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Terms of Service

AI Live Help — Terms of Service

Effective Date: October 19, 2026 Company: PINEAPPLE AI LLC d/b/a LIVEAIHELP, a Georgia limited liability company ("LIVEAIHELP," "we," "us," "our") Contact: Support@helpai.live

By creating an account or using AI Live Help, you agree to these Terms. If you do not agree, do not use the service.

1. What AI Live Help Is

AI Live Help is an online marketplace that connects consumers ("Customers") with independent AI experts ("Experts") for live, one-on-one help using artificial intelligence tools. Sessions are conducted by video, voice, or chat, powered by Zoom. Experts are independent contractors, not employees of AI Live Help.

2. Accounts

  • You must be at least 18 years old to create an account.
  • You register with a username and password. You are responsible for keeping your login credentials confidential and for all activity under your account.
  • One account per person. Accounts are non-transferable.
  • We may suspend or terminate accounts that violate these Terms or for suspected fraud or abuse.

3. Pricing — $1 Per Minute

  • Live help is billed at $1.00 per minute of session time ("Per-Minute Rate"), unless a subscription plan applies.
  • Metering and rounding: session time is measured from when the Expert joins the call until the call ends, and is rounded up to the next full minute. For example, a 10 minute 20 second session is billed as 11 minutes ($11.00).
  • Prices are in U.S. dollars and exclude applicable taxes, which may be added at checkout.

4. Minute Bundles

  • You may purchase prepaid bundles of 10, 25, or 60 minutes at the Per-Minute Rate ($10, $25, and $60 respectively).
  • Bundle minutes are non-transferable — they may not be sold, gifted, or shared with another account.
  • Expiry: bundle minutes expire 12 months after the purchase date. Expired minutes have no cash value and are not refundable. [Spark to confirm: 12-month expiry.]
  • Bundle minutes are consumed before any subscription minutes, in the order purchased (oldest first).

5. Subscriptions

  • Plans: We offer Monthly and Annual subscription plans that include a set number of help minutes per billing cycle. Plan details and prices are shown on the Pricing page.
  • Billing: Subscriptions are billed in advance — monthly on each month's anniversary of your signup date, annually on each year's anniversary.
  • Auto-renewal: Subscriptions renew automatically until you cancel.
  • Cancellation: You may cancel anytime from your account settings. Cancellation takes effect at the end of the current billing period; you keep access to your plan minutes until then. No prorated refunds for partial billing periods. [Spark to confirm: no prorated refunds.]
  • Unused subscription minutes do not roll over to the next billing period.

6. Paywall — No Paid Minutes, No Call

  • You cannot start or join a live help session without an active bundle balance or subscription that covers the session.
  • When your minutes run out mid-session, the call will end unless you purchase additional minutes during the session (a purchase option is offered in the session screen).
  • We may change prices with at least 30 days' notice posted on the site. Existing bundle minutes already purchased are unaffected.

7. Scheduling vs. On-Demand

  • On-demand ("Get Help Now"): AI Live Help operates as a live-matching service. When you request help, we match you with an available Expert as quickly as possible. We staff the platform so that an Expert is available around the clock, but we do not guarantee a specific wait time.
  • Scheduled sessions: You may also book a session for a future time from within your account portal. Scheduled sessions reserve an Expert at your chosen time.
  • No-show / late policy:
    • If the Expert does not join within 10 minutes of the scheduled start, your minutes are fully restored and you may report the issue for a service-credit review.
    • If you are late, the session timer starts at the scheduled time and runs regardless; minutes are consumed from the scheduled start time.
    • If you do not join within 15 minutes, the session is cancelled and a 5-minute late fee (5 minutes deducted from your balance) may apply.

8. Acceptable Use

You agree not to:

  • Use the service for any illegal purpose.
  • Harass, threaten, or abuse Experts or staff.
  • Attempt to contact Experts outside the platform to avoid fees (see Section 13).
  • Share your account with others or let others use your minutes.
  • Record sessions without following the consent rules in Section 10.
  • Upload or share content that is unlawful, obscene, defamatory, or infringing.

Violation may result in immediate suspension or termination without refund.

9. Remote Access — Consent and Limits

Experts may offer remote assistance using Zoom's built-in remote-control feature while you share your screen. This lets the Expert see and, with your permission, control your computer to help you directly.

  • Explicit consent required: Remote control is off by default. It activates only after you click "Allow" in Zoom's remote-control prompt.
  • You may revoke at any time: You can take back control instantly by moving your mouse or clicking "Stop Remote Control." The Expert cannot override this.
  • Scope: The Expert may only act within the live session and only to help with your stated request.
  • Passwords and sensitive accounts — clear policy: The Expert will never ask for your passwords, and must not log into your bank, email, financial, or other sensitive accounts on your behalf. If a login is needed during a session, you type your own credentials yourself while the Expert looks away or while screen sharing is paused. Never read passwords aloud on a call.
  • We are not responsible for actions you take on your own computer during a session.

10. Call Recording Consent

  • Sessions may be recorded for quality assurance, safety, and dispute resolution.
  • You will always be notified at the start of a session if it is being recorded, and recording requires acknowledgment in the session screen.
  • Because some U.S. states require all-party (two-party) consent to record calls, recording is disabled by default unless both you and the Expert consent in the session. By clicking "I consent to recording," you agree to be recorded.
  • Recordings are stored securely and retained per our Privacy Policy. You may request a copy of your session recording via Support@helpai.live.

11. Ratings and Reviews

After a session you may rate your Expert. Reviews must be truthful and based on your actual experience. We may remove reviews that are abusive, false, or violate these Terms.

12. Payments and Billing Disputes

  • Payments are processed by Stripe. By purchasing, you agree to Stripe's terms as well.
  • If you believe you were billed incorrectly, contact Support@helpai.live within 30 days. See our Refund Policy for details.
  • Filing a chargeback without first contacting us is a violation of these Terms and may result in account termination.

13. No Circumvention

You agree not to bypass AI Live Help to arrange paid help directly with an Expert you met through the platform, for 12 months after your last session with that Expert. [Spark to confirm: 12-month non-circumvention.] Violation may result in account termination and liability for lost fees.

14. Limitation of Liability

  • Experts provide guidance and assistance; they do not guarantee any outcome. You are responsible for decisions you make based on a session.
  • To the maximum extent permitted by law, LIVEAIHELP's total liability for any claim arising from the service is limited to the amount you paid in the 3 months before the claim, or $100, whichever is greater.
  • We are not liable for indirect, incidental, special, or consequential damages, including lost profits or data.
  • The service is provided "as is" without warranties of any kind.

15. Account Termination

  • You may close your account anytime via your settings or by emailing Support@helpai.live. Unused bundle minutes are forfeited on closure (subject to the Refund Policy).
  • We may suspend or terminate your account for violation of these Terms, fraud, chargeback abuse, or extended inactivity, with or without notice.

16. Dispute Resolution — Binding Arbitration

  • Governing law: These Terms are governed by the laws of the State of Georgia, without regard to conflict-of-law principles.
  • Informal resolution first: Before filing any claim, you agree to contact Support@helpai.live and attempt to resolve the dispute informally for 30 days.
  • Binding arbitration: If unresolved, disputes will be settled by binding individual arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules, in Georgia. You waive the right to a jury trial and to participate in class actions.
  • Small claims exception: Either party may bring an individual claim in small-claims court instead of arbitration.
  • Opt-out: You may opt out of arbitration by emailing Support@helpai.live within 30 days of creating your account.

17. Changes to These Terms

We may update these Terms from time to time. Material changes will be announced by email or in-app notice at least 14 days before taking effect. Continued use after the effective date constitutes acceptance.

18. Contact

Questions about these Terms: Support@helpai.live LIVEAIHELP, Georgia