Privacy Policy

1. The short version

Ticket Lab stores the minimum it needs to run tickets: server configuration, ticket data so transcripts work, and — if you sign in — the Discord profile details needed to show you your servers. If you buy a plan, Stripe handles the payment and we keep only the subscription record. We run no analytics, no ads, no trackers, and we never sell data.

2. Who is responsible

The data controller is Buildable Labs, Romania (buildablelabs.dev). Privacy requests: dominic.s@buildablelabs.dev or the Buildable Labs community on Discord.

3. What the bot processes

• Server configuration — server (guild) ID and the ticket types, roles, categories, channels, messages, buttons, automations and custom commands an administrator sets up.
• Ticket data — who opened a ticket, its type, timestamps, claim and close events, form answers, and the messages inside the ticket (author ID, username, content, attachments' links) so the ticket can function and a transcript can be produced.
• Transcripts — on close, a transcript is stored by us and made available at a private, unguessable link (/t/…), posted to the transcript channel the server chose, listed in the server's dashboard, and offered by DM to the person who opened the ticket. Anyone holding the link can read it; nobody can list or search them.
• Statistics — counts and timings derived from ticket events (opened, closed, first reply, per type, per staff member) for the server's own dashboard.
• Roblox data — only if a server connects Bloxlink: the opener's Roblox name, ID and account age fetched from Bloxlink, shown on the ticket.

The bot reads messages only inside ticket channels and threads, and asks only for the Discord permissions the ticket workflow needs. Optional text commands, if a server enables them, require the bot to read message content in that server's channels.

4. The dashboard (Sign in with Discord)

When you sign in, Discord gives us your user ID, username, display name, avatar and the list of servers you are in with your permissions there. We use it to show you the servers you may manage and to check every dashboard action against your real Discord permissions. Your sign-in is kept in a session that expires after 15 days or when you sign out. We store no password.

5. Payments

Plans are paid through Stripe. Stripe collects your payment details, billing address, email and, if you add one, VAT ID, under Stripe's Privacy Policy; we never see full card numbers. We store the link between your Discord user ID and your Stripe customer ID, and for each subscription: the plan, price, status, period dates, the server IDs it covers and whether it is set to cancel. If a payment fails we record when, so we can apply the grace period and notify you on Discord.

Free trials. When you start a free trial we store a salted hash of the network (IP) address you used, next to the trial record. We use it only to decline further free trials started from the same network through other accounts (fraud prevention). The hash cannot be turned back into your address, is never shared, and is deleted after 180 days. We also record that your Discord account has used its one trial.

6. Why we may process it (legal bases)

• Contract — running tickets, the dashboard and paid plans you asked for.
• Legitimate interests — keeping the Service secure and reliable, preventing abuse, short-lived technical logs.
• Legal obligation — keeping invoicing and tax records.

We make no automated decisions with legal or similar effects about you.

7. Where data lives and who helps us

The Service runs on Cloudflare (website, dashboard, edge), Railway (bot and database hosting) and Stripe (payments), and it operates on Discord. These providers process data only to provide their service to us. Some of them process data in the United States; transfers rely on EU Standard Contractual Clauses and, where the provider is certified, the EU-US Data Privacy Framework. Data shared in Discord itself is governed by Discord's Privacy Policy.

8. How long we keep it

• Server configuration — until the bot is removed, /un-setup is run, or an administrator deletes it.
• Tickets and transcripts — until the server deletes them from the dashboard or removes the bot, or until a participant asks us to delete them.
• Dashboard session — 15 days, or until you sign out.
• Billing records — for as long as tax and accounting law requires (in Romania up to 10 years), then deleted.
• Technical logs — a short period, then discarded.

Trial abuse hashes: 180 days from the start of the trial, then deleted.

9. Your rights

You can ask for access to the data we hold about you, have it corrected or deleted, restrict or object to its processing, receive a copy in a portable format, and — where processing relies on consent — withdraw it. Server administrators can delete everything tied to a server by removing the bot; participants can ask us to delete their ticket data. Write to dominic.s@buildablelabs.dev; we may ask you to prove you own the Discord account, and we answer within 30 days. You can also complain to a data-protection authority — in Romania the ANSPDCP, or the one where you live. These rights come from the GDPR; we honour them for everyone, wherever you live.

10. Security

Everything travels over HTTPS. The bot's internal API is reachable only from our own dashboard worker, every dashboard request is checked against your Discord permissions, and payment data never touches our servers. No system is perfect; if a breach ever affects you, we will tell you and the authorities as the law requires.

11. Children

The Service is only for people old enough to use Discord under Discord's Terms of Service (13, or higher where local law requires). Buying a plan requires being able to enter a contract where you live, or a parent or guardian doing it for you. We do not knowingly collect data from anyone below Discord's minimum age.

12. Changes

If this policy changes in a way that matters, we announce it in the Buildable community before it takes effect. The date above always reflects the current version.

13. Contact

dominic.s@buildablelabs.dev · Buildable Labs community on Discord · buildablelabs.dev.