Privacy Policy

This policy explains how Kieran Cromie, trading as FlowVia (“FlowVia”, “we”, “us”), handles personal data when you use the FlowVia AI receptionist and chatbot platform (the “Service”). We act as a data controller for our direct customers’ account data, and as a data processor for the enquiry and contact data we process on behalf of our customers (estate agencies), who are the controllers of their own enquirers’ data.

What we collect

• Account data: name, email, organisation, login credentials, and billing details (handled by our payment processor).
• Enquiry data (on behalf of our customers): the content of calls and chats, contact details an enquirer provides (name, phone, email, property interest), and derived lead information.
• Technical data: IP address, device/browser information, and usage logs used to operate and secure the Service.

How we use it

• To provide the Service (answer enquiries, capture and route leads).
• To process payments and administer subscriptions.
• To secure the Service (abuse prevention, rate limiting, logging).
• To improve reliability and support customers.

Lawful basis

We process account data to perform our contract with you and for our legitimate interests in running and securing the Service. Enquiry data is processed under our customers’ instructions per our Data Processing terms; our customers are responsible for the lawful basis for their enquirers’ data.

Sub-processors

We use trusted third parties to deliver the Service, including: Anthropic (AI), ElevenLabs (voice), Twilio (telephony/SMS/WhatsApp), Resend (email), Voyage AI (search), Stripe (payments), Neon (database) and Vercel (hosting). Each processes data only as needed to provide their function.

Retention

We retain account data for the life of the account and as required by law. Enquiry data is retained per our customers’ configuration and instructions. Contact us to request deletion.

Your rights (UK GDPR)

You have rights to access, rectify, erase, restrict, and port your personal data, and to object to processing. To exercise these, or if you are an enquirer, contact the relevant estate agency (controller) or us at kieran@flowvia.uk. You may also complain to the ICO (ico.org.uk).

Security

Data is encrypted in transit (TLS) and integration secrets are encrypted at rest (AES-256-GCM). Access is restricted and audited.

Cookies

We use strictly necessary cookies to keep you signed in. We do not use advertising cookies.

Contact

Kieran Cromie, trading as FlowVia, 26 Brookfield, Sevenoaks, TN15 6SQ, United Kingdom. Email: kieran@flowvia.uk.