Terms of Service

SupportPal reserve the right to suspend or cancel with immediate effect, access to any service, when SupportPal decide the account is being used inappropriately, or otherwise. SupportPal reserve the right to amend the terms and conditions at any time. It is the customer's duty to check for changes in terms and conditions.

Acceptable Use of Service

Licenses and accounts are for the use of the primary owner only. Account holders are not permitted to "borrow", "lend" or "sell", their leased license to any third party. Account holders are not permitted to "borrow" or "lend", their owned license to any third party.

SupportPal hold the right to refuse service and/or access to any party.

Payment Policy

Accounts may be paid monthly for leased licenses, or "one off" for owned licenses. Payment must be made by 'PayPal' or 'Credit Card'. Other payment methods are permitted at the discretion of SupportPal. Service will start from the date the license is setup.

All payments are due in full on the monthly renewal date. Failure to remit payment 4 (four) days after the monthly renewal date will result in suspension of service. If after a further 10 (ten) days the full payment has not been received, SupportPal reserves the right to cancel all services without further notice.

All payment is to be made in United States of America Dollar ($USD) unless stated otherwise.

User Conduct

Abusive behaviour not limited to swearing, cursing, insulting, and or threatening behaviour towards SupportPal, its staff or customers is strictly forbidden. Personal abuse of ANY kind, whether transmitted across live chat, an instant messenger, email, support ticket, forum or telephone will result in immediate termination of service. In this event the customer will not be issued ANY refund.

Customer Information

It is the customers duty to keep SupportPal informed of any changes of personal details. This includes and it not limited to your email address, address and telephone number. Your new personal details must be sent three days prior to any new communication being sent to the customer. E-mail is the preferred contact method for general communication. SupportPal will not be held responsible for any loss of communication or problems that arise as a result of customers not informing SupportPal of their current and accurate contact details.

Cancellations and Refunds

Customers may cancel their service at any time. In this event, all start-up incentives and loyalty schemes will be cancelled without refund. If the service is cancelled before the end of the billing period, fees charged on a prepay basis are non-refundable. In addition some accounts incur set-up fees, these charges are also non-refundable.

SupportPal reserves the right to cancel the service and access to the service at any time. If a customer contravenes SupportPal's terms of service, a refund will not be issued in the event of a cancellation.

You are required to give SupportPal 7 (seven) days notice to cancel your service else your contract shall automatically be renewed. Notices should be sent to billing [@] supportpal.com

License Transfers

Owned licenses with active support and 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. Monthly 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, 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 a license transfer fee. The license will be transferred to the new owner following receipt of payment. All transfers are final and cannot be reversed.

Quality of Services

Although SupportPal will make the best efforts to provide quality and uninterrupted services this is not guaranteed. SupportPal will not be responsible for any damages a service interruption may cause to the client.

Consequential Loss and Compensation

SupportPal accepts no liability for any loss however so arising suffered as a result of any failure or fault in the license provided by SupportPal. Any compensation shall be at the discretion of SupportPal and shall not exceed the pro-rata value of the loss of service provided. This compensation 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.


Customer agrees that it shall defend, indemnify, save and hold SupportPal harmless from any and all demands, liabilities, losses, costs and claims, including reasonable attorney's fees asserted against SupportPal, its agents, its customers, officers and employees, that may arise or result from any service provided or performed or agreed to be performed or any product sold by customer, its agents, employees or assigns. Customer agrees to defend, indemnify and hold harmless SupportPal against liabilities arising out of; (1) any injury to person or property caused by any products sold or otherwise distributed in connection with SupportPal's server; (2) any material supplied by customer infringing or allegedly infringing on the proprietary rights of a third party; (3) copyright infringement and (4) any defective products sold to customer from SupportPal's server.


SupportPal will not be responsible for any damages your business may suffer. SupportPal makes no warranties of any kind, expressed or implied for services we provide. SupportPal 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 and its employees. SupportPal reserves the right to revise its policies at any time.


SupportPal and the SupportPal logo are trademarks of SupportPal. All rights reserved. All other trademarks are the property of their respective owners.

Last updated: February 2017