Privacy policy

Who we are

HelpWich provides a shared inbox and related tools at helpwich.com. For questions about this policy, email hello@helpwich.com.

If you use HelpWich to answer customer email, your workspace is the controller of that customer data. HelpWich is the processor. The Data processing addendum describes that relationship.

What we collect

We collect only what the product needs to run your workspace.

• Account data: name, work email, password hash or single sign-on identity, role, and security settings such as two-factor and passkeys.
• Workspace data: inbox connection details (stored encrypted), conversations, messages, notes, attachments, customer profiles, tags, saved replies, docs, CSAT ratings, and audit logs.
• Billing data: plan, invoices, and payment references handled by Stripe. We do not store full card numbers.
• Usage data: sign-in sessions, device hints we need to keep a session safe, and operational logs (notifications, webhook deliveries) that we later delete on a schedule.

How we use it

We use this data to provide the inbox, docs, reports, billing, and security features you turned on. We do not sell personal data. We do not use customer support mail to train public AI models.

Legal bases (GDPR)

For your own account: contract (to provide HelpWich) and legitimate interests (security, fraud prevention, and keeping the service reliable).

For people who email your workspace: we process that mail on your instructions as processor. You are responsible for telling those people how you use HelpWich.

Sharing

We share data only with services required to run HelpWich, such as Stripe for payments and the mail servers you connect (IMAP, SMTP, or forwarding). Those mail servers belong to you or your provider, not to us.

We may disclose data if the law requires it, or to protect the service from abuse.

Retention and deletion

Conversations, customers, and files stay until you delete them or you delete the workspace. Owners and admins can erase a customer (and their threads and files), delete an inbox, or delete the whole workspace.

Operational rows are removed on a schedule: read notifications after 30 days, unused sessions after 14 days, webhook deliveries after 30 days, and audit logs after 730 days.

If you close a workspace, we cancel billing, remove memberships, and delete the workspace data. If that was the owner’s only workspace, we also remove that login (platform operators are kept).

Your rights

Teammates can update their profile in the app. Workspace owners and admins can erase a customer from that person’s profile. To export or delete your own account data, or if a right cannot be completed in the app, email us.

Email hello@helpwich.com. We will need enough detail to find the workspace and confirm you are allowed to make the request.

Security

Mail credentials are stored encrypted. Sessions use httpOnly cookies. Mutating requests are checked for same-origin / CSRF. Access to an inbox can be limited by role and inbox membership.

Children

HelpWich is built for work teams. We do not offer the product to children.

Changes

We will update this page when the product’s data practices change. Last updated 17 August 2026.