Privacy Policy

1. Who we are

CallNudge is operated by CallNudge Ltd, a company registered in England and Wales. Our service captures details from callers who reach your business when you are unable to answer, and delivers a summary to you by SMS, WhatsApp, or email.

For any questions about this policy, please contact us at hello@callnudge.co.uk.

We are registered with the Information Commissioner's Office (ICO) as a data controller and as a data processor acting on behalf of our business customers.

2. What information we collect

Information about your callers

When a caller is diverted to CallNudge, our system may collect:

• The caller's phone number (provided by the network)
• The caller's name (if they choose to give it)
• Details about their enquiry, including any personal or sensitive information they volunteer during the call
• A recording or transcript of the call
• The date and time of the call

We collect this information on your behalf, as your data processor. You, the business customer, are the data controller for your callers' personal data.

Information about you (our business customers)

When you sign up for CallNudge, we collect:

• Your name and the name of your business
• Your email address and phone number
• Your billing information (processed securely by our payment provider - we do not store full card details)
• Your call-forwarding number and any script or preference settings you configure

Technical data

When you use our website or dashboard, we may automatically collect:

• Your IP address
• Browser type and version
• Pages visited and time spent
• Referring website

3. How we use your information

We use the information we collect to:

• Deliver the CallNudge service - answering diverted calls and sending summaries to you
• Set up and manage your account
• Process payments and issue invoices
• Send you service notifications (e.g. call summaries, account alerts)
• Provide customer support
• Improve and develop the service
• Comply with our legal obligations

We do not sell your data or your callers' data to any third party. We do not use it for advertising.

4. Lawful basis for processing

Under the UK General Data Protection Regulation (UK GDPR), we rely on the following lawful bases:

• Contract - processing necessary to provide the service you have signed up for
• Legitimate interests - improving the service, fraud prevention, and internal analytics, where these do not override your rights
• Legal obligation - where we are required by law to process or retain data
• Consent - for any optional communications such as product updates or newsletters

Callers who are answered by our system are informed at the start of the call that they are speaking with an automated assistant acting on behalf of the business they called. This satisfies the transparency requirements under the ICO's guidance on AI-assisted calls.

5. How long we keep your data

Call summaries and transcripts are retained for 90 days by default and then automatically deleted. You can request deletion at any time from your account settings or by emailing us.

Account information is retained for as long as your subscription is active. When you cancel, we retain basic records (name, email, billing history) for six years to comply with UK tax law, after which they are permanently deleted.

6. Who we share data with

We share data with a small number of trusted third-party service providers who help us operate the service. All providers are contractually required to handle data securely and in accordance with UK GDPR:

• Cloud infrastructure - for hosting and data storage (UK or EEA region)
• Payment processing - for handling subscription payments securely
• SMS and messaging providers - to deliver call summaries to you
• Voice and telephony providers - to answer and process diverted calls

We do not transfer personal data outside the UK or EEA unless appropriate safeguards are in place (such as UK adequacy decisions or standard contractual clauses).

We may disclose data if required to do so by law, court order, or a request from a regulatory authority.

7. Cookies

This marketing website (callnudge.co.uk) uses only essential cookies required for the site to function. We do not use advertising or tracking cookies. A session cookie is used to support form submission.

The CallNudge customer dashboard uses functional cookies to keep you logged in and remember your preferences. These are not shared with third parties.

You can control cookies through your browser settings. Disabling essential cookies may affect how the site functions.

8. Your rights under UK GDPR

If you are a CallNudge customer, or a caller whose data we have processed on your behalf, you have the following rights:

• Right of access - you can request a copy of the personal data we hold about you
• Right to rectification - you can ask us to correct inaccurate data
• Right to erasure - you can ask us to delete your data (subject to legal retention obligations)
• Right to restriction - you can ask us to limit how we use your data
• Right to data portability - you can ask for your data in a machine-readable format
• Right to object - you can object to processing based on legitimate interests
• Rights related to automated decision-making - our call summaries are generated by AI, but no automated decisions with legal or significant effect are made about any individual

To exercise any of these rights, please email hello@callnudge.co.uk. We will respond within one calendar month.

9. Security

We take reasonable technical and organisational measures to protect personal data against unauthorised access, loss, or destruction. These include encrypted data storage, access controls, and regular security reviews.

In the event of a data breach that is likely to result in a risk to your rights or freedoms, we will notify the ICO within 72 hours and affected individuals without undue delay, as required by UK GDPR.

10. Changes to this policy

We may update this policy from time to time. When we make significant changes, we will notify active customers by email and update the "Last updated" date at the top of this page. We encourage you to review this policy periodically.

11. Contact us and how to complain

If you have any questions about this policy, or wish to exercise your rights, please contact us:

If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):

• Website: ico.org.uk
• Telephone: 0303 123 1113