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Legal

Terms of Service

Last updated: 19 April 2026.

Agreement

These Terms of Service ("Terms") form a legally binding agreement between Coffee Cup Solutions Ltd (company number registered in England and Wales, trading as "IT Support Helpdesk") ("we", "us", "our") and the individual or organisation that registers for an account ("you", "your").

By creating an account or using the platform, you agree to these Terms. If you are accepting on behalf of an organisation, you confirm you have authority to bind that organisation.

What we provide

IT Support Helpdesk is a self-serve, AI-led IT support platform. An AI assistant handles support requests first; where the AI cannot resolve an issue, it may escalate to a UK-based engineer. The service is provided on a best-effort basis. Unless we have separately agreed a written service level agreement (SLA), we do not guarantee specific response times or resolution targets.

Pricing and billing

  • The standard price is £10 per user per month, billed monthly in advance.
  • All charges are exclusive of VAT. VAT will be added where applicable at the rate applicable at the time of billing.
  • Payments are processed by Stripe. By providing payment details, you authorise Stripe to charge your card on a recurring monthly basis.
  • If a payment fails, we will attempt to retry. Access may be suspended if payment remains outstanding for more than 14 days.

Account responsibilities

  • You must provide accurate and up-to-date information when registering and keep it current.
  • You are responsible for keeping your login credentials secure. Do not share your account with others.
  • You must promptly notify us if you suspect your account has been compromised.
  • Each account holder is responsible for the activity that occurs under their account.

Acceptable use

You must not use the platform to:

  • Upload, transmit, or process any unlawful content.
  • Reverse engineer, decompile, or attempt to extract the source code of the platform.
  • Resell or sub-licence access to the platform without our written permission.
  • Attempt to manipulate the AI through prompt injection, jailbreak attempts, or other techniques designed to circumvent its intended behaviour.
  • Interfere with or disrupt the platform's infrastructure.

AI limitations

The AI used in this platform makes mistakes. It may misdiagnose issues, suggest incorrect steps, or produce outdated information. You must review any AI-suggested action before carrying it out, particularly actions that could affect system stability, data integrity, or security.

We are not liable for any loss, damage, or disruption arising from actions taken based on AI-generated output without appropriate human review.

Data

How we collect and use personal data is set out in our Privacy Policy. Technical and security disclosures are available in our Trust Centre.

Cancellation

  • You may cancel your account at any time from within the customer portal.
  • Your service will continue until the end of the current billing period. You will not be charged for the following month.
  • We do not offer refunds for part-months, except where required by UK consumer law.

Termination by us

  • We may terminate or suspend your account for any reason by giving 30 days' written notice by email.
  • We may terminate or suspend your account immediately and without notice in the event of a serious breach, including: use of the platform for unlawful purposes, initiating chargebacks without contacting us first, or non-payment for more than 30 days.

Liability

To the fullest extent permitted by law, our total liability to you for any claim arising out of or relating to these Terms or the service is limited to the fees you have paid to us in the 12 months preceding the claim.

We are not liable for any indirect or consequential loss, including loss of profit, loss of data, or business interruption, except where UK law does not permit such limitation.

Governing law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact

For questions about these Terms, contact us by email at hello@itsupporthelpdesk.co.uk. We do not offer telephone support for legal or billing queries; please use email so there is a clear written record.

Changes to these Terms

We may update these Terms from time to time. We will notify you by email at least 30 days before significant changes take effect. Continued use of the service after that date constitutes acceptance of the updated Terms.