Last updated: 26/07/2026
These Terms and Conditions (“Terms”) set out the basis on which WORLD PERFORMANCE GROUP S.R.L. (“WPG”, “we”, “us”, “our”) provides services and products to its clients. WPG is a company registered in Romania under Trade Registry number J40/4055/2018 and Unique Registration Code RO39076241, with its registered office in Bucharest. WPG is a founder-led customer service advisory working with small and medium-sized enterprises (“SMEs”) and clients around the world.
By purchasing a Digital Product, engaging our Support Solutions service, purchasing our Chat Tool, or using our website, you agree to these Terms.
WPG offers three commercial lines to which these Terms apply:
Additional or specific terms apply to particular engagements or purchases through a Master Services Agreement (“MSA”), Statement of Work (“SOW”), Chat Tool Service Agreement, Data Processing Agreement (“DPA”), or product-specific licence. Where any of these conflicts with these Terms, the more specific document takes precedence for that engagement or purchase.
You may use our website for lawful purposes only. Content on the website is provided for general information and does not constitute legal, financial or professional advice specific to your situation. You agree not to interfere with the operation of the website, attempt unauthorised access, scrape or automate access outside normal search-engine crawling, upload harmful code, impersonate any person, or send spam. We may suspend or restrict access in response to a breach or attempted breach.
Our website may contain links to third-party websites. We provide these links for convenience and do not control the content, availability or reliability of any linked website. Your use of a linked website is at your own risk and subject to that site’s terms.
Free Digital Products are delivered by WPG directly. After you submit the associated form, you receive an email with a link to download the Digital Product. No purchase contract is created. If the link fails or expires, contact us and we will reissue it.
Paid Digital Products are sold through Lemon Squeezy, which acts as the Merchant of Record. The purchase contract is concluded between you and Lemon Squeezy. Lemon Squeezy handles payment, invoicing, VAT collection and remittance, and chargebacks under its own buyer terms.
Independently of the purchase transaction with Lemon Squeezy, WPG licenses the paid Digital Product to you under section 4.5 below. Payment, invoicing, VAT and chargeback queries should be raised with Lemon Squeezy. Content, use, and delivery queries about the product itself should be raised with WPG.
Lemon Squeezy’s buyer terms govern the purchase and payment; these Terms govern the licence and use of the Digital Product.
WPG grants you a non-exclusive, non-transferable, non-sublicensable licence to use each Digital Product — whether free or paid — for your own internal business purposes within the acquiring organisation. You may not resell, redistribute, sublicense, share externally, or make the Digital Product available to any third party. You may not remove proprietary notices, use any Digital Product to train a machine-learning model, build a competing product, or create derivative works for public distribution. You may adapt Digital Products for your internal use (for example, filling in a template with your own data) provided the adapted version remains within your organisation.
Digital Products are delivered electronically. Delivery is deemed complete once the Digital Product is made available to you through the confirmation email or order page, whether or not you have downloaded the files.
If you are an EU consumer, you have a 14-day right of withdrawal for online purchases under Directive 2011/83/EU. For digital content delivered online, that right does not apply once delivery has begun, provided you have given prior express consent and acknowledged the waiver — collected at the Lemon Squeezy checkout. On completing the purchase, you lose the 14-day withdrawal right as soon as the paid Digital Product is made available to you.
Independently of the statutory position, Lemon Squeezy may issue refunds at its discretion under its own policies. WPG may also, at its discretion, agree to a refund where a paid Digital Product has not been delivered, is materially defective, or is materially different from its description. Contact us with your order reference. Your mandatory rights under consumer law in your country of residence are unaffected.
Support Solutions engagements are governed by a Master Services Agreement (“MSA”) between WPG and the Client, together with one or more Statements of Work (“SOW”) setting out the scope, commercial terms, duration, service standards, staffing model, reporting and client-specific responsibilities. These Terms apply where the MSA and SOW do not address a point. Where a conflict arises, the order of precedence is: (i) the applicable SOW; (ii) the MSA; (iii) any DPA; (iv) these Terms.
WPG delivers Support Solutions as a founder-led customer service advisory. Engagements are shaped around each Client’s operation and are not sold as a standardised call-centre package. Team size scales to the Client’s needs, starting from fractional coverage upwards.
We perform Support Solutions with reasonable skill and care and in line with recognised professional standards. Specific service levels — such as response-time or availability targets — apply only where expressly agreed in writing in an SOW or MSA.
Support Solutions are typically delivered using Third-Party Tools — the Client’s own helpdesk, chat platform, CRM, telephony or analytics tools, or comparable tools WPG selects with the Client’s authorisation. WPG does not control and is not responsible for the availability, performance, features, pricing or continued existence of Third-Party Tools; where a tool becomes unavailable or unsuitable, WPG will use reasonable efforts to work around the issue and agree an alternative approach with the Client. Detailed responsibilities for subscriptions, access, and vendor compliance are set out in the applicable MSA or SOW.
The Client agrees to provide timely and accurate information about its products, services and customers; grant WPG the access and permissions needed to use the applicable Third-Party Tools; designate a decision-making point of contact; maintain any licences and consents required for WPG to perform the services lawfully; and comply with its own obligations under applicable law.
Fees and payment terms are set out in the SOW. Unless the SOW states otherwise, invoices are due within 14 days of the invoice date. Late payments may attract interest at the rate permitted by applicable law and may lead to suspension of services on reasonable prior notice.
WPG offers a customer service chat tool (the “Chat Tool”) sold through our website. Because the Chat Tool involves ongoing service delivery, the processing of personal data on the Client’s behalf, and configuration specific to each Client’s operation, it is provided under a separate written service agreement between WPG and the Client (the “Chat Tool Service Agreement”).
Payment for the Chat Tool is processed by Lemon Squeezy as Merchant of Record, on the same basis as section 4.2.
Payment initiates the engagement but does not by itself cause the Chat Tool service to begin. The service begins on the effective date set out in the signed Chat Tool Service Agreement. WPG will contact the Client after payment to conclude that agreement.
If the parties are unable to conclude the Chat Tool Service Agreement within thirty (30) days of payment — or such other period as they may agree in writing — the Client may request a full refund, which WPG will arrange through Lemon Squeezy.
The Chat Tool Service Agreement sets out the engagement model (Client-operated or WPG-operated), scope of setup and ongoing service, data protection roles, licence terms for the underlying technology, fees and duration, and termination. Where it conflicts with these Terms, the Chat Tool Service Agreement takes precedence.
The Chat Tool is designed to meet applicable transparency requirements for AI systems interacting with people, including under the EU Artificial Intelligence Act. The Chat Tool Service Agreement sets out the specific obligations that apply to WPG and to the Client in each engagement model.
WPG acts as a data controller in respect of personal data collected for its own business purposes — for example, contact details submitted through our enquiry forms. Our processing of this data is described in our Privacy Policy.
Where WPG processes personal data on behalf of a Client during a Support Solutions engagement or a WPG-operated Chat Tool engagement, WPG acts as a data processor and the Client acts as the data controller. Such processing is governed by a DPA entered into between the parties in line with Article 28 of the General Data Protection Regulation (GDPR). Engaging Support Solutions or the WPG-operated Chat Tool without a signed DPA already in place constitutes the Client’s instruction to WPG to enter into a DPA on WPG’s standard terms.
WPG’s obligations as a processor — including processing only on documented instructions, personnel confidentiality, technical and organisational security measures, breach notification, assistance with data subject rights, audit rights, and return or deletion of data on termination — are set out in the DPA in accordance with Article 28 GDPR.
The Third-Party Tools used to deliver Support Solutions and the Chat Tool may act as sub-processors of the Client’s personal data. By engaging the applicable service, the Client provides general written authorisation for WPG to engage sub-processors, subject to the conditions set out in the DPA. WPG will inform the Client of any intended addition or replacement of sub-processors that materially affects the processing, giving the Client a reasonable opportunity to object.
For paid Digital Product purchases, personal data collected at checkout is processed by Lemon Squeezy as Merchant of Record under its own privacy notice, and by WPG for order fulfilment, licence administration, product support and — where the buyer has agreed — marketing communications. For free Digital Products, personal data is collected and processed by WPG only.
WPG has appointed Battlegroup Romania (Data Privacy & Security) as its Data Protection Officer. Data protection enquiries may be directed to dpo@worldpg.net.
All intellectual property rights in our website content, Digital Products, methodologies, frameworks, templates, tools, dashboards, playbooks, training materials and know-how are and remain the exclusive property of WPG or its licensors. Rights in the Chat Tool and its underlying technology are addressed in the Chat Tool Service Agreement.
Where WPG produces materials specifically for a Client during a Support Solutions engagement, WPG grants the Client a non-exclusive, non-transferable, perpetual licence to use those materials for its own internal business purposes, subject to payment of the applicable fees. WPG retains ownership of the underlying methodology, frameworks and reusable components, and remains free to reuse them on other engagements. The specific position for an engagement may be varied in the applicable MSA or SOW.
The Client retains all intellectual property rights in materials it provides to WPG. The Client grants WPG a limited licence to use such materials solely to deliver the agreed services.
Feedback the Client provides about WPG’s methodology, products or services may be used by WPG without restriction or obligation.
WPG warrants that Support Solutions and the Chat Tool will be provided with reasonable skill and care. Beyond that, and to the maximum extent permitted by applicable law, WPG makes no other warranties, express or implied, in relation to its services, Digital Products, Third-Party Tools or website content, and does not warrant that any product or service will meet a specific commercial objective, produce a specific outcome, or be error-free. Nothing in these Terms excludes any warranty that cannot be excluded under applicable law, including mandatory consumer rights.
To the maximum extent permitted by applicable law, WPG will not be liable for any indirect, incidental, special or consequential loss, including loss of profits, revenue, business, goodwill, anticipated savings, or data. WPG’s total aggregate liability arising out of or in connection with a Support Solutions or Chat Tool engagement is limited to the fees paid by the Client to WPG for that engagement in the twelve (12) months immediately preceding the event giving rise to the claim. For Digital Products, liability is limited to the amount paid for the product, and is nil for free Digital Products. WPG is not liable for loss caused by a Third-Party Tool, its vendor, or by the Client’s own acts or omissions.
Nothing in these Terms excludes liability that cannot be excluded under applicable law — for example, liability for fraud, wilful misconduct, gross negligence, or death or personal injury caused by negligence.
If a third party brings a claim against WPG because of something the Client did or failed to do — for example, providing inaccurate or unlawful materials, breaching applicable law, or breaching the terms of a Third-Party Tool — the Client will cover WPG’s reasonable costs of dealing with that claim, including legal fees. WPG will keep the Client informed and cooperate in the defence of any such claim.
The licence for a Digital Product continues indefinitely, subject to the Client’s compliance with these Terms. WPG may terminate the licence immediately on material breach — for example, redistributing the Digital Product. On termination, the Client must cease using the Digital Product and delete any copies.
Engagements may be terminated under the notice provisions in the applicable MSA, SOW or Chat Tool Service Agreement. In addition, either party may terminate immediately on written notice if the other materially breaches these Terms or the applicable agreement and does not remedy the breach within thirty (30) days of written notice, or becomes insolvent.
The Client pays all fees due for services performed up to the termination date. Provisions intended to survive termination — including those on intellectual property, data protection, liability and governing law — continue in force.
WPG may update these Terms to reflect changes in our services, applicable law, or industry practice. Revised Terms take effect from the date of publication on our website. For active Support Solutions and Chat Tool engagements, material changes apply from the date notified to the Client; where a change materially disadvantages the Client, the Client may terminate on reasonable notice.
These Terms are governed by the laws of Romania. Subject to mandatory consumer protection rights in your country of residence, the courts of Bucharest, Romania have exclusive jurisdiction over any dispute arising out of or in connection with these Terms. The parties will attempt to resolve any dispute through good-faith discussion before commencing proceedings.
These Terms, together with any applicable MSA, SOW, Chat Tool Service Agreement, DPA, product-specific licence, and our Privacy Policy, form the entire agreement between the parties on their subject matter, and supersede any prior discussions or representations.
If any provision of these Terms is held invalid or unenforceable, it will be modified to the minimum extent necessary to make it valid, or deleted; the remaining provisions continue in force.
Delay or failure by either party to enforce any right under these Terms does not constitute a waiver of that right.
WPG may assign these Terms to an affiliate or in connection with a corporate reorganisation or sale of its business, on written notice. The Client may not assign without WPG’s prior written consent, which will not be unreasonably withheld.
These Terms are written in English. Any translation is provided for convenience only; the English version prevails in case of conflict.
Formal notices must be in writing and may be delivered by email to info@worldpg.net or by post to WPG’s registered office at Strada Delea Veche, nr. 24, Corp A, Modul 2, Etaj 4, sector 2, Bucharest, Romania. Notices to the Client should be sent to the address most recently notified to WPG. Notices are deemed received on the next business day after email delivery, or three business days after posting (seven business days for international post).
Neither party is liable for any failure or delay caused by circumstances beyond its reasonable control, including acts of government, natural events, pandemics, war, infrastructure failures, or the unavailability of Third-Party Tools that could not reasonably have been anticipated or avoided.
For any enquiry about these Terms, a Digital Product, a Support Solutions engagement, or the Chat Tool, please contact us at:
WORLD PERFORMANCE GROUP S.R.L.
Strada Delea Veche, nr. 24, Corp A, Modul 2, Etaj 4
sector 2, Bucharest, Romania
Email: info@worldpg.net