CivicPlus (referred to as “we”, “us”, or “our”) takes the private nature of your personal information very seriously, and we are committed to protecting your personal privacy. CivicPlus has developed this policy regarding our privacy practices (“Privacy Policy”) to explain the manner in which CivicPlus may collect, use, retain, process, and share the personal information collected from users (“you”, “your”, or each a "User") of any of the CivicPlus solutions and associated services (each, a “Solution”; collectively, the “Solutions”), and the CivicPlus website (the “Site”). The User’s personal information may include any information relating to an identified or identifiable person (“Personal Information”), such as your name, address, email address, phone number, or IP address. Personal Information does not include publicly available information, de-identified, or aggregate consumer data.
This Privacy Policy is designed to help the User obtain information about our privacy practices and to help the User understand its privacy choices when using a Solution or visiting the Site. By using the Solutions, providing Personal Information, or visiting our Site you are agreeing to this Privacy Policy and consenting to the collection, transfer, manipulation, storage, disclosure, and other uses of your information, as described in this Privacy Policy.
CivicPlus provides the software Solutions directly to our public sector customers (“Customers”) to enable them to serve and perform their own governmental and business functions. As such, most of the Personal Information we collect and store is in connection with the software and services we provide to our Customers pursuant to our contractual arrangements with them. In these cases, CivicPlus is acting as a “data custodian” only and processes data in alignment with our Product Privacy Notices.
This Privacy Policy covers the treatment of Personal Information gathered when you are using or accessing any Solution or the Site. This Privacy Policy does not apply to the practices of third parties that we do not own or control or certain data collected by our Customers for their specific purposes and needs, as further described herein. For residents who are using our Resident Portal, we direct you to our End User License Agreement for that feature for further privacy-related information regarding how we collect, use, process, and share your resident data, including across municipalities.
For state specific data protection standards, including those disclosures required under the California Consumer Privacy Act of 2018 (“CCPA,”) which became effective on January 1, 2020, and its November 2020 amendment, effective January 1, 2023, as well as other state law notices, please see our Notice at Collection.
Important Note
Effective Date: June 17, 2026
Customer Data
When CivicPlus makes the Solutions available for use by a Customer, we do so under a contractual arrangement with our Customer pursuant to which the Customer, not CivicPlus, makes the decisions about what Personal Information is collected and how it is processed in the Solutions. However, certain data is controlled directly by CivicPlus rather than by a Customer (“CivicPlus-Controlled Data”). CivicPlus-Controlled Data includes: your CivicPlus account profile (name, email address, login credentials, and preferences); how you use the Platform (pages visited, features used, session data); AI interaction data (chatbot conversations and service routing); and Platform analytics and performance data. For CivicPlus-Controlled Data, CivicPlus is an independent data controller and decides how to collect, use, process, and protect it. For all other data you provide when interacting with a Customer through the Platform, the applicable Customer is the independent data controller, and CivicPlus acts as a service provider (processor) on that Customer’s behalf. Our Customers may electronically submit Personal Information to a Solution, or solicit from you Personal Information within a Solution, for processing and storage purposes (“Customer Data”), including, for example, information required to set up admin rights for a Customer’s employees, or Personal Information collected from a Customer’s resident who is using the Solution to pay for recreational programming. In these interactions, the Customer’s employees or residents are “End Users”.
We function as a service provider and may store or process Customer Data only for the purpose of providing the Solutions, improving the Solutions, preventing or addressing service or technical problems, or as may be required by law. If your Personal Information has been submitted to us by one of our Customers and you wish to exercise any rights you may have to access, rectify, or delete such data, please inquire with the relevant Customer directly. Since CivicPlus is the data custodian to our Customers, who are the “data owners”, CivicPlus cannot modify or delete any data owned by our Customers without such Customers specific request and approval.
For further information regarding the Customer Data our Solutions collect and process, and with whom we share the Customer Data, please see our Product Privacy Notices.
What Personal Information Do We Collect?
We may collect Personal Information from Users in a variety of ways, including, but not limited to, when Users visit the Site, use a Solution, register an account on any Solution, fill out a form, and in connection with other activities, services, features or resources we make available on our Solutions. Users may register for an account within the Solutions and be asked for Personal Information, as appropriate, including name, email address, physical address, and phone number. Users may, however, visit the Solutions anonymously. Users can always refuse to supply Personal Information, except that it may prevent them from engaging in certain Solution-related activities, like registering for or obtaining the full benefit of the services provided by the Solution or receiving subscription emails.
At the request and direction of Customers, CivicPlus may process the following categories of Personal Information. In these cases, we are a data custodian only and do not control the collection of such data, as our Customers acts as the data controllers. More information can be found in the Solution-specific Product Privacy Notices.
User-provided personal identifying data: Most of the information we collect is information that Users input directly when using a Solution, such as name and contact details (email, phone number, address, social media handle), physical location, and user-provided content, depending on the Solution used and how the User decides to use it.
User-initiated information: When a User uses text messaging, email, or social media to contact or submit notifications to a Customer through any Solution, we will collect that User’s phone number, email address, or social media handle, as appropriate.
Website visitor information: When you visit a Solution or the Site, we may collect information about your visit, depending on the Solution, such as your IP address, cookies, location, and the pages you visited and when you use the Solution, we may collect information on how you use the Solution.
Protected sensitive data: For certain Solutions, Users are asked for certain information used in relation to applying for job positions or board or committee, certain sensitive data may be collected, such as date of birth, gender, ethnicity, political party, education, job history, references, it is the sole discretion of the Customer to request or require these fields.
Financial information: If a User decides to purchase a paid service through a Solution, the User provides financial information related to your payment method including credit card number, credit card type, card expiration date, or other financial information. We do not, however, capture, store, or transmit that financial information. That information is provided directly to and stored by the Customer’s third-party payment processor (the “Payment Processor”). The Payment Processor’s applicable Terms of Service and Privacy Statement govern the use and storage of that information. Please review the CivicPlus Payments Solution's Privacy Policy for further details.
Applicant data: Users applying for jobs or elected or appointed seats through a Solution, may be requested to submit prior job information, such as salaries, employment history, education history, address history, employers, social security number, USCIS or alien registration number, passport number, and other application data, as well as driver’s license information, as determined necessary by our Customer.
Employee data: Users whose employers are a Customer for human resources services may be requested to submit bank account and routing numbers, dependent’s names and social security number, current job title, and other information an employer may request.
Physical image: Certain Solutions may include the ability to upload video or image files which may contain visual representations of any Users that have attended public meetings or been in a public space.
Information related to your mobile device: We may collect and store information related to your mobile device, such as your phone number, location, or device identifier used to deliver push notifications. You will have a choice as to whether we collect and store this information.
With the exception of the Website Visitor Information, the categories of data above are collected only when certain features and uses of the Solution are procured by the CivicPlus Customer, and data collected may vary for each User depending on our Customer’s use of the Solution. All data fields are voluntary for the User to fill in, unless our Customer requires certain data to be input by the User.
How Do We Collect, Receive, and Retain Personal Information?
We collect most of this Personal Information directly from Users willingly inputting such information, whether by webform, text, email, submission of documentation, or telephone call to our Customer. We may also receive information from our Customers, such as account information or the information they pass to us for our processing. We may also collect information from cookies on our Site or Solutions or from our analytics and security business partners. We may receive Personal Information from third parties that integrate with our Solutions, at the request of our Customers.
How We Use Collected Information
We use User information, including Personal Information, for the following business purposes.
To fulfill service obligations for our Customers
We use and process information as needed and requested by our Customers that procure the Solution in order to fulfill our Customer’s need; deliver the services requested, including software updates; manage our Customer and User relationship; provide our Customers and Users with customer support, and comply with laws or regulations that apply to us and our Customers.
Including, without limitation, as a part of our Social Media Archiving Service, we may use YouTube API Services provided by Google. This involves data collection, including but not limited to channel information, video titles, descriptions, and user comments. Your use of the Social Media Archiving is subject to YouTube's Terms of Service (https://www.youtube.com/t/terms) and privacy policy. For details on how YouTube handles data, refer to YouTube's Privacy Policy at http://www.google.com/policies/privacy. If you have questions or concerns about your data as it relates to YouTube API Services, please contact us at privacy@civicplus.com.
To power Artificial Intelligence (AI) Features
The Platform may include AI-enabled features designed to assist with customer service, information routing, and informational responses (“AI Features”). When you interact with AI Features, we may collect and process your inputs and the AI-generated outputs to provide and improve those features. AI-generated outputs are for convenience and informational purposes only; they do not constitute legal advice, official governmental determinations, or binding decisions.
CivicPlus does not use your identifiable Personal Information to train AI models without your consent. CivicPlus may use anonymized or aggregated data derived from Platform usage to improve Platform functionality, including AI Features.
To personalize User experience
We may use information in the aggregate to understand how our Users as a group use the Solution, resources, and services provided on the Solution and the Site. We may use the information to perform research and analysis about Users’ use of, or interest in, our Solutions, services, or content.
To improve the Solution and Site experience
We continually strive to improve our Solution and Site offerings based on the information and feedback we receive from Users. We may use the information to improve our internal operations, systems, Solutions, and services, and to streamline the user experience across municipal
Customers, including benchmarking system performance, developing our products and services and allowing non-sensitive Personal Information to be updated across Customer instances. In addition, we may use Website visitor information to conduct analytics on our Solutions and the Site, whether in aggregate or at a personal level.
To improve customer service
User information helps us to more effectively respond to a User’s customer service requests and support needs. We use the information to respond to comments and questions and provide customer service, communicate with Users and Customers about products and/or services that may be of interest.
To personalize User experience
We use cookies and other tracking technologies to personalize your User experience. In addition, we use information, including personal information, to help further personalize your experience or provide easy registration across municipal Customers.
To send periodic emails
The email address Users provide to a site will be used to respond to their inquiries, and/or other requests or questions, or to send service announcements regarding changes, notifications, or marketing information. If User decides to opt-in to our mailing list, on any Solution or the Site, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email or the User may contact us via the contact information below.
We only use Personal Information for the purposes and uses described above or in our Notice at Collection, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original uses and purposes.
How We Share Personal Information
Except as described here or in any other applicable policy, we do not sell, trade, or rent the User’s Personal Information to any third parties. We may share generic aggregated demographic information not linked to any Personal Information regarding visitors and users with our business partners, trusted affiliates, and advertisers for the purposes outlined above.
For our Payments solution, we work with a third-party payment processor in order to successfully complete transactions. We have preferred partner processors, with whom we have direct communication regarding the services and you contract directly with. We also work with other payment processors that are not contracted partners, at our Customer’s request; we use such processor’s technical documentation and instructions for creating an integration with the services.
We may share your Personal Information or other non-sensitive information about you with other parties to transactions or other Customers when you use the Solution. In most cases, this is a local municipality with whom you are procuring services and their chosen merchant account processor and financial institutions (if making a purchase). The information is limited to Personal Information and account information necessary to facilitate the transaction.
We may share information with our agents, vendors, service providers, and subcontractors who perform functions on our behalf, such as our customer relationship management service provider, marketing automation and analytics provider, sales development tools provider, and other similar service providers.
We may also share information with other third parties for our business purposes or as permitted or required by law, including:
Sending non-personal information to third-party analytics service providers for monitoring the health and usage of the Site and Solutions and for conducting analytics for Solution and Site betterment, marketing, and our own internal purposes;
if we need to do so to comply with a law, legal process, or regulations;
to law enforcement authorities or other government officials, or other third parties pursuant to a subpoena, a court order, or other legal process or requirement applicable to CivicPlus;
if we believe, in our sole discretion, that the disclosure of Personal Information is necessary or appropriate to prevent physical harm or financial loss or in connection with an investigation of suspected or actual illegal activity;
to protect the vital interests of a person;
to investigate violations of or enforce a user agreement or other legal terms applicable to the Solution;
to protect our property, the Solutions, the Site, and legal rights;
to facilitate a purchase or sale of all or part of CivicPlus’ business;
to companies that we plan to merge with or be acquired by; and
to support our audit, compliance, and corporate governance functions
Please note that if CivicPlus is acquired, sold, or dissolved, its assets, including Personal Information we may possess about Users, may, in whole or in part, be sold, disposed of, transferred, divested, or otherwise disclosed as part of the transaction or proceeding. You acknowledge that such transfers may occur, and any acquirer may continue to use your Personal Information as set forth in this Privacy Policy.
How We Use Cookies and Tracking Technologies
The Site and Solutions may use "cookies" and other tracking technologies, including cookieless tracking technologies, such as pixels, to enhance the User experience and to collect analytics of our Site and Solution usage. Cookies are pieces of text that may be provided to your computer through your web browser when you access a website. The User's web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. The User may choose to set their web browser to refuse cookies or to alert you when cookies are being sent. If they do so, note that some parts of the Site may not function properly.
We use cookies to enable our servers to recognize your web browser and tell us how and when you visit the Site, and otherwise use the Solutions through the internet. We also may use cookies and cookieless tracking technologies to conduct analytics about our Site and Solution usage, such as how long you stay on a Site page, where you click, and where you focus your attention in our Solutions and Site.
How We Protect Your Personal Information
Although we take appropriate technical and organizational measures to safeguard against unauthorized disclosures of Personal Information, we cannot guarantee that Personal Information in our possession will never be disclosed in a manner that is inconsistent with this Privacy Policy. Unauthorized entry or use, hardware or software failure, and other factors may compromise the security of Personal Information at any time.
We store all our information, including Personal Information, using industry-standard techniques. We use appropriate data collection, storage, and processing practices, and security measures to protect against unauthorized access, alteration, disclosure, or destruction of your Personal Information, username, password, transaction information, and information stored on the site, if applicable, to your use of the Site and Solution.
Sensitive and private data exchange between the Solution or Site and its Users happens over a Secure Sockets Layer (SSL) secured communication channel and is encrypted and protected with digital signatures.
How We Protect the Privacy of Children; Notice to Minors
CivicPlus Solutions are not designed or intended to appeal to minors. Consistent with our Terms of Use, use of the Platform requires users to be at least thirteen (13) years of age. We do not knowingly attempt to solicit or receive any information from anyone under the age of 13. If you are a parent or guardian and you are aware that your child has provided us with Personal Information, please contact us immediately. We encourage parents and legal guardians to monitor their children’s mobile app and internet usage and enforce our Privacy Policy by instructing their children never to provide Personal Information to any Solution without their parental permission. If you have reason to believe that a child under the age of 13 has provided Personal Information to us, please contact CivicPlus Privacy, and we will work with our Customer in order to delete that information from our databases as soon as is reasonably practicable.
In addition to protecting the privacy of children under the age the age of 13, we are committed to protecting the privacy of minors. Though our Site and Solutions are not targeted to minors, nor are they it intended to be used by minors, if for any reason a minor has shared Personal Information with us, said minor may request and obtain removal of such information by contacting us at privacy@civicplus.com.
How Users Can Request Access to Review or Change Personal Information
Users may have certain data privacy rights depending on their state of residence. If you would like to exercise any of your data privacy rights, you will need to send your request directly to the data-owning CivicPlus Customer with whom you shared your data. Please note that verification will be required to prove your identity. CivicPlus may not disclose or delete data if an exemption or exception to deletion exists. Please note, CivicPlus is a data custodian to its data-owning Customers, the majority of our Customers are government municipalities and may be exempt from certain laws requiring compliance with data subject rights. CivicPlus is required to have Customer approval regarding every access, rectifying, disclosing, and deletion request submitted by Users of any Solution.
If you have an Account with any Solution, you can review and edit Personal Information in the Account by logging in and updating the information directly. If you wish to edit Personal Information and are unable to do so in the Account, you may contact us, using the contact information below, and we can help you with this request, verification of identity will be required, and Customer approval may be sought in circumstances where the Personal Information is owned by the Customer.
How Long We Retain Personal Information
CivicPlus will retain your Personal Information only for as long as is necessary for the purposes set out in this Privacy Policy. This may include for the term of contract for service where you are a designated representative of a Customer, for those other purposes as described in this Privacy Policy, or in alignment with our regulatory obligations. If you no longer want CivicPlus to use your Personal Information, you may exercise your right of deletion; however, as Engagements are conducted in accordance with our contract with a Customer, Users who wish to be removed as Customer representatives should first speak with the relevant Customer regarding their desires to be removed as a Customer point of contact for the services, marketing, legal, and/or compliance purposes. CivicPlus will retain and use your information to the extent necessary to comply with our legal obligations (for example, if we are required to retain your information to comply with applicable tax/revenue laws), resolve disputes, and enforce our agreements. The period for which are required to retain Personal Information for these purposes is set by law and is jurisdictionally dependent. We also retain log files for internal analysis purposes. These log files are generally retained for a brief period of time, except in cases where they are used for the safety and security of our Site, to improve the functionality of our Site or we are legally obligated to retain them for longer time periods. For information about our data retention practices for Solutions where CivicPlus is acting as the data processing of Customer Data, please see your agreement with CivicPlus. If you have created a user portal account (“Account”) within a Solution which has been closed, we may take steps to mask Personal Information and other information, but we reserve our ability to retain and access the de-identified data for so long as required to comply with applicable laws.
How We Secure Data
We take steps to maintain the security of the Personal Information that we collect. We also closely evaluate our third-party processors and those companies with whom we share Personal Information to ensure compliance with relevant data processing laws. For more information about our data security practices, please see our Statement on IT Security.
Please note that no service is completely secure. While we strive to protect your Personal Information, we cannot guarantee that unauthorized access, hacking, data loss, or a data breach will never occur. If we are required by law to inform you of a breach to your information, we may notify you electronically, in writing, or by telephone. For Users who are Customer authorized contact points, such notification may come from the relevant Customer.
How We Ensure our Services are Accessible
This Privacy Policy can be accessed using your browser’s audio reader capabilities. Please see our Accessibility Statement for more information.
How We Treat Testimonials, Feedback, and Case Studies
We may display personal testimonials from satisfied Customers who have given us their permission to do so and other endorsements on our Site. If you are the authorized representative of a Customer, where a Customer has given us permission, we may post a User’s photograph, name, and title together with a testimonial. Where we do so, we base our processing on the representation from our Customers that they have your consent to do so and have given us this consent. If you wish us to update or delete your testimonial, please contact us at privacy@civicplus.com.
For general Platform support questions, please contact us at support@civicplus.com. For all privacy-related questions or requests, please contact us at privacy@civicplus.com or by mail: CivicPlus, LLC, Attn: Legal Department, 302 South 4th Street, Manhattan, KS 66502.
We consider answers to surveys, comments, ideas, and suggestions to be non-personal and do not classify them as Personal Information. Except as otherwise provided by applicable contracts with our Customers or a third party, we are free to disclose and use such data or information without any obligation.
What Communications CivicPlus May Send
You may control the receipt of certain types of communications from CivicPlus. CivicPlus may contact you by phone or email about the Solutions and our services. Some of these communications are required, such as transactional communications or legal notices. Other communications are not required, such as newsletters and direct marketing, as discussed below. We will never share your email with a third party for its own marketing purposes, unless you have given us your consent to do so.
We operate an email newsletter program, used to inform subscribers about products and services supplied by us or our third-party affiliates, news that may affect our Customers and Users, and upcoming event announcements. Subscription to our newsletter is opt-in. Users can opt out of receiving our newsletter at any time by following the unsubscribe link contained in the footer of any newsletter. Please note that for representatives of current Customers, your consent to receive direct marketing from CivicPlus is assumed; however, you may opt out of receiving such direct marketing at any time, and such opt-out will be respected.
Email marketing campaigns published by us may contain tracking facilities within the actual email. Subscriber activity is tracked and stored in a database for future analysis and evaluation. Such tracked activity may include the opening of emails, forwarding of emails, the clicking of links within the email content, times, dates, and frequency of activity. This information is used for CivicPlus’ and the User’s legitimate interest to refine future email campaigns and supply the User with more relevant content based around the User’s activity. If you do not agree with the use of such tracking, please unsubscribe from our newsletter or otherwise withdraw consent using one of the methods set out in this Privacy Policy.
How We Respond to Do Not Track (DNT) Disclosure
Please note that while you may have the opportunity to opt out of our marketing email list as discussed in the “How to Opt-Out” section above, and you may be able to control the use of cookies through your Web browser as described in the “Use of Cookies” section below, some Web browsers may also give you the ability to enable a “do not track” setting. This setting sends a special signal to the websites you encounter while Web browsing. This “do not track” signal is different from disabling certain forms of tracking by declining cookies in your browser settings, as browsers with the “do not track” setting enabled still have the ability to accept cookies. We do not respond to Web browser “do not track” signals at this time. If we do so in the future, we will describe how we do so in this Privacy Policy. For more information about “do not track,” visit AllaboutDNT.com.
Other Websites
Our Website may contain links to other websites, including CivicPlus partners, which are outside our control and are not covered by this Privacy Policy. If you access other websites using the links provided, the operators of these websites may collect Personal Information, which will be used by them in accordance with their privacy policies. These policies may differ from ours.
Your Acceptance of this Privacy Policy
By using this Site or any Solution, you signify your acceptance of this Privacy Policy. If you do not agree to this Privacy Policy, please do not use the Site or any Solution. For changes that materially affect your privacy rights or the way we handle your Personal Information, we will endeavor to notify you through the Platform at least thirty (30) days before such changes take effect. Your continued use of the Site and Solutions following the posting of changes to this Privacy Policy will be deemed your acceptance of those changes. Use of information we collect is subject to the Privacy Policy in effect at the time such information is collected.
Changes to this Privacy Policy
We’re constantly working to improve our Solutions, so we may need to change this Privacy Policy from time to time as well. CivicPlus has the discretion to update this Privacy Policy at any time. When we do, we will revise the effective date at the top of this page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the Personal Information we collect. You acknowledge and agree that it is your responsibility to review this Privacy Policy periodically and become aware of modifications.