These terms describe what a Qoblex onboarding program includes, what it does not, and what we need from you for it to work. They are short on purpose. You will be asked to confirm you have read them before you can book, because almost everything that goes wrong in an onboarding goes wrong when the two sides expected different things.
They apply to every paid onboarding program and to the kick-off call included on Business plans. The program itself, session by session, is on the onboarding page. If anything on that page and anything here ever disagree, this document is the one that counts.
1. What onboarding is
1.1 Onboarding is a guided program that gets your business live on Qoblex. It is delivered remotely, by video call, by a named Qoblex specialist. The sessions in your package are listed on the onboarding page, and that list is the scope of the work.
1.2 Onboarding is optional. Qoblex can be set up without us, and the knowledge base covers every step of doing so.
1.3 Onboarding is a separate, one-time service. It is not part of your subscription and is not included in it, other than the single kick-off call included on Business plans.
1.4 These terms sit alongside our general terms and conditions. Where the two cover the same ground, these ones apply to onboarding.
2. Before we start
2.1 You name one project owner. That person attends every session, moves the work along between sessions, and is our single point of contact. Somebody who can approve a change to how your business works needs to attend the kick-off call.
2.2 You tell us what you need at the kick-off call. We will ask about your sales channels, your warehouses, whether you manufacture, how you cost stock, what you are moving off, and what has to be true on go-live day. Requirements that are not raised at that point are not part of the agreed scope. This is not a technicality. A program is sized on what we are told, and a requirement that appears in week three displaces the sessions that were already booked.
2.3 You are responsible for getting us administrator access to any system you want connected, and for having the person who can grant it available when we need them.
3. Your data
3.1 Preparing your data is your responsibility. The CSV templates are generated by Qoblex and downloaded from the import wizards inside your account. Take them from there every time rather than reusing a copy saved or forwarded earlier, which can be missing columns a later release added. We explain what every column means, and we review what you fill in.
3.2 We do not clean your data. Deciding which of two near-identical SKUs is the real one, what a product is actually called, or which stock figure to trust is a question about your business, and we would only be guessing.
3.3 We review your completed templates before the import session and tell you what will fail: duplicates, missing units of measure, invalid characters, opening stock that does not reconcile. You correct it and send it back.
3.4 Once data is imported it is not reversed. Correcting an import afterwards is manual work and is charged under section 7. This is why the review in 3.3 is not optional.
3.5 If your data is not ready when the import session comes round, we will reschedule that session once at no charge and tell you what still needs doing. If it is still not ready at the rescheduled session, that session is treated as delivered and further attempts are charged under section 7. You will always be told this is about to happen before it happens.
3.6 You remain responsible for your own backups and for the accuracy of anything you send us. We handle your data under our privacy policy.
4. Integrations, and accounting in particular
4.1 You make the connection, not us. Xero, QuickBooks, Shopify, WooCommerce, Amazon and every other integration is authorized through your own login and your own consent to that provider. We cannot establish it on your behalf, and we will never ask you for credentials to a system we do not own. If anyone claiming to be from Qoblex asks you for a password to one of these, refuse and tell us.
4.2 Connect with syncing switched off. Before the integrations session, install the connection and set every sync option to Do Not Sync. A connection left live before its mapping is agreed will post transactions you did not intend, and unpicking those in your own ledger is your accountant’s work rather than ours.
4.3 What we do in the session is go through the settings screen with you driving: which ledger accounts and bank accounts each transaction type uses, tax mappings, how products are matched between systems, and which direction stock, prices and orders flow. We then run a test transaction through it with you before anything is switched on properly.
4.4 We do not configure the other system. Your store theme, your shipping carrier account, your marketplace listing settings and the configuration inside your accounting package are yours. We will tell you what Qoblex needs from them.
4.5 We are inventory specialists. We are not accountants, bookkeepers, auditors or tax advisers, and nothing we say during onboarding is accounting, tax or financial advice. For a Xero or QuickBooks connection this means we will help you map inventory, cost of goods, purchases, sales and tax rates to the accounts and codes that you or your accountant tell us to use.
4.6 We will not design your chart of accounts, choose your accounts or tax codes for you, decide how a transaction should be treated, reconcile your ledger, correct historical entries, or close a period. If you do not know which account something should post to, that is a question for your accountant, and we would rather pause the session than answer it. Your accountant or bookkeeper is welcome in the integration session, and it usually goes faster when they are there.
4.7 Override rules are capped, and the cap is the point. Qoblex override rules route particular transactions to a different ledger account or stamp them with a tracking category. Your package includes setting up a stated number of them with you per accounting connector: ten on Guided, twenty five on Full. Beyond that number the work is quoted under section 7. We have seen a single Xero configuration require more than eighty rules, which is an accounting project and not a session, and pretending otherwise serves neither of us. Qoblex’s own documentation describes override rules as accounting controls to be set with your bookkeeper or finance owner, and we agree with it.
4.8 Where a connector has limits, we will tell you what they are before we build a workflow on top of it rather than after.
5. What is covered, and what is not
5.1 Your program covers:
- Every session listed in your package on the onboarding page, run by your named specialist.
- Reviewing the import templates you have filled in, and telling you what will fail before it does.
- Giving you the go-ahead to import, and reconciling opening stock with you on the call. On Full we run the import for you; on Guided you run it yourself, with us on the call.
- A rehearsal of your cutover against a staging store, in the order the day will actually happen.
- Configuring Qoblex: locations, units of measure, tax rates, product and variant structure, costing method, user roles.
- Walking you through connecting the channels and accounting systems included in your package, and agreeing every sync setting with you.
- Training your team on the workflows they will actually run.
- A written readiness checklist and a cutover plan.
- Being available on go-live day, and the post-launch check-ins your package includes.
5.2 Unless it is written into your package, onboarding does not include:
- Cleaning, de-duplicating, translating or reconstructing your data.
- Accounting, bookkeeping, tax or financial advice of any kind, as set out in section 4.
- Counting your physical stock, or producing opening balances you do not already have.
- Configuration inside any system that is not Qoblex.
- Custom development, bespoke reports, or an integration with a system we do not have a connector for.
- Making a connection on your behalf, or holding credentials to any system we do not own.
- Override rules beyond the number stated in 4.7.
- Data migration from a legacy system beyond importing the templates described in section 3.
- Extracting your data from your previous provider, or anything that depends on their cooperation.
- Training beyond the sessions listed in your package, including training a new employee later.
- Writing your internal procedures, or any change management inside your business.
- Support outside your package, which is what your plan and the knowledge base are for.
5.3 Most of the things in 5.2 are things we can do. They are simply not in the price, and section 7 is how they get added.
6. Where this usually goes wrong
None of what follows is hypothetical. Each one has happened, more than once, and each one is why the section above it is worded the way it is. We would rather you recognized your own situation here than discovered it in week three.
6.1 The product list is not ready on import day. The session is booked, and the file arrives with duplicate SKUs, blank units of measure and stock figures nobody is confident in. We cannot fix this for you, because every correction is a decision about your business. Under 3.5 we reschedule the import once at no charge; a second miss uses the session up. The way to avoid it is to start the export from your current system in week one, not the night before.
6.2 “While you are in there, can you set up our Xero?” We will connect it and map to the accounts you name. The moment the question becomes which account something should post to, or how a transaction ought to be treated, we will stop and ask you to bring your accountant. That is not us being unhelpful. Getting it wrong quietly is far more expensive than pausing a session, and we are not qualified to get it right.
6.3 A requirement appears in week three. Somebody mentions that you also sell on a second channel, or that there is another warehouse, or that half the range is assembled from components. If it was not raised at the kick-off it was not in the program, and under 2.2 it is not in scope. We will quote it under section 7 and you decide. This is the single most common reason a program runs long, and it is nearly always avoidable by over-sharing at the kick-off.
6.4 The person who can decide is not in the room. Sessions turn into information gathering, decisions get taken away and never come back, and the same ground is covered twice. The session still counts as delivered. This is why 2.1 asks for a decision maker at the kick-off and a project owner at every session.
6.5 Somebody new joins after go-live. Training covers the team you had during the program. A new starter three months later is not a gap in what we delivered, and it is not covered. The knowledge base, Qoblex Academy and your own recordings of the sessions are the answer; paid time is available if you would rather.
6.6 Stock is counted a week before cutover and trading carries on. Opening stock then does not match reality on day one, and every figure downstream inherits the difference. Count as close to cutover as you can manage, and freeze what you can. If the numbers are already out by go-live, correcting them is your own stocktake, not a fault in the import.
6.7 You are moving off a system with no connector. Getting your data out of it is yours, and it depends on your previous provider's cooperation rather than on anything we control. We import whatever you can produce in the templates. Start that conversation with them early, because it is the step most often underestimated.
6.8 An import went in wrong and you want it undone. Imports are not reversed (3.4). Unpicking one afterwards is manual work and is quoted under section 7. The review step in 3.3 exists precisely so this does not happen, which is why we will not skip it even when the calendar is tight.
6.9 The Xero setup turns out to need eighty override rules. This is a real case, not a worst case. Every rule is a decision about where money lands in your accounts, each one has to be agreed with somebody who owns your ledger, and the priority order between them has to be reasoned about as a set. Past the allowance in 4.7 we will stop, tell you what we think it will take, and quote it. Very often the better answer is that your accountant builds them and we review the result, because they are the ones who can defend the choices.
6.10 A connection is switched on before the mapping is agreed. Orders and invoices start posting to default accounts overnight, and by the session there is a week of entries in the wrong place. Nothing about that is recoverable from our side: correcting a ledger is your accountant’s work. This is the entire reason 4.2 asks you to connect with everything set to Do Not Sync.
6.11 Somebody offers us a login. It is meant helpfully and we still say no. Every one of these integrations is authorized with your own consent under 4.1, we have no business holding your credentials, and a session where we are signed in as you is one where nobody can tell afterwards who changed what.
6.12 The free introduction call is treated as onboarding. A demo call is for working out whether Qoblex fits. It is not a setup session, and the person on it is not your onboarding specialist. If you want somebody to sit with your data, that is what a program is for.
7. Additional work
7.1 If something comes up that is outside your package, we will tell you at the time, describe what it involves, and give you a written quote. Additional work is charged at $199 per hour unless the quote says otherwise.
7.2 We will not start the work until you have accepted the quote in writing. You will never be invoiced for onboarding work you did not agree to in advance. If a request would be cheaper as an upgrade to a larger package, we will say so.
7.3 The published price of your package does not change because the work took us longer than we expected. Running over is our problem, not yours. The only thing that changes the price is a change in what you asked for, agreed under 7.2.
8. Sessions, rescheduling and attendance
8.1 Sessions are scheduled with you in advance. Each one has a purpose and a length, both published on the onboarding page.
8.2 You can move a session by giving us at least 24 hours notice, as often as you reasonably need to. A session canceled with less than 24 hours notice, or one where nobody from your side attends within 15 minutes of the start, is treated as delivered.
8.3 If we have to move a session, we will offer you a new slot within five working days and it does not count against your package.
8.4 Sessions run to their scheduled length. If one is running out of time we will either finish the remaining points by email or book a follow-up, and we will tell you which and whether it is chargeable.
8.5 Your package includes spare sessions: two on Guided, three on Full. They are not allocated to anything in advance. They exist because rollouts run over, and they are yours to spend on whatever that turns out to mean — a second attempt at an import, another pass at training a team, an integration that behaves differently to the rehearsal, or more time after go-live. We will suggest using one before we ever quote you for additional work, and the hourly rate in section 7 does not begin until they are gone. Unused spare sessions expire with the program under 9.1 and are not refunded or exchanged.
9. Timeframe, payment and cancellation
9.1 A program is valid for 90 days from the kick-off call. We will tell you in good time if you are at risk of running out of it, and we will extend it where the delay is ours or where something reasonable has happened to you. We are not looking to keep money for sessions you still want.
9.2 Onboarding is invoiced when you book and is payable before the kick-off call.
9.3 You can cancel before the kick-off call for a full refund. After the kick-off call we will refund the sessions you have not used, less the sessions delivered, at the package rate. Sessions treated as delivered under 3.5 or 8.2 count as used.
9.4 Cancelling onboarding does not cancel your Qoblex subscription, and cancelling your subscription does not automatically refund unused onboarding. Tell us if you want both and we will sort it out properly.
10. If something goes wrong
10.1 Tell your specialist first. If that does not resolve it, write to us and it will be reviewed by somebody who was not on the call. We would much rather fix a program in week two than argue about it in week six.
10.2 Our responsibility under these terms is limited to delivering the sessions in your package, and to re-running any session we did not deliver properly. Decisions about how your business runs, and the accuracy of the data you give us, remain yours.
10.3 Questions about any of this are welcome before you book. Use the help widget at the bottom of any page, or raise it on the kick-off call.
Last updated
These terms were last updated on 21 September 2026. If we change them, the version in force is the one published when you booked, and we will send you the new one rather than letting you find out on a call.