Terms of service

Effective date: October 8, 2026

These Terms of Service (the "Terms") are the rules of the online store at elevenwebsites.com (the "Site"). They say how you order from ELEVEN, what you get, what you pay and what your rights are. By placing an order you accept these Terms. If you only use the Site, for example to take the quiz, book a call or send us a message, only sections 15 and 16 apply to you.

1. Who we are

The Site is run by Jan Osikiewicz, trading as ELEVEN Studio, Parafialna 11a/2, 67-200 Głogów, Poland ("ELEVEN", "we", "us").

Contact: info@elevenwebsites.com. We answer on business days, Monday to Friday.

2. Words we use

Client, you: the person or business that orders from us.
Consumer: a natural person who orders for purposes outside their trade, business or profession. A sole trader who orders something that is not of a professional nature for them is treated as a Consumer in these Terms wherever the law gives them consumer protection, in particular for the right of withdrawal, unfair contract terms and liability for defects.
Store: the online store we design and build for you on the Shopify platform.
Launch Spot: a Store built free of charge, or at a reduced launch price, under our launch offer, on the conditions in section 6.
Site Care: changes to your Store that we make at your request after it is handed over.
Brief: the information and files you send us so that we can build your Store.
Handover: the moment we tell you the Store is ready and launched, and give you full access to it.

3. What we sell

3.1 The Store ("Ecommerce Scaling System"). We design and build a custom online store for your brand on the Shopify platform, on your own Shopify account, for up to 200 products. The scope shown on the product page of the Site on the day you order is part of our contract, and it decides if it differs from this summary. It includes: a design made from scratch for your brand; the home page, product page, collection page and cart, for computers and phones; your products added to the Store with the product images and texts you supply, up to 200 products; the Store's payment methods set up, which needs your business and bank details and the checks your payment provider asks you to complete; help with copy and graphics; search engine optimisation on every page (page titles, descriptions, structured data and a sitemap) and pages built to load fast; one domain name registered for you, with the first 12 months paid by us; SSL and the launch of the Store on Shopify; training on how to run it; a direct line to us during the build; and 30 days of Site Care after Handover. Shopify's own tools, such as its analytics and its AI assistant, are part of your Shopify plan and are provided by Shopify.

3.2 Site Care subscription. After the free 30 days you can keep Site Care as a paid subscription, described in section 9.

3.3 Free call and sketch. If your business is one we can work with (section 3.5), you can book a free 15-minute online call. For the call we prepare a free sketch of your site. Neither obliges you to order.

3.4 What is not included. Unless we agree otherwise in writing, the price does not include: Shopify's own subscription and transaction fees, which you pay directly to Shopify; paid apps, themes, fonts or stock images; advertising; product photography; the legal texts of your own store; domain renewals after the first 12 months; and work for more than 200 products.

3.5 Who we work with. We build stores for businesses that sell physical or digital products. We may decline an order before we accept it, for example where the business sells services only, has more than 200 products or sells goods that are unlawful. If we decline, we tell you by email and refund in full anything you have paid.

4. Ordering

You order through the checkout on the Site. Before you order you can read the scope, the price and these Terms.
When you complete the checkout you receive an automatic email saying that we received your order. The contract between you and ELEVEN is concluded when we accept the order, which we confirm by email or WhatsApp after we have read your Brief, normally within one business day.
After ordering you fill in the Brief. We then agree the look of the Store with you.
The contract is concluded in English. You can save or print these Terms from the Site at any time. We send them by email to anyone who asks, and to Consumers together with the confirmation of the order. If you live in Poland and order as a Consumer, write to us before ordering and we send you these Terms and the Refund Policy in Polish; your contract is then concluded in Polish.
You must be at least 18 years old and, if you order for a business, authorised to act for it.

5. Prices and payment

Prices are in US dollars and are the ones shown at checkout on the day you order. They include all taxes. The total shown at checkout is the full amount you pay us.
You pay through the checkout on the Site, using the payment methods shown there. Payments are processed by Shopify and its payment providers.
If the Site offers payment in instalments and you choose it, the first payment is taken at checkout and the rest is invoiced monthly, with no interest and no fees. Each invoice is payable by the date shown on it. If an instalment is more than 14 days overdue we may pause our work, including Site Care, until it is paid.
A Launch Spot costs the launch price shown at checkout, which may be $0. The number of Launch Spots is limited and shown on the Site.
We issue an invoice or receipt for every payment.

6. Launch Spots

A Launch Spot is a complete Store built under our launch offer, free of charge or at a reduced launch price. In return you accept two conditions:

Case study. You allow us to present your finished Store as a case study on the Site and in our marketing: your brand name, screenshots or recordings of the Store, a description of the work, and any results you choose to share with us. This permission is free of charge, non-exclusive and has no time limit. If your business closes or the brand is sold, we remove the case study on request.
Testimonial. Seven days after your Store launches you send us a testimonial about working with ELEVEN, in your own words. It must be your honest opinion. We do not ask for it to be positive and we do not suggest what it should say. We may publish it with your name and brand, in full or shortened without changing its meaning. Wherever we publish it, we state clearly next to it that your Store was built free of charge, or at a reduced price, under our launch offer. If you post your opinion about ELEVEN yourself, for example on social media or a review site, please say there too that your Store was built under that offer. If your opinion changes, tell us and we update or remove the testimonial within 14 days.

One Launch Spot is available per business. You can give up a Launch Spot at any time before Handover by writing to us; nothing is charged for a free Launch Spot.

7. How the work goes

7.1 Your materials. You send us the Brief and the materials for your Store (logo, texts, photos, product data). You confirm that you have the right to use everything you send us and to let us use it for your Store. You are responsible for your products, your prices, your product information and the legal compliance of your own business.

7.2 Your Shopify account. The Store is built on your own Shopify account, which stays yours. You give us staff or collaborator access. Never send us your password. Shopify's own terms apply to your use of Shopify.

7.3 Timeline. We build the Store in 4 to 10 calendar days, counted from the day we agree the look with you. Days on which we wait for your answers, your materials, access to your Shopify account or your approval, or for a third party such as Shopify or a domain registrar, do not count.

7.4 Changes during the build. We send you updates as the build goes. Changes you ask for during the build cost nothing extra, and anything that does not match what we agreed we redo at no cost. If you ask us to change the look we have already agreed with you, we do that at no extra cost too, and the 4 to 10 days in section 7.3 are counted again from the day we agree the new look. Only work outside the scope in section 3.1, for example more than 200 products or a second store, is quoted separately, and we do it only if you accept the quote.

7.5 Handover. At Handover you receive full access to the Store. Please check it and tell us within 7 days if anything does not match what we agreed; we fix it at no cost. If a Client who is not a Consumer reports nothing within 7 days, the Store is treated as accepted. Acceptance does not cover defects that could not be found by an ordinary check at that time. This section does not limit the rights of Consumers.

8. Our guarantees

On time, or a refund. If the build of a paid Store takes longer than the 10 days described in section 7.3 for reasons on our side, we refund 5% of the full price of the Store for every full day of delay, up to the full price. If you pay in instalments, the 5% is still counted on the full price, not on the part paid so far; we first take the refund off the instalments still due and pay you any amount above them. A free Launch Spot has no price to refund; the timeline is still our commitment.
Changes during the build are free, as described in section 7.4.
30 days of Site Care are free after Handover.

We do not guarantee sales, revenue, profit or any other business result. Where the Site says what our stores are built to do, it describes the aim of our work, not a guaranteed outcome. Figures from our past work shown on the Site are the results of one store and are not a promise.

9. Site Care subscription

9.1 What it is. Site Care covers any change to your existing Store that you ask for by WhatsApp or email, for example to its content, products, layout, sections or settings. We handle requests in the order we receive them and as soon as reasonably possible. Site Care does not cover building another store, a complete redesign of the Store or custom app development. It also does not cover third-party costs such as paid apps, themes, fonts, stock images or advertising. If a request falls outside Site Care, we tell you before we start and quote for it separately.

9.2 Plans and billing. Site Care is free for the first 30 days after Handover. After that it is an optional subscription at the price shown on the Site when you subscribe: a monthly plan, charged every month, or a 12-month plan, charged once every 12 months. You do not pay for Site Care when you order your Store: you subscribe separately, and the first payment is taken when you subscribe. If you subscribe before your free 30 days have ended, we make sure you do not pay for the free days you had left: we move your next charge back by those days or refund them. The subscription renews automatically and your payment method is charged at the start of each new period, until you cancel.

9.3 Cancelling. You can cancel at any time: online, through the link in your subscription emails, or by email to info@elevenwebsites.com. A cancellation sent by email counts from the moment you send it, also on a weekend or a holiday. Cancellation takes effect at the end of the period you have already paid for, and you keep Site Care until then. If a renewal is charged after you sent your cancellation, we refund that charge in full. Apart from that, we do not refund a period that has already started, unless the law requires it or we did not provide the service.

9.4 Changes of price. We may change the price of a subscription only for a real reason, such as a rise in our costs of providing Site Care or a change in tax or in the law, and we name the reason when we tell you. We tell you by email at least 30 days before the renewal from which the new price would apply. A new price never applies to a period you have already paid for. If you are a Consumer, the new price applies only if you expressly agree to it, for example by replying to that email. If you do not agree, your subscription ends at the end of the period you have already paid for and we charge nothing more. Other Clients can cancel before the new price applies.

9.5 Failed payments. If a renewal payment fails we may pause Site Care until it is paid.

9.6 Subscription Policy. The Subscription Policy shown at the subscription checkout sums up this section and is part of these Terms.

10. Cancelling an order

Before we start the build: you can cancel at any time and we refund everything you paid.
After we have started the build of a paid Store: you can cancel by writing to us. We refund the price less a fair share for the work already done, which we set out for you in writing.
We may cancel an order if we do not receive the Brief or the materials we need within 30 days of asking for them, or if working together becomes impossible for reasons on your side. We then refund the price less a fair share for the work already done, which we set out for you in writing.

The rights of Consumers in section 11 apply in addition to this section. The Refund Policy sums up these rules and is part of these Terms.

11. Right of withdrawal for Consumers

If you are a Consumer you may withdraw from the contract within 14 days of the day it was concluded, without giving a reason. To do so, send us a clear statement before the 14 days end, for example by email to info@elevenwebsites.com or by post to our address in section 1. You may use this link: Withdraw from contract here, or the form at the end of these Terms, but you do not have to.

If you withdraw, we refund all payments received from you without delay, and no later than 14 days from the day we receive your statement, using the same payment method unless you expressly agree to another one, at no cost to you.

For a paid service, we begin the work before the 14 days end only if you expressly ask us to, at checkout or by email. If you asked for that and then withdraw, you pay for the part of the service provided until the day you told us about the withdrawal, in proportion to the whole agreed scope and price. If you did not ask for that, we begin the work after the 14 days end, and the time in section 7.3 is counted from then at the earliest.

For a paid service, the right of withdrawal ends once we have fully performed it, if we began with your prior express consent and you were told before we began, and acknowledged, that you would lose the right once the service was fully performed.

A free Launch Spot is free of charge, so we begin it without waiting and the right of withdrawal is not lost when the Store is finished. If you withdraw from a free Launch Spot within the 14 days, nothing is charged, the conditions in section 6 no longer bind you, and we remove any case study and testimonial we have published.

12. Complaints

If something is wrong with our service, write to info@elevenwebsites.com and describe the problem. We reply within 14 days.

Consumers have the rights given by law where a service does not conform to the contract. A Consumer may also use out-of-court ways of resolving a dispute, for example with the help of a municipal or district consumer ombudsman or a Voivodeship Inspectorate of Trade Inspection in Poland. Information is available at uokik.gov.pl.

13. Intellectual property

Everything you send us stays yours.
From Handover you receive a worldwide, royalty-free licence, with no time limit, to use, change and develop the design we made for your Store. You may let others work on it for you and you may pass the licence on together with your Store or your business. We undertake not to terminate this licence. If you pay in instalments, the licence applies from Handover on condition that the instalments are paid.
We will not reuse the distinctive custom design of your Store for another client. If you ask, we sign a written transfer of the copyright in that custom design at no charge, within 14 days of your request and, for a paid Store, once the price is paid in full.
Parts that come from third parties, such as Shopify software, apps, fonts or stock images, remain subject to their own licences.
We keep our know-how, tools and general code, and may use them in other work.
The content of the Site, including our concept stores, belongs to ELEVEN or is used by ELEVEN under licence from its authors. You may not copy ELEVEN's content without our written permission. Elements made by others stay under their own licences.

14. Liability

We are responsible for doing our work with professional care. To the extent the law allows, towards Clients who are not Consumers: for a paid service, our total liability is limited to the amount you paid us for that service in the 12 months before the damage occurred; for a service provided free of charge, such as a free Launch Spot or the free 30 days of Site Care, we are liable only for damage we caused wilfully or by gross negligence; and we are not liable for lost profits, or for the acts of Shopify, app providers, payment providers, domain registrars or other third parties.

Nothing in these Terms limits liability for wilful misconduct or any liability that cannot be limited by law, and nothing in these Terms limits the statutory rights of Consumers.

15. Using the Site

On the Site we provide these electronic services free of charge: browsing the Site, the qualification quiz, booking a call, the Brief form, the order form and checkout, the management of a Site Care subscription and contact by email. The contract for each of them is concluded when you start to use it, lasts for the time you use it and ends when you leave the Site or send the form. You can stop at any time, without giving a reason and at no cost.

To use them you need a device with internet access, a current web browser with JavaScript and cookies enabled, and an email address. You may not send unlawful content through the Site. Complaints about these services are handled as described in section 12.

16. Personal data

We process personal data as described in our Privacy Policy.

17. Shopify and other third parties

ELEVEN is an independent studio that builds stores on Shopify's software. Shopify is not a party to your contract with us. Your Shopify account, its fees and its features are governed by your own agreement with Shopify.

18. Events beyond our control

Neither of us is liable for a delay or failure caused by events beyond reasonable control, such as outages of the internet or of platforms we both depend on, natural disasters or acts of authorities. The time for performance is extended by the duration of the event.

19. Law and courts

These Terms are governed by the law of Poland. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

For Clients who are not Consumers, disputes are decided by the Polish court with jurisdiction over Głogów, Poland, where ELEVEN is based. ELEVEN may also claim unpaid amounts before the courts of the place where the Client is based.

If you are a Consumer, this choice of law does not take away the protection given to you by the mandatory rules of the country where you live, and you may bring a claim before the courts of that country.

20. Changes to these Terms

We may change these Terms only for one of these reasons: a change in the law, or a decision of a court or authority, that affects our services; a change in how Shopify's checkout, payment or subscription system works; the addition, change or withdrawal of one of our services, to the extent the change concerns that service; the need to prevent abuse or keep the Site secure; or the correction of mistakes and unclear wording. An order for a Store is governed by the Terms in force on the day it was placed. If a change affects an active subscription, we send you the new Terms by email at least 30 days before they apply. They apply at the earliest from your first renewal after those 30 days, and you may cancel before then at no cost.

21. Final provisions

If a provision of these Terms turns out to be invalid, the rest remains in force. Questions about these Terms: info@elevenwebsites.com.

Withdrawal form

(Fill in and send this form only if you are a Consumer and wish to withdraw from the contract.)

To: Jan Osikiewicz, ELEVEN Studio, Parafialna 11a/2, 67-200 Głogów, Poland, info@elevenwebsites.com

I hereby give notice that I withdraw from my contract for the following service: ..............................

Ordered on: ..............................

Name of consumer: ..............................

Address of consumer: ..............................

Signature of consumer (only if this form is sent on paper): ..............................

Date: ..............................