Privacy policy and terms of service

Who is responsible

The hosted Dispatch service is operated by Haxurus ("we"). Contact: [email protected].

The administrators of each Discord server decide whether to add Dispatch and how to configure it; we process the data to provide the service to them. If you are a member of a server that uses Dispatch, you can also contact that server’s administrators.

Data we process

From the Discord servers where the bot is installed:

• server, channel and role identifiers and names, and the server’s Dispatch configuration (categories, panels, forms, staff roles);
• for every ticket: the user who opened it, the staff members who claimed, handled or closed it, its category, status, priority, timestamps and the answers to the category’s questions;
• the messages of a ticket channel and of its private staff thread, only when a transcript is generated (at close or on request), so that the conversation can be archived;
• form answers, staff notes, close reasons, ratings and their optional comments, and blacklist reasons;
• technical records needed for anti-spam: ticket-opening attempts and their timestamps;
• for servers with a paid plan: the plan, the identifier of the Discord subscription and when it ends, as provided by Discord. Payments are handled entirely by Discord: we never receive card or payment details.

Dispatch does not read messages outside ticket channels and staff threads, and only notes the time of the last activity while a ticket is open.

When you sign in to the dashboard with Discord: your Discord user ID, username, avatar and the list of servers you belong to (scopes identify and guilds), plus a log of the changes you make in the panel with a one-way hash of your IP address.

Dispatch does not collect members’ online status or activities (games, music, custom status).

Technical data: our web server and Cloudflare, which protects and delivers the site, process IP addresses and request data to deliver pages and prevent abuse.

Why we process it

• to open, route and manage tickets and forms, and to post transcripts, logs and leaderboards to the channels chosen by the administrators;
• to let authorised people sign in to the dashboard and manage their servers;
• to keep the service secure, prevent abuse and enforce these terms.

Under the GDPR the legal basis is the legitimate interest of server administrators and of the operator in providing support to their communities and running a secure service (Art. 6(1)(f)), and the performance of the service requested by dashboard users (Art. 6(1)(b)).

How long we keep it

• Tickets, transcripts and staff notes: for the retention periods chosen by the server’s administrators in the dashboard, up to the maximum of the server’s plan; without a retention period they are kept for that maximum.
• Form answers: until the server’s administrators delete them from the dashboard, or while the bot is in the server.
• When the bot is removed from a server, all of that server’s data is deleted 30 days later, unless the bot is added again in the meantime.
• Dashboard sessions: 8 hours.
• Database backups: up to 14 days, encrypted.

How we protect it

Transcripts, form answers, staff notes, close reasons, rating comments, blacklist reasons and session data are encrypted at rest with AES-256-GCM. The bot asks for no Administrator permission, and the bot, the API and the website each have their own database permissions. The code is open source, so these measures can be verified on GitHub.

Sharing

We do not sell data and we do not use it for advertising or profiling. Data is shared only with the providers needed to run the service: Discord (the platform the bot works on, which also sells and bills the paid plans), Cloudflare (network delivery and protection) and our hosting provider. Transcripts and logs are posted only in the channels configured by each server’s administrators, and to the ticket’s author when the server enables it.

Cookies

We use only strictly necessary cookies: a session cookie when you sign in, a short-lived cookie that protects the Discord sign-in, and a cookie that remembers your language for one year. There are no analytics or advertising cookies.

Your rights

You can ask to access, correct or delete your data, to restrict or object to its processing and to receive a copy of it, by writing to [email protected]. You have the right to lodge a complaint with your data protection authority (in Italy, the Garante per la protezione dei dati personali).

Dispatch is meant for Discord users who meet Discord’s minimum age requirements.

Changes

We will update this page when the way we process data changes, and the date at the top will change accordingly.

The service

Dispatch is a Discord bot and web dashboard for tickets, forms and support teams. The hosted service is provided by Haxurus, with a Free plan available to every server and optional paid plans. The source code is published under the AGPL-3.0 licence at https://github.com/haxurus/Dispatch; these terms govern the hosted service, not your use of the code.

Your responsibilities

• You must comply with Discord’s Terms of Service, Community Guidelines and Developer Policy.
• If you add Dispatch to a server, you must be authorised to manage it and you are responsible for how you configure it, including the retention of tickets and transcripts and informing your members where required.
• Do not use Dispatch to harass people, to collect data for purposes other than supporting your community, or to ask members for passwords, payment details or other sensitive data through tickets or forms.
• Do not attempt to disrupt, overload or reverse-engineer the hosted service or bypass its limits and security measures.

Limits

To keep the shared service fair, each server has limits on categories, panels, forms, response templates, dashboard roles, blacklist entries and on how long closed tickets and transcripts can be kept. Most limits depend on the server’s plan and are listed on the pricing page; they are shown in the dashboard when reached.

Plans and payments

The Free plan is available to everyone. Paid plans (Plus, Pro, Brand) are monthly subscriptions sold only through Discord, from the Dispatch store, and are subject to Discord’s terms for paid services and its refund policy. Discord shows the final price in your currency, with any taxes, before you buy; the prices on our pricing page are list prices in US dollars.

A subscription applies to one server and renews every month until cancelled from your Discord settings; after cancelling, the plan stays active until the end of the period already paid. The operator may also grant a plan for free (for example a trial), with or without an end date.

When a subscription or a granted plan ends, the server returns to the Free plan: features outside it stop working and its limits apply again, including the maximum retention, so older closed tickets and transcripts are deleted by the regular retention. Your configuration is not deleted, except dashboard roles above the Free limit and the custom bot nickname and banner, which are reset.

If we change what a paid plan includes in a way that reduces it, we will announce it on our Discord server and on this page before it takes effect, so that you can cancel before then. Questions about a subscription: write to us; payment and refund requests are handled by Discord support.

Availability

We work to keep Dispatch available and reliable, but the service is provided “as is” and “as available”, without guaranteed uptime. Discord outages, missing bot permissions or maintenance can delay or prevent tickets, transcripts and logs.

Suspension and termination

You can stop using Dispatch at any time by removing the bot from your server. We may block a server or user, or make the bot leave a server, if these terms or Discord’s rules are breached or to protect the service and its users.

Liability

To the extent permitted by law, the operator is not liable for indirect damages or for the loss of data, tickets or transcripts. Nothing in these terms limits liability that cannot be limited by law, including your rights as a consumer.

Changes and governing law

We may update these terms; the date at the top of this page shows the latest version, and continuing to use the service means you accept it. These terms are governed by Italian law, without prejudice to the mandatory consumer protection rules of your country of residence.

Questions: [email protected].