Last update: 8/3/16
Thanks for using CustomerLove!
We’ll start with the basics, including a few definitions that should help you understand this policy. CustomerLove (“CustomerLove” or the “Service”) is a customer feedback and reputation development service offered through the URL www.customerlove.co (we’ll refer to it as the “Website” or “Site”).
CustomerLove is owned and operated by CUSTOMER LOVE, LLC d/b/a CustomerLove, an Illinois limited liability corporation (“CustomerLove,” “we,” or “us”). CustomerLove has employees, independent contractors, and representatives (“our Team”). As a customer of the Service or a representative of an entity that’s a customer of the Service, you’re a “User” according to this agreement (or “you”).
As stated above, “you” and “your” refer to you, as a user of CustomerLove (“CustomerLove” or the “Service”) offered through the URL www.customerlove.co (we’ll refer to it as the “Website” or “Site”). A “user” is someone who accesses, browses, crawls, scrapes, or in any way uses the Site or the Service. “We,” “us,” and “our” refer to CustomerLove.
“Content” means text, images, photos, audio, video, location data, and all other forms of data or communication. “Your Content” means Content that you submit or transmit to, through, or in connection with the Site, such as ratings, reviews, compliments, invitations, checkins, messages, and information that you publicly display or displayed in your account profile. “User Content” means Content that users submit or transmit to, through, or in connection with the Site. “Customer Data” means data pertaining to the identification of your customers (i.e., their name, phone number, email, etc.).
3. KEY PRIVACY POINTS: THE STUFF YOU REALLY CARE ABOUT
You Own Your Content & Customer Data
We respect the privacy of Your Content. We never sell, share or give access to 3rd parties to your customers data unless we have your express written consent or are compelled by a subpoena under the law.
Only authorized employees and members of our Team have access to view your Content and customer data. You may export (download) your Content and Customer Data from CustomerLove at any time.
We Hold Your Data Securely
Your Content and Customer Data is stored on a secure server. We store and process your Content in a manner consistent with industry security standards. CustomerLove has implemented appropriate technical, organizational, and administrative systems, policies, and procedures designed to help ensure the security, integrity, and confidentiality of your Content and to mitigate the risk of unauthorized access to or use of your Content.
Our credit card processing vendor uses security measures to protect your information both during the transaction and after it’s complete. Our vendor is certified as compliant with card association security initiatives, like the Visa Cardholder Information Security and Compliance (CISP), MasterCard® (SDP), and Discovery Information Security and Compliance (DISC).
4. INFORMATION WE COLLECT AND HOW WE USE IT
Personal Identification Information
We may collect and store information about you when you use the Service, in a variety of ways, including, but not limited to, when Users visit our site, register on the site, place an order, subscribe to the newsletter, respond to a survey, fill out a form, and in connection with other activities, services, features or resources we make available on our Site.
Users may be asked for, as appropriate, name, email address, mailing address, phone number, credit card information. Users may, however, visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personally identification information, except that it may prevent them from engaging in certain Service related activities.
We use the information to fulfill your requests, provide the Service’s functionality, improve the Service’s quality, personalize your experience, track usage of the Service, provide feedback to third party businesses that are listed on the Service, market the Service, provide customer support, message you, back up our systems and allow for disaster recovery, enhance the security of the Service, and comply with legal obligations.
Information You Provide to Us
When you use the Services, consult with our customer service team, send us an email, post on our blog, or communicate with us in any way, you’re giving us information that we collect. That information may include your and your Subscribers’ IP address, name, physical address, email address, phone number, credit card information, operating system, as well as details like gender, occupation, location, birth date, purchase history, and other demographic information. When you add Customer Data or create an email with the Services, we have and may access the data on your list and the information in your email.
Use and Disclosure of Your Personal Information
We may use and disclose your Personal Information only as follows:
- To promote use of our Services. For example, if you leave your Personal Information when you visit our Website and don’t sign up for any of the Services, we may send you an email asking if you want to sign up. And if you use any of our Services and we think you might benefit from using another Service we offer, we may send you an email about it. You can stop receiving our promotional emails by following the unsubscribe instructions included in every email we send.
- To send you informational and promotional content that you may choose (or “opt in”) to receive. You can stop receiving our promotional emails by following the unsubscribe instructions included in every email.
- To bill and collect money owed to us. This includes sending you emails, invoices, receipts, notices of delinquency, and alerting you if we need a different credit card number. We use third parties for secure credit card transaction processing, and we send billing information to those third parties to process your orders and credit card payments. To learn more about the steps we take to safeguard that data, see Section 12 below.
- To communicate with you about your account and provide customer support.
- To protect the rights and safety of our Users and third parties, as well as our own.
- To meet legal requirements like complying with court orders, valid discovery requests, valid subpoenas, and other appropriate legal mechanisms.
- To provide information to representatives and advisors, like attorneys and accountants, to help us comply with legal, accounting, or security requirements.
- To prosecute and defend a court, arbitration, or similar legal proceeding.
- To provide, support, and improve the Services we offer. This includes aggregating information from your use of the Services and sharing such Aggregated Information with third parties.
- To provide suggestions to you. This includes adding features that compare Members’ email campaigns, or using data to suggest other publishers your Subscribers may be interested in.
Information from Your Use of the Service
We may store information about your use of the Service, store it in log files associated with your account, and link it to other information we collect about you. This may include your search activity, the pages you view, the date and time of your visit, and reservations and purchases you make through the Service. We also may store information that your computer or mobile device provides to us in connection with your use of the Service, such as your browser type, type of computer or mobile device, browser language, IP address, mobile carrier, phone number, unique device identifier, advertising identifier, location (including geolocation, beacon based location, and GPS location), and requested and referring URLs. You may be able to disallow our use of certain location data through your device or browser settings, for example by disabling “Location Services” for the CustomerLove application in iOS privacy settings.
Cookies and Tracking
When you use CustomerLove, we may store “cookies,” “tags,” or “scripts,” which are strings of code, on your computer. We and our analytics Service Providers (like Google) use those cookies to collect information about your visit and your use of our Website or Services. You may turn off cookies that have been placed on your computer by following the instructions on your browser, but if you block cookies, it may be more difficult (and maybe even impossible) to use some aspects of the Services.
- Ensuring processes intended to make the Service work in the way you expect. For example, we use a Cookie that tells us whether you have already signed up for an account.
- Authentication, Security, and Compliance Intended to prevent fraud, protect your data from unauthorized parties, and comply with legal requirements.
- Preferences intended to remember information about how you prefer the Service to behave and look. For example, we use a Cookie that tells us whether you have declined to allow us to use your phone’s geolocation data.
- Notifications intended to allow or prevent notices of information or options that we think could improve your use of the Service. For example, we use a Cookie that stops us from showing you the signup notification if you have already seen it.
- Analytics intended to help us understand how visitors use the Service. For example, we use a Cookie that tells us how our search suggestions correlate to your interactions with the search page.
It may be possible to disable some (but not all) Cookies through your device or browser settings, but doing so may affect the functionality of the Service. The method for disabling Cookies may vary by device and browser, but can usually be found in preferences or security settings. For example, iOS and Android devices each have settings which are designed to limit forms of ad tracking.
When we send emails to Members, we may track behavior such as who opened the emails and who clicked the links. We do that to measure the performance of our email campaigns and to improve our features for specific segments of Members. To do this, we include single pixel gifs, also called web beacons, in emails we send. Web beacons allow us to collect information about when you open the email, your IP address, your browser or email client type, and other similar details. We also include Web Beacons in the emails we deliver for you. We use the data from those Web Beacons to create the reports about how your email campaign performed and what actions your email recipients took. Reports are also available to us when we send email to you, so we may collect and review that information.
Non-personal identification information
We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about Users means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.
Data Collected for and by Our Users
As you use our Services, you may import into our system personal information you’ve collected from your customers. We have no direct relationship with your customers, and you’re responsible for making sure you have the appropriate permission for us to collect and process information about those individuals. If someone on your email list or one of your customers complains or contacts us, we might then contact that person.
We may transfer personal information to companies that help us provide our Services (“Service Providers.”) All Service Providers enter into a contract with us that protects personal data and restricts their use of any personal data in line with this policy. As part of our Services, we may use and incorporate into features information you’ve provided or we’ve collected about Subscribers as Aggregate Information. We may share this Aggregate Information, including Subscriber email addresses, with third parties in line with the approved uses in the Section: Use and Disclosure of Your Personal Information.
5. THIRD PARTIES
Third parties may receive information about you as follows:
- Aggregate Information: We may share user information in the aggregate with third parties. For example, we may share information from or about you (such as your age and gender), your number of submissions to the Service, your devices, and your use of the Service with businesses listed on CustomerLove.
- Investigations: We may investigate and disclose information from or about you if we have a good faith belief that such investigation or disclosure (a) is reasonably necessary to comply with legal process and law enforcement instructions and orders, such as a search warrant, subpoena, statute, judicial proceeding, or other legal process served on us; (b) is helpful to prevent, investigate, or identify possible wrongdoing in connection with the Service; or (c) protects our rights, reputation, property, or that of our users, affiliates, or the public. If you flag or otherwise complain to CustomerLove about content through the Service, we may share the substance of your complaint with the contributor of that content in order to provide an opportunity for the contributor to respond.
- Links: The Service may contain links to unaffiliated third party services. Except as set forth herein, we do not share your personal information with them, and are not responsible for their privacy practices. We suggest you read the privacy policies on or applicable to all such third party services.
- Facebook and Twitter: If you sign up for CustomerLove using your Facebook account or link your CustomerLove account to your account with a third party service like Facebook or Twitter, we may receive information about you from such third party service. We may use this information to help you create your account on CustomerLove and connect and share public content with your friends and followers. You can manage how you link your CustomerLove account to third party services here. Please note that if you interact with Facebook, Twitter, or other third party icons through the Service, including “Like,” “Share,” or similar buttons, those companies may collect information about you, such as your device’s IP address. Your interactions with these and other third parties are governed by the third parties’ privacy policies.
Data Retention and Account Termination
We’ll retain personal data we process on behalf of our Users for as long as needed to provide services to our Users or to comply with our legal obligations, resolve disputes, prevent abuse, and enforce our agreements.
The Service is intended for general audiences and is not directed to children under 13. We do not knowingly collect personal information from children under 13. If you become aware that a child has provided us with personal information without parental consent, please contact us at email@example.com. If we become aware that a child under 13 has provided us with personal information without parental consent, we take steps to remove such information and terminate the child’s account.
Notice of Breach of Security
Although we follow accepted industry standards to protect the information submitted to us, both during transmission and once we receive it, nobody is safe from hackers. No method of transmission over the Internet or via mobile device, or method of electronic storage, is 100% secure. Therefore, while we strive to use commercially acceptable means to protect your personal information, we cannot guarantee its absolute security.
If a security breach causes an unauthorized intrusion into our system that materially affects you or Customer Data, then CustomerLove will notify you as soon as possible and later report the action we took in response.
Congratulations! You’ve reached the end. Thanks for taking the time to learn about CustomerLove’s policies.