Support Pack Terms & Conditions
Last Updated: 1st May 2026
1. Scope of Services
Support Packs encompass Odoo-related professional services, including configuration, customization, training, troubleshooting, and general consulting. Services are delivered remotely unless otherwise agreed in writing.
2. Purchase & Payment
Support Packs are prepaid. Hours must be paid in full before any services are rendered. Purchased hours have no cash value and are non-refundable once activated. All fees are quoted in TTD unless otherwise stated.
3. Hour Consumption
Hours are deducted based on actual time spent on client requests, rounded to the nearest 15 minutes. Hatch Software Solutions will maintain a log of hours used and remaining, which is available to the client upon request.
4. Scheduling & Response Times
Service requests are subject to availability. Hatch Software Solutions will make reasonable efforts to respond within 1–2 business days of receiving a request.
5. Expiry & Inactivity Policy
Support Pack hours expire after 12 consecutive months of client inactivity. Inactivity is defined as no communication, request, or response from the client during that period. If Hatch Software Solutions has made documented attempts to contact the client and received no response, such periods count toward the inactivity calculation. Hours that expire under this policy are forfeited without refund. Hatch Software Solutions will make reasonable efforts to notify the client before hours expire.
6. Client Responsibilities & Delays
The client is responsible for providing timely access, accurate information, and feedback necessary to deliver services. If client action or inaction delays the delivery of services, Hatch Software Solutions reserves the right to place the engagement on hold. Written notice of re-engagement is required before services resume. Hours consumed in preparation for a delayed engagement are not recoverable. Examples of client delays include, but are not limited to, failure to provide required data or system access, failure to complete testing within a reasonable timeframe, and failure to respond to outstanding requests.
7. Out-of-Scope Work
Work falling outside Odoo-related services requires a separate agreement. If a request is determined to be out of scope, the client will be informed before any hours are consumed. Additional requirements identified after work has commenced may incur separate charges.
8. Acceptance of Completed Work
Once work has been delivered, the client is encouraged to review and test it within a reasonable timeframe. Hatch Software Solutions will make reasonable efforts to address any concerns raised. Where no feedback is received within 14 calendar days of delivery, the work will be considered accepted. Any changes requested after acceptance will be treated as new requests and will draw from the remaining pack hours.
9. Quotation Validity
Any quotation issued by Hatch Software Solutions is valid for 30 days from the date of issue unless otherwise stated.
10. Limitation of Liability
Hatch Software Solutions' liability in connection with any Support Pack is limited to the value of unused hours remaining at the time of any claim. Hatch Software Solutions is not liable for indirect, consequential, or business losses arising from the use or non-use of any delivered service.
11. Odoo Licence Fees
Odoo licence fees are an annual recurring cost payable directly to Odoo S.A. and are not included in Support Pack hours. Any changes to licence pricing by Odoo S.A. are outside the control of Hatch Software Solutions.
12. Governing Law
These terms are governed by the laws of the Republic of Trinidad and Tobago.
13. Amendments
Hatch Software Solutions reserves the right to update these terms. Clients will be notified of material changes. Continued use of Support Pack hours following notification constitutes acceptance of the revised terms.