Privacy Policy

1. Who we are

Tradeline Connect Ltd is a company registered in England and Wales, company number 17280150, registered office at 43 Eversley Avenue, Bexleyheath, London, DA7 6RD.

We are registered with the Information Commissioner's Office (ICO), registration number ZC184364.

2. What data we collect

When you call a business that uses Charlie, we may collect:

• Your name
• Your phone number (the number you're calling from, or an alternative you provide)
• Your property address and postcode, where relevant to the enquiry
• Details of the enquiry or issue you describe

If you are a Tradeline Connect client, we also hold your business contact details and billing information processed via GoCardless.

3. Why we process this data

We process caller data on behalf of our clients to answer their calls, book appointments, and — where an enquiry is a genuine emergency — to log the job and dispatch it to an available engineer. This is done under a contract between Tradeline Connect and the business you're calling, for whom we act as a data processor.

We process client account data to provide and bill for our service.

4. Who we share data with

We use the following providers to deliver the service. Each processes data only as needed to perform their function, under their own data protection terms:

• Telnyx — telephony, call handling and SMS messaging
• Supabase — database hosting (EU, Frankfurt)
• Resend — transactional email delivery to business owners
• Cal.com — appointment booking and diary management
• GoCardless — Direct Debit payment processing for client billing

We do not sell personal data to any third party.

5. Where data is stored

Call and booking records are stored on Supabase infrastructure hosted in the EU (Frankfurt). Data is not transferred outside the UK/EU other than where a provider listed above requires it, in which case appropriate safeguards apply.

6. How long we keep data

Call records are retained for 12 months from the date of the call, after which they are automatically deleted. Client account and billing records are retained for as long as needed to meet our legal and accounting obligations.

7. Your rights

Under UK GDPR you have the right to:

• Access the personal data we hold about you
• Ask us to correct inaccurate data
• Ask us to delete your data, where applicable
• Object to or restrict certain processing
• Request your data in a portable format

To exercise any of these rights, contact us using the details below. If you're not satisfied with our response, you can complain to the ICO at ico.org.uk/make-a-complaint or by calling 0303 123 1113.

8. Cookies

Our website uses only essential functionality and does not currently set analytics or tracking cookies. If this changes, we will update this policy and request consent where required.

9. Changes to this policy

We may update this policy from time to time. The date at the top shows when it was last revised. The current version is always available at tradelineconnect.co.uk/privacy.

10. Contact us