Privacy Policy

Last updated: 9 July 2026

1. Who We Are

Ringby ("we", "our", "us") provides an AI-powered phone agent and web chat service for home service businesses. We are registered with the Information Commissioner's Office (ICO). If you have any questions about this policy, contact us at privacy@ringby.co.uk.

2. What Data We Collect

We collect the following categories of personal data:

  • Identity and Contact Data. Name, email address, phone number, business name, job role.
  • Call Recordings and Transcripts. Audio recordings and AI-generated transcripts of phone calls handled by our AI agent. Collected only for customers who use the AI phone agent feature.
  • Chat Data. Messages sent through the web chat widget, including any personal information voluntarily provided by end users.
  • Account Data. Username, password (hashed), preferences, subscription tier, payment history.
  • Usage Data. Pages visited, features used, time spent, error reports, device type, browser, IP address.
  • Payment Data. We do not store full payment card details. All payments are processed by Stripe, who act as an independent data controller. We store only the last four digits, card brand, and expiry month for reference.

3. How We Collect Your Data

  • Direct interactions. You provide data when you fill in forms, create an account, contact us, or use our services.
  • Automated technologies. We collect usage data through cookies and similar tracking technologies as described in our Cookie Policy.
  • Third parties. We receive data from Clerk (authentication), Stripe (payment confirmation), Twilio (call routing and telephony), and our analytics providers.

4. Lawful Basis for Processing

We process your personal data under the following lawful bases:

  • Contract performance. To provide our services to you, including account management, call handling, and support.
  • Legitimate interests. To improve our services, prevent fraud, send service-related communications, and analyse usage patterns.
  • Consent. For marketing communications, optional analytics cookies, and call recording where required.
  • Legal obligation. To comply with applicable laws and regulatory obligations.

5. How We Use Your Data

  • To provide, maintain, and improve our AI phone agent and chat services.
  • To process your subscription and billing through Stripe.
  • To communicate with you about your account, billing, and service updates.
  • To respond to your enquiries and provide customer support.
  • To train and improve our AI models using de-identified call and chat data.
  • To detect and prevent fraud, abuse, or violations of our Terms of Service.
  • To comply with legal and regulatory obligations.

6. Who We Share Your Data With

We share personal data only with service providers who need it to deliver our service:

  • Clerk. Authentication and user management. Clerk Privacy Policy
  • Stripe. Payment processing and subscription management. Stripe Privacy Policy
  • Twilio. Telephony and call routing services for the AI phone agent. Twilio Privacy Policy
  • Neon (Postgres). Database hosting for account and service data.
  • Vercel. Hosting and infrastructure for the Ringby platform.
  • ElevenLabs. Text to speech processing for AI voice calls (only for active phone agent customers).

We do not sell your personal data to third parties.

7. International Data Transfers

Some of our service providers operate outside the UK and European Economic Area (EEA). When we transfer your data to these countries, we ensure appropriate safeguards are in place, including Standard Contractual Clauses (SCCs) approved by the European Commission and the UK ICO, and Transfer Impact Assessments where required.

8. Data Retention

  • Account data. Retained for the duration of your account plus 12 months after cancellation, unless you request earlier deletion.
  • Call recordings and transcripts. Retained for 90 days after the call, then de-identified for AI model training purposes.
  • Chat data. Retained for the duration of your account. Individual chat logs are automatically deleted 12 months after the conversation.
  • Usage data. Retained in anonymised form indefinitely for analytics and service improvement.
  • Payment data. Retained only as long as required by HMRC and financial regulations (typically 6 years).

9. Your Data Protection Rights

Under UK GDPR and the Data Protection Act 2018, you have the following rights:

  • Right to be informed. What data we collect and how we use it (this policy).
  • Right of access. Request a copy of the personal data we hold about you.
  • Right to rectification. Correct inaccurate or incomplete data.
  • Right to erasure ("right to be forgotten"). Request deletion of your data.
  • Right to restrict processing. Limit how we use your data in certain circumstances.
  • Right to data portability. Receive your data in a structured, machine-readable format.
  • Right to object. Object to processing based on legitimate interests or direct marketing.
  • Rights related to automated decision-making. Including profiling.

To exercise any of these rights, email privacy@ringby.co.uk. We will respond within one month. If you are unsatisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office.

10. Data Security

We implement appropriate technical and organisational measures to protect your personal data, including encryption at rest and in transit, access controls, regular security assessments, and staff training. All payment processing is handled by Stripe, which is PCI DSS Level 1 compliant.

11. Call Recording

Where our AI phone agent is used, calls may be recorded and transcribed for quality assurance, training, and service improvement purposes. All parties will be notified at the start of each call that the conversation may be recorded. Recordings are retained for 90 days. You can request deletion of specific recordings by contacting us.

12. Children's Data

Our services are intended for businesses and individuals aged 18 and over. We do not knowingly collect data from children under 13. If we become aware that a child has provided us with personal data, we will delete it promptly.

13. Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be notified by email to account holders and via a notice on our website. We encourage you to review this policy periodically.

14. Contact Us

Data controller: Ringby UK
Email: privacy@ringby.co.uk
ICO registration number: [Registered with the Information Commissioner's Office]