Changes in the Service Terms
This page compares the current version of the Clock Service Terms with the two previous versions, topic by topic. It is provided for convenience, is not exhaustive, and does not form part of the Service Terms; where this page and the Service Terms differ, the Service Terms prevail. Clause numbers refer to version 5.0.
How to read it. The version currently applying to your agreement is stated in the notification you received. If it is version 4.0, compare the two right-hand columns. If it is version 3.2, the whole row applies to you: the changes introduced by version 4.0 take effect for you for the first time together with version 5.0.
Version 5.0 is effective from 28 September 2026; for agreements concluded before that date, from the date stated in the notification, not earlier than one month after it.
| Topic | Version 3.2 (15 November 2020) | Version 4.0 (20 March 2026) | Version 5.0 (28 September 2026) |
|---|---|---|---|
| Who provides and who contracts | Service Terms "of Clock Software Ltd": Clock Software Ltd contracts and invoices; Klok AD not mentioned | Klok AD identified as owner and principal provider, Clock Software Ltd as reseller within Clock Group; Clock may change the contracting entity within the group | Klok AD is the provider of the data processing service and the processor of personal data, with obligations owed to the hotel directly (preamble, cl. 4, 24). From 1 January 2027 Klok AD is the sole contracting and invoicing party and Clock Software Ltd is released; notified three months in advance, with a one-month right to terminate (cl. 29) |
| Payment mandates on the change of company | — | — | Existing direct debits and card authorisations are transferred to Klok AD by arrangement with the payment providers; where not permitted, a replacement is requested in good time at no cost; no amount is collected twice; Clock Software Ltd still collects amounts due before the date (cl. 29–30) |
| VAT | Per the invoicing entity (UK supplier) | Unchanged | From 1 January 2027, Bulgarian supplier: UK hotels — reverse charge, no UK VAT; Bulgarian hotels — Bulgarian VAT; other EU hotels — intra-Community reverse charge; outside EU/UK — no change. Net fees unchanged (cl. 31) |
| Termination by the hotel | Not addressed in the Service Terms; governed by the agreement (fixed term with renewal, termination addendum) | Unchanged | At any time, on two months' notice, stating whether the hotel will switch to another provider, switch to its own infrastructure, or erase its data; notice given through the dedicated form in the service (cl. 15). Termination takes effect on completion of the switch or, where the hotel erases its data, at the end of the notice period |
| Early termination — what is payable | Not addressed in the Service Terms; under the agreement, a cancellation fee — the aggregate of the estimated monthly fees for the remaining months | Unchanged | No cancellation fee. Where a Discounted Service Fee was granted for a committed period, the hotel refunds the discount received for the elapsed months, capped at 70% of the discounted fees for the remaining months; worked examples in the clause (cl. 20.3) |
| Transition to a new provider | Not provided | Not provided | 30-day transitional period after the notice period, agreement in force and service in full; the hotel may extend it or end it early; Clock may extend it only for justified technical reasons, up to seven months (cl. 16) |
| Retrieving your data | No retrieval period; on termination access is suspended and the data retained (see below), with access during retention only against additional remuneration | Unchanged | 30-day data retrieval period after the transition, access for retrieval only, free of charge (cl. 17); full API access including for competing providers, documentation, technical responses and continuity as free switching assistance (cl. 18); Addendum 2 specifies what is exportable |
| Charges for switching or retrieval | Not addressed | Not addressed | None. Means of export available without charge at all times; no chargeable service required to exercise any right (cl. 18.3). Extraction performed by Clock remains an optional paid service (cl. 21.5) |
| Fees during notice and transition | Agreement fees to the end of the term | Unchanged | Agreement fees for the notice period; Service Fees (without the commitment discount) for the transitional period; nothing for the retrieval period (cl. 20) |
| Data after termination | Inactive retention period" of up to five years, then the data is destroyed; access, extended retention or destruction on request, the first two against additional remuneration | Clock entitled to erase after up to one year | Retained for a 12-month Retention Period at no cost, without access, then erased; erasure on request at any time, free; optional paid services: release or temporary access, extended retention, reactivation, read-only Restricted Access Subscription (cl. 21) |
| Suspension for non-payment | Suspension or restriction permitted where a breach is not rectified after written notice | Unchanged | Still permitted, but no suspension on any ground may prevent, delay or condition the retrieval or export of data, the switching assistance, or the running of the notice, transitional and retrieval periods (cl. 8.3) |
| Data protection roles | Customer as controller (for itself and its Affiliated Hotels), Clock as processor under the Data Processing Agreement, integral to the Service Terms | Unchanged | Same roles, restated (cl. 10.2); within a group subscription the group and the hotel may be joint controllers of shared data. Detailed terms now in Addendum 1 (version 2.0), integral part of the Service Terms |
| Sub-processors | No entrusting of personal data to others without the Customer's written permission, except Amazon Web Services as host | The use of Amazon Web Services and other sub-processors set out in the data processing terms | General authorisation; current list in Addendum 1, Schedule C; additions notified 30 days in advance with a right of objection and free exit from the affected part (Addendum 1, cl. 7) |
| Government and public authority access | Not addressed | Not addressed | Third-country requests complied with only on the conditions of Article 32 of the Data Act, minimum data, notice to the hotel; applies to all data, personal or not (cl. 23) |
| Support | Detailed support section: scope, covered and excluded incidents, guaranteed coverage per the Support plan in the agreement, channels, languages, registered support users, process; no fair-use framework | Official channels, covered and excluded incidents, fair use framework with a €100/hour fee for persistent misuse after notice | Restructured in cl. 12: scope, coverage and volume, response and working time, channels, fair use; standard levels are a floor an agreement may exceed but not reduce; support does not vary because notice has been given |
| Service levels and compensation | Three SLA tiers (Base, Standard, Enterprise) with different fee-reduction bands for uptime and performance; non-compliance and support compensations per instance; cap of 100% of the monthly fee, no cumulation, price reduction as exclusive remedy | Tiers replaced by a single set of uptime and performance targets and fee-reduction bands; cap, non-cumulation and exclusive remedy retained | Unchanged in substance (cl. 11–13); fee reductions credited by credit note |
| Service updates | — | Access to the prior version ceases once an update is implemented, without compensation | Unchanged (cl. 7.2) |
| Regulatory non-compliance | — | Right to terminate without cancellation fees clarified | Unchanged, and without any discount recovery (cl. 9.4) |
| Resellers | — | — | New Part VII: Klok AD remains the provider whoever sells; no reseller access to data unless the hotel grants it; change of reseller notified with three months' notice where practicable; a hotel required to contract with a new reseller may instead terminate free of any penalty, cancellation fee or discount recovery (cl. 24–26) |
| New versions of the terms | No mechanism in the Service Terms | Unchanged | Published with a summary of changes, notified to the official email addresses, effective at least one month later; objection right and, failing agreement, free termination; non-objection or continued use is acceptance (cl. 27) |
| Governing law | Not addressed in the Service Terms | Defined where not otherwise agreed in the agreement | Bulgarian law; courts at the seat of Klok AD; English text prevails over any translation (cl. 28) |
Archive of previous versions
| Version | Effective | Document |
|---|---|---|
| 5.0 | 28 September 2026 | Service Terms 5.0 |
| 4.0 | 20 March 2026 | Service Terms 4.0 |
| 3.2 | 15 November 2020 | Service Terms 3.2 |
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“Easy to use”
“Fast, intuitive, and reliable”
“Saves a lot of time”
“New staff learn it quickly”
“Accessible from any device”
“Less manual work”
“Fewer booking mistakes”
“Responsive and helpful support”