Last updated: October 1, 2026
These terms govern the use of Helpeen, the customer support service available at helpeen.com (the Service). By creating an account or using the Service you accept them on behalf of the company or professional you represent (the Customer). This is a translation: if it differs from the Spanish version, the Spanish version prevails.
1. Who we are
As required by Spanish Law 34/2002 on information society services (LSSI):
- Provider: Birrastorming Ideas, S.L.
- Tax id (NIF): B98498496
- Registered address: Calle Carabelas, 6, 46137 Puebla de Farnals (Valencia), España
- Registry: Registro Mercantil de Valencia, hoja V-151.720, inscripción 1.ª
- Contact: hello@helpeen.com
2. The Service
Helpeen lets the Customer publish help content (articles, FAQs and videos), handle the conversations its own users (the End users) send, and access all of it through an API. When available, AI agents will be able to suggest or send replies based on the Customer's own content and replies.
The Service is meant for businesses and professionals. If you sign up as a consumer, you keep any rights that applicable consumer law grants you, which these terms do not limit.
3. Account
- You are responsible for keeping your account details accurate and your password and API keys confidential.
- Every team member signs in with their own account. The Customer is responsible for what the people it invites do.
- Tell us as soon as you suspect unauthorized access, and revoke any affected API keys.
4. Plans, prices and payment
- Plans, their limits and their prices are those published on the website when you subscribe.
- Prices exclude taxes. VAT is added where applicable. Business customers in other EU member states with a valid intra-community VAT number are not charged Spanish VAT (reverse charge). Customers outside the EU are not charged Spanish VAT.
- Paid plans are billed monthly in advance and renew automatically until you cancel.
- You can change or cancel your plan at any time from the panel. Cancellation takes effect at the end of the period already paid and does not entitle you to a refund for the unused part.
- We may change prices with at least 30 days' notice. If you disagree, you can cancel before the change applies.
- If a payment fails, we may limit the account to the Free plan until it is settled.
5. Acceptable use
You may not use the Service to:
- send spam or unsolicited communications, or impersonate others;
- publish unlawful, infringing or misleading content;
- try to access other customers' data, get around plan limits, or compromise the security or operation of the Service;
- resell the Service without our written permission.
6. Customer content and data
- All the content you publish and the data in your conversations belong to you. You grant us only the license needed to host, process and display them in order to provide the Service.
- One Customer's data is never used to provide the Service to another Customer, or to answer another Customer's End users.
- You can export your content through the API while your account is active.
7. AI agents
- Replies generated by an AI agent are based on your content and your team's replies, but they may contain mistakes. You decide which topics they handle and in which mode (draft or automatic), and you are responsible for how you use them.
- You can switch the agents off at any time.
8. Data protection
For the data of your account and your team, we act as controller under our Privacy policy.
For the personal data of your End users (for example their id, email, name and messages), you are the controller and we are the processor. By accepting these terms, the data processing agreement required by Article 28 of the General Data Protection Regulation (GDPR) is entered into, on these terms:
- Subject matter and duration: the processing needed to provide the Service, for as long as the contract lasts.
- Data and data subjects: End users' contact and identification data and the content of their messages.
- Instructions: we only process the data on your documented instructions, which are these terms and your use of the Service.
- Confidentiality: people authorized to process the data are bound by confidentiality.
- Security: we apply appropriate technical and organizational measures, including encryption in transit, per-company access control and key revocation.
- Sub-processors: you authorize us to use the providers listed in the Privacy policy. We will notify you of any change in advance so that you can object.
- Assistance: we will help you respond to End users' requests to exercise their rights and meet your obligations on security, breach notification and impact assessments.
- Breaches: we will notify you without undue delay of any security breach affecting that data.
- End of processing: when the contract ends, we delete the data within 30 days unless the law requires us to keep it. You can export it through the API beforehand.
- Audits: we will make available the information needed to demonstrate compliance with these obligations.
It is up to you to inform your End users and to have a legal basis for the processing.
9. Availability
We work to keep the Service available and working well, but we do not guarantee that it will be uninterrupted or error-free, and we do not offer service level agreements (SLAs). We may carry out maintenance and change the Service; if a change removes a significant feature of a paid plan, we will give you reasonable notice.
10. Liability
- The Service is provided "as is". To the fullest extent permitted by law, we are not liable for indirect damages, loss of profits, or loss of data or business.
- Our total liability to the Customer is limited to the amount it paid us in the 12 months before the event giving rise to it.
- These limits do not apply in cases of willful misconduct or gross negligence, or where the law does not allow them.
11. Suspension and termination
- You can close your account at any time.
- We may suspend or close an account that breaches these terms, giving notice first where possible.
- After closure, we delete the account's content and data as described in section 8 and in the Privacy policy.
12. Changes to these terms
We may update these terms. If a change is significant, we will notify you by email or in the panel at least 30 days before it applies. If you keep using the Service afterwards, you accept it; if not, you can close your account.
13. Governing law and jurisdiction
These terms are governed by Spanish law. The parties submit any dispute to the courts of Valencia (Spain), unless the law sets another mandatory jurisdiction.