Terms & Conditions

helpdesk AI (the “Platform”, “we”, “us”) is a technology service. We provide tooling that lets customers reach the seller, brand, merchant, or business (the “Seller”) that shipped a parcel — typically by scanning a QR code printed on the courier packaging.

We are not a seller, retailer, manufacturer, distributor, or courier. We do not own, ship, store, inspect, or otherwise handle any of the products you may receive.

When you scan a QR code or otherwise use the Platform, our role is limited to:

• Identifying which Seller is associated with that parcel.
• Routing your message — typically over WhatsApp — to the appropriate point of contact at that Seller.
• Optionally relaying messages, photos, videos, or voice notes between you and the Seller.

Any conversation, transaction, refund, replacement, return, exchange, repair, pickup, warranty claim, or other resolution is between you and the Seller directly. The Platform does not become a party to that relationship simply because it facilitates contact.

We make no representations and give no warranties about the goods, services, packaging, labelling, condition, authenticity, fitness for purpose, safety, or quality of any product you received. Those are the sole responsibility of the Seller (and, where applicable, the manufacturer or courier).

We do not promise any specific resolution time, refund amount, replacement, exchange, repair, compensation, or any other outcome. Resolution timelines, return windows, restocking fees, shipping costs, refund methods, and acceptance of claims are governed entirely by the Seller’s own policies and applicable law.

To raise an issue about a parcel through the Platform, you must contact us within twenty-four (24) hours of receiving the parcel. This applies to issues such as damage, missing items, wrong items, tampering, or any other concern about what was delivered.

If you contact us after this 24-hour window, we may not be able to route your request to the seller, and the seller’s own policies (including any return, refund, or warranty terms) will apply on whatever timeline they themselves set. The 24-hour window is a condition of using the Platform — it is not a promise that the seller will resolve the issue within any particular timeframe.

If you have a dispute with the Seller — including but not limited to disputes about damaged items, missing items, wrong items, refunds, returns, warranty, defects, delivery, fraud, or counterfeit products — that dispute is between you and the Seller. You agree that we are not a party to that dispute and that you will not assert claims against the Platform in respect of it.

Where we facilitate communication or share information between you and the Seller, that does not make us liable for the resolution or its outcome.

While using the Platform, you agree not to:

• Submit false, misleading, abusive, threatening, harassing, defamatory, or unlawful content.
• Attempt to access, interfere with, or disrupt the Platform, its infrastructure, or other users.
• Impersonate another person, Seller, or entity, or misrepresent your affiliation.
• Use the Platform to send spam, marketing material, or any content unrelated to your own parcel.
• Reverse-engineer, scrape, or otherwise extract data from the Platform beyond normal use.

We may suspend or terminate access to the Platform at any time, with or without notice, if we believe these terms have been breached or if continued access poses a risk.

When you message us — typically through WhatsApp — your message, and any media you attach, may be relayed to the Seller. We may also retain a copy of the conversation to help resolve issues, improve the service, prevent abuse, comply with law, and respond to lawful requests.

Standard messaging carrier rates and any applicable charges from your messaging provider are your responsibility.

The Platform, its software, design, content, brand, logo, and trademarks are owned by us or our licensors. Nothing in these terms grants you any right to use them other than as strictly necessary to use the service for its intended purpose.

The Platform is provided on an “as is” and “as available” basis. To the maximum extent permitted by law, we disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, completeness, availability, and uninterrupted operation.

We do not warrant that messages will always be delivered, that the Seller will respond, that responses will be timely, or that any particular outcome will be reached.

To the maximum extent permitted by law, in no event will we be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, or for loss of profits, revenue, data, goodwill, or business opportunity, arising out of or related to your use of the Platform — including any product issue, transaction, or dispute with a Seller.

Our total aggregate liability arising out of or related to these terms or the Platform will not exceed the greater of (a) the amount you paid us directly for use of the Platform in the twelve months preceding the claim (which is typically zero, as the Platform is generally free to end customers), or (b) the minimum amount required by applicable law.

You agree to indemnify and hold us harmless from any claim, loss, damage, liability, cost, or expense (including reasonable legal fees) arising from your misuse of the Platform, your breach of these terms, your content, or your dealings with any Seller.

We may update these terms from time to time. The “last updated” date at the top of this page indicates when the most recent changes took effect. Continued use of the Platform after changes constitutes acceptance of the revised terms.

These terms are governed by the laws of the jurisdiction in which the Platform operator is registered, without regard to conflict-of-law principles. Disputes will be resolved exclusively in the competent courts of that jurisdiction, unless mandatory consumer protection law in your place of residence provides otherwise.

If any provision of these terms is found to be unenforceable, the remaining provisions will remain in full force and effect.