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We value your privacy. With this policy, we set out your privacy rights and how we collect, use, disclose, transfer and store your personal data.
Terms we use in this policy
When we say “Shikayah”, “we”, “our”, or “us”, we mean Shikayah A/S, Pilestraede 58, 5th floor, DK-1112 Copenhagen K, which is the entity responsible for processing your personal data.
When we say “website” or “platform”, we mean all of Shikayah’s websites and applications.
Third-party websites
Our platform contains links to other websites, but that doesn’t mean we endorse those websites. We encourage you to review the privacy policies for these third-party websites because their procedures for collecting, handling and processing personal data might be different to ours.
We’re an open platform
Because we’re an open platform, when you write a review, the review and your Shikayah profile will be visible to anyone who visits our platform. By clicking on your profile, such visitors can see your country location and all the reviews you’ve written, including the locations and products you’ve reviewed, and your product photos or videos. Similarly, if you’re a business user and reply to a review about your company, this will also be visible on our platform. So please remember that depending on the information you add to your Shikayah profile and the username you choose, you may or may not be anonymous.
Personal data we collect
Personal data is any information that relates to an identifiable individual. When you create a Shikayah user account, write a review, create a business account on behalf of your company, or otherwise use our platform, we may collect and process the following personal data about you:
Contact information: Your name and email address or any other contact details you may provide to us from time to time.
Device and location information: Your IP address, browser settings (the type of browser you use, browser language, time zone), and location.
User account information: Your username, password, photo, location and preferred language.
Business account information: Your password, your company name and domain, and certain other information you choose to add to your business profile, such as details about the type of services your company offers.
Usage and profiling information: Your Shikayah search history, how you’ve interacted with our platform, or emails we send to you, including time you spend on our site, features or functions you’ve accessed, marketing emails you’ve opened and links you’ve clicked.
Information about reviews and ratings, including:
Which business you reviewed.
Which product you reviewed.
Whether you wrote a service review, a location review, or a product review.
Your review content and star rating.
Your product photos or videos (if you provide them together with your product review).
The location of the business you reviewed.
The dates you wrote your review, made any edits, or deleted the review.
Your reference number, order ID or similar (if you or the business provided one).
If we ask you to provide information or documentation to verify your experience, and you send us such documentation, we will collect and process the documentation for the purpose/s stated in the request.
Information about views, likes and how useful your review is for others: How many people read your review and how many people find your review “useful”. We also collect information if you click “useful” on someone else’s review.
Information about reports and replies to reviews from your business account: Your name, company details, the information you state in the reply to a review, which review you reported, the reason for the report, the date of the report.
Your verification data:
Information about whether your user account or your business domain is verified (your verification badge).
Data provided during the verification process for consumers and verification process for businesses:
Your first and last name.
Images of the documents you submitted.
Number and date of expiry of the documents you submitted.
Information about questions you asked on a business’s website:
Which business you asked a question.
The product you asked the question about.
The content of the question.
The date you asked the question.
The business’s response to the question.
Data provided via the “Find Reviewer” tool: Find Reviewer lets businesses reach out to reviewers to find out more information about them and their experiences. We collect the information that you decide to disclose to the business, including but not limited to your: full name, phone number, email address, and reference ID.
Preferences information: Selected preferences associated with your account, including specific consents you have given or declined, newsletters or similar email preferences and cookies containing your preferences.
Communication information: Includes communications we receive from you such as review notifications, feedback, help requests and queries via email, and other electronic communication methods, as well as metadata associated with those communications, such as time and date.
Call recordings: All inbound and outbound telephone calls made to or by Shikayah may be recorded for training, quality control and compliance purposes. Personal data (for example, name and contact details) revealed during a telephone call will be digitally recorded to deliver appropriate services.
Information from other services, including social networks: You can connect your Shikayah profile with your social media profiles, for example, Facebook (“social network”). When you do this, we automatically collect selected information about you from your social network, depending on what information you have made available on that social network and your privacy settings for sharing such information on that social network. We may collect the following information:
Name and/or username
Email address
Profile photo
Before your request to connect your Shikayah profile with a social network profile is carried out, you’ll be told which information we will collect from that social network. You can disconnect your social network profile from your Shikayah profile via your Shikayah account at any time. Shikayah will then remove your social network unique ID, and disconnect/revoke Shikayah from your social network. However, your social network profile picture will remain on your Shikayah profile unless you change it and we will retain your name and email address.
We ask you not to share any sensitive personal documents or personal data with us, such as information revealing ethnic origin, religious beliefs, or health information, of yourself or others.
How we collect personal data
The personal data that we process is primarily collected directly from you when you provide your details to create an account with us or interact with or your usage and profiling information, such as your interaction with our platform or marketing emails, such as by leaving reviews or posting replies to reviews.
Sometimes we’re given information about you from third parties. For example, when you sign up for a Shikayah account via Facebook, your account is automatically pre-filled with the information we receive from them. Similarly, when a business asks us to send a review invitation to you on their behalf, they give us your name, email address and a reference number, such as an order ID or similar.
We also generate or collect information from your computer or device automatically as you use our services — like your IP address, your location, information about the device and browser you’re using to access Shikayah, or your usage and profiling information, such as your interaction with our platform or marketing emails.
Who is the controller of your personal data?
If you’ve been sent invitations to write reviews on Shikayah from businesses that use our services, or from us on their behalf, those businesses will be the data controllers responsible for those invitations and for any personal data associated with them. If you have any questions about such invitations or want to exercise your rights with regards to any data used in that context, please contact the relevant businesses directly, as we’re unable to help.
In respect to all other personal data associated with our platform, such as information you provide when you create an account, leave a review, or submit a reply, Shikayah A/S is the data controller.
We may use your personal data to:
Provide our services to you, including displaying your reviews and giving you access to your user account and our platform, or providing you with access to your company’s business account and our website.
Identify you as a registered user when you log into our platform and revisit our platform.
Improve our platform and services.
Respond to your questions and provide customer service.
Send you our newsletters.
Engage in various internal business purposes, such as data analysis, audits, fraud monitoring and prevention, developing new products and services, improving or modifying our platform and our services, including our TrustBoxes, identifying usage trends, determining the effectiveness of our promotional campaigns and operating and expanding our business activities.
Train our staff and for quality control purposes, helping us improve the quality of our services.
Exercise or comply with our own legal rights or obligations in connection with legal claims, or for compliance, regulatory and auditing purposes, where necessary. For example, we may retain information where we are required by law, or if we are compelled to do so by a court order or regulatory body.
If you have a Shikayah user account, we may also use your personal data to:
Verify the authenticity of your reviews.
Invite you to leave more reviews.
Pass on a message from the business you reviewed or the business that invited you to review a service experience or a product via our platform.
Contact you if your review is flagged by businesses or other users and, if necessary, ask you to provide documentation to verify your review or experience.
Contact you by email to tell you how many times your review was read and whether other users find your review useful, or otherwise provide feedback concerning your user account or your review.
Enforce our Terms & Conditions.
If you have a business account on behalf of your company on Shikayah, we’ll also use your personal data to:
Notify you about a review of your company or products you offer.
Verify the legitimacy of your replies to reviews.
Inform you when users provide feedback concerning your reply to a review or your report of a review.
Enforce our Terms & Conditions.
We may also use the information in other ways for which we provide specific notice at the time of collection.
We need to process your personal data to:
Perform our contract with you or your company.
Exercise and comply with our own legal rights and obligations and operate an online review platform in compliance with applicable legal acts.
Pursue legitimate business interests related to operating our website and providing our services to you. Where we process your personal data based on a legitimate interest we will only do so where the processing is relevant, adequate and limited to what is necessary for the purpose it was collected for. And of course, we’ll always ensure our legitimate interests don’t unfairly impact on your own rights and freedoms.
Establish, exercise or defend legal claims, where necessary.
In circumstances where you have expressly given your consent for us to process your personal data, for example, when subscribing to our newsletters or accepting certain cookies on your device, you are free to revoke your consent at any time, either by using the functionality provided within the appropriate product feature or by contacting us (see ‘Contact us’ below). However, please be aware that we may have the right to continue to process your information if it can be justified on one of the other legal bases mentioned above.
You have the right to object to how we process your personal data, or ask us to restrict the processing. Please see ‘Your rights’ below, for more details.