General Terms and Conditions Connata BV

IT services for business customers and consumers

Version November 5, 2026

These terms govern the agreements regarding the services of Connata B.V. Chapter A contains the general rules. Chapters B through F apply to the relevant services. For consumers, chapter G also applies; in case of conflict, that chapter takes precedence. The appendix contains a model form for withdrawal.

A General provisions

Article 1 Definitions and applicability

1.1      Connata: Connata B.V., located in Apeldoorn, office at Linie 528, 2nd floor, 7325 DZ Apeldoorn, registered in the Trade Register under number 68868162. Email: info@connata.nl. Phone: 085 0656 761. Website: www.connata.nl.

1.2      Customer: any natural person or legal entity that enters into an agreement with Connata. Consumer: a natural person acting for purposes outside his business or professional activity. Business customer: any other customer. A payment by an employer does not automatically make an agreement entered into by a consumer a business agreement.

1.3      Agreement: the arrangements regarding one or more services, including the accepted offer, the assignment description, and applicable appendices. Written: on paper or electronically, including email, provided that the content can be stored and reproduced. Business day: Monday to Friday, excluding generally recognized Dutch public holidays. Office hours: 09:00 to 17:00 on business days, Dutch time, unless other hours are specified in the offer.

1.4      Services: software development, mobile apps, software as a service (SaaS), including StoringsMelder.nl, Easymap, and MarketingMax, hosting and maintenance for these services, consulting, CISO services, audits, security research, deployment of ICT professionals, and training. A service is only provided to the extent agreed upon. These terms do not constitute a standalone offer to provide all mentioned services.

1.5      These terms apply to offers and agreements from Connata if they have been declared applicable before or at the time of closing and made available. They also apply to additional assignments for which their applicability has been agreed upon. They do not apply solely because another legal entity is affiliated with Connata.

1.6      The general provisions apply together with the chapters on the services provided. Chapter G takes precedence in every agreement with a consumer. Provisions that explicitly concern only business customers do not apply to consumers. Mandatory law always remains applicable.

Article 2 Contract documents and formation

2.1      An offer is valid for 30 days, unless a different validity period is stated. Obvious errors or mistakes do not bind Connata if the customer could reasonably understand that there was a mistake.

2.2      An agreement is established by timely, unchanged acceptance of a sufficiently defined offer by email or in another agreed manner. For an online subscription, payment is considered acceptance of the previously displayed offer. The customer receives a confirmation and the applicable terms on a durable data carrier, for example by email as an attachment. For consumers, articles 27 and 28 apply additionally.

2.3      A free trial period does not constitute acceptance of a paid subscription. For a paid subscription, a separate acceptance of the paid offer is required. A non-binding request, introduction, or quote request does not obligate the customer to purchase.

2.4      In case of contradiction, the following order applies: mandatory law, chapter G for consumers, expressly agreed deviations in the agreement, the service-specific chapters, and then chapter A. A processor agreement takes precedence regarding the processing of personal data. A separate SLA takes precedence regarding the service levels regulated therein. A deviation applies only to the relevant agreement.

2.5      Purchase conditions of a business customer are expressly rejected. If a customer declares their own conditions applicable in advance, it must be recorded in writing before the assignment is granted which conditions the parties accept. Merely including a reference on an order or invoice does not change the agreed conditions.

2.6      The customer is responsible for the authority of the person acting on their behalf. In case of doubt, Connata may request proof of authority. Electronic records and correspondence may be used as evidence, while retaining the right to refute and the legal rules of evidence.

Article 3 Execution and cooperation

3.1      Connata performs services carefully and competently. Unless a specific result is expressly agreed upon, an obligation of effort applies. Best effort means a reasonable professional effort appropriate to the nature, scope, and compensation of the service; it does not relieve the obligation for proper execution.

3.2      Connata determines in principle its own methods, planning, and personnel deployment and may engage suitable employees and subcontractors. Connata remains responsible for the fulfillment of its own contractual obligations. For subcontractors, the processor agreement and the GDPR also apply.

3.3      The customer provides timely complete and accurate information, decisions, test data, access, and cooperation. The customer designates an authorized contact person if necessary and ensures lawful use of provided systems, data, software, and materials. Connata may rely on the information provided, unless further investigation can reasonably be expected from it.

3.4      The customer is responsible for its business processes, the suitability of the chosen service for its intended application, and its own equipment and connections, taking into account the advice and commitments of Connata. Connata informs about relevant technical conditions that are known to it. A customer responsibility does not negate an agreed advisory obligation of Connata.

3.5      If the customer fails to cooperate in a timely manner, Connata may reasonably adjust the planning and suspend the related work after warning. Demonstrable additional work and reasonably incurred costs may be charged to a business customer. For consumers, additional costs are explicitly agreed upon in advance, unless there is another legal basis.

3.6      Deadlines are for business customers target dates, unless explicitly agreed as fatal. Delays are reported as soon as possible. To the extent that the law requires a notice of default, the customer must provide Connata in writing a reasonable period for remedy. An agreed fatal deadline and situations in which fulfillment is permanently impossible are not set aside by this.

Article 4 Prices and changes

4.1      Business prices are exclusive of VAT and other government levies. Consumers are shown the total prices including VAT and unavoidable costs before concluding the agreement. Travel, accommodation, license, and other additional costs are only calculated separately if agreed in advance or legally permitted.

4.2      The price basis is stated in the offer. Without an agreement on a fixed price, Connata works on the basis of the previously agreed rates and actual time spent. An estimate or budget is not a fixed price or price ceiling. Connata warns in advance of a foreseeable substantial overrun and discusses the subsequent approach.

4.3      Work outside the agreed scope is additional work. Connata explains the consequences for price and planning. For business clients, a written request or approval from the designated contact person is also sufficient to carry out additional work on the agreed rate basis. For consumers, prior explicit consent to the additional work and the extra price or calculation method is required. Silence is not consent.

4.4      Connata may index rates for ongoing services once every twelve months, for the first time after twelve months have passed since commencement. The increase is at most the positive percentage increase of the CBS consumer price index for all households over the last available month compared to the same month a year earlier. In the case of a negative or zero change, the rates remain the same. Connata announces the indexing at least one month in advance and provides the calculation upon request.

4.5      For business customers, Connata may also charge demonstrable increases in directly relevant costs, such as hosting, licensing, AI, and personnel costs, proportionally without double compensation for already indexed costs. This will be announced at least one month in advance with justification. In the case of an increase above the indexing, the business customer may terminate the relevant ongoing service free of charge as of the effective date of the increase. Work already performed remains payable.

4.6      For consumers, the separate pricing and amendment provisions of article 30 apply. A fixed project price is not unilaterally increased, except for agreed-upon additional work or as permitted by law. A rate change does not retroactively change the price of already delivered services.

Article 5 Invoicing and payment

5.1      Invoices must be paid within 14 days of the invoice date, unless a different term has been agreed upon. Subscriptions are billed monthly in advance, or annually in advance if the customer chooses that option. The billing frequency does not change the agreed-upon duration.

5.2      Connata may in the offer stipulate an advance payment, installment payments, or prepayment. An additional security or prepayment during a business agreement may only be requested if concrete circumstances give reasonable doubt about the customer's payment capacity. The measure must be proportional.

5.3      A business customer is in default by operation of law after the payment term has expired. From that moment, the statutory commercial interest, where applicable, and reasonable extrajudicial collection costs are due. The collection costs amount to 15% of the arrears with a minimum of € 40, unless mandatory law provides otherwise; excessive or double-calculated costs will not be charged.

5.4      A consumer is obligated to pay statutory interest after default has occurred according to the law. Extrajudicial collection costs are only due after a correct cost-free fourteen-day letter and within the statutory maxima. The term begins on the day after receipt of that reminder. The letter states the consequences and the amount of the collection costs.

5.5      A business customer may not offset or suspend payment, unless the claim of that customer has been acknowledged in writing by Connata or has been irrevocably established. A consumer retains his statutory rights to suspend and offset. An invoice dispute does not suspend the payment obligation of the undisputed part.

5.6      In the case of a due payment arrears, Connata may, after written warning and a reasonable payment term, proportionately limit or suspend the relevant services. Connata weighs the consequences and does not let the measure go further than necessary. Statutory rights to data, withdrawal, switching, or dissolution are not made dependent on payment of a disputed invoice.

Article 6 Intellectual property and usage rights

6.1      All intellectual property rights to software, source code, designs, methods, models, documentation, teaching materials, and reusable components developed or provided by Connata remain with Connata or its licensors. Payment or delivery does not transfer these rights. Transfer can only occur through a written agreement.

6.2      Upon payment of the required fee, the customer receives a non-exclusive right to use for the agreed purpose, number of users, scope of application, and the agreed duration. For SaaS, this right ends at the end of the subscription, while maintaining necessary access for legal export and transition rights. For a one-time paid custom license, the right of use applies indefinitely, unless otherwise agreed.

6.3      The right of use includes internal use by the customer and, where the agreed service intends, use by its authorized employees, partners, or end users. Publication of an app or website developed for public use falls within the agreed purpose. The customer may not independently resell, rent, sublicense, or commercially exploit outside that purpose without written permission.

6.4      Source code, development environments, and technical management access are only provided if explicitly agreed. Legal rights for legitimate users, including permitted backups, error correction, and interoperability, remain unaffected. Designations of rights holders may not be removed.

6.5      Connata may reuse general knowledge, techniques, and non-customer-specific components. No confidential information, personal data, or materials of the customer will be disclosed or used in violation of the agreement.

6.6      Rights to existing customer materials and customer data remain with the customer or the relevant rights holders. The customer grants Connata only the usage rights necessary for the execution of the agreement. Article 19 applies to AI output; the ownership of the underlying software does not mean that all customer content or generated output becomes the property of Connata.

6.7      For open-source software and third-party software, the applicable licenses apply, which will be made available before the contract is concluded to the extent that they determine the use by the customer. They grant the customer any additional rights and do not limit the mandatory obligations of Connata towards consumers.

6.8      A business customer indemnifies Connata against claims from third parties due to a attributable infringement by materials provided by that customer or imposed instructions. Connata will report a claim in a timely manner, allow the customer to reasonably cooperate in the defense, and will not settle at the expense of that customer without their consent. The indemnity does not apply to Connata's share in the cause.

Article 7 Confidentiality and personal data

7.1      Parties keep information confidential that has been indicated as confidential or is reasonably recognizable as such. Use is limited to the execution of the agreement. They impose an appropriate confidentiality obligation on engaged persons and restrict access to those who need it.

7.2      The confidentiality obligation does not apply to lawfully public, independently developed or lawfully obtained information from third parties, or for legally required provision. In the case of mandatory provision, the other party, to the extent permitted, will be informed in advance. The obligation lasts for five years after termination and for trade secrets as long as they are protected as such; legal privacy obligations continue to apply.

7.3      For its own customer administration, invoicing, and similar own purposes, Connata processes personal data as the data controller according to its privacy information. If Connata processes personal data on behalf of the customer, the parties will enter into a data processing agreement in accordance with Article 28 GDPR prior to that processing. These general terms do not replace that agreement and do not constitute general consent for any use or any transfer.

7.4      The customer is responsible for the legality, purpose limitation, accuracy, and necessity of the personal data that he has processed, for his information obligation, and for lawful instructions. Connata remains responsible for its own legal obligations, appropriate security, lawful engagement of subprocessors, and for identifying apparently unlawful instructions.

7.5      A security incident or possible data breach will be reported immediately to the other party as far as relevant to the collaboration. For reporting deadlines, support, retention periods, audits, and handling of requests from data subjects, the data processing agreement and the law apply. No provision in these terms limits the rights of data subjects or the powers of supervisory authorities.

7.6      Parties agree in advance which categories of personal data will be processed and which measures and transfer safeguards are necessary. Article 19 also applies to the particular risks associated with AI services. Information about the processing may not be replaced by merely a reference to the user's responsibility.

Article 8 Liability towards business customers

8.1      This article applies exclusively to business customers. Article 31 applies to consumers. Connata is solely liable for direct damage resulting from a attributable shortcoming or unlawful act, within the limits of this article. Where required, liability arises only after a sufficiently specified written notice of default with a reasonable remedy period.

8.2      For direct financial damage, the total liability per assignment is limited to the agreed compensation for that assignment excluding VAT, with a maximum of € 500,000. In the case of a continuous agreement, the limit is the compensation for the relevant service over the twelve months preceding the first damage-causing event. If that agreement exists for a shorter period, the compensation applies to the first twelve contract months, or over the shorter agreed total duration.

8.3      The limit from the previous paragraph applies to all related events collectively. For continuous agreements, the same limit also applies as a total maximum for events in one contract year. For a separate, free trial service without a paid assignment, the limit for direct financial damage is € 1,000.

8.4      Direct damage includes only reasonable costs for determining the cause and extent of the damage, reasonable costs to remedy a shortcoming to the extent Connata is responsible for it, reasonable costs to prevent or limit direct damage and other directly incurred financial losses. Reasonable costs for recovery of data from available backups may fall under this if Connata is at fault in its agreed backup obligations.

8.5      Excluded are lost profits, missed savings, loss of revenue, reputational damage, missed opportunities, damage due to business stagnation, claims from the customer's clients, and other indirect or consequential damage. The economic value of lost data and costs of complete reconstruction without available backup are excluded. These exclusions do not negate the agreed recovery and export obligations.

8.6      For death, personal injury, and physical damage to property, instead of the financial limit in paragraphs 2 and 3, a limit of € 1,000,000 per event and for related events collectively applies. The claim for compensation is not solely dependent on a payout by an insurer. The insured amounts do not guarantee that a specific damage is covered.

8.7      The limitations and exclusions do not apply in cases of intent or conscious recklessness by Connata or its management, nor to the extent that mandatory law opposes this. They do not limit liability towards those involved under Article 82 GDPR. Any internal allocation of a GDPR damage claim will only be applied to the extent legally permitted and according to each party's responsibility.

8.8      The customer limits damage reasonably and reports a claim as soon as possible. A late report only leads to a reduction in compensation to the extent that Connata has actually been disadvantaged as a result. A claim for damages expires twelve months after the business customer became aware or reasonably could have been aware of the damage and the party liable for it, unless the claim is made in writing and substantiated within that period. The statutory limitation continues to apply thereafter.

8.9      These provisions apply regardless of the legal basis and can also be invoked by employees and assistants involved in the execution as a third-party clause. Claims are not multiplied indefinitely by submitting the same damage through different persons, agreements, or grounds. For each individual assignment, the agreed delimitation remains decisive.

Article 9 Force Majeure and Disruption

9.1      Force majeure occurs when performance is prevented by a circumstance that cannot be attributed to the affected party and that, according to law, agreement, or traffic norms, is not their responsibility. This may include large-scale power or network outages, war, government measures, and serious external calamities.

9.2      Disruptions at suppliers, cyberattacks, illness, or staff shortages are not automatically force majeure. It remains required that the event could not reasonably have been prevented or mitigated with measures that could have been expected from the affected party. Inadequate security, insufficient maintenance, or payment incapacity of Connata do not in themselves constitute force majeure.

9.3      The affected party reports the cause and expected consequences as soon as possible, limits the consequences, and resumes execution as soon as reasonably possible. Obligations are only suspended to the extent they are affected by force majeure.

9.4      If the impediment lasts longer than 30 days, or it is established that performance is permanently impossible, then either party may terminate the affected, not yet performed part in writing without compensation for consequential damages. Services that have already been delivered and are independently usable will be settled proportionately. Advance payments for services that will not be delivered definitively will be refunded. Further legal rights of consumers remain in effect.

Article 10 Duration and termination of agreements

10.1   A project ends upon completion, unless maintenance or other follow-up services have been agreed upon. For SaaS, article 16 applies. Other ongoing assignments, including consulting and personnel deployment, apply for the agreed duration and in absence thereof for an indefinite period.

10.2   A business agreement for an indefinite period may be terminated in writing by either party with one month's notice. A business assignment for a fixed term or until completion is not regularly terminable in the interim, unless otherwise agreed. Article 7:408 paragraph 1 of the Civil Code is excluded for these business assignments. Legal dissolution and the special SaaS transition arrangement remain possible.

10.3   If Connata agrees to the interim termination of a business fixed assignment, then the work performed, unavoidable obligations, and demonstrable loss due to reserved capacity are owed, reduced by savings and reasonable substitute income. The compensation shall not exceed the remaining agreed amount. For training, the specific cancellation policy of article 25 applies.

10.4   In the event of a sufficiently serious shortcoming, the other party may terminate the agreement in whole or in part after, where legally required, a written remedy period has elapsed without result. In the case of a partial shortcoming, the consequences remain proportional. A disputed complaint does not in itself justify immediate termination of all services.

10.5   In the event of bankruptcy, the dissolution of the legal entity, or the definitive cessation of the business of a business customer, Connata may terminate as far as the law allows. Legal restrictions, including applicable insolvency and restructuring rules, remain in effect.

10.6   Upon termination, future usage rights expire to the extent that they are linked to the duration. Parties shall return or delete confidential information, subject to legal retention obligations, evidence preservation, and the agreements regarding backups and data export. Amounts already due and provisions that continue to apply remain in effect. Article 29 applies to consumers.

Article 11 Complaints and disputes

11.1   Complaints can be submitted via info@connata.nl, with a clear description and relevant details. Connata will respond substantively within 14 days or indicate within that period when a substantive response will follow. A complaint is not a condition for exercising legal rights or approaching the court.

11.2   The agreement is governed by Dutch law. The Vienna Sales Convention is excluded. The choice of law does not deprive a consumer of the protection of mandatory law that applies under the relevant conflict of laws rules.

11.3   Disputes with business customers will be submitted to the competent court of the Gelderland court, subject to mandatory jurisdiction rules. Connata may also approach the legally competent court of the business customer's residence. For consumers, only the court that is competent according to the legal rules applies.

11.4   If a provision is invalid, the remaining provisions shall remain in effect as much as possible. The parties will discuss a legally valid replacement if necessary. An unfair consumer clause will not automatically be replaced or reduced to what would be maximally permissible.

B Software and mobile apps

Article 12 Assignment and development

12.1   Specifications, functionalities, supported platforms, connections, responsibilities and deliverables will be recorded in the assignment. Work that is not included, such as data migration, conversion, source code transfer, hosting or structural maintenance, does not automatically fall under the assignment.

12.2   In an iterative or agile working method, priorities and tasks are coordinated per phase or sprint. A budget limits the available work if expressly agreed upon; it does not guarantee that all subsequently desired functionalities will be realized within that budget. Connata reports reasonably on progress and budget consumption.

12.3   The customer provides representative test data and verifies the accuracy of the data to be migrated. The parties agree in advance who will make a backup and who will check the migration. Connata may not perform destructive conversion without the agreed safeguards and consent.

12.4   Changes in operating systems, browsers, APIs, app stores, or third-party services may require adjustments. Connata informs the customer about known relevant dependencies. Adjustments outside the agreed assignment are additional work, except to the extent necessary to remedy its own shortcoming or arise from legal obligations.

Article 13 Delivery and acceptance

13.1   Connata notifies in writing when a component is ready for acceptance. The business customer has 14 calendar days to test it against the agreed specifications and to report specific, reproducible shortcomings in writing. The notification describes what was tested, what outcome was expected, and what error occurred.

13.2   For business customers, the component is considered accepted when the testing period expires without motivated rejection, the customer accepts in writing, or the component is actually put into production. Use solely for testing does not count as production use. Production use out of necessity during a reported dispute also does not automatically count as acceptance.

13.3   Minor defects that do not materially hinder normal use do not prevent business acceptance. Connata will remedy reported attributable defects within a reasonable period. In the case of a serious defect, a new reasonable testing opportunity for the affected components follows after repair. A deviation from changed wishes is not a defect in the original delivery.

13.4   Acceptance frees Connata from responsibility for hidden defects or unfulfilled repair agreements. For consumers, there is no tacit acceptance by the mere passage of 14 days, and statutory rights do not expire through use or payment.

Article 14 Repair and maintenance

14.1   Connata repairs for business custom assignments reproducible deviations from the agreed specifications that are reported within 90 days after acceptance free of charge, as far as the cause is attributable to Connata. This arrangement does not limit the explicitly agreed performances, the liability arrangement, or statutory rights. For consumers, the statutory conformity arrangement of article 30 applies.

14.2   Investigation and repair of problems due to improper use, unauthorized changes, defective customer equipment, or unsupported software may be charged on the agreed rate basis, to the extent that the problem was caused thereby. Connata informs in advance about the expected costs. For consumers, consent to paid investigation or repair is required.

14.3   Structural maintenance, functional expansion, support for new platform versions, and availability agreements are agreed separately. During an ongoing SaaS subscription, chapter C applies. Maintenance agreements do not detract from mandatory security updates and other mandatory obligations.

Article 15 Mobile apps and distribution

15.1   The assignment specifies for which operating systems, devices, and distribution channels the app is being developed. Compatibility with unagreed or future versions is not guaranteed. Mandatory consumer updates and promised support remain owed.

15.2   Admission to an app store and the continuation of external platform functions are determined by third parties. Connata cannot guarantee admission, but ensures that its agreed-upon work meets the applicable requirements known at development and remedies its own shortcomings. Changed platform requirements may lead to additional work.

15.3   The customer provides, unless otherwise agreed, its own developer accounts, platform subscriptions, and the legality of the published content. Connata provides the agreed-upon technical support. Fees to app stores and platforms are only included if stated in the offer.

C SaaS and AI

Article 16 Trial Period and Subscription

16.1   A trial period is free of charge and lasts a maximum of 14 days, in accordance with the offer. It ends automatically without cancellation. Afterward, Connata may make a paid offer. Without separate acceptance, no payment obligation arises and no paid subscription.

16.2   A paid subscription has an initial term of twelve months from the agreed-upon activation. After that, it continues indefinitely and the customer can cancel at any time with one month’s notice, without obligation to cancel at the end of a calendar month.

16.3   The customer can cancel within the first year by the end date. A cancellation received no later than the last day of the fixed period prevents the extension. A later received cancellation terminates the continued subscription no later than one month after receipt.

16.4   Cancellation can be done via e-mail to info@connata.nl and through an available online cancellation option. Consumers can also cancel in the manner in which they entered into the agreement. Connata confirms receipt and end date. A lack of confirmation does not invalidate a received cancellation.

16.5   Prepaid amounts for periods after the valid end date will be refunded proportionally, in principle within 14 days after the final settlement. Annual billing creates no new minimum duration after the first year. During the fixed term, statutory termination rights and Article 20 remain applicable.

16.6   A free trial version may have limited features, capacity, or support if this has been stated in advance. Data from a trial period will not be automatically transferred to a paid product or directly deleted: the customer will receive information about continuation, export, and deletion before expiration. Article 20 is accordingly applicable to the retrieval period, to the extent that there are stored customer data.

Article 17 Accounts and permitted use

17.1   The customer uses the service within the agreed number of users, storage volume, AI credit, and other previously communicated limits. Additional usage will only be billed according to previously agreed rates and authorizations. A general reference to fair use is not grounds for unexpected costs.

17.2   The customer manages access rights carefully, keeps login credentials confidential, uses available appropriate security measures, and reports suspected abuse immediately. Actions via an account are not irrebuttably attributed to the customer; cause, security, and culpability remain relevant.

17.3   The service may not be used for unlawful content, infringement of third-party rights, spam, deception, malware, unauthorized access, or disruption of systems. The customer is responsible for the legality of their content and instructions. Connata is not obligated to pre-check all content.

17.4   In the event of a concrete threat, serious abuse, or apparently unlawful content, Connata may take necessary and proportionate measures, including blocking the relevant content or access. Connata informs the customer and provides an opportunity for remediation, unless urgency or a legal prohibition prevents that. Undisputed data will be secured where possible, and legal export rights will be respected.

Article 18 Hosting and continuity

18.1   The SaaS products are hosted at Leaseweb in the Netherlands. Back-ups are stored in a data center in Germany. This describes the hosting and backup environment of Connata; external AI processing and other explicitly agreed connections may take place elsewhere and fall under article 19 and the privacy agreements.

18.2   Connata strives to keep the services available and secure. Without a separate SLA, no availability percentage, maximum response time, or guaranteed recovery time is promised. Support is provided during office hours. Notifications outside office hours can be submitted and will be addressed during office hours, unless a separate broader service has been agreed upon.

18.3   Connata makes daily backups of the customer data it hosts and retains these for two months. It takes appropriate measures to secure backups and periodically check their usability. In the event of an incident, Connata makes efforts to restore from a usable backup; restoration to any arbitrary time and absolute loss-free recovery are not guaranteed.

18.4   The backup provision is intended for recovery in the event of incidents and is not a separate archival product. The customer retains their own source files and, where reasonable and technically available, their own exports of business-critical data. This cooperation does not replace Connata's backup obligations.

18.5   Necessary maintenance may lead to temporary interruption. Scheduled maintenance will be announced in advance where reasonably possible and carried out at a time with limited disruption. In case of urgent security risks, Connata may intervene immediately and will inform as soon as possible afterwards.

18.6   Connata may replace technical components or suppliers if the essential agreed functions remain intact and privacy and security obligations are complied with. A significant deterioration for business customers will be announced in advance with a free termination right as of the change date. For consumers, Article 30 applies. Changes to subprocessors follow the processor agreement.

Article 19 MarketingMax and other AI features

19.1   MarketingMax can utilize generative AI through brokers and underlying models or providers, including OpenAI, Anthropic, xAI, and DeepSeek. Available models may change. The name of a model does not by itself indicate which hosting party or processing location is used. Connata provides relevant current information about the actual processing chain used.

19.2   AI output is an automatically generated proposal and may be incorrect, incomplete, outdated, discriminatory, or similar to output for others. The customer verifies facts, copyrights, privacy, advertising claims, and suitability before publishing or using output. Without a separate order, the service does not include substantive legal or professional verification and no guarantee of reach, conversion, or commercial results.

19.3   Entering special personal data, criminal data, BSNs, passwords, and other sensitive or strictly confidential data is expressly discouraged. The user is responsible for the choice of their input and must have a valid basis, where necessary an applicable exception for special data, and sufficient authority. Business contact details may also be personal data.

19.4   The warning in the previous section does not constitute a general prohibition, nor does it constitute permission to process any category of data via any AI route. The customer limits input to what is necessary and anonymizes where possible. If the intended processing requires additional safeguards, this must first be coordinated with Connata. Connata may restrict input or suspend processing when lawful or sufficiently secure processing cannot be ensured.

19.5   Connata remains responsible for its own GDPR obligations and the agreements as processor. Before personal data is processed via AI, appropriate processor agreements, security, and any international transfer safeguards must be arranged. Use of the service or acceptance of these terms is not general consent for model training or transfer outside the EEA. Connata may not use personal data for its own model training without a separate valid legal basis and required agreements.

19.6   Storage, training and processing location may depend on the configured route and the involved provider. These terms do not contain a commitment that OpenRouter or all underlying providers do not store anything, never train, or only process within the EEA. Connata will clarify before the relevant processing which specific agreements and safeguards apply. Such clarification cannot make unlawful processing lawful.

19.7   As far as Connata can grant rights to AI output, the customer receives a non-exclusive right to use, modify, and publish the output generated for them for their own business or personal purposes, even after the end of the subscription. No exclusivity or copyright protection is guaranteed. Rights of third parties and on material provided by the customer remain in effect. The customer does not acquire rights to the underlying software or models.

19.8   When automatically publishing, the service operates within the channels and instructions configured by the customer. Without a separate agreement, the customer decides on publication themselves. The customer complies with applicable transparency and recognizability requirements for AI content; Connata complies with its own obligations as a provider. Legally required markings may not be removed.

19.9   Connata will treat personal data of customers or entered data confidentially and will never sell it to third parties.

Article 20 Switching and data export

20.1   This article regulates the end of SaaS services and, where applicable, the switching under Chapter VI of Regulation (EU) 2023/2854, the Data Act. It takes precedence over conflicting agreements regarding duration, termination, and data retention. The rights can be exercised via info@connata.nl.

20.2   The customer can request to switch to another provider, transfer the exportable data and digital assets to their own infrastructure, or have them deleted after termination. Connata will initiate the process with a maximum of one month notice period after receiving a sufficiently clear request. The customer provides timely the necessary destination and contact details; avoidable delay will be jointly minimized.

20.3   The transition period is a maximum of 30 calendar days after that notice period. If this is technically not feasible, Connata will explain this motivated no later than 14 working days after the request and will mention an alternative transition period of up to seven months. The customer can extend the transition period once with a suitable time frame for their purposes, in accordance with the Data Act.

20.4   During the transition, Connata will continue to carefully deliver the agreed functions, provide reasonable support, supply relevant information for the exit strategy and known continuity risks, and maintain a high security level. The parties will cooperate in good faith. Connata does not guarantee that software from another provider has the same functions or works with the export without adjustment.

20.5   Exportable are the data and files entered or uploaded by the customer; customer-related documents, images, and other stored content; notifications, records, object and building data; stored prompts, generated output, and campaigns; customer-related settings, user and rights structures; and the usage data, relationships, timestamps, and other metadata that are directly or indirectly generated by the customer's use and are necessary to interpret that data. Only categories actually present for the relevant service apply. Non-stored or already lawfully deleted data do not need to be recreated.

20.6   Not included in the export are the underlying software and source code, general algorithms and model weights, non-customer-specific templates and development tools, internal system and network configuration, security secrets, and internal business administration of Connata, to the extent that these solely concern internal operations and are protected by intellectual property rights or trade secrets. These exceptions may not hinder or delay a legally required export and do not exclude necessary customer metadata. Data from other customers will not be provided.

20.7   Export takes place in a structured, common, and machine-readable format, with files as much as possible in their existing format and with the necessary explanation. The specific format, available interfaces, and any technical limitations will be stated prior to the agreement in the service description and during the exit coordination. Where no self-service function exists, Connata will provide a suitable export. Legal obligations regarding interfaces and interoperability remain in effect.

20.8   The agreement ends upon successful completion of the transition; Connata confirms this. In the case of a request for deletion only, it ends after the notice period mentioned in section 2. After the transition period, the customer can still request the data for at least 30 calendar days. In the case of a regular end without a transition, a request period of 30 calendar days after the end date also applies, unless the customer lawfully requests deletion earlier.

20.9   At the end of the request period, the exportable customer data and assets will be removed from the active environment as soon as the transition has been successfully completed. For existing secure backups, the parties agree on a later complete deletion: at the latest two months after the end of the request period, in accordance with the regular backup cycle. During that period, the data will not be used for other purposes; in case of necessary recovery, previous deletions will be reapplied. A legally required shorter period takes precedence. Legally required records will be shielded and retained solely for that retention obligation. The processing agreement further regulates the choice between return and deletion of personal data.

20.10    From January 12, 2027, no transition fees will be charged where the Data Act prohibits this. Without a prior concrete cost agreement, the legally required transition support is free of charge. Additional, non-legally required work in the new environment can only be ordered separately and without obligation.

20.11    Regular usage costs remain due until the end of the service. In the case of a voluntary switch during the first fixed year, only a clearly communicated, proportional compensation for early termination applies: a maximum of the remaining fixed subscription periods, reduced by saved costs and without double counting with provided services. This is not a switch fee and cannot constitute a prohibited switching barrier. There is no termination fee in the case of a statutory right to terminate without cost or a attributable shortcoming of Connata that justifies dissolution.

20.12    Connata provides up-to-date information on the legal areas of the infrastructure and measures against unlawful international government access on www.connata.nl, and provides this before contract conclusion as part of the service information. For personal data, the GDPR and the processor agreement also apply. Connata assesses foreign requests for competence and legality and does not provide data in violation of applicable law.

D Advice and information security

Article 21 Advice and CISO services

21.1   Connata advises and supports within the agreed assignment. In CISO services, this may include risk analysis, policy, coordination, reporting, and guidance. Administrative decisions, budgets, acceptance of risks, and actual implementation remain with the client, unless a specific executive task has been expressly assigned to Connata.

21.2   The job title CISO gives Connata no unlimited representation authority and does not transfer any legal administrative responsibility. A mandate, escalation procedure, and reporting line will be documented separately as needed. The client appoints a competent decision-maker and responds promptly to urgent recommendations.

21.3   Advice is based on the agreed scope and the information available at that time. Connata does not guarantee that every security risk will be discovered, that incidents will not occur, or that the client fully complies with all legislation and standards. This does not remove the obligation for careful investigation, expert advice, and warning of identified relevant risks.

21.4   The client decides on follow-up and records any deviations if desired. Connata is not responsible for consequences that arise solely from not following a clear advice, as long as it is not related to a fault of Connata. Continuous monitoring, incident response, and availability outside office hours are only included if separately agreed.

Article 22 Audits and baseline measurements

22.1   An IBP pre-audit, baseline measurement, or other investigation concerns only the organizational components, systems, period, and version of the standard framework that were agreed in writing. The investigation may consist of document review, interviews, and sampling. Limitations of the scope and available information will be mentioned in the report.

22.2   Connata provides findings and recommendations. A report is not a certificate, formal approval, assurance statement, or guarantee that an external supervisor or certifying body will reach the same conclusion. No certificates are issued in these services.

22.3   The client provides complete and truthful relevant information and access. Connata remains responsible for the professional assessment of that within the agreed scope. A report is a snapshot and is not automatically updated with later changes in systems, organization, or standards.

22.4   The client may use the report internally and share it with their own advisors, auditors, regulators, and other intended recipients, under appropriate confidentiality. Misleading selection, modification, or disclosure is not allowed. Third parties do not acquire independent claims by receiving the report, unless Connata has accepted that in writing or the law provides otherwise.

Article 23 Active Security Tests

23.1   Active tests take place only after written consent from an authorized client and an agreed test plan. The plan specifies the objectives, systems, domains and addresses, permitted methods, excluded actions, time windows, contact persons, stop criteria, and the method of incident reporting.

23.2   The client ensures that they are authorized to allow tests on the involved systems and obtains permission from hosting parties, platform providers, and other rights holders as necessary. Connata verifies the agreed scope and does not act outside that permission. A client declaration does not justify any apparently unauthorized test.

23.3   The parties agree on recovery options, current backups, availability of emergency contacts, and handling of discovered data. Destructive tests, denial-of-service tests, social engineering, and copying of production data are only permitted if this has been specifically and lawfully agreed.

23.4   A test may cause temporary disruption despite precautions. The client will be informed about this in advance. Connata applies proportional methods, limits data access, and interrupts tests when continuation is irresponsible or threatens to fall outside the permission. This risk information is not a general waiver of liability.

23.5   Findings and evidence will be securely stored and removed according to the agreed retention period. Publication of vulnerabilities or approach to third parties will only occur according to a coordinated, lawful procedure, unless there is a legal obligation or necessary action in the event of an acute threat.

E Deployment of ICT professionals

Article 24 Implementation and personnel deployment

24.1   The starting point is that Connata independently executes an agreed assignment with its own employees, the directors, freelancers, or other subcontractors. The assignment determines the activities, deployment, rate, location, and responsibilities. Connata determines the subject matter execution, unless actual provision under the direction and supervision of the client has been agreed.

24.2   The actual execution is decisive for the legal qualification. When there is or will be leadership and supervision by the client, the parties will document the associated agreements and comply with applicable regulations, including the Waadi and rules for employment conditions and working conditions. The label independent assignment does not exclude those obligations.

24.3   Connata may replace a professional with a demonstrably suitable person, taking into account continuity, security, and reasonable demands of the client. In case of illness or absence, Connata informs the client and seeks a solution where reasonably possible. Non-worked hours will not be billed, unless another legally valid and clear availability agreement applies.

24.4   The client ensures a safe working environment at its location, necessary access, work resources, and instructions regarding local risks. Parties share the information needed to comply with labor, tax, and safety obligations. Each party remains responsible for the obligations assigned to it by law.

24.5   Hours are recorded and specified upon request. A business client reports specific objections within 14 days of receiving a timesheet. If no objections are made, Connata may use this as a basis for invoicing, without prejudice to counter-evidence. Additional efforts are coordinated according to the agreed authorization procedure.

24.6   Connata does not impose prohibited hindrances to employment or any other employment relationship protected by the hindrance prohibition after making available. Only if separately agreed in advance, a reasonable fee for actual services rendered around making available, recruitment, or training may be requested, taking into account already recouped costs. These terms do not include an automatic takeover penalty.

F Trainings

Article 25 Registration and cancellation

25.1   This chapter applies to trainings, workshops, and courses from Connata, with open registration, in-company, and online. The agreement specifies content, location or platform, dates, price, required prior knowledge, and any included materials or exams. The client who registers is the contracting party; a participant is not automatically also liable for payment.

25.2   In open registration, places are assigned in order of final registration, subject to previously communicated admission requirements. Connata confirms the registration and provides timely practical information. Participation, an exam, or a certificate is only provided to the extent that it is included in the offer. No passing or diploma guarantee is given.

25.3   A business client can cancel an open training in writing up to and including 30 calendar days before the start. Then only the previously mentioned registration fees and demonstrable, non-cancellable costs of already specifically ordered materials are due. Prepaid tuition fees will be refunded for the rest.

25.4   In case of business cancellation less than 30 calendar days before the start, no-show, or interim termination, the agreed training price is due. Demonstrable savings and income from reselling the same vacated place will be deducted from this. No double compensation for the same place will be received.

25.5   A specifically organized in-company training for a business client is not unilaterally regularly cancellable. In case of agreed early termination, the compensation from article 10 paragraph 3 applies. Parties can agree in writing on another date; unavoidable extra costs will be made transparent in advance.

25.6   A participant may be replaced free of charge by someone who meets the admission requirements after consultation before the start. Already personalized, non-reusable materials may be charged at demonstrable costs if this has been communicated in advance. The original contractor remains liable for payment.

25.7   For consumers business cancellation terms in sections 3 to 5 do not apply. They retain their right of withdrawal and, where the training is a service agreement, the right to terminate early. Only the reasonable fee and costs due according to article 29 and the law can be calculated; not automatically the full training price.

Article 26 Execution and teaching materials

26.1   Connata may replace a teacher with a suitable teacher and update content, provided that the character, level, and essential learning objectives of the training remain intact. A substantial change in content, date, location, or teaching method will be coordinated with the customer. Minor, reasonable updates do not in themselves entitle to free cancellation.

26.2   Connata may, in case of insufficient participants, dropout, or another reasonable impediment to execution, reschedule or cancel a training. It will notify this as soon as possible and offer an alternative where possible. If the customer cannot or does not want to participate on the changed date, their obligation for the non-delivered part will lapse and amounts paid for that will be refunded. Legal rights to damages will remain in accordance with the applicable provisions.

26.3   The participant is responsible for the communicated prior knowledge, equipment, and connection for online participation and follows reasonable house, safety, and behavioral rules. In case of serious disruption or unsafe behavior, Connata may limit or terminate participation after warning, or immediately in case of acute danger. Financial consequences will be determined proportionally and according to the law.

26.4   The teaching materials remain property in intellectual property terms of Connata or the rights holders. The participant receives a non-exclusive right of use for personal study and application in their own work environment. Normal digital storage and necessary working copies for this purpose are permitted. Resale, disclosure, distribution outside this purpose, or conducting personal training based on the materials require written permission, unless legally exceptions.

26.5   Audio or video recordings of lessons, participants, or instructors are not permitted without prior consent from the parties involved and Connata, unless there is a legal basis. Connata uses recognizable participant images for promotion only with an appropriate legal basis and where required separate consent; registration does not constitute consent.

G Additional consumer provisions

Article 27 Information and ordering

27.1   This chapter applies to all consumer agreements and takes precedence over any conflicting provisions. Connata provides clear legally required information before the conclusion of the contract, including essential characteristics, total price, payment frequency, fixed duration, renewal, cancellation, execution, complaints procedure, and the applicable right of withdrawal.

27.2   For digital services and content, relevant functionality, compatibility, interoperability, technical requirements, and security and update agreements are communicated in advance. Deviations from objective legal conformity requirements are not solely hidden in general terms and conditions, but where legally possible specifically communicated and expressly and separately accepted.

27.3   When ordering online it is made clear immediately before placing the order that a payment obligation arises. The button or corresponding function states this unequivocally, for example with ‘Order with payment obligation’. Additional paid options require explicit consent. The consumer receives the agreement and terms on a durable data carrier.

27.4   The consumer does not have to waive statutory rights to receive a service. That a service is customized does not automatically remove the right of withdrawal for an agreement for services or digital content.

Article 28 Withdrawal within the reflection period

28.1   In the case of an agreement at a distance or outside the sales area, the consumer, subject to a actually applicable legal exception, has the right to withdraw the agreement without reason within 14 days from the day after its conclusion. A subsequently concluded paid subscription has its own reflection period; a prior free trial period does not replace this.

28.2   Withdrawal can be done with the form in the attachment, via info@connata.nl, by post or with another unequivocal statement. For agreements concluded online, during the reflection period the legally required, clearly identifiable online withdrawal function is also offered. Connata confirms an electronic withdrawal without delay on a durable data carrier. The use of the model form is not mandatory.

28.3   It is sufficient that the declaration is sent before the expiration of the period. The consumer must be able to demonstrate this if necessary. In the absence of legally required withdrawal information, the period is extended in accordance with the law, up to a maximum of twelve months after the original period; if provided later, the legal period of 14 days begins at that moment.

28.4   If the consumer wants a service to start during the reflection period, Connata requests a explicit request in advance. In case of withdrawal, only a proportional amount for the part delivered until the withdrawal is owed if the legal information and consent requirements have been met. No costs will be charged for that without a valid request or required information.

28.5   In the case of services, the right of withdrawal only expires after full execution, when the consumer has expressly agreed to immediate execution in advance and has acknowledged that he loses his right of withdrawal as soon as the service is fully executed. The mere activation of an annual subscription does not constitute full execution of that subscription.

28.6   For digital content that is not delivered on a tangible medium, the right of withdrawal expires at the start of delivery only if the consumer has expressly consented in advance, acknowledged the loss of the right, and Connata has provided the required confirmation. This exception is not automatically applied to a continuous SaaS service.

28.7   Connata will promptly refund the amount due upon a valid cancellation and no later than 14 days after receipt of the declaration using the same payment method, unless the consumer agrees to another method at no cost. A legally owed proportional compensation for services already performed may be offset. The consumer ceases use as soon as the right of use ends due to cancellation.

Article 29 Termination and Settlement

29.1   After the first fixed subscription period, the consumer can terminate at any time with a maximum of one month's notice. The termination cannot be made dependent on registered mail only, a telephone retention conversation, or the expiration of a calendar month. Article 16 remains applicable.

29.2   Insofar as a service, including training, consulting, or development assignments, qualifies as a contract for services, the consumer may terminate it at any time. He is not liable for damages due to the termination. Only legally permissible costs and a reasonably determined portion of the fee may be owed according to articles 7:406 and 7:411 of the Civil Code, taking into account work performed, benefits, reason for termination, and savings.

29.3   A fixed term or cancellation percentage does not detract from the previous paragraph. Where no interim right of termination exists, the agreed obligations remain in effect during the fixed term, subject to legal cancellation, dissolution, or another right of termination. Compensation for voluntary early termination is never automatically higher than reasonable and legally permitted.

29.4   Connata may only terminate a consumer contract while observing the legal restrictions for the professional contractor. In the case of a continuous agreement, it weighs the interests and any necessity of a reasonable notice period and transitional measures. Termination due to a breach requires a legal basis and, where necessary, a remedy period.

29.5   Amounts for periods after the valid end date or for services that are no longer due after termination will be proportionately refunded within the applicable legal period. Rights to the return of digital content provided or created by the consumer and to personal data remain in effect, even when no new agreement is made.

Article 30 Quality and changes

30.1   The consumer has the right to services and digital content that comply with the agreement and the applicable legal conformity requirements. Connata provides the necessary updates, including security updates, during the agreed delivery period and, where legally required, during the period that the consumer can reasonably expect. Best effort does not exclude these rights.

30.2   In the event of a breach, the consumer has the right to free remedy within a reasonable period and without serious inconvenience. When the legal conditions are met, he can request a price reduction or termination and claim compensation. A commercial remedy period of 90 days, acceptance or payment does not limit those legal rights.

30.3   Connata informs the consumer about necessary updates and the consequences of not installing. A claim based on not installing is only possible to the extent that the problem arises as a result and the legal requirements for that claim have been met. A notification within two months after discovering a conformity defect is in any case timely.

30.4   The price remains the same during the first fixed subscription year, except for a legally permitted and clearly agreed tax change in advance. Thereafter, only the transparent annual indexing from article 4 without further price agreement is allowed, with at least one month notice. The consumer can terminate the agreement so that the increase does not apply to a subsequent usage period for him.

30.5   Other price increases or substantial changes to these terms will only be applied after explicit acceptance or on a concrete legally valid basis for amendment with the legally required information and termination possibility. Silence does not constitute consent to a new fixed term or a substantially different agreement.

30.6   Connata may change a continuous digital service beyond what is necessary for conformity if the agreement provides a valid reason for it, the change occurs without extra costs, and the consumer is clearly informed. Valid reasons include necessary adjustments to legislation or safety, replacement of expired technical dependencies, and reasonable improvement of compatibility or functionality. These grounds may not justify arbitrary reduction of core performance.

30.7   If such a change has more than minor negative consequences for access or use, the consumer will receive information in advance on a durable medium about the nature, time, and right of termination. He can terminate free of charge within 30 days after the notification or change, with the latter of those two moments being decisive, unless Connata allows him to retain the unchanged compliant service free of charge. Further legal rights remain in effect.

Article 31 Liability and protection

31.1   The business liability limits, consequential damage exclusions, indemnities, shortened limitation periods, and restrictions on evidence, suspension, or set-off do not apply to consumers. The statutory rules for liability and compensation apply to consumers, including statutory rules regarding own fault and damage limitation.

31.2   A warning about AI, internet disruptions, security tests, or training results does not remove the responsibility of Connata for its own shortcomings. The consumer remains responsible for their own unlawful actions and must follow reasonable and clearly communicated usage instructions.

31.3   No provision limits the right to complain, go to the competent court, or make use of applicable legal remedies. If a provision has multiple meanings, the interpretation most favorable to the consumer applies according to the statutory rules.

Appendix Model form for withdrawal

Fill out this form only and send it back if you wish to withdraw from the agreement. You may also use another clear statement. This form is intended for withdrawal within the statutory reflection period and is not mandatory for a regular cancellation.

To Connata B.V., Linie 528, 2nd floor, 7325 DZ Apeldoorn, email info@connata.nl.

I/We (*) hereby inform you that I/we (*) revoke our agreement regarding the delivery of the following digital content/the provision of the following service (*) revoke/revoked (*):

Service or digital content: ........................................................................................................

Ordered on / agreement concluded on (*): ..........................................................................

Name consumer(s): ............................................................................................................

Address consumer(s): ............................................................................................................

................................................................................................................................................

Order or customer number (if available): ........................................................................

Signature consumer(s), only if submitted on paper:

................................................................................................................................................

Date: ...................................................................................................................................

(*) Cross out what is not applicable.