Terms of service

1. Who you are contracting with

This document is published by AVE17 LTD and governs an order placed on ave17.com, ave17.de, ave17.fr, ave17.es, ave17.it, ave17.uk, ave17.us, ave17.ca or ave17.eu. ave17.ge is a different seller under a different law. It is not operated by AVE17 LTD. Nothing is sold through it yet. Its own details will be published there.

Company

AVE17 LTD, a private company limited by shares

Registered in

England and Wales, number 17254143

Registered office

128 City Road, London, EC1V 2NX, United Kingdom

Contact

hello@ave17.com

Data protection

Information Commissioner's Office, reference ZC225076

VAT

not registered for VAT at the date below; see clause 5

In these terms, we and us mean AVE17 LTD, and you means the organisation or person who orders the service. These details are given under regulation 6 of the Electronic Commerce (EC Directive) Regulations 2002, regulation 8 of the Provision of Services Regulations 2009, which is the instrument that asks a service provider in the United Kingdom for most of this record, and section 82 of the Companies Act 2006. Where these pages are read in Germany, section 5 of the Digitale-Dienste-Gesetz asks for the same particulars and for one more, the person entitled to represent the company; the published set at /documents is where the whole record stands.

2. What these terms cover

These terms apply to everything we do for you: deploying and operating open-source infrastructure, whether on hardware we hold or on yours, along with the assessment, migration, development and support that go with it.

Where we agree something different in writing — a statement of work, a quotation, a signed agreement — that document wins over these terms for whatever it covers.

3. What we provide

• Installation, configuration and hardening of the open-source software you have chosen
• Ongoing maintenance: updates, monitoring, backups, and restoration when something breaks
• Hosting on infrastructure we hold, or maintenance of a deployment on infrastructure you hold
• Assessment, architecture, migration and handover
• Development work against published interfaces, where agreed separately

The software itself is third-party open source. We do not own it, we do not licence it to you, and its own licence terms travel with it. What you are paying for is our work.

4. Ordering and starting

An order becomes a contract when we confirm it in writing. Before that, anything we have said is an estimate.

Setup begins once the first invoice is paid and you have provided what the deployment needs: a domain, access to the machine if it is yours, and any directory or identity system we are asked to integrate with.

Where you are a consumer rather than a business, you have the statutory right to cancel a distance contract within 14 days. If you ask us to start within that period, and we do, you owe us for the work performed up to the moment you cancel.

5. Prices, VAT and payment

Prices are published on this site and are in euro. We are not registered for VAT at the date below, so no tax is added and a published price is the whole price. If we register, VAT is added at the rate then applicable and we tell you before the first invoice that carries it.

• Setup is a one-time charge, invoiced before work begins
• Maintenance is monthly, invoiced in advance
• Work outside the agreed scope is quoted before it starts, and invoiced on completion
• Invoices are payable within 14 days

We accept bank transfer, and card payment through Stripe. Late payment does not stop the service immediately: we will tell you first, and we will not switch anything off without written notice and a reasonable chance to put it right. On a business contract we may charge interest and a fixed sum under the Late Payment of Commercial Debts (Interest) Act 1998, and we would say so before doing it. Published prices can change. A change never applies to a month already invoiced, and we give at least 30 days notice before it applies to you.

5a. If you are a consumer

Most of what we do is for organisations. Where you order as an individual outside your trade or profession you are a consumer, and the Consumer Rights Act 2015 gives you rights that no contract can take away. Nothing in these terms affects them.

In particular: we must carry out any service with reasonable care and skill, within a reasonable time where no time was agreed, and for a reasonable price where no price was agreed. Digital content we supply must be of satisfactory quality, fit for its purpose and as described. If we fall short you may require the work to be done again, or a reduction in price.

The right to cancel a distance contract within 14 days is in clause 4. To use it, tell us in a clear statement — an email saying you are cancelling is enough, and the form at the end of these terms is there if you would rather use one. We refund what you have paid, less the value of any work you asked us to begin inside that period, within 14 days of being told.

Where you have asked us to start straight away and the work is fully performed inside the 14 days, with your express agreement and your acknowledgement that you lose the right to cancel on completion, the right ends when the work is done. We say so before starting rather than afterwards.

We are not signed up to any alternative dispute resolution scheme and are not obliged to use one. Clause 16 says what happens instead.

6. Support

Standard support is included with maintenance. Priority support is a separate monthly charge. What each level covers, how requests are counted, and what is expressly not covered is set out on the service pages and forms part of these terms.

Response times are stated in working hours, Monday to Friday, excluding public holidays in England. They are response times, not resolution times: we tell you we are on it, and then we work the problem.

7. Availability, and what we do not promise

Support is provided in working hours under clause 6. No uptime guarantee forms part of the service.

We do take backups, we do test restores, and we do schedule maintenance in advance and tell you when it is happening. Where a deployment runs on infrastructure you hold, its availability depends on your infrastructure, which we do not control.

8. What we need from you

• Accurate information about the environment, and access to what we need to do the work
• A named person who can make decisions
• Payment on time
• Not to modify the parts of the deployment we maintain without telling us — our maintenance restores a known-good configuration and will overwrite hand edits
• To use the service lawfully, and not for anything that would put our infrastructure or other customers at risk

If you break the last of these, we may suspend the service. We will tell you why, and we will restore it once the cause is gone.

9. Your data

Where we process personal data on your behalf, you are the controller and we are the processor. That relationship is governed by our data processing agreement, which is provided at no charge and forms part of this contract.

The content of your deployment is yours. We claim no rights over it and we do not use it for anything other than running the service. What we can and cannot technically reach is set out plainly on the service pages, along with how to verify it.

10. Confidentiality

Neither side discloses the other's confidential information without permission. This survives the end of the contract.

We do not name customers publicly without written permission, and we do not publish figures about your deployment. If you would like to be named as a reference, that is a separate conversation and always your choice.

11. Intellectual property

Open-source components keep their own licences. Anything we write specifically for you under a development agreement belongs to you on payment, unless we agree otherwise in writing.

Our own configuration management, tooling and documentation remain ours. You get a licence to use and modify them for your own deployment, for as long as you want, including after this contract ends.

12. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

Subject to that, our total liability to you in any twelve-month period is limited to the amount you paid us in that period. We are not liable for loss of profit, loss of business, loss of anticipated savings, or loss of data where you declined a backup arrangement we recommended.

Those two paragraphs apply to business customers. If you are a consumer, nothing in them limits our liability for work done without reasonable care and skill, or for anything else the Consumer Rights Act 2015 says cannot be limited.

13. Ending it

Either side may end the contract by giving one month's written notice. No reason is required and there is no exit fee.

Either side may end it immediately if the other commits a material breach and does not fix it within 14 days of being told.

On termination: we hand over the deployment as it stands — database, file store and configuration — and withdraw our access on request. Personal data we hold as processor is deleted within 30 days of termination unless you ask for it sooner or the law requires us to keep it. Handover work is charged at our ordinary rate; the act of leaving is not.

14. Changes to these terms

We may update these terms. If a change affects you materially, we tell you at least 30 days before it applies, and you may end the contract before it takes effect. The date at the bottom always says when this version came into force.

15. Reporting a security flaw

If you find a vulnerability in anything we run or anything we wrote, write to hello@ave17.com with SECURITY in the subject line.

We reply within two working days. We will not threaten legal action against anyone who reports in good faith, does not access data beyond what is needed to demonstrate the problem, and gives us a reasonable chance to fix it. We ask for 90 days before public disclosure, and if a fix genuinely needs longer we will say so and explain why rather than go quiet.

We credit finders by name unless they would rather we did not.

15a. Things neither of us can help

Neither side is in breach for a failure caused by something genuinely outside its control — a power or network failure at a level above us, a state action, a natural event, an act of war. We tell you as soon as we know, we say what we are doing about it, and if it lasts more than 30 days either side may end the contract without penalty.

This clause does not excuse a failure to pay, and it does not excuse anything we could have avoided by doing the work properly.

15b. The rest of the agreement

• These terms and any document that overrides them are the whole agreement between us on their subject, and replace anything said before
• Nothing here limits liability for a statement made fraudulently
• If a court finds one clause unenforceable, the rest stands and the clause is read as narrowly as it needs to be to work
• Not enforcing something once is not giving it up
• You may not transfer the contract without our written agreement; we may transfer it to a successor to our business, and we would tell you first
• We may use subcontractors, and we stay responsible for their work as if it were ours
• Nobody outside this contract may enforce it under the Contracts (Rights of Third Parties) Act 1999
• Notices are given by email to the addresses each side has given for the purpose, and are treated as received on the next working day

15c. Complaints

Write to hello@ave17.com with COMPLAINT in the subject line, and say what happened and what you want done about it. We acknowledge within two working days and answer within ten. If the answer does not settle it, say so and it goes to a director, who answers within a further ten.

We are not a member of an alternative dispute resolution scheme and are not obliged to use one. Regulation 19 of the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 requires a trader who is obliged to use an ADR entity, or who has committed to using one, to name it; we are neither, so there is nothing to name. If we ever join a scheme it will be named in this clause. The European Commission's online dispute resolution platform closed on 20 July 2025, which is why there is no link to it here.

None of this affects your statutory rights, and none of it stops you going to court instead.

15d. If you are in the European Union

Articles 11 and 12 of Regulation (EU) 2022/2065, the Digital Services Act, ask a provider of intermediary services to publish a point of contact. Ours is the same address for both, and it answers in English.

For recipients of the service

hello@ave17.com, in English

For Member State authorities, the Commission and the European Board for Digital Services

hello@ave17.com, in English

• Where we store material that a customer's own users provide, and offer that service to recipients in the Union, article 13 of the same regulation also requires a legal representative established in a Member State
• Until a legal representative is named in terms clause 15d, hosting on our infrastructure and any new VPN service are not offered to customers established in the Union. Deployment on hardware or a cloud account you hold remains available.
• This is separate from data protection: the representative under article 27 of the EU GDPR, where one is needed, is named in the privacy notice

IF YOU WANT TO CANCEL

Cancellation form

Fill this in and send it back only if you want to cancel. You do not have to use it; any clear statement will do.

To

AVE17 LTD, 128 City Road, London, EC1V 2NX, hello@ave17.com

I give notice that

I cancel my contract for the supply of the following service

Ordered on

Your name

Your address

Your signature

only if you send this on paper

Date

16. Law and disputes

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If you are a consumer resident in Scotland or in Northern Ireland, that does not bind you: you may bring proceedings in your own part of the United Kingdom, and we may bring proceedings against you only there. Section 15C of the Civil Jurisdiction and Judgments Act 1982 gives you that and this clause does not try to take it back.

If you are a consumer resident outside the United Kingdom, this clause takes nothing away from you either. You keep the protection of the mandatory consumer rules of the country you live in, you may bring proceedings there, and we will bring proceedings only there. We state that as our own undertaking rather than resting it on one instrument, because which instrument applies depends on where you are: articles 17 to 19 of Regulation (EU) 1215/2012 and article 6 of Regulation (EC) 593/2008 in the Union, the Lugano Convention where it is in force, and your own national law elsewhere. The undertaking is the same in every case, so you do not have to work out which one you are under.

Before either side goes to court, we would rather talk. Write to hello@ave17.com and say what is wrong.

In force

This document has been in force since 10 November 2026.

10 November 2026

Updated.

5 September 2026

Updated.

1 September 2026

Updated.

27 August 2026

Updated.

24 August 2026

Updated.