Terms of Service

These Terms of Service (“Terms”) govern your use of the Incable Helpdesk mobile application and the helpdesk web portal at ticket.incableinternet.com (together, “the Service”), both operated by Incable Internet (Pvt) Ltd. (“Incable”, “we”, “us”). By signing in to the Service, you agree to these Terms.

1. Eligibility and access

The Service is provided exclusively to active customers of Incable Internet. Access is provided when an Incable staff member creates your account. There is no public sign-up. If your subscription with Incable ends, your access to the Service may be discontinued.

2. Account credentials

Your username is assigned by Incable staff. Your initial password is delivered to you by SMS as a five-digit temporary code and must be replaced with a password of your own choosing on first login. Keep your password confidential. You are responsible for activity that takes place under your account until you report a suspected compromise to Incable.

3. Acceptable use

You agree to use the Service only for the legitimate purpose of obtaining and managing technical support for your Incable Internet subscription. You will NOT:

• Upload content you do not have the legal right to share.
• Upload content that is unlawful, harassing, defamatory, obscene, threatening, or that infringes on another person’s rights.
• Attempt to interfere with or compromise the Service’s integrity (for example by probing for vulnerabilities, attempting denial-of-service, or attempting to access other customers’ data).
• Use the Service to send marketing, spam, or any communications unrelated to your support requests.
• Use the Service to communicate medical, legal, or financial advice on behalf of any party.
• Resell, sublicense, or otherwise commercialize the Service.

4. Content you submit

You retain ownership of the tickets, replies, photos, and voice notes you submit. You grant Incable a non-exclusive, royalty-free license to store, process, and display that content for the sole purpose of providing the Service to you.

Incable may retain anonymized copies of your submissions for audit and operational continuity even after your account is deleted, as described in our Privacy Policy.

5. Push notifications

The Service may send you push notifications related to your tickets, scheduled maintenance, and operational announcements. You may turn off notifications in your device settings. The Service does not use push notifications for marketing.

6. Account suspension

Incable may suspend or terminate your access to the Service if:

• You materially breach these Terms.
• Your Incable Internet subscription ends or is terminated.
• We have reasonable grounds to suspect fraudulent activity, security compromise, or harm to other customers.

Where lawful, we will provide reasonable notice before suspension. Emergency suspensions (for example, to contain an active security incident) may be applied without prior notice.

7. Account deletion

You may request deletion of your personal data at any time, in the app or through the web form. Anonymization completes within 30 days. The process is described in detail in our Privacy Policy.

8. Service availability

The Service is provided on a best-effort basis. We do not guarantee uninterrupted availability. We may perform scheduled maintenance, security updates, and feature rollouts that temporarily affect availability. We will use commercially reasonable efforts to minimize disruption.

9. No warranty

The Service is provided “as is” and “as available.” To the maximum extent permitted by Pakistani law, Incable disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement.

10. Limitation of liability

To the maximum extent permitted by Pakistani law, Incable will not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Service. Incable’s total aggregate liability arising from your use of the Service is limited to the amount you have paid Incable under your subscription in the twelve months preceding the claim.

This limitation does not apply to liability that cannot be excluded by Pakistani law (such as liability for fraud or for death or personal injury caused by Incable’s negligence).

11. Changes to these Terms

We may update these Terms from time to time. Material changes are announced inside the app and on the web portal at least 30 days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the updated Terms. If you do not accept the updated Terms, you may stop using the Service and request account deletion.

12. Governing law and disputes

These Terms are governed by the laws of the Islamic Republic of Pakistan. Any dispute arising from these Terms or from your use of the Service is subject to the exclusive jurisdiction of the courts of Karachi, Pakistan.

13. Contact

Questions about these Terms can be sent to noc@incableinternet.com or to Incable’s registered office in Karachi, Pakistan.