1. Who we are
This policy explains how TellerCat ("TellerCat", "we", "us") handles personal data when you visit this website, join our early access list, contact us, or use the TellerCat platform.
We plan to operate TellerCat through a company registered in the United Kingdom, and we use the UK GDPR, the Data Protection Act 2018 and the EU GDPR as our baseline. Our registered company details will be added to this page before the platform opens to customers. You can reach us at any time through our contact page.
2. Our two roles
We handle personal data in two different capacities, and this matters for who you should talk to.
- As a controller for our own website, early access list, enquiries and the accounts of businesses that sign up for TellerCat. This policy covers that data.
- As a processor for the businesses that use TellerCat (our "customers"). When you message or call a business that uses TellerCat, that business decides what happens to your conversation and is the controller. We process it only on their instructions, under our data processing terms. If you have a question about a conversation with a business, please contact that business first. We will help them answer you.
3. What we collect
When you visit this website
Our hosting provider records standard technical information, such as your IP address, browser type and the page requested, to deliver the site and keep it secure. We don't use analytics or advertising cookies on this website. See our cookie policy for details.
When you join the early access list
Your email address, and the date you joined.
When you contact us
Your name, email address, business name if you give it, the topic you choose, and your message.
When your business uses TellerCat
Account details for you and your team (names, work email addresses, roles and sign-in information), your business settings, billing details handled by our payment provider, and records of how the account is used, such as AI usage and costs, so we can bill accurately and enforce the spending caps you set.
4. Why we use it and our lawful basis
| Purpose | Lawful basis |
|---|---|
| Sending you one email when TellerCat opens | Consent, which you can withdraw at any time |
| Replying to your message | Our legitimate interest in answering enquiries |
| Providing the TellerCat service and billing for it | Performance of our contract with your business |
| Keeping the website and platform secure and preventing abuse | Our legitimate interest in running a safe service |
| Keeping financial and tax records | Legal obligation |
5. AI and your data
TellerCat uses third-party AI model and speech providers to understand messages, write replies, and convert speech to and from text. We choose and configure these providers so that:
- your data is not used to train their models or ours;
- they keep data for the minimum time they allow, and zero retention where it is offered;
- they are bound by contract to process data only to provide the service to us.
We redact personal data from our technical logs and traces, and businesses can mark fields as sensitive so they are kept out of traces and analytics exports.
6. Voice calls and recordings
Call recording is off by default. If a business turns recording on, the caller hears a short notice at the start of the call, and recordings are kept for 90 days unless the business sets a shorter period. Call transcripts and summaries are added to the customer's conversation history so the business can follow up. The business that uses TellerCat controls these records.
7. Who we share it with
We don't sell personal data, and we don't share it for advertising. We share it only with service providers who help us run TellerCat, such as hosting, AI model, speech, telephony, messaging channel and payment providers, and only as much as they need. They are listed by category on our sub-processors page.
We may also disclose data if the law requires it, or to protect the rights and safety of our users and the public.
8. International transfers
Production data and backups for the TellerCat platform are hosted in a UK region. Some providers, such as AI model and speech providers, may process data outside the UK. When that happens we use a recognised safeguard, such as an adequacy decision or the UK International Data Transfer Agreement or Addendum. Each provider and its location will be listed on the sub-processors page before launch.
9. How long we keep it
- Early access list: until TellerCat opens and we have emailed you, or until you ask us to remove you.
- Enquiries: as long as needed to deal with your message and any follow-up.
- Customer account data: for as long as the account is open, then deleted after it closes, except where the law requires us to keep records, such as invoices.
- Conversation data: messages and call transcripts are kept while the business's account is active, and call recordings for 90 days. Each business can shorten these periods, and can export or delete its data. A request to export or delete one customer's data is completed within 30 days.
10. How we protect it
Data is encrypted in transit, access tokens for connected channels are encrypted at rest, secrets are kept out of our code, and staff access follows the principle of least privilege. Each business's data is kept separate from every other business's. We keep a written procedure for handling a data breach. Read more on our security page.
11. Your rights
Under UK data protection law you can ask us to:
- give you a copy of your personal data;
- correct data that is wrong or incomplete;
- delete your data;
- restrict or object to how we use it;
- move your data to another service;
- withdraw consent, where we rely on it.
To use any of these rights, send us a message through our contact page and choose "Security and privacy". If you're unhappy with how we handle your data, you can complain to the UK Information Commissioner's Office (ico.org.uk), though we'd appreciate the chance to put it right first.
12. Children
TellerCat is a service for businesses, and this website is not aimed at children.
13. Changes to this policy
We'll update this policy as TellerCat develops, and change the date at the top when we do. If a change materially affects how we use your data, we'll tell customers before it takes effect.