Terms of Service

1. Introductory provisions and definitions

These Terms of Service (the “Terms”) govern the relationship between the provider and its customers when services are provided through the website frame-webs.com and its subdomains (e.g. car.frame-webs.com).

Provider: Pavlo Okhmak, a sole trader (natural person doing business) registered in the Czech Trade Register, company ID (IČO) 29485941, registered office (place of business) Bezručova 4201, 430 03 Chomutov, Czech Republic, not a VAT payer, trading under the name “Frame”. Contact: info@frame-webs.com, +420 607 977 826.

Customer — a person who enters into a contract with the Provider. The Customer may be a business (acting within its business activity) or a consumer.
Website project — one-off, custom development of a website, online shop, admin panel or other software based on an individual offer.
FrameCRM — a web application (software as a service) for car service shops, detailing studios and other automotive businesses, provided on a subscription basis.
Subscription — recurring paid access to FrameCRM for a monthly or yearly billing period according to the selected plan.
Customer Data — all content and data that the Customer or its users enter into FrameCRM, including personal data of the Customer’s clients.

The Refund and Cancellation Policy and, for FrameCRM, the Subscription & Refund Terms and the Data Processing Agreement form an integral part of these Terms. The processing of personal data is described in the Privacy Policy.

The Czech version of these Terms is binding. This English text is a translation provided for information only; in the event of any discrepancy, the Czech version prevails.

2. Conclusion of the contract

Website projects. Based on an inquiry (e.g. via the contact form or by e-mail), the Provider sends the Customer an offer specifying the scope of work, price, schedule and payment terms. The price list and price calculator on the website are for information only and do not constitute an offer to conclude a contract. The contract is concluded when the Customer accepts the offer in writing (including by e-mail), or at the latest when the deposit is paid.

FrameCRM. The Customer orders a Subscription on its own using the signup form, where it chooses the plan and the billing period (monthly or yearly) and sees the price before paying. The contract is concluded once the registration is completed, consent to these Terms, the Subscription & Refund Terms and the Data Processing Agreement is confirmed (the Customer also confirms having read the Privacy Policy) and either the first payment has been successfully made or, where a free trial is offered (Article 4), the trial account has been created — no payment card is required for the trial. The paid Subscription starts with the first payment. The Provider activates the account and confirms the conclusion of the contract by e-mail to the address provided, together with a sign-in link. The documents in the version accepted by the Customer remain available on the website, where the Customer can save or print them; the Provider keeps a record of which versions the Customer accepted.

FrameCRM can be ordered by businesses and consumers alike. A Customer who is a consumer has the statutory right to withdraw from the contract without giving a reason within 14 days of its conclusion (§ 1829 of the Czech Civil Code). By confirming the order, the Customer expressly requests that the service be provided immediately, before the withdrawal period expires, and acknowledges that if they withdraw they pay a proportionate part of the price for the days on which the service was provided up to the withdrawal; the rest is refunded (§ 1834) — this corresponds to the refund of unused days that applies to every Customer within 14 days of any payment (see the Refund and Cancellation Policy). If the Subscription starts with a free trial, the withdrawal period runs from the start of the trial and a withdrawal during the trial costs nothing, because nothing has been charged.

Besides the plans paid online, the Provider may offer an Individual plan (e.g. for a larger number of branches or users) on the basis of an individual offer; its price, billing period and payment method are set out in that offer and these Terms apply otherwise.

The Customer must provide true and complete information and keep it up to date. The public FrameCRM demo is intended only for trying the service with fictitious data; real personal data must not be entered into it and its content may be deleted at any time.

3. Prices

The Provider is not a VAT payer. All prices are final and no VAT is added to them.

FrameCRM Subscription prices are stated in euros per month or per year according to the current price list on the website at the time of the order. The price of a Website project is stated in the offer. A yearly Subscription costs the price of 10 months (2 months free). The plans differ in the features and limits stated in the price list; after a move to a lower plan, the data of features not included in it is kept, but hidden until a plan that includes them is selected again.

The Provider may change Subscription prices. It will notify the Customer of the change by e-mail at least 30 days in advance; the new price applies from the first billing period starting after this notice period. If the Customer does not agree with the change, it may cancel the Subscription as described in Article 5.

4. Payment terms

FrameCRM. The Subscription is paid in advance for each billing period by payment card via the Stripe payment gateway. The Customer authorises recurring (automatic) charges at the start of each subsequent period until it cancels the Subscription. Card details are processed exclusively by Stripe; the Provider has no access to the full card number. A payment receipt is sent to the Customer electronically.

Free trial. A new Customer may receive a one-off 14-day free trial of the plan and billing period it selects at signup. No payment card is required: the account is created immediately with full access to the selected plan for 14 days. Nothing is charged during the trial and nothing is charged automatically when it ends. During the trial the Customer may change the plan or billing period free of charge. The Provider reminds the Customer by e-mail and in the application (and via Telegram, if connected) 3 days before the trial ends. To continue using the service, the Customer selects a plan and pays by payment card via Stripe — at any time during the trial or after it. If the Customer pays during the trial, the card is saved and the first period is charged when the trial ends (the trial is not shortened; only if less than 2 days of the trial remain is the first period charged at once). If the Customer pays after the trial has ended, the first period is charged at once and the paid period starts on that day. If the Customer does not pay by the end of the trial, the account is suspended: until payment, the Customer can only pay or download (export) all its data. Nothing is deleted while the account is suspended; the data of a trial account that has never been paid is permanently deleted 90 days after the end of the trial (the same rule as for a terminated Subscription), and the Customer can export it until then. The trial is offered once per Customer: an e-mail address that has already had a trial gets no further trial and the first period is paid at signup; a payment card or Stripe customer already used for another trial gets no further free period, and the first period is charged immediately on payment.

Failed payment. If a recurring payment cannot be collected, Stripe will retry it and the Customer will be notified by e-mail and in the application. The service remains fully available for 7 days from the due date (grace period). If the outstanding amount is not paid by the end of the grace period, the Provider will suspend access to the account. Customer Data is not deleted during suspension. Once the outstanding amount is paid, access is restored without undue delay.

If the account remains suspended for more than 90 days, the Provider may terminate the contract; Customer Data will then be handled in accordance with Article 12.

Website projects. Payment terms (deposit amount, milestone payments, final payment) are set out in the offer. Unless the offer states otherwise, a deposit of 50% of the price is paid before work starts and the balance after handover. Invoices are payable within 14 days of issue by bank transfer or another method stated on the invoice. In case of late payment, the Provider may charge statutory late-payment interest and suspend work until payment is made.

5. Term and cancellation of the Subscription

The Subscription is concluded for an indefinite period and renews automatically for each further billing period (month or year).

The Customer may cancel the Subscription at any time in the account settings (subscription management) or by e-mail to the Provider. Cancellation takes effect at the end of the billing period already paid; until then the Customer retains full access. A free trial does not need to be cancelled: if the Customer does not pay, nothing is charged and the account is suspended when the trial ends; if it has already paid during the trial and cancels before the trial ends, nothing is charged. Cancelling alone does not trigger a refund. Within 14 days of a payment the Customer may cancel and ask for a refund of the unused days of the paid period, pro rata; after 14 days no refund is given and the Subscription runs to the end of the paid period — see the Refund and Cancellation Policy and the Subscription & Refund Terms.

The Provider may terminate the contract with 30 days’ notice given by e-mail. In the event of a material breach of these Terms (in particular Article 7) or non-payment of an outstanding amount, the Provider may suspend access or terminate the contract with immediate effect.

7. Acceptable use of FrameCRM

The Customer and its users undertake to:

use FrameCRM in accordance with the law and these Terms;
not upload content that is unlawful, infringes third-party rights or contains malicious code;
not send unsolicited commercial communications (spam) through FrameCRM;
not attempt to compromise security, circumvent access restrictions, reverse engineer the software or place an unreasonable load on the infrastructure (e.g. by automated scraping);
not resell the service or make it available to third parties without the Provider’s consent;
protect their passwords and the sign-in and invitation links they receive (and share such links only with the person they are intended for), and report any suspected misuse of the account without delay.

The Customer is responsible for the content and lawfulness of Customer Data, in particular for having a legal basis for processing its clients’ personal data and for properly informing them about the processing.

8. Availability and support

The Provider makes reasonable efforts to keep FrameCRM available at all times, but does not guarantee any specific level of availability (SLA) unless agreed in writing. The service may be briefly unavailable due to maintenance, updates or outages of infrastructure providers; where possible, the Provider announces planned maintenance in advance.

Support is provided by e-mail and phone on working days; we reply to e-mails within 1–2 business days. On the Pro plan, we reply within 1 business day (priority support). The Provider may continuously develop FrameCRM and change or add features; however, during a paid period it will not materially restrict the core features of the service without prior notice.

9. Special provisions for Website projects

The Customer provides the necessary materials (texts, photos, logos, access credentials) in good time and is responsible for holding the necessary rights to them. Deadlines are extended by any delay of the Customer in providing cooperation.
The number of feedback rounds and the scope of revisions are set out in the offer; work beyond this scope is charged as agreed.
After handover, the Customer has 7 days to review the work. If the Customer does not notify the Provider of material defects within this period, the work is deemed accepted. Minor defects do not prevent acceptance and the Provider will remedy them without undue delay.
Third-party costs (domain, hosting, paid licences, stock photos, etc.) are not included in the price unless the offer expressly says so.
The Provider may list the completed project in its portfolio as a reference, unless the parties agree otherwise.

10. Intellectual property

FrameCRM. The software, its design and documentation are the work of the Provider. For the duration of the Subscription, the Customer receives a non-exclusive, non-transferable right to use FrameCRM. Customer Data belongs to the Customer; the Provider uses it only to provide the service.

Website projects. Upon full payment of the price, the Customer receives a licence, unlimited in time and territory, to use the custom-built website (the design, content and code created for the Customer) to the extent necessary for its operation, modification and further development. For the Provider’s generic components, libraries and tools, the Customer receives a non-exclusive licence; open-source components are governed by their own licences. No licence arises until the price has been paid in full.

11. Liability

The Provider is responsible for providing the services properly in accordance with these Terms and the law. Towards business Customers, the Provider’s total liability for damage is limited to the amount the Customer paid to the Provider in the 12 months before the damage occurred (for FrameCRM) or to the price of the Website project.

The Provider is not liable for lost profits, indirect damage, damage caused by improper use of the service, data loss caused by the Customer, or outages of third-party services and force majeure events.

The limitation of liability does not apply to damage caused intentionally or through gross negligence, to harm to a person’s natural rights, or to other cases where the law does not permit such a limitation. Towards consumers, the limitation applies only to the extent permitted by law.

We recommend that the Customer regularly exports important data.

12. Termination, data export and deletion

During the Subscription, the Customer can export its data using the application’s features; on request, the Provider will provide an export in a machine-readable format (e.g. CSV or JSON). The Customer may also ask by e-mail for its account and Customer Data to be deleted earlier; the Provider will then delete them without undue delay, except for records it must keep by law.

After the contract ends, the Provider keeps Customer Data in an inactive account for a further 90 days so that the Customer can request it or renew the Subscription. After this period, Customer Data is permanently deleted; copies in backups expire through the regular backup rotation within a further 30 days at the latest.

The Provider retains accounting and tax records of payments for the period required by law.

13. Personal data protection

The processing of personal data of Customers and website visitors is described in the Privacy Policy.

For personal data that the Customer enters into FrameCRM, the Provider acts as processor and the Customer as controller. This relationship is governed by the Data Processing Agreement, which forms part of these Terms and which the Customer accepts on registration.

14. Consumers and out-of-court dispute resolution

If the Customer is a consumer, they have rights under the Czech Civil Code, including the right to withdraw from a contract concluded at a distance (both for Website projects and for FrameCRM Subscriptions) under the conditions set out in the Refund and Cancellation Policy.

The body competent for out-of-court resolution of consumer disputes is the Czech Trade Inspection Authority (Česká obchodní inspekce, ČOI), Štěpánská 567/15, 120 00 Prague 2, www.coi.cz, adr.coi.cz. Consumers may also bring their claim before a court.

Compliance with the Provider’s obligations is supervised, within their respective competences, by the Czech Trade Inspection Authority (ČOI), the competent trade licensing office and, for personal data, the Office for Personal Data Protection (ÚOOÚ).

15. Changes to the Terms

The Provider may reasonably amend these Terms, in particular due to changes in the services, legislation or technical conditions. It will notify Customers with a Subscription by e-mail at least 30 days before the change takes effect. If the Customer does not agree with the change, it may cancel the Subscription before the effective date; continued use of the service after the change takes effect is deemed acceptance of the change.

Website projects are governed by the version of the Terms in effect on the day the contract was concluded.

16. Governing law and final provisions

Contractual relationships are governed by the laws of the Czech Republic, in particular Act No. 89/2012 Coll., the Civil Code. The application of the United Nations Convention on Contracts for the International Sale of Goods is excluded.

Disputes with business Customers are decided by the general courts of the Czech Republic with local jurisdiction according to the Provider’s registered office. This does not affect consumers’ rights to the protection afforded by the laws of their country of residence or their choice of court.

If any provision of these Terms is invalid, the validity of the remaining provisions is not affected. Communication usually takes place by e-mail.

Contact: Pavlo Okhmak, Bezručova 4201, 430 03 Chomutov, info@frame-webs.com, +420 607 977 826.