Privacy Policy

Last Updated: January 2025

Welcome to HelpRouter. We are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how HelpChat, Inc. ("HelpRouter", "we", "us", or "our") collects, uses, and protects your information when you use our AI-powered customer service platform.

1. Information We Collect

1.1 Information You Provide

• Account Information: Name, email address, company name, phone number when you register
• Payment Information: Billing details processed securely through our payment providers
• Customer Service Data: Chat conversations, knowledge base content, and customer inquiries you input into the system
• Support Communications: Information you provide when contacting our support team

1.2 Automatically Collected Information

• Usage Data: How you interact with our platform, features used, and session duration
• Device Information: IP address, browser type, operating system, and device identifiers
• Cookies and Tracking: We use cookies and similar technologies to improve your experience
• Analytics Data: Performance metrics, response times, and system usage statistics

2. How We Use Your Information

• Service Delivery: To provide, maintain, and improve our AI customer service platform
• Customer Support: To respond to your inquiries and provide technical assistance
• Communication: To send service updates, security alerts, and marketing communications (with your consent)
• Security: To detect, prevent, and address fraud, security issues, and technical problems
• Legal Compliance: To comply with legal obligations and enforce our terms of service

3. Data Sharing and Disclosure

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

• Service Providers: With third-party vendors who help us operate our platform (cloud hosting, payment processing, analytics)
• Legal Requirements: When required by law, court order, or government request
• Business Transfers: In connection with a merger, acquisition, or sale of assets
• With Your Consent: When you explicitly authorize us to share your information

4. Data Security

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

• Regular security audits and vulnerability assessments
• Access controls and authentication mechanisms
• Employee training on data protection best practices

5. Data Retention

We retain your information for as long as necessary to provide our services and comply with legal obligations. You can request deletion of your data at any time, subject to our legal and contractual obligations.

6. Your Rights

Depending on your location, you may have the following rights:

• Access: Request access to your personal information
• Correction: Update or correct inaccurate information
• Deletion: Request deletion of your personal data
• Portability: Receive your data in a portable format
• Opt-Out: Unsubscribe from marketing communications
• Object: Object to certain data processing activities

7. International Data Transfers

Your information may be transferred to and processed in countries other than your country of residence. We ensure appropriate safeguards are in place to protect your information in accordance with this Privacy Policy.

8. Children's Privacy

Our services are not directed to individuals under 18 years of age. We do not knowingly collect personal information from children.

9. Changes to This Policy

We may update this Privacy Policy from time to time. We will notify you of significant changes via email or through our platform.

10. Contact Us

If you have questions about this Privacy Policy or our data practices, please contact us:

• Support: support@reply24.ai
• Company: HelpChat, Inc.