Terms of Service

1. Acceptance of Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("User", "you") and HelpXdesk ("Company", "we", "us") governing your use of the HelpXdesk platform and all associated services (collectively, the "Service").

By registering an account, clicking "Accept", or otherwise using the Service, you represent that you are at least 16 years of age and have the legal capacity to enter into this agreement. If you are using the Service on behalf of an organisation, you represent that you have authority to bind that organisation to these Terms.

2. Description of Service

HelpXdesk is a customer support helpdesk platform that enables organisations to:

• Receive, manage, and resolve customer support tickets.
• Communicate with customers via live chat and email integration.
• Publish knowledge base articles and FAQs.
• Configure automation rules, SLA policies, and escalation workflows.
• Generate reports and analytics on support performance.

We reserve the right to modify, suspend, or discontinue any part of the Service at any time with reasonable notice.

3. Account Registration

To access most features of the Service, you must create an account. You agree to:

• Provide accurate, current, and complete registration information.
• Maintain the security of your password and notify us immediately of any unauthorised access.
• Not share your credentials with any third party.
• Not create accounts using automated methods or false identities.
• Be responsible for all activity that occurs under your account.

We reserve the right to suspend or terminate accounts that violate these Terms or are used for fraudulent purposes.

4. Acceptable Use

4.1 Permitted Use

You may use the Service only for lawful purposes and in accordance with these Terms.

4.2 Prohibited Activities

You agree not to:

• Use the Service to transmit spam, malware, or any harmful content.
• Attempt to gain unauthorised access to any part of the Service or its infrastructure.
• Reverse engineer, decompile, or attempt to extract the source code of the Service.
• Scrape, crawl, or use automated tools to access the Service without our written permission.
• Impersonate any person or entity or misrepresent your affiliation.
• Use the Service to harass, threaten, or discriminate against any individual.
• Circumvent or attempt to circumvent any security measures or access controls.
• Violate any applicable local, national, or international law or regulation.

5. Intellectual Property

The Service, including all software, design, text, graphics, logos, and code, is owned by HelpXdesk and protected by applicable intellectual property laws. You are granted a limited, non-exclusive, non-transferable licence to use the Service solely as described in these Terms.

You may not copy, modify, distribute, sell, or create derivative works of the Service or any part thereof without our explicit written consent.

6. User Content

You retain ownership of content you submit to the Service ("User Content"), including ticket descriptions, messages, and attachments. By submitting User Content, you grant HelpXdesk a worldwide, royalty-free licence to host, store, transmit, and display that content as necessary to provide the Service.

You represent that you have all rights necessary to grant this licence and that your User Content does not infringe any third-party rights. We reserve the right to remove User Content that violates these Terms or applicable law.

7. Subscription & Billing

Certain features of the Service require a paid subscription. By subscribing, you agree to:

• Pay all applicable fees as described at the time of subscription.
• Provide accurate and complete billing information.
• Authorise recurring charges on your selected billing cycle.

Subscriptions renew automatically unless cancelled before the renewal date. Refunds are issued at our discretion, except where required by applicable law. We reserve the right to change pricing with 30 days' notice.

The customer portal (submit ticket, knowledge base) is free of charge for end users.

8. Termination

Either party may terminate this agreement at any time. You may cancel your account through your account settings or by contacting us. We may suspend or terminate your account immediately if:

• You materially breach these Terms.
• We are required to do so by law.
• We believe continued access poses a risk to the Service, other users, or third parties.

Upon termination, your right to access the Service ceases. Data deletion is governed by our Privacy Policy.

9. Disclaimer of Warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

We do not warrant that the Service will be uninterrupted, error-free, or free of harmful components. We make no warranty regarding the accuracy or completeness of any content on the Service.

10. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, HELPXDESK SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, DATA, OR GOODWILL, ARISING OUT OF OR IN CONNECTION WITH THESE TERMS OR YOUR USE OF THE SERVICE.

OUR TOTAL CUMULATIVE LIABILITY TO YOU FOR ALL CLAIMS ARISING UNDER THESE TERMS SHALL NOT EXCEED THE AMOUNTS PAID BY YOU TO US IN THE TWELVE MONTHS PRECEDING THE CLAIM, OR INR 5,000, WHICHEVER IS GREATER.

11. Indemnification

You agree to indemnify, defend, and hold harmless HelpXdesk and its officers, directors, employees, and agents from and against any claims, damages, losses, and expenses (including reasonable legal fees) arising from:

• Your use of or inability to use the Service.
• Your violation of these Terms.
• Your infringement of any third-party right.
• Any content you submit to the Service.

12. Governing Law

These Terms shall be governed by and construed in accordance with the laws of India, without regard to its conflict of law principles. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts located in Mumbai, Maharashtra, India.

If any provision of these Terms is found to be unenforceable, the remaining provisions shall remain in full force and effect.

13. Changes to Terms

We reserve the right to modify these Terms at any time. We will provide notice of material changes by:

• Updating the "Last updated" date at the top of this page.
• Displaying a prominent notice within the Service.
• Sending an email to registered account holders for significant changes.

Your continued use of the Service after the effective date of revised Terms constitutes your acceptance. If you do not agree to the updated Terms, you must stop using the Service.

14. Contact

For questions, legal notices, or concerns regarding these Terms, please contact us at: