Privacy Policy

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.

Information You Provide

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.

Website Content Scraping

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.

Use of Uploaded Files

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).

Data Collected During Chat Interactions

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.

Users on HelperHat

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.

Authorized Account Users

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.

Use of Webpage Content

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.

Additional Information We Collect

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.

Information Collected by Third Parties (Cookies)

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.

Installation of HelperHat Code

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.

Link Back to HelperHat

By installing HelperHat, a link back to HelperHat will be added to your website (optional). 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.

How We Use Your Information

We use the information we collect for various purposes, depending on your interaction with HelperHat:

• For Admins and Agents:
• Allow you to create and manage your account.
• Provide access to HelperHat services and features.
• Send you emails and communications relevant to your account and service updates.
• Facilitate payment processing for HelperHat services.
• Personalize your experience and improve service functionality.
• Prevent fraud and ensure the security of your account.
• For Businesses:
• Provide and maintain our services to enhance customer support on your website.
• Analyze service usage patterns to improve our offerings.
• Communicate updates, promotions, and relevant information about our services.
• For Visitors/Users:
• Facilitate and improve chat interactions between you and the businesses you contact.
• Use chat transcripts to enhance response accuracy and customer service quality.
• Personalize your experience and provide relevant content.
• Understand how you use our website and apps to improve user experience.
• Provide tailored content and advertisements.
• For All Users:
• Conduct research and development to improve HelperHat and develop future products.
• Comply with legal obligations and enforce our terms and policies.

Information We Share with Other Users

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.

Information We Share with Third Parties

• With our integrated applications for purposes you expressly consent to, such as AI-based content analysis, data processing, payment processing, cloud data processing, and fraud detection and prevention. These companies may have access to your data to perform their services and are obligated by contract to safeguard any of your data they receive from us to the same extent that HelperHat protects it.
• To protect the security or integrity of HelperHat, and to protect the rights, property, or safety of HelperHat, its employees, users, or others, if we believe that disclosure is reasonably necessary to comply with a law, regulation, or other valid legal processes (e.g., subpoenas or warrants served on HelperHat). If we are going to release your data, we will do our best to provide you promptly with notice by email, unless we are prohibited by law from doing so.
• In connection with the sale, merger, bankruptcy, sale of assets, or reorganization of our company. We will notify you if a different company receives your data. The promises in this privacy policy apply to any data transferred to a new entity.

Information We Collect from Third-Parties

• Your Authentication Token (No Passwords)
• Your Email Address
• Other Basic Information proving that you are who you say you are from these authenticated services

Information We Share with the Public

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.

Your Rights Of Your Data

Communications

• Provide you with information about our service, service enhancements, or new HelperHat features, while you are on our website or using our apps.
• Send you messages regarding our existing service, or enhancements related to our existing service, when you are off our service, via email.
• Send you messages related to services we provide that are separate from our existing service via email, from which you may opt-out.
• Opting out of marketing by unsubscribing from our marketing emails.

Accessing, Updating, or Exporting the Information in Your Account

You can access and update the information associated with your account on your Account Page and Settings Page .

Deleting Your Account

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.

Verification of Account

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.

International Data Transfers

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.

Compliance with EU Privacy Laws

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.

Compliance with California Privacy Laws

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 .

Exercising Your Data Rights

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:

• the right of access to their data,
• the right to correct or rectify any inaccurate personal data,
• the right to restrict or oppose the processing of personal data,
• the right to erase or delete their data,
• the right to personal data portability, and
• the right to opt out of the sale of personal information.

You can exercise rights over your data on HelperHat in the following ways:

• accessing, reviewing, modifying, and updating your data by logging into your account at HelperHat and going to your Account Page and Settings Page .
• viewing our privacy policy or viewing our data practices by going online to our (this) privacy policy page.
• deleting your account by emailing HelperHat at [email protected].
• opting out of marketing by unsubscribing from our marketing emails. (Note: HelperHat does not use your data for marketing to other users.)

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.

Contacting our Data Protection Officers

If you have privacy concerns or questions, you can contact our Data Protection Officer (DPO) via email at [email protected].

Establishing an Authorized Agent

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.

Privacy Discrimination

We do not discriminate against users who exercise their privacy rights.

Our Data Retention Period

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.

Our Security Practices

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:

• Encryption of data during transmission using Secure Socket Layer (SSL) technology.
• Use of secure servers and firewalls.
• Regular security assessments and updates to our systems.

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.

Not For Children

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.

Changes To This Policy

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].