Privacy Policy

Last updated: 29 August 2026

tiny.help is run by GoodSign Limited, a company incorporated in New Zealand. This policy explains what we collect, why, who else touches it, and what you can ask us to do about it. We have tried to write it in plain language and to describe what the software actually does, rather than everything a lawyer could imagine it might do.

1. Two kinds of people

This policy covers two groups, and the difference matters throughout:

• Customers — you, if you run a support desk on tiny.help. You have an account with us and you agreed to our Terms.
• Visitors — people who send a message through a chat widget on a customer’s website. Visitors have no account with us and never agreed to anything of ours. Their data is handled on behalf of the business they were talking to.

2. What we collect

2.1 From customers

• Your name and email address, and your profile picture and email if you sign in with Google
• Your account and site settings — site names, widget keys, email aliases, saved replies, and the tone notes you write for AI drafting
• Billing details held by Stripe. Card numbers never reach our servers — we store a customer reference, your plan, and its status
• Sign-in sessions, login links, and any push-notification subscriptions you create

2.2 From your visitors, on your behalf

When someone opens the chat widget on a customer’s site, we record:

• The messages they send and any files or screenshots they attach
• Their name and email address, if they give one, or if the site passes one in
• Their IP address, network operator, and the approximate location Cloudflare derives from it — country, region, city and time zone
• Their browser, browser version and operating system
• The last 20 pages they viewed on that customer’s site, with page titles and times, so the person answering can see the context of the question

Those last two points are worth stating plainly rather than burying: a visitor’s IP address, approximate city, and recent browsing history on that one site are visible to the business they chose to message. It is there so a support answer can be useful. It is not used to track anyone across the web, it is not sold, and it is not combined with data from other sites.

2.3 Automatically, on our own website

• Standard server logs, kept briefly for security and debugging
• Aggregate page statistics from Plausible Analytics on our marketing pages. Plausible sets no cookies, records no personal data, and does not follow anyone between sites

3. Who is responsible for what

In the language of the GDPR and the New Zealand Privacy Act 2020:

• For customer account data, we are the controller.
• For visitor conversation data, the customer is the controller and we are the processor. We hold and process it on their instructions, to provide the service.

If you run a desk on tiny.help, that makes you responsible for having a lawful basis to collect what your visitors send you, and for telling them about it in your own privacy policy. We give you the tools; the relationship with your visitors is yours.

4. How we use it

• Running the service — delivering messages, threading email replies, sending notifications
• Sending you transactional email: new-message alerts, sign-in links, billing notices
• Billing and preventing fraud
• Support, debugging, and keeping the service secure and available
• Understanding aggregate usage so we know what to improve

We do not sell personal information. We do not share it with advertisers. We do not use conversation content to build advertising profiles.

5. AI and automated processing

There are two separate ways AI can touch a conversation, and they are worth keeping apart.

5.1 AI tools you connect yourself

You can connect your own AI tools to your desk — through our MCP integration or through our API — using your own accounts with those providers. When you do, the conversation content your tool requests is sent to the provider you chose, and is processed under your agreement with them, not ours. That processing happens on their systems, we do not control it, and their terms and privacy policy govern what they do with it.

These connections are yours to manage. One exists only after you set it up, you decide which tools get access and what they can reach, and you can revoke that access at any time from your account.

5.2 AI we use to run the service

We may use third-party AI services to provide and improve features such as drafting replies, summarising conversations, or classifying and routing messages. Where we do, conversation content may be sent to those providers, who act as our sub-processors and handle it under contract with us. Any provider we use in this way will be named in section 6 before it starts processing customer data.

5.3 What we do not do

We do not sell personal information. We do not use your conversations to train our own models, and where we engage an AI provider we do so on terms that do not permit them to train their models on your content.

No AI-generated message reaches one of your customers on its own. Drafts are drafts, and a person approves them before they are sent.

6. Who else touches your data

We keep the list of sub-processors short on purpose. In full, it is:

• Cloudflare — effectively all of our infrastructure: application hosting, the database, file and image storage, image resizing, and both outbound and inbound email
• Stripe — subscription payments and card handling
• Google — only if you choose to sign in with Google, and only to verify who you are
• Gravatar (Automattic) — profile pictures are looked up by a hashed email address, so an email hash may reach them
• Plausible Analytics — aggregate statistics on our marketing pages only. It does not run on the desk, and it does not run inside the chat widget
• AI providers — where we use AI to deliver a feature, the provider acts as our sub-processor and will be named here. Where you connect your own AI tool, that provider receives what your tool asks for under your own agreement, and is not our sub-processor. See section 5

We may also disclose information where the law requires it — a court order, a lawful request from an authority — or to investigate abuse of the service. If we are ever bought or merged, your data may transfer with the business, subject to this policy.

7. Cookies

We use as few as we can:

• A session cookie that keeps you signed in to the desk
• A small th_desk hint cookie so the marketing pages know to show “Open desk” instead of “Open the chat”
• Storage in the visitor’s browser that keeps a chat conversation attached to the right person between page loads

There are no advertising cookies and no third-party tracking cookies. Our analytics are cookieless.

8. How long we keep it

Being accurate about this matters more than sounding reassuring:

• Conversations, messages and visitor records are kept for the life of your account. They are not deleted on a timer — a conversation marked Done or moved to Expired is still stored, because support history is usually the point
• Full-size uploaded images are deleted after 60 days; a smaller web-sized copy is kept with the conversation
• Notification history is kept for 30 days
• Expired sign-in sessions and integration tokens are swept away automatically

If you close your account, ask us and we will delete your data. If you need particular conversations or a particular visitor’s record removed sooner, ask — see section 11.

9. Security

Traffic is encrypted in transit, and data is encrypted at rest by our infrastructure provider. Access is limited to the people who need it to operate the service. Each account’s data is isolated from every other account’s.

No system is perfectly secure, and we would rather say so than imply otherwise. Use a real password manager, and tell us straight away if you think your account has been reached by someone else.

10. Where your data lives

Our application runs on Cloudflare’s global network, so requests are served from wherever the visitor is. The primary database is located in Oceania. Backups and replicas may sit in other regions, and our sub-processors operate internationally — so your data may be processed outside your own country. Where that happens, we rely on the safeguards those providers offer, including standard contractual clauses.

11. Your rights

Depending on where you live, you can ask us to:

• Access the personal information we hold about you
• Correct anything inaccurate
• Delete it
• Export it in a portable format
• Restrict or object to how we process it
• Withdraw consent you previously gave

Email hey@tiny.help and we will respond within 20 working days, which is what the New Zealand Privacy Act requires. There is no charge.

If you are in the EU or UK and you are unhappy with our answer, you can complain to your local data protection authority. In New Zealand, you can complain to the Office of the Privacy Commissioner.

12. If you chatted with a business

If you used a chat widget on someone’s website and want your messages removed, the business you were talking to controls that data, so they are the fastest route — they can delete the conversation themselves.

You are welcome to contact us directly at hey@tiny.help and we will help, either by acting on the customer’s instruction or by putting you in touch with them.

13. Children

tiny.help is a business tool and is not intended for children under 16. We do not knowingly collect their personal information. If you believe a child’s information has reached us, tell us and we will delete it.

14. If something goes wrong

If there is a breach that is likely to cause anyone serious harm, we will notify the Office of the Privacy Commissioner and any other regulator we are required to tell — within 72 hours where the GDPR applies — and we will tell the people affected without undue delay, along with what we know and what to do about it.

15. Changes

We will update this page when the service changes. If a change materially affects you, we will email you rather than quietly editing the page. The date at the top always reflects the current version.

16. Contact us

Questions about this policy, or a request about your data:

Or just open the chat — it reaches the same people.