Eona General Terms and Conditions

1. Who we are

EONA is a platform and trademark of Bullion Link Trading – FZCO, a free zone company registered at DSO-IFZA, IFZA Properties, Dubai Silicon Oasis, Dubai, United Arab Emirates.

• Trade licence: No. 53684, issued by the Dubai Integrated Economic Zones Authority (DIEZ).
• Registration: Bullion Link Trading – FZCO is registered with the UAE Ministry of Economy and Tourism as a Dealer in Precious Metals and Stones and is supervised by that Ministry for anti-money-laundering purposes.
• Contact: info@eona.ae, telephone +971 54 777 1050.

In these Terms, "EONA", "we", "our" and "us" mean Bullion Link Trading – FZCO. "You" means the individual client.

2. What EONA does

EONA is a dealer in physical precious metals (gold, and silver where offered) with arranged vault storage. Through the platform you can:

• buy physical precious metals from us at the buy price shown on the platform;
• have the metal you buy allocated to identified bars and stored for you with an independent vault operator, Loomis, in Dubai;
• sell your metal back to us at the sell price shown on the platform.

Execution-only service. No advice. We sell, buy back and arrange storage of physical precious metals. We do not give investment, financial, tax or legal advice, and we do not recommend whether, when or how much to buy or sell. Every purchase and sale is made on your own decision. Prices, charts, market news and educational content on the platform are general information only. They are not advice or a recommendation. If you need advice, consult an independent adviser.

What EONA is not. Precious metals bought through EONA are physical goods. They are not a deposit, a savings account, a security, a fund or any other financial product. EONA does not pay interest or any return. EONA is not licensed by the Capital Market Authority or the Central Bank of the UAE, and your metal and your money held by us are not protected by any government deposit-protection or compensation scheme.

3. Key terms

• Platform price: the buy or sell price shown on the platform at the moment you confirm an order, based on the international spot price plus a premium (when you buy) or minus a discount (when you sell), as described on the Fees and Spread page. We execute your order at our current price; if it differs from the price you confirmed by more than 0.25%, we do not execute the order and show you the new price instead. The buy price and the sell price are both derived from the international market price for the metal, as explained on the Fees and Spread page.
• Payment on account: money you send us in advance, only to pay for precious metals you intend to buy from us. It is shown in the app as "Funds for purchases".
• Registered bank account: a bank account in your own name that you have registered with us and that we have verified.
• Bar: a physical bar of precious metal with its own serial number, held at the vault.
• Co-ownership share: where you buy less than a whole bar, your recorded share, in grams, of an identified bar that you hold together with other EONA clients.
• Recurring purchase: an instruction you give us to buy a fixed amount of a chosen metal at regular intervals (see section 7).

4. Eligibility and onboarding

To open an account, you must:

• be an individual aged 18 or older;
• complete identity verification through our verification provider, using a valid identity document and a live selfie (liveness) check, and pass our sanctions and politically-exposed-person screening;
• give your explicit consent to the processing of your biometric data for identity verification, as explained in the Privacy Policy;
• provide any further information and documents that our due-diligence procedures require, including proof of address, source of funds and source of wealth;
• register a bank account in your own name for all payments to and from us.

Restricted persons and countries. You may not use the service if you are subject to sanctions, or if you are a national or resident of Iran, the Democratic People's Republic of Korea (North Korea), Myanmar or Afghanistan, or of any country subject to comprehensive United Nations sanctions. We may update this list under our anti-money-laundering and sanctions policy. The current list is available on request from compliance@eona.ae.

Your ongoing obligations. You agree to:

• give us accurate and up-to-date contact and verification details;
• tell us if you are, or become, a politically exposed person, or a family member or close associate of one;
• tell us promptly of any change to your name, nationality, country of residence or registered bank account;
• keep your identity document valid and complete re-verification when we ask you to;
• make all payments to us from your registered bank account;
• answer our information and verification requests within the time we give;
• act only for yourself and not as an agent or nominee for anyone else;
• keep your login details confidential and tell us at once if you think someone else has used them.

If you do not meet these obligations, we may suspend or close your account as described in sections 13 and 20.

5. Payment on account

Purpose only. We accept money from you only as advance payment for precious metals supplied by Bullion Link Trading – FZCO. Payment on account is not a deposit, a savings account, stored value or electronic money. It cannot be used for anything other than buying metal from us and paying our fees.

No interest. We pay no interest or any other return on payment on account or on any money we hold for you.

No transfers. You cannot transfer payment on account, metal or any other value to another EONA client or to any other person.

How to pay. You can send us money only after your identity verification is complete and your account is approved. Payments must be made by bank transfer from your registered bank account and must quote the reference shown on the platform. We do not accept cash, cards, cheques, crypto-assets or payments from third parties.

30-day automatic refund. If money you send us is not used to buy metal within 30 days of the day we receive it, we will refund it automatically to your registered bank account, without charge from us. You can also ask for a refund of unused payment on account at any time.

Refunds only to you. All refunds are paid only to a bank account in your own name, normally the account the money came from. We do not pay refunds to any other person or account.

Payments we cannot accept. If a payment does not meet these conditions, or we cannot match it to your account, we hold it until we have verified its origin and then return it to the account it came from. We may report payments to the competent authorities where UAE law requires it.

Due-diligence holds. We may need more information before we accept a payment or execute an order. Enhanced due diligence, which may include proof of address, source of funds and source of wealth, applies in particular where a single transaction, or your transactions in total over any rolling 12-month period, reach AED 55,000 or more, and where you are a politically exposed person or are otherwise assessed as higher risk. Until our checks are complete, the money concerned is held unallocated and cannot be used for purchases or refunded, except as the law requires. The 30-day refund period in this section does not run while a legal or compliance hold is in place.

How we hold your money. We hold payment on account in a dedicated client-money account at a bank in the UAE, separate from our own money. We reconcile it against our records every business day. We never use it as working capital or treat it as our own. Money held in that account is not covered by any Central Bank of the UAE or other government protection scheme, and it is exposed to the risk of the failure of that bank.

6. Buying and selling

Orders. You can place market orders and, where the platform offers them, limit orders. Before you confirm an order, the platform shows you the metal, the quantity in grams, the platform price, the commission and any other charges, and the total amount in AED (and in USD where you pay in USD).

Purchase and allocation. We buy the metal after you place your order and allocate it to identified bars, recorded to you against each bar's serial number, once it has been delivered to the vault. Until then your order is shown as awaiting allocation. If we cannot allocate metal to your order, we cancel it and refund you in full (see section 8).

No leverage and no short selling. You can only buy metal that you pay for in full, and you can only sell metal that you own. We do not offer credit, leverage, margin, short positions, forward or futures contracts, options or any other derivative.

Sufficient funds and availability. We reject a purchase order if your payment on account is not enough to pay for it in full, or if metal is not available. We may also delay, hold or refuse an order where the law or our compliance procedures require it (see section 13).

Sales to us. You can sell your metal, or any part of it, back to us at the sell price shown on the platform. The sell price is fixed when you confirm the sale. We buy back metal only from you; you cannot sell it through EONA to another person.

Confirmations and invoices. For every purchase and sale we send you a confirmation and an electronic invoice in Arabic and English. It shows the date, the metal, the quantity, the price in AED (and USD where relevant), the fees, the bar serial numbers, the refiner and fineness of the bars, and our registration and tax registration numbers. We also issue an electronic invoice for every storage fee charged.

7. Recurring purchase

You can set up a recurring purchase. You choose the metal, the amount and the frequency. We have no discretion over what, when or how much we buy for you: we only carry out your instruction.

• Each purchase is made at the platform price at the time it is executed. The price is not fixed in advance and may be higher or lower than at the time you set up the plan.
• Each purchase is paid from your payment on account. If there is not enough money to pay for a purchase in full, that purchase is skipped and we tell you.
• Money you send for recurring purchases is subject to the 30-day automatic refund in section 5.
• You can pause, change or cancel a recurring purchase at any time in the app, free of charge. A change takes effect from the next scheduled purchase that has not yet started.
• Recurring purchases are paused while any of our compliance checks are outstanding.

A recurring purchase is a standing instruction to buy metal. It is not a savings plan, a savings account or an investment plan.

8. Orders are final; refunds

Because prices of precious metals change constantly, an order is final once you confirm it and it is executed at the platform price. You cannot cancel it or return the metal for a refund, except in the following cases, where we refund the full amount you paid, including any fees, to your registered bank account:

• Pricing error: the order was executed at a price that was clearly wrong because of a technical or data error. We tell you promptly, cancel the order and refund you in full.
• Non-allocation: we could not allocate metal to your order (see section 6).
• Our breach: we failed to perform the order as these Terms require, or the metal did not match its description.

This section does not limit any right you have under Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means, Federal Law No. 15 of 2020 on Consumer Protection or any other UAE law. If you think one of these cases applies, contact us through the channels in the Complaints Policy.

9. Your ownership of your metal

Whole bars. Where you buy one or more whole bars, those bars are allocated to you and recorded to you in our register by serial number.

Co-ownership shares. Where you buy less than a whole bar, you hold a recorded co-ownership share, in grams, of an identified bar, together with other EONA clients who hold the other shares of that bar.

Recorded per bar. In both cases your metal is allocated to you against identified bars and recorded to you in our register against each bar's serial number. You can see in your account the serial numbers of the bars your metal is allocated to, and you can ask us for your bar list at any time, free of charge.

Separate from EONA's own metal. Your metal is recorded to you in our register, not as EONA's own metal. The vault operator holds client bars in an account in EONA's name that is separate from EONA's own metal.

What we do not do with your metal. We do not lend, lease, pledge, sell or use your metal as collateral, and we do not use it in any derivative or financing activity. We do not pool your metal with others to generate a return, and we do not manage it for you.

No certificates, tokens or transfers. We do not issue certificates, tokens or other transferable instruments representing your metal. Your holding is recorded only in our register and shown in your account. You cannot transfer your metal or your co-ownership share to another person through EONA. The only way to realise its value is to sell it back to us.

10. Storage and custody

Vault. All metal bought through EONA is stored with an independent professional vault operator, Loomis, in Dubai, United Arab Emirates. Bars are investment-grade bars (minimum 999.9 fineness for gold and 999 for silver) from refiners approved under EONA's supply-chain due diligence policy.

Our role. For storage, we act as your agent. We hold the storage contract with the vault operator and arrange the safekeeping of your metal. You have no contract with Loomis and no direct rights against Loomis. We remain responsible to you for arranging safekeeping in line with these Terms.

Reconciliation. We carry out a daily automated reconciliation of client holdings with the vault operator's records.

Insurance. The vault operator, Loomis, maintains insurance under its own policy. That policy is arranged by the vault operator for its own purposes, and we do not promise that it covers you or your metal directly or in full.

No physical delivery. We do not offer delivery or collection of physical metal. You realise the value of your metal by selling it back to us.

11. Sale proceeds and payments to you

Sale proceeds. When you sell metal to us, we pay the sale proceeds, after any fees due, to your registered bank account.

Keep for next purchase. Instead, you may choose in the app to keep sale proceeds as payment on account for a future purchase. This is optional. If they are not used for a purchase within 30 days, we refund them automatically to your registered bank account, as described in section 5.

Conditions. All payments to you are subject to our compliance checks and to UAE law, and are made only to a bank account in your own name.

12. Fees and spread

All our fees, and the way the buy and sell prices are set, are published on the Fees and Spread page on eona.ae and in the app, and are shown to you before you confirm each order. They include:

• the difference between the international spot price and our buy and sell prices;
• the commission on each order, plus VAT at 5% on the commission;
• the storage fee, charged as a percentage per year of the value of your metal, plus VAT at 5%;
• any other charge listed on the Fees and Spread page.

We charge only the fees published on the Fees and Spread page. We do not charge fees that are not published there.

Unpaid fees. If a fee is due and you have not paid it, we will tell you the amount and give you at least 30 days to pay it. If it is still unpaid after that period, we may sell only as much of your metal as is needed to pay the overdue amount, at the sell price shown on the platform at the time of the sale. We will send you a confirmation of that sale. We will not sell more metal than is needed.

Changes to fees. We may change our fees by giving you at least 30 days' notice under section 19. If you do not agree, you can sell your metal and close your account without any exit or closing fee before the change takes effect.

13. Compliance measures

To meet our legal obligations, we may do any of the following:

• ask you for information or documents, including as part of a periodic review of your account;
• suspend or restrict your account or any of its functions;
• delay, hold or refuse any payment, order or refund;
• freeze money or metal held for you where UAE law requires it;
• report information about you or your transactions to the competent authorities.

Where the law does not allow us to explain, we may take these measures without giving reasons.

When your identity document expires, purchases, sales and payments to you are suspended until you complete re-verification. We will try to remind you before it expires.

Where we take these measures in good faith to comply with the law, we are not liable for any resulting loss, including loss from price movements, to the extent UAE law allows.

14. Risks

Buying precious metals carries risks. The value of your metal can go down as well as up, and you may get back less than you paid. Please read the Risk Disclosure before you buy. In summary:

• the price of precious metals can fall;
• metal bought through EONA is not a deposit or a financial product, and is not protected by any government scheme;
• you can realise the value of your metal only by selling it back to us;
• sales and payments may be delayed by compliance checks, system problems or market disruption;
• storage and custody depend on third parties, including the vault operator and our bank.

15. Our liability

Our responsibility. We are responsible to you for performing these Terms with reasonable skill and care. We are liable for loss you suffer as a result of our fraud, gross negligence, wilful misconduct, negligence or breach of these Terms.

Market risk is yours. You bear the risk of changes in the price of precious metals. We are not liable for a fall in the value of your metal unless it results from our breach of these Terms or our negligence.

Things outside our control. We are not liable for failure or delay caused by events outside our reasonable control, as described in section 21.

Your statutory rights. Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under UAE law, or takes away any right you have as a consumer under UAE law, including your right to compensation.

16. Personal data, security and marketing

Personal data. We process your personal data in line with Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data and our Privacy Policy.

Security. We use encryption of data in transit, two-factor authentication and monitoring for unusual or suspicious activity. If we see suspicious activity, we may temporarily restrict access to your account or ask you to reset your password, for your protection.

Marketing. We send you marketing messages only if you have opted in. You can opt out at any time, free of charge, through the unsubscribe link in each message or in your account settings. Opting out does not affect service messages, such as order confirmations, invoices, security alerts and notices about these Terms.

17. Promotions

We run promotions, discounts or offers only where we hold the permit required by UAE law from the competent authority. The terms of each promotion, including its duration, are published with it. A promotion does not change these Terms unless its published terms say so.

18. Complaints

You can complain at any time, free of charge, through the Support Centre on eona.ae or in the app, by email to info@eona.ae or by telephone on +971 54 777 1050. Each complaint receives a reference number so that you can track it.

We acknowledge your complaint within 1 business day and aim to give you a full answer within 14 days. If you are not satisfied with our answer, or we have not answered within 14 days, you can refer your complaint to the consumer protection department of the UAE Ministry of Economy and Tourism or to the competent consumer protection authority in your emirate. Full details are in our Complaints Policy.

19. Changes to these Terms

We may change these Terms, our fees or our other published policies only by giving you at least 30 days' notice by email to your registered email address and by notice in the platform. The notice will explain the changes.

• If you do not agree with a change, you may, before it takes effect, sell your metal and close your account without any exit or closing fee. Sales are made at the sell price shown on the platform. The commission that applies to any sale still applies.
• A change will not apply to you until the notice period has ended. Where needed, we will ask you to accept the revised Terms before you place a new order.
• A change that is required by law, or that is only in your favour, may take effect sooner. We will tell you when this happens.

We will not change these Terms in a way that removes your rights under UAE law.

20. Closing your account; suspension and termination

Closing by you. You can close your account at any time, free of charge. Before we close it, you need to sell your metal (or we can sell it for you at the sell price shown on the platform on your instruction) and pay any fees due up to the date of closing. We then pay the amount due to you to your registered bank account.

Suspension or closure by us. We may suspend or close your account:

• where there are fraud, anti-money-laundering or sanctions concerns, or suspicious activity;
• if you seriously or repeatedly breach these Terms;
• if your verification documents are missing, expired or misleading and you do not correct this when we ask.

Except where the law or our compliance obligations prevent it, we will tell you before we close your account and give you at least 30 days to sell your metal or give us instructions. If you do not give instructions within that period, we will sell your metal at the sell price shown on the platform and pay the proceeds, after any fees due, to your registered bank account.

Payment on termination. On any closure, including for compliance reasons, amounts due to you are paid only to your registered bank account in your own name, subject to any freezing or other obligation under UAE law.

Inactive accounts. We do not charge a fee for an inactive account. If we cannot reach you for a long period, we will try to contact you using all the contact details we hold before taking any action.

21. Events outside our control

We are not liable for a failure or delay in performing our obligations caused by events outside our reasonable control, such as natural disasters, war, terrorism, government action, cyberattacks, power failures, communication outages or the suspension of the international precious-metals markets. We will tell you as soon as we reasonably can, take reasonable steps to limit the effect on you, and resume the service as soon as possible. This does not affect the metal recorded to you.

22. Governing law and disputes

These Terms are governed by the laws of the United Arab Emirates, as applied in the Emirate of Dubai.

If you have a problem, please first contact us under our Complaints Policy. If a dispute is not resolved, it will be decided by the competent courts of the United Arab Emirates. Unless the law allows you to bring your claim in another UAE court, the courts of Dubai have jurisdiction. We do not use arbitration for disputes with individual clients.

Nothing in this section prevents you from complaining to a consumer protection authority.

You are responsible for complying with UAE law that applies to you, including Federal Decree-Law No. 10 of 2025 on Combating Money Laundering, the Financing of Terrorism and the Financing of Proliferation, Cabinet Resolution No. 134 of 2025 on its Executive Regulations, and UAE targeted financial sanctions.

23. Language

These Terms are provided in Arabic and English. For consumers, the Arabic text is available and prevails where required by law. Our invoices are issued in Arabic and English.

24. Contact details

Bullion Link Trading – FZCO
DSO-IFZA, IFZA Properties, Dubai Silicon Oasis, Dubai, United Arab Emirates
Trade Licence No. 53684, issued by the Dubai Integrated Economic Zones Authority (DIEZ)
Email: info@eona.ae (general and complaints), compliance@eona.ae (compliance), privacy@eona.ae (personal data)
Telephone: +971 54 777 1050