Privacy Policy

Our commitment to protecting your personal information

May 28, 2015: a new version our Privacy Policy will be going into effect on June 28, 2015 and will replace this version. Read the new version here.

Your privacy is extremely important to us. To better protect you, we provide this notice explaining our online information practices and the choices you can make about the way your information is collected and used. To make this notice easy to find, we make it available on every page of this website.

Information We Collect

This notice applies to all information collected or submitted on the Help Scout website. On some pages, you can create an account, update your account and/or make requests. The types of personal information collected at these pages include, but are not limited to:

  • First/last name
  • Company name
  • Email address
  • Account password
  • Credit/debit card information for billing
  • Billing postal code for verification
  • Browser information
  • IP address

Help Scout also maintains ongoing Level 1 PCI compliance, adhering to stringent industry standards for storing, processing and transmitting credit card information online.

For information about how Help Scout stores and secures customer and company data, please see our security policy.

How We Use Personal Information

We use the information you provide about yourself when placing an order only to complete that order and to provide fantastic customer service during the term of your service. We do not share this information with outside parties without your permission.

Although Brightwurks (dba Help Scout) owns the data storage, databases and the Help Scout site, you retain all rights to your content. We will also not utilize your content in our databases to compete with you, to advertise or market to your clients, or to contact your clients for any other means of profit.

Finally, we never use or share the personally identifiable information provided to us online in ways unrelated to the ones described above without also providing you an opportunity to opt-out or otherwise prohibit such unrelated uses, except under the following circumstances:

  • If it becomes necessary to share information in order to investigate, prevent, or take action regarding illegal activities, suspected fraud, situations involving potential threats to the physical safety of any person, violations of the Terms of Service, or as otherwise required by law.
  • If Brightwurks or Help Scout is acquired by or merged with another company. In this event, Brightwurks will notify you before information about you is transferred and becomes subject to a different privacy policy.
  • If the owner of a feed or website you are subscribed to confirms their site in the Help Scout account area, they have the right to collect and export your email address and use it ONLY for continuing the service of sending feed updates to you via email.

Information Collected from Third Parties

Help Scout will collect End User Customer Data necessary to provide the service to you. “End User Customer Data” means information about your customers, which includes but is not limited to, first name, last name, phone number and email address.

We may use End User Customer Data to lookup and store additional Public Data in order to create a more complete customer profile. "Public Data" is defined as information received from a third party partner named FullContact, a Safe Harbor Certified company. Public Data may be claimed, edited or discarded from their systems by following this link and is subject to their privacy policy.

End User Customer Data (email address) is used solely to lookup additional Public Data and create a more complete profile. We do not sell, share or disclose any End User Customer Data uploaded, manually entered or otherwise added to Help Scout with any third party.

Will you ever share my email address?

We never sell or rent your (or your customers') personal information. Email addresses will only be shared with a third party if required by law or covered in this disclosure.

Safe Harbor Certification & Compliance

Help Scout (under the name Brightwurks Inc.) complies with the U.S.-EU Safe Harbor Framework and the U.S.-Swiss Safe Harbor Framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of personal information from European Union member countries and Switzerland. Help Scout has certified that it adheres to the Safe Harbor Privacy Principles of notice, choice, onward transfer, security, data integrity, access, and enforcement. To learn more about the Safe Harbor program, and to view Help Scout's certification, please visit

We self-certify compliance with
Safe Harbor

In compliance with the US-EU and US-Swiss Safe Harbor Principles, Brightwurks, Inc. commits to resolve complaints about your privacy and our collection or use of your personal information. European Union or Swiss citizens with inquiries or complaints regarding this privacy policy should first contact us via email.

We have further committed to refer unresolved privacy complaints under the US-EU and US-Swiss Safe Harbor Principles to an independent dispute resolution mechanism, the BBB EU SAFE HARBOR, operated by the Council of Better Business Bureaus. If you do not receive timely acknowledgment of your complaint, or if your complaint is not satisfactorily addressed by our team, please visit the BBB EU SAFE HARBOR web site at for more information and to file a complaint.


Please don't hesitate to touch base.