General terms and conditions

Who are we talking about?

• GrafiStore B.V.: that’s us, the company providing these terms, hereinafter: we/us/our.
• Client: that’s you, our business customer entering into an agreement with GrafiStore B.V.
• Subscription: a recurring, periodic licence or service (for example a monthly or yearly software licence).
• SMA: Software Maintenance Agreement — the annual maintenance agreement that grants entitlement to updates, upgrades and support.
• Data-processing agreement: the agreement in which we record how we process personal data when we do so on your behalf.

When do these terms apply?

These terms apply to all our services, products and agreements. They apply exclusively between GrafiStore and business clients; consumers are explicitly excluded.

If we agree on something different together, we’ll record that in writing.

Any purchase or general terms of the Client are expressly not applicable, even where a document references them.

These terms are available at grafistore.com/en/terms-and-conditions and will be sent by email on request.

Quotes and agreements

Our quotes are valid for 14 days, unless we agree otherwise.

Quotes are non-binding until you accept them (by email, via our portal or in writing).

Prices are listed excluding VAT, unless we clearly state otherwise.

Once you accept, the agreement is binding: we deliver as promised, you provide cooperation and pay within the agreed term.

Delivery of products and services

Software licences are delivered digitally, usually by email or via a download link.

Services are carried out according to the agreement and invoiced per hour, half-day or day — in advance, partially, or afterwards, depending on what we agreed.

Our goal is clear agreements, so you won’t face unexpected costs.

Delivery times

Delivery times and deadlines are specified in the quote or agreement.

We do our best to deliver on time. If delays occur, we’ll inform you right away.

Delays do not give rise to a right to compensation, unless we also fail to deliver after a written notice of default with a reasonable additional period.

Third-party software

If we supply software not developed by us, the supplier’s terms and conditions apply, including its SMA provisions. These prevail within their scope.

Issues with that software are the supplier’s responsibility, but we are happy to help find a solution.

If we develop software for you ourselves, we will fix problems or malfunctions within a reasonable timeframe.

Intellectual property

All software, code, scripts and digital solutions we create remain our property, unless we agree otherwise in writing.

For software we deliver or develop for you we grant a non-exclusive, non-transferable right of use, which ends upon termination of the agreement.

Working files, source code and intermediate documents created during custom development remain the property of GrafiStore, unless agreed otherwise in writing.

In the event of a takeover or merger of the Client, the right of use remains in force provided GrafiStore is notified in writing in advance.

You may not resell, modify or use our solutions in ways other than agreed. If you do, we may hold you liable for damages, though we prefer to avoid such situations.

Bankruptcy

If GrafiStore goes bankrupt, the cooperation ends. Standalone licences that do not depend on GrafiStore infrastructure will in principle continue to function to the extent technically possible — we cannot, however, guarantee continuity, support or access to infrastructure.

If you would like source-code escrow as additional security, we can arrange this separately via a Stichting Escrow or comparable party.

If you go bankrupt, we may terminate the agreement immediately, without refund or compensation.

Force majeure

Sometimes unforeseen circumstances prevent us from delivering (e.g. illness, power outage, supplier issues). This is considered force majeure.

During such periods, both our obligations and yours are suspended. If it lasts longer than three months, either party may end the agreement without liability.

Work already completed may still be invoiced.

Responsibility & liability

You are responsible for your own IT environment, hardware and backups.

Our liability for direct damage is, per event (or series of related events), limited to the amount you paid to GrafiStore under the relevant agreement in the twelve months preceding the damaging event, with a maximum of €50,000.

Liability for indirect damage — including loss of profit, missed savings, data loss, consequential damage and reputational damage — is excluded.

These limitations do not apply in the event of intent or wilful recklessness on the part of GrafiStore or its management, nor to damage for which mandatory law provides for liability (such as product liability).

Prices

For manifest errors in pricing — for example a price that is obviously too low — we may correct the price within a reasonable period, even after acceptance. In such cases you may cancel the agreement.

Prices may be adjusted annually, for example due to indexation or supplier increases.

Payments

Payment terms are specified in the quote or on the invoice (usually: in advance, 14 or 30 days). In the absence of a stated term, a payment period of 30 days from the invoice date applies.

If payment is not made on time, you are in default without further notice. From the due date onward, the statutory commercial interest (art. 6:119a Dutch Civil Code) is due.

Extrajudicial collection costs are charged in accordance with the Dutch Decree on compensation for extrajudicial collection costs (Besluit BIK).

GrafiStore is entitled to suspend access to subscriptions and services in case of continued default, after a reasonable reminder period.

Confidentiality

What you share with us stays with us. We do not disclose confidential information unless you give your prior written consent.

We expect the same from you.

The confidentiality obligation applies during the cooperation and remains in force for three years after termination of the last agreement.

If desired, we’ll gladly sign a separate non-disclosure agreement.

Privacy

How we handle personal data is set out in our privacy statement. Where we act as processor on your behalf (for example, when handling project data), the provisions of the Data Processing Agreement we sign with you apply in addition.

Subscriptions and SMA

For subscription products — such as monthly or yearly software licences — the renewal and cancellation terms of the underlying software vendor (for example Enfocus or Callas) apply. The specific terms are shown at point of sale and stated on the invoice.

Permanent software licences are typically tied to a mandatory annual SMA. The SMA grants entitlement to updates, upgrades and support. If the SMA is not renewed in time, your existing licence continues to function, but the entitlement to new versions and to support lapses.

Annual SMA price indexation follows the rate set by the software vendor.

Acceptance of custom work

For custom development, delivery is deemed accepted as soon as you give written approval, or in any event 14 calendar days after delivery without a written notification of substantial defects.

Change requests after acceptance are invoiced as additional work at the then-current hourly rates.

Changes

Sometimes we update these terms. We announce material changes at least 30 days in advance.

If you disagree with a change, you may terminate the relevant agreement before the effective date of the new terms.

Severability

If any provision of these terms proves null or voidable, the remainder of the terms remains fully in force. The invalid provision shall be replaced by a valid provision of comparable intent.

Governing law and disputes

All our agreements are governed exclusively by Dutch law.

Disputes shall be submitted exclusively to the competent court of the Rechtbank Overijssel, location Almelo.

These terms have been drawn up in Dutch and translated into English. In case of any difference between the versions, the Dutch text prevails.

Version 2.0 — effective date 1 June 2026