Terms of Service

1. Agreement to these terms

I Am Here To Help is the trading name of IAM HERE TO HELP LTD, a company registered in England and Wales (company number 17376776, registered office 16 Golden Lion Close, Hereford, HR4 9NB). These terms govern your use of the I Am Here To Help website and services, including our free website build, hosting, missed call text-back and the Growth Bundle (reputation and Google Business Profile management, SEO, AEO and automatic lead follow-up), plus any separately quoted services such as paid ads. By enquiring about, purchasing or using any of our services, you agree to these terms. If you don't agree, please don't use our services — and get in touch, as we're happy to talk it through.

2. The free website build

We design and build your website at no upfront cost. You are under no obligation to proceed once it's finished — if you don't want to go live, you owe us nothing and no charges apply. If you'd like changes before deciding, we'll make reasonable revisions as part of the free build.

Once you approve the site and it goes live, ongoing hosting and support charges begin, as set out in your quote and on our pricing page.

3. Hosting, support & add-ons

Hosting and support is required to keep a live site online and includes secure hosting, backups, uptime monitoring and basic support. Missed call text-back is an optional add-on, and the Growth Bundle is an optional plan that includes hosting, missed call text-back, reputation and Google Business Profile management, SEO, AEO and automatic lead follow-up. Current prices are shown on our website, you can switch any of it on or off at any time, and nothing is added without you being told the price upfront.

4. Billing & payment

Recurring services (hosting, missed call text-back, the Growth Bundle) are billed monthly in advance unless otherwise agreed in writing. We're not currently VAT registered, so VAT is not added to our prices — we'll let you know if that changes. Late or failed payments may result in services being paused until the account is settled. We'll always try to contact you before doing so.

5. Advertising spend

Where we manage ad campaigns on your behalf, any advertising spend (e.g. amounts paid to Google or Meta) is separate from our management fee and is paid directly by you to the advertising platform, or passed through and clearly itemised on your invoice, depending on the arrangement agreed with you.

6. No fixed-term contract

We don't lock you into fixed-term contracts. You may pause or cancel hosting, missed call text-back or the Growth Bundle at any time by giving us notice (email is fine). Cancellation takes effect at the end of the current billing period; we don't offer refunds for partial periods already paid.

If hosting is cancelled, your site will be taken offline. We'll give you reasonable notice and the opportunity to export your content or move to another provider before this happens.

7. Content & intellectual property

Once your website has gone live and any applicable fees are up to date, you own the design and content created specifically for your site. We retain ownership of our own underlying tools, templates, and any pre-existing assets or code used to build and run it, and grant you a licence to use them as part of your website for as long as you use our hosting.

You're responsible for making sure any content, images, logos or trademarks you give us to use are ones you have the right to use, and that they don't infringe anyone else's rights.

8. Your responsibilities

You agree to give us accurate information about your business, respond to reasonable requests so we can deliver the service, and not use your website or any add-on (including missed call text-back) to send unlawful, misleading, abusive or unsolicited content.

9. Data protection: your customers' details

When we run missed call text-back, website enquiry handling or any other service that deals with the people who contact your business (your "customers"), you are the controller of their personal data and we are your processor. This section is our data processing agreement under Article 28 of the UK GDPR. It forms part of these terms and applies for as long as we process your customers' data.

• What we process and why: callers' and enquirers' phone numbers, names, email addresses, the details they give about what they need (such as the job, their area and when to call back), call records and the text conversation. We process this only to provide the services you've chosen: texting people back, gathering their details, passing leads to you and showing them in your dashboard.
• Your instructions: we only process this data to provide the services described in these terms and as you otherwise instruct us in writing, unless the law requires otherwise. If we think an instruction breaks data protection law, we'll tell you.
• Confidentiality: anyone who processes this data for us is bound by a duty of confidentiality.
• Security: we use appropriate technical and organisational measures to protect the data, including encrypted connections, sign-in with a password and a texted code, access controls that keep each client's data separate, and automatic deletion of old data.
• Sub-processors: you give us general authorisation to use these sub-processors: Hostinger (hosting and database), Twilio (texts and calls) and Anthropic (the AI that writes text replies). We'll tell you before adding or replacing one, and you can object; if we can't resolve your objection, you may end the affected service. We'll hold each sub-processor to data protection terms equivalent to these.
• International transfers: Twilio and Anthropic may process data in the United States. These transfers are covered by the UK Extension to the EU-US Data Privacy Framework or the UK International Data Transfer Addendum.
• Helping you: we'll help you respond to your customers' requests to access, correct or delete their data (we can delete everything held about a phone number on request), and help you meet your obligations on security, breach notification and data protection impact assessments, taking into account the nature of the processing.
• Breaches: we'll tell you without undue delay after becoming aware of a personal data breach affecting your customers' data, with the information you need to assess it.
• How long we keep it: customer data is deleted automatically 24 months after it was created, or sooner if you ask. When our agreement ends, we'll delete your customers' data within 30 days, or return it to you first if you ask, unless the law requires us to keep it.
• Audits: we'll give you the information you reasonably need to show we're meeting these obligations, and allow and contribute to reasonable audits or inspections on reasonable notice.

As the controller, you're responsible for having a lawful basis to contact the people who ring or message your business, for telling them how their data is used (for example in your own privacy notice), and for only sending marketing messages to people who have agreed to receive them. Texts we send for you always let the recipient reply STOP to opt out, and we'll honour that.

10. Service availability

We aim to keep hosted websites and add-ons available and performing well, and monitor uptime accordingly. Occasionally we may need to carry out maintenance, or a service may be affected by factors outside our control (such as a third-party platform outage). We'll aim to keep any disruption to a minimum and let you know about planned maintenance in advance where possible.

11. Limitation of liability

We provide our services with reasonable care and skill, but to the extent permitted by law, we aren't liable for indirect or consequential losses (such as loss of profits or business opportunity) arising from your use of our services. Nothing in these terms limits liability for things that can't legally be limited, such as death or personal injury caused by our negligence, or fraud.

12. Ending the agreement

Either party may end the agreement at any time as set out in section 6. We may also suspend or end a service if payment is significantly overdue, or if you use our services in a way that breaches these terms or the law, after giving you reasonable opportunity to put things right where practical.

13. Changes to these terms

We may update these terms from time to time, for example to reflect new services or changes in the law. We'll post the updated version here with a new "last updated" date, and let active clients know if a change materially affects them.

14. Governing law

These terms are governed by the laws of England and Wales, and any disputes will be handled by the courts of England and Wales.

15. Contact us

Questions about these terms? Reach us at D.lilley@iamheretohelp.net or 07502 933720.