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Terms of Service

Version 1.0
Last Revised: October 12, 2026

Effective date: 12 October 2026  ·  Last updated: 12 October 2026

These terms are an agreement between HelpAlive, Inc. ("HelpAlive", "we", "us") and the company or organisation that signs up for HelpAlive ("Customer", "you"). They cover the HelpAlive assistant, the dashboard, the script your app loads, and our documentation (together, the "Service"). Our Data Processing Agreement forms part of these terms, and our Privacy Policy explains how we handle personal data.

1. Accepting these terms

You accept these terms when you tick the box at sign-up, or when you accept an invitation to an existing workspace. If you accept on behalf of a company, you confirm that you are authorised to bind it. You must be at least 18, and you must use the Service for your business, not as a consumer.

2. The Service

HelpAlive is an AI assistant that you add to your web app with one script. Your app's users ("End Users") can ask it questions in a chat, or ask it to walk them through a task. In a walkthrough, it reads the page and guides the End User or acts on the page one step at a time while the End User watches. The dashboard lets your team set up the assistant, give it your help documents, and see how it is used.

The assistant uses AI models. Its answers and actions can be wrong or incomplete. When it acts, it clicks and types inside the End User's own session, so it can do only what that End User can already do in your app, and its actions have the same effect as if the End User had taken them. The End User can stop a walkthrough at any time. You decide whether to offer the assistant to your End Users and how to set it up.

We own the Service. While your subscription or trial is active, we give you a non-exclusive, non-transferable right to use it, and to let your End Users use the assistant in your app, under these terms.

3. Your account and your team

  • Your workspace. One sign-up creates one workspace. You can invite teammates as admins, up to the number of seats your plan includes (up to 100; ask us for more). Every member must accept these terms.
  • Security. Keep sign-in details safe. You are responsible for what happens under your workspace. Tell us at once at support@helpalive.com if you suspect unauthorised use.
  • Accurate details. Keep your account and billing details accurate.

4. Free trial

A new workspace can start one free trial. The trial lasts 7 days, needs a payment card at the start, and includes a limited number of assists and chat messages, shown when you sign up. Nothing beyond the trial's allowance is served or billed during the trial, other than packs you choose to buy. When the trial ends, your subscription starts and your card is charged, unless you cancel before then. A sign-up that never adds its card is deleted after 7 days.

5. Plans, billing and extras

  • Subscription. Your plan is billed in advance, in US dollars, through Stripe, for the term you choose at checkout: a month, or a year at the yearly price. It renews automatically for the same term until you cancel (see section 11). On a yearly plan, the assists and chat messages it includes are for each month of the year. You can move to a bigger plan, or from monthly to yearly, at any time; the difference is prorated and charged at once. A move to a smaller plan, or from yearly to monthly, takes effect at your next renewal. The plan's price, what it includes (assists, chat messages and seats), the price of each assist and chat message used past it, and the price of packs are shown on our pricing page, at checkout and in the dashboard.
  • What we count.
    • An assist is one walkthrough the assistant does for an End User. It counts once the assistant has completed the walkthrough's first step, and only once, however many steps follow. From then on it counts however it ends, including when the End User stops it or leaves, or the task cannot be finished. A walkthrough the assistant completes always counts. Several walkthroughs count as several assists.
    • A walkthrough does not count if it was only offered and never started, or if it ends before its first step is completed, for any reason: the End User stopped it, left or started another one, it timed out, or the assistant could not do or did not answer that step.
    • A chat message is one answer the assistant gives an End User in the chat, whether or not that End User is signed in to your app. An answer that offers a walkthrough is a chat message like any other answer. Greetings, suggested questions, and answers that fail or come back empty do not count, and an answer sent again after a connection problem counts once.
    • Nothing done from your dashboard's test page or test links counts.
    • The dashboard shows your counts as they happen, lists each walkthrough, and says why one did not count. Our counts decide your bill; if you think one is wrong, tell us (see "Billing errors" below).
  • Packs. You can buy packs of extra assists or chat messages at any time, including during the trial. They are charged when bought, and unused pack units carry over to the next month for as long as you stay subscribed.
  • Usage past your package. Use past your package is off unless you turn it on in the dashboard. You can allow up to the same amount again of each kind, and that extra use is billed at the plan's per-unit price on your next invoice; on a yearly plan, each month's extra use is invoiced when the month ends. When your package, plus any extra use you allowed, is used up, the assistant stops answering, or stops starting walkthroughs, until the next month or until you buy a pack. There is no use past the package during the trial.
  • Taxes. Prices exclude taxes. You pay any taxes that apply, except taxes on our income.
  • Failed payments. If a payment fails, use past your package is paused at once. If it still has not been paid after 14 days, the assistant is paused until payment succeeds. If the first payment after your trial fails, the assistant is paused at once until that payment succeeds. We tell every admin of the workspace when this happens.
  • Price changes. We may change our prices, what a plan includes, how usage is priced, and how we count assists and chat messages. We will tell you by email or in the dashboard, and a change applies from your next monthly or yearly renewal that falls at least 30 days after that notice. If you don't agree, you can cancel before the change applies.
  • Billing errors. If you think we billed you wrongly, tell us at support@helpalive.com within 60 days of the invoice. If we got it wrong, we correct it on your next invoice, or refund it if there is no next invoice.
  • Refunds. Otherwise, fees are non-refundable, including for the unused part of a month or year, except where these terms, the Data Processing Agreement or the law say otherwise.

6. Your data and your End Users' data

  • What stays yours. You own the data you and your End Users put into the Service ("Customer Data"), including your help documents. You give us the rights we need to run, secure and support the Service for you.
  • We process End User data for you. For End Users' personal data, you are the controller and we are your processor. Our Data Processing Agreement applies automatically; there is nothing to sign. We process that data only to provide the Service, as these terms, the Data Processing Agreement and our Privacy Policy describe. We keep each customer's data separate. We use the service providers listed at helpalive.com/legal/sub-processors, and we give you 30 days' notice before adding a new one.
  • Improving HelpAlive. We may use de-identified data from the Service to improve HelpAlive for all customers. We do not use data that identifies your End Users to train AI models shared across customers. You can opt out by emailing support@helpalive.com.
  • Your responsibilities. You are responsible for:
    • telling your End Users that your app uses HelpAlive, and what that means for their data, including that your admins can read their chat conversations and walkthroughs;
    • having a lawful basis, and any consent the law requires, before loading our script. If consent is required, load the script only after it is given;
    • deciding whether to turn on verified users. With it off, we cannot confirm that the person using the chat is the End User they claim to be, so someone else could read that End User's chat history;
    • not loading our script on pages where End Users enter or view government ids, health records or other sensitive data, because the assistant reads the values in ordinary form fields (see below);
    • not presenting the assistant to End Users as a human.
  • What the assistant reads. To help an End User, the assistant reads the visible page and sends what it reads to our AI providers. That includes the values shown in form fields, except fields the page marks as password, payment card or one-time-code fields, file-upload and hidden fields, and any value shaped like a card number. A code typed into a text field the page does not mark is read like any other value. Our Privacy Policy describes this in detail.
  • Deletion and export. You can delete an End User or an organisation, or stop collecting data about an End User, in the dashboard. You can ask us to export your data or delete your whole workspace at any time by emailing support@helpalive.com; we do it within 30 days.

7. Acceptable use

You will not, and will not let anyone:

  • use the Service to break the law or anyone's rights, or to process data you have no right to process;
  • use it in an app meant for children under 16;
  • use it to make decisions with legal or similarly significant effects on people without human review;
  • try to get around our limits or security, test our security without our written permission, or interfere with the Service;
  • copy, modify or reverse-engineer any part of the Service, including the script and widget your app loads, or try to work out our prompts, instructions, or how the assistant reads pages and plans steps. You may copy and adapt the code samples in our documentation, only to add HelpAlive to your app as the documentation describes;
  • use the Service, anything it produces (answers, walkthrough plans and steps), or anything you learn from it, to build, train or improve a product or an AI model that competes with HelpAlive;
  • use the Service if you offer, or are building, a product that competes with HelpAlive, unless we have agreed in writing;
  • publish benchmarks or comparisons of the Service without our written consent;
  • resell or sublicense the Service, give access to it to anyone other than your staff, contractors working for you, and End Users using the assistant in your app as section 2 allows, or remove our copyright or other notices;
  • send malware, spam or harmful content through it.

Trade secrets. The parts of the Service that are not public, including how the assistant reads a page, plans and acts, and the prompts and instructions it uses, are our trade secrets and confidential information under section 10.

We may suspend the Service, or a workspace, to stop a breach of this section or a security threat. We will tell you, and restore the Service once the problem is resolved.

8. Our responsibilities

We will:

  • provide the Service with reasonable skill and care;
  • protect Customer Data with reasonable technical and organisational measures, as the Data Processing Agreement describes;
  • tell you without undue delay if we become aware of a security breach affecting your data.

We may change and improve the Service. If we remove a major feature you rely on, we will tell you in advance where we reasonably can. We do not promise uninterrupted availability, but we work to keep the Service running and tell you about planned maintenance that affects you.

9. Feedback and your logo

If you send us ideas or feedback, we may use them freely, without any obligation to you.

Your logo. We may show your company's name and logo on our website and in our sales materials as a customer, unless you tell us not to at support@helpalive.com.

10. Confidentiality

Each side will keep the other's non-public information confidential, and use it only for this agreement. This does not cover information that is public, already known, independently developed or rightly received from someone else, or disclosure that the law requires. If a law or a court requires one side to disclose the other's confidential information, it will tell the other side first where the law allows, and disclose only what is required. Each side may share the other's confidential information with its staff, contractors and advisers who need it and are bound to keep it confidential. When this agreement ends, each side returns or destroys the other's confidential information on request, except copies kept for legal or backup purposes, which stay confidential.

11. Cancelling and ending

  • You can cancel at any time in the dashboard's billing settings, or by emailing support@helpalive.com. Your plan stays active until the end of the month or year you have paid for, then ends; the months left on a yearly plan are not refunded.
  • If we seriously breach these terms and do not fix the breach within 30 days of your notice, you can end this agreement at once, and we refund any fees you paid in advance for the time after it ends.
  • We can end this agreement with 30 days' notice; if we do, we refund any fees you paid in advance for the time after it ends. We can end it at once if you seriously breach these terms and do not fix the breach within 10 days of our notice, or if payment stays unpaid after the pause described in section 5. For a breach of the copying and competition rules in section 7, we can end it at once with no time to fix it.
  • After it ends, the script stops working in your app and your access to the dashboard ends. Any amounts owed stay due. You have 90 days to ask us for an export; if you ask within that time, we do not delete your data until we have delivered it. After that we delete your data, as our Privacy Policy and the Data Processing Agreement describe. Sections 6, 9, 10 and 12 to 15 continue after the agreement ends, and so do the rules in section 7 about anything you obtained or learned from the Service while it lasted.

12. Warranties and disclaimers

Each side confirms that it has the authority to enter into these terms. Except as these terms say, the Service is provided "as is" and "as available". To the fullest extent the law allows, we disclaim all other warranties, express or implied, including merchantability, fitness for a particular purpose and non-infringement. We do not warrant that AI answers or actions will be accurate or complete.

13. Liability

  • Cap. To the fullest extent the law allows, each side's total liability under this agreement is limited to the greater of US$100 and the amounts you paid us in the 12 months before the event giving rise to the claim.
  • No indirect losses. Neither side is liable for lost profits, revenue or data, or for indirect, special, consequential or punitive damages, even if warned they might happen.
  • Exceptions. These limits do not apply to your payment obligations, to a breach of section 7, or to liability that the law does not allow to be limited.
  • Indemnities. You will defend and indemnify us against third-party claims arising from Customer Data or your breach of section 7. We will defend and indemnify you against third-party claims that the Service, used as these terms allow, infringes their intellectual property. Our indemnity does not cover claims caused by Customer Data or your help documents, by changes you make, by combining the Service with things we did not supply where the claim would not exist without that combination, or by use against these terms. If a claim makes the Service infringing, we may change it, get a licence for you, or end the agreement and refund the fees you paid in advance for the time after it ends. The side asking for indemnity tells the other promptly, lets it control the defence and any settlement, and helps at the indemnifying side's expense; a settlement that admits fault for, or imposes obligations on, the other side needs its consent.
  • Enforcement costs. If either side goes to court over a breach of the copying and competition rules in section 7, or of section 10, the losing side pays the other's reasonable legal costs.

14. Governing law and disputes

These terms are governed by the laws of the State of Delaware, without regard to its conflict-of-law rules.

Before starting a formal dispute, each side will first try to resolve it informally. Write to the other side describing it, and give the other side 45 days to respond.

If it is not resolved, the state and federal courts located in Delaware have exclusive jurisdiction, and each side agrees to their jurisdiction. Either side may ask any court for an urgent injunction, without having to post a bond, to stop a breach of the copying and competition rules in section 7 or of section 10, or to protect its intellectual property.

Each side waives any right to a jury trial, and agrees to bring claims only on its own behalf, not in a class or representative action.

15. General

  • Changes to these terms. We will tell you about material changes by email or in the dashboard at least 30 days before they take effect. If you keep using the Service after that, you accept the change. If you do not accept it, you can cancel before it takes effect. A change that a law or an urgent security issue requires can take effect sooner; we will tell you as soon as we can.
  • Which document wins. On personal data, the Data Processing Agreement wins over these terms. An order form we both sign wins over these terms on the commercial points it covers, such as price, term, included amounts and seats. Otherwise, these terms win over any other document they refer to.
  • Notices. We send notices to your workspace admins' email addresses. Send notices to us at support@helpalive.com, or by post to HelpAlive, Inc., 1111B S Governors Ave Suite 97728, Dover, Delaware 19904, United States.
  • Assignment. Neither side may transfer this agreement without the other's consent, except to a successor in a merger or sale of its business.
  • Other terms.
    • These terms and the documents they refer to are the whole agreement.
    • If part of them is unenforceable, the rest stays in force.
    • Not enforcing a term is not a waiver.
    • Neither side is responsible for delays caused by events beyond its reasonable control.
    • The parties are independent contractors.
    • Export laws apply, and you will not use the Service in breach of them.

16. Contact

HelpAlive, Inc., 1111B S Governors Ave Suite 97728, Dover, Delaware 19904, United States · support@helpalive.com