FULFILLMENT POLICY

1. General terms
All prices stated in the quotation are expressed in the currency indicated therein, and applicable taxes are not included. The terms and conditions outlined in this quotation and its annexes take precedence over any other conflicting communication or document provided by the client. Additionally, any discount or rebate granted is conditional on full compliance with the conditions specified in the quotation.

2. Payment terms
Software licenses and maintenance contracts are payable according to the terms specified in the quotation. Services—including training, consulting, or use of a service-hour bank—must be paid in full prior to delivery, unless otherwise specified in the statement of work. Training registration is considered confirmed upon full payment.

3. Software, licenses and maintenance
Software and maintenance contracts entitle the client to software updates provided by the publisher and remote technical support by the manufacturer and Solidxperts, available via phone and internet. These contracts do not include training, consulting, product customization, or on-site visits. Unless otherwise specified, maintenance contracts take effect upon software date of purchase.
For SOLIDWORKS products, any license that has lapsed must be retroactively reactivated by paying maintenance fees covering up to 36 months of inactivity, plus one full year moving forward. As of July 1, 2023, all new licenses, reinstated contracts, upgrades or downgrades must include Cloud Services. This rule applies only to commercial licenses. Licenses may be maintained in their current state as long as they remain under active maintenance. For other partner licence, fees might be required to reactivate maintenance.

4. Hardware conditions
All purchases of computer hardware—such as computers, monitors, or peripheral devices— or 3D printer, consumables or scanner are final. Returns are not accepted without prior authorization from the manufacturer. Only defective products reported at the time of delivery may be exchanged. Technical support and applicable warranties are provided solely by the manufacturer, according to their own terms. Any alteration, modification, use of an unapproved material or customization performed by the customer on the hardware immediately voids the manufacturer’s warranty and releases Solidxperts from any related support obligations.

5. Order cancellations
Any software or maintenance or hardware order submitted to the supplier is final and non-refundable.
Training cancellations must be submitted in writing. If the request is received at least six (6) business days prior to the scheduled training, 85% of the registration fee will be refunded. If the request is received five (5) business days or less before the training date, 50% will be refunded. No refund will be granted for no-shows without prior notice. Should Solidxperts cancel or postpone a training session, its liability is strictly limited to reimbursing the price of the training originally paid per the customer.
Service order cancellations must also be submitted in writing. A 15% administrative fee will be charged. Services already rendered are non-refundable. In cases of force majeure, Solidxperts reserves the right to cancel or reschedule services without penalty. However, hours already delivered remain billable.

6. Service hours bank validity
Service hours purchased may be used for various services, such as needs assessment, programming, technical verification, or one-on-one training. If any balance remains unused at the end of the project, it may be applied to another purchase of services only. The remaining balance might be subject to an hourly rate adjustment if there was a change in Solidxperts prices since the originial purchase. When services are delivered outside Solidxperts’ offices, travel and accommodation costs are charged in addition.

7. Travel and on-site services
Unless otherwise specified, services are delivered in the language chosen by the client and take place at one of Solidxperts’ designated locations. If services are delivered on-site, travel, lodging, meals, and related expenses will be billed separately. In case of schedule changes, Solidxperts will inform the client as soon as possible but assumes no responsibility for any costs incurred as a result.

8. Client responsibilities
The client is responsible for ensuring that their IT environment meets the minimum system requirements established by the software manufacturer. Solidxperts disclaims any liability if the client’s infrastructure is not compliant or if a compatibility evaluation was incorrectly performed by the client.

9. Limitation of Liability
Unless otherwise specified in a Statement of Work (SOW), Solidxperts’ liability is strictly limited to the total amount paid by the client for the specific product or service giving rise to the claim.
Solidxperts shall not, under any circumstances, be liable for any indirect, incidental, special, punitive, or consequential damages, including but not limited to loss of data, loss of productivity, loss of business, or loss of profits, even if Solidxperts has been advised of the possibility of such damages.
For long-term projects or mandates requiring a SOW, all applicable service terms, responsibilities, limitations, and warranties are defined within the SOW and take precedence over the present terms.

10. Shipping
Shipping of all in-stock items is carried out within 48 hours of receiving the order, when possible. Non-stocked items are ordered promptly after receipt, and delivery depends on the manufacturer. An approximate timeframe will be provided if available.
Shipping fees will be charged to the customer. The customer may request that these be billed directly to their account if possible. SolidXperts cannot guarantee this but will do its best in such cases.