ManageMyStable customer privacy notice

Contact details

The data controller for the personal information described in this notice is ManageMyStable Limited, a company registered in England & Wales under company number 17375835.

Controller	ManageMyStable Limited
Company number	17375835 (England & Wales)
Registered office	128 City Road, London, EC1V 2NX, United Kingdom
Email	privacy@managemystable.com

What information we collect, use, and why

We collect or use the following information to provide services and goods, including delivery:

• Names and contact details
• Purchase or account history
• Health and safety information
• Account information
• Website and app usage information (including user journeys, cookie tracking and, where you have consented to analytics, recordings of your session within the app)
• Photographs or video recordings
• Information relating to compliments or complaints

We collect or use the following information for the operation of customer accounts and guarantees:

• Names and contact details
• Account information, including registration details
• Information used for security purposes
• Marketing preferences

We collect or use the following information for service updates or marketing purposes:

• Names and contact details
• Addresses
• Marketing preferences
• IP addresses
• Website and app user journey information
• Records of consent, where appropriate

We collect or use the following personal information for dealing with queries, complaints or claims:

• Names and contact details
• Account information
• Customer or client accounts and records
• Correspondence

Lawful bases and data protection rights

Under UK data protection law, we must have a "lawful basis" for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO's website.

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO's website:

• Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.
• Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.
• Your right to erasure - You have the right to ask us to delete your personal information. Read more about the right to erasure.
• Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.
• Your right to object to processing - You have the right to object to the processing of your personal data. Read more about the right to object to processing.
• Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.
• Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide services and goods are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legitimate interests – we're collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

  We have a legitimate interest in collecting and using certain personal information to provide, maintain, and secure our service beyond what is strictly required to fulfil the contract. Specifically: Security and fraud prevention: we collect IP addresses and request metadata through our cloud infrastructure (AWS CloudFront and API Gateway) to detect and prevent unauthorised access, abuse, and security threats. This protects both our users and our platform. The risk to individuals is low as this data is not used for profiling and is subject to standard AWS data retention policies. Service reliability and improvement: we process usage and session data to monitor application performance, diagnose errors, and improve the reliability of the service. Users benefit directly from a more stable and performant product. This data is processed at an aggregate or pseudonymous level wherever possible. Website analytics: we collect basic visitor information on our marketing website to understand how people find and use our site, enabling us to improve it. We balance this against user privacy by minimising what we collect and providing clear cookie controls. In each case, we have considered whether these purposes could reasonably be achieved without processing personal data, or with less data, and we are satisfied that our legitimate interests are not overridden by individuals' rights and freedoms. Users retain the right to object to processing based on legitimate interests at any time.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:

• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legitimate interests – we're collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

  We have a legitimate interest in collecting and maintaining certain account-related information beyond what is strictly necessary to perform our contract with you. Specifically: Account security: we store multi-factor authentication (MFA) settings and security preferences to protect your account from unauthorised access. This directly benefits you by reducing the risk of your stable management data being accessed or tampered with by third parties. The privacy impact is minimal as this data is used solely for securing your account and is not shared or used for any other purpose. Account integrity and audit trail: we maintain timestamps and records of when your account and profile data was created and last modified. This enables us to resolve disputes, investigate reported issues, and maintain the accuracy of your account records. The benefit of maintaining a trustworthy and accurate service outweighs the minimal privacy impact of retaining this metadata. We have carefully considered whether these purposes could be achieved with less data or without processing personal information, and are satisfied that our legitimate interests do not override your rights and freedoms. You have the right to object to processing carried out on this basis at any time by contacting us.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Legitimate interests – we're collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

  We have a legitimate interest in sending you service-related communications that are necessary to keep you informed about the platform you are actively using. Specifically: Service announcements: we use your email address to notify you of planned maintenance, service interruptions, and significant new features. You have a reasonable expectation of receiving this information as a paying subscriber, and withholding it could leave you unable to plan your stable management activities effectively. The benefit of keeping you informed about the service you rely on clearly outweighs the minimal privacy impact of using your email for this purpose. Operational notifications: we use your contact details (email, SMS, and WhatsApp where you have provided them) to deliver notifications directly tied to your use of the platform, such as calendar reminders, task deadlines, and horse health alerts. These notifications are a core part of the service you have signed up for and are reasonably expected. Users retain full control over which notification types and channels are active, and can adjust or disable them at any time from their profile settings. We have considered whether these purposes could be achieved without processing personal data and are satisfied they cannot. We do not use your information for these purposes in ways that are unexpected or that conflict with your interests. You have the right to object to processing on this basis at any time, and operational notifications can be disabled via your notification preferences without affecting your access to the service.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legitimate interests – we're collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

  We have a legitimate interest in retaining and using personal information in connection with handling queries, complaints, and claims about our service. Specifically: Quality assurance and service improvement: we retain records of support interactions and complaints, along with relevant account information, to ensure issues are resolved consistently and to identify recurring problems that may indicate a wider service deficiency. This directly benefits all users by enabling us to maintain and improve the quality of the platform. Defending and establishing legal claims: in the event of a dispute or claim, we have a legitimate interest in retaining sufficient records to investigate the matter thoroughly and respond accurately. This protects both parties by ensuring any resolution is based on accurate information rather than incomplete recollection. In both cases, users would reasonably expect their complaint or query to be recorded and that we would retain relevant information for a proportionate period in order to resolve it properly. We only retain information for as long as is necessary for these purposes and do not use it for any unrelated purpose. The privacy impact is low: the information used is limited to what was already collected in the course of providing the service, and is not shared beyond those directly involved in resolving the matter. We are satisfied that our legitimate interests do not override the rights and freedoms of the individuals concerned. You have the right to object to processing on this basis at any time by contacting us.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Where we get personal information from

• Directly from you
• Suppliers and service providers
• Third parties:

  We use AWS Cognito as our identity and authentication provider. When you create an account or sign in, AWS Cognito provides us with profile attributes associated with your identity, including your name, email address, phone number, and email or phone verification status. If you choose to sign in using a social identity provider (such as Google) connected through AWS Cognito, basic profile information such as your name, email address, and profile picture may be passed to us by that provider at the point of account creation. In all cases, the information received originates from data you have previously provided to those services.

How long we keep information

Website analytics data collected via Google Analytics 4 is retained for a period of 14 months before being automatically deleted from Analytics servers.

Session recordings captured via PostHog are deleted automatically after 90 days.

Product analytics event data collected via PostHog is retained by PostHog for up to 7 years under our current plan. This period is set by PostHog rather than chosen by us. You can ask us to delete the analytics data held against your account at any time, and we will do so — see your right to erasure above.

If you ask us to delete your personal information, that request extends to our analytics providers: we delete the data held against your account identifier in both Google Analytics and PostHog, including any session recordings, as well as the records held in our own systems.

For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided above.

Who we share information with

Data processors

Others we share personal information with

• Professional or legal advisors
• Relevant regulatory authorities

Sharing information outside the UK

Where necessary, we will transfer personal information outside of the UK. When doing so, we comply with the UK GDPR, making sure appropriate safeguards are in place.

How to complain

If you have any concerns about our use of your personal information, you can make a data protection complaint to us:

• Online: https://managemystable.com/privacy
• Email: privacy@managemystable.com

You can view our data protection complaints procedure at this link: https://managemystable.com/privacy#complaints-procedure

If you remain unhappy with how we've used your data after raising a complaint with us, you can also complain to the ICO.

The ICO's address:

Information Commissioner's Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Data protection complaints procedure

We take your privacy seriously and are committed to handling any concerns about how we use your personal information promptly and fairly.

How to make a complaint

You can submit a data protection complaint to us at any time by emailing privacy@managemystable.com. Please include your full name, the email address associated with your account, a clear description of your concern, and any relevant dates or details.

What happens next

• Acknowledgement: We will acknowledge receipt of your complaint within 5 working days.
• Investigation: We will investigate your complaint thoroughly and may contact you for further information if needed.
• Resolution: We aim to provide a full response within 30 days. If your complaint is complex and requires more time, we will let you know and keep you updated.

If you are not satisfied

If you are unhappy with our response, or if we have not responded within 30 days, you have the right to lodge a complaint with the UK's data protection authority:

• Information Commissioner's Office (ICO)
• Website: ico.org.uk/make-a-complaint
• Telephone: 0303 123 1113