Terms of Service

By accessing or using HelpNest Cloud, you agree to be bound by these Terms of Service. If you do not agree to these terms, do not use the service.

You must be at least 18 years old to use HelpNest. By creating an account, you represent that you have the authority to bind the business entity you register on behalf of.

HelpNest is a customer help center platform that enables businesses to create, organize, and publish knowledge bases. Features include article authoring with a rich text editor, collection management, full-text and AI-powered search, embeddable widgets, team collaboration, and analytics.

HelpNest Cloud is the hosted SaaS version. The core platform is also available as open-source software for self-hosting.

We may modify, suspend, or discontinue features at any time with reasonable notice.

You are responsible for:

• Maintaining the security of your account credentials
• All activity that occurs under your account
• Managing team member access and roles within your workspace
• Promptly notifying us of any unauthorized access to your account

HelpNest Cloud offers Free, Pro, and Business subscription plans. The Free plan does not require a payment method and has no time limit. The following billing terms apply to paid plans (Pro and Business):

• Subscriptions renew automatically unless cancelled before the renewal date
• You authorize us to charge your payment method for recurring fees
• Refunds are handled on a case-by-case basis — contact support for requests
• We may change pricing with 30 days' notice before your next billing cycle
• Plan limits (articles, members, API calls, AI queries) are enforced per billing period

You agree not to:

• Use HelpNest for any illegal purpose
• Publish content that infringes on intellectual property rights
• Attempt to reverse-engineer, decompile, or access the source code of proprietary cloud components
• Interfere with or disrupt the service or its infrastructure
• Exceed plan usage limits or abuse API endpoints, including circumventing rate limits
• Share, publish, or expose your API keys to unauthorized parties
• Use the service to distribute malware, spam, or misleading content
• Scrape or harvest data from other users' help centers

AI search answers are generated by artificial intelligence based on your published articles. AI outputs may contain errors, inaccuracies, or incomplete information.

You are responsible for the accuracy of your published articles, which serve as the source material for AI answers. HelpNest does not guarantee the accuracy, completeness, or appropriateness of AI-generated content.

Visitors to your help center are informed when answers are AI-generated.

You retain ownership of all content you create in HelpNest, including articles, collections, and media.

You grant us a limited license to process your content solely for the purpose of delivering the service, including generating search embeddings and serving your help center to visitors. This license terminates when you delete your content or close your account.

See our Privacy Policy for details on how we handle your data.

HelpNest provides an embeddable JavaScript widget that you can add to your own website to give visitors access to your help center content.

The widget loads content from HelpNest servers and may collect visitor search queries and article view events for your analytics dashboard. You are responsible for disclosing HelpNest's widget in your own site's privacy policy and for complying with applicable cookie consent requirements in your jurisdiction.

We do not use widget data for advertising or cross-site tracking.

The core HelpNest platform is open-source software. The open-source components are governed by their respective license terms, separate from these Terms of Service.

These Terms of Service apply specifically to HelpNest Cloud — the hosted SaaS offering — including proprietary features such as billing, plan enforcement, AI services, and analytics.

HelpNest integrates with third-party services including OpenAI, Anthropic, Stripe, and others. Your use of features powered by these integrations is subject to the respective third-party terms and policies.

We are not responsible for the availability, accuracy, or conduct of third-party services. We may add, modify, or remove integrations at any time.

The HelpNest Cloud platform, brand, proprietary technology, and documentation are our property or licensed to us. Your articles, content, and data remain your property.

Nothing in these terms transfers ownership of either party's intellectual property to the other.

HelpNest Cloud is provided “as is” and “as available” without warranties of any kind, whether express or implied.

We do not warrant that the service will be uninterrupted, error-free, or secure. We do not warrant the accuracy of AI-generated search answers.

We disclaim all implied warranties including merchantability, fitness for a particular purpose, and non-infringement, to the maximum extent permitted by law.

To the maximum extent permitted by law, our total liability to you for any claims arising from or related to the service is limited to the fees you paid to HelpNest in the 12 months preceding the claim.

We are not liable for any indirect, incidental, consequential, or punitive damages, including but not limited to lost revenue, data loss, or damages arising from AI-generated content.

You agree to indemnify and hold HelpNest harmless from any claims, damages, losses, or expenses (including reasonable legal fees) arising from your use of the service, content you publish, your violation of these terms, or your violation of any applicable law.

You may cancel your account at any time through your dashboard or by contacting support.

We may terminate or suspend your account for violation of these terms, with notice where practicable. Upon termination, access is revoked immediately. Your data is retained for 30 days to allow retrieval, then permanently deleted.

Sections that by nature should survive termination — including liability, intellectual property, indemnification, and disclaimers — will survive.

These terms are governed by the laws of the State of Delaware, United States. Any disputes arising from these terms will be resolved in the courts of Delaware.

You agree to attempt good-faith resolution before pursuing legal action.

If any provision of these terms is found to be unenforceable or invalid, the remaining provisions will continue in full force and effect.

We may update these terms from time to time. Material changes will be communicated via email at least 30 days before taking effect.

The “Last updated” date at the top of this page reflects the most recent revision. Continued use of the service after changes take effect constitutes acceptance.