DRAFT — not legal advice. Not yet checked by a solicitor. Do not publish until the [bracketed] parts are filled in and it has been reviewed.

Privacy notice

Last updated: 15 October 2026

This notice explains how Mylo On Call ("we", "us") uses personal information. Mylo On Call is run by Jesse Turner, a sole trader trading as Mylo On Call, 189 Howth Drive, Woodley, Reading RG5 3DJ. ICO registration number: [number].

There are two groups of people this notice is for:

Our customers — businesses that use Mylo On Call to answer their phone.
Callers — people who ring a business that uses Mylo On Call.

Part A — If you ring a business that uses Mylo On Call

Who is in charge of your information

The business you rang is the controller of your information. We answer the phone for them and act on their instructions (we are their processor). For anything about your information, you can contact the business directly, or contact us and we will pass it on.

You are talking to an AI

Calls are answered by an AI assistant, not a person. It will tell you so at the start of the call. You can ask for a message to be taken so a person calls you back.

What we collect on a call

Your phone number (from caller ID).
What you tell the assistant: usually your name, address or postcode, what you need and how urgent it is.
A recording of the call and a written transcript, when recording is switched on. The assistant tells you at the start.
Booking details if you book an appointment (date, time, place).

Please do not give card details or health information on the call. The assistant will not ask for them.

Why

To pass your message to the business and book the appointment you ask for.
To check what was said if there is a dispute or a mistake.
To keep the service working and safe.

The legal basis is the business's legitimate interests in answering its calls and dealing with enquiries, and steps you ask for before a contract (for example booking a visit).

Who sees it

The business you rang.
Our service providers who help run the call (see "Service providers" below). They may only use it to provide the service to us.

We do not sell your information. We do not use your calls to advertise to you. [We do not allow our providers to use your calls to train their general AI models — check Retell / LLM settings before publishing.]

How long we keep it

Call recordings: [30] days.
Transcripts: [90] days.
Messages and bookings: [12] months, or until the business deletes them or leaves Mylo On Call.

Outside the UK

Our voice provider runs in the United States. Transfers are protected by [the UK–US data bridge / the UK International Data Transfer Agreement or UK Addendum to the EU Standard Contractual Clauses — confirm from Retell's DPA].

Part B — If you are a Mylo On Call customer

What we collect

Account details: your name, business name, email, phone, business address.
Billing: handled by Stripe. We see the last four digits of your card and your payment history, never the full card number.
Calendar access: if you connect Google Calendar, see "Google Calendar" below for exactly what we see, what we do with it and how long we keep it.
Settings you give us: opening hours, services, what the assistant should say.
Usage: call counts and minutes, for billing and support.
Website: [only essential cookies needed to log in. If we add analytics, we will ask first.]

Why and legal basis

To provide the service you signed up for (contract).
To bill you and keep tax records (contract and legal obligation).
To keep the service secure and improve it (legitimate interests).
To email you about your account. Marketing emails only if you agree or you are an existing customer, with an unsubscribe link every time.

How long

Account details: while you are a customer, then [12] months.
Billing records: 6 years (UK tax law).
Your callers' data: deleted within 30 days after you cancel, once you have had the chance to export it.

Google Calendar

Connecting Google Calendar is optional. Without it, the assistant takes messages but does not book.

What we ask Google for. When you press "Connect Google Calendar", Google shows you a screen asking you to allow two things:

See when you are busy (Google calls this calendar.freebusy). We get only the start and end times of busy periods. We do not see event titles, places, notes or who else is invited.
Add events to your calendar (Google calls this calendar.events). We use it only to add a booking that a caller has just made.

What we do with it.

During a call, when a caller asks for an appointment, we ask Google which times are busy on your main calendar around the day they want. We work out the free slots within your opening hours, and the AI assistant offers the caller some of those free times. That is the only time we read your calendar.
When the caller picks a time, we add one event to your main calendar: the job and the caller's name as the title, their address as the place, and their phone number, notes and our booking reference in the description.
We never read, change or delete any other event. We never read your events' details, your contacts or anything else in your Google account.
We do not use your calendar to advertise, we do not sell it, and we do not use it to train AI models.

What we keep, and for how long.

Busy times: not kept. We use them during the call and then throw them away.
A Google access key (a "refresh token") so we can check your calendar on future calls. We keep it encrypted in our database. We keep it only while your calendar is connected. If you remove our access, or Google stops the key working, we delete it. When you leave Mylo On Call we delete it within 30 days.
The Google ID of each event we added, kept with the booking record, so we can tell you which calendar entry belongs to which call. It is kept as long as the booking (see "How long" above).
The events we add are in your calendar and belong to you. We do not delete them when you leave.

Who else sees it. The free times (not your busy events) are passed to our AI voice provider, Retell AI, only so the assistant can say them to the caller. Nobody else. We do not share Google data with anyone else, except if the law makes us.

Stopping it. You can remove our access at any time at myaccount.google.com/permissions (find Mylo On Call and press "Remove access"), or email us and we will disconnect it. After that the assistant takes messages only, and we delete the token as above.

Google's rules. Mylo On Call's use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

Service providers (sub-processors)

Provider	What for	Where
Retell AI	AI voice agent, recordings, transcripts	USA
[Retell's AI model and speech providers — list from Retell]	Understanding and speaking	[USA]
Twilio	UK phone numbers and call routing	USA / UK
Fly.io	Our app and database	London, UK
Resend	Sending messages and account emails	USA
Twilio	Texting messages to you	USA
Stripe	Payments (Stripe is its own controller)	UK / USA
Google	Calendar, only if you connect it	USA

We will tell customers before we add a new provider.

Keeping it safe

Encrypted connections (HTTPS), encrypted storage, access only for staff who need it, and each business sees only its own calls.

Your rights

You can ask to see, correct or delete your information, ask us to limit or stop using it, object to how we use it, or get a copy to take elsewhere. If you rang a business, we will help that business answer your request. We reply within one month.

No decisions with legal or similarly big effects are made about you by the AI alone. The assistant only takes messages and books into free slots.

Complaints

Tell us first: [complaints form link] or Hello@MyloOnCall.co.uk. We will acknowledge within 30 days and tell you the outcome as soon as we can.

You can also complain to the Information Commissioner's Office: ico.org.uk/make-a-complaint, 0303 123 1113.

Changes

If we change this notice we will update the date at the top, and email customers about big changes.