PlanUp Privacy Policy

Last updated: 29 October 2026

Who this policy covers

This policy applies worldwide, wherever you live or use PlanUp. It explains how Prototec Software Ltd, trading as PlanUp, uses personal information in connection with the PlanUp applications, websites, accounts and support services.

The protections and rights required by the laws that apply to your information continue to apply. Where local law gives you additional rights or requires different handling, those requirements take precedence over this policy. References below to the United Kingdom or the European Economic Area (EEA, including the EU) explain particular requirements; they do not exclude people in other countries.

Prototec Software Ltd is responsible for personal information used to manage its customer relationships and operate its services. Our head office is Unit 214, Filwood Green Business Park, Filwood Park Lane, Bristol, BS4 1ET, United Kingdom. Contact support@planup.co.uk about privacy.

Where a customer uses PlanUp to process information about other people on its behalf, that customer is responsible for its own use of the information and the privacy information it gives those people. If your enquiry concerns a survey carried out by another organisation, you can contact that organisation or ask us to help direct your request.

Tester diagnostics and people at a property

Scanner tester diagnostics have a separate Tester and occupant privacy notice. Read it before diagnostic collection. It explains diagnostic logs, optional video, uploads, recipients, processing locations, retention and the rights of testers and affected occupants. The ordinary-service information below does not replace that notice.

What information does PlanUp obtain?

Information you provide

The information we receive depends on the features you use. It includes:

• Account and contact information, such as your email address, sign-in information, country, name, business and billing details.
• Purchase and transaction information, such as subscriptions, invoices, payment details and payment status.
• Information you send when contacting us for help, including correspondence and information needed to investigate your enquiry.
• Information you enter or upload when using PlanUp, such as floor plans, property details, photographs and customer or project contact information.

You can use some features without registering. Other features require an account or particular information to work, such as an email address for account access or billing details for a purchase. If you do not provide required information, we may be unable to provide the relevant feature or service.

Information about you may also come from the customer or survey organisation using PlanUp, or from a payment service or app store in connection with a purchase. Please avoid entering personal information that is not needed for your work.

Automatically collected information

When you use our applications or websites, technical information may include your device type and identifiers, IP address, operating system, browser, app version and information about use of the service. We use this information to operate the service, provide support, investigate faults and protect accounts and systems.

Website measurement and advertising technologies can also collect cookie identifiers, pages visited and activity on those pages. The cookies section below explains the Google and Meta technologies used on other PlanUp website pages.

Property and location information

Property addresses, floor plans, photographs and other information you enter or upload can identify a property and may relate to its occupants. This is separate from precise device GPS location and should not be treated as anonymous information.

How and why do we use personal information?

The purposes below describe our use of information worldwide. Where UK or EEA data protection law applies, the legal basis depends on the purpose:

• Providing the service: we use account, purchase and service information to take steps you request before a contract and to perform our contract with you. This includes providing account access, processing purchases and delivering the features and support you request.
• Operating and protecting PlanUp: we rely on legitimate interests to manage business customer relationships, respond to enquiries, investigate faults, prevent misuse and keep our services secure. Those interests are providing a reliable service and protecting our customers and business. We must consider the effect on your rights and interests.
• Legal obligations: we use information where needed to meet obligations such as accounting, tax and responding to lawful requests.
• Marketing: we use contact information to tell you about PlanUp where permitted by law, relying on consent where required or our legitimate interest in promoting our services where permitted. You can stop marketing at any time, as explained below.
• Website measurement and advertising: Google and Meta technologies help us understand website use and measure advertising results. Consent is required for advertising tracking and for other non-exempt uses of cookies or similar technologies. Reading this policy does not give that consent.

Where we rely on consent, you can withdraw it at any time. Withdrawal does not affect the lawfulness of processing before it was withdrawn. Using PlanUp or reading this policy is not, by itself, consent to optional processing.

Other countries' laws may require consent or impose different conditions for these activities. Those requirements also apply; a legal basis available under UK or EEA law does not override them. If consent is required, the information provided when asking for it should explain the choice and any consequences of declining or withdrawing it.

Who can receive personal information?

We share information as needed for the purposes described above with:

• Service providers supporting hosting, storage, email delivery, customer support and other service operations.
• Payment services and app stores involved in your purchases. Their own privacy information also explains how they use information for their purposes.
• People or organisations you choose to share information with through PlanUp.
• Google and Meta for website measurement and advertising, as described in the cookies section below.
• Professional advisers, regulators or authorities where needed to meet legal obligations, establish or defend legal claims, investigate fraud, or protect people's rights and safety.

Providers processing personal information on our behalf must act under appropriate instructions and confidentiality and security requirements. If Prototec Software Ltd is involved in a merger, acquisition or sale of assets, information may be shared as part of that process. We will explain material changes to the use of your information and any choices you have where required.

International processing and transfers

PlanUp is based in the United Kingdom. Personal information may also be processed in other countries where our service providers operate. Those countries may have different data protection laws from the country where you live.

International processing must meet the requirements of the laws that apply to your information, including any required transfer safeguards, assessments, local storage requirements or specific consent. Where UK or EEA law requires safeguards for a transfer, the transfer must be covered by an applicable adequacy decision, approved contractual safeguards or another legally permitted mechanism. Requirements under other applicable laws must also be met, including for onward transfers. Using PlanUp or reading this policy is not, by itself, consent to an international transfer.

Contact support@planup.co.uk for information about the processing countries and safeguards relevant to your information, including how to obtain a copy of applicable safeguards.

Your choices and privacy rights worldwide

Marketing and optional processing

You can ask us to stop direct marketing at any time by using an unsubscribe option in a marketing message or emailing support@planup.co.uk. We will still send service messages needed for your account, purchases or security. Uninstalling an application stops collection by that installed copy; it does not delete information already uploaded or cancel a subscription.

Your right to object

Where UK or EEA law applies, you can object to processing based on legitimate interests for reasons relating to your situation. We will stop that processing unless applicable law allows us to continue, for example because of compelling legitimate grounds or legal claims. You can object to direct marketing at any time, including related profiling, and we will stop using your information for that purpose.

Other rights

Depending on applicable law and the circumstances, you may have the right to:

• Find out whether we process your information, ask for access and a copy, and obtain information about its sources, uses and recipients.
• Have inaccurate or incomplete information corrected.
• Request deletion, anonymisation or restriction of your information where the relevant legal conditions apply.
• Receive information you have provided in a portable format, where the legal conditions for data portability apply.
• Withdraw consent where processing relies on it.
• Object to processing, or opt out of targeted advertising, sale or sharing of personal information, or certain profiling, where local law provides those rights.
• Request information about, or review of, a decision made solely by automated processing where the relevant law provides this right.
• Exercise your privacy rights without unlawful discrimination or retaliation.

Terms such as sale, sharing and targeted advertising have specific meanings under some laws and can include advertising disclosures even where no money is paid for the information. The cookies section below identifies the website advertising services and available choices. The rights listed here depend on the applicable law and do not mean that PlanUp carries out every type of processing mentioned.

We accept privacy questions and requests from people in any country at support@planup.co.uk. You do not need a PlanUp account. Give enough information to help us identify the records. Where permitted and necessary for the type of request, we may ask for proportionate verification to protect your information and other people's rights. You may use an authorised representative where local law permits; we may need to check their authority.

We normally respond to UK and EEA rights requests within one calendar month, subject to permitted exceptions or extensions, which we will explain where applicable. For requests under other laws, the applicable local time limits apply, including any shorter limits for particular requests. If we cannot fulfil a request, we will explain the reason and any available appeal or complaint route. Where local law gives you a right to appeal our decision, contact us at the same address and say that you wish to appeal.

Data retention and deletion

We keep information you provide while needed to supply the service and manage your account. After that, retention depends on the purpose: for example, outstanding purchases or support enquiries, accounting and tax obligations, and establishing or defending legal claims. We delete information or make it anonymous when it is no longer needed for those purposes.

Our ordinary-service retention policy for automatically collected information is up to 24 months. After that, we may retain anonymous aggregate information. This period does not set the retention of account, purchase or customer-uploaded information, or tester diagnostics.

You can request deletion by contacting support@planup.co.uk. Deletion can prevent features that depend on the information from working. We may need to retain some records to meet legal obligations or deal with legal claims, and backup or recovery copies may remain until their applicable retention periods end. We will explain any limits relevant to your request.

Children

PlanUp is not directed at children, and we do not knowingly solicit personal information from, or market to, children under 13. Local laws may protect older children or require a parent or guardian's involvement at a different age; the reference to 13 does not override those requirements. If you believe a child's information has been collected or used improperly, contact support@planup.co.uk so we can investigate and take appropriate action, including deletion where required.

Security

We use physical, electronic and procedural safeguards to protect personal information. Access is limited to authorised employees and contractors who need it for their work. No security system can prevent every possible breach.

Cookies and this privacy page

This privacy page does not load advertising or analytics scripts and does not require you to accept tracking to read it. Other PlanUp website pages include Google Analytics to understand website visits, Google Ads tags to measure advertising conversions, and Meta (Facebook) Pixel to record visits and measure advertising results.

These technologies can send information about your browser or device, cookie identifiers, IP address and page activity to Google or Meta. Their use of information and available privacy controls are explained in Google's information about partner sites and the Meta Privacy Policy.

Where a page provides cookie controls, use them to manage optional categories and change your choices. You can also block or clear cookies through your browser and use the providers' privacy controls. Contact us if you need help with a choice or withdrawal request. Browser settings are additional choices; they do not replace any requirement for us to obtain consent before tracking begins.

Questions and complaints

Contact support@planup.co.uk or write to our head office above if you have a privacy question or complaint. We will acknowledge a data protection complaint within 30 days, investigate it, keep you informed and explain the outcome without undue delay.

You can also complain to a data protection regulator. In the UK, contact the Information Commissioner's Office (ICO). In the EEA, you can complain to the supervisory authority where you live, work or where an alleged infringement occurred; the European Data Protection Board lists those authorities. In other countries, local law may provide a right to complain to your local privacy regulator. Contacting us does not remove your right to contact a regulator.

Changes to this policy

We will post updates here and change the date above. Where required, we will explain material changes before using information for a new purpose and obtain consent if needed. Continued use of PlanUp is not blanket agreement to new uses of your personal information.