Privacy policy

About this policy

1.1This policy applies to visitors to maqetin.com, to people who use a Maqetin account, and to the people whose data our customers send to Maqetin.

1.2For your account and our website, Maqetin decides how and why personal data is used, and is the data controller. For the data our customers send about their own customers, the customer is the controller and Maqetin processes the data on their behalf, as set out in our data processing agreement.

1.3If you are a customer of a company that uses Maqetin, that company's own privacy notice explains how it uses your data. This policy explains what Maqetin does with it.

Who we are

2.1"Maqetin", "we" and "us" mean Maqetin, the company registered in Delaware, United States, that provides the Maqetin customer engagement platform and operates maqetin.com.

2.2You can write to us at privacy@maqetin.com about anything in this policy, including requests to use your rights.

Data we collect about you

3.1Account details. Your email address, your name if you give it, your workspace and your role in it.

3.2Sign-in details. When you sign in, we send a one-time code to your email address and record when you signed in and your browser. We count sign-in attempts per IP address and per email address for up to ten minutes, and keep only a hash of each, so we can keep your account secure.

3.3Billing details. Your billing contact, address and tax details.

3.4Errors you meet. When something goes wrong in your account we record the error, with your workspace id and a trace id, and no address, number or other id from your request.

3.5Messages to us. What you write when you book a demo, ask for support or email us.

3.6Website visits. maqetin.com is served by Cloudflare, which keeps technical logs of each request. We run no analytics on the site.

Data our customers send us

4.1Our customers send us data about their own customers so Maqetin can record what those people do and send them messages. This includes:

• profile details such as name, email address, phone number and other traits the customer chooses to send;
• events, such as a sign-up, an order or a transfer, with the details the customer attaches to them;
• a fixed set of device context collected by our software development kits: timezone, language, an identifier created for that browser, the version of our SDK and the browser's user agent;
• on websites, the page address without its query string or fragment, the referring page, the page title and any campaign tags in the address;
• a marketing-email choice for each person: a new profile starts as yes, your app sets it, and an unsubscribe, a complaint or a hard bounce turns it off;
• records of the messages sent to each person, whether they were delivered, opened, clicked, bounced, reported as spam or unsubscribed from, and the browser or mail program that opened or clicked.

4.2Our software does not collect advertising identifiers from phones.

4.3We never buy personal data from data brokers, and we never add bought data to our customers' profiles.

4.4Maqetin is not designed for special categories of data, such as health or biometric data, and our customers agree not to send it.

How we use data, and why

5.1We use the data about you to provide your account and the service you signed up for, which is necessary to perform our contract with your organisation.

5.2We use sign-in details and the errors we record to keep Maqetin secure, prevent abuse and fix errors. We rely on our legitimate interest in running a safe and reliable service.

5.3We use billing details to charge for the service and to meet our tax and accounting duties.

5.4We may email account users about product changes that affect them. We send other news only with your consent, and every such email lets you stop them in one click.

5.5We use the data our customers send only to provide Maqetin to that customer, on their instructions. We do not use it for our own marketing and we do not sell it. We may produce statistics about how Maqetin performs, as the terms of service allow, so long as they identify no customer and no person.

Who we share it with

6.1We use a small number of service providers, each bound by a written contract to protect the data and use it only to provide their service to us:

• Hetzner Online, which hosts our servers and databases in the European Union;
• Cloudflare, which runs our network edge, link redirects, click tracking and file storage;
• PostHog, which records errors in our services.

6.2We may disclose data when the law requires it, or to protect the rights and safety of our customers, the people they serve or Maqetin. If Maqetin is sold or merged, data may pass to the new owner under the same protections.

Where it is stored

7.1We store personal data on servers in the European Union. Some of our providers, such as Cloudflare, process data in other countries to deliver their service.

7.2When personal data moves out of the country where it was collected, we use the safeguards that the law of that country requires, such as an adequacy decision, the EU standard contractual clauses or the UK International Data Transfer Addendum.

How long we keep it

8.1We keep your account details while your account is open, and delete them 90 days after it closes. We keep billing records for as long as tax law requires.

8.2We keep a workspace's events and message records for 365 days, and its profiles until the customer deletes them. When a customer deletes a person, Maqetin removes that person's profile, events and message records and ends their journeys. Delivery events already on their way can still write a row under the same id, and a later identify of the same id creates a new profile. We keep the address of anyone who unsubscribed, complained or bounced on a list of addresses we never send to again.

8.3Deleted data remains in our encrypted backups until those backups expire, within 35 days.

8.4When a customer's account closes, they have 30 days to export their data. We then delete it.

How we protect it

9.1Every workspace is kept separate from every other, and we test that separation on every release. Our staff can act in a customer's workspace for up to 30 minutes at a time, only for a stated reason, while a banner shows it, and every request they make is recorded.

9.2Data travels encrypted between your apps, our servers and our providers. Our security page describes how workspaces are kept apart and how staff access is recorded.

Your rights

10.1Under the GDPR, the UK GDPR and similar laws, you can ask us to give you a copy of your data, correct it, delete it, limit how we use it, or send it to you in a portable format. You can object to uses based on our legitimate interests, and you can withdraw consent at any time.

10.2Write to privacy@maqetin.com. We will reply within 30 days, and may ask you to confirm who you are first.

10.3If Maqetin holds your data because a company you deal with uses our service, please contact that company first. If you contact us, we will pass your request to them and help them answer it.

10.4If you live in California, the California Consumer Privacy Act gives you the same rights to know, correct and delete. We do not sell your personal information, and we do not share it for cross-context behavioural advertising.

10.5You can also complain to the data protection authority in the country where you live or work, or where you think the problem happened.

Cookies

11.1maqetin.com sets no cookies. The Maqetin dashboard sets the cookie that keeps you signed in.

11.2Our customers may use Maqetin's software on their own websites and apps. Their cookie and consent notices explain that use.

Changes to this policy

12.1If we make a change that affects how we use your data, we will email account owners at least 30 days before it takes effect. Every version of this policy is listed below with what changed.