MelonHelp Terms and Conditions

Last updated: July 20, 2026

MelonHelp is a product operated by Robotipy LLC, a limited liability company incorporated in the State of Wyoming, United States, with registered address at 30 North Gould Street, Ste N, Sheridan, WY 82801 ("MelonHelp", "we"). Robotipy LLC is the sole contracting party of these Terms and the entity that issues billing for the Service.

The MelonHelp team operates from Chile and Argentina through companies of the same group. Our office in Chile is Robotipy SpA, Los Militares 5620, Of. 905, Piso 9, Las Condes, Santiago. That local presence is operational and for contact purposes: it does not alter who the contracting party is nor the governing law and jurisdiction clauses of clause 18.

These Terms and Conditions ("Terms") govern the use of the site https://melonhelp.com and of the MelonHelp application at https://tickets.melonhelp.com (together, the "Service"). By creating an account or using the Service, you accept these Terms. If you do not agree, do not use the Service.

1. Description of the Service

MelonHelp is a support ticket system that centralizes conversations with your customers from email, Slack, WhatsApp and other channels, and lets you assign, prioritize, respond to and measure them. The Service also includes optional artificial intelligence features described in clause 6. We may improve, modify or discontinue features of the Service over time.

2. Your account

To use the Service you need an account. You are responsible for the accuracy of the data you provide, for keeping your credentials secure and for all activity that occurs under your account. Notify us immediately of any unauthorized use.

3. Plans, free trial and payments

The Service is offered by monthly or annual subscription, with unlimited agents and prices by ticket volume published on our pricing page. AI is offered as an optional fixed-price add-on. We offer a 14-day free trial without a card. When you contract a paid plan:

- You authorize the recurring charge (monthly or annual) according to the plan chosen, through our payment provider.
- The subscription renews automatically at the end of each period, unless you cancel it beforehand.
- Prices may not include taxes, which will be added where applicable.

4. Cancellation and refunds

You can cancel your subscription whenever you want from your account; access continues until the end of the period already paid and does not renew. Unless applicable law requires otherwise, amounts already paid are non-refundable. For any billing inquiry, write to us at soporte@melonhelp.com.

5. Acceptable use

You agree not to use the Service to:

- Send spam, unsolicited messages or content that is illegal, fraudulent or infringes third-party rights.
- Breach the security of the Service, access data without authorization or interfere with its operation.
- Resell or sublicense the Service without our written permission.
- Deliberately introduce into the AI features special categories of personal data (health, biometrics, minors' data, sensitive financial information) without having previously agreed with us on the additional measures that may apply.
- Attempt to extract, replicate or reverse-engineer the models, prompts or AI systems of the Service.

You may be responsible for the breach of these rules by the users to whom you grant access.

6. Artificial intelligence features

6.1 Optional nature. The AI features (response agent, distillation of tickets into lessons, summaries, classification and semantic search) are an optional add-on. You can use the Service as a ticket system without enabling them; if you do not enable them, your content is not processed through AI models.

6.2 What "train" means in MelonHelp. When the Service "learns" from a ticket, no artificial intelligence model is modified or retrained. The Service generates a lesson (a problem-resolution pair) and its vector representation, which are stored on our infrastructure to enable semantic search.

6.3 Minimization and anonymization. Before generating a lesson, the Service distills the ticket into a problem-resolution summary and applies an automatic filter intended to remove email addresses, phone numbers and long numeric sequences. This filter is a reasonable minimization measure, not an absolute guarantee of anonymization: you remain responsible for the content you enter into the Service.

6.4 Human approval. No lesson is incorporated into the knowledge usable by the AI until a user of your account with sufficient permissions approves it. The approval is yours and your responsibility.

6.5 Prohibition on training by third parties. The AI model providers we use operate under commercial API terms that contractually prohibit them from using Customer Content to train or improve their models. We maintain that condition as a requirement for any AI provider we incorporate.

6.6 Control. You can disable the AI features, delete any lesson together with its vector representation, and request from us the bulk deletion of the knowledge generated from your tickets.

7. Customer content and data

The data and content that you and your customers enter into the Service ("Customer Content") belong to you. You grant us a limited, non-exclusive and revocable license to host, process, transmit and display that content for the sole purpose of providing you the Service, including the AI features you have enabled.

We do not use Customer Content to train our own or third-party artificial intelligence models, nor do we transfer it for advertising or commercial purposes unrelated to the provision of the Service.

You are responsible for having a legal basis to process the data of your end customers (including the necessary consents and disclosures, and informing those customers about the use of automated assistants when the law so requires) and for complying with the rules of the channels you connect, such as the WhatsApp/Meta, Slack or Microsoft policies.

Regarding the personal data of your end customers, you act as controller and MelonHelp as processor, processing it solely on your behalf and according to your instructions. This allocation of roles and the applicable safeguards are detailed in our Privacy Policy: https://melonhelp.com/privacy-policy. Upon your request, we enter into a specific Data Processing Agreement (DPA).

8. Sub-processors

To provide the Service we rely on providers that may process Customer Content on our behalf (infrastructure and hosting, payment processing, transactional email and AI model providers). All of them are subject to contractual confidentiality and data protection obligations equivalent to ours.

The updated list of sub-processors, with each one's function, is available at https://melonhelp.com/seguridad and is provided in writing upon request. We will notify you with reasonable advance notice before incorporating a new sub-processor that processes Customer Content.

9. Third-party integrations

The Service connects with third-party platforms (for example Slack, WhatsApp, Microsoft Teams, Stripe). The use of those integrations is subject to the terms of each provider, and we are not responsible for their services, availability or changes.

10. Intellectual property

The Service, its software, brand, design and content are the property of MelonHelp or its licensors, and are protected by law. These Terms do not transfer to you any right over the Service beyond the permitted use.

To the extent applicable law permits, the results the AI generates from your Customer Content (lessons, summaries, response drafts) are yours, and we use them solely to provide you the Service.

11. Security

We apply reasonable technical and organizational measures to protect Customer Content, including encryption in transit, role-based access control, storage of passwords hashed and periodic backups. You can consult the detail at https://melonhelp.com/seguridad.

We will notify you without undue delay if we become aware of a security breach affecting your Customer Content, and we will give you the reasonably available information so you can comply with your own notification obligations.

12. Availability

We work to keep the Service available and secure, but we do not guarantee uninterrupted or error-free operation. We may perform maintenance or temporarily suspend the Service when necessary. The AI features also depend on third-party services; their unavailability or changes in their conditions may temporarily affect those features without this constituting a breach of these Terms.

13. Warranties and limitation of liability

The Service is offered "as is" and "as available", without warranties of any kind beyond those required by law. To the maximum extent permitted, MelonHelp will not be liable for indirect, incidental damages or lost profits, and our total liability is limited to the amount you have paid for the Service in the twelve (12) months prior to the event that gave rise to the claim.

14. AI-generated results

The results produced by the AI features are generated automatically and may be inaccurate, incomplete or unsuitable for your case. They do not constitute professional advice of any kind. You are responsible for reviewing and validating any content generated by the AI before sending it to your customers or making decisions based on it, and for configuring the AI features in a way consistent with your business. MelonHelp does not guarantee the accuracy, completeness or suitability of the AI-generated results.

15. Indemnity

You agree to hold MelonHelp harmless against third-party claims arising from your use of the Service, from Customer Content or from the breach of these Terms.

16. Suspension and termination

We may suspend or cancel your access if you breach these Terms, if your use creates risks for the Service or for legal reasons. You may stop using the Service and close your account at any time. When you close your account we delete or anonymize your Customer Content, including the lessons and their vector representations, within a reasonable period, unless there is a legal obligation to retain it. Before closing you can export your data.

17. Changes to the Terms

We may update these Terms when necessary. We will publish the current version on this page and, upon relevant changes, we will notify you by email. If you continue using the Service after they take effect, it will be understood that you accept them.

18. Governing law and jurisdiction

These Terms are governed by the laws of the State of Wyoming, United States of America, without application of its conflict-of-laws rules, and with express exclusion of the United Nations Convention on Contracts for the International Sale of Goods.

Any dispute arising from these Terms will be submitted to the exclusive jurisdiction of the state and federal courts seated in Wyoming, United States, and both parties submit to that jurisdiction.

The foregoing does not affect the mandatory rights that the law of your country of residence recognizes for you as a consumer nor, where applicable, the application of the local personal data protection regulations of your jurisdiction.

19. Contact

Questions about these Terms? Write to us at soporte@melonhelp.com.