Applies to: handlet.ai and any related websites, applications, or services operated by Handlet.
About this service
Handlet is a developing product and we keep adding features. 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 (Pro plan only): 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.
AI Assistance: Handlet uses AI for intent recognition and, where enabled, drafts, summaries, quote support, social content and call assistance. AI output can be wrong and should be checked before use. Learn More
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.
Workspace Insights: The platform analyses activity in your workspace to give you recommendations. Cross-customer benchmarking is opt-in and off by default (see section 8).
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
Both plans allow you to add users. Account owners are responsible for:
assigning access appropriately
removing access when users leave the business
managing user permissions within the account
The number of users included in each plan, and the price of extra users, are set out in our Commercial Terms. 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 (Standard and Pro)
The Standard and Pro plans include an optional Auto-Send feature, which is off until you enable it. 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 monthly subscription. Subscription fees give access to the Handlet platform for the billing period. Subscriptions renew automatically each month unless cancelled before the next billing date. Payments are processed by our payment provider, Stripe.
Current plans:
Handlet Standard: £49 a month, including 1 user (the workspace owner).
Handlet Pro: £149 a month, including 3 users (the workspace owner plus 2).
Extra users: £19 a month each, on both plans.
Handlet is not registered for VAT, so no VAT is added to these prices. Full pricing terms are in our Commercial Terms, and refunds are covered by our Refund Policy.
Setting up Handlet is a simple step-by-step process in the app. If you get stuck, our team will help.
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.
6a. Connected Business Systems and Platforms
This section applies where you connect a third-party system or platform to Handlet using your own account or credentials, for example a CRM or job-management system, or an advertising, search, or analytics platform such as Google Ads, Google Search Console, or Google Analytics.
6a.1 Durable copies of records
Where you connect a business system, Handlet may keep its own durable copy of records from that system inside your workspace, rather than reading them from the third party each time they are shown. This is how the service is designed to work: your history, reporting, and assistant features must keep working when the connected system is slow, offline, disconnected, or has removed the record under its own retention rules.
You acknowledge and agree that:
a copy stored in Handlet is retained under Handlet's published retention rules and your deletion controls, set out in the Privacy Policy: not under the retention rules of the system it came from;
deleting or amending a record in the connected system does not delete or amend Handlet's copy, and you should use Handlet's own controls or contact [email protected] if you need a copy removed;
Handlet labels each record with its origin, so a copied record is never presented as if you or your team had confirmed it directly, and a record confirmed in Handlet is not presented as if it came from the connected system; and
disconnecting the connected system does not by itself delete records already copied into your workspace.
6a.2 Your authority and the connected platform's terms
You represent that you are authorised to connect each system or platform, to grant Handlet the access you grant, and to have its records copied into your workspace. You remain responsible for:
complying with the terms, policies, and API terms of each system or platform you connect, including its restrictions on storing, deriving from, exporting, and displaying its data;
having a lawful basis for the personal data you bring into Handlet, and for giving your own customers the notice you owe them, Handlet provides a notice template you can use;
obtaining and recording any consent required before advertising or analytics identifiers are set on, or read from, a visitor's device on your own website, including under the Privacy and Electronic Communications Regulations and any consent requirements the platform imposes for UK, EEA, and Swiss end users; and
the accuracy of records in the connected system, which Handlet copies as supplied.
Handlet records the consent state it is given with captured acquisition data. Handlet does not obtain that consent on your behalf. Where the consent state is unknown, Handlet reports it as unknown rather than treating it as consent.
6a.3 Attribution is an estimate
Lead-source and marketing attribution depend on identifiers being present, valid, and unexpired in the link a visitor followed. Where identifiers are missing, expired, or conflicting, Handlet reports the enquiry as unattributable, expired, or conflicting rather than guessing a source. Attribution, cost, and return figures are estimates for your own decision-making. Handlet does not warrant that they will reconcile with figures reported by an advertising or analytics platform, and you should not rely on them as the sole basis for a financial or regulatory statement.
6a.4 Limits on Handlet's use
Handlet uses data from a connected system or platform only to provide and improve features in your workspace. In particular, data obtained from Google APIs, and anything aggregated, anonymised, or derived from it, is subject to the Limited Use requirements of the Google API Services User Data Policy: it is not used for advertising, not transferred to advertising platforms or data resellers, not used to train generalised artificial-intelligence or machine-learning models, and not included in any cross-customer benchmark or insight product. Records copied from a connected CRM are likewise used only within your workspace. Handlet does not write its own derived revenue attribution or commercial intelligence back into a connected CRM or advertising platform.
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 does not sell messages, call recordings or transcripts, customer contact details, CRM records, identifiable business or end-customer profiles, or pseudonymised datasets presented as anonymous data. Cross-customer benchmarking and learning are off by default. Handlet will only use your data for them if you opt in through your workspace settings, as described in section 3.6 of the Privacy Policy. If you opt in, Handlet may create combined, de-identified benchmarks and insight reports that are not designed to identify any user, customer, business, account, message or call.
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 [email protected] 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.