Privacy Policy

ChargeDesk is owned and operated by Peter Industries Pty Ltd, acting as The Trustee for Peter Family Trust, trading as ChargeDesk Pty Ltd (ABN 13 588 984 088) registered in Australia.

Your privacy is of the utmost importance to us. At ChargeDesk, we want to make your experience online satisfying and safe. As such, we will never sell, share, rent or otherwise disclose your personal information to anyone except to provide our Service or as otherwise described in this Policy, without providing explicit notice of such and the ability to opt-out.

Because we gather certain types of information about our users, we feel you should fully understand our policy and the terms and conditions surrounding the capture and use of that information. This privacy statement discloses what information we gather and how we use it. You should also review our Terms of Service and understand how it applies to your use of our Service.

Information ChargeDesk Gathers and Tracks

ChargeDesk gathers information about users in the following ways;

- Information provided voluntarily by users and businesses in the process of providing support for transactions. Businesses provide information about their company to ChargeDesk including details of how they process payments and handle customer support. Users provide support requests to ChargeDesk which are passed the relevant businesses customer support channels.

- Information that users provide through other optional, voluntary submissions. These are voluntary submissions to receive our electronic newsletters, to request further information about our services.

- Information ChargeDesk gathers through aggregated tracking information derived mainly by tallying page views and actions performed throughout our sites. This information allows us to better tailor our features to users' needs and to help us better understand the demographics of our audience.

- Information collected from third party services for which you provide ChargeDesk with API access credentials. These services include Stripe, PayPal, Braintree, Zendesk and others. Information collected from these services will be used to provide you with functionality visible on ChargeDesk. We may also utilise this data in to produce aggregate reports.

ChargeDesk Apps and Extensions

ChargeDesk offers a number of optional tools for use on 3rd party services such as our heldesk apps and our Chrome extension.

These tools allow you to easily interact with your ChargeDesk account on 3rd party services. In order for these tools to operate, they require you to connect your ChargeDesk account to them. This is done in a tokenized manner which allows us to control, monitor and limit access to these services if needed for security purposes. Your account password is never stored on these 3rd party services.

We transmit information about your activity on the service where the tool is installed in order to provide you with related information about your customers. For example, our Zendesk plugin will send back details of the support ticket you are viewing so that we can show matching customer payments. Similarly our Chrome extension will transmit some limited information about your browsing activity. Specifically if you use our customer tagging feature, we will transmit an encrypted list of emails found on web pages you browse, so that we can tag your customers on these pages. We only ever transmit a nonreversible hash of these emails which means that even if they were intercepted by a third party or somehow retrieved from our servers it would not be possible to determine the raw information of the emails seen while you browse. We only ever transmit information about potential customers on the pages you view and do not otherwise in any way record or transmit other information about your browsing behavior and use of 3rd party services. Please see the Security section on this page for further information about how we handle your data.

You may disable this tracking at any stage by either a) disabling the related feature, b) disconnecting your ChargeDesk account from the tool, or c) uninstalling the app or extension.

Electronic Newsletters Policy

We will offer a free electronic newsletter to users. ChargeDesk gathers the email addresses of users who voluntarily subscribe. Users may remove themselves from this mailing list by following the link provided in every newsletter that points users to the subscription management page.

Surveys

ChargeDesk may occasionally conduct user surveys to better target our content to our audience. We never share any of this information about specific individuals with any third party.

Children

Consistent with the United State Federal Children's Online Privacy Protection Act of 1998 (COPPA), we will never knowingly request personally identifiable information from anyone under the age of 18.

Usage Tracking

ChargeDesk tracks user traffic patterns throughout all of our sites. However, we do not correlate this information with data about individual users. ChargeDesk does break down overall usage statistics according to a user's domain name, browser type, and MIME type by reading this information from the browser string (information contained in every user's browser).

ChargeDesk tracks detailed activity performed on our service by logged in users such as customer support agents. This information is available in report form for administrators of the business where the activity was tracked. This information may also be used in aggregate to determine which areas of our site are most used or to identify security risks. This helps us continue to build a better service for you.

Cookies

We may place a text file called a "cookie" in the browser files of your computer. The cookie itself does not contain Personal Information although it will enable us to relate your use of this site to information that you have specifically and knowingly provided. But the only personal information a cookie can contain is information you supply yourself. A cookie can't read data off your hard disk or read cookie files created by other sites. ChargeDesk uses cookies to track user traffic patterns (as described above). Our advertising system delivers a one-time cookie to better track ad impressions and click rates.

You can refuse cookies by turning them off in your browser. If you've set your browser to warn you before accepting cookies, you will receive the warning message with each cookie.

Use of Information

ChargeDesk provides reporting to businesses based on voluntary information provided by users. This enables businesses to quickly answer support requests, provide refunds and otherwise efficiently manage their customer's payments.

ChargeDesk uses any information voluntarily given by our users to enhance their experience in our network of sites, whether to provide interactive or personalized elements on the sites or to better prepare future content based on the interests of our users.

ChargeDesk only processes personal information in a way that is compatible with and relevant for the purpose for which it was collected or authorized. We allow our users to view their own personal information, and allow them to correct, amend, or delete inaccurate personal information, except where the burden or expense of providing such access is disproportionate to the individual privacy risk, or where the rights of persons other than the requesting individual risk being violated.

To help resolve support requests, if you have a ChargeDesk account, a limited number of ChargeDesk employees have access to view your account information on ChargeDesk. This access is tightly controlled and requires 2 factor authentication to access.

As stated above, we use information that users voluntarily provide in order to solve support requests, send out electronic newsletters and to enable customer support agents to manage payments. We send out newsletters to subscribers on a regular schedule (depending on the newsletter), and occasionally send out special editions when we think subscribers might be particularly interested in something we are doing. ChargeDesk never shares newsletter mailing lists with any third parties, including advertisers, sponsors or partners.

We may disclose information about any individual user to comply with applicable law or valid legal process or to protect the personal safety of our users or the public.

Sharing of Information

ChargeDesk acts as a communication portal for customers to contact business which use our service. Customers which provide information to ChargeDesk for the purpose resolving support requests will have this information forwarded onto the business they are a customer for.

ChargeDesk will not share any private information about individual users with any third party, except to comply with applicable law or valid legal process or to protect the personal safety of our users or the public.

Location

ChargeDesk stores your information securely on our servers located in the United States.

Security

ChargeDesk works with payment related data which is innately private in nature. As such keeping any information you provide to ChargeDesk secure is of upmost importance to us. Any information transmitted between yourself and ChargeDesk will be encrypted during transit. Critical information stored on our servers such as payment gateway and helpdesk access tokens will always be stored in an encrypted form.

As a rule, ChargeDesk never stores or even transmits customer's full account details such as credit card and CVC numbers. All information is transmitted directly to the payment gateways we work with. Only tokenized references to this information and meta-data (such as the last 4 digits of account numbers) are transmitted and recorded by our servers.

We take all reasonable steps to protect data we receive from loss, misuse or unauthorized access, disclosure, alteration and/or destruction. We’ve put in place appropriate physical and electronic procedures to safeguard and secure such data.

ChargeDesk operates secure data networks protected by industry standard firewall and password protection systems. Our security and privacy policies are periodically reviewed and enhanced as necessary and only authorized individuals have access to the information provided by our customers.

Further details of our security protection can be found at https://chargedesk.com/security

Opt-Out Policy

We give users options wherever necessary and practical. Such choices include:

- Opting not to participate in certain interactive areas, which completely alleviates the need to gather any personally identifiable information from our users

- Opting not to register to receive our electronic and similar communications.

- If you have an account with ChargeDesk, you can contact us at contact@chargedesk.com at any time to have all of your account information permanently removed from our servers.

- If you are a customer of one of our clients and wish to have your data removed from ChargeDesk, you may contact ChargeDesk and we will forward your request to the client. ChargeDesk offers functionality to allow clients to delete such data from our service.

Your Consent

By using this site, you consent to the collection and use of this information by ChargeDesk. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it.

Contact Details

If you have any questions about this Policy, would like to update Personal Information stored by ChargeDesk, or would like to make a complaint, please email privacy@chargedesk.com.

You may also send mail your query or complaint to;
ChargeDesk Pty Ltd
2 Celosia Place
Sydney, NSW 2232
Australia