Privacy Policy

1. Introduction

At Churnmate, we are committed to protecting your privacy and ensuring the security of your personal information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our customer retention platform.

2. Information We Collect

2.1 Information You Provide

We collect information you voluntarily provide when using our service:

• Account registration information (name, email address, company details)
• Billing and payment information
• Customer data you upload or process through our platform
• Communications with our support team
• Feedback and survey responses

2.2 Automatically Collected Information

We automatically collect certain information when you use our service:

• Usage data and analytics (page views, feature usage, session duration)
• Device and browser information
• IP addresses and geographic location
• Cookies and similar tracking technologies
• Log files and error reports

2.3 Customer Data

Through our cancellation flows, we may process data about your customers, including:

• Subscription information and billing history
• Survey responses and feedback
• Interaction data with cancellation flows
• Custom properties and segmentation data

3. How We Use Your Information

We use the collected information for the following purposes:

• Providing and maintaining our customer retention platform
• Processing cancellation flows and retention interventions
• Analyzing user behavior and improving our services
• Billing and payment processing
• Customer support and technical assistance
• Sending service updates and marketing communications (with consent)
• Complying with legal obligations and preventing fraud

4. Data Sharing and Disclosure

We may share your information in the following circumstances:

4.1 Third-Party Service Providers

We work with trusted third-party providers to deliver our services:

• Stripe: Payment processing and subscription management
• Analytics Providers: Mixpanel, Google Analytics for usage tracking
• Cloud Infrastructure: Hosting and data storage providers
• Communication Tools: Email and support ticket systems

4.2 Legal Requirements

We may disclose information when required by law or to protect our rights, including:

• Compliance with legal processes and government requests
• Protection against fraud and security threats
• Enforcement of our Terms of Service

5. Data Security

We implement comprehensive security measures to protect your information:

• Encryption of data in transit and at rest
• Regular security audits and penetration testing
• Access controls and authentication mechanisms
• Employee training on data protection practices
• Incident response and breach notification procedures

6. Data Retention

We retain your information for as long as necessary to provide our services and comply with legal obligations:

• Account data: For the duration of your account plus 7 years for legal compliance
• Customer interaction data: 3 years for analytics and improvement purposes
• Payment information: As required by financial regulations
• Support communications: 2 years for quality assurance

7. Your Rights and Choices

You have several rights regarding your personal information:

• Access: Request copies of your personal data
• Correction: Update or correct inaccurate information
• Deletion: Request deletion of your personal data (subject to legal requirements)
• Portability: Receive your data in a structured, machine-readable format
• Opt-out: Unsubscribe from marketing communications
• Restriction: Limit how we process your information

8. Cookies and Tracking

We use cookies and similar technologies to enhance your experience and analyze usage:

• Essential Cookies: Required for basic platform functionality
• Analytics Cookies: Help us understand how users interact with our platform
• Preference Cookies: Remember your settings and preferences

You can control cookie preferences through your browser settings, though this may affect platform functionality.

9. International Data Transfers

Your information may be transferred to and processed in countries other than your own. We ensure appropriate safeguards are in place for international transfers, including:

• Standard contractual clauses approved by data protection authorities
• Adequacy decisions for transfers to approved countries
• Certification schemes and codes of conduct

10. Children's Privacy

Our service is not intended for individuals under 18 years of age. We do not knowingly collect personal information from children under 18. If we become aware that we have collected such information, we will take steps to delete it promptly.

11. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our practices or legal requirements. We will notify you of material changes via email or through our platform. Your continued use of our service after changes take effect constitutes acceptance of the updated policy.

12. Contact Us

If you have questions about this Privacy Policy or want to exercise your rights, please contact us through our support channels or at the contact information provided on our website. We will respond to your inquiries within a reasonable timeframe.