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Add-On Terms and Conditions

Support as Service

Last update: April 11, 2024

These terms and conditions ("Terms") are effective as of the date on which they are accepted by Customer (either by checking the acceptance box, signing a quote, or by any other means of acceptance) ("Effective Date"), and are entered into by Customer and Deliverect NV, a company incorporated under the laws of Belgium, with company number 0692.623.253, with a registered office at Foreestelaan 82, 9000 Ghent, Belgium ("Deliverect"). These Terms shall govern Customer’s access to and use of premium technical support services offered by Deliverect or its affiliates ("Premium Services"). If you are accepting these Terms on behalf of a third party, you represent and warrant that: (a) you have full legal authority and capacity to bind such third party under these Terms; (b) you have read and understood these Terms; and (c) you agree, on behalf of such third party, to these Terms. If you do not have the legal authority to bind such a third party, you must refrain from accepting these Terms on their behalf.

  1. Premium Services. The scope of the Premium Services that are hired by Customer will be made available on www.deliverect.com, Deliverect’s frontend, or any other channel chosen by Deliverect. Customer declares that Customer has read and understood the scope of the Premium Services that are being hired under these Terms. Deliverect reserves the right to change the scope of the Premium Services by providing thirty (30) days’ prior written notice to Customer.

  2. Free Trial Period. Premium Services may be offered to Customer under a free trial period ("Trial Period"). The Trial Period begins from the moment the quote for Premium Services is signed or otherwise accepted by Customer. Customer may cancel the Trial Period by contacting Deliverect support at any time before the expiration of the Trial Period ("Deadline"). Failure to cancel the Trial Period before the Deadline will lead to Support Fees (as defined below) that Customer is obliged to pay to Deliverect until the subscription to use Premium Services is canceled by Customer as set forth herein. Customer acknowledges and agrees that Premium Services are applicable at an account level, meaning that Premium Services are provided to, and Support Fees are charged for, all the locations that are associated with Customer’s Deliverect account.

  3. Support Fees. Use of Premium Services (including continued use of Premium Services after expiration of the Deadline) is subject to the fees that are made available by Deliverect on frontend or any other channel chosen by Deliverect for that purpose ("Support Fees"). Support Fees are non-refundable. Support Fees are exclusive of any and all direct and indirect taxes imposed by taxing authorities. For the sake of clarity, this section also applies to withholding taxes, meaning that Support Fees must be paid free and clear of any deductions or withholding taxes that are required by the applicable law. Withholding taxes, including the formalities thereto, are the responsibility of the Customer and are to be paid separately to the relevant taxing authority.

  4. Subscription Model. Premium Services are offered under a subscription model. General information on the subscription model, including how to cancel the subscription to use Premium Services is available in Section 9 of the General Terms. Once per month, at any time before the expiration of the subscription period, Customer may downgrade or upgrade its subscription to either use the free/standard support services or to go back to the Premium Services.

  5. Extension. Deliverect’s general terms of service available at https://www.deliverect.com/en/terms-of-service ("General Terms") are applicable by extension to these Terms in respect of all the aspects that are not specifically regulated by these Terms.

  6. Waiver. To the extent permitted by applicable law, Customer hereby expressly waives any service standards and rights that may be applicable to Premium Services and/or to Customer under any professional service laws or regulations. Customer acknowledges that Section 31 of the General Terms is applicable to Premium Services.