Terms of Service

Nexus is built and operated by Joe Kane, a sole trader based in the United Kingdom (“Nexus”, “we”, “us”, “our”). These Terms of Service (the “Terms”) are a legally binding agreement between us and you — and, where you use Nexus for an organisation, that organisation (“you”, “your”).

They govern your access to and use of the Nexus software, the licensing and update service that powers it, and this website (together, the “Service”). By creating a subscription, activating a licence, or otherwise installing or using Nexus, you confirm that you have read, understood and agree to these Terms. If you do not agree, do not use the Service.

• “Software” — the Nexus application you host and run yourself (server, web, desktop, mobile and Zendesk app builds), including updates we make available.
• “Licence Service” — the hosted service we operate that issues, validates and renews licence keys and serves update metadata.
• “Subscription” — a paid plan (e.g. Starter, Pro or Enterprise) purchased through our checkout.
• “Licence Key” — the cryptographically signed key, and the activation token used to obtain it, that unlocks the features of your plan.
• “Your Data” — the helpdesk, telephony and related content the Software reads and displays on your own infrastructure.
• “Deployment” — one installation of the Software operated by your organisation.

Nexus is self-hosted. You install and run the Software on infrastructure you control, and it connects directly to your helpdesk and other systems from there. Your Data is processed on your own infrastructure and is not sent to, stored by, or accessible to us. You are responsible for provisioning, securing, backing up and operating your Deployment, including access control, network security and the credentials you connect.

What we operate is the Licence Service and this website. To issue and validate your licence and to check for updates, your Deployment exchanges a small amount of licensing and operational information with the Licence Service, as described in our Privacy Policy.

You must be at least 18 years old and able to form a binding contract. If you accept these Terms or use the Service on behalf of an organisation, you represent that you are authorised to bind that organisation, and references to “you” include it. You are responsible for the acts and omissions of anyone who uses your Deployment.

Subject to your compliance with these Terms and, where the relevant features require it, an active Subscription or trial, we grant you a limited, non-exclusive, non-transferable, non-sublicensable, revocable licence to install and use the Software for your own internal business operations, for the number of Deployments and within the limits of your plan. Features gated to a higher plan unlock only while a corresponding Licence Key is active. The demo provider and any features expressly offered free may be used without a Subscription, subject to these Terms.

Nexus is proprietary software licensed, not sold. Except to the extent this restriction is prohibited by law or expressly permitted in writing by us, you must not, and must not allow any third party to:

• copy, distribute, resell, rent, lease, sublicense, host as a service for third parties, or otherwise make the Software available to anyone outside your organisation;
• modify, translate, adapt or create derivative works of the Software, or decompile, disassemble or reverse-engineer it, or attempt to derive its source code;
• circumvent, disable, tamper with or bypass the licensing, activation, telemetry, feature-gating or update mechanisms — including forging, sharing or reusing Licence Keys or activation tokens;
• remove, obscure or alter any copyright, trademark or other proprietary notices;
• use the Software to build a competing product, or benchmark it for that purpose, without our written consent; or
• use the Service in breach of section 15 (Acceptable use).

A separate licence file ships with the Software; where it adds detail, both apply together.

Your activation token and Licence Keys are credentials. Keep them confidential — anyone who holds them can unlock paid features. You are responsible for all activity under your Subscription and for securing the admin access to your Deployment. Tell us promptly at [email protected] if you believe a key has been exposed or misused, and we will help you rotate it.

Paid plans are billed in advance on a recurring monthly or annual basis through our payment processor, Stripe. By subscribing you authorise us, via Stripe, to charge your payment method for the plan you choose and each renewal until you cancel. Current prices are on our pricing page and are shown in pounds sterling (GBP).

Prices are exclusive of VAT and any other taxes or duties, which will be added where we are required to charge them. You are responsible for any taxes arising from your use other than taxes on our income. We may change our prices for future billing periods; we will give reasonable notice and the change takes effect on your next renewal. Plan changes (upgrades/downgrades) are handled through the billing portal and pro-rated by Stripe where applicable.

We may offer a free trial or a built-in demo mode with sample data so you can evaluate Nexus. Trials are provided for evaluation only and may be limited, changed or withdrawn. Unless stated otherwise, a paid Subscription begins (and billing starts) when you activate a licence, not when a trial ends. Demo mode unlocks features for evaluation and is not a grant of those features for production use.

Your Subscription renews automatically at the end of each billing period unless cancelled. You can cancel at any time from the Stripe billing portal (linked in the app and in your emails). Cancellation stops future renewals; your licence remains active until the end of the period you have already paid for, after which paid features lock and the Software continues to run in its unlicensed state.

Except where required by law (including any statutory cancellation rights you may have as a consumer) or expressly stated by us in writing, fees already paid are non-refundable and we do not provide refunds or credits for partial periods or unused time.

If a payment fails, we may attempt to collect it again and notify you (dunning). If a Subscription lapses, is charged back, or is found to be fraudulent, or if you materially breach these Terms, we may revoke the associated Licence Keys and tokens and suspend issuance of new ones. Because licence checks are designed to keep working briefly offline, a revocation or change may take a short time (typically within the hour) to take effect across your Deployment. Suspension or revocation does not relieve you of fees properly due.

From time to time we may offer a feature as beta or early access, and it will be clearly marked as such in the app and on this site (for example, Switchboard is offered as a public beta). Beta features are provided “as is” for evaluation, may be incomplete or change, and may be modified or withdrawn at any time without liability. Do not rely on a beta feature for anything you can’t afford to have change.

Nexus connects to third-party services you choose — for example your helpdesk or telephony provider — and we use Stripe for payments, Resend for transactional email, and Google’s tag (Google Analytics) and Microsoft Clarity on this website to measure how our adverts and campaigns perform and how the site is used. Your use of those services is governed by their own terms and privacy policies, and they are responsible for their own platforms. We are not responsible for third-party services, their availability, or changes they make to their APIs, and we do not endorse them by supporting an integration.

Because Nexus is self-hosted, we do not act as a processor of your helpdesk content — it stays on your infrastructure. The limited information we do handle to run the Licence Service (billing and licensing records, optional telemetry, and any problem report you choose to send) is described in our Privacy Policy, which forms part of these Terms. Telemetry is minimal, honestly described, and can be switched off. You are the controller of Your Data and are responsible for handling it lawfully, including any notices or consents your own users require.

You agree not to, and not to permit anyone to:

• use the Service unlawfully, or in breach of any applicable law, regulation or third-party right;
• infringe intellectual property or privacy rights, or connect data you don’t have the right to use;
• probe, scan, overload, disrupt or attempt to gain unauthorised access to the Licence Service, this website, or their infrastructure (legitimate, good-faith security research disclosed to us under our security policy excepted);
• introduce malware, or use the Service to transmit unlawful, harmful or infringing content; or
• attempt to circumvent licensing, usage limits or access controls.

The Software and the Service, including all source code, designs, text, graphics, the Nexus name and logo, and all related intellectual property rights, are and remain owned by Joe Kane (or our licensors). These Terms grant you a licence to use the Software, not any ownership of it, and no rights are granted except as expressly set out here. The “Nexus” name and marks may not be used without our permission.

If you send us feedback, ideas or suggestions, you grant us a perpetual, worldwide, royalty-free licence to use them to improve the Service, with no obligation to you.

We may release updates, new features, and changes to the Software and the Licence Service, and we may modify, deprecate or remove features over time. We aim to keep the Licence Service available and reliable, but it is provided without a guaranteed uptime commitment unless separately agreed in writing. Because the Software runs on your own infrastructure, its availability is ultimately your responsibility; brief Licence Service interruptions are designed not to interrupt a correctly-configured Deployment.

To the maximum extent permitted by law, the Service is provided “as is” and “as available”, without warranties or conditions of any kind, whether express, implied or statutory, including any implied warranties of satisfactory quality, fitness for a particular purpose, accuracy, or non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or that it will meet your requirements. Nothing in these Terms excludes or limits warranties or rights that cannot be excluded or limited under applicable law.

To the extent permitted by law, you will defend, indemnify and hold us harmless from any claims, losses, liabilities and reasonable costs (including legal fees) arising out of or related to your Deployment, Your Data, your use of the Service in breach of these Terms, or your violation of any law or third-party right.

Nothing in these Terms limits or excludes our liability where it would be unlawful to do so — including liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited under applicable law (and, if you are a consumer, your statutory rights are unaffected).

Subject to that, to the maximum extent permitted by law: (a) we will not be liable for any indirect, incidental, special or consequential loss, or for loss of profits, revenue, business, goodwill, anticipated savings, or loss or corruption of data, however arising; and (b) our total aggregate liability arising out of or in connection with the Service, whether in contract, tort (including negligence) or otherwise, is limited to the greater of the total fees you paid to us in the twelve (12) months before the event giving rise to the claim, or £100.

These Terms apply for as long as you use the Service. You may stop using the Software and cancel your Subscription at any time. We may suspend or terminate your access and revoke Licence Keys if you materially breach these Terms (and fail to fix a fixable breach within a reasonable time after notice), if required by law, or if continuing would expose us or others to harm or legal risk. On termination, your right to use the Software and any paid features ends. Sections that by their nature should survive — including 6, 8 (for amounts due), 11, 14, 16, 18, 19, 20, 22 and 25 — survive termination.

Non-public information we share about the Service (including unreleased features, beta access and security details) is confidential. You agree to use it only to use the Service as permitted and not to disclose it, except where it is or becomes public through no fault of yours, or where disclosure is required by law.

We are not liable for any delay or failure to perform caused by events beyond our reasonable control, including outages of upstream providers (such as hosting, payment or email providers), internet failures, acts of government, or other force-majeure events.

We may update these Terms from time to time. The “last updated” date above shows when. For material changes we will take reasonable steps to let you know (for example, a notice on this page or by email). Changes are not retrospective, and your continued use of the Service after they take effect constitutes acceptance. If you don’t agree to a change, your remedy is to stop using the Service and cancel.

These Terms and any dispute or claim arising out of or in connection with them or their subject matter (including non-contractual disputes) are governed by the laws of England and Wales, and you and we submit to the exclusive jurisdiction of the courts of England and Wales. If you are a consumer, you may also have the benefit of mandatory provisions of the law of your country of residence, and nothing here affects your rights as a consumer to rely on those. Before starting formal proceedings, please contact us so we can try to resolve things directly.

These Terms, together with the Privacy Policy, the licence file shipped with the Software, and any order you place, are the entire agreement between us about the Service and supersede any prior understanding. If any provision is found unenforceable, the rest remain in effect and the provision will be applied as closely as possible to its intent. Our failure to enforce a right is not a waiver of it. You may not assign or transfer these Terms without our consent; we may assign them to a successor of our business. There are no third-party beneficiaries. Notices to you may be given in the app or by email; notices to us should go to the address below.

Questions about these Terms? Get in touch.