Terms of Service

Version 2026-09-26 · Last updated: 26 September 2026

These Terms govern your use of Overdesk ("Overdesk", "we", "us"). By creating a workspace or using the service you agree to these Terms and to our Privacy Policy. If you are agreeing on behalf of an organisation, you confirm you are authorised to bind it.

1. What Overdesk does

Overdesk connects to your helpdesk (Help Scout, Zendesk, Intercom, or FreeScout) and drafts suggested replies and reports using AI. It can also read from knowledge sources you connect, and from a store, billing, or licensing account you connect, so that a draft can answer from what your team already knows.

Overdesk drafts replies for your team, and it sends a reply to your end customer itself only if sending is turned on for your workspace. That takes two steps: we enable sending for your workspace, and an admin of your workspace turns it on. Either of us can turn it off at any time. While sending is on, Overdesk sends only the replies your workspace's guardrail rules approve, and only on a helpdesk where the product supports sending. Every other reply stays a draft or a note for your team. While sending is off, a member of your team reviews and sends every reply.

One qualification, because it is yours to control rather than ours. FreeScout is self-hosted, and an older version of its API and Webhooks module may not recognise an unsent draft reply and may publish it instead. Overdesk does not send that draft, but the result can reach your customer whether or not sending is turned on. This affects only the unsent draft reply; the internal note Overdesk leaves by default is unaffected on every version, and the product names the module version we believe to be the minimum at the point where you would turn draft replies on. See the Security page.

2. Your account

You are responsible for the accuracy of your account information, for keeping your credentials and API keys secure, and for all activity under your workspace. You must be at least 18 and use Overdesk for business purposes.

3. Your data and your customers' data

You retain all rights to the data you connect to Overdesk, including your helpdesk conversations. You grant us the limited licence needed to process that data to provide the service. For personal data within it, you are the controller and we are your processor — see the Privacy Policy. You are responsible for having a lawful basis to send that data to Overdesk and for telling your own customers how their data is handled. We process that personal data only as your processor, on your instructions, as described in the Privacy Policy.

4. Bring your own AI key

Overdesk generates drafts using an Anthropic API key you provide. Your use of Anthropic through Overdesk is also subject to your agreement with Anthropic. You are responsible for the costs and terms of your own AI provider account. We are not responsible for changes to, or the availability of, third-party AI services.

5. Acceptable use

You agree not to: use Overdesk to break the law or infringe others' rights; attempt to access other workspaces' data; probe, overload, or reverse-engineer the service except as permitted by law; or use it to send unlawful, deceptive, or harmful content. You are responsible for what your team does with the drafts Overdesk produces, and, if your workspace turns sending on, for the replies Overdesk sends under your workspace's guardrail rules.

6. AI output — no warranty of accuracy

Drafts, sent replies and reports are generated by AI and may be wrong, incomplete, or inappropriate. They are not advice. A draft is a suggestion for a person to review, and you are solely responsible for reviewing it and deciding whether to send it. If your workspace turns sending on, you are responsible for that choice and for the guardrail rules that decide which replies Overdesk sends without a person reviewing them first. To the maximum extent permitted by law, the service is provided "as is" without warranties of any kind.

7. Fees

Paid plans are billed through Stripe on the terms shown at checkout. Fees are non-refundable except where required by law. We may change pricing with notice; changes apply to the next billing period.

8. Termination

You may delete your workspace at any time from Settings; deletion removes your account and support content promptly, subject to the retention exceptions in the Privacy Policy, and cancels any active subscription. We may suspend or terminate access for breach of these Terms or to comply with law, with notice where practicable.

9. Limitation of liability

To the maximum extent permitted by law, Overdesk is not liable for indirect, incidental, or consequential damages, or for lost profits or data. Our total liability for any claim relating to the service is limited to the greater of the amount you paid us in the 12 months before the claim or US$100. Nothing in these Terms limits liability that cannot be limited by law.

10. Changes to these Terms

We may update these Terms. Material changes bump the version above and require you to accept again the next time you sign in. The date in the version is the effective date.

11. Governing law

Overdesk is available internationally. Nothing in these Terms removes the protection of the mandatory consumer or data-protection laws of the country you are in, which continue to apply to you.

Contact: hello@overdesk.io