1. Who we are and when these terms apply
1.1 "We", "us" and "IT bugsolutions" means PASO CLEANING EOOD, trading as IT bugsolutions, ul. Musala 8, 5138 Polikraishte, Bulgaria, registration and VAT number BG202091716, e-mail contact@itbugsolutions.com. We work by e-mail, the contact form and chat; telephone contact is not always possible. In the request form and the contact form you can optionally leave a telephone or WhatsApp number, which we use only to contact you about your request.
1.2 "Customer" is the business or professional that gives us an Assignment or takes out a Care Plan.
1.3 "Assignment" is a defined job (for example repairing an outage or hack) at a fixed price as recorded in the accepted Quote. "Care Plan" is the monthly maintenance package (Essential, Plus or Pro). "Services" means both. "Systems" are the Customer's website, hosting, domain, database, CMS, app or software that we work on.
1.4 These terms apply to all offers, Quotes, Assignments and Care Plans. The Customer's own terms do not apply unless we accepted them in writing.
1.5 We ask you to accept these terms when you submit a request (tick box) and again when you accept the Quote. We record the date, time and version of your acceptance.
2. Businesses and professionals only
2.1 Our Services are intended for businesses and professionals. The Customer confirms at the request and at the Quote that it acts in the course of a business, trade or profession and not as a consumer.
2.2 If the Customer is nevertheless a consumer, the mandatory consumer rights that apply to it remain unaffected and clause 25 applies. Limitations in these terms then apply only to the extent permitted by law.
3. Free diagnosis, Quote and acceptance
3.1 The diagnosis is free and non-binding. We never charge for it, even if we cannot identify the problem.
3.2 After the diagnosis we send a Quote stating: the problem and the work (the scope), the fixed price (excluding VAT unless stated), an estimated lead time, the backup arrangement and a reference to the refund policy. The price follows pricing rules set by people; a person reviews every quote that falls outside those rules. Customer communication and the first analysis may be assisted by AI tools (clause 19).
3.3 A Quote is valid for 14 days. The contract is formed when the Customer accepts the Quote in writing (including by e-mail or the acceptance page). For Care Plans, the contract is formed when the Customer confirms the chosen plan and has made the first payment.
3.4 If the problem differs materially from the diagnosis during the work, we stop, make a new proposal, and perform extra work only after your written approval of price and scope. Without approval, the original Assignment stands or may be ended under clause 10.
3.5 We may refuse a request or Assignment for an objective reason (see clause 5).
4. Price and payment (prepayment)
4.1 Prices are fixed per Assignment, in euro, excluding VAT unless stated. The VAT rate or reverse-charge treatment is stated on the quote and invoice.
4.2 Payment is up front: we start only after (a) the Customer has accepted the Quote, (b) verification under clause 5 is complete and (c) we have received payment through the payment link (card, PayPal or another method offered by the link).
4.3 Assignments above approximately EUR 1,000 may be paid in stages (for example 50% at start and 50% at delivery). This is stated in the Quote. With staged payment we start after the first instalment and deliver the last phase only after the last instalment.
4.4 Care Plans are paid monthly in advance (see clause 18).
4.5 We send an invoice after payment. Payment provider fees for collecting your payment are ours. Third-party costs (for example a paid plugin, licence or hosting change) are passed on only if stated in the Quote or approved by you in writing beforehand.
4.6 If a payment fails or is reversed without us having agreed a refund, we may suspend the work until payment is made.
4.7 Payment disputes (chargebacks). If you have an objection to a payment, please contact us first; we respond within 3 business days. If you start a chargeback anyway, we may give the payment provider evidence of our service (Quote, acceptance, communication, work log) and suspend or end the Services. We may recover unfounded chargebacks and related costs we reasonably incur from the Customer.
4.8 We may refuse or return payments that evidently do not come from the Customer (for example from an unrelated third party).
5. Authority, verification and right to refuse
5.1 The Customer represents and warrants that it owns, or has written authority to instruct work on, the Systems to which it gives us access, and that it may let us work on them. If the Customer is an agency or intermediary, it sends written authorisation from the owner on request.
5.2 Before access or start we may request reasonable verification, such as: a message from an e-mail address on the domain, placement of a file, meta tag or DNS record we specify, authorisation from the owner, company details or a VAT number, and consistency between the payer's name and the Customer. Until verification is complete we are not obliged to start.
5.3 We may refuse, suspend or end a request or Assignment without liability for damages if: (a) we reasonably suspect the Customer is not authorised or has given incorrect information; (b) the work would breach law, sanctions or third-party rights; (c) the work concerns illegal, deceptive or harmful content or activity (such as phishing, malware, fraud, circumventing payment or security measures of third parties, or accessing others' systems without permission); (d) the Customer threatens or abuses us or our systems; or (e) the Systems are so outdated, unlicensed or insecure that safe work is not reasonably possible.
5.4 If we refuse or end under this clause before work starts, we refund the amount paid in full. In case of abuse or fraud we may deduct reasonable investigation costs and inform the payment provider and competent authorities.
5.5 The Customer indemnifies us against third-party claims arising from lack of authority or incorrect statements under clause 5.1, to the extent reasonable and excluding damage caused by our own negligence.
5.6 We keep a log per Assignment (verification, consents, changes made) and retain it as evidence.
6. Access and credentials
6.1 By accepting the Quote the Customer expressly authorises us, solely for the Assignment or Care Plan, to access the Systems it specifies (for example hosting, SFTP/SSH, CMS, database, DNS) and to make changes there. We ask for the minimum access that works and do not use it for other purposes.
6.2 The Customer shares passwords and keys only through the secure method we specify (a temporary account with minimum rights, or an encrypted link). Never by plain e-mail or in chat. We never ask for passwords in chat.
6.3 We store credentials only in an encrypted password manager, use them only for the Assignment and delete them no later than 7 days after completion or termination (for a Care Plan: no later than 7 days after it ends). We recommend that the Customer changes passwords and removes temporary accounts afterwards.
6.4 The Customer tells us immediately if it suspects credentials have leaked.
7. Backup first
7.1 Before changes we create, where technically possible, a backup of the files and/or database we will change, and check as well as we can that it is readable.
7.2 If we cannot make a (complete) backup, for example due to limited permissions, space or size, we tell the Customer in advance. We then perform the work only after the Customer's express written consent that it accepts the risk, including loss of data or function. Without that consent we do not start and refund the amount paid in full.
7.3 The Customer remains responsible for its own independent backups and for legal retention duties for its data.
8. Performance and no guarantee of results
8.1 We perform the Services with reasonable care and skill (best-efforts obligation). Time indications are estimates, not fixed deadlines, unless we expressly confirm a deadline in writing as fixed.
8.2 We may have the Services performed in part by carefully selected subcontractors and tools (clause 19).
8.3 No guarantee. We do not guarantee that a problem can be fully solved, that a site will not be attacked or compromised again, that Systems run error-free or without interruption, or that any search result, revenue or speed is achieved. Our only promise of result is the refund in clause 10 if we do not deliver the agreed fix.
8.4 We keep a short work report of what was changed (before/after and backup reference) and share it on request.
9. Delivery and acceptance
9.1 After completion we notify delivery in writing (e-mail or chat) with a short description of what was done.
9.2 The Customer checks the result within 7 days. If the Customer does not notify a reasoned defect against the Quote scope in writing within that period, the Assignment is deemed accepted. Use of the result in production also counts as acceptance.
9.3 If a defect is notified in time, we repair it within scope free of charge within a reasonable time, or, if that fails, clause 10 applies.
9.4 Acceptance does not affect rights under clause 16 for hidden defects and for intent or gross negligence.
10. Refunds (no-fix-no-fee) and cancellation
10.1 We cannot identify the problem: the diagnosis is free; you pay nothing.
10.2 We do not deliver the agreed result (after payment we cannot solve the problem, or we must stop for a reason not caused by the Customer): we refund the amount paid for that Assignment in full, except third-party costs the Customer expressly approved and which cannot be recovered. For a partially achieved result we offer a proportionate refund or a new proposal for the remainder.
10.3 We refund within 14 days of our notice that the result was not achieved, to the original payment method. Your bank's processing time may be longer.
10.4 Customer cancels before start: full refund. After start: we deduct the proportionate part of the fixed price for work reasonably already done and refund the rest.
10.5 No refund in these cases: the Customer changes or reverses the result itself after delivery; problems outside the agreed scope; new problems after delivery from other causes (such as a new plugin, a new attack through weak passwords, changes by third parties); or the Customer does not give requested cooperation despite a reminder setting a reasonable period. If the Customer has already accepted the work (clause 9), the result is delivered; clause 9.3 then applies to defects.
10.6 The separate refund and cancellation policy summarises this. In case of conflict these terms prevail.
11. Third-party systems and services
11.1 The functioning of Systems depends on parties we do not control (hosting, plugins, themes, payment providers, DNS, CDN, other services). We are not responsible for failures, limits, costs or changes at those parties, nor for errors that pre-existed or arise from changes not made by us.
11.2 The Customer is responsible for licences, third-party updates and third-party terms. We do not perform work that breaches a third party's terms.
11.3 Decisions of third parties (for example a host suspending an account) may be outside our influence; we reasonably help in dealing with them but are not responsible for their decisions.
12. Customer cooperation
12.1 The Customer provides correct and complete information and access in time, is reachable for questions and decides within a reasonable time. If not, lead time may extend and clause 10.5 may apply.
12.2 The Customer is responsible for the content of its Systems, the lawfulness of its data and compliance with laws applying to its site and business (for example privacy, cookie and consumer rules for its own web shop).
13. Confidentiality
13.1 Each party keeps the other's confidential information secret and uses it only for the Services. This does not apply to information that is public or must be disclosed by law, court order or a regulator.
13.2 This duty continues for 3 years after the Services end; for personal data, credentials and trade secrets without time limit.
13.3 We may name the Customer as a client only with its consent.
14. Intellectual property
14.1 The Customer keeps all rights in its Systems, data and content. We acquire no rights in them.
14.2 For code, settings or solutions we create specifically for the Customer, the Customer receives, after full payment, a non-exclusive licence, unlimited in time and place, to use and modify them for its Systems. Open-source components remain under their own licence.
14.3 Our own tools, scripts, methods, templates, know-how and general insights remain ours, even if used or improved during the Assignment. We may reuse such general knowledge, without the Customer's confidential data.
14.4 Our website, texts, logo and brand may not be copied without permission.
15. Acceptable use, sanctions and abuse
15.1 The Customer does not use the Services for illegal, deceptive or harmful purposes and does not ask us to assist in them (see clause 5.3).
15.2 In case of breach or suspicion thereof we may immediately suspend or end the Services, revoke access, and inform the Customer, payment provider and authorities to the extent permitted or required by law.
15.3 We do not provide Services where sanctions or export restrictions prohibit it. The Customer declares it is not on an applicable sanctions list.
15.4 See also our page "Disclaimer and acceptable use".
16. Liability
16.1 Our total liability for damage arising out of or in connection with an Assignment, on any legal ground (including breach of contract and tort), is limited to the amount the Customer paid us for that Assignment. For a Care Plan it is limited to the amount the Customer paid in the 3 months before the event.
16.2 To the extent permitted by law, we are not liable for indirect or consequential loss, lost profit or revenue, loss of goodwill, downtime costs, and loss of data that the Customer could reasonably have backed up itself.
16.3 The limits in this clause do not apply to intent or gross negligence, to death or personal injury, or to the extent the law does not allow limitation or exclusion.
16.4 The Customer notifies damage as soon as possible, and in any event within 30 days of discovery, in writing with a description. Late notice does not forfeit the right, but we are not liable for damage that grew because of the delay. Claims lapse 12 months after discovery, unless mandatory law prescribes a longer period.
16.5 In case of a data breach or security incident caused by us, we reasonably cooperate in recovery and notification; liability remains subject to this clause and, for personal data, the data processing agreement.
16.6 Our suppliers, employees and associates may rely on these limits.
17. Force majeure
17.1 We are not liable for failure or delay caused by an event beyond our reasonable control, such as natural disaster, war, government measure, large-scale power or internet outage, or prolonged failure of a major infrastructure supplier.
17.2 An attack on our own systems counts as force majeure only if we had taken the security measures reasonably to be expected.
17.3 If force majeure lasts more than 30 days either party may end the Assignment; amounts paid for undelivered Services are refunded.
18. Care Plans
18.1 Term. A Care Plan runs month by month and renews automatically for one month. The Customer may cancel at any time by e-mail or the contact form, effective at the end of the current paid month. There is no penalty and no refund of the current month.
18.2 Content. The plan covers only the automated items described on our website for the chosen plan (for example daily off-site backup, uptime checks, SSL and domain expiry watch, updates with rollback, security checks, monthly report). No repair hours are included. Repairs and new work are first quoted at a fixed price (Quote) and fall under clauses 3 and 4.
18.3 No response-time guarantee. Alerts are automated and may be delayed, incomplete or inaccurate. We offer no 24/7 staffing and no guaranteed response or fix time unless agreed otherwise in writing.
18.4 Backups. Backups are kept for the period of the chosen plan (14, 30 or 90 days). If a backup fails we retry and reasonably notify you. If we cannot make a backup, the Customer remains responsible for its own backups (clause 7.3).
18.5 Price changes. We announce a price change in writing at least 30 days in advance. The Customer may cancel free of charge before the effective date.
18.6 Suspension for non-payment. If the monthly payment fails, we may suspend the plan after a reminder of at least 7 days. Backups are then kept for a further 30 days and deleted, unless the Customer requests them earlier.
18.7 End. After the end we delete credentials within 7 days (clause 6.3) and backups within 30 days, unless the Customer requests them earlier.
18.8 We may change the scope of a plan or discontinue a plan with 30 days' notice where needed for technical or legal reasons. Paid but unused periods are refunded proportionately.
19. Subcontractors, suppliers and AI tools
19.1 We may use carefully selected suppliers (such as our own hosting and e-mail, backup storage, monitoring, payment providers, chat). We remain responsible for performance. A current list of processors is in the data processing agreement and on our website.
19.2 We may use AI tools (currently Anthropic Claude) to assist customer communication and the first analysis of a problem, and for drafting texts. We work as automatically as possible, within fixed rules set by people (pricing agreements, working method and security requirements). A person can step in at any time, reviews exceptions and anything outside those rules, and can overrule a result. We do not give AI tools passwords or access keys, and we do not give them personal data of the Customer's end users or trade secrets unless that is indispensable, the supplier is contractually bound (including no training on your data) and we have informed the Customer in advance. The Customer may object to AI tools being used on its Systems; this may affect lead time or price.
20. Personal data
20.1 For our own website, request and marketing data we are the controller; see the privacy policy.
20.2 Where, during an Assignment or Care Plan, we process personal data for which the Customer is the controller (for example users, orders, e-mail addresses of the Customer's end customers), we are the processor and the data processing agreement forming part of these terms applies. In case of conflict on personal data matters the data processing agreement prevails.
20.3 The Customer ensures it has a lawful basis to give us access to personal data in its Systems.
21. Complaints
21.1 Send complaints to contact@itbugsolutions.com or via the contact form. We confirm within 3 business days and give a substantive response or timeline within 14 days.
21.2 We first seek a solution through discussion before either party goes to court.
22. Governing law and forum
22.1 These terms and all Services are governed by the law of Bulgaria.
22.2 Disputes are submitted to the competent court in Sofia, Bulgaria, after an attempt at discussion (clause 21.2).
22.3 For a Customer who is nevertheless a consumer despite clause 2, this applies only to the extent that mandatory consumer protection of its country of habitual residence does not take it away.
23. Changes to these terms
23.1 We may change these terms. For running Assignments the version accepted with the Quote applies. For Care Plans we announce changes at least 30 days in advance; the Customer may then cancel free of charge before the effective date.
23.2 The version and date are shown above this document. We send earlier versions on request.
24. Final provisions
24.1 If a provision is void or unenforceable, the rest remains in force. We replace it by a valid provision that comes as close as possible to its purpose.
24.2 Language: these terms exist in Dutch, English, German and French. The language version that the Customer accepted at the request and at acceptance of the quote is binding; the other versions are for information.
24.3 The Customer may not transfer its rights under the contract without our consent. We may transfer the contract to a successor of our business, with notice to the Customer.
24.4 Notices may be given electronically, by e-mail or on the website. Our rights are not lost if we do not exercise them immediately.
25. Safety net for consumers (only if a Customer is nevertheless a consumer)
25.1 A consumer has 14 days to withdraw from the contract without giving a reason, counted from the conclusion of the contract. To withdraw, the consumer sends an unequivocal statement (for example with the model form below) to contact@itbugsolutions.com before the period ends.
25.2 Express request and acknowledgement. If the consumer wants us to start within the withdrawal period, we first ask it to expressly request immediate performance and to acknowledge that it loses the right of withdrawal once we have fully performed the service. If it withdraws after we have started but before full performance, it pays a proportionate part of the price for what has been delivered. Without this request and acknowledgement we do not start within the period.
25.3 Other mandatory consumer rights (including statutory guarantee and protection against unfair terms) remain unaffected.
Text for the request/acceptance form for a consumer (safety net):
"I expressly request that IT bugsolutions starts the service immediately, and I acknowledge that I lose my right of withdrawal once the service has been fully performed. If I withdraw after the service has started, I pay a proportionate amount for what has already been delivered."
Model withdrawal form (complete and return only if you wish to withdraw): To: PASO CLEANING EOOD (IT bugsolutions), ul. Musala 8, 5138 Polikraishte, Bulgaria, contact@itbugsolutions.com. I/We hereby give notice that I/We withdraw from my/our contract for the supply of the following service: ................ Ordered on: ................ Name: ................ Address: ................ Signature (only if on paper): ................ Date: ................