Cookie Policy

Version: 2.0
Last Update: January 2024

This policy provides information about why, how and when Reload uses cookies. This Policy should be read together with the Privacy Policy. In this Privacy Policy you can find out how and why we collect and use personal information, as well as how you can exercise your rights regarding your personal data.

What are cookies

Cookies are small text files sent from a website to your computer or mobile device, which enable features and functionality on a website. They are unique to your browser, device or account. Session-based cookies last only while your browser is open and are automatically deleted when you close your browser. Persistent cookies last until you or your browser delete them or until they expire. The time until expiration of the cookie is referred to as the retention period. Reload sets specific retention periods for each cookie type depending on its functions.

Apart from the distinction between Session and Persistent cookies, it’s worthwhile to know that we distinguish essential, analytical & tracking cookies. Essential and analytical cookies are usually Session cookies, whilst tracking cookies are usually persistent. To find out more about cookies, visit this site.

Reload uses the vendor’s services to ensure the due and proper processing of cookies, which are described in more detail below.

Do we use cookies?

Yes, we use cookies. We use both session-based and persistent cookies. Reload sets and accesses our own cookies on the domains operated by Reload and our group companies or affiliates (collectively, the “Sites”). In addition, we use cookies from third parties like Google Analytics for analytical or advertising purposes. Essential cookies are necessary to make our websites usable. Placing such cookies does not require your consent. Tracking cookies are only activated after you provide your consent via the cookie banner. Some analytical cookies also fall under Essential, but the majority are activated upon consent.

For an overview of all cookies used you can make a request by email to [email protected].

Additionally, Reload uses browser fingerprinting functionality. When cookie consent is given on one of Reload’s domains, we use your browser’s fingerprint to apply the cookies you selected to Reload’s other domains. This fingerprint contains browser attributes (for example, IP, browser version) and is stored for a period of 2 weeks. After that the fingerprint is deleted.

Reload closely follows the developments in the Privacy-related laws and regulations. When we make any changes we will update this Cookie Policy accordingly. You can always find the latest version on our website or in the Reload app.

How we use cookies

Some cookies are associated with your Reload account and personal information in order to remember that you are logged in. Other cookies are not tied to your Reload account but are unique and allow us to carry out analytics and customisation.

Cookies can be used to recognise you when you visit a Site or interact via a service we use on our Sites. These cookies remember your preferences and provide a personalized experience that’s consistent with your settings. Cookies can be necessary to create a secure or faster experience when visiting our Sites.

Categories of Use

Description

Authentication

If you're signed in to our Services, cookies help us show you the right information and personalize your experience.

Security

We use cookies to enable and support our security features. They help us detect malicious activity and protect your account as well as the Reload community as a whole.

Preferences, features and services

Cookies help us show you our website in the language you prefer and show you content relevant for your country. They can help you fill out forms on our Sites more easily. They also provide you with features, insights, and customized content.

Marketing

We may use cookies to help us deliver marketing campaigns and track their performance (e.g., how you use our referral program or other new features). They also help us understand the feedback you provide us via such features as NPS. Marketing cookies are limited to Reload Sites only.

Performance, Analytics and Research

Cookies help us learn how well our Sites and Services perform. We also use cookies to understand, improve, and research products, features, and services, including to create logs and record when you access our Sites and Services from different devices. These cookies are limited to Reload Sites only.

Third Party Processors

Reload carefully selected partners, and service providers may process personal information about you on Reload’s behalf as described below:

Digital Marketing Service Providers: Reload periodically appoints digital marketing agents to conduct marketing activity on Reload’s behalf, such activity may result in the compliant processing of personal information.

Reload’s appointed data processors include Prospect Global Ltd (trading as Sopro) Reg. UK Co. 09648733 at 1st Floor Front Office, 27-29 North St, Brighton, BN1 1EB, United Kingdom. You can contact Sopro and view their privacy policy here: http://sopro.io.

Sopro are registered with the ICO Reg: ZA346877, and their Data Protection Officer can be emailed at: [email protected].

How are your cookies associated with Reload’s vendor?

Reload has implemented cookies associated with its trusted vendor Hotjar Ltd. (official website: www.hotjar.com), that is a product experience insights platform that gives Reload behavior analytics and feedback data (“vendor”).

These cookies serve various purposes, in particular:

1. to improve site functionality;
2. to analyze user behavior; and
3. to provide a more personalized experience.

Reload and its vendor have implemented enhanced measures to safeguard users’ data. This Cookie Policy ensures that user’s privacy and security remain Reload’s top priorities.

Reload understands the importance of safeguarding the user’s data and ensuring its privacy. In the course of its operations, Reload may collect and process information through the use of cookies. However, Reload wants to reassure its users that all user data collected by Reload’s services is anonymized, ensuring that no personally identifiable information is disclosed. Reload is committed to maintaining the privacy and confidentiality of user information.

Reload employs robust anonymization techniques through its vendor to ensure that any data collected through cookies is stripped of personally identifiable information. The vendor’s team, as well as any third parties the vendor engages with, is granted access only to anonymized data. At no point do they seek, process, or store information that could be used to identify Reload’s users without their explicit consent.

By using Reload’s website, the users consent to the use of cookies set by Reload’s vendor.

By using Reload’s services and agreeing to Reload’s Cookie Policy, the user acknowledges and accepts Reload’s practices regarding data anonymization.

In case of any concerns and/or questions regarding the Reload’s vendor and its operations and/or activities, please contact us at [email protected] to ensure our user’s transparency about the information the vendor collects and how it is used.

More information about the users’ cookies that the vendor processes, the user(s) can find at the following link:
https://help.hotjar.com/hc/en-us/articles/6952777582999-Cookies-Set-by-the-Hotjar-Tracking-Code

Which cookies does Reload process through its vendor?

The following cookies, local and session storage items apply when the vendor’s Tracking Code has been loaded and ensure the Tracking Code functions correctly.

Tracking Code cookies are created via a script that is executed from the host domain, making them first-party cookies.

Tracking Code cookies are set on a visitor’s browser when they visit a website that loads the Tracking Code.

These cookies allow the Tracking Code to function correctly.

Apart from cookies, the Tracking Code uses local and session storage as well.

In order for the vendor’s features and tools to function correctly, all the items below should be allowed:

Third Party Cookies

We use third-party cookies on our Websites. For instance, to help you to login to Reload or to enable better communication with you via the chat function. When we use third party cookies we use the most privacy-friendly approach where possible.

How are cookies used for advertising purposes

Cookies (and other Ad technology such as beacons, pixels, and tags) help us market more effectively to users that we and our partners believe may be interested in Reload. That’s why they are commonly referred to as Marketing cookies. They also help provide us with aggregated auditing, research, and reporting, and know when content has been shown to you. These cookies are limited to our Sites and are not used in our Services.

What you can do to block or remove cookies

To use our site, we need to activate certain functional or analytical cookies. For Analytical and Marketing cookies we ask your prior consent when you first visit our website. You can choose to disable all or specific Cookies by selecting either “Continue without accepting” or “Manage Cookies” in our Cookie Pop-up when you first visit our Sites.

Next to that, nearly all web browsers give you the ability to manage cookies. In some browsers you can set up rules to manage cookies on a site-by-site basis, giving you more fine-grained control over your privacy. To enable this, please review your browser documentation.

Additionally, if you want to opt out of Google Analytics cookies, you can use the browser add-on offered by Google. Please check compatibility with the browser of your choice before installing it. You can find the instructions here: https://tools.google.com/dlpage/gaoptout.

Please note: if you limit the ability of websites and applications to set cookies, you may experience a diminished user experience and/or loss of access to our Services, since it will no longer be personalized to you. It may also stop you from saving customized settings, like login information.

Does Reload respond to Do Not Track Signals?

Our Sites and Services do not collect personal information about your online activities over time and across third-party websites or online services. Therefore, “do not track” signals transmitted from web browsers do not apply to our Sites or Services, and we do not alter any of our data collection and use practices upon receipt of such a signal. Reload only places cookies in accordance with this Policy and the preferences you indicate via our cookie banner.