Last updated 28 September 2026

Privacy policy

We only collect the information we need, we look after it carefully, and we never sell it. Here's exactly what we collect, why, and the choices you have. If you have any questions, just ask.

The short version

Only what we needWe collect the details needed to reply to you and deliver our services.
Never soldWe never sell, rent or trade your personal information.
No newslettersWe don't send marketing newsletters or add you to mailing lists.
You are in controlAsk to see, correct or delete your information at any time by emailing us.

This summary is for convenience. The full policy below applies.

1Who we are

This privacy policy explains how 99social collects, uses and protects personal information. In this policy, "we", "us" and "our" mean 99social.

We are the data controller for the personal information described in this policy. If you have any questions, email us at [email protected] with the subject line "Privacy".

We are based in County Durham, England.

2What this policy covers

This policy applies to people who visit our website, send us an enquiry, sign up to our services, or work with us as a client.

When we handle personal information on behalf of our clients, for example when replying to comments on a client's social media, our client is responsible for that information and we act on their instructions. Section 10 explains more.

3Information we collect

Depending on how you interact with us, we may collect:

  • Enquiries: your name, email address and the details in your message
  • Sign-ups: your name, email address, company name, chosen plan and networks, and information about your business, brand and audience
  • Clients: contact details, billing details, account access you share with us, and any content, images or information you send us
  • Communications: emails, WhatsApp messages and notes from calls with our team
  • Website usage: information about how you use our website, collected through cookies where you have given consent

Payments are handled by GoCardless. We do not see or store your full bank details.

4How and why we use it

We only use your information where we have a lawful reason to do so:

  • Replying to your enquiry, because you have asked us to, and it is in our legitimate interests to respond
  • Setting up and delivering our services, because it is necessary for our contract with you
  • Taking payments and keeping financial records, because it is necessary for our contract and to meet our legal obligations
  • Sending you important updates about your account, our services or our terms, because it is necessary for our contract or in our legitimate interests
  • Protecting our website from spam and misuse, because it is in our legitimate interests
  • Understanding how our website is used, through analytics cookies, only where you have given consent

You can withdraw your consent at any time. This does not affect anything we did before you withdrew it.

5Marketing

We do not send marketing newsletters, and we will never sell, rent or trade your personal information.

If you are a client, we may email you about your account, your plan or relevant 99social services. You can ask us to stop at any time.

6Who we share it with

We only share your information with trusted providers who help us run our business and deliver our services, including:

  • GoCardless, to take Direct Debit payments
  • Buffer and Vista Social, to schedule, publish and manage social media content
  • Dropbox, to store and share files, photos and videos
  • WhatsApp, for support on our Standard and Pro plans
  • Google, for website analytics (with your consent) and reCAPTCHA spam protection
  • Our website hosting, security and email providers, to run our website, store form submissions and handle our emails

These providers only use your information to provide their service to us. We may also share information where the law requires it, or with professional advisers such as our accountants.

7International transfers

Some of the providers we use are based outside the UK, including in the United States. Where your information is transferred outside the UK, we make sure appropriate safeguards are in place, such as UK adequacy regulations, the UK International Data Transfer Agreement or the UK addendum to standard contractual clauses.

8How long we keep it

We only keep personal information for as long as we need it:

  • Enquiries that don't lead to working together: up to twelve (12) months
  • Client records, including contracts and invoices: for as long as you are a client, then six (6) years to meet accounting and legal requirements
  • Files and assets you send us: for as long as we work together, and then deleted within a reasonable period
  • Analytics data: in line with our cookie settings and Google's retention settings

When information is no longer needed, we delete it securely.

9How we keep it secure

We take appropriate technical and organisational steps to protect your information, including secure passwords, two-factor authentication where available, and limiting access to the people who need it.

If you share account passwords with us, please use a secure password-sharing tool rather than sending them in a normal email or message.

10Information we handle for our clients

When we manage social media, advertising or websites for our clients, we may see personal information belonging to their customers and followers, such as names, usernames, comments and messages.

In these cases, our client is the data controller and we are the data processor. We only use this information to provide our services, on our client's instructions.

If you have a question about how a business we work with uses your information, please contact that business directly. Our clients can find more detail in the data processing schedule in our client terms.

11Cookies

Our website uses cookies. Essential cookies help the website work properly and are always on. Other cookies, such as analytics, are only used if you give your consent through our cookie banner.

You can change your choices at any time using the "Manage consent" button on our website. You can also block cookies in your browser settings, although some parts of the website may not work as expected.

For full details, please see our cookie policy.

12Your rights

Under UK data protection law, you have the right to:

  • ask for a copy of the personal information we hold about you
  • ask us to correct information that is wrong or incomplete
  • ask us to delete your information
  • ask us to restrict or stop using your information
  • object to us using your information where we rely on legitimate interests
  • ask us to transfer your information to another organisation
  • withdraw your consent at any time, where we rely on consent

To use any of these rights, email [email protected]. We will respond within one month, and there is usually no charge. We may need to confirm your identity first.

Some rights have limits. For example, we may need to keep certain records for legal or accounting reasons.

13Complaints

If you are unhappy with how we have handled your information, please contact us first at [email protected] and we will do our best to put things right.

You also have the right to complain to the Information Commissioner's Office (ICO), the UK's data protection regulator. You can contact them at ico.org.uk or on 0303 123 1113.

15Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated. If we make significant changes that affect our clients, we will let them know.