1. Who We Are
FirstPickUp ("we", "us", "our") is an AI voice receptionist service operated from Darlington, North East England. Our contact email is hello@firstpickup.co.uk.
2. What Data We Collect
From our clients (business owners):
- Name, email address, phone number, business name, and business address
- Payment information (processed securely by Tide; we do not store card details)
- Business information you provide for AI configuration (services, hours, FAQs, pricing)
From callers to our clients' businesses:
- Phone number of the caller
- Call recordings and transcripts
- Information provided during the call (name, reason for calling, appointment details)
From website visitors:
- Information submitted via our callback form (name, phone number, business name, location)
- Cookie data (see our Cookie Policy)
3. How We Use Your Data
- To provide, maintain, and improve the FirstPickUp service
- To configure and train your AI receptionist with your business information
- To process payments via our payment partner (Tide)
- To communicate with you about your account and service
- To respond to callback requests and enquiries
- To provide call transcripts and analytics to our clients
We do not sell your data to third parties. We do not use caller data for marketing purposes. Call data is used solely to provide the receptionist service to our clients.
4. Legal Basis for Processing
We process data under the following legal bases as defined by UK GDPR:
- Contract: To fulfil our service agreement with clients
- Legitimate interest: To improve our service and respond to enquiries
- Consent: For analytics cookies (where applicable)
5. Data Sharing
We share data only with:
- Our AI platform provider: To process calls (they act as a data processor under our instructions)
- Tide: For payment processing
- Calendar/booking integrations: To book appointments on behalf of our clients (only when configured by the client)
We do not share data with advertisers, data brokers, or any other third parties.
6. Data Retention
Call recordings and transcripts are retained for 90 days from the date of the call, unless the client requests longer retention. Account data is retained for the duration of the service agreement plus 12 months. Callback request data is retained for 12 months.
7. Your Rights
Under UK GDPR, you have the right to:
- Access the personal data we hold about you
- Rectify inaccurate data
- Erase your data (right to be forgotten)
- Restrict or object to processing
- Data portability
- Withdraw consent at any time
To exercise any of these rights, contact us at hello@firstpickup.co.uk. We will respond within 30 days.
8. Data Security
We implement appropriate technical and organisational measures to protect personal data, including encrypted data transmission, secure access controls, and regular security reviews. Payment data is processed by Tide and is never stored on our systems.
9. International Transfers
Some of our technology partners may process data outside the UK. Where this occurs, we ensure appropriate safeguards are in place, including standard contractual clauses approved by the ICO.
10. Changes to This Policy
We may update this policy from time to time. Material changes will be communicated to our clients by email. The latest version will always be available on this page.
11. Contact
For privacy-related questions or to exercise your rights, contact us at:
hello@firstpickup.co.uk
If you are not satisfied with our response, you have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.