Privacy Policy

Velra Agency Ltd is the operator of the UrbanTrack website and platform.

For website enquiries, demo requests, direct marketing site interactions, and some account administration data, Velra Agency Ltd will generally act as controller.

For client operational data stored inside the platform, the relevant client organisation will generally act as controller and UrbanTrack will generally act as processor or service provider on that client's behalf.

The categories of personal data we may handle depend on how a person interacts with the service.

• Website visitors: technical usage data, cookie preferences, IP and device data, and pages visited.
• Demo and sales contacts: name, work email, employer, role, enquiry details, call notes, and follow-up records.
• Organisation users: account details, role information, audit logs, sign-in activity, assigned workflow actions, and profile details.
• Public reporters: issue descriptions, optional contact details, precise issue location or map pin data, location notes, uploaded images, report status, tracking references, and follow-up updates needed to handle or review a report.
• StreetReport users: public civic report details, approximate public map visibility, likely-authority routing information, community updates, subscriptions or follow-up preferences where enabled, and moderation decisions linked to public visibility.
• WhatsApp reporters: phone number, profile information made available by the provider, message content, location pins, uploaded media, draft state, consent responses, delivery metadata, and confirmation messages needed to create or manage a report draft.
• Contractors and delivery users: contact details, assignment records, activity history, uploaded evidence, and completion notes.

We use personal data to operate the website, respond to enquiries, provide the service, manage security, support customer onboarding, maintain platform records, and improve how the product works.

Depending on the context, processing may rely on contract, legitimate interests, legal obligation, consent, or another lawful basis that applies to the relevant interaction.

This policy should be kept aligned with the live tooling and operational processes used on the website and platform.

UrbanTrack may store uploaded files and images, including report photos, evidence of completed works, and related metadata needed to process or verify operational activity.

Uploaded files may include personal data if the submitting user or client organisation chooses to include it. We recommend client organisations avoid collecting unnecessary special category or excessive personal data unless it is genuinely required.

Photos and media may be checked by automated or human moderation before they are shown publicly. Unsafe, irrelevant, unlawful, or privacy-intrusive media may be rejected, hidden, retained internally for review, or removed.

Where public map, tracking, StreetReport, or transparency features are enabled, public-safe report details, status, category, approximate issue location, and moderated images may be visible to the public. Reporter contact details should not be shown publicly.

Uploads may be retained with the relevant record for audit, service history, dispute handling, moderation, and accountability purposes.

StreetReport is a public civic reporting network powered by UrbanTrack. It may use report category, location, postcode or map data, authority datasets, and routing rules to identify a likely responsible authority.

Authority routing information is used for transparency and operational review. It does not by itself mean an authority has received, accepted, or started work on a report.

If WhatsApp intake is enabled, WhatsApp messages, media, location pins, phone numbers, and draft confirmations may be processed by UrbanTrack and the WhatsApp provider so the report can be prepared, checked, submitted, and tracked.

WhatsApp is treated as an intake channel only unless a page says otherwise. Follow-up, tracking, moderation, and public visibility remain subject to the normal UrbanTrack or StreetReport process.

We may share data with hosting, storage, email, security, and support providers where needed to operate the service responsibly.

We may use essential operational telemetry, security logs, and limited product analytics to understand reliability, abuse, and service use. Where non-essential analytics or tracking cookies are introduced, the Cookies page and consent approach should be updated before use.

We may also share data where required by law, to protect rights and safety, to investigate misuse, or to support client organisations under contract.

A more detailed sub-processor list can be provided during procurement, onboarding, or DPA review where appropriate.

We retain data only for as long as necessary for the purpose for which it was collected, together with any additional period needed for security, legal, contractual, audit, or operational record keeping.

Infrastructure or support providers may process data outside the UK where this is necessary to operate the service. Where international transfers apply, appropriate safeguards should be used.

Our Security page summarises the technical and organisational measures used to protect the platform at a high level.

Individuals may have rights to access, rectify, erase, restrict, object, or complain about processing, depending on the circumstances.

Where a client organisation controls the operational data, privacy requests about reports or local service records should usually be directed to that organisation first.

For platform-level privacy enquiries, contact support@urbantrack.app. General enquiries can be sent to support@urbantrack.app. Formal company registration and registered office details are available during procurement, contracting, or on request.