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Introduction

Heroic Media Ltd’s (“HelpJet”) privacy policy is set out below.

HelpJet respects your privacy and is committed to protecting your personal data. This privacy policy will inform you as to how we look after your personal data when you visit our website (regardless of where you visit it from) and tell you about your privacy rights and how the law protects you.

This privacy policy is provided in a layered format so you can click through to the specific areas set out below. Please also use the Glossary to understand the meaning of some of the terms used in this privacy policy.

Important Information And Who We Are

Purpose of this privacy policy

This privacy policy aims to give you information on how HelpJet collects and processes your personal data when you use the helpjet.com website, the HelpJet application at app.helpjet.com, or a HelpJet chat widget embedded on any website, including any data you provide when you contact us, use our free AI tools, chat with a HelpJet widget, or create an account and purchase a subscription.

This website and the Services are not intended for children and we do not knowingly collect data relating to children.

It is important that you read this privacy policy together with any other privacy policy or fair processing notice we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy policy supplements the other notices and is not intended to override them.

Controller

Heroic Media Ltd, trading as HelpJet, is the controller and responsible for your personal data (collectively referred to as HelpJet, “we”, “us” or “our” in this privacy policy).

Contact details

Full name of legal entity: Heroic Media Ltd

You can contact us from our Contact Form

Postal address: The Glades, Festival Way, Stoke-On-Trent, England, ST1 5SQ

You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues. We would, however, appreciate the chance to deal with your concerns before you approach the ICO so please contact us in the first instance.

Changes to the privacy policy and your duty to inform us of changes

This version was last updated on 26 August 2026.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

Third-party links

This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy policy of every website you visit.

The Data We Collect About You

Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:

  • Identity Data includes username or similar identifier.
  • Contact Data includes billing address, email address.
  • Financial Data includes payment card details.
  • Transaction Data includes details about payments to and from you and other details of subscriptions you have purchased from us.
  • Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.
  • Profile Data includes your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses.
  • Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of visitors using a particular bot feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy policy.

We do not collect any Special Categories of Personal Data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

Financial Payment Data

We do not store payment card details. Stripe is our payment processor and collects these details directly in order to process subscription payments and any refunds. Stripe processes your payment card details in accordance with the Stripe privacy policy.

How Your Personal Data Is Collected

We use different methods to collect data from and about you including through:

Direct interactions. You may give us your Identity and Contact Data by filling in forms or by corresponding with us by using the HelpJet website, email or otherwise. This includes personal data you provide when you:

  • apply for our subscriptions;
  • create an account on our website;
  • subscribe to our software services;
  • request marketing to be sent to you;
  • enter a competition, promotion or survey; or
  • give us some feedback.

Automated technologies or interactions. As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns.

We collect this personal data by using cookies, server logs and other similar technologies. See the section “Cookies and similar technologies” below for details of exactly what we use.

Cookies And Similar Technologies

The pages of the helpjet.com website do not set cookies of their own. The technologies we use are:

  • Vercel Web Analytics — page-view analytics for our website. It is cookieless: a visitor is identified for a single day using a hash that cannot be reversed to identify you.
  • Vercel BotID — collects technical signals from your browser so that we can tell people from automated scripts when our contact form is submitted. It does not set a cookie.
  • Sentry — reports errors and performance problems on a sample of page loads so that we can fix them. Reports include your IP address and browser details. It does not set a cookie, and we do not record your session.
  • HelpJet chat widget — where a HelpJet widget is embedded, it keeps a random session identifier in your browser so that your conversation can be shown to you again if you return, and it records the conversation together with your approximate location (derived from your IP address), device, browser, operating system, language, and the page and campaign you arrived from.
  • Microsoft Clarity — the HelpJet chat widget currently loads Microsoft Clarity, which records how visitors interact with the widget (clicks, scrolling and page structure) to help us improve it. Clarity sets the cookies _clck (one year) and _clsk (for the duration of your session) on helpjet.com, and Microsoft may set further cookies on its own domains. See the Microsoft privacy statement for details.
  • HelpJet account cookies — if you are signed in to app.helpjet.com, our authentication provider (Clerk) sets the cookie __client_uat on helpjet.com to keep your sign-in state consistent across our sites. This is strictly necessary for signed-in users and is not set for other visitors.
  • Free AI tools — the tools on our website send the text you submit to OpenAI to generate a response. We do not store the text you submit or the result. Please do not include personal data in the text you submit.

You can block or delete cookies in your browser settings. If you do, the chat widget may not remember your conversation.

How We Use Your Personal Data

We will only use your personal data when the law allows us to. Most commonly, we will use your personal data in the following circumstances:

Where we need to perform a contract with you: that is, to provide our services to you.

Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.

Where we need to comply with a legal or regulatory obligation.

Where there is another lawful basis to do so (see the Glossary below).

Generally, we do not rely on consent as a legal basis for processing your personal data other than in relation to sending third party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by using the ‘unsubscribe’ link in our emails, or by contacting us.

Purposes for which we will use your personal data

We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.

Note that we may process your personal data for more than one lawful ground depending on the specific purpose for which we are using your data. Please contact us if you need details about the specific legal ground we are relying on to process your personal data where more than one ground has been set out in the table below.

  • To register you as a customer and manage your account. Data: Identity, Contact. Lawful basis: performance of a contract.
  • To provide the HelpJet service, including answering questions sent to a HelpJet chat widget. Data: Identity, Contact, Technical, Usage and the content of the conversation. Lawful basis: performance of a contract; legitimate interests (providing support on behalf of our customers).
  • To process subscription payments and collect money owed to us. Data: Identity, Contact, Transaction. Lawful basis: performance of a contract; legitimate interests (recovering debts due to us).
  • To respond to enquiries sent through our contact form. Data: Identity, Contact and the content of your message. Lawful basis: legitimate interests; taking steps at your request before entering into a contract.
  • To run the free AI tools on our website. Data: the text you submit. Lawful basis: performance of the service you request. Please do not include personal data in the text you submit.
  • To administer and protect our business and our website, including troubleshooting, security, bot detection and error monitoring. Data: Technical. Lawful basis: legitimate interests (running our business, keeping our services secure, preventing fraud and abuse); compliance with a legal obligation.
  • To measure how our website and chat widget are used so that we can improve them. Data: Technical, Usage. Lawful basis: legitimate interests; consent where a cookie or similar technology requires it.
  • To send you service messages and, where you have not opted out, information about HelpJet features and offers. Data: Identity, Contact, Marketing and Communications. Lawful basis: legitimate interests (keeping existing customers informed); consent otherwise.
  • To comply with legal, tax and regulatory obligations. Data: Identity, Contact, Transaction. Lawful basis: compliance with a legal obligation.

Marketing

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising. We have established the following personal data control mechanisms:

Promotional offers from us

We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing).
You will receive marketing communications from us if you have requested information from us or purchased subscriptions from us and, in each case, you have not opted out of receiving that marketing.

Third-party marketing

We will get your express opt-in consent before we share your personal data with any company outside HelpJet for marketing purposes.

Opting out

You can ask us or third parties to stop sending you marketing messages at any time by following the opt-out links on any marketing message sent to you or by contacting us at any time.

Cookies

You can set your browser to refuse all or some cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, some parts of this website or the chat widget may not function properly. For details of the cookies and similar technologies we use, see the section “Cookies and similar technologies” above.

Change of purpose

We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.

If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

Disclosures Of Your Personal Data

We may have to share your personal data with the parties set out below for the purposes set out above.

The following external service providers:

  • Vercel, who provide hosting, content delivery, website analytics, bot detection, routing of requests to AI providers and file storage;
  • MongoDB Atlas, who provide database hosting;
  • Stripe, who provide payment processing services;
  • Sentry, who provide error and performance monitoring;
  • OpenAI, who generate responses for our free AI tools and for HelpJet chat bots;
  • Resend, who deliver our transactional email;
  • Clerk, who provide authentication for HelpJet accounts;
  • Microsoft, whose Clarity service provides usage analytics for the chat widget;

Professional advisers including lawyers, bankers, auditors and insurers who provide consultancy, banking, legal, insurance and accounting services;

HM Revenue & Customs, regulators and other authorities;

Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy policy.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

International Transfers

We are based in the United Kingdom. Some of our service providers are based in, or store data in, the United States and other countries outside the UK and the European Economic Area (EEA), so their processing of your personal data involves a transfer of data outside the UK or EEA.

Whenever we transfer your personal data out of the UK or EEA, we ensure a similar degree of protection is afforded to it by relying on at least one of the following safeguards: a UK adequacy regulation or European Commission adequacy decision for the destination country; the EU–US Data Privacy Framework and its UK Extension, where the provider is certified; or the International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, or the EU Standard Contractual Clauses. Please contact us if you want further information on the specific mechanism used by us when transferring your personal data.

Data Security

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

Data Retention

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

By law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they cease being customers for tax purposes.

Conversations with a HelpJet chat widget, and the session information recorded with them, are held for the HelpJet customer whose bot you used and are retained for as long as that customer keeps them in their account. Messages sent through our contact form are kept for as long as needed to deal with your enquiry. Text submitted to our free AI tools is not stored by us.

In some circumstances you can ask us to delete your data: please contact us if you would like us to do so.

In some circumstances we may anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes in which case we may use this information indefinitely without further notice to you.

Your Legal Rights

Under certain circumstances, you have rights under data protection laws in relation to your personal data. These include the right to request from us access to and rectification or erasure of personal data; restriction of processing concerning you; to object to processing as well as the right to data portability. If you wish to exercise any of the rights set out above, please contact us.

No fee usually required

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

What we may need from you

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

Time limit to respond

We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

Glossary

Lawful Basis - That rationale for collection of data. This includes consent, contractual necessity, legal obligation, vital interests, public task, and legitimate interests. Each data processing activity must have a clearly identified lawful basis, which must be communicated to users - typically through a privacy policy - to ensure transparency and compliance.

Legitimate Interest - means the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us.

Performance of Contract - means processing your data where it is necessary for the performance of a contract to which you are a party or to take steps at your request before entering into such a contract.

Comply with a legal or regulatory obligation - means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to.