AI Live Help — Privacy Policy

Effective Date: October 19, 2026 Company: PINEAPPLE AI LLC d/b/a LIVEAIHELP, a Georgia limited liability company ("LIVEAIHELP," "we," "us," "our") Contact: Support@helpai.live

This policy explains what data we collect, why, and your rights. By using AI Live Help, you agree to this policy.

1. Data We Collect

a. Account data

Username, email address, and password. Passwords are stored only as salted cryptographic hashes — we never store plaintext passwords and our staff cannot see them.
Account type (Customer or Expert), profile information you provide, and preferences.

b. Payment data

Payments are processed by our payment provider, Stripe. We receive transaction confirmations, amounts, and the last four digits / card brand for receipts.
We never store full credit card numbers, CVV codes, or bank account numbers on our servers.

c. Expert application data

If you apply to be an Expert: your name, contact details, resume/CV, exam results, government ID for identity verification, and background-check results.
Background-check consent: by submitting an application, you consent to a criminal background check and ongoing eligibility re-checks as described in the Expert Agreement. You may withdraw your application at any time before approval.

d. Session and Zoom data

Zoom call metadata: session start/end times, duration, participants, and connection quality — used for minute metering, billing, and support.
Session records and receipts: minutes consumed, amount charged, Expert name, date, and your rating.
Recordings and transcripts: only if both parties consented in-session (see Terms, Section 10). Stored encrypted with restricted access.
Chat messages sent within the session screen, retained for quality and dispute review.

e. Ratings and support communications

Ratings and reviews you submit, and correspondence with Support@helpai.live.

f. Technical and analytics data

Device type, browser, IP address, and coarse location (city/region) for security and fraud prevention.
Cookies and analytics: we use essential cookies (login, security) and analytics cookies (e.g., privacy-respecting analytics) to understand site usage. You can disable non-essential cookies in your browser; core features may still work.

2. How We Use Data

Operate the marketplace: accounts, matching, minute metering, billing, payouts.
Provide customer support and resolve disputes.
Vet Experts (exam, identity, background checks) and monitor customer-satisfaction standards.
Improve the service and detect fraud, abuse, or security incidents.
Send transactional emails (receipts, session confirmations, security alerts) and, with your consent, marketing emails you can unsubscribe from anytime.
Comply with legal obligations (tax reporting for Expert payouts, e.g., IRS Form 1099).

3. How We Share Data

Stripe: payment processing (subject to Stripe's privacy policy).
Zoom: video/voice/chat sessions (subject to Zoom's privacy policy).
Background-check provider: Expert applicants only, with your consent.
Service providers: hosting, email delivery, and analytics vendors under contract, only as needed to run the service.
Legal: we may disclose data to comply with law, court orders, or to protect safety, rights, or property.
We do not sell your personal data.

4. Data Retention

Data	Retention
Account data	Duration of account + 30 days after closure
Transaction/receipt records	7 years (tax and accounting law)
Session metadata (times, duration)	3 years
Session recordings/transcripts	1 year, then deleted
Support correspondence	3 years
Expert application data (rejected)	1 year, then deleted
Analytics/cookies	Up to 26 months, aggregated thereafter

5. Your Rights

Depending on your state of residence (e.g., California, Colorado, Virginia, and others with privacy laws), you may have the right to:

Access — request a copy of the personal data we hold about you.
Correction — ask us to fix inaccurate data.
Deletion — request deletion of your data, subject to legal retention obligations (we cannot delete transaction records we must keep for tax law).
Opt out — of marketing emails (unsubscribe link in every email). We do not sell data or share it for cross-context behavioral advertising.
Appeal — if we deny a rights request, you may appeal by replying to our response.

To exercise any right, email Support@helpai.live with the subject "Privacy Request." We will verify your identity and respond within 45 days.

6. Security

We use industry-standard safeguards: encrypted connections (TLS), hashed passwords, encrypted storage for recordings, and restricted staff access. No system is perfectly secure; you are responsible for keeping your password confidential and notifying us of unauthorized access.

7. Children's Privacy

AI Live Help is for users 18 and older. We do not knowingly collect data from anyone under 18. If we learn we have done so, we will delete it promptly. Contact Support@helpai.live if you believe a minor has created an account.

8. International Users

Our service is operated in the United States. If you use it from outside the U.S., your data will be transferred to and processed in the U.S.

9. Changes to This Policy

We will notify you of material changes by email or in-app notice at least 14 days before they take effect. Continued use constitutes acceptance.

10. Contact

Privacy questions or requests: Support@helpai.live LIVEAIHELP, Georgia