Standard Terms and Conditions

1. Schedule of Works

All works may be conducted on-site or off-site, and they may run concurrently in both locations. On-site schedules will be arranged in due course.

2. Terms and Conditions

General

All data collected within the system remains the sole property of our customers. Highnix serves as a provider of electronic tools, refraining from any interference in the customers' data use or management. Confidentiality is upheld, and daily data backups are conducted for information security. Users are solely responsible for transactions and data entries. Highnix's data migration services exclude specific transactional activities. The quoted price encompasses the specified product scope. Any alterations to this scope will result in adjustments to the quoted price. Highnix reserves the right to update the Terms and Conditions as needed.

Annual License Fees

1. The Annual License Fee is calculated on a monthly basis but must be prepaid annually.
2. Payment for the Annual License Fee must be received in full by Highnix at least one week before the commencement of the service period.
3. Failure to make timely payment will result in suspension of the license until payment is received.
4. The Annual License Fee is non-refundable and non-transferable.

Annual Recurring Fees (Plus and Pro only)

1. Hosting Fee: The hosting fee is included for the first year of implementation, effective one week after payment is received by Highnix. There is no grace period for expired hosting services.
2. Annual Maintenance and Support Fees: These fees are included for the first year, effective from the date of license installation.
3. Billing Cycle: Billing for the subsequent year’s services will commence approximately one month before the expiry date of the current services. Payment must be received by the expiry date to ensure uninterrupted service.

Exclusion

1. Overseas on-site effort expenses.
2. Additional server capacities.
3. System customization and API integration not stated in the quotation.

3. Payment Terms

1. Order Confirmation Payment: 100% payment upon order confirmation, unless otherwise agreed. 50% payment for customization services is due before the customization phase starts.
2. Annual Fee Billing Cycle: Prorated up to December upon sign-up. Subsequent billings follow a January to December cycle.

4. All-Inclusive Price

Our quoted prices are upfront and exclusive of GST.

5. Customized Programs

1. Customization and integration can be done on a Permanent License with additional cost.
2. Source codes and IP of any customizations remain the property of Highnix.
3. Customers can only deploy customizations for their own use under the agreement.
4. Warranty: 6 weeks after completion against any defects or bugs based on the scope.
5. Customer shall not duplicate, clone, resell, or allow any third parties access without written permission.
6. All software change requests must be submitted through Highnix's Software Change Request Form (SCR) for evaluation.

6. Training and Coaching

1. Training and coaching services are accessible exclusively for Plus and Pro systems. Sessions can be conducted on-site, via phone, or web conferences.

7. Cancellation and Refund

Standard System License

1. No cancellations or refunds are permitted for standard system licenses.

Customization Work

We understand that customization needs may change. Customization projects commence immediately upon Highnix’s receipt of confirmation via email, PO, or signed quotation. Cancellations and refunds are subject to the following terms:

1. Before Customization Work Begins:
   • If customization work has not commenced, we offer a refund of 100% of the order amount or the amount received, whichever is lower, minus an $800 surcharge for system study and design efforts.
2. During Early Stages of Customization:
   • If customization work has started but is less than 50% complete, we offer a refund of 50% of the order amount or the amount received, whichever is lower, minus a $1,600 surcharge. The refund amount will be based on the percentage of time elapsed at the point of cancellation. For example, if the project started and the estimated development time is 90 days, a request received on or after the 44th day will not be eligible for a 50% refund. Any external party software fees or materials provided, such as server usage, will be chargeable.
3. Progress Beyond 50% Completion:
   • If customization work is more than 50% complete, no refunds will be issued. The percentage of completion is determined by the elapsed time from the commencement of the project to the receipt of the cancellation request. For example, if the project started and the estimated development time is 90 days, a request received on or after the 45th day will not be eligible for a refund. Any external party software fees or materials provided, such as server usage, will be chargeable.
4. Initiating a Cancellation and Refund:
   • To request a cancellation and refund, please contact our customer support team via email. Include your order details and reasons for cancellation. We value your satisfaction and will guide you through the process promptly.

8. Governing Law

This agreement will be governed by and construed under the laws of Singapore.

9. System Support and Hosting

1. Support Availability and Uptime: Comprehensive online help documentation, phone, and WhatsApp support for Plus and Pro series. Emergency call support until 10:00 PM during the first year. Business Essential users have email support.
2. Support for Different Plans: Users not enrolled in annual maintenance still receive application support via email, weekly backup.
3. Hosting.
   1. Business Essential: Standard Hosting with uptime: 99% over 2 calendar years.
   2. Plus and Pro: Premium Hosting with uptime 99.5%.
4. Accounting Services Scope: Accounting services and advisory support are not included in the implementation scope. Customers can access such services for a fee.