Terms of Service

These Terms of Service ("Terms") govern your use of the website cyberlab.team (the "Website"), the client portal my.cyberlab.team and other client portals on *.cyberlab.team (the "Client Cabinet" or "Platform"), and all services provided by CyberLab.Team OÜ. They form a legally binding agreement between you ("Client" or "you") and CyberLab.Team OÜ, registry code 14647320, VAT number EE102131851, Sepapaja tn 6, Tallinn 15551, Estonia ("CyberLab.team", "we", "us" or "our"). Contact for everything, including complaints and data protection: [email protected].

These Terms consist of Part I (General Terms), which applies to every service, and Part II (Service Annexes), which apply in addition to the service you order. If an Annex and Part I conflict, the Annex prevails for that service. Where we process personal data on your behalf, our Data Processing Agreement (DPA), including the list of subprocessors at cyberlab.team/subprocessors, forms part of these Terms; our Privacy Policy and Cookie Policy are notices that explain how we process personal data, not contract terms. The same version of these documents is published on the Website and shown in the Client Cabinet.

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Part I — General Terms

1. Acceptance and parties

1.1. One acceptance. You accept these Terms and the DPA, and confirm that you have read the Privacy Policy and the Cookie Policy, with one confirmation: by ticking the acceptance box in the Client Cabinet, by signing or confirming an order or offer, or by paying for a service. You accept them as a whole — partial acceptance is not possible. If you do not agree, do not order or use our services.

1.2. Who may order. We serve businesses and legal entities ("business clients") and individuals acting outside their trade or profession ("consumers"). When you order, you state whether you buy as a business or as a consumer. Section 7 contains additional rules for consumers; where Section 7 gives a consumer more rights than another provision, Section 7 prevails. Where the mandatory law of your country gives consumer rights (such as withdrawal or protection against unfair terms) to an individual trader who concludes a contract outside their professional field, those rules apply to the extent that law requires.

1.3. Authority. If you accept these Terms for a company or another organisation, you confirm that you are authorised to bind it. You must be at least 18 years old and have full legal capacity.

1.4. Language. These Terms are drawn up in English, with translations into Ukrainian, Polish and Russian. For business clients, if a translation differs from the English text, the English version prevails. For consumers, the language version in which you concluded the contract applies, and any discrepancy is interpreted in the way most favourable to you. Mandatory consumer-protection rules of your country of residence are not affected.

2. Our services

2.1. What we do. We provide digital marketing services: search engine optimisation and audits, Google Ads management, publisher monetisation (AdSense, Ad Manager), local marketing and management of Google Business Profiles ("Maps Management"), AI-visibility consulting and related consulting. The scope, price and term of each service are set out in your order, offer or the Client Cabinet. Service-specific rules are in Part II.

2.2. Best-effort services, no guaranteed results. Our services are provided with professional care on a best-effort basis (a contract for services, käsundusleping, under Estonian law). We do not guarantee any particular result, such as a search or map ranking, "top" positions, a number of calls, leads or sales, a return on ad spend, or approval or continued availability of any Google account or listing. Google's algorithms, products and policies change without notice and are outside our control.

2.3. Google decisions. Google decides independently on account and listing approvals, suspensions, ad disapprovals, verification and automated budget delivery. We are not liable for such decisions unless they were caused by our own breach of these Terms. Where Google requires the advertiser to pass verification or provide documents, you are responsible for doing so.

2.4. Client Cabinet. The Client Cabinet is provided free of charge as part of our services so that you can see our work, approve it, receive reports and talk to your manager. You pay for our services (for Maps Management: for the servicing of each location you choose), not for access to software. The Client Cabinet is provided "as is"; we work to keep it available but do not offer a separate uptime commitment. Your Google campaigns and Business Profiles continue to run on Google's infrastructure when the Client Cabinet is unavailable. We may change or discontinue Client Cabinet functions, in particular when Google changes or withdraws an API; where a change materially reduces a service you have paid for, Section 6.4 applies.

2.5. Artificial intelligence. We may use AI tools to prepare drafts (for example review replies, posts or ad texts). An AI draft is never published automatically: a person reviews and approves it, and where your approval is required, it is published only after you approve it. We do not use your content or data received from Google to train AI models. We will label AI-generated content where the law requires it.

3. Orders, free preparation and start of work

3.1. Order. A contract for a service is concluded when you confirm an order in the Client Cabinet, accept our written offer or pay our invoice, whichever happens first.

3.2. Free preparation. Before the first payment for a service we may carry out preparatory work free of charge (for example an initial review of your Business Profile or account). Free preparation creates no obligation for you to buy and no obligation for us to continue.

3.3. Start of paid work. Paid work starts after the first payment for the service is received, unless your order states otherwise.

4. Prices, payment and invoices

4.1. Prices. Prices are shown in the order, offer or Client Cabinet and are exclusive of VAT unless stated otherwise, because we serve clients in different countries and the VAT depends on your country and on whether you buy as a business or as a consumer. If you buy as a consumer, the total price including VAT is shown to you before you pay. VAT is charged where the law requires it; the invoice shows either the VAT amount or the legal basis for not charging VAT (for example the reverse charge for a business client with a valid VAT number). Invoices are issued electronically (PDF in the Client Cabinet or by email). An Estonian business client registered in the Estonian Commercial Register as an e-invoice recipient may ask us for a machine-readable e-invoice (EN 16931-1).

4.2. Our fee is separate. Our fee for a service is always shown as a separate line on your invoice. Amounts you pay to Google (for example advertising spend) are not part of our fee and are not invoiced by us (see Annex B).

4.3. Payment methods. You can pay by card (processed by Stripe) or by bank transfer against our invoice to our corporate accounts at Revolut or Wise. We never ask for card details by email or chat.

4.4. Recurring services and automatic renewal. A recurring service is ordered for a billing period (for Maps Management: per location, for the period shown at order). It renews automatically for the same period unless you cancel it before the end of the current period (Section 6). If you pay by card, you authorise us and Stripe to charge the saved card at the start of each period; if you pay by bank transfer, we issue an invoice for each period.

4.5. Price changes. We may change prices for future periods, for example because of changes in the scope of our services, in our costs for infrastructure, staff or third-party services, in taxes, or because of inflation. We will notify you by email at least 30 days before the change takes effect, stating the new price, the date from which it applies, the reason and how to cancel. If you do not agree, you may cancel before the new price applies; the price change does not apply to a period you have already paid for.

4.6. Discounts and bonuses. Discounts and bonuses (for example for a 3-month prepayment) are part of the offer shown at order. They apply only to that order and cannot be exchanged for money. We may change or withdraw discounts and bonuses for future orders.

5. Non-payment

5.1. If a payment for a service is not received when due, we notify you and give you time to pay. If it is still unpaid:

• advertising managed by us is paused 1 day after the due date, because we do not keep campaigns running without management while our fee is unpaid; you authorise us to pause them for this reason and can resume them yourself in Google Ads at any time; and
• our other work on the unpaid service and use of the Client Cabinet's functions that run on our resources stop 7 days after the due date; for an invoice paid by bank transfer the 7 days are counted from the due date of the invoice. If you think the payment status is wrong, you can ask for a review by a person and explain your view (Privacy Policy, Section 5).

5.2. While a payment is outstanding you keep access to sign in, pay, download invoices, export your data and see your history. We do not delete your data because of non-payment, and we never withhold, take over or block your Google Business Profile or Google Ads account because of a debt: you remain the owner, and you can remove our access at any time, also while a payment is outstanding.

5.3. Work resumes once the payment is received. Our right to claim the outstanding amount is not affected.

6. Cancellation, end of service and refunds

6.1. Cancellation by you. You may cancel a recurring service at any time in the Client Cabinet or by email to [email protected]. The cancellation takes effect at the end of the paid period; until then we continue to provide the service.

6.2. No refund for the remaining period. If you cancel, or ask us to remove our access to your Google account, before the end of a paid period, the remaining part of that period is not refunded and the service is not renewed. This does not restrict your statutory right of withdrawal (Section 7), our obligations in Sections 6.3 and 6.4, or any other mandatory right to terminate and obtain a refund. If you are a consumer and end a prepaid multi-month service early where the law allows you to, the months already used are charged at the regular monthly price without the prepayment discount, and we refund the rest.

6.3. Our errors. If we fail to provide a paid service, or part of it, for reasons for which we are responsible, or charge you by mistake, we will — at your choice — refund the corresponding part of the fee or extend the paid period accordingly.

6.4. Material change of a paid service. If we discontinue or materially reduce a service you have paid for (for example because Google withdraws an API), we will either provide an equivalent service or refund the unused part of the fee.

6.5. Disputed payments. Please contact us first if you disagree with a payment; this does not limit your right to contact your bank or payment provider. While a payment dispute is open, we may suspend only the service concerned, where this is lawful and proportionate and, where reasonably practicable, after notifying you. Access to invoices, data export, withdrawal, complaints and removal of our access to your Google accounts remains available. Consumer rights under the law are not affected.

6.6. Your accounts after the end of service. When a service ends, you keep full ownership of and access to your Google accounts and profiles. We remove our access as set out in the Annexes (Google Ads: Annex B; Google Business Profile: Annex E). What happens to your data is described in the Privacy Policy.

6.7. Suspension or termination by us. We may suspend or terminate a service with immediate effect if you seriously breach these Terms, use our services for unlawful purposes or in breach of Google policies (Section 8), or if continuing would expose us to legal or regulatory risk. Where reasonable, we notify you first and give you an opportunity to remedy. If we terminate without your breach, Section 6.4 applies.

7. Additional rules for consumers

7.1. Right of withdrawal. As a consumer you may withdraw from a contract concluded online or at a distance within 14 days of its conclusion without giving a reason; the automatic renewal of a recurring service without a new order does not start a new withdrawal period. You can withdraw using the "Withdraw from contract here" function in the Client Cabinet, which is available for each consumer contract throughout its withdrawal period (also while a payment is outstanding), or by any other unequivocal statement, for example by email to [email protected]. We will confirm receipt of your withdrawal without delay on a durable medium (email).

7.2. Starting before the end of the withdrawal period. We start a service within the withdrawal period only if you expressly request it when paying. If you then withdraw, you pay a proportionate amount for the service provided until you informed us of the withdrawal. If, at your express request and with your acknowledgement, a one-time service (such as an audit or a set-up) has been fully performed within the withdrawal period, you no longer have the right of withdrawal for it; a recurring service provided over a billing period is not fully performed before that period ends, so you may withdraw within the withdrawal period and pay a proportionate amount.

7.3. Refunds. We refund payments due to you after a withdrawal without undue delay and in any case within 14 days of receiving your withdrawal, using the same means of payment unless agreed otherwise.

7.4. Liability and consumer rights. The limitations in Section 10, the waiver in Section 12.3 and the non-solicitation clause in Section 11.3 do not apply to consumers. Nothing in these Terms limits rights that consumers have under mandatory law, including liability for intent and gross negligence.

7.5. Complaints. Please send any complaint to [email protected]; we give a reasoned reply within 14 days, or within any shorter period required by the law of your country. Where the law allows more time and it is needed, we tell you the reason for the delay and a new reasonable deadline. If we cannot resolve it together, you may refer the dispute to the Consumer Disputes Committee (Tarbijavaidluste komisjon) of the Estonian Consumer Protection and Technical Regulatory Authority (www.ttja.ee) or to the out-of-court dispute body of your country of residence; consumers in another EU country may also contact the European Consumer Centre in their country. This does not restrict your right to go to court.

8. Your obligations

8.1. Lawful business and Google policies. You confirm that your business, website, products and services comply with applicable law and with Google's policies, and that the information you give us and publish through us is accurate and lawful. You are responsible for the content of your profiles, ads and websites, including content we publish on your instructions or with your approval.

8.2. Prohibited use. You must not use our services to create fake locations or reviews, to gate or incentivise reviews, to circumvent Google's systems, or for any unlawful purpose. You must not reverse-engineer, scrape or attack the Platform.

8.3. Materials and approvals. Our work depends on your materials, access and timely approvals. Delays on your side do not pause billing; if we cannot work for a long period because of you, we will tell you and you may cancel under Section 6 (for consumers, including the rule on early ending of a prepaid multi-month service in Section 6.2).

8.4. Instructions against our recommendation. If you insist on an action against our written recommendation or warning (for example a text, setting or change that we consider risky under Google's policies), we will record our warning and your instruction. You bear the consequences of such an action, and we are not liable for them. This does not exclude our liability for our own breach or for failing to act with professional care. We do not carry out instructions that are unlawful or prohibited by Google's policies.

8.5. Sanctions. You confirm that you are not subject to EU, UN or US sanctions and that you do not operate in a country or territory for which Google does not allow its services. We may refuse or stop a service where sanctions or Google's restrictions apply.

8.6. Indemnity (business clients). A business client indemnifies us against third-party claims, fines and reasonable legal costs arising from its content, products, services or breach of law or Google policies, except to the extent caused by our own breach.

9. Intellectual property and case studies

9.1. All rights in the Website, the Platform and our methods remain with us. Materials we create specifically for you and that you have paid for may be used by you without restriction.

9.2. Trademarks. Google, Google Ads, Google Business Profile, AdSense and other names are trademarks of their owners. We are an independent agency; our services are not provided, endorsed or guaranteed by Google.

9.3. Case studies. We may describe our work for you in our marketing only in anonymised form, unless you agree otherwise in writing. Data from your Google Ads account (for example spend, keywords, bids, settings or performance) is used in a case study or otherwise disclosed to third parties only with your prior written consent.

10. Liability (business clients)

10.1. We are liable for damage caused by our breach of these Terms in accordance with the law. We are not liable for indirect or consequential damage, including lost profit, lost data or loss of goodwill, except where caused intentionally or by gross negligence.

10.2. Our total liability to a business client for all claims relating to a service is limited to the fees paid by the client for that service in the three (3) months before the event giving rise to the claim. This limit does not apply to death or personal injury, to damage caused intentionally or by gross negligence, or where the law does not allow a limitation.

10.3. Force majeure. Neither party is liable for a failure caused by circumstances beyond its reasonable control that it could not reasonably have avoided or overcome, including outages or changes of Google, Stripe or other third-party services, cyberattacks, governmental measures or natural disasters.

11. Confidentiality and non-solicitation

11.1. Each party keeps confidential the other party's non-public information it receives in connection with the services, during the contract and afterwards.

11.2. We may provide services to other businesses, including your competitors, unless we have agreed exclusivity with you in writing. We never show one client's data to another client.

11.3. Business clients: during the services and for twelve (12) months after they end, a business client may not directly solicit or hire our employees or contractors who worked on its account without our prior written consent.

12. Changes, law and disputes

12.1. Changes to these Terms. We may change these Terms for future use. We will notify you by email and in the Client Cabinet at least 30 days before material changes take effect. You will be asked to accept the new version in the Client Cabinet; if you do not accept it, you may cancel your services before the change takes effect without being charged for later periods. Until you accept the new version, the current version continues to apply to your paid services until the change takes effect, and you keep access in the Client Cabinet to export your data, download invoices, cancel services, withdraw from a contract and remove our access to your Google accounts.

12.2. Governing law and courts. These Terms are governed by the laws of the Republic of Estonia. Disputes with business clients are resolved exclusively by the Harju County Court (Harju Maakohus) in Tallinn, Estonia. For consumers, the choice of Estonian law does not deprive you of the protection of the mandatory law of your country of residence, and the courts competent under the mandatory rules on jurisdiction for consumers apply, including the courts of your country of residence.

12.3. Business clients: claims are brought individually and not as a class or representative action, to the extent the law allows.

12.4. Severability. If a provision is invalid, the rest of these Terms remains in force, and the invalid provision is replaced by a valid one closest to its purpose. For consumers, an unfair or unenforceable term is not binding on you; the rest of the contract continues where legally possible, without reducing your mandatory rights.

12.5. Notices. We send notices to the email address in your Client Cabinet or order; operational notifications about our work (for example under Annex E, Section E.5) are given in the Client Cabinet. You send notices to [email protected].

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Part II — Service Annexes

Annex A — SEO, audits and consulting (including AI visibility)

A.1. Audits and consulting are delivered as reports, recommendations or implementation work as described in the order. Recommendations are based on the information available at the time of delivery.

A.2. If you give us access to your website, Google Search Console, Google Analytics or other tools, we use the minimum role needed and only for the agreed work. You may remove our access at any time.

A.3. A one-time audit or consulting service ends on delivery; it does not renew.

Annex B — Google Ads management

B.1. Your account. Advertising runs in your own Google Ads account. We manage it through our manager account (MCC) after you accept our link request in Google Ads. You keep ownership of and direct access to your account at all times and can see the data there directly. Where Google requires advertiser verification, you complete the verification of your business in your own name, and we complete any verification Google requires from us as your agency; Google may publish the verified advertiser's and payer's name in its Ads Transparency Center. If a campaign uses your Google Business Profile instead of a website as its destination, the profile must stay verified and meet Google's destination requirements. As the owner of the Google Ads account you are responsible to Google under Google's advertising terms for advertising spend, payment methods and the compliance of your destinations, products and services with Google's policies; we act as your agency only within the budgets and instructions you approve.

B.2. You pay Google directly. Your advertising budget is paid by you to Google under your agreement with Google; we are not a payment intermediary for ad spend. Our management fee is separate, we tell you its amount in writing before your first purchase, and it is shown separately on every invoice. Google's own guidance for advertisers who work with an agency: Advertiser guide: Working with third parties — https://support.google.com/adspolicy/answer/9457109.

B.3. Reports. Our reports show the exact amounts charged by Google, without our fee or any markup, together with costs, clicks and impressions for your account. If the data in our reports is delayed by more than 24 hours, we show this in the report. We give you your Google Ads customer ID on request.

B.4. Changes outside the Platform. If you change campaign settings directly in Google Ads, we are not liable for the effect of those changes. We may notify you of changes we detect; we never restore an earlier state without a human decision.

B.5. Google AI features. Where Google Ads offers a setting to switch off automated features that generate or change ad content (for example automatically created text or video assets, final URL expansion, AI Max), these settings are switched off in campaigns we create. Some campaign types (for example Performance Max and Demand Gen) may combine your assets automatically as part of the campaign type itself; before launching such a campaign we tell you its type and its main automated features, and we do not launch it without your prior written approval. We switch them on only with your written consent (in the Client Cabinet chat or by email), which we record.

B.6. Your data. We do not sell, sub-license or disclose data from your Google Ads account to third parties without your prior written consent (see also Section 9.3 and our DPA). Google may monitor and audit how its API is used, including for your account.

B.7. No API access through us. We use the Google Ads API only to provide our services. We do not offer you or third parties access to the Google Ads API through our systems.

B.8. Restricted content. We may refuse or stop advertising for products, services or content that Google restricts or prohibits (for example certain healthcare, financial, gambling or political content) or that we consider unlawful. We do not run political advertising.

B.9. Ending management. You can ask us at any time to stop managing your account. Within 3 business days of your request we remove our manager link and give you full control of the account. We never delete or damage your account. If your campaigns rely on our manager account in a way that would stop them when the link is removed, we tell you in advance. After cancellation, please check in Google Ads that campaigns are paused or continued as you wish; ad spend after cancellation is between you and Google.

Annex C — Publisher services (AdSense, Ad Manager, Google News and Discover audits)

C.1. Your AdSense or Ad Manager account and your agreement with Google remain yours; we act as a user invited by you and on your instructions, and we follow Google's publisher policies when we act for you.

C.2. Our fee is a fixed or time-based fee stated in the order. We do not charge a percentage of your AdSense or Ad Manager revenue.

C.3. You are responsible, as the website owner, for the consent of your visitors (cookie banner, consent management platform) on your websites, including where we help you set it up. You must not generate or allow invalid traffic (for example clicks or impressions from bots or incentivised users) and you keep your ads.txt / app-ads.txt files up to date.

C.4. We do not guarantee approval, continued participation or any revenue level.

C.5. The service does not include acting as a Multiple Customer Management (MCM) parent, representing your inventory through our own Ad Manager network, or receiving your Google revenue. Any such service would require a separate written agreement and Google's approvals before it starts.

Annex D — Local marketing and Google Business Profile outside the Client Cabinet

D.1. One-time services (for example profile set-up or an audit) are delivered as described in the order and end on delivery.

D.2. Annex E, Sections E.2, E.3, E.4, E.6, E.7, E.8, E.9 and E.10, also applies whenever we act in your Google Business Profile.

Annex E — Maps Management (Client Cabinet and servicing of locations)

E.1. What you pay for. You choose the locations you want us to service and a service package for each (for example Start, Business or Pro) for the period shown at order. You pay for the servicing of each chosen location. The Client Cabinet is free of charge, and there is no fee for the platform, the cabinet or connection.

E.2. Google Business Profile is free. Google Business Profile is a free Google service. Your profile and its data are shown in Google Search and Google Maps. We charge for our work on your profile, not for the profile itself. Google's notice for businesses that work with an agency: Tips for working with third parties to manage your Business Profile — https://support.google.com/business/answer/7163406.

E.3. You remain the owner. We work in your profile as a manager; you remain the owner and decide on the level of access. To connect a location you sign in to Google yourself and confirm, for the locations you select, that you allow CyberLab.team manager access. We do not ask for your Google password, and we do not keep your Google sign-in tokens after the connection.

E.4. What we do and how you approve it. Within your package we publish posts and photos, reply to reviews and keep profile information up to date. Your consent to manage the profile and to reply to reviews is given in writing (by confirming in the Client Cabinet or by email); the tone and rules for replies are agreed with you at the start and can be changed or withdrawn at any time. Anything that requires your approval is published only after you approve it. Your manager works with your locations; for quality control, a senior manager and the head of CyberLab.team can also see this work.

E.5. Notification of our changes. When we make a change in your profile, we notify you within 48 hours by a notification in the Client Cabinet, separately from Google's own notifications. Several changes may be combined in one notification.

E.6. Changes made by Google or others. We may notify you of changes to your profile made by Google or by third parties. We never automatically reverse changes made by Google; any restoration requires your decision.

E.7. Content rules. You are responsible for the content of your profile. We follow Google's rules for Business Profiles and prohibited content and may refuse to publish content that breaks them. Reviews are never gated, bought or incentivised.

E.8. Reports. Google Business Profile data is shown in our reports separately from data from other sources and labelled with its source. Data received from Google is kept no longer than 30 days, as described in the Privacy Policy.

E.9. Removing our access. You can remove our access at any time in Google Business Profile. You can also ask us to do it in the Client Cabinet or by email: we then stop making further changes and remove our access, returning control of the profile to you, within 7 business days. We never make removal conditional on payment; billing, cancellation and refunds follow Sections 6 and 7. Removing our access does not remove access that other people hold independently. Removing access ends the servicing of that location at the end of the paid period (Section 6.2); it is possible at any time, including while a payment is outstanding.

E.10. Non-payment. Section 5 applies. We never withhold or block your profile because of a debt.