Privacy note: help.anonylabs.com

Version 2026-10-18.3

1. Who is responsible

Anony Labs (Oude Apeldoornseweg 45-067, 7333 NR Apeldoorn, Netherlands, KvK 42189873), the controller. Privacy contact: privacy@anonylabs.com. This note covers help.anonylabs.com and the support tickets it sends us. The rest of anonylabs.com is described in anonylabs.com's privacy note, your AnonyID in AnonyID's privacy note.

2. Reading the Help Center

Reading articles needs no account and sets no cookie. We keep no visitor log: our web server records no visits, and there is no analytics, advertising or tracking. Fonts, styles and scripts come from our own server.

3. Support tickets

The contact form (without signing in, when it is open): What you send: your e-mail address, your name if you give one, the product it is about, the language of the page and your message. It becomes a ticket in our support desk; we use the address only to answer you.
My tickets (signed in with your AnonyID): When you sign in here with your AnonyID, AnonyID gives the Help Center an identifier for you that only the Help Center receives (a "pairwise" identifier: no other app has the same one), if you confirmed a recovery e-mail address, that address, and, if you have a name at AnonyID, that name. The name is used only to greet you while you are signed in here ("Hi …"): it stays in your sign-in cookie below, is not stored on our server and is never added to a ticket or sent to our support desk. A ticket you send while signed in is kept with that identifier, so that you, and only you, can see it, read our answers and reply; the address (if any) is kept with it so that we can reach you by e-mail about that ticket if we need to. Your messages, the product, the page's language and our answers are kept as well. Notes our staff write for each other are never shown here. Our answers are shown as "Anony Labs Support", never with a staff member's name.
Where: On our own support server (Chatwoot, open-source support software we run ourselves; no Chatwoot company service is involved), on a server we rent from InstantNode, in a data centre in the Netherlands (EU). Encrypted backups of the support desk are kept on that server for 14 days, so a deleted ticket can remain in them for up to 14 more days.
How long: A ticket is deleted 12 months after it was closed, with every message in it, by a daily clean-up on the support server; a contact without any ticket left is deleted with it. Writing again in a closed ticket reopens it. You can ask us to delete your tickets sooner at the privacy contact above. Deleting your AnonyID does not delete your tickets by itself: they follow these 12 months.

4. Cookies

Only when you sign in here with your AnonyID, and only these, all limited to help.anonylabs.com:

__Host-anony-help: Keeps you signed in for 12 hours: your Help Center identifier, your confirmed e-mail address and your name if AnonyID sent them, and what is needed to sign you out — encrypted with a key only our server has. Removed when you sign out.
__Host-anony-help-flow: Ties one sign-in to this browser (10 minutes, encrypted).
__Host-anony-sso: Holds only "1": you signed in here before, so a page can sign you in again automatically while you are still signed in to AnonyID (400 days; removed when you sign out or the automatic sign-in fails).
__Host-anony-sso-try: Holds only "1": an automatic sign-in was already tried in this browser session, so it is never tried twice (until you close the browser).

Anony Labs staff, signed in with a staff AnonyID, also see our chat panel and its assistant (section 6); it uses the same cookies (no other cookie, no third-party script). Its conversations are live chats: they are kept like tickets (section 3) but shown only in the panel, not under My tickets. It also keeps two small things in your browser, never sent anywhere:

anony-help-chat (session storage, this tab only): Where the panel was, so that it stays there when you open another page: open or closed, which view, which conversation number, and a message you were still typing. Never your questions to the assistant or its answers. The typed message goes when you send it; everything goes when you sign out or close the tab.
anony-help-chat-seen (local storage): The number of the last message you saw in each conversation, for the unread dot.

5. The bot check (Cloudflare Turnstile)

Before the contact form, a new ticket or a reply is sent, Cloudflare Turnstile checks that a person sends it. Its script and challenge load in your browser from challenges.cloudflare.com, where Cloudflare, Inc. collects what it needs — browser and device signals and your IP address — as our processor for this check. Our server sends Cloudflare only the one-time answer of the check, never your IP address or your message, and keeps neither. Cloudflare operates globally, so this data may be processed outside the EU, as described in the Turnstile privacy addendum and Cloudflare's privacy policy. To limit abuse we also count sends per connection and per AnonyID, in memory only, under a keyed hash, for at most an hour.

6. The assistant (Anthropic)

For now the assistant is switched on only for Anony Labs staff. Where it is on, the chat panel offers "Ask a question": an AI assistant answers from our Help Center articles. Its answers can be wrong. If our articles do not answer your question, if it is something a person should handle (for example a payment problem, a report or a locked account), or if you say an answer did not help, the assistant passes you to our team on its own: as a live chat in the panel when someone from our team is online, otherwise as a ticket under My tickets. You can always write to a person directly instead ("Send us a message"): the assistant is then not used, and nothing of that message goes to Anthropic.

What happens to a question: Our server picks the articles that best match it, on our own server. It then sends Anthropic, PBC (USA), which runs the AI model (Claude), only this: your question, your earlier questions and the assistant's answers in the same assistant conversation, the language of the page, and the text of up to four of our articles. Before sending, e-mail addresses and long numbers (such as phone numbers) in your question are replaced by a placeholder. It sends no account details: not your AnonyID identifier, e-mail address or name, no ticket number, and not your IP address (the request comes from our server). Please leave other personal details out of your question too.
Anthropic: Anthropic processes the question as our processor, under its Commercial Terms and its Data Processing Addendum. Anthropic processes data in the USA; the transfer from the EU relies on the EU Standard Contractual Clauses (controller to processor) that this addendum incorporates. Anthropic says it deletes API inputs and outputs within 30 days; content its automated systems flag under its usage policy may be kept for up to 2 years, and data may be kept longer where the law requires (Anthropic's retention page).
On our side: An assistant conversation is kept only in our server's memory, for at most one hour after your last question (and not after a restart); we do not store it. While you stay signed in, the chat panel shows it again when you open another page; "Start over" or signing out deletes it. When the assistant passes you to our team, your questions to it, as you typed them (greetings left out), become the first message of that live chat or ticket, kept as in section 3; what you write in the assistant after that goes into the same chat or ticket. A note for our staff is kept with it: your questions to the assistant, its answers, the articles it used, and a short summary and labels (product, topic, urgency, language) that the assistant made. That note is never shown to you here and is deleted with the chat or ticket; you can ask for a copy (section 8). To limit abuse and cost we count questions per AnonyID, in memory only, under a keyed hash, for at most a day, and keep a monthly total of the assistant's usage (numbers only, no content).

7. Why, and on what legal basis

Answering your questions, by a person or by the assistant at your request, and keeping your tickets so you can follow them: your request (GDPR Art. 6(1)(b)). The bot check and the counting: our legitimate interest in keeping the support desk free of automated abuse (Art. 6(1)(f)).

8. Your rights

You can ask for a copy of your tickets, for corrections, for deletion and for restriction, and object to processing based on legitimate interests, at privacy@anonylabs.com. You can complain to the Dutch data protection authority (Autoriteit Persoonsgegevens).

9. Changes

Version 2026-10-18.3: the hosting company is named (InstantNode, data centre in the Netherlands, section 3); the contact form without signing in is open only while we can answer it by e-mail (section 3).

Version 2026-10-18.2: the chat panel keeps its place when you open another page, and its live chats are no longer listed as tickets (section 4); the assistant passes you to our team on its own, as a live chat or a ticket (section 6).

Version 2026-10-18.1: the assistant (section 6): what it sends to Anthropic, Anthropic as our processor, what we keep when you hand a question over to a person.

Version 2026-10-17.1: first version of this note (the Help Center, My tickets with AnonyID, the bot check).