Privacy Policy

1. Who we are

"ReceptionMate", "we", "us" and "our" refer to ReceptionMate Ltd, a company registered in England and Wales (Company No. 16839506), with registered office at Studio 9, 50–54 St. Paul's Square, Birmingham B3 1QS.

ReceptionMate Ltd is the data controller for the personal data we process in connection with our marketing site, our portal, and the calls our AI agents handle on behalf of our customers — except where we act as a data processor on behalf of a customer (typically: the call recordings, transcripts, and end-customer details captured while answering calls for a specific garage). Customers acting as controllers should refer to their Data Processing Agreement with us.

2. What we collect

We collect the following categories of personal data:

• Account information — name, email address, phone number, business name, and role, provided when you sign up for the portal or request a demo.
• Call data — when our AI receptionist answers a call on behalf of a customer garage, we record and store the audio, a generated transcript, the caller's phone number, and any details the caller provides (name, vehicle registration, service requested, preferred time).
• Booking and message data — bookings made, SMS confirmations sent, and notes attached to conversations.
• Billing information — billing address, VAT number, and payment-method metadata (the full card number is held by our payment processor, not by us).
• Usage data — actions taken in the portal, IP address, browser type, and timestamps. Used for security and product improvement.
• Marketing data — if you fill in a form on our marketing site, we record what you submitted and where you came from.

3. Why we collect it

We process personal data on the following lawful bases:

• Contract — to provide the ReceptionMate service to our customers (answering calls, routing bookings, sending confirmations, billing).
• Legitimate interests — to operate, secure and improve our service, prevent fraud, and contact you about issues with your account. We balance our interests against your rights and freedoms when relying on this basis.
• Consent — for marketing emails and non-essential cookies. You can withdraw consent at any time.
• Legal obligation — to meet our tax, accounting and other statutory obligations.

4. Who we share data with

We do not sell personal data. We share it only with:

• Our sub-processors — third-party suppliers that operate parts of our infrastructure under contract (see section 5).
• Our customers — when an end-caller's data was captured on a garage's account, that garage receives the call data so they can fulfil the booking.
• Professional advisers — accountants, lawyers and auditors, where strictly necessary.
• Authorities — where required by law, court order or to protect our rights and the safety of others.

We do not use customer call data to train third-party AI models without explicit permission. We do not share call recordings or transcripts with other customers.

5. Sub-processors

We engage trusted third-party suppliers ("sub-processors") to operate parts of our infrastructure. Each is bound by written terms requiring confidentiality and an appropriate level of data protection, and is selected to meet UK / EU data-protection standards.

The categories of sub-processors we use are:

A full list of named sub-processors is available to customers on request as part of our Data Processing Agreement. Email [email protected] to request it.

6. International transfers

Some of our sub-processors operate outside the UK and the EEA. Where personal data is transferred outside the UK, we rely on the UK International Data Transfer Agreement, the EU Standard Contractual Clauses with the UK Addendum, or an adequacy decision — whichever applies to the destination country. Copies of the relevant transfer mechanisms are available on request.

7. How long we keep data

• Call recordings and transcripts — retained for the lifetime of the customer's account, then deleted within 90 days of account closure (or earlier if the customer requests deletion).
• Account and billing records — retained for six years after the end of the customer relationship, to meet HMRC and Companies Act requirements.
• Marketing data — retained for three years from the last meaningful interaction, then deleted.
• Server and application logs — retained for 30 days for security and debugging purposes.

8. Your rights

Under UK GDPR you have the right to:

• Access the personal data we hold about you.
• Have inaccurate data corrected.
• Have your data deleted ("right to be forgotten") in certain circumstances.
• Restrict how we process your data.
• Receive your data in a portable format.
• Object to processing based on legitimate interests or direct marketing.
• Withdraw consent at any time, where consent is the lawful basis.

If your data is held by ReceptionMate as a processor on behalf of one of our customers (typically: call data from a specific garage), please contact that garage directly to exercise your rights. We will support our customer to respond.

To exercise any right, email [email protected]. We will respond within one calendar month.

9. Cookies and tracking

Our marketing site uses essential cookies needed to make the site work. We do not currently set advertising cookies. Our portal sets session cookies required for sign-in. If we add analytics or marketing cookies in future, we will display a consent banner and only set non-essential cookies after you agree.

10. Security

We protect data using industry-standard measures: encrypted connections (TLS) for all traffic, encrypted storage of call recordings, role-based access controls, audit logging, and regular security reviews of our infrastructure. No system is perfect, but we take this seriously and respond quickly to vulnerabilities.

11. Changes to this policy

We may update this policy as the service evolves. The "Last updated" date at the top of the page reflects the most recent change. For material changes, we will notify customers by email at least 30 days before the change takes effect.

12. Contact and complaints

For any privacy question — including requests for a Data Processing Agreement — email [email protected].

If you are unhappy with how we have handled your data, you have the right to complain to the UK Information Commissioner's Office (ICO):

Information Commissioner's Office
Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF
Helpline: 0303 123 1113
ico.org.uk