Privacy Policy - GoodHub

This Privacy Policy explains how GoodHub collects, uses, stores and shares personal information when you visit GoodHub.com, register for or use our services, donate, fundraise, create or administer an account, create a Personal Crowdfunder, purchase tickets or participate in other activities through GoodHub.

It also explains the rights you have in relation to your personal information.

WHO WE ARE

GoodHub.com is a trading name of GoodHub Platforms Limited (“GoodHub”, “we”, “us” or “our”).

GoodHub Platforms Limited is a company registered in England and Wales under company number 10702553, with its registered office at 7 Gay Street, Bath, Somerset, BA1 2PH, England.

For the purposes of UK data protection law, GoodHub Platforms Limited is the controller of the personal information described in this Privacy Policy, except where another organisation is identified as the controller.

We are registered with the Information Commissioner’s Office (“ICO”) under registration number ZA290916.

You can contact us about privacy or data protection matters at:

Email: dataprotection@goodhub.com
Post: GoodHub Platforms Limited, 7 Gay Street, Bath, BA1 2PH, England

ABOUT THIS PRIVACY POLICY

It also explains the rights you have in relation to your personal information.

We process personal information in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (“UK GDPR”), the Data Protection Act 2018 and the Privacy and Electronic Communications Regulations (“PECR”), as applicable.

For the purposes of this Privacy Policy:

“Organisation” means a charity, non-profit organisation, community interest company or other organisation using GoodHub.

“Organisation Administrator” means an individual who registers, administers or manages an Organisation’s GoodHub account.

“Personal Crowdfunder” means an individual who registers with GoodHub for the purpose of creating a Personal Crowdfunding page.

“Fundraiser” means an individual who creates or participates in fundraising activity through GoodHub.

“User” means anyone who visits or uses GoodHub, including donors, fundraisers, Personal Crowdfunders, Organisation Administrators, ticket purchasers, event participants and other users of our services.

PERSONAL INFORMATION WE COLLECT

The personal information we collect depends on how you interact with GoodHub and which services you use.

We may collect the following categories of personal information.

Identity and contact information

This may include:

your name;
title;
date of birth;
residential or business address;
email address;
telephone or mobile number; and
other information required to identify or contact you.

Account information

This may include:

your GoodHub account details;
login and authentication information;
account preferences;
marketing preferences;
your relationship with an Organisation or fundraising page; and
information about your use of your GoodHub account.

You are responsible for keeping your login details confidential.

Identity and verification information

Where verification is required, we may collect or obtain information used to establish or confirm your identity, address, contact details, eligibility or other relevant information.

This may include information provided directly by you, information obtained from independent verification providers and information obtained from appropriate third-party or public data sources.

Where additional verification is required, we may ask you to provide documents such as:

a passport or driving licence;
proof of residential address;
bank statements; or
other appropriate evidence.

Mobile telephone and email verification information

For certain services, including Personal Crowdfunding, we may use independent verification providers to validate and assess mobile telephone numbers and email addresses.

This may include information relating to:

whether a telephone number or email address is valid;
whether contact details can be associated with the identity information provided;
identity, fraud, security or risk indicators associated with those details; and
other information provided by verification services which may assist us in identifying potentially fraudulent, compromised, synthetic or otherwise unusual activity.

We do not necessarily receive all information held by the third-party provider and the information available to us may vary according to the service being used.

Banking and payment information

Where you receive funds through GoodHub, we may collect bank account information required to verify the account and make payments.

Where you make a donation, ticket purchase or other payment, payment information is processed by our payment processing partners. We may receive information about the transaction, payment status and limited payment information required to administer the transaction, prevent fraud and deal with refunds or chargebacks.

We do not generally need to hold full payment card details ourselves.

Donations, fundraising and transaction information

We may collect information about:

donations made or received;
fundraising pages and campaigns;
donation amounts;
transaction dates and status;
ticket purchases;
fundraising events;
refunds and chargebacks;
payment failures or attempted transactions;
Gift Aid declarations; and
other activity carried out through GoodHub.

Personal Crowdfunder information and campaign content

If you create a Personal Crowdfunder, we may collect and process information about you and your campaign, including:

the purpose of your campaign;
information about the intended beneficiary;
campaign descriptions and updates;
photographs, videos and other materials you upload;
information you provide in support of your campaign;
verification information; and
information relating to our review or administration of the campaign.

Information you choose to publish on a Personal Crowdfunder page will normally be publicly accessible.

You should therefore avoid publishing personal information that you do not want to be publicly available.

You should also ensure that you have the appropriate permission before publishing personal information, photographs, videos or other information relating to another person.

Organisation and Organisation Administrator information

If you register or administer an Organisation, we may collect:

your name and contact information;
your role or relationship with the Organisation;
information about the Organisation;
bank account details;
information required for verification and due diligence;
relevant information obtained from public registers or other appropriate sources; and
correspondence relating to the Organisation and its account.

Communications

We may collect and retain communications between you and GoodHub, including:

emails;
support requests;
correspondence;
information submitted through online forms;
messages sent through GoodHub; and
records of complaints or disputes.

Telephone call recordings

We may record telephone calls to and from GoodHub.

We use recordings for purposes including service quality, training, compliance and maintaining accurate records.

Call recordings are normally retained for up to 24 months, although we may retain a recording for longer where reasonably required for legal, regulatory, compliance, fraud investigation or dispute-resolution purposes.

Where appropriate, callers will be informed that a call may be recorded.

Technical and usage information

When you access GoodHub, we may automatically collect technical information such as:

IP address;
browser and device information;
operating system;
pages viewed;
login and activity information;
date and time of access;
referring pages or websites;
interaction with our services;
cookie and similar technology information; and
information relating to the security and operation of our services.

Fraud, security and compliance information

We may generate or receive information relating to potential fraud, financial crime, security incidents, misuse of GoodHub or breaches of our Terms and Conditions.

This may include:

verification results;
fraud or risk indicators;
payment-provider or acquiring-bank alerts;
information relating to chargebacks or unauthorised payments;
information about suspicious or unusual activity;
records of compliance reviews;
information provided by verification or fraud-prevention services; and
decisions and correspondence relating to investigations, restrictions, suspensions or account closures.

A fraud or risk indicator does not necessarily mean that fraudulent or unlawful activity has taken place. We may consider a range of relevant information before deciding whether further review or action is appropriate.

SPECIAL CATEGORY INFORMATION

Some information voluntarily provided to GoodHub may constitute “special category” personal data under data protection law.

For example, the circumstances described on a Personal Crowdfunder page may include information about a person’s health.

Please consider carefully before including sensitive personal information in any publicly accessible fundraising page.

Where we process special category personal information, we will do so only where we have both a lawful basis under the UK GDPR and an appropriate additional condition for processing that information under applicable data protection law.

This may include circumstances where you have explicitly consented to the processing or where you have manifestly made the information public, where applicable.

HOW WE COLLECT PERSONAL INFORMATION

We may obtain personal information:

directly from you;
when you create or use a GoodHub account;
when you donate, fundraise, purchase a ticket or otherwise use GoodHub;
from Organisations with which you are associated;
from donors, fundraisers or other users where appropriate;
from payment processors, acquiring banks and banking partners;
from identity, contact and verification providers;
from fraud-prevention and security providers;
from publicly available registers and databases;
from regulatory or governmental bodies where appropriate;
through cookies and similar technologies; and
from our own systems through your use of GoodHub.

Where we obtain personal information from third parties, we will process that information in accordance with applicable data protection law.

HOW WE USE YOUR PERSONAL INFORMATION

We may use personal information for the following purposes.

Providing and administering GoodHub

We use personal information to:

create and administer accounts;
provide GoodHub’s services;
process donations and other transactions;
operate fundraising pages;
administer Personal Crowdfunders;
administer ticket purchases and events;
communicate with users;
provide customer support;
transfer funds to verified recipients; and
maintain accurate records.

Identity, bank account and eligibility verification

We may use personal information to:

verify identities;
verify addresses and contact details;
verify bank account ownership or suitability;
confirm eligibility to use particular GoodHub services; and
undertake additional verification where necessary.

Fraud, financial crime and security

We use personal information where appropriate to prevent, detect, investigate and respond to:

fraudulent or deceptive fundraising;
payment or card fraud;
money laundering or other financial crime;
misuse of stolen or false identities;
unauthorised payments;
chargeback abuse;
misuse of GoodHub;
security threats;
prohibited activity; and
breaches or suspected breaches of our Terms and Conditions.

We may also use information to protect donors, fundraisers, Organisations, Personal Crowdfunders, GoodHub and our payment, acquiring and banking partners.

Where concerns arise, we may carry out additional checks or reviews and may request further information.

Personal Crowdfunder verification and review

If you register as a Personal Crowdfunder, we may use information you provide together with information obtained from independent third-party verification providers and other appropriate data sources to:

verify your identity;
validate and verify your mobile telephone number and email address;
verify your bank account;
assess fraud, security and financial crime risk;
review campaign information and content;
determine whether additional information or verification is required; and
administer any appropriate restriction, review, suspension or payment control.

Where verification cannot be completed or where information or activity gives rise to concerns, we may request additional information or documentation, undertake further review, restrict or suspend fundraising or transfers, or take other proportionate security, fraud-prevention or compliance action.

Reviewing fundraising content

We may use automated systems and manual review to assess fundraising content and imagery for compliance with our Terms and Conditions and policies.

This may include identifying content that may warrant further review because of potential:

fraud or deception;
misleading or inconsistent information;
financial crime;
prohibited content;
safety concerns;
credibility or trust concerns; or
other potential misuse of GoodHub.

The identification of a concern by an automated system does not by itself necessarily mean that we have concluded that fraud or other wrongdoing has occurred.

Payments, refunds and chargebacks

We may use information to:

process and reconcile payments;
distribute funds;
investigate failed or unusual transactions;
administer refunds;
respond to chargebacks;
investigate potentially unauthorised transactions; and
cooperate with payment processors, acquiring banks and card issuers.

Gift Aid

Where applicable, we may process information relating to Gift Aid in order to:

administer Gift Aid declarations;
prepare or facilitate Gift Aid claims;
check eligibility and accuracy;
prevent fraudulent or improper claims;
maintain appropriate records; and
communicate or cooperate with HM Revenue & Customs where appropriate.

Compliance and legal obligations

We may process personal information to:

comply with applicable laws;
respond to lawful requests;
establish, exercise or defend legal claims;
investigate complaints or disputes;
cooperate with regulators, law enforcement agencies and other competent authorities;
comply with requirements imposed by payment, acquiring or banking partners where appropriate; and
maintain appropriate compliance and audit records.

Improving and protecting GoodHub

We may use information to:

maintain and improve our website and services;
develop new functionality;
analyse how users interact with GoodHub;
diagnose technical problems;
protect accounts and systems;
monitor performance;
undertake statistical analysis; and
understand how our services are used.

Where reasonably possible, we use aggregated or anonymised information for analytics and reporting.

Marketing and communications

We may use your contact details to communicate with you about GoodHub and our services where permitted by law.

Where consent is required, we will obtain it before sending marketing communications.

Where the law permits us to rely on legitimate interests for particular communications, we may do so provided your rights and interests do not override those interests.

You can opt out of marketing communications at any time by using an unsubscribe facility where provided or by contacting us.

Service, account, security, transactional and compliance communications are not marketing communications and you may continue to receive them where necessary for us to provide or administer the service.

OUR LAWFUL BASES FOR PROCESSING

We only process personal information where we have an appropriate lawful basis.

Depending on the circumstances, we may rely on:

Contract

Where processing is necessary to enter into or perform a contract with you, including providing the GoodHub services you have requested.

Legal obligation

Where processing is necessary for us to comply with an applicable legal or regulatory obligation.

Legitimate interests

Where processing is necessary for our legitimate interests or those of a third party and those interests are not overridden by your rights and interests.

Our legitimate interests may include:

providing, administering and improving GoodHub;
preventing and detecting fraud, financial crime and misuse;
protecting donors, fundraisers, Organisations and Personal Crowdfunders;
protecting the security and integrity of our systems;
verifying users and payment recipients;
protecting GoodHub from financial and reputational harm;
investigating complaints and disputes;
maintaining appropriate business records; and
communicating with users about relevant services where permitted by law.

Consent

Where you have given us consent to process information for a particular purpose, including certain marketing communications, non-essential cookies or particular uses of sensitive personal information where consent is the appropriate basis.

Where we rely on consent, you may withdraw it at any time. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn.

AUTOMATED PROCESSING AND PROFILING

GoodHub and its service providers may use automated systems to assist with:

identity and contact verification;
fraud and security screening;
payment monitoring;
assessing risk indicators;
campaign and content review; and
identifying activity requiring further investigation.

Automated systems may generate verification outcomes, alerts or risk indicators which may be considered alongside other relevant information.

Some GoodHub controls may operate automatically when defined conditions are met. For example, a Personal Crowdfunder Page may be automatically paused where applicable verification requirements have not been completed by a specified fundraising threshold.

Automated content review may also be used to identify campaigns requiring further review. GoodHub does not treat writing style or presentation alone as definitive evidence that a campaign is fraudulent.

Where applicable law gives you rights in relation to a decision based solely on automated processing which produces legal or similarly significant effects, you may contact us to exercise those rights, including any applicable right to request human review or challenge the decision.

WHO WE SHARE PERSONAL INFORMATION WITH

We may share personal information where reasonably necessary with the following categories of recipient.

Payment and banking providers

This may include:

payment processors;
acquiring banks;
banking partners;
payment service providers; and
card issuers or payment networks where appropriate.

Identity, verification, fraud-prevention and security providers

We may provide information to and receive information from third-party providers that assist us with:

identity verification;
address verification;
mobile and email verification;
bank account verification;
fraud prevention;
financial crime risk assessment; and
security.

Organisations and fundraisers

Where you donate or participate in fundraising activity, we may share information with the relevant Organisation or fundraiser where necessary to administer the donation, fundraising activity, event or other service.

For example:

an Organisation may receive information needed to administer a donation or ticket purchase;
a fundraiser may be able to see the name you choose to display and the amount donated; and
where you choose to share contact information with a fundraiser or Organisation, we may provide that information for the purpose you selected.

We do not provide your full payment card details to fundraisers or recipient Organisations.

Service providers

We may use trusted service providers to support our operations, including providers of:

website and cloud hosting;
software and IT infrastructure;
customer relationship management;
communications and email;
telephony;
analytics;
customer support;
cybersecurity; and
professional and technical services.

These providers may process personal information on our behalf where necessary to provide their services.

Professional advisers

We may disclose information to professional advisers including lawyers, accountants, auditors, insurers and other advisers where reasonably necessary.

Government, regulators and law enforcement

Where required or appropriate, we may disclose information to:

HM Revenue & Customs;
regulators;
courts;
law enforcement agencies;
governmental bodies; and
other competent authorities.

We may do this where required by law or where appropriate in connection with fraud, financial crime, Gift Aid, security, legal proceedings or other legitimate compliance matters.

Corporate transactions

If GoodHub or substantially all of its business or assets is acquired, reorganised or transferred, personal information may be disclosed to relevant prospective purchasers, advisers or other parties as appropriate, subject to applicable data protection requirements.

FRAUD AND FINANCIAL CRIME INVESTIGATIONS

Where GoodHub identifies or receives information suggesting potentially fraudulent, illegal or improper activity, we may process relevant personal information in order to investigate and protect GoodHub and its users.

This may include reviewing:

accounts;
verification information;
fundraising campaigns;
transactions;
payment information;
correspondence;
fraud or security alerts; and
other information reasonably relevant to the investigation.

We may preserve relevant records and share information with appropriate payment providers, banking partners, verification providers, professional advisers, regulators, law enforcement agencies or other competent authorities where required or appropriate.

We are not required to disclose confidential fraud-detection methods, security controls, risk indicators, reports or investigation procedures where doing so could undermine our security or fraud-prevention measures, prejudice an investigation or be unlawful.

INTERNATIONAL TRANSFERS

Some of our service providers may process personal information outside the United Kingdom.

Where personal information is transferred internationally and applicable data protection law requires additional safeguards, we will take appropriate steps to ensure that the information remains protected.

Depending on the destination and circumstances, these measures may include:

relying on applicable UK adequacy regulations;
using the UK International Data Transfer Agreement;
using the UK Addendum to approved contractual clauses; or
using another lawful transfer mechanism or safeguard.

Where required, we will also undertake appropriate assessments relating to the protection of information transferred internationally.

HOW LONG WE KEEP PERSONAL INFORMATION

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected and to meet applicable legal, regulatory, contractual, fraud-prevention, tax, accounting and operational requirements.

Different categories of information may therefore be retained for different periods.

When determining an appropriate retention period, we may consider:

the nature and sensitivity of the information;
the purpose for which it is processed;
the duration of our relationship with you;
applicable legal or regulatory requirements;
potential disputes or legal claims;
fraud and security requirements; and
requirements of our payment, acquiring or banking partners.

Call recordings are normally retained for up to 24 months unless a longer period is reasonably required for legal, regulatory, compliance, fraud-investigation or dispute-resolution purposes.

Where personal information is no longer required, we will delete or anonymise it where appropriate.

SECURITY

We use appropriate technical and organisational measures designed to protect personal information against accidental or unlawful loss, alteration, disclosure, access, destruction or misuse.

Access to personal information is restricted to employees, contractors and service providers who need access for legitimate business purposes and who are subject to appropriate confidentiality and security obligations.

No system or method of transmission over the internet can be guaranteed to be completely secure. Users should therefore take appropriate care when transmitting information online and should protect their account credentials.

COOKIES AND SIMILAR TECHNOLOGIES

GoodHub uses cookies and similar technologies to operate and improve our website and services.

Cookies may include:

Strictly necessary cookies

These are required for the website or service to function, including security, authentication and account functionality.

Strictly necessary cookies do not require consent where they meet the applicable legal requirements.

Analytics and performance cookies

These help us understand how visitors use GoodHub, identify errors and improve our services.

Functionality cookies

These enable us to remember choices and preferences and provide enhanced functionality.

Advertising or targeting cookies

Where used, these may help us understand the effectiveness of advertising or provide relevant content and may involve third-party services.

We will seek consent before placing or accessing non-essential cookies where required by law.

You can manage your cookie preferences through the cookie controls provided on our website and through your browser settings.

Withdrawing consent does not affect strictly necessary cookies required for the operation and security of the service.

YOUR DATA PROTECTION RIGHTS

Depending on the circumstances, you may have the following rights under data protection law.

Right of access

You may ask us for confirmation of whether we process your personal information and request a copy of personal information we hold about you.

Right to rectification

You may ask us to correct personal information that is inaccurate or complete information that is incomplete.

Right to erasure

In certain circumstances, you may ask us to delete your personal information.

This right is not absolute. We may need to retain information where we have an overriding lawful reason to do so, including legal, regulatory, fraud-prevention, tax, accounting or legal-claims requirements.

Right to restriction

In certain circumstances, you may ask us to restrict how we use your personal information.

Right to object

Where we rely on legitimate interests, you may have the right to object to our processing.

We will stop processing unless we have appropriate grounds to continue or the processing is required for the establishment, exercise or defence of legal claims.

You have the right to object to the use of your personal information for direct marketing at any time.

Right to data portability

In certain circumstances, you may have the right to receive personal information you provided to us in a structured, commonly used and machine-readable format or ask us to transfer it to another organisation.

Rights relating to automated decision-making

You may have rights relating to certain decisions made solely using automated processing where the decision has a legal or similarly significant effect on you.

Where those rights apply, they may include the ability to request human intervention, express your point of view and challenge the decision.

Right to withdraw consent

Where we rely on your consent, you may withdraw that consent at any time.

Exercising your rights

To exercise any of your rights, please contact:

dataprotection@goodhub.com

We may need to verify your identity before responding to a request.

Some rights are subject to exemptions and limitations under applicable data protection law.

COMPLAINTS

If you have concerns about how GoodHub handles your personal information, please contact us first so that we can investigate.

You also have the right to make a complaint to the Information Commissioner’s Office, the UK supervisory authority for data protection.

Information about how to contact the ICO is available at ico.org.uk.

PERSONAL INFORMATION RELATING TO OTHER PEOPLE

If you provide GoodHub with personal information about another person, you should ensure that you are entitled to provide that information and, where appropriate, that the person understands how their information may be used.

This is particularly important when:

creating fundraising pages for or about another person;
publishing photographs or videos containing other people;
providing information about beneficiaries;
administering an Organisation; or
providing information relating to other individuals as part of verification, compliance or support communications.

PUBLIC INFORMATION

Certain GoodHub services are designed to make information publicly available.

For example, information published on fundraising pages, Organisation pages and Personal Crowdfunder Pages may be visible to anyone using the internet and may be shared through social media, search engines and other services.

You should not publish information that you do not want to be publicly accessible.

Even after information is removed from GoodHub, copies may remain available through search engines, social media, third-party websites, archives or information previously downloaded or shared by other users, which may be outside GoodHub’s control.

THIRD-PARTY WEBSITES AND SERVICES

GoodHub may contain links to websites or services operated by third parties.

GoodHub is not responsible for the privacy practices of independent third parties. When you leave GoodHub or use a third-party service, you should review that provider’s privacy information.

Where a third party processes information on GoodHub’s behalf as our processor, we require appropriate contractual and data protection safeguards.

PERSONAL DATA BREACHES

GoodHub maintains procedures for identifying, assessing and responding to personal data breaches.

Where a personal data breach is required to be reported to the Information Commissioner’s Office or communicated to affected individuals under applicable data protection law, we will do so within the applicable legal requirements.

CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy from time to time to reflect changes to:

our services;
the ways in which we process personal information;
our service providers;
our fraud, security and verification controls;
applicable law or regulatory guidance; or
our business operations.

The latest version will be published on GoodHub.com and the date of the most recent update will be shown at the top of the policy.

Where appropriate, we may also notify users of material changes through GoodHub or by email.

CONTACT US

If you have any questions about this Privacy Policy, our use of personal information or your data protection rights, please contact:

Data Protection GoodHub Platforms Limited 7 Gay Street Bath BA1 2PH England

Email: dataprotection@goodhub.com

Last Updated: 13th August 2026