Privacy Policy

01Who we are

ClientTell.com ("ClientTell", "we", "us") operates https://clienttell.com and the ClientTell customer-intelligence service. We are the data controller for the information described in this policy. For any privacy question, email [email protected] — a human reads it.

02The data we process

We process only the minimum necessary to run the service, in four categories:

• Account data — name, work email address, company, password (stored as a salted hash) and billing information you provide when creating or paying for an account.
• Customer feedback data — surveys, feedback responses, reviews, tickets and other text you upload, import or collect through the service, along with the analysis we produce from it on your behalf.
• Usage data — how you interact with the service (pages, features, response volumes), used to operate, secure and improve the product. This is pseudonymous and does not include the content of your customer feedback.
• Correspondence — messages you send us via contact forms or email, used solely to respond to you.

03How we use your data

We use account and billing data to provide, bill and secure the service. We use customer feedback data strictly to provide the service to you: to run the analyses you request, display results, generate reports and power alerts. We use usage data to maintain security, diagnose faults and understand aggregate product performance.

The single most important line in this policy: we do not use customer feedback data to train, fine-tune or improve foundation models or any AI system that serves other customers, and we never use it to improve a competitor's product. When ClientTell analyses your feedback, the model does the reading on your behalf; it does not keep what it reads.

04Legal bases for processing (GDPR)

Where the GDPR applies, we rely on the following legal bases: performance of a contract, for account creation, billing and the core operation of the service; legitimate interest, for security, fraud prevention and improving the product; and consent, where we ask for it (for example, marketing emails, which you can withdraw at any time). Where you provide customer feedback data, you are the controller (or processor on behalf of your own customers) and we act as a processor under your instructions — see our Data Processing Agreement.

05Sharing and subprocessors

We do not sell, rent or trade your personal data. We share data only with the limited set of subprocessors required to run the service — cloud infrastructure and hosting providers, transactional email providers, and payment processors — each bound by contract to use the data only to provide services to us, and each with appropriate security. A current list of subprocessors is available on request at [email protected] and is updated as it changes. We will never share your customer feedback data with advertising networks or use it for ad targeting.

06Your rights

Depending on your jurisdiction (including under the GDPR and the California Consumer Privacy Act, as amended), you have the right to access, correct, export, delete or restrict the processing of your personal data, to object to processing based on legitimate interest, to withdraw consent at any time, and to lodge a complaint with your supervisory authority. In California, you also have the right to know what we collect and to opt out of any "sale" or "sharing" of personal information — we do neither.

• Export: download everything the service holds about your account and feedback at any time from your workspace settings.
• Deletion: delete your account and all associated data in-product, or by emailing [email protected]. We honour deletion within 30 days.
• Access and correction: view and update your account details at any time, or ask us to correct anything inaccurate.

07Retention

We keep account data for as long as your account is active and for a short period afterwards to honour tax and legal obligations. Customer feedback data is retained for as long as you keep it in the service, and is deleted on your instruction or when you delete your account. Backups are purged on a rolling schedule that never exceeds 30 days beyond the underlying deletion. Marketing correspondence data is kept until you unsubscribe or ask us to delete it.

08Security

We encrypt data in transit (TLS) and at rest, enforce strict access controls so only named personnel can reach infrastructure, require multi-factor authentication for team access, and run regular security reviews of our code and infrastructure. No system is perfectly secure; if we ever become aware of a breach affecting your personal data, we will notify you without undue delay as required by law.

09Children

The service is not directed at children under 16, and we do not knowingly collect personal data from them. If you believe a child has provided us data, contact [email protected] and we will delete it.

10International transfers

Where data is transferred outside the European Economic Area or the UK, we rely on appropriate safeguards, including the European Commission’s Standard Contractual Clauses, to ensure your data receives equivalent protection.

11Changes to this policy

We will post any changes to this page with an updated "Last updated" date. Material changes that affect your rights will be announced by email to account holders before they take effect. Continued use of the service after changes take effect constitutes acceptance of the updated policy.

12Contact

For any privacy question, request or complaint, email [email protected] or write to us via the contact page. We reply within one business day, and we take every privacy report seriously.