Conditions générales

1. Who we are

1.1 Sitewig is operated by 3XAYA LTD, a private limited company registered in England and Wales under company number 17437429, registered office 128 City Road, London EC1V 2NX, United Kingdom ("Sitewig", "we", "us").

1.2 Contact: kontakt@sitewig.com. Support: support@sitewig.com. Payment and invoice questions: billing@sitewig.com. Abuse: abuse@sitewig.com. Digital Services Act point of contact: dsa@sitewig.com.

1.3 VAT: we charge VAT in the EU (OSS, non-Union scheme) and in Norway (VOEC). We are not VAT-registered in the United Kingdom. Our registration number for the relevant scheme is shown on the invoice (clause 4.8).

1.4 These terms apply to all contracts for Sitewig services between Sitewig and you ("customer", "you"). The following documents form part of the contract: the Acceptable Use Policy; the Domain Registration Terms if you buy or transfer domains; the Service Description and Service Levels (SLA); the Data Processing Agreement (for personal data we process on your behalf); and, for information, the Privacy Policy. In case of conflict these terms prevail, except where registry rules or mandatory law provide otherwise.

1.5 You are a consumer if you act mainly outside your trade, business or profession; otherwise you are a business customer. Provisions that apply to only one group are marked.

2. The services

2.1 We provide web hosting, a website builder, email, authoritative DNS (ns1/ns2.sitewig.com), domain registration and related services. The contents of each plan are as shown on the product page and in the order summary when you order. Booking is included from the Starter plan (up to 25 bookings per website per month in Starter and 200 in Pro). Web shop is included from the Pro plan (up to 100 products per website in Pro). In the Business and Max plans, the number of bookings and products is unlimited (clause 2.3). AYA^AI in the app builder is included only in the Max plan, with 100 Energy per month (clause 2.5.3).

2.2 Your data is stored in the EU: on servers at Hetzner in Germany and Finland and in our account database at Supabase (AWS Frankfurt region). See the Privacy Policy and the Data Processing Agreement.

2.3 "Unlimited" means we do not set a fixed number for that resource. Use must remain within normal use of shared hosting under the Acceptable Use Policy ("fair use"). If use becomes unreasonable we will contact you and propose a solution before restricting anything, unless other customers are acutely affected.

2.4 We may develop and change the services. We will give at least 30 days' notice of changes that materially reduce a service you have paid for; you may then terminate and receive a pro-rata refund for the remaining period.

2.5 AI limits. Nina^AI in the website builder and AI in webmail are included in your plan with fixed monthly limits. You do not pay per use. Your plan's limits are shown on the product page and in the control panel under "AI this month" and apply per month to:

• websites and AI edits with Nina^AI
• AI in webmail

The limits reset on the 1st of each month at 00:00 (UTC). Unused AI edits do not carry over to the next month. When a limit is reached, that AI feature stops until the next month unless you buy the add-on in clause 2.5.1. The rest of your plan works as normal.

2.5.1 The "+100 AI edits" add-on costs DKK 19 excluding VAT (DKK 23.75 including 25% VAT for consumers in Denmark; the VAT depends on your country, see clause 4.1) or the equivalent amount in your local currency. At purchase we show the total price including VAT that you pay. The add-on gives 100 extra AI edits with Nina^AI and is valid in the month you buy it and the following month; unused edits then lapse. The add-on has no cash value, is not transferable and is not refunded once used. The right of withdrawal (clause 5) applies to an add-on you have not started using.

2.5.2 AI cost safeguard. So that we can offer AI at a fixed price, each account has a monthly ceiling on what its AI use may cost us. When the account has used 80% of the ceiling, we may switch to a lighter AI model for the rest of the month. When the ceiling is reached (100%), we may pause the AI features until the 1st of the next month – even if you have not used all your limits. You will be notified in the control panel. The rest of your plan (e.g. website, email and domains) is not affected.

2.5.3 AYA^AI and Energy. AYA^AI in the app builder is included only in the Max plan. Use of AYA^AI is measured in Energy. The Max plan includes 100 Energy per month. The monthly Energy is refilled every month, expires at the end of the month and does not carry over. The monthly Energy has no cash value and is not transferable. The add-on in clause 2.5.1 does not give access to AYA^AI. Clause 2.5.2 also applies to AYA^AI.

2.5.4 Buying Energy. If your hosting account has the Max plan, you can buy Energy in the control panel. The packs cost DKK 25 for 100 Energy, DKK 50 for 200 Energy, DKK 125 for 550 Energy and DKK 250 for 1,150 Energy, excluding VAT. For consumers in Denmark the prices including 25% VAT are DKK 31.25, DKK 62.50, DKK 156.25 and DKK 312.50; the VAT depends on your country (see clause 4.1). In your local currency the equivalent amount applies. At purchase we show the total price including VAT that you pay. Purchased Energy belongs to the hosting account it was bought for and does not expire as long as that hosting account exists. AYA^AI always uses the monthly Energy first and then purchased Energy. Purchased Energy has no cash value and cannot be transferred to another hosting account or to another person. If the hosting account moves from Max to another plan, or the Max plan ends, you keep the purchased Energy, but it can only be used again once the hosting account has the Max plan again. If the hosting account is deleted, purchased Energy that has not been used or refunded lapses. Unused Energy from a purchase can be refunded within 14 days of the purchase (clause 5.5). This also applies to business customers, even though business customers have no right of withdrawal.

2.6 Website builder and AI (Nina^AI and AYA^AI). The AI features make suggestions for text, pages, images, products, booking services and app code based on what you ask for. Suggestions may be wrong or incomplete. You are responsible for checking and approving the content before you publish it, including prices, information about your business and rights to text and images. We do not guarantee any particular result from the AI features. The content you ask the AI to work on is processed by our sub-processor Anthropic (see the Data Processing Agreement).

2.7 Web shop and booking. When you sell goods or take bookings through Sitewig, you are the seller and the data controller towards your customers; Sitewig is only the technical provider and processor. You are responsible for your own terms of sale, right of withdrawal, statutory guarantee, prices, VAT and information about your business (e.g. company registration number). Payments go directly to your own Stripe account (Stripe Connect), and Stripe's connected account terms apply between you and Stripe. Sitewig does not receive your customers' payments.

3. Conclusion of the contract

3.1 Before you place your order we show the order contents, the total price including VAT, what is charged today, what is charged on renewal and when, and the minimum term and cancellation terms. You place the order with the button "Order and pay" (or equivalent wording clearly indicating an obligation to pay).

3.2 The contract is concluded when we email you an order confirmation. The confirmation includes these terms and the withdrawal information as a PDF or link (durable medium).

3.3 You must be at least 18 and provide correct and complete information. Registries may require verification (see the Domain Registration Terms).

3.4 We sell to customers resident or established in the EU/EEA and the United Kingdom. We may refuse an order, e.g. on suspicion of abuse, failed verification, or where we cannot (yet) charge the correct VAT in your country.

4. Prices and payment

4.1 Our list prices are excluding VAT and in local currency. Consumers in the EU and Norway are shown the price including VAT by default. VAT is added as follows:

• Consumers in the EU: we add VAT at the rate of your country of residence.
• Consumers in Norway: we add 25% Norwegian VAT (VOEC).
• Business customers in the EU and Norway with a valid VAT number or organisation number: reverse charge (clause 4.2).
• Customers in the United Kingdom: we charge no VAT because we are not VAT-registered in the United Kingdom. The order and invoice say so. If we become registered, we will tell you before VAT is added to your next payment.

Before you order, we always show the total price including VAT and all mandatory fees (clause 3.1).

4.2 Business customers with a valid VAT number (EU, checked in VIES) or organisation number (Norway, checked in the Brønnøysund Register Centre) are invoiced excluding VAT under the reverse charge, because we are established in the United Kingdom; you account for the VAT yourself. If your VAT number becomes invalid, VAT is charged from the next payment.

4.3 Subscriptions are paid in advance for 12 months at a time. The monthly price we display is the annual price divided by 12. The amount charged is the annual price, which is always shown next to the monthly price and in the order summary. For consumers ordering through the German website (Germany market), advance payment for 12 months applies only to the first term; after that the displayed monthly price is charged monthly (clause 7.1).

4.3.1 Domains are paid in advance for the whole registration period and are not part of introductory offers. Domain prices follow the cost price at our registrar Openprovider and may therefore change. The renewal price may differ from the registration price. The current price is shown at sitewig.com/domaener/priser and in the order flow. Some domain endings require a minimum registration period of more than one year (e.g. .ai: 2 years); the price for the whole period is then shown and charged. Transferring a domain itself is free. The registration year that comes with the transfer is paid when you order – or, if you transfer the domain together with a plan, with the plan's first annual payment (clause 4.4).

4.4 Introductory offer (once per customer and household or business, where shown on the product page): the first 3 months are free in every country we sell to.

After the 3 months, the standard price for the following 12 months is charged in advance automatically to your registered card, unless you have cancelled. The date and amount are stated in the order confirmation, and we send a reminder before the charge (clause 7.2).

4.5 Payments are processed by our payment provider Stripe. On renewal we charge the stored payment method unless you have cancelled.

4.6 We give at least 30 days' notice of price changes to subscriptions on renewal. Domain prices follow the cost price (clause 4.3.1); the amount charged when a domain renews is stated in the reminder before renewal. A change applies only from the next period. If you do not accept it, you may cancel before renewal at no cost.

4.7 If a renewal is not paid we send reminders. If unpaid 14 days after the due date we may suspend the service; if unpaid 30 days after the due date we may terminate. Domains may expire and be deleted under registry rules. We do not delete data before the periods in clause 9.

4.8 We issue an invoice for every payment showing our VAT number for the relevant scheme, your VAT treatment (rate, reverse charge or no VAT) and a sequential invoice number. Invoices are available in the control panel. Payment and invoice questions: billing@sitewig.com.

4.9 Free trial and automatic renewal. If you order a plan with the introductory offer (clause 4.4), the following applies.

• Today you only pay for the domain. Transferring a domain is free; any extra registration year added by the transfer is charged together with the plan's first annual payment (clause 4.3.1). If you use a domain you already own, you pay nothing today. Your payment card is stored with Stripe for the later payment.
• The plan (website, hosting and email) is free during the introductory period. When it ends, the price for the next 12 months is charged automatically to your card – the price shown when you ordered – and the plan then renews for 12 months at a time until you cancel (clause 7.1). Consumers in the Germany market: the first 3 months are free, then 12 months, after which the plan can be cancelled monthly (1 month’s notice) – after the 12 months the plan continues for an indefinite period and is billed monthly (clause 7.1).
• If you cancel before the introductory period ends, you pay nothing for the plan. You can cancel in the control panel or at sitewig.com/opsig without logging in. We remind you of the payment by email (clause 7.2) and again about 3 days before.
• Consumers: if you cancel within 14 days after the first payment following the introductory period, we immediately refund the part of the plan payment that corresponds to the whole days remaining in the period. This applies without notice and in addition to clause 7.4.
• The domain has its own renewal date and is billed separately. It renews automatically – even if you cancel the plan – until you turn renewal off in the control panel.
• If the payment cannot be completed (e.g. because the card is declined or your bank requires you to approve the payment), we notify you by email with a link to pay or approve. Clause 4.7 applies: your website stays online for at least 14 days before it may be taken offline temporarily. Your email and your domains are not affected by such a suspension.
• Business customers with a valid VAT number see the amounts excluding VAT (clause 4.2).
• The introductory offer is given once per customer (clause 4.4). If you have had it before, you pay for the plan from the order.

5. Right of withdrawal (consumers only)

5.1 You have a 14-day right of withdrawal from the day the contract is concluded. You withdraw by sending us a clear statement before the period expires:

• with the "Withdraw from contract here" function at sitewig.com/fortryd and in the control panel (usable without logging in; you confirm with "Confirm withdrawal", and we immediately email you an acknowledgement stating the date and time);
• by email to support@sitewig.com or by post;
• using the model withdrawal form (optional).

The deadline is met if you send your statement before the withdrawal period expires.

5.2 Performance during the withdrawal period: when ordering you may expressly request that we start immediately. If you then withdraw, you pay an amount proportionate to what we provided until withdrawal. Within our 30-day money-back guarantee (clause 6) we nevertheless refund the full amount for hosting, website builder and email. If you did not request immediate start, we refund everything.

5.3 Domain registration: when you order a domain we ask you separately (a) to expressly request that registration happens immediately and (b) to acknowledge that you lose the right of withdrawal for the domain once the registration is completed with the registry, because the service is then fully performed (Article 16(a) Consumer Rights Directive; for UK consumers regulation 36 of the Consumer Contracts Regulations 2013). If you do not give both, we also refund the domain fee if you withdraw within the period. For .dk domains, Punktum dk's terms also apply (see the Domain Registration Terms).

5.4 We refund no later than 14 days after receiving your withdrawal, using the same payment method you used, at no cost to you.

5.5 Energy (clause 2.5.4): Energy is digital content that you receive immediately. When you buy Energy we therefore ask you to expressly request that the Energy is available immediately and to acknowledge that you lose the right of withdrawal for the Energy you use (Article 16(m) Consumer Rights Directive; for UK consumers regulation 37 of the Consumer Contracts Regulations 2013). Without both, the purchase cannot be completed. For the Energy from the purchase that you have not used, you can withdraw within 14 days of the purchase: with the "Refund unused Energy" button in the control panel or in one of the ways in clause 5.1. You get back the part of the amount paid, including VAT, that corresponds to the unused Energy from the purchase, and the unused Energy from the purchase is removed. Energy you have used is not refunded.

6. 30-day money-back guarantee

6.1 If you are not satisfied, you may cancel your first order of hosting, website builder or email within 30 days of ordering and receive a full refund for those services.

6.2 The guarantee does not cover domain fees, third-party licences, or services used in breach of the Acceptable Use Policy.

6.3 The guarantee is in addition to your statutory rights and does not limit them.

7. Term, renewal and cancellation

7.1 A subscription runs for the introductory period (if any) and then 12 months. It then renews automatically for 12 months at a time unless you cancel. The renewal price is the standard price then in force, notified under clause 4.6. Consumers in the Germany market (ordering through the German website): the first term is 12 months after any introductory period and is paid in advance as in clause 4.4. After that the contract does not renew for a further 12 months but continues for an indefinite period. From then on, the plan’s monthly price (standard price divided by 12, incl. VAT) is charged monthly in advance. You may cancel with 1 month’s notice to the end of the first term and after that at any time with 1 month’s notice. Before the switch to monthly billing you receive an email with the date and the monthly amount. For business customers the 12-month renewal applies.

7.2 Reminder before payment: we email you at least 30 days before each renewal and before the introductory period ends (for customers in France and Sweden at least 45 days and no earlier than 3 months before) and again about 7 days before. The reminder states the date, the amount, and how to cancel in a few clicks.

7.3 Cancellation: you may cancel at any time in the control panel ("Cancel subscription"), at sitewig.com/opsig ("Cancel contracts here" – usable without logging in) or by email. We confirm the cancellation immediately by email with the time of receipt and the end date. Unless you choose otherwise, cancellation takes effect at the end of the paid period and renewal stops. Consumers in the Germany market: the "Verträge hier kündigen" button takes you directly to the confirmation page, where you state the type of cancellation, your details (name, email, customer or order number), the contract and the requested end date, and cancel with "Jetzt kündigen". If you give no date, the cancellation takes effect at the earliest possible date (clause 7.1). You can save your cancellation statement with date and time, and we confirm its content, receipt and end date to you by email immediately.

7.4 Consumers – cancellation with pro-rata refund:

• After the first 12-month period (following any introductory period) you may cancel at any time with 1 month's notice. If you have prepaid a renewal, we refund the amount corresponding to the whole days remaining after the notice period. In the Germany market billing is monthly after the first term (clause 7.1): if the contract ends after the notice period within a month already paid, we refund the remaining full days; if the notice period runs beyond the end of the current month, we charge the last period only pro rata up to the end date.
• Norway: the minimum term is at most 6 months from purchase. After that you may cancel with 1 month's notice and receive a refund of the prepaid amount for the remaining period.
• If the law of your country of residence gives you a shorter minimum term, a shorter notice period or an earlier termination date, that right applies.

7.5 Business customers may cancel at the end of the paid period. Prepaid amounts are not refunded unless otherwise agreed.

7.6 We may terminate with 30 days' notice, and without notice for material breach, e.g. serious or repeated breaches of the Acceptable Use Policy or non-payment (clause 4.7). If we terminate without breach on your part, we refund the unused period.

8. Your obligations

8.1 You are responsible for the content of your websites, email and DNS zones and for complying with the law towards your own users (e.g. GDPR, cookie rules, copyright and marketing law).

8.2 You must comply with the Acceptable Use Policy, keep passwords secure, enable two-factor authentication where offered, and keep software you install yourself (e.g. WordPress and plugins) up to date.

8.3 You must keep your contact and domain details correct.

9. Data, backup and termination

9.1 We take daily backups retained for 30 days (see the Service Description). Backups do not relieve you of keeping your own copies of important data.

9.2 When the contract ends you can export your data for 30 days. We then delete data from live systems; backup copies are deleted automatically within a further 30 days. Invoices and VAT records are kept as long as the law requires (see the Privacy Policy).

9.3 The Data Processing Agreement applies to personal data we process on your behalf.

10. Content, abuse and authorities

10.1 We handle notices of illegal content under the Digital Services Act (DSA) and the Acceptable Use Policy. If we take a decision restricting your service you receive a statement of reasons and may complain through our internal complaint process (dsa@sitewig.com).

10.2 We may temporarily suspend a service immediately where necessary to prevent serious harm, e.g. malware, phishing, spam, attacks on our network or an order from an authority. We will inform you as soon as possible.

11. Availability and maintenance

11.1 Our availability targets are set out in the Service Description (SLA). They are targets, not guarantees giving a right to compensation, unless agreed with a business customer. Consumers' statutory rights for non-conformity are unaffected.

11.2 We announce planned maintenance on status.sitewig.com at least 48 hours in advance where possible.

12. Non-conformity and liability

12.1 Consumers: nothing in these terms limits your mandatory rights, e.g. for non-conformity of digital services under the law of your country of residence (including Directive (EU) 2019/770) and under the UK Consumer Rights Act 2015.

12.2 Business customers: our total liability is limited to the amount paid for the affected service in the 12 months before the damage. We are not liable for indirect loss, including loss of profit, revenue, data beyond what can be restored from our backup, or goodwill.

12.3 Liability is not limited for intent, gross negligence, death or personal injury caused by negligence, fraud, or where the law does not permit limitation.

12.4 Neither party is liable for events beyond its reasonable control (force majeure), e.g. large-scale DDoS attacks, registry or internet infrastructure failures, war, strikes or natural disasters.

13. Changes to these terms

13.1 We may change these terms with at least 30 days' notice by email. Changes to your disadvantage apply only from the next renewal. Consumers may cancel before the change takes effect and receive a refund for the unused period.

14. Complaints, governing law and jurisdiction

14.1 Send complaints to support@sitewig.com. We reply within 5 working days.

14.2 The contract is governed by the law of England and Wales.

14.3 Consumers always keep the protection of the mandatory rules of their country of residence (Article 6 Rome I Regulation). Consumers may bring proceedings in the courts of their country of residence, and we may bring proceedings against a consumer only in the courts of the consumer's country of residence.

14.4 Consumers may complain to a public complaints body:

• Denmark: Nævnenes Hus / Forbrugerklagenævnet, Toldboden 2, 8800 Viborg, naevneneshus.dk; for cross-border purchases Forbruger Europa (forbrugereuropa.dk)
• Sweden: Allmänna reklamationsnämnden (arn.se)
• Norway: Forbrukerrådet / Forbrukerklageutvalget (forbrukerradet.no)
• Ireland: Competition and Consumer Protection Commission (ccpc.ie) and European Consumer Centre Ireland
• France: please contact us first at support@sitewig.com. For details of the consumer mediator (médiateur de la consommation), write to kontakt@sitewig.com.
• Germany: We are neither willing nor obliged to participate in dispute resolution proceedings before a consumer arbitration board (§ 36 VSBG).
• United Kingdom: please contact us first at support@sitewig.com. You can get advice from Citizens Advice (citizensadvice.org.uk).

The EU Online Dispute Resolution (ODR) platform closed on 20 July 2025, so we do not refer to it. Disputes about a domain name itself are resolved under the registry's dispute procedure (see the Domain Registration Terms).

14.5 Business customers: disputes are resolved by the courts of England and Wales.