1. Introduction
Welcome to ManuHive. These Terms of Service ("Terms") govern your access to and use of the ManuHive platform, including all related websites, applications, and services (collectively, the "Service"). By creating an account or using the Service, you agree to be bound by these Terms.
If you are using the Service on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms. If you do not agree to these Terms, you may not access or use the Service.
The Service is offered only to businesses: companies, sole traders, public bodies and other organizations that use it for their trade, business or profession. It is not offered to consumers. By creating an account, you confirm that you are acting for such a business and that you are at least 18 years old. Team Members invited to a Workspace must be at least 15 years old.
2. Definitions
- "Workspace" means an isolated tenant environment within the Service, containing all data, users, and configurations belonging to a single organization.
- "Workspace Owner" (Admin) means the user who created the Workspace or has been assigned the administrator role.
- "Team Member" means any user invited to a Workspace, regardless of their assigned role (admin, planner, moderator, operator, logistics, driver).
- "Your Content" means all data, files, and information that you or your Team Members upload, enter, or generate within the Service.
- "Subscription Plan" means the tier of service you have selected (Free, Basic, Pro, or Enterprise), each with specific feature access and usage limits.
- "ERP Integration" means any connection between the Service and a third-party Enterprise Resource Planning system configured by you.
3. Account Registration & Security
To use the Service, you must create an account. You agree to:
- Provide accurate, current, and complete registration information.
- Maintain the confidentiality of your account credentials (password and PIN).
- Immediately notify us of any unauthorized access to your account.
- Accept responsibility for all activities that occur under your account and Workspace.
4. Subscription Plans & Billing
The Service offers subscription tiers (Free, Basic, Pro, Enterprise) with varying features and limits as described on our pricing page. Each tier includes a stated number of machines and people; Basic and Pro can be extended with Extra packs, each adding machines and people at the price shown on the pricing page. Feature access and limits are enforced automatically by the platform.
Paid subscriptions, including any Extra packs, are billed monthly in advance through Stripe. An Extra pack added during a billing period is charged pro rata for the remainder of that period; a pack that is no longer needed is removed from the next invoice. All fees are quoted in Euros (EUR) and exclude VAT and other taxes. VAT is added where the law requires it. A business customer in another EU member state that gives us a valid VAT number is invoiced without VAT under the reverse-charge rule and accounts for the VAT itself. Outside the European Union, where the reverse charge or a similar rule applies, you account for the local tax yourself. You give us a valid tax or VAT number and confirm that you buy for your business; if you do not, we may add the local tax that we then have to charge. If the law requires you to withhold tax from a payment to us, you increase the payment so that we receive the full amount invoiced. Where a tax treaty lowers the rate, we give you our certificate of tax residence, and you send us the official receipt for the tax withheld.
You may upgrade or downgrade your plan at any time. Upgrades take effect immediately. Downgrades take effect at the end of the current billing cycle. If you exceed the limits of a lower plan upon downgrade, certain features may become unavailable.
We reserve the right to modify pricing with at least 30 days' prior written notice. Continued use of the Service after a price change constitutes acceptance of the new pricing.
Refunds are handled on a case-by-case basis. If you cancel within the first 14 days of a paid subscription and have not substantially used the Service, you may request a full refund by contacting support.
5. Free Plan
The Free plan is a permanent tier of the Service, not a trial period. It requires no payment information and does not expire; a Workspace remains on it until an administrator selects a paid plan, and its limits are those published on our pricing page. No Workspace is placed on a trial of a paid plan when it is created, and no trial period begins on its own. Where a first paid subscription includes an introductory trial period, its length and the payment details required to start it are shown by our payment provider before you confirm, and the subscription continues at the applicable price at the end of that period unless you cancel.
6. Acceptable Use
You agree not to use the Service to:
- Violate any law or regulation that applies to you, including data protection laws (such as the GDPR and Greek Law 4624/2019) and the laws of every country from which your Workspace is used.
- Upload or transmit malicious code, viruses, or any harmful content.
- Attempt to gain unauthorized access to other Workspaces, accounts, or systems.
- Interfere with or disrupt the integrity or performance of the Service.
- Use the Service to store or process special categories of personal data (such as health, biometric or genetic data) or personal data about criminal convictions, unless we have agreed to it in writing.
- Use automated scripts, bots, or scrapers to access the Service beyond the scope of our API, or exceed reasonable API rate limits.
- Resell, sublicense, or redistribute the Service without our prior written consent.
7. Data Ownership & Your Content
You retain all rights, title, and interest in Your Content. ManuHive does not claim ownership over any data you upload, create, or store in the Service.
You grant ManuHive a limited, non-exclusive license to host, store, process, and display Your Content solely for the purpose of providing and improving the Service. This license terminates when you delete Your Content or close your account.
You are solely responsible for the legality, accuracy, and appropriateness of Your Content. You warrant that you have all necessary rights and permissions to upload and process the data you store in the Service.
8. Data Protection & Security
Each Workspace is kept separate from every other. Row-Level Security (RLS) rules in the database limit every signed-in person to the data of their own Workspace, and we check that separation with automated tests. No system connected to the internet can be made completely secure, so we cannot guarantee that unauthorized access will never happen; Section 12 applies.
For the personal data that you and your Team Members enter in your Workspace, you are the controller and ManuHive processes that data on your behalf as your processor. Our Data Processing Agreement forms part of these Terms and governs that processing; by accepting these Terms, you also accept it. It is published at manuhive.com/dpa.
Security is a shared responsibility. We are responsible for the security of the Service itself. You are responsible for how your organization uses it: who you give access to and with which role, removing access when someone leaves, keeping passwords, PINs and the devices at your machines under your control, and keeping secret the links and keys you create in the Service (such as order tracking links, Power BI, Tableau and Excel links, calendar feeds, API keys and ERP credentials), revoking or renewing them if they are exposed.
9. Intellectual Property
The Service, including its design, source code, features, documentation, logos, and trademarks, is owned by ManuHive and protected by intellectual property laws. These Terms do not grant you any right to use ManuHive's branding or trademarks.
Feedback, suggestions, or feature requests you provide may be used by ManuHive to improve the Service without any obligation or compensation to you.
10. Third-Party Services
The Service integrates with third-party services. Your use of these integrations is subject to the respective third-party terms:
- Payment processing: Stripe (stripe.com/legal)
- Infrastructure & authentication: Supabase (supabase.com/terms)
- ERP integrations: Subject to your agreement with each ERP provider.
- Other providers that process personal data for us: listed, with their locations, in Annex 2 of our Data Processing Agreement.
11. Service Availability
We strive to maintain high availability but do not guarantee uninterrupted access to the Service. The Service is provided "as is" and "as available." We may perform scheduled maintenance with reasonable advance notice.
Enterprise plan customers may be eligible for a separate Service Level Agreement (SLA) with uptime commitments and compensation terms.
12. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, MANUHIVE SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, BUSINESS OPPORTUNITIES, OR GOODWILL.
Our total aggregate liability for all claims arising out of or related to these Terms, the Data Processing Agreement or the Service shall not exceed the amount you paid to ManuHive in the twelve (12) months preceding the claim.
Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable EU or Greek law, including liability for fraud, intent or gross negligence.
13. Indemnification
You agree to indemnify and hold harmless ManuHive and its officers, employees, and agents from any claims, damages, losses, or expenses (including reasonable legal fees) arising from: (a) your use of the Service; (b) your violation of these Terms; (c) your violation of any third-party rights; or (d) Your Content.
14. Termination
You may terminate your account at any time by contacting support, and an administrator may delete the Workspace in Settings. Deleting the Workspace in Settings deletes its data immediately and permanently, and the files uploaded to it within 30 days. If your account ends in any other way, we keep your Workspace data for 30 days so that you can ask us for an export, and then delete it permanently.
We may suspend or terminate your access to the Service if you violate these Terms, fail to pay applicable fees, or if required by law. We will provide reasonable notice unless immediate action is required to protect the Service or other users.
Sections regarding intellectual property, limitation of liability, indemnification, and governing law survive termination of these Terms.
15. Data Export & Portability
You may export Your Content at any time with the export features in the Service: PDF and CSV exports on the relevant pages, and a full export of your Workspace in Settings, available to administrators. If your account ends other than by deleting the Workspace yourself, you can ask us for an export within 30 days (Section 14). In accordance with GDPR Article 20, you may also request a machine-readable copy of your personal data by contacting support. To move your data to another provider, Section 19 applies.
16. Changes to These Terms
We may update these Terms from time to time. Material changes will be communicated via email or an in-app notification at least 30 days before they take effect. Continued use of the Service after changes take effect constitutes acceptance of the updated Terms. If you disagree with the changes, you may terminate your account before they take effect.
17. Governing Law & Dispute Resolution
These Terms are governed by and construed in accordance with the laws of the Hellenic Republic (Greece), without regard to conflict of law principles. Any disputes arising from these Terms or the Service shall be submitted to the exclusive jurisdiction of the courts of Thessaloniki, Greece, wherever you are established.
These Terms are published in English, Greek and German. If the language versions differ, the English version prevails. The same applies to our Privacy Policy and our Data Processing Agreement. By accepting these Terms, you choose English as the language of the contract and of the documents related to it. For customers in Quebec: Vous avez expressément choisi que ces conditions et tous les documents qui s'y rattachent soient rédigés en anglais.
18. International Use and Sanctions
The Service is operated from the European Union and is designed to meet European Union law. It can be used from other countries, but we do not promise that it meets the law of every country. If you use it from outside the European Union, you are responsible for complying with the laws that apply to you there, for example on data protection, on keeping business and tax records, and on recording the work of employees.
The Service may not be used in or from Russia, Belarus, Iran, North Korea, Cuba, Syria, or the Crimea (including Sevastopol), Donetsk, Luhansk, Kherson and Zaporizhzhia regions of Ukraine. For Russia, Belarus, North Korea and the occupied regions of Ukraine, this follows from the sanctions of the European Union and the United Nations; in particular, EU law prohibits providing business management and manufacturing software to the government of Russia and to companies established in Russia, and to the state of Belarus. For Iran, Cuba and Syria, it is because the providers we rely on for hosting, maps, sign-in and payments do not serve them. We may change this list when the law or those providers require it.
You may not use the Service for, or on behalf of, a person, company or other organization that is named on a sanctions list of the European Union or one of its member states, the United Nations, the United Kingdom or the United States, or that is owned or controlled by one, nor for a government, public body or state-owned company that is itself under such sanctions, such as the Government of Venezuela. By accepting these Terms, you confirm that none of this applies to you or to the members of your Workspace, and you will tell us at once if that changes. We may refuse, suspend or close an account or Workspace without notice and without liability where sanctions law requires it, or where continuing would expose us or our providers to sanctions.
We do not offer the Service yet in China (mainland), Egypt, Ghana, Kazakhstan, Rwanda, Turkmenistan, Uganda and Uzbekistan, because their laws require local data storage, a local registration or a licence that we do not hold yet. If you would like to use it there, write to us at the address in Section 21.
19. Switching to Another Provider (EU Data Act)
This section gives you the rights of Chapter VI of the EU Data Act (Regulation (EU) 2023/2854). Where it differs from other sections of these Terms, this section prevails.
You may ask us at any time, by writing to the address in Section 21, to move your data to another provider or to your own systems, or simply to delete it. Your request takes effect on the date you choose, at most two months after you send it. If you only want your data deleted, the contract ends on that date and Section 14 applies.
From that date we complete the switch within a transitional period of 30 days. During it we help you as far as reasonably needed, keep the Service running with due care so that your business can continue, tell you about any known risk to that continuity, keep the usual level of security, and give you the information you need for your exit plan. If 30 days are technically not possible, we tell you within 14 working days of your request and propose a longer period of at most seven months. You may extend the transitional period once, by a period you consider more suitable.
You can take with you everything you and your users entered in or created with the Service: products and the materials they need, work orders with their steps and work records, quotes, stock, lots and stock movements, warehouses and locations, suppliers and purchase orders, customers, transport companies, delivery routes and packaging, teams, machines with their shifts, downtime, maintenance and changeover rules, production flows, custom fields and their values, units, holidays, working days, overtime and alert rules, the files and photos you uploaded, the audit log, and the list of members and their roles. Most of it you can export yourself at any time (Section 15); we send you the rest on request. Not included, because they are security secrets: passwords, PINs, API keys, connection credentials (such as for an ERP system) and the secret parts of tracking, quote, Power BI, Tableau, Excel and calendar links. Your new provider issues new ones.
Formats: the full export in Settings is one JSON file, or a ZIP file with one CSV file per kind of record, in UTF-8. Each file is named after the kind of record it holds, the first line of each CSV file names its fields, records refer to each other by their ids, and times are in ISO 8601 (UTC). A text file in the ZIP lists every file and how many records it holds. Uploaded files keep the format they were uploaded in. This description, kept up to date on this page, is our register of data structures and formats.
After the transitional period, your data stays available for you to retrieve for at least 30 more days. When the switch is complete, the contract ends and we confirm it to you; at the end of the retrieval period we delete all your data, as Section 14 and our Data Processing Agreement describe. Switching, and our help with it, is free of charge.
20. Contact Point and Reporting Illegal Content (EU Digital Services Act)
Our single point of contact under Articles 11 and 12 of the EU Digital Services Act (Regulation (EU) 2022/2065), for the authorities of the EU member states, the European Commission, the European Board for Digital Services and the users of the Service, is the email address in Section 21. You can write to us in English, Greek or German.
If you believe that content stored in the Service is illegal, report it to that address. Please say what the content is and where it is, explain why you believe it is illegal, give your name and email address, and confirm that you believe in good faith that your report is accurate and complete. We confirm that we received it, look at it carefully and without undue delay, and tell you what we decided.
We do not monitor the content of Workspaces, and nothing is removed automatically: a person at ManuHive decides on each report. If we restrict access to content or to an account, we tell the administrators of the Workspace concerned why, and they can contest the decision by writing to the same address.
21. Contact Information
If you have questions about these Terms, please contact us at: