Terms of Service

1. Agreement to these Terms

These Terms of Service (“Terms”) are a binding agreement between Saifullah Khan, doing business as HandleHQ (sole proprietor, New York, USA) (“HandleHQ”, “we”, “us”) and the business that applies for or uses the HandleHQ service (“you”, the “Customer”). By submitting an application, checking the consent box on the application form, or using the service, you accept these Terms on behalf of your business. If you do not agree, do not use the service.

2. The service

HandleHQ provides AI-powered customer message handling for businesses. The service receives messages sent to you by your customers via WhatsApp and email, processes them with artificial intelligence to extract structured ticket information and generate responses, and makes the results available in your account dashboard. Features vary by plan and may evolve over time.

3. Eligibility

• The service is offered to businesses only, not to consumers.
• You must be at least 18 years old and have authority to bind the business you represent.
• You must provide accurate and complete information when applying and keep it up to date.
• We review every application and may accept or decline it at our discretion.

4. Plans, billing, and the free trial

• Plan prices and inclusions are shown on the application page at the time you apply. Prices are in US dollars unless stated otherwise.
• A $20 non-refundable setup fee is charged once your application is approved and you confirm you would like to proceed.
• Your subscription begins after a 7-day free trial. You will not be billed for the subscription until the trial ends.
• Subscriptions renew automatically each month until cancelled. Payment is collected via our payment provider, Stripe.
• We may change plan prices with at least 30 days advance notice by email. Price changes take effect at your next renewal after the notice period.
• You are responsible for any taxes that apply to your purchase, other than taxes on our income.

5. Cancellation and refunds

• You may cancel at any time from your dashboard or by emailing us. Cancellation takes effect at the end of the current billing period.
• The setup fee is non-refundable. Subscription fees already paid are not refunded or prorated, except where required by law.
• Cancelling during the free trial means you are never billed for the subscription.

6. Your responsibilities

You are the data controller for your end-customers' personal data. In particular, you are responsible for:

• Having a lawful basis, and giving any legally required notices to your end-customers, before routing their messages to HandleHQ for processing.
• Complying with the terms of the messaging channels you connect, including Meta's WhatsApp Business terms and applicable anti-spam and telemarketing laws.
• Keeping your account credentials secure and notifying us promptly of any unauthorized use.
• Reviewing AI-generated content before relying on it in ways that could affect your customers or your business.
• The accuracy and legality of the business information and instructions you give the AI agent.

7. Acceptable use

You must not, and must not allow anyone else to:

• Use the service for unlawful, fraudulent, or deceptive activity, or to process content that is illegal to possess or distribute.
• Use the service to send spam or unsolicited bulk messages.
• Attempt to extract, misuse, or manipulate the underlying AI models, including prompt-injection attacks against other customers' agents.
• Resell, sublicense, or white-label the service without our written agreement.
• Probe, scan, or test the vulnerability of our systems, or interfere with service integrity or performance.
• Copy, reverse engineer, or create derivative works of the service except as permitted by law.

8. AI-generated content

The service uses large language models to interpret messages and generate responses. AI output can be inaccurate, incomplete, or inappropriate despite our safeguards. You are responsible for supervising the use of AI output in your business. The service is not designed for use in situations where an error could cause serious harm, and you agree not to use it for such purposes.

9. Data protection

Our Privacy Policy describes how we handle personal data. Where we process your end-customers' personal data on your behalf, our Data Processing Agreement applies and forms part of these Terms.

10. Intellectual property

• We own the service, including its software, design, and branding. These Terms grant you no rights in them except the right to use the service while your subscription is active.
• You own your data. You grant us a limited license to host and process your data (including your end-customers' messages) solely to provide and support the service.
• We do not use your data or your end-customers' data to train AI models without your explicit consent.

11. Service availability

We aim for high availability but do not guarantee uninterrupted service, and these Terms include no service-level agreement. We may perform maintenance, and the service depends on third-party providers (such as messaging and AI platforms) whose outages are outside our control. We will use reasonable efforts to give notice of planned maintenance that we expect to be disruptive.

12. Disclaimer of warranties

The service is provided “as is” and “as available”. To the maximum extent permitted by law, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the service will be error-free or that AI output will be accurate.

13. Limitation of liability

To the maximum extent permitted by law: (a) neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, or data; and (b) our total liability arising out of or relating to the service is limited to the amounts you paid us in the 12 months before the event giving rise to the claim. These limits do not apply to liability that cannot be limited by law.

14. Indemnification

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 failure to obtain a lawful basis for routing your end-customers' data to us, provided we promptly notify you of the claim and reasonably cooperate at your expense.

15. Suspension and termination

• We may suspend or terminate your account for material breach of these Terms, non-payment, or where required by law or by our upstream providers. Where practical, we will give notice and a chance to cure before terminating.
• You may terminate at any time by cancelling your subscription.
• On termination, your access ends. You have 30 days from the termination date to request an export of your data, after which we delete it as described in the Data Processing Agreement, except where law requires longer retention.
• Sections that by their nature should survive termination (including payment obligations, IP, disclaimers, liability limits, and disputes) survive.

16. Governing law and disputes

These Terms are governed by the laws of the State of New York, USA, excluding its conflict-of-law rules. The state and federal courts located in New York County, New York have exclusive jurisdiction over disputes arising out of these Terms, and each party consents to their jurisdiction. Before filing a claim, the parties will attempt in good faith to resolve the dispute informally for 30 days.

[NOTE FOR COUNSEL: HandleHQ currently operates as a New York sole proprietorship. Revisit the party name in Section 1 and this Section when a legal entity (e.g. an LLC) is formed.]

17. Changes to these Terms

We may update these Terms as the product evolves. For material changes we will give active customers at least 30 days notice by email before the changes take effect. Continued use of the service after the effective date constitutes acceptance. The “last updated” date above reflects the most recent revision.

18. Notices and contact

General questions: hello@handlehq.net.
Formal legal notices must be sent by email to saifullah4khan@gmail.com with a copy to hello@handlehq.net. Email is the designated channel for legal notices under these Terms; a postal address for service of formal correspondence is available on written request.