Privacy Policy | CallOut

1. Who we are

CallOut is a trading name of Vbird Ltd, a company registered in England and Wales. We operate the CallOut platform at calloutnow.co.uk, which provides AI-powered missed-call recovery and business management tools for UK tradespeople.

For data protection purposes, Vbird Ltd is the data controller for personal data collected through our platform. You can contact us about data matters at: hello@calloutnow.co.uk.

2. What data we collect

Data you provide directly

Account registration data: name, email address, business name, phone number
Business profile information: trade type, service area, Gas Safe registration number (if applicable)
Billing and payment information (processed securely via Stripe — we do not store card details)
Communications you send us via email or in-app support

Data generated through use of the service

Inbound call records: caller phone number, call timestamp, call duration
SMS conversations: the full text of messages exchanged between your customers and the CallOut AI assistant on your behalf
Web chat conversations: messages from customers interacting with your shareable chat link
Enquiry data: job descriptions, customer contact details, location details captured during conversations
Quote and invoice data: job descriptions, pricing, customer names and contact details
Usage data: pages visited, features used, button clicks, session duration, device and browser information
UTM and attribution data: how you arrived at our website

Data about your customers

When your customers contact you through CallOut (via SMS or web chat), we collect their messages and any contact details they provide (name, phone number, email). You are responsible for ensuring your customers are aware their enquiry is handled by an AI assistant on your behalf. CallOut acts as a data processor in respect of your customers' personal data; you are the data controller.

3. How we use your data

Service delivery (contract performance)

Providing, operating, and improving the CallOut platform
Routing inbound calls and SMS messages to the correct account
Running AI conversations on your behalf and generating enquiry summaries, draft quotes, and invoices
Sending you push notifications, SMS alerts, and email notifications about your account activity
Processing subscription payments via Stripe

Legitimate interests

Detecting and preventing fraud, abuse, and security incidents
Monitoring platform performance and diagnosing technical issues
Understanding how the platform is used to guide product development
Marketing our services to existing customers (you can opt out at any time)

Legal obligation

Complying with applicable laws, regulations, and lawful requests from public authorities
Maintaining records required for tax and accounting purposes

4. AI training and data licensing

To improve the quality, accuracy, and safety of the AI assistant and related features, Vbird Ltd may use data generated through use of the platform — including conversation transcripts, enquiry summaries, and usage patterns — for the following purposes:

Internal model evaluation and improvement: analysing conversation quality, identifying failure modes, and improving the AI's ability to qualify jobs, handle objections, and follow safety rules.
Fine-tuning and training AI models: using anonymised and/or aggregated conversation data to train, fine-tune, or evaluate AI models operated by Vbird Ltd or its authorised subprocessors.
Data licensing to third-party AI providers: Vbird Ltd reserves the right to licence anonymised, aggregated, or de-identified data derived from platform usage — including but not limited to conversation patterns, job description structures, and customer enquiry data — to third-party artificial intelligence developers, large language model providers, and AI research organisations. No such licensed data will contain directly identifying personal information (such as names, phone numbers, or email addresses) without your explicit separate consent.

Where we use personal data for AI training or licensing, we rely on our legitimate interest in building and improving AI-powered services, balanced against your rights. You have the right to object to this processing — see Section 8 for how to exercise that right.

We will never sell data in a form that identifies you or your individual customers to any third party for purposes unrelated to AI development and improvement.

5. Who we share data with

We share data with the following categories of third parties as necessary to operate the service:

Supabase — cloud database and authentication infrastructure (EU data region)
Vercel — platform hosting and edge deployment
Anthropic — AI model provider (Claude) for conversation and document generation
Vonage (Ericsson) — telephony provider for SMS and call handling
Stripe — payment processing and subscription management
Resend — transactional email delivery
Microsoft Clarity — session recording and UX analytics (anonymised)
AI training partners — as described in Section 4, where data has been anonymised and aggregated

All subprocessors are required to handle personal data in accordance with applicable data protection law. We do not sell your personal data to advertising networks, data brokers, or marketing platforms.

6. Data retention

Account data is retained for the duration of your subscription plus 12 months after cancellation, then deleted or anonymised.
Conversation transcripts and enquiry data are retained for 24 months from the date of the conversation, unless you request earlier deletion.
Billing records are retained for 7 years as required by HMRC.
Anonymised usage and analytics data may be retained indefinitely.

7. Cookies and tracking

We use essential cookies required for authentication and session management. We may also use analytics cookies (Microsoft Clarity) to understand how visitors use our website. You can disable non-essential cookies in your browser settings, though this may affect platform functionality.

8. Your rights under UK GDPR

As a UK data subject, you have the right to:

Access — request a copy of the personal data we hold about you
Rectification — ask us to correct inaccurate or incomplete data
Erasure — request deletion of your personal data (subject to legal retention obligations)
Restriction — ask us to pause processing of your data in certain circumstances
Portability — receive your data in a structured, machine-readable format
Objection — object to processing based on legitimate interests, including AI training use described in Section 4
Withdraw consent — where processing is consent-based, withdraw that consent at any time

To exercise any of these rights, email hello@calloutnow.co.uk. We will respond within 30 days. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

9. International data transfers

Some of our subprocessors (including Anthropic and Vercel) may process data outside the UK or EEA. Where this occurs, we ensure appropriate safeguards are in place, including Standard Contractual Clauses approved by the UK ICO or reliance on adequacy decisions.

10. Changes to this policy

We may update this policy from time to time. Material changes will be notified to registered users by email at least 14 days before they take effect. The "Last updated" date at the top of this page reflects the most recent revision.

11. Contact

Vbird Ltd, trading as CallOut
Email: hello@calloutnow.co.uk
Website: calloutnow.co.uk