Privacy policy

Updated 2026-10-21

1. Who is responsible for your personal data?

Rackfish AB, 556614-3243, Uppsala Slott, 752 37 Uppsala, Sweden, is the controller of the personal data we process about customers, users of our websites and others we are in contact with. This policy applies to Rackfish and Streamio and to our websites, mainly under rackfish.com, rackfish.se, streamio.com and streamio.se including subdomains.

When we process personal data on behalf of a customer in our services, for example content on a server, in web hosting or in Streamio, the customer is the controller and Rackfish the processor. That processing is governed by our data processing agreement and is not covered by this policy.

2. What data do we process?

• Contact and customer data: name, job title, company, email address, phone number and address.
• Contract and payment data: ordered services, invoices and payments.
• Login and usage: usernames, logins, IP addresses and logs from our services and websites.
• Communication: email, support tickets, chat and calls with us.
• Website visits: information from cookies and similar technologies as described in our Cookie Policy.

3. Why do we process the data and on what legal basis?

• Delivering services, support and invoicing – to perform the contract with you or your company.
• Bookkeeping and other legal requirements – to comply with legal obligations, such as the Swedish Bookkeeping Act.
• Security, troubleshooting and abuse – legitimate interest in protecting our services and customers.
• Analysing and developing our websites and services – legitimate interest, or consent where cookies require it.
• Marketing to companies and organisations, such as newsletters – legitimate interest. You can opt out at any time.

4. When do we collect data?

When you order, receive a quote or sign a contract, when you use our services or websites, when you contact us by email, phone, chat or form, when you book a meeting or take part in a survey, and when you use Streamio’s free subtitle generator. Sometimes we add data from public sources, such as the Swedish Companies Registration Office, a company’s website or LinkedIn, to deliver or market our services.

5. Streamio

Free subtitles: When you use free subtitles on streamio.com, we process your email address and the video you upload. The video and subtitles are processed on our own servers in Sweden and are not used to train AI models. We use your email address to deliver the subtitles and send messages about your Streamio account (contract). We also use it for newsletters and a welcome series with tips about Streamio (legitimate interest). You can opt out when you sign up and unsubscribe in every mailing.

Viewers: When you watch a video that a customer publishes with Streamio, for example on the customer’s website or in a Streamio Channel, the customer is the controller and Rackfish the processor. Contact the organisation that published the video if you have questions about their processing.

6. Who do we share data with?

We run our services primarily on our own servers in Sweden. We share personal data with suppliers when needed for the purposes above:

• Operations, status page and disaster-recovery backups – suppliers within the EU, including in France and Luxembourg.
• Email – our email is handled by an email provider within the EU (Italy). Automated messages from our services are sent from our own servers.
• Invoicing, payment and bookkeeping – Sweden. Card payments are handled by a payment service within the EU that may transfer data to the USA.
• Newsletters and marketing emails – an email provider that stores the data in the USA.
• Domain registration – registrars and domain registries, within the EU/EEA for most domains but outside for some top-level domains. The registries are themselves responsible for their registers.
• Web analytics and ad follow-up – as described in the Cookie Policy, and only after your consent.

We may also disclose data to authorities when required by law, to companies in the same group to deliver our services, and to a buyer if all or part of the business is transferred. You can get the names of our suppliers by contacting us.

7. Transfers outside the EU/EEA

When data is transferred to a country outside the EU/EEA, the transfer relies on a European Commission adequacy decision, such as the EU–US Data Privacy Framework, or the European Commission’s standard contractual clauses. You can get a copy of the safeguards by contacting us.

8. How long do we keep the data?

• Customer data for as long as the customer relationship lasts and thereafter as long as needed to handle any claims.
• Accounting records for seven years under the Swedish Bookkeeping Act.
• Logs and traffic data normally no longer than 6 months. Data used as a basis for billing is kept for no longer than 25 months.
• Backups according to each service, but never longer than 25 months.
• Newsletters until you unsubscribe.
• Free subtitles: video and subtitles are deleted according to the rules for trial accounts in the Streamio Terms of Service.
• Consent: data based on consent is kept until you withdraw it.

9. Your rights

You have the right to a free copy of your data, to have incorrect data corrected and to have data erased. You also have the right to request restriction of processing, to object to processing based on legitimate interest and to receive data you have provided in a machine-readable format. If you have given consent, you can withdraw it at any time.

Direct marketing: You always have the right to object to our use of your data for direct marketing, for example by unsubscribing from the newsletter. We will then stop using the data for that purpose.

Contact us at support@rackfish.com to exercise your rights. If you are not satisfied with how we process your data, you can lodge a complaint with the Swedish Authority for Privacy Protection (IMY), imy.se.

10. Personal data breaches

We report personal data breaches to the Swedish Authority for Privacy Protection within 72 hours when required by law. If a breach is likely to result in a high risk to you, we will inform you directly.

11. Changes

We update this policy when our processing changes. The latest version is always available at rackfish.com/legal and streamio.com/legal.

12. Contact

Rackfish AB, 556614-3243
Uppsala Slott, 752 37 Uppsala, Sweden
support@rackfish.com · +46 18 18 18 00