Privacy Policy Notice

Updated 5/21/2018
This privacy policy has been compiled to better serve those who are concerned with how their ‘Personally identifiable information’ (PII) is being used online. PII, as used in US privacy law and information security, is information that can be used on its own or with other information to identify, contact, or locate a single person, or to identify an individual in context. Furthermore the EU GDPR similarly regulates the storage and usage of “Personal Information” as such we strive to comply with all US and EU regulations regarding your data. Please read our privacy policy carefully to get a clear understanding of how we collect, use, protect, or otherwise handle your Personally Identifiable Information in accordance with our website.

What personal information do we collect from the people that visit our blog, website, or app?
When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number, credit card information or other details to help you with your experience.

What we need

Help.com is a Controller of the personal data you (data subject) provide us. We collect the following types of personal data from you:

  • IP address
  • Referrer URL
  • Email address
  • First and last name
  • Custom field data
  • Avatar URL and/or uploaded avatar file
  • Chat feedback ratings and/or comments
  • Ticket feedback ratings and/or comments
  • Notes
  • Phone number
  • Display name
  • Ticket signature
Why we need it
We need your personal data in order to provide you with the following services:

  • Live chat
  • Help desk
  • Emails
  • Phone calls
  • Knowledgebase
  • Integrations services
  • Customer service support
  • Marketing services/retargeting.
When do we collect information?
We collect information from you when you register on our site, place an order, subscribe to a newsletter, interact anywhere within our site or products, fill out a form, or enter information on our site.

How do we use your information?
We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:

  • To allow us to better service you while responding to your customer service requests.
  • To administer a contest, promotion, survey or other site feature.
  • To quickly process your transactions.
  • To send periodic emails regarding your order or other products and services.
  • To interact with you via live chat, email, phone, or on social media.
Your personal data is processed at Help.com (11000 Metric Boulevard, Austin, Texas 78758) located in the United States of America. Hosting and storage of your data takes place in the Google Cloud Platform and or Amazon Web Services Platform which are located in the United States of America.
No third party providers have access to your data, unless specifically required by law.

Do we use cookies?
Yes. Cookies are small files that a site or its service provider transfers to your computer’s hard drive through your web browser (if you allow) that enables the site’s or service provider’s systems to recognize your browser and capture and remember certain information. For instance, we may use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.

You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser (like Internet Explorer) settings. Each browser is a little different, so look at your browser’s Help menu to learn the correct way to modify your cookies.

For EU visitors, we provide a tool that allows you to manage which cookies you would like to receive and their relevant usage.

How long we keep it
Under U.S. law, we are required to keep your documents for three years according to the Data Retention Policy. After this period, your personal data will be irreversibly destroyed. Any personal data held by us for marketing and service update notifications will be kept by us until such time that you notify us that you no longer wish to receive this information.

How do we protect visitor information?
Our website is scanned on a regular basis for security holes and known vulnerabilities in order to make your visit to our site as safe as possible. Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. In addition, all sensitive/credit card information you supply is encrypted via Secure Socket Layer (SSL) technology.

We implement a variety of security measures when a user places an order, enters, submits, or accesses their information to maintain the safety of your personal information. All transactions are processed through a gateway provider and are not stored or processed on our servers.

Third-party Disclosure
We do not sell, trade, or otherwise transfer your personally identifiable information to outside parties.

California Online Privacy Protection Act (CalOPPA)
CalOPPA is the first state law in the nation to require commercial websites and online services to post a privacy policy. The law’s reach stretches well beyond California to require a person or company in the United States (and conceivably the world) that operates websites collecting personally identifiable information from California consumers to post a conspicuous privacy policy on its website stating exactly the information being collected and those individuals with whom it is being shared, and to comply with this policy. See more here. According to CalOPPA we agree that users can visit our site anonymously.

Once this privacy policy is created, we will add a link to it on our home page or as a minimum on the first significant page after entering our website.

Our Privacy Policy link includes the word ‘Privacy’ and can be easily be found on the page specified above. Users will be notified of any privacy policy change on our Privacy Policy page. Users can change their personal information by logging in to their account.

Children Online Privacy Protection Act (COPPA)
When it comes to the collection of personal information from children under 13, the Children’s Online Privacy Protection Act (COPPA) puts parents in control. The Federal Trade Commission, the nation’s consumer protection agency, enforces the COPPA Rule, which spells out what operators of websites and online services must do to protect children’s privacy and safety online. We do not specifically market to children under thirteen.

CAN-SPAM Act
The CAN-SPAM Act is a law that sets the rules for commercial email, establishes requirements for commercial messages, gives recipients the right to have emails stopped from being sent to them, and spells out tough penalties for violations.

To be in accordance with CAN-SPAM, we agree that if at any time you would like to unsubscribe from receiving future emails, you can email us at and we will promptly remove you from ALL correspondence.

What are your rights?
Should you believe that any personal data we hold on you is incorrect or incomplete, you have the ability to request to see this information, rectify it, or have it deleted. Please contact us through Data Subject Access Request Form.

In the event that you wish to complain about how we have handled your personal data, please contact our Data Protection Officer at dpo@help.com or in writing at 11000 Metric Boulevard, Austin, TX 78758, USA. Our Data Protection Officer will then look into your complaint and work with you to resolve the matter.

You also have the right to complain to a data protection authority about our collection and use of your personal information. For more information, please contact your local data protection authority.


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