Privacy Policy
Effective Date: 19 April 2024.
Introduction
We, GotYourBack Technologies Ltd. (hereinafter “Company” or “GotYourBack”), are aware of privacy issues that may occur through the use of our products, services, and website. This Privacy Notice describes your privacy rights regarding collection, use, storage, sharing, and protection of your Personal Information by GotYourBack.
This Privacy Notice does not apply to information about you collected by any third party, including through any content (including advertising) that may link to, or be accessible on, our website or through our services. This, shall instead be governed by such third party’s terms and policies. This Privacy Notice contains links to some of the third party’s terms and policies to make your investigation more convenient.
Your privacy is really important to us so we accept our responsibility to protect your private information. Therefore we strictly follow data protection procedures in an effort to protect the security of your Personal Information.
This Privacy Notice applies to:
- Using the GotYourBack products and services;
- Visiting the premium.gotyourbacksupport.com website;
- Visiting any other linked pages or application services offered by the Company.
The following Privacy Notice covers the handling of:
- Personally Identifiable Information (“Personal Information”, “PII”);
- Non-Personally Identifiable Information (“non-PII”) collected by GotYourBack when you use its products and services.
Please read this Privacy Notice to make sure that you understand what kinds of information we collect and how we use it and that you agree to such collection and use.
By visiting and using GotYourBack website, products, and services you are consenting to the collection, use, sharing, transfer, or other processing of your Personal and non-Personal information as described in this Privacy Notice. If you do not consent to such processing, then please do not further access or use our products, services, or website. You may request previous versions of the Privacy Notice by contacting us here.
Information Collection
We collect data to operate effectively and provide you the best experiences with our services. The collection occurs while you are using GotYourBack website, services, and/or products.
We get this data in two ways:
- You provide some of this data directly or contact us for support.
- Some of the data (usage data) is collected automatically. This data is mostly non-personal. Usage data is collected by recording how you interact with our products and services.
Let us clarify the exact meaning of “Personally Identifiable Information” and “Non-Personally Identifiable Information”.
“Personal Data” or “Personally Identifiable Information/Data” (PII) is any data that could potentially identify a specific individual. Any information that can be used to distinguish one person from another can be considered as PII.
“Non-Personally Identifiable Information/Data”, also known as “de-identified” (de-identified data is information that does not actually identify an individual) or “anonymized”, is any information that may correspond to a specific person, account, or profile, but is not sufficient to identify, contact, or locate the person to whom such information pertains. This type of information is frequently used for research, statistical, or aggregation purposes.
What kinds of information do we process?
Data we collect via account registration.
You may access our Websites, without providing any of your data. However, to use the full range of GotYourBack Services you will be required to create a proper account (“Account”). To create an account you will need to provide us with:
- Full name;
- Email;
- Phone number;
- Communication method with Customer Support (via emails, chats or calls).
Data we collect via Customer Support:
- Audio and/or video recording of a call/session;
- Static images of your screen, which may be captured during the session only;
- Chat correspondence;
- Telephone number (in case of a call);
- Your personal email;
- Full name;
- Mailing address;
- The password to the system (in case of remote fixes);
- Information about your device, services, and software you used.
GotYourBack Support company is committed to preventing fraud and corruption from occurring and to developing an anti-fraud culture. To achieve this the GotYourBack Support company does not store any payment or card-related information.
This information will be used only for:
- Providing you with Premium Assistance and other services (learn more about “Remote Access” below in this document);
- Delivering or installing some programs or assistance tools and software;
- Continuous improvement of our services;
- Analyzing how people use our services, how frequently, which kind of assistance they need, etc. to keep internal analytics;
- Personalizing communications with you;
- Training of our junior personnel;
- Resolving disputes;
- Protecting our rights, enforcing our policies, and complying with laws.
- Communication and Marketing. If we receive your prior opt-in consent we will contact you via email to tell you about special offers, promotions, and update you on our products or services.
- We may use first-party and third-party cookies to deliver advertisements relevant to your interests. By learning your preferences, these cookies enable us to display ads tailored to you and simplify your browsing experience.
You may opt out of marketing communications from us and/or prohibit us from using your email to create custom audiences at any time by using the method provided in the email (such as clicking on an unsubscribe link), or contacting us via email [email protected].
Please be aware that this opt-out does not prohibit our disclosure of personal data for any purpose other than direct marketing. The data we process and share may include your name, address, email address, and telephone number.
Your Personal Information will be used by our Company only for these specified purposes and will not be sold to any third party. See more details concerning sharing of your Personal Information below.
If you have any concerns or questions regarding the Personal Information we collect, you can always contact us at [email protected].
Information that is collected automatically.
We also automatically receive and track certain technical data about your computer or mobile device when you visit our website, including:
- Your device type;
- IP address;
- Language preferences;
- Browser configurations;
- Type of operating system;
- Date and time of viewing and use of our website;
- Email communication analytics (time and date when the email was opened and how many times).
We collect some of this information through the use of cookies. We would like to remind you that such automatically-collected data is mostly non-personal.
We need this data to analyze our work, improve our service and website, and make qualitative changes to provide our customers with worthy service.
Automatic gathering of information. We collect data that you provide to us online, and through websites of unaffiliated third parties.
Automatic gathering of information by third parties. When you visit our Websites, third parties can collect personal data about your online activities over time and across different websites pertaining to your visit to or use of our and other websites.
Do-not-track requests. California residents visiting our Websites may request that we do not automatically gather and track information pertaining to their online browsing movements across the Internet. Such requests are typically made through web browser settings that control signals or other mechanisms that provide consumers the ability to exercise choice regarding the collection of personal data about an individual consumer’s online activities over time and across third-party websites or online services. We currently do not have the ability to honor these requests. We may modify this Notice as our abilities change.
Data that is collected and provided by Third Parties.
Some of your Personal Information, such as email address and payment information (type of subscription you bought, purchase price, etc.), may be collected and provided to us by third parties, such as FastSpring®. To make your investigation easier, we would like to provide you with the links to third-party policies: FastSpring® Privacy Policy.
In addition, to access your device remotely, our Premium Assistance Agents use the third-party software, such as LogMeIn® and LiveChat, Inc. By accepting the Terms & Conditions and Privacy Policy of our Premium Assistance service, you, therefore, accept the Terms & Conditions and Privacy Policy of LogMeIn® and Terms & Conditions and Privacy Policy of LiveChat, Inc.
Please read all Privacy Policies that are listed above to make sure that you agree to all conditions; otherwise, do not purchase or use our service.
Use of GotYourBack services by Minors.
GotYourBack Support website and services are designed for people who are at least 13 years old. We will not knowingly collect any Personal Information from children without proper parental consent.
If you are under 13 years old, please do not send or tell us your Personal Information through any possible means of communication between you and our Company.
If you are under the age of 13 and you nevertheless wish to call our support, ask a question or use our services in any way that requires you to submit your Personal Information, please have your parent or guardian do so on your behalf.
If you believe that we may have collected Personal Information from someone under the age of 13, or under the applicable age of consent in your country, without parental consent, please contact us at [email protected], and we will take appropriate measures to investigate and address the issue promptly.
What are the grounds for data processing?
Before proceeding to the processing of your personal data (as described above) we evaluate the data that we collect and after that, we determine the legal basis of processing. We use the following basis to collect and process your data: performance of a contract, compliance with legal obligations, our legitimate interest, and your consent.
| Description of why GotYourBack Support processes your personal data (“processing purpose”) | Legal basis for the processing purpose | Categories of personal data used by GotTourBack Support for the processing purpose |
| To provide you with GotYourBack Support Services | Performance of a Contract |
|
| Safety and security | Legitimate interest |
|
| Customer Support | Performance of a Contract |
|
| Communications from GotYourBack Support | Performance of a Contract or Consent |
|
| Marketing | Consent
Legitimate interest |
|
| Compliance with legal obligations | Compliance with legal obligations |
|
| Research and development | Legitimate interest |
|
| Specific features | Consent |
|
Your Consent. Sometimes we may need to process your personal data for purposes that are not listed in this Notice. In such cases, we will ask for your prior consent before proceeding to process your personal data. You may withdraw your consent at any time by emailing us. If you wish to cancel your Account or request that we no longer use your information to provide you Services, contact our Customer Support at [email protected].
“Do Not Call” List
GotYourBack works with incoming calls from people who need our help. GotYourBack Agent may call you only upon your request that they do so, or if you have scheduled a call according to a mutual (oral and/or written) agreement between you and the Agent.
Nevertheless, if you do not want to receive any calls from GotYourBack, you can always request an Agent to put you on our internal “Do Not Call” list during the call/session. You may also request to be put on the internal “Do Not Call” list by contacting us at [email protected]. Please note that it may take up to thirty (30) days for your request to be implemented.
Remote Access
“Premium Assistance” offers a remote access service to assist us in diagnosing and resolving technical and system issues that appear on your computer. To perform a remote connection, our Agent must receive your prior explicit consent to do so. Explicit consent — also known as express or direct consent — means that an individual is clearly presented with an option to agree or disagree with the collection, use, or disclosure of Personal Information and unambiguously signals his or her agreement.
Additionally, you can terminate the connection at any time. Our Agent will describe to you how to disconnect before the connection is launched.
The entire process allows a “Premium Assistance” Agent to access your device remotely to diagnose any conditions that may interfere with its performance, and either repair it or provide advice on what options are available to fix the issue. By taking advantage of this service, you are giving permission to a “Premium Assistance” Agent to log in to your computer, which may contain your Personal Information, files, documents, etc.
We strongly recommend that you secure your sensitive files before our Agent connects to your computer remotely. Please do not leave these files on your desktop, as it is your responsibility to make your valuable information inaccessible to prevent any type of data loss or corruption. To make your files inaccessible to others, you can use built-in encryption tools on your computer.
Here you can find the step-by-step instructions on how to do so:
- Mac user – http://www.hongkiat.com/blog/encrypt-mac-folder/
- Windows user – http://www.computerhope.com/issues/ch000705.htm
In addition, we would like to inform you that even if you do not secure or encrypt your files and they are stored on your desktop, our Premium Assistance Agents will only search your computer in order to identify and correct any conditions on your computer that may hinder its performance and will attempt to limit their interaction with your files to a minimum.
Email Communication
We will send you important administrative and transactional messages (i.e., service notifications) about the work that has been completed and send a questionnaire via email after each session. We ask you to answer all of the questions to enable us to improve our service.
If you are our customer who bought the GotYourBack Support service, you will receive different reminders about the status of your subscription.
We will ask your prior permission to send you any other emails or promotions. If you receive promotional emails from us and would like to opt out, you can do so by following the directions in that message. Please also note that if you do choose not to receive marketing-related emails from us, we may still send you important administrative and transactional messages or notifications.
We also use some tracking technologies to understand when our email was opened and how many times. We need this information to find out if you received and/or opened our message as well as to analyze your interest in our email communication.
Data Sharing
We respect and protect your private information. We restrict access to Personal Information to Company employees, contractors, and agents who need this information to perform their job duties. Those who have access to Personal Information are subject to strict contractual confidentiality obligations.
We may share your Personal Information only in the following cases:
- Affiliates: In some cases we may closely cooperate with some companies and/or businesses, and may require your Personal Information for various transactions with these partners.
- Agents: We may employ other companies to act as intermediate parties for us; therefore, we may share our customers’ private information with them. These agents will not use your information for purposes other than assisting us.
- Other businesses: We may cooperate with other businesses and share the information we collect with our affiliated companies. The information includes recorded phone calls and can be used for legal purposes and service improvement only. Sharing information with our affiliates enables us to provide you with information about products and services that might interest you.
- Business Transfers: Customer information is a business asset of the Company. Therefore, when the Company becomes owned by a third party as a result of a merger, acquisition, reorganization, or bankruptcy, customer information may be passed to this third party as well.
- Protection of the Company and Others: It may be necessary − by law, legal process, litigation, and/or requests from public and governmental authorities and institutions to disclose your Personal Information. We may also disclose information about you if we determine that such disclosure is necessary or appropriate for purposes of national security, law enforcement, or other issues of public importance. We may also disclose information about you if we determine that disclosure is reasonably necessary to enforce our terms and conditions or protect our operations or users.
- With Your Consent: You will be informed about other possible cases of sharing your Personal Information and will have the right to prevent this.
GotYourBack does not sell, rent, or trade your Personal Information to anyone.
No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third party.
Tracking Technologies
GotYourBack collects some non-Personal Information through the use of various tracking technologies including cookies.
Cookies are pieces of data that a website can send to your browser, which may then be stored on your computer. GotYourBack Support may use cookies to enable us to collect certain information when you visit the GotYourBack web pages, including, for example, internet protocol address (IP address), browser type, operating system, referring website, date and time of visit, URLs of visited pages, etc.
We made a separate policy only about cookies to make it easier for you to learn more about them, how we use them, why we use them, and what to do if you do not want them being stored on your computer. Investigate this question here.
Retention of Personal and Non-Personal Data
We will retain your Personal Information for the period necessary to fulfill the purposes outlined in this Privacy Notice unless a longer retention period is required or permitted by law. For example, we may keep certain information even after you stop using our services if it is necessary to comply with our legal obligations, meet regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce this agreement.
We retain some of your personal information to protect our Company in disputes and proceedings, to comply with legal obligations, meet regulatory requirements, etc. In addition, if you would like to use our services again in the future, it is easier for us to perform remote assistance when we already know the specifics of your computer and how we have helped you before.
If you wish to cancel your account or request that we no longer use your information to provide you services contact our Customer Support at [email protected] or fill out the Data Privacy Request Form.
Where we Store Your Information
Information we collect or permit third parties to collect may be transferred to, stored and processed outside your country of residence in any country or territory where one or more of our affiliated group companies, third-party service providers or advertising companies or advertising networks are located or maintain facilities, including but not limited to the United States and Ireland.
When your information is moved from your home country to another country, we ensure that such a transfer is done legally. For users based in the EEA, we may rely on the “Model Clauses” a standard document created by the European Commission to facilitate data transfers while ensuring that safeguards are put in place for personal information. We do not participate in the “EU-US Privacy Shield” but we may rely on it to transfer personal information to some of our service providers based in the USA, provided they are certified to receive such personal information pursuant to the Privacy Shield. By using the Services you consent to the transfer of your personal information as described in this Privacy Policy.
Information Security
Security, integrity, and confidentiality of your information are important to us, and we take them very seriously and do our best to secure your information. But remember that the Internet is not a secure environment, so we encourage you to be vigilant about protecting the confidentiality of your information.
We have already implemented a number of security features that are intended to help prevent the unauthorized release of or access to the user information that we collect.
As we described above, we collect different kinds of information. Specifically, it is Personally Identifiable Information and non-Personally Identifiable Information. Each kind of information has its own appropriate level of protection. For example, there is no need to protect non-Personal Information with the highest level of security.
To protect your Personal Information, we restrict access to it to Company employees, contractors and agents who need it to perform their job duties. In addition, those who have access to Personal Information are subject to strict contractual confidentiality obligations and may be disciplined or have their contracts terminated if they fail to meet these obligations.
We protect your information by using physical, technical, and administrative security measures to reduce the risks of loss, misuse, unauthorized access, disclosure, and alteration. Nevertheless, no one can guarantee absolute protection of your Personal Data. You must also do your part in protecting the data, systems, networks, and services that you are using.
Please be aware that we are not responsible for the privacy policies of other websites and services that may be linked to our website.
If you have reason to believe that your interaction with us is no longer secure, please immediately notify us by contacting us at [email protected].
Managing Your Personal Data
We fully respect your privacy and will use the minimum personal data required to provide you with our services, improve our products and services and personalize our recommendations. You can review and manage your privacy settings by contacting our Customer Support via email or the Data Privacy Request Form.
Also, you can exercise a right to object or restrict processing and a right to data portability. Please, address inquiries for the execution of these rights to [email protected] or fill out the Data Privacy Request Form.
In case you are unhappy with how we handle your data, you have a right to lodge a complaint with a supervisory authority.
- Right to Access. You can request an explanation of the personal data we process about you. Also, you can request a copy of your personal data undergoing processing.
- Right to Rectify. You can correct any inaccurate data about you, or you can update your personal data.
- Right of Data Portability. You have a right to receive the personal data concerning you, which you provided to us. You can make a request to transmit this data directly to another data controller in a structured, commonly used and machine-readable format. We will transmit your data directly to another controller in cases where it is technically feasible.
- Right of Erasure. You have a right to delete all personal data that you have provided to us. In case you request removal of your personal data by our Customer Support via email or call as prescribed above, it may take up to thirty (30) days to implement your request. Note, we may retain certain information as required by law and for legitimate business purposes permitted by law.
- Right of Restrict Processing. You can request us to temporarily or permanently stop processing all or some of your personal data.
- Right to Object Processing. You can, at any time, object to the processing of your personal data on grounds relating to your particular situation. For example, you have a right to object to your personal data being processed for direct marketing purposes.
- Right to Lodge Complaints. You have a right to file a complaint with a supervisory authority in relation to GotTourBack Support Services, usage of your personal data.
Non-discrimination right.
We definitely will not discriminate (including, by denying Services, charging different prices for Services, providing different quality of Services) against you for exercising any of your CCPA data protection rights.
Changes to This Notice
We may change this Privacy Notice. The “Effective Date” section at the top of this page states when this Privacy Notice was last revised. Any changes to this Privacy Notice will become effective when we post the revised Privacy Notice on this page.
Your use of the GotYourBack services following these changes means that you accept the revised Privacy Notice. We encourage you to periodically review this Privacy Notice to stay informed about how we collect, use, and share Personal Information.
Contact Us
Please contact us here or through our website here in case you have any questions, concerns, or suggestions regarding our Privacy Notice.