This End User License Agreement ("EULA") governs the use of all custom software, applications, configurations, automations, dashboards, integrations, and related digital products ("Software") developed by VortexWeb LLC ("Licensor", "VortexWeb") for the Client ("Licensee", "you", "your"). By accepting delivery of, accessing, or using the Software, you agree to be bound by the terms of this EULA. This EULA supplements the Terms & Conditions and Statement of Work (SOW) governing your engagement with VortexWeb.
1. License Grant
1.1 Scope of License
Subject to full payment of all fees specified in the applicable SOW, VortexWeb grants the Licensee a non-exclusive, non-transferable, perpetual license to use the Software for the Licensee's internal business operations. This license covers use by the Licensee's authorized employees, contractors, and agents who require access for legitimate business purposes.
1.2 License Includes
- Right to use, access, and operate the Software in the Licensee's business environment
- Right to make backup copies for disaster recovery and business continuity purposes
- Right to modify, customize, and extend the Software (subject to Section 3)
- Right to integrate the Software with the Licensee's other systems and tools
- Right to use all documentation, training materials, and guides provided
1.3 License Commencement
The license becomes effective upon: (a) delivery and acceptance of the Software by the Licensee; AND (b) receipt of full payment of all project fees by VortexWeb. Until both conditions are met, VortexWeb retains all rights to the Software.
1.4 Territory
The license is worldwide unless restricted by the SOW or applicable export control regulations.
2. Restrictions
2.1 Prohibited Uses
The Licensee shall not:
- Redistribute or resell: Sell, sublicense, lease, rent, distribute, or otherwise make the Software available to third parties, whether for commercial gain or otherwise
- Reverse engineer VortexWeb proprietary tools: Decompile, disassemble, or reverse-engineer any proprietary VortexWeb frameworks, libraries, or development tools incorporated into the Software (this does not restrict access to the custom source code delivered as part of the Deliverables)
- Remove attributions: Remove, alter, or obscure any copyright notices, license headers, or proprietary legends in the Software without prior written permission
- Compete: Use the Software to develop or offer a competing service or product to VortexWeb's services
- Misrepresent authorship: Claim independent development of the Software or represent the Software as wholly original work without VortexWeb attribution
2.2 Permitted Modifications
The Licensee may freely modify, extend, and customize the delivered custom source code for internal use. Modifications do not void the warranty, but VortexWeb's warranty obligations apply only to the original, unmodified Deliverables. VortexWeb is not responsible for issues arising from Licensee modifications.
3. Source Code & Deliverables
3.1 Source Code Access
All custom source code is delivered to the Licensee in human-readable form. The Licensee receives full access to: application source code; database schemas and migration scripts; configuration files; API documentation; deployment scripts and procedures; test suites (where applicable).
3.2 Version Control
VortexWeb will provide access to the project's version control repository (Git) upon project completion and full payment. The Licensee is responsible for maintaining their own repository going forward.
3.3 Third-Party Dependencies
The Software may incorporate or depend upon third-party components including but not limited to:
- Open-source libraries: Subject to their respective licenses (MIT, Apache 2.0, GPL, etc.). VortexWeb will document all open-source dependencies and their licenses in the project documentation.
- Platform APIs: Bitrix24 REST API, Monday.com API, Kommo API, Property Finder API, Bayut XML feeds, WhatsApp Business API (via Wazzup/ChatApp), and others as specified. Continued access requires the Licensee to maintain valid platform subscriptions and API credentials.
- Cloud services: AWS, GCP, or other cloud infrastructure. The Licensee is responsible for maintaining and paying for cloud service accounts.
- Commercial libraries: Any commercial third-party components will be documented, and the Licensee is responsible for procuring independent licenses if required.
4. Support & Maintenance
4.1 Warranty Support (Included)
All projects include 90 calendar days of post-delivery support covering: bug fixes for defects in the original Deliverables; configuration corrections; minor adjustments to match SOW specifications; documentation updates and clarifications. Support is available during Business Hours: Sunday–Thursday 9:00–18:00 GST (UAE) / Monday–Friday 9:30–18:30 IST (India).
4.2 Response Times During Warranty
- Critical (system down): Response within 4 hours, resolution target 24 hours
- High (major feature broken): Response within 8 hours, resolution target 48 hours
- Medium (minor issue, workaround available): Response within 1 Business Day, resolution target 5 Business Days
- Low (cosmetic, enhancement request): Response within 2 Business Days, resolution target 10 Business Days
4.3 Extended Support (Paid)
Post-warranty support and maintenance is available through separate retainer agreements. Standard retainer packages:
- Basic: Starting at AED 2,000/month — 8 hours of support, bug fixes, minor updates
- Standard: Starting at AED 4,500/month — 20 hours of support, feature enhancements, monitoring
- Premium: Starting at AED 8,000/month — Dedicated support, unlimited bug fixes, priority response, proactive monitoring
4.4 End of Support
VortexWeb reserves the right to discontinue support for Software built on deprecated platform versions with 6 months' written notice. VortexWeb will assist with migration to supported platforms at standard rates.
5. Warranty
5.1 Software Warranty
VortexWeb warrants that the Software will function substantially as described in the SOW for 90 calendar days following delivery and acceptance ("Warranty Period"). "Substantially" means the Software performs its core functions as documented without material defects that prevent normal business use.
5.2 Warranty Remedy
During the Warranty Period, VortexWeb will correct material defects at no additional cost. If VortexWeb is unable to correct a material defect within a reasonable time (not exceeding 30 days for critical issues), the Licensee may be entitled to a partial refund as described in the Refund & Cancellation Policy.
5.3 Warranty Exclusions
The warranty does not cover:
- Issues caused by modifications made by the Licensee or third parties
- Platform updates, API changes, or deprecations by third-party providers (Bitrix24, Monday.com, etc.)
- Issues arising from the Licensee's failure to follow documentation or usage guidelines
- Performance issues caused by inadequate hosting, bandwidth, or infrastructure
- Data corruption caused by the Licensee's actions or third-party tools
- Issues arising from operating environments not specified in the SOW
- Cosmetic issues or subjective design preferences not documented in the SOW
- Feature requests or enhancements beyond the original SOW scope
5.4 Disclaimer
EXCEPT AS EXPRESSLY STATED ABOVE, THE SOFTWARE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. VORTEXWEB DOES NOT WARRANT THAT THE SOFTWARE WILL BE UNINTERRUPTED, ERROR-FREE, SECURE, OR FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. THE LICENSEE ASSUMES ALL RISK FOR USE OF THE SOFTWARE.
6. Limitation of Liability
6.1 Liability Cap
VortexWeb's total liability for any and all claims arising under this EULA shall not exceed the total project fees actually paid by the Licensee for the specific Software giving rise to the claim.
6.2 Exclusion of Damages
IN NO EVENT SHALL VORTEXWEB BE LIABLE FOR: LOSS OF DATA, LOSS OF REVENUE, LOSS OF PROFITS, BUSINESS INTERRUPTION, LOSS OF BUSINESS OPPORTUNITIES, REPUTATIONAL DAMAGE, OR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING FROM THE USE OR INABILITY TO USE THE SOFTWARE, REGARDLESS OF THE CAUSE OF ACTION OR THEORY OF LIABILITY.
6.3 Data Responsibility
The Licensee is solely responsible for maintaining backups of all data processed through the Software. VortexWeb shall not be liable for any data loss resulting from system failures, user errors, platform outages, cyberattacks, or any other cause.
7. Security & Compliance
7.1 Security Standards
Software is developed following industry-standard secure development practices including: input validation and sanitization; protection against common vulnerabilities (SQL injection, XSS, CSRF); secure authentication and session management; encrypted data storage for sensitive fields; role-based access control implementation.
7.2 Compliance Responsibility
The Licensee is responsible for ensuring that their use of the Software complies with all applicable laws, regulations, and industry standards in their jurisdiction, including but not limited to: data protection laws (UAE PDPL, GDPR, India DPDPA); industry-specific regulations (healthcare, finance, real estate); anti-money laundering (AML) requirements; consumer protection laws.
7.3 Security Updates
Critical security vulnerabilities discovered during the Warranty Period will be patched promptly. Post-warranty security updates are available through paid maintenance agreements.
8. Hosting & Infrastructure
8.1 Client Responsibility
Unless explicitly included in the SOW, the Licensee is responsible for: procuring and maintaining hosting infrastructure (servers, databases, CDN); domain registration and DNS management; SSL certificates; email services; platform subscriptions (Bitrix24, Monday.com, etc.); API rate limits and usage quotas.
8.2 Recommended Specifications
VortexWeb will provide recommended infrastructure specifications in the project documentation. The Licensee's failure to meet these specifications may affect Software performance and void applicable warranties.
9. Termination of License
9.1 Termination by VortexWeb
VortexWeb may terminate this license if: (a) the Licensee materially breaches this EULA and fails to cure within 30 days of written notice; (b) the Licensee uses the Software in violation of applicable laws; (c) the Licensee's payment obligations remain unfulfilled for more than 60 days.
9.2 Effect of Termination
Upon termination: the Licensee must cease all use of the Software; destroy all copies (except as required for legal compliance or data recovery); return or destroy VortexWeb's Confidential Information. Termination does not affect: (a) the Licensee's ownership of data processed through the Software; (b) VortexWeb's right to collect outstanding payments.
9.3 Survival
Sections 2 (Restrictions), 5.4 (Disclaimer), 6 (Limitation of Liability), and 7.2 (Compliance Responsibility) survive termination of this EULA.
10. Updates & Upgrades
This EULA covers the Software as delivered. Future versions, upgrades, or major enhancements constitute separate works and may require additional licensing, fees, or agreements. Minor updates and patches provided during the Warranty Period or under a maintenance agreement are covered by this EULA.
11. Export Controls
The Licensee shall not export, re-export, or transfer the Software in violation of any applicable export control laws or regulations, including those of the UAE, India, and the United States.
12. Governing Law
This EULA shall be governed by the laws of the United Arab Emirates and the Emirate of Dubai. Disputes shall be resolved in accordance with the dispute resolution procedures in our Terms & Conditions.
13. Contact
For license inquiries, support requests, or EULA-related questions:
VortexWeb LLC
Meydan Grandstand, Dubai, UAE
1713, Tower C, Bhutani Alphathum, Sector 90, Noida, India
Email: legal@vortexweb.ai
Phone: +971 55 903 7246 (UAE) · +91 7888716489 (India)
See also our Terms & Conditions, Refund Policy, and Privacy Policy.