1. Helpouts Additional Terms for Providers (United States)
  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 Providers are additional terms which apply to the use of Helpouts. Your use of Helpouts is subject to these Helpouts Additional Terms for Providers, 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 customer. 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 customer, and Google does not have any responsibility or liability to you in respect of such terms.

Providing Helpouts. The Helpouts listings and information you provide must be accurate, complete, and not misleading. You agree to not misrepresent in any way, whether material or not, any aspect of your identity, background, skills, qualifications, credentials, regulated status, or professional standing when using the Service. You agree to comply with all applicable laws and regulations in the jurisdictions in which you provide or offer to provide a Helpout. If your offer or provision of a Helpout requires a license or other regulatory approval, you must first obtain that license or approval and remain in good standing before offering or providing the Helpout.


You agree to protect the privacy and legal rights of the customers of your Helpouts. You are the sole data controller of the personal data you collect in relation with your Helpouts and must comply with any applicable data protection law. If your customers provide you with personal information, you must provide legally adequate privacy notice and protection for those customers. Further, you may only use that information for the limited purposes for which the customer has given you permission to do so.

Google has no obligation to display your Helpouts listings or information and reserves the right to display Helpouts listings or information to customers in any manner determined by Google, including but not limited to the right to move a listing to a more appropriate category.

Disclosure to Third Parties. Google may disclose to customers or other third parties information regarding your aggregate activity on Helpouts (for example, how often and how soon you respond to customer messages on average, the number of repeat customers you have, the average duration of your Helpout, number of free/paid sessions conducted, feedback ratings and reviews (both positive and negative) on your performance). Such information may also be available on third-party websites. For further information about the use of your information or data, please refer to Google's general Privacy Policy.

Verifying Provider Details. Google may in some instances attempt to verify certain information provided by you, although Google has no obligation to do so.

Basic Use Requirements. To use the Service, you will need a device capable of making a Hangouts call and working Internet access.

Age Restrictions. You must be 18 years of age or older to provide Helpouts. Customers of your Helpouts must be 13 years of age or older (customers between 13 and 18 years of age are told in the Helpouts Additional Terms for Customers that they must have permission from a parent or legal guardian 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.

Pricing and Payments. You may choose to provide a Helpout for free or for a fee. However, you may not provide Helpouts for a fee to customers within the European Union.  All Helpouts which are provided to customers within the European Union must be provided free of charge. To charge a fee for your Helpout you must have a valid Google Wallet account and agree to the payment terms as specified in the Google Wallet Terms of Service. You may not collect fees for a Helpout outside of Google Wallet except by any other payment processing method which is made available for this purpose by Google. You may set the price for your Helpout in the currencies permitted by Google Wallet, but the price must be presented to the customer inclusive of all applicable taxes (including value added taxes). The price of your Helpout may be displayed in your customer’s local currency; however, Google is not responsible for the accuracy of currency rates or conversion.

You may be charged a fee to use the Service, as specified in Helpouts Fees (which may be revised by Google from time to time).

You are also responsible for determining if a Helpout is taxable and the applicable tax rate for Google Wallet to collect for each taxing jurisdiction where Helpouts are sold. You are responsible for remitting taxes due on a Helpout to the appropriate tax authority. Where either Google or its payment processor is required by applicable (local) legislation to determine, apply, and pay the applicable taxes on payments made or received by any one of them, Google or the payment processor (and not you) will be responsible for applying, collecting, and remitting the taxes to the appropriate taxing authority. If Google collects and remits value added taxes on consumer payments (where required of Google by applicable local law) and this remittance fulfills the applicable requirements for value added taxes on those consumer payments, such taxes will not be passed on to you by Google. Where Google is required to collect and remit taxes as described in this section, you and Google will recognize a supply from you to Google for tax purposes, and you will comply with the relevant tax obligations arising from this additional supply. Google will deduct an amount equal to such taxes from the price you’ve set for your Helpout in addition to the applicable Helpouts transaction fee, if any. The remainder (sales price less Helpouts transaction fee and amount equal to any taxes paid by Google on your behalf) will be remitted to you. You are responsible for providing any applicable tax residency certificates to Google. If Google or its service provider does not receive such documentation, Google will deduct taxes at the applicable tax rate.

Other Payment Processing Methods. Google may make available to you various payment processing methods in addition to Google Wallet to facilitate the collection of fees for Helpouts. 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.

Cancellation Policy. You may be required to choose a cancellation policy for your Helpout from the options provided, as described in the Cancellation Policy.

Special Refund Requirements. The Google Wallet (or payment processor’s) terms and conditions regarding refunds will apply except that you authorize Google to give your customer a full refund of the Helpout fee on your behalf in the event that you cancel the Helpout, or under the terms of the 100% Money Back Guarantee.

Recorded Helpouts. Unless otherwise stated in the Recording of Session policy, you may record a Helpout if both you and your customer consent to the recording. Both you and your customer 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”. You expressly authorize the use of your image for the purposes set out above. In addition, both you and your customer 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.

Indemnification. You are solely responsible for, and Google has no responsibility to you or to any third party for any Helpouts you offer or provide. To the maximum extent permitted by law, you agree to hold harmless and indemnify Google and its affiliates, officers, agents, and employees from any claim, suit, or action arising from or related to your use of the Service; taxes related to the Helpouts you provide; or violation of these Terms, including any liability or expense arising from claims, losses, damages, suits, judgments, litigation costs, and attorneys’ fees, unless you can demonstrate that you are not at fault and have not breached any provisions of these Terms or that you are not responsible as a result of strict liability provisions under applicable law.

  1. 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 Providers 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.