Legal

Terms of Service

Last updated: 30 April 2026. Please read carefully — by ordering services from us you accept these terms in full.

1. Parties

These General Terms (the "Terms") govern the relationship between ALTEA-N LTD (ALTEA-N EOOD — single-member limited liability company under the laws of the Republic of Bulgaria), UIC 207644213, with registered seat in the Republic of Bulgaria, EU, trading as AlteaCloud ("we", "us", "AlteaCloud", the "Provider"), and the natural or legal person ordering our services ("you", "the Client"). Together — the "Parties".

By placing an order, signing a quote, paying an invoice or using any of our services, the Client confirms that they have read, understood and accepted these Terms in full.

2. Services

AlteaCloud designs and develops websites and online stores, provides hosting and related infrastructure, ongoing maintenance, support, and other digital services. The exact scope, deliverables and price of each engagement are defined in a written quote that the Client accepts via the client portal, by email or on paper. In case of any conflict between the quote and these Terms, the quote prevails for that specific engagement.

3. Quotes & orders

A quote is valid for 14 calendar days unless otherwise stated. An order is binding once the Client confirms it (by clicking "Approve" in the client portal, replying by email, signing, or paying the deposit). We start work only after the agreed deposit (typically 50% of the project fee) has been received in our account.

4. Pricing & payment

  • Prices are quoted in EUR or BGN. All prices are net of any VAT, taxes, bank charges and currency-conversion fees, which are borne by the Client unless explicitly stated otherwise.
  • Payment by card via Stripe, by SEPA bank transfer, or by other method agreed in writing. Standard terms: 50% deposit before we start, balance on completion before the site goes live.
  • Hosting and recurring services are billed in advance — monthly, quarterly or annually — and renew automatically for the same period unless cancelled in writing at least 14 days before the end of the current billing period.
  • Late payment. Invoices are due within 7 calendar days of issue unless stated otherwise. After this date, we are entitled to charge default interest at the statutory rate plus 8 percentage points per year, in line with Directive 2011/7/EU and Bulgarian law. We may also suspend or interrupt all services without further notice if any invoice is more than 14 days overdue, with no refund of prepaid amounts.
  • No refunds for prepaid hosting or recurring services after the corresponding billing period has started, except where mandatory consumer-protection law requires otherwise.
  • The Client is responsible for ensuring their billing details are accurate and up to date, and for any chargebacks initiated without legitimate cause.

5. Project timeline

Our standard delivery target is 5 working days from receipt of all materials needed (text, images, brand assets, logins, third-party access). Delivery dates are good-faith estimates, not binding deadlines, and do not include time spent waiting for Client feedback, missing materials, third-party providers, or events of force majeure. Time-of-the-essence is not implied by any delivery target unless expressly stated in writing.

6. Client obligations

  • Provide accurate, complete and lawful content, materials and instructions.
  • Warrant ownership and licences. The Client warrants that they own — or are validly licensed to use — all text, images, video, audio, brand assets, trademarks, logos and any other content provided to us, and that the use of such content as instructed does not infringe any third-party rights.
  • Provide timely feedback and approvals at agreed milestones. Failure to respond within 10 working days after a milestone delivery is deemed approval of that milestone.
  • Provide and maintain access to required third-party services (domain registrar, payment provider, courier accounts, social/marketing platforms, etc.).
  • Keep their own backups of any content or assets they upload to our systems.

7. Acceptable Use Policy

The Client must not use, and must not allow any third party to use, the websites, online stores, hosting or any other service we provide for any purpose that is unlawful, fraudulent, harmful or in breach of these Terms. Prohibited use includes, without limitation:

  • Fraud, deception, money laundering, tax evasion, sanctions evasion, or any criminal activity under Bulgarian, EU or applicable international law.
  • Phishing, identity theft, distribution of malware, ransomware, viruses, or any code intended to harm systems or users.
  • Unsolicited bulk email (spam), including unsolicited commercial messages sent without proper consent.
  • Hosting, distributing or linking to content that infringes copyright, trademarks, patents, trade secrets or any other intellectual-property rights.
  • Content that is defamatory, libellous, obscene, harassing, threatening, or that incites violence, terrorism, or discrimination on protected grounds.
  • Child sexual abuse material (CSAM) or any sexual content involving minors — strictly forbidden.
  • Operating gambling, adult, weapons, drugs, cryptocurrency exchange, multi-level-marketing or other high-risk activities without our prior express written consent.
  • Conduct that adversely affects the security, integrity, capacity or availability of our infrastructure or that of any third party (DoS/DDoS, brute-force, port scanning, cryptojacking, excessive resource consumption, etc.).
  • Reverse-engineering, copying or attempting to extract the source code of any proprietary tooling or infrastructure we provide.

We may, at our sole discretion and without prior notice, immediately suspend or terminate any service used in breach of this section, remove offending content, preserve evidence, and cooperate with law-enforcement authorities. The Client is not entitled to any refund for services suspended or terminated for breach of the Acceptable Use Policy.

8. Client responsibility for content and use of services

The Client is solely and exclusively responsible for:

  • The purposes for which they use the websites, online stores, hosting, email or any other service we provide.
  • All content, products and services they publish, sell, distribute or otherwise make available through the systems we deliver or operate, including content uploaded by their own users, employees or agents.
  • The lawfulness of their own business operations under all applicable laws — including but not limited to consumer-protection law, GDPR (as controller of their own users' data), e-commerce regulation, distance-selling rules, tax law, AML/KYC obligations, intellectual-property law, advertising standards and industry-specific licensing.
  • Any fraud, scam, deception, illegal sale, money laundering, infringement, breach of contract or other unlawful or harmful conduct carried out via the services we provide.
  • All claims, complaints and disputes brought by their own customers, end-users or any other third party in connection with their site, products or services.

AlteaCloud is a technical service provider. We design, build and host websites; we do not control, monitor, endorse or assume responsibility for the use the Client makes of those services or for the content the Client (or its users) publishes. We act as a hosting intermediary within the meaning of Articles 12–14 of Directive 2000/31/EC and Articles 13–16 of the Bulgarian E-Commerce Act, and we are not under any general obligation to monitor Client content. Where we receive a substantiated notice that specific Client content is unlawful, we will act in accordance with the applicable notice-and-action procedure.

To the maximum extent permitted by law, we accept no liability whatsoever for any direct or indirect damages, fines, penalties, losses, costs or claims arising from or related to the Client's use of our services, including (without limitation) fraud, deception, illegal trading, content infringement, data breaches caused by Client misconfiguration or weak credentials, or any other act or omission of the Client.

9. Indemnification

The Client agrees to defend, indemnify and hold harmless AlteaCloud, its owners, employees and contractors from and against any and all claims, demands, proceedings, damages, fines, penalties, losses, costs and expenses (including reasonable legal fees) arising out of or related to:

  • The Client's content, products or services;
  • The Client's breach of these Terms or of the Acceptable Use Policy;
  • The Client's breach of any law, regulation or third-party right;
  • Any claim brought by the Client's customers, end-users, partners or any other third party arising from the Client's use of our services.

We will give the Client prompt notice of any such claim and reasonable cooperation in the defence, at the Client's expense. We reserve the right to assume sole defence and control of any matter for which the Client has indemnification obligations, in which case the Client will cooperate fully.

10. Intellectual property

Until full payment of all sums owed to us, all design files, source code, copy, mock-ups and any other deliverable remain our exclusive property and are merely licensed for review purposes. Upon receipt of full payment, we transfer to the Client a non-exclusive, worldwide, perpetual right to use the custom design and source code we created specifically for the project, for the Client's own business purposes. Third-party components (open-source libraries, fonts, plugins, themes, stock images, SaaS integrations) remain governed by their original licences and are not transferred. We retain ownership of (i) all internal tooling, methodologies, frameworks and reusable components, and (ii) the right to reference the Client's name, logo and project as part of our portfolio and marketing, unless agreed otherwise in writing.

11. Hosting terms

  • Target uptime: 99.9% measured monthly. This is a non-binding target, not a guarantee. Excluded from any uptime calculation: scheduled maintenance, force majeure, third-party network/CDN failures, attacks, Client misconfiguration and any factor outside our reasonable control.
  • We perform off-site backups on a best-effort basis and retain them for at least 14 days. The Client remains responsible for keeping their own independent copies of their data; we are not liable for data loss except in cases of our gross negligence or wilful misconduct.
  • Production-down incidents caused by our infrastructure are addressed at any time, at no extra charge.
  • The Client may export and migrate their site at any time. We will provide reasonable assistance during business hours; complex migrations may be quoted separately.
  • We may relocate, scale, replace or upgrade underlying infrastructure at our discretion, provided service continuity is reasonably preserved.
  • Hosting is sold on a fair-use basis. Excessive resource consumption, abusive traffic or sustained loads outside the plan's specifications may result in additional charges, plan upgrade, throttling or suspension after notice.
  • Domain renewals, third-party SaaS subscriptions, payment-gateway fees and similar costs are the Client's responsibility unless explicitly bundled in the quote.

12. Warranties & disclaimers

Our services are provided "as is" and "as available". To the maximum extent permitted by law, we disclaim all warranties, whether express, implied or statutory, including any implied warranty of merchantability, fitness for a particular purpose, accuracy, non-infringement and uninterrupted or error-free operation. No advice or information obtained from us, oral or written, creates any warranty not expressly stated in these Terms. Statutory rights of consumers under mandatory law are not affected.

13. 0% risk policy

Our 0% risk policy is a goodwill commitment that applies only to the first complete design draft of a website project, and only where: (a) the Client has supplied all required materials in time, (b) the project scope has not changed since the quote, and (c) the Client requests cancellation in writing within 7 calendar days of receiving that first complete draft. In such case, we refund the deposit in full. The policy does not apply to: hosting, ongoing maintenance, support contracts, third-party services, custom integrations, projects where work has progressed beyond the first complete draft, projects cancelled because the Client changed their mind on scope, content or business model, or projects where the Client has been in breach of these Terms.

14. Limitation of liability

To the maximum extent permitted by law, our total aggregate liability to the Client arising out of or in connection with these Terms, the services and any related order, whether in contract, tort (including negligence), strict liability or otherwise, is limited to the fees actually paid by the Client to us in the six (6) months preceding the event giving rise to the claim, with an absolute cap of EUR 5,000.

In no event shall we be liable for any indirect, incidental, special, consequential, exemplary or punitive damages, or for any loss of profits, revenue, business, opportunity, goodwill, reputation, anticipated savings or data, even if we were advised of the possibility of such damages.

The above limitations do not apply to (i) liability that cannot lawfully be excluded under Bulgarian or EU law, (ii) damages caused by our wilful misconduct or gross negligence, or (iii) the Client's payment obligations and indemnification obligations under these Terms.

15. Force majeure

Neither Party is liable for any failure or delay in performing its obligations (other than payment obligations) caused by events beyond its reasonable control, including acts of God, natural disasters, pandemics, war, terrorism, civil unrest, government action, strikes, internet or telecommunications failures, denial-of-service attacks, failures of upstream providers, energy or hardware shortages. The affected Party will notify the other and use reasonable efforts to resume performance as soon as possible.

16. Confidentiality

Each Party will keep confidential any non-public information shared during the engagement and use it only to perform these Terms, except where disclosure is required by law, regulation, court order or to professional advisers bound by equivalent confidentiality.

17. Suspension & termination

  • By us, immediately — for breach of the Acceptable Use Policy, fraud, illegal use, repeated breach of these Terms, insolvency, payment default exceeding 14 days, or where required by law or by a competent authority. No refund is due for services suspended or terminated under this paragraph.
  • By the Client — by giving at least 30 calendar days' written notice for ongoing engagements; for one-off projects, by paying for all work performed up to the termination date.
  • Effects of termination. The Client immediately ceases use of any services we no longer provide. We may delete Client data 30 calendar days after the contract ends, except where retention is required by law (accounting, tax, legal-claim defence).
  • Sections 6 (Client obligations), 7 (AUP), 8 (Client responsibility), 9 (Indemnification), 10 (IP), 12 (Disclaimers), 14 (Limitation of liability), 16 (Confidentiality), 18 (Governing law) and any other section that by its nature should survive, survive termination.

18. Governing law & jurisdiction

These Terms are governed by the laws of the Republic of Bulgaria, excluding its conflict-of-laws rules. Any dispute that cannot be resolved amicably is subject to the exclusive jurisdiction of the competent Bulgarian courts at the seat of the Provider. EU consumers retain the mandatory protections of their country of residence. Online dispute resolution platform: ec.europa.eu/consumers/odr.

19. Changes

We may update these Terms at any time. The version in force is the one published on this page on the date a new order is placed; for ongoing recurring services, material changes are communicated by email at least 30 days in advance and take effect at the start of the next billing period — continued use of the service after this date constitutes acceptance.

20. Miscellaneous

  • Entire agreement. The applicable quote together with these Terms constitutes the entire agreement between the Parties and supersedes all prior arrangements on the same subject.
  • Severability. If any provision is held invalid or unenforceable, the remainder remains in full force, and the invalid provision is replaced by an enforceable one that most closely reflects the original intent.
  • Assignment. The Client may not assign these Terms without our prior written consent. We may assign or transfer to an affiliate or in connection with a merger, acquisition or sale of assets.
  • No waiver. Our failure to enforce any provision is not a waiver of our right to do so later.
  • Notices. Notices to us must be sent to office@alteacloud.com; notices to the Client to the email on file.
  • Language. These Terms are issued in Bulgarian and English. In case of discrepancy, the Bulgarian version prevails.

21. Contact

office@alteacloud.com · tickets.alteacloud.com