Legal
This Privacy Policy explains how Help Technologies Limited (company number 16794762), trading as Helplexa (“we”, “us”, “our”) collects and uses personal data when you use our website, applications, and chat/helpdesk services (the “Services”).
We aim to follow UK data protection law, including the UK GDPR and the Data Protection Act 2018.
We may collect the following categories:
A Helplexa user account may be connected to more than one workspace. Account identity data, such as a user's login email address and profile name, is associated with the user account and may be used across workspaces that the user creates, joins, or is invited to.
Workspace membership data, such as the workspace a user belongs to, their role, teams, notification settings, working hours, and workspace-specific access, is processed in relation to that workspace.
Workspace Owners and authorised users may manage workspace membership and workspace-specific settings. They cannot directly change another user's global Helplexa login email address. If a workspace needs someone to use a different email address, the workspace may invite the new email address and remove the old workspace membership when appropriate.
Where AI agents are available and enabled, we process customer questions, relevant conversation history, the business's agent settings and instructions, and relevant excerpts from its selected knowledge sources to generate responses. Where a business enables earlier conversation history as a source, relevant excerpts from those conversations may also be used. These inputs and generated outputs may contain personal data.
For selected public website sources, we retain extracted page text and source URLs, together with indexing and refresh information. We index this information so agents can retrieve relevant content. We do not retain the crawled page's HTML, JavaScript or images as agent website-source content. Public availability does not mean that personal data may be used without a lawful basis.
Relevant request content may be sent to third-party AI providers, including OpenAI, for response generation or embeddings. We also record agent activity, testing activity, usage, outcomes, errors and cost information to operate the feature, support businesses, manage allowances and prevent abuse. Provider processing may take place outside the UK or EU; section 6 applies to international transfers.
AI-generated responses and inferences may be inaccurate, including when they concern an individual. Businesses must review their sources and agent behaviour, correct known inaccuracies and provide appropriate human oversight. If a response contains inaccurate personal data about you, contact the business operating the widget or [email protected] to exercise your rights. The AI limitations in our Terms do not remove obligations under data protection law.
We use personal data to:
Depending on context, we process personal data under:
Some of our third-party service providers process personal data outside the UK, including in the United States. Where this occurs, we ensure appropriate safeguards are in place, such as standard contractual clauses approved by the UK ICO, or we rely on the provider's own UK GDPR-compliant transfer mechanisms. Providers include Stripe (payment processing) and Sentry (error monitoring), both of which maintain UK/EU data processing agreements. If a Business Customer enables Slack, information sent to Slack is processed according to that organisation's Slack configuration, agreement, and data-residency settings. Slack may process or store data in the United States or other countries. Helplexa Calls uses Daily infrastructure, which may process call and connection data outside the UK and EU, including in the United States; the safeguards described above also apply to these transfers.
We keep personal data only as long as necessary for the purposes described:
We use reasonable security measures designed to protect personal data (access controls, least-privilege practices, encryption where appropriate, monitoring). No method of transmission or storage is completely secure.
Depending on your location and applicable law, you may have rights to:
To exercise rights, contact: [email protected]
If you are unhappy with how we handle your personal data, we would ask that you contact us first at [email protected] so we can try to resolve your concern. You also have the right to lodge a complaint with the UK Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113.
When an End User chats with a business using Helplexa, that business may be a separate data controller for End User personal data collected via the widget. Businesses are responsible for providing their own privacy information to End Users where required, including explaining enabled AI processing, the sources they select, their lawful basis and how End Users can contact a person or exercise their data protection rights. Businesses must ensure they are authorised to provide personal data through knowledge sources and agent instructions. We process End User conversation and agent-source data on the business's behalf to provide enabled features; our own account, billing, security and service-administration processing remains subject to this policy.
Our Services are not intended for children under 16. If you believe a child has provided personal data, please contact us at [email protected] and we will take steps to delete it promptly.
We may update this Privacy Policy from time to time. We will post the updated version on our website and update the "Last updated" date. Where changes are material, we will take reasonable steps to notify you, such as via email or an in-app notice.
© 2026 Help Technologies Limited (trading as Helplexa)
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