Privacy policy

This website, thechurnclinic.co.uk, is run by The Churn Clinic. The Churn Clinic was founded by, and is run by, Lauren Matthews, and is based in the United Kingdom. In this policy, “we”, “us” and “our” mean The Churn Clinic.

For the personal information described in this policy, we are the controller. That means we decide why and how it is used, and we are responsible for looking after it under the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations 2003 (PECR).

Lauren is the person to contact about anything in this policy. The quickest way to reach us is to reply to any email you have had from us, or to book a time through our booking page. Please say that your message is about your personal information.

When you visit this website

Like every website, ours receives some technical information when your browser asks for a page: your IP address, your browser and device type, the page you asked for, the page that referred you, and the date and time. Our hosting provider records this in its server logs.

Some of our fonts are delivered by Adobe Fonts, so your browser also connects to Adobe's servers, which receive your IP address and the address of the page you are viewing.

We don't use analytics, advertising pixels or any other tracking tools. There are no forms, accounts or logins on this website.

When you book a call

Calls are booked through Calendly. When you book, Calendly collects your name, your email address, the time and time zone you choose, and any answers or notes you add to the booking form, and passes them to us.

When you talk to us or email us

We collect what you choose to tell us: your name, job title, company and contact details, and information about your business, such as your tools, customer numbers and churn. We may make notes during a call. To prepare for a call we may also look at publicly available information about your company, such as its website.

If you become a client

We keep contact details for you and the colleagues who work with us, your proposal and contract, project messages and meeting notes, and invoices and payment records.

We don't ask for sensitive information (such as health information) and we'd ask you not to send it. Giving us your details is up to you, but we need your name and email address to arrange a call, and enough information to deliver the work if you become a client.

Data protection law says we must have a lawful basis for each way we use personal information. Here is each use and the basis we rely on.

• Running this website and keeping it secure

  Information used

  Technical information such as IP address, browser type and pages requested.

  Lawful basis

  Legitimate interests: delivering the website, displaying it as designed, and protecting it from misuse.

• Arranging and holding your strategy call

  Information used

  Your booking details and what you tell us before and during the call.

  Lawful basis

  Legitimate interests: responding to your request and exploring whether we can help your business. If you are a sole trader contracting for yourself, taking steps at your request before entering into a contract.

• Delivering the Churn Clinic Install and managing our work together

  Information used

  Contact details, project messages, meeting notes and your proposal.

  Lawful basis

  Performing our contract, where you are our client personally. Legitimate interests, where we deal with you on behalf of the business that is our client.

• Invoicing, accounts and tax

  Information used

  Names, contact details, invoices and payment records.

  Lawful basis

  Legal obligation: keeping financial records required by HMRC.

• Following up with you about our services

  Information used

  Your name, email address and the notes from our conversations.

  Lawful basis

  Legitimate interests: telling people who have been in touch with us about our services. You can ask us to stop at any time and we will.

• Keeping records and dealing with complaints, disputes or legal claims

  Information used

  Any of the information above that is relevant.

  Lawful basis

  Legitimate interests: running our business properly and protecting our legal position. Legal obligation, where the law requires us to keep records.

We don't send newsletters and we don't sell or rent your personal information to anyone. We don't make decisions about you using automated decision-making or profiling.

When we build the Churn Clinic Install, we work inside our client's own systems, such as HubSpot, Slack, and product analytics, support and call-recording tools. Those systems hold personal information about the client's customers and users, such as contact names, email addresses, job titles, product usage, survey (NPS) responses, support tickets and call notes.

For that information, our client is the controller and we act as its processor. We use it only on the client's instructions, to build, calibrate and hand over the system, under our terms of business, which include data processing terms, and any separate data processing agreement we sign with the client. This privacy policy doesn't cover that processing. If you are a customer or user of one of our clients, please read that business's privacy notice and contact it to use your rights. If you contact us instead, we will pass your request on to them.

We share personal information only where we need to, with these service providers, who act on our behalf or provide the service in question:

• Netlify, which hosts this website and keeps its server logs.
• Adobe (Adobe Fonts), which delivers some of the fonts on this website. Adobe uses the information your browser sends to serve the fonts and to count page views for font licensing.
• Calendly, which runs our booking page and sends booking confirmations.
• Google (Google Workspace), which provides our business email.
• The video-calling service used for your call, which is shown in your booking confirmation.

We may also share information with:

• professional advisers, such as our accountant, lawyers or insurers, where needed;
• HMRC, the police, regulators or other authorities, where the law requires it;
• a buyer of our business, if it is ever sold or restructured, who would have to look after your information in line with this policy.

Netlify, Adobe, Calendly and Google are based in, or process data in, the United States and other countries outside the UK. When personal information is transferred outside the UK, it is protected by appropriate safeguards, such as the UK Extension to the EU-US Data Privacy Framework where the provider is certified under it, or the UK's International Data Transfer Agreement or Addendum. You can ask us for more information about these safeguards.

• Website server logs are kept by Netlify for a limited period under its own settings.
• Bookings and enquiries that don't lead to work are kept for up to 12 months after our last contact.
• Client records, such as contracts, project communications and invoices, are kept for 6 years after our work together ends, to meet HMRC requirements and in case of legal claims.
• Our clients' customer data is used only for the engagement and is deleted or returned at the end of it, as set out in our agreement with the client.
• If you ask us not to contact you again, we keep a short note of that so we can respect your request.

Under UK data protection law you have the right to:

• ask for a copy of the personal information we hold about you;
• ask us to correct information that is wrong or incomplete;
• ask us to delete your information;
• ask us to restrict how we use it;
• ask us to transfer information you gave us to you or another organisation (portability);
• object to us using your information on the basis of legitimate interests, including an absolute right to object to direct marketing;
• withdraw your consent at any time, where we rely on consent.

To use any of these rights, contact us as set out in section 1. It's free. We will reply within one month, or tell you within that month if we need up to two more months because your request is complex. We may ask you to confirm your identity first. Some rights have exceptions, for example where we must keep records by law, and we will explain if one applies.

Cookies are small files a website stores on your device. Under PECR, a website must ask for your consent before it stores anything on your device that isn't strictly necessary.

This website doesn't use cookies. It doesn't use analytics, advertising pixels or social media trackers, and it doesn't store anything in your browser's local storage. Because nothing non-essential is stored, we don't need to show you a cookie banner.

Our fonts are delivered by Adobe Fonts. This doesn't set cookies on your device, but your browser does connect to Adobe's servers, as explained in section 5.

When you click to book a call, you leave this website and go to calendly.com. Calendly sets its own cookies, which are covered by Calendly's own cookie policy, not this one.

If we ever add analytics or other non-essential cookies, we will ask for your consent before they are used and update this section.

You can control and delete cookies at any time in your browser settings, usually under “Privacy” or “Cookies and site data”. Your browser's help pages explain how.

We take sensible steps to protect personal information. This website is served over an encrypted (HTTPS) connection, we use established providers, and we limit access to personal information to the people who need it. No system is completely secure, but if a data breach puts your rights at risk, we will tell you and the Information Commissioner's Office where the law requires us to.

This website and our services are for businesses and aren't aimed at children. We don't knowingly collect personal information from anyone under 13.

We may update this policy from time to time, for example if we start using a new service provider. The latest version will always be on this page, with the date it was last updated at the top.

If you are unhappy with how we have handled your personal information, please contact us first and we will do our best to put things right.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator:

• online at ico.org.uk/make-a-complaint
• by phone on 0303 123 1113
• by post to Information Commissioner's Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF