This Privacy Policy explains how Tradevoice ("we", "us", "our") collects, uses and protects personal data when you use our website at https://tradevoice.uk and our voice AI service (the "Service"). It is written to comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Tradevoice is operated by Tradevoice Ltd, a company registered in England and Wales with company number 17194558. Our registered office is at 87 Heeley Bank Road, Sheffield, South Yorkshire, S2 3GL, England.
For the purposes of UK GDPR:
If you have questions about this policy or how we handle your data, contact us at [email protected].
When you create a Tradevoice account or contact us, we collect:
When the Service operates on your behalf, we collect:
When you visit https://tradevoice.uk we collect limited information automatically:
We use a small set of strictly necessary cookies to operate the site, and analytics cookies only with your consent. See section 9.
| Purpose | Legal basis under UK GDPR |
|---|---|
| Providing the Service to you (answering calls, booking appointments, sending summaries) | Performance of a contract |
| Operating your account, billing and support | Performance of a contract |
| Improving the Service quality (debugging, monitoring) | Legitimate interests |
| Sending service-related emails (e.g. account changes, outages) | Legitimate interests / contract |
| Sending marketing emails to you about Tradevoice | Consent (you can withdraw at any time) |
| Complying with legal obligations (tax, accounting, regulatory) | Legal obligation |
| Detecting fraud and abuse | Legitimate interests |
| Defending against legal claims | Legitimate interests |
When we rely on legitimate interests, we have considered the impact on your rights and concluded our interest does not override them. You can ask us about this assessment at any time.
When a member of the public calls a tradesperson who uses Tradevoice and the call is answered by our Service, we process that caller's personal data on behalf of the tradesperson. The tradesperson is the controller; we are the processor. Our processing of caller data is governed by our Data Processing Addendum which forms part of every Tradevoice subscription.
Calls answered by the Service are recorded and transcribed so that a message can be taken and a callback arranged. The assistant can be configured to tell callers at the start of the call that they are speaking to an automated assistant and that the call is recorded, and it will always answer honestly if a caller asks whether they are speaking to a person.
Follow-up messages and review requests. Some plans include sending a follow-up message to a caller who did not book, and a review request after a completed job. Where you have enabled these, we send them on your instruction and on your behalf. Messages of this kind are electronic marketing under the Privacy and Electronic Communications Regulations, and as the controller you are responsible for having a lawful basis for sending them and for honouring any objection. We will stop sending on request, to us or to you, at any time.
Tradespeople decide how their assistant introduces itself. As the controller for their own caller data, each tradesperson is responsible for making sure their callers are appropriately informed, and that this is consistent with their own privacy notice and any recording obligations that apply to their business.
If you take the calendar option, you generate a credential that allows us to read the calendars you nominate. We use it for two things only: to avoid booking a job at a time you are already busy, and to write bookings we take into the calendar you choose.
Those calendars may contain personal data about other people, including appointments unconnected with your business. We do not read the content of individual entries beyond what is needed to establish that a period of time is unavailable, we do not store the substance of unrelated entries, and we never share them.
You can revoke the credential yourself at any time, from your calendar provider, without contacting us. When your subscription ends we delete the connection, and we will ask you to revoke the credential at your provider as well, because only you can do that.
We share personal data only where necessary, and only with parties bound by appropriate confidentiality and data protection obligations.
We use a limited number of sub-processors to deliver the Service — covering application hosting and storage, call transcription, natural-language understanding and voice generation, SMS and email delivery, payment processing, and analytics. Business customers can request details of the sub-processors we use at any time by emailing [email protected], and we notify business customers in advance of material changes.
We may also share data with:
We do not sell personal data and we do not allow our sub-processors to use your data to train their own AI models.
Personal data processed by Tradevoice is held on infrastructure operated by our sub-processors. Some of that infrastructure is located outside the United Kingdom.
Where personal data is transferred outside the UK, we rely on the transfer safeguards recognised under UK GDPR, being the UK International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses, together with a transfer risk assessment.
If you need to know the specific locations involved for your own records or risk assessment, email us and we will tell you. We would rather answer that question accurately for your account than publish a general statement that may not hold for every part of the service.
| Data | Retention |
|---|---|
| Account information | For the life of your account, plus 6 years after closure for accounting and legal purposes |
| Call audio recordings | 3 months by default — configurable for your account, deletable at any time |
| Call transcripts and structured summaries | 3 months by default — configurable per account, deletable at any time |
| Billing records | 6 years after the relevant transaction (HMRC requirement) |
| Marketing preferences | Until you withdraw consent or the account is closed |
| Website analytics | 3 months in pseudonymised form |
You can request deletion of any specific call recording or transcript at any time by emailing [email protected].
Under UK GDPR you have the right to:
To exercise any of these rights, email [email protected]. We will respond within one month. We do not charge for these requests except where they are manifestly unfounded or excessive.
If you are unhappy with how we handle your data, you can complain to the Information Commissioner's Office:
Information Commissioner's Office
Wycliffe House, Water Lane
Wilmslow, Cheshire, SK9 5AF
Helpline: 0303 123 1113
https://ico.org.uk
We would prefer to address your concerns directly first, so please come to us before going to the ICO.
The Tradevoice website uses cookies in three categories:
You can change your preferences at any time via the cookie banner or your browser settings.
We do not use third-party advertising cookies or cross-site tracking.
We take security seriously. Our measures include:
No system is perfectly secure. If we become aware of a personal data breach that is likely to result in a risk to your rights, we will notify you and the ICO without undue delay, in accordance with UK GDPR.
The Service is intended for use by businesses and adult sole traders. We do not knowingly collect personal data from anyone under 18. If you believe a child has provided us with personal data, contact us and we will delete it.
We may update this policy from time to time. The "Last updated" date at the top reflects when. For material changes (e.g. new sub-processors that materially affect data location, or new processing purposes), we will notify account holders by email at least 14 days before the change takes effect.
For any privacy questions, requests or complaints:
Email: [email protected]
Post: Tradevoice Ltd, 87 Heeley Bank Road, Sheffield, South Yorkshire, S2 3GL, England