Terms & Conditions

1. Agreement to Terms

These Terms and Conditions ("Terms") govern your access to and use of the HelpWise platform, operated by HelpWise ("Company", "we", "us", "our"). By accessing or using HelpWise, you agree to be bound by these Terms. If you do not agree with any part of these Terms, you may not use the platform.

If you are using HelpWise on behalf of an organisation, you represent and warrant that you have the authority to bind that organisation to these Terms.

2. Description of Service

HelpWise is a cloud-based customer support platform that enables teams to manage support tickets across email, chat, portal, and other channels; publish a knowledge base; configure SLAs and automations; manage assets and contacts; and report on service performance. The service includes web-based access to the agent application, customer-facing portal, public API, and related functionality as described on our website.

3. Account Registration

• You must provide accurate and complete information when creating an account.
• You are responsible for maintaining the confidentiality of your account credentials.
• You are responsible for all activities that occur under your account.
• You must notify us immediately of any unauthorised use of your account.
• You must be at least 16 years of age to create an account.
• We reserve the right to suspend or terminate accounts that violate these Terms.

4. Subscription Plans and Payment

4.1 Free Trial

New organisations are granted a 14-day free trial with full access to Pro plan features. No payment details are required to start the trial. At the end of the trial period, organisations must subscribe to a paid plan to continue using HelpWise. There is no perpetual free tier.

4.2 Growth Plan

The Growth plan is billed at £12 per agent per month (or £10 per agent per month when billed annually). It includes unlimited agents, knowledge base, automations, ticket and SLA management, agent groups, business hours, CSAT surveys, and core analytics.

4.3 Pro Plan

The Pro plan is billed at £35 per agent per month (or £29 per agent per month when billed annually). It includes everything in Growth, plus live chat, AI-powered ticket classification and reply suggestions, the public REST API, webhooks, the Slack integration, SMS channel access, two-factor authentication, and scheduled reports.

4.4 Enterprise Plan

The Enterprise plan is billed at £55 per agent per month (or £45 per agent per month when billed annually). It includes everything in Pro, plus MSP mode (multi-tenant company management), single sign-on (SSO/OIDC), audit logging, the Jira integration, IT asset management, and white-labelled customer portal branding.

4.5 SMS Add-ons

SMS messaging is metered and billed via either top-up packs (£4 / £16 / £28 for 100 / 500 / 1,000 messages) or a monthly subscription (£3 / £12 for monthly bundles), in addition to your base plan.

4.6 Billing

Paid plans are billed on a per-agent basis, either monthly or annually. Payment is due in advance for the billing period selected at checkout. Annual billing provides a discount compared to monthly billing as shown on the pricing page. You may add or remove agent seats at any time; changes are prorated for the remainder of your billing period.

4.7 Pricing Changes

We may change our prices from time to time. We will give you at least 30 days' notice before any price increase takes effect. Price changes will apply at the start of your next billing period.

4.8 Refunds

Payments are non-refundable except where required by law. If you cancel a paid plan, you will continue to have access until the end of your current billing period.

4.9 Downgrading

If you downgrade from a paid plan to a lower tier, you may need to reduce the number of agents, channels, or integrations to comply with the lower plan's limits before the downgrade can take effect. Any features not available on the lower plan will become inaccessible at the start of your next billing period.

5. Acceptable Use

You agree not to use HelpWise to:

• Violate any applicable law or regulation
• Upload or transmit malicious code, viruses, or harmful content
• Interfere with or disrupt the platform's infrastructure
• Attempt to gain unauthorised access to other users' accounts or data
• Use the platform for any illegal, fraudulent, or harmful purpose
• Transmit unsolicited commercial communications (spam) via email, chat, or SMS
• Store or transmit content that infringes intellectual property rights
• Reverse-engineer, decompile, or disassemble any part of the platform
• Use automated means to access the platform except through our published API
• Resell or redistribute the platform without our prior written consent (except as expressly permitted under MSP mode)

6. Your Content

You retain ownership of all content you create, upload, or store on HelpWise ("Your Content"), including tickets, conversations, knowledge base articles, attachments, and customer data. By using the platform, you grant us a limited licence to host, store, display, and process Your Content solely to provide the service to you.

You are responsible for ensuring you have the necessary rights and consents to any content you upload, including any personal data of your end-customers. We do not monitor or review the content of your workspaces but may do so if required by law or to investigate a violation of these Terms.

7. Intellectual Property

The HelpWise platform, including its design, code, features, documentation, and branding, is owned by HelpWise and its licensors and is protected by intellectual property laws. Nothing in these Terms grants you any right to use our trademarks, logos, or brand elements without our prior written consent.

8. Availability and Support

We strive to maintain high availability but do not guarantee uninterrupted access to the platform. We may perform scheduled maintenance with reasonable advance notice. We are not liable for any downtime or service disruption beyond what is committed to in any written service level agreement signed with you.

Standard support is provided via email for all paid plans. Response times and support channels vary by plan level as described on our pricing page.

9. Data Protection

We process personal data in accordance with our Privacy Policy. Where we process personal data on your behalf (as a data processor), we will do so in accordance with your instructions and applicable data protection legislation, including the UK GDPR, the EU GDPR, and the UK Data Protection Act 2018. Our data processing terms are incorporated by reference into these Terms; a signed Data Processing Addendum (DPA) is available on request to legal@helpwise.net.

10. Limitation of Liability

To the maximum extent permitted by law:

• The platform is provided "as is" and "as available" without warranties of any kind.
• We are not liable for any indirect, incidental, special, consequential, or punitive damages.
• Our total liability for any claims arising from your use of the platform shall not exceed the amount you paid us in the 12 months preceding the claim.
• We are not liable for any loss of data, profits, or business opportunities.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded by law.

11. Termination

You may terminate your account at any time by contacting us or through the account settings. We may suspend or terminate your access if you violate these Terms, with or without notice.

Upon termination, your right to use the platform ceases immediately. We will retain your data for 30 days to allow you to export it, after which it will be deleted in line with our Privacy Policy.

12. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes by email to account administrators or through a notice on the platform at least 30 days before they take effect. Your continued use of HelpWise after the changes take effect constitutes acceptance of the updated Terms.

13. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or your use of the platform shall be subject to the exclusive jurisdiction of the courts of England and Wales.

14. Contact Us

If you have any questions about these Terms, please contact us:

• Email: legal@helpwise.net
• Company: HelpWise (operated by CloudInfinity)
• Address: United Kingdom