1. INTRODUCTION AND ACCEPTANCE
Welcome to LUXORA — The Intelligent Luxury Marketplace. LUXORA is an intelligent luxury ecosystem integrating luxury commerce, artificial intelligence, professional authentication, market intelligence, digital collection management and dealer technology.
These Terms of Service ("Terms") govern your access to and use of www.myluxora.ai, mobile applications where available, the marketplace, AI-powered services, Collector Profile, DealerOS SaaS, Dealer Exchange and related services operated by LUXORA AI SDN BHD ("LUXORA", "we", "us" or "our").
By accessing our services, creating an account, submitting a booking request or completing a transaction, you agree to these Terms and the additional terms applicable to the selected service. Nothing in these Terms excludes statutory consumer rights that cannot lawfully be excluded.
2. OUR PLATFORM AND SERVICES
LUXORA provides the following services, subject to service activation, eligibility, product availability and applicable conditions:
- Luxury Marketplace: Discover, buy, sell, consign and source luxury watches, handbags and collectible goods.
- AI Authentication: Preliminary AI-assisted analysis of product images and references.
- Human Expert Verification: Professional physical inspection, authentication reports and certificates where applicable.
- AI Market Index: Historical pricing, market indices, observations and brand/model trends.
- AI Market Insights & Valuation: Indicative market values, price comparisons, demand and liquidity analysis.
- AI Agent Clara: AI-assisted discovery, support, sourcing enquiries and platform navigation.
- Certified Dealership: LUXORA's Commercial Dealer and Private Dealer programs.
- DealerOS SaaS: Inventory, listing, CRM, quotation, invoicing, orders, consignment, reporting and staff access tools.
- Dealer Exchange: Restricted B2B inventory discovery, wanted requests, offers, messaging and trade coordination.
- Collector Profile / My Collection: Digital collection records, purchase information, estimated values, wishlists and watchlists.
- Sell & Consign: Direct sale enquiries, product submissions, valuations and consignment.
- Pre-Order & Product Sourcing: Assistance sourcing specific items under agreed conditions.
- Membership & Subscriptions: Consumer memberships, dealer packages and applicable premium services.
- Additional services: Dealer profiles, authenticator profiles, appointments, market articles and customer assistance.
Services may be introduced in phases or governed by separate agreements. An illustrative feature or website mockup does not guarantee current availability.
3. OUR ROLE AND INDEPENDENT SELLERS
Depending on the transaction, LUXORA may act as marketplace operator, direct seller, consignment agent, technology provider or transaction/authentication coordinator. Where an independent dealer supplies goods, the relevant seller's identity and contractual role will be disclosed as required.
Independent sellers are responsible for lawful ownership, accuracy of listings, genuine goods and their contractual performance. LUXORA remains responsible for duties imposed directly upon it under applicable law.
4. USER ELIGIBILITY AND ACCOUNTS
Users must be 18 or older and legally able to enter binding transactions. Users must provide accurate information, safeguard account credentials and promptly report suspicious account access.
Identity, seller or business verification may be required for selected functions. LUXORA may reasonably restrict accounts to address fraud, serious policy breaches, unlawful activity or security concerns.
5. PRODUCT LISTINGS AND AVAILABILITY
5.1Dynamic inventory. Many LUXORA products are unique, pre-owned or simultaneously offered through multiple channels. An item may have been sold, reserved or withdrawn before its listing status is updated. A listing marked “Available” does not guarantee real-time availability.
5.2Final confirmation. ALL availability is subject to final verification by the LUXORA Customer Service Team with the relevant dealer or inventory holder. A booking enquiry or payment alone does not guarantee a confirmed reservation.
5.3Stock check. LUXORA will endeavour to confirm stock before asking for a deposit. Confirmations may expire; changes can occur where items are listed through other channels.
5.4Accurate disclosures. LUXORA and participating sellers will take reasonable steps to update listings and prevent knowingly false or misleading advertising. Sellers must disclose material condition, known defects, accessories, previous servicing and authentication status as appropriate.
5.5Seller information. Mandatory seller identity, contact, product, price, payment and delivery information will be disclosed in accordance with applicable marketplace requirements.
6. CERTIFIED DEALERSHIP
LUXORA operates exactly two Certified Dealership categories:
- Commercial Dealer: An approved business or professional luxury trader.
- Private Dealer: An approved individual or private seller.
Approval may involve identity and business verification, compliance review and separate program terms. Entitlements and applicable subscription fees may differ by category.
“LUXORA Certified Dealer” is LUXORA's independent marketplace designation, NOT authorization or endorsement by an original luxury brand. Dealer certification does not automatically mean every item has completed final product-specific authentication. Marketplace commissions are governed by the applicable Dealer Agreement; a 3% commission may apply to eligible dealer sales, while other approved packages or consignments may carry different rates.
7. PURCHASE AND ORDER CONFIRMATION PROCESS
The standard customer journey for eligible transactions is:
1.Browse Marketplace — review listings and product information.
2.Booking Request — submit an enquiry or booking request.
3.Customer Service Availability Check — verify stock, seller and price.
4.Deposit Payment — pay the applicable deposit after stock confirmation.
5.AI-Assisted Screening — preliminary product and transaction review.
6.Balance Payment — pay the outstanding purchase amount, subject to the agreed conditions.
7.Human Expert Verification — physical authentication where required.
8.Authentication Outcome — record inspection findings and issue the applicable certificate after successful verification.
9.Fulfilment — deliver or arrange collection once relevant conditions are met.
10.Completion & Dealer Settlement — close the transaction and initiate applicable seller payout.
Order acknowledgement does not necessarily mean final acceptance. LUXORA may reasonably adapt steps for specific transactions, provided material conditions are disclosed and customer rights preserved.
8. BOOKING DEPOSIT, ALTERNATIVES AND REFUNDS
8.1Deposit amount. The standard booking deposit is 5% of the listed or agreed purchase price, subject to a MINIMUM of RM500. THERE IS NO MAXIMUM DEPOSIT CAP. The exact amount is disclosed before payment.
8.2Deposit purpose. The deposit initiates the booking process and is credited toward the final purchase price if the sale proceeds. The deposit itself does not guarantee stock availability or final authentication.
8.3Unavailable product. If an item becomes unavailable after payment, including where it was sold before the listing was updated, LUXORA will notify the customer and endeavour to offer alternatives of the same or a similar brand, model, reference or specification. Any difference in price, condition or configuration will be disclosed.
8.4Customer choice. No substitute will be supplied or accepted without the customer's explicit approval. If the customer declines the alternatives or no suitable item is available, the booking can be cancelled and 100% of the deposit paid for the unavailable item will be refunded.
8.5Other failed transactions. Where a transaction is cancelled before completion, including required authentication failure or inability to fulfil the order, the relevant product payments will be refunded under these Terms and the customer's applicable rights.
8.6Refund method. Refunds normally return to the original payment method, where supported, and will be initiated without unreasonable delay after verification. Independent charges imposed by a card issuer, bank or foreign-exchange provider may be subject to that institution's terms. Any customer-payable charges will be disclosed before payment confirmation where applicable.
8.7Completed purchases. Once a deposit forms part of a completed purchase, later return or refund requests are governed by the applicable post-purchase conditions and mandatory consumer rights.
9. PAYMENT METHODS AND THIRD-PARTY SERVICES
9.1Preferred payment method. Direct bank transfer is LUXORA's preferred and recommended payment method, particularly for high-value transactions. Customers must pay only into accounts officially confirmed by LUXORA.
9.2Card payments. Credit or debit cards may be offered through approved payment service providers, depending on transaction eligibility, provider arrangements, card acceptance and location.
9.3Third-Party Payment Service Charges. Certain payment methods may involve processing or service fees charged by banks, financial institutions or third-party payment service providers. Where any related fees are to be borne by the customer, such fees will be clearly disclosed before payment confirmation.
9.4Bank or foreign exchange charges. An issuing bank or foreign-exchange provider may charge customers separately under its own terms; such charges are distinct from LUXORA's marketplace commission.
9.5Payment verification. An uploaded screenshot is not proof of cleared funds. LUXORA will verify receipt before progressing the transaction.
10. AI AUTHENTICATION AND HUMAN EXPERT VERIFICATION
LUXORA combines AI-assisted preliminary screening with professional human expertise. AI analysis may review submitted images, visible characteristics, reference data and available supporting documentation.
AI screening is preliminary, not conclusive proof of authenticity. Where required, the product is subject to physical examination by authorized experts. A certificate refers only to the identified item, inspection scope and findings at the time of assessment.
LUXORA reports and certificates are independent assessments, not documents issued by, or endorsed by, the original manufacturer.
11. AUTHENTICITY ASSURANCE
LUXORA is committed to supporting transactions involving genuine luxury products. Where successful expert verification is a condition of sale, the item must meet that condition before it is fulfilled as authenticated.
If an item fails required final authentication before transaction completion, the customer will receive a full refund of payments made for that item. Additional post-delivery authenticity guarantees, if any, are subject to their expressly published terms. Mandatory remedies for counterfeit or misrepresented goods remain unaffected.
12. RETURNS, REFUNDS AND COMPLAINTS
Refunds or other appropriate remedies may apply when a product cannot be supplied, required authentication fails, an alternative is declined, goods materially differ from the agreed description, goods are defective, or other applicable rights arise.
Uncompleted bookings are subject to Section 8. Completed purchases are subject to applicable returns conditions and mandatory consumer rights. LUXORA provides customer complaint channels and may coordinate with sellers and delivery or verification partners to resolve valid concerns.
13. DELIVERY AND COLLECTION
Product delivery, insured shipping where offered and gallery collection are subject to the applicable order conditions. Relevant charges, estimates, insurance and international customs obligations will be communicated as required.
Ownership, risk transfer and delivery responsibility are determined by the relevant sales agreement and applicable law.
14. SELL AND CONSIGN
Eligible luxury goods may be submitted for direct-sale review or consignment. A separate Consignment Agreement governs custody, the agreed minimum selling price, asking price, commission, payment and withdrawal.
Unless otherwise agreed in writing, LUXORA's standard consignment commission is 5% of the successful selling price. LUXORA may negotiate above the agreed minimum but will not sell below that minimum without the consignor's prior approval.
15. PRE-ORDER AND PRODUCT SOURCING
Customers may request sourcing of specific brands, models or configurations. A sourcing enquiry does not guarantee availability, final price or delivery date.
Before a binding pre-order is accepted, specifications, price, relevant deposits, fulfilment and cancellation terms will be disclosed. Material substitutions or changes require customer approval.
16. DEALEROS SAAS
DealerOS is a subscription-based software platform for eligible dealers. Activated modules may include inventory, listings, CRM, enquiries, quotations, invoicing, orders, consignments, authentication requests, analytics and staff permissions.
Dealers remain responsible for their business information and the lawful processing of customer data. Software access is licensed, not sold. Fees, billing, support, service availability, renewal, termination and data export may be governed by a separate DealerOS SaaS Agreement.
Where LUXORA processes personal data on behalf of a subscribing dealer, responsibilities will be defined by applicable privacy requirements and any relevant data processing agreement.
17. DEALER EXCHANGE
Dealer Exchange is intended for approved B2B participants. Available features may include inventory discovery, wanted boards, quotations, offers, messaging, trade reservations and transaction coordination.
A listing or offer does not by itself create a completed transaction. Dealers remain responsible for lawful ownership, product representations and their contractual obligations. LUXORA is not automatically an escrow provider, principal buyer or financing institution.
18. COLLECTOR PROFILE / MY COLLECTION
Collector Profile permits users to maintain private records of owned or desired luxury items, including images, purchase costs, reference details, valuations and wishlists. A digital collection entry is not proof of title, authenticity, provenance or insurance.
Estimated collection values are indicative. Information is handled under the Privacy Policy and applicable profile-sharing controls.
19. AI AGENT CLARA
Clara assists with product discovery, platform navigation and general service or market enquiries. AI-generated answers may be inaccurate, incomplete or outdated and do not independently authenticate goods or approve transactions.
Important authentication and transaction decisions remain subject to the applicable human review and final approval process.
20. AI MARKET INDEX, INSIGHTS AND VALUATION
LUXORA may provide market indices, observed quotations, historical price trends, estimated values, liquidity indicators and market commentary based on available and lawfully obtained information.
Listing prices, dealer quotes and completed transactions are different data categories. Estimates can vary with condition, accessories, geography and market demand, and are not guarantees of resale price, investment return or future performance.
21. MEMBERSHIPS AND SUBSCRIPTIONS
Free and paid memberships, dealer packages and premium features may be provided. Applicable price, duration, benefits, renewal and cancellation conditions will be disclosed before subscription.
Business-specific products may be governed by separate service agreements. A plan covers only its stated entitlements.
22. USER CONTENT AND INTELLECTUAL PROPERTY
Users must have rights to submit product photos, descriptions and reviews. Users grant LUXORA a limited, non-exclusive permission to host, process and display such material as needed to operate the relevant service, subject to privacy requirements.
LUXORA and its licensors retain rights to their software, trademarks, original content, technology and data structures. Unauthorized copying, scraping or interference is prohibited except where legally permitted.
23. THIRD-PARTY BRANDS AND TRADEMARKS
LUXORA is an independent luxury marketplace. Third-party brand names and trademarks are used for legitimate product identification and description, subject to applicable rights.
Unless expressly stated otherwise, LUXORA is not affiliated with, authorized by, endorsed by, sponsored by or officially connected with the manufacturers whose products are listed. LUXORA Certified Dealership and LUXORA Authentication are not manufacturer-issued designations.
24. PROHIBITED ACTIVITIES
Users must not list counterfeit or stolen goods, publish misleading information, misstate verification status, commit fraud, misuse personal information, interfere with systems or infringe intellectual property rights.
LUXORA may remove listings, investigate suspected abuse and impose reasonable account restrictions in accordance with applicable law.
25. PLATFORM AVAILABILITY AND CHANGES
Service availability may be affected by maintenance, third-party interruptions or technical issues. LUXORA may introduce, modify or discontinue features subject to existing contractual commitments and applicable law.
Material amendments to these Terms will be published and notified where required.
26. LIABILITY, GOVERNING LAW AND DISPUTES
LUXORA will exercise reasonable care in services it directly provides. Market estimates, AI outputs and independently supplied goods are subject to their respective limitations and risks. Nothing excludes fraud liability or consumer remedies that cannot lawfully be excluded.
These Terms are governed by Malaysian law. Customers should first contact LUXORA Customer Service for assistance. Eligible customers retain access to relevant authorities, tribunals and courts.
27. CONTACT INFORMATION
LUXORA AI SDN. BHD.
Registration No.: 201801024763
LUXORA Flagship Sales Gallery
#06-11-1, Level 6, Berjaya Times Square, No. 1, Jalan Imbi, 55100 Kuala Lumpur, Malaysia
Website: www.myluxora.ai
Customer Service Email: info@myluxora.ai
Telephone: +60 12 345 6789