Privacy Policy
Handover Digital builds websites and runs AI assistants that answer customer messages for businesses, mainly UK tradespeople, on WhatsApp, text message and website chat. This policy explains what personal data those assistants handle, why, and what you can do about it.
Who we are
Handover Digital is a trading name of Lloyd Morris, a sole trader based in Uxbridge. Contact: lloyd@handoverdigital.co.uk.
When you message one of our clients' businesses, that business decides why your data is used. Handover Digital processes it on the business's behalf to run its assistant. When you contact Handover Digital directly, we decide how your data is used.
What we collect
- Your phone number and WhatsApp profile name, when you message or call a business that uses our assistant. If the business misses your call and it is forwarded to us, we record your number and the time of the call so we can text you back.
- The content of your messages, including any photos you choose to send.
- Booking or enquiry details you give, such as your name, the job you need doing, preferred dates and times, your postcode or address, any photos you send, and any notes.
- If you use the enquiry form on handoverdigital.co.uk: your name, mobile number, trade and town, and your message. We use these only to reply to your enquiry, and delete them within 12 months if you don't become a client.
- Basic technical data needed to deliver messages, such as message IDs and timestamps.
We do not ask for payment card details, and we do not collect special category data on purpose. Please don't send sensitive information such as health details unless it's needed for your booking.
How we use it
- To reply to your messages and answer your questions about the business.
- To record bookings and enquiries, and pass them to the business's staff.
- To remember the recent conversation so replies make sense.
- To hand your chat to a member of staff when you ask for a person, or when the assistant can't help.
- To send you a quote the business has prepared, and a polite follow-up if you haven't replied.
- If you agreed to follow-up messages, to thank you after the job and send a link where you can leave a Google review if you want to. Everyone who agreed gets the same link, whatever they thought of the job.
- If you asked for one, to send you a reminder from the business when a regular job is due (for example a yearly boiler service). You can reply STOP at any time.
- To keep the service secure and fix problems.
We do not sell your data, and we do not use it for advertising.
Our legal basis
- Replying, bookings and quotes: because you asked the business to help you (taking steps at your request before a contract), and the business's legitimate interest in answering its customers.
- Review requests and service reminders: your consent, given when the assistant asked if the business could message you after the job and remind you when a regular job is next due. You can withdraw it at any time by replying STOP, and we'll send you nothing further.
- Enquiries to Handover Digital: our legitimate interest in replying to you.
AI-generated replies
Customers are told they are chatting with an AI assistant. Replies are written by an AI model (Claude, provided by Anthropic) using the business's own information. The assistant is told to stick to that information and to pass anything it can't answer to a person. Bookings are requests until the business confirms them.
Who we share it with
Only with the business you contacted, and with the service providers that make the assistant work:
- Meta Platforms (WhatsApp Business Platform), to send and receive WhatsApp messages.
- Anthropic, to generate replies.
- Airtable, to store conversations, bookings and customer records.
- Cloudflare, to host our websites and securely connect our systems.
- Twilio, to receive forwarded calls and send text messages, for businesses that use missed-call text-back.
- Publer, Meta and Google, to publish social media and Google posts for businesses on our Full Autopilot plan. Posts use the business's own photos and content, and never include customers' contact details.
These providers may process data outside the UK, including in the United States. Where they do, we rely on the safeguards UK law requires, such as the UK International Data Transfer Addendum or the UK-US data bridge.
For businesses using Handover Digital
Every business that uses Handover Digital signs a data processing agreement with us, as required by Article 28 of the UK GDPR. We only process its customers' data on its instructions, and we hand it back or delete it if the business leaves.
How long we keep it
Customer, booking and quote records are kept for as long as the business uses Handover Digital, and deleted within 30 days of it leaving. Chat messages are deleted after 12 months. The business may keep its own records longer (for example, for accounting), and you can ask us to delete your data sooner.
Your choices and rights
- Stop messages: reply STOP in the chat at any time, and the assistant won't send you any more automated messages. Reply START to chat again.
- Talk to a person: just ask, and the chat is passed to the business's staff.
- Access, correction or deletion: email lloyd@handoverdigital.co.uk. Under UK data protection law (the UK GDPR and the Data Protection Act 2018) you have the right to access, correct and delete your data, and to object to how it is used. If you're unhappy with how we handle your data, you can complain to the Information Commissioner's Office at ico.org.uk.
How to delete your data
Email lloyd@handoverdigital.co.uk with the subject "Delete my data". Include the phone number you messaged from and the business you contacted. We'll delete your messages, bookings and customer record within 30 days and confirm by email. You can also message the business directly and ask them to pass on the request.
Cookies and website analytics
Our websites don't use advertising or tracking cookies. We use Cloudflare Web Analytics, which counts visits without cookies and without identifying you. Fonts and some page code load from Google Fonts and jsDelivr, which receive your IP address to deliver them.
Security
Data is sent over encrypted connections, and access keys are stored securely and never shared. Only the people who run the service and the business you contacted can see your conversations.
Changes
We may update this policy. The date at the top shows when it last changed.