Terms of service

Terms of Service - Handle

Software as a Service Agreement

Terms of Service

Effective Date: January 1, 2024 | Last Updated: 11/7/2025

1. Agreement to Terms and Conditions

This Software as a Service Agreement ("Agreement") is a legally binding contract between you

("Customer," "you," or "your") and Handle, Inc., a Delaware corporation ("Handle," "Company," "we,"

"us," or "our"), governing your access to and use of Handle's artificial intelligence-powered email

management platform and related services (collectively, the "Services" or "Platform").

BY ACCESSING, DOWNLOADING, INSTALLING, OR USING THE SERVICES, YOU ACKNOWLEDGE

THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THIS AGREEMENT. If you

are entering into this Agreement on behalf of an organization, you represent and warrant that you

have the authority to bind such organization to these terms.

If you do not agree to all terms and conditions of this Agreement, you are not authorized to access or

use the Services and must immediately cease any such use.

2. Service Description and Scope

2.1 Platform Overview

Handle provides a cloud-based, AI-native email management and communication platform designed

for high-value B2B teams and organizations. The Platform utilizes advanced artificial intelligence,

machine learning, and natural language processing technologies to enhance email productivity and

communication efficiency.

2.2 Core Features and Functionality

Subject to the terms of this Agreement and your active subscription, the Services include:

• AI-Powered Email Processing: Intelligent analysis, categorization, and prioritization of email

communications.

• Automated Response Generation: AI-generated draft responses based on context, tone, and

business objectives.

• Email Platform Integration: Seamless integration with Gmail, Microsoft Outlook, and other

supported email providers.

• CRM and Business Tool Integration: Data synchronization with customer relationship

management systems and productivity tools.

• Advanced Analytics and Reporting: Comprehensive insights into communication patterns,

response times, and team performance.

• Team Collaboration Tools: Shared inboxes, delegation workflows, and team performance

analytics.

• Security and Compliance Features: Enterprise-grade security controls, audit trails, and

compliance reporting.

• Mobile and Desktop Applications: Native applications for iOS, Android, Windows, and macOS

platforms.

2.3 Service Levels and Availability

Handle strives to maintain a minimum of 99.5% uptime for the Platform, calculated monthly

excluding scheduled maintenance windows. Scheduled maintenance will be announced at least 48

hours in advance through our status page and customer communications.

2.4 Service Modifications

Handle reserves the right to modify, enhance, or discontinue any aspect of the Services at any time.

Material changes that adversely affect core functionality will be communicated to customers at least

thirty (30) days in advance.

3. Account Registration and User Responsibilities

3.1 Account Registration Requirements

To access the Services, you must:

• Create an account by providing accurate, complete, and current information

Be at least 18 years of age or the age of majority in your jurisdiction

• Have the legal capacity to enter into binding agreements

• Not be prohibited from using the Services under applicable laws

• Comply with any additional verification requirements we may impose

3.2 Account Security Obligations

You are solely responsible for:

• Credential Security: Maintaining the confidentiality of your login credentials and implementing

strong passwords

• Access Management: All activities that occur under your account, whether authorized or

unauthorized

• Immediate Notification: Promptly notifying Handle of any suspected unauthorized access or

security breach

• Account Monitoring: Regularly monitoring your account for suspicious or unauthorized activity

Multi-Factor Authentication: Enabling and maintaining multi-factor authentication when

available

3.3 Information Accuracy

You warrant that all information provided during registration and throughout your use of the

Services is accurate, complete, and current. You agree to promptly update your account information

as necessary to maintain its accuracy.

4. Acceptable Use Policy and Prohibited Activities

4.1 General Use Standards

You agree to use the Services in accordance with all applicable laws, regulations, and professional

standards. Your use must be consistent with the intended business purpose of the Platform.

4.2 Prohibited Activities

You expressly agree NOT to use the Services for any of the following purposes:

4.2.1 Illegal or Harmful Activities

Any illegal activities, including but not limited to fraud, money laundering, or violating export

controls

Harassment, threats, stalking, or any form of abuse directed at individuals or organizations

Distributing malware, viruses, or other harmful code

Activities that violate the privacy or rights of others

4.2.2 Spam and Unsolicited Communications

Sending unsolicited commercial email (spam) or bulk email communications

Violating CAN-SPAM Act, GDPR, or other applicable anti-spam regulations

Using the Services to support or facilitate email-based marketing without proper consent

4.2.3 System Interference and Security

Attempting to gain unauthorized access to the Services, other accounts, or Handle's systems

Reverse engineering, decompiling, or disassembling any aspect of the Services

Interfering with or disrupting the Services or servers/networks connected to the Services

Using automated tools to access the Services beyond reasonable API usage limits

Circumventing any security measures or access restrictions

4.2.4 Intellectual Property Violations

Infringing on copyrights, trademarks, patents, or other intellectual property rights

Using the Services to distribute copyrighted material without authorization

Misappropriating trade secrets or confidential information of third parties

4.3 Enforcement and Remediation

Handle reserves the right to investigate any suspected violations of this Acceptable Use Policy. Upon

discovery of violations, Handle may, at its sole discretion and without prior notice: (a) suspend or

terminate your access to the Services; (b) remove or disable access to violating content; (c) report

violations to law enforcement; or (d) take any other action deemed appropriate.

5. Subscription Plans, Billing, and Payment Terms

5.1 Subscription Models

The Services are offered through various subscription plans with different features, usage limits, and

pricing tiers. Current plans and pricing are available on our website and may be modified as provided

in this Agreement.

5.2 Billing and Payment

Payment Schedule: Subscription fees are billed in advance on a monthly or annual basis, as

selected during enrollment

Payment Methods: We accept major credit cards, ACH transfers, and other payment methods as

specified during checkout

Automatic Renewal: Subscriptions automatically renew for successive periods of the same

duration unless cancelled

Payment Processing: All payments are processed by our third-party payment processors in

accordance with industry standards

Currency: All fees are quoted and charged in United States Dollars (USD) unless otherwise

specified

5.3 Fee Changes and Notice

Handle may modify subscription fees with thirty (30) days advance written notice to you. Fee

changes will take effect at the beginning of your next billing cycle. Your continued use of the Services

after the effective date constitutes acceptance of the new fees.

5.4 Taxes

You are responsible for all applicable taxes, duties, and governmental charges related to your use of

the Services. If Handle is required to collect taxes on your behalf, such taxes will be added to your

invoice.

5.5 Late Payment and Suspension

If payment is not received when due, Handle may: (a) charge a late fee of 1.5% per month; (b) suspend

access to the Services after ten (10) days written notice; or (c) terminate this Agreement after thirty

(30) days written notice. You remain liable for all fees and charges during any suspension period.

5.6 Refund Policy

Subscription fees are generally non-refundable. However, Handle may provide pro-rated refunds in

cases of: (a) service unavailability exceeding our SLA commitments; (b) material breach of this

Agreement by Handle; or (c) as required by applicable law. Refund requests must be submitted within

sixty (60) days of the qualifying event.

6. Data Ownership, Privacy, and Security

6.1 Customer Data Ownership

You retain all right, title, and interest in and to your data, including email content, contact

information, and other materials you provide to or generate through the Services ("Customer Data").

Handle claims no ownership rights in Customer Data.

6.2 Data Processing Authorization

By using the Services, you grant Handle a limited, non-exclusive license to access, process, and

analyze Customer Data solely for the purpose of providing the Services to you. This authorization

includes the right to use AI and machine learning technologies to process your email

communications and generate insights.

6.3 Privacy and Data Protection

Handle's collection, use, and protection of personal information is governed by our Privacy Policy,

which is incorporated by reference into this Agreement. We comply with applicable data protection

laws, including GDPR, CCPA, and other regional privacy regulations.

6.4 Security Measures

Handle implements industry-standard security measures, including:

End-to-end encryption for data in transit and at rest

SOC 2 Type II compliance and regular third-party security audits

Role-based access controls and multi-factor authentication

Regular security monitoring and incident response procedures

Employee background checks and security training programs

6.5 Data Portability and Deletion

Upon request, Handle will provide Customer Data in a commonly used, machine-readable format.

Upon termination of this Agreement, Handle will delete Customer Data within ninety (90) days,

except as required for legal compliance or as otherwise specified in our Privacy Policy.

7. Artificial Intelligence and Machine Learning Terms

7.1 AI Technology Disclosure

The Services incorporate advanced artificial intelligence, machine learning, and natural language

processing technologies. These technologies analyze email content to provide automated responses,

prioritization, and insights. You acknowledge and agree that AI-generated content may not always be

accurate, appropriate, or complete.

7.2 User Responsibility for AI-Generated Content

You acknowledge and agree that:

Review Obligation: You are solely responsible for reviewing, editing, and approving all AI-

generated content before use or distribution

Content Accuracy: Handle makes no warranty regarding the accuracy, completeness, or

appropriateness of AI-generated content

Professional Judgment: You must exercise professional judgment and expertise when using AI-

generated suggestions or recommendations

Legal Compliance: You are responsible for ensuring that all communications comply with

applicable laws and professional standards

7.3 AI Model Training and Improvement

Handle does not use Customer Data to train general AI models or improve AI capabilities for other

customers without your explicit consent. We may use anonymized, aggregated usage patterns and

performance metrics to improve the overall quality of the Services.

7.4 Third-Party AI Services

The Services may utilize third-party AI technologies (such as OpenAI, Google AI, or Microsoft AI). All

such integrations are subject to strict data processing agreements that maintain the same privacy

and security standards as this Agreement.

7.5 AI Limitations and Disclaimers

You understand that AI technologies have inherent limitations and may produce unexpected, biased,

or inappropriate results. Handle disclaims any liability for decisions made based on AI-generated

content, and you agree to use such content at your own risk.

8. Intellectual Property Rights

8.1 Handle's Intellectual Property

The Services, including all software, algorithms, user interfaces, designs, graphics, text, and other

content, contain proprietary and confidential information owned by Handle and its licensors. This

includes all copyrights, trademarks, trade secrets, patents, and other intellectual property rights.

8.2 License Grant to Customer

Subject to your compliance with this Agreement, Handle grants you a limited, non-exclusive, non-

transferable, non-sublicensable license to access and use the Services during the term of your

subscription solely for your internal business purposes.

8.3 Restrictions on Use

You may not and shall not permit any third party to:

Copy, modify, adapt, translate, or create derivative works of the Services

Reverse engineer, decompile, disassemble, or attempt to derive source code

Rent, lease, loan, sell, sublicense, or otherwise transfer the Services

Remove, alter, or obscure any proprietary notices or labels

Use the Services to develop competing products or services

Access the Services to build similar or competitive products

8.4 Feedback and Suggestions

Any feedback, suggestions, or ideas you provide regarding the Services become the property of

Handle and may be used without restriction or compensation. You waive any rights you may have in

such feedback.

8.5 Third-Party Components

The Services may include third-party software components subject to separate license terms. Such

components are provided "as is" and Handle disclaims all warranties related to third-party

components.

9. Service Level Agreements and Support

9.1 Availability Commitment

Handle commits to maintaining a minimum of 99.5% monthly uptime for the core Services,

excluding scheduled maintenance windows and circumstances beyond our reasonable control.

9.2 Scheduled Maintenance

Handle may perform scheduled maintenance during low-usage periods. We will provide at least

forty-eight (48) hours advance notice of scheduled maintenance that may affect Service availability.

9.3 Support Services

Support is provided according to your subscription level:

Standard Support: Email support with 24-hour response time for normal priority issues

Priority Support: Email and chat support with 4-hour response time for high priority issues

Premium Support: Phone, email, and chat support with 1-hour response time and dedicated

customer success manager

9.4 Service Credits

If monthly uptime falls below 99.5%, you may be eligible for service credits equal to 5% of your

monthly subscription fee for each percentage point below the threshold, up to a maximum of 50% of

your monthly fee.

10. Warranties and Disclaimers

10.1 Limited Warranty

Handle warrants that the Services will perform substantially in accordance with the documentation

under normal use. This warranty applies only to reproducible defects reported during your active

subscription period.

10.2 Disclaimer of Other Warranties

EXCEPT AS EXPRESSLY SET FORTH HEREIN, THE SERVICES ARE PROVIDED "AS IS" AND "AS

AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED,

INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS

FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, OR COURSE OF PERFORMANCE.

10.3 AI-Specific Disclaimers

Handle specifically disclaims any warranties regarding: (a) the accuracy, completeness, or

appropriateness of AI-generated content; (b) the performance of AI algorithms; (c) the absence of bias

or errors in AI outputs; or (d) compliance of AI-generated content with applicable laws or

professional standards.

10.4 Third-Party Services

Handle disclaims all warranties related to third-party services, integrations, or platforms accessed

through or in connection with the Services. Your use of third-party services is subject to their

respective terms and conditions.

11. Limitation of Liability and Indemnification

11.1 Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL HANDLE,

ITS AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, OR LICENSORS BE LIABLE FOR

ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES,

INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, USE, GOODWILL, OR OTHER

INTANGIBLE LOSSES, ARISING OUT OF OR RELATING TO YOUR USE OF THE SERVICES.

11.2 Cap on Direct Damages

Handle's total liability for all claims arising out of or relating to this Agreement shall not exceed the

amount paid by you to Handle in the twelve (12) months preceding the event giving rise to the

liability claim.

11.3 Customer Indemnification

You agree to indemnify, defend, and hold harmless Handle and its affiliates from any claims,

damages, losses, costs, and expenses (including reasonable attorneys' fees) arising from: (a) your use

of the Services; (b) your violation of this Agreement; (c) your violation of applicable laws; or (d) your

Customer Data or content.

11.4 Handle Indemnification

Handle will defend you against third-party claims that the Services infringe a valid patent, copyright,

or trademark, and will pay damages finally awarded against you, provided you promptly notify

Handle and allow Handle to control the defense.

11.5 Exceptions

The limitations in this section do not apply to: (a) violations of intellectual property rights; (b)

breaches of confidentiality; (c) indemnification obligations; or (d) gross negligence or willful

misconduct.

12. Term, Termination, and Survival

12.1 Agreement Term

This Agreement begins when you first access the Services and continues until terminated in

accordance with these terms. Subscription terms are as specified in your account settings or order

confirmation.

12.2 Termination for Convenience

Customer Termination: You may terminate this Agreement at any time by canceling your

subscription through your account settings or by providing written notice

Handle Termination: Handle may terminate this Agreement with thirty (30) days written notice

for any reason

12.3 Termination for Cause

Either party may terminate immediately upon written notice if the other party:

Materially breaches this Agreement and fails to cure within ten (10) days of notice

Becomes insolvent, makes an assignment for creditors, or files for bankruptcy

Ceases to operate in the normal course of business

12.4 Effect of Termination

Upon termination:

Your access to the Services will immediately cease

You remain liable for all fees and charges through the end of the current billing period

Handle will delete Customer Data within ninety (90) days, subject to legal retention requirements

You must cease all use of the Services and return or destroy any confidential information

12.5 Survival

The following sections survive termination: Data Ownership, Intellectual Property, Limitation of

Liability, Indemnification, Governing Law, and any payment obligations accrued prior to termination.

13. Confidentiality and Non-Disclosure

13.1 Definition of Confidential Information

"Confidential Information" means any non-public, proprietary, or confidential information disclosed

by one party to the other, including but not limited to technical data, trade secrets, business plans,

customer information, and any information marked as confidential.

13.2 Confidentiality Obligations

Each party agrees to:

Hold Confidential Information in strict confidence

Use Confidential Information solely for the purposes of this Agreement

Not disclose Confidential Information to third parties without prior written consent

Protect Confidential Information with the same degree of care used for its own confidential

information

13.3 Exceptions

Confidentiality obligations do not apply to information that:

Is or becomes publicly available through no breach of this Agreement

Is rightfully received from a third party without breach of confidentiality

Is independently developed without use of Confidential Information

Is required to be disclosed by law or court order

14. Compliance and Regulatory Requirements

14.1 General Compliance

Each party shall comply with all applicable federal, state, local, and international laws and

regulations in connection with this Agreement and the Services.

14.2 Export Control

The Services may be subject to U.S. export control laws and regulations. You agree to comply with all

applicable export control laws and not to export, re-export, or transfer the Services to prohibited

countries or persons.

14.3 Data Protection Compliance

Both parties acknowledge their respective obligations under applicable data protection laws,

including GDPR, CCPA, and other privacy regulations. Handle's data processing practices are

detailed in our Privacy Policy and Data Processing Addendum.

14.4 Industry-Specific Compliance

If you operate in regulated industries (healthcare, financial services, etc.), you are responsible for

ensuring that your use of the Services complies with applicable industry regulations (HIPAA, SOX,

etc.).

15. Modifications to Agreement

15.1 Amendment Process

Handle may modify this Agreement from time to time. Material changes will be communicated

through email, in-app notifications, or prominent website notices at least thirty (30) days before the

effective date.

15.2 Acceptance of Changes

Your continued use of the Services after the effective date of changes constitutes acceptance of the

modified Agreement. If you do not agree to the changes, your sole remedy is to terminate this

Agreement.

15.3 Non-Material Changes

Handle may make non-material changes (such as clarifications or administrative updates) with

shorter notice periods or without advance notice.

16. Dispute Resolution and Governing Law

16.1 Governing Law

This Agreement is governed by and construed in accordance with the laws of the State of Delaware,

without regard to conflict of law principles. The United Nations Convention on Contracts for the

International Sale of Goods does not apply.

16.2 Jurisdiction and Venue

Any legal action or proceeding arising under this Agreement shall be brought exclusively in the

federal or state courts located in Delaware, and the parties hereby consent to the personal

jurisdiction and venue therein.

16.3 Dispute Resolution Process

Before initiating formal legal proceedings, the parties agree to:

Attempt to resolve disputes through good faith negotiations for thirty (30) days

Engage in mediation if direct negotiations are unsuccessful

Pursue binding arbitration for disputes exceeding $50,000 (excluding injunctive relief)

16.4 Injunctive Relief

Either party may seek injunctive or equitable relief in court for violations of intellectual property

rights or confidentiality obligations without first engaging in the dispute resolution process.

17. General Provisions

17.1 Entire Agreement

This Agreement, together with the Privacy Policy and any referenced policies, constitutes the entire

agreement between the parties and supersedes all prior or contemporaneous understandings

regarding the subject matter herein.

17.2 Severability

If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions

shall remain in full force and effect, and the invalid provision shall be replaced with a valid provision

that most closely approximates the intent of the original.

17.3 Waiver

No waiver of any term or condition of this Agreement shall be effective unless in writing and signed

by the party against whom enforcement is sought. No waiver shall constitute a continuing waiver or

waiver of any other term.

17.4 Assignment

You may not assign this Agreement without Handle's prior written consent. Handle may assign this

Agreement without consent in connection with a merger, acquisition, or sale of assets.

17.5 Force Majeure

Neither party shall be liable for any failure or delay in performance due to circumstances beyond its

reasonable control, including acts of God, natural disasters, war, terrorism, or government actions.

17.6 Notices

All notices under this Agreement must be in writing and delivered to the addresses specified in your

account or our website. Notices are effective when received or three (3) days after mailing, whichever

is earlier.

17.7 Independent Contractors

The parties are independent contractors. This Agreement does not create a partnership, joint

venture, employment, or agency relationship between the parties.

18. Contact Information and Legal Notice

For questions regarding this Agreement, billing matters, or legal notices, please contact:

Handle, Inc.

Contact: luis.doriz@usehandle.ai

For urgent legal or security matters, please include "URGENT" in your email subject line. We aim to

respond to all inquiries within 48 hours during business days.