Terms & Conditions

These Terms & Conditions ("Terms") govern access to and use of the Handled platform, including the SalesBot and SupportBot chat widgets, the Handled dashboard, and related services (together, the "Services"), provided by Sonic Blue Tech Ltd, a company registered in England and Wales under company number 12789740, with registered office at The Old Dairy, Redhill, Surrey, RH1 5LN ("Handled", "we", "us", "our").

By creating an account, subscribing to the Services, or using the Services, you ("you", "your", "Customer") agree to be bound by these Terms. If you are entering into these Terms on behalf of a business, you confirm you have authority to bind that business, and "you" refers to that business.

1. The Services

1.1 Handled provides two chat-widget products, sold separately or together:

• SalesBot engages website visitors, gathers qualifying information relevant to your business, and hands off qualified leads to your team.

• SupportBot answers customer questions using knowledge content you provide and approve, and escalates to your team when it cannot answer confidently.

1.2 The Services are provided as described on our website and within the dashboard at the time of your subscription. We may add, change, or retire features over time; we'll try to give reasonable notice of any change that materially reduces functionality you're paying for.

1.3 The Services do not currently include a public API. Integration is via embeddable widget, supported CRM connectors, and Slack.

2. Accounts

2.1 Access to the dashboard is via passwordless sign-in (magic link). You're responsible for keeping the email account used for sign-in secure.

2.2 You're responsible for the accuracy of information you provide, including business details, escalation contacts, and any knowledge content (FAQ entries, policy documents) you upload for SupportBot to use.

2.3 You may invite additional team members, subject to seat limits for your plan.

3. Subscriptions, Billing & Usage

3.1 The Services are billed per bot, not per business. You may subscribe to SalesBot, SupportBot, or both, independently.

3.2 Current plans and pricing are set out on our website and are subject to change on notice; changes won't affect a billing period already paid for.

3.3 Standard and Growth plans include a set monthly allowance of qualified leads (SalesBot) or resolved queries (SupportBot); usage above that allowance is billed at the applicable overage rate, unless you've configured your account to pause at the usage cap instead.

3.4 "Qualified lead" and "resolved query" are defined as set out in our Help Centre and product documentation, and billed usage is subject to periodic, independent review to check billing accuracy.

3.5 Payment is processed via Stripe. By subscribing, you authorise us to charge your payment method on a recurring basis until you cancel.

3.6 You may cancel your subscription at any time from your dashboard. Cancellation takes effect at the end of your current billing period. We do not offer refunds for the unused portion of a period already paid for.

3.7 Scale plans, Expert Configuration, and Outsourced Humans services are subject to separate agreed terms and, where applicable, a minimum commitment period as set out in your order.

4. Trials

4.1 Trials are offered at our discretion on a per-account basis and are not available as a fixed self-serve trial at this time.

5. Your Responsibilities

5.1 You must have a lawful basis for any personal data you collect via the Services from your own customers, and must not use the Services for any unlawful purpose.

5.2 You must not use the Services to mislead your customers about material facts, beyond the configurable AI-disclosure settings we provide.

5.3 You're responsible for the accuracy of any FAQ content, policy documents, or qualifying-field configuration you provide. SupportBot answers only from what you've approved, so inaccurate source content will produce inaccurate answers.

5.4 You must not attempt to circumvent, reverse-engineer, or interfere with the Services, or use them to build a competing product.

6. Data Processing

6.1 Where we process personal data on your behalf as part of providing the Services (for example, conversation data collected via your widget), we do so as a data processor acting on your instructions, under a separate Data Processing Agreement.

6.2 Our own collection and use of your data as a subscriber is described in our Privacy Policy.

7. Service Availability

7.1 We aim to keep the Services available at all times but don't guarantee uninterrupted access. We monitor for platform failures and act to resolve them promptly. A failure in a connected third-party service (such as your CRM) will not block your customers' conversations from completing.

7.2 We don't currently offer a formal uptime service-level agreement on Standard or Growth plans. Scale plan customers may agree specific service terms as part of their custom agreement.

8. Suspension & Termination

8.1 We may suspend or pause a bot that reaches its usage cap, if you've configured that option, rather than billing overage.

8.2 We may suspend or terminate your access for material breach of these Terms, non-payment, or abusive use, with notice where reasonably possible.

8.3 You may cancel your subscription at any time in accordance with clause 3.6.

9. Intellectual Property

9.1 We retain all rights in the Handled platform, software, and branding. You retain all rights in your own content, branding, and customer data.

9.2 You grant us a licence to use your branding, content, and configuration solely to provide the Services to you.

10. Liability

10.1 Nothing in these Terms limits liability for death, personal injury caused by negligence, fraud, or any other liability that cannot be limited by law.

10.2 Except for the liabilities in clause 10.1, our total liability to you arising from any claim in a 12-month period is limited to the total fees paid by you to us in that period.

10.3 We are not liable for indirect or consequential losses, including loss of profit or business opportunity.

11. Changes to These Terms

11.1 We may update these Terms from time to time. We'll give reasonable notice of material changes. Continued use of the Services after a change takes effect means you accept the updated Terms.

12. Governing Law

12.1 These Terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

13. Contact

Sonic Blue Tech Ltd, The Old Dairy, Redhill, Surrey, RH1 5LN. hello@handled.support