Privacy Policy

1. Who We Are

Never Miss Ltd ("NeverMiss", "we", "us", "our") is a company registered in England and Wales.

• Company name: Never Miss Ltd
• Company number: 16688067
• Registered address: 7 Moorfields, Willaston, Nantwich, Cheshire, CW5 6QY
• Email: luke@nevermiss.ltd
• Website: nevermiss.ltd

We provide AI voice agent services to businesses, including AI-powered telephone reception services. This Privacy Policy explains how we collect, use, store and protect personal data in connection with our services.

2. What Personal Data We Collect

We collect personal data in the following ways:

When you contact us directly

• Your name and email address when you complete our contact or demo request form
• Your phone number if you call us or request a callback
• Your business name and details if you enquire about our services

When calls are handled by our AI agents on behalf of our clients

• Your name and phone number
• The content of your conversation with the AI agent
• Booking or reservation details you provide during the call
• A recording of the call (callers are notified at the start of each call)
• A transcript of the call

When you visit our website

• Technical data such as your IP address, browser type and pages visited

3. How We Use Your Personal Data

We use personal data for the following purposes:

• To provide our services — processing reservation enquiries, FAQ responses and messages on behalf of our clients
• To communicate with you — responding to enquiries, booking confirmations and service updates
• Quality assurance and improvement — reviewing call recordings and transcripts to improve our AI agents
• Legal compliance — maintaining records as required by law
• Dispute resolution — retaining call records to resolve any disputes

4. Lawful Basis for Processing

Under UK GDPR, we rely on the following lawful bases for processing personal data:

• Legitimate interests — for processing call data, recordings and transcripts for quality assurance, service improvement and dispute resolution. We have completed a Legitimate Interest Assessment to confirm this is appropriate.
• Contract performance — for processing personal data necessary to deliver services to our clients and their customers
• Legal obligation — where we are required to retain data by law
• Consent — where you have explicitly provided consent, such as signing up to receive communications from us

5. Call Recording

Our AI voice agents record telephone calls on behalf of our clients. Callers are notified at the start of every call with the following announcement:

Call recordings are stored securely and retained for a maximum of 90 days, after which they are permanently deleted. Recordings are used solely for quality assurance, service improvement and dispute resolution purposes.

If you wish to request deletion of a call recording before the 90-day retention period, please contact us at luke@nevermiss.ltd.

6. Data Sharing and Third Parties

We do not sell your personal data to third parties. We may share data with the following categories of recipients:

• Our clients — businesses who have engaged NeverMiss to handle their calls. Call summaries and reservation details are shared with the relevant client business.
• Technology providers — we use Retell AI for voice agent infrastructure, ElevenLabs for voice synthesis, and Twilio for telephony services. These providers process data on our behalf under appropriate data processing agreements.
• Legal and regulatory bodies — where required by law or to protect our legal rights

Where data is processed outside the UK, we ensure appropriate safeguards are in place in accordance with UK GDPR Chapter V requirements.

7. Data Retention

We retain personal data only for as long as necessary for the purposes for which it was collected:

• Call recordings: Maximum 90 days
• Call transcripts and summaries: Maximum 12 months
• Client contact details: Duration of the business relationship plus 2 years
• Website enquiry data: 12 months from last contact

After the applicable retention period, data is securely and permanently deleted.

8. Your Rights

Under UK GDPR, you have the following rights regarding your personal data:

• Right of access — you can request a copy of the personal data we hold about you
• Right to rectification — you can ask us to correct inaccurate data
• Right to erasure — you can ask us to delete your data in certain circumstances
• Right to restrict processing — you can ask us to limit how we use your data
• Right to object — you can object to processing based on legitimate interests
• Right to data portability — you can request your data in a portable format

To exercise any of these rights, please contact us at luke@nevermiss.ltd. We will respond within one month of receiving your request.

9. Security

We take the security of your personal data seriously. We implement appropriate technical and organisational measures to protect your data against unauthorised access, loss, destruction or alteration. Our technology providers maintain industry-standard security certifications.

In the event of a data breach that poses a risk to individuals, we will notify the ICO within 72 hours as required by UK GDPR.

10. Cookies

Our website uses essential cookies only to ensure it functions correctly. We do not use tracking or advertising cookies. By using our website, you consent to our use of essential cookies.

11. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will update the "last updated" date at the top of this page. We encourage you to review this policy periodically.

12. Complaints

If you are unhappy with how we have handled your personal data, you have the right to lodge a complaint with the Information Commissioner's Office (ICO):

• Website: ico.org.uk
• Phone: 0303 123 1113

We would always appreciate the opportunity to address your concerns directly before you contact the ICO, so please contact us first at luke@nevermiss.ltd.