Privacy Policy

LiveLobby Ltd ("LiveLobby", "we", "us", or "our") is committed to protecting your personal information. This Privacy Policy explains what data we collect, how we use it, and your rights in relation to it. It applies to users of our website and our AI receptionist platform.

1. Who We Are

LiveLobby Ltd is registered in England and Wales. We provide an AI-powered receptionist service to private dental practices. For data we collect about our customers (practice staff and account holders), we act as a Data Controller. For patient call data processed on behalf of our customers, we act as a Data Processor under a Data Processing Agreement.

2. What Data We Collect

We collect the following categories of information:

• Account data — name, email address, business name, phone number, and billing details when you sign up.
• Usage data — log files, IP addresses, browser type, pages visited, and feature interactions.
• Call data — recordings, transcripts, and metadata from calls handled by our AI on behalf of your practice. This is processed as a Data Processor.
• Communications — messages you send to our support team.

3. How We Use Your Data

• To provide, operate, and improve the LiveLobby service.
• To process payments and manage your subscription.
• To send transactional emails (call summaries, invoices, alerts).
• To respond to support requests.
• To analyse aggregate usage for product improvements (never sold to third parties).
• To comply with legal and regulatory obligations.

4. Lawful Basis for Processing

We process your personal data under the following lawful bases:

• Contract — to deliver the services you have subscribed to.
• Legitimate interests — to improve our platform and prevent fraud.
• Legal obligation — to comply with applicable law (e.g. tax records).
• Consent — for any optional marketing communications.

5. Sharing Your Data

We do not sell your personal data. We share it only with trusted sub-processors required to deliver the service, including:

• Cloud infrastructure providers (servers and storage)
• Payment processors (Stripe Inc.)
• Communication platforms (transactional email)
• Analytics providers (aggregated, non-identifiable data only)

All sub-processors are contractually bound to process data only on our instruction and to appropriate data protection standards.

6. Data Retention

• Call recordings and transcripts: retained for 90 days by default (configurable in your dashboard).
• Account and billing data: retained for the duration of your subscription plus 7 years for tax and legal compliance.
• Support communications: retained for 3 years.

7. Your Rights

Under UK GDPR you have the right to:

• Access the personal data we hold about you.
• Correct inaccurate or incomplete data.
• Request erasure of your data ("right to be forgotten").
• Restrict or object to processing.
• Request portability of your data in a machine-readable format.
• Withdraw consent at any time (where processing is consent-based).

To exercise any of these rights, contact us at privacy@livelobby.ai. We will respond within 30 days.

8. Cookies

We use strictly necessary cookies to operate the service (session authentication). We use analytics cookies only with your consent. You can manage cookie preferences via our cookie banner or your browser settings.

9. Security

We implement industry-standard security measures including TLS encryption in transit, AES-256 encryption at rest, access controls, and regular security reviews. No method of transmission over the internet is 100% secure; we will notify you promptly in the event of a breach affecting your data.

10. Changes to This Policy

We may update this policy from time to time. We will notify you of material changes by email or via your dashboard. Continued use of the service after the effective date constitutes acceptance.

11. Contact Us

For any privacy-related queries:
LiveLobby Ltd, England & Wales
privacy@livelobby.ai