Terms of Service

1. Who can use TicketStacker

You must be at least 18 and able to enter a binding agreement. TicketStacker is a business tool: companies use it to organize work, and people outside a company (customers, vendors, guests) may use it as requesters to send and follow requests.

2. Your account

• Keep your sign-in details accurate and private. You're responsible for what happens under your account.
• Tell us right away at hello@ticketstacker.com if you think someone else has used your account.
• Requesters may get an account automatically when they send a request; it signs in with one-time email links.

3. Companies, Admins and members

A company's Admins control it: who belongs, what roles people have, which stacks exist and who can see them, and its settings. When you join a company, its Admins can see and manage what you do in that company's stacks, and can remove you. A person can belong to more than one company; each company's data stays separate.

4. Your data

• You own it. The tickets, fields, comments, files, emails and other content your company puts into TicketStacker ("Customer Data") belong to your company.
• What you let us do. You give us permission to store, copy, process, display and send Customer Data only as needed to run, secure, support and improve the Service, and as your settings direct (for example, sending notification emails or webhooks you set up).
• Improving templates. We may study how stacks are designed (their fields, statuses, steps and rules) in anonymized, combined form to build better templates. We never use the contents of tickets, comments or files for this.
• People you add. You're responsible for having the right to put information about other people (customers, employees, requesters) into TicketStacker, and for any notices or consents the law requires.
• Privacy. Our Privacy Policy explains how we handle personal information.

5. Requesters and the messages we send for you

• Your company decides who can send it requests and what we email them. You're responsible for the people you invite or accept requests from, for having a reason to contact them, and for the content of the notifications, templates and replies sent from your stacks.
• Requesters agree to these terms when they send a request. Their relationship with your company (for example, a repair or an order) is between them and you; we just carry the request.
• To protect everyone's email delivery, we may limit how many emails a company sends each day, and pause sending if messages bounce, are reported as spam or look like abuse.

6. Sensitive information

TicketStacker isn't built for regulated or highly sensitive data. Don't put payment card numbers, bank account numbers, Social Security or other government ID numbers, passwords, or medical records covered by laws like HIPAA into tickets, fields, comments or files. We don't sign business associate agreements, and you're responsible if such data is stored anyway.

7. Acceptable use

TicketStacker is for organizing real work. You're responsible for what you and the people in your company put into it, and what it sends on your behalf. You agree not to use the Service to:

• send spam, bulk or unsolicited messages, phishing, or messages to people who haven't asked to hear from you, including through notifications, invites, web forms, stack email addresses, the API or webhooks;
• post, upload or share content that is illegal, sexually explicit, hateful, harassing, threatening, violent, or that exploits or endangers children;
• share someone's private information without permission, impersonate anyone, or mislead people about who you are;
• upload or link to anything that infringes someone else's rights, or that is harmful, such as malware;
• flood or abuse web forms, email intake, invites or other features, for example with automated or fake submissions, or by creating accounts or companies to get around limits or a suspension;
• try to reach data you aren't allowed to see, probe or break our security, or disrupt the Service;
• use the Service to build a competing product, or copy, resell or reverse engineer it except where the law allows;
• get around plan limits, rate limits or other technical controls.

What we may do. If we believe these rules have been broken, we may remove or block content, pause emails, web forms or the API, and suspend or permanently terminate the accounts and companies involved. For serious or repeated problems, or where we're required to by law, we may act without warning. We may also report illegal content to the authorities.

To report abuse or inappropriate content, email hello@ticketstacker.com.

8. Security

• We use reasonable technical and organizational measures to protect the Service and Customer Data.
• If we learn of a security incident that exposes your company's Customer Data, we'll tell your company's Admins without undue delay, explain what we know, and keep them updated.
• We access Customer Data only to run and protect the Service, when you ask us for help, or when the law requires it. Our own admin tools don't show ticket contents.
• Please keep sign-in details secure and report anything suspicious to hello@ticketstacker.com.
• Our Data Processing Agreement is part of these terms for any company that needs one, and describes how we process personal information on your behalf.

9. Confidentiality

Each of us may learn non-public information about the other (for us, your Customer Data and business details; for you, things like unreleased features or pricing we share during the pilot). We each agree to use the other's confidential information only for the purposes of these terms, protect it with reasonable care, and not share it except with people who need it and are bound to keep it confidential, or when the law requires.

10. Plans, trials and fees

• During the pilot, TicketStacker is free for pilot companies. Features and limits may change as we learn.
• Paid plans will be described on our website and in the app. We'll give your company's Admins at least 30 days' notice before any charges apply, and you can choose not to continue.
• Trials last for the period shown in the app. When a trial ends, the company may need a paid plan to keep going.
• Referral credits (free months) apply to future paid bills, have no cash value, and may be withheld if a referral breaks these terms or the referral rules.
• Paid subscriptions renew automatically for the same period until canceled. Admins can cancel at any time; the cancellation takes effect at the end of the current period.
• Refunds. If your company isn't happy with its first paid purchase, an Admin can email hello@ticketstacker.com within 30 days of it and we'll refund that purchase in full. After that, fees are non-refundable and we don't refund partial periods, unless the law requires it or we end the Service without cause.
• We'll give at least 30 days' notice of a price increase, which applies from your next renewal.
• Prices don't include taxes unless we say so; you're responsible for taxes on your purchases.

11. Other services, our API and integrations

TicketStacker works with other providers, such as Google and Microsoft for sign-in, and providers for hosting, email delivery and security. If you choose to connect another service (for example through our API or webhooks), your use of that service is governed by its own terms, and we aren't responsible for it.

If you use our API or webhooks, keep your API tokens secret, stay within the rate limits we set, and don't use them to get around plan limits or these terms. We may limit or revoke access that puts the Service or other customers at risk.

Connecting your own AI. You can connect an AI assistant you choose (for example ChatGPT, Claude or Copilot) to TicketStacker with an API token. It can do whatever that token can: read your company's stacks and tickets, create and update tickets, and post comments, including public replies that are emailed to requesters. You choose that AI service and are responsible for what it does on your behalf, and its provider's terms govern what it does with the data it reads. Revoke the token to disconnect it.

Our AI help chat. Ask for help in the app answers questions from our help center using an AI model from Anthropic. Answers can be wrong, so check anything important in the help center or ask us. What you type is sent to Anthropic to produce the answer and isn't used to train AI models. If you choose Create a ticket, the conversation becomes a support ticket in our own TicketStacker account so we can answer it. Use the chat only for questions about TicketStacker; we may limit or switch off the chat for anyone who misuses it. Don't put passwords, API tokens or payment details in the chat. We also use AI to help us investigate bug reports you send us; a person reviews the results.

12. Our product and your feedback

TicketStacker, including its software, design, templates and brand, belongs to us and our licensors. We give you a limited, non-transferable right to use the Service under these terms. If you send us ideas, suggestions or bug reports (for example with Submit feedback), we may use them to improve TicketStacker without owing you anything.

We may mention your company's name and logo in a list of customers. If you'd rather we didn't, email us and we'll stop. Anything more, like a case study or quote, only with your permission.

13. Copyright complaints

If you believe something in TicketStacker infringes your copyright, email hello@ticketstacker.com with: what work you believe is infringed, where the material is (a link or description), your contact details, a statement that you believe in good faith the use isn't authorized, and a statement, under penalty of perjury, that your notice is accurate and that you own the copyright or are authorized to act for the owner. We may remove the material and, for repeat infringers, close their accounts.

14. Availability and changes to the Service

We work to keep TicketStacker running and your data safe, but we don't promise it will always be available or error-free. We may add, change or remove features. Features marked as a pilot, beta or preview may be less reliable and may change or go away.

Companies whose plan or order includes our Service Level Agreement get the uptime commitment and service credits it describes.

15. Ending your use

• You can stop using TicketStacker at any time. A company's Admins can ask us to close the company.
• We may suspend or end access if you break these terms, if it's needed to prevent harm or comply with the law, or if a paid plan goes unpaid. When we can, we'll warn you first.
• After a company closes, its Admins can ask for an export of its Customer Data for 30 days. After that we delete it, except copies in backups that expire on their normal schedule or that the law requires us to keep.
• We may close a free company that has had no activity for 12 months, after emailing its Admins at least 30 days ahead.
• We work hard to keep your data safe, but TicketStacker isn't a backup service. Download copies of anything you can't afford to lose.

16. Disclaimers

The Service is provided "as is" and "as available." To the extent the law allows, we disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose and non-infringement.

17. Limits on liability

To the extent the law allows, neither you nor we are liable to the other for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue or data. Our total liability for any claim about the Service is limited to the greater of the amount your company paid us in the 12 months before the claim, or $100.

18. Indemnity

If someone makes a claim against us because of Customer Data you provided or your breaking these terms, you agree to cover the reasonable costs of that claim, including legal fees.

19. Law and disputes

Texas law. These terms are governed by the laws of the State of Texas and applicable U.S. federal law, without regard to conflict-of-law rules.

Talk to us first. Before starting a claim, email hello@ticketstacker.com with a description of the dispute and what you want. We'll do the same with you. If it isn't resolved within 60 days, either of us may start arbitration.

Binding arbitration. Except as listed below, any dispute about these terms or the Service will be resolved by binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules (or its Consumer Arbitration Rules, if they apply), before one arbitrator. Arbitration will take place in Travis County, Texas, or by video or written submissions if the arbitrator allows. The arbitrator can award the same relief a court could, but only for the individual party. Judgment on the award may be entered in any court with jurisdiction.

Exceptions. Either of us may bring an individual claim in small claims court, and either of us may ask a court for an injunction to stop infringement or misuse of intellectual property or the Service.

No class actions or jury trials. Claims may only be brought individually, not as a plaintiff or class member in any class, collective or representative proceeding, and both of us waive the right to a jury trial. If this waiver is found unenforceable for a claim, that claim will be decided in court, not arbitration.

Opting out. You can opt out of arbitration by emailing hello@ticketstacker.com within 30 days after you first accept these terms, with your name, your company and a statement that you opt out. Opting out doesn't affect the rest of these terms.

Courts. Any dispute not decided in arbitration will be handled in the state or federal courts in Travis County, Texas, and both parties agree to those courts' jurisdiction.

One year to bring a claim. To the extent the law allows, any claim about these terms or the Service must be started within one year after it arises, or it's permanently barred.

20. Export controls and sanctions

You may not use the Service in, or for anyone in, a country or region under U.S. embargo, or if you're on a U.S. government list of restricted parties, and you agree to follow U.S. export laws when using it.

21. Changes to these terms

We may update these terms. When we make a meaningful change, we'll update the date above and ask you to accept the new version the next time you sign in. If you don't agree, stop using the Service and contact us about closing your account.

22. Notices

We'll send notices about your account or these terms by email to the address on your account (for company matters, to its Admins) or in the app. You can reach us at hello@ticketstacker.com. You agree that these electronic notices count as written notice.

23. The rest

These terms (with the Privacy Policy) are the whole agreement about the Service. If part of them can't be enforced, the rest still applies. Not enforcing a part isn't a waiver. You can't transfer these terms without our consent; we can transfer them to a company that takes over TicketStacker. Neither of us is responsible for delays or failures caused by events beyond reasonable control, such as natural disasters, outages at our providers, or government action.