1. Introduction
This Privacy Policy describes how Ticketly ("we," "our," or "us") collects, uses, and protects your personal information when you use our Discord bot service and related websites.
We are committed to protecting your privacy and being transparent about our data practices. This policy explains:
- What information we collect and why
- How we use and protect your information
- Your rights regarding your personal data
- How to contact us with privacy concerns
Privacy First: We only collect data necessary to provide and improve our service. We never sell your personal information to third parties.
3. How We Use Information
We use your information for the following purposes:
Service Provision
- Operating and maintaining the Ticketly bot
- Processing and managing support tickets
- Providing automated responses and routing
- Enabling premium features and functionality
- Generating analytics and reports
Communication
- Sending service notifications and updates
- Responding to support requests
- Providing customer service assistance
- Sending important security notifications
Improvement and Development
- Analyzing service usage to improve features
- Developing new functionality
- Debugging and fixing technical issues
- Conducting research and analytics
Legal Compliance
- Complying with applicable laws and regulations
- Enforcing our Terms of Service
- Protecting against fraud and abuse
- Responding to legal requests
4. Information Sharing
We do not sell, trade, or rent your personal information to third parties. We may share information in the following limited circumstances:
Service Providers
We work with trusted third-party service providers who help us operate our service:
- Cloud hosting and infrastructure providers
- Payment processing services
- Email and communication services
- Analytics and monitoring tools
Legal Requirements
We may disclose information when required by law or to:
- Comply with legal processes or government requests
- Enforce our Terms of Service
- Protect the rights and safety of our users
- Investigate potential violations or abuse
Business Transfers
In the event of a merger, acquisition, or sale of assets, user information may be transferred as part of the transaction.
Important: All third parties we work with are contractually required to protect your information and use it only for specified purposes.
5. Data Security
We implement comprehensive security measures to protect your personal information:
Technical Safeguards
- Encryption of data in transit and at rest
- Secure server infrastructure and access controls
- Regular security audits and vulnerability assessments
- Multi-factor authentication for administrative access
- Automated monitoring and threat detection
Operational Security
- Limited access to personal data on a need-to-know basis
- Regular employee training on privacy and security
- Incident response procedures
- Regular backup and disaster recovery testing
Data Breach Response
In the unlikely event of a data breach, we will:
- Investigate and contain the incident promptly
- Notify affected users within 72 hours
- Report to relevant authorities as required
- Take steps to prevent future incidents
6. Data Retention
We retain your information only as long as necessary to provide our service and comply with legal obligations:
Active Accounts
- Account information: Retained while account is active
- Ticket data: Retained for service functionality
- Usage analytics: Aggregated and anonymized after 12 months
- Communication logs: Retained for 2 years for support purposes
Inactive Accounts
- Account data deleted after 12 months of inactivity
- Anonymous usage data may be retained longer
- Financial records retained as required by law
- Users notified before account deletion
Legal Requirements
Some information may be retained longer to comply with legal obligations, resolve disputes, or enforce agreements.
7. Your Rights
You have several rights regarding your personal information:
Access and Portability
- Request a copy of your personal data
- Export your ticket and conversation history
- Receive data in a machine-readable format
Correction and Updates
- Update your account information
- Correct inaccurate personal data
- Modify your communication preferences
Deletion and Restriction
- Delete your account and associated data
- Request deletion of specific information
- Restrict processing of your data
Objection and Withdrawal
- Object to processing for marketing purposes
- Withdraw consent for data processing
- Opt out of non-essential communications
Exercising Your Rights: Contact us at privacy@ticketly.bot to exercise any of these rights. We'll respond within 30 days.
8. Cookies & Tracking
We use cookies and similar technologies to improve your experience:
Types of Cookies
- Essential: Required for basic website functionality
- Analytics: Help us understand website usage
- Preferences: Remember your settings and preferences
- Security: Protect against fraud and abuse
Third-Party Services
We may use third-party analytics services that set their own cookies:
- Google Analytics (with anonymized IP addresses)
- Discord API for authentication
- Payment processor cookies for transactions
Managing Cookies
You can control cookies through your browser settings, but this may affect website functionality.
9. International Transfers
Our service may involve transferring your information to countries outside your jurisdiction:
- We use cloud providers with global infrastructure
- All transfers comply with applicable privacy laws
- Appropriate safeguards are in place for international transfers
- We ensure adequate protection regardless of location
10. Children's Privacy
Our service is designed to comply with children's privacy laws:
- We do not knowingly collect information from children under 13
- Users aged 13-17 should have parental permission
- Parents can request deletion of their child's information
- We implement age-appropriate privacy protections
If you believe we have collected information from a child under 13, please contact us immediately.
11. Policy Changes
We may update this Privacy Policy from time to time. When we do:
- We'll update the "Last Updated" date
- Notify users of material changes via email or service notification
- Provide 30 days notice for significant changes
- Archive previous versions for reference
Continued use of our service after changes become effective constitutes acceptance of the updated policy.