Swarm Labs Ltd — Privacy Policy
Swarm Labs Ltd ("Swarm Labs", "we", "us", "our") respects your privacy and is committed to protecting personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
This Privacy Policy explains how we collect, use, store and protect personal data when you:
- Visit swarmlabs.io
- Interact with our AI voice or live chat systems
- Purchase services or digital products
- Use our client portal
- Engage us for consultancy, automation or AI services
1. Who We Are
Swarm Labs Ltd
Registered in England & Wales
Registered Office: Beehive Lofts, Beehive Mill, Manchester M4 6JG
Email: hello@swarmlabs.io
For the purposes of data protection law, we act as:
- Data Controller for our own business operations, marketing, website administration and AI interaction management;
- Data Processor when processing personal data on behalf of clients.
2. Personal Data We Collect
2.1 Contact Information
- Name
- Business email address
- Telephone number
- Company name
- Job title
2.2 AI Voice & Chat Interaction Data
- Voice recordings (where enabled)
- Call transcripts
- Chat transcripts
- Audio metadata (timestamps, call duration)
- Information submitted during AI interactions
2.3 Account & Portal Data
- Login credentials
- User activity logs
- Account preferences
2.4 Transaction Data
- Billing address
- Payment information (processed by secure third-party payment providers)
- Purchase history
2.5 Technical Data
- IP address
- Browser type and version
- Device information
- Website usage data
2.6 Client Project Data
Where we provide automation or AI services to clients, we may process personal data provided by clients. In these cases, we act as a Data Processor.
3. How We Use Personal Data
Contractual Necessity
- Providing consultancy, AI and automation services
- Operating AI voice and live chat systems
- Managing accounts and portal access
- Processing payments
Legitimate Interests
- Improving AI models and service performance
- Monitoring system quality and security
- Fraud prevention and misuse detection
- Responding to enquiries
Legal Obligation
- Accounting and tax compliance
- Regulatory requirements
Consent (where applicable)
- Marketing communications
- Non-essential cookies
- Call recording where legally required
4. AI & Automated Processing
Our services may use artificial intelligence systems and automated processing technologies to:
- Generate responses in live chat or voice interactions
- Transcribe and analyse speech
- Classify enquiries or route communications
- Trigger automated workflows
AI systems generate outputs algorithmically and may not involve direct human review at the point of interaction.
We do not carry out solely automated decision-making that produces legal or similarly significant effects under Article 22 UK GDPR unless explicitly agreed in writing.
Where automated tools assist decision-making, appropriate human oversight may be applied.
5. Sharing of Personal Data
We may share personal data with:
- Cloud hosting providers
- Payment processors
- AI model providers and automation platforms
- Telephony and voice infrastructure providers
- Professional advisers (legal, accounting)
- Regulatory authorities where required
All third parties are required to implement appropriate data protection safeguards.
6. International Transfers
Some third-party providers may process data outside the UK. Where international transfers occur, we implement appropriate safeguards, including:
- UK International Data Transfer Agreement (IDTA)
- UK Addendum to EU Standard Contractual Clauses
- Adequacy decisions
7. Data Security
We implement appropriate technical and organisational measures including:
- Secure cloud infrastructure
- Encrypted connections (SSL/TLS)
- Access controls and authentication measures
- Role-based access limitations
While no internet transmission is completely secure, we take commercially reasonable steps to protect personal data.
8. Data Retention
We retain personal data only as long as necessary for service provision, compliance and dispute resolution. Typically:
- Client data: duration of contract + up to 6 years
- AI voice recordings and transcripts: up to 24 months unless otherwise required
- Enquiry data: up to 24 months
- Financial records: 6 years
9. Your Rights
Under UK GDPR, individuals have the right to:
- Access personal data
- Request correction
- Request erasure
- Restrict processing
- Object to processing
- Data portability
- Withdraw consent (where applicable)
Requests should be sent to: hello@swarmlabs.io
You have the right to lodge a complaint with the Information Commissioner's Office (ICO).
10. Client Data (Processor Activities)
Where we process personal data on behalf of clients:
- We act only on documented instructions
- Clients remain the Data Controller
- Processing terms may be set out in a separate Data Processing Addendum
- Clients are responsible for transparency obligations to their end users
11. Changes to This Policy
We may update this Privacy Policy from time to time. The latest version will always be published on our Website.