informed of material risks, the Client authorises its reasonable use, subject to applicable law.

22.3 Swiss ETIQ may recommend encrypted transfer, password protection, separate transmission of passwords or another secure method for sensitive documents.

22.4 The Client must verify recipient details and promptly notify Swiss ETIQ of lost devices, compromised accounts, changed numbers or suspected fraud.

22.5 Swiss ETIQ may rely on electronic copies but may require originals, certified copies, notarisation, apostille or official translation.

22.6 Electronic delivery is effective when sent to the latest address or channel provided by the Client, unless Swiss ETIQ receives an error message or knows delivery failed.

22.7 Swiss ETIQ is not responsible for delay, interception, corruption or non-delivery outside its reasonable control, subject to the liability provisions and mandatory law.

23. Intellectual Property

23.1 Swiss ETIQ retains all intellectual-property rights in its templates, methods, processes, checklists, databases, presentations, training materials, website content, proposals, pricing structures and general know-how.

23.2 Upon full payment, the Client receives a non-exclusive, non-transferable right to use bespoke deliverables for the Client's personal or internal purposes.

23.3 The Client may not sell, publish, reproduce commercially, license, remove branding from or provide Swiss ETIQ materials to competitors without written consent.

23.4 Third-party materials remain subject to the rights and licence terms of the relevant owner.

23.5 The Client grants Swiss ETIQ a limited right to use Client-provided materials only as necessary to perform the mandate, comply with law and maintain records.

24. Compliance and Lawful Instructions

24.1 Swiss ETIQ provides services only for lawful purposes and may conduct reasonable identity, authority, sanctions, fraud, source-of-funds and reputational checks.

24.2 The Client must not request Swiss ETIQ to mislead an authority or provider, conceal a material fact, falsify a document, make an improper payment, evade tax, breach sanctions, misuse personal data, circumvent immigration law or infringe third-party rights.

24.3 Swiss ETIQ may refuse, suspend or terminate an instruction that appears unlawful, unsafe, unethical, misleading, beyond authority or professionally inappropriate.

24.4 Swiss ETIQ is not required to explain internal compliance concerns where disclosure would be unlawful, compromise controls or prejudice another person.

24.5 The Client shall provide information reasonably requested to establish identity, authority, beneficial ownership, source of funds, purpose of payment or compliance with law.

24.6 Swiss ETIQ may report or disclose information where required or permitted by applicable law or a competent authority.

25. Conflicts of Interest, Commissions and Benefits

25.1 Swiss ETIQ may work with preferred partners and may receive a referral fee, commission, discount, marketing contribution, hospitality or other benefit from a Third-Party Provider.

25.2 Swiss ETIQ shall disclose a material commission or conflict where required by law or where it could reasonably affect the Client's decision, normally before the relevant commitment where practicable.

25.3 Unless otherwise agreed, Swiss ETIQ may retain a disclosed commission or benefit and it does not automatically reduce Swiss ETIQ's fees.

25.4 Swiss ETIQ shall not knowingly allow a commission to override the Client's stated needs and may offer alternatives where reasonably available.

25.5 The Client must disclose personal, professional or financial relationships that may create a conflict in the mandate.

25.6 Swiss ETIQ may decline or cease work where a conflict cannot be appropriately managed.

26. Liability and Exclusions

26.1 Swiss ETIQ shall perform the agreed services with reasonable professional care and diligence, based on the information available and the scope of the mandate.

26.2 Swiss ETIQ does not guarantee any medical, legal, administrative, educational, financial, immigration, property, travel or other result.

26.3 Nothing in these Terms excludes or limits liability for wilful misconduct, gross negligence or any liability that cannot lawfully be excluded or limited.

26.4 To the extent permitted by law, liability for ordinary negligence is limited to direct, documented and reasonably foreseeable loss arising from a material breach of Swiss ETIQ's contractual obligations.

26.5 Subject to Clause 26.3, Swiss ETIQ's aggregate liability arising from or connected with a particular mandate shall not exceed the higher of: (a) the professional fees paid or payable to Swiss ETIQ for that mandate during the 12 months preceding the event giving rise to the claim; and (b) CHF 10,000.

26.6 Third-party fees, medical costs, travel and accommodation costs, taxes, deposits and amounts collected or paid on behalf of the Client are not professional fees for calculation of the liability cap. An individually negotiated liability cap in a Service Agreement prevails.

26.7 To the fullest extent permitted by law, Swiss ETIQ is not liable for indirect, incidental, special or consequential loss; loss of profit, revenue, savings, business, use, opportunity, goodwill or reputation; or emotional distress, inconvenience or loss of enjoyment unless compensation is mandatory.

26.8 Swiss ETIQ is not liable for a decision, omission, refusal, delay or error of a doctor, hospital, authority, insurer, school, university, landlord, owner, lawyer, tax adviser, bank, travel provider or other independent Third-Party Provider merely because Swiss ETIQ introduced, contacted, booked or coordinated that provider.

26.9 Swiss ETIQ remains responsible for exercising reasonable care in selection and instruction where this forms part of the agreed mandate and for its own conduct to the extent liability cannot validly be excluded.

26.10 Swiss ETIQ is not liable for loss caused by inaccurate, incomplete, outdated or misleading information supplied by the Client or another person; failure to follow professional advice or deadlines; exchange-rate movements, banking charges, price changes or provider insolvency; or circumstances outside Swiss ETIQ's reasonable control.

26.11 Swiss ETIQ is not liable for diagnoses, medical opinions, treatment recommendations, treatment delays, complications, adverse outcomes or acts or omissions of healthcare providers, subject to Clause 26.3 and liability for Swiss ETIQ's own conduct.

26.12 Swiss ETIQ shall use reasonable measures when processing documents and data. To the extent permitted by law, it is not liable for indirect loss resulting from temporary data unavailability, external telecommunications or cloud failures, cyberattack despite reasonable safeguards, use of an insecure channel chosen by the Client, or the Client's failure to retain copies.

26.13 Where Swiss ETIQ negligently loses, deletes or misdirects data or an original document, direct reasonable restoration, replacement or mitigation costs are subject to the liability cap, except where limitation is prohibited.

26.14 The Client must take reasonable steps to prevent and minimise loss and promptly notify Swiss ETIQ of an actual or suspected error, loss, unauthorised disclosure or circumstance that may give rise to a claim.

26.15 The Client shall notify Swiss ETIQ of a claim in writing, with relevant facts and available documents, as soon as reasonably practicable. Statutory limitation periods and mandatory rights remain unaffected.

27. Force Majeure

27.1 Neither party is liable for delay or failure caused by an event beyond its reasonable control, including natural disaster, epidemic, pandemic, war, terrorism, civil unrest, strike, border closure, government action, sanctions, transport disruption, utility or telecommunications failure, cyber incident, provider failure or serious illness.

27.2 The affected party shall take reasonable steps to mitigate the effect and resume performance when reasonably possible.

27.3 Swiss ETIQ may change providers, timing, method or scope where reasonably necessary. The Client remains responsible for work performed, expenses incurred and non-refundable third-party commitments.

27.4 If a force-majeure event materially prevents performance for a prolonged period, either party may terminate the affected service, subject to final reconciliation and mandatory law.

28. Duration, Suspension and Termination

28.1 A mandate may be indefinite, for a specified period, for completion of a defined project or for particular services, as stated in the applicable Service Agreement.

28.2 Completion of a project or expiry of a stated period ends the mandate unless the parties agree otherwise. Mandatory rights to revoke or terminate a mandate under Swiss law remain reserved.

28.3 Subject to mandatory law, either party may terminate an ongoing mandate at any time by written notice. The parties should normally give ten Business Days' notice for an ordinary ongoing mandate.

28.4 A monthly retainer may normally be terminated with at least 14 days' written notice before month-end. A dedicated family-office mandate may provide for a notice period of up to 30 days where substantial capacity is reserved. Such periods apply only to the extent compatible with mandatory law.

28.5 Swiss ETIQ may suspend services where an invoice, advance or Client Expense Deposit is overdue, and is not required to incur further costs, make bookings, advance funds or continue non-urgent work while amounts remain outstanding.

28.6 Swiss ETIQ may terminate for non-payment if an amount remains unpaid after a written reminder and an additional period of five calendar days, or immediately in serious or repeated cases, including failure to provide an agreed advance or a reversed or dishonoured payment.

28.7 Either party may terminate immediately where continuation cannot reasonably be expected. Swiss ETIQ may terminate immediately for threatening, abusive, harassing, discriminatory, violent or seriously disrespectful conduct; unlawful, fraudulent or unethical instructions; falsification or concealment; sanctions or data-protection risk; material misrepresentation; repeated non-cooperation; unresolved conflicting instructions; safety or reputational risk; or material breakdown of trust.

28.8 Swiss ETIQ may refuse an instruction outside scope, requiring qualifications or authorisation it does not possess, appearing unlawful or unsafe, creating an unmanaged conflict, being impossible within the requested time, or exposing a person to disproportionate risk. Refusal is not itself a breach.

28.9 Upon termination, the Client remains liable for fees for work performed, reserved capacity chargeable under the cancellation terms, approved expenses, non-refundable third-party costs, obligations validly entered into, and reasonable closing and handover work.

28.10 Swiss ETIQ shall prepare a final reconciliation. It may deduct earned fees, unpaid invoices, expenses, third-party obligations, cancellation charges and reasonable closing costs from advances, retainers and expense deposits.

28.11 Any remaining balance shall normally be refunded within 20 Business Days after final reconciliation and receipt of outstanding third-party invoices. A prepayment is not forfeited solely because of termination unless an expressly agreed non-refundable charge is lawful.

28.12 Upon request and subject to law, Swiss ETIQ shall return original Client documents, provide reasonable electronic copies of material records, transfer relevant files to an authorised recipient and reasonably cooperate with an orderly handover.

28.13 Substantial sorting, duplication, export, translation, courier or handover work may be charged at standard rates. Swiss ETIQ may retain copies where required or reasonably necessary for accounting, compliance, evidence, insurance or claims.

28.14 Where immediate cessation could create a serious foreseeable risk to health, safety or essential interests, Swiss ETIQ may take proportionate interim organisational steps to facilitate a safe handover, without assuming a continuing obligation. The Client bears reasonable resulting costs.

28.15 Termination notices must be in writing. A notice received outside Business Hours is deemed received at the beginning of the next Business Day.

28.16 Payment, confidentiality, data protection, intellectual property, liability, dispute resolution and provisions intended by nature to survive continue after termination.

29. Complaints Procedure

29.1 Swiss ETIQ is committed to providing services with care, professionalism, discretion and respect. A Client who is dissatisfied should raise the matter promptly.

29.2 Complaints should be submitted in writing to Ella Tolmacheva at ella.tolmacheva@etiq.ch and should include the Client's contact details, relevant mandate, description, dates, supporting documents and requested outcome where possible.

29.3 Swiss ETIQ shall normally acknowledge a complaint within two Business Days and may request additional information.

29.4 The complaint shall be reviewed by Ella Tolmacheva or another authorised person. The review may consider agreements, instructions, correspondence, records, invoices and communications with Third-Party Providers.

29.5 Swiss ETIQ shall normally provide a substantive written response within ten Business Days after receiving the information reasonably required. For a complex matter, it shall provide a status update and normally aim for a final response within 20 Business Days.

29.6 Swiss ETIQ may explain or clarify, acknowledge and correct an error, repeat a service, amend an invoice, offer a credit or goodwill solution, revise a procedure, or reject the complaint with reasons. A goodwill measure is not an admission of legal liability unless expressly stated.

29.7 A dissatisfied Client may request reconsideration within ten Business Days, explaining the remaining issues and providing new information. Swiss ETIQ may involve an independent lawyer, adviser or suitably qualified professional.

29.8 Complaints concerning an independent Third-Party Provider may need to be submitted directly to that provider or the competent professional, regulatory or complaints body. Swiss ETIQ may assist within the mandate but does not decide the outcome.

29.9 Where an internal complaint remains unresolved, the parties may by mutual written agreement attempt confidential mediation. The mediator is jointly selected; costs are shared equally unless otherwise agreed; participation is voluntary; and either party may end mediation.

29.10 A complaint does not automatically suspend payment. Undisputed amounts remain payable. Swiss ETIQ may suspend collection of a genuinely disputed amount at its discretion.

29.11 The complaints process is not an emergency service. Swiss ETIQ shall prioritise an actual or suspected unauthorised health-data disclosure or immediate safety risk where reasonably possible.

29.12 Complaints are handled confidentially and personal data is used only as reasonably necessary for investigation, resolution, legal compliance and protection of legitimate interests.

29.13 Swiss ETIQ shall not disadvantage a Client for a good-faith complaint but may act against knowingly false, abusive, threatening or unlawful complaints.

29.14 The complaints procedure does not restrict mandatory legal rights, court jurisdiction or statutory deadlines and does not suspend a limitation period unless agreed or required by law.

30. Amendments to the Terms

30.1 Swiss ETIQ may amend these Terms where reasonably necessary because of changes in law, regulation, services, technology, security, providers, fees or business operations.

30.2 The version applicable when a particular Service Order is formed normally governs that Service Order, unless mandatory law, the Service Agreement or a valid later acceptance provides otherwise.

30.3 For ongoing mandates, Swiss ETIQ shall give reasonable notice of a material amendment. If an amendment materially disadvantages the Client, the Client may terminate the affected ongoing service before the amendment takes effect, subject to payment of accrued amounts and mandatory law.

30.4 A change to fees shall normally be made through a revised Fee and Expense Schedule or individual notice and shall not retroactively change fees already earned.

31. Severability, Waiver, Assignment and Entire Agreement

31.1 If a provision is invalid, unlawful or unenforceable, it shall be limited or replaced to the minimum extent necessary to reflect its lawful commercial purpose. The remaining provisions remain effective.

31.2 A failure or delay in exercising a right is not a waiver. A waiver in one case does not apply to another case unless expressly stated.

31.3 The Client may not assign a mandate, claim or right without Swiss ETIQ's prior written consent, except where mandatory law permits otherwise.

31.4 Swiss ETIQ may assign or transfer the Agreement as part of a merger, restructuring, business transfer or succession, provided that Client rights and data-protection obligations are appropriately protected and mandatory law is observed.

31.5 The Agreement comprises the documents identified in Section 6 and supersedes prior discussions and representations concerning the same mandate, except for fraud and rights that cannot be excluded.

31.6 No person other than a party or an expressly identified beneficiary has a contractual right under the Agreement, subject to mandatory law.

32. Governing Law and Jurisdiction

32.1 The Agreement and all non-contractual obligations arising from or connected with it are governed by substantive Swiss law, excluding conflict-of-laws rules to the extent permitted.

32.2 Subject to mandatory jurisdiction rules, the courts at the registered office of Swiss ETIQ Partner GmbH in the Canton of Schwyz have jurisdiction.

32.3 Mandatory consumer jurisdiction, rights to bring proceedings at the consumer's domicile where applicable, and mandatory jurisdiction relating to property, employment or another protected matter remain unaffected.

32.4 The parties may agree to mediation or another dispute-resolution procedure without restricting urgent remedies or mandatory legal rights.

32.5 These Terms are issued in English and the English version is the controlling version. Any translation into German, Russian or another language is provided for convenience only and does not alter the English text, unless Swiss ETIQ expressly designates a translated version as controlling in that version.

33. Contact Details

33.1 Swiss ETIQ Partner GmbH Höhgadenweidstrasse 5 8852 Altendorf Switzerland

33.2 UID: CHE-409.290.562 Commercial Register No.: CH-130.4.035.898-8

33.3 Email: ella.tolmacheva@etiq.ch Telephone: +41 79 936 44 69 Website: www.etiq.ch

33.4 Authorised representative and complaints contact: Ella Tolmacheva, Partner and Managing Director.