Terms of Service

These terms cover your use of Haunty, the help desk run by Galahad Creative Ltd. By creating an account or using Haunty, you agree to them, so please read them carefully.

About us and these terms

Haunty is provided by Galahad Creative Ltd, a company registered in England and Wales under company number 12871929, with its registered office at International House, 101 King’s Cross Road, London, WC1X 9LP. In these terms, “we”, “us” and “our” mean Galahad Creative Ltd.

“You” means the organisation that uses Haunty, and “your team” means the people you give access to it. If you accept these terms on behalf of an organisation, you confirm that you have the authority to do so.

Haunty is for business use only. By using it, you confirm that you are not using it as a consumer.

The service

Haunty gives each of your projects a support area with support tickets, bug reports, a knowledge base and email replies. People who contact you through Haunty (“your customers”) do not need an account.

Your customers do not agree to these terms with us. Your relationship with them, including any terms or privacy notice you give them, is between you and them, and you are responsible for how they use your support areas.

We may improve, change or remove features over time. If a change significantly reduces what you are paying for, we will tell you in advance and you may cancel.

Accounts and access

You must be 18 or over to create an account. We will close any account we find belongs to someone younger.

You must give accurate information when you create an account and keep it up to date.

You are responsible for keeping sign-in details secure and for everything done through your organisation’s accounts. Tell us straight away if you think an account has been compromised. We recommend turning on two-factor authentication.

You decide who joins your organisation and what they can access, and you are responsible for your team’s use of Haunty.

Fees and payment

Fees are as shown on our pricing page when you subscribe. You pay for each seat on each project. Payments are processed by Stripe.

Fees are charged in advance for each billing period and do not include VAT or other taxes, which we add where required.

Unless the law requires otherwise, fees already paid are non-refundable, including for seats removed part-way through a billing period.

We may change our prices by giving you at least 30 days’ notice. The new price applies from your first billing period after the notice ends.

If a payment fails, we will let you know. If it is still unpaid 14 days later, we may suspend your account until it is paid.

Acceptable use

You must not use Haunty, or let anyone else use it, to:

• break any law or infringe anyone’s rights
• send spam, unsolicited marketing or phishing emails
• store or spread malware or other harmful code
• harass, threaten or abuse anyone
• access accounts, projects or data that are not yours
• probe, scan, overload or interfere with Haunty or its infrastructure
• copy, resell or reverse engineer Haunty, except where the law allows it

You must not use Haunty for, or to support a product, service or community that involves:

• pornography, sexually explicit or other not-safe-for-work material, or adult services
• any content that sexualises or exploits children
• illegal drugs or other controlled substances, including their sale, supply, use or paraphernalia
• the sale of weapons, ammunition or explosives
• hate speech, or content that promotes discrimination, violence or terrorism
• graphic violence, or content that encourages self-harm or suicide
• scams, fraud or other deceptive schemes
• anything else we reasonably consider offensive, inappropriate or harmful

Generally speaking, do not use Haunty for anything that isn’t appropriate for a general audience.

This covers everything your organisation publishes or writes in Haunty, such as knowledge-base articles, replies and public bug reports.

You are responsible for moderating what your customers submit through your projects. Receiving something that breaks this section does not by itself mean you have broken these terms, but you must remove it as soon as you become aware of it, and must not share it further. Where the law requires it, or where someone may be at risk of harm, you should also report it to the appropriate authorities.

We do not review or monitor your data, and we have no obligation to. We may look at it only where we need to, for example to give you support you ask for, to investigate a report or a suspected breach of these terms, or because the law requires it.

Anyone can report content in Haunty that they believe is illegal or breaks this section by emailing abuse@galahadcreative.com. We will review reports and may pass them to you to deal with.

We decide what breaks this section. We may remove content, restrict access, or suspend or close your account if we reasonably believe it does, without a refund where the breach is serious.

Your data

You keep all rights in the content you, your team and your customers put into Haunty, including tickets, messages, notes and knowledge-base articles (“your data”).

You allow us to host, copy, process and display your data only as needed to provide and support Haunty.

You are responsible for your data, for having the right to collect it, and for telling your customers how you use their information.

You can add a link to your own privacy policy in each project’s settings, and we show it on that project’s support area and ticket forms. You are responsible for what it says.

Sensitive and health information

Haunty is not designed for highly sensitive information. You must not use it to collect or store:

• protected health information under the US Health Insurance Portability and Accountability Act (HIPAA). We do not sign Business Associate Agreements
• payment card numbers, bank details, passwords or government identification numbers

If your customers may share special category data with you, such as information about their health, you are responsible for having a lawful basis and suitable safeguards for it under data protection law.

Data protection

For personal data in your data, you are the controller and we are your processor, as defined in the UK GDPR and, where it applies, the EU GDPR. Our Privacy Policy explains how we handle the personal data we control ourselves, such as your team’s account details.

We process this personal data to provide Haunty for as long as you use it. It concerns your team and your customers, and includes names, email addresses, the content of tickets, messages, notes and form fields, and technical data such as IP addresses.

When we process personal data for you, we will:

• only process it on your documented instructions, which are these terms and your use of Haunty, unless the law requires otherwise. In that case, we will tell you about that legal requirement before we process it, unless the law prevents us from doing so
• tell you immediately if we believe an instruction from you breaks the UK GDPR, the EU GDPR or other data protection law
• make sure everyone who can access it is bound by confidentiality
• protect it with appropriate technical and organisational security measures
• only use the sub-processors you authorise under “Sub-processors”
• help you respond to people exercising their data protection rights, and with your security, breach notification and impact assessment obligations, taking into account the information available to us
• tell you without undue delay after becoming aware of a personal data breach affecting your data
• delete your data when you delete it or when it expires under your retention settings, and, when your access ends, return it to you or delete it, as you choose, as described in “Retention and deletion”
• give you all the information you need to show that we meet these obligations, and allow for and contribute to audits, including inspections, carried out by you or an auditor you appoint
• only transfer it outside the UK or European Economic Area with appropriate safeguards in place

Audits must be on reasonable notice, during normal business hours, no more than once a year, and at your cost, and any auditor you appoint must be bound by confidentiality. These limits do not apply where a personal data breach makes an audit necessary, where a supervisory authority requires one, or where they would stop you exercising your audit and inspection rights under data protection law.

Sub-processors

You give us general authorisation to use sub-processors to provide Haunty. You authorise the sub-processors listed under “Haunty sub-processors” in our Privacy Policy.

For each sub-processor, we will:

• have a written contract in place that imposes the same data protection obligations as these terms, in particular to protect your data with appropriate technical and organisational security measures
• remain fully responsible to you for its compliance with those obligations

We will tell you before we add or replace a sub-processor, so you have the chance to object. If you object on reasonable grounds and we cannot resolve your concern, you may cancel.

Retention and deletion

Each project closes open tickets automatically after a period without activity that you choose, up to 30 days, and has a retention period that you choose, up to 365 days. Closed tickets are deleted automatically once their retention period has passed since they were closed, together with their messages, notes and form answers.

You can delete projects, your organisation and your account at any time from settings. Deleted data is removed from our live systems, and from our backups within [BACKUP RETENTION PERIOD].

You can export your tickets as a CSV file at any time.

When your access ends, you choose whether we return your data to you or delete it. To have it returned, export your tickets yourself, or ask us at contact@galahadcreative.com before your access ends and we will send you a copy of your data in a commonly used, machine-readable format. We then delete your data, including any remaining copies, as described above, unless the law requires us to keep it.

Availability and support

We work hard to keep Haunty running and secure, but we cannot promise it will always be available or free of errors. We may need to pause it for maintenance, upgrades or reasons outside our control.

If you need help, contact us at contact@galahadcreative.com.

Our intellectual property

We own Haunty, including its software, design and branding. These terms let you use it while your subscription is active, but give you no other rights in it.

If you send us feedback or suggestions, we may use them freely without any obligation to you.

Confidentiality

Each of us will keep confidential any non-public information the other shares in connection with Haunty, and only use it to carry out these terms. This does not cover information that is already public, already known to the receiver, developed independently, received lawfully from someone else, or that the law requires to be disclosed.

Cancellation, suspension and termination

You can cancel at any time. Cancelling stops future payments, and your access continues until the end of the billing period you have paid for.

We may suspend or end your access if you seriously or repeatedly break these terms, if you do not pay, or if the law requires it. Where reasonable, we will warn you first and give you a chance to put things right.

We may stop offering Haunty by giving you at least 30 days’ notice, and will refund any fees you have paid for the period after it ends.

When your access ends, we return or delete your data, as you choose, as described in “Retention and deletion”. Terms that by their nature should continue, such as those on unpaid fees, confidentiality and liability, continue after these terms end.

Warranties

We will provide Haunty with reasonable skill and care. Beyond that, and as far as the law allows, Haunty is provided “as is”, and we give no other promises, for example that it will meet your particular needs.

Claims about your data

You will compensate us for any losses, damages, fines, costs and reasonable legal fees we incur because of a claim, complaint or regulatory action by anyone else that arises from:

• your data, including anything your customers send you through Haunty
• anything you or your team publish through Haunty, such as knowledge-base articles, replies and public bug reports
• you, your team or your customers breaking “Acceptable use”
• you not meeting your obligations as a controller under data protection law, such as having a lawful basis for the personal data you collect and telling your customers how you use it

This does not apply to the extent the claim was caused by us breaking these terms.

We will tell you promptly about any such claim, let you control its defence where reasonable, and give you reasonable help with it at your cost. We will not settle it in a way that binds you without your agreement.

Limitation of liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else the law does not allow to be limited.

Subject to that, neither of us is liable for loss of profits, revenue, business, goodwill or data, or for any indirect or consequential loss. This does not limit what you must pay us under “Claims about your data”.

Subject to that, each party’s total liability under or in connection with these terms is limited to the fees you paid us in the 12 months before the event that gave rise to the claim. This limit does not apply to your obligation to pay fees, to your obligations under “Claims about your data”, or to your liability for breaking “Acceptable use”.

Changes to these terms

We may update these terms from time to time. If a change is significant, we will tell you by email or in Haunty at least 30 days before it takes effect. If you keep using Haunty after that, the new terms apply. If you do not agree with them, you may cancel before they take effect.

General

• You may not transfer your rights under these terms without our written consent. We may transfer ours to a company that takes over Haunty, and will tell you if we do.
• Neither of us is responsible for delays or failures caused by events outside our reasonable control.
• If any part of these terms cannot be enforced, the rest stays in effect.
• If either of us does not enforce a right straight away, we can still enforce it later.
• These terms and our Privacy Policy are the entire agreement between us about Haunty.
• Only you and we have the right to enforce these terms.

Governing law

These terms and any dispute arising from them are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

Contact us

Send questions about these terms to contact@galahadcreative.com, or write to Galahad Creative Ltd, International House, 101 King’s Cross Road, London, WC1X 9LP.