Subscriber Terms

These terms cover the commercial relationship between you and Holp Ltd.

Which document wins

More than one document applies to a paying customer. Where they disagree, this is the order of precedence, highest first:

1. any order form or enterprise agreement we have both signed;
2. the data processing agreement, on anything to do with data protection;
3. these subscriber terms;
4. the terms of use.

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, since 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

One conversation is one chat a visitor starts. It is counted once, at the moment the conversation begins, not per message and not per answer. However many times the visitor comes back and forth in that chat, and however long it runs, it stays one conversation.

Testing your own assistant does not count. Neither does a conversation that a visitor never starts.

The allowance resets on the 1st of each calendar month and does not roll over. Monthly plans are billed on the 1st as well, so your bill and your allowance run on the same clock. Annual plans are billed on their own anniversary, but the monthly conversation allowance still resets on the 1st.

If you go over

You can add top-up packs at any time. Top-up conversations sit on top of your plan allowance and are only used once the allowance is gone, so buying them early costs you nothing.

If you go past your allowance and any top-ups, we will get in touch about moving you to a plan that fits, since that usually works out cheaper for you than repeated top-ups. If you stay over consistently and would rather not move, we may require an upgrade to carry on, and we will give you reasonable notice before anything changes.

Where we do reserve the right to act

The promise above is about a busy month, not about unlimited free capacity. We may apply reasonable rate limits, require a top-up or an upgrade, or temporarily restrict usage, where your consumption:

• materially exceeds your plan allowance rather than modestly overshooting it;
• threatens the stability or performance of the service for other customers;
• looks automated, abusive, or not the ordinary use of a website assistant; or
• causes us disproportionate third-party costs, which is mainly the AI providers we pay per conversation.

We will normally contact you first and give you a chance to sort it out. Where the problem is urgent, or the service is degrading for other customers, we may act first and explain immediately afterwards.

Changing plan

Upgrades take effect straight away. We invoice the difference pro rata for the rest of your current period, and the larger allowance is available immediately.

Downgrades take effect at your next renewal. You keep the plan you have paid for until the period ends, then the smaller plan starts. We do not credit or refund the difference, which is the standard arrangement and stops anyone moving up for a few days to use the allowance and then moving back down.

Switching from annual billing to monthly re-anchors your billing date to the 1st of the month.

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

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 things sit outside that:

• Billing errors are refunded. If we charge you the wrong amount, charge you twice, or bill you for something you did not buy, tell us and we will put it right.
• Rights the law gives you stand. Nothing here removes rights that cannot lawfully be excluded.

Beyond those, refunds are at our discretion. Where these terms already set out a specific remedy, that remedy is the one that applies: service credits are the remedy for missed availability, as set out above, rather than a refund on top.

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.

Holp can be connected to other systems you use, and depending on what you switch on it may do more than answer questions. This section is about what happens when it acts.

What you are authorising

When you connect another system, you authorise Holp to access it and to act within the permissions you grant. You choose the scope of those permissions, and you are responsible for them and for the credentials, keys and accounts used to make the connection. Grant the narrowest access that does the job, and remove it when you stop using it.

Actions can fail

An action Holp attempts in another system may fail, be delayed, be duplicated, or be rejected by that system. That is in the nature of talking to software we do not control. Where an action matters, check it landed rather than assuming it did.

When we may switch an integration off

We may disable a connection where it poses a security, legal or operational risk, where the third party asks us to, or where it is causing errors that affect other customers. We will tell you, and we will turn it back on once the problem is resolved.

The third-party service itself is governed by its own terms, not ours, as set out in the terms of use.

Your assistant answers from what you give it and how you set it up. That makes the configuration your responsibility, not just the content.

You are responsible for:

• What you put in: the content you upload, submit, connect, link to, instruct Holp to crawl, import or otherwise make available, and your right to use all of it.
• How you set it up: the instructions, tone, rules and settings you give the assistant, and any external data source or integration you connect.
• Reviewing it before you go live: test the assistant and approve it before you put it in front of your customers.
• Keeping it current: prices, opening hours, policies and availability change, and an assistant answering from stale content will confidently tell people the wrong thing.
• Monitoring what it says: review conversations often enough to catch answers that are going wrong, which is what the Conversations screen is for.
• Deciding it is suitable: whether an AI assistant is appropriate for your particular use, your sector and your audience is your call, and you are better placed to make it than we are.

Who owns what

Three different things, kept deliberately separate:

• Your content is everything you upload, submit, connect, link to, instruct Holp to crawl, import or otherwise make available, plus the conversations your assistant has. You retain whatever rights you have in it, and we claim none of them.
• Holp technology is our software, prompts, workflows, retrieval and search systems, model selection and configuration, templates, analytics methodology, and every improvement we make to any of it. That is ours, and nothing in these terms transfers it to you.
• Output is what the assistant generates in response. As between you and us, you get whatever rights we may have in the output your assistant produces for you.

The licence you give us

So that we can actually run the service, you grant us a non-exclusive, worldwide, royalty-free licence to host, store, copy, index, transmit, process and display your content, and to create embeddings and other derived representations of it, solely in order to provide and support the service for you. We may pass that licence to our sub-processors only so far as they need it to do their part.

The licence lasts while we hold the content and ends when the content is deleted. It does not let us use your content for anything else, and it does not let us train AI models on it.

You confirm you have the rights needed to grant it.

We do not train on it

We host and process your content 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. The data processing agreement sets out that relationship in full, as UK GDPR Article 28 requires.

You warrant that everything you upload, submit, connect, link to, instruct Holp to crawl, import or otherwise make available is yours to use for this purpose, does not infringe anyone else’s rights, and does not contain personal data you have no lawful basis to hold. That matters particularly when you point an assistant at a website: make sure it is one you are entitled to use.

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, and we cannot recover it for you.

Running an assistant means showing us things you would not publish. Unreleased pricing, internal policies, operating procedures, supplier terms, customer lists: whatever ends up in your knowledge or in a support thread, we treat it as yours and confidential.

What we each promise

Each of us may learn non-public information about the other through this relationship. Whoever receives it will:

• keep it confidential and not disclose it to anyone else;
• use it only to perform what these terms describe;
• protect it at least as carefully as they protect their own confidential information, and never less than reasonably;
• limit access to the people and suppliers who genuinely need it, each under equivalent confidentiality obligations.

What is not covered

None of this applies to information that is already public without either of us being at fault, that the receiving side already held or worked out independently, or that a third party passed on lawfully without restriction.

If the law or a court compels disclosure, we may disclose. Where we are allowed to, we will tell you first so you have the chance to object.

How long it lasts

These obligations continue for three years after the agreement ends, and for as long as the law protects it in the case of anything that qualifies as a trade secret.

Availability

We monitor Holp continuously and we aim for 99.5% availability each calendar month, measured across the assistant and the account area.

On Scale and Enterprise plans that commitment carries service credits. If we miss it in a given month, you can claim a credit against your next invoice:

Claim by emailing [email protected] within 30 days of the end of the month concerned. Credits are applied to your next invoice, are capped at that month’s fee, and are the only remedy for missed availability. On Starter, Grow and Core we aim for the same target but do not offer credits.

What the target does not cover

• Planned maintenance, which we will tell you about at least 48 hours beforehand and schedule outside UK business hours wherever we can.
• Outages at the third parties we depend on, including the AI providers, so if OpenAI or Anthropic is down, so are we.
• Anything caused by your own configuration, your website, or a suspension for non-payment or breach of these terms.
• Events genuinely outside our control.

Support

Support is by email at [email protected], answered during UK business hours. Larger plans go to the front of the queue, and the pricing page sets out which level of support each plan includes. We do not publish a guaranteed response time, and we would rather say so than quote one we cannot always hold to.

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 we permanently remove a material core feature, and its removal materially reduces the value of the service to you, tell us within 30 days and you may end your subscription with a refund of the unused part of your term. A change to a minor or peripheral feature does not count.

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

The cap

Subject to that, our total aggregate liability arising out of or in connection with the Agreement, whether in contract, tort including negligence, breach of statutory duty or otherwise, will not exceed the total fees paid or payable for the Service during the twelve months immediately preceding the event giving rise to the claim.

What we are not liable for

To the extent the law allows, we are not liable for any of the following, whether direct or indirect:

• loss of revenue, profits, sales, contracts, customers or business opportunity;
• loss of goodwill or damage to reputation;
• loss of anticipated savings or wasted expenditure;
• business interruption;
• loss or corruption of data;
• the cost of obtaining replacement goods or services;
• any indirect or consequential loss of any kind.

We are also not liable for a decision taken by you or anyone else in reliance on something an AI assistant generated, for the content or configuration you supply, for what your assistant says as a result of it, or for the acts, omissions or outages of the third parties we and you depend on.

What you cover us for

You will cover our reasonable costs, losses and damages arising from a third-party claim that results from:

• your content, your configuration or the instructions you give your assistant;
• infringement of a third party’s intellectual property rights;
• unlawful collection or use of personal data;
• your own products, services or business;
• claims, promises or commitments you have authorised your assistant to make;
• a third-party system you have connected to Holp; or
• your breach of these terms or of applicable law.

We will tell you promptly about any such claim, will not settle it without talking to you, and will 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, since 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

• Any order form or enterprise agreement, the data processing agreement, these terms and the terms of use are the whole agreement between us, and they rank in the order set out at the top of this page.
• 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.
• Non-reliance. In entering into this agreement you confirm you have not relied on any statement, promise or representation that is not set out in it. Our marketing pages, demonstrations, blog posts and sales conversations are not contractual promises. This does not limit liability for fraud or fraudulent misrepresentation.
• Notices. Notices to you go to the email address on your account and count as received the next working day. Notices to us go to [email protected].
• Survival. Confidentiality, your data, liability and these general terms survive the end of the agreement, along with anything else that by its nature ought to.
• No partnership or agency. Nothing here makes either of us the other’s partner, agent or employee, and neither of us can bind the other.

Governing law

The law of England and Wales governs these terms, and the courts of England and Wales have exclusive jurisdiction.

Contact

Last updated: 24 August 2026.

Related

• Terms of use
• Privacy policy
• Data processing agreement
• Pricing