Terms & Conditions

Help Desk provides help with the products and projects of our client through an AI assistant first and, where needed, human support agents. Support is limited to those products. We do not provide support for unrelated software, wallets or services.

Availability of AI support, human support hours, calls and other features depend on the plan and configuration that apply to you. We may change, suspend or discontinue features at any time.

• You must provide accurate information and keep your login credentials confidential. You are responsible for activity under your account.
• You must be legally able to enter a contract in your country of residence.
• Tell us promptly if you suspect unauthorised use of your account.

We will never ask you for your private key, seed/recovery phrase, wallet or account password, one-time password (OTP), card number/CVV, API secrets or access tokens — and neither will our AI assistant or support agents.

• Never share these with anyone, including in this chat. Our systems automatically block messages that look like secrets, but no filter is perfect and you remain responsible for what you share.
• If anyone claiming to be from support asks for such information, stop and report it using the “report” option in the chat or through [legal contact email].
• Only follow instructions and use links published in official channels of the relevant project.

You agree not to: abuse or overload the service; attempt to bypass security, rate limits or access controls; upload malware or unlawful content; harass or deceive staff; use the service to plan or carry out fraud, phishing or other illegal activity; or attempt to obtain other users’ information.

Answers from the AI assistant are generated from the project’s documentation and may be incomplete or wrong. They are informational only. Verify important information — especially anything involving funds, keys, transactions or smart contracts — before acting. When the assistant is unsure it will say so and offer a human agent.

• Some support capabilities require a paid plan. Plans, prices, included capabilities and limits are shown in the app and may change; changes do not affect a period you have already paid for.
• Payments are processed by third-party payment providers (UPI and cards). We do not store your card number or CVV. A plan is activated only after we receive verified confirmation of payment from the provider.
• Prices are in Indian Rupees unless stated otherwise and may exclude applicable taxes.
• Refunds: [describe the refund and cancellation policy — e.g. fees are non-refundable except where required by law or where the paid service was not delivered].

Support may involve blockchain networks, wallets, explorers, node providers, payment providers, video-call providers (for example Google Meet) and other services we do not own or control. We are not responsible for their availability, security, fees, terms or behaviour. Video calls arranged through the service are not recorded by us; the call provider’s own terms apply.

How we handle your personal data is described in the Privacy Policy. In short:

• We collect the information needed to provide support: your email (stored encrypted), a generated support ID and username, your conversations, tickets, attachments, feedback and subscription/payment records.
• Support agents see your support ID, username and plan label, not your email. Clients see support activity for their projects without your email.
• Conversation history is kept for 90 days by default (configurable by the operator) and then deleted. You can ask for your account and support history to be deleted from your account page; records we must keep by law (such as payment records and evidence of your acceptance of these Terms) may be retained.
• We use technical measures to detect and block secrets in messages. Blocked content is not stored; only a category-level security record is kept.
• More detail: [link to the Privacy Policy].

You keep ownership of the content you submit. You give us a limited licence to store, process and display it to provide, secure and improve the service (including, where approved by our staff, using anonymised resolutions to improve support knowledge). Do not submit content you do not have the right to share.

The service, its software, design and documentation belong to us or our licensors. These Terms give you no rights in them except to use the service as intended.

We may suspend or end your access if you breach these Terms, put the service or other users at risk, or where required by law. You may stop using the service and delete your account at any time.

The service is provided “as is” and “as available”, as further described in the Disclaimer, which forms part of these Terms. To the maximum extent permitted by law, we are not liable for indirect, incidental, special or consequential losses, loss of profits, data, tokens, digital assets or opportunities, or for losses caused by your own actions, by third parties, or by blockchain or network events. Our total liability for any claim relating to the service is limited to the amount you paid us for the service in the three months before the claim, or ₹[amount] if you paid nothing. Nothing in these Terms limits liability that cannot lawfully be limited.

You agree to indemnify us against claims, losses and costs arising from your breach of these Terms or your unlawful use of the service, to the extent permitted by law.

We may update these Terms, the Disclaimer and the Privacy Policy. When we make a material change we will ask you to review and accept the new version before you start a new support conversation. Continued use after the effective date means you accept the update.

These Terms are governed by the laws of India. Courts at [City], India have exclusive jurisdiction, subject to any mandatory consumer rights you have. Before starting formal proceedings, please contact us so we can try to resolve the matter informally.

[Company legal name], [Registered address]. Email: [legal contact email].