Privacy Policy
How we collect, use, and protect your data at HelpFaster.
Last updated: March 2026
HelpFaster ("we", "us", "our") operates the helpfaster.ai website and the HelpFaster AI customer support platform (the "Service"). This Privacy Policy explains what information we collect, how we use it, and the choices you have regarding your data.
By using the Service, you agree to the collection and use of information in accordance with this policy. If you do not agree, please do not use the Service.
1. Information We Collect
Account information
When you sign up, we collect your name, email address, and authentication credentials. Authentication is handled through Supabase Auth, which may store hashed passwords or OAuth tokens depending on your sign-in method.
Organization and team data
We store organization names, team member roles, and invitation records you create within the platform.
Knowledge base content
Documents, URLs, and text you upload to train your AI support agent are stored in our database and processed into vector embeddings for retrieval.
Conversation data
Messages exchanged between your end-users and the HelpFaster widget, including questions, AI-generated responses, and any metadata such as page URL or timestamp.
Billing information
Payment processing is handled by Paddle. We do not store credit card numbers or bank account details on our servers. Paddle may collect billing name, address, and payment method details under their own privacy policy.
Usage and log data
We collect standard server logs including IP addresses, browser type, referring pages, and timestamps. We also track feature usage metrics to improve the Service.
2. How We Use Your Data
- To provide, maintain, and improve the Service
- To authenticate your identity and manage your account
- To process your knowledge base content into vector embeddings so the AI agent can retrieve relevant answers
- To generate AI-powered responses to your end-users' questions
- To process payments and manage subscriptions via Paddle
- To send transactional emails (account verification, password resets, billing receipts)
- To monitor service health, detect abuse, and enforce our Terms of Service
- To respond to your support requests
3. AI and LLM Data Handling
HelpFaster uses third-party large language model (LLM) providers to generate responses. When your end-users ask a question through the widget, the relevant portions of your knowledge base and the conversation context are sent to the LLM provider to generate an answer.
We use Pinecone for vector search and similarity retrieval. Your knowledge base content is converted into vector embeddings and stored in Pinecone's infrastructure to enable fast, accurate retrieval.
We do not use your data to train or fine-tune any third-party AI models. Conversation data sent to LLM providers is used solely for generating real-time responses and is subject to the data processing terms of those providers.
You should not upload sensitive personal data (such as government IDs, health records, or financial account numbers) into your knowledge base, as this data will be processed by third-party AI infrastructure.
4. Cookies and Tracking
We use cookies and similar technologies for the following purposes:
- Essential cookies: Required for authentication, session management, and security. These cannot be disabled.
- Analytics cookies: Help us understand how visitors use the site so we can improve the experience. These are optional and can be declined.
The HelpFaster widget embedded on your website uses a session identifier to maintain conversation continuity. It does not track users across websites.
5. Third-Party Services
We rely on the following third-party services to operate HelpFaster:
- Supabase -- Authentication, database hosting, and file storage
- Paddle -- Payment processing and subscription management
- Pinecone -- Vector database for knowledge base retrieval
- LLM providers -- AI response generation (e.g., OpenAI, Anthropic)
- Cloud hosting providers -- Application and infrastructure hosting
Each of these services has its own privacy policy. We select providers that maintain industry-standard security practices and, where applicable, offer data processing agreements compliant with GDPR.
6. Data Retention
We retain your account data for as long as your account is active. Conversation history is retained according to your plan tier and organization settings.
When you delete your account, we remove your personal data and knowledge base content within 30 days. Some data may persist in encrypted backups for up to 90 days before being permanently deleted.
Aggregated, anonymized usage statistics that cannot identify individual users may be retained indefinitely for analytics and service improvement.
7. Data Security
We implement reasonable technical and organizational measures to protect your data, including encryption in transit (TLS), encryption at rest, role-based access controls, and regular security reviews. However, no method of electronic transmission or storage is completely secure, and we cannot guarantee absolute security.
8. Your Rights
If you are located in the European Economic Area (EEA) or the United Kingdom, you have the following rights under the GDPR:
- Access: Request a copy of the personal data we hold about you
- Rectification: Request correction of inaccurate or incomplete data
- Erasure: Request deletion of your personal data
- Restriction: Request that we limit processing of your data
- Portability: Request a machine-readable export of your data
- Objection: Object to processing based on legitimate interests
To exercise any of these rights, contact us at support@helpfaster.ai. We will respond within 30 days.
If you are a California resident, you may also have rights under the CCPA, including the right to know what personal information we collect and the right to request deletion. The same contact email applies.
9. Children's Privacy
The Service is not intended for individuals under the age of 16. We do not knowingly collect personal data from children. If we become aware that a child has provided us with personal data, we will take steps to delete it.
10. Changes to This Policy
We may update this Privacy Policy from time to time. When we make material changes, we will notify you by email or by placing a notice on the Service. Your continued use of the Service after such notice constitutes acceptance of the updated policy.
11. Contact Us
If you have any questions about this Privacy Policy or our data practices, contact us at:
See also our Terms of Service.