Privacy Policy

1. Data we collect

• Account data: name, email address, sign-in details, interface language and preferences.
• Workspace data: workspaces you own or belong to, members and invitations.
• Plan, credits and billing data: current plan and status; complimentary credit grants; credit-pack purchases, balances, usage, expiry dates, refunds, invoices and payment references; and subscription or add-on details if you later choose such an offer. Card details are handled by our payment provider and are not stored by us.
• Customer Content: uploaded files, text snippets, workspace, project and file descriptions, segments, translations, glossaries and dictionaries. One-off content is processed to return your result, not retained in projects or file storage.
• Usage data: translation runs, word, character and input/output token counts, credits used, AI model used, costs, accuracy results, audit records, IP address, browser and device information. One-off usage records do not contain the submitted snippet, file or translated output.
• Contact and support data: messages you send through the contact form or by email.

2. Why we use it and our lawful bases

• To provide the Service, run translations and manage your account and workspaces — performance of a contract.
• To grant complimentary credits, process credit-pack purchases and any subscriptions or add-ons you choose, maintain balances and expiry records, apply plan limits and keep financial records — contract and legal obligation.
• To secure the Service, prevent abuse and keep audit logs — legitimate interests.
• To measure cost, speed and accuracy of AI models and improve the Service, using aggregated usage figures — legitimate interests.
• To reply to contact and support requests — legitimate interests or contract.
• To send service emails — contract; marketing emails — consent, which you can withdraw at any time.
• Non-essential cookies and analytics — consent (see the Cookie Notice).

3. AI model providers

To translate your files or text snippets, the text to be translated, the glossary terms that apply, and any relevant workspace, project and file descriptions are sent to the AI model provider used for the run (for example Google, OpenAI or other providers available in the app), through our AI gateway. Providers process this content only to return a result. We do not use your content to train AI models.

Avoid uploading personal or confidential data you do not want processed in this way, or remove it before translation.

4. Other processors

We use cloud hosting, database, file storage and email delivery providers under applicable data processing terms. Our payment provider handles checkout and payment-related data for credit packs and any future subscriptions or add-ons you choose; it may also act as an independent controller for its own payment, fraud-prevention and legal obligations under its privacy notice. We do not sell personal data. We may disclose data where required by law.

5. International transfers

Where personal data is transferred outside the UK or EEA, including to AI model providers, we rely on adequacy decisions, the UK International Data Transfer Addendum or the EU Standard Contractual Clauses.

6. Retention

• Uploaded and translated files: for your plan's file retention period, or until you permanently delete them.
• Projects, segments and translated segments: until you delete them or close your account.
• Account data: for the life of your account and up to 12 months after closure.
• Billing records, including credit-pack purchases and associated credit transactions, grants and refunds: 6 years where needed for UK tax and accounting obligations. Credit expiry does not itself delete these records.
• One-off snippets, files and translated outputs: not retained in our projects or file storage; the associated usage and credit records follow the applicable retention rules above.
• Security and audit logs, and contact messages: typically 12 months.

7. Your rights

Under the UK GDPR and EU GDPR you can ask to access, correct, erase or restrict your data, object to processing, receive your data in a portable form, and withdraw consent. We do not make solely automated decisions with legal effects about you. To use your rights, email info@creuware.com. We reply within one month.

You may complain to the UK Information Commissioner's Office (ico.org.uk) or your local EU supervisory authority.

8. Security

Files are kept in private storage separated by workspace. We use encryption in transit, access controls on every record, role-based permissions, audit logging and backups. Please use a strong, unique password. We will notify you and the regulator of a qualifying personal data breach without undue delay.

9. Children

The Service is not intended for anyone under 18, and we do not knowingly collect their data.

10. Contact

Privacy enquiries: info@creuware.com. You can change cookie choices on the Cookie Notice page.