Privacy Policy

1. WHAT INFORMATION DO WE COLLECT?

Personal information you disclose to us

In short: We collect personal information that you provide to us.

We collect personal information that you voluntarily provide when you register on the services, express interest in our products or services, call a number handled by the service, use a customer account, or otherwise contact us. The personal information we collect depends on your interactions and may include:

• names
• phone numbers
• email addresses
• business names and job titles
• postcodes and service areas
• enquiry, appointment, and job-request details
• call recordings, transcripts, summaries, and call metadata
• account identifiers and contact preferences
• billing addresses and payment status

Payment information. Stripe processes card and payment-method details for recurring billing. We receive transaction and payment-status information but do not intend to store full card details on our systems.

Sensitive Information. Customers must not use the service for clinics, healthcare, medical advice, or workflows intended to collect health or other special-category data. A caller may volunteer unexpected information; where identified, we and the relevant customer will handle it according to applicable law and agreed instructions.

Information automatically collected

In short: Some information, such as your Internet Protocol (IP) address and browser or device characteristics, is collected automatically when you visit our services.

We automatically collect certain information when you visit, use, or navigate the services. This may include device and usage information, such as your IP address, browser and device characteristics, operating system, language preferences, referring URLs, device name, country, location, information about how and when you use our services, and other technical information. This information is primarily needed to maintain the security and operation of our services and for internal analytics and reporting.

Like many businesses, we also collect information through cookies and similar technologies. You can find out more in our Cookie Policy.

Log and usage data may include your IP address, device information, browser type, settings, date and time stamps, pages and files viewed, searches, features used, device event information, error reports, and hardware settings.

Information collected from other sources

In short: We receive data from our customers, callers, and providers involved in delivering the service.

Business customers provide their call-handling instructions, scripts, routing contacts, and information about their services. Callers provide information during calls. Stripe provides billing status; telephony, voice AI, email, and SMS providers return delivery and service information; and infrastructure providers generate security and operational logs.

2. HOW DO WE PROCESS YOUR INFORMATION?

In short: We process your information to provide, improve, and administer our services, communicate with you, prevent fraud, keep our services secure, comply with law, and, where relevant, with your consent.

We process your personal information for a variety of reasons, including:

• To facilitate account creation and authentication and otherwise manage user accounts.
• To deliver and facilitate delivery of services to you.
• To respond to enquiries and offer support.
• To send administrative information, including details about products, services, terms, and policies.
• To record and transcribe calls, create summaries, capture enquiries, and follow customer routing instructions.
• To administer subscriptions, recurring Stripe payments, usage, and overage billing.
• To protect the service, investigate misuse, and meet legal obligations.

3. WHAT LEGAL BASES DO WE RELY ON TO PROCESS YOUR INFORMATION?

In short: We only process your personal information when we believe it is necessary and we have a valid legal reason to do so under applicable law.

The General Data Protection Regulation (GDPR) and UK GDPR require us to explain the valid legal bases we rely on. Depending on the activity, we rely on consent, performance of a contract, legitimate interests, and legal obligations.

• Consent: we may process your information if you have given us permission for a specific purpose.
• Performance of a Contract: we may process your information when necessary to fulfil contractual obligations.
• Legitimate Interests: we process information to operate, secure, support, and improve our business where those interests are not overridden by individual rights.
• Legal Obligations: we process information where necessary for tax, accounting, regulatory, or other legal requirements.

We are the controller for website enquiries, customer administration, billing, our security and service records, and our own business communications. For recordings, transcripts, summaries, and other call data processed on behalf of a business customer, that customer is normally the controller and we act as its processor under our Data Processing Terms. People calling a customer may also contact that customer directly about the customer's processing.

4. WHEN AND WITH WHOM DO WE SHARE YOUR PERSONAL INFORMATION?

In short: We may share information in specific situations and with specific categories of third parties.

We may share your data with third-party vendors, service providers, contractors, or agents who perform services for us or on our behalf and require access to that information. We have contracts in place with these third parties, which are designed to help safeguard your personal information.

The categories of providers we may share personal information with include:

• Cloud hosting, database, storage, and security providers
• Telephony, voice AI, transcription, and model providers
• Email and SMS notification providers
• Stripe and associated payment-processing providers
• Cookie-consent and website-support providers
• Professional advisers, insurers, auditors, and authorities where lawfully required

We may also share or transfer information in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company.

5. DO WE USE COOKIES AND OTHER TRACKING TECHNOLOGIES?

In short: We use necessary technologies and ask for consent before enabling non-essential cookies or similar technologies.

We may use cookies and similar tracking technologies, such as web beacons and pixels, to gather information when you interact with our services. Some online tracking technologies help us maintain security, prevent crashes, fix bugs, save preferences, and support basic site functions.

Our cookie banner manages website consent choices. Google Analytics is not loaded unless the visitor accepts analytics cookies, and visitors can change or withdraw that choice at any time. The current cookie categories, purposes, and durations are listed in our Cookie Policy.

6. DO WE OFFER ARTIFICIAL INTELLIGENCE-BASED PRODUCTS?

In short: We offer products, features, or tools powered by artificial intelligence, machine learning, or similar technologies.

The service uses artificial intelligence to converse with callers, follow customer-approved scripts, record and transcribe calls, create summaries, capture enquiries, and support routing and notifications.

Use of AI Technologies

We use third-party telephony, voice AI, transcription, and model providers, including Retell AI, Twilio, and OpenAI where configured. Call audio, transcripts, instructions, and generated outputs may be processed by these providers to deliver the service. We require customers to use transparent greetings that identify the AI receptionist and explain recording and transcription.

Our AI Products

Our AI products are designed for business call answering and administration. They are not emergency services and do not provide medical, legal, financial, or other regulated professional advice.

How We Process Your Data Using AI

AI output can be inaccurate. Customers must review important information before acting on it. We do not use call data to make solely automated decisions that have legal or similarly significant effects on callers.

7. HOW LONG DO WE KEEP YOUR INFORMATION?

In short: We keep your information for as long as necessary to fulfil the purposes outlined in this Privacy Notice unless otherwise required by law.

Recordings, transcripts, and summaries are retained while the relevant customer account remains active so the service can be delivered and the customer can access its call history. Following termination, we delete or irreversibly anonymise that call data from active systems within 30 days, subject to a limited backup overwrite period or a legal requirement to retain specific information.

Website enquiries and sales communications are normally retained for up to 24 months after the last meaningful contact. Customer, contract, invoice, payment, and tax records may be retained for up to six years after the relevant relationship or transaction where needed for legal, tax, accounting, fraud prevention, or dispute purposes. Cookie durations are listed in the Cookie Policy.

When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymise it. If this is not possible, we will securely store your personal information and isolate it from further processing until deletion is possible.

8. HOW DO WE KEEP YOUR INFORMATION SAFE?

In short: We aim to protect your personal information through organisational and technical security measures.

We have implemented appropriate and reasonable technical and organisational security measures designed to protect the security of personal information we process. However, no electronic transmission over the Internet or information storage technology can be guaranteed to be 100% secure. Transmission of personal information to and from our services is at your own risk, and you should only access the services within a secure environment.

9. DO WE COLLECT INFORMATION FROM MINORS?

In short: We do not knowingly collect data from or market to children under 18 years of age.

We do not knowingly collect, solicit data from, or market to children under 18 years of age, nor do we knowingly sell such personal information. If we learn that personal information from users under 18 has been collected, we will deactivate the account and take reasonable measures to promptly delete such data. If you become aware of any data we may have collected from children under 18, contact us at kotirobert@callcovered.co.uk.

10. WHAT ARE YOUR PRIVACY RIGHTS?

In short: In some regions, such as the European Economic Area (EEA), United Kingdom (UK), and Switzerland, you have rights that allow greater access to and control over your personal information.

These rights may include the right to request access and obtain a copy of your personal information, to request rectification or erasure, to restrict processing, to data portability, and not to be subject to automated decision-making. In certain circumstances, you may also have the right to object to processing.

If you are located in the EEA or UK and believe we are unlawfully processing your personal information, you also have the right to complain to your Member State data protection authority or the UK data protection authority. If you are located in Switzerland, you may contact the Federal Data Protection and Information Commissioner.

Withdrawing your consent: If we rely on consent to process your personal information, you can withdraw it at any time by contacting us. This will not affect the lawfulness of processing before the withdrawal or processing conducted on lawful grounds other than consent.

Opting out of marketing and promotional communications: You can unsubscribe from marketing and promotional communications by clicking the unsubscribe link in our emails or by contacting us. We may still send service-related or non-marketing messages.

Account information: You can log in to your account settings to update your user account. Upon a request to terminate your account, we will deactivate or delete your account and information from active databases, subject to information we may retain for fraud prevention, troubleshooting, investigations, enforcement, or legal requirements.

Cookies and similar technologies: You can review or withdraw non-essential cookie consent through our Cookie Policy. Browser controls may also remove or reject cookies, but blocking necessary technologies can affect site functions.

11. CONTROLS FOR DO-NOT-TRACK FEATURES

Most web browsers and some mobile operating systems and mobile applications include a Do-Not-Track (DNT) feature or setting. At this stage, no uniform technology standard for recognising and implementing DNT signals has been finalised. As such, we do not currently respond to DNT browser signals or other mechanisms that automatically communicate a choice not to be tracked online. If a standard is adopted that we must follow in the future, we will inform you in a revised version of this Privacy Notice.

12. DO WE MAKE UPDATES TO THIS NOTICE?

In short: Yes, we will update this notice as necessary to stay compliant with relevant laws.

We may update this Privacy Notice from time to time. The updated version will be indicated by an updated revised date at the top of this Privacy Notice. If we make material changes, we may notify you by prominently posting a notice or directly sending you a notification.

13. HOW CAN YOU CONTACT US ABOUT THIS NOTICE?

If you have questions or comments about this notice, email us at kotirobert@callcovered.co.uk or contact us by post at:

We are the controller for the website and business-administration processing described above. For call data handled on behalf of a customer, that customer is normally the controller and should be contacted first about the purpose of the call processing. We will assist the customer with eligible requests.

14. HOW CAN YOU REVIEW, UPDATE, OR DELETE THE DATA WE COLLECT FROM YOU?

Based on applicable laws, you may have the right to request access to the personal information we collect from you, details about how we have processed it, correction of inaccuracies, deletion of your personal information, or withdrawal of consent. These rights may be limited in some circumstances by applicable law. To request review, update, or deletion of your personal information, please fill out and submit a data subject access request.