Terms of sale

These terms of sale govern the purchase of the OneWork software licence (the “Software”), add-on modules, the optional subscription, and related infrastructure, maintenance, training and support services marketed via onework.tech and authorised channels (together, “OneWork” or the “Provider”).

Requesting a demo, accepting a quote, paying an invoice or using the Software constitutes full acceptance of these terms and, where applicable, the special terms of the quote or contract. In case of conflict, written special terms accepted by both parties prevail over these general terms.

OneWork is offered to businesses and professionals (B2B). If the customer acts as a consumer, mandatory non-excludable rules also apply.

OneWork is licensed under a one-time payment in euros (EUR). Unless otherwise agreed in writing, the price of the base licence and selected modules is the accepted quote or, failing that, the configurator price on the date of the binding offer.

The licence grants a non-exclusive, non-sublicensable, non-transferable right of use (except for a business transfer or merger authorised in writing), limited to the customer’s organisation and the number of group companies covered under clause 4.

The customer shall not: resell or rent the Software; copy it beyond reasonable backups; circumvent technical measures; reverse-engineer it except as mandatory law allows; or use it to provide a competing service of OneWork to third parties outside the customer’s group.

The Software may be deployed self-hosted on the customer’s infrastructure, or on infrastructure managed by the Provider when a subscription or equivalent hosting service is purchased.

Configurator prices and descriptions are indicative and may change at any time. The binding price and scope are those in the quote or contract accepted by both parties.

Modules marked as included ship with the base licence. Add-on modules are billed as an additional one-time payment at purchase or later expansions at the then-current rate.

Activation of modules not purchased, experimental features, or use beyond quote limits may require a licence expansion and additional billing.

The licence and, where applicable, the subscription fee cover use of OneWork for up to three (3) companies or legal entities in the same corporate group (common ownership or control reasonably evidenced).

From the fourth (4th) company onwards, and for each additional company, a recurring infrastructure maintenance fee of two hundred euros (200 €) per company per month applies, unless otherwise agreed in writing.

This fee covers operation, isolation, backups and maintenance of multi-company infrastructure. It does not replace module licences or the subscription in clause 5.

The customer must declare the actual number of companies on the instance. The Provider may bill additional companies from activation and suspend access for undeclared or unpaid entities.

In addition to the one-time licence fee, the customer may purchase an optional monthly subscription. While paid and active, it may include (as published or quoted at purchase): a licence discount, managed hosting or servers, corrective maintenance of defects in the standard Software, version updates, and support under the SLA in clause 9.

The subscription is billed monthly in advance, renewable and cancellable under the contract or special terms. Cancellation does not entitle the customer to a refund of periods already started unless required by law or expressly agreed.

Without an active, paid-up subscription, the customer keeps the right to use the already-paid licence under clause 2, but has no right to SLA support, proactive maintenance, updates or managed hosting, unless purchased separately.

Prices are stated in euros (EUR) and exclude VAT and other taxes, which will be added on the invoice under applicable law and the customer’s tax domicile.

Unless the quote sets a different milestone schedule, the licence and modules are paid in full in advance. Subscription fees and multi-company maintenance (clause 4) are billed monthly in advance.

Condition precedent to delivery and integration: the Provider will not start integration, deployment, production configuration, data migration or go-live until it has received full payment of amounts due for the contracted licence and modules (or the quote milestone defined as due before integration). Delivery timelines run from the date of cleared payment and receipt of the access and materials the customer must provide.

Non-payment of any overdue invoice authorises the Provider, after reasonable notice, to suspend managed services, support and, where applicable, access to Provider-hosted instances, without compensation and without suspending the payment obligation.

The Provider may update public list prices for new orders and renewals; signed contracts follow their special terms while in force.

“Integration” means, within the quote scope: deploying or delivering the instance, agreed initial configuration, connecting to the customer’s environments and making the Software available for production use.

Timelines are estimates unless stated as firm in writing. The customer must timely provide access, credentials, sample data, decision-makers and technical requirements of their environment. Delays caused by the customer shift the Provider’s deadlines by the same amount.

Acceptance occurs when the customer confirms in writing, when the system is used in production, or ten (10) business days after notice of availability without a written, reasoned rejection for blocking defects within the contracted scope.

Purchase of the base licence includes one (1) training session for the customer’s team of up to two (2) hours, remote unless otherwise agreed, on mutually agreed dates within ninety (90) days after system availability. Failure to use the session within that period does not create a right to refund or automatic extension.

Any additional training (extra sessions, workshops, training for new users, custom recordings, materials beyond standard documentation, or on-site training with travel) is quoted and billed separately at then-current rates or under a dedicated quote.

Training does not include custom development, data migration, or fixing third-party issues (clause 10).

Time-bound support is provided exclusively to customers with an optional subscription that is active and paid up. Without a subscription, the Provider has no obligation to answer questions, functional requests or incidents within a set time; any ad-hoc help is best-effort and may be billed per hour or per ticket.

Channel and hours (active subscription). Primary channel: the support email stated in the contract or onboarding docs. Coverage hours: business days in mainland Spain, 09:00–18:00 (CET/CEST), excluding Spanish national holidays. Outside those hours, response clocks resume on the next business day.

Ticket classification (reasonable good-faith judgment of the Provider):

• P1 — Critical: production system unusable due to a defect in the standard Software (full outage or major loss of an essential function for most users).
• P2 — High: essential function degraded with severe impact, or a defect blocking a core business process with no reasonable workaround.
• P3 — Normal: non-blocking defect, how-to question, or configuration request within the standard product scope.
• P4 — Low: general enquiry, enhancement request, or matter not affecting immediate operations.

First-response times by email (active subscription), within coverage hours and counted from receipt of a complete ticket (description, environment, reproduction steps and, where useful, screenshots or logs):

• P1: first response in under four (4) business hours.
• P2: first response in under eight (8) business hours.
• P3: first response in under twenty-four (24) business hours.
• P4: first response in under forty-eight (48) business hours.

“First response” means an acknowledgement with ownership, a request for information, or an initial diagnosis; it does not mean final resolution in the same window. The Provider will use reasonable efforts to resolve or provide a workaround by priority, without guaranteeing a maximum resolution time unless a written resolution SLA is agreed.

Outside the SLA (may still be handled as paid work): issues caused by the customer or third parties; unauthorised modifications; external integrations; environments below minimum requirements; force majeure; or new feature requests (roadmap).

SLA breach: the exclusive remedy, except for wilful misconduct or gross negligence, is a service credit equal to one (1) day of the monthly subscription fee for each material P1 or P2 first-response breach duly notified within five (5) business days, capped at twenty percent (20%) of the monthly fee for the affected period. No additional damages for SLA breach.

The Provider does not cover, warrant or accept liability for modifications, customisations, plugins, scripts, themes, integrations or code introduced by the customer or by third parties (external developers, consultants, other vendors or the customer’s own staff).

Nor does it cover defects, incompatibilities or outages caused by third-party software, external APIs, payment gateways, third-party ERPs, upstream vendor version changes, or the customer’s infrastructure in self-hosted deployments (unless the Provider manages that infrastructure under subscription and the incident is attributable to the Provider).

If the customer asks the Provider to investigate, fix, adapt or support anything arising from a third party or from a modification not made by the Provider, that work is out of scope: it is quoted or billed hourly / per engagement at then-current rates, and is not subject to the clause 9 SLA unless agreed in writing.

Any custom development, specific integration, complex data migration or process consulting is governed by a separate engagement or quote and is not part of the standard licence or subscription unless expressly included.

The customer is responsible for: (a) accuracy of information provided; (b) user access and permissions; (c) compliance with law applicable to its data and operations (including data protection when it is controller); (d) adequate backups of its data, especially when self-hosted; (e) not introducing malware or using the Software unlawfully; (f) appointing a technical and business contact with authority to decide.

The customer shall indemnify the Provider against third-party claims arising from the customer’s or its users’ content, data or use of the Software, except where the claim is due to a defect in the standard Software attributable to the Provider.

OneWork and its licensors retain all intellectual property rights in the Software, marks, documentation and training materials. The customer acquires only the use rights granted by the licence.

Custom work ordered from the Provider is assigned or licensed only under that work’s quote; failing agreement, the Provider retains IP in reusable generic code and the customer receives a non-exclusive use licence for the result within their OneWork instance.

Customer business data remains the customer’s. In self-hosted mode the customer controls the environment. In managed hosting the Provider acts as processor under the applicable data processing agreement (GDPR).

The Provider will use reasonable efforts so that the standard Software performs in line with the documentation under normal use. To the extent permitted by law the Software is provided “as is”: uninterrupted operation, complete absence of errors, or fitness for a purpose not described in writing in the quote are not warranted.

Warranties are excluded regarding: non-conforming customer environments; third-party modifications (clause 10); misuse; and anything outside the contracted scope.

To the maximum extent permitted by law, the Provider’s total aggregate liability to the customer for all claims arising from the contract is limited to the amounts actually paid by the customer to the Provider in the twelve (12) months before the event (or, if lower, the one-time licence amount for that order). Indirect damages, lost profits, loss of business, data or reputation are excluded, except for wilful misconduct or gross negligence of the Provider. The customer is responsible for its backups.

Material breach of these terms or the special contract (including non-payment), not cured within the period stated after formal notice (or immediately for recurring non-payment or unlawful use), may lead to suspension of managed services and/or termination, without prejudice to amounts due and damages.

After termination, a customer with a paid one-time licence in self-hosted mode may continue using the licensed version under clause 2; support, managed hosting, updates and subscription services cease. The Provider may delete Provider-hosted instances after a fifteen (15) day grace period from termination, unless a legal retention duty or data-export agreement applies.

Each party shall treat as confidential the other party’s technical, commercial and business information obtained under the contract, and shall not disclose it to third parties except as required by law or authority, or to advisers under a duty of confidence. This duty survives three (3) years after termination, or longer if trade-secret law requires.

These terms are governed by Spanish law. Disputes shall be submitted to the courts of the Provider’s domicile, unless mandatory rules (e.g. consumers) provide otherwise.

If any clause is invalid, the rest remains in force. Failure to enforce a right is not a waiver. The customer may not assign the contract without the Provider’s written consent; the Provider may assign it to a group entity or successor of the business.

These terms, together with the quote/contract and any data-processing addendum, form the entire agreement and supersede prior negotiations on the same subject.

For questions about these terms, quotes or billing: use the “Request demo” channel on onework.tech or the commercial email on your quote. Technical support under SLA applies only as set out in clause 9.