Privacy Policy
Last updated September 8, 2026
HelpHQ is a customer support application for Shopify stores. This policy explains what data we collect, why, and what we do with it. It covers both the merchants who install HelpHQ and the shoppers who contact them through it.
Who we are
HelpHQ is operated by DreamCo. Reach us at support@helphq.app with any question about this policy or data we hold.
Data we collect from merchants
When you install HelpHQ on your Shopify store, we receive:
- Your store domain, store email address, and store name
- The name and email of the staff member using the app, so replies and actions are attributed correctly
- Settings you enter, such as a notification email or Slack webhook
Data we collect about your customers
When someone contacts you through HelpHQ, we store that conversation so you can respond: their name, email address, the messages they send, and any order number they provide.
With your permission, HelpHQ also reads order and customer information from Shopify to show alongside a conversation — order status, fulfilment and tracking, line items, and how much that customer has previously spent. We read this when a ticket is viewed. We do not copy your order catalogue into our systems.
We do not request customer addresses. Shopify treats address data as protected customer data, and HelpHQ does not ask for it.
Why we process this data
- To show you your customers' messages and let you reply
- To deliver those replies by email and receive the responses
- To show order context next to a conversation
- To notify you when a new ticket arrives
- To keep the service secure and prevent abuse and spam
We do not sell personal data. We do not use the contents of your customer conversations to train machine learning models. We do not use your data for advertising.
Service providers
HelpHQ relies on a small number of processors, each receiving only what it needs:
- Shopify — authentication, and the order and customer data shown in the app
- Resend — sending and receiving the emails exchanged with your customers
- Hetzner — hosting and database storage, in the European Union
- Slack — only if you choose to connect a channel
Where data is stored
Application data is stored on servers in the European Union. Email is processed in the United States by Resend. Transfers are covered by standard contractual clauses.
How long we keep data
Ticket and message data is kept for as long as HelpHQ is installed on your store. If you uninstall, we delete your store's data within 90 days. You can ask us to delete it sooner by email.
Security
Data is encrypted in transit using TLS and encrypted at rest. Access credentials for connected services are encrypted before storage. Access to production systems is limited to personnel who require it.
Your rights
Depending on where you live, you may have the right to access, correct, export, or delete personal data we hold about you, and to object to certain processing.
If you are a shopper who contacted a store using HelpHQ, that store controls your data and is the right first point of contact. We will assist them in responding. You can also write to us at support@helphq.app.
HelpHQ supports Shopify's mandatory data request, customer redaction, and shop redaction webhooks, so requests made through Shopify reach us automatically.
Children
HelpHQ is a business tool and is not directed at children. We do not knowingly collect data from anyone under 16.
Changes to this policy
If we make a material change, we will update the date at the top of this page and notify merchants by email before it takes effect.