Terms of Service

These Terms of Service set out the main conditions for using the HelpX website and the technical and digital services offered by HelpX.

By using the HelpX website or by submitting a service request, the user confirms that they have read these terms.

1. HelpX Services

HelpX offers technical and digital services to its customers, including:

• remote IT support;
• on-site technical service;
• configuration of computers and software;
• setup and support of networks and Wi-Fi systems;
• website development;
• website updates and technical support;
• development of software and custom business systems;
• integration with third-party services;
• technical consultation;
• other related services offered by HelpX.

The list of services shown on the website may change from time to time.

2. Submitting a Service Request

Filling in the service request form on the website does not in itself mean that a paid order has been placed automatically, or that a final price has been agreed.

After receiving a request, HelpX may contact the customer to obtain additional information, clarify the scope of work, and agree on the final price and conditions.

The service begins only after HelpX and the customer have agreed on the work to be performed and the applicable conditions.

HelpX has the right to decline to perform a service if the request is technically impossible to fulfil, falls outside the scope of HelpX's services, or if there is another reasonable cause.

3. Prices

A price shown on the website may represent:

• the price of a specific service;
• an estimated price;
• or a starting price, where the wording "from" ("დან"), "Starting from" or a similar formulation is used.

For example, "from 4,900 ₾" shown for website development means that the cost of the project starts from that amount and the final price depends on the requirements of the specific project.

The final cost may be affected by:

• the scope of work;
• the complexity of the design;
• the number of pages and features;
• the need for an administration panel;
• user accounts and roles;
• payment systems;
• integrations with APIs or other systems;
• additional languages;
• project deadlines;
• other special requirements.

Additional paid work will not be carried out without the customer's consent.

4. Remote IT Service

Remote service may be provided using AnyDesk or another suitable remote access application.

Before the work begins, HelpX and the customer will agree, within reasonable limits, on the problem or the task to be performed.

Unless otherwise agreed, payment for remote service is made after the agreed work has been completed.

If HelpX determines that the problem cannot be resolved remotely, the customer will be informed and, where necessary, on-site service or another solution may be offered.

If resolving the problem requires:

• replacement of a device or component;
• a third-party service;
• intervention by an internet provider;
• account recovery;
• additional software;
• or any other service beyond the work originally agreed,

HelpX will inform the customer in advance.

5. On-Site Service

If the service requires a HelpX specialist to visit the customer's home, office or another address, HelpX may require an advance booking deposit.

The amount of the deposit and the estimated cost of the visit will be communicated to the customer before the visit is confirmed.

HelpX may also set a call-out or diagnostic fee agreed in advance.

If the specialist discovers an additional problem or work on site that was not part of the original agreement, the customer will be informed of the additional work before it is carried out.

6. Cancelling a Visit

If the customer cancels an on-site visit before the HelpX specialist has started travelling to the address, the question of refunding any amount paid in advance will be resolved in accordance with the agreed conditions and applicable law.

If the specialist is already on the way or has arrived at the agreed address and the service could not be carried out for a reason attributable to the customer, including:

• the customer is not present at the location;
• an incorrect address was provided;
• the necessary access to the device or system is not provided;
• the required password or administrator access is not available;

HelpX may charge the call-out or diagnostic fee agreed in advance.

7. Creating Websites and Software

Before starting a website, software or other digital project, HelpX and the customer clarify the main requirements of the project.

These may include:

• the purpose of the project;
• pages;
• design;
• functionality;
• the administration panel;
• user accounts;
• integrations;
• languages;
• the estimated timeline;
• the price;
• additional requirements.

The packages presented on the website are a general description of the service.

The work to be performed on a specific project is defined by the requirements agreed with the customer.

8. Changes to the Scope of Work

The originally agreed price applies to the work that was defined at the time of the agreement.

During the project, a new feature, a new page, an additional integration, a significant design change or any other additional work requested by the customer may be treated as a change to the scope of work.

In such a case, HelpX may offer the customer:

• an additional price;
• an updated timeline;
• or both together.

Additional work will not be carried out without the customer's consent.

Fixing a malfunction of a feature that was originally agreed will not, for that reason alone, be treated as a new feature.

9. Revisions and Changes

Reasonable adjustments to the design and functionality of a website or other digital project are possible within the agreed terms of the project.

A significant change of direction by the customer, a request to completely replace the original design, or the addition of new functionality may be treated as additional work.

If a specific number of revisions is included for a particular project, the customer will be informed of this before the project begins.

10. Materials and Information Provided by the Customer

The customer is obliged to provide HelpX with the information and materials needed to carry out the work.

This may include:

• texts;
• photos;
• a logo;
• product information;
• access to a domain or hosting;
• API or other service credentials;
• administrator access;
• other necessary materials.

The customer is responsible for holding the right to use the materials they provide.

HelpX is not responsible for a project delay if the customer does not provide, in good time, the information, materials, access or decisions that are essential for the work.

11. Project Timelines

The estimated timeline of a project is determined by the scope of the specific work.

The timeline may change if:

• the customer is late in providing required material;
• the customer is late in giving feedback or making a decision;
• the scope of the project's work changes;
• new features are added;
• a delay arises that depends on a third-party service;
• any other circumstance arises that genuinely affects the project's completion time.

In the event of a significant delay, HelpX will inform the customer.

12. Third-Party Services

HelpX projects may use third-party services, including:

• domains;
• hosting;
• cloud services;
• payment systems;
• SMS services;
• email services;
• APIs;
• analytics systems;
• software libraries;
• other online platforms.

Unless otherwise agreed with the customer, recurring fees for such services are not automatically included in HelpX's one-time development price.

HelpX does not control the continued availability of third-party services, changes to their prices, or changes to their terms.

13. Project Handover and Defects

After the project is completed, the customer is given the opportunity to check the agreed functionality.

If an agreed feature does not work in accordance with the agreed requirement, the customer may notify HelpX.

Within reasonable limits, HelpX will check and fix any technical defect within the scope of the project.

A request to add a new feature, a change in the direction of the project, or a request for a feature that was not originally agreed is not considered a defect.

14. Support After Project Completion

Depending on the terms of the specific project, HelpX may offer the customer technical support after the project is completed.

If such a support period is included in the project price, its duration will be communicated to the customer in advance.

Technical support and the fixing of defects do not mean carrying out unlimited new features or design changes free of charge.

Long-term technical support and development may be offered as a separate service.

15. Intellectual Property

Third-party or open-source components used in a website or software project are subject to the terms of the relevant licences.

Unless otherwise agreed for a specific project, the terms of use of the final materials and results created specifically for the customer are determined by the agreed terms of the project.

HelpX may use its own pre-existing technical components, libraries, software modules and development methods in different projects.

The customer's confidential information will not be published in HelpX's public portfolio without the customer's consent.

16. Customer Data and Security

Where possible, the customer is advised to back up important data before technical service begins.

HelpX will take reasonable measures to handle the customer's information and data securely.

HelpX is not responsible for pre-existing damage to a device, for data that has already been lost, or for technical problems not caused by HelpX's actions.

Further information about the processing of personal data is provided in HelpX's privacy policy.

17. Unlawful or Unauthorised Service

HelpX has the right to refuse a service if there is a reasonable basis to assume that the requested action:

• is unlawful;
• infringes the rights of a third party;
• involves unauthorised access to a system or account;
• violates information security rules;
• or could otherwise be used for an unlawful purpose.

Where necessary, HelpX may ask the customer for additional information to confirm their right to access the relevant device, account or system.

18. Cancellation of Service and Refunds

The conditions for a refund depend on the type of service and the amount of work already performed.

If the service has not yet begun, HelpX and the customer will agree, within reasonable limits, on the conditions of cancellation and any possible refund.

If the work has already begun or part of it has been completed, HelpX may take into account the work already performed and any third-party costs incurred with the customer's consent.

HelpX will not purchase additional paid third-party services in the customer's name without the customer's consent.

If a refund is approved, the amount will, as far as possible, be returned by the same payment method by which it was received.

Processing times of the bank or payment provider may affect the time it takes for the amount to appear.

19. The Customer's Statutory Rights

These terms do not limit the mandatory rights granted to the customer under the legislation of Georgia.

If a distance consumer contract is concluded between HelpX and the customer, then in cases provided for by law the customer may have the right to withdraw from the contract within 14 calendar days.

That right and its exceptions are governed by the applicable legislation of Georgia.

These terms of HelpX must not be interpreted as restricting the rights granted to the customer by law.

20. Liability

HelpX is responsible for properly performing the services it has agreed to provide, in accordance with the applicable legislation of Georgia.

HelpX is not responsible for a problem caused by:

• incorrect information provided by the customer;
• subsequent changes made by the customer or a third party;
• a delay or failure of a third-party service;
• pre-existing damage to a device or system;
• a circumstance beyond HelpX's reasonable control.

Nothing in these terms excludes liability in cases where such exclusion or limitation of liability is not permitted by law.

21. Dispute Resolution

If the customer believes that a service was not performed properly, they should provide HelpX with the information needed to assess the problem.

HelpX will try to resolve service-related issues with the customer in good faith and reasonably.

Where necessary, HelpX may first offer:

• checking the problem;
• fixing the defect;
• repeating the work;
• another suitable solution.

These terms do not limit the customer's right to use the legal remedies available under the legislation of Georgia.

22. Changes to the Terms of Service

HelpX may update these Terms of Service from time to time in line with changes to its services, the website or applicable requirements.

The current version of the terms and the date of the last update will be published on the website.

A change to the terms does not, in itself, change the price or scope of work that has already been agreed.

23. Governing Law

These Terms of Service are interpreted in accordance with the legislation of Georgia.

If any provision is found to be invalid or unenforceable, this does not automatically invalidate the remaining terms.

In the event of a conflict between a mandatory right granted to the customer by law and these terms, the relevant legal provision applies.

24. Contact

HelpX can be contacted at:

Website: https://helpx.ge
Phone: +995 599 177 977

HelpX's registered business details will be added once the relevant registration has been completed.