General Terms and Conditions (v2.6 1 july 2016)
Article 1. Definitions
1. Provider DigiState, witch its registered office in Nieuwegein and listed with the Chamber of Commerce under registration number 30221360
2. Client: the natural or legal person that has concluded an Agreement with the Provider or to whom the Provider has submitted a quotation in that connection.
3. General Terms and Conditions: this document.
4. Service: the specific service agreed on between the Provider and the Client, as stated in the Agreement or the quotation.
5. Agreement: the agreement between the Provider and the Client, under which the Provider will perform the Service.
6. Website: http://www.digistate.nl.
Article 2. Quotation, offer and acceptance
1. The Provider will prepare a quotation in which it specifies what the Service includes and what amount will be due upon acceptance. Only the description of the Service stated in the quotation shall be binding. The Client can also use the online ordering process on the Website to purchase the Service. The Website also states the amount that will be due, with the description of the Service given on the Website also being binding.
2. Quotations submitted by the Provider are without any obligation and are valid for 30 days after submission by the Provider, unless otherwise stated in the quotation.
3. If information provided by the Client is found to be incorrect, the Provider shall be entitled to adjust the prices accordingly.
4. These General Terms and Conditions are applicable to the Agreement at all times, unless expressly agreed otherwise in writing.
5. Any provisions or terms and conditions stipulated by the Client which differ from, or do not appear in, these General Terms and Conditions will only be binding upon the Provider if and to the extent that they have been expressly accepted by the Provider in writing.
6. The Provider may refuse a Client at its own discretion, without stating reasons.
7. Following acceptance, the Agreement may only be amended with the agreement of both parties.
8. The Agreement is effective from the moment the Provider receives notification of acceptance by the Client.
9. In the event of conflict between the provisions in the Agreement, the General Terms and Conditions or annexes thereto, the following order of priority will apply:
· the Agreement;
· the Data Processor’s Agreement, if any;
· the Service Level Agreement, if concluded;
· the annexes, if any;
· these General Terms and Conditions;
· any additional terms and conditions.
Article 3. Performance of the Service
1. Following conclusion of the Agreement, the Provider will perform the Service as soon as possible in accordance with the quotation or online order, taking into account any reasonable wishes of the Client.
2. Unless otherwise agreed in writing, the Provider warrants that the Service will be performed to the best of its ability, with due care and professional competence.
3. If and to the extent required for the proper performance of the Service, the Provider may have certain activities performed by third parties. The Provider accepts no liability for services performed by third parties.
4. The Client is obliged to do and refrain from doing everything that is reasonably required and desired to ensure that the Service is performed correctly in a timely manner. In particular, the Client shall ensure that all information which the Provider indicates is required, or in respect of which the Client ought reasonably to understand is required for the performance of the Service, is made available to the Provider in a timely manner.
5. The Provider may unilaterally make changes to the material provided by the Client without the prior consent of the Client.
6. If it forms part of the Service, the Provider will issue the Client with an administrative user name and a password. These will provide the Client with access to an administrative account and a management tool which will enable the Client to manage the delivery of the Service as it sees fit and to manage accounts for individual users and to set the options and restrictions for these individual users of the Service, within the limits specified in the Agreement. The Client will pay all the fees and charges arising from the use of the service with an administrative user name and a password.
7. Each action performed by means of the administrative account or an individual user account is deemed to take place under the responsibility and at the risk of the Client. In the event of suspected misuse of an account, the Client must notify the Provider thereof as soon as possible so as to enable the Provider to take action accordingly.
8. The Provider may take products and services that have been provided out of use, temporarily or otherwise, and/or may limit their use, or provide them only to a limited extent, or not at all, if the Client fails to fulfil an obligation towards the Provider as stipulated in the Agreement or acts contrary to these Terms and Conditions.
Article 4. Prices
1. Unless otherwise indicated, all prices are exclusive of valued added tax (VAT).
2. All the prices appearing on the Website, in quotations, folders and other documents of the Provider are subject to manifest programming and typing errors. No liability will be accepted for the consequences of any such errors.
3. If the Agreement is a continuing performance contract, the Provider may increase the rates charged, on the expiry of the first year of the continuing performance contract, once per calendar year. To that end, the Provider will inform the Client of the rate changes at least 2 (two) months in advance via the Website, in writing or by email. In the event of a rate increase, the Client may terminate the Agreement, subject to 1 (one) month’s notice.
4. All costs accruing to the Provider from the Agreement shall be borne by the Client, provided they are attributable to the Client.
Article 5. Hosting and related services
1. If the Service provides, in full or in part, for services regarding the storage and/or transfer to third parties of material supplied by the Client, such as in the case of webhosting or email services, the provisions in this article shall also apply.
2. The Client will not publish or offer information via the Provider in breach of Dutch law. This includes in particular, but is not limited to, information that is offered without the permission of the copyright holder(s), information that is of a libellous, intimidating, insulting, racist, inflammatory or discriminatory nature, information containing child pornography or pornography that is otherwise liable to prosecution and information that violates the privacy of third parties or that constitutes a form of stalking, as well as hyperlinks, torrents and other links to such information on third-party sites anywhere in the world (even if the information is legal in the jurisdiction concerned).
3. The Provider has a complaints procedure under which third parties (‘complainants’) can file a complaint if they believe there is evidence of such a violation. If the Provider considers that a complaint is justified, the Provider may remove the material or block access to it. In that case, the Provider may also supply the personal details of the Client to a reporting party or to the competent authorities. The Provider will inform the Client of the progress of this procedure.
4. In case of information that may constitute a criminal offence, the Provider may report this information to the police. The Provider can in that case submit all relevant information on the Client to the competent authorities and perform all other acts that those authorities request the Provider to perform as part of the investigation.
5. In case of repeated complaints about the information provided by the Client, the Provider may dissolve (ontbinden) and/or terminate (beëindigen) the Agreement.
6. A Client acting in the exercise of a business or profession indemnifies the Provider against any and all loss or damage as a consequence of the above. The Provider is not liable for any loss or damage whatsoever sustained by a Client acting in the exercise of a business or profession due to action taken by the Provider in relation to the complaints procedure.
7. The Client will refrain from obstructing other Clients or internet users or inflicting damage on the servers. The Client is prohibited from starting up processes or programs, via the server or otherwise, which the Client knows or can reasonably assume will obstruct or inflict damage on the Provider, other clients or internet users. The Provider will advise the Client of any measures taken.
8. The Client will abide by the generally accepted code of conduct on the internet as laid down in RFC1855 (ftp://ftp.ripe.net/rfc/rfc1855.txt) and any future amendments made thereto.
9. The Client is prohibited from making the user name or user names and password or passwords supplied by the Provider available to any third party without the Provider’s consent.
10. Unless otherwise agreed, the Client is prohibited from reselling and/or re-leasing the Service.
11. The Provider may impose a maximum limit on the amount of storage space the Client may use each month under the terms of the Service. In the event this maximum limit is exceeded, the Provider may charge an additional amount in accordance with the amounts charged for additional storage space as stated on the Website. No liability is accepted for the consequences of not being able to send, receive, store or modify data if the agreed storage space limit is reached.
12. The Client hereby grants the Provider an unrestricted licence to distribute, store, forward or copy all materials disseminated by the Client via the Provider’s systems, in any manner deemed appropriate by the Provider, however solely to the extent this is reasonably required for the purpose of fulfilment of the Agreement by the Provider.
13. In addition to the relevant legal obligations, any loss or damage arising as a result of incompetence or a failure to act in compliance with the points set out above shall be for the Client’s account.
Article 6. Domain names and IP addresses
1. If the Service provides, in full or in part, for the Provider to mediate on behalf of the Client for the acquisition of a domain name and/or IP address, the provisions in this article will also apply.
2. Application for, allocation of and possible use of a domain name and/or IP address depend on and are subject to the applicable rules and procedures of the relevant registration authorities, including the Foundation for Internet Domain Registration in the Netherlands (Stichting Internet Domeinregistratie Nederland) and RIPE. The authority concerned will decide on the allocation of any domain name and/or IP address. The Provider only plays a mediating role in the application process and cannot guarantee that an application will be accepted.
3. Unless otherwise indicated, the Client is informed exclusively of the registration by the confirmation letter from the Provider, stating that the requested domain name has been registered. An invoice for the costs of registration does not constitute a confirmation of registration.
4. The Client acting in the exercise of a business or profession indemnifies the Provider and holds it harmless against any and all loss or damage related to (the use of) a domain name on behalf of or by the Client.
5. The Provider is not liable for the loss by the Client of its right(s) to a domain name and/or IP address or for the fact that the domain name and/or IP address has been requested by and/or assigned to a third party in the interim, unless in the event of wilful misconduct or gross negligence committed by the Provider.
6. If the Provider registers a domain name in its own name on behalf of the Client, the Provider will honour requests from the Client with respect to moving, transferring or terminating this domain name.
7. The Client shall observe the rules that the registration authorities set for the application for, allocation of and use of a domain name and/or IP address.
8. The Provider may render the domain name inaccessible or unusable if the Client demonstrably fails to fulfil the Agreement, which action will however last solely for the period that the Client is in default and solely on the expiry of a reasonable term to remedy the default as set out in a written notice of default.
9. In the event the Agreement is terminated (ontbinding) owing to breach of contract on the part of the Client, the Provider may revoke the domain name and/or IP address subject to one month’s notice.
Article 7. Resellers
1. If the Service provides, in full or in part, for reselling or re-leasing or the provision otherwise against payment (‘Reselling’) of the Provider’s products or services by the Client to its customers, the provisions in this article will also apply.
2. When Reselling, the Client will act in its own name, for its own account and at its own risk and may not enter into agreements for or on behalf of the Provider or give the impression that it acts as the agent or representative of the Provider.
3. The Client shall impose on its customers at least the same obligations as the Provider imposes on the Client with regard to the product(s) or service(s) which are made available. The Provider may demand that the Client furnishes proof of this.
4. Any failure by customers of the Client to make payment or make payment in good time shall not release the Client from its payment obligations towards the Provider.
5. The Provider will only approach the Client’s customers via the Client, unless the Provider has a compelling reason to approach these customers directly or the Client gives its consent for direct contact to be sought. (Imminent) damage or loss and inconvenience for third parties due to customers’ activities shall always constitute a compelling reason.
6. The Client may not use any trade name, brand name, logos or symbols of the Provider in promotional or commercial communication, including a domain name, with the aim of leveraging the goodwill enjoyed by or the good name of the Provider for the acquisition of customers by the Client. The Client may, however, communicate in a business-like manner that it uses the Provider’s products and/or services.
7. The Client is fully liable at all times for every act or omission committed by its customers using the Provider’s systems or networks or those of its suppliers.
8. In the event the Agreement is terminated (ontbinding) owing to breach of contract on the part of the Client, the Provider shall be entitled to approach, notify and take over, as applicable, the Client’s customers.
Article 8. Services
1. Hardware and software support and support in respect of other services will be billed at the applicable hourly rate. The applicable hourly rate will be communicated in advance by the Provider. Support will be charged on an hourly basis, with the minimum charge being for one (1) hour, unless otherwise agreed. The Provider is unable to provide any guarantees in terms of response times in case of requests for support where no SLA has been arranged.
Article 9. Connectivity
1. The Client’s current and actual usage will be reviewed each month. If the usage differs from the expected package, the package can be adjusted with retroactive effect. Any increase will be implemented with immediate effect. Any decrease can only be implemented at the end of this Agreement’s term.
2. Unless otherwise agreed, data traffic cannot be carried forward and is not transferable to a following month and/or equipment.
3. Data traffic is understood to mean all the network traffic generated by the Client, both incoming and outgoing. Incoming and outgoing traffic is added together for the purpose of calculating the data traffic.
4. The Provider may impose a maximum limit on the amount of data traffic the Client may use each month under the terms of the Service. In the event this maximum limit is exceeded, the Provider may charge an additional amount in accordance with the amounts charged for additional data traffic as stated on the Website. No liability is accepted for the consequences of not being able to send, receive, store or modify data if the agreed data traffic limit is reached.
Article 10. Availability of the Service
1. The Provider will make every effort to ensure uninterrupted access to its systems and networks and to the data it has stored, but is unable to offer any guarantees in this regard unless otherwise agreed in the quotation or the online ordering procedure by means of a Service Level Agreement (SLA) that is identified as such. To the extent not otherwise provided in such an SLA, the provisions in this article shall apply to availability.
2. The Provider will make every effort to keep the software used by it up to date. The Provider is nonetheless dependent on its Supplier(s)/Provider(s) in this regard. The Provider is entitled not to install certain updates or patches it if believes installing such updates or patches will not be beneficial to the Service and its correct delivery.
3. The Provider will endeavour to ensure that the Client can make use of the networks that are either directly or indirectly connected to the Provider’s network. However, the Provider cannot guarantee that these (third-party) networks will be available at any particular time.
4. If, in the opinion of the Provider, the operation of the computer systems or the Provider’s network or third-party networks and/or service provision via a network is at risk, in particular as a result of excessive volumes of email or other data traffic, poorly or inadequately secured systems or virus activities, Trojan horses and similar software, the Provider may take all measures it deems reasonably necessary to avert or prevent such risk.
Article 11. Liability
1. For each event or series of related events, the Provider’s liability for direct loss or damage sustained by the Client as a result of a culpable shortcoming in the Provider fulfilling its obligations under this Agreement, also expressly including any shortcoming in fulfilling a guarantee commitment agreed with the Client, or an unlawful act on the part of the Provider, its employees or third parties engaged by the Provider, is limited to a sum equal to the payments the Client is obliged to make under this Agreement each year (excluding VAT). Under no circumstance, however, will the total compensation payable for any direct loss or damage exceed a sum of EUR 1,000 (excluding VAT).
2. The Provider’s liability for indirect loss or damage, including consequential loss or damage, loss of profit, lost savings, loss of data (business or otherwise), and loss due to business interruption, is excluded.
3. With the exception of the cases mentioned in article 11(1), the Provider cannot be held liable in any way whatsoever for compensation, irrespective of the ground on which a claim for compensation might be based. The maximum amount mentioned in article 11(1) will however not apply if and insofar as the loss or damage is the result of wilful misconduct or gross negligence committed by the Provider’s management.
4. The Provider’s liability for an attributable failure to fulfil the Agreement will only arise if the Client gives the Provider proper notice of default in writing without delay, and specifies a reasonable period within which to remedy its failure, and the Provider continues to attributably fail to perform its obligations even after that period. The notice of default should contain a description of the failure in as much detail as possible so that the Provider is able to put forward an adequate response.
5. The Provider will never be liable for loss or damage due to force majeure.
6. Any right to compensation is conditional at all times upon the Client reporting to the Provider in writing and by registered letter the occurrence of every instance of loss or damage within 30 days after the event giving rise to such loss or damage.
7. The Client indemnifies the Provider against any and all third-party claims on account of liability resulting from a failure in the Service provided by the Client to a third party and which consisted in part of items, materials or results supplied by the Provider.
8. In this article, Client is understood to mean only a Client acting in the exercise of its business or profession.
Article 12. Failures and Force Majeure
1. The Provider may temporarily close down its systems, including the Website, either fully or partially, for the purpose of maintenance, adjustments or improvements. The Provider will endeavour to ensure that as far as possible any such period of inactivity only takes place outside office hours, and will make every effort to inform the Client in good time of the scheduling of periods of inactivity. The Provider is never liable for compensation for loss or damage in connection with such period of inactivity, however.
2. The Provider may modify its systems, including the Website, in its entirety or in part, from time to time in order to improve its functionality and/or to remedy faults. If a modification causes a significant change in functionality, the Provider will endeavour to inform the Client of this. In the event of modifications that are relevant to multiple clients, it is not possible to waive a specific modification only for the Client’s benefit. The Provider is not liable for any compensation of loss or damage resulting from such modification.
3. In the event of unavailability of the Service due to disruptions or failures, maintenance or other causes, the Provider will make every effort to inform the Client of the nature and expected duration of the interruption.
4. In the event of force majeure, which in any case includes disruptions to or breakdowns in the internet, the telecommunications infrastructure, SYN flood, network attacks, DoS or DDoS attacks, power failures, domestic disturbances, mobilisation, war, traffic jams, strikes, exclusions, business interruptions, stagnation in supply, fire, floods, import and export barriers and in the event that the Provider is prevented, regardless of the reason, from delivering owing to its own Providers/Suppliers, as a result of which fulfilment of the Agreement by the Provider cannot reasonably be demanded, the fulfilment of the Agreement will be suspended or the Agreement will be terminated when the situation of force majeure has exceeded a ninety-day period, all this without any obligation to pay compensation.
Article 13. Term and termination
1. The Agreement is entered into for a period of one year. Unless the Client gives notice to terminate the Agreement (or an individual domain name) not less than one month prior to the end of this period, it will be tacitly extended for a period of one year after it expires.
2. The Client may give notice to terminate on any day after extension. The notice of termination will take effect one month after receipt of the notice of termination. ‘One month’s’ notice is understood to mean no later than the corresponding date in the following month.
3. The previous paragraph applies only if the Client does not act in the exercise of a business or profession. If the Client does act in the exercise of a business or profession, a notice period of two months will apply with effect from the end of the term of the Agreement.
4. The Client can give notice of termination via the same channel used for entering into the Agreement. The Client may additionally give notice of termination by email, via the customer account (control panel) and in writing.
5. If it is discovered after termination that the Client has paid more than is due for the period between the final invoice and the moment of termination, the Provider will refund the difference within 30 days.
6. In the event of cancellation (opzegging), termination (beëindiging) or dissolution (ontbinding) for whatever reason, the Provider may immediately delete all stored data or render access to it impossible, and it may cancel all accounts of the Client. The Provider is not obliged in that case to provide the Client with a copy of such data.
7. The delivery dates given by the Provider will always be an indication only, unless it is expressly stated in writing that the date is a final delivery date. The Provider will not be in default, also with respect to an agreed final delivery date, until the Client has given it written notice of default.
8. In the event an agreed delivery date or time is exceeded, for whatever cause or reason, this shall not automatically grant a right to compensation, unless otherwise agreed in writing.
9. If the Client is a natural person not acting in the exercise of his/her business or profession, the Client may cancel (ontbinden) the Agreement within 14 days after the conclusion of the Agreement, without giving reasons. Registration of domain names is excluded from this statutory reflection period in the event the Client has consented to direct delivery and to waiving his/her statutory reflection period.
10. If the Client fails to perform any of its obligations under the Agreement, the Provider may terminate all Agreements concluded with the Client concerned without notice of default or judicial intervention being required and without prejudice to the Provider’s right to demand compensation for loss or damage, lost profit and interest.
Article 14. Payment Terms
1. The Provider will issue the Client with an invoice for the amount payable by the Client. The payment term of this invoice is one month after the invoice date, unless otherwise stated on the invoice or otherwise agreed in the Agreement.
2. By way of derogation from the previous paragraph, the Provider is under no obligation to send an invoice if the Agreement is a continuing performance contract. The amount owed for a specific term will be paid in advance by the Client to the Provider each month or per another agreed term.
3. If the Client has failed to pay within 14 days of the due date, the Client will be held in default by operation of law without notice of default being required. If an amount owed is not paid within the payment term, the outstanding invoice amount will be subject to statutory interest without any notice of default by the Provider being required.
4. In the event the Client fails to pay by the due date, the Client shall be obliged to pay any and all judicial and extra-judicial collection costs, including the costs of lawyers, bailiffs and debt-collection agencies, in addition to the amount payable and the relevant interest due.
5. The payment demanded is due and payable immediately in the event the Client is put in involuntary liquidation or applies for suspension of payments, or in the event that a total seizure is made on all of the Client’s assets, the Client passes away and furthermore, if the Client’s business is liquidated or dissolved.
6. In the cases referred to above, the Provider furthermore has the right to terminate or suspend the Agreement or any part thereof that has not yet been performed without notice of default or judicial intervention being required, and without the Client having any right to compensation for loss or damage that might result from the above.
7. If the Client does not act in the exercise of a business or profession, the Provider will send the Client a reminder upon the expiry of the due date referred to in article 14.3 giving the Client a further period of 14 days within which to remedy its non-payment of the invoice. On the expiry of this term the Client not acting in the exercise of a business or profession shall be in default, with due regard for the provisions in article 14.4.
Article 15. Intellectual property rights
1. All intellectual property rights in respect of all materials, software, analyses, designs, documentation, recommendations, reports, quotations developed or made available in connection with the Service, as well as preparatory materials in relation to them, are vested exclusively in the Provider or its licensors.
2. The Client will solely acquire the rights of use and authorities and/or permissions arising under the Agreement and its effect or those rights and authorities and/or permissions assigned in writing, and in all other respects the Client will not reproduce or publish the software or other materials.
3. The Client is not permitted to remove or modify any markings related to copyrights, trademarks, trade names or other intellectual property rights from the materials, including markings related to the confidential nature and secrecy of the materials.
4. The Provider may put technical measures in place to protect the materials. If the Provider has used technical measures to protect the materials, the Client is not permitted to remove or circumvent the relevant protection.
5. Any use, reproduction or publication of the materials falling outside the scope of the Agreement or the rights of use that have been granted shall be deemed to be copyright infringement. The Client will be liable for payment to the Provider of an immediately due and payable penalty that is not subject to mitigation by the courts amounting to EUR 1,000 for each act of infringement, without prejudice to the Provider’s right to demand compensation for its loss or damage as a result of the infringement or to take other legal action for the purpose of terminating the infringement.
Article 16. Confidentiality
1. The Parties will treat the information they provide each other before, during or after the performance of this Agreement as confidential if such information has been marked as confidential or if the recipient party is aware or should reasonably assume that the information is intended to be confidential. The Parties will also impose this obligation on their employees as well as on any third parties engaged by them for the purpose of performing the Agreement.
2. The Provider will not access data stored by the Client and/or distributed by the Client via the Provider’s systems, unless this is necessary for the proper performance of the Agreement or the Provider is obliged to do so pursuant to a legal provision or an injunction. In that case the Provider will do everything within its power to limit access to the information as far as possible.
Article 17. Complaints
1. Complaints regarding the performance of the Agreement, the functioning of the system or the operation of other facilities must be communicated in writing. The Client may expect to receive a reply to the complaint within 5 (five) working days.
Article 18. Amendments to the General Terms and Conditions
1. The Provider reserves the right to amend or supplement these Terms and Conditions.
2. Amendments also apply to Agreements already concluded with due observance of a term of 30 days following publication of the amendment on the Provider’s website or by electronic communication. Minor changes can be implemented at any time.
3. If the Client does not wish to accept an amendment to these Terms and Conditions, it may terminate the Agreement until the date on which the new terms and conditions enter into force effective from that date.
Article 19. Final provisions
1. This Agreement shall be governed by and construed in accordance with Dutch law.
2. To the extent not otherwise prescribed by rules of mandatory law, any dispute that may arise in connection with this Agreement will be referred to the competent court in the Netherlands in the district in which the Provider has its registered office.
3. If any provision in this Agreement proves invalid or is declared null and void, this will not affect the validity of the Agreement as a whole. In that case, for the purpose of replacing any such provision the Parties will, in so far as legally possible, stipulate a new provision or new provisions reflecting the intent of the original Agreement and the General Terms and Conditions.
4. In these Terms and Conditions, ‘in writing’ also includes email and fax communication, provided that the identity and integrity of the email or fax have been sufficiently established.
5. The version of any communication received or saved by the Provider, measurements performed (including, but not limited to, data traffic) and monitoring by the Provider shall be considered as authentic, unless the Client provides proof to the contrary.
6. The Parties will at all times inform each other immediately in writing of any relevant changes in name, postal address, email address, telephone number and, if requested, bank account number.
7. The Client may only transfer its rights and obligations under the Agreement to a third party with the prior written consent of the Provider. The Provider may do this without the Client’s consent.