Terms of service

These terms are an agreement between you and QalbIT Infotech Pvt Ltd, a company registered in India (CIN U72900GJ2022PTC132898), which makes and runs PrimoERP. Our office is at C-109, Siddhi Vinayak Towers, near Kataria Arcade, opp. S.G. Highway, Makarba, Ahmedabad 380051, India. In these terms “we”, “us” and “our” mean QalbIT Infotech Pvt Ltd. “You” means the business that signs up for PrimoERP, or asks to try it.

These terms are written for PrimoERP as it opens to customers. Until your account is set up, only the sections on early access, this website, and the rules on liability and disputes apply to you.

You accept these terms when you sign up, accept an order or quote that refers to them, or start using PrimoERP. If you accept them for a company or firm, you confirm that you are allowed to bind it.

PrimoERP is software for businesses and professionals. You use it for your business, not for personal or household purposes.

Your order (the plan, add-ons, onboarding and fees you sign up for) forms part of this agreement, and so does our data processing agreement, which covers the personal data you keep in PrimoERP. Our privacy policy explains how we handle personal data about you and your people as our own customers and contacts.

Our partner program has its own terms, agreed in writing with each partner. These terms do not cover it.

In these terms:

• “Agreement” means these terms, your order and the data processing agreement, together.
• “Order” means what you sign up for and its fees, whether you sign up online, accept a quote or sign an order form.
• “Plan” means one of our plans (Starter, Growth, Business or Enterprise), with the limits shown on our pricing page or in your order.
• “Service” means the PrimoERP software we host and make available to you, including its updates, apps and interfaces. It does not include third-party services.
• “Users” means the people you allow to use the service under your account, such as your staff, contractors and your accountant.
• “Administrator” means a user you put in charge of your account, its users and its settings.
• “Your data” means the data that you and your users put into the service, or that it creates for you, including personal data.
• “Third-party services” means services that we do not run, which you choose to connect to PrimoERP, such as government portals, banks or messaging services.
• “Working day” means Monday to Saturday, except public holidays in Ahmedabad.

PrimoERP is being built now, and we release it in stages. Today this website takes requests for early access and books demos. Sending a request does not create an account or a contract. We contact you, tell you what is ready, and agree when your trial can start.

A free trial lasts 14 days. After a demo we can extend it to 30 days. You do not need a payment card to start one. A trial can come with sample data for your industry.

A trial, and any feature we mark as early access or beta, is for trying PrimoERP out. It is provided as it is, it may change or be withdrawn, and it may not yet include everything a paid plan does. Please do not make it your only record of real transactions.

When a trial ends, you can choose a plan and keep everything you set up: a trial and a paid plan are the same account. If you do not, we close the trial account, and its data is deleted 90 days later. Export anything you want to keep before then.

A demo is free and carries no obligation. Demos are booked on our booking page at crm.qalbit.com, which is a separate site.

You give us correct details when you sign up, and keep them up to date, especially the contact details of your administrators and your billing and tax details.

Each user has their own login. Logins are personal: users must not share them, and you must not let one login be used by several people. Your plan includes a set number of users, and you can add more.

Every plan also includes one login for your accountant, free and on top of your included users. It is for the outside accountant or chartered accountant who works on your books, not for your own staff.

You decide who your users are and what each one can see and do. You are responsible for what happens under your account, and for making sure your users follow these terms.

Keep sign-in details safe. If you think a login or your account has been misused, change the password and tell us at once at [email protected]. We may suspend a login that we reasonably believe has been compromised, and we tell you when we do.

We provide the service described for your plan on our pricing page, with the add-ons in your order. Each plan has limits, such as the number of users, companies, GSTINs or branches, warehouses and invoices a year. If you go past a limit, we tell you and you can add what you need or move up a plan. We do not cut you off without telling you first.

We improve PrimoERP all the time. We may add, change or remove features. We will not make a change during your paid term that materially reduces the main functions of your plan. If a change like that is needed, for example because the law changes, we tell you in advance and you may end the affected plan and get back the fees you paid for the time left.

PrimoERP helps you keep your books and meet tax and payroll rules, but you remain responsible for your own accounts, tax returns, statutory filings and payroll. Check what you file. We aim to update tax and statutory features in time for changes in the law, but the law can change at short notice. PrimoERP does not give legal, tax or accounting advice.

Some features work with third-party services, for example a government portal for e-invoices or a messaging service. You choose to connect them, and their own terms apply to your use of them. We are not responsible for a third-party service, or for it being unavailable, but we tell you when a problem on their side affects PrimoERP.

Our fees are the ones published on our pricing page, or agreed in your order. Enterprise prices are quoted and fixed in writing.

Prices are before GST (in India) or VAT (in the UAE), which we add to your invoice at the rate in force. Give us your correct GSTIN, legal name and billing address before we invoice you, so that your tax invoice is right. If the law requires you to deduct tax at source, you may do so, and you send us the certificate on time.

Plans are billed in advance, monthly or yearly. A yearly plan costs what 10 months billed monthly would. Enterprise is billed yearly. Onboarding packages are one-off fees, billed when you order them.

You pay each invoice within 15 days of its date. If an invoice is still unpaid 15 days after it is due, we may suspend your account after giving you at least 7 days’ written notice. While it is suspended for this reason, your users can still sign in, see and export your data, but cannot add or change anything. We lift the suspension promptly once you pay.

Your plan renews automatically for the same period, monthly or yearly, unless you cancel before the renewal date. We remind you at least 15 days before a yearly plan renews.

You can move up a plan or add users and add-ons at any time. We charge the difference for the rest of your current period. A move down takes effect at your next renewal, and you may need to bring your users and companies within the new limits first.

We may change our prices. A new price applies from your next renewal, and we tell you at least 30 days before it does. Founding customers on a yearly plan keep their price for 24 months from the start of their plan, as confirmed in their order.

• Cancelling a monthly plan: you can cancel at any time. It ends at the end of the month you have paid for, and we do not refund part months.
• Cancelling a yearly plan: you can cancel at any time so that it does not renew. You keep access until the end of the year you have paid for. We do not refund the unused months, except as these terms say.
• Onboarding: if you cancel a package before work starts, we refund it in full. Once work has started, we charge for the work done and refund the rest.
• Refunds we always give: if we end the agreement without cause, if we end it or you end it because of our serious breach, or if you end it over a change you do not accept, we refund the fees you paid for the time left.

Our onboarding packages, from self-serve to Enterprise, are described with their prices on our pricing page. Your order sets the package you choose. A package may be delivered by us or by an implementation partner we appoint; either way, we stay responsible to you for it.

Onboarding goes well when you take part. You give us your data in the agreed format, make the right people available, and check and approve the data we bring in, such as opening balances. You remain responsible for the accuracy of the data you give us.

Support is included with every plan. You reach us by phone and WhatsApp on +91 84609 48357 and by email at [email protected], Mon–Sat, 9:00 AM–6:00 PM IST. Support covers using PrimoERP and fixing faults in it. It does not cover accounting or tax advice, or problems with your own devices, network or third-party services. Enterprise plans include priority support.

You and your users must not:

• use the service against the law, or to store or send anything unlawful, fraudulent or infringing;
• put personal data into the service without a lawful basis for it;
• try to get into accounts, data or systems you are not allowed to reach, or test our security without our written permission (see our security page for how to report a vulnerability);
• interfere with the service or other customers, for example by overloading it, or by sending malware or spam through it;
• copy, change, reverse-engineer or resell the service, or use it to build a competing product, except where the law allows this and does not let it be excluded;
• go round the limits of your plan, for example by sharing logins;
• remove or hide our notices of ownership.

Your data belongs to you. You give us permission to host, copy, process and display it only as needed to provide the service, support you, keep the service secure, and meet the law. We do not sell your data, and we do not use it to advertise.

We may use statistics about how the service is used, which do not identify you, your users or anyone in your data, to run and improve PrimoERP.

You can export your data at any time while your agreement is in force, for example reports as CSV or Excel files. Who in your team can export is a permission you control. When you leave, you get a complete export of everything (see “Suspension and termination”).

When we process personal data on your behalf, you decide why and how it is used, and we act on your instructions. The data processing agreement sets out how we do this and forms part of this agreement.

You are responsible for the data you put in: that it is accurate, that you may lawfully use it, and that you have told the people it is about whatever the law requires.

We, or our licensors, own PrimoERP: the software, its design, the PrimoERP name and logo, our documentation and the content of this website. These terms do not transfer any of it to you.

While your agreement is in force, we give you a non-exclusive, non-transferable right for your users to use the service for your own business, within your plan.

If you send us ideas or feedback, we may use them freely, without paying you or naming you.

We work to keep PrimoERP available at all times, and we monitor it to find and fix problems quickly. Our target is 99.9% availability each month, measured by automated checks. Like any online service, it may sometimes be unavailable.

We tell you about planned maintenance at least 7 days ahead, by email or in the app, and we schedule it at a quiet time for your region. Planned maintenance does not count against the target. For urgent security fixes we may need to act straight away; we tell you as soon as we can.

The availability target is what we aim for, not a promise with compensation. If your order sets a service level or service credits, they apply as your order says.

Each of us may receive information from the other that is marked confidential, or that a reasonable person would see as confidential, such as your data, our prices for you, our plans and our software. Each of us keeps the other’s confidential information secret, uses it only for this agreement, and shares it only with people who need it for that and are bound by duties like these.

This does not cover information that is public through no fault of the one receiving it, that it already had or got lawfully elsewhere, or that it developed on its own. Either of us may disclose information when the law or a court or regulator requires it, after telling the other first where the law allows.

These duties last while the agreement is in force and for 3 years after it ends, and for as long as the information stays a trade secret or personal data.

We provide the service with reasonable skill and care, and in line with its description in all material ways. If it does not, tell us and we will fix it, or, if we cannot do that in a reasonable time, either of us may end the affected plan and we refund the fees you paid for the time left.

Apart from what these terms say, the service is provided as it is. As far as the law allows, we give no other promise, for example that it will meet every need you have or be free of every error.

Neither of us is liable to the other for loss of profit, revenue, business or goodwill, or for any indirect or consequential loss, however it arises.

Each party’s total liability under this agreement, for all claims together, is limited to the fees you paid or must pay for the service in the 12 months before the event that caused the claim. For a free trial, early access, or anything else you use without paying, we accept no liability, as far as the law allows.

These limits do not apply to your duty to pay our fees, or to liability for fraud, wilful misconduct, or anything else the law does not allow to be limited.

We defend you against a claim by someone else that the service, as we provide it, infringes their intellectual property, and we pay the damages and costs a court or a settlement we agree awards against you. If that happens, we may change the service so it no longer infringes, get you the right to keep using it, or end the affected plan and refund the fees you paid for the time left. This does not apply to claims caused by your data, third-party services, or a change or use we did not make or allow.

You defend us against a claim by someone else arising from your data, or from you or your users breaking the law or the acceptable use rules, and you pay the damages and costs awarded against us.

Whoever asks for this help must tell the other promptly, let them control the defence and any settlement, and help them reasonably.

You can end your agreement by cancelling your plan, as the fees section explains.

Either of us may end the agreement by written notice if the other seriously breaks it and does not put things right within 30 days of being told, or straight away if the other becomes insolvent or stops doing business.

We may suspend access, in whole or in part, if an invoice is overdue as the fees section explains, if your use puts the service, other customers or the law at risk, or if a court or authority requires it. We limit a suspension to what is needed, tell you the reason where the law allows, and lift it once the reason has gone.

When the agreement ends, your users can no longer sign in, and any fees owed up to then are due. Before it ends, your account stays open read-only so that you can check and export everything.

For 90 days after the agreement ends, you can still ask us for a complete export of your data: each kind of record as a CSV or JSON file, your documents and attachments as the original files, and your audit trail. After those 90 days we delete your data and keep a report of what was deleted, which you can ask for.

Two things are kept longer. Records the law requires to be kept for a set period, such as ledgers and payroll, are moved to a separate archive that nobody can sign in to, and deleted when that period ends; we tell you which in writing when you leave. Anything under a legal hold is kept until the hold ends. Copies in our backups expire on the backup cycle described on our security page.

Tax and company law may require you to keep your books for years after the end of a year; in India, the GST law requires most businesses to keep them for 72 months from the due date of the annual return. Export them before your account closes.

Anything in these terms that by its nature should last after the agreement ends does so, including confidentiality, liability, indemnities and the rules on disputes.

This agreement is governed by the laws of India.

If there is a dispute, tell us in writing. Senior people from each side then try to settle it in good faith within 30 days.

If it is not settled by then, either of us may refer it to arbitration under the Arbitration and Conciliation Act, 1996, by a sole arbitrator appointed by both of us or, if we cannot agree, as that Act provides. The seat and venue of the arbitration is Ahmedabad, India, and it is held in English. The award is final and binds both of us.

Subject to this, the courts at Ahmedabad have exclusive jurisdiction. Either of us may still ask a court for urgent interim relief.

If your business is outside India, the same rules apply unless your order says otherwise.

This section applies to everyone who visits primoerp.com, whether or not they are a customer.

The website explains what PrimoERP does and what it costs. Its content is general information, not legal, tax or accounting advice. Where we describe a law or a rule, we link to the official source and show the date we checked it; rules change, so check the source before you rely on it. Prices and features on the website can change, and what you sign up for is set by your order.

When you send us a form on this website, such as a request for a free trial or a partner application, give us correct details. We use them as our privacy policy explains. The forms are protected by Cloudflare Turnstile, which checks that a person is sending them.

Our cookie policy explains which cookies and similar storage this website uses, and how you can choose.

The website links to other sites, such as our booking page and official government pages. We do not control them, and their own terms and policies apply.

You may read, print and share the website’s pages for your own use. Do not copy them in bulk, scrape them with automated tools, use our name or logo without our permission, or try to disrupt or break into the website.

We may update these terms. The date at the top of this page shows when they last changed.

If a change materially affects your rights, we tell your administrators by email or in the app at least 30 days before it takes effect. If you do not accept it, you may end your agreement before then, and we refund the fees you paid for the time left. Changes the law requires may take effect sooner.

Other changes take effect when we publish them here. If you keep using PrimoERP after a change takes effect, the updated terms apply.

If your order and these terms differ, your order wins for the point it covers. On personal data, the data processing agreement wins over these terms.

This agreement is the whole agreement between us about the service, and it replaces anything said or written before about the same subject. Terms printed on your purchase orders do not apply.

We may transfer this agreement to a company in our group, or to whoever takes over the PrimoERP business, and we tell you when we do. You may transfer it only with our written consent, which we will not refuse without good reason.

Neither of us is responsible for a delay or failure caused by events beyond reasonable control, such as natural disasters, war, government action, or failures of the internet or power networks. Your duty to pay for the service already provided still applies.

We send notices to your administrators’ email address or in the app. Send formal legal notices to us in writing at C-109, Siddhi Vinayak Towers, near Kataria Arcade, opp. S.G. Highway, Makarba, Ahmedabad 380051, India, with a copy to [email protected].

If a court finds part of this agreement unenforceable, the rest stays in force. If one of us does not enforce a right straight away, it does not give that right up. We are independent businesses; this agreement does not make either of us the other’s partner, agent or employee. Nobody else has rights under it.

We name you as a customer, for example on our website, only with your permission.

This agreement is made in English. Accepting it online or by email is as valid as signing it on paper.

Questions about these terms: write to [email protected] or call +91 84609 48357, Mon–Sat, 9:00 AM–6:00 PM IST. Formal legal notices go in writing to QalbIT Infotech Pvt Ltd, C-109, Siddhi Vinayak Towers, near Kataria Arcade, opp. S.G. Highway, Makarba, Ahmedabad 380051, India. For privacy or security, write to the address below.

Privacy officer: Afzal Ali
Email: [email protected]