1. Who is responsible
The controller of personal data described in this notice is SITCO LTD, a company registered in England and Wales (Company No. 13257604), registered office: Office 12218c, 182–184 High Street North, East Ham, London E6 2JA. Contact for anything about your data: info@sitco.uk, or +44 7822 000220.
This notice covers this website, enquiries sent to us, your account, billing and our own reception or callback demo. When we provide the AI receptionist or a custom project to a business, that business is usually the controller of its callers’ data and we act as its processor — see security.
2. What we collect and why
| Data | Purpose | Lawful basis |
|---|---|---|
| Name, email, business name, phone number (optional) and your message, sent through the enquiry form or by email | Replying to your enquiry and, if you ask, preparing a proposal | Steps at your request before entering into a contract (Art. 6(1)(b)); our legitimate interest in answering business enquiries (Art. 6(1)(f)) |
| Your phone number, what you tell our AI assistant, a transcript and a short summary, if you call +44 7822 000220 or request a demo | Handling your call and calling you back | Steps at your request before entering into a contract (Art. 6(1)(b)); legitimate interests (Art. 6(1)(f)) |
| The page you sent the form from and the time it was sent | Knowing what your enquiry is about; keeping the website working and secure | Legitimate interests (Art. 6(1)(f)) |
| Technical data processed by our hosting provider when you load a page (such as IP address and browser type, in server logs) | Delivering and securing the website | Legitimate interests (Art. 6(1)(f)) |
| Only if you allow website measurement: the page path, a fixed event name (a page view, or whether a callback demo request was accepted or failed, with a broad failure category), and a short campaign label from the link you came from. The request also carries your IP address and browser details, which our server uses only to derive a one-way visitor code that changes every month, plus browser, operating system, device type and approximate location (country, region, city); the IP address and full browser string are not stored | Counting visits and seeing whether the callback demo works | Your consent (UK GDPR Art. 6(1)(a) and PECR regulation 6) |
| Correspondence and contract details, if you become a customer | Providing the service, invoicing, keeping records we are legally required to keep | Contract (Art. 6(1)(b)); legal obligation (Art. 6(1)(c)) |
We don’t use the form for marketing, we don’t add you to a newsletter, and we don’t sell personal data.
3. Who receives it
The providers involved in this website, enquiries and calls are:
- Cloudflare — DNS, security and content delivery for this website;
- Kylos — website hosting;
- Netcup — hosts our automation server and our private CRM, where a callback demo request is saved as a case for our team before the call is placed: your phone number, your name or email only if you give them, and the time and source of the request. We retain these cases while needed to handle your request, then delete or anonymise them, subject to a specific legal obligation or unresolved dispute;
- our own n8n automation server — receives enquiries and prepares call summaries for our inbox;
- Telnyx — connects calls to our UK reception and callback demo;
- ElevenLabs — runs the AI reception and demo, including transcription and speech generation;
- Google (Gmail) — the account we use to deliver each enquiry to info@sitco.uk, so a copy also stays in that account’s sent mail;
- Brevo — application email delivery, including account access and service notifications;
- Stripe — payments and billing records;
- Backblaze — encrypted application backup archives;
- Google reCAPTCHA — an optional security check for the callback demo, loaded only after you allow it. You can call our reception or email us instead.
Where a provider processes data outside the UK, we rely on UK adequacy regulations or appropriate safeguards such as the UK International Data Transfer Agreement or the UK Addendum to the EU standard contractual clauses.
4. How long we keep it
Audio recording is off for our AI reception and demo. ElevenLabs is set to delete transcripts and personal data after 30 days; this applies to conversations from 23 October 2026, and did not remove older conversations. The enquiry summary sent to our team follows the enquiry retention below. The callback demo gateway also stores HMAC hashes of the request ID, phone number and IP address, plus request time and handling status, to rate-limit and prevent duplicate calls. It does not store a plain phone number or write it to logs. These entries are automatically deleted from the gateway database 90 days after the request; this does not delete enquiry copies in other systems or backups.
Our policy is to delete closed demo and sales enquiries and their operational copies within 90 days of closure. We have not completed an end-to-end deletion test across all listed systems, so we do not claim that every copy is deleted automatically. Until that test is complete, check each due case individually; a missing match or a modified date does not establish closure or erasure. Closure means the request has been completed or withdrawn, or discussions about the proposal have ended. Reopening a case starts active handling again. We retain only the data still needed for an active contract, a legal duty or a specific dispute, for as long as that need continues. Provider transcripts have a separately configured 30-day deletion period. Encrypted backups have a separate cycle, but expiry of every backup copy has not been confirmed; the 90-day enquiry period therefore does not promise physical removal from every backup. Before a restored copy is used, confirmed erasures must be applied again.
If our form can’t deliver an enquiry to our inbox, a copy is kept on our automation server so we can recover it, for up to 30 days.
Website measurement data, which exists only if you allowed it, is kept for 14 months.
If an enquiry leads to a contract, we keep the related records for as long as the contract runs and afterwards for as long as the law requires (for example, accounting records). Then we delete or anonymise it.
5. Your rights
You have the right to access your data, to have it corrected or erased, to restrict or object to its use, and to data portability, within the limits set by the UK GDPR. To use them, email info@sitco.uk; how deletion works is described on the data deletion page. We reply within one month.
Right to object. Where we rely on our legitimate interests, you can object at any time. We will then stop using your data for that purpose unless we have compelling legitimate grounds that override your interests, or we need it to establish, exercise or defend legal claims.
You can complain to the Information Commissioner’s Office (ICO): ico.org.uk/make-a-complaint. We’d appreciate the chance to deal with your concern first.
6. Cookies
This website uses no advertising cookies. Website measurement is off unless you turn it on in privacy settings; it sets no cookies and runs on sitco’s own server. It never receives phone numbers, emails, what you type in a form, full URLs or referrers. Your IP address and browser details do reach it with the request, but are used only to derive a one-way visitor code that changes every month and an approximate location, and the IP address is not stored. It is separate from the callback demo, which works the same whether or not you allow it. The callback demo loads Google reCAPTCHA only after you allow its security check; otherwise it is not loaded. Details: cookie notice.
7. Optional Google Calendar connection
Calendar booking requires your authorisation and a successfully checked connection before use. If you connect Google Calendar, sitco asks for two permissions: to see when you are busy (free/busy), and to view, create, change and delete events on calendars you own (Google’s wording for the permission). sitco uses it only to create appointment events and to delete events it created. We use both permissions on your primary calendar only. They do not give access to Gmail or other Google data.
What we read. Busy times in your primary calendar. For your other entries we read only their id, start and end times, status and whether they block time — never titles, descriptions, attendees or locations. For appointments sitco created, we read back the id, times, status and sitco’s own private marker to check that the appointment was saved.
What we write. One event for each appointment a caller confirms. Its title contains the visit type and the caller’s name; its description contains the callback number the caller gave and a short note about the enquiry. We add no guests, send no invitations and use your calendar’s default reminders. We delete only events that carry sitco’s marker for that booking, for example to undo an entry that could not be completed. We never edit or delete your other events.
How we use it. Only to offer free appointment times to callers and to create and check the appointments the assistant books for you, and to remove one of those entries if the booking cannot be completed. With your consent, the appointment times offered to a caller are passed to ElevenLabs, the provider that runs the call assistant, and your busy times and other entries are not. You give this consent in Settings → Calls, by ticking an unticked box when you switch on appointment booking; we keep the time, the wording version and the Google connection it applies to, and no calendar data. No appointment times are passed on without it. Switching the assistant back to enquiries, or disconnecting or reconnecting Google, withdraws it; you then agree again to switch booking back on. While it takes enquiries, no appointment times are offered.
What we store. An encrypted refresh token tied to your sitco account, and a record of each appointment the assistant books (time, visit type, caller’s name, callback number, note and status) in our database and its backups. We remove the caller’s name, callback number and note from a booking record, and the call details and notification texts linked to it, once 90 days have passed since the appointment ended or since a confirmed cancellation. The check runs every day, so removal can take a day longer. We keep a record longer if its appointment is still to come or ended less than 90 days ago, if it is linked to a booking or call that is still open, unresolved or awaiting review, if a notification is still pending, if we cannot establish when it ended or was cancelled, or while we need it for a dispute or legal claim; we then remove the details at the next daily check once that has ended and the 90 days have passed. Once the details are removed from our live system, encrypted backup copies that still contain them are kept for up to 30 days. Appointments in your Google Calendar stay in your calendar.
Who receives it. We do not sell Google user data. The appointment times offered to a caller are passed to the provider that runs the call assistant (see above), and when the assistant books an appointment we email you a notice with its time and the caller’s details through our email provider. We do not otherwise share Google user data, except where the law requires.
Limited Use. sitco’s use and transfer of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements. In line with them: we use this data only to provide or improve the user-facing booking feature; we transfer it only to provide that feature, for security purposes, to comply with law, or in a merger or sale with your prior explicit consent; people at sitco read it only with your agreement, for security or abuse investigations, or to comply with law; we do not use it for advertising, including retargeting or personalised ads, we do not sell it or pass it to data brokers or advertising platforms, and we do not use it to decide creditworthiness or lending.
Disconnecting and deleting. Choose Disconnect in Settings → Calendar. We delete our stored token and ask Google to withdraw sitco’s access. If we cannot confirm that Google did, we tell you, and you can remove sitco in your Google Account under third-party access. Google may also end access if you withdraw it, or after a long period without use; the connection then shows an error and the assistant takes enquiries instead of booking. Disconnecting does not delete booking records straight away; they follow the retention rule above. To ask for earlier erasure, email info@sitco.uk. You do not need to connect Google Calendar to use sitco; the website enquiry form and reception demo do not connect your calendar.