Terms of Service

Key Terms

LiveHelpTech AB ("LiveHelpTech", "We", "Us", "Our") is an AI transformation partner helping businesses move from uncertainty around AI to real, practical business value. Our services span Training & Workshops, Strategy & Consulting, Implementation & Automation, and Ongoing Support — collectively referred to as the "Service". The full and current list of services is available at livehelp.tech.

The LiveHelpTech website and all connected sites operate under the "LiveHelpTech Network", collectively referred to as the "Site". Any mobile or smart device applications and APIs are collectively referred to as the "App".

These Terms of Service ("Terms") define the relationship between LiveHelpTech and:

• "You" / "Your" — any visitor or user of the Site or App.
• "Client" / "Customer" — any business or individual that purchases or engages our Service.
• "Representative" — a member of the LiveHelpTech team or an authorised agent acting on behalf of LiveHelpTech.

These Terms apply to B2B (business-to-business) engagements as our primary focus, but also cover B2C and other engagement types where applicable.

Acceptance of Terms

By accessing the Site, App, or Service, you agree to be legally bound by these Terms, whether or not you are a registered Client. If you do not agree, you must immediately cease using the Site, App, and Service. Non-compliance may result in civil or legal consequences.

If you accept these Terms on behalf of a company or other legal entity, you confirm that you have the authority to bind that entity to these Terms.

1. Contract Structure

1.1 Formation

Upon agreeing to these Terms, a contract is formed between LiveHelpTech and the Client. For service engagements, a separate written agreement will be provided detailing the specific scope, pricing, start date, and duration of the Service.

1.2 Written Agreement Precedence

Where a written agreement conflicts with these Terms, the written agreement takes precedence. All Client-requested modifications must be documented in a written agreement signed by both parties.

1.3 Representatives

Representatives acting on behalf of LiveHelpTech are bound by these Terms. Commissions are paid after LiveHelpTech receives payment from the Client, as agreed between LiveHelpTech and the Representative. Representatives are responsible for their own taxes and operating costs. If you suspect that a Representative is not authorised by LiveHelpTech, please contact us immediately at contact@livehelp.tech.

2. Service

2.1 Scope of Services

LiveHelpTech provides AI transformation services across four areas:

• Training & Workshops — hands-on courses in prompt engineering, AI tools, executive awareness, and department-specific AI education.
• Strategy & Consulting — AI maturity assessments, use case identification, policy development, and AI Advisor as a Service.
• Implementation & Automation — custom AI assistants, system integrations, proof-of-concept builds, and workflow automation.
• Ongoing Support — change management, AI Officer as a Service, and continuous operational support.

Additional or bespoke services not listed on the Site will be defined in the written agreement.

2.2 Service Period

Services are delivered during the agreed period stated in the written agreement. The start date and time are clearly stated in the agreement.

2.3 On-site and Physical Costs

Where on-site presence is required (e.g., at the Client's premises, office, or other location), this will be invoiced as a separate cost if agreed upon. Physical materials such as printed materials, promotional items, hardware, or third-party media placements will be billed as additional costs unless included in the agreement.

2.4 Third-Party Services

LiveHelpTech may engage qualified third-party providers to deliver parts of the Service. Clients will be informed when this occurs. LiveHelpTech does not accept liability for the failure of third-party services but will take immediate remedial action, including replacement of the service at no additional cost within an agreed timeframe. All third-party providers are vetted for competence and references before engagement.

2.5 Client-Caused Delays

If LiveHelpTech requires information from the Client (e.g., training materials, access credentials, documents, or data) in order to deliver the Service, and this is not provided on time, any resulting delay will be applied to the service timeline. LiveHelpTech is not responsible for delays caused by the Client's failure to provide agreed information.

2.6 Reporting

Progress reports and deliverables are provided as agreed per service engagement. Reports may be delivered by email or made available via a cloud-based platform.

2.7 Language

Services are delivered in English by default. Swedish and Finnish are also supported. Other languages are available upon request and may incur translation fees.

2.8 Cancellation by Client

If the Client wishes to cancel a service during an active agreement period, no refunds will be issued. This is non-negotiable. Cancellations must be submitted in writing by email to contact@livehelp.tech.

2.9 Service Renewal

To continue a service at the end of the agreed period, the Client should contact their Representative or LiveHelpTech directly via email or through the contact options on the Site.

2.10 Ethical Standards

All content and campaigns produced by LiveHelpTech will be professional, impartial, and apolitical unless otherwise agreed. LiveHelpTech will not accept or continue work that is racist, sexually explicit, violent, or otherwise unethical. If a campaign becomes unethical after commencement (e.g., due to a change in the Client's website content), it will be terminated immediately.

3. Client Obligations

Unless otherwise agreed in writing, the Client is responsible for:

1. Providing LiveHelpTech with accurate and complete information necessary to deliver the Service, including relevant documents, data, and access.
2. Notifying LiveHelpTech promptly of any changes that could affect the delivery or outcome of the Service, so that the agreement may be updated accordingly.
3. Keeping the written agreement confidential. It must not be shared publicly or with unauthorised parties. Breach of this obligation may result in termination of the Service without refund.
4. Providing access to relevant systems, premises, or networks where technical support or on-site work is required.

4. Privacy and Data Protection

4.1 Credentials and Access

LiveHelpTech will never ask for your password. If temporary access to accounts or systems is required for a service campaign (e.g., social media, CMS, or analytics platforms), this access is used solely for the duration of that campaign. We recommend changing passwords after any campaign is completed as a standard security practice.

4.2 GDPR Compliance

LiveHelpTech operates in full compliance with the General Data Protection Regulation (GDPR) and Swedish personal data law (Personuppgiftslagen, PuL). All personal data is stored in encrypted databases within the EU/EEA. For full details, please refer to our Integrity Policy.

4.3 Data Retention

Personal and company data is retained for a maximum of three (3) months after inactivity, unless a longer retention period is agreed upon. Financial records and agreements are retained for seven (7) years in accordance with Swedish accounting law (Bokföringslagen).

4.4 Data Requests

You have the right to access, correct, or request deletion of your personal data at any time. Please contact us at contact@livehelp.tech and we will process your request with a written confirmation.

4.5 Data Sharing

LiveHelpTech will not share, sell, or disclose your confidential data to third parties without your consent, except where required by law. Information that is publicly available (e.g., from public registries or published sources) is not subject to this restriction. The Client is responsible for ensuring that any data provided to LiveHelpTech is lawfully shareable.

5. Payment Terms

Please refer to our dedicated Payment Terms and Conditions for full details. Key points:

• Invoices are issued upon service delivery and are due within fifteen (15) calendar days.
• If payment is not received within fifteen (15) days of the due date, the outstanding invoice will be referred to a factoring or debt collection agency. All related fees are payable by the Client.
• Services may be suspended immediately upon non-payment.
• Pro-forma invoices may be required based on a credit assessment.
• No refunds are issued for cancellations during an active service period.
• Accepted payment methods are listed on our Payment Options page.
• All prices are stated exclusive of VAT. VAT is applied at the applicable Swedish rate, or per reverse-charge rules for EU business clients.

6. Support

LiveHelpTech provides the following support channels:

• Support Ticket System — for major, complex, or ongoing issues requiring formal tracking or file attachments. Access via livehelp.tech/en/ticket.php.
• Email — for minor issues and quick questions: support@livehelp.tech.
• WhatsApp — for direct real-time contact: +46 72 032 90 72.

When referencing a previously opened support case, always include your ticket number to ensure efficient handling.

7. AI Services — Specific Terms

7.1 No Guaranteed Outcomes

While LiveHelpTech applies best practices and professional judgement in all AI-related services, we cannot guarantee specific business outcomes such as revenue increases, cost savings, or productivity gains. Results depend on the Client's own operations, data quality, and implementation. Any figures presented in examples or case studies are illustrative only.

7.2 EU AI Act Compliance

LiveHelpTech supports Clients in understanding and preparing for the EU AI Act and other applicable AI legislation. However, the Client is ultimately responsible for ensuring that their own AI systems and use cases comply with relevant laws. LiveHelpTech provides guidance but does not offer legal advice.

7.3 Data Security in AI Implementation

Where LiveHelpTech configures AI environments for the Client, these are set up within a closed, secure infrastructure, isolated from public AI models and external networks. Business-critical data, customer information, and trade secrets are handled with strict confidentiality and in accordance with GDPR.

7.4 Client Data Used in AI Training

Any Client data used to train or configure a custom AI assistant will only be used for that specific purpose and will not be shared with third parties, used to train general models, or retained beyond the agreed service period without written consent.

8. General Provisions

8.1 Modifications

LiveHelpTech reserves the right to modify the Site, App, Service, or these Terms at any time. Changes will be posted on the Site with an updated date. Continued use of the Site, App, or Service constitutes acceptance of the revised Terms.

8.2 Right to Decline

LiveHelpTech reserves the right to decline any Client or prospective engagement at its discretion. The Client will be notified if this is the case.

8.3 Use as Reference

LiveHelpTech may use the Client's company name, brand, and website link as a reference for marketing purposes unless the Client objects in writing. This applies to marketing collateral only and not to any commercial, sales, or procurement contexts without prior agreement.

8.4 Written Agreements

All agreements between LiveHelpTech and the Client must be in writing. Written communication includes signed documents, email, and SMS.

8.5 Confidentiality

Both parties agree not to disclose the other party's confidential business information to any third party without prior written consent. This obligation does not apply to information that is publicly available through trustworthy sources. The Client is solely responsible for any publicly available information used by LiveHelpTech in the delivery of the Service.

9. Dispute Resolution

In the event of a dispute, the parties shall first attempt to resolve the matter directly and in good faith. If no resolution is reached, the parties shall appoint a mutually agreed third-party mediator. If mediation fails, the dispute shall be resolved through arbitration under the rules of the Stockholm Chamber of Commerce Arbitration Institute (SCC — Stockholms Handelskammares Skiljedomsinstitut). These Terms are governed by Swedish law and EU law, with international private matters handled accordingly.

10. Force Majeure

Neither party shall be liable for failure to perform its obligations if such failure results from circumstances beyond reasonable control, including but not limited to natural disasters, war, terrorism, government action, pandemics, or failure of essential infrastructure such as electricity, internet, or telecommunications. The affected party must notify the other party promptly and take reasonable steps to minimise the impact of the event.

Contact

For questions regarding these Terms, please contact: