Privacy Policy
Business Support Buddy ยท Effective date: 16 June 2025
1. Introduction
Business Support Buddy, BSB, we, our or us respects your privacy and is committed to protecting personal data. This Privacy Policy explains how we collect, use, share and protect personal data when you visit our website, use our online portals, contact us, purchase services or use our AI-powered business workflows, AI Voice Agents, telephone answering, lead generation and related services.
This policy should be read together with our Terms of Service and any order form, statement of work, checkout terms or data processing terms that apply to your use of our Services.
2. Who We Are
Business Support Buddy is a UK-based business trading via businesssupportbuddy.com.
For the purposes of UK data protection law, we may act as a data controller for account, billing, website, support, sales and operational data that we decide how and why to process.
Where we process personal data only on your documented instructions as part of a client workflow, we may act as your data processor and you may act as the data controller.
3. Personal Data We Collect
| Category | Examples |
|---|---|
| Identity and contact data | Name, business name, role, email address, telephone number, postal address and account identifiers. |
| Account and login data | Portal account details, authentication records, settings, preferences and security logs. |
| Billing and transaction data | Order details, invoices, payment status, credits, usage, top-ups and payment processor references. We do not store full card numbers. |
| Service and workflow data | Instructions, call scripts, routing rules, call recordings where enabled, transcripts, summaries, messages, form submissions, lead data, contact lists, workflow outputs and support tickets. |
| Communications data | Emails, call notes, chat messages, SMS content, support enquiries, feedback and records of your interactions with us. |
| Technical and usage data | IP address, browser type, device information, pages visited, timestamps, referral information, cookie identifiers, logs and diagnostic data. |
| Marketing data | Marketing preferences, campaign engagement and your responses to our communications. |
4. How We Collect Personal Data
- Directly from you when you complete forms, create an account, place an order, top up credits, contact support or provide instructions.
- Automatically when you use the Site, portals or Services, including through cookies, logs and similar technologies.
- From your use of AI Voice Agents, telephone answering, SMS, email, integrations and workflow tools.
- From third parties such as payment processors, communications providers, hosting providers, analytics providers, public sources, data suppliers or integration partners.
- From clients who provide personal data about their own customers, prospects, staff or contacts for use in a workflow.
5. How We Use Personal Data
We use personal data for the following purposes:
- To provide, operate, personalise and improve the Site, portals and Services.
- To configure and run AI Voice Agents, telephone answering, inbound and outbound calling, lead-generation, SMS, email and workflow services.
- To process orders, payments, credits, usage, invoices, refunds and account administration.
- To respond to enquiries, provide support, manage complaints and communicate service updates.
- To create transcripts, call summaries, reports, alerts, workflow outputs and other Deliverables requested by clients.
- To monitor security, prevent fraud, enforce our terms and protect our systems, users and business.
- To comply with legal, accounting, tax, regulatory and record-keeping obligations.
- To send marketing communications where permitted by law and in line with your preferences.
- To analyse service performance, troubleshoot issues and improve products, workflows, prompts and user experience.
6. Lawful Bases for Processing
Where UK GDPR applies, we rely on one or more of the following lawful bases:
- Contract: to provide Services, manage your account and process orders.
- Legitimate interests: to operate, secure, improve and promote our business, provided those interests are not overridden by your rights.
- Consent: where we ask for consent, such as for certain cookies, optional marketing or call recording notices where required.
- Legal obligation: to meet tax, accounting, regulatory, fraud prevention and legal requirements.
- Vital interests or public task: where relevant in exceptional circumstances.
Where you provide personal data to us for a client workflow, you are responsible for identifying and documenting the lawful basis for your own processing activities.
7. AI, Call Handling and Automated Processing
Our Services may use artificial intelligence, automation, speech-to-text, text-to-speech, call routing, workflow rules, scoring, summarisation and similar technologies.
AI outputs may include transcripts, summaries, suggested responses, lead notes, call classifications, reports or alerts. These outputs may be inaccurate or incomplete and should be reviewed where important decisions are being made.
Our website AI assistant identifies itself as an AI service and asks for your first name, email address, contact number and agreement before a conversation begins. We use those details and the conversation to answer questions about our services, prepare a summary and transcript for our team, and follow up on your enquiry. If you choose live voice, audio is processed to provide speech input and output and may be transcribed into conversation captions. Please do not share passwords, payment-card details or sensitive personal information with the assistant.
We do not intentionally use AI to make solely automated decisions that produce legal or similarly significant effects about individuals unless this is expressly agreed, lawful and subject to appropriate safeguards.
8. Call Recording, SMS and Communications
Calls handled through our Services may be recorded, transcribed, summarised or monitored where enabled by you, required for the workflow or necessary for support, quality, security or legal purposes.
You are responsible for ensuring that your use of call recording, outbound calling, SMS, email outreach and marketing complies with all laws that apply to you and your recipients, including UK GDPR, the Data Protection Act 2018 and PECR where applicable.
Where required, you must provide clear notices, obtain consent, screen against relevant suppression lists and maintain proof of consent or another lawful basis.
9. Cookies and Similar Technologies
We may use cookies, pixels, local storage and similar technologies to operate the Site, remember preferences, secure accounts, analyse usage and improve our Services.
Some cookies are necessary for the Site or portal to function. Optional analytics or marketing cookies are used where permitted by law and may be controlled through your browser settings or any consent tools we make available.
Blocking some cookies may affect how the Site or Services work.
10. Who We Share Personal Data With
We may share personal data with:
- Hosting, cloud infrastructure, security, backup and IT support providers.
- Payment processors such as Stripe and related billing providers.
- AI service providers, speech processing providers, communications providers, telephone, SMS and email delivery providers.
- Analytics, customer support, CRM, workflow, automation and operational tooling providers.
- Professional advisers, insurers, accountants, auditors and legal advisers.
- Regulators, law enforcement, courts, public authorities or third parties where required by law or necessary to protect rights, safety and security.
- Successor entities in connection with a merger, acquisition, restructuring, financing or sale of all or part of our business.
We require service providers to protect personal data and use it only for authorised purposes.
11. International Transfers
Personal data may be processed in the United Kingdom, the European Economic Area, the United States or other countries where we or our service providers operate.
Where personal data is transferred outside the UK or EEA, we use appropriate safeguards where required, such as adequacy regulations, standard contractual clauses, the UK International Data Transfer Agreement or other lawful transfer mechanisms.
12. Data Security
We use appropriate technical and organisational measures designed to protect personal data against unauthorised access, loss, misuse, alteration or disclosure.
These measures may include access controls, encryption where appropriate, secure cloud infrastructure, monitoring, backups, least-privilege permissions and staff or contractor confidentiality obligations.
No online service can be guaranteed as completely secure. You are responsible for keeping your account credentials confidential and telling us promptly about suspected unauthorised access.
13. Data Retention
We keep personal data only for as long as reasonably necessary for the purposes described in this policy, including to provide Services, comply with legal obligations, resolve disputes, maintain business records, prevent fraud and enforce agreements.
Typical retention periods vary depending on the data type, legal requirements and the nature of the Services. Accounting and transaction records may be kept for up to six years. Workflow, call, transcript, lead and support data is retained for no longer than necessary unless a longer period is required for legal, security, dispute, compliance or legitimate business record-keeping purposes.
You may request deletion of personal data in writing. We may need to retain some data where required or permitted by law.
14. Your Data Protection Rights
Depending on your location and the circumstances, you may have rights to:
- Request access to your personal data.
- Request correction of inaccurate or incomplete personal data.
- Request deletion of personal data.
- Object to processing based on legitimate interests or direct marketing.
- Request restriction of processing.
- Request data portability.
- Withdraw consent where processing is based on consent.
- Complain to a supervisory authority.
To exercise your rights, contact us using the details at the end of this policy. We may need to verify your identity before responding.
15. Marketing Preferences
We may send you service updates and administrative messages that are necessary for your account or Services.
We may also send marketing communications where permitted by law. You can opt out of marketing emails by using the unsubscribe link in the email or by contacting us.
Opting out of marketing does not stop important service, billing, security or legal messages.
16. Client Responsibilities
If you provide personal data to us or instruct us to process personal data on your behalf, you confirm that you have the right to do so and that your instructions comply with applicable law.
You are responsible for providing privacy notices to your own customers, prospects, employees, contractors and contacts where required.
You must not provide special category data, criminal offence data or other highly sensitive data unless this has been expressly agreed in writing and appropriate safeguards are in place.
17. Third-Party Links and Services
The Site or Services may contain links to third-party websites, tools or services. We are not responsible for the privacy practices, security or content of third parties. You should review their privacy notices before providing personal data to them.
18. Changes to This Policy
We may update this Privacy Policy to reflect changes in our business, Services, technology, legal requirements or best practice.
Material changes will be announced on the Site and will take effect from the date stated in the updated policy unless a different date is required by law.
19. Complaints
If you have a concern about how we handle personal data, please contact us first so we can try to resolve it.
You also have the right to complain to the UK Information Commissioners Office or another relevant supervisory authority. The ICO website is ico.org.uk.
20. Contact
Telephone: 0333 004 9247 where available 24 hours a day, 7 days a week.
Website: www.businesssupportbuddy.com