Terms of Service

1. Who we are

Ticket Lab is a ticketing application ("bot") for Discord, the web dashboard and the website at ticketlab.buildablelabs.dev (together, the "Service"), operated by Buildable Labs (buildablelabs.dev), based in Romania, in the European Union. By inviting the bot to a Discord server you manage, using it in a server, signing in to the dashboard or buying a plan, you agree to these terms.

2. The Service

Ticket Lab lets Discord servers run support tickets: panels members open tickets from, private ticket channels or threads, staff routing, forms, transcripts and a web dashboard to configure it all. The core Service is free. Some features are part of paid Pro and Max plans (section 5). Ticket Lab is in active development — features may be added, changed or removed as the product matures. We will not remove a feature you are paying for during a paid period without a pro-rata refund of that period.

3. Discord comes first

The Service runs on Discord. Your use of Discord — including anything you do inside a ticket — is also governed by Discord's Terms of Service and Community Guidelines. You must meet Discord's minimum age requirement to use the Service. Ticket Lab is not affiliated with, endorsed by, or sponsored by Discord Inc.

4. The dashboard and your account

The dashboard uses Sign in with Discord; there is no separate Ticket Lab account or password. You can manage a server in the dashboard only if you hold Manage Server there or a role its administrators listed as a dashboard role. You are responsible for keeping your Discord account secure and for what people you grant access do in your server's configuration.

5. Paid plans

5.1 Plans and prices

Pro covers one Discord server; Max covers up to three servers you choose and can swap. Prices are shown in euros on the Billing page before you buy and include VAT where it applies. A limited-time founding price is honoured for as long as that subscription stays active; if it is cancelled or lapses, the founding price is gone.

5.2 Payment and renewal

Payments are processed by Stripe; we never see or store your card number. Plans are subscriptions: they renew automatically monthly or yearly, on the same day, at the price shown when you subscribed (unless we announce a change under 5.6), until you cancel.

5.3 Cancelling

You can cancel any time from the dashboard's Billing page or the Stripe billing portal. Cancelling stops future charges; the plan stays active until the end of the period you already paid for, and you can resume it before then. Removing the bot from a server does not cancel a subscription — cancel it in Billing.

5.4 Failed payments

If a renewal payment fails, Stripe retries it and we notify you on Discord. The server keeps its plan for a 7-day grace period; after that it returns to the free tier until the invoice is paid. Nothing is deleted — your configuration waits for you.

5.5 Refunds and your right of withdrawal

If you are a consumer in the EU/EEA or the UK you have a legal right to withdraw from a purchase within 14 days. Because a plan is a digital service that starts immediately, by subscribing you ask us to begin the service right away and acknowledge that once the paid period has fully run you can no longer withdraw. If you withdraw within the 14 days, we refund the price minus a proportionate amount for the days already used. Outside that right, payments are non-refundable except where we say otherwise in these terms, where the law requires it, or at our discretion — ask us and we will look at it. Nothing here limits mandatory consumer rights in your country.

5.6 Price and plan changes

We may change prices or what a plan includes. Price increases apply only from your next renewal after at least 30 days' notice by Discord DM or on the Billing page; if you do not agree, cancel before the renewal and nothing more is charged.

5.7 Taxes and invoices

Prices include VAT where applicable; Stripe calculates the correct tax for your location. Business customers can add a VAT ID at checkout. Stripe issues your invoices and receipts, available from the billing portal.

5.8 Who may buy

You must be legally able to enter a paid contract where you live — in most countries 18 or older, or with a parent or guardian's consent — and you must be authorised to pay for the server you upgrade.

5.9 Free trials

We may offer a free trial of Pro. A trial is seven days, needs a valid payment method on file, and is available once per person, only for a server that has never had a paid plan. It is not available on Max. Unless you cancel before the trial ends, the subscription converts automatically into the paid plan and price shown at checkout (including a founding price, where one applied) and the first payment is taken on the day the trial ends. Cancel any time during the trial from Billing or the Stripe portal and nothing is charged. A trial that is cancelled frees any founding slot it held. Stripe may email you before the trial ends; we do not send separate reminders. We may change, limit or withdraw trial offers at any time; a trial already running keeps its terms. One trial per person means per Discord account, however many servers you manage, and a trial covers exactly one server. To stop the same person taking several trials through alternate accounts, we keep a salted hash of the network address used to start a trial for up to 180 days and decline further trials from it; you can still subscribe at the normal price. We may refuse or end a trial where we believe it is being abused.

5.10 Accepting these terms at checkout

Stripe Checkout asks you to accept these Terms before you subscribe or start a trial. Ticking that box is your agreement to this whole document, including the paid-plan and trial sections above.

6. Acceptable use

You agree not to:

• use the Service to harass, defraud or harm others, or to break any law;
• attempt to disrupt, overload, reverse-engineer or gain unauthorised access to the Service or the systems it runs on, or to bypass plan limits;
• use the Service to collect other users' data beyond what the ticket workflow naturally involves;
• resell the Service or misrepresent it as your own product;
• dispute a charge with your bank instead of contacting us first, when the charge was valid.

Server administrators are responsible for how the bot is configured in their server — including who can read transcripts and where they are posted.

7. Your content

Messages written inside tickets belong to the people who wrote them. You give us the limited right to process and store that content as needed to operate the Service — for example, generating a transcript when a ticket closes and delivering it to the channels and people the server's configuration selects. See the Privacy Policy for what we store and for how long.

8. Termination

You can stop using the Service at any time by removing the bot from your server and cancelling any plan. We may suspend or remove the bot from servers that violate these terms, abuse the Service or create risk for other users; where practical, we will say why. If we end a paid plan for a reason other than your breach, we refund the unused part of the paid period.

9. No warranty

The Service is provided "as is" and "as available". We work hard to keep it reliable, but we do not guarantee uninterrupted operation; a product in active development will occasionally have downtime or bugs. Where the law gives consumers a guarantee that digital services conform to the contract, that guarantee applies and these terms do not reduce it.

10. Limitation of liability

To the extent permitted by law, Buildable Labs is not liable for indirect, incidental or consequential damages arising from your use of the Service. Our total liability for any claim is limited to the amount you paid us for the Service in the 12 months before the claim, or €0 if you used only the free tier. This does not limit liability for intent, gross negligence, personal injury, or anything the law does not allow us to limit.

11. Governing law and disputes

These terms are governed by the laws of Romania and the European Union. If you are a consumer you keep the protection of the mandatory laws of the country you live in, and you may bring a claim there. EU consumers can also use the European Commission's Online Dispute Resolution platform. Talk to us first — most things are solved in a message.

12. Changes to these terms

We may update these terms as the Service evolves. The effective date above always reflects the current version; meaningful changes are announced in the Buildable community, and changes affecting paid plans are also sent by Discord DM, before they take effect. Continuing to use the Service after a change means you accept the new terms.

13. Contact

Questions reach us in the Buildable Labs community on Discord, by email at dominic.s@buildablelabs.dev, or through buildablelabs.dev.