Terms of Service

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer", "User") and Pivetra, operated by Abhishek Jalan, Munich, Bavaria, Germany ("Pivetra", "we", "us"). These Terms govern your access to and use of the Hiver Ticket customer support platform and all related services, APIs, and software (collectively, the "Services").

By registering an account, clicking "I agree", or using the Services, you accept these Terms in full. If you are using the Services on behalf of a company or organisation, you represent that you have authority to bind that entity. If you do not agree, you must not use the Services.

Responsible service provider: Pivetra, operated by Abhishek Jalan, Munich, Bavaria, Germany.

E-Mail: [email protected] | Support: support.pivetra.com

This information will be updated to include UG registration details (Handelsregister, HRB number, USt-IdNr.) once formally completed.

To use the Services you must:

• Be at least 18 years of age or the legal age of majority in your jurisdiction.
• Provide accurate, complete, and current registration information.
• Maintain the confidentiality of your credentials and be responsible for all activity under your account.
• Notify us immediately at [email protected] of any suspected unauthorised use.
• Not share or transfer your account without our prior written consent.

Hiver Ticket is a SaaS-based customer support ticketing platform enabling teams to manage, track, assign, and resolve customer enquiries. Features include shared inboxes, ticket assignment, status tracking, reporting dashboards, and integration capabilities.

We reserve the right to modify or discontinue features with at least 30 days' prior notice for material changes.

You must not use the Services to:

• Process special categories of personal data (Art. 9 GDPR) without explicit written agreement.
• Send spam, conduct phishing, or distribute malware.
• Circumvent security or access controls.
• Reverse-engineer, decompile, or disassemble the platform.
• Infringe intellectual property, privacy, or other rights of third parties.
• Resell or sublicence the Services without prior written approval.
• Process data of children under 16 without verifiable parental consent.
• Violate GDPR, German TMG, UWG, BDSG, or any applicable EU/German law.

Personal data is processed in accordance with GDPR and BDSG. Where Pivetra processes personal data on your behalf, Pivetra acts as data processor and you act as data controller. A Data Processing Agreement (DPA / AVV) must be concluded prior to processing. Request at [email protected].

All data is stored and processed exclusively in data centres in Germany. No transfers outside the EEA without adequate safeguards per GDPR Chapter V.

All IP rights in the Services - software, code, design, trademarks, logos, documentation - are owned by or licensed to Pivetra. You retain full ownership of your Customer Data and grant Pivetra only the limited licence necessary to provide the Services.

Paid subscriptions are billed in advance. Pricing is at pivetra.com/pricing-plans. Invoices comply with Section 14 UStG. EU business customers: reverse charge may apply.

Overdue payment: we may suspend access after 14 days' written notice.

Pivetra is fully liable for intentional misconduct (Vorsatz), gross negligence (grobe Fahrlassigkeit), and damages to life, body, or health.

For ordinary negligence (einfache Fahrlassigkeit) relating to a material contractual obligation (Kardinalpflicht), liability is capped at total fees paid in the 12 months preceding the event.

No liability for indirect, consequential, or lost-profit damages except in cases of intentional misconduct, or for outages caused by force majeure or third-party services beyond our control.

Either party may terminate at the end of the billing period with written notice. Pivetra may suspend or terminate immediately for material breach uncured within 14 days.

Upon termination, Customer Data is available for export for 30 days, then securely deleted.

These Terms are governed by the laws of the Federal Republic of Germany, excluding CISG. Place of jurisdiction: Munich, Germany.

EU consumers may use the EU ODR platform: https://ec.europa.eu/consumers/odr. Pivetra is not obligated to participate in ADR under Section 36 VSBG.

Material changes are notified 30 days in advance by email. Continued use after the effective date constitutes acceptance.

Questions: [email protected] | support.pivetra.com