Privacy Policy

Welcome to Call Concierge HQ LTD.

This Privacy Policy explains how we collect, use, store, protect, and process your information when you use our website (www.callconciergehq.com) and our AI-powered voice receptionist services.

By using our services, you agree to the practices described in this Privacy Policy.

If you do not agree, please discontinue use immediately.

We do not send marketing or promotional text messages*

We do not purchase phone lists*

1. Who We Are

Business Name: CallConciergeHQ
Location: 3 Horton Place, London, Kensington, W8 4LZ, First floor Office
Contact Email: [email protected]
Website: www.callconciergehq.com
Jurisdiction: England, United Kingdom

CallConciergeHQ provides AI-powered voice receptionist services, call automation, booking management, and lead handling solutions.

1.1. SMS Communications & Consent

Call Concierge HQ respects your privacy and is committed to protecting your personal information.

By providing your phone number through our website, contact forms, booking forms, onboarding forms, or other communication channels, you expressly consent to receive SMS communications from Call Concierge HQ.

We only send SMS messages to individuals who provide explicit written consent through our website forms. We do not send bulk marketing or promotional campaigns.

We retain records of SMS opt-in including timestamp, IP address, and consent source for compliance purposes.

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SNSMSsent only to users who provide explicit consent via our web forms. 

These communications may include:

- Appointment confirmations

- Appointment reminders

- Service notifications

- Follow-up messages related to your inquiry

- Customer support communications

Message frequency may vary depending on your interaction with our services.

1.2. Opt-In Consent

SMS messages are only sent to individuals who have:

- Submitted their phone number voluntarily through our website or forms.

- Provided express consent to receive SMS communications

We do not purchase phone lists or send unsolicited text messages.

SMS Opt-in consent is not shared with third parties for marketing purposes.

1.3 Messages & Data Rates

Standard message and data rates may apply based on your mobile carrier plan.

1.4 Opt-Out Instructions

You may opt out of SMS communications at any time by replying:

- STOP to unsubscribe

- HELP for assistance

After opting out, you will no longer receive SMS messages from us unless you re-enroll.

1.5 Data Usage

We use your phone number solely for communication related to:

-Your service requests

-Appointments

-Business-related follow-ups

We do not sell, rent, or share your phone number with third parties for marketing purposes.

1.6 Data Security

We implement appropriate administrative and technical safeguards to protect your personal information against unauthorized access, disclosure, or misuse.

1.7 SMS Communications & Consent

We send SMS communications only to users who have provided explicit consent via our website forms. These messages include appointment confirmations, reminders, service notifications, and customer care responses. Message frequency defined. Message and data rates may apply. Users may opt out at any time by replying STOP. For assistance, reply HELP. Consent to receive SMS messages is not a condition of purchase.

1.8 Timestamp Logging

We retain records of SMS opt-in including timestamp, IP address, and consent source for compliance purposes.

2. Information We Collect

When you start a free trial or paid subscription, we collect billing-related information, including payment method details, billing dates, and subscription status.

Payment information is processed securely by third-party payment processors (such as Stripe) and is not stored directly on our servers. We collect information to deliver and improve our services. The types of data we collect include:

If you start a free trial or paid subscription, we may collect billing-related information, including payment method details, billing dates, and subscription status.

Payment information is processed securely by third-party payment processors and is not stored directly on our servers.

2.1 User Input & Voice Data

Voice recordings

Call transcripts

Conversations processed by AI models

User-provided prompts or spoken instructions

2.2 Personal Information

Name

Phone number

Email address

Business details

2.3 Technical & Usage Data

IP address

Device information

Browser type

Cookies

Website usage analytics

Session data

Time spent on pages

Referrer URLs

2.4 Payment Information

Payment details are processed securely through Stripe.
We do not store full credit card information on our servers.

2.5 Automated Billing

By providing payment information, you authorize Call Concierge HQ to automatically charge your payment method at the end of any applicable free trial period unless cancelled prior to the billing date

2.6 Data retention During Trial

By providing payment information, you authorize us to charge your payment method automatically at the end of any applicable free trial period unless cancelled beforehand

2.7 Trial Data Handling

By providing payment information, you authorize Call Concierge HQ to automatically charge your payment method at the end of any applicable free trial period unless cancelled prior to the billing date

3. How We Use Your Data

CallConciergeHQ processes data for the following purposes:

Providing and delivering our AI receptionist services

Generating call transcripts and booking actions

Improving AI model accuracy and performance

Customer support and account management

Analytics and performance optimisation

Marketing, retargeting, and communication

Fraud prevention and platform security

Payment processing and billing

Account creation and authentication

Meeting legal, contractual, and regulatory obligations

4. Legal Basis for Processing (GDPR)

We process data under the following lawful bases:

Consent – when you explicitly allow us to collect and process data

Contract – to deliver the services you request

Legitimate Interests – improving service reliability, preventing fraud

Legal Obligation – compliance with applicable laws

5. AI and Automated Processing

Our AI voice agents process:

Voice input

Call handling

Booking and scheduling

Call summaries

Lead qualification

AI Disclosure:

Conversations may be analysed to improve accuracy and service quality.

Data is not used to train global AI models unless legally permitted and anonymised.

Automated decision-making assists with routing calls and generating responses.

6. Cookies & Tracking Technologies

We use cookies and analytics tools (e.g., Google Analytics, Cloudflare) to:

Improve website performance

Analyse visitor behavior

Personalise user experience

Track marketing effectiveness

Users may disable cookies in their browser settings.

7. Third-Party Services

We rely on trusted third parties to operate our services, including:

GoHighLevel – CRM, automation, workflow

OpenAI / ChatGPT – AI processing

Twilio – telephony and call routing

Stripe – secure payment processing

Google Analytics – website analytics

Cloudflare – security and CDN support

These providers process data under their own privacy policies.

8. Data Retention

We retain data until the user requests deletion, unless law requires otherwise.

Voice recordings, call transcripts, and user information may be deleted upon request.

9. User Rights (GDPR & CCPA Compatible)

Users have the right to:

Access their data

Request deletion (“right to be forgotten”)

Correct or update personal information

Withdraw consent at any time

Opt out of marketing communications

Opt out of data sharing

Data portability – obtain a copy of their data

Restrict processing under certain conditions

To exercise these rights, contact: [email protected]

10. Security Measures

We take reasonable and industry-standard measures to protect data:

Encrypted storage

Encrypted data transmission (HTTPS/SSL)

Access restrictions

Password-protected systems

Secure third-party hosting

Firewalls and security monitoring

Despite these efforts, no digital system is completely secure.

11. International Data Transfers

CallConciergeHQ does not intentionally transfer or store data internationally.

However, some third-party providers (e.g., OpenAI, Stripe, Twilio) may process data in global data centers in compliance with GDPR and international standards.

12. Children’s Privacy

Our services are not directed to individuals under 16 years of age, and we do not knowingly collect data from children.

13. Changes to This Policy

We may update this Privacy Policy periodically.
Changes will be posted on this page with an updated “Last Updated” date.

Continued use of the website or services indicates acceptance of the updated policy.

14. Contact Us

For privacy questions, requests, or concerns, contact:

📧 [email protected]
🌍 London, Kensington, England

First Floor Office, 3 Hornton Place, W8 4LZ