Chain of Custody & Memorial Material Policy

1. Our Promise

At LOYA, we understand that the memorial material entrusted to us is of immeasurable emotional value. Whether it concerns the cremation ashes of a loved one, a beloved pet, hair or other approved memorial material, we strive to treat all memorial material with respect, care and professionalism.

Our customers entrust us with something that cannot be replaced. LOYA applies a controlled Chain of Custody in which the key transfer, storage and production steps are recorded administratively. This procedure is designed to prevent mix-ups, loss and unauthorised access as far as possible. Absolute freedom from error cannot be guaranteed.

2. Purpose of this Policy

The purpose of this Chain of Custody & Memorial Material Policy is:

• Maximum care for the memorial material;
• The most complete traceability possible throughout the production process;
• Transparency towards our customers;
• Minimising human error;
• Protecting the identity of each order;
• Safeguarding the quality of our services.

3. Receipt of the Memorial Material

Upon receipt at LOYA, every shipment is carefully checked and registered.

The following, among other things, are recorded:

• Date and time of receipt;
• Order number;
• Unique LOYA identification code;
• Type of memorial material;
• Quantity received;
• Condition of the packaging;
• Any particulars.

After registration, the customer receives confirmation that the memorial material has been received in good order. The demonstrable moment at which LOYA receives the Collection Kit constitutes the definitive contractual cancellation deadline. LOYA confirms this receipt to the customer electronically as soon as possible.

4. Unique Identification

Each order receives a unique LOYA identification code as soon as possible after receipt.

This unique code accompanies the memorial material throughout the entire production process, from receipt up to and including the final delivery of the Memorial Diamond.

Where possible, multiple checkpoints are carried out to verify the link between the memorial material and the order.

5. Secure Storage

Until the production process begins, the memorial material is stored in a secure environment.

LOYA takes appropriate organisational and technical measures to prevent loss, damage, mix-ups or unauthorised access as far as possible.

Only authorised employees have access to this storage area.

6. International Production Partners

For specific parts of the production process, LOYA works with carefully selected specialised laboratories and production partners outside the European Union.

LOYA selects its production partners carefully and strives to work only with companies that meet high standards in terms of quality, safety, confidentiality and process control.

LOYA aims to be the central point of contact for the customer throughout the entire production process.

7. Secure International Shipping

Each transfer between LOYA, the carrier and the production partner is recorded administratively wherever possible. The aim is to create a verifiable chain of transfer throughout the entire production process.

For each shipment, the following, among other things, are recorded:

• The unique LOYA identification code;
• Date of dispatch;
• Carrier;
• Track & Trace details, insofar as this information is available;
• Seal information, if applicable.

Upon receipt by the production partner, it is checked, where possible, whether the packaging is intact and corresponds with the associated registration.

Shipments of memorial material are sent in a traceable and suitably secured manner in accordance with the shipping instructions provided by LOYA. Any transport insurance covers only objectively financially quantifiable damage and not the emotional value of ashes, hair or other memorial material.

8. Production Process

The unique LOYA identification code is used during every phase of the production process.

This includes, among other things:

• Receipt;
• Registration;
• Storage;
• Carbon extraction;
• Carbon purification;
• Diamond growth;
• Cutting;
• Polishing;
• Quality control;
• Certification, if part of the chosen product or included in the order confirmation;
• Manufacture of the jewellery;
• Final inspection;
• Packaging;
• Shipping.

This controlled working method supports traceability as far as possible. LOYA carries out periodic evaluations of its production partners and reserves the right to replace them if they no longer meet LOYA's quality or safety standards.

9. Quality Checks

Multiple quality and identification checks are carried out during the production process.

These checks may include, among other things:

• Order check;
• Identification check;
• Laboratory check;
• Quality check of the diamond;
• Inspection of the jewellery;
• Final inspection before shipping.

10. Complete Processing of the Memorial Material

The memorial material supplied in accordance with LOYA's instructions is fully processed in the production process. Consequently, no residual material remains that can be returned to the customer or kept for the customer.

"Fully processed" means that the entire quantity supplied in accordance with LOYA's instructions is incorporated into the agreed production process. LOYA does not keep or return any separate residual material.

11. Respectful Treatment

LOYA expects its employees and carefully selected production partners to treat memorial material with respect, dignity and appropriate care.

We realise that every material represents a unique personal story.

This responsibility is central to our organisation.

12. Confidentiality

All information about our customers, their family members and the memorial material entrusted to us is treated confidentially in accordance with applicable law.

Personal data is processed in accordance with our Privacy Statement and applicable privacy legislation.

13. Incidents Involving Memorial Material

LOYA applies controlled procedures to prevent loss, damage, mix-ups and unauthorised access as far as possible. However, the complete exclusion of human error, technical malfunctions, logistical incidents and other unforeseen circumstances cannot be guaranteed.

If LOYA establishes or reasonably suspects that memorial material has been lost, mixed up, seriously damaged or viewed or processed by an unauthorised person, LOYA will:

• suspend further processing immediately where possible;
• investigate the relevant registration, production and shipping data;
• inform the customer as soon as possible, unless a legal obligation prevents this;
• take appropriate measures to prevent further damage or mix-ups;
• record the incident and the improvement measures taken; and
• assess whether there is a data breach that must be reported to the Dutch Data Protection Authority (Autoriteit Persoonsgegevens) and/or the data subjects.

If memorial material is lost, mixed up or seriously damaged as a result of a shortcoming attributable to LOYA or a party engaged by LOYA, LOYA will:

• refund the amount paid by the customer for the affected and undelivered part of the order;
• reimburse reasonable and demonstrable direct costs insofar as these can be attributed to LOYA under applicable law; and
• assess together with the customer whether an appropriate goodwill payment will also be offered.

LOYA recognises that memorial material may have great and unique personal significance. However, its personal or emotional significance does not in itself give rise to an independent amount of damages that can be expressed in money. Any compensation for non-material or other non-financial damage will be determined exclusively in accordance with the applicable statutory conditions.

The measures and compensation described in this article do not limit the statutory rights of consumers and do not exclude any liability that may not be excluded or limited under mandatory law.

14. Continuous Improvement

LOYA periodically evaluates its Chain of Custody procedures and its cooperation with its production, laboratory and logistics partners.

Where necessary, procedures are adjusted in order to:

• improve the security of the memorial material;
• safeguard the quality of the service;
• strengthen the traceability of orders;
• further reduce the risk of loss, damage or mix-ups; and
• increase transparency towards customers.

Incidents, deviations and findings from quality checks may be used to improve internal procedures and the arrangements with production partners and logistics service providers.

15. No Absolute Guarantee

LOYA applies controlled procedures to monitor the identity, traceability and careful handling of each order.

Despite these procedures, human error, technical malfunctions, logistical incidents and other unforeseen circumstances cannot be entirely excluded.

If an incident occurs, LOYA will inform the customer as soon as possible and act in accordance with Article 13 of this Policy and the applicable provisions of the General Terms and Conditions.

This provision does not limit any statutory consumer rights or any liability that may not be excluded under mandatory law.

16. Relationship with Other Documents

This Policy supplements the General Terms and Conditions, the Privacy Statement, the Authenticity & Ethical Sourcing Policy and LOYA's other applicable policy documents.

In the event of any conflict between this Policy and the General Terms and Conditions, the General Terms and Conditions prevail, unless mandatory law or an express written agreement with the customer provides otherwise.

Specific commitments included in the order confirmation, product specification or a separate written agreement with the customer remain binding.

17. No Transfer of Intellectual Property Rights

Nothing in this Policy constitutes a transfer of intellectual property rights, trademark rights, trade name rights, copyrights or other rights of LOYA or its licensors.

This provision does not relate to the ownership of the memorial material supplied by the customer. Its ownership and processing are governed by LOYA's General Terms and Conditions.

18. Amendment of this Policy

LOYA may amend this Policy periodically where this is necessary due to changes in legislation, production processes, safety procedures, logistics processes or LOYA's services.

The most recent version is published on the Website, stating the version number and effective date.

Amendments do not apply retroactively to agreements already concluded, unless:

• the amendment is required by mandatory legislation;
• the amendment is solely to the customer's advantage; or
• LOYA and the customer expressly agree on this in writing.

19. Contact

For questions about this Chain of Custody & Memorial Material Policy, please contact:

LOYA B.V.

Keizersgracht 520

1017 EK Amsterdam

The Netherlands

Email: info@loya-bv.com

Website: www.loyadiamonds.com