HelpPal.com

HelpPal.com

Privacy Policy

Information on how we collect, use, and protect your personal data

1. Definitions
HelpPal AB
The company providing the Service, located in Sweden.

Data Controller
The entity that determines the purposes and means of processing personal data. In this context, HelpPal AB is the Data Controller.

Data Processor
An entity that processes personal data on behalf of the Data Controller. HelpPal AB may also act as a Data Processor when handling data on behalf of its customers.

Personal Data
Any information relating to an identified or identifiable natural person (Data Subject). This includes, but is not limited to, names, email addresses, IP addresses, and any other data that could be used to identify an individual.

Processing
Any operation or set of operations performed on personal data, whether or not by automated means. This includes collection, recording, organization, structuring, storage, adaptation, alteration, retrieval, consultation, use, disclosure, dissemination, alignment, combination, restriction, erasure, or destruction of personal data.

Service
The online platform and associated services provided by HelpPal AB, which may include customer support, data analytics, and other related services.

Data Subject
Any identified or identifiable natural person whose personal data is processed by HelpPal AB. This typically refers to users of the Service, but can also include employees, customers, or other individuals.

Third Party
Any individual or entity that is not the Data Subject, Data Controller, or Data Processor. This includes service providers, partners, and other organizations that may process personal data under the direction of HelpPal AB.

User/Users
Any individual or entity that uses or has registered for the Service provided by HelpPal AB.

Consent
Any freely given, specific, informed, and unambiguous indication of the Data Subject’s wishes by which they, through a statement or clear affirmative action, signify agreement to the processing of personal data relating to them.

Supervisory Authority
An independent public authority established by a Member State of the European Union, responsible for monitoring the application of data protection laws. In Sweden, this is the Integritetsskyddsmyndigheten (IMY).

Data Breach
A breach of security leading to the accidental or unlawful destruction, loss, alteration, unauthorized disclosure of, or access to, personal data transmitted, stored, or otherwise processed.

Module
Any add-on or feature that can be activated within the Service, which may collect additional data specific to its functionality.

Module-Specific Data
Data collected by individual modules within the Service that is specific to the activated module’s functionality and purpose.

User-Activated Modules
Features or extensions within the Service that the user activates, triggering the collection and processing of additional data related to the specific functionality of the module.

1. Data Protection Officer
1.1. Role and Contact Information:
1.1.1. HelpPal AB has appointed a Data Protection Officer (DPO) responsible for overseeing data protection

strategy and implementation to ensure compliance with GDPR requirements. The DPO can be

contacted at dpo@helppal.com

2. Information Collection and Usage
2.1 Visitor Data:
2.1.1. We collect information such as IP address, date and time of the query, access status/HTTP status

code, volume of data transferred, website from which the request comes, browser, operating system,

language, and browser software version to analyze trends and improve our website’s functionality.

2.2. Personal Data:
2.2.1. We collect personal data such as name, email address, billing information, IP address, and API token

when users register or use our service. This data is used for account creation, customer support,

service improvement, and to provide personalized user experiences. Users can opt-out of certain

types of data processing, such as marketing communications, by adjusting their preferences in their

account settings.

2.3. Customer Data:
2.3.1. We process personal data of users customers on uesers behalf, which user have collected and

provided to the Service, to support service features and provide insights into customer behavior and

preferences.

2.4 Module-Specific Data Collection and Use
2.4.1. Certain modules provided by HelpPal AB may require the collection of additional or different data compared to the core Service. The type of data collected may vary depending on the functionality of each module.
2.4.2. By activating a module, users consent to the collection, processing, and use of data specific to the module’s functionality.
2.4.3. Data collected through modules will only be used to deliver and improve the specific features of the module. HelpPal AB will not use or share the data beyond this scope unless explicitly agreed by the user.
2.4.4. HelpPal AB will handle and protect all module-specific data in accordance with its privacy policy and applicable data protection laws.

3. Legal Basis for Processing Data
3.1. Contractual Basis:
3.1.1. We process users data on various legal bases, including contractual necessity, legitimate interests,

compliance with legal obligations, and users consent where applicable. For example, processing for

the performance of a contract includes billing and service delivery, while processing based on

legitimate interests may involve improving our service offerings.

3.1.2. We may also process users data based on legitimate interests pursued by the controller, where such

interests are not overridden by users fundamental rghts and freedoms.

3.1.3. Marketing data is processed only with users explicit consent.

3.2. Data Processing Agreement:
3.2.1. We process users customer data as a processor pursuant to the Data Processing Agreement,

ensuring that all processing is conducted in compliance with applicable data protection laws.

4. Purposes of Processing Data
4.1. Service Performance:
4.1.1. In addition to service performance, users personal data may be processed for analytical purposes to

enhance service features, improve customer satisfaction, and to conduct user behavior analysis.

Where applicable, data may also be used for automated decision-making processes or profiling to

provide personalized recommendations

4.1.2. Users data may also be used to provide customer support and to ensure the functionality and security

of our services.

4.2. Marketing Purposes:
4.2.1. We may use users data for marketing purposes to inform a user about new features and products,

improvements, and offers that may be of interest to a user, as outlined in our Terms and Conditions.

4.2.2. For details on how we may use users company’s name and logo for marketing purposes, please refer

to our Terms and Conditions.

5. System Integrations
5.1. Integration Data Sharing:
5.1.1. HelpPal AB may provide integrations with third-party systems or services. The data shared between

these systems is strictly defined by the scope of the integration. Users have the option to enable or

disable these integrations through their account settings, giving them full control over the data

shared.

6. Tracking and Profiling
6.1. Online Tracking:
6.1.1. We use online tracking methods, including cookies, web beacons, and similar technologies, to collect

information about how a user interact with our website and services. This data helps us optimize

user experience and tailor our services. Users can manage their tracking preferences and opt-out of

certain tracking mechanisms through their browser settings or within their account.

6.2. Customer Tracking:
6.2.1. We track users customers’ behavior on our website and collect data such as IP addresses and

browsing activity.

7. Cookies
7.1. Cookie Usage:
7.1.1. We use cookies to uniquely identify users browser, remember user preferences, and enhance the

overall user experience. These include session cookies for maintaining login sessions, persistent

cookies for storing user preferences, and third-party cookies for analytics and advertising purposes.

Users can manage or delete cookies through their browser settings.

8. Disclosure of Data
8.1. Third-party Cooperation:
8.1.1. We may share personal data with third parties only with users explicit consent or when required by

law. This includes sharing with service providers, partners, or regulatory authorities. All third-party

service providers are contractually obligated to comply with applicable data protection laws and

maintain the confidentiality and security of users data.

8.1.2. A total list of third-party services can be found at http://www.helppal.com/third-party-services.

9. Privacy and Security Safeguards
9.1. Privacy and Security Measures:
9.1.1. We ensure that appropriate safeguards are in place to protect the privacy and security of users data.

9.2. Legal Compliance:
9.2.1. HelpPal AB complies with relevant laws and regulations governing the collection, use, and storage of

personal data.

9.3. Data Transfer Compliance:
9.3.1. We ensure that transfers of data from the United States to the European Union are carried out in

compliance with applicable data protection laws.

10. Data Storage and Retention
10.1. Storage Location:
10.1.1. We store our users and users customers’ personal data on servers located within Microsoft Azure’s

data centers. These data centers may be located in various regions, and specific storage locations

can vary.

10.1.2. Microsoft Azure adheres to strict security protocols and compliance standards to ensure the safety

and privacy of users data. For more information on Microsoft Azure’s data security practices, please

visit Microsoft Azure Trust Center.

10.2. Data Retention:
10.2.1. We retain data for the duration of users business relationship with us and delete it upon users

request or when the business relationship ends, unless otherwise required by law.

10.2.2. User can request the deletion of users data at any time by contacting our Data Protection Officer at

support@helppal.com

11. Security of Data
11.1. Security Measures:
11.1.1. We implement organizational, technical, and physical security measures to ensure the

confidentiality, integrity, and availability of users data.

12. Legal Obligations Regarding Data
12.1. Legal Disclosures:
12.1.1. We may disclose personal data if necessary to comply with lawful requests by public authorities.

13. Changes and Updates to the Privacy Policy
13.1. Policy Amendments:
13.1.1. We reserve the right to amend the Privacy Policy at any time. Changes will be communicated by

posting the updated Privacy Policy on the HelpPal AB website and notifying users via the service.

14. Contact & Questions
14.1. Contact Information:
14.1.1. For any queries, please contact HelpPal AB’s DPO at dpo@helppal.com.

  1. General Terms
    1. Modification of Terms:
      1. HelpPal AB reserves the right to update and modify the Terms and Conditions without prior notice. We will always announce changes to the agreement via our portal and on our homepage. Continued use of the Service after modifications constitutes acceptance of the revised terms.
    2. Communication:
      1. HelpPal AB communicates primarily via the email address provided by the user. Price adjustments and other important notifications will be sent to this contact email address.
  1. Account Terms
    1. General Requirements:
      1. By using the Service, you agree to abide by these Terms and Conditions.
      2. Users must be at least 18 years old to use the Service.
      3. Registration requires providing accurate and complete information.
    2. Security and Responsibility:
      1. Users are responsible for maintaining the security of their accounts.
      2. HelpPal AB is not liable for any loss or damage due to the user’s failure to secure their account.
      3. In instances where HelpPal AB is the data controller, HelpPal AB will:
        Notify the Swedish Authority for Privacy Protection (Integritetsskyddsmyndigheten, IMY) within 72 hours of becoming aware of the breach, in compliance with the General Data Protection Regulation (GDPR).
        File a report with the police to ensure proper legal action is taken.
        In instances where HelpPal AB is the data processor, HelpPal AB will report incidents to the data controller.
    3. Violation of Terms:
      1. HelpPal AB may terminate services for any breach of these Terms.
  1. Pricing and Billing
    1. Pricing Adjustments:
      1. HelpPal AB reserves the right to adjust prices once per year. Price adjustments will be communicated in writing 3 months in advance via the contact email address.
      2. HelpPal AB shall not be liable to users or any third party for any modifications, price changes, suspensions, or discontinuances of the Service.
    2. Billing Terms:
      1. A valid payment method is required for paid accounts.
      2. The Service is billed monthly in arrears based on usage. Payments are non-refundable. No refunds or credits will be issued for partial months of service, upgrade/downgrade refunds, or unused months with an open account.
      3. After the trial period, users will not have full access to their account unless a valid payment method is provided.
    3. VAT terms:
      1. Users outside the EU and users within the EU who have not provided a valid VAT number are responsible for managing VAT according to the regulations of their respective country.
      2. For users based within the EU who have not provided a valid VAT number, VAT will be added to the invoice according to the applicable rate.
      3. Users are responsible for providing a correct and valid VAT number.
    4. Invoicing and Payment:
      1. If an invoice is not paid within 10 days after the due date, the account will automatically be inactivated. The account will be automatically reactivated upon payment of the outstanding invoice.
      2. Upon adding or removing users, your credit card will be automatically charged or credited with the new rate on the next billing cycle. If a user is removed mid-month, a full month’s charge will not be incurred
      3. When a module is activated, a full month’s fee will be charged, regardless of the activation date within the billing cycle. The price for each module is clearly stated in the portal, and by activating a module, the full monthly fee as specified is agreed to. If a module is deactivated, charges for that module will cease in subsequent billing periods.
      4. Downgrading the Service may result in the loss of Content, modules, or account capacity. HelpPal AB bears no liability for such loss.
  1. Cancellation and Termination
    1. User Cancellation:
      1. Users can cancel their account at any time by removing their account via the portal or by emailing support@helppal.com. Account cancellation will be processed by the HelpPal AB team in a timely manner, and confirmation of cancellation will be sent via email. Users will be billed for usage until termination is received by HelpPal, unless they are under the trial period. If users choose to cancel via email, the cancellation request must be sent from the email address that was used to register the account.
    2. Service Cancellation:
      1. HelpPal AB reserves the right to suspend or terminate user accounts and refuse current or future use of the Service for any reason, at any time. Such termination will result in the deactivation or deletion of the Account and the forfeiture of all Content in the Account. HelpPal AB also reserves the right to refuse service to anyone, at any time, for any reason.
      2. HelpPal AB reserves the right to permanently delete accounts if no activity has occurred on the account for 12 months.
  1. Copyright and Content Ownership
    1. Lawful Use:
      1. Users must use the Service for lawful purposes only and users are prohibited from using the Service for any illegal or unauthorized purpose.
    2. Compliance:
      1. Users must comply with Swedish copyright law when posting Content on the Service.
      2. HelpPal AB is not responsible for any copyright-protected material uploaded by users. Users are solely responsible for ensuring that their content does not infringe on the rights of others.
      3. HelpPal AB retains ownership of the Service, software, program code, and all related Intellectual Property Rights (IPR), including any IPR arising from HelpPal AB’s data processing activities.
    3. Content Management:
      1. HelpPal AB does not pre-screen Content but reserves the right to refuse or remove any Content deemed objectionable in its sole discretion.
  1. General Conditions
    1. Use at Own Risk:
      1. Use of the Service is at the user’s sole risk. The Service is provided “as is” and “as available.”
    2. Support:
      1. Technical support is available only to paying account holders and is provided via email.
    3. Third-Party Services:
      1. HelpPal AB utilizes third-party vendors and hosting partners to run the Service. A complete list of our third parties can be found here http://www.helppal.com/third-party-services. This list may be updated at any time without notice.
    4. Prohibited Activities:
      1. Users may not modify, adapt, or hack the Service or falsely associate it with any other website or service without express written permission from HelpPal AB.
      2. Reproduction, duplication, sale, or exploitation of any portion of the Service without express written permission from HelpPal AB is prohibited.
      3. HelpPal AB may, but is not obligated to, remove content or accounts containing content deemed unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene, or otherwise objectionable.
      4. Verbal, physical, or written abuse of any HelpPal AB customers, employees, members, or officers will result in immediate account termination.
      5. Users understand that technical processing and transmission of the Service, including Content, may involve transmissions over various networks and changes to conform to technical requirements.
      6. Users may not upload, post, host, or transmit unsolicited email, SMSs, or spam messages, nor transmit any worms, viruses, or destructive code.
      7. If a user’s bandwidth usage exceeds 500 MB/month or significantly exceeds the average bandwidth usage of other HelpPal AB customers, HelpPal AB reserves the right to disable the account or throttle file hosting until bandwidth consumption is reduced.
      8. Users may not collect, store, or share personal data about others without their express consent or use the Service in violation of applicable data protection and privacy laws.
      9. Users may not use the Service to infringe on the intellectual property rights of others, including the use of copyrighted materials without permission.
      10. Users may not use the Service for any illegal activities or in a manner that violates any local, state, national, or international laws.
      11. Users may not upload, post, or transmit false or misleading information or content.
      12. Users may not use the Service to engage in any activity that could harm the functionality or security of the Service, including but not limited to, initiating a denial-of-service attack or attempting to gain unauthorized access to the Service.
      13. Users may not use the Service to impersonate another person or entity, or falsely state or otherwise misrepresent their affiliation with a person or entity.
    5. No Warranty:
      1. HelpPal AB does not warrant that the Service will meet specific requirements, be uninterrupted, timely, secure, or error-free, or that any errors in the Service will be corrected.
    6. Limitation of Liability:
      1. HelpPal AB’s liability during the Term of Services shall not exceed an amount equal to 6 months’ fees preceding the event giving rise to liability.
    7. Force Majeure:
      1. Neither party shall be liable for delay or failure in performance arising from force majeure events, including but not limited to earthquakes, war, riots, labor disputes, pandemics, governmental sanctions, or cyber attacks.
    8. Non-Waiver:
      1. The failure of HelpPal AB to enforce any provision of the Terms of Service shall not constitute a waiver of such provision.
    9. Entire Agreement:
      1. The Terms of Service constitute the entire agreement between users and HelpPal AB, superseding any prior agreements, and are governed by Swedish law.
    10. Dispute Resolution:
      1. Disputes arising from the Terms of Service shall be resolved through amicable negotiations, with any unresolved disputes subject to the exclusive jurisdiction of the courts in Sweden. The Parties agree not to bring claims arising from the Terms of Services more than 6 months after its termination.
  1. Marketing
    1. Use of Customer Information:
      1. HelpPal AB reserve the right to use your company’s name and logo for marketing purposes, including on our website and in promotional materials.
      2. If you do not wish for your company’s name and logo to be used for marketing by HelpPal AB, please notify us in writing to opt out at support@helppal.com to opt out of marketing use of your company’s name and logo.​
  1. Trial Period Restrictions
    1. Free Account Limitations:
      1. Free accounts do not require a credit card number.
      2. Users have limited access to certain modules and functionalities during the trial period.
    2. Email Sending Restrictions:
      1. Users are not allowed to send more than 100 emails during the trial period.
      2. Any attempt to bypass this limit by creating multiple free accounts will result in immediate suspension of all related accounts.
    3. Data Migration Restrictions:
      1. Users are not allowed to migrate all data from their previous support systems during the trial period. The system will only support limited data migration to allow users to test the functionality.
    4. Trial Period Duration:
      1. The standard trial period is 14 days, unless otherwise specified at the time of account creation.
      2. HelpPal AB reserves the right to modify the duration of the trial period at its sole discretion.
    5. Transition to Paid Account:
      1. Users must provide a valid credit card number to continue using the Service beyond the trial period.
      2. Failure to provide payment information before the end of the trial period will result in the suspension of the account.
    6. Termination of Trial Account:
      1. HelpPal AB reserves the right to terminate any trial account at any time, if necessary. We aim to provide notice and explanation where possible.
      2. Upon termination, all data associated with the trial account may be deleted unless the user transitions to a paid account within 30 days.