SERVICE AGREEMENT

concluded in accordance with § 269 para. 2 of Act No. 513/1991 Coll. Commercial Code as amended (hereinafter referred to as "Agreement")

Last updated December 26, 2025

1. CONTRACTING PARTIES

Provider:
Name: Norbert Vígh
Address: Bajč 776, Bajč 946 54, Slovak Republic
Registered in the Trade Register of the District Office Komárno, no. 440-49417
Registration No.: 56301481
Tax ID: 1125013648
Not a VAT payer.
E-mail: craftorea@gmail.com
(hereinafter referred to as "Provider")

Ordering Party:
Natural or legal person – owner of the e-shop
Data provided during registration in the Craftorea platform
(hereinafter referred to as "Ordering Party")

Provider and Ordering Party hereinafter jointly referred to as "Contracting Parties".

2. SUBJECT MATTER OF THE AGREEMENT

2.1 The Provider undertakes to provide the Ordering Party with access to the online software platform Craftorea available at the domain https://www.craftorea.com (hereinafter referred to as "Service").

2.2 The Service is provided in the form of SaaS (Software as a Service) and includes in particular:

creation and operation of e-shop,
product, category and inventory management,
order and customer management,
basic and advanced SEO tools,
technical hosting of e-shop,
integrations and API access (for higher tiers),
sales and traffic statistics,
regular platform updates and security patches,
customer and technical support within the scope of the selected tier.

2.3 Registration, purchase and management of your own internet domain is not part of the Service nor the price of any tier. The Ordering Party is required to secure the domain through a third-party provider at their own expense. The Provider does not provide legal, technical or consulting services related to domain registration or operation, unless expressly agreed otherwise in an individual written agreement.

2.4 The Provider will enable technical connection of the Service to the Ordering Party's domain, however, it is not responsible for the availability, management or technical problems related to the domain or third-party services.

2.5 The Provider does not provide backup of the Ordering Party's data beyond the standard security measures of platform operation. The Ordering Party is responsible for regular backup of their own data and e-shop content if they need an individual backup solution.

3. FORMATION OF THE AGREEMENT

3.1 The Agreement is concluded electronically by registration of the Ordering Party in the Craftorea platform and confirmation of consent to this agreement. Before completing registration, the Ordering Party is required to familiarize themselves with the current version of this agreement and the General Terms and Conditions of the Craftorea platform.

3.2 The Agreement takes effect on the day of creation of the Ordering Party's user account.

3.3 By consenting to this agreement, the Ordering Party confirms that they are authorized to act on behalf of the person they indicate during registration (e.g., company), and that all provided data are truthful and current.

4. TIERS AND PRICING

4.1 The Ordering Party chooses one of the following tiers:

a) Hobby – free tier

price: 0 EUR / month,
intended for testing and beginning sellers,
limited feature set according to the current price list.

b) Growth – paid tier

price: 39 EUR / month or 390 EUR / year,
extended features for active e-shops.

c) Pro – paid tier

price: 99 EUR / month or 990 EUR / year,
extended features, API access and priority support.

4.2 Current prices, feature scope, limits (e.g., number of products, orders, users or API calls) are listed in the price list published on the website https://www.craftorea.com/pricing, which forms an integral part of this agreement.

4.3 Payments for paid tiers are made monthly or annually, based on an invoice issued by the Provider by the last day of the relevant calendar month, with a due date of 14 days.

4.4 The Provider may individually provide the Ordering Party with a discount on the tier at its own discretion.

4.5 Prices are stated without VAT, unless expressly stated otherwise. VAT will be charged in accordance with applicable legal regulations.

4.6 In case of delay by the Ordering Party in payment of the price, the Provider is entitled after the expiration of an additional grace period to restrict or suspend the provision of the Service.

5. RIGHTS AND OBLIGATIONS OF THE PROVIDER

5.1 The Provider undertakes:

to ensure technical operation of the Service and ensure its availability, except in cases of necessary maintenance, updates or circumstances excluding liability (force majeure),
to perform regular updates, maintenance, improvement of Service features and promptly remove detected errors,
to provide technical support according to the selected tier, in a reasonable time and within the scope defined for individual tiers,
to inform the Ordering Party of planned Service outages due to maintenance, improvement, or security measures in reasonable advance,
to alert the Ordering Party to security risks or misuse of the Service that the Provider discovers during operation,
to protect the Ordering Party's data with appropriate technical and organizational measures against loss, misuse or unauthorized access,
to maintain confidentiality of all confidential information and data of the Ordering Party obtained in connection with the provision of the Service,
to respect the Ordering Party's intellectual property and not to interfere unauthorizedly with the content of their e-shop,
to enable the Ordering Party easy access to their own data and their export in accordance with applicable legal regulations,
to fulfill obligations arising from applicable legal regulations, especially in the area of personal data protection and cybersecurity,
to immediately inform the Ordering Party of circumstances that could affect the fulfillment of the agreement or the security of the Service.

5.2 The Provider is entitled:

to temporarily restrict or interrupt the provision of the Service in case of necessary maintenance, error removal, security incidents or other technical reasons,
to temporarily restrict or block the Ordering Party's access to the Service in case of suspicion of serious breach of contractual or legal obligations by the Ordering Party,
to perform anonymized statistics and analyses to improve the functionality and security of the Service, without processing or publishing data in individually identifiable form of the Ordering Party without their express consent,
to update the conditions of Service provision, prices or feature scope while maintaining the information obligation towards the Ordering Party in reasonable time,
to request the Ordering Party's cooperation in clarifying technical problems or incidents related to the provision of the Service.

5.3 The Provider is not responsible for the content of the Ordering Party's e-shop or for their business activities, in particular it is not responsible for the truthfulness, currency and legality of data and content inserted by the Ordering Party into the Service.

6. RIGHTS AND OBLIGATIONS OF THE ORDERING PARTY

6.1 The Ordering Party is required:

to use the Service in accordance with all applicable legal regulations of the Slovak Republic, European Union and all other jurisdictions that their activities may concern,
to provide truthful, accurate and current data during registration, use of the Service and in business and legal communication; in case of their change, to immediately update these data,
to responsibly store, protect and ensure confidentiality of their login credentials to the Service, and it is prohibited to allow access to third parties without the express consent of the Provider,
to bear full legal and material responsibility for the content of the e-shop, products, prices, terms and conditions, sales method, personal data processing as well as published information and offers within the e-shop,
to ensure that their e-shop contains and properly provides all mandatory legal documents and information according to currently applicable legal regulations, especially General Terms and Conditions, privacy policy, complaint procedure, information on withdrawal from contract, information on personal data processing, information on price, delivery, payment options, as well as all other requirements required by relevant legal regulations,
to cooperate with the Provider in clarifying complaints or grievances of third parties or public administration bodies related to the operation of the e-shop,
not to use the Service in a manner that could compromise its security, functionality or the good name of the Provider, or damage the rights of other users,

6.2 The Ordering Party acknowledges that they are exclusively responsible for the content of legal documents and compliance with legal regulations of the Slovak Republic, European Union and possibly the legal order of the country to which they direct their business activities.

6.3 The Ordering Party may not use the Service for:

sale of illegal goods, or goods in violation of legal regulations of the Slovak Republic or EU,
infringement of rights and legitimate interests of third parties, especially violation of copyright, related rights, trademarks, trade names, designs, patents, industrial designs or other intellectual property rights, as well as unauthorized use of trade secrets or disclosure of confidential information without consent of the authorized person,
in violation of the Provider's terms and conditions,
sending spam or harmful content,
any other activities that are harmful, unethical, illegal or could negatively affect the security, functionality, reputation or integrity of the Service or third parties.

6.4 The Ordering Party has the right:

to use the Service within the scope corresponding to the selected tier,
access to their data stored in the Craftorea platform and their export,
technical support provided by the Provider within the scope of the selected tier,
to be informed of substantial changes to the Service or this agreement through the platform or electronic communication,
to withdraw from this agreement in accordance with applicable legal regulations of the Slovak Republic and conditions stated in this agreement, including the right to withdraw from a distance contract within 14 days of its conclusion, if the Ordering Party is a consumer and the law requires it, as well as the right to terminate the agreement under conditions defined in this agreement and legal regulations.

7. LICENSE AND INTELLECTUAL PROPERTY

7.1 The Provider grants the Ordering Party a non-exclusive, non-transferable and time-limited license to use the Service within the scope necessary for its proper use, only during the term of the agreement. This license does not establish the right to sublicense, transfer or otherwise assign the license to a third party without the prior written consent of the Provider.

7.2 Source code, design, technical solutions, know-how, logos, graphic elements, documentation, manuals and all related materials of the Service, including updates and extensions, are the exclusive property of the Provider or its partners. The Ordering Party may not copy, modify, decompile, analyze, reverse engineer, distribute, rent, provide as a service (SaaS), or otherwise make available to third parties these components without the express written consent of the Provider.

7.3 The Ordering Party is the owner of all data they insert into the platform, including content, customer data, business data, etc. The Provider uses this data exclusively for the purpose of providing and managing the Service or fulfilling legal obligations and does not provide them to third parties without the consent of the Ordering Party, except in cases required by legal regulations.

7.4 The Ordering Party may not insert into the Service content that:

violates intellectual property rights of third parties,
is in violation of applicable legal regulations,
contains harmful code, malware or other dangerous software,
does not belong to the Ordering Party or they do not have sufficient authorization for its use within the Service.

7.5 Violation of the conditions of this chapter may be grounds for immediate termination of the license and withdrawal from the agreement by the Provider without the Ordering Party's right to compensation or refund of fees.

8. PERSONAL DATA PROTECTION

8.1 The Provider acts as processor of personal data, the Ordering Party as controller. The Ordering Party is responsible for the lawfulness of obtaining, processing and providing personal data to data subjects.

8.2 Personal data processing is governed by Regulation (EU) 2016/679 of the European Parliament and of the Council on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (GDPR), Act No. 18/2018 Coll. on the protection of personal data and relevant legal regulations of the Slovak Republic, as well as a separate Data Processing Agreement (DPA), which is an integral part of this agreement. The Ordering Party is required to conclude the DPA before inserting personal data into the platform; otherwise the Provider assumes no responsibility for any damages.

8.3 The Provider ensures appropriate technical and organizational measures for the protection of personal data, including encryption, access control, backup and monitoring of security incidents. In case of any data breach, it will immediately inform the Ordering Party.

9. SERVICE AVAILABILITY AND SUPPORT

9.1 The Provider undertakes to make reasonable efforts to ensure Service availability and provides the following SLA (Service Level Agreement) for paid tiers.

9.2 The Provider guarantees monthly Service availability at a minimum level of 99.9% measured per calendar month. Availability is calculated as (total time in month – actual downtime) / total time in month × 100.

9.3 Definition of downtime: Downtime means the time during which the Service is unavailable to most users due to failure of the Provider's infrastructure. This does not include:

planned maintenance announced in advance,
failures caused by the Ordering Party or their configuration,
third-party failures (e.g., domain provider, payment gateways),
force majeure events.

9.4 The Provider will, if possible, announce planned maintenance at least 48 hours in advance and perform it during usually less busy hours (e.g., 00:00–05:00 CET). Planned maintenance is not counted in the availability calculation.

9.5 Support and response time (by tier):

Hobby: access to documentation and community; no guaranteed response times.
Growth: support on business days (Mon–Fri 08:00–18:00 CET); response within 24 hours.
Pro: priority support; critical incidents – response within 4 hours; regular requests – response within 24 hours.

9.6 If monthly availability falls below the guaranteed level, the Ordering Party may request compensation in the form of credits on monthly fees according to the following scheme (applies to paid tiers):

availability ≥ 99.9% – no compensation,
99.0% ≤ availability < 99.9% – credit 10% of monthly fee,
95.0% ≤ availability < 99.0% – credit 25% of monthly fee,
availability < 95.0% – credit 50% of monthly fee.

9.7 The claim must be made in writing within 30 days of the end of the relevant month.

9.8 Compensation is the maximum and exclusive financial compensation for SLA breach. It does not include any other claims.

10. LIABILITY AND LIMITATION OF LIABILITY

10.1 The Provider provides the Service "as is" and does not guarantee that the Service will be error-free or continuously available. The Ordering Party uses the Service at their own risk and responsibility.

10.2 The Provider is not responsible in particular for:

lost profit, loss of revenue, data loss, indirect, incidental or consequential damages, whether arising directly or indirectly in connection with the use of the Service,
loss or damage to data caused by errors in the Service, power outage, hardware or software failure or due to unauthorized interference by a third party,
damages arising from internet, hosting, domain or third-party service outages,
legal consequences of the Ordering Party's business, including violation of consumer, tax or other legal regulations,
any claims of third parties against the Ordering Party arising in connection with the content or use of the Service by the Ordering Party.

10.3 The Provider is not liable for impossibility of performance or delay caused by circumstances excluding liability under applicable legislation (force majeure), such as natural disasters, power or data network outages, war conflicts, interventions by public authorities or other events beyond the reasonable control of the Provider. In such cases, the Provider's obligations are suspended for the duration of these circumstances.

10.4 The total liability of the Provider for damage arising in connection with this agreement is limited to a maximum of the amount that the Ordering Party paid to the Provider for the provision of the Service in the last 12 months before the damage occurred. The Provider bears no liability beyond this amount, even in case of multiple or repeated events leading to damage.

10.5 The provisions of this article do not apply in case of intentional breach of obligations by the Provider or in cases where exclusion or limitation of liability is not permitted by law.

11. TERM AND TERMINATION OF THE AGREEMENT

11.1 The Agreement is concluded for an indefinite period, taking effect at the moment of its acceptance by both contracting parties, i.e., registration of the Ordering Party and confirmation by the Provider.

11.2 The Ordering Party is entitled to terminate the agreement at any time by unilateral act, by canceling their account directly in the platform or by notifying the Provider that they request account cancellation. Cancellation of the account results in termination of Service provision and termination of rights and obligations arising from the agreement, except those that by their nature are to continue after termination (e.g., confidentiality obligation, liability for damage, etc.).

11.3 The Provider is entitled to terminate the agreement in case of material breach of obligations by the Ordering Party, especially if there is a breach of payment obligations, misuse of the Service, violation of legal regulations, or in case of conduct that is contrary to these conditions. The Provider informs the Ordering Party of the termination of the agreement electronically, usually by e-mail.

11.4 After termination of the agreement by the Ordering Party or Provider, the Ordering Party has the right to request export of their data for a period of 30 days from the date of termination of the agreement. After expiration of this period, the Provider may permanently delete the Ordering Party's data. The Ordering Party is responsible for timely download and backup of all data before expiration of the stated period.

12. LEGAL RESPONSIBILITY OF THE ORDERING PARTY FOR E-SHOP CONTENT

12.1 The Ordering Party expressly confirms that they are fully responsible for the preparation, modification and correctness of all legal documents of their e-shop, including, but not limited to, terms and conditions, privacy policy, consumer information and other mandatory requirements required by applicable legislation.

12.2 The Ordering Party is required to ensure that all legal documents of the e-shop are in compliance with legal regulations of the Slovak Republic, European Union and possibly the legal order of the country to which they direct their business activities. The Ordering Party is required to monitor and respond to any legislative changes that may have an impact on the content of their legal documents.

12.3 The Provider of the Craftorea platform does not provide legal advice and is not responsible for the content, correctness, completeness or currency of the Ordering Party's legal documents. All templates or generated documents are for illustrative purposes only and are exclusively within the competence of the Ordering Party to check, supplement, modify or have reviewed by an expert.

12.4 Any legal claims, sanctions or damages arising from breach of the Ordering Party's obligations towards consumers, public authorities or third parties are not transferred to the Provider and are borne exclusively by the Ordering Party.

13. FINAL PROVISIONS

13.1 This agreement represents the complete agreement between the Contracting Parties and replaces all previous agreements, declarations and arrangements regarding the subject matter of this agreement. Any deviations, additions or changes to this agreement are valid only in writing, except for unilateral changes in accordance with point 13.2.

13.2 The Provider is entitled to unilaterally change the wording of this agreement due to:

changes in legal regulations,
expansion or substantial modification of the Service,
change in business or technical model of the platform,
introduction of new features or changes in security standards.

13.3 Changes to the agreement will be notified to the Ordering Party through the platform or electronically (e.g., by e-mail). The change takes effect on the day stated in the notification, but no earlier than 15 days from the date of its notification. Continued use of the Service after this date expresses the Ordering Party's consent to the agreement changes. If the Ordering Party does not agree with the new wording, they are entitled to terminate the agreement before the change takes effect.

13.4 The Contracting Parties have agreed that communication between them may take place by electronic means (including e-mail, messages within the platform or through other electronic systems provided by the Provider) and has the same legal effects as written form.

13.5 This agreement is governed by the law of the Slovak Republic. If any provision of this agreement is or becomes invalid or ineffective, the other provisions are not affected and remain in force.

13.6 Disputes arising from this agreement or in connection with it will be resolved by the Contracting Parties primarily by conciliation. If conciliation is not reached, the court with subject matter and local jurisdiction according to the Provider's registered office is competent to decide disputes.