Terms and conditions

Article 1Service provider

The register.lu services are provided by:

• Company: WebCMS S.à r.l.
• Registered office: 278, route d'Esch, L-1471 Luxembourg
• Luxembourg Trade and Companies Register (RCS): B144728
• VAT number: LU23083861
• Email: info@webcms.lu

Support is available from your customer area, on support.webcms.lu and by email.

Article 2Purpose and scope

These general terms and conditions ("Terms") apply to every order placed on register.lu by a customer, whether a business or a consumer ("the Customer"). They prevail over any document of the Customer.

For domain names, they are supplemented by the rules of each extension (article 7). For .lu, the registry's documents prevail over these Terms if they differ.

The Terms that apply are those in force on the day of the order. They are written in French and English; the French version is authoritative.

Article 3Ordering and conclusion of the contract

Orders are placed online, in this order:

• choosing services and adding them to the cart;
• reviewing the cart, where the Customer can change or remove each item and correct input errors;
• accepting these Terms and, where applicable, the registry terms of each extension ordered;
• logging in or creating a customer account, then choosing the billing details and the holder;
• choosing the payment method and confirming the order.

The contract is concluded when the order is confirmed. A confirmation is sent by email; the order, its invoices and the acceptance of the terms are archived and remain available in the customer area.

WebCMS S.à r.l. may refuse an order in the event of an earlier payment dispute, clearly inaccurate information, or a request contrary to the law or to a registry's rules.

Article 4Prices and payment

Prices are shown in euros, including Luxembourg VAT at 17%. Businesses established in another European Union member state with a valid VAT number, and businesses established outside the Union, are invoiced without VAT (reverse charge where applicable).

Services are paid in advance, by card (secure payment by Stripe) or by bank transfer. An order paid by bank transfer must be settled within 15 days; otherwise it is cancelled.

The price paid is guaranteed for the whole period ordered. WebCMS S.à r.l. may change its prices for later periods; the new price appears on the renewal invoice, which the Customer is free not to pay.

Some extensions charge a restore fee when a domain name is renewed after it has expired. This fee is added to the renewal invoice concerned.

Article 5Term, renewal and cancellation

Services are subscribed for the period chosen when ordering (usually one year) from their activation.

Before each expiry date (up to 60 days before for a yearly domain name or hosting), WebCMS S.à r.l. issues a renewal invoice and sends reminders. The service is renewed for a new period once payment is received. If it is not paid by the expiry date, the service is suspended then deleted, and a domain name may be lost (article 7).

The Customer may end a service at any time, from the customer area or by email, without giving reasons or sending a registered letter. Cancellation takes effect at the end of the paid period, unless immediate deletion is requested. Periods that have started are not refunded, subject to articles 6 and 7.

In the event of a serious breach by the Customer (unlawful content, abuse, fraud, non-payment), WebCMS S.à r.l. may suspend the service concerned and, if the breach continues 15 days after a formal notice by email, terminate the contract.

Article 6Right of withdrawal and "satisfied or refunded" guarantee

A consumer Customer may withdraw within 14 days of the conclusion of the contract, without giving reasons, by writing to info@webcms.lu or from the customer area.

By confirming the order, the consumer Customer asks for the service to be performed without waiting for the end of the withdrawal period. If they withdraw, they pay for the service provided until withdrawal, in proportion to the total price.

Registering, renewing or transferring a domain name is fully performed as soon as the registry has accepted it, and the name is registered in the Customer's name. The Customer acknowledges losing the right of withdrawal on a domain name once this operation is performed.

On top of these rights, WebCMS S.à r.l. fully refunds web hosting, email and cloud plans on simple request made within 30 days of subscribing. This guarantee does not apply to domain names or renewals.

Refunds are made within 14 days, to the payment method used for the order.

Article 7Domain names

Holder. The domain name is registered in the Customer's name, who becomes its holder. The Customer chooses the name under their sole responsibility: they guarantee that registering and using it does not infringe the rights of third parties (trademarks, company names, surnames…) and indemnify WebCMS S.à r.l. against any claim on that basis.

First come, first served. A name is only assigned once the registry has accepted it. The availability shown in search results is not a guarantee. If the registry refuses the registration, the price paid is refunded.

Accurate data. The Customer provides accurate contact details and keeps them up to date, in particular the administrative contact's email address, which registries use for official communications (confirming a transfer or a change of holder). Inaccurate data can lead to the registry deleting the name.

.lu domain names. WebCMS S.à r.l. is an accredited registrar with the Restena Foundation, which operates the .lu registry (DNS-LU). For any .lu name, the Customer accepts the .lu registry's general registration terms and naming charter, which form an integral part of this contract and prevail over these Terms if they differ. WebCMS S.à r.l. keeps proof of this acceptance for the whole term of the contract and at least one year after the name is deleted.

Other extensions. Domain names under other extensions (.com, .eu, .fr, .be, .de…) are registered through Gandi SAS, an accredited registrar. The Customer accepts Gandi's terms of service and the rules of each extension's registry, including its eligibility requirements (for example an address in the European Union for .eu and .fr). The Customer guarantees that they meet these requirements.

Renewal and expiry. WebCMS S.à r.l. informs the Customer of expiry dates and of any registry communication that concerns them, in particular about renewal, deletion or changes to the registry's terms. A name that is not renewed is deleted when it expires. Depending on the extension, it can then be restored for a limited period against a restore fee, after which it becomes available to everyone.

Transfer. The Customer may transfer their domain name to another registrar at any time. WebCMS S.à r.l. provides the authorisation code free of charge when one is required and never opposes a transfer, including for unpaid invoices. For an incoming transfer, the Customer guarantees that they are the holder of the name or are authorised to act for them; the transfer starts a new one-year period.

DNS servers. The Customer can change the nameservers of their domains from the customer area; these changes are protected by two-step verification. A wrong DNS configuration is the Customer's responsibility.

Disputes. Registries do not arbitrate disputes between holders and third parties. WebCMS S.à r.l. carries out court decisions and settlements notified to it.

Article 8Hosting, email, cloud and websites

WebCMS S.à r.l. provides the Customer with the resources of the chosen plan, on servers located in Luxembourg. It does its best to ensure the continuity and quality of the services, but may briefly interrupt access for maintenance, announced in advance where possible.

The Customer alone is responsible for the content they publish, store or send. In particular, the following are forbidden: unlawful content or content infringing the rights of third parties, unsolicited email (spam), phishing, malware, and any use that compromises the security or stability of the servers. In the event of a breach, WebCMS S.à r.l. may suspend the service without notice.

The Customer's data remains their property. WebCMS S.à r.l. does not disclose it to third parties without their consent, except under a legal obligation or a court decision. The Customer keeps their own backups of their data and websites.

When the contract ends, the Customer can retrieve their data and point their domain names to the provider of their choice; WebCMS S.à r.l. helps them do so free of charge.

Article 9Customer account and security

The Customer keeps their credentials confidential and is responsible for any operation carried out from their account. They should enable two-step verification, which is required for sensitive operations (DNS servers, transfers, password).

An account can manage other accounts (for example those of an agency's clients). Each account is invoiced separately, with its own billing details. The Customer guarantees that they are authorised to act for the accounts they manage.

The Customer promptly informs WebCMS S.à r.l. of any change to their contact details or any unauthorised use of their account.

Article 10Liability

WebCMS S.à r.l. has an obligation of means. It can only be held liable for a proven fault that caused direct damage to the Customer. For a business, its liability is limited to the amount paid for the service concerned over the last twelve months. Indirect damage (loss of revenue, customers, data or reputation) is excluded.

WebCMS S.à r.l. is not liable in particular for: the Customer's content; a wrong configuration by the Customer; a failure to renew caused by non-payment or inaccurate contact details; a registry's decisions; the hazards of the Internet (network saturation, attacks) despite reasonable security measures.

These limitations do not apply in the event of gross negligence or wilful misconduct, nor to the rights the law grants consumers.

Article 11Force majeure

Neither party is liable for a failure caused by force majeure as understood by Luxembourg case law. The obligations concerned are suspended while it lasts. If it lasts more than 30 consecutive days, either party may terminate the contract in writing.

Article 12Personal data protection

WebCMS S.à r.l. processes the Customer's data (identity, contact details, billing data, login and security logs) to perform the contract, invoice, provide support and keep the account secure, and to meet its legal obligations, in accordance with Regulation (EU) 2016/679 (GDPR).

For domain names, the data of the holder and contacts is sent to the registry concerned and, except for .lu, to Gandi SAS. For .lu, WebCMS S.à r.l. acts as processor on behalf of the Restena Foundation, the controller; see the registry's privacy policy on dns.lu. The data of a holder who is a private person is not published in the .lu WHOIS, except the country of residence, unless they explicitly consent. The Customer informs the people whose data they provide (administrative and technical contacts) of this processing.

Card payments are processed by Stripe; WebCMS S.à r.l. does not keep card numbers.

Data is kept for the term of the contract, then as long as legal obligations require: ten years for accounting records, and at least one year after a .lu domain name is deleted for the proof of acceptance of the registry's terms.

The Customer has the right of access, rectification, erasure, restriction, objection and portability, which they exercise by writing to info@webcms.lu. They may lodge a complaint with the National Commission for Data Protection (CNPD).

Article 13Changes to the terms

WebCMS S.à r.l. may change these Terms. For ongoing contracts, the new terms are notified by email at least 30 days before they take effect; a Customer who refuses them may cancel the service concerned free of charge before that date.

Changes imposed by a registry apply within the time limits it sets. WebCMS S.à r.l. informs the Customers concerned.

Article 14Complaints, mediation and applicable law

Any complaint can be sent to support or to info@webcms.lu. WebCMS S.à r.l. answers it as soon as possible.

A consumer Customer may use the National Consumer Mediation Service free of charge to seek an amicable settlement.

The contract is governed by Luxembourg law. The courts of Luxembourg City have exclusive jurisdiction. A consumer Customer keeps the protection of the mandatory provisions of the law of their country of residence and may bring proceedings before the courts that law designates.