Legal
These Terms and Conditions (“Terms”) govern your access to and use of Helplexa (the “Service”).
Helplexa is operated by Help Technologies Limited, a company registered in England and Wales with company number 16794762, trading as Helplexa (“we”, “us”, “our”).
We provide the Service online. While our company is registered in England and Wales, we also operate the Service from within the United Kingdom (including Northern Ireland).
2.1. These Terms apply to you if you create an account, subscribe, install our widget, or otherwise use the Service (“Customer”, “you”).
2.2. If you use the Service on behalf of a business, you confirm you have authority to bind that business, and “you” refers to the business.
2.3. If you are a consumer (not acting in the course of business), some clauses (e.g., liability limits) may not apply to the extent prohibited by law, and you may have additional statutory rights.
2.4. The Service is available online and may be accessed from outside the United Kingdom. You are responsible for ensuring your use of the Service is lawful where you access it from. We may restrict or refuse access in certain countries or regions where required by law.
4.1. You must provide accurate and complete information and keep it updated.
4.2. You are responsible for:
4.3. You must notify us promptly at support@helplexa.com if you suspect unauthorised access.
5.1. The Service includes: a live chat widget, multi-channel messaging (including social media integrations), conversation history, agent inbox, team management, bot/automation features, and mobile applications for iOS and Android.
5.2. We may update, change, suspend, or discontinue features to improve the Service, comply with law, or prevent abuse. We will try to give reasonable notice where practicable.
6.1. You must use the Service lawfully and in accordance with these Terms.
6.2. You must not (and must not allow others to):
6.3. We may suspend or terminate accounts involved in abuse, security risk, or illegal activity.
6.4. You must comply with any applicable export controls, sanctions, and other laws that apply to your use of the Service and any data you submit.
7.1. Plans, features, limits, and pricing are described on our website and/or in-app checkout.
7.2. Trials / free plans: If you offer a free trial, access may be limited and may require a payment method. Unless you cancel before the trial ends, your subscription converts to a paid plan and charges begin.
7.3. Billing cycle: Subscriptions are billed monthly in advance.
7.4. Taxes: Prices may exclude VAT unless stated otherwise. You are responsible for applicable taxes and for providing valid billing details.
7.5. If you are located outside the UK, you may be responsible for local taxes (such as GST, sales tax, or similar). Where required, we (or our payment processor) may calculate and charge applicable taxes based on your billing location and information you provide.
8.1. Auto-renewal: Paid plans renew automatically unless cancelled before the renewal date.
8.2. Cancellation: You can cancel in your account settings or by contacting support. Cancellation stops future renewals; you may retain access until the end of the current paid period unless we state otherwise.
8.3. Upgrades: Upgrades may take effect immediately and may charge a pro-rated amount for the remainder of the billing period (or as shown at checkout).
8.4. Downgrades: Downgrades typically apply at the next billing date and may reduce features/limits immediately where necessary for compliance with plan limits.
8.5. No “pause”: subscriptions cannot be paused.
9.1. General rule: Fees are non-refundable and we do not provide refunds or credits for partial periods, unused usage, downgrades, or cancelled accounts, except where required by law.
9.2. Discretionary refunds: We may (but are not obliged to) issue goodwill refunds at our sole discretion.
9.3. Chargebacks: If you initiate a chargeback without first contacting us to resolve a billing dispute, we may suspend your account while the dispute is investigated.
10.1. Your Plan may include limits (e.g., seats/users, conversations, storage, retention, automation usage).
10.2. We may enforce limits via technical controls, throttling, or feature restrictions.
10.3. If you exceed limits, we may require an upgrade, apply overage charges (if offered), or temporarily restrict usage to protect platform stability.
11.1. You retain ownership of Customer Data.
11.2. You grant us a limited licence to host, process, and display Customer Data to provide and improve the Service, prevent abuse, and comply with law.
11.3. You are responsible for Customer Data you and your End Users submit and for ensuring you have the right to collect and share it with us.
12.1. The Service integrates with third-party platforms including Shopify, Wix, WooCommerce, WordPress, Instagram, and Facebook Messenger and others. By enabling an integration, you authorise us to access the relevant data from that platform (for example, your Shopify product catalogue) solely to provide the Service.
12.2. If you install the Helplexa app from the Shopify App Store, Shopify's Partner Program Agreement and policies also apply to your use of that app. We access only the permissions granted during installation (product data, script tags). If additional permissions are required in future, you will be prompted to reauthorise the integration.
12.3. When you uninstall or disconnect an integration, we will delete the associated access credentials and integration data promptly. For platform integrations such as Shopify, deletion is processed upon receipt of the platform's data removal notification, which may be sent up to 48 hours after uninstallation.
12.4. Third-party services are governed by their own terms and privacy policies. We are not responsible for third-party outages, changes, or failures.
13.1. We implement reasonable administrative, technical, and organisational measures to protect the Service.
13.2. No system is 100% secure. You acknowledge residual risk.
13.3. We are not responsible for breaches caused by:
13.4. If we detect a security risk, we may suspend access, rotate keys, or require corrective action.
14.1. We aim to provide a reliable service, but we do not guarantee uninterrupted or error-free operation.
14.2. Maintenance may occur with or without notice where necessary.
14.3. Support is available via email at support@helplexa.com. We aim to respond to enquiries as promptly as possible. Response times may vary depending on volume and complexity.
15.1. We own all rights in the Service, including software, code, UI, branding, and documentation, except Customer Data.
15.2. You may not copy, modify, distribute, sell, or lease any part of the Service except as allowed by these Terms.
Each party may receive confidential information from the other. You agree to keep our confidential information confidential and use it only to use the Service.
17.1. We may suspend or terminate your access to the Service immediately, without prior notice, if:
17.2. We reserve the right to suspend or restrict any account at our sole discretion where we have reasonable grounds to believe that continued access would be harmful or contrary to these Terms, applicable law, or the interests of other users of the Service.
17.3. You may terminate by cancelling your subscription. Upon termination, your right to use the Service ends and data retention terms in section 18 apply.
17.4. We are not liable for any loss or damage arising from a suspension or termination made in good faith under this section.
17A.1. Payment failure: If a payment fails or is not received, we will notify you and attempt to collect payment. If payment remains outstanding for more than 4 days, we may restrict access to the Service for all users on your workspace, including any team members you have added, until the outstanding amount is settled or you choose to downgrade to the Free plan.
17A.2. Downgrade on non-payment: If you choose to downgrade to the Free plan rather than pay the required amount, the following will apply automatically:
17A.3. Responsibility for team members: You are responsible for informing your team members of any changes to access resulting from payment failure, plan changes, or account suspension. We are not liable for any loss, disruption, or inconvenience suffered by you or your team members as a result of access being restricted or removed under this section.
17A.4. Reinstatement: Access can be fully reinstated at any time by settling any outstanding balance and returning to a paid plan, subject to availability of your previous configuration. We do not guarantee that all previous settings, team members, widgets, or integrations will be automatically restored following a downgrade.
18.1. Conversation history retention depends on your Plan:
18.2. After the retention period expires, conversation data is deleted or anonymised automatically.
18.3. If you close your account, we will delete your Customer Data within 30 days, except where we are required to retain records for legal, tax, fraud prevention, or dispute resolution purposes (typically up to 6 years for billing records).
18.4. You may request early deletion of your data by contacting support@helplexa.com. We will action deletion requests within 30 days subject to any legal retention obligations.
19.1. The Service is provided “as is” and “as available.”
19.2. We do not warrant that the Service will meet all requirements, be uninterrupted, or be error-free.
20.1. Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded by law.
20.2. Subject to 20.1, we are not liable for: indirect, consequential, special, or punitive losses; loss of profits, revenue, business, goodwill, or data; or business interruption.
20.3. Liability cap (B2B): To the maximum extent permitted by applicable law, our total aggregate liability to you for all claims of any kind arising out of or in connection with the Service — whether in contract, tort (including negligence), breach of statutory duty, or otherwise — shall not exceed the lower of: (a) the total fees actually paid by you to us in the one calendar month immediately preceding the event giving rise to the claim; or (b) £100. This cap applies regardless of the number of claims, the nature of the loss, or whether we have been advised of the possibility of such loss. If you have paid no fees in the relevant period, our liability is limited to £10.
20.4. You are responsible for backing up your own data where necessary.
20.5. If you are a consumer, nothing in these Terms affects your statutory rights, and we do not exclude or limit liability where it would be unlawful to do so.
You agree to indemnify us against claims, losses, and expenses arising from your Customer Data, your use of the Service, or your breach of these Terms, including claims brought by End Users.
We may update these Terms from time to time. If changes are material, we will take reasonable steps to notify you (e.g., in-app notice or email). Continued use after changes take effect means you accept the updated Terms.
23.1. If you are using the Service on behalf of a business (B2B), these Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) are governed by the laws of England and Wales.
23.2. If you are a business customer, the courts of England and Wales have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms.
23.3. If you are a consumer, these Terms are still governed by the laws of England and Wales, but this does not affect any mandatory rights or protections you may have under the laws of the country (or part of the UK) where you live. You may also be entitled to bring proceedings in your local courts.
© 2026 Help Technologies Limited (trading as Helplexa)
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