Privacy Policy

1.Who we are

TunedChat is operated by Aimero Ltd, a company registered in England and Wales. For the purposes of UK and EU data protection law, Aimero Ltd is the controller of the personal information we collect about our customers and website visitors.

When a business uses TunedChat to answer its phone calls, that business is the controller of its callers' information and we process it on the business's behalf as a processor. Section 5 explains what this means for callers.

2.Information we collect

Information you give us

• Account details, such as your name and email address when you sign in.
• Phone numbers you verify to receive test calls.
• Business information you add to your assistant, such as your website address, opening hours, services, contact details, instructions and knowledge base content.
• Messages you send us when you contact support.

Information created when calls are handled

• The caller's phone number and the number they called.
• Call recordings and transcripts.
• Call date, time and duration.
• Automatically generated summaries and insights, such as questions the assistant could not answer.

Information collected automatically

• Device and browser information, IP address and approximate location.
• How you use our website and dashboard, such as pages viewed and features used.
• Diagnostic data, such as error logs and performance information.

Information from third parties

If you sign in with a third-party account such as Google, we receive your name, email address and profile image from that provider. Our payment provider tells us whether a payment succeeded, but we never receive or store your full card details.

3.How we use information

We use personal information to:

• Provide, operate and maintain the Services, including answering calls on your behalf.
• Build your assistant's knowledge from the content you provide.
• Store and display call recordings, transcripts and analytics in your dashboard.
• Process payments and manage your subscription.
• Send service messages, such as security alerts, billing notices and updates to these policies.
• Provide customer support.
• Detect and prevent fraud, abuse and security incidents.
• Understand how the Services are used so we can improve them.
• Comply with our legal obligations and enforce our terms.

Our legal bases for this are: performing our contract with you; our legitimate interests in running, securing and improving our business; complying with legal obligations; and, where required, your consent (for example, for non-essential cookies). You can withdraw consent at any time.

We do not sell personal information.

4.Call recordings

Calls handled by TunedChat assistants are recorded and transcribed so businesses can review conversations and improve their assistant. Assistants are designed to tell callers at the start of the call that the call may be recorded.

Recordings and transcripts are available to the business that owns the assistant. Our staff access them only when needed to provide support, investigate a problem or meet a legal requirement.

5.If you called a business that uses TunedChat

The business you called decides how your call information is used and how long it is kept. We process it on that business's instructions. If you have a question about your call or want to exercise your privacy rights, please contact the business directly. If you contact us instead, we will forward your request to them where we can.

6.How we share information

We share personal information only where needed, with:

• Service providers who help us run TunedChat, such as providers of telephony, speech recognition, voice synthesis, AI language models, cloud hosting, authentication and payment processing. They may use the information only to provide services to us and must keep it secure.
• Professional advisers, such as lawyers and accountants, where reasonably necessary.
• Authorities, where we are required to by law or need to protect the rights, property or safety of our users, the public or Aimero Ltd.
• A buyer or successor, if our business is involved in a merger, acquisition or sale of assets. We will tell you before your information becomes subject to a different privacy policy.

7.International transfers

Some of our service providers are based outside the UK and the European Economic Area, including in the United States. When we transfer personal information outside these regions, we use appropriate safeguards, such as adequacy decisions, the UK International Data Transfer Agreement or the EU Standard Contractual Clauses.

8.How long we keep information

We keep personal information only for as long as we need it:

• Call recordings are deleted automatically 90 days after the call.
• Transcripts, call summaries and knowledge base content are kept while your account is active, unless you delete them sooner.
• Verified test phone numbers expire 90 days after verification.
• Account information is deleted within 30 days of your account being closed.
• Billing and transaction records are kept for as long as tax and accounting laws require, usually six years.

We may keep some information for longer if we need it to resolve disputes, enforce our agreements or comply with the law.

9.Security

We use technical and organisational measures to protect personal information. These include encryption in transit and at rest, access controls and regular reviews of our systems. No online service can be completely secure, but we work to protect your information and will notify you and the relevant authorities of a data breach where the law requires it.

10.Your rights

Depending on where you live, you may have the right to:

• Access the personal information we hold about you.
• Correct information that is inaccurate or incomplete.
• Ask us to delete your information.
• Restrict or object to certain uses of your information.
• Receive your information in a portable format.
• Withdraw consent where we rely on it.

To exercise these rights, email aimeromailbox@gmail.com. We will respond within the time the law requires, usually one month. We may need to verify your identity first.

11.Cookies and similar technologies

We use our technologies for these purposes:

• Essential: to keep you signed in, secure your account and remember your preferences. The Services do not work without these.
• Analytics: to understand how visitors use our website so we can improve it.
• Marketing: to measure how well our advertising works.

You can block or delete cookies in your browser settings. If you block essential cookies, parts of the Services may not work.

12.Children

TunedChat is a business service and is not intended for anyone under 18. We do not knowingly collect personal information from children. If you believe a child has given us their information, please contact us and we will delete it.

13.Changes to this policy

We may update this policy from time to time. The date at the top shows when it was last changed. If we make significant changes, we will tell you by email or in the app before they take effect.

14.Contact us

If you have any questions about this policy or how we handle your information, email us at aimeromailbox@gmail.com.