Terms & Conditions

These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("User", "you", or "your") and the operator of InfinityDesk ("InfinityDesk", "we", "us", or "our") concerning your access to and use of the InfinityDesk platform and all associated services.

By accessing or using InfinityDesk — whether by creating an account, logging in, or simply browsing — you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree with any part of these Terms, you must not use our services.

These Terms apply to all users of the platform, including administrators, agents, and any person who accesses the platform through an authorised account.

InfinityDesk provides a comprehensive multi-tenant customer relationship and communications management platform. Our services include:

• Ticketing & Support: Full lifecycle ticket management with Kanban boards, SLA tracking, time logging, ratings, and merge capabilities
• Multi-Channel Communications: Unified inbox for SMS, Email, WhatsApp Business API, Facebook Messenger, and live chat
• 3CX PBX Integration: VoIP telephony, call recording, CDR logs, DID and trunk management
• Customer Management: Contact database, customer groups, sub-organisations, and custom fields
• Bulk Notifications: Scheduled and ad-hoc multi-channel campaigns via SMS, Email, and WhatsApp
• Invoicing & Subscriptions: Invoice generation, recurring billing, multi-currency support, and payment gateway integrations
• Shift & Reservation Management: Agent scheduling, shift assignments, and reservation tracking
• Analytics & Reporting: Agent performance reports, CDR analysis, and business intelligence dashboards
• API Access: RESTful API for integration with third-party systems and workflows

We reserve the right to modify, suspend, or discontinue any aspect of our services at any time with reasonable notice to active subscribers.

To use InfinityDesk, you must:

• Be at least 18 years old and legally capable of forming a binding contract
• Provide accurate, current, and complete registration information
• Maintain and promptly update your account information when it changes
• Accept responsibility for all activities that occur under your account
• Not use the service on behalf of a third party without proper authorisation

You are responsible for:

• Maintaining the confidentiality of your login credentials and API keys
• All activities and actions that occur under your account
• Immediately notifying us of any unauthorised access or suspected security breach
• Ensuring all team members and sub-users on your account comply with these Terms
• Enabling two-factor authentication (2FA) for accounts with elevated permissions

You agree NOT to use InfinityDesk in any manner that is unlawful, harmful, or contrary to these Terms. The following activities are strictly prohibited:

• Violating any applicable laws, regulations, or third-party rights
• Sending spam, unsolicited bulk messages, or engaging in phishing or social engineering
• Distributing malware, ransomware, viruses, or any other harmful code
• Attempting to gain unauthorised access to our systems, other accounts, or third-party services
• Interfering with, disrupting, or overloading our platform infrastructure or servers
• Impersonating any person, entity, or organisation
• Harvesting, scraping, or collecting user data without explicit consent
• Using automated tools (bots, crawlers) to access the platform in an abusive manner
• Engaging in fraudulent, deceptive, or misleading business practices
• Abusing, harassing, threatening, or defaming any individual
• Using the messaging services for illegal telemarketing or unsolicited commercial communications

You may not transmit or store content that:

• Infringes on intellectual property, copyright, or trademark rights
• Contains hate speech, discrimination, or promotes violence or terrorism
• Includes explicit sexual content or exploitation of minors
• Violates any applicable privacy rights or data protection legislation

InfinityDesk offers various subscription tiers with different feature sets, user limits, and usage allowances. Current pricing and plan details are available on our website and within your account dashboard.

• Payment Cycle: Subscription fees are billed in advance on a monthly or annual basis, depending on your chosen plan.
• Auto-Renewal: Subscriptions automatically renew at the end of each billing period unless you cancel before the renewal date.
• Price Changes: We may adjust subscription prices with 30 days' advance notice. Changes apply to subsequent billing periods only.
• Payment Methods: We accept major credit/debit cards and other payment methods as indicated at checkout.
• Failed Payments: If payment fails, we may suspend your account until outstanding amounts are settled. Services may be terminated after 15 days of non-payment.
• Taxes & Duties: All fees are exclusive of applicable taxes, VAT, and government charges, which are your responsibility.

• Free Trial: Cancel during the trial period and you will not be charged
• Monthly Plans: No refunds are issued for partial months after billing
• Annual Plans: Pro-rated refunds are available only within 30 days of the initial annual purchase
• Usage-Based Charges: Non-refundable — this includes call minutes, SMS credits, and WhatsApp message credits

You may cancel your subscription at any time through your account settings. Cancellation takes effect at the end of the current billing period, and you will retain access to services until that date. We do not prorate refunds for early cancellation of an active billing period.

You retain all rights, title, and interest in the data and content ("Customer Data") that you upload, transmit, or create through InfinityDesk. This includes customer records, ticket content, call recordings, message threads, documents, and any other content you store on the platform.

You grant us a limited, non-exclusive licence to access, store, process, and transmit Customer Data solely to provide and improve our services. This licence terminates when you delete the data or close your account.

• You are solely responsible for the accuracy, completeness, and legality of all Customer Data
• You must hold all necessary rights, licences, and consents to use and store Customer Data on the platform
• You are responsible for compliance with applicable privacy laws including GDPR, CCPA, and local data protection regulations
• You must obtain legally required consent before recording calls or storing customer communications
• You are responsible for maintaining your own backups of critical data

InfinityDesk acts as a data processor on your behalf for all Customer Data. We process data strictly in accordance with your instructions, our Privacy Policy, and any applicable Data Processing Agreement (DPA).

The InfinityDesk platform — including all software, source code, algorithms, user interfaces, designs, text, graphics, logos, trademarks, APIs, and documentation (collectively "Platform IP") — is owned exclusively by InfinityDesk and is protected by intellectual property laws worldwide. Nothing in these Terms transfers any Platform IP ownership to you.

We grant you a limited, non-exclusive, non-transferable, revocable licence to access and use InfinityDesk solely for your internal business purposes during your active subscription period, in compliance with these Terms.

You may not, without our prior written consent:

• Copy, reproduce, modify, or create derivative works based on our platform
• Reverse engineer, decompile, disassemble, or attempt to derive source code from our software
• Remove, alter, or obscure any proprietary notices, labels, or branding
• Use our trademarks, logos, or brand identity in any manner not expressly authorised
• Frame, mirror, or scrape any part of our services
• Use our platform to build a competing product or service
• Sublicence, sell, or transfer your access rights to any third party

If you submit feedback, suggestions, feature requests, or ideas regarding InfinityDesk, you grant us a perpetual, irrevocable, royalty-free licence to use that feedback for any purpose, with no obligation to credit or compensate you.

We warrant that InfinityDesk will perform substantially in accordance with our published documentation during your active subscription period. Our sole remedy for breach of this warranty is to use commercially reasonable efforts to correct the issue within a reasonable timeframe. If we are unable to do so, you may terminate your subscription and receive a pro-rated refund for the unused portion.

We target 99.9% monthly uptime for our core platform services. Scheduled maintenance windows, force majeure events, and issues caused by third-party providers are excluded from this calculation. Details are available in our Service Level Agreement (SLA) documentation.

Our platform integrates with third-party services including 3CX, WhatsApp Business API, Facebook Messenger, payment processors, and SMS gateways. We are not responsible for the availability, functionality, security, or changes to these third-party services. Their use is subject to their respective terms of service.

Some jurisdictions do not permit the exclusion of certain warranties or the limitation of liability for consequential damages. In such jurisdictions, our liability will be limited to the greatest extent permitted by applicable law. Nothing in these Terms limits our liability for gross negligence, wilful misconduct, or fraud.

You agree to indemnify, defend, and hold harmless InfinityDesk, its affiliates, licensors, and their respective officers, directors, employees, contractors, and agents from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to:

• Your access to or use of InfinityDesk services
• Your violation of any provision of these Terms
• Your violation of any applicable law, regulation, or third-party rights
• Your Customer Data, including any claim that it infringes third-party rights or violates privacy laws
• Your gross negligence, wilful misconduct, or fraudulent activity
• Any act or omission by your users or sub-accounts

We reserve the right to assume exclusive defence and control of any matter subject to your indemnification obligation, at your expense. You agree to cooperate fully with our defence of such claims.

You may terminate your account at any time by cancelling your subscription through your account settings or by contacting our support team. Termination takes effect at the end of your current billing period, and you will retain access to the platform until that date.

We may suspend or permanently terminate your account with immediate effect if:

• You violate these Terms, our Acceptable Use Policy, or any other platform policies
• Payment fails and remains unresolved for more than 15 days
• We are required to do so by law, regulation, or court order
• Your use of the platform poses a security, legal, or operational risk to us or other users
• You engage in fraudulent, abusive, or illegal activity

Upon termination of your account:

• Your access to InfinityDesk and all associated services will be revoked immediately
• All licences granted to you under these Terms will terminate
• You remain liable for all fees and charges incurred prior to termination
• Your Customer Data will be retained for 30 days to allow retrieval, after which it will be permanently deleted
• Provisions relating to intellectual property, confidentiality, indemnification, liability, and dispute resolution survive termination

Before initiating any formal legal proceedings, you agree to contact us at [email protected] to attempt good-faith informal resolution of the dispute. We commit to engaging with you within 14 business days and making reasonable efforts to resolve the matter within 30 days.

These Terms are governed by and construed in accordance with the laws of England and Wales, without regard to its conflict of law provisions. Both parties irrevocably submit to the exclusive jurisdiction of the courts of England and Wales for all disputes arising from or relating to these Terms.

To the extent permitted by applicable law, you waive any right to participate in a class action lawsuit, class-wide arbitration, or any other representative proceeding against InfinityDesk. All claims must be brought on an individual basis.

Any claim arising from or related to these Terms must be brought within one (1) year of the event giving rise to the claim, after which it is permanently barred, regardless of any statute or law to the contrary.

We may update or modify these Terms at any time. For material changes, we will provide at least 30 days' advance notice via email or a prominent platform notification. Your continued use of InfinityDesk after the effective date of updated Terms constitutes your acceptance of those changes.

You may not assign, transfer, or sublicence your rights or obligations under these Terms without our prior written consent. We may freely assign these Terms — for example, in connection with a merger, acquisition, or sale of assets — and such assignment will be binding on you.

These Terms, together with our Privacy Policy, Data Processing Agreement (DPA), and any applicable order forms or service agreements, constitute the entire agreement between you and InfinityDesk regarding our services and supersede all prior communications, proposals, or representations.

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, that provision will be modified to the minimum extent necessary to make it enforceable, and the remainder of the Terms will continue in full force and effect.

Our failure or delay in exercising any right, power, or remedy under these Terms does not constitute a waiver of that right. Any waiver must be in writing and signed by an authorised representative to be effective.

InfinityDesk shall not be liable for any delay, failure, or disruption in service arising from circumstances beyond our reasonable control, including natural disasters, acts of war or terrorism, civil unrest, government actions, pandemics, or widespread internet or telecommunications failures.

You agree to comply with all applicable export control laws and regulations when using InfinityDesk, including those of the United Kingdom, the European Union, and the United States. You represent that you are not located in, or acting on behalf of any person or entity in, any country subject to applicable export sanctions.

Nothing in these Terms creates a partnership, joint venture, agency, or employment relationship between you and InfinityDesk. Neither party has the authority to bind the other in any capacity.

If you have questions, concerns, or requests relating to these Terms and Conditions, please contact us through any of the following channels:

For urgent matters related to account security, data breaches, or abuse reporting, please contact our support team directly with the subject line "URGENT" for priority handling.