Last Updated: October 1st, 2024.
HelperHat is the most affordable & reliable AI-powered customer support service for businesses' websites. By using, visiting, or interacting with HelperHat via its applications or websites, you agree to this Privacy Policy. This privacy policy is part of our Terms of Service.
HelperHat is a worldwide service owned and operated by Nunuworks, Inc. When we refer to HelperHat (“we”, “us, or “our”) in this policy, we refer to the HelperHat website, applications, and services only, not any other services owned or operated by Nunuworks, Inc. When we refer to users (or you), we mean all users and visitors of HelperHat.
By using HelperHat, you agree that the personal information that you provide directly to us, or that we collect through your use of the service, may be transferred to and stored in Canada or the United States and handled as described in this Policy.
This is information that you provide to us through various input methods, such as text fields, your business email, website link, uploaded supporting files, names, email addresses, login credentials, or payment details.
For Admins and Agents, we collect personal information such as names, email addresses, and login credentials to create and manage your account. For Businesses, we collect business information such as company names, website URLs, payment details, and service usage patterns.
We only store the information you directly provide or consent to us collecting while using our service.
By using HelperHat, you consent to HelperHat scraping your web pages and content based on your sitemap at the time of onboarding and once a month thereafter. This content is collected to enhance the accuracy and quality of customer support responses provided by HelperHat. Note that only publicly available webpages from your website are scraped for textual content with your express approval.
Any files you upload to HelperHat to improve customer support responses may be used in full to answer customer support queries. This includes any information or data contained within these files, which will be processed to enhance the customer support response quality. Users can always delete these uploaded files or delete their business (which would automatically delete any uploaded files as well).
When visitors interact with the HelperHat chat interface on a business's website, we collect data necessary to provide and improve the service. This includes chat transcripts, any personal information shared during the chat, IP addresses, device information, and cookies. This information helps us facilitate communication between visitors and businesses, improve response accuracy, and enhance user experience.
A user is someone who interacts with the HelperHat website, web apps, or mobile apps. As a user, you must provide your payment information to our payment processor, Stripe. You can learn more about Stripe's privacy policies. At this time, HelperHat does not receive or store your full card number. Payment processors provide us with a token that represents your account, your card's expiration date, card type, and the last four digits of your card number. If you are required to provide your name and email address to the payment processor, then they also provide us with that information.
We collect and process information about every user of HelperHat.
When you add team members to your HelperHat account to provide live customer support, we collect and process their personal information such as their name, and email address. This information is necessary for you to better manage which of your team members have live chat support access to your HelperHat business account.
If a team member leaves your team or no longer needs access, you should promptly remove them from your authorized users list to maintain account security.
All webpage content that HelperHat accesses, including information scraped from your site as described, will be used to improve customer support responses. This processing helps tailor responses to better suit customer needs based on the most relevant and up-to-date content from your site. Note that only publicly available webpages are used to provide helpful customer support responses.
We collect information automatically as you navigate HelperHat or through our third-party analytics providers. This applies to all users, including visitors who browse our website or use our apps without engaging in the live chat feature. We may store usage information such as the type of device you use to access HelperHat, your operating system, browser type, IP address, device ID, browsing behavior, pages visited, and your location derived from your IP address. This information helps us understand how users interact with our services and improve overall user experience.
We use cookies and similar tracking technologies on our website and apps to enhance your user experience, analyze usage patterns, and provide personalized content. Cookies are small data files stored on your device. They help us remember your preferences and improve our services.
You have the option to manage your cookie preferences. You can set your browser to refuse all or some browser cookies or to alert you when cookies are being sent. However, if you disable or refuse cookies, please note that some parts of our services may become inaccessible or not function properly.
Installing HelperHat by adding the installation code to your website's pages allows HelperHat to display a chat bubble on those pages. This installation is necessary for facilitating direct customer interaction through the chat interface.
By installing HelperHat, you also agree that a link back to HelperHat will be added to your website. This link is intended to inform your website's visitors (as well as search engines) that your online customer support is provided with the help of HelperHat.
We use the information we collect for various purposes, depending on your interaction with HelperHat:
All of your information remains private from other users by default. However, if you add admins/agents to manage live customer support on behalf of your business, they will have access to the necessary information to perform their duties.
Some aggregated and anonymized data about how you use HelperHat that cannot be linked back to you or any individual user may be shared with third-party providers (such as Analytics providers).
We do not sell your personal information or any identifiable information to third parties under any circumstances. Any sharing of data with third parties is solely for the purposes described in this Privacy Policy and is done under agreements that protect your privacy.
When you use HelperHat, only publicly available content from your website and any supporting documents you upload for enhanced AI responses will be visible to customers interacting with the live support chat. Uploaded documents are used as public references to improve response accuracy.
You can access and update the information associated with your account on your Account Page and Settings Page .
You may self-initiate a deletion of your account directly via our web application by going to your Account Page . Please be aware that this is a final act and cannot be reversed.
Users maintain an account with HelperHat that is secured by a password. To log in or sign up, please use your business email address and password. If you submit a request to exercise your privacy rights, you will be asked to verify the request by logging into your HelperHat account using your credentials.
If we are unable to verify your request, then for your protection, we reserve the right to deny the request.
Your information, including personal data, may be transferred to and maintained on servers located outside of your state, province, country, or other governmental jurisdiction where data protection laws may differ from those in your jurisdiction. We primarily store and process data in Canada and the United States.
When we transfer your personal data internationally, we implement safeguards to ensure that your data is protected under this Privacy Policy and applicable laws. These safeguards may include data transfer agreements incorporating standard data protection clauses.
By providing your information, you consent to such transfers in accordance with this Privacy Policy.
HelperHat is an international service that complies with the General Data Protection Regulation (GDPR) for our users based in the European Union. We act as Data Controllers, as defined under the GDPR, and process personal data based on our legitimate interests, and for contractual necessity in providing you the Service as described in “How We Use Your Information.” We also process and share personal information based on notifications and users' consent, which our users may revoke at any time.
HelperHat is responsible for the processing of personal information it receives or subsequently transfers to a third party acting as an agent on HelperHat's behalf. HelperHat is subject to the regulatory enforcement powers of the Canada Competition Bureau.
HelperHat is an international service and as such, we are also subject to the California Consumer Privacy Act for our users based in California. HelperHat provides California residents, and all users, the right to view or access their information via the application's various features. All users also have the right to submit a request for deletion of information by going to their Account Page .
Users in certain locations may have certain rights under the General Data Protection Regulation (GDPR) or under the California Online Privacy Protection Act (CalOPPA) regarding data that HelperHat controls as a Data Controller as defined under the GDPR, including:
You can exercise rights over your data on HelperHat in the following ways:
If you are unable to log into your account and are unable to recover your account, then you may reach out to us at [email protected]. We reserve the right to decline your access to or recovery of your account, at our discretion, to prevent an unauthorized takeover of your account.
If you have privacy concerns or questions, you can contact our Data Protection Officer (DPO) via email at [email protected].
You may designate an authorized agent to request on your behalf. To designate an authorized agent to request on your behalf, you must provide a valid power of attorney, the requester's valid government ID, and the authorized agent's valid government ID. Please contact [email protected] with your request. To protect your information from account takeover, we may decline access to or recovery of your account at our discretion.
We do not discriminate against users who exercise their privacy rights.
We may retain your account information for ten years after your account is last active unless you delete it or request us to delete your account. We may continue to retain some information, even after you delete your account if we are required to do so to comply with various laws.
The security of your personal information is important to us. We follow industry-standard security measures to protect your data from unauthorized access, alteration, disclosure, or destruction. These measures include:
However, please be aware that no method of transmission over the internet or electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your personal information, we cannot guarantee its absolute security. We encourage you to take steps to protect your information by using strong passwords and keeping them confidential.
HelperHat is not directed at children under the age of 18. If you are under the age of 18, then you cannot use HelperHat under any circumstances.
We may sometimes make changes to this policy. If we make material changes that adversely affect your rights under this policy, we will let you know by posting an announcement on the site or sending you an email or text in advance of the changes coming into effect. Continuing to use HelperHat after a change to this policy means you accept the new policy. If you have any questions, please email [email protected].