VCDesk Terms and Conditions
Last updated: 15 October 2026
1. About these terms
1.1 These terms form a contract between Voltex Computers Limited, a company registered in England and Wales under company number 04038413, with its registered office at The Vicarage, Vicarage Road, Crawley Down, RH10 4JJ ("VCDesk", "we", "us"), and the business that signs up for VCDesk ("Customer", "you").
1.2 Who these terms apply to. These terms apply when you buy VCDesk directly from us. If you got your helpdesk from a reseller partner, your contract is with that partner, not with us. Sections 6 (AI features), 7 (Acceptable use) and 9 (Intellectual property) still apply to every user of the platform.
1.3 Acceptance. You accept these terms when you tick the box at sign-up, click to subscribe, or first use the service, whichever comes first. The person accepting confirms they have authority to bind the Customer.
1.4 Business use only. VCDesk is for businesses, charities and other organisations. It is not for consumers. By accepting, you confirm you are acting for the purposes of your trade, business or profession.
1.5 Our Privacy Policy and Data Processing Agreement form part of these terms.
2. Definitions
| Term | Meaning |
|---|---|
| Agent | A named person you authorise to sign in and work tickets in your Desk |
| Billing Period | Each one-month period of your Subscription, starting on the date you first pay |
| Customer Data | All data, including personal data, that you or your end customers put into the Service |
| Desk | Your helpdesk instance (one tenant), including its subdomain or custom domain |
| End Customer | A person who contacts your Desk, for example by raising a ticket |
| Fees | The charges for your Subscription, seats and add-ons, as shown on our pricing page or your order |
| Service | The VCDesk software-as-a-service platform, mobile apps, documentation and related support |
| Subscription | Your paid right to use the Service for a Desk |
| Users | Agents, administrators and anyone else you allow to use the Service |
3. Accounts, Users and Agent seats
3.1 You must give us accurate account and billing information and keep it up to date.
3.2 Each Agent seat is for one named person. Logins must not be shared. You may reassign a seat to a different person when someone leaves.
3.3 You are responsible for everything your Users do in the Service, and for keeping their sign-in details, passkeys and devices secure. Tell us straight away at support@vcdesk.app if you suspect unauthorised access.
3.4 The Standard plan includes up to 5 Agents. You can add more Agent seats at any time. Extra seats are charged pro rata for the rest of the current Billing Period, then at the full rate. If you remove seats, the change takes effect from the next Billing Period, with no credit for the current one.
3.5 End Customers who only raise and follow tickets do not need a seat.
4. Plans, Fees, billing and cancellation
4.1 Current prices. The Fees on the date of these terms are below. Our pricing page, or your order, shows the price that applies to you.
| Item | Price |
|---|---|
| Standard plan (one Desk, all features, up to 5 Agents) | £29.99 per month |
| Extra Agent seat (above 5) | £5.99 per Agent per month |
| AI add-on (shared key, up to 60 AI-active tickets per Billing Period) | £9.99 per month |
| Bring your own AI key | No VCDesk charge (your AI provider bills you) |
| Enterprise options (SSO/SAML/SCIM, dedicated infrastructure, custom DPA) | Quoted individually |
4.2 VAT. All Fees include VAT at the current UK standard rate. If the VAT rate changes, we may adjust the Fees to reflect the change.
4.3 Payment. Subscriptions are billed monthly in advance through Stripe, by card or another method we accept. You authorise us to take each payment automatically on the first day of each Billing Period.
4.4 Failed payments. If a payment fails, we will retry it and email you. If it is still unpaid 14 days after the due date, we may suspend your Desk until you pay. We may charge statutory interest under the Late Payment of Commercial Debts (Interest) Act 1998.
4.5 Rolling monthly term. Your Subscription renews automatically each month until you cancel. There is no minimum term.
4.6 Cancelling. You can cancel at any time from your account settings. Cancellation takes effect at the end of the Billing Period you have already paid for. You keep full access until then.
4.7 No refunds. Fees are non-refundable. This includes partly used Billing Periods, unused seats and unused AI ticket allowance. This does not affect any right you have under clause 13.5 or where the law does not allow refunds to be excluded.
4.8 Trials and promotions. We do not offer a free trial as standard. We may offer free trials, discounts or promotional codes from time to time, on the terms shown with the offer. Unless the offer says otherwise, a trial converts to a paid Subscription when it ends unless you cancel before then. We may end or change an offer at any time before you accept it.
4.9 AI allowance. When your allowance is used up, AI features pause until your next Billing Period. Your helpdesk keeps working as normal. You can buy an extra AI add-on at any time, at the price on our pricing page, to raise your allowance straight away. Unused allowance does not roll over.
4.10 Price changes. We may change our Fees by giving you at least 30 days' notice by email. The new price applies from your next Billing Period after the notice ends. If you do not agree, you can cancel before then.
5. Customer Data and data protection
5.1 You own your Customer Data. You give us a licence to host, copy, process and display it only as needed to provide, secure and support the Service, and as the law requires.
5.2 For personal data in Customer Data, you are the controller and we are your processor. Our Data Processing Agreement applies and forms part of these terms.
5.3 You are responsible for having a lawful basis, and for giving End Customers any privacy information they need, for the personal data you put into the Service.
5.4 We may use anonymised and aggregated data about how the Service is used, which does not identify you or any person, to run and improve the Service.
5.5 Backups are not your archive. We back up the Service for disaster recovery. You are responsible for exporting any data you need to keep. Our liability for lost data is limited to making reasonable efforts to restore it from our latest backup.
5.6 Export and deletion. You can export your Customer Data at any time while your Subscription is active, and for 30 days after it ends. After that, we will delete it in line with the Data Processing Agreement.
6. AI features
6.1 AI features are optional and are off until an administrator turns them on.
6.2 Shared-key AI add-on. When this is on, we send the relevant ticket content to our AI sub-processor (currently Anthropic) to produce suggestions, summaries or classifications. This is covered by our Data Processing Agreement.
6.3 Bring your own key. If you connect your own AI provider account, you send data to that provider under your own contract with it. You are responsible for that contract, its costs and its data protection terms. We are not responsible for the provider's acts or omissions.
6.4 Check before you rely on it. AI output can be wrong, incomplete or inappropriate. You are responsible for reviewing AI output before you send it to anyone or act on it. We do not warrant that AI output is accurate or fit for any purpose.
6.5 You must not use AI features in breach of clause 7, or of the AI provider's usage policies that we make available to you.
7. Acceptable use
7.1 You must not, and must make sure your Users do not:
- break any law, or infringe anyone's rights, including intellectual property and privacy rights;
- send spam or unsolicited marketing through the Service, or breach PECR;
- upload malware, or try to gain unauthorised access to the Service, other tenants' data or our systems;
- probe, scan or test the Service for vulnerabilities without our written permission;
- overload the Service, for example with automated requests beyond documented API limits;
- copy, resell, sublicense or frame the Service, except as a reseller partner under a signed reseller agreement;
- reverse engineer the Service, except where the law allows it;
- use the Service to build a competing product;
- store payment card numbers in tickets or fields, or put special category or criminal offence data into the Service without a lawful basis and suitable safeguards;
- send any content that is unlawful, defamatory, harassing, obscene or discriminatory.
7.2 We may remove content or suspend access that we reasonably believe breaches this clause. Where we can, we will tell you first and give you a chance to fix it.
7.3 You will compensate us for reasonable losses, costs and claims from third parties that arise from Customer Data or from your breach of this clause.
8. Availability, support and changes
8.1 We will use reasonable skill and care to keep the Service available 24 hours a day, 7 days a week. We do not guarantee it will be uninterrupted or error-free.
8.2 Maintenance. We may carry out planned maintenance. Where we can, we will do it outside UK business hours and give at least 24 hours' notice of planned downtime. We may do urgent maintenance without notice.
8.3 Support. We provide email and in-app support during UK business hours (9am to 5pm, Monday to Friday, excluding bank holidays). We aim to respond within one business day.
8.4 Changes to the Service. We improve the Service all the time and may add, change or remove features. If we remove a feature that you pay for, or make a change that materially reduces the Service, we will give you at least 30 days' notice. You can then cancel with effect from the end of the notice period.
8.5 Changes to these terms. We may update these terms. We will give at least 30 days' notice of changes that materially affect you. The changes apply from your next Billing Period after the notice ends. If you do not agree, you can cancel before then. We may make changes required by law, or to address security, with shorter notice.
8.6 Third-party services. The Service relies on third parties such as hosting, email delivery and payment providers. We choose them carefully but are not responsible for their failures beyond our reasonable control.
9. Intellectual property
9.1 We, or our licensors, own all intellectual property rights in the Service, including the software, design, documentation and the VCDesk name and logo. These terms do not transfer any of those rights to you.
9.2 We give you a non-exclusive, non-transferable licence to use the Service, for your internal business purposes, during your Subscription.
9.3 You own your Customer Data, and the logos and branding you upload to your Desk. You give us a licence to use them only to provide the Service to you.
9.4 If you send us ideas or feedback, we may use them freely without paying you or crediting you.
10. Confidentiality
10.1 Each party will keep the other's confidential information secret. It will use that information only to perform or receive the Service, and disclose it only to staff, contractors and advisers who need to know it and are bound by similar duties.
10.2 This does not apply to information that is public through no fault of the receiving party, was already lawfully known to it, is independently developed, or must be disclosed by law or a regulator. Where the law allows, the receiving party must give notice before such a disclosure.
10.3 These duties continue for 5 years after the contract ends. For Customer Data, they continue for as long as we hold it.
11. Warranties and disclaimers
11.1 We warrant that we will provide the Service with reasonable skill and care, and that it will perform materially as described in our documentation.
11.2 If the Service does not meet the warranty in 11.1, tell us. We will use reasonable efforts to fix it. That is your only remedy for breach of that warranty.
11.3 You warrant that you have the rights and permissions needed for the Customer Data you put into the Service, and that your use of the Service complies with the law.
11.4 Except as stated in these terms, the Service is provided "as is". We exclude all other warranties, conditions and terms implied by statute or common law, as far as the law allows. This includes implied terms about satisfactory quality and fitness for purpose.
12. Limitation of liability
12.1 What we do not limit. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law.
12.2 Losses we are not liable for. Subject to 12.1, neither party is liable to the other, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for any:
- loss of profits, revenue, sales or business;
- loss of anticipated savings;
- loss of goodwill or reputation;
- loss or corruption of data, except our duty under clause 5.5 to restore it from backup;
- indirect or consequential loss.
12.3 Our total liability. Subject to 12.1, our total liability to you for all claims arising out of or in connection with these terms in any 12-month period is limited to the total Fees you paid or were due to pay us in the 12 months before the event giving rise to the claim.
12.4 The limits in this clause do not apply to your obligation to pay the Fees, or to your liability under clause 7.3.
12.5 You agree these limits are reasonable, taking into account the price of the Service, that it is a standardised product, and that you are able to insure against your own business risks.
13. Suspension, termination and what happens next
13.1 By you. You can end your Subscription at any time under clause 4.6.
13.2 Suspension. We may suspend all or part of the Service immediately if:
- Fees are unpaid 14 days after the due date (clause 4.4);
- you or your Users breach clause 7;
- it is needed to protect the Service, other customers or our systems from a security threat; or
- the law, a court or a regulator requires it.
We will lift the suspension once the reason for it has been dealt with.
13.3 Termination for breach. Either party may end the contract immediately by written notice if the other:
- commits a material breach and, if it can be fixed, does not fix it within 14 days of being asked to; or
- becomes insolvent, enters administration or liquidation, makes an arrangement with its creditors, or stops trading.
13.4 Termination by us for convenience. We may end the contract for any reason by giving at least 90 days' written notice.
13.5 Refund on our convenience termination. If we end the contract under 13.4, we will refund any Fees you have paid in advance for the period after the end date.
13.6 When the contract ends: your right to use the Service stops; you must pay any Fees due up to the end date; you can export your Customer Data for 30 days (clause 5.6); and any clauses that by their nature should continue will continue, including clauses 7.3, 9, 10, 12 and 14.
14. General
14.1 Events beyond control. Neither party is liable for delay or failure caused by events beyond its reasonable control, such as a failure of the internet, power or a third-party provider, a cyber attack that could not reasonably have been prevented, or a natural disaster. This does not apply to payment of Fees.
14.2 Assignment. You may not transfer this contract without our written consent. We may transfer it to a group company, or to a buyer of all or part of our business, and will tell you if we do.
14.3 Notices. We will send notices to the email address on your account. You must send notices to legal@vcdesk.app. An email notice is received when it is sent, unless the sender gets a delivery failure message.
14.4 Entire agreement. These terms, the Privacy Policy, the Data Processing Agreement and any order form are the whole agreement between us. They replace any earlier discussions. Neither party has relied on any statement that is not set out in them. This does not limit liability for fraud.
14.5 Order of precedence. If documents conflict, this order applies: the Data Processing Agreement (for data protection matters), then any signed order form, then these terms.
14.6 Waiver and severance. A delay in enforcing a right does not waive it. If a court finds any part of these terms unenforceable, the rest stays in force.
14.7 Third parties. No one other than you and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.
14.8 No partnership. Nothing in these terms creates a partnership, joint venture or agency between us.
14.9 Governing law and courts. These terms, and any dispute or claim arising out of them (including non-contractual disputes), are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction.