ManageMyStable customer privacy notice

Contact details

The data controller for the personal information described in this notice is ManageMyStable Limited, a company registered in England & Wales under company number 17375835. ManageMyStable Limited is registered with the Information Commissioner's Office, registration number ZC224976.

What information we collect, use, and why

We collect or use the following information to provide services and goods, including delivery:

• Names and contact details
• Purchase or account history
• Account information
• Records about your horses, including photographs, passports, care and health records, feed plans, insurance policies and claims, and competition results
• Information about the people who ride your horses, and about other people you record, such as professional contacts and emergency contacts (see "Information about other people you record")
• Booking confirmation emails you forward to your booking email address, including their attachments (see "How forwarded booking emails are handled")
• Other email addresses you ask us to confirm as addresses you forward bookings from
• If you use the ideas board: the suggestions you send us, your comments, your votes and any reason you give for "Not for me", comments you report, the board name we give you, when you agreed to the board's terms, and the plan your account was on when you voted or sent a suggestion (see "The ideas board")
• The postcode and location of the yards you save, which we use to show a map and the weather forecast
• Website and app usage information (including user journeys, cookie tracking and, where you have consented to analytics, recordings of your session in the web app)
• Information relating to compliments or complaints

We collect or use the following information for the operation of customer accounts and guarantees:

• Names and contact details
• Account information, including registration details
• Information used for security purposes
• Marketing preferences

We collect or use the following information for service updates or marketing purposes:

• Names and contact details
• Addresses
• Marketing preferences
• IP addresses
• Website and app user journey information
• Records of consent, where appropriate

We collect or use the following personal information for dealing with queries, complaints or claims:

• Names and contact details
• Account information
• Customer or client accounts and records
• Correspondence

We collect or use the following information when you joined our waitlist before we opened, or contact us through our website:

• If you joined the waitlist: your email address, whether you agreed to hear from us when we opened, the wording you agreed to, and when you agreed
• If you use the contact form: your name, email address, the topic you chose and your message

Information about other people you record

ManageMyStable is for adults who look after horses, and some of what you record in it is about other people. You choose what to enter, and you are responsible for being entitled to enter it (see sections 9 and 10 of our Terms of Service).

Riders

You can keep a list of the people who ride your horses. Riders are often children, added by a parent or guardian. A rider does not have an account and cannot sign in.

For each rider we hold the name you give. You can also record an emergency contact's name and phone number. On Stable Plus you can add:

• the year they were born, so the app can work out which age classes they can enter. We never ask for, and cannot store, a full date of birth
• membership numbers for riding clubs and governing bodies such as The Pony Club or British Eventing, with a branch or centre and an expiry date
• riding hats, body protectors and other safety equipment: make, model, size, safety standard, relevant dates, and a photograph of the certification label

We do not hold health information about riders, such as medical conditions, allergies or medication, and a rider's record has no place for a photograph of them. Please do not add health information in free-text notes. A photograph of a horse can include whoever is holding it, so bear that in mind when you choose what to upload.

A rider's name appears on the results, activities and calendar entries you link them to, and in the reminder emails we send you about their memberships and equipment. It is left out of the calendar feed you can share, the printed yard sheet, events you add to another calendar app, and the replies we send about forwarded bookings.

You can remove a rider at any time, which deletes their equipment photographs. Choosing Erase also removes their name from every result, activity and calendar entry it appears on.

Other people

What you store can also name professional contacts, emergency contacts, and people mentioned in booking confirmations you forward, such as an event secretary, a coach or another competitor. We use their details only to provide the service to you, and we do not contact them.

There is one exception. If you ask to forward bookings from another email address, we send that address a single email asking its owner to confirm. It says that someone asked to add the address to a ManageMyStable account, and it contains no booking details.

If your details are held in someone's ManageMyStable account and you want to know what is held or have it removed, contact us at privacy@managemystable.com.

How forwarded booking emails are handled

On Stable Plus you get a booking email address. When you forward a booking confirmation to it, or a mail rule forwards one for you:

• We receive the email and keep an encrypted copy, with its attachments, for 30 days.
• We check that it really came from you or from an address you have confirmed.
• The email is read automatically by Claude, a language model made by Anthropic, which Amazon Web Services runs for us through Amazon Bedrock in its London region. The model picks out the event's details: what it is, when and where it happens, and which horse and rider it is for. It is not given anything else from your account. Neither Amazon nor Anthropic uses the email to train models.
• Our own software, not the model, decides what happens next. A booking that is clear, from an address you have confirmed, goes straight onto your calendar. Anything less certain waits for you to check it.
• We email you to say what we did. That email only ever goes to your account's email address or an address you have confirmed, never to whoever wrote the original message. If a mail rule forwarded the booking during your quiet hours, the email waits until they end.

Only the booking's details become part of your account. A coach's name may be kept in the calendar entry's description. A rider is linked only if the name matches someone already in your rider list. Nobody's name is put in an entry's title.

This is automated processing, but it makes no decisions about people. It creates calendar entries that you can check, change or delete.

Forwarding stays off until you have read how we handle these emails and agreed. You can turn it off at any time in Profile → Notifications. Your booking email address then stops working straight away, and nothing more is read.

The ideas board

The ideas board lets you send us suggestions, vote on ideas we publish and comment on them. Ideas on the board are written by us.

• What other members see. Your comments, and the number of votes an idea has, next to a board name we make up for you. They never see your name, your email address, your suggestions, which ideas you voted for, or your "Not for me" votes.
• What we see. Everything you send through the board, including "Not for me" votes and their reasons, and the plan your account was on when you voted or sent a suggestion. We use the plan to understand what free and paying members each want.
• Finding who wrote something. Your board name is not linked to your account anywhere other members can see. We can look up which account wrote a suggestion or comment, but only for one of four reasons: a report of abuse, a legal request, a defamation complaint, or a support request you have made. Each lookup is recorded with its reason.
• Checking comments. Our software looks for things like phone numbers, email addresses, web links and abusive words in a comment before it appears. A comment that seems to contain them is held until we have read it.
• Emails. We email you when an idea you suggested or voted on changes status or gets a reply from us, and when we answer a suggestion you sent. The emails contain only what we wrote and, for your own suggestion, its title. You can turn them off with "Updates on ideas" in Profile → Notifications, and they wait until your quiet hours end.
• Analytics. We count votes, comments, suggestions and reports, but never send what anyone wrote to our analytics providers. Session recordings hide the text members write on the board.

Ideas board information is stored with the rest of your account by Amazon Web Services in London. We do not use any new provider for it.

Horse health records

You can keep a record of each horse's injuries, illnesses and long-term conditions: what happened, dated updates with photographs and readings such as temperature, the care it needs each day, and how it ended. These records are about your horse, and the app asks you to keep them that way. Please do not record anyone's injury or illness in them, including your own or a rider's (see section 9 of our Terms of Service).

• Photographs added to a health record stay in that record. We never use them as a horse's main photograph, on a horse's card, on your home page or in an email.
• Our analytics count what you do with health records, such as adding an update or printing a summary, and never what they say. Where you have agreed to session recordings, they hide the words, readings and photographs in health records.
• You can print a summary of one record to give to a vet, an insurer or anyone else you choose. You decide what it includes and who receives it. We do not send it to anyone.
• When you delete an update, a record or the horse, its photographs are deleted straight away, including earlier versions. A single photograph you remove from an update is kept as an earlier version for up to 30 days.

Health records are stored with the rest of your account by Amazon Web Services in London. We do not use any new provider for them.

On your phone

So that the app opens without a signal, it keeps a copy of your account's records on your phone, including your horses' health records. The copy is protected by your phone's own encryption, which works when the phone has a passcode. It is deleted when you sign out, and a copy older than 30 days is thrown away.

If you write a health update without a signal, the app can keep it on your phone, with its photographs, until you save or discard it. If you sign out first, the app asks you, then deletes it.

Lawful bases and data protection rights

Under UK data protection law, we must have a "lawful basis" for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO's website.

Which lawful basis we rely on may affect your data protection rights which are set out in brief below. You can find out more about your data protection rights and the exemptions which may apply on the ICO's website:

• Your right of access - You have the right to ask us for copies of your personal information. You can request other information such as details about where we get personal information from and who we share personal information with. There are some exemptions which means you may not receive all the information you ask for. Read more about the right of access.
• Your right to rectification - You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete. Read more about the right to rectification.
• Your right to erasure - You have the right to ask us to delete your personal information. Read more about the right to erasure.
• Your right to restriction of processing - You have the right to ask us to limit how we can use your personal information. Read more about the right to restriction of processing.
• Your right to object to processing - You have the right to object to the processing of your personal data. Read more about the right to object to processing.
• Your right to data portability - You have the right to ask that we transfer the personal information you gave us to another organisation, or to you. Read more about the right to data portability.
• Your right to withdraw consent – When we use consent as our lawful basis you have the right to withdraw your consent at any time. Read more about the right to withdraw consent.

If you make a request, we must respond to you without undue delay and in any event within one month.

To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.

Our lawful bases for the collection and use of your data

Our lawful bases for collecting or using personal information to provide services and goods are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legitimate interests – we're collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

  We have a legitimate interest in collecting and using certain personal information to provide, maintain, and secure our service beyond what is strictly required to fulfil the contract. Specifically: Security and fraud prevention: we collect IP addresses and request metadata through our cloud infrastructure (AWS CloudFront and API Gateway) to detect and prevent unauthorised access, abuse, and security threats. This protects both our users and our platform. The risk to individuals is low as this data is not used for profiling and is subject to standard AWS data retention policies. Service reliability and improvement: we process usage and session data to monitor application performance, diagnose errors, and improve the reliability of the service. Users benefit directly from a more stable and performant product. This data is processed at an aggregate or pseudonymous level wherever possible. App updates: our iPhone and iPad app checks for updates each time it opens, so that fixes reach you without waiting for an App Store release. The check carries no account details. Website analytics: we collect basic visitor information on our marketing website to understand how people find and use our site, enabling us to improve it. We balance this against user privacy by minimising what we collect and providing clear cookie controls. In each case, we have considered whether these purposes could reasonably be achieved without processing personal data, or with less data, and we are satisfied that our legitimate interests are not overridden by individuals' rights and freedoms. Users retain the right to object to processing based on legitimate interests at any time.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for the operation of customer accounts and guarantees are:

• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legal obligation – we must keep accounting records, including invoices, for six years. All of your data protection rights may apply, except the rights to erasure, to object and to portability.
• Legitimate interests – we're collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

  We have a legitimate interest in collecting and maintaining certain account-related information beyond what is strictly necessary to perform our contract with you. Specifically: Account security: we store your passkeys and security settings to protect your account from unauthorised access. This directly benefits you by reducing the risk of your stable management data being accessed or tampered with by third parties. The privacy impact is minimal as this data is used solely for securing your account and is not shared or used for any other purpose. Account integrity and audit trail: we maintain timestamps and records of when your account and profile data was created and last modified. This enables us to resolve disputes, investigate reported issues, and maintain the accuracy of your account records. The benefit of maintaining a trustworthy and accurate service outweighs the minimal privacy impact of retaining this metadata. We have carefully considered whether these purposes could be achieved with less data or without processing personal information, and are satisfied that our legitimate interests do not override your rights and freedoms. You have the right to object to processing carried out on this basis at any time by contacting us.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for service updates or marketing purposes are:

• Consent - we have permission from you after we gave you all the relevant information. All of your data protection rights may apply, except the right to object. To be clear, you do have the right to withdraw your consent at any time.
• Legitimate interests – we're collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

  We have a legitimate interest in sending you service-related communications that are necessary to keep you informed about the platform you are actively using. Specifically: Service announcements: we use your email address to notify you of planned maintenance, service interruptions, and significant new features. You have a reasonable expectation of receiving this information as a paying subscriber, and withholding it could leave you unable to plan your stable management activities effectively. The benefit of keeping you informed about the service you rely on clearly outweighs the minimal privacy impact of using your email for this purpose. Operational notifications: we use your email address to deliver notifications directly tied to your use of the platform, such as calendar reminders, task deadlines, renewal dates, replies about booking emails you forward to us, and updates on ideas you suggested or voted on. These notifications are a core part of the service you have signed up for and are reasonably expected. Users retain full control over which notification types and channels are active, and can adjust or disable them at any time from their profile settings. We have considered whether these purposes could be achieved without processing personal data and are satisfied they cannot. We do not use your information for these purposes in ways that are unexpected or that conflict with your interests. You have the right to object to processing on this basis at any time, and operational notifications can be disabled via your notification preferences without affecting your access to the service.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:

• Contract – we have to collect or use the information so we can enter into or carry out a contract with you. All of your data protection rights may apply except the right to object.
• Legitimate interests – we're collecting or using your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone. All of your data protection rights may apply, except the right to portability. Our legitimate interests are:

  We have a legitimate interest in retaining and using personal information in connection with handling queries, complaints, and claims about our service. Specifically: Quality assurance and service improvement: we retain records of support interactions and complaints, along with relevant account information, to ensure issues are resolved consistently and to identify recurring problems that may indicate a wider service deficiency. This directly benefits all users by enabling us to maintain and improve the quality of the platform. Defending and establishing legal claims: in the event of a dispute or claim, we have a legitimate interest in retaining sufficient records to investigate the matter thoroughly and respond accurately. This protects both parties by ensuring any resolution is based on accurate information rather than incomplete recollection. In both cases, users would reasonably expect their complaint or query to be recorded and that we would retain relevant information for a proportionate period in order to resolve it properly. We only retain information for as long as is necessary for these purposes and do not use it for any unrelated purpose. The privacy impact is low: the information used is limited to what was already collected in the course of providing the service, and is not shared beyond those directly involved in resolving the matter. We are satisfied that our legitimate interests do not override the rights and freedoms of the individuals concerned. You have the right to object to processing on this basis at any time by contacting us.

For more information on our use of legitimate interests as a lawful basis you can contact us using the contact details set out above.

Our lawful bases for information about other people and for forwarded booking emails are:

• Contract – to provide the rider list and the forward-a-booking features that are part of the service you use. All of your data protection rights may apply except the right to object.
• Legitimate interests – for the details of other people named in what you store, and for the single confirmation email described above. Our legitimate interest, and yours, is keeping accurate records of your horses, the people who ride them and the events they are entered in. We keep only what those records need, we do not contact the people concerned except for that one confirmation email, and we never use their details for marketing. We are satisfied this does not override their rights and freedoms. They can object at any time by contacting us.

Our lawful bases for the ideas board are:

• Legitimate interests – to run the ideas board: reading and answering your suggestions, showing your comments to other members under your board name, counting votes by plan so we understand what members want, keeping the board safe (checking comments, acting on reports and, for the four reasons above, finding who wrote something), and emailing you updates you can turn off. Our legitimate interest is improving the service with the people who use it. The board is optional, we use only what you choose to send, and other members never see who you are. We are satisfied this does not override your rights and freedoms. You can object at any time by contacting us.

Our lawful bases for the waitlist and contact form are:

• Consent – to email you that ManageMyStable is open, if you joined the waitlist and agreed. You can withdraw your consent at any time.
• Legitimate interests – to read and reply to messages sent through our contact form, and to keep a record of your waitlist sign-up and consent.

Where we get personal information from

• Directly from you
• From other people, when you forward us a booking confirmation they sent you
• Suppliers and service providers
• Third parties:

  We use AWS Cognito to manage sign-in. When you create an account or sign in, AWS Cognito provides us with your name, email address, phone number, and whether your email address or phone number has been verified. If you subscribe, Stripe (for subscriptions bought on our website) or RevenueCat (for subscriptions bought through the App Store) tells us the status of your subscription.

How long we keep information

We keep your account and the records in it for as long as you have an account. If you close your account, you can restore it for 30 days, and after that it is deleted from our systems. Deleted information can remain in our backups for up to 35 more days before it is overwritten, and earlier versions of photographs and documents for up to 90 days.

A few records are kept after your account is deleted:

• If you paid on our website, Stripe keeps your customer record and invoices, which show your email address and what you paid and when, for six years. UK law requires a company to keep its accounting records for that long.
• If you paid in our iPhone or iPad app, Apple keeps its own record of your purchases under Apple's privacy policy. RevenueCat's record of them is deleted with your account.
• We keep a record that your account was deleted, for 90 days, so that we can answer if you ask whether it was done. It holds your account identifier, the dates, and a code made from your email address with a one-way calculation, not the address itself.

Copies of booking emails you forward, and their attachments, are deleted after 30 days. So is a booking that is still waiting for you to check it.

We keep your suggestions, comments, votes and board name for as long as you have an account. A comment we remove is deleted straight away. A comment we hide is kept, out of sight, until your account is deleted, in case of a complaint about it. Reports are deleted once we have dealt with them. A record of us finding who wrote something is kept until the account concerned is deleted. When your account is deleted, your suggestions, comments, votes and reports are deleted, vote counts on ideas go down, and your board name is retired so that no one else is given it. Ideas we wrote stay on the board.

We no longer take waitlist sign-ups. We delete the waitlist once we have emailed the people on it to say that ManageMyStable is open, and we delete a sign-up sooner if you ask. Messages sent through our contact form are kept in our support mailbox for as long as we need them to deal with your message.

Website analytics data collected via Google Analytics 4 is retained for a period of 14 months before being automatically deleted from Analytics servers.

We keep session recordings for 30 days. PostHog then deletes them automatically.

PostHog keeps product analytics event data for up to 7 years under our current plan. PostHog sets this period, not us.

When you close your account, or ask us to delete your analytics data, we ask Google Analytics and PostHog to delete the data they hold against your account identifier, including any session recordings. We do this by hand, within one month of your request.

For more information on how long we store your personal information or the criteria we use to determine this please contact us using the details provided above.

Who we share information with

Data processors

Others we share personal information with

• Professional or legal advisors
• Relevant regulatory authorities
• Other ManageMyStable account holders, who see your ideas board comments under your board name

Sharing information outside the UK

Where necessary, we will transfer personal information outside of the UK. When doing so, we comply with the UK GDPR, making sure appropriate safeguards are in place.

How to complain

If you have any concerns about our use of your personal information, you can make a data protection complaint to us:

• Online: https://managemystable.com/privacy
• Email: privacy@managemystable.com

You can view our data protection complaints procedure at this link: https://managemystable.com/privacy#complaints-procedure

If you remain unhappy with how we've used your data after raising a complaint with us, you can also complain to the ICO.

The ICO's address:

Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Data protection complaints procedure

We take your privacy seriously and are committed to handling any concerns about how we use your personal information promptly and fairly.

How to make a complaint

You can submit a data protection complaint to us at any time by emailing privacy@managemystable.com. Please include your full name, the email address associated with your account, a clear description of your concern, and any relevant dates or details.

What happens next

• Acknowledgement: We will acknowledge receipt of your complaint within 5 working days.
• Investigation: We will investigate your complaint thoroughly and may contact you for further information if needed.
• Resolution: We aim to provide a full response within 30 days. If your complaint is complex and requires more time, we will let you know and keep you updated.

If you are not satisfied

If you are unhappy with our response, or if we have not responded within 30 days, you have the right to lodge a complaint with the UK's data protection authority:

• Information Commissioner's Office (ICO)
• Website: ico.org.uk/make-a-complaint
• Telephone: 0303 123 1113