Legal

Privacy Policy (Helplexa)

Last updated: 26th March 2026

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.

1. Who we are

Data controller
Help Technologies Limited
Trading as
Helplexa
Registered office
71-75, Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Privacy contact
legal@helplexa.com

Contents

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2. Personal data we collect

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We may collect the following categories:

A) Account and customer admin data (Business Customers / Agents)

  • Name, email, company name, role/title (optional)
  • Login credentials (hashed), authentication events
  • Billing/contact details, invoice details
  • Support requests and communications

B) End User chat/helpdesk data

  • Chat messages and conversation transcripts
  • End User-provided identifiers (e.g., name/email if the offline form or “require name” is enabled)
  • Attachments and metadata (if you enable it)

C) Technical and usage data

  • IP address, device/browser info, referral URL, pages where the widget loads
  • Event logs (timestamps, feature usage, performance/error logs)
  • Cookie identifiers (where used)

D) Integration data

  • When you connect a third-party platform (such as Shopify, Wix, or WooCommerce), we access data from that platform as authorised by you during the integration setup
  • For Shopify integrations, this includes product catalogue data (titles, prices, images, handles) used to power product card features in the chat widget
  • We do not access or store customer, order, or payment data from connected platforms unless explicitly stated
  • OAuth access tokens from connected platforms, stored securely and used solely to retrieve integration data on your behalf

3. How we use personal data (purposes)

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We use personal data to:

  • provide and operate the Services (including chat delivery, ticketing, notifications)
  • authenticate users and secure accounts
  • provide customer support and respond to enquiries
  • process payments and manage subscriptions
  • monitor performance, prevent abuse, and maintain security
  • improve our Services (analytics and feature improvements)
  • comply with legal obligations and enforce our Terms

4. Lawful bases for processing

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Depending on context, we process personal data under:

Contract
To provide the Services you request.
Legitimate interests
Security, fraud prevention, reliability improvements, basic analytics.
Consent
Certain cookies/marketing where required.
Legal obligation
Tax, accounting, lawful requests.

5. Sharing personal data

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We may share personal data with:

  • hosting and infrastructure providers (our servers are hosted in the EU)
  • Stripe — payment processing
  • Mailtrap — transactional email delivery
  • Sentry — error monitoring and performance logging
  • professional advisers (legal, accounting) where necessary
  • authorities where required by law or to protect rights/safety
  • business customers (your organisation) when End Users contact you via your widget

We do not sell personal data.

6. International transfers

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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.

7. Data retention

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We keep personal data only as long as necessary for the purposes described:

Chat / transcripts
Retained according to the Customer's Plan — 30 days on the Free plan, 90 days on the Starter plan — after which conversation data is deleted or anonymised automatically.
Account data
Retained for the duration of your account. Following account closure, personal data is deleted within 30 days except where legal retention obligations apply.
Billing records
Typically retained for 6 years (or as required by tax/accounting law).
Security logs
Retained for up to 90 days for fraud prevention and platform integrity purposes.

8. Security

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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.

9. Cookies and similar technologies

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We may use cookies and similar technologies:

  • strictly necessary cookies for core functionality (e.g., sessions, security)
  • analytics cookies to understand usage and improve performance (where enabled)
  • preference cookies to remember settings

Where required by law, we will request consent for non-essential cookies and allow you to change preferences.

10. Your rights

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Depending on your location and applicable law, you may have rights to:

  • access your personal data
  • correct inaccurate data
  • delete data (where applicable)
  • restrict or object to processing
  • data portability
  • withdraw consent (where processing is based on consent)

To exercise rights, contact: legal@helplexa.com

11. Complaints

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If you are unhappy with how we handle your personal data, we would ask that you contact us first at legal@helplexa.com 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.

12. Business customers using the widget (important)

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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.

Shopify merchants

If you connect Helplexa to your Shopify store, we access your product catalogue data solely to provide product card functionality within the chat widget. We do not access, store, or process Shopify customer data, order data, or payment information. When you uninstall the Helplexa app from Shopify, your access credentials and associated store data are deleted in accordance with Shopify's data removal requirements.

13. Children

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Our Services are not intended for children under 16. If you believe a child has provided personal data, please contact us at legal@helplexa.com and we will take steps to delete it promptly.

14. Changes to this policy

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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.

15. Contact

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Privacy enquiries
legal@helplexa.com
Support
support@helplexa.com
Registered address
Help Technologies Limited, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ

© 2026 Help Technologies Limited (trading as Helplexa)

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