Privacy & Cookie Policy
Effective 30 August 2026
Ah, privacy policies. Nobody likes them but they are essential. We've tried to make them as straightforward as possible 🤗 If you have any questions let us know at hi+privacy@helpdocs.io.
Who we share data with
Every third party below appears in full further down the page. This is the short version: who receives your data, and what we use them for. Each section further down says what we share and why.
| Provider | What we use it for |
|---|---|
 Google Analytics | Analytics |
 PostHog | Analytics |
 Mailchimp | |
 Userlist | |
 Postmark | |
 Front | Support |
 Slack | Internal tools |
 Asana | Internal tools |
 G Suite | Internal tools |
 Zapier | Automation |
 Anthropic | AI |
 Google Gemini | AI |
 ChatGPT (OpenAI) | AI |
 Google AdWords | Advertising |
 Google Cloud | Infrastructure & AI |
 AWS | DNS |
 Aiven | Infrastructure |
 Bunny.net | CDN |
 CrowdSec | Security |
 Stripe | Payments |
 Documenso | Document signing |
Definitions
Personal Data
Personal Data means data about a living individual who can be identified from those data (or from those and other information either in our possession or likely to come into our possession).
Usage Data
Usage Data is data collected automatically either generated by the use of the Service or from the Service infrastructure itself (for example, the duration of a page visit).
Cookies
Cookies are small pieces of data stored on a User's device.
Data Controller
Data Controller means a person who (either alone or jointly or in common with other persons) determines the purposes for which and the manner in which any personal data are, or are to be, processed. For the purpose of this Privacy Policy, we are a Data Controller of your data.
Data Processor (or Service Providers)
Data Processor (or Service Provider) means any person (other than an employee of the Data Controller) who processes the data on behalf of the Data Controller. We may use the services of various Service Providers in order to process your data more effectively.
Data Subject
Data Subject is any living individual who is the subject of Personal Data.
User
The User is the individual using our Service. The User corresponds to the Data Subject, who is the subject of Personal Data.
Information Collection And Use
We collect several different types of information for various purposes to provide and improve our Service to you.
Types of Data Collected
Personal Data
While using our Service, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you ("Personal Data"). Personally identifiable information may include, but is not limited to:
- Email address
- First name and last name
- Cookies and Usage Data
We will only send you newsletters, marketing or promotional material if you have opted in to receive it. You can withdraw that at any time, either from the email preferences in your account profile or using the unsubscribe link in any such email.
We also send onboarding email while you are getting set up. That is separate from your marketing preferences, and you can unsubscribe from it at any time.
Urgent and critical notifications about your account or the Service are not something you can unsubscribe from while you hold an account, because we consider them necessary rather than promotional.
Usage Data
We may also collect information how the Service is accessed and used ("Usage Data"). This Usage Data may include information such as your computer's Internet Protocol address (e.g. IP address), browser type, browser version, the pages of our Service that you visit, the time and date of your visit, the time spent on those pages, unique device identifiers and other diagnostic data.
Tracking & Cookies Data
We use cookies and similar tracking technologies to track the activity on our Service and hold certain information. Cookies are files with small amount of data which may include an anonymous unique identifier. Cookies are sent to your browser from a website and stored on your device. Tracking technologies also used are beacons, tags, and scripts to collect and track information and to improve and analyze our Service. You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our Service. Examples of Cookies we use:
- Session Cookies (we use Session Cookies to operate our Service)
- Preference Cookies (we use Preference Cookies to remember your preferences and various settings)
- Security Cookies (we use Security Cookies for security purposes)
Use of Data
HelpDocs Ltd uses the collected data for various purposes:
- To provide and maintain our Service
- To notify you about changes to our Service
- To allow you to participate in interactive features of our Service when you choose to do so
- To provide customer support
- To gather analysis or valuable information so that we can improve our Service
- To monitor the usage of our Service
- To detect, prevent and address technical issues
- To provide you with news, special offers and general information about other goods, services and events which we offer that are similar to those that you have already purchased or enquired about, if you have opted in to receive such information
Legal Basis for Processing
If you are in the United Kingdom or the European Economic Area, we need a legal basis for everything we do with your Personal Data. Here is what we rely on, and for what.
| What we are doing | Legal basis |
|---|---|
| Providing and maintaining the Service, running your account, giving you support, taking payment, and sending the notifications about your account that you cannot opt out of | Performance of our contract with you |
| Understanding how the Service is used, improving it, developing new features, keeping it secure, and detecting and preventing abuse | Our legitimate interests |
| Sending you onboarding email, which you can unsubscribe from at any time | Our legitimate interests |
| Sending you marketing email | Your consent |
| Keeping records we are required to keep, and responding to lawful requests | Compliance with a legal obligation |
Where we rely on your consent you can withdraw it at any time, and withdrawing it does not affect anything we did before you withdrew it. The unsubscribe link in any marketing or onboarding email is enough to do this.
Where we rely on our legitimate interests, we have considered whether what we are doing is fair to you and kept what we collect to what the purpose needs.
Retention of Data
HelpDocs Ltd will retain your Personal Data only for as long as is necessary for the purposes set out in this Privacy Policy. We will retain and use your Personal Data to the extent necessary to comply with our legal obligations (for example, if we are required to retain your data to comply with applicable laws), resolve disputes, and enforce our legal agreements and policies. HelpDocs Ltd will also retain Usage Data for internal analysis purposes. Usage Data is generally retained for a shorter period of time, except when this data is used to strengthen the security or to improve the functionality of our Service, or we are legally obligated to retain this data for longer time periods.
From 30 August 2026, when this policy takes effect, the following schedule applies to accounts that are cancelled, whose trial expires, or that go unpaid.
| Stage | When | What happens |
|---|---|---|
| Archived | 90 days after you cancel or your trial expires, or 180 days unpaid | The account is frozen. Team members, API keys and integrations are removed, and the site stops being served. |
| Permanently deleted | 30 days after archiving, so 120 days after you cancel | Your content and account records are erased from our databases and file storage. This cannot be undone, so the 30 days is the last point at which we can bring an account back. |
| Deletion record erased | 24 months after deletion | We keep a minimal record that the account existed and was deleted, so we can answer questions about it. That record is then erased too, unless we are legally required to keep it. |
Usage and analytics data is kept for 24 months, unless we are legally required to keep it for longer.
Transfer Of Data
Your information, including Personal Data, may be transferred to, and maintained on, computers located outside of your state, province, country or other governmental jurisdiction where the data protection laws may differ than those from your jurisdiction. If you choose to provide information to us, please note that we transfer the data, including Personal Data, to the United States and process it there. Your consent to this Privacy Policy followed by your submission of such information represents your agreement to that transfer. HelpDocs Ltd will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy and no transfer of your Personal Data will take place to an organization or a country unless there are adequate controls in place including the security of your data and other personal information.
Disclosure Of Data
Business Transaction
If HelpDocs Ltd is involved in a merger, acquisition or asset sale, your Personal Data may be transferred. We will provide notice before your Personal Data is transferred and becomes subject to a different Privacy Policy.
Disclosure for Law Enforcement
Under certain circumstances, HelpDocs Ltd may be required to disclose your Personal Data if required to do so by law or in response to valid requests by public authorities (e.g. a court or a government agency).
Legal Requirements
HelpDocs Ltd may disclose your Personal Data in the good faith belief that such action is necessary to:
- comply with a legal obligation
- protect and defend the rights or property of HelpDocs Ltd
- prevent or investigate possible wrongdoing in connection with the Service
- protect the personal safety of users of the Service or the public
- protect against legal liability
Security Of Data
The security of your data is important to us, but remember that no method of transmission over the Internet, or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your Personal Data, we cannot guarantee its absolute security.
"Do Not Track" Signals
We do not support Do Not Track ("DNT"). Do Not Track is a preference you can set in your web browser to inform websites that you do not want to be tracked. You can enable or disable Do Not Track by visiting the Preferences or Settings page of your web browser.
Your Rights
HelpDocs Ltd aims to take reasonable steps to allow you to correct, amend, delete, or limit the use of your Personal Data. Whenever made possible, you can update your Personal Data directly within your account settings section. If you are unable to change your Personal Data, please contact us to make the required changes. If you wish to be informed what Personal Data we hold about you and if you want it to be removed from our systems, please contact us. In certain circumstances, you have the right:
- To access and receive a copy of the Personal Data we hold about you
- To rectify any Personal Data held about you that is inaccurate
- To request the deletion of Personal Data held about you
- To complain to a data protection authority about how we handle your Personal Data. In the UK that is the Information Commissioner's Office
You have the right to data portability for the information you provide to HelpDocs Ltd. You can request to obtain a copy of your Personal Data in a commonly used electronic format so that you can manage and move it. Please note that we may ask you to verify your identity before responding to such requests.
To ask us to delete your Personal Data, use the data deletion request form at the bottom of this page, or email us. Both reach the same place, and you are free to make a request by any means you prefer.
Service Providers
We may employ third party companies and individuals to facilitate our Service ("Service Providers"), to provide the Service on our behalf, to perform Service-related services or to assist us in analyzing how our Service is used. These third parties have access to your Personal Data only to perform these tasks on our behalf and are obligated not to disclose or use it for any other purpose.
Analytics
We may use third-party Service Providers to monitor and analyze the use of our Service.
Google Analytics
Google Analytics is a web analytics service offered by Google that tracks and reports website traffic. Google uses the data collected to track and monitor the use of our Service. This data is shared with other Google services. Google may use the collected data to contextualize and personalize the ads of its own advertising network. You can opt-out of having made your activity on the Service available to Google Analytics by installing the Google Analytics opt-out browser add-on. The add-on prevents the Google Analytics JavaScript (ga.js, analytics.js, and dc.js) from sharing information with Google Analytics about visits activity. For more information on the privacy practices of Google, please visit the Google Privacy & Terms web page: http://www.google.com/intl/en/policies/privacy/
PostHog
We use PostHog to understand how the Service is used and to improve it, covering product analytics, customer success, developing new features, and other work to make the platform better. For more information on the privacy practices of PostHog, please visit the PostHog Privacy web page: https://posthog.com/privacy
AI
We use third-party AI providers to power AI features in the Service and to help detect abuse of the Service. Content we pass to them can include content from your account and things written by the people who read your help center. We may use any of the providers below for this, and may change which one handles a given request. None of them use what we send to train their models.
Anthropic
Anthropic is one of the AI providers we use. For more information on the privacy practices of Anthropic, please visit the Anthropic Privacy web page: https://www.anthropic.com/legal/privacy
Google Gemini
Google Gemini is another, reached through Google Cloud's Vertex AI. For more information on the privacy practices of Google, please visit the Google Cloud Privacy web page: https://cloud.google.com/security/privacy/
ChatGPT (OpenAI)
OpenAI is another provider we use. For more information on the privacy practices of OpenAI, please visit the OpenAI Privacy Policy: https://openai.com/policies/privacy-policy
We use third-party providers to send email and to manage the lists we send it to.
Mailchimp
For more information on the privacy practices of Mailchimp, please visit the Mailchimp Privacy web page: https://mailchimp.com/legal/privacy/
Userlist
For more information on the privacy practices of Userlist, please visit the Userlist Privacy web page: https://userlist.com/docs/legal/privacy/
Postmark
For more information on the privacy practices of Postmark, please visit the Postmark Privacy web page: https://postmarkapp.com/privacy-policy
Support & Internal Tools
We use third-party tools to handle support and to run the business day to day.
Front
For more information on the privacy practices of Front, please visit the Front Privacy web page: https://frontapp.com/privacy-policy
Slack
For more information on the privacy practices of Slack, please visit the Slack Privacy web page: https://slack.com/intl/en/privacy-policy
Asana
For more information on the privacy practices of Asana, please visit the Asana Privacy web page: https://asana.com/terms
G Suite
For more information on the privacy practices of G Suite, please visit the Google Cloud Privacy web page: https://support.google.com/googlecloud/answer/6056650?hl=en
Zapier
For more information on the privacy practices of Zapier, please visit the Zapier Privacy web page: https://zapier.com/legal/data-privacy
Document Signing
We use a third-party provider for signing documents inside the app.
Documenso
We use Documenso for signing documents inside the app, such as a Data Processing Agreement. When you sign one, Documenso receives your name, your email address, and the contents of that document. For more information on the privacy practices of Documenso, please visit the Documenso Privacy web page: https://documenso.com/privacy
Security & Anti-Abuse
We may use third-party Service Providers to help us protect our Service against malicious or abusive traffic.
CrowdSec
CrowdSec is a security service that helps us detect and block malicious or abusive traffic to our Service, and to do this it processes the IP addresses of requests we receive. We are enrolled in the CrowdSec community threat-intelligence network, so when an IP address is flagged for malicious behavior, a limited record of that event (the IP address, the date and time, and the type of security incident) may be shared with CrowdSec and the wider CrowdSec community to help protect other services. No other information about you is shared. For more information on the privacy practices of CrowdSec, please visit the CrowdSec Privacy web page: https://www.crowdsec.net/privacy-policy
Behavioral Remarketing
HelpDocs Ltd may use remarketing services to advertise on third party websites to you after you have visited our Service. Where we do, we and our third-party vendors use cookies to inform, optimize and serve ads based on your past visits to our Service.
Google AdWords
Google AdWords remarketing service is provided by Google Inc. You can opt-out of Google Analytics for Display Advertising and customize the Google Display Network ads by visiting the Google Ads Settings page: http://www.google.com/settings/ads . Google also recommends installing the Google Analytics Opt-out Browser Add-on: https://tools.google.com/dlpage/gaoptout . For more information on the privacy practices of Google, please visit the Google Privacy & Terms web page: http://www.google.com/intl/en/policies/privacy/
Infrastructure
We use third-party providers to run the infrastructure behind the Service, including hosting, databases, content delivery and DNS.
Google Cloud
For more information on the privacy practices of Google Cloud, please visit the Google Cloud Privacy web page: https://cloud.google.com/security/privacy/
AWS
We use Amazon Route 53 for DNS, which directs a request for one of our domains to the right place. It handles those lookups and does not store your account or your content. For more information on the privacy practices of AWS, please visit the AWS Privacy web page: https://aws.amazon.com/privacy/
Aiven
For more information on the privacy practices of Aiven, please visit the Aiven Privacy web page: https://aiven.io/privacy
Bunny.net
For more information on the privacy practices of bunny.net, please visit the bunny.net Privacy web page: https://bunny.net/privacy
Payments
We may provide paid products and/or services within the Service. In that case, we use third-party services for payment processing (e.g. payment processors). We will not store or collect your payment card details. That information is provided directly to our third-party payment processors whose use of your personal information is governed by their Privacy Policy. These payment processors adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, Mastercard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of payment information. The payment processors we work with are:
Stripe
Their Privacy Policy can be viewed at https://stripe.com/us/privacy
Links To Other Sites
Our Service may contain links to other sites that are not operated by us. If you click on a third party link, you will be directed to that third party's site. We strongly advise you to review the Privacy Policy of every site you visit. We have no control over and assume no responsibility for the content, privacy policies or practices of any third party sites or services.
Children's Privacy
Our Service does not address anyone under the age of 13 ("Children"). We do not knowingly collect personally identifiable information from anyone under the age of 13. If you are a parent or guardian and you are aware that your Children has provided us with Personal Data, please contact us. If we become aware that we have collected Personal Data from children without verification of parental consent, we take steps to remove that information from our servers.
Changes To This Privacy Policy
We may update our Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page. We will let you know via email and/or a prominent notice on our Service, prior to the change becoming effective and update the "effective date" at the top of this Privacy Policy. You are advised to review this Privacy Policy periodically for any changes. Changes to this Privacy Policy are effective on the date stated at the top of this page.
Contact Us
If you have any questions about this Privacy Policy, please contact us by email: hi+privacy@helpdocs.io