Privacy Policy

Last updated: 24 February 2026

Introduction

TradeHalo ("we", "us", or "our") is committed to protecting your privacy. We are registered in England and Wales and operate the TradeHalo platform at tradehalo.co.uk.

This privacy policy explains how we collect, use, and protect your personal data in accordance with UK GDPR and the Data Protection Act 2018.

If you have any questions, please contact us at hello@tradehalo.co.uk.

Information We Collect

We collect different types of information depending on how you use TradeHalo:

Account Data

When you create a TradeHalo account, we collect:

• Your name
• Email address
• Phone number
• Business name
• Business address and postcode

Customer Data

When our AI answers calls on your behalf, we collect and process:

• Customer names
• Customer phone numbers
• Customer addresses and postcodes
• Appointment details

This data is processed on your behalf to provide our services. You remain the data controller for your customer information.

Call Data

When our AI answers a call, the following happens:

• Audio — The caller's voice is streamed in real time via Twilio to our AI processing pipeline. This involves third-party providers including Deepgram (speech-to-text transcription), Anthropic or Google (AI response generation), and ElevenLabs (text-to-speech). Raw audio files are not stored by TradeHalo.
• Transcripts — A text transcript of the conversation is generated and stored securely in your tenant account.
• Call summaries — An AI-generated summary of the call outcome is stored alongside the transcript.
• Call metadata — Date, time, and duration of the call.

Transcripts and summaries are retained for 90 days and then automatically deleted. The audio processing providers listed above handle audio data in accordance with their own privacy policies and our data processing agreements with them.

Payment Data

Payment information is processed by Stripe, our payment processor. We do not store your full card numbers. We only keep records of transactions for billing purposes.

Usage Data

We automatically collect:

• Pages you visit on our platform
• Features you use
• IP addresses
• Browser type and version
• Time and date of access

Calendar Data

If you connect Google Calendar or use an ICS calendar feed, we access:

• Your calendar availability
• Appointment details we create on your behalf

How We Use Your Data

We use your personal data to:

• Provide AI phone answering for your business
• Book and manage appointments on your behalf
• Send SMS notifications to you and your customers
• Process payments for our services
• Sync appointments with your calendar
• Calculate travel time between appointments using Google Maps
• Send transactional emails (confirmations, receipts, notifications)
• Improve and develop our services
• Provide customer support
• Comply with legal obligations
• Monitor system errors and performance

Third-Party Processors

We work with trusted third-party service providers to deliver our services. All are bound by data processing agreements:

• Twilio Inc (USA) — Handles inbound phone calls, SMS messages, and phone number provisioning. Call audio is streamed via Twilio's infrastructure.
• Deepgram Inc (USA) — Converts caller speech to text in real time during AI calls.
• Anthropic PBC (USA) — Provides Claude AI for generating responses during phone calls.
• Google LLC (USA) — Google Gemini AI (alternative AI model); Google Calendar synchronisation; Google Maps API for travel time and address validation; Google Analytics 4 for website analytics (with your consent).
• ElevenLabs Inc (USA) — Converts AI-generated text responses to speech during calls.
• Stripe Inc (USA) — Processes subscription payments securely. We never store your full card number.
• SendGrid / Twilio (USA) — Sends transactional emails (receipts, notifications, reminders).
• Sentry / Functional Software Inc (USA) — Monitors application errors and system performance.

These providers act as data processors on our behalf. They do not use your data for their own purposes beyond delivering the services described above.

Data Retention

We keep your data for different periods depending on its type:

• Account data — Retained while your account is active, plus 30 days after deletion
• Call recordings and transcripts — Stored for 90 days
• Payment records — Kept for 7 years to comply with UK tax and accounting requirements
• Customer data — Deleted when you delete your TradeHalo account
• Usage data — Retained for up to 2 years for analytics purposes

Your Rights Under UK GDPR

You have the following rights regarding your personal data:

• Right to access — Request a copy of the data we hold about you
• Right to rectification — Ask us to correct inaccurate data
• Right to erasure — Request deletion of your data (subject to legal retention requirements)
• Right to restrict processing — Ask us to limit how we use your data
• Right to data portability — Receive your data in a machine-readable format
• Right to object — Object to certain types of processing
• Right to withdraw consent — Withdraw consent where we rely on it

To exercise any of these rights, please contact us at hello@tradehalo.co.uk.

If you are not satisfied with how we handle your data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

Cookies

We use the following categories of cookies:

• Essential cookies (always on) — Required for the platform to function. These include session cookies that keep you logged in and security cookies that protect against fraud and abuse. They cannot be disabled.
• Analytics cookies (optional) — We use Google Analytics 4 (GA4) to understand how visitors use our website, which pages are most popular, and how people find us. GA4 sets cookies to collect anonymised usage data. This data is processed by Google LLC (USA) in accordance with our data processing agreement with Google. We only activate analytics cookies with your consent.
• Marketing cookies (optional) — We may use marketing cookies to measure the effectiveness of advertising campaigns. These are only activated with your consent.

When you first visit our site, we will ask for your consent to optional cookies via the cookie banner. You can change your preferences at any time by clearing your browser's local storage or contacting us.

For more information on how Google processes data collected via GA4, see Google's Privacy Policy.

International Transfers

Some of our service providers are based in the United States, including:

• Twilio (phone, SMS, and call streaming)
• Deepgram (speech-to-text transcription)
• Anthropic (AI response generation)
• Google (AI, Calendar, Maps, and Analytics)
• ElevenLabs (text-to-speech)
• Stripe (payment processing)
• SendGrid (email delivery)
• Sentry (error monitoring)

Data transfers to these providers are protected by:

• Standard Contractual Clauses approved by the UK government
• UK adequacy decisions where applicable
• Additional security measures required by UK GDPR

Security

We take security seriously and implement multiple measures to protect your data:

• All data is encrypted at rest and in transit using industry-standard encryption
• Each customer's data is isolated in separate tenant databases
• Regular automated backups are performed
• Access controls limit who can view your data
• Security monitoring and error tracking via Sentry
• Regular security updates and patches

While we implement strong security measures, no system is completely secure. We cannot guarantee absolute security but we continuously work to improve our protections.

Children

TradeHalo is not intended for use by individuals under the age of 18. We do not knowingly collect personal data from children. If you believe we have collected data from a child, please contact us immediately.

Changes to This Policy

We may update this privacy policy from time to time to reflect changes in our practices or legal requirements. The "Last updated" date at the top of this page shows when the policy was last revised.

If we make significant changes, we will notify you by email or through a notice on our platform.

Contact Us

If you have any questions about this privacy policy or how we handle your data, please contact us:

Email: hello@tradehalo.co.uk
Website: tradehalo.co.uk

TradeHalo
Registered in England and Wales