Privacy Policy

1. Introduction

This Privacy Policy explains how Dialogue Flow Ltd (“Dialogue Flow”, “we”, “us”, or “our”) collects, uses, and protects personal data when you interact with our website, services, or contact us directly. We are committed to protecting your privacy and complying with the UK General Data Protection Regulation (UK GDPR) and other applicable data protection laws.

2. Who We Are

Dialogue Flow Ltd is a private limited company based in the United Kingdom that provides AI chatbot automation solutions to businesses and individuals.

Contact Details:
Email: customer@dialogueflow.co.uk

Address: Unit 82a James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE

We are the data controller of the personal data we collect and process.

3. What Personal Data We Collect

We may collect and process the following types of personal data:

Client Information: name, email address, company name, phone number, billing address, and payment details.
Communications Data: information provided through email, forms, or meetings.
End-User Data: chatbot interactions that may contain identifiable data, depending on how the chatbot is used.
Technical Data: IP address, browser type, operating system, and referring URLs (collected via website analytics tools or hosting platforms).

4. How We Collect Data

We collect data through:

Website forms or chatbot demo requests
Direct client communication (e.g. during onboarding)
Chatbot usage logs, processed by our sub-processor, Chatbase
Cookies and technical tracking (via Hostinger and analytics tools)

5. Legal Bases for Processing

We rely on the following legal grounds to process your personal data:

Contractual necessity – to provide our services and manage client relationships
Legitimate interests – to operate, improve, and secure our business
Legal obligations – to comply with tax or financial reporting duties
Consent – where applicable, e.g. for marketing communications

6. Third-Party Data Processors

We use carefully selected third-party service providers to support our services. These include:

Chatbase (chatbase.co) – Used to operate and train our AI chatbot systems. Chatbase is GDPR compliant (see their privacy policy).
Google Workspace – For email, document storage, and communication.
Hostinger – For website and domain hosting.

These processors may store or process limited data in accordance with our instructions.

7. Data Retention

We retain your personal data only as long as necessary for the purposes outlined in this policy, including:

Client data: up to 3 years for legal and tax purposes
Chatbot logs: per Chatbase’s retention policy or until deletion is requested
Marketing contact data: until you unsubscribe or request deletion

8. International Data Transfers

Some of our third-party service providers may store or process data outside the UK or EU. We ensure that appropriate safeguards are in place, such as Standard Contractual Clauses or GDPR-compliant agreements.

9. Your Rights

You have the following rights under UK GDPR:

Right to access your personal data
Right to rectify inaccurate data
Right to erase data (“right to be forgotten”)
Right to restrict or object to processing
Right to data portability
Right to withdraw consent at any time

To exercise any of these rights, please email us at customer@dialogueflow.co.uk

10. Data Security

We take appropriate technical and organisational measures to secure your data, including:

Encryption of data in transit and at rest (where applicable)
Secure access to platforms like Chatbase and Google Workspace
Access controls and data minimisation practices

11. Cookies and Website Analytics

We may use cookies or similar tracking technologies to analyse website usage and improve user experience. You can control cookie preferences via your browser settings.

12. Changes to This Policy

We may update this Privacy Policy from time to time. Any changes will be posted on our website and take effect immediately upon posting.

13. Complaints

If you have concerns about how we handle your personal data, please contact us at customer@dialogueflow.co.uk. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO): https://ico.org.uk/make-a-complaint