Terms of service

These Terms govern the provision of electronic services by the electronicsignature.pl website in accordance with Article 8(1)(1) of the Polish Act of 18 July 2002 on the Provision of Electronic Services (consolidated text: Journal of Laws 2020, item 344 as amended).

[TODO: terms require legal review before production publication]

Note: In case of any discrepancy between the Polish and English versions, the Polish version prevails as the original.

1. General provisions

1.1. The electronicsignature.pl service (the "Service") is operated by 2SECURE Sp. z o.o. with its registered office at [TODO], VAT ID (NIP) [TODO], KRS [TODO] (the "Operator").

1.2. The Operator is an authorized sales partner of Asseco Data Systems S.A. (Certum) — a qualified trust service provider under eIDAS Regulation 910/2014.

1.3. The Terms are made available free of charge at electronicsignature.pl/en/terms/ in a manner allowing their acquisition, reproduction, and preservation.

2. Definitions

• Customer — a natural person with full legal capacity, a legal person, or an organizational unit without legal personality, using the Service.
• Consumer — a Customer who is a natural person using the Service for purposes not directly related to their business or professional activity.
• Services — services provided electronically by the Operator: intermediation in issuing qualified electronic signatures (QES), qualified electronic seals (QSeal), e-Delivery addresses, and identity video verification.
• Certificate — qualified certificate issued by Certum following the ordered service.
• Order — a Customer's declaration of intent submitted via the Service, directly leading to a service contract.

3. Service types and scope

3.1. The Operator intermediates the sale of the following Certum products:

• Qualified personal electronic signature (1, 2, 3 years)
• Qualified corporate electronic signature
• Qualified electronic seal (QSeal)
• e-Delivery address

3.2. The Operator provides its own services:

• Assisted video identity verification in Polish and English
• Technical and legal pre-sales consulting
• Post-deployment support (activation, integration with customer systems)

3.3. The current product catalog with prices is available at electronicsignature.pl/en/shop/.

4. Technical requirements

4.1. Using the Service requires: a device with internet access, a modern web browser (Chrome, Firefox, Safari, Edge — version from the last 24 months), and an active email address.

4.2. Video verification additionally requires: a webcam (min. 720p), microphone, connection of at least 2 Mbps, valid ID document, mobile phone for SMS OTP codes.

5. Orders and contract conclusion

5.1. The Customer places an Order by selecting a product in the Service, filling the order form (personal data, billing data), and paying.

5.2. The service contract is concluded upon crediting of the payment to the Operator's account.

5.3. The Operator confirms contract conclusion by email, providing the order number and instructions for next steps (video verification slot booking).

6. Payments

6.1. Prices in the Service are stated in Polish złoty (PLN) or euro (EUR), net values. Polish VAT (typically 23% for electronic services) is added to each transaction.

6.2. The Operator accepts payment by card, BLIK, and online bank transfer via the iMoje (BLUE MEDIA S.A.) payment operator [TODO: confirm operator].

6.3. The VAT invoice is issued within 7 days of payment crediting and sent to the Customer's email. Invoices are archived in the Fakturownia system as required by the Polish Tax Ordinance.

7. Service delivery

7.1. After payment crediting, the Customer receives a link to book a video verification slot. The next available slot is typically the same business day.

7.2. Video verification takes 20-30 minutes. Upon successful verification, the certificate application is sent to Certum.

7.3. Certum issues the certificate within 4 hours of receiving the complete application. The Customer receives the certificate by email with activation instructions.

7.4. Total delivery time: typically 24 hours from order. Maximum guaranteed: 5 business days. If exceeded due to the Operator's fault, the Customer is entitled to a full refund.

8. Right of withdrawal (Consumer)

8.1. The Consumer has the right to withdraw from a distance contract within 14 days without giving reasons, under Article 27 of the Polish Consumer Rights Act of 30 May 2014.

8.2. Exception: The right of withdrawal does not apply after service performance has begun with the Consumer's explicit consent before the 14-day deadline (Art. 38(1) of the Consumer Rights Act). Before video verification, the Customer confirms this consent electronically.

8.3. Withdrawal form template: [TODO: link to PDF or form content]. To be sent to the Operator's email address.

9. Complaints

9.1. The Customer may file a complaint regarding service quality within 14 days of the grounds for complaint arising.

9.2. Complaints to be sent to [email protected] with a description of the problem and order number.

9.3. The Operator processes complaints within 14 business days. Failure to respond within this period is deemed acceptance of the complaint.

9.4. For complaints concerning the certificate itself (e.g. defective issuance by Certum), the Operator mediates communication with Certum.

10. Out-of-court dispute resolution

10.1. The Consumer may use out-of-court methods of handling complaints and pursuing claims:

• Voivodship Trade Inspection Inspectorate (uokik.gov.pl)
• Permanent arbitration court at the Voivodship Trade Inspection Inspectorate
• European Commission ODR platform: ec.europa.eu/consumers/odr/

11. Liability

11.1. The Operator is responsible for the proper provision of intermediation and video verification services.

11.2. The Operator is not liable for: damages resulting from inconsistencies between data provided by the Customer and their ID document; Certum system unavailability (force majeure); defects of the certificate itself (Certum's liability as qualified trust provider).

11.3. Total Operator liability to non-Consumer Customers is limited to the order value.

12. Personal data

Personal data processing is governed separately by the Privacy Policy.

13. Changes to the Terms

13.1. The Operator reserves the right to amend the Terms for important reasons (legal, technological, or business changes).

13.2. Customers are notified of changes 14 days in advance by email and a banner in the Service. Orders placed before the changes take effect are fulfilled under the previous version of the Terms.

14. Final provisions

14.1. Matters not regulated by these Terms are governed by Polish law, in particular the Civil Code, the Act on Provision of Electronic Services, and the Consumer Rights Act.

14.2. Disputes arising from the contract are resolved by the court competent for the Operator's registered office — except disputes involving a Consumer, where jurisdiction follows general rules.

14.3. The Terms enter into force on [TODO: effective date].