Handlet — Terms of Service

Applies to: handlet.ai and any related websites, applications, or services operated by Handlet.

MVP Notice

These Terms apply while Handlet rolls out in phases: private beta, then early access, then public availability. From 1 April 2026, private beta participants may use Handlet with real-world data. Dates for early access and public availability are not yet determined. These Terms will continue to be reviewed as the product matures.

1. Introduction

These Terms of Service ("Terms") govern your access to and use of Handlet, operated by HANDLET LIMITED (company number 16962053), whose registered office is 27 Wright Way, Sawtry, Huntingdon, Cambridgeshire, England, PE28 5WW ("Handlet", "we", "us", "our"). By creating an account, accessing the service, or using Handlet in any way, you agree to be bound by these Terms. If you do not agree with these Terms, you must not use Handlet.

2. What Handlet Is (and Is Not)

2.1 What Handlet Is

Handlet is an AI-assisted communication and business intelligence tool for trades designed to help businesses manage and respond to customer communications.

Handlet provides tools including:

• Message Management — Viewing and managing customer messages from supported communication channels (for example email or WhatsApp through supported integrations).
• Call Agent and Voice Assistance — Where enabled, using AI-assisted voice tools to help receive, route, summarise, or follow up on customer calls, including call transcripts, recordings, or call metadata where supported and configured.
• Intent and Confidence Classification — Incoming messages may be analysed to identify likely intent (for example quote request, complaint, or booking) and produce an estimated confidence score.
• AI Content Assistance — The service uses AI for intent and confidence classification and, where enabled, social post support, summaries, draft replies, quote text, complaint-response preparation, call summaries, or suggested responses based on message context and business information.
• Handlet Brain Memory Model — The platform may store structured information such as facts, preferences, examples, and corrections in order to improve AI suggestions over time.
• Intelligence and Benchmarking — The platform may analyse conversation, operational, usage, and outcome patterns to provide account-specific recommendations, improve Handlet, and create aggregated or anonymised benchmark and insight products as described in the Intelligence & Benchmarking Policy.
• Workflow Assistance — Tools designed to help organise and streamline communication workflows.

Handlet provides assistive tools, suggestions, and generated content to support business communication workflows.

Where you enable Call Agent or voice-assistant features, you are responsible for reviewing the setup before go-live, configuring appropriate caller disclosures, and ensuring your use of call recording, transcription, AI voice assistance, and follow-up messages is lawful for your business and callers. Call Agent must not be used for emergency, medical, legal, financial, safety-critical, or other professional-advice scenarios.

2.2 What Handlet Is Not

Handlet is not:

• a CRM system
• a job management platform
• an invoicing or payment system
• a scheduling or routing tool
• a fully autonomous AI agent

Handlet does not:

• send messages on your behalf without your approval unless you enable Auto-Send features
• make decisions for your business
• replace human oversight or professional judgement

Handlet is not responsible for your business decisions or the outcomes of those decisions. You remain responsible for all communications sent to customers.

3. Accounts and Access

3.1 Eligibility

You must be at least 18 years old and operating a legitimate business to use Handlet.

Handlet is supplied only for purposes relating wholly or mainly to a trade, business, craft, profession, or organisation. By creating a paid subscription, the account owner confirms that:

• the subscription is being purchased wholly or mainly for business purposes;
• they have authority to bind the business or organisation identified in the account; and
• they are not purchasing Handlet wholly or mainly for personal, family, or household use.

Handlet does not knowingly accept consumer subscriptions through its standard online checkout. If you believe you may be acting as a consumer, contact support before purchasing. If consumer protection law nevertheless applies, nothing in these Terms limits rights that cannot legally be limited.

3.2 Account Responsibility

You are responsible for:

• maintaining the confidentiality of your login credentials
• all activity conducted under your account
• ensuring all users added to your account comply with these Terms

3.3 Team Accounts

Some subscription plans allow multiple users. Account owners are responsible for:

• assigning access appropriately
• removing access when users leave the business
• managing user permissions within the account

Additional terms relating to seat usage may apply depending on the subscription plan. For a plain-language guide to what counts as a seat and how to use Handlet with your team, see our Seats & multi-user access guide.

4. AI Assistance and Automated Messaging

4.1 Nature of AI Output

Handlet uses AI for intent and confidence classification and, where enabled, social content, message drafts, quote text, complaint-response preparation, call summaries, recommendations, or suggested responses. Outputs may be inaccurate and should be reviewed before use. AI-generated outputs are suggestions only and do not constitute binding or professional advice. All AI-generated output is:

• provided as suggestions only
• subject to your review and approval before use
• not guaranteed to be accurate, complete, or appropriate

User responsibility. Customers remain responsible for reviewing communications and AI-generated content before using or sending it. You must review all content before sending unless an available Auto-Send feature is explicitly enabled by you (see section 4.3). Intent classification and confidence scores are estimates and may be incorrect. You are responsible for reviewing AI output before using it.

4.2 Human-in-the-Loop (Default)

By default, AI-assisted drafts and suggested communications require user review before being sent to a customer. This human-review default does not apply where an authorised user explicitly enables an available Auto-Send feature for supported scenarios.

4.3 Auto-Send Feature (Pro Tier and Above)

Certain subscription plans may include an Auto-Send feature. If you enable Auto-Send:

• messages may be sent automatically based on configured intent and confidence thresholds
• messages may be sent without manual review

By enabling Auto-Send you acknowledge that:

• automated messages may be sent without individual review
• you remain fully responsible for all communications sent via the platform

You are responsible for monitoring Auto-Send behaviour and adjusting settings as needed.

4.4 Handlet Brain

Handlet may store structured information such as facts, preferences, examples, and corrections to improve AI assistance. You are responsible for ensuring that the information stored in your account is accurate and appropriate.

4.5 AI Safety Controls

We may temporarily pause or disable AI features if required for maintenance, safety, or to address technical issues.

4.6 No Professional Advice

Handlet does not provide legal, financial, or professional advice. All outputs are informational and generated automatically.

5. Subscriptions and Billing

Handlet is offered as a subscription service. Subscription plans may include different features and pricing tiers. Subscription fees provide access to the Handlet platform for the duration of the billing period. Subscriptions may renew automatically unless cancelled before the next billing date. Payments are processed through a third-party payment provider.

Full details of billing, refunds, and payment handling are described in the Handlet Refund Policy.

6. Messaging Integrations

Handlet may connect to third-party services or integrations (for example messaging or email providers). The availability and reliability of these integrations depend on the third-party services involved. Handlet is not responsible for outages, API changes, or limitations imposed by third-party platforms.

7. Availability and Service Changes

Handlet is provided on an "as-is" and "as-available" basis. During early development stages, features may change, bugs may occur, and service interruptions may occasionally happen. We aim to resolve issues quickly but cannot guarantee uninterrupted availability.

8. Data and Privacy

Your use of Handlet is governed by the Handlet Privacy Policy. We process personal data in accordance with applicable data protection laws including UK GDPR. We take reasonable steps to protect user data but cannot guarantee absolute security.

Where you use Handlet to manage communications with your own customers, you are typically the controller of that customer communication data and Handlet acts as your processor. In that case, the Data Processing Addendum forms part of these Terms and sets out the processor terms between you and Handlet for UK GDPR Article 28 purposes.

You authorise Handlet to use subprocessors needed to provide the service, as described in the Data Processing Addendum and Handlet Subprocessors. You are responsible for ensuring that your use of Handlet, your instructions, and the data you connect to the platform comply with applicable data protection law.

Handlet may create and commercialise aggregated, anonymised, transformed, or synthetic intelligence outputs, benchmarks, reports, dashboards, APIs, message-pattern examples, model outputs, and related insight products derived from platform data. These outputs must not be designed to identify individual users, customers, businesses, accounts, messages, or calls. Handlet does not sell raw messages, raw call recordings or transcripts, customer contact details, CRM records, identifiable business profiles, identifiable end-customer profiles, account-level behavioural profiles, or pseudonymised datasets presented as anonymous data. More detail is set out in the Intelligence & Benchmarking Policy.

Handlet will not process customer communication data to create cross-customer benchmarks, partner products, external message examples, or cross-customer model improvements unless the customer has given a separate, explicit instruction or authorisation covering that processing. Anonymising data later does not by itself provide permission to process processor data for a new Handlet purpose.

9. Limitation of Liability

This section allocates financial risk between the parties. It applies only to the extent permitted by law and is subject to the statutory reasonableness test where that test applies.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, statutory rights that cannot be excluded, or data protection obligations to the extent they cannot legally be limited.

9.1 Liability cap

Subject to the liabilities that cannot lawfully be limited, Handlet's total aggregate liability arising out of or relating to the service in any rolling twelve-month period shall not exceed the greater of:

• the fees paid or payable by the customer to Handlet in the twelve months preceding the event giving rise to the claim; and
• £100.

The existence of more than one claim does not increase this cap.

9.2 Exclusion of consequential damages

To the maximum extent permitted by law, Handlet shall not be liable for losses that are indirect or were not reasonably foreseeable when the contract was made. Subject to that qualification, excluded losses may include loss of profits, revenue, business opportunities, anticipated savings, or goodwill.

Customers remain responsible for reviewing AI-generated suggestions, classifications, drafts, and configured automation. This does not exclude liability that cannot lawfully be excluded or liability caused by Handlet's failure to exercise reasonable care and skill.

9.3 Application of the limitations

The limitations in this section apply to claims in contract, tort (including negligence), breach of statutory duty, or otherwise, but do not override any mandatory rights or remedies.

Handlet is not responsible for losses caused by customer content, unlawful or inaccurate customer instructions, unauthorised account use resulting from the customer's failure to protect credentials, customer-selected integrations, or communications sent or configured by the customer, except to the extent that Handlet caused or contributed to the loss through its own breach of these Terms.

10. No Warranties

Handlet will provide the service with reasonable care and skill. Except for terms that cannot lawfully be excluded, we do not guarantee that the service will be uninterrupted, error-free, or suitable for a customer's particular purpose, and we do not guarantee the accuracy of AI outputs.

11. Suspension and Termination

You may cancel your subscription at any time in accordance with the billing and cancellation terms.

We may suspend access where reasonably necessary to:

• respond to a security risk or suspected compromise;
• prevent unlawful use, material misuse, or harm to the service or another person;
• address overdue undisputed charges after reasonable notice;
• comply with law, a court order, or a regulator's requirement; or
• investigate a material breach of these Terms.

Where reasonably possible, we will give notice and an opportunity to remedy the issue before suspension. We may terminate the agreement for an unremedied material breach after giving reasonable written notice, or immediately where the breach cannot be remedied or continued access would create a material security, legal, or safety risk.

On termination, accrued payment obligations and provisions intended by their nature to survive termination will remain effective. Customer data will be handled under the DPA and documented retention process.

12. Changes to These Terms

We may update these Terms from time to time. If changes are material, we will provide reasonable advance notice via email or in-app notification. Where the nature of a change requires renewed agreement, access may be subject to accepting the updated legal document set. Changes will not retrospectively remove accrued rights or materially reduce a prepaid service commitment without a lawful contractual basis.

13. Governing Law

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over disputes relating to these Terms, except where mandatory law requires otherwise.

14. Ownership, Customer Data, and Feedback

Handlet and its licensors retain all intellectual property rights in the service, software, documentation, branding, models, interfaces, and materials supplied by Handlet. Except for the limited right to use the service during the subscription, no intellectual property rights are transferred to the customer.

As between Handlet and the customer, the customer retains its rights in customer data and customer-provided content. The customer grants Handlet and its subprocessors a non-exclusive, worldwide right to host, copy, transmit, display, adapt, and otherwise process that data only as necessary to provide, secure, support, and maintain the service, comply with law, and carry out other processing separately authorised by the customer.

The customer confirms that it has the rights and lawful authority needed to provide customer data and instructions to Handlet. If the customer provides feedback about the service, Handlet may use that feedback without restriction, provided it does not identify the customer or disclose confidential information without permission.

15. Confidentiality

Each party must protect the other party's confidential information using reasonable care and may use it only to perform or receive the service, exercise contractual rights, or comply with law. Confidential information does not include information that is public through no breach, already lawfully known without restriction, independently developed, or lawfully received from another source.

A party may disclose confidential information to its personnel, professional advisers, and subprocessors who need it and are subject to appropriate confidentiality duties. A legally compelled disclosure is permitted where the receiving party gives notice when lawful and reasonably practicable.

16. General

• Entire agreement: These Terms and the documents expressly incorporated into them form the agreement for the standard online service and replace earlier discussions about that service. Fraudulent misrepresentation is not excluded.
• Order of precedence: A signed order form or negotiated agreement takes priority over these Terms to the extent of an express conflict. The DPA takes priority for processor obligations concerning personal data. The Commercial Terms govern pricing-specific matters unless a signed order form says otherwise.
• Assignment: The customer may not assign the agreement without Handlet's written consent, not to be unreasonably withheld. Handlet may assign it as part of a genuine merger, reorganisation, financing, or sale of all or substantially all of the relevant business, provided this does not materially reduce the customer's protections.
• Force majeure: Neither party is responsible for delay caused by events beyond its reasonable control, excluding payment obligations. The affected party must take reasonable steps to reduce the impact.
• No waiver: A failure or delay in enforcing a right is not a waiver.
• Severability: If a provision is unenforceable, it will be modified to the minimum extent necessary or removed without affecting the remainder.
• Third-party rights: Unless expressly stated, a person who is not a party has no right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.
• Notices: Legal notices to Handlet must be sent to support@handlet.ai and the registered office. Notices to the customer may be sent to the account email or displayed in the service.

17. Related Documents

• Refund Policy — When refunds may be issued for subscriptions and payments.
• Acceptable Use Policy — Standards of behaviour and content when using Handlet.
• Data Processing Addendum — Processor terms for customer communication data.
• Intelligence & Benchmarking Policy — How Handlet creates personalised intelligence, benchmarks, and insight products.
• Commercial Terms — Pricing, seats, renewals, and support for your subscription.
• Seats & multi-user access — How seats work and how to use Handlet with your team.

18. Contact

If you have questions about these Terms, please contact:

• support@handlet.ai
• https://handlet.ai
• HANDLET LIMITED, 27 Wright Way, Sawtry, Huntingdon, Cambridgeshire, England, PE28 5WW