Privacy Policy

This privacy notice tells you what to expect BalanceTrace Ltd (“we”, “us”) to do with your personal information when you use our website, request a demo or contact us.

Contact details

Email: privacy@balancetrace.com

What information we collect, use, and why

We collect or use the following information for service updates or marketing purposes:

Names and contact details
Marketing preferences
Records of consent, where appropriate
Company or organisation name, job title and country

We collect or use the following information to comply with legal requirements:

Name
Contact information
Any other personal information required to comply with legal obligations

We collect or use the following personal information for dealing with queries, complaints or claims:

Names and contact details
Correspondence
Company or organisation name, job title and country

Lawful bases and data protection rights

Under UK data protection law, we must have a “lawful basis” for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.

Which lawful basis we rely on may affect your data protection rights, which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO’s website:

Your right of access — you have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for.
Your right to rectification — you have the right to ask us to correct or delete personal information you think is inaccurate or incomplete.
Your right to erasure — you have the right to ask us to delete your personal information.
Your right to restriction of processing — you have the right to ask us to limit how we can use your personal information.
Your right to object to processing — you have the right to object to the processing of your personal data.
Your right to data portability — you have the right to ask that we transfer the personal information you gave us to another organisation, or to you.
Your right to withdraw consent — when we use consent as our lawful basis, you have the right to withdraw your consent at any time.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful basis for collecting or using personal information for service updates or marketing purposes is:

Consent — we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.

Our lawful basis for collecting or using personal information for legal requirements is:

Legal obligation — we have to collect or use your information so we can comply with the law. All of your data protection rights may apply, except the right to erasure, the right to object and the right to data portability.

Our lawful basis for collecting or using personal information for dealing with queries, complaints or claims is:

Legitimate interests — we’re collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

Responding to enquiries, demo requests and complaints submitted through our website. When someone contacts us, they expect a reply, and we need their contact details and correspondence to provide one. This benefits the person making the enquiry, because they receive the response or demonstration they asked for, and it benefits us as a business by allowing us to answer prospective customers and resolve any concerns. We only use the information the person chooses to give us, we use it solely to handle their enquiry, and we do not use it for marketing unless they have separately opted in. Given the information is limited to business contact details voluntarily provided for this purpose, the impact on the individuals involved is minimal and would be within their reasonable expectations.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Where we get personal information from

Directly from you

How long we keep information

We keep personal information in line with our retention schedule:

Information	How long we keep it
Demo and contact enquiries (name, contact details, company or organisation name, job title and country)	2 years from submission, then deleted
Marketing consent records	For as long as we send you marketing, plus a record of any withdrawal of consent afterwards
Correspondence about enquiries or complaints	2 years from the enquiry being closed

Where an enquiry leads to a customer relationship, information relating to that relationship is retained in accordance with the agreement governing it.

For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided above.

Data processors

The following data processors handle personal information on our behalf:

Supabase (database hosting provider) — stores the details submitted through our demo and contact form, including the record of your marketing preferences. Our database is hosted in the United Kingdom.
Resend (transactional email provider, US) — delivers internal email notifications to our team when a demo or contact request is submitted, containing the details you provided.
Cloudflare (web infrastructure and security provider, US, operating a global network) — hosts our website, provides bot protection on our contact form (Cloudflare Turnstile), and provides privacy-friendly, cookieless website analytics.
Cal.com (scheduling provider, hosted in their European Union data region) — manages demo bookings; if you book a demo, your name, email address and chosen appointment time are processed by their scheduling service.

Organisations we’re legally obliged to share personal information with

Where necessary, we will transfer personal information outside of the UK. When doing so, we comply with the UK GDPR, making sure appropriate safeguards are in place.

Organisation	Category of recipient	Country	How the transfer complies with UK data protection law
Resend	Email delivery provider	United States	Addendum to the EU Standard Contractual Clauses (SCCs)
Cloudflare	Web infrastructure and security provider	United States	Assessed as providing adequate protection to data subjects (Adequacy Regulations / UK data bridge)
Cal.com	Scheduling provider	European Union	Assessed as providing adequate protection to data subjects (Adequacy Regulations)

Where necessary, our data processors may share personal information outside of the UK. When doing so, they comply with the UK GDPR, making sure appropriate safeguards are in place.

Organisation	Category of recipient	Country	How the transfer complies with UK data protection law
Supabase	Cloud database provider	United States	Addendum to the EU Standard Contractual Clauses (SCCs)

How to complain

If you have any concerns about our use of your personal information, you can make a data protection complaint to us by email at privacy@balancetrace.com.

If you remain unhappy with how we’ve used your data after raising a complaint with us, you can also complain to the ICO.

The ICO’s address:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113
Website: https://www.ico.org.uk/make-a-complaint