Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.
1. Information We May Collect From You
1.1. Information you give us (“Submitted Information”):
Information that you provide to us by filling in forms and submitting information by email, through the Website or the App, subscribing to any one of our services, through surveys, or by requesting further services (e.g. when you apply for a Whitebox or when you register with us to have access to our broadband measurement services).
1.2. Information we collect about you and your device. Each time you visit our Website or use our App we may automatically collect the following information:
- name and address,
- e-mail address,
- username, password,
- financial information (e.g. when you purchase a Whitebox), your IP address, and
- your phone number
1.3. We may check some of the information that you provide against third party databases to confirm that it is accurate.
1.5. We have no access to your credit or debit card details, but we may have access to your billing address and payment history in order to assist with customer service enquiries. Under no circumstances are these details disclosed to any third parties other than those who need to know this information for the performance of the services requested by you.
2. How We May Use The Information Collected From You
2.1. We may process this information for the purpose of:
2.2. If you are an existing customer, and you have not opted out of this, we will only contact you by electronic means (e-mail, SMS or inmail) with information about goods and services similar to those which were the subject of a previous sale to you. You will be entitled to opt out from this by contacting us or by clicking "unsubscribe" or “opt-out” in the electronic communication you receive.
2.3. We may also gather this information and statistics for the purposes of monitoring the usage of the App or the Website and our services and may provide such aggregate information to third parties such as the communication operators. For instance, we will collect aggregated data (i.e. aggregated statistics that describe broadband performance) about the performance of your broadband connection and share it with third parties (for example, we may provide aggregated information to a communication operator about the internet broadband performance of 1,000 broadband connections). These statistics will not include information that can be used to identify you.
2.4. You may ask us to provide you with information about our services or services offered jointly with or on behalf of other organisations by sending us an e-mail to email@example.com or writing to us at the following address: 135 Park Street, London, SE1 9EA, United Kingdom.
2.5. If you choose to post messages on any online forum or other message platforms that we may make available for this purpose on the App or the Website, we may collect that information you provide to us. We may retain this information as necessary to resolve disputes, provide customer support and troubleshoot problems as permitted by law.
2.7. We may contract out part of our services plus other ancillary services such as hosting, credit checking, billing, and verification of sales. We may disclose your personal information to these organisations but only so that they can provide you with the services that we have contracted out.
3. Information Security
3.2. Where relevant, with respect to online payments, all your payment details will be passed from your browser for processing using encryption. All information you provide to us is stored on our secured servers. Any payment transactions carried out by us or our chosen third-party provider of payment processing services will be encrypted using Secured Sockets Layer technology or other suitable encryption technology.
3.3. Where you have been allocated a user admin area (an "Account"), this area is protected by your user name and password, which you should never divulge to anyone else. You are responsible for keeping this password confidential. We ask you not to share a password with anyone.
3.4. Please be aware that communications over the Internet, such as emails/webmails are not secure unless they have been encrypted. Your communications may route through a number of countries before being delivered – this is the nature of the World Wide Web/Internet.
3.5. We cannot accept responsibility for any unauthorised access or loss of personal information that is beyond our control.
3.6. We believe that we have appropriate policies, rules and technical measures to protect the personal data that we have under our control (having regard to the type and amount of that data) from unauthorised access, improper use or disclosure, unauthorised modification, unlawful destruction or accidental loss.
3.7. All of our employees and data processors that have access to, and are associated with, the processing of your personal information are obliged to respect the confidentiality of our users’ information.
3.8. We ensure that your information will not be disclosed to government institutions or authorities except if required by law or when requested to by regulatory bodies or law enforcement organisations.
3.9. Certain services may include social networking, chat room or forum features. When using these features please ensure that you do not submit any personal data that you do not want to be seen, collected or used by other users.
4. To Whom Will Your Information Be Disclosed?
4.1.1. Our employees;
4.1.2. Any member of our group companies and their employees, which means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the Companies Act 2006.
4.1.3. Successors in title to our business;
4.1.4. A prospective seller or buyer in the event that we sell or buy any business or assets, in which case we will disclose your personal data to such business or assets;
4.1.5. A buyer, if SamKnows or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets;
4.1.6. Third party consultants, contractors or other service providers who may access your personal information when providing services (including but not limited to IT support suppliers), to us;
4.1.7. Government bodies and law enforcement agencies and in response to other legal and regulatory requests, if we are under a duty to disclose or share your personal data in order to comply with any legal or regulatory obligation or request;
4.1.8. Auditors or contractors or other advisers auditing, assisting with or advising on any of our business purposes;
4.1.9. Any third party where such disclosure is required in order to enforce or apply our end user terms, Website Terms and / or other agreements;
4.1.10. Protect the rights, property or safety of SamKnows, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction;
4.1.11. Your communications provider (e.g. your ISP provider) to: (i) enable us to confirm the type of communication services you are receiving (e.g. a broadband connection); (ii) hep your communications providers to assess the performance of their service; and (iii) help your communications providers to improve the quality and performance of such services.
4.1.12. Depending on the program you join and the services you request, relevant public bodies (e.g. Ofcom in the UK) to the help them assess and measure the speed and quality of the communication services you (and other users) receive.
5. Your Rights Of Access In Relation To Your Information
5.1. You can write to us at any time to obtain a copy of your information and to have any inaccuracies corrected. Where appropriate under Data Protection Legislation, you may have your personal information erased, rectified, amended or completed. Please write to: 135 Park Street, London, SE1 9EA, United Kingdom.
5.2. Please quote your name and address. We should be grateful if you would also provide brief details of the information of which you would like a copy or which you would like to be corrected (this helps us to more readily locate your data).
5.3. We will require proof of your identity before providing you with details of any personal information we may hold about you.
5.4. We may charge a reasonable fee from you when a request is manifestly unfounded or excessive or repetitive or we receive a request to provide further copies of the same information.
7. Where We Store And Process Your Information
8.2. In the event the purposes for processing personal information change, then we will contact you as soon as practicable and seek your consent where such notification relates to a new additional purpose for processing which is not compatible or similar to the originally specified purposes.
9. Use Of Your Personal Information Submitted To Other Apps
9.1. We are not responsible for the privacy policies and practices of other apps or websites even if you accessed the third party app using links from our App or by means of our services.
9.2. We recommend that you check the policy of each app or website you visit and contact the owner or operator of such app if you have concerns or questions.
10. Data Retention
11. Further Information
11.1. If you would like to let us know about something we have done, or failed to do, whether positive or negative, please let us know. Your comments enable us as an organisation to learn and continuously improve our services.
11.2 If you think there is a problem with the way we are handling your data, you have the right to complain to the Information Commissioners Office at: https://web.archive.org/web/20180715102154/https://www.gov.uk/government/organisations/information-commissioner-s-office or, if you are an Australian resident, to the Office of the Australian Information Commissioner at www.oaic.gov.au.
12. Updates to your data
12.1 If your personal details change, please help us to keep your information up to date by notifying us at firstname.lastname@example.org.