Terms for the Basic TrustMark.

1. About these terms

These terms are between basic, a private family trust (“basic”, “we”), and any company that applies for or holds the Basic TrustMark (“the company”, “you”). They also cover anyone using basic.lu.

By submitting an application you confirm that you are authorised to act for the company and that the company accepts these terms and makes the Basic Promise.

2. The Basic Promise

Every applicant and every TrustMark holder makes the Basic Promise. It forms part of these terms. Breaking it is a breach of these terms.

1. Keep honest books. We keep accurate, up-to-date accounts, reconcile them regularly, and pay what we owe on time.
2. Pay people properly. We pay everyone who works for us correctly and on time, with the contracts, taxes and contributions the law requires, and treat them fairly.
3. Stay on the right side of the law. We keep our registrations, licences, filings and insurance current, and meet our tax and legal obligations.
4. Protect what we're trusted with. We keep customer and staff data and our systems secure, and control who can access money and records.
5. Decide on real numbers. We plan with real figures, look ahead, and get advice when decisions are bigger than our own expertise.
6. Tell basic the truth. Everything we give basic is complete and accurate. We tell basic within 30 days of any material change, such as new owners, insolvency, legal or regulatory action, or losing a licence.
7. Use the TrustMark honestly. We show the TrustMark only for the company that was assessed, only while it is valid, and only using the live seal. We remove it if it turns red or is revoked.
8. Deal fairly with complaints. We respond to customers' concerns promptly and fairly, and cooperate fully when basic investigates a complaint.

3. Applying and assessment

You must give complete and accurate information and documents. We may ask for more, and may check what you give us with public registers, referees and other sources.

We assess the company against the Basic Standard as published when the assessment takes place. Whether to award the TrustMark is basic's decision, made on the evidence. Applying does not guarantee it will be awarded.

4. Fees

The fees are a one-time recognition fee and an annual surveillance fee, in the currency and amount shown on the pricing page when you apply. The amount quoted at application is the amount you pay.

The recognition fee pays for the assessment, so it is due whether or not the TrustMark is awarded. The annual surveillance fee is due each year to keep the TrustMark. Fees already paid are not refunded if the company withdraws or the TrustMark is suspended, expires or is revoked.

5. Using the TrustMark and seal

While the TrustMark is valid, the company may display the Basic TrustMark and describe itself as a Basic TrustMark holder. This permission is non-exclusive, cannot be transferred, and covers only the legal entity that was assessed: not parent, sister or branch companies.

The seal must be shown using the live embed code from your account, which links to your public record. You may not copy, alter, redraw or resize it out of proportion, or use it in a way that suggests basic endorses particular products, services or prices.

The permission ends automatically if the TrustMark expires, is suspended or is revoked. You must then stop describing yourself as a TrustMark holder and remove any copies of the seal within 14 days.

6. Validity and annual surveillance

The TrustMark is valid for 12 months from the date it is awarded. Annual surveillance renews it for a further 12 months. If annual surveillance is not completed by the expiry date, the TrustMark expires and the seal shows it.

7. Keeping basic informed

You must tell basic within 30 days of any material change, including a change of ownership or control, insolvency or restructuring, legal or regulatory action, tax or social-security arrears, or the loss of a licence or registration needed to trade.

8. Non-compliance, suspension and revocation

If basic finds that the company no longer meets a pillar of the Standard, or has broken the Basic Promise or these terms, basic may mark it non-compliant, which suspends the TrustMark and turns the seal red, or revoke the TrustMark. Where it is reasonable to do so, basic will first tell you what it has found and give you a chance to respond or put things right.

Serious breaches, such as giving false information or misusing the seal, can lead to immediate revocation.

9. The public register

basic publishes a register of TrustMark holders. For each company it may show the company name, certificate number, status, dates, location, sector, website and any public note. Status is shown as it changes, including when a TrustMark is suspended, expires or is revoked.

10. Complaints and appeals

Anyone can raise a complaint about a TrustMark holder. basic may share a complaint with the company and ask for its response, and the company must cooperate with basic's investigation.

The company can appeal a decision not to award the TrustMark, or to suspend or revoke it, within 30 days, as described on decisions and appeals. The outcome of an appeal is final.

11. What the TrustMark is not

The TrustMark confirms that, when basic last checked, the company met the Basic Standard on the evidence provided. It is not a rating of products, services or prices, a credit or financial assessment, an audit, or a guarantee of future performance.

basic relies on the information companies provide. To the extent the law allows, basic is not liable for decisions anyone makes in reliance on the TrustMark, and basic's total liability to a company under these terms is limited to the fees that company paid in the 12 months before the claim. Nothing in these terms limits liability that cannot be limited by law.

12. Ending

A company can withdraw from the TrustMark at any time by writing to basic. basic can end these terms if the company breaks them. When they end, the permission to use the seal ends and the public register shows the TrustMark as no longer held.

13. Personal data

basic handles personal data as described in the privacy notice.

14. Changes to these terms

basic may update these terms. We will tell TrustMark holders by email at least 30 days before material changes take effect. The version on this page applies from its date.

15. Law and disputes

These terms are governed by the laws of the country in which basic is established, whose courts have jurisdiction over any dispute, without affecting the appeal process described above.

16. Contact

Questions about these terms: contact us or write to mail@basic.lu.