1. Who we are and our role
BorderlessCX is a customer experience advisory company headquartered in the United States. We operate the Platform to run structured assessments, track findings and recommendations, and coordinate follow-up actions with our clients.
For information about the people who use the Platform (such as account details and usage data), we act as a data controller. For client records, assessment content and documents that a client organisation or its collaborators enter into their workspace, we act as a data processor on behalf of that organisation and handle the information under our services agreement with them.
2. Information we collect
We collect the following categories of information:
- Account information: your name, work email address, role and workspace membership, provided when an account is created or you accept an invitation.
- Workspace content: client and prospect records, assessment findings, observations, recommendations, action plans, comments, milestones and notes entered by users of the workspace.
- Documents: files uploaded to a client record, such as reports, spreadsheets and supporting evidence.
- Booking information: the meeting slot you select and the contact email you provide when booking through an invitation link.
- Payment records: the dates and status of payments recorded against an engagement. We do not collect or store card numbers or bank details on the Platform.
- Communications: emails we send you (for example invitations and booking confirmations) and messages you send to us.
- Technical information: IP address, browser and device type, pages visited, timestamps and error logs, collected automatically when you use the Platform.
3. How we use information
We use personal information to:
- Provide, operate and maintain the Platform, including authentication and workspace access.
- Deliver assessment services, action plans and meeting bookings to our clients.
- Send transactional emails such as invitations, confirmations and security notices.
- Monitor, secure and troubleshoot the Platform and prevent misuse.
- Comply with legal obligations and enforce our Terms of Service.
- Improve the Platform using aggregated or de-identified usage information.
Where the law of your country requires a legal basis for processing (for example in the United Kingdom or the European Economic Area), we rely on the performance of a contract, our legitimate interests in operating and securing the Platform, compliance with legal obligations and, where applicable, your consent. We do not use the Platform to send marketing communications.
5. International transfers
The Platform is hosted in the United States and our team may access it from other countries. If you use the Platform from outside the United States, your information will be transferred to and processed in the United States, where privacy laws may differ from those in your country. Where required, we use appropriate safeguards such as standard contractual clauses to protect information transferred internationally.
6. How long we keep information
We keep account information for as long as your account is active and for a reasonable period afterwards to resolve disputes and meet legal obligations. We keep workspace content and documents for the duration of our engagement with the relevant client organisation and in line with their instructions, after which the content is deleted or anonymised unless the law requires us to retain it. Technical logs are kept for a limited period for security and troubleshooting.
7. Security
We use technical and organisational measures designed to protect personal information, including encryption in transit, row-level access controls that restrict data to the workspaces and roles entitled to see it, private document storage and invitation-only access. No system is completely secure, and we cannot guarantee the absolute security of information. You are responsible for keeping your login credentials confidential and for notifying us promptly if you suspect unauthorised access to your account.
8. Your rights and choices
Depending on where you live, you may have the right to access, correct, delete or receive a copy of your personal information, to restrict or object to certain processing, and to withdraw consent where processing is based on consent. You will not be discriminated against for exercising these rights.
To exercise your rights, contact us using the details at the end of this policy. If your information was entered into the Platform by a client organisation, we may refer your request to that organisation or ask it to confirm your identity, because it controls how that information is used. If you are in the United Kingdom or the European Economic Area, you also have the right to lodge a complaint with your local data protection authority.
10. Children
The Platform is a business tool intended for adults acting on behalf of an organisation. It is not directed at anyone under 18, and we do not knowingly collect personal information from children. If you believe a child has provided us with personal information, please contact us so we can delete it.
11. Changes to this policy
We may update this Privacy Policy from time to time. When we do, we will change the date at the top of this page and, for material changes, notify workspace administrators by email or through the Platform. Your continued use of the Platform after a change takes effect means you accept the updated policy.
12. Contact us
If you have questions about this Privacy Policy or how we handle personal information, contact us at: