TicketToolX Terms of Service

Last updated: 17 August 2026.

These Terms govern your use of TicketToolX, a support ticketing application for Discord operated by the TicketToolX team ("we", "our", "us"). Please read section 9 on liability, which limits what we owe you if something goes wrong.

1. Accepting these terms

You accept these Terms by adding TicketToolX to a Discord server, by signing in to its dashboard, or by purchasing any paid feature. If you are accepting on behalf of a server or an organisation, you confirm you are authorised to do so.

These Terms do not override Discord's. You must also comply with Discord's Terms of Service, Community Guidelines and any applicable Discord policy. Where anything here conflicts with Discord's terms as they apply to Discord, Discord's terms govern, and the conflicting part of these Terms does not apply.

2. Eligibility

You need a Discord account in good standing and must meet Discord's minimum age, which is 13 and higher where local law requires it. To configure the service for a server you must hold the relevant permissions in that server.

3. Who you are buying from, which depends on how you pay

This is the single most important thing to understand about a purchase, because it decides whose refund policy applies to you.

3.1 Bought inside Discord

If you buy through Discord's own purchase system, Discord is the merchant of record and your purchase contract is with Discord, under Discord's Paid Services Terms. We are not a party to that transaction. Discord's refund policy governs it and we cannot grant a refund on Discord's behalf, nor promise one Discord would not give.

Discord generally treats payments as non-refundable, including for partial subscription periods, unused services and one-time purchases, subject to the statutory exceptions in section 5.

3.2 Bought directly from us

If you buy through our own checkout, we are the merchant of record and your contract is with us. Section 5 applies.

4. Subscriptions and automatic renewal

For anything sold directly by us, before you are charged we tell you the price, the currency, what is included, and how often it recurs. Then:

• Subscriptions renew automatically at the same interval until you cancel.
• You can cancel at any time, online, in the dashboard, in no more steps than it took to subscribe. No email, no phone call, no retention conversation.
• Cancelling stops the next renewal. Access continues to the end of the period you already paid for.
• Where the law requires it, including for California residents on annual plans, we send a reminder before an automatic renewal, with the price and the date.
• A price change never affects an existing subscription. You keep the price you signed up at until you cancel. If we change the price for a renewal, we tell you first and you may cancel before it takes effect.
• Credits, where offered, are prepaid and consumed by the features you spend them on.

Subscriptions bought inside Discord renew under Discord's terms and are cancelled through Discord.

5. Refunds and cancellation rights

5.1 If you are an EU, EEA or UK consumer

You have a statutory right to withdraw within 14 days of buying a digital service, without giving a reason, and nothing in these Terms takes that away.

If you ask us to start immediately, we will ask you to expressly consent to immediate performance and to acknowledge that you lose the right to withdraw once the service has been fully performed. Unless you have given that express consent, the 14-day right stands. To exercise it, email support@claritya.com within 14 days and we refund you without undue delay.

5.2 Everyone else, on purchases made directly from us

We refund where the service materially failed to work as described. Credits already consumed are not refundable. We may also refund at our discretion.

5.3 Material changes to something you paid for

If we materially reduce or remove a paid feature during a period you have already paid for, we will either refund you or give you clear advance notice of the change, and you may cancel. This is an obligation we owe you under Discord's Monetization Policy as well as under these Terms.

5.4 Failed payments

If a payment fails we may suspend paid features until it is resolved. Your configuration and data are retained during a suspension, not deleted.

6. The service, and what we do not promise

We provide the service on an ongoing basis and may add, change or remove features. We will give reasonable notice before removing a feature that a paid plan depends on, and section 5.3 applies.

We do not guarantee uninterrupted availability. The service runs on Discord's platform and depends on Discord's API, its rate limits, its uptime and its policies, none of which we control. A change Discord makes can degrade or disable a feature with no notice to us. That is a real risk of building on someone else's platform and we are telling you about it rather than burying it.

7. Acceptable use

You may not use TicketToolX to harass, deceive, defraud or endanger anyone, to distribute illegal or age-restricted content to people who should not receive it, to evade a Discord enforcement action, or to break any applicable law.

You may not attempt to circumvent limits or entitlement checks, reverse engineer the service except where law expressly permits, resell access without a written agreement with us, generate abusive volumes of requests, or interfere with the operation or security of the service.

We may suspend or terminate access for a breach of this section, including for the server whose administrator committed it.

8. Content and ownership

We own the service, its software, branding and documentation, and you get a limited, revocable, non-transferable licence to use it while these Terms are in force.

You keep ownership of your own configuration, message templates, uploaded documents and ticket content. You grant us only the licence we need to operate the service for you, and nothing more.

You are responsible for what you and your members write in tickets, in templates, and in documents uploaded for AI answering. We do not pre-screen it, and we may remove content that breaks these Terms or the law.

9. Disclaimers and limitation of liability

Read this section. It limits what you can recover from us.

The service is provided "as is" and "as available", without warranties of any kind, express or implied, to the fullest extent the law allows.

AI-generated answers may be wrong or incomplete and must not be relied on as professional advice. A human handoff is always available.

To the fullest extent permitted by law, we are not liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, goodwill or data. Our total liability for any claim is limited to what you paid us in the twelve months before the claim arose.

Nothing in these Terms limits or excludes our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; gross negligence or wilful misconduct; or anything else that cannot lawfully be limited. If you are a consumer, your statutory rights are unaffected and nothing here reduces them.

10. Paid ticket boosts

Where a server enables paid boosts:

• The benefit is defined by us, not by the server. A boost moves a ticket up that server's queue. It is not a promise of a response time, of an outcome, or of any service by that server.
• The server administrator sets the price and nothing else.
• The server is not a party to your purchase. You are buying from whoever section 3 identifies as merchant of record.
• We may withhold or reverse a server's share where a boost is misrepresented, unfulfilled or subject to a payment dispute, and we may remove the feature from any server that abuses it.

11. Privacy

Our handling of personal data is described in the Privacy Policy, which forms part of these Terms.

12. Termination

You may stop using the service at any time by removing the bot and cancelling any subscription.

We may suspend or terminate access for a breach of these Terms, for non-payment, or where required by law or by Discord.

If Discord terminates your account, or removes or bans the application, any active subscription ends with it. Where Discord was the merchant of record, refund entitlement in that situation is governed by Discord's terms, not ours, and is generally none. Where we were the merchant of record and the application is removed by Discord through no fault of yours, we will refund the unused portion of your current period.

Removing the bot deletes that server's configuration. Export anything you want to keep first. Deletion timing is set out in the Privacy Policy.

13. Governing law and disputes

We are established in the United States and these Terms are governed by the law applying there, without regard to conflict of law rules.

If you are a consumer in the European Economic Area or the United Kingdom, this does not deprive you of the protection of the mandatory law of your country of residence, and you may bring proceedings in your local courts. EU consumers may also use the European Commission's Online Dispute Resolution platform.

These Terms do not affect and are not intended to override any arbitration or dispute term between you and Discord in respect of a purchase where Discord is the merchant of record.

14. Changes to these terms

We may update these Terms. Material changes are announced in the dashboard and the date at the top changes. Continued use after a change means you accept it. If you do not accept a change, stop using the service and cancel, and section 5 applies.

15. Contact

• Support and billing: support@claritya.com
• Privacy and data requests: privacy@claritya.com