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, hourly basis 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, Unlimited Base Plan, add-ons, or other snippet);

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 monthly support fee. Remote and onsite work billed at the hourly and travel rates then in force, or on the quote if the quote fixes those rates for a defined job. Intended for startups and small businesses with low support need. Free cover for up to five people. We add people to our CRM when they are assigned. More than five people is quoted separately.

IT Support | Unlimited Base Plan: 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.

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: website hosting and domain registration or renewal as quoted.

Website projects: custom or template websites sold as a project, plus later change requests billed hourly or quoted. 8digit does not sell website-build subscriptions.

Digital marketing: only the items on the quote.

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 requests to support@8digit.lu. That opens a ticket. We review tickets during support hours, treat the most urgent work first, and aim to handle ordinary requests within three business days. That is a target, 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 PAYG and from the Unlimited Base Plan:

onsite visits and travel;

work outside support hours;

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

websites and marketing;

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.

PAYG and Unlimited cannot be mixed on the same people. Only paid Unlimited seats get Unlimited remote support. Anyone else is PAYG 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 hourly, 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.

Hourly, onsite, travel and project rates

The current list rates apply from the effective date of these Terms to all work that is not covered by a fixed-price accepted quote. A quote that fixes an hourly 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).

IT support hours, 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 hourly 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

Monthly plans renew automatically each month until cancelled with 30 days’ written notice to support@8digit.lu.

Yearly plans are prepaid for 12 months and renew automatically for another year unless cancelled with 30 days’ notice before the end date. If cancelled early, the plan runs to the end date.

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 paid period. 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 hourly. Purchase price is not refunded except where mandatory law requires it for a legal defect.

15. Websites and marketing

Website work is a project. Scope is only what the quote lists. Extra pages, features, languages, shop functions or revisions are extra.

You supply text, photos, logos and access on time. Delay on your side extends delivery. We do not guarantee rankings, traffic or sales.

On full payment, you own the custom content created for you. We keep our tools, templates, libraries, internal account structures and methods. Sites or platforms we still manage stay under our management until moved.

Hosting and domains are separate products. A finished website without paid hosting or DNS will not stay online.

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

Amounts paid for website or marketing work are not refunded if you cancel after we have started, except where mandatory law requires otherwise.

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 hourly at the current list rate, 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