10. Instructions and communication
Instructions may be given through electronic communication, including but not limited to email or via your Vault online account, or by scheduling a call via your Vault dashboard. All written communications should be directed to Vault’s registered office at the address set out at the head of this Agreement and on our website. Complaints should be notified to Vault in accordance with Clause 21.
Vault shall be entitled to act on any instructions reasonably believed to be from you or an authorized representative of you. It is your responsibility to keep the security details applicable to your Account safe and not share them with any other person. Where you have any reason to suspect that your security details have or might be compromised, you must contact us immediately.
You acknowledge that:
Vault may not accept instructions until it is able to satisfy itself that the instructions originated from you or an authorized representative of you; and
Vault will not be responsible for any losses or loss of opportunity due to any delays arising from Vault confirming the validity of instructions or the accuracy of instructions where they are in Vault’s reasonable opinion, unclear.
Vault shall not be responsible for the advisability or suitability of transactions made at your instruction where; (i) Vault has indicated that such a transaction is not advisable and/or suitable for you, or (ii) Vault is acting on an Execution-Only Basis. Where Vault provides you with a recommendation to take a step or action in connection with your Account and you do not do so, Vault shall not be responsible for the consequence of your failure to do so.
Vault, in its sole discretion, may refuse to act on an instruction given by you or an authorized representative of you, where:
it has reason to doubt the validity of the instruction;
the instruction is not capable of being carried out on the Vault platform;
the instruction is inconsistent with the Recommended Allocation.
Vault will not be obliged to deal with any person to whom you may have disposed or otherwise assigned or transferred to or encumbered any funds, assets or other entitlements held in or under your Account.
Where you have opened a Joint Account, Vault will only comply with instructions received from the person who registered the Joint Account and regard such instructions, without further enquiry, as being authorized by all of the named Account holders.
Transaction statements, valuation reports and other summary reports on the Accounts and reports or investment commentary as Vault may choose to provide, will be provided electronically to you by email to the address provided by you or via your dashboard.
You may request that Vault sends you a paper copy of any documents delivered electronically. Vault may charge a reasonable fee for this service.
All communications between you and Vault must be in English. By entering into this Agreement, you confirm that you can read and understand the English language. If you are in doubt as to the meaning of any clause in any document that we provide to you, please seek independent advice.
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