HelpWithDocument Privacy Policy

Auradenta Ltd, trading as HelpWithDocument, is responsible as data controller for personal information relating to your HelpWithDocument account, billing relationship, support communications, website use, security and the operation of the service where HelpWithDocument determines why and how that information is used.

When a Business or API customer submits personal information on behalf of its own customers, employees, clients or other individuals and determines the purpose of that processing, HelpWithDocument may act as a data processor on behalf of that Business customer. Where required, that processing will be governed by appropriate data-processing terms.

HelpWithDocument is a trading name of Auradenta Ltd, a private limited company registered in England and Wales.

Company number: 16656621

Registered office: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ

Privacy contact: contact@helpwithdocument.com

This Policy applies to the HelpWithDocument website, document tools, accounts, subscriptions, customer support, Business services and API access.

It should be read together with our Terms & Conditions, Cookie Policy and Security information. Those documents deal with contractual use, cookies and technical-security matters in more detail.

We may receive personal information:

• directly from you when you create an account, upload a document, buy a service, contact us or use a feature;
• from a Business or API customer that submits information through its authorised account or integration;
• from payment and billing systems when a payment, subscription, refund or charge status is returned to us;
• from email and authentication providers when you sign in, verify an email address or reset your password;
• automatically from your browser, application or device when you access or interact with HelpWithDocument;
• from error-logging, performance-monitoring and abuse-prevention systems operating on our infrastructure.

When you use a tool on HelpWithDocument, you submit document files, images, text or related instructions for processing.

Depending on the tool, your document may be:

• processed locally inside your web browser without leaving your device where browser-only processing is supported;
• transmitted to our temporary server-side conversion or OCR infrastructure to perform the requested operation;
• submitted to an external AI service provider where you explicitly use an AI-assisted feature such as summarisation, document question-and-answer, drafting, analysis or translation.

We process uploaded files solely to execute the action you requested, deliver the output, detect abuse and maintain platform reliability. We do not inspect document contents for commercial marketing or sale.

Temporary file availability operates as follows:

• When processing completes, your output document is placed in a private temporary download location.
• The standard active download window is two (2) hours from completion.
• While the download window remains active, you may choose to extend the window once by thirty (30) additional minutes, allowing a maximum active availability period of up to two and a half (2.5) hours.
• You can clear your file earlier at any time by selecting the immediate delete or clear option on the download screen.
• When the active download window ends, the download link expires and the file is permanently deleted from temporary storage during automated cleanup.

Uploaded source files and temporary server work files are cleared promptly after conversion or processing is completed.

Customer documents may contain varied personal data, including names, contact details, financial records, employment records, identification details, commercial contracts, or special-category personal data.

HelpWithDocument processes document contents purely as part of executing your requested task. We do not categorise, index, profile, sell or use personal data found within customer documents for marketing or model-training purposes.

You remain responsible for ensuring you have the legal right, consent or authority to upload and process any personal data contained within files you submit.

Where you use optical character recognition (OCR), text extraction, automated translation or AI-powered document features:

• your document text or file is submitted to the processing service or AI provider solely to generate the requested output;
• HelpWithDocument does not use your document content to train its own proprietary AI models;
• external AI providers are engaged under contracts requiring confidentiality, restricted use and prompt clearing of temporary request data in accordance with their operational security standards;
• outputs generated by AI features are provided for your review and you should verify their accuracy before relying on them.

If you register for an account, we may collect and store:

• your email address;
• authentication credentials, password hashes and security tokens;
• account status, plan type and subscription tier;
• verification status, email confirmation logs and password-reset timestamps.

We use this information to maintain your account, secure your access, authenticate your sessions, enforce plan limits and communicate essential service updates.

For Business accounts and API users, we may additionally collect:

• organisation name and billing contact details;
• authorised user details and administrative seats;
• generated API keys (stored in cryptographic hash format);
• API request metrics, credit usage records, rate-limiting counters and error telemetry.

API keys are secrets and should be protected. We store only cryptographic hashes of API keys; raw keys cannot be retrieved once generated.

When you browse HelpWithDocument, our servers and infrastructure providers automatically record routine technical requests, including:

• IP address;
• browser type, version and operating system;
• referring page and requested URL path;
• date, time and duration of requests;
• response status codes and network latency.

This information is used to ensure network security, defend against distributed denial-of-service (DDoS) attacks, debug server faults, monitor capacity and maintain platform availability.

Payment processing for paid subscriptions and credits is handled by our third-party payment provider, Stripe.

HelpWithDocument does not collect or store full credit or debit card numbers, expiration dates or security codes (CVC/CVV). That information is submitted directly to Stripe.

We receive and store only non-sensitive billing metadata from Stripe, such as:

• Stripe customer and subscription identifiers;
• the last four digits of your card, card brand and expiration month/year;
• billing country or postal code;
• payment status, invoice history, payment dates and refund records.

Under UK data protection law, we rely on the following lawful bases:

• Contract performance: To create and manage your account, execute file conversions you request, provide paid features and deliver customer support.
• Legitimate interests: To secure our systems, prevent fraud, debug technical errors, monitor server load, manage capacity and defend legal claims, provided these interests are not overridden by your privacy rights.
• Legal obligation: To maintain required accounting and tax records, comply with lawful statutory requests and meet regulatory requirements.
• Consent: Where you have given clear consent for specific cookies or optional communications, which you may withdraw at any time.

We do not sell, rent or trade your personal information. We share data only with trusted service providers subject to strict confidentiality and security obligations:

• Hosting and edge infrastructure providers (e.g. Vercel) for web serving and serverless execution;
• Database and authentication infrastructure providers (e.g. Supabase) for user records and authentication;
• Dedicated processing infrastructure (e.g. Hetzner) for server-side document conversion and OCR workloads;
• Payment processors (Stripe) for billing, invoicing and payment execution;
• Transactional email providers for account verification, password resets and billing receipts;
• Professional advisers, auditors or legal authorities where required by law.

Our primary infrastructure and service providers operate in the United Kingdom, the European Union, and the United States.

Where personal information is transferred outside the UK or European Economic Area to countries that have not received an adequacy decision, we ensure appropriate safeguards are in place, such as UK International Data Transfer Agreements (IDTA), standard contractual clauses (SCCs), or applicable adequacy mechanisms.

We retain personal information only for as long as necessary for the purpose for which it was collected:

• Uploaded files and outputs: Available for 2 hours (extendable once by +30 minutes up to 2.5 hours max), then permanently deleted automatically during scheduled cleanup.
• Account records: Retained while your account remains active and deleted or anonymised upon verified account closure, subject to statutory retention obligations.
• Billing and financial transactions: Retained for up to six (6) years following the financial year of the transaction to satisfy UK tax and accounting requirements.
• Server access and security logs: Retained for operational security and debugging, typically between 30 and 90 days, unless required longer for an ongoing investigation.

HelpWithDocument uses cookies or similar browser storage where needed to operate the website, keep users signed in, protect forms, maintain security, remember appropriate preferences and support website functionality.

Strictly necessary technologies may be used without consent where the law permits. For other technologies, we will seek consent or provide the required information and control where applicable law requires it.

Further information about the technologies we use, their purposes and available choices is provided in our Cookie Policy.

HelpWithDocument uses HTTPS with modern TLS encryption to protect information sent between your device and our service, together with access controls and other technical and organisational measures designed to protect information.

No internet service or computer system can guarantee absolute security. Our Security page explains our document-handling, access, reporting and security approach in more detail.

You can reduce risk by protecting your password and API credentials, keeping your device secure, signing out of shared devices and downloading files only to locations you control.

Where relevant information is still available, we may preserve, use or disclose it where required by applicable law, a court order or a lawful request from an authorised authority.

We may also process or preserve relevant information where lawful, necessary and proportionate to investigate or respond to suspected fraud, misuse, a credible security incident, a safeguarding concern, a serious unlawful activity or a serious risk to public safety.

Any exceptional preservation or disclosure will be limited to what is reasonably necessary for the relevant purpose. Once information has been cleared through our normal processes, it may no longer be recoverable.

We maintain procedures for identifying, assessing and responding to personal data breaches.

Where a breach is notifiable under applicable data-protection law, we will notify the relevant supervisory authority within the required legal timeframe and, where the law requires it because of a high risk to individuals, notify affected people without undue delay.

We also keep appropriate records of personal data breaches as required by law.

HelpWithDocument uses automation to process documents and produce requested outputs, but our current document tools are not designed to make solely automated decisions about you that have legal or similarly significant effects.

If we introduce a feature that uses personal information to make a significant solely automated decision, we will update our privacy information and provide any safeguards required by applicable law.

Depending on the circumstances and the law that applies, you may have rights in relation to your personal information, including rights to access, correct, erase or restrict information, receive certain information in a portable format, and object to particular processing.

Where we rely on your consent, you can withdraw that consent at any time. Some rights are subject to legal conditions, exemptions and limitations and do not apply in every situation.

To make a privacy-rights request, email contact@helpwithdocument.com or use our contact form. We may ask for information reasonably necessary to confirm your identity or your authority to act for another person before disclosing or changing personal information.

We will respond within the time required by applicable data-protection law. If a request is complex or involves information controlled by a Business customer, we may need to coordinate with that customer or ask for additional information.

You may have the right to object where we process personal information on the basis of legitimate interests or for certain other purposes.

If we ever use personal information for direct marketing, you have the right to object to that use at any time. Where that right applies, we will stop using the information for direct marketing.

To object, contact us at contact@helpwithdocument.com and explain the processing you are objecting to.

You can ask us to close your account and delete personal information where the right to erasure applies.

Account closure does not necessarily require deletion of every record immediately. We may retain limited information where reasonably necessary for legal obligations, accounting, fraud prevention, security, dispute resolution or the establishment, exercise or defence of legal claims.

Temporary document-tool files are handled under the separate file-availability and cleanup process described above and are not maintained as a permanent account archive.

If you upload a document containing personal information about another person, you are responsible for making sure you are legally entitled to submit and process that information.

Business and API customers must provide any privacy information and obtain any permissions or establish any lawful basis required for the people whose information they submit.

Where HelpWithDocument acts only as a processor for a Business customer, requests relating to the underlying document information may need to be handled by that Business customer as controller. We will provide reasonable assistance where required by our data-processing obligations.

HelpWithDocument is not specifically directed at children.

If we become aware that personal information about a child has been provided in circumstances that require parental, guardian or other lawful authorisation and that authorisation is missing, we will take appropriate steps in accordance with applicable law.

If an organisation enables children or students to use HelpWithDocument, that organisation is responsible for considering the additional privacy requirements that apply to its use and for providing appropriate supervision and information.

If you are unhappy with how we have handled your personal information, you can raise a data-protection complaint by emailing contact@helpwithdocument.com or using our contact form.

We will acknowledge a data-protection complaint within 30 days of receiving it, and our aim is to do so sooner where practical. We will take appropriate steps to investigate the complaint without undue delay, keep you informed where necessary and provide an outcome without undue delay.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK data-protection supervisory authority. Information about making a complaint is available from the ICO at ico.org.uk.

We may update this Privacy Policy when the service, our processing activities, technology or applicable legal requirements change.

The latest revision date will be shown at the top of this page. Where a change materially affects how we use personal information, we will provide additional notice where appropriate.

For privacy questions, rights requests, complaints or requests for further information about relevant service providers or international-transfer safeguards, contact:

HelpWithDocument

contact@helpwithdocument.com

Privacy Policy last updated: 25 September 2026