Terms of Service

8digit S.à r.l.

These Terms of Service (“Terms”) are a legally binding agreement between 8digit S.à r.l. (“8digit”, “we”, “us”) and the customer named on the quote or invoice (“Customer”, “you”).

By accepting a quote, paying an invoice, creating an account, or using any 8digit service, you agree to these Terms. If you do not agree, do not use the services.

These Terms apply to business customers in Luxembourg. Private / home work is only provided on a best-effort basis, billed at our current rates, and only if we accept it.

1. Company

8digit S.à r.l.

2, Zone Industrielle, L-9166 Mertzig, Luxembourg

RCS Luxembourg: B278037

TVA: LU34952118

Registration number: 2023 2428 377

Legal: legal@8digit.lu

Support tickets: support@8digit.lu

2. The contract

The contract is, together:

the accepted quote (price, seats, products, special conditions);

the plan text on that quote (Pay-As-You-Go, Support Plan, Unlimited Plan, add-ons, or other snippet);

The plan text on the quote includes IT-support snippets and website-project snippets, as written on that quote.

these Terms;

the Refund & Cancellation Policy on 8digit.lu.

If they conflict: the quote wins on price, quantity, seats and described scope. These Terms win on legal rules, liability, payment, data and cancellation. An oral promise is not part of the contract.

A discount, courtesy rate or one-off reduction is not a right and is not part of the contract unless it is written on that quote for that term.

We may refuse work that is not on an accepted quote.

3. Services

We may provide some or all of the following, only as listed on the quote:

IT Support | Pay-As-You-Go (PAYG): no plan fee and no monthly support fee, for up to five people. Remote and onsite support is billed separately, only when you ask for it, at our current rates (shared on request or in the quote), or as fixed on the quote for a defined job. Intended for startups and small businesses with low support need. We add people to our CRM when they are assigned. More than five people is quoted separately.

IT Support | Support Plan: €50 per person per month incl. 17% VAT, for 1–25 people. Includes 30 minutes of remote support per person per month during support hours. Unused time does not carry over to the next month. Only paid seats are supported. Onsite work, travel and projects are not included.

IT Support | Unlimited Plan: €100 per person per month incl. 17% VAT, for 1–25 people. Unlimited remote support during support hours for the number of paid seats on the quote. A seat is one person. Only paid seats are supported. An extra person needs an extra paid seat before we support them. Onsite work, travel and projects are not included.

The Support Plan and the Unlimited Plan are billed per seat (one person). Plans can be paid monthly or yearly; either way the plan has a 12-month term (see section 13). Yearly payment is 11 times the monthly price (one month free).

Add-ons and licences: Microsoft 365, password manager, antivirus / endpoint security, backup, server tools, PDF software and similar. A licence is access to the vendor product. Installation, configuration, training and support are not included unless the quote says so and are billed separately.

Hosting and domains: hosting for websites built by 8digit at €49 per month incl. 17% VAT, or €539 per year, with a 12-month term that renews automatically (see section 15), and domain registration or renewal as quoted.

Website projects: custom or template websites sold as a one-time fixed-price project (see section 15), plus later change requests quoted or billed at our current rates.

Hardware and accessories: sold only against a quote.

Travel and onsite labour.

One-off projects (migrations, new PC or office setups, rollouts, rebuilds, training).

We do not offer 24/7 cover, on-call, guaranteed response or fix times, or proactive monitoring unless an add-on on the quote expressly says so.

IT Support is offered in Luxembourg only.

All services are provided on a best-effort basis. We do not guarantee uptime, security, SEO results, sales, rankings, or that a problem will be solved.

4. How to request support

Send support requests through our client portal. That opens a ticket. We handle requests during support hours (Monday to Friday, 08:00–12:00 and 13:00–17:00, see section 5), as quickly as possible and most urgent first. We do not commit to a fixed response time; this is not a guarantee and not an SLA.

Phone, chat or social messages are not a valid ticket unless we confirm them in the ticket system.

5. Support hours

Monday to Friday, 08:00–12:00 and 13:00–17:00 CET.

Closed weekends and Luxembourg public holidays.

No after-hours cover.

Work outside those hours, if we agree to it, is a project and is quoted or billed at the rates then in force.

6. What is not included

Unless the quote says otherwise, the following are excluded from Pay-As-You-Go, the Support Plan and the Unlimited Plan:

onsite visits and travel;

work outside support hours;

projects and planned work (migrations, new devices, office setups, rollouts, network rebuilds, training);

websites;

hardware and licences;

third-party products we did not supply;

data recovery, forensic work, cyber-incident response beyond basic first aid we choose to give;

making or keeping backups, unless a backup add-on is on the quote.

Onsite minimum is one hour plus travel. Remote minimum is 30 minutes, then 30-minute steps.

Plans cannot be mixed on the same people. Only paid Unlimited Plan seats get unlimited remote support, and only paid Support Plan seats get the included 30 minutes. Anyone else is Pay-As-You-Go or unsupported.

7. Fair use

“Unlimited” means reasonable day-to-day remote support for the paid seats. It does not mean a full-time project team, a dedicated technician, or unlimited project work.

If use is systematically beyond day-to-day support, we may require extra seats, treat the work as a project, suspend the plan, or end it.

8. Seats, people and devices

A seat is one person. Devices are not capped and are not tracked as a licence metric.

Once a person is assigned, we add their details to our CRM. You must tell us when a person joins or leaves. You are responsible for who has access.

9. Licences and add-ons

A licence gives access to the vendor product for the term on the quote. It does not include installation, configuration, training, data migration or support.

You must tell us without delay when a person needs a new licence and when a person leaves so we can reduce or reassign seats where the vendor allows it. Unused prepaid term is not refunded.

You are responsible for complying with the vendor’s own terms (Microsoft, Bitwarden, Heimdal, Nitro and others). Those terms apply between you and the vendor. We are a reseller or manager only.

If an invoice for licences stays unpaid for 30 days, we may suspend or revoke the licences. Getting them back may require the vendor and is billed at our current rates, plus any vendor reactivation cost.

10. Prices, increases and discounts

Prices on quotes and invoices are in EUR, tax included (Luxembourg VAT 17%), unless the quote says otherwise.

Onsite, travel and project rates

Our current rates, shared on request or in the quote, apply from the effective date of these Terms to all work that is not covered by a fixed-price accepted quote or included in a plan. A quote that fixes a rate applies only to the job described on that quote.

Monthly services (support plans, monthly licences, monthly hosting and similar)

We may increase the list price. The new price applies from the date in a written notice, not sooner than 30 days after that notice.

Yearly services

The yearly list price written on the accepted quote stays until the anniversary / end of that prepaid year. At renewal the price is the list price then in force.

Discounts

Discounts, courtesy rates and one-off reductions are discretionary. They are not locked. They end at the anniversary or at the end of the quoted term unless we confirm a new discount in writing on the renewal quote. At renewal we may invoice the full list price.

We may change list prices at any time for new quotes.

11. Payment

Subscriptions and licences (support plans, Microsoft 365, password manager, security, hosting, domains and similar): due on the invoice date.

From October 2026 onwards, all monthly and yearly subscriptions and recurring licences are paid by SEPA Direct Debit via Stripe. By accepting a quote or continuing a monthly or yearly plan from that date, you authorise 8digit to collect those amounts by SEPA Direct Debit through Stripe using the IBAN and mandate you provide. You must keep a valid SEPA mandate and sufficient funds available on each collection date.

Until then, subscriptions and licences remain due on the invoice date and may be paid by the payment methods offered on the invoice (including Stripe, SEPA or bank transfer).

Separately billed IT support, onsite work, travel and projects: due within 7 days of the invoice date. Payment methods: as offered on the invoice (including Stripe or bank transfer where we offer them).

Hardware and other goods: payable before we place the order. We do not order or reserve stock without payment. Payment methods: as offered on the invoice.

Invoices are issued in EUR.

A failed, cancelled or unpaid SEPA Direct Debit counts as late payment under section 12.

No refunds. Payments are final. Unused prepaid time is cancelled and not refunded. There is no pro-rata refund if you cancel, if you stop using the service, or if 8digit ends the plan.

12. Late payment

If an invoice is not paid when due, or if a SEPA Direct Debit via Stripe fails, is reversed, or cannot be collected:

we may pause tickets, onsite work and projects;

we may suspend hosting, domains we manage, and licences;

after 30 days we may revoke licences and stop all services;

reactivation is billed at our current rates plus vendor costs;

you remain liable for amounts already invoiced and for the rest of any prepaid term.

We may charge statutory late-payment interest and the standard recovery lump sum allowed under Luxembourg law on commercial debts.

13. Term, renewal and cancellation

All plans, including Pay-As-You-Go, have a 12-month term by default, whether billed monthly or yearly. At the end of each term the plan renews automatically for another 12 months.

The 30-day notice applies at renewal: with at least 30 days’ written notice to support@8digit.lu before the end of the current term, you may change plan, downgrade or cancel, with effect from the end of that term. Without that notice, the plan renews for another 12 months. A plan cannot be cancelled during its current term; monthly payments continue until the end of the term, and yearly plans are prepaid for the term.

Cancelling Pay-As-You-Go removes your access to support at the end of the current term.

You may upgrade to a higher plan at any time. You may not downgrade to a lower plan before the end of the current 12-month term. Plan changes take effect from the next invoice.

If a plan ends for any reason, unused prepaid time is cancelled and not refunded.

We may end a plan with 30 days’ notice, or immediately if you breach these Terms, do not pay, misuse the services, or abuse fair use. That does not create a refund.

When a plan ends, support and access end at the end of the current term, or earlier if we end the plan as described above. Data export may be available on request and may be billed.

14. Hardware

Hardware is ordered only after payment. Special-order and configured items cannot be cancelled.

Title and risk pass when we hand over the goods or give them to a carrier.

EU legal guarantee of conformity applies to defects required by law. There is no other warranty from 8digit. Manufacturer warranties, if any, are between you and the manufacturer.

We are not liable if the goods are incompatible with your environment, unless the quote stated a specific compatibility we accepted.

Return, swap or extra work (reset, data copy, wrong specification supplied by you) is billed at our current rates. Purchase price is not refunded except where mandatory law requires it for a legal defect.

15. Websites

Website projects

Website work sold as a project is a one-time service. Scope is only what the accepted quote lists. Extra pages, languages, features, shop functions, integrations or a new design direction are a new quote or billed separately.

Every invoice issued or already paid must be paid in full. Payments are final and not refundable, including the deposit (acompte), instalments and extra work, except where mandatory law requires otherwise.

Once all invoices are paid in full, the customer owns the website, including the custom content created for them (texts, photos and similar). 8digit keeps its tools, templates, libraries and account structure.

The website stays in the 8digit Webflow workspace so 8digit can keep doing updates. That does not mean 8digit owns it. The customer receives a content-editor seat and a short training to change text and images.

The customer supplies text, photos, logos and access on time. Late content, late decisions or extra work pauses the project and moves the delivery date. 8digit does not write legal pages, product copy or photos unless the quote says so. 8digit does not guarantee rankings, traffic or sales.

Two revision rounds are included after the first design presentation, unless the quote says another number. One round means one written list sent in one email within 5 business days of the presentation. That list may only correct the approved design (text, photos, colours, small layout fixes). A revision is not drip changes over many emails, extra pages, a new concept, or starting again. Extra lists or out-of-scope requests are billed separately.

The remaining 50% is paid in one payment on completion. Instalments are possible only for business customers (customers acting for their trade, business or profession) whose final quote is €5,000 or more incl. 17% VAT: they may pay the remaining 50% in 6 or 12 monthly payments, starting at go-live, with no surcharge. After signature, the customer tells 8digit in writing which option applies; an instalment plan is confirmed on the quote or in writing by 8digit.

A non-refundable deposit (acompte) of 50% of the project price reserves the production slot and starts the work. The deposit is due within 14 days of signature, and work starts only after it is paid. If it is not paid within those 14 days, 8digit may cancel the project and release the reserved slot; a new date must then be agreed. The remaining 50% is due on completion of the project.

Hosting and domain are not included in the project price and are billed separately. Hosting for a website built by 8digit costs €49 per month incl. 17% VAT, or €539 per year. Hosting has a 12-month term and renews automatically for another 12 months. To cancel, the customer gives at least 30 days' written notice before the end of the current term; there is no cancellation during the term. The same term, renewal and notice rules apply to the optional Care plan (from €149 per month incl. 17% VAT, hosting included). The domain is billed separately (see Domain). A finished site with no paid hosting or DNS will not stay online.

You are responsible for the legality of your content (copyright, portraits, claims, regulated professions).

If the customer cancels after signature, the deposit and any other amounts already paid are not refunded, except where mandatory law requires otherwise. Anything outside the quote is billed separately.

Template and custom websites (one-time fixed price)

Template and custom websites are one-time fixed-price projects. The Website projects section (deposit, revision rounds, balance and instalments) applies as written on the signed quote. The build is a one-time project price; hosting is a separate monthly service.

Published prices, incl. 17% VAT: template website from €2,500 (€2,137 excl. VAT): 5 pages with text and images; extras such as a blog, news, more forms or more pages are priced on request. Custom website from €5,000 (€4,274 excl. VAT): the customer's own design, built in Webflow. The final price is the signed quote. Hosting and domain are separate and billed separately.

What is included (pages, features, revisions) is only what that signed quote lists. Extra pages, languages or features are extra. 8digit may update public comparisons later; existing signed quotes keep their stated scope.

8digit does not offer website subscriptions: the website build is never sold as a monthly subscription or as a 12-month website-as-a-service plan. Hosting is a separate service billed monthly or yearly; it does not make the website a subscription.

The website stays in the 8digit Webflow workspace. The customer owns the website once all invoices are paid in full (see above). 8digit does not transfer the website, the Webflow project or the workspace, neither to the customer's own Webflow account nor to anyone else. Content-edit access for the customer is the standard handover.

Legacy website subscriptions (website as a service): the customer owns only their own content and the template. The website itself belongs to 8digit and is not transferable, not even for a fee.

If hosting or other recurring fees we manage for the customer are unpaid, 8digit may pause or unpublish the site until payment is current again, as allowed by the quote and these Terms.

Domain

The customer owns the domain unless the quote says otherwise. 8digit only registers and manages it.

The customer may transfer the domain to another provider at any time. After transfer, 8digit is not responsible for downtime, DNS or mail. The customer must either give 8digit DNS access or add the DNS records themselves.

The contact on the domain must confirm the registrar link sent by email. If they do not, the domain may not register correctly. Reactivation / redemption is billed at least 150 € incl. VAT.

Name or copyright disputes are the customer’s problem. 8digit is not liable and will not take part in court.

16. Customer responsibilities

You must:

give accurate company details and a person authorised to bind you;

keep admin credentials, MFA and access lists under your control;

keep your own backups of your data, unless a paid backup add-on is active and working;

tell us about joiners, leavers and new devices that need licences;

not use the services for illegal activity, spam or abuse;

obtain consent and legal basis for personal data in your systems;

check our work and invoices promptly.

You remain responsible for your staff, your tenants (Microsoft 365 and others), your websites, your backups and all data in those systems.

17. Data and privacy

Your business data. You own and control the data in your Microsoft 365 tenant, password vaults, backups, devices, websites and similar systems. You are the controller of that data. You decide what is stored, who may access it, and how long it is kept.

8digit is not the owner of that data and is not your backup, archive or cyber-insurer. We are not liable for loss, corruption, unavailability, ransomware, employee error, or vendor failure affecting that data.

Where we process personal data for you as part of a service (for example managing your tenant under your instructions), we act as processor only on your documented instructions. A Data Processing Agreement is available on request and, when signed, forms part of the contract.

Our own data. For our website, billing, CRM and tickets, 8digit is controller. See the Privacy Policy.

You must not send us special-category data or data of children unless we have agreed in writing.

18. Third-party products

Microsoft, Bitwarden, Heimdal, Webflow, domain registries, hosting platforms, payment providers and other vendors are independent. Their outages, price changes, licence rules and data practices are outside our control.

We are not liable for those vendors. If a vendor withdraws a product, we may replace it with a reasonable alternative or end that add-on. Fees already paid are not refunded.

19. Intellectual property

We keep all rights in our name, site, methods, templates and tools.

You keep your pre-existing content. You grant us a licence to use it only to deliver the services.

You must not copy, resell or white-label our services without written consent.

20. Confidentiality

Each party must keep the other’s non-public business information confidential, except where disclosure is required by law or to advisers bound by confidentiality.

21. Warranties

Services are provided “as is” and “as available”, except for mandatory legal guarantees.

We do not warrant that services will be uninterrupted, error-free, secure, or fit for a purpose you did not write on the quote.

22. Limitation of liability

To the maximum extent permitted by Luxembourg law:

8digit is not liable for loss of profit, revenue, data, goodwill, business interruption, cover costs, or any indirect or consequential loss;

8digit is not liable for your data, your backups, your tenants, your staff actions, or third-party products;

8digit is not liable for delay caused by you, by a vendor, or by an event outside our reasonable control;

8digit’s total liability for all claims arising out of the contract is limited to the fees you actually paid us for the affected service in the 12 months before the claim.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, for fraud or intentional misconduct, for gross negligence, or for any liability that Luxembourg or EU law does not allow to be limited.

You indemnify 8digit against claims by third parties that arise from your content, your data, your misuse of the services, or your breach of these Terms or of vendor terms.

23. Force majeure

We are not liable for delay or failure caused by events beyond our reasonable control, including outages, cyberattacks on us or on a vendor, utility failure, illness of a sole technician, strike, epidemic, or public authority measures. We will resume work when reasonably possible. Fees for licences and third-party products still due to the vendor remain payable. No refund is due because of force majeure.

24. Private and home customers

If we accept work for a private individual, it is best effort only, billed at our current rates, with no support plan unless a quote says so. Mandatory consumer rules that cannot be waived still apply. We may refuse private work.

25. Changes

We may update these Terms. The new version applies to new quotes when published.

For existing monthly services we will give at least 30 days’ notice of a material change. Continued use after that date is acceptance.

Yearly prepaid list prices stay until that year ends. Discounts may still end at that anniversary. Mandatory law may require a new rule sooner.

26. Miscellaneous

These Terms are the entire agreement on their subject, together with the documents in section 2.

If a clause is invalid, the rest stays in force.

No waiver is valid unless in writing.

You may not assign the contract without our written consent. We may assign it to a successor of the business.

Notices about the contract: legal@8digit.lu. Notices about support: support@8digit.lu.

27. Governing law

These Terms and the contract are governed by the law of the Grand Duchy of Luxembourg. The courts of Luxembourg have exclusive jurisdiction, except where mandatory law gives you another forum.

Contact

legal@8digit.lu

support@8digit.lu