Privacy Policy

01

Who We Are

Callout Technologies Ltd ("Callout", "we", "us", "our") operates the Callout platform, including the mobile application and website at bookacallout.com. We connect customers who need emergency plumbing and heating services with qualified, Gas Safe registered tradespeople.

We are the data controller for personal information collected through our platform. We are registered in England and Wales.

02

Information We Collect

Information you provide

• Account details: name, email address, phone number, and password when you register
• Plumber profile: Gas Safe registration number, business name, service areas, call-out fee, years of experience, and public liability insurance details
• Plumber applications: name, business name, email, mobile number, city, Gas Safe number, experience and services, submitted on our website's registration page
• Waitlist sign-ups: your email address, used only to tell you when Callout launches in your area. You can ask us to remove it at any time
• Job information: description of work required, address, and any notes
• Payment details: processed securely via Stripe — we do not store card numbers
• Receipts and invoices: photographs of material receipts uploaded to support job records
• Communications: messages sent within the platform between customers and plumbers

Information collected automatically

• Push notification tokens: to send booking updates and alerts
• Plumber location, only when marking a no-show: if a plumber marks a customer as a no-show, the app reads their phone's location once, with their permission, to check they are at the booking address. We keep only the distance from the address (in metres), not the location itself. The app does not track plumbers' location at any other time.

03

How We Use Your Information

• Creating and managing your account
• Matching customers with available, qualified plumbers
• Processing payments (including booking fees and plumbers' plan subscriptions) and calculating commission on call-out fees and labour
• Sending booking confirmations, status updates, and receipts
• Enabling in-app messaging between customers and tradespeople
• Verifying Gas Safe registration for plumber accounts
• Handling disputes (including disputed no-shows) and providing customer support
• Complying with legal and regulatory obligations
• Preventing fraud and ensuring platform safety

04

Legal Basis for Processing

Under UK GDPR, we rely on the following legal bases:

• Contract performance: to provide the Callout service, process bookings, and handle payments
• Legitimate interests: to improve our platform, prevent fraud, and ensure safety
• Legal obligation: to comply with UK law, tax requirements, and financial regulations
• Consent: for marketing communications and optional features such as push notifications — you can withdraw consent at any time

05

Who We Share Data With

We do not sell your personal data. We share data only as necessary to operate the platform:

• Stripe: payment processing — subject to Stripe's own privacy policy
• Supabase: secure database and authentication infrastructure
• Resend: transactional email delivery
• Anthropic: powers the AI assistant in the app's Help & Support chat. Messages you type there are sent to Anthropic to generate a reply. We ask you to agree before your first message, and you can email us instead. Please don't share payment details in the chat.
• Expo: delivers push notifications to your device, using your device's push token
• Gas Safe Register: we check plumbers' registration numbers on the public Gas Safe Register; we don't send them your personal data
• Other users: plumbers see the job address and customer first name; customers see the plumber's name, photo, rating, reviews and call-out fee. We don't share customers' or plumbers' phone numbers or email addresses with each other, and contact details typed into in-app chat are hidden
• Legal authorities: if required by law or to protect the safety of users or the public

06

How Long We Keep Your Data

• Active accounts: data is retained for as long as your account is active
• Completed jobs: booking and payment records are kept for 7 years for tax and legal purposes — if you delete your account, without your name or contact details (see below)
• Deleted accounts: see "Deleting your account" below

Deleting your account

You can delete your account at any time in the app: customers under Profile → Delete Account, plumbers from their dashboard under Delete Account. If you have a booking that is still in progress, or a finished job that hasn't been paid for, you'll be asked to cancel it or wait until it's paid first.

When you delete your account, we immediately delete:

• your account and sign-in details
• your profile and photo, and (for plumbers) your public listing, availability, Gas Safe and insurance details, and any pre-registration you made on our website
• your messages, the reviews you wrote, loyalty stamps, wallet balance, saved cards and support tickets
• receipt photos you uploaded, and bookings that were started but never paid for

We keep your past bookings as anonymous financial records, because a company must keep its accounts. We remove your name, address, postcode, phone number, notes and the link to your account from each one, and keep only what the record needs: the service, date and time, amounts charged, refunded and paid out, status, booking reference and Stripe payment references. For plumbers, the record of payouts we sent you is kept the same way, without your details.

Also kept: Stripe keeps its records of payments, refunds and payouts it processed for you, as financial regulations require; these are covered by Stripe's privacy policy. Copies of emails we have already sent you may remain in your inbox and in our email provider's delivery logs. We may also keep information we are legally required to retain, for example to deal with a dispute or a request from a law enforcement authority.

If you can't access the app, email hello@bookacallout.com from the address on your account and we will delete it for you.

07

Your Rights

Under UK GDPR, you have the right to:

• Access your personal data and receive a copy of it
• Rectify inaccurate or incomplete data
• Erase your data (the "right to be forgotten"), subject to legal retention requirements
• Restrict processing of your data in certain circumstances
• Data portability — receive your data in a structured, machine-readable format
• Object to processing based on legitimate interests
• Withdraw consent at any time for processing based on consent

To exercise any of these rights, contact us at hello@bookacallout.com. We will respond within one month. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) if you believe we have not handled your data lawfully.

08

Cookies

Our website only uses cookies that are essential for it to work. We do not use analytics, advertising or tracking cookies.

The Callout mobile app does not use cookies. It uses local storage only to maintain your session and preferences on your device.

09

Security

We take security seriously. All data is encrypted in transit using TLS and at rest using industry-standard encryption. Access to production systems is restricted to authorised personnel only.

Payments are handled entirely by Stripe, a PCI DSS Level 1 certified provider. We never store card numbers or sensitive payment credentials on our servers.

If you believe your account has been compromised, contact us immediately at hello@bookacallout.com.

10

Changes to This Policy

We may update this Privacy Policy from time to time. When we make material changes, we will notify you by email and display a notice in the app. The date at the top of this page shows when the policy was last updated.

Continued use of the Callout platform after changes take effect constitutes acceptance of the updated policy.

11

Contact Us

If you have any questions about this Privacy Policy or how we handle your data, please get in touch.