Terms of Service

These Terms of Service (the “Terms”) are an agreement between you and Dredo, a service operated by ELAREN GROUP SL (“Dredo”, “we”, “us”). By creating an account or using Dredo, you agree to these Terms. Please read them together with our Privacy Policy. If you are entering into these Terms on behalf of a company or other organisation, you confirm that you have authority to bind it, and “you” refers to that organisation.

1. Who we are & acceptance

Dredo is a multi-tenant help desk service (shared inbox, email-to-ticket, a branded customer portal, ticketing, SLA targets, reports and related features). It is operated by ELAREN GROUP SL, registered address Calle Unión 7, 45100 Sonseca, Toledo, Spain, VAT/NIF ESB75779777. You can reach us at hello@dredo.app. Our site is https://dredo.app and the application is at https://desk.dredo.app.

By registering for, accessing or using the Service, you accept these Terms. If you do not agree, do not use the Service.

In these Terms:

• Service: the Dredo software, applications, portals and related services we make available.
• Workspace: an isolated tenant within the Service that a customer creates and controls; plans and billing are per workspace.
• Account: the personal login (identity) a person uses to access one or more workspaces.
• User or Staff: a person you authorise to work inside a workspace (for example an owner, admin or agent).
• End-user or Requester: a person who contacts a customer for support through the portal or by email, whose messages are handled inside a workspace.
• Customer Content: all data, messages, files and information that a customer or its end-users submit to, or that is generated within, a workspace.

2. The service & availability

We provide the Service with commercially reasonable effort and aim to keep it available and working as described. We do not, however, guarantee any specific uptime or service level at this time. We may add, change, or remove features, and we may perform maintenance that temporarily interrupts the Service.

The Service and its data are hosted in the European Union (Germany), with our infrastructure provider Hetzner. Some features rely on third-party providers as described in section 9.

3. Accounts & eligibility

You must be at least 16 years old to create an account and use the Service. By using Dredo you confirm that you meet this requirement.

When you create an account you agree to:

• provide accurate, current and complete information, and keep it up to date;
• verify your email address when asked (verification is required to activate an account);
• keep your credentials confidential and take reasonable care to secure your account;
• be responsible for all activity that happens under your account or within workspaces you control, including the acts of your Staff.

Tell us promptly at hello@dredo.app if you believe your account has been accessed without authorisation.

4. Acceptable use

You agree to use the Service lawfully and not to misuse it. In particular, you must not, and must not allow anyone else to:

• upload, send or store content that is illegal, infringing, defamatory, or that violates the rights of others;
• send spam or unsolicited commercial email (UCE), or use the Service to facilitate the sending of it;
• upload or distribute malware, viruses or any harmful code;
• harass, threaten or abuse any person, including our staff or other users;
• attempt to gain unauthorised access to the Service, other customers’ workspaces or tenants, or any systems or data (for example probing, scanning, or bypassing isolation between workspaces);
• interfere with, disrupt or overload the Service, or attempt to defeat its security;
• reverse engineer, decompile or attempt to extract the source code of the Service, except to the extent this restriction is prohibited by law;
• resell or provide the Service to third parties except as expressly permitted.

We may investigate suspected violations and may suspend or restrict access to protect the Service, our users or third parties, as described in section 13.

5. Customer content & ownership

As between you and Dredo, you (the customer) own your Customer Content, including the content submitted by your end-users. We do not claim ownership of it.

You grant Dredo a limited, non-exclusive, worldwide licence to host, store, copy, transmit, display and process Customer Content solely as necessary to provide, secure and maintain the Service for you, and as instructed by you through your use of the Service. This licence ends when the content is deleted or your account is closed, subject to reasonable backup and legal-retention periods.

You are responsible for your Customer Content and for how you collect and use it. In particular, you confirm that you have a lawful basis to process the personal data of your end-users, and that you provide your end-users with your own privacy notice as required by applicable law.

For the content a workspace collects about its own end-users, Dredo acts as a data processor on your behalf; we process it only on your instructions to deliver the Service. Dredo acts as a data controller for account, Staff and billing data. This is explained further in our Privacy Policy. A Data Processing Agreement (DPA) is available for business customers on request.

6. Plans, billing & taxes

Dredo is billed per workspace, in euros (EUR), through our payment provider Stripe. We offer a Free plan and three paid plans, each available monthly or yearly:

• Free: €0.
• Starter: €12 per month, or €108 per year.
• Pro: €22 per month, or €228 per year.
• Business: €55 per month, or €588 per year.

The Free plan is available on an ongoing basis. Paid plans renew automatically for successive periods (monthly or yearly, as chosen) until cancelled. If you upgrade or downgrade a paid plan, we prorate the charges for the change.

Prices are shown excluding VAT unless stated otherwise. We charge VAT where applicable, based on your billing country; VAT identification numbers are validated via VIES, and the reverse-charge mechanism is applied to customers with a valid EU VAT number outside Spain. You are responsible for providing accurate billing and tax information.

Payments are handled by Stripe under its own terms; we do not store full card details. If a payment fails, we may retry it and may suspend paid features until payment is resolved, as described in section 13.

7. Refunds & cancellation

We offer a 14-day money-back guarantee on the first payment of a paid plan (Starter, Pro or Business). If you request it within 14 days of that first charge, we will refund that first payment. After that period, payments for the current billing period are non-refundable.

You can cancel at any time. When you cancel, the workspace keeps its paid features until the end of the paid period, and then reverts to the Free plan. Cancelling does not, by itself, entitle you to a refund of amounts already paid for the current period, except as set out above.

Nothing here removes any statutory withdrawal or refund rights you may have as a consumer under mandatory law; those rights are preserved.

8. Intellectual property

The Service, including the Dredo software, platform, design, documentation and the Dredo name and brand, is owned by Dredo (ELAREN GROUP SL) or its licensors and is protected by intellectual-property laws. Except for Customer Content, all rights in the Service are reserved to us.

Subject to these Terms and your payment of applicable fees, we grant you a limited, non-exclusive, non-transferable, revocable right to access and use the Service for your internal business purposes during your subscription.

If you send us suggestions or feedback about the Service, you grant us a perpetual, worldwide, royalty-free licence to use that feedback to improve our products and services, without obligation to you.

9. Third-party services

The Service relies on selected third-party providers to function, including:

• Stripe for payment processing and VAT/VIES validation;
• Resend for transactional email (account, verification and notification messages);
• Sentry for error monitoring and diagnostics. Our servers, database and file storage are hosted with Hetzner in Germany (EU).

Your use of these services through Dredo may be subject to their terms. The current list of subprocessors is described in our Privacy Policy. We are not responsible for third-party services we do not control.

10. Warranties & disclaimers

To the maximum extent permitted by law, the Service is provided “as is” and “as available”, without warranties of any kind, whether express or implied, including any implied warranties of merchantability, fitness for a particular purpose, or non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or that it will meet your specific requirements.

Nothing in these Terms excludes or limits any warranty or guarantee that cannot be excluded or limited under mandatory law. If you use the Service as a consumer, your mandatory statutory guarantees remain fully in force.

11. Limitation of liability

To the extent permitted by law, and except for liability that cannot be limited by law, Dredo will not be liable for any indirect, incidental, special, consequential or punitive damages, or for any loss of profits, revenue, data, goodwill or business, arising out of or relating to the Service or these Terms.

To the extent permitted by law, Dredo’s total aggregate liability arising out of or relating to the Service or these Terms will not exceed the amounts you paid to Dredo for the Service in the twelve (12) months immediately before the event giving rise to the claim.

Nothing in this section limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded under applicable law.

12. Indemnification

If you use the Service as a business, you agree to indemnify and hold Dredo harmless from third-party claims, damages and reasonable costs (including reasonable legal fees) arising from your Customer Content or your use of the Service in breach of these Terms or of applicable law. We will notify you of any such claim and give you reasonable cooperation. This section does not apply to consumers to the extent mandatory law provides otherwise.

13. Suspension & termination

We may suspend or terminate your access to the Service, in whole or in part, if you materially breach these Terms (including the acceptable-use rules), if you fail to pay amounts due, or where necessary to protect the Service, our users or third parties, or to comply with law.

Where reasonable and lawful, we will give you notice and, for issues that can be fixed, a chance to fix them before suspending or terminating. You may terminate at any time by cancelling your subscription and closing your account.

On termination, your right to use the Service ends and paid features stop at the end of the paid period. We will give you a reasonable window to export your Customer Content before it is deleted, after which it may be permanently deleted, subject to reasonable backup and legal-retention periods.

14. Changes to the terms or service

We may update these Terms or change the Service from time to time. If we make a material change, we will give you reasonable notice by email or through the application before it takes effect. Your continued use of the Service after a change takes effect means you accept the updated Terms. If you do not accept them, you should stop using the Service and may cancel as described above.

15. Governing law & jurisdiction

These Terms are governed by the laws of Spain. The competent courts of Toledo, Spain, will have jurisdiction over any dispute, except that if you are a consumer, you keep the venue and rights granted to you by the mandatory law of your place of residence.

16. Language

These Terms are provided in English and Spanish. In case of any discrepancy or conflict between the two versions, the Spanish version prevails. You can also review our cookie information in the legal notice.

17. Contact

Questions about these Terms? Write to us at hello@dredo.app, or by post to ELAREN GROUP SL, Calle Unión 7, 45100 Sonseca, Toledo, Spain.