Privacy Policy

Last updated: 10 July 2026

1. Who we are

Answrd is a fully managed AI communication service for UK service businesses. We are operated by Calem Taylor, trading as Answrd, based in London, United Kingdom.

Contact us about privacy: calem.taylor@answrd.co.uk

2. What data we collect

We collect and process the following categories of personal data:

• Client data: Name, email address, phone number, business name, and payment details when you sign up for Answrd.
• End customer data: Phone numbers and conversation transcripts of customers who call or text our clients' Answrd numbers. This data is processed on behalf of our clients.
• Job photographs: Photographs of a job, such as a leak, a boiler, a fuse box or damage to a property, uploaded by a client's customer at that client's request. The customer is sent a link and chooses whether to upload anything. Photographs are linked to the customer's name and phone number and to the job they enquired about. This data is processed on behalf of our clients.
• Usage data: Activity logs, call records, booking details, and dashboard usage data.
• Technical data: IP addresses, browser type, and device information when you visit our website.

3. How we use your data

We use personal data for the following purposes:

• Providing and managing the Answrd service for clients
• Processing payments and managing subscriptions
• Handling missed calls and SMS conversations on behalf of our clients
• Sending appointment reminders and Google review requests on behalf of clients
• Passing job photographs to the client whose customer supplied them, so the tradesperson can see the job before attending
• Improving our AI systems and service quality
• Communicating with clients about their account and service updates
• Complying with legal obligations

4. Legal basis for processing

We process personal data on the following legal bases under UK GDPR:

• Contract: Processing necessary to fulfil our service agreement with clients.
• Legitimate interests: Improving our service, preventing fraud, and maintaining security.
• Legal obligation: Complying with applicable laws and regulations.
• Consent: Where we have obtained your explicit consent, such as for marketing communications.

5. Data sharing and third parties

We share personal data with the following third-party service providers who process data on our behalf:

• Telnyx: Telephony provider handling call routing and SMS delivery. Data processed in the EU and US.
• Retell AI: Voice AI provider processing call audio and transcripts. Data processed in the US.
• Anthropic: AI provider powering SMS conversation responses. Conversation data is not used for model training and logs are deleted after 7 days. Data processed in the US.
• Ideal Postcodes (IDDQD Limited): UK address lookup provider, using Royal Mail Postcode Address File data only. When a caller gives a postcode during a phone call, we send that postcode on its own so the address can be checked against Royal Mail's records before it is passed to the business. Nothing else is sent: the house number or name is matched by us and never leaves our systems, and the caller's name and phone number are never sent. We have configured the service so that no personal data from these lookups is kept in the provider's logs. Data processed in the UK and the EU, with the provider's standard contractual clauses covering any transfer outside the UK or EEA.
• Supabase: Database and file storage provider, storing client and customer data and job photographs. Data stored in EU West (Ireland).
• Stripe: Payment processor handling subscription payments. Data processed in the US and EU.
• Resend: Email service provider for transactional emails. Data processed in EU West (Ireland).
• HubSpot: Customer relationship management platform storing names, email addresses and phone numbers from website enquiries and client sign-ups. Data processed in the US.
• Vercel: Hosting provider for our backend infrastructure. Requests are served from an EU edge location and processed in the US.
• Netlify: Hosting provider for our website and client application, processing server logs including visitor IP addresses. Data processed in the US.
• Google: Calendar provider, used only when a client connects a Google Calendar. We use the Google Calendar API to check free and busy times and to create, read back and delete the appointments Answrd books. Data processed in the US and EU.

We do not sell personal data to third parties. We do not share data for advertising purposes.

Google Calendar data

If you connect your Google Calendar, Answrd asks Google for two permissions only: calendar.freebusy and calendar.events. It never asks for permission to manage, share or delete your calendars.

What we do with them. We read your free and busy times to offer appointment slots to callers; busy blocks are used only for that, and we never read or store the titles, attendees or notes of the events behind them. We create the appointments Answrd books, and delete them when a booking is cancelled. To notice cancellations and moves, we ask Google for events that have changed since our last check and keep only the ones Answrd created; any others are discarded and never stored. Before a reminder or a review request is sent for an appointment Answrd booked, we look up that specific appointment in Google to confirm it still exists; if it has been cancelled there, nothing is sent. When you connect your business calendar, we look through your recent events for one you organised, to learn which Google account is connected; we store that email address and nothing else from those events.

What we never do. Calendar data is never used for advertising, profiling or AI training, never sold, and never shared with anyone except the providers that deliver the service, which receive only what is needed to offer and confirm an appointment.

Disconnecting. Disconnecting your calendar removes the connection and the stored refresh token straight away. The appointments Answrd already booked remain in your calendar, and we keep our own record of them as bookings.

6. Data retention

We retain personal data for the following periods:

• Client account data: For the duration of the subscription plus 12 months after cancellation.
• Call transcripts and conversation logs: 12 months from the date of the conversation.
• Job photographs: 6 months from the date they were uploaded, after which they are deleted permanently. This is deliberately shorter than the period for conversation data, because photographs of a customer's property are the most sensitive information we hold.
• Payment records: 7 years as required by HMRC.
• Website analytics data: 26 months.

Job photographs are shared only with the client business whose customer supplied them. They are never used for marketing, never shared with any other client, and never used to train AI models. A customer may ask for their photographs to be deleted at any time by contacting the business they sent them to, or by contacting us directly.

7. International data transfers

Some of our third-party providers process data outside the UK and EEA, including in the United States. Where this occurs, we ensure appropriate safeguards are in place, including Standard Contractual Clauses approved by the UK ICO.

8. Your rights

Under UK GDPR, you have the following rights regarding your personal data:

• Right of access: Request a copy of the personal data we hold about you.
• Right to rectification: Request correction of inaccurate or incomplete data.
• Right to erasure: Request deletion of your personal data in certain circumstances.
• Right to restrict processing: Request that we limit how we use your data.
• Right to data portability: Receive your data in a structured, machine-readable format.
• Right to object: Object to processing based on legitimate interests.

To exercise any of these rights, contact us at calem.taylor@answrd.co.uk. We will respond within 30 days.

You also have the right to lodge a complaint with the Information Commissioner's Office at ico.org.uk or by calling 0303 123 1113.

9. Data security

We implement appropriate technical and organisational measures to protect personal data against unauthorised access, loss, or disclosure. These include encrypted data storage, access controls, and regular security reviews. All data is transmitted over encrypted connections (HTTPS/TLS).

10. Cookies

Our website uses only essential cookies necessary for the site to function. We do not use advertising or tracking cookies. No consent banner is required as we only use strictly necessary cookies.

11. AI disclosure

Answrd uses artificial intelligence to handle customer conversations on behalf of our clients. Customers interacting with an Answrd-powered number are communicating with an AI system, not a human. Our AI systems are disclosed as automated services in all communications.

12. Changes to this policy

We may update this privacy policy from time to time. We will notify clients of significant changes by email. The latest version will always be available at answrd.co.uk/privacy.

13. Contact

For any privacy-related questions or to exercise your rights, contact us at:

Calem Taylor
Trading as Answrd
London, United Kingdom
calem.taylor@answrd.co.uk
07727 274563