Terms of Service

1. The agreement

These terms govern your use of Handover, an AI-assisted customer support platform operated by Squash Media & Marketing ("we", "us"). By creating an account, joining an organisation, or using a support portal powered by the platform, you agree to these terms.

2. The service

Organisations upload their documentation and receive a branded AI support agent, served from a subdomain of ours or a custom domain of theirs, together with a helpdesk for their team: live conversations, human handover, priorities and response-time targets, notifications and reporting. Customers of those organisations can chat with agents with or without an account.

3. Accounts and organisations

• You are responsible for keeping your sign-in credentials secure and for activity under your account.
• Organisation owners and administrators control who joins their team, each member's role (Support, Manager, Admin) and which support agents each member handles. They are responsible for their team's use of the service.
• You must provide accurate information and be at least 13 years old.

4. Your content

Organisations own the documents they upload and the conversations that take place with their customers. You grant us the licence needed to operate the service on that content: storing it, indexing it for search, sending relevant excerpts to our AI provider to generate answers, and displaying it to the people your access settings allow. We claim no other rights over it. You must have the rights to any content you upload.

5. AI-generated answers

Answers are generated automatically from the organisation's documentation. Confidence scores are estimates, not guarantees: AI answers can be incomplete, out of date, or wrong. The platform is designed to hand uncertain conversations to humans, but organisations remain responsible for the accuracy of the support they provide, and customers should verify information that matters before relying on it.

6. Acceptable use

You must not:

• upload or transmit content that is unlawful, infringing, or malicious;
• attempt to access another organisation's data or circumvent access controls;
• abuse the AI (for example, automated bulk querying to extract the underlying models or exhaust another organisation's usage);
• connect a custom domain you do not control - domain ownership is verified before certificates are issued;
• interfere with the operation or security of the service.

We may suspend accounts or organisations that breach these rules.

7. Plans and billing

• Paid plans are billed as subscriptions through Stripe. Each plan carries limits on agents, documents and monthly AI usage; when an AI usage limit is reached, conversations are routed to your human team rather than cut off.
• You can upgrade, downgrade or cancel at any time from the billing page; changes to recurring charges take effect per Stripe's proration and your billing cycle.
• If payment fails and is not remedied, AI answering may be suspended until payment is restored.

8. Availability and changes

We aim to keep the service available and performant but do not guarantee uninterrupted operation - maintenance, upstream provider incidents and events outside our control can cause downtime. We may improve or change features over time; if a change materially reduces the service you pay for, we will tell you in advance.

9. Ending the agreement

You can delete your account at any time from account settings; organisation owners can delete their organisation, which takes its support portals offline immediately. We may terminate or suspend access for material breach of these terms. Sections that by their nature should survive (content ownership, liability, governing law) survive termination.

10. Liability

To the fullest extent permitted by law, the service is provided "as is" and our total liability arising out of or relating to the service is limited to the amount you paid us in the twelve months before the claim. Nothing in these terms limits liability that cannot be limited by law, including for death, personal injury or fraud.

11. Governing law and contact

These terms are governed by the laws of England and Wales, and disputes are subject to the exclusive jurisdiction of its courts. Questions about these terms: support@handover.support.