Terms of Service

Last updated: February 26, 2026

These Terms of Service (“Terms”) are a binding agreement between 28Loops, a Delaware entity (“28Loops,” “we,” “us,” or “our”), and the customer entity or individual agreeing to these Terms (“Customer,” “you,” or “your”). 28Loops offers the Service under the product name initdesk.

If you are using the Service on behalf of an organization, you represent and warrant that you have authority to bind that organization, and “you” includes that organization.

1. Definitions

• “Account” means the account you create to access the Service.
• “Admin” means a User designated to manage an Organization’s settings and Users.
• “AI Features” means features that generate, summarize, classify, or suggest content using machine learning or similar techniques (e.g., drafted replies, auto-tagging).
• “Customer Data” means content submitted to or processed by the Service on your behalf, including emails, ticket messages, attachments, contact details, and knowledge base content.
• “Organization” means a workspace in the Service associated with inbox(es), Users, and settings.
• “Plan” means a subscription tier (including any trial, free, limited access, or paid plan) described on our website or in an Order Form.
• “Service” means the initdesk platform and related services, including the web app, APIs (if any), and documentation.
• “User” means an individual authorized by you to access the Service under your Account.

2. Acceptance of Terms

By accessing or using the Service, you agree to be bound by these Terms. If you do not agree, do not use the Service.

3. Description of Service

initdesk is an AI-powered help desk platform designed for founders and small teams. The Service may include a shared inbox for support emails, ticket workflows, AI Features, knowledge base tools, integrations (e.g., Slack and webhooks), and inactivity reminders. Features may vary by Plan and may change over time.

4. Accounts, Organizations, and Security

4.1 Account Creation and Responsibility

You must provide accurate, current, and complete information. You are responsible for maintaining the confidentiality of your credentials and for all activities under your Account and Organization, including by Users you invite.

4.2 Admin Controls

Admins can manage Organization settings, Users, and connected inboxes. You are responsible for designating appropriate Admins and controlling access.

4.3 Security

You must use reasonable efforts to prevent unauthorized access to the Service (including using strong passwords and securing email accounts you connect). Notify us promptly of any suspected unauthorized access.

5. Plans, Free Trial, and Billing

5.1 Plans

Available Plans and pricing are described on our website or in an applicable Order Form.

5.2 Free Trial

We may offer a free trial period (the “Trial”), currently fourteen (14) days unless otherwise stated at sign-up. At the end of the Trial, if you have not upgraded to a paid Plan, your Organization may move to Limited Access (Section 5.3). Your Organization is not deleted immediately after the Trial ends; inactivity deletion is governed by Section 6.

5.3 Post-Trial Limited Access

After the Trial ends, you may still be able to log in to your Account. However, unless you upgrade to a paid Plan, we may restrict your Organization’s ability to perform actions, including without limitation:

• sending emails or initiating outbound messages through the Service;
• replying to tickets from within the Service;
• adding additional Users;
• using AI Features;
• using integrations (including Slack notifications, webhooks, and API-based integrations).

During Limited Access, you may be allowed to manage billing (including upgrading) and delete your Account/Organization.

5.4 Billing and Payment (Paid Plans)

Paid subscriptions are billed in advance on a monthly or annual basis (as applicable). You authorize us (through our payment processor) to charge your payment method for fees, taxes, and other amounts due. All fees are non-refundable except as required by law or as expressly stated in an Order Form.

5.5 Cancellation

You may cancel your paid subscription at any time. Cancellation takes effect at the end of your current billing period unless otherwise stated. No refunds will be provided for unused portions of a subscription, except as required by law.

5.6 Taxes

Fees are exclusive of taxes, levies, or duties imposed by taxing authorities. You are responsible for all such amounts (except taxes on our net income).

6. Inactivity and Deletion of Free/Trial Organizations

To keep initdesk secure and reduce storage of unused data, Organizations that remain inactive for a long period may be permanently deleted.

6.1 What Counts as Activity (Qualifying Activity)

For inactivity deletion purposes, an Organization is considered “active” only when an Organization User responds to a ticket message from inside initdesk (for example, a teammate replies to a ticket in the app). Customer-only email activity without an internal team reply does not count as activity.

6.2 When an Organization Can Be Deleted (44 Days Under Current Settings)

Deletion is based on an inactivity window currently set to thirty (30) days. After your Organization reaches the inactivity threshold, a deletion plan may be created and warning emails may be sent before deletion. The notice period is currently fourteen (14) days, with a typical warning schedule of 14 days, 7 days, and 1 day before deletion.

Accordingly, under current settings, an Organization may be deleted after a total of forty-four (44) days without qualifying activity (30 days inactivity + 14 days notice). The exact schedule may change.

6.3 How to Prevent Deletion

To keep your Organization active, an Organization User must perform qualifying activity before the deletion date. If qualifying activity is detected, the deletion plan is canceled.

If your Organization is in Limited Access (Section 5.3), you may need to upgrade to a paid Plan to regain the ability to perform qualifying activity.

6.4 Effect of Deletion

If deletion is completed, Organization data is permanently removed and cannot be recovered.

6.5 Paid Subscriptions Not Impacted

Organizations with an active paid subscription in good standing will not be deleted solely due to inactivity.

7. Acceptable Use

You may use the Service only for lawful purposes and in accordance with these Terms. You agree not to:

• use the Service for any illegal or unauthorized purpose;
• violate any laws or regulations (including email, consumer protection, and anti-spam laws);
• infringe intellectual property or privacy rights;
• transmit malware or harmful code;
• attempt unauthorized access to our systems or interfere with the Service;
• use the Service to spam, harass, impersonate, or send deceptive messages.

You are solely responsible for all content you transmit through the Service and represent that you have all necessary rights, permissions, and consents to transmit and process such content.

8. Email Sending Authorization

If you connect an inbox, configure forwarding, or otherwise enable sending, you authorize the Service to send messages on your behalf to recipients you (or your Users) select, and to receive and process inbound messages to create and manage tickets. You are responsible for ensuring your messages comply with applicable law and any contractual obligations you have to your customers.

9. AI Features

9.1 AI Outputs Are Suggestions

AI-generated drafts, tags, summaries, and other outputs are provided as suggestions. You are responsible for reviewing and verifying outputs before using them (including before sending messages to customers). We do not guarantee that AI outputs are accurate, complete, or appropriate for your specific use case.

9.2 Restrictions

You will not use AI Features in a way that violates these Terms or applicable laws, including to generate unlawful, infringing, or harmful content.

10. Customer Data, Privacy, and Security

10.1 Customer Data

As between you and 28Loops, you retain all rights to Customer Data. You grant 28Loops a limited, worldwide license to host, process, transmit, and display Customer Data solely to provide, maintain, secure, and improve the Service, comply with law, and enforce these Terms.

10.2 Privacy Policy

Our Privacy Policy explains how we collect and use personal data. By using the Service, you agree to the Privacy Policy: https://www.initdesk.com/privacy-policy.

10.3 Security

We use commercially reasonable measures designed to protect Customer Data. However, no method of transmission or storage is 100% secure, and we do not guarantee absolute security.

11. Third-Party Services

The Service may interoperate with third-party services (e.g., email providers, Slack, webhooks, payment processors, AI providers). Your use of third-party services is governed by their terms. We are not responsible for third-party services and do not warrant their availability, security, or functionality.

12. Intellectual Property

The Service, including its software, features, and content (excluding Customer Data), is owned by 28Loops and protected by intellectual property laws. Subject to these Terms, we grant you a limited, non-exclusive, non-transferable right to access and use the Service during your subscription term.

If you provide feedback, suggestions, or ideas, you grant 28Loops a perpetual, irrevocable, royalty-free right to use them without restriction.

13. Confidentiality

“Confidential Information” means non-public information disclosed by one party to the other that is marked confidential or should reasonably be understood as confidential, including product plans, security information, and Customer Data. The receiving party will protect the disclosing party’s Confidential Information using reasonable care and will use it only to perform obligations or exercise rights under these Terms. Confidential Information does not include information that is publicly available without breach, independently developed, or rightfully obtained from a third party without duty of confidentiality.

14. Fair Use; Abuse

The Service is designed for legitimate customer support operations. We may limit, throttle, suspend, or restrict accounts that generate excessive, abusive, fraudulent, or anomalous usage, including usage that harms the Service or other customers.

15. Service Availability and Changes

We strive to maintain high availability but do not guarantee uninterrupted Service. We may perform maintenance, modify features, or discontinue parts of the Service. We may change Plans and pricing consistent with applicable law and any Order Form.

16. Termination; Data Export; Data Deletion

16.1 Termination by You

You may stop using the Service at any time. You may also cancel a paid subscription per Section 5.5. You may delete your Account/Organization where such controls are made available in the Service.

16.2 Suspension or Termination by 28Loops

We may suspend or terminate access to the Service to protect the Service, other users, or third parties, or if you breach these Terms.

16.3 Data Export Window (Paid Plans)

Upon termination or expiration of a paid subscription, if you request export at or before termination, we will use commercially reasonable efforts to make Customer Data available for export for thirty (30) days following termination (the “Export Window”). After the Export Window, we may delete Customer Data as described below.

16.4 Data Deletion; Backups

Following termination, expiration, or deletion of an Organization (including deletion due to inactivity under Section 6), we may delete Customer Data and Organization data. Deletion is permanent and data may not be recoverable. Notwithstanding the foregoing, we may retain certain information as required by law or for legitimate business purposes (e.g., fraud prevention, security, dispute resolution), and/or in backup and archival systems for a limited period consistent with our retention practices.

17. Disclaimers

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE.” TO THE MAXIMUM EXTENT PERMITTED BY LAW, 28LOOPS DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. 28LOOPS DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR THAT AI OUTPUTS WILL BE ACCURATE.

18. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

1. 28LOOPS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES.
2. 28LOOPS’S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THE SERVICE WILL NOT EXCEED THE AMOUNTS PAID BY YOU TO 28LOOPS FOR THE SERVICE IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

Some jurisdictions do not allow certain limitations; in those cases, liability is limited to the maximum extent permitted by law.

19. Indemnification

You agree to defend, indemnify, and hold harmless 28Loops and its officers, directors, employees, and agents from and against any third-party claims, damages, liabilities, costs, and expenses (including reasonable attorneys’ fees) arising out of or related to (a) your or your Users’ use of the Service, (b) Customer Data, or (c) your breach of these Terms, except to the extent caused by 28Loops’s willful misconduct.

20. Governing Law; Venue

These Terms are governed by the laws of the State of Delaware, without regard to conflict of law principles. Exclusive venue for any dispute will be the state or federal courts located in Delaware, and each party consents to personal jurisdiction there.

21. Changes to Terms

We may modify these Terms from time to time. If we make material changes, we will provide reasonable notice (for example, by email or within the Service). Continued use of the Service after the effective date of an update constitutes acceptance of the updated Terms.

22. Notices and Contact Information

22.1 Legal Notices to 28Loops

Legal notices to 28Loops must be sent to:

22.2 Support Contact

If you have questions about these Terms or the Service, contact:

• Email (Support): [email protected]
• Website: https://www.initdesk.com

23. Miscellaneous

• Severability. If any provision is held invalid or unenforceable, the remaining provisions remain in effect.
• No waiver. Failure to enforce a provision is not a waiver.
• Assignment. You may not assign these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, reorganization, or sale of assets.
• Entire agreement. These Terms and the Privacy Policy are the entire agreement regarding the Service and supersede prior agreements on the same subject.