This policy explains what personal data NiroSuite ("NiroSuite", "we", "us") collects, why, who we share it with and the choices you have. It covers our websites (nirosuite.com, nirohelp.com, support.nirosuite.com and my.nirosuite.com), our WordPress plugins and the NiroHelp Cloud service that powers NiroHelp's AI features.
Short version: most of our plugins collect nothing at all. We collect what we need to sell you a license, support you and run the AI features you switch on, and we do not sell personal data.
1. Our WordPress plugins
Our plugins run on your own WordPress site, and the data they handle stays in your own database unless stated below.
- NiroCache does not collect or send any data to us or to anyone else.
- NiroSitemap does not collect or send any data.
- NiroRoadmap makes no requests to external services and stores no personal data. It remembers a visitor's votes in their own browser (localStorage) so they cannot vote twice.
- NiroHelp (free) stores your knowledge base, tickets and replies in your WordPress database. Like all WordPress comments, ticket replies record the author's IP address and browser user agent on your site. Slack and webhook integrations send data only if you set them up, and only to the destination you choose.
None of our plugins include usage tracking or telemetry.
2. NiroHelp Cloud (AI features)
When you connect a site to NiroHelp Cloud to use the AI features, your site sends data to our servers so the AI can answer from your content. For this data, you (the site owner) are the controller and we act as your processor.
- When you connect a site: the site URL, site title, and the name and email of the person connecting it.
- Your published help articles, so answers can be based on them. We turn them into search embeddings on our own servers using an open-source model; they are not sent to a third party for this step.
- Chatbot conversations: the visitor's message, up to ten earlier messages from the same conversation, and the page it was sent from. If a visitor leaves their name and email in the chat, we store them as a lead for your site.
- Tickets you ask the AI to answer: the ticket title, the customer's name and email, any order reference, the urgency and the conversation so far.
We keep a log of AI questions and answers for each site so you can review them and so we can bill AI credits and investigate problems. When a site is removed from NiroHelp Cloud, its indexed content is deleted.
To generate answers, the relevant text is sent to a large-language-model provider: OpenAI (United States) or DeepSeek (China), depending on the service configuration. These providers process the text to produce an answer. Do not enable the AI features if your visitors' or customers' messages must not be processed by these providers.
We use hashed IP addresses only to limit abuse of site registration.
3. Buying a license and your account
Purchases, licenses and subscriptions are handled in your account at my.nirosuite.com. There we collect your name, email address, billing details (such as country and, where needed for tax, address) and your order and license history.
Payments are processed by third-party payment processors. Card details go directly to them; we never see or store your full card number.
We use this data to deliver and renew your license, send receipts and license emails, apply taxes, prevent fraud and meet accounting obligations.
4. Support
When you contact us at support.nirosuite.com, we receive your name, email address, the content of your messages and anything you attach, such as screenshots or site details. We use it only to help you and to improve our documentation.
5. Our websites, cookies and analytics
Our websites use:
- Google Tag Manager, which loads analytics and marketing tags such as Google Analytics. These set cookies and collect information like pages viewed, referrer, device and approximate location.
- Cloudflare Web Analytics, which measures page views without cookies.
- On nirohelp.com, a first-party cookie called nirohelp_attribution (kept for 90 days) that remembers campaign parameters such as utm_source or a referral code from the link you arrived on, so a later purchase can be credited to that campaign or partner.
- Our own support chat widget, which keeps the conversation in your browser's session storage.
You can block or delete cookies in your browser settings, and opt out of Google Analytics with Google's browser add-on.
6. Why we are allowed to use your data
Where the GDPR or similar laws apply, we rely on:
- Contract, to sell and deliver licenses, run NiroHelp Cloud and provide support.
- Legal obligation, for tax and accounting records.
- Legitimate interests, to keep our services secure, prevent fraud and understand how our websites are used in aggregate.
- Consent, for non-essential cookies and marketing emails. You can withdraw consent at any time.
8. International transfers
Our providers may process data outside your country, including in the United States and, for DeepSeek, China. Where required, we rely on appropriate safeguards such as standard contractual clauses for these transfers.
9. How long we keep data
- Order, invoice and license records: as long as tax and accounting law requires.
- Account data: while your account is open, and deleted on request unless we must keep it for the reasons above.
- Support conversations: as long as needed to help you and keep a useful history, then deleted on request.
- NiroHelp Cloud content and logs: while the site is connected. Removing a site deletes its indexed content; you can ask us to delete its logs.
10. Your rights
Depending on where you live, you may have the right to access, correct, delete or export your personal data, to object to or restrict certain uses, and to withdraw consent. California residents may also ask what we collect and ask us to delete it; we do not sell or share personal information for cross-context behavioral advertising as defined by the CCPA.
To make a request, open a ticket at support.nirosuite.com. We will not treat you differently for exercising your rights. You can also complain to your local data protection authority.
If you are a visitor or customer of a site that uses NiroHelp, please contact that site's owner first. They control that data, and we will help them respond.
11. Security
All our services are served over HTTPS, and access to personal data is limited to the people who need it to run the service. No system is perfectly secure; if a breach affects your data, we will tell you and the authorities where the law requires it.
12. Children
Our products are built for businesses and site owners. They are not directed at children under 16, and we do not knowingly collect their personal data.
13. Changes to this policy
We will update this page when our practices change and adjust the date at the top. For significant changes, we may also notify customers by email.
14. Contact
For privacy questions or requests, open a ticket at support.nirosuite.com. See also our Terms of Service and Refund Policy.
