IMPORTANT -- PLEASE READ THESE TERMS OF SERVICE CAREFULLY BEFORE YOU USE THE WEBSITES OR ATTEMPT TO ACCESS ANY SERVICES. BY ACCESSING THE WEBSITES OR BY UTILISING ANY SERVICES, YOU AGREE TO BE BOUND BY THESE TERMS AND CONDITIONS.
These terms (the "Terms of Service") apply to your use of *.supportpal.com (the "Websites") and any purchase or use by you of any software, products or services that may be made available to you through it (collectively, the "Services").
The Websites are operated by SupportPal Limited. SupportPal Limited is registered in England and Wales under company number #10035240.
By using the Websites, you agree to be bound by and to use the Websites in accordance with these Terms of Service, our Privacy Policy, and any additional terms and conditions that are referenced herein or that otherwise may apply to specific sections of the Websites, or to products and services that we make available to you through the Websites (all of which are deemed part of these Terms of Service). Accessing the Websites, in any manner, whether automated or otherwise, constitutes use of the Websites and your agreement to be bound by these Terms of Service.
Licenses and accounts are for the use of the primary owner only. You agree that the SupportPal Software (the "Software") is supplied by SupportPal Limited, and is licensed, not sold, under the terms of its End User License Agreement ("EULA") and that the EULA will govern all use of the Software by you. You accept that you have no right to use the Software without agreeing to the terms of the EULA in full.
You represent and warrant that you are using the Services and Software in the course of business and not as a consumer.
SupportPal Limited holds the right to refuse service and/or access to any party.
Payment Methods. Payment may be made by the methods we make available (e.g. Credit Card, PayPal). Other methods are at our discretion.
Currency. Fees are payable in USD or GBP, unless stated otherwise.
Taxes. Fees are exclusive of value added tax (VAT), sales, use, or similar taxes. Where applicable, such taxes will be charged in addition and are your responsibility.
Subscription Renewals. Subscription Licenses and Support & Updates Subscriptions automatically renew for successive terms unless cancelled in accordance with the Cancellations and Refunds section below. You authorise us to charge your payment method on or about each renewal date.
Payment Failures; Suspension. All fees are due on the billing date. If payment is not received, we may attempt to re-charge. If payment remains unpaid five (5) days after the due date, we may suspend Services and associated license validations. If unpaid after fourteen (14) days, we may terminate Services. You are solely responsible for maintaining current payment information and sufficient funds.
Reinstatement. We may charge a reasonable reinstatement fee for restoring Services suspended for non-payment.
Fee Changes. We may change fees upon notice, effective on the next renewal term.
Chargebacks. Chargebacks or payment disputes may result in immediate suspension or termination. You agree to work with us in good faith to resolve billing issues before initiating a dispute.
All licenses shall be issued instantly upon SupportPal Limited receiving to its satisfaction confirmation of receipt of payment from the chosen gateway processor.
Professional services (if purchased) are scheduled and performed on a commercially reasonable efforts basis. Time estimates are not guarantees and may be affected by peak times (e.g. new releases).
Trials are limited in duration (as stated at sign-up), for evaluation only, and may not be used in production or to circumvent fees or suspensions. One Trial per customer organisation is permitted, unless we explicitly approve otherwise.
We may link accounts, domains, servers, IPs, and payment details to enforce Trial limits and to prevent abuse. We may revoke a Trial at any time.
Beta licenses may be modified or discontinued at any time and are provided without support or uptime commitments.
You may cancel at any time, effective at the end of the then-current term (for subscriptions) or immediately (for non-recurring services). Automatic renewals will cease on cancellation.
To avoid renewal charges, you must cancel at least seven (7) days before the end of the current term via the billing portal or by email to billing [@] supportpal.com from an authorised account contact.
Except as required by law or expressly stated otherwise: fees paid are non-refundable; partial term refunds are not provided; professional service fees and any set-up or integration fees are non-refundable.
Our refund policy for Software aligns with the EULA: refunds are only considered for verified software failure within 28 days of purchase and only after our technical staff verifies a fault preventing the Software from running on a supported server environment. Server issues, unmet requirements, or lack of features, do not qualify.
Technical support is defined and governed solely by the EULA (Section 6).
Owned licenses with active Support & Updates may be resold or transferred to another user/organisation, with a transfer fee of $50.00* to be payable by the current license owner. Subscription licenses, add-ons, services and any free license benefits cannot be resold or transferred under any circumstances. All license transfers must be requested to SupportPal Limited; any unauthorised transfers will result in license termination.
Before arranging to transfer your license, please contact us to verify the eligibility of transferring your license key. Upon request of transfer, we will issue an invoice for the license transfer fee. The license will be transferred to the new owner following receipt of payment. All transfers are final and cannot be reversed.
You must not use Trials, alternate accounts, or other means to bypass suspensions, terminations, license restrictions, or fee obligations.
We may use technical and administrative measures, including blacklisting of servers, domains, IPs, and accounts reasonably associated with abuse, fraud, non-payment for services rendered, or evasion.
We may refuse service and/or access to any party at our reasonable discretion, including to protect our systems, other customers, or our rights.
We may suspend or terminate your access to the Services or Software for breach, non-payment, suspected fraud/abuse, or to comply with law. You may terminate by cancelling in accordance with the Cancellations and Refunds section. Upon termination, you must cease all use of the Services and, where applicable, comply with the EULA's termination provisions regarding the Software.
Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be limited or excluded by law.
Subject to the foregoing, SupportPal Limited will not be liable for any indirect, special, incidental, consequential, exemplary, or punitive damages, including loss of profits, revenue, savings, business, goodwill, or data, or the costs of procuring substitute goods or services or migration to another provider.
Subject to the foregoing, SupportPal Limited's total aggregate liability arising out of or in connection with the Websites, Services, or Software in any twelve (12) month period shall not exceed the fees paid by you to SupportPal Limited for the Services giving rise to the claim in that period.
Any compensation shall be at the discretion of SupportPal Limited and may take the form of an extension of the defective service or substitution with another service of equal or higher value or cash, all at the discretion of SupportPal Limited.
Abusive behaviour not limited to swearing, cursing, insulting, and or threatening behaviour towards SupportPal Limited, its staff or customers is strictly forbidden. Personal abuse of any kind, whether transmitted across live chat, an instant messenger, email, support ticket, or any other means will result in immediate termination of service. In this event the customer will not be issued any refund.
It is the customer's duty to keep SupportPal Limited informed of any changes of personal details. This includes and is not limited to your email address, address and telephone number. Email is the preferred contact method for general communication. SupportPal Limited will not be held responsible for any loss of communication or problems that arise as a result of customers not informing SupportPal Limited of their current and accurate contact details.
SupportPal Limited processes information in accordance with its Privacy Policy which is incorporated into these Terms of Service. By using SupportPal software and the Websites, you agree that SupportPal Limited can use such data in accordance with its Privacy Policy and you warrant that all data provided by you is true, correct and accurate.
Although SupportPal Limited will make the best efforts to provide quality and uninterrupted services this is not guaranteed. SupportPal Limited does not guarantee that the Websites, or any content on it, will always be available or be uninterrupted. Access to the Websites is permitted on a temporary basis. SupportPal Limited may suspend, withdraw, discontinue or change all or any part of the Websites for business or operational reasons. SupportPal Limited will try to give you reasonable notice of any suspension or withdrawal. SupportPal Limited will not be liable to you if for any reason the Websites are unavailable at any time or for any period.
SupportPal Limited does not guarantee that the Websites will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and platform in order to access the Websites securely. You should use your own virus protection software.
SupportPal Limited will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of the Websites or to your downloading of any content on it, or on any websites linked to it.
You must not misuse the Websites by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to the Websites, the server on which the Websites is stored or any server, computer or database connected to the Websites. You must not attack the Websites via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. SupportPal Limited will report any such breach to the relevant law enforcement authorities and SupportPal Limited will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use the Websites will cease immediately.
SupportPal Limited assumes no responsibility for the content of websites linked to from their website. Such links should not be interpreted as endorsement by us of those linked websites. SupportPal Limited will not be liable for any loss or damage that may arise from your use of them.
You may link to pages of the Websites, provided you do so in a way that is fair and legal and does not damage the reputation of SupportPal Limited or take advantage of it. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on the part of SupportPal Limited where none exists. You must not establish a link to the Websites in any website that is not owned by you. The Websites must not be framed on any other site.
SupportPal Limited reserves the right to withdraw linking permission without notice.
You agree to defend, indemnify, and hold harmless SupportPal Limited, its officers, employees, and agents from and against any third‑party claims, damages, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to: (a) your use of the Services or Software; (b) your content, customisations, or integrations; (c) your violation of law or third‑party rights; or (d) your breach of these Terms or the EULA.
SupportPal Limited will not be responsible for any damages your business may suffer. SupportPal Limited makes no warranties of any kind, expressed or implied for services we provide. SupportPal Limited disclaims any warranty or merchantability or fitness for a particular purpose. This includes loss of data resulting from delays, non-deliveries, wrong delivery, and any and all service interruptions caused by SupportPal Limited and its employees. No failure or delay by SupportPal Limited in exercising any of its rights under these Terms of Service shall be deemed to be a waiver of that right.
No person who is not a party to these Terms of Service has any right to rely upon or enforce any of the Terms of Service.
SupportPal and the SupportPal logo are trademarks of SupportPal Limited. All rights reserved. All other trademarks are the property of their respective owners.
You may send notices to SupportPal Limited at billing [@] supportpal.com for billing and cancellations, or via the billing portal where available. We may provide notices (e.g. payment reminders, failed payment notifications) to you via email to the address in your account, your account portal, or by posting on the Websites. You are responsible for keeping your contact details current.
SupportPal Limited reserves the right to amend or update these Terms of Service at any time, with or without notice. Such changes shall take effect immediately and shall apply to all subsequent use by you of the Websites or Services. Every time you wish to use the Websites, please check these terms to ensure you understand the terms that apply at that time. Please see below for when these terms were most recently updated.
Please note that these Terms of Service, its subject matter and its formation, are governed by English law. You and SupportPal Limited both agree that the courts of England and Wales will have exclusive jurisdiction.
Each of the paragraphs of these Terms of Service operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
Last updated: 7th October 2025
