1. Operator, customers and agreement
Hugs Limited, registration number 120996, Unit G02, Eurocity, Europort Avenue, GX11 1AA Gibraltar operates HUGS. These terms address the public website and conditions for dashboard, widget and customer service use. Existing signed agreements continue to apply to their subject matter; these pages do not retrospectively replace them or a token purchase agreement.
HUGS offers services to business customers worldwide, subject to applicable sanctions, export controls and other legal restrictions. A person ordering for a business must have authority to bind that business. HUGS does not offer consumer subscriptions under these terms.
A service agreement is formed when both parties accept an order form that identifies the service, fees, subscription period and these terms. A demo enquiry or website visit alone does not create a paid subscription. An agreed order form prevails for commercial specifics; a signed data processing agreement governs its data-protection subject matter.
2. Eligibility and lawful use
Customers must not use HUGS where doing so would breach applicable sanctions or trade restrictions, including restrictions involving territories, designated persons or entities, ownership or control, or prohibited activities. Customers must not evade those restrictions or make the service available to prohibited recipients.
Use the service lawfully. Do not attempt unauthorised access, interfere with availability, introduce malicious code, impersonate others or submit spam. Customers are responsible for the legality of their campaigns, content and instructions.
Availability is subject to eligibility checks and the restrictions applicable to the particular customer, territory and activity. Customers must comply with age, sector-specific and other rules applicable to their own users and activities. A B2B contract does not remove individuals' privacy rights.
3. Accounts and customer data
Use only accounts and workspaces you are authorised to access. Keep authentication credentials private and report suspected compromise. Submit only content you are entitled to provide, and avoid unnecessary personal or sensitive information.
Customers using the widget on their own properties need appropriate notices and any required permissions for their users. Processing personal data on a customer's behalf requires separate data processing terms that set out the customer's instructions and the parties' responsibilities.
Customers retain their rights in content they provide. They grant HUGS only the rights needed to host, transmit and process that content to provide, support and secure the agreed service. This clause does not grant a general right to sell customer data or use it for unrelated purposes.
Customer-specific data processing terms govern confidentiality, security, subprocessors, transfers, assistance with incidents and rights requests, audits, and return or deletion. Campaign, moderation, appeal and reward conditions must be specified for the relevant activity. These general terms do not themselves create a reward entitlement or payout promise.
4. Fees, subscriptions and cancellation
Fees, currency, applicable taxes and any usage limits are specified in the order form. Unless it states otherwise, undisputed invoices are payable within 30 days of issue. A customer disputing an invoice should explain the issue promptly and pay the undisputed portion.
A fixed-term subscription ends at the agreed expiry date unless both parties agree a renewal or the order form expressly provides for automatic renewal and its notice requirements. A monthly rolling subscription can be cancelled on at least 30 days' written notice, taking effect at the end of the first monthly billing period ending on or after that notice period.
No additional cancellation fee applies, but charges for the agreed period remain payable. Prepaid fees for that period are ordinarily non-refundable. This does not affect a refund required by law or the refund for HUGS's uncured material breach described below. Price changes apply only as agreed or at a renewal accepted by the customer.
5. Customer support and availability
Standard support is provided by email to info@hugs.limited, Monday to Friday, 09:00 to 17:00 Gibraltar local time, excluding Gibraltar public holidays. Include the affected workspace, a description and reproduction steps, but never passwords or authentication codes.
Initial-response targets are one business day for a service-blocking problem and two business days for other requests. Business time runs only during those support hours. These are acknowledgement/initial-assessment targets, not guaranteed resolution deadlines. Security reports receive priority triage during support hours.
Standard support does not include 24/7 coverage, a guaranteed uptime percentage or service credits. Any enhanced support or service-level commitment must be expressly agreed. HUGS will use reasonable efforts to give advance notice of planned disruptive maintenance; urgent security work may require shorter notice.
Statutory and contractual security-incident or breach-notification obligations are not postponed by ordinary support hours.
6. Intellectual property and service scope
HUGS branding and website materials may be protected by intellectual property rights. Viewing information on this website does not transfer ownership of those rights. Third-party names and marks belong to their respective owners. Nothing in these terms limits uses permitted by applicable law.
HUGS will provide the agreed service with reasonable care and skill. Public illustrations and examples do not guarantee a particular business outcome. Custom development, integrations and deliverables require an agreed scope; no unagreed feature or implementation deadline is implied.
External websites have their own terms and practices. See the Disclaimer for the scope of public information and the Privacy Policy for data handling.
7. Suspension, termination and data return
Either party may terminate for a material breach that remains unremedied 30 days after written notice describing it, unless the breach cannot be remedied or the law requires earlier action. If the customer terminates for HUGS's uncured material breach, HUGS will refund prepaid fees attributable to the unused affected service period.
HUGS may restrict access immediately where necessary to address a serious security threat, unlawful activity or a legal prohibition. Otherwise, HUGS will provide notice and a reasonable opportunity to resolve the issue. Any suspension will be limited to what is necessary, with restoration when the reason is resolved.
After termination, customers have a 30-day window to request a standard export. Remaining operational customer data is to be deleted within 90 days of termination, with backup copies expiring within 90 days of their creation. Documented legal holds and statutory records are handled separately. Lawful earlier deletion instructions under the data processing agreement remain applicable.
Exports remain subject to applicable legal restrictions and verification of the requester's authority. Copies already in backups can expire after operational deletion. Data retained for legal reasons is not retained for ordinary service use.
8. Liability, disputes and changes
Nothing in these website terms is intended to remove rights or exclude liability where the law does not allow this, or to override a binding agreement that applies to a particular service or transaction.
Subject to applicable law and any different terms expressly agreed in the order form or data processing agreement, each party's aggregate liability arising from the affected service is limited to the fees paid or payable for that service in the 12 months preceding the event giving rise to the claim. This limit does not apply to fraud or liability that cannot lawfully be limited and does not remove the customer's obligation to pay accrued charges. Any separately agreed treatment of confidentiality, data protection or intellectual-property liability remains applicable.
These terms are governed by Gibraltar law, and disputes are subject to the courts of Gibraltar, without overriding mandatory legal protections or a different arrangement expressly agreed in writing.
The parties should first attempt to resolve a dispute through their nominated contacts, without preventing urgent relief or other rights that cannot be restricted. Material changes to an existing contract require the agreed change process; publishing a revised webpage alone does not retrospectively replace signed terms.