Privacy Policy

Who we are

Problem Free Limited is a company registered in England and Wales (company number 04602671) with a registered office at Scrapstore House, Sevier Street, St Werburghs, Bristol, BS2 9LB.

When you use our services, you’ll share some information with us. We want to be upfront about the information we collect, how we use it, who we share it with and the choices we give you to control, access and update your information.

For the purposes of data protection legislation, we are the data controller of your personal data. We are registered with the Information Commissioners Office in the UK with reference number Z2957965.

Please read this privacy policy carefully in conjunction with our  Cookie Policy

Questions, comments and requests regarding this privacy policy are welcomed and should be sent to [email protected]

Summary

  • We keep the information we hold about you to a minimum
  • We use your data to provide our services to you, respond to your enquiries, manage our relationship with you, meet our legal obligations, and improve our website
  • We delete your data when it is no longer needed for these purposes
  • Generally, we do not give your information to third parties, but there are some exceptions
  • You have a host of privacy rights
  • We take security seriously
  • We are happy to answer your questions about any of this.

The personal information we collect and use

We ensure that your privacy is respected at all times and our primary goal is to improve upon and make sure our services and messaging are relevant for all our users, while also ensuring that personal information of all users is respected and protected. To learn about the information we collect and how we use your personal data, read the notice or notices that apply best to your relationship with us:

  • I hold an account with you to create surveys (questionnaires), forms, quizzes or polls (Creator)
  • I have received a survey, form, quiz or poll from a Creator (Respondent)
  • I am just visiting your website (Visitor)

We will also use your personal information for the following purposes:

  • To enforce our agreements where applicable.
  • To prevent potentially illegal activities.
  • To screen for, and prevent, undesirable or abusive activity.
  • To respond to legal requests or prevent fraud.

You can object to us using your personal information as described in this privacy policy, but this may impact our ability to provide a full featured service.

Cookies

Our website uses cookies. Cookies are pieces of code that allow small amounts of information to be passed from your internet browser to our web server. We use third party cookies, serving several purposes. All data passed by cookies is anonymous, and will never contain your name, address, telephone number or payment details. If you do not want to accept cookies, you can change your browser settings so that cookies are not accepted. If you do this, please be aware that you may lose some of the functionality of this website. For further information about cookies and how to disable them please go to: www.aboutcookies.org or www.allaboutcookies.org.

For more information see our Cookies Policy.

Sharing and transferring your personal information

We may share your information or data with trusted third parties who help to provide certain aspects of our services. In particular, we engage third parties to:

  • facilitate the sending of any email to Visitors, Creators and Respondents
  • facilitate customers in making credit card payments
  • help us track website conversion success metrics
  • manage our sales and customer support services to you (e.g. e-mail or live chat)
  • log any errors and issues with our website.

We enter into confidentiality and data processing terms with our partners to ensure they comply with the highest levels of confidentiality and best practice in privacy and security standards, and we regularly review these standards and practices.

We also have to share information or data in order to:

  • meet any applicable law, regulation, legal process or enforceable governmental request
  • enforce applicable policies, including investigation of potential violations
  • detect, prevent, or otherwise address fraud, security or technical issues
  • protect against harm to the rights, property or safety of our users, the public or to us and/or as required or permitted by law.

We may transfer your personal information to the third parties which are located outside the European Economic Area (EEA) as follows:

  • the USA in order to manage our sales and customer support services, deliver emails, log errors, facilitate credit card payments and to track our website conversion and sales metrics.

Any transfer of your personal information will be subject to a European Commission approved contract as permitted under Article 46(5) of the General Data Protection Regulation that are designed to help safeguard your privacy rights.

We will not otherwise transfer your personal data outside of EEA or to any organisation (or subordinate bodies) governed by public international law or that is set up under any agreement between two or more countries.

If you would like further information about who we share your personal information with please contact us.

Children

Our services are not intended for and may not be used by individuals under the age of 16 (or a lower age if permitted by the laws of their residence) (**Children**). We do not knowingly collect personal data from Children or allow them to register. If it comes to our attention that we have collected personal data from a Child, we may delete this information without notice. If you have reason to believe that this has occurred, please contact us.

Retaining your personal information

We will hold on to your information for as long as is needed to be able to provide the services to you. If you hold an account with us we do not delete the data in your account unless you haven’t used your account for 2 years or more.

There are controls in your account where you can delete data at the account level (all data in your account) and at the response level.

Surveys and responses will remain in the 'deleted' folder for up to 30 days, after which they will automatically be marked for permanent deletion. Users are able to manually mark the data for permanent deletion any time within this 30 days. After data has been marked for permanent deletion, it will be stored for up to 90 days before being permanently removed.

Account Data: If an account is deleted, the account data will also be stored for 90 days, after which it will be permanently deleted.

Respondents: If you are a Respondent, you will need to ask the Creator how long your responses will be stored in our services.

We may also keep hold of some of your information if reasonably necessary or required to meet legal or regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our terms and conditions.

Keeping your personal information secure

We have appropriate security measures in place to prevent personal information from being accidentally lost or used or accessed in an unauthorised way. For further information please click [here] ({{< ref "/help/legal-and-gdpr/security-policy.md" >}}).

We limit access to your personal information to those who have a genuine business need to know it. Those processing your information will do so only in an authorised manner and are subject to a duty of confidentiality.

We also have procedures in place to deal with any suspected data security breach. We will notify you and any applicable regulator of a suspected data security breach where we are legally required to do so.

If you want detailed information from Get Safe Online on how to protect your information and your computers and devices against fraud, identity theft, viruses and many other online problems, please visit www.getsafeonline.org. Get Safe Online is supported by HM Government and leading businesses.

Control over your personal information

Under the General Data Protection Regulation, you have a number of important rights available to you for free. In summary, those include rights to:

  • be informed about how your personal information is being used (hopefully this privacy policy explains it all)
  • access the personal information we hold about you
  • request that we port elements of your data to another service provider
  • request us to correct any mistakes in your information which we hold
  • request the erasure of personal information concerning you in certain situations
  • receive the personal information concerning you which you have provided to us, in a structured format
  • stop any direct marketing which you can do through your account or the unsubscribe links at the bottom of emails
  • object to decisions being taken by automated means concerning you or significantly affect you.

For further information on each of these rights, including the circumstances in which they apply, see the Guidance from the UK Information Commissioner’s Office (ICO) on individuals rights under the General Data Protection Regulation.

If you would like to exercise any of these rights, please:

  • email us at [email protected]
  • let us have information to identify you
  • let us have proof of your identity and address (a copy of your driving licence or passport and a recent utility or credit card bill)
  • let us know the information to which your request relates.

How to complain

We hope that we can resolve any query or concern you raise about our use of your information. If you are not happy with how we manage your personal data, you have the right to lodge a complaint with a supervisory authority. The supervisory authority in the UK is the Information Commissioner who may be contacted at https://ico.org.uk/concerns/.

Changes to this privacy policy

This privacy policy was published on 09/05/2018 and last updated on 09/05/2018.

Any changes we make to this notice will be posted on this page.

How to contact us

Please contact us if you have any questions about this privacy policy or the information we hold about you. If you wish to contact us please send an email to [email protected]

Privacy Policy: Creators

Summary

This page sets out what information we process when you hold an account with us to create surveys, forms, applications or questionnaires. It needs to be read in conjunction with our Privacy Policy.

What personal information we hold

Contact Information: when you register for an account we collect your first and last name, username, password and email address.

Usage information: we collect usage information about you whenever you interact with our websites and services. This includes which webpages you visit, what you click on, when you perform those actions, what language preference you have, and so on.

Device and browser data: we collect information from the device and application you use to access our services. Device data mainly means your IP address, operating system version, device type, system and performance information, and browser type. If you are on a mobile device we also collect the UUID for that device.

Log data: our web servers keep log files that record data each time a device accesses those servers. The log files contain data about the nature of each access, including originating IP addresses, internet service providers, the files viewed on our site (e.g., HTML pages, graphics, etc.), operating system versions, device type and timestamps.

Referral information: if you arrive at this website from an external source (such as a link on another website or in an email), we record information about the source that referred you to us.

Information from third parties and integration partners: we collect your personal information from third parties if you give permission to those third parties to share your information with us or where you have made that information publicly available online.

Information from page tags: we use third party tracking services that employ cookies and page tags to collect data about visitors to our websites. This data includes usage and user statistics. Emails sent by us or by users through our services include page tags that allow the sender to collect information about who opened those emails and clicked on links in them.

Billing information: we require you to provide your billing details, a name, address, email address and financial information corresponding to your selected method of payment (e.g. a credit card number and expiration date or a bank account number). We use a third party payment gateway to collect, store and process billing information. We do not store this information and all payment pages use TLS technology.

Account settings: you can set various preferences and personal details on pages like your account settings page.

Address book information: we allow you to import email addresses into an address book stored on this website.

Survey/form/application data: we store your survey/form/application data (questions and responses) for you and provide analysis tools for you to use with respect to this data.

How we use your personal information

We process personal data about you:

  • with your consent; and/or
  • to fulfil our contractual responsibility to deliver the services to you; and/or
  • to pursue our legitimate interests of providing support and improving the services we offer and developing new products and service features; and/or
  • to comply with a legal obligation.

Contact information

We use your contact information to:

  • provide you with services
  • bill you for our services
  • to send you product related emails including software improvements and changes, a welcome email and onboarding tutorials (for as long as you do not opt-out)
  • provide you with customer support
  • send you communications of a transactional nature (e.g. billing-related matters or survey response reports)
  • to send you our newsletter which might include non-product related information (for as long as you do not opt-out)

Legal Basis for Processing:

  • Fulfilment of a contract
  • Consent
  • Legitimate interests

Usage information

We collect information about the types of surveys/forms/applications you create to build a profile about you so we can direct you to other relevant features and services we offer and help you in using our services, for example by making recommendations for you to optimise the use of our services.

Legal Basis for Processing:

  • Legitimate interests

Device and browser data

We use device and browser data to troubleshoot problems with our service and to make improvements to it, or to customize the interface for that device. We also infer your geographic location based on your IP address for abuse, and tax and pricing purposes.

Legal Basis for Processing:

  • Legitimate interests
  • Legal requirement

Log data

We use log data for many different business purposes to include:

  • monitoring abuse and troubleshooting.
  • creating new services, features, content or make recommendations
  • tracking behaviour at the aggregate/ anonymous level to identify and understand trends in the various interactions with our services
  • fixing bugs and troubleshooting product functionality

Legal Basis for Processing:

  • Legitimate interests

Referral information

We use referral information to track the success of our integrations and referral processes.

Legal Basis for Processing:

Legitimate interests

Third parties and integrations

We collect and use information from third parties and integration partners to:

  • ensure you can sign-up to our service from a third party integration.
  • personalise our services for you.
  • ensure you can use our service in conjunction with other services.

Legal Basis for Processing:

  • Legitimate interests

Information from page tags

We collect information from page tags to enable us to:

  • determine the success of our advertising campaigns
  • allow the email sender (for a survey or form for example) to measure the performance of their email messaging and to learn how to improve email deliverability and open rates.

Legal Basis for Processing:

  • Legitimate interests

Account settings

We use your account preferences to deliver a personalised service to you.

Legal Basis for Processing:

  • Fulfilment of contract

Address book information

We use your address book information to enable you to invite people to take your surveys or fill in your form via email. We don’t use these email addresses for our own purposes or email them except at your direction.

Legal Basis for Processing:

Fulfilment of contract

Survey/form/application data

We store your survey/form/application data (questions and responses) for you and provide analysis tools for you to use with respect to this data.

Legal Basis for Processing:

  • Fulfilment of contract
  • Legitimate interests

Privacy Policy: Respondents

Summary

This page sets out what information we process when you respond to a survey, form, application or questionnaire that you have received from a Creator. It needs to be read in conjunction with our Privacy Policy.

What personal information we hold

Contact information: you might provide us with your contact information, whether through a form on our website or an interaction with our support team.

Usage information: we collect usage information about you whenever you interact with our websites and services. This includes which webpages you visit, what you click on, when you perform those actions, what language preference you have, and so on.

Device and browser data: we collect information from the device and application you use to access our services. Device data mainly means your IP address, operating system version, device type, system and performance information, and browser type. If you are on a mobile device we also collect the UUID for that device.

Log data: our web servers keep log files that record data each time a device accesses those servers. The log files contain data about the nature of each access, including originating IP addresses, internet service providers, the files viewed on our site (e.g., HTML pages, graphics, etc.), operating system versions, device type and timestamps.

Referral information: if you arrive at this website from an external source (such as a link on another website or in an email), we record information about the source that referred you to us.

Information from third parties and integration partners: we collect your personal information from third parties if you give permission to those third parties to share your information with us or where you have made that information publicly available online.

Information from page tags: we use third party tracking services that employ cookies and page tags to collect data about visitors to our websites. This data includes usage and user statistics. Emails sent by us or by users through our services include page tags that allow the sender to collect information about who opened those emails and clicked on links in them.

How we use your personal information

We process personal data about you:

  • where you have consented or;
  • to pursue our legitimate interests of delivering an efficient service, which generates useable results for Creators and troubleshooting and abuse monitoring.

Contact information

Should you need assistance from us then we will use your contact information to reply. We will not use your contact details for any other purpose.

Legal Basis for Processing:

  • Legitimate interests

Usage information

We use information about how you use our services to improve our services for you and all users. This includes streamlining our forms to increase completion rates.

Legal Basis for Processing:

  • Legitimate interests

Device and browser data

We use device and browser data to troubleshoot problems with our service and to make improvements to it. We also infer your geographic location based on your IP address.

Legal Basis for Processing:

  • Legitimate interests

Log data

We use log data for many different business purposes to include:

  • monitoring abuse and troubleshooting.
  • creating new services, features, content or make recommendations
  • tracking behaviour at the aggregate/ anonymous level to identify and understand trends in the various interactions with our services
  • fixing bugs and troubleshooting product functionality

Legal Basis for Processing:

  • Legitimate interests

Referral information

The referral domain (but nothing else) is passed to the creator in their reports. The full referral URL may also be recorded with the Log and browser data above.

Legal Basis for Processing:

  • Legitimate interests

Third parties and integrations

We collect and use information from third parties and integration partners to:

  • ensure you can access our service from a third party integration.
  • personalise our services for you.
  • ensure you can use our service in conjunction with other services.

Legal Basis for Processing:

  • Legitimate interests

Information from page tags

We collect information from page tags to enable us to:

  • allow the email sender (for a survey or form for example) to measure the performance of their email messaging and to learn how to improve email deliverability and open rates.

Legal Basis for Processing:

  • Legitimate interests

Privacy Policy: Visitors

Summary

This page sets out what information we process when you visit this website. It needs to be read in conjunction with our Privacy Policy.

What personal information we hold

Usage information: we collect usage information about you whenever you interact with our websites and services. This includes which webpages you visit, what you click on, when you perform those actions, what language preference you have, and so on.

Device and browser data: we collect information from the device and application you use to access our services. Device data mainly means your IP address, operating system version, device type, system and performance information, and browser type. If you are on a mobile device we also collect the UUID for that device.

Log data: our web servers keep log files that record data each time a device accesses those servers. The log files contain data about the nature of each access, including originating IP addresses, internet service providers, the files viewed on our site (e.g., HTML pages, graphics, etc.), operating system versions, device type and timestamps.

Referral information: if you arrive at this website from an external source (such as a link on another website or in an email), we record information about the source that referred you to us.

Information from page tags: we use third party tracking services that employ cookies and page tags to collect data about visitors to our websites. This data includes usage and user statistics. Emails sent by us or by users through our services include page tags that allow the sender to collect information about who opened those emails and clicked on links in them.

How we use your personal information

We process personal data about you:

  • where you have consented or;
  • to pursue our legitimate interests of providing support and improving the services we offer and developing new products and service features.

Contact information

We will use your contact information to respond to an enquiry which you submit to us.

Legal Basis for Processing:

  • Legitimate interests

Usage information

We use information about how you use our services to improve our services for you and all users.

Legal Basis for Prcoessing:

  • Legitimate interests

Device and browser data

We use device and browser data to troubleshoot problems with our service and to make improvements to it. We also infer your geographic location based on your IP address.

Legal Basis for Processing:

  • Legitimate interests

Log data

We use log data for many different business purposes to include:

  • monitoring abuse and troubleshooting.
  • creating new services, features, content or make recommendations
  • tracking behaviour at the aggregate/ anonymous level to identify and understand trends in the various interactions with our services
  • fixing bugs and troubleshooting product functionality Legitimate interests

Referral information

We use referral information to track the success of our integrations and referral processes.

Legal Basis for Processing:

  • Legitimate interests

Information from page tags

We collect information from page tags to enable us to determine the success of our advertising campaigns.

Legal Basis for Processing:

  • Legitimate interests