Terms and conditions

Terms and conditions of service

1. Who we are

JRP & Co. is an independent company that provides analysis, advisory and support services relating to issues affecting Amazon sellers. We are not Amazon and we are not affiliated with, sponsored by or endorsed by Amazon.com, Inc. or any of its subsidiaries. "Amazon" and its trademarks belong to their respective owners and are mentioned solely to describe the scope of our services.

2. What we do and what we do not

Our services consist of analysing the available information, assessing the existing options and providing guidance and support in accordance with the service ordered. This is an obligation of means: we put our professional knowledge and diligence at the service of the case, not an obligation to achieve a result.

Accordingly, JRP & Co. does not guarantee the recovery of accounts, the reactivation of listings or ASINs, the release of funds or reserves, the acceptance of appeals, the passing of verifications or any other specific outcome. Ordering our services is not a promise of success or a guarantee that the problem will be resolved.

We do not claim to have privileged access to Amazon's internal systems or the ability to directly influence its decisions. Anyone who tells you otherwise is not speaking on behalf of JRP & Co.

The following also fall outside our services: legal or judicial representation, tax or accounting advice (including the filing of VAT returns), the creation of new accounts or any action aimed at circumventing Amazon's policies, and the preparation or alteration of documents that do not reflect reality.

3. Amazon retains control and the final decision

Amazon retains at all times control and the final decision over seller accounts, suspensions, deactivations, reactivations, listings, verifications, appeals, payments, reserves and withholdings of funds and the other internal procedures of its platform, as well as over their timeframes and criteria.

The customer understands and accepts that the outcome of their case depends on factors we do not control, including Amazon's decisions, its policies and its interpretation of them, Amazon's response times and the information and documentation available to the customer. Providing the service does not guarantee that Amazon will respond or that it will respond favourably.

4. Customer obligations

• To provide complete, truthful and up-to-date information, including all communications received from Amazon and any appeals previously submitted.
• To supply within the deadline the documentation that we reasonably request.
• To review and approve any communication, response or appeal before it is sent to Amazon. The customer decides whether to send it and sends it from their own account, unless they expressly authorise us in writing to do otherwise.
• Not to request from us any action that is contrary to the law or to Amazon's policies. We may refuse any such request.

We will not ask for passwords or verification codes for the seller account. The consequences of incomplete, inaccurate or false information provided by the customer are not attributable to JRP & Co.

5. Case Review service — €49.99

What it includes

• Analysis of the information and documentation provided by the customer (Amazon communications, screenshots, documents and previous appeals).
• An initial assessment of the customer's situation.
• Up to 2-3 exchanges of information by email to clarify any queries.
• An explanation by email of the options or next steps that we consider reasonable, or of the fact that we do not see a reasonable course of action.

What you should know before ordering

• The payment of €49.99 remunerates the analysis work carried out, not a guarantee of obtaining a favourable result.
• The review may conclude that there is no reasonable course of action or that we cannot accept the case for a subsequent service.
• The initial review does not guarantee that we will be able to accept the case for subsequent support or that Amazon will resolve the issue favourably.
• If, after carrying out the review ordered, we conclude that we cannot help you or we decide not to offer you additional support, the amount of €49.99 will not be refunded for that reason alone.
• If we accept the case for Case Support and you decide to proceed, the €49.99 is deducted from the price of €399: you will pay €49.99 for the review and only a further €349.01. The deduction applies if you order Case Support within 30 days of delivery of the review.

Indicative delivery time: 5 working days from when we receive payment and the necessary information. This is a reference period, not an essential term.

6. Case Support service — €399 / 30 days

This is offered only to customers whose case we have previously reviewed through Case Review and expressly accepted for subsequent support.

What it includes (as agreed for each case)

• Follow-up of the case during the period ordered.
• Review and analysis of new communications and responses from Amazon.
• Review of documentation.
• Guidance on the next steps.
• Support in preparing responses, action plans or appeals, which the customer reviews, approves and sends.
• Analysis of new issues directly related to the accepted case.
• Communication by email during the period ordered.

What it does not include

• New issues unrelated to the accepted case, or accounts other than the one reviewed.
• Legal or judicial representation, court or arbitration claims against Amazon, and tax or accounting advice.
• Any guarantee of a result or of Amazon's response time.

When the 30 days begin

The period of 30 calendar days begins on the day on which we confirm to you by email that the service has started, which we will send once payment has been received. The period is not extended by Amazon's response times or by delays on the part of the customer in providing information.

How we communicate

All communications are made by email, from and to the addresses given when ordering, so that a record is kept. We respond within an indicative period of 2 working days (Monday to Friday, excluding public holidays). Communications that require your authorisation will be considered approved only with your express confirmation by email.

Price

The price of €399 remunerates the professional support ordered during the agreed period, irrespective of the decision taken by Amazon. JRP & Co. does not control Amazon's timeframes, criteria or decisions.

7. Ordering and acceptance

To order any of the services you must read these terms and tick the corresponding acceptance box, which appears unticked and is mandatory. Without that affirmative action it is not possible to complete the order.

When the order is completed we record: the date and time, the service and price, the version of these terms, confirmation that you ticked the box and the exact text accepted, and the fingerprint (SHA-256) of this version of the terms, which we keep published at a fixed address. We send you an email confirmation stating the service ordered and the link to the version of the terms that you accepted.

8. Price and payment

Prices are stated in euros. Payment is made in advance by the means that we indicate to you after ordering. The service does not begin until we receive payment.

9. Liability

JRP & Co. is responsible for providing the services ordered with the professional diligence that may reasonably be required. We are not liable for the decisions, actions, timeframes or omissions of Amazon or of third parties, nor for the consequences of incomplete or inaccurate information provided by the customer or of communications that the customer has decided to send.

To the extent permitted by law, the total liability of JRP & Co. arising from each service is limited to the amount actually paid for that service, and we will not be liable for loss of profit or for indirect losses (such as sales not made while the issue lasts).

10. Confidentiality and personal data

We treat the information about your case as confidential and use it only to provide the service. The processing of personal data is governed by our Privacy Policy. We keep the record of acceptance of these terms for as long as necessary to evidence the order and to deal with any claims.

11. Changes to the terms

We may update these terms. We keep every version published, and each order is subject to the version that the customer accepted at the time of ordering, which is stated in the confirmation email.