Privacy Policy

Effective: 29.09.2025

Last Updated: 29.04.2026

1. Introduction

I am comitted to protecting your data. This Privacy Policy explains how we collect, use, and share information when you use Ticketon services, including our Discord bot and web dashboard (the “Service”).

2.Summary

We do not collect any personal data with the bot or dashboard. We use all information provided by you while using the Service solely to provide and improve the Service. We do not sell or share your data with third parties except as necessary to provide the Service or comply with legal obligations.

All metadata (not content) of messages in your server will be used, processed to provide the Service, and may be stored.

We may use third-party services for hosting, analytics, and payment processing. These providers are bound by confidentiality and data protection obligations. We may update this Privacy Policy from time to time. Continued use of the Service after changes means acceptance of the updated policy.

3. Use of the website and dashboard

Only the data that you actively save by clicking “Save …” after modifying your configuration is stored together with your personal data on Sapphire’s website or dashboard. This is necessary to provide Sapphire’s services. Your personal data is not stored or tracked automatically.

4. Use of the Discord bot within Discord

When using Ticketon in your Discord server, you allow LukeZ to see and process all of your server’s information Sapphire has access to.

4.1 Transcripts

When a ticket is closed, Ticketon generates a transcript of the ticket channel. This transcript includes all messages, attachments (images are embedded into it), and metadata (timestamps, user IDs, etc.) from the ticket channel.

This transcript is sent into a ticket log channel if configured and may be sent to the author of the ticket, no other copies.

4.2 Brand features

When you enable features that access or display your server’s metadata (such as server’s name and icon), you grant Ticketon a non-exclusive right to use those assets, for any reasons, including but not limited to marketing purposes.

5. Use of Ticketon’s Unlimited features

When you subscribe to Ticketon’s paid “Unlimited” plan, additional data is collected and processed to manage your subscription. This includes:

Payment information: We use Paddle to process payments. Paddle collects and processes your payment details, such as credit card information and billing address. We do not store your full payment details.
Subscription status: We store your subscription and customer ID to manage your access to paid features.

Please refer to Paddle’s Privacy Policy and Terms for more information on how they handle your data.

6. Use of Message Content Intent

The bot uses the “Message Content Intent” to read the content of messages in ticket channels to provide the ticketing functionality.

This intent is required for the bot to read and log messages in ticket channels, generate transcripts, and provide features. The bot does not store or process message content outside of ticket channels, and message content is only used to provide the ticketing functionality.

Message content is not stored, only processed and not shared with anyone.

7. Data Retention

7.1 Guild Data

We retain guild data (settings, configurations) as long as you use Ticketon in your server. If you remove the bot from your server, we will retain this data for 7 days to allow for reinstallation. After this period, guild data will be deleted.

If you wish to delete your guild data immediately after removing the bot, please enable this setting in the dashboard before removing the bot.

7.2 User Data

The access token will expire after seven days, but it may be stored for a longer period. Please be advised that if no updates are made to your data for a period of one year, it will be deleted.

Should you wish to request the immediate deletion of your user data, please send an email to contact.lukez@proton.me.

Please be advised that any direct messages you send to the bot will result in the collection of new data.

7.3 Transcript Data

Transcripts of closed tickets are not stored on our servers, but are uploaded to a Discord channel if configured, and may be sent to the ticket author.

8. Cookies

We use cookies on our website to keep you logged into website. A cookie is a small piece of data that our website stores on your computer, and accesses each time you visit so we can keep you logged in.

If you do not wish to accept cookies from us, you may instruct your browser to refuse them from our website. Please note that we may be unable to provide you with some of your desired services without them. Please note that this policy only covers the use of cookies between your computer and our website. It does not cover the use of cookies by any third-party services we use on our site.

9. Children’s Privacy

This website does not knowingly collect personal information from children. If you are a parent or guardian and you believe your child is participating in an activity involving personal information on our website without your consent, please contact us at contact.lukez@proton.me. We will not use the contact information you provide for marketing or promotional purposes.

10. Limits of this Policy

This Privacy Policy does not apply to the practices of third parties that we do not own or control, including but not limited to third-party services we use for hosting, analytics, and payment processing.

Our website may contain links to external sites that are not operated by us. Please be aware that we do not control the content or policies of these sites and cannot accept responsibility or liability for their privacy practices.

11. User Surveys and Feedback Forms

From time to time, we may conduct voluntary feedback surveys to improve Ticketon. Participation is entirely optional.

What we collect: Survey responses may include your self-reported role (e.g. admin, manager, or end user), your answers to questions about features and satisfaction, and your Discord user ID to prevent duplicate submissions and understand which user segments are responding. It can also be that your country of residence is collected — the reason is simply to better understand our user base and to improve localization of the bot. If you choose to provide it, your email address may also be collected so we can follow up on your feedback. In the future, optional contact details may be requested but will never be required to submit a response.

How it is processed: Surveys are hosted by Tally.so, which acts as our data processor. Please refer to Tally’s Privacy Policy for information on how they handle your data on their end.

Legal basis: Processing is based on your freely given consent (GDPR Art. 6(1)(a)), which you provide by submitting the form. You may withdraw consent at any time by requesting deletion of your response. This can only be done, if you provided information that allows us to identify your response (e.g. Discord user ID or email address). If you did not provide any identifiable information, we will not be able to delete your response upon request.

Retention: Survey responses are retained only as long as needed to analyze and act on the feedback, and no longer than 12 months after collection. You may request early deletion by contacting us via the usual channels listed in Section 13.

12. Data Retention and Backup Practices

We retain your personal data only for as long as necessary to provide our services and comply with legal obligations under applicable data protection laws, including GDPR.

12.1 Backup Storage

Your data is included in our automated backup system stored securely with Cloudflare R2 object storage, located in Western Europe. Our backup retention schedule follows a tiered approach:

0-31 days: Daily backups retained
32-180 days: Monthly backups retained
Beyond 180 days: Backups are automatically and permanently deleted

Technical Limitation - Full Database Backups: Our backup system creates complete database snapshots using mongodump. Due to the technical nature of this backup method, we cannot selectively delete individual user or server records from existing backup files.

Deletion Requests and Backup Data: When you request deletion of your personal data under GDPR Article 17 (Right to Erasure), we will immediately delete your data from our active production systems. However, copies of your data may remain in backup files for up to 180 days until those backups are automatically purged according to our retention schedule.

Data “Beyond Use” Commitment: While your data may technically exist in backup files during this period, we commit to placing it “beyond use” as recognized by data protection authorities including the UK ICO. This means:

Backup data will never be used for operational purposes
If we restore a backup to production systems, your previously deleted data will be immediately re-deleted automatically after the system has gone live
Backup files are held solely for disaster recovery and are not accessible for any other purpose
All backups are securely stored and access is strictly controlled

This approach is consistent with guidance from European data protection authorities, which recognize that selective deletion from full database backups is technically not feasible.

13. Your Rights and Responsibilities

As a user, you have the right to know how your data is collected and used. You have the right to know what data we collect about you and how we process it. You have the right to correct or update your personal information and request that it be deleted.

You may restrict or object to our use of your data while retaining the right to use your personal information for your own purposes. You have the right to opt out of your data being used for decisions based solely on automated processing.

Please contact us by opening a ticket in our Discord Server or by sending an email to contact.lukez@proton.me, if you have any concerns or questions about how we handle your data and personal information.