Terms of service

Handbook is made and run by Jigsaw Software Development Ltd, a company registered in England and Wales (company no. 17190874). When these terms say "we" or "us", that's who they mean. "You" means the organisation creating the account, and the people it authorises to use the dashboard.

Handbook answers your staff's questions from the documents your organisation uploads, citing the document and section each answer came from. If the answer isn't in your documents, your chatbot says so rather than guessing, and the question is logged for your admins so the gap can be filled.

• Give us accurate details and keep your sign-in credentials safe. You are responsible for what happens under your account.
• Your admins for this app control the knowledge base, the chatbot settings, and where it is embedded. Choose them accordingly.
• One account serves one organisation. Groups running several organisations should talk to us about the Enterprise plan.

You own your documents and everything in them. You give us just enough licence to run the service: storing them, indexing them and processing them to answer your staff's questions. We never use your documents or your staff's questions to train AI models, and our AI providers are contractually barred from doing so too.

Deleting a document removes its content from your knowledge base straight away. How we handle personal data is set out in our privacy notice and data processing agreement, which forms part of these terms.

• Plans are measured in number of answers.
• If your chatbot can't answer and says so, that doesn't count. Answers in your dashboard's test panel and preview links don't count either.
• Each plan's allowance is on the pricing page. We email your billing contact when you have used 80% and 100% of your allowance.
• Once you have used 100% of your allowance, new conversations pause until you upgrade or your period renews.

There are no document limits on any plan - load your whole staff knowledge base. Fair use means the service is for your organisation's own staff information: if something looks far outside normal use (automated bulk querying, reselling access, or content unrelated to your organisation), we might ask you about this. Where a plan describes answers as unlimited, that means unlimited in normal use, with a fair use ceiling of 1,000,000 answers a month.

• Only upload content your organisation has the right to use, and nothing unlawful.
• Don't attempt to probe, bypass or break the service's security or another organisation's data isolation.
• Don't resell Handbook or offer it to other organisations as your own product.

Answers are generated by AI from your documents. That grounding, and the citation on every answer, makes them reliable - but no AI system is perfect, and an answer can occasionally be wrong, incomplete or out of date if the underlying document is. That is why every answer shows its source: for decisions that matter, check the cited section. Answers are staff information, not legal, financial or professional advice, and keeping documents current remains your responsibility.

• Prices are in pounds sterling and exclude VAT. Annual is the lead price; monthly billing is available on paid plans.
• Invoicing is available by arrangement for organisations that follow a purchase order process.
• Card payments are handled by Stripe. For customers outside the UK, Stripe acts as the merchant of record and applies any local sales tax.
• Paid plans renew automatically at the end of each period unless you cancel. We'll email your billing contact before an annual licence renews.
• If a payment fails we will tell your billing contact and allow a grace period to sort it. If it stays unpaid, the account moves to the Free plan; your data stays put for 90 days so nothing is lost while you decide.

• Cancel any time from the billing page. A paid period you have already started runs to its end, and we don't refund part-periods. There is one exception: if we add a sub-processor you object to and we can't resolve it, our data processing agreement lets you leave and we refund the unused part of your period.
• When you leave, ask and we will delete your organisation's data, or it is deleted automatically within 90 days of your account closing.
• We can suspend an account for a serious breach of these terms, and will always say why.

Handbook is built to be available around the clock and recover gracefully in the event of a technical issue, but we don't promise uninterrupted service on these terms. We improve the service continuously; if we make a material change to these terms we will email your admins at least 30 days before it takes effect, and the version and date at the top of this page will change.

Nothing in these terms excludes liability that cannot legally be excluded. Beyond that, our total liability to you is capped at the fees you paid us in the 12 months before the claim, and we are not liable for indirect losses such as lost profits or lost data caused by events outside our control. Handbook informs your staff; decisions, and the documents behind them, remain yours.

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If one clause turns out to be unenforceable, the rest still stand.