Terms of service
Last updated 19 October 2026
1. These terms
Help by DeltaBreen ("the service") lets a business put a support form and a ticket dashboard into its own website or app, and answer the people who write to it ("your customers") from our site. These terms are a contract between the business that uses the service ("you") and DeltaBreen Limited (the operator of Help by DeltaBreen), a company registered in Ireland with company number 826627, of Gorey, Co. Wexford, Ireland ("we", "us"). The service is made for businesses: you must be at least 18, and if you accept these terms for a company or another organisation, you confirm you may bind it. By creating an account you accept them, and the portal asks you to confirm that when you first sign in, and again when they change in a way you need to agree to. The refund policy and the data processing agreement are part of these terms.
2. Your account and workspaces
You sign in with a code we email to you, or with your company's own sign-in where your workspace sets it up. Keep your email account and any authenticator app safe, and tell us straight away if you think someone else has got into your account. A workspace's owner decides who works in it and what each person may do, and is responsible for what they do in it. The plan belongs to the workspace, and its owner can hand the workspace to another member.
3. Plans
The price of a plan is for one workspace and does not depend on how many agents work in it. Each plan includes a number of tickets per calendar month and the other limits listed on the pricing page. A ticket is a new request from one of your customers; replies on it do not count, nor do tickets marked as spam or made with a test key. Past the allowance a paid plan keeps working while we contact you about the right plan; on the Free plan the form for guests pauses until the month ends. We never charge for use beyond a plan. The Free plan is given as it is, and what it includes may change with notice. We tell you at least 30 days before a price rises or a change reduces your plan, and the change applies from your next billing period after that; you can cancel before then.
4. Billing
Paid plans are sold by Paddle, our merchant of record, which takes the payment, charges VAT and issues the invoice under its own buyer terms. Plans are paid in advance, monthly or yearly, and renew until cancelled. Prices include VAT. The refund policy says when a refund is given.
5. Your content and your customers
What your customers write to you, what you write back, and the files and notes that go with them are yours. You give us the right to store, copy, show and send that content only as needed to provide the service to you and to keep it secure. You decide who may write, and you are responsible for having a lawful basis to handle their messages and for telling them how you do; we process the personal data in them for you, as the data processing agreement sets out. Do not use the service to ask your customers for sensitive personal data, such as about their health, unless you have a lawful basis and need it. Closed tickets are deleted after the retention period of your plan.
6. Your logged-in users
A customer is treated as logged in only when your own server has signed a token for them with the secret the service gives you. You are responsible for keeping that secret on your server and for signing tokens only for people you have authenticated. Anyone else is a guest, and is shown to your agents as one.
7. Integrations, buttons, webhooks and your own AI
An integration is an address of yours that the service calls. When an agent opens a ticket, the service sends it the customer's id, signed, and shows the agent what it answers. We do not store or log that answer. A button sends your address a signed instruction after the agent types the word it asks for; what your systems then do is your responsibility. A webhook sends your tickets, what your customers wrote and their email addresses to the address you give it, and an API key reads them. An AI assistant you connect acts with the permissions you approve, and what it does is yours. Accounts of your own that you connect, such as a payment or shop account, an issue tracker, file storage, a mail server or a texting provider, stay under their own terms, and you are responsible for what you let the service do with them. Point integrations, webhooks and connected accounts only at systems you control or have chosen to use.
8. Email we send for you
The service emails people who write to you: once to confirm their address, then when you reply. You must not use tickets or replies to send marketing, or mail to people who did not ask to hear from you. Verify as your support address only an address you control, and forward to us only mail that was sent to you. We limit how much mail a workspace sends and may pause it where recipients complain or addresses bounce.
9. Acceptable use
You must not use the service to break the law, to send spam, to collect data about people without a lawful basis, to share malware or content you have no right to share, to attack, probe or overload systems that are not yours (ours included), to get around a plan's limits, or to resell it as your own. You must not copy or take the service apart except as the law allows. We may suspend a workspace that does any of this, and will tell you why.
10. Our service
We own the service, its software and its name. These terms give you the right to use it while your account is open, and no other right in it. If you send us ideas or suggestions, we may use them without owing you anything.
11. Suspension
We may suspend a workspace, or part of it, if it breaks these terms, puts the service or other people at risk, or the law requires us to. We tell you why, and restore it once the problem is solved.
12. Ending these terms
You can cancel a plan or delete your account at any time from the portal. We may end these terms if you seriously break them and do not put it right within 30 days of our asking, or straight away if the breach is serious or unlawful. You can export your tickets while your account is open; what your workspaces held is deleted 30 days after the account is deleted, as the data processing agreement sets out. Refunds follow the refund policy.
13. Availability and changes
We aim to keep the service available but do not promise it will never be interrupted. If we ever close the service we will tell you by email at least six months before, and you will be able to export your tickets.
14. What we promise
We provide the service with reasonable care and skill. Otherwise, and as far as the law allows, it is provided as it is, without other promises, such as that it will suit a particular purpose or never have an error.
15. Liability
Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or any other liability that cannot be limited by law. Otherwise our total liability to you in any twelve months is limited to the greater of what you paid us in that time and €100, and we are not liable for loss of profit, revenue, goodwill or data, for indirect loss, or for what an integration, a button, a webhook or your own AI assistant does in your own systems or with your data.
16. Claims about your content
As far as the law allows, you will cover our reasonable costs of a claim someone else brings against us because of your content, your instructions to the service, or a breach of these terms by you or your workspace's members. We will tell you of such a claim promptly and let you take part in answering it.
17. Changes to these terms
We may change these terms. We tell you by email and in the portal at least 30 days before a change that matters to you takes effect, unless the law or a security problem needs it sooner, and the portal asks you to accept it. If you do not accept it, you can cancel your plan and delete your account, and you get back the unused part of what you paid in advance.
18. General
These terms, with the refund policy and the data processing agreement, are the whole agreement between us about the service. We may hand them to a company that takes over the service, and will tell you; you may not hand them to anyone else without our agreement, other than by handing your workspace to another member. Neither of us is liable for a delay caused by events beyond our reasonable control. If part of these terms cannot be enforced, the rest still applies, and not enforcing a part straight away does not give it up. We send notices to your account's email address; send yours to [email protected].
19. Law
These terms are governed by the law of Ireland and the Irish courts have jurisdiction, without taking away any protection the law of your own country gives you as a consumer.