Terms and Conditions

Provider: CALADESK. Contact: privacidad@caladesk.com.

1. Description of the service

CALADESK is a customer support platform that brings together, in a single shared inbox, the messages a company receives by email, WhatsApp, Telegram, Facebook, Instagram, its website chat and its contact form, and turns them into tickets that the team can organize, assign and answer.

2. Who the service is for

CALADESK is a service for businesses and professionals. Accounts are created by a client company for its own team, and anyone who uses them must be of legal age under the laws of their country. The service is not directed at minors and does not knowingly collect data from children under 13 as users of the platform. End customers who write to a company through CALADESK do not have a CALADESK account: their data is handled by the client company, which is responsible for it.

3. Registration and accounts

To use CALADESK, the client company and its users must create an account with accurate information and keep their password confidential, along with their multi-factor authentication (MFA) credentials if enabled. Each user is responsible for the activity that occurs under their account. Every company sign-up is reviewed before it is activated.

4. Acceptable use

The service must be used lawfully and in line with its support-management purpose. It is prohibited to: use the platform to send spam or unlawful content, publish or send content that infringes the rights of others, attempt to compromise its security, access another client company's data without authorization, or resell the service without CALADESK's express consent.

5. Trial, plans and payment

Trial. Every approved company starts with a free 30-day trial, no card required. Nothing is charged automatically when the trial ends: to keep using the service, the company needs to subscribe to a plan.

Plans and prices. The plans, what each one includes and their prices are those published on the caladesk.com pricing page at the time of subscribing. They are stated in US dollars (USD) per month, billed annually. Taxes may apply depending on the country the invoice is issued from. Usage of third-party services that the company connects with its own account (for example, WhatsApp Business messaging) is paid by the company directly to that third party.

Renewal. Billing is not automatic today: each period is invoiced and paid separately, and nothing is charged that the company has not expressly paid. If automatic billing is enabled in the future, the renewal terms and how to cancel will be shown before subscribing, next to the payment button, and users will be asked to accept these Terms again.

Cancellation. The company can change plans or cancel at any time by writing to privacidad@caladesk.com. Cancelling stops the next period from renewing and keeps access until the end of the period already paid. At any time, including after cancelling and for as long as the account exists, the company can export all of its data from its settings.

30-day money-back guarantee and refunds.

• If, within 30 days of its first payment, the company decides CALADESK is not what it expected, we refund the full amount of that payment, no questions asked. Just ask in writing at privacidad@caladesk.com within that period. The guarantee applies once per company.
• After those 30 days, and for renewals, payments are not refundable: cancelling stops the next renewal and the company keeps access until the end of the period already paid.
• Upgrading mid-period charges the prorated difference for the time remaining. Downgrading takes effect at the next renewal.
• If CALADESK stops providing the service, or closes an account without the company having breached these Terms, we refund the prorated amount for the full months left unused.
• There is no refund when the account is suspended or closed for breach of these Terms, nor for services contracted separately (for example, a migration or a custom setup) once delivered.
• Refunds are made to the same payment method within 10 business days. None of this limits any mandatory rights the law of the company's country grants it.

6. Intellectual property

The software, design, trademarks (including the CALADESK name and brand identity), and other elements of the platform are owned by CALADESK or its licensors. The client company retains ownership of the data and ticket content it enters into the platform.

7. Copyright infringement notices

If you believe that content hosted on CALADESK (for example, an article published in a company's help center or an attachment) infringes your copyright, email us at privacidad@caladesk.com with the subject "Copyright notice" and include: the copyrighted work, the exact address of the infringing content, your contact details, a good-faith statement that its use is not authorized, a statement that the information is accurate and that you are the owner or authorized to act on their behalf, and your physical or electronic signature. We will remove or disable access to the identified content when the notice is complete and inform the company that published it, which may respond with a counter-notice. Accounts that repeatedly infringe may be terminated. This procedure follows the United States Digital Millennium Copyright Act (DMCA) and also applies to notices from any other country.

8. Availability and "as is"

The service is provided "as is" and "as available," without warranties of any kind, express or implied, regarding uninterrupted availability, error-free operation, or fitness for a particular purpose. We make reasonable efforts to keep the service available and functioning correctly, but we do not guarantee it.

9. Limitation of liability

To the maximum extent permitted by law, CALADESK shall not be liable for indirect, incidental, or consequential damages arising from the use or inability to use the service, including loss of data, revenue, or business. CALADESK's total liability towards the client company is limited to the amount paid for the service in the preceding twelve months, where applicable.

10. Suspension and closure

A company account can be pending (signed up and awaiting approval), active (normal access to the service) or suspended (no access). CALADESK may suspend an account that breaches these Terms or has not paid for the corresponding period, giving notice when reasonably possible. While suspended, nobody at the company can sign in and its channels stop receiving messages, but no data is deleted; once reactivated, everything works again.

The company can request closure of its account from its settings. Closure is scheduled 30 days ahead and can be cancelled during that period; after it, the company and all of its data are permanently deleted. CALADESK may also schedule the closure of an account for a serious breach of these Terms.

11. Governing law

These Terms are governed by the laws of the Republic of Panama. Because CALADESK may provide service to companies located outside Panama, this does not limit any rights that data protection regulations or other mandatory rules of the user's country of residence grant them.

12. Changes

We may update these Terms when the service or applicable law changes. The current version and its date are shown at the top of this page. Significant changes will require users to accept them again.