Last Update: 17 June 2017

1. Welcome to zenloop! Your privacy is important to us

1.1 Who we are

zenloop (or “we”) is a business-to-business software-as-a-service platform which allows its customers to collect, analyze and “close the loop” on feedback in order to measure and boost loyalty.

1.2 What this Privacy Policy does

This Privacy Policy describes how zenloop collects, uses, stores, shares and secures your information and personal data. It applies when you access, visit or use any portion of our site or service. You can retrieve this Privacy Policy from our website (www.zenloop.com/privacy), and download, store and print it, at any time. Depending on how you use our site or service, some parts of this policy might or might not apply to you – each section clearly explains if it applies to you.

Please read this Privacy Policy, our Terms of Service, and our Data Processing Agreement carefully as you must agree to each in order to have permission to use our service.

1.3 Users, Survey Senders and Survey Recipients

zenloop is used by Users (people who visit our site, including general visitors who do not register for an account with us), Survey Senders (people who create and conduct surveys through our site), and Survey Recipients (people who answer those surveys). How we store and handle your data depends a lot on whether you are a User, Survey Sender, and/or Survey Recipient – so, we have split this privacy policy in three parts.

Click on the part that applies to you:

Privacy for Users

Privacy for Survey Senders

Privacy for Survey Recipients

2. Privacy for Users

2.1 Who is a User?

If and while you visit our site www.zenloop.com, even without registering for an account, you are a “User” of our site.

2.2 What information do we collect from Users?

We collect the following information from all of our Users in the background while they browse our site:

  • Statistical usage data: We collect and analyze data about how you found our site, how you browse, how long you stay on it, and what you click on during your stay.

  • Device and application data: We collect data from the device (for example, if you use a laptop or smartphone) and application (for example, whether you are using Chrome or Firefox) you use to access our site. This includes your public IP address, from which we may also infer your geographic location.

  • Referral data: If you arrive at our site from an external source (such as a link on another website or in an email), we record information about the source that referred you to us.

  • Information from cookies and page tags: We use third party tracking services that employ cookies and page tags (also known as web beacons or web bugs) to collect aggregated and anonymized data about visitors to our websites. This data may include usage and User statistics.

If you interact with our site in certain ways, we will also collect the following information from you:

  • Voluntary information: We may collect additional personal information or data from you if you submit it to us voluntarily in other contexts, such as testimonials or public contests.

2.3 How do we use the information we collect from Users?

We use the information we collect from Users:

  • To personalize your experience: Your information helps us to better respond to your individual needs.

  • To improve our website: We continually strive to improve our website offerings based on the information and feedback we receive from you.

  • To improve customer service: Your information helps us to more effectively respond to your customer service requests and support needs, including to help us evaluate or devise new features.

2.4 When and with whom do we share your information?

zenloop recognizes that you have entrusted us with safeguarding the privacy of your information. Because that trust is very important to us, we will disclose or share your information only in limited circumstances, in accordance with applicable law. In particular, we may disclose your information:

  • To our service providers. zenloop uses third-party service providers who help us to provide you with our services. These including credit card and payment processors, data hosting service providers, and providers of web analytics tools. We will give these providers access to your information, but only to the extent necessary for them to perform their services for us. We also contractually bind these service providers to keep your information confidential and to use it only for the purpose of providing their services.

The third party service providers we use are:

  • “Google Analytics”: We use this web analysis service of Google, Inc. ("Google"), situated at 1600 Amphitheatre Parkway Mountain View, CA 94043, USA. Google Analytics uses so-called "cookies”, text files which are saved on your computer and enable analysis of the use of a website. Information on your use of this website (including your IP address) generated by the cookie is transferred to a Google server in the USA and saved there. Google uses this information to evaluate your use of the website in order to compile reports on website activities for the website operator, and to provide additional services related to website and Internet use. Google may also transfer this information to third parties, insofar as this is legally specified or insofar as third parties process this data on behalf of Google. Google will in no case connect your IP address to other data saved by Google. You can prevent the installation of cookies via the corresponding settings in your browser; we hereby inform you, however, that you may not be able to take full advantage of all functions of this website in this case. By using this website, you declare that you consent to the processing of data collected about you by Google in the manner described above, and for the purposes described above.

    You can counteract the saving and collection of data and effectively opt-out of using this third-party provider with a plugin for your browser, here.

    Please find more information to this regard in Google's General Terms of Service and additionally consider Google's privacy policy.

  • “Segment”: We use this web service of Segment Inc. (“Segment”), situated at 55 2nd St, 4th Fl., San Francisco, CA 94105 USA. Segment uses Cookies and other tracking technologies, to pass User Data into Segment’s Service, and, at each our direction, out from Segment into a variety of third-party applications and services, and from one application or service to another. User Data may include, without limitation, information about the identity of users (such as name, postal address, e-mail address, IP address and phone number), as well as information about the pages that users visit and the features that they use, and the actions that they take while using the our website, service or application.

    Please find more information to this regard in Segment’s General Terms of Service and their Privacy Policy.

  • “Intercom”: We use the web service of Intercom Inc. (“Intercom”), situated at 55 2nd St, 4th Fl., San Francisco, CA 94105 USA. Intercom uses Cookies and other tracking technologies, such as Web Beacons to facilitate direct communication between the users of our sites and us. This is achieved through an on-screen messenger. The communication process takes place between the users and us, while Intercom facilitates the connection, and therefore necessarily has access to personal information about you, such as your IP address, device ID, name or email address, including any information you reveal or transmit through their service.

    Please find more information to this regard in Intercom’s General Terms of Service and their Privacy Policy.

  • “Heap”: We uses Heap Analytics, a web analysis service provided by Heap Inc. ("Heap"), situated at 460 Bryant St., Suite 300, San Francisco, CA 94107, USA. Heap Analytics uses “cookies,” which are text files placed on your computer, to help the website analyze how users use the site. The information generated by the cookie about your use of the website will be transmitted to and stored by Heap on servers in the United States. In the event IP anonymization is activated on this website, your IP address will be shortened beforehand by Heap within member states of the European Union or in other signatory states of the Treaty on the European Economic Area. The full IP address will be transmitted to a Heap Server in the USA and shortened there only on an exceptional basis. Heap will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators, and providing other services to website operators relating to website activity and Internet usage. You may prevent the storage of cookies by selecting the appropriate settings on your browser software; however, we must advise you that in this case, you might not be able to use all functions of this website to the full extent. You may prevent Heap from recording the data generated by the cookie and pertaining to your use of the website (including your IP address), or processing these data by activating the following “Do-Not-Track” link.

    Please find more information to this regard in Heap’s General Terms of Service and their Privacy Policy.

  • “Mixpanel”: We use Mixpanel, a service for the marketing analysis of the Application owned by Mixpanel Inc. ("Mixpanel"), incorporated under the laws of the State of Delaware, USA. Mixpanel uses cookies to help analyse how visitors arrive at and use the Service, and provides us with statistical reports on Services activity. The information generated by the cookies or other technologies about your use of the Services (including IP address) (the “Analytics Services Information”) is transmitted to Mixpanel and potentially stored on servers in the United States. Mixpanel will use the Analytics Services Information to compile reports on the activity on the Services for us.

    Please find more information to this regard in Mixpanel’s General Terms of Service and their Privacy Policy.

  • If required or permitted by law. Sometimes, public authorities (such as courts, government agencies, public prosecutors, antitrust authorities and others) may require us to disclose information to them in the exercise of their duties (for example in order to investigate, prevent, or take action regarding illegal activities). We may disclose your information as required or permitted by law, including when we believe that disclosure is necessary to protect our rights, protect your safety or the safety of others, and/or to comply with a judicial proceeding, court order, subpoena, or other legal process served on us.

  • If there is a change in business ownership or structure at zenloop. If ownership of all or substantially all of our business changes (whether by share deal or asset deal), or we undertake a corporate reorganization (including a merger or consolidation, or any measures pursuant to the German Transformation Act), you expressly consent to zenloop transferring your information to the new owner or successor entity so that we can continue providing our services. If required, zenloop will notify the applicable data protection agency in each jurisdiction of such a transfer in accordance with the notification procedures under applicable data protection laws

  • When we have your permission to do so. Of course, there may also be instances where, in addition to the above, you have given us your express consent to disclose your information to others. This may be the case, for example, where you provide a testimonial about your zenloop experience, or where, with your consent, we disclose your contact details to third parties in order for them to contact you for marketing purposes.

3. Privacy for Survey Senders

3.1 Who is a Survey Sender?

If you register with a zenloop account and subscribe to one of our subscription plans in order to conduct surveys, you are a Survey Sender.

3.2 What information do we collect from Survey Senders?

As a Survey Sender, you are also a User, and we collect and use your information as described in chapter 2 above. Additionally, we collect the following information from you while you use our service:

  • Registration information: You need a zenloop account before you can create surveys on zenloop. When you sign up for an account on our site, we will collect the information that you provide to us when you register for an account, including your first and last name, email address, username, password, company name.

  • Billing information: If you subscribe to one of our subscription plans, we will require you to provide your billing details, including your billing name, billing address, and additional financial information depending on the payment method you chose. We will also store information about your individual subscription plan (including the date when you sign-up and dates of any renewals).

  • “My Account” settings: You can view and edit various preferences and personal details through your “My Account” settings on our platform. For example, you can set preferences such as your default language and default time zone.

  • Survey data: We collect and store all the questions and responses to the surveys you create and run through our service, including statistics or insights. Of course, on top of keeping this information secure, we also keep it confidential at all times: Only your account has access to your survey questions and responses at any time.

  • Recipient data: zenloop allows you to import your Survey Recipients’ personal information (for instance, email addresses), so that you can easily invite Survey Recipients to take surveys, and later analyze their results. We will store and process this data exclusively as data processor on your behalf and at your direction.

3.3 How do we use the information we collect from Survey Senders?

We use Survey Senders’ information for the same purposes as any User information as described in chapter 2 above. Additionally, we also use Survey Senders’ information:

To provide our service: We will use your registration information, billing information, “My Account” settings, and your survey and recipient data, to provide our service to you. This will include providing you with customer support, which requires us to access your information to assist you.

  • To create service analyses: We will use your information in aggregated form to create reports or benchmarks. This means that we may use your information for security and operations management, to create statistical analyses, and for research and development purposes. Please note that these analyses, reports and benchmarks will not incorporate your information in a form that could identify or reasonably serve to identify any individual.

  • To send you periodic emails: The email address you provide as part of your registration information may be used to send you information and updates pertaining to your order.

  • To contact you for marketing purposes: In addition and depending on whether you have given us your consent to do so, we may use your email address to send you occasional company news, updates, and related product or service information. If any time you would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email that we send to you.

4. Privacy for Survey Recipients

4.1 Who is a Survey Recipient?

If you have been invited to participate in a zenloop survey by a Survey Sender (for example, on the Survey Sender’s website or via an email), and you visit our site to answer the survey, you are a “Survey Recipient”.

4.2 What information do we collect from Survey Recipients?

As a Survey Recipient, you are also a User, and we collect and use your information as described in chapter 2 above. Additionally, we collect the following information from you on behalf of the Survey Sender who invited to respond to a survey:

  • Survey responses: We collect and store the responses you give in response to the survey you are answering. Depending on the survey, that may include your name and/or other personal information.

  • Email address: zenloop records your email address if the Survey Sender provides it to us in order to send you an invitation to a survey. Of course, you may opt out from receiving survey invitations at any time by following the unsubscribe instructions at the bottom of each email that you receive through us.

4.3 How do we use the information we collect from Survey Recipients?

That depends on the type of information you provide to us:

  • Survey responses: Your survey responses are owned and managed exclusively by the Survey Sender (the Survey Sender is usually the same person that invited you to the survey). Some Survey Senders may provide you with their own privacy policy at the time you take their survey, and we encourage you to review that to understand how the Survey Sender will handle your responses. Please note that zenloop is not responsible for the content of the survey in any way, so if you have any questions about a survey you are taking, please contact the Survey Sender directly.

  • Other information: Other than survey responses, we use Survey Recipients’ information for the same purposes as any User information as described in chapter 2 above.

Additionally, we also use Survey Recipients’ information in aggregated form to create reports or benchmarks. This means that we may use your information for security and operations management, to create statistical analyses, and for research and development purposes. Please note that these analyses will not incorporate your information in a form that could identify you personally in any way.

5. Data controller and data processor

zenloop is the data controller for any User and Survey Sender information that we collect. However, the data controller for the survey response data provided by Survey Respondents is the Survey Sender. The Survey Sender determines how their survey questions and responses are used. zenloop processes such data only on behalf of and in accordance with the Survey Sender’s instructions. If you have any questions about a survey you are taking, please contact the Survey Sender directly.

6. How Users can control their information

6.1 Can I access and correct my personal data?

Yes. By law, you have the right to review the personal information that zenloop holds about you, and you may also request us to correct, delete or block that data if required. You can exercise this right at any time by contacting our privacy support at dpo@zenloop.com.

If you are a Survey Sender, you may modify your personal information by logging in and visiting your settings on the “My Account” page and “Plan + Billing” page, following the instructions provided, or going to our “Contact Us” page. We encourage you to promptly update your personal information when it changes.

If you are a Survey Recipient, please note that your personal data (including any personal data that may be contained in the survey responses you give) is managed and controlled exclusively by the Survey Sender – zenloop processes such data only on behalf of the Survey Sender, and in accordance with the Survey Sender’s instructions. If you would like to review, correct, delete or block your personal data or your survey responses, we ask that you please contact the Survey Sender directly.

6.2 I am a Survey Sender, but I cancelled my account. When will my information be deleted?

When you cancel your account, all of your data and content will be deleted from our systems, as permitted by law. Please note that this content cannot be recovered once your account is cancelled. We are not liable for any loss or damage following, or as a result of, the cancellation of your account, and it is your responsibility to ensure that any content or data which you require is backed-up or replicated before cancellation.

Notwithstanding the above, we will retain and use your information and data to comply with our legal obligations (including any statutory retention periods), resolve disputes, or enforce our agreements. We may also retain and use your information to the extent such information is incorporated in any of our statistical analyses, reports and benchmarks. Please note that these analyses, reports and benchmarks will not incorporate your information in a form that could identify or reasonably serve to identify any individual.

7. Data security

7.1 Where is your data stored?

The servers that we use to host and process your data and information are located in Ireland, a Member State of the European Union, or another signatory to the Agreement on the European Economic Area.

7.2 How do we safeguard your data?

We are committed to handling your personal information and data with the utmost care. For this purpose, we have implemented and will maintain various technical and organizational measures here at zenloop. The measures that we undertake to protect your data are set out in our Data Security Concept, which you can find here (link to DPA). These measures are intended to protect your data against accidental or unauthorized loss, destruction, alteration, disclosure or access, and against all other unlawful forms of processing.

7.3 Is there a risk that my data could still be viewed by third parties?

Unfortunately, yes. Regardless of the security protections and precautions we take, there is always a risk that your personal data may be viewed and used by unauthorized third parties as a result of collecting and transmitting your data through the internet. If you have any questions about the security of your personal information, please contact our customer support at the “Contact Us” page.

8. Changes to this Privacy Policy

zenloop reserves the right to make changes to this privacy policy at any time by giving notice of the date of change on this page or elsewhere on this website. We strongly recommend that you check this page often, referring to the date of the last modification. If you object to any of the changes to this Privacy Policy, you must cease using zenloop.

9. How to contact us

If you have any questions regarding our Privacy Policy or practices, please feel free to contact our data protection commissioner by mail at:

zenloop GmbH, c/o Data Protection Officer, Chausseestrasse 19, 10115 Berlin, Germany

Alternatively, you can reach out electronically at any time at dpo@zenloop.com

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