Terms of service

1. Who we are and who these terms apply to

1.1 These Terms of Service ("Terms") apply to all services provided by ArcentLabs OÜ, trading as CertiGraph ("we", "us"), to you ("you", "the Client").

1.2 Our services are for businesses only. By ordering, you confirm that you act for a company or as a professional seller, not as a consumer.

1.3 A contract is formed when you accept our quotation (by replying "accepted", by signing it, or by paying the invoice). The contract consists of the quotation and these Terms. If they conflict, the quotation prevails. Before you accept the quotation, we provide or link the applicable version of these Terms so that you can review and retain it. The quotation identifies that version, and your acceptance expressly includes the quotation and that version of the Terms.

1.4 These Terms are published in English and Chinese. If the versions differ, the English version prevails.

2. Our services

2.1 Free check. A free, no-obligation review of up to 3 public product listings, once per client. It is a preliminary observation based only on what is publicly visible. It is not a safety assessment or legal advice.

2.2 GPSR documentation pack. For each product group we prepare, on the basis of the information you provide: technical documentation, a risk assessment, safety information and warnings in the languages of the package ordered (EU-5 or EU-All), a print-ready label, marketplace listing text, a gap report, an authority response template, upload files and an approval form. The exact scope is stated in the quotation.

2.3 The products covered by each pack and any separately chargeable variants are specified in the quotation before acceptance. Grouping depends on materials, components, intended use and safety-relevant differences. Colour, size or print variants are included only where expressly stated in the quotation.

2.4 Subscription services are provided only where expressly ordered and described in the quotation. The quotation specifies covered products, Safety Gate review frequency, file-availability period and the scope of authority-request support. Our target is to acknowledge a complete support request by the end of the second business day following receipt; completion timing is agreed after assessing the request and any authority deadline. Acknowledgement does not mean that the matter has been resolved. Business days are Monday to Friday excluding public holidays in Estonia; timing uses Europe/Tallinn.

2.5 What we do not do. We do not test products, inspect factories or issue certificates. There is no certificate under the General Product Safety Regulation (EU) 2023/988 (GPSR), and nothing we deliver is a certificate, a declaration of conformity or a guarantee that a product is safe. We do not act as your EU responsible person unless we agree this separately in writing.

2.6 Out-of-scope products. Products that fall under additional EU product legislation, in particular toys, electrical and electronic products, cosmetics, food contact materials, personal protective equipment, medical devices and products intended for children, are outside our standard service unless the quotation states otherwise.

3. Your obligations

3.1 You provide true, complete and current information, photos and documents, including the details of the manufacturer and of your EU responsible person.

3.2 You tell us before payment if a product may fall under section 2.6.

3.3 You review each delivered pack, check that it matches your product and approve it by signing the approval form.

3.4 You tell us when a product changes (materials, components, design, intended use or markets). A changed product may need a new or updated pack.

3.5 You remain responsible for placing your products on the market, for their safety, for arranging any tests recommended in the gap report, for your listings and labels, and for meeting your obligations under GPSR and other applicable law.

4. Prices and payment

4.1 Prices are in euro (EUR) and are stated in the quotation. A quotation is valid for 14 days.

4.2 Payment is 100% in advance, by bank transfer, card or another method we offer. We start work only after the payment is received in full.

4.3 Bank and transfer charges are paid by the payer. If we receive less than the invoiced amount, the difference must be paid before delivery.

4.4 VAT and other taxes are applied as required by law.

4.5 Subscriptions are billed monthly in advance.

5. Delivery

5.1 Our indicative standard turnaround is approximately 72 hours after receipt of full payment and complete product information. This is not an unconditional delivery guarantee for every order. The binding delivery deadline, including its start time and any conditions, is confirmed in the written quotation after review of the order volume and available materials, before you accept the quotation.

5.2 We identify missing information promptly and tell you what is needed. If additional Client information becomes necessary after the delivery period has started, we notify you promptly and agree any resulting change to the deadline in writing. Our own drafting errors do not restart the delivery period.

5.3 Express delivery within 24 elapsed calendar hours is available only if we expressly confirm in writing that we can meet that deadline, with its start time and conditions specified. If we miss a confirmed express deadline, we refund the express surcharge. Refund of the express surcharge does not exclude any other remedy available under the contract or applicable law.

5.4 If a deadline is at risk, we notify you without undue delay and propose a revised date. A notice alone does not extend the agreed deadline; any change requires written agreement, without prejudice to remedies for delay.

5.5 We deliver files electronically, by email, messaging app or download link.

6. Review, corrections and approval

6.1 Please review each pack within seven calendar days of delivery. One consolidated round of adjustments to information supplied by you is included if requested within that period. This allowance does not limit remedies for our failure to deliver the agreed service.

6.2 We correct errors in our work without an additional fee. A request that changes the agreed product, markets, design or scope requires a separate written quotation accepted before the additional work starts.

6.3 Our target is to complete included corrections within two business days after receiving a complete consolidated list. If the scope requires more time, we agree the completion date with you in writing. Any binding correction deadline must be expressly confirmed in writing.

6.4 If no response is received within 14 calendar days, we may close the service administratively. Silence does not constitute the manufacturer’s approval under section 3.3, confirmation of product safety, or a waiver of remedies for defects or non-performance.

6.5 We do not remove a warning or a hazard from a pack without evidence that justifies it, such as a test report or a design change.

7. Cancellation and refunds

7.1 You may cancel before work starts and receive a refund of the amount paid, less only actual non-recoverable payment charges disclosed before ordering and deductible under applicable law. Work starts once both full payment and complete information have been received.

7.2 If you cancel after work starts for reasons not caused by our breach, the amount payable is determined by the work performed and any other amount lawfully due, taking account of costs saved and resources reasonably redeployed. We provide an itemised calculation and refund any remaining prepaid balance without undue delay. Your remedies for our breach are not excluded. Section 7.3 continues to apply.

7.3 If a product turns out to be outside our scope (section 2.6), we stop work on it and, at your choice, refund the fee for that product or replace it with another product of the same value.

7.4 If complete information has not been provided within 90 days of payment, we may give written notice allowing a further 14 calendar days to provide it. If it remains incomplete, we may terminate the order and settle any refund under sections 7.1 and 7.2. Payment is not automatically forfeited.

7.5 You may cancel a subscription at any time with effect from the end of the paid month. We may end a subscription with 30 days' notice. If we end a subscription before the end of a prepaid service period, we refund the unused portion, subject to any amount lawfully due.

8. Rights to the documents

8.1 After full payment you may use, copy, adapt and translate the delivered documents for the products they cover, without time limit. You may give them to authorities, marketplaces, your EU responsible person, distributors and testing laboratories.

8.2 We keep all rights to our templates, methods, structure and know-how, which we use for other clients. You may not resell our documents or templates as a service to third parties without our written consent.

8.3 You confirm that you have the right to give us the information, photos and documents you send, and you allow us to use them to provide the services.

9. Confidentiality

9.1 We keep confidential all non-public information you give us and use it only to provide the services. You keep our quotations, prices and templates confidential.

9.2 This does not apply to information that is public, that the recipient already had, or that must be disclosed by law or to an authority. We may share information with our service providers (for example hosting, storage and drafting tools) who are bound by confidentiality.

9.3 We do not name you as a client or use your documents in our marketing without your written consent.

9.4 These obligations continue for 5 years after the last service.

10. Tools and personal data

10.1 We use software tools to prepare documents, and every document is reviewed by a person before delivery. AI-assisted tools may be used with information that contains neither personal data nor Client confidential information. Any use involving such information requires the Client’s prior written authorisation after the provider, data-use conditions, settings and any required data protection and transfer arrangements have been verified and documented.

10.2 We process personal data under our Privacy Policy: certigraph.io/privacy.html. If you give us personal data of your own clients for us to process on your behalf, we sign a data processing agreement first.

10.3 Retention of delivered documents and supporting information follows the quotation, any applicable data processing agreement and our Privacy Policy. Long-term archival or retrieval support is provided only where expressly agreed in writing, with its duration, scope and arrangements specified. The Client remains responsible for the statutory availability of its technical documentation. Deletion requests remain subject to applicable legal retention obligations.

11. Liability

11.1 We prepare the documents with professional care on the basis of information you provide. We are not responsible to the extent that an error is caused by incorrect, incomplete or outdated Client information. This does not exclude responsibility for our own failure to perform the agreed service with the required care.

11.2 Subject to section 11.4 and applicable law, we are not liable for indirect or consequential loss. Loss connected with listings, recalls, regulatory action or third-party claims is not excluded solely because it falls within one of those categories.

11.3 Subject to section 11.4, our aggregate liability relating to a documentation order is limited to the total fees paid for that order, including all packs covered by that order; for subscription services, it is limited to the subscription fees paid in the 12 months preceding the claim. Any different cap must be expressly agreed in the quotation. These limits apply only to the extent permitted by applicable law.

11.4 Nothing in these Terms limits liability that cannot be limited by law, including liability for intent or gross negligence.

11.5 You are responsible for third-party claims only to the extent caused by your breach of these Terms or unlawful Client materials. You are not required to indemnify us for loss caused by our own breach, negligence or misconduct. We notify you promptly of a relevant claim and reasonably cooperate in its defence; no settlement imposing an obligation on you may be agreed without your written consent.

11.6 This section is subject to subsequent review by Estonian legal counsel. Its enforceability depends on applicable law and is not guaranteed.

12. Authority requests

12.1 If an authority asks you for the technical documentation of a covered product, you may use the authority response template in the pack.

12.2 Subscribers receive our support as set out in section 2.4. Without a subscription, support with an authority request is a separate paid service.

13. Force majeure

Neither party is liable for delay or failure caused by events beyond its reasonable control, such as natural disasters, epidemics, government measures, or failures of networks or third-party platforms. The affected party informs the other party without delay.

14. Communication

We communicate by email and messaging apps, including WeChat. Agreements made in writing in these channels are binding. Notices to us go to hello@certigraph.io.

15. Changes to these Terms

We may update these Terms. The version in force when you accept a quotation applies to that order. For subscriptions, we notify you of changes 30 days in advance; if you do not agree, you may cancel before the change takes effect.

16. Governing law and disputes

16.1 These Terms and every contract under them are governed by the laws of the Republic of Estonia, excluding the UN Convention on Contracts for the International Sale of Goods.

16.2 The parties first try to settle any dispute by negotiation. Disputes that are not settled within 30 days are resolved by Harju County Court (Harju Maakohus), Estonia.

16.3 If any provision is invalid, the rest of these Terms remains in force.