Terms of service

1. The Service

Monesize Desk is a customer support and service management platform that lets organizations manage tickets, teams, customers, knowledge base articles, analytics, and a customer-facing support portal. The Service is currently provided free of charge as an internal or early-stage offering and may change or be discontinued at any time.

2. Accounts and Eligibility

• You must be at least 18 years old and capable of forming a binding contract to use the Service.
• You are responsible for safeguarding your login credentials and for all activity that occurs under your account. Notify us immediately of any unauthorized use.
• You may create and manage multiple organizations ("workspaces") under your account, subject to the entitlements available in the current version of the Service.

3. Acceptable Use

You agree not to, and not to allow others to:

• Use the Service to store or transmit unlawful, infringing, defamatory, or otherwise harmful content.
• Use the Service to violate any applicable law or regulation.
• Attempt to gain unauthorized access to the Service, other accounts, or related systems.
• Reverse engineer, decompile, or attempt to extract the source code of the Service.
• Interfere with or disrupt the Service, including by way of excessive automated requests.
• Resell, sublicense, or provide the Service to third parties as a hosted offering.

4. Your Data

• You retain all rights in the data you submit to the Service ("Your Data"), including customer information, tickets, and content.
• You grant us a limited license to process Your Data solely to provide, maintain, and improve the Service.
• You are responsible for Your Data, including ensuring you have the right to collect and process it and that it complies with applicable law.
• We may use de-identified or aggregated data for analytics and product improvement.
• Because the Service is currently provided free of charge and is still evolving, we may delete or migrate Your Data as part of maintenance or upgrades. Keep your own backups.

5. Privacy

Your use of the Service is subject to our Privacy Policy, which describes how we collect, use, and protect personal information. Where you use the Service to process personal data of your own customers, you are the controller of that data and must comply with applicable data protection law (including providing your own privacy notices).

6. Availability and Fees

• The Service is currently provided free of charge. We are not obligated to continue offering it free of charge and may introduce fees in the future with reasonable notice.
• Certain features may be restricted by plan or role, and we may add, change, or remove features at any time.

7. Customer Portal and Custom Domains

• The Service may provide a customer-facing portal for your end customers. You may map a custom domain to your portal subject to DNS and hosting requirements we specify.
• You are responsible for the content published through your portal and for the customer communications sent through the Service.

8. Intellectual Property

• As between you and us, we own all rights in the Service, including its software, design, and trademarks. Except for the license granted herein, no rights are transferred to you.
• We grant you a non-exclusive, non-transferable, revocable license to use the Service in accordance with these Terms for as long as your account remains active.

9. Email and Communication

The Service may send transactional email (for example, ticket notifications and support emails) on your behalf using a support address you configure. You are responsible for ensuring such communications comply with applicable anti-spam laws (for example, CAN-SPAM and GDPR).

10. Suspension and Termination

• We may suspend or terminate your access if you breach these Terms or if required by law, with notice where reasonably practicable.
• You may terminate your account at any time. On termination, Your Data may be permanently deleted; export it before closing your account.
• Sections that by their nature should survive termination (including Sections 5, 8, 10-14) will survive.

11. Disclaimer of Warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE", WITHOUT WARRANTIES OF ANY KIND, 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 SECURE.

12. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOSS OF PROFITS, REVENUE, OR DATA. BECAUSE THE SERVICE IS CURRENTLY PROVIDED FREE OF CHARGE, EACH PARTY'S TOTAL LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS WILL NOT EXCEED THE AMOUNTS YOU PAID US IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM.

13. Indemnification

You agree to indemnify and hold harmless Monesize and its affiliates from claims arising out of your use of the Service, your breach of these Terms, or your violation of any law or third-party rights.

14. Governing Law and Disputes

These Terms are governed by the laws of England, without regard to conflict-of-law principles. Any disputes shall be resolved in the courts of England. Disputes may first be submitted to binding arbitration.

15. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes with reasonable notice. Continued use of the Service after changes take effect constitutes acceptance of the revised Terms.

16. General

• These Terms constitute the entire agreement between you and us regarding the Service.
• If any provision is held unenforceable, the remaining provisions shall remain in effect.
• Our failure to enforce any provision is not a waiver of that provision.
• You may not assign these Terms without our consent; we may assign them in connection with a merger, acquisition, or sale of assets.

17. Contact

Questions about these terms: hello@monesize.com · 128 City Road, London, United Kingdom, EC1V 2NX.