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Terms of Service

Last updated: May 14, 2026

These Terms of Service ("Terms") govern your use of the Helpr platform at helpr.so (the "Service") operated by Helpr ("we", "us", "our"). By creating an account or using the Service, you agree to these Terms.

1. Definitions

  • "Customer" — an organization or individual that creates an account to use the Service.
  • "Agent" — a user authorized by a Customer to access the dashboard, respond to chats, and manage settings.
  • "Visitor" — an end user who interacts with the chat widget on a Customer's website or application.
  • "Widget" — the JavaScript snippet embedded on the Customer's website that enables chat, Visual Assist, and related features.
  • "Visual Assist" — the co-browse feature that allows an Agent to view a Visitor's screen in real time, with the Visitor's consent.
  • "Luca" — our optional AI assistant feature.

2. Account Registration

  • You must provide accurate, complete information when creating an account.
  • You are responsible for maintaining the confidentiality of your credentials, including passwords, API keys, 2FA secrets, and passkeys.
  • You must promptly notify us of any unauthorized access to your account.
  • One person or organization may not maintain multiple free-tier accounts.

3. Acceptable Use

You agree not to use the Service to:

  • Violate any applicable law, regulation, or third-party right
  • Send spam, unsolicited messages, or deceptive content to Visitors
  • Harass, threaten, or abuse Visitors or other users
  • Transmit malware, viruses, or any harmful code
  • Attempt to gain unauthorized access to other accounts, our servers, or internal systems
  • Reverse-engineer, decompile, or disassemble any part of the Service
  • Scrape, crawl, or index the Service by automated means beyond what our API permits
  • Circumvent rate limits, access controls, or usage restrictions
  • Use Visual Assist to record or observe Visitors without their knowledge and consent
  • Use the Service to collect sensitive personal data (health, financial, biometric) without appropriate legal basis and safeguards

4. Customer Responsibilities

4.1 Legal Compliance

The Customer is the data controller for all Visitor data collected through the Service. The Customer is solely responsible for:

  • Complying with all applicable privacy and data protection laws in the jurisdictions where they operate (including but not limited to GDPR, CCPA/CPRA, LGPD, PIPEDA, POPIA, and local telecommunications regulations)
  • Providing appropriate privacy notices and obtaining any required consent from Visitors before deploying the Widget
  • Determining the lawful basis for collecting and processing Visitor data
  • Responding to data subject access, deletion, correction, and portability requests from Visitors

4.2 Visual Assist (Co-browse)

When using Visual Assist, the Customer must:

  • Ensure Visitors are informed that their screen will be viewed by an Agent and that explicit consent is obtained before each session (the Service enforces a consent prompt, but the Customer must not circumvent it)
  • Configure content blocking rules to prevent capture of sensitive page areas (e.g., payment card fields, medical records, passwords)
  • Not use Visual Assist recordings for surveillance, employee monitoring, or any purpose beyond supporting the Visitor
  • Comply with any industry-specific regulations governing screen sharing or remote assistance (e.g., PCI DSS, HIPAA)

4.3 AI Assistant (Luca)

If the Customer enables Luca:

  • The Customer is responsible for the accuracy and appropriateness of knowledge base content, system instructions, and guardrails they configure
  • AI-generated responses are provided on a best-effort basis and may be inaccurate. The Customer should review AI suggestions before they reach Visitors (or accept the risk when using auto-reply mode).
  • The Customer acknowledges that chat content is sent to a third-party AI provider (Anthropic) for processing, and must ensure this is disclosed in their privacy policy
  • If "learn from chats" is enabled, conversation data may be used to improve the Customer's AI model quality within the Service. This data is not shared across Customers.

4.4 API & Webhooks

  • API secret keys must be stored securely and never exposed in client-side code
  • Webhook endpoints must validate HMAC-SHA-256 signatures before processing payloads
  • The Customer is responsible for the security and availability of their webhook endpoints
  • API rate limits are enforced per key; exceeding them may result in temporary throttling

4.5 Visitor Banning

The Service allows Customers to ban Visitors by identifier or IP address. The Customer is responsible for ensuring bans are applied lawfully and not used for discriminatory or retaliatory purposes.

5. Intellectual Property

  • We retain all rights to the Service, its code, design, documentation, and trademarks.
  • You retain all rights to your content (chat messages, knowledge base articles, uploaded files). You grant us a limited license to host, process, and transmit your content solely to provide the Service.
  • The Widget may display a "Powered by helpr" attribution. Removal of this attribution requires a paid plan that includes white-labeling.

6. Fees & Billing

  • Pricing is published at helpr.so/pricing and may change with 30 days' notice.
  • Paid plans are billed per agent seat. AI resolutions, translation usage, and other metered features are billed based on usage.
  • Payments are processed by Stripe. We do not store credit card numbers.
  • Overdue invoices may result in service suspension after 14 days' written notice.
  • Refunds are available within 14 days of a billing charge if the Service was materially unavailable during that period.

7. Service Availability

  • We strive for high availability but do not guarantee uninterrupted service. Scheduled maintenance will be communicated in advance when possible.
  • Real-time features (chat, Visual Assist, WebSocket connections) depend on network conditions beyond our control.
  • We may modify, suspend, or discontinue features with reasonable notice. We will not remove core functionality (chat, widget) without at least 90 days' notice.

8. Data & Security

  • We implement industry-standard security measures as described in our Privacy Policy and Security page.
  • We will notify affected Customers without undue delay (and no later than 72 hours) if we become aware of a data breach that affects their data.
  • Upon account termination, all Customer data is deleted within 30 days unless retention is required by law.

9. Confidentiality

Each party agrees to protect the other's confidential information with the same degree of care it uses for its own confidential information (but no less than reasonable care). Confidential information does not include information that is publicly available, independently developed, or received from a third party without restriction.

10. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

  • THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
  • WE ARE NOT LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, DATA, OR BUSINESS OPPORTUNITIES.
  • OUR TOTAL LIABILITY FOR ANY CLAIM ARISING FROM THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE AMOUNT YOU PAID US IN THE 12 MONTHS PRECEDING THE CLAIM.
  • WE ARE NOT LIABLE FOR THE ACCURACY, COMPLETENESS, OR APPROPRIATENESS OF AI-GENERATED RESPONSES.
  • WE ARE NOT LIABLE FOR ACTIONS TAKEN BY CUSTOMERS USING VISUAL ASSIST, CHAT, OR ANY OTHER FEATURE OF THE SERVICE.

11. Indemnification

You agree to indemnify and hold us harmless from any claims, damages, or expenses (including reasonable attorneys' fees) arising from:

  • Your violation of these Terms
  • Your use of the Service in a manner that violates applicable law or third-party rights
  • Your failure to obtain required visitor consent or provide required privacy notices
  • Content you upload, transmit, or make available through the Service

12. Termination

  • You may cancel your account at any time from your account settings or by contacting us.
  • We may suspend or terminate your account for violation of these Terms, with notice where practicable.
  • Upon termination, your right to use the Service ceases immediately. We will delete your data within 30 days unless you request an export before cancellation.
  • Sections 5, 9, 10, 11, and 14 survive termination.

13. Changes to These Terms

We may update these Terms from time to time. Material changes will be communicated via email or a prominent notice on our website at least 30 days before they take effect. Continued use of the Service after changes take effect constitutes acceptance. If you disagree with the changes, you may cancel your account before they take effect.

14. Governing Law & Disputes

These Terms are governed by the laws of the State of Delaware, United States, without regard to conflict-of-law principles. Any disputes shall be resolved through binding arbitration under the rules of the American Arbitration Association, except that either party may seek injunctive relief in any court of competent jurisdiction. Class action waivers apply to the fullest extent permitted by law.

15. General

  • Entire agreement — these Terms, together with our Privacy Policy, constitute the entire agreement between you and Helpr.
  • Severability — if any provision is found unenforceable, the remaining provisions remain in effect.
  • Assignment — you may not assign these Terms without our written consent. We may assign them in connection with a merger, acquisition, or sale of assets.
  • No waiver — failure to enforce any provision does not waive our right to enforce it later.

16. Contact

Questions about these Terms? Contact us at [email protected]