Service Policy

Last Updated: 1 March , 2025

Welcome to NileDesk! We value transparency and customer satisfaction. This Service Policy outlines the terms and conditions related to service availability, billing, refunds, support, and security. By using NileDesk, you agree to the terms stated in this policy.

1. Service Availability & Access

- NileDesk is a cloud-based SaaS platform available 24/7, except during scheduled maintenance or unforeseen outages.
- Access to the platform requires a valid subscription and an active internet connection.
- Any scheduled maintenance that may cause downtime will be communicated at least 48 hours in advance via email or platform notifications.
- While we strive for 99.9% uptime, NileDesk is not responsible for outages due to force majeure events, internet disruptions, or third-party service failures.

2. Subscription & Billing

- NileDesk operates on a subscription-based model with monthly or annual billing cycles.
- Payments can be processed via direct bank transfers, in-app credit card payments, or payment links and invoices.
- Credit card payments are processed securely through [Payment Gateway Provider].
- NileDesk does not retain any credit card information.
- Initial subscriptions are made through bank transfers or online payment links after users subscribe to NileDesk. Future subscription fees are charged automatically based on the selected plan.
- Regional taxes may apply in addition to subscription fees, depending on the subscriber's country of origin.
- If a payment fails, users will receive a notification and have a 7-day grace period to update their payment details. If payment is not received, the account may be suspended or downgraded to a free tier if available.

3. Refund & Cancellation Policy

- Users can cancel their subscription at any time via the account settings.
- Cancellations take effect at the end of the current billing cycle. Upon cancellation, users will retain access until the end of the current billing period, after which the service will be discontinued.
- Refunds are generally not provided for partial-month subscription periods, except in cases of billing errors or special circumstances at our discretion.
- For yearly subscriptions, if a user cancels within one month of subscribing, they will only be charged for the first month.
- If a refund exception is made, such as a billing error, users must request it within 7 days of the charge.

4. Support & Issue Resolution

- NileDesk provides customer support through email and live chat during business hours 9:00 AM to 6:00 PM Gulf Standard Time (GST) [UTC+4].
- Users can submit support tickets for technical assistance or service inquiries.
- Critical service outages will be addressed with high priority, with an expected resolution time of 6 hours.

5. Data Security & User Responsibilities

- NileDesk uses industry-standard encryption and security measures to protect user data.
- Users are responsible for safeguarding their login credentials and access permissions.
- NileDesk does not store payment information; all transactions are handled by NileDesk's payment provider.

6. Digital Delivery & Account Access

- As a digital service, NileDesk does not involve physical shipping.
- If users subscribe via the NileDesk website, their accounts are activated instantly after email verification.
- If users subscribe through sales representatives, their accounts are activated and delivered within one working day after payment confirmation.
- If an issue occurs with API provisioning, users should contact support for resolution.

7. Changes to This Policy

- NileDesk reserves the right to update this Service Policy at any time.
- Users will be notified of significant changes via email or platform announcements.
- Continued use of NileDesk after policy updates constitutes agreement to the new terms.

For any questions regarding this Service Policy, please contact support@niledesk.com.

Thank you for choosing NileDesk!