General Terms and Conditions

This is a translation. Only the Dutch text is binding.

Last updated: 18 October 2026. The Data Processing Agreement forms part of these terms.

Article 1. Who we are and what we mean by the terms used

1.1 Servaro is a service of Netwerkplek IT B.V., located at Veersedijk 59, 3341 LL Hendrik-Ido-Ambacht, the Netherlands, registered with the Dutch Chamber of Commerce (KvK) under number 85523968. You can reach us at info@servaro.nl and 0800 5005. In these terms, we refer to Netwerkplek IT B.V. as "Servaro".

1.2 In these terms:

• Customer means the company or organisation that enters into an agreement with Servaro. The customer acts as a business, not as a consumer.
• Service means the Servaro software that we provide over the internet: the web portal at app.servaro.nl, the technician app, the API and the customer portal at klant.servaro.nl.
• User means a person who is given an account by the customer for the web portal, the technician app or the API.
• Portal user means a customer of the customer who logs in through the customer portal.
• Customer data means all data and files that the customer or its users put into the service, or that the service creates for the customer. For example customers, sites, work reports, photos, signatures, inspection results and notes.
• Plan means the subscription the customer chooses (Start, Team or Business).
• Agreement means the arrangements between Servaro and the customer, including these terms and the Data Processing Agreement.
• In writing means on paper, by email or through a notification in the service.

Article 2. When these terms apply

2.1 These terms apply to every offer from Servaro, every trial and every agreement concerning the service.

2.2 The customer's general terms and conditions do not apply, even if the customer refers to them.

2.3 Servaro provides these terms to the customer before the agreement is concluded. This is done electronically: the customer can read, save and download them on servaro.nl and when signing up. On request, we send them free of charge by email or post.

2.4 The Data Processing Agreement forms part of these terms. If the Data Processing Agreement says something different about personal data, the Data Processing Agreement prevails.

2.5 If any part of these terms is invalid, the rest remains in force. Servaro and the customer will then agree a new provision that comes as close as possible to the original intention.

2.6 Translations of these terms may exist. In the event of any difference, the Dutch text prevails.

Article 3. Offer and agreement

3.1 An offer from Servaro is not binding, unless it states a period of validity.

3.2 The agreement starts when the customer chooses and confirms a plan, online or through a signed quotation. Servaro confirms this by email.

3.3 The person who concludes the agreement on behalf of the customer declares that he or she is authorised to do so.

Article 4. Trial

4.1 The customer can try the service free of charge and without obligation for 30 days. All features are available during the trial.

4.2 The trial ends automatically after 30 days. No paid subscription follows unless the customer chooses a plan.

4.3 If the customer does not choose a plan, Servaro keeps the customer data for another 30 days after the end of the trial. During that time the customer can still choose a plan or export its data. Servaro then deletes the customer data, as set out in the Data Processing Agreement.

4.4 Servaro may refuse a trial or end it early in case of abuse, for example if someone keeps starting new trials.

Article 5. The service and the plans

5.1 Every plan includes all features of the service. Plans differ only in the number of users. Prices per month, excluding VAT:

5.2 There are no implementation costs. Portal users are free and do not count towards the number of users.

5.3 If the customer needs more users than its plan allows, it chooses a larger plan. For more than 25 users, Servaro makes a custom quotation.

5.4 The customer can move to a larger plan at any time. The new price applies from that moment, pro rata. A move to a smaller plan takes effect from the next month.

5.5 Servaro hosts the service on its own servers in the Netherlands.

5.6 Servaro may improve and change the service. If Servaro removes an important feature that the customer uses, Servaro gives at least 30 days' notice. The customer may then cancel with effect from the date of the change.

Article 6. Availability, maintenance and support

6.1 Servaro aims for availability of the service of 99.5% per calendar month. Servaro measures this itself. The customer may use its own data to show that the measurement is incorrect.

6.2 The following are not included in the calculation:

• scheduled maintenance announced at least 2 working days in advance;
• urgent maintenance to fix a security issue;
• outages at internet or telephone providers beyond Servaro's control;
• outages caused by the customer or its users;
• force majeure as described in article 20.

6.3 Servaro schedules maintenance outside working hours as far as possible and keeps it as short as possible.

6.4 If Servaro fails to reach 99.5% in two consecutive calendar months, the customer may terminate the agreement with immediate effect. The customer must do so within 30 days after the second month.

6.5 Support is available by phone (0800 5005) and email (info@servaro.nl), Monday to Friday from 8:30 to 17:00 Dutch time, except on Dutch public holidays. Support outside these hours, such as 24 hours a day, 7 days a week, is a custom arrangement at extra cost.

Article 7. Accounts and logging in

7.1 The customer creates accounts for its users. An account is personal. Users may not share their account.

7.2 Every user must log in with two-factor authentication. This is required and cannot be switched off.

7.3 The customer can choose to log in via Microsoft Entra ID. Microsoft's terms then also apply. The customer arranges this with Microsoft itself.

7.4 The customer ensures that users keep their login details secret. If the customer believes someone else has access, it blocks the account and reports this to Servaro immediately.

7.5 The customer decides which permissions each user has. The customer removes the accounts of people who no longer work for it.

7.6 The customer decides which of its own customers get access to the customer portal and which data they see.

Article 8. What the customer must and must not do

8.1 The customer ensures that the data it enters is correct and complete, and that it is entitled to use that data.

8.2 The customer does not put special categories of personal data into the service. These include, for example, data about health, religion, race, political opinions, trade union membership, sex life, biometrics, or criminal records. The customer also does not put citizen service numbers (BSN) into the service. This also applies to notes, photos and attachments.

8.3 The customer only switches on the location feature (GPS) if it is permitted to do so. The customer informs its employees and, where required, obtains the prior consent of the works council.

8.4 The customer does not use the service:

• in breach of the law or the rights of others;
• to spread viruses or harmful files;
• to overload the service, test it for vulnerabilities or circumvent it, without Servaro's written permission;
• to send spam or unsolicited messages.

8.5 The customer is responsible for what its users and portal users do in the service.

8.6 The customer provides its own devices, internet connection and browsers suitable for the service.

Article 9. Text messages and fair use

9.1 Text messages are included without limit in every plan, subject to fair use.

9.2 Fair use means text messages that relate to the work in the service, such as appointment confirmations, reminders and notifications to the customer's own customers. Marketing or bulk messages are not included.

9.3 If a customer sends far more text messages than is usual for a business of its size, Servaro first gets in touch. Together we look for a solution. If that does not work, Servaro may, after 14 days' written notice, limit the number of text messages or propose a price per message. The customer may then cancel.

Article 10. Features using artificial intelligence (AI)

10.1 Some features use AI, for example to convert speech into text or to suggest the content of a work report.

10.2 AI only makes a suggestion. A person must check and approve the suggestion before it is saved or sent. The customer remains responsible for what it approves.

10.3 For AI, Servaro only uses services that process data within the European Union. These are listed in the Data Processing Agreement.

10.4 Servaro does not use customer data to train AI models, and does not allow others to do so.

10.5 The customer can switch off the AI features for its entire environment in the settings.

Article 11. Security

11.1 Servaro takes appropriate measures to secure the service and the customer data. The measures are set out in Annex 2 to the Data Processing Agreement.

11.2 Servaro makes regular backups. Backups are intended to restore the service after an outage, not as an archive for the customer.

11.3 If the customer falls under the Dutch Cybersecurity Act (Cyberbeveiligingswet), Servaro will, on request, provide reasonable information about its security so that the customer can meet its own obligations. If this takes a lot of time, Servaro may state the costs in advance in a quotation.

Article 12. Prices and payment

12.1 All prices are in euros and exclude VAT.

12.2 Servaro invoices monthly in advance. The customer pays via Mollie, by direct debit or another payment method that Servaro offers. Invoices must be paid within 14 days.

12.3 If the customer does not pay on time, Servaro sends a reminder with a new payment term of 14 days. If the customer still does not pay, it owes the statutory commercial interest and reasonable collection costs.

12.4 The customer reports any objection to an invoice within 30 days. The customer pays the undisputed part as normal.

12.5 Months already paid are not refunded, except where these terms say so.

Article 13. Price indexation

13.1 Servaro may adjust its prices once per calendar year in line with the consumer price index (CPI, all households) of Statistics Netherlands (CBS). The increase is no higher than the rise in the CPI over the most recent 12 months for which figures are available.

13.2 Servaro announces the indexation at least 30 days before it takes effect.

13.3 If the customer does not agree, it may cancel with effect from the date on which the new prices apply.

13.4 Servaro announces other price increases at least 60 days in advance. In that case too, the customer may cancel with effect from the date of the increase.

Article 14. Suspension of the service

14.1 Servaro may temporarily stop (suspend) the service for the customer if:

• the customer has still not paid 30 days after the due date; or
• the customer seriously breaches these terms, for example the prohibitions in article 8.4.

14.2 Servaro only does this after warning the customer in writing and giving the customer at least 14 days to resolve the matter. During the suspension the customer data is kept and the customer can continue to export its data.

14.3 Only if there is an immediate threat to the security of the service or to other customers may Servaro block an account or feature straight away. Servaro then informs the customer as quickly as possible, giving the reason.

14.4 Servaro restores the service once the reason for the suspension no longer applies.

Article 15. Term and cancellation

15.1 The agreement runs on a monthly basis and renews every month.

15.2 The customer can cancel at any time, in the service or by email to info@servaro.nl. The cancellation takes effect at the end of the current month.

15.3 Servaro can cancel with a notice period of 3 months.

15.4 Servaro and the customer may terminate the agreement if the other party fails to meet an important obligation, after that party has received a written warning with a reasonable period of at least 14 days to resolve it.

15.5 Servaro and the customer may end the agreement with immediate effect if the other party goes bankrupt, is granted a suspension of payments or ceases trading.

15.6 After the end of the agreement, article 17 applies to the customer data.

Article 16. Ownership and intellectual property

16.1 The customer data belongs to the customer. Servaro is only granted the right to use the customer data to provide the service, as set out in the Data Processing Agreement.

16.2 Servaro may collect data about the use of the service, for example how often a feature is used, in order to improve the service. This data cannot be traced back to a person or a customer.

16.3 The software, design, manuals and other materials of Servaro remain the property of Servaro or its suppliers. During the agreement, the customer receives the right to use the service for its own business. This right is not transferable.

16.4 The customer may not copy, replicate, decompile or resell the software, except where the law permits.

16.5 If the customer gives ideas or suggestions for the service, Servaro may use them free of charge.

Article 17. End of the agreement, export and switching

17.1 The customer can always export its customer data itself, including during the agreement. This is possible in CSV and JSON format, with the files (such as photos and signatures) in their original format. The customer can also use the API.

17.2 If the customer wishes to switch to another provider or to its own systems, it informs Servaro. The notice period is never longer than the notice period in article 15.2, and in any case no longer than 2 months.

17.3 After the end of the agreement, the customer has a transition period of 30 days. During that period the customer can still log in to view and export its data. Entering new data is no longer possible. The customer can ask Servaro to extend this period once, if needed for the switch.

17.4 Servaro helps the customer to switch. Servaro explains the export files and their structure, and cooperates reasonably with the new provider. Servaro charges no switching costs for this.

17.5 All customer data can be exported. The only exceptions are Servaro's own internal data, such as the source code, the server logs and security settings, because exporting them would put Servaro's security or trade secrets at risk.

17.6 After the transition period, Servaro deletes the customer data within 30 days, as set out in the Data Processing Agreement. The customer can also request deletion sooner. Data in backups disappears automatically when the backups are overwritten. Servaro keeps the audit log for up to 7 years, as set out in the Data Processing Agreement.

17.7 If, for technical reasons, it is not possible to switch within 30 days, Servaro reports this within 14 working days, giving the reason. Servaro then proposes another period of no more than 7 months. The service keeps working during that time.

17.8 These rules follow the Data Act (Regulation (EU) 2023/2854). Where the Data Act gives the customer more rights, those rights apply.

Article 18. Confidentiality

18.1 Servaro and the customer keep the other party's confidential information secret. Information is confidential if this has been stated, or if it is clear from the nature of the information. Customer data is always confidential.

18.2 This does not apply to information that is already public, that a party already had, or that a party must disclose under the law or a court ruling. In the latter case, that party first informs the other, where permitted.

18.3 Servaro has its employees and suppliers who can see customer data sign a confidentiality undertaking.

18.4 The confidentiality obligation continues after the end of the agreement.

Article 19. Liability

19.1 If Servaro is liable for damage suffered by the customer, this is only for direct damage. Direct damage means:

• damage to property;
• reasonable costs of establishing the cause and extent of the damage;
• reasonable costs of limiting or preventing the damage;
• reasonable costs of restoring customer data from the most recent backup.

19.2 Servaro is not liable for indirect damage, such as lost profits, lost savings, damage due to business interruption or fines imposed by others.

19.3 Servaro's total liability per year never exceeds the fees the customer paid to Servaro in the 12 months before the event that caused the damage. A series of related events counts as one event.

19.4 Servaro is not liable during a free trial.

19.5 The limitations in this article do not apply if the damage results from intent or deliberate recklessness on the part of Servaro's management or senior staff.

19.6 The customer must report the damage in writing as quickly as possible, and in any case within 12 months after discovering it. After that, the right to compensation lapses.

19.7 Servaro is only liable once the customer has first given it formal written notice of default with a reasonable period to remedy the matter, unless remedying is no longer possible.

19.8 The customer indemnifies Servaro against claims from others arising from the customer's failure to comply with article 8.

Article 20. Force majeure

20.1 Servaro does not have to meet its obligations if this is due to force majeure. Force majeure is a cause beyond Servaro's control, such as a major failure of the electricity or internet network, a natural disaster, war, a pandemic or a government measure.

20.2 An outage at one of Servaro's suppliers only counts as force majeure if Servaro chose that supplier carefully and could not have prevented the outage.

20.3 If the force majeure lasts longer than 30 days, Servaro and the customer may end the agreement in writing. Anything already delivered is paid for. Servaro refunds amounts paid in advance for the period after that.

Article 21. Changes to these terms

21.1 Servaro may change these terms. Servaro announces a change at least 30 days before it takes effect, by email to the customer's contact person and in the service. Servaro explains in plain language what is changing.

21.2 If the customer does not agree, it may cancel the agreement with effect from the date on which the change takes effect. It then no longer pays under the new terms.

21.3 A change that only benefits the customer, or that is required by a new law, may take effect sooner. The right to cancel also applies to a change required by a new law.

Article 22. Transfer

22.1 The customer may only transfer the agreement to another party with Servaro's written permission.

22.2 Servaro may transfer the agreement to another company that takes over the service. Servaro announces this in advance. The customer may then cancel.

Article 23. Applicable law and competent court

23.1 The agreement is governed by Dutch law. The Vienna Sales Convention (CISG) does not apply.

23.2 Servaro and the customer first try to resolve a dispute together.

23.3 If that does not work, the District Court of Rotterdam decides. Cases that fall under the subdistrict court (kantonrechter) go to the competent subdistrict court.

Netwerkplek IT B.V., trading as Servaro · Veersedijk 59, 3341 LL Hendrik-Ido-Ambacht, the Netherlands · KvK 85523968 · info@servaro.nl · 0800 5005