Last updated: 4 October 2026
1. About this Privacy Policy
CollabAway Ltd (“CollabAway”, “we”, “us” or “our”) respects your privacy and is committed to protecting your personal information.
This Privacy Policy explains how we collect, use, store and share personal information when you apply to join, create an account with, use or otherwise interact with CollabAway, including the CollabAway marketplace and Host Pro.
It also explains your rights under UK data protection law.
For the purposes of UK data protection law, CollabAway Ltd is the controller of the personal information described in this Privacy Policy.
2. Who we are
CollabAway Ltd
Company number: 15914143
Registered office:
The Shires
Plough Wents Road
Chart Sutton
Maidstone
Kent
ME17 3RY
United Kingdom
Website: collabawayhq.com
Privacy enquiries: info@collabawayhq.com
3. Who this policy applies to
This Privacy Policy applies to people who:
- apply to become or are registered as creators on CollabAway;
- apply to become or are registered as hosts;
- use the CollabAway marketplace or Host Pro;
- contact or communicate with us;
- receive communications from us;
- visit our website; or
- otherwise interact with our services.
Creator accounts are available only to people aged 18 or over.
This Privacy Policy does not currently cover personal information collected specifically in connection with CollabAway group trips or retreats. Where applicable, additional privacy information will be provided for those services.
4. Personal information we collect
The information we collect depends on how you interact with CollabAway.
Creator information
We may process information including:
- name;
- email address;
- telephone number, where provided;
- date of birth;
- country and location;
- profile photograph;
- biography and creator niche;
- social media usernames and handles;
- follower and subscriber numbers;
- engagement rates;
- social media content;
- content performance, including views, likes, comments and reach;
- aggregated audience demographics;
- account application and approval information;
- collaboration applications and history;
- messages sent through CollabAway;
- subscription information;
- support enquiries, complaints and refund requests;
- referral source;
- login information and activity; and
- marketing preferences.
Host information
We may process information including:
- name;
- business or property name and details;
- location and address;
- email address;
- telephone number;
- account and approval information;
- subscription and Host Pro information;
- creator preferences and matching criteria;
- messages;
- applications and collaboration history;
- support enquiries, complaints and refund requests;
- referral source;
- login information and activity; and
- marketing preferences.
Technical and usage information
When you use CollabAway, we may also collect information such as:
- IP address;
- browser and device information;
- login and account activity;
- website and platform usage;
- referral source;
- cookie and tracking information, where permitted; and
- technical and error information.
5. Information from connected social media platforms
To apply for a Creator account, creators are required to connect at least one supported social media account from Instagram/Meta, TikTok or YouTube.
We require this connection to verify the creator's identity and social media presence, assess their application and, if approved, build and maintain their CollabAway creator profile.
When you connect a social media account, you authorise CollabAway to retrieve information made available through the relevant platform and the permissions you grant.
Depending on the platform, this may include:
Instagram / Meta
We may receive:
- username;
- follower and media counts;
- profile picture;
- posts you choose to feature, including their ID, caption, thumbnail, media URL, media type and date;
- likes and comments associated with selected posts; and
- where the relevant permission is granted, aggregated follower demographics including age, gender and country.
This information may be used to calculate or display information such as engagement rates.
TikTok
We may receive:
- username;
- display name;
- avatar;
- follower, like and video counts;
- videos you choose to feature;
- video titles or descriptions, covers and links; and
- video likes, comments and views.
YouTube
We may receive:
- channel name and thumbnail;
- subscriber, view and video counts;
- videos you choose to feature;
- video titles, descriptions and thumbnails; and
- video performance statistics.
We may securely store authentication or OAuth tokens required to maintain your authorised connection with a social platform.
We do not receive your social media passwords and do not use these connections to post content to your social accounts on your behalf.
6. How and why we use personal information
Under UK data protection law, we must have a lawful basis for processing personal information.
Depending on the circumstances, we use your information for the following purposes.
Providing and administering CollabAway
We use personal information to create and manage accounts, process applications, operate creator and host profiles, provide marketplace functionality, facilitate collaborations, provide messaging, manage subscriptions and provide Host Pro.
Our lawful basis is generally that the processing is necessary to perform our contract with you or to take steps at your request before entering into a contract.
Social media integrations and creator profiles
We use authorised social media information to build and maintain creator profiles and provide creators and hosts with relevant creator information and performance insights.
Our lawful basis is generally performance of our contract with you and/or our legitimate interests in operating an effective creator marketplace.
Creator and host matching
We process creator information and host criteria to help identify potentially relevant collaboration matches and provide Host Pro matching functionality.
Our lawful basis is our legitimate interests in helping creators and hosts identify suitable collaboration opportunities and providing Host Pro.
Customer support, complaints and disputes
We use relevant account, collaboration and communication information to answer enquiries, provide support, investigate complaints, manage refunds and resolve disputes.
Our lawful basis may be performance of our contract, our legitimate interests in administering and protecting the marketplace and/or compliance with our legal obligations.
Payments and subscriptions
We process relevant payment, invoice and subscription information to administer paid services and maintain appropriate financial records.
Our lawful bases include performance of our contract and compliance with legal obligations.
Platform security and enforcement
We may process information to protect CollabAway and its users, investigate suspected misuse or fraud, enforce our Terms and maintain the security of our systems.
Our lawful basis is our legitimate interests in operating a safe, secure and trustworthy service and, where applicable, compliance with legal obligations.
Improving CollabAway
We may analyse platform usage and technical information to troubleshoot problems, understand how CollabAway is used and improve our services.
Our lawful basis may be our legitimate interests in improving and developing our services.
Where the use of cookies or similar tracking technologies requires consent, we rely on your consent.
Marketing
Where required, we rely on your consent to send marketing communications.
You can withdraw your marketing consent at any time through your CollabAway account settings or by using the unsubscribe option in our marketing emails.
Where another lawful basis for business-to-business marketing is available under applicable law, we may rely on that basis.
Legal and regulatory requirements
We may process information where necessary to comply with tax, accounting, regulatory, court or other legal obligations.
Our lawful basis is compliance with our legal obligations.
7. Creator profiles and information visible to hosts
Approved and onboarded hosts can view creator profiles on CollabAway.
Depending on the information available for a creator, this may include:
- profile photograph;
- name and biography;
- location;
- creator niche;
- social media profiles and handles;
- follower and subscriber numbers;
- engagement information;
- selected social media content;
- content performance; and
- aggregated audience demographics.
This information is made available to help hosts assess potential creator collaborations.
Where a creator and host progress or enter into a collaboration, relevant account, contact and collaboration information may be made available to each party where necessary to arrange and manage that collaboration.
8. Host Pro matching and reporting
Host Pro provides additional tools to help hosts manage and evaluate creator marketing activity.
Matching
Host Pro may use information about creators and criteria specified by hosts to calculate compatibility or match scores.
Factors may include:
- creator location;
- audience information;
- engagement;
- creator content; and
- criteria selected by the host.
Match scores are recommendations intended to help hosts identify potentially relevant creators.
They do not automatically accept or reject a creator for a collaboration. The host remains responsible for deciding whether to progress with a creator.
Reporting
Host Pro may also provide hosts with information relating to listing and collaboration performance, which may include:
- website visits;
- enquiries;
- bookings;
- booking value;
- content reach;
- views; and
- engagements.
9. Marketplace messages
Creators and hosts can communicate through CollabAway's messaging system.
Authorised CollabAway administrators may access marketplace messages where reasonably necessary to:
- investigate a complaint or dispute;
- provide customer support;
- enforce our Terms;
- investigate suspected misuse or fraud; or
- comply with a legal obligation.
We do not routinely review marketplace messages without an operational, support, safety or legal reason to do so.
10. Payments and Stripe
Payments are processed through Stripe.
CollabAway does not store full payment-card numbers.
Stripe processes and stores card information in accordance with its own privacy practices.
Within our own systems, we may store information relating to a transaction or subscription, including:
- Stripe customer ID;
- subscription ID;
- payment-intent, charge and invoice IDs;
- transaction amount;
- currency;
- transaction dates; and
- payment or subscription status.
We use this information to administer subscriptions, payments, refunds and our financial records.
11. Marketing communications
When you sign up for CollabAway, you are given the option to receive marketing emails from us.
Marketing consent is optional. You do not have to agree to marketing in order to create or apply for a CollabAway account.
If you choose to receive marketing, we may send you information such as creator opportunities, new stays or hosts, CollabAway news, tips, product updates and offers.
You can change your marketing preference at any time using the Marketing Emails setting within your CollabAway account.
You can also unsubscribe using the link provided in our marketing emails.
We use Klaviyo to help us manage marketing communications.
Depending on your account, information provided to Klaviyo may include:
- name;
- email address;
- telephone number;
- user type or role;
- host or creator tier;
- property name;
- approval and onboarding status;
- subscription plan, status and relevant dates;
- Host Pro and trial status;
- referral source;
- last login; and
- marketing consent status.
If you have not provided marketing consent where consent is required, we will not treat you as having opted in merely because you created or applied for a CollabAway account.
If you unsubscribe, we may retain a minimal suppression record so that we can honour your preference and avoid inadvertently sending marketing to you again.
Account, security, payment, transactional and other service-related communications that are necessary to operate your account are not marketing communications and may still be sent where appropriate.
12. Cookies, analytics and advertising technologies
CollabAway uses cookies and similar technologies.
Where your consent is required, non-essential analytics and advertising technologies will not operate unless you provide that consent.
These technologies may include:
- Google Analytics / Google Ads;
- Meta Pixel; and
- TikTok Pixel.
They help us understand how people use CollabAway, measure website and campaign performance and support our advertising.
You can accept or reject non-essential tracking through our cookie controls.
You can also change your cookie preferences at any time through the cookie settings available in the footer of our website.
Further details about the cookies and tracking technologies used by CollabAway should be read alongside our Cookie Policy.
13. Who we share personal information with
We only share personal information where reasonably necessary for the purposes described in this Privacy Policy.
This may include sharing information with:
- creators and hosts, where necessary to operate the marketplace and facilitate collaborations;
- Stripe for payment processing;
- Klaviyo for marketing communications;
- SendGrid for transactional emails;
- AWS for infrastructure and file storage;
- MongoDB for database hosting;
- Meta/Instagram, TikTok and Google/YouTube in connection with social integrations and related services;
- Google, Meta and TikTok in connection with analytics and advertising technologies where permitted;
- Sentry for error monitoring and technical troubleshooting;
- Rewardful for affiliate/referral tracking;
- authorised employees, administrators, freelancers and contractors;
- accountants, lawyers, insurers and other professional advisers;
- courts, regulators, law-enforcement authorities and other bodies where disclosure is required or permitted by law; and
- another organisation where necessary in connection with a merger, acquisition, investment, restructuring or sale of all or part of our business, subject to appropriate safeguards.
Some technical services, such as error monitoring, may receive limited account or request information such as a user ID or email address where this is contained in relevant technical context.
We do not sell your personal information.
14. International transfers
CollabAway operates internationally and uses service providers, infrastructure and authorised contractors located in different countries.
As a result, personal information may sometimes be stored, accessed or otherwise processed outside the United Kingdom.
For example, parts of CollabAway's AWS infrastructure and file storage are hosted in the United States, while our MongoDB database is hosted in Ireland. Authorised contractors may also access CollabAway systems from countries outside the UK.
Where a transfer is treated as a restricted international transfer under UK data protection law, we take steps to ensure that an appropriate legal mechanism or safeguard applies. Depending on the recipient and destination, this may include applicable UK adequacy regulations or appropriate contractual safeguards.
You can contact us at info@collabawayhq.com if you would like further information about safeguards relevant to your personal information.
15. How long we keep your information
We do not keep identifiable personal information indefinitely where it is no longer required.
We use the following retention schedule:
Active accounts
Personal information associated with an active account is retained while the account is in use.
Accounts deleted by the user
Where a user deletes their account, we retain the account for a 30-day grace period in case they change their mind.
After this period, the account is automatically anonymised.
Inactive accounts
Where an account has had no login activity for two years, we send a reminder.
If the account remains inactive, it is automatically anonymised after three years of inactivity.
Rejected or never-verified applications
Personal information associated with rejected or never-verified applications is retained for 12 months and then automatically anonymised.
Messages and collaboration history
Messages and collaboration records may be retained for the life of the relevant accounts.
If one party's account is anonymised, identifying information relating to that person is removed and relevant historical records may remain attributed to “Deleted user” where necessary to preserve the other party's message and collaboration history.
Financial records
Invoices, payment information and associated Stripe customer records are retained for six years after the end of the relevant tax year, where required for financial and tax record-keeping.
Klaviyo
A user's Klaviyo profile is deleted when their account is anonymised.
A minimal unsubscribe or suppression record may remain where necessary to ensure we continue to honour their marketing preference.
Email and server logs
Email and server logs are retained for up to 12 months and are then deleted.
Backups
Database backups operate on a 30-day rolling basis and roll off automatically.
Anonymisation
When an account is anonymised, identifying information including the person's name, email address, telephone number, address, biography, photographs, social handles and authentication tokens is removed and the record becomes “Deleted user”.
The anonymisation process is irreversible.
Counts, historical records and messages belonging to another marketplace participant may remain where they no longer identify the deleted user.
We may retain particular information for longer where necessary to comply with a legal obligation, investigate or resolve a dispute, prevent fraud, establish or defend legal claims or enforce our agreements.
16. Account deletion and erasure requests
Closing an account, cancelling a subscription and exercising the legal right to erasure are not necessarily the same thing.
Our standard retention schedule applies when an account is closed or becomes inactive.
You can also contact us to request deletion of your personal information.
Where your right to erasure applies, an authorised administrator can anonymise your account without waiting for the standard retention period.
The right to erasure is not absolute. We may retain particular information where the law permits or requires us to do so, including certain financial records, information required in connection with legal claims or disputes, and minimal information required to honour an unsubscribe request.
To request erasure, contact info@collabawayhq.com.
17. Security
We use appropriate technical and organisational measures designed to protect personal information against unauthorised access, alteration, disclosure, loss or destruction.
These measures include:
- access controls for administrative systems;
- two-factor authentication for CollabAway administrator logins;
- authentication protections for key infrastructure and third-party systems; and
- limiting access to personal information to authorised people who require it for their role.
No online service can guarantee absolute security, but we review and update our security measures as appropriate.
18. Your data protection rights
Under UK data protection law, you may have the following rights depending on the circumstances:
Right of access – you can ask us for a copy of the personal information we hold about you.
Right to rectification – you can ask us to correct inaccurate or incomplete personal information.
Right to erasure – you can ask us to delete your personal information in certain circumstances.
Right to restriction – you can ask us to restrict the processing of your information in certain circumstances.
Right to data portability – in certain circumstances, you can ask us to provide information you supplied to us in a structured, commonly used and machine-readable format.
Right to object – you may object to certain processing based on our legitimate interests. You also have the right to object to the use of your personal information for direct marketing.
Right to withdraw consent – where we rely on your consent, you can withdraw it at any time. This does not affect processing that took place before consent was withdrawn.
Rights relating to automated decision-making – you may have additional rights where a decision producing legal or similarly significant effects is made solely through automated processing.
Host Pro match scores are recommendations and do not automatically determine whether a creator is accepted or rejected for a collaboration.
There is generally no charge for exercising your data protection rights, although applicable law permits us to charge or refuse requests in certain limited circumstances.
To exercise any of these rights, contact info@collabawayhq.com.
We may need to verify your identity before completing a request.
19. Complaints
If you have concerns about the way we use your personal information, please contact us at info@collabawayhq.com so that we can investigate.
You also have the right to make a complaint to the Information Commissioner's Office (ICO), the UK's data protection regulator.
Information about your rights and how to make a complaint is available from the ICO.
20. Under-18s
Creator accounts on CollabAway are intended for people aged 18 or over.
We do not knowingly approve creators under 18.
If you believe we have collected personal information from someone under 18 in circumstances where we should not have done so, please contact info@collabawayhq.com.
21. Changes to this Privacy Policy
We may update this Privacy Policy from time to time, including where our services, technology, data-processing activities or legal obligations change.
The latest version will be published on our website and the “Last updated” date at the top of this policy will be updated.
Where a change materially affects how we use personal information, we will take appropriate steps to bring the change to the attention of affected users.
22. Contact us
If you have questions about this Privacy Policy, how we use personal information or your data protection rights, please contact:
CollabAway Ltd
Email: info@collabawayhq.com
Company number: 15914143
