Business customers only. This translation is provided for international business customers. The German version is the original version. Individual quotations, data processing agreements and service level agreements take precedence.
1. Provider, scope and precedence
These Terms apply to contracts between PawPacs UG (haftungsbeschränkt), Kiekebüscher Dorfstraße 25, 12529 Schönefeld, Germany (“PawPacs”), and businesses, public-law entities or public-law special funds (“the Customer”). Conflicting customer terms apply only where PawPacs expressly accepts them in text form.
In the event of a conflict, the following order applies: individually signed agreement or quotation, data processing agreement, service level agreement, specific service description and then these Terms.
2. Contract formation
Website information invites a business enquiry and is not a binding offer. A contract is formed by acceptance of an individual quotation, an order confirmation or mutually agreed provision of the ordered service. The Customer confirms that it acts for commercial or independent professional purposes and not as a consumer.
3. Scope of service
The applicable operating model, storage, modules, sites, modalities, interfaces, support and any committed availability are determined exclusively by the higher-ranking contract documents. Website descriptions explain possible product functionality and do not automatically form part of every installation.
PawPacs may use appropriate suppliers and standard third-party or open-source components where the agreed function, security and data-protection requirements remain satisfied. Sub-processors are appointed in accordance with the applicable data processing agreement.
4. Trials and pilots
Only synthetic or effectively anonymised information may be used in a trial or pilot that has not expressly been approved for productive data. A trial does not automatically become a paid service. Productive operation requires a separate order, the required processing agreement and technical approval.
5. Customer cooperation
The Customer provides accurate contacts, technical information, approvals, network access and other prerequisites in time. It remains responsible for the lawfulness of submitted content, notices to individuals, its user permissions and the security of its endpoints and local networks.
Additional work or delay caused by missing cooperation, unavailable vendor access, unsuitable networks or uncontracted third-party services may be charged after prior notice.
6. Accounts and access security
Accounts must be used individually and credentials kept confidential. The Customer promptly reports suspected compromise, departed users and incorrect permissions. Available multi-factor authentication must be used for administrative or particularly sensitive access where agreed or made available for the installation.
7. DICOM, modalities and the local network
Unless expressly agreed otherwise, configuration, approval, maintenance and secure network attachment of CT, MRI, radiography, ultrasound and other third-party systems remain the responsibility of the Customer or device vendor. PawPacs supplies the agreed destination parameters and assists within the ordered scope. Classic unencrypted DICOM inside the Customer network must be protected by segmentation, firewall rules and appropriate local controls.
8. Operation, maintenance and availability
PawPacs operates the ordered services with reasonable professional care. Specific availability, response times, recovery times or 24/7 support apply only where expressly committed in a quotation or SLA. Necessary maintenance, security and update work may be performed; material planned restrictions are announced in advance where practicable.
9. Storage, backup and recovery
Primary storage is not an independent long-term or offline backup. The destination, retention, encryption, recovery process, RPO and RTO of an ordered backup are defined in the quotation or a separate service description. Short-term snapshots or recovery copies support service recovery and do not replace an expressly ordered backup.
The Customer selects the storage and backup level required for its statutory, professional and operational retention duties. PawPacs remains responsible for properly providing any backup service expressly included in the contract.
10. Customer information and rights
Rights in information supplied by the Customer remain with the Customer or the relevant rightsholder. For the contract term, the Customer grants PawPacs the rights necessary to store, transmit, display, back up and otherwise process the information as agreed. PawPacs does not use that information for its own advertising, profiling or unrelated purposes without a separate lawful basis and agreement.
11. Data protection and confidentiality
Each party complies with the data-protection law applicable to it. Where PawPacs processes personal information on behalf of the Customer, a data processing agreement must be in place before productive processing. It governs instructions, security measures, sub-processors, incidents, individual rights, evidence, export and deletion.
Each party protects non-public commercial, technical, medical and organisational information and limits access to people who need it for the agreed purpose. Mandatory legal disclosure duties remain unaffected.
12. Charges, tax and payment
Quoted prices are net prices. VAT is charged where legally applicable. Cross-border services or deliveries may trigger reverse-charge, import VAT, customs or similar customer obligations. Unless otherwise agreed, invoices are due within 14 days without deduction.
The Customer may set off only undisputed or finally adjudicated claims and may exercise retention rights only in relation to the same contractual relationship.
13. Term and ordinary termination
The individual contract defines the term and notice period. In the absence of another agreement, monthly cloud services may be terminated at the end of the current billing month. One-off project services end upon acceptance or complete performance.
14. Termination for cause and suspension
Either party may terminate for good cause. PawPacs may temporarily and proportionately restrict access in the event of a specific security threat, unlawful use, a material risk to other systems or material non-payment after notice. Where reasonable, the Customer is informed beforehand and given an opportunity to remedy the issue.
15. End of contract, export and deletion
The Customer may request a standard export before termination. Unless the individual contract provides otherwise, productive information is retained for up to 60 calendar days after termination solely for handover, migration and agreed assistance. The Customer may instruct earlier deletion.
Active productive information is deleted after that period unless law requires retention. Backup and recovery copies are put beyond use and overwritten within the agreed or documented rotation and deletion periods. Custom migration, transformation or physical media may be charged separately.
16. Software, deliverables and open source
PawPacs retains rights in its pre-existing software, platform, tools, templates and general know-how. For the contract term, the Customer receives a non-exclusive and non-transferable right to use the ordered services for its internal business purposes. Rights in custom deliverables are defined in the quotation. Open-source and third-party components remain subject to their respective licences.
17. Professional and regulatory responsibility
PawPacs does not replace veterinary, medical or other professional decisions. Responsible professionals remain accountable for diagnosis, treatment, interpretation, suitable displays and workstations and verification of clinically relevant results. Human-medical or primary-diagnostic use is permitted only where expressly contracted and supported by the required regulatory approval.
18. Defects
The Customer reports reproducible defects with the information reasonably required for analysis and allows PawPacs a reasonable opportunity to remedy them. Strict no-fault liability for defects existing at contract formation under section 536a(1) of the German Civil Code is excluded for services legally characterised as leases.
19. Liability
PawPacs has unlimited liability for intent and gross negligence, culpable injury to life, body or health, liability under the German Product Liability Act, an express guarantee and any other liability that cannot lawfully be limited.
For slight negligence in breach of an essential contractual duty, liability is limited to loss typical for the contract and foreseeable when the contract was made. Essential duties are those whose performance enables proper execution of the contract and on whose fulfilment the other party may normally rely. Liability for other slight negligence is excluded. Mandatory claims of individuals under data-protection law are not restricted.
20. Force majeure
Neither party is liable for delay or failure caused by circumstances beyond its reasonable control despite appropriate precautions, including natural events, war, government action, widespread telecommunications or power failure and serious attacks on third-party infrastructure. The affected party informs the other and reasonably mitigates the effect.
21. International services
A choice of German law does not displace mandatory rules applying to data protection, tax, customs, export, product safety, environmental obligations or regulated professional activity in the destination country. Responsibility for delivery, import, conformity and disposal of hardware is defined in the individual quotation before international shipment.
22. Amendments and text form
Contract amendments require at least text form unless law requires a stricter form. Merely publishing a newer version of these Terms on the website does not amend an existing contract.
23. Governing law and jurisdiction
German law applies, excluding the UN Convention on Contracts for the International Sale of Goods. To the extent legally permitted and validly agreed, the courts at PawPacs' registered office have exclusive jurisdiction; PawPacs may also sue at the Customer's general place of jurisdiction. Mandatory foreign rules referred to in section 21 remain unaffected.
If a provision is wholly or partly ineffective, the remaining provisions continue to apply and the relevant statutory rule takes its place.
24. Version
Last updated: 27 August 2026.