Privacy Policy

1. Who we are

This Privacy Policy explains how PrinterCare USA LLC, a Wyoming limited liability company doing business as EmailHelp (“EmailHelp”, “we”, “us” or “our”), handles personal information. EmailHelp is an independent, third-party email support service: we help people and small businesses who are locked out of an email account, cannot send or receive mail, suspect their account was hacked or need mail set up on a new device — by live chat, email and, only with your explicit consent, screen sharing.

We are not affiliated with, endorsed by or sponsored by Google, Microsoft, Yahoo, Apple, AOL or any other email provider. This policy covers only the information EmailHelp collects. Your provider’s own privacy policy governs the account itself; we never gain access to your account and we receive no data from your provider.

This policy applies to emailhelp.us, our live chat widget, email support, contact forms and every support session we deliver (together, the “Services”). PrinterCare USA LLC (doing business as EmailHelp), 30 N Gould St Ste N, Sheridan, WY 82801, USA, is the data controller (the “business” under California law) for this information.

2. Information we collect

We collect information in three ways: you give it to us, we record it during a support session, and our website collects a little automatically.

Information you give us

• Contact details — your name and email address, so we can reach you if a chat disconnects.
• Problem descriptions — what is going wrong, which provider or app is involved, error messages and any screenshots you choose to send.
• Account identifiers — the address of the account you need help with. We never ask for, and you should never type, a password, PIN, recovery code or 2-step verification code.
• Business details — for Business plans, your company name, domain and number of mailboxes.
• Phone number — collected in the chat so a member of our team can reach you about your request or payment if the chat disconnects. We never use it for marketing and never send automated calls or texts.
• Payment details — handled entirely by our payment processor. We receive only a confirmation, the card type and the last four digits — never your full card number or security code.

Information we record during a session

• Chat transcripts and session notes — your conversation with our AI assistant and the assistant’s short summary of what was diagnosed and fixed.
• Case details — timestamps, the plan or service purchased, the steps agreed and the outcome, so we can honor our resolved-or-refunded promise.
• Screen sharing — sessions are not recorded. No video, audio or images from your screen are stored.

Information collected automatically

• Device and browser information — browser, operating system, screen size, language and an approximate location from your IP address, used for security and to diagnose setup problems.
• Usage data — pages visited and buttons used, collected by anonymized analytics only after you accept analytics cookies (see Cookies & consent).
• Chat widget state — your open conversation is kept in your own browser so it survives a page reload, until you choose “Start over” or clear your browser data.

We do not collect sensitive data such as health, race, religion, biometrics or precise geolocation, and we ask you not to share it. If you volunteer it in a chat, we delete it on request.

3. How we use your information

We use personal information to:

• Provide the Services — diagnose the problem, guide you through the fix and keep a record so a different assistant can continue where the last one left off.
• Follow up — reach you if a chat drops, send a transcript you asked for, confirm that a fix held and remind you of a security step you agreed to complete.
• Bill you — take payment through our processor, send receipts, manage subscriptions and process refunds.
• Keep you and us safe — detect fraud and abuse, protect our systems and verify that a refund or data request really comes from you.
• Improve the Services — review anonymized transcripts to train our support team and measure which pages of the site are useful.
• Meet legal obligations — tax and accounting rules, lawful requests and enforcing our Terms of Service.

We never send marketing you have not asked for; our optional security-tips email has a one-click unsubscribe link. We do not make automated decisions about you that have legal or similarly significant effects.

4. Legal bases for processing (GDPR)

If you are in the European Economic Area, the United Kingdom or Switzerland, we rely on the following legal bases:

• Performance of a contract — providing the support you asked for, following up and billing.
• Legitimate interests — securing our systems, preventing fraud, improving the Services and keeping transcripts so we can handle disputes and refunds fairly. We balance these interests against your rights.
• Consent — analytics and advertising-measurement cookies, the optional tips email, screen sharing and any screenshot you send. You can withdraw consent at any time.
• Legal obligation — keeping billing records and responding to valid requests from authorities.

5. How we share information

We do not sell personal information, and we do not share it with data brokers; an advertising network (Google Ads) receives limited information only as described below, and only with your consent. We share it only with service providers that process it on our instructions, under contracts that require them to protect it and use it solely to serve us:

• Chat platform — hosts transcripts and delivers messages between you and the assistant.
• AI provider — Anthropic processes what you type in the chat so Ava, our AI assistant, can reply. Messages are sent to Anthropic’s API only to generate replies, under its commercial terms.
• Payment processor — takes card payments and manages subscriptions. It is PCI-DSS compliant; card numbers go directly to it and never touch our systems.
• Analytics provider — receives anonymized usage data (IP addresses truncated), and only after you consent.
• Advertising measurement — if you accept cookies, Google Ads sets cookies so we can see which ads led to a visit or purchase. If you decline, Google receives only cookieless signals that do not identify you.
• Hosting and email infrastructure — the companies that host our website and secure storage and deliver receipts, transcripts and replies by email.
• Professional advisers — accountants, lawyers and insurers, and only what they need.

We may also disclose information when the law requires it, to protect our rights or someone’s safety, or in a merger or sale of the business (we will tell you before your data becomes subject to a different policy). We never hand your transcript to an email provider unless you ask us to. A current list of our providers is available from privacy@emailhelp.us.

6. Cookies & consent

Cookies and similar browser storage are small pieces of data a website keeps in your browser. Essential storage is needed for the site and the chat to work, so it is set regardless of consent. Analytics and Google Ads measurement cookies are set only after you choose “Accept” in the cookie banner. We use no advertising or cross-site tracking cookies of any kind.

Your choice is remembered; to change it, clear this site’s data in your browser and the banner will appear again. Declining analytics never limits the support you can receive. If you accept, Google Ads cookies help us measure which ads lead to purchases. California law may treat this as “sharing” for advertising; you can opt out at any time by declining cookies or clearing this site’s data.

7. How long we keep your information

We keep personal information only as long as we need it for the purposes above, then delete it or anonymize it beyond recovery:

You can ask us to delete your transcripts sooner, and we will unless we need them for an open dispute or the law requires us to keep them. Encrypted backups are overwritten on a rolling 35-day cycle, so deleted data may persist in a backup for up to that long.

8. How we protect your information

Security is the reason many customers come to us, so we hold ourselves to the standards we recommend to you:

• Traffic between your browser and our Services is encrypted with TLS; transcripts and backups are encrypted at rest.
• Only the our support team and staff who need your information can see it, using unique accounts with mandatory 2-step verification; access is logged.
• Passwords, PINs and verification codes are never requested. If one is pasted into a chat by mistake, it is redacted and the assistant will ask you to change it.
• Screen sharing happens only with your explicit consent, in a session you start and can end at any moment. You keep control of your keyboard and mouse, and we install nothing on your device.
• Service providers are chosen for their security practices and bound by written data-processing agreements.
• If a breach ever affects your personal information, we will notify you and, where required, the regulator without undue delay.

No method of storage or transmission is completely secure, so we cannot promise absolute security — but we do promise transparency if something goes wrong.

9. Your privacy rights

Wherever you live, you can ask what personal information we hold about you and have it corrected, deleted or sent to you in a portable format. Email privacy@emailhelp.us or ask our AI assistant in chat. We verify requests by replying to the address on your account or asking for an order number — never by asking for a password or code. We answer within 30 days, at no charge, and explain if we cannot fully honor a request — for example because we must keep a billing record.

If you are in the EEA, the United Kingdom or Switzerland (GDPR)

You have the rights of access, rectification, erasure, restriction, data portability and objection, and you can withdraw consent at any time where consent is our legal basis. You may also lodge a complaint with your local supervisory authority (in the UK, the Information Commissioner’s Office), although we would welcome the chance to address your concern first.

If you are a California resident (CCPA / CPRA)

You have the right to know, delete and correct the personal information we hold, to opt out of its sale or sharing, to limit the use of sensitive personal information and not to be discriminated against for exercising these rights. In the last 12 months we have collected identifiers, commercial information, internet activity, approximate geolocation and, for business customers, professional information — from you, your device and our service providers, for the purposes in section 3, and disclosed for business purposes only to the providers in section 5. We do not sell personal information or share it for cross-context behavioral advertising, and have not done so in the preceding 12 months. An authorized agent may submit a request with your written permission; we respond within 45 days.

Residents of Virginia, Colorado, Connecticut, Texas, Oregon and other states with comprehensive privacy laws have similar rights. We apply the same process, and the same care, to everyone.

10. Children

The Services are for adults. You must be at least 18 to use EmailHelp, and we do not knowingly collect personal information from anyone under 18. If you believe a child has provided us with information, email privacy@emailhelp.us and we will delete it promptly. A parent who asks for help with a child’s account is our customer, and only the parent’s details are collected.

11. International transfers

EmailHelp is based in the United States, and your information is stored and processed there and wherever our service providers operate. If you contact us from elsewhere, your information is transferred to a country whose privacy laws may differ from your own.

For transfers from the EEA, the United Kingdom or Switzerland we rely on the European Commission’s Standard Contractual Clauses (with the UK Addendum where relevant) or on providers certified under the EU-U.S. Data Privacy Framework and its UK and Swiss extensions. A copy of the safeguards is available on request.

12. Third-party links and services

Our website and our team may point you to other sites — your provider’s official help center or account-recovery page, an app store or a reputable password manager. Those sites have their own privacy policies and are not covered by this one. A link is not an endorsement, and linking to a provider’s help page does not make us affiliated with that provider.

When you pay, you enter card details on a page served by our payment processor, whose privacy policy also applies. The same is true if our live chat runs on a vendor’s platform; its notice is linked from the chat window.

13. Changes to this policy

We may update this policy as our Services, technology or the law change. New versions are posted here with an updated “Last updated” date. If a change materially affects how we use your personal information, we will notify active customers by email or with a clear notice on the site at least 14 days before it takes effect. Earlier versions are available on request. Continued use of the Services after the effective date means you accept the updated policy.

14. Contact us

We would rather you asked than wondered. Our privacy team reads every message and aims to acknowledge requests within two business days.

• Privacy questions and requests: privacy@emailhelp.us — please put “Privacy request” in the subject line so it reaches the right person quickly.
• General support: support@emailhelp.us (replies usually within the hour) or live chat, available 24/7
• Billing and refunds: billing@emailhelp.us