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Privacy Policy

Last updated: 24 March 2026

1. Who We Are

SignalCX is operated by USE SIGNAL MARKETING LTD, a company registered in England and Wales (Company No. 16564879). Our registered office is at Unit 13 Freeland Park, Wareham Road, Lytchett Matravers, Poole, England, BH16 6FA.

References to "SignalCX", "we", "our", or "us" in this policy refer to USE SIGNAL MARKETING LTD. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal data when you use our platform at trysignalcx.com (the "Service"). We act as the data controller under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

2. Information We Collect

We collect the following categories of information:

Account & Identity Information

Your name, email address, and password when you register. Workspace and team details you provide when setting up your account.

Support Email & Ticket Data

Emails ingested into the Service via your configured email address, including the content of those emails, sender addresses, timestamps, and any metadata attached. This data is used to power the shared inbox, AI analysis, reporting, and CX intelligence features. You retain ownership of all email content you submit.

Shopify Integration Data

When you connect a Shopify store, we store your Shopify OAuth access token to authenticate future requests. Order, customer, refund, fulfilment, and product data is fetched in real-time from Shopify's API when you or your agents view a ticket — we do not bulk-store your Shopify catalogue. Actions you take through the Service (such as issuing a refund, cancelling an order, or creating a draft order) are logged for audit purposes.

Subscription App Integration Data

When you connect a subscription management app (Recharge, Loop Subscriptions, or Kaching), we store your API credentials securely. Subscription data is fetched in real-time when your agents need it; we do not bulk-store your subscribers. Actions taken through the Service (such as pausing, cancelling, or rescheduling a subscription) are logged for audit purposes.

Payment Information

Billing name, country, and address for tax purposes. All card payments are processed by Stripe. We never see, store, or have access to your raw card numbers, CVV, or full payment details.

Usage & Activity Data

Information about how you and your team use the Service — features accessed, actions taken, timestamps, and interaction patterns. This is used to improve the platform and provide analytics within the Service.

Device & Technical Data

IP address, browser type and version, operating system, referrer URL, and other technical data collected automatically when you access the Service.

Communications

Messages you send to us via the contact form or email, and any feedback or community submissions you make through the Service.

3. How We Use Your Information

We use the information we collect for the following purposes:

  • To provide, operate, and maintain the Service, including the shared team inbox, AI reply drafting, reporting, and analytics features
  • To process and analyse your support email data using AI, in order to generate CX intelligence reports and insights
  • To connect to and interact with Shopify and subscription management apps on your behalf, including processing actions such as refunds, cancellations, and subscription changes
  • To process payments, manage subscriptions, and issue invoices through Stripe
  • To send transactional communications relating to your account — including usage alerts, billing notices, and product updates
  • To send marketing communications about SignalCX (you may opt out at any time)
  • To improve the Service, develop new features, and train and refine our AI models using aggregated, non-personally-identifiable data and user feedback
  • To monitor security, detect fraud, and protect the integrity of the Service
  • To comply with our legal obligations under UK law

4. Artificial Intelligence Processing

SignalCX uses artificial intelligence to power several features, including email analysis, report generation, and AI reply drafting. To deliver these features, we transmit relevant portions of your email and ticket data to a third-party AI inference provider. This provider processes the data solely to return a result to us — they do not store or use your data for their own purposes.

We improve our AI features over time using our own internal data and anonymised, aggregated feedback from the platform. We do not use your individual customer email content to train AI models without your explicit consent.

AI-generated outputs (reports, insights, reply drafts) are provided for informational and productivity purposes only and should not be relied upon as professional, legal, or financial advice.

5. Legal Basis for Processing

Under the UK GDPR, we rely on the following legal bases:

  • Contract: Processing necessary to deliver the Service you have subscribed to
  • Legitimate interests: Improving the Service, preventing fraud, and ensuring platform security
  • Consent: Marketing communications — you may withdraw consent at any time
  • Legal obligation: Where we are required to process data to comply with UK law

6. Data Retention

Email data, ticket history, and related records are retained according to your plan tier:

  • Signal (Free): 14 days
  • Pulse: 90 days
  • Radar: 12 months
  • Enterprise: As agreed in your contract

Account information, billing records, and audit logs are retained for as long as your account is active and for up to 12 months following account deletion, after which they are permanently erased, except where we are required to retain records by law (for example, for tax purposes).

Third-party integration credentials (Shopify OAuth tokens, subscription app API keys) are deleted immediately upon disconnection or account deletion.

7. Third-Party Services & Data Sharing

We share your data with third parties only where necessary to provide the Service:

  • Stripe: Payment processing. Stripe handles all card data under their own PCI-DSS compliance. See Stripe's Privacy Policy.
  • AI inference provider: Email and ticket content is transmitted for AI processing (report generation, reply drafting). Data is used solely for inference and is not retained by the provider.
  • Shopify: When you connect your store, we interact with Shopify's API on your behalf to read order data and perform actions you authorise.
  • Subscription app providers (Recharge, Loop, Kaching): When you connect a subscription app, we interact with their APIs to read and manage subscription data on your behalf.
  • Google Analytics: We use Google Analytics to understand how visitors use the public areas of our website. Google may set cookies and collect usage data. See Google's Privacy Policy.

We do not sell your personal data. We do not share your customer email content with advertisers or data brokers.

8. Data Storage & Security

All data is stored on servers located in the United Kingdom. We implement appropriate technical and organisational security measures including:

  • Encryption of data in transit via TLS
  • Encrypted storage of sensitive credentials (API keys, access tokens)
  • Access controls limiting data access to authorised personnel
  • CSRF protection and session security on all authenticated routes
  • Regular review of security practices

No method of transmission over the internet is 100% secure. We will notify you and the relevant authorities of any data breach where required by law.

9. Marketing Communications

With your consent, we may send you marketing emails about new features, plan changes, and other SignalCX updates. You can opt out at any time by clicking "unsubscribe" in any marketing email, or by contacting us at team@signal.marketing. Opting out of marketing does not affect transactional emails relating to your account.

10. Your Rights Under UK GDPR

You have the following rights regarding your personal data:

  • Access: Request a copy of the personal data we hold about you
  • Rectification: Request correction of inaccurate or incomplete data
  • Erasure: Request deletion of your personal data, subject to legal retention obligations
  • Restriction: Request that we limit how we process your data
  • Portability: Receive your personal data in a structured, machine-readable format
  • Objection: Object to processing based on legitimate interests or for direct marketing
  • Withdraw consent: Withdraw consent for marketing at any time

To exercise any of these rights, contact us at team@signal.marketing. We will respond within 30 days. If you are unhappy with how we handle your request, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

11. Children's Privacy

The Service is intended for business use and is not directed at individuals under the age of 16. We do not knowingly collect personal data from anyone under 16. If you believe we have inadvertently collected such data, please contact us immediately.

12. Cookies

We use essential, functional, and analytics cookies. For full details, please see our Cookie Policy.

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes to the Service or applicable law. We will notify you of material changes by email or through the Service. The "Last updated" date at the top of this page indicates when the policy was last revised.

14. Contact & Data Controller

For any questions about this Privacy Policy or to exercise your data rights, please contact:

USE SIGNAL MARKETING LTD
Unit 13 Freeland Park, Wareham Road, Lytchett Matravers, Poole, England, BH16 6FA
Company No. 16564879
Email: team@signal.marketing