Terms of Service
1. The agreement
These terms are a contract between you (the person or business creating a Helpdesky account) and Massive Monkey Ltd, 54 Derby Square, Douglas, Isle of Man, IM1 3LP, the operator of Helpdesky ("Helpdesky", "we"). By creating an account, embedding one of our components, or using the API or MCP server, you accept them. If you use Helpdesky for a company, you confirm you may bind that company. Our Privacy Policy explains how we handle data and forms part of these terms.
2. Accounts and teams
- You must give accurate account details and keep your password, API keys and MCP tokens confidential. You are responsible for activity under your account and under credentials you issue.
- A helpdesk has an owner who can invite team members and set each member's permissions. Owners are responsible for who they invite; members act within the permissions granted to them, and the same permissions apply through the dashboard, the API and the MCP server.
- You must be at least 16 years old to hold an account.
3. Plans, billing and limits
- Plans, prices and limits (such as published articles and conversations per month) are listed on helpdesky.io/pricing. Every plan includes unlimited team seats.
- Paid plans are billed monthly in advance through our payment provider and renew automatically until cancelled. You can upgrade, downgrade or cancel at any time from the billing page; a cancelled plan stays active until the end of the paid period, after which the helpdesk moves to the Free plan.
- When a helpdesk is over the limits of its plan (for example after a downgrade), nothing is deleted: content above the limit stays stored but cannot be published or used until you are back within the limit.
- Prices can change; we give existing subscribers at least 30 days' notice by email before a price increase applies to them.
- Taxes may be added where required. Fees are non-refundable except where the law says otherwise or where we decide a refund is fair.
4. Your content and your customers' data
- You own it. Articles, images, branding, conversations and contact data stay yours. You grant us only the licence needed to host, display, index, back up and transmit that content to run the service, including serving published articles publicly and generating search and AI embeddings from them.
- You are responsible for it. You confirm you have the rights to publish what you upload and that collecting your customers' messages and details through Helpdesky is lawful for your business, including giving your customers any privacy notices you are required to give.
- Published means public. Articles you publish are visible to anyone with the link, listed in your help center's sitemap and
llms.txt, and may be read by search engines and AI agents. Unpublish or delete them to take them down. - We process customer data on your instructions as described in the Privacy Policy, keep it confidential, and do not use it for advertising or to train models. If your business needs a data processing agreement (DPA) covering this processing, request one through the contact form at helpdesky.io/contact.
- Your own domain or site. If you serve your help center from a custom domain, from a subfolder of your own site, or inside your own pages through the Content API (headless), you are responsible for that domain, its DNS and the server or proxy in front of Helpdesky; we are responsible for what we serve behind it.
- Portability. You can read and export your articles and categories through the dashboard, the REST API, the Content API and the MCP server at any time while your account is active.
5. Acceptable use
Do not use Helpdesky to:
- send spam or unsolicited bulk messages, or impersonate another person or business;
- publish or transmit content that is unlawful, infringing, defamatory, hateful, or sexually exploitative, or that violates someone's privacy;
- distribute malware, phish for credentials, or try to gain access to accounts, helpdesks or data that are not yours;
- interfere with the service, bypass plan limits or rate limits, or put unreasonable load on it (for example by scraping other operators' help centers);
- embed the widget, contact form or ticket center on sites that break these rules.
We may remove content or suspend an account that breaks these rules, and will tell you why unless the law prevents it or the risk is urgent.
6. API, MCP server and connected agents
- The REST API (helpdesky.io/docs/api) and the MCP server (helpdesky.io/mcp-server) are part of the service and covered by these terms. Rate limits apply and may change.
- An AI agent you connect through the MCP server acts as you: everything it does is treated as done by your account, within your permissions, and it can receive the categories of helpdesk data listed in the Privacy Policy (including your customers' messages and your team's details) when you ask it to. Review and revoke connected agents and tokens in Dashboard → MCP, and only connect agents you trust.
- Agents and third-party clients (Claude, ChatGPT, Cursor and others) are not operated by us. Their behaviour, availability and handling of the data they read are governed by their own vendor's terms.
- Do not share personal MCP tokens or API keys between people; create one per person or tool so it can be revoked individually.
7. AI features
Ask AI answers, AI-written drafts, translations and SEO suggestions are generated by machine-learning models and can be wrong, incomplete or out of date. Review AI output before publishing it, and do not rely on it where errors could cause harm. If you connect your own AI provider, their terms and costs apply to those calls. We may change the default models and providers used for AI features.
8. Availability and changes
We aim to keep Helpdesky available around the clock but do not guarantee uninterrupted service; maintenance, provider outages and attacks can cause downtime. We may add, change or retire features. If we retire a feature you depend on, we will give reasonable notice and a way to export affected content. Beta or preview features are provided as-is and may change or disappear without notice.
9. Warranties and liability
Helpdesky is provided "as is" and "as available". To the extent permitted by law we disclaim implied warranties, including merchantability and fitness for a particular purpose. To the extent permitted by law, we are not liable for indirect, incidental or consequential losses (including lost profits, revenue or data), and our total liability for all claims in any twelve-month period is limited to the fees you paid us in that period, or USD 100 if you are on the Free plan. Nothing in these terms limits liability that cannot be limited by law.
You agree to indemnify us against third-party claims arising from content you publish through Helpdesky or from your breach of these terms.
10. Termination
- You can stop using Helpdesky at any time. Cancel any paid plan first; then ask us to delete your account, or leave it on the Free plan.
- We may suspend or terminate accounts that break these terms, that are unpaid after reminders, or that have been inactive on the Free plan for a long period after notice.
- After termination we delete your content as described in the Privacy Policy. Export anything you need before closing the account.
11. General
- We may update these terms. For material changes we notify you by email or in the dashboard at least 14 days before they take effect; continuing to use Helpdesky after that date means you accept them.
- These terms are the whole agreement between us about Helpdesky and replace earlier agreements. If part of them is unenforceable, the rest still applies. Our not enforcing a term is not a waiver of it.
- You may not assign these terms without our consent; we may assign them to a successor of the business.
- Governing law and courts. These terms are governed by the law of the Isle of Man, and any dispute about them will be brought in the courts of the Isle of Man. If you are a consumer, nothing in this clause takes away mandatory protections, or the right to bring a claim in your local courts, that the law of your country of residence gives you.
Questions about these terms: support@helpdesky.io or helpdesky.io/contact.