Legal

Privacy policy

What data hlpd handles, why, who processes it for us and how long we keep it.

Who we are

hlpd is operated by CommercialCat (‘we’, ‘us’), based in the United Kingdom. Contact us about privacy at hello@hlpd.uk.

This website

hlpd.uk sets no cookies and runs no analytics or tracking scripts. It is served by Cloudflare, which processes request data such as IP addresses to deliver the site and protect it from abuse.

Your account

When you sign up we store your email address and a hash of your password, and set a session cookie so you stay signed in. We use your email address to verify it, to reset your password, and to send billing receipts and service notices about your account and hlpd. We never use it for marketing.

If you subscribe, Stripe handles the payment; we receive your subscription status and a customer reference, never your full card number.

Data your apps send us

When your app or website uses hlpd, it sends us data about its users on your behalf. For this data you are the controller and we act as your processor, following your instructions.

• Bug reports and feature requests, with any screenshots and metadata your app attaches, and ticket messages.
• A random device id generated by the SDK for each install. It is not derived from the device or the person.
• Help usage events: topics viewed, searches, chat questions, walkthroughs started and the screen they came from.
• Chat messages, which we pass to a language model provider to write the answer.
• Push tokens, if a reporter turns on reply notifications.

Who processes data for us

• Hetzner, which hosts the hlpd servers in the European Union.
• Cloudflare, which serves this website.
• Stripe, which takes subscription payments.
• Amazon Web Services, which sends account emails.
• Backblaze, which stores attachments and bundle files where this is enabled.
• A language model provider, which answers chat questions. [Provider to be named before launch.]
• Apple and Google, which deliver reply notifications.

How long we keep it

• Help usage events are kept for up to 180 days, then reduced to daily totals.
• Reports, tickets and attachments are kept until you delete them or close your account.
• Account data is deleted within [30] days of closing your account, apart from billing records we must keep by law.

Your rights

Under UK data protection law you can ask for a copy of your data, ask us to correct or delete it, and object to how we use it. If you are a user of an app that uses hlpd, contact that app's developer first, as they control your data. You can complain to the Information Commissioner's Office at ico.org.uk.

Changes

We will post changes here and tell account holders by email or in the admin before they take effect.