TradieToolBox

Privacy Policy

Last updated: January 2025

1. Who we are

TradieToolBox is a trading name of [YOUR COMPANY NAME LTD] ("we", "us", "our"). We provide AI-powered call answering and job management software for plumbing businesses in the United Kingdom.

For questions about this policy or how we handle your data, contact us at: privacy@tradietoolbox.co.uk

2. What data we collect

We collect the following types of data:

From our customers (plumbing businesses)

  • Business name, contact name, email address and phone number
  • Billing information (processed securely via our payment provider)
  • Business trading hours, service area, and configuration preferences
  • Google Calendar access (Pro plan only, with your explicit permission)

From callers (end customers of plumbing businesses)

  • Name, phone number, and postcode
  • Description of the plumbing issue reported
  • Call recordings and transcripts
  • Any photos sent via WhatsApp (Pro plan only)

From website visitors

  • Usage data and analytics (pages visited, time on site)
  • Device and browser information
  • IP address
  • Any information submitted via our contact or demo booking forms

3. How we use your data

We use the data we collect to:

  • Provide and operate the TradieToolBox service
  • Send job summaries and alerts to plumbing businesses
  • Log and store job records on behalf of our customers
  • Process payments and manage subscriptions
  • Respond to enquiries and provide customer support
  • Improve our product and services
  • Comply with legal obligations

We do not sell your data to third parties. We do not use caller data for marketing purposes.

4. Legal basis for processing

We process personal data under the following legal bases:

  • Contract — processing necessary to deliver the service you have subscribed to
  • Legitimate interests — improving our service and ensuring security
  • Legal obligation — where we are required to process data by law
  • Consent — for optional communications such as marketing emails

5. Call recordings and transcripts

All calls handled by TradieToolBox are recorded and transcribed. Callers are informed of this at the start of every call. Recordings and transcripts are stored securely and made available to the plumbing business that subscribes to our service.

Recordings are retained for a maximum of 12 months unless a longer retention period is required by law or requested by our customer for legitimate business reasons.

6. Who we share data with

We share data only with the following third parties, where necessary to operate the service:

  • VAPI — AI voice processing
  • Twilio — telephony and SMS delivery
  • Make.com — workflow automation
  • Google — Calendar integration and analytics
  • Stripe — payment processing

All third-party providers are bound by data processing agreements and are required to handle data in compliance with UK GDPR.

7. Data retention

We retain customer account data for the duration of the subscription and for up to 6 years after cancellation in accordance with UK tax and accounting requirements. Caller data (job records and transcripts) is retained for 12 months by default. You may request earlier deletion by contacting us.

8. Your rights

Under UK GDPR, you have the right to:

  • Access the personal data we hold about you
  • Correct inaccurate data
  • Request deletion of your data ("right to be forgotten")
  • Restrict or object to certain types of processing
  • Data portability — receive your data in a machine-readable format
  • Withdraw consent at any time where consent is the legal basis

To exercise any of these rights, email us at privacy@tradietoolbox.co.uk. We will respond within 30 days.

If you are unhappy 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.

9. Security

We take the security of your data seriously. All data is transmitted over encrypted connections (HTTPS/TLS). Access to customer data is restricted to authorised personnel only. We conduct regular security reviews of our systems and third-party providers.

10. Changes to this policy

We may update this policy from time to time. We will notify existing customers of material changes by email. The "last updated" date at the top of this page will always reflect the most recent version.

11. Governing law

This policy is governed by the laws of England and Wales. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.