Helpora Support Privacy Policy

What Helpora Support does

Helpora Support is a chat assistant that a business (our customer) adds to its website. Visitors to that website ask questions in the chat, and Helpora answers from the help content the business has provided. Conversations can be handed over to the business's own support team.

Two kinds of people, two roles

• The business that installs Helpora on its website decides what help content is loaded and what happens to the conversations. For website visitors' personal data, the business is the Data Fiduciary and Sonkawade Labs is the Data Processor acting on its instructions.
• Website visitors who chat with Helpora provide the messages and any contact details they choose to share.

Information we may process

• Messages typed by a website visitor into the chat, and the assistant's replies.
• Contact details a visitor voluntarily provides, such as name, email address or phone number, when asking to be contacted or escalating to a person.
• Voice input, where the business has enabled the voice feature and the visitor chooses to speak instead of type.
• Account details of the business's own staff who sign in to the dashboard.
• Help content, FAQs and approved links uploaded by the business.
• Technical logs, including the website the chat was opened from, timestamps and error records, required for reliability and abuse prevention.

How we use the information

• To understand a visitor's question and produce an answer from the business's own help content.
• To pass a conversation, with its history, to the business's support team when a person is needed.
• To show the business its own conversations and question trends in the dashboard.
• To monitor abuse, errors and service reliability.

AI processing

Conversation content is sent to third-party AI providers to generate answers and, where voice is enabled, to convert speech to text and text to speech. These providers process the content to return a response and act under contract. Do not enter passwords, payment card numbers or other sensitive credentials into the chat.

Separation between businesses

Each business's conversations and help content are kept separate and are not used to answer another business's visitors.

Storage, security and location of processing

• Data is stored on cloud infrastructure used to operate the service, including database and hosting providers engaged by Sonkawade Labs. Processing takes place in India and, where a provider operates outside India, in that provider's regions under contractual safeguards.
• We use reasonable safeguards such as access controls, encryption in transit, encryption at rest where configured, environment-based credentials and audit logging.
• No method of storage or transmission is completely risk free. You remain responsible for securing your own devices, accounts and credentials.
• The sonkawadelabs.in website itself does not set cookies and does not run analytics or advertising trackers. Web fonts are loaded from a third-party CDN, which may receive your IP address as part of a normal web request.

Third-party sharing policy

We share personal data only where reasonably necessary with:

• Service providers acting for service delivery — hosting, database, messaging, telephony, speech and AI processing providers, and support vendors.
• Cashfree Payments, our payment partner, for any payment made for the service. Card and bank details are entered on Cashfree's own checkout and are not stored by Sonkawade Labs.
• Regulators, courts, law enforcement or government bodies where disclosure is required by law or lawful order.
• A lawful successor in the event of a merger, acquisition or business transfer, subject to applicable safeguards.

We do not sell personal data to third parties.

Data retention

We retain data only as long as reasonably necessary to operate Helpora Support, troubleshoot issues, satisfy legal obligations, and handle deletion or support requests. Security logs, payment references and compliance records may be retained longer where needed to protect lawful interests or satisfy a legal obligation.

Legal basis and Indian law

We process data on the basis of your consent, our customer's instructions, the requirements of delivering the service you asked for, legitimate uses permitted under applicable Indian law, and compliance obligations. This Policy is to be read with the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023.

Consent and withdrawal (DPDP Act, 2023)

• By sending a message in the Helpora chat window, you consent to the processing of that message, and of any details you choose to include, for the purpose of answering your question and, where needed, passing it to the business you contacted.
• You may withdraw consent at any time, as easily as it was given, by closing the chat and asking the business to delete your conversation or emailing sumitsonkawade@sonkawadelabs.in. After withdrawal we stop processing your data for future requests; processing already completed remains lawful.
• You may nominate another individual to exercise your rights in the event of death or incapacity, as provided under the Digital Personal Data Protection Act, 2023.
• This notice is published in English. A copy in Marathi, Hindi, or another language listed in the Eighth Schedule of the Constitution of India may be requested by email.

Your rights

Subject to applicable law, you may request:

• Access to a summary of the personal data we process about you.
• Correction or updating of inaccurate personal data.
• Deletion or erasure of your data, subject to lawful retention exceptions — see the Data Deletion Instructions.
• Withdrawal of consent for future processing where consent is the basis.
• Information about the categories of third parties with whom data is shared.
• Grievance redressal and, if unsatisfied after our response, a complaint to the Data Protection Board of India as provided under the DPDP Act, 2023.

Children

Helpora Support is intended for users aged 18 and above. If you are a minor, use Helpora Support only with the consent and supervision of a parent or lawful guardian.

Data deletion requests

You may request deletion of data related to Helpora Support by emailing sumitsonkawade@sonkawadelabs.in with the subject Helpora Support Data Deletion Request. Full instructions, including what can be deleted and what we may have to keep, are on the Helpora Support Data Deletion Instructions page. We respond to deletion requests within 30 days.

Grievance redressal and the Data Protection Board of India

• Grievances are acknowledged within 48 hours and resolved within 30 days of receipt, or within any shorter period prescribed under applicable law.
• If you are not satisfied with the response of the Grievance Officer after exhausting this process, you may file a complaint with the Data Protection Board of India in the manner prescribed under the DPDP Act, 2023 and its rules.

Personal data breach

In the event of a personal data breach affecting data under our control, Sonkawade Labs will notify the Data Protection Board of India and the affected data principals in the form and manner, and within the timelines, required under the DPDP Act, 2023 and the rules made under it, and will take reasonable steps to mitigate harm.

Changes to this policy

We may update this Privacy Policy from time to time. Updated versions are posted on this page with a revised "Last Updated" date. Continued use of Helpora Support after an update means the revised Policy applies to the extent permitted by law.