Terms of Service

1. Agreement

These Terms of Service ("Terms") are an agreement between Toadhut Technologies LLP, India ("we", "us"), and the business or person that creates an HDdesk account ("Customer", "you"). They apply to hddesk.com, the HDdesk console at app.hddesk.com, the HDdesk API and webhooks (the "Services").

Our Privacy Policy and Data Processing Addendum form part of these Terms. If you accept these Terms for a company, you confirm that you are authorised to bind it.

2. Definitions

• Account: your HDdesk tenant, which holds your subscription, agents, domains and data.
• Domain (or brand): a customer-facing identity in your Account, with its own branding, templates, mailboxes, business hours and SLA policy.
• Mailbox: an email address you connect to HDdesk to receive and send support mail. hddesk.com calls each Mailbox an "inbox".
• Agent: a person you invite to use your Account.
• Customer Data: the emails, tickets, attachments, contacts, companies and other content that you or your Agents put into the Services or that the Services receive through your Mailboxes.
• Plan: the subscription tier (Small, Medium or Large) that sets how many Mailboxes you can connect.

3. The Services

HDdesk is an email helpdesk. It receives email sent to the Mailboxes you connect, turns it into tickets, lets your Agents answer them, and sends replies from your Mailboxes. Features are described on hddesk.com and may change over time. We will not remove a core feature of your Plan during a paid billing period without telling you in advance.

4. Accounts and Agents

• You must give accurate sign-up and billing information and keep it up to date.
• The Account owner is responsible for the Account, its billing, and everything done by its Agents and API keys. Keep access to the email addresses used for sign-in, and your API keys, secure.
• Agents are unlimited. You decide which Domains each Agent can access.
• You must be at least 18 years old and using the Services for business purposes.

5. Plans, trial and billing

5.1 Plans

Plans differ in the number of Mailboxes you can connect: Small (3), Medium (10) and Large (30). Each email address counts as one Mailbox, whether or not it shares a Domain with another. Agents, tickets, contacts and automations are not limited by Plan. Attachment storage and outbound email are subject to the fair-use limits in section 7.

5.2 Trial

A new Account gets a free 14-day trial on the Large plan, with no payment details required. At the end of the trial, the Account becomes read-only until you choose a Plan. One trial per business.

5.3 Subscription and renewal

• Plans are billed in advance, monthly or yearly, in USD, EUR or INR, at the prices shown on hddesk.com/pricing when you subscribe.
• Subscriptions renew automatically at the end of each billing period until cancelled. You can cancel at any time in the console; cancellation takes effect at the end of the current billing period.
• Fees are non-refundable, including for partial periods, unused Mailboxes, and downgrades, except where the law requires otherwise. [Refund policy to be confirmed.]

5.4 Changing Plans

• You can upgrade at any time. [Proration terms to be confirmed.]
• To move to a Plan with fewer Mailboxes, first disconnect Mailboxes until you are within the new Plan's limit. Tickets received through a disconnected Mailbox stay in your Account. [To be confirmed when the Mailbox limit is built.]

5.5 Payments and taxes

• Payments are processed by Razorpay. A subscription starts or renews once the payment is confirmed.
• Prices exclude taxes. INR prices are charged with 18% GST for customers in India, who receive GST tax invoices. Services to customers outside India are supplied without GST as an export of services (zero-rated). You are responsible for any taxes you must account for in your own country.
• You are responsible for the accuracy of your GSTIN, legal name and billing address.

5.6 Late payment

If a renewal payment fails, we will tell you and retry. If it remains unpaid, the Account may become read-only until payment is made. Your data is not deleted because of a failed payment while the Account exists.

5.7 Price changes

We may change prices by publishing new prices on hddesk.com. A change applies to your subscription from your next renewal after at least 30 days' notice by email.

6. Mailboxes and email

• Your authority. You may connect only mailboxes that you or your organisation own or are authorised to use for customer support. By connecting a Mailbox, you authorise us to access it through the method you choose (Gmail, Microsoft 365, IMAP/SMTP or forwarding) to receive and send mail for your Account.
• Provider terms. Your use of Gmail, Microsoft 365 and other mail providers remains subject to your agreements with them. Their availability, limits and policy changes are outside our control.
• Sending. Replies are sent from your Mailboxes through your provider. Until a Domain has a Mailbox that can send, customer-facing mail for it may be sent from an HDdesk address at mail.hddesk.com with Reply-To set to your address. We cannot guarantee that any message is delivered, or how a recipient's provider will treat it.
• Support mail, not campaigns. HDdesk is for conversations with your customers. You must not use it to send unsolicited, bulk or marketing email, and you must comply with anti-spam and electronic-communications laws that apply to you.

7. Fair use

Plans include fair-use allowances for attachment storage (20 GB on Small, 100 GB on Medium, 500 GB on Large) and for outbound email per hour. They exist to protect the Services and other customers from abuse. If your use exceeds them, we will contact you before taking any action, and we may ask you to reduce usage or agree a different arrangement.

8. Customer Data

• You own your Customer Data. You give us the rights we need to host, process, transmit and display it to provide the Services to you, as described in the Data Processing Addendum.
• You are responsible for your Customer Data and for having a lawful basis to process the personal data in it, including the personal data of people who email your Mailboxes.
• You can export your Customer Data at any time as JSON or CSV, or through the API.
• When your Account is deleted, we delete Customer Data as set out in the Privacy Policy.
• We do not use Customer Data for advertising, do not sell it, and do not use it to train AI or machine learning models.

9. Acceptable use

You and your Agents must not:

• break the law, or infringe anyone's rights, including privacy and intellectual property rights;
• send spam, phishing, malware or content that is unlawful, harassing or deceptive;
• try to access another customer's data, or probe, scan or test the Services' security without our written permission;
• interfere with the Services, exceed rate limits deliberately, or place an unreasonable load on them;
• resell the Services or offer them as a standalone service to third parties without our written agreement (handling support for your own clients' brands is allowed);
• copy, reverse engineer or build a competing product from the Services, except where the law allows.

10. API and webhooks

• API keys belong to your Account. Keep them secret; you are responsible for everything done with them.
• The API is subject to the rate limits and documentation at app.hddesk.com/docs. We may change the API but will not remove or rename fields in a stable version.
• You are responsible for the security of your webhook endpoints and for verifying webhook signatures.

11. Support and availability

We provide support by email at support@hddesk.com. We aim to keep the Services available at all times, but do not guarantee uninterrupted service unless we agree a service level in writing. We may carry out maintenance, and will try to schedule planned maintenance outside business hours and give notice where practical.

12. Intellectual property

We own the Services, including the software, design and HDdesk name and logo. These Terms give you a limited, non-exclusive, non-transferable right to use the Services during your subscription. If you send us feedback, we may use it without obligation to you.

13. Third-party services

The Services work with third-party services that you choose to connect, such as Google, Microsoft and other mail providers, and use Razorpay for payments. We are not responsible for third-party services, and their own terms apply to your use of them.

14. Confidentiality

Each party will keep the other's non-public information confidential, use it only for the purposes of these Terms, and protect it with reasonable care. This does not apply to information that is public, already known, independently developed, or that must be disclosed by law.

15. Disclaimer

Except as expressly set out in these Terms, the Services are provided "as is" and "as available", and we disclaim all implied warranties, including of merchantability, fitness for a particular purpose and non-infringement, to the extent the law allows.

16. Limitation of liability

To the extent the law allows, neither party is liable for indirect, incidental, special or consequential losses, or for loss of profits, revenue, goodwill or data, and each party's total liability under these Terms is limited to the fees you paid us in the 12 months before the event giving rise to the claim. These limits do not apply to your payment obligations, to breaches of section 9, or to liability that cannot be limited by law.

17. Indemnity

You will defend and indemnify us against third-party claims arising from your Customer Data, your use of the Services in breach of these Terms, or your breach of law.

18. Suspension and termination

• You can stop using the Services and delete your Account at any time.
• We may suspend access if you breach section 6 or 9, if your use threatens the security or stability of the Services, or if required by law. Where practical, we will tell you first and give you a chance to fix the problem.
• We may terminate these Terms for a material breach that is not fixed within 30 days of notice, or immediately for serious or repeated breaches.
• If we stop offering the Services, we will give at least 60 days' notice and time to export your data.
• Sections 8, 12 and 14 to 19 survive termination.

19. Governing law and disputes

If a dispute arises, we will both first try to resolve it in good faith. These Terms are governed by the laws of India, without regard to conflict-of-law rules. Any dispute arising from them is subject to the exclusive jurisdiction of the courts in Chennai, Tamil Nadu, India.

20. Changes to these Terms

We may update these Terms. We will post the new version here with a new "Last updated" date and, for material changes, tell Account owners by email at least 30 days before they take effect. Continuing to use the Services after a change takes effect means you accept it.

21. Contact us