About this policy
Please read the policy carefully.
Who we are
We are Kivue Limited, a company registered in England and Wales - No.8607212.
Our registered office is at:
100 Longwater Avenue
We are registered with the Information Commissioner's Office under number ZA067988
We communicate with you pursuant to the contract with have with you or the company you work for or for our legitimate interests in providing customer service and support, dealing with your enquiries or otherwise providing information about our business.
To opt-out of any communications we send, you can either click the 'unsubscribe' link at the top of any emails or send an email to firstname.lastname@example.org to let us know you want to opt-out.
The data we collect about you
We may collect, use, store and process different kinds of information about you when you use this website, our support portal or register for any services. The personal data we process will depend upon the nature of our dealings with you, but is likely to comprise:
- Identity data (name, user name, customer name and address, title, IP address, social media user name)
- Contact data (email address, address, telephone number and other contact details)
- Product/services data (details of any orders placed, services provided)
- Finance data (account details and amounts paid)
- Support data (any data you provide in the support ticket or to the support service, which comprises personal data and tracking the progress of the support request)
- Posts on our social media pages
- Information you post on LinkedIn and other social media
How we collect information from you
Most information we collect directly from you or from our interactions with you, however some data we do collect or receive via or from third parties:
The settings in your browser allow you to accept or decline cookies depending upon your preferences. If you reject cookies you may not be able to use our website.
We use a tool (HubSpot) which employs web beacons or similar technology to track which emails are opened, which contacts open attachments, which links are clicked on, or which documents downloaded. It may therefore process a user's name, email address and IP address in connection with the tracking activities described above. More information on this is set out below under the section Sharing your information and in the third-party privacy policies referenced there. You can adjust your settings to opt out from this technology, as specified in the HubSpot cookies policy at https://legal.hubspot.com/cookie-policy.
How we collect and retain further information
We collect information about you that you provide when you register to use our software, support portal, support ticketing service, SMS service or our blog, through the completion of various forms on our site when you contact us, make enquiries, order products and services, use any service, apply to us, give us feedback, click on links, open emails, download information or submit support tickets or requests.
We may also collect information when you contact us by other methods other than the website and support portal and information that you supply to us after your initial contact with us. Information collected in these ways may identify you personally. We will retain information we collect about you for as long as we believe is reasonably necessary.
Where we are processing the information under a contract with you or where you are the designated contact person for an account, we will need to keep the information for the duration of the contract and for such period afterwards as may be necessary to deal with any post-contractual queries or issues and deal with our legal and financial obligations. We will need to keep financial records for 7 years.
Where we are processing data to provide the SMS service or send you marketing communications, you have the right to opt out from receiving such communications at any time, in which case we will keep the data on our opt out list to ensure we have a record of your communication preferences. If you do not wish us to keep a record of this, we will delete the data but will be unable to check your preferences in future. Please note that if you opt out from the SMS service, you may not receive important technical communications.
Firetext SMS data:
You can request deletion of your information by emailing us at email@example.com and we will delete this where it is not required for the reasons mentioned before.
How we keep your information secure
What your information is used for
If you register for a Perform® account, SMS or support services or register on the support portal, we will use your information to provide this service to you and to carry out our contractual obligations to you or the account holder and to notify you about changes to our services. We will also use your information for our legitimate business interests of providing customer service or responding to enquiries where you wish to use our blog or fill in forms on our website or otherwise wish to give use feedback. We will use this for our legitimate interests as long as this does not cause significant risk to your rights and freedoms.
When you register with us as a user, register on downloading information or signing up to our blog(s) or services, buy from us or give us your opt-in consent, we will also use your information for our legitimate interests of marketing and promotion. For example, you may receive email newsletters and notification of blog posts as part of these marketing communications. There is an option to unsubscribe from these at any time.
If you do not object, we may use the information we hold on you for our legitimate business interests of obtaining customer feedback for service and product improvements and to improve the customer experience on your use of our software, support and/or services and/or website or support portal. We may also share your information with our associated consultancy company Pro4 Solutions Limited for our and their legitimate interests and to meet customer needs to the extent we believe this to be of benefit to you.
We may use aggregated data about users of our site, sales patterns and other statistical data for our legitimate interests of service administration, site and product improvements, but it will not be possible to identify individuals from that aggregated data.
Sharing your information
We may share your information with our associated consultancy company Pro4 Solutions Limited for our and their legitimate interests of creating business opportunities and meeting customer needs to the extent we believe this to be of benefit to you.
As mentioned above, we may also share your information with our partners for the purposes of data backup. For example, our blog is hosted on HubSpot we provide the support ticketing service through Freshdesk, our support portal is powered by the Freshdesk platform and our SMS communication services in connection with those support services through Firetext. We share this for our and your legitimate interests of providing the support, SMS service, blog and relevant information on the blog and enhancing our website offering.
Hubspot ‐ Hubspot is a tracking tool, which we use on our customer contact and content pages, blog, and webinar pages and certain data (name, user name, email address, IP address, emails opened, links clicked on and content downloaded) you submit via our website may be shared with hubspot.com. Hubspot Inc. is based outside of the EEA in the USA. We have a contract with hubspot.com and executed EU Standard Contractual Clauses which means that international transfers of your personal data to the USA can be carried out lawfully. Where other HubSpot entities are involved in the services, HubSpot has taken the measures described in its data protection addendum at https://legal.hubspot.com/dpa.
We may also share your information with a purchaser of our business or company subject to appropriate confidentiality undertakings, our professional advisers and where required by law or court order or to cooperate with investigations.
Except as set out above, we will not sell, publish or share any information about our customers unless given express permission to do so.
To access the information stored about you or obtain confirmation about whether we are processing your personal data
To request the information Kivue Limited has stored about you, which is your right as listed under the UK GDPR and Data Protection Act 2018 as a Subject Access Request, you must put this request into writing, and send to Kivue Limited. 100 Longwater Avenue, Green Park, Reading, RG2 6GP. We may request further information to clarify your request or satisfy ourselves of your identity. We will respond within 30 days unless this is not possible due to the nature of the request in which case, we will notify you of this as soon as possible, giving you an indication of our time line for response.
Your other rights
Under data protection legislation, in addition to the access right above, you have the right to:
- request that we update or amend the information we hold about you, if it is wrong;
- object to the processing of your information for direct marketing purposes or profiling;
- object to your personal information being subject to automated processing;
- ask us to remove your personal information from our records without delay, in certain circumstances;
- a right to portability of photographs and images which you provided to us, returned in a 'machine readable' format and, where requested, transferred directly to another data controller (free of charge);
- raise a concern or complaint with us about the way in which your information is being used;
- if unsatisfied with the outcome of any complaint we have investigated, then raise a concern or complaint about the way in which your information is being used with a data protection authority - in the UK: the Information Commissioner's Office (ICO)