TERMS AND CONDITIONS
These Terms & Conditions (“Agreement”) govern the use of Remutate™ Apps, provided by Remutate Inc. (the “Service Provider”). By purchasing or using Remutate™ Apps, the Client agrees to the following terms:
1. Licensing & Access
- Remutate™ Apps is licensed on a per-user, per-month basis.
- An active user is defined as any individual with login access to the system. Inactive or forgotten accounts still count as active as long as they can log in.
- Sharing of user accounts between individuals is prohibited.
- Licenses cover access to Odoo Community Apps, optional Odoo Enterprise Apps (if selected), and exclusive Remutate™ Apps available only through the Service Provider.
2. Hosting & Support
- All plans include hosting, monitoring, and essential support.
- Essential Support covers uptime monitoring, security updates, and ticket-based support with a 48-hour response time (acknowledgment, not guaranteed resolution).
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Optional support tiers may be purchased:
- Premium Support – Non-technical support only (e.g., usage questions, best practices, account assistance) with a 24-hour response time, provided subject to the Service Provider’s reasonable discretion.
- Developer Support – Technical development assistance and system changes, capped at 10 hours per month per client. Unused hours expire monthly and do not roll over. Additional hours may be contracted separately.
- Configuration assistance, training, or custom development outside Developer Support hours is not included unless agreed upon in a separate contract.
3. Payment Terms
- Fees are charged per user, per month, unless annual billing is selected.
- Payment is due upfront and must be settled before services are activated.
- Clients may add users at any time; charges for new users will be prorated for the current billing cycle.
- Currency is CAD by default. For international clients, conversion rates apply at the time of billing.
- Late payments are subject to a 5% monthly interest charge and may result in suspension of service until resolved.
4. Upgrades, Downgrades & Changes
- Upgrades (additional users, higher support tiers, Enterprise Apps) can be requested at any time and will be billed immediately.
- Downgrades (removal of users or support tiers) take effect from the next billing cycle. No mid-cycle credits apply.
- The Service Provider reserves the right to update pricing, features, or service terms with 30 days’ prior notice (applies to both monthly and annual contracts).
5. Refunds & Early Termination
- New clients are eligible for a 30-day 100% money-back guarantee.
- After 30 days, monthly subscriptions may be terminated with effect from the next billing cycle.
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For annual plans:
- If terminated within 30 days → full refund.
- If terminated after 30 days → 50% refund of the unused portion applies only during the first contract year. Renewals are strictly non-refundable.
- Fees already paid for monthly plans are non-refundable after the billing period begins.
6. Data Ownership, Backup & Privacy
- Clients retain full ownership of all business data hosted within Remutate™ Apps.
- The Service Provider will not disclose or sell client data to third parties, except as required by law.
- The Service Provider performs weekly backups for disaster recovery purposes only.
- Disclaimer: Backups are not guaranteed to capture every change and are not a substitute for the client’s own backup policies. The Service Provider is not responsible for data loss caused by client-side deletion, misconfiguration, or third-party integrations.
- Data will remain available for export for up to 30 days after service termination.
7. Service Availability
- The Service Provider will make commercially reasonable efforts to ensure 99.5% uptime.
- Planned maintenance will be communicated in advance whenever possible.
- The Service Provider is not liable for downtime caused by third-party providers, force majeure events, or client-side misconfigurations.
8. Termination by Service Provider
The Service Provider may suspend or terminate access immediately if the Client:
- Fails to pay fees on time
- Misuses the system or violates licensing terms
- Engages in unlawful or fraudulent activities using Remutate™ Apps
- Abuses support channels (e.g., excessive or inappropriate requests outside agreed scope)
- Compromises system security or attempts to interfere with hosting infrastructure
- Causes reputational harm to the Service Provider through misuse of the platform
9. Limitation of Liability
- The Service Provider is not liable for indirect, incidental, or consequential damages, including but not limited to loss of profits, business interruption, or data loss.
- Total liability for direct damages shall not exceed the total amount paid by the client in the three (3) months preceding the claim, per incident.
10. Governing Law
- This Agreement shall be governed by and construed in accordance with the laws of Ontario, Canada, except where local law requires otherwise.
- Any disputes shall first attempt resolution through negotiation; failing that, the parties may agree to arbitration in Ontario.