Terms of Service

1. Agreement

These terms govern the use of Exylia Tickets (the "Service"): the Exylia Tickets Discord bot, the dashboard and transcript pages at tickets.exylia.net and the related programming interfaces. The Service is operated by Cristobal Aranda, a natural person domiciled in Chile ("we", "us"). Contact: [email protected].

By signing in, creating a workspace or adding the bot to a server you accept these terms. If you act on behalf of a server, community or organisation, you confirm that you are authorised to bind it; "you" then also means that organisation. If you do not accept them, do not use the Service.

Discord users who only open tickets, write in them or apply through the bot in someone else's server use the Service as provided by that server; for them the Privacy Policy explains what happens with their data, and the rules of that server and of Discord apply.

2. Accounts

You sign in with Discord and must meet Discord's own age requirements. To create or manage a workspace you must be at least 18 years old, or of legal age where you live. You are responsible for keeping your Discord account secure and for everything done through your session.

The owner of a workspace (the "Customer") decides who joins it and with what permissions, and is responsible for the actions of its members.

3. Your responsibilities over your community's data

When you add the bot to a server, it stores the conversations of tickets and applications and processes the data of the Discord users who use them, as described in the Privacy Policy. For that data you are the controller and we are your processor, under the Data Processing Agreement, which forms part of these terms. You agree to:

• Have a valid legal basis and inform your members in a clear, accessible way, for example in your server rules or ticket panel. The Data Processing Agreement includes a notice you can adapt.
• Not use tickets, forms or applications to collect sensitive data, passwords, payment card data or any data you are not allowed to collect, and turn on only the features you need (transcripts, attachments copies, the AI assistant, translation, learning, integrations).
• Assess and meet any additional obligations if your server is aimed at minors.
• Answer your members' requests, and ask us to delete data where needed (see the Data Processing Agreement).
• Comply with the laws that apply to you, Discord's Terms of Service and Community Guidelines, and the terms of any service you connect (for example your own AI provider or API).

4. Custom bots

You may connect your own Discord application so the bot works under your name and avatar. In that case you are the owner of that application before Discord: you are responsible for it complying with Discord's Developer Terms of Service and Developer Policy, for enabling the privileged intents it needs and for any review Discord asks of it. You give us its token only so the Service can run it on your behalf; we keep it encrypted and use it for nothing else. You can disconnect it at any time from the dashboard, and you should reset the token in Discord's developer portal if you stop using the Service.

5. The AI assistant

The AI assistant, translation and related features are optional. When you turn them on you instruct us to send ticket content to the language model of the platform's connection or to the provider you configure yourself, as described in the Privacy Policy. If you connect your own provider, you must have your own agreement with it and are responsible for its use.

The assistant generates text automatically and can be wrong. You are responsible for its configuration (instructions, knowledge base, actions it may request) and for reviewing what matters: refunds, sanctions, account changes and similar decisions must remain with your staff. Tell your members that they may be answered by an AI and that they can ask for a person.

Usage of the platform's AI connection may be limited per workspace and month. Where we offer extra AI tokens for purchase, the price, currency and conditions are shown before you pay; bought tokens are credited to the workspace, are not transferable or refundable once used, and do not expire while the Service operates. Your rights under Chile's consumer protection law (Law 19.496) and any other mandatory consumer law that applies to you are not affected; to request a refund of unused tokens write to [email protected].

6. Acceptable use

You must not:

• Use the Service for unlawful purposes, spam, or to harass, threaten, discriminate against or track people.
• Use it in breach of Discord's Terms of Service or Community Guidelines, or to process data of people outside your servers without their knowledge.
• Try to access workspaces, tickets, transcripts or accounts that are not yours, or bypass permissions, limits or security measures.
• Overload the Service, use the API beyond its rate limits, or probe, scan or attack it, except in coordinated security research agreed with us in writing.
• Use the AI assistant to generate unlawful content or to make decisions with legal effects on people without human review.
• Copy, resell or offer the Service to third parties as your own, or reverse engineer it beyond what the law allows.

If you find a security vulnerability, report it to [email protected] and give us reasonable time to fix it before disclosing it.

7. Third-party services

The Service depends on third-party services such as Discord and Cloudflare and, depending on configuration, AI model providers. Their own terms apply to your use of them, and we are not responsible for their availability or changes.

Exylia Tickets is not affiliated with, endorsed by or sponsored by Discord Inc.

8. Your data and our rights

You keep all rights over the content of your workspace and your community's messages. You grant us only the permission needed to host, process and display it in order to provide the Service to you, in accordance with the Data Processing Agreement. We do not use your content to train AI models.

The Service, its software, design and brand belong to us or our licensors. These terms do not transfer any of those rights to you, apart from the right to use the Service while they are in force.

9. Price and changes to the Service

The Service is currently offered free of charge, with optional paid extras such as AI tokens (section 5). If we introduce paid plans, we will tell you in advance and they will have their own conditions, which you will need to accept before any charge.

We may add, change or remove features, and set reasonable usage limits (for example open tickets, workspaces per account or AI usage). If we plan to shut the Service down entirely, we will announce it at least 30 days in advance so you can keep what you need.

10. Suspension and termination

You can stop using the Service at any time by removing the bot from your server. Removing the bot stops all new processing but does not delete what was stored: to delete your workspace and its data, or your account, write to [email protected] from the Discord account that owns it, and we will do so within 30 days.

We may suspend or close a workspace or an account that breaches these terms, Discord's terms or the law, creates a risk for the Service or other users, or has been inactive for a long time. Where reasonable we will warn you first and give you a chance to fix the problem. A suspended workspace's bot ignores its server and its dashboard becomes read-only.

When a workspace is deleted, its data is deleted as described in the Privacy Policy.

11. No warranty

We work to keep the Service available, but we provide it "as is" and "as available". To the extent the law allows, we do not guarantee that it will be uninterrupted or error-free, that Discord will deliver every message or event, or that AI-generated answers, translations, summaries or reports will be accurate. They support your staff's work but do not replace it.

12. Limitation of liability

To the extent the law allows, we are not liable for indirect or consequential damages, loss of profits, revenue, data or reputation, or for damages caused by third-party services, by AI-generated content you chose to rely on or by your own configuration. Our total liability for any claim related to the Service is limited to the amount you paid us in the 12 months before the claim or, if you paid nothing, to 100 US dollars.

Nothing in these terms limits liability that cannot be limited by law, such as for intent or gross negligence, nor the rights that consumer protection law grants you.

You will hold us harmless from claims by third parties, including your members or authorities, arising from data you collected unlawfully, from your bot or AI configuration, or from your breach of these terms.

13. Changes, law and contact

We may update these terms. We will show the date of the latest version at the top and announce material changes in the dashboard at least 30 days before they apply. If you keep using the Service after that, you accept the new terms; if you do not agree, you can stop using it and ask us to delete your data.

These terms are governed by the laws of the Republic of Chile. Disputes will be submitted to the ordinary courts of Santiago, Chile, without prejudice to the mandatory rights and forum that consumer or data protection law in your country may grant you.

If a clause is held invalid, the rest remain in force. Questions: [email protected].