Privacy Policy

Last Updated: 7 January 2026
Effective Date: 7 January 2026

Introduction

This Privacy Policy explains how Renchi Labs Limited (trading as Renchi) (“we”, “us”, “our”, or the “Service”) collects, uses, discloses, and protects personal data when providing an AI-powered voice agent platform for home services and trades businesses.

We are committed to protecting personal data and handling it in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and applicable privacy laws.

Data Controller

Renchi Labs Limited
(Trading as Renchi)

Registered Address:
60 Tottenham Court Road
Office 690
Fitzrovia
London
W1T 2EW
United Kingdom

Privacy contact: privacy@renchi.ai

Scope of This Policy

This Privacy Policy applies to:

• Business Users: Companies, trades businesses, and their team members using the Renchi platform

• End Users (Callers): Individuals who interact with AI voice agents via telephone

• Website and Application Visitors: Individuals who visit or use our websites and applications

Information We Collect

3.1 Information from Business Users

When businesses create accounts and use the Service, we may collect:

Account and Profile Information

• Email address

• Full name

• Profile image (optional)

• Authentication credentials (securely hashed)

• Two-factor authentication settings

• Account status and configuration

Organisation and Team Information

• Business or team name

• Team logo (optional)

• Timezone and regional settings

• User roles and permissions

• Team invitations and membership records

Session and Security Information

• Device type, browser, and operating system

• Approximate geographic location derived from IP address

• Login timestamps and activity logs

• Authentication attempts and security events

3.2 Information from Phone Calls (End Users)

When callers interact with AI voice agents, we may collect:

Call Metadata

• Caller phone number

• Call duration, timestamp, and status

• Call direction and termination reason

Call Content

• Audio recordings of calls

• Call transcripts generated from audio

• AI-generated call summaries

• Sentiment and intent analysis

• Call categorisation and outcomes

Customer Information Voluntarily Provided

• Name

• Phone number

• Email address

• Address or postcode

• Service requests and notes

• Customer type and booking history

• Context from previous interactions

3.3 Voice Agent Configuration Data

For businesses configuring AI voice agents, we collect:

• Agent names and descriptions

• System prompts and greeting messages

• Business hours and availability

• Service offerings and pricing information

• Escalation rules and emergency keywords

• After-hours and fallback behaviour

3.4 Technical and Analytics Data

We collect aggregated and operational data including:

• Call volumes and trends

• Resolution and conversion metrics

• Average handling times

• Geographic distribution by region

• Sentiment and category analytics

We also collect system logs such as API requests, error logs, webhook events, and diagnostic data.

3.5 Cookies and Similar Technologies

We use essential cookies and similar technologies for authentication, session management, security, and user preferences.

We do not use advertising cookies or third-party tracking cookies.

How We Use Personal Data

We use personal data to:

• Provide, operate, and maintain the Service

• Process and route phone calls

• Generate transcripts and AI summaries

• Enable customer relationship management

• Support team collaboration and access control

• Deliver analytics and reporting

• Improve AI models and platform performance

• Detect, prevent, and respond to security incidents

• Comply with legal and regulatory obligations

• Communicate service-related messages and support responses

Legal Bases for Processing

Under UK GDPR, we process personal data on the following bases:

• Contract performance for account creation and service delivery

• Legitimate interests for security, analytics, and service improvement

• Consent where required, including call recording disclosures

• Legal obligations where applicable

Callers are informed at the beginning of calls that recording and AI processing may occur. Continuing the call after disclosure constitutes consent.

Call Recording and Transparency

All calls include clear disclosure that:

• The call may be recorded

• The caller is interacting with an AI system

• The business using the Service is identified

Call recordings are stored securely, encrypted at rest, and retained according to configured retention settings.

Data Sharing and Disclosure

7.1 Service Providers

We share data with trusted third-party service providers strictly for operating the Service, including:

• Cloud infrastructure and hosting providers

• Telephony providers

• AI speech and transcription providers

• Email delivery providers

All providers are contractually required to protect personal data and process it only for defined purposes.

7.2 Business Teams

Within each business account, data may be accessed by authorised team members according to assigned roles and permissions.

7.3 Legal and Regulatory Disclosure

We may disclose personal data if required to comply with legal obligations, respond to lawful requests, protect rights and safety, or investigate misuse or fraud.

7.4 Business Transitions

In the event of a merger, acquisition, restructuring, or asset sale, personal data may be transferred subject to confidentiality and data protection safeguards.

International Data Transfers

Personal data is primarily processed in the United Kingdom and European Economic Area. Where data is transferred internationally, appropriate safeguards such as Standard Contractual Clauses or adequacy decisions are used.

Data Retention

We retain personal data only as long as necessary:

• Account data: Account duration plus up to 2 years

• Call recordings: Configurable by business (default 90 days)

• Transcripts and summaries: Account duration plus up to 1 year

• Customer records: Duration of business relationship plus up to 6 years

• Session and security logs: Up to 90 days

• System logs: Up to 30 days

• Aggregated analytics: Retained indefinitely in anonymised form

Data Security

We implement technical and organisational measures including:

• Encryption in transit and at rest

• Secure authentication and access controls

• Role-based permissions

• Audit logging

• Regular security reviews

• Enterprise-grade infrastructure protections

Your Rights

Under UK GDPR, individuals have the right to:

• Access their personal data

• Correct inaccurate data

• Request deletion in certain circumstances

• Restrict or object to processing

• Request data portability

• Request human review of significant automated processing

Requests may be submitted to privacy@renchi.ai. We respond within one month.

Rights of Callers

Callers may request access to or deletion of their call data by contacting the business they called or by emailing privacy@renchi.ai with sufficient details to locate the call.

Businesses using the Service act as data controllers for their customer data. Renchi Labs Limited acts as a data processor on their behalf.

Children’s Privacy

The Service is not intended for individuals under 18 years of age. We do not knowingly collect personal data from children.

Vulnerable Individuals and Safeguards

AI voice agents are designed to detect vulnerability indicators, escalate urgent situations, and prioritise transfer to human assistance where appropriate.

Emergency Situations

In emergencies involving safety risks or mental health crises, the AI may provide emergency guidance and escalate to human or emergency services where appropriate.

Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be communicated via the website, application notices, or email where appropriate.

Complaints

Individuals may lodge complaints with the Information Commissioner’s Office. We encourage contacting us first at privacy@renchi.ai so we can address concerns directly.

Contact Information

Privacy and data protection inquiries: privacy@renchi.ai
Support inquiries: support@renchi.ai

Renchi Labs Limited
(Trading as Renchi)
60 Tottenham Court Road
Office 690
Fitzrovia
London
W1T 2EW
United Kingdom

Information for Business Users

Businesses using the Service remain responsible as data controllers for their customer data, including providing privacy notices, responding to data subject requests, and setting appropriate retention periods.

Data Processing Agreements are available on request. Please contact privacy@renchi.ai.