Terms of Service
These terms govern your use of HelpMe Social. By creating an account or installing our application, you agree to them.
1. The agreement
This is an agreement between you (“you”, “Customer”, or “Merchant”) and Nine to Never LLC dba HelpMe Social (“we”, “us”). If you are agreeing on behalf of a company, you confirm you have authority to bind it.
Our Privacy Policy and Data Processing Agreement form part of these terms. Where we process personal data on your behalf, the DPA governs.
2. What the service is
HelpMe Social is a hosted customer-support inbox. It receives messages sent to you across connected channels, presents them to your agents, lets them reply, and can use AI to suggest replies, summarise threads and categorise messages.
The service is in active development and is not generally available. Features may change, and availability is not guaranteed (see §9).
3. Your account
- You are responsible for everything done under your account.
- You must keep credentials confidential and tell us promptly at security@helpme.social if you believe they have been compromised.
- You must give accurate contact information and keep it current.
- You must be at least 18 and able to form a binding contract.
A limitation you should know before relying on this: we do not yet offer password reset or self-service password change. Credential changes are handled by contacting us. We are telling you this rather than letting you discover it.
4. Your data and your customers
You keep all rights in the content you and your customers put into the service. You grant us only the licence needed to operate it for you, which is to receive, store, display, process and transmit that content, including sending it to the subprocessors listed in our Privacy Policy.
You are the controller of your customers’ personal data and we are your processor. That means you are responsible for having a lawful basis to collect and process it, for your own privacy notices, and for responding to your customers’ requests about their data. We act on your instructions and will assist you as set out in the DPA.
Conversation history is kept for the period your plan sets , which is one year on Starter, two on Growth and three on Scale, measured from the last customer or agent message on a finished conversation, and deleted whole after that while you are on a paid subscription. Choosing a plan with a shorter period makes older conversations eligible for deletion; we show you how many before you confirm. The Privacy Policy, section 8, states this precisely.
5. Connected channels
Connecting a channel, whether email, Shopify, Instagram or another, means authorising us to access it on your behalf. Your use of each remains subject to that provider’s own terms, and we are not responsible for their availability, their decisions, or changes they make to their platforms.
6. Artificial intelligence
Where AI features are enabled, conversation content is sent to our AI subprocessor to generate drafts, summaries, tags and routing suggestions.
- AI output is a suggestion, not a sent message. One of your agents reviews and chooses to send every reply. We do not send unattended automated replies.
- AI output can be wrong. It may misstate order details or invent facts. You are responsible for what your agents send to your customers, whether or not a suggestion informed it.
- We do not train models on your data, and we do not permit our AI subprocessor to do so.
- Fair use. Included AI assistance draws on a per‑plan monthly fair‑use volume; if a workspace reaches it, AI features pause until the next period and resume automatically. No charge results, and message delivery and all non‑AI features are unaffected.
7. Acceptable use
You may not use the service to:
- break the law, or infringe anyone’s rights
- send unsolicited bulk messages, or anything deceptive or harassing
- upload malware, or attempt to gain unauthorised access to any system
- probe, scan or load-test our infrastructure without our written permission
- resell or provide the service to third parties as your own
- circumvent usage limits or access controls
We may suspend an account that we reasonably believe is doing any of these, or that is placing the service or other customers at risk. Where practical we will tell you first.
8. Fees
Paid plans are not yet available. When we introduce them we will publish the pricing and give you notice before any charge applies to your account. Nothing here obliges you to pay for the service as it stands today.
9. Availability, and what we do not promise
We do not offer a service-level agreement. 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 keep encrypted offsite backups of our databases, verified on each run and retained for 30 days. Even so, you should not treat HelpMe Social as the only system of record for anything you cannot afford to lose, and you should retain your own copies of important records. There is no self-service export today. We would rather say this plainly than bury it.
10. Limitation of liability
To the fullest extent the law allows, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, goodwill or data, even if advised such damages were possible.
Our total aggregate liability arising out of or relating to these terms is limited to the greater of (a) the amounts you paid us in the twelve months before the claim, or (b) one hundred US dollars. Nothing here limits liability that cannot be limited by law.
11. Indemnity
You will defend and indemnify us against third-party claims arising from your content, your use of the service in breach of these terms, or your violation of law or of another person’s rights.
12. Termination
You may stop using the service and close your account at any time by contacting us. We may terminate or suspend for material breach, or on reasonable notice.
On termination we will, at your request, delete your data. Ask before you close the account: we do not currently offer a self-service export, so retrieving your data afterwards may not be possible.
13. Changes
We may update these terms. For material changes we will give notice to the email on your account before they take effect. Continuing to use the service after that constitutes acceptance.
14. Governing law
These terms are governed by the laws of the State of Texas, United States, without regard to conflict-of-law rules. The courts located there have exclusive jurisdiction, and both parties consent to that venue.
15. General
These terms, with the Privacy Policy and DPA, are the entire agreement between us. If a provision is unenforceable, the rest stands. Our not enforcing a provision is not a waiver of it. You may not assign this agreement without our written consent; we may assign it in connection with a merger, acquisition or sale of assets.