1. INTRODUCTION

Welcome to the Service Science privacy policy.

Service Science respects your privacy and is committed to protecting your personal data. This privacy policy will inform you as to how we look after your personal data when you visit our website (regardless of where you visit it from) and tell you about your privacy rights and how the law protects you.

2. BACKGROUND AND PURPOSE

This privacy policy applies between you, as the user of this website, and Service Science the owner and provider of this website. This policy applies to our use of any and all data collected by us in relation to your use of the website and any services or systems therein.

This privacy policy aims to give you information on how Service Science collects and processes your personal data through your use of this website, including any data you may provide through this website when you sign up to our newsletter, purchase a product or service or take part in a competition.

It is important that you read this privacy policy together with any other privacy policy or fair processing policy we may provide on specific occasions when we are collecting or processing personal data about you so that you are fully aware of how and why we are using your data. This privacy policy supplements any other policies Service Science has in place and is not intended to override them.

3. PRIVACY STATEMENT

Your privacy is important to us. Service Science takes great care in protecting your privacy and the information you provide whilst visiting our website or filling out one of our surveys (whether hosted on our own website, other websites on our behalf or by any other means, including by telephone).

We are committed to meeting the requirements of the following laws and codes:

  • General Data Protection Regulation 2016/679 (GDPR)
  • Data Protection Act 1998
  • Market Research Society’s (MRS) Code of Conduct
  • ICC/ESOMAR (European Society for Opinion and Marketing Research) International Code on Market and Social Research

4. DEFINITIONS AND INTERPRETATIONS

In this policy, the following terms shall have the following meanings:

“Account” means collectively the personal information, payment information and credentials used by users to access material and / or any communications system on the website;
“Comply with legal or regulatory obligation” means processing your personal data where it is necessary for compliance with a legal or regulatory obligation that we are subject to;
“Content” means any text, graphics, images, audio, video, software, data compilations and any other form of information capable of being stored in a computer that appears on or forms part of this website;
“Controller” means Service Science is the controller and responsible for your personal data (collectively referred to as “Service Science”, “we”, “us” or “our” in this privacy policy).
“Cookie” means a small text file placed on your computer by Service Science when you visit certain parts of this website. It is a small file that resides on your computer’s hard drive and often contains an anonymous unique identifier and is accessible only by the website that placed it there, not any other sites. This allows us to identify recurring visitors and to analyse their browsing habits within the website. Where e-commerce facilities are provided, cookies may be used to store your purchase details;
“Data” means collectively all information that you submit to the website. This includes, but is not limited to, account details and information submitted using any of our services or systems;
“Lawful Basis” means legitimate interest, the interest of our business in conducting and managing our business to enable us to give you the best service/product and the best and most secure experience. We make sure we consider and balance any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). You can obtain further information about how we assess our legitimate interests against any potential impact on you in respect of specific activities by contacting us;
“Performance of the Contract” means processing your data where it is necessary for the performance of a contract to

which you are a party or to take steps at your request before entering into such a contract;

 

“Personal Data” means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data);
“Service Science” means Servsci Limited whose registered office is at 29 Chalfont Lane, Chorleywood, WD3 5PR
“Service” means collectively any online facilities, tools, services or information that Service Science makes available through the website either now or in the future;
“System” means any online communications infrastructure that Service Science makes available through the website either now or in the future. This includes, but is not limited to, web-based email, message boards, live chat facilities and email links;
“User” / “Users” means any third party that accesses the website and is not employed by Service Science and acting in the course of their employment; and
“Website” means the website that you are currently using http://www.servsci.com/ (and any sub-domains of this site unless expressly excluded by their own terms and conditions.

5. TYPES OF DATA COLLECTED

The majority of data Service Science collects falls under general data. However, all types of data are addressed in this policy document.

5.1 General types of data collected:

We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows (Please note this list is not exhaustive):

  • Identity Data includes [first name, maiden name, last name, username or similar identifier, marital status, title, profession, job title, date of birth and gender drivers license, car ownership, gym member]
  • Contact Data includes [billing address, delivery address, email address and telephone numbers].
  • Financial Data includes [bank account and payment card details].
  • Transaction Data includes [details about payments to and from you and other details of products and services you have purchased from us].
  • Technical Data includes [internet protocol (IP) address, your login data, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website].
  • Profile Data includes [your username and password, purchases or orders made by you, your interests, preferences, feedback and survey responses].
  • Usage Data includes [information about how you use our website, products and services].
  • Marketing and Communications Data includes [your preferences in receiving marketing from us and our third parties and your communication preferences].

5.2 Aggregated data collected

We also collect, use and share aggregated data such as statistical or demographic data for any purpose. Aggregated data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.

5.3 Special categories of personal data 

We do not collect any special categories of personal data about you (this includes details about your religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.

 5.4 Failure to provide personal data

Where we need to collect personal data by law, or under the terms of a contract we have with you and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.

6. DATA COLLECTION METHODS

We use different methods to collect data from and about you, including through:

6.1 Direct interactions

You may give us your [Identity, Contact and Financial Data] by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:

  • apply to become a mystery shopper/interviewer/fieldworker/etc. for Service Science;
  • create an account on our website;
  • subscribe to our service or publications;
  • request marketing to be sent to you;
  • enter a competition, promotion or survey; or
  • give us some feedback.

6.2 Automated technologies or interactions

As you interact with our website, Service Science may automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, [server logs] and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies.

6.3 Third parties or publicly available sources

We may receive personal data about you from various third parties [and public sources] as set out below:

  • Technical Data from the following parties:
    (a) analytics providers such as Google based outside the EU;
    (b) advertising networks [such as [Facebook] based [inside OR outside] the EU]; and
    (c) search information providers [such as Google based inside OR outside the EU].
  • Contact, Financial and Transaction Data from providers of technical, payment and delivery services such as Metrobank based inside OR outside the EU;
  • Identity and Contact Data from data brokers or aggregators based inside OR outside the EU;
  • Identity and Contact Data from publicly availably sources [such as Companies House and the Electoral Register based inside the EU];

7. DATA USE AND PURPOSE

We will only use your personal data when the law allows us to.

7.1 Data usage

Most commonly, we will use your personal data in the following circumstances:

  • Where we need to perform the contract we are about to enter into or have entered into with you;
  • Where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests;
  • Where we need to comply with a legal or regulatory obligation.

Generally, we do not rely on consent as a legal basis for processing your personal data other than in relation to sending third-party direct marketing communications to you via email or text message. You have the right to withdraw consent to marketing at any time by contacting us.

Specifically for research purposes, the personal information we collect is:

  • Combined with the survey responses of all others who participated in the same survey research and reported back to the client that commissioned the study;
  • Used on an aggregated basis to determine which groups of people think certain things more than others;
  • Used to administer and operate prize draws (further details on this use of personal information can be found in the applicable Prize Draw terms and conditions);
  • Used to improve our website and identify any potential areas of improvement;
  • Occasionally used to re-contact you to validate your responses.

All of your survey responses are treated as confidential. We will never intentionally disclose your personal information or individual survey responses to the client that commissioned the study or any third parties unless:

  • You request or consent to sharing your identifying information and individual responses;
  • In the rare, but possible circumstance that the information is subject to disclosure pursuant to judicial or other government subpoenas, warrants, orders or for similar legal or regulatory

7.2 Purposes for which we will use your personal data
Service Science will collect your information when you visit our website, use our website feedback function, fill out one of our surveys or participate in any other form of one of our research projects.

When we contact you, we generally do so for one of the following purposes:

  • To invite you to participate in survey research
  • To conduct survey research with you
  • To validate answers you gave in a recent survey we conducted
  • To update and to ensure that our records of your personal information are correct (applicable only to panels)
  • To notify you if you have won a prize draw that we sponsored (if a relevant incentive)

We will not mislead you about the nature of the research or how the data will be used. If you receive an invitation to take part in one of our surveys, it will be because:

  • You were selected following a recent purchase from, or visit to, one of the companies for whom we work
  • You have given permission for a company to supply your details to a third party for research purposes
  • You have taken part in previous research administered by Service Science and given us your permission to contact you in the future for research purposes

If you have been sent an email by Service Science and you do not believe you have given your permission, or just wish your name to be removed from the database, please use the contact details in Section 15 to inform the data controller.

We never knowingly invite children under the age of 16 to participate in research studies without taking measures to ensure appropriate consent from a responsible adult.

The information we collect will include survey responses, which can contain your personal opinions as well as personal information. We may occasionally collect sensitive personal information such as political views.

In addition, we will record which pages you visit on our website, your IP address, which type of browser you are using, your screen size and other basic metrics.

Service Science makes reasonable efforts to keep personal information in its possession or control, which is used on an ongoing basis, accurate, complete, current and relevant, based on the most recent information available to us. We rely on you to help us keep your personal information accurate, complete and current by answering our questions honestly.

We have set out below, in a table format, a description of all the ways we plan to use your personal data, and which of the legal bases we rely on to do so. Service Science have also identified what our legitimate interests are where appropriate.

Purpose/Activity Type of data Lawful basis for processing including basis of legitimate interest
Lawful basis for processing including basis of legitimate interest (a) Identity

(b) Contact

Performance of a contract with you
To process and deliver your order including:

(a) Manage payments, fees and charges

(b) Collect and recover money owed to us

(a) Identity

(b) Contact

(c) Financial

(d) Transaction

(e) Marketing and Communications

(a) Performance of a contract with you

(b) Necessary for our legitimate interests (to recover debts due to us)

To manage our relationship with you which will include:

(a) Notifying you about changes to our terms or privacy policy

(b) Asking you to leave a review or take a survey

(a) Identity

(b) Contact

(c) Financial

(d) Transaction

(e) Marketing and Communications

(a) Performance of a contract with you

(b) Necessary to comply with a legal obligation

(c) Necessary for our legitimate interests (to keep our records updated and to study how customers use our products/services)

To enable you to partake in a prize draw, competition or complete a survey (a) Identity

(b) Contact

(c) Profile

(d) Usage

(e) Marketing and Communications

(a) Performance of a contract with you

(b) Necessary for our legitimate interests (to study how customers use our products/services, to develop them and grow our business)

To administer and protect our business and this website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data) (a) Identity

(b) Contact

(c) Technical

(a) Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business re-organisation or group restructuring exercise)

(b) Necessary to comply with a legal obligation

To deliver relevant website content and advertisements to you and measure or understand the effectiveness of the advertising we serve to you (a) Identity

(b) Contact

(c) Profile

(d) Usage

(e) Marketing and Communications

(f) Technical

Necessary for our legitimate interests (to study how customers use our products/services, to develop them, to grow our business and to inform our marketing strategy)
To use data analytics to improve our website, products/services, marketing, customer relationships and experiences (a) Technical

(b) Usage

Necessary for our legitimate interests (to define types of customers for our products and services, to keep our website updated and relevant, to develop our business and to inform our marketing strategy)
To make suggestions and recommendations to you about goods or services that may be of interest to you (a) Identity

(b) Contact

(c) Technical

(d) Usage

(e) Profile

Necessary for our legitimate interests (to develop our products/services and grow our business)
  • Marketing
    We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising:
  • Promotional offers from us
    We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing).

You will receive marketing communications from us if you have requested information from us or purchased events, goods or services from us or if you provided us with your details when you enrolled for an event, entered a competition or registered for a promotion and, in each case, you have opted in of receiving that marketing.

  • Third-party marketing
    We will get your express opt-in consent before we share your personal data with any company for marketing purposes.
  • Opting out
    You can ask us or third parties to stop sending you marketing messages at any time by following the opt-out links on any marketing message sent to you or by contacting us at any time.

Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of [a product/service purchase, warranty registration, product/service experience or other transactions]. Cookies – You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see our cookie policy.

  • Change of purpose
    We will only use your personal data for the purposes for which we collected it unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.

If Service Science needs to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

8. SHARING OF DATA

We will not sell your personal information to third parties. From time to time we may employ other companies and individuals to perform functions on our behalf. They will have access to the personal information needed to perform their functions but may not use it for other purposes. They must also process the personal information as set out in this privacy policy and only as permitted by the laws and regulations set out in Section Three.

Service Science may, from time to time, expand or reduce its business and this may involve the sale of certain divisions or the transfer of control of certain divisions to other parties. Data provided by users will, where it is relevant to any division so transferred, be transferred along with that division and the new owner or newly controlling party will, under the terms of this policy, be permitted to use the data for the purposes for which it was supplied by you.

By browsing our website and communicating electronically with us in our surveys you consent to us transferring your personal data to other companies within and outside of the EEA only for the purposes mentioned above. Service Science shall endeavour to ensure that your personal information is kept confidential and secure.

In case we may have to share your personal data with the parties set out below for the purposes set out in the table in Section 7:

  • Internal third parties:
  • External third parties
  • Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, Service Science may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice. We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

We do not transfer your personal data outside the European Economic Area (EEA).

9. DATA RETENTION

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether Service Science can achieve those purposes through other means, and the applicable legal requirements.

Details of retention periods for different aspects of your personal data are available upon request by contacting us. Please note that by law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they cease being customers for tax purposes.

10. YOUR LEGAL RIGHTS

Under certain circumstances, you have rights under data protection laws in relation to your personal data. Please see below. If you wish to exercise any of the rights set out below, please contact us. Generally, no fee is usually charged. However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

10.1 What we may need from you
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. Service Science may also contact you to ask you for further information in relation to your request to speed up our response.

It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us.

10.2 Time limit to respond
We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, Service Science will notify you and keep you updated.

10.3 Request access

You are eligible to access your personal data (commonly known as a “data subject access request”). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.

10.4 Request correction

You are eligible to request your personal data that we hold about you to be corrected. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.

10.5 Request erasure of your personal data
This enables you to ask Service Science to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that Service Science may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.

10.6 Object to processing of your personal data
Where we are relying on a legitimate interest (or those of a third party) and there is something about your particular situation which makes you want to object to processing on this ground as you feel it impacts on your fundamental rights and freedoms. You also have the right to object where we are processing your personal data for direct marketing purposes. In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your rights and freedoms.

10.7 Request restriction of processing of your personal data
This enables you to ask Service Science to suspend the processing of your personal data in the following scenarios:

  • if you want us to establish the data’s accuracy;
  • where our use of the data is unlawful but you do not want us to erase it;
  • where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or
  • you have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.

10.8 Request the transfer

You can request a transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.

10.9 Withdraw consent

You can withdraw your consent at any time where we are relying on it to process your personal data. However, this will not affect the lawfulness of any processing carried out before you withdraw your consent. If you withdraw your consent, Service Science may not be able to provide certain products or services to you. We will advise you if this is the case at the time you withdraw your consent.

11. DATA SECURITY

Service Science is committed to handling information with high standards of information security. We use computer safeguards such as firewalls and data encryption, we enforce physical access controls to our buildings and files, and we authorise access to personal information only for those employees who require it to fulfil their job responsibilities.

We inform our employees about our policies and procedures regarding confidentiality, security and privacy, and we emphasise the importance of complying with them. Our security procedures are consistent with generally accepted commercial standards used to protect personal information.

The website is protected against unauthorised access using the latest security devices and ‘firewalls’. The security of your personal information is important to us. When you enter sensitive information (such as credit card number on our registration or order forms, we encrypt that information using secure socket layer technology (SSL).

Data security is of greatest importance to Service Science and to protect your data we have put in place suitable physical, electronic and managerial procedures to safeguard and secure data collected online. 

12. COOKIES

Cookies are small pieces of information stored by us on your device (computer, mobile phone, tablet) which enable us to identify your computer when you access the Service Science web site and to provide you with a convenient means of access. They also protect the integrity of registered user names and passwords and limit access to ‘paid for’ services. Sometimes, for example to complete a survey with us, we will use a session cookie. This is a temporary cookie and is removed when you close the browser. This session cookie allows us to give your visit to our website a unique identifier so you can complete the survey.

Service Science will also use cookies to collate aggregate statistical information about site visits and usage, as well as provide personalised features. This will not include any information that enables individuals to be identified.

Specifically:

  • Service Science may set and access cookies on your computer;
  • You may delete cookies, however you may lose any information that enables you to access the Website more quickly;
  • You can choose to enable or disable cookies in your web browser. By default, your browser will accept cookies, however this can be altered. For further details please consult the help menu in your browser. Disabling cookies may prevent you from using the full range of Services available on the Website.

13. THIRD PARTY LINKS AND SERVICES

This website may include links to third-party websites, plug-ins and other applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. These websites have their own privacy policies and we urge you to review them. They will govern the use of personal information you submit whilst visiting these websites. Service Science does not accept any responsibility or liability for the privacy practices of such third party web sites and your use of such web sites is at your own risk. Service Science does not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we strongly suggest you read the privacy notice of every website you visit.

Service Science may, from time to time, employ the services of other parties for dealing with matters that may include, but are not limited to, payment handling, delivery of purchased items, search engine facilities, advertising and marketing. The providers of such services may have access to certain personal data provided by users of this website. Any data used by such parties is used only to the extent required by them to perform the services that Service Science requests. Any use for other purposes is strictly prohibited. Furthermore, any data that is processed by third parties must be processed within the terms of this policy and in accordance with the laws and codes of conduct listed in Section 3.

14 CHANGES TO THIS POLICY

Service Science reserves the right to change this Privacy Policy as we may deem necessary from time to time or as may be required by law. Any changes will be immediately posted on the Website and you are deemed to have accepted the terms of the policy on your first use of the Website following the alterations. If we make material changes to this policy, we will notify you here or by means of a notice on our home page. If you have any queries about this privacy policy, please email the Service Science data controller (see Section 15).

15. CONTACT DETAILS

If you have any queries concerning this policy our website or our surveys, or would like to make a subject access request, please contact us via email on datacontroller@servsci.co.uk or by post to:

Data Enquiries

Servsci Ltd

29 Chalfont Lane

Chorleywood

WD3 5PR

 

 

Copyright 2017
Service Science

Address:
Kemp House
152-160 City Road
London. EC1V 2NX

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