SupportPal Limited is committed to protecting your personal information in accordance with UK data protection law, including the UK GDPR and the Data Protection Act 2018. The purpose of this policy is to explain how we collect, use, and store any personal information we collect about you when you use this Website ("https://www.supportpal.com") and any subdomains (hereafter referred to as the "Website") or interact with a member of staff. We make every effort to respect your personal and financial privacy. In addition to this Privacy Policy, your use of our services is governed by our Terms of Service, which govern in the event of any conflict with this Privacy Policy.
SupportPal Limited collects information from you when you provide it directly, for example by filling out forms on the Website (including any application you make for services). We also collect information automatically when you browse the Website or use our software, as detailed below.
When you sign up for a free trial or purchase our software, the legal basis for processing your email address is your consent.
Once a license is purchased, all personal data described below is processed based on SupportPal Limited's legitimate interests, including providing customer support, maintaining account security, licensing our software, and communicating important updates or information.
SupportPal Limited may collect personally identifiable information such as your name, telephone number, physical address, email address, credit card details (for direct customers), and, if applicable, company information including contacts, telephone numbers, addresses, email addresses, payment information, and information about technical, marketing, and executive contacts within your company or organisation.
We may also collect technical information such as browser type, operating system, screen resolution, ISP, IP address, pages viewed on the Website, and the time and duration of your visits.
If you communicate with us, we collect information relating to that communication, whether via email, forum postings, testimonials, or other forms of interaction (collectively, "User Communications").
When you use our software, we may collect information about the server on which the software operates, including license status, domain, IP address, and limited system fingerprints used to validate licensing and prevent unauthorised use. We may also collect general usage information to help analyse and improve software functionality. This processing is based on our legitimate interests in preventing fraud and protecting our intellectual property. You may contact us if you believe an automated restriction or blacklisting decision has been made in error.
SupportPal Limited processes personal data to fulfil user requests, including providing software licenses, customer and technical support, and communications about your account and our products. You may update or request deletion of your personal information; otherwise, we may retain records as necessary for legitimate business purposes, including compliance, fraud prevention, and historical reference.
Information provided solely for a free trial, where no further contact is made within 24 months and no active services exist, will be deleted.
We may use collected information to maintain, evaluate, improve, and provide our Website and software, analyse trends (including geographical usage), and improve service quality. This information is not linked to personally identifiable information unless explicitly stated. Aggregated usage data may be shared with partners.
SupportPal Limited will not sell or rent your personal information. We may provide your data to third-party processors as described below, solely for the purpose of providing our services.
Server and usage information may be retained for technical support, service improvement, or investigations of unlicensed or unauthorised software use.
We may send you product or service information by email where you have provided consent, or where you are an existing customer under the “soft opt-in” rules of the Privacy and Electronic Communications Regulations (PECR). You can withdraw consent or opt out of marketing at any time by following the unsubscribe link in our emails or by contacting support [@] supportpal.com.
Cookies are small files stored on your device to enhance your experience on the Website, for example remembering login details or preferences. We use cookies to track usage trends and improve our services.
Types of cookies we use:
By using the Website, you can manage your cookie preferences through the cookie banner or settings tool presented on first visit. Only strictly necessary cookies are set without consent. Disabling cookies may affect Website functionality.
We request that individuals under 16 do not provide personal data. If we learn that we have collected such data, we will delete it promptly.
The Website and SMTP servers are hosted by AWS in the Europe/London region – see here for details.
Some of our third-party processors transfer data outside the UK. Where this occurs, we ensure appropriate safeguards are in place, such as the UK International Data Transfer Agreement (IDTA) or Standard Contractual Clauses with the UK Addendum.
SupportPal Limited is not responsible for data you voluntarily share in public areas of the Website, such as blog comments.
We use industry-standard practices to protect personal data from loss, misuse, alteration, and destruction, including firewalls, encryption, and secure transmission protocols. You are responsible for keeping your password secure.
In the event of a merger, acquisition, or asset sale, your information may be shared with the acquiring company. We will notify you as required by law.
We may disclose personal data to comply with legal obligations, protect our rights, or for national security or law enforcement purposes.
You have the right to request access to, correction of, or deletion of your personal data. You may also object to or restrict processing and request data portability. If we process data based on your consent, you may withdraw that consent at any time.
If you reside in the European Union or United Kingdom, you also have the right to lodge a complaint with your local supervisory authority, such as the Information Commissioner's Office (ICO) in the UK (https://ico.org.uk).
Requests can be submitted to support [@] supportpal.com.
We are not responsible for the privacy practices of other sites linked from our Website. This policy applies solely to information collected by SupportPal Limited.
We use third parties to process data on our behalf. All processors have data protection agreements in place. Examples include:
The data controller is:
SupportPal Limited (Registered UK Company #10035240). See the About & Contact page for details.
SupportPal Limited may update this Privacy Policy from time to time. Changes take effect when posted on the Website. Where required by law, we will notify you via email or Website notice.
Last updated: 7th October 2025
