Privacy Policy

1. Introduction

MyCustomsInfo® is a platform operated by CustomsPlus Limited, registered in England and Wales, company number 12327750. Registered office: Cholmondeley House, Dee Hills Park, Chester, CH3 5AR. For data protection purposes the controller is CustomsPlus Limited. MyCustomsInfo® is a registered trade mark, UK00003864881.

We ("we," "our," or "us" in this policy refers to CustomsPlus Limited trading as MyCustomsInfo®) are committed to protecting your privacy and the security of your information. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you use our customs compliance platform and services.

This policy applies to information we collect through our website, platform, and services (collectively, the "Services"). By using our Services, you consent to the data practices described in this policy.

2. Information We Collect

2.1 Information You Provide

We collect information you provide directly to us, including:

• Account information (name, email, company name, job title)
• Contact information (phone number, business address)
• Payment information (credit card details, billing address)
• Customs declaration data you upload for auditing
• Communications with our support team
• Feedback, survey responses, and testimonials

2.2 Automatically Collected Information

When you use our Services, we automatically collect certain information:

• Device information (IP address, browser type, operating system)
• Usage data (pages viewed, features used, time spent)
• Log data (access times, error logs, referral URLs)
• Cookies and similar tracking technologies

2.3 Information from Third Parties

We may receive information about you from third parties, such as customs databases, regulatory authorities (for verification purposes), payment processors, and analytics providers.

3. How We Use Your Information

We use the information we collect to:

• Provide, maintain, and improve our Services
• Process customs declaration audits and generate reports
• Validate findings with licensed customs professionals
• Process payments and manage billing
• Communicate with you about Services, updates, and support
• Send you marketing communications (with your consent)
• Analyse usage patterns and improve user experience
• Detect, prevent, and address fraud and security issues
• Comply with legal obligations and enforce our Terms

4. Data Security and Storage

We implement industry-standard security measures to protect your information:

• 256-bit AES encryption for data at rest
• TLS/SSL encryption for data in transit
• Access controls and authentication requirements
• Employee training on data protection practices
• Secure data centers with physical access controls
• Regular backups and disaster recovery procedures

4.1 Where your data is held

We host across multiple regions. The region holding your data is selected to meet your own requirements and the data governance rules that apply in your country or region. The specific region for your tenant is stated in your Data Processing Agreement.

5. Information Sharing and Disclosure

We do not sell your personal information. We may share your information in the following circumstances:

• With your consent: When you explicitly authorise us to share information
• Sub-processors: Third parties who perform services on our behalf. The full list, and which parties are not sub-processors of client customs data, is set out on our Sub-processors page.
• Business transfers: In connection with mergers, acquisitions, or asset sales
• Legal requirements: When required by law or to protect our rights

6. Your Rights and Choices

Depending on your location, you may have certain rights regarding your personal information:

• Access: Request access to your personal information
• Correction: Request correction of inaccurate information
• Deletion: Request deletion of your information
• Portability: Request a copy of your information in a portable format
• Objection: Object to certain processing of your information
• Restriction: Request restriction of processing
• Withdrawal of consent: Withdraw consent for marketing communications

To exercise these rights, please contact us at [email protected]. We will respond to your request within one month as required by applicable law.

7. GDPR Compliance

For users in the European Economic Area (EEA) and UK, we comply with the General Data Protection Regulation (GDPR) and UK GDPR. EU/UK customer data is stored in data centers located within the EU or UK respectively, ensuring compliance with data residency requirements.

Legal basis for processing: We process your information based on:

• Contractual necessity (to provide Services you've requested)
• Legitimate interests (improving Services, security)
• Legal obligations (compliance with laws and regulations)
• Consent (for marketing communications)

8. Data Retention

We retain your information for as long as necessary to provide Services and fulfil the purposes described in this policy, unless a longer retention period is required by law.

We hold your customs declaration data for the term of your contract and delete it at the end, backups included. We recommend you export before your contract ends, and you can export at any time.

9. Cookies and Tracking Technologies

We use cookies and similar technologies to:

• Remember your preferences and settings
• Understand how you use our Services
• Improve performance and user experience
• Provide personalised content

You can control cookies through your browser settings. However, disabling cookies may limit your ability to use certain features of our Services.

10. International Data Transfers

Most client data does not leave the region in which it is held. The region holding your data is selected to meet your requirements and the data governance rules that apply in your country or region, and is stated in your Data Processing Agreement.

Where a transfer to the United States is necessary, we rely on the UK Extension to the EU–US Data Privacy Framework where the recipient holds active certification covering the relevant category of data, and we check that status periodically. Where a recipient is not certified, we put appropriate safeguards in place using the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses, supported by a transfer risk assessment.

11. Children's Privacy

Our Services are not directed to individuals under 18 years of age. We do not knowingly collect personal information from children. If you become aware that a child has provided us with personal information, please contact us immediately.

12. AI-Assisted Processing

Our portal includes AI-powered tools that help you navigate customs compliance queries. When you use these tools, the following applies:

• What is processed: The text of your queries and any contextual information you provide during the conversation.
• Purpose: To generate AI-assisted compliance findings for your review. All outputs are clearly labelled as AI-generated and require human verification before action.
• Lawful basis: Legitimate interests (Article 6(1)(f) UK GDPR) — providing the AI-assisted service you have chosen to use, and improving the quality of our compliance tools.
• Automated decision-making: The AI does not make decisions that produce legal or similarly significant effects on you. Findings are presented for your review and are subject to human oversight at every stage.
• Retention: Conversation data is retained in accordance with section 5 above. You may request deletion at any time.

For full details on how our AI tools operate and the safeguards in place, see our Compliance Statement.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of material changes by posting the new policy on our website and updating the "Last updated" date.

We encourage you to review this Privacy Policy periodically. Your continued use of the Services after changes become effective constitutes acceptance of the revised policy.

14. Contact Us

If you have questions or concerns about this Privacy Policy or our data practices, please contact us: