Terms & Policies

These Terms & Conditions (the "Terms") are a binding agreement between Helin ("Helin", "we", "us") and the person or company that creates a Helin account or uses the Helin service at gethelin.com (the "Customer", "you").

Helin is operated by Dede Wiranto, an individual sole proprietor based in Indonesia. Our order process and payments are handled by our reseller and Merchant of Record, Paddle.com.

By creating an account, clicking "I agree", or using the Service, you accept these Terms. If you are accepting on behalf of a company, you represent that you have authority to bind that company, and "you" means the company.

The Service is a business tool intended for business use (B2B). You may not use it as a consumer.

Documents incorporated into these Terms: our Privacy Policy and, where you or your end users are in a jurisdiction requiring one, our Data Processing Addendum ("DPA").

Helin provides an AI customer-support agent: a chat widget you embed on your website that answers your visitors' questions using a knowledge base you supply (uploaded documents, pasted text, and website content you ask us to crawl), together with a dashboard to configure, test, monitor, and analyze your agents (the "Service").

We may improve, modify, or discontinue features over time. We will not materially reduce the core functionality of your paid plan during a paid period without notice.

• You must provide accurate registration information and keep it current.
• You are responsible for all activity under your account and for keeping credentials secure. Notify us immediately at support@gethelin.com of any unauthorized use.
• One account (workspace) may include multiple team members up to your plan's limit. You are responsible for your team members' compliance with these Terms.
• You must be at least 18 years old.

4.1 Plans and quotas

The Service is offered in tiers (currently Free, Launch, and Scale, plus custom Enterprise agreements). Each tier includes monthly quotas, most importantly a number of AI replies (messages the AI agent sends) per billing period, plus limits on agents, team members, and (on Free) knowledge base size. Current pricing and limits are listed at our pricing page and may be updated for future billing periods per §4.5.

If you reach your AI reply quota, the agent stops sending AI answers until the next billing period or an upgrade; your data and settings are unaffected. Quotas exist for fair use. We may throttle or suspend usage that circumvents them (e.g. automated traffic designed to burn replies).

4.2 Payment via Paddle (merchant of record)

Paid subscriptions are sold and billed by Paddle, our merchant of record. Paddle handles payment, invoicing, applicable taxes (VAT/GST/sales tax), and payment data. By purchasing, you also agree to Paddle's checkout terms. Prices are in USD unless shown otherwise; taxes may be added at checkout depending on your country.

4.3 Subscription term and renewal

Paid plans are monthly and renew automatically each billing period until cancelled. You can cancel anytime from the dashboard; cancellation takes effect at the end of the current billing period, and you keep access until then. After cancellation your account reverts to the Free plan (data above Free-plan limits may become read-only or need to be reduced).

4.4 Refunds

We offer a 30-day money-back guarantee, no questions asked. If you are not satisfied with Helin for any reason, contact us at support@gethelin.com within 30 days of your purchase and we will issue a full refund. Because Paddle is our Merchant of Record, refunds are issued by Paddle back to your original payment method. Full details are in our Refund Policy. Statutory rights that cannot be waived remain unaffected.

4.5 Price changes

We may change prices or plan limits with at least 30 days' notice (email or in-app). Changes apply from your next billing period. If you do not agree, cancel before the change takes effect.

4.6 Late payment / failed payment

If a renewal payment fails, Paddle retries per its dunning process. If payment remains uncollected, we may downgrade the workspace to Free or suspend paid features until payment is made.

5.1 Ownership

You retain all rights to the content you provide: knowledge base documents and text, crawled content from your own properties, agent configuration, conversation data with your visitors, and captured leads ("Customer Content"). We claim no ownership of it.

5.2 License to us

You grant us a worldwide, non-exclusive license to host, copy, process, transmit, and display Customer Content solely to provide and secure the Service (e.g. parsing your documents, generating embeddings, retrieving excerpts, and sending them with a visitor's question to our AI providers to generate an answer). This license ends when the content is deleted, subject to backup cycles described in the Privacy Policy.

5.3 No AI training on your content

We do not use Customer Content or your visitors' conversations to train AI models, and our AI providers are contractually prohibited from doing so with API data.

5.4 Your responsibilities for content

You represent and warrant that:

• you own or have the necessary rights to all Customer Content (including the right to crawl any URL you submit; only submit websites you own or are authorized to use);
• Customer Content does not infringe third-party rights or violate law;
• you will not upload content you are not permitted to disclose (e.g. other people's confidential data), and you will not upload special-category / sensitive personal data (health, government ID numbers, etc.) into the knowledge base.

5.5 Your end users (visitors)

As between you and Helin, you are the data controller of your website visitors' data; we process it on your behalf per the Privacy Policy and DPA. You are responsible for:

• posting a privacy policy on your website that covers the use of an AI chat agent and the processing described in our Privacy Policy;
• obtaining any consents your jurisdiction requires from your visitors;
• honoring your visitors' privacy rights requests (we will assist as your processor).

You must not, and must not allow anyone to:

• use the Service for anything unlawful, deceptive, or harmful, including distributing malware, phishing, harassment, or content that is defamatory or infringing;
• use the agent to give regulated advice (medical, legal, financial) or in contexts where an incorrect answer could cause physical harm or significant damage, without human review;
• attempt to probe, breach, or circumvent security or plan limits, scrape or crawl websites you are not authorized to, or interfere with other customers' use;
• reverse engineer, copy, resell, sublicense, or white-label the Service except as expressly permitted or agreed in writing;
• misrepresent the agent as human where law requires disclosing it is automated;
• use the Service to build a competing product or benchmark it publicly without our consent.

We may suspend or terminate accounts that violate this section, with notice where practicable.

The Service uses artificial intelligence. AI-generated answers:

• are produced automatically from your knowledge base content and are only as accurate as that content;
• may occasionally be incorrect, incomplete, or outdated despite our grounding and safety measures;
• are not professional advice of any kind.

You are responsible for the answers your agent gives your visitors. You should test your agent in the Playground, keep your knowledge base accurate and current, monitor conversations, and configure human handoff for cases the agent should not handle. Helin is a tool that assists your customer support; it does not replace your judgment or your legal obligations toward your customers.

The Service, including the software, widget, dashboard, AI pipeline design, branding, and documentation, is owned by Helin and its licensors and is protected by intellectual property laws. We grant you a limited, non-exclusive, non-transferable right to use the Service during your subscription per these Terms. No rights are granted except as expressly stated.

If you send us feedback or suggestions, we may use them without restriction or compensation. This never gives us rights to your Customer Content.

"Powered by Helin" attribution may appear on the widget. We do not currently charge to remove it; if this changes, it will be reflected on the pricing page.

The Service depends on third-party providers (hosting, database, AI models, payments) listed in our Privacy Policy. We are not responsible for outages or changes in third-party services beyond our reasonable control, but we will use commercially reasonable efforts to restore the Service and, where feasible, provide alternatives.

• We aim to keep the Service available continuously but do not guarantee uninterrupted availability. Planned maintenance will be announced where practicable.
• Support is provided per your plan: community (Free), email (Launch), priority email (Scale), dedicated (Enterprise).

Each party will protect the other's non-public information with at least reasonable care and use it only to perform under these Terms. This does not apply to information that is public, independently developed, or lawfully received from a third party. Disclosures required by law are permitted with notice where allowed.

We warrant that we will provide the Service with reasonable skill and care. Except as expressly stated in these Terms, the Service is provided "as is" and "as available", and we disclaim all other warranties, express or implied, including merchantability, fitness for a particular purpose, non-infringement, and any warranty that AI output will be accurate, complete, or error-free. No advice or information obtained from us creates any warranty not stated here. Some jurisdictions do not allow certain disclaimers, so parts of this section may not apply to you.

To the maximum extent permitted by law:

• Neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, data, or goodwill, even if advised of the possibility.
• Helin's total aggregate liability arising out of or related to the Service is capped at the amount you paid us in the 12 months before the event giving rise to the claim (or USD 100 if you are on the Free plan).
• Nothing in these Terms excludes liability that cannot be excluded by law (e.g. fraud, willful misconduct, or death/personal injury caused by negligence).

You acknowledge that these limits reflect the allocation of risk in the pricing of the Service.

By you: you will defend and indemnify Helin against third-party claims arising from (a) Customer Content, (b) your violation of these Terms or applicable law (including privacy obligations toward your visitors), or (c) websites you submitted for crawling without authorization.

By us: we will defend and indemnify you against third-party claims that the Service itself (excluding Customer Content and AI output based on your content) infringes their intellectual property rights, provided you notify us promptly and let us control the defense. If the Service is found infringing, we may modify it, replace it, or refund prepaid unused fees and terminate.

• By you: cancel anytime from the dashboard (§4.3), or delete your account entirely.
• By us: we may suspend or terminate your access (i) for material breach not cured within 14 days of notice, (ii) immediately for serious violations of §6 (acceptable use) or non-payment, or (iii) if we discontinue the Service, with at least 60 days' notice and a pro-rata refund of prepaid fees.
• Effect: on termination your license ends. You can export conversations and contacts from the dashboard before deletion. We delete Customer Content per the retention schedule in the Privacy Policy. Sections that by nature survive (IP, confidentiality, liability limits, indemnities, disputes) survive termination.

We may update these Terms. For material changes we will give at least 30 days' notice by email or in-app notice. Continued use after the effective date constitutes acceptance; if you do not agree, cancel before the changes take effect. The "Last updated" date always reflects the current version.

These Terms are governed by the laws of Indonesia, excluding its conflict-of-law rules and the UN Convention on Contracts for the International Sale of Goods.

Before filing any claim, the parties will attempt in good faith to resolve the dispute informally within 30 days of written notice.

• Entire agreement: these Terms plus incorporated documents are the entire agreement and supersede prior discussions. Enterprise customers with a signed order form or MSA: that document prevails over these Terms where they conflict.
• Assignment: you may not assign these Terms without our consent; we may assign to an affiliate or in a merger/acquisition.
• Severability: if a provision is unenforceable, the rest remains in effect.
• No waiver: failing to enforce a provision is not a waiver.
• Force majeure: neither party is liable for delay caused by events beyond reasonable control.
• Export & sanctions: you may not use the Service in violation of export-control or sanctions laws.
• Notices: to us at support@gethelin.com; to you at your account email.
• Language: these Terms are drafted in English; translations are for convenience only.

Helin is operated by Dede Wiranto, an individual sole proprietor based in Indonesia.
Email: support@gethelin.com