Recello

Privacy Policy

How we collect, use and protect your data (UK GDPR)

Last updated: August 2026

1. Who we are

Recello ("we", "us", "our") provides an AI phone receptionist service for small businesses. We act as a data controller for the purposes of the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Contact: lumionoai@gmail.com.

2. What personal data we collect

  • Account & company data — name, business email, phone number, company name and address, opening hours, services, prices.
  • Identity verification data (KYC) — photographs of both sides of your identity card and a proof of residence (utility bill or bank statement). Collected before you can pay, to prevent fraud and misuse of our guarantee.
  • Call recordings and transcripts — conversations between your AI receptionist and your customers, including the caller's voice and any details they share.
  • Usage data — call statistics, app usage and support correspondence.

3. Why we collect it (lawful bases)

  • Contract — to provide and manage your subscription and the receptionist service.
  • Legitimate interests — to protect our service against fraud and to safeguard our 14-day satisfaction guarantee (KYC).
  • Legal obligation — where required by law (for example anti-money-laundering obligations that may apply to identity checks).
  • Consent — for any non-essential cookies or marketing communications.

On every call, the AI receptionist states that the call is recorded — this is your callers' notice and consent to call recording.

4. Identity verification documents (KYC)

Before you can pay or activate a plan, we verify your identity. We collect and review: both sides of your ID card and a proof of residence. This is mandatory to prevent misuse of our guarantee — there is no anonymous sign-up. Your documents are stored encrypted, accessed only by authorised staff, and used solely for verification.

Retention: ID documents are deleted within a reasonable period after verification is completed (typically up to 6 months, or longer only if required by law). Call recordings and transcripts are retained while your account is active and for a short period afterwards, then securely deleted.

5. Who we share data with (processors)

We use trusted processors, each bound by a Data Processing Agreement (DPA) under UK GDPR Article 28:

  • FormSubmit — contact and verification form processing (forms sent to lumionoai@gmail.com).
  • DIDWW — telephony routing for your business numbers.
  • Microsoft Azure — speech recognition and neural text-to-speech.
  • Groq — AI language processing for the receptionist's conversations.
  • Firebase / Google Cloud — data storage and hosting.

We never sell your data. We share data only with the processors above, and only to run the service.

6. Cookies

This website uses only strictly necessary cookies to make the site work. Any analytics or marketing cookies would only be set with your explicit consent through our cookie banner, in line with the Privacy and Electronic Communications Regulations (PECR). You can withdraw consent at any time.

7. Your rights

Under UK GDPR you have the right to:

  • Access a copy of your personal data (Subject Access Request)
  • Rectify inaccurate data
  • Erasure ("right to be forgotten") — subject to legal retention obligations
  • Restrict or object to processing
  • Data portability
  • Withdraw consent at any time

To exercise any right, email lumionoai@gmail.com. We respond within one month. You may also complain to the Information Commissioner's Office (ICO) at ico.org.uk.

8. Security

We protect data with encryption in transit and at rest, access controls, and secure storage (Firebase/Google Cloud). Only authorised personnel can access identity documents and call data.

9. Children

Our service is intended for business use by adults. We do not knowingly collect data from children.

10. International transfers

Data may be processed in the UK, EU and US by our processors, under appropriate safeguards (e.g. UK International Data Transfer Agreements / adequacy decisions) required by UK GDPR.

11. Changes to this policy

We may update this policy from time to time. The latest version is always available on this page with the date above. Significant changes will be notified to you by email.

12. Contact

Privacy questions: lumionoai@gmail.com