Terms of Service

Last updated: 21 October 2026

These Terms of Service (“Terms”) govern the purchase, access to and use of services offered under the Grablex brand.

Please read these Terms carefully before placing an order, creating a paid account, activating a subscription or requesting that Grablex begin work.

By validly accepting these Terms, entering into an Order, completing an applicable checkout or otherwise entering into a contract with Grablex, you agree to be bound by the contract documents applicable to your service.

Nothing in these Terms excludes or limits a right that cannot lawfully be excluded or limited, including mandatory rights available to consumers.

1. Service provider

Grablex is a trading and commercial brand operated by:

Symploka s.r.o.

Country:

Czech Republic

Company identification number (IČO):

30173833

Email:

contact@grablex.com

Telephone / SMS:

+420 734 627 827

SMS and email are the preferred contact methods. Voice-call availability may be limited.

Tax-identification and VAT information, where legally required, is stated on the relevant invoice, checkout, Legal Notice or other customer documentation applicable at the time of the transaction.

2. Grablex is not a separate legal entity

Grablex is a brand of Symploka s.r.o.

Unless an Order, contract or service-specific document expressly states otherwise, the legal contracting party providing Grablex services is Symploka s.r.o.

References in these Terms to “Grablex”, “we”, “us”, “our”, “Provider” or “Company” refer to Symploka s.r.o.

3. Scope of these Terms

These Terms may apply to services including, depending on the applicable offer or Order:

• website strategy;
• website design;
• website development;
• landing pages;
• e-commerce development;
• web applications;
• mobile applications;
• desktop applications;
• custom software;
• branding and visual identity;
• UI/UX work;
• graphic and digital design;
• technical consulting;
• integrations and APIs;
• CRM and ERP systems;
• automation;
• AI integrations and assistants;
• chatbots;
• analytics;
• SEO;
• advertising technology;
• digital marketing services;
• hosting;
• cloud services;
• server-related services;
• DNS-related services;
• domain-registration and domain-management services;
• backups;
• monitoring;
• security-related technical services;
• diagnostics and scanning tools;
• maintenance;
• support;
• SaaS and subscription services;
• and related digital or technology services.

The fact that a service category appears in these Terms does not mean that it is currently offered in every jurisdiction.

4. Contract documents and order of precedence

A Grablex contract may consist of several documents.

Unless a signed or individually negotiated agreement expressly states a different hierarchy, inconsistencies are resolved in the following order:

1. a specifically signed or individually negotiated agreement;
2. an applicable Statement of Work (“SOW”) or Order;
3. a service-specific schedule or product-specific terms;
4. a Data Processing Addendum, where applicable to data-processing obligations within its scope;
5. these Terms;
6. the Acceptable Use & Abuse Policy;
7. other incorporated policies to the extent relevant to the service.

A document with higher priority governs only the matter on which it conflicts with a lower-priority document.

Mandatory law always prevails where the parties cannot lawfully agree otherwise.

5. Definitions

For these Terms:

“Business Customer” means a person or entity entering into the contract for purposes connected with a trade, business, craft, profession or organisational activity.

“Consumer” means a natural person acting for purposes outside that person's trade, business, craft or profession, where applicable law treats that person as a consumer.

“Customer” means the person or entity contracting with Grablex.

“Deliverables” means the specific work product that an applicable Order requires Grablex to deliver.

“Order” means an accepted quotation, online order, checkout record, service order, proposal, subscription selection, SOW or another record identifying the purchased service.

“Project” means a custom or individually scoped service engagement.

“Service” or “Services” means services supplied under Grablex.

“Third-Party Service” means a product or service supplied or controlled by a party other than Symploka s.r.o.

“Customer Materials” means content, data, access credentials, instructions, logos, trademarks, photographs, video, text, files or other materials supplied by or on behalf of the Customer.

“Grablex Materials” means pre-existing or reusable software, code, modules, systems, methodologies, libraries, templates, frameworks, designs, know-how, tools and other materials owned, controlled or lawfully used by Grablex independently of a specific Customer Deliverable.

6. Business Customers and Consumers

Grablex may contract with both Business Customers and Consumers.

Some provisions of these Terms expressly apply only to Business Customers.

Where the Customer is a Consumer:

• mandatory consumer law applies;
• a provision intended only for Business Customers does not apply;
• no term excludes statutory rights relating to withdrawal, conformity, defects, remedies, jurisdiction or other mandatory protection;
• any limitation, exclusion or procedural requirement applies only to the extent legally permitted.

Where a Customer represents that an order is for business purposes, supplies business registration or billing details, or orders a service whose circumstances objectively demonstrate a business purpose, Grablex may reasonably treat the Customer as a Business Customer unless applicable law requires otherwise.

A false declaration of business status does not remove mandatory consumer rights if the law objectively classifies the Customer as a Consumer.

7. Eligibility and authority

A person entering into a paid contract must:

• be at least 18 years old or otherwise have full legal capacity to enter the contract; and
• where acting for a company or other organisation, have authority to bind that organisation.

A minor may purchase a Service only through a parent, guardian or other person lawfully authorised to act on the minor's behalf where applicable.

Grablex may request reasonable information to verify identity, business status, authority, billing information, sanctions eligibility, fraud risk or other information relevant to lawful provision of the Service.

8. Accounts and account security

Certain Services may require an account.

The Customer must provide accurate information and keep it reasonably current.

The Customer is responsible for:

• safeguarding login credentials;
• using multi-factor authentication where made available and appropriate;
• limiting access to authorised users;
• promptly reporting suspected unauthorised access;
• ensuring that account users comply with the applicable contract.

Grablex may take proportionate security measures where an account appears compromised.

The Customer must not deliberately share credentials in a manner that defeats access controls or plan limitations.

9. Quotations and proposals

Unless a quotation expressly states otherwise:

• it is valid only for the period stated in it;
• it may be withdrawn before acceptance;
• estimates are based on information available when prepared;
• work outside the quoted scope is not included;
• Third-Party Service charges are included only where expressly stated.

A quotation does not reserve production capacity indefinitely.

An Order is formed only through the contract-formation process applicable to the relevant Service.

10. Formation of the contract

Depending on the Service, a contract may be formed when:

• Grablex accepts a Customer order;
• the Customer accepts a quotation or SOW in the specified manner;
• the Customer completes a checkout that expressly results in a contract;
• Grablex confirms acceptance of an online order;
• the parties sign an agreement;
• a required payment is received where the offer expressly states that payment constitutes acceptance;
• or another legally recognised acceptance mechanism is completed.

For customised Projects, the preferred contract point is the later of:

1. acceptance of the applicable scope / Order; and
2. receipt of the required initial payment,

unless the Order states otherwise.

An automated acknowledgement that a request has been received is not necessarily acceptance of an Order.

Grablex may reject an Order before a contract is formed.

11. Consumer online orders

Where a Consumer concludes a paid contract through an online interface, the checkout will provide information required by applicable law before the Consumer becomes bound.

A paid-order control must clearly communicate that submitting the order creates an obligation to pay.

The Customer must have a reasonable opportunity to review and correct order information before final submission.

Where legally required, contractual confirmation and applicable Terms will be provided on a durable medium after conclusion of the contract.

12. Scope of custom Projects

The scope of a custom Project is defined by the applicable Order or SOW.

Only expressly included work is within scope.

Unless expressly included, a Project does not automatically include:

• unlimited pages;
• unlimited revisions;
• content writing;
• translations;
• photography;
• video production;
• paid fonts;
• premium assets;
• licences;
• third-party subscriptions;
• domain-registration fees;
• hosting;
• ongoing maintenance;
• SEO outcomes;
• advertising spend;
• migration of unrelated systems;
• integrations not listed in the scope;
• regulatory certification;
• penetration testing;
• accessibility certification;
• app-store fees;
• legal drafting;
• or post-launch support beyond the stated support period.

13. Default Project payment structure

Unless an Order states otherwise, Grablex may apply the following default commercial model.

Projects with a total price of EUR 2,000 or less

The full Project price is payable before work begins.

Projects above EUR 2,000

The default payment schedule is:

• 60% before work begins;
• 30% upon completion or approval of the principal design/development milestone identified in the Order;
• 10% before production launch, final handover or release of final Deliverables, whichever is specified in the Order.

The EUR threshold may be applied using a reasonable equivalent in the invoiced currency.

An individual Order may use a different payment schedule.

For Consumers, all payment and cancellation rules remain subject to mandatory consumer law.

14. When work begins

Unless an Order states otherwise, Grablex is not required to begin a custom Project until:

• the applicable Order or scope has been accepted;
• the required initial payment has cleared;
• required Customer information has been supplied;
• and, where a Consumer requests performance during a statutory withdrawal period, any legally necessary express request or consent has been obtained.

A projected start date may move if these requirements are completed late.

15. Reservation of production capacity

Custom development requires allocation of personnel, production time and delivery capacity.

For Business Customers, an initial Project payment may compensate Grablex not only for work already performed but also, where expressly identified in the Order, for onboarding, discovery, planning and reserved production capacity.

If a Business Customer cancels after work has started or after a specifically reserved production slot has been committed, the Customer is not automatically entitled to recover amounts that correspond to:

• work already performed;
• completed discovery or planning;
• non-cancellable Third-Party costs;
• and objectively committed production capacity that cannot reasonably be reallocated,

to the extent permitted by law and the applicable Order.

This section does not override mandatory Consumer withdrawal or refund rights.

16. Milestones

An Order may divide a Project into milestones.

A milestone may include:

• discovery;
• wireframes;
• design;
• prototype;
• frontend;
• backend;
• integration;
• staging;
• migration;
• QA;
• launch;
• handover.

Where milestone approval is required, the Customer must review the milestone within the review period stated in the Order.

If no review period is stated, the default review period for a Business Customer is 5 business days from delivery of the milestone for review.

A Business Customer that rejects a milestone must identify specific material respects in which the milestone fails to conform to the agreed scope.

Silence may be treated as operational approval for a Business Customer after the review period if the Customer was clearly told that this consequence applies.

For Consumers, silence does not waive mandatory statutory remedies or rights relating to conformity or defects.

17. Revisions

Unless an Order states otherwise, a custom Project includes up to two reasonable revision rounds for each expressly designated approval milestone.

A revision means a reasonable change within the agreed scope.

A request may be treated as additional work where it:

• adds functionality;
• adds pages, screens or content not included in scope;
• changes an approved concept materially;
• changes the business requirements;
• requires new third-party integrations;
• reverses an earlier approved decision;
• requires rework caused by inaccurate Customer instructions;
• or otherwise falls outside the Order.

Unused revision rounds have no cash value.

18. Change Requests

Grablex may require a Change Request before performing work outside scope.

A Change Request may modify:

• price;
• timeline;
• Deliverables;
• dependencies;
• milestones;
• or other Project assumptions.

Grablex is not required to perform out-of-scope work until the Change Request is accepted.

A Customer's informal request does not automatically expand the original scope without corresponding adjustment to price and timing.

19. Customer cooperation

The Customer must provide reasonably required:

• content;
• approvals;
• credentials;
• access;
• technical information;
• feedback;
• legal instructions relating to the Customer's own regulated activity;
• and other dependencies.

Grablex is not responsible for delay caused by the Customer's failure to provide required cooperation.

20. Customer delay, pause and dormant Projects

Unless an Order states otherwise:

• after 7 days without required Customer response, Grablex may issue a reminder;
• after 14 days without required Customer cooperation, Grablex may pause the Project;
• after 30 days, Grablex may classify the Project as dormant;
• after 60 days, Grablex may release the originally reserved production slot and issue a revised timeline before resuming.

For Business Customers, reasonable additional costs actually caused by remobilisation may be charged where disclosed before work resumes.

A Customer-caused pause extends affected deadlines by at least the period of delay and may require reasonable rescheduling depending on team availability.

Mandatory Consumer rights are not affected.

21. Project timelines

Unless an Order expressly identifies a date as a binding deadline, public estimates and normal Project timelines are estimates.

A binding deadline may be extended by:

• an agreed Change Request;
• Customer delay;
• delayed approvals;
• delayed provision of Customer Materials;
• delay by a Third-Party Service outside Grablex's reasonable control;
• force majeure;
• security incidents;
• legal or regulatory requirements;
• or other circumstances for which the applicable contract allows extension.

Grablex will not deliberately represent an estimate as a guaranteed deadline.

22. Delivery

Delivery occurs in the manner identified in the Order.

Depending on the Service, delivery may occur through:

• a staging URL;
• production deployment;
• an account;
• repository access;
• a downloadable file;
• cloud access;
• API credentials;
• a domain-management interface;
• email;
• or another agreed method.

Delivery of a custom Project does not necessarily include transfer of every internal development artifact.

23. Acceptance of custom work

For Business Customers, a Deliverable may be considered accepted when:

• the Customer expressly approves it;
• the Customer instructs Grablex to launch or use it in production;
• the Customer begins substantial production use without raising a material scope-conformity objection;
• or an agreed review period expires without a specific material rejection, where the Order clearly provides for deemed acceptance.

Acceptance does not excuse fraud, intentional concealment or obligations that cannot lawfully be waived.

For Consumers, operational acceptance does not remove mandatory statutory rights relating to defects or conformity.

24. Customer Materials

The Customer retains rights it lawfully holds in Customer Materials.

The Customer grants Grablex a non-exclusive licence to host, reproduce, process, adapt, transmit and otherwise use Customer Materials to the extent reasonably necessary to perform the contracted Services.

The Customer represents that it has the rights, permissions and lawful basis necessary for Grablex to use Customer Materials as instructed.

The Customer must not knowingly provide material that unlawfully infringes:

• copyright;
• trademarks;
• privacy rights;
• confidentiality;
• database rights;
• personality rights;
• contractual restrictions;
• or other third-party rights.

Grablex may refuse or suspend use of material where there is a credible legal, security or infringement concern.

25. Customer responsibility for content and instructions

The Customer is responsible for the legality and accuracy of content and business claims that the Customer supplies or specifically instructs Grablex to publish.

Unless separately contracted to perform a specific legal or compliance review, Grablex does not warrant that Customer-supplied:

• advertising claims;
• regulated-industry disclosures;
• privacy notices;
• product descriptions;
• contests;
• promotions;
• medical claims;
• financial claims;
• employment content;
• or other regulated materials

comply with all laws applicable to the Customer's business.

This does not exclude responsibility for Grablex's own unlawful conduct.

26. Artificial intelligence

Grablex may use AI-assisted tools in the ordinary provision of Services, including for:

• coding;
• debugging;
• design assistance;
• testing;
• drafting;
• classification;
• support;
• automation;
• analysis;
• translation assistance;
• and other production workflows.

Use of personal data, confidential information and Customer data with AI providers is subject to applicable privacy, data-processing and confidentiality obligations.

Grablex does not guarantee that raw AI output is error-free.

Where AI output forms part of a Deliverable, Grablex remains responsible for its contractual obligations to the extent required by the applicable contract and mandatory law.

Additional information may be provided in the Data & AI Transparency Notice, Privacy Policy and DPA.

27. Third-Party Services

A Service may rely on Third-Party Services.

Examples may include:

• cloud infrastructure;
• hosting;
• registrars and registries;
• DNS;
• CDN;
• security providers;
• payment processors;
• AI providers;
• APIs;
• analytics;
• email services;
• app stores;
• software libraries;
• licensed media;
• external platforms.

Third-Party Services may be subject to their own terms, availability, pricing, technical limits and policies.

Where a third-party contract must be accepted by the Customer or incorporated into a domain, hosting or other service, Grablex will identify it where required.

Grablex does not acquire ownership or control of a third-party platform merely by integrating it.

28. Changes by Third-Party Services

A Third-Party Service may change:

• price;
• API;
• functionality;
• technical requirements;
• terms;
• available regions;
• limits;
• policies;
• or availability.

Where such a change materially affects a contracted Service, Grablex may reasonably adapt the implementation.

If a change creates additional cost or makes the original solution materially impracticable, Grablex may propose:

• a Change Request;
• a substitute provider;
• a modified solution;
• a future renewal-price change;
• or termination of the affected dependency where permitted.

Mandatory Consumer rights remain unaffected.

29. Intellectual property — general

Nothing in these Terms transfers ownership of Grablex Materials.

Grablex retains rights in:

• reusable code;
• frameworks;
• libraries;
• templates;
• generic components;
• design systems;
• methodologies;
• internal tools;
• automation systems;
• know-how;
• pre-existing assets;
• and improvements of general application,

unless an Order expressly provides otherwise and such arrangement is legally possible.

Third-party materials remain subject to the rights and licences of their respective owners.

30. Rights in custom Deliverables

After full payment of all amounts due for the relevant Deliverable, Grablex grants the Customer the rights expressly stated in the Order.

Where the Order does not specify a different licence, the default licence for a bespoke final Deliverable is a worldwide, perpetual, non-exclusive, royalty-free licence, to the fullest extent Grablex is legally entitled to grant it, to:

• use;
• reproduce;
• display;
• operate;
• publish;
• adapt;
• modify;
• maintain;
• and commercially use

the bespoke final Deliverable for the Customer's own lawful business or personal purposes.

The licence includes the right to engage third-party developers or service providers to maintain or modify the Deliverable for the Customer.

This default licence does not transfer ownership of Grablex Materials embedded in or used to produce the Deliverable.

Where Czech copyright law or another applicable law treats an author's economic rights as non-transferable, these Terms operate as a licence rather than purporting to transfer a right that cannot legally be transferred.

31. Exclusive rights where specifically purchased

If a Customer requires exclusivity beyond the default licence, the Order must expressly identify:

• the material covered;
• the scope of exclusivity;
• territory;
• duration where relevant;
• permitted uses;
• and any additional price.

A general statement that a Project is “custom” does not by itself make all underlying components exclusive to the Customer.

32. Third-party and open-source components

Deliverables may contain third-party or open-source components.

Those components remain governed by their applicable licences.

Grablex cannot grant the Customer broader rights than Grablex itself lawfully possesses.

Where attribution, source availability, copyleft or other obligations apply, the Customer must comply with those obligations when using or distributing the relevant component.

33. Source code and repositories

Source code is delivered only where the applicable Order or package includes source-code handover.

Unless expressly included, handover does not require Grablex to disclose:

• internal Git history;
• internal issue trackers;
• internal prompts;
• internal reusable tooling;
• unrelated source repositories;
• CI/CD secrets;
• private keys;
• passwords;
• credentials belonging to Grablex;
• third-party credentials;
• or material Grablex has no right to disclose.

Where source code is included, handover may be withheld until amounts due for the applicable Deliverable are fully paid, except where mandatory law provides otherwise.

34. Credentials and secrets

Grablex will not intentionally publish secrets such as private keys or production passwords as part of source-code handover.

The Customer should rotate credentials after handover where appropriate.

The Customer must not request Grablex to disclose credentials owned by another customer or third party.

35. Portfolio use

Unless an NDA, Order or written agreement states otherwise, Grablex may identify itself as the service provider and display reasonable public examples of a publicly launched Project in its:

• portfolio;
• case studies;
• proposals;
• social media;
• award submissions;
• and promotional material.

Grablex will not knowingly disclose non-public confidential information merely for portfolio purposes.

A Customer may request a no-portfolio arrangement before contract formation or through a later written agreement.

36. Grablex credit

Where appropriate, a Project may contain a discreet Grablex credit such as “Built by Grablex”.

The Customer may request removal of the credit.

White-label Projects will not include a public Grablex credit where the applicable Order identifies the Project as white-label.

37. Payment methods

Grablex may accept payment through methods including:

• payment card;
• Stripe or another payment processor;
• bank transfer;
• invoice;
• or other methods displayed at checkout.

Availability varies by Service and jurisdiction.

Payment-provider terms may also apply to the payment transaction.

38. Invoices

The Customer must provide accurate billing information.

Invoices are payable by the due date stated on the invoice or Order.

The Customer is responsible for reviewing invoices and promptly notifying Grablex of genuine billing errors.

An invoice dispute does not justify withholding unrelated undisputed amounts.

For Consumers, this section does not restrict statutory rights.

39. Taxes

Prices and invoices will state applicable tax treatment as required by law.

The current tax-registration status of Symploka s.r.o. may change.

The Customer remains responsible for taxes, duties or reporting obligations imposed directly on the Customer by the Customer's jurisdiction, except to the extent Grablex is legally required to collect, withhold or account for them.

Nothing in these Terms constitutes individual tax advice.

40. Subscriptions

Some Services may be recurring subscriptions.

Before a Consumer becomes bound by a recurring subscription, Grablex will clearly disclose legally required information including, where applicable:

• the recurring price;
• billing interval;
• duration;
• renewal mechanism;
• minimum commitment;
• cancellation method;
• and relevant renewal conditions.

A subscription continues for the period selected in the Order.

Where automatic renewal is enabled and legally permitted, it renews according to the disclosed billing interval until cancelled in accordance with the applicable contract.

41. Automatic renewal

Automatic renewal will not be hidden.

Where a Service automatically renews:

• the recurring nature of the Service must be disclosed before purchase;
• the Customer must be able to determine when the next charge is expected;
• the Customer may disable renewal subject to any disclosed and lawful cutoff necessary to process an upstream renewal;
• legally required renewal reminders or cancellation mechanisms will be provided.

Domain-name renewal has additional rules in Sections 58–67.

42. Free trials

A free trial does not automatically become paid unless the conversion to a paid subscription was clearly disclosed and validly accepted before the Customer becomes liable for payment.

Grablex may require a payment method for a trial where the future paid conversion is clear and lawful.

A trial may be limited by time, features, users, usage or other disclosed conditions.

43. Price changes

For recurring Services, Grablex may change future prices.

Where the Customer is already subscribed:

• the change applies prospectively;
• reasonable advance notice will be provided where required;
• a Consumer will retain any mandatory right to terminate or reject a change;
• a fixed-term price will not be changed during the fixed term unless the contract lawfully allows it.

Prices for third-party-dependent services may change when upstream providers, registries, cloud providers, licences or other suppliers change their charges.

44. Failed payments

If payment fails or becomes overdue, Grablex may:

• notify the Customer;
• retry an authorised payment method where lawful;
• request another payment method;
• restrict new paid usage;
• suspend affected Services;
• or terminate for material non-payment in accordance with these Terms.

For hosting or infrastructure Services, suspension may occur after the grace period in Section 74 unless faster action is necessary for security, abuse, legal or upstream-provider reasons.

Grablex will not deliberately use suspension to deprive a Consumer of a mandatory remedy.

45. Chargebacks and payment disputes

A Customer has the right to use lawful payment-dispute procedures available through the Customer's bank or payment provider.

However, initiating a chargeback does not itself cancel a valid contractual debt.

Where a Business Customer initiates a chargeback that is fraudulent, materially misleading or inconsistent with a validly supplied Service, Grablex may:

• contest the chargeback;
• provide contractual and delivery evidence;
• suspend the affected Service;
• terminate for material payment breach;
• and pursue unpaid amounts and legally recoverable costs.

Grablex may retain records reasonably necessary to establish:

• order formation;
• acceptance of Terms;
• payment authorisation;
• delivery;
• milestones;
• communications;
• account use;
• and performance of the Service,

subject to applicable privacy and retention rules.

Nothing in this section penalises a Consumer for exercising a mandatory statutory right in good faith.

46. General cancellation rule for custom Projects

A Customer may request cancellation of a custom Project.

Cancellation does not automatically create a right to a full refund.

The financial consequences depend on:

• Customer status;
• work performed;
• the applicable Order;
• reserved capacity;
• non-cancellable Third-Party costs;
• milestone status;
• and mandatory law.

For Business Customers, after performance has begun Grablex may retain or invoice amounts corresponding to work performed, committed Project resources and non-cancellable third-party expenditure in accordance with the Order and applicable law.

If Grablex materially breaches the contract and fails to cure where a cure is legally or contractually required, the Customer retains applicable contractual remedies.

Consumer withdrawal rights are governed separately below.

47. No discretionary refund after valid delivery

Except where:

• mandatory law requires a refund;
• the applicable Order expressly grants a refund right;
• Grablex agrees otherwise in writing;
• or Grablex has materially failed to provide the contracted Service and a refund is an applicable remedy,

a Customer is not entitled to a discretionary refund merely because the Customer:

• changed its mind;
• changed its business strategy;
• no longer needs the Service;
• chose not to use a delivered Service;
• failed to provide required cooperation;
• dislikes a previously approved design preference without a contractual non-conformity;
• obtained a cheaper alternative;
• or experiences an issue caused by infrastructure outside the contracted responsibility of Grablex.

This section does not restrict mandatory Consumer withdrawal, conformity or defect rights.

48. Consumer right of withdrawal — general

A Consumer who concludes an eligible distance contract may have a statutory right to withdraw without giving a reason within the applicable withdrawal period, commonly 14 days for relevant service contracts under EU/Czech consumer law.

The existence, start and duration of the withdrawal period depend on the type of contract and applicable law.

Grablex will provide required pre-contract information concerning the right of withdrawal and, where required, a model withdrawal form.

A Consumer may exercise a withdrawal right by an unequivocal statement sent before the applicable deadline.

Nothing in these Terms shortens a mandatory withdrawal period.

49. Request to begin Services during the withdrawal period

A Consumer may want Grablex to start performing a Service before the normal withdrawal period expires.

Where applicable law requires it, Grablex will begin such performance during the withdrawal period only after receiving the Consumer's express request.

The request must be separate and sufficiently clear.

Where the Consumer validly withdraws after requesting early performance, the Consumer may be required to pay a proportionate amount for Services supplied before withdrawal, to the extent applicable law permits and all required information was provided.

50. Full performance and loss of withdrawal right for Services

Where applicable law permits the withdrawal right for a service contract to end after full performance, this occurs only if all legally required conditions are satisfied, including any required:

• express request for performance during the withdrawal period;
• prior information;
• acknowledgement by the Consumer of the legal consequence;
• and full performance of the Service.

These Terms do not deem a withdrawal right lost if the legal conditions for that result were not met.

51. Digital content and digital services

Some Grablex products may qualify as digital content or digital services under applicable consumer law.

Where special rules apply to immediate supply, withdrawal, conformity, updates, modification or remedies, those mandatory rules prevail.

Grablex will obtain any separate express consent and acknowledgement required before immediate supply where such consent affects a Consumer's withdrawal right.

No general statement in these Terms is intended to waive statutory rights in digital content or digital services.

52. Online withdrawal function

Where applicable law requires an online withdrawal function for a distance contract concluded through an online interface, Grablex will provide such a function during the applicable withdrawal period.

Where required, the function will:

• be reasonably prominent and accessible;
• allow the Consumer to identify the relevant contract;
• allow the Consumer to submit an online withdrawal statement;
• require confirmation of the withdrawal intention;
• and provide acknowledgement on a durable medium without undue delay.

The availability of an online withdrawal function is additional to other legally valid methods of exercising a withdrawal right.

53. Consumer withdrawal contact

Unless a service-specific notice identifies another lawful route, withdrawal notices may be sent to:

contact@grablex.com

Where an online withdrawal function is available for the relevant contract, the Consumer may also use that function.

54. Refunds following statutory withdrawal

Where a Consumer validly exercises a statutory withdrawal right, Grablex will make any legally required reimbursement within the period required by applicable law and using the required reimbursement method, subject to lawful deductions or proportionate-payment rules.

Third-party expenditure is not automatically non-refundable against a Consumer where mandatory law requires reimbursement.

Where the Consumer expressly requested early performance and applicable law requires payment for the proportion performed, the calculation will reflect the legally applicable basis.

55. Consumer complaints

A Consumer may submit a complaint to:

contact@grablex.com

The complaint should reasonably identify:

• the Customer;
• the applicable Order or account;
• the Service concerned;
• the alleged problem;
• and the requested remedy, where known.

Grablex will issue legally required confirmations and handle complaints within the time limits applicable to the relevant type of Service.

56. Conformity and defects — Consumers

Where Consumer law concerning digital content, digital services or other Services applies, Grablex remains responsible for conformity and defects to the extent required by mandatory law.

Grablex does not exclude in advance mandatory Consumer rights to:

• have a defect remedied;
• receive conforming performance;
• obtain a proportionate price reduction;
• terminate where statutory conditions are met;
• or exercise another statutory remedy.

Where a problem is caused exclusively by the Consumer's incompatible digital environment and Grablex properly informed the Consumer of relevant compatibility requirements, responsibility is determined according to applicable law.

57. Updates for Consumer digital products

Where mandatory law requires updates necessary to maintain conformity of digital content or a digital service, Grablex will provide or make available such updates for the legally required period, unless a lawful exception applies and the Consumer has been separately informed and has expressly accepted it where required.

The Customer remains responsible for installing updates where reasonable instructions require Customer action.

57A. Consumer-created content after withdrawal or termination

Where mandatory law governing digital content or digital services requires Grablex, after withdrawal or termination, to make available content that the Consumer provided or created while using the Service, Grablex will do so:

• without charge where required;
• within the legally required or otherwise reasonable period;
• in a commonly used and machine-readable format where required;
• and subject to the statutory exceptions applicable to content that has no utility outside the Service, relates only to the Consumer's activity within the Service, has been aggregated with other data in a way that cannot reasonably be disaggregated, or was jointly generated with others and remains available to those other persons.

Grablex may prevent further use of the terminated digital content or digital service after termination to the extent permitted by law, but will not use such technical measures to defeat a mandatory data-return right.

This section is separate from, and may operate in addition to, portability and switching rights under data-protection law or the EU Data Act.

DOMAIN REGISTRATION AND MANAGEMENT

58. Grablex acts as reseller/intermediary for domains

When Grablex offers domain-registration or domain-management Services, the underlying registration may be performed through an accredited registrar and the relevant registry.

Unless Grablex independently becomes an accredited registrar and expressly states that status, Grablex / Symploka s.r.o. acts as a reseller or intermediary and does not represent itself as ICANN-accredited.

The identity of the sponsoring registrar will be made available as required by applicable registrar, registry or ICANN rules.

59. Registrant

Unless an Order expressly and lawfully provides otherwise, the Customer or the person designated by the Customer is the registrant / registered name holder of a domain registered for that Customer.

The Customer must provide accurate registrant data.

Grablex does not acquire beneficial ownership of a Customer's domain merely because Grablex manages the registration through its reseller account.

60. Domain registration agreement

A domain registration may require the Customer to accept:

• a Grablex domain registration agreement;
• sponsoring-registrar terms;
• registry terms;
• ICANN-mandated provisions;
• dispute-resolution policies;
• TLD-specific terms;
• eligibility rules;
• data-publication rules;
• or other mandatory domain policies.

The Customer must accept applicable mandatory domain terms before registration where required.

If a TLD requires an additional registration agreement or supplement, that supplement forms part of the domain contract.

61. Domain availability

A search result showing a domain as “available” is not a guarantee that registration will succeed.

Registration is complete only after the relevant registrar/registry accepts and records the registration.

A domain may become unavailable between search and submission.

Grablex is not responsible for a domain being registered by another party before successful completion of the Customer's registration, except to the extent caused by Grablex's breach of a binding obligation.

62. Domain eligibility and accuracy

Some TLDs require:

• local presence;
• citizenship or residence;
• company details;
• identification;
• tax identifiers;
• professional status;
• eligibility evidence;
• specific nameservers;
• security configuration;
• or other conditions.

The Customer must satisfy applicable eligibility requirements and provide accurate registration information.

False, incomplete or outdated registration data may cause rejection, suspension or cancellation by a registrar or registry.

63. Registrant verification

A registrar or registry may require email, identity or contact verification.

The Customer must complete required verification promptly.

Failure to verify may result in suspension or interruption of the domain.

Grablex is not responsible for a suspension caused by the Customer's failure to complete a clearly communicated mandatory verification.

64. Domain pricing

Grablex domain prices are retail prices.

They do not have to equal:

• registry wholesale prices;
• sponsoring-registrar prices;
• or Grablex's upstream acquisition cost.

Prices may differ between:

• initial registration;
• renewal;
• transfer;
• restoration;
• redemption;
• premium domains;
• and different registration periods.

65. Domain renewal

A domain is registered for the period stated in the Order.

Where auto-renewal is enabled:

• Grablex may attempt renewal before upstream expiration deadlines;
• the Customer must maintain a valid payment method or pay the renewal invoice by the required deadline;
• the Customer may disable auto-renewal subject to a clearly disclosed cutoff necessary to process upstream renewal.

The registry's technical expiration date may differ from the last date on which Grablex can safely accept a renewal instruction.

The Customer should therefore rely on the renewal deadline displayed by Grablex for the applicable domain rather than assuming that action can be taken on the final registry expiration date.

66. Expiration, redemption and restoration

If a domain is not renewed on time:

• the website or email using the domain may stop working;
• the domain may enter expiration, grace, quarantine or redemption status;
• restoration may require an additional fee;
• restoration may be unavailable;
• and the domain may eventually become available for registration by another person.

Grablex does not guarantee recovery of an expired domain.

Any registry or registrar restoration, redemption, premium or emergency-processing charge may be passed to the Customer as part of the retail recovery price.

67. Domain transfers

A registrant may request transfer of an eligible domain subject to:

• applicable ICANN policy;
• registry policy;
• registrar policy;
• transfer locks;
• eligibility rules;
• security controls;
• dispute orders;
• legal restrictions;
• and other permitted grounds.

Grablex will not represent an ordinary commercial disagreement as a lawful basis to violate mandatory transfer rights.

Where required under applicable upstream rules, Grablex will provide or facilitate access to transfer authorisation information within the required time.

Some transfers may require payment or renewal under the applicable TLD rules.

68. Registry, registrar and ICANN actions

A registry, registrar, ICANN process, court or competent authority may:

• suspend;
• lock;
• transfer;
• cancel;
• modify;
• or impose conditions on

a domain registration.

Grablex must comply with binding decisions and applicable upstream policies.

Grablex cannot guarantee that a domain will remain unaffected by a lawful third-party decision.

69. Domain disputes

The Customer is responsible for selecting a domain name that does not unlawfully infringe third-party rights.

A domain may be subject to dispute mechanisms such as UDRP, URS, ccTLD dispute rules, court proceedings or registry-specific procedures.

Grablex may implement a binding decision concerning a domain where required.

70. Domain registration records

Grablex may retain domain-registration agreements and related records for the period required by applicable law, ICANN, registry or sponsoring-registrar obligations.

This may include retention after the domain relationship ends.

Personal-data processing and retention are further described in the Privacy Policy.

HOSTING, CLOUD, SERVERS AND DATA-PROCESSING SERVICES

71. Infrastructure model

Grablex may provide hosting, cloud or server Services using infrastructure owned or operated by third-party providers.

The Customer contracts with Grablex for the Grablex Service unless the Order states that the Customer contracts directly with the third party.

Use of third-party infrastructure does not mean that Grablex owns the underlying datacentre or network.

72. Service specifications and resources

Hosting or cloud resources are limited to the specifications of the applicable plan.

Limits may include:

• CPU;
• RAM;
• storage;
• bandwidth;
• traffic;
• databases;
• users;
• domains;
• email;
• backup retention;
• requests;
• API calls;
• geographic regions;
• or other technical resources.

The Customer must not deliberately evade plan limits.

73. No default uptime guarantee

Unless an Order or service-specific SLA expressly guarantees a specific uptime level, Grablex does not provide a contractual percentage uptime guarantee.

Statements describing infrastructure as reliable, redundant, high availability or similar are not an SLA unless expressly identified as one.

An SLA, where purchased, states the applicable measurement method, exclusions and remedy.

74. Hosting payment grace and suspension

Unless a plan states otherwise, where a hosting/server payment is overdue:

• Grablex may issue a reminder after the due date;
• after 7 calendar days of non-payment, Grablex may suspend the affected Service;
• termination may follow if payment remains outstanding.

Grablex may suspend sooner where necessary because of:

• abuse;
• malware;
• attacks;
• legal requirements;
• sanctions;
• security risk;
• resource exhaustion affecting others;
• or an upstream provider's mandatory action.

For Consumers, suspension will be applied consistently with mandatory law.

75. Data after hosting termination

Unless a service-specific contract or mandatory law requires another period, Grablex may delete hosted Customer data 30 days after final termination of the affected Service.

This default does not apply where:

• a Data Act retrieval period requires a longer or differently calculated period;
• a specific backup plan provides another period;
• legal retention is required;
• a security/legal preservation hold applies;
• or the Order expressly states a different retention period.

The Customer should export important data before termination.

76. Backups

Backups are included only where the applicable plan expressly includes them.

Where backups are included:

• the plan determines frequency and retention;
• a backup is not an absolute guarantee of successful restoration;
• backup systems may fail;
• corrupt source data may also be backed up;
• and restoration may take time.

Unless an Enterprise or managed continuity agreement expressly shifts the responsibility, the Customer should maintain an independent copy of critical data.

A Customer must not use Grablex's backup service as the sole copy of irreplaceable data.

77. Managed Services

A managed hosting or server plan may include specified administration tasks.

A managed label does not imply unlimited work.

Tasks outside the plan may require additional fees.

The division of security, patching, application administration and infrastructure responsibility must be determined by the relevant Service specification.

78. Security responsibilities

Grablex will implement security measures appropriate to the Service and its contractual/legal obligations.

The Customer remains responsible for matters allocated to the Customer, which may include:

• application credentials;
• user permissions;
• customer-created code;
• third-party plugins;
• content;
• lawful configuration;
• endpoint security;
• and timely cooperation with security instructions.

Responsibility allocation may be further stated in an Order, DPA or security schedule.

79. Vulnerabilities and emergency action

Grablex may take immediate proportionate action to protect:

• Customer systems;
• other customers;
• Grablex;
• upstream providers;
• or third parties

from a material security threat.

Emergency action may include temporary isolation, credential rotation, blocking traffic or suspension.

Where reasonably possible and lawful, Grablex will inform the affected Customer.

80. Acceptable use

The Customer must comply with the Acceptable Use & Abuse Policy.

Prohibited activity includes, subject to the detailed policy:

• malware distribution;
• phishing;
• credential theft;
• fraud;
• unlawful spam;
• botnet control;
• deliberate unauthorised access;
• attacks on third-party systems;
• unlawful surveillance;
• exploitation material involving children;
• unlawful copyright infringement;
• sanctions evasion;
• and other unlawful use.

Grablex may act against abusive use in accordance with applicable law and the contract.

81. Customer content and hosting

Where Grablex stores information supplied by a Customer, the Customer remains responsible for the Customer's content except where law provides otherwise.

Grablex may respond to legally valid notices, court orders, authority requests, registrar/registry requirements and other binding obligations.

Where the Digital Services Act or another intermediary-services law applies, applicable notice-and-action, statement-of-reasons and complaint procedures are governed by the relevant Grablex DSA notice and applicable law.

EU DATA ACT — DATA PROCESSING SERVICES

82. Data Act application

Certain cloud, hosting, SaaS or other Services may qualify as “data processing services” under Regulation (EU) 2023/2854 (EU Data Act).

Sections 82–91F apply only to the extent the relevant Service falls within the applicable Data Act provisions.

A product-specific Data Act Service Schedule may form part of the contract where product-level information is required.

The existence of these general clauses does not remove Grablex's obligation to provide product-specific information that the Data Act requires before contract conclusion.

83. Written switching terms

For a covered data-processing Service, the rights of the Customer and the obligations of Grablex concerning switching will be set out in a written contract made available before signature or conclusion in a way that allows the Customer to store and reproduce it.

The applicable Service Schedule will supplement these Terms where necessary.

84. Switching, porting and erasure options

For a covered Service, the Customer may, subject to the Data Act and the applicable Service Schedule, request to:

• switch to another provider of the same service type;
• port all exportable data and digital assets to on-premises ICT infrastructure;
• or erase exportable data and digital assets upon service termination.

The Customer may provide details of the destination provider where switching to another provider is requested.

Grablex will not impose pre-commercial, commercial, technical, contractual or organisational obstacles prohibited by the Data Act.

85. Maximum notice period

For initiation of a covered switching process, the maximum contractual notice period will not exceed two months.

A Service may provide a shorter notice period.

This rule does not prevent an ordinary subscription from offering faster cancellation.

86. Mandatory transitional period

For a covered switching process, the standard mandatory transitional period will not exceed 30 calendar days after the applicable maximum notice period.

During the applicable transitional period, Grablex will, to the extent required by the Data Act:

• provide reasonable assistance to the Customer and third parties authorised by the Customer;
• support the Customer's exit strategy relevant to the contracted Service;
• use due care to maintain business continuity and continue the contracted functions or Services;
• communicate known continuity risks;
• and maintain the required level of security during transfer and retrieval.

86A. Technical infeasibility of the 30-day transition

If completion of the switching process within the standard 30-calendar-day transitional period is technically unfeasible, Grablex may rely on the Data Act's alternative-period mechanism only where the statutory conditions are satisfied.

Where that mechanism is used, Grablex will:

• notify the Customer within 14 working days of the switching request;
• duly justify the technical infeasibility;
• identify the alternative transitional period;
• ensure that the alternative transitional period does not exceed seven months;
• and maintain Service continuity throughout that alternative period as required by law.

86B. Customer extension of the transitional period

Without prejudice to the technical-infeasibility mechanism, the contract for a covered Service gives the Customer the right, where required by Article 25(5) of the Data Act, to extend the transitional period once for a period the Customer considers more appropriate for its own purposes.

The operational procedure for requesting that extension may be described in the applicable Data Act Service Schedule.

87. Termination following switching or erasure

For a covered Service, the applicable contract will specify when the Service contract is treated as terminated and the Customer is notified of termination, including:

• upon successful completion of the switching process where applicable; or
• where the Customer elects not to switch but instead requests erasure, at the end of the applicable maximum notice period, subject to the retrieval and erasure rules required by law.

Termination under this section is distinct from a Customer's ordinary subscription cancellation right where another cancellation mechanism applies.

88. Exportable data, digital assets and internal-data exclusions

For each covered Service, the applicable Data Act Service Schedule will provide an exhaustive specification of the categories of data and digital assets that can be ported during switching, including all exportable data required by law.

Where the Data Act permits exclusion of data specific to Grablex's internal functioning because export would create a risk of breach of trade secrets, the applicable schedule will identify the excluded categories to the extent required.

Any permitted exclusion must not be used to impede or delay switching unlawfully.

88A. Switching procedures, formats and online register

For each covered Service, Grablex will provide the Customer with information required by Article 26 of the Data Act concerning:

• available switching and porting procedures;
• available methods;
• available formats;
• known restrictions;
• known technical limitations;
• relevant data structures;
• relevant data formats;
• applicable standards;
• and applicable open interoperability specifications.

Where required, Grablex will maintain an up-to-date online register containing the details required by the Data Act and will provide the Customer with a reference to that register.

A covered Service must not be launched on the assumption that generic Terms alone satisfy this product-specific information obligation.

89. Retrieval period and erasure

For a covered Service, after the applicable transitional period the Customer will have a data-retrieval period of at least 30 calendar days, unless a later alternative period is agreed or required.

After expiry of the applicable retrieval period, or a later agreed period, and after successful completion of the relevant switching process where required, Grablex will erase exportable data and digital assets generated directly by or relating directly to the Customer to the extent required by the Data Act, subject to lawful retention obligations and other legally permitted exceptions.

90. Switching charges

Until 12 January 2027, any switching charge imposed for a covered Data Act switching process will not exceed the costs directly linked to that switching process, to the extent the Data Act permits such a charge.

From 12 January 2027, Grablex will not impose a switching charge for the switching process where Article 29 of the EU Data Act prohibits such charges.

Before contract conclusion, where applicable, the Customer will be clearly informed of:

• standard Service fees;
• any lawful early-termination penalties;
• any reduced switching charge that may still apply before 12 January 2027;
• and, where relevant, Services involving highly complex or costly switching or for which switching is impossible without significant interference in data, digital assets or Service architecture.

Separate optional professional services requested by the Customer may be charged only where they are genuinely separate from a legally required switching process and the charge does not circumvent the Data Act.

90A. International governmental access transparency

For a covered data-processing Service, Grablex will make available and keep up to date the information required by Article 28 of the Data Act, including:

• the jurisdiction to which the ICT infrastructure deployed for processing of the individual Service is subject; and
• a general description of the technical, organisational and contractual measures adopted to prevent international governmental access to or transfer of non-personal data held in the Union where such access or transfer would conflict with Union law or applicable Member State law.

The website or webpages containing that information must be identified in the contract for the covered data-processing Service as required by the Data Act.

Until the applicable transparency page and Service Schedule exist, Grablex must not treat these generic Terms as sufficient Article 28 compliance for a production covered Service.

90B. International access to non-personal data

Where Article 32 of the Data Act applies, Grablex will take adequate technical, organisational and legal measures, including contractual measures, to prevent unlawful third-country governmental access to or transfer of non-personal data held in the Union where such access or transfer would conflict with Union or applicable Member State law.

Any response to a legally binding third-country request remains subject to the requirements and safeguards of applicable law.

90C. Technical switching and interoperability

For covered Services, Grablex will comply with applicable technical switching duties under Article 30 of the Data Act.

Depending on the Service type and the then-applicable legal requirements, this may include:

• reasonable measures to facilitate functional equivalence for infrastructure-level Services;
• adequate information, documentation, technical support and appropriate tools;
• making open interfaces available where required;
• maintaining the online register required for applicable formats and standards;
• complying with applicable common specifications or harmonised interoperability standards after the relevant legal implementation period;
• and, where no applicable common specification or harmonised standard has been published, exporting exportable data on request in a structured, commonly used and machine-readable format where required.

The Data Act does not require Grablex to develop wholly new technologies or Services solely for switching, disclose protected intellectual property or trade secrets contrary to the Regulation, or compromise security and integrity.

91. Data Act product schedules

Before activating a covered data-processing product, Grablex will provide a product-specific Data Act Service Schedule or equivalent contractual material containing the information required for that Service.

Depending on applicability, this includes:

1. switching and porting procedures;
2. maximum notice period;
3. standard transitional period;
4. any technically justified alternative transition procedure;
5. the Customer's one-time transition-extension right where applicable;
6. categories of exportable data and digital assets;
7. permitted internal-functioning exclusions;
8. retrieval period;
9. erasure procedure;
10. then-applicable switching charges;
11. standard Service fees and applicable early-termination penalties;
12. available methods and formats;
13. technical restrictions and limitations;
14. the up-to-date online register required by Article 26;
15. applicable interfaces, standards and interoperability information;
16. relevant exit-assistance procedures;
17. the URL of the Article 28 international-access transparency information;
18. and other information required by the Data Act for the Service.

91A. Custom-built and non-production Data Act Services

The Data Act contains a specific regime for certain data-processing Services that are predominantly custom-built for an individual Customer and are not offered at broad commercial scale, and for limited-period non-production testing/evaluation Services.

Where an Article 31 exception or modified obligation applies, Grablex will inform the prospective Customer before contract conclusion which Chapter VI obligations do not apply.

Grablex will not use a “custom” or “beta” label merely to avoid Data Act obligations where the statutory conditions are not actually met.

91B. Data Act and other mandatory rights

The Data Act switching framework operates alongside other applicable rights, including data-protection portability rights and mandatory Consumer rights.

Where another applicable law grants the Customer a stronger or separate right, these Terms do not remove it.

SERVICE OPERATION, SUPPORT AND SUSPENSION

92. Support channels

Unless a plan states otherwise, the official general support channel is:

contact@grablex.com

SMS may also be sent to:

+420 734 627 827

Future Services may provide dashboard tickets or other support channels.

A chat widget or social-media message is not automatically a formal contractual-notice channel unless Grablex expressly designates it as such.

93. Support response times

No guaranteed support response time applies unless a plan, Order or SLA expressly specifies one.

Grablex will use reasonable efforts to address ordinary support requests according to priority and available support resources.

Emergency, Enterprise or SLA support may have separately defined targets.

94. Maintenance

Grablex may perform maintenance.

Where reasonably practicable, planned maintenance likely to cause material interruption will be communicated in advance for Services where such notice is relevant.

Emergency maintenance may occur without advance notice where necessary for security or service integrity.

95. Suspension

Grablex may proportionately suspend all or part of a Service where reasonably necessary because of:

• material non-payment;
• security risk;
• account compromise;
• unlawful use;
• abuse;
• material violation of the Acceptable Use Policy;
• sanctions;
• fraud;
• a binding legal order;
• a registrar, registry or upstream-provider requirement;
• or another material contractual breach.

Where practical and lawful, Grablex will provide notice and an opportunity to cure before suspension for a remediable breach.

Immediate suspension may occur where delay would create material legal, security or abuse risk.

96. No abusive self-help

Grablex will not intentionally use suspension merely to seize Customer property, appropriate a Customer domain, or defeat mandatory consumer rights.

Suspension must have a contractual or lawful basis.

97. Modification of SaaS and continuously supplied digital Services

Grablex may improve or modify continuously supplied digital Services.

Where mandatory Consumer law regulates modifications to digital content or digital services, Grablex will comply with applicable requirements concerning:

• valid reason;
• no additional cost where required;
• clear information;
• advance notice on a durable medium where required;
• and any Consumer right to terminate after a materially adverse modification.

98. Beta and experimental features

A Service or feature expressly labelled Beta, Preview, Experimental or similar may:

• change;
• be incomplete;
• contain errors;
• have lower availability;
• or be discontinued.

Any reduced warranty or support condition for a Beta feature applies only to the extent lawful and clearly disclosed.

Mandatory Consumer rights cannot be removed merely by adding a Beta label.

PRIVACY, CONFIDENTIALITY AND DATA

99. Privacy

Grablex processes personal data as described in its Privacy Policy and applicable service-specific notices.

The Privacy Policy will address matters including:

• account and contact data;
• billing data;
• technical logs;
• fraud-prevention records;
• support communications;
• analytics;
• subprocessors;
• international transfers;
• retention;
• and data-subject rights.

100. Data Processing Addendum

Where Grablex processes personal data on behalf of a Customer as a processor within the meaning of applicable data-protection law, the parties may be subject to a Data Processing Addendum (“DPA”).

The DPA governs processor-specific obligations within its scope and does not convert all Grablex processing into processor activity.

101. Confidential information

“Confidential Information” means non-public information that a reasonable person would understand to be confidential from its nature or the circumstances of disclosure.

For Business Customers, each party will:

• use the other party's Confidential Information only as necessary for the contractual relationship;
• take reasonable measures to protect it;
• disclose it only to personnel, contractors or providers who reasonably need it and are subject to appropriate obligations;
• and not disclose it publicly without authority.

Confidential Information does not include information that the receiving party can demonstrate:

• was lawfully public without breach;
• was already lawfully known without confidentiality restriction;
• was independently developed without use of the confidential information;
• or was lawfully received from a third party without confidentiality restriction.

102. Required disclosure

A party may disclose Confidential Information where legally required.

Where legally permitted and reasonably practicable, the disclosing party will be notified so it can seek appropriate protection.

WARRANTIES, DISCLAIMERS AND LIABILITY

103. Professional performance

Grablex will perform contracted Services with the level of care required by the applicable contract and law.

Specific performance criteria are determined by the Order.

No clause in these Terms authorises Grablex to intentionally provide materially non-conforming work and simply keep the Customer's money.

104. No guarantee of business outcome

Unless an Order expressly guarantees a measurable outcome, Grablex does not guarantee:

• search-engine ranking;
• advertising profit;
• sales volume;
• number of leads;
• conversion rate;
• fundraising;
• app-store acceptance;
• uninterrupted third-party APIs;
• cybersecurity immunity;
• absence of every vulnerability;
• or commercial success.

Technical and marketing Services can improve conditions but cannot eliminate external market or platform risk.

105. Security disclaimer

No internet-connected system is absolutely secure.

A security, monitoring, scanning or cybersecurity-related Service reduces or assesses risk only within its stated scope.

Unless expressly included, a scan is not a guarantee that every vulnerability, malware instance or future attack will be discovered or prevented.

106. Customer environment

Grablex is not responsible for a defect caused solely by Customer-controlled hardware, software, network, code or configuration that is incompatible with requirements properly disclosed before contract formation, to the extent permitted by applicable law.

For Consumers, statutory rules governing proof and digital-environment incompatibility remain applicable.

107. B2B limitation of liability

This Section 107 applies only to Business Customers.

To the maximum extent permitted by law, Grablex's aggregate contractual and non-contractual liability arising from an affected Service is limited to:

• for a one-off Project: the fees actually paid or payable to Grablex for the affected Project; or
• for a recurring Service: the fees actually paid to Grablex for the affected Service during the 12 months immediately preceding the event giving rise to the claim,

whichever category applies.

This limitation does not apply where liability cannot lawfully be limited. In particular, under Czech law no advance limitation in these Terms is intended to exclude or limit liability for harm to a person's natural rights, harm caused intentionally or through gross negligence, or a weaker party's right to compensation where § 2898 of the Czech Civil Code or another mandatory rule prevents such limitation.

108. B2B excluded categories of loss

This Section 108 applies only to Business Customers.

To the maximum extent permitted by law, Grablex is not liable for indirect or consequential loss, or for:

• lost profit;
• lost revenue;
• lost business opportunity;
• loss of anticipated savings;
• reputational loss;
• or business interruption,

to the extent such loss is legally excludable and was not expressly assumed in an applicable Order or SLA.

This section does not apply to loss for which an advance exclusion or limitation is prohibited by § 2898 of the Czech Civil Code or another mandatory rule, including the non-excludable categories described in Section 107.

109. Consumer liability

Sections 107 and 108 are not intended to deprive Consumers of mandatory statutory rights.

For Consumers, liability exclusions and limitations apply only to the extent permitted by mandatory applicable law.

Any provision that would create an unfair significant imbalance to the detriment of a Consumer is not intended to have that effect.

110. Customer-caused losses

Grablex is not responsible for loss to the extent caused by:

• Customer breach;
• unlawful Customer instructions;
• inaccurate Customer Materials;
• Customer failure to install a required update;
• Customer failure to secure credentials;
• or Customer modification after handover,

except to the extent Grablex contributed to the loss or mandatory law provides otherwise.

111. B2B indemnity for Customer Materials and unlawful use

This Section 111 applies only to Business Customers.

To the extent permitted by law, the Business Customer will indemnify Grablex against third-party claims, damages and reasonable external costs arising directly from:

• Customer Materials that unlawfully infringe third-party rights;
• Customer's unlawful use of the Service;
• or Customer instructions that Grablex implemented in reasonable reliance on the Customer's representation that the instructions were lawful,

except to the extent the claim was caused by Grablex's own breach, negligence, wilful conduct or unauthorised modification.

112. Duty to mitigate

Each party should take reasonable steps to reduce avoidable loss arising from a breach.

This section does not impose an obligation on a Consumer beyond what applicable law permits.

TERMINATION

113. Termination by the Customer

A Customer may terminate:

• a subscription using the applicable cancellation method;
• a custom Project by written cancellation request, subject to the financial consequences in the Order and these Terms;
• or another Service in accordance with its applicable contract.

Statutory withdrawal and termination rights remain separate.

114. Termination by Grablex

Grablex may terminate a contract where:

• the Customer materially breaches it and fails to cure within a reasonable cure period where cure is appropriate;
• payment remains materially overdue;
• the Service is used unlawfully;
• the Customer engages in material abuse or fraud;
• sanctions or law prohibit continued supply;
• a required upstream service is permanently unavailable and no reasonable substitute is available;
• or another expressly stated termination ground applies.

Where immediate termination is not reasonably necessary, Grablex will provide appropriate notice.

Mandatory Consumer rights are unaffected.

115. Insolvency and serious risk — Business Customers

For a Business Customer, Grablex may suspend new work or exercise lawful termination rights if the Customer becomes insolvent, enters liquidation, ceases business, or there is an objectively serious risk that due amounts will not be paid, subject to mandatory insolvency law.

116. Effect of termination

On termination:

• amounts validly due become payable according to the contract;
• access may cease;
• recurring charges stop according to the applicable billing cycle and lawful termination rules;
• data may enter a retrieval or deletion period;
• licences conditioned on full payment remain conditioned on payment;
• confidentiality and other provisions intended to survive remain effective.

Termination does not retrospectively cancel rights or obligations accrued before termination.

117. Export before termination

The Customer should export Customer-controlled data before the Service ends.

Where the EU Data Act or another law grants specific portability or retrieval rights, those rules apply in addition to this section.

COMPLIANCE, SANCTIONS AND PROHIBITED MARKETS

118. Sanctions and export controls

Symploka s.r.o. is established in the Czech Republic and European Union.

Grablex will not knowingly provide a Service where doing so would violate applicable:

• EU sanctions;
• Czech sanctions obligations;
• export controls;
• asset freezes;
• or other binding restrictions.

Grablex may perform proportionate screening where appropriate.

119. Restricted jurisdictions and persons

Grablex may restrict:

• registration;
• payment;
• purchase;
• activation;
• or continued access

where a country, person, entity, transaction or use presents a legal sanctions or export-control restriction.

Availability of a website translation does not mean that every translated-language jurisdiction is an approved commercial market.

120. Fraud and identity risk

Grablex may request additional verification or reject a transaction presenting material fraud risk.

Grablex may use fraud-prevention tools, payment-provider risk signals and reasonable transaction records subject to applicable data-protection law.

GOVERNING LAW, DISPUTES AND COMMUNICATIONS

121. Governing law — Business Customers

For Business Customers, the contract is governed by the laws of the Czech Republic, excluding conflict-of-law rules to the extent the parties may validly make that choice.

The UN Convention on Contracts for the International Sale of Goods does not apply to Services unless an Order expressly states otherwise.

122. Governing law — Consumers

The parties choose Czech law to the extent a choice is legally permitted.

However, where EU conflict-of-law rules or another mandatory legal regime protects a Consumer in the Consumer's habitual-residence country, the choice of Czech law does not deprive the Consumer of mandatory protection that cannot lawfully be waived.

123. Courts — Business Customers

To the extent legally permitted, disputes with Business Customers are subject to the competent courts of the Czech Republic.

The parties may agree to another forum in an individually negotiated agreement.

124. Courts — Consumers

Nothing in these Terms requires a Consumer to litigate only in the Czech Republic where applicable mandatory jurisdiction rules permit the Consumer to bring proceedings in the courts of the Consumer's domicile or otherwise restrict jurisdiction clauses.

Grablex will not rely on a forum-selection clause that is invalid against a Consumer.

125. Consumer ADR

If a dispute between Grablex and a Consumer arising from a contract for goods or services cannot be resolved directly, the Consumer may, where eligible, submit the dispute to the competent alternative dispute resolution entity.

For ordinary consumer disputes within its competence, the competent Czech ADR entity is generally:

Czech Trade Inspection Authority Česká obchodní inspekce (ČOI) Central Inspectorate — ADR Department Gorazdova 1969/24 120 00 Prague 2 Czech Republic

Email:

adr@coi.gov.cz

Website:

https://coi.gov.cz/informace-o-adr/

A different ADR authority may apply to a specially regulated sector.

126. Former EU ODR platform

The former European Union Online Dispute Resolution platform has been discontinued.

Grablex does not rely on or direct Consumers to the obsolete EU ODR platform.

The discontinuation of that platform does not remove applicable national ADR rights.

127. Notices

Legal notices to Grablex may be sent to:

contact@grablex.com

or to the registered office of Symploka s.r.o.

Grablex may send notices to the email address associated with the Customer account or Order.

The Customer is responsible for maintaining a working email address.

Where applicable law requires a durable medium, Grablex will use a method satisfying that requirement.

128. Electronic records

The parties agree that electronic records may be used to evidence the contract to the extent permitted by law.

Grablex may retain records including:

• Terms version;
• Order version;
• timestamp;
• acceptance event;
• payment status;
• milestone approvals;
• delivery events;
• support communications;
• and account-use records,

subject to the Privacy Policy and applicable law.

Electronic evidence does not prevent either party from proving the actual facts by other legally admissible evidence.

129. Language

The English version is maintained as Grablex's master drafting version.

Translations may be provided.

Where mandatory law requires Consumer information or contractual documentation in another language, Grablex will provide the legally required information accordingly.

A master-language clause does not override mandatory Consumer rights.

130. Changes to these Terms

Grablex may update these Terms prospectively for reasons including:

• legal change;
• new products;
• security;
• operational improvements;
• third-party requirements;
• clarification;
• or correction.

A change does not retrospectively alter a completed one-off contract unless the parties lawfully agree otherwise.

For an ongoing subscription, material changes will be communicated as required by law and the contract.

Where a Consumer has a mandatory right to reject or terminate because of a change, that right is preserved.

131. Assignment and subcontracting

Grablex may use employees, contractors and subprocessors to perform Services.

Grablex remains responsible for its contractual obligations to the extent required by law and the applicable contract.

For Business Customers, Grablex may assign the contract as part of a genuine merger, reorganisation, sale of business or transfer of the relevant service business, provided the assignment does not unlawfully reduce the Customer's rights.

Consumer assignment rules remain subject to mandatory law.

132. No partnership or employment

The contract does not create:

• a partnership;
• joint venture;
• employment relationship;
• fiduciary relationship;
• or agency,

except where an Order expressly creates a limited agency for a defined purpose, such as authorised domain administration.

133. No waiver

Failure to enforce a provision immediately does not automatically waive it.

A waiver is effective only to the extent validly given.

134. Severability

If a provision is invalid or unenforceable, the remaining provisions continue to apply to the extent legally possible.

For Consumers, an invalid unfair term is not replaced with a more burdensome term merely to recreate the same prohibited result.

135. Entire agreement

The applicable contract documents constitute the agreement concerning the relevant Service and supersede prior inconsistent representations about that Service.

This does not exclude liability for fraud or for pre-contract information that mandatory Consumer law makes binding.

136. Survival

Provisions that by their nature should survive termination remain effective, including as applicable:

• payment obligations accrued before termination;
• intellectual-property provisions;
• confidentiality;
• lawful record retention;
• liability rules;
• dispute provisions;
• and domain/data obligations that continue after termination.

137. Contact

Questions about these Terms may be sent to:

Grablex / Symploka s.r.o.

Email: contact@grablex.com Telephone / SMS: +420 734 627 827

Country:

Czech Republic

APPENDIX A — CONSUMER WITHDRAWAL INFORMATION

This Appendix applies only where the Customer is a Consumer and applicable law grants a statutory right of withdrawal.

A1. Withdrawal period

For an eligible distance service contract, the withdrawal period is generally 14 days from conclusion of the contract under the EU/Czech framework, subject to applicable exceptions and special rules.

A2. Exercising withdrawal

To exercise the right of withdrawal, the Consumer must inform Grablex of the decision to withdraw by an unequivocal statement before the applicable period expires.

The Consumer may use the model form below, but use of the form is not mandatory.

Where a legally required online withdrawal function is available, the Consumer may also use that function.

A3. Beginning performance early

If the Consumer wants Grablex to begin supplying an eligible Service during the withdrawal period, Grablex may request a separate express instruction.

Where applicable law provides that a Consumer withdrawing after such a request must pay proportionately for performance already supplied, Grablex may charge that lawful proportion.

A4. Full performance

Where applicable law provides that the withdrawal right ends after a Service is fully performed, that consequence applies only where the legally required conditions were satisfied.

A5. Refund

Where withdrawal is valid, required reimbursements will be made without undue delay and within the statutory period.

APPENDIX B — MODEL WITHDRAWAL FORM

Complete and return this form only if you wish to withdraw from a contract and you have a statutory right to do so.

To: Symploka s.r.o. / Grablex Czech Republic Email: contact@grablex.com

I/We hereby give notice that I/We withdraw from my/our contract for the following Service:

Service / Order: ____________________________________

Order date / contract date: ____________________________________

Customer name: ____________________________________

Customer address: ____________________________________

Customer email: ____________________________________

Order / account identifier, if available: ____________________________________

Date: ____________________________________

Signature (only if this form is submitted on paper):

____________________________________

APPENDIX C — DEFAULT B2B PROJECT COMMERCIAL MODEL

Unless an Order states otherwise:

Price up to EUR 2,000 equivalent

100% due before commencement.

Price above EUR 2,000 equivalent

60% before commencement. 30% at principal milestone. 10% before production launch or final handover.

Included revisions

Two reasonable rounds per expressly designated approval milestone.

Customer inactivity

7 days — reminder may be sent. 14 days — Project may be paused. 30 days — Project may be marked dormant. 60 days — original production slot may be released and timeline rescheduled.

Source code

Only if included in the Order.

SLA

None unless expressly purchased.

Portfolio

Permitted after public launch unless NDA / no-portfolio agreement applies.

This Appendix is a default only. An Order may replace any of these commercial terms.

APPENDIX D — DATA ACT PRODUCT SCHEDULE REQUIREMENT

For every Grablex product that qualifies as an EU Data Act “data processing service”, the product contract must identify, where legally required:

1. all categories of exportable data;
2. relevant digital assets;
3. internal-functioning data categories excluded from export, if any;
4. available export structures and formats;
5. standards or interoperability specifications;
6. known technical restrictions;
7. switching procedure;
8. maximum notice period;
9. transitional period;
10. retrieval period;
11. erasure mechanism;
12. then-applicable switching charges;
13. relevant online register or technical documentation;
14. service-specific exit-assistance procedures.

The applicable product schedule forms part of these Terms once supplied to the Customer.

Effective / review date: 21 October 2026