Ouvora Ltd - PRIVACY POLICY
1. Important information and who we are
Ouvora is committed to protecting your personal data and complying with our data protection obligations. This Privacy Policy is part of this, as it sets out how we use and protect personal data. It covers our use of personal data where we act as a controller of that personal data. It applies to:
- Customers’ and potential customers’ staff.
- Suppliers and potential suppliers (and, where applicable, their staff).
- Job applicants.
- Users of our website (our website).
In circumstances where we act as a processor (e.g. where we provide our services to your organisation), we have different obligations to you and your organisation that are addressed in the Data Processing Agreement we have with your organisation. For example, where we handle messages or telephone interactions on behalf of a customer using our platform, that customer determines the purposes of processing and should provide its own privacy information.
Our website and our services are not intended for children (individuals under the age of 18) and we do not knowingly collect data relating to children.
Controller
Ouvora Ltd is the controller and responsible for your personal data (collectively referred to as Ouvora, we, us or our in this Privacy Policy).
If you have any questions about this Privacy Policy, including any requests to exercise your legal rights (paragraph 9), please contact us using the information set out in the contact details section (paragraph 10).
2. The types of personal data we collect about you
Personal data means any information about an individual from which that person can be identified.
We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:
• Identity Data includes first name, last name, any previous names, marital status, title, date of birth and gender.
• Contact Data includes billing address, email address and telephone numbers.
• Financial Data includes bank account details.
• Transaction Data includes details about payments to or from you or your organisation.
• CV Data include details about your employment history and other relevant information you provide if you are applying for employment or to work with us or may be provided to us by a third-party agency.
• Usage Data includes information about how you interact with and use our website and services and/or the services we provide to the organisation you work for. Usage Data also includes any personal opinions or other feedback you provide us about our website and/or our services whether on behalf of yourself or the organisation you work for.
• Marketing and Communications Data includes your preferences in receiving marketing from us and our third parties and your communication preferences.
• Communication Content Data includes the content of enquiries, emails and SMS messages and, where an AI voice or telephone service is enabled, call metadata and any audio recordings or transcripts created by that service.
We also collect, use and share aggregated data such as statistical or demographic data which is not personal data as it does not directly (or indirectly) reveal your identity. For example, we may aggregate individuals' Usage Data to calculate the percentage of users accessing a specific website feature in order to analyse general trends in how users are interacting with our website to help improve our website and our service offering. In addition, we may not always be able to identify you from the personal data we process, for example, where you are a third party that accesses our services in connection with the activities of one of our customers. As with aggregated data, that information will not be considered personal data under UK or EU law.
We do not knowingly or actively seek to collect any special category personal data about you (this includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union memberships, information about your health, and genetic and biometric data). Nor do we collect any information about criminal convictions and offences.
If you have any questions about the personal data we may collect or have collected about you from our data sources, please do not hesitate to contact us (paragraph 10).
3. How is your personal data collected?
We use different methods to collect data from and about you, including through:
• Your interactions with us. You may give us your personal data by filling in online forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:
• enquire about or subscribe to our services;
• request marketing to be sent to you;
• give us feedback or contact us. Where you contact us through an enabled AI voice or telephone service, this may include processing your speech and creating a recording or transcript where that functionality is enabled. We will provide information about the AI interaction and any recording, and obtain consent where required by law.
• Automated technologies or interactions. As you interact with our website (or the services provided through it), we will automatically collect Usage Data about your equipment, browsing actions and patterns and other analytical information. We collect this personal data by using cookies, server logs and other similar technologies as well as technologies within the services we provide to you and/or the organisation you work for.
• Third parties or publicly available sources. We will receive personal data about you from various third parties as set out below:
• Contact, Financial and Transaction Data is collected from providers of technical and payment services.
• Identity and Contact Data is collected from publicly available sources such as Companies House or social media websites such as LinkedIn.
4. How we use your personal data
Legal basis
The law requires us to have a legal basis for collecting and using your personal data. We rely on one or more of the following legal bases:
• Legitimate interests: We may use your personal data where it is necessary to conduct our business and pursue our legitimate interests, for example to prevent fraud and enable us to give you the best and most secure customer experience. We make sure we consider and balance any potential impact on you and your rights (both positive and negative) before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law).
• Legal obligation: We may use your personal data where it is necessary for compliance with a legal obligation that we are subject to. We will identify the relevant legal obligation when we rely on this legal basis.
Purposes for which we will use your personal data
We have set out below, in a table format, a description of all the ways we plan to use the various categories of your personal data, and which of the legal bases we rely on to do so. We have also identified what our legitimate interests are where appropriate.
Purpose/Use | Type of data | Legal basis |
|---|---|---|
To register you or your organisation as a new customer | (a) Identity (b) Contact | Necessary for our legitimate interests (to provide our services to you or the organisation you work for) |
To process and deliver our services to you or your organisation including activities such as: (a) manage payments, fees and charges (b) collect money owed to us | (a) Identity (b) Contact (c) Financial (d) Transaction | Necessary for our legitimate interests (to provide our services to you or the organisation you work for) |
To manage our relationship with you or your organisation which will include: (a) notifying you about changes to our contractual terms or Privacy Policy; and (b) dealing with your requests, complaints and queries | (a) Identity (b) Contact (c) Communication Content | Necessary for our legitimate interests (to keep our records updated, perform our services well and to study how customers use our services) |
To administer and protect our business and our website (including troubleshooting, data analysis, testing, system maintenance, support, reporting and hosting of data) | (a) Identity (b) Contact | Necessary for our legitimate interests (for running our business, provision of administration and IT services, network security, to prevent fraud and in the context of a business reorganisation or group restructuring exercise) |
To use data analytics to improve our website, services, customer relationships and experiences | (a) Usage | Necessary for our legitimate interests (to define types of customers for our services, to keep our website updated and relevant, to develop our business and services and to inform our marketing strategy) |
To receive your or your organisation’s goods or services | (a) Identity (b) Contact (c) CV (d) Transaction (e) Financial | Necessary for our legitimate interests (to receive goods or services from suppliers) |
To consider your or your organisation’s offer to supply goods or services to us | (a) Identity (b) Contact (c) CV | Necessary for our legitimate interests (to identify potential suppliers to receive goods or services from) |
To consider your application for a job | (a) Identity (b) Contact (c) CV | Necessary for our legitimate interests (to consider job applicants) |
To make suggestions and recommendations to you about services that may be of interest to you or your organisation | (a) Identity (b) Contact (c) Usage (d) Marketing and Communications | Necessary for our legitimate interests (to develop our services and grow our business) |
To receive communications from you via our website or otherwise | (a) Identity (b) Contact (c) Communication Content | Necessary for our legitimate interests (to receive communications via our website about our services) Where consent is required by law for a particular communication or recording, we rely on that consent for that activity. |
To respond to a request from a legal authority | (a) Identity (b) Contact (c) Usage (d) Marketing and Communications (e) CV | Necessary for compliance with a legal obligation |
Direct marketing
You may receive marketing communications from us if you have requested information from us or have enquired about our products or services.
We may also analyse your Identity, Contact and Usage Data to form a view which services and offers may be of interest to you or your organisation so that we can then send you relevant marketing communications.
Third-party marketing
We will get your express consent before we share your personal data with any third party for their own direct marketing purposes.
Opting out of marketing
You can ask to stop sending you marketing communications at any time by following the opt-out links within any marketing communication sent to you or by contacting us.
If you opt out of receiving marketing communications, you will still receive service-related communications that are essential for administrative or customer service purposes in connection with the supply of our services to you and your organisation.
Cookies
For more information about the cookies we use and how to change your cookie preferences, please see: https://goouvora.com/cookie-policy.
5. Disclosures of your personal data
We may share your personal data where necessary with the parties set out below for the purposes set out in the above.
• Professional advisers including lawyers, bankers, and insurers who provide banking, legal, insurance and accounting services.
• HM Revenue & Customs, regulators and other authorities based in the United Kingdom or elsewhere.
• External third party suppliers that help us carry out and manage our business, our services and this website. Depending on the functions used, these include Base44 (Wix.com Ltd) for the application platform; Google for cloud and workspace services; Stripe for payments; Resend (Plus Five Five, Inc.) for email delivery; PureSMS (divergent / Connect) for SMS delivery when enabled; Twilio for messaging during the transition while it continues to process data; ElevenLabs (Eleven Labs Inc.) for AI voice services and Telnyx for telephone connectivity where those services are enabled; OpenAI for AI-enabled functions where used, including through platform providers; and PostHog for analytics and diagnostics where enabled. Cloudflare may provide infrastructure, security or storage where deployed.
• We share only the personal data relevant to the service being provided. For example, SMS providers may receive telephone numbers, message content and delivery information, and voice providers may process call audio, transcripts and call metadata. Some providers also act as independent controllers for their own account administration, fraud prevention, legal compliance or communications usage purposes, as explained in their privacy notices. Our use of providers for data we process on behalf of a customer is governed by the applicable Data Processing Agreement.
6. International transfers
We may transfer your personal data to service providers that carry out certain functions on our behalf. This may involve transferring personal data outside the UK to countries which have laws that do not provide the same level of data protection as the UK or EU law.
For transfers outside the UK or EEA that require a transfer mechanism under applicable data protection law, we use one of the following mechanisms, as appropriate:
• An applicable adequacy decision or regulation covering the recipient and the transfer. For transfers to the United States, this may include the EU-US Data Privacy Framework and, for UK data, its UK Extension, where the recipient’s certification covers the relevant transfer.
• Appropriate safeguards, such as the EU Standard Contractual Clauses and, for UK transfers, the UK International Data Transfer Agreement or the UK Addendum to those clauses, together with any assessment and supplementary measures required by applicable law. To obtain a copy of these contractual safeguards, please contact us at the contact details set out below (paragraph 10).
7. Data security
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.
8. Data retention
How long will you use my personal data for?
We will only retain your personal data for as long as reasonably necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, regulatory, tax, accounting or reporting requirements. We may retain your personal data for a longer period in the event of a complaint or if we reasonably believe there is a prospect of litigation in respect to our relationship with you.
To determine the appropriate retention period for personal data, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal, regulatory, tax, accounting or other requirements.
By law we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they cease being customers for tax and other legal purposes.
In some circumstances you can ask us to delete your data: see paragraph 9 below for further information.
In some circumstances we will anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.
9. Your legal rights
You have a number of rights under data protection laws in relation to your personal data.
You have the right to:
• Request access to your personal data (commonly known as a "subject access request"). This enables you to receive a copy of the personal data we hold about you and to check that we are lawfully processing it.
• Request correction of the personal data that we hold about you. This enables you to have any incomplete or inaccurate data we hold about you corrected, though we may need to verify the accuracy of the new data you provide to us.
• Request erasure of your personal data in certain circumstances. This enables you to ask us to delete or remove personal data where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal data where you have successfully exercised your right to object to processing (see below), where we may have processed your information unlawfully or where we are required to erase your personal data to comply with local law. Note, however, that we may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.
• Object to processing of your personal data where we are relying on a legitimate interest (or those of a third party) as the legal basis for that particular use of your data (including carrying out profiling based on our legitimate interests). In some cases, we may demonstrate that we have compelling legitimate grounds to process your information which override your right to object.
• You also have the absolute right to object any time to the processing of your personal data for direct marketing purposes (see opting out of marketing in paragraph 4 for details of how to object to receiving direct marketing communications).
• Request the transfer of your personal data to you or to a third party. We will provide to you, or a third party you have chosen, your personal data in a structured, commonly used, machine-readable format. Note that this right only applies to automated information which you initially provided consent for us to use or where we used the information to perform a contract with you.
• Request restriction of processing of your personal data. This enables you to ask us to suspend the processing of your personal data in one of the following scenarios:
• If you want us to establish the data's accuracy;
• Where our use of the data is unlawful but you do not want us to erase it;
• Where you need us to hold the data even if we no longer require it as you need it to establish, exercise or defend legal claims; or
• You have objected to our use of your data but we need to verify whether we have overriding legitimate grounds to use it.
If you wish to exercise any of the rights set out above, please contact us at our contact details listed in paragraph 10 below.
No fee usually required
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we could refuse to comply with your request in these circumstances.
What we may need from you
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
Time limit to respond
We try to respond to all legitimate requests within one month. Occasionally it could take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
10. Contact details
If you have any questions about this Privacy Policy or about the use of your personal data or you want to exercise your privacy rights, please us in the following ways:
• Email address: hello@goouvora.com
• Postal address: 572 Inglemire Lane, Hull, England, HU6 8SH
• Telephone: 0161 528 1883
11. Complaints
You have the right to make a complaint to the Information Commissioner’s Office (ICO), the UK regulator for data protection issues (www.ico.org.) or, if you are based in the EEA, your local regulator.
If you are based in the UK, before making a complaint please make sure you have first made your complaint to us or asked us for clarification if there is something you do not understand. The ICO will expect you to have done this before reviewing your complaint. You can find our complaints form and our Data Protection Complaint Handling Policy here: https://goouvora.com/data-protection-complaints.
12. Changes to this Privacy Policy and your duty to inform us of changes
We keep our Privacy Policy under regular review. This version was last updated on 12 October 2026.
It is important that the personal data we hold about you is accurate and current. Please keep us informed if your personal data changes during your relationship with us, for example a new address or email address.
13. Third-party links
Our website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read this Privacy Policy of every website you visit.