Terms and Conditions of Use for Aidenn by Help Me Fix
1. Acceptance of Terms
By accessing and using Aidenn (the “Service”), provided by Help me Fix Ltd. (“Help me Fix”, “we”, “us”, or “our”), you (“You” or “User”) agree to comply with and be bound by these Terms and Conditions (“Terms”). If you do not agree to these Terms or to our updated Privacy Policy, please do not use the Service. A human‑only alternative to Aidenn may be requested by contacting our support team; you will not be denied repair services if you choose not to use the AI functions.
2. Description of Service
Aidenn is an AI‑assisted repair diagnostics tool designed to help diagnose property‑repair issues, recommend parts, provide instructional videos and route cases to human engineers. Aidenn utilises large language models and other machine‑learning technologies. Aidenn’s output is advisory only; it does not make final decisions about whether a repair will be carried out. Human engineers review all recommendations and remain responsible for any physical work undertaken.
3. Ownership and Licensing
Aidenn is developed and owned by Trade Innovations Ltd. and is licensed “as is” to Help me Fix Ltd. All intellectual property rights in Aidenn, including any AI‑generated outputs, remain with Trade Innovations Ltd. and its licensors.
4. User Obligations
You agree to use the Service responsibly, in compliance with applicable laws, and to exercise your own judgment when acting on Aidenn’s recommendations. You remain responsible for verifying the suitability and accuracy of any advice before taking action. You may not use Aidenn for unlawful purposes or to cause harm.
5. Limitation of Liability
Help me Fix Ltd. and Trade Innovations Ltd. are not liable for any damages resulting from the use or inability to use Aidenn, including personal injury, property damage, lost profits, or consequential damages. Aidenn’s outputs should not replace professional advice. Our liability is limited to the maximum extent permitted by law.
6. Disclaimer of Warranties
The Service is provided “as is” without warranty of any kind. We expressly disclaim all warranties, whether express, implied, statutory or otherwise, including implied warranties of merchantability, fitness for a particular purpose and non‑infringement.
7. Indemnification
You agree to indemnify, defend and hold harmless Help me Fix Ltd. and its affiliates from any claims, damages, losses, liabilities and expenses (including legal fees) arising out of your use of Aidenn, your violation of these Terms or of any rights of another party.
8. Modification of Terms
We reserve the right to modify these Terms at any time. We will notify users of changes by posting the updated Terms on our website or via other appropriate means. Continued use of the Service after the effective date of changes constitutes acceptance of the revised Terms.
9. Governing Law
These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, unless otherwise required by applicable consumer protection laws.
10. Contact Information
For questions or concerns about these Terms, please contact us at [email protected]
11. Acknowledgement
By using Aidenn, you acknowledge that you have read, understand and agree to be bound by these Terms.
12. Privacy and Data Protection
Your privacy is important to us. The use of Aidenn is subject to our Updated Privacy Policy, which explains how we collect, use, share and protect your personal data, your rights under the UK GDPR, DUAA 2025 and the EU AI Act, and how to exercise those rights. Users can request a non‑AI alternative channel if they do not wish their data to be processed by Aidenn.
13. Personal Data Collection and Use
We collect account details (name, contact information), diagnostic data (photos, videos, descriptions of faults), usage logs (IP address, device type, operating system), and communications. We use this data to provide and improve the Service, deliver repair diagnostics, verify identity, and communicate with you. We process personal data based on consent, recognised legitimate interests (safeguarding and emergency response), or contractual obligations. You may opt out of your data being used to train the AI model.
14. Sharing of Personal Data
Your personal data may be shared with third parties only when necessary to provide the Service, such as facilitating video calls, diagnostics and repairs. Recipients include landlords, authorised engineers and approved subprocessors (e.g., Zapier, Mailgun, Twilio, Vonage, Microsoft). All such parties are bound by confidentiality agreements and data‑protection obligations. We do not sell personal data.
15. Compliance with Data‑Protection Laws
Aidenn complies with the UK General Data Protection Regulation, the Data (Use and Access) Act 2025, and relevant EU data‑protection requirements. You have the rights to access, rectify or erase your personal data; restrict or object to processing; request data portability; and opt out of automated decision‑making. See our Privacy Policy for details. We will respond to complaints within 30 days as required by the DUAA.
16. Data Security and Retention
We implement technical and organisational measures (e.g., encryption, access controls, audits and employee training) to protect your data. Although we strive for security, no system is completely secure. Diagnostic call recordings and data are retained for up to 24 months or until the repair is resolved, after which they are anonymised or deleted unless required by law. Account and contractual data are retained for six years. You may request deletion of your personal data at any time.
17. Changes to Privacy Practices
We may update our Privacy Policy to reflect changes in our practices or applicable laws. Any changes will be communicated via updates to this document and, where appropriate, through direct communication. The latest policy will always be available on our website.
18. Contact for Privacy‑Related Inquiries
For privacy‑related concerns, to exercise your data‑protection rights, or to request an alternative to AI processing, please contact us at [email protected]
19. Ownership and Operation
Aidenn is developed and owned by Trade Innovations (Data Services) Ltd. and operated by Help me Fix Ltd. Trade Innovations retains all intellectual property rights; Help me Fix is responsible for providing the Service and engaging with customers.
20. Role and Responsibilities
Trade Innovations provides the AI technology, maintains professional indemnity insurance for the advice given by Aidenn, and ensures compliance with AI governance standards. Help me Fix is responsible for operating the platform, ensuring human oversight of AI outputs, and handling customer support and complaints.
21. Service Modifications
Help me Fix reserves the right to modify, suspend, or discontinue Aidenn or any part of the Service with or without notice. Users agree that Help me Fix shall not be liable for any modification, suspension, or discontinuation of the Service, provided we fulfil existing contractual obligations.
22. User Feedback and Dispute Resolution
We encourage users to provide feedback. Any disputes arising from these Terms or the use of the Service should first be attempted to be resolved amicably between the parties. Failing such resolution, disputes may be referred to arbitration in accordance with the rules of the London Court of International Arbitration (LCIA).
23. Children’s Privacy and Age Restrictions
Aidenn is not intended for use by children under 18 years of age, and we do not knowingly collect personal data from children under 13. If we discover that a child has provided personal information, we will delete it immediately.
24. Professional Indemnity and User Responsibility
Aidenn provides AI‑generated advice to assist in diagnosing and resolving issues. Trade Innovations maintains a professional indemnity insurance policy for Aidenn’s advice. Users acknowledge that Aidenn is an AI product, and that any reliance on its advice is at their own risk. Users should exercise professional judgment and consult qualified professionals when necessary.
25. WhatsApp Communication
By providing your phone number and agreeing to these Terms, you consent to receive communications from us via SMS and/or WhatsApp, including notifications, updates and customer‑service messages. You may opt out by contacting customer service or sending “STOP” to our WhatsApp number. We will not send more than three messages per week unless ongoing issues require continuous communication. Standard messaging and data rates may apply. Do not share sensitive personal information via WhatsApp, as it is a third‑party service. Messages are subject to our Privacy Policy.
26. Third‑Party Add‑Ons and Skills
Aidenn offers Skills that may rely on third‑party data sources (e.g., property information, weather, EPC data). We strive to ensure accuracy but cannot guarantee the completeness or reliability of third‑party data. Use of third‑party data is at your own risk. Verify any third‑party information before relying on it.
27. Data Sub‑Processors
To deliver the Service, we work with subprocessors who may process personal data on our behalf. Current subprocessors include Zapier (workflow automation), Mailgun (email), Twilio (messaging, voice and video), Vonage (communication services) and Microsoft (data reporting and cloud services). We ensure that all subprocessors adhere to strict data‑protection standards. Any changes to subprocessors will be communicated via updates to this document.