Privacy Policy

1. Who we are and the scope of this Policy

TraceHero provides a service that helps a customer locate a mobile phone by its number, but only after the person who holds that number gives explicit consent through an SMS link. In this Policy, "we", "us", and "our" refer to the TraceHero entity that operates the tracehero.com website and delivers the service to you.

This Policy applies to personal data we process about website visitors, registered account holders and paying subscribers, and the individuals whose phone numbers are submitted for a location. It does not cover third-party websites we link to, which run under their own privacy terms.

For the personal data described here, we act as a data controller because we decide why and how that data is processed. Where we handle information strictly on a customer's instructions, we may instead act as a processor, and separate contractual terms then apply.

2. The data we collect

Account and contact data: the email address you register with, any name or password credentials you set, and the messages you send to our support team.

Billing data: when you start the trial or a subscription, our payment provider processes your card. We store only a secure payment token and the last four digits and card type needed to identify the method on file. We never receive or retain your full card number, expiry, or security code.

Location-request data: the phone numbers you submit to be located, any custom text you add to the consent message, and the status and results of each request.

Technical and usage data: the country derived from your IP address, browser and device characteristics, pages viewed, referring campaign, and analytics events describing how you interact with the site.

Communications data: records of emails, tickets, and other correspondence you exchange with TraceHero.

3. The located person's data and consent

We only obtain and share a person's location after they receive our SMS and give explicit, informed consent by following the link it contains. No location is returned to a customer unless that consent has been recorded.

For a located individual we may process the mobile number, the fact and time of consent, and the approximate position produced by the request. We use this information solely to fulfil the specific request and to keep the evidence of consent that the law requires.

If you received a location request and did not want it, or you wish to have your number and any associated records withdrawn or deleted, contact us at support@tracehero.com and we will action your request. You can also decline simply by not consenting to the SMS.

4. How we use your data and our legal bases

To create your account, run location requests, and deliver the results, and to take pre-contract steps you ask for. Legal basis: performance of a contract with you.

To obtain and evidence the consent of the person being located, and to send the analytics and advertising cookies described below. Legal basis: consent, which you may withdraw at any time.

To secure our systems, prevent fraud and abuse, understand which channels bring us customers, and improve the service. Legal basis: our legitimate interests in operating a safe and sustainable business, balanced against your rights.

To meet accounting, tax, consumer-protection, and other regulatory duties, and to respond to lawful requests. Legal basis: compliance with a legal obligation.

5. Advertising and analytics

Paid search is our primary marketing channel, so measuring which campaigns lead to sign-ups is central to how we operate. With your permission we use analytics and advertising tools, including services provided by Google, to attribute visits and conversions.

We implement Google Consent Mode, which adjusts how these tools behave based on the choices you make in our cookie banner. If you decline, measurement runs in a limited, privacy-preserving way and we do not set the associated advertising identifiers.

You can opt in or out of analytics and advertising cookies at any time through the banner or the controls on our cookie page, and your choice takes effect immediately going forward.

6. Cookies and similar technologies

We use strictly necessary cookies to run the site and keep you signed in, and, only with your consent, analytics and advertising cookies to measure performance.

Our Cookie Notice at /cookies explains each category, the providers involved, and typical storage periods, and it lets you review or change your preferences whenever you like.

7. How we share data and our processors

We share personal data with vendors that help us operate, including a payment processor, cloud hosting infrastructure, an email and messaging provider, and analytics services. Each acts under a written contract that limits them to our instructions and requires appropriate safeguards.

We may also disclose data where necessary to comply with law, enforce our terms, or protect the rights, safety, and property of our users, the public, or us, and in connection with a merger, acquisition, or similar business transfer.

We do not sell your personal data, and we do not share it for cross-context behavioural advertising in the sense given to those terms under US state laws. Where such laws apply, we honour verified requests to opt out of any sale or sharing. To exercise this, email support@tracehero.com.

8. International data transfers

Because we serve Europe and the US, your data may be processed in a country other than the one you live in, including the United States. Those countries may not offer the same level of legal protection as your home jurisdiction.

When we transfer personal data out of the European Economic Area or the United Kingdom, we rely on appropriate safeguards such as the European Commission's Standard Contractual Clauses (and the UK Addendum where relevant), together with supplementary measures where needed. You can ask us for more detail using the contact details below.

9. How long we keep data

We retain personal data only for as long as necessary to provide the service, meet the purposes set out in this Policy, and satisfy our legal, accounting, and dispute-resolution obligations, after which we delete or anonymise it.

Location-request records and evidence of consent are kept for the shorter of the period needed to demonstrate lawful processing and any period the law requires. Billing records are retained for the statutory financial-record period.

10. How we protect your data

We apply technical and organisational measures appropriate to the risk, including encryption of data in transit, tokenised payment handling, access controls, and monitoring. No online service can guarantee absolute security, but we work to protect your data and to detect and respond to incidents.

If a personal-data breach is likely to affect your rights, we will notify the relevant supervisory authority and, where required, you, in line with applicable law.

11. Your privacy rights

If the GDPR applies to you, you have the right to access your data; to have it corrected or erased; to restrict or object to certain processing; to receive your data in a portable format; and, where processing relies on consent, to withdraw that consent at any time without affecting prior processing.

If a US state privacy law applies to you, you may have the right to know what personal information we hold and how we use it; to request its deletion; to correct inaccuracies; to opt out of any sale, sharing, or targeted advertising; and to be free from discrimination for exercising these rights. You may use an authorised agent where the law allows.

To make a request, email support@tracehero.com. We will verify your identity before responding, act within the timeframes the law sets, and will not charge a fee except where permitted for excessive or repetitive requests.

12. Children's data

Our service is intended only for adults aged 18 and over, and it is not directed at children. We do not knowingly collect personal data from anyone under 18.

If you believe a minor has provided us with personal data, contact support@tracehero.com and we will delete it promptly.

13. Automated decision-making

We do not make decisions that produce legal or similarly significant effects about you based solely on automated processing without human involvement. Any fraud-prevention checks that use automated signals are reviewed by our team before they materially affect your account.

14. Changes to this Policy

We may update this Policy from time to time to reflect changes in our practices, technology, or the law. When we make material changes, we will revise the date shown above and, where appropriate, notify you by email or through the site.

15. Contact us, our Data Protection point of contact, and complaints

For any privacy question, to exercise your rights, or to reach our data protection point of contact, email support@tracehero.com. Our billing statements appear as TRACEHERO.COM.

If you are in the EEA or the UK and believe we have not resolved your concern, you have the right to lodge a complaint with your local data protection supervisory authority. We would, however, appreciate the chance to address your concern first.