Terms & Conditions

VISI SUPPORT  ·  Belgium
Effective date: June 2, 2026  ·  Applies to all services and subscriptions

1. Parties & Acceptance

These Terms and Conditions ("Terms") constitute a legally binding agreement between VISI SUPPORT ("VisiSupport", "we", "us", "our"), a company registered and operating in Belgium, and any natural person or legal entity ("Client", "you") that engages VisiSupport for any service, subscription, project or product.

Acceptance of these Terms occurs at the earliest of: (a) signing a service agreement or quote, (b) activating a subscription, (c) placing an order, or (d) making a payment to VisiSupport. If you do not accept these Terms, you must not use any VisiSupport service.

These Terms apply to all services offered by VisiSupport and form the baseline of every engagement. Where a specific written agreement (contract, project proposal, or service order) exists between VisiSupport and the Client, the terms of that agreement take precedence over these general Terms only in the areas explicitly addressed therein. All other matters remain governed by these Terms.

1.1 Professional Clients (B2B)

A Professional Client is any natural person acting in the context of a professional or commercial activity (sole trader, freelancer, company, association, etc.) who enters into an agreement with VisiSupport for purposes related to their trade, business, craft or profession. All sections of these Terms apply in full to Professional Clients.

1.2 Consumer Clients (B2C)

A Consumer Client is any natural person acting exclusively outside the scope of a professional or commercial activity — i.e., an individual purchasing a service for personal, private or household purposes. Consumer Clients benefit from additional rights and protections under Belgian consumer protection law (Code of Economic Law / Wetboek van economisch recht), which take precedence over any contradictory provision in these Terms where applicable. These additional rights are described in full in Section 15 (Consumer Rights).

If you are unsure whether you qualify as a Consumer Client, please contact VisiSupport before entering into any agreement.

2. VisiSupport Platform (SaaS)

2.1 What the VisiSupport Platform Is

VisiSupport operates a proprietary cloud-based business management platform delivered as Software-as-a-Service (SaaS). The platform is built on enterprise-grade open-source technology and extended with VisiSupport's own custom-developed modules, designed specifically to meet the operational needs of small and medium-sized businesses in Belgium and beyond.

Each client receives a fully isolated private environment: a dedicated database, a dedicated application instance, and a personalised subdomain (e.g. yourbusiness.visisupport.be) or a custom domain. The client's environment is exclusive to them — no data is shared with other clients.

The modules and features available to the client depend on the subscription plan chosen. All plan details, included modules, and pricing are specified in the Service Agreement or the published plan documentation accepted at the time of subscription.

2.2 Custom Modules & Platform Ownership

The VisiSupport platform is not a resale or white-label of any third-party software. VisiSupport develops, maintains and continuously improves its own suite of custom modules that run on top of the platform's core. These modules — including but not limited to client-facing portals, industry-specific tools, automation layers and reporting features — are the exclusive intellectual property of VisiSupport.

When a client subscribes to a VisiSupport plan, they receive access to a fully configured application tailored to their business. This application is managed, updated and hosted entirely by VisiSupport. The client is not required to manage servers, software updates, or technical infrastructure of any kind.

2.3 Trial Period

New SaaS subscriptions include a free trial period as specified in the plan documentation or Service Agreement at the time of subscription. During the trial period, the client has full access to the features of the selected plan at no charge.

• The trial period begins on the date the environment is activated and delivered to the client.
• No credit card or payment is required to start the trial unless otherwise stated.
• At the end of the trial period, the subscription converts automatically to a paid subscription unless the client cancels in writing before the trial ends.
• Data entered during the trial period is preserved in the paid subscription.
• VisiSupport reserves the right to terminate a trial at any time if the platform is used in violation of these Terms.

2.3.1 Trial Abuse

Each natural person or legal entity is entitled to one trial period per subscription plan. Creating multiple trial accounts — whether under different names, email addresses or company details — for the purpose of extending the trial period without payment constitutes abuse of the trial system and a breach of these Terms. VisiSupport reserves the right to immediately terminate all environments associated with such abuse and to invoice retroactively for the period used.

2.4 Subscription Plans

VisiSupport offers multiple subscription tiers. Each tier defines the set of modules, the number of users, the level of support, and the service level agreement. The specific features, user limits, and conditions of each plan are described in the Service Agreement or on the official VisiSupport plan documentation accepted at the time of subscription.

Plans differ primarily in:

• The business modules included (invoicing, CRM, sales, inventory, HR, project management, e-commerce, etc.)
• The number of users permitted to access the environment
• The support level and guaranteed response times
• The availability of industry-specific or custom modules

2.5 SaaS Billing

SaaS subscriptions are billed on a prepaid basis. This means the subscription fee for each billing period (monthly or annual) is due and must be paid before the period begins. Access to the platform is conditional on successful payment.

• Monthly billing: The subscription fee is invoiced and due on the same day each month as the original activation date.
• Annual billing: The full annual fee is invoiced and due on the activation anniversary date. Annual billing is offered at a discount compared to monthly billing; the specific discount is stated in the Service Agreement.
• If payment is not received by the due date, VisiSupport may restrict access to the environment after a grace period of 7 days (see Section 8 for full payment terms).

2.6 Plan Changes

• Upgrade: Takes effect immediately. The difference in plan cost is prorated and invoiced for the remaining days of the current period.
• Downgrade: Takes effect at the start of the next billing period. No refund is issued for the unused portion of the current period.
• Plan changes must be requested in writing to [email protected].

2.7 Custom Module Licensing — Ownership & Transfer Restrictions

VisiSupport develops custom modules for the platform that may be included in a subscription plan or commissioned separately by a client. The following rules apply to all such modules, regardless of whether they are included in a plan or paid for individually:

• Payment for a custom module — whether as part of a plan or as a one-time development fee — grants the client a non-exclusive, non-transferable licence to use that module within their own VisiSupport environment for the duration of the subscription or contract.
• The client does not acquire ownership of the module's source code, logic, structure or any other component. The module remains the exclusive intellectual property of VisiSupport at all times.
• The client may not extract, copy, reverse-engineer, redistribute, sublicense, resell, or transfer the module — in whole or in part — to any third party, without the prior explicit written authorisation of VisiSupport.
• The client may not use a module developed by VisiSupport as a basis for work performed by a different developer or agency without VisiSupport's written consent.
• If the client's subscription ends or is terminated, the licence to use all VisiSupport-developed modules expires immediately. The client's data remains exportable as described in Section 11.5, but the modules themselves are not included in any data export.

2.8 Module Installation, Uninstallation & Data Responsibility

The VisiSupport platform allows clients to install and uninstall modules within their environment. Clients must be aware of the following before performing any such action:

• Uninstalling a module may result in the permanent and irreversible deletion of all data associated with that module — including records, configurations, history and linked documents. This is a technical consequence of the platform architecture and is not a defect.
• VisiSupport is not responsible for any data loss, corruption, operational disruption or business damage resulting from a module being uninstalled, deactivated or modified by the client or by any person acting on the client's instructions.
• Before uninstalling any module, the client is strongly advised to contact VisiSupport support to understand the impact, and to ensure a full backup has been performed.
• VisiSupport is responsible for data loss or damage caused exclusively by errors, bugs or defects in a module that are attributable to VisiSupport's own development. In such cases, VisiSupport will investigate, correct the defect and, where technically possible, restore affected data from the most recent available backup at no additional cost to the client.

2.9 Additional Modules — Installation & Extra Billing

Within their private environment, clients have access to a catalogue of additional modules developed or curated by VisiSupport. These modules extend the functionality of the base subscription plan and may be browsed and activated directly from within the client's account interface.

• The base subscription plan includes only the modules explicitly listed in the Service Agreement or plan documentation accepted at the time of subscription. Any module installed beyond the base plan constitutes an additional service and is subject to extra billing.
• When a client installs an additional module, the applicable additional cost is automatically added to the client's next invoice or, in the case of a prepaid plan, triggers a prorated charge for the remainder of the current billing period. The cost of each additional module is displayed to the client before installation is confirmed.
• By confirming the installation of an additional module, the client explicitly accepts the associated additional cost and authorises VisiSupport to invoice accordingly. No additional module will be activated without the client's prior confirmation.
• Additional modules remain active and billable until explicitly uninstalled by the client or until the subscription is terminated. It is the client's responsibility to manage installed modules and to uninstall any module they no longer require.
• Uninstalling an additional module stops future billing from the next billing cycle. No refund is issued for the current billing period in which the module is uninstalled.
• VisiSupport reserves the right to update the pricing of additional modules. Clients will be notified at least 14 days in advance of any price change affecting a module they have installed.

2.10 Module Activity Logging & Audit Trail

For purposes of security, billing accuracy, technical support and contractual documentation, VisiSupport records and monitors all module-related activity within every client environment. This includes but is not limited to:

• Installation and uninstallation of any module, including the date, time and user account that performed the action
• Activation and deactivation of module features or configurations
• Any action that modifies the module composition of the client's environment

By using the VisiSupport platform, the client acknowledges and accepts that this activity logging is in place and that:

• The activity log constitutes an official record of what was installed, when, and by whom. This record is binding in the event of a billing dispute, support request, or contractual disagreement.
• The activity log may be used by VisiSupport to verify the composition of the client's environment at any point in time, to generate accurate invoices, and to diagnose technical issues.
• In the event of a dispute regarding a module installation, data loss following an uninstallation, or any billing discrepancy related to modules, VisiSupport's activity log shall be considered authoritative evidence.
• The activity log is retained for the duration of the client's subscription and for a minimum period of 12 months following termination, in accordance with VisiSupport's data retention policy.
• Clients may request a copy of their own activity log at any time by contacting [email protected]. The log will be provided in a readable format within 5 business days.

2.11 Account Security & Access Credentials

The client is solely responsible for maintaining the confidentiality and security of their login credentials (username, password, two-factor authentication codes) for the VisiSupport platform.

• The client must not share credentials with unauthorised persons. Access to the environment must be limited to individuals authorised by the client.
• The client must notify VisiSupport immediately at [email protected] if they suspect or discover any unauthorised access to their account.
• All actions performed within the client's environment using valid credentials are deemed to have been authorised by the client, regardless of who physically performed them. VisiSupport is not liable for actions taken by third parties who have accessed the environment using the client's credentials.
• VisiSupport staff will never ask for the client's password via email, phone or any other channel. Requests of this nature should be treated as fraudulent and reported to VisiSupport immediately.

2.12 Prohibited Content

The VisiSupport platform and all hosted services may not be used to store, publish, transmit or facilitate any content or activity that is:

• Illegal under Belgian or EU law, including but not limited to: hate speech, content inciting violence or discrimination, child exploitation material, and content that violates intellectual property rights
• Sexually explicit or pornographic in nature
• Designed to defraud, deceive or harm individuals or organisations
• Used for unsolicited bulk communications (spam), phishing, malware distribution or any form of cybercrime
• In violation of any third party's rights, including privacy rights and intellectual property rights

VisiSupport may remove prohibited content and suspend or terminate the associated environment immediately and without notice. VisiSupport cooperates fully with Belgian law enforcement and judicial authorities and will disclose client information when legally required to do so.

2.13 Acceptable Use

Beyond the prohibited content listed in Section 2.12, the platform may not be used for activities that degrade platform performance for other clients, or any attempt to access, reverse-engineer or extract the platform's underlying technology.

VisiSupport may suspend an account immediately and without prior notice if any of these conditions are detected. Repeated violations will result in permanent termination without refund.

3. Web Development & Hosting

3.1 Scope of Service

VisiSupport designs, develops and hosts web applications, websites, e-commerce platforms, client portals, booking systems, landing pages and other web-based solutions. Each project is delivered according to a written proposal or Service Agreement that defines the scope, deliverables, timeline and commercial terms.

3.2 What Is Included

• Custom design and front-end development according to the agreed brief
• Back-end development and system integration as specified in the project scope
• Managed cloud hosting with SSL certificate, daily backups and uptime monitoring
• Mobile-responsive and SEO-optimised builds as standard
• Post-launch technical support for defects discovered within the warranty period (defined per project)

3.2.1 Domain Ownership

Domains registered by VisiSupport on behalf of a client are registered in the client's name and remain the property of the client, unless explicitly agreed otherwise in writing. VisiSupport acts solely as the technical registrant and manager. Upon request, and after settlement of all outstanding invoices, VisiSupport will transfer domain management to the client or a third party designated by the client within a reasonable timeframe. Domain renewal fees are invoiced separately and are the client's responsibility. VisiSupport is not liable for domain expiry resulting from the client's failure to pay renewal invoices.

3.2.2 SEO & Search Engine Rankings

VisiSupport builds websites and web applications following current best practices for search engine optimisation (SEO), including clean code structure, appropriate meta tags, responsive design and performance optimisation. However, VisiSupport makes no guarantee of any specific search engine ranking, position or traffic outcome. Search engine algorithms are controlled entirely by third parties (Google, Bing, etc.) and are subject to change without notice. Organic search performance depends on many factors outside VisiSupport's control, including domain age, content quality, competition, and algorithm updates. Any projected rankings or traffic figures discussed during a project are estimates only and do not constitute contractual commitments.

3.3 What Is NOT Included Unless Agreed in Writing

• Third-party software licenses (payment gateways, mapping services, API subscriptions, etc.)
• Domain registration or renewal (invoiced separately)
• Content creation, copywriting or translation
• Ongoing maintenance beyond the warranty period
• Changes to scope after the project has started (subject to a separate change order)

3.4 Client Responsibilities

The client must provide all required content, assets, access credentials and feedback within the timelines specified in the project plan. Delays in client deliverables will extend the project timeline proportionally. VisiSupport is not liable for missed deadlines caused by late client input.

3.5 Hosting Terms

Hosted websites and web applications are subject to a separate hosting subscription, billed as agreed in the Service Agreement. Hosting is prepaid. Termination of hosting requires 30 days written notice. Upon termination, all files and data are made available for export for 14 days before permanent deletion.

4. IT Support & Managed Services

4.1 Scope of Service

VisiSupport provides professional IT support and managed services to businesses, covering the full spectrum of a company's technology infrastructure. Services are delivered remotely or on-site (Belgium only) depending on the nature of the issue and the service agreement in place.

4.2 Services Covered

• Remote Support: Diagnosis and resolution of hardware and software issues on any device via secure remote access. Available to clients anywhere with an internet connection.
• Network Setup & Management: Design, configuration and management of local networks including routers, switches, VLANs, VPNs, and enterprise Wi-Fi infrastructure.
• Server Management: Installation, configuration, monitoring, security hardening and maintenance of Linux and Windows servers.
• Cybersecurity: Deployment of firewalls, antivirus and endpoint protection, access control policies, security audits and employee awareness guidance.
• Backup & Disaster Recovery: Configuration of automated backup systems, offsite storage, recovery testing and business continuity planning.
• Hardware Support: Physical repair, component upgrades, peripheral installation and hardware procurement advice. On-site only, Belgium.

4.3 What Is NOT Covered

• Issues resulting from the client's own modifications or misuse after service delivery
• Physical damage caused by accidents, water, fire, power surges or other external events
• Software licenses that were not provided or managed by VisiSupport
• Failures of internet service providers (ISPs) or other infrastructure outside VisiSupport's control
• Issues covered under a manufacturer's warranty (VisiSupport will advise accordingly)

4.4 Billing for IT Support

IT support may be provided under a monthly managed services retainer or on an ad-hoc per-intervention basis, as agreed in the Service Agreement.

• Retainer agreements: Billed monthly in advance. Unused hours in a month do not roll over unless explicitly agreed.
• Ad-hoc interventions: Billed per hour or per incident at the rate agreed in the Service Agreement or communicated in writing before the intervention begins. Starting an intervention without disputing the rate constitutes acceptance of it.
• On-site visits: Travel time and on-site hours are both billable. A minimum of 24 hours advance notice is required to schedule an on-site visit.

5. Graphic Design & Branding

5.1 Scope of Service

VisiSupport provides professional design services including logo and brand identity creation, social media visuals, marketing materials (brochures, posters, flyers, menus), business stationery and digital design assets.

5.2 Project Process

• Every design project begins with a written brief or discovery session. No design work is started without a confirmed quote or signed project order.
• VisiSupport will deliver an initial concept for the client's review. Unless otherwise stated in the project agreement, two rounds of revisions are included within the agreed scope. Revisions beyond this are invoiced separately at the applicable hourly rate.
• A "revision" is defined as minor modifications to an existing direction (colours, text, spacing). A change in creative direction after concept approval is treated as a new project phase and invoiced accordingly.
• Final files are delivered in the agreed formats (typically PDF, PNG, SVG, AI or similar) upon receipt of full payment.

5.3 Client Responsibilities

• The client must provide all required input (brand guidelines, text content, reference images, preferences) within 7 calendar days of project commencement. Delays in providing this input will extend the delivery timeline accordingly.
• The client guarantees that any content, images or trademarks provided for use in the design are owned by the client or that the client holds the necessary licenses. VisiSupport bears no liability for intellectual property infringement arising from client-supplied materials.

5.4 Copyright & Author's Rights Under Belgian Law

All graphic design work created by VisiSupport is protected by Belgian copyright law as set out in Book XI, Title 5 of the Code of Economic Law (Wetboek van economisch recht / Code de droit économique), implementing the EU Copyright Directives. Copyright arises automatically at the moment of creation and does not require registration.

Belgian copyright law distinguishes between two inseparable categories of rights:

5.4.1 Economic Rights (Vermogensrechten / Droits patrimoniaux)

Economic rights govern how a work may be used commercially. They include the rights of reproduction, distribution, communication to the public, and adaptation (modification). These rights can be transferred or licensed in writing.

• Upon receipt of full payment, VisiSupport transfers to the client the economic rights necessary for the use of the delivered work as defined in the project agreement (e.g. use on the client's website, print materials, social media, signage).
• The scope of the transferred economic rights is limited to the uses explicitly agreed. Any use beyond the agreed scope — including use in new media, new markets, or for new purposes not stated in the agreement — requires a separate written authorisation from VisiSupport.
• The transfer of economic rights is limited to the territory and duration specified in the project agreement. If no territory is specified, the transfer applies to Belgium only. If no duration is specified, the transfer applies for the duration of the copyright term.
• Until full payment is received, no economic rights are transferred. The client may not use, distribute, publish or reproduce any delivered design work prior to full payment.

5.4.2 Moral Rights (Morele rechten / Droits moraux)

Moral rights are personal rights of the creator that cannot be transferred, waived or assigned under Belgian law, even after full payment for a work. They remain with VisiSupport's designers indefinitely and include:

• Right of attribution (vaderschapsrecht / droit de paternité): The creator has the right to be identified as the author of the work. VisiSupport may exercise this right by maintaining a portfolio credit unless the client requests confidentiality in writing.
• Right of integrity (integriteitsrecht / droit au respect de l'œuvre): The creator has the right to oppose any modification, distortion, mutilation or other derogatory treatment of the work that would harm their honour or reputation. This right survives any transfer of economic rights.
• Right of disclosure (openbaarmakingsrecht / droit de divulgation): The creator controls when and how the work is first made public. This right is exercised at the time of delivery and is transferred to the client upon acceptance of the final work.

5.4.3 Modification Rights — What Is and Is Not Permitted

The following modifications are generally permitted within the scope of normal business use, unless the project agreement states otherwise:

• Resizing or scaling the delivered files for different output sizes (print, web, screen)
• Placing the design on different backgrounds or materials as intended by the original brief
• Using the design across different media channels within the agreed scope (website, print, social media)

The following modifications are not permitted without a separate written authorisation from VisiSupport:

• Altering colours, fonts, shapes or proportions of delivered design elements in a way that materially changes the creative work
• Removing, replacing or altering VisiSupport's or the designer's attribution
• Combining the work with other elements in a way that misrepresents the original design or damages its integrity
• Transferring, sublicensing or reselling the design work to any third party
• Using the work for purposes fundamentally different from those agreed in the brief (e.g. using a logo created for one brand on a different brand or entity)
• Using the delivered work as the basis for a new design to be created by a third party without VisiSupport's written consent

5.4.4 Third-Party Assets & Stock Licences

Some design projects may incorporate third-party licensed assets — stock photographs, icon libraries, font licences, illustration packs or other licensed elements. In such cases:

• VisiSupport will inform the client of any third-party assets used and the applicable licence type.
• The client's right to use such assets is subject to the terms of the original third-party licence, which may include restrictions on commercial use, modifications, or print runs. VisiSupport is not responsible for licence violations arising from the client's use beyond the stated scope.
• If the client requires unlimited, exclusive or extended rights to all elements in a design, this must be specified in the brief, and the cost of obtaining such licences will be incorporated into the project quote.

5.5 Portfolio Rights

VisiSupport retains the right to display completed design work in its portfolio, website, social media channels and marketing materials as examples of its work, unless the client explicitly requests confidentiality in writing before the project commences. Portfolio display does not constitute a transfer of rights and does not imply endorsement of any kind.

5.6 Textual Content & Proofreading Responsibility

VisiSupport's graphic design service covers visual design — layout, typography, colour, composition and branding. Copywriting, proofreading and linguistic correction of text content are not included in the design service unless explicitly stated in the project agreement.

• The client is responsible for providing final, corrected, approved text for all design materials — including menus, brochures, banners, social media posts, websites and any other deliverable. Text must be delivered in its definitive form before design work begins on that element.
• If the client requires VisiSupport to proofread, correct or rewrite provided text, this constitutes a separate service and will be invoiced accordingly at the applicable rate.
• If the client provides text containing spelling errors, grammatical mistakes, factual inaccuracies or incorrect information, and approves the design proof without requesting corrections, VisiSupport is entirely absolved of any responsibility for those errors appearing in the final deliverable — whether digital or printed.
• Design proofs are sent to the client specifically to verify all content, including text, before production or publication. Approval of a proof constitutes the client's written confirmation that all content — including text — is correct and ready for production.
• Any corrections requested after proof approval that are caused by client-side text errors will be treated as additional work and invoiced separately. For printed materials, client-side text errors discovered after production has begun may require a full reprint at the client's cost.

5.7 Billing

Design projects are billed according to the agreed quote. Projects above the threshold defined in Section 7 (Project-Based Services) are subject to advance invoicing. Pricing for design services is defined in the accepted quote and is not published in these Terms.

6. Printing & Production Services

6.1 Scope of Service

VisiSupport offers professional print production including business cards, flyers, brochures, banners, posters, stickers, promotional items, branded clothing and large-format print. Printing services may be combined with design services or ordered separately with client-supplied files.

6.2 Order Approval & Production

• All print orders must be confirmed with a written approval of the final design proof. Production will not begin until written approval is received from the client.
• Once production has started, the order is binding and cannot be modified or cancelled. The client is liable for the full order cost.
• The design proof is the client's final opportunity to verify all content — including text, spelling, names, addresses, phone numbers, prices, images and colours. Approving a proof constitutes a written declaration by the client that all content is correct and ready for production.
• VisiSupport is not responsible for any errors — including spelling mistakes, grammatical errors, incorrect information or any other content errors — that were present in the client-approved proof. No refund, reprint or credit will be issued for such errors.
• If the client provided the text content and it contained errors that were subsequently printed, the cost of any reprint required is entirely the client's responsibility.
• If VisiSupport prepared the text content and an error is attributable to VisiSupport, VisiSupport will reprint the affected item at no cost to the client.
• Colour representation on screens may differ from physical print output due to printing technology and paper types. Minor colour variations within standard industry tolerances are not grounds for a refund or reprint.

6.3 Delivery

• Standard production and delivery time is communicated at the time of ordering and confirmed in the order confirmation.
• Express production or delivery options may be available at an additional cost.
• VisiSupport is not liable for delays caused by third-party couriers once the shipment has been dispatched.

6.4 Defects & Claims

• Claims for defective print (printing errors, incorrect products, physical damage in transit) must be submitted in writing within 48 hours of delivery, accompanied by clear photographic evidence.
• If a valid defect is confirmed, VisiSupport will either reprint the affected item or issue a credit note, at VisiSupport's discretion.
• No refund or reprint is issued for: client-approved proof errors, colour tolerance variations, or orders delivered correctly per the approved specifications.

6.5 Billing

Print orders are invoiced per order. Pricing is provided in the quote and varies depending on product type, quantity, specifications and finish. Pricing is not published in these Terms. Large-volume orders may require an advance payment as described in Section 7.

7. Project-Based Services

This section applies to any one-time or fixed-scope engagement delivered by VisiSupport, including but not limited to: web development projects, custom platform configurations, IT infrastructure deployments, branding projects and design campaigns.

7.1 Pricing

Project pricing is always defined in a written quote or Service Agreement accepted by the client before work begins. No fixed price list is published in these Terms. Each project is scoped and priced individually based on complexity, timeline and resources required.

7.2 Advance Payment

• Projects exceeding a value threshold defined in the project agreement require an advance payment before work commences. The advance percentage and amount are specified in the project quote.
• The advance invoice is due within the payment deadline stated on the invoice. Work will not begin until the advance payment is received and confirmed.
• The remaining balance is invoiced upon delivery of the final deliverable, or at milestones as defined in the project agreement.

7.3 Scope Changes

Any change to the agreed project scope — including additions, modifications, or removal of features — must be agreed in writing via a change order before implementation. Scope changes may affect the project price and timeline. VisiSupport will provide an updated quote for any out-of-scope request. Verbal approvals are not binding.

7.4 Client Delays & Project Suspension

VisiSupport allocates resources, timeslots and team capacity to each project based on the agreed schedule. If the project is delayed due to the client's failure to provide required input — including content, approvals, feedback, credentials or decisions — the following applies:

• The project timeline is extended by at least the same duration as the client delay. VisiSupport is not liable for missed launch dates caused by client-side delays.
• If a project is inactive for more than 30 calendar days due to the client's failure to respond or provide input, VisiSupport may issue a project suspension notice. During suspension, no work is performed and no timeline commitment is maintained.
• Reactivating a suspended project requires a written request from the client. VisiSupport will resume the project based on team availability at that time, which may result in a revised timeline. A reactivation fee may apply if the suspension has lasted more than 60 days, to cover the cost of re-briefing and project re-scoping.
• If a project remains inactive for more than 90 calendar days without response from the client, VisiSupport reserves the right to consider the project abandoned and invoice for all work completed to that point. Any advance payment already received will be applied against this invoice.

7.5 Delivery & Acceptance

Upon delivery of the final project, the client has a review period as defined in the project agreement (typically 5–10 business days) to raise any issues. If no written objections are received within the review period, the project is deemed accepted. Post-acceptance changes are treated as a new project or maintenance engagement.

8. Invoicing & Payment Terms

8.1 Invoice Delivery

Invoices are issued electronically to the email address registered on the client account or stated in the Service Agreement. It is the client's responsibility to ensure this address is current and accessible. VisiSupport is not responsible for invoices not received due to incorrect or outdated email addresses provided by the client.

8.2 Payment Deadline

Unless a different payment term is explicitly stated on the invoice or in the Service Agreement, all invoices are due within 14 calendar days of the invoice issue date.

8.3 Accepted Payment Methods

Payment methods accepted by VisiSupport are stated on the invoice. VisiSupport does not accept cash payments above the legal threshold set by Belgian law.

8.4 Late Payment

In the event of non-payment by the due date:

• Interest on the outstanding amount accrues automatically at a rate of 1% per month (12% per annum), calculated from the day after the due date without prior notice being required.
• A fixed administrative fee of €40 is added to the outstanding balance for each formal reminder issued after the due date.
• VisiSupport reserves the right to suspend or restrict access to any or all services — including SaaS environments, hosting, and support — after 7 calendar days of non-payment, without further notice to the client.
• Suspension does not cancel the outstanding invoice or the subscription. Fees continue to accrue during suspension.
• If payment is not received within 30 days of the due date, VisiSupport may terminate the contract, permanently delete the client environment, and refer the outstanding amount to a debt recovery service. All costs of debt recovery, including legal fees, are the responsibility of the client.

8.5 Disputed Invoices

Invoice disputes must be raised in writing to [email protected] within 7 days of the invoice date, clearly identifying the specific items or amounts in dispute and the reason for the dispute. Failure to raise a dispute within this period constitutes acceptance of the invoice. Undisputed portions of a partially disputed invoice remain payable on the original due date.

8.6 VAT & Tax

All prices quoted by VisiSupport are exclusive of VAT (BTW/TVA) unless explicitly stated otherwise. VAT is applied at the rate applicable in Belgium at the time of invoicing. Business clients located in other EU member states who provide a valid VAT identification number may be subject to the reverse charge mechanism (Article 44 EU VAT Directive). It is the client's responsibility to provide accurate VAT registration information.

8.0 Price Changes

VisiSupport reserves the right to adjust the pricing of any subscription plan, additional module or recurring service. In such cases:

• Clients on affected plans will be notified by email at least 30 days before the new pricing takes effect.
• The new price will apply from the first billing cycle that begins after the notice period expires.
• If the client does not accept the new pricing, they may cancel their subscription in writing before the new pricing takes effect, without penalty. Failure to cancel within this period constitutes acceptance of the new pricing.
• One-time project quotes are fixed for the validity period stated on the quote (typically 30 days). After expiry, VisiSupport may reissue the quote at updated pricing.

8.7 Set-Off

The client may not set off any amounts claimed against VisiSupport against amounts owed to VisiSupport without prior written agreement. Payment obligations are independent of any pending dispute.

9. Cancellation & Refund Policy

9.1 SaaS Subscription Cancellation

• The client may cancel a SaaS subscription at any time by submitting a written cancellation request to [email protected], with a notice period of 30 days before the next renewal date.
• Cancellation requests received less than 30 days before the renewal date will take effect at the following renewal date, and the next billing cycle will be invoiced as normal.
• Monthly subscriptions: No refund is issued for any remaining days in the current billing cycle after cancellation.
• Annual subscriptions: No refund is issued for remaining months in the annual period, except in cases where VisiSupport is responsible for a material service failure that is not remediated within a reasonable time.

9.2 Cancellation During Trial Period

A client may cancel a subscription during the trial period at no cost. Cancellation must be submitted in writing before the trial end date. If no cancellation is received before the trial ends, the subscription converts to paid and the first subscription invoice becomes due.

9.3 One-Time Services & Projects

• Before work begins: Full refund of any advance payment received.
• After work has begun: The client is invoiced for all work completed up to the point of cancellation, calculated at the agreed project rate. Any advance payment is deducted from this amount; if the advance is insufficient to cover completed work, the difference is immediately due.
• After delivery or final approval: No refund.

9.4 Termination by VisiSupport

VisiSupport may terminate any service contract immediately and without refund if the client: materially breaches these Terms; engages in illegal, harmful or abusive behaviour; fails to pay outstanding invoices within 30 days of the due date; or makes the continuation of the service untenable for operational or legal reasons. In cases of termination by VisiSupport without client fault, a pro-rata refund of prepaid fees will be issued.

10. Service Availability & SLA

10.1 Uptime Commitment

VisiSupport commits to maintaining platform availability in accordance with the SLA defined for each subscription plan. The target uptime percentage and support response times for each plan tier are specified in the Service Agreement or plan documentation accepted at subscription.

As a general reference, all paid SaaS plans include a minimum 99.5% monthly uptime target. Higher-tier plans benefit from enhanced uptime targets and faster support response times as defined per plan.

10.2 Exclusions

The following are excluded from uptime calculations and do not constitute an SLA breach:

• Scheduled maintenance windows (communicated with at least 48 hours advance notice)
• Outages caused by the client's own actions, misconfigurations or third-party services
• Force majeure events (natural disasters, cyber attacks on upstream infrastructure, widespread internet outages, etc.)
• Trial period environments

10.3 SLA Remedies

In the event of a verified SLA breach in a given calendar month, VisiSupport will issue a service credit proportional to the duration of the breach, applied against the following invoice. Service credits are the sole remedy for SLA breaches; no cash refunds are issued for availability issues.

10.4 Scheduled Maintenance

VisiSupport performs regular maintenance to ensure platform stability, security and performance. Clients are notified of planned maintenance by email at least 48 hours in advance. Emergency maintenance required to address a security threat may be performed with shorter or no advance notice.

11. Data Ownership, Backups & Privacy

11.1 Data Ownership

All data entered by the client into any VisiSupport service remains the exclusive property of the client at all times. VisiSupport does not claim any ownership over client data, and does not sell, rent, share or use client data for any purpose other than delivering the contracted services.

11.2 Backups — SaaS Platform Environments

Automated daily backups of SaaS environments are included in all paid subscription plans as described in Section 2. Backup retention periods and restore procedures are defined per plan tier. Higher-tier plans benefit from longer retention and faster restore times.

11.3 Backups — Websites, Web Applications & Hosted Projects

For websites, web applications and other hosted projects (outside of the SaaS subscription), backups are the responsibility of the client by default, unless the client has explicitly subscribed to VisiSupport's managed backup service.

• VisiSupport does not automatically back up website files, databases or content for hosted projects unless a managed backup service has been separately agreed and is actively invoiced as part of the client's service package.
• Clients who wish VisiSupport to manage backups of their website or hosted application must subscribe to the applicable backup service, which is offered at an additional cost. The scope, frequency and retention period of this service are defined in the relevant service agreement.
• VisiSupport strongly recommends that all clients maintain their own independent backups regardless of whether a managed backup service is in place. VisiSupport is not liable for any data loss, corruption or damage on projects for which no managed backup service has been subscribed to.
• Even where a managed backup service is active, VisiSupport's liability for data loss is limited as described in Section 13.

11.4 Restore Requests

Clients may request a point-in-time restore of their environment within the available backup retention window. Restore requests must be submitted in writing. VisiSupport will complete the restore within a timeframe defined per plan. Restore services are included in higher-tier SaaS plans; on entry-level plans or for hosted projects, restores are invoiced at the applicable support rate.

11.4 GDPR Compliance

In the context of providing services, VisiSupport acts as a data processor as defined under Regulation (EU) 2016/679 (GDPR). The client acts as the data controller. Both parties are responsible for compliance with their respective GDPR obligations. A Data Processing Agreement (DPA) is available upon request and is required for clients who process personal data of EU residents through the VisiSupport platform.

11.5 Data Export & Deletion

Upon termination of a subscription or contract, the client may request a full export of their data within 30 calendar days of the termination date. Exports are provided in standard formats (CSV, XLSX, or similar). After the 30-day export window, all client data is permanently and irreversibly deleted from VisiSupport's systems. VisiSupport is not responsible for data loss resulting from the client's failure to request an export within this window.

11.5.1 Analytics & Cookies

VisiSupport uses Plausible Analytics on its website — a privacy-first, cookieless analytics tool that collects no personal data and sets no cookies. No cookie consent is required for this analytics tool. A full description of cookies used by VisiSupport, including strictly necessary platform cookies and Cloudflare security cookies, is available in the Cookie Policy.

11.6 Security

VisiSupport implements industry-standard technical and organisational security measures to protect client data, including but not limited to: encrypted data transmission (SSL/TLS), access control and authentication mechanisms, regular security patching, and isolated client environments. Clients are responsible for maintaining the security of their own login credentials and for promptly notifying VisiSupport of any suspected unauthorised access.

12. Intellectual Property

All intellectual property matters relating specifically to graphic design and creative works are governed in detail by Section 5.4. This section covers intellectual property in the broader context of all VisiSupport services.

12.1 VisiSupport Platform & Tools

VisiSupport retains full and exclusive ownership of: the platform infrastructure; all custom modules, applications and tools developed by or for VisiSupport; all templates, designs and code that are not specifically commissioned and paid for by a client; and all VisiSupport branding, trademarks and marketing materials. These are protected under Belgian and EU copyright law, trade secret law, and where applicable, database rights (sui generis).

Subscribing to a VisiSupport plan grants the client a non-exclusive, non-transferable, revocable licence to use the platform for the duration of the subscription. This licence does not include the right to copy, reproduce, reverse-engineer, decompile, distribute or create derivative works from any part of the VisiSupport platform.

12.2 Client-Commissioned Work

Custom deliverables specifically commissioned and fully paid for by the client — such as bespoke websites, unique design files, or custom software modules developed exclusively for that client — have their economic rights transferred to the client upon receipt of full payment, to the extent and scope defined in the project agreement.

As stated in Section 5.4.2, moral rights always remain with the creator and cannot be transferred under Belgian law, regardless of payment or contract terms. Until full payment is received, all created materials remain the property of VisiSupport and may not be used in any form by the client.

12.3 Client-Provided Materials

The client retains full ownership of all materials they provide to VisiSupport (logos, images, text, data, trademarks, etc.) and grants VisiSupport a limited, non-exclusive licence to use those materials solely for the purpose of delivering the contracted services. This licence expires upon completion or termination of the engagement.

The client warrants that: (a) they are the rightful owner of all provided materials or hold all necessary licences; (b) the use of such materials by VisiSupport for the contracted purpose does not infringe any third-party rights. The client indemnifies VisiSupport in full against any third-party intellectual property claim arising from client-supplied materials.

12.4 Infringement

Any unauthorised reproduction, modification, distribution, or use of VisiSupport's intellectual property — including platform code, design work, modules, branding or creative outputs — constitutes a violation of Belgian and EU copyright law and may give rise to civil and/or criminal liability. VisiSupport reserves all rights to pursue remedies including injunctive relief, damages and compensation for lost profits.

13. Limitation of Liability

13.1 Cap on Liability

To the maximum extent permitted by applicable law, VisiSupport's total aggregate liability to the client arising from or in connection with any single event or series of related events under these Terms shall not exceed the total fees paid by the client to VisiSupport in the three calendar months immediately preceding the event giving rise to the claim.

13.2 Excluded Losses

VisiSupport shall not be liable, under any circumstances, for:

• Loss of actual or anticipated revenue, profits, business or contracts
• Loss of anticipated savings or business opportunities
• Loss of data resulting from the client's own actions, failures to back up, or force majeure events
• Indirect, consequential or punitive damages of any kind
• Failures of third-party services (payment processors, domain registrars, internet service providers, cloud infrastructure providers, etc.)
• Downtime caused by DDoS attacks, natural disasters, government actions, pandemics or other events beyond VisiSupport's reasonable control

14a. Official Communication

All legally binding communications between VisiSupport and the client — including project approvals, cancellations, complaints, payment disputes, scope changes and any notice required under these Terms — must be made in writing via email.

• The official communication address for VisiSupport is [email protected]. Communications sent to any other address are not guaranteed to be received or actioned.
• The client's official communication address is the email registered on their account or stated in the Service Agreement. It is the client's responsibility to keep this address up to date.
• Communications made via telephone, WhatsApp, social media, in-person conversation or any other informal channel are not legally binding and do not constitute a formal notice, approval, cancellation or agreement under these Terms — unless they are subsequently confirmed in writing by email by both parties.
• An email is deemed received on the business day it is sent, provided no delivery failure notification is received. VisiSupport recommends that clients retain copies of all email correspondence related to their services.

14b. Electronic Signatures & Digital Acceptance

The parties agree that electronic signatures and digital forms of acceptance have full legal validity under Belgian law (Law of 11 March 2003 on information society services, and the eIDAS Regulation (EU) 910/2014).

• Clicking an "I accept" button, ticking a checkbox confirming acceptance of these Terms, or sending a written email confirmation constitutes a legally valid and binding acceptance equivalent to a handwritten signature.
• Digitally signed contracts (via DocuSign, Adobe Sign or equivalent) are fully binding.
• VisiSupport maintains records of digital acceptances, including timestamps and IP addresses where technically available, which may be used as evidence in the event of a dispute.

14c. Language of the Contract

These Terms are drafted in English, which is the governing language of all contractual relationships with VisiSupport. In the event that these Terms are translated into French, Dutch, Albanian or any other language for the client's convenience, the English version shall prevail in all cases of conflict, ambiguity or discrepancy between versions.

Where Belgian law requires that a consumer contract be provided in the language of the consumer's region (Brussels-Capital Region: French or Dutch; Wallonia: French; Flanders: Dutch), VisiSupport will provide the relevant language version on request. The English version remains the legally authoritative text.

14d. Confidentiality

Both VisiSupport and the client may, in the course of their engagement, have access to confidential information belonging to the other party. "Confidential information" means any non-public information disclosed in connection with the services, including but not limited to: business strategies, pricing, technical specifications, client data, project details, financial information and any information marked as confidential.

• Each party agrees to keep the other party's confidential information strictly confidential and not to disclose it to any third party without prior written consent, except as required by law or judicial order.
• Confidential information may only be used for the purpose of delivering or receiving the contracted services.
• This obligation of confidentiality remains in force for a period of 3 years after the termination of the engagement between the parties.
• The following are not considered confidential: information that is or becomes publicly available through no fault of the receiving party; information already known to the receiving party before disclosure; information independently developed without reference to the disclosing party's information.

14e. Subcontracting

VisiSupport may engage qualified subcontractors, freelancers or specialist partners to assist in the delivery of certain services — particularly in the areas of graphic design, print production, IT infrastructure, software development and digital marketing.

• VisiSupport remains fully responsible to the client for the quality and delivery of all services, regardless of whether a subcontractor is involved. The client's contractual relationship is always with VisiSupport, not with any subcontractor.
• Subcontractors engaged by VisiSupport are bound by confidentiality obligations at least equivalent to those in Section 14d.
• VisiSupport will not disclose the client's identity or confidential project information to a subcontractor beyond what is strictly necessary for the delivery of the service.
• The client may not contact, instruct or engage any VisiSupport subcontractor directly in connection with a VisiSupport project without VisiSupport's prior written consent.

14f. Non-Solicitation

During the term of any active service agreement with VisiSupport, and for a period of 12 months after its termination, the client agrees not to:

• Directly or indirectly solicit, recruit, hire or engage any current employee, contractor, developer, designer or other team member of VisiSupport who was involved in delivering services to the client.
• Encourage or assist any third party to do the same.

A breach of this clause entitles VisiSupport to claim a fixed compensation of €10,000 per person solicited, in addition to any further damages that can be demonstrated. This amount represents a genuine pre-estimate of the recruitment, training and knowledge-transfer costs caused by such solicitation, and is not a penalty.

14g. Force Majeure

VisiSupport shall not be liable for any failure or delay in performing its obligations under these Terms if such failure or delay is caused by circumstances beyond VisiSupport's reasonable control ("Force Majeure Event").

Force Majeure Events include, but are not limited to:

• Natural disasters (floods, earthquakes, storms, fire)
• Pandemics, epidemics or public health emergencies declared by competent authorities
• Acts of war, terrorism, civil unrest or government action
• Nationwide or widespread internet outages, power grid failures or disruptions to critical infrastructure
• Cyberattacks, DDoS attacks or other malicious acts targeting VisiSupport's infrastructure or that of its upstream providers
• Strikes or labour disputes affecting VisiSupport's supply chain (not internal to VisiSupport)
• Failures of third-party cloud infrastructure, DNS providers, payment processors or telecommunications providers

In the event of a Force Majeure Event:

• VisiSupport will notify the client as soon as reasonably practicable, describing the nature of the event and its anticipated impact on service delivery.
• VisiSupport's obligations are suspended for the duration of the Force Majeure Event. Deadlines and SLA commitments are extended by the duration of the disruption.
• If a Force Majeure Event persists for more than 30 consecutive days, either party may terminate the affected service by giving written notice. In such case, VisiSupport will refund any prepaid fees for the period during which the service was not delivered.

14. Amendments, Governing Law & Disputes

14.1 Amendments to These Terms

VisiSupport reserves the right to revise these Terms at any time. The updated Terms will be published on the VisiSupport website and clients will be notified by email at least 14 days before the changes take effect. If a client objects to the revised Terms, they must notify VisiSupport in writing before the effective date; continued use of services after that date constitutes acceptance.

14.2 Entire Agreement

These Terms, together with any Service Agreement, project quote or other written agreement signed between VisiSupport and the client, constitute the entire agreement between the parties and supersede all prior negotiations, representations or agreements relating to the subject matter herein.

14.3 Severability

If any provision of these Terms is found to be invalid, illegal or unenforceable by a competent authority, that provision shall be deemed modified to the minimum extent necessary to make it enforceable, and the remaining provisions shall continue in full force and effect.

14.4 Governing Law

These Terms and all contractual relationships between VisiSupport and its clients are governed exclusively by Belgian law, without regard to conflict-of-law principles.

14.5 Dispute Resolution

In the event of a dispute, both parties agree to first attempt resolution through direct negotiation in good faith. If the dispute is not resolved within 15 calendar days of written notification, the parties agree to submit the matter to mediation. If mediation fails within 30 days, all disputes shall be resolved exclusively by the competent courts of Brussels, Belgium.

15. Consumer Rights (B2C) — Additional Protections

This section applies exclusively to Consumer Clients as defined in Section 1.2 — individuals who purchase VisiSupport services for personal, private or non-professional purposes. The rights described below are granted by Belgian and EU consumer protection law and cannot be waived by contract. Where this section conflicts with any other section of these Terms, this section prevails for Consumer Clients.

15.1 Pre-Contractual Information

Before entering into any distance or off-premises contract, VisiSupport will provide the Consumer Client with clear, legible information including:

• The full identity and contact details of VisiSupport
• A description of the service, product or subscription being purchased
• The total price inclusive of all taxes and fees, or the basis on which the price will be calculated
• The duration of the contract and the conditions for renewal or termination
• Information on the right of withdrawal (see Section 15.2) and, where applicable, the conditions under which it does not apply
• The existence of legal guarantees and after-sales service

15.2 Right of Withdrawal (Herroepingsrecht / Droit de rétractation)

Consumer Clients who enter into a distance contract (concluded entirely online, by phone, or by correspondence, without physical presence) have the right to withdraw from the contract without reason within 14 calendar days of the conclusion of the contract for services, or 14 calendar days from the date of receipt for physical products.

To exercise the right of withdrawal, the Consumer Client must notify VisiSupport before the 14-day deadline expires, using one of the following methods:

• Email to [email protected] with a clear statement of the decision to withdraw
• Use of the standard withdrawal form (available on request)

Upon valid withdrawal:

• VisiSupport will reimburse all payments received from the Consumer Client, without undue delay and no later than 14 days after receiving the withdrawal notice.
• Reimbursement is made using the same payment method used for the original transaction, unless the consumer expressly agrees to a different method.

15.3 Exceptions to the Right of Withdrawal

The right of withdrawal does not apply in the following cases:

• Digital services or content fully performed before the 14-day period ends, where performance began with the consumer's prior express consent and acknowledgement that the right of withdrawal is thereby lost. VisiSupport will request this consent explicitly at the time of ordering.
• Custom or personalised products (e.g. printed items, bespoke design work) that were produced specifically to the consumer's specifications and cannot be returned due to their personalised nature.
• Services that have been fully completed during the withdrawal period, with the consumer's prior express consent and acknowledgement of the loss of the right of withdrawal upon completion.
• Products that have been unsealed after delivery and cannot be returned for hygiene or health reasons.

15.4 Conformity & Legal Guarantee

Consumer Clients benefit from the legal guarantee of conformity as provided by Belgian law (Book VI and Book VII of the Code of Economic Law). VisiSupport guarantees that all services and products conform to the description and specifications agreed at the time of purchase.

• For physical goods: a minimum 2-year legal guarantee applies from the date of delivery.
• For digital services and content: VisiSupport guarantees conformity for the duration of the subscription or contract.
• If a non-conformity is discovered, the consumer must notify VisiSupport as soon as reasonably possible. VisiSupport will first attempt to remedy the non-conformity by repair or replacement at no cost to the consumer. If repair or replacement is impossible or disproportionate, the consumer is entitled to a price reduction or refund.

15.5 Pricing Transparency

All prices communicated to Consumer Clients are inclusive of VAT and all applicable taxes, unless clearly and prominently stated otherwise. Any additional costs (delivery, installation, etc.) are communicated before the order is confirmed. Consumer Clients will never be charged for amounts they did not explicitly agree to.

15.6 Automatic Renewals

Where a Consumer Client's subscription renews automatically, VisiSupport will send a reminder by email at least 14 days before the renewal date, stating the renewal date, the renewal price, and the steps required to cancel. This reminder gives the consumer sufficient time to cancel before the next billing cycle begins.

15.7 Complaints & Out-of-Court Dispute Resolution

Consumer Clients who have a complaint are encouraged to contact VisiSupport first at [email protected]. VisiSupport will acknowledge the complaint within 5 business days and aim to resolve it within 15 business days.

If the complaint cannot be resolved directly with VisiSupport, Consumer Clients have the right to submit their dispute to the Belgian Consumer Mediation Service (Service de Médiation pour le Consommateur / Consumentenombudsdienst), the independent out-of-court dispute resolution body for consumer disputes in Belgium:

Use of the mediation service is voluntary. It does not affect the consumer's right to bring proceedings before a competent Belgian court.

15.8 Unfair Contract Terms

VisiSupport acknowledges that, under Belgian consumer law, any clause in a contract with a Consumer Client that creates a significant imbalance between the parties' rights and obligations to the detriment of the consumer is null and void. The remainder of the contract remains valid. VisiSupport does not intentionally include such clauses, and consumers are invited to raise any concerns regarding specific clauses with VisiSupport directly.