How your data is protected and used by IMsupporting

Updated: 11/09/2025

How we use your information

This privacy notice tells you what to expect when IMsupporting LTD (UK Based Business) collects and processes your personal identifiable information.
This notice will cover general data protection information and GDPR/UK Data Protection Act related information.

It applies to information we collect about:

• Visitors to our website(s)

• People who contact us via various methods

• People who use our live chat platform

Visitors to our website

When someone visits www.IMsupporting.com or one of our websites we use third-party services such as Google Analytics to collect standard internet log information and details of visitor behavior patterns.
We do this to understand things such as the number of visitors to the various parts of the site. This information is only processed in a way which does not identify anyone. We do not make, and do not allow Google to make, any attempt to identify visitors to our website.

If we do want to collect personally identifiable information through our website, we will be clear about this (e.g., when starting a live chat or registering for an account).

For information related to the use of cookies on our platform, please see our cookie policy.

Your IP information is also gathered when you visit our website and/or use our chat platform. This information is not personally identifiable.

People who use our live chat platform

When someone uses our live chat platform we gather basic information about the end user automatically via their IP address.
Personally identifiable information (e.g., name and email address) may be requested at the start of a chat. This is optional and not required to use our platform.

You may use anonymous or temporary details if you prefer.

When using the system via a third-party website not controlled by IMsupporting, your data may be used differently and you should consult with the respective website’s privacy policy.

If you provide your email address at the start of a chat, it will also be used to send you a copy of your chat transcript. If you do not provide contact details, we cannot send you a transcript and will be unable to retrieve it later as we have no way of identifying it.

Use of Data for Analytics and AI

In addition to the above, IMsupporting may use data stored on our platform for analytics and reporting purposes to improve our services.

We also provide optional AI-powered features (for example, generating reports or insights). When these features are used, anonymized or pseudonymized data may be processed by trusted AI models (such as Google Gemini or OpenAI GPT).

• Personal data, or identifiable information is sent to AI systems unless explicitly required for the feature you are using and only after you are clearly notified.

• At times, chat content may also be used within AI models to support sentiment, summarisation and reporting.

• Any data processed by AI features is handled securely and in compliance with UK GDPR.

• AI processing is used only to generate insights and improvements for you and your organization, and never for advertising or resale.

People who contact us via social media

All information shared with us via social media is stored and retained by the respective social media platform (e.g., Facebook, Twitter/X). Please refer to those platforms’ privacy policies for more information.

People who call us

Details provided to us over the phone may be stored to assist with your query. Sometimes these details may be placed into emails or support tickets for further communication.

Your information will be retained for communication evidence and never shared with third parties, except as required by law (e.g., law enforcement).

People who email us

Your emails are stored for historical communication evidence for up to two years.
Depending on the request, your information may also be stored in our support system to assist with your query.

Your details are never shared with third parties, except as required by law.

Your Rights

Under UK GDPR and the Data Protection Act 2018, you have rights as an individual in relation to the information we hold about you.

You can read more about these rights here: ICO guidance

Access to personal information

IMsupporting LTD is committed to transparency. You may request a copy of any personal information we hold about you by making a subject access request to dataprotection@imsupporting.com.

To process this, we require proof of identity.

Disclosure of personal information

Your personal information is never sold or used for targeted advertising. It is only disclosed where required by law (e.g., law enforcement requests).

Data Retention

• Personally identifiable data (name, email, chat transcript) is retained for up to 12 months, unless deleted earlier at your request.

• After 12 months, transcripts and identifiers are permanently deleted.

• Anonymized metadata (e.g., statistical information about chat activity) may be retained indefinitely for reporting and analytics. We may also retain redacted email addresses after 12 months.

• Financial information relating to purchases is retained as required by HMRC and cannot be deleted due to legal obligations.

We do not store credit card information. Purchases are processed via various UK Banking platforms, Stripe or PayPal, and you should refer to their policies for details on payment data.

Links to other websites

This privacy notice does not cover the links withing this site linking to other websites. We encourage you to read the privacy statements on the other websites you visit.

How to contact us

Please visit our contact page HERE