Terms &
Conditions.

Introduction

These Terms & Conditions (the "Terms") are a legal agreement between you and Ticaga Ltd, a company registered in England & Wales under company number 14575291, with its registered office in Alcester, United Kingdom ("Ticaga", "we", "us" or "our").

They govern your use of ticaga.com, our customer portal, documentation, account services, purchases, support services, and any order for Ticaga software or extensions. The software itself is licensed under the End-User License Agreement ("EULA"). If these Terms and the EULA conflict in relation to software use, the EULA applies.

If you use Ticaga on behalf of an organisation, you confirm that you have authority to bind that organisation.

Definitions

Accounts

You must provide accurate account, contact, and billing information and keep it up to date. You are responsible for protecting your login credentials and for activity under your account. Tell us promptly if you suspect unauthorised access.

Purchases, licenses & extensions

Ticaga is self-hosted software. The Software is licensed, not sold. Your order describes the license, term, edition, included extensions, support, and update entitlement.

Some extensions may be sold separately and may require an active core Ticaga license. Extension access, updates, and support may depend on the extension license stated in your order.

Fees, renewals & refunds

• Fees. Fees are payable as stated at checkout or in your invoice. Prices exclude VAT and other taxes unless expressly stated.
• Payment. You are responsible for applicable taxes except taxes based on our income. We may suspend downloads, license validation, updates, or support if payment is overdue.
• Renewals. If your plan renews, renewal terms will be shown at checkout, in your account, or in your invoice. We may change future pricing by giving reasonable notice before renewal.
• Expiry. If you do not renew, you may lose access to updates, downloads, support, and paid extension updates. Your right to keep using a perpetual license continues only if your order expressly grants one.
• Refunds. Unless your order states otherwise, fees are non-refundable once the Software, license key, or extension package has been made available to you, except where required by law or where we agree otherwise in writing. If you are a consumer, your statutory rights are not affected.

Support & updates

Support and updates are provided only while your license includes an active support and update entitlement. Support covers reasonable help with installation, configuration, product defects, and documented product behaviour.

Support does not include custom development, server administration, database recovery, third-party service support, fixing unauthorised modifications, or recovering from failed backups unless we agree otherwise in writing. Any response times we publish are targets, not guaranteed service levels, unless stated in a signed service level agreement.

Self-hosted deployment responsibilities

This includes the operating system, web server, PHP runtime, database, queues, storage, email delivery, DNS, SSL/TLS certificates, firewall rules, credentials, and third-party integrations.

We are not responsible for data loss, downtime, failed email delivery, unauthorised access, or compliance failures arising from your hosting environment, configuration, administration, or third-party services unless caused by our breach of these Terms.

Customer data

You own and control Customer Data. Because Ticaga is self-hosted, we do not routinely host, access, or process your help desk ticket data or end-user records.

You are responsible for ensuring that your use of the Software and Customer Data complies with applicable law, including data protection, employment, consumer, telecoms, and sector-specific rules.

Third-party services & AI integrations

The Software may integrate with third-party services, including email providers, OpenAI, Anthropic Claude, Slack, Blesta, WHMCS, ClientExec, payment providers, hosting providers, and other APIs.

Third-party services are not part of the Software. We are not responsible for third-party outages, API changes, rate limits, pricing changes, authentication failures, email deliverability, suspension, data processing, or any loss caused by third-party services.

If you enable an AI integration, you are responsible for deciding what data is sent to the AI provider, configuring the integration, obtaining any required consents or legal basis, and complying with that provider's terms and policies.

Acceptable use

When using the Website and the Software, you agree not to:

• break any applicable law or regulation, or infringe anyone's rights;
• copy, resell, sublicense, or redistribute the Software except as the EULA expressly allows;
• remove or obscure any proprietary notices, or pass Ticaga off as your own product;
• attempt to gain unauthorised access to the Website, our systems, or another customer's data;
• use the Website to transmit malware, or to disrupt or place undue load on our infrastructure;
• use the Software in breach of sanctions, export control rules, or third-party provider terms.

We may suspend or restrict access to the Website if we reasonably believe your use breaches these Terms or poses a risk to others.

Intellectual property

The Website, the Software, and all related intellectual property — including the Ticaga name, logo, code, and design — are owned by or licensed to Ticaga and are protected by law. Nothing in these Terms transfers ownership of that intellectual property to you.

The Software may include open-source and commercially licensed third-party components. Those components are governed by their own licenses and notices, as described in the EULA.

You must not remove copyright notices, misrepresent Ticaga as your own product, or use our marks without permission.

Warranties & limitation of liability

We provide the Website and support services with reasonable skill and care. To the fullest extent permitted by law, and except as expressly stated, the Website, Software, trials, and support are provided "as is" and "as available". We do not promise that the Software will be uninterrupted, error-free, secure against every threat, or suitable for every business or regulated environment.

Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot be limited or excluded by law.

Subject to the above:

• we are not liable for loss of profits, revenue, business, goodwill, anticipated savings, data, or for indirect or consequential loss; and
• our total aggregate liability arising under or in connection with the Terms, EULA, Software, Website, support, and any related order is limited to the fees paid or payable by you to Ticaga in the 12 months before the event giving rise to the claim.

Suspension, termination & indemnity

We may suspend or terminate access to the Website, account services, downloads, updates, license validation, or support if you materially breach these Terms, misuse a license, fail to pay, create security risk, or use the services unlawfully. Where practical and appropriate, we will give notice and an opportunity to fix the issue.

If you are using Ticaga for business purposes, you will indemnify Ticaga against third-party claims, losses, and reasonable costs arising from your Customer Data, your self-hosted deployment, your breach of these Terms, your third-party integrations, or your unlawful use of the Software.

Neither party is responsible for delay or failure caused by events outside reasonable control, including internet outages, hosting failures, cyberattacks, industrial disputes, war, government action, natural disasters, payment network failures, or third-party provider outages.

Governing law

These Terms, and any dispute arising out of or in connection with them, are governed by the laws of England & Wales. The courts of England & Wales have exclusive jurisdiction, except that we may bring proceedings to protect our intellectual property in any competent court.

You must comply with all applicable export control, sanctions, and trade laws. You must not use, download, or supply the Software in breach of sanctions or export restrictions.

We may update these Terms from time to time. Material changes will apply prospectively. Continuing to use the Website, account services, support, or renewed licenses after changes take effect means you accept the updated Terms.

Contact

Questions about these Terms? Email legal@ticaga.com or head to our support page — we read every message.