1. Who is responsible for your information?
Clientovo provides managed onboarding for agencies. For website enquiries, account administration and billing, we decide how information is used. Contact us at contact@clientovo.com with privacy questions or requests.
For an agency’s client onboarding, the agency normally decides what information to collect and why, and Clientovo handles it on the agency’s instructions. The agency’s own privacy notice also applies. If you are completing a client form, you can contact your agency about its requirements; we can help direct a privacy request to the appropriate agency.
2. What we collect and why
Enquiries: your name, work email, agency name, website and expected onboarding volume, plus information you choose to send. We use these to respond and arrange setup calls.
Accounts: agency and staff contact details, authentication information, profile settings and templates. These let us provide portal access and administer the service.
Onboarding: client names, contact details, questionnaire answers, uploaded files, progress and correspondence. We use these to collect requested information, follow up and prepare the agency’s handover pack.
Billing: payment-provider references, subscription status and credit records. Stripe processes card details through its checkout; Clientovo does not store full card numbers.
Activity and security: technical logs, relevant account actions and onboarding-link opening records. These support troubleshooting, access controls and the agency’s progress view. An opening record does not prove who opened a link.
Please collect only what is necessary for the project. Use an appropriate account-access invitation instead of submitting passwords, payment-card details or authentication codes in an onboarding answer.
3. Our reasons for using information
For our own account, enquiry and billing activities, we use information to deliver our agreement with you or take steps you request before an agreement; for legitimate interests in responding to business enquiries, administering and protecting the service; and to meet applicable legal obligations, such as recordkeeping. Where a separate use requires consent, we will ask for it separately. For client onboarding information, the agency is responsible for identifying its lawful basis.
4. Who receives information?
We do not sell personal information. Information is available to authorised Clientovo staff who need it to perform the service, the relevant agency, and providers supporting the service:
- GitHub Pages
- Hosts the public website.
- Formspree
- Processes website setup-call form submissions.
- Vercel
- Hosts the portal application.
- Supabase
- Supports authentication, the database and private file storage.
- Resend
- Sends service emails, including onboarding invitations and handovers.
- Stripe
- Processes payments and subscriptions.
- Have I Been Pwned (Pwned Passwords)
- Helps reject new passwords found in known data breaches. The portal sends only the first five characters of a password hash to request a list for comparison on our server. It does not send your password, its complete hash, your email address or your account details to this service.
Information may also be disclosed when required by law. Providers’ processing locations depend on their service and configuration and may include countries outside the UK. Contact us for current provider and location information.
5. Handover packs and email
After our team reviews and approves the onboarding, we email the agency a notification linking to the handover in its authenticated portal. Authorised agency users can view the answers and download the report and uploaded files. Agencies must keep downloaded copies secure and share them only with appropriate recipients. Downloaded copies cannot be revoked through the portal and are subject to the recipient’s own handling and retention.
6. How we protect information
Account access: agency access is restricted to that agency’s records. Staff access is restricted to authorised team accounts, with an authenticator verification step required by the staff application.
Private storage: uploaded client files are stored privately. Downloads require an access check and use short-lived file links.
Secure connections: the website and portals use HTTPS. The portal uses protected session cookies and browser security controls.
Upload checks: file-type and content checks, file limits and image processing reduce unsafe or unsuitable uploads. These checks are not a complete malware scan. Dedicated antivirus scanning is not currently connected.
Abuse prevention: the application limits repeated requests on sensitive actions and records relevant administrative actions for accountability.
7. Client onboarding links
End clients use a private link rather than a portal account. Anyone who has a valid link can access that onboarding form, including answers already submitted. Keep links private and do not forward them to unintended recipients. Links expire after 30 days and staff can replace or revoke them. Delivered onboardings are closed to client-form access.
No online service can guarantee absolute security. If a link or account may have been compromised, or you notice a security issue, email contact@clientovo.com promptly. Do not include passwords, secret keys or unnecessary client information in your report.
8. Retention, account closure and deletion
We retain active account details, templates and onboarding records while they are needed to provide the service. Completed onboarding packs are kept for 12 months after handover. We email the agency’s primary contact at least 30 days before deleting the live pack; if the warning is sent late, we allow the full 30-day period before deletion. Verified earlier deletion requests are handled separately. A specific documented retention hold may delay deletion. Agencies should download any copies they need before expiry. An expired or replaced onboarding link does not delete the underlying records.
Closing an account or requesting deletion
Email contact@clientovo.com to request account closure or deletion. We verify the requester’s authority, confirm the affected records and files, and explain any information that needs to be kept for a specific legal, billing, dispute or security reason. End clients may also contact their agency, which normally controls their onboarding information. We respond to privacy requests without undue delay and normally within one month, subject to applicable verification and extension rules.
Archiving an agency is not deletion
It hides the agency from the staff’s default list while preserving its records. Removing a colleague’s access or cancelling a subscription also does not erase the agency’s onboarding information. Account closure and a full erasure request are handled by our team; they are not performed automatically by an archive button.
Deleting a job removes its live questionnaire answers and original client request. Uploaded files require a separate storage-removal step. A storage failure can delay physical file removal; we must check outstanding file cleanup before confirming erasure is complete. Removing a reference to a file from an answer alone does not prove that all copies have been erased. Previously issued short-lived file links may remain usable until they expire.
Backup copies and recovery
We currently manage encrypted recovery backups manually. The backup schedule, expiry and checks of separate copies are being formalised; they are not yet automatically scheduled and verified. Deleting information from the live portal does not rewrite existing encrypted backups or copies on removable drives.
When completing a valid erasure request, we must identify affected backup copies, record how long any residual data will remain, and erase those copies or restrict the information to recovery use only until it is removed. We explain any remaining backup retention in our response. If a backup is restored, the recorded deletions must be reapplied before restored data is returned to normal service. We do not promise immediate erasure from every backup.
Copies downloaded by an agency, email correspondence and payment-provider records are separate from the live portal. Agencies are responsible for their downloaded copies. We review relevant service-provider records when handling a request, and retain only information we have an appropriate reason to keep. Ask us for the applicable retention period for your records; we do not currently operate one fixed automatic deletion period across every system.
9. Cookies and technical information
The portals use session cookies needed to sign you in and maintain access. Our hosting and service providers may process technical information such as IP addresses and request logs to operate and protect their services. Blocking necessary cookies may prevent sign-in from working.
10. Your privacy rights
Depending on the circumstances and applicable law, you may request access, correction, deletion, restricted use or a portable copy of your information. Where processing relies on consent, you can withdraw that consent without affecting earlier lawful processing.
Your right to object
You may object to processing based on legitimate interests, depending on your circumstances, and to the use of your information for direct marketing.
Email contact@clientovo.com to make a request. We may need to verify your identity and, for an agency’s client information, refer the request to that agency. These rights are subject to applicable conditions and exceptions.
You can also raise a concern with the UK Information Commissioner’s Office at ico.org.uk/make-a-complaint/.
11. Changes to this notice
We will update this page when our information handling or security arrangements change. The date above shows the latest revision. Where required, we will bring material changes to your attention.