Terms of service.

1. Who we are, and who these terms are for

We are [company name, S.r.l.], trading as Keykem, [registered office], VAT number [VAT number]. "You" means the business that accepts a quote from us.

We work only with businesses and professionals: hotels and riads, restaurants and cafés, clinics and doctors, salons and spas, and event venues. You must be ordering for your business, and give us its registration or VAT number. We do not sell to consumers, so consumer rules such as the 14-day right to withdraw do not apply.

The person who accepts a quote confirms that they have the authority to commit the business.

2. The documents that make up our agreement

1. Your written quote and its recap: what we make, your plan, prices, timeline and any exception we agreed.
2. Our processor agreement, which covers the personal data we handle for you.
3. These terms.

If two of these conflict, the quote comes before these terms. On personal data, the processor agreement comes before both.

Nothing else binds either of us unless we both agree to it in writing. An agreement recorded in the client space counts as writing.

3. What we offer

We are a done-for-you studio. In one project, we make:

• your brand: logo, colours, typefaces and the guide to using them;
• your printed pieces, such as menus, cards, signs, flyers and key cards, depending on your trade;
• your website, in the languages you choose;
• booking and request forms that come straight to you;
• your Google presence: your Business Profile, the map and search, set up properly.

After launch, we host and run the site for you under a monthly plan.

Three plans

Your quote sets out exactly what your plan includes for your trade, and its prices.

Our quality promises

• Everything we build meets the WCAG 2.2 level AA accessibility standard at launch and after every change we make. We fix anything that blocks a visitor within 5 working days. Content you add yourself, and third-party services, are outside this promise.
• Your site is kept fast, secure and backed up every day.
• Nothing goes live without being shown to you first.

What we do not promise

We do not promise a position on Google, or a number of visits, bookings, reviews or sales. Those depend on things no one controls, and we do not claim otherwise.

4. How an order is made

1. Start today. You tell us about your business, in about a minute. This is free and commits you to nothing.
2. A call. We call or message you within one working day. Together we settle the plan, the scope and the launch date.
3. A written quote. We put it in your client space, with a recap of everything: what we make, the build price, the monthly plan, the minimum term, the payment schedule and the timeline. It is valid for [quote validity: 30 days — to confirm].
4. Acceptance. You read the quote and these terms; you can download and save both. To accept, you tick to accept them and the processor agreement, and tick a second time to approve the clauses listed in section 21. You confirm that you can commit the business, then press Accept. The contract is made when your acceptance reaches us. We email you at once to confirm it, with a PDF of everything you accepted.
5. Payment. You pay the build price as set out in section 5. Work starts on the day your payment is confirmed.

Before you accept, check every line of the recap. If anything is wrong, tell us and we will send a corrected quote. The version you accepted stays in your client space, where you can download it at any time.

If the build price is not paid within [payment deadline: 7 days — to confirm] of your acceptance, we may release your start date and offer you a new one.

Our quotes and these terms are available in English and French. The language in which you accept is the one that counts.

You accept in the client space, after signing in with a code sent to your email. That acceptance is your electronic signature. We both agree that our records of it (the document version, the time, your account and device details) are evidence of our agreement.

5. Price and payment

The build

• The build price is fixed for the scope in your quote. It does not change along the way.
• By default, you pay it in full before work starts.
• For a small project, we may agree to split the payment, as an exception written into your quote: half to start, and the balance before launch. In that case, the site goes live once the balance is paid.
• If you ask for something outside the scope, we quote it before we do it, never after.

The monthly plan

• The monthly plan starts on the day your site goes live (section 9).
• The first month is charged pro rata, from the go-live day to the end of that month. If you go live on 20 June, you pay for 11 days of June.
• After that, the plan is charged automatically, in advance, on the 1st of each month.
• The monthly price is fixed for the minimum term (section 12).

How you pay

• Prices are in euros and exclude VAT. We invoice in euros.
• We add VAT where the law requires it. For a VAT-registered business in another EU country, the reverse charge usually applies, which means you account for the VAT yourself. Your quote shows which treatment applies to you.
• You pay through Stripe, by card, SEPA bank transfer or SEPA Direct Debit. [payment methods — to confirm when the Stripe account is opened] We never see your full card number.
• Your invoices are in your client space.
• Bank and currency conversion fees on your side are yours to pay, so that we receive the amount invoiced.
• If the law of your country requires you to withhold tax from our invoice, you add that amount, so that we receive the full invoice, and you send us the certificate of payment. [withholding-tax clause — to confirm by the accountant]

Late payment

Invoices are due on the date shown on them. Late amounts carry interest at the rate set by Italian Legislative Decree 231/2002 on late payment between businesses, plus the €40 fixed recovery fee that law provides. [to confirm by counsel] Section 11 explains what else happens when a payment is late.

6. Timeline, and what you provide

Your quote gives your launch date. Essential goes live in 14 days; Signature and Full brand in 21 days.

The clock starts on the day we have both your payment and everything your client space marks as needed to start. It pauses while we wait for you, and your client space shows the new date.

If we miss the date through our own fault, [late-delivery remedy — to decide].

What you provide

• Accurate information about your business: name, address, opening hours, prices, services, rooms and menus.
• Any logo, photographs and texts you want us to use, with the right to use them (section 14).
• Access to what we need, by invitation: your domain, your Google Business Profile, your social accounts. We never ask for your passwords.
• One person who can make decisions and give approvals for the business.
• Replies within [reply time during the build: 2 working days — to confirm].
• If your plan includes a photo session, access to your premises on the agreed date. If you cancel less than [48 hours — to confirm] before, we may charge you the photographer's cost. If bad weather spoils an outdoor shoot, we rebook it at no cost.

If a project waits for you for more than [on-hold period: 60 days — to confirm], we may move it to our next free slot. What you have paid stays credited to your project for [credit period: 12 months — to confirm].

7. Rounds of changes

• We show you the full design before anything goes live.
• Two rounds of changes are included. A round is one list of changes, sent together through the client space.
• We make every change on that list that stays within the agreed scope.
• We quote any further round before starting it. The same applies to anything beyond the scope, such as a new page, a new feature or a new language. Nothing is added to your bill without your written OK.

We record every approval you give in the client space, with the exact version you approved.

8. Printed pieces

• Before printing, we send you a proof, and print only once you approve it.
• Check the proof carefully. A mistake in a proof you approved is not a print defect.
• Colours can differ slightly between a screen and paper, and between two print runs. This is normal, and not a defect.
• We deliver to the address in your quote. Check the pieces when they arrive, and tell us about any defect within 8 days of finding it. We reprint defective pieces at our cost.
• Later reprints are at cost on Signature and Full brand. On Essential, we quote them.

9. Launch

Go-live is the moment your website is first published at its public address and anyone can open it. We record the date and time and show it in your client space. Your monthly plan and your minimum term start on that date, except in the case of a held launch described below.

Acceptance window

• When your site is ready, we ask you to approve it in the client space.
• You then have [acceptance window: 5 working days — to confirm] to approve it, or to send your remaining changes as one list.
• The site counts as accepted, and we launch it, if you do not reply within that time, or if only small corrections remain (a typo, a photo to swap, a price). We make those corrections after launch, without using your change allowance.
• If you accept the site but ask us to hold the launch, for example until you open, the monthly plan starts on the launch day or [30 days — to confirm] after your acceptance, whichever comes first.

Printed pieces and other deliverables are accepted on delivery, subject to section 8.

10. The monthly plan and your change allowance

The monthly plan keeps your site fast, safe and current. It includes:

• hosting on our servers in the EU;
• security updates, monitoring and daily backups;
• fixing anything that stops working because of us, at any time, outside your allowance;
• a monthly report showing what came in, what we did and what comes next;
• your change allowance, and new pages and reprints as your plan provides.

Your change allowance

A small change updates something that already exists: opening hours, a holiday closure, a price, a dish, a room, a photo, a paragraph or a team member. A new page, a new feature, a new language or a redesign is not a small change.

• You ask for changes in the client space. We tell you when each one will be live, and show it once it is done. [target turnaround — to confirm]
• If we are unsure whether something is a small change, we tell you before we do it, never after.
• Changes and pages you don't use do not carry over to the next month or quarter. [to confirm]
• On Full brand, "unlimited" means we don't count your small changes. Each one must still be a small change, and we handle them in the order they arrive.
• You can move up to a higher plan at any time, from the next 1st. You can move down to a lower plan once your minimum term has ended.

Availability

We aim to keep your site available [uptime target, e.g. 99.9% of each month — to confirm], apart from maintenance we announce in advance.

11. Unpaid invoices

Monthly payments are taken automatically. If one fails, this is what happens. Your site stays online until day 60.

Getting back online

Once everything due has been paid, we put your site back online within [reactivation time: 1 working day — to confirm]. There is no reactivation fee. [to confirm]

If you dispute an invoice

Tell us in writing before day 30, and say why. While we settle it in good faith, we do not pause or suspend anything over the amount in dispute. The rest of the invoice stays due.

If the site stays suspended for [90 days — to confirm], we may end the contract for non-payment. Section 12 then applies, including your data export.

12. Minimum term, cancelling and leaving

Minimum term

The monthly plan has a minimum term of [minimum term: 6 months — to confirm], counted from go-live. After that, it continues month by month until you or we end it.

Cancelling

• You can cancel with one button in your client space, or by email to [email address]. Cancelling is as easy as signing up, and needs no reason.
• We may offer you a pause or a smaller plan, once. Then we confirm your cancellation by email.
• After the minimum term, the plan ends on the last day of the month in which you cancel.
• If you cancel during the minimum term, the plan ends on the last day of the month in which the minimum term ends. The monthly fees until then remain due. [early-exit rule — to confirm]

When we end the plan

• We may end the plan with at least 60 days' written notice, so that you have time to move.
• We may end it sooner for a serious breach: non-payment after the steps in section 11, or another breach you have not put right within 15 days of our written notice.

Leaving, and taking your things with you

We never hold anything hostage. When your plan ends:

1. You get a full export of your content: your texts, photos and other media, your brand files, the history of your forms and bookings (as CSV or JSON files), and your domain transfer code. You can also export your content at any time before then.
2. We hand back full control of your Google Business Profile within 7 working days of your request.
3. If you ask, we keep your site online for up to 30 days after the plan ends, at no cost, so that you can move without a gap. [to confirm]
4. Your data then stays available to download for 30 more days.
5. After that, we delete it and confirm the deletion in writing. It leaves our backups within [backup retention period]. We keep only what the law requires us to keep, such as invoices.

There is no exit fee.

The website's code, templates and design system stay with us (section 13), so the website goes offline when the plan ends.

13. What is yours, and what stays ours

Yours

• Your brand. Once the build is paid in full, the logo, colours, brand guide and print designs we make for you are yours, to use anywhere, for anything, for good. We transfer to you all the rights in them that the law allows us to transfer.
• Your content: the texts, photos, logos and information you give us.
• The photographs from your photo session. You can use them for your business, anywhere, with no time limit. [ownership or licence of photographs — to confirm with the photographers' contracts]
• Your domain name. We register it in your business's name and give you its transfer code whenever you ask. [to confirm] [domain renewal: included in the plan or charged at cost — to confirm]
• Your data: enquiries, bookings, and everything your customers send through your site.
• Your Google Business Profile. You are its owner; we are a manager, with your written permission.

Ours

• The website's code, templates, components and design system, the booking and request engine, and the client space. You may use your site, as we host and run it, for as long as your plan lasts. We do not hand over site files or code.
• Our methods, know-how and tools.
• Design proposals you did not choose.

From others

Some fonts, icons and stock images are licensed from third parties. We tell you which ones you can keep using in your printed and brand materials, and which ones are licensed only for the site we host.

Showing our work

Once your project is live, we may show it in our portfolio and on social media. You can say no at any time, and we will remove it. We never show work for doctors or clinics (section 15).

Your Google Business Profile

• The profile itself is free. Our fee pays for our work on it.
• We reply to reviews only with your written approval.
• We never buy, invent or reward reviews, and we never choose who is asked for one.
• You can take back full control at any time. We hand it over within 7 working days.

14. Your content and your promises

You promise that:

• you have the right to use everything you send us (texts, logos, photos, videos, music and trade marks) and to let us publish it;
• the people who appear in the photos you send have agreed to appear;
• what you ask us to publish is true and lawful, including prices, offers, opening hours, licences, ratings, health and safety claims, and allergen information;
• you take responsibility for the legal information your business must show on its own site, such as its legal notice, prices, terms of sale and privacy notice. We give you templates, not legal advice.

If someone makes a claim against us because of content you gave us or asked us to publish, you cover the costs we reasonably incur, including legal fees. [to confirm by counsel]

Content we will not publish

We do not publish or host content that is illegal, infringes someone's rights, misleads people, incites hatred or violence, or is sexually explicit. That includes fake reviews and testimonials.

If we receive a notice about content on your site, we review it under the EU Digital Services Act. If we have to remove or restrict it, we act only as far as needed. We tell you why, and how you can challenge our decision.

15. Medical clients

If you are a doctor, a clinic or another health professional, these extra rules apply. They exist because your profession's rules and health-data law apply to your site.

• Your site informs; it does not advertise. We build it within the ethics rules of your profession in your country, such as the Moroccan Code of Medical Ethics. That means no reviews or testimonials, no before-and-after photos, no promotional prices, no claims to be the best, and no campaigns to attract patients.
• Your site carries no "made by Keykem" link. We never name you or show your site in our marketing.
• The doctor in charge approves everything we publish, and remains responsible for it. If someone else orders for the practice, the doctor confirms the order by email before work starts.
• Where your rules require it, you tell your professional council about your site. We give you a template letter. In Morocco, your domain name must carry your own name, not a specialty or a place.
• Appointment requests reveal something about a patient's health, so they are health data. We switch on online booking only once your practice holds the authorisations the law requires, such as those of the CNDP in Morocco. Until then, patients book by phone.
• Forms on your site never ask for symptoms or the reason for a visit. Our messages to patients never mention a specialty or a type of visit.
• We give no medical, legal or ethics advice. You decide what is published.

16. Data protection

• We are the controller of the data we hold about you and your team. Our privacy notice explains what we do with it.
• For the personal data your site collects (enquiries, bookings, messages), you are the controller and we are your processor. When you accept these terms, you also accept our processor agreement. It meets Article 28 of the GDPR and Article 23 of Moroccan Law 09-08, and on personal data it comes before these terms.
• We process that data only on your instructions, keep it in the EU, and never use it for ourselves.
• We list our sub-processors in your client space. We tell you at least 30 days before we add or change one, and you can object.
• We tell you within 24 hours of learning of a security incident or vulnerability that affects your site or your data, and help you meet your own duties.

What you do

• You publish your own privacy notice on your site. We give you a template to adapt.
• In Morocco, you declare your site's processing to the CNDP, including the hosting in the EU. We prepare the filing for you to sign. Forms and booking go live once your CNDP number is known and shown under them.
• You answer requests from the people whose data you hold. We pass on any request we receive within 48 hours, and give you the tools to export, correct and delete data on time.

17. Liability

• We do our work with the care and skill expected of a professional studio, and we are responsible for it.
• We are not responsible for services we do not control, which you use under their own terms: Google, Meta and WhatsApp, Stripe, domain registries, booking platforms and your internet provider. Nor are we responsible for content you supplied.
• We are not liable for indirect losses, such as lost profits, lost business or lost opportunities.
• Our total liability under this agreement is limited to the amount you paid us in the 12 months before the event that caused the loss.
• None of these limits applies to fraud, wilful misconduct or gross negligence, to death or personal injury, or anywhere the law does not allow a limit.
• Neither of us is liable for delays caused by events beyond reasonable control, such as a major outage at a provider, a natural disaster or a strike. If this happens, we tell you quickly and keep you informed.

18. Suspension for other reasons

Apart from unpaid invoices (section 11), we may suspend a site, a form or an account at once, and only as far as needed, if:

• it faces an active security threat, or puts our systems or other clients at risk;
• it carries content that is clearly illegal, or we receive a lawful order;
• it is being used to send spam or to harm others.

We tell you straight away why, and what is needed to restore it. We restore it as soon as the cause is fixed. If you did not cause the suspension, we credit your plan for the days your site was down. [to confirm]

19. Changes to these terms

• We may update these terms for a valid reason, such as a change in the law, a new service or security. We tell you at least 30 days before, by email and in your client space, and show you what changes.
• If a change is to your disadvantage, you may cancel before it applies, without paying the rest of your minimum term.
• Your prices do not change during your minimum term. After that, we may change them with 30 days' notice, and the same right to cancel applies.
• A project you have already paid for stays on the quote you accepted.

20. Governing law and courts

These terms are governed by [governing law — Italian law proposed, to be confirmed by counsel]. The UN Convention on Contracts for the International Sale of Goods does not apply.

If we disagree, we first try to settle it in good faith for 30 days, starting from a written message that sets out the problem.

If that fails, the courts of [competent court — to be confirmed by counsel] have jurisdiction. Either of us may still ask any competent court for urgent measures. Either of us may also claim an undisputed unpaid amount in the courts where the other is based.

Disputes about personal data under the processor agreement follow the rules of that agreement.

21. Clauses you approve separately

When you accept these terms, you approve the following clauses with a second, separate tick, as Articles 1341 and 1342 of the Italian Civil Code require:

• section 9: launch when the acceptance window ends without a reply;
• section 11: pausing work and suspending the site for non-payment;
• section 12: the minimum term, the month-by-month renewal, cancelling during the minimum term, and our right to end the plan;
• section 17: the limits on our liability;
• section 18: suspension for other reasons;
• section 19: changes to these terms and to prices;
• section 20: the choice of courts.

22. Contact

Questions about these terms: [email address], or through your client space.

Formal notices: our certified email (PEC) [PEC address], or by post to [registered office].

Version [version number], [date].