This Refund & Cancellation Policy ("Policy") sets forth the terms and conditions governing the cancellation of reservations and orders, and the processing of refunds, in connection with the purchase of Tensor vehicles ("Robocar") through the Tensor website at tensor.auto or any associated Tensor application. This Policy forms part of, and is incorporated by reference into, the Tensor Terms & Conditions.

Tensor Auto FZE ("Tensor," "we," "us," or "our") is committed to transparent and fair practices in accordance with the UAE Federal Law No. 15 of 2020 on Consumer Protection, as amended by Federal Decree-Law No. 5 of 2023, and the Federal Decree-Law No. 14 of 2023 on the Regulation of E-Commerce. This Policy is designed to clearly communicate your rights and obligations at each stage of the vehicle purchase process, so that you can make fully informed decisions.

The purchase of a Tensor Robocar follows a three-stage payment process. Each stage carries distinct cancellation rights and refund terms, which are described in detail below. We encourage you to review these terms carefully before making any payment.

For the purposes of this Policy:

• "Reservation" means the initial expression of interest in purchasing a Tensor Robocar, secured by payment of the Reservation Fee.
• "Reservation Fee" means the amount of AED 3,672 payable to Tensor to reserve a Robocar.
• "Order" means the confirmed commitment to purchase a specific Tensor Robocar configuration, secured by payment of the Order Fee.
• "Order Fee" means the total amount of AED 9,180, against which the previously paid Reservation Fee of AED 3,672 shall be credited, resulting in a net additional payment of AED 5,508 at the time of order confirmation.
• "Final Payment" means the remaining balance of the total vehicle purchase price, due prior to or upon delivery.
• "Business Day" means any day other than Friday, Saturday, or a public holiday in the United Arab Emirates.
• "Delivery" means the physical transfer of the Robocar to the buyer at a designated Tensor location or through an agreed delivery arrangement.

3.1 Payment and Purpose

To initiate the purchase process, you may reserve a Tensor Robocar by paying a Reservation Fee of AED 3,672. The Reservation Fee secures your place in the order queue and expresses your intent to purchase. It is important to understand that a Reservation does not constitute a binding agreement to purchase a vehicle and does not guarantee any specific price, delivery date, vehicle configuration, or production schedule. Vehicle specifications, features, options, and pricing are subject to change prior to the Order stage and will be confirmed only upon Order placement.

3.2 Cancellation and Refund

Your Reservation Fee is fully refundable at any time prior to Order confirmation. You may cancel your Reservation for any reason, without penalty and without being required to provide a reason.

How to cancel: You may cancel your Reservation through any of the following methods: - Online: Log in to your Tensor account at tensor.auto and navigate to your Reservation details page, where you will find a cancellation option. - Email: Send a cancellation request to support@tensor.auto with your full name, Reservation reference number, and a clear statement that you wish to cancel. - Phone: Contact Tensor customer support at the number listed on tensor.auto.

Refund timeline: Upon receipt and processing of your cancellation request, your Reservation Fee of AED 3,672 will be refunded to the original payment method within 5 to 10 Business Days. Depending on your financial institution, additional processing time may apply before the refund appears in your account. Tensor is not responsible for delays caused by third-party payment processors or banking institutions.

3.3 What Happens After Cancellation

Upon cancellation of your Reservation, you will lose your position in the order queue. If you later decide to reserve again, a new Reservation will be placed at the end of the current queue. Any promotional pricing, special edition access, or priority delivery status associated with the original Reservation will not be carried over to a new Reservation unless expressly confirmed by Tensor in writing.

4.1 Payment and Purpose

When you are invited to configure and order your Robocar, you will be required to pay an Order Fee of AED 9,180. Because you have already paid a Reservation Fee of AED 3,672, that amount will be credited toward the Order Fee, and the net additional payment required at the time of order confirmation is AED 5,508.

By placing your Order, you are confirming your selected vehicle configuration and entering into a binding commitment to purchase a Tensor Robocar at the price and configuration specified in your Order Confirmation. The Order Fee reflects Tensor's costs associated with processing, production scheduling, logistics planning, and securing components for your specific vehicle configuration, and is therefore treated as earned upon receipt.

4.2 Cancellation and Refund

Once you have confirmed your Order, the Order Fee of AED 9,180 is not refundable. If you cancel your Order after confirmation, Tensor shall retain the full Order Fee (including the credited Reservation Fee of AED 3,672) as liquidated damages. This amount represents a reasonable and proportionate pre-estimate of the loss Tensor would incur as a result of your cancellation, including but not limited to costs related to production scheduling, inventory allocation, supply chain commitments, and administrative processing.

This approach is consistent with industry practice. For reference, Tesla retains its non-refundable Order Fee upon cancellation and may cancel the order if the buyer fails to take delivery within 14 days of notification, retaining the Order Fee. Rivian's purchase structure similarly transitions from a fully refundable Preorder deposit to a non-refundable deposit upon Configuration Confirmation. Tensor's policy balances consumer flexibility at the Reservation stage with the operational realities of vehicle production.

How to request cancellation: If you wish to cancel your Order after confirmation, please contact Tensor customer support: - Email: support@tensor.auto (include your Order reference number and reason for cancellation) - Phone: Contact the number listed on tensor.auto

4.3 Order Modifications

If you wish to modify your vehicle configuration after Order confirmation, Tensor may accommodate changes subject to production feasibility. Please be aware that: - Modifications may result in changes to the total vehicle price, which will be reflected in an updated Order Confirmation. - Modifications may affect your estimated delivery timeline. - Certain modifications may not be available if production has already commenced for your vehicle. - Tensor reserves the right to charge a reasonable administrative fee for processing Order modifications.

4.4 What Happens After Cancellation

Upon cancellation of your Order, your vehicle configuration will be released and your position in the production schedule will be forfeited. The Order Fee (AED 9,180) will be retained by Tensor. No portion of the Order Fee, including the credited Reservation Fee, will be refunded. If you wish to purchase a Tensor Robocar at a later date, you will need to start a new Reservation and proceed through the full purchase process.

5.1 Payment

Prior to delivery of your Robocar, you will be required to pay the remaining balance of the total vehicle purchase price ("Final Payment"). The Final Payment amount will be communicated to you in a Final Price Sheet, which will include the vehicle base price, selected options and accessories, applicable taxes and government fees, delivery charges, and any other amounts due.

Payment must be received in full before Tensor will schedule delivery. Accepted payment methods include bank transfer (wire transfer), certified check, and other methods as specified by Tensor at the time of the Final Payment request. All amounts are denominated in UAE Dirhams (AED).

5.2 Cancellation Before Delivery

If you cancel after making the Final Payment but before taking delivery of the Robocar, the following terms apply:

• The Order Fee (AED 9,180) will not be refunded, as set forth in Section 4 above.
• The Final Payment amount (excluding the Order Fee) will be refunded to you within 10 Business Days of Tensor's receipt and processing of your cancellation request.
• Refunds will be issued to the original payment method. If the original payment method is no longer available, Tensor will work with you to arrange an alternative refund method.
• Tensor reserves the right to deduct reasonable costs directly attributable to your specific vehicle, including but not limited to bespoke customization costs, transportation charges already incurred, and any special-order accessories or modifications that cannot be readily resold.

5.3 Delivery and Acceptance

Once Tensor notifies you that your Robocar is ready for delivery, you must schedule and accept delivery within fourteen (14) calendar days of the initial delivery notification. If you fail to accept delivery within this period without providing a valid reason communicated to Tensor in writing, Tensor may, at its sole discretion:

• Extend the delivery window by an additional period;
• Cancel the Order and retain the Order Fee (AED 9,180) as liquidated damages, refunding the balance of the Final Payment within 10 Business Days; or
• Charge a reasonable storage fee for each day the vehicle remains undelivered beyond the 14-day period.

5.4 Post-Delivery

Once you have accepted delivery of your Robocar, the purchase is considered final. Post-delivery cancellations or returns for change of mind are not available. UAE consumer protection law does not mandate a general cooling-off period or right of return for change of mind after delivery of a vehicle.

However, your statutory rights under UAE law are fully preserved and cannot be waived by this or any other agreement. Post-delivery remedies are available in the circumstances described in Section 6 below.

6.1 Your Rights Under UAE Consumer Protection Law

In accordance with UAE Federal Law No. 15 of 2020 on Consumer Protection, as amended, you are entitled to the following protections after delivery of your Robocar:

Repair or Replacement: If your Robocar is found to have a defect in materials or workmanship covered by the Tensor Warranty Policy, Tensor shall, at no cost to you, repair the defect or replace the defective component. You will not be charged for parts, labor, or transport associated with a valid warranty claim.

Three-Time Defect Rule: If the same defect recurs three (3) times within the first year from the date of delivery, and the defect has been reported and repair has been attempted each time, you are entitled under UAE law to either: - A full replacement of the vehicle with a new Robocar of the same or equivalent model and specification; or - A full refund of the total purchase price paid, including the Reservation Fee, Order Fee, and Final Payment.

This right is mandatory under UAE consumer protection legislation and cannot be waived or limited by any contractual provision. In exercising this right, you must provide documentation of the three repair attempts, including service records and correspondence with Tensor.

6.2 Warranty Claims Process

For warranty-related issues, please refer to the Tensor Warranty Policy, available at tensor.auto/legal/warranty. To initiate a warranty claim:

1. Contact Tensor Support: Email support@tensor.auto or call the number listed on tensor.auto, providing your vehicle identification number (VIN), a description of the issue, and any supporting documentation (photographs, error messages, diagnostic reports).
2. Schedule an Inspection: Tensor will arrange for your vehicle to be inspected at an authorized Tensor service center. If the vehicle is not drivable, Tensor will arrange for transportation to the nearest service center at no cost to you for warranty-covered issues.
3. Repair or Replacement: If the issue is covered under warranty, Tensor will repair or replace the defective component at no cost to you. Estimated repair timelines will be communicated at the time of inspection.
4. Dispute: If you disagree with Tensor's determination that an issue is not covered by warranty, you may escalate the matter through the dispute resolution process described in Section 8 below.

6.3 Refunds for Defective Vehicles

If a warranty claim results in a determination that the vehicle has a fundamental defect that cannot be repaired, or if the three-time defect rule described in Section 6.1 is triggered, you will be offered a replacement vehicle or a full refund. Refunds will be processed within 10 Business Days of the determination and will be issued to the original payment method or an agreed alternative.

7.1 Circumstances

Tensor reserves the right to cancel your Reservation or Order in the following circumstances:

• Discontinuation: If the Robocar model, configuration, or feature you have ordered is discontinued or becomes unavailable due to changes in production, regulatory requirements, or supply chain constraints.
• Regulatory Compliance: If delivering the vehicle to you would violate applicable UAE laws, regulations, or sanctions.
• Suspected Resale or Export: If Tensor reasonably believes that the Order is intended for commercial resale or for export outside the United Arab Emirates, in violation of the Terms & Conditions.
• Bad Faith: If Tensor reasonably believes that the Order was placed in bad faith, including but not limited to the use of fraudulent payment methods or false personal information.
• Non-Responsiveness: If you fail to respond to communications from Tensor regarding your Order for a period of thirty (30) calendar days or more, and such communications are material to the progression of your Order toward delivery

7.2 Refunds for Tensor-Initiated Cancellations

If Tensor cancels your Reservation or Order due to discontinuation or regulatory compliance reasons (and not due to any fault, breach, or bad faith on your part), you will receive a full refund of all amounts paid, including the Reservation Fee and/or Order Fee, within 10 Business Days.

If Tensor cancels your Order due to suspected resale, export violation, bad faith, or non-responsiveness, Tensor reserves the right to retain the Order Fee as liquidated damages, and will refund any amounts paid in excess of the Order Fee within 10 Business Days.

8.1 Internal Resolution

If you are dissatisfied with any aspect of this Policy or its application to your specific situation, we encourage you to first contact us directly at support@tensor.auto. Tensor is committed to resolving disputes fairly and promptly. Upon receipt of your complaint, Tensor will acknowledge it within 3 Business Days and provide a substantive response within 15 Business Days.

8.2 UAE Consumer Protection Authorities

Nothing in this Policy limits your right to file a complaint with the relevant UAE consumer protection authorities, including the UAE Ministry of Economy or the Department of Economic Development in the relevant emirate. UAE consumers may file complaints through the Ministry of Economy Consumer Protection hotline (600-522-225) or through the consumer complaints portal at consumerrights.ae.

‍8.3 Formal Dispute Resolution

For disputes that cannot be resolved through internal resolution or consumer protection authorities, the dispute resolution provisions set forth in the Tensor Terms & Conditions shall apply. This may include mediation, arbitration, or proceedings before the courts of competent jurisdiction as specified in the Terms & Conditions.

10.1 Currency

All amounts stated in this Policy are denominated in UAE Dirhams (AED). All refunds will be issued in AED.

10.2 Payment Method

Refunds will be issued to the original payment method used for the transaction. If the original payment method is no longer available (e.g., expired credit card, closed bank account), Tensor will work with you to arrange an alternative refund method, which may require additional verification.

‍10.3 Force Majeure

Tensor shall not be liable for delays in processing refunds caused by events beyond its reasonable control, including but not limited to natural disasters, pandemics, government actions, banking system failures, or telecommunications outages. In such cases, Tensor will process refunds as soon as reasonably practicable after the force majeure event has subsided.

10.4 Amendments

Tensor reserves the right to amend this Policy from time to time. Any amendments will be published on tensor.auto and will apply to Reservations and Orders placed after the effective date of the amendment. Your existing Reservation or Order will be governed by the version of this Policy in effect at the time your Reservation or Order was placed, unless the amendment is required by law, in which case it will apply retroactively.

10.5 Severability

If any provision of this Policy is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such finding shall not affect the validity of the remaining provisions, which shall continue in full force and effect. The invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable while preserving its original intent.

‍10.6 Governing Law

This Policy shall be governed by and construed in accordance with the laws of the United Arab Emirates. Nothing in this Policy shall be construed as limiting or excluding any rights granted to you by UAE Federal Law No. 15 of 2020 on Consumer Protection, as amended, or any other applicable mandatory consumer protection legislation.

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10.7 Language

This Policy is published in Arabic and English. In the event of any discrepancy or conflict between the Arabic and English versions, the Arabic version shall prevail.

For all enquiries related to reservations, orders, cancellations, and refunds:

Tensor Auto FZE Email: support@tensor.auto Website: tensor.auto