Terms and Conditions

1. Introduction

These Terms and Conditions (“Terms”) govern your access to and use of TicketPro (“Service,” “Platform,” “we,” “us,” or “our”), a cloud-based helpdesk ticketing product accessible at https://ticketpro.to.

TicketPro is a product of NineGravity, a registered firm based in Ahmedabad, Gujarat, India.

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

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

2. Definitions

• “Account” means the user account created to access TicketPro.
• “Admin” means a user with full administrative access to manage projects, categories, tickets, users, assignments, and reports within an organization’s workspace.
• “Agent” means a user assigned to work on tickets, communicate through comments, update ticket statuses, and move issues toward resolution.
• “Client” means a user who submits support tickets, adds comments, and tracks the progress of their requests.
• “Customer” means any external person or entity that submits support tickets through an organization’s TicketPro workspace. Customer count determines which pricing plan applies.
• “User” means any individual who accesses or uses the Service, including Admins, Agents, and Clients.
• “Workspace” means the organizational environment created within TicketPro where tickets, projects, and users are managed.
• “Content” means any data, text, comments, files, or information submitted to or generated within the Service.

3. Eligibility

You must be at least 18 years of age to create an account or use the Service. By using TicketPro, you represent that you meet this requirement.

The Service is intended for use by businesses, organizations, teams, and professionals. It is not designed for personal consumer use unrelated to business operations.

4. Account Registration and Security

To use the Service, you must create an account by providing accurate and complete registration information. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account.

You agree to notify us immediately at hello@ticketpro.to if you become aware of any unauthorized use of your account.

We reserve the right to suspend or terminate accounts that contain inaccurate information or that violate these Terms.

5. Service Description

TicketPro is a multitenant, cloud-based helpdesk ticketing system that allows organizations to:

• Create and manage support tickets
• Organize work into projects and categories
• Assign tickets to agents or teams
• Set ticket priorities (Low, Medium, High, Urgent)
• Track ticket statuses (Open, In Progress, Resolved, Closed)
• Communicate through comments on tickets
• Manage user roles (Admin, Agent, Client)
• Receive real-time notifications
• Access dashboard summaries, reports, and basic analytics

The Service is provided “as is” and “as available.” We do not guarantee that the Service will be uninterrupted, error-free, or available at all times.

6. Plans and Pricing

TicketPro offers the following plans:

Plan	Monthly Price	Customer Limit
Free	$0/month	Up to 10 customers
Starter	$12/month	10 to 50 customers
Growth	$25/month	50 to 200 customers

Yearly billing is available at a 25% discount on Starter and Growth plans.

All plans include the full feature set. The only variable between plans is the number of customers your workspace can support. There is no limit on the number of agents or tickets on any plan.

For organizations supporting more than 200 customers, custom plans are available by contacting us.

We reserve the right to modify pricing with reasonable advance notice. Any pricing change will not apply to your current billing period. Changes will take effect at the start of your next billing cycle, and you will be notified before that date.

7. Billing and Payment

Paid plans are billed either monthly or yearly, based on the billing cycle you select at the time of subscription.

Payments are processed through our third-party payment provider. You agree to provide accurate and complete billing information.

If a payment fails, we may suspend access to paid features until the outstanding amount is settled. We will make reasonable efforts to notify you before any suspension takes effect.

Refunds are not provided for partial billing periods. If you downgrade or cancel your plan, your current features will remain accessible until the end of the paid period.

Invoicing, renewals, failed payments, upgrades and downgrades, refunds, taxes and pricing changes are covered in detail in our Payment Terms.

8. Free Plan

The Free plan provides full access to all TicketPro features for workspaces supporting up to 10 customers. No credit card is required to use the Free plan.

We reserve the right to modify, limit, or discontinue the Free plan with reasonable advance notice.

9. Acceptable Use

You agree not to use the Service to:

• Violate any applicable law, regulation, or third-party rights
• Transmit malicious software, viruses, or harmful code
• Attempt to gain unauthorized access to the Service, other user accounts, or our systems
• Use the Service for any illegal, fraudulent, or abusive purpose
• Interfere with or disrupt the integrity or performance of the Service
• Scrape, crawl, or extract data from the Service through automated means without our prior written consent
• Resell, sublicense, or redistribute access to the Service without our authorization
• Submit content that is defamatory, obscene, threatening, or otherwise objectionable
• Use the Service to send unsolicited bulk communications (spam) through ticket creation or comments

We reserve the right to suspend or terminate your account if we determine, at our reasonable discretion, that you have violated these acceptable use requirements.

10. Intellectual Property

All rights, title, and interest in and to the Service, including its design, code, features, branding, documentation, and content created by us, remain the exclusive property of NineGravity.

“TicketPro,” the TicketPro logo, and related marks are trademarks of NineGravity. You may not use these marks without our prior written permission.

You retain ownership of the Content you submit to the Service. By submitting Content, you grant us a limited, non-exclusive license to store, process, display, and transmit that Content solely for the purpose of operating and providing the Service to you.

11. Your Data

You own the data you submit to TicketPro. We do not sell your data to third parties.

We process your data only as necessary to provide and improve the Service. Our handling of personal data is described in our Privacy Policy.

You are responsible for ensuring that the data you submit does not violate any applicable law or third-party rights.

Upon account termination, we will retain your data for a reasonable period (not exceeding 90 days) to allow for data export. After this period, your data will be permanently deleted from our active systems. Residual copies in backups may persist for a limited time in accordance with our data retention practices and will not be actively used.

12. Availability and Support

We aim to maintain reasonable uptime for the Service but do not guarantee any specific level of availability. Scheduled maintenance, unscheduled downtime, and factors beyond our control may affect Service availability.

We will make reasonable efforts to provide advance notice of scheduled maintenance through the Service or by email.

Support is available through channels listed on our website. Response times are not guaranteed under the Free plan.

13. Third-Party Services

The Service may integrate with or rely on third-party services for hosting, payment processing, email delivery, or other functions. We are not responsible for the availability, accuracy, or conduct of third-party services.

Your use of any third-party service is governed by that service’s own terms and policies.

14. Limitation of Liability

To the maximum extent permitted by applicable law:

NineGravity, its directors, employees, and affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to your use of the Service, including but not limited to loss of data, loss of revenue, loss of business opportunities, or interruption of business.

Our total aggregate liability for any claim arising out of or related to these Terms or the Service shall not exceed the total amount you paid to us for the Service during the twelve (12) months immediately preceding the event giving rise to the claim, or INR 5,000 (Indian Rupees Five Thousand), whichever is greater.

This limitation applies regardless of the legal theory on which the claim is based, including contract, tort, negligence, strict liability, or otherwise.

15. Indemnification

You agree to indemnify, defend, and hold harmless NineGravity, its officers, directors, employees, and affiliates from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or related to:

• Your use of the Service
• Your violation of these Terms
• Your violation of any applicable law or third-party rights
• Content submitted by you through the Service

16. Disclaimer of Warranties

The Service is provided on an “as is” and “as available” basis without warranties of any kind, whether express, implied, or statutory.

We disclaim all warranties, including but not limited to implied warranties of merchantability, fitness for a particular purpose, non-infringement, and any warranties arising from course of dealing or usage of trade.

We do not warrant that the Service will meet your requirements, operate without interruption, be error-free, or be secure at all times.

17. Termination

You may stop using the Service and close your account at any time by contacting us or using the account settings within the Service.

We may suspend or terminate your access to the Service at any time, with or without cause, and with or without notice, if we reasonably believe that you have violated these Terms or that continued access poses a risk to the Service, other users, or our systems.

Upon termination, your right to access and use the Service ceases immediately. Sections of these Terms that by their nature should survive termination (including but not limited to Intellectual Property, Limitation of Liability, Indemnification, Disclaimer of Warranties, and Governing Law) will continue to apply.

18. Modifications to the Service

We reserve the right to modify, update, or discontinue any part of the Service at any time. If we make material changes that reduce the core functionality of a paid plan, we will provide reasonable advance notice.

We are not liable to you or any third party for any modification, suspension, or discontinuation of the Service.

19. Modifications to These Terms

We may update these Terms from time to time. When we make material changes, we will update the “Last Updated” date at the top of this page and, where practical, notify you through the Service or by email.

Your continued use of the Service after the updated Terms take effect constitutes your acceptance of the changes. If you do not agree to the updated Terms, you must stop using the Service.

20. Governing Law and Jurisdiction

These Terms are governed by and construed in accordance with the laws of India.

Any dispute arising out of or relating to these Terms or the Service shall be subject to the exclusive jurisdiction of the courts in Ahmedabad, Gujarat, India.

21. Dispute Resolution

Before initiating any formal legal proceeding, you agree to first contact us at hello@ticketpro.to and attempt to resolve the dispute informally for a period of at least thirty (30) days. If the dispute is not resolved informally, either party may pursue resolution through the courts as specified in Section 20.

22. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.

23. Entire Agreement

These Terms, together with the Privacy Policy, Payment Terms and any other policies referenced herein, constitute the entire agreement between you and NineGravity regarding your use of the Service. They supersede all prior agreements, understandings, and communications, whether written or oral, relating to the subject matter of these Terms.

24. Waiver

Our failure to enforce any provision of these Terms shall not constitute a waiver of that provision or of our right to enforce it at a later time.

25. Contact Information

If you have questions about these Terms, contact us at:

NineGravity
Ahmedabad, Gujarat, India
Email: hello@ticketpro.to
Website: https://ticketpro.to