Privacy Policy
Last Update: June 1, 2025
Our Services
ThirtyKey provides a comprehensive suite of social media management tools, accessible via our website and mobile apps. These tools centralize your social media accounts, allowing you to manage, schedule, and publish content, run marketing and advertising campaigns, engage with your audience, and analyze performance — all from a single platform. Collectively, we refer to these features as our “Services.” When you use our Services, ThirtyKey acts as your service provider.
Please note that the collection, use, and handling of personal data on platforms such as Facebook, Instagram, Twitter, and LinkedIn (collectively, the “Social Networks”) are governed by their respective privacy policies and terms of use. You are responsible for complying with these terms, and we encourage you to review them carefully. ThirtyKey is not liable for how these Social Networks manage your data.
Our Services may also be integrated with third-party applications (“Third-Party Services”) through our App Directory or other platform features. Your use of these services is subject to the privacy policies and terms set by the respective third parties. ThirtyKey is not responsible for the practices of these Third-Party Services, and we advise reviewing their policies before connecting them to your account.
You are responsible for complying with applicable privacy laws when using our Services, including obtaining necessary consents and providing required notifications to individuals whose data you collect or manage. If we receive any inquiries or complaints related to your data practices, we will forward them to you for resolution.
Our Services are designed for business use and are intended only for individuals aged 18 and older.
What information do we collect?
Using our Services
Account information:
Contact and Profile Information: This includes your name, email address, organization name, physical address, preferred language, time zone, communication preferences, and profile image (if you choose to upload one). We may also collect this information if you sign in using a social login option (e.g., Facebook Login).
Billing and Payment Information: If you subscribe to a paid plan or purchase a Third-Party Service, we collect billing details such as your payment method and credit card number.
Service Details: We collect information about the Services you use, including your subscription plan, number of team members, and related transaction records.
Content:
Social Profile Information: When you connect your Social Network accounts to our Services, we may collect basic profile information from those platforms — for example, your Facebook username and profile image.
Location Information: If you choose to share your location, we may collect specific location details, such as an address, city, or named place (e.g., a restaurant).
User-Generated Content: This includes messages, posts, comments, images, advertisements, and other content you create, upload, or manage through our Services, as well as content retrieved from the Social Networks you’ve connected, which is displayed on our platform.
Third-Party Personal Information: Content you send or receive through connected Social Networks may include personal information about other individuals. This could include names, photos, age, gender, location, opinions, preferences, and contact details shared or posted by social media users.
Logs, usage, and support data:
Log Data: We may collect technical information such as your IP address, the URL of the webpage you visited before accessing our Services, browser type and settings, device details (e.g., make, model, and operating system), date and time of access, browser configuration, language preferences, unique device identifiers, and cookie data.
Usage Data and Analytics: This includes information about how you interact with the Services, such as login frequency, user activity, and the most commonly accessed features or areas within the platform.
General Location Information: Based on your IP address and device settings, we may collect data about the region or general location from which you access the Services.
Customer Support Interactions: We collect any questions, issues, feedback, or other communications you choose to share when contacting our support team.
Surveys, events, marketing and other activities Surveys, contests, events (such as webinars and in-person events) for those we host or are affiliated with:
Contact Information: This may include your name, email address, phone number, organization name, and business address.
Participation and Feedback: We collect information related to your registration, attendance, feedback, and opinions shared during or after participation in our surveys, events, or other activities.
Organizational Information: You may choose to provide general details about your organization, such as annual revenue, number of employees, and industry. We may also use trusted service providers to gather additional publicly available business-related information — such as your company’s legal name, size, and estimated revenue — to help us tailor our Services to better suit your organization’s needs.
Other interactions:
Social Media Interactions: We collect information from your interactions with our brand on social media platforms, including messages, posts, comments, and other engagements.
Email Engagement and Analytics: This includes data on how you interact with our emails — such as open and click-through rates, links clicked, web pages visited after clicking, your browser and email client type, and general location information (e.g., country and region).
Meetings and Conferences: When you participate in teleconferences, videoconferences, or other meetings with us, we may collect your preferences, feedback, business needs, and opinions shared during those interactions.
Access to Website Resources: When you access gated content on our website (such as videos, whitepapers, or case studies), we may collect your name, contact details, and engagement data, including which resources you view, access, or download, and how frequently.
Browsing our websites
Some information is collected automatically as you navigate our websites:
Automated Chat Interactions: If you use our chatbot or automated chat services to ask questions, provide feedback, or submit requests, we may collect your name, email address, the content of your message, and related details about your interaction with our Services.
Cookies and Tracking Technologies: ThirtyKey and our trusted service providers use cookies, web beacons, pixels, software tokens, and other similar technologies to enhance your experience on our websites and Services. Detailed information about these technologies is provided in our Cookie Notice.
Aggregated Website Usage Data: We collect anonymized data such as form completion times, user engagement rates, session replays, and mouse movement patterns to better understand how users interact with our websites and improve their functionality.
How do we use your information?
Providing and securing our Services
Some of our products and services include a free trial period that allows you to evaluate the service at no cost. However, to create your account and user profile, you must provide a valid payment method. You are responsible for maintaining and updating this payment information as needed.
You control the duration of your subscription, and it is your sole responsibility to cancel your use of the Service within the trial period if you choose not to continue. If you do not cancel before the trial ends, your subscription will automatically renew, and the payment method on file will be charged accordingly. Please note that once payment is processed, we do not offer refunds or compensation.
If you start a free trial, the “Cancel” button will be available in your user account at any time. Keep in mind that canceling during the trial will immediately end your access to the service.
All purchases of our products or services are final. Refund requests will not be accepted under any circumstances.
It is your responsibility to cancel your subscription before the next billing cycle if you do not wish to continue using the Service. Failure to cancel will result in ongoing charges to your registered payment method, as continued use is considered your acceptance of the subscription.
We do not provide refunds or compensation for automatic renewals. Once an order is placed, no refunds will be given.
If you purchase any product or service but fail to cooperate with its delivery (whether intentionally or due to technical issues), you will forfeit access to the product or service without eligibility for refund or compensation.
Communicating with you
We use your contact information, where appropriate, to send you updates about our Services, events, marketing communications (in line with your preferences—see “Marketing emails, advertising and website browsing” below), and job opportunities.
Additionally, we analyze email metrics, such as open rates, to evaluate and improve the effectiveness of our communications. We also use engagement analytics to better understand your needs, enabling us to tailor the information and services we provide to be more relevant and useful to you.
Improving our websites and applications
We use information about you to better understand how our websites and applications are used, helping us diagnose issues and improve overall performance, including usability and security enhancements. We also employ website personalization tools to display content that is more relevant to you, such as resources tailored to your industry or organization size.
If you provide information about yourself, your social media usage, or share feedback during calls or interactions with our customer support and sales teams, we may monitor and record this information. This helps us with staff training, refining our sales and marketing processes, and improving our Services.
What are your rights regarding the information about you?
When using our Services, you may access, update, or correct most of your Account information by logging into your account and editing your profile or organization record.
If you have requests that cannot be fulfilled by logging into your account—for example, accessing additional information or deleting your data—please contact our privacy team via email. We may need to retain certain information about you for as long as you maintain an account with us, to provide our Services, for record keeping, payment processing, legal and regulatory compliance, dispute resolution, or to enforce the Terms of Service or other agreements between you (or your organization) and ThirtyKey.
Requests to access, correct, update, or delete your information should be submitted in writing to our privacy team and will typically be handled within thirty (30) days. If your request is unusually extensive or complex, we will notify you of the expected timeline.
If you have authorized us to access your Social Network account to provide the Services, you may revoke this access at any time by following the relevant instructions. For example, if we have access via the YouTube API, you can revoke it through your Google security settings page.
For other general account-related inquiries, please contact our Support team using your preferred method listed [here].
Who has access to your information?
Employees and Authorized Contractors
Our employees and authorized contractors may need to access your information when it is necessary for them to perform their job duties. For example:
A customer support representative may access your account to verify your identity and assist with your inquiries or requests.
Our email communications team may access your contact details to ensure accurate delivery of communications and to properly manage any unsubscribe requests.
Our security team may review your information to investigate attempted denial of service attacks, fraudulent activity, or other security threats against the Services.
All employees and contractors are required to agree to strict confidentiality obligations and to protect the privacy of your information.
Service Providers, Authorized Resellers, and Partners
We may share limited information about you with authorized service providers who assist us with marketing, communication, customer database management, professional services, and the operation and management of our Services (including data hosting, security, and payment processing).
We restrict the number of service providers allowed to process your Content to those necessary for delivering the Services. These service providers, known as “subprocessors,” are listed on this page.
If you purchase a service through an authorized reseller or partner, we may share information about you with them—and receive information about you from them—as needed to support your use of the purchased service.
Whenever we share your information with service providers, resellers, or partners, we require them to adhere to confidentiality and security obligations consistent with this Privacy Policy. They may only use your information to fulfill their role in providing the Services or responding to your requests.
Additionally, we may collaborate with sponsors and other organizations to run marketing events such as virtual conferences, webinars, or resource sharing. If sponsors or other organizations wish to collect your information for their own marketing purposes, this will be done independently under their policies. We will inform you and provide an opportunity to consent to sharing your information with such sponsors or organizations, either during event registration or at the event itself.
Social Networks and Third-Party Services
Customer Organizations
Successor and Affiliated Entities
We may share your information with affiliates and subsidiaries controlled by ThirtyKey, and these entities will protect your information in accordance with this Privacy Policy or, where applicable, their own specific privacy policies.
Additionally, if we undergo a corporate transaction such as a merger, acquisition, or sale of assets, we may disclose your information as part of that process. In such cases, we will ensure that the receiving entities are obligated to handle your information consistent with this Privacy Policy or notify you if a new privacy policy applies
Law Enforcement, Government Agencies, and Professional Advisors
We may disclose information about you when we believe it is reasonably necessary to comply with applicable laws or regulations, such as in response to a court order, legal process, or other lawful requests. This includes situations where we need to establish, protect, or exercise our legal rights or defend against legal claims or demands. For governmental data access requests related to you or your organization, we will, whenever legally permitted, first attempt to redirect the request to you and/or notify you.
Additionally, we may disclose your information if we believe it is necessary to investigate, prevent, or take action regarding:
(a) illegal activities, fraud, or potential threats to our rights or property (or those of our users), or to protect the personal safety of any individual;
(b) security incidents involving our Services, abuse of our Services’ infrastructure, or broader Internet security concerns such as spamming or denial of service attacks.
We may also share your information with professional advisors, including lawyers and accountants, when engaging their services or as necessary for audits, financial reviews, or regulatory compliance.
What international data transfers occur at ThirtyKey?
How do we safeguard your information?
When you use our Services and make decisions about the personal data being processed (such as selecting which Social Network accounts to connect or uploading and using Content), you act as the data controller, while ThirtyKey acts as the data processor.
Under Mexican data protection laws, as a data controller, you have certain obligations, including managing Content on the Services. ThirtyKey, as a data processor, will access and process Content solely to provide the Services according to your instructions (as given through the Services), the Terms of Service, the Social Networks’ terms, and applicable laws. In delivering the Services, we may process Content to improve usability and develop new features.
ThirtyKey will never share, sell, disclose, or otherwise make your personal information or that of your clients available to any third party, except when strictly required by law or with your explicit consent. All data processing activities are conducted with the highest standards of security and confidentiality, fully complying with applicable data protection regulations. ThirtyKey implements appropriate technical and organizational measures to protect your data against unauthorized access, alteration, or disclosure.
If you use the Services as a reseller of any ThirtyKey applications, we will likewise never share, disclose, or make available your clients’ personal information to third parties, except as required by law or with explicit consent. As a reseller, you are responsible for managing and processing your clients’ personal data according to your own privacy policies, which operate independently from ThirtyKey.
How long do we retain your information?
In general, ThirtyKey does not permanently store Content retrieved from Social Networks. Instead, when you log in to the Services, we fetch data from Social Networks in real time to display it within the platform during your session. However, we do store other Content that you create, such as draft posts for Social Networks, to enable easy access and management within the Services.
Messages in the Inbox are retained for six weeks to allow you sufficient time to take any necessary actions, such as replying. ThirtyKey’s Analytics products, including Analytics and Insights, store social media mentions related to our customers for up to 25 months to facilitate trend analysis and reporting (for example, through the ThirtyKey Metrics library).
Aggregated data is used by ThirtyKey solely for analysis, product improvement, and troubleshooting purposes. Please note that Content may still exist on the Social Networks even after deletion from our Services, and you will need to contact the respective Social Network directly if you wish to remove such Content permanently.
We retain your information as long as necessary to provide the Services you request, for record-keeping, to comply with legal obligations, resolve disputes, and enforce our Terms of Service. When retention is no longer required, or upon your request, we will securely dispose of or anonymize your information.
ThirtyKey’s roles under the GDPR and México data protection laws
ThirtyKey as a data controller
Legal bases for processing when ThirtyKey is a data controller
The legal bases for processing information about you include:
- Your consent (for example, when you have provided your information to sign up for an account or for a webinar; or you have provided your employment history when applying for a job). Where we rely on your consent to process personal data, you have the right to withdraw your consent at any time.
- It is necessary to perform a contract (for example, we may need your information to fulfill our obligations of providing Services to you under the terms relevant to the Services you have acquired).
- Legitimate interest (for example, to provide, maintain and improve the Services for you, to maintain the security of the Services, and to attract new customers to maintain demand for the Services, all of which are described in the “How do we use your information?” section above).
- In some cases, we may have a legal obligation to process your personal data to comply with relevant laws (for example, processing payroll and tax information to comply with relevant employment and tax legislation); or processing is necessary to protect your vital interests or those of another person (for example, obtaining health-related information during a medical emergency).
ThirtyKey as a data processor
Changes to this Privacy Policy
We may update this Privacy Policy at any time to reflect changes in our Services, legal requirements, or other factors. If we make any material changes, we will provide a prominent notice on this website and/or within our Services. We encourage you to review this policy periodically to stay informed about how we protect your information.
