1 Acceptance of Terms
By accessing or using the Helpence platform, including its web application, APIs, and embeddable chat widget (collectively, the "Service"), you agree to be bound by these Terms of Use ("Terms"). If you do not agree to these Terms, you must not use the Service.
These Terms apply to all users of the Service, including platform administrators, company administrators, agents, and end-users (guests) interacting via the chat widget.
2 Description of Service
Helpence is a multi-tenant real-time customer support platform that enables businesses to:
- Embed a live chat widget on their website via a JavaScript snippet.
- Manage support agents and product configurations through a web portal.
- Receive, route, and respond to customer chat sessions in real time.
- Access analytics and performance reports across agents, products, and companies.
3 Account Registration
To use the Service as an administrator or agent, you must register for an account. You agree to:
- Provide accurate and complete registration information.
- Maintain the security of your password and account credentials.
- Notify us immediately of any unauthorised use of your account.
- Accept responsibility for all activities that occur under your account.
You must be at least 16 years old to create an account. Accounts are non-transferable.
4 Acceptable Use
You agree not to use the Service to:
- Transmit any content that is unlawful, harmful, threatening, abusive, harassing, defamatory, or otherwise objectionable.
- Impersonate any person or entity, or falsely represent your affiliation with a company.
- Attempt to gain unauthorised access to any part of the Service, other accounts, or related systems.
- Introduce viruses, malware, or any other harmful code.
- Use the Service for unsolicited commercial communications (spam).
- Scrape, crawl, or systematically extract data from the Service without written permission.
- Violate any applicable local, national, or international law or regulation.
We reserve the right to suspend or terminate accounts that violate these provisions, without notice.
5 Intellectual Property
The Service, including its design, code, logos, and documentation, is the intellectual property of Helpence and is protected by applicable copyright and trademark laws. You may not copy, modify, distribute, sell, or lease any part of the Service without our express written permission.
You retain ownership of all content you submit through the Service (e.g., chat messages, product names). By submitting content, you grant Helpence a limited licence to store and process that content solely for the purpose of providing the Service.
6 Data and Privacy
Your use of the Service is also governed by our Privacy Policy, which is incorporated into these Terms by reference. Company administrators are responsible for ensuring that their use of the Service, and the data they collect through the widget, complies with applicable data protection laws, including obtaining any necessary consent from end-users (guests).
7 Service Availability and Modifications
We strive to maintain high availability of the Service but do not guarantee uninterrupted access. The Service may be temporarily unavailable due to maintenance, upgrades, or circumstances beyond our control.
We reserve the right to modify, suspend, or discontinue any feature of the Service at any time, with or without notice. We will not be liable to you for any such modification, suspension, or discontinuation.
8 Third-Party Integrations
The Service may integrate with or link to third-party services (e.g., messaging infrastructure, hosting providers). We are not responsible for the availability, content, or practices of any third-party service. Your use of third-party services is governed by their respective terms.
9 Limitation of Liability
To the fullest extent permitted by applicable law, Helpence and its officers, employees, and affiliates shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of data, revenue, or goodwill, arising out of or in connection with your use of the Service.
Our total liability to you for any claim arising under these Terms shall not exceed the amount you paid us for the Service in the twelve months preceding the claim, or USD 100, whichever is greater.
10 Indemnification
You agree to indemnify and hold harmless Helpence and its affiliates from any claims, damages, losses, and expenses (including legal fees) arising out of your violation of these Terms or misuse of the Service.
11 Termination
You may close your account at any time by contacting us. We may terminate or suspend your account immediately, without prior notice, for conduct that we determine violates these Terms, is harmful to other users, or is otherwise objectionable.
Upon termination, your right to use the Service ceases immediately. We may retain certain data as required by law or for legitimate business purposes.
12 Governing Law
These Terms shall be governed by and construed in accordance with the laws of the jurisdiction in which Helpence is incorporated, without regard to its conflict of law provisions. Any dispute arising under these Terms shall be subject to the exclusive jurisdiction of the courts in that jurisdiction.
13 Changes to These Terms
We may revise these Terms from time to time. Material changes will be notified to registered users via email or an in-app notice at least 14 days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the revised Terms.
14 Contact Us
If you have any questions about these Terms, please contact us:
Understand how we collect, use, and protect your personal data.