General Terms and Conditions

Terms and conditions for the Torveno monitoring service for business customers.

1. Scope

These General Terms and Conditions apply to contracts for Torveno services between Nicolas Graf / Torveno (“Torveno”) and the respective business customer (“Customer”).

Different terms may be expressly agreed for individually agreed services.

2. Inquiry and conclusion of contract

The public website is used for information and initiating business relationships. An inquiry submitted via the public inquiry form or by email is non-binding and does not yet constitute the conclusion of a contract.

Torveno clarifies the technical requirements for the intended forms in the background. If a start is possible, the Customer receives a personal electronic order overview containing the agreed services, the forms included at the start, the package, the prices and the incorporated contractual documents.

The Customer can review the order overview online, print it or save it as a PDF and expressly confirm or reject the order. For standard packages, the contract is concluded when the Customer expressly and bindingly confirms the order through the designated electronic confirmation process.

After confirmation, Torveno documents the conclusion of the contract and sends the Customer an order confirmation by email with a PDF attachment. Payment of the setup fee is a subsequent step in the performance of the contract and is not the point at which the contract is concluded.

Technical onboarding begins only after confirmed payment of the agreed setup fee.

The mere creation of a customer account, the sending of an email or the opening of the personal order link does not in itself constitute the conclusion of a contract.

Individual special agreements may in particular be agreed by written or electronic confirmation.

In the event of inconsistencies, individually agreed deviations take precedence. Otherwise, the confirmed order overview, the order confirmation, these GTC, the Service Description and – where incorporated – the Data Processing Agreement complement one another.

3. Subject matter of the service

Torveno is a managed monitoring service for authorised website forms and associated email processes.

Torveno automatically checks defined processes, documents results and reports confirmed disruptions. Torveno does not automatically repair or modify Customer systems.

Each monitored form receives its own monitoring entry and its own test profile.

The selected package determines the contractually included form capacity. A smaller number of forms actually used does not automatically result in a smaller package.

Business can be used with 1 to 3 forms. Agency can be used with 1 to 10 forms. The number of websites or URLs does not determine the package level.

4. Authorisation

The Customer confirms that it is authorised to commission Torveno to perform automated tests of the specified websites, forms and email processes.

Tests are configured only for expressly authorised targets.

5. Technical setup and introductory period

Technical onboarding begins after confirmed payment of the agreed setup fee.

During technical onboarding, form fields, success rules, test data, integration path, email path and test profiles are in particular configured and checked in a controlled manner.

For an initial start, the 30-day introductory period begins once all forms agreed for that start have been technically configured and approved for monitoring.

Monitoring is active during the introductory period. Regular monthly billing begins after the introductory period ends or at the time indicated in the payment process.

Forms added later undergo only their own technical onboarding. An introductory period that is already running or has already ended is not restarted or extended as a result.

The setup fee and the monthly fee are separate price components.

6. Standard packages and prices

Additional forms may be added later within the booked package capacity, provided they are technically approved for Torveno.

With Essential, a second or third form requires an upgrade to Business, and from the fourth form onwards an upgrade to Agency is required. With Business, an upgrade to Agency is required from the fourth form onwards.

From the 11th monitored form onwards, Agency applies plus CHF 99 per month for each additional form.

Additional forms at CHF 99 per month are available only from the 11th form onwards and may not be used to avoid switching to a required higher package level.

7. Payment and payment arrears

Prices are stated in Swiss francs. Recurring fees are charged in accordance with the agreed billing period.

Stripe may be used for automated payments and subscription management.

If a due payment cannot be processed, Torveno may use an automated reminder and retry process.

Under the currently intended standard process, notices or reminders may be sent when the payment failure occurs and again after a further 7 and 14 days.

If payment arrears continue, monitoring may be paused. If the arrears still exist after 30 days, Torveno may terminate the subscription and deactivate the Customer, monitoring and portal access, unless mandatory statutory provisions prevent this.

8. Package changes

8.1 Upgrade

Available upgrades can be reviewed in the customer portal and initiated through the designated binding process.

The standard differences in the setup fee are:

• Essential → Business: CHF 500 one-time
• Business → Agency: CHF 1’410 one-time

The upgrade becomes technically effective immediately after successful confirmation and payment.

If the upgrade takes place during the 30-day introductory period, that period continues unchanged. It is neither restarted nor extended.

In this case, the new monthly price applies from the first regular monthly billing after the end of the introductory period.

If the upgrade takes place while a subscription is already active, there is no pro-rata recalculation of the current period.

8.2 Downgrade

A downgrade may already be scheduled during the introductory period. It becomes effective at the end of the introductory period.

After the introductory period, a downgrade becomes effective at the end of the current billing period.

Until the effective date, the existing package and existing terms remain in place.

A setup fee that has already been paid is not refunded due to a downgrade.

The target package must be suitable for the number of forms being monitored when the downgrade becomes effective.

A scheduled downgrade may be revoked before it becomes effective.

8.3 Concurrent actions

Conflicting contractual actions are not processed at the same time. The contractual status displayed in the customer portal and technically confirmed is authoritative.

9. Customer cooperation obligations

The Customer provides Torveno with the information required for setup and operation in a timely and accurate manner.

Changes to the website, form, email path, CAPTCHA, anti-bot mechanisms or other test-relevant components must be communicated to Torveno if they may affect monitoring.

10. Monitoring and service limitations

A monitoring system can make technical disruptions visible more quickly, but cannot guarantee complete or delay-free error detection.

A successful check means that the defined test process was successful at the respective time of the check.

It does not guarantee that every real user inquiry outside the test process will always be processed without errors.

Completion of technical onboarding and the subsequent monitoring status are treated separately.

11. Error confirmation and disruption notifications

11.1 Silent form test

A first failed silent form test is documented.

If the next regular form test also fails, the disruption may be treated as confirmed in accordance with the configured confirmation logic.

11.2 Real full test

A failed full test is documented.

If the error occurred before a real form submission was attempted, Torveno may perform a repeat check after a short waiting period, approximately five minutes in the standard case.

If a form submission has already been attempted, Torveno does not immediately send a second real form submission. This is intended to prevent duplicate test inquiries.

The error status nevertheless remains documented. Further checks and Customer notifications are governed by the configured confirmation and escalation logic.

11.3 Continuing disruptions

For confirmed disruptions, limited interim notifications may be sent.

After successful recovery, Torveno may automatically send a recovery notification.

12. Customer portal

Torveno provides the Customer with protected access to the customer portal for the duration of the active contractual relationship.

The portal may in particular provide understandable monitoring statuses, regular current and historical monitoring checks, profile data, monitored websites and forms, contractual and billing data, and available functions for upgrades, downgrades and cancellation.

Internal technical diagnostic data, onboarding tests, full tests, technical error messages, internal endpoints, stack traces, selectors and screenshots are not disclosed in the customer portal.

13. Contract term and cancellation

The subscription continues for the displayed billing period unless a different individual arrangement exists.

The Customer may cancel the subscription at the end of the current billing period using the designated process in the customer portal.

Until the end of the contract, monitoring and the customer portal generally remain active unless they have been paused due to payment arrears or another contractually provided suspension.

After the contract ends, monitoring and portal access are deactivated.

14. Data after the end of the contract

Deactivation of the customer portal does not automatically result in the immediate deletion of all data.

Contractual, invoice, payment and technical evidence data may continue to be stored in accordance with statutory obligations and legitimate documentation interests.

15. Data protection

Torveno processes personal data in accordance with the published Privacy Policy.

Where Torveno processes personal data on behalf of the Customer, the Data Processing Agreement also applies where it has been incorporated into the contractual relationship.

16. Confidentiality

Both parties treat non-public technical, business and contractual information as confidential unless there is a statutory disclosure obligation.

17. Liability

Liability is governed by mandatory Swiss law.

To the extent permitted by law, Torveno is not liable for indirect damages, loss of profit or purely consequential damages arising solely because a disruption was not detected or was not detected immediately.

This limitation does not apply where an exclusion of liability is prohibited by law.

18. Changes

Torveno may further develop technical details of the service provided that the essential contractual purpose is maintained.

Material changes to prices or contractual terms will be communicated to existing Customers within a reasonable period before they take effect.

19. Governing law and jurisdiction

Swiss law applies.

For disputes with business customers, the courts at the provider’s registered office or domicile have jurisdiction to the extent permitted by law. Mandatory statutory places of jurisdiction remain reserved.

Last updated: 03.09.2026