SPANA PRIVACY STATEMENT
At SPANA, we take your privacy seriously. We know how important it is to you that we protect your personal information and we are committed to guarding your confidentiality and respecting your choices at all times.
We know you place your trust in SPANA and we work hard to keep that trust, every day. So we have reviewed all our processes for how we collect, use, share, secure and store personal data, reflecting our commitment to ensuring we always follow the very best practice. Our processes are detailed in SPANA’s Data Protection Policy and Data Storage and Retention Policy.
We will only mail appeals to supporters who have demonstrated an active interest in the charity. These supporters will have donated within the last two years or will have demonstrated a long-term interest in the charity (through such activity as pledging a gift in their Will). Our materials will always give an option for the supporter to opt out of SPANA marketing and communications; and we will never send appeals to anyone who has opted out.
We will only make fundraising appeals by email or phone to supporters who have asked to receive calls and emails from us. Each call or email will include an opportunity for a supporter to opt out of future communications. We will never call or email anyone who has asked not be contacted in this way.
The information we collect helps us to give you the best possible experience with SPANA, from sending updates on the animals you’re helping to alerting you to urgent appeals. To help us provide the best possible experience, we research our donor database and aim to maximise the impact and cost-effectiveness of our fundraising activities by tailoring appeals to the specific individual.
We will never sell or trade your personal information to anyone. Where we use information for fundraising purposes, it will only be shared where necessary and with appropriately trained SPANA staff, volunteers and contractors.
SPANA also works hard to put in place robust security measures to protect stored data, whether it is held in paper files or on our computer systems.
You can ask us at any time to provide you with a copy of the information we hold about you, including where and how we obtained it, why we are keeping it and what we are using it for. This is called a ‘subject access request’ and you can make one by contacting SPANA’s Data Protection Officer using the details below. All requests will be dealt with within 30 days of receipt.
You also have a right to decide on the information you would like to receive from us – you can stop receiving direct marketing and communications about the vital work we do for working animals by using the details below. All requests will be dealt with within 28 days of receipt.
If you would like to know more about our commitment to your privacy, you can get in touch with our Supporter Care team or read our privacy FAQ.
To get in touch:
Write to us: SPANA, 14 John Street, London WC1N 2EB
Email us: [email protected]
Call us: 020 7831 3999
Last updated: 01 February 2018
SPANA is committed to ensuring that your privacy is protected. You can be assured that any information that you provide when using this website, by which you can be identified, will only be used in accordance with this privacy statement.
SPANA may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 11 April 2017.
A cookie is a small file which asks permission to be placed on your computer’s hard drive. The file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
When you complete and submit any of our contact us forms, we securely store this information. We will only use the information you provide to contact you with regards to your query. You will not be added to our mailing list.
You may request the deletion of any email we hold on you at any time. To request deletion of these details, contact [email protected]
What we collect
We may collect the following information:
- first name and surname
- email address
- some demographic information such as postcode and address
What we do with the information we gather
We require this information to provide you with your required service, in most cases to relating to email newsletters, fundraising or other communication activity.
We may use the information to improve our services
We will only send you information that you have specifically requested, using the email address which you have provided.
From time to time, we may use your information to email you for market research purposes, to help us improve the service we offer. We may use the information to customise the website according to your interests.
SPANA may also use email information collected with consent for anonymous matching processes on Facebook. This information will not be shared with third parties or other advertisers and will be deleted promptly after the match process is complete. Facebook will maintain the confidentiality and security of the Data and the collection of Facebook User IDs.
We will not sell or share your email address to another organisation for their own purposes.
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
Controlling your personal information
If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to us or emailing us at [email protected]
We will not sell, distribute or lease your personal information to third parties, nor send you any promotional information about third parties, without your consent.
You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to [email protected]
If you believe that any information we are holding on you is incorrect or incomplete, please write to SPANA, 14 John Street, WC1N 2EB or email us at [email protected] as soon as possible. We will promptly correct any information found to be incorrect.
We work with Twitter to collect user data through our website for purposes of conversion tracking and serving ads targeted to users’ interests. You can opt out of some of these third parties’ interest-based advertising through the Do Not Track functionality in your web browser or through such other methods that Twitter may specify from time to time here.
Google Analytics and Display Advertising
Additionally, SPANA uses Google Analytics code that allows for certain forms of display advertising and other advanced features. Subject to change, the Google Display Advertising features SPANA currently uses are Remarketing, and Google Analytics Demographics and Interest Reporting.
For more information please refer to Google for more information.
Our website search is powered by Wurkhouse. Search queries and results are logged anonymously to help us improve our website and search functionality. No user-specific data is collected by either SPANA or any third party.
Hotjar is run by Hotjar Ltd, a European startup incorporated in and headquartered in Malta. You can reach out with any questions or feedback by contacting Hotjar.
18th April 2017
What is SPANA?
SPANA – the Society for the Protection of Animals Abroad – is a registered charity (charity number 209015) and a company limited by guarantee (company number 558085). SPANA’s registered office is 14 John Street, London WC1N 2EB.
SPANA has sister organisations in other countries, including Australia and Morocco. Our privacy statement relates to information which is obtained by the UK registered charity. If you provide any personal data to any of our sister organisations you will do so subject to the laws and regulations applicable in their country.
What information does SPANA collect?
As well as name and contact details, we record information about any donation you have made to the charity, your communication with the charity and your personal communications preferences. We may also ask you to tell us how you heard about us or why you have chosen to donate; that and any other information we gather about you will help us fundraise more efficiently and effectively and tailor the marketing communications we send you.
If at any time you would like to change the way we communicate with you, or would like to stop receiving communications altogether, please let us know. You can contact us via 020 7831 3999 or [email protected].
What we do with your data and what we don’t do
We shall process the data you supply in order to give you the information you have requested, or to take the donation you have given.
We will never share your data outside of SPANA, We may sell or trade your personal data to anyone. Where we use information for fundraising or marketing purposes, it will only be shared where necessary and with appropriately trained SPANA staff, volunteers and contractors.
How will you contact us?
We will contact you via email, phone, mail or SMS, depending on your stated communication preferences:
- If you have given your consent we will communicate with you via email about our activities and we may ask you for (further) financial support. You can remove your name from SPANA’s email lists at any time by clicking on the unsubscribe link within the email.
- If you have supplied us with your postal address and shown your positive support for the charity (perhaps by donating or pledging a gift in you Will), we will mail you updates on our work, fundraising appeals and newsletters. You can opt-out at any time, by completing and returning the form we send you, calling us on 020 7831 3999 or emailing [email protected].
- If you have given your consent to receive telephone calls and have provided your telephone number to us, we may occasionally ring you to ask for your financial support, update you on our work, discuss administrative matters relating to your donation or check you are happy with the communications you are receiving from us. You can opt-out from phone calls at any time, by emailing [email protected]or calling 020 7831 3999.
- If you have donated to us via SMS and not opted-out, we will contact you about future appeals and may need to contact you regarding the administration of your donation. You can opt-out by following the instructions within the SMS, or contacting us via 020 7831 3999.
If you want to update your personal data and preferences for communications from us please email us at [email protected] or call 020 7831 3999 to speak to our friendly Supporter Care team.
What happens when I call SPANA?
When you call SPANA we collect Calling Line Identification (CL1) information. We use this information to help improve the efficiency and effectiveness of our supporter care, but we will not capture your telephone number unless you give us permission to do so.
People who email us
Any email sent to SPANA, including any attachments, may be monitored and used by us for reasons of security and for monitoring compliance with office policy. Email monitoring or blocking software may also be used.
SPANA use a matching function within our CRM to match an email address with a record. This is to give us a full communication history to better understand your interactions with us and improve our supporter care.
What is SPANA’s legal basis for processing supporter data?
SPANA’s Data Protection Policy, Privacy Statement and Data Storage and Retention Policy were all designed to ensure the charity’s compliance with the General Data Protection Regulations (GDPR) and the Privacy and Electronic Communications Regulations (EC Directive)(Amendment) 2011.
For all email and telephone outbound direct marketing we use positive consent as the legal basis to undertake this activity. We maintain a record of this consent and its source.
We rely on legitimate interest as the legal basis for undertaking outbound postal direct marketing. This allows us to send outbound postal direct marketing to supporters who have donated within the prior 24 months and have not opted-out from receiving postal direct marketing; and to supporters who have demonstrated a deeper level of support, through such activity as pledging a legacy gift, and have not opted-out from receiving postal direct marketing.
Changes to this policy
If we update our Privacy Statement, Data Protection Policy or our Data Storage and Retention Policy, we shall post changes on this page so you are always aware of how SPANA uses your personal information.
TERMS AND CONDITIONS: SPANA AUSTRALIA
By donating to SPANA, you are agreeing to our terms and conditions including our refund policy. Please review the following prior to making your donation.
SPANA is a business located in Australia and registered under Australian law. SPANA adheres to all relevant fair trading laws, policies and practices. Find out more at www.fairtrading.nsw.gov.au and www.accc.gov.au.
SPANA is a Registered Charity with Australia’s regulating body the ACNC (Australian Charities and Not-for-profits Commission). To find out more go to the ACNC www.acnc.gov.au
COLLECTION OF INFORMATION
In order to use SPANA, we may require information from you in order to provide the best service possible. All correspondence may also be collected and stored, particularly in regard to donations including email. Any information collected by SPANA is collected via correspondence from you or your company. This may be via the telephone, email, mail, fax or directly through our website.
USE OF COLLECTION INFORMATION
Any details collected from SPANA customers is required in order to provide you with our high level of customer service. Correspondence is recorded in order to provide service references.
STORAGE OF COLLECTED INFORMATION
The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete Credit Card details.
We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it. If you have any questions about security on our website, you can email us at [email protected] or call us on: 1300 149 080
ACCESS TO COLLECTED INFORMATION
If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at [email protected]
SPANA uses the Online Express Payment Gateway for its online credit card transactions. Online Express processes online credit card transactions for thousands of Australian merchants, providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using the Online Express gateway are secured payments.
- Payments are fully automated with an immediate response.
- Your complete credit card number cannot be viewed by SPANA or any outside party
- All transaction data is encrypted for storage within Online Express bank grade data centre, further protecting your credit card data.
- Online Express is an authorised third party processor for all the major Australian banks.
- Online Express at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by SPANA.
For more information about Online Express and online credit card payments, please visit https://www.blackbaud.com/
All transactions are processed in Australian dollars.
If you make a donation, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, email, and postal address) and financial information (such as credit card number, expiration date). We use this information for billing purposes only. If we have trouble processing a donation, we will use this information to contact you.
After donating online, you will receive an email confirmation from Online Express containing your donation details, normally within a few minutes of donating.
REFUNDS AND CANCELLATIONS
In exceptional circumstances, SPANA may refund a donation at the discretion of the charity. To enquire about a refund, please contact us at [email protected] or call us on 1300 149 080
SPANA uses personally identifiable information for essential communications, such as emails, accounts information, and critical service details. We may also use this information for other purposes, including some promotional emails. If at any time you wish not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at [email protected] You will be notified when your personal information is collected by any third party that is not our agent/service provider, so you can make an informed choice as to whether or not to share your information with that party.
SPANA may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary for the third party to provide that service. These third parties are prohibited from using your personally identifiable information for any other purpose. SPANA does not share any information with third parties for any unknown or unrelated uses.
SPANA reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our website.
SPANA website to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of SPANA: www.spana.org
4 Daydream Street
SPANA-UK Head Office
14 John Street
We are a business located in Australia and registered under Australian law.