Privacy Policy

1. Introduction

HelpDash Inc. (“HelpDash,” “we,” “our,” or “us”) is committed to protecting your personal information and your right to privacy. This Privacy Policy describes how we collect, use, disclose, and safeguard information when you visit our website at helpdash.xyz or use our helpdesk platform and related services (collectively, the “Services”).

Please read this policy carefully. If you disagree with any of its terms, please discontinue use of our Services. By accessing or using our Services, you agree to the terms of this Privacy Policy.

Our registered office is located at 1345 Avenue of the Americas, Suite 3200, New York, NY 10105, United States.

2. Information We Collect

2.1 Information You Provide to Us

We collect information that you voluntarily provide to us, including:

• Account information: Name, email address, password, company name, and phone number when you register for an account.
• Billing information: Credit card details, billing address, and transaction history. Payment processing is handled by our PCI-compliant payment processor; we do not store full card numbers.
• Support ticket data: Customer messages, attachments, and metadata that you and your customers submit through our platform.
• Communications: Information you include in emails, support requests, or survey responses when you contact us directly.
• Profile information: Optional information such as your job title, profile photo, and preferences you configure within the platform.

2.2 Information Collected Automatically

When you use our Services, we automatically collect certain information, including:

• Log data: IP address, browser type and version, operating system, referring URLs, pages viewed, and timestamps.
• Device information: Device type, screen resolution, and hardware identifiers.
• Usage data: Features used, actions taken, and performance metrics within the platform.
• Cookies and similar technologies: See Section 6 for more details.

2.3 Information from Third Parties

We may receive information about you from third parties, including social media platforms (if you connect your account), analytics providers, and channel integrations you authorize (such as email providers, live chat systems, or social media accounts connected to your HelpDash inbox).

3. How We Use Your Information

We use the information we collect for the following purposes:

• To provide, operate, and maintain the Services, including processing tickets, routing, and automation features.
• To create and manage your account and process payments.
• To send transactional communications such as account confirmations, invoices, and security alerts.
• To send marketing communications (where you have opted in or we have a legitimate interest) such as product updates and newsletters. You may opt out at any time.
• To improve, personalize, and expand our Services based on usage patterns and feedback.
• To detect, prevent, and address technical issues, security incidents, and fraudulent activity.
• To comply with applicable legal obligations and enforce our Terms of Service.
• To conduct analytics and research to understand how our Services are used and how to improve them.

4. Sharing and Disclosure of Information

We do not sell your personal information. We may share your information in the following circumstances:

• Service providers: We share information with third-party vendors who perform services on our behalf, such as cloud hosting (AWS), payment processing (Stripe), analytics, and email delivery. These providers are contractually required to protect your information and use it only for the purposes we specify.
• Business transfers: In connection with a merger, acquisition, bankruptcy, or sale of all or a portion of our assets, your information may be transferred to the acquiring entity.
• Legal requirements: We may disclose your information if required by law, subpoena, or other legal process, or if we have a good-faith belief that disclosure is reasonably necessary to protect our rights or the safety of others.
• With your consent: We may share your information with third parties when you have given us explicit permission to do so.

5. Data Retention

We retain your personal information for as long as your account is active or as needed to provide the Services. We also retain data as required by applicable law, to resolve disputes, and to enforce our agreements. If you close your account, we will delete or anonymize your personal information within 90 days, unless we are required to retain it longer by law.

Support ticket data may be retained for a period of up to 7 years for Enterprise customers with contractual data retention requirements. Standard and Starter accounts have data retained for 2 years after account closure.

6. Cookies and Tracking Technologies

We use cookies and similar tracking technologies (web beacons, pixels, and local storage) to enhance your experience on our platform. These technologies help us:

• Keep you logged in between sessions (authentication cookies)
• Remember your preferences and settings
• Understand how you use our platform (analytics cookies)
• Measure the effectiveness of marketing campaigns

You can control cookies through your browser settings. Disabling certain cookies may affect the functionality of our Services. We respect Do Not Track signals where applicable.

We use the following third-party analytics and tracking services: Google Analytics, Segment (analytics), Intercom (support widget), and Stripe (payment processing). Each of these providers operates under their own privacy policies.

7. Data Security

We implement industry-standard security measures to protect your personal information, including:

• TLS/HTTPS encryption for all data in transit
• AES-256 encryption for data at rest
• Role-based access controls and least-privilege principles
• Regular third-party security audits and penetration testing
• SOC 2 Type II compliance (report available to Enterprise customers)
• Multi-factor authentication available for all user accounts

No method of electronic transmission or storage is 100% secure. While we use commercially reasonable measures to protect your information, we cannot guarantee absolute security. In the event of a data breach affecting your personal information, we will notify affected users in accordance with applicable law.

8. Your Rights — GDPR (European Users)

If you are located in the European Economic Area (EEA), the United Kingdom, or Switzerland, you have rights under the General Data Protection Regulation (GDPR) and applicable local data protection laws, including:

• Right of access: Request a copy of the personal data we hold about you.
• Right to rectification: Request correction of inaccurate or incomplete data.
• Right to erasure: Request deletion of your personal data under certain circumstances.
• Right to restrict processing: Request that we limit how we process your data.
• Right to data portability: Receive your data in a portable, machine-readable format.
• Right to object: Object to processing based on legitimate interests or for direct marketing purposes.
• Rights related to automated decision-making: Not be subject to solely automated decisions that significantly affect you.

We are the data controller for personal data you provide to us. For personal data you process through HelpDash on behalf of your customers, you are the data controller and we act as data processor. We offer a Data Processing Agreement (DPA) for customers who require it.

To exercise your rights, contact us at privacy@helpdash.xyz. We will respond within 30 days.

9. Your Rights — CCPA (California Residents)

If you are a California resident, you have rights under the California Consumer Privacy Act (CCPA) and the California Privacy Rights Act (CPRA), including:

• The right to know what personal information we collect, use, disclose, and sell (we do not sell personal information).
• The right to delete personal information we have collected from you.
• The right to opt out of the sale or sharing of your personal information.
• The right to non-discrimination for exercising your privacy rights.
• The right to correct inaccurate personal information.

To submit a CCPA request, contact us at privacy@helpdash.xyz or call +1 (212) 555-0147. We will respond within 45 days.

10. International Data Transfers

HelpDash is headquartered in the United States. If you are located outside the United States, your information will be transferred to and processed in the United States, where data protection laws may differ from those in your jurisdiction.

For transfers from the EEA, UK, or Switzerland to the United States, we rely on Standard Contractual Clauses (SCCs) approved by the European Commission as a transfer mechanism. We also participate in the EU-U.S. Data Privacy Framework where applicable.

11. Children’s Privacy

Our Services are not directed to individuals under the age of 16. We do not knowingly collect personal information from children under 16. If we learn that we have inadvertently collected such information, we will delete it promptly. If you believe we have collected information from a child under 16, please contact us immediately.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or applicable law. We will notify you of material changes by posting the updated policy on this page with a revised “last updated” date and, where required by law, by sending you an email notification. Your continued use of our Services after such changes constitutes acceptance of the updated policy.

13. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us: