Privacy Policy

This Privacy Policy explains how Cliantale Limited, a company registered in New Zealand (company number 9448452) ("Cliantale", "we", "us" or "our") collects, uses, shares and protects personal information.

We comply with the New Zealand Privacy Act 2020 and its Information Privacy Principles and, where it applies to us, the Australian Privacy Act 1988 and the Australian Privacy Principles.

1. Who this policy covers

• Website visitors: people who browse cliantale.com.
• Enquirers: people who contact us through our website.
• Customers: the people at businesses that use Cliantale, such as account users and billing contacts.
• Our customers' customers: people whose reviews, survey answers or support tickets our customers upload for analysis. Section 7 explains how we handle this information.

2. Information we collect

• When you contact us: your name, work email, phone number (if you give it), company and your message.
• How you found us: the page you were on, the website that referred you, campaign tags and advertising click identifiers in the link you followed, and your approximate country.
• When you use our website: information collected through cookies and similar technologies, such as pages viewed and how you interact with them. Our Cookie Policy explains this.
• When you become a customer: account and contact details, billing information and records of your use of the service. Card payments are handled by our payment provider; we do not store full card numbers.
• For security: a one-way scrambled (hashed) version of your IP address, used to prevent spam and abuse. We do not store your IP address itself with your enquiry.

3. How we use your information

• to respond to your enquiry and follow up about Cliantale;
• to provide, maintain, secure and support our service;
• to manage accounts, billing and our relationship with customers;
• to understand how our website is used and which marketing works, so we can improve both;
• to protect our website and service from spam, fraud and misuse;
• to meet our legal obligations.

We only use personal information for the purpose we collected it for, a directly related purpose, or as otherwise permitted by law.

4. Advertising measurement

When you send us an enquiry, we may share a hashed (scrambled) version of your email address, phone number, name and country with advertising platforms such as Google Ads. This lets the platform tell us whether one of our ads led to your enquiry, without receiving your details in readable form. It is sometimes called "enhanced conversions". We may also tell these platforms when an enquiry later becomes a customer, using the same hashed details.

We do not sell your personal information.

5. Marketing

We only send you marketing messages where the law allows, including the New Zealand Unsolicited Electronic Messages Act 2007 and the Australian Spam Act 2003. Every marketing message includes a simple way to unsubscribe.

6. Who we share information with

We share personal information only with service providers who help us run our business, and only for that purpose. These include:

• Cloudflare: website hosting, security and our enquiry database;
• Slack: internal notifications so our team can respond to enquiries;
• Google: Google Tag Manager, Google Analytics and, in future, Google Ads;
• Meta: advertising measurement, if and when we advertise on Meta platforms;
• AI providers: to analyse customer feedback as part of our service;
• Payment providers: to process subscription payments.

We may also disclose information where required by law, to protect our rights or the safety of others, or as part of a sale or restructure of our business.

7. Information our customers upload

Our customers upload customer feedback, such as reviews, survey answers and support tickets, which can include the names and comments of their own customers. For this information:

• we process it on behalf of our customer and only to provide our service to them;
• our customer is responsible for having a lawful basis to collect and share it, and for telling their customers how it is used;
• we never use it to train artificial intelligence models, and we do not allow our AI providers to do so;
• we delete it within 30 days after the customer's subscription ends, unless the law requires us to keep it longer.

If you want to access or correct feedback about you that a business has shared with us, please contact that business first. We will help them respond.

8. Overseas storage and transfers

Some of our service providers are located, or store information, outside New Zealand and Australia, including in the United States. When we send personal information overseas, we take reasonable steps to make sure it is protected in a way that, overall, provides comparable safeguards to those in the New Zealand Privacy Act 2020 and the Australian Privacy Principles, for example by using reputable providers with appropriate contractual and security commitments.

9. How we protect your information

We take reasonable steps to protect personal information from loss, unauthorised access, use, change and disclosure. Our Security page explains our approach. No system is completely secure, so we cannot guarantee absolute security.

If a privacy breach is likely to cause serious harm, we will notify the affected people and the New Zealand Office of the Privacy Commissioner and, where the Australian Notifiable Data Breaches scheme applies, the Office of the Australian Information Commissioner.

10. How long we keep information

• Enquiries: for as long as needed to respond and follow up, and generally no longer than 2 years after our last contact with you.
• Customer account and billing records: for as long as you are a customer and afterwards for as long as the law requires, for example for tax records.
• Customer Data uploaded for analysis: deleted within 30 days after the subscription ends, as explained in section 7.

11. Your rights

You can ask to see the personal information we hold about you and ask us to correct it. We will respond as required by law, usually within 20 working days. There is no charge for making a request. We may need to confirm your identity first.

You can also ask us to delete your information or stop contacting you, and you can opt out of analytics and advertising cookies as described in our Cookie Policy.

12. Questions and complaints

Our Privacy Officer handles privacy questions, requests and complaints. Please contact us using the contact form on our website at cliantale.com (select "Contact Now") and mention "Privacy" in your message. We will acknowledge your complaint and try to resolve it promptly.

If you are not satisfied with our response, you can complain to:

• New Zealand: the Office of the Privacy Commissioner at privacy.org.nz.
• Australia: the Office of the Australian Information Commissioner at oaic.gov.au.

13. Children

Cliantale is a business service and is not directed at children. We do not knowingly collect personal information from children.

14. Changes to this policy

We may update this Privacy Policy from time to time. We will post the updated version on this page with its effective date and, if the changes are significant, we will let customers know.

15. Who we are

Cliantale Limited, a company registered in New Zealand (company number 9448452). Our registered office is recorded on the New Zealand Companies Office register under company number 9448452.