Terms and Conditions

Terms and Conditions for the HF Assist Helpline Service – Effective 1^st April 2022

This page sets out the terms and conditions of subscribing to HF Assist (“We” or “Us”). HF Assist is a trading name of HF Resolution Ltd.

Scope of HF Assist

1. The HF Assist subscription charge is limited to one office per registered business. If you require the service for other offices, an additional Helpline subscription charge must be paid for each of them.
2. The HF Assist service does not include:
   - providing written advice;
   - drafting, reviewing or amending documents or clauses;
   - reviewing or preparing letters;
   - providing assistance in Court matters
    
3. The HF Assist service is not available for advice on subjects outside our expertise. We will advise you if this is the case.
4. The HF Assist Premium subscription gives access to legal expenses cover related to queries made to the legal helpline. The cover is held by HFIS Ltd and administered by Arc Legal Assistance. Customers are purchasing an HF Assist Premium subscription, they do not purchase an insurance service or policy. You can see the Insurance Product Information Document here, and Policy Wording, here.

Availability of the HF Assist Helpline

1. The HF Assist subscription charge is limited to one office per registered business. If you require the service for other offices, an additional Helpline subscription charge must be paid for each of them.
2. All questions received either by Livechat, telephone or email will be answered within 1 working day of receipt.
3. All guidance given by us is given in good faith and is based upon the information supplied by the Helpline user. We cannot be held liable for any loss suffered by Helpline users or their clients if inaccurate or incomplete information is given.
4. We will try whenever possible to clarify information provided by the Helpline user to ensure that the appropriate guidance is given. Any failure by us to ask questions that may have altered our guidance will not incur any liability on our part.
5. All guidance given by us is specific to the question being given to us. We accept no liability where that guidance is used in other situations.
6. Guidance is provided for Helpline users and not to their clients. We will not enter into discussions with clients of Helpline users in relation to guidance given. We will not accept any liability for losses incurred by clients of Helpline users based on their advice.
7. The Helpline is not designed to provide basic training and should be treated as a support service to you or your staff. If you require additional training then please speak to an HF Assist team member for further details and prices.

Withdrawal of HF Assist

1. Access to HF Assist will be withdrawn immediately if:
   - an annual or monthly subscription charge is not paid when due;
   - any person you authorise to use your helpline account is rude or abusive to our staff; or
   - you allow people who are not employees of your company to use your helpline account.
    
2. If we withdraw access to HF Assist for the reasons set out above we will not refund any part of your subscription.
3. If a monthly subscription charge is unpaid after three (3) requests for its payment, payment in full of an annual subscription charge will be required for the HF Assist service to continue.

Renewing and ending your subscription to HF Assist

1. Subscribers paying for the helpline on an annual basis will receive details of any changes to terms and conditions and/or pricing in advance of the subscription renewal due date. Your subscription will be renewed automatically unless cancelled by you in advance of the subscription renewal due date.
2. We will continue to collect monthly subscription payments unless or until your payment instruction is cancelled by you. We will advise you of any changes to terms and conditions and/or pricing when they are introduced.
3. You may cancel your subscription to HF Assist at any time by emailing us at enquiries@hfassist.co.uk. Please note that notice to end your subscription must be given in writing. Access to HF Assist will be withdrawn and we will not refund any part of your helpline subscription.
4. HF Assist Premium members paying by direct debit who cancel their subscription within the first 12 months of subscribing will be required to pay the balance of the subscription due for the remainder of the 12 month period.

Information about you

1. A paper or digital record of enquiries may be kept.
2. We may be able to provide a transcript of enquiries made by you and our response, subject to payment of a reasonable charge.
3. We process information about you in accordance with our privacy policy. By using our website, you consent to such processing and you warrant that all data provided by you is accurate.
4. When you subscribe to HF Assist, you provide us with your personal details, including your address and email. By giving us this information and after giving explicit consent, you are agreeing that we contact you from time to time by telephone, email, SMS, text message or post with information related to services, products and events.
5. You may, at any time, contact us to update and amend your preferred method(s) of communication, opt out of receiving communications from us, change your contact details or set your email preferences.

Information about us

1. HF Assist is operated by HF Resolution Ltd (“We”); HF Assist is a trading name of HF Resolution Ltd. HF Resolution Ltd is registered in England (Registration number: 08994516) with its registered office at Lumiere, 1st Floor, Elstree Way, Borehamwood, WD6 1JH.

Jurisdiction and applicable law

1. These terms and conditions and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.

Changes to these terms and conditions

1. We may revise these terms and conditions at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we make, as they are binding on you.

Fair Usage Policy

1. Customers requesting Helpline support more than 5 times per week consistently over a period of 28 days will be subject to the terms of this fair usage policy. Where we identify excessive use of the Helpline we will contact the key user of the account by telephone or by email to inform them of this.
2. Fair usage of the Helpline remains excessive after a further period of 28 days we will contact you again to:
   - agree with you the amount of a new subscription payment to cover continuing use of the Helpline Service; or
   - withdraw access to HF Assist where the amount of a new subscription payment cannot be agreed.

Hamilton Fraser Assist Commercial Legal Protection policy wording - click here to view

Hamilton Fraser Assist Commercial Legal Protection IPID - click here to view