Terms of Service
Last updated: 10 May 2026
These Terms of Service ("Terms") govern your access to and use of the Strand Support platform and related websites, applications and services (together, the "Service"). By accessing or using the Service you agree to these Terms. If you do not agree, do not use the Service.
1. Who we are
The Service is operated by Strand Support.
Registered address: Strand Support, Room 73, The Mansion House Wrest Park, Silsoe, Bedford.
Questions about these Terms: use the same contact details or support channels shown on our website or that your organisation uses to reach us.
2. The Service
Strand Support provides software and hosting that studios and organisations use to run customer support, ticketing and related workflows. Features may include staff panels, public support portals, integrations and billing tools for platform access. We may change, suspend or discontinue parts of the Service from time to time where we have a fair reason to do so (for example security, legal compliance or product improvement).
3. Who these Terms apply to
Platform customers. If you create or manage an account on behalf of a business or organisation that uses Strand Support, these Terms apply to that use.
End users of a studio. If you contact support or use a portal that a studio runs on Strand Support, that studio’s own terms and privacy information may also apply to your relationship with them. Our Privacy Policy explains how we handle personal data when we operate the platform.
4. Accounts and security
You must provide accurate registration information and keep login credentials confidential. You are responsible for activity under your account except where we have failed to provide reasonable security of our systems. Notify us promptly if you suspect unauthorised access.
You must be legally able to enter a binding agreement in your jurisdiction. If you use the Service on behalf of an organisation, you confirm that you have authority to bind that organisation.
5. Acceptable use
You agree not to:
- Use the Service in violation of law or third-party rights.
- Probe, scan or test the vulnerability of the Service, or bypass security or access controls, except as part of an approved coordinated disclosure programme we agree to in writing.
- Upload or transmit malware, spam, or material that is unlawful, defamatory, invasive of privacy, or infringes intellectual property.
- Overload or disrupt the Service or other users (for example denial-of-service style behaviour).
- Misrepresent your identity or affiliation, or scrape or harvest data from the Service in bulk without permission.
We may investigate suspected abuse and may suspend or terminate access where we reasonably believe these rules are broken.
6. Fees, trials and payment processing
Some plans or features are offered for a fee. Prices, billing cycles and taxes are shown at checkout or in your account where applicable.
Payments for Strand Support subscriptions and related platform charges may be processed by Paddle, which acts as the merchant of record for those transactions. By placing an order you also agree to Paddle’s checkout terms and privacy policy as presented during payment. Strand Support remains responsible for delivering the Service you subscribe to.
If payment fails or an invoice is overdue we may suspend paid features after reasonable notice where contractually allowed.
7. Intellectual property
We and our licensors own the Service, including software, branding, documentation and underlying content we provide. Subject to these Terms we grant you a non-exclusive, non-transferable right to use the Service for your internal business purposes during your subscription or trial.
You retain rights to content you submit. You grant us a licence to host, process and display that content only as needed to provide and improve the Service, enforce security and comply with law.
8. Confidentiality and data
Our Privacy Policy describes how we process personal data. Technical and organisational measures we describe there or in product documentation are part of how we protect customer data.
9. Disclaimers
The Service is provided on an "as is" and "as available" basis. To the fullest extent permitted by law we disclaim implied warranties such as merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the Service will be uninterrupted or error-free.
Nothing in these Terms limits liability that cannot be limited under applicable law, including death or personal injury caused by negligence or fraud.
10. Limitation of liability
Subject to section 9, our total liability arising out of or relating to the Service in any twelve-month period is limited to the fees you paid to Strand Support for the Service in that period (or, if none, one hundred British pounds sterling). We are not liable for indirect or consequential loss, including loss of profits, revenue, goodwill or data, except where such exclusion is not allowed by law.
11. Indemnity
You will defend and indemnify Strand Support against third-party claims and costs arising from your content, your use of the Service in breach of these Terms, or your violation of law or third-party rights, except to the extent caused by our breach or negligence.
12. Suspension and termination
You may stop using the Service at any time. We may suspend or terminate access if you materially breach these Terms, if we must do so for legal or security reasons, or if we wind down the Service with reasonable advance notice.
Sections that by nature should survive (including intellectual property, disclaimers, limitation of liability, indemnity and governing law) survive termination.
13. Changes to these Terms
We may update these Terms by posting a new version on this page and updating the "Last updated" date. If a change is material we will make reasonable efforts to notify you (for example by email or an in-product notice). Continued use after the effective date constitutes acceptance of the updated Terms where permitted by law.
14. Governing law
These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that nothing prevents us from seeking injunctive relief or enforcing judgments elsewhere where appropriate.
15. Miscellaneous
If a provision is found unenforceable the remaining provisions stay in effect. Failure to enforce a provision is not a waiver. You may not assign these Terms without our consent; we may assign them in connection with a merger, acquisition or sale of assets.
These Terms are the entire agreement between you and Strand Support regarding the Service and supersede prior oral or written understandings on that subject.