Terms of Service

Table of Contents

• 1. Scope and Provider
• 2. Services
• 3. Requirements for Use
• 4. Obligations of Server Operators
• 5. AI Features (LunAI)
• 6. Documentation Import
• 7. Premium, Prices and Term
• 8. Right of Withdrawal for Consumers
• 9. Suspension
• 10. Liability
• 11. Changes to These Terms
• 12. Final Provisions

1. Scope and Provider

These Terms of Service apply to the use of the Discord bot TicketWave, the dashboard at ticketwave.dev and the paid premium features. The provider is Viority Inh. Alessio Carnevale, Emsdettener Str. 10, c/o Postflex #3253, 48268 Greven, Germany, email: business@ticketwave.dev("we"). Further details can be found in the legal notice.

A "server operator" is anyone who sets up TicketWave on a Discord server or manages it through the dashboard. "Members" are people who use TicketWave on a server, for example by opening a ticket.

2. Services

TicketWave is a ticket system for Discord with a dashboard. The basic scope is free, further features are part of Premium. Which features belong to which plan is shown on the premium page at the time of the order. We keep developing TicketWave and may change or discontinue free features. We aim for high availability; TicketWave, however, also depends on Discord and other service providers whose outages we cannot control.

3. Requirements for Use

• You need a Discord account. Discord's terms, including the minimum age set there, apply in addition.
• You may only use the dashboard for servers you are allowed to manage.
• You must not misuse TicketWave, in particular not for unlawful content, spam, harassment, circumventing technical protections or attacks on our systems.

4. Obligations of Server Operators

Server operators decide how TicketWave is used on their server. In particular, they are responsible for

• informing their members that TicketWave and, where applicable, LunAI are used, and pointing them to our Privacy Policy,
• keeping the content they configure (e.g. panel texts, ticket steps, knowledge base entries, rules) lawful,
• not setting up TicketWave in a way that asks members for unnecessary or special category data (Art. 9 GDPR),
• not removing or hiding the AI labelling of LunAI's content.

5. AI Features (LunAI)

• What LunAI is: LunAI is an AI system that uses language models of a third party (OpenAI) to prioritise and summarise tickets, answer them from the knowledge base and check messages for abusive language. The features are off by default and are switched on by the server operator.
• Labelling: Every LunAI message is labelled as AI-generated. Members can request a team member at any time with "I need a human".
• No guarantee of accuracy: AI results may be incomplete or wrong. LunAI's answers are not legal, tax, financial or medical advice and do not replace a review by the support team.
• Human oversight: Knowledge entries learned from tickets are only used after a team member approved them. A blacklist triggered by the AI check only takes effect once a team member confirms it. Server operators are responsible for carrying out these reviews carefully.
• Knowledge base: Server operators are responsible for the content of their knowledge base, as LunAI builds its answers from it. They must not store personal data of third parties or content they are not entitled to use there.
• AI literacy: Server operators make sure that the team members working with LunAI understand how it works and where its limits are (Art. 4 EU AI Act). Our LunAI guide helps with that.
• Prohibited use: LunAI must not be used for practices prohibited under Art. 5 EU AI Act, nor for decisions that significantly affect people without a human making them.

6. Documentation Import

Server operators can import publicly available documentation from which LunAI creates knowledge entries. This reproduces content of the website. Server operators may therefore only import documentation they own or that the rights holder allowed them to use, and confirm this when importing. We respect robots.txt and machine-readable text and data mining reservations (Section 44b German Copyright Act). If there are indications of an infringement, we may remove the import and the entries created from it.

7. Premium, Prices and Term

• Premium is purchased for a single Discord server as a subscription with a monthly, quarterly, half-yearly or yearly term. The contract is concluded when you complete the order in the Stripe checkout.
• The prices shown in the checkout apply. They include statutory VAT where applicable. Payment is made in advance via Stripe.
• The subscription renews for the chosen term unless it is cancelled before the end of the term. You can cancel at any time with effect at the end of the current term, e.g. through the customer portal in the dashboard or by email to business@ticketwave.dev.
• Premium obtained through vote coins or gifts is free of charge and ends when the respective period expires.

8. Right of Withdrawal for Consumers

9. Suspension

In the event of significant or repeated violations of these terms, we may suspend TicketWave for a server or an account in whole or in part. We take the legitimate interests of those affected into account and inform them where possible and permitted. We refund fees already paid for a running subscription on a pro rata basis if the suspension is not based on a culpable violation.

10. Liability

• We are liable without limitation for intent and gross negligence, for injury to life, body or health, under the German Product Liability Act and to the extent of any guarantee given.
• In the event of a slightly negligent breach of an essential contractual obligation, the fulfilment of which makes the proper performance of the contract possible in the first place and on whose compliance you may regularly rely, liability is limited to the foreseeable damage typical for the contract.
• Otherwise, liability for slight negligence is excluded.

11. Changes to These Terms

We may change these terms with effect for the future if the legal situation or TicketWave changes. We announce changes affecting a running premium subscription at least four weeks before they take effect. They only apply if you agree to them; otherwise the subscription continues under the previous terms until the end of the current term.

12. Final Provisions

The law of the Federal Republic of Germany applies, excluding the UN Convention on Contracts for the International Sale of Goods. For consumers, this choice of law only applies insofar as it does not deprive them of the protection granted by mandatory provisions of the law of the country of their habitual residence. Should any provision be invalid, the remaining provisions remain in effect.

Version: September 23, 2026