Privacy policy
Version 1.0. Effective 30 July 2026.
This policy explains how BuilderVoice AI handles personal information. It covers two groups: the plumbing and building businesses who use our service, and the people who call them.
1. Who we are
BuilderVoice AI provides an AI-assisted telephone receptionist for UK trade businesses. Where we answer calls on behalf of a business, that business is the controller of the caller's information and we are its processor. Where we run our own account administration, billing, security and marketing, we are the controller.
Questions about this policy go to [PRIVACY EMAIL].
4. What we process
4.1 Business Customer information
Business name, contact name, email address, telephone numbers, website, service areas, opening hours, billing records, account settings and support correspondence.
4.2 Caller and enquiry information
Where we process calls for a Business Customer, the information may include caller name; telephone number; email address where provided; address or postcode; property or occupancy information; description of the problem or requested service; appointment preferences; availability; call date and time; call duration; call routing and status; live audio processed transiently during the conversation; written transcript; AI-generated summary; structured information extracted from the transcript; urgency or emergency flag; potential vulnerability flag; follow-up notes; and notification records.
BuilderVoice AI does not currently retain call audio.
Callers may provide additional information voluntarily. We configure the AI receptionist to avoid requesting information that is not relevant to the enquiry.
8. Artificial intelligence and call handling
BuilderVoice AI uses artificial intelligence to recognise and transcribe speech, generate conversational responses, extract enquiry information, summarise completed calls, classify apparent urgency, flag possible vulnerability, answer approved business questions, and structure leads and appointment requests.
Different providers perform different parts of this processing. OpenAI currently supports live speech processing, transcription and conversational responses. DeepSeek currently performs post-call summarisation and structured extraction from completed call transcripts where the integration is enabled.
A call transcript sent to DeepSeek may contain the caller's name, telephone number, postcode or address information, details of a problem at a home or property, appointment preferences, vulnerability-related information, and other information voluntarily disclosed by the caller.
DeepSeek processing of private caller information must not be enabled unless BuilderVoice AI has implemented the international-transfer safeguards described below.
AI-generated transcripts, classifications and summaries may be incomplete or inaccurate. Business Customers must review material information before relying on it for service delivery, safety decisions, pricing, appointments or customer communications.
The standard Services do not make final decisions about whether a customer will receive a service, final pricing, credit, legal rights, insurance, employment, access to essential services, or confirmed appointments. The receptionist records appointment requests. It does not confirm an appointment.
9. AI transparency
BuilderVoice AI's inbound receptionist does not currently announce automatically at the start of every call that it is an AI system.
If a caller asks whether the receptionist is an AI system, the receptionist is configured to answer truthfully.
The Business Customer is responsible for informing callers that calls may be answered by an AI-assisted receptionist, that live audio is processed to conduct the conversation, and that a written transcript may be created and retained.
Business Customers may provide this information through their telephone greeting, website privacy notice, booking terms or another clear and accessible communication. Our recommended disclosure is:
Your call may be answered by an AI-assisted receptionist. Information you provide will be processed and transcribed so that we can manage your enquiry and arrange appropriate follow-up.
BuilderVoice AI may introduce an automatic spoken disclosure in a future version of the Services. If it does, this Privacy Policy will be updated accordingly.
10. Live audio and transcripts
10.1 Live audio
Live audio is transmitted and processed transiently by authorised telephony, speech-processing and artificial-intelligence providers to operate the conversation.
10.2 Audio recording
Audio recording is not currently available through BuilderVoice AI. We do not retain call audio, and Business Customers cannot currently enable recording.
If audio recording is introduced in the future, we will update this Privacy Policy, the Data Processing Agreement, the Sub-processor list, the applicable retention information, and the disclosures Business Customers must provide to callers.
10.3 Transcription
BuilderVoice AI creates a written transcript of the call. Transcripts may be used to understand and document the enquiry, generate a summary, extract structured lead information, identify apparent urgency or vulnerability, support follow-up, notify the Business Customer, investigate a complaint, and maintain service reliability and security where permitted.
10.4 Post-call summarisation
Where the DeepSeek integration is enabled, the completed transcript is sent to DeepSeek for post-call summarisation and structured extraction. This may include personal and sensitive information voluntarily provided by the caller.
BuilderVoice AI must disable this processing unless the international-transfer safeguards described below have been completed.
13. Who we share information with
| Provider | What they do | What they receive | Where |
|---|---|---|---|
| OpenAIIn use | Live speech recognition and conversational response during a call (Realtime API) | Live call audio, the resulting transcript, and the business brief supplied as context | United States, under the applicable transfer mechanism |
| DeepSeekNot currently enabled | Post-call summarisation and structured extraction; analysis of publicly available business websites | Full call transcripts, including caller name, telephone number, postcode, enquiry details and any special category data a caller volunteered; public website content | Mainland China. No UK adequacy regulationA restricted transfer. Requires an IDTA or UK Addendum and a documented transfer risk assessment before live call data is processed. |
| TwilioIn use | Telephony, phone numbers, call routing and SMS delivery | Telephone numbers, call metadata, call audio in transit, and the content of text messages | International, under the applicable transfer mechanism |
| RenderIn use | Application and database hosting | Account information, call records, transcripts and structured leads | Frankfurt, Germany |
| ResendNot currently enabled | Transactional email notifications | Recipient email address and notification content | United States, under the applicable transfer mechanism |
Status reflects the live configuration of this deployment at the time this page was loaded.
13.3 Mainland China and DeepSeek
DeepSeek is used for post-call summarisation and structured extraction where the integration is enabled. This means a completed call transcript may be transferred to and processed by a DeepSeek entity in mainland China. The transcript may contain the caller's name, telephone number, postcode, enquiry details and information relating to health, disability or vulnerability that the caller has voluntarily disclosed.
Mainland China is not covered by a general UK adequacy regulation.
BuilderVoice AI must not enable DeepSeek processing of private caller information unless an appropriate international-transfer mechanism is in place; a transfer risk assessment or other legally required data protection test has been completed; the assessment concludes that the transferred information will receive protection that is not materially lower than that required under UK law; appropriate supplementary safeguards have been implemented; and the relevant Business Customer has been informed.
If these requirements cannot be satisfied, BuilderVoice AI will disable DeepSeek processing for private caller information and use an alternative provider or provide the Services without DeepSeek-generated summaries.
Website analysis involving publicly available business information is assessed separately from the processing of private call transcripts.
14. How long we keep information
| Information | Standard retention |
|---|---|
| Call transcripts | 365 days |
| Call audio | Not retained |
| Structured leads and appointment requests | Subscription period and configured retention period |
| Account information | Account period plus a reasonable legal, tax and dispute period |
| Billing and transaction records | Normally up to 6 years after the relevant accounting period |
| Prospect records | While relevant for business development, subject to periodic review |
| Consent and permission records | For as long as needed to demonstrate the permission relied upon |
| Suppression records | As long as reasonably necessary to ensure the person is not contacted again |
| Security logs | According to security need and risk |
| Support records | For the account period and a reasonable period afterwards |
Transcript and recording periods are read from this deployment's configuration, not typed in by hand. Recording retention would be 30 days if recording were available.
19. Your rights
You have the right to ask for access to your information, correction, erasure, restriction, objection and portability where applicable. If we answer calls for a business, that business is the controller and requests should go to them; we will assist them.
Manual handling of rights requests
BuilderVoice AI does not currently provide automated per-caller access, correction or deletion tools.
Where a Business Customer asks us to locate, correct, export or delete information relating to a particular caller, we may perform the required work manually through controlled database operations.
We may charge the Business Customer reasonable costs where a request requires complex, repetitive or unusually time-consuming technical work. This does not affect the individual's statutory data protection rights.
You may complain to the Information Commissioner's Office at ico.org.uk.