Privacy Policy | Always On Enquiries

Last updated: 16 October 2026.

1. Who we are

Always On Enquiries is a trading name of Techsteer Ltd, a company registered in England and Wales with company number 17446316. Our registered office is 167-169 Great Portland Street, London, W1W 5PF.

You can contact us about your personal information by email at privacy@techsteer.io or by post to our registered office.

2. Who this policy is for

This policy covers:

people who visit our website, contact us or sign up for the service;
Tenant Owners and Tenant Staff who use our portal (a "Tenant" is a business that subscribes to our service);
people who contact a Tenant through our AI voice agent, webchat or booking form ("End customers").

Our role depends on whose information it is:

Website visitors, Tenant Owners and Tenant Staff: we decide how this information is used, so we are the controller.
End customers: the Tenant decides why your information is collected and how it is used, so the Tenant is the controller. We process your information on the Tenant's behalf and on its instructions, as its processor. The Tenant's own privacy notice explains how it uses your information, and you can contact the Tenant directly.
End customer information we use for our own purposes: we are the controller for a small amount of End customer information that we use for our own purposes, namely to honour a STOP request across our whole platform, to keep the service secure and prevent misuse, to analyse call quality and keep redacted call transcripts so that we can improve how our AI agent handles calls, and to keep records the law requires. Those uses are described in this policy.

3. What information we collect

Website visitors: if you contact us, the details you give us, such as your name, email address, phone number, business name and message. Our website also records technical information, such as IP address and browser type, for security purposes. We measure website visits using privacy-friendly analytics that do not use cookies and do not identify you. This records only aggregated information, such as which pages are visited, the referring website, and the browser, device type and country used.

Tenant Owners and Tenant Staff: name, username, email address, role, notification settings, sign-in details and two-factor authentication settings, support requests, and records of activity in the portal.

Tenant businesses: business name, address, phone number, email address, website, logo and brand details, opening hours and billing details. Where a Tenant provides them, we also hold its VAT number, legal structure and company registration number. Card payments are handled by Stripe. We do not see or store full card details.

Sign-up: the IP address used when a Tenant Owner signs up.

End customers. What we hold depends on how you contacted the Tenant:

Voice calls: your phone number, name, vehicle registration and details, the service you asked for, appointment details, and a summary of the call. We also produce an automated analysis of each call, including customer sentiment and a call score. The Tenant uses it to review the quality of its call handling, and we use it, as controller, to check and improve how our AI agent handles calls. Only the Tenant and we can see it. It is never shown to callers and is not used to make any decision about you. Where we have switched transcription on, we also keep a redacted transcript of the call, as described below.
Webchat: the details you give during the chat, such as your name, phone number, vehicle registration and the service you need, a summary of the chat, and whether a booking was made.
Booking or enquiry forms: name, phone number, email address, vehicle registration, service and delivery addresses, notes, your consent choices, and the distance and travel time between addresses.
Callback requests: name, phone number, vehicle registration, the reason for the request, your consent choice, and the IP address and browser details of the request.
Messages: the phone number or email address a message was sent to, the message content, and whether it was delivered.

Call recordings and transcripts. Calls are answered by an AI agent, and you are told this at the start of each call. The AI agent processes what you say as the call happens, so that it can understand and respond to you. We do not keep recordings of calls. Calls may be transcribed for quality purposes, and you are told this at the start of each call. Where we have switched transcription on, we keep a transcript of each call, but before it is stored we remove names, contact details and other personal identifiers, health information and financial details, including payment card and bank details. Transcripts are stored in the United Kingdom and deleted after 30 days. We use them only to check that the service is working correctly, to fix faults, to improve how the agent handles calls and to help resolve queries about what was said.

Webchat works in a similar way, except that we do not keep chat transcripts. We keep only the details you give and a summary.

Please do not give health information, payment card details or bank details in a call, chat or form. The service is not designed to collect them. Call and chat summaries are designed to leave these details out, they are removed from call transcripts before storage, and if they are recorded anywhere else we may delete them.

If you do not give the details needed to make a booking, the booking cannot be made.

4. How we use your information and why

Data protection law requires us to have a lawful basis for each use of your information. These are our uses and bases:

To provide the service to Tenants and manage their accounts. Basis: performance of our contract with the Tenant, and our legitimate interests in running our business where the account holder is an individual acting for a company.
To take enquiries and bookings for a Tenant, including answering calls and chats, processing what is said as it happens, and summarising and analysing calls and chats. We do this as the Tenant's processor. The Tenant's lawful basis will normally be the steps needed to enter into or perform a contract with you, and its legitimate interests in keeping an accurate record of what was agreed, resolving disputes and checking the quality of its service.
To keep redacted call transcripts so that we can check the service is working correctly, fix faults, improve how the agent handles calls and help resolve queries about what was said. We are the controller for this use. Basis: our legitimate interests in providing a reliable and accurate service.
To analyse call sentiment and quality scores so that we can check and improve how our AI agent handles calls. We are the controller for this use. Basis: our legitimate interests in providing a reliable and accurate service.
To send booking confirmations, reminders and updates by SMS and email. We do this as the Tenant's processor. Basis: performance of the Tenant's contract with you. SMS is sent only where the booking records SMS consent, and opt-outs are always honoured. We do not send marketing messages to End customers.
To honour STOP requests across the platform. Basis: our legal obligations and our legitimate interests in respecting your choice.
To keep the platform secure and to prevent fraud, spam and misuse, using sign-up IP addresses, bot checks and audit records. Basis: our legitimate interests in protecting our service, our Tenants and End customers.
To provide support to Tenants. Basis: performance of our contract with the Tenant, and our legitimate interests.
To send Tenant Owners and Tenant Staff service messages, such as billing notices, security alerts and changes to our terms. Basis: performance of our contract and our legal obligations.
To send Tenant Owners news about our products and services by email. Basis: our legitimate interests. Where the Tenant is a sole trader or partnership, we send these emails only under the "soft opt-in" in the Privacy and Electronic Communications Regulations: we give you the chance to opt out when you sign up and in every message. We do not send marketing to anyone who has opted out.
To understand how our website is used and improve it, using aggregated, cookie-free analytics. Basis: our legitimate interests.
To reply to people who contact us through our website. Basis: our legitimate interests in responding to enquiries, or taking steps at your request before entering into a contract.
To keep accounts and tax records and meet other legal obligations. Basis: legal obligation.
To establish, exercise or defend legal claims. Basis: our legitimate interests.

Where we rely on legitimate interests, we have considered your interests and rights and concluded that they do not override ours. You can ask us for more information about this.

We do not use the content of calls or chats to train AI models, and our voice and AI providers do not use it to train their models.

5. Who we share information with

We use carefully selected service providers in the categories below. They process information only on our instructions, under written contracts that require them to keep it secure. Tenants can obtain a list of our current sub-processors from us.

Database and authentication providers: store information and manage portal sign-in.
Cloud hosting providers: host our website, portal and customer-facing services.
Security providers: protect our services from attacks, and protect sign-in and our forms from bots.
Website analytics provider: measures visits to our website without cookies, and is hosted in the European Union.
Voice and conversational AI providers: run our AI voice agent and webchat. They process calls and chats as they happen and are configured not to keep call recordings, call transcripts or chat transcripts. They use AI model providers to process conversations, which do not keep conversation content or use it to train their models.
Telecoms and messaging providers: provide UK phone numbers, carry calls and send text messages.
Stripe: payments and subscriptions for Tenants.
Mapping providers: check addresses and calculate travel distance.
Email delivery providers: send our service emails and booking emails.
Google and Microsoft email and calendar services that a Tenant chooses to connect, where this feature is available: sending booking emails from the Tenant's own mailbox and, where enabled, reading calendar availability.

We also share information:

with the Tenant you contacted, if you are an End customer;
with our professional advisers, such as accountants, lawyers and insurers, where needed;
with the police, regulators, courts or other authorities where the law requires it, or where it is needed to prevent fraud or protect the rights, property or safety of others;
with a buyer or successor if our business, or part of it, is sold or reorganised, under the same protections as this policy.

We do not sell personal information, and we do not share it with anyone for their own marketing.

6. Where your information is processed

Our main database, including call transcripts where they are kept, is hosted in the United Kingdom. Some of our providers, including our voice AI, telecoms, hosting, security, mapping, email and payment providers, process information in the United States or other countries outside the UK. In particular, calls are processed as they happen by our voice AI provider in the United States.

When information is transferred outside the UK, we make sure it is protected by one of these safeguards: UK adequacy regulations for the destination country; the UK Extension to the EU-US Data Privacy Framework, where the provider is certified under it; or the ICO's International Data Transfer Agreement or UK Addendum to the EU Standard Contractual Clauses. You can contact us for details of the safeguard used for a particular provider, or for a copy of it.

7. How long we keep information

IP address at sign-up: 90 days.
Call records, webchat records, message records and callback requests: for the period the Tenant chooses, which is 12 months by default. Older records are deleted automatically.
Call recordings: not kept.
Call transcripts: where we have switched transcription on, redacted as described in section 3 and deleted automatically after 30 days.
Chat transcripts: not kept. Chats are processed as they happen, and only the details you give and a summary are kept.
Booking and customer records: while the Tenant's account is open. When an account closes, they are deleted at the end of a 60-day grace period.
Tenant account and user information: while the account is open, and deleted at the end of the 60-day grace period after closure, except as set out below.
Billing, invoice and transaction records: 6 years from the end of the financial year they relate to, as required for tax and accounting purposes.
Audit and security records: 2 years.
Website enquiries that do not lead to a subscription: 2 years from our last contact.
Opt-out records: the phone number and the date of the opt-out, kept for as long as we provide the service, so that we continue to respect your choice.
Data export files: deleted after 7 days.

We may keep information for longer where we need it to deal with a complaint, a legal claim or a legal requirement, and only for as long as that need lasts.

8. How we protect your information

We use appropriate technical and organisational measures to protect personal information, including encryption in transit, access controls, separation of each Tenant's data, two-factor authentication for portal users, bot protection and activity logging. No system is completely secure, but we work to protect your information and will tell you and the Information Commissioner about a personal data breach where the law requires it.

9. Your rights

You have the right to:

access the information we hold about you;
have inaccurate information corrected;
have your information erased;
restrict how we use it;
object to how we use it, including at any time to direct marketing;
receive a copy of your information in a portable form;
withdraw consent at any time, where we rely on consent. This does not affect anything done before you withdrew it.

Some rights apply only in certain circumstances. To use these rights, contact us at privacy@techsteer.io. If you are an End customer, please contact the Tenant first, as it controls your information. If you contact us, we will pass your request to the Tenant and help it to respond. Requests about call transcripts, which we control, are handled by us directly. We may need to confirm your identity. We will respond within one month, which can be extended by up to two further months for complex requests. We will tell you if this applies.

Stopping text messages: reply STOP to any text message. STOP applies to your phone number across all Tenants that use our service and withdraws your consent to SMS from the service. Replying START does not reverse it. To receive texts again, you need to make a new booking and give your consent again.

Complaints: if you are unhappy with how we have used your information, please contact us first. We will acknowledge your complaint within 30 days, look into it and tell you the outcome. You also have the right to complain to the Information Commissioner's Office at ico.org.uk or on 0303 123 1113.

10. Automated decisions

Our AI agents create and change bookings automatically, based on what you ask for and the Tenant's availability. A Tenant, or you, can review, change or cancel a booking at any time by contacting the Tenant. We do not make decisions that have legal or similarly significant effects on you based solely on automated processing.

11. Cookies and similar technologies

We use only the cookies and similar technologies needed to keep you signed in, keep sessions secure, protect our forms from bots, and keep a webchat conversation running while you use it. These are strictly necessary for the service you ask for, so we do not ask for consent to them. We do not use advertising or tracking cookies. Our website analytics do not use cookies or store anything on your device, and do not track you across websites. If we introduce analytics cookies, we will update this policy and ask for your consent where the law requires it.

12. Google user data

Where a Tenant connects a Google account to the service, we access only the Google data needed for the feature the Tenant has enabled, such as sending booking emails from its mailbox or reading calendar availability. Our use of information received from Google APIs complies with the Google API Services User Data Policy, including the Limited Use requirements. We do not use Google user data for advertising, we do not sell it, we do not use it to train AI models, and people do not read it except where the Tenant asks us to for support, where it is needed for security, or where the law requires it. A Tenant can disconnect its Google account at any time in the portal or in its Google account settings.

13. Children

Our service is intended for businesses and their adult customers, and is not aimed at anyone under 18. If a child contacts a Tenant through the service, their information is handled in the same way and with the same protections as anyone else's, and the Tenant can delete it at any time. If you believe a child has given information through the service, please contact the Tenant or us and we will help to delete it.

14. Changes to this policy

We may update this policy from time to time. We will change the date at the top of this page when we do, and we will tell Tenants about significant changes by email or in the portal. If a change needs your consent, we will ask for it before the new use begins.

Privacy policy.