- Helpouts Additional Terms for
modified: December 3, 2014 (view archived
- 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”).
- 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.
- 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.
- 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
- 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
- Google disclaims all liability
for the actions, errors, or omissions of third-party Providers.
- 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.
- 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.
- Basic Use Requirements. To use the Service, you will need a device capable
of making a Hangouts call and working Internet access.
- 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
- 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.
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.
- 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.
- 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.
- 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).
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,
- 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.
- 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.
- 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.
- 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.
- 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.
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.