Subscriber Terms

These terms cover the commercial relationship between you and Holp Ltd. The general terms of use also apply; where the two disagree, these subscriber terms take precedence.

You are responsible for what happens under your account. That includes keeping your password to yourself, and it includes what the colleagues you invite do — seats are unlimited on every plan, which is generous, and it makes this worth saying.

Tell us as soon as you can if you think someone has got into your account who should not have.

You confirm that you have the authority to agree these terms on behalf of the business you are signing up for.

Every plan includes the same product — the full assistant, knowledge training and 50+ languages. Plans differ by conversation volume and the number of assistants, never by features. Current plans and prices are on the pricing page.

How conversations are counted

Your plan includes a number of conversations each month. The allowance resets at the start of each billing month and does not roll over.

[TO CONFIRM BEFORE PUBLISHING] Define precisely what counts as one “conversation” — a session, a thread, or an exchange — and when the counter resets. This is the term customers dispute most often on volume pricing, and a vague definition is unenforceable. It should also match whatever the Insights dashboard displays, or you will get support tickets about the discrepancy.

If you go over

Changing plan

Move up or down whenever you like. An upgrade takes effect straight away and we charge the difference for the rest of the period. A downgrade takes effect at your next renewal, so you keep what you have paid for.

[TO CONFIRM BEFORE PUBLISHING] Confirm the upgrade proration and downgrade-at-renewal behaviour matches what the billing system actually does today.

We will email you before the trial ends to remind you. One trial per business.

[TO CONFIRM BEFORE PUBLISHING] Two things. First, confirm a reminder email actually sends before the trial converts — do not promise it here otherwise. Second, and more urgent: the Intercom alternative page currently says “30 days, no card”. That is wrong and is live on the site now. Tell me and I will correct it wherever it appears.

[TO CONFIRM BEFORE PUBLISHING] Confirm cancellation is genuinely self-serve from the account. If it requires emailing support, this must say so — and it would be worth building the self-serve route, because “easy to cancel” is a real differentiator against Intercom and Zendesk and you are already making that argument on the comparison pages.

Refunds

Payments are not refundable, and cancelling part-way through a period does not produce a refund for the rest of it. You keep the service until the period ends.

Two exceptions, and we would rather state them than have you find out later:

• If the law gives you a refund right, you have it. Nothing here removes statutory rights — including the 14-day cancellation right that applies if you subscribe as a consumer rather than as a business.
• If we get it wrong, we will put it right. If we bill you in error, or the service fails for a sustained period through our fault, talk to us. We would rather refund than argue.

Price changes

We may change our prices. If we do, we will give you at least 30 days’ notice by email before the new price applies to your account. If you do not want to pay it, cancel before it takes effect and you will not be charged the new rate.

Your price will not change part-way through a period you have already paid for.

It stays yours

The content you upload, the knowledge you build and the conversations your assistant has all belong to you. We host and process them to run the service for you, and for nothing else.

Who is responsible for what

For conversations between your assistant and your website visitors, you are the data controller and Holp is your processor. In practice that means you decide what happens to those conversations, you handle requests from your visitors, and you need to mention the chat in your own privacy notice. We act on your instructions and help you find and delete things.

You are responsible for making sure the content you upload is yours to use and does not contain personal data you have no lawful basis to hold.

[TO CONFIRM BEFORE PUBLISHING] A written data processing agreement under Article 28 UK GDPR is legally required between Holp and every customer — a clause in the terms is not a substitute. Link it here once it exists. Flagged on the privacy policy too; it is the same gap and it will block public sector and larger private sales.

What happens when you leave

You can export your conversations and leads from the Conversations screen at any time, and we would encourage you to do that before you close the account.

After an account closes we delete its data from our live systems within 30 days, and from backups within 90 days. Billing records are kept for 6 years because tax law requires it. Once deleted it is gone — we cannot recover it for you.

Availability

We aim to keep Holp available and we monitor it, but we do not offer a contractual uptime guarantee on standard plans. Planned maintenance, and outages at the third parties we depend on, are not breaches of these terms.

[TO CONFIRM BEFORE PUBLISHING] If you want to sell to public sector, larger charities or anyone with a procurement process, a stated uptime target and a service credit regime is usually the first thing they ask for. Worth deciding whether to add one, at least on the larger plans.

Support

Support is by email at [email protected]. Response times vary by plan and are shown on the pricing page.

[TO CONFIRM BEFORE PUBLISHING] Confirm the pricing page actually states per-plan response times. If it does not, either add them there or reword this to avoid pointing at something that is not published.

The AI, and the providers behind it

Holp uses third-party AI models from OpenAI and Anthropic to generate answers. Two consequences worth being straight about:

• Answers can be wrong. Holp is built to answer only from your content and to refuse rather than guess, which is a meaningful safeguard, but it is not a guarantee. You are responsible for checking answers that matter, and for the content you give the assistant to work from.
• If a provider has an outage, so do we. We are not liable for failures caused by third-party AI providers, though we will tell you what is happening.

Changes to the service

We will add, improve and occasionally remove features. If we remove or materially change something you are relying on, we will give you reasonable notice. If a change genuinely makes the service unfit for what you bought it for, tell us and we will sort out a refund for the unused part of your term.

This is the section everyone skims and lawyers care about. Here it is in order.

Subject to that:

• Our total liability to you for all claims in any 12-month period is limited to the amount you paid us for the service in the 12 months before the claim arose.
• We are not liable for indirect or consequential loss, or for loss of profit, revenue, business, goodwill, anticipated savings, or data.
• We are not liable for a decision taken by you or anyone else in reliance on something an AI assistant generated.
• We are not liable for the content you upload, or for what your assistant says as a result of it.

What you cover us for

If someone brings a claim against us because of content you uploaded, because you used Holp in breach of these terms, or because you had no right to hold the data you put into it, you will cover our reasonable costs and losses. We will tell you promptly about any such claim and let you take part in dealing with it.

Things outside anyone’s control

Neither of us is liable for failures caused by events beyond reasonable control — internet and hosting failures, third-party outages, government action, industrial action, natural events. If it goes on for more than 30 days, either of us may end the agreement.

You ending it

Cancel at any time. Access continues to the end of the period you have paid for, then the account closes and the deletion timetable above applies.

Us ending it

We may suspend or end your subscription if you breach these terms, if payment fails and stays unpaid, or if your use exposes us or other customers to legal or security risk.

Where we reasonably can, we will tell you what the problem is and give you a fair chance to fix it before we act. Where the issue is serious or unlawful we may act immediately. If we end your subscription for a reason that is not your fault, we will refund the unused part of what you have paid.

Feedback

If you send us ideas for improving Holp, we may use them without owing you anything. We are not taking your intellectual property — this only covers suggestions you volunteer about our product.

Changes to these terms

We may update these terms. For changes that materially affect you we will give at least 30 days’ notice by email, and you may cancel before they take effect if you do not accept them. The date below shows when they last changed.

General

• These terms, with the general terms of use and the privacy policy, are the whole agreement between us.
• If part of these terms is unenforceable, the rest still applies.
• Not enforcing something immediately does not waive the right to enforce it later.
• You may not transfer these terms without our agreement. We may transfer them if the business is sold, and you would be told.
• Nobody other than you and us has rights under these terms.

Governing law

The law of England and Wales governs these terms, and the courts of England and Wales have exclusive jurisdiction. If you are a consumer, this does not deprive you of the protection of the law where you live.

Contact

Last updated: 15 August 2026.

Related

• Terms of use
• Privacy policy
• Pricing