This notice explains how personal data is handled in Tandem: on our website, in the Office app and in the Mobile app.
1. Who we are
Tandem is a trading name of Ryan Daynes, a sole trader based in England. Our business address is published on our Legal page at https://app.tandemops.net/legal. For anything in this notice, email privacy@tandemops.net.
2. Two different roles
Businesses use Tandem to run their work. Each business (a "Company") controls the records it keeps in Tandem: its customers and sites, quotes, jobs, schedules, clocking, job evidence, messages, invoices, and any location or safety records. For those records the Company is the controller and we are its processor. We handle them only on the Company's instructions, under our Data Processing Addendum. If you are a worker, or a customer of a Company, ask that Company about those records, its lawful basis and how long it keeps them.
We are the controller for our own records: user accounts and sign-in, subscriptions and billing, our website, support conversations, and the security records that keep Tandem safe. The rest of this notice is about those records.
3. What we collect and why
Account and sign-in. Your name, email address, phone number if you add one, password (stored only as a secure one-way hash), multi-factor authentication settings, the sign-in method you use (including Apple, Google or Microsoft), and session and device records. We use these to create your account, sign you in and keep it secure. Lawful basis: our contract with your Company to provide Tandem, and our legitimate interest in running a secure service.
Company membership. Which Companies you belong to, and your role and permissions in each. We use these to decide what you can see and do. Lawful basis: our legitimate interest in controlling access, and our contract with your Company.
Subscriptions and billing. The business name, billing contact, address, VAT number, plan, number of field workers and payment status. Card details are collected and held by Stripe, not by us. We use these to charge for Tandem and keep tax records. Lawful basis: contract, and legal obligation.
Support. What you send us, and the details we need to help. Lawful basis: our legitimate interest in supporting our customers.
Security and audit. IP addresses, request and error logs, sign-in attempts, and an audit trail of important actions. We use these to prevent and investigate misuse and to show what happened. Lawful basis: our legitimate interest in security and accountability, and legal obligation.
Service messages. Emails and notifications about your account, security, billing and changes to Tandem. Lawful basis: contract, and our legitimate interest in keeping you informed. We do not send marketing emails without your consent, and you can unsubscribe at any time.
Where we rely on legitimate interests, we have weighed them against your rights and freedoms. Ask us if you would like to see that assessment.
4. The Mobile app
The Mobile app asks for a device permission only when a feature needs it, and you can change permissions at any time in your phone's settings: - Location: used only if your Company turns on location features, and only during working time. It records arrival at and departure from job sites and, where enabled, supports safety features. Tandem does not record your location outside working time. - Camera and photos: to add photos to jobs, forms and safety reports. - Notifications: to tell you about work, messages and reminders.
The app also keeps your sign-in, your settings and any work you capture offline on your phone until it reaches Tandem. Our Cookie Notice gives the details.
5. What we do not do
We do not sell personal data. We do not show advertising. We do not use analytics, cross-site tracking or session replay in Tandem. We do not use Companies' records to train shared AI models. We do not make decisions about you by automated means that have legal or similarly significant effects on you.
6. Who we share it with
We use service providers to run Tandem. They are listed, with what each one does, in our Subprocessor Register at https://app.tandemops.net/subprocessors. Each works under a written contract or terms and only on our instructions. If you sign in with Apple, Google or Microsoft, that provider handles your sign-in under its own privacy policy.
We may also share data with professional advisers, where the law requires it, to protect someone's safety or our legal rights, or with a company that takes over the Tandem business, such as a company formed to run it, which would continue to protect it as this notice describes.
Inside a Company, what you can see depends on your role, team and assignments. Our support has no standing access to Company records. Support access needs the Company's approval, a stated purpose, a limited scope and an expiry, and it is recorded.
7. Where data is held
Tandem's database, sign-in and file storage are in Ireland (AWS eu-west-1), which UK law treats as giving adequate protection. Some of our providers are in the United States. Those transfers rely on the UK Extension to the EU-US Data Privacy Framework where the provider has joined it, or on the UK International Data Transfer Addendum to the EU Standard Contractual Clauses. The Subprocessor Register lists the basis for each provider.
8. How long we keep it
- Account records: while the account is active, and up to 12 months after it is deleted or becomes inactive. - Billing and tax records: 6 years after the end of the financial year they relate to. - Support conversations: 24 months after the conversation ends. - Security logs: up to 12 months. Audit records that form part of a Company's history are kept with that Company's records. - Backups: deleted data is removed from backups within 30 days.
We keep data longer only where it is needed for a legal claim, a legal hold or a legal duty. Companies set their own retention for their records; our Data Export and Deletion notice explains how that works.
9. Your rights
You can ask for a copy of your personal data and ask us to correct it. In some cases you can also ask us to delete it, to restrict or object to how we use it, or to give it to you in a portable form. Where we rely on consent, you can withdraw it at any time.
For a Company's records, ask that Company; we will help it respond. For records we control, email privacy@tandemops.net from your account's email address. We reply within one month, or tell you within that month if we need up to two more months because the request is complex.
10. Deleting your account
You can delete your Tandem account at any time in the Office app or the Mobile app, under My account, Delete my account. You can also ask us to delete it, without the app, by emailing privacy@tandemops.net from your account's email address.
Deleting your account closes your login and ends every session. Your Companies keep the job, time, financial and safety records you created, showing you as a former member, because those records belong to the Company and it often has to keep them. We keep billing records for as long as tax law requires.
11. Complaints
If you are unhappy with how we have handled your personal data, tell us using our complaints form at https://app.tandemops.net/complaints or by emailing privacy@tandemops.net. We acknowledge every complaint within 30 days, look into it without undue delay, and tell you the outcome.
You can also complain to the Information Commissioner's Office at https://ico.org.uk/make-a-complaint/, by phone on 0303 123 1113, or by post to Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF. You do not have to come to us first.
12. Children
Tandem is for businesses and the people who work for them. It is not meant for anyone under 16, and we do not knowingly collect their data.
13. Changes
When we change this notice we publish a new version with a new version number. If a change is significant, we tell you by email or in the app, and you may be asked to acknowledge it.