Consumer Terms and Service Schedules

1. Provider and application

These terms apply where a natural person purchases services from MackNet Sàrl, 65, rue des Bruyères, L-1274 Howald, Luxembourg, RCS B217312, VAT LU29601602, mainly for purposes outside a trade, business or profession. Mandatory consumer law prevails over conflicting terms.

2. Ordering and confirmation

Orders may be placed through platform.macknet.cloud or a signed order. MackNet provides electronic confirmation and the applicable terms. Some services may be restricted until identity, payment, KYC or a signed contract is completed.

3. Right of withdrawal

A consumer generally has 14 days to withdraw from a distance contract. Before immediate activation, the platform shall obtain a separate express request that performance begin during the withdrawal period and an acknowledgement of any legally applicable loss of the withdrawal right after full performance or supply of digital content. Where withdrawal remains available, the consumer may owe the proportionate price for services already supplied at the consumer’s request.

4. Term and cancellation

Pay-as-you-go services may be cancelled with 30 days’ notice to the end of a month. Discounted or committed services run for the minimum term stated in the order, subject to mandatory consumer rights. Automatic renewal and cancellation information shall be clearly displayed before order.

5. Prices and payment

• Consumer prices are displayed excluded applicable VAT before order.
• Invoices are due within 14 days. Platform services require SEPA direct debit or credit card.
• MackNet may suspend service after 30 days of payment default following appropriate notice, subject to mandatory law.
• Usage, registry, redemption and restoration charges are payable where clearly disclosed.

6. Domains

• Domains are automatically renewed by default unless the customer disables auto-renewal in platform.macknet.cloud. Payment is attempted and an invoice is issued seven days before expiry.
• The consumer must not assume that non-payment will cause a domain to expire. MackNet may renew it and charge the applicable amount, but does not guarantee renewal.
• Registry eligibility, verification and third-party rights apply. Redemption/restoration may incur additional disclosed charges.

7. Service quality and support

Standard support is Monday to Friday, 09:00-17:00 Luxembourg time. No fixed availability or response-time commitment applies unless expressly included. Mandatory legal conformity and remedies remain unaffected.

8. Consumer responsibilities

• Keep credentials secure and information accurate.
• Use the service lawfully and comply with the Acceptable Use Policy.
• Maintain customer-controlled devices, software and backups where the service is unmanaged.
• Report incidents and unauthorised access promptly.

9. Liability

MackNet is liable in accordance with mandatory consumer law. Nothing excludes liability that cannot legally be excluded. The consumer is responsible for customer-controlled content, applications, credentials and unsafe configuration, but this does not limit mandatory statutory rights.

10. Complaints and law

Complaints may be sent to support@macknet.eu. Luxembourg law applies without depriving a consumer of mandatory protection in the country of habitual residence. Competent courts are determined by mandatory consumer-jurisdiction rules.

11. Service schedules

The B2B service descriptions for domains/DNS, unmanaged infrastructure, managed cloud, S3/backup, webhosting/e-mail, managed workplace and security testing apply only to the extent compatible with mandatory consumer law and the consumer order confirmation.