Privacy Policy

1. Who we are

Balmoral Plumbing & Heating uses CallPilot Voice, an AI voice receptionist, to answer calls and take bookings. For data-protection questions, contact us on +447775694255.

2. Calls are recorded and transcribed

When you call +442038389029, the call is handled by an automated AI assistant. Calls may be recorded and transcribed so we can take your booking accurately and keep a record of what was agreed. You will be informed at the start of the call. If you do not consent, please hang up and contact us by another method.

3. What we collect

• Your phone number and name.
• The service you request and your preferred appointment time.
• The call recording and its transcript.

4. How we use it

Solely to provide our services: to book and manage your appointment, add it to our calendar, notify the business owner, and contact you about your booking. We do not sell your data.

5. Processors

We share data only with the providers that run the service on our behalf: Telnyx (telephony, voice AI, SMS), Google Calendar (appointment scheduling), and our hosting provider. Each acts under a data-processing agreement.

6. Retention

Recordings and transcripts are kept only as long as needed to deliver and evidence the service, then deleted. You can ask us to delete your data at any time.

7. Your rights (UK GDPR)

You have the right to access, correct, or delete your data, and to object to processing. To exercise these rights, contact us on +447775694255. You may also complain to the Information Commissioner's Office (ico.org.uk).

8. Lawful basis

We process your data on the basis of our legitimate interests in answering enquiries and managing bookings, and to take steps to enter into or perform a contract with you (your appointment). Call recording is covered by a clear notice at the start of the call.

9. Data retention

Call recordings and transcripts are kept for up to 90 days and then deleted, unless a booking requires us to keep limited details longer to deliver the service. You can ask us to delete your data sooner at any time.

10. International transfers

Some of our processors operate outside the UK. Where data is transferred internationally, it is protected by UK-approved safeguards (the International Data Transfer Agreement / Addendum to the EU Standard Contractual Clauses). See our Data Processing Agreement for the list of sub-processors.