General Terms and Conditions Sentomus

Article 1: Definitions

• "Customer": the natural or legal person, associations without legal personality, as well as their representative, authorised agent or employee, who has concluded or wishes to conclude an agreement with Sentomus.
• "Respondent": the individual who completes a museum's survey.
• "Sentomus": the name of the museum research project, facilitated by Sento Group BV ("Sento").
• "Agreement(s)": all agreements used by Sento Group BV in relation to the Customer, to which these General Terms and Conditions apply.
• "Use": the agreed use of digital questionnaires, web space, database space, communication materials and all other services and products provided by Sentomus.

Article 2: General

These General Terms and Conditions ("Terms") apply to all services delivered and goods sold by Sento Group BV, hereinafter referred to as "Sento".

By placing an order, the Customer unconditionally accepts these Terms in full. These Terms and any specific Agreement constitute the entire agreement between the parties and supersede all prior oral or written agreements, proposals, promises, arrangements or communications relating to the subject matter of the specific Agreement. The Customer's own general terms and conditions do not apply.

These Terms are drawn up in English. The English version is the governing agreement. For the Customer's convenience, translations are provided in Dutch, French, German, Spanish and Italian. These translated versions are not legally binding and confer no rights, including in the event of translation errors. In the event of any discrepancy between the English version and a translated version, the English version shall always prevail, including with respect to the annexes and the pricing table.

If any provision of an Agreement with Sento or its application becomes null or unenforceable for any party or circumstance, this shall not affect the remainder of the Agreement. Changes to the Customer's contact details must be communicated to Sento immediately. Sento's log files and administrative records constitute full evidence of Sento's assertions.

Article 3: Registration, use and termination

Use of the Sentomus platform requires registration via www.sentomus.eu. Upon registration, the Customer undertakes to provide accurate and complete information and to keep it up to date.

One account per museum. Each museum or museum department may only hold one active Sentomus account. Creating multiple accounts — whether free or paid — by the same institution, with the aim of circumventing respondent limits, reusing the free plan after expiry, or obtaining any other advantage, is considered abuse. Sento reserves the right to block or remove such accounts without prior notice.

After termination. Upon expiry or termination of the agreement, access to the dashboard and platform features will be closed. During 30 calendar days after the effective termination date, the Customer may request an export copy of their own research data via contact@sentogroup.eu. After this period, Sento is not obliged to retain the data, with the exception of anonymised aggregate data retained for benchmarking purposes.

Article 4: Prices and payment

Prices are exclusive of VAT unless stated otherwise. Applicable prices are those in effect at the time of the order, as shown on www.sentomus.eu and in Annex A. Sento reserves the right to change prices; revised prices apply to new or renewed agreements.

Sento invoices are payable within 30 days of invoice date unless otherwise agreed. In the event of late payment, statutory interest and a fixed penalty of 10% on the outstanding amount (minimum €50) shall be due automatically and without prior notice.

Article 5: Complaints

Complaints regarding services rendered must be submitted in writing and with reasons to Sento within 14 days of identifying the issue, via contact@sentogroup.eu. Submitting a complaint does not suspend the Customer's payment obligation. Complaints submitted after the aforementioned period will no longer be considered pursuant to Article 3.

Article 6: Rules of conduct, service modifications and availability

The Customer is prohibited from using the Sentomus platform or data collected via Sentomus for unlawful purposes, for collecting personal data of respondents, or in any way that disrupts the platform's operation or harms the interests of other Customers.

Right to modify the service. Sento reserves the right to modify, expand or restrict the platform, the standard questionnaire, features and services at any time. This includes modifications to the standard questionnaire (in cooperation with scientific partners), addition or removal of features, and technical updates. Sento shall make reasonable efforts to inform the Customer of material changes, but the absence of such notification does not affect the validity of the modification.

Availability. The service is provided on an "as is" and "as available" basis. Sento strives for the highest possible availability of the platform but does not guarantee uninterrupted or error-free operation. Scheduled maintenance, technical failures, updates or circumstances beyond Sento's control may result in temporary unavailability. Sento shall not be liable for any damages resulting from temporary unavailability of the service.

Any notice or communication (notice) regarding inappropriate use or infringement of third-party rights may be sent to contact@sentogroup.eu. Sento will assess each notification and take appropriate measures.

Article 7: Right of withdrawal

Sentomus services are intended exclusively for professional use by museums and museum institutions. By registering on the platform, the Customer confirms that they are acting in a professional capacity and not as a consumer within the meaning of applicable consumer protection legislation. The right of withdrawal therefore does not apply to the provision of these services.

If a Customer is nonetheless qualified as a consumer, the Customer acknowledges that the service commences at their explicit request upon activation of the platform and that they waive the right of withdrawal upon commencement of the service to the extent permitted by law.

Article 8: Liability

Sento shall not be liable for indirect loss, consequential loss, loss of profit, missed savings, loss due to business interruption or other forms of consequential damage arising from or in connection with the formation or performance of the Agreement. The Customer must independently assess all delivered services and results for accuracy before basing decisions on them.

Liability cap. To the extent that any liability of Sento cannot be fully excluded under applicable mandatory law, Sento's total cumulative liability towards the Customer shall in any event be limited to the total amount paid by the Customer to Sento in the twelve (12) calendar months preceding the event giving rise to the liability. For Customers using the free plan, this cap equals €0.

Article 9: Intellectual property rights

All intellectual property rights relating to the Sentomus platform, the questionnaire, the scientific framework (Impact Compass Model), the reports, the communication materials and all other materials developed or made available by Sento vest exclusively with Sento or its licensors. The Customer obtains only the non-exclusive, non-transferable right of use necessary to use the service in accordance with the Agreement.

Licence for communication materials. The personalised communication materials made available by Sento (digital and physical invitation materials, QR codes, banners, etc.) may only be used by the Customer to invite their own visitors to participate in the Sentomus survey. It is not permitted to modify the materials, pass them on to third parties, reuse them for other purposes or reproduce them outside the context of the Sentomus study. This licence terminates automatically upon termination of the Agreement.

Article 10: Ownership of data

The research data collected by the Customer via the Sentomus platform are the property of the Customer. Sento processes these data solely in the context of the service and in accordance with the GDPR. Sento retains the right to use anonymised and aggregated data for scientific benchmarking purposes, provided that the identity of the museum or respondents cannot be derived.

Article 11: Personal data

11.1 Personal data of the Customer

In the context of the Agreement, Sento processes personal data of the Customer's contact persons (name, e-mail address, job title). These data are used exclusively for the performance of the agreement and are not passed on to third parties unless legally required. The Customer has the right to access, correct and delete their personal data via contact@sentogroup.eu.

11.2 Personal data of respondents

The Sentomus survey is completely anonymous. At no point are personal data of respondents collected that could be traced back to the identity of the respondent. The Customer is not permitted to collect personal data from respondents through their own questions. More information on the processing of respondent data is available in the Sentomus Privacy Policy.

11.3 Prize draw

No personal data are collected for the prize draw either. The survey system randomly selects winners from the respondents. Respondents who have won will see a separate message after completing the survey, with a unique code and a request to contact the research team by e-mail. Contact details are deleted immediately after processing.

Article 12: Force majeure

Sento shall not be liable for failure to perform its obligations in the event of force majeure, including but not limited to: natural disasters, pandemics, third-party outages (hosting, internet), statutory obligations or government measures. In the event of force majeure, Sento shall have the right to suspend or terminate the performance of the agreement without any obligation to pay compensation.

Article 13: Data retention

Sento retains the personal data of the Customer (contact details) for the duration of the Agreement and thereafter for the legally required retention period of seven (7) years in accordance with Belgian accounting legislation. The Customer may at any time request access to, correction or deletion of their personal data, unless a legal retention obligation prevents this. Sento will process such requests within one (1) month in accordance with Article 12 GDPR.

Article 14: Prize draw

There are no limits on the number of respondents for the purpose of linking a prize draw to the Sentomus survey. The draw is completely anonymous: the system randomly assigns a winning code to a respondent upon completion of the survey. The winner contacts the museum themselves using the unique code; personal data are only voluntarily provided by the winner and are deleted immediately after processing.

Article 15: Transfer and discontinuation of the service

Transfer of the service. Sento reserves the right to transfer the Sentomus service, the associated contracts and/or the platform to a third party, for example in the context of an acquisition, merger or reorganisation. The Customer will be informed of this in a timely manner. The transferred service remains subject to the same terms and conditions.

Discontinuation of the service. If Sento decides to fully discontinue the Sentomus service, it will notify the Customer in writing at least three (3) months in advance. Amounts already paid for the period after the effective discontinuation date will be refunded on a pro rata basis. The Customer may request a copy of their own data up to 30 calendar days after discontinuation in accordance with Article 3.

Article 16: Governing law and jurisdiction

This Agreement is governed by Belgian law. Unless otherwise required by mandatory law, all disputes shall be submitted to the competent Belgian court for the judicial district in which Sento is established.

Annex A – Overview of plans

FTE pricing table (annual fee, excl. VAT)

Facilitated by Sento Group BV — Jachthoornlaan 22, 2970 Schilde, Belgium — BE0783936281
Contact: contact@sentogroup.eu
Participation in Sentomus is subject to these General Terms and Conditions.