Customer Conduct and Safety

The order confirmation or contract will state whether the Operator is the direct seller or service provider, acts for a supplier, operates as a marketplace intermediary, or provides information only. The contracting party and, where different, the supplier and their contact details must be shown before payment. The names ANQ, Kaleske, DOROB, Kaleske House and Kaleske Shop do not by themselves establish separate legal persons.

This policy applies to customers, companions, guests, travellers, property viewers, sellers and providers using the surfaces or services. Each provider is responsible for premises and activities under its control; the Operator is responsible for warnings, coordination and action accepted within its role.

Before an order is accepted, the description, total price and currency, taxes and mandatory charges, performance time or period, material restrictions, cancellation rules, and responsible party will be disclosed. A contract becomes binding when clear acceptance is issued and, where required, an authorised payment is confirmed; an acknowledgement of a request alone does not guarantee acceptance.

Threats, violence, harassment, discrimination, unwanted sexual conduct, damage, theft, prohibited substances or weapons, dangerous disruption and disregard of safety directions are prohibited. Accessibility needs, relevant medical conditions, children or vulnerable persons should be disclosed early only as necessary and with privacy; disclosure does not replace medical judgment or emergency services.

The Operator and the relevant supplier must perform the accepted service with reasonable care and in accordance with the confirmed information. The customer must provide complete and accurate information and required documents, cooperate on time, observe safety and conduct requirements, and check names, dates, destinations, specifications and price before confirmation.

In immediate danger, a person should contact local emergency services and then, if safe, notify [email protected]. An incident report should include time, place, persons, description, witnesses and available evidence. The Operator takes reasonable steps to protect, preserve evidence, assist, notify an insurer or authority and prevent recurrence, while respecting confidentiality as far as possible.

Rights to change or cancel and the refundable amount depend on mandatory law, the extent of performance, costs actually incurred, and terms disclosed before purchase. Nothing in this document removes a non-waivable consumer right. A deduction is made only where lawful, genuinely connected to the order, and disclosed in advance.

For risk or a material breach, service, admission or an account may be temporarily restricted. A measure must be based on a reasonable assessment, severity and urgency and go no further than necessary; where possible, reasons, duration and an appeal route are given. An unproven allegation alone does not justify a permanent penalty, and a malicious report is also reviewed.

Where a third party is involved, each party's responsibility follows the disclosed role, the contract and the law. The Operator remains responsible for its own conduct, information it must provide, and obligations it accepts, and is not released from statutory responsibility by a general disclaimer. No limitation applies to fraud, wilful misconduct, personal injury, or responsibility that the law does not permit to be limited.

Cooperation with police, border authorities, medical services, insurers or a venue is limited to law and necessity. Nothing in this policy removes an offender's personal responsibility, a provider's legal responsibility or a victim's right to assistance and remedy.

Send a complaint to [email protected] with the order number, a clear description, relevant evidence and the requested remedy. Receipt will be acknowledged within 3 business days and a target response provided within 15 business days; a complex matter may take longer with notice and reasons. Armenian law governs without removing mandatory protection of the consumer's residence. Once approved by Armenian counsel, the Armenian version controls interpretation to the extent permitted; a translation difference will not be read to reduce mandatory rights.