Privacy Policy
Effective Date: 1 July 2026
This Privacy Policy explains how Textly Inc., 3540 Toringdon Way, Ste 200 Unit #5130, Charlotte, NC 28277 ("TurboHelp," "we," "us," or "our") collects, uses, discloses, and protects information in connection with TurboHelp.com, our websites, our business operations, and the TurboHelp services.
This Privacy Policy does not replace Customer's privacy policy for Customer Properties. When we process Customer Data on behalf of a Customer, we generally act as that Customer's processor or service provider under our Data Processing Addendum.
1. Information We Collect
We may collect:
- Account information: name, work email, company name, role, password or authentication information, plan details, and workspace settings.
- Billing information: billing contact, payment status, tax information, invoice details, and payment processor identifiers. We may use payment processors and may not store full payment card numbers.
- Communications: emails, support requests, demo requests, sales calls, feedback, survey responses, and other messages.
- Usage Data: log data, feature usage, browser and device information, IP address, approximate location, pages viewed, referring URLs, error logs, performance data, and event data.
- Customer Data: data submitted to the Services by or on behalf of Customer, including support conversations, chat logs, messages, tickets, help center content, documents, prompts, Input, Output, feedback, handoffs, workflow traces, resolution status, escalation reasons, and human corrections.
- Website data: cookies, pixels, local storage, analytics identifiers, and similar technologies on TurboHelp.com.
- Third-party data: information from integrations, identity providers, analytics tools, payment processors, marketing platforms, or public sources where permitted.
2. How We Use Information
We use information to:
- Provide, operate, maintain, secure, and improve the Services.
- Create and manage Accounts.
- Authenticate users and prevent unauthorized access.
- Process payments, invoices, taxes, and renewals.
- Provide support, demos, onboarding, training, and customer success.
- Generate, route, summarize, classify, and evaluate AI-assisted support interactions.
- Analyze usage, performance, reliability, and product quality.
- Detect, prevent, and investigate fraud, abuse, spam, security incidents, and violations of our terms.
- Develop new features, models, workflows, and analytics.
- Send service notices, security alerts, administrative messages, and product updates.
- Market our Services, subject to applicable law and opt-out rights.
- Comply with law, enforce agreements, and protect rights, safety, and property.
3. Customer Data
Customer owns raw Customer Data. We process Customer Data to provide the Services to Customer and as described in our Terms, Data Processing Addendum, Product Privacy Notice, and Data Use and Model Training Addendum.
Customer is responsible for providing notices and obtaining consents from End Users where required.
End Users should contact the relevant Customer to exercise privacy rights relating to Customer Data.
4. AI Features and Model Improvement
TurboHelp may use AI features to generate Output, summarize conversations, route requests, classify issues, evaluate quality, and assist support teams.
Input and Output are Customer Data. AI Outputs may be inaccurate, incomplete, biased, unsafe, or unsuitable.
We may create De-identified Data, Anonymized Data, Aggregated Data, Usage Data, and derived analytics from Customer Data and use them during and after the customer relationship to operate, analyze, improve, train, fine-tune, evaluate, benchmark, secure, and support the Services and models.
Unless a Customer has opted out as described in the Data Use and Model Training Addendum, we may use Customer Data, including End User conversations, Input, Output, feedback, human corrections, resolution status, escalation reasons, handoffs, and workflow traces, to train, fine-tune, evaluate, benchmark, and improve TurboHelp models and AI systems. Customers may opt out of use of Customer Data for model training as described in the Data Use and Model Training Addendum.
5. Third-Party LLM Providers
We may use third-party LLM providers to generate Output and support AI functionality.
We contractually restrict third-party LLM providers from using Customer Data to train or improve their own models. Third-party LLM providers may process Input and Output only to provide, secure, monitor, or support AI functionality, subject to applicable subprocessor terms.
6. How We Disclose Information
We may disclose information to:
- Service providers and subprocessors that host infrastructure, process payments, send emails, monitor errors, provide analytics, support AI functionality, or help operate the Services.
- Customers, when information relates to their Account, Permitted Users, End Users, or Customer Data.
- Integration partners when Customer enables or directs an integration.
- Professional advisors such as lawyers, auditors, accountants, and insurers.
- Authorities, courts, or regulators where required by law or needed to protect rights, safety, property, or security.
- Transaction parties in connection with a merger, acquisition, financing, reorganization, bankruptcy, or sale of assets.
- Others with consent or direction.
We do not sell Customer Data as a stand-alone data broker product. We do not permit third-party LLM providers to train their own models on Customer Data.
7. Cookies and Similar Technologies
We may use cookies, local storage, pixels, SDKs, and similar technologies on TurboHelp.com and in the Services for authentication, security, preferences, analytics, performance, marketing, support, and product functionality.
Where required, we will provide consent or preference controls. Browser settings may allow blocking or deleting cookies, but some features may not work properly.
8. Retention
We retain information for as long as needed to provide the Services, maintain Accounts, comply with legal obligations, resolve disputes, enforce agreements, secure the Services, maintain backups, and pursue legitimate business purposes.
Customer may request deletion or export of Customer Data as described in the Terms and Data Processing Addendum. Backup deletion may take additional time.
9. Security
We use reasonable administrative, technical, and organizational safeguards designed to protect information. No system is completely secure. Customer is responsible for using strong authentication, limiting access, configuring permissions, and protecting credentials.
TurboHelp does not represent that the Services are SOC 2 certified, ISO 27001 certified, HIPAA-compliant, GDPR-certified, or enterprise-ready unless a separate written statement says so.
10. International Transfers
We are based in the United States and may process information in the United States and other countries where we or our service providers operate. These countries may have data protection laws different from those in your location.
Where required, we use appropriate transfer mechanisms such as Standard Contractual Clauses or other lawful transfer tools.
11. Privacy Rights
Depending on location and applicable law, individuals may have rights to access, correct, delete, export, restrict, or object to certain processing of personal information, and to opt out of certain marketing or targeted advertising uses.
For Customer Data, End Users should contact the relevant Customer. For information where TurboHelp acts as controller, contact [email protected].
We may verify requests before responding. We may decline requests where permitted by law, such as where retention is required for security, legal compliance, dispute resolution, or legitimate business purposes.
12. Marketing Choices
You may opt out of marketing emails by using the unsubscribe link or contacting [email protected]. We may still send transactional or administrative messages.
13. Children's Privacy
The Services are not directed to children. Customer must not submit children's data unless TurboHelp expressly agrees in writing and Customer has all required rights, notices, consents, and lawful bases.
14. Sensitive Regulated Data
TurboHelp is not HIPAA-compliant at launch and does not offer a Business Associate Agreement at launch. Customer must not submit Protected Health Information, medical records, diagnosis or treatment data, health insurance data, payment card data, government IDs, children's data, or other sensitive regulated data unless TurboHelp expressly agrees in writing.
15. Changes
We may update this Privacy Policy from time to time. The updated version will be posted with a new effective date. If changes are material, we may provide additional notice.
16. Contact
Textly Inc.
3540 Toringdon Way
Ste 200 Unit #5130
Charlotte, NC 28277
Privacy: [email protected]
Security: [email protected]
General: [email protected]