Privacy Policy | Dialogue Flow

1. Who we are

Dialogue Flow is an AI solutions agency registered in England and Wales, trading from Suite A, 82 James Carter Road, Mildenhall, IP28 7DE. We design and deploy bespoke AI systems for businesses across the United Kingdom.

For the purposes of this policy, Dialogue Flow is the data controller for information you provide to us directly. Where we deploy AI solutions on behalf of our clients, we act as a data processor under a separate data processing agreement.

If you have any questions about this policy or how we handle your data, please contact us at:
ben@dialogueflow.co.uk

2. What information we collect

We may collect the following categories of personal information:

Information you give us directly

Your name and contact details (email address, phone number)
Your business name, industry, and role
Any information you include in emails, enquiry forms, or consultation calls
Billing and invoicing details where a contract is in place

Information collected automatically

Basic analytics data such as pages visited and time on site (where analytics tools are in use)
Technical information such as IP address, browser type, and device information
Referral source (how you found our website)

Information from AI demos and interactions

Our website may include live AI voice or chat demos powered by third-party services (ElevenLabs). Interactions with demo agents are processed in real time and are not stored or linked to you personally by Dialogue Flow. Please refer to ElevenLabs' own privacy policy for information on how they handle conversational data during demo sessions.

3. How we use your information

We use the information we collect for the following purposes:

To respond to enquiries — when you contact us by email or through our website, we use your details to respond to you and understand your requirements.
To provide our services — where a contract exists, we use your information to deliver, manage, and improve the solutions we've built for you.
To send relevant communications — with your consent, we may send occasional updates about our services or industry insights. You can opt out at any time.
To comply with legal obligations — including tax, financial reporting, and any regulatory requirements applicable to our business.
To improve our website and services — using aggregated, anonymous analytics to understand how our site is used.

4. Legal basis for processing

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

Legitimate interests — for responding to enquiries and maintaining business communications.
Performance of a contract — where we have an agreement to provide services to you or your organisation.
Legal obligation — where we are required to process data to meet regulatory or tax requirements.
Consent — for any optional marketing communications. Consent can be withdrawn at any time by emailing us.

5. Who we share your information with

We do not sell, rent, or trade your personal data. We may share your information only in the following circumstances:

Service providers — trusted third-party tools we use to operate our business (e.g. email, invoicing, project management). These providers process data only on our behalf and under contractual obligation.
AI platform partners — when deploying AI solutions, we work with platforms such as ElevenLabs. These relationships are governed by their own data processing agreements.
Legal requirements — where we are legally obliged to disclose information to a public authority or law enforcement body.

6. How long we keep your data

We retain your personal data only for as long as necessary:

Enquiry and contact records: up to 2 years from last contact, unless a commercial relationship develops
Client records and contracts: 7 years from the end of the contract, in line with UK tax and accounting obligations
Marketing opt-in records: until you withdraw consent or ask us to delete your details

You can ask us to delete your data at any time by contacting ben@dialogueflow.co.uk. We will respond within 30 days.

7. Your rights under UK GDPR

You have the following rights in relation to your personal data:

Right of access — to request a copy of the personal data we hold about you.
Right to rectification — to ask us to correct inaccurate or incomplete data.
Right to erasure — to ask us to delete your data where there is no legitimate reason for us to continue holding it.
Right to restrict processing — to ask us to pause processing of your data in certain circumstances.
Right to data portability — to receive your data in a structured, commonly used, machine-readable format.
Right to object — to object to processing based on legitimate interests or direct marketing.
Right to withdraw consent — at any time, where processing is based on consent.

To exercise any of these rights, please email ben@dialogueflow.co.uk. If you are unsatisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.

8. Cookies

Our website currently uses no tracking or advertising cookies. If we introduce analytics or functional cookies in future, we will update this policy and provide appropriate notice.

Certain third-party integrations (such as AI demo widgets) may set their own cookies. These are governed by the third party's own cookie and privacy policies.

9. Third-party services

Our website and services may use the following third-party platforms, each with their own privacy policies:

ElevenLabs — used to power AI voice agent demos and deployed voice solutions.

We recommend reviewing the privacy policies of any third-party services you interact with through our platform.

10. Data security

We take appropriate technical and organisational measures to protect your personal data against unauthorised access, accidental loss, or disclosure. All communications with us by email are protected in transit, and client data held in our systems is access-controlled.

No method of transmission over the internet is completely secure. While we do our best to protect your data, we cannot guarantee absolute security and encourage you to use secure channels when sharing sensitive information.

11. Changes to this policy

We may update this policy from time to time. The most recent version will always be published on this page with the date it was last updated. Where changes are material, we will notify active clients directly.

12. Contact us

For any questions, data requests, or concerns relating to this policy, please contact:

Dialogue Flow
Suite A, 82 James Carter Road
Mildenhall, IP28 7DE
ben@dialogueflow.co.uk