Terms of Service

1. Acceptance of these terms

By accessing or using Hookdesk (the “Service”), operated by Rise By Digital Limited (company number 15320423) (“we”, “us”, “our”), you agree to be bound by these Terms of Service and our Privacy Policy.

If you are using the Service on behalf of an organisation, you confirm that you have authority to bind that organisation. The organisation is the customer (“you”, “Customer”).

2. Description of the Service

Hookdesk is a software-as-a-service platform that helps agencies and teams:

• Capture client requests from email (Gmail, Outlook and others), web forms, the client portal and API into a shared inbox and ticketing system
• Apply priorities, SLAs and ownership
• Plan work against real team capacity using calendar and availability data
• Provide a branded client portal for requests, approvals and visibility
• Use AI assist features to generate drafts, summaries and triage suggestions (which you review and confirm)
• Connect with third-party tools such as Asana, Everhour, Slack, Zapier and calendars

The Service is provided on a subscription basis. Features available depend on your plan (Solo, Studio or Ops).

3. Accounts and eligibility

You must be at least 18 years old and able to form a binding contract. You are responsible for:

• Keeping your account credentials secure and enabling two-factor authentication where available
• All activity that occurs under your account
• Ensuring that any personal data you upload or that is captured through the Service is processed lawfully by you

We may suspend or terminate accounts that breach these terms or that we reasonably believe pose a security or legal risk.

4. Customer Data and ownership

You retain all rights in the content you upload or that is captured through the Service (“Customer Data”), including tickets, emails, portal submissions, attachments and related data.

You grant us a limited licence to process Customer Data solely to provide the Service, as set out in the Data Processing Agreement.

You are the data controller of Customer Data. We act as your data processor. You are responsible for:

• Having a lawful basis to process any personal data included in Customer Data
• Providing any required notices to your end-clients or contacts
• The accuracy and legality of the content you submit

We do not use Customer Data to train general-purpose AI models.

5. Acceptable use

You must not use the Service to:

• Violate any applicable law or regulation
• Infringe the rights of others
• Upload or transmit malicious code, spam or unlawful content
• Attempt to reverse-engineer, scrape or disrupt the Service
• Share your account credentials or allow unauthorised access
• Use the Service in a way that could harm other users or our systems

We may investigate and take action (including suspension) if we reasonably believe these rules have been breached.

6. AI features

AI assist features (drafts, summaries, triage suggestions and similar) are provided for convenience only.

• Outputs are suggestions and must be reviewed and confirmed by you before use or sending.
• We do not guarantee the accuracy, completeness or suitability of AI outputs.
• You remain solely responsible for any content you send or actions you take based on AI suggestions.
• Customer Data processed for AI features is not used to train the underlying models.

7. Fees and payment

Plans start from £15 per month (excluding VAT). Prices are shown on the pricing page and may change with reasonable notice for renewals.

• Subscriptions are billed in advance (monthly or annually).
• Payment is processed by our payment provider. You authorise us to charge the payment method on file.
• If payment fails, we may suspend access after notice.
• You may cancel at any time; access continues until the end of the current billing period. We do not provide refunds for partial periods except where required by law.
• Annual plans are billed for the full year in advance.

8. Integrations

You may connect third-party services (for example Gmail, Outlook, Asana, Everhour, Slack, calendars).

• You authorise us to access and process data from those services only as needed to provide the features you enable.
• Your use of third-party services is subject to their own terms. We are not responsible for third-party services or for data loss caused by them.
• You can disconnect integrations at any time.

9. Intellectual property

We own the Hookdesk platform, software, design, documentation and related intellectual property.

You own your Customer Data. You grant us a limited licence to process it to provide the Service.

You may not copy, modify or create derivative works of the Service except as permitted by these terms.

10. Confidentiality

Each party will keep the other’s confidential information secure and use it only for the purpose of the Service. Customer Data is treated as confidential. This obligation survives termination.

11. Warranties and disclaimers

The Service is provided “as is” and “as available”.

To the fullest extent permitted by law, we disclaim all warranties, whether express or implied, including merchantability, fitness for a particular purpose and non-infringement.

We do not warrant that the Service will be uninterrupted, error-free or completely secure, or that AI outputs will be accurate.

12. Limitation of liability

To the fullest extent permitted by law:

• Our total liability to you in any 12-month period is limited to the fees you paid us for the Service in that period.
• We are not liable for indirect, incidental, special, consequential or punitive damages, or for loss of profits, data, business or goodwill.
• Nothing in these terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under English law.

13. Termination

You may cancel your subscription at any time through the Service or by contacting us.

We may suspend or terminate your access if you materially breach these terms, fail to pay, or if we reasonably believe continued use poses a risk.

On termination:

• Your access ends at the end of the current billing period (or immediately in cases of serious breach).
• We will delete or return Customer Data within 30 days of account closure, subject to residual backups and legal retention requirements.
• Sections that by their nature should survive (including ownership, confidentiality, liability and governing law) will continue.

14. Governing law and disputes

These terms are governed by the laws of England and Wales.

The courts of England and Wales have exclusive jurisdiction, except that we may seek injunctive relief in any court.

15. Changes to these terms

We may update these terms from time to time. We will post the new version and, for material changes, notify account holders. Continued use after the effective date constitutes acceptance of the updated terms.

16. General

• These terms, together with the Privacy Policy and Data Processing Agreement, form the entire agreement between you and us regarding the Service.
• If any provision is found unenforceable, the rest remains in effect.
• You may not assign these terms without our consent. We may assign them in connection with a business transfer.
• Notices may be sent by email to the address on your account.

17. Contact

Rise By Digital Limited
Barrington House, Leake Road, Costock, Leicestershire, LE12 6XA
United Kingdom

legal@hookdesk.ai
or info@risebydigital.com
Phone: 01509 357412

End of Terms of Service