HelpWire Terms of Service

In short: These terms are a contract between you and Electronic Team, Inc. governing your use of HelpWire. Please read them — but we've written them to be readable, and each complex section starts with a short summary like this one.

HelpWire is a remote support and remote desktop service provided by Electronic Team, Inc. ("Electronic Team," "we," "us"), a corporation organized under the laws of the Commonwealth of Virginia, USA, located at 11890 Sunrise Valley Dr, Ste 111, Reston, VA 20191.

By clicking to accept these Terms, creating a HelpWire account, running any HelpWire application (including Quick Connect), or otherwise using the Service, you agree to these Terms of Service ("Terms") and acknowledge our Privacy Policy, which describes how we handle personal data. If you do not agree, do not use the Service.

You must be at least 18 years old to create a HelpWire account or act as an Operator. If you use HelpWire on behalf of a company or other organization, you confirm you have authority to bind it, and "you" means that organization. HelpWire is designed primarily for business use, but individuals may use it for personal purposes; if you use HelpWire as a consumer, nothing in these Terms limits consumer rights that your local law does not allow to be limited by contract.

1. Service — the HelpWire applications (operator app, client app, Quick Connect), the HelpWire web portal, and related websites and services we provide.
   
   
2. Operator — a user who provides remote support: connects to and controls remote devices.
   
   
3. Client — a person or device receiving remote support from an Operator.
   
   
4. Organization — a workspace in HelpWire that groups Operators, Clients, and settings under an owner's control.
   
   
5. Session — a remote connection between an Operator and a Client device. An Attended Session (also "on-demand") is one where a person at the Client device approves the connection when it starts. An Unattended Session is one where the Operator connects to a device without a person present, based on permission granted in advance.
   
   
6. Session Data — data generated by or transmitted during a Session, such as screen output, keyboard/mouse input, transferred files, chat messages, and connection metadata.
   
   
7. Quick Connect — a streamlined HelpWire application for on-demand Sessions that can be used without an account.
   
   
8. Plan — a service tier (free or paid) with usage limits, described on our pricing page at https://www.helpwire.app/pricing/.

HelpWire lets Operators view and control remote computers to provide support: attended sessions approved by the Client at connection time, unattended access to devices where permission was granted in advance, file transfer, clipboard sharing, chat, multi-monitor viewing, and team features such as operator permissions and a shared client directory. HelpWire runs on Windows, macOS, and Linux.

Connections are established peer-to-peer where possible; where a direct connection is not possible, traffic is routed through relay servers hosted on AWS infrastructure in multiple regions worldwide. Session content — screen output, keyboard and mouse input, clipboard, and transferred files — is end-to-end encrypted (TLS 1.3, AES-256) between the Operator and Client applications and is not decrypted by our relay servers or any other HelpWire infrastructure. Chat messages and service commands are transmitted encrypted and are processed on our servers (see Section 9.3).

We continually develop the Service and may add, change, or remove features. If a change materially reduces the core functionality of a paid Plan, we will notify you in advance as described in Section 20.

Registration and sign-in. You create and access your account through our authentication provider, Clerk (see Section 11 and the Privacy Policy). Account management — including email changes, password changes, and multi-factor authentication settings — is also handled through Clerk-provided infrastructure.

Accuracy and security. You agree to provide accurate registration information and keep it current. You are responsible for safeguarding your credentials and for all activity under your account. Accounts are personal: each Operator seat is for one named individual and may not be shared. Notify us immediately at support@helpwire.app if you suspect unauthorized use.

Organizations. An Organization's owner controls its membership, operator group assignments, client directory, and settings, and may transfer ownership to another Operator. The owner has access to the Organization's data, including client records and session history. Other Operators see and manage only the client groups the owner has given them access to — or all clients, if the owner enables organization-wide access. Operators may belong to multiple Organizations. The owner is responsible for the Operators it admits and for their compliance with these Terms.

In short: Paid Plans are sold through Paddle, our merchant of record — Paddle is the seller, charges you, and handles taxes. Current plans and prices live on our pricing page. Subscriptions renew automatically monthly or annually until cancelled.

5.1 Paddle as merchant of record. Paid Plans are sold by Paddle, acting as merchant of record. The Paddle entity you contract with depends on your location, as set out in Paddle's Buyer Terms: Paddle.com Inc. (United States), Paddle.com (Canada) Ltd. (Canada), or Paddle.com Market Limited (rest of world) — the seller of record is identified at checkout and on your receipt. When you buy a paid Plan: Paddle is the seller of record, and the party that charges you; your purchase is also governed by Paddle's Buyer Terms; Paddle calculates, collects, and remits applicable sales tax and VAT; and payment details are collected and processed by Paddle — we never receive or store your full card number. Paddle makes limited payment information, such as the card brand, the last four digits, the expiry date, and the cardholder name, available to us for subscription management and support; we do not store it.

5.2 Plans and pricing. Available Plans, their prices, and usage limits (such as operator seats, unattended devices, and concurrent sessions) are described at https://www.helpwire.app/pricing/, which is incorporated into these Terms by reference. Listed prices exclude taxes; applicable sales tax or VAT is calculated and added by Paddle at checkout. The pricing page in effect at the time of your purchase or renewal applies.

5.3 Renewal and cancellation. Paid subscriptions renew automatically at the end of each monthly or annual billing period unless you cancel before renewal. You can cancel at any time in the web portal: open the Billing page of your account at https://www.helpwire.app/account/billing, select Manage to open Paddle's customer portal, and choose Cancel subscription. You can also open Paddle's customer portal from the "Manage subscription" link in your Paddle receipt email or at paddle.net. Cancellation takes effect at the end of the current billing period, and you keep paid features until then. For annual subscriptions, you will receive an email reminder before the renewal date.

5.4 Plan changes. You may upgrade at any time; upgrades take effect immediately with a prorated charge for the remainder of the billing period. Downgrades also take effect immediately, and we refund the unused part of your current billing period on a prorated basis.

5.5 Exceeding Plan limits. If your usage exceeds your Plan's limits (for example, more unattended devices or operators than your tier includes), your data is not deleted: items above the limit become read-only until you upgrade or remove them.

5.6 Price changes. We may change Plan prices. Price changes take effect at your next renewal, and we will notify you by email at least 30 days before a price increase applies to you. If you do not agree, cancel before the renewal.

5.7 Free Plan. The free Plan may be used for commercial as well as personal purposes, subject to these Terms and its published limits. "Unlimited" features are subject to fair use: if usage significantly degrades the Service for others, we may apply automatic limitations. We may change the free Plan's limits or discontinue it on at least 30 days' notice.

5.8 Promotional and legacy plans. From time to time, we offer promotional, early-access, or legacy plans (such as the Founders' Free plan). These are governed by the offer terms published when the offer is made, in addition to these Terms; where they conflict, the offer terms control for that plan.

In short: Apart from the consumer withdrawal rights below, sales are final, but a 14-day grace period applies if the Service malfunctions and we can't fix it. Refunds are processed through Paddle. Consumers in the EU/EEA and the UK also have the withdrawal rights described in Section 6.3.

6.1 Grace-Period Policy. Except as provided in Section 6.3 and by mandatory consumer law, all sales are final. However, within 14 days of purchase you may request a refund or replacement if: (i) the Service materially malfunctions on your system, judged against its published documentation; (ii) you notify our Help Team in writing with your order reference and a description of the issue, and cooperate in diagnosing it; and (iii) we are unable to resolve the malfunction within a reasonable time. Approved refunds are processed through Paddle to the original payment method, in accordance with Paddle's Refund Policy.

6.2 Ineligible cases. Refunds are not available where, for example: the issue results from your system, network, or third-party software; the functionality is described accurately in our documentation and the Service works as described; you purchased by mistake or no longer want the Service (subject to Section 6.3 for consumers); a fix or reasonable workaround exists; or you decline to cooperate with the Help Team. The free Plan lets you evaluate HelpWire before purchasing — please do.

6.3 EU/EEA and UK consumers — right of withdrawal. If you are a consumer in the EU/EEA or the United Kingdom, you may withdraw from a paid Plan within 14 days of first purchasing it, without giving a reason. A paid Plan is a digital service. If you expressly asked at checkout for it to start during the withdrawal period and you withdraw after it has started, you will be refunded the price less a proportionate amount for the part of the billing period that elapsed before you notified us; otherwise, you will be refunded in full. To withdraw, contact our Help Team or Paddle (the seller of record) with your order reference before the 14-day period ends, and we will arrange the refund through Paddle. Consumers in the EU/EEA can also use the withdrawal button in Paddle's customer portal, which you can open from the Billing page of your account (select Manage), from the link in your Paddle receipt email, or at paddle.net. The Grace-Period Policy above still applies to you.

6.4 Refunds via Paddle. Because Paddle is the merchant of record, refunds are executed by Paddle and may also be available directly through Paddle under its Buyer Terms and Refund Policy.

In short: You may only connect to devices you're authorized to access. Clients approve attended sessions when they start; unattended access requires permission granted in advance. Your clients are your responsibility — including under privacy law.

7.1 Authorization is mandatory. You may connect to a device only if you have the informed consent of the device's owner or authorized user, or other lawful authority to access it. Using HelpWire to access a device without authorization is a material breach of these Terms and may be a crime. We may suspend or terminate accounts we reasonably believe are used for unauthorized access, fraud (including "tech-support scams"), or surveillance of others.

7.2 How consent works in the product. For Attended Sessions, the Client must approve the connection request before the Operator can view or control the device, and can end the Session at any time. Unattended access must be enabled with the express permission of the Client device's owner or authorized user before an Operator can connect without someone present. These product safeguards do not replace your own obligation under Section 7.1 — you remain responsible for having valid authorization for every connection, including each unattended connection. When your authorization to access a device ends, you must promptly revoke unattended access to it.

7.3 Your responsibilities toward your Clients. If you use HelpWire to support your own customers, employees, or other third parties, you — not Electronic Team — are responsible for your relationship with them. This includes: complying with laws that apply to your access to their devices and data; providing any legally required notices and obtaining any legally required consents (including any notice to employees that the law requires where you access or monitor employee devices); and handling any personal data you encounter during Sessions lawfully. For personal data in Client records and Session Data, you act as the data controller, and we act as your processor, as described in our Privacy Policy and Data Processing Agreement.

7.4 Operator identification and Client controls. When a Client opens the HelpWire client app, a communication channel with the Organization is established: before any remote access occurs, the Client can exchange messages with the Operator and sees the Operator's name and photo and the Organization's name and logo in the app window. Remote access itself begins only after the Operator requests it and the Client explicitly grants it in the app. During a Session, the Client retains control and can end access at any time using the in-app button or a keyboard shortcut. You agree to keep your Operator and Organization profiles truthful and not to misrepresent who you are or whom you work for.

7.5 Session access within an Organization. A Client's grant of access is made to the Organization, not to a single individual: once permission is granted (including permission for unattended access), any Operator in that Organization who has been given access to that Client or device may connect, and additional Operators may join an active Session without a separate approval prompt. Operators and Organizations are responsible for ensuring their Clients understand this scope when granting access.

You agree not to, and not to allow others under your account to:

• access, or attempt to access, any device, account, or data without authorization (Section 7.1);
  
  
• use the Service to defraud, deceive, harass, stalk, threaten, or surveil any person, or to impersonate any person or organization;
  
  
• transmit malware or other harmful code, or use the Service to distribute it to remote devices;
  
  
• use the Service in violation of applicable law, including privacy, computer-misuse, and export laws;
  
  
• send spam or unsolicited communications through the Service;
  
  
• probe, disrupt, or circumvent the Service's security or usage limits, or interfere with other users' use of the Service;
  
  
• reverse engineer, decompile, or disassemble the Service except where law grants that right notwithstanding this restriction; or
  
  
• resell, rent, or provide the Service to third parties as a standalone offering, or use it to build a competing product.

We may investigate suspected violations and may suspend or terminate access as described in Section 13.

In short: Your data stays yours. We store your account, client-directory, and session-organization data to run the Service. We do not record or store the content of your remote sessions.

9.1 Ownership. You retain all rights to the data you submit to the Service — client records, notes, chat messages, transferred files, and other content ("Your Content"). These Terms give us no ownership of it.

9.2 Our license. You grant us a limited, non-exclusive license to host, process, transmit, and display Your Content solely as needed to provide, secure, and support the Service and as described in the Privacy Policy. We do not use Your Content for advertising and do not sell it. We may create and use aggregated or de-identified statistics derived from use of the Service, provided they do not identify you, your Organization, or any Client. We maintain and use such statistics only in de-identified form, do not attempt to re-identify them except to test whether our de-identification works, and require anyone who receives them to do the same. Where they are derived from Customer Data, we create them under the instruction recorded in Section 3 of the Data Processing Agreement.

9.3 Session content and session records. HelpWire does not record or store the audiovisual content of your Sessions (remote screen output and input). Files and clipboard content transferred during Sessions pass between the Operator and Client devices and are never stored on our servers. Chat messages and session events (such as access granted or connection established), however, are stored on our servers for your Organization and shown in your session timeline; they are retained until you delete the related client or device record, or your account. We also store session metadata (connection times and duration, IP addresses, and device information) as described in the Privacy Policy.

9.4 Your responsibilities. You are responsible for Your Content — for having the right to use and share it, and for its legality. We do not monitor Session content, and we are not responsible for what Operators and Clients transmit during Sessions; we may remove or disable access to stored content that we learn violates these Terms or the law. The Service is not designed for storing regulated data: unless we agree otherwise in writing, do not store protected health information, payment card data, passwords or other access credentials, or other data subject to sector-specific regulation or classified as sensitive personal data under privacy law (such as health, biometric, or other special categories of data) in client records, notes, or chat, and we do not act as a HIPAA business associate. This restriction applies to what is stored on our servers. It does not restrict what may appear on screen or be transferred directly between devices during a Session, which we do not store and for which you remain responsible under Section 7.3 and the Data Processing Agreement.

9.5 Backups. The Service is not a backup or storage product. Keep independent copies of anything important.

Our Privacy Policy describes what we collect, how we use it, our subprocessors, and your rights — including the split of roles where we act as controller (your account and billing data) versus processor on your behalf (your Clients' data and session records). If you need a Data Processing Agreement for your own GDPR/CCPA compliance, it is available at https://www.helpwire.app/legal/dpa/ and applies automatically as described there.

The Service depends on third-party providers, including Clerk (authentication and account management) and Paddle (merchant of record for paid Plans). Their handling of your data is described in our Privacy Policy and their own policies. The Service or our website may also link to third-party sites or products; those are governed by their own terms, and we are not responsible for them.

12.1 Our IP. The Service — including its software, design, logos, and documentation — belongs to Electronic Team or its licensors and is protected by intellectual property laws. We grant you a limited, revocable, non-exclusive, non-transferable license to use the Service according to these Terms and your Plan. No other rights are granted. You may not copy, modify, distribute, or create derivative works of the Service except as these Terms or applicable law allow.

12.2 Feedback. If you send us suggestions or feedback, we may use them without restriction or obligation to you. Feedback is voluntary and non-confidential.

12.3 Copyright and trademark complaints. If you believe content available through the Service infringes your copyright or trademark, contact support@helpwire.app with a description of the work or mark, where the content appears, and your contact details. We review complaints and remove or disable content where appropriate.

In short: You can leave anytime — deleting your account is immediate and irreversible. We can suspend or terminate for breach, with notice unless the situation demands immediate action.

13.1 Term. These Terms apply from your first use of the Service until terminated.

13.2 Termination by you. You may stop using the Service at any time and delete your account yourself in the web portal. Once you confirm deletion, all account and Organization data you control is deleted immediately from our production systems, with no option to restore it. Backup copies expire within 7 days, and the limited records that outlive deletion are described in Section 10 of the Privacy Policy. Deleting your account does not automatically refund any paid period (Section 6 governs refunds).

13.3 Suspension and termination by us. We may suspend or terminate your access if you materially breach these Terms (including Sections 7 and 8), if required by law, or if your use creates security, legal, or operational risk to the Service or others. Where practicable, we will notify you and give you an opportunity to cure; for serious violations — such as unauthorized access, fraud, or malware distribution — we may suspend immediately. If we terminate your account, we delete your account data as described in Section 13.2 once the export window in Section 13.4 has passed, unless law requires us to keep it.

13.4 Data export and switching. You may request an export of your Organization data at any time, including before you delete your account or when you move to another provider, by contacting support@helpwire.app. The export covers all data you and your Operators have entered or generated in the Service: your client directory (contact details, profiles, notes, and group assignments), device records associated with client profiles, session metadata, timeline history (chat messages and session events), and your Organization settings (name, Operator membership, and groups). It does not include our internal telemetry and analytics about the operation of the Service. Export requests made after you delete your account yourself cannot be fulfilled because self-service deletion is immediate and irreversible (Section 13.2), so please export first. Exports are provided in a common machine-readable format, such as JSON or CSV, at no charge and within 30 days of your request (usually much sooner), and your data remains available in the Service for at least 30 days after we provide the export unless you delete your account earlier. You may extend either period once by telling us before it ends. During those periods, we will give you reasonable assistance with the export, keep the Service running normally, and tell you of any risk we know of to the continuity or security of your data. Where your export request accompanies closing your account or a move to another provider, we treat the end of the retrieval period as the end of the Service and then delete your Organization data as described in Section 13.2, unless law requires us to keep it. If we terminate your account under Section 13.3, we keep your Organization data available for export for at least 30 days after termination and provide an export on request, unless law prohibits it, requires us to preserve the data for an investigation, or the account was used for unauthorized access or fraud, in which case we will tell you why we are declining. Sections that by their nature survive (including 9.1, 12, 14–17, 19, and 21) survive termination.

We aim to keep HelpWire available and performant, but the Service is provided without an uptime guarantee or service-level agreement. We may suspend the Service temporarily for maintenance, upgrades, or security, and will try to minimize disruption.

Support is provided by our Help Team at no extra cost. Contact forms on the website and web portal, and email to support@helpwire.app, reach our support team, which operates Monday–Friday, 08:00–17:00 Central European Time; assistance outside these hours may be provided as an exception. Typical response time is 24–48 business hours, in English. We make reasonable efforts to resolve issues but cannot guarantee any particular outcome.

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT (THERE IS NO WARRANTY AGAINST INTERFERENCE WITH YOUR ENJOYMENT OF THE SERVICE OR AGAINST INFRINGEMENT), AND ANY WARRANTY THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE. YOU USE THE SERVICE — INCLUDING GRANTING OR OBTAINING REMOTE ACCESS TO ANY DEVICE — AT YOUR OWN RISK. NO ADVICE OR INFORMATION FROM US CREATES A WARRANTY NOT STATED IN THESE TERMS. Some jurisdictions do not allow certain warranty disclaimers; where that is the case, they apply to you only to the extent permitted. If you are a consumer in the EU/EEA or the UK, you have statutory rights regarding the conformity of digital services that this Section does not limit.

In short: Our liability is capped at what you paid us in the last 12 months. We're not liable for indirect losses — like lost profits or lost data — or for what Operators and Clients do to each other.

TO THE MAXIMUM EXTENT PERMITTED BY LAW: (a) NEITHER ELECTRONIC TEAM NOR ITS AFFILIATES, OFFICERS, EMPLOYEES, OR SUPPLIERS WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, DATA, OR GOODWILL, EVEN IF ADVISED OF THE POSSIBILITY; (b) WE ARE NOT LIABLE FOR THE ACTS OR OMISSIONS OF ANY OPERATOR OR CLIENT, INCLUDING ANY UNAUTHORIZED ACCESS, DATA LOSS, OR DAMAGE ARISING FROM A SESSION BETWEEN USERS; AND (c) OUR TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THE SERVICE IS LIMITED TO THE AMOUNTS YOU PAID FOR THE SERVICE IN THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM.

These limits do not apply to liability that cannot be limited by law, including liability for willful misconduct, gross negligence, or death or personal injury caused by negligence. Any claim must be brought within one (1) year after the cause of action arises, where applicable law permits such a limitation. This one-year period does not apply to consumers.

If a third party brings a claim against Electronic Team arising from (a) your breach of these Terms, (b) Your Content, or (c) your use of the Service in violation of law or of a third party's rights — including claims by your own Clients relating to your access to their devices or handling of their data — you agree to indemnify Electronic Team against the resulting losses, including reasonable attorneys' fees. We will notify you promptly of any such claim and may participate in the defense with our own counsel; you may not settle a claim that imposes obligations on us without our written consent.

The Service is subject to U.S. export control and sanctions laws. You represent that you are not located in an embargoed country or region, are not on any U.S. government restricted-party list (including OFAC's SDN list), and will not use or export the Service in violation of these laws.

These Terms are governed by the laws of the Commonwealth of Virginia, USA, excluding its conflict-of-law rules and the UN Convention on Contracts for the International Sale of Goods. Disputes must be brought in the U.S. District Court for the Eastern District of Virginia, Alexandria Division, or, if that court lacks jurisdiction, in a court of competent jurisdiction in Virginia; you consent to the personal jurisdiction of those courts. Before starting a claim, please contact us so that we can try to resolve it informally, and we will do the same. If you are a consumer, this section does not deprive you of protections or forum rights granted by mandatory law where you live.

We may update these Terms. For material changes, we will give at least 30 days' notice by email and/or a notice in the web portal before the changes take effect; for other changes, the updated Terms will be posted with a revised "Last updated" date. If you do not agree to a change, stop using the Service and, for paid Plans, cancel before renewal. Continued use after the effective date constitutes acceptance.

Entire agreement. These Terms and the documents they reference (including the pricing page, applicable offer terms, the Data Processing Agreement, and Paddle's Buyer Terms for purchases) are the entire agreement between you and Electronic Team about the Service. Assignment. We may assign these Terms in connection with a merger, acquisition, or sale of assets; you may not assign them without our written consent. Severability. If any provision is unenforceable, the rest remain in effect. No waiver. Not enforcing a provision is not a waiver. Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control (except payment obligations). Electronic communications. You agree to receive notices and transact with us electronically.

Notices. We give you notice by email to your account address or by a notice in the web portal; you give us notice by email to the addresses in Section 22. No third-party beneficiaries. These Terms create no rights in anyone other than you and Electronic Team, except that the persons named in Section 16 may rely on Sections 15 and 16, and data subjects may enforce the rights the Standard Contractual Clauses give them under the Data Processing Agreement. Language. These Terms are written in English; any translation is provided for convenience only.

Electronic Team, Inc., 11890 Sunrise Valley Dr, Ste 111, Reston, VA 20191, USA · +1 202 335 8465

• General inquiries: support@helpwire.app · feedback@helpwire.app
• Support: support@helpwire.app