Terms of sale and use

This translation is provided for information: in case of any difference, the French version prevails.

Version 2026-09+1325384f4379 of the terms, accepted when each account is created since the operator validated it.

1. Purpose

These terms govern access to and use of Tikivio, an online support request management service published by FACILICLIC (the “operator”), by subscribing organisations and their users.

2. The service

Tikivio lets you receive and handle requests (e-mail, widget, portal, entry by an agent), follow end customers, schedule tasks, and track deadlines and escalations. Features are described on the Features and Docs pages; they may evolve, without removing a paid feature during a current period.

3. Account and organisation

Creating an account requires a valid, verified e-mail address. Each organisation is run by one or more organisation administrators, who are responsible for the users they invite and the settings they choose. Each user keeps their credentials confidential; two-factor authentication is recommended and can be made mandatory for administrators.

An account that is not attached to any organisation and that nobody has signed in to for 12 months is deleted, after two e-mail notices sent 30 days and then 7 days before the deletion; signing in during that time is enough to keep it. An account attached to an organisation is not affected for as long as that attachment lasts; deleting the organisation does not delete the account, which then falls under the rule above.

An account whose e-mail address has never been confirmed, and that is attached to no organisation and to no pending invitation, is deleted 7 days after it was created, without notice: no e-mail is sent to an address nobody has confirmed. Signing up again remains possible. A person who receives a confirmation request for an account they did not create can say so from the page opened by the link in that e-mail: the account is then deleted.

The name of an organisation cannot contain a web address or an e-mail address. When it contains the name of a brand, a bank or a public body, or letters from an alphabet other than the Latin one, the person is warned before the organisation is created and can choose another name. If they keep it, the organisation is created and its members can use it, but its portal and its widget only open once the operator has approved that name, and until then the e-mails Tikivio sends on its behalf to third parties carry a neutral name; the organisation is told so in the application. This check protects the public against impersonation (section 8 bis); it does not grant the organisation any right to that name. The name of an organisation cannot be changed after it is created.

4. Trial

A new organisation gets a 14-day trial with no credit card and the capabilities of the Pro plan, within the limits of the next paragraph. If no subscription is taken out when it ends, the organisation moves to the Free plan (section 4a); if the same account already has an organisation on that plan, it becomes read-only for 30 days — its data stays available and can be exported, and subscribing remains possible — after which its closure is scheduled (section 11).

The trial comes with limits. Organisations are counted on the account that created them: handing over the administrator role changes nothing. An account can have only one trial running at a time, and at most 2 organisations that are not subscribed to a paid plan (5 as soon as one of its organisations is subscribed). One e-mail address — the variants of a single mailbox count as one address — gives access to at most 2 trials over 12 months, and one company domain name to 3 trials over the same period; the operator can lift that last limit on request. Closed organisations count: an organisation closed without ever having paid an invoice keeps its place for 12 months after it was created. A trial followed by a subscription is no longer counted among the trials of the address or of the domain name. Beyond these limits, no new trial is opened, and a message says so, with the date from which a trial becomes possible again when it is known. During the trial, the organisation’s storage is limited to 2 GiB; its plan’s ceiling applies from its first payment.

4a. Free plan

The Free plan is not offered at sign-up. An organisation moves to it automatically, with no payment or invoice, when a trial ends without a subscription or at the end of the paid period after a cancellation; never after a payment default (section 7). An account can only have one organisation on this plan.

• Its limits are those shown on the Pricing page. Nothing is deleted when moving to this plan: items above its limits (agents, administrators except the longest-standing one, connected mailboxes) are frozen.
• Individual support on this plan is limited to billing, security and personal data questions, with no stated time (section 9a); the FAQ and the documentation remain available. It includes at most 500 platform e-mails per month, a “Powered by Tikivio” notice on the widget and the portal, and a message presenting Tikivio below the footer of the e-mails sent to its requesters (section 5a).
• An organisation on this plan without a sign-in by a member or a new request for 12 months is deleted, after e-mail notices to its administrators 30 days and then 7 days before the deletion, which offer an export of its data; invoices are kept for accounting obligations.
• The organisation can subscribe to a paid plan at any time.

5. Plans and prices

Plans, their limits and their monthly prices per organisation, excluding VAT, are those shown on the Pricing page when you subscribe or change plan. The catalogue is versioned: an organisation stays on the version it subscribed to until it changes plan.

Applicable VAT is added on each invoice.

5a. Tikivio notice in e-mails

The e-mails that Tikivio sends to requesters on behalf of the organisation — acknowledgement of receipt, agent reply, participant notice, including when they leave through the fallback sending — carry below their footer a short Tikivio notice, depending on the plan:

• Free plan: a two-line message presenting Tikivio and its free trial, placed only in an e-mail addressed to the requester who opened the request themselves and wrote in it; other recipients — a participant, the requester of a request created on their behalf by an agent, even if they reply to it later, or an address passed on by the organisation’s website without proof — receive the signature line described below;
• trial and paid plans: the signature line “Powered by Tikivio — create your own help desk too: tikivio.com”, with a link to the Tikivio website. A paid option will allow it to be removed after the launch of the service; as long as it is not offered on the Pricing page, this line appears in these e-mails.

This notice is the same for all recipients of the same category, in the language of the e-mail: it contains no image, pixel or tracking parameter, and no requester data goes into its text (article 4 of the data processing agreement). E-mails addressed to the organisation’s members — account, billing, notifications — do not carry it.

6. Billing and payment

• The subscription is monthly, on an anniversary date: the period starts when the subscription is paid and renews on the same day each month.
• Online payment is not open yet. Until it is open, no paid plan can be subscribed to, even where these terms provide for subscribing; the Subscription page of the application says so. Each monthly period comes with an invoice.
• The invoice for the first period — a subscription, or a restart after read-only access or after a subscription has ended — is issued when the payment is received, which it records: no invoice is issued for an unpaid subscription.
• The subscription is payable in advance: the invoice for each renewal is due no later than the start date of the period it covers (or on issue if it is issued later). No discount is granted for early payment.
• An upgrade takes effect immediately; the price difference prorated over the remaining days is added to the next renewal, after being shown and confirmed.
• A downgrade takes effect at the next renewal; no data is deleted, items beyond the new ceilings are frozen.

7. Failed payments

If a renewal payment fails, the organisation has 7 days from the renewal date to settle it, with e-mail reminders on the renewal date, after 3 days and after 6 days; during that time, the period resumes from the renewal date. Otherwise it becomes read-only until payment, which starts a new period invoiced when the payment is received. A subscription payment that does not go through is not a payment default: nothing is owed. Without payment within 30 days of becoming read-only, the closure of the organisation is scheduled (section 11).

The full schedule of a payment default that is not settled is as follows; days are counted from the renewal date of the unpaid renewal:

1. Day 0 to day 7 — time to settle. The service stays complete. Reminders are sent by e-mail on the renewal date, then 3 days and 6 days later, to the organisation’s billing address or, failing that, to its administrators.
2. Day 7 — read-only access, for 30 days. Data stays available and can be exported; creating and replying are refused; the collection of mailboxes stops (uncollected messages stay with the organisation’s e-mail provider). The invoice for the unpaid renewal is cancelled by a credit note. A payment during these 30 days restores the service and starts a new period, invoiced when the payment is received. A reminder is sent to the administrators and to the billing address 7 days before the end of that period.
3. Day 37 — closure scheduled, for 30 days. The administrators and the billing address receive an e-mail giving the deletion date, then a reminder 7 days before that date. Export remains possible. An administrator may cancel that closure once only, for 7 days, in order to subscribe.
4. Day 67 — deletion. The organisation’s data is deleted, whether or not an invoice remains due, except invoices kept for accounting obligations and the items listed by the data processing agreement (Article 11 of that agreement).

These dates are the earliest possible: each step is applied by the first automatic run after it falls due. The closure is never scheduled less than 7 days after the reminder announcing it is sent; the other reminders do not move any date.

Any late payment makes due, from the day after the due date and without any reminder, late payment penalties at the ECB rate (most recent refinancing operation) plus 10 percentage points, and a fixed indemnity for recovery costs of 40 euros (Articles L441-10 and D441-5 of the French Commercial Code).

8. Usage limits

Each plan sets limits (active agents, connected mailboxes, storage, new requests per month, translated characters). Administrators are warned at 80% and 100%. Going over is never charged automatically: an addition beyond a limit is refused, and new requests beyond the monthly volume are kept in a review queue.

Independently of plan limits, safety limits protect the service and its users against abuse. They cap in particular sign-ups, sign-in attempts, the creation of organisations across the whole platform, the e-mails Tikivio sends for an organisation (invitations, verification codes, notifications, fallback e-mails), the requests submitted through the widget and the portal, and the rate of requests sent to the service. Their values depend on the organisation’s situation — trial, Free plan or paid plan; they are not contractual commitments, and the operator may lower them without notice for the security of the service. Invoices and subscription e-mails are never held back by these limits. When a limit holds back e-mails of an organisation, its administrators are informed in the application, which states what is held back and, when it is known, the date sending resumes. An organisation can ask support for the values applied to it.

An organisation subscribed to a paid plan can declare a small number of IP addresses of its offices: the limits counted per Internet connection are raised there, never removed. It declares only addresses it uses itself; the operator may remove a declaration, and a declaration stops applying as soon as the organisation is no longer in a paid period.

8a. Prohibited uses and measures

It is prohibited to use Tikivio — its e-mails, its widget, its portal, its attachments or any other means of the service — for:

• phishing, or any attempt to obtain credentials, means of payment or personal data by deception;
• sending unsolicited e-mails, in bulk or to people who have no relationship with the organisation;
• impersonating the name, the brand or the identity of a third party — a bank, a public body, a company or a person;
• storing or distributing illegal content or malicious software;
• circumventing the safety limits (section 8), the plan limits or the trial rules, in particular by multiplying accounts, addresses or organisations.

In the event of a breach, the operator may take, depending on the seriousness of the facts, one or more of the following measures: limit or stop the e-mails Tikivio sends for the organisation; close its widget; withdraw content, which becomes inaccessible to everyone; suspend the organisation, which becomes read-only; block it for abuse; deactivate an account; terminate the subscription. In the event of manifest abuse, blocking and withdrawal are immediate, without notice. Termination for abuse gives rise to no refund of the current period.

One measure is automatic. When recipients report as spam, to their e-mail service, invitations or fallback e-mails that Tikivio sent for an organisation that is not subscribed to a paid plan, or when a high share of the addresses it has them sent to do not exist, the sending of its invitations, of its fallback e-mails and of its verification codes to new addresses is suspended automatically, until the operator lifts the measure, even if the organisation subscribes to a paid plan in the meantime; a person whose address is already confirmed with that organisation still receives their code. When such complaints or non-existent addresses concern the verification codes of its widget, whose recipients are chosen by its visitors, only the sending of its codes to new addresses is suspended automatically, for a limited time after which it resumes by itself. When such complaints or non-existent addresses multiply across the whole platform, the invitations and the verification codes of organisations that are not subscribed to a paid plan may be held back temporarily; the application tells them so. The invitations and the verification codes of an organisation subscribed to a paid plan are never cut off in this way, unless a measure taken before it subscribed has not yet been lifted. Fallback sending follows a rule of its own, which applies to every organisation, whatever its plan: it is suspended automatically for an organisation whose recipients complain or whose addresses do not exist, and for all organisations when complaints multiply, until the operator restores it. A report submitted through the form or by e-mail triggers no measure by itself: the operator examines it.

Blocking for abuse goes further than suspension (read-only access), and a payment does not lift it. While it lasts, the organisation’s widget and portal are closed, its attachments are accessible to its members only, its e-mails no longer go out — except its invoices and credit notes, the e-mails about its subscription, the e-mail that states the reasons and the e-mails Tikivio sends to its members about their own account (address confirmation, forgotten password) — and its mailboxes are no longer collected (uncollected messages stay with its e-mail provider). Its members can sign in, read-only, and read the reason and how to appeal; its administrators can still export its data, except withdrawn content. If no appeal is upheld within 30 days of the block, the organisation’s closure is scheduled and its data is deleted 30 days later, unless it is kept as evidence (Article 11 of the data processing agreement). While the block lasts, a closure already scheduled can only be cancelled by lifting the block, and nothing is deleted before the end of the appeal period.

The reason for any measure taken against an organisation is sent by e-mail to its administrators, no later than when it takes effect: that e-mail states the measure, the facts, the clause applied and how to appeal. An appeal is made by writing to support (section 9a), whatever the plan; the operator reviews the measure and lifts it as soon as it is no longer warranted.

Anyone can report a prohibited use or illegal content to the operator, through the “Report abuse” form or at abuse@tikivio.com. The operator reads each report within 1 business day and decides what action to take within 3 business days of receiving it (Monday to Friday, excluding public holidays in France); it informs the reporter of its decision when they left an e-mail address. The form displays a report number, to be kept; e-mails received at that address get no automatic acknowledgement.

9. Availability

The operator uses reasonable means to keep the service available and secure, monitors it constantly and may interrupt it for maintenance. No numeric availability rate is promised.

9a. Support

The operator answers, in French or English, support requests sent to support@tikivio.com or through the application’s “Support” button, Monday to Friday from 9 am to 6 pm (Paris time), excluding public holidays. For paid plans and during the trial, the time shown on the Pricing page — 2 business days — is a target time for the first reply: it is not a commitment to a resolution time. On the Free plan and for an organisation in read-only mode, support is limited to billing, security and personal data questions, with no stated time; the FAQ and the documentation remain available. Support covers the use of the service and its billing; it does not include configuring the service on the organisation’s behalf, individual training or work on other vendors’ tools.

10. Organisations’ data

Data entered or received by an organisation belongs to it. An administrator can export the organisation’s data at any time. That export remains open to the administrators of an organisation blocked for abuse (section 8a), without the withdrawn content. Above 2 GiB of attachments, the export does not contain them: they are handed over on written request, under the data processing agreement (Article 11).

For the personal data of its requesters and end customers, the organisation is the controller and the operator acts as a processor, under the data processing agreement, which forms an integral part of these terms. That agreement is accepted, on behalf of the organisation, by the person who creates it; it sets out in particular the rules that apply to sub-processors, data breaches and the end of the service.

The processing for which the operator is itself the controller (accounts, billing, security, support) is described in the privacy policy.

11. Cancellation and closure

• Cancellation takes effect at the end of the paid period; the service stays complete until then. The organisation then moves to the Free plan (section 4a), unless the same account already has an organisation on that plan: it then becomes read-only for 30 days, its data remaining available and exportable, after which its closure is scheduled.
• When an organisation is read-only after the end of its trial, of a cancelled period or of an unsettled payment default (section 7), the collection of its mailboxes stops. It has 30 days to subscribe or export its data, with a reminder 7 days before the end of that period; its closure is then scheduled and its data is deleted 30 days later, after another reminder 7 days before the deletion, whether or not an invoice remains due. Export remains possible until the deletion. An administrator may cancel that closure once only, for 7 days, in order to subscribe.
• Closing an organisation, requested by an administrator, can be undone for 30 days; the data is then deleted, whether or not an invoice remains due, except invoices kept for accounting obligations and the items listed by the data processing agreement (Article 11 of that agreement).
• The operator may suspend or block an organisation, or terminate its subscription, for a breach of these terms, under section 8a: the reason is sent by e-mail and an appeal is open.

12. Liability

Each party is liable for the direct damage it causes. The operator’s liability is limited to the amounts paid by the organisation over the last twelve months.

The Free plan is provided as is, with no service level commitment.

13. Changes to the terms

Any new version is brought to organisations’ attention before it comes into force; its number appears at the top of this page. An amendment of the data processing agreement is notified by e-mail to the administrators at least 30 days before it takes effect and is subject to their acceptance, except for updates to the list of sub-processors, which are governed by Article 7 of that agreement (notice 30 days beforehand and right to object).

14. Governing law and disputes

These terms are governed by French law. Failing an amicable settlement, any dispute shall be brought before the competent courts of the place of the operator’s registered office.

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