Terms & Conditions

of Ret­res­co GmbH, Grün­ber­ger Stra­ße 44a, 10245 Ber­lin, rep­re­sen­ted by its gene­ral mana­gers Alex­an­der Sie­bert and Johan­nes Som­mer, Dis­trict Court of Char­lot­ten­burg, regis­ter num­ber HRB 117049B.


0. Intro­duc­tion

Unless spe­ci­fi­cal­ly agreed other­wi­se in wri­ting, the fol­lo­wing pro­vi­si­ons bin­din­gly app­ly to con­tracts with Ret­res­co GmbH (her­einaf­ter, “Ret­res­co”). Whe­re the par­ties have agreed upon custo­mi­sed arran­ge­ments, the­se Gene­ral Busi­ness Terms and Con­di­ti­ons app­ly by way of sup­ple­men­ta­ti­on to any gaps in such arran­ge­ments. As a pre­cau­ti­on, con­tra­ry gene­ral busi­ness terms and con­di­ti­ons of the con­trac­ting part­ner are rejec­ted.

Plea­se take note of the­se Gene­ral Busi­ness Terms and Con­di­ti­ons. Retresco’s offer is direc­ted sole­ly to com­pa­nies, government aut­ho­ri­ties, and insti­tu­ti­ons and not to pri­va­te con­su­mers.

For the pur­po­se of impro­ved reada­bi­li­ty, Retresco’s con­trac­ting part­ner is refer­red to in the fol­lo­wing as the “Custo­mer”.


1. Who we are

Ret­res­co offers, inter alia, auto­ma­ted search tech­no­lo­gies for the inter­net and data bases, inclu­ding the fol­lo­wing ser­vices:


A. Soft­ware solu­ti­ons

depen­ding on the type of ser­vice and the con­tract con­tent, as a Soft­ware-as-a-Ser­vice (“SaaS”) or cloud com­pu­ting and/or as soft­ware con­vey­an­ce and/or as a ser­vice.

as well as

B. Ser­vices

care and main­ten­an­ce ser­vices (“ser­vice level agree­ments = SLAs”) for the soft­ware solu­ti­ons and ser­vices descri­bed under A.

SLAs must be express­ly agreed upon or orde­red as a sepa­ra­te ser­vice in addi­ti­on to the soft­ware solu­ti­on.

In the alter­na­ti­ve, Ret­res­co also offers to host soft­ware solu­ti­ons its­elf out­side of SaaS offers.


2. How con­tracts come about

Con­tracts with Ret­res­co nor­mal­ly come about through writ­ten offer and writ­ten accep­tan­ce, eit­her by


A. Ten­der (pitch)

with the Customer’s request to Ret­res­co and other com­pe­ti­tors to sub­mit a bin­ding offer (so-cal­led ten­der or pitch) and accep­tan­ce of Retresco’s offer by the Custo­mer.

The­se Gene­ral Busi­ness Terms and Con­di­ti­ons app­ly to – in the alter­na­ti­ve, in a sup­ple­men­ta­ry man­ner – such are­as of the con­trac­tu­al rela­ti­ons­hip that are not addres­sed in the ten­der docu­men­ta­ti­on and/or Retresco’s offer to the ten­der.

B. Con­clu­si­on of con­tract through nego­tia­ti­on

with Retresco’s writ­ten offer to the Custo­mer and writ­ten accep­tan­ce by the Custo­mer. Nor­mal­ly, email cor­re­spon­dence satis­fies the requi­re­ment of writ­ten form.

An offer can be accep­ted only uncon­di­tio­nal­ly. In cases of doubt, the offer is to be amen­ded by Ret­res­co or the Custo­mer fol­lo­wing agree­ment bet­ween the par­ties in such a way that accep­tan­ce can occur uncon­di­tio­nal­ly by the respec­tive other par­ty.

In the case of several offers for what appears to be the same ser­vice pur­po­se, the most recent offer app­lies exclu­si­ve­ly in each case. Whe­re not spe­ci­fied in the offer, Ret­res­co is bound by the offer for 20 busi­ness days.

The requi­re­ment of uncon­di­tio­nal accep­tan­ce also app­lies whe­re Ret­res­co has several bin­ding offers at its dis­po­sal at the same time and it con­veys them to the Custo­mer for express, optio­nal accep­tan­ce. Whe­re agreed upon in advan­ce with the Custo­mer, Ret­res­co can demand cost sharing or reim­bur­se­ment of expen­ses for par­ti­cu­lar­ly invol­ved offer cal­cu­la­ti­ons.

Cost esti­ma­tes are non-bin­ding and are pro­vi­ded to the Custo­mer sole­ly for learning about Retresco’s offer of ser­vices. By using a cost esti­ma­te, the Custo­mer gains know­ledge about the ser­vices for which it would like to request a bin­ding offer. This Custo­mer can accept this offer based on the cost esti­ma­te or request an amen­ded offer. A cost esti­ma­te is nor­mal­ly repla­ced by ver­bal con­sul­ta­ti­on by Ret­res­co.

If the Custo­mer would like to accept only parts of a uni­form offer, a new offer must be requested for the par­ti­al ser­vice. In such cases, Ret­res­co must veri­fy whe­ther the desi­red ser­vice is tech­ni­cal­ly and eco­no­mi­c­al­ly divi­si­ble and then, if appro­pria­te, recal­cu­la­te the indi­vi­du­al ser­vice.

Cost esti­ma­tes, offers, and accep­tan­ces should by desi­gna­ted as such by the par­ties as liter­al­ly as pos­si­ble in order to avo­id misun­derstan­dings. In cases of doubt, app­li­ca­ble is that which the par­ties appar­ent­ly wan­ted to decla­re from the stand­point of an objec­tive third par­ty.

If, by way of excep­ti­on, con­tract con­clu­si­on took place by tele­pho­ne, Ret­res­co will prompt­ly pre­pa­re a writ­ten con­tract con­fir­ma­ti­on and send it by fax and/or email (if a fax is not avail­ab­le) to the Customer’s busi­ness head­quar­ters or busi­ness address. The con­tent of such con­tract con­fir­ma­ti­on is then con­s­i­de­red to be bin­ding con­tract con­tent unless the Custo­mer prompt­ly objects in wri­ting to what is ren­de­red the­re.

For order volu­mes of EUR 20,000 or more, Ret­res­co will nor­mal­ly request a con­fir­ma­ti­on by fax or regu­lar mail of a con­tract con­clu­ded by email (coun­ter-signa­tu­re of the sum­ma­ry con­tract con­fir­ma­ti­on).


3. Con­tract per­for­mance

A. Soft­ware solu­ti­ons

Retresco’s ser­vices are nor­mal­ly bro­ken down into two pha­ses – con­cept crea­ti­on (plan­ning) and con­cept imple­men­ta­ti­on (rea­li­sa­ti­on).


Pha­se 1: Ret­res­co will first crea­te a detail­ed con­cept on the basis of the requi­re­ments com­mu­ni­ca­ted by the Custo­mer.

The (detail­ed) con­cept is the draft ela­bo­ra­ted in detail by Ret­res­co for the imple­men­ta­ti­on of the actu­al soft­ware solu­ti­on or the main ser­vice. The con­cept must be inspec­ted and accep­ted by the Custo­mer if the imple­men­ta­ti­on pro­po­sal is con­sis­tent with the con­tract.


Pha­se 2: On the basis of the detail­ed con­cept, Ret­res­co will imple­ment the ser­vice tech­ni­cal­ly. The imple­men­ted ser­vice must like­wi­se be inspec­ted and accep­ted.

After each con­cept is han­ded over, and after noti­fi­ca­ti­on of imple­men­ta­ti­on of the ser­vice, Ret­res­co will request inspec­tion and accep­tan­ce. If the ser­vice is not con­sis­tent with the con­tract, the Custo­mer can demand that it be impro­ved in accord­ance with sta­tu­to­ry pro­vi­si­ons. If a con­trac­tual­ly con­sis­tent ser­vice is not inspec­ted and accep­ted by the rea­son­ab­le dead­line set by Ret­res­co, inspec­tion and accep­tan­ce are deemed to have occur­red. It is equi­va­lent to inspec­tion and accep­tan­ce if the Custo­mer uses Retresco’s ser­vices in the cour­se of tra­de (e.g. “go live” of com­pon­ents deli­ve­r­ed by Ret­res­co, eit­her in who­le or in part).

Unless agreed other­wi­se, Ret­res­co per­forms instal­la­ti­on at the Custo­mer in the case of soft­ware con­vey­an­ce.

B. Ser­vice agree­ments

Ser­vice agree­ments (“SLAs”) are ser­vices based on the soft­ware solu­ti­ons and ser­vices pro­vi­ded by Ret­res­co and cover main­ten­an­ce and care, inclu­ding soft­ware updates by Ret­res­co to the extent spe­ci­fied in the SLA and for the peri­od spe­ci­fied in the SLA. The pro­vi­si­on of updates is at the dis­cre­ti­on of Ret­res­co; the­se are deter­mi­ned by tech­ni­cal requi­re­ments and are not tied to any regu­lar time inter­vals.

SLAs are cal­cu­la­ted with indi­vi­du­al ser­vice offer for the Customer’s needs. Unless agreed other­wi­se, a stan­dard SLA covers main­ten­an­ce and care ser­vice by Ret­res­co staff of two per­son-hours per week.

In the case of errors that ari­se spon­ta­neous­ly, Retresco’s respon­se time in con­nec­tion with the SLA is

- Mo-Fr from 6:00 a.m. to 8:00 p.m.: 4 hours

- all other times and on holi­days: 6 hours.


Respon­se time means the time after which Ret­res­co will at the latest begin the pro­cess of pro­blem ana­ly­sis and error search and not the time wit­hin which error eli­mi­na­ti­on must be com­ple­ted.

Unless express­ly agreed other­wi­se, care and main­ten­an­ce work is per­for­med as remo­te main­ten­an­ce.

The SLA’s mon­th­ly allot­ment of hours lap­ses on the last day of each month and is not car­ri­ed for­ward to sub­se­quent mon­ths.

Ret­res­co is to be com­pen­sa­ted for ser­vices bey­ond this at the rate of EUR 112.50 per tech­ni­ci­an-hour. When the SLA hour­ly bud­get is excee­ded, Ret­res­co will noti­fy the Custo­mer about the added costs that are ari­sing and the anti­ci­pa­ted work effort. The work time actual­ly expen­ded is to be com­pen­sa­ted. In each case, Ret­res­co will pre­pa­re a detail­ed invoice for this, with a lis­ting of the ser­vices ren­de­red.

During its term, the SLA repla­ces the sta­tu­to­ry war­ran­ty to the extent that Ret­res­co pri­ma­ri­ly begins with the respon­se time agreed upon in the SLA with the reso­lu­ti­on of any emer­ging pro­blems and also has the right to eli­mi­na­te in full any and all emer­ging pro­blems in con­nec­tion with the SLA.

If the pro­blem is evi­dent­ly attri­bu­ta­ble to Ret­res­co ser­vices, the eli­mi­na­ti­on of the error in con­nec­tion with the SLA does not lead to any addi­tio­nal costs for the Custo­mer. If the pro­blem is demons­tra­b­ly attri­bu­ta­ble to actions by the Custo­mer, tech­ni­ci­an-hours that exceed the hour­ly allot­ment spe­ci­fied in the SLA are invoi­ced at the rate of EUR 112.50 per tech­ni­ci­an-hour. In the lat­ter cases, Ret­res­co will clear­ly docu­ment the cau­se of the pro­blem for the Custo­mer.

C. Assign­ments of rights and war­ran­ty

For Retresco’s ser­vices out­side of an SLA, the sta­tu­to­ry war­ran­ty app­lies to the soft­ware in the con­di­ti­on in which it is nor­mal­ly con­vey­ed to the Custo­mer on a data sto­ra­ge medi­um (as unmo­di­fied initi­al ver­si­on).* Eli­mi­na­ti­on of errors in con­nec­tion with an SLA takes pre­ce­dence; if the eli­mi­na­ti­on of an error coin­ci­des with the war­ran­ty rea­son, Ret­res­co can extend the main­ten­an­ce peri­od in its dis­cre­ti­on and without addi­tio­nal costs for the Custo­mer up until eli­mi­na­ti­on of the error to an extent that both par­ties can rea­son­ab­ly be expec­ted to accept.


*= In deter­mi­ning whe­ther a sta­tu­to­ry or con­trac­tu­al war­ran­ty rea­son exists, it must be taken into con­s­i­de­ra­ti­on that soft­ware deve­lop­ment is always a dyna­mic pro­cess and that in most cases oppor­tu­nities to impro­ve and enhan­ce soft­ware do not ari­se until it is ope­ra­ted at one or more custo­mers through moni­to­ring and the asso­cia­ted expe­ri­en­ti­al values.

The­re­fo­re, the soft­ware is free of defects wit­hin the mea­ning of the­se con­tract terms if it gene­ral­ly per­forms the pre­su­med func­tions with an average relia­bi­li­ty that is custo­ma­ry for such soft­ware or is spe­ci­fied by Ret­res­co. The abi­li­ty to con­stant­ly impro­ve the soft­ware is thus inherent in the sys­tem and is not an indi­ca­ti­on of any defect in the initi­al soft­ware.

When the soft­ware is con­vey­ed, the source code and/or the right to revi­se the source code (and thus to revi­se the soft­ware) is assi­gned to the Custo­mer only if this was express­ly agreed upon, the rights for this were express­ly assi­gned, and com­pen­sa­ti­on for this desi­gna­ted to that effect was agreed upon in wri­ting in each case (“buy­out”).

In the event of an agreed con­vey­an­ce of the source code, the revi­si­on of same or of the soft­ware its­elf is pro­hi­bi­ted as long as Ret­res­co is at the same time obli­ga­ted in con­nec­tion with an SLA to main­tain and care for the sys­tem. This is necessa­ry for the pur­po­se of per­for­ming under the SLA agree­ment so that Ret­res­co can seam­less­ly track the respec­tive sta­te of revi­si­on of the soft­ware and ful­fil in con­for­mi­ty with the con­tract the duties assi­gned to Ret­res­co in con­nec­tion with the SLA. If the Custo­mer revi­ses the source code pri­or to expi­ry of the SLA, Ret­res­co is released from the ser­vice obli­ga­ti­ons and reta­ins the agreed claim to com­pen­sa­ti­on for the term.

Rights, inclu­ding rights of use, are assi­gned only to the extent necessa­ry for per­for­mance of the con­tract in accord­ance with its pro­vi­si­ons. Unless agreed dif­fer­ent­ly in wri­ting, the Custo­mer is given a non-exclu­si­ve right of use for the term of the con­tract (excep­ti­on: a soft­ware purcha­se was agreed upon). Ret­res­co has the exclu­si­ve right to sub-licence the ser­vices of Ret­res­co.

Per­son-hours going bey­ond the SLA are to be com­pen­sa­ted at the rate of EUR 112.50 per tech­ni­ci­an-hour, unless the mat­ter has to do with tech­ni­cal pro­blems for which Ret­res­co is evi­dent­ly respon­si­ble.

Ret­res­co is not awa­re that the ser­vices you offer would infrin­ge on third-par­ty intel­lec­tu­al pro­per­ty rights. If con­tra­ry to expec­ta­ti­ons this should pro­ve to be the case, Ret­res­co is given the right, at its choice, to chan­ge the ser­vice at its own expen­se in such a way that third-par­ty intel­lec­tu­al pro­per­ty rights are no lon­ger infrin­ged (with near­ly equi­va­lent sui­ta­bi­li­ty for use in con­for­mi­ty with the con­tract) or to acqui­re the necessa­ry rights of use. Only after Ret­res­co has refu­sed to do so is the Custo­mer given the right to ter­mi­na­te without noti­ce.

D. Com­pen­sa­ti­on

Unless express­ly agreed other­wi­se, the ser­vice is com­pen­sa­ted in the flat-rate amount spe­ci­fied in the con­tract. Pri­ces are net of app­li­ca­ble value-added tax.

Twen­ty-five per­cent of the total pri­ce is due after inspec­tion and accep­tan­ce of the con­cept, and the remai­ning 75% after inspec­tion and accep­tan­ce of the over­all ser­vice.

Unless express­ly agreed other­wi­se, ser­vices that exceed the con­trac­tual­ly agreed ser­vice are invoi­ced at the rate of EUR 112.50 per tech­ni­ci­an-hour.

Devia­ti­ons from the con­trac­tual­ly agreed ser­vice (“chan­ge request”) are con­s­i­de­red to be a sup­ple­ment to the con­tract or addi­tio­nal orders and are the­re­fo­re to be orde­red sepa­r­a­te­ly in wri­ting. In this case, Ret­res­co will sub­mit a cal­cu­la­ti­on of the anti­ci­pa­ted added effort and expen­se, which may be excee­ded without the Customer’s con­sent by a maxi­mum of 15%. Devia­ti­ons and addi­tio­nal orders must be orde­red by the Custo­mer express­ly – nor­mal­ly, in wri­ting – or are con­s­i­de­red to be not orde­red. Ret­res­co will prompt­ly send an order con­fir­ma­ti­on by fax and/or email in the case of any orders pla­ced by tele­pho­ne. Unless this order con­fir­ma­ti­on is objec­ted to prompt­ly (nor­mal­ly, wit­hin one busi­ness day), the order is deemed given as descri­bed the­re.

Fol­lo­wing expi­ry of the inspec­tion and accep­tan­ce dead­line, or, if app­li­ca­ble, when the sub­ject of the con­tract is put into ope­ra­ti­on, Ret­res­co will trans­mit an invoice for the com­pen­sa­ti­on due in each case. Payments are due upon rece­ipt of the invoice and must be paid into the below-listed account wit­hin 20 days, indi­ca­ting the offer num­ber.

Deut­sche Bank

Account: 11 20 310

Bank rou­ting code: 100 70 124

E. Coope­ra­ti­on by the Custo­mer

The Custo­mer will sup­port Ret­res­co with regard to the work necessa­ry for con­tract per­for­mance by fur­nis­hing Ret­res­co with all infor­ma­ti­on and access necessa­ry to pro­vi­de the ser­vice.

F. Lia­bi­li­ty

Retresco’s lia­bi­li­ty is limi­ted to typi­cal­ly fore­see­ab­le damages and at the same time to the value of the order. The fore­go­ing does not app­ly in the case of inju­ry to life, body, or health, as well as in the case of wil­ful mis­con­duct or gross fault. In such cases, sta­tu­to­ry lia­bi­li­ty gene­ral­ly app­lies. Retresco’s offer pri­ces nor­mal­ly make refe­rence to this limi­ta­ti­on of lia­bi­li­ty. Should, pri­or to con­tract con­clu­si­on, the Custo­mer express­ly desi­re that Ret­res­co assu­me fart­her-reaching lia­bi­li­ty, Ret­res­co will cor­re­spon­din­gly expand the scope of lia­bi­li­ty and add the costs asso­cia­ted with this to the offer.

In gene­ral, Ret­res­co is not lia­ble for damages that the Custo­mer its­elf (or its assi­stants) cau­ses to its­elf or third par­ties. This par­ti­cu­lar­ly app­lies whe­re Retresco’s ser­vices are used by the Custo­mer in bre­ach of con­tract and/or in excess of sta­tu­to­ry pro­vi­si­ons. Fur­ther­mo­re, Ret­res­co is par­ti­cu­lar­ly not lia­ble for claims by third par­ties against the Custo­mer, if third par­ties sue the Custo­mer on account of search results that were achie­ved through the use of Ret­res­co search tech­no­lo­gies. Ret­res­co does not owe the edi­to­ri­al con­trol of the search results or the con­tent of the data base pro­vi­ded by the Custo­mer.

G. Rights

1. Soft­ware

Ret­res­co grants the Custo­mer non-exclu­si­ve rights to use the soft­ware solu­ti­ons necessa­ry for per­for­mance of the con­tract for the term of the con­tract. Assign­ment of the rights of use is sub­ject to the pro­vi­so of payment in full of the com­pen­sa­ti­on. When the con­tract expi­res, all rights revert to Ret­res­co, unless a soft­ware purcha­se and/or the han­ding over of the source code and/or a con­ti­nua­ti­on of the right to ope­ra­te the con­trac­tu­al ser­vices is sepa­r­a­te­ly agreed upon in wri­ting and sepa­r­a­te­ly com­pen­sa­ted.

2. Con­tent

Ret­res­co acts sole­ly as a tech­ni­cal ser­vice pro­vi­der.

Ret­res­co will store (dupli­ca­te) and pro­cess (cata­lo­gue or pre­pa­re and sum­ma­ri­se for the seman­tic search func­tion) the Customer’s data and con­tent sole­ly on behalf of the Custo­mer and, unless express­ly agreed other­wi­se, for use by the Custo­mer.

Ret­res­co will neit­her uti­li­se the Customer’s data and con­tent for its­elf nor make same acces­si­ble to third par­ties.

Ret­res­co does not claim any rights of its own in and to the Customer’s data and con­tent and the sum­ma­ries pre­pa­red for the search func­tion. Pre­pa­ra­ti­on of con­tent is done in an auto­ma­ted man­ner.

Absent the Customer’s express inst­ruc­tions, Ret­res­co will not store any per­so­nal data (data of the Customer’s custo­mers). If Ret­res­co is enga­ged to store per­so­nal data, Ret­res­co will com­ply with the app­li­ca­ble pro­vi­si­ons of data pro­tec­tion.

The Customer’s data and con­tent, inclu­ding the sum­ma­ries pre­pa­red for the search func­tion, will be prompt­ly dele­ted by Ret­res­co eit­her fol­lo­wing the ending of the con­tract or a cor­re­spon­ding indi­vi­du­al order or (if ear­lier in time) at the Customer’s direct inst­ruc­tion.

Ret­res­co will per­man­ent­ly store only such data as are strin­gent­ly necessa­ry for bil­ling and, if app­li­ca­ble, sub­mis­si­on to the tax aut­ho­ri­ties in accord­ance with app­li­ca­ble law.

H. Amend­ment of the­se Gene­ral Busi­ness Terms and Con­di­ti­ons

Ret­res­co reser­ves the right to sub­stan­tively amend this Gene­ral Busi­ness Terms and Con­di­ti­ons, inclu­ding after con­clu­si­on of con­tract, as well as to sup­ple­ment them and then release them as a new ver­si­on.

Ret­res­co will prompt­ly noti­fy the Custo­mer by email of each new ver­si­on of the Gene­ral Busi­ness Terms and Con­di­ti­ons and at the same time trans­mit the new ver­si­on to the Custo­mer with a typo­gra­phic high­lighting of the chan­ges. In addi­ti­on, Ret­res­co will sum­ma­ri­se each major chan­ge in an announ­ce­ment let­ter.

For this pur­po­se, the Custo­mer must pro­vi­de Ret­res­co at all times with a cur­rent email address. Once noti­fi­ca­ti­on is given, the new ver­si­on is deemed appro­ved if the Custo­mer fails to object in wri­ting wit­hin two weeks (let­ter, fax, or email) or con­ti­nues to use the con­trac­tu­al ser­vices without objec­tion after the indi­ca­ted vali­di­ty date of the new ver­si­on.

In the event that the Custo­mer objects to chan­ges and/or sup­ple­men­ta­ti­ons necessa­ry for legal or tech­ni­cal rea­sons, Ret­res­co is ent­it­led to a spe­cial right of ter­mi­na­ti­on.

 I. Final pro­vi­si­ons

If the­se Gene­ral Busi­ness Terms and Con­di­ti­ons or parts here­of should be inef­fec­tive, the par­ties will, with respect to the inef­fec­tive part, agree on an effec­tive arran­ge­ment that most clo­se­ly appro­xi­ma­tes the objec­tively desi­red con­tent of the pro­vi­si­on.

Ber­lin is the place of juris­dic­tion.


Ver­si­on 21 Febru­ary 2013