1. Agreement to Terms
These Terms of Service ("Terms") constitute a legally binding agreement between you and Twenty Nine Eleven Limited ("Company", "we", "us", or "SDESK") governing your access to and use of the SDESK customer support platform for Shopify stores.
By installing, accessing, or using SDESK, you agree to be bound by these Terms. If you disagree with any part of these Terms, you may not access or use our services.
2. Description of Service
SDESK is a customer support management platform designed for Shopify merchants. Our services include:
- Ticket management and inbox organisation
- Email-based customer communication
- Team collaboration and agent management
- AI-powered reply suggestions and automation
- Integration with Shopify orders and customer data
- Analytics and reporting features
We reserve the right to modify, suspend, or discontinue any aspect of the service at any time with reasonable notice.
3. Account Registration and Eligibility
3.1 Eligibility
To use SDESK, you must:
- Be at least 18 years of age
- Have a valid Shopify store
- Have the authority to bind your business to these Terms
- Provide accurate and complete registration information
3.2 Account Security
You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must immediately notify us of any unauthorised use of your account.
4. Subscription Plans and Billing
4.1 Plans
SDESK offers various subscription plans with different features and limitations. Plan details, pricing, and included features are displayed within the application and on our website.
4.2 Billing
- Subscription fees are billed through the Shopify App Store billing system
- Billing cycles are monthly unless otherwise specified
- Fees are non-refundable except as required by law or as specified in these Terms
- We reserve the right to modify pricing with 30 days' notice
4.3 Usage Limits
Each plan includes specific limits on tickets, agents, and features. Exceeding these limits may result in service restrictions or automatic upgrade to a higher tier.
5. Acceptable Use
You agree not to use SDESK to:
- Violate any applicable laws or regulations
- Send spam, unsolicited communications, or harassing messages
- Transmit malware, viruses, or harmful code
- Infringe on intellectual property rights of others
- Engage in fraudulent or deceptive practices
- Attempt to gain unauthorised access to our systems
- Interfere with or disrupt the service or servers
- Reverse engineer, decompile, or disassemble any part of the service
- Use the service for any illegal or unauthorised purpose
We reserve the right to suspend or terminate accounts that violate these acceptable use provisions.
6. Intellectual Property
6.1 Our Intellectual Property
SDESK and its original content, features, and functionality are owned by Twenty Nine Eleven Limited and are protected by international copyright, trademark, patent, trade secret, and other intellectual property laws.
6.2 Your Content
You retain ownership of all content you submit through SDESK ("Your Content"). By using our service, you grant us a limited licence to use, store, and process Your Content solely to provide and improve our services.
6.3 Feedback
Any feedback, suggestions, or ideas you provide about SDESK may be used by us without obligation to you.
7. Data Processing and Privacy
Your use of SDESK is also governed by our Privacy Policy, which describes how we collect, use, and protect your data. By using SDESK, you consent to our data practices as described in the Privacy Policy.
As a data processor for your customer support operations, we will:
- Process data only as instructed by you and as necessary to provide our services
- Implement appropriate technical and organisational security measures
- Assist you in responding to data subject requests
- Delete or return all personal data upon termination of the service
8. AI Features and Consent
SDESK offers optional AI-powered features. By enabling these features, you acknowledge and agree that:
- Customer support data may be processed by third-party AI service providers
- AI-generated suggestions are provided as assistance and should be reviewed before use
- You are responsible for obtaining any necessary consent from your customers for AI processing
- AI features can be disabled at any time through your settings
9. Third-Party Services
SDESK integrates with third-party services including Shopify, email providers, and AI services. Your use of these third-party services is subject to their respective terms and conditions. We are not responsible for the practices or content of third-party services.
10. Service Availability and Support
10.1 Availability
We strive to maintain high availability of our services but do not guarantee uninterrupted access. We may perform scheduled maintenance with reasonable advance notice when possible.
10.2 Support
Support is provided based on your subscription plan. Response times and support channels vary by plan level.
11. Disclaimer of Warranties
SDESK IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
We do not warrant that the service will be uninterrupted, secure, or error-free, or that any defects will be corrected.
12. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, TWENTY NINE ELEVEN LIMITED SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION, LOSS OF PROFITS, DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES, RESULTING FROM:
- Your access to or use of or inability to access or use the service
- Any conduct or content of any third party on the service
- Any content obtained from the service
- Unauthorised access, use, or alteration of your transmissions or content
Our total liability for any claims arising from these Terms or your use of SDESK shall not exceed the amount you paid us in the twelve (12) months preceding the claim.
13. Indemnification
You agree to indemnify, defend, and hold harmless Twenty Nine Eleven Limited, its officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses (including reasonable legal fees) arising from:
- Your use of SDESK
- Your violation of these Terms
- Your violation of any third-party rights
- Your Content
14. Termination
14.1 Termination by You
You may terminate your account at any time by uninstalling SDESK from your Shopify store or by contacting our support team.
14.2 Termination by Us
We may suspend or terminate your access to SDESK immediately, without prior notice or liability, for any reason, including breach of these Terms.
14.3 Effect of Termination
Upon termination, your right to use the service will cease immediately. We will retain your data for 30 days following termination, after which it will be permanently deleted unless required by law to retain it longer.
15. Governing Law and Disputes
These Terms shall be governed by and construed in accordance with the laws of England and Wales, without regard to its conflict of law provisions.
Any disputes arising from these Terms or your use of SDESK shall be resolved through binding arbitration in accordance with the rules of the London Court of International Arbitration, except that either party may seek injunctive relief in any court of competent jurisdiction.
16. Changes to Terms
We reserve the right to modify these Terms at any time. We will provide notice of material changes by posting the updated Terms on our website and updating the "Last updated" date.
Your continued use of SDESK after any changes constitutes acceptance of the new Terms. If you do not agree to the modified Terms, you must stop using the service.
17. General Provisions
- Entire Agreement: These Terms constitute the entire agreement between you and us regarding SDESK.
- Severability: If any provision is found unenforceable, the remaining provisions will continue in effect.
- Waiver: Our failure to enforce any right or provision shall not constitute a waiver.
- Assignment: You may not assign these Terms without our consent. We may assign our rights freely.
18. Contact Information
For questions about these Terms of Service, please contact us: