Privacy Policy

Privacy Policy for The SyncLab Group

Effective Date: February 10, 2025

1. Introduction

The SyncLab Group ("we," "us," or "our") is committed to protecting the privacy and security of your personal information. This Privacy Policy describes how we collect, use, and disclose personal information when you use our website (https://www/synclabgroup.com), our customer portal (including SyncLabApp), and our services (collectively, the "Services"). We are a data controller under the General Data Protection Regulation (GDPR) and the Data Protection Act 2018.This privacy policy specifically covers the data processing activities of The SyncLab Group, including all aspects of our business operations: advanced marketing automation, integrated AI solutions, CRM tools (SyncLabApp), software development, cloud integrations, cybersecurity, and technology consulting. Our remote team members, including those outside the UK, also adhere to this policy.

2. Information We Collect

We collect the following types of personal information:

Information You Provide Directly:

Contact Information: Name, email address, phone number, postal address, job title, company name.

Account Information: Username, password, company details, billing information, preferences, and settings.

Customer Support Information: Information you provide when contacting us for support, including inquiries, feedback, and troubleshooting details.

Marketing Information: Preferences for receiving marketing communications, interests, and demographics.

Content and Data: Information you provide when using our services, such as marketing campaign data, customer lists, survey responses, and other data processed through our platform (including SyncLabApp). This includes data processed for:

Lead nurturing workflows

Customer onboarding and retention

Appointment scheduling automation

AI-powered chatbots

Multi-Channel Campaign Management (including email marketing campaigns, SMS marketing initiatives, social media automation, and reputation management)

Reporting and analytics

Financial Information: Credit card details, bank account information, or other payment information when making purchases.

Information We Collect Automatically:

Log Data: IP address, browser type, operating system, referring website, pages visited, and the dates/times of your visits.

Cookies and Similar Technologies: We use cookies, web beacons, and similar technologies to collect information about your browsing behavior on our website and customer portal. Further information about our cookie usage can be found in our Cookie Policy at https://www.synclabgroup.com/cookiepolicy.

Device Information: Information about the device you use to access our Services, including the device model, operating system, and unique device identifiers.

Location Information: General geographic location derived from your IP address.

Usage Data: Information about how you use our Services, including the features you use, the content you view, and the actions you take.

Metadata: Additional data associated with the information you provide, such as timestamps, source information, and user tags.

3. How We Use Your Information

We use your personal information for the following purposes:

Providing and Maintaining Services:

To provide access to and administer your account and our Services (including SyncLabApp).

To provide custom interface branding, tailored CRM configuration, and mobile app customisation (as outlined in our white-label SyncLabApp Setup and Branding).

To process transactions and manage subscriptions.

To provide customer support and respond to inquiries.

To monitor and improve the performance and security of our Services.

To perform automation design and implementation.

To provide multi-channel campaign management services.

To generate reports and analytics for performance monitoring.

To perform custom integration development (API integrations, Zapier workflow creation).

To manage training and support (personalised onboarding, ongoing education, 24/7 support).

To deliver content creation services (email copywriting, landing page design, ad creative development).

Communication:

To send you important notices, updates, and administrative messages.

To respond to your requests, inquiries, and feedback.

To provide information about new features, services, and promotions (where you have consented to receive such communications).

Marketing and Advertising:

To send you marketing communications about our products and services, where permitted by law or with your consent.

To personalise and target our advertising based on your interests and preferences.

To provide information and exclusive offers to SyncLabApp subscribers.

Legal Compliance:

To comply with applicable laws, regulations, and legal processes.

To enforce our agreements and protect our rights.

To prevent fraud, illegal activities, and security breaches.

To comply with GDPR, PECR, and ICO guidelines.

Analytics and Improvement:

To analyse trends, usage patterns, and demographic information.

To improve our Services and develop new features.

To provide reporting and analytics to our clients.

4. Legal Basis for Processing

Our legal basis for processing your personal information depends on the specific context in which we collect it. Generally, we rely on the following legal bases:

Contractual Necessity: Processing is necessary to perform our contract with you (e.g., providing access to our Services, including SyncLabApp).

Legitimate Interests: Processing is necessary for our legitimate interests, such as improving our Services, marketing our products, and preventing fraud, provided that your interests and fundamental rights do not override those interests.

Consent: You have given us your explicit consent to process your personal information for a specific purpose (e.g., sending marketing communications).

Legal Obligation: Processing is necessary to comply with a legal obligation.

5. Data Sharing and Disclosure

We may share your personal information with the following categories of recipients:

Service Providers: Third-party vendors and service providers who assist us in providing our Services, such as hosting providers, payment processors, email marketing platforms, and analytics providers. We ensure these providers are GDPR compliant and have appropriate data processing agreements in place.

Business Partners: Trusted partners who offer complementary products or services. We will only share your information with your explicit consent.

Affiliates: Our subsidiaries or affiliated companies for business operations and marketing purposes.

Legal Authorities: Government agencies, law enforcement officials, or other legal authorities when required by law or legal process.

Business Transfers: In connection with a merger, acquisition, or sale of all or a portion of our assets.

Clients: We may share anonymised or aggregated data with our clients for reporting and analytical purposes. We will ensure it cannot be used to identify individuals.

6. International Data Transfers

Your personal information may be transferred to and processed in countries outside the UK and the European Economic Area (EEA) that may not have equivalent data protection laws. This includes transfers to locations where our remote team members are based. We will take appropriate safeguards to ensure that your personal information remains protected in accordance with this Privacy Policy and applicable law. This includes implementing Standard Contractual Clauses approved by the European Commission for data transfers.

7. Data Security

We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, disclosure, alteration, or destruction. These measures include:

Encryption of data in transit and at rest.

Secure server infrastructure with restricted access.

Regular security assessments and vulnerability testing.

Employee training on data protection best practices.

Data breach response plan.

Compliance with industry standards for data security.

Ensuring our remote team members adhere to the same security standards as our in-office staff.

8. Data Retention

We will retain your personal information for as long as necessary to fulfil the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law. When determining the appropriate retention period, we consider the amount, nature, and sensitivity of the personal information, the potential risk of harm from unauthorised use or disclosure, the purposes for which we process your personal information, and applicable legal requirements. Specifically, we will retain:

Account Information: For as long as your account is active.

Billing Information: As required by accounting regulations.

Marketing Information: Until you unsubscribe or opt-out.

Log Data: For a limited period for security and analytical purposes.

Client Project Data: As agreed upon in our service agreements with clients.

9. Your Rights

Under the GDPR, you have the following rights regarding your personal information:

Right to Access: You have the right to request access to the personal information we hold about you.

Right to Rectification: You have the right to request that we correct any inaccurate or incomplete personal information.

Right to Erasure: You have the right to request that we delete your personal information under certain circumstances.

Right to Restriction of Processing: You have the right to request that we restrict the processing of your personal information under certain circumstances.

Right to Data Portability: You have the right to receive your personal information in a structured, commonly used, and machine-readable format and to transmit it to another controller.

Right to Object: You have the right to object to the processing of your personal information under certain circumstances, including for direct marketing purposes.

Right to Withdraw Consent: If we rely on your consent to process your personal information, you have the right to withdraw your consent at any time.

Right to Lodge a Complaint: You have the right to lodge a complaint with the Information Commissioner's Office (ICO) if you believe that we have violated your data protection rights.

To exercise any of these rights, please contact us using the contact information provided in Section 12.

10. Cookies and Similar Technologies

We use cookies, web beacons, and similar technologies to collect information about your browsing behaviour on our website and customer portal.

What are cookies? Small text files that websites save on your computer or mobile device when you visit them.

Why do we use them? To remember your preferences, understand how you use our site, and show you relevant ads.

Types of cookies:

Essential cookies: Necessary for the website to function (e.g., logging in).

Performance cookies: Help us understand how visitors use our site (e.g., which pages are most popular).

Functionality cookies: Allow the website to remember your preferences (e.g., language).

Advertising cookies: Used to show you relevant ads.

How can you control cookies? Most browsers allow you to block or delete cookies. You can also use tools to opt-out of targeted advertising. Check your browser's help menu for instructions.

11. Third-Party Links

Our Services may contain links to third-party websites or services that are not owned or controlled by us. We are not responsible for the privacy practices of these third parties. We encourage you to review the privacy policies of these third-party websites or services before providing any personal information.

12. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our data practices, please contact us:

The SyncLab Group

3rd Floor, 86-90 Paul Street, London, EC2A 4NE

Email: [email protected]

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our data practices or legal requirements. We will post any changes on our website and update the "Effective Date" at the top of this Privacy Policy. We encourage you to review this Privacy Policy periodically for any updates.