Terms of Service

These Terms of Service (the Terms) are between Dane Hollenbach, trading as FAQ Hub(FAQ Hub, we, us, or our) and the person or organisation that accesses or uses the Service (Customer, you, or your).

FAQ Hub currently operates as a UK sole-trader business. If you accept these Terms for an organisation, you confirm that you have authority to bind it. The Service is offered for business and professional use, not consumer use, and account holders must be at least 18 years old.

These Terms, the plan or order selected at checkout, and any document expressly incorporated into them form the agreement. By creating an account, accepting an order, or using the Service, you agree to that agreement.

1. The Service

FAQ Hub helps organisations turn source material into managed knowledge bases, help centres, documentation portals, search results, and support experiences. Features may include document and website ingestion, editorial workflows, AI-assisted content and answers, citations, embedded widgets, hosted portals, analytics, feedback, live support, ticket escalation, APIs, and integrations.

Your plan defines the features, authorised users, products, articles, AI usage, support level, price, and subscription term available to you. We may improve or change the Service. We will not materially reduce the core functionality of a paid plan during its current term without reasonable notice, except where a change is needed for security, legal compliance, or a third-party service on which the Service depends.

AI output may be incomplete, inaccurate, or unsuitable. You must review it before publication or reliance. The Service is not professional legal, medical, financial, safety, or other regulated advice and must not be used to make a decision that has legal or similarly significant effects on a person without an appropriate lawful basis, safeguards, and meaningful human review.

2. Accounts and authorised users

You must provide accurate account information, keep it current, protect credentials and API keys, and promptly tell us about suspected unauthorised access. You are responsible for your authorised users and activity under your account. Credentials must not be shared outside your organisation or used to avoid plan limits.

3. Your responsibilities

You are responsible for:

• the accuracy, legality, and quality of content, files, prompts, instructions, and other material submitted to the Service (Customer Data);
• having the rights and permissions needed to provide and use Customer Data;
• giving your staff, customers, and portal visitors all required privacy and AI notices and obtaining any required consent;
• configuring access controls, integrations, portals, and AI features appropriately;
• reviewing published content and AI output; and
• responding to your end users, support requests, and data-protection requests where you are the controller.

Do not submit special-category data, payment-card details, passwords, government identifiers, or other highly sensitive information unless our written agreement expressly supports that processing and suitable safeguards are in place.

4. Acceptable use

You must not use the Service to:

• break the law, infringe rights, or breach confidentiality;
• publish or generate unlawful, fraudulent, deceptive, defamatory, abusive, or malicious content;
• distribute malware, probe or bypass security, or disrupt the Service or another customer;
• send spam, unlawfully track or profile people, or impersonate another person;
• present AI output as verified professional advice;
• reverse engineer non-public software, models, or systems, except where the law does not permit that restriction;
• use automated means that impose an unreasonable load or circumvent usage limits; or
• use the Service, its output, or data obtained from it to train a competing foundation model or substantially similar service without written permission.

You must not use the Service for a high-risk activity where failure or inaccurate output could reasonably lead to death, serious injury, significant financial loss, or unlawful discrimination.

5. Customer Data and privacy

You retain ownership of Customer Data. You grant us and our subprocessors a limited, non-exclusive, worldwide right to host, copy, transmit, index, display, and otherwise process Customer Data only as needed to provide, secure, and support the Service, comply with law, and follow your documented instructions.

As between the parties, you are normally the controller and FAQ Hub is your processor for personal data in Customer Data, including portal searches, chats, lead details, feedback, and support tickets. FAQ Hub is an independent controller for account administration, billing, security, service analytics, and its own business communications. Our Privacy Policy explains these roles.

We do not sell Customer Data. We do not use Customer Data to train a general-purpose AI model unless you expressly agree in writing. We may use aggregated or de-identified information that no longer identifies you or any person to operate, analyse, and improve the Service.

Where data-protection law requires a data-processing agreement, a Data Processing Addendum must be incorporated into your order or agreed in writing before the relevant processing begins.

6. Intellectual property

FAQ Hub and its licensors own the Service, software, documentation, designs, trade marks, and related intellectual property. Subject to these Terms and payment of applicable fees, we grant you a limited, non-exclusive, non-transferable right to use the Service during your subscription for your own business and customer-support purposes.

You may use AI output produced for you, subject to applicable law and third-party rights. AI output may not be unique, protectable, accurate, or non-infringing. If you give us product feedback, we may use it without payment, but we will not identify you publicly without permission.

7. Third-party services and integrations

The Service depends on providers for cloud hosting, identity, payment, email, analytics, and AI, and may connect to services you select, such as Slack, Microsoft Teams, Telegram, n8n, or Zapier. A connected service has its own terms and privacy practices. You authorise us to exchange the data needed to operate an integration you enable. We are not responsible for a third-party service you choose to connect, but remain responsible for our subprocessors to the extent required by law and our agreement.

8. Fees, renewals, trials, and taxes

Fees, currency, billing interval, and usage allowances are shown at checkout or in an order form. Unless stated otherwise:

• subscription fees are billed in advance and renew automatically for periods equal to the selected billing interval;
• you authorise Stripe to charge the payment method on file;
• prices exclude VAT, sales tax, and similar taxes, which may be added where required;
• unused monthly allowances do not roll over; and
• fees are non-refundable except where these Terms, an order form, or applicable law says otherwise.

The standard trial lasts seven days and does not require a payment card. A trial does not convert to a paid plan unless you select a paid plan and authorise payment. We may limit or withdraw trials to prevent abuse. If payment is overdue, we may suspend paid features after reasonable notice while you remain responsible for accrued charges.

9. Cancellation, suspension, and termination

You may cancel a self-service subscription through the account or Stripe billing portal. Cancellation takes effect at the end of the current paid period and stops future renewals. It does not retrospectively refund the current period.

Either party may terminate for a material breach not cured within 30 days after written notice. We may suspend or terminate immediately where reasonably necessary to address a security risk, unlawful activity, harm to the Service or another person, non-payment, or a serious or repeated breach of section 4.

On termination, your right to use the Service ends. Request any technically supported export before termination. We may then delete or anonymise Customer Data in line with our retention practices and backup cycle, except where law requires retention. You are responsible for keeping your own copies.

10. Confidentiality

Each party will use the other's non-public confidential information only to provide or receive the Service, protect it with reasonable care, and disclose it only to people and providers who need it and are bound by confidentiality. This does not cover information that is public without breach, already lawfully known, independently developed, or lawfully received without restriction. Legally required disclosure is permitted, with prior notice where lawful.

11. Security and availability

We use reasonable technical and organisational measures designed to protect the Service and Customer Data. No online service is completely secure or uninterrupted, and we do not promise that the Service will always be available or error-free. Service levels, support commitments, data-location requirements, or additional controls apply only when stated in your plan, order, or another signed agreement.

12. Warranties and disclaimers

Each party warrants that it has authority to enter into these Terms. We warrant that we will provide the Service with reasonable care and skill. Except as expressly stated and to the fullest extent permitted by law, the Service and AI output are provided as is and as available. We do not warrant uninterrupted operation, complete accuracy, non-infringement, or a particular business result. Nothing excludes a right or remedy that cannot lawfully be excluded.

13. Liability

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be limited.

Subject to that paragraph, neither party is liable for indirect or consequential loss, or for loss of profit, revenue, business, goodwill, anticipated savings, or data. Each party's total aggregate liability arising from the Service in any 12-month period is limited to the fees paid or payable by you for the Service in that period. For a free Service, our aggregate liability is limited to GBP 100.

You will indemnify FAQ Hub against third-party claims and reasonable costs arising from Customer Data, your unlawful use of the Service, or your material breach of sections 3 or 4, except to the extent caused by our breach.

14. Changes to these Terms

We may update these Terms for changes to the Service, law, or business practices. We will post the revised version and update its date. For a material change affecting an active paid subscription, we will give reasonable advance notice. If you object, you may cancel before it takes effect. Continued use after the effective date means you accept the revised Terms.

15. General

Neither party is liable for delay caused by events beyond its reasonable control. These Terms and your order are the entire agreement about the Service. An order prevails over these Terms for an express conflict, followed by an agreed Data Processing Addendum. Failure to enforce a term is not a waiver. If a term is unenforceable, the rest remains in effect. Nothing creates a partnership, employment, fiduciary, or agency relationship.

You may not assign the agreement without our written consent, except with a merger, reorganisation, or sale of substantially all relevant assets. We may transfer the FAQ Hub business and this agreement to a company formed to operate it, including a future FAQ Hub Ltd. We will give reasonable notice before that transfer. The successor must assume our obligations, and if a transfer materially reduces your contractual rights, you may cancel and receive a pro-rata refund of prepaid fees for the unused period.

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, although either party may seek urgent injunctive relief in another competent court.

16. Contact