--- title: "Flex Privacy Policy · Countly" description: "This Flex Privacy Policy (the \"Privacy Policy\") describes how Countly Ltd (\"Countly,\" \"we,\" \"our,\" or \"us\") collect, use, and share information in connection…" url: https://countly.com/legal/flex-privacy last_modified: 2026-11-04 --- Legal · Flex # Flex Privacy Policy Last updated October 20, 2026. Applies to Countly Flex. This Flex Privacy Policy (the "Privacy Policy") describes how Countly Ltd ("Countly," "we," "our," or "us") collect, use, and share information in connection with your Countly Flex account and your use of Countly Flex, including the Flex console at flex.countly.com (collectively, the "Services"). This Privacy Policy does not apply to the data our customers process in their Flex servers, which we process as their processor under our Flex Data Processing Agreement (countly.com/legal/flex-dpa). It does apply to the information we hold about you as the holder or user of a Countly Flex account ("Account Data": your registration and billing details, how you use the Flex console, and your communications with us). ## Information We Collect We may collect and receive information about users of our Services ("users," "you," or "your") from various sources, including: (i) your use of the Services; (ii) information you provide through your user account on the Services (your "Account") if you register for the Services; and (iii) from third-party websites, services, and partners. ## Information We Collect When You Use Our Services When you use our Services, our servers may automatically log the standard data provided by your web browser. It may include your Internet Protocol (IP) address, your browser type and version, the pages you visit, the time and date of your visit, the time spent on each page, and other details. We may also collect data about the device you are using to access our Services, such as the device type, operating system, device identifiers and approximate location. In some countries, including countries in the European Economic Area ("EEA"), the information referenced above may be considered personal information under applicable data protection laws. ## Information You Provide We may ask for personal information, such as your: - Name - E-mail address - Company name We only request personal information relevant to providing you with a service, and only use it to help provide or improve this service. ## Information We Receive from Third Parties We may receive publicly available information about you from our third-party partners (for example, from sources like LinkedIn) and combine it with data that we have about you. When you sign in to Countly Flex with Google Sign-In, Google provides us with your name and e-mail address. When you reach Countly Flex through a referral partner, our referral platform tells us which partner referred you. ## How We Collect Information We collect information by fair and lawful means, with your knowledge. We also let you know why we’re collecting it and how it will be used. You are free to refuse our request for this information, with the understanding that we may be unable to provide you with some of your desired services without it. ## Use of Information We may use a combination of identifying and non-identifying information to understand who our visitors are, how they use our services, and how we may improve their experience of our Services in the future. We do not disclose the specifics of this information publicly, but may share aggregated and anonymized versions of this information, for example, in website and customer usage trend reports. ## Data Processing and Storage We are based in the United Kingdom and host our own systems in the European Union. Of the providers named in this policy, Google, Paddle, Postmark and Tolt process information in the United States. Where personal information leaves the UK or the EEA we rely on adequacy decisions of the UK Government and the European Commission (including the EU-US Data Privacy Framework and its UK Extension) or on the Standard Contractual Clauses with the UK Addendum. You can request a copy of the relevant safeguards at privacy@count.ly. We only retain personal information for as long as necessary to provide a service, or to improve our services in future. While we retain this data, we will protect it within commercially acceptable means to prevent loss and theft, as well as unauthorized access, disclosure, copying, use, or modification. That said, we advise that no method of electronic transmission or storage is 100% secure, and cannot guarantee absolute data security. ## Cookies We use cookies in the Flex console. Our Flex Cookie Policy (countly.com/legal/flex-cookies) describes them and how you can control them. ## Third-party Access to Information We use third-party services for: - Analytics tracking - Advertising and promotion - Customer messaging and in-app support chat in the Flex console and in your Flex server's dashboard, which receives your account details when you sign up and the name, e-mail and role of each dashboard user (Intercom) - Referral programme tracking in the Flex console (Tolt) - Sign-in with Google in the Flex console (Google) - Service e-mail (Postmark) - Payment processing (Paddle, as merchant of record) We may, from time to time, allow limited access to our data by external consultants and agencies for the purpose of analysis and service improvement. This access is only permitted for as long as necessary to perform a specific function. We may disclose information to courts, regulators or law enforcement where the law requires it, or where needed to protect our rights or anyone's safety or to prevent crime. We do not otherwise share or supply personal information to third parties. We do not sell or rent your personal information to marketers or third parties. ## Children’s Privacy Countly does not knowingly collect information from children under the age of 13, and children under 13 are prohibited from using our Services. If you learn that a child has provided us with personal information in violation of this Privacy Policy, you can alert us at privacy@count.ly. ## Limits of Our Policy This Privacy Policy only covers Countly's own collecting and handling of data. We cannot accept responsibility or liability for the privacy practices of third-party providers. Our website may link to external sites that are not operated by us. Please be aware that we have no control over the content and policies of those sites, and cannot accept responsibility or liability for their respective privacy practices. ## Changes to This Policy This Privacy Policy may be modified from time to time. Changes to this Privacy Policy will be posted on our websites. If we materially change the ways in which we use or share personal information previously collected from you through our Services, we will notify you through our Services, by email, or other communication. ## Your Rights and Responsibilities As our user, you have the right to be informed about how your data is collected and used. You are entitled to know what data we collect about you, and how it is processed. You are entitled to correct and update any personal information about you, and to request this information be deleted. You may amend or remove your account information at any time, using the tools provided in your account control panel. You are entitled to restrict or object to our use of your data. You have the right to opt out of data about you being used in decisions based solely on automated processing. ## Contact Us If you have any questions or concerns about this Privacy Policy, please feel free to email us at privacy@count.ly or contact us at our address 1 Bow Churchyard, London EC4M 9DQ, United Kingdom. The data controller of your personal information is Countly Ltd. ## Countly Flex Using Countly Flex: the console at flex.countly.com and your Flex server. - Flex Terms of Service - Flex Privacy Policy - Flex Cookie Policy - Flex Data Processing Agreement - Flex Subprocessor List - Connected Services and Telemetry All legal documents