Terms of Sale

This is an English version of our Polish Terms of Sale (Regulamin sprzedaży), with the rules for buyers outside Poland. They apply to purchases made on the English pages of ananas24.pl. Where both versions cover the same matter differently, the Polish version prevails, except for § 5 and § 5a (prices, currency and VAT), which apply as written here.

§ 1. Who sells

1. The seller and service provider is Łukasz Warszawa, doing business as Serwis24 Łukasz Warszawa, ul. Kościelna 32A, 26-115 Skarżysko Kościelne, Poland, VAT ID PL6631802947, REGON 260311017 (“Serwis24”, “we”).
2. Contact: [email protected], phone +48 780 014 330. Complaints and subscription questions go to the same address.

§ 2. Who ANANAS24 is for

1. We sell ANANAS24 (the “Program”) only to businesses, organisations and public bodies, for use in their business activity. We do not sell it to consumers.
2. When you order, you give your country and, where required, your VAT ID, and confirm that you are ordering as a business.
3. Online purchase from the European Union (outside Poland) is available only to businesses with a VAT ID that is valid in the European Commission’s VIES register. If you don’t have one, email us and we’ll find another way.
4. If you are a sole trader in Poland and the contract is not of a professional nature for you, Polish law gives you certain consumer rights, including the right to withdraw within 14 days. The Polish version of these terms describes them.

§ 3. Definitions

• Client – the business that ordered the subscription.
• User – a person the Client gives access to the Program (e.g. an employee, technician, or an employee of a supported company in the JUICE client portal).
• Subscription – paid access to the Program for a billing period, in the chosen plan.
• Plan – the scope of the Subscription defined by the number of technicians: Green (up to 2), Ripe (up to 5), Gold (up to 15).
• Technician – an active User account with access to the IT module. Office accounts, view-only accounts and client accounts in JUICE do not count towards the limit.
• Instance – a separate copy of the Program with its own database, set up for the Client.
• Billing period – a month or a year, counted from the day of the first payment.

§ 4. Ordering and conclusion of the contract

1. You order through the form on ananas24.pl: choose the plan, billing period and currency, give your company and contact details and accept these terms.
2. The contract is concluded when the first payment is received.
3. We set up the Instance and send the login details within 1 business day of payment (Polish business days). If we are late, we extend the billing period by the delay.
4. We may refuse to conclude the contract, e.g. when the company details are untrue or the VAT ID is not valid. In that case we refund the full payment within 14 days.

§ 5. Prices and payment

1. Prices on the English pages of ananas24.pl are net prices in euros (EUR). You can also pay in US dollars (USD) – the amounts are the same numbers in dollars, not a conversion.
2. Paying yearly gives a 20% discount compared with paying monthly.
3. You pay by card through the payment provider Stripe. The Subscription renews automatically for the next period, and the fee is charged at the start of the period.
4. On request we can settle by bank transfer against an invoice. Such an arrangement is made by email, outside the form.
5. We send the invoice to the email address you give.
6. If a payment fails, the Program works normally for 14 days and then switches to read-only mode. We don’t delete data because of late payment.
7. We announce price changes by email at least 30 days before they take effect. The new price applies from the next billing period. If you don’t agree, you can cancel before that date.
8. A larger plan is switched on as soon as you ask, and the difference is settled at the next payment. A smaller plan applies from the next billing period.

§ 5a. VAT for buyers outside Poland

1. European Union (outside Poland): the service is invoiced without VAT under the reverse-charge mechanism (Article 196 of Council Directive 2006/112/EC). You account for VAT in your own country. We check your VAT ID in VIES when you order and again at checkout; if VIES is temporarily unavailable, the purchase waits until it can be checked.
2. Outside the European Union (e.g. the United Kingdom, Switzerland, Norway, the United States): the service is invoiced without Polish VAT, as a service supplied outside Poland. Any local taxes are your responsibility. A tax ID is optional.
3. Poland: Polish businesses pay 23% VAT, also when buying on the English pages.
4. You confirm that the country and VAT ID you give are correct. If they turn out to be wrong and we have to charge VAT, we may invoice the missing VAT.

§ 6. What the Subscription includes

1. Access to the Program in the cloud, on a separate Instance, within the chosen plan. All plans have the same features and differ only in the technician limit.
2. Program updates during the Subscription at no extra cost.
3. Help with onboarding and with moving data from your previous program, if you give us its database.
4. Email support on Polish business days, 8:00–16:00 Central European Time. We reply by the next business day at the latest.
5. Custom implementation (configuration for your systems, setting up Zabbix, n8n or a local AI model) is not part of the Subscription and is quoted separately.
6. The Program works in a current browser (Chrome, Edge, Firefox, Safari) and on phones as an app installed from the browser. You need internet access and an email address.
7. The Program interface is available in English. Some elements may still be in Polish: emails and text messages sent by the Program, AI-generated texts and the built-in contract templates, which follow Polish law (you can save your own templates).

§ 7. Availability and backups

1. We work to keep the Program available around the clock. We don’t guarantee a specific availability percentage unless we sign a separate SLA.
2. Planned maintenance (e.g. updates) happens outside working hours, and we announce it in the Program or by email when it is expected to last longer than 30 minutes.
3. We back up each Instance’s database every day and before every update.
4. The Program uses services you connect yourself (e.g. ESET PROTECT, Zabbix, AnyDesk, an SMS provider, an AI provider). Their providers are responsible for how they work.

§ 8. Your obligations

1. You protect Users’ passwords and are responsible for who you give access to. We recommend two-step login.
2. You don’t put unlawful content into the Program or use it to attack other people’s systems.
3. You have a legal basis for processing the data you enter (about your clients, their employees and your employees).
4. You don’t resell access to the Program to other businesses without our consent.
5. If you switch on an external AI model, you decide on the provider and on whether personal data is removed before sending. By default the Program removes it.

§ 9. Liability

1. We are liable for damage we cause through our fault, up to the fees you paid in the last 12 months.
2. We are not liable for lost profits or for the consequences of decisions made on the basis of AI suggestions, forecasts and alerts. They are guidance; a person makes the decision.
3. We are not liable for interruptions caused by force majeure, failures of internet operators or the external services in § 7(4).
4. These limitations don’t apply to damage caused intentionally.

§ 10. Complaints

1. Send complaints to [email protected]. Say what it’s about and give your company name or the Instance address.
2. We reply within 14 days. If the complaint is justified and the Program was down through our fault for more than 24 hours, we extend the Subscription by the length of the outage.

§ 11. Term and cancellation

1. The contract is concluded for an indefinite period and renews with each billing period.
2. You can cancel the Subscription at any time, in the Program or by email. Cancellation takes effect at the end of the paid period, and we don’t charge another fee.
3. We don’t refund the unused part of a period, unless you cancel through our fault or because of a change to these terms or prices you don’t accept.
4. We may terminate the contract with 30 days’ notice, or without notice if, despite a warning, you seriously breach § 8(2).

§ 12. Your data after the contract ends

1. The data in the Instance belongs to you.
2. For 30 days after the Subscription ends, the Instance works in read-only mode. During that time you can renew without losing data.
3. On request we give you a full copy of the Instance database and Excel exports, free of charge.
4. 90 days after the Subscription ends we delete the Instance. Our backups with this data disappear in the rotation cycle, at the latest after a further 30 days. Full-server backups at the hosting provider expire at the latest 6 months after the Instance is deleted; until then nobody uses them except to restore after a failure. We delete earlier at your request.

§ 13. Data processing agreement

1. Parties and nature. In the Program you process personal data of your clients, their employees and your employees. You are the controller, and Serwis24 processes the data on your behalf as a processor (Article 28 GDPR). This section is the data processing agreement and applies for the term of the contract and the period in § 12.
2. Subject and purpose. We process data only to provide the service: storing it in the Instance, making backups, updating the Program, providing support and deleting the data after the contract ends. Nature of processing: storage, copying, archiving, viewing to the extent needed for support, deletion.
3. Categories of data subjects. Your employees and contractors (Users), your clients and business partners, and their employees and contact persons, including users of the JUICE client portal.
4. Categories of data. Name, job title or role, email, phone, address, company tax and registration numbers, image (profile photo), data about hardware and workstations, the content of tickets, service reports, conversations and attachments, Users’ login data. The Program is not meant for national identification numbers, identity document numbers or special categories of data (Article 9 GDPR), and you should not enter them.
5. Instructions. We process data only on your documented instructions. These terms, the Program settings and your requests by email are instructions. This also applies to transfers outside the European Economic Area. If the law requires us to process data otherwise, we will tell you before we start, unless the law prohibits it. If we believe an instruction breaches the GDPR, we will tell you without delay.
6. Confidentiality and security. Only authorised persons bound by confidentiality have access to the data. We apply the measures in Article 32 GDPR, including encrypted connections, a separate database for each Instance, passwords and integration keys in a separate encrypted store, two-step login, permissions checked on the server, a change log and daily backups.
7. Assisting the controller. We help you respond to data subjects’ requests and meet your obligations under Articles 32–36 GDPR: security, breach notification, impact assessments and prior consultation. Any request that reaches us directly is passed to you without delay.
8. Breaches. We report a personal data breach to you without undue delay and no later than 24 hours after becoming aware of it. The report contains the information in Article 33(3) GDPR; anything we don’t know straight away follows as soon as we do. We document breaches.
9. Sub-processors. You agree that we use the sub-processors in the table below. Each is bound by an agreement imposing the same data protection obligations as this section, and we are liable to you for their actions as for our own.
10. Changes to sub-processors. We tell you by email at least 14 days before adding or changing a sub-processor. During that time you can object. If we can’t agree, you can terminate the contract with effect from the date of the change and get a refund for the unused period.
11. Services you connect yourself. If you connect a service to the Program with your own key or account (e.g. an AI, SMS, ESET or Zabbix provider, Google Calendar), data flows to it on your instruction and under your own contract with its provider. They are not our sub-processors. By default the Program removes personal data before sending anything to an external AI model.
12. Audits. We provide the information needed to show that we meet these obligations. An audit at our premises is arranged 14 days in advance, no more than once a year, unless there has been a breach or an inspection by a supervisory authority. You bear the cost of the audit.
13. End of processing. When the contract ends we return and delete the data as set out in § 12, unless the law requires us to keep it. On request we confirm deletion in writing or by email.

Sub-processor	Registered office	What it does	Where the data is
SEOHOST Sp. z o.o.	Poznań, Poland	VPS server with ANANAS24 Instances and server backups	DATASPACE and EXEA data centres in Toruń (Poland); Seohost’s subcontractors: OVH Sp. z o.o. (Poland), Quality Unit s.r.o. (Slovakia, helpdesk)
Cloudflare, Inc.	San Francisco, USA (Cloudflare Ltd., Ireland)	DNS for ananas24.pl; if traffic goes through the Cloudflare proxy, also forwarding traffic to the Instance	global network; transfers outside the EEA under the Data Privacy Framework and standard contractual clauses
cyber_Folks S.A.	Poznań, Poland	sending emails from the Program (notifications, service reports)	Serwis24 mail server in Poland, backups in Germany and Finland (EU)

§ 14. Final provisions

1. We announce changes to these terms by email at least 30 days before they take effect. If you don’t agree, you can terminate the contract by that date as set out in § 11(3).
2. These terms and the contract are governed by Polish law. The UN Convention on Contracts for the International Sale of Goods (CISG) does not apply.
3. Disputes are settled by the court with jurisdiction for Serwis24’s registered office in Poland.
4. These terms apply from 03.10.2026.