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Last Updated: 26 August 2026

These Terms of Service (“Terms”) constitute a legally binding agreement made between you, whether personally or on behalf of an entity (“you” or “Customer”), and Heroic Media Ltd, trading as HelpJet, a company registered in England and Wales under company number 08589870 with its registered office at The Glades, Festival Way, Stoke-on-Trent, England, ST1 5SQ (“Company”, “we”, “us”, or “our”), concerning your access to and use of the HelpJet website (helpjet.com), the HelpJet application (app.helpjet.com), the HelpJet chat widget and any related software, plugins and services (together, the “Service”).

By accessing the Service, you agree that you have read, understood, and agreed to be bound by all of these Terms. If you do not agree with all of these Terms, then you are expressly prohibited from using the Service and you must discontinue use immediately.

If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity, and “you” refers to that entity. You must be at least 18 years old to use the Service. Our Privacy Policy explains how we handle personal data and forms part of these Terms.

1. THE SERVICE

1.1 Description: Heroic Media Ltd provides a software-as-a-service (SaaS) platform that allows you to create, train, and deploy AI chatbots (“bots”) using your own content and third-party large language models (LLMs), and to deploy those bots on your websites and other channels.

1.2 Account: To use the Service, you must register for an account. You are responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account, including the activities of team members you invite to your organisation. You must notify us promptly of any unauthorised use of your account.

1.3 Plans and Allowances: The Service is offered on a Free plan and on paid plans (currently “Pro”), each with allowances for the number of bots and monthly interactions as described on our pricing page. Monthly interaction allowances reset on your organisation’s billing date and unused allowance does not roll over. When your monthly allowance and any purchased credits are exhausted, your bots stop responding until the allowance resets or you purchase further credits.

1.4 Free Trial: Paid plans may include a free trial (currently 14 days, with no payment card required, available once per organisation). If you do not add a payment method before the trial ends, your organisation returns to the Free plan.

1.5 HelpJet Branding: Bots display a “Powered by HelpJet” notice unless you have purchased the add-on that removes it. You may not remove, hide or obscure this notice by any other means.

1.6 Changes to the Service: We may add, modify or discontinue features of the Service from time to time. We will use reasonable efforts to notify you in advance of any change that materially reduces the core functionality of your plan. Features labelled beta, preview, early access or similar are provided “as is” and may be changed or withdrawn at any time.

1.7 Availability and Support: We aim to keep the Service available at all times but do not guarantee uninterrupted or error-free operation; the Service may be unavailable during maintenance or for reasons outside our reasonable control. Support is provided by email and through your HelpJet dashboard at the level described for your plan.

1.8 Third-Party Services: The Service allows you to connect third-party services. You are responsible for your use of those services, for ensuring that you are entitled to connect them, and for any credentials you provide to us for that purpose. We are not responsible for third-party services, and their own terms govern your use of them.

2. INTELLECTUAL PROPERTY RIGHTS

2.1 Our Property: We own all intellectual property rights in the Service, including the software, design, and algorithms, excluding Customer Data and Output. Subject to these Terms, we grant you a limited, non-exclusive, non-transferable right to access and use the Service in accordance with your plan for the duration of your subscription.

2.2 Your Content (Input): You retain all ownership rights to the data, text, files and other content you upload to or connect with the Service to train your bots (“Customer Data”). By providing Customer Data, you grant us a worldwide, royalty-free licence to host, store, copy, process and transmit it to provide, maintain, secure, support and improve the Service and as otherwise permitted by these Terms (see clause 3). You represent that you have all rights necessary to provide the Customer Data and to grant this licence.

2.3 AI Output: As between you and the Company, and to the extent permitted by applicable law, you own all output generated by your bots based on your Customer Data (“Output”). You are responsible for the content of the Output and its use.

2.4 Feedback: If you provide suggestions or feedback about the Service, we may use them without restriction or any obligation to you.

3. USE OF CUSTOMER DATA

3.1 Use of Customer Data: We may use Customer Data to provide, maintain, secure, support and improve the Service, including to develop and improve the AI models and features that power it, in accordance with these Terms and our Privacy Policy.

3.2 Anonymised and Aggregated Data: We may also use anonymised or aggregated data derived from your use of the Service (for example, usage frequency) for any purpose, including maintaining performance and security and improving the Service.

4. AI SPECIFIC PROVISIONS & ACCURACY

4.1 Nature of AI: You acknowledge that the Output is generated by artificial intelligence. AI can sometimes provide inaccurate, misleading, or offensive information (often referred to as “hallucinations”).

4.2 No Warranty of Accuracy: We do not guarantee the accuracy, completeness, or reliability of any Output. You should human-verify any Output before relying on it for business decisions or providing it to end-users.

4.3 External Models: The Service uses third-party AI model providers to generate Output. Your use of the Service is also subject to the usage policies of these providers. We may change the providers or models used by the Service from time to time.

4.4 Your End Users: You are responsible for how you deploy your bots and for the people who interact with them (“End Users”). You must make appropriate disclosures to End Users, including that they are interacting with an AI system; provide any privacy notice required by law for the data your bot collects (see clause 7); and not deploy a bot in a way that is misleading or in a context where a person could reasonably be expected to rely on the Output without human review, such as legal, medical or financial advice.

5. FAIR USE POLICY

5.1 Purpose: To ensure service stability for all users, your usage is subject to this Fair Use Policy.

5.2 Prohibited Patterns: You shall not use the Service in a manner that:

  • Involves automated “scraping” or high-frequency API calls that exceed reasonable human-scale usage.
  • Attempts to bypass plan-specific limits on bots, interactions, storage, or training data.

5.3 Enforcement: If usage significantly exceeds the average for your plan tier, we reserve the right to throttle access, require an upgrade to a higher plan, or suspend the account following written notice.

6. ACCEPTABLE USE

You agree not to use the Service to:

  • Generate, store or distribute illegal, harmful, defamatory, or infringing content.
  • Infringe the intellectual property, privacy or other rights of others, including by training a bot on content you do not have the legal right to use.
  • Upload “Special Category Data” (sensitive personal information such as health records, political opinions, or criminal history) as defined by UK GDPR, unless specifically agreed with us in writing.
  • Reverse-engineer, copy or otherwise attempt to derive the source code of the Service, or use the Service to build a competing product.
  • Bypass or attempt to bypass plan limits, security measures or access controls, including domain restrictions on the chat widget.
  • Send spam, malware or unsolicited communications, or interfere with the Service or with other customers’ use of it.
  • Deploy a bot on any website, or in any manner, that violates applicable law.

We may remove content or suspend access to the Service where we reasonably believe this clause has been breached.

7. DATA PROTECTION (UK GDPR)

7.1 Roles: For the purposes of the UK GDPR and the Data Protection Act 2018, in respect of personal data contained in Customer Data and personal data of your End Users processed through your bots, you are the “Data Controller” and we are the “Data Processor”. In respect of the personal data of our own account holders and website visitors, we are the controller, as described in our Privacy Policy.

7.2 Processing Instructions: We will process personal data on your behalf only on your documented instructions, which include these Terms and your use of the features of the Service, unless we are required to do otherwise by law (in which case we will inform you before processing, unless the law prohibits this).

7.3 Our Obligations: We will: (a) ensure that staff who access personal data are bound by obligations of confidentiality; (b) implement appropriate technical and organisational measures to protect personal data; (c) taking into account the nature of the processing, assist you in responding to requests from data subjects and in meeting your obligations regarding security, breach notification and data protection impact assessments; (d) notify you without undue delay after becoming aware of a personal data breach affecting Customer Data; (e) delete or return personal data at the end of the Service as described in clause 10.3; and (f) make available the information reasonably necessary to demonstrate our compliance with this clause.

7.4 Sub-processors: You authorise us to engage sub-processors to provide the Service. We remain responsible for the acts and omissions of our sub-processors and will give you notice of any intended addition or replacement of a sub-processor, after which you may object by terminating your subscription.

7.5 International Transfers: Where our sub-processors process personal data outside the United Kingdom, we will ensure that appropriate safeguards are in place, as described in our Privacy Policy.

7.6 Prohibited Data: You agree not to upload “Special Category Data” (sensitive personal information such as health records, political opinions, or criminal history) unless specifically agreed upon in writing.

7.7 Your Responsibilities: You are responsible for the lawfulness of the personal data you process through the Service, including for having a lawful basis for that processing and for providing any notices required to your End Users.

8. FEES AND PAYMENT

8.1 Subscriptions: Paid plans are billed in advance on a recurring monthly or annual basis (“Plan”). Your subscription renews automatically at the end of each billing period until cancelled. Prices are as shown on our pricing page at the time of purchase.

8.2 Add-ons: Add-ons are billed in addition to your Plan. Credit pack purchases are final and non-refundable except as required by law. The Service is provided from the moment of purchase, and a free plan is available for evaluating the Service before purchase.

8.3 Auto-recharge: If you enable auto-recharge, you authorise us to charge your saved payment method for a credit pack each time your remaining interactions fall to the threshold you have set, up to the monthly spend cap you have set (exclusive of tax). You can change or disable auto-recharge at any time from the Billing page in your HelpJet dashboard.

8.4 Taxes: Prices exclude VAT and any other applicable taxes, which will be added where required.

8.5 Payment Processing: Payments are processed by Stripe. We do not store your payment card details. You authorise us and Stripe to charge your chosen payment method for all amounts due under these Terms.

8.6 Failed Payments: If a payment fails, we will attempt to collect it again and notify you. If it remains unpaid, we may suspend paid features or return your organisation to the Free plan.

8.7 Changes: We may modify subscription fees at any time, providing you with at least 30 days’ notice. Fee changes apply from your next renewal after the notice period; if you do not accept a change, you may cancel your subscription before it takes effect.

8.8 Refunds: Except as required by law, paid subscription fees are non-refundable.

9. LIMITATION OF LIABILITY

9.1 Exclusion: Nothing in these Terms excludes or limits any liability that cannot be excluded or limited by law.

9.2 Cap on Liability: To the maximum extent permitted by law, Heroic Media Ltd shall not be liable for any indirect, incidental, or consequential damages (including loss of profits or data) arising out of your use of the Service. Our total liability shall not exceed the amount paid by you to us in the 12 months preceding the claim.

9.3 Disclaimer: Except as expressly set out in these Terms, the Service is provided “as is”, and all other warranties, conditions and terms implied by law are excluded to the fullest extent permitted.

9.4 Indemnity: You will indemnify us against any claims, losses and costs arising from Customer Data, your Output, your bots’ interactions with End Users, or your breach of clauses 4.4, 6 or 7.7.

10. TERM AND TERMINATION

10.1 Termination by You: You may cancel your subscription at any time from the Billing page in your HelpJet dashboard. Cancellation takes effect at the end of your current billing period; you keep your paid features until then, and no pro-rata refund is given. When a paid subscription ends, your organisation returns to the Free plan and its limits: bots beyond the Free allowance are deactivated (not deleted).

10.2 Termination by Us: We may terminate or suspend your account immediately, without prior notice, if you breach these Terms, if we are required to do so by law, or if your use poses a security or legal risk to the Service or to other customers. We may also terminate these Terms for convenience on 30 days’ written notice, in which case we will refund any prepaid fees for the unused period.

10.3 Data Deletion: You may delete bots and their training data from your dashboard at any time. On termination of your account you may ask us to delete your Customer Data, and we will delete or anonymise it within 30 days of your request, except where we are required to retain it to comply with legal obligations (such as billing records) or to resolve disputes, as described in our Privacy Policy. Please export anything you need before your account ends.

10.4 Survival: Clauses which by their nature should survive termination (including clauses 2, 3, 7, 9, 11 and 12) will continue to apply.

11. GOVERNING LAW

These Terms shall be governed by and defined following the laws of England and Wales. Heroic Media Ltd and yourself irrevocably consent that the courts of England and Wales shall have exclusive jurisdiction to resolve any dispute which may arise in connection with these Terms.

12. GENERAL

12.1 Changes to Terms: We reserve the right to modify these Terms at any time. We will notify you of any changes by posting the new Terms on this page and updating the “Last Updated” date, and we will make reasonable efforts to notify you of material changes by email or in your dashboard at least 30 days before they take effect. Your continued use of the Service after changes constitutes acceptance of the new Terms.

12.2 Notices: We may send notices to the email address associated with your account. You may send notices to us through our contact form or by post to our registered office.

12.3 Entire Agreement: These Terms, together with our Privacy Policy and the plan and add-ons you select, form the entire agreement between you and us regarding the Service and supersede any prior agreements. If we have signed a separate data processing agreement with you, it prevails over clause 7 to the extent of any conflict.

12.4 Assignment: You may not assign or transfer these Terms without our prior written consent. We may assign them to an affiliate or to a successor in connection with a merger, acquisition or sale of assets.

12.5 Severability and Waiver: If any provision of these Terms is found to be unenforceable, the remaining provisions remain in full effect. Our failure to enforce any provision is not a waiver of our right to do so later.

12.6 Force Majeure: Neither party is liable for any delay or failure to perform caused by events beyond its reasonable control, other than payment obligations.

12.7 Third-Party Rights: No one other than a party to these Terms has any right to enforce any of its provisions under the Contracts (Rights of Third Parties) Act 1999.

12.8 Consumers: If you use the Service as a consumer, nothing in these Terms affects your statutory rights.

13. CONTACT US

If you have any questions about these Terms, please contact us through our contact form or write to Heroic Media Ltd, The Glades, Festival Way, Stoke-on-Trent, England, ST1 5SQ.