1.Introductory provisions
- 1.1 These general terms and conditions (hereinafter the "Terms") govern the rights and obligations of ZOXIO s.r.o., with its registered office at Průběžná 6178/2, 708 00 Ostrava, Czech Republic, Company ID: 23468866, VAT No.: CZ23468866, registered in the relevant public register (hereinafter the "provider"), and of its customers in the provision of services.
- 1.2 These Terms form an integral part of every contract concluded between the provider and the customer, unless agreed otherwise in writing.
- 1.3 The customer may be a natural person, a self-employed person or a legal entity. Where the customer is a natural person who concludes a contract with the provider outside the scope of their business activity or of their independent exercise of a profession, they are regarded as a consumer.
- 1.4 The provider provides in particular services in the area of hosting, server services, web hosting, e-mail hosting, domain registration and administration, website and application development, infrastructure management, cloud and related digital services.
- 1.5 The current range of services, their parameters and prices are stated on the provider's website, in the customer administration or in an individual price quotation.
2.Definition of basic terms
- 2.1 Service – any service provided by the provider, in particular hosting, server, cloud, e-mail, domain, development, consulting or administration services.
- 2.2 Customer administration – the online user interface intended for managing services, orders, invoicing, credit and communication with the provider.
- 2.3 Order – an act of the customer aimed at concluding a contract for the provision of a specific service.
- 2.4 Contract – the contractual relationship between the provider and the customer created in accordance with these Terms.
- 2.5 Credit – a prepaid monetary value recorded in the customer's administration and intended for paying for the provider's services.
- 2.6 Price list – an overview of the prices of the provider's services published on the provider's website, in the customer administration or in an individual quotation.
- 2.7 Fault – a state in which the service is not functional or deviates from the agreed parameters for reasons on the provider's side.
- 2.8 Maintenance – a planned or extraordinary technical intervention in the provider's infrastructure or software that may temporarily limit the availability of the service.
- 2.9 Domain – a domain name registered or managed through the provider. For .cz domains, the rules of the .cz ccTLD administrator, i.e. CZ.NIC, also apply.
- 2.10 Ticket – a request or notification from the customer recorded in the provider's technical support system.
3.Conclusion of the contract
- 3.1 The contractual relationship between the customer and the provider is created:
- by confirmation of the order by the provider,
- by activation of the ordered service, or
- by payment of the price of the service or by drawing credit for the service,
- 3.2 By submitting an order, the customer confirms that they have read these Terms and agree with them.
- 3.3 Before activating a service, the provider is entitled to verify the customer's identity or the accuracy of the details provided, in particular where this is necessary for security, operational or legal reasons.
- 3.4 The provider is not obliged to conclude a contract, in particular if:
- the customer provides untrue or incomplete information,
- the customer has breached their obligations towards the provider in the past,
- there is reasonable suspicion of misuse of the service or of an unlawful purpose of the order.
4.Subject and scope of services
- 4.1 The provider undertakes to provide the customer with the ordered services to the extent agreed in the contract, the order, the price list or the specification of the particular service.
- 4.2 Unless expressly stated otherwise, all services are provided as standardized shared services or as individually configured services according to the parameters stated when ordering.
- 4.3 The provider is entitled to change the technical solution of a service to a reasonable extent, provided this does not worsen the agreed parameters of the service or the customer's rights.
- 4.4 Where a service includes the provision of digital content or a digital service, the relevant provisions of the Civil Code on digital performance also apply to that relationship.
5.Price of services and payment terms
- 5.1 The prices of services are governed by the provider's valid price list, unless an individual price has been agreed.
- 5.2 Unless stated otherwise, prices are quoted excluding VAT; when completing an order, the price including VAT is always shown as well (in the order summary).
- 5.3 Services are generally paid for in advance, namely:
- by a one-off payment,
- by a regular payment for the billing period, or
- by drawing on credit.
- 5.4 The provider is entitled to activate, renew or restore a service only after the relevant payment has been credited or once there is a sufficient credit balance.
- 5.5 The tax document is issued to the customer in electronic form and made available in the customer administration or sent to their contact e-mail.
- 5.6 If the customer is in default with payment, the provider is entitled not to activate, or to restrict, suspend or terminate the service.
6.Credit
- 6.1 Credit represents the customer's prepaid financial balance intended exclusively for paying for the provider's services.
- 6.2 Topping up credit does not in itself activate a specific service; credit is only a means of payment within the provider's system.
- 6.3 Credit is drawn automatically to pay for services that the customer has active and set to be paid from credit.
- 6.4 Unless stated otherwise for a specific promotion, bonus or individual agreement, bonus, promotional or ordinarily topped-up credit cannot be exchanged for money.
- 6.5 The provider recommends that the customer monitor their credit balance. If the credit falls below the amount needed to renew a service, the service may be suspended or terminated.
- 6.6 The refund regime for unused credit is governed by law, by the nature of the case and by these Terms. In the case of consumers, the rights granted to them by law cannot be excluded.
7.Duration of services and their renewal
- 7.1 Services may be agreed for a definite or an indefinite period, according to the specification of the particular service.
- 7.2 Where a service is provided for a definite period, it may be renewed for a further billing period automatically or manually once the price has been paid.
- 7.3 If a service is not paid for on time or there is insufficient credit available, the provider is not obliged to renew it.
- 7.4 After the agreed period expires, a service may be suspended, made inaccessible, deleted or otherwise terminated, including the related data, unless the special conditions of the particular service provide otherwise.
8.Rights and obligations of the customer
- 8.1 The customer is obliged to:
- provide truthful, complete and up-to-date information,
- protect their access credentials to the customer administration and other services,
- use the services in accordance with the law, good morals and these Terms,
- ensure that the content, data, software and manner of use of the service do not infringe the rights of third parties,
- carry out adequate backups of their data, unless backups are expressly part of the ordered service.
- 8.2 The customer must not, in particular:
- use the services for unlawful activity,
- send unsolicited commercial communications or malicious software,
- interfere without authorization with the systems of the provider or of third parties,
- overload the provider's infrastructure beyond normal or agreed use,
- store or distribute content whose possession or distribution is unlawful.
- 8.3 The customer is responsible for the content of all data, applications, e-mails, websites and other materials operated through the provider's services.
- 8.4 The customer acknowledges that some services may be subject to further technical or operational rules stated for the particular service.
9.Rights and obligations of the provider
- 9.1 The provider is obliged to provide the service with professional care and to the extent agreed in the contract.
- 9.2 The provider is entitled to carry out planned maintenance, updates, security measures and other technical measures necessary to keep the services running.
- 9.3 The provider is entitled to temporarily restrict or interrupt the provision of a service where this is necessary:
- because of maintenance or a failure,
- in order to protect the security of the infrastructure,
- in the event of suspected misuse of the service,
- if the customer is in default with payment.
- 9.4 The provider is entitled to call on the customer to remedy a defective state and, if no remedy follows without undue delay, may restrict or terminate the service.
- 9.5 The provider is not liable for the content of the customer's data or for conduct of the customer that is contrary to the law.
10.Service availability, maintenance and faults
- 10.1 The provider strives for the highest possible availability of services; however, unless a special contract or SLA states otherwise, it does not guarantee uninterrupted availability without outages.
- 10.2 The provider is entitled to carry out planned maintenance. Where reasonably possible, it informs customers of planned maintenance in advance.
- 10.3 The customer is obliged to report a fault without undue delay through the designated communication channels.
- 10.4 The provider undertakes to begin resolving a fault within a reasonable time after it is reported and after verifying that the fault is on its side.
- 10.5 The following in particular are not considered a fault:
- an outage announced as maintenance,
- a problem caused by the customer's software, configuration or conduct,
- a problem caused by the intervention of a third party or by force majeure,
- unavailability of third-party services through which the service is partly delivered.
11.Technical support
- 11.1 Technical support is provided to the extent stated for the specific service.
- 11.2 The provider may provide technical support in particular through the ticket system, e-mail, telephone or other designated communication channels.
- 11.3 Technical support covers matters directly related to the service provided. It does not automatically cover application administration, website content, third-party software or individual consultations, unless these are agreed as a separate service.
12.Domains
- 12.1 Where the provider arranges the registration or administration of a domain, it does so as an intermediary or registrar/sub-registrar under the rules of the relevant registration authority.
- 12.2 The customer is responsible for the accuracy of the details provided when registering a domain and for ensuring that the registration and use of the domain does not infringe the rights of third parties.
- 12.3 The provider is not liable for the allocation of a specific domain if the registration is not confirmed by the relevant registry.
- 12.4 In addition to these Terms, the registration and administration of domains is also governed by the rules of the relevant registries and domain zone administrators; for .cz domains, in particular by the rules of CZ.NIC.
- 12.5 If the customer fails to pay for the renewal of a domain on time, the provider is not liable for its expiry, cancellation or registration by a third party.
13.Liability and compensation for damage
- 13.1 The provider is liable for damage only to the extent laid down by law and by these Terms.
- 13.2 The provider is not liable for:
- lost profit, loss of business opportunities or indirect damage,
- loss of data where the customer did not carry out adequate backups, unless backups are expressly agreed as part of the service,
- damage caused by improper use of the service by the customer,
- damage arising as a result of a cyber attack, the conduct of third parties, a connectivity outage or force majeure, where it could not reasonably have been prevented.
- 13.3 Where the customer is a business, it is agreed that the total foreseeable compensation for damage paid by the provider shall not exceed the amount corresponding to the price of the service paid by the customer for the last 3 months before the damage occurred, unless a special contract provides otherwise.
- 13.4 The limitation of liability under this article does not apply in cases where it cannot validly be agreed.
14.Complaints and notification of defects
- 14.1 The customer is entitled to report a defect in the service provided without undue delay after discovering it.
- 14.2 A complaint must contain at least the identification of the customer, identification of the service complained about, a description of the defect and contact details for handling the complaint.
- 14.3 The provider will assess and settle the complaint within a reasonable time corresponding to the nature of the service and the defect reported. For digital content and digital services, the law expressly allows a reasonable period with regard to the nature of the performance and the purpose for which the consumer requested it.
- 14.4 If the complaint is justified, the provider will remedy the defect, grant a reasonable discount or choose another appropriate solution corresponding to the nature of the service and to the law.
- 14.5 For consumers, rights arising from defective performance are governed by the relevant provisions of the Civil Code and the Consumer Protection Act.
15.Suspension and termination of services
- 15.1 The provider is entitled to suspend or terminate a service in particular if:
- the customer breaches these Terms or the law,
- the customer is in default with payment,
- the service is used in a way that endangers the infrastructure of the provider or of third parties,
- the customer fails to remedy a defective state despite being called on to do so.
- 15.2 The customer may terminate a service in the manner stated in the customer administration, in the contract or by agreement with the provider.
- 15.3 Termination of a service does not extinguish the provider's right to payment for services already provided or for other outstanding receivables.
- 15.4 After a service is terminated, the provider may delete the customer's data after a reasonable period, unless the law or a special agreement provides otherwise.
16.Consumers and withdrawal from a distance contract
- 16.1 Where the customer is a consumer and the contract was concluded by distance means, they generally have the right to withdraw from the contract within 14 days, unless the law provides otherwise.
- 16.2 If the service is to be provided before the withdrawal period expires, the provider may only begin performance under the conditions laid down by law, in particular after duly informing the consumer and after their express consent, where such consent is required. For digital content and digital services, such an arrangement must be worded clearly and precisely.
- 16.3 If performance of the service was started at the consumer's express request before the withdrawal period expired, the provider is entitled, where the statutory conditions are met, to payment of a proportionate part of the price for the performance already provided.
- 16.4 The provisions of this article apply only to customers who are consumers.
17.Personal data protection
- 17.1 The provider processes customers' personal data in accordance with applicable law.
- 17.2 Details of the processing of personal data are set out in the separate document "Consent to the processing of personal data" published on the provider's website.
- 17.3 Where the provider acts as a processor of personal data for the customer within certain services, this relationship is governed by a separate contractual arrangement or by the relevant provisions of these Terms and of the law.
18.Delivery and communication
- 18.1 The contracting parties communicate with each other primarily electronically.
- 18.2 The following messages in particular are considered delivered:
- to the customer administration,
- to the customer's contact e-mail,
- through the ticket system.
- 18.3 The customer is obliged to keep their contact details up to date. The customer bears the consequences of failing to do so.
19.Changes to the Terms and the price list
- 19.1 The provider is entitled to amend these Terms to a reasonable extent, in particular in the event of changes in legislation, technology, the business model or the scope of services.
- 19.2 The customer will be informed of any change to the Terms at least 14 days before they take effect, by e-mail, through the customer administration or on the provider's website.
- 19.3 If the customer does not agree with a change to the Terms and the change materially affects them, they may terminate the service concerned before the date on which the change takes effect.
- 19.4 A change to the price list does not affect a period that has already been prepaid, unless expressly stated otherwise for a specific service.
20.Final provisions
- 20.1 The legal relationships between the provider and the customer are governed by the law of the Czech Republic.
- 20.2 Where the customer is a consumer, their rights arising from mandatory legal provisions remain unaffected.
- 20.3 The contracting parties undertake to resolve any disputes primarily amicably.
- 20.4 The body competent for the out-of-court settlement of consumer disputes is the Czech Trade Inspection Authority, with its registered office at Štěpánská 567/15, 120 00 Prague 2, Company ID: 000 20 869, website: adr.coi.cz. The obligation of a business to inform consumers about this option follows from the Consumer Protection Act.
- 20.5 Where the customer is a business, the court with local jurisdiction over disputes is the provider's general court, unless the law precludes this. For consumers, the local jurisdiction of the court is governed by law.
- 20.6 These Terms take effect on 24 March 2026.
In Ostrava, 10 March 2026
ZOXIO s.r.o.
