Terms of Service

The EuroMetrics.eu service is operated by:

Ioffe & Friends Associação Cultural
Praceta da Quinta da Bela Vista 133, 1 Esq.
4400-261 Vila Nova de Gaia, Portugal
Tax ID (NIF): 516787276
Phone: +351 915 394 368
Email: support@eurometrics.eu

For the purposes of these Terms of Service, the following definitions apply:

• "Platform" — the web service accessible through the domain eurometrics.eu, including the marketing website, analytics dashboard, tracking script, and API;
• "User" or "Customer" — any natural or legal person who registers and uses the Platform;
• "Account" — the User's personal registration on the Platform, protected by access credentials;
• "Services" — all functionalities provided through the Platform, including website analytics collection, real-time dashboards, data reporting, API access, and white-label features;
• "Analytics Data" — anonymized, non-personal website visitor data collected by the tracking script on behalf of the Customer;
• "Tracking Script" — the JavaScript code snippet provided by EuroMetrics for installation on the Customer's website(s);
• "Tenant" — an isolated environment (including a dedicated database) provisioned for each Customer.

By accessing or using the EuroMetrics.eu Platform, the User confirms that they have read, understood, and fully accepted these Terms of Service and the Privacy Policy. If you do not agree with any provisions, you should refrain from using the Services.

Ioffe & Friends Associação Cultural reserves the right to modify these Terms at any time, notifying Users through the Platform or via email with a minimum notice period of 30 days. Continued use after changes constitutes acceptance of the new Terms.

The EuroMetrics.eu Platform is a privacy-first web analytics solution designed for European businesses, offering:

• Cookieless website analytics — pageviews, visitors, referrers, devices, countries, and custom events collected without cookies or personal data;
• Real-time dashboard — live visualization of all analytics data;
• Tenant data isolation — each Customer receives a dedicated, isolated database; data is never co-mingled with other customers;
• 100% EU data residency — all data is processed and stored exclusively in European Union data centers;
• White-label support — custom domain for the analytics dashboard (Pro and Enterprise plans);
• REST API — full programmatic access to analytics data;
• Lightweight tracking script — under 2KB, with zero impact on website performance.

Important notice: The Platform provides website analytics only. It does not constitute legal, tax, or compliance advice. While EuroMetrics is designed with GDPR in mind, Customers are responsible for their own overall regulatory compliance.

5.1. Requirements

To use the Platform, the User must:

• Be at least 18 years of age;
• Provide accurate and complete registration information;
• Use a valid email address;
• Accept these Terms of Service and the Privacy Policy.

5.2. Account Security

The User is responsible for maintaining the confidentiality of their access credentials and for all activities conducted under their Account. In case of suspected unauthorized access, the User must immediately notify EuroMetrics at support@eurometrics.eu.

6.1. Available Plans

EuroMetrics offers the following subscription tiers:

• Hobby (Free): up to 10,000 events/month, 1 website, 6-month data retention, community support;
• Pro (€9/month): up to 100,000 events/month, 3 websites, 12-month data retention, basic API access, custom event tracking, email support;
• Business (€29/month): up to 1,000,000 events/month, 10 websites, 24-month data retention, custom domain (white-label), dedicated database (tenant isolation), full API access, team members (up to 5), priority support, standard DPA included;
• Corporate (€69/month): up to 3,000,000 events/month, 25 websites, 36-month data retention, up to 2 white-label domains, dedicated database (tenant isolation), full API access, team members (up to 10), priority chat support, standard DPA included;
• Agency (€149/month): up to 10,000,000 events/month, 50 websites, 36-month data retention, up to 5 white-label domains, dedicated database (tenant isolation), full API access, team members (up to 25), dedicated account manager, custom DPA;
• Enterprise (Custom pricing): unlimited events, unlimited websites, dedicated infrastructure, multiple white-label domains, custom data retention, SLA, SSO/SAML, custom DPA, onboarding & migration support.

6.2. Pricing Changes

Ioffe & Friends Associação Cultural reserves the right to change subscription prices with a minimum of 60 days' prior notice. Existing subscribers will maintain their current pricing through the end of their current billing period.

6.3. Event Limits

If a Customer exceeds their plan's monthly event limit, EuroMetrics will send notifications at 80% and 100% usage. A grace period of 7 days is provided to allow the Customer to upgrade. During the grace period, data collection continues without interruption.

7.1. Billing

• Pro and Business plans: billed monthly or annually (annual billing receives a discount);
• Enterprise plan: billed as agreed in the individual contract;
• All prices are in Euros (EUR) and exclude applicable VAT.

7.2. Payment Methods

Payments are processed through third-party payment providers. Ioffe & Friends Associação Cultural does not store credit card or banking information on its servers.

7.3. Refund Policy

• Monthly subscriptions: no refunds for partial months;
• Annual subscriptions: pro-rated refund available within the first 30 days; no refunds thereafter;
• Free plan: no payment, no refund applicable.

8.1. EuroMetrics Property

The Platform, including its design, source code, algorithms, documentation, trademarks, and brand elements, is the exclusive property of Ioffe & Friends Associação Cultural or its licensors. The EuroMetrics analytics engine is built on top of Umami (MIT License), and the open-source components remain subject to their respective licenses.

8.2. Customer Data

The Customer retains full ownership of all Analytics Data collected through their use of the Services. Ioffe & Friends Associação Cultural does not claim any ownership rights over Customer data.

8.3. Tracking Script

The Customer is granted a non-exclusive, non-transferable license to install and use the EuroMetrics tracking script on their website(s) for the duration of their active subscription.

The Customer agrees to:

• Use the Platform lawfully and in accordance with these Terms;
• Not attempt to access systems or data belonging to other Customers;
• Not use the Platform for fraudulent or illegal purposes;
• Not introduce viruses, malware, or malicious code;
• Not reverse-engineer, decompile, or attempt to extract the source code of the Platform (except where permitted by open-source licenses);
• Not resell access to the Platform without a written reseller agreement;
• Maintain up-to-date contact and billing information;
• Ensure the tracking script is installed on websites they own or have authorization to manage.

10.1. Availability

Ioffe & Friends Associação Cultural strives to maintain Platform availability of 99.9% uptime (measured monthly, excluding scheduled maintenance). However, the Platform is provided "as is" and periods of unavailability may occur due to maintenance, updates, or force majeure.

10.2. Scheduled Maintenance

Scheduled maintenance will be announced at least 48 hours in advance via the Platform's status page and, for Enterprise customers, via email notification.

10.3. Support

• Hobby plan: community support only;
• Pro plan: email support with response within 2 business days;
• Business plan: priority email support with response within 1 business day;
• Enterprise plan: dedicated support as defined in the individual SLA.

The Platform is provided "as is." Ioffe & Friends Associação Cultural does not guarantee uninterrupted availability of the Services.

The liability of Ioffe & Friends Associação Cultural for direct damages is limited to the total amount paid by the User in the 12 months preceding the event causing the damage. Under no circumstances shall it be liable for lost profits, data loss, or indirect damages.

Specifically, Ioffe & Friends Associação Cultural is not liable for:

• Decisions made based on analytics data;
• Incomplete data due to ad blockers, browser settings, or network conditions affecting the tracking script;
• Third-party service outages affecting the Platform;
• Loss of data due to Customer account mismanagement.

For customers on the Business, Corporate, Agency and Enterprise plans, Ioffe & Friends Associação Cultural offers a Data Processing Agreement (DPA) in accordance with GDPR Article 28. The DPA covers:

• The scope and purpose of data processing;
• Technical and organizational security measures;
• Sub-processor information;
• Data breach notification procedures;
• Data deletion upon contract termination.

Business plan customers receive a standard DPA included with their subscription. Pro plan customers may request a standard DPA by contacting support@eurometrics.eu.

13.1. By the User

The User may cancel their subscription at any time through their account settings. Access to the Platform is maintained until the end of the already paid billing period, with no right to a pro-rated refund (except as specified in Section 7.3).

13.2. By Ioffe & Friends Associação Cultural

Ioffe & Friends Associação Cultural may suspend or terminate User access in case of:

• Violation of these Terms;
• Non-payment;
• Fraudulent or abusive use of the Platform.

In the event of termination for cause, Ioffe & Friends Associação Cultural will provide 14 days' notice (except in cases of fraud or serious breach).

13.3. Data Export

After termination, the User has 30 days to export their Analytics Data through the Platform's export functionality or API. After this period, all data will be permanently deleted from our systems, including from the isolated tenant database.

These Terms are governed by Portuguese law. For the resolution of any dispute arising from the use of the Platform, the parties agree to submit to the exclusive jurisdiction of the courts of Porto.

Alternatively, consumer-users may use the European Union's Online Dispute Resolution platform, available at https://ec.europa.eu/consumers/odr.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

Non-enforcement of any provision does not constitute a waiver of the right to enforce it subsequently.

These Terms of Service constitute the entire agreement between the User and Ioffe & Friends Associação Cultural regarding the use of the EuroMetrics.eu Platform, superseding any prior agreements or communications.

For any questions regarding these Terms of Service, please contact us:

• Email: support@eurometrics.eu
• Phone: +351 915 394 368
• Address: Praceta da Quinta da Bela Vista 133, 1 Esq., 4400-261 Vila Nova de Gaia, Portugal