1. Introduction
SYNQ.EI LTD ("SYNQ", "we", "us", or "our") is committed to protecting the privacy and security of personal data. This Privacy Statement explains how we collect, use, store, and protect information when you use our Experience Intelligence platform ("SYNQ Platform" or "Services").
We are the data controller for the personal data we process, unless otherwise stated. This Privacy Statement applies to all users of our Services, including clients, their customers, and visitors to our website.
2. Information We Collect
2.1 Information Collected from Clients
When organisations engage with SYNQ, we collect:
- Account Information: Company name, contact details, billing information, and authorised user credentials
- Configuration Data: Location details, operational parameters, and integration preferences
- Usage Data: Platform interaction logs, feature utilisation metrics, and system performance data
2.2 Information Collected Through Our Platform
Depending on the deployment environment (hospitality, healthcare, performance gym), we may process:
- Operational Data: Booking information, occupancy levels, resource utilisation, and service requests
- Environmental Data: IoT sensor data including temperature, air quality, noise levels, and occupancy patterns
- Biometric Data (Performance Gym environments only, with explicit consent): Heart rate variability, activity levels, and wellness metrics
- Interaction Data: Feedback, service ratings, and communication preferences
- Inference Data: Predictive analytics, friction forecasts, and operational insights generated by our AI systems
2.3 Information Collected Automatically
- Technical Data: IP addresses, browser types, device identifiers, and system logs
- Analytics Data: Page views, session duration, feature interactions, and error reports
3. How We Use Information
3.1 Service Delivery
- Providing and maintaining the SYNQ Platform
- Generating predictive insights and operational recommendations
- Detecting and preventing service friction points
- Orchestrating experience improvements
3.2 Platform Optimisation
- Training and improving our AI agents
- Developing new features and capabilities
- Analysing platform performance and reliability
4. Legal Basis for Processing
- Contract Performance: Processing necessary to deliver services to our clients
- Legitimate Interests: Improving our platform, preventing fraud, and ensuring security
- Consent: Where explicitly provided, particularly for biometric data processing
- Legal Obligations: Compliance with applicable laws and regulations
5. Data Sharing and Disclosure
We may share data with trusted service providers who assist in cloud infrastructure hosting, analytics and monitoring services, payment processing, and customer support tools. All third-party providers are contractually obligated to protect data and use it only for specified purposes.
6. Data Security
- Encryption: Data in transit (TLS/SSL) and at rest (AES-256)
- Access Controls: Role-based access, multi-factor authentication, and least-privilege principles
- Monitoring: Continuous security monitoring, intrusion detection, and incident response
- Data Isolation: Multi-tenant architecture with strict data segregation
7. Data Retention
- Client Account Data: Duration of the client relationship plus 7 years for legal/tax purposes
- Operational Data: As specified in client agreements, typically 12–24 months
- Analytics Data: Aggregated and anonymised data may be retained indefinitely for research purposes
- Logs and Technical Data: 90 days unless required for security investigations
8. Your Rights
Depending on your jurisdiction, you may have the right to access your personal data, receive a copy in a machine-readable format, correct inaccurate data, request deletion, restrict processing, object to processing based on legitimate interests, withdraw consent, and lodge a complaint with your local data protection authority.
To exercise these rights, contact us at privacy@synq-ei.com.
9. International Data Transfers
SYNQ operates globally and may transfer data across borders. When transferring data outside the European Economic Area (EEA) or UK, we ensure appropriate safeguards are in place, including Standard Contractual Clauses (SCCs) approved by the European Commission.
10. AI and Automated Decision-Making
SYNQ uses AI agents to generate predictive insights and operational recommendations. While our platform provides decision support, final decisions regarding service delivery, resource allocation, and customer interactions remain with our clients and their human operators.
11. Contact Us
SYNQ.EI LTD
Company Number: 16893187 (Registered in England and Wales)
Email: privacy@synq-ei.com