Terms and Conditions of Service

When we say “you” or “your” in this policy, we’re talking to you—whether you’re here for yourself or for a company. And anytime you see “Nexleon,” “we,” “us,” or “our,” that’s us, the Nexleon Helpdesk. This agreements or terms and conditions document lays out the rules for using every part of Nexleon’s apps, features, and services for Helpdesk. By creating an account, starting a subscription, or simply signing in and using anything we provide, you’re agreeing to these terms. If any of this doesn’t sound right to you, wait to use the platform. Consult a legal professional, or just contact us, as our team is always eager to help you. Over at Glen Waverley, right in Victoria, Australia, is situated the main office of Nexleon Helpdesk. From there, we create and offer support to Nexleon Helpdesk, a cloud software that helps businesses give better customer service. Built on experience, our team stays quick to reply. And we look forward keenly to hearing your thoughts on matters—maybe it is a comment, a question, or something bothering you.

1. Who does this terms and conditions policy cover?

That is, everyone who uses Nexleon Helpdesk. That means
  • People signing up to do it themselves.
  • Companies: business owners setting up an account for the company.
  • Users added to an account (agents, admins, and team members)
When you set up an account for a group, such as a team or business, you are representing that you have the authority to enter into this agreement on behalf of each individual in that group. The group should abide by everything prescribed henceforth.

2. Who can sign up?

When you sign up with us, you are confirming that you are at least 18 years old and can legally sign a contract. Not sure if that works for you? Check with a lawyer or look up the laws in your area.

3. Nexleon Helpdesk: What Is it

Nexleon Helpdesk is an end-to-end customer support software for the businesses that attend to customers in bulk, or the number can be low as well. The software we’ve built is in the cloud, so you can access it from anywhere with an internet connection—there are no complex installations or server management on your end.

So, here’s a roundup of the key features included in this platform:

  • Ticket Management—Record, monitor, prioritize, and respond to customer support requests from a single unified location
  • Multi-Channel Support—Handle emails, live chat, and web-based contact form queries
  • Workflow Automation—Configure rules and triggers to auto-assign, escalate or respond to tickets based upon defined criteria
  • SLA Management—Set and enforce service level agreements that hold your team accountable to response and resolution goals
  • Reporting and Analytics—Get insight into your support team’s performance by means of detailed dashboards and exportable reports
  • Knowledge Base Tools—Create and deploy a self-service repository to enable customers to find solutions independently
  • Customer Communication Management—Keep a complete history of all interactions with every customer
  • API Integrations—Link Nexleon Helpdesk with all the other tools your business uses that are technically supported.

3.1 Handling Files and Documents:

One of the important tasks that we perform is to add files to your ticket or perform the work of storing your important documents on the platform. We are always looking for methods to make things easier for you, and for this particular objective, we may launch a few new features or refine the ones you already have in Nexleon helpdesk cloud software from time to time.

Moreover, there can be a situation when a particular feature is not working, or it is not worth having on the platform, or it has no use. In that scenario, we may delete such features altogether. We can make changes to the platform as often as we require. However, it is difficult for us to make everyone informed about the small changes every single time. Nevertheless, in case we are bringing a big change, we are committed to making you aware of it.

4. Creating and Maintaining Your Account

4.1 Getting Started

In order to use Nexleon Helpdesk, you will have to register an account. When you register, you are asked for some information—your name, business name, contact, and payment information. You should check that everything you offer is correct and up to date. Accounts that were made with false or misleading information may be suspended or closed for good without warning.

4.2 Keeping Your Account Secure

Your login details—your email and password—are yours to protect. Keep them safe and remember never to share your identity or let anyone else use your account, and try not to reuse passwords on different sites, as it may open gateways to hackers and malware.

However, even with best practices, if you notice anything suspicious or think someone else got into your account, let us know right away at [email protected]. The sooner you reach out, the faster we can help you get things back to normal.

4.3 Responsibility for Account Activity

Your account is your responsibility. This covers activity by the team members, agents, or external parties you’ve invited to operate within the platform. You are responsible if somebody in your organization uses Nexleon Helpdesk in breach of this agreement.

This is something especially crucial for businesses. If you’re running a team of support agents, ensure that they understand what is expected under these terms.

5. Monthly Subscription Plans and Payments

5.1 How the Subscription Works

Nexleon Helpdesk is a monthly subscription-based service. Each plan allows your team to access the platform within a rolling 30-day billing cycle. After you sign up and activate your subscription, you will be billed on a recurring monthly basis until cancelled.

With the aim of empowering large and small businesses alike, our multiple plan tiers are available, tailored towards various needs of businesses. Details of features, user limits, and pricing are available on our website. We recommend reading through the plan details before subscribing to ensure you’re selecting the right fit.

5.2 Billing and Payment

You are also charged a monthly subscription fee in advance at the beginning of each billing cycle. Payment is collected automatically, using the payment method you are asked to enter when signing up. In terms of payment methods, we accept all major credit and debit cards via our secure payment processor.

This means you must provide true payment method information and have sufficient funds in your account to cover the monthly fee. If a payment doesn’t go through, we’ll try to reach you and retake the charge. Access to our platform will be suspended if a member continues to fail to pay bank fees.

5.3 Taxes and Fees

Your subscription fee may be raised by taxes (such as GST in Australia) or other current levies, depending on your country. This will be clearly displayed when checking out and on your invoices. Nexleon has no responsibility for currency conversion fees by your bank or payment provider.

5.4 What Happens If You Fail to Pay

If, on your renewal date, we cannot collect payment and the issue is not resolved in due time:

  • Access could be paused on the platform for a while
  • Your information gets wiped clean – yet stays out of reach until that unpaid amount is covered
  • When payments stall, actions could follow—maybe passing things to a debt recovery service that handles unpaid bills. Reach out if something feels off with the invoice.
  • In cases where a user does not settle his or her balance, they could find themselves temporarily locked out of the platform; however, your data will not be wiped until you pay up.
  • A final notice invoice may include the statement that if this final invoice is not paid, steps will be taken to collect what is owed; for example, referring the case to a debt recovery organization.

Please use support if there is an issue with your payment; we would much prefer to help you resolve it than lose you as a customer. We are happy to work with you.

5.5 Refund Policy

Monthly subscription fees are non-refundable. As we bill in advance per 30-day period, no refunds for unused days will be given if you decide to cancel your subscription mid-cycle. Your access will remain active until the end of your current paid period, when it will not be renewed.
In rare instances—for example, if a serious technical malfunction on our part kept you from using the platform for an extensive period of time—we may, at our sole discretion, consider issuing a partial credit or refund. Such consideration can only be requested in writing.

6. Cancellations and Account Closure

You may cancel your Nexleon Helpdesk subscription at any time. To do so, go to your account settings and complete the cancellation process, or reach out to us via [email protected], and we’ll handle it for you.

Cancellation must be completed before your renewal date in order not to be charged for the next billing cycle. If it processes after the renewal date, then you’ll keep access for that paid period and won’t be given back any of what you just paid for that month.

After your cancellation, we will retain the data of your account for a reasonable period before permanent deletion. You may also want to export your data prior to closing your account; do that before cancelling. If you approach us, then we can assist you with this.

7. Free Trials

Sometimes, we offer free trials for new customers. You get full access to the platform’s features during this period, no charge. Here’s the deal:
  • The trial only lasts for a set amount of time, and we’ll spell out any details when you sign up.
  • Everything’s offered “as-is.” No promises, no guarantees.
  • Once your trial wraps up, if you don’t upgrade to a paid subscription, we’ll remove any data you created or uploaded during the trial.
  • If you do decide to upgrade, good news—your trial data and settings come with you.
We set up trials to help you genuinely evaluate the platform. If we see someone taking advantage, we might cut off or restrict trial access, no questions asked.

8. Beta Features

Now about beta features. Every so often, we roll out something new for testing. You’ll be able to experience these beta features—however you must know that:
  • They’re still in testing, so expect the occasional bug or hiccup.
  • We might tweak or even remove them without warning.
  • Like the trial, beta features come without any guarantees.
If you try out a beta feature and something does not work or causes an issue, tell us. We really appreciate your feedback—it helps us improve.

9. Proper Use of the Platform

Nexleon Helpdesk is made to help businesses run their support operations smoothly. It should never be used for illegal, harmful, or dishonest reasons. By signing up, you agree to follow these rules and use the platform responsibly.

9.1 Prohibited Activities

You are not allowed to do the following:
  • Using the platform to do or help with illegal things.
  • Putting malware, viruses, ransomware, or other harmful code online, sharing it, or saving it
  • Breaking Nexleon’s, our partners’, or any third party’s intellectual property rights.
  • Trying to get into our systems, infrastructure, or other customer accounts without permission.
  • Reverse engineering, decompiling, or trying to get the source code of the platform.
  • Selling, sublicensing, or giving away access to a platform without written permission.
  • Sending spam, phishing emails, or other unwanted messages.
  • Keeping or sending out content that is defamatory, obscene, discriminatory, or otherwise illegal.

9.2 Consequences of Misuse

If we determine that your account violates these terms, we may suspend or permanently terminate access, with or without prior notice depending on severity. No refunds will be issued in cases involving misuse.

10. Your Data

10.1 Ownership of Your Data

To be clear, everything you upload to Nexleon Helpdesk, like customer information, ticket records, attachments, and internal notes, is still yours. We don’t say we own it, and we never will.

10.2 How We Use Your Data

When you use the platform, you give Nexleon a limited, non-exclusive license to host, process, store, back up, and send your data only for the purpose of providing the services you signed up for. We don’t sell your information. We don’t use your information to train machine learning models. We don’t give your information to advertisers.

10.3 Exporting Your Data

You can export your data at any time within the platform. We want you to take your information with you if you decide to leave Nexleon Helpdesk. Your data will be kept for a reasonable amount of time after your account is closed before it is permanently and safely deleted from our systems.

11. Privacy and Data Protection

11.1 Our Commitment

Nexleon takes personal data protection seriously. We comply with the Australian Privacy Act 1988, the GDPR for customers in the EU and UK where applicable, and other relevant international privacy regulations.

11.2 GDPR Roles

For customers subject to GDPR:
  • You act as the Data Controller—you decide why and how personal data is processed in your workflows
  • Nexleon acts as the Data Processor—we handle data on your behalf and according to your instructions to provide the service
This distinction ensures you remain in control of your customers’ and employees’ personal data while we process it responsibly for you.

11.3 Core Data Protection Principles

No matter where you’re located, we process personal data according to these principles:
  • Lawfulness, fairness, and transparency—data is processed for legitimate, clearly defined purposes.
  • Purpose limitation—data collected for one reason is not reused for another without justification.
  • Data minimization—we only collect and retain what is necessary.
  • Accuracy—we take reasonable steps to keep data accurate and updated.
  • Storage limitation—data isn’t kept longer than required.
  • Integrity and confidentiality—data is protected against unauthorized access, loss, or damage.

11.4 Rights of Individuals (Where GDPR Applies)

Individuals whose data is stored on our platform may have the right to:
  • Access their personal data.
  • Correct inaccurate information.
  • Request deletion of their data (subject to conditions).
  • Restrict certain processing activities.
  • Request data portability.
  • Object to certain types of processing.
Requests related to these rights can be sent to [email protected]. We’ll work with you to respond within the timeframes required by law.

12. Security Measures

Nexleon Helpdesk has built-in security. Some of the things we do to protect you are:
  • SSL/TLS encryption for data that is moving between your browser and our servers
  • Encryption that is standard in the industry for data that is stored at rest
  • Access controls based on roles within the platform
  • 24/7 monitoring of your infrastructure for suspicious activity
  • Periodic checks and testing of internal security
Just because lots of money goes into protection doesn’t mean everything stays secure. Still, doing your part helps—use two-step login, think hard about password strength, and let us know fast whenever something feels off or suspicious.

12.1 Data Breach Notification

We always strive to prevent data breaches, but they may happen, rarely. However, we will promptly notify you if someone is able to access your personal information on our platform without your consent. We’ll go into detail about what transpired, what data was made public, and the actions we’re taking to address it. We can assist you in reporting the breach to the authorities if necessary.

13. Keeping Things Private (Confidentiality) 

As we establish this business relationship, you and Nexleon may exchange certain private information. Each party agrees to:
  • Maintain complete confidentiality of the other party’s private and proprietary information.
  • No confirmation shall be given without prior written consent to share information with anyone else. 
  • Use the private information solely for this agreement. We consider our internal systems, pricing, and the way we run our business as highly sensitive information at Nexleon.
When you ask us to support you or want something tailored to you, in many cases we are sharing with each other our own customer data, plans, and everyday processes.

14. Intellectual Property and License Rights

No one wants to lose a deal over someone saying you violated their trust. We offer you the Nexleon Helpdesk platform, and all its intellectual property doesn’t go anywhere—every piece of software, every design, logo, icon, written guide, or technical doc that we create belongs to us. We keep every right. Your subscription grants you a limited, non-exclusive, non-transferable license. In other words, you’re allowed to use the platform for your own business except for the features that are available with it and which come with a subscription, and this doesn’t transfer any ownership or IP rights to you, as they stay with Nexleon. You may not:
  • Copy, reproduce, or duplicate any part of the platform or its documentation.
  • You can’t use our logos or branding without written permission from us, and/or if you are modifying or making a derivative based upon our design or software, you must inform us.
  • If you share our platform or give access to any third party—other than expressly authorized—to the platform, you are required to let us know.
If you think someone’s copying Nexleon—our features, design, code, or anything else—we want to hear from you.

15. Disclaimer of Warranties

Nexleon Helpdesk comes “as is”, “as” available. We do our best to keep things running smoothly, but we don’t promise the service will always be online, flawless, or bug-free. By law, we’re allowed to say, “No guarantees, no implied warranties—what you see is what you get.” So, we’re not promising:
  • The platform never goes down.
  • Every feature will meet all your business needs.
  • The service is totally free of bugs or security issues.
If you’re covered by consumer protection laws (like the Australian Consumer Law), nothing here takes away those rights.

16. Limitation of Liability

By law, our total liability to you, for anything related to this agreement, can’t be more than what you’ve paid us over the last three months before the problem happened.

We’re not liable for indirect or special damages—no coverage for lost profits, lost data, missed business, or anything like that—even if you told us those losses could happen.

If consumer protection laws say otherwise for you, those laws remain applicable.

17. Governing Law and Disputes

This agreement follows the laws of Victoria, Australia. If any disputes pop up, we both agree the courts in Victoria are where cases get debated and sorted.

But before you file any lawsuit, please email us at [email protected]. Most issues get resolved just by talking, and we’re committed to working things out fairly.

18. Changes to These Terms

We update our Terms and Conditions occasionally. When we do, we’ll change the ‘Last Updated’ date at the top. If something big changes, we’ll let you know by email or through the app.

Any updates take effect as soon as they’re posted on the Nexleon Helpdesk. If you keep using the platform after a change, that means you accept the new terms. If you disagree with an update, your only option is to cancel your subscription before the changes kick in.

19.General Provisions

19.1 Entire Agreement

These Terms, plus our Privacy Policy and anything else tied to your subscription, make up the entire agreement between you and Nexleon. They replace any previous agreements or understandings about the platform.

19.2 Severability

If any part of these Terms doesn’t hold up legally, we’ll tweak it just enough to make it work, or remove it if we can’t, and the rest of the agreement, including all the terms and conditions, stays in place.

19.3 No Waiver

Our failure to assert a right under this agreement at any time is not a waiver of our right to do so in the future. They must be effective in writing.

19.4 Assignment

You will not assign or transfer any of your rights or obligations under this agreement to any third party without our written consent; Nexleon may assign this agreement upon merger, acquisition, or sale of substantially all our assets.

19.5 Force Majeure

In no event will either party be liable for delay or nonperformance caused by factors out of reasonable control, including, without limitation, acts of God, power failures, attacks against the cyber domain, pandemics, or government actions.

Get in Touch

Feel free to contact us for any questions about these terms, your subscription, your data, or anything related to the Nexleon Helpdesk. We are a real team of humans here to assist you.
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