Terms of Service

Last updated: September 20, 2026

These Terms of Service ("Terms") are the agreement between TixNexa ("TixNexa," "we," "us") and the law firm or other organization that signs up for the service ("you," the "Customer"). By creating an account, or by using the service on behalf of your organization, you accept these Terms. If you accept them for an organization, you confirm you have the authority to bind it. If you do not agree, do not use the service.

1. The service

TixNexa is a web and mobile application for running an IT help desk: logging and working support tickets, tracking hardware assets, software licenses and vendors, keeping a knowledge base, and optional AI-assisted features and integrations with other services (together, the "Service"). The Service is provided to your organization's staff. The people who ask your staff for help ("requesters") do not have accounts. We may improve, change, or remove features over time.

2. Accounts and security

• Your organization is created by its first administrator. Administrators add teammates and choose each person's role. You are responsible for who you give access to and for what they do in the Service.
• Every account signs in with a password and a second factor. Keep your credentials, your authenticator app and any passkeys to yourself, and tell us promptly at support@tixnexa.com if you think an account has been compromised. Actions taken with a valid login are treated as yours.
• Provide accurate information when you sign up and keep it current. You must be old enough to form a binding contract, and the Service is for business use only.

3. Acceptable use

You agree not to:

• break the law, or use the Service to store or send anything unlawful;
• probe, scan or test the Service's security, interfere with its operation, or try to access another organization's data;
• reverse engineer the Service, resell it, or use it to build a competing product;
• upload malware, or send spam or abusive messages through it;
• overload the Service with automated requests beyond ordinary use, or share one account between several people.

We may suspend access that breaks these rules or puts the Service or other customers at risk, and will try to tell your administrators when we do.

4. Your data

You own and control your data. Everything your organization puts into the Service (tickets, conversations, attachments, asset and vendor records, knowledge-base articles, and so on) is "Customer Data." We do not claim ownership of it. You give us the right to host, process and display it, and only as needed to run the Service for you and as described in our Privacy Policy.

You are responsible for what you put in it. A support ticket can end up containing sensitive material: client names, matter details, privileged or confidential communications, personal information. Deciding what goes into a ticket, who on your team can see it, and whether you may lawfully store it here is your responsibility, including any professional-conduct, confidentiality, privilege or client-consent duties that apply to your firm. We do not read, review or moderate Customer Data.

You can export your lists as CSV files from within the Service, and you can delete your account or your entire organization yourself at any time (see how to delete your account). Deleting an organization removes its data from our systems immediately and cannot be undone.

5. AI features run on your own accounts

The optional AI features (ticket analysis, drafted knowledge-base articles, ticket triage and drafted or automatically posted replies, and meaning-based search) work only if your administrators connect their organization's own OpenAI or Anthropic account. Those requests are made with your credentials, are billed to you by that provider, and are governed by your agreement with them. What is sent, and when, is described in the Privacy Policy, and your administrators control whether it happens.

AI output can be wrong or incomplete. You are responsible for reviewing it, and for the choice to let the Service post AI replies on a ticket automatically, which is off unless an administrator turns it on. We give no warranty about the accuracy of anything an AI provider produces.

6. Third-party services and integrations

The Service can connect to services you choose (Microsoft 365, Gmail, Microsoft Teams, Litify/Salesforce, OpenAI, Anthropic) and uses others to operate (Stripe for payments, Vercel and Neon for hosting and the database). Your use of a service you connect is governed by that service's own terms, and you are responsible for the credentials you give us to connect it. We are not responsible for third-party services, or for a change or outage on their side.

7. Subscriptions, free trial and billing

• Free trial. A new organization starts with a 14-day trial that does not ask for a payment card. When it ends without a subscription, the features that belong only to the higher plans pause and the organization continues on the core Starter feature set. Nothing is deleted and nothing is charged; subscribing restores everything the plan you choose includes.
• Paid plans. Plans, prices and what each includes are shown in the Service when you subscribe. Payment is taken through Stripe. Subscriptions renew automatically each billing period until cancelled, and you authorize us to charge the payment method on file. Prices exclude any taxes that apply.
• Changing plans. You can change plan or payment details from the billing screen or Stripe's billing portal. We will give notice before changing the price of a plan you are already on.
• Cancelling. An administrator can cancel from Settings, Billing at any time. Cancellation takes effect at the end of the period you have already paid for; you keep access until then. Fees already paid are not refunded, except where the law requires it.
• Non-payment. If a payment fails we will retry it and tell your administrators. After a grace period, access for non-administrators is blocked until billing is fixed, and we may suspend the account if it stays unpaid.

8. Availability

We work to keep the Service available, but we do not promise it will be uninterrupted or error-free, and there is no uptime commitment or service credit unless a separate written Enterprise agreement with us says otherwise. We may take the Service down for maintenance, and it can be affected by things outside our control, including our hosting and other providers. Do not rely on it as your only means of handling an emergency.

9. Disclaimer

The Service is provided "as is" and "as available." To the fullest extent the law allows, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose and non-infringement. The Service is an IT help-desk tool, not legal, compliance or security advice.

10. Limitation of liability

To the fullest extent the law allows, TixNexa will not be liable for any indirect, incidental, special, consequential or punitive damages, or for lost profits, lost revenue, lost data, or loss of goodwill, arising from your use of the Service, even if we were told they were possible. Our total liability for all claims relating to the Service in any 12-month period is limited to the amount you paid us for the Service in the 12 months before the event that gave rise to the claim. Nothing in these Terms limits liability that cannot be limited by law.

11. Your responsibility for claims about your data or use

You will defend and cover us against third-party claims arising from Customer Data you put into the Service, or from your use of the Service in breach of these Terms or the law, except to the extent the claim is caused by us.

12. Termination

You can stop using the Service at any time, and can delete your account or organization as described above. We can suspend or end your access if you materially breach these Terms, if your account is unpaid after the grace period, or if we must to comply with law, and will give notice where we reasonably can. When an organization ends, its data is deleted; you should export anything you want to keep first. Sections that by their nature should continue (such as ownership of data, disclaimers, limitation of liability and governing law) survive termination.

13. Changes to these Terms

We may update these Terms. The "Last updated" date above shows the current version. For a material change we will tell your organization's administrators before it takes effect. Using the Service after a change takes effect means you accept the new Terms; if you do not, you can cancel and delete your organization first.

14. Governing law

These Terms are governed by the laws of [GOVERNING LAW AND VENUE: to be completed before launch], without regard to its conflict-of-laws rules, and disputes will be resolved in the courts of [VENUE: to be completed before launch].

15. General

These Terms, together with the Privacy Policy and any written Enterprise agreement, are the whole agreement between us about the Service. If a part is found unenforceable, the rest stays in effect. Not enforcing a right is not giving it up. You may not transfer these Terms without our consent; we may transfer them as part of a merger or sale of the business.

16. Contact

Questions about these Terms: support@tixnexa.com.

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