DRAFT FOR THE LAWYER, 20 September 2026

Terms of use of the ePay application

Version [1.0] of [DATE]

1. Scope and the Seller's details

1.1. These Terms of use (the "Terms") are the standard terms on which "DII-TEH-GROUP" S.R.L. makes the ePay application available to natural persons and takes advances from them for the goods and services of the Network. The User does not negotiate the text: he accepts it as a whole or he does not open a User account.

1.2. The Seller is "DII-TEH-GROUP" S.R.L., a limited liability company registered in the Republic of Moldova, IDNO 1017600052819, VAT code 0508117, with its seat at mun. Chișinău, str. Socoleni 2/6.

1.3. The User contacts the Seller on [SUPPORT TELEPHONE], at dev@e-gaz.md and at https://epay.e-gaz.md. Written complaints are made, and the Balance is paid out, at the Seller's office at [OFFICE ADDRESS], during [OFFICE HOURS].

1.4. The number and the term of validity of the authorisations and licences under which the Seller carries on its activity, and the authority that issued them, are given at https://epay.e-gaz.md and in the App: [SELLER'S AUTHORISATIONS AND LICENCES].

1.5. The authority for consumer protection is the State Inspectorate for the Surveillance of Non-Food Products and Consumer Protection (Inspectoratul de Stat pentru Supravegherea Produselor Nealimentare și Protecția Consumatorilor), official page https://consumator.gov.md, telephone [INSPECTORATE TELEPHONE].

1.6. Through the App the User tops up the Balance, pays for fuel and wash at Sites of the Network from the Balance and receives the ePay discount. In the same App he uses the Company cards issued in his name, collects Stamps, redeems Coupons and sees the history of his operations. During a fuelling the Seller sets aside a Hold from the Balance, under clause 7.4; a Hold is not a payment and is released when the fuelling ends.

1.7. The App is downloaded and used free of charge. The Seller takes no commission for installing the App, for opening a User account, for a Balance top-up, for a payment or for closing the account. The price of the goods and services of the Network, with all taxes included, is shown at the Site and on the payment screen before confirmation. The User bears only the ordinary tariff of his own telephone operator for internet and for SMS messages.

1.8. The contract is concluded for an indefinite time. The User takes on no minimum duration and owes nothing in order to stay in the contract.

1.9. The contract is concluded by electronic means, in Romanian. The Seller offers translations into Russian and English, for understanding. Where the versions differ, the Romanian text prevails. Where a translation says something more favourable to the User than the Romanian text, the more favourable wording applies to that User.

1.10. The text of every version the User has accepted stays available in the App, can be saved and copied, and is sent on request on a durable medium, by e-mail or on paper at the office.

1.11. The Seller has signed up to no code of conduct.

1.12. Campaign rules: Stamps and Coupons (the "Campaign rules"), published in the App, and Annex No. 1 form an integral part of the Terms. The full text of the Campaign rules is made available to the User in textual form, on the acceptance screen, before he accepts, and a clause of the Campaign rules that was not made available in this way cannot be relied on against the User. The Privacy policy is notified to the User under art. 13 of Law No. 195 of 25.07.2024 on the protection of personal data, and is not accepted.

2. Definitions

2.1. Seller: the company named in clause 1.2, which owns every Site of the Network, sells all its goods, provides all its services and takes the advance.

2.2. Network: all Sites of the Seller under the marks eGaz, eWash, eDrive and eMarket.

2.3. Site: a place of sale of the Network, together with its equipment.

2.4. App: the ePay mobile application for iOS and Android published by the Seller, together with its updates.

2.5. User: a natural person who has accepted the Terms and holds a User account.

2.6. User account: the registration of the User in the ePay system, identified by the confirmed telephone number.

2.7. Balance: the User's money held by the Seller as an advance for the goods and services of the Network.

2.8. Balance top-up: the payment of an advance to the Balance.

2.9. ePay card: the User's personal card in the App, tied to the Balance.

2.10. Company: the legal entity or sole trader that has signed the contract for companies with the Seller.

2.11. Company account: the record of the Company's advance that is not placed on cards.

2.12. Cabinet: the Company's web workspace.

2.13. Company card: the card funded by a Company, of the kind Fuel, Wash or Combined, made available to a User.

2.14. Company user: a User who holds a Company card.

2.15. Company part and User part: the two amounts kept separately on a Company card, according to who paid them. Both belong to the Company, and neither of them forms part of the User's Balance.

2.16. Top-up by user: the payment of an advance onto a Company card by a Company user.

2.17. ePay discount: the lower price for payment from the Balance or from a Company card.

2.18. Hold: the amount set aside from the Balance during a fuelling.

2.19. Refund: money returned to the source it came from.

2.20. Account closure and balance payout: the end of the contract with payment of the whole Balance in cash, the only way money leaves the Balance apart from the cases in chapter 11.

2.21. Advance confirmation: the document the App issues for every Balance top-up through MIA.

2.22. Fiscal receipt: the receipt issued by the till of a Site or by the fuel equipment.

2.23. Rotating QR: the code on a card or on a Coupon that changes about every 30 (thirty) seconds.

2.24. Stamp, Coupon, Campaign: the elements of the scheme described in the Campaign rules.

2.25. Supplier: a third party that serves the Seller, among them the bank, the hosting firm and the SMS firm.

2.26. Limited network: the legal position described in clause 3.3.

2.27. Terms: this document, with the number and date of its version.

2.28. Day: a calendar day, unless the clause says otherwise.

3. The legal nature of the Balance

3.1. The Balance is an advance in Moldovan lei, paid by the User to the Seller for the goods and services the User will buy at Sites of the Network. The money stays the User's until the purchase and comes back to him under chapters 11, 12 and 13.

3.2. The Balance is not a bank deposit and is not electronic money. It bears no interest and is not indexed. The User cannot pass it to another person, cannot use it outside the Network and cannot get it back in any way other than the ways written in the Terms.

3.3. The Seller takes the view that the service provided through the Balance falls within the exception in art. 2 para. (2) point 11) letter a) of Law No. 114 of 18.05.2012 on payment services and electronic money, because every Site belongs to the Seller, the Sites carry a common mark and the Balance cannot be used outside them. That position is called a limited network. It follows that the activity is not regulated and not supervised by the National Bank of Moldova, and that the User does not have the protection the named law gives to users of payment services.

3.4. The Balance does not expire. The Seller charges no fee for keeping the Balance, for the absence of operations or for closing the account. The Seller does not close a User account for inactivity while the Balance is above zero.

3.5. A Balance top-up is not a condition of buying. Every good and service of the Network can be bought at the Site in the usual way, with cash or a bank card, at the price shown there. A Balance top-up is free and gives the right to the ePay discount.

3.6. A User's Balance must not exceed [MAXIMUM BALANCE] lei. One top-up must not exceed [SINGLE TOP-UP LIMIT] lei, and the total of a month's top-ups must not exceed [MONTHLY LIMIT] lei. The limits in force are shown in the App before a top-up is paid. A reduction of a limit applies at once; the maximum Balance is raised only under chapter 20.

3.7. The Seller grants no credit. A payment from the Balance goes through only if the Balance covers the amount in full.

4. Conclusion of the contract

4.1. The contract is concluded in these steps. The User installs the App, enters his mobile telephone number and confirms it with the code received by SMS. He then enters his name and surname, reads the Terms and the Privacy policy, ticks the acceptance box and presses the button "I accept".

4.2. Above the acceptance button, on the same screen, the App shows six rules in legible type, in their own words: a) the Balance is an advance paid to the Seller, it is not a bank deposit, the service is not supervised by the National Bank of Moldova, the User does not have the protection given to users of payment services, and the Balance does not expire; b) money is not paid out in cash and is not sent to another person, but comes back on closure of the account, in cash, at the office, against an identity document in the name of the account holder, and in the cases in chapter 11; c) the ePay discount may change, the percentage in force is shown before every payment, and a payment already confirmed keeps its price; d) the Terms have versions, a new version is announced at least [15] (fifteen) days in advance and is accepted before the next top-up or payment, and a User who does not accept it closes the account free of charge and receives the whole Balance; e) the User has 14 (fourteen) days from the day after the account is opened in which to withdraw from the contract, without a reason, using the form in Annex No. 1; f) on closure of the account the Stamps and the Coupons are cancelled. A reference to the text of the Terms does not replace this display.

4.3. Until the button is pressed, the User may correct any data he has entered: he may change the telephone number, the name and the surname, and may ask for a new code. The App shows the data entered before confirmation.

4.4. The contract is concluded at the moment the acceptance button is pressed. The Seller keeps the number of the accepted version, the date and the time of acceptance, and makes the text of that version available to the User in the App. Immediately after acceptance the Seller sends the User confirmation of the conclusion of the contract on a durable medium, by e-mail or as a file that can be saved in the App, giving the version number, the date and time of acceptance and the accepted text.

4.5. A User account is opened by a person with full capacity to act, that is, a person who has reached 18 (eighteen) years or who has acquired full capacity under art. 26 para. (2) and (3) of the Civil Code of the Republic of Moldova No. 1107 of 06.06.2002. If the Seller learns that a User account belongs to a person who does not meet this condition, it closes the account, stops the operations and pays out the whole Balance under chapter 13, to that person or to his legal representative.

4.6. One person holds one User account. The User account is personal. The User must not sell it, pass it on or make it available to another person.

4.7. The User gives his true name and surname. The Balance is paid out only to the person whose name and surname in the identity document match those in the User account. The User may correct his name and surname at any time through support, against his identity document; the correction does not touch the Balance and does not delay its payout.

4.8. The contract may be concluded in Romanian. At the User's choice the App shows the same text in Russian or in English.

4.9. The contract is performed on the territory of the Republic of Moldova, at Sites of the Network.

5. The User account and security

5.1. Access to the App is by telephone number and a code received by SMS. The App uses no passwords. One telephone number corresponds to one User account.

5.2. The User sees in the App the sessions open on his devices and may end them all at once. Signing in on a new device requires a new code by SMS. The session on a device ends if the App has not been opened on it for [12] (twelve) months; the User account and the Balance do not end for that reason.

5.3. The Rotating QR of a card and of a Coupon changes about every 30 (thirty) seconds. Each code is accepted once. A photographed code is not accepted for a payment.

5.4. Every payment is confirmed on the User's telephone, by face recognition, fingerprint or the device unlock code. On a device with no screen lock the confirmation is a single tap, and the User is responsible for having left the device unlocked. The biometric data are checked by the telephone's operating system and do not reach the Seller.

5.5. If the User loses his telephone, loses access to his number or suspects use by someone else, he tells support on [SUPPORT TELEPHONE] or at dev@e-gaz.md, or signs in to the App on another device. The Seller freezes the cards without delay, ends the older sessions and issues a new secret for the QR code. Payments confirmed before that notice are the User's, and payments confirmed after it are at the Seller's risk. This rule does not apply to payments made possible by an act of the Seller, of one of its Suppliers or by a fault in its systems: those stay at the Seller's risk, whenever they were confirmed.

5.6. The User changes his telephone number in the App: a code goes to the new number and the present device asks for face recognition or a fingerprint. The Balance, the cards, the history and the standing as a Company user are untouched. Without access to the old device and the old number, the change is made through support under the procedure in clause 5.10.

5.7. The User may ask at any time, in the App or through support, for his cards to be frozen. Freezing stops payments and does not touch the Balance.

5.8. A Balance top-up and a payment from the Balance need an internet connection.

5.9. To stop abuse, the Seller limits the number of SMS codes sent to one telephone number within a period of time. The App shows the User how long he must wait.

5.10. Where the User has lost both the device and access to his number, the account's number is moved through support under a risk-managed support procedure with a holding period. The procedure is not an identity verification and does not stand in for the User's physical presence. On the call, a member of the Seller's staff who holds this right asks the User about facts of the account (the month of registration, the last top-up, the site of the last purchase, the company cards, the company) and records in the system only the reason and the facts confirmed, with no card digits and no amounts; where the account has fewer than three such facts, the number is not moved by telephone and the User comes to the office with an identity document. When the procedure is opened the old number receives an SMS. The number is moved no sooner than [24] (twenty-four) hours later, and if the App is opened in that time in a session that existed before, the procedure is cancelled. On the move every session ends, the passkeys and the known devices are removed, and for [24] (twenty-four) hours paying from the Balance, the payout of the balance, closing the account and moving money between cards are not available; the App tells the User this and gives the reason. The risk is carried by these periods and by identifying the User at the moment of any payment of money to him. A request to close the account may be made at any time, and the period in clause 13.3 runs from the request.

6. Balance top-up

6.1. The User tops up the Balance in two ways: by an instant MIA payment started in the App, or with cash at the till of a Site that takes cash. There are no other ways in this version.

6.2. A top-up is at least [50.00] lei. A cash top-up at a till must not exceed [CASH LIMIT] lei in one operation. The limits in clause 3.6 apply to every top-up.

6.3. The Seller takes no commission and carries its own bank's fee. Whoever pays 100.00 lei sees 100.00 lei on the Balance. The fees the User's own bank charges him, if any, are a matter between the User and that bank.

6.4. The button that starts the payment of a top-up carries the wording "I pay [AMOUNT] lei", so that the User sees that pressing it creates a duty to pay. Next to the button, before it is pressed, the App shows the amount and the fact that it is an advance for the goods and services of the Network. The App also shows there that the money comes back under chapters 11, 12 and 13, that the contract runs for an indefinite time and that the User takes on no minimum obligation.

6.5. Before the first top-up the App asks the User to tick separately that he expressly requests the service to begin inside the withdrawal period in clause 12.1. The box is never pre-ticked, and the Seller does not infer this request from the Terms. The same box states what follows from it: a User who withdraws after spending part of the Balance pays the Seller an amount in proportion to what was supplied up to the withdrawal, and the rest of the Balance comes back to him.

6.6. The Balance rises at the moment the bank confirms the payment to the Seller, never earlier. If no confirmation arrives within [10] (ten) minutes, the purchase that was waiting for the top-up is cancelled and the Seller asks the bank to cancel the payment. Money that arrives later goes to the Balance, and the User gets a message in the App.

6.7. For every top-up through MIA the App issues an Advance confirmation carrying the elements of a primary document required by art. 11 para. (7) of Law No. 287 of 15.12.2017 on accounting and financial reporting. On request the Seller issues a paper copy. No Fiscal receipt is issued for such a top-up; the Fiscal receipt is issued at the purchase, by the equipment of the Site.

6.8. At a till the operation runs as follows: the cashier scans the Rotating QR of the card, sees the name, the surname and part of the telephone number, takes the money, issues the Fiscal receipt with the item "Avans (alimentarea soldului ePay)" (an advance, a top-up of the ePay balance) and credits the amount. The User sees the new Balance at once. Within [15] (fifteen) minutes of the credit the cashier may cancel his own credit, with the User's agreement, if the money has not been spent and the cash is handed back to the User.

6.9. When the Balance does not cover a purchase already started, the App does not open the ordinary top-up window but offers exactly the missing amount. If the missing amount is below the minimum, the App offers the minimum and says why. Example: the Balance is 33.00 lei, the fuel costs 300.00 lei, 267.00 lei are missing, and the App offers a top-up of 267.00 lei; after the payment the Balance is 300.00 lei and the purchase completes. Second example: 20.00 lei are missing, the App offers [50.00] lei, and after the purchase 30.00 lei stay on the Balance.

7. Payment from the Balance

7.1. In this version the Balance pays for fuel at eGaz Sites and for wash at eWash Sites. At eDrive and eMarket Sites the App serves to redeem Coupons and to top up the Balance with cash; purchases there are paid at the till in the usual way.

7.2. A payment starts in one of two ways: the User scans with the App the code shown at the Site, or the equipment of the Site scans the Rotating QR of the card and the App shows the request it has received.

7.3. The User sees on the screen the Site, the service, the amount, the ePay discount and the Balance that will remain, and then confirms as set out in clause 5.4. The payment is taken to be made at the moment of that confirmation.

7.4. For fuel the User picks an amount or a full tank. The Seller sets aside a Hold equal to the amount picked, and for a full tank a Hold equal to the Balance but no more than [HOLD CEILING] lei. A Hold stops that money being spent until the fuelling ends; it is not charged. Once the pump stops, the Seller charges the real cost and the rest of the Hold is released at once. Example: the Balance is 500.00 lei, the User picks a full tank, the Seller holds 500.00 lei, the pump dispenses fuel worth 287.40 lei with the ePay discount included, 287.40 lei are charged, and 212.60 lei are free again on the Balance in the same moment.

7.5. At a wash the User picks an amount, it is charged to the Balance and the post starts for that amount. If the post does not start, the Seller returns the amount to the Balance of its own motion, without any request. Time the User chose not to use is not refunded, and the App shows this warning before every confirmation.

7.6. The Fiscal receipt for the purchase is issued by the equipment of the Site, as with any other means of payment. The confirmation in the App does not take the place of a Fiscal receipt. The electronic copy of the Fiscal receipt is visible in the App and can be saved or sent on.

7.7. Pressing the button twice does not create a second payment: every operation carries a unique identifier, and a repeated press returns the result of the first operation.

7.8. The goods and services of the Network can be paid for at the Site at any time, with cash or a bank card, including when the App or the equipment is not working.

7.9. The goods and services bought at a Site carry the legal guarantee of conformity under Law No. 105 of 13.03.2003 on consumer protection. The Seller gives no additional commercial guarantee. Assistance after the purchase is given through the channels in chapter 14.

8. The ePay discount

8.1. The ePay discount is a reduction of the price granted for payment from the Balance or from a Company card. The Seller does not charge, and will not charge, any addition to the price for payment with cash or a bank card.

8.2. The ePay discount is expressed as a percentage. It is shown on the card and on the payment screen, together with the amount saved, before confirmation.

8.3. For fuel the percentage of the card used for the payment applies: the percentage of the ePay card, or the percentage in the Company's contract. For wash one percentage applies, the same for every card.

8.4. The percentage in force is the one the Seller has published in the App and shown before the confirmation of each payment. A payment already confirmed keeps its price, whatever changes come later. The Seller may lower a percentage only on one of the grounds in clause 20.1, or on a commercial ground stated in the announcement: a change in purchase prices, a change in taxes and excise duties, or the end of a Campaign period. A reduction is announced in the App at least [15] (fifteen) days in advance, and a User who does not accept it closes the account at no cost and receives the Balance under chapter 13. An increase of the percentage may apply at once.

8.5. In the Fiscal receipt the ePay discount appears as a reduction of price at the moment of sale.

9. Stamps and Coupons

9.1. Stamps are given only for payments from the Balance made with the ePay card. No Stamps are given for payments from a Company card.

9.2. A Coupon is personal, carries a Rotating QR and a short digit code which also changes and which serves when the scanner does not work. A Coupon is redeemed once, at a till. A Coupon has no value in money, is not exchanged for money and is not passed to another person.

9.3. The full rules, among them the thresholds, the periods and the cases of cancellation, are in the Campaign rules. Where that document and this chapter do not agree, the provision more favourable to the User applies.

9.4. In this version no Campaign is tied to a Balance top-up.

10. Company cards held by the User and Top-up by user

10.1. A Company card appears in the App when a Company adds the User as a Company user, by his telephone number. The User may ask the Company at any time to delete the card.

10.2. The Company part belongs to the Company. The Company funds it, may take it back in whole or in part, and may block or delete the card, without the User's agreement. The Seller carries out the Company's instructions.

10.3. The User uses the Company card according to the Company's instructions and is liable to the Company for any other use. The Seller is no party to the settlement between the User and the Company and does not step into it.

10.4. Top-up by user is switched off until the Company switches it on in its Cabinet. Before every such top-up the App shows, in legible type, the following text: "The money goes to the company [COMPANY NAME]. The amount becomes that company's advance, not your balance. You cannot get it back from the Seller, in cash, onto the Balance, or on closure of your account. The company settles with you outside ePay." The top-up goes ahead only after the User confirms that he has read this text.

10.5. The amount paid in this way is kept as the User part and is spent before the Company part. It belongs to the Company from the moment it is paid. The Company can neither take it back nor move it to another card, and the Seller does not pay it to the User in any case; the User's claim to that amount lies against the Company.

10.6. When the card is deleted or the User stops being a Company user, the Company part returns to the Company account. The User part is set aside and goes to the Company account [30] (thirty) days after the deletion, unless the Company asks in writing within that period that the amount stay on the card of the same Company user. The Seller pays the User nothing out of that amount.

10.7. The Company sees every operation on its cards, the label it gave the User and his telephone number in masked form. The Company does not see the ePay card, the Balance, personal payments or the full telephone number.

10.8. A Refund of a payment made from a Company card goes to that card.

11. Refunds

11.1. Money returns to the source it came from. An amount paid from the Balance returns to the Balance, and an amount paid from a Company card returns to that card. Money that came through a bank goes back to the account it came from. Cash at the office is an alternative the User chooses by his explicit consent; money that came through a bank is not paid out in cash without that consent.

11.2. The Seller makes the Refund without any request from the User when the wash post did not start after the payment, when the post stopped before supplying the service for the whole amount charged, or when the pump did not dispense fuel. Where the post stopped, the part not supplied is refunded. An unused Hold is released in the same way, and the User gets a message in the App.

11.3. A Refund asked for by a complaint is dealt with within the period in clause 14.2. The decision is taken by the Seller's accountant, on the data of the operation, the Fiscal receipt and what the User has set out, under clause 14.5. The decision does not restrict the User's right to go to the consumer protection authority or to the court.

11.4. A top-up through MIA made by mistake comes back in full, through the bank, to the account it came from, if the money of that top-up has not been spent and if no more than [3] (three) days have passed since it. This clause does not touch the right of withdrawal in chapter 12.

11.5. If a Company user topped up the wrong card, the Seller's accountant moves the untouched amount of that top-up between the two cards of the same User, within the same period and with the reason recorded. A movement from the ePay card onto a Company card is made at the User's request. A movement from the User part of a Company card onto the ePay card is made only with the Company's written agreement, because that amount belongs to the Company from the moment it is paid, under clause 10.5. The Seller's accountant decides within [5] (five) working days of the registration of the request and gives the decision with its reasons. The Company sees the movement in its Cabinet.

11.6. Apart from the cases in this chapter and in chapter 13, money does not leave the Balance: there is no cash withdrawal and no transfer to another person.

11.7. The Seller's accountant may make a Correction, that is, a fix to the Seller's own records, in two cases only: to take back an amount credited to a card by mistake, or to credit an amount owed to the User. A Correction cannot take back more than the amount credited by mistake and does not touch money the User has paid. Every Correction carries a reason, which is shown to the User in the history of his operations, and the User may make a complaint under chapter 14.

11.8. Refund of the Balance on request. The User may ask at any time, in the App or through support, for the Balance to be refunded without closing the User account. What has been spent stays spent. For the untouched amount of a top-up asked back within 14 (fourteen) days of that top-up, the refund is not at the Seller's discretion; for the rest of the Balance the Seller's accountant decides and gives the decision with its reasons. The payment is made within 14 (fourteen) calendar days of the request under the rule in clause 11.1: money that came through a bank goes back to the account it came from, and cash at the office is paid only with the User's explicit consent. An open complaint does not delay the refund.

12. The right of withdrawal from the contract

12.1. The User has the right to withdraw from the contract within 14 (fourteen) days, without giving a reason. The period starts running on the day after the day the contract was concluded, under art. 1060 para. (1) letter a) of the Civil Code of the Republic of Moldova No. 1107 of 06.06.2002.

12.2. To withdraw, the User uses the form in Annex No. 1 or any other unambiguous statement from which his decision to withdraw is clear, under art. 1062 para. (1) of the Civil Code. The statement goes to dev@e-gaz.md, through the App, or in writing to [OFFICE ADDRESS].

12.3. On receiving the statement the Seller closes the User account and pays out the Balance under chapter 13, no later than 14 (fourteen) days from the day it was informed of the withdrawal. An open complaint does not delay this payout. Apart from the proportionate amount in clause 12.4, withdrawal creates no cost and no liability for the User.

12.4. If the User expressly requested, under clause 6.5, that the service begin inside the withdrawal period, and he has spent part of the Balance, he pays the Seller an amount in proportion to what was supplied up to the day of withdrawal. In practice this means that the User keeps the fuel and the washes he bought, and the remaining Balance comes back to him.

12.5. Dispensing fuel and carrying out a wash at a Site are performances of contracts concluded there, not distance contracts, and the right of withdrawal does not reach them. In the alternative, even if they were treated as distance contracts, the exceptions in art. 1065 para. (1) letters a) and f) of the Civil Code apply. The Seller tells the User this on the payment screen, before every purchase.

12.6. If the Seller did not give the User the information about the right of withdrawal, the withdrawal period is extended under art. 1061 para. (1) of the Civil Code.

12.7. Proof that the pre-contractual information was given lies with the Seller. The Terms do not put that proof on the User.

13. Account closure and balance payout

13.1. The User may ask at any time for the User account to be closed, in the App or through support, without giving a reason and at no cost. Closure is not the only way to get the money back: a refund of the Balance on request, without closure, is governed by clause 11.8.

13.2. The Balance is paid in full under the rule in clause 11.1: the amount that came through a bank goes back to the account it came from, and cash is paid at the office at [OFFICE ADDRESS] only on the User's explicit agreement, given when he makes the request. The User comes with an identity document whose name and surname match those in the User account, states the telephone number of the account and confirms a code received by SMS on that number. The User signs the cash document. The Seller's system keeps the kind of identity document, its series and the last 4 (four) characters of its number. The cash-out document, which is a paper accounting document, records the name of the identity document, its number, the authority that issued it and the date of issue, because the Rules on cash operations, approved by Government Decision No. 764 of 25.11.1992, require those data when cash is paid out; that document is kept with the Seller's accounting documents and is not used for any other purpose. The Seller does not make or keep a copy of the identity document.

13.3. The payment is made within 14 (fourteen) calendar days of the User's request. The same period applies where the closure follows a withdrawal under chapter 12; it then runs from the day the Seller was informed of the withdrawal.

13.4. An open complaint or an unfinished fuelling may delay a closure the User asks for of his own accord until they have ended; the Seller tells the User what is holding the closure up. An open complaint does not delay the payout that follows a withdrawal under chapter 12, nor the refund on request in clause 11.8.

13.5. On closure the Coupons and the Stamps are cancelled. The Balance is never cancelled and is never kept by the Seller in any case.

13.6. Company cards are deleted on closure. The Company part and the User part follow the rule in clause 10.6; they do not form part of the Balance and are not paid to the User.

13.7. The Seller may terminate the contract only on one of the following grounds: a) the User obtained or tried to obtain money, the ePay discount, Stamps or Coupons through fictitious operations or through forgery; b) the User used the User account for another person or gave another person access to it; c) the User interfered with the working of the App, of the equipment or of the Seller's systems; d) an authority ordered it by a binding act. Termination is made by written notice with [15] (fifteen) days' notice, and in the cases in letters a) and c) without notice. The Balance is paid out under this chapter.

13.8. On the death of the User the right to the Balance passes to his heirs. The heir comes to the office with the certificate of inheritance and an identity document and follows the procedure in clause 13.2.

13.9. Closure of the account does not extinguish obligations that arose earlier and does not stop the handling of complaints already made. A User account opened later on the same telephone number starts from zero.

14. Complaints

14.1. The User makes a complaint in the App, from the operation it concerns, at dev@e-gaz.md or in writing to [OFFICE ADDRESS]. The complaint states the operation, the date, the Site, the amount and the reason. The User attaches a copy of the Fiscal receipt or of the Advance confirmation, if he has one.

14.2. The Seller records every complaint in the complaints register, confirms receipt and answers within 14 (fourteen) calendar days of receiving the complaint. The statutory period under art. 9 letter j) and art. 10 letter j) of Law No. 105/2003 stays untouched: it concerns putting right a non-conformity, and the promise to answer every complaint within 14 days is the Seller's own. The register holds the date of receipt, the subject, the measure taken and the date of the answer.

14.3. A refusal is given in writing, on paper or on another durable medium, with its reasons. No answer within the period counts as a refusal.

14.4. If the complaint is well founded, the Refund is ordered within the same period, to the source of the payment. The bank may take further time to put the money at the User's disposal, under its own rules.

14.5. The conformity of a good or a service is not settled by the Seller alone. The User may bring any evidence, among it the Fiscal receipt, photographs, witnesses and the result of an expert examination. The Seller states in its answer the data it relied on.

14.6. If the User is not satisfied with the answer, he may go to the State Inspectorate for the Surveillance of Non-Food Products and Consumer Protection, https://consumator.gov.md, telephone [INSPECTORATE TELEPHONE], or to the court.

14.7. Out-of-court settlement of disputes is governed by chapter IX of Law No. 105/2003. At the date of this version no alternative dispute resolution entity is listed for the Seller's sector, and the procedure is run by the subdivision set up within the Inspectorate named in clause 14.6, free of charge for the parties. After a refusal the Seller sends the User this information on a durable medium and says whether it will use that procedure.

14.8. A decision of the consumer-protection authority ordering a remedy, a replacement or a refund is carried out within 14 (fourteen) calendar days of the Seller receiving it, under art. 35 para. (4) letter p) of Law No. 105/2003.

15. Prohibited use and suspension

15.1. The User must not: a) open several User accounts or use another person's telephone number or account; b) obtain Balance, the ePay discount, Stamps or Coupons through fictitious operations, through untrue complaints or through payments split artificially; c) copy, forge or use the QR codes of the equipment or Coupons belonging to other persons; d) interfere with the working of the App, try to get unauthorised access to the Seller's systems or use automated programs; e) use a Company card against the Company's instructions; f) use the App to resell the goods and services of the Network.

15.2. On a proven breach or a well-founded suspicion of fraud, the Seller may limit certain functions, freeze the cards or suspend the User account. The check lasts no longer than [10] (ten) working days. When it takes the measure, the Seller tells the User at once the category of ground on which it was taken, except where telling him would obstruct the check or is forbidden by law.

15.3. The User may contest the measure through the channels in clause 14.1. The Seller answers within the period in clause 14.2. If the contest is well founded, the Seller lifts the measure and restores the cancelled Stamps and Coupons.

15.4. No measure under this chapter touches the Balance. The Balance stays the User's money and is paid out under chapter 13. A suspension does not stop the User's right to ask for closure of the account and payout of the balance under chapter 13, nor his right of withdrawal under chapter 12, except where an authority has ordered otherwise by a binding act.

15.5. The Seller may claim from the User only the real loss caused by the breach and proved by the Seller. The Terms provide for no penalties.

16. Messages and notifications

16.1. The Seller sends the User service messages through notifications in the App and, where needed, by SMS. These are confirmation of a top-up and of a payment, Refunds, release of a Hold, the issue and the expiry of a Coupon, the funding or the withdrawal of a Company card, security events on the account and the entry into force of a new version of the Terms. These messages are part of performing the contract and cannot be switched off in the App. If the User switches notifications off in the telephone settings, he reads them in the App.

16.2. Promotional messages are sent only with the User's prior consent, given separately in the App. The User may withdraw it at any time with one tap, without losing the service messages.

16.3. Messages from the User to the Seller go through the channels in clause 14.1 and are taken to be received on the day they are sent. A notice of the Seller that starts a period or ends the contract takes effect on the day it actually reaches the User, and the User may prove that he did not receive it.

16.4. The User keeps his telephone number and, if he gave one, his e-mail address up to date.

17. Liability

17.1. The Seller is liable for the non-performance or the improper performance of its obligations, under the law.

17.2. The Seller is liable for the Suppliers it uses to perform its obligations. It is not liable for the acts of the User's bank, for the working of public telephone and internet networks outside any contract of its own, for the app stores or for the User's device.

17.3. No clause of the Terms removes or limits the Seller's liability for loss caused intentionally or by gross fault, for harm to health or for death, nor the rights the law gives the User as a consumer.

17.4. The Seller makes efforts to keep the App working without interruption, but does not guarantee it: maintenance work, updates and equipment faults are possible. In such cases the goods and services of the Network are paid for at the Site, under clause 7.8.

17.5. For as long as an impediment beyond the Seller's control lasts, which the Seller could not reasonably be required to avoid or overcome, the non-performance is justified. The Seller tells the User of the impediment within a reasonable period. Neither the impediment nor the justification gives the Seller the right to keep money taken for goods and services it did not deliver; that money goes back to the Balance.

17.6. The User is responsible for the accuracy of the data he gives and, within the limits of clause 5.5, for the use of the User account by other persons.

18. Personal data

18.1. The Seller processes the User's personal data as data controller, under Law No. 195/2024 (Monitorul Oficial No. 367-369 of 23 August 2024, art. 574, in force from 23 August 2026) and the Privacy policy. The policy sets out the categories of data, the purposes, the legal bases, the retention periods, the recipients and the User's rights.

18.2. For the data of the operations on the Company's cards, the Company determines the purposes and the means of the processing and the Seller processes on its behalf. The User exercises his rights over those data against the Company; on request the Seller gives him the Company's contact details and passes the Company the request it received. For the User account and the Balance the Seller stays an independent controller.

18.3. No clause of the Terms removes or limits the User's rights in the protection of personal data and of private life.

19. Intellectual property, the app stores

19.1. The App, its code, its design, the names ePay, eGaz, eWash, eDrive and eMarket, the marks and the content belong to the Seller or to its licensors.

19.2. The Seller grants the User a non-exclusive, non-transferable and free right to install the App on his own devices and to use it for the duration of the contract and for the purposes of the Terms. The User must not decompile the App, modify it, distribute it or use it for other purposes.

19.3. The legal limits and exceptions to copyright stay untouched, among them the right to make a private copy.

19.4. The App is downloaded from the App Store and from Google Play, and the download is also subject to the conditions of Apple and of Google. Apple and Google are not parties to this contract and have no obligation under it. The Seller is responsible for the App.

19.5. The App runs on telephones with iOS version [IOS VERSION] or newer and Android version [ANDROID VERSION] or newer, with an internet connection. The App reads the camera for QR codes and uses face recognition or a fingerprint through the telephone's operating system. The App applies no other technical protection measures and needs no other programs.

20. Changes to the Terms

20.1. The Seller may change the Terms unilaterally only on one of the following grounds: a) a change in the law or a new requirement of an authority; b) a change of a Supplier or of the payment channel; c) a Site, a service line or a function of the App being added, and their withdrawal, provided that the withdrawal does not touch chapters 11, 12 and 13 and is announced under clause 20.2; d) the security of Users and of the systems; e) correction of an obvious slip of the pen or of calculation, the correction not reducing a right the User had in the earlier version. A unilateral change alters the pre-contractual information in clause 22.2 only through the User's express acceptance, given under clause 20.4.

20.2. The Seller announces the change at least [15] (fifteen) days before the day it starts to apply, in the App and by SMS or e-mail. The announcement gives the date it takes effect and a short list of the changes.

20.3. A User who does not accept the change closes the account before that day and receives the whole Balance under chapter 13, at no cost. This right is not limited in any way.

20.4. At the first opening of the App after the day it takes effect, the User sees the list of changes and the button "I accept". Until he accepts, no top-up and no payment can be made. The Balance, the Coupons, the Stamps and payments already confirmed are untouched by that wait, and account closure with payout of the balance and withdrawal under chapter 12 stay available. The block does not apply before the effective date given in the announcement under clause 20.2, and this screen follows that announcement rather than replacing it.

20.5. The Campaign rules are changed by the same procedure.

20.6. The percentage of the ePay discount changes under clause 8.4.

20.7. Every version carries a number and a date. The versions the User has accepted stay available in the App and are sent on request on a durable medium.

21. Applicable law and settlement of disputes

21.1. The Terms are governed by the law of the Republic of Moldova.

21.2. The parties first look for a solution through the complaints procedure in chapter 14 and through the out-of-court route in clause 14.7.

21.3. Disputes not settled that way are heard by the courts of the Republic of Moldova. The User may bring his action before the court of his own domicile.

21.4. The Terms do not oblige the User to go to arbitration and do not limit the evidence he may bring.

22. Final provisions

22.1. The Terms, the Campaign rules and Annex No. 1 make up the contract between the User and the Seller concerning the App and the Balance.

22.2. The pre-contractual information the Seller gave the User forms part of the contract and may be changed only by the express agreement of the parties.

22.3. If one clause is void, the remaining clauses stay in force and the contract runs on without the void clause.

22.4. The Seller may transfer its rights and obligations under this contract to an entity it controls, or as a result of a merger or another reorganisation, only where the transfer does not worsen the User's position. In every other case the User's consent is needed.

22.5. The fact that the Seller has not exercised a right does not mean it has given that right up.

22.6. The limitation periods are set by law. The Terms neither shorten them nor change them.

22.7. The Seller's details: "DII-TEH-GROUP" S.R.L., IDNO 1017600052819, VAT code 0508117, seat mun. Chișinău, str. Socoleni 2/6, office [OFFICE ADDRESS], telephone [SUPPORT TELEPHONE], e-mail dev@e-gaz.md, page https://epay.e-gaz.md. Support hours: [SUPPORT HOURS].

Annex No. 1. Withdrawal form

WITHDRAWAL FORM

To be completed and sent only if the User wishes to withdraw from the contract.

By this notice I give notice of my withdrawal from the contract for the supply of the following services: use of the ePay App and of the user account.

( ) I agree to receive the amount in cash at the Seller's office.