Terms

We Make Helpdesk Terms of Service.

Last updated: October 12, 2026

These terms are the agreement between WeMake Tools and the company that subscribes to We Make Helpdesk. They are written so you can understand them without a lawyer, and they say the same thing we would sign.

1. Who you are contracting with

Which of our two companies you contract with is decided by your tax domicile, and that is the same thing that decides who invoices you:

Both operate as WeMake Tools ("we" or "us"). The company subscribing to the service is "you" or "the customer". Everything in this document applies equally to both companies, except three things that change depending on which one you contract with: taxes (§6), governing law and courts (§16), and the address for formal notices (§18).

Before you confirm payment, we tell you which of the two will invoice you. By subscribing or by paying, you accept these terms; if you accept them on behalf of a company, you represent that you have the authority to bind it and that you are of legal age.

2. What the service is

We Make Helpdesk is a help desk that we operate for you:

• Web portal with your branding, corporate sign-in with Microsoft for your team, and an email link for anyone who only reports an issue.
• Email intake: you connect your support mailbox and every message comes in as a request, with its thread and attachments.
• AI classification, routing by category, and service-level agreements by area and schedule, the ones you define.
• Knowledge base, equipment inventory, and dashboards for performance and reporting.
• Monthly operation: we provide the portal, the engine, the server, and the database, keep them running, and adjust them with you.

The scope, the plan, the number of agents, and the limits are the ones shown on your checkout page at the time of payment. Anything custom you request is quoted separately, with its own timeline.

What we don't do: we do not guarantee business results or volumes. The service does not replace professional advice.

3. What counts as an "agent"

The price is per agent, per month. An agent is any person with access to handle requests: viewing the inbox, replying, assigning, or closing requests.

• Anyone who only reports an issue does not count and is not charged: your employees, your customers, or your vendors can open requests and follow them with no limit on the number of people.
• Agent accounts are personal and not shared. A shared mailbox or a login used by several people does not substitute for an account.
• You can add or remove agents whenever you want. When you add one, the difference is charged starting that period; when you remove one, it takes effect the following period.

4. What you provide

1. Your mailbox and your access credentials. You connect the support mailbox and any systems needed, and you are responsible for keeping them up to date.
2. Your areas and your rules. The categories, response times, schedules, and who handles what are yours. We agree on them in writing before turning anything on.
3. The lawfulness of your data. You are responsible for having obtained the data of the people who enter the system on a valid legal basis, and for informing them.
4. Third-party rules. If we use your Microsoft 365 or your Google Workspace, their terms also bind you. A breach on your part there can bring the service down, and that is outside our control.
5. Who administers. You tell us who can authorize changes and who receives service notices.

5. What the AI does, and what it doesn't

• The AI classifies, summarizes, and proposes. Actions that change something wait for a person's approval.
• The AI's responses can contain errors. They are an aid for your team, not a binding decision or professional advice.
• We do not use your data to train models, ours or anyone else's, and we do not sell it or combine it with another customer's data. We use AI providers in their enterprise tier, where the provider commits not to train on what is sent to it.
• Only the minimum necessary is sent to the model to generate the response.
• Before an automation writes to a person for the first time, we count how many messages it would trigger and turn it on with you watching. Nothing is delivered already turned on.

6. Price, taxes, and tax receipt

1. The price is the one published on your checkout page, per agent and per month, and does not include taxes.
2. If you contract with the SRL (tax domicile in the Dominican Republic), ITBIS (the Dominican 18% value-added tax) is added on top of the published price. It is never included or absorbed. If you pay by card through a payment platform that cannot itemize taxes by country, the single amount on that charge is the per-agent price plus ITBIS already added on top — never taken out of the price — and your tax receipt shows it itemized: price, ITBIS, and total.
3. If you pay in Dominican pesos, it is converted at the day's exchange rate plus 2.00 pesos per dollar. The invoice shows the rate applied.
4. If you contract with the LLC (outside the Dominican Republic), the price does not carry any Dominican tax. Any tax in your own country is your responsibility.
5. Tax receipt. The SRL is in the process of being authorized as an issuer of e-CF (the DGII's electronic tax receipt) with the DGII. If you need the tax receipt starting with your first payment, tell us before you sign up and we will confirm in writing from when we can issue it.
6. Price changes: we give you 30 days' notice. If you disagree, you can cancel before they take effect and you will not be charged for the new period.
7. If a charge fails, we notify you and you have 7 days to fix it before the service is suspended. After 30 days of suspension, the account is cancelled and §14 applies.

7. Renewal, cancellation, and refunds

1. There is no mandatory term. The subscription is monthly and renews automatically every period until you cancel it.
2. You can cancel whenever you want, by writing to us or from the portal. The service continues until the end of the period you already paid for.
3. Periods already used are not refunded, except as provided in point 4.
4. 72-hour startup guarantee: if, 72 hours after your first payment, the service is not up and running due to a cause of ours, we refund that payment in full and explain what happened. The clock pauses while we are waiting on something from you or from a third party — mailbox access, your email administrator's authorization — and at all times we tell you whose turn it is.

8. Availability, maintenance, and support

• Portal availability target: 99% per month. This is a target, not a penalty, unless your plan includes a separately signed service-level agreement.
• The service-level agreements that the system measures are yours with your own people, by area and schedule. They are not our commitment to you.
• Support: you open a request on our own help desk, soporte.wemake.tools, or write to soporte@wemake.tools. We respond during Dominican Republic business hours.
• Planned maintenance is announced beforehand. Urgent security fixes are applied when needed and you are told about them afterward.
• Third parties go down. If your email provider, your corporate identity provider, our database provider, or our AI provider has an outage, the service that depends on them is affected, and that is outside our control.

9. Your data is yours

1. Ownership: the data that enters the system is yours. We do not acquire any rights over it beyond processing it to provide you the service.
2. Isolation: your help desk runs on its own database and its own container. Data from two customers is never mixed.
3. Export: you can download your tickets and your reports as CSV from the portal, whenever you want and without asking us for permission.
4. How we process the data of the people who write to your help desk is in Exhibit A, which is part of these terms.

10. Confidentiality

Each party protects the other's information with the same care it gives its own and does not disclose it without written permission. We do not use your name, your brand, or your numbers as a case study or in marketing material without your written authorization.

11. Intellectual property

• Ours: the portal and engine software, the templates, the AI instructions, the database schema, and the methodology. You are contracting the use, not the ownership.
• Yours: your data, your brand, your text, and the configurations specific to your business. If your plan includes code delivery, that is stated in writing in that contract.
• Copyright: if you believe something hosted on your help desk infringes your rights, write to us at yes@wemake.tools with the identification of the work, the location of the material, and your contact details. We review it, take it down if warranted, and respond to you.

12. Acceptable use

You may not use the service to send unsolicited messaging; for anything unlawful; to resell it or grant access to third parties without a written agreement; to attempt to extract or copy the system or evade your plan's limits; or to upload sensitive data — health, third-party financial data, biometric data — without a prior specific agreement.

13. Suspension

We can suspend the service, notifying you, if you do not pay (§6.7), if there is a use that puts the platform or other customers at risk, if a third party compels us to, or if there is a clear breach of §12. Suspending does not delete anything: §14 applies.

14. Termination and what happens to your data

Either party may terminate with 30 days' written notice. Upon termination:

1. Access to the portal closes at the end of the paid period.
2. You have 30 days to export your data. We help you if you ask.
3. After those 30 days, deletion begins, and it is completed within a maximum of 90 days, including backups.
4. Access to your systems and your integration keys are revoked and deleted immediately.

15. Liability

• The service is provided as is, with no warranties beyond those the law does not allow us to exclude.
• We are not liable for lost profits, loss of business, or indirect damages.
• Cap: the total you have paid in the 12 months preceding the event.
• None of this limits liability for willful misconduct or anything the law does not allow to be limited.

16. Governing law and claims

The governing law and courts are those of the company you contracted with (§1):

• With the SRL: the laws of the Dominican Republic and the courts of Santo Domingo, Distrito Nacional. You are also protected by Ley 358-05 (the Dominican Republic's consumer protection law) and Ley 126-02 (the Dominican Republic's e-commerce law), which cannot be waived by contract.
• With the LLC: the laws of the State of Wyoming, United States, and its courts.

Before going to court, both parties commit to trying to resolve it in writing within 30 days.

17. Changes to these terms

We can change them by giving you 30 days' notice at the email address we have on file for you. If you disagree, you can cancel without penalty before they take effect. The current version is always on this page, with its date.

18. Contact

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Exhibit A · Processing of Personal Data

This exhibit is part of the terms and states what we do with the data of the people who pass through your help desk.

A.1 Who is who

• For the data of the people who write to your help desk — your employees, your customers, your vendors — you are the controller. We are the processor: we process it on your behalf, only to provide you the service, following your instructions, and never for anything of our own.
• For the data of the business relationship — who subscribed, the contact email, billing, our support conversations — we are the controller.

A.2 What data, and for what

We do not process card data. If you pay by card, it is processed by the payment gateway; we only see whether the payment went through.

A.3 Where the data lives

International transfer: by subscribing, you expressly authorize these data to be processed in the United States by the providers listed above, with the commitment that they are used only to provide you the service. If your operation requires that the data not leave the country, tell us before you sign up: it has to be set up differently and is quoted separately.

If we change a provider on this list, we notify you 30 days in advance, and you can cancel without penalty if you disagree.

A.4 Security

Access by role and by area; each help desk with its own database and its own container; encrypted connections; daily database backups with restoration testing; keys and credentials kept outside the code; and server access by key only, no password.

If there is a breach that affects your data, we tell you without delay and no later than 72 hours after we become aware of it, with what we know and what we are doing about it.

A.5 Individual rights

Any individual can request access to their data, its rectification, or its deletion by writing to yes@wemake.tools. If the data belongs to your help desk, we pass the request to you — you are the controller — and we help you respond. Under Ley 172-13 (the Dominican Republic's personal data protection law), the deadlines we meet are:

• Access: 5 business days.
• Rectification or deletion: 10 business days.

A.6 Subprocessors and personnel

Only WeMake Tools personnel who need it to operate your help desk have access to your data, under a confidentiality agreement. We do not bring in another subprocessor without notifying you (§A.3).

A.7 Upon termination

Section §14 applies: 30 days to export, complete deletion within a maximum of 90 days, including backups, and immediate revocation of access to your systems. If you want written confirmation of the deletion, you can request it and we will provide it in writing.