Terms of Service

1. The service and our agreement

HelpCenter.io is operated by HelpCenter Solutions Ltd., a Bulgarian company, company number 205107652, VAT number BG205107652, at Cherno more, Detelina 2, 8115 Burgas, Bulgaria. Contact us at hello@helpcenter.io.

These Terms govern the HelpCenter.io application, hosted help centres, widgets, APIs, and related services. By creating an account or placing an order, you agree to these Terms. If you act for an organisation, you confirm that you have authority to bind it. Our service is offered for business and organisational use.

A separately agreed order or service agreement takes precedence over these Terms for its subject matter. An executed Data Processing Agreement (DPA) takes precedence for processing personal data on your behalf. Mandatory law and applicable data-transfer clauses take precedence over conflicting contractual terms. Our Privacy Policy provides information about our own processing; accepting these Terms does not consent to optional tracking or marketing.

2. Accounts and acceptable use

Keep account and billing information accurate, protect credentials, and assign access only to authorised people. Tell us promptly about suspected unauthorised access. You are responsible for your users' use of the service and the permissions and visibility settings you choose.

Do not use the service unlawfully, infringe others' rights, distribute malicious code or spam, bypass access controls, or disrupt the service. You must have the rights and lawful basis needed for the content and personal data you provide. Do not submit special-category personal data or criminal-offence data unless we have expressly agreed suitable processing arrangements.

3. Your content

You retain ownership of your content. You grant us the limited rights needed to host, store, copy, transmit, display, and otherwise process it to provide the services and features you request, including support, backups, and authorised integrations. This licence lasts only as needed to provide the service and carry out agreed return, deletion, or legally required retention.

You decide what to publish. Public content and author details may be accessible worldwide and indexed or copied by third parties. Review AI-generated material before publishing or relying on it; generated output can contain errors. We retain rights in our software, branding, and service, excluding your content.

4. Personal data and EU hosting

Our core application and customer content are hosted on AWS in the European Union. Our EU hosting and data protection page explains the scope of this statement and how to discuss specific residency requirements.

Where we process personal data on your behalf, you act as controller or as a processor authorised by your controller, and we act as processor or subprocessor respectively. Each party is responsible for its obligations under applicable data protection law. You determine lawful instructions, notices, permissions, and the data you put into the service.

A DPA meeting Article 28 GDPR must govern that processing. Contact office@helpcenter.io to arrange it before supplying personal data for processing on your organisation's behalf. These Terms and our Privacy Policy do not replace a DPA. The DPA should specify instructions, confidentiality, security measures, subprocessors, assistance, incident notification, audits, transfers, and return or deletion.

We separately act as controller for our own account, billing, business communications, and security purposes, as described in the Privacy Policy.

5. Subscriptions, payments, and cancellation

• Fees: the plan, billing interval, included features, and fees are shown at purchase or in your order. Applicable taxes are charged as stated there. Recurring fees are payable in advance.
• Renewal: subscriptions renew for the same billing interval unless cancelled before renewal. You authorise recurring charges through your selected payment method.
• Cancellation: cancel through your account or contact us before renewal. Cancellation stops subsequent renewals; access continues until the end of the paid period unless you request earlier closure or another termination provision applies.
• Refunds: any money-back guarantee or refund commitment expressly offered at purchase applies according to that offer. Other refunds are discretionary, except where required by law or a separate agreement. Contact us about a billing error.
• Price changes: we will give at least 30 days' notice of changes to recurring fees. Changes apply from a subsequent renewal, allowing you to cancel before they take effect.
• Unpaid fees: we may suspend paid features for overdue amounts after notice and a reasonable opportunity to resolve the issue. Contact us promptly if you dispute a charge in good faith.

6. Integrations and external services

Enabling an integration instructs us to exchange the information needed for it. Review the connected service's terms, permissions, and processing locations. You can disconnect integrations using the applicable controls. External websites and services are governed by their own terms. This does not remove our responsibility for providers we engage to process data on your behalf.

7. Suspension, termination, and your data

You may end the agreement by cancelling your subscriptions and requesting account closure. We may suspend or terminate for a material breach, unlawful use, a security threat, non-payment, or a legal requirement. Where reasonably possible, we will explain the reason and provide an opportunity to remedy it. Immediate action may be necessary to prevent harm or comply with law. Suspension will be limited to what is reasonably needed.

If we discontinue the service for convenience, we will give at least 30 days' notice and refund prepaid fees for the unused period. Before closure, use available export tools or contact us to arrange return of your content. Where immediate suspension is necessary, we will cooperate on lawful return arrangements when safe to do so.

Subscription cancellation does not itself delete your account or content. Return, deletion, backup retention, and any legally required retention of personal data are governed by the applicable DPA and Privacy Policy. Contact us to request deletion and confirm its scope and timing. Provisions that need to survive termination, including accrued payment obligations and applicable confidentiality, data protection, and liability terms, continue to apply.

8. Warranties and liability

Except for express commitments in these Terms or a separate agreement, the service is provided “as is” and “as available” to the extent permitted by law. We do not guarantee uninterrupted or error-free operation or the accuracy of AI output. These qualifications do not remove our express data protection obligations or mandatory statutory duties.

To the extent permitted by law and subject to any separate agreement, neither party is liable for indirect or consequential loss. Our aggregate contractual liability is limited to the fees you paid under the agreement in the 12 months before the event giving rise to the claim. These limitations do not apply to fraud, wilful misconduct, or liability that cannot lawfully be excluded or limited. They do not limit individuals' GDPR rights, including compensation rights, or override applicable data-transfer clauses.

You are responsible for third-party claims arising from content you supplied unlawfully or your material breach of these Terms, to the extent attributable to you. We will give prompt notice of a claim, cooperate reasonably, and not agree a settlement imposing obligations on you without your agreement. This does not make you responsible for our own breach or unlawful processing.

9. Changes, governing law, and contact

We will give at least 30 days' notice of material changes to these Terms, unless a shorter period is required by law or to address an urgent security issue. Notice will explain the effective date and your options. Changes do not apply retrospectively or override a separately agreed DPA or order. You may cancel before a change takes effect. A contractual update does not authorise new processing that requires separate consent.

Bulgarian law governs this agreement, subject to mandatory protections that apply by law. Nothing in these Terms restricts rights to complain to a data protection authority or seek a statutory remedy. If a provision is unenforceable, the remaining provisions continue to apply. Failure to enforce a provision is not a waiver.

Send contractual, billing, or data protection questions to hello@helpcenter.io.