By creating an account, accepting an invitation, purchasing a subscription, or using the Service, you agree to these Terms. If you use HelpRev for an organization, you agree on that organization’s behalf and confirm that you have authority to bind it.
1. Agreement and scope
These Terms of Service (the Terms) form an agreement between Plentisoft Sdn Bhd, HelpRev’s holding company acting through the HelpRev product (HelpRev, we, us, or our), and the individual or organization that accesses or uses the Service (you or Customer).
These Terms apply to HelpRev’s websites, hosted applications, customer-support workspace, customer-intelligence features, public help surfaces, widgets, integrations, and related services that link to these Terms (collectively, the Service).
If you and HelpRev have signed a separate written agreement that expressly governs the Service, that agreement controls to the extent of a conflict. Additional terms displayed during purchase, onboarding, or use of a particular feature form part of these Terms.
2. Key definitions
- Authorized User
- A person whom Customer permits to access its HelpRev workspace.
- Customer Data
- Data, messages, files, content, records, instructions, and other material submitted to, transmitted through, connected to, or generated from Customer’s use of the Service. Customer Data includes End Customer Data.
- End Customer
- A person who contacts Customer, uses Customer’s public help content or widget, answers a survey, or is otherwise represented in Customer Data.
- End Customer Data
- Personal data, communications, account context, feedback, support history, and related information concerning an End Customer.
- Output
- A draft, classification, summary, recommendation, prediction, alert, brief, or other result generated with AI-assisted features.
3. Eligibility and authority
You must be legally capable of entering into a binding contract and must use the Service for lawful business purposes. The Service is not directed to children.
If you use the Service on behalf of a company or other organization, you represent that you have authority to accept these Terms for that organization. The organization is responsible for its Authorized Users and for acts and omissions occurring through its workspace.
4. Accounts and workspaces
You must provide accurate account information and keep it current. You are responsible for safeguarding credentials, recovery methods, invitation links, API keys, and other access mechanisms associated with your account.
You must promptly notify us at hello@helprev.ai if you become aware of unauthorized access, credential compromise, or another security incident affecting your account.
Workspace owners and administrators may invite and remove members, assign roles and teams, connect inboxes and services, configure rules, access Customer Data, and control other workspace settings. Customer is responsible for choosing appropriate administrators and permissions.
An Authorized User may belong to more than one workspace. Customer must not allow account credentials to be shared between people or provide access to anyone who is not authorized to view the Customer Data in that workspace.
5. The Service
Subject to these Terms and payment of applicable fees, we grant Customer a limited, non-exclusive, non-transferable right to access and use the Service during the applicable subscription term for Customer’s internal business operations.
HelpRev may help Customer receive and manage support conversations, organize customer context, collaborate internally, maintain knowledge, prepare draft replies, identify customer signals, create evidence-linked summaries, configure alerts, and manage related workflows. Features may depend on Customer configuration, available evidence, third-party services, plan allowances, and technical limits.
We may improve, modify, add, or remove features over time. We will not intentionally make a material reduction to paid core functionality during a current subscription term without reasonable notice, except where a change is needed for security, law, third-party service changes, or to prevent harm.
Beta, preview, evaluation, or early-access features may be incomplete, change without notice, and be subject to additional limitations. They are provided for evaluation and should not be relied on for critical operations unless we agree otherwise in writing.
6. Customer Data
Customer responsibility
Customer retains its rights in Customer Data. Customer is responsible for the accuracy, quality, legality, and means of obtaining Customer Data and for providing all notices, choices, and permissions required to collect and process it through the Service.
Customer represents that it has all rights and lawful authority necessary for HelpRev and its service providers to receive, host, copy, transmit, analyze, display, and otherwise process Customer Data as needed to provide, secure, support, and improve the Service.
Our limited permission
Customer grants HelpRev a worldwide, non-exclusive, limited license to process Customer Data solely to provide, maintain, secure, troubleshoot, and support the Service; comply with law; prevent abuse; and perform other documented instructions from Customer.
We will not acquire ownership of Customer Data through these Terms. Our handling of personal data is further described in the Privacy Policy and any applicable data-processing agreement.
End Customer Data
Customer determines why and how End Customer Data is used in its workspace. Customer must not use HelpRev to collect or process data it has no right to use. Customer should avoid placing highly sensitive data in the Service unless it is necessary, lawful, and covered by appropriate safeguards and a written agreement with us.
7. AI-assisted features
Some features use machine learning or third-party AI services to classify messages, prepare drafts, summarize evidence, recommend actions, answer questions, or generate other Outputs.
- Outputs require review. AI-generated replies remain drafts until a person reviews and sends them. Recommendations and predictions are decision support, not guarantees.
- Outputs may be incomplete or incorrect. Customer must evaluate Outputs for accuracy, suitability, bias, and compliance before relying on or sharing them.
- Evidence may be insufficient. HelpRev may abstain, show an empty state, or indicate that it lacks enough evidence.
- Human responsibility remains. Customer is responsible for customer communications, commercial decisions, employment decisions, legal compliance, and other consequential actions.
- Provider terms may apply. If Customer connects its own AI-provider key, Customer’s relationship with that provider, including charges and provider terms, is separate from these Terms.
You must not use AI-assisted features to make unlawful decisions about a person, misrepresent generated content as verified fact, or automatically send consequential communications without the review required by the Service.
8. Email, widgets, and integrations
Connected email
When Customer connects or forwards a support address, Customer authorizes HelpRev to receive and process messages and related metadata for that address and, where configured, send replies using Customer’s verified sending identity. Customer is responsible for controlling forwarding rules, domain records, aliases, recipients, suppressions, and access to the connected address.
Customer must not use the Service to send spam, deceptive messages, or communications that violate applicable marketing, privacy, or consumer-protection laws. Delivery may be delayed, rejected, or suppressed by providers or security controls.
Public help surfaces and widgets
If Customer publishes knowledge or deploys a widget, Customer is responsible for its content, placement, end-user notices, consent choices, and website configuration. Public widget answers use the Customer content made available for that purpose and may abstain when evidence is insufficient.
Third-party integrations
Customer may choose to connect external services or delivery destinations. Customer authorizes HelpRev to exchange Customer Data with those services as instructed by Customer. Third-party services are governed by their own terms and privacy practices, and HelpRev is not responsible for their acts, omissions, availability, or changes.
9. Acceptable use
You must not, and must not permit another person to:
- use the Service unlawfully or infringe the rights of another person;
- send spam, phishing, malware, abusive communications, or deceptive content;
- upload or process data without the necessary rights, notices, or permissions;
- attempt to access another customer’s workspace, data, account, or systems;
- probe, scan, bypass, disable, or interfere with security, rate limits, usage limits, or access controls;
- reverse engineer or attempt to derive source code except to the extent a restriction is prohibited by law;
- resell, sublicense, or provide the Service as a shared access pool unless we authorize it in writing;
- use automated methods outside documented integrations in a way that disrupts the Service or places unreasonable load on shared resources;
- use the Service to develop or benchmark a competing product in a way that violates applicable law or our intellectual-property rights; or
- use Outputs as the sole basis for decisions that produce legal or similarly significant effects on a person.
We may investigate suspected violations and may limit or suspend access where reasonably necessary to protect the Service, customers, End Customers, or third parties.
Fair use of message volume
Plans that include unlimited messages are unlimited for their intended purpose: human customer-support conversations between the Customer’s team and its End Customers.
The following uses are outside that purpose and are not covered by an unlimited plan:
- using mailboxes to archive, back up, or warehouse email;
- routing machine-generated traffic through the Service, such as application logs, monitoring alerts, or scheduled system output;
- sending newsletters, marketing broadcasts, or other bulk mail unrelated to a support conversation;
- relaying mail on behalf of another system or service.
Each unlimited plan carries a fair-use allowance, published on our pricing page. We track usage against it. If a workspace reaches its allowance, we contact the Customer first; message delivery continues during a grace margin while we talk. If usage continues past the grace margin, we may pause receiving and sending for that workspace until the monthly reset, an upgrade, or an agreed arrangement. Pausing delivery never deletes Customer Data.
If we identify one of the excluded uses above, we will notify the Customer and allow seven days to stop it before we restrict message delivery. We may suspend access immediately and without notice only for spam, unlawful content, or a threat to the security of the Service, as described in the Suspension section.
10. Fees, subscriptions, and taxes
Prices, billing periods, included allowances, usage charges, and any promotional terms are those presented at purchase or in an applicable order. Unless stated otherwise, fees are quoted in US dollars and exclude taxes.
Paid subscriptions may renew automatically for the same billing period unless Customer cancels before the renewal date. Customer authorizes the applicable payment processor to charge the payment method on file for subscription fees, usage charges, and taxes.
Customer is responsible for applicable taxes other than taxes based on our net income. If payment is overdue, we may limit or suspend paid features after providing notice where reasonably practicable.
Cancellation stops future renewal but does not by itself create a refund. Refunds, guarantees, credits, and promotional rates are governed by the terms shown at purchase, mandatory consumer law, and any written order between Customer and HelpRev. AI or usage credits are not transferable and may expire as described in the applicable plan.
We may change pricing or packaging for a future subscription term by providing notice before the change takes effect. A rate expressly described at purchase as grandfathered or locked will be treated according to those purchase terms.
11. Ownership, license, and feedback
HelpRev and its licensors retain all rights in the Service, software, interfaces, documentation, designs, trademarks, and related technology. Except for the limited right to use the Service under these Terms, no rights are transferred to Customer.
Subject to these Terms, Customer may use Outputs generated for Customer’s workspace for its internal business purposes and customer communications. Customer is responsible for determining whether an Output is appropriate to use and whether third-party rights apply.
If you provide product suggestions or feedback, you grant us a perpetual, worldwide, royalty-free right to use it without restriction or obligation, provided we do not publicly identify you as the source without permission.
12. Confidentiality
Each party may receive non-public information that is marked confidential or should reasonably be understood to be confidential. The receiving party will use reasonable care to protect it and will use it only for the relationship contemplated by these Terms.
Confidential information does not include information that the receiving party can demonstrate was lawfully known without restriction, independently developed, received lawfully from another source, or made public without breach. A party may disclose confidential information when required by law after providing notice where legally permitted.
13. Privacy and data protection
Our Privacy Policy explains how we handle personal data. Customer and HelpRev will comply with data-protection laws applicable to their respective processing.
For End Customer Data and other personal data processed on Customer’s documented instructions, Customer generally acts as the controller or equivalent business and HelpRev acts as its processor or service provider. For account administration, billing, service security, support, and our own website operations, HelpRev may act as a controller.
If applicable law requires a separate data-processing agreement, the parties will complete one before Customer submits regulated personal data that requires it.
14. Suspension and termination
Customer may stop using the Service at any time and may cancel a subscription through the available account process or by contacting us. Cancellation takes effect according to the applicable purchase terms.
We may suspend or terminate access if Customer materially breaches these Terms, fails to pay amounts due, creates a security or legal risk, uses the Service in a way that may harm others, or if continued provision becomes unlawful. Where reasonably practicable, we will provide notice and an opportunity to cure.
After termination, Customer’s right to use the Service ends. We may delete Customer Data after a reasonable post-termination period, subject to legal obligations, backup cycles, disputes, and any written agreement. Customer is responsible for exporting information it needs before termination where export functionality is available.
Sections that by their nature should survive termination will survive, including payment obligations, ownership, confidentiality, disclaimers, liability limits, indemnity, and general terms.
15. Disclaimers
To the fullest extent permitted by law, the Service, beta features, and Outputs are provided as is and as available. We disclaim warranties of merchantability, fitness for a particular purpose, non-infringement, and any warranty arising from course of dealing or usage of trade.
We do not warrant that the Service will be uninterrupted, error-free, or suitable for every use; that messages will always be delivered; that every signal will be detected; or that every Output will be accurate, complete, or unique.
Nothing in these Terms excludes a warranty or right that cannot lawfully be excluded.
16. Limitation of liability
To the fullest extent permitted by law, neither party will be liable for indirect, incidental, special, exemplary, punitive, or consequential damages, or for loss of profits, revenue, goodwill, business opportunity, anticipated savings, or data, arising from or related to the Service, even if advised that such damages were possible.
To the fullest extent permitted by law, HelpRev’s total aggregate liability arising from or related to the Service or these Terms will not exceed the amounts Customer paid to HelpRev for the Service during the twelve months immediately before the event giving rise to the claim.
These limits do not apply to liability that cannot be limited under applicable law. The allocation of risk in this section is an essential basis of the agreement.
17. Indemnity
Customer will defend, indemnify, and hold harmless HelpRev, its holding company Plentisoft Sdn Bhd, and their officers, employees, and affiliates from third-party claims, damages, and reasonable costs arising from Customer Data, Customer’s use of the Service in violation of these Terms, Customer’s customer communications, or Customer’s violation of law or third-party rights.
We will provide prompt notice and reasonable cooperation. Customer may control the defense, but may not settle a claim in a way that admits fault by or imposes obligations on an indemnified party without written consent.
18. Changes to these Terms
We may update these Terms to reflect changes in the Service, law, security practices, or business operations. We will post the revised Terms and update the date above. If a change materially affects your rights, we will provide additional notice where required by law.
Changes apply prospectively. Continued use of the Service after updated Terms take effect constitutes acceptance, except where applicable law requires another form of consent.
19. General terms
Governing law
These Terms are governed by the laws of Malaysia, without regard to conflict-of-law principles. Subject to rights that cannot be waived under applicable law, disputes will be submitted to the courts of Malaysia.
Assignment
Customer may not assign these Terms without our written consent. We may assign these Terms in connection with a merger, reorganization, sale of assets, or transfer of the Service.
Notices
We may provide notices through the Service, by email to the address associated with Customer’s account, or by posting on our website. Legal notices to us must be sent to hello@helprev.ai.
Entire agreement and severability
These Terms, the Privacy Policy, purchase terms, and any written order form the entire agreement concerning the Service. If a provision is unenforceable, it will be modified to the minimum extent necessary and the remaining provisions will continue in effect.
No waiver and no third-party beneficiaries
A failure to enforce a provision is not a waiver. These Terms do not create third-party beneficiary rights.
Force majeure
Neither party is liable for delay or failure caused by circumstances beyond its reasonable control, except for payment obligations.