Service Terms and Conditions

Document information

1. Provider identity and contact details

1.1 These Terms and Conditions govern the managed email hosting services supplied by Obsidiancorps S.à r.l.-S. ("Obsidiancorps", "we", "us" or "our"), registered with the Luxembourg Trade and Companies Register under number B294975, VAT number LU36465320, with registered office at 1, rue Pasteur, L-4642 Differdange, Luxembourg.

1.2 Customer service and legal notices may be sent to info@obsidiancorps.com. Our telephone number is +352 691 165 856.

2. Definitions and scope

2.1 "Business Customer" means a natural or legal person purchasing the Service for purposes relating to a trade, business, craft or profession.

2.2 "Consumer" means a natural person purchasing the Service mainly for purposes outside a trade, business, craft or profession.

2.3 "Customer" means the person or organisation identified in the Order. "User" means any person authorised by the Customer to use a mailbox or related function.

2.4 "Order" means the quotation, online order confirmation, invoice, service schedule or other durable record identifying the selected plan, mailbox quantity, storage, optional services, accepted price, starting date and Renewal Date.

2.5 "Pricing Page" means the email-hosting page published on obsidiancorps.com that describes available plans, storage options, optional services and prices. The price and plan details accepted by the Customer will be confirmed in the Order or another durable record.

2.6 "Underlying Provider" means Qboxmail S.r.l., Via Pollative 111/o, 59100 Prato (PO), Italy, VAT ID IT02338120971, which supplies the hosted email platform to Obsidiancorps.

2.7 "Service" means the email hosting, account administration, configuration, monitoring, support and optional services described in these Terms, the Pricing Page and the Order.

2.8 The Order and these Terms form the contract. If there is a conflict, a specifically negotiated provision in the Order prevails, followed by these Terms, followed by the plan and price information captured in the Order, and then general website or marketing material. A later change to the public Pricing Page does not change a current paid term.

3. Eligibility, authority and acceptance

3.1 A person placing an Order must be at least 18 years old and legally capable of entering into a contract. A minor may use a mailbox only under the responsibility of a parent, guardian or other authorised adult.

3.2 A person ordering on behalf of an organisation confirms that they have authority to bind that organisation and to instruct us in relation to its domains, mailboxes and Users.

3.3 The Customer must provide accurate and complete contact, billing, domain and technical information and keep it updated. We may delay activation or suspend the Service where information is materially false, incomplete or cannot be verified.

4. Service description and third-party platform

4.1 The Service is a managed email hosting service delivered through the Qboxmail platform. The Customer contracts with Obsidiancorps. Qboxmail is the Underlying Provider and is not the Customer’s direct contracting party unless a separate written agreement says otherwise.

4.2 Depending on the selected plan, the Service may include email, contacts, calendars, task management, Zoom integration, Microsoft® Exchange ActiveSync, security controls, company-data functions, signature management, monitoring and analysis, and the storage capacity specified in the Order.

4.3 We manage the operational lifecycle of the hosted mailboxes, including account creation, secure configuration, assistance with domain and DNS settings, security-policy configuration, routine account administration, log review, troubleshooting, changes and account closure.

4.4 The features included in each plan are described in Schedule 1, the Pricing Page and the Order. Features may be improved, renamed or replaced by equivalent functions. We will not materially reduce the core paid functionality during a current prepaid annual term except where necessary for security, legal compliance, prevention of abuse or a change imposed by the Underlying Provider.

4.5 Domain registration, internet access, end-user devices, third-party email applications and software licences are not included unless expressly stated in the Order.

4.6 Qboxmail’s own contractual terms govern the supplier relationship between Qboxmail and Obsidiancorps and are not incorporated wholesale as a separate contract between Qboxmail and the Customer. Technical limits, security measures and anti-abuse policies imposed by the Underlying Provider nevertheless apply to the operation of the Service when they are communicated to the Customer or are reasonably necessary to protect the platform.

5. Ordering, activation, migration and configuration

5.1 The contract begins when we accept the Order, receive any required payment, and have the information and access reasonably required to activate the Service.

5.2 Activation and migration dates are estimates unless the Order expressly states a binding date. Delays may arise from domain registrars, DNS propagation, former providers, incomplete credentials, large data volumes, unsupported source systems or other matters outside our control.

5.3 Mailbox migration and import are carried out on a reasonable-efforts basis. The Customer must retain access to and an independent copy of the source data until it has verified that the migration is complete and accurate.

5.4 The Customer authorises us to make the technical changes reasonably required to deliver and secure the Service, including creating or deleting accounts at the Customer’s instruction, changing configuration, applying access restrictions, configuring authentication, reviewing technical logs and contacting Qboxmail support.

5.5 We will not routinely read message content. We may access content only where reasonably necessary to fulfil an authorised support request, investigate a security incident, prevent unlawful use, comply with law or protect the Customer, Users, us or third parties. Access will be limited to authorised personnel and the minimum reasonably necessary.

5.6 The Service is ordinary electronic mail. It is not a certified electronic-delivery or registered-email service and does not guarantee legal proof of delivery, a trusted timestamp, receipt by the intended person or acceptance by a recipient’s system.

6. Prices, VAT and payment

6.1 Current prices are displayed on the Pricing Page and confirmed in the Order. Unless the Order states otherwise, mailbox prices are expressed as a monthly unit price but are invoiced for twelve months in advance, and the annual charge is the applicable monthly unit price multiplied by twelve and by the number of enabled mailboxes. Optional services are priced either as an annual unit price or as a one-off charge, as stated on the Pricing Page and confirmed in the Order.

6.2 Prices are in euros. Business prices may be displayed excluding VAT where this is clearly stated. Before a Consumer places an Order, the total price including applicable VAT and all mandatory charges will be displayed and confirmed on a durable medium.

6.3 Payment is due by the date shown on the invoice or Order. Available payment methods are those stated in the Order or invoice.

6.4 Additional mailboxes, storage upgrades or optional services added during a current term may be charged immediately on a pro-rata basis through the next Renewal Date. Reductions and downgrades normally take effect at the next Renewal Date.

6.5 Except where mandatory consumer law provides otherwise or we materially breach the contract, fees for a current prepaid term are non-refundable after the withdrawal period has expired.

6.6 For Business Customers, overdue amounts may bear statutory commercial interest and reasonable recovery costs. Consumer late-payment consequences are limited to those permitted by applicable law.

6.7 If the Pricing Page and the Order differ, the price expressly confirmed in the Order governs the current term. Optional work or services not included in the selected plan require a separate price confirmation before they are performed, except for urgent protective action reasonably required to contain a security incident.

7. Annual term, renewal, cancellation and price changes

7.1 The initial subscription term is twelve months unless the Order states otherwise.

7.2 Unless the Customer cancels before the Renewal Date, the subscription automatically renews for successive twelve-month terms. Cancellation may be submitted at any time before renewal by email to info@obsidiancorps.com or through any cancellation method made available in the Customer area, and takes effect at the end of the current paid term.

7.3 We will send Consumers a renewal reminder on a durable medium sufficiently before the Renewal Date to restate the renewal, the applicable annual total and the cancellation method. Business Customers may receive a renewal notice, invoice or reminder. The Customer must keep administrative and billing contact details current.

7.4 We may change public prices for new Orders at any time, but a new price will never apply during a current prepaid annual term. For an existing subscription, any new price applies only from the next Renewal Date after at least 30 days’ prior notice. The notice will state the new price and the Customer’s right to cancel before renewal.

7.5 If we do not give the required price-change notice, the existing price continues for that renewal unless the Customer expressly accepts the new price.

7.6 A change shown only on the public Pricing Page does not amend the price already agreed for a current term. The price for added mailboxes, upgrades or options is the price accepted when the addition is ordered, subject to any pro-rata rule in clause 6.4.

8. Consumer right of withdrawal and conformity rights

8.1 A Consumer who enters into the contract at a distance generally has fourteen calendar days from the date of conclusion of the contract to withdraw without giving a reason.

8.2 A Consumer may withdraw by sending an unambiguous statement to info@obsidiancorps.com or by using the model form in Schedule 2 before the withdrawal period expires.

8.3 Where the Consumer expressly asks us to begin the Service during the withdrawal period, activation may begin immediately. If the Consumer then withdraws, the Consumer must pay a proportionate amount for the Service supplied up to the time we receive the withdrawal notice.

8.4 We will refund sums due following a valid withdrawal within fourteen days after receiving the withdrawal notice, using the same payment method where reasonably possible, subject to deduction of any proportionate amount lawfully due for Service already supplied.

8.5 Consumers benefit from the mandatory legal guarantee of conformity and remedies applicable to digital services. Nothing in these Terms excludes, restricts or replaces mandatory consumer rights.

9. Customer domains, DNS and equipment

9.1 The Customer must own, control or be duly authorised to use every domain submitted for the Service.

9.2 Where a domain is registered or managed by a third party, the Customer must provide the access or cooperation required to configure and maintain DNS records, including MX, SPF, DKIM and DMARC records where applicable.

9.3 The Customer is responsible for maintaining its domain registration and internet connection. Expired domains, incorrect DNS settings, local network failures, unsupported software and device problems may prevent or impair the Service.

9.4 Users must use supported operating systems, browsers and email applications and apply current security updates.

10. Accounts, credentials and security

10.1 The Customer is responsible for selecting authorised Users, promptly removing access that is no longer required, and ensuring that credentials are kept confidential.

10.2 Users must use strong and unique passwords and must enable two-factor authentication where required by the selected plan, the Customer’s policy or our reasonable security instructions.

10.3 The Customer must notify us immediately of suspected credential compromise, unauthorised access, malware, phishing or other security incidents affecting the Service.

10.4 Antivirus, antispam, authentication and access controls reduce risk but cannot detect or prevent every threat, false positive, false negative or unauthorised act. Users remain responsible for exercising reasonable care with messages, links, attachments and credential requests.

10.5 We may reset credentials, block sessions, restrict IP addresses, quarantine messages, temporarily disable functions or take other proportionate protective steps where we reasonably believe an account or the platform is at risk.

11. Storage quotas and message handling

11.1 Each mailbox has the storage quota shown in the Order. All mailbox folders, including sent, trash, spam and user-created folders, may count toward the quota.

11.2 When a mailbox reaches its quota, messages may not be sent, received or stored. The Customer must delete data or purchase a supported storage upgrade.

11.3 Maximum message size, daily sending volumes, connection rates, aliases and other technical limits may apply by plan to protect reliability and prevent abuse. Current limits may be stated on the Pricing Page, in service documentation, through support or in a service notice. Standard email hosting is not intended for bulk marketing or high-volume transactional sending.

11.4 Messages in Spam and Trash folders are automatically and permanently deleted 30 calendar days after they are received as spam or moved to Trash. The Customer must move any message it wishes to retain to another folder before that period expires.

11.5 Messages held in Quarantine for more than 30 calendar days may be permanently deleted without notice and may not be recoverable. Moving a message out of Quarantine is performed at the Customer’s or User’s risk and may expose the User to malicious content.

11.6 A standard mailbox is intended for active sending, receiving and consultation of email, not as a passive compliance archive or general file-storage service. Users should access their mailbox at least once every 30 days. Where a mailbox is used only to accumulate messages, we may require activation of the Security Email Archive, a storage upgrade or another appropriate arrangement.

12. Optional Security Email Archive

12.1 The Security Email Archive is an optional cloud service that creates a read-only mirror copy of messages successfully received through the Qboxmail MX servers and successfully sent through the Qboxmail SMTP servers. It provides search, export and recovery functions, does not count against the normal mailbox quota, and is described by the Underlying Provider as having no fixed storage-space limit.

12.2 The archive retention period is selected in the Order from one to ten years. Messages whose sending or receiving date is older than the selected retention period are automatically and permanently deleted from the archive.

12.3 The archive price is stated on the Pricing Page and confirmed in the Order. Unless stated otherwise, it is charged per enabled mailbox per year and billed annually in advance.

12.4 The Customer is responsible for selecting an appropriate retention period, access permissions and lawful basis for archiving. The archive is a technical storage tool and does not by itself ensure compliance with employment, regulatory, evidential or records-management obligations.

12.5 Archive access and export should be completed before deactivation or termination. Following deletion or expiry of the applicable retention period, archived data may not be recoverable.

12.6 Archiving begins when the option is activated. Messages already present in a mailbox are included only if a separate import is requested and successfully completed. Messages sent through an external SMTP service or otherwise bypassing the hosted platform may not be archived.

13. Backup and assisted restore

13.1 The underlying platform includes Mail Time Machine and automated backup functions intended to support recovery from certain accidental deletions or technical failures. Available restore points generally cover up to the previous 15 days, but availability, completeness, exact timing and recovery of any particular message are not guaranteed.

13.2 The price of an assisted restore operation is stated on the Pricing Page and confirmed before work begins. The current standard charge is €100.00 per restore operation, excluding VAT where applicable. The fee is due for the agreed recovery attempt whether the requested data is fully, partly or not recoverable, provided the attempt is carried out with reasonable care.

13.3 Unless otherwise agreed, one restore operation covers one mailbox and one requested recovery job using one selected restore point or date range. Additional mailboxes, materially different date ranges or repeat attempts are separate restore operations. A request must be made by an authorised Customer contact and identify the mailbox, approximate dates and data concerned.

13.4 Restores are performed on a reasonable-efforts basis and may cause duplicate, reorganised or incomplete data. The Customer should maintain independent exports or backups of information that is critical, irreplaceable or subject to special retention requirements.

14. Acceptable use

14.1 The Customer and Users must use the Service lawfully and in a manner that does not harm the platform, its reputation, other customers or third parties.

14.2 The Service must not be used to send unsolicited bulk messages, spam, phishing, malware, fraudulent content, unlawful threats, harassment, discriminatory abuse, child sexual abuse material, infringing material or content that violates privacy, confidentiality or intellectual-property rights.

14.3 The Service must not be used primarily as a high-volume marketing or transactional email-sending platform unless we expressly approve that use in writing. Users must not evade sending limits, probe or attack systems, share credentials with unauthorised persons, impersonate others or interfere with security controls.

14.4 The Customer is responsible for the acts of its Users and for maintaining any legally required consent, notice, unsubscribe process and records relating to messages it sends.

14.5 We may investigate complaints, preserve relevant technical evidence, limit sending, block content, suspend an account or notify competent authorities where reasonably necessary to stop abuse, comply with law or protect the Service.

14.6 Messages sent through the hosted SMTP service must use a sender address or alias belonging to a domain authorised for the Customer and active on the platform. The Customer must comply with communicated daily sending limits and use a dedicated email-delivery service where its sending profile exceeds normal mailbox use.

15. Monitoring, logs and technical administration

15.1 To operate, secure and support the Service, we and Qboxmail may process technical logs and metadata, such as login events, IP addresses, message-routing information, security events, storage usage, administrative actions and delivery status.

15.2 We may review logs to diagnose faults, investigate suspected abuse or compromise, verify configuration, respond to Customer requests and comply with legal obligations. Monitoring is not a guarantee that every event, attack or misuse will be detected.

15.3 Business Customers are responsible for informing Users, employees and other data subjects about appropriate monitoring and administration and for obtaining any approval required by employment, communications or data-protection law.

16. Availability, maintenance and dependencies

16.1 We use reasonable care and skill to provide the Service. Email and internet services may nevertheless experience delay, interruption, filtering errors, delivery failure, maintenance, security incidents and failures of third-party networks or systems.

16.2 Routine or emergency maintenance may temporarily affect the Service. Where reasonably possible, notice of planned maintenance that is expected to cause material disruption will be given in advance.

16.3 Unless an Order expressly includes a service-level agreement, no specific uptime, response time, delivery time, recovery time or service-credit entitlement is guaranteed. Any service level published by the Underlying Provider applies between it and Obsidiancorps and is passed through to the Customer only where expressly stated in the Order.

16.4 We are not responsible for failure caused by the Customer’s domain registrar, DNS provider, internet connection, local network, device, software, configuration made without our approval, unauthorised act, or a recipient’s mail system, filtering policy or blocklist.

17. Support

17.1 Support requests may be submitted using the contact details or support channel communicated by us. The Customer must provide sufficient information and reasonable cooperation for diagnosis.

17.2 Standard support covers the hosted Service and our managed configuration. Work involving unsupported devices or applications, extensive remediation, third-party systems, forensic investigation, major migrations or project services may require a separate quotation.

17.3 Support targets, business hours or priority handling apply only where expressly stated in the Order or a separate support schedule.

17.4 Customers and Users must contact Obsidiancorps for support and must not present themselves to Qboxmail as Qboxmail customers or authorised contacts unless we instruct them to do so. We may escalate an issue to Qboxmail and provide the technical information reasonably needed for diagnosis.

18. Data protection and confidentiality

18.1 Our Privacy Notice explains how we process account, contact, billing, support and security information for our own purposes as data controller.

18.2 For Business Customers, the Customer normally determines the purposes and lawful basis for processing mailbox content and User data and acts as controller, or in some cases as processor for another controller. Obsidiancorps acts as processor or sub-processor as applicable, and Qboxmail acts as a further sub-processor. Where Article 28 GDPR applies, the parties will enter into or incorporate an appropriate Data Processing Agreement.

18.3 For Consumers using the Service personally, Obsidiancorps processes mailbox and service data as necessary to perform the contract, provide support, maintain security and comply with law, with Qboxmail acting as a service provider and processor where applicable.

18.4 Qboxmail S.r.l. is an identified hosting sub-processor. Qboxmail states that customer-hosted data and its backups are hosted in the European Economic Area. Its Data Processing Agreement states that processor data may be retained for up to 30 days after the service contract ends before erasure, subject to technical backup cycles. Qboxmail’s public GDPR information also states that a definitive deletion request is completed across its systems within 60 days unless retention is required by law. If processing arrangements materially change, we will provide any notice required by applicable data-protection law and use an appropriate transfer mechanism where required.

18.5 Each party must keep confidential any non-public business, technical, security or personal information received from the other and may disclose it only to personnel, advisers and service providers who need it and are bound by appropriate duties, or where disclosure is required by law.

18.6 The Customer must not use the Service to process data unlawfully and must apply appropriate safeguards where messages contain special-category, criminal-offence, medical, financial, professional-secret or other particularly sensitive data.

19. Suspension and termination

19.1 We may suspend all or part of the Service where payment is overdue, the contract has expired without renewal, the Customer materially breaches these Terms, continued use creates a security or legal risk, a competent authority requires action, or suspension is reasonably necessary to protect the platform or third parties.

19.2 Except in urgent cases, we will give reasonable notice and an opportunity to remedy a remediable breach. Urgent suspension may be immediate where needed to contain abuse, compromise, malware, unlawful content, service disruption or risk to other users.

19.3 Either party may terminate for a material breach that is not remedied within fourteen days after written notice, unless the breach cannot be remedied or immediate termination is permitted by law.

19.4 A Consumer may also terminate or seek remedies where required by mandatory consumer law, including where a digital service is not brought into conformity within a reasonable time.

20. End of service, export and deletion

20.1 Before cancellation, expiry or termination takes effect, the Customer must export any messages, contacts, calendars, archives, logs or other data it wishes to retain.

20.2 Access may end on the effective termination or expiry date. Any temporary reactivation or export assistance is discretionary, may require payment and is not guaranteed.

20.3 After a definitive account deletion request, active data will be deleted or made inaccessible in accordance with our and Qboxmail’s procedures. Qboxmail states that a definitive deletion request is completed across its systems within 60 days unless retention is required by law. Where the Service ends without an earlier definitive deletion request, Qboxmail’s Data Processing Agreement provides for processor data to be retained for up to 30 additional days before erasure, with some data potentially remaining in technical backups for longer. Spam, Trash, Quarantine and archive-retention deletions may occur earlier under clauses 11 and 12.

20.4 Termination does not affect rights and obligations accrued before termination, including payment, confidentiality, liability and lawful retention obligations.

21. Liability

21.1 Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, gross negligence, death or personal injury caused by negligence, breach of mandatory data-protection obligations, or any liability that cannot lawfully be excluded or limited.

21.2 For Consumers, our liability and the Consumer’s remedies remain subject to mandatory consumer law. Any exclusion or limitation below applies only to the extent legally permitted.

21.3 For Business Customers, neither party is liable for indirect or consequential loss, loss of profit, revenue, anticipated savings, goodwill, opportunity or business interruption, or loss or corruption of data, except to the extent caused by a matter listed in clause 21.1.

21.4 For Business Customers, our total aggregate liability arising from the Service during any twelve-month period is limited to the fees paid or payable for the affected Service during the twelve months preceding the event giving rise to the claim, except for a matter listed in clause 21.1.

21.5 The Customer is responsible for maintaining appropriate business-continuity, independent backup, retention and security arrangements proportionate to the importance and sensitivity of its email data.

22. Business Customer indemnity

22.1 This clause applies only to Business Customers. The Business Customer will indemnify us against third-party claims, regulatory costs and reasonable legal expenses arising from unlawful content, unlawful instructions, infringement, spam or other misuse by the Customer or its Users, except to the extent caused by our breach, negligence or unlawful act.

22.2 We will notify the Business Customer of a covered claim, allow reasonable participation in the defence and settlement, and take reasonable steps to mitigate loss.

23. Changes to the Service and these Terms

23.1 We may make non-material changes to improve clarity, security or administration. Material contractual changes will normally apply from the next Renewal Date after prior notice. Price changes are governed specifically by clause 7.

23.2 A change may take effect sooner where required by law, a regulator, security needs or the underlying provider, provided we give as much notice as reasonably possible and do not remove mandatory Customer rights.

23.3 If a material change substantially disadvantages the Customer during a current term and is not legally or technically unavoidable, the Customer may terminate the affected Service and receive a pro-rata refund for the unused prepaid period.

23.4 The Pricing Page may be updated for new Orders without amending existing contracts. Changes to technical limits or security controls may take effect during a term where reasonably required for platform integrity, anti-abuse protection, legal compliance or compatibility, subject to clauses 4 and 23.2.

24. Force majeure

24.1 Neither party is liable for delay or failure caused by an event beyond its reasonable control, including natural disaster, major power or telecommunications failure, cyberattack despite reasonable safeguards, war, civil disorder, labour disruption, governmental action, epidemic, failure of critical third-party infrastructure or emergency maintenance.

24.2 The affected party must take reasonable steps to reduce the effect of the event. If a force-majeure event prevents the core Service for more than thirty consecutive days, either party may terminate the affected Service. Consumers retain any mandatory refund rights.

25. Notices

25.1 Contractual notices may be sent by email to the addresses stated in the Order. The Customer must keep its administrative and billing contact details current.

25.2 A notice sent by email is treated as received on the next working day after sending unless the sender receives a delivery-failure notice. Notices of legal proceedings must be served in accordance with applicable procedural law.

26. Complaints, mediation, governing law and courts

26.1 Complaints should first be sent to info@obsidiancorps.com with the Customer’s identity, account or domain, a description of the issue and the requested outcome. We will review the complaint and respond within a reasonable time.

26.2 A Consumer who has first attempted to resolve a dispute directly with us may request voluntary out-of-court mediation from the Luxembourg National Service of the Mediator of Consumption. The service is independent and free to the Consumer. Contact: 6, rue du Palais de Justice, L-1841 Luxembourg; info@mediateurconsommation.lu; +352 46 13 11.

26.3 The contract is governed by Luxembourg law. A Consumer also retains the protection of mandatory laws of the country in which the Consumer habitually resides and may bring proceedings in any court made competent by mandatory consumer law.

26.4 For Business Customers, the courts of Luxembourg City have exclusive jurisdiction, without preventing either party from seeking urgent protective relief in another competent court.

27. General provisions

27.1 The Customer may not assign the contract without our prior written consent, except where mandatory consumer law provides otherwise. We may assign the contract as part of a merger, reorganisation or transfer of the relevant business, provided the Customer’s rights are not materially reduced.

27.2 If any provision is invalid or unenforceable, it will be limited or replaced to the minimum extent required and the remaining provisions continue in effect.

27.3 A failure or delay in enforcing a right is not a waiver. Rights and remedies are cumulative.

27.4 These Terms and the Order contain the entire agreement concerning the Service and replace previous statements concerning the same subject, without excluding liability for fraud or mandatory pre-contract information.

27.5 The headings are for convenience only. Words such as “including” do not limit the examples that follow. Electronic acceptance and electronic records are valid to the extent permitted by law.

Schedule 1. Plans, features and pricing reference

Current prices are published on the email-hosting Pricing Page on obsidiancorps.com and confirmed in the Order. The Order price governs the current annual term. Public price changes apply to existing subscriptions only from a later Renewal Date under clause 7.

Schedule 2. Model consumer withdrawal form

Complete and send this form only if you are a Consumer and wish to withdraw from a distance contract within the applicable withdrawal period. You may also send any other clear statement of withdrawal. Where an online withdrawal method is provided, we will acknowledge receipt on a durable medium.