1. Overview
CiteHelp ("CiteHelp", "we", "us", or "our") provides the CiteHelp Format software add-in for Microsoft Word and Google Docs, as well as the online citation platform at citehelp.com (collectively, the "Services").
This Privacy Policy explains how information is handled when you use our add-ins and web tools. We believe that student, researcher, and educator privacy is non-negotiable.
2. Information We Collect
We collect only the minimal information strictly required to authenticate users, manage active Pro subscriptions, and deliver customer support:
A. Account & Authentication Data
- Email Address: When you sign in to CiteHelp or activate a Pro subscription, we collect your email address to send 6-digit numeric login verification codes (OTP) and confirm your Pro license status.
- Authentication Tokens: When signed in, a secure, cryptographically signed session token (JWT) is stored locally on your device (in add-in local storage or Google UserProperties) to maintain your login session.
B. Payment & Billing Information
- All subscription payments, invoicing, and tax calculations are handled securely by our authorized Merchant of Record, Lemon Squeezy (and Paddle).
- CiteHelp never collects, sees, or stores credit card numbers or bank account credentials. Lemon Squeezy provides us solely with an anonymized customer identifier, license status (
active, cancelled, or expired), and access to the self-service Customer Portal.
C. Support Communications
3. How We Use Your Information
We use collected data solely for legitimate operational purposes:
- To authenticate your identity and unlock CiteHelp Pro features across Microsoft Word and Google Docs.
- To manage active subscriptions, process renewals, and send essential transactional emails (login codes and payment receipts).
- To provide technical assistance and software maintenance.
- To prevent fraud, abuse, or unauthorized access.
4. Data Sharing & Third-Party Services
CiteHelp does not sell, rent, or monetize your personal data or document content. We share data only with essential, vetted infrastructure providers:
- Lemon Squeezy / Paddle: Merchant of Record for secure billing, currency conversion, and global tax compliance.
- Transactional Email Services: Secure dispatch of 6-digit one-time login verification codes.
- Cloud Infrastructure: MongoDB Atlas cloud database servers protected by TLS encryption in transit and AES-256 encryption at rest.
- Legal Obligations: We may disclose information only if required by lawful court order, subpoena, or applicable legislation.
5. Data Security
We implement robust technical and organizational security controls:
- All communication between the add-in, web portal, and backend APIs is encrypted using HTTPS / TLS 1.3.
- One-Time Password (OTP) verification codes expire automatically within 10 minutes and are hashed with SHA-256 before storage.
- Strict rate limiting is enforced on all authentication and metadata retrieval endpoints to prevent brute-force attacks.
6. Data Retention & Deletion
- Login Verification Codes: Automatically purged from database records after 10 minutes.
- Account Records: Maintained for the duration of your active subscription. You may request permanent deletion of your account and email data at any time.
7. Your Privacy Rights (GDPR, CCPA & Global)
Regardless of where you reside, you have full control over your personal data:
- Access: Request a copy of the personal data associated with your email.
- Rectification: Correct or update your email address.
- Erasure ("Right to be Forgotten"): Request complete deletion of your account by contacting privacy@citehelp.com.
- Self-Service Subscription Cancellation: Cancel your subscription anytime directly from your dashboard or in-app account portal.
8. Children's Privacy
CiteHelp is intended for university students, researchers, educators, and secondary school students. We do not knowingly collect personal information from children under the age of 13.
9. Contact Us
