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1. General Terms

By accessing the website and placing an order with CaduCore, you confirm that you agree to and are bound by the terms of service contained in these Terms and Conditions set out below. These terms apply to the entire website and to any communication between you and CaduCore. The Service is available to customers worldwide, subject to the restrictions in Section 7.

2. Definitions and Key Terms

• Company: refers to XCST Software, Rua do Fojo, porta 62D, Hab. 3.2, Vila Nova de Gaia, Portugal.
• VAT/Tax ID (NIF): 515624861
• Country (registered seat): Portugal.
• Service: refers to the service provided by CaduCore through CaduCore.com.
• User/You: A natural or legal person registered with CaduCore, regardless of country of residence.

3. Subscriptions and Payments

• Billing Cycle: By subscribing to a plan, you agree to recurring billing according to the period selected (3, 6, or 12 months), or another period agreed in a proposal (see Special Conditions below).
• Currency and Taxes: Unless otherwise stated, prices are shown in euros (EUR). Prices may exclude applicable taxes (VAT, GST, sales tax, or withholding taxes), which will be added where required by the law of your jurisdiction. You are responsible for any taxes, levies, or charges applicable to your location.
• 14-Day Refund: On your first subscription, you have the right to request a full refund within 14 days of the subscription date, with no need to provide a reason. Onboarding, training, and support sessions already delivered are not refundable (see Section 4).
• Cancellation and Renewal: You may cancel your subscription at any time through your account settings.
• Cancellation requested after the first 14 days of the first subscription does not entitle you to any refund of amounts already paid.
• After cancellation, the subscription will not renew automatically for the following period, and you retain access to the service until the end of the period already billed.
• Price Changes: CaduCore reserves the right to change subscription prices and the hourly rates for onboarding, training, and support at any time and without prior notice. New prices apply to the billing cycle following the change. By not cancelling before renewal, you accept the revised price. Prices agreed in an accepted proposal remain in force until the end of the term stated in it.
• Special Conditions: CaduCore may offer individual clients prices, discounts, subscription periods, or other conditions that differ from those published on the website ("Special Conditions"). Special Conditions apply only when set out in a written proposal accepted by the client, and only to the subscription and term stated in it; for that subscription, they prevail over the published prices and over these Terms where they differ. Unless the proposal states otherwise: (a) Special Conditions do not apply to renewals, which are billed at the prices in force at the time of renewal; (b) they cannot be combined with other offers; (c) free or discounted periods have no cash value and are not refundable; and (d) any refund is calculated on the amounts actually paid. Offering Special Conditions to one client creates no right to them for any other client.

4. Onboarding, Training and Support

• Hourly Rates: Onboarding and training are charged at €50 per hour and support at €30 per hour. These rates exclude VAT and other applicable taxes, which are added as described in Section 3.
• Included Hours: CaduCore Essentials includes no hours; all onboarding, training, and support is charged at the hourly rates. CaduCore Analysis includes 1 onboarding hour per complete block of 5 seats; support is charged at the hourly rate. CaduCore Pro includes 1 onboarding hour plus 1 hour per complete block of 5 seats, and 1 support hour per calendar month per complete block of 5 seats. Custom plans include the hours agreed in the respective proposal. A complete block is the number of seats divided by 5, rounded down (for example, 4 seats = 0 blocks, 9 seats = 1 block, 10 seats = 2 blocks).
• Included Onboarding Hours: Included onboarding hours are granted once per client, with the first subscription; renewals and later subscriptions do not grant new included onboarding hours. They must be used within 15 days of the license activation and are calculated on the seats of the first subscription; seats added within those 15 days count when they complete a new block of 5. A client who upgrades from CaduCore Analysis to CaduCore Pro within those 15 days receives the CaduCore Pro included onboarding hours, less the hours already granted, subject to the same 15-day deadline. Hours not used within the 15 days expire and are not carried over, refunded, or credited.
• Included Support Hours: On CaduCore Pro, included support hours are granted for each calendar month of the subscription, based on the number of seats subscribed in that month; seats added during a month count from the following month. Hours not used within the month expire and are not carried over, refunded, or credited.
• Billable Services: The following are billable, or deducted from the included hours: questions about how to use the Service, training, help with data imports and configuration, reversing actions performed by the client's users, and any other request made at the client's initiative. Defects, errors, outages, or incidents caused by CaduCore or its providers are handled at no charge and never use included hours; if a request initially treated as billable turns out to be caused by CaduCore, it is not charged. Once the included hours are used up, CaduCore will inform the client before starting billable work.
• Time Measurement and Invoicing: Time is counted in 30-minute blocks; each started block counts as a full block, with a minimum of 30 minutes per session or request. Included hours are used first. Additional hours are invoiced monthly, after the end of the month, with a breakdown by date, duration, and type (onboarding/training or support).
• Business Hours: Onboarding, training, and support, including urgent support and priority requests, are provided on Portuguese business days, from 9:00 to 18:00 (Lisbon time).
• Delivery: Sessions are held remotely (by video call or screen sharing). On-site sessions may be arranged on request and may involve additional costs, such as travel and accommodation, which CaduCore will communicate in advance.
• Rescheduling and Absences: Sessions may be rescheduled at no cost with at least 24 hours' notice. Later cancellations and absences count as delivered sessions: they use included hours or, where none remain, the time booked is charged.
• Urgent Support and Priority Requests: On CaduCore Pro, urgent support and priority requests are handled ahead of non-priority requests, within the business hours above. No response or resolution time is guaranteed, and this does not constitute a service-level agreement (SLA).
• Refunds: Onboarding, training, and support sessions already delivered, using included or paid hours, are not refundable, including within the 14-day refund period in Section 3. Where a refund is due, the value of the sessions already delivered using included hours, calculated at the rates above, is deducted from it.

5. DISCLAIMER

• CADUCORE IS NOT RESPONSIBLE FOR ANY CONTENT, CODE, OR ANY OTHER INACCURACY. CADUCORE PROVIDES NO WARRANTIES OF ANY KIND.
• IN NO EVENT SHALL CADUCORE BE LIABLE FOR ANY SPECIAL, DIRECT, INDIRECT, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, OR ANY DAMAGES WHATSOEVER, WHETHER IN AN ACTION OF CONTRACT, NEGLIGENCE, OR OTHER TORT, ARISING OUT OF OR IN CONNECTION WITH THE USE OF THE SERVICE OR ITS CONTENTS. THE COMPANY RESERVES THE RIGHT TO MAKE ADDITIONS, DELETIONS, OR MODIFICATIONS TO THE CONTENTS OF THE SERVICE AT ANY TIME WITHOUT PRIOR NOTICE.
• THE CADUCORE SERVICE AND ITS CONTENTS ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT ANY WARRANTY OR REPRESENTATION OF ANY KIND, WHETHER EXPRESS OR IMPLIED.
• CADUCORE ACTS AS A DISTRIBUTOR AND NOT AS A PUBLISHER OF CONTENT PROVIDED BY THIRD PARTIES; AS SUCH, CADUCORE EXERCISES NO EDITORIAL CONTROL OVER SUCH CONTENT AND MAKES NO WARRANTY OR REPRESENTATION AS TO THE ACCURACY, RELIABILITY, OR CURRENCY OF ANY INFORMATION, CONTENT, OR SERVICE PROVIDED THROUGH OR ACCESSIBLE VIA THE CADUCORE SERVICE.
• WITHOUT LIMITING THE FOREGOING, CADUCORE SPECIFICALLY DISCLAIMS ALL WARRANTIES AND REPRESENTATIONS IN ANY CONTENT TRANSMITTED ON OR IN CONNECTION WITH THE CADUCORE SERVICE OR ON SITES THAT MAY APPEAR AS LINKS ON THE CADUCORE SERVICE, INCLUDING, WITHOUT LIMITATION, ANY WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT OF THIRD-PARTY RIGHTS. NO ORAL ADVICE OR WRITTEN INFORMATION GIVEN BY CADUCORE OR ANY OF ITS AFFILIATES, EMPLOYEES, OFFICERS, AGENTS, OR THE LIKE WILL CREATE A WARRANTY. PRICING AND AVAILABILITY INFORMATION IS SUBJECT TO CHANGE WITHOUT NOTICE. CADUCORE DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, FREE OF CORRUPTION, TIMELY, OR ERROR-FREE.

6. Consumer Rights

• EU Consumers: As a consumer resident in the EU, you have the legal right to withdraw from this contract within 14 days, as detailed in Section 3.
• Onboarding, Training and Support: If you request that onboarding, training, or support sessions begin during the withdrawal period, you must pay for the sessions already delivered, which are not refundable (Section 4).
• Digital Content: If the service involves immediate access to digital content, you acknowledge that, by beginning performance with your express consent, you lose your right of withdrawal, and the cancellation policy in Section 3 prevails.
• Non-EU Consumers: The rights described in this section are granted without prejudice to any mandatory consumer-protection rights under the law of your country of residence, which continue to apply where required by law.

7. International Availability and Compliance

• The Service is intended to be available globally; however, CaduCore may restrict or refuse access in any jurisdiction for legal, regulatory, or operational reasons.
• You represent that you are not located in a country subject to applicable sanctions or embargoes (including those of the EU, UN, US, or UK) and that you are not on any restricted-party list. You agree to comply with all applicable export-control and sanctions laws.

8. Restrictions

You agree not to:

• Sublicense, sell, or commercially exploit the platform without authorization.
• Reverse-engineer or disassemble the software, except where permitted by mandatory law.

9. Content Moderation (DSA Compliance)

Under the Digital Services Act (DSA), applicable to users in the EU, CaduCore reserves the right to remove illegal content or content that violates these terms. If we restrict content, we will provide a statement of reasons and the right to appeal.

10. LIMITATION OF LIABILITY

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, CADUCORE SHALL NOT BE LIABLE FOR INDIRECT DAMAGES. WE DO NOT EXCLUDE LIABILITY FOR GROSS NEGLIGENCE OR WILLFUL MISCONDUCT, NOR ANY LIABILITY THAT CANNOT LEGALLY BE EXCLUDED UNDER THE MANDATORY LAW APPLICABLE TO YOU.

11. Governing Law and Jurisdiction

These Terms are governed by the laws of Portugal. Any disputes shall be subject to the jurisdiction of the courts of Porto, Portugal. This clause does not deprive you, as a consumer, of the protection of mandatory provisions or of the right to bring proceedings in the courts of your country of residence where applicable law so requires.

12. Online Dispute Resolution (ODR)

For EU consumers, you may access the European Commission's dispute-resolution platform here: https://ec.europa.eu/consumers/odr.

13. Data Protection and International Transfers

Use of the service is governed by our Privacy Policy (GDPR). Data is hosted on Microsoft Azure infrastructure within the European Economic Area (EEA). If you access the Service from outside the EEA, your data may be transferred and processed internationally, with appropriate safeguards as required by applicable law.

14. Contact Us

• E-mail: contact@CaduCore.com
• Web: CaduCore.com/contacts