Privacy Policy

1. Who we are and what this policy covers

This policy explains what personal data HelioFleet (“HelioFleet”, “we”, “us”) collects, why we collect it, how long we keep it, who we share it with, and what rights you have over it. It applies to the heliofleet.io website, to the HelioFleet console, and to the devices we lease and the infrastructure that delivers them (together, the “Service”).

The controller of the personal data described in this policy is HelioFleet. Questions about this policy, and any request to exercise the rights described in section 12, should be sent to [email protected].

This policy sits alongside our Terms and Conditions, which govern use of the Service itself.

2. Two different roles

HelioFleet handles personal data in two distinct capacities, and it matters which one applies.

As a controller. For the data we need in order to run our own business (the account records of the people who use the console, billing records, support correspondence, security and diagnostic logs), HelioFleet decides why and how the data is processed, and this policy describes that processing.

As a processor, or not at all. For what happens on a leased device, the customer organization decides everything: which applications are installed, which accounts are signed in, what content is created or viewed. HelioFleet does not choose that, does not monitor it, and does not use it for its own purposes. Where personal data reaches us incidentally through that use, we act on the customer’s instructions as a processor; where it stays on the device, we do not process it at all. Section 8 explains this in more detail.

If you are an employee or contractor of a HelioFleet customer and have questions about data your employer holds or generates in their tenant, your employer is the right first point of contact.

3. Information we collect

Access requests. HelioFleet is not self-serve, so the first thing we receive about you is usually the access-request form on our website: your name, email address, company name, an optional message, and a record that you accepted the Terms and when.

Account and authentication data. For each console user we store an email address (which serves as the username), a role, workspace membership, and an identifier issued by our identity provider. We do not store passwords: authentication for customer accounts is handled by WorkOS, which holds the credential.

Use of the Service. Running the console produces records that identify individual people:

• remote-control session records - which user connected to which device, when the session started and ended, how long it lasted, and why it ended;
• console notifications and their read state; and
• the administrative actions taken in a tenant, such as inviting a user or changing a workspace.

Operational and diagnostic data. To keep hardware running we collect telemetry from the machines that host the devices: diagnostic logs (which reference devices by hardware identifier rather than by person), a history of provisioning attempts and their outcomes, host health checks, and fleet alerts. During automated provisioning we also capture screenshots of the device screen on the host machine to verify that each step worked; these are held on the host for no more than twenty-four hours and deleted automatically.

Billing data. Our payment processor, Stripe, holds the payment method and processes the charge. HelioFleet stores only the resulting record: a customer and subscription identifier, the device count, the subscription status, and the current billing period. We never receive or store full card numbers.

Technical data. Our servers process the IP address of requests in order to apply rate limits, detect abuse, and record authentication events in the server log. Requests also carry ordinary browser-supplied metadata such as the user agent.

Correspondence. If you email support or use a contact form, we keep the message and our reply so that we can answer you and understand the history of the account.

4. What we do not collect

Some of what is absent here is deliberate, and worth stating plainly:

• our website runs no advertising trackers, no third-party analytics, and no tracking pixels, and we do not build advertising profiles;
• device video and control input travel peer-to-peer between the host machine and your browser and are not recorded, stored, or inspected by HelioFleet;
• we do not monitor the content of what you do on a leased device, and we do not scan device storage;
• we do not ask for, hold, or use your credentials for any third-party platform; and
• we do not sell personal data, and we do not share it with third parties for their own marketing.

5. Cookies and browser storage

HelioFleet uses cookies only where they are strictly necessary to sign you in and keep you signed in. Cookies are HttpOnly (unreadable by scripts), marked Secure over HTTPS, and set with SameSite=Lax as part of our defence against cross-site request forgery. Signing out deletes them.

We set no advertising, profiling, or analytics cookies. Because every cookie we use is strictly necessary to deliver a service you have asked for, no consent banner is required; you can still block or delete cookies in your browser, but the console will not be able to keep you signed in if you do.

6. Why we use it, and our legal basis

Where the EU or UK General Data Protection Regulation applies, we rely on the following bases:

• Providing the Service - creating and administering tenants, users, workspaces and leases, and delivering remote-control sessions. Basis: performance of a contract with you, or steps taken at your request before entering into one.
• Handling access requests - assessing and responding to a request for access. Basis: steps taken at your request before entering into a contract, and our legitimate interest in evaluating who we do business with.
• Billing and collections - charging for subscriptions, issuing invoices, and handling disputes. Basis: performance of a contract, and compliance with a legal obligation for accounting records.
• Support and service communications - answering your messages and sending operational notices such as renewal reminders, incident notices, and changes to the Service. Basis: performance of a contract and our legitimate interest in keeping customers informed.
• Security, abuse prevention and diagnostics - rate limiting, authentication logging, fault diagnosis, provisioning history, and investigating credible reports of misuse. Basis: our legitimate interest in keeping the Service and its customers safe, and in operating hardware reliably.
• Identity verification and sanctions screening - where we verify a customer or a business before or during service. Basis: compliance with a legal obligation, and our legitimate interest in preventing fraud and unlawful use.
• Complying with law - responding to lawful requests from courts, regulators, and law-enforcement authorities. Basis: compliance with a legal obligation.

Where we rely on a legitimate interest, we have considered whether it is outweighed by your interests and rights, and you may object as described in section 12.

7. Marketing

HelioFleet does not run advertising campaigns against your data and does not sell or rent contact details. Emails we send are operational: invitations, password resets, billing and renewal notices, incident and maintenance notices, and replies to your own messages. If we ever send a genuine marketing message, it will identify itself as such and offer a way to opt out that works.

8. Personal data on leased devices

A leased device is a real phone in our racks, and what happens on it is decided entirely by the customer. If you sign a device into an account, install an application, or view content on it, that data is yours, under your control, and processed on your instructions. HelioFleet does not monitor it, does not index it, and does not use it for any purpose of its own.

There are limits to that separation, and you should know where they are. Our operators can access, control, capture the screen of, reprovision, and erase a leased device where necessary to provision it, verify or repair hardware, diagnose a reported fault, investigate a credible abuse report, or comply with the law. Automated provisioning captures screenshots of the device screen, which are kept on the host for at most twenty-four hours. Diagnostic logs from the host may incidentally record what an operation was doing on a device.

When a device leaves a tenant (on cancellation, non-payment, a maintenance withdrawal, or at the customer’s request), it is erased and re-prepared before anyone else uses it. Once cleared, the previous contents cannot be recovered by the customer or by us.

Because of this, a leased device should not be used to store data you cannot afford to lose, and should not be used for special-category data (health data, biometric data, data revealing political or religious views), payment-card data, or data concerning children, unless we have agreed that in writing. The customer is responsible for having a lawful basis for whatever personal data they introduce to a device, and for informing the individuals concerned.

Where a customer requires a written data-processing agreement, a Data Processing Addendum is available on request from [email protected].

9. Who we share it with

HelioFleet keeps the number of third parties involved deliberately small. We rely on the following categories of subprocessor to run the Service:

• identity and authentication - WorkOS, which holds customer user records and credentials;
• payments - Stripe, which holds payment methods and processes charges and invoices;
• email delivery - our SMTP provider, which transmits invitations, password resets, and service notices;
• hosting, object storage, and encrypted database backups - our infrastructure provider, whose servers run the hub and hold continuously replicated backups; and
• TURN relay - used when a direct peer-to-peer media path cannot be established. The relay forwards packets that are already encrypted and cannot decrypt, inspect, or store them.

Each subprocessor is engaged under terms that restrict them to processing data on our instructions. A current list naming each one is available on request from [email protected], and where a change of subprocessor is material we will use reasonable efforts to notify tenant administrators in advance.

Beyond those, we may disclose personal data to our professional advisers (lawyers, accountants, auditors) under a duty of confidence; to courts, regulators, or law-enforcement authorities where we are legally required to do so or where it is necessary to establish or defend a legal claim; and to a successor entity in connection with a merger, acquisition, or sale of assets, in which case this policy continues to apply to the data transferred.

10. International transfers

Some of the providers named in section 9 are established outside the European Economic Area, principally in the United States. Where personal data is transferred outside the EEA or the United Kingdom, we rely on an adequacy decision where one covers the transfer, and otherwise on the Standard Contractual Clauses approved by the European Commission (and the UK Addendum where the UK GDPR applies), together with any additional measures the transfer requires.

Devices themselves are located in the facilities where we rack them. If the physical location of the devices assigned to you matters for your own compliance position, ask us before you subscribe.

11. How long we keep it

Operational records age out automatically. Current retention periods are:

• remote-control session records - 30 days;
• host diagnostic logs - 30 days;
• provisioning history - 30 days;
• resolved fleet alerts - 30 days;
• system notifications in the console - 14 days;
• provisioning screenshots on the host machine - 24 hours;
• database backups in access-controlled object storage - a rolling point-in-time recovery window of no more than 72 hours.

Account records are kept for as long as the tenant exists. When a tenant is deleted, its records are removed after a reasonable period, except where we must keep something longer - billing and tax records in particular are retained for the period required by law, and we may retain the minimum necessary to establish or defend a legal claim or to prevent a party we have removed for abuse from simply returning.

Access requests are kept while we consider them and for a reasonable period afterwards, so that we can explain a decision and recognize a repeat request. Support correspondence is kept for as long as it is useful to understanding the account.

Retention periods may be adjusted where it is operationally or legally necessary; this section is updated when they change.

12. Your rights

Subject to the conditions and exemptions in applicable law, you have the right to ask us for a copy of the personal data we hold about you; to have inaccurate data corrected; to have data erased; to have processing restricted; to receive data you provided to us in a portable form; to object to processing carried out on the basis of a legitimate interest, including any profiling; and to withdraw a consent you have given, without affecting processing carried out before you withdrew it.

To exercise any of these, write to [email protected]. We will respond within one month, and will tell you if we need longer because the request is complex. We may ask you to confirm your identity before we act, so that we do not disclose one person’s data to another.

Where the data in question belongs to a customer’s tenant and we hold it as a processor, we will point you to the customer organization, which is the controller and is the party able to decide the request. We will assist them in answering it.

If you believe we have handled your personal data unlawfully, you may complain to a data-protection supervisory authority - in the EEA or the United Kingdom, the authority in the country where you live, work, or where the issue arose. We would appreciate the chance to address it first.

13. Security

We maintain technical and organizational measures appropriate to the risk, including: encryption in transit for all console and API traffic; encryption of the device media stream between the host machine and your browser, which our relays forward without the ability to decrypt; HttpOnly, Secure session cookies with cross-site request forgery defences; multi-factor authentication on operator accounts; one-way hashing of authentication secrets and authenticated encryption at rest for the infrastructure credentials we store; strict tenant scoping applied at the database-query level so that one customer’s records cannot be read by another; rate limiting and authentication logging; and continuously replicated, access-controlled backups.

No method of network transmission or electronic storage is perfectly secure, and we do not claim otherwise. If a personal-data breach occurs that is likely to result in a risk to individuals’ rights and freedoms, we will notify the competent supervisory authority within 72 hours of becoming aware of it where required, and will inform affected customers without undue delay.

14. Children

The Service is a business product and is not directed at children. Console users must be at least eighteen years old, and we do not knowingly collect personal data from children. If you believe a child has provided us with personal data, contact [email protected] and we will delete it. Leased devices must not be used to process data concerning children without our written agreement, and material involving the exploitation of minors results in immediate termination and a report to law enforcement, as set out in our Terms.

15. Changes to this policy

We may update this policy as the Service changes. The date at the top of this page always reflects the current version. Where a change materially affects how we handle your personal data, we will notify tenant administrators in advance through the console, by email, or both.

16. Contact

Questions, requests, and complaints about this policy or our handling of personal data should be sent to [email protected].