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 use the Service on behalf of an organization, you represent 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 Organization settings and Users.
- AI Features means features that generate, summarize, classify, translate, or suggest content using machine learning or similar techniques.
- 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 inboxes, Users, and settings.
- Plan means a subscription tier, trial, free, limited access, or paid plan described on our website or in an order form.
- Service means initdesk and related services, including the web app, APIs, documentation, and integrations.
- 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 customer support platform for small teams. The Service may include a shared inbox, ticket workflows, AI Features, knowledge base tools, integrations, notifications, APIs, and inactivity reminders. Features may vary by Plan and may change over time.
4. Accounts, Organizations, and Security
You must provide accurate and complete information. You are responsible for maintaining credential confidentiality and for activity under your Account and Organization, including activity by Users you invite.
Admins can manage Organization settings, Users, roles, and connected inboxes. You are responsible for selecting appropriate Admins and controlling access.
You must use reasonable efforts to prevent unauthorized access, including strong passwords and secure email accounts. Notify us promptly of suspected unauthorized access.
5. Plans, Free Trial, and Billing
Available Plans and pricing are described on our website, in the Service, or in an order form. See our pricing page for current plan details.
We may offer a free trial, currently fourteen (14) days unless otherwise stated at sign-up. At the end of a trial, if you have not upgraded, your Organization may move to limited access. Trial expiration does not immediately delete your Organization; inactivity deletion is governed by Section 6.
During limited access, we may restrict sending emails, replying to tickets, adding Users, using AI Features, using integrations, webhooks, or APIs. You may still be able to sign in, manage billing, upgrade, or delete your Account or Organization.
Paid subscriptions are billed in advance on a monthly or annual basis, as applicable. You authorize us and our payment processors to charge fees, taxes, and amounts due. Fees are non-refundable except as required by law or expressly stated in an order form.
You may cancel a paid subscription at any time. Cancellation takes effect at the end of the current billing period unless otherwise stated. Fees are exclusive of taxes, levies, and duties, which are your responsibility except for taxes on our net income.
6. Inactivity and Deletion of Free or Trial Organizations
To keep initdesk secure and reduce storage of unused data, free or trial Organizations that remain inactive for a long period may be permanently deleted.
An Organization is considered active for this process only when an Organization User responds to a ticket message from inside initdesk. Customer-only email activity without an internal team reply does not count.
Deletion is based on an inactivity window currently set to thirty (30) days. After that threshold, a deletion plan may be created and warning emails may be sent. The notice period is currently fourteen (14) days, with a typical warning schedule of 14 days, 7 days, and 1 day before deletion. Under current settings, deletion may occur after forty-four (44) days without qualifying activity. The exact schedule may change.
If qualifying activity is detected before deletion, the deletion plan is canceled. If your Organization is in limited access, you may need to upgrade to perform qualifying activity. Once deletion is completed, Organization data is permanently removed and cannot be recovered. Paid Organizations in good standing are not deleted solely because of inactivity.
7. Acceptable Use
You may use the Service only for lawful purposes and in accordance with these Terms. You agree not to misuse the Service; violate laws or third-party rights; send spam, malware, abusive, deceptive, or unlawful content; attempt unauthorized access; interfere with security or availability; reverse engineer the Service except where law permits; overload infrastructure; scrape or harvest data except through documented APIs; or use the Service to build a competing product in violation of these Terms.
8. Email Sending Authorization
If you connect an email account, domain, or inbox, you represent that you have authority to use it with the Service. You authorize initdesk to read, process, draft, send, and sync messages as configured by you and your Users. You are responsible for email content, deliverability practices, and compliance with applicable laws.
9. AI Features
AI Features may draft, summarize, translate, tag, classify, or suggest content. AI outputs are suggestions only and may be inaccurate, incomplete, or inappropriate. You are responsible for reviewing outputs before using or sending them.
You must not use AI Features to violate laws, infringe rights, make automated decisions where prohibited, or send content without appropriate human review when review is legally or operationally required.
10. Customer Data, Privacy, and Security
You retain ownership of Customer Data. You grant 28Loops the rights needed to provide, secure, maintain, improve, and support the Service. We process personal information as described in our Privacy Policy.
You are responsible for Customer Data you submit, your legal basis for processing it, notices to end users, permissions for connected inboxes and integrations, and the accuracy, legality, and quality of Customer Data.
11. Third-Party Services
The Service may integrate with third-party services such as email providers, Slack, payment providers, analytics tools, infrastructure providers, and webhooks. Your use of third-party services is governed by their terms. We are not responsible for third-party services.
12. Intellectual Property
28Loops and its licensors retain all rights in the Service, software, designs, trademarks, and documentation. Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, revocable right to use the Service for your internal business support operations during the applicable subscription or trial period.
Feedback you provide may be used by us without restriction or obligation, unless prohibited by law.
13. Confidentiality
Each party may receive confidential information from the other. The receiving party must use confidential information only to perform under these Terms and must protect it using reasonable care. Confidential information does not include information that is public, already known without duty of confidentiality, independently developed, or lawfully received from a third party.
14. Fair Use and Abuse
We may apply fair use limits, rate limits, storage limits, sending limits, or other safeguards to protect the Service. We may suspend or restrict access if usage threatens security, reliability, deliverability, or other customers.
15. Availability and Changes
We aim to provide a reliable Service but do not guarantee uninterrupted or error-free operation. We may modify, suspend, or discontinue features, provided we do not materially reduce paid functionality without reasonable notice where practical.
16. Termination, Export, and Deletion
You may stop using the Service or cancel according to your Plan. We may suspend or terminate access if you breach these Terms, fail to pay, create security or legal risk, or use the Service abusively.
After termination, you may lose access to Customer Data. Export options may be limited by Plan, technical constraints, or security requirements. We may delete Customer Data after termination, inactivity, or expiration of retention periods, subject to legal and backup retention.
17. Disclaimers
The Service is provided "as is" and "as available". To the maximum extent permitted by law, we disclaim warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, availability, and that AI outputs will be correct or suitable for your use.
18. Limitation of Liability
To the maximum extent permitted by law, 28Loops will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, lost profits, lost revenue, lost data, business interruption, or loss of goodwill.
To the maximum extent permitted by law, our total liability for all claims related to the Service will not exceed the amounts you paid to 28Loops for the Service in the twelve (12) months before the event giving rise to liability, or one hundred US dollars (US$100) if no amounts were paid.
19. Indemnification
You will defend, indemnify, and hold harmless 28Loops from claims, damages, liabilities, costs, and expenses arising from Customer Data, your use of the Service, your breach of these Terms, or your violation of law or third-party rights.
20. Governing Law and Venue
These Terms are governed by the laws of the State of Delaware, excluding conflict-of-law rules. Courts located in Delaware will have exclusive jurisdiction and venue, except where applicable law requires otherwise.
21. Changes to Terms
We may modify these Terms from time to time. If changes are material, we will take reasonable steps to notify you. Continued use after the effective date means you accept the updated Terms.
22. Notices and Contact
Operational notices may be sent through the Service, account email, or website. Legal notices to 28Loops should be sent to legal@initdesk.com. Support questions should be sent to support@initdesk.com.
23. Miscellaneous
You may not assign these Terms without our prior written consent. We may assign them as part of a merger, acquisition, restructuring, or sale of assets. If any provision is unenforceable, the remaining provisions remain in effect. Our failure to enforce a provision is not a waiver. These Terms and the Privacy Policy are the entire agreement regarding the Service unless a separate signed agreement states otherwise.