Legal Information

1. INTRODUCTION

This Privacy Policy explains how Nexi Bot LTD ("we," "us," "our," or "the Company"), a company incorporated in England and Wales under company number 16502958, collects, uses, processes, and protects personal data in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 & 2025, and other applicable UK data protection laws.

We are registered with the Information Commissioner's Office (ICO) under registration number ZB910034.

2. DATA CONTROLLER

Nexi Bot LTD is the data controller for the purposes of UK data protection law. You can contact us at:

Address: 80A Ruskin Avenue, Welling, London, DA16 3QQ
Email: [email protected]

3. CATEGORIES OF DATA SUBJECTS

We process personal data relating to:

• Employees and prospective employees (including individuals under 18 years of age)
• Parents/guardians of employees under 18 years of age
• Customers and users of our Discord bot services
• Website visitors

4. EMPLOYEE DATA PROTECTION

4.1 Data We Collect

We collect and process the following categories of personal data from our employees:

For All Employees:

• Personal identification information (name, country, date of birth)
• Contact details (phone number, personal email address)
• Employment details (job title, department, start date, salary, performance records)
• Bank account details for payroll purposes (for shareholders only)
• Emergency contact information (for under 16s)
• Training records

For Employees Under 18:

• All of the above data categories
• Parental/guardian consent documentation
• Parental/guardian contact information

4.2 Special Provisions for Employees Under 18

Parental Consent: For employees aged 16 and under, we obtain explicit written consent from parents/guardians before processing any personal data. This consent covers:

• Collection and processing of the minor's personal data
• Storage of personal data on our systems
• Use of personal data for employment purposes
• Transfer of data to third-party processors

Parental Rights: Parents/guardians of employees under 18 have the right to:

• Access their child's personal data held by us
• Request rectification of inaccurate data
• Request erasure of data (subject to legal obligations)
• Withdraw consent at any time
• Lodge complaints with the ICO

4.3 Legal Basis for Processing Employee Data

We process employee personal data under the following legal bases:

• Contract Performance: Processing necessary for the voluntary contract
• Legal Obligation: Compliance with employment law, tax obligations, and health and safety requirements
• Legitimate Interests: HR administration, security, and business operations
• Consent: Where specifically obtained, particularly for employees under 18

4.4 Employee Data Storage and Systems

Current Systems:

• Google Docs: Used for document storage and collaboration
• ODOO: Our primary HR platform for employee records management

Future Migration:

• Personal data will be migrated to our proprietary website system
• Data will be stored using MariaDB database technology
• Enhanced security measures will be implemented during migration

Email Systems:

• Employee emails are managed through Roundcube Webmail
• Hosted on webmail.nexibot.uk
• Third-party software provided by Cybrancee
• Subject to appropriate data processing agreements

4.5 Data Retention - Employees

We retain employee personal data for the following periods:

• Current Employees: Throughout employment and as required by law
• Former Employees: Up to 6 years after termination for tax and legal compliance
• Unsuccessful Applicants: Up to 6 months after recruitment process
• Under 18 Employees: Records retained in accordance with child protection requirements

5. CUSTOMER DATA PROTECTION

5.1 Data We Collect from Customers

Service Data:

• Discord server configuration data
• Discord server IDs
• Discord server owner IDs
• User interaction data with our bot
• Subscription and service usage data

Billing Data:

• Payment information processed through Stripe
• Subscription status and history
• Billing addresses (processed by Stripe)

5.2 Legal Basis for Processing Customer Data

• Contract Performance: Providing Discord bot services
• Legitimate Interests: Service improvement and customer support
• Consent: Where specifically obtained for marketing communications

5.3 Customer Data Storage and Processing

Service Data:

• Stored in MariaDB database
• Accessible through our website interface
• Regularly updated to reflect current server configurations

Billing Data:

• Processed and stored by Stripe (our payment processor)
• Nexi Bot LTD employees do not have access to full payment card details
• Employees can access subscription management functions for customer support
• Employees can cancel subscriptions through our website interface

5.4 Data Retention - Customers

• Active Customers: Data retained for duration of service provision
• Former Customers: Service data retained for up to 12 months
• Billing Data: Retained by Stripe in accordance with their retention policies and legal requirements

6. DATA SHARING AND THIRD-PARTY PROCESSORS

We share personal data with the following categories of third parties:

6.1 Service Providers

Current:

• Google (Google Docs) - Document storage and collaboration
• ODOO - HR management platform
• Cybrancee - Email hosting services
• Stripe - Payment processing

Future:

• MariaDB hosting providers
• Website hosting services

6.2 Legal Disclosures

We may disclose personal data where required by:

• Court orders or legal proceedings
• Regulatory investigations
• Law enforcement requests
• Compliance with statutory obligations

6.3 Data Processing Agreements

All third-party processors are bound by appropriate data processing agreements ensuring:

• Adequate security measures
• Compliance with UK GDPR requirements
• Restrictions on data use
• Notification of data breaches

7. INTERNATIONAL TRANSFERS

Where personal data is transferred outside the UK, we ensure adequate protection through:

• Adequacy decisions
• Standard Contractual Clauses
• Binding Corporate Rules
• Appropriate safeguards as required by UK GDPR

8. DATA SUBJECT RIGHTS

Under UK GDPR, data subjects have the following rights:

8.1 Right of Access

Request copies of personal data we hold about you

8.2 Right to Rectification

Request correction of inaccurate or incomplete data

8.3 Right to Erasure

Request deletion of personal data (subject to legal obligations)

8.4 Right to Restrict Processing

Request temporary suspension of data processing

8.5 Right to Data Portability

Request transfer of data to another controller

8.6 Right to Object

Object to processing based on legitimate interests

8.7 Rights Related to Automated Decision-Making

Protection against solely automated decision-making

8.8 Right to Withdraw Consent

Where processing is based on consent, withdraw consent at any time

Special Provisions for Minors: For employees under 18, these rights may be exercised by parents/guardians or jointly with the minor, depending on the circumstances and the minor's capacity.

9. DATA SECURITY

We implement appropriate technical and organisational measures including:

9.1 Technical Measures

• Encryption of data in transit and at rest
• Regular security updates and patches
• Access controls and authentication systems
• Secure database configurations
• Regular security assessments

9.2 Organisational Measures

• Staff training on data protection
• Clear data handling procedures
• Regular policy reviews and updates
• Incident response procedures
• Segregation of duties

9.3 Employee Security Obligations

All employees, including those under 18, are required to:

• Maintain confidentiality of personal data
• Follow data protection policies and procedures
• Report suspected data breaches immediately
• Attend mandatory data protection training

10. DATA BREACH NOTIFICATION

In the event of a personal data breach, we will:

• Assess the risk to individuals' rights and freedoms
• Notify the ICO within 72 hours where required
• Notify affected individuals without undue delay where high risk exists
• Document all breaches and remedial actions taken

11. PRIVACY BY DESIGN AND DEFAULT

We implement privacy by design principles:

• Data protection considerations in system design
• Privacy impact assessments for new processing activities
• Regular review of data processing necessity
• Minimisation of data collection and retention

12. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy from time to time. When we make changes:

12.1 Notification Period

• All Changes: 7 days advance notice
• Changes Affecting Minors: Additional notification to parents/guardians

12.2 Notification Methods

• Email notification to employees and registered customers
• Website publication
• Direct notification to parents/guardians of employees under 18

12.3 Consent Requirements

Where changes require new consent, we will obtain explicit agreement before implementing changes.

13. CONTACT INFORMATION

For questions about this Privacy Policy or to exercise your rights:

General Inquiries: Email: [email protected] Address: 80A Ruskin Avenue, Welling, London, DA16 3QQ

ICO Contact: If you are not satisfied with our response, you can contact the Information Commissioner's Office:

• Website: ico.org.uk
• Phone: 0303 123 1113
• Address: Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

14. SPECIAL PROVISIONS FOR CHILD PROTECTION

14.1 Safeguarding Commitments

We are committed to protecting children in our employment and maintain:

• Enhanced DBS checks for relevant positions
• Child protection policies and procedures
• Regular safeguarding training for all staff
• Clear reporting procedures for concerns

14.2 Parental Involvement

Parents/guardians of employees under 18 are entitled to:

• Regular updates on their child's employment status
• Access to relevant personal data processed about their child
• Involvement in any disciplinary or grievance procedures
• Immediate notification of any safeguarding concerns

14.3 Additional Protections

For employees under 18, we provide:

• Enhanced privacy protections
• Restricted access to personal data
• Additional consent requirements for data sharing
• Specialized training for managers and supervisors

15. COMPLIANCE AND ACCOUNTABILITY

We maintain compliance through:

• Regular internal audits
• Staff training programmes
• Policy review and updates
• External legal advice where necessary
• Ongoing monitoring of data protection regulations

This Privacy Policy demonstrates our commitment to protecting personal data and complying with all applicable UK data protection laws. We regularly review and update our practices to ensure continued compliance and protection of personal data.

Document Version: 1.0
Next Review Date: 05/07/2026

1. INTRODUCTION

This Service Level Agreement ("SLA") defines the performance standards and service commitments that Nexi Bot LTD ("Company," "we," "us," or "our") provides to customers ("Customer," "you," or "your") for the Nexi Bot Discord service ("Service").

This SLA is incorporated into and forms part of the Terms of Service. In case of conflict between this SLA and the Terms of Service, the Terms of Service shall prevail.

2. SCOPE OF AGREEMENT

2.1 Covered Services

This SLA applies to:

• Core Discord bot functionality and commands
• Premium subscription features
• Web dashboard and configuration interface
• API endpoints and integrations
• Customer support services

2.2 Service Tiers

Free Tier Services:

• Basic bot commands and functionality
• Standard support response times
• Best-effort availability

Premium Tier Services:

• Enhanced bot features and capabilities
• Priority support
• Enhanced availability commitments
• Advanced monitoring and reporting

2.3 Excluded Services

This SLA does not cover:

• Beta or experimental features
• Third-party integrations beyond our control
• Custom development or consulting services

3. SERVICE AVAILABILITY COMMITMENTS

3.1 Uptime Definitions

• "Uptime" means the Service is operational and accessible to users as intended.
• "Downtime" means the Service is completely inaccessible or non-functional for all users due to issues within our control.
• "Partial Outage" means degraded performance affecting some but not all users or features.

3.2 Availability Targets

Premium Services:

• Monthly Uptime Target: 99.5%
• Maximum Allowable Downtime: 3.6 hours per month
• Response Time Target: Commands execute within 2 seconds under normal load

Free Services:

• Monthly Uptime Target: 95.0%
• Maximum Allowable Downtime: 36 hours per month
• Response Time Target: Commands execute within 5 seconds under normal load

3.3 Planned Maintenance

Premium Services:

• Maximum 4 hours planned maintenance per month
• Minimum 48 hours advance notice
• Scheduled during low-usage periods (typically 02:00-06:00 GMT)

Free Services:

• Maximum 8 hours planned maintenance per month
• Minimum 24 hours advance notice where practical
• May be scheduled at any time

3.4 Measurement Period

• Service availability is measured monthly from 00:00 GMT on the first day to 23:59 GMT on the last day
• Measurements are based on automated monitoring systems
• Planned maintenance windows are excluded from availability calculations

4. PERFORMANCE STANDARDS

4.1 Response Time Commitments

Bot Command Response Times:

• Simple commands (ping, help): < 1 second
• Moderate commands (user info, server stats): < 3 seconds
• Complex commands (database queries, API calls): < 10 seconds
• Bulk operations: < 30 seconds

Web Dashboard Performance:

• Page load times: < 5 seconds
• API response times: < 2 seconds
• Configuration saves: < 10 seconds

4.2 Throughput Standards

Command Processing:

• Premium: Up to 1000 commands per minute per server
• Free: Up to 100 commands per minute per server

Concurrent Users:

• System designed to handle 10,000+ concurrent Discord servers
• No per-server user limits imposed by our system

4.3 Data Consistency

• Configuration changes reflected within 30 seconds
• Database updates processed within 60 seconds
• Cross-region synchronization within 5 minutes

5. SUPPORT SERVICE LEVELS

5.1 Support Channels

• Discord support server
• Email support
• Web-based ticket system
• Emergency contact (Premium only)

5.2 Response Time Commitments

Premium Support:

• Critical Issues: 2 hours (24/7)
• High Priority: 4 hours (business hours)
• Medium Priority: 12 hours (business hours)
• Low Priority: 48 hours (business hours)

Free Support:

• All Issues: 48 hours (business hours)
• Community Support: Best effort via Discord

5.3 Issue Classification

Critical Issues:

• Complete service outage
• Data loss or corruption
• Security breaches
• Payment processing failures

High Priority:

• Significant feature malfunction
• Performance degradation affecting multiple servers
• Premium feature unavailable

Medium Priority:

• Minor feature issues
• Non-critical bugs
• Configuration problems

Low Priority:

• General questions
• Feature requests
• Documentation clarifications

5.4 Business Hours

• Standard Business Hours: Monday-Friday, 09:00-17:00 GMT
• Premium Support Hours: 24/7 for Critical issues, extended hours for High Priority

6. MONITORING AND REPORTING

6.1 System Monitoring

We maintain continuous monitoring of:

• Service availability and uptime
• Response times and performance metrics
• Error rates and failure patterns
• Resource utilization and capacity
• Security threats and incidents

6.2 Monitoring Tools

• Automated ping and functionality tests every 60 seconds
• Performance benchmarking every 5 minutes
• Real-time alerting for service disruptions
• Third-party monitoring services for verification

6.3 Status Communication

• Status Page: Real-time service status at status.nexibot.uk
• Incident Updates: Posted within 30 minutes of detection
• Maintenance Notices: Minimum 48 hours advance notice
• Post-Incident Reports: Published within 72 hours of resolution

6.4 Reporting

Monthly SLA Reports:

• Actual uptime vs. target uptime
• Performance metrics summary
• Incident summary and resolution times
• Available upon request for Premium customers

7. SERVICE CREDITS AND REMEDIES

7.1 Service Credit Eligibility

Service credits are available when:

• Monthly uptime falls below committed levels
• The failure is due to causes within our control
• Customer requests credit within 30 days of the incident
• Customer's account is in good standing

7.2 Service Credit Calculation

Premium Services:

• 99.0% - 99.49% uptime: 10% monthly subscription credit
• 98.0% - 98.99% uptime: 25% monthly subscription credit
• 95.0% - 97.99% uptime: 50% monthly subscription credit
• Below 95.0% uptime: 100% monthly subscription credit

Free Services:

• Credits applied as extended premium trial periods
• 90.0% - 94.99% uptime: 7-day premium trial credit
• Below 90.0% uptime: 14-day premium trial credit

7.3 Service Credit Limitations

• Maximum credit per month: 100% of monthly subscription fee
• Credits cannot be redeemed for cash
• Credits must be used within 12 months of issuance
• Credits do not extend subscription terms

7.4 Exclusions from Service Credits

No service credits for downtime caused by:

• Scheduled maintenance (with proper notice)
• Customer's actions or configurations
• Third-party service failures (Discord, hosting providers, etc.)
• Force majeure events
• DDoS attacks or security incidents
• Internet connectivity issues beyond our network

8. ESCALATION PROCEDURES

8.1 Internal Escalation

• Level 1: Support team response
• Level 2: Senior technical team engagement
• Level 3: Management and development team involvement
• Level 4: Executive team and external vendor coordination

8.2 Customer Escalation

If unsatisfied with support response:

• Request escalation through existing support channel
• Contact management directly (Premium customers)
• Submit formal complaint through website
• External dispute resolution if necessary

8.3 Emergency Procedures

For critical service outages:

• Immediate internal alert to on-call team
• Status page updated within 15 minutes
• Customer notification within 30 minutes
• Regular updates every 2 hours until resolution

9. CAPACITY MANAGEMENT

9.1 Capacity Planning

• Regular assessment of system capacity and performance
• Proactive scaling before reaching 80% capacity
• Investment in infrastructure improvements
• Load testing and performance optimization

9.2 Usage Limits

Premium Services:

• Fair usage policy applies
• Burst capacity available for temporary spikes
• No hard limits on reasonable usage

Free Services:

• Rate limiting to ensure fair access
• Usage caps may apply during high demand
• Premium upgrade recommended for heavy usage

10. DISASTER RECOVERY

10.1 Backup Procedures

• Automated daily backups of all critical data
• Geographic distribution of backup storage
• Regular backup restoration testing
• Retention period: 30 days for operational data, 1 year for critical configurations

10.2 Recovery Commitments

• Recovery Time Objective (RTO): 4 hours for critical systems
• Recovery Point Objective (RPO): Maximum 1 hour of data loss
• Business Continuity: Essential services maintained during recovery

10.3 Disaster Communication

• Immediate status updates during major incidents
• Regular communication throughout recovery process
• Post-incident analysis and improvement plans

11. SECURITY COMMITMENTS

11.1 Security Standards

• ISO 27001 aligned security practices
• Regular security assessments and penetration testing
• 24/7 security monitoring and threat detection
• Immediate response to security incidents

11.2 Data Protection

• Encryption in transit and at rest
• Regular security updates and patches
• Access controls and audit logging
• GDPR and UK data protection compliance

11.3 Incident Response

• Security incident response within 1 hour
• Customer notification within 24 hours (where legally required)
• Full incident report within 72 hours
• Remediation plan and timeline provided

12. COMPLIANCE AND AUDIT

12.1 Compliance Standards

• UK GDPR and Data Protection Act 2018
• PCI DSS (for payment processing)
• Discord Developer Terms of Service
• Industry best practices and standards

12.2 Audit Rights

Premium customers may request:

• Annual SLA compliance reports
• Security assessment summaries
• Compliance certification status
• Third-party audit results (where permitted)

13. SLA MODIFICATIONS

13.1 Review and Updates

• SLA reviewed every 6 months
• Updates based on performance data and customer feedback
• Technology improvements and infrastructure changes
• Regulatory or compliance requirement changes

13.2 Change Process

• 30 days advance notice for material changes
• Customer consultation for significant modifications
• Opt-out rights for customers who disagree with changes
• Documentation of all changes and effective dates

14. LIMITATIONS AND DISCLAIMERS

14.1 Force Majeure

This SLA does not apply during force majeure events including:

• Natural disasters and extreme weather
• Government actions or regulatory changes
• Internet infrastructure failures beyond our control
• Cyber attacks or security incidents affecting infrastructure
• Labor disputes or strikes

14.2 Third-Party Dependencies

Performance may be affected by:

• Discord API changes or outages
• Cloud hosting provider issues
• Internet service provider problems
• DNS resolution failures
• Payment processor downtime

14.3 Customer Responsibilities

Customers must:

• Configure the bot properly according to documentation
• Maintain appropriate Discord server permissions
• Report issues promptly through proper channels
• Provide reasonable cooperation during troubleshooting
• Keep contact information current

15. DEFINITIONS AND METRICS

15.1 Key Metrics

• Availability: Percentage of time the Service is accessible and functional
• Response Time: Time between command initiation and completion
• Mean Time to Recovery (MTTR): Average time to restore service after an incident
• Mean Time Between Failures (MTBF): Average operational time between service failures

15.2 Measurement Tools

• Automated monitoring and alerting systems
• Third-party uptime monitoring services
• Performance analytics and logging
• Customer feedback and incident reports

16. CONTACT INFORMATION

SLA Inquiries: Email: [email protected]

Service Credits: Email: [email protected] Web: https://nexibot.uk

Emergency Contact (Premium): Available 24/7 through premium support portal

Status Updates: Website: status.nexibot.uk Discord: https://discord.gg/nexibot

17. ACKNOWLEDGMENT

This SLA represents our commitment to providing reliable, high-quality Discord bot services. We continuously monitor our performance against these commitments and work to exceed customer expectations.

For questions about this SLA or to request service credits, please contact our support team using the information provided above.

Document Control:
Version: 1.0
Next Review: 05/07/2026
Distribution: All customers, support team, technical team

1. INTRODUCTION AND ACCEPTANCE

These Terms of Service ("Terms") constitute a legally binding agreement between you ("User," "you," or "your") and Nexi Bot LTD ("Company," "we," "us," or "our"), a company incorporated in England and Wales under company number 16502958.

By accessing, installing, inviting, or using our Discord bot services ("Service," "Bot," or "Nexi Bot"), you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree to these Terms, you must not use our Service.

2. DEFINITIONS

• "Service" means the Nexi Bot Discord application and all related features, functionalities, and services provided by the Company.
• "Discord" means Discord Inc. and their communication platform and services.
• "Server" means a Discord server/guild where the Bot is installed or invited.
• "User" means any individual who interacts with, uses, or accesses the Bot.
• "Server Owner" means the individual with administrative control over a Discord server.
• "Premium Service" means paid subscription features and services offered by the Company.
• "Content" means any data, text, graphics, images, music, software, audio, video, information, or other materials.

3. ELIGIBILITY AND AGE REQUIREMENTS

3.1 Minimum Age

You must be at least 13 years old to use our Service.

3.2 Discord Terms Compliance

You must comply with Discord's Terms of Service and Community Guidelines. Violation of Discord's terms may result in termination of your access to our Service.

3.3 Legal Capacity

You represent that you have the legal capacity to enter into these Terms or, if you are a minor, that you have obtained proper parental or guardian consent.

4. SERVICE DESCRIPTION

4.1 Bot Functionality

Nexi Bot provides Discord server management, moderation, entertainment, and utility features including but not limited to:

• Server moderation tools
• User management features
• Entertainment commands and games
• Utility functions and integrations
• Custom server configurations
• Premium features and enhancements

4.2 Service Availability

We strive to maintain Service availability but do not guarantee uninterrupted access. The Service may be temporarily unavailable due to maintenance, updates, or technical issues.

4.3 Service Modifications

We reserve the right to modify, suspend, or discontinue any aspect of the Service at any time with or without notice.

5. USER ACCOUNTS AND REGISTRATION

5.1 Discord Integration

Our Service integrates with Discord's platform. You must have a valid Discord account to use our Service.

5.2 Server Authorization

To add the Bot to a Discord server, you must have the "Manage Server" permission or equivalent administrative rights.

5.3 Account Security

You are responsible for maintaining the security of your Discord account and any associated premium accounts with our Service.

6. ACCEPTABLE USE POLICY

6.1 Permitted Uses

You may use the Service for legitimate Discord server management and enhancement purposes in compliance with these Terms and Discord's policies.

6.2 Prohibited Activities

You must not use the Service to:

Illegal Activities:

• Engage in any illegal activities or violate any applicable laws
• Facilitate or promote illegal activities
• Share or distribute illegal content

Harmful Content:

• Post, share, or distribute hate speech, harassment, or discriminatory content
• Share violent, graphic, or disturbing content
• Distribute sexually explicit content involving minors
• Engage in doxxing or sharing personal information without consent

Platform Abuse:

• Attempt to circumvent Discord's or our Service's security measures
• Use automated tools to spam or flood servers
• Attempt to hack, exploit, or gain unauthorized access to systems
• Reverse engineer or attempt to extract source code

Service Disruption:

• Interfere with the normal operation of the Service
• Overload our systems with excessive requests
• Attempt to crash or destabilize the Bot or servers

Commercial Misuse:

• Use the Service for unauthorized commercial purposes
• Resell or redistribute our Service without permission
• Use the Service to compete directly with our business

6.3 Content Responsibility

You are solely responsible for all content you input, share, or generate through the Service.

7. PREMIUM SERVICES AND BILLING

7.1 Premium Features

Premium Services include enhanced functionality, increased limits, priority support, and exclusive features as described on our website.

7.2 Subscription Terms

• Premium subscriptions are billed on a recurring basis (monthly or annually)
• Subscription fees are charged in advance
• All fees are non-refundable except as required by law
• Prices may change with 30 days' notice

7.3 Payment Processing

• Payments are processed through Stripe
• You must provide accurate billing information
• We do not store your payment card details
• Failed payments may result in service suspension

7.4 Cancellation

• You may cancel your subscription at any time through our website
• Cancellation takes effect at the end of the current billing period
• No refunds are provided for partial periods

7.5 Refund Policy

7.5.1 General Refund Conditions

Refunds are generally not provided except in the following circumstances:

Mandatory Refunds:

• Where required by applicable consumer protection laws
• In cases of billing errors or duplicate charges
• Where we fail to provide the Service due to our breach of contract

Service Disruption Refunds:

• If the Service is offline or substantially non-functional for more than 72 consecutive hours due to causes within our control, you may be entitled to a pro-rated refund for the affected period
• If the Service experiences more than 15% downtime in any calendar month due to causes within our control, you may be entitled to a pro-rated credit or refund for that month
• Service disruptions caused by Discord platform issues, third-party service failures, DDoS attacks, or other causes beyond our reasonable control do not qualify for refunds

Discretionary Refunds:

• At our sole discretion for exceptional circumstances
• Where we determine the Service has not met reasonable performance standards
• In cases of documented technical issues that prevent normal Service usage

7.5.2 Refund Exclusions

Refunds will not be provided for:

• Service interruptions lasting less than 72 hours
• Downtime caused by scheduled maintenance (with reasonable advance notice)
• Issues arising from Discord platform changes or limitations
• Third-party service failures (including but not limited to hosting providers, CDNs, or payment processors)
• Force majeure events including natural disasters, cyber attacks, or infrastructure failures beyond our control
• User-caused issues including improper bot configuration or server permission problems
• Violation of these Terms resulting in service termination

7.5.3 Service Level Expectations

While we do not guarantee 100% uptime, we target:

• 99.5% monthly uptime for Premium Services
• 95% monthly uptime for Free Services
• Maximum 72-hour response time for critical service restoration

7.5.4 Refund Process

To request a refund:

• Contact our support team within 30 days of the incident or billing issue
• Provide detailed information about the service disruption or billing error
• Allow us reasonable time (up to 14 business days) to investigate and respond
• Approved refunds will be processed through the original payment method within 10 business days

7.5.5 Partial Refunds and Credits

• Pro-rated refunds are calculated based on the actual days of service disruption
• We may offer service credits instead of monetary refunds at our discretion
• Credits do not expire but cannot be transferred or exchanged for cash

8. INTELLECTUAL PROPERTY RIGHTS

8.6 Service Level Agreement (SLA)

8.6.1 Uptime Commitment

We commit to maintaining reasonable service availability while acknowledging that no online service can guarantee 100% uptime. Our target service levels are:

Premium Services:

• Target: 99.5% monthly uptime
• Maximum planned maintenance: 4 hours per month (with 48 hours advance notice)
• Critical issue response time: Within 4 hours

Free Services:

• Target: 95% monthly uptime
• Planned maintenance: As needed (with reasonable advance notice)
• Issue response time: Within 24 hours during business days

8.6.2 Service Interruption Classifications

Planned Maintenance:

• Scheduled updates and improvements
• Infrastructure upgrades
• Security patches and system maintenance
• Notice provided at least 48 hours in advance where possible

Unplanned Outages:

• System failures within our control
• Server hardware issues
• Database connectivity problems
• Software bugs causing service disruption

External Factors (Not Covered by SLA):

• Discord platform outages or API changes
• Third-party service provider failures
• Internet infrastructure problems
• DDoS attacks or security incidents
• Natural disasters or force majeure events

8.6.3 Outage Compensation

If we fail to meet our uptime targets due to issues within our control:

For Premium Users:

• 72+ hours consecutive downtime: Full month refund eligibility
• 24-72 hours consecutive downtime: 25% monthly refund or credit
• Multiple shorter outages exceeding 15% monthly downtime: Pro-rated credit

For Free Users:

• Extended outages may result in service credits for future premium upgrades
• No monetary compensation for free service interruptions

The Service, including all code, features, functionality, and design elements, is owned by Nexi Bot LTD and protected by copyright, trademark, and other intellectual property laws.

8.2 License Grant

We grant you a limited, non-exclusive, non-transferable, revocable license to use the Service in accordance with these Terms.

8.3 User Content

You retain ownership of content you create or submit through the Service. By using the Service, you grant us a non-exclusive, worldwide, royalty-free license to use, modify, and display such content as necessary to provide the Service.

8.4 Trademark Usage

You may not use our trademarks, logos, or branding without our express written consent.

9. DATA PROTECTION AND PRIVACY

9.1 Data Collection

We collect and process personal data as described in our Privacy Policy, which is incorporated into these Terms by reference.

9.2 Data Usage

We use collected data to:

• Provide and improve the Service
• Process payments and manage subscriptions
• Provide customer support
• Comply with legal obligations

9.3 Data Storage

• Server configuration data and IDs are stored in our MariaDB database
• Data is accessible through our website interface
• We implement appropriate security measures to protect your data

9.4 Data Retention

We retain data as outlined in our Privacy Policy and as required by law.

10. DISCLAIMERS AND WARRANTIES

10.1 Service Disclaimer

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.

10.2 No Guarantee of Availability

We do not guarantee that the Service will be available at all times or free from interruptions, errors, or security vulnerabilities.

10.3 Third-Party Services

The Service integrates with Discord and other third-party platforms. We are not responsible for the availability, functionality, or policies of these third-party services.

10.4 User Content

We do not endorse, verify, or take responsibility for user-generated content accessed through the Service.

11. LIMITATION OF LIABILITY

11.1 Limitation Scope

TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEXI BOT LTD SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, USE, OR GOODWILL.

11.2 Maximum Liability

Our total liability to you for all claims arising from these Terms or the Service shall not exceed the amount you paid us in the 12 months preceding the claim.

11.3 Essential Purpose

These limitations apply even if the limited remedies fail of their essential purpose.

12. INDEMNIFICATION

You agree to indemnify, defend, and hold harmless Nexi Bot LTD, its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including reasonable attorneys' fees) arising from:

• Your use of the Service
• Your violation of these Terms
• Your violation of any third-party rights
• Your violation of applicable laws

13. TERMINATION

13.1 Termination by User

You may terminate your use of the Service at any time by removing the Bot from your servers and canceling any premium subscriptions.

13.2 Termination by Us

We may terminate or suspend your access to the Service immediately, without notice, for:

• Violation of these Terms
• Violation of Discord's Terms of Service
• Illegal activities
• Abuse of the Service
• Non-payment of fees

13.3 Effect of Termination

Upon termination:

• Your right to use the Service ceases immediately
• Premium features will be disabled
• We may delete your data in accordance with our Privacy Policy
• Sections of these Terms that should survive termination will remain in effect

14. DISPUTE RESOLUTION

14.1 Governing Law

These Terms are governed by the laws of England and Wales, without regard to conflict of law principles.

14.2 Jurisdiction

Any disputes arising from these Terms or your use of the Service shall be subject to the exclusive jurisdiction of the courts of England and Wales.

14.3 Dispute Process

Before filing any legal action, you agree to first contact us to attempt to resolve the dispute informally.

15. FORCE MAJEURE

We shall not be liable for any failure or delay in performance under these Terms that is due to fire, flood, earthquake, elements of nature, acts of God, acts of war, terrorism, riots, civil disorders, rebellions, or other similar causes beyond our reasonable control.

16. COMPLIANCE WITH LAWS

16.1 Legal Compliance

You must comply with all applicable local, national, and international laws when using the Service.

16.2 Export Controls

The Service may be subject to export control laws. You agree to comply with all applicable export and import laws.

16.3 Regulatory Compliance

We comply with applicable UK data protection laws, consumer protection regulations, and other relevant legal requirements.

17. MODIFICATION OF TERMS

17.1 Right to Modify

We reserve the right to modify these Terms at any time. Changes will be effective upon posting the updated Terms on our website.

17.2 Notice of Changes

For material changes, we will provide notice through:

• Email notification (where contact information is available)
• Discord server announcements
• Website notifications
• In-service notifications

17.3 Continued Use

Your continued use of the Service after changes constitute acceptance of the modified Terms.

18. SEVERABILITY

If any provision of these Terms is found to be unenforceable or invalid, that provision will be limited or eliminated to the minimum extent necessary so that the remaining Terms remain in full force and effect.

19. ENTIRE AGREEMENT

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Nexi Bot LTD regarding the Service and supersede all prior agreements and understandings.

20. ASSIGNMENT

You may not assign or transfer these Terms or your rights hereunder without our prior written consent. We may assign these Terms without restriction.

21. WAIVER

Our failure to enforce any right or provision of these Terms will not constitute a waiver of such right or provision.

22. CONTACT INFORMATION

For questions about these Terms or the Service:

General Inquiries: Email: [email protected]
Website: https://nexibot.uk
Address: 80A Ruskin Avenue, Welling, London, DA16 3QQ

Discord Community: https://discord.gg/nexibot

23. SPECIAL PROVISIONS

23.1 Discord Developer Terms

Our Service operates under Discord's Developer Terms of Service and API Terms. Users acknowledge that Discord's terms also apply to interactions with our Bot.

23.2 Service Interruptions

We will make reasonable efforts to provide advance notice of planned maintenance but may need to interrupt service for emergency maintenance without notice.

23.3 Data Backup

While we implement reasonable backup procedures, users are responsible for maintaining their own backups of critical server configurations and data.

23.4 Beta Features

Some features may be offered in beta or experimental status. Beta features are provided "as is" with additional disclaimers and may be discontinued without notice.

23.5 Community Guidelines

Users are expected to maintain respectful interactions within any official Nexi Bot communities and support channels.

24. ACKNOWLEDGMENT

By using the Service, you acknowledge that you have read these Terms, understand them, and agree to be bound by them. If you do not agree to these Terms, you must not use the Service.

Document Version: 1.0
Effective Date: 05/07/2025
Next Review Date: 05/07/2026
Company: Nexi Bot LTD (Registration: 16502958)
ICO Registration: ZB910034