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 [email protected] if you suspect unauthorised access.
4A.1. A Helplexa user account is associated with the individual user and may be used to access more than one workspace where that user has been invited, added, or has created a workspace.
4A.2. A workspace membership is separate from the user's global Helplexa account. Workspace Owners and authorised users may manage workspace access, roles, teams, notification preferences, and related workspace settings, but they do not own or directly control another user's global login identity.
4A.3. A user's login email address is used as part of their global Helplexa account identity. It cannot be changed by another workspace user or workspace administrator. If a person needs to use a different login email for a workspace, the workspace should invite the new email address and remove the old workspace membership when appropriate.
4A.4. Profile details such as name may be used across workspaces connected to the same Helplexa user account. Users are responsible for keeping their own account profile details accurate.
5.1. The Service includes: a live chat widget, multi-channel messaging (including social media integrations), conversation history, agent inbox, team management, knowledge bases, 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.
5A.1. We offer or may offer optional artificial intelligence features, including AI agent widgets, automated replies and related knowledge-source tools ("AI Features"). Availability depends on your Plan and whether we enable the feature. References to AI Features do not guarantee their availability to every Customer.
5A.2. AI-generated responses can be inaccurate, incomplete, outdated, misleading or inappropriate, even when your sources are accurate and safeguards are enabled. They may misunderstand questions, context or languages, invent details or links, or fail to follow instructions. We do not guarantee 100% accuracy, successful resolution of any enquiry, or that every response will comply with your rules or use your sources correctly.
5A.3. You choose and control the information your agents may use, including knowledge-base articles, selected public website pages and any other supported sources, together with your business information and instructions. You must have the necessary rights and lawful basis to supply this information. You are responsible for keeping it accurate, complete, consistent, appropriate and up to date, including prices, availability, policies and links. Website crawling and automatic refresh do not guarantee that every page or change will be discovered, imported or immediately available to an agent.
5A.4. You must test your agents before enabling them for End Users and review their performance regularly while in use, including after changing your business information, sources or instructions. Where you identify errors, you must promptly correct the relevant sources or rules, refresh imported content where appropriate and retest. You must arrange suitable human oversight and a way for End Users to contact your team, and disable or restrict an agent if its responses create an unacceptable risk.
5A.5. You are responsible for deciding whether AI Features are suitable for your business and for reviewing important responses before relying on them or allowing others to rely on them. AI-generated content is not professional advice, a verified statement of fact, or a guarantee by Helplexa. Do not use it as the sole basis for legal, medical, financial, safety-critical or other significant decisions affecting a person. An AI-generated offer, promise or statement does not create an obligation on Helplexa's behalf.
5A.6. You must make clear to End Users when they are interacting with an AI agent and that AI can make mistakes, and provide the privacy information required for your use. You must not remove or obscure any AI disclosure supplied by Helplexa. You remain responsible for your customer relationships, representations, transactions and decisions made using AI-generated responses.
5A.7. We will endeavour to help businesses with agent setup and best practices through the support available under their Plan. Guidance, testing tools, safeguards and support do not certify your content or guarantee future responses. Unless expressly agreed in writing, we do not undertake to review every source or conversation, continuously maintain your knowledge, or supervise your agents on your behalf.
5A.8. Subject to section 20.1 and to the extent permitted by applicable law, we are not responsible for losses arising from inaccurate or inappropriate AI-generated responses, reliance on those responses, or your failure to maintain sources, test agents or provide appropriate oversight. Any liability that remains is subject to section 20, including its applicable limitations. Nothing in this section excludes our obligations or liabilities that cannot lawfully be excluded.
6.1. You must use the Service lawfully and in accordance with these Terms.
6.1A. Your use of the Service must also comply with our Acceptable Use Policy, which forms part of 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. The optional Helplexa Calls introductory trial is separate and does not automatically convert to a paid add-on; see section 7.8.
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.
7.6. Helplexa Calls: Voice and video calls are an optional paid add-on billed with your existing subscription. Included participant-minutes are shared across your workspace and between voice and video calls. Each participant’s connected time counts separately; for example, two participants connected for five minutes use ten participant-minutes.
7.7. Calls pro-rating: If you purchase Calls partway through a billing period, both the charge and included participant-minute allowance are pro-rated for the remaining portion of that period. This also applies whenever you purchase Calls again after cancellation has taken effect. The allowance is based on the remaining billing time, rather than the amount charged after discounts or taxes, and is rounded down to participant-seconds. At the next paid renewal, the full published monthly allowance applies. Unused paid minutes do not carry over into the next billing period.
7.8. Calls introductory trial: Calls requires an active, paid Starter subscription and is not available on the Free plan or during your main Helplexa subscription trial. Eligible workspaces may explicitly start one Calls trial of 60 participant-minutes, shared across the workspace, valid for 30 days from confirmation. Unused trial minutes expire. Reconnecting or purchasing again does not grant another trial. The Calls trial never starts a paid add-on automatically; a separate purchase confirmation is required. Trial usage does not reduce a subsequently purchased paid allowance.
7.9. Calls allowance limits: The standard paid allowance is 1,000 participant-minutes per workspace per monthly billing period, subject to the pro-rating in section 7.7. Each person's connected time counts, including time waiting alone in a call and time connected after rejoining. Calling is limited by the available allowance and calls may end automatically when their permitted time is reached. We do not automatically charge for overage minutes. Available minutes may take time to update while final call usage is confirmed.
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.
8.4A. Calls cancellation and Free-plan downgrade: Cancelling the Calls add-on stops its future renewal; access remains subject to payment, allowance and subscription eligibility until the cancellation takes effect. Downgrading the workspace to Free removes Calls access. Returning to a paid workspace plan after removal does not automatically repurchase Calls or grant a new trial.
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, AI agent widgets and AI resolutions).
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.
10.4. AI resolutions: An AI resolution counts when an agent gives a complete answer to an enquiry and the End User clearly confirms they have been helped, or leaves without requesting further assistance after that answer (an assumed resolution). An unanswered enquiry, greeting, polite thanks or inactivity alone does not count. A resolution is a service usage measure, not a guarantee of accuracy, customer satisfaction or a particular business result.
10.5. Each conversation counts towards your AI resolution allowance at most once. Human handoffs, offline message capture, agent builder tests, and conversations closed for misuse or usage limits do not count as AI resolutions. These exclusions do not remove any separate limits that apply to your Plan or to use of the Service.
10.6. Shared allowances: Included AI resolutions are shared across all AI agents in the workspace, rather than provided separately to each widget. They renew each calendar month in the workspace's configured timezone, independently of your subscription billing date. Unused included resolutions do not carry forward. AI agent widget limits are separate from ordinary chat and bot widget limits. Your applicable limits are shown in your Plan or workspace settings.
10.7. Purchased resolutions: Where available, additional resolution packs are optional one-off purchases at the quantity and price shown at checkout. Included monthly resolutions are used first, followed by purchased resolutions. Unused purchased resolutions carry forward when the monthly allowance renews. Purchased resolutions are tied to the purchasing workspace, cannot be transferred or exchanged for cash, and are subject to section 9 and any rights required by law.
10.8. Resolution packs are available only to eligible paid workspaces, not during a trial. On the first successful transition to paid Starter, a fresh included AI resolution allowance is granted once per workspace; later cancellations, downgrades or upgrades do not repeat this grant. Purchasing resolutions does not grant access to AI Features on an ineligible Plan or where those features are unavailable. If you move to an ineligible Plan, unused purchased resolutions are retained but cannot be used unless the workspace becomes eligible again. When the available allowance is exhausted, AI responses may be restricted until the allowance renews or you purchase additional resolutions. We do not automatically purchase additional AI resolution packs on your behalf.
10.9. Safeguards and fair-use controls may limit, suspend or end AI interactions to manage misuse, excessive activity and service stability, including where an allowance remains available. They do not guarantee that every abusive interaction will be detected or that every enquiry will be answered. You remain responsible for monitoring your agents and providing appropriate customer contact options.
10.10. You can review recorded AI usage in your workspace settings. If you believe a resolution or allowance has been recorded incorrectly, contact [email protected] with the relevant conversation details so we can investigate and correct any confirmed error. Do not include passwords or other sensitive access credentials. Your applicable statutory rights are unaffected.
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.
11.4. If you use Knowledge, you are responsible for creating, updating, publishing, unpublishing, and deleting your knowledge content. You are responsible for its accuracy, legality, confidentiality, and publication settings. Public articles may be accessible to anyone and may appear in search engines if you enable search indexing.
12.1. The Service integrates with third-party platforms including Wix, WooCommerce, WordPress, Instagram, Facebook Messenger, WhatsApp, Slack and others. By enabling an integration, you authorise us to access, receive, process and send the relevant data through that platform solely to provide the Service.
12.2. We access only the permissions granted during installation or connection. 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 or revoke the associated access credentials promptly, subject to any platform-specific deletion or notification process. Disconnecting an integration does not necessarily delete content already sent to, stored by, or retained within the third-party platform. You are responsible for managing that content using the third party's own administration and retention controls.
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.
12.5. The Service may use artificial intelligence and third-party providers to translate messages or assist with multilingual communication. Translations may be inaccurate, incomplete, delayed, or misinterpret context. You are responsible for reviewing translations before relying on them, especially for important, legal, medical, financial, safety-related, or sensitive communications.
12.6. If you enable the Slack integration, authorised users may share customer conversation content, internal notes, identity information, assignment details and conversation status with your Slack workspace. Linked workspace members may also use permitted Slack actions to take over, assign, transfer, reply to, or close Helplexa conversations.
12.7. You are responsible for selecting appropriate Slack channels and recipients, controlling access to your Slack workspace, and ensuring that customer information is shared only with people authorised to receive it. You should verify important conversation actions in Helplexa.
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 [email protected]. 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.2A. Paid integration access during payment problems: Paid integrations, including Helplexa Calls, become unavailable as soon as the workspace subscription is overdue, even during the four-day workspace grace period. New Calls and joining or rejoining Calls are blocked. Access can resume once payment is confirmed and the workspace subscription and integration entitlement are valid; updating a payment card alone does not confirm payment. Previously issued call connections may continue until they end or their permitted time expires.
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 [email protected]. We will action deletion requests within 30 days subject to any legal retention obligations.
18.5. Knowledge is available on the Starter Plan and eligible Starter trials and remains under your control while your Plan includes it. Moving to a Plan without Knowledge permanently deletes your knowledge bases, articles, categories, and associated uploaded assets. You should copy anything you need before changing Plan. Search engines may retain cached copies of previously public content for a period outside our control.
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.
19.3. The AI-specific limitations and Customer responsibilities in section 5A apply to AI Features. Access to knowledge sources, testing tools or support does not remove the possibility of errors. These disclaimers apply only to the extent permitted by applicable law and are subject to section 20.1.
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.
20.6. Subject to sections 20.1 and 20.5, the exclusions and applicable liability cap in this section also apply to claims arising from AI Features, including generated responses and information obtained from knowledge sources.
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.
For AI Features, this includes third-party claims caused by your unlawful or unauthorised source content, misleading business instructions, or failure to comply with section 5A. This indemnity does not apply to the extent a claim is caused by our negligence, breach of these Terms or other fault, and does not require you to indemnify us where prohibited by law.
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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