Terms of Service

Last updated: 8 July 2026

These Terms of Service ("Terms") govern your access to and use of the Strand Support platform and related websites, applications and services (together, the "Service"). By accessing or using the Service you agree to these Terms. If you do not agree, do not use the Service.

1. Who we are

The Service is operated by Strand Support.

Registered address: Strand Support, Room 73, The Mansion House Wrest Park, Silsoe, Bedford.

Questions about these Terms: use the same contact details or support channels shown on our website or that your organisation uses to reach us.

2. The Service

Strand Support provides software and hosting that studios and organisations use to run customer support, ticketing and related workflows. Features may include staff panels, public support portals, ticket categories, knowledge bases, team invitations, Discord integrations, commerce purchase lookup (for example Tebex, PayNow, Gumroad, Stripe, BuiltByBit and Polymart), AI-assisted replies and summaries, message translation, analytics, billing tools for platform access, and browser notifications.

We may change, suspend or discontinue parts of the Service from time to time where we have a fair reason to do so (for example security, legal compliance or product improvement).

3. Who these Terms apply to

Platform customers. If you create or manage an account on behalf of a business or organisation that uses Strand Support, these Terms apply to that use.

End users of a studio. If you contact support or use a portal that a studio runs on Strand Support, that studio's own terms and privacy information may also apply to your relationship with them. Our Privacy Policy explains how we handle personal data when we operate the platform.

4. Accounts, invitations and security

You must provide accurate registration information and keep login credentials confidential. You are responsible for activity under your account except where we have failed to provide reasonable security of our systems. Notify us promptly if you suspect unauthorised access.

You must be legally able to enter a binding agreement in your jurisdiction. If you use the Service on behalf of an organisation, you confirm that you have authority to bind that organisation.

If you invite colleagues to your organisation, you confirm that you are allowed to add them and that they may lawfully use the Service. Invited users must comply with these Terms when they access the panel.

5. Acceptable use

You agree not to:

• Use the Service in violation of law or third-party rights.

• Probe, scan or test the vulnerability of the Service, or bypass security or access controls, except as part of an approved coordinated disclosure programme we agree to in writing.

• Upload or transmit malware, spam, or material that is unlawful, defamatory, invasive of privacy, or infringes intellectual property.

• Overload or disrupt the Service or other users (for example denial-of-service style behaviour).

• Misrepresent your identity or affiliation, or scrape or harvest data from the Service in bulk without permission.

• Use AI features in a way that exceeds the monthly fair-use limits for your plan, or attempt to circumvent those limits.

• Connect third-party commerce or messaging credentials you are not authorised to use, or use purchase lookup to access data you are not permitted to see.

AI suggestions and translations are assistive tools. You are responsible for reviewing content before it is sent to customers or published on your behalf.

We may investigate suspected abuse and may suspend or terminate access where we reasonably believe these rules are broken.

6. Plans, trials, fees and payment processing

Free plan. We may offer a permanent Free plan with limited features. Free plan entitlements, caps and availability may change over time. We will make reasonable efforts to give notice of changes that materially reduce Free plan features.

Paid plans and trials. Some plans or features are offered for a fee. Prices, billing cycles and taxes are shown at checkout or in your account where applicable.

We may offer a one-time paid-feature trial (for example fourteen (14) days of full-feature access) without requiring a payment card. Unless you subscribe before the trial ends, your account moves to the Free plan or another plan shown in the product at that time. Starting a trial does not create a recurring subscription by itself.

Payments for Strand Support subscriptions and related platform charges may be processed by Paddle, which acts as the merchant of record for those transactions. By placing an order you also agree to Paddle's checkout terms and privacy policy as presented during payment. Strand Support remains responsible for delivering the Service you subscribe to.

Refunds for platform subscription fees are described in our separate Refund Policy.

Some features, including AI and message translation, are subject to monthly fair-use limits that depend on your plan. Limits are shown in your account and may change when you change plans.

If payment fails or an invoice is overdue we may suspend paid features after reasonable notice where contractually allowed.

7. Studio integrations and third-party services

Studios may connect third-party services (for example Discord, commerce providers, GitHub, or email). You are responsible for obtaining any rights and consents needed to use those services with Strand Support, for the accuracy of credentials you store, and for complying with those providers' terms.

When a studio enables commerce lookup, Strand Support may call the provider's API using credentials the studio supplies to verify purchases shown in tickets. We do not control those providers and are not responsible for their availability, accuracy or policies.

8. Intellectual property

We and our licensors own the Service, including software, branding, documentation and underlying content we provide. Subject to these Terms we grant you a non-exclusive, non-transferable right to use the Service for your internal business purposes during your subscription or trial.

You retain rights to content you submit. You grant us a licence to host, process and display that content only as needed to provide and improve the Service, enforce security and comply with law.

9. Confidentiality and data

Our Privacy Policy describes how we process personal data. Technical and organisational measures we describe there or in product documentation are part of how we protect customer data.

Where you use the Service to process personal data about your own customers, you are normally the data controller for that relationship and Strand Support acts as a processor on your instructions, as described in the Privacy Policy.

10. Disclaimers

The Service is provided on an "as is" and "as available" basis. To the fullest extent permitted by law we disclaim implied warranties such as merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the Service will be uninterrupted or error-free.

Nothing in these Terms limits liability that cannot be limited under applicable law, including death or personal injury caused by negligence or fraud.

11. Limitation of liability

Subject to section 10, our total liability arising out of or relating to the Service in any twelve-month period is limited to the fees you paid to Strand Support for the Service in that period (or, if none, one hundred British pounds sterling). We are not liable for indirect or consequential loss, including loss of profits, revenue, goodwill or data, except where such exclusion is not allowed by law.

12. Indemnity

You will defend and indemnify Strand Support against third-party claims and costs arising from your content, your use of the Service in breach of these Terms, or your violation of law or third-party rights, except to the extent caused by our breach or negligence.

13. Suspension and termination

You may stop using the Service at any time. We may suspend or terminate access if you materially breach these Terms, if we must do so for legal or security reasons, or if we wind down the Service with reasonable advance notice.

Sections that by nature should survive (including intellectual property, disclaimers, limitation of liability, indemnity and governing law) survive termination.

14. Changes to these Terms

We may update these Terms by posting a new version on this page and updating the "Last updated" date. If a change is material we will make reasonable efforts to notify you (for example by email or an in-product notice). Continued use after the effective date constitutes acceptance of the updated Terms where permitted by law. We may also ask you to confirm acceptance in the product before you continue using the panel.

15. Governing law

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that nothing prevents us from seeking injunctive relief or enforcing judgments elsewhere where appropriate.

16. Miscellaneous

If a provision is found unenforceable the remaining provisions stay in effect. Failure to enforce a provision is not a waiver. You may not assign these Terms without our consent; we may assign them in connection with a merger, acquisition or sale of assets.

These Terms are the entire agreement between you and Strand Support regarding the Service and supersede prior oral or written understandings on that subject.