1. Whose Information Do We Collect?

"Personal data" or "personal information" means any information that identifies or could identify an individual. We collect personal data about:

• • Clients and their representatives (including employees and contractors)
• • Users and visitors who access our Services
• • Individuals who participate in our marketing, events, promotions, or otherwise engage with us

Our Services are not intended for children under 18. In accordance with COPPA (Children's Online Privacy Protection Act), we do not knowingly collect or process personal data, including Google API data, from children under 13. If you believe a child has provided us with information, please contact us immediately for deletion.

2. Personal Data We Collect

Information You Provide Directly

We may collect the following personal data when you interact directly with us:

• • Identification and Contact Details: Name, surname, email, postal address, phone number, social media identifiers, usernames, and passwords
• • Business-Related Information: Store addresses, store-related details, and chats or communications with users
• • Location Data: Geographic data such as city, state, or more precise location if enabled by your device
• • Financial and Billing Information: Billing information for purchases or subscriptions (processed by secure third-party payment processors)

Google User Data

When you connect your Google account to our Services, we have access to:

• • Gmail data: Access to read, compose, send, and permanently delete emails in Gmail
• • Email management: Ability to view, compose, and send emails from your Gmail account

Information Collected Automatically

We use cookies and similar technologies to collect usage data:

• • IP address, browser type/version, and device identifiers
• • Pages viewed, links clicked, and referring sites
• • Email interaction data (e.g., if you opened our messages)

3. How and Why We Use Your Data

We use your personal data for:

• • Providing and Improving Our Services: Deliver, maintain, and enhance our Services; personalize your experience; process transactions
• • Communication and Support: Respond to inquiries, provide customer support, send transactional messages, invoices, and policy updates
• • Security and Verification: Enhance safety, verify identities, and prevent fraud or unauthorized use
• • Research and Development: Conduct research to improve our Services
• • Marketing and Promotions (where permitted): Inform you about features, products, services, promotions, or events that may interest you
• • Legal, Safety, and Compliance: Comply with laws, protect rights, and respond to legal processes or claims

4. Third-Party Service Providers and Integrations

We share your personal data with trusted third-party service providers that perform services on our behalf:

• • Cloud hosting and infrastructure providers
• • AI models (e.g., OpenAI) for certain features (without using your data to train generalized models)
• • Payment processors for transactions

These providers are contractually bound to only use your data as instructed and to protect it appropriately. We do not sell your personal information to unauthorized parties.

5. International Data Transfers

We operate globally and may process your data outside of your home country. When transferring personal data internationally, we implement appropriate safeguards (such as standard contractual clauses) to ensure a level of protection equivalent to that of your jurisdiction.

6. Data Security

We implement industry-standard security measures to protect your data from unauthorized access, disclosure, or destruction. While we strive to protect your data, no method of transmission over the internet is completely secure. You are responsible for maintaining the confidentiality of your account credentials.

7. Cookies and Tracking Technologies

We and our partners use cookies, pixels, and similar tools to:

• • Understand your use of our Services
• • Improve performance and reliability
• • Personalize your experience
• • Provide relevant advertising (where permitted)

You can manage cookies through your browser settings. Disabling cookies may limit some features.

8. Your Rights and Choices

Depending on your location, you may have rights such as:

• • Access: Request access to the personal data we hold about you
• • Correction: Ask us to correct inaccuracies
• • Deletion: Request deletion of your personal data where legally permissible
• • Objection and Restriction: Object to or restrict certain processing
• • Portability: Receive a copy of your personal data in a structured format
• • Withdraw Consent: If we rely on consent, you can withdraw it at any time

To exercise these rights, contact us as provided below. We may verify your identity before processing requests.

Marketing Communications: You may opt out of marketing emails by following the unsubscribe instructions or contacting us directly.

9. State and International Privacy Disclosures

Residents of certain jurisdictions (e.g., California, Nevada, Colorado, Connecticut, Utah, Virginia, the EEA, U.K., Switzerland) may have additional rights and protections. Please contact us for details specific to your region.

10. Data Retention

We retain your personal data for as long as necessary to fulfill the purposes for which it was collected, unless a longer retention period is required or permitted by law. We may retain aggregated or anonymized data indefinitely.

11. Third-Party Links

Our Services may contain links to third-party websites or services. We are not responsible for their privacy practices. We encourage you to review their privacy policies before sharing your data.

12. Changes to This Policy

We may update this Policy from time to time. Material changes will be posted on this page and, if significant, we will notify you via email or through our Services. Your continued use after changes become effective constitutes acceptance of the updated Policy.

13. Contact Us

If you have any questions or requests regarding this Policy or our data protection practices, please contact us at:

Helpwave
33 Rue Censier
75005 Paris, France
florian@helpwave.ai

Thank you for trusting Helpwave with your personal data. We are committed to respecting your privacy and providing clear, transparent information about our practices.

14. Additional Provisions for Data Obtained via Meta Platforms

Scope of Meta Platforms Data Access:

We may access and process certain user data from Meta platforms, including Instagram, WhatsApp, and Messenger, as needed to provide and improve the Services you have requested. The types of data we may access depend on the permissions you grant when connecting your account to our Services. This may include content you share, messages you send, and profile information authorized by Meta's APIs.

Compliance with Meta Policies:

We comply with all applicable Meta Platform Policies, including Meta's Developer Policies and Terms of Use. We only request, use, and retain data necessary to provide you with our Services. We do not use Meta platform data for prohibited purposes, such as personalizing ads outside the Meta platform or creating user profiles unrelated to our Services.

Data Use and Restrictions:

• • We do not use data obtained from Meta platforms to develop, improve, or train generalized AI/ML models
• • We do not sell or share Meta platform data with third parties, except with authorized service providers under strict data protection agreements
• • We do not retain Meta platform data longer than necessary and process it in accordance with this Policy and applicable laws

15. Additional Information for Google API Services

Gmail API Usage

Our use of the Gmail API includes:

• • Reading email content to generate responses
• • Sending emails on your behalf
• • Providing automated email assistance
• • Managing and deleting emails when necessary