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Privacy Policy

Last updated: January 2025

1. Introduction

Welcome to Callio (callio.me). We provide an AI-powered virtual receptionist service specifically designed for UK tradespeople, such as plumbers, electricians, and builders. This Privacy Policy explains how we collect, use, and protect your personal information and the information of your callers.

When we refer to "Callio", "we", "us", or "our", we mean the Callio entity responsible for processing your data as the Data Controller.

2. Who We Are (Data Controller)

Callio is a UK-based service provider. If you have any questions about this Privacy Policy or our data practices, please contact us:

  • Email: support@callio.me
  • Website: https://callio.me

3. The Data We Collect

We collect different types of information depending on how you use our service.

A. Account Data (Your Information)

When you sign up for Callio, we collect:

  • Name and business name
  • Email address
  • Trade type (e.g., Plumbing, Electrical)
  • Business location
  • Subscription and billing details (processed via Stripe)

B. Call Data (Your Callers' Information)

When our AI answers a call for your business, we process:

  • Caller Details: Phone number, name, and address.
  • Enquiry Details: Description of the problem or job, and the perceived urgency level.
  • Metadata: Call duration, time, and date.
  • Audio Recordings: Voice recordings of the call (Optional: can be disabled in your settings).
  • Transcripts: Text versions of the conversation (Optional: can be disabled in your settings).

C. Usage Data

We track minutes used and call counts to manage your billing and monitor system performance.

4. Lawful Basis for Processing

Under the UK General Data Protection Regulation (UK GDPR), we rely on the following legal bases:

  • Contract Performance: To provide the service you have subscribed to.
  • Legitimate Interests: To improve our AI receptionist, manage billing, and ensure the security of our service.
  • Consent: Where you or your callers explicitly provide information during a call with the expectation of it being passed to you (the business owner).

5. Our Data Processors

To provide a reliable service, we work with several specialist partners. Your data may be processed by:

  • Supabase (UK Region): Our primary database for storing account records, business profiles, and call leads.
  • Vercel (UK Region): Our hosting provider for the Callio application.
  • Vapi.ai (USA): Our AI processing partner that handles call logic and voice synthesis.
  • Twilio (USA): Our telephony provider that manages UK phone numbers and call routing.
  • Stripe: Our payment processor for subscription billing.
  • Resend: Our email provider for sending you notifications about new leads.

6. International Data Transfers

While we host our primary database and application in the UK, some of our technical partners (Vapi and Twilio) are based in the United States.

To ensure your data remains protected, we ensure these transfers are governed by appropriate safeguards, such as the UK Extension to the EU-U.S. Data Privacy Framework or Standard Contractual Clauses (SCCs) as approved by the UK Government.

7. Data Retention

  • Call Recordings & Transcripts: Our processing partner, Vapi, stores recordings and transcripts for a maximum of 14 days before they are automatically deleted from their systems.
  • Call Leads: We store the lead details (name, number, problem description) in your Callio dashboard for as long as your account is active, or until you choose to delete them.
  • Account Data: We retain your business account information for the duration of your subscription and for a period thereafter as required for tax and legal purposes.

8. Your Privacy Controls

We believe you should have control over your data. In your Callio dashboard, you can:

  • Enable/Disable Recordings: Choose whether calls are recorded.
  • Enable/Disable Transcripts: Choose whether calls are transcribed into text.
  • Delete Records: Manually delete specific call logs or lead entries at any time.

9. Security Measures

We take security seriously. We use industry-standard encryption (SSL/TLS) for all data in transit and at rest. Access to our database is strictly controlled and limited to authorised personnel only.

10. Cookies

We use a minimal number of cookies, primarily for Authentication (keeping you logged in to your dashboard). We do not use third-party tracking cookies for advertising purposes.

11. Your Rights

Under UK data protection law, you have the following rights:

  • Access: Request a copy of the data we hold about you.
  • Rectification: Ask us to correct inaccurate information.
  • Deletion: Request that we erase your personal data.
  • Portability: Request the transfer of your data to another service.
  • Objection: Object to our processing of your data based on legitimate interests.

To exercise any of these rights, please contact us at support@callio.me.

12. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our service or legal requirements. We will notify you of any significant changes via email or a notice on our website.

13. Complaints

If you have a concern about how we handle your data, we would appreciate the chance to deal with your concerns first. However, you have the right to lodge a complaint with the Information Commissioner's Office (ICO), the UK supervisory authority for data protection.

ICO Website: https://ico.org.uk

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