Terms and Conditions – Clients (Global)

SOS Expat of WorldExpat OÜ (the “Platform,” “SOS,” “we”)

Version 2.2 – Last updated: June 16, 2025

1Purpose and Scope

1.1. These general terms and conditions (“T&Cs”) govern the use of the Platform by any individual or legal entity who creates a client account and books a service via the Platform (the “Client”).

1.2. Role of SOS Expat. SOS Expat is a connection platform: (i) with independent lawyers (“Lawyers”), and/or (ii) with independent expat helpers (“Helpers”). SOS Expat is not a law firm, does not provide legal, medical, tax, or regulated advice, and is not a party to the service contract concluded between the Client and the provider (Lawyer/Helper).

1.3. Electronic Acceptance (click-wrap). By checking the acceptance box and/or using the Platform, the Client accepts these T&Cs (electronic signature). SOS may retain technical evidence (timestamp, identifiers).

1.4. Changes. We may update the T&Cs and/or fees with prospective effect by posting on the Platform. Continued use constitutes acceptance.

2Accounts, Eligibility, and Use

2.1. Age and Capacity. The Client declares they are at least 18 years old and legally competent. For legal entities, the user declares they are authorized to bind the company.

2.2. Accuracy of Information. Information provided (identity, contact methods, country, purpose of request) must be accurate and up-to-date.

2.3. Proper Use. The Client shall not engage in any unlawful or abusive use (fraud, illegal content, harassment, infringement of third-party rights, payment diversion, etc.). No use for medical or life-threatening emergencies; SOS is not an emergency service.

2.4. Availability. The Platform is provided “as-is”: uninterrupted availability is not guaranteed (maintenance, incidents, force majeure).

3Nature of Bookable Services

3.1. Calls with Lawyers. Short orientation consultations (e.g., 20 minutes). The Lawyer remains solely responsible for their advice and compliance with professional ethics/local laws.

3.2. Calls with Helpers. Unregulated assistance (practical guidance, informal translation, local contacts…). No legal/medical/regulated advice without appropriate local license.

3.3. No Guarantee. We do not guarantee outcome, quality, suitability for specific needs, or provider availability.

4Prices, Currencies, and Connection Fees

4.1. Price Display. The total price shown at booking includes: (i) the provider’s fee (Lawyer/Helper) as per the presented offer, and (ii) the connection fee due to SOS (flat fee).

4.2. Connection Fee (flat). €19 (EUR) or $25 (USD) per connection (excluding taxes), included in the total price. SOS may modify this fee and/or publish local rates per country/currency with prospective effect.

4.3. Currencies & Conversion. Prices may be offered in multiple currencies. Payment provider fees/exchange rates may apply.

4.4. Taxes. Displayed prices include VAT or applicable taxes on the connection fee, if any. Providers remain responsible for their own tax obligations.

5Booking, Call, and Contact Attempts

5.1. Definition of “Connection.” Connection occurs when: (a) Client–Provider contact information is transmitted, and/or (b) a call/messaging/video channel is opened via the Platform, and/or (c) the Provider accepts a Client request.

5.2. Call Attempts. For immediate calls, the Platform makes up to three (3) attempts within about 15 minutes (unless stated otherwise in-app).

5.3. Provider Unavailability. If no connection occurs after attempts, the booking is canceled and the Client is fully refunded.

5.4. Client Non-Response. If a connection occurs (per 5.1) but no effective exchange happens (no answer, busy, refusal, premature end), payment remains due and non-refundable.

5.5. Communication Quality. Client must be in adequate coverage area and use compatible equipment. SOS is not responsible for third-party network interruptions.

6Right of Withdrawal (Consumers) & Immediate Execution

6.1. Information. If the Client is a consumer and local mandatory law provides a right of withdrawal, it may be exercised within legal deadlines unless the Client requests immediate execution.

6.2. Waiver. By booking an immediate or scheduled call before the legal deadline expires, the Client requests immediate execution and acknowledges that, once fully performed, the right of withdrawal is lost. For partial execution before withdrawal, the Client must pay for services already provided and the connection fee, non-refundable.

6.3. Formality. The Platform collects explicit acceptance of these points at booking, when required.

7Payment, Security, Chargebacks

7.1. Single Payment & Allocation. The Client makes a single payment via the Platform covering (i) the Provider’s share and (ii) the connection fee. SOS (or its payment provider) collects, deducts its fees, and transfers the balance to the Provider.

7.2. Security. Payments are processed by third-party payment providers. KYC/AML controls may apply.

7.3. Chargebacks/Disputes. In case of payment dispute, SOS may provide strictly necessary data to the payment provider and suspend related services/payments.

7.4. Compensation. If a refund is granted to the Client, the corresponding share is deducted from the relevant provider; SOS may offset against future payments.

8Cancellations and Refunds

8.1. General. Except for mandatory legal provisions:

* connection fees are non-refundable once the connection occurs (5.1);

* provider fees are non-refundable once the service starts, unless waived by the Provider.

8.2. Client Cancellation Before Connection. Full refund.

8.3. Provider Cancellation. Full refund. SOS may offer rerouting to another available provider.

8.4. Technical Issues Attributable to SOS. Refund or re-credit at SOS discretion, to the extent permitted by law.

9Behavior, Security, and Content

9.1. Respect. Client agrees to behave respectfully, not record or share exchanges without legally required consent, and not solicit illegal acts.

9.2. Provided Content. Information provided must be honest, accurate, and lawful. Client indemnifies SOS and Provider against claims related to illegal content.

10Personal Data

10.1. Roles. For data strictly necessary for connection, SOS and the Provider act as independent controllers for their own purposes.

10.2. Bases & Purposes. Contract performance (booking), legitimate interests (security, fraud prevention, improvement), compliance (AML/sanctions), and consent if required.

10.3. International Transfers possible with appropriate safeguards.

10.5. Security. Reasonable technical/organizational measures; breach notification as required by law.

10.6. DSA Compliance. The Platform operates as an intermediary service within the meaning of Regulation (EU) 2022/2065 (Digital Services Act). SOS Expat implements mechanisms for reporting illegal content and cooperates with competent authorities in accordance with the DSA.

11Intellectual Property

The Platform, its trademarks, logos, databases, and content are protected. No rights are transferred to the Client. Use is strictly limited to personal access per the T&Cs.

12Liability

12.1. Independent Providers. Client acknowledges that Lawyers and Helpers are independent. SOS is not responsible for advice/services provided or their outcome.

12.2. Limitations. To the extent permitted by law, SOS’s liability for proven direct damage is limited to the total price paid by the Client for the relevant booking. SOS is not liable for indirect/special/consequential damages (loss of opportunity, profit, reputation, etc.), to the extent permitted.

12.3. No Guarantee. SOS does not guarantee continuous availability of the Platform or absence of errors.

13Governing Law, Dispute Resolution, and Competent Courts

13.1. Substantive Law. For each service covering a given country, the SOS–Client relationship is governed by the laws of the country of intervention without depriving the consumer of mandatory residence rights. Supplementarily, Estonian law governs T&Cs interpretation/validity and issues not governed by local law.

13.2. ICC Arbitration (Consumer Option) / Mandatory for Non-Consumer.

* Non-consumer Client (B2B): ICC arbitration mandatory, seat: Tallinn (Estonia), language: French, substantive law per 13.1, confidential procedure.

* Consumer Client: Option to resort to ICC arbitration (same terms) or competent courts under applicable mandatory laws.

13.3. Estonian Courts Competence (Tallinn). For any non-arbitrable claim, enforcement of awards, or urgent measures, exclusive competence of Estonian courts (Tallinn), without prejudice to mandatory consumer rights.

13.4. Waiver of Class Actions (where permitted). Any collective/group/representative action is excluded, unless mandatory law of consumer residence provides otherwise.

14Termination/Suspension and Miscellaneous

14.1. Suspension. SOS may suspend/close accounts in case of fraud, non-compliance, abuse, or legal risk.

14.2. Entire Agreement. The T&Cs constitute the entire agreement between SOS and the Client for Platform use.

14.3. Languages. Translations may be provided; French prevails for interpretation.

14.4. Partial Invalidity. If a provision is invalid/unenforceable, the rest remains in force; it may be replaced by a valid clause of equivalent effect.

14.5. No Waiver. Failure to exercise a right does not constitute waiver.

15Contact