This Privacy Policy explains how CallCaptain ("we", "us", or "our") collects, uses, discloses, and safeguards your information when you use our AI-powered call handling service.
1. Who We Are
CallCaptain is a service provided by a UK-based service. We provide AI-powered receptionist services for home service businesses.
Contact: hello@callcaptain.co.uk
2. Information We Collect
2.1 Information You Provide
- Account Information: Business name, trade type, email address, phone number, password (encrypted)
- Business Settings: Custom greetings, notification preferences, Twilio configuration
- Payment Information: Processed by Stripe (we do not store card details)
2.2 Information We Collect Automatically
- Call Data: Caller phone number, call duration, timestamps
- Lead Information: Details captured during calls (name, postcode, issue description, urgency)
- Technical Data: IP address, browser type, device information
2.3 Information from Third Parties
- Twilio: Voice call recordings and metadata (subject to Twilio's terms)
- Stripe: Payment status and subscription information
3. How We Use Your Information
We use your information to:
- Provide and maintain our AI call handling service
- Process payments and manage subscriptions
- Send you notifications about new leads (SMS/email)
- Improve our service and develop new features
- Comply with legal obligations
4. Data Sharing
We share data only with:
- Twilio (USA): For voice call processing. Subject to EU-US Data Privacy Framework
- Stripe (USA): For payment processing. Subject to EU-US Data Privacy Framework
- OpenAI / Kimi: For AI call processing (voice-to-text, response generation)
We do not sell, rent, or trade your personal information to third parties for marketing purposes.
5. Data Retention
- Account Data: Retained while account is active, plus 30 days after deletion
- Call Recordings: Retained for 30 days, then automatically deleted
- Lead Data: Retained while account is active
- Financial Records: Retained for 6 years for tax purposes (legal requirement)
6. Your Rights (GDPR)
Under UK GDPR, you have the following rights:
- Right to Access: Request a copy of your personal data
- Right to Rectification: Request correction of inaccurate data
- Right to Erasure: Request deletion of your personal data ("right to be forgotten")
- Right to Data Portability: Request your data in a machine-readable format
- Right to Object: Object to processing based on legitimate interests
- Right to Withdraw Consent: Withdraw consent at any time
To exercise any of these rights, email hello@callcaptain.co.uk. We will respond within 30 days.
7. Security
We implement appropriate technical and organizational measures:
- Encryption at rest (AES-256) and in transit (TLS 1.3)
- Regular security audits and penetration testing
- Access controls and employee training
- Secure cloud infrastructure (UK/EU data centres)
8. International Transfers
Some data transfers occur outside the UK/EEA:
- Twilio (USA): Voice services. Subject to EU-US Data Privacy Framework
- Stripe (USA): Payments. Subject to EU-US Data Privacy Framework
- OpenAI (USA): AI processing. Standard Contractual Clauses in place
9. Cookies
We use essential cookies only:
- Session Cookie: Keeps you logged in during your session
- Security Tokens: Protects against CSRF attacks
We do not use tracking or advertising cookies.
10. Children's Privacy
Our service is not intended for children under 13. We do not knowingly collect data from children.
11. Changes to This Policy
We may update this policy periodically. We will notify you of material changes via email at least 30 days before they take effect.
12. Complaints
If you have concerns about how we handle your data, you have the right to complain to the ICO:
Information Commissioner's Office
ico.org.uk/make-a-complaint
13. Contact Us
Questions about this Privacy Policy:
Email: hello@callcaptain.co.uk
CallCaptain, Hartlepool, United Kingdom