eAvio Platform Service Terms

Last updated: 04/06/2026

These eAvio Platform Service Terms govern the ordering, activation and use of the eAvio Platform, a hosted software-as-a-service platform provided by eAvio, d.o.o., Jadranska cesta 28, 2000 Maribor, Slovenia.

By ordering, activating, accessing or using the eAvio Platform, the Customer accepts these Service Terms and the other documents that form part of the Agreement.

1. Vocabulary and Definitions

In the Agreement, the following terms have the meanings below:

“Agreement” means these Service Terms together with the Order Confirmation, selected Plan, invoice, checkout confirmation and all applicable Additional Terms.
“Additional Terms” means the Privacy Policy, Data Processing Agreement, Hardware Terms, Plan and Feature Terms, and Acceptable Use, Email and SMS Policy.
“eAvio”, “Provider”, “we”, “us” or “our” means eAvio, d.o.o., Jadranska cesta 28, 2000 Maribor, Slovenia.
“Customer” means the legal entity, organisation, club, school, operator, company or person ordering, activating or using the eAvio Platform.
“User” means an individual person authorised by the Customer to access or use the eAvio Platform.
“eAvio Platform” or “Platform” means the hosted software-as-a-service platform provided by eAvio, including its modules, user interface, workflows, databases, documentation, updates and related cloud services.
“Subscription” means the paid right to use the eAvio Platform according to the selected Plan and Order Confirmation.
“Plan” means the selected commercial package of modules, aircraft limits, user limits, support level and included services.
“Module” means a functional part of the eAvio Platform, such as scheduling, aircraft management, user management, training records, maintenance reminders, document management, communication, tracker integration or reporting.
“Optional Services” means additional paid or separately activated services, including SMS services, tracker services, Hardware, additional users, additional aircraft, integrations, data migration, training, custom reports, Sponsored Feature Development and Custom Development.
“Customer Data” means data entered into, uploaded to, generated in or processed through the eAvio Platform by the Customer or its Users.
“Personal Data” means any information relating to an identified or identifiable natural person, as defined under applicable data protection law.
“Hardware” means physical devices or accessories provided, rented, sold, maintained or supported by eAvio, including aircraft trackers, SMS devices, RFID cards, magnetic keys, sensors, communication devices, SIM cards or similar equipment.
“Feature Request” means a suggestion, request or proposal by the Customer for a new feature, improvement, workflow, report, integration or other product enhancement.
“Sponsored Feature Development” means development work financially supported by the Customer in order to prioritise, accelerate or reserve development capacity for a feature that eAvio also considers relevant for the general eAvio Platform.
“Custom Development” means development work, integrations, reports, workflows, design adjustments, imports, exports, automation or modifications that are specific to the Customer and are not included in the standard eAvio Platform Subscription or general product roadmap.
“Order Confirmation” means the online checkout confirmation, accepted offer, signed order, invoice, quotation or other written confirmation specifying the selected Plan, price, limits, Optional Services and billing conditions.
“Effective Date” means the date on which the Subscription is ordered, activated, accepted or otherwise confirmed.

2. Documents Forming Part of the Agreement

The Customer’s use of the eAvio Platform is governed by the following documents:

these eAvio Platform Service Terms;
the Order Confirmation;
the Privacy Policy;
the Data Processing Agreement, where Personal Data is processed on behalf of the Customer;
the Hardware Terms, where Hardware or hardware-related services are used;
the Plan and Feature Terms;
the Acceptable Use, Email and SMS Policy.

Together, these documents form the Agreement between the Customer and eAvio.

If there is a conflict between the documents, the following order of priority applies:

individually agreed written offer or Order Confirmation;
Data Processing Agreement, for Personal Data processing matters;
Hardware Terms, for Hardware-related matters;
Plan and Feature Terms, for Plan limits and included modules;
Acceptable Use, Email and SMS Policy, for platform use and communication rules;
these Service Terms.

3. The eAvio Platform

The eAvio Platform is a cloud service intended to support aviation-related administration, club and organisation management, aircraft and user management, scheduling, communication, training, technical reminders, operational records, tracking-related workflows and other supported functions.

The Platform consists of two main parts:

the administrative and management part; and
the user-facing part.

Administrative and management part

The administrative and management part is intended for the Customer’s management, administrators and other authorised staff.

Depending on the selected Plan and activated Modules, this part of the Platform may be used to manage:

the Customer’s organisation, club, school or operator profile;
aircraft and aircraft-related data;
Users, roles and permissions;
pilots, instructors, students, members, renters, guests and other User groups;
scheduling and reservations;
training records and training progress;
licences, documents and user records;
aircraft availability and operational records;
technical reminders and maintenance-related information;
communication settings, notifications and messaging;
reports, statistics and other administrative data.

Through the administrative and management part, the Customer has control over which Users may access specific functions, data and workflows within the Platform.

User-facing part

The user-facing part is intended for authorised Users such as pilots, instructors, students, members, renters, guests and other persons who receive access from the Customer.

Depending on their role and permissions, Users may access functions such as:

aircraft availability;
reservations and scheduling;
personal flight, training or operational records;
training progress and training-related information;
documents and notices;
notifications and messages;
instructor or student-related workflows;
other functions made available by the Customer through the Platform.

The exact functions available to the Customer and its Users depend on the selected Plan, activated Modules and Optional Services.

The Platform is provided as a cloud service. The Customer does not need to provide its own server, application environment or technical infrastructure for normal use of the Platform.

4. Subscription Plans

The eAvio Platform is available in several Plans.

The selected Plan defines:

the included Modules;
the number of active aircraft;
the number of Users;
the support level;
the available Optional Services;
any other limits or commercial conditions stated in the Order Confirmation.

The standard Plans are described in the Plan and Feature Terms and on the eAvio website or Order Confirmation.

If the Customer exceeds the included Plan limits, eAvio may require the Customer to:

upgrade the Plan;
purchase additional capacity;
activate an Optional Service; or
agree a separate commercial arrangement.

5. 90-Day Satisfaction Guarantee

eAvio may offer an introductory satisfaction guarantee for the standard eAvio Platform Subscription.

Where the Order Confirmation includes a 90-Day Satisfaction Guarantee, the Customer pays the Subscription fees from the start of the Subscription, but may cancel the standard Platform Subscription within the first 90 days after activation and request a refund of the Subscription fees paid for the standard Platform Plan during that period.

The guarantee is intended to give the Customer enough time to evaluate whether the Platform fits its operational needs after activation and onboarding.

The guarantee applies only to the standard Subscription fee for the selected Platform Plan.

The guarantee does not apply to:

Custom Development;
Sponsored Feature Development;
custom design or configuration work;
custom integrations;
manual data entry beyond the agreed onboarding scope;
Hardware;
tracker devices;
SIM cards or telecom costs;
SMS costs;
third-party services;
on-site work;
travel expenses;
special integrations;
services already performed outside the standard Plan.

To use the guarantee, the Customer must contact eAvio in writing before the end of the 90-day period.

If the cancellation request is accepted under the guarantee, eAvio will refund the eligible Subscription fees paid for the standard Platform Plan.

After the 90-day period, the normal cancellation and notice rules apply.

6. Fees and Payment

Subscription fees are charged according to:

the selected Plan;
activated Modules;
Optional Services;
the Order Confirmation;
any additional written agreement between the Customer and eAvio.

Unless stated otherwise, Subscription fees are invoiced monthly in advance.

The Customer agrees to pay invoices within the payment period stated on the invoice.

If no payment period is stated, the payment period is 15 days from the invoice date.

All prices are stated without VAT unless clearly stated otherwise.

eAvio may adjust prices once per calendar year.

The Customer will be notified at least two months before any price adjustment.

If a price increase exceeds 10%, the Customer may contact eAvio to discuss the change or cancel the Subscription before the new price takes effect.

7. Optional Services

The Customer may activate Optional Services, depending on technical availability and the selected Plan.

Optional Services may include:

SMS broadcast service;
aircraft tracker service;
additional aircraft;
additional Users;
additional storage;
custom reports;
advanced integrations;
Sponsored Feature Development;
Custom Development;
additional training;
on-site support;
data migration or data import outside the standard onboarding scope.

Optional Services may be subject to:

additional fees;
technical requirements;
separate written agreement;
third-party provider terms;
specific limits or conditions stated in the Order Confirmation.

Standard initial onboarding and the initial import of Customer Data required to start using the Platform are included in the Subscription, provided that the data is supplied by the Customer in a reasonable, structured and technically usable format agreed with eAvio.

Additional, repeated, complex or non-standard data import may be treated as an Optional Service and charged separately.

This may include:

manual data cleaning;
historical data migration;
conversion from legacy systems;
reconstruction of incomplete records;
custom import scripts;
imports requiring substantial manual work;
repeated imports after the initial onboarding phase.

8. Feature Requests, Sponsored Development and Custom Development

eAvio continuously improves the eAvio Platform and is willing to consider reasonable Feature Requests, improvements, additional reports, integrations, workflow adjustments and other suggestions from Customers.

Many Feature Requests are useful not only for one Customer, but also for other clubs, schools, operators or organisations using the Platform.

Where eAvio recognises a requested feature as a good product improvement that fits the general direction of the Platform, eAvio may decide to include it in the standard product roadmap without charging the Customer for development.

In such cases:

eAvio remains free to decide if the feature will be developed;
eAvio remains free to decide when the feature will be developed;
eAvio remains free to decide how the feature will be designed, released, modified or prioritised;
inclusion of a request in the product roadmap does not create an obligation to deliver it within a specific timeframe;
no delivery deadline applies unless this is expressly agreed in writing.

If the Customer needs a useful product feature to be developed sooner than planned, or wants to influence the development roadmap, the Customer may request Sponsored Feature Development.

Sponsored Feature Development means that the Customer financially supports or reserves development capacity for a feature that eAvio also considers relevant for the general Platform.

The purpose of Sponsored Feature Development is to:

increase the priority of the feature;
reserve development capacity;
allocate development time to the feature sooner than would otherwise be possible;
support a feature that may later become part of the general eAvio Platform.

Sponsored Feature Development does not normally require the Customer to pay the full commercial cost of development.

Instead, eAvio may offer sponsorship tiers based on:

reserved development capacity;
a fixed number of development days;
priority analysis;
specification work;
implementation time;
testing;
earlier access to the feature;
priority communication during development.

The exact scope, price, timing and expected outcome of Sponsored Feature Development must be agreed separately in an Order Confirmation, quotation or written confirmation.

Sponsorship may be structured, for example, as:

small sponsorship for minor improvements or prioritised analysis;
medium sponsorship for a defined number of development days;
larger sponsorship for accelerated development of a substantial feature;
strategic sponsorship for important product functionality that may affect the wider eAvio roadmap.

Unless expressly agreed otherwise, Sponsored Feature Development does not give the Customer ownership of:

the developed software;
source code;
design;
workflow;
feature concept;
technical architecture;
related intellectual property.

The developed feature becomes part of the eAvio Platform and may be:

used by eAvio;
reused by eAvio;
modified by eAvio;
extended by eAvio;
offered by eAvio to other Customers.

Where appropriate, and with the Customer’s consent, eAvio may publicly acknowledge the Customer as a sponsor or contributor of a specific feature.

Such recognition may be made, for example, through:

the eAvio website;
release notes;
case studies;
product communication;
marketing material;
other suitable communication channels.

Such recognition is optional and does not affect ownership of the developed feature.

Separate from Sponsored Feature Development, the Customer may also request Custom Development.

Custom Development means development work, integrations, reports, workflows, design adjustments, imports, exports, automation or modifications that are specific to the Customer and are not included in the standard Subscription or general product roadmap.

Custom Development is not included in the standard Subscription unless expressly stated in the selected Plan or Order Confirmation.

If the Customer requests Custom Development, eAvio may prepare a separate offer or estimate.

Unless agreed otherwise, Custom Development is charged at:

65.00 EUR per development hour.

eAvio is not obliged to accept every:

Feature Request;
sponsorship request;
Custom Development request;
integration request;
workflow adjustment request;
custom report request.

Requested work must be:

technically feasible;
commercially reasonable;
compatible with the security of the Platform;
compatible with the architecture of the Platform;
compatible with the maintainability of the Platform;
compatible with the general development direction of the eAvio Platform.

Customers who need custom functionality, sponsored prioritisation or specific integrations should contact eAvio before ordering or during onboarding so that the scope, cost and timing can be agreed clearly.

Unless expressly agreed otherwise in writing, all improvements, Sponsored Feature Development and Custom Development become part of the eAvio Platform and may be reused, adapted or further developed by eAvio for other customers.

9. Cloud Service Operation, Maintenance and Updates

eAvio operates, maintains and provides the eAvio Platform as a cloud service using infrastructure provided or managed by eAvio or its trusted service providers.

The Customer does not need to install, operate or maintain its own:

application server;
database server;
hosting environment;
cloud infrastructure;
backup infrastructure;
application runtime environment.

The Subscription includes:

cloud service operation;
standard infrastructure management;
standard maintenance;
standard Platform updates;
security updates;
bug fixes;
reasonable technical improvements;
standard support.

eAvio may update or modify the Platform from time to time to improve:

security;
performance;
usability;
reliability;
maintainability;
functionality.

Planned maintenance that may significantly affect availability will be announced in advance where reasonably possible.

Urgent security, stability or infrastructure updates may be performed without prior notice where this is necessary to protect:

the Platform;
Customer Data;
Users;
service availability;
security;
infrastructure stability.

eAvio may use third-party service providers where reasonably necessary to operate and maintain the Platform.

These providers may include:

cloud infrastructure providers;
communication providers;
storage providers;
monitoring tools;
security services;
backup services;
other technical service providers.

10. Support

Standard support is included in the Subscription.

Support may be provided through:

email;
online communication tools;
support channels made available by eAvio;
other communication methods agreed by eAvio.

eAvio will make reasonable efforts to respond to support requests within a commercially reasonable timeframe, taking into account:

the severity of the issue;
the operational impact of the issue;
the selected Plan;
the nature of the support request;
technical availability.

Critical issues affecting the availability or core functioning of the Platform will be prioritised.

Support does not include:

general IT support for the Customer’s own computers;
support for the Customer’s internet connection;
support for the Customer’s mobile devices;
support for the Customer’s internal network;
support for SIM cards not managed by eAvio;
support for mobile operators;
support for third-party systems;
user training outside the agreed scope;
work that is treated as Optional Services or Custom Development.

11. Service Availability

eAvio will make reasonable efforts to provide reliable operation of the eAvio Platform.

The target availability is:

99.8% uptime per calendar month.

The following are excluded from availability calculations:

scheduled maintenance;
urgent security maintenance;
force majeure events;
outages caused by third-party infrastructure providers;
internet connectivity failures;
mobile network failures;
failures of SIM cards or telecom providers;
failures of the Customer’s own equipment or systems;
Customer actions or incorrect configuration;
integrations or services outside eAvio’s control.

eAvio does not guarantee uninterrupted or error-free operation of the Platform.

12. Customer Data

All Customer Data remains the property of the Customer.

eAvio may process Customer Data only for the purpose of:

providing the Platform;
maintaining the Platform;
securing the Platform;
improving the Platform;
supporting the Platform;
complying with legal obligations.

During the active Subscription, the Customer may access its Customer Data through the Platform.

Where technically available, the Customer may export data from the administrative interface.

After termination, the Customer may request a data export within 30 days.

After this period, eAvio may delete or anonymise the data, unless:

a longer retention period is required by law;

a longer retention period is agreed separately;

the data must be retained for legitimate legal, accounting, security or operational reasons.

Where Personal Data is processed, the Data Processing Agreement also applies.

13. Backups and Data Integrity

eAvio applies reasonable technical and organisational measures to protect the integrity and availability of Customer Data.

These measures may include:

database backups;
redundancy;
monitoring;
recovery procedures;
security controls;
infrastructure safeguards.

Backups are intended for:

disaster recovery;
technical incident recovery;
restoration after platform-level incidents.

Backups are not a replacement for the Customer’s own:

operational records;
legal records;
aviation records;
accounting records;
internal backup obligations.

eAvio does not guarantee that all data can be fully restored in every possible situation.

This applies especially where data loss results from:

incorrect data entered by the Customer or Users;
deletion or changes made by Customer Users;
third-party infrastructure failure;
internet or telecom failure;
force majeure events;
Hardware, SIM card, tracker or mobile network failure;
systems outside eAvio’s control.

The Customer is responsible for keeping any additional records or backups required for its own:

business continuity;
legal obligations;
aviation obligations;
operational continuity;
internal procedures.

14. Personal Data and Data Processing Agreement

Where eAvio processes Personal Data on behalf of the Customer, the Customer acts as the data controller and eAvio acts as the data processor, unless otherwise required by law.

Such processing is governed by the Data Processing Agreement, which forms part of the Agreement.

The Customer is responsible for ensuring that it has a lawful basis for:

entering Personal Data into the eAvio Platform;
processing Personal Data in the eAvio Platform;
giving Users access to Personal Data;
sending messages or notifications through the Platform;
using Personal Data for aviation, administrative or operational purposes.

15. Privacy Policy

The Privacy Policy explains how eAvio processes Personal Data relating to:

website visitors;
customer contacts;
Platform Users;
support communication;
billing contacts;
other persons interacting with eAvio.

By using the website, ordering the Platform or creating User accounts, the Customer confirms that relevant Users and contacts have been informed about the Privacy Policy where required.

16. Customer Responsibilities

The Customer is responsible for:

entering accurate and complete data;
managing its own Users, roles and permissions;
ensuring that only authorised Users access the Platform;
keeping login credentials secure;
verifying aircraft, pilot, operational and regulatory data;
ensuring that internal procedures are suitable and legally compliant;
ensuring that any aviation-related use complies with applicable laws and regulations;
reviewing outputs, reports, reminders and records before relying on them operationally;
obtaining any required aviation approval, authority acceptance, certification or airworthiness approval;
ensuring that Hardware installation, trackers, SIM cards or aircraft equipment comply with applicable rules.

The Customer remains responsible for:

all aviation decisions;
aircraft operations;
regulatory compliance;
internal procedures;
operational safety;
final verification of all Platform data before operational use.

17. Aviation Disclaimer

The eAvio Platform is a software tool intended to support aviation-related:

administration;
communication;
scheduling;
tracking;
training;
operational workflows;
technical and organisational records.

eAvio is not:

an aviation authority;
an aircraft operator;
a continuing airworthiness organisation;
a certifying body;
an approved training organisation;
a maintenance organisation;
a regulatory approval body.

The Platform does not replace the professional judgement of:

pilots;
instructors;
operators;
technical personnel;
accountable managers;
other competent persons.

The Customer remains solely responsible for verifying all:

data;
calculations;
documents;
reminders;
operational decisions;
regulatory obligations.

Where formal approval, certification, airworthiness assessment or authority acceptance is required, the Customer is responsible for managing that process.

18. Hardware-Related Services

Where the Customer orders or uses Hardware-related services, the Hardware Terms apply in addition to these Service Terms.

Hardware-related services may include:

tracker devices;
SMS Hardware;
RFID cards;
magnetic keys;
SIM cards;
sensors;
communication devices;
other physical devices or accessories.

Unless expressly agreed otherwise in writing, the Customer remains responsible for:

installation;
aircraft approval;
airworthiness requirements;
telecom subscriptions;
compliance with aviation rules;
operational use of Hardware.

19. Acceptable Use and Communication Rules

The Customer must use the eAvio Platform in accordance with the Acceptable Use, Email and SMS Policy.

The Customer is responsible for all communication sent through the Platform, including:

email messages;
SMS messages;
notifications;
broadcasts;
automated messages;
operational notices.

The Customer must ensure that it has the necessary:

legal basis;
consent;
legitimate reason;
internal authorisation;
recipient data accuracy.

eAvio may suspend or restrict messaging functions or Platform access if the Customer’s use creates:

legal risk;
security risk;
deliverability risk;
operational risk;
reputational risk;
risk to other Users or customers.

20. Intellectual Property

All intellectual property rights related to the eAvio Platform remain the exclusive property of eAvio.

This includes:

software code;
design;
user interface;
workflows;
database structure;
technical architecture;
documentation;
know-how;
platform logic;
future improvements;
product concepts;
feature designs.

The Customer receives a limited, non-exclusive, non-transferable right to use the Platform during the active Subscription and only for its own internal business or aviation operations.

The Customer must not:

copy the Platform;
reproduce the Platform;
reverse engineer the Platform;
resell the Platform;
sublicense the Platform;
commercially exploit the Platform or any part of it.

Unless expressly agreed otherwise in writing, Feature Requests, Sponsored Feature Development, Custom Development, improvements, integrations, reports, workflows or other developments do not transfer any intellectual property rights to the Customer.

21. Confidentiality

Both parties agree to treat confidential business, operational, technical, financial and platform-related information as confidential.

Confidential information may not be disclosed to third parties without written consent, except where disclosure is required by:

law;
court order;
competent authority;
professional advisers;
necessary service providers bound by confidentiality obligations.

This obligation continues after the end of the Subscription.

22. Non-Payment and Suspension

If the Customer does not pay an invoice within the payment period, eAvio may send a reminder.

If payment remains overdue for more than 30 days after the invoice due date, eAvio may suspend access to the Platform until all outstanding amounts are paid.

Suspension does not cancel the Customer’s obligation to pay outstanding invoices.

If the service is suspended due to non-payment, eAvio may archive the Customer’s data for up to 12 months.

During this period, recovery may be possible upon payment of:

all outstanding amounts;
a data recovery fee of 300.00 EUR.

After the archive period, data may be permanently deleted.

23. Cancellation and Termination

The Customer may cancel the Subscription according to the notice period stated in the selected Plan or Order Confirmation.

Unless agreed otherwise, the standard cancellation notice period is:

3 months.

During the notice period:

the Customer must continue paying the applicable Subscription fee;
the Customer may continue using the Platform, provided that all invoices are paid;
the Agreement remains in force until the end of the notice period.

Either party may terminate the Agreement immediately if the other party materially breaches the Agreement and does not remedy the breach within 30 days after written notice.

eAvio may immediately suspend or restrict access where continued access would create:

a security risk;
a legal risk;
an operational risk;
a risk to other Users;
a risk to other customers;
a risk to the Platform.

24. Limitation of Liability

eAvio will make reasonable efforts to provide a reliable and secure service.

However, eAvio is not liable for:

indirect or consequential damages;
loss of profit;
loss of business opportunity;
temporary service interruptions;
third-party infrastructure failures;
internet connectivity failures;
mobile network, SIM card or tracker communication failures;
incorrect data entered by the Customer or Users;
decisions made by the Customer based on Platform data;
aviation operational decisions;
regulatory non-compliance by the Customer;
force majeure events.

To the maximum extent permitted by law, eAvio’s total liability is limited to the Subscription fees paid by the Customer for the affected service during the previous 12 months.

Nothing in these terms limits liability where such limitation is not permitted by law.

25. Changes to the Service Terms

eAvio may update these Service Terms from time to time.

If changes materially affect the Customer’s rights or obligations, eAvio will notify the Customer in advance where reasonably possible.

Continued use of the Platform after the effective date of updated terms means that the Customer accepts the updated terms.

If the Customer does not agree with material changes, the Customer may cancel the Subscription according to the applicable notice period.

26. Governing Law and Disputes

The Agreement is governed by the laws of the Republic of Slovenia.

The parties will first try to resolve any dispute amicably.

If no amicable solution can be reached, the competent court in Maribor, Slovenia shall have jurisdiction, unless mandatory law provides otherwise.

27. Contact

For questions about subscriptions, customisations, onboarding or support, the Customer may contact:

eAvio, d.o.o.
Jadranska cesta 28
2000 Maribor
Slovenia

Email: info@eavio.aero

Website: www.eavio.aero