Privacy Policy

1. What Heloow is and who decides how data is used

Heloow provides chat support, AI answers, conversations with agents, tickets and a dashboard for website teams using the service. PIXTOBIT determines the means and purposes of processing needed to maintain accounts, authentication, security, billing and platform operations. It acts as controller of the corresponding data for these activities.

When a customer installs support on their website, that customer decides which visitor, user and system data may be used for support and which sources and integrations to enable. PIXTOBIT processes support content and authorized data projections according to the customer’s configuration and instructions, without receiving the entire database or connected system credentials by default. Each party’s role depends on the specific operation. If you used Heloow on a third-party website, also consult that website’s privacy policy.

2. Data we may process

• Account and dashboard access: user identifier, role and website memberships, hashed password, recovery email address when registered and confirmed, a record of the date and version of the accepted Terms and acknowledgment of the Privacy Policy, and information needed for sessions and preventing unauthorized access.
• Support: messages sent in chat, responses, conversation history, support tickets, service status and identifiers necessary to maintain the conversation and forward it to the authorized team.
• Customer settings: websites, team members, permissions, support hours, knowledge base, sources and integrations configured by authorized people.
• Queries to connected systems: only the limited results of customer-authorized queries that have passed session, membership and permissions checks on the connected website. Session cookies and database or API credentials remain in the local connector; they are not copied to Heloow Central service.
• Billing: identifiers of Heloow account and associated Stripe customer, billing country, plan, price, currency, status and subscription period, necessary to manage contracting and access to the service.
• Technical data: IP address and technical logs needed for security, attempt limiting, operation, diagnostics and failure investigation.

Do not include passwords, full card numbers or other sensitive information in support messages unless essential and authorized by the website operator. Free-form content entered by users may contain data Heloow has not requested.

3. How we use data and legal bases

We use account data to manage access, apply permissions, authenticate people, allow access recovery and provide the contracted service. We use authorized messages and information to respond to requests, enable human service, log support tickets, and provide history to staff with permission. Technical data supports security, abuse prevention, diagnostics and compliance with legal obligations.

Depending on the operation, processing by PIXTOBIT may be based on the execution of a contract or related procedures, compliance with legal or regulatory obligations and the legitimate interest for security and operation of the service, observing the rights of individuals. For data entered by the customer on its website and sent to customer service, the customer defines the purpose and appropriate legal basis; PIXTOBIT processes them in accordance with the instructions received and its own obligations. We do not treat a generic “accept this policy” choice as a substitute for an applicable legal basis.

4. AI and service providers

When a website uses AI answers, the Central service sends to the AI provider configured for that site the content required to generate the response, which may include the question, recent context of the conversation, pertinent excerpts from the knowledge base, and the limited result of an authorized query. Providers that the system allows you to configure include OpenAI, Anthropic/Claude, Google/Gemini, xAI/Grok, DeepSeek, OpenRouter, and a compatible endpoint chosen by the operator. Activation and effective provider vary depending on site configuration. Content is not sent simultaneously to all of these providers.

We use hosting infrastructure on a Hostinger VPS to operate the Central service and store its private state. For email confirmation, password recovery and dashboard password-change notices, we use Resend as the email delivery provider; these emails contain the destination address and data needed to deliver the notice. The connector installed in the customer’s environment queries systems configured by that customer. We may share information with authorities when a valid legal obligation requires it.

To process billing for paid plans, we use Stripeto process billing for paid plans. Only when the account owner confirms the final subscription button does the integration create, if necessary, a Stripe customer using the name, email address and billing country, and link it to the Heloow account. The integration also shares account, customer and subscription identifiers, plan, price and currency, and checks the billing country and the subscription’s status and validity period. Card details are entered directly with Stripe, without passing through Heloow forms. See Stripe Privacy Policy to learn about Stripe’s data processing.

Some providers chosen for AI or email sending may process data outside of Brazil. The destination and conditions depend on the service actually configured and the rules applicable to the provider. Heloow does not state in this Policy that all providers are active nor that a specific international transfer mechanism has already been adopted for all of them.

5. Storage, security and retention periods

The Central service stores accounts, permissions, conversations, tickets and settings in a private server file. Dashboard access uses authentication, sessions and permission controls; public production communications use HTTPS. Provider secrets managed in the dashboard are stored encrypted. Connected website credentials are kept locally and protected in the connector; the Central service receives only authorized query results.

Closed conversations and support tickets have retention periods configured by administration and can be removed by the cleaning routine when they exceed the applied period. There is no single term for all categories: accounts, security records, settings and other data are kept for as long as necessary for the purpose, legal obligations and defense of rights. Deletion requests are examined according to the origin of the data and the responsibilities of the customer and PIXTOBIT. Data that no longer needs to be kept will be deleted or anonymized depending on the applicable operation. Backups can preserve data during the recovery cycle, with restricted access.

6. Dashboard in browser and Android app

We use essential cookies to maintain dashboard sessions. Support may store the conversation identifier and token in the browser’s session storage to continue the conversation in the same session. Where configured, the integration may also read the company selected in the connected system from local storage. This selection does not replace identity and permission checks in the customer’s environment.

The native Android app has its own interface and accesses the Central service over HTTPS, using the same account and permissions as the web dashboard. To maintain access, it stores session data encrypted in a private app area, with a key protected by Android Keystore and exclusion from app backups. Heloow does not store your password in these session files. The package does not distribute the Central database, preset administrative credentials, provider keys or advertising SDKs; it does not use an advertising identifier or request camera, microphone, location or contacts access. Earlier Android versions may open the dashboard through Trusted Web Activity, with sessions managed by the browser.

You can enable notifications for new messages in My account, per device and with system permission. We store the push service subscription encrypted and linked to the account and device. In the native Android app, we use Firebase Cloud Messaging (FCM), from Google. To deliver notifications, the service processes a per-installation identifier, a registration token and technical app and SDK data, such as versions and settings. These identifiers are not advertising identifiers. Google Analytics collection remains disabled in this integration.

The notification sent to FCM contains only opaque identifiers and the event date, without conversation text, names, email addresses or dashboard access credentials. Communication with the service uses encryption in transit (TLS); native delivery does not add end-to-end encryption to the FCM payload. On the web dashboard/PWA, notifications continue to use Web Push through the browser service, such as Google, Mozilla or Apple, depending on the browser. The displayed alert is generic, and reading the conversation requires authorized Heloow access.

The native app stores local notification authorization and the identifiers needed to prevent duplicate alerts in encrypted form. You can disable alerts in Heloow or device settings; signing out revokes that device’s subscription in the Central service and clears local authorization and app notifications. This revocation does not delete the installation identifier maintained by Firebase.

The PWA offline feature stores only a public connection-warning page in the browser. The native app does not create an offline cache of conversations or tickets; drafts you type may be kept temporarily to resume the screen and are cleared when you sign out. The dashboard and support need internet access to retrieve current information.

7. People's rights and deletion requests

You may request confirmation of processing and access to your data, correction, information about use and sharing, and, where applicable, anonymization, blocking, objection or deletion under Brazil’s General Personal Data Protection Law (LGPD). Write to hi@heloow.com and provide only what is needed to locate the account or conversation; do not send passwords, tokens or third-party data in the request. We may request identity verification proportionate to the request before fulfilling it.

Heloow account deletion

Request account deletion via email

The account holder may request deletion of the dashboard account and associated personal data using the same email address. After verifying ownership, we will delete data that does not need to be retained for legal obligations, security or the defense of rights, and explain any necessary retention. Simply disabling access does not replace handling a deletion request. If a customer organization created the account, we may also coordinate with its administrator.

If your data reached Heloow through a customer’s website, that customer may be the data controller and should be contacted about requests related to its service. We will forward or help handle requests received directly, according to our role and the specific circumstances.

8. Changes to this Policy

We may update this Policy when the Service or its data flows change. The current version will indicate the update date on this page. For privacy concerns, use hi@heloow.com.