Privacy policy

1. Who we are

We are Monesize Limited, the provider of the Monesize Desk customer support and service management platform. For questions about this policy or your data, contact us at hello@monesize.com.

2. Information we collect

2.1 Information you provide directly

• Account information: name, email address, and password when you create an account.
• Organization information: organization name, portal slug, support email, custom domain, and settings you configure for your workspace.
• Content and communications: tickets, customer records, knowledge base articles, replies, and any other data you or your users submit to the Service.

2.2 Information collected automatically

• Usage data: pages visited, features used, and interactions with the Service.
• Log data: IP address, browser type, device information, and timestamps.
• Cookies and similar technologies: session cookies (including our desk_auth session cookie), used to keep you signed in and to secure the Service.

2.3 Information from third parties

• Where you choose to sign in with Google or connect the Service to a third-party identity provider, we receive the identity information needed to complete sign-in.
• We may receive limited information from our gateway services to resolve your organization's tenant and sync identities.

3. How we use your information

We use personal information to:

• Provide, operate, and maintain the Service, including ticket management, customer portal, and email notifications.
• Authenticate users and secure accounts.
• Send transactional emails (for example, ticket updates and support correspondence) on your behalf.
• Respond to support requests.
• Monitor and improve the Service, including diagnostics and analytics.
• Detect, prevent, and address security or technical issues.
• Comply with legal obligations.

We do not sell your personal information.

4. Our role with respect to your customers' data

When you use the Service to manage tickets and customer records, you act as the controller of your customers' personal information, and we act as a processor on your behalf. You are responsible for:

• Ensuring you have a lawful basis to collect and process your customers' data.
• Providing your own privacy notices to those customers.
• Responding to their data rights requests.
• Deleting or exporting their data as needed.

Where you process personal data of individuals in the EEA or UK, our processing of that data on your behalf is subject to applicable data protection law.

5. Sharing and disclosure

We do not share your personal information with third parties except:

• Service providers who help us operate the Service (for example, cloud hosting, email delivery, and object storage), under obligations of confidentiality and data protection.
• Legal requirements, where disclosure is required by law, regulation, or enforceable request.
• Business transfers, in connection with a merger, acquisition, or sale of assets.
• With your consent or at your direction.

6. Data retention

We retain your information for as long as your account is active or as needed to provide the Service and comply with legal obligations. Because the Service is currently provided free of charge and is still evolving, we may delete or migrate data as part of maintenance or upgrades. You may delete data through the Service, and you are responsible for keeping backups of data that matters to you. On account termination, your data may be permanently deleted.

7. Security

We take reasonable technical and organizational measures to protect personal information, including encrypted storage in transit and at rest, and secure session management. No method of transmission or storage is completely secure, and we cannot guarantee absolute security. You are responsible for safeguarding your login credentials.

8. Your rights

Depending on where you are located, you may have rights regarding your personal information, including the right to:

• Access, correct, or delete your information.
• Restrict or object to certain processing.
• Receive your data in a portable form.
• Withdraw consent where processing is based on consent.
• Lodge a complaint with a supervisory authority (for EEA or UK users).

To exercise these rights, contact us at hello@monesize.com. Where you make a request about data you control as an organization, we may refer you to that organization.

9. Cookies

We use a minimal set of cookies necessary to run the Service, primarily session cookies for authentication. We do not use advertising cookies. You can control cookies through your browser settings, but disabling them may prevent the Service from working properly.

10. Children's privacy

The Service is not directed to children under 13 (or the minimum age set by applicable law), and we do not knowingly collect personal information from children.

11. International data transfers

Your information may be processed in countries other than your own. Where we transfer personal data across borders, we take steps to ensure appropriate safeguards are in place.

12. Changes to this policy

We may update this Privacy Policy from time to time. We will notify you of material changes with reasonable notice. Continued use of the Service after changes take effect constitutes acceptance of the revised policy.

13. Contact

Questions or concerns about this policy should be sent to hello@monesize.com or to: 128 City Road, London, United Kingdom, EC1V 2NX.