HELP Privacy Policy

1. Who is responsible

Sanity United ApS, Denmark, operates HELP and is the controller of personal data processed for its own platform purposes, unless a particular processing operation is identified otherwise. Its registered details and privacy contact (privacy@unitedfor.help) are in the Company and Contact Notice. Payment, identity, location, communications and other providers may act as processors or independent controllers depending on the particular service. We describe actual roles rather than assuming every provider is our processor.

This Policy applies to website visitors, account holders, people who offer or request help, professional representatives, people making reports, and other individuals whose information is lawfully involved in a request.

2. Information we use

When enabled, this includes referral attribution and achievement-award history, badge display preferences, and—only for eligible Suspended Help assistance purchases—a private cumulative support amount derived from verified payment facts. We do not treat the badge as a credit balance or public financial statement.
Depending on the features you choose, HELP processes:

• Account and safety information: account identity, contact/verified-phone status, sign-in and device records, security and abuse-prevention events, country eligibility and preferences.
• Coordination information: your chosen profile details, needs, skills, preferences, location or service area, dates and availability, search requests, permitted matching calculations, invitations and connections.
• Conversations and agreements: content and attachments you send, permitted recipient information, agreement versions, both electronic signatures and related records, completion facts, complaints, reputation and reports.
• AI and voice information: prompts, selected relevant context, AI-derived structure and responses; audio or text needed for transcription, translation or speech. Audio may be transient in HELP's own service, but the retention of actual outside providers must be disclosed separately.
• Commercial information: plan and credit entitlements, purchased lots and origin, transactions, billing/subscription references, technical holds and debits for AI work with their reason (your history), returns and disputes. Card processing is performed by authorized payment providers; do not send card secrets through chats.
• Service events: support requests, administrator actions, relevant usage/diagnostics, necessary site security or anti-bot information. Optional analytics and marketing, if enabled, follow their own controls.

We receive data from you, people interacting with you, service events and enabled providers. If another participant provides your details, that does not automatically make those details public or authorize unrelated contact.

3. Purposes and legal bases

We use information to provide your requested account, matching, communications, agreements and purchased services, generally where necessary for a contract or requested pre-contractual steps under GDPR Article 6(1)(b). Relevant security, fraud prevention, service reliability and proportionate dispute administration may rely on our legitimate interests (Article 6(1)(f)), subject to necessity and balancing. Particular accounting, tax and lawful regulatory requirements rely on the applicable legal obligation (Article 6(1)(c)). Optional marketing, non-essential access/storage on your device and shared-AI-learning uses may require separate consent (Article 6(1)(a)), together with relevant ePrivacy rules.

Different purposes can have different legal bases and retention rules. Accepting our Terms or acknowledging this Policy is not blanket consent to unrelated purposes. Particularly sensitive information (for example health, beliefs or criminal-offence details) can need extra safeguards and a separate legal condition; HELP does not authorize users to upload more of it than necessary. Eligibility for processing particular sensitive data must be determined before enabling a feature that requires it. Special categories of data, such as sexual orientation, are recorded only from what you yourself say, on your explicit consent, and are visible only to you by default (“Only me”).

4. Privacy, matching and sharing

Your visibility options (PRIVATE, NETWORK and PUBLIC) control intended audiences; matching can be enabled separately. A computed match is not itself permission to disclose your identity, private text, contact details or exact address, nor to send a message to another participant. You choose what to disclose in each supported interaction. Other participants may keep copies of information you knowingly send; HELP cannot guarantee removal of copies held independently and lawfully by others.

We share the information necessary for a requested interaction with its intended participant, authorized staff with a legitimate need, and enabled providers involved in account verification, hosting, communications, AI, voice, purchases and security. We may disclose information in response to a valid legal obligation or lawful authority request. Professional participants may independently control information they obtain in their own business relationship; the relevant professional must inform people of their separate duties.

Phone number and SMS. A verified phone number is used for sign-in and security codes, to protect accounts against abuse and to check the country of the phone (Terms of Service, PUB-01, section 1). Text messages (SMS) have a monthly limit; when it is reached, a sign-in or confirmation code is sent to your e-mail instead, and checking a phone number waits until later. HELP has no list of allowed countries for SMS: sending SMS to a destination is blocked only when abuse (artificially inflated SMS traffic) has been shown or sanctions require it. We do not sell or share your phone number or SMS consent with third parties or affiliates for marketing or promotional purposes; the provider that delivers our SMS (AWS) receives the number only to send the message.

Finding people by phone number (mobile app). You decide whether other members can find you by your verified phone number (“Let people find me by my number”); this is off by default. If you allow HELP to check which of your phone contacts are already in HELP, your phone normalises and hashes your contacts' numbers on the device, and the server compares these hashes only with the verified numbers of members who have switched on “Let people find me by my number”. Numbers of people who are not members are not stored and are not used for anything else. Both choices need your consent; you can withdraw it in the settings at any time, and the related hashes are then deleted at once.

Order of the people shown. When HELP shows the people found for a matter, it puts them in an order; the main factors and their weight are described in the Terms (section 3A). For this purpose HELP uses: how the request and the offer match (time, place, form and the perception codes of the request and the offer themselves — codes only, never words; your personal observations in “Only me” are not used); the person's reputation, only as far as the person viewing is already allowed to see it; ratings of past helps, counted separately when both sides confirmed them and when only one side did; whether a rating came from an account with a verified phone number; and when the person last updated their entry in substance. The order is calculated by rules, without AI models, and it does not decide anything for you: you choose whom to contact. Payments, plans, special categories of data and complaints are not used for the order.

External place, route and product information

Where enabled, HELP may ask external map, place or information services to retrieve requested public facts. We aim to send the minimum data needed: for example a public place identifier, public URL or a search description. A private exact address used for routing must not be sent to an outside place-search provider where HELP's own routing service can perform the route. Provider roles vary: some suppliers process data for HELP, whereas an external information provider such as Google may independently control data it receives. Licensed retrieval services may retain some publicly retrieved information under their own terms. The enabled providers, precise fields, roles and processing countries must be identified in the verified recipient register before that route is opened.

4A. Network participation, verified invitations and achievement data

For Suspended Help support, necessary personal-purchase records and the credits assigned to the company-operated assistance programme are distinct from the payer's own AI Credit balance. The company may also grant its own resources under a separate origin. Recognition counters, where enabled, derive only from eligible verified personal purchases after valid reversals and privacy protections, not from arbitrary company expenditure. Individual beneficiaries and their account details are not publicly identified through the purchaser's recognition badge.
Eligible adult participants admitted through a valid access code may participate in permitted discovery on equal ordinary terms. Indexing or proposing a capability or need follows the account's separately chosen visibility, matching and audience permissions. Calculating a compatibility result is not disclosing a person or initiating contact; there may be no contactable result even if some candidates exist behind privacy, safety, geography or time filters. HELP does not substitute fictional people for real matches. A suggestion to share a request or invite a contact requires a separate user action; HELP does not automatically send a person's request or contact list to others.

For limited invitation codes and the Access route, HELP records the necessary issue, redemption, referral attribution and verified qualification events. Qualified invitations, not merely sent links or clicks, may count toward voluntary lifetime network achievements. We use reasonably necessary fraud and duplicate-account protections, maintain access to correction/appeal and do not publish the identity of people invited by someone merely because a badge was awarded.

If a member invites you. A HELP member who wants to invite you may give HELP links or a short description about you so that the invitation can be prepared. HELP uses this information only for that invitation and to show you a notice about it on the invitation page. If you do not join, it is deleted no later than 90 days after it was given to HELP. You have the right to object: choose “Object and delete” on the invitation page, and HELP deletes the information at once and cancels the invitation.

Where an optional achievement program is enabled, HELP may record the stable badge identifier, the policy version, award timestamp, supporting verified event references, exceptional corrections and a private progress counter. For Suspended Help achievements, the private eligible support total is derived from payment/credit origin records; it is not a second customer cash account and is not disclosed to other participants. A monetary badge's publicly known threshold can nevertheless reveal a minimum approximate value of support. The financial-achievement badge is therefore private by default and shown to others only after an informed display choice; recipient names, purchase receipts and exact support totals remain private. Other badge visibility follows the user's chosen settings.

Where separately authorized, Suspended Help 2.0 may process help-alert preferences (categories, region, time window, maximum amounts, frequency and pause), the requester’s separately authorized de-identified need card, candidate eligibility, notification/exposure history and response choices. Being ready to help does not authorize any payment. Identity disclosure by an anonymous supporter needs a separate choice by that supporter and recipient. For these processes, HELP uses only the necessary records under the applicable lawful bases and retention periods specified in its approved schedule; payment and legally required accounting records are retained separately.

5. AI memory, quality records and optional shared learning

Personal AI memory is used for the individual's own HELP experience and does not automatically become material for a general shared model.

Just Tell sessions and personal hints. HELP keeps your Just Tell sessions, including unfinished ones, until you delete them (in My HELP or by asking in Just Tell) or delete your account; there is no automatic deletion. Your own sessions are used for personal hints and reminders and for “Same as last time”: a step may pre-fill your own earlier choice from your own sessions, with a visible mark; you can remove it (“Clear the pre-filled choice”) or ask HELP to “Forget” it. These hints are visible only to you, are not passed to other people or to AI models and are not used for shared patterns. For these hints HELP never remembers amounts, recipients or other people, secrets, exact addresses, health or other special-category information. You can switch personal hints off at any time with “HELP hints”; then nothing is remembered or pre-filled for them. So that you can search your own sessions by meaning, HELP creates a personal search vector of your own text; it is visible only to you, is not used for matching, is deleted together with the session or the account and is included in your data export.

Personal memory of your affairs. To do its work, HELP keeps a personal memory of your affairs: facts of a case that you have confirmed (the result you expect, in your own words; time, place and form, stored encrypted; links between tasks and projects; the result confirmed in “How it went”) and observations that HELP makes during a case, recorded as codes (for example perceptions, dynamics and steps). Observations are assumptions made to understand you better, not verified facts. They serve your own further work with HELP, including future features that help you organise your affairs. This memory is part of the service we provide to you (GDPR Article 6(1)(b)). It is “Only me”: it is not used for matching, is not shown to the other party and is not passed to other people. Tone and perceptions are used only to understand you and to communicate with you, never to persuade you or to sell to you. You can ask HELP to correct an observation. Pausing learning stops only shared learning; your personal memory keeps working, because it is part of how the service works. When you delete a case, its observations are withdrawn and no longer used; when you delete your account, your personal memory is erased. Your data export includes this memory, with the codes explained. Shared learning between people uses only codes and generalised groups, never your exact words.

Items you save for yourself. What you save with “Save for myself” is your personal data. This includes your question saved together with an answer from outside HELP, and a copy of a voice message from the other participant of a case. Such items are “Only me”, are kept until you delete them, are erased with your account and are included in your data export. HELP's AI models read them only in your own conversations, to understand your situation better, and never for matching, for the other party or for shared learning from exact words. Adding such an item to a case (“Add to the case”) is a separate deliberate action and follows the rules for case attachments.

Operational AI-quality records (T0) are distinct from training: under HELP's retention policy, encrypted processing text is kept for a standard 30 days, extended only for a specific unresolved processing or investigation need, for up to 90 days; limited event codes and metrics may be kept for 12 months. Access is limited to authorized purposes, and applicable rights to deletion or restricted retention remain.

Fixing understanding errors. To find and fix an error in how HELP understood a conversation, HELP may keep individual phrases from it in de-identified form (without names, contacts, addresses or numbers). Only the HELP team can access them, and they are deleted after the fix.

“Help improve HELP” is a separate, optional shared-learning choice. It is off by default and requires specific, informed, freely given permission before any eligible personal content is used for that additional purpose; refusal does not remove core HELP functions. Consent can be withdrawn as easily as it was given for future use. A participant cannot consent for another participant's private messages or a child's specially protected information. We do not treat this option as permission for external AI providers to train their own models. The exact consent text and scope must be approved before the option is enabled.

Shared patterns. This count is not running yet. When it is enabled: if you have switched on “Help improve HELP”, HELP may count frequent scenarios once a week from function codes only, without your words, names or parameters. A pattern is shown only if at least 20 different people stand behind it. After you switch this option off or delete sessions or your account, you are left out of the next count, at the latest within 7 days; anonymous counters already shown are not withdrawn.

Personal session memory, attention and interest. HELP maintains a person's encrypted personal session memory to understand requests and formulate coherent plans across their own roles, goals and tasks. Depending on the function used, this includes submitted messages, text entered and revised before submission, the sequence of corrections, input methods, pauses and relevant interface signals. These records may persist in the user's session and be used by HELP AI when providing that user's service. They are not shared with other participants, used for advertising or fed into general model training. The person can review and delete their sessions. Removing a session does not automatically remove separately created plans and tasks, which remain manageable as personal data under this Policy. Access by authorized processing systems and relevant contracted AI providers, where needed to generate the requested result, is different from public access. Encryption does not mean the AI is incapable of processing permitted content. Applicable data-subject rights and justified retention exceptions remain in force.

Optional improvement of HELP. 'Help improve HELP' is off by default and uses a separate revocable permission. HELP improves its own rules, prompts, settings and quality checks; it does not train its own foundation model or authorize external AI providers to train their models. Shared pattern statistics use de-identified codes and groups of at least 20 people, subject to assessment that re-identification is not reasonably possible. De-identified exact fragments may be retained only to investigate a specific documented defect and deleted after the fix or at the applicable justified retention deadline. The user's private wording, personal rules, and private statistics are not used to personalize other people's services. Provider no-training and retention statements must be supported by the applicable provider contract and actual service configuration.

Comparing cases when people turn up. When people turn up for a case, HELP compares the need with each offer inside HELP: the two approved cards, each side's own session codes and the vectors of the two sessions. It keeps one result per pair, as codes only, never your words. Nobody else sees it: each side sees only the other's published card. Today this comparison changes no order shown and decides nothing. Case comparison uses only data lawfully available for that purpose. The comparison is deleted when both sides have told how the case went, when the case closes, after 30 days and with your account; an audit code with no content stays.

Mandatory consistency checks of your own affairs. HELP performs real-time and scheduled batch checks of linked plans, cases, tasks, goals and roles to detect inconsistencies as data changes. Results are presented as recommendations or proposed tasks for the person's confirmation; HELP does not automatically implement proposed substantive plan changes. These checks currently run by rules and are free. If HELP adds a chargeable check that uses AI, it debits the person's available plan allowance and then AI Credits, as described in PUB-07, and stops when the authorized available balance is insufficient; existing findings remain available. The core checking process is not an optional behavioral analytics feature. No negative balance or automatic bank-card top-up is created.

6. Where data is processed and how it is protected

HELP uses both device-local data and server-side processing. Certain fields and records are encrypted and access-controlled. Device signing keys are intended to remain on the participant's device. This is not a blanket promise of end-to-end encryption, exclusively device-local processing or zero access by authorized systems.

HELP's primary European application data region is Frankfurt, Germany, where the corresponding service is deployed. Data may also be processed in other countries by authentication, support, AI, voice, payment, delivery and infrastructure providers. If CloudFront is approved and enabled, HTTPS may terminate at a worldwide edge location (including outside the EEA) before a separate protected connection to the origin. Caching private responses must be disabled, but this alone does not imply that IP addresses, request metadata and all operational logs are absent. For actual service routes, this Policy and the applicable provider information describe relevant recipient categories, processing territories and safeguards, such as adequacy decisions or contractual mechanisms. No guarantee of exclusively EEA processing is made.

6A. Providers we use

HELP uses the providers below. Each receives only the data needed for its task.

• Hosting, databases and backups: Amazon Web Services (AWS), Frankfurt region (EU).
• Files: user files are stored by Amazon Web Services (Amazon S3, Frankfurt region, EU) in encrypted form under our data processing agreement with AWS. A deleted file becomes unavailable at once and is permanently erased after about 16 days, unless a lawful requirement to keep it applies.
• Service e-mails (e-mail confirmation codes, sign-in codes, security notices, receipts and notices about your requests) are sent by Amazon Web Services (Amazon SES, Frankfurt, EU); reserve sender: Resend.
• SMS and WhatsApp: codes and security notices by SMS and WhatsApp are sent by Amazon Web Services (AWS End User Messaging, Frankfurt, EU); WhatsApp messages are delivered by Meta Platforms (WhatsApp Business); reserve SMS sender: Vonage. Your phone number is passed on only to deliver the message.
• Voice: voice input is recognised by Amazon Web Services (Amazon Transcribe, Frankfurt, EU). Spoken replies (in some languages) are produced by Amazon Polly (Frankfurt, EU). Audio from voice input is used only for recognition and is not kept by HELP after processing. A voice message that you send in a conversation is kept as a file, like other attachments.
• AI models: the AI models HELP uses (for example Claude by Anthropic) run on Amazon Bedrock (AWS). Bedrock uses a global route: the data of an AI step may be processed in any AWS region, including outside the EEA. Search vectors (embeddings) are created by Amazon Titan (AWS). To answer faster, HELP keeps a shared index of the cleaned meaning of requests, without names, numbers, addresses or contacts, for 30 days; from this index HELP returns only a plan, never another person's data.
• More voices: for languages Amazon Polly does not cover, spoken replies are produced by Microsoft Azure AI Speech (East US 2, USA). It receives only the text of the reply to be spoken (up to 2,000 characters), the voice and the language; Microsoft does not keep them.
• Claude Platform on AWS: AI steps with web search and agent work may run on Claude Platform on AWS, where Anthropic acts as HELP's processor; the data of such a step may be processed outside the EEA. For a web search HELP sends only the search words of your request, checked to contain no personal data.
• Microsoft Azure OpenAI (East US 2, Global Standard: processing may take place in another Microsoft region): where HELP runs an AI step through Microsoft Azure OpenAI, Microsoft receives the text of the phrase, the language and the market, without your name, contacts or account number. For abuse monitoring Microsoft may keep requests and replies for up to 30 days. They are not used for training and are not passed to OpenAI.
• Phone calls: where available, calls HELP's AI assistant makes for you go through Amazon Web Services (Amazon Connect); their sound is not recorded.
• Places and routes: searches for places nearby and routes use Amazon Web Services (Amazon Location).
• Sign-in: WorkOS (sign-in and sessions).
• Payments: Stripe (card payments, subscriptions, tax calculation, refunds and disputes). Purchases inside the mobile apps are handled by Apple (App Store) or Google (Google Play) under their own terms.
• Mobile notifications: push notifications in the mobile apps are delivered through Expo and the Apple and Google push services.
• Cloudflare: domain names (DNS), the “I am not a robot” check and access protection for HELP's test sites. Only during an attack, when HELP switches on its highest protection level, Cloudflare temporarily works as a proxy in front of HELP, and all traffic then passes through Cloudflare.
• Campaign bots: if you write to a HELP campaign bot in Telegram or WhatsApp, the messages pass through Telegram or Meta (WhatsApp) under their own terms.
• Advertising platforms (only with your “Marketing” consent, see the Cookie Notice): Google and Meta receive the ad click identifier, the time and type of the event and a hash of your internal HELP number, under their own terms; never your name, contacts, IP address or the text of your cases.
• HELP's own statistics: interface events (codes only) and page speed and error measurements are processed in AWS (Amazon Data Firehose, Amazon S3, Amazon Athena, Amazon CloudWatch RUM).

If we add or change a provider, we update this list first.

7. Retention, deletion and security

Different types of information are retained for the time needed for their stated purpose and legally justified periods. Active profile and service records are governed by use, deletion requests and the applicable lifecycle. Separate accounting, contractual, dispute, security or legally required records may need longer restricted retention. Backups and provider copies follow their verified deletion schedules; restoring a backup must not put deleted personal information back into ordinary use. Section 10 (“Retention periods”) lists each category of information, its period and the event from which that period runs; a period that runs from a later event (for example account closure, the end of a financial year or a final decision) is not counted from the day the information was collected. Encrypted operational AI traces (T0) and your Just Tell sessions are different things: T0 traces are deleted after their short period, while your sessions are your own history and stay until you delete them or your account.

Closing an account starts a controlled process, not an instant erasure of every copy. Where required, we remove or anonymize information and document narrowly justified exceptions. The Account Closure and Data Rights Notice gives more detail. We do not claim that the mere removal of account access proves completion of deletion.

8. Your rights and choices

Subject to applicable conditions, you may request access, correction, erasure, restriction, portability or object to certain processing. You may withdraw consent, including optional marketing and shared learning, without affecting lawful processing before withdrawal. We may request reasonable identity verification to protect against unauthorized access or erasure.

For covered GDPR requests we normally respond within one month, explaining any lawful extension within that initial period. Contact the verified privacy channel or the published account-rights route. You may complain to the Danish Data Protection Agency (Datatilsynet) or another competent authority.

HELP AI helps present choices but does not make solely automated legally or similarly significant adverse decisions about suspensions, payment disputes or human-reviewed appeals. Material future changes to that authority require a new rights and risk review; temporary automated safety or eligibility gates are not proof of wrongdoing.

9. Changes and contacts

Material changes to this Policy will be communicated appropriately. A revised Policy does not turn a previous refusal into consent. Controller contacts, the list of providers (section 6A) and the effective version are provided through the published legal information.

9A. User-connected external AI assistants (V5.2)

A user may voluntarily connect an independently supplied assistant such as ChatGPT, Claude or Grok using the permissions displayed by HELP. The assistant can send user-authorized proposed needs, descriptions, profile or business-profile drafts, candidate suggestions, privately selected candidate references, and associated supporting material. HELP does not treat received drafts as published, signed, paid or transmitted to another participant. With the user's authorization, HELP returns only the user’s own data and non-personal synthetic or aggregate results within the specific connector scope. Information relating to another identifiable participant—including a real candidate profile, contact details or a signed agreement—is not transmitted to an external assistant without a further distinct, legally reviewed authorization; the present V1 assumption is to prohibit that transfer. The connection never grants an automatic right to browse hidden member profiles, execute payments, sign, disclose direct contacts or publish anything.

Showing the assistant all your items. By default a connected assistant sees only the items made through it. If you separately allow it (“Show the assistant all my items?” → “Allow”), the assistant can see the list of all your items in HELP: title, status, next step, number of offers and date. It does not see other people's names, contacts, addresses or amounts. This permission is off by default; you can turn it off at any time in “Connected apps”, and disconnecting or reconnecting the app resets it. HELP does not read your ChatGPT, Claude or Grok conversations; it receives only what the assistant sends through the connection.

HELP's connector-draft retention periods, measured from their creation or last authorized update, are: general connector drafts up to 7 days, business-profile drafts up to 72 hours, and private candidate-selection drafts up to 24 hours. Temporary retention after a user revokes a connection may be needed only for narrowly justified legal, security or documented backup obligations. Users can revoke an assistant's access in HELP. HELP keeps a record of the last revocation until the account is deleted, so that old access cannot be used again and the assistant cannot silently reconnect. Revocation stops future authorized access but does not itself delete prompts, conversation history, downloaded files or records separately held by OpenAI, Anthropic, xAI, the user or another provider; the user's account settings and that provider's terms govern those copies.

Data transmitted from an independently operated consumer assistant may be processed by that assistant's provider under its separate privacy terms, preferences, international transfer arrangements and account settings. HELP must provide a current, provider-specific description of recipient identity, scope, legal basis, countries, retention and relevant user rights before enabling the connection; legal controller/processor roles are determined by the facts and arrangements, not assumed in advance. Never transfer children's data or third-party private information beyond a specifically lawful, minimized and authorized scope. HELP accounts remain 18+.

9B. User-provided artifacts, photos and location details (V5.2)

Assistants may provide files, images, public place references, private addresses, available times, research on routes or prices and source references through an authorized HELP upload or connector route. Until the account holder separately confirms an eligible action, these are private draft assertions supplied by the assistant, not independently verified facts, public offers or information shared with another participant. An exact home address is stored as a restricted encrypted draft and is disclosed to a specific recipient only after the user deliberately selects a distinct “Share address” action, subject to law and safety limits. Photos remain visible only to their account holder until image-moderation and disclosure controls are lawfully in place. Price estimates and routes received from assistants remain private to that user unless separately approved for disclosure.

HELP should remove unnecessary EXIF and geolocation metadata before an image or file is redistributed; stripping must be confirmed by technical tests and cannot itself eliminate identifiable faces or hidden personal information. Uploaders should avoid third-party identities, visible children's faces, documents, account details and other personal or special-category information unless a specific lawful basis and minimization review supports its processing. Files or photos sent directly through ChatGPT/Claude are also subject to those independent providers' privacy terms; HELP cannot delete external copies merely by deleting a HELP draft.

10. Retention periods

What happens to information

HELP does not keep every category of information for the same length of time. While an account is active, the information needed to use the profile, search, messages and agreements is kept. A user can delete the relevant content or close the account. On closure, the personal profile, ordinary messages and AI matching results are deleted or anonymized unless something else is necessary for a lawful claim, the rights of other participants or the performance of a financial obligation.

Main periods

Restricted retention after deletion

Accounting, tax and certain contractual evidence may be kept with restricted access after an account is closed; it is not used to create a new profile, for advertising, ranking or search. If a record contains unnecessary texts or identifiers, they are deleted regardless of the necessary financial evidence.

In particular cases longer retention may be required for an unresolved dispute, a court decision, an investigation or another specific legal obligation. Each such hold is documented and ends when its basis ends. When information is no longer needed, HELP deletes it or irreversibly anonymizes it.

Backups and external services

If an individual file cannot be deleted directly from a backup, HELP prevents the information from reappearing after a restore: it applies the journal of deletions already carried out before the database returns to service. External payment or AI providers may keep their own records on their own legal grounds — HELP discloses the relevant rules separately.

Your rights

You may request access, rectification, erasure and restriction of processing under the applicable law. In its reply HELP explains which information was deleted, which minimal evidence is temporarily kept and on what basis. The available channels are listed in this Privacy Policy and in the Account Closure and Data Rights Notice.