Terms of Service

Last updated: 17 July 2026 · Draft revision — pending legal review.

Please read these Terms of Service ("Terms") carefully before using the Handsom platform. By creating an account, accessing, or using Handsom, you agree to be bound by these Terms. If you do not agree, do not use the platform.

1. Interpretation

1.1 In these Terms, the following words have the following meanings unless the context requires otherwise:

Term	Definition
"Handsom", "we", "us", "our"	HANDSOM LTD, a private limited company incorporated in Northern Ireland, company number NI733489, whose registered office is at 18 The Baths Ormeau Avenue, Belfast, United Kingdom, BT2 8HS.
"Platform"	The Handsom web application, API, documentation, and all associated services accessible at handsom.ai and any related subdomains.
"User", "you", "your"	Any individual or entity that registers for or uses the Platform (typically a merchant and its authorised team members).
"Account"	The account created by a User to access the Platform.
"Connected Services"	The third-party systems a User connects to the Platform (such as their commerce platform, helpdesk, and other business tools) so that Handsom can read data from them to investigate support cases.
"Brief"	The research brief and recommended action Handsom produces for a User's human support agent.
"User Content"	Any data, text, files, configurations, prompts, or other material submitted to the Platform by a User, together with data Handsom reads from the User's Connected Services on the User's instruction.
"Platform Technology"	The Platform's proprietary software, infrastructure, source code, algorithms, models, APIs, and all associated intellectual property owned by Handsom.
"Credentials"	API keys, secrets, passwords, tokens, and other authentication materials provided by a User to connect third-party services.
"Subscription"	A paid plan granting access to the Platform on the terms set out at handsom.ai/pricing.

1.2 References to "including" or "such as" are illustrative and do not limit the generality of any preceding words. Clause headings are for convenience only.

2. Acceptance and Eligibility

2.1 By creating an Account or using the Platform, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy (handsom.ai/privacy-policy).

2.2 You must be at least 18 years of age to use the Platform. By accepting these Terms, you represent and warrant that you are 18 or older.

2.3 If you are using the Platform on behalf of a company or other legal entity, you represent that you have authority to bind that entity to these Terms, and references to "you" include that entity.

2.4 You may not use the Platform if you are located in, or acting on behalf of any person or entity located in, a country subject to UK, EU, or US government sanctions or export controls, including Cuba, Iran, North Korea, Russia, Syria, Belarus, or the Crimea, Donetsk, or Luhansk regions of Ukraine, or if you appear on any government list of prohibited or restricted parties.

3. Account Registration and Security

3.1 To access the Platform, you must register for an Account by providing accurate, current, and complete information as required during registration.

3.2 You are responsible for maintaining the confidentiality of your Account credentials and for all activity that occurs under your Account. You must notify us immediately at [email protected] if you suspect any unauthorised access to or use of your Account.

3.3 You may not share your Account with others, create multiple Accounts for the same individual, or register Accounts using automated means.

3.4 We reserve the right to refuse registration or cancel Accounts at our discretion, including where we reasonably believe that information provided is false, misleading, or in breach of these Terms.

4. The Platform

4.1 Subject to these Terms and payment of any applicable Subscription fees, we grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Platform for your internal business purposes.

4.2 We may update, modify, or discontinue any part of the Platform at any time. We will use reasonable endeavours to provide advance notice of material changes that affect existing functionality. We are not liable for any modification, suspension, or discontinuation of the Platform.

4.3 We may make features available that are designated as "beta", "preview", or "experimental". Such features are provided without warranty, may be incomplete or unstable, and may be modified or removed without notice.

4.4 The Platform is hosted on third-party cloud infrastructure (Amazon Web Services). We are not responsible for any unavailability or degradation of the Platform caused by failures of third-party services or of a User's Connected Services.

5. Acceptable Use

5.1 You agree to use the Platform only for lawful purposes and in accordance with these Terms. You are responsible for all activity conducted through your Account.

5.2 You must ensure that your use of the Platform — including the data you connect and instruct Handsom to process — complies with all applicable laws and regulations, including data protection, consumer protection, and sector-specific rules.

5.3 You are solely responsible for how you use the Briefs and recommendations the Platform produces. Handsom produces a recommendation for a human agent to review; the decision, and any action taken toward a customer, remain yours.

6. Prohibited Uses

6.1 You must not use the Platform, or permit it to be used, to:

Break the law, infringe the rights of others, or process personal data without a lawful basis under applicable data protection law.
Submit or connect special category personal data (such as health or biometric data), or personal data of children under 13, without an appropriate legal basis and safeguards.
Upload, transmit, or connect any malware, or attempt to gain unauthorised access to, disrupt, or interfere with the Platform, its infrastructure, or any Connected Service or third-party system.
Reverse-engineer, decompile, copy, or replicate the Platform Technology, or use the Platform to build a substantially equivalent competing product.
Circumvent rate limits, usage quotas, or access controls imposed by Handsom or its infrastructure providers.
Harass, defraud, deceive, or impersonate any person, or send unsolicited communications in violation of applicable anti-spam laws (including the UK PECR and the EU ePrivacy Directive).
Use the Platform in any way that poses a legal, security, or reputational risk to Handsom, its users, or its infrastructure providers.

6.2 The above list is illustrative and not exhaustive. We reserve the right to determine in our sole reasonable discretion whether any use of the Platform violates these Terms.

6.3 If you are uncertain whether a proposed use is permitted, contact us at [email protected] before proceeding.

7. User Content and Intellectual Property

7.1 You retain all intellectual property rights in your User Content.

7.2 By submitting User Content to the Platform, or connecting a service from which Handsom reads data on your instruction, you grant Handsom a limited, non-exclusive, royalty-free licence to host, store, process, and display that content to the extent necessary to provide the Platform services to you.

7.3 Handsom may use aggregated, anonymised, and non-identifiable data derived from your use of the Platform (such as usage patterns and performance metrics) to operate and improve the Platform. Handsom does not use your identifiable User Content, the data it reads from your Connected Services, or your Credentials to train, fine-tune, or improve any machine-learning or artificial-intelligence model, except with your prior written consent. This commitment is set out further in our Data Processing Agreement.

7.4 You represent and warrant that: (a) you own or have the right to submit and connect all User Content; (b) your User Content does not infringe the intellectual property rights of any third party; and (c) your use of the Platform complies with all applicable laws.

8. Handsom Intellectual Property

8.1 The Platform Technology is the exclusive property of Handsom and its licensors. All rights not expressly granted to you in these Terms are reserved.

8.2 The Handsom name, logo, and wordmark are trade marks of HANDSOM LTD. You may not use our trade marks without our prior written consent.

8.3 Nothing in these Terms transfers any ownership of Platform Technology to you. Your licence to use the Platform is personal to you and may not be assigned, sublicensed, or transferred without our written consent.

9. Fees and Payment

9.1 Access to certain features of the Platform requires a paid Subscription. Current pricing is available at handsom.ai/pricing. We reserve the right to change prices on reasonable notice.

9.2 Subscriptions are billed in advance on a monthly or annual basis as selected at checkout. Fees are non-refundable except as required by law or as expressly stated in these Terms.

9.3 Payment is processed by Stripe. By subscribing, you authorise us to charge your payment method on a recurring basis. You remain responsible for all applicable taxes.

9.4 If payment fails, we may suspend or downgrade your Account. We will notify you before taking such action where reasonably practicable.

9.5 You may cancel your Subscription at any time through your Account settings. Cancellation will take effect at the end of the current billing period.

9.6 Some plans include usage-based fees. Your plan may include an allowance of included usage per billing period (for example, a number of support investigations); usage above that allowance is charged at the per-unit rate shown at handsom.ai/pricing and billed in arrears. Where you install Handsom through a third-party marketplace (such as the Shopify App Store), your subscription and usage may be billed by that marketplace on our behalf, subject to its billing terms.

10. Termination and Suspension

10.1 You may close your Account at any time through your Account settings.

10.2 We may suspend or terminate your Account and access to the Platform immediately, without prior notice, if we reasonably believe that you have:

Violated any provision of these Terms, including the Prohibited Uses in clause 6;
Used the Platform in a way that poses a legal, security, or reputational risk to Handsom or other users;
Failed to pay applicable fees; or
Provided false or misleading information in connection with your Account.

10.3 Where termination is for convenience (rather than for breach), we will provide 30 days' prior written notice.

10.4 On termination, your right to access the Platform ends immediately. You are responsible for exporting any User Content you wish to retain before closure. We will retain your account data for 90 days after termination to allow export, after which it will be deleted in accordance with our Privacy Policy; data we process on a merchant's behalf is deleted per our Data Processing Agreement.

10.5 Clauses 7 (User Content and IP), 8 (Handsom IP), 11 (Disclaimers), 12 (Limitation of Liability), 13 (Indemnification), and 15 (Governing Law) survive termination.

11. Disclaimers and Warranties

11.1 THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE". TO THE FULLEST EXTENT PERMITTED BY LAW, HANDSOM DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

11.2 We do not warrant that: (a) the Platform will be uninterrupted, error-free, or secure; (b) any Brief, recommendation, or other AI-generated output will be complete, accurate, or fit for any particular purpose; (c) any defects will be corrected; or (d) the Platform or its servers are free from viruses or harmful components.

11.3 AI-generated outputs, including Briefs and recommendations, are provided for informational and decision-support purposes. You are solely responsible for reviewing them and for any decision or action you take. Handsom makes no representations regarding the accuracy, completeness, or legal compliance of any AI-generated output, and does not communicate with or act toward your customers on your behalf.

11.4 Nothing in these Terms excludes or limits any liability that cannot be excluded or limited under applicable law, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

12. Limitation of Liability

12.1 TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, HANDSOM SHALL NOT BE LIABLE FOR ANY: (A) INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES; (B) LOSS OF PROFITS, REVENUE, OR DATA; (C) LOSS OF BUSINESS OR GOODWILL; OR (D) DAMAGE TO REPUTATION, WHETHER ARISING IN CONTRACT, TORT (INCLUDING NEGLIGENCE), OR OTHERWISE, EVEN IF HANDSOM HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

12.2 SUBJECT TO CLAUSE 11.4, HANDSOM'S TOTAL AGGREGATE LIABILITY TO YOU IN CONNECTION WITH THESE TERMS, THE PLATFORM, OR YOUR USE THEREOF SHALL NOT EXCEED THE GREATER OF: (A) THE TOTAL FEES PAID BY YOU TO HANDSOM IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM; OR (B) £100.

12.3 Nothing in clause 12.1 or 12.2 limits liability for: (a) death or personal injury caused by Handsom's negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded under applicable law.

13. Indemnification

13.1 You agree to indemnify, defend, and hold harmless Handsom, its officers, directors, employees, and agents from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or relating to:

Your use of the Platform;
Your breach of these Terms;
Your User Content, or any claim that your User Content infringes any third-party intellectual property right;
Any decision or action you take (toward a customer or otherwise) based on a Brief or recommendation; or
Your violation of any applicable law or regulation.

14. Third-Party Services and Links

14.1 The Platform runs on and integrates with third-party services, including Amazon Web Services, Stripe, Resend, and the Connected Services you choose to link (such as your commerce platform and helpdesk). These services are governed by their own terms and privacy policies, which you are responsible for reviewing and complying with.

14.2 Handsom has no control over, and accepts no responsibility for, the content, accuracy, or practices of any third-party service. Your use of third-party services is at your own risk.

14.3 The availability of any third-party integration does not constitute a warranty of the continued availability of that integration. We may add, modify, or remove integrations at any time.

15. Data Protection

15.1 Our collection and use of personal data in connection with the Platform is governed by our Privacy Policy (handsom.ai/privacy-policy), which forms part of these Terms.

15.2 Where Handsom processes personal data of third parties (including your customers) on your behalf through the Platform, you are the data controller (or business) and Handsom acts as a data processor (or service provider) on your behalf. Our Data Processing Agreement ("DPA") (handsom.ai/data-processing-agreement) sets out the terms on which we process such data and is incorporated into these Terms by reference.

15.3 You are responsible for ensuring that your use of the Platform to process personal data is lawful and complies with all applicable data protection laws, including the UK GDPR, the Data Protection Act 2018, and the EU GDPR where applicable.

15.4 You must not submit personal data of individuals under the age of 13 to the Platform without appropriate parental consent mechanisms compliant with applicable law.

16. Modifications to these Terms

16.1 We may update these Terms at any time. Where changes are material, we will notify you by email or by a prominent notice on the Platform at least 14 days before the changes take effect.

16.2 Your continued use of the Platform after the effective date of revised Terms constitutes your acceptance of those changes. If you do not agree to revised Terms, you must stop using the Platform and close your Account.

16.3 The current version of these Terms is always available at handsom.ai/terms-of-service.

17. Governing Law and Dispute Resolution

17.1 These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of Northern Ireland.

17.2 Subject to clause 17.3, the courts of Northern Ireland shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms.

17.3 We aim to resolve any concerns you have about the Platform promptly and informally. Please contact us at [email protected] in the first instance. If we are unable to resolve your complaint within 30 days, either party may commence formal proceedings.

18. General

18.1 Entire Agreement. These Terms, together with the Privacy Policy, DPA, and any order form or Subscription confirmation, constitute the entire agreement between you and Handsom regarding the Platform and supersede all prior agreements, representations, and understandings.

18.2 Severability. If any provision of these Terms is found to be unenforceable, that provision will be modified to the minimum extent necessary to make it enforceable, and the remaining provisions will continue in full force and effect.

18.3 Waiver. Failure by Handsom to enforce any provision of these Terms will not constitute a waiver of our right to enforce that provision in future.

18.4 Assignment. You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of substantially all of our assets, on written notice to you.

18.5 Force Majeure. Handsom is not liable for any failure or delay in performance caused by circumstances beyond our reasonable control, including acts of God, government actions, internet or infrastructure failures, or third-party service outages.

18.6 Notices. Notices to Handsom under these Terms should be sent to [email protected]. We may send notices to you at the email address associated with your Account.

18.7 No Third Party Rights. These Terms do not create any rights enforceable by any third party under the Contracts (Rights of Third Parties) Act 1999.

Contact

HANDSOM LTD · 18 The Baths Ormeau Avenue, Belfast, United Kingdom, BT2 8HS Legal enquiries: [email protected] Security issues: [email protected]