Privacy Policy

1. About us

Safe2call Ltd, trading as Safe2call, is a telecommunications provider registered in the United Kingdom under company registration number 17466601, with its registered office at 13 Golders Gardens, London, NW11 9BP, England.

We comply with the UK General Data Protection Regulation, the Data Protection Act 2018 and, where applicable, the EU General Data Protection Regulation.

2. Scope

This Privacy Policy applies to:

• Visitors to our websites.
• Users of our customer portal.
• Users of our web-based PBX portal.
• Customers and end-users of our telecommunications, VoIP, PBX and managed VoIP services.
• Business partners, resellers and suppliers interacting with us.

3. Information we collect and process

3.1 Account and login information

To use the Service, a user must have a registered service account. Login details are provided to the user after the service account has been registered. Depending on the configuration of the Service, these details may include:

• A username or account identifier.
• A telephone number or extension number.
• A password or authentication token.
• A PBX domain, server address or other connection information.
• Information identifying the customer, organisation or PBX account to which the user belongs.

We process this information to authenticate the user, connect the user to the correct PBX or VoIP service, maintain the user's session, and provide access to the functions assigned to the account.

The login details provided may also be used to access the web-based PBX portal connected to the same service account.

Users are responsible for keeping their login details confidential and must not share them with unauthorised persons.

3.2 Personal information you provide

We may collect personal information that you provide directly to us, including:

• Your name, address, email address and telephone number.
• Account registration and administration information.
• Billing information, invoices and transaction history.
• Correspondence with our customer service or technical support teams.
• Information included in service requests and support tickets.
• Identity verification information, such as proof of identity or proof of address, where required by law.

3.3 Automatically collected technical information

When you use our website, customer portal, web-based PBX portal or Service, we may automatically process:

• Your IP address and approximate region.
• Device type and operating system version.
• Browser type and version.
• Login times and session information.
• Pages visited, visit duration and retention information.
• Connection status and technical information required to operate the Service.
• General usage and performance information.

This information is used to operate the Service, maintain security, authenticate connections, investigate technical problems, understand website traffic, and improve performance and reliability.

3.4 Call records and call history

We may process and store information relating to calls made, received or attempted through the Service. This information may include:

• The telephone number, extension or account involved in the call.
• The date and time of the call.
• The direction of the call, such as incoming or outgoing.
• Call duration.
• Call status, such as answered, missed, rejected, failed or cancelled.
• Technical connection information.
• PBX routing and SIP signalling information.
• Information needed for billing, fraud prevention, troubleshooting and service administration.

Call records and Call Data Records may be stored on our servers and used to calculate call charges shown on your invoices.

3.5 Diagnostic information and support logs

If you experience a technical problem, you may choose to provide diagnostic logs to our support team in connection with a support request.

Diagnostic logs may contain device and operating system information, network and connection information, login and registration events, error messages, and account or device identifiers required to investigate the reported problem.

Diagnostic logs are used only to investigate technical problems, reproduce errors, provide support, and improve the stability and performance of the Service.

4. How we use your information

We may use personal information to:

• Register, provide, operate and maintain the Service.
• Authenticate users and manage service accounts.
• Connect users to the correct PBX or VoIP server.
• Enable voice calls and other communication functions.
• Process payments and administer customer accounts.
• Generate invoices, including metered call charges.
• Prevent fraud, misuse and unauthorised access.
• Investigate technical problems and respond to support requests.
• Improve call quality, reliability, security and performance.
• Comply with legal, regulatory and contractual obligations.
• Send marketing information or promotional offers where the user has provided consent.

5. Legal bases for processing

Depending on the information and purpose, we process personal information on one or more of the following legal bases:

• Performance of a contract, where processing is necessary to provide the Service requested by the customer or user.
• Legitimate interests, including operating, securing, supporting and improving the Service.
• Compliance with a legal or regulatory obligation.
• Consent, including for optional features or marketing communications.

Where processing is based on consent, the user may withdraw that consent at any time. Withdrawal of consent does not affect the lawfulness of processing carried out before consent was withdrawn.

6. Sharing of information

We may share personal information with:

• Telecommunications carriers and interconnect partners required to complete calls.
• PBX, hosting, infrastructure and data-centre service providers.
• Payment providers where payment processing is required.
• Technical support and software development providers assisting with user-requested troubleshooting.
• Professional advisers, auditors, insurers and affiliated companies.
• Regulators, courts, law enforcement authorities or other public bodies where disclosure is required by law.
• Other parties where the user has provided consent.

We do not sell personal information to third parties.

Service providers may process personal information only as necessary to provide their services to us and must protect it in accordance with applicable contractual and legal obligations.

7. International data transfers

Personal information may be processed in the United Kingdom.

Where information is transferred outside the country in which the user is located, we use appropriate legal and contractual safeguards, such as Standard Contractual Clauses or other applicable transfer safeguards, where required by applicable law.

8. Cookies and website analytics

We may use cookies and similar technologies for website functionality, security, session management and analytics, including anonymous measurement of website traffic, regions and visit duration.

Users can manage, block or delete cookies through their browser settings. Blocking certain cookies may affect the operation of some website or portal functions.

9. Data retention and account deletion

We retain personal information only for as long as necessary to provide the Service, maintain the account, comply with legal obligations, resolve disputes and protect the security of the Service.

Unless a longer period is required by law:

• Account and authentication information is retained while the service account remains active.
• Call history and Call Data Records are retained for 180 days.
• Billing and payment records are retained for 6 years.
• Diagnostic logs voluntarily submitted to support are retained for the time required to investigate and resolve the reported problem, and for no longer than 30 days after the support case is closed.

When an account is deleted, personal information associated with the account is deleted unless it must be retained for legal, regulatory, billing, fraud-prevention, security or dispute-resolution purposes. To request deletion, contact us using the details in section 16.

10. Security

We use appropriate technical and organisational security measures to protect personal information. These measures may include:

• Encryption of information during transmission.
• Authentication and access controls.
• Firewalls and network security measures.
• Restricted access to administrative and support systems.
• Monitoring intended to detect unauthorised access or misuse.
• Regular maintenance and security updates.

While no system can be guaranteed to be completely secure, we regularly review and update our security measures.

11. Your data protection rights

Depending on the applicable data protection law, the user may have the right to:

• Request access to personal information.
• Request correction of inaccurate or incomplete information.
• Request deletion of personal information.
• Request restriction of processing.
• Object to certain processing activities.
• Request transfer of personal information.
• Withdraw consent at any time where processing is based on consent.
• Submit a complaint to the applicable data protection authority.

To exercise any of these rights, contact us using the details in section 16.

We may need to verify the identity of the person making the request before disclosing, correcting or deleting personal information.

12. Children's privacy

The Service is intended for business users. We do not knowingly collect personal information from children. If we become aware that such information has been collected, we will take reasonable steps to delete it.

13. Links to third-party services

Our websites and portals may contain links to third-party websites, services or payment systems.

We are not responsible for the privacy practices of third parties. Users should review the privacy policies of third-party services before providing them with personal information.

14. Changes to this privacy policy

We may update this Privacy Policy periodically to reflect changes to the Service, legal requirements or our information-handling practices.

Any changes will be published on our website together with the revised “Last Updated” date.

15. Contact us

• Safe2call Ltd
• 13 Golders Gardens, London, NW11 9BP
• Company registration number: 17466601
• Telephone: 0330 301 0246