Privacy notice

Who this notice covers

This notice is written by GHL Customer Care, the support desk reachable at support@ghlcustomercare.com, and it covers two things: this website at ghlcustomercare.com, and the support requests people send to the addresses on it.

It does not cover the brand you bought your product or service from. That company holds its own records about you, including anything to do with billing, contracts and the account itself, under its own privacy terms. If your question is about an invoice or a subscription, that is who to ask, and the desk will say so plainly rather than leaving you waiting.

What you send the desk

When you email the desk, everything you include arrives with the message and becomes part of a tracked request. In practice that is usually your name and email address, the name of the company or account you are writing about, a description of the problem, and whatever you attach: screenshots, short recordings, exported files, log extracts.

Sometimes a request needs access to a system in order to be fixed. When that happens, the desk asks for the narrowest access that does the job, says what it intends to change before changing it, and tells you afterwards what was touched. Access is used for the request it was granted for and nothing else.

Please do not put passwords in an email, and please do not send more personal data than a request needs. If a file you are about to attach contains a customer list, health information or payment details that have nothing to do with the fault, redact it or ask first. The desk will suggest a safer route.

What this website collects

Nothing on this website asks you to identify yourself, and no page on it submits anything to a server here. Specifically:

• The message builder on the get support page assembles a draft in your own browser and hands it to your email app. It is never transmitted to this site, and nothing you type into it is stored.
• Site search downloads a small index file to your browser and matches your query against it locally. What you search for never leaves your device.
• There is no analytics, no advertising technology, no session recording, no heatmaps and no tracking pixels. There is no embedded video and no social widget. Fonts are served from this site rather than from a third party, so loading a page does not announce your visit to anybody else.

Like any website, the server that delivers these pages keeps standard request logs: the requesting IP address, the time, the page asked for and the browser user agent. Those exist so that abuse and faults can be investigated. They are not used to build a profile of you, are not combined with support requests, and are not shared with advertisers.

Cookies and browser storage

This site sets no cookies. Not essential ones, not analytics ones, none. What it does use is your browser's own storage, and only for the display choices you make here: light or dark theme, accent colour, and the reading settings in the accessibility panel such as text size, spacing, contrast and reduced motion.

That is what the storage notice at the bottom of the screen is asking about, and the two answers do genuinely different things:

• Remember my settings keeps those choices in local storage, so the site looks the same the next time you visit on this browser.
• Essential only keeps them in session storage instead, which your browser throws away when you close the tab. Nothing outlives the visit.

Either way, the values are keys like a theme name and a text size. They contain nothing about who you are, they are readable only by this site on your own device, and they are never transmitted anywhere. You can change your answer at any time using the storage preferences link in the footer, or clear the lot from your browser settings.

How long things are kept

Support threads are kept while the desk is supporting you, and for up to twenty four months after the last message on the thread. That window exists for a practical reason: when the same fault returns a year later, the history of what was done last time is usually what solves it in an hour instead of a day. After that period, threads are deleted or stripped of anything identifying.

Attachments live with the thread they arrived on and go when it goes. If you ask for a specific attachment to be removed sooner, that is fine and it will be done. Server request logs are kept for a short operational period, measured in weeks rather than years, and then discarded.

Who can see your request

Inside the desk, your request is visible to the people who work on requests. It is not circulated more widely than that, and it is never used for marketing.

Where the work you are writing about was arranged by the brand you bought from, that brand can see the request, because it is their customer relationship and they are accountable for what was delivered. This is the normal shape of white-label support and it is worth knowing rather than discovering.

Beyond that, information is handled by the suppliers that make the desk work: the email and helpdesk system that receives your message, and the hosting that serves this site. They process it under contract, on instructions, and for no purpose of their own. Nothing is sold, rented or shared with advertisers, ever. If you want to know which providers are in use at the moment, ask at info@ghlcustomercare.com and you will be told rather than referred to a list that has gone stale.

Information may also be disclosed where there is a genuine legal obligation to do so. If that ever happens and the desk is permitted to tell you, it will.

Copies, corrections and deletion

Write to info@ghlcustomercare.com from the address you normally use, and say which of these you want:

• a copy of the support requests and information held about you,
• a correction where something recorded about you is wrong,
• deletion of your requests, or of one specific message or attachment,
• an explanation of where a particular piece of information came from.

Data protection law in a number of countries gives people rights along these lines, with different names and different deadlines. Rather than working out which regime applies to you, the desk answers all of these the same way: an acknowledgement within one business day, and the request itself completed within thirty days. There is no charge.

Two honest limits. First, deleting a support thread here does not delete anything held by the brand you bought from, so ask them separately if that is what you want. Second, where a record has to be kept to meet a legal or accounting obligation, it will be kept and you will be told which record and why.

Security, and one ask

Access to support threads is limited to the people who need it, accounts on the systems the desk uses are protected with multi-factor authentication, and access granted to your systems is used narrowly and handed back. This site is served over HTTPS.

No system is perfect, and pretending otherwise would be the first dishonest line in this notice. If something goes wrong that affects your information, you get told what happened, what it means for you and what is being done, in plain language and quickly.

The one ask is this: email is not a secure channel and never has been. Do not put passwords, card numbers or anything you would not want copied into it. If a request needs credentials, say so and the reply will propose a safer way to hand them over. If you spot a security problem with this site, write to info@ghlcustomercare.com and it will be taken seriously rather than defensively.

Changes to this notice

When this notice changes, the date at the top of the page changes with it. There is no archive of previous versions, so if something here matters to you, keep a copy. If a change ever alters something material about how support requests are handled, it will be explained on the thread rather than left for you to notice.

Questions about any of it go to info@ghlcustomercare.com. A question about a live problem still goes to support@ghlcustomercare.com, where it will be picked up faster.