Data processing

For a business's compliance or procurement review: who is responsible for the data in NextUp, what is stored, where it goes and when it's deleted. Our Terms of Service (sections 11, 12 and 19) are the binding agreement.

Roles

Your business controls your customers' data, and NextUp processes it on your behalf, only to provide the service. You decide much of what's kept: whether customers can add a photo, what your intake questions and forms ask, and what your team writes on a client's profile. You're responsible for having a lawful basis and giving customers any notice they need from you.

What we process

• Visits: the name a customer gives and, only if they choose, their mobile number with texting consent, email address and photo; their answers to your intake questions; what they asked for; and when they joined, were called and were served. Text messages with a customer are kept with their visit.
• Client profiles: when a customer leaves a mobile number, your business gets a profile for that number with their name, email if given, visit counts, and anything your team adds, such as notes, tags, a photo, birthdays, pets and dated records like vaccinations.
• Bookings and extras you turn on: appointments, signed forms and waivers, loyalty stamps, gift cards, packages and memberships, and private ratings after a visit.
• Payments: card details are entered with and held by Stripe. NextUp never sees or stores a full card number; for a saved card it keeps only the brand, the last four digits and the expiry date.
• Your account: your team's names, emails, photos and roles, their schedules, hours and pay records, your locations, settings, catalog and branding, and the activity log.

Our commitments

• Use customer data only to provide, secure, support and improve the service, and as the law requires.
• Never sell it, and never use customers' numbers or texting consent for marketing.
• Protect it with the measures on our Security page, including encryption in transit, two-factor sign-in for every account that turns it on, role-based access, an audit trail and encrypted off-server backups.
• Limit access to the people and service providers who need it to run the service.
• Delete it on the schedule below, and when your business is deleted.
• Tell you without undue delay if we become aware of a security breach affecting your customer data, as the law requires.

Subprocessors and location

NextUp's servers and database are in the United States. The outside services that handle data, what each one gets and where, are listed on our subprocessors page, which we update when that list changes.

Retention

Deleted data can remain in our encrypted nightly backups until those backups expire in the ordinary course. To stop the free trial being reused, we keep a one-way hash of an email address that has used one, even after the account is deleted.

Deletion and export

An owner can delete the business from the dashboard at any time, which deletes everything stored for it, including its client profiles. A customer who chose "Remember me" can delete their own profile with "Forget me" on their visit page while their visit is open; any customer can ask us by email at any time, and we delete it on request. A client profile can't yet be deleted from the dashboard, so tell us if a customer asks you. Visit history, insights, the activity log, the payout ledger and the catalog can be exported from the dashboard; for anything else, email us before deleting and we'll give reasonable help.

Questions and requests

Security questionnaires, data requests and questions about this page: support@nextupwalkin.com.