Norcloud Terms and Conditions
Covering the Norcloud platform (norcloud.uk), the hosted Odoo services provided through it, and the Norcloud Instance Monitor mobile app
Effective date: 01 September 2027 | Version 1.0 (first draft)
The short version. Norcloud is a platform for Odoo professionals. We provide the infrastructure and the tools; you decide what runs on it. Every instance is built from many layers – Odoo, community and third-party add-ons, your own code, Python packages, configuration and our platform – and no one can test every combination. We look after the platform; you look after what you put on it. Please read these Terms with that in mind.
1. About these Terms
These Terms are between North Sky Cloudworx Ltd (“Norcloud”, “we”, “us”) and the person or organisation that opens a Norcloud account (“Customer”, “you”). By creating an account or using the Service you agree to them. If you sign up for an organisation, you confirm you have authority to bind it.
“Service” means the Norcloud website and control panel, the hosted Odoo instances you create through it (templates, temporary and permanent), and the tools around them, including the Norcloud Instance Monitor app. These Terms sit alongside our Privacy Policy and, for Permanent hosts, our Service Level Agreement (SLA). If they conflict, the SLA prevails on availability and support, and these Terms prevail on everything else.
2. What Norcloud provides
A hosting platform for Odoo Community: containerised instances; tools to start, stop, copy, upgrade, back up and restore them; add-on deployment; domain routing; and monitoring. It is a toolkit for people who already know Odoo. We do not implement, configure, manage or support your business application or its data unless we agree otherwise in writing. Norcloud is independent of Odoo S.A.; “Odoo” is a trademark of Odoo S.A.
3. A layered platform
An instance is a stack: hardware and network, operating system, containers, the Odoo version, Norcloud’s own modules, add-ons from the community or third parties, your own code and Python requirements, and your configuration and data. The platform also changes over time as we update base images, operating systems, Odoo releases and our own modules.
We test the layers we provide. We cannot test, and do not promise, that every add-on, package, version or configuration will work – alone, together, or after an update at any layer. Combinations may be incompatible, slow, insecure or fail. Testing, diagnosing and fixing those combinations is for you; we will help where we reasonably can, on a best-efforts basis. We will give reasonable notice of platform changes likely to affect you, and at least 90 days’ notice before retiring an Odoo version.
4. Your responsibilities
You control your instances, and running them well is your responsibility. In particular, you are responsible for:
- Your instances – their configuration, database, scheduled actions, outgoing mail and resource use.
- Your users – who has access, their permissions, credentials and conduct, and everything done using your account. Keep credentials secure and tell us promptly of any suspected compromise.
- Your add-ons and requirements – choosing, licensing, vetting (for quality, security and compatibility), installing and updating add-ons and Python or system packages, whether written by you or by others.
- Testing before production – trying changes, upgrades and new add-ons on a temporary or template instance before they reach a Permanent host.
- Your backups – scheduling them to suit your needs, checking that they restore, and keeping your own independent copy of critical data.
- Your own customers – if you host for clients, you are responsible to them for contracts, support and data protection. We have no obligations to them.
- Compliance – with the law and with the licence of everything you deploy.
5. Add-ons and Customer Software
Modules supplied by Norcloud are part of the platform. Everything else – add-ons you upload, community or third-party modules, custom code and packages – is “Customer Software”. It runs at your risk and we give no warranty for it. You confirm you have the right to use and deploy it and that it does not infringe others’ rights or contain malicious code.
We may block, disable or remove Customer Software, or stop an instance, where we reasonably believe it threatens security, platform stability or other customers. We will tell you when we can and it is safe to do so.
6. Instance types and support
- Temporary instances (trials, demos, evaluations) are provided as they are, with no availability, backup or support commitment, and are deleted at expiry.
- Template instances are blueprints for creating others and carry no service commitment.
- Permanent hosts are production instances and are covered by the SLA.
Support is available at admin@norcloud.uk and covers the platform – not Customer Software or Odoo functional questions.
7. Acceptable use
Use the Service lawfully and fairly. Do not break the law or infringe others’ rights; send spam or run open mail relays; mine cryptocurrency, port-scan or attack anyone; try to reach other customers’ instances or the platform layers beneath your own; or use resources in a way that harms the platform or other customers. You may host your own clients’ instances on the Service, but may not otherwise resell the platform itself without our agreement. We may throttle or suspend use that breaches this section.
8. Fees, wallet and suspension
The Service is pre-paid. You add funds to your Norcloud wallet, in amounts as small as £1, and usage (for example CPU, storage and memory, as shown in the control panel) is deducted from the balance. Prices exclude VAT and may change on 30 days’ notice.
- No refunds. Because funds can be added in small amounts, we do not, in the normal course of business, refund unused balances when an account ends or is closed.
- Donations. Where a charge is passed on by us as a donation (for example the fee for a live SSL certificate, which we pass on in full to the organisations behind Let’s Encrypt), it is never refundable.
- Suspension. If your wallet balance reaches zero, your account is suspended on the following day and your running instances are stopped. Suspension is not closure: your account remains open and your backups remain available.
- Reactivation. Add funds so that your balance is above zero and the account is un-suspended immediately; instances that were stopped by the suspension are restarted.
- Clear-up. If an account remains suspended for 180 days, it is cleared up: your instances and all associated data, including backups, are permanently deleted. Please download anything you want to keep before then.
9. Your data and backups
Your data remains yours. We access instance data only as needed to run, secure, back up or support the Service, or as the law requires. Where your instances hold personal data, you are the controller and we act as your processor; see our Privacy Policy. Backups are provided on the terms in Section 8 of the SLA and are not a substitute for your own. While an account is suspended you can still access and download your backups. Data is deleted at clear-up under Section 8, or 30 days after you close your account, whichever applies.
10. Liability
Nothing in these Terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited. Subject to that:
- We provide the Service with reasonable skill and care, but given Section 3 we do not promise it will be uninterrupted or error-free, or that any Customer Software will run on it.
- We are not liable for loss caused by Customer Software, your configuration or users, incompatibility between components, third-party or upstream outages, events beyond our reasonable control, or data you have not independently backed up.
- We are not liable for indirect or consequential loss, or for loss of profit, revenue or goodwill.
- Our total liability arising from the Service in any 12 months is limited to the fees you paid for the affected Service in the [12 months] before the claim. Service Credits under the SLA are your sole remedy for missing the availability target.
- You will cover us against third-party claims arising from Customer Software, your data, your users’ use of the Service, or your breach of these Terms.
11. Closure and termination
You may close your account at any time; Section 8 (no refunds) still applies. We may end the agreement on 30 days’ notice, or suspend or terminate immediately if you materially breach these Terms or your use threatens security or other customers. When the agreement ends we will stop your instances, and you will have 30 days to export your data before it is deleted.
12. Changes and general terms
We may update these Terms. We will post the new version with its effective date and give 30 days’ notice of material changes; continuing to use the Service afterwards means you accept them. These Terms, the SLA and the Privacy Policy are the whole agreement between us. You may not transfer your rights without our consent; we may transfer ours to a successor. If a provision is unenforceable the rest continues, and a failure to enforce a right is not a waiver of it. No one else has rights to enforce these Terms. They are governed by the laws of England and Wales, and its courts have exclusive jurisdiction.
13. Contact
North Sky Cloudworx Ltd
7 Rubin Drive, Crewe, England, CW1 3GF