Updated 17 apr 2021
The types of personal information we collect and hold
We collect personal information about our users in order provide our products, services, and customer support. Our products, services, and customer support are provided through many platforms including but not limited to: websites, phone apps, email, and telephone. The specific platform and product, service, or support you interact with may affect the personal data we collect.
How we collect personal information
Information that you specifically give us
While you use our products and services you may be asked to provide certain types of personal information. This might happen through our website, applications, online chat systems, telephone, paper forms, or in-person meetings. We will give you a Collection Notice at the time, to explain how we will use the personal information we are asking for. The notice may be written or verbal.
We may request, collect, or process the following information:
Account Details – username, password, profile picture.
Contact Details – email address, phone number.
Location Details – physical address, billing address, timezone.
Identity Details – full name, proof of identity (e.g. drivers licence, passport), proof of address (e.g. utility bill), photograph of the user.
Financial Information – credit card details, wire transfer details, payment processor details (e.g. skrill, paypal), tax numbers.
User Generated Content – project descriptions and attachments, bid description, user profiles, user reviews, contest descriptions and attachment, user messages etc.
Information that we collect from others
Users have the ability to invite non-users to our platform by providing contact details such as email address. In these situations, the information will be collected and stored by us to contact the non-user and to prevent abuse of the invite systems.
Your payment provider may transmit information about the payment that we may collect or process.
In some situations, personal information of users may be collected from public sources.
We may collect or process the following information:
Basic Details – username, profile picture.
Location Details – Physical Address, billing address, timezone.
Financial Information – payment account details (e.g. paypal email address and physical address), and wire transfer details.
List of contacts – email provider address book.
User Generated Content – user profile.
Information we collect as you use our service
We maintain records of the interactions we have with our users, including the products, services and customer support we have provided. This includes the interactions our users have with our platform such as when a user has viewed a page or clicked a button.
In order to deliver certain products or services we may passively collect your GPS coordinates, where available from your device. Most modern devices such as smartphones will display a permission request when our platform requests this data.
When we are contacted we may collect personal information that is intrinsic to the communication. For example, if we are contacted via email, we will collect the email address used.
Metadata – IP address, computer and connection information, referring web page, standard web log information, language settings, timezone, etc.
Device Information – device identifier, device type, device plugins, hardware capabilities, etc.
Location – GPS position.
Actions – pages viewed, buttons clicked, time spent viewing, search keywords, etc.
Links to other sites
How we use personal information
The information we request, collect, and process is primarily used to provide users with the product or service they have requested. More specifically, we may use your personal information for the following purposes:
to provide the service or product you have requested;
to facilitate the creation of a User Contract (see Terms of Service for more information);
to provide technical or other support to you;
to answer enquiries about our services, or to respond to a complaint;
to promote our other programs, products or services which may be of interest to you (unless you have opted out from such communications);
to allow for debugging, testing and otherwise operate our platforms;
to conduct data analysis, research and otherwise build and improve our platforms;
to comply with legal and regulatory obligations;
if otherwise permitted or required by law; or
for other purposes with your consent, unless you withdraw your consent for these purposes.
The ‘lawful processing’ grounds on which we will use personal information about our users are (but are not limited to):
when a user has given consent;
when necessary for the performance of a contract to which the user is party;
processing is necessary for compliance with our legal obligations;
processing is necessary in order to protect the vital interests of our users or of another natural person.
processing is done in pursuing our legitimate interests, where these interests do not infringe on the rights of our users.
We use automated decision when helping matching users to jobs. The primary way this occurs is through how we rank users. These rankings are produced by analysing user generated content, user activity and the outcome of jobs; in this context, user generated content will include reviews that users receive when completing jobs. More information on these ranking guides can be found in our community articles. Automated decision making is also used to recommend potential jobs to our users and as a part of our marketplace security systems.
When we disclose personal information
Our third party service providers
The personal information of users may be held, transmitted to or processed on our behalf, by our third party service providers. Our third party service providers are bound by contract to only use your personal information on our behalf, under our instructions.
Our third party service providers include:
Cloud hosting, storage, networking and related providers
Payment and banking providers
Marketing and analytics providers
Other disclosures and transfers
We may also disclose your personal information to third parties for the following purposes:
if necessary to provide the service or product you have requested;
we receive court orders, subpoenas or other requests for information by law enforcement;
for other purposes with your consent.
As our presence is around the world, your personal information may be processed by our offices.
Human review of automated decision making / profiling – In the case of our ranking algorithms, it is not possible to exercise this right as this ranking is a fundamental part of the marketplace that users participate in, opting out would mean not being able to participate in the marketplace. Decisions affecting marketplace security are already reviewed by humans.
Direct marketing and profiling – users can control what emails they receive through their settings page.
Erasure – Most personal information and user generated content cannot be deleted as they are used to support contracts between users, document financial transactions, and are used in providing protecting other legitimate users of the marketplace. In the case of non-personal data that can be linked with personal data, it will either be erased or otherwise anonymised from the personal data.
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