Email us from the address on your account and say what you need. We'll confirm it's you and take it from there.
Email privacy@passwave.com →1. What you can ask for
A copy of your data
Everything we hold tied to your account - which is a short, dull list.
Correct something
Fix an answer that's wrong, usually by re-running a verification.
Delete it all
Remove your answers, your hashes, and the ID details we hold, and close the account.
Press pause
Ask us to hold your data but stop using it while a dispute or correction is worked out.
Tell us to stop
Object to any processing we base on our legitimate interests. We stop unless the law says we can continue, and if it does we tell you why.
2. How to make a request
Email our data protection team from the address on your account, telling us which of the rights above you want to exercise. That's the whole form - no template, no notarised anything.
3. Proving it's you
We check that a request comes from the email address on the account, and we may ask you to confirm it from there before we act. Knowing facts about someone proves nothing, so we don't check a request that way: reciting a date of birth or a document number will not get us to act on an account.
We will never ask you to email us a document to "confirm your identity".
4. Response times
A request gets an acknowledgement within 3 working days and a full response within one calendar month, the statutory limit, usually much sooner. If a request is unusually complex we can extend that by up to two further months, and we'll tell you why before we do.
There's no charge for a reasonable request. If one is repetitive or excessive we may decline it and explain why, as the law allows.
5. On someone's behalf
Acting for a child, or under a power of attorney? Email us and we'll walk you through what we need to act safely. Because verification requires the account holder's own device and document, some actions can only be completed with access to that device.
For a deceased person's account, contact us with the details and we'll handle closure with care.
6. What we can't hand over
We can only give you what we have. The details your ID proved are in that list, so a copy request returns them. Your document number is not: we keep it only as a one-way hash, and your selfie and document images are already gone. We can tell you which services you have shared with in the last 90 days and which of them asked about you in the last two years: the same list the app shows you. We cannot tell you which websites you visited, because we never see that. If a check was refused because you're under 16, the details it read were deleted straight away. All we hold is the date you turn 16, and a copy request returns it. If it showed you were under 13, the whole account is deleted within a day of the refusal, and after that there is nothing to return.
If we ever have to keep a minimal billing record to satisfy tax law, we'll tell you exactly what it is when you ask to delete. Everything else goes.
7. If you're not happy
You can complain to the Information Commissioner's Office, the UK's data protection regulator, at ico.org.uk, or to your local supervisory authority if you're in the EU. We'd like the chance to put it right first, but you don't need our permission, and complaining costs nothing. Contact:
Passwave Ltd · 20 Wenlock Road, London N1 7GU · Registered in England, no. 17354253