Zasady realizacji i dostarczania usług (Service Delivery & Fulfillment Policy)

1. Purpose of This Policy

This Service Delivery & Fulfillment Policy explains how services purchased from NOVATRADE SOLUTIONS Sp. z o.o. are provided, activated, configured, and made available to business customers.

NOVATRADE primarily supplies software-as-a-service, CRM software, digital functionality, implementation services, integrations, configuration, and related business technology services.

Our services are delivered electronically.

Unless expressly agreed otherwise in writing, NOVATRADE does not sell or ship physical goods as part of its standard software offering.

This Policy should be read together with the Terms & Conditions, Billing, Cancellation & Refund Policy, applicable Order Form, commercial proposal, subscription confirmation, Statement of Work, and other contractual documents applicable to the customer.

2. Service Provider

The service provider is:

NOVATRADE SOLUTIONS Sp. z o.o.

Hoża 86 lok. 410, 00-682 Warszawa, Poland

KRS: 0001255864

NIP: 7011324158

REGON: 54531482500000

Email: [email protected]

Phone: +48 22 273 95 89

Additional company information is available in our Legal Notice.

3. Nature of Delivery

NOVATRADE services are digital services.

For software subscriptions, fulfillment generally means making the applicable software account, plan, functionality, modules, user access, or other contracted digital service available to the customer.

Depending on the customer's order, fulfillment may also include:

• creation of a customer organization account
• administrator access
• configuration
• user setup
• data preparation
• data migration
• onboarding
• implementation
• training
• integrations
• API enablement
• custom configuration
• additional modules
• technical setup
• other services expressly included in the applicable agreement

There is no physical shipping requirement for standard NOVATRADE SaaS subscriptions.

4. What the Customer Receives

The exact service delivered to a customer is determined by the applicable:

• Order Form
• commercial proposal
• subscription confirmation
• online ordering process
• Statement of Work
• implementation plan
• or other written agreement

Depending on the selected service, a customer may receive access to:

• a NOVATRADE organization account
• administrator functionality
• Authorized User accounts
• CRM functionality
• operational tools
• reporting
• automation
• communication functionality
• integrations
• API access
• AI-assisted functionality
• mobile or web access
• implementation services
• support services
• other contracted features

Public website descriptions provide a general overview and do not expand the scope of a specific customer order.

5. Responsibility for Providing the Service

NOVATRADE SOLUTIONS Sp. z o.o. is responsible for providing NOVATRADE services purchased directly from NOVATRADE.

Where a third-party service is integrated into the NOVATRADE platform, the third party remains responsible for its own independent service.

Examples may include:

• payment services
• email services
• SMS services
• cloud services
• accounting systems
• mapping services
• third-party APIs
• external software platforms

NOVATRADE remains responsible for the NOVATRADE service it has contractually agreed to provide.

6. When Fulfillment Begins

Fulfillment may begin after the conditions applicable to the customer's order have been satisfied.

Depending on the service, these conditions may include:

• acceptance of the Order Form or applicable agreement
• completion of required company information
• creation of the customer account
• completion of reasonable verification procedures
• receipt of an agreed payment where payment is required before activation
• receipt of information required for configuration
• receipt of data required for migration
• completion of third-party authorization steps
• agreement on implementation requirements

NOVATRADE will not intentionally treat a service as delivered merely because payment has been collected if material contracted access or work remains to be provided.

7. Standard Software Activation

Where a customer purchases a standard NOVATRADE software subscription that does not require material implementation, migration, custom development, or third-party integration work, delivery consists primarily of enabling the contracted account and functionality.

Activation normally occurs after the relevant order has been accepted and any activation requirements applicable to the order have been completed.

The exact activation timing may depend on:

• payment confirmation
• account verification
• selected plan
• account configuration
• customer information
• technical requirements
• security review

Where an online ordering process displays a specific activation timeframe, that disclosed timeframe applies to the relevant order.

Where no fixed timeframe is displayed or contractually agreed, NOVATRADE will activate the Service within a commercially reasonable period after all required activation conditions have been satisfied.

8. Services Requiring Onboarding or Configuration

Some NOVATRADE services require onboarding or configuration before the customer can use the complete contracted functionality.

This may include:

• company structure configuration
• user and permission setup
• operational workflow configuration
• custom fields
• service catalogs
• customer or employee data preparation
• templates
• notification settings
• reporting configuration
• other setup activities

The required scope depends on the customer's organization and purchased service.

Where significant onboarding is required, the applicable timeline should be specified in the customer's proposal, Order Form, implementation plan, Statement of Work, or related communication.

9. Implementation Services

Where implementation services are included, NOVATRADE and the customer may agree on:

• implementation scope
• responsibilities
• milestones
• required customer information
• data requirements
• configuration requirements
• integration requirements
• training
• testing
• target activation or go-live milestones

An implementation timeline is based on the information available when the timeline is prepared.

It may change where the scope changes or where a required dependency is delayed.

NOVATRADE will not represent an implementation milestone as guaranteed unless the relevant contractual document expressly makes it a binding commitment.

10. Customer Dependencies

Successful delivery may require cooperation from the customer.

Depending on the project, the customer may need to:

• provide accurate company information
• identify Authorized Users
• identify administrators
• provide configuration decisions
• supply data in an agreed format
• provide technical documentation
• authorize third-party integrations
• provide API credentials through an approved secure process
• participate in testing
• review migrated data
• approve configuration
• attend onboarding or training
• provide timely responses to implementation questions

A delay in required customer cooperation may affect fulfillment or implementation timing.

11. Data Migration

Where data migration is included, the scope and method depend on the applicable agreement.

The customer is responsible for ensuring that it has the right to provide data to NOVATRADE for migration.

The customer should provide data in the agreed format and should review migrated information after migration.

Migration may require:

• format conversion
• mapping
• validation
• deduplication
• correction of source data
• customer review

Unless expressly included in the agreed scope, NOVATRADE is not responsible for correcting every error, duplicate, inconsistency, or deficiency present in the customer's original source data.

12. Integrations

Some services depend on third-party integrations.

Fulfillment of an integration may require:

• an active third-party account
• valid credentials or API authorization
• access granted by the customer
• compatible API functionality
• technical documentation
• third-party approval
• compatible subscription levels
• third-party service availability

NOVATRADE cannot guarantee the availability or approval of a service controlled independently by a third party.

If a third-party dependency prevents delivery of a particular integration, NOVATRADE will work with the customer in good faith to determine whether an alternative configuration, modified scope, rescheduling, credit, refund, or other appropriate contractual solution is available.

13. Custom Development

A customer may request custom development or functionality outside the standard Service.

Custom work is delivered only where expressly agreed.

The applicable commercial documentation should define, where relevant:

• scope
• deliverables
• assumptions
• customer dependencies
• acceptance criteria
• fees
• delivery milestones

A marketing conversation, demonstration, feature request, or informal discussion does not by itself create an obligation to deliver custom functionality.

14. Access Credentials

Where account credentials or account invitations are required, they may be delivered electronically to an authorized customer representative.

Customers are responsible for:

• providing a valid email address
• checking relevant inboxes
• maintaining account security
• protecting login credentials
• ensuring that only authorized persons receive access

NOVATRADE may require additional identity or security verification before granting or restoring administrative access.

15. Confirmation of Digital Delivery

Depending on the ordering process, NOVATRADE may confirm activation or delivery through:

• an account-access notification
• email
• an administrative interface
• an order confirmation
• an implementation communication
• another electronic method

A customer who believes that contracted access has not been provided should contact NOVATRADE at:

[email protected]

The customer should identify the relevant company, subscription, order, or service.

16. When the Service Is Considered Delivered

For a standard SaaS subscription, initial delivery generally occurs when the customer is provided with the ability to access the contracted software service.

For services involving additional implementation, delivery may occur in stages.

For example:

• account activation
• initial configuration
• data migration
• integration activation
• training
• final implementation milestone

Payment for a service does not by itself establish that every future recurring service period, implementation milestone, or custom deliverable has already been completed.

The applicable agreement determines the scope of delivery for a specific customer.

17. Recurring SaaS Delivery

A subscription provides continuing access to the applicable digital Service during the paid subscription period, subject to the Terms & Conditions and applicable agreement.

For recurring subscriptions, NOVATRADE's fulfillment obligation is ongoing rather than limited to a one-time download or shipment.

The Service is made available remotely during the applicable subscription period, subject to:

• scheduled maintenance
• emergency maintenance
• security measures
• third-party dependencies
• suspension rights under the applicable agreement
• circumstances outside NOVATRADE's reasonable control

Any contractual uptime commitment applies only where expressly stated in a separate Service Level Agreement or other binding agreement.

18. Digital-Only Delivery

Standard NOVATRADE software is delivered electronically.

NOVATRADE does not normally:

• ship software on physical media
• send physical activation products
• require physical product collection
• require physical product returns

Customers therefore should not expect:

• shipping tracking numbers
• parcel delivery
• courier delivery
• physical return labels
• warehouse returns

Cancellation and refund procedures for digital services are governed by the Billing, Cancellation & Refund Policy and applicable agreement.

19. Geographic Availability

NOVATRADE provides services remotely to eligible business customers.

Because NOVATRADE is a digital B2B service, there is no physical shipping territory for standard SaaS subscriptions.

Service availability for a particular customer or jurisdiction may depend on:

• applicable law
• sanctions or trade restrictions
• payment availability
• tax requirements
• technical compatibility
• data-protection requirements
• third-party integrations
• support capabilities
• security considerations
• commercial acceptance

NOVATRADE may decline or limit service in a jurisdiction where providing the Service would be unlawful, technically impracticable, commercially unavailable, or subject to requirements that have not been satisfied.

Acceptance of one customer in a country does not guarantee that every NOVATRADE service or integration is available to every customer in that country.

20. Remote Delivery

NOVATRADE services are ordinarily delivered remotely through online systems and electronic communications.

On-site implementation, training, consulting, or other in-person services are included only where expressly agreed.

Nothing in a standard software subscription should be interpreted as including travel or on-site services unless stated in the applicable order.

21. Training

Where training is included, it may be delivered through:

• remote sessions
• documentation
• online materials
• product demonstrations
• administrator sessions
• other agreed methods

The scope and number of training sessions depend on the applicable plan or agreement.

The customer's failure to attend an agreed training session does not necessarily mean that the underlying software Service has not been delivered.

Rescheduling or additional training may be subject to the applicable commercial agreement.

22. Acceptance and Review

Customers should review newly activated or configured services within a reasonable period.

Where implementation work includes specific acceptance criteria, those criteria will be stated in the applicable agreement or Statement of Work.

Customers should promptly report material configuration, migration, or delivery issues so that NOVATRADE can investigate and, where appropriate, correct them.

Use of the Service does not waive rights that cannot lawfully be waived.

23. Delivery Problems

If a customer believes that a contracted service has not been delivered as agreed, the customer should contact:

[email protected]

The request should, where available, identify:

• company name
• customer contact
• order or subscription
• affected service
• expected delivery
• actual issue
• relevant dates
• supporting information

NOVATRADE will review the matter in good faith.

Zobacz też: Polityka reklamacji i rozstrzygania sporów

24. Delayed Delivery

A delivery or implementation delay may occur because of:

• incomplete customer information
• delayed customer approval
• unavailable customer personnel
• source-data problems
• integration dependencies
• third-party outages
• third-party approvals
• security requirements
• legal or compliance requirements
• infrastructure events
• scope changes
• force majeure
• other circumstances affecting implementation

Where a material delay occurs, NOVATRADE will take reasonable steps to communicate with the customer and determine an appropriate path forward.

25. Delay Caused by NOVATRADE

Where NOVATRADE is responsible for a material delay in delivering a contracted paid service, NOVATRADE will work in good faith to:

• complete the outstanding service
• correct the relevant problem
• establish a revised delivery plan
• provide an appropriate alternative
• or determine another contractual remedy

Where NOVATRADE cannot provide a material contracted service and cannot reasonably cure the issue, refund or credit eligibility will be determined under the Billing, Cancellation & Refund Policy and applicable agreement.

26. Delay Caused by the Customer

Where delivery depends on customer information, approval, access, data, personnel, credentials, or another customer responsibility, a delay in providing that dependency may delay the corresponding NOVATRADE obligation.

NOVATRADE is not responsible for missing a delivery target to the extent the delay was directly caused by an unresolved customer dependency.

NOVATRADE will resume the affected work when the required dependency is reasonably available.

27. Third-Party Delays

Some functionality may depend on services outside NOVATRADE's direct control.

Examples include:

• internet providers
• cloud infrastructure
• external APIs
• communications providers
• financial institutions
• payment services
• software vendors

NOVATRADE will use reasonable efforts to manage integrations within its control but does not guarantee delivery timelines controlled entirely by independent third parties.

Where a third-party problem materially prevents fulfillment, NOVATRADE will assess available alternatives with the customer.

28. Changes in Scope

If the customer requests a material change after an order or implementation begins, the change may affect:

• delivery timing
• configuration
• staffing
• technical requirements
• fees
• integration work
• implementation milestones

Material scope changes should be documented through an updated proposal, change request, Statement of Work, Order Form, or other appropriate written agreement.

NOVATRADE is not required to provide material additional work without agreement on the revised scope.

29. Partial Delivery

Some projects may be delivered in separate modules or stages.

Partial delivery may include:

• initial account access
• specific modules
• migrated datasets
• individual integrations
• completed implementation milestones

Where staged delivery is agreed, the fact that later stages remain outstanding does not necessarily mean that an earlier completed stage has not been delivered.

The applicable project documentation determines the relevant milestones.

30. Service Unavailability After Delivery

Temporary service interruption after activation is not the same as failure to provide initial delivery.

Service availability is governed by:

• the Terms & Conditions
• the applicable subscription
• any applicable Service Level Agreement
• maintenance requirements
• technical dependencies

Where a significant service interruption occurs, NOVATRADE will handle the issue according to the applicable support and contractual procedures.

31. No Guaranteed Business Outcome

Delivery of NOVATRADE software means providing the contracted digital Service and related agreed services.

It does not mean guaranteeing a particular:

• revenue result
• cost reduction
• customer-acquisition result
• employee-performance result
• profit level
• operational outcome
• regulatory outcome

Customers remain responsible for how they configure and use the Service in their own business.

32. Delivery and Payment

Payment timing and delivery timing may differ depending on the applicable order.

For example, an agreement may require:

• payment before activation
• payment at activation
• recurring payment during continuing service
• milestone payments
• invoicing after agreed services

The applicable Order Form, subscription confirmation, invoice, or agreement determines the payment schedule.

Collecting a payment does not remove NOVATRADE's obligation to provide the corresponding contracted service.

33. Płatność i aktywacja Usługi

Jeżeli właściwe warunki handlowe wymagają płatności przed aktywacją, konfiguracją, onboardingiem lub wdrożeniem, NOVATRADE może rozpocząć właściwy proces realizacji po:

1. uzgodnieniu właściwego zakresu handlowego
2. potwierdzeniu wymaganego Formularza Zamówienia, oferty lub innej właściwej umowy
3. skutecznym potwierdzeniu właściwej płatności
4. spełnieniu innych istotnych warunków zależnych od Klienta, niezbędnych do realizacji

Samo dokonanie płatności nie oznacza, że wszystkie wymagania związane z wdrożeniem zostały automatycznie spełnione.

Jeżeli realizacja wymaga od Klienta dodatkowych:

• informacji
• decyzji konfiguracyjnych
• danych
• dostępów
• akceptacji
• integracji,

termin realizacji może zależeć od ich przekazania przez Klienta.

Wykorzystanie indywidualnego linku płatniczego nie zmienia cyfrowego charakteru Usługi NOVATRADE.

Standardowa Usługa SaaS NOVATRADE nie obejmuje wysyłki fizycznych produktów.

34. Cancellation Before Delivery

If a customer requests cancellation before a service has been activated or implementation work has begun, the applicable cancellation and refund treatment depends on:

• the Order Form
• work already performed
• resources already committed
• the Billing, Cancellation & Refund Policy
• mandatory applicable law

NOVATRADE will not retain payment for a service that it is contractually required to refund.

35. Cancellation After Delivery

For recurring SaaS subscriptions, cancellation normally affects future renewal rather than reversing digital access already made available for the current paid period.

For implementation, migration, training, integration, or custom services, fees corresponding to work already properly performed may remain payable.

Detailed rules are set out in the Billing, Cancellation & Refund Policy and applicable customer agreement.

36. Refunds for Non-Delivery

If NOVATRADE receives payment for a contracted service that it ultimately cannot provide, and NOVATRADE cannot reasonably:

• provide the service
• cure the issue
• reschedule delivery
• provide an agreed alternative
• provide another contractually appropriate remedy,

NOVATRADE will assess the affected payment for refund or credit according to the Billing, Cancellation & Refund Policy and applicable agreement.

This section does not create an unconditional refund right for services that have been properly delivered.

37. Customer Support Regarding Delivery

Questions about activation, onboarding, implementation, configuration, integrations, or delivery may be sent to:

[email protected]

Phone:

+48 22 273 95 89

Customers should include enough information to identify the relevant account or project.

Customers must not send passwords, full payment-card details, or other sensitive authentication credentials by ordinary email.

38. Business Continuity

NOVATRADE maintains operational processes intended to support continued provision of its digital services.

Specific backup, recovery, resilience, uptime, or disaster-recovery commitments apply only where expressly stated in the applicable agreement or Service Level Agreement.

This Policy does not create a guaranteed recovery time, recovery point, or uninterrupted-availability commitment.

39. Security-Related Delivery Controls

NOVATRADE may delay activation, integration, administrative access, or another delivery step where reasonably necessary to:

• verify an authorized representative
• address suspected fraud
• protect account security
• prevent unauthorized access
• satisfy legal obligations
• resolve a material technical risk

A reasonable security review does not by itself constitute refusal to provide the Service.

NOVATRADE will seek to complete the relevant delivery step after the issue has been satisfactorily resolved.

40. Compliance-Related Restrictions

NOVATRADE may decline, delay, limit, or terminate delivery where providing the Service would reasonably expose NOVATRADE to:

• unlawful activity
• sanctions restrictions
• fraud
• material security risk
• prohibited use
• mandatory legal restrictions

NOVATRADE does not use this provision to avoid ordinary fulfillment obligations for accepted lawful customers without a legitimate basis.

41. No Resale or Marketplace Fulfillment Unless Agreed

NOVATRADE provides its own software and related services.

Unless a separate agreement expressly establishes another arrangement, NOVATRADE is not acting as a marketplace for unrelated third-party sellers and is not fulfilling physical products on behalf of third-party merchants.

Where NOVATRADE integrates with another service provider, that integration does not by itself make NOVATRADE the seller of the third party's independent product or service.

42. Evidence of Fulfillment

NOVATRADE may maintain appropriate records demonstrating delivery or use of the Service.

Depending on the service, such records may include:

• order acceptance
• subscription records
• account-creation records
• account-activation records
• administrative activity
• authentication records
• configuration records
• implementation communications
• support communications
• integration records
• invoice and transaction references

These records may be used for legitimate purposes such as:

• customer support
• billing investigation
• fraud prevention
• security
• contractual administration
• payment disputes
• legal compliance

Personal information contained in such records is handled according to applicable privacy and data-protection requirements.

43. Billing or Delivery Disputes

If a customer believes it has paid for a service that was not delivered, it should contact NOVATRADE as soon as reasonably possible at:

[email protected]

NOVATRADE will investigate relevant:

• order records
• payment records
• activation records
• service-access records
• implementation records
• customer communications

Where a genuine fulfillment failure is confirmed, NOVATRADE will take reasonable steps to provide an appropriate remedy.

Nothing in this Policy restricts payment-dispute or statutory rights that cannot legally be waived.

Zobacz też: Polityka reklamacji i rozstrzygania sporów

44. Relationship to the Billing, Cancellation & Refund Policy

Questions concerning:

• cancellation
• subscription renewal
• duplicate charges
• incorrect payments
• refund requests
• charge disputes

are governed principally by the Billing, Cancellation & Refund Policy.

Questions concerning:

• account activation
• service availability after purchase
• onboarding
• implementation
• migration
• integrations
• digital delivery

are governed principally by this Policy.

The policies should be interpreted consistently.

45. Relationship to the Terms & Conditions

The Terms & Conditions form part of the general contractual framework for NOVATRADE services.

This Service Delivery & Fulfillment Policy provides additional detail about how services are delivered.

If a specifically negotiated and signed agreement contains a delivery provision that conflicts with this Policy, the specifically agreed contractual provision takes precedence for the matter it addresses.

46. Mandatory Rights

Nothing in this Policy limits rights that cannot legally be excluded or restricted.

Although NOVATRADE services are intended primarily for business customers, mandatory protections may apply in particular circumstances depending on:

• customer status
• applicable law
• nature of the transaction

Mandatory law prevails over an inconsistent provision of this Policy.

47. Changes to This Policy

NOVATRADE may update this Policy to reflect:

• changes to the Service
• changes in implementation procedures
• changes in delivery methods
• legal requirements
• technical requirements
• operational changes

The current version will be published on this page with its revision date.

A change to this Policy does not retroactively remove a contractual delivery right that has already arisen under an existing agreement.

48. Contact Information

Questions about service delivery, activation, onboarding, implementation, migration, configuration, or fulfillment may be directed to:

NOVATRADE SOLUTIONS Sp. z o.o.

Hoża 86 lok. 410, 00-682 Warszawa, Poland

Email: [email protected]

Phone: +48 22 273 95 89

Company registration information is available on our Legal Notice page.

EMAIL

[email protected]

TELEFON

+48 22 273 95 89

49. Related Documents

This Policy should be read together with:

• Terms & Conditions
• Billing, Cancellation & Refund Policy
• Legal Notice
• Privacy Policy
• Cookie Policy
• Data Processing Agreement or Data Processing information where applicable
• applicable Order Form
• applicable subscription confirmation
• applicable Statement of Work
• applicable Service Level Agreement