Terms of Service

1. Acceptance of Terms

These Terms of Service ("Terms") govern your access to and use of the Nexus Service Desk platform operated by Tibura Solutions Pvt Ltd ("Company", "we", "our").

By creating an account or using the platform, you agree to be bound by these Terms. If you do not agree, do not use the platform.

2. Description of Service

Nexus Service Desk is a multi-tenant, cloud-based customer support platform that provides ticket management, workflow automation, knowledge base, reporting, and related services ("Service").

We reserve the right to modify, suspend, or discontinue any aspect of the Service at any time with reasonable notice.

3. Accounts and Registration

When you create an account, you agree to:

• Provide accurate, current, and complete information during registration.
• Maintain the security of your password and account credentials.
• Accept responsibility for all activities that occur under your account.
• Notify us immediately of any unauthorized use of your account.

4. Acceptable Use

You agree not to use the Service to:

• Violate any applicable laws or regulations.
• Infringe upon the intellectual property rights of others.
• Upload malicious code, viruses, or harmful content.
• Attempt to gain unauthorized access to other accounts or systems.
• Send spam, unsolicited messages, or phishing content.
• Interfere with or disrupt the integrity or performance of the Service.
• Scrape, crawl, or use automated means to access the Service without permission.

5. Data Ownership

You retain all rights to the data you submit to the Service ("Customer Data"). We do not claim ownership of your Customer Data.

You grant us a limited license to use, store, and process your Customer Data solely to provide and improve the Service.

Upon termination of your account, you may request export of your Customer Data within 30 days. After this period, we may delete your data in accordance with our data retention policies.

6. Multi-Tenant Isolation

Each organization ("Tenant") operates in a logically isolated environment. Tenant data is segregated and inaccessible to other tenants.

Organization administrators are responsible for managing users, roles, and permissions within their tenant.

7. Payment and Billing

Paid plans are billed in advance on a monthly or annual basis. All fees are non-refundable except as required by law.

We reserve the right to modify pricing with 30 days notice. Price changes will take effect at the start of your next billing cycle.

If payment fails, we may suspend your access to paid features after a 7-day grace period.

8. Service Level

We strive to maintain 99.9% uptime for the Service. Planned maintenance windows will be communicated in advance.

The Service is provided "as is" without warranties of any kind, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, and non-infringement.

9. Limitation of Liability

To the maximum extent permitted by law, Tibura Solutions Pvt Ltd shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities.

Our total liability for any claims arising from or related to the Service shall not exceed the amount you paid us in the 12 months preceding the claim.

10. Termination

You may terminate your account at any time by contacting us or through account settings.

We may terminate or suspend your account if you violate these Terms, with or without notice depending on the severity of the violation.

Upon termination, your right to use the Service will cease immediately. We will retain your data for 30 days to allow export, after which it may be permanently deleted.

11. Governing Law

These Terms shall be governed by and construed in accordance with the laws of India. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts in Bengaluru, Karnataka, India.

12. Changes to Terms

We may update these Terms from time to time. We will notify you of significant changes by email or through the platform. Your continued use after changes constitutes acceptance.

13. Contact

For any questions about these Terms, please contact us at legal@tibura.com or through our Contact page.