Privacy Policy

Who we are

Sayora is an AI phone-answering service for UK small businesses. We answer your inbound calls when you can’t, capture lead details, answer common questions from a knowledge base you provide, and notify your team by SMS, email or both. Optionally, Sayora can also book, reschedule, and cancel appointments in a calendar you connect.

Sayora is operated by Sayora Ltd, a company registered in Scotland with company number SC888928. Our registered office is 13/4 Grindlay Street, Edinburgh, Scotland, EH3 9AT.

We are the data controller for personal data we collect about you when you sign up as a Sayora customer (a “client”), and the data processor for personal data we handle on your behalf about people who call you (your “callers”).

In this policy:

• “We”, “us”, “our” means Sayora.
• “You” / “your” means a Sayora client, a UK business owner using Sayora to answer calls.
• “Caller” means an end-user who calls a phone number Sayora answers on your behalf.

What we collect

From you (as a Sayora client)

• Account details: name, business name, email address, phone number, postal address (required by our telephony partner for the UK Ofcom regulatory bundle).
• Authentication: email address and the authentication records needed for email and password or Google sign-in. Password handling is provided by Supabase and passwords are not stored in Sayora’s application database.
• Configuration you provide: business hours, knowledge-base entries (FAQs, services, pricing), greeting and policy preferences, optional calendar connection details.
• Communications with us: support emails and messages, including messages you send using our support chat. When you use support chat while signed in, we provide our support-chat provider, Crisp, with your account email address and display name so our team can identify the conversation.

From visitors to our website

If you use support chat while not signed in, we receive the messages and any information you choose to provide. Crisp may also use cookies or similar local storage to operate and remember the chat, as described in the Cookies section below.

If you allow optional analytics, we use Google Analytics and Mixpanel to measure page visits, page engagement, selected button clicks, opened FAQs, calculator use, and progress through the demo, signup, onboarding, and product journeys. We use account, user, and device identifiers where needed to connect those steps. We do not send names, email addresses, phone numbers, search text, call content, payment details, or raw error messages to Mixpanel.

Fathom measures visits to our public website without setting analytics cookies, independently of your cookie choice. We exclude staff traffic and visits with query parameters, and send only the public page URL, the referring website origin, and whether a signup button was clicked on that page. See Fathom’s privacy policy.

If you separately allow session recording, Mixpanel can reconstruct how pages behaved during your visit. All on-screen text and form inputs are masked. Images, audio, video, canvases, embedded frames, support chat, and areas marked as private are blocked. We also disable console and network recording. Mixpanel receives the page URL needed to show the replay, so we limit recording to pages without query details or account-specific paths.

From the point a personalised demo starts building, we also record a limited set of server-side product events. These events tell us whether a demo, signup, trial, onboarding step, call, lead, integration, or billing step succeeded or failed. They use internal identifiers and restricted categories rather than the content you entered. This server-side measurement does not use optional cookies and may continue if you reject optional cookies.

From your callers (on your behalf)

When a caller dials a Sayora-managed phone number:

• The caller’s phone number (always, automatically, needed to route the call).
• Call audio. Calls are recorded so we can transcribe them, so you can listen back to a call, and so quality issues can be investigated. Depending on the voice runtime used for the call, the recording is hosted by Retell AI or stored in Sayora’s private Supabase Storage. We keep a restricted recording reference and stream the audio on demand through an authenticated route when an authorised user listens back.
• Transcribed text of the conversation.
• Caller-provided details: typically name, reason for call, preferred callback time.
• Call metadata: start/end time, duration, call outcome (for example: lead captured, abandoned, marked as spam) and the spam classification recorded for the call (a flag and a short reason).
• Appointment details for bookings made by Sayora, mirrored into our database and into your connected calendar (cal.com or Google Calendar).

Every call begins with an audible disclosure that the conversation is recorded and may be reviewed by a human. Callers can decline and request that you call them back directly.

From your connected calendar (if you enable calendar booking)

Sayora supports two calendar providers: cal.com and Google Calendar. Connection is optional.

If you connect cal.com, we receive: your cal.com username and email, the list of your event types (slug, label, duration), and OAuth access + refresh tokens. Tokens are stored encrypted.

If you connect Google Calendar, we receive: your Google account email address, the list of calendars in your Google account (so you can pick which one Sayora writes to), and OAuth access + refresh tokens. Tokens are stored encrypted. See the dedicated Google API Services User Data Policy section below for the full disclosure required by Google.

Why we collect it (legal basis under UK GDPR)

How we use it

• To answer your phone calls when you can’t.
• To send your team a lead summary by text, email or both after each captured call.
• To text the caller a thank-you confirmation (configurable per client).
• To book, reschedule, or cancel appointments in your connected calendar when you’ve enabled that feature.
• To investigate and resolve technical issues, security incidents, or abuse.
• To measure where visitors and clients get stuck in demo, signup, onboarding, and product journeys.
• To respond to support requests you send through email or support chat.
• To comply with legal and regulatory obligations (Ofcom records for the UK number assigned to you).

We may use anonymised, aggregated data (e.g., “average call length”, “common intent categories”) to improve the service. This data cannot be linked back to a specific caller or client.

Who we share it with (subprocessors)

We use the third parties below to deliver the service. Each is bound by a data-processing agreement.

Sayora’s direct subprocessors:

Sub-processors used inside Retell (Retell’s own subprocessors that handle call audio on Retell’s infrastructure, which Sayora does not integrate with directly):

We do not sell personal data. We do not share data with any third party for that party’s own marketing purposes.

International transfers outside the UK / EEA rely on UK adequacy regulations where applicable, the EU-US Data Privacy Framework where the recipient is certified, or Standard Contractual Clauses (SCCs) with the UK Addendum.

Retention

Account lifecycle

Your Sayora account moves through three states, and what we retain depends on the state:

• Active. You are a paying client, calls are answered, all the retention windows above apply.
• Archived. You have paused or closed the account but it is still recoverable. We stop answering calls (the number plays an out-of-service message). Your data is held untouched for 6 months in case you come back.
• Deleted. Either you confirmed a hard delete, or the 6-month archive window expired. Everything we control is purged: your account, all call records, transcripts, lead summaries, calendar connections, MCP credentials, and any remaining Retell-side recordings or transcripts inside the 90-day window. The only thing kept is a single immortal audit row recording that the deletion happened and when, with no personal data attached.

You will be emailed 7 days before automatic deletion and again when it completes. You can request earlier deletion at any time (see “Your rights” below).

Your rights (UK GDPR)

You have the right to:

• Access the personal data we hold about you.
• Have inaccurate data corrected.
• Have your data erased (subject to legal retention requirements).
• Restrict or object to processing.
• Receive your data in a portable format.
• Withdraw consent at any time, where consent is the legal basis.
• Complain to the Information Commissioner’s Office (ICO) at ico.org.uk.

To exercise any of these, email hi@sayora.ai. We respond within 30 days.

If you are a caller (not a Sayora client) and want your data removed from a Sayora client’s records, please contact the client directly. We act only as their processor for caller data; the client decides what to retain.

Google API Services User Data Policy

Sayora’s use of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

When a Sayora client connects their Google Calendar, the following applies.

What Google data we access

• Your Google account email address (https://www.googleapis.com/auth/userinfo.email), used to display which Google account is connected in the Sayora portal and to identify the connection internally.
• Your Google Calendar (https://www.googleapis.com/auth/calendar.events and https://www.googleapis.com/auth/calendar.readonly), used to read free/busy time on the calendar you select, create events when Sayora books an appointment on a caller’s behalf, update events when Sayora reschedules, and delete events when Sayora cancels.

How we use it

• Only to provide the calendar-booking feature you explicitly enabled.
• We read free/busy intervals and events tagged with a private identifier we set (sayoraEventTypeSlug). We do not read events Sayora did not create.
• We mirror booking activity into our own database so callers asking about their appointment get accurate answers without an extra round-trip to Google.

What we do NOT do

• We do not use Google user data for serving advertisements.
• We do not sell Google user data.
• We do not transfer Google user data to any third party except (a) as needed to provide the calendar-booking feature back to you, (b) where required by law, or (c) in connection with a merger, acquisition, or sale of assets, with notice to you.
• We do not allow humans at Sayora to read your Google calendar data, except (a) with your explicit consent, (b) for security purposes such as investigating abuse, (c) to comply with applicable law, or (d) in aggregated, anonymised form for internal operations.
• We do not transfer Google user data to AI/ML models for training the underlying model. The AI uses your data only at inference time to handle the current call.

How to revoke access

• In the Sayora portal: open the Calendar settings page and click Disconnect. The connection is archived, the Google push-notification channel is stopped, and the OAuth tokens are taken out of active use immediately. The encrypted tokens are deleted with the rest of the archived connection record per our retention schedule (or sooner on request).
• Directly with Google: visit myaccount.google.com/permissions, find “Sayora” in the list, and click “Remove access”.

Security

• OAuth tokens and webhook secrets are encrypted at rest with AES-256-GCM. The encryption key is held in our hosting provider’s secret store, separate from the database.
• All traffic between you, your callers, and Sayora is over HTTPS / TLS 1.2+.
• Database access is restricted by role-based access control plus row-level security; service-role keys are held only by the application server.
• We follow standard security practices: dependency updates, secrets rotation, access logging, principle of least privilege.

We will notify you within 72 hours of becoming aware of a personal data breach that is likely to result in a risk to your rights or freedoms, and report to the ICO as required by UK GDPR.

Children

Sayora is a B2B service for UK businesses. We do not knowingly collect personal data from children under 13. If you believe we have, contact us and we will delete it.

Cookies

Essential cookies keep the service working. These include the Supabase session cookie used to keep you signed in, a short-lived __oauth_state cookie used while connecting a calendar, and sayora_privacy, which remembers your cookie choices for 180 days. A short-lived sayora_analytics_excluded cookie keeps Sayora staff activity out of analytics. If Mixpanel has already run, a Mixpanel opt-out marker remembers when that browser should stop sending Mixpanel events. Support chat may also use cookies or similar local storage to operate and remember the conversation.

Analytics is optional. If you allow it, Google Analytics and Mixpanel use browser storage to measure visits and the selected events described above. If you reject it, Mixpanel browser analytics stays off. Fathom runs independently of this choice without setting analytics cookies. Google Analytics remains in denied Consent Mode and may receive cookieless measurement signals. We do not enable advertising or cross-site tracking cookies.

Session recording is a separate optional choice. It only runs when both Analytics and Session recording are on. Mixpanel may temporarily use browser storage to build and send a replay. The masking and blocking rules described above apply.

Choose Accept optional, Reject optional, or Manage choices in the banner. You can withdraw consent or change either optional choice later through Cookie settings in the website footer. The same choice applies on sayora.ai and app.sayora.ai. The limited server-side product journey events described above do not rely on optional cookies and are not controlled by these switches.

Changes to this policy

We may update this policy. When we make material changes we will notify you by email and update the “Last updated” date at the top. Your continued use of the service after the change date constitutes acceptance.

Contact

• Email: hi@sayora.ai
• Postal address: Sayora Ltd, 13/4 Grindlay Street, Edinburgh, Scotland, EH3 9AT
• ICO complaint: ico.org.uk/make-a-complaint