Terms of Service

Last updated: 2026-06-24

These Terms of Service (“Terms”) govern your access to and use of the TicketON platform, including our web dashboard, mobile app, chat widget, and related services (the “Service”). Please also read our Privacy Policy, which explains how we handle personal data.

1. Agreement to these Terms

By creating an account or using the Service, you agree to these Terms. If you use the Service on behalf of a business, you confirm that you have the authority to bind that business, and “you” refers to that business. The Service is provided on a business-to-business basis and is intended for business or professional use. If you do not agree, do not use the Service.

2. The Service

TicketON is an omnichannel customer-support platform that lets businesses (“Merchants”) communicate with their customers across channels — including a shared inbox, website live chat, messaging channels, an AI agent that drafts replies, automations, and analytics. We may add, change, or discontinue features at any time, and we work to improve the Service over time.

3. Definitions

• Merchant — the business or person that holds a TicketON account.
• Operator — a support agent who uses the Service on a Merchant’s behalf.
• End-customer — a person who contacts a Merchant through the Service.
• Customer Content — messages, attachments, contact details, and other data submitted to or processed by the Service.

4. Accounts

You must provide accurate information, keep your credentials secure, and are responsible for all activity under your account. You must be at least 16 years old (or the age of majority where you live) and able to enter into a contract. Notify us promptly at [email protected] if you suspect unauthorized use of your account.

5. License and acceptable use

We grant you a limited, non-exclusive, non-transferable, revocable right to use the Service for your internal business purposes. You agree not to:

• break the law or use the Service for unlawful, fraudulent, or harmful purposes;
• send spam or unsolicited, unlawful, deceptive, or harassing messages;
• infringe the intellectual-property, privacy, or other rights of others;
• upload malware or attempt to gain unauthorized access to the Service or other accounts;
• copy, modify, reverse-engineer, scrape, or create derivative works of the Service, except as permitted by law;
• resell, sublicense, or provide the Service to third parties without our permission;
• interfere with, overload, or disrupt the Service or its infrastructure.

6. Your responsibilities for End-customer data

As between you and TicketON, you (the Merchant) are the controller of your End-customers’ personal data, and we process it on your behalf to provide the Service. You are responsible for having a lawful basis for that processing, for providing required notices to and obtaining any required consents from your End-customers, and for complying with applicable laws (including privacy and anti-spam / electronic-marketing laws). Our handling of personal data is described in our Privacy Policy. For customers subject to the GDPR, our Data Processing Agreement applies.

7. AI features

The Service includes AI tools that suggest or draft replies and assist with search and content moderation. AI output may be inaccurate, incomplete, or inappropriate. You are responsible for reviewing AI-generated content before sending it to End-customers or relying on it. AI features are provided “as is”, without warranty as to accuracy or fitness for a particular purpose. You also agree that:

• you will tell your End-customers when they are interacting with AI, and will not present AI output as human-generated;
• our AI sub-processors are contractually prohibited from using your conversation data to train their own foundation models;
• you will not use the AI features for high-risk purposes — such as medical, legal, or financial advice, or other decisions with significant effects on a person — without qualified human oversight.

Annex A — Current AI sub-processors.

We will update this list and give reasonable notice before adding a new AI sub-processor.

8. Third-party services and integrations

The Service may integrate with third-party platforms (for example Shopify, Telegram, Apple, and Google). Your use of those platforms is governed by their own terms, and we are not responsible for them. By enabling an integration, you authorize us to exchange the data needed to provide it.

9. Content and ownership

You retain ownership of Customer Content. You grant us a worldwide, non-exclusive license to host, store, process, transmit, and display Customer Content as needed to operate and improve the Service. We own the Service, our software, and all related intellectual property; no rights are granted to you except as expressly stated in these Terms. If you send us feedback or suggestions, we may use them without obligation to you.

10. Fees and billing

TicketON may offer free and paid plans.

• Billing through Shopify. If you install or subscribe to TicketON through the Shopify App Store, your subscription and any charges are billed through Shopify under Shopify’s billing terms, appear on your Shopify invoice, and are subject to Shopify’s payment, tax, and refund handling. You can view, manage, or cancel your subscription from your Shopify admin; cancellation or uninstalling stops future charges as handled by Shopify.
• Billing through Stripe. For plans purchased directly from us, payments are processed by our payment processor, Stripe, and the applicable fees, billing cycle, taxes, and renewal terms are presented at the point of purchase. Your card details are handled by Stripe; we do not store full card numbers.

Except where required by law (or, for Shopify-billed subscriptions, as handled by Shopify), fees are non-refundable. You are responsible for any applicable taxes not collected on your behalf.

11. Shopify App Store

If you access TicketON through Shopify (including the Shopify App Store): TicketON is solely responsible for the TicketON application and its support. Shopify is not liable for any fault in the application or any harm that may result from its installation or use, except where expressly stated by Shopify, and Shopify does not provide support for the application. TicketON is solely responsible for any liability that may arise from your access to or use of the application, including (1) the development, use, marketing, or distribution of, access to, or support of the application; and (2) our access, use, distribution, or storage of merchant data. Your use of Shopify is governed by Shopify’s own terms.

12. Export controls and sanctions

You may not use the Service if you are located in, or are a national or resident of, a country or territory subject to comprehensive trade sanctions, or if you are on an applicable restricted-parties or sanctions list. You agree to comply with all applicable export-control and sanctions laws and not to use the Service for any prohibited purpose, and you will not disguise your location to circumvent these restrictions.

13. Termination and suspension

You may stop using the Service or close your account at any time. We may suspend or terminate your access if you breach these Terms, if required by law, or to protect the Service or other users. On termination, your right to use the Service ends, and we may delete your data as described in our Privacy Policy — so please export anything you need beforehand.

14. Disclaimers

The Service is provided “as is” and “as available”, without warranties of any kind, whether express or implied, including merchantability, fitness for a particular purpose, non-infringement, and any warranty that the Service will be uninterrupted, secure, error-free, or that AI output will be accurate.

15. Limitation of liability

To the maximum extent permitted by law, TicketON will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of data, profits, or revenue. Our total aggregate liability arising out of or relating to the Service will not exceed the greater of (a) the amount you paid us for the Service in the 12 months before the claim, or (b) USD 100.

16. Indemnification

You agree to indemnify and hold harmless TicketON from any claims, damages, and costs (including reasonable legal fees) arising from your use of the Service, your Customer Content, the messages you send to End-customers, or your breach of these Terms or applicable law.

17. General

These Terms are the entire agreement between you and us regarding the Service and supersede prior agreements on the same subject. If any provision is held unenforceable, the remaining provisions stay in effect. You may not assign these Terms without our consent; we may assign them in connection with a merger, acquisition, or sale of assets. Our failure to enforce a provision is not a waiver of it.

18. Changes to these Terms

We may update these Terms from time to time. We will post the updated version on this page and revise the “Last updated” date above. Your continued use of the Service after changes take effect means you accept the updated Terms.

19. Governing law and disputes

We will try to resolve any dispute informally first — please contact us at [email protected]. These Terms, and any dispute relating to them, are governed by the laws applicable at the place where TicketON is operated, without regard to conflict-of-laws rules.

20. Contact

Questions about these Terms: [email protected].