- Acceptance of Terms
- About Helpdash
- Account Registration
- Subscription Plans & Billing
- Payment Processor
- Acceptable Use
- Customer Data & Privacy
- Intellectual Property
- Confidentiality
- Service Availability
- Suspension & Termination
- Limitation of Liability
- Disclaimers
- Indemnification
- Modifications
- Governing Law & Jurisdiction
- Dispute Resolution
- Force Majeure
- Severability
- Entire Agreement
- Contact
1. Acceptance of Terms
These Terms of Service ("Terms") form a binding agreement between you ("Customer", "you", or "your") and Helpdash Ltd, a company registered in England & Wales ("Helpdash", "we", "us", or "our"), and govern your access to and use of the Helpdash platform, websites, mobile applications, APIs, and related services (collectively, the "Service").
By signing up for an account, clicking a button or checkbox indicating acceptance, accessing the Service, or otherwise indicating your assent, you agree to be bound by these Terms. If you do not agree, you must not access or use the Service.
You must be at least 18 years of age (or the age of majority in your jurisdiction, whichever is greater) to register for and use the Service. By creating an account you represent and warrant that you meet this requirement and that, where you are accepting on behalf of an organisation, you have authority to bind that organisation to these Terms. Each Helpdash workspace ("tenant") corresponds to one legal entity; one account per legal entity is permitted unless we expressly agree otherwise in writing.
2. About Helpdash
Helpdash is a multi-tenant Software-as-a-Service ("SaaS") platform that provides customer-support tooling, including but not limited to: ticket management, live chat, embeddable widgets, a public knowledge base, workflow automation, custom domain hosting for support portals, role-based access control, and a programmatic API.
The features available to you depend on the subscription plan you choose. We may add, modify, or remove features over time as part of our normal product evolution. Material changes that remove or substantially degrade features you rely on will be communicated in advance in accordance with Section 15 (Modifications).
3. Account Registration
To use the Service you must create an account and provide accurate, current, and complete information. You are responsible for keeping your account information up to date and for the accuracy of that information.
You are responsible for all activity that occurs under your account, including activity by users you invite or authorise. You must keep your credentials (passwords, API keys, OAuth tokens) confidential. You may not share your credentials with any third party. You agree to notify us immediately at security@helpdash.io if you suspect any unauthorised use of your account or any other breach of security.
We may suspend or restrict access to an account if we have a reasonable belief that the account has been compromised, is being used to compromise another account, or is being used in a manner that materially breaches these Terms. Where possible, we will notify the account owner before taking such action.
4. Subscription Plans & Billing
Helpdash is offered on a subscription basis. We may also offer a free trial of paid plans. The features, usage limits, and pricing of each plan are set out on our pricing page and may be updated from time to time.
Unless otherwise stated, paid subscriptions renew automatically at the end of each billing cycle (monthly or annual) until cancelled. You may cancel your subscription at any time from within your dashboard; cancellation takes effect at the end of the then-current billing period and you will retain access to paid features until that date.
You may upgrade or downgrade your plan at any time. Upgrades take effect immediately and the price difference is pro-rated and charged at the time of the change. Downgrades take effect at the end of the then-current billing period.
We may change the price of any plan or introduce new fees from time to time. We will give you at least thirty (30) days' advance notice of any price increase via in-app notification and email to the address on file. Price changes take effect at the start of your next billing cycle on or after the effective date. If you do not agree to the new price you may cancel your subscription before the change takes effect.
Subscription fees are non-refundable except as expressly set out in our Refund Policy or as required by applicable law.
5. Payment Processor
Payments are processed by Paddle.com Market Limited acting as our Merchant of Record. By making a purchase from Helpdash, you also agree to Paddle's Buyer Terms and Privacy Notice. Paddle handles tax calculation and collection, refunds, and payment disputes for all transactions.
Helpdash does not store your full payment-card details on our own systems. Where we display invoice or transaction information inside your dashboard, that information is provided by Paddle through their authorised integration. Receipts and tax invoices are issued by Paddle in their capacity as Merchant of Record.
6. Acceptable Use
You agree not to use the Service, and not to permit anyone using your account to use the Service:
- to violate any applicable law, regulation, or third-party right;
- to send unsolicited bulk communications (spam), phishing messages, or any other deceptive or fraudulent communication;
- to impersonate any person or entity, or to misrepresent your affiliation with any person or entity;
- to upload, store, or transmit content that is unlawful, defamatory, obscene, harassing, or that infringes any intellectual property right;
- to upload, store, or transmit malware, viruses, ransomware, or any other harmful code;
- to interfere with, disrupt, or attempt to gain unauthorised access to the Service, our infrastructure, or any other customer's data;
- to scrape, mirror, or systematically extract data from the Service except via our supported APIs and within the rate and volume limits of your plan;
- to reverse-engineer, decompile, or otherwise attempt to derive the source code of the Service except to the extent expressly permitted by applicable law;
- to resell, sublicense, lease, or otherwise commercially exploit the Service except as expressly permitted in these Terms or under a separate written agreement with us; or
- to circumvent the usage, rate, or storage limits of your plan, including by creating multiple accounts to evade limits.
We may investigate any suspected violation of this Section 6 and may suspend or terminate accounts that we reasonably determine to be in breach. Severe violations (such as use of the Service to host child sexual abuse material, to distribute malware, or to facilitate illegal activity) will result in immediate suspension and may be reported to law enforcement.
7. Customer Data & Privacy
"Customer Data" means all data, content, and materials submitted to or processed through the Service by you, your end users, or any third party acting on your behalf. As between you and Helpdash, you retain all right, title, and interest in and to the Customer Data.
Where Customer Data includes personal data, you are the data controller and Helpdash is the data processor. We process Customer Data only on your documented instructions, as necessary to provide the Service, and as required by applicable law. Our processing of personal data is described in our Privacy Policy. A Data Processing Agreement ("DPA") is available on request and is included by reference in these Terms for customers who have signed it.
You grant Helpdash a non-exclusive, worldwide, royalty-free licence to host, copy, transmit, display, and process Customer Data solely as necessary to provide and improve the Service, to prevent or address technical or security issues, and to comply with our legal obligations.
8. Intellectual Property
The Service, including all software, source code, documentation, designs, logos, trademarks, and other materials comprising it, is the property of Helpdash Ltd and its licensors and is protected by intellectual-property laws. Except for the limited rights expressly granted to you in these Terms, no rights in or to the Service are granted to you.
Customer Data remains your property as set out in Section 7. Feedback, suggestions, or improvement ideas you choose to share with us are provided to us on a non-confidential, royalty-free basis and may be used by us without restriction or obligation.
We may collect and use anonymised, aggregated usage analytics derived from your use of the Service to operate, secure, and improve the Service. Such analytics will not identify you, your end users, or any individual person.
9. Confidentiality
Each party may receive non-public information of the other party in connection with the Service ("Confidential Information"). Each party agrees: (a) to use the other party's Confidential Information only for the purpose of performing or receiving the Service; (b) to protect that Confidential Information using at least the same degree of care it uses to protect its own confidential information of similar sensitivity, and in no case less than reasonable care; and (c) not to disclose that Confidential Information to any third party except on a need-to-know basis under confidentiality obligations no less protective than those in this Section.
These obligations do not apply to information that: (i) is or becomes publicly known through no fault of the receiving party; (ii) was rightfully known to the receiving party prior to receipt; (iii) is rightfully received from a third party without confidentiality obligations; or (iv) is required to be disclosed by law or court order, provided that the receiving party gives prompt notice (where legally permitted) so the disclosing party may seek a protective order.
10. Service Availability
We target a monthly uptime of 99.5% for paid plans, measured against the availability of the core ticket and chat APIs and excluding planned maintenance, force-majeure events, customer-caused issues, and beta features. Uptime is offered as a best-effort target; no service level credit is provided unless expressly agreed in a separate written service-level agreement.
The free plan is provided "as available" with no uptime target.
We will use commercially reasonable efforts to schedule planned maintenance during low-traffic windows and to provide at least forty-eight (48) hours' advance notice via in-app banner or email. Emergency maintenance may be performed without prior notice where required to address a security or stability incident.
11. Suspension & Termination
We may suspend or terminate your access to the Service (in whole or in part) if:
- you materially breach these Terms (including the Acceptable Use Policy in Section 6) and fail to cure that breach within fourteen (14) days of written notice (where the breach is reasonably curable);
- your account is past due on payment for more than fourteen (14) days following our dunning notice;
- we reasonably believe that continued provision of the Service to your account presents a security, legal, or reputational risk to us or to other customers; or
- required to do so by law, regulation, or court order.
You may terminate your subscription at any time from within your dashboard. Termination takes effect at the end of the then-current billing period unless you request immediate termination, in which case no pro-rated refund is given (see the Refund Policy).
Following termination of your account, you will have a thirty (30) day window to export your Customer Data via the in-product export tools or our API. After that window, we will delete your Customer Data from our active systems within a further sixty (60) days, subject to: (a) the retention periods set out in our Privacy Policy for backups and tax records; and (b) any legal obligation requiring us to retain specific data for longer.
12. Limitation of Liability
To the maximum extent permitted by applicable law:
- Neither party will be liable to the other for any indirect, incidental, special, consequential, exemplary, or punitive damages, including lost profits, lost revenue, lost data, lost goodwill, or business interruption, even if advised of the possibility of such damages;
- Our aggregate liability to you under or in connection with these Terms, whether in contract, tort, or otherwise, will not exceed the greater of (a) one hundred US dollars (US $100); or (b) the total fees actually paid by you to Helpdash for the Service during the twelve (12) months immediately preceding the event giving rise to the claim.
Nothing in these Terms excludes or limits either party's liability for: (i) death or personal injury caused by its negligence; (ii) fraud or fraudulent misrepresentation; (iii) any other liability that cannot be excluded or limited under applicable law. Some jurisdictions do not allow the exclusion or limitation of certain damages — in such jurisdictions, the limitations in this Section apply only to the extent permitted by law.
13. Disclaimers
The Service is provided "AS IS" and "AS AVAILABLE" without warranties of any kind, whether express, implied, statutory, or otherwise. To the maximum extent permitted by applicable law, Helpdash disclaims all warranties, including warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, and quiet enjoyment.
We do not warrant that the Service will be uninterrupted, error-free, secure against all attacks, or that defects will be corrected. You acknowledge that the Service depends on third-party infrastructure (including the public internet) and may be subject to delays, outages, and other issues outside our reasonable control.
14. Indemnification
Mutual indemnity. Each party (the "Indemnifying Party") will defend, indemnify, and hold harmless the other party (the "Indemnified Party") from and against any third-party claim, demand, loss, damage, cost, or expense (including reasonable attorneys' fees) arising out of or related to the Indemnifying Party's breach of these Terms or its violation of applicable law in connection with the Service.
Without limiting the foregoing, you agree to indemnify Helpdash for any third-party claim arising from: (a) Customer Data submitted through your account; (b) the manner in which you or your end users use the Service; or (c) any violation of the Acceptable Use Policy by your account.
The Indemnified Party will (i) promptly notify the Indemnifying Party of any indemnifiable claim; (ii) provide reasonable cooperation in the defence; and (iii) allow the Indemnifying Party to control the defence and settlement (provided that no settlement imposes any liability or admission on the Indemnified Party without its consent).
15. Modifications
We may modify these Terms from time to time to reflect changes in our service, in applicable law, or in our business practices. For material changes, we will give you at least thirty (30) days' advance notice via in-app banner and email to the address on file before the change takes effect. Non-material changes (clarifications, typographical fixes, or minor updates that do not adversely affect your rights) take effect on posting.
Continued use of the Service after the effective date of a change constitutes acceptance of the updated Terms. If you do not agree to a material change, you may terminate your subscription before the effective date and we will refund any pre-paid fees for the unused portion of your then-current billing period.
Archived prior versions of these Terms are available on request from privacy@helpdash.io.
16. Governing Law & Jurisdiction
These Terms, and any dispute or claim arising out of or in connection with them or their subject matter (including non-contractual disputes or claims), are governed by and construed in accordance with the laws of England & Wales.
Subject to Section 17 (Dispute Resolution), the courts of England & Wales have exclusive jurisdiction to settle any such dispute or claim, except that we may bring proceedings to enforce our intellectual-property rights in any court of competent jurisdiction.
17. Dispute Resolution
Before initiating any formal legal proceedings, the parties agree to attempt in good faith to resolve any dispute arising under these Terms through written negotiation for a period of at least sixty (60) days following written notice of the dispute. The notice must describe the nature of the dispute, the relief sought, and include the dispute owner's contact details.
If the dispute is not resolved within the negotiation period, either party may pursue its remedies under Section 16. Nothing in this Section prevents either party from seeking urgent equitable relief (such as an injunction) at any time in a court of competent jurisdiction.
18. Force Majeure
Neither party will be liable for any delay or failure to perform under these Terms (other than payment obligations) to the extent that delay or failure is caused by an event beyond that party's reasonable control, including: acts of God, natural disasters, war, terrorism, civil unrest, governmental action, labour disputes, public-health emergencies, failures of the public internet, failures of upstream cloud or telecommunications providers, or denial-of-service attacks (a "Force Majeure Event"). The affected party will give prompt notice of the Force Majeure Event and use commercially reasonable efforts to resume performance as soon as practicable.
19. Severability
If any provision of these Terms is held by a court of competent jurisdiction to be invalid, illegal, or unenforceable, that provision will be modified to the minimum extent necessary to make it enforceable while preserving its intent, or if it cannot be so modified, severed from these Terms. The remaining provisions will continue in full force and effect.
20. Entire Agreement
These Terms, together with our Privacy Policy, our Refund Policy, our Cookie Policy, and any executed Data Processing Agreement or Order Form, constitute the entire agreement between you and Helpdash Ltd concerning the Service and supersede all prior or contemporaneous understandings, communications, and agreements (whether oral or written) on that subject.
No waiver by either party of any breach of these Terms will be deemed a waiver of any subsequent breach. The failure of either party to enforce any right under these Terms will not constitute a waiver of that right. You may not assign or transfer these Terms without our prior written consent; we may assign these Terms in connection with a merger, acquisition, reorganisation, or sale of substantially all of our assets.
21. Contact
Questions about these Terms can be sent to privacy@helpdash.io, or by post to:
Helpdash Ltd
London, United Kingdom
England & Wales