General terms and conditions

General terms and conditions

1. Provider, customers and scope

The provider is Lugh Innovation UG (haftungsbeschränkt), Waldhornstr. 44, 82110 Germering. These terms apply to IT consulting, projects, software development, operations, support and Lugh LTC. LTC is intended exclusively for businesses, legal entities under public law and special funds under public law. Deviating customer terms apply only with express consent.

2. Offers and contract formation

Product descriptions are invitations to place an order. By completing the ordering process, the customer makes a binding offer unless the page is clearly labelled as a test or sandbox. A contract is formed through order confirmation, activation or commencement of services. Sandbox orders and payments are solely for acceptance testing; they do not cause real charges and do not establish a paid production contract without separate confirmation.

3. Scope of services and setup

Services, package, apps, users, included storage, prices, trial period, region, backup, support and additional services are defined by product master data, the order summary and individual agreement. Provisioning uses a confirmed available instance name. The customer provides complete and accurate setup data and supplies protected information through self-service. Custom modifications require a separate agreement.

4. Lugh LTC and software components

Lugh LTC is based on Odoo 19 Community Edition and further open-source and proprietary components. For the contract term, the customer receives the right to use the provided instance in accordance with the contract. Rights relating to standard, open-source and third-party components are additionally governed by their licences. There is no entitlement to receive internal platform tools, third-party rights or general operator components.

5. Prices, users and storage

All stated prices are net prices plus statutory VAT. The agreed package includes the users and GiB shown in the product master data. Storage billing is based on the actual storage occupied by the instance, including associated backups; additional units and active users are charged under the booked tariff. The summary displayed at ordering and subsequent validly agreed changes are authoritative. Invoices are payable by the stated due date.

6. Trial period and production use

An offered trial period begins at provisioning. Its scope and end are shown in the order. Before a paid continuation, the customer receives the information or confirmation specified by the contract. Test data may be restricted or labelled as such. The customer must not use a test instance for unlawful or security-critical production purposes.

7. Operations, availability, maintenance and changes

We operate LTC with appropriate security, monitoring, update and backup procedures. A specific availability level or response time is owed only if expressly agreed. Maintenance, security updates, network or third-party disruptions and emergency measures may temporarily limit use. Functional and security updates may be installed provided they do not unreasonably impair contractual use.

8. Backup and restoration

Automatic encrypted backups and retention follow the agreed operating concept. Their storage consumption counts towards billable storage. Restoration is performed only from existing, technically readable backups, requires two confirmations and may be initiated exclusively by the authorised instance creator or owner. Complete restoration of every intermediate state is not guaranteed.

9. Cooperation, accounts and acceptable use

The customer protects access credentials, assigns permissions according to need, keeps contact details current and provides only content that may lawfully be processed. Abuse, attacks, bypassing security boundaries, unlawful content, unauthorised bulk mailing and endangering other tenants are prohibited. In the event of a specific threat, we may proportionately block access or functions and inform the customer.

10. Customer data, privacy and confidentiality

The customer remains responsible for the lawfulness, quality and retention of its operational data. Where Lugh Innovation processes personal data on behalf of the customer, the parties conclude a data processing agreement. Both parties protect confidential information and restrict access to the persons who need it.

11. Support, bugs and roadmap

The scope and hours of support follow the agreement. Bugs and feature requests can be recorded in the portal and displayed and rated across instances in pseudonymised form. Status, votes or a planned release do not constitute a binding delivery commitment. Security, law and operational stability may be prioritised independently of votes.

12. Term, termination, export and deletion

The term and notice period follow the order or contract; unless otherwise agreed, a monthly LTC contract can be terminated with one month's notice to the end of the billing period. The authorised owner can confirm termination twice in self-service. Before deletion, an encrypted export can be requested within the notified period. After the contract ends, the instance and backups are removed according to the documented deletion procedure, unless statutory retention or legitimate evidence requirements prevent this.

13. Defects and liability

Statutory defect rights apply subject to valid individual contractual agreements. Our liability is unlimited in cases of intent, gross negligence, injury to life, body or health, and under mandatory law. For slightly negligent breach of an essential contractual obligation, liability is limited to foreseeable damage typical of the contract; otherwise, liability for slight negligence is excluded to the extent permitted by law.

14. Changes to these terms

Changes for ongoing contracts are offered in text form with reasonable notice. Silence constitutes consent only where legally permissible, expressly explained and accompanied by a reasonable right to object or terminate. Price changes or changes to essential services do not apply retroactively.

15. Consumer dispute resolution

We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board.

16. Final provisions

German law applies, excluding the UN Convention on Contracts for the International Sale of Goods. Munich is the exclusive place of jurisdiction for merchants, legal entities under public law and special funds under public law. Mandatory statutory jurisdictions remain unaffected. Individual agreements take precedence over these terms.

Last updated: 5 August 2026.