Terms of Service

Legal Notice (Mentions Légales)

Pursuant to Article 6-III-1 of French Law n° 2004-575 of 21 June 2004 (LCEN), the publisher of joely.io is:

• Company: JUMP ON
• Legal form: EURL (Entreprise Unipersonnelle à Responsabilité Limitée) under French law
• Share capital: €10,000
• Registered office: 17 rue de Toulouse, 51100 Reims, France
• SIREN: 983 062 100
• SIRET (head office): 983 062 100 00018
• Trade and Companies Register: RCS Reims, registered on 3 January 2024
• Intra-community VAT number: FR58983062100
• Publication director (directeur de la publication) and Manager (Gérant): Hugo Cressent
• Contact: contact@joely.io

Hosting provider:

• Hostinger International Ltd., 61 Lordou Vironos Street, 6023 Larnaca, Cyprus, with infrastructure operated within the European Union (Lithuania).
• Website: www.hostinger.com

1. Acceptance of the Terms

By creating an account or using the Joely service, you confirm that:

• You are at least 15 years old (the digital consent age in France) and have full legal capacity to enter into a binding contract; if you are between 15 and 18, you confirm that your legal representative has authorized this acceptance
• The information you provide on registration is accurate, complete and kept up to date
• You will comply with all applicable laws and regulations
• You have read and accepted our Privacy Policy
• If you accept the Terms on behalf of a company or legal entity, you confirm you have the authority to do so

2. Description of the Service

Joely is a Software-as-a-Service (SaaS) customer support platform designed primarily for FiveM and RedM developers and merchants using Tebex. The service includes, depending on your subscription plan:

• A multi-tenant ticket management and tracking system
• A customer-facing portal (including optional subdomain routing per project)
• Tebex integration for order and purchase verification
• Discord integration (OAuth login, ticket notifications, DM delivery)
• GitHub integration for issue linking
• Cfx.re OAuth authentication
• Optional AI-powered response suggestions and knowledge base
• Team management, granular permissions, custom roles and audit logs
• Customer satisfaction (CSAT) surveys and analytics

The exact features available to you depend on your subscription plan as displayed on the pricing page.

3. Account Registration

To use Joely, you must create an account. You may register:

• With an email and password (verified via a one-time code)
• Via OAuth using Cfx.re, Google, Discord or GitHub

You are responsible for:

• Maintaining the confidentiality of your credentials
• All activity that occurs under your account
• Notifying us promptly at contact@joely.io of any unauthorized use or security incident

We reserve the right to refuse, suspend or terminate any account that violates these Terms or applicable law.

4. Subscription Plans, Pricing and Billing

4.1 Plans

Joely is offered through several subscription tiers (including a free tier and one or more paid tiers). The features, usage limits and prices of each plan are described on our pricing page and may be updated from time to time.

4.2 Pricing and Taxes

Prices are displayed exclusive of VAT for B2B customers and inclusive of VAT for B2C customers, in accordance with French regulations. VAT, where applicable, is calculated based on your billing country (and validated B2B VAT number, when provided). The displayed currency is determined automatically based on your IP location, with EUR as the default.

4.3 Payment

Paid subscriptions are processed by Stripe Payments Europe, Ltd. We do not store your card details. By subscribing, you authorize us, through Stripe, to charge the recurring fee to your payment method until you cancel.

4.4 Renewal and Cancellation

• Subscriptions automatically renew at the end of each billing cycle (monthly or annual, depending on your selection)
• You may cancel at any time from your billing settings; the cancellation takes effect at the end of the current billing period
• Pre-paid periods are not refundable, except where required by applicable consumer law
• We may change pricing or plan structure with at least 30 days' prior notice; the new terms apply at the next renewal

4.5 Payment Failures

In case of payment failure, we may attempt automatic retries through Stripe. If payment cannot be collected, your access to paid features may be suspended or downgraded to the free tier until the issue is resolved.

5. Right of Withdrawal (Consumer Users)

If you are a consumer within the meaning of the French Consumer Code (Code de la consommation), you have a right of withdrawal of fourteen (14) days from the conclusion of the subscription contract, without giving any reason, in accordance with Article L.221-18 of the French Consumer Code.

To exercise this right, send an unambiguous statement to contact@joely.io or use the standard withdrawal form. We will reimburse you no later than 14 days after we receive your decision, using the same means of payment as the original transaction.

Waiver of the right of withdrawal: in accordance with Article L.221-28 1° of the French Consumer Code, by expressly requesting the immediate provision of the service (e.g. by starting to use paid features before the end of the 14-day period), you acknowledge that you waive your right of withdrawal once the service has been fully performed, while remaining liable for the amount due for the period of use.

6. Acceptable Use

You agree not to use Joely in a way that would:

• Violate any applicable law, regulation or third-party right
• Infringe intellectual property, privacy or publicity rights
• Transmit malware, viruses, ransomware or any harmful code
• Attempt to gain unauthorized access to our systems, accounts or data
• Probe, scan, or test the vulnerability of the service without prior written consent (this includes denial-of-service attacks and brute-force attempts)
• Interfere with or disrupt the integrity, security or performance of the service
• Harass, abuse, threaten or harm other users or our staff
• Send spam, phishing content, scams or unsolicited commercial communications
• Use Joely to store or transmit content that is illegal, defamatory, obscene, racist, hateful or that incites violence
• Reverse engineer, decompile, disassemble or otherwise attempt to derive the source code of the service, except where allowed by mandatory law
• Use automated tools (bots, scrapers) to extract data from the service without prior written consent
• Impersonate any person, entity, or misrepresent your affiliation with anyone
• Resell, white-label or sublicense the service without our prior written authorization

We may, at our discretion, remove infringing content and suspend or terminate accounts in violation of these rules, including without prior notice in case of serious or repeated breach.

7. Customer Content

"Customer Content" means all data, tickets, messages, attachments, knowledge entries, configuration and other content you submit to or generate through Joely.

• You retain all ownership rights in your Customer Content
• You grant JUMP ON a worldwide, non-exclusive, royalty-free, sub-licensable license to host, store, copy, transmit, display and process your Customer Content solely as necessary to provide, secure and improve the service
• You represent and warrant that you have all rights necessary to grant this license and that your Customer Content does not infringe any third party's rights or applicable law
• When you enable AI features, you authorize us to transmit relevant Customer Content to our AI sub-processor for the purpose of generating suggestions (see the Privacy Policy)

8. Third-Party Integrations

Joely integrates with third-party services. Your use of these integrations is governed by both these Terms and the respective third-party terms:

• Tebex: Tebex Terms of Service
• Discord: Discord Terms of Service
• GitHub: GitHub Terms of Service
• Cfx.re: Cfx.re / FiveM Terms of Service
• OpenAI: OpenAI Terms of Use
• Stripe: Stripe Services Agreement

We are not responsible for the availability, accuracy, content, security or terms of any third-party service. Disruption of a third-party service may affect features of Joely that rely on it.

9. AI Features Disclaimer

Joely offers optional AI-powered features such as response suggestions. By enabling them, you acknowledge that:

• AI-generated content may be inaccurate, incomplete, biased or unsuitable for your specific context
• You are responsible for reviewing and validating any AI suggestion before sending it to a customer or relying on it in any way
• The AI features are decision-support tools and do not produce legal effects without your human review
• When AI features are enabled, relevant ticket content is processed by OpenAI as described in the Privacy Policy; we have configured OpenAI not to use this data for model training
• AI features can be disabled at any time in the project settings
• To the maximum extent permitted by law, we are not liable for any damages resulting from your reliance on AI-generated content

10. Intellectual Property

10.1 Our Rights

The Joely platform, its name, logo, design, source code, databases, documentation and all associated intellectual property are the exclusive property of JUMP ON and protected by French and international intellectual property law (in particular Articles L.111-1 et seq. and L.341-1 et seq. of the French Intellectual Property Code). Subject to these Terms, JUMP ON grants you a personal, non-exclusive, non-transferable, revocable right to access and use the service for the duration of your subscription.

10.2 Feedback

If you provide us with feedback, suggestions, ideas or proposed improvements, you grant us a perpetual, irrevocable, worldwide, royalty-free license to use them for any purpose, without compensation, while retaining your moral rights as recognized by French law.

11. Service Availability and Beta Features

We aim to provide a reliable service but we do not commit to any uptime SLA on the free tier. Specific SLA commitments, if any, are described in the corresponding paid plan documentation.

From time to time, we may release "beta", "preview" or "experimental" features. These are provided "as is", may change or be discontinued without notice, and are not covered by any service commitment.

12. Warranties and Limitation of Liability

To the maximum extent permitted by law:

• The service is provided "as is" and "as available", without warranty of fitness for a particular purpose other than the general purpose described in these Terms
• We do not guarantee uninterrupted, error-free or virus-free service
• We are not liable for any indirect, incidental, consequential, special, punitive or exemplary damages, including loss of revenue, profits, goodwill, data, business opportunity or reputation
• Our aggregate liability under these Terms is limited to the amounts effectively paid by you for the service during the 12 months preceding the event giving rise to the claim, or, if no such payment was made, to one hundred euros (€100)
• These limits do not apply to liability that cannot be excluded by law, including, where applicable, gross negligence, willful misconduct, fraud, or personal injury caused by our fault, nor to the statutory warranties for consumers under French law (Articles L.217-3 et seq. of the French Consumer Code and Articles 1641 et seq. of the French Civil Code)

13. Personal Data

The processing of personal data is described in our Privacy Policy. When we act as a data processor on your behalf (for instance for end-customer data you upload to your projects), the Data Processing Agreement (DPA) referenced in the Privacy Policy is incorporated by reference into these Terms.

14. Termination

You may terminate your account at any time from your account settings or by contacting contact@joely.io. Termination takes effect at the end of the current billing period; previously charged amounts are not refunded except as required by law.

We may suspend or terminate your access, with or without notice depending on the severity, if:

• You materially breach these Terms or applicable law
• You engage in fraudulent activities or non-payment
• We are required to do so by law, regulation or a competent authority
• We discontinue the service (in which case we will provide reasonable prior notice and, where applicable, a pro-rata refund of pre-paid amounts)

Upon termination, you may request an export of your Customer Content within 30 days. After this period, we will delete or anonymize the data in accordance with our Privacy Policy, subject to legal retention obligations.

15. Changes to the Terms

We may amend these Terms from time to time. For any material change, we will notify you at least 30 days in advance via email or through the platform. Your continued use of Joely after the changes take effect constitutes acceptance of the updated Terms. If you do not accept them, you must stop using the service and may terminate your account.

16. Force Majeure

Neither party shall be liable for any failure or delay in performance caused by an event of force majeure as defined by Article 1218 of the French Civil Code, including but not limited to natural disasters, fire, flood, war, terrorism, civil unrest, strikes, governmental orders, network outages, third-party service failures, cyber-attacks or any other event beyond the party's reasonable control.

17. Miscellaneous

• Entire agreement: these Terms, together with the Privacy Policy and any plan-specific documentation, constitute the entire agreement between the parties regarding the subject matter
• Severability: if any provision is held invalid or unenforceable, the remaining provisions remain in full force; the invalid provision will be replaced by a valid one reflecting the parties' intent as closely as possible
• No waiver: a party's failure to enforce a right does not constitute a waiver of that right
• Assignment: you may not assign or transfer your rights under these Terms without our prior written consent; we may assign our rights to any successor in connection with a merger, acquisition, reorganization or sale of assets
• Notices: we may send notices to the email address associated with your account; you must keep this email address up to date
• Language: these Terms are drafted in English; a French translation may be provided for information only; in case of discrepancy with a translation, the English version prevails between professional parties, while the version that is the most favorable to the consumer prevails for consumer users

18. Governing Law and Jurisdiction

These Terms are governed by French law, excluding its conflict-of-laws rules.

For consumer users: in accordance with mandatory consumer protection rules, you retain the protection of the mandatory provisions of the law of your habitual residence within the European Union. Any dispute may be brought before the courts of your residence or the French courts, at your choice.

For professional users (B2B): any dispute arising out of or in connection with these Terms shall be submitted to the exclusive jurisdiction of the courts within the jurisdiction of the Cour d'appel de Reims, France, including for summary proceedings, multiple defendants or warranty claims.

19. Consumer Mediation and Online Dispute Resolution

In accordance with Article L.612-1 of the French Consumer Code, consumer users have the right to free recourse to a consumer mediator for the amicable resolution of any dispute that has not been resolved through prior contact with our customer service at contact@joely.io.

The list of accredited mediators is available on the website of the French Mediation and Consumption Evaluation Commission (CECMC): www.economie.gouv.fr/mediation-conso.

In accordance with Regulation (EU) n° 524/2013, the European Commission also provides an Online Dispute Resolution (ODR) platform accessible at ec.europa.eu/consumers/odr.

20. Contact

For any question regarding these Terms:

JUMP ON (EURL)
17 rue de Toulouse, 51100 Reims, France
RCS Reims 983 062 100
Email: contact@joely.io