Introduction

Our Policy Statement

This policy sets out how Know Your Market (‘the Brand’), a wholly owned subsidiary of nurtur Limited, uses and protects any information that you give us when using this website or any of the Company services. It should be viewed in conjunction with the Company Terms of Service.

nurtur Limited is committed to ensuring that your privacy is protected. This Privacy Policy contains information about collecting users' Personal Data, products and services offered or performed by the Company and the manner of its processing. We respect the right to privacy of our customers, independent contractors, prospective employees, prospects, suppliers, end users and visitors utilising live chat services, provided by the Company and take reasonable steps to ensure all are familiar with the manner in which data provided is processed and transferred in relation to the communication services the Company provides.

This policy applies to anyone emailing or telephoning the Company or any visitors to our public websites, including KnowYourMarket.net, or any of our customers’ websites (the ‘Sites’) upon which we deliver Know Your Market services.

The acceptance of the terms of service for the use of any Company services or deciding on using or purchasing any product offered by the Company means accepting the Company Privacy Policy. If you disagree with any of the terms of this Privacy Policy, you should immediately cease the use of the Sites, or can contact us directly. This policy may vary from time to time so please check it regularly. Any significant changes to this policy will be clearly highlighted on this page.

Recourse, Enforcement and Liability

We are committed to subjecting all Personal Data received in accordance with the UK Government Data Protection Act 1998 (DPA) and also ensuring that data received about any European Union or Swiss national is handled in accordance with the EU General Data Protection Regulation (GDPR). If there is any conflict between the policies in this Privacy Policy and the DPA or GDPR policies, the GDPR shall prevail.

What information do we collect?

We may collect and process a variety of data about you (“Personal Data”) depending on which Know Your Market service or system you are using. These are highlighted below. The legal definition of Personal Data varies by location and only the legal definition that applies in your physical location will apply to you under this Privacy Policy.

Clients, Prospects & Commercial Requests for Mystery Shopping services & related products

We collect information about you when you register with us, engage with us on our website via our online live chat service, or place an order for our services. When you download marketing collateral or contact us to schedule a demonstration, we collect and maintain Personal Data so we can include you in our marketing database, comply with your request, and send you information on our products and services. Personal Data we collect for these purposes usually include your name and contact information. Where you contact us by phone, we may also keep a copy of that correspondence. You may unsubscribe from our emails at any time by clicking on the “unsubscribe” link in the emails you receive from us. We may use information we collect from you to:

• provide you with the information requested;
• provide you with information that is similar to those that you have already enquired about;
• notify you about changes to our service.
• Your full prospect profile is stored within our marketing and sales systems. Your profile is available to our employees with a legitimate business need such as the Marketing Team.
• The information we collect will be directly related to your business and may include personal and sensitive details, such as, but not limited to, the following:
  Name, email, job title and contact numbers
• Business address and payment/financial details
• Business process information
• Geo-location data – the Company may have access to geo-location data as indicated by your IP address. We collect and process IP addresses of all devices where some of our services are made available on. Collecting and processing your geo-location data refers to mobile devices as well as computers.
• Third party Personal Data. Depending on the Company products used/purchased we may collect or allow you to provide us with third party Personal Data. The information that we may collect is name, email address and other contact information. This may be done to allow you to provide access to certain products and systems to others within your organisation or to allow us to send information from our system to others on behalf of one of your live chat visitors or yourself.

We collect information about you to process your order, manage your account and, if you agree, to email or telephone you about other products and services we think may be of interest to you. We use your information collected from the website or through other correspondence methods during setup of your service to personalise your service to your business based on the information you provide.

Website

We collect information when visitors voluntarily complete customer surveys, provide feedback and participate in competitions. Website usage information is collected using cookies.

Mystery Shopper Independent Contractors

The personal information you give us during your registration to become a Mystery Shopper may include your first and last name, address, email address, phone number and date of birth. During the registration process, we will capture your IP address.

If you contact us by mail, email, web or phone, we may keep a record of that correspondence. With the exception of IP address, processing is necessary for the performance of the Independent Contractor agreement that exists between us, or in order to take steps at your request prior to entering into a contract.

The processing of IP address is necessary for the purposes of the legitimate interests pursued by us, specifically for the purposes of security and fraud prevention. Your profile is available to our employees with a legitimate business need. When you apply to register with us a Mystery Shopper or Researcher, we may use the information we collect from you to:

• consider your suitability to perform those services;
• include you on our list of mystery shoppers;
• manage your account;
• collect and maintain historical information about your mystery shopping assignments and payments and administer payments;
• carry out our obligations arising from any contracts entered into between you and us and to provide you with the information and services that you request from us.

All Independent Contractors must agree to the Independent Contractors Terms and Conditions before completing any work for the Company which details more specific use of Personal Data in relation to a Project Assignment.

Market Research Participants

Our clients are the Data Controller for your personal information and provide us with the information necessary for us to contact their customers and/or employees, to ask for their views and feedback. We will always explain which of our clients we are contacting you on behalf of. We process this data for the legitimate research purposes of our client, who provided your details to us. They conduct research in order to improve the service and experience that they provide to their customers and/or employees. During the survey we sometimes collect information which may include personal information (such as your age or gender) and your answers to the questionnaire itself.

The information we provide back to the client usually includes grouped survey results, open text comments and sometimes audio files. We do not provide individual respondent details unless you have given us specific permission to do so. Audio will not be recorded and/or shared with the client without your prior knowledge and permission.

We retain the information in a format that allows us to identify you as an individual for as long as we need to in order to provide a service to our clients. This would typically involve keeping data in this format for up to twelve months, although we may retain it in this format for longer if we need to do so in order to meet the terms of a contract with a client. The information is stored securely and confidentially at all times and only people working on the project will be able to access it for the needs of fulfilling a particular contract.

Participating in our surveys is voluntary. You can terminate the survey at any point by informing the interviewer that you do not wish to continue and your responses will not be included in any results sent to our client.

Prospective Employees

When you apply to work for us as an employee, we will collect your Personal Data, as supplied by you. Your Personal Data is available to our employees with a legitimate business need to evaluate your job application. This information will be used to:

• consider your suitability to perform a specific role;
• include you on our shortlist of candidates;
• consider you for other suitable employment roles available either now or within the next 6 months.
  
  

How will we use the information about you?

The Company reserves the right to disclose Personal Data and other information relating to the user to third parties, natural persons or entities providing services to us or acting as our agents as part of our provision of the service (customer/support services, email, text messages providers, credit card/payment processing, or others).

We will not transfer your Personal Data originating in the EU and Switzerland to third parties unless we ensure such third parties are obliged to provide at least the same level of privacy protection to your Personal Data as required by the EU GDPR. We will only transfer data to our agents/third party service providers who need the information in order to provide services to or perform activities on behalf of the Company, and only for a purpose consistent with this Privacy Policy.

On your request we can provide you with a list of entities which may have access to Personal Data you provide us due to the fact that we cooperate with them and/or use their services. We ensure these entities have access only to this part of the data which is necessary for the proper service provision. The Company shall observe due diligence to make sure the processing of data disclosed to any entities is in compliance with our Privacy Policy and the currently effective law.

Personal Data can be disclosed to entities into which the Company is merged, or to which our assets, site or operations have been transferred. Mentioned entities will be able to use your Personal Information under the terms of this Privacy Policy. We will notify you if any of these events occur by updating this Privacy Policy and, if practically possible, via other means.

We will use your information collected from the website to personalise your repeat visits to our websites. The Company will not share or sell your information for marketing purposes with other companies. Our website includes features such as live chat and other social media features, such as the 'Facebook Like button' and widgets, such as the 'Share This button'. These features may collect your IP address, which page you are visiting on our site, and may set a cookie to enable the feature to function properly. Live chat and other social media features and widgets are either hosted by a third party or hosted directly on our site. Your interactions with these features are governed by the privacy policy of the company providing it.

Know Your Market Service Cookies & Analytics

Cookies are text files placed on your computer to collect standard Internet log information and visitor behaviour information. This information is used to track visitor use of the website and to compile statistical reports on website activity. Overall, cookies help us to provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website. For further information visit www.aboutcookies.org or www.allaboutcookies.org.

Google Analytics cookies are used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited. You can opt out of Google Analytics, via their website.

Cookies are used while using our Services. The cookies enable us to quickly confirm the identity of a chat visitor and allow us to track the pages they have visited and if they have visited the site previously which allows our system to either greet them differently as a returning user or allows our chat operators to see what page they are currently on and which page they came from to offer the most effective service possible.

The cookies are used solely with the purpose of personalising the chat experience for a particular user. Users who remove cookies from their browser or who have not accepted them will not be treated as returning users or allow our operators to link any previous chats with the visitor.

We do not link the information we store in cookies to any Personal Data that is submitted by the visitor while they are on your site.

Security

We take reasonable technical and organisational precautions to prevent the loss, misuse or alteration of your personal information. We have implemented a variety of technical and organisational measures to protect Personal Data from loss, misuse, unlawful processing, unauthorised access, disclosure, copying, alteration and destruction. These include limiting access to the databases to a limited number of authorised staff; access to the databases is password protected, ensuring all data is encrypted when in transit and where possible all data is encrypted at rest.

Children’s Personal Data

We do not knowingly collect personal information from anyone under the age of 13. If you become aware that we collect and process Personal Data of anyone under the age 13, please contact us at info@knowyourmarket.net. If you are under the age of 13, please do not submit any personal information through our Company websites or Sites where our services are used. We encourage parents and legal guardians to monitor their children's Internet usage and to help enforce this Policy by instructing their children never to provide personal information through the websites or services.

Special Categories of Data

We do not request or require you to provide any special categories of Personal Data including for example genetic data, biometric data for the purpose of uniquely identifying a natural persona, or information relating to your racial or ethnic origin, political opinions, religious beliefs, trade union membership, physical or mental health, or sexual orientation. If we become aware of any such data having been submitted to us, we will, where reasonably practicable, endeavour to delete it.

Data Retention

The amount of time we hold your Personal Data will vary but shall be kept for no longer than is necessary for the purposes for which it is being processed. We will retain your Personal Data in accordance with the following criteria:

• Independent Contractors – we will retain your Personal Data indefinitely whilst you are actively completing mystery shopping assignments for us. When you stop actively completing mystery shopping assignments, we will ‘archive’ your profile. Any Independent Contractor profile that has not had any contact attempts from the Company for a period of 3 years will be ‘archived’. We are required to hold all Client results and assets you have delivered to us for a period 12 months, unless otherwise agreed with our Client. After this period all results and assets will be removed from our systems.
• Live chat visitors – we may retain Personal Data securely to the extent required by applicable European Union law and for such period as required by law. The Company will ensure that Personal Data is processed only as necessary for the purpose requiring its storage and for no other purpose. Data may be stored as a secure backup for the time needed to secure (establish, investigate or defend) any claims that may arise due to the performance of the services. The company will only retain Personal Information relevant to the purposes for which the information is collected and will not use it in a way that is incompatible with such purposes unless such use has been subsequently authorised by the data subject.
• Prospects & Commercial Requests - We will retain your Personal Data for as long as necessary to provide you with the information requested or with information similar to those that you have already enquired about, or until you opt out of receiving marketing communications.
• Prospective Employees - CVs/job applications submitted to us will be reviewed by the HR team. If your application is not being progressed any further then all electronic details will be deleted and any paper copies will be shredded. This will be done within three days of the candidate being deemed unsuitable. For applicants that are not successful for the role applied for (or those that have sent in a speculative application), but are deemed of interest to the Company for other future roles, the Company will notify by email that this is the case. In these instances the Company will retain the Personal Data for a period of 6 months. After 6 months, your electronic details will be deleted and any paper copies will be shredded.
  
  

Marketing

We would like to send you information about products and services of ours and other companies we partner with which may be of interest to you. If you have consented to receive marketing, you may opt out at a later date. You have a right at any time to stop us from contacting you for marketing purposes. If you are already subscribed to the Company for marketing purposes and wish to no longer be contacted, please contact us.

Access to your Information and Correction

You have the right to request a copy of the information we hold about you. If you would like a copy of some or all of your personal information, please email or write to us at the following address: Know Your Market Ltd, Parbrook House, Natts Lane, Billingshurst, West Sussex, RH14 9EZ

We want to make sure that your personal information is accurate and up to date. You may ask us to correct or remove information you think is inaccurate and we will process your request within 3 working days of your request being received.

If you decide to be removed from our system, we will respond to your request within 3 working days at which point your profile will be ‘archived’. This archival will retain some restricted Personal Data in order to respond to any requests, support or defend any claims, and provide evidence of financial transactions in accordance with statutory retention periods.

If you believe that any information we are holding on you is incorrect or incomplete, please email us on info@knowyourmarket.net. We will promptly correct any information found to be incorrect.

Third Party Processors

Our carefully selected partners and service providers may process personal information about you on our behalf as described below: 

Digital Marketing Service Providers

We periodically appoint digital marketing agents to conduct marketing activity on our behalf, such activity may result in the compliant processing of personal information. Our appointed data processors include:

(i) Prospect Global Ltd (trading as SoPro) Reg. UK Co. 09648733. You can contact SoPro and view their privacy policy here: http://sopro.io. SoPro are registered with the ICO Reg: Z123456 their Data Protection Officer can be emailed at: dpo@sopro.io.

3rd Party Websites

Our website contains links to other websites. This privacy policy only applies to this website and the Company products and services, so when you link to other websites you should read their own privacy policies.

Changes to our Privacy Policy and Your Rights

We keep our privacy policy under regular review and we will place any updates on this web page. This privacy policy was last updated on 28th November 2018.

We ensure that you have certain rights in relation to the Personal Data we process. The General Data Protection Regulation came into effect in May 2018. Included within the Regulations the following are applicable to individuals and their rights over Personal Data supplied to us;

Complaints can be made to the supervisory authority which in the UK is the Information Commissioners Office.

Individuals can withdraw their Personal Data at any time by contacting the Company

Individuals may access their Personal Data, have it rectified or erased by contacting our Company

If we implement any automated Personal Data processing (including profiling) we will advise the individuals affected.

An individual may object to certain types of processing e.g. direct marketing and decisions based solely on automated processing.

Personal Data will only be held for as long as there is a legitimate need

Details in respect of our Data Protection Officer can be provided on request.

How To Contact Us

If you have any complaint regarding this privacy policy or how your data is being held, used or processed, you should first contact the Operations Director, whose contact details are as follows:

• By email on info@knowyourmarket.net
• By telephone on +441403 230650
• By post to Know Your Market Ltd, Brindley House, Outrams Wharf, Little Eaton Derby DE21 5EL

In the event an EU user is still concerned that the Company is not complying with their obligations under the GDPR and is not handling their data responsibly and in line with good practice, then they may raise a concern with the UK Information Commissioner’s Office. The ICO can report a concern online here, https://ico.org.uk/concerns/handling/ or by phone on 0303 123 1113.