Terms of Service

Effective 11 August 2026 · Last updated 24 September 2026

Agreement to these terms

These Terms of Service ("Terms") govern access to and use of DeskNova's managed support platform (the "Service") at desknova.io and related domains (including app.desknova.io), operated by Techlyft Pty Ltd ("DeskNova," "we," "us") for a workspace and its authorized agents and admins ("you," "your").

By accessing the Service or creating a workspace, you confirm that you have read and agree to these Terms and the policies referenced here. If you accept on behalf of a company, you represent that you have authority to bind that company.

Accounts, workspaces & roles

A workspace is created and administered by the account owner who signs up for the Service. Within a workspace, access is governed by roles and permissions configured by workspace admins — for example, an Admin role with broader access and an Agent role scoped to day-to-day conversation handling. You are responsible for the accuracy of information provided at signup and for safeguarding credentials issued to your agents, including any personal access tokens or single sign-on connection used to access the Service.

The Service is intended for business use. You must be at least 18 years old and use the Service on behalf of a company or other organization, not as a consumer for personal purposes.

Plans & billing

Current plan tiers and published prices are listed at /pricing. Fees are billed monthly or annually according to the plan you select. Prices are exclusive of applicable taxes unless stated otherwise. Payments are processed by Stripe; we do not store full payment card numbers on our servers.

We may change plan prices with at least 30 days' notice before the change applies to your renewal. Except where required by law, fees are non-refundable. Downgrades and cancellations take effect at the end of the current billing period unless otherwise stated at checkout.

Acceptable use

You agree not to, and not to permit your agents or integrations to:

• Use the Service to violate applicable law or the rights of any third party.
• Attempt to access another workspace's data, or attempt to bypass, disable, or interfere with tenant isolation, authentication, rate limiting, or other access controls described on the Security page.
• Share, sell, or otherwise misuse a personal access token, single sign-on credential, or any other credential issued to access the Service.
• Reverse engineer, decompile, or attempt to extract source code from the Service, except where applicable law expressly permits it.
• Introduce malware, or probe, scan, or test the vulnerability of the Service without our prior written authorization.
• Use the Service to send unsolicited communications in violation of applicable law.

Customer content & data

As between you and Techlyft Pty Ltd, you retain ownership of the workspace content you and your contacts submit through the Service — conversations, help-center articles, contact records, and similar data ("Customer Content"). You grant Techlyft Pty Ltd the rights necessary to host, process, and display Customer Content solely to provide and support the Service, consistent with the Privacy Policy and, where applicable, the Data Processing Agreement.

AI features (Nova & Copilot)

Where enabled, Nova provides customer-facing AI in the chat widget, grounded in your published help-center content and conversation context. Copilot drafts and summarizes for agents inside the inbox; agents review and approve Copilot output before messages are sent to contacts. See the AI Policy for providers, training, and data-handling practices.

AI output may be inaccurate or incomplete. You remain responsible for reviewing AI-assisted content before it is sent to contacts. AI features are not a substitute for professional advice.

Privacy, cookies & DPA

Your use of the Service is subject to:

• our Privacy Policy;
• our Cookie Policy;
• our AI Policy for Nova and Copilot; and
• our Data Processing Agreement when we process personal data contained in Customer Content on your instructions.

Controller vs processor. We are generally the controller of account, billing, and our own marketing and product analytics data, and the processor of personal data your contacts submit into a workspace (per the DPA).

Third-party channels & integrations

The Service may let you connect third-party channels or tools (for example a messaging channel, an email provider, or an OAuth-authorized integration). Your use of those third parties is governed by their own terms, and Techlyft Pty Ltd is not responsible for their availability or conduct.

Service availability

We use commercially reasonable efforts to keep the Service available, but we do not guarantee uninterrupted or error-free operation. No uptime percentage, maintenance window, or incident-response SLA applies unless expressly agreed in a separate written enterprise agreement.

Suspension & termination

You may cancel your subscription according to your plan terms. Techlyft Pty Ltd may suspend or terminate access immediately if you violate these Terms, pose a security risk, or if we are required to do so by law. Outstanding fees for the current billing period remain due through the effective date of termination.

After termination, you may export Customer Content during your subscription and for up to 30 days after termination upon request. Deletion timelines are described in the Privacy Policy and DPA.

Disclaimers & limitation of liability

To the maximum extent permitted by applicable law, the Service is provided "as is" and "as available" without warranties of any kind, whether express, implied, or statutory, including implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement.

Except for liability that cannot be limited under applicable law (including liability for fraud or wilful misconduct), each party's total aggregate liability arising out of or related to these Terms shall not exceed the amounts paid by you to Techlyft Pty Ltd for the Service in the twelve (12) months before the event giving rise to the claim. Neither party shall be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits, revenue, data, or goodwill.

Governing law & disputes

These Terms are governed by the laws of New South Wales, Australia, without regard to conflict-of-law rules. The courts of the courts of New South Wales, Australia have non-exclusive jurisdiction over disputes arising from these Terms, without prejudice to mandatory protections that may apply to you under applicable law (including, where applicable, GDPR-related rights for individuals in the European Economic Area or United Kingdom).

Enterprise customers may agree to different dispute resolution terms in a separate written agreement.

Changes to these terms

We may update these Terms as the product or legal requirements change. For material changes, we will provide at least 30 days' notice by email to the workspace owner or through the Service before the changes take effect. Continued use after the effective date constitutes acceptance of the updated Terms.

Contact

Questions about these Terms can be sent to [email protected].