1. Helpouts Additional Terms for Customers
  2. Last modified: December 3, 2014 (view archived versions)
  3. Applicable Terms. Thanks for using Helpouts. Helpouts is a service provided by Google Inc. (“Google” or “we”) located at 1600 Amphitheatre Parkway, Mountain View, California 94043, USA, and is subject to the Google Terms of Service (Google ToS). Helpouts is a “Service” as defined in the Google ToS, and these Helpouts Additional Terms for Customers are additional terms which apply to the use of Helpouts. Your use of Helpouts is subject to these Helpouts Additional Terms for Customers, Google's general Privacy Policy, the Helpouts Product Policies, and the Google ToS (which together we refer to as the “Terms”).
  4. To use Helpouts, it is necessary that you agree to the Terms. Please read the Terms carefully. If you do not fully accept the Terms, you may not use Helpouts.
  5. Please note that these Terms are separate to any additional terms which may be applicable between (a) you and the third-party website through which you are accessing Helpouts; and/or (b) you and the Helpouts provider. Such additional terms may include provisions in respect of the ownership or licensing of intellectual property rights. Any and all such terms (including in relation to intellectual property rights) are between you and the third-party website operator and/or the Helpouts provider, and Google does not have any responsibility or liability to you in respect of such terms.
  6. Using the Service. You may use the Service to browse, locate, schedule, and/or take a Helpout. Some Helpouts may be offered by Google while others may be made available by third parties (each referred to as a “Provider”).
  7. Important Disclaimers. Google does not participate in the provision of advice or the creation of the content of any Helpout offered by a third-party Provider, and does not represent or endorse and will not be responsible for: (a) the reliability or performance of any third-party Provider; (b) the safety, quality, accuracy, reliability, integrity, or legality of any Helpout offered or provided by a third-party Provider; or (c) the truth or accuracy of the description of any Helpout offered or provided by a third-party Provider, or of any advice, opinion, offer, proposal, statement, data, or other information provided by a third-party Provider displayed, distributed, or purchased through the Service.
  8. Google disclaims all liability for the actions, errors, or omissions of third-party Providers.
  9. We recognize that in some countries, you might have legal rights as a consumer. If you are using the Service for a personal purpose, then nothing in these Terms limits any consumer legal rights which may not be waived by contract.
  10. Verifying Provider Details. Although Google may in some instances attempt to verify certain information provided by Providers, Google has no obligation to do so and makes no representations regarding the accuracy of such verification. It is your responsibility to verify the identity, qualifications and status of a Provider.
  11. Basic Use Requirements. To use the Service, you will need a device capable of making a Hangouts call and working Internet access.
  12. Age Restrictions. In order to use the Service you must be 13 years of age or older. If you are between 13 and 18 years of age, you must have your parent or legal guardian’s permission to use the Service. You must not access the Service or accept these Terms if you are a person who is either barred or otherwise legally prohibited from receiving or using the Service or any Helpout under the laws of the country in which you are resident or from which you access or use the Service.
  13. Purchasing a Helpout. In order to schedule certain Helpouts, you may be required to provide information about yourself such as your name, address, and billing details to Google. Google’s general Privacy Policy explains how we treat your personal data and protect your privacy when using the Service. You agree that any such information you provide to Google will always be accurate, correct, and up to date.
  14. Providers are not allowed to charge for a Helpout provided to a customer within the European Union.  For all customers located outside of the European Union, when you schedule a Helpout you are committing to purchase that Helpout from the Provider, so please review the Helpout description carefully before purchasing it. A Provider may change the pricing and availability of a Helpout at any time before you purchase it. A Provider may also post rescheduling and cancellation policies in the Helpout description that may limit your ability to reschedule or cancel the Helpout without penalty.
  15. You can purchase Helpouts using Google Wallet. If you do not have a Google Wallet Account, you can set one up on its website, where you can also find more information about Google Wallet. You agree to the Google Wallet Terms of Service when you purchase a Helpout using Google Wallet. Please ensure that you read those terms carefully before making any purchase.
  16. Google may make available to you various payment processing methods in addition to Google Wallet to facilitate the purchase of a Helpout. You must abide by any relevant terms and conditions or other legal agreement, whether with Google or a third party, that governs your use of a given payment processing method. Google may add or remove payment processing methods at its sole discretion and without notice to you.
  17. Once your purchase is complete, Google or Google’s payment processor may charge your credit card or other form of payment that you indicate for any Helpout ordered, along with any additional applicable amounts (including any Taxes). “Taxes” means any duties, customs fees, value added taxes or other taxes such as withholding taxes (other than income tax) associated with the sale of a Helpout, including any related penalties or interest. You agree to pay and are solely responsible for all amounts due for your purchase of a Helpout, including Taxes.
  18. Compliance with Tax Laws. You must comply with any and all applicable tax laws, including the reporting and payment of any Taxes arising in connection with your use of the Service. The reporting and payment of any such applicable Taxes are your responsibility.
  19. Refunds. The Google Wallet (or payment processor’s) terms and conditions regarding refunds apply to your purchase of a Helpout except that you can also request a full or partial refund from the Provider, and if the refund offered by the Provider is unsatisfactory you can appeal that decision to Google under the terms of the 100% Money Back Guarantee. If a refund is granted for a Helpout, you may no longer be able to access the recording of that Helpout if one was made.
  20. Recorded Helpouts. Unless otherwise stated in the Recording of Session policy, you may record a Helpout if both you and the Provider consent to the recording. Both you and the Provider will receive a copy of the recording after the Helpout has finished. Separately, unless otherwise stated in the Recording of Session policy, Google may record a Helpout (i) for quality assurance purposes; or (ii) in response to a report of abuse as detailed below under “Misuse of the Service”. In addition, both you and the Provider will have access to the chat transcript after the Helpout has finished. More details about recordings are provided in the Recording of Session policy.
  21. Misuse of the Service. Please ensure that you use the Service in accordance with the Helpouts Product Policies. There is an option available in the Service to report abuse. A report of abuse may trigger a recording of the Helpout in progress and/or access to the chat history by Google as required in order to investigate the reported abuse. More details about recordings are provided in the Recording of Session policy.
  22. Access to Data in the Service. Google or its agents may access and review Helpout recordings, messages, chat transcripts, or other private information in the Service to provide customer service, review claims of abuse, and for other reasons in accordance with Google’s general Privacy Policy, unless stated otherwise.
  23. About these Terms. We may modify these Terms to, for example, reflect changes to the law or changes to our services. You should look at the Terms regularly. We’ll post notice of modifications to these Helpouts Additional Terms for Customers on this page. Changes will not apply retroactively and will become effective no sooner than fourteen days after they are posted. However, changes addressing new functions or changes made for legal reasons will be effective immediately. If you do not agree to the modified terms, you should discontinue your use of Helpouts.