This article describes our terms and conditions for prepaid hours, including validity, use and discount structure.
About prepaid hours
Prepaid hours give you the flexibility to use hours for support and consultancy services as needed. The hours can be used for a wide range of tasks, including support, training and implementation.
Discount structure
We offer the following discounts on prepaid hours:
- 150+ hours: 20% discount
- 100-149 hours: 18% discount
- 50-99 hours: 15% discount
- 25-49 hours: 10% discount
- 10-24 hours: 5% discount
- 1-9 hours: Standard price
Validity
Prepaid hours are valid for 12 months from the date of purchase. Unused hours expire after this period and cannot be refunded.
Extending prepaid hours
You can extend your prepaid hours with more hours at any time, regardless of whether it is active or used up. When extending, the following applies:
- The extension follows the same discount structure as a new purchase, based on the number of hours
- The new hours are added to the existing prepaid hours
- All hours (original + extension) share the same ClickUp list for easy task management
- The extension is invoiced separately with its own invoice
- The validity period remains 12 months from the original purchase, unless otherwise agreed
- If the original prepaid hours is used up, it is reactivated when extended
An extension can be made via mit.available.dk under "Prepaid hours" by clicking "Extend" on the relevant prepaid hours.
Use of hours
Hours can be used for the following services:
- Support and guidance
- Training and onboarding
- Implementation of new features
- Troubleshooting and support
- Optimisation of existing solutions
- Development of new apps or integrations
- Design of a new help center
- Comprehensive restructuring of existing solutions
- Implementation of new products
Prices and payment
The standard hourly rate is DKK 1,295.00 plus VAT. This price applies up to and including 31/12 of the current year. The price is index-adjusted by a minimum of 2% each year in January.
Cancellation and refund
Prepaid hours cannot be refunded after purchase. Hours must be used within the validity period of 12 months.
Booking and use
To use hours from your prepaid hours, simply create or request a task via email, phone, ClickUp or mit.available.dk. Specify the desired service (e.g. support, training or implementation), as well as any special requirements. If you would like an estimate, this must be stated when making the request.
When we receive your enquiry, we create the task in ClickUp with all relevant details.
All tasks can be followed on mit.available.dk, including status, estimate, time spent and remaining hours. We aim to respond to all enquiries within 24 hours and to schedule tasks within five working days.
Task management and prioritisation
The customer is responsible for specifying which tasks they want resolved, as well as how they should be prioritised. If an estimate is required for a task, this must be stated at the time of creation. Without a request for an estimate, we treat the task as approved for execution and start it according to best practice and the highest quality.
All tasks are handled in our ClickUp system and can be followed at any time on mit.available.dk, including the estimate, time spent, the task's status and remaining hours (where an estimate has been given). If the prepaid hours is used up, the work is paused until additional hours are purchased.
Service Level
We commit to the following service levels for prepaid hours:
- Response to requests: Within 24 hours during business hours
- Scheduling of tasks: Within 5 working days after the request
- Documentation: Delivery of documentation within 5 working days after the completion of the task
- Support during the task: 4-hour response time during business hours
Confidentiality and Data Protection
Available commits to:
- Treat all customer information confidentially
- Implement appropriate technical and organisational security measures
- Comply with applicable data protection legislation, including the GDPR
- Only use customer information for purposes that are necessary to deliver the agreed services
- Inform the customer of any data breaches
Arbitration and Dispute Resolution
Any disputes must be resolved in the following order:
- Direct dialogue between the parties' contact persons
- A meeting between the parties' managers
- Mediation through an independent mediator
- Arbitration in Copenhagen under Danish law
The language of arbitration is Danish. The arbitration award is final and binding on both parties.
Limitation of Liability
Available's total liability towards the customer is limited to:
- Direct damage up to the amount the customer has paid for the prepaid hours in question
- No liability for indirect damage, including lost profit or business
- No liability for damage caused by the customer's own negligence
- No liability for damage caused by third parties
Contact
If you have questions about the prepaid hours terms and conditions, you can contact us at rasmus@available.dk.