Support Policy

This Support Policy applies to all support interactions between TradersFlow and its users, including email support, administrative investigations, account recovery, billing assistance, and any temporary access to a customer account by TradersFlow personnel.

It should be read alongside our Terms of Service and Privacy Policy.

Certain authorised support staff may temporarily access a customer account to diagnose issues, verify settings, or reproduce reported problems. This is referred to internally as an impersonation or support session.

Where support-session tooling is used, sessions are restricted to authorised personnel. The audit information available may include:

• the identity of the administrator performing the session;
• the identity of the customer account being accessed;
• the timestamp when the session began and ended;
• a description of the actions performed during the session;
• the total duration of the session.

Support access is limited to the period reasonably needed for the investigation and must be re-authorised for subsequent work.

Customers may request support assistance that requires account access. TradersFlow personnel will only view or modify information that is strictly necessary to resolve the reported issue.

Access to the TradersFlow administrative panel is governed by the following role-based permissions. Each role carries only the privileges required for its function:

• Owner — full platform and administrative control, including role assignment and critical configuration changes.
• Super Admin — broad administrative access across all operational areas, subject to audit logging.
• Admin — operational access to user management, support tooling, and routine administrative functions.
• Support — access to customer accounts for troubleshooting, impersonation sessions, and support ticket resolution.
• Finance — access to billing records, subscription data, refunds, invoices, and payment-related operations.
• Read-only — view access to operational data and reports without the ability to modify accounts, settings, or transactions.

Role assignments are reviewed periodically. Personnel may not escalate their own privileges, and all role changes are recorded in the audit log.

The following administrative actions are expected to be recorded where the relevant administrative tool supports them:

• updates to user accounts, profiles, or credentials;
• changes to subscriptions, including upgrades, downgrades, cancellations, and trial extensions;
• refunds and reversal of charges;
• invoice modifications, voids, or payment-link actions;
• transactional email sends initiated from the admin panel;
• impersonation and support sessions;
• permission and role changes;
• changes to platform settings or feature flags.

Audit entries record the actor, action, target account or resource and timestamp, with additional context where the action supplies it. Access is restricted and records are retained according to security, accountability and legal needs.

By using TradersFlow, you acknowledge that authorised personnel may access your account for support, operational, security, compliance, and maintenance purposes when reasonably necessary.

This acknowledgement forms part of the agreement described in our Terms of Service. It is not consent under data-protection law; support access relies on the applicable contractual, legitimate-interest or legal basis described in our Privacy Policy.

TradersFlow is operated by AE TECHNOLOGIES GROUP LTD, a company registered in England and Wales under company number 17419062, with its registered office at 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. We work to meet our obligations under the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and other applicable privacy and data-protection legislation. This policy is not a certification of compliance.

Administrative access to personal data is carried out under the lawful basis of legitimate interests (platform operation, security, and customer support) and, where appropriate, contractual necessity. Data accessed during support operations is handled only for the purpose for which it was accessed and is subject to the same security and retention standards described in our Privacy Policy.

Subscription billing is processed through Google Play Billing, with RevenueCat, Inc. as our subscription management provider. Google acts as an independent data controller for regulated payment services. TradersFlow only handles the billing and subscription data necessary to operate the platform. Invoice payments between tradespeople and their customers are made by direct bank transfer and are never processed by TradersFlow.

Questions about this Support Policy, requests for audit-log information, or concerns about administrative access should be sent using the details below.

• Service: TradersFlow
• Operated by: AE TECHNOLOGIES GROUP LTD — a company registered in England and Wales under company number 17419062, registered office 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.
• General support: support@tradersflow.co.uk
• Privacy & data requests: privacy@tradersflow.co.uk
• Security disclosures: security@tradersflow.co.uk
• Registered office / postal address: AE TECHNOLOGIES GROUP LTD 71–75 Shelton Street Covent Garden London WC2H 9JQ United Kingdom
• Data protection: ICO registration number ZC241648. AE TECHNOLOGIES GROUP LTD is the data controller for account data described in our Privacy Policy.

Written notice by email to the addresses above is accepted as valid contact for the purposes of this policy until a registered business address is published.

Related policies: Terms · Privacy · Cookies · Sub-processors · Security.