Switching, transition and data retrieval

Information for Clock customers under Regulation (EU) 2023/2854 (the Data Act)

This page describes how a Clock customer can switch to another provider or to its own infrastructure, retrieve its data, or end its use of the Service, and what Clock does to assist. It is published in accordance with Articles 26 and 28 of the Data Act.

This page is a summary provided for information. The governing provisions are the Service Terms, Part V (clauses 15–21), with Addendum 2 (Data Portability) and Addendum 1 (Data Processing). Where this page and those documents differ, the documents prevail. Fees, discounts and the amounts payable on ending a committed period are set out in your agreement and in clause 20 of the Service Terms, and are summarised only briefly here.

Your right to switch

You may switch at any time — to another provider, to your own on-premises infrastructure, or to several providers at once. You do not need to wait for your contract term to end, and you do not need Clock's approval.

You start the process by giving notice of termination through the dedicated form in the Service, available to users of your account with the relevant rights. In the notice you state what you intend to do when the notice period ends: switch to another provider, switch to your own infrastructure, or erase your data. The provider of the data processing service is Klok AD, and the same process applies whichever company you contracted with.

The periods

Notice period — two months. The Service continues in full, at the fees of your agreement. If you have chosen to erase your data, your agreement ends when the notice period expires.

Transitional period — 30 calendar days, if you switch. It starts when the notice period ends. Your agreement remains in force, the Service continues in full, and Clock provides the switching assistance described below. You may extend the period if your migration needs longer, or end it early by confirming that the switch is complete; if you do neither, the switch is treated as complete when the period, as extended, expires. Clock cannot shorten it, and may extend it only where the switch cannot technically be completed in 30 days, with a reasoned notice and to no more than seven months. Your agreement ends when the switch is complete.

Data retrieval period — 30 calendar days. After the transitional period (or, if you erase rather than switch, after the notice period), your account is open for retrieval only: you can export your data but no longer use the Service operationally. No fees are due.

After that. Unless you have asked for erasure, Clock retains your data for a further twelve months at its own cost, with no access, as a safety net — in case your migration turns out to be incomplete or you decide to return. You can ask for it to be erased at any time, free of charge. Access to the data during this period, and retention beyond it, are available as paid services described in clause 21 of the Service Terms.

What it costs

Nothing for switching. Clock charges nothing for the exercise of switching rights, nothing for retrieving or exporting your data, nothing for the switching assistance described below, and nothing for erasure.

Service fees for the Service actually provided remain payable: during the notice period, at the fees and discounts of your agreement, unchanged; during a transitional period, at the Service Fee — the fee without the discount granted for a committed period — as with any service period running without a commitment. No fees are due for the data retrieval period. Where a discount was granted in consideration of a committed period and you terminate before its end, the discount received for the elapsed months is refundable, capped at 70% of the discounted fees for the remaining months; the calculation and worked examples are in clause 20 of the Service Terms.

Getting your data out

What you can export. Everything you have put into the Service and everything generated by your use of it — reservations, guest and company profiles, financial records, your configuration, and the documents the Service has generated for you, including invoices, credit notes and debit notes in bulk, in PDF, as issued. The exhaustive specification of the categories, the formats, the means of export and the few categories excluded (such as data specific to the internal functioning of the Service and card credentials held by the payment provider) is Addendum 2 (Data Portability); data structures and formats are documented at api-docs.clock-software.com, which is the authoritative reference. Clock claims no trade-secret exclusion over any of your data.

How. Through the Clock APIs — documented, machine-readable (JSON), available to you and to any third party you appoint, including your next provider — and through the export functions of the Service interface (CSV, XLSX, PDF). For switching, API access is granted without an integration agreement and without certification or API usage fees, and Clock does not refuse, restrict or condition it by reason of who the appointed third party is. Where a means of export is not active on your account, Clock activates it on request, free of charge; API credentials are issued within two working days.

The assistance you receive

During the notice period and the transitional period, free of charge: full API access for you and your appointed third parties; the published API documentation and reference examples; reasonable technical responses to questions from you or the provider you are moving to, within the standard support response time; continuity of the Service and clear information about any known risk to it; and the integrity, availability, completeness and security of your exportable data.

Clock's obligation is to enable and support the extraction of your data. Building the import into your destination system is a matter for you or your new provider — but Clock will answer their questions.

Optional paid services

Everything described above is free, and none of the services below is ever required in order to exercise any right on this page. They exist for customers who find them more convenient than the free route.

Data extraction performed by Clock. If you would rather not run the extraction yourself or through your new provider, Clock can perform it for you as a professional service, quoted and ordered separately.

Restricted Access Subscription. Read-only access to your existing data for reference, reporting and record-keeping after your agreement has ended — useful where statutory retention obligations run for years. You can retrieve your data free of charge whether or not you take it.

After the retrieval period. Once the data retrieval period has ended and your account is closed, a one-off release of your data, temporary access to retrieve it, extended retention, or reactivation of your account with its configuration and history intact are each available as paid services.

Pricing is set out in the Service specifications or, where not stated there, offered at the time of ordering.

Groups and shared data

If your hotel is part of a group subscription, your switching rights are yours and do not depend on your group's consent. You can retrieve the records relating to your own hotel, including your share of profiles used across the group. Transactions belonging exclusively to other hotels in the group are theirs, not yours. Details are in clause 19 of the Service Terms and in Addendum 2.

Where your data is

The Service is developed, hosted and operated by Klok AD. Hosting infrastructure is in Ireland. No hosting, storage or backup of your data takes place outside the European Economic Area. Requests by non-EU public authorities for access to your data are handled as described in clause 23 of the Service Terms, which gives effect to Article 32 of the Data Act.

If you are outside the EU

Clock applies these rights to every customer by contract, including customers established in jurisdictions where the Data Act does not apply.

This page is maintained by Clock and updated when the Service Terms or Addendum 2 change. Version: 28 September 2026.

Questions? Contact hello@clock-hs.com. To give notice, use the termination form in your account; if you cannot access it, write to hello@clock-hs.com and we will guide you.