Terms of business.

Nine Pixels is a brand of Pixels Hub d.o.o. Beograd, a company registered at Generala Štefanika 20/34, 11010 Belgrade (Voždovac), Serbia, company number 22056611, tax ID 114692304 (“we” or “us”).

These terms of business (the “Terms”) apply to every service we provide to companies and sole traders (the “client”): building and maintaining websites and online stores, developing applications, hosting, support and additional services.

The Terms become part of the agreement when the client signs a contract, accepts a quote that refers to them, or submits an order through the configurator on our website.

Which document applies when they differ

• A contract signed with the client takes precedence over the quote and these Terms.
• A quote takes precedence over these Terms.
• These Terms apply to everything the contract and the quote do not set out differently.
• The Terms of use apply only to the use of our website. Our services are covered by these Terms.

In these Terms, the words below have the following meaning:

• Quote: a document in which we state the scope of work, the price and the estimated timeline for a specific client.
• Plan: a service from our price list with a monthly fee (Landing, Website, Shop). A plan includes the build, hosting, maintenance and a set number of hours for changes every month.
• Add-on: a service added to a plan and paid separately, for example an additional language, moving content from the old website or an integration.
• Launch: the day the website becomes publicly available on the client’s domain.
• Bug: behavior of the website or application that differs from the agreed scope or the approved design.
• Additional request: work outside the agreed scope, and any change to an already approved design or way of working.
• In writing: by email or through the task tool agreed with the client.
• Business day: Monday to Friday, except public holidays in Serbia. Business hours are 9 a.m. to 5 p.m.

• After a call we send a quote, or the client builds an order in the configurator on our website.
• A quote is valid for 7 days from the day we send it, unless it says otherwise.
• An order from the configurator is not a contract. After an order we send a contract for electronic signature, normally within 24 hours.
• Neither party is bound until the contract is signed or the quote is accepted in writing.
• We schedule the kickoff call within 3 business days of the contract signature.
• The build starts when the client has paid the add-ons that are paid in advance and has sent the material we need to begin.

The following rules apply to plans from our price list:

• The contract runs for 12 months from the day of launch.
• The monthly fee is paid from launch. Before launch, the client pays only for the add-ons they chose.
• Add-ons are paid once, before work on them starts.
• Each plan includes a set number of hours for changes each month, as stated in the price list and the contract. Unused hours do not carry over to the next month.
• The client can move to a larger plan at any time. The new price applies from the following month, and work already done is not repeated.
• The client can move to a smaller plan with a new contract, after the first 12 months.
• The contract does not renew automatically. If the client wants to continue after 12 months, we sign a new contract. If the client does not sign a new contract, the work ends when the contract expires, with no termination fee.
• If the client ends the contract before the first 12 months are over, the monthly fees until the end of that period become due on the day the contract ends. In the first year, the monthly fee also pays for the design and build of the website.
• We register the domain in the client’s name. The client pays the registry’s annual fee separately.

We build larger websites, online stores with integrations, applications and Enterprise solutions based on a separate quote and contract.

• The scope, price, phases and estimated timeline are set out in the quote or the contract.
• Guaranteed response times, system availability and backups for Enterprise solutions are set out in the contract.
• These Terms apply to everything the quote and the contract do not cover.

• The estimated build time is stated in the quote or the contract. It runs from the day we receive all the material we need to begin.
• If the client is late with material, a reply or an approval, the deadline moves by the same number of days.
• Before launch, the client reviews the website at a test address. The client reports bugs in writing, all at once, within 10 business days.
• We fix the bugs the client reports before launch.
• We agree on the launch date with the client in writing.
• The website is accepted when the client confirms it in writing, or when 10 business days pass after launch without a reported critical bug. New requests after that do not delay acceptance.

We fix bugs free of charge for as long as the contract runs. Fixing a bug does not use hours from the plan.

A bug is not: a new idea for an improvement, a change to a business process or to how something is displayed, a feature that was not in the agreed scope, a change caused by an update to an external system or by the work of a third party, or a content change. These are additional requests.

How we handle an additional request

• The client sends the request in writing.
• We handle smaller changes with the hours included in the plan.
• For larger work, or when the plan’s hours are used up, we send an estimate in hours and its effect on the timeline. Work starts when the client approves the estimate in writing.
• We charge additional hours at the additional-hour rate in the current price list, or at the rate in the contract.

For as long as a plan contract runs, the monthly fee includes:

• hosting, a certificate for a secure connection (HTTPS) and regular backups;
• security updates, monitoring of the website and bug fixes;
• support through direct contact with the team that works on the website;
• the hours for changes included in the plan.

We reply to a support message within the time the price list states for that plan. A problem that takes the website down, or stops customers from buying, comes before all other tasks.

We announce planned maintenance that makes the website unavailable at least 48 hours in advance. We do it at night or on the weekend, when traffic is lowest.

We do not guarantee that the website runs without interruption. Outages at the hosting provider, in the network or in other external services are outside our control. We respond to such outages and inform the client about them.

• All prices exclude VAT. We charge VAT as required by law.
• Prices in the price list and in quotes are in euros. We invoice clients in Serbia in dinars, at the middle exchange rate of the National Bank of Serbia on the invoice date. We invoice clients outside Serbia in euros.
• We charge add-ons by proforma invoice, payable within 7 days. Work on an add-on starts after payment.
• We send the invoice for the monthly fee at the start of each month, starting from launch. Payment is due within 10 days of receiving the invoice.
• We send invoices by email or through the electronic invoicing system.
• We charge statutory default interest on amounts that are not paid on time.
• If payment is more than 15 days late, after a written reminder and an additional 7 days, we may pause changes and new work. Deadlines then move by the same amount of time.
• The website stays live and maintained until a payment is more than 60 days late. A delay of more than 60 days is grounds for ending the contract.

The client agrees to:

• send the texts, logo, photos and business rules the website should show, on time;
• provide the access we need for the work, for example to the domain, the existing website or external systems;
• contract and pay for the external services the website uses, such as card payments, a courier service or an ERP, unless the quote says otherwise;
• give comments, decisions and approvals on time;
• review the website before launch in good faith;
• be responsible for the accuracy and legality of the content they publish, including prices, terms of sale and notices to customers;
• pay invoices on time.

Communication

Each party names a contact person. Only agreements confirmed in writing are binding. A verbal agreement or a message in a chat app binds us once we confirm it by email or in the task tool.

• The client’s domain, texts, photos, logo and data belong to the client from day one. The client can ask for an export of the content and data at any time.
• The design and source code made for the client are part of the plan. Until the client has paid the first 12 monthly fees and all add-ons, the client has the right to use the website, and the copyright in the design and code stays with us.
• Once the client has paid the first 12 monthly fees and all add-ons, the client acquires the economic copyright in the design and code we made specifically for them, without limits in time or territory.
• For projects based on a quote, the client acquires the same rights after paying the full contract amount, unless the contract says otherwise.
• Our general tools, libraries and templates that were not made specifically for the client remain ours. The client uses them as part of their website at no extra cost.
• We use open-source components under their own licenses, which allow commercial use.
• The client is responsible for the material they provide (texts, photos, fonts, logo). We guarantee that what we make ourselves does not infringe anyone else’s rights.
• We may show a finished project in our portfolio, without confidential information. The client can forbid this in writing.

• When the work ends, we hand over the client’s content and data as an export within 7 days.
• If the client has acquired the rights to the design and code, within the same period we also hand over the source code, the design files and instructions for setting up the website on another server.
• The client can then keep paying for the server and domain only, under a separate quote, or move the website to another provider.
• The only condition we may set for the handover is payment of invoices that are due.
• Either party can end the contract without notice if the other party seriously breaches it and does not put it right within 15 days of a written warning.
• Confidentiality, data protection and rights already acquired stay in force after the contract ends.

We keep the information we learn during our work together as a trade secret: business data, customer databases, prices, plans, access credentials and technical documentation. We do not disclose it to third parties without the client’s written consent. The exception is team members and contractors who need the information for the work and who have the same obligation. The client has the same obligation regarding our information.

This obligation lasts for 5 years after the work ends. For personal data and trade secrets, it has no time limit.

If the client wants a separate non-disclosure agreement (NDA), we sign it, also before the work begins.

For the data of visitors and customers on the client’s website, the client is the controller and we are the processor, within the meaning of the Serbian Law on Personal Data Protection.

• We process the data only on the client’s instructions and only to perform the contract.
• We apply technical and organizational safeguards, such as encrypted connections, restricted access and backups.
• On the client’s request, we list the hosting and other services we use to run the website.
• We inform the client of a data breach without delay, and no later than 24 hours after we learn of it.
• When the contract ends, we return or delete the data, as the client chooses.
• On the client’s request, we sign a separate data processing agreement.

How we process the data a client leaves when contacting us is described in the Privacy policy.

• We guarantee that the website works as agreed. We fix bugs free of charge for as long as the contract runs.
• The warranty does not cover changes made by the client or a third party without our consent, or the results of incorrect use.
• We do not guarantee business results: sales, number of visits, search rankings or mentions in the answers of AI assistants.
• Our total liability for damages is limited to the amount the client paid us in the 12 months before the event that caused the damage.
• We are not liable for indirect damages, lost profits or lost business opportunities.
• These limits do not apply to damage caused intentionally or through gross negligence.

External systems and force majeure

We are not responsible for changes, outages and costs of external systems the website uses, such as card payments, a courier service, an ERP, the domain registry or email and analytics services. We adapt to such a change as part of maintenance if it does not require a new integration, and otherwise as an additional request.

Neither party is liable for a delay caused by force majeure. The party affected by force majeure informs the other party right away.

For as long as the work runs and for 12 months after it ends, neither party hires or engages the other party’s employees and contractors who worked on the project, unless the other party agrees in writing.

We first try to settle disputes by agreement, within 30 days of a written notice of the dispute. If that fails, the competent court in Belgrade has jurisdiction. The law of the Republic of Serbia applies.

We may change these Terms. We publish the new version on this page, with the date of the change.

A contract already in place stays under the version of the Terms from the day it was signed, for as long as the contract period runs. The new version applies to that contract once the client accepts it in writing.

Send questions about these Terms to: office@ninepixels.io