Terms of Service

1. Definitions

For the purposes of these Terms:

• "Platform" refers to the HDE web application at hde.dev, including all pages, APIs, the provider marketplace, the workspace portal, teamspaces, the careers section, the knowledge base, and associated functionality.
• "Services" refers to custom Discord bot development, hosting, maintenance, consultation bookings, support, the affiliate programme, VIP memberships, accounting and invoicing, project management, teamspace collaboration, careers and recruitment, the knowledge base, and third-party provider services offered through the Platform.
• "User" or "you" refers to any individual who accesses, registers on, or uses the Platform.
• "Account" refers to the registered user profile created on the Platform.
• "Order" refers to a request for Services placed through the Platform.
• "Content" refers to any text, files, data, or materials you submit through the Platform.
• "Provider" refers to a third-party service provider who offers services through the Platform's marketplace.
• "Teamspace" refers to the collaborative workspace feature where teams manage projects, tasks, and internal workflows.
• "Applicant" refers to any individual who submits a job application through the Platform's careers section.

2. Platform Description

HDE is a comprehensive platform for digital services, with a focus on custom Discord bot development, hosting, and ongoing maintenance. The Platform provides tools for service configuration and ordering, consultation booking, support ticketing, an affiliate referral programme, VIP membership subscriptions with tiered discounts, a provider marketplace for third-party services, accounting and invoicing, project management with time tracking, teamspace collaboration with task management and automation, a careers section for job listings and applications, a knowledge base for self-service support, a wallet and credit system, multi-factor authentication, personalised offers, theme customisation, real-time notifications, and order communication. Services are delivered digitally and are subject to individual project specifications agreed upon through the Platform.

3. Account Registration

To access most features of the Platform, you must create an account using an email address and password, or by authenticating through one of the supported OAuth providers (Discord, Google, or GitHub). You may link multiple OAuth providers to your account after registration. By registering, you agree to the following:

• You must provide accurate, current, and complete information during registration.
• You must maintain the confidentiality of your account credentials.
• You are responsible for all activity that occurs under your account.
• You may not create more than one account per person.
• You must be at least 16 years of age to create an account.
• You must notify us immediately if you suspect unauthorised access to your account.
• You may enable multi-factor authentication (MFA) for additional account security. If you enable MFA, you are responsible for securely storing your backup recovery codes. HDE cannot recover access to your account if you lose both your MFA device and your backup codes.
• If you register trusted devices for MFA, you acknowledge that HDE stores device fingerprints and associated IP addresses for the purpose of streamlining future logins. You may revoke trusted devices at any time through your account settings.

4. User Roles

The Platform operates a hybrid role-based access control system. Users are assigned roles that determine their access level and capabilities. The Platform supports both legacy roles and dynamic custom roles with granular permissions:

• User: The default role for all registered accounts. Users can place orders, book consultations, create support tickets, participate in the affiliate programme, subscribe to VIP tiers, and customise their theme preferences.
• Support Agent: Authorised to view, respond to, and manage assigned support tickets within designated departments.
• Sales Agent: Authorised to create and manage personalised offers, process sales-related activities, and manage customer relationships.
• Support Manager: Authorised to oversee all tickets within departments, reassign tickets, manage agents, and access support analytics.
• Accountant: Authorised to manage invoicing, payments, credit notes, expenses, exchange rates, and financial reporting.
• Administrator: Full access to platform management, including products, departments, categories, settings, user administration, and provider management.
• Super Administrator: All administrator capabilities plus the ability to manage user roles, adjust price multipliers, configure system settings, and access audit logs.

5. Services Provided

HDE offers the following services through the Platform:

6. Pricing and Payment

All prices on the Platform are displayed in EUR (Euro) as the base currency, with approximate USD equivalents shown for reference based on current exchange rates. Pricing is calculated server-side and may vary based on the following factors:

• Product type (hourly or fixed-price)
• Selected modules and their estimated development hours
• Applicable hourly rate or fixed price
• Your account's price multiplier (see Section 7)
• Active VIP tier discount (if applicable)
• Promotional discount codes or affiliate referral codes

7. Price Multiplier Disclosure

HDE uses a per-user price multiplier system. Each account has a price multiplier value (default 1.0) that may be adjusted by an administrator. This multiplier is applied to all pricing calculations for your account, including development costs, hosting, and maintenance fees. A multiplier below 1.0 results in reduced pricing; a multiplier above 1.0 results in increased pricing. The multiplier may be adjusted based on factors such as client relationship, project scope, or special arrangements. Changes to your multiplier are logged in our administrative audit system. You may enquire about your current multiplier by contacting info@hdetailenterprise.com.

8. Affiliate Programme

The Platform offers a voluntary affiliate referral programme. Participation is governed by the separate Affiliate Programme Terms available at /affiliate-terms. By participating, you agree to those terms in addition to these Terms of Service.

9. Personalised Offers

HDE staff may create personalised offers for your account, detailing specific services, modules, and pricing tailored to your requirements. Offers are presented through the Platform with a defined validity period. You may accept or decline an offer. Accepted offers generate an order subject to these Terms. Expired or declined offers carry no obligation.

10. Intellectual Property

Intellectual property rights are allocated as follows:

11. Acceptable Use

Your use of the Platform is subject to the Acceptable Use Policy available at /acceptable-use-policy. Violation of the Acceptable Use Policy constitutes a breach of these Terms and may result in account suspension or termination.

12. Support and SLA

Support is provided through the Platform's ticket system. Response and resolution targets are defined in the Support and SLA Policy available at /support-sla-policy. SLA targets are best-effort commitments and do not constitute binding guarantees.

13. Content and Uploads

You are solely responsible for all Content you submit through the Platform, including support ticket text, file attachments, order conversation messages and attachments, consultation notes, questionnaire responses, and project files. File uploads are restricted to the following formats: PNG, JPEG, WebP, and PDF, with a maximum file size of 10 MB per file. Uploaded files are stored as binary data in our database. You must not upload content that is illegal, infringing, malicious, or in violation of the Acceptable Use Policy.

14. Order Communications

Orders may include a threaded conversation system for communication between you and the team handling your order. Messages and attachments submitted through order conversations are stored on the Platform and are subject to the same content standards as other Platform communications. Internal notes within order conversations are not visible to you.

15. Account Suspension and Termination

We reserve the right to suspend or terminate your account if:

• You breach these Terms or any referenced policy
• You engage in fraudulent, abusive, or illegal activity
• You attempt to exploit, reverse-engineer, or interfere with the Platform
• You fail to meet payment obligations
• We are required to do so by law or regulation

16. Limitation of Liability

To the maximum extent permitted by applicable law:

• HDE shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from or related to your use of the Platform or Services.
• Our total aggregate liability for any claim arising from or related to the Services shall not exceed the total amount you have paid to HDE for the specific Service giving rise to the claim during the 12 months preceding the claim.
• We do not guarantee uninterrupted, error-free, or secure operation of the Platform. Services are provided "as is" to the extent permitted by law.
• We are not liable for actions or omissions of third-party service providers, including hosting providers, payment processors, OAuth providers, or service marketplace providers.

17. Force Majeure

HDE shall not be liable for any failure or delay in performing its obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to natural disasters, acts of government, internet or infrastructure failures, cyberattacks, pandemics, or disruptions to third-party services on which the Platform depends.

18. Indemnification

You agree to indemnify and hold harmless HDE, its officers, and affiliated parties from any claims, damages, losses, or expenses (including reasonable legal fees) arising from your breach of these Terms, your use of the Platform, or your violation of any applicable law or third-party rights.

19. Governing Law

These Terms are governed by and construed in accordance with the laws of the Republic of Bulgaria, without regard to conflict of law principles. The provisions of EU Regulation 2016/679 (GDPR) and other applicable EU directives apply as directly effective or transposed into Bulgarian law.

20. Dispute Resolution

In the event of a dispute arising from these Terms or the use of the Platform, the parties agree to first attempt resolution through good-faith negotiation by contacting info@hdetailenterprise.com. If a resolution cannot be reached within 30 days, the dispute shall be submitted to the competent courts of Plovdiv, Bulgaria. Nothing in this clause prevents you from exercising your rights under EU consumer protection law, including the right to bring proceedings in the courts of your habitual residence.

21. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. The invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable while preserving the original intent.

22. Third-Party Services

The Platform integrates with third-party services including Stripe for payment processing, Discord, Google, and GitHub for authentication, and may integrate with Google Analytics for usage analytics. Your use of these third-party services is subject to their respective terms of service and privacy policies. HDE is not responsible for the practices or availability of third-party services.

23. Analytics

When analytics are enabled on the Platform, we may use Google Analytics to collect anonymised usage data. Analytics are activated only after you provide explicit consent. You may withdraw consent at any time. No personally identifiable information is shared with analytics providers.

24. Modifications to These Terms

We reserve the right to modify these Terms at any time. Material changes will be communicated at least 30 days in advance through the Platform. The "Last updated" date at the top of this page will reflect the most recent revision. Your continued use of the Platform after the effective date of any changes constitutes your acceptance of the modified Terms. If you do not agree to the changes, you must stop using the Platform and may request account deletion.