This policy applies to The Helpex (SMC-Private) Limited (The Helpex), Office No. 303, 3rd Floor, PACT Tower, IBA Main Discovery Garden Road, Off Shahrah-e-Faisal, Karachi. Public contact: info@thehelpex.com.
1. Introduction
This Privacy Policy describes how The Helpex (SMC-Private) Limited (“The Helpex”, “we”, “us”, or “our”) collects, uses, shares, and protects information when you visit https://thehelpex.com, contact us, submit feedback, or use our software, APIs, integrations, automation services, and — where applicable — The Helpex Business Platform.
The Helpex Business Platform is being developed to help businesses connect and use their own business communication infrastructure. Depending on the services a customer selects, this may include WhatsApp Business Platform, CRM systems, automation workflows, APIs, AI-assisted workflows, and related integrations. Customers may, when enabled, onboard their own WhatsApp Business Accounts (WABAs) and phone numbers through Meta’s official onboarding / Embedded Signup process and use WhatsApp messaging through applicable communications infrastructure.
The Helpex is not Meta, WhatsApp, or Twilio, and is not endorsed by them. We do not own a customer’s WhatsApp Business Account or phone number. Customers retain ownership and control of their business assets, subject to Meta, WhatsApp, Twilio, and other applicable service terms.
Some platform capabilities described below may not yet be generally available. Where a feature is planned or optional, we use language such as “may”, “where applicable”, “when enabled”, or “depending on the services used”.
This page is public, does not require an account, and is intended to be used as The Helpex’s company privacy-policy URL, including for Meta App Review of The Helpex Business Platform.
2. Information We Collect
We do not automatically collect every category listed below. We may collect, receive, or process information as described, depending on how you interact with our website and which services a customer uses.
2.1 Account information
When you or your organization create an account or enquire with us, we may process:
- Name and business or company name
- Business email and phone number
- Login credentials or other authentication information (when accounts are enabled)
- Account identifiers, organization information, and role or permission information
- Billing information where applicable
2.2 Business and configuration information
Depending on the services used, we may process:
- Business profile information and account identifiers
- Customer configuration, integration settings, webhook configuration, and API configuration
- WhatsApp Business Account identifiers and WhatsApp phone number / sender information (when WhatsApp services are enabled)
- Messaging configuration and usage information
2.3 Website enquiries and feedback
If you use our contact form, we process the name, email, optional company and service interest, and message you submit. Submissions may be emailed to us (currently via Resend when that delivery channel is configured) and/or stored as files on our servers so enquiries are not lost.
If you submit a review on our feedback page, we process your name, optional company and role, star rating, and review text, and store that submission on our servers. We may invite you to also post a review on Google; posting on Google is optional and governed by Google’s terms.
2.4 Communication information
Where messaging or similar services are enabled, the platform may process messages, message metadata, status, timestamps, sender/recipient identifiers, delivery or read information, conversation-related information, templates, and media or attachments transmitted through enabled integrations. The nature of this data depends on the customer’s configuration and use of the platform.
2.5 Technical and usage information
We and our service providers may process:
- IP address, browser type, device information, and operating system
- Approximate location derived from IP where technically necessary
- Timestamps, logs, error information, API request information, security events, and authentication events
- Features used, API usage, workflow or integration activity, service usage metrics, account activity, and performance information
2.6 Payment information
If payments are processed through a third-party payment processor, payment details may be processed by that provider. The Helpex does not store complete payment card numbers on the current website.
2.7 Information from third parties
We may receive information from Meta/WhatsApp, Twilio, a customer’s CRM or connected applications, authentication providers, payment providers, Google (for example Analytics or Maps embeds), and other integrations a customer selects or that are required to operate the website or services.
3. How We Use Information
We use information for legitimate business purposes, including to:
- Provide, operate, and improve the website, platform, and services
- Create and manage customer accounts and authenticate users
- Respond to enquiries, demos, support requests, and feedback
- Connect integrations and, where enabled, enable WhatsApp / business messaging functionality
- Process API requests, deliver messages and notifications, and operate workflows and automation
- Provide CRM/integration functionality and AI-assisted features where enabled
- Monitor performance, troubleshoot issues, and maintain security
- Prevent fraud and abuse, protect accounts and systems, and enforce contractual terms
- Manage billing and communicate service updates
- Comply with legal obligations and respond to lawful requests
We do not use customer data to train general-purpose AI models. If AI-assisted features are enabled, applicable data may be transmitted to the relevant AI or service provider solely to provide the requested feature, subject to the applicable configuration and that provider’s terms.
4. WhatsApp Business Platform and Messaging Data
The Helpex may integrate with third-party platforms and service providers, including Meta’s WhatsApp Business Platform and communications providers such as Twilio, depending on the services selected by the customer.
When customers connect WhatsApp Business Platform services (including, when enabled, through Meta’s Embedded Signup), the platform may process WhatsApp Business Account information, business phone numbers, message content and metadata required to deliver the requested service, webhook events, message delivery/read/status information, templates and business messaging configuration, and customer or end-user information contained in messages.
The Helpex does not own the customer’s WhatsApp Business Account or phone number. Use of WhatsApp and related APIs is subject to Meta’s, WhatsApp’s, and (where used) Twilio’s own terms and privacy policies. The Helpex does not determine or control Meta’s WhatsApp policies.
The customer is responsible for ensuring that its use of WhatsApp and the platform complies with applicable laws, required notices, consents, opt-ins, and platform policies.
5. Customer Responsibilities
Business customers are responsible for:
- Having appropriate rights to process information they submit or transmit through the services
- Providing required privacy notices to their own users and obtaining legally required consent or opt-in
- Respecting opt-out requests and using messaging features lawfully
- Ensuring content complies with applicable platform policies (including Meta/WhatsApp policies where used)
- Configuring integrations appropriately and protecting account credentials
- Limiting access to authorized personnel and ensuring connected systems are properly configured
6. Legal Bases for Processing
The Helpex is based in Karachi, Pakistan, and may serve customers in other countries. We do not claim that any particular foreign privacy statute automatically applies in every case. Information may be processed on applicable legal grounds, including where applicable: performance of a contract; legitimate business interests (such as operating, securing, and improving our services); consent; compliance with legal obligations; and protection of rights, security, and prevention of abuse.
Rights available to an individual may vary depending on their location and applicable law.
8. Data Retention
We have not published fixed numeric retention periods for every data type. Information may be retained for as long as reasonably necessary to provide services, maintain customer accounts, satisfy contractual obligations, comply with legal or accounting requirements, resolve disputes, enforce agreements, prevent fraud or security incidents, and maintain appropriate business records.
You may request deletion where applicable. Some information may still need to be retained for legal, security, or business-record purposes.
9. Data Security
We use reasonable technical and organizational safeguards, which may include access controls, authentication and authorization, encryption where appropriate, logging and monitoring, secure development practices, least-privilege access, vendor security controls, and backups or disaster recovery where applicable.
No internet-connected system can guarantee absolute security. We do not claim ISO 27001, SOC 2, PCI DSS, HIPAA, or similar certifications unless we separately publish that we hold them.
10. International Data Transfers
The Helpex and its service providers may process information in countries other than your country or an end user’s country. Cloud, communications, payment, analytics, email, Maps, and AI providers may operate internationally. Where required by applicable law, we will use appropriate safeguards for such transfers. We do not invent specific transfer mechanisms that are not implemented.
12. Third-Party Services
The website and, where applicable, the platform may integrate with third-party services. Examples include Google (Analytics and Maps), Meta, WhatsApp, Twilio, CRM or ERP systems, automation platforms, AI providers, payment providers, and cloud providers. Each third party has its own terms and privacy practices. The Helpex is not responsible for independent third-party practices outside its control.
Use of third-party services may be subject to those providers’ own terms and privacy policies.
13. Your Privacy Rights
Depending on your location and applicable law, you may have rights such as access, correction, deletion, restriction, objection, withdrawal of consent where processing is based on consent, and data portability where applicable. We do not promise every right to every person in every country.
Requests may be submitted to info@thehelpex.com. We may need to verify identity before fulfilling certain requests.
Business customers may also contact us regarding account data, business data, connected integrations, API data, messaging data, deletion requests, security concerns, and other privacy questions.
14. Children's Privacy
Our website and services are intended for businesses and business users and are not directed toward children. We do not knowingly collect personal information from children for the purpose of offering these services.
15. Security Incidents
The Helpex maintains processes for identifying, responding to, and addressing security incidents. Where legally required, we may notify affected customers or authorities in accordance with applicable law. We do not promise a specific notification timeframe unless one is legally required or operationally defined.
16. Changes to This Privacy Policy
We may update this Privacy Policy from time to time. Material changes may be communicated through the website, the platform, email, or other appropriate means. The updated version will include a revised “Last Updated” date at the top of this page.
17. Contact Us
The Helpex (SMC-Private) Limited
Office No. 303, 3rd Floor, PACT Tower, IBA Main Discovery Garden Road, Off Shahrah-e-Faisal, Karachi, Pakistan
Email: info@thehelpex.com
Phone: +92 319 4959219
Website: https://thehelpex.com