PRIVACY POLICY
Retane
United Kingdom
Contact: [email protected] | 0115 647 2028
Website: https://retane.co.uk
Governing Law: England & Wales
Last Updated: June 2026

1. Introduction

This Privacy Policy explains how Retane collects, uses, stores, and protects personal data. It applies to everyone who visits retane.co.uk, communicates with us, or subscribes to any Retane service.

2. Who We Are

Retane is a UK-based business providing subscription-based inbound automation services to trades businesses. We are in the process of incorporating as a limited company. Until incorporation is complete, services are provided by Retane operating as an unincorporated business.

For all data protection matters, contact us at [email protected].

3. Data Roles

Retane operates in two distinct roles depending on the context in which personal data is processed.

Retane as Data Controller

When processing personal data about our own clients, website visitors, or prospective customers, Retane acts as the data controller. This means we decide how and why that data is used.

Retane as Data Processor

When handling personal data belonging to our clients' customers, which is collected and processed through the Retane platform, AI systems, booking tools, or communication channels on a client's behalf, Retane acts as a data processor. In this role we process data only as necessary to deliver the agreed services and strictly in accordance with the client's instructions.

Clients as Data Controller

Clients are the data controller for all personal data collected from their own customers via any Retane-operated channel, including AI conversations, booking systems, SMS, WhatsApp, Instagram, and Facebook. Clients are responsible for ensuring that data is collected and processed lawfully.

4. Data We Collect

4.1 Data Collected About Clients (Retane as Controller)

When you subscribe to or use Retane's services, we collect:

Full name

Email address

Phone number

Business name and address

Billing and payment information, processed via our third-party payment processor

Usage data, support records, and account activity

Communication history

4.2 Data Processed on Behalf of Clients (Retane as Processor)

When a client's customers interact with any Retane-operated system on that client's behalf, we may process:

Customer names, phone numbers, email addresses, and property addresses

Enquiry details, job descriptions, and booking information

Conversation records from AI-handled interactions across SMS, WhatsApp, Instagram, Facebook, and any other connected channel

Appointment and scheduling data

Clients must not upload or process special category personal data through the Retane platform without a lawful basis for doing so under UK GDPR.

5. How We Use Client Data

We use personal data collected about our clients for the following purposes:

Account creation and service delivery: Lawful basis: Contract

Billing, invoicing, and tax records: Lawful basis: Contract and legal obligation

Failed payment notifications and account management: Lawful basis: Contract

Security monitoring and fraud prevention: Lawful basis: Legitimate interests

Service diagnostics and improvement: Lawful basis: Legitimate interests

Transactional communications relating to your subscription: Lawful basis: Contract

Marketing updates and product news: Lawful basis: Consent, or where permitted under PECR, legitimate interests under the soft opt-in exemption for existing clients

6. Conversation Monitoring and Quality Assurance

To maintain service quality, ensure accuracy, and improve the performance of AI systems deployed on your behalf, you acknowledge and agree that Retane may access, review, and monitor conversations handled by AI tools and automated systems associated with your account. This includes messages exchanged between the AI and your customers via SMS, WhatsApp, Instagram, Facebook, or any other channel through which the Retane system operates.

Such access is used solely for the purposes of:

Identifying and resolving errors or inaccuracies in AI responses

Improving prompt configuration and system performance

Investigating complaints or reported issues

Ensuring compliance with these policies and applicable law

Retane will not use conversation data for any purpose outside of service delivery and improvement. All conversation data accessed by Retane is handled in accordance with this Privacy Policy and the Data Processing Agreement set out in Section 13.

7. Communications

Retane sends emails and SMS messages for the following purposes:

Account setup and onboarding

Payment confirmations and invoices

Failed payment alerts

Account status changes including suspension or termination

Service updates relevant to your subscription

These are transactional communications necessary to deliver the service and cannot be opted out of while your account is active.

Marketing communications are optional and will always include an unsubscribe option.

8. Cookies

Retane uses essential cookies only on retane.co.uk. Full details are set out in our Cookie Policy, available at https://retane.co.uk/cookies.

9. Sub-Processors

To deliver our services, Retane uses the following third-party sub-processors who may process personal data on our behalf:

CRM and automation platform provider: provides the core platform infrastructure through which client accounts, AI systems, conversations, bookings, and lead data are managed

Stripe (payment processor): processes subscription payments and billing data

Twilio (SMS and telephony provider): delivers SMS communications and missed call text-back functionality

OpenAI (AI language model provider): powers AI-generated responses within the Retane system

Meta (social media and messaging platforms, including Facebook and Instagram): provides the channels through which AI-handled conversations may take place on behalf of clients

All sub-processors are bound by appropriate data processing agreements.

We do not sell personal data to any third party.

10. International Data Transfers

Some of our sub-processors may process personal data outside the United Kingdom. Where this occurs, Retane ensures appropriate safeguards are in place, including the UK International Data Transfer Agreement, the UK Addendum to the EU Standard Contractual Clauses, or adequacy regulations where applicable. We will not transfer personal data internationally without ensuring a lawful transfer mechanism is in place.

11. Data Retention and Deletion

Active accounts: Personal data is retained for the duration of your active subscription.

Following cancellation: Where you cancel your subscription, your services remain active until the end of your current billing period. Following that, your account data will be retained for 30 days to allow for dispute resolution and data export requests. After 30 days, all data including AI conversation records, lead data, and account information will be permanently deleted from our systems. You are solely responsible for requesting and exporting any data you wish to retain before permanent deletion takes place. Retane will not initiate data exports on your behalf.

Failed payments: If a payment fails, Retane will retry up to 3 times over 3 days. If payment remains unsuccessful after 3 attempts, your account will be suspended immediately on day 4. Suspended accounts and all associated data will be permanently deleted after 30 days if payment is not received during that period. You will be notified prior to suspension and prior to deletion wherever reasonably practicable. 

Financial records: Billing and invoice records are retained for 6 years in accordance with HMRC requirements.

Lead and conversation data: Data collected on behalf of clients through AI systems and communication channels is retained only for as long as necessary to deliver the service and is deleted in accordance with the above schedule upon account closure.

12. Your Rights Under UK GDPR

You have the following rights in relation to your personal data:

Right of access: request a copy of the data we hold about you

Right to rectification: request correction of inaccurate data

Right to erasure: request deletion of your data where no longer required

Right to restriction: request that we limit how we process your data

Right to object: object to processing based on legitimate interests

Right to data portability: receive your data in a portable format

To exercise any of these rights, contact us at [email protected]. We will respond within one calendar month in accordance with UK GDPR.

Where a request relates to personal data processed on behalf of a client, meaning data for which the client is the data controller, we will forward the request to the relevant client for them to action.

You have the right to lodge a complaint with the ICO at any time: https://ico.org.uk/concerns

13. Data Processing Agreement

By subscribing to and using Retane's services, clients enter into a binding Data Processing Agreement with Retane, which takes effect automatically upon confirmation of payment or first use of the platform.

Roles

The client acts as data controller for all personal data collected from their customers via any Retane-operated system or channel. Retane acts as data processor, processing that data only as necessary to provide the subscribed services and strictly in accordance with the client's instructions.

Scope of Processing

Purpose: delivery of the Retane inbound automation service including AI response handling, appointment booking, missed call text-back, lead notifications, and associated features

Data types: customer names, phone numbers, addresses, enquiry details, job information, conversation records, and booking data

Data subjects: the client's customers and inbound enquirers

Duration: for the term of the active subscription and for 30 days following cancellation or termination

Sub-Processors

Retane uses the sub-processors listed in Section 9. By entering into this agreement, clients authorise Retane to engage those sub-processors. Retane will notify clients of any material changes to sub-processors where reasonably practicable.

Retane's Obligations as Processor

Process personal data only on documented instructions from the client or as required by law

Ensure all personnel with access to personal data are bound by appropriate confidentiality obligations

Implement and maintain appropriate technical and organisational security measures

Notify the client without undue delay upon becoming aware of a personal data breach affecting client data

Assist the client in responding to data subject rights requests where reasonably practicable

Delete or return all client personal data upon termination of the subscription in accordance with Section 11

Make available to the client all information reasonably necessary to demonstrate compliance with this agreement

Client Obligations as Controller

Clients confirm that:

All personal data provided to or processed through Retane has been collected lawfully and in compliance with UK GDPR, PECR, and any other applicable data protection legislation

They have determined the lawful basis for processing and obtained all required consents

They are responsible for ensuring their own compliance with all applicable data protection obligations

They are responsible for ensuring they are registered with the ICO where required

Retane is not liable for any regulatory penalties or claims arising from the client's failure to comply with their data protection obligations

This Data Processing Agreement is legally binding under UK GDPR Article 28.

14. Security

Retane protects personal data using the following measures:

Encryption of data in transit

Access controls and least-privilege principles

Multi-factor authentication

Regular backups

Sub-processor vetting and due diligence

Incident response planning

Where required by UK GDPR, Retane will notify the ICO without undue delay and, where applicable, within 72 hours of becoming aware of a reportable personal data breach. Affected clients will be notified without undue delay where the breach is likely to affect their customers' personal data.

15. Children's Data

Retane's services are intended for business use only and are not directed at individuals under the age of 18. We do not knowingly collect personal data from anyone under the age of 18. If we become aware that personal data belonging to a person under 18 has been collected through our systems, we will delete it promptly.

16. Changes to This Policy

We may update this Privacy Policy periodically. The latest version will always be available at https://retane.co.uk/privacy. Where appropriate, we may notify clients of significant changes by email.

17. Governing Law

This Privacy Policy and all processing of personal data by Retane are governed by the laws of England and Wales. Any disputes arising in connection with this policy are subject to the exclusive jurisdiction of the courts of England and Wales.

18. Contact

For all data protection and privacy enquiries, contact us at:

Email: [email protected]

Phone: 0115 647 2028

Support: https://retane.co.uk/technical-support

Support hours: Monday to Friday 09:00 to 17:00, Saturday to Sunday 10:00 to 16:00