Privacy Policy
Effective date: May 7, 2026
At Helpway, we take your privacy seriously. This Privacy Policy explains how we collect, use, store, and protect your personal information when you use our AI-powered customer support platform, including our web dashboard, mobile application, and embeddable widget.
1. Information We Collect
Account Information: When you create an account, we collect your name, email address, and organization details. Conversation Data: Messages exchanged through our support widget, including text, images, and file attachments shared during conversations. Device & Technical Data: Browser type, operating system, device identifiers, IP address, and general location data derived from your IP. Usage Data: How you interact with our platform, including pages visited, features used, and session duration. Mobile App Data: If you use our mobile app, we may access your camera and photo library only when you explicitly choose to share images. We use Face ID solely for authentication purposes.
2. How We Use Your Information
We use the information we collect to: • Provide and operate the Helpway support platform • Power AI-assisted responses to customer inquiries • Improve our AI models and service quality • Send service-related notifications and updates • Detect and prevent spam, fraud, and abuse • Comply with legal obligations We do not sell your personal information to third parties.
3. Data Storage & Security
Your data is stored on Cloudflare's globally distributed edge infrastructure, including D1 (database), R2 (file storage), and KV (caching). All data is encrypted in transit using TLS 1.3 and at rest. We implement industry-standard security measures including access controls, audit logging, and regular security reviews. However, no method of electronic storage is 100% secure, and we cannot guarantee absolute security.
4. Third-Party Services
We use the following third-party services to operate Helpway: • AI Providers (via OpenRouter): To generate AI-powered support responses. Conversation content is sent to AI models for processing. • Sentry: For error tracking and application monitoring. • Analytics: To understand usage patterns and improve our service. • Email Services: To send transactional emails and notifications. Each third-party provider has their own privacy policy governing their use of data.
5. Cookies & Tracking Technologies
We use cookies and similar technologies for: • Session Management: To keep you signed in and maintain your preferences. • Analytics: To understand how our platform is used. • Widget Identification: To identify returning visitors in the support widget. You can control cookie preferences through your browser settings. Disabling cookies may affect certain features of our service.
6. Your Rights
Depending on your location, you may have the following rights regarding your personal data: • Access: Request a copy of the personal data we hold about you. • Correction: Request correction of inaccurate or incomplete data. • Deletion: Request deletion of your personal data. • Export: Request a portable copy of your data. • Opt-out: Opt out of certain data processing activities. • Restriction: Request that we limit how we use your data. To exercise any of these rights, please contact us at privacy@helpway.ai. We will respond to your request within 30 days.
7. Children's Privacy
Helpway is not directed to children under the age of 13. We do not knowingly collect personal information from children. If you believe a child has provided us with personal data, please contact us and we will promptly delete it.
8. Changes to This Policy
We may update this Privacy Policy from time to time. When we make material changes, we will notify you by updating the effective date at the top of this page and, where appropriate, through email or in-app notification. We encourage you to review this policy periodically.
9. Contact Us
If you have any questions about this Privacy Policy or our data practices, please contact us at: Email: privacy@helpway.ai Website: https://helpway.ai/contact