Terms of service

These terms govern the use of helq, a live chat and ticket service for online shops, provided by helq ("we"). By creating an account you accept them on behalf of the company you represent. helq is offered to businesses, not to consumers.

1. The service

helq lets you put a chat on your website, answer your visitors from a shared inbox, turn messages received outside your hours into tickets answered from your own email address, and manage a team of agents. We develop the service continuously and may add, change or remove features; we announce changes that remove functionality at least 30 days ahead.

2. Account and team

You need an account with a verified email address. You are responsible for everything done under your account and for the people you invite. Keep your password private and tell us at once if you suspect misuse. Owners and admins can change settings, billing and the team; agents answer conversations.

3. Trial, price and payment

• Every new company gets a free trial of 7 days without a card. After the trial the chat is paused on your site until you subscribe; your data stays.
• There is one plan: CHF 49 per month per company, including every feature and an unlimited number of teammates, plus VAT where it applies.
• Payment is monthly in advance by card through Stripe. Invoices are issued in Swiss francs and are available from the billing page.
• If a payment fails we tell you and keep the service running for a short grace period; if the payment is not completed, the chat is paused until it is.
• We may change the price with 30 days' notice; the new price applies from your next renewal after the notice period.

4. Cancellation and termination

You can cancel at any time from the billing page; the subscription ends at the end of the paid month and is not refunded for the remaining days. We can terminate the contract with 30 days' notice, or immediately if you breach these terms in a serious way (section 6) or if a payment remains outstanding for more than 30 days. After termination you have 30 days to export your data; afterwards we delete it.

5. Your data and your visitors

The conversations, visitor data and settings in your account are yours. We process the data of your website visitors on your behalf under the data processing agreement, which forms part of these terms. You are responsible for informing your visitors about the chat in your own privacy policy and for using a mailbox you are entitled to use for tickets.

6. Acceptable use

You may not use helq to send unsolicited messages, to collect data you are not allowed to collect, to distribute illegal, infringing or harmful content, to attack or overload the service, or to resell it. We may suspend an account that causes harm to the service or to other customers, and will tell you why.

7. Availability and support

We run the service with care and aim for continuous availability but do not guarantee a specific uptime. Maintenance is announced where it can be planned. Support is provided through the chat in the app and by email during Swiss business hours.

8. Intellectual property

The service, its software and design remain our property. You receive a non-exclusive, non-transferable right to use it for the duration of the contract. Feedback you give us may be used to improve the service without obligation.

9. Liability

To the extent permitted by law, our liability for damages is limited to the fees you paid in the 12 months before the event, and we are not liable for indirect damages, lost profit or lost data that you could have backed up through the export function. This limit does not apply to intent or gross negligence, or to damages for which liability cannot be limited by law. You hold us harmless from claims by third parties arising from your use of the service in breach of these terms.

10. Changes to these terms

We may change these terms. We inform you by email at least 30 days before changes that affect you take effect. If you do not agree you can cancel before they apply; continued use after that date counts as acceptance.

11. Law and jurisdiction

Swiss law applies, excluding its conflict-of-law rules and the UN Convention on Contracts for the International Sale of Goods. Courts at Zurich, Switzerland have jurisdiction, subject to mandatory law. If a provision of these terms is invalid, the rest remains in force.

Contact: helq, [email protected].