What we hold, and why.

Who is responsible for what

Who we are. Diary Portal, United Kingdom. Contact support@diaryportal.com.

There are two different relationships here and they have different answers, so it is worth separating them before anything else.

Your business's own account. Your name, your email, your business details and your billing records. For that, Diary Portal is the data controller under UK GDPR. We decide what to collect and why, and a request about it comes to us.

Your customers' details. The people who book with you. For that, you are the controller and we are the processor. The data is yours. We hold it and act on it so the product works, and we do not use it for anything you have not asked for. If one of your customers asks you to delete their record, you can do it yourself from the customer screen, and if you would rather we did it, ask.

What we collect

From you, when you sign up

• Your name, email address and the name of your business.
• Your working hours, services, prices and staff, because that is the diary.
• Billing records: what you were charged, when, and whether it went through.
• Ordinary server logs, including the IP address a request came from, kept because a service with no logs cannot be debugged or defended.

About your customers, from you or from them

• Name, mobile number and email address.
• Their appointments: what, when, with whom, and whether they turned up.
• Whatever your trade's booking form asks for about the thing being booked. The fields come from the trade you signed up under, not from us.
• Notes you write on a customer or an appointment.
• Whether they are on a waitlist, and which days and times suit them.

Payments

Deposits are taken through Stripe, into your own Stripe account. We never see or store a card number. The card details go from your customer's browser to Stripe directly. What we keep is Stripe's reference for the payment, the amount, and whether it succeeded.

Text messages

Waitlist offers and reminders are sent through Twilio. To send a text we have to give Twilio the mobile number and the message. We keep a record of what was sent, to which booking, and whether the network accepted it, because a business asking "did they get the text" needs an answer.

Referrals

• When one business refers another, we record which business referred which, so the reward goes to the right account.
• To stop people cheating the referral scheme, for example by referring themselves or signing up again for a second discount, we run fraud checks. We compare the referred business with the business that referred it, and with other accounts, past and present, on: the owner's email address, ignoring dots and anything after a plus sign; the business phone number; and the card that pays. For the card we use the fingerprint Stripe gives us, which is a reference to the card, not the card number. We also look at whether the two businesses share an email domain. A match stops the reward, or holds it until a person at Diary Portal has looked at it.
• When a business is deleted for good, we keep a scrambled (hashed) copy of its email addresses (the owner's and the business's) and its phone number, and nothing else. We keep it so that a deleted business cannot sign up again through a referral link and claim the new-business discount a second time. The details are scrambled so we can't read them in normal use: all we do with them is check whether a new sign-up's details scramble to the same thing. They are deleted automatically 3 years after the business is deleted.
• Opening a referral link sets a cookie, described under Cookies below.

Why we are allowed to hold it

Under UK GDPR every use of personal data needs a lawful basis. Ours are:

• Contract. We cannot run your diary, take a deposit or send a confirmation without the details of the booking.
• Legitimate interests. Keeping the service secure, keeping logs, and preventing abuse of the messaging.
• Legal obligation. Billing and tax records, which we are required to keep whether we want to or not.

We do not sell customer lists, we do not share them between businesses, and we do not use one business's customer data to market to anybody.

How long it is kept

• While your account exists. Cancelling a subscription stops the billing. It does not delete the account, so that you can come back to it. You can export from it until the period you paid for ends, and after that we will send you an export if you ask.
• A customer record, until you delete it. You can delete one permanently from the customer screen at any time, and export one at any time.
• Billing and tax records for six years. That is what HMRC requires of us and it applies whether or not you are still a customer.
• Message and server logs, 90 days. They exist to diagnose faults, and old ones cannot do that. Server logs are deleted within 90 days. The record of a text or email is deleted 90 days after it was sent, or 90 days after the appointment it was about if that is later, so a business can still check whether a customer got a reminder.

Ask us to delete your account and everything in it, and we will, within one month.

Who else touches it

These are our processors. Each one is here because the product calls it, not because it is a list a policy is expected to have.

• Stripe: card payments, deposits and our own subscription billing.
• Twilio: sending text messages.
• Our hosting and email providers: running the servers and delivering email.

Data is stored in the United Kingdom. Where a processor moves data outside it, it is under the safeguards UK GDPR requires of them.

Cookies

The marketing site sets two cookies, __Host-diaryportal_marketing_session and XSRF-TOKEN. Both are strictly necessary, and they are only used to protect the contact form from abuse, by checking that a message really was sent from this site. If you arrive through a referral link it sets one more, dp_ref, for 60 days. It holds the referral code and when you opened the link, so that if you sign up in that time the business that sent you gets its reward. If you close the invite bar that link shows, dp_ref_hide remembers that until you close your browser.

Signing in to the product sets a session cookie, __Host-diaryportal_app_session, which is what keeps you signed in, and XSRF-TOKEN, which protects forms from being submitted from another site. Signing in to our own staff console sets its own session cookie in the same way.

The booking pages set __Host-diaryportal_book_session and XSRF-TOKEN while you book, for the same reasons. Beyond that they only remember you if you choose it: tick "Remember me on this device" when you book or manage a booking and it sets a functional cookie, diaryportal_booking_ref, for one year, so that business's booking page can greet you by name and suggest a time based on your past visits. The "Forget me" link clears it at any time.

We do not use analytics or advertising cookies, and no cookie of ours follows you to other sites.

Your rights

Under UK GDPR you can ask for:

• Access: a copy of what we hold about you.
• Correction: anything wrong put right.
• Deletion: it removed, where we are not required to keep it.
• Restriction or objection: us to stop a particular use of it.
• Portability: it in a form you can take elsewhere.

If you are a customer of a business rather than the business itself, ask the business first. They hold the record and they can act on it immediately. If they cannot help, write to us and we will.

Requests go to support@diaryportal.com. Include enough for us to find the record and be sure it is yours. We answer within one month, free of charge.

If you are not satisfied with how we handle it, you can complain to the Information Commissioner's Office, which is the UK's data protection regulator. We would rather you told us first, but you do not have to.

Changes

If this changes in a way that matters, the date at the top changes and account holders are told by email. We will not quietly rewrite it.