Purchase Conditions

2.1. Placing an Order

To place an order:

• Select your desired service package from our Pricing page
• Click "Initialize Plan" or "Request Access"
• Complete the order form with accurate information
• Review the order summary and total price (including VAT if applicable)
• Accept these Purchase Conditions and our Terms of Service
• Submit payment via your chosen method

2.2. Order Confirmation

By placing an order, you are making an offer to purchase our services. A binding contract is formed when:

• We send you a formal "Order Confirmation" email, OR
• The service is provisioned to your account, OR
• We begin implementation work on your behalf

Whichever occurs first constitutes acceptance of your offer.

2.3. Order Acknowledgment

You will receive an automated "Order Received" email immediately after payment. This is NOT an order confirmation - it is merely an acknowledgment that we received your order.

2.4. Right to Refuse Orders

We reserve the right to decline any order for any reason, including:

• Failed credit or fraud checks
• Suspicion of fraudulent activity
• Inability to verify your identity (for enterprise tiers)
• Violation of our Acceptable Use Policy
• Sanctions or embargoes applicable to your jurisdiction
• Technical inability to deliver the service

If we decline your order, we will refund your payment in full within 10 business days.

2.5. Order Cancellation by Customer

You may cancel your order:

• Within 24 hours of payment: Full refund minus payment processing fees (2.9% + €0.30)
• After 24 hours but before work begins: Refund minus 10% administrative fee
• After work has begun: No refund (see Refund Policy)

3.1. Currency

All prices are displayed in Euros (EUR) unless otherwise stated. If you pay in a different currency, your bank or payment provider will apply their exchange rate.

3.3. Price Changes

Prices are subject to change without notice. However:

• The price you pay is the price displayed at the time of order placement
• Price changes do not affect orders already placed
• For ongoing contracts, we will notify you 30 days before any price increase

3.4. Price Errors

Despite our best efforts, pricing errors may occur. If a service's correct price is higher than the stated price:

• We will contact you before processing the order
• You may choose to pay the correct price or cancel the order
• If you choose to cancel, we will refund your payment in full

If the correct price is lower, we will charge you the lower price and refund the difference.

3.5. Invoicing

You will receive a VAT-compliant invoice:

• Via email within 24 hours of payment
• Available for download in your Client Portal
• Invoices are stored for 10 years (legal requirement)
• Invoices include: Company details, VAT ID, itemized charges, payment method

4.1. Payment Processing

All card payments are processed through Stripe, Inc., a PCI DSS Level 1 certified payment processor.

• We do NOT store your full card number
• Card data is encrypted in transit and at rest
• 3D Secure authentication may be required for fraud prevention

4.2. Payment Failure

If your payment fails:

• You will receive an email notification
• Your order will be held for 48 hours
• You can retry payment via your Client Portal
• After 48 hours, the order will be automatically cancelled

5.1. Why We Use Stripe

We partner with Stripe for payment processing because:

• Security: PCI DSS Level 1 certified (highest security standard)
• Compliance: Meets EU Strong Customer Authentication (SCA) requirements
• Fraud Prevention: Advanced machine learning fraud detection
• Global Coverage: Supports 135+ currencies and payment methods

5.2. How Stripe Processes Your Payment

When you make a payment:

• You are redirected to Stripe's secure checkout page
• Your payment information is transmitted directly to Stripe (not through our servers)
• Stripe encrypts and processes your payment
• We receive only a transaction ID and payment confirmation
• Your card details are tokenized and stored securely by Stripe

5.3. Stripe's Terms and Policies

By making a payment, you also agree to:

• Stripe's Terms of Service: stripe.com/legal
• Stripe's Privacy Policy: stripe.com/privacy

5.4. Strong Customer Authentication (SCA)

For EU/UK customers, Stripe may require 3D Secure authentication:

• You will be redirected to your bank's authentication page
• You may need to enter a one-time code sent via SMS
• Or use your banking app to approve the transaction
• This is required by EU Payment Services Directive 2 (PSD2)

5.5. Stripe Fees

Stripe charges processing fees:

• EU cards: 1.4% + €0.25 per transaction
• UK cards: 1.4% + £0.20 per transaction
• Non-EU cards: 2.9% + €0.30 per transaction

These fees are included in our pricing. You pay the displayed price with no hidden charges.

6.1. Delivery Timeline

• Digital Materials: Instant delivery via email (frameworks, reports, credentials)
• Implementation Work: Begins within 24 business hours of payment
• Dedicated Infrastructure: Provisioned within 48-72 hours
• Custom Hardware: 5-10 business days for physical installation

6.2. Delivery Method

Services are delivered via:

• Secure email to the address provided during checkout
• Client Portal (credentials and access links)
• Encrypted file transfer for sensitive materials
• Physical shipment for hardware (YubiKeys, servers)

6.3. Delivery Confirmation

You will receive:

• Email confirmation when services are delivered
• Access credentials (if applicable)
• Implementation guide and documentation
• Support contact information

6.4. Delayed Delivery

If we cannot deliver within the stated timeframe:

• We will notify you via email with an updated timeline
• You may request a refund if delay exceeds 30 days
• Force Majeure events may extend delivery times (see Section 11)

7.1. Encryption

All payment data is encrypted:

• In Transit: TLS 1.3 encryption (256-bit)
• At Rest: AES-256 encryption
• Card Tokenization: Full card numbers replaced with secure tokens

7.2. What We Store

We store only:

• Last 4 digits of your card number
• Card brand (Visa, Mastercard, etc.)
• Expiration month/year
• Transaction ID and payment status

We do NOT store: Full card number, CVV/CVC code, or PIN

7.3. Secure Checkout

Our checkout process includes:

• SSL/TLS certificate verification
• HTTPS-only connections
• CSRF protection tokens
• Rate limiting to prevent brute force attacks

8.1. Fraud Detection

We use Stripe Radar (machine learning fraud detection) to analyze:

• IP address and geolocation
• Billing address vs. shipping address mismatch
• Card issuer country vs. customer location
• Velocity checks (multiple attempts in short time)
• Device fingerprinting
• Historical fraud patterns

8.2. High-Risk Orders

If a transaction is flagged as "High Risk":

• The order will be held for manual review (up to 24 hours)
• We may request additional verification documents
• You may be asked to provide proof of card ownership
• We may contact you via phone or email

8.3. Verification Documents

We may request:

• Photo ID (passport, driver's license)
• Bank statement showing the card used
• Utility bill matching billing address
• Selfie holding ID (for high-value orders)

All documents are handled securely and deleted after verification.

8.4. Fraudulent Orders

If we determine an order is fraudulent:

• The order will be cancelled immediately
• Payment will be refunded (if already processed)
• Your account will be permanently banned
• We will report the incident to fraud prevention databases
• We may report to law enforcement if applicable

9.1. Service Quality Warranty

We warrant that our services will:

• Be performed with reasonable care and skill
• Match the description provided on our website
• Be fit for the purpose communicated to us
• Comply with applicable laws and regulations

9.2. Uptime Guarantee

We guarantee 99.9% uptime for core infrastructure services:

• If uptime falls below 99.9%, you are eligible for service credits
• See our Service Level Agreement for credit calculation
• Scheduled maintenance is excluded from uptime calculation

9.3. Warranty Exclusions

Our warranty does NOT cover:

• Issues caused by your misuse or negligence
• Compatibility with third-party software not specified
• Performance issues caused by your infrastructure
• Force Majeure events beyond our control

9.4. Warranty Period

Warranties apply for:

• Implementation Work: 90 days from delivery
• Hardware: Manufacturer's warranty (typically 1-3 years)
• Ongoing Services: Duration of the service contract

10.1. Digital Services

Digital services (Tier I, II, III, Elite) are non-returnable once delivered because:

• Services are delivered instantly and cannot be "returned"
• Implementation work begins immediately
• You waive your right to withdrawal under EU Consumer Rights Directive Article 16(m)

10.2. Physical Hardware

Hardware (YubiKeys, servers) may be returned:

• Within 14 days of delivery (EU Consumer Rights)
• Item must be unused and in original packaging
• You pay return shipping costs
• Refund issued within 14 days of receiving returned item
• Restocking fee: 15% of purchase price

10.3. Refund Eligibility

Refunds are granted only in specific circumstances:

• Service non-delivery within 30 days
• Material breach by us (see Refund Policy)
• Fraudulent charges
• Duplicate charges

See our Refund & Cancellation Policy for full details.

11.1. UK Consumer Rights Act 2015

Under the Consumer Rights Act 2015, you have the right to:

• Services performed with reasonable care and skill
• Services matching the description provided
• Services delivered within a reasonable time
• Prices clearly stated before purchase

11.2. EU Consumer Rights Directive

For EU customers, under Directive 2011/83/EU:

• Right to Information: Clear pre-contractual information provided
• 14-Day Withdrawal: Waived for digital content delivered immediately (Article 16(m))
• Price Transparency: Total price including VAT displayed before purchase

11.3. Distance Selling Regulations

We comply with distance selling regulations:

• Written confirmation of contract terms
• Clear cancellation and refund policies
• Secure payment processing
• Transparent pricing with no hidden fees

11.4. Governing Law

These Purchase Conditions are governed by:

• Applicable Law: Laws of England and Wales
• Jurisdiction: Courts of London, England
• Language: English (authoritative version)

11.5. Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control:

• Natural disasters (earthquakes, floods, pandemics)
• War, terrorism, civil unrest
• Government actions, sanctions, embargoes
• Infrastructure failures (internet outages, power failures)
• Cyberattacks, DDoS attacks