Privacy

Updated 26 October 2026

Company Pilot Limited is the controller of the personal information described in this notice. Our registered office is 71–75 Shelton Street, Covent Garden, London WC2H 9JQ; company number 16870449; ICO registration ZC254461. Contact [email protected] or call 02475 429000.

Information and purposes

For enquiries we use the name, business, phone number, email, message and Pilot configuration you provide, including your selected services, supplied context and enquiry link, and any quoted totals previously supplied. We use them to respond, arrange callbacks, discuss and deliver services, and keep necessary business records.

If you use website chat, we store the messages you send and any name, business name, email address or phone number you choose to share. We use this information to answer your enquiry, keep a record of it and, if you ask, pass a callback request to our founders. Chat replies may be generated automatically from information published on our website. Providers of website chat and customer relationship management services process this information for us. We do not use website chat details to sign you up to marketing.

Our automated receptionists process your voice to answer questions and handle requests. Browser conversations and our newer telephone receptionist may be temporarily recorded and transcribed by our voice-processing providers. We configure their call history to retain basic call attributes rather than recordings, transcripts or conversation logs. Temporary audio and transcript artifacts can still be available after a call; their access links expire after ten minutes, which is not a deletion deadline. We do not download routine visitor recordings.

For our restaurant website demonstration and our new telephone demonstration when active, saved call audio is disabled and our voice provider is configured to retain transcripts for one day. Provider processing and deletion follow the applicable settings and processes.

Live browser captions are restricted to your session and cleared when you end or change the conversation. If you ask for follow-up, we confirm and store the details needed for your request separately in our contact, calendar and email systems. Telephone services may also provide your number, a summary and a transcript. We use conversation information to handle requests, run demonstrations, review quality and protect the service. Please use fictional details in Northgate and Meadow and avoid sharing sensitive information. You can email us instead.

Our public demonstrations use fictional businesses and are separate from client systems. Where a client service involves customer or patient data, the systems, permitted access, purposes, responsibilities and retention periods are agreed and documented before go-live. The privacy information for that service describes the relevant processing.

Our providers also process technical information, such as IP address, browser and security signals, to deliver the site, forms and voice conversations and prevent abuse. Necessary storage may support these functions. We do not use the enquiry form to sign you up to marketing.

Business contacts

For business development, we may obtain professional names, roles, business contact details and company information from public business sources and professional contact databases. We may obtain this information from Apollo and, where relevant, publicly accessible business websites. We use this information to identify businesses that may benefit from our services, make relevant approaches and manage follow-up. We identify the specific source in the privacy information provided to you. Where permitted, we rely on our legitimate interest in developing relevant business relationships; we rely on consent where required.

Lawful bases

We rely on legitimate interests to respond to business enquiries, run requested demonstrations, review quality and protect the service from abuse. These interests are answering requests and operating a reliable business. We use contract where processing is necessary to take steps you request before a contract or deliver it, and legal obligation for required business and tax records. Providing enquiry information is voluntary, but we need appropriate contact details to reply. Microphone access is optional; declining it prevents a browser voice conversation. If we rely on consent for an optional purpose, you may withdraw it at any time without affecting earlier lawful use.

Recipients and international processing

Access is limited to our founders and authorised people who need it. Providers of website hosting, telephone and browser-conversation processing, automated chat, customer relationship management, email and security services process information to support these services. Professional advisers and public authorities may receive information where necessary for advice or a legal obligation.

Providers of business-contact research, contact verification, email delivery and business-communication services may receive the information needed to support these activities.

Some provider processing takes place outside the UK. Where required, transfers use appropriate safeguards, such as approved contractual terms, or a recognised adequacy arrangement. Contact us for details of the relevant safeguards and how to obtain a copy.

Retention

Transcripts and summaries retained by our original telephone demonstration: 90 days. This does not describe provider-held temporary audio or live browser captions.
Basic call-history attributes for our other browser conversations and other telephone receptionists: configured for 89 days, followed by the provider’s daily deletion cycle. Recordings, transcripts and conversation logs are excluded from retained call history.
Temporary provider audio/transcript artifacts and operational copies: retained according to the time needed to provide and secure the conversation service, resolve faults and meet legal obligations. We do not represent recording-link expiry or the call-history period as their deletion deadline.
Live captions: cleared when you end or change the browser conversation. Session access expires after 30 minutes. Short-lived operation references are cleared after expiry and scheduled cleanup. Our hosting provider creates recovery snapshots daily and states that they remain available for at least seven days. Removing active information does not itself remove existing snapshots. Persistent abuse-limit records are retained to enforce usage and security controls.
Enquiries, callback requests and form submissions: 12 months after last contact, unless you become a client.
Website chat messages and callback details: up to 12 months after our last contact, unless you become a client or a legal obligation requires us to keep relevant records longer.
Business prospect records: we review them for continuing relevance and remove details that are inaccurate or no longer needed for planned business contact. We retain minimal contact and preference information for as long as needed to respect an opt-out.
Client records: for the length of the contract plus the period required for business and tax records.

Access is restricted. We apply the relevant retention period or criteria to each record type; provider recovery and legal records are handled separately. The calculator provides an illustration of potential additional sales revenue, not a service quotation; it does not make decisions with legal or similarly significant effects.

Your rights

You can ask for access, correction or deletion, restriction of use, or a portable copy where the right applies. Rights may have legal limits. Contact [email protected] to make a request. You may also complain to the Information Commissioner’s Office.

Your right to object. You can object to processing based on legitimate interests. You can stop direct marketing at any time, free of charge, by replying, using any unsubscribe option in the message, or contacting [email protected]. We will stop using your information for direct marketing. You can also complain to us at the same address.