Legal information

General Terms and Conditions

HelpdeskHub · Effective from 11 October 2026

This English version is provided for convenience. In case of any discrepancy, the Hungarian version prevails.

These General Terms and Conditions (Terms) govern the use of the HelpdeskHub service. By registering, the Subscriber accepts these Terms together with the Data Processing Terms attached as Annex 1.

1. The Provider

The HelpdeskHub service (Service) is provided by Webshopbirodalom Kft. (registered office: 1144 Budapest, Szentmihályi út 4-6. 1. em. 44., Hungary; company registration number: 01-09-330693, Company Registry Court of the Budapest-Capital Regional Court; tax number: 26533593-1-42; email: hello@webshopbirodalom.hu) (Provider). Further details are in the Imprint.

2. The Service

HelpdeskHub is an online, subscription-based customer support software (SaaS) for webshops and other businesses. Its main features: handling customer requests in one place (embeddable Help widget, email channel, guest portal), managing tickets and internal tasks, knowledge base, order checks from connected webshop systems, statistics, features based on artificial intelligence (AI) (tagging, reply suggestions, self-service AI chat), and, in the Business plan, a phone AI assistant and SMS notifications.

The Service is available at app.helpdeskhub.cloud. The content and limits of each plan are set out in the pricing published on helpdeskhub.cloud.

The Service may also notify the Subscriber’s customers by SMS (providing a phone number is optional; they can unsubscribe by replying STOP), and it measures the delivery and opening of the emails sent and clicks on their links.

3. Who the Service is for

The Service may be used by businesses (companies and sole traders) for their trade, business or profession (Subscriber). The person registering declares that they are authorised to act on behalf of the Subscriber. The Service is not available to consumers.

4. Conclusion of the contract, the account

The contract is concluded electronically upon registration, by confirming the email address. The language of the contract is Hungarian. The Provider does not file the contract separately; the current Terms are always available at helpdeskhub.cloud/en/terms.

The Subscriber creates the agent accounts belonging to its account and is responsible for their use and for keeping login credentials confidential. The Subscriber shall notify the Provider without delay of any unauthorised use of its credentials.

5. Plans and fees

• Free plan: free of charge, for an indefinite period, within the limits set out in the pricing.
• Pro plan: HUF 9,900 / month. Business plan: HUF 24,900 / month. The fees shown are the final amounts payable.
• Phone AI (Business): the monthly fee includes 100 minutes of talk time. Minutes used above this are charged at the tiered per-minute rate in the pricing, per started minute, in arrears, on the following monthly invoice of the subscription.
• AI credits: AI features use the number of credits set out in the pricing. The monthly credit allowance applies to the given month, cannot be carried over and cannot be exchanged for money.

Payment: by card, through the payment provider Stripe Payments Europe Ltd., monthly in advance; the subscription renews automatically. The Provider neither sees nor stores card details. The Provider issues invoices electronically.

Fee changes: the Provider may change the fees by notifying the Subscriber by email at least 30 days in advance; changes apply from the next billing period.

6. Plan changes, cancellation, termination

• The Subscriber may change plans in its account at any time.
• Cancelling a paid plan takes effect at the end of the period already paid; until then the plan remains available, after which the account moves to the Free plan. Fees for a started period are not refunded.
• If payment of the monthly fee fails or the subscription ends, the account automatically moves to the Free plan, and features beyond the Free plan's limits become unavailable.
• The Subscriber may terminate the contract at any time and request the deletion of its account at hello@webshopbirodalom.hu. The Provider deletes the account and its data within 30 days of receiving the request, except for data it must retain by law (such as invoices).
• The Provider may terminate the contract without giving reasons with 30 days' notice, and with immediate effect in the event of a serious breach — in particular unlawful use, sending unsolicited messages or endangering the security of the system.

7. The Subscriber's obligations

• The Subscriber uses the Service lawfully and in accordance with these Terms; it does not send unsolicited commercial messages, does not upload unlawful content, and does not attempt to circumvent or overload the system's limits.
• The Subscriber is the controller of the data of its customers who send requests (buyers, callers). It must inform them about the processing — including that their requests may be processed by AI features and that the phone AI records and transcribes calls — and must have an appropriate legal basis.
• For emails sent from its own domain, the Subscriber verifies its right to use the domain.

8. AI features

Tags, reply suggestions and replies created by AI are machine-generated and may be inaccurate. The Subscriber decides which features to enable and is responsible for the replies given to its customers. The calculation of statutory deadlines (e.g. withdrawal, warranty, guarantee) is an aid and does not constitute legal advice.

9. Phone AI

The phone AI assistant (Business plan) records, transcribes and summarises calls. Call recordings are automatically deleted by the Provider after 180 days. The Subscriber is responsible for ensuring that callers are informed at the start of the call about the recording and the use of AI.

10. Availability

The Provider strives for continuous availability of the Service but does not guarantee a specific uptime. It gives advance notice of planned maintenance where possible. The Provider is not liable for outages caused by third parties, such as webshop systems or telephone and email providers.

11. Liability

Except for damage caused intentionally or by gross negligence, and damage to life, physical integrity or health, the Provider's liability is limited to the fees paid by the Subscriber to the Provider in the 12 months preceding the event giving rise to the damage. The Provider is not liable for lost profits or indirect damage.

12. Intellectual property

The software and documentation of the Service are the Provider's intellectual property; the Subscriber receives a non-exclusive, non-transferable right of use for the term of the contract. Data entered by the Subscriber (e.g. requests, knowledge base articles) remain the Subscriber's.

13. Data protection

The Provider processes user account, billing and its own support data as a controller — see the Privacy notice. The Provider processes the data of the Subscriber's customers as a processor on the Subscriber's behalf; this is governed by Annex 1 (Data Processing Terms), which, upon acceptance of these Terms, constitutes the data processing agreement between the parties (Article 28 GDPR).

14. Changes to the Terms

The Provider may amend these Terms. It notifies Subscribers by email at least 15 days before the changes take effect. A Subscriber who does not accept the changes may terminate before they take effect; continued use of the Service constitutes acceptance.

15. Governing law, disputes

The contract is governed by Hungarian law. The parties will first try to settle disputes amicably; failing that, the court having jurisdiction for the Provider's registered office shall decide.

Annex 1 — Data Processing Terms

1. Roles. With regard to the data of the Subscriber's customers, the Subscriber is the controller and the Provider is the processor.
2. Subject and duration. The subject of the processing is the provision of the Service; its duration is the term of the contract and the period until the data are deleted.
3. Data subjects and data. The Subscriber's customers (people sending requests, callers): name, email address, phone number, the content of requests and messages, attachments, order data retrieved from the connected webshop, call recordings, transcripts and summaries, SMS messages and email delivery data, and technical data (e.g. IP address, timestamp).
4. Subscriber’s duty to inform. The Subscriber informs its customers in its own privacy notice about the use of the Service (SMS notifications, email tracking, AI features, call recording).
5. Instructions. The Provider processes the data only on the Subscriber's documented instructions; the configuration and use of the Service constitute such instructions.
6. Confidentiality. Only authorised persons bound by confidentiality have access to the data, to the extent necessary for their tasks.
7. Security. Encrypted transmission (TLS), per-tenant isolation with row-level access control, hashed storage of passwords, access management and activity logging.
8. Sub-processors. The Subscriber gives a general authorisation to engage sub-processors; the current list is in the Privacy notice. The Provider notifies the Subscriber by email in advance of any new sub-processor; if the Subscriber objects, it may terminate the contract. The Provider imposes the same data protection obligations on its sub-processors.
9. Transfers to third countries. Some sub-processors operate in the United States; transfers take place on the basis of certification under the EU–US Data Privacy Framework (DPF) or, failing that, the European Commission's Standard Contractual Clauses (SCC).
10. Data subject rights. The Service provides tools for handling data subject requests (customer profile, erasure and anonymisation, retention settings); the Provider also assists the Subscriber beyond these.
11. Personal data breach. The Provider notifies the Subscriber of a personal data breach affecting it without undue delay, and at the latest within 48 hours.
12. Retention. If the Subscriber sets a retention period, the system automatically anonymises the data of customers inactive for longer than that period. Call recordings are deleted after 180 days. When a customer is anonymised, their SMS data is deleted as well.
13. Termination. Upon termination of the contract, the Provider deletes the data of the Subscriber's customers within 30 days, unless retention is required by law.
14. Audit. On request, the Provider makes available the information necessary to demonstrate compliance and, by prior arrangement, allows audits.