Terms of service

These terms of service are a contract between you and [COMPANY ENTITY] of [REGISTERED ADDRESS]. They govern your use of the fikadesk managed cloud (the Service). By creating an account or using the Service you accept them. If you accept on behalf of a company, you confirm you have authority to bind it.

Other documents form part of these terms. The Data Processing Agreement governs how we handle personal data. The Acceptable Use Policy sets the rules for what you may put through the Service. The Privacy Policy explains what we collect and why.

The Service is a support inbox. It brings email and website chat into one shared inbox, publishes a help center, and can answer conversations with an AI agent that runs on a model key you provide. Outbound replies are sent by email through our mail provider.

The Service is in private alpha. Accounts are provisioned by hand, features change without notice, and we may limit or suspend the Service at any time. We do not guarantee any level of availability during the alpha.

You must be at least 18 years old to create an account. You agree to provide accurate sign-up information and to keep it current.

You are responsible for the credentials that access your account and for everything that happens under them. Tell us at [SUPPORT EMAIL] if you believe an account has been compromised.

Customer data is the content you and your end users submit to the Service: conversations, messages, contacts, attachments, help center articles, and account configuration. You keep all rights in your customer data.

You grant us a limited license to host, store, and process customer data as needed to provide the Service. That license ends when the customer data is deleted.

You are the controller of your end users' personal data under data protection law. We act as a processor on your instructions. You warrant that you have the legal basis to collect and send that data to us, and that the data does not violate these terms, the Acceptable Use Policy, or any law.

You agree not to misuse the Service. The Acceptable Use Policy lists the prohibited uses, including sending spam, hosting illegal content, and probing our systems. It is incorporated into these terms by reference, and a violation is a breach of these terms.

Paddle acts as our merchant of record. When you pay for the Service, your payment relationship is with Paddle, and Paddle's terms and privacy policy apply to that transaction. We never see your full card number.

During the alpha we may not charge for the Service. When pricing is published, you agree to pay the fees listed for your plan. Fees are exclusive of taxes unless stated otherwise. You are responsible for any taxes that apply to your use.

Except where the law requires otherwise, fees are non-refundable. We may change pricing with notice, and the new price applies from your next billing period.

We own the Service, including its software, marks, and documentation. These terms grant you a limited, non-exclusive, non-transferable right to use the Service. They grant no other license.

The core product is open source under AGPL-3.0, and the widget, protocol package, and SDKs are Apache-2.0. You may run that code on your own hardware under those licenses. The control plane that provisions managed accounts is not open source.

The Service is provided as is and as available, without warranties of any kind, express or implied. We do not warrant that it will be uninterrupted, error-free, or secure, or that it is fit for any particular purpose. The Service is in alpha and may contain defects.

To the extent permitted by law, neither party is liable to the other for indirect, incidental, special, or consequential damages, including lost profits, lost data, or loss of goodwill.

Each party's total liability under these terms is limited to the greater of one hundred euros or the fees you paid us in the twelve months before the claim. These limits do not apply to your payment obligations, your breach of the Acceptable Use Policy, or either party's indemnification obligations, or where the law does not allow the limit.

You will indemnify us against claims, damages, and costs that arise from your customer data, your use of the Service, or your breach of these terms, unless the claim results from our own breach.

Either party may terminate these terms by closing the account. We may also suspend or terminate your access if you breach these terms, if we believe continued use creates legal or security risk, or if we stop offering the Service.

On termination we delete your customer data according to the Data Processing Agreement. You can delete your workspace yourself at any time, which removes the data and files it holds.

Where we process personal data on your behalf, the Data Processing Agreement applies and is incorporated into these terms by reference.

We may revise these terms as the Service changes. For material changes we will give you notice through the Service or by email. Continuing to use the Service after the change takes effect means you accept the revised terms.

These terms are governed by the laws of [GOVERNING JURISDICTION], without regard to conflict of law rules. Before starting formal proceedings, we ask that you contact us at [SUPPORT EMAIL] so we can try to resolve the dispute directly. If we cannot, the courts of [GOVERNING JURISDICTION] have exclusive jurisdiction.

Questions about these terms go to [SUPPORT EMAIL] or to [COMPANY ENTITY], [REGISTERED ADDRESS].