Privacy policy

This policy explains what personal data CallBack AI collects, why, who we share it with, how long we keep it, and your rights. We've written it to be read, not skimmed past.

Who we are

CallBack AI is a missed-call text-back service for UK trades businesses. It is run by Stuart Interactive, based in the UK. In this policy, “we”, “us” and “our” mean Stuart Interactive.

Contact us about anything in this policy at callbackai.uk@gmail.com.

The two roles we play

How we handle data depends on who you are:

• If you use CallBack AI for your business (for example, you're a plumber or electrician with an account), or you asked us for a demo, we decide how your data is used. We are the controller of that data.
• If you rang or texted a business that uses CallBack AI, that business decides how your details are used, and it is the controller. We handle your details only on its behalf and on its instructions, as its processor. If you have questions about how your details are used, contact the business you rang. We'll help it answer you.

What we collect

When you request a demo on our website

• Your name, phone number, business name (optional) and any message you write.

When your business has an account

• Your email address and a password (stored only as a secure hash by our sign-in provider; we can never see it).
• Your business details: business name, your name, trade, services, areas covered, opening hours and settings.
• The mobile number you give us for alerts, and the phone numbers you connect.
• Billing details: your plan and payment status. If you pay by card, your card details are handled by our payment provider, not us.
• How you use the service: for example, counts of missed calls and texts, used to apply plan limits.

When someone calls or texts a business that uses CallBack AI

• The caller's phone number and the time and outcome of the call. We don't record calls.
• The text messages sent and received in the conversation, and whether each was delivered.
• Details the caller gives in those texts: usually their name, postcode, what the job is and when suits them.
• Whether they replied STOP, so they are never texted again.

We don't ask for special category data (such as health information). People sometimes mention things like an elderly or vulnerable person at home when describing an urgent job; that text is stored as part of the conversation so the business can respond appropriately.

Why we use it, and our lawful basis

• To provide the service to businesses: running your account, sending texts, collecting lead details, alerting you. Lawful basis: contract (to provide what you signed up for).
• To respond to demo requests: ringing you back to arrange a demo. Lawful basis: legitimate interests (you asked us to get in touch). We don't add you to marketing lists.
• To keep the service secure and working: preventing misuse, fixing faults, honouring STOP requests. Lawful basis: legitimate interests and, for opt-outs, legal obligation.
• For billing and records: lawful basis: contract and legal obligation (keeping financial records).

For callers' data, the business using CallBack AI is responsible for having a lawful basis; we process it on its behalf.

Automated replies

When a caller texts back, the reply may be written automatically, either by fixed rules or by an AI model, to collect their details. These replies never quote prices, never book a job, and hand the conversation to the business. Messages that mention emergencies such as a gas smell are flagged to a person straight away with fixed safety advice. No decision with legal or similarly significant effects is made about anyone automatically.

Who we share data with

We don't sell personal data. We use these providers to run the service, each bound by contract to protect it:

• Supabase: our database and sign-in. Data is stored in the European Union (Ireland).
• Vercel: hosts our website and app. Our app's servers run in the European Union (Ireland).
• Twilio: phone numbers, calls and text messages.
• Anthropic: the AI model that writes automated replies. It receives the text conversation to write each reply. Under its commercial terms, it does not use this data to train its models.
• Stripe: card payments, if you pay by card.
• Google: our business email, if you email us.

Some of these providers are based in, or may access data from, the United States. Where personal data leaves the UK, we rely on the safeguards UK law allows, such as the UK–US data bridge or the UK International Data Transfer Addendum.

We may also share data if the law requires it, or to protect people from harm.

How long we keep it

• Conversations, call logs and lead details: for as long as the business's account is open, so it can see its history. The business can delete an individual customer's data at any time from its settings. When an account closes, we delete this data within 90 days.
• STOP requests: kept for as long as the business uses CallBack AI, so we never text that person again.
• Demo requests: up to 12 months, then deleted.
• Account and billing records: while your account is open, and billing records for up to 6 years afterwards, as UK accounting rules require.

How we protect it

Data is encrypted in transit and stored with our database provider. Each business can only ever see its own data: this is enforced by the database itself, not just the app. Only the Stuart Interactive team can access the admin area, and it shows businesses and plans, never their customers' messages.

Cookies

We only use the cookies needed to keep you signed in to your account. We don't use advertising or tracking cookies, and our website has no analytics trackers.

Your rights

Under UK data protection law you can ask to:

• see the personal data we hold about you
• correct it if it's wrong
• have it deleted
• restrict or object to how we use it
• receive it in a format you can take elsewhere

Email us at callbackai.uk@gmail.com and we'll reply within one month. If you texted a business that uses CallBack AI, you can also ask that business directly. Replying STOP to any of its texts stops them immediately.

If you're unhappy with how we've handled your data, you can complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113. We'd appreciate the chance to put it right first.

Children

CallBack AI is a service for businesses and isn't aimed at anyone under 18.

Changes to this policy

If we change this policy, we'll update the date at the top. If a change affects how we use businesses' data, we'll tell account holders by email first. See also our terms of service.