Terms of Service

1. Scope

These Terms of Service govern the use of the KDesk platform (the “Service”), operated by Kalonis GmbH, Berliner Allee 158, 13088 Berlin, Germany (the “Provider”).

2. Subject of the Agreement

The Provider offers the customer web-based helpdesk software for managing support tickets, email communication, and FAQ pages. The Service is provided as Software-as-a-Service (SaaS).

3. Registration and Account

  • Use of the Service requires registration with a valid email address.
  • The customer is responsible for keeping their login credentials confidential.
  • The customer warrants that the information provided is accurate.

4. Services and Plans

The Service is offered in different plans:

  • Free: 1 project, 1 user, unlimited tickets. Free of charge, no fixed term.
  • Pro: Unlimited projects, up to 10 team members, extended features. Billed annually.

The Provider reserves the right to adjust the scope of features of the plans. Existing paid subscriptions are not affected by changes until the end of their current term.

5. Prices and Payment

  • Current prices are available on the website.
  • All prices include applicable statutory VAT.
  • Payment processing is handled by our payment provider Paddle.com Market Limited, acting as Merchant of Record.
  • Paddle’s terms of use additionally apply.

6. Term and Cancellation

  • The Free plan is open-ended and can be terminated at any time by deleting the account.
  • Pro subscriptions run for one year and renew automatically.
  • Cancellation is possible at any time effective at the end of the current term — via account settings or the Paddle customer portal.
  • Upon cancellation, access remains available until the end of the paid term.

7. Privacy

The processing of personal data is governed by our Privacy Policy.

8. Availability

The Provider strives for high availability of the Service but cannot guarantee 100% uptime. Scheduled maintenance will be announced in advance. Liability for outages is excluded to the extent permitted by law.

9. Liability

  • The Provider’s liability is limited to intent and gross negligence.
  • In cases of slight negligence, the Provider is only liable for breaches of essential contractual obligations, limited to foreseeable damage typical for this type of contract.
  • The Provider is not liable for loss of data if the customer has not created reasonable backups.

10. Email Processing

The customer grants the Provider access to an email mailbox to enable automatic retrieval and sending of emails within the ticket system. This is done either via SMTP/IMAP credentials or, for Microsoft 365, via an authorisation the customer grants at Microsoft and can revoke there at any time. The Provider uses this access exclusively for the stated purpose.

The customer warrants that they are entitled to grant this access — in particular for mailboxes not assigned to them personally.

11. AI-Assisted Features

The Provider offers features that use artificial intelligence to suggest draft replies, categorise tickets, group feature requests and translate messages. These features are part of the paid plans and can be switched off per project.

For this processing, ticket contents are transmitted to a sub-processor; details are set out in the privacy policy. By switching the feature on, the customer instructs this processing.

AI output constitutes suggestions. A draft reply is not sent automatically but presented to one of the customer's agents for review; the decision to send and the responsibility for the content of the sent reply rest with the customer. The Provider gives no warranty as to the accuracy, completeness or appropriateness of AI-generated suggestions.

Usage of these features is billed in credits. The volume included in the plan and the prices of additional credits follow the pricing overview in effect at the time of purchase.

12. Acceptable Use

The customer agrees:

  • Not to use the Service for unlawful purposes.
  • Not to send spam emails through the Service.
  • To comply with the GDPR and applicable data protection law when processing end-customer data.

13. Changes to these Terms

The Provider may amend these Terms with 4 weeks’ notice. The customer will be informed by email. If the customer does not object within 4 weeks of notification, the amended Terms are deemed accepted.

14. Final Provisions

  • The law of the Federal Republic of Germany applies.
  • Place of jurisdiction, where permissible, is the registered office of the Provider.
  • Should individual provisions be invalid, the validity of the remaining provisions remains unaffected.

Last updated: April 2026