Handlet — Terms of Service
Applies to: handlet.ai, app.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), a company incorporated in England and Wales on 14 January 2026 ("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 currently uses AI for intent and confidence classification and, where enabled, support generating social post content. Future or optional features may generate summaries, draft replies, quote text, 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 designed for business use by trades and service businesses. If consumer protection law applies to your purchase despite that business-use focus, nothing in these Terms limits any 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 currently uses AI for intent and confidence classification and, where enabled, support generating social post content. Future or optional features may provide AI-assisted suggestions for messages, quotes, summaries, or 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 a future 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)
Handlet does not currently provide live AI messaging. If message drafting features are enabled in the future, messages generated by Handlet will require user review before being sent to a customer unless you explicitly enable an Auto-Send feature.
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.
9. Limitation of Liability and Exclusive Remedy
This section limits Handlet’s financial exposure and defines the customer’s only remedies. It is essential for both parties.
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
Handlet’s total liability arising out of or relating to the service shall not exceed the total fees paid by the customer to Handlet in the twelve months preceding the claim (or, if the customer has paid for less than twelve months, the total fees paid since the start of the subscription).
Example: if you pay £29/month, your annual spend is £348. Even if you claim £20,000, the maximum liability is £348.
9.2 Exclusion of consequential damages
To the maximum extent permitted by law, Handlet shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, business opportunities, or goodwill.
This exclusion applies regardless of the cause of action (contract, tort, negligence, or otherwise) and includes, without limitation, claims for: lost customers, lost reputation, missed contracts, lost income, business interruption, errors resulting from AI-generated suggestions or classifications, automated messages sent through Auto-Send features, actions taken based on draft content, and your business decisions or the outcomes of those decisions.
9.3 Exclusive remedy
The remedies set forth in these Terms are the customer’s sole and exclusive remedies for any claim arising out of or relating to the service.
This section applies to the maximum extent permitted by law and does not override any mandatory legal rights that apply to you.
10. No Warranties
Handlet is provided without warranties of any kind, whether express or implied. We do not guarantee accuracy of AI outputs, uninterrupted service, or fitness for a particular purpose.
11. Suspension and Termination
You may cancel your subscription at any time. We may suspend or terminate access to the platform if these Terms are breached, the service is misused, or required by law or regulation.
12. Changes to These Terms
We may update these Terms from time to time. If changes are material, we will provide reasonable notice via email or in-app notification. Continued use of the service after updates take effect constitutes acceptance of the updated Terms.
13. Governing Law
These Terms are governed by the laws of England and Wales. Any disputes relating to these Terms shall be subject to the jurisdiction of the courts of England and Wales.
14. 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.
15. Contact
If you have questions about these Terms, please contact: