Effective 10 April 2026
TicketMate is operated by Damien Brandon Bryan (ABN 84 316 477 494), trading as TicketMate ("we", "us", "our"). We provide cloud-based IT helpdesk software to Australian businesses. Our postal address is PO Box 7031, Warrnambool VIC 3280.
By creating an account, accessing the TicketMate platform, or using any part of our service, you agree to be bound by these Terms of Service. If you are accepting on behalf of a company or other legal entity, you represent that you have the authority to bind that entity to these terms.
If you do not agree to these terms, you must not use the service.
These terms apply to all users of the platform, including account administrators, agents, and customers accessing a tenant's support portal.
TicketMate is a multi-tenant IT helpdesk platform that allows organisations ("tenants") to manage support tickets, communicate with their customers, and configure automated workflows. The service is provided on a software-as-a-service basis.
The service is currently available in a beta capacity. During the beta period, features may be incomplete, subject to change, or temporarily unavailable. We will make reasonable efforts to notify you of significant changes. Beta access does not guarantee access to any particular feature in future releases.
Specific features are available depending on the plan you subscribe to. We reserve the right to adjust plan inclusions with reasonable notice. Any features described as "coming soon" are not yet available and are not guaranteed to be delivered by any particular date.
To use TicketMate you must register for an account and provide accurate, complete information. You are responsible for keeping your account details up to date.
You are responsible for maintaining the security of your account credentials. You must not share passwords or allow unauthorised access to your account. You must notify us immediately if you suspect unauthorised access at support@ticketmate.com.au.
We strongly recommend enabling multi-factor authentication on all admin and agent accounts. We reserve the right to require MFA for certain account types in the future.
Each tenant account may have multiple users with different roles: administrators, agents, and customers. As the account administrator, you are responsible for the conduct of all users you invite or allow access to your account.
You must use TicketMate only for lawful purposes and in accordance with these terms. You must not:
We reserve the right to suspend or terminate access to any account that we reasonably believe is in breach of these provisions.
New accounts receive a 14-day free trial with full access to all features included in the selected plan. No credit card is required to start a trial. At the end of the trial period, you must subscribe to continue using the service.
Paid subscriptions are billed monthly or annually in advance, in Australian dollars (AUD). All prices displayed on our website are inclusive of GST where applicable.
Payments are processed by Stripe. By providing payment details you agree to Stripe's terms of service. We do not store your full card details on our servers.
Subscriptions renew automatically at the end of each billing period. You may cancel at any time through your billing settings. Cancellation takes effect at the end of the current billing period. We do not provide refunds for partial billing periods.
If a payment fails, we will notify you and attempt to collect payment. If payment remains outstanding after a reasonable period, we may suspend or terminate your account and remove your data in accordance with our retention policy.
You retain ownership of all data you upload to or generate within the TicketMate platform ("Your Data"). We do not claim any intellectual property rights over Your Data.
We process Your Data only to provide the service to you, as described in our Privacy Policy. We do not sell Your Data or use it for advertising purposes.
All data is stored on infrastructure located in Australia. Your Data does not leave Australian territory except where you explicitly configure an integration with a third-party service that is located overseas.
You may request an export of Your Data at any time by contacting us. On termination of your account, we will retain Your Data for 30 days before permanent deletion, during which time you may request an export.
You are solely responsible for ensuring that the data you upload and manage through TicketMate complies with all applicable laws, including privacy legislation governing the personal information of your end users.
The TicketMate platform, including its software, design, trademarks, and documentation, is owned by us or our licensors and is protected by Australian and international intellectual property laws. Nothing in these terms grants you any rights in our intellectual property other than the limited right to use the service as described here.
If you provide feedback or suggestions regarding the service, you grant us a perpetual, irrevocable, royalty-free licence to use that feedback without any obligation to you.
We aim to provide a reliable service but we do not guarantee uninterrupted availability. Scheduled maintenance, updates, and circumstances outside our control may result in temporary downtime. We will make reasonable efforts to communicate planned outages in advance.
Support is provided via email at support@ticketmate.com.au. Response times vary by plan. We do not guarantee any specific response or resolution time unless a service level agreement has been separately agreed in writing.
To the maximum extent permitted by law, we exclude all liability for indirect, incidental, special, consequential, or punitive loss or damage, including loss of profits, data, or business opportunity, arising out of or in connection with your use of the service.
Our total aggregate liability to you for any claim arising out of or in connection with these terms or the service is limited to the amount you paid us in the three months immediately preceding the event giving rise to the claim.
Nothing in these terms excludes, restricts, or modifies any right or remedy, or any guarantee, warranty, or other term or condition, implied or imposed by the Australian Consumer Law that cannot lawfully be excluded or limited.
You may cancel your account at any time through your billing settings. On cancellation, your account will remain active until the end of the current billing period, after which access will cease.
We may suspend or terminate your account immediately if you breach these terms, if your account remains past due, or if we reasonably believe continued access poses a risk to the security or integrity of the platform or other users' data. Where possible, we will give you advance notice and an opportunity to remedy the breach.
On termination, your right to access the service ceases immediately. We will retain Your Data for 30 days to allow you to request an export, after which it will be permanently deleted.
These terms are governed by the laws of Victoria, Australia. You submit to the exclusive jurisdiction of the courts of Victoria for any dispute arising under or in connection with these terms.
We may update these terms from time to time. When we make material changes, we will notify account administrators by email at least 14 days before the changes take effect. Continued use of the service after the effective date of updated terms constitutes your acceptance of the changes.
The current version of these terms is always available at ticketmate.com.au/terms.
If you have any questions about these terms, please contact us: