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Terms of Service

Last Updated: December 5, 2025

1. Acceptance of Terms

By accessing and using Sparrow's helpdesk platform ("Service"), you accept and agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, do not use the Service.

2. Service Description

Sparrow provides a cloud-based customer support platform including ticketing, live chat, video calling, knowledge base management, and related features. We reserve the right to modify, suspend, or discontinue any aspect of the Service at any time.

3. Account Registration

To use the Service, you must:

  • Provide accurate, current, and complete information
  • Maintain the security of your account credentials
  • Notify us immediately of any unauthorized access
  • Be at least 16 years old
  • Be authorized to bind your organization to these Terms

You are responsible for all activities under your account.

4. Acceptable Use

You agree not to:

  • Violate any laws or regulations
  • Infringe on intellectual property rights
  • Upload malicious code or engage in hacking
  • Harass, abuse, or harm others
  • Spam or send unsolicited communications
  • Reverse engineer or attempt to access source code
  • Resell or redistribute the Service without permission
  • Exceed rate limits or abuse system resources

5. Data and Privacy

Our Privacy Policy governs the collection and use of your data. By using the Service, you consent to our data practices as described in the Privacy Policy. You retain all rights to your customer data ("Customer Data"). We will not access or use Customer Data except as necessary to provide the Service or as required by law.

6. Fees and Payment

Subscription fees are charged in advance on a monthly or annual basis. You agree to:

  • Pay all fees when due
  • Provide valid payment information
  • Authorize automatic renewal unless cancelled
  • Pay any applicable taxes

We may change fees with 30 days notice. Refunds are provided in accordance with our refund policy.

7. Intellectual Property

The Service, including all software, designs, text, graphics, and other content, is owned by Sparrow and protected by copyright, trademark, and other intellectual property laws. You are granted a limited, non-exclusive, non-transferable license to use the Service for its intended purpose.

8. Service Level Agreement

We strive to maintain 99.99% uptime for the Service. Our SLA terms, including service credits for downtime, are available in your service agreement. We do not guarantee uninterrupted or error-free service.

9. Termination

Either party may terminate these Terms:

  • You may cancel your subscription at any time through your account settings
  • We may suspend or terminate your account for violation of these Terms
  • We may terminate with 30 days notice for any reason

Upon termination, your access will cease and your data will be deleted after 30 days unless otherwise agreed.

10. Disclaimers

THE SERVICE IS PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE.

11. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, SPARROW SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS OR REVENUES. OUR TOTAL LIABILITY SHALL NOT EXCEED THE AMOUNT YOU PAID US IN THE 12 MONTHS PRECEDING THE CLAIM.

12. Indemnification

You agree to indemnify and hold Sparrow harmless from any claims, damages, losses, liabilities, and expenses arising from your use of the Service, violation of these Terms, or infringement of any third-party rights.

13. Governing Law

These Terms are governed by the laws of the State of California, USA, without regard to conflict of law principles. Any disputes shall be resolved in the state or federal courts located in San Francisco County, California.

14. Changes to Terms

We may modify these Terms at any time. We will notify you of material changes via email or through the Service. Continued use after changes constitutes acceptance of the modified Terms.

15. Contact Information

For questions about these Terms, contact us at:

Email: legal@sparrow.help
Address: Sparrow Inc., 123 Support Street, San Francisco, CA 94105