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"General Terms and Conditions"

(Version 2026 - Dutch version is leading)

1. General

1.1.

These General Terms and Conditions apply between the customer (“client”) and uOnline (“contractor”).
1.2.

The terms take effect at the time the agreement between customer and uOnline starts.
1.3.

uOnline works with external suppliers. The terms and conditions of these suppliers may therefore also apply to the customer.
1.4.

These terms and conditions are exclusively governed by Dutch law.

2. Social vision

2.1. Our vision is: "Sustainable websites and online presence for initiatives with added social value".
2.2. uOnline may refuse an application if it does not fit within this vision.
2.3. In order to provide good service to existing customers, uOnline may refuse new customers.
2.4. If the customer's situation changes, resulting in the loss of social added value, uOnline may decide not to renew the agreement.
2.5. uOnline always aims for a pleasant long-term collaboration.

3. Agreement

3.1. The agreement starts after the customer's agreement, usually after a demonstration.
3.2. Agreement can be given verbally (digitally) or by e-mail.
3.3. By giving the agreement, the customer accepts these General Terms and Conditions and the corresponding price agreement.
3.4. The customer is responsible for timely communication of changed contact details.

4. Working method via sprints

4.1. After agreement, a target delivery date is set together. Progress is made via agreed sprints.
4.2. Successful sprints require mutual adherence to agreements.
4.3. After formal delivery, the client agrees with the work delivered; adjustments thereafter fall under additional work.
4.4. The customer can make changes within two weeks of completion.

  • Technical errors by uOnline: free of charge
  • Minor changes: may be covered by goodwill

5. Duration and termination

5.1. The agreement is valid for a minimum of 12 months and starts when uOnline makes investments for the customer (domain registration, licences, server space).
5.2. Renewal is tacitly for 12 months.
5.3. Termination can be done via e-mail, at the latest before the last two full months of the current period.
5.4. Around month 11, customers will receive the new annual invoice.

6. Prices, invoices and payments

6.1. uOnline may adjust prices and will inform customers by e-mail.
6.2. Additional discounts can be granted by mutual agreement.
6.3. Upon request, uOnline will provide an offer.
6.4. Invoices should be paid within two weeks.
6.5. All prices are exclusive of VAT unless otherwise stated.
6.6. If payment is not made, uOnline may dissolve the agreement or suspend services.

7. Dissolution and transfer

7.1. Upon termination, the customer can request an export of website files via e-mail up to 7 days before the termination date.
7.2. E-mail export is the customer's own responsibility.
7.3. On request, uOnline supports domain and mailbox transfers (except for the last 7 days). Any additional costs will be coordinated in advance.

8. Support and request handling

8.1.

uOnline determines whether a request falls under:

  • additional work
  • disruption
8.2. If necessary, uOnline will schedule an appointment for additional work.

9. Response time

9.1.

uOnline responds within office hours:

  • Additional work request: within 4 working days
  • Disruption: within 2 working days

10. Resolution time

10.1.

uOnline aims to:

  • Additional work: in consultation
  • Disruption: within 2 working days (depending on suppliers)

11. Disruption

11.1. A disturbance is:

  • Website not reachable on agreed domain name
  • E-mail not accessible via Webmail
11.2. Disruption is covered by the agreement and will not be charged.
11.3. If it turns out that the problem lies with the customer (software, settings, local network), uOnline may charge for additional work.

12. Confidentiality

12.1. All communication between customer and uOnline will be kept confidential.

13. Maintenance and back-ups

13.1. During maintenance, uOnline backs up before and after whenever possible.
13.2. Pre-delivery maintenance can take place without prior consultation.
13.3. uOnline does not back up email outside shared hosting packages.

14. Passwords and security

14.1. The customer can request a reset for website or mailbox passwords.
14.2. After transfer, the customer is obliged to change the password immediately.
14.3. Passwords are never shared with uOnline.
14.4. If abuse is suspected, uOnline requires the customer to set a new password.
14.5. uOnline may temporarily block accounts in case of security risks.

15. Copyright & use

15.1. The customer owns all texts, photos and media appearing on its website, unless otherwise stipulated.
15.2. The customer is responsible for valid copyrights.
15.3. uOnline may use the customer name and website for promotional purposes unless otherwise agreed.

 

16. Security, updates and obligations

16.1. uOnline may change software, plugins and security settings when necessary for security or stability.
16.2. uOnline may remove unsafe or outdated plugins.
16.3. The customer undertakes not to abuse the e-mail or hosting system, including spam, malware or excessive consumption of server capacity.
16.4. uOnline may suspend services in case of breach or risk.

17. Liability

17.1. uOnline provides best-efforts obligations: no guarantees of absolute availability, security or error-free software.
17.2.

uOnline is not liable for:

  • indirect damage, consequential damage, loss of profit
  • data loss
  • supplier failures (such as hosting providers, registrars or software vendors)
17.3. Maximum liability is limited to the total amount of invoices for the last 12 months.
17.4. Claims must be reported in writing within 30 days of discovery.

18. Force majeure

18.1.

uOnline is not liable in the event of events beyond its control, such as:

  • breakdowns at data centres or internet providers
  • energy failure
  • cyberattacks
  • war, pandemic, natural disaster
18.2. During force majeure, uOnline may temporarily suspend service.

19. Changes in terms and conditions

19.1. uOnline has the right to change these terms and conditions to clarify or improve the service.
19.2. Customers will be notified by e-mail in case of changes.

20. Definitions:

Domain name:
  • The domain name is the name on which the customer's website can be reached. For example, uOnline's domain name is `uonline.nl` and the customer's domain name is `customername.nl`. This domain name is basically managed by uOnline unless otherwise agreed.
Website:
  • The website is the customer's texts, photos and other media hosted by uOnline, accessible through the domain name.
  • The system behind the web pages can be a content management system (CMS) where the client can add and edit new pages themselves. This CMS is updated and managed by uOnline for security and functionality reasons.
Content management system:
  • The Content Management System (CMS) is the system that allows you to customise information and the appearance of the website.
E-mail:
  • If uOnline manages the domain name, the customer can also choose e-mail box(es) ending in their own domain name (e.g. info@klantnaam.nl).
  • Multiple e-mail addresses (e.g. info@klantnaam.nl and verkoop@klantnaam.nl) can point to the same e-mail box. The e-mail can be accessed via Webmail and possibly via e-mail programmes....
Server:
  • The server is the system on which the customer's website runs.
  • This server is updated and managed by uOnline for security and functionality reasons.
Backup:
  • A backup is a copy of the website. This is the CMS, including all texts, photos and other media that are on the server (in the case of shared web hosting, e-mail is also backed up).
Helpdesk:
  • The uOnline helpdesk is available at:
    • Through the Group Discussion
    • The agreed uOnline e-mail address
Group discussion:
  • The Group Conversation is the agreed means of communication through which the customer can contact uOnline in a secure and sustainable manner.
uOnline Office hours:
  • These are the times when the uOnline Helpdesk is available.
  • This is from 09:00 to 17:00 excluding Saturdays, Sundays and official Dutch holidays.
Maintenance times:
  • These are the times (this is on the second Monday of the month between 21:00 and 22:00), when uOnline can perform maintenance on the hosted products.
  • Services may not be available during these times.
Web browser control:
  • A web browser (or internet browser) is a programme on the computer, tablet or smartphone on which websites can be viewed.
  • The Web browser check checks whether the Customer's website is displayed correctly on the various web browsers on computer, tablet and smartphone.
  • uOnline performs the Web browser check and is part of the Formal Delivery.
Search engine findability:
  • A search engine is a website on the Internet that allows you to search the Internet. In a search engine, you search by keywords and, in principle, not by domain names.
  • Based on the settings and texts that uOnline and the client place in the CMS, the client's website can be found better in a search engine
  • After the Formal Completion, the client itself can ensure better search engine findability by placing relevant web pages. This allows the client to take search engine optimisation into account.
  • uOnline can help and offers this as an additional service to make your website more findable by search engines