Terms of Service

Last updated: March 5, 2026

1. Acceptance of Terms

These Terms of Service ("Terms") are a legal agreement between you and Tixie ("we", "us", "our"), the operator of the Tixie Discord bot and web dashboard at tixie.bot ("the Service"). By adding Tixie to your Discord server or using the dashboard, you agree to these Terms. If you do not agree, please remove the bot and stop using the dashboard.

2. Description of Service

Tixie is a Discord bot and web dashboard that provides ticket-based support management for Discord servers. Features include ticket creation via panels, staff management, transcript logging, analytics, and optional premium features such as white-label bots, AI-powered responses, and advanced routing.

3. Eligibility

You must be at least 13 years old (or the minimum age required by Discord in your jurisdiction) to use the Service. By using the Service, you represent that you meet this requirement and have the authority to bind the server or organization you manage.

4. Your Responsibilities

  • You are responsible for all activity in tickets created within your server.
  • You must not use the Service to harass, spam, or violate Discord's Terms of Service or Community Guidelines.
  • You must not attempt to exploit, reverse engineer, or interfere with the Service's operation.
  • You are responsible for managing staff access and permissions within your server.
  • You must not use the Service to collect, store, or process personal data in violation of applicable privacy laws.

5. Payment and Billing

  • Premium features are available via paid subscription on a per-server basis.
  • All prices are displayed in the currency shown at checkout and include applicable taxes unless otherwise stated.
  • Subscriptions are billed in advance on a recurring basis (monthly or annually, depending on the plan you select). By subscribing, you authorize us to charge your payment method on each renewal date until you cancel.
  • You will receive a confirmation email or dashboard notification upon each successful payment.
  • We reserve the right to change pricing with at least 30 days' notice. Price changes will take effect at your next renewal — your current billing period will not be affected.

6. Cancellation and Refunds

You may cancel your premium subscription at any time from your dashboard or by contacting us. Upon cancellation:

  • Continued access: Your premium features will remain active until the end of your current paid billing period. You will not be charged again after cancellation.
  • Refunds: If you cancel within 14 days of your initial purchase or any renewal charge, you are entitled to a full refund of that charge. No questions asked.
  • How to request a refund: Contact us through our Discord support server or by email. Refund requests will be processed within 10 business days.
  • Statutory rights: Nothing in these Terms limits or excludes any consumer rights you may have under applicable Canadian federal or provincial law, including rights under the Competition Act, provincial consumer protection legislation, or the Consumer Protection Act (Quebec). Where these Terms conflict with your statutory rights, your statutory rights prevail.

7. Subscription Renewal and Data Retention

  • Subscriptions renew automatically unless cancelled before the renewal date.
  • We will send a reminder before each renewal where technically feasible.
  • If a renewal payment fails, premium features will be disabled. We may attempt to charge your payment method again within 7 days.
  • Your data (tickets, transcripts, configuration) will be retained for 90 days after a subscription expires, giving you time to renew or export. After 90 days, premium-only data may be deleted.

8. Data and Content

  • You retain ownership of all content submitted through tickets.
  • By using the Service, you grant us a limited license to store, process, and display your content as necessary to operate the Service.
  • We do not claim ownership of messages, transcripts, or other user-generated content.
  • See our Privacy Policy for details on how we handle your data.

9. AI Features

Tixie offers optional AI-powered features (auto-responses, knowledge base search) that use third-party AI providers. By enabling these features:

  • Ticket messages and knowledge base content may be sent to third-party AI providers (e.g., OpenAI) for processing.
  • AI responses are generated automatically and may not always be accurate. Staff should review AI suggestions before sending them to users.
  • AI features consume credits from your server's AI credit balance.

10. Availability and Modifications

  • We strive for high availability but do not guarantee uninterrupted service. The bot may experience downtime for maintenance or due to Discord platform issues.
  • We may modify, suspend, or discontinue any part of the Service at any time with reasonable notice where possible.
  • We may update these Terms from time to time. Continued use of the Service after changes constitutes acceptance.

11. Termination

We may suspend or terminate your access to the Service if you violate these Terms, abuse the Service, or engage in activity that harms other users. You may stop using the Service at any time by removing the bot from your server. Upon termination, your data will be retained for 90 days before deletion unless you request earlier removal.

12. Limitation of Liability

The Service is provided "as is" without warranties of any kind, express or implied. To the maximum extent permitted by law, we shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of data, revenue, or business opportunities arising from your use of the Service.

13. Governing Law

These Terms are governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflict of law principles. Any disputes arising from these Terms or the Service will be subject to the exclusive jurisdiction of the courts of the Province of Ontario. Nothing in these Terms affects your rights as a consumer under mandatory provincial or federal consumer protection legislation.

14. Contact

If you have questions about these Terms, please contact us via our Discord support server.