How Jenlu handles your information.

Information Jenlu collects

Jenlu may collect your name, work contact details, website address, company information and the contents of your enquiry. If you choose to answer the optional referral question, Jenlu also records how you heard about the business so it can understand which sources lead to useful enquiries. Leaving this question blank does not affect your enquiry. If you become a client, Jenlu may also process project communications, invoices, support history, technical contacts and access information needed to deliver the agreed work.

Basic server logs may record an IP address, browser information, requested page and time of access for security, reliability and fault diagnosis.

Why it is used

• To respond to enquiries and take steps requested before entering a contract.
• To provide support, projects, subscriptions and account administration under a contract.
• To operate, secure and improve Jenlu’s website and services where there is a legitimate business interest.
• To maintain financial and business records where Jenlu has a legal obligation.
• To establish, exercise or defend legal claims where necessary.

Jenlu does not sell personal information. Enquiry details are not added to general marketing lists without a separate lawful reason and appropriate choice.

Who information may be shared with

Information may be handled by Jenlu employees, part-time team members, approved subcontractors and service providers supporting website hosting, business email, secure file storage, accounting, payments, support tooling, AI-supported tooling or specialist delivery. Access should be limited to what is reasonably needed for the assigned service and subject to appropriate confidentiality and data terms. Information may also be disclosed where required by law, to protect legal rights or with your instruction.

Some team members or providers may process information outside the UK. Where this happens, Jenlu will use an appropriate lawful transfer mechanism and relevant contractual or provider safeguards.

AI-supported tools

The website assistant processes your questions through Jenlu’s website server. When AI answers are available, your question, recent conversation, retained details about your request and the current page path are sent to OpenAI to generate an answer using approved Jenlu service information. The assistant identifies when AI answers are unavailable; its starting-point guides use approved service information without an AI request. Do not enter passwords, payment details, API keys, private customer information or confidential production data. Automated checks cannot reliably identify every sensitive detail. The assistant may be inaccurate and does not replace a confirmed quotation, diagnosis or human support response.

A limited conversation and details about your request are remembered in this browser tab using session storage, so you can continue when moving between pages. The assistant restores this information for up to four hours after your last activity. Use “Clear chat” to remove this browser copy. Contact details entered in the handoff form are not saved in that conversation storage.

Chatting with the public website assistant does not itself submit an enquiry to the team. “Send this summary to Jenlu” lets you review and edit a summary, add your name, email and optional website address, and choose the urgency before sending. Only the reviewed summary and these details are submitted to a persistent conversation in Jenlu’s secure support hub. The confirmation means the conversation was saved and a team notification was queued; it does not confirm email delivery or a response time. Providing an email in this form does not verify customer access. Choosing WhatsApp opens a prepared message containing the summary for you to review and send through WhatsApp.

Jenlu may also use approved AI-supported tools to help classify enquiries, retrieve internal guidance, summarise technical material, draft documentation or support code and diagnostic work. An authorised person remains responsible for material decisions and client-facing work. Before processing identifiable client data or confidential code through an AI provider, Jenlu should assess the provider's contractual controls, retention, model-training terms, security and international-transfer arrangements.

Secure customer support hub

Support conversations at customers.jenlu.com are stored on Jenlu’s server so the team can read, assign and reply to requests, and you can continue the conversation. Messages, reviewed enquiry details, their times, priority and support-access status may be recorded. Notifications to [email protected] include a short message summary, verification status, priority, a supplied website address where available, and a link that requires staff sign-in. A saved message and its email notification have separate delivery states.

Private account information is available only after verification against a contact and email address explicitly enabled by a Jenlu administrator. Single-use codes are emailed only to those authorised contacts; they expire after ten minutes and are entered in a separate verification form. The support hub exposes only the permitted customer name, confirmed websites, confirmed active service names or packages, and that contact’s support conversation. It does not grant access to the staff hub, internal notes, credentials, financial records or another customer’s information. An authorised contact may also receive an email telling them a team reply is available; that notification contains a portal link, not the private reply or an access token.

This support integration does not send private account facts or hub support messages to an external AI provider. They are not saved in the public website assistant’s browser session storage. The public assistant’s AI processing is described separately above. Do not send passwords, payment details or other unnecessary sensitive information in either chat.

The support hub uses an essential cookie restricted to customers.jenlu.com. On the live site it is marked Secure and HttpOnly, so browser scripts cannot read its session token. An anonymous support session lasts up to 24 hours. A verified session ends after two hours or 30 minutes of inactivity, and can end sooner if access is revoked or you sign out. Signing out or clearing the public assistant’s chat removes access or the browser copy; it does not delete server-held support records. Those records follow the retention periods below.

Technical access and credentials

Support work may require temporary access to websites, hosting, domains or connected systems. Access should be provided through individual accounts or a secure agreed method wherever possible. Jenlu limits use to the agreed work and removes or returns retained credentials when they are no longer needed.

How long information is kept

Enquiries that do not become client work are normally retained for no longer than 24 months so Jenlu can respond to follow-up questions and understand previous contact. Client, project and support records are retained for the relationship and afterwards where needed for continuity, contractual records, legal claims or tax and accounting obligations. Financial records may be retained for up to seven years. Credentials and unnecessary technical exports should be removed sooner once the work and handover are complete.

Cookies and analytics

Your choice. Google Analytics 4 is optional. It loads only after you choose “Accept analytics”. Choosing “Reject analytics”, or leaving the choice unanswered, keeps Google Analytics off. You can use the website, send an enquiry and buy a care plan without accepting analytics. Use “Cookie settings” below to change your choice or withdraw consent. You can return here at any time using “Privacy & cookies” in the footer. Your choice is remembered in this browser for 180 days using local storage.

Website check invitation preferences. The optional animated website helper remembers when its introduction was shown and when you dismissed it in this browser. These local timestamps prevent repeat introductions during a visit and for seven days afterwards; closing the invitation suppresses automatic appearances for 30 days. The small check tab remains available. These preferences contain no visitor identifier or enquiry details and are not sent to Jenlu or an analytics provider.

What we measure. With your consent, Google Analytics helps Jenlu understand page visits, broad traffic sources, engagement and scrolling, contact-link clicks, successful enquiries, checkout starts and confirmed care-plan signups. A phone, email or WhatsApp click records the action, not the contents of a call or message. An enquiry is counted only after the website confirms that it was accepted. We do not send your name, email address, phone number, website field, enquiry text, assistant conversation, payment details or checkout session identifier to Google Analytics. Page URLs have query strings and fragments removed; only validated campaign labels are used for campaign attribution.

Cookies and retention. With analytics enabled, Google uses first-party _ga and _ga_0J5Q9F57XH cookies to distinguish browser visits. Their configured lifetime is up to 180 days, without extending the expiry on each visit. Withdrawing consent stops further collection and removes these analytics cookies from this site. Analytics event and user-level data is retained for 14 months; standard aggregated reports can be retained for longer. Google receives technical information such as browser/device details and uses the connection to derive approximate location. Google Analytics does not log or store individual IP addresses.

Google and advertising. Google processes analytics data on Jenlu’s behalf and may process it outside the UK under its applicable data-processing and transfer terms. Google Signals, advertising cookies and advertising personalisation are disabled for this implementation. See how Google uses information from sites that use its services. Our basis for optional analytics is your consent.

Essential services. The enquiry form does not require an analytics cookie. The website assistant uses a necessary session cookie to limit abusive requests. Sending a summary to the support hub or opening it uses the essential support-session cookie described above. Payment, security and hosting providers may also use technology needed to deliver the service you request. Rejecting analytics does not disable these essential functions.

Your rights

Depending on the circumstances, you may have rights to access, correct, erase or restrict your personal information, object to certain processing, request portability and withdraw consent where consent is the lawful basis. These rights are not absolute in every situation.

Contact [email protected] to make a request. You may also complain to the UK Information Commissioner’s Office through ico.org.uk.

Changes to this notice

This page will be updated when Jenlu changes how personal information is used or introduces new website services. The date at the top shows the latest revision.