1. Definitions

1.1. Access Tool: the combination of an access code and username that can be used to access BlueDolphin, or other information or means for the Customer and/or User to legitimately access BlueDolphin.

1.2. Agreement: the Order Form as agreed between the Parties, these general terms and conditions and other agreed arrangements, conditions and appendices.

1.3. AI Appendix: the appendix as published on the BlueDolphin website.

1.4. AI Model: an algorithmic model or programme that makes inferences, correlations or predictions and/or generates output from the input data it receives using a variety of architectures, including but not limited to neural networks, deep learning, transformers, decision trees, support vector machines and k-nearest neighbour models.

1.5. AI Regulation: Regulation (EU) 2024/1689 of the European Union on artificial intelligence-based systems.

1.6. AI System: has the meaning as defined in Article 3(1) of the AI Regulation.

1.7. AI System Output: all output from the BlueDolphin AI, including output initiated by a user prompt.

1.8. BlueDolphin: the application that BlueDolphin develops and offers to its customers as a tool to gain insights into the functionality and efficiency of their IT landscapes and/or processes and which is made available to the Customer as Software as a Service (SaaS), including all updates, upgrades and modifications and the BlueDolphin AI, if applicable.

1.9. Customer: the organisation that has obtained a paid license from BlueDolphin for the use of BlueDolphin, as further described in this Agreement.

1.10. Customer Data: all data stored by the Customer in BlueDolphin, generally limited to data relating to descriptions of the Customer’s IT landscape and how it supports business processes.

1.11. Order Form: the form agreed between the Parties, which describes the services BlueDolphin provides to the Customer and the fee for these services.

1.12. Party(ies): BlueDolphin and/or the Customer.

1.13. Service Levels: the service levels as shown on the BlueDolphin website https://www.BlueDolphin.com/service-level-agreement.

1.14. Third-Party AI: means any third-party AI System or AI Model that is incorporated into or used as a basis for the BlueDolphin AI, or that is used in conjunction with the BlueDolphin AI, as applicable.

1.15. Training Data: has the meaning as defined in Article 3, paragraph 29, of the AI Regulation.

1.16. User: a person within the Customer’s organisation with a registered account for the use of BlueDolphin, as detailed in the Order Form.

1.17. BlueDolphin AI: means the AI System(s) and/or AI Model(s) (including Third-Party AI, if applicable) made available to the Customer by BlueDolphin as described in the AI Appendix.

2. License for BlueDolphin and intellectual property

2.1. All intellectual property rights in or relating to BlueDolphin are vested in BlueDolphin and/or its licensors.

2.2. BlueDolphin grants the Customer a non-exclusive, non-transferable and non-sublicensable right to use BlueDolphin for the duration of the Agreement.

2.3. The right to use BlueDolphin extends to the functionalities purchased in accordance with the Order Form. The Customer cannot claim any right of use to functionalities that BlueDolphin has not made operationally available to all its customers. The Customer may not make BlueDolphin or parts thereof available or otherwise distribute it to third parties in any way, or publicly display, modify, adapt, copy and/or otherwise reproduce the application and the software on which it is based.

3. Customer Data

3.1. All Customer Data remains the property of the Customer at all times.

3.2. The Customer is responsible for the accuracy of the Customer Data entered and for its maintenance.

3.3. The Customer may request BlueDolphin to transfer the Customer Data at any time, but no later than 15 working days after termination of the Agreement (for whatever reason). Provided that the Customer has fulfilled all payment obligations, BlueDolphin will transfer the Customer Data to the Customer in a standard format, such as CSV or AMEFF, within 10 working days of receiving the request.

4. Availability of BlueDolphin

4.1. BlueDolphin is made available as software as a service and hosted by BlueDolphin in a cloud environment. The Customer is not entitled to receive (part of) the BlueDolphin software on a physical medium.

4.2. BlueDolphin is delivered ‘as is’, in its current state. BlueDolphin does not guarantee that BlueDolphin will function without errors, interruptions or malfunctions, or that the data contained therein will be fully protected, accurate or complete at all times. BlueDolphin will endeavour to correct any errors in BlueDolphin in accordance with the Service Levels. If there is reason to do so, BlueDolphin may postpone the rectification of defects until a new version of BlueDolphin has been put into use. BlueDolphin does not guarantee that defects in the software in BlueDolphin that it has not developed itself can and will be rectified. BlueDolphin has the right to install temporary solutions, workarounds in the software or problem-avoiding restrictions in BlueDolphin.

4.3. BlueDolphin is provided as a service and is subject to change, which may alter the functionality of the software. BlueDolphin is not obliged to maintain, modify or add specific features or functionalities of BlueDolphin for the Customer. If a functionality in BlueDolphin is no longer offered and/or maintained and no equivalent or better alternative is offered, BlueDolphin will inform the Customer of this in writing at least 1 (one) month prior to the phase-out. If the discontinuation concerns material functionality of BlueDolphin and the Customer’s contract term at the time of notification is longer than the notification period, the Customer may terminate the Agreement in writing until the functionality in question is discontinued. In such a case, the Customer is entitled to a pro rata refund of any prepaid amounts.

4.4. BlueDolphin provides the following support services and service levels for BlueDolphin:

Up and downtime

a. BlueDolphin applies an availability percentage of 99.5% on an annual basis for Users, measured as a rolling period of 12 months from the commencement of the Agreement. Unavailability or inaccessibility of BlueDolphin (downtime) does not count towards the calculation of the availability percentage if one or more of the following conditions are met:

i. downtime as a result of announced maintenance, emergency maintenance to BlueDolphin or in connection with the release of new versions of BlueDolphin. BlueDolphin will endeavour to carry out the aforementioned work outside normal office hours as much as possible and to carry it out as quickly as reasonably possible;

ii. downtime resulting from malfunctions or interruptions in communication lines, data connections and/or computer systems outside the data centre where BlueDolphin is hosted;

iii. downtime caused by software that does not belong to BlueDolphin;

iv. downtime because third-party activities cause malfunctions or interruptions in BlueDolphin; or

v. downtime resulting from force majeure as defined in the Agreement.

b. BlueDolphin will inform the Customer about downtime as follows:

i. about planned maintenance: at least 14 working days before the start of such work and, where possible, stating an estimate of the impact on the accessibility of BlueDolphin;

ii. about unplanned maintenance: as soon as possible in advance or, if advance notification is not possible, afterwards; and

iii. about changes and additions to BlueDolphin, after an update has taken place.

Helpdesk

c. BlueDolphin provides the Customer with a helpdesk via email (support@BlueDolphin.com), chat functionality and an online service desk portal. The helpdesk is available on working days, excluding nationally recognised public holidays, between 9:00 and 17:00 Dutch time. The following support or support with regard to the following topics is not included in the price of BlueDolphin and BlueDolphin will charge for this:

i. on-site support;

ii. use of BlueDolphin by the Customer in a manner that is not permitted under the Agreement;

iii. problems with scripts developed by the Customer;

iv. structural work, such as creating and maintaining links to sources and BI systems for reports;

v. general internet or telecommunications problems, force majeure, events or other factors beyond BlueDolphin’s reasonable control;

vi. equipment, software, network connections or other infrastructure of the Customer;

vii. training, consultancy or other services that have not been expressly agreed upon;

viii. systems, actions or omissions of third parties.

d. When a helpdesk request is made, BlueDolphin will record the following information in order to process the request:

i. description of the problem and the action that led to the problem, with screenshots if possible;

ii. contact details of the User;

iii. an indication of whether the report concerns a disruption, question, request or additional service.

e. Urgency levels are determined by BlueDolphin as follows, unless the Parties jointly agree on an urgency level:

i. Urgency level 1 – critical: when a critical malfunction occurs in BlueDolphin and/or BlueDolphin is completely unavailable to all Users. Work in BlueDolphin cannot be resumed in any other way.

ii. Urgency level 2 – high: an important functionality of BlueDolphin is not fully functional, available or is missing in such a way that normal use of BlueDolphin by Users is impeded, although the software is still available to Users. A workaround is not possible or is very cumbersome.

iii. Urgency level 3 – normal: the reported incident has limited impact on the operation or availability of BlueDolphin or its functionalities, or a workaround is available for an incident of a higher urgency level. The incident has only limited consequences for end users.

iv. Urgency level 4 – low: general questions, user questions and incidents that do not fall under the other urgency levels.

v. Requests for additional services do not have an urgency level. BlueDolphin responds to these requests on a best-effort basis whenever possible.

f. BlueDolphin applies the following response times for malfunctions during standard office hours:

i. Urgency level 1: initial response within 30 minutes after the malfunction has been reported to BlueDolphin.

ii. Urgency level 2: initial response within 1 hour after the malfunction has been reported to BlueDolphin.

iii. Urgency level 3: initial response within 2 hours after the malfunction has been reported to BlueDolphin.

iv. Urgency level 4: initial response within 4 hours after the malfunction has been reported to BlueDolphin.

g. For incidents with urgency level 1, 24/7 support is available. Outside standard office hours, the helpdesk can be contacted for such cases on +31 30-7508954. In the event of misuse of the helpdesk, BlueDolphin may charge the Customer additional costs.

Backups

h. BlueDolphin makes the following backups of Customer Data:

i. Daily: 5-day retention period;

ii. Weekly: 4-week retention period; and

iii. Monthly: 12-month retention period.

i. BlueDolphin charges the Customer a fee of EUR 1,000 for restoring a backup, unless the need to restore a backup is the result of BlueDolphin’s actions or omissions.

Other

j. BlueDolphin can only provide the support services and Service Levels if the Customer cooperates with BlueDolphin and does not deny or otherwise restrict access to the Customer’s BlueDolphin environment by BlueDolphin’s support staff.

5. Access to BlueDolphin

5.1. BlueDolphin will provide the Customer with one Access Tool at an email address of an administrator of the Customer to be shared by the Customer. The Access Tool is strictly personal and cannot be transferred to anyone other than the Customer. The Access Tool is intended exclusively for use within the Customer’s organisation. Using the Access Tool, the Customer can create and delete Access Tools for Users and manage permissions.

5.2. It is the Customer’s responsibility to adequately secure the Access Tool in order to prevent unauthorised use. The Customer shall immediately notify BlueDolphin if it discovers or suspects that the Access Tool is being used in an unauthorised manner.

5.3. The Customer may request BlueDolphin to block the Access Tool, after which BlueDolphin will block the Access Tool without unreasonable delay and provide the Customer with a new Access Tool.

5.4. BlueDolphin also has the right at all times to block or change the Access Tool on its own initiative if BlueDolphin is aware of or has reasonable suspicion of unauthorised use of the Access Tool. In that case, BlueDolphin will inform the Customer without undue delay about the blocking or changing of the Access Tool and BlueDolphin will provide the Customer with a new Access Tool.

5.5. BlueDolphin is not liable for damage suffered by the Customer and/or third parties as a result of the blocking of the Access Tool.
5.6. BlueDolphin is not liable for damage or costs resulting from the use or misuse of Access Tool, unless the misuse is the direct result of intent or deliberate recklessness on the part of BlueDolphin’s management.

6. Use of BlueDolphin

6.1. The Customer is responsible for implementing BlueDolphin and managing the environment. Use of BlueDolphin requires at least a computer with an adequate internet connection and a commonly used and up-to-date internet browser.

6.2. BlueDolphin makes no warranties, either express or implied, regarding the suitability of BlueDolphin for a particular purpose, its quality or its suitability for the Customer’s specific needs. It is the Customer’s responsibility to assess whether BlueDolphin is suitable for the intended purposes prior to entering into this Agreement.

6.3. When using BlueDolphin, the Customer shall protect its (peripheral) equipment, software, infrastructure and internet connection (and, where applicable, all of the aforementioned items belonging to its Users) against viruses, computer crime and (other) unauthorised use by User(s) and/or third parties.

6.4. When using BlueDolphin, the Customer shall not:

a. spread (computer) viruses or other files that could damage BlueDolphin or its proper functioning;

b. perform or cause to be performed any actions that may disrupt BlueDolphin, (computer) networks or infrastructures (of other Users) or that cause nuisance, limited use or unforeseen use (for other users);

c. infringe (or attempt to infringe) on the security of BlueDolphin (including hacking);

d. perform or omit actions that he knows or should reasonably have foreseen could lead to the use of BlueDolphin in a manner that is punishable or unlawful towards BlueDolphin and/or third parties or infringes their (intellectual property) rights;

e. disclose, reproduce or otherwise use information and data provided by BlueDolphin in the context of BlueDolphin, other than for use in the context of the Agreement and within the Customer’s internal business operations.

6.5. The Customer shall ensure that the User complies with the above restrictions and the other obligations arising from this Agreement.

6.6. If any of the aforementioned obligations are breached, the Customer and the User(s) concerned shall be obliged to follow BlueDolphin’s reasonable instructions in that regard.

6.7. BlueDolphin has the right to suspend the BlueDolphin service or block access to BlueDolphin by deactivating the Access Tool if it has reasonable grounds to suspect that BlueDolphin and/or the Access Tool is being used by the Customer and/or a User in violation of the provisions of this Agreement. The Customer’s payment obligation shall remain in force for as long as the BlueDolphin service or the Access Tool is suspended.

6.8. The Customer is not permitted to allow third parties to use BlueDolphin.

7. Special provisions regarding the use of BlueDolphin AI

7.1. The role of BlueDolphin under the AI Regulation is defined for each AI System in the AI Appendix.

7.2. The Customer shall:

a. provide BlueDolphin, at its first written request, with the reasonable support and information necessary to comply with legal obligations.

b. refrain from entering personal data into the BlueDolphin AI.

c. ensure that the data and information provided to the BlueDolphin AI are lawful.

d. use the BlueDolphin AI exclusively in accordance with the intended use as described in the AI Appendix.

e. not make excessive or repetitive requests (which may result in throttling) or cause significantly increased costs for BlueDolphin through excessive use of the BlueDolphin AI.

f. comply with the specific requirements that may apply to specific AI systems, which are included in the AI Appendix.

7.3. BlueDolphin may make changes to the BlueDolphin AI if this is necessary to comply with the requirements of the AI Regulation. Functionalities may be added, changed or phased out. Changes to the BlueDolphin AI may also occur if a supplier makes changes to Third-Party AI. If a functionality of the BlueDolphin AI changes materially and to the detriment of the Customer, BlueDolphin will inform the Customer 30 days in advance and give the Customer the right to terminate the use of the BlueDolphin AI until the changes take effect, in which case the Customer will be refunded prepaid fees for the BlueDolphin AI on a pro rata basis.

7.4. The Customer is aware of the risks associated with the use of the BlueDolphin AI. BlueDolphin cannot be held liable for such risks, including, but not limited to: (i) hallucination of the BlueDolphin AI; (ii) varying or incorrect AI System Output; (iii) outdated information and/or changed circumstances; (iv) infringement of third-party intellectual property rights; (v) bias. The Customer must always verify the accuracy and suitability of the AI System Output before using it for any purpose.

7.5. BlueDolphin reserves the right to modify the AI Appendix if necessary to ensure that the AI Appendix is an accurate representation of the BlueDolphin AI.

7.6. BlueDolphin may use all input data, AI System Output, user prompts or other materials entered by the Customer into the BlueDolphin AI for technical troubleshooting. BlueDolphin will treat such information as confidential and private.

7.7. BlueDolphin may use all input data, AI System Output, user prompts or other materials entered by the Customer into the BlueDolphin AI as Training Data for training and improving the BlueDolphin AI. BlueDolphin will take reasonable measures to de-identify the Training Data. The Customer may object in writing to the use of its data for training and improvement purposes by means of a written (may be by email) notification to BlueDolphin. BlueDolphin will not share Training Data with third parties.

8. Security and confidentiality

8.1. BlueDolphin treats Customer Data as confidential and has taken appropriate security measures to protect Customer Data, taking into account the state of the art, the sensitivity of the information and the costs associated with the security measures taken. A more detailed overview of the security measures BlueDolphin uses to protect BlueDolphin will be provided to the Customer upon request.

8.2. BlueDolphin does not guarantee that the information security provided will be effective under all circumstances. BlueDolphin is never obliged to restore damaged or lost data.

8.3. The Parties shall endeavour to keep all confidential information received from the other Party secret. The Party receiving this information shall only use it for the purpose for which it was provided. The Party providing the information shall remain the exclusive owner thereof at all times and it shall be returned to that Party upon first request, unless a legal provision prohibits this.

8.4. The Parties undertake to take all reasonable measures to ensure the confidentiality of confidential information received by them. The Parties shall comply with reasonable instructions from each other in this regard.

9. Fees and invoices

9.1. All fees, rates and costs charged by BlueDolphin are exclusive of VAT and exclusive of travel and accommodation costs.

9.2. The fees for services will be invoiced annually in advance by BlueDolphin to the Customer.

9.3. All work performed by BlueDolphin at the request of the Customer that falls outside the agreed services on the Order Form will only be charged separately to the Customer if agreed between the Parties.

9.4. The Customer must notify BlueDolphin of any objections to an invoice within two weeks of the invoice date, failing which the invoice will be deemed to have been accepted by the Customer.

9.5. Invoices must be paid within 30 days of the invoice date. If a payment term is exceeded, the Customer will be in default by operation of law without notice of default being required. In that case, BlueDolphin has the right to suspend its obligations and thus restrict or block access to or use of BlueDolphin. Interest of 1% per month is payable on the outstanding amount. Partial payments will first be used to settle the outstanding interest and then to pay outstanding invoice amounts. BlueDolphin may choose to charge a collection fee of 15% for extrajudicial collection costs or to charge the actual extrajudicial costs with a minimum of EUR 100.

9.6. Without prejudice to other legal remedies, if the Customer fails to pay or does not pay on time, BlueDolphin has the right to transfer the claim to third parties for collection. All judicial and extrajudicial costs are for the account of the Customer.

9.7. Each year, BlueDolphin will adjust all applicable fees and rates by 7% or the percentage of the Consumer Price Index of Statistics Netherlands applicable at that time, whichever percentage is higher.

10. Personal data

10.1. In order to deliver and make BlueDolphin available, BlueDolphin processes certain (personal) information relating to the Customer and its IT architecture and processes. BlueDolphin processes personal data as a controller in accordance with its privacy statement, available at https://www.bluedolphin.io/privacy-statement/.

 

11. Liability and indemnities

11.1. BlueDolphin’s total liability for any attributable failure to perform the Agreement or on any other basis is limited to compensation for direct damage. BlueDolphin’s liability for indirect damage, including but not limited to consequential damage, lost profit, lost savings, reduced goodwill, damage due to business interruption, damage as a result of third-party claims, corruption or loss of data, damage related to the use of third-party products, materials or software prescribed by the Customer to BlueDolphin, damage related to the use of suppliers prescribed by the Customer to BlueDolphin, damage caused by or resulting from incorrect or incomplete information provided by the Customer, is completely excluded.

11.2. The amount of BlueDolphin’s liability is limited to the amount paid out by BlueDolphin’s insurance for the case in question. If, for any reason, BlueDolphin’s insurance does not pay out any compensation, the amount of BlueDolphin’s liability per case, whereby a series of related events are considered to be one case, is limited to the total amount of compensation (excluding VAT) owed and paid by the Customer to BlueDolphin in the six months prior to the month in which the event causing the damage first occurred.

11.3. Under no circumstances shall BlueDolphin’s total liability, on any grounds whatsoever, including liability for death, personal injury or material damage to property, exceed € 100,000.00 per year.

11.4. If the work performed by BlueDolphin is carried out on behalf of several legal entities, the limitations of liability referred to in this article with regard to the Agreement shall apply to all legal entities involved jointly.

11.5. The limitations of liability shall lapse if and insofar as the damage is the result of intent or deliberate recklessness on the part of BlueDolphin or its managerial staff.

11.6. The exclusions and limitations included in this article do not affect other limitations and exclusions included in this Agreement.

11.7. At the risk of forfeiting the right to compensation, the Customer must report the damage to BlueDolphin in writing within a period of 24 months after the claim arose, unless the Customer has filed a legal claim for compensation before this period expires.

11.8. If, according to the Agreement concluded between the Parties, the Customer consists of several natural persons and/or legal entities, each of these natural persons and/or legal entities is jointly and severally liable to BlueDolphin for the performance of the Agreement.

11.9. The Customer indemnifies BlueDolphin against all claims from third parties arising from or related to the Customer’s use of BlueDolphin in breach of the Agreement.

11.10. The Customer indemnifies BlueDolphin against claims from third parties, including employees of BlueDolphin, who suffer damage in connection with the performance of the Agreement as a result of acts or omissions on the part of the Customer or unsafe situations within its organisation.

11.11. The provisions contained in this article and all other limitations and exclusions of liability in this Agreement also apply in favour of all natural persons and legal entities engaged by BlueDolphin in the performance of the Agreement.

12. Force majeure

12.1. Neither Party shall be obliged to fulfil any obligation under this Agreement, including any warranty obligation agreed between the Parties, if a Party is prevented from doing so as a result of force majeure.

12.2. Force majeure on the part of BlueDolphin includes, among other things: (i) force majeure on the part of BlueDolphin’s suppliers, (ii) the failure of BlueDolphin’s suppliers to properly fulfil their obligations, (iii) defects in goods, equipment, software or materials from third parties whose use by the Customer has been prescribed to BlueDolphin, (iv) government measures, (v) power failures, (vi) failures of the internet, data network or telecommunications facilities, (vii) war, (viii) strikes, (ix) embargoes, (x) government measures, (xi) general transport problems and (xii) epidemic or pandemic situations.

12.3. If a situation of force majeure lasts longer than sixty (60) days and the Agreement cannot be fulfilled as a result, each of the Parties has the right to terminate the Agreement in writing by means of a registered letter. Services already performed under the Agreement will be settled on a pro rata basis, without the Parties owing each other anything else.

13. Term of the Agreement

13.1. The Agreement shall enter into force on the date of signature by both Parties. The Customer shall ensure that it has the necessary facilities to use BlueDolphin after the Agreement has been concluded.

13.2. The Agreement is entered into for the term specified in the Order Form, in the absence of which the term will be 1 (one) year. After the initial term, the Agreement will be tacitly renewed for additional periods of one (1) year.

14. Termination and cancellation of the Agreement

14.1. The Customer and BlueDolphin may each terminate the Agreement in writing or reduce the services purchased as described in the Agreement at the end of the agreed term, subject to a notice period of at least two (2) months.

14.2. Either Party may terminate the Agreement with immediate effect in writing if the other Party:

a. fails to fulfil an essential obligation under this Agreement, after having been given written notice of default and the other Party has not fulfilled its obligations within a reasonable period of time, unless there is a permanent inability to fulfil its obligations;

b. becomes insolvent or bankruptcy proceedings are initiated against it;

c. applies for or is granted a (provisional) moratorium on payments;

d. ceases its business (almost) completely.

14.3. BlueDolphin has the right to terminate the Agreement with immediate effect in writing if the other Party transfers its business or substantial control thereof in whole or in part to a third party.

15. Consequences of termination

15.1. In the event of termination of the Agreement by BlueDolphin, BlueDolphin is not obliged to make any payment, compensation or damages to the Customer. BlueDolphin has the right to demand full payment and/or compensation as a result of the Customer’s failure to comply with the Agreement.

15.2. Upon termination of the Agreement for any reason whatsoever, all licenses for the use of BlueDolphin shall lapse.

15.3. BlueDolphin is not subject to any (statutory) retention period with regard to the data entered by the Customer after termination of the Agreement, other than as expressly stated in this article. If the Customer has not indicated in good time in accordance with Article 3.3 that it wishes to receive a backup of the Customer Data, BlueDolphin shall be entitled and shall, without prejudice to the provisions of any applicable privacy policy and/or any applicable data processing agreement, permanently delete all Customer Data stored in BlueDolphin 30 (thirty) days after termination of the Agreement.

16. Applicable law and disputes

16.1. This Agreement and all disputes and claims arising from it shall be governed by and construed in accordance with Dutch law. The United Nations Convention on Contracts for the International Sale of Goods (Vienna Sales Convention) shall not apply.

16.2. All disputes between BlueDolphin and the Customer arising directly or indirectly from these Agreements shall be submitted exclusively to the competent court of Midden-Nederland, location Utrecht.

17. Other

17.1. By signing the Agreement, the Customer confirms that all information provided by the Customer to BlueDolphin is complete and correct.

17.2. BlueDolphin may unilaterally amend these BlueDolphin General Terms and Conditions. BlueDolphin will inform the Customer of the amended terms and conditions prior to their entry into force, no later than one month prior to their entry into force. If the new terms and conditions are materially disadvantageous to the Customer, the Customer has the right to terminate the Agreement until the new terms and conditions take effect by notifying BlueDolphin in writing. In that case, the Customer will receive a pro rata refund from BlueDolphin for any advance payments made.

17.3. The Customer is not permitted to transfer the rights and/or obligations under this Agreement, in whole or in part, to a third party. BlueDolphin has the right to sell, transfer or pledge its claims for payment or amounts due to a third party.

17.4. The Customer may not suspend any payment or set off any amounts owed to BlueDolphin.

17.5. Deviations from and additions to this Agreement are only valid if agreed in writing between the Parties.

17.6. If any provision of the Agreement is invalid or void, the remaining provisions of the Agreement shall remain in full force and effect. In such case, the Parties shall agree on new provisions to replace the invalid or void provisions.

17.7. If and insofar as a provision of an Agreement cannot be invoked on the grounds of reasonableness and fairness or its unreasonably onerous nature,
the provision in question shall be given a meaning that is as similar as possible in terms of content and scope, so that it can be invoked.

BlueDolphin B.V. – General Terms and Conditions, 2026

18. Download PDF

To download a PDF of this document, please click here.

1. Definities

1.1. AI Bijlage: de bijlage zoals gepubliceerd op de website van BlueDolphin.

1.2. AI-Model: een algoritmisch model of programma dat gevolgtrekkingen, correlaties of voorspellingen maakt en of uitvoer genereert uit de invoergegevens die het ontvangt met behulp van een verscheidenheid aan architecturen, met inbegrip van maar niet beperkt tot neurale netwerken, deep learning, transformers, beslisbomen, supportvectormachines en k-nearest neighbour-modellen.

1.3. AI-Systeem: heeft de betekenis zoals gedefinieerd in artikel 3, lid 1, van de AI-Verordening.

1.4. AI-Systeemoutput alle output van de BlueDolphin AI, inclusief de output die door een gebruikersprompt is geïnitieerd.

1.5. AI Van Derden: betekent elk AI-Systeem of AI-Model van een derde dat is opgenomen in of wordt gebruikt als basis voor de BlueDolphin AI, of dat wordt gebruikt in combinatie met de BlueDolphin AI, voor zover van toepassing.

1.6. AI-Verordening: Verordening (EU) 2024/1689 van de Europese Unie betreffende op kunstmatige intelligentie gebaseerde systemen.

1.7. BlueDolphin: de applicatie die BlueDolphin ontwikkelt en aanbiedt aan haar klanten als hulpmiddel om inzichten te verkrijgen in de functionaliteit en efficiëntie van hun IT-landschappen en/of processen en die als Software as a Service (SaaS) aan de Klant beschikbaar wordt gesteld, waaronder tevens begrepen alle updates, upgrades en wijzigingen en de BlueDolphin AI indien van toepassing.

1.8. Gebruiker: een persoon in de organisatie van de Klant met een geregistreerd account voor het gebruik van BlueDolphin zoals nader gedetailleerd in het Orderformulier.

1.9. Klant: de organisatie die van BlueDolphin een betaalde licentie voor het gebruik van BlueDolphin heeft verkregen, zoals nader omschreven in deze Overeenkomst.

1.10. Klantgegevens: alle door de Klant in BlueDolphin opgeslagen gegevens, doorgaans beperkt tot gegevens met betrekking tot de beschrijvingen van het IT-landschap van de Klant en hoe dit de bedrijfsprocessen ondersteunt.

1.11. Orderformulier: het tussen Partijen overeengekomen formulier waarop staat omschreven welke diensten BlueDolphin aan de Klant levert en tegen welke vergoeding.

1.12. Overeenkomst: het Orderformulier zoals tussen Partijen overeengekomen, deze algemene voorwaarden en andere overeengekomen afspraken, voorwaarden en bijlagen.

1.13. Partij(en): BlueDolphin en/of de Klant.

1.14. Toegangsmiddel: de combinatie van een toegangscode en gebruikersnaam waarmee toegang kan worden verkregen tot BlueDolphin, of andere informatie of een ander middel voor de Klant en/of Gebruiker om op legitieme wijze toegang te verkrijgen tot BlueDolphin.

1.15. Trainingsdata: heeft de betekenis zoals gedefinieerd in artikel 3, lid 29, van de AI-Verordening.

1.16. BlueDolphin AI: betekent het/de AI-Systeem(en) en/of AI-Model(len) (inclusief AI Van Derden indien van toepassing) die door BlueDolphin aan de Klant ter beschikking worden gesteld zoals beschreven in de AI Bijlage.

2. Licentie voor BlueDolphin en intellectuele eigendom

2.1. Alle intellectuele eigendomsrechten in of met betrekking tot BlueDolphin berusten bij BlueDolphin en/of haar licentiegevers.

2.2. BlueDolphin verleent de Klant een niet-exclusief, niet-overdraagbaar en niet-sublicentieerbaar gebruiksrecht op BlueDolphin voor de duur van de Overeenkomst.

2.3. Het gebruiksrecht op BlueDolphin strekt zich uit tot de conform het Orderformulier afgenomen functionaliteiten. De Klant kan geen aanspraak maken op enig gebruiksrecht op functionaliteiten die BlueDolphin niet operationeel beschikbaar heeft gesteld aan al haar klanten. De Klant mag BlueDolphin of delen daarvan op geen enkele wijze beschikbaar stellen of anderszins distribueren aan derden, of de applicatie en de software waarop deze is gebaseerd publiekelijk tonen, wijzigen, aanpassen, kopiëren en/of anderszins reproduceren.

3. Klantgegevens

3.1. Alle Klantgegevens blijven te allen tijde eigendom van de Klant.

3.2. De Klant is verantwoordelijk voor de juistheid van de ingevoerde Klantgegevens en het onderhoud daaraan.

3.3. De Klant kan op elk moment, maar uiterlijk tot 15 werkdagen na beëindiging van de Overeenkomst (om welke reden dan ook), BlueDolphin verzoeken om overdracht van de Klantgegevens. Op voorwaarde dat de Klant aan alle betalingsverplichtingen heeft voldaan, zal BlueDolphin de Klantgegevens in een standaardformaat, zoals CSV of AMEFF, aan de klant overdragen binnen 10 werkdagen na ontvangst van het verzoek.

4. 4.Beschikbaarheid van BlueDolphin

4.1. BlueDolphin wordt beschikbaar gesteld als software as a service en door BlueDolphin gehost in een cloudomgeving. De Klant heeft geen recht (een deel van) de software van BlueDolphin op een fysieke drager te ontvangen.

4.2. BlueDolphin wordt geleverd ‘as-is’, in de staat waarin deze zich bevindt. BlueDolphin garandeert niet dat BlueDolphin foutloos, ononderbroken of zonder storingen zal functioneren of dat de gegevens die erin zijn opgenomen te allen tijde volledig beschermd, juist of volledig zijn. BlueDolphin zal zich inspannen om de fouten in BlueDolphin te herstellen, zulks in overeenstemming met de Servicelevels. Indien daartoe aanleiding bestaat, kan BlueDolphin het verhelpen van gebreken uitstellen tot een nieuwe versie van BlueDolphin in gebruik is genomen. BlueDolphin garandeert niet dat gebreken in de software in BlueDolphin die zij niet zelf heeft ontwikkeld, kunnen en zullen worden verholpen. BlueDolphin heeft het recht om tijdelijke oplossingen, omwegen in de software of probleemvermijdende beperkingen te installeren in BlueDolphin.

4.3. BlueDolphin wordt als dienst geleverd en is aan verandering onderhevig, waardoor de functionaliteit van de software kan wijzigen. BlueDolphin is niet verplicht specifiek voor de Klant bepaalde kenmerken of functionaliteiten van BlueDolphin te onderhouden, te wijzigen of toe te voegen. Indien een functionaliteit in BlueDolphin niet langer wordt aangeboden en/of onderhouden en er geen gelijkwaardig of beter alternatief wordt aangeboden, dan informeert BlueDolphin de Klant hierover schriftelijk en ten minste 1 (één) maand voorafgaand aan de uitfasering. Indien het beëindiging van materiële functionaliteit van BlueDolphin betreft en de contracttermijn van de Klant op het moment van kennisgeving langer duurt dan de kennisgevingstermijn, dan kan de Klant de Overeenkomst schriftelijk beëindigen tot de betreffende functionaliteit wordt beëindigd. In een dergelijk geval heeft de Klant recht op een pro rata restitutie van hetgeen vooruitbetaald.

4.4. BlueDolphin hanteert de volgende ondersteunende diensten en servicelevels voor BlueDolphin:

Up- en downtime

a. BlueDolphin hanteert voor Gebruikers een beschikbaarheidspercentage van 99,5% op jaarbasis, gemeten als voortschrijdende periode van 12 maanden vanaf inwerkingtreding van de Overeenkomst. Onbeschikbaarheid of ontoengankelijkheid van BlueDolphin (downtime) telt niet mee bij de berekening van het beschikbaarheidspercentage indien is voldaan aan een of meer van de volgende omstandigheden:
i. downtime als gevolg van aangekondigd onderhoud, noodonderhoud aan BlueDolphin of in verband met de release van nieuwe versies van BlueDolphin. BlueDolphin zal zich inspannen om voornoemde werkzaamheden zoveel mogelijk buiten de gebruikelijke kantooruren uit te voeren en zo snel redelijkerwijs mogelijk uit te voeren;

ii. downtime als gevolg van storingen of onderbrekingen in de communicatielijnen, dataverbindingen en/of computersystemen buiten het datacenter waar BlueDolphin wordt gehost;

iii. downtime veroorzaakt door software die niet van BlueDolphin is;

iv. downtime omdat activiteiten van derden storingen of onderbrekingen in BlueDolphin veroorzaken; of

v. downtime als gevolg van overmacht zoals gedefinieerd in de Overeenkomst.

b. BlueDolphin zal de Klant als volgt over downtime informeren:

i. over gepland onderhoud: ten minste 14 werkdagen vóór aanvang van dergelijke werkzaamheden en, waar mogelijk, onder vermelding van een inschatting van de impact op de toegankelijk van BlueDolphin;

ii. over ongepland onderhoud: zo snel mogelijk vooraf of, indien vooraf informeren niet mogelijk is, achteraf; en

iii. over wijzigingen en toevoegen aan BlueDolphin, nadat een update heeft plaatsgevonden.

Helpdesk

c. BlueDolphin stelt via e-mail (support@BlueDolphin.io), door middel van chatfunctionaliteit en door middel van een online servicedeskportaal een helpdesk aan de Klant beschikbaar. De helpdesk is beschikbaar op werkdagen niet zijnde nationaal erkende feestdagen tussen 9:00 en 17:00 Nederlandse tijd. De volgende ondersteuning of ondersteuning ten aanzien van de volgende onderwerpen is niet bij de prijs van BlueDolphin inbegrepen en daarvoor zal BlueDolphin kosten in rekening brengen:

i. ondersteuning op locatie;

ii. gebruik van BlueDolphin door de Klant op een manier die niet is toegestaan op grond van de Overeenkomst;

iii. problemen met scripts die door de Klant zijn ontwikkeld;

iv. structurele werkzaamheden, zoals het realiseren en onderhouden van koppelingen met bronnen en BI-systemen voor rapporten;

v. algemene internet- of telecommunicatieproblemen, overmacht, gebeurtenissen of andere factoren die buiten de redelijke controle liggen van BlueDolphin;

vi. apparatuur, software, netwerkverbindingen of andere infrastructuur van de Klant;

vii. training, consultancy of andere diensten die niet uitdrukkelijk in zijn overeengekomen;

viii. systemen, handelingen of nalatigheden van derden.

d. Bij een helpdeskverzoek worden de volgende gegevens door BlueDolphin geregistreerd ter afhandeling van het verzoek:

i. beschrijving van het probleem en de handeling die tot het probleem heeft geleid, indien mogelijk met schermafbeeldingen;

ii. contactgegevens van de Gebruiker;

iii. een indicatie of de melding een verstoring, vraag, wens of aanvullende dienst betreft.

e. Urgentieniveau’s worden als volgt door BlueDolphin vastgesteld, tenzij Partijen gezamenlijk een urgentieniveau overeenkomen:

i. Urgentieniveau 1 – kritiek: wanneer er een kritieke storing optreedt in BlueDolphin en/of BlueDolphin in zijn geheel niet beschikbaar is voor alle Gebruikers. Het werk in BlueDolphin kan niet op een andere manier worden hervat.

ii. Urgentieniveau 2 – hoog: een belangrijke functionaliteit van BlueDolphin is niet volledig functioneel, beschikbaar of ontbreekt zodanig dat normaal gebruik van BlueDolphin door Gebruikers wordt belemmerd hoewel de software nog steeds beschikbaar is voor Gebruikers. Een workaround is niet mogelijk of zeer omslachtig.

iii. Urgentieniveau 3 – normaal: het gemelde incident beperkte impact op de werking of beschikbaarheid van BlueDolphin of de functionaliteiten ervan, of er is een workaround beschikbaar voor een incident van een hoger urgentieniveau. Het incident heeft slechts beperkte gevolgen voor de eindgebruikers.

iv. Urgentieniveau 4 – laag: algemene vragen, gebruikersvragen en incidenten die niet onder de andere urgentieniveaus vallen.

v. Aanvragen voor aanvullende diensten hebben geen urgentieniveau. BlueDolphin reageert daarop wanneer mogelijk op basis van beste inspanning.

f. BlueDolphin hanteert binnen standaard kantooruren de volgende reactietijden voor storingen:

i. Urgentieniveau 1: eerste reactie binnen 30 minuten nadat de storing bij BlueDolphin is gemeld.

ii. Urgentieniveau 2: eerste reactie binnen 1 uur nadat de storing bij BlueDolphin is gemeld.

iii. Urgentieniveau 3: eerste reactie binnen 2 uren nadat de storing bij BlueDolphin is gemeld.

iv. Urgentieniveau 4: eerste reactie binnen 4 uren nadat de storing bij BlueDolphin is gemeld.

g. Voor incidenten van urgentieniveau 1 is 24/7 ondersteuning beschikbaar. Buiten standaard kantooruren kan de helpdesk voor dergelijke gevallen benaderd worden op +31 30-7508954. In geval van misbruik van de helpdesk kan BlueDolphin aanvullende kosten bij de Klant in rekening brengen.
Back-ups

h. BlueDolphin maakt de volgende back-ups van Klantgegevens:

i. Dagelijks: 5 dagen bewaartermijn;

ii. Wekelijks: 4 weken bewaartermijn; en

iii. Maandelijks: 12 maanden bewaartermijn.

i. Voor het herstellen van een back-up brengt BlueDolphin bij de Klant een bedrag van EUR 1.000 in rekening, tenzij de noodzaak voor het herstellen van een back-up het gevolg is van het handelen of nalaten van BlueDolphin.

Overig

j. BlueDolphin kan de ondersteunende diensten en Servicelevels alleen bieden als de Klant meewerkt met BlueDolphin en het ondersteuend personeel van BlueDolphin niet de toegang tot de BlueDolphin-omgeving van de Klant ontzegt of anderszins beperkt.

5. Toegang tot BlueDolphin

5.1. BlueDolphin verstrekt de Klant één Toegangsmiddel op een door de Klant te delen e-mailadres van een beheerder van de Klant. Het Toegangsmiddel is strikt persoonlijk en kan niet worden overgedragen aan een ander dan de Klant. Het Toegangsmiddel is uitsluitend bedoeld voor gebruik binnen de organisatie van de Klant. Met behulp van het Toegangsmiddel kan de Klant Toegangsmiddelen voor Gebruikers aanmaken, verwijderen en machtigingen beheren.

5.2. Het is de verantwoordelijkheid van de Klant het Toegangsmiddel adequaat te beveiligen teneinde ongeloorloofd gebruik daarvan te voorkomen. De Klant stelt BlueDolphin onmiddellijk op de hoogte wanneer hij vaststelt of vermoedt dat het Toegangsmiddel op ongeoorloofde wijze wordt gebruikt.

5.3. De Klant kan BlueDolphin verzoeken het Toegangsmiddel te blokkeren, waarna BlueDolphin het Toegangsmiddel zonder onredelijke vertraging blokkeert en de Klant van een nieuw Toegangsmiddel voorziet.

5.4. BlueDolphin heeft daarnaast te allen tijde het recht om het Toegangsmiddel op eigen initiatief te blokkeren of te wijzigen indien BlueDolphin op de hoogte is of een redelijk vermoeden heeft van ongeoorloofd gebruik van het Toegangsmiddel. In dat geval informeert BlueDolphin de Klant zonder onredelijke vertraging over het blokkeren of wijzigen van het Toegangsmiddel en stelt BlueDolphin een nieuw Toegangsmiddel ter beschikking aan de Klant. BlueDolphin is niet aansprakelijk voor schade die de Klant en/of derden lijden als gevolg van de blokkering van het Toegangsmiddel.

5.5. BlueDolphin is niet aansprakelijk voor schade of kosten als gevolg van gebruik of misbruik van Toegangsmiddelen, tenzij het misbruik het directe gevolg is van opzet of bewuste roekeloosheid van het management van BlueDolphin.

6. Gebruik van BlueDolphin

6.1. De Klant is verantwoordelijk voor de implementatie van BlueDolphin en het beheren van de omgeving. Voor het gebruik van BlueDolphin is minimaal een computer met adequate internetverbinding vereist en een algemeen gangbare en bijgewerkte internetbrowser.

6.2. BlueDolphin geeft geen garanties, noch expliciet noch impliciet, met betrekking tot de geschiktheid van BlueDolphin voor een bepaald doel, de kwaliteit of de geschiktheid voor de specifieke behoeften van de Klant. Het is de verantwoordelijkheid van de Klant om voorafgaand aan het aangaan van deze Overeenkomst te beoordelen of BlueDolphin geschikt is voor de beoogde doeleinden.

6.3. Bij het gebruik van BlueDolphin beschermt de Klant zijn (rand)apparatuur, software, infrastructuur en internetverbinding (en voor zover toepassing al het voornoemde van zijn Gebruikers) tegen virussen, computercriminaliteit en (ander) ongeoorloofd gebruik door Gebruiker(s) en/of derden.

6.4. Bij het gebruik van BlueDolphin zal de Klant niet:

a. (computer)virussen of andere bestanden verspreiden die (de goede werking van) BlueDolphin kunnen beschadigen;

b. handelingen (laten) verrichten die BlueDolphin, (computer)netwerken of infrastructuren (van andere Gebruikers) kunnen verstoren of die overlast, beperkt gebruik of onvoorzien gebruik (voor andere gebruikers) veroorzaken;

c. inbreuk (proberen te) maken op de beveiliging van BlueDolphin (met inbegrip van hacken);

d. handelingen verrichten of nalaten waarvan hij weet of redelijkerwijs had moeten voorzien dat deze zouden kunnen leiden tot een gebruik van BlueDolphin dat strafbaar of onrechtmatig is jegens BlueDolphin en/of derden of inbreuk maakt op hun (intellectuele eigendoms)rechten;

e. informatie en gegevens die door BlueDolphin in het kader van BlueDolphin worden verstrekt, openbaar maken, verveelvoudigen of anderszins gebruiken, anders dan voor gebruik in het kader van de Overeenkomst en binnen de interne bedrijfsvoering van de Klant.

6.5. De Klant zorgt ervoor dat de Gebruiker zich houdt aan bovengenoemde beperkingen en de overige verplichtingen die voortvloeien uit deze Overeenkomst.

6.6. Indien een voornoemde verplichting wordt geschonden, zijn de Klant en de betreffende Gebruiker(s) gehouden de redelijke instructies van BlueDolphin in dat verband op te volgen.

6.7. BlueDolphin heeft het recht om de BlueDolphin-service op te schorten of de toegang tot BlueDolphin te blokkeren door het Toegangsmiddel buiten gebruik te stellen indien zij redelijke vermoedens heeft dat BlueDolphin en/of het Toegangsmiddel door de Klant en/of een Gebruiker in strijd met de bepalingen van deze Overeenkomst wordt gebruikt. De betalingsverplichting van de Klant blijft bestaan zolang de BlueDolphin-service of het Toegangsmiddel zijn opgeschort.

6.8. Het is de Klant niet toegestaan derden gebruik te laten maken van BlueDolphin.

7. Gebruik van BlueDolphin

7. Bijzondere bepalingen ten aanzien van het gebruik van BlueDolphin AI

7.1. De rol van BlueDolphin onder de AI-Verordening is per AI-Systeem gedefinieerd in de AI Bijlage.

7.2. De Klant zal:

a. BlueDolphin op diens eerste schriftelijk verzoek voorzien van de redelijke ondersteuning en informatie die noodzakelijk is om aan wettelijke verplichtingen te voldoen.

b. zich onthouden van het invoeren van persoonsgegevens in de BlueDolphin AI.

c. ervoor zorgen dat de gegevens en informatie die aan de BlueDolphin AI worden verstrekt rechtmatig zijn.

d. de BlueDolphin AI uitsluitend gebruiken overeenkomstig het beoogde gebruik zoals beschreven in de AI Bijlage.

e. geen overmatige of repetitieve verzoeken doen (wat kan resulteren in throttling) of aanzienlijk verhoogde kosten voor BlueDolphin veroorzaken door excessief gebruik van de BlueDolphin AI.

f. voldoen aan de specifieke vereisten die van toepassing kunnen zijn op specifieke AI-systemen, die zijn opgenomen in de AI Bijlage.

7.3. BlueDolphin mag wijzigingen aanbrengen in de BlueDolphin AI indien dit noodzakelijk is om te voldoen aan de vereisten van de AI-Verordening. Functionaliteiten kunnen worden toegevoegd, gewijzigd of uitgefaseerd. Veranderingen in de BlueDolphin AI kunnen ook optreden indien een leverancier wijzigingen doorvoert in AI Van Derden. Indien een functionaliteit van de BlueDolphin AI materieel en in het nadeel van de Klant wijzigt, zal BlueDolphin de Klant 30 dagen van tevoren informeren en de Klant het recht geven het gebruik van de BlueDolphin AI op te zeggen tot het moment waarop de wijzigingen van kracht worden, in welk geval de Klant vooruitbetaalde vergoedingen voor de BlueDolphin AI naar rato terugbetaald krijgt.

7.4. Klant is bekend met de risico’s die gepaard gaan met het gebruik van de BlueDolphin AI. BlueDolphin kan niet aansprakelijk worden gehouden voor dergelijke risico’s, waaronder, maar niet beperkt tot: (i) hallucinatie van de BlueDolphin AI; (ii) variërende of onjuiste AI-Systeemoutput; (iii) verouderde informatie en/of gewijzigde omstandigheden; (iv) inbreuk op intellectuele-eigendomsrechten van derden; (v) vooringenomenheid. Klant dient de juistheid en geschiktheid van de AI-Systeemoutput altijd te verifiëren voordat deze voor enig doel wordt gebruikt.

7.5. BlueDolphin behoudt zich het recht voor de AI Bijlage te wijzigen indien dit noodzakelijk is om ervoor te zorgen dat de AI Bijlage een juiste weergave is van de BlueDolphin AI.

7.6. BlueDolphin mag alle ingevoerde gegevens, AI-Systeemoutput, gebruikersprompts of andere materialen die door Klant in de BlueDolphin AI worden ingevoerd gebruiken voor technische probleemoplossing. BlueDolphin zal dergelijke informatie vertrouwelijk en privé behandelen.

7.7. BlueDolphin mag alle ingevoerde gegevens, AI-Systeemoutput, gebruikersprompts of andere materialen die door Klant in de BlueDolphin AI worden ingevoerd gebruiken als Trainingsdata voor het trainen en verbeteren van de BlueDolphin AI. BlueDolphin zal redelijke maatregelen nemen om de Trainingsdata te de-identificeren. Klant kan schriftelijk bezwaar maken tegen het gebruik van haar gegevens voor trainings- en verbeterdoeleinden door middel van een schriftelijke (mag per e-mail) kennisgeving aan BlueDolphin. BlueDolphin zal Trainingsdata niet met derden delen..

8. Beveiliging en vertrouwelijkheid

8.1. BlueDolphin behandelt Klantgegevens als vertrouwelijk en heeft heeft passende beveiligingsmaatregelen getroffen om Klantgegevens te beschermen, gelet op de stand van de techniek, de gevoeligheid van de informatie en de kosten die met de getroffen beveiligingsmaatregelen gemoeid zijn. Een meer gedetailleerd overzicht van de beveiligingsmaatregelen die BlueDolphin gebruikt om BlueDolphin te beschermen, zal op verzoek aan de Klant worden verstrekt.

8.2. BlueDolphin staat er niet voor in dat de geboden informatiebeveiliging onder alle omstandigheden effectief is. BlueDolphin is nooit verplicht om beschadigde of verloren gegevens te herstellen.

8.3. Partijen streven ernaar alle van de andere Partij ontvangen vertrouwelijke informatie geheim te houden. De Partij die deze informatie ontvangt, zal daarvan slechts gebruikmaken voor het doel waarvoor deze informatie is verstrekt. De Partij door wie de informatie is verstrekt, blijft te allen tijde exclusief rechthebbende daarvan en wordt op eerste verzoek aan die Partij geretourneerd, tenzij een wettelijke bepaling zich hiertegen verzet.

8.4. Partijen verbinden zich ertoe de redelijkerwijs van haar te vergen maatregelen te treffen om geheimhouding te verzekeren van door haar
ontvangen vertrouwelijke informatie. Partijen zullen redelijke aanwijzingen van elkaar ter zake in acht nemen.

9. Vergoedingen en facturen

9.1. Alle vergoedingen, tarieven en kosten die door BlueDolphin in rekening worden gebracht zijn exclusief BTW en exclusief reis- en verblijfkosten.

9.2. De vergoedingen voor diensten worden vooraf jaarlijks door BlueDolphin aan de Klant gefactureerd.

9.3. Alle werkzaamheden die BlueDolphin op verzoek van de Klant uitvoert die vallen buiten de afgesproken diensten op het Orderformulier, worden enkel apart bij de Klant in rekening gebracht indien tussen Partijen afgesproken.

9.4. De Klant dient haar eventuele bezwaren tegen een factuur binnen twee weken na factuurdatum aan BlueDolphin kenbaar te maken, bij gebreke waarvan de factuur door de Klant geacht wordt te zijn aanvaard.

9.5. Facturen dienen binnen 30 dagen na de factuurdatum te worden betaald. Bij overschrijding van een betalingstermijn is de Klant van rechtswege in verzuim zonder dat ingebrekestelling is vereist. BlueDolphin heeft in dat geval het recht om haar verplichtingen op te schorten en aldus de toegang tot of het gebruik van BlueDolphin te beperken of te blokkeren. Over het uitstaande bedrag is 1% rente per maand verschuldigd. Gedeeltelijke betalingen strekken eerst ter voldoening van de uitstaande rente en vervolgens ter betaling van uitstaande factuurbedragen. BlueDolphin kan ervoor kiezen om voor de buitengerechtelijke incassokosten een incassotarief van 15% in rekening te brengen of de werkelijke buitengerechtelijke kosten met een minimum van EUR 100 in rekening te brengen.

9.6. Onverminderd andere rechtsmiddelen heeft BlueDolphin, indien de Klant niet of niet tijdig betaalt, het recht de vordering ter incasso aan derden uit handen te geven. Alle gerechtelijke en buitengerechtelijke kosten zijn voor rekening van de Klant.

9.7. Jaarlijks zal BlueDolphin alle toepasselijke vergoedingen en tarieven aanpassen met 7% of het op dat moment geldende percentage van de Consumentenprijsindex van het Centraal Bureau voor de Statistiek, naargelang welk percentage het hoogst is.

10. Persoonsgegevens

10.1. Voor het leveren en beschikbaar stellen van BlueDolphin verwerkt BlueDolphin bepaalde (persoonlijke) informatie met betrekking tot de Klant en zijn IT-architectuur en -processen. BlueDolphin verwerkt persoonsgegevens als verwerkingsverantwoordelijke in overeenstemming met haar privacyverklaring, beschikbaar via https://www.BlueDolphin.com/privacy-and-terms.

 

11. Aansprakelijkheid en vrijwaringen

11.1. De totale aansprakelijkheid van BlueDolphin wegens een toerekenbare tekortkoming in de nakoming van de Overeenkomst of uit enige andere hoofde, is beperkt tot vergoeding van directe schade. De aansprakelijkheid van BlueDolphin voor indirecte schade, daaronder begrepen doch niet beperkt tot gevolgschade, gederfde winst, gemiste besparingen, verminderde goodwill, schade door bedrijfsstagnatie, schade als gevolg van aanspraken van derden, verminking of verlies van data, schade verband houdende met het gebruik van door de Klant aan BlueDolphin voorgeschreven producten, materialen of software van derden, schade verband houdende met de inschakeling van door de Klant aan BlueDolphin voorgeschreven toeleveranciers, schade welke ontstaat door of het gevolg is van onjuiste of onvolledige informatie zijdens de Klant, is volledig uitgesloten.

11.2. De hoogte van de aansprakelijkheid van BlueDolphin is beperkt tot hetgeen de verzekering van BlueDolphin voor het betreffende geval aan vergoeding uitkeert. Indien de verzekering van BlueDolphin om wat voor reden dan ook geen vergoeding uitkeert, dan is de hoogte van de aansprakelijkheid van BlueDolphin per geval, waarbij een reeks samenhangende gebeurtenissen te gelden hebben als één geval, beperkt tot het totaal aan vergoedingen (excl. btw) dat de Klant aan BlueDolphin verschuldigd is en heeft betaald in de zes maanden voorafgaand aan de maand waarin de schadeveroorzakende gebeurtenis zich voor het eerst heeft voorgedaan.

11.3. In geen geval zal de totale aansprakelijkheid van BlueDolphin, uit welke hoofde dan ook en waaronder tevens begrepen aansprakelijkheid voor schade door dood, lichamelijk letsel of wegens materiële beschadiging van zaken, meer bedragen dan € 100.000,00 per jaar.

11.4. Indien de door BlueDolphin uitgevoerde werkzaamheden worden uitgevoerd ten behoeve van meerdere rechtspersonen, dan gelden de in dit artikel bedoelde aansprakelijkheidsbeperkingen ten aanzien van de Overeenkomst voor alle betrokken rechtspersonen gezamenlijk.

11.5. De beperkingen van aansprakelijkheid komen te vervallen indien en voor zover de schade het gevolg is van opzet of bewuste roekeloosheid van BlueDolphin of haar leidinggegevend personeel.

11.6. De uitsluitingen en beperkingen opgenomen in dit artikel doen geen afbreuk aan andere beperkingen en uitsluitingen die in deze Overeenkomst zijn opgenomen.

11.7. Op straffe van verval van het recht tot schadevergoeding, dient de Klant de schade schriftelijk bij BlueDolphin te melden binnen een termijn van 24 maanden na het ontstaan van de vordering, tenzij vóór het verstrijken van
deze termijn door de Klant een rechtsvordering tot schadevergoeding is ingesteld.

11.8. Indien de Klant volgens de tussen Partijen gesloten Overeenkomst uit meerdere natuurlijke personen en/of rechtspersonen bestaat, is ieder van deze natuurlijke personen en/of rechtspersonen hoofdelijk aansprakelijk jegens BlueDolphin voor de nakoming van de Overeenkomst.

11.9. De Klant vrijwaart BlueDolphin tegen alle aanspraken van derden die voortvloeien uit of verband houden met het gebruik van BlueDolphin door de Klant in strijd met de Overeenkomst.

11.10. De Klant vrijwaart BlueDolphin voor aanspraken van derden, waaronder medewerkers van BlueDolphin, die in verband met de uitvoering van de Overeenkomst schade lijden welke het gevolg is van handelen of nalaten van de Klant of van onveilige situaties in diens organisatie.

11.11. De bepalingen opgenomen in dit artikel en alle andere beperkingen en uitsluitingen van aansprakelijkheid in deze Overeenkomst gelden ook ten gunste van alle natuurlijke personen en rechtspersonen die BlueDolphin inschakelt bij de uitvoering van de Overeenkomst.

 

12. Overmacht

12.1. Geen van de Partijen is gehouden tot nakoming van enige verplichting uit deze Overeenkomst, met inbegrip van enige tussen Partijen overeengekomen garantieverplichting, indien een Partij daartoe verhinderd is als gevolg van overmacht.

12.2. Onder overmacht aan de zijde van BlueDolphin wordt onder meer verstaan: (i) overmacht aan de zijde van de toeleveranciers van BlueDolphin, (ii) het niet naar behoren nakomen van verplichtingen door toeleveranciers van BlueDolphin, (iii) gebreken van zaken, apparatuur, software of materialen van derden waarvan het gebruik door de Klant aan BlueDolphin is voorgeschreven, (iv) overheidsmaatregelen, (v) stroomstoringen, (vi) storingen van het internet, datanetwerk of telecommunicatiefaciliteiten, (vii) oorlog, (viii) stakingen, (ix) embargo’s, (x) overheidsmaatregelen, (xi) algemene vervoersproblemen en (xii) epidemische of pandemische situaties.

12.3. Indien een situatie van overmacht langer dan zestig (60) dagen voortduurt en de Overeenkomst dientengevolge niet kan worden nagekomen, heeft elk van de Partijen het recht om de Overeenkomst schriftelijk op te zeggen door middel van een aangetekende brief. Prestaties die reeds op grond van de Overeenkomst zijn verricht, worden pro rata verrekend, zonder dat Partijen elkaar overigens iets verschuldigd zijn.

13. Looptijd van de Overeenkomst

13.1. De Overeenkomst treedt in werking op de datum van ondertekening door beide Partijen. De Klant zorgt ervoor dat hij over de benodigde faciliteiten beschikt om BlueDolphin te gebruiken na de totstandkoming van de Overeenkomst.

13.2. De Overeenkomst wordt aangegaan voor de looptijd die is aangegeven in het Orderformulier, bij ontbreken waarvan de looptij 1 (één) jaar zal zijn. Na de initiële looptijd wordt de Overeenkomst stilzwijgend verlengd, telkens voor een extra termijn van 1 (één) jaar.

14. Opzegging en beëindiging van de Overeenkomst

14.1. De Klant en BlueDolphin kunnen elk de Overeenkomst schriftelijk opzeggen of de afgenomen diensten zoals omschreven in de Overeenkomst naar beneden bijstellen, tegen het einde van de overeengekomen looptijd met inachtneming van een opzeg respectievelijk notificatietermijn van ten minste twee (2) maanden.

14.2. Elke Partij kan de Overeenkomst met onmiddellijke ingang schriftelijk opzeggen indien de andere Partij:

a. in gebreke blijft met de nakoming van een wezenlijke verplichting uit hoofde van deze Overeenkomst, na schriftelijk ingebreke te zijn gesteld en de andere Partij niet binnen een redelijke termijn alsnog aan zijn verplichtingen heeft voldaan, tenzij sprake is van blijvende onmogelijkheid tot nakoming;

b. insolvent wordt of ten aanzien daarvan een faillissementsprocedure wordt ingeleid;

c. (voorlopige) surséance van betaling aanvraagt of wordt verleend;

d. haar onderneming (vrijwel) volledig staakt.

14.3. BlueDolphin heeft het recht de Overeenkomst met onmiddellijke ingang schriftelijk opzeggen indien de andere Partij zijn onderneming of de wezenlijk zeggenschap daarin geheel of gedeeltelijk overdraagt aan een derde.

15. Gevolgen van de beëindiging

15.1. In geval van beëindiging van de Overeenkomst door BlueDolphin is BlueDolphin niet gehouden tot enige betaling, compensatie of schadevergoeding aan de Klant. BlueDolphin heeft het recht om volledige betaling en/of schadevergoeding te eisen als gevolg van het niet nakomen van de Overeenkomst door de Klant.

15.2. Op het moment dat de Overeenkomst om welke reden dan ook wordt beëindigd, vervallen alle licenties voor het gebruik van BlueDolphin.

15.3. Voor BlueDolphin geldt geen (wettelijke) bewaartermijn met betrekking tot de door de Klant ingevoerde gegevens na beëindiging van de Overeenkomst, anders dan uitdrukkelijk genoemd in dit artikel. Als de Klant niet tijdig in overeenstemming met artikel 3.3 heeft aangegeven dat hij een back-up van de Klantgegevens wenst te ontvangen, heeft BlueDolphin het recht en zal BlueDolphin, onverminderd hetgeen is bepaald in enig toepasselijk privacybeleid en/of enige toepasselijke gegevensverwerkingsovereenkomst, 30 (dertig) dagen na beëindiging van de Overeenkomst alle Klantgegevens die in BlueDolphin zijn opgeslagen, permanent verwijderen.

16. Toepasselijk recht en geschillen

16.1. Deze Overeenkomst en alle daaruit voortvloeiende geschillen en aanspraken worden uitsluitend beheerst door en uitgelegd naar Nederlands recht. Het Verdrag der Verenigde Naties inzake internationale koopovereenkomsten betreffende roerende zaken (Weens koopverdrag) is niet van toepassing.

16.2. Alle geschillen tussen BlueDolphin en de Klant die direct dan wel indirect voortvloeien uit deze Overeenkomsten worden bij uitsluiting voorgelegd aan de bevoegde rechtbank Midden-Nederland, locatie Utrecht.

 

17. Overig

17.1. Door het ondertekenen van de Overeenkomst bevestigt de Klant dat alle door de Klant aan BlueDolphin verstrekte informatie volledig en correct is.

17.2. BlueDolphin mag deze Algemene Voorwaarden BlueDolphin eenzijdig wijzigen. BlueDolphin informeert de Klant voorafgaand aan de inwerkingtreding over de gewijzigde voorwaarden, uiterlijk één maand voorafgaand aan de inwerkingtreding. Indien de nieuwe voorwaarden materieel in het nadeel van de Klant wijzigen, dan heeft de Klant het recht de Overeenkomst op te zeggen tot aan inwerkingtreding van de nieuwe voorwaarden door dit schriftelijk aan BlueDolphin te verklaren. De Klant krijgt in dat geval hetgeen vooruitbetaald naar rato terug van BlueDolphin.

17.3. Het is de Klant niet toegestaan om de rechten en/of verplichtingen uit deze Overeenkomst geheel of gedeeltelijk aan een derde over te dragen. BlueDolphin heeft het recht om haar vorderingen tot betaling of verschuldigde bedragen aan een derde te verkopen, over te dragen of te verpanden.

17.4. De Klant mag geen enkele betaling opschorten en evenmin aan BlueDolphin verschuldigde bedragen verrekenen.

17.5. Afwijkingen van en aanvullingen op deze Overeenkomst zijn alleen geldig als deze schriftelijk tussen de Partijen zijn overeengekomen.

17.6. Indien een bepaling van de Overeenkomst nietig is of vernietigd wordt, blijven de overige bepalingen van de Overeenkomst volledig van kracht. In voorkomend geval zullen de Partijen nieuwe bepalingen overeenkomen ter vervanging van de nietige of vernietigde bepalingen.

17.7. Indien en voor zover op een bepaling van een Overeenkomst geen beroep kan worden gedaan op grond van redelijkheid en billijkheid of het onredelijk bezwarend karakter daarvan, komt aan de desbetreffende bepaling wat betreft inhoud en strekking een zoveel mogelijk overeenkomstige betekenis toe, zodat daarop wel een beroep kan worden gedaan.

BlueDolphin B.V. – Algemene voorwaarden 2026

18. Download PDF

Klik hier om een PDF van dit document te downloaden.

 

 

1. Definitions

1.1. Access Tool: the combination of an access code and username that can be used to access BlueDolphin, or other information or means for the Customer and/or User to legitimately access BlueDolphin.

1.2. Agreement: the Order Form as signed by both Parties, these general terms and conditions and other arrangements, conditions and appendices, all as mutually agreed upon in writing.

1.3. AI Appendix: the appendix as published on the BlueDophin Solutions website.

1.4. AI Model: an algorithmic model or programme that makes inferences, correlations or predictions and/or generates output from the input data it receives using a variety of architectures, including but not limited to neural networks, deep learning, transformers, decision trees, support vector machines and k-nearest neighbour models.

1.5. AI System: a machine-based system that is designed to operate with varying levels of autonomy and that may exhibit adaptiveness after deployment, and that, for explicit or implicit objectives, infers, from the input it receives, how to generate outputs such as predictions, content, recommendations, or decisions that can influence physical or virtual environments.

1.6. AI System Output: all output from the BlueDolphion AI, including output initiated by a user prompt.

1.7. BlueDolphin: the application that BlueDophin Solutions develops and offers to its customers as a tool to gain insights into the functionality and efficiency of their IT landscapes and/or processes and which is made available to the Customer as Software as a Service (SaaS), including all updates, upgrades and modifications and the ValueBlue AI, if applicable.

1.8. Customer: the organisation that has obtained a paid license from BlueDophin Solutions for the use of BlueDolphin, as further described in this Agreement.

1.9. Customer Data: all data stored by the Customer in BlueDolphin, generally limited to data relating to descriptions of the Customer’s IT landscape and how it supports business processes.

1.10. Order Form: the form agreed between the Parties, which describes the services BlueDophin Solutions provides to the Customer and the fee for these services.

1.11. Party(ies): BlueDolphin Solutions Inc. (“BlueDolphin Solutions”) and/or the Customer.

1.12. Third-Party AI: means any third-party AI System or AI Model that is incorporated into or used as a basis for the ValueBlue AI, or that is used in conjunction with the ValueBlue AI, as applicable.

1.13. User: a person within the Customer’s organisation with a registered account for the use of BlueDolphin, as detailed in the Order Form.

1.14. BlueDolphin AI: means the AI System(s) and/or AI Model(s) (including Third-Party AI, if applicable) made available to the Customer by or on behalf of BlueDophin Solutions as described in the AI Appendix.

2. License for BlueDolphin and intellectual property

2.1. All current and future intellectual property rights in or relating to BlueDolphin are vested in BlueDophin Solutions and/or its licensors, This applies even if BlueDolphin and/or services have been specifically designed, developed or complied for Customer.

2.2. BlueDophin Solutions grants the Customer a non-exclusive, non-transferable and non-sublicensable right to use BlueDolphin for the duration of the Agreement.

2.3. The right to use BlueDolphin extends to the functionalities purchased in accordance with the Order Form. The Customer cannot claim any right of use to functionalities that BlueDophin Solutions has not made operationally available to all its customers. The Customer may not make BlueDolphin or parts thereof available or otherwise distribute it to third parties in any way, or publicly display, modify, adapt, copy and/or otherwise reproduce the application and the software on which it is based.

3. Customer Data

3.1. All Customer Data remains the property of the Customer at all times.

3.2. The Customer is responsible for the accuracy of the Customer Data entered and for its maintenance.

3.3. Right before or after termination of the Agreement, the Customer may request BlueDolphin Solutions by email to support@bluedolphin.ai] to transfer the Customer Data at any time, but no later than 15 business days after termination of the Agreement (for whatever reason). Provided that the Customer has fulfilled all payment obligations, BlueDolphin Solutions will transfer the Customer Data to the Customer in a standard format, such as CSV or AMEFF, within 10 working days of receiving the request.

4. Availability of BlueDolphin

4.1. BlueDolphin is made available as software as a service and hosted by BlueDolphin Solutions or one or more of its affiliated companies in a cloud environment. The Customer is not entitled to receive (part of) the BlueDolphin software on a physical medium.

4.2. BlueDolphin is delivered ‘as is’, in its current state. BlueDolphin Solutions does not guarantee that BlueDolphin will function without errors, interruptions or malfunctions, or that the data contained therein will be fully protected, accurate or complete at all times. BlueDolphin Solutions will endeavour to correct any errors in BlueDolphin in accordance with the Service Levels. At its own discretion, , BlueDolphin Solutions may postpone the rectification of defects until a new version of BlueDolphin has been put into use. BlueDolphin Solutions does not guarantee that defects in the software in BlueDolphin that it has not developed itself can and will be rectified. BlueDolphin Solutions has the right to install temporary solutions, workarounds in the software or problem-avoiding restrictions in BlueDolphin.

4.3. BlueDolphin is provided as a service and is subject to change, which may alter the functionality of the software. BlueDolphin Solutions is not obliged to maintain, modify or add specific features or functionalities of BlueDolphin for the Customer. If a functionality in BlueDolphin is no longer offered and/or maintained and no equivalent or better alternative is offered, BlueDolphin Solutions will inform the Customer of this in writing at least 1 (one) month prior to the phase-out. If the discontinuation concerns material functionality of BlueDolphin and the Customer’s contract term at the time of notification is longer than the notification period, the Customer may terminate the Agreement in writing until the functionality in question is discontinued. In such a case, the Customer is entitled to a pro rata refund of any prepaid amounts.

4.4. BlueDolphin Solutions provides the following support services and service levels for BlueDolphin:
Up and downtime

a. BlueDolphin applies an availability percentage of 99.5% on an annual basis for Users, measured as a rolling period of 12 months from the commencement of the Agreement. Unavailability or inaccessibility of BlueDolphin (downtime) does not count towards the calculation of the availability percentage if one or more of the following conditions are met:

i. downtime as a result of announced maintenance, emergency maintenance to BlueDolphin or in connection with the release of new versions of BlueDolphin. BlueDolphin Solutions will endeavour to carry out the aforementioned work outside normal office hours as much as possible and to carry it out as quickly as reasonably possible;

ii. downtime resulting from malfunctions or interruptions in communication lines, data connections and/or computer systems outside the data centre where BlueDolphin is hosted;

iii. downtime caused by software that does not belong to BlueDolphin Solutions;

iv. downtime because third-party activities cause malfunctions or interruptions in BlueDolphin; or

v. downtime resulting from force majeure as defined in the Agreement.

b. BlueDolphin Solutions will inform the Customer about downtime as follows:

i. about planned maintenance: at least 14 business days before the start of such work and, where possible, stating an estimate of the impact on the accessibility of BlueDolphin;

ii. about unplanned maintenance: as soon as possible in advance or, if advance notification is not possible, afterwards; and

iii. about changes and additions to BlueDolphin, after an update has taken place.

Helpdesk

c. BlueDolphin Solutions provides the Customer with a helpdesk via email (support@bluedolphin.ai), chat functionality and an online service desk portal. The helpdesk is available on business days, excluding nationally recognised public holidays, between 9am and 5pm ET. The following support or support with regard to the following topics is not included in the BlueDolphin fees and BlueDolphin Solutions will charge separately for this:

i. on-site support;

ii. use of BlueDolphin by the Customer in a manner that is not permitted under the Agreement;

iii. problems with scripts developed by the Customer;

iv. structural work, such as creating and maintaining links to sources and BI systems for reports;

v. general internet or telecommunications problems, force majeure, events or other factors beyond BlueDolphin Solutions’ reasonable control;

vi. equipment, software, network connections or other infrastructure of the Customer;

vii. training, consultancy or other services that have not been expressly agreed upon;

viii. systems, actions or omissions of third parties.

d. When a helpdesk request is made, BlueDolphin Solutions will record the following information in order to process the request:

i. description of the problem and the action that led to the problem, with screenshots if possible;

ii. contact details of the User;

iii. an indication of whether the report concerns a disruption, question, request or additional service.

e. Urgency levels are determined by BlueDolphin Solutions as follows, unless the Parties jointly agree on a different urgency level:

i. Urgency level 1 – critical: when a critical malfunction occurs in BlueDolphin and/or BlueDolphin is completely unavailable to all Users. Work in BlueDolphin cannot be resumed in any other way.

ii. Urgency level 2 – high: an important functionality of BlueDolphin is not fully functional, available or is missing in such a way that normal use of BlueDolphin by Users is impeded, although the software is still available to Users. A workaround is not possible or is very cumbersome.

iii. Urgency level 3 – normal: the reported incident has limited impact on the operation or availability of BlueDolphin or its functionalities, or a workaround is available for an incident of a higher urgency level. The incident has only limited consequences for end users.

iv. Urgency level 4 – low: general questions, user questions and incidents that do not fall under the other urgency levels.

v. Requests for additional services do not have an urgency level. BlueDolphin Solutions responds to these requests on a best-effort basis whenever possible.

f. BlueDolphin Solutions applies the following response times for malfunctions during standard office hours:

i. Urgency level 1: initial response within 30 minutes after the malfunction has been reported to BlueDolphin Solutions.

ii. Urgency level 2: initial response within 1 hour after the malfunction has been reported to BlueDolphin Solutions.

iii. Urgency level 3: initial response within 2 hours after the malfunction has been reported to BlueDolphin Solutions.

iv. Urgency level 4: initial response within 4 hours after the malfunction has been reported to BlueDolphin Solutions.

g. For incidents with urgency level 1, 24/7 support is available. Outside standard office hours, the helpdesk can be contacted for such cases on +31 30-7508954. In the event of misuse of the helpdesk, BlueDolphin Solutions may charge the Customer additional costs.
Backups

h. BlueDolphin Solutions makes the following backups of Customer Data:

i. Daily: 5-day retention period;

ii. Weekly: 4-week retention period; and

iii. Monthly: 12-month retention period.

i. BlueDolphin Solutions charges the Customer a fee of USD 1,000 for restoring a backup, unless the need to restore a backup is the result of BlueDolphin Solutions’ actions or omissions.
Other

j. BlueDolphin Solutions can only provide the support services and Service Levels if the Customer cooperates with BlueDolphin Solutions and does not deny or otherwise restrict access to the Customer’s BlueDolphin environment by BlueDolphin Solutions’ support staff.

5. Access to BlueDolphin

5.1. BlueDolphin Solutions will provide the Customer with one Access Tool at an email address of an administrator of the Customer to be shared by the Customer. The Access Tool is strictly personal and cannot be transferred to anyone other than the Customer. The Access Tool is intended exclusively for use within the Customer’s organisation. Using the Access Tool, the Customer can create and delete Access Tools for Users and manage permissions.

5.2. It is the Customer’s responsibility to adequately secure the Access Tool in order to prevent unauthorised use. The Customer shall immediately notify BlueDolphin Solutions if it discovers or suspects that the Access Tool is being used in an unauthorised manner.

5.3. The Customer may request BlueDolphin Solutions to block the Access Tool, after which BlueDolphin Solutions will block the Access Tool without unreasonable delay and provide the Customer with a new Access Tool.

5.4. BlueDolphin Solutions also has the right at all times to block or change the Access Tool on its own initiative if BlueDolphin Solutions is aware of or has reasonable suspicion of unauthorised use of the Access Tool. In that case, BlueDolphin Solutions will inform the Customer without undue delay about the blocking or changing of the Access Tool and BlueDolphin Solutions will provide the Customer with a new Access Tool, provided the unauthorised use of the Access Tool is not the result of Customer’s negligent, misconduct or breach of the Agreement, and provided Customer fully cooperates with BlueDolphin Solutions’ investigations into the unauthorised use of the Access, or the threat thereto.
5.5. BlueDolphin Solutions is not liable for damage suffered by the Customer and/or third parties as a result of the blocking of the Access Tool.
5.6. BlueDolphin Solutions is not liable for damage or costs resulting from the use or misuse of Access Tool, unless the misuse is the direct result of gross negligent or intentional misconduct by BlueDolphin Solutions’ management.

6. Use of BlueDolphin. LIMITATION OF WARRANTY

6.1. The Customer is responsible for implementing BlueDolphin and managing the environment. Use of BlueDolphin requires at least a computer with an adequate internet connection and a commonly used and up-to-date internet browser.

6.2. LIMITATION OF WARRANTY: TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, BLUEDOLPHIN SOLUTIONS, ITS LICENSORS, THIRD PARTY SUPPLIERS AND AFFILIATES HEREBY DISCLAIM ALL WARRANTIES, CONDITIONS, CLAIMS OR REPRESENTATIONS WITH RESPECT TO BLUEDOLPHIN AND/OR OTHER BLUEDOLPHIN SOLUTION’S SERVICES WHETHER EXPRESS, IMPLIED OR STATUTORY OR OTHERWISE, INCLUDING, BUT NOT LIMITED TO IMPLIED WARRANTIES OR CONDITIONS OF MERCHANTABILITY, QUALITY, NON-INFRINGEMENT, COMPATIBILITY OR OF FITNESS FOR A PARTICULAR PURPOSE. NO ADVICE OR INFORMATION, WHETHER ORAL OR WRITTEN, OBTAINED FROM BLUEDOLPHIN SOLUTIONS OR ELSEWHERE WILL CREATE ANY WARRANTY OR CONDITION NOT EXPRESSLY STATED IN THIS AGREEMENT. BLUEDOLPHIN SPECIFICALLY

6.3. MAKES NO WARRANTIES, EITHER EXPRESS OR IMPLIED, REGARDING THE SUITABILITY OF BLUEDOLPHIN FOR THE CUSTOMER’S SPECIFIC NEEDS. IT IS THE CUSTOMER’S RESPONSIBILITY TO ASSESS WHETHER BLUEDOLPHIN IS SUITABLE FOR THE CUSTOMER INTENDED PURPOSES PRIOR TO ENTERING INTO THE AGREEMENT.

6.4. When using BlueDolphin, the Customer shall protect its (peripheral) equipment, software, infrastructure and internet connection (and, where applicable, all of the aforementioned items belonging to its Users) against viruses, computer crime and (other) unauthorised use by User(s) and/or third parties.

6.5. When using BlueDolphin, the Customer shall not:

a. spread (computer) viruses or other files that could damage BlueDolphin or its proper functioning;

b. perform or cause to be performed any actions that may disrupt BlueDolphin, (computer) networks or infrastructures (of other Users) or that cause nuisance, limited use or unforeseen use (for other users);

c. infringe (or attempt to infringe) on the security of BlueDolphin (including hacking);

d. perform or omit actions that he knows or should reasonably have foreseen could lead to the use of BlueDolphin in a manner that is punishable or unlawful towards BlueDolphin Solutions and/or third parties or infringes their (intellectual property) rights;

e. disclose, reproduce or otherwise use information and data provided by BlueDolphin Solutions in the context of BlueDolphin, other than for use in the context of the Agreement and within the Customer’s internal business operations.

6.6. The Customer shall ensure that the User complies with the above restrictions and the other obligations arising from this Agreement.

6.7. If any of the aforementioned obligations are breached, the Customer and the User(s) concerned shall be obliged to follow BlueDolphin Solutions’s reasonable instructions in that regard to mitigate damages.

6.8. BlueDolphin Solutions has the right to suspend the BlueDolphin service or block access to BlueDolphin by deactivating the Access Tool if it has reasonable grounds to suspect that BlueDolphin and/or the Access Tool is being used by the Customer and/or a User in violation of the provisions of this Agreement. The Customer’s payment obligation shall remain in force for as long as the BlueDolphin service or the Access Tool is suspended.

6.9. The Customer is not permitted to allow third parties to use BlueDolphin.

7. Special provisions regarding the use of ValueBlue AI

7.1. The Customer shall:

a. provide BlueDolphin Solutions, at its first written request, with the reasonable support and information necessary to comply with legal obligations.

b. refrain from entering personal data into the ValueBlue AI.

c. ensure that the data and information provided to the ValueBlue AI are lawful.

d. use the ValueBlue AI exclusively in accordance with the intended use as described in the AI Appendix.

e. not make excessive or repetitive requests (which may result in throttling) or cause significantly increased costs for BlueDolphin Solutions through excessive use of the ValueBlue AI.

f. comply with the specific requirements that may apply to specific AI systems, which are included in the AI Appendix.

7.2. BlueDolphin Solutions may make changes to the ValueBlue AI if this is necessary to comply with applicable statutory requirements. Functionalities may be added, changed or phased out. Changes to the ValueBlue AI may also occur if a supplier makes changes to Third-Party AI. If a functionality of the ValueBlue AI changes materially and to the detriment of the Customer, BlueDolphin Solutions will inform the Customer in writing 30 days in advance and give the Customer the right to terminate the use of the ValueBlue AI until the changes take effect, in which case the Customer will be refunded prepaid fees for the ValueBlue AI on a pro rata basis.

7.3. The Customer is aware of the risks associated with the use of the ValueBlue AI. BlueDolphin Solutions cannot be held liable for such risks, including, but not limited to: (i) hallucination of the ValueBlue AI; (ii) varying or incorrect AI System Output; (iii) outdated information and/or changed circumstances; (iv) infringement of third-party intellectual property rights; (v) bias. The Customer must always verify the accuracy and suitability of the AI System Output before using it for any purpose.

7.4. BlueDolphin Solutions reserves the right to modify the AI Appendix if necessary to ensure that the AI Appendix is an accurate representation of the ValueBlue AI.

7.5. BlueDolphin Solutions may use all input data, AI System Output, user prompts or other materials entered by the Customer into the ValueBlue AI for technical troubleshooting. BlueDolphin Solutions will treat such information as confidential and private.

7.6. BlueDolphin Solutions may use all input data, AI System Output, user prompts or other materials entered by the Customer into the ValueBlue AI as training data for training and improving the ValueBlue AI. BlueDolphin Solutions will take reasonable measures to de-identify the training data. The Customer may object in writing to the use of its data for training and improvement purposes by means of a written (may be by email) notification to BlueDolphin Solutions. BlueDolphin Solutions will not share training data with third parties.

8. Security and confidentiality

8.1. BlueDolphin Solutions treats Customer Data as confidential and has taken various security measures to protect Customer Data, taking into account the state of the art, the sensitivity of the information and the costs associated with the security measures taken. A more detailed overview of the security measures BlueDolphin Solutions uses to protect BlueDolphin will be provided to the Customer upon request.

8.2. BlueDolphin Solutions does not guarantee that the information security provided will be effective under all circumstances. BlueDolphin Solutions is never obliged to restore damaged or lost data.

8.3. The Parties shall endeavour to keep all confidential information received from the other Party secret. The Party receiving this information shall only use it for the purpose for which it was provided. The Party providing the information shall remain the exclusive owner thereof at all times and it shall be returned to that Party upon first request, unless a legal provision prohibits this.

8.4. The Parties undertake to take all reasonable measures to ensure the confidentiality of confidential information received by them. The Parties shall comply with reasonable instructions from each other in this regard. Each Party agrees that it will restrict the circle of employees or third parties it retains who have access to the other Party’s Confidential Information as much as possible and provide such access only on a need-to-know basis and after binding such employees and third parties to the same level of confidentiality as set forth in these Terms and Conditions.

9. Fees and invoices

9.1. All fees, rates and costs are exclusive of, and Customer shall pay, all taxes, duties, levies or fees, or other similar charges imposed on BlueDolphin Solutions or Customer by any taxing authority (other than taxes imposed on BlueDolphin Solutions), related to Customer’s order, unless Customer has provided BlueDolphin Solutions with an appropriate resale or sales tax exemption certificate, in which sales tax will not be added. In case of changes in law such that a tax is levied that is or becomes irrecoverable with a consequent increase to the costs to BlueDolphin Solutions of operating and making BlueDolphin available, whereby and to such an extent BlueDolphin Solutions is entitled to increase its fees, rates and costs accordingly and retro-actively.

9.2. All fees, rates and costs charged by BlueDolphin Solutions are exclusive of travel and accommodation costs.

9.3. The fees for services will be invoiced annually in advance by BlueDolphin Solutions to the Customer.

9.4. All work performed by BlueDolphin Solutions at the request of the Customer that falls outside the agreed services on the Order Form will only be charged separately to the Customer if agreed between the Parties in writing.

9.5. The Customer must notify BlueDolphin Solutions of any objections to an invoice within two weeks of the invoice date, failing which the invoice will be deemed to have been accepted by the Customer.

9.6. Invoices must be paid within 30 days of the invoice date. Where payment is not made within the terms set forth in this section, without prejudice to BlueDolphin Solutions’ other rights, contractual interest shall be owed at a rate of 2% a month, or the highest rate allowed by law, if lower, with effect from the first day following expiration of the payment term referred to in this section; part of a month shall be considered a full month. In that case, BlueDolphin Solutions has the right to suspend its obligations and thus restrict or block access to or use of BlueDolphin.. Payments made by Customer shall always be used first to meet all the interest and costs owed and subsequently for the settlement of claims under the Agreement which have remained outstanding for the longest period of time, even when Customer specifies that the payment relates to another claim.

9.7. Without prejudice to other legal remedies, if the Customer fails to pay or does not pay on time, BlueDolphin Solutions has the right to transfer the claim to third parties for collection. Customer will be liable for all judicial and extrajudicial collection costs, including reasonable attorney fees,.

9.8. Each anniversary of the Agreement, BlueDolphin Solutions will adjust all applicable fees and rates by 7% or, if higher, the percentage increase of the Consumer Price Index, which shall be the Consumer Price Index for All Urban Consumers (CPI-U), U.S. City Average, All Items, Not Seasonally Adjusted, as published by the Bureau of Labor Statistics (BLS) of the U.S. Department of Labor.

10. Personal data

In order to deliver and make BlueDolphin available, BlueDolphin Solutions processes certain (personal) information relating to the Customer and its IT architecture and processes. BlueDolphin Solutions processes personal data as a controller in accordance with its privacy statement, available at https://www.bluedolphin.io/privacy-statement/.

10.1.

10.2. When using BlueDolphin, Customer shall comply with the applicable laws and regulations related to the protection, privacy and processing of (personal) data.

11. LIABILITY AND INDEMNITIES

11.1. BLUEDOLPHIN SOLUTIONS’ TOTAL LIABILITY RESULTING FROM ANY FAILURE TO PERFORM THE AGREEMENT, FROM A BLUEDOLPHIN DEFECT (INCLUDING UNAVAILABILITY OF BLUEDOLPHIN), OR FROM THE RELATIONSHIP BETWEEN THE PARTIES, REGARDLESS WETHER BASED ON CONTRACT, WARRANTY, TORT (INCLUDING NEGLIGENCE) OR ON ANY OTHER BASIS, IS LIMITED TO COMPENSATION FOR DIRECT DAMAGE. BLUEDOLPHIN SOLUTIONS’ LIABILITY FOR INDIRECT DAMAGE, CONSEQUENTIAL LOSS, LOSS OF PROFITS, LOST SAVINGS, REDUCED GOODWILL, LOSS DUE TO BUSINESS INTERRUPTION, LOSS AS A RESULT OF CLAIMS OF CUSTOMER’S CUSTOMERS, LOSS ARISING FROM THE USE OF PRODUCTS, MATERIALS OR SOFTWARE OF THIRD PARTIES PRESCRIBED BY CUSTOMER IS EXCLUDED. LIABILITY FOR CORRUPTION, DESTRUCTION OR LOSS OF DATA OR DOCUMENTS AND LOSS OR COSTS THAT ARE THE RESULT OF THE USE OR MISUSE OF ACCESS OR IDENTIFICATION CODES OR THE ACCESS TOOL IS ALSO EXCLUDED. ADDITIONALLY, LIABILITY FOR DAMAGES CAUSED BY OR RESULTING FROM INCORRECT OR INCOMPLETE INFORMATION PROVIDED BY THE CUSTOMER, IS COMPLETELY EXCLUDED.

11.2. BLUEDOLPHIN SOLUTIONS’ AGGREGATE LIABILITY FOR ALL CLAIMS OF ANY KIND, IS LIMITED TO THE TOTAL AMOUNT OF COMPENSATION PAID BY THE CUSTOMER TO BLUEDOLPHIN SOLUTIONS IN THE SIX MONTHS PRIOR TO THE MONTH IN WHICH THE EVENT CAUSING THE DAMAGE FIRST OCCURRED.
11.3. IF THE WORK PERFORMED BY BLUEDOLPHIN SOLUTIONS IS CARRIED OUT ON BEHALF OF SEVERAL LEGAL ENTITIES, THE LIMITATIONS OF LIABILITY REFERRED TO IN THIS ARTICLE WITH REGARD TO THE AGREEMENT SHALL APPLY TO ALL LEGAL ENTITIES INVOLVED JOINTLY.

11.4. THE EXCLUSIONS AND LIMITATIONS INCLUDED IN THIS ARTICLE DO NOT AFFECT OTHER LIMITATIONS AND EXCLUSIONS INCLUDED IN THIS AGREEMENT.

11.5. ANY CAUSE OF ACTION AGAINST BLUEDOLPHIN SOLUTIONS, REGARDLESS WHETHER IN CONTRACT, TORT OR OTHERWISE, MUST COMMENCE WITHIN ONE (1) YEAR AFTER THE CAUSE OF ACTION ACCRUES. OTHERWISE, SUCH CAUSE OF ACTION IS PERMANENTLY BARRED.

11.6. IF, ACCORDING TO THE AGREEMENT, THE CUSTOMER CONSISTS OF SEVERAL NATURAL PERSONS AND/OR LEGAL ENTITIES, EACH OF THESE NATURAL PERSONS AND/OR LEGAL ENTITIES IS JOINTLY AND SEVERALLY LIABLE TO BLUEDOLPHIN SOLUTIONS FOR THE PERFORMANCE OF THE AGREEMENT.

11.7. CUSTOMER AGREES TO INDEMNIFY, DEFEND AND HOLD BLUEDOLPHIN SOLUTIONS, ITS PRESENT AND FUTURE OFFICERS, DIRECTORS, SHAREHOLDERS, EMPLOYEES, AGENTS AND ITS AFFILIATES HARMLESS FROM AND AGAINST ANY AND ALL CLAIMS, DEMANDS, LOSSES, DAMAGES, PENALTIES, LIABILITY AND COSTS, INCLUDING REASONABLE ATTORNEYS’ FEES, IN CONNECTION WITH OR ARISING OUT OF THE USE OF BLUEDOLPHIN OR BREACH OF THIS AGREEMENT, BY CUSTOMER OR USERS.

11.8. CUSTOMER AGREES TO INDEMNIFY, DEFEND AND HOLD BLUEDOLPHIN SOLUTIONS, ITS PRESENT AND FUTURE OFFICERS, DIRECTORS, SHAREHOLDERS, EMPLOYEES, AGENTS AND ITS AFFILIATES HARMLESS FROM AND AGAINST ANY AND ALL CLAIMS AND THREATENED CLAIMS BY ANY THIRD PARTY, INCLUDING USERS OR EMPLOYEES OF CUSTOMER ARISING OUT OF, UNDER OR IN CONNECTION WITH (1) THE DEATH OR BODILY INJURY OF ANY THIRD PARTY, INCLUDING ANY AGENT, EMPLOYEE, CUSTOMER OF CUSTOMER, BUSINESS INVITEE OR BUSINESS VISITOR OF CUSTOMER, OR, (2) THE DAMAGE, LOSS OR DESTRIBUTION OF ANY TANGIBLE PERSONAL OR REAL PROPERTY AT CUSTOMER’S PREMISES, BOTH ONLY TO THE EXTENT THAT SUCH WAS NOT A RESULT OF GROSS NEGLIGENCE BY BLUEDOLPHIN SOLUTIONS OR ITS PERSONNEL.IT IS THE EXPRESS INTENT OF THE PARTIES THAT THE LIMITATIONS OF LIABILITY, RELEASES, AND INDEMNITIES SET FORTH IN THE AGREEMENT SHALL APPLY NOT ONLY TO THE SIGNATORY PARTIES BUT ALSO TO THEIR RESPECTIVE (I) PAST, PRESENT, AND FUTURE DIRECTORS, OFFICERS, SHAREHOLDERS, PARTNERS, EMPLOYEES, AND AGENTS (COLLECTIVELY, “NATURAL PERSONS”); AND (II) PARENTS, SUBSIDIARIES, AND AFFILIATED LEGAL ENTITIES, AS WELL AS ANY SUB-CONTRACTORS OR THIRD-PARTY VENDORS ENGAGED BY A PARTY TO PERFORM SERVICES RELATED TO THE AGREEMENT (COLLECTIVELY, “AFFILIATED ENTITIES”).

11.9. EACH PARTY HEREBY ACKNOWLEDGES AND AGREES THAT THE NATURAL PERSONS AND AFFILIATED ENTITIES OF THE OTHER PARTY ARE INTENDED THIRD-PARTY BENEFICIARIES OF THE LIABILITY PROTECTIONS CONTAINED HEREIN. ACCORDINGLY, NO NATURAL PERSON OR AFFILIATED ENTITY SHALL BE LIABLE TO THE OTHER PARTY FOR ANY AMOUNT IN EXCESS OF THE LIMITATIONS SET FORTH IN THIS AGREEMENT, AND SUCH INDIVIDUALS AND ENTITIES SHALL HAVE THE RIGHT TO ENFORCE THIS PROVISION DIRECTLY AGAINST THE OTHER PARTY AS IF THEY WERE A PRIMARY SIGNATORY HERETO.

12. Force majeure

12.1. Neither Party shall be obliged to fulfil any obligation under this Agreement, including any warranty obligation agreed between the Parties, if a Party is prevented from doing so as a result of force majeure.

12.2. In no event shall either Party be liable to the other Party, or be deemed to have breached this Agreement, for any failure or delay in performing its obligations under this Agreement, if and to the extent such failure or delay is caused by any event beyond such Party’s reasonable control, which by its nature could not have been foreseen by such Party, or, if it could have been foreseen, was unavoidable, including without limitation, the following force majeure events: (a) acts of God; (b) flood, fire, earthquake, other potential disaster(s) or catastrophe(s), such as epidemics or pandemics, including Covid19 related causes, or explosion; (c) war, invasion, hostilities (whether war is declared or not), terrorist threats or acts, riot or other civil unrest; (d) government order, law, or actions, whether or not related to Covid19 or any other pandemic; (e) embargoes or blockades in effect on or after the effective date of the Agreement; (f) national or regional emergency; (g) power outages or shortages, internet, data network or telecommunication failures, lack of warehouse or storage space, inadequate transportation services, or inability or delay in obtaining supplies of adequate or suitable materials; (h) defects in items, equipment, software or materials of third parties the use of which was prescribed to ValueBlue by Customer; and (h) other events beyond the reasonable control of Parties. Either Party will notify the other Party promptly in writing of the reasons for the delay or stoppage (and the likely duration) and will take all reasonable steps to overcome the delay or stoppage.

12.3. Additionally, force majeure on the part of BlueDolphin Solutions includes (i) force majeure on the part of BlueDolphin Solutions’s suppliers, (ii) the failure of BlueDolphin Solutions’s suppliers to properly fulfil their obligations, (iii) defects in goods, equipment, software or materials from third parties whose use by the Customer has been prescribed to BlueDolphin Solutions. Force majeure does not apply to payment obligations under the Agreement.

12.4. If a situation of force majeure lasts longer than sixty (60) days and the Agreement cannot be fulfilled as a result, each of the Parties has the right to terminate the Agreement in writing by means of a registered letter. Services already performed under the Agreement will be settled on a pro rata basis, without the Parties owing each other anything else.

13. Term of the Agreement

13.1. The Agreement shall become effective as set forth in the Order Form. The Customer shall ensure that it has the necessary facilities to use BlueDolphin after the Agreement has been concluded.

13.2. The Agreement is entered into for the term specified in the Order Form, in the absence of which the term will be 1 (one) year. After the initial term, the Agreement will be tacitly renewed for additional periods of one (1) year, unless terminated as set forth in the Agreement.

14. Termination and cancellation of the Agreement

14.1. The Customer and BlueDolphin Solutions may each terminate the Agreement in writing or reduce the services purchased as described in the Agreement, with an effective termination date of the last day of the term set forth in the Order Form, or the last day of the then current renewal term, if any, subject to a notice period of at least two (2) months.

14.2. Either Party may terminate the Agreement with immediate effect in writing if the other Party:

a. is in default with the performance of a material obligation under the Agreement, and such default is not remedied within thirty (30) days of written notice of the default;

b. fails to fulfil an essential obligation under this Agreement, after having been given written notice of default and the other Party has not fulfilled its obligations within a reasonable period of time, unless there is a permanent inability to fulfil its obligations;

c. becomes insolvent or bankruptcy proceedings are initiated against it;

d. applies for or is granted a (provisional) moratorium on payments;

e. ceases to conduct all (or substantially all) of its business.

14.3. BlueDolphin Solutions has the right to terminate the Agreement with immediate effect in writing if Customer transfers its business or substantial control thereof in whole or in part to a third party, or if Customer fails to make payments of any amount due.

 

15. Consequences of termination

15.1. In the event of termination of the Agreement by BlueDolphin Solutions, BlueDolphin Solutions is not obliged to make any payment, compensation or damages to the Customer. BlueDolphin Solutions has the right to demand full payment and/or compensation as a result of the Customer’s failure to comply with the Agreement.

15.2. Upon termination of the Agreement for any reason whatsoever, all licenses for the use of BlueDolphin shall lapse.

15.3. BlueDolphin Solutions is not subject to any (statutory) retention period with regard to the data entered by the Customer after termination of the Agreement, other than as expressly stated in this article. If the Customer has not indicated timely in accordance with Article 3.3 that it wishes to receive a backup of the Customer Data, BlueDolphin Solutions shall be entitled and shall, without prejudice to the provisions of any applicable privacy policy and/or any applicable data processing agreement, permanently delete all Customer Data stored in BlueDolphin 30 (thirty) days after termination of the Agreement.

16. Applicable law and disputes

16.1. Unless otherwise stated in writing, this Agreement and any and all agreements between Parties shall be governed by and construed in accordance with the laws of the State of New York, notwithstanding conflict of laws principles, and without giving effect to the United Nations Convention on Contracts for the International Sale of Goods (CISG).

16.2. All disputes and controversies arising out of or relating to the Agreement, or the relationship of the Parties shall be finally and bindingly resolved under the International Arbitration Rules of the American Arbitration Association in front of a sole arbitrator. The language of the arbitration shall be English. Any award, verdict or settlement issued under such arbitration may be entered by any party for order of enforcement by any court of competent jurisdiction.

17. Miscellaneous

17.1. Customer warrants the accuracy, completeness and reliability of the information and documentation it provided to BlueDolphin Solutions, even if it originates with or is acquired from third parties, and BlueDolphin Solutions may rely on the accuracy thereof.

17.2. BlueDolphin Solutions reserves the right to amend these terms and conditions at any time. New or amended general terms and conditions shall be applicable upon thirty (30) days notice to Customer.

17.3. The Customer is not permitted to transfer the rights and/or obligations under this Agreement, in whole or in part, to a third party. BlueDolphin Solutions has the right to sell, transfer or pledge its claims for payment or amounts due to a third party.

17.4. The Customer may not suspend any payment or set off any amounts owed to BlueDolphin Solutions.

17.5. Deviations from and additions to this Agreement are only valid if agreed in writing between the Parties.

17.6. If any provision of the Agreement is found to be unenforceable due to its being unreasonable or unfairly burdensome, it will be interpreted with a meaning that most closely reflects its original intent while remaining legally valid.

 

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