Legal

Privacy Policy (Helplexa)

Last updated: 2 January 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)

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:

  • service providers who help us run the platform (hosting, email delivery, analytics, monitoring, payment processing)
  • 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/helpdesk

We do not sell personal data.

6. International transfers

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If we transfer personal data outside the UK, we use appropriate safeguards (such as standard contractual clauses or other lawful transfer mechanisms).

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 (e.g., 15 days or 60 days) and then deleted or anonymised.
Tickets / help content
Retained while the Customer maintains an account and for a reasonable period afterwards, unless deletion is requested (and permitted).
Billing records
Typically retained for 6 years (or as required by tax/accounting law).
Security logs
Retained for a limited period for fraud prevention and platform integrity.

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’re unhappy with how we handle personal data, you can complain to the UK Information Commissioner’s Office (ICO).

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.

13. Children

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Our Services are not intended for children under 16. If you believe a child has provided personal data, contact us.

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.

15. Contact

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Privacy questions: legal@helplexa.com

© 2026 Help Technologies Limited (trading as Helplexa)

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