CSignal Delivery Policy

Applies to: every client and user of CSignal Data controller: Charle London Limited Version: 1.2 Last updated: 2 October 2026

1. About this policy

Delivery is the part of CSignal we use to plan, run and deliver the work we do for you, whichever services you have with us (for example SiteLab, HelpDesk, Projects, SEO or Retain). It applies to every client, alongside the CSignal Platform Privacy & Data Policy (the umbrella policy).

Where this policy refers to how we secure data, AI features, international transfers, your rights, or how to contact us, it means the matching sections of the Platform Policy.

This policy replaces the previous CharleOS Data Policy. Delivery now runs entirely inside CSignal.

2. Our role

For the data in this policy, Charle London Limited is the data controller. Separately, when our team works inside your own systems (for example your Shopify store or email platform) and handles your customers' data to deliver the work, we do so as your processor, under the Charle Data Processing Agreement. It is our business record of the services we provide to you and of our relationship with you, in the same way a project-management and client-management system would be.

3. What Delivery holds

• Company and contact details: your organisation's details, including information from public company registers, and the business contact details of the people we work with (such as name, work email, phone and role).
• Quotes, approvals and contracts: quotes we issue and your responses to them, and the agreements we sign with you. When you sign an agreement electronically we record your name, your signature, the date and time, and the IP address used, as evidence of signing.
• Planner, schedule, tasks and projects: the work planned and delivered for you, who is doing it, its status, progress, deployments and the time allocated to it.
• Support tickets (HelpDesk): the requests you raise and our responses.
• Messages and files: messages, comments and files exchanged in CSignal, emails between your team and ours (which may be logged against your organisation's record), call notes and transcripts, and internal notes about your work.
• Access requests: a record of which of your systems (for example your Shopify store or email platform) our team needs access to, and whether access has been granted. We do not store passwords or log-in credentials for your systems in CSignal. Please give us access by inviting our team as staff or collaborators.
• Billing and payments: invoices, billing status, payment records and, if you pay by direct debit, the mandate details held by our payment provider.

Delivery is operational business information. It is not data about your website's shoppers, and it does not use the CSignal pixel. The personal data involved is the business contact details of the people on both sides of the engagement, plus anything you choose to share with us (for example in a ticket, message or file). Please do not share personal data about your own customers in Delivery unless the work needs it and we have agreed how it will be handled.

4. AI features in Delivery

Our team may use AI features to help with Delivery work, for example drafting a statement of work or answering internal questions about your project. The relevant Delivery information is processed by our AI model provider as described in section 6 of the Platform Policy, which does not allow it to train its models on that data. A member of our team reviews AI-assisted drafts before they are sent to you.

5. Why we process it (lawful bases)

• Performance of a contract: to deliver the services you engage us for and manage the relationship.
• Legitimate interests: to run our operations, plan and improve delivery, and keep accurate records.
• Legal obligation: for example keeping financial and tax records for as long as the law requires.

6. Security

Delivery data is protected by the measures in the Security section of the Platform Policy. Clients see only their own organisation's work in CSignal, and within a client organisation access follows the roles you assign.

7. How long we keep it

We keep Delivery records while we are working with you and for a reasonable period afterwards. Financial records (such as invoices and payment records) and signed agreements are kept for as long as the law requires, typically six years after the end of the relevant financial year or agreement. Other records are deleted or anonymised once they are no longer needed.

8. Sub-processors specific to Delivery

In addition to the platform-wide sub-processors in the Platform Policy, Delivery uses:

Each is bound by contract to protect the data and process it only on our instructions. A list of the named providers is available to clients on request.

9. Your rights and contact

Your rights, and how to exercise them, are set out in the Platform Policy. For any question about Delivery data, contact us at hello@charle.co.uk.