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Privacy Policy Service Agreement Author Privacy Statement Vulnerability Disclosure Policy
Updated: Sep 18, 2018

Privacy Policy

General Privacy Policy for using Lucidya products, softwares and applications.

This privacy policy describes how Lucidya (“we”, “us”, “our”) collects, uses, and shares Personal Information of users of our Website and Services. This privacy policy applies to all users of our Website and Services. We recommend that you regularly review this policy to stay informed about any updates or modifications that might be done. We confirm that this policy is in compliance with Personal Data Protection Law in Saudi Arabia and its legislation.

This privacy policy pertains to the Personal Information collected by Lucidya during our relationship with you, including any type of use of our Websites and Services, as well as any other interactions such as subscription, account creation, login actions, and usage of our Products. While we are responsible for processing your Personal Information as the controller of this data, it’s important to note that this policy does not apply to Personal Information that Lucidya processes on behalf of our Customers. In these situations, our Customers are the ones who control the Personal Information they upload or store in our Products, as well as any Personal Information they may process from publicly available sources using Lucidya’s Services.

For more information on the Personal Information we may process at the Customer request, please refer to the section titled “Lucidya’s role as a service provider and processor” below.

1. Definitions.

The following definitions are provided to ensure clarity and consistency in the interpretation of this policy. These definitions are applicable throughout the policy and should be interpreted accordingly.

Customers– refers to a business or entity that has acquired Lucidya’s Products, maintained a client relationship with Lucidya, and granted permission for its users to access and operate on the Lucidya platform.

Data Providers– refers to the multiple social media networks, platforms, and websites that provide information.

Personal Information– refers to any data or information that could be used to identify an Individual, or an entity.

Services” or “Products”- refers to Lucidya Services, platforms, or solutions provided by us to our Customers (including demos and trials). Our Services from the Customer Experience Management Suite Products which are Social Listening, Channel Analytics, Surveys, or Audience (CDP).

We” “Us” “Our” or “Lucidya”– refers to Lucidya LLC. c/o Walkers Corporate Limited, Cayman Corporate Centre, 27 Hospital Road George Town, Grand Cayman KY1-9008, Cayman Islands.

Website– refers to and all web pages that are hosted by us and linked to our Website.

You” or “Your“- refer to the individual currently reading this statement, as well as their respective organization and any individual whose Personal Information is being processed.

2. Personal Information Gathered by Lucidya

This applies to all the engagements Customers go through in the lifecycle of using and interacting with our Services or Website. And based on those engagements the Personal Information collected are originally divided into one of the following:

Personal Information Based on Your Identity 

Customers and Website Visitors Information

We may collect information from various sources either provided by you or from our Services. For both Customers and Website Visitors, our Service may collect location information, IP addresses, and timestamps of your visits to our Website, as well as actions you perform while using our Services through Cookies and Other Tracking Technologies.

Customers Information

For Customers, this information may be extended to include, but is not limited to names, email addresses, phone numbers, city, postal/zip code, job titles, payment and billing information such as billing contacts and addresses. In addition, we may gather job-related information about the personnel responsible for maintaining the connection from your end, such as employer, role, and contact information. During the Customer acquisition process, we may also collect communication data, such as records of calls, meetings, and chats.

Third Party Information 

It is also possible to obtain information about you from third parties, individuals, organizations, or users. These sources may provide us with a variety of information, including the following:

  • A maintained resource, when authorizing Lucidya’s Products with social media accounts in order to provide proper Product support using information which you may consent Lucidya to manually access. Such as engagements, posts, messages or direct messages. Those information are processed adhering to the use policy of the Data Providers.

  • Lucidya’s carefully selected partners, or third party service providers who may provide us with contact information or commercial information. We periodically appoint digital marketing agents to conduct marketing activity on our behalf to support us with advertising functions.

  • A public source which may include public information posted on social media platforms, information provided by Data Providers’ websites, or other parties’ records that are publicly available. According to the terms and policies of the underlying sites, we may be able to obtain any information from any channel that is publicly available.

Note that: public available information chosen to be publicly visible by you, can be seen by any party.

For details on what Personal Information Lucidya may collect on behalf of our Customers, please review the section “Lucidya’s Role as a Service Provider and Processor,” below.

3. How Do We Use and Process Your Personal Information?

We use your Personal Information solely for the purpose of delivering our Services and provide you with the support you will need during your journey with Lucidya which may include creating accounts, managing accounts, responding to queries, supporting Customers, and other usage in any manner that helps you to get the full benefit from our Products.

We use technical information about Customers in order to tailor your experience with our Website; that information might be used to analyze trends, track your movements, and gather broad demographic information that assists us to deliver content that we think you might be interested in. We also use the technical information to enforce the terms of use for our Services, and to protect our intellectual property and/or rights of our partners. Our Website contains cookies and links to Data Providers’ sites, or maybe other third party sites. Lucidya is not responsible for the privacy practices or the content of those sites. We encourage you to review the privacy policy for such sites to better understand their practices. Below is a list of websites that could potentially be visited via our Website:

We also use contact information from our Customers and Website Visitors for marketing purposes to send you information about Lucidya, our affiliates and our Products and Services. The Customer explicitly agrees to use the financial/billing information to our Customers’ collect payment of our fees for the Services.

Additionally, We may aggregate multiple information from publicly available third party sources and use it to enhance your experience. We employ a range of processing methods, which can include both human-based and automated-based approaches, while carefully considering all legal obligations and potential errors.

4. Who has access to your Personal Information?

We do not sell, trade, or otherwise transfer to outside parties any Personal Information of either our Customers or Website Visitors. Excluded from this are trusted third parties who support us in the operation of our Website, solely for the purpose of facilitating the Customer’s business communication process and conditionally that they commit to maintaining the confidentiality of this information and use it for purposes related to their services for us. Furthermore, your Personal Information may be shared with your consent or authorization. If you are a Customer, we may share portions of your contact information and technical information with third party Data Provider partners, as required under the terms of our agreements with such providers.

Lucidya may also share your Personal Information if required to do so by law in the good faith belief that such action is necessary:

  1. To conform to the edicts of the law or comply with a legal process served on Lucidya;
  2. To protect and defend the rights,interests ,safety or property of Lucidya or others; or
  3. To assist, under exigent circumstances, in the investigation of violations of applicable laws and regulations.

It is possible that as we continue to develop our business, Lucidya might be acquired. In such a transaction of business, your information may be transferred to the acquiring entity.

The sharing of Personal Information is governed by a documented arrangement between Lucidya and the party responsible for processing the information on our behalf. This document includes controls that are in line with our internal data management policies. Alternatively, the party may possess a certification indicating their compliance with relevant data protection laws.

5. How do we store and protect your Personal Information?

We have in place industry standard security measures to protect against the loss, misuse or alteration of the Personal Information under our control, including through the use of physical, organizational, and technological measures and appropriate training of employees. At Lucidya, we fulfill our duty by implementing necessary precautions to safeguard against data loss or tampering by third parties. Conversely, it is the Customer’s responsibility to ensure the security of their data through measures such as employing virus screening software, configuring browser settings, setting strong and unique passwords known only to them, and utilizing other available security protocols to prevent interception by unidentified third parties.

Your Personal Information may be transferred, stored, or processed on multiple servers located in Saudi Arabia. As a consequence, your Personal Information isn’t accessed by any authority unless requested by law. By submitting your Personal Information or using our Services, you agree to this transference, storing or processing. If you reside in Saudi Arabia or under other countries’ jurisdictions that provide access rights under law, you may have the right to access your Personal Information, have it corrected, updated, or removed in accordance with applicable laws  (refer to the section “What Are Your Rights?” below.) by contacting us at the addresses set out in this Policy.

6. How Do We Erase Your Personal Information?

We are committed to protecting your privacy and will only retain your personal data for as long as necessary to fulfill the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements. This may include retaining your data to comply with applicable laws and regulations, resolve disputes, and enforce our agreements. Once the data is no longer necessary for these purposes, we will take reasonable steps to securely destroy or de-identify the data in accordance with applicable laws and regulations, to prevent unauthorized access, use, or disclosure. Our data destruction procedures will follow appropriate methods to ensure that your personal data is irretrievable and cannot be reconstructed.

7. What Are Your Rights?

You have the right to request to update, correct, delete, withdraw the processing consent (as applicable), as well as requesting a copy of the Personal Information that belongs to you according to applicable data protection laws, by contacting us at the addresses set out in this Policy. You can also opt out of receiving emails from our side by clicking on the unsubscribe link in any email we happen to send you and continue following the instructions.

In certain situations, we may request Personal Information in order to enhance your user experience or deliver more personalized content to you where you have the choice to not share or refuse. However, please note that declining to provide certain Personal Information may result in limited access to certain features on our Services. On the other hand, there are situations where Personal Information is necessary to grant access to specific features or additional Services you have requested. Should you choose not to furnish Personal Information or request its removal, kindly note that this may hinder our capacity to establish a connection with you or restrict your utilization of Lucidya’s Services and Products.

8. Use by Minors Prohibited

Lucidya’s Services are designed for and should only be used by individuals who are 18 years of age or older. We comply with the Children’s Online Privacy Protection Act, and therefore, registration or usage of our Services is not permitted for anyone under the age of 18. In the event that we become aware of any Personal Information belonging to a child being stored on our systems, we will take immediate appropriate action.

9. Cookies and Other Tracking Technologies

Cookies are small text files that are placed on your computer or device when you visit a website. Just as other technologies such as local storage, web beacons, and script, they are used to store information about your preferences, login status, and other user data. Our Website Cookies can be either first-party cookies, which are set by us, or third-party cookies, which are set by other services.

Our Website uses cookies to enhance your browsing experience and personalize content and advertisements. Specifically, we use cookies to:

  • Enable content based on your device or remembering your language preferences.
  • Remember your login information and preferences so that you don’t have to enter them every time you visit our Website.
  • Analyze how you interact with our Website and improve the user experience.

We use both first-party and third-party cookies on our Website, including cookies from Google Analytics, HubSpot, and other third-party services which are publicly viewable. These cookies may collect information such as your IP address, browser type, and browsing behavior.

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

By using our Website, you consent to the use of cookies as described in this policy. If you do not agree to the use of cookies, you should adjust your browser settings or reject when we ask the permission on our Website.

If you use multiple browsers on your device, you will need to update your cookie preferences on each browser.

10. Lucidya’s Role as a Service Provider and Processor

Having the full functionality of Lucidya’s Services Customers are allowed to perform the following:

  • Aggregating and analyzing publicly available information from social media platforms, blogs, or any other channels which may include Personal information.

  • Creating, sharing , or uploading Personal Information of their users or employees on the Products.

  • Integrating Lucidya’s Products with social media accounts and third party services in order to provide proper product support using publicly unavailable information which you may consent Lucidya to automatically access (no human interactions), such as messages and direct messages from trusted third party APIs, such as Google, Twitter and Facebook. Those information are processed adhering to the use policy of the Data Providers (refer to “Data Providers Requirements Adherence”).

  • Using Lucidya’s support channels and Services with Personal Information provided directly by you such in responding and managing support tickets, or answering queries.

Lucidya’s Customers are considered the controllers of the Personal Information in all of the aforementioned cases as they determine the purposes and methods for which your Personal Information is processed. Lucidya, on the other hand, acts as a service provider and processor to deliver the Products and support their purpose.It is the Customers responsibility to provide transparent policies to their customers and users; to ensure that they comply with the Saudi Personal Data Protection Law when processing Personal Information through our Services. Additionally, our Customers are obligated to comply with the terms of the Data Providers’ platforms or websites from which publicly available Personal Information is obtained, with regard to their use of such information.

The actions performed in processing the information in Lucidya are guided and regulated by the Subscription Agreement we have with our Customers. As a data subject and in case of requesting Personal Information, Lucidya will direct the request to its Customers. You may also refer to the privacy policies on the Data Providers’ platforms or websites that you tend to use in Lucidya Services.

11. Data Providers Requirements Adherence

Lucidya Products and Services usage and transference to any other app of information received from Google APIs will adhere to Google API Services User Data Policy, including the Limited Use requirements with respect to any information received from Google APIs. Our Services also comply with the Twitter Developer Agreement and Policy for any information received from Twitter APIs, and with the Facebook Platform Terms for any information received from Facebook APIs.

12. Updates to Our Privacy Policy

This Policy may undergo frequent updates. In cases where it is deemed appropriate or necessary by law, we will notify you of any changes to the Policy by posting a relevant notice on our Website. We strongly encourage you to periodically review this Policy in order to stay informed about our practices regarding the processing of Personal Information.

13. Contacting Lucidya

If you have any questions about this Privacy Policy or the practices of Lucidya, you can contact us at the postal address or email address listed below. Lucidya LLC.

c/o Walkers Corporate Limited, Cayman Corporate Centre, 27 Hospital Road George Town, Grand Cayman KY1-9008, Cayman Islands Email: [email protected]