Conditions générales

These terms govern your use of Helpdash ("Helpdash", "we", "us") — a software-as-a-service helpdesk platform available at helpdash.io and on Helpdash-hosted workspaces. By creating an account or using the service you agree to these terms. If you're signing up on behalf of a company, you confirm you have the authority to bind it.

1. The service

Helpdash is a multi-tenant customer-support platform: ticketing (email-to-ticket and an embeddable web widget), and — depending on your plan — live chat, a knowledge base, a customer portal, automation rules, SLA tracking, CSAT surveys, reporting, and integrations. The exact capabilities and usage limits of each plan are listed on the pricing page and enforced in the product.

2. Accounts & workspaces

You're responsible for keeping your credentials confidential and for the activity of the agents you invite. Each workspace is isolated from every other workspace; you are responsible for assigning roles and permissions correctly inside yours.

3. Subscriptions, trials & renewal

Helpdash is sold as a subscription per workspace, billed monthly or yearly at the prices published on the pricing page. Every plan starts with a 14-day free trial (Enterprise includes a 30-day evaluation) — no payment details are required to start a trial, and nothing is charged unless you choose to subscribe.

Paid subscriptions renew automatically at the end of each billing period (monthly or yearly) until cancelled. The renewal charge is the then-current price of your plan; we will notify you in advance of any price change affecting your renewal.

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries related to payments and handles returns. Payments, invoicing, and applicable sales tax/VAT are handled by Paddle; your purchase is also subject to Paddle's terms.

4. Plan changes

You can change plans at any time from your workspace billing screen. Upgrades take effect immediately; downgrades take effect at the end of the current billing period. Where a mid-period change alters what you owe, the difference is handled through Paddle's billing.

5. Cancellation

You can cancel at any time from your workspace billing screen or by emailing support@helpdash.io. Cancellation takes effect at the end of the current billing period: you keep full access until then, and you are not charged again afterwards. There is no early-termination fee. Refunds are described in our refund policy.

After cancellation, your workspace data is retained for 30 days so you can export it, then permanently deleted.

6. Acceptable use

Don't use Helpdash to send spam, harass people, run phishing campaigns, host malware, or process data you have no lawful basis to process. Don't reverse-engineer the product, abuse the API, or attempt to access other workspaces. We may suspend a workspace immediately for safety or legal reasons and will notify you when we do.

7. Service availability

We work to keep the service available and performant, but the service is provided "as is" and we don't guarantee uninterrupted availability. Enterprise plans include an uptime SLA as described in the plan. Planned maintenance is communicated in advance where practical.

8. Your data & confidentiality

You retain ownership of the content you put in your workspace. We treat workspace content as confidential: we do not read it for marketing purposes, train models on it, or share it with third parties beyond the service providers described in our privacy policy.

9. Intellectual property

We retain ownership of the Helpdash software, branding, and documentation. The Helpdash widget served from your domain remains our software, licensed to you for the duration of your subscription.

10. Limitation of liability

To the maximum extent permitted by law, our aggregate liability for any claim related to the service is limited to the fees you paid in the 12 months preceding the claim. We are not liable for indirect, consequential, or punitive damages. Nothing in these terms excludes liability that cannot be excluded under applicable law.

11. Indemnity

You agree to defend and indemnify Helpdash against third-party claims arising from your use of the service in breach of these terms or applicable law.

12. Governing law & venue

These terms are governed by the laws of England & Wales, and disputes are submitted to the exclusive jurisdiction of its courts. Either party may seek injunctive relief in any competent court. Nothing in this clause affects consumer rights that apply mandatorily in your country of residence.

13. Changes to these terms

We may update these terms with 30 days' notice to active workspace admins. If a change materially reduces your rights, you may terminate before the change takes effect.

14. Contact

Helpdash — email: support@helpdash.io.