Privacy Policy
Last updated: 22 October 2026
This policy covers people in the United Kingdom (UK GDPR and the Data Protection Act 2018) and in South Africa (the Protection of Personal Information Act, POPIA). The sections below apply to everyone; the UK and South Africa sections set out the rights and regulators that apply where you are.
Who we are
Remi is an AI receptionist operated by THE VISIONARY PLATFORM LTD, a company registered in England and Wales (company number 17198186), registered office 5th Floor, 167-169 Great Portland Street, London W1W 5PF ("we", "us"). We are registered with the UK Information Commissioner's Office (ICO) as a data controller, registration reference ZC178414. Businesses use Remi to answer their calls, messages and emails and to manage appointments. When you call, message or email a business that uses Remi (the "Business"), you may be assisted by Remi, which is an AI, not a person.
Our role. For your enquiry and appointments, the Business decides how your information is used and we process it on its behalf: the Business is the controller (UK) or responsible party (South Africa), and we are its processor or operator. For our own customers' account and billing details, and for visitors to this website, we are the controller or responsible party.
- Data protection contact (UK) and Information Officer (South Africa): Ashton de Pontes, hello@remireception.com
What we collect
- Your name, phone or WhatsApp number and, if you email, your email address
- The content of your calls, messages and emails with Remi. Calls are answered by an AI and are transcribed to provide the service; where the Business has turned recording on, the call audio is recorded, and you are told this at the start of the call.
- Appointment details (service, date, time, status)
- Anything else you choose to tell us during the conversation
- For businesses that use Remi: account, contact and billing details. Card payments are handled by Stripe; we do not store card numbers.
- For visitors to this website: analytics data, only if you accept cookies (see Cookies and analytics).
Remi does not ask for medical or health details and is not a source of medical advice. Please don't share sensitive health information with Remi; discuss it with the Business directly. If you do share it, it is handled on the Business's behalf and under its instructions.
Why we use it
- To answer your enquiry and book, change or cancel appointments with the Business.
- To send appointment confirmations and reminders, and messages you have asked for, such as a booking link.
- To pass messages to the Business and put your call through to a person when you ask.
- To report activity to the Business, such as the number of calls and bookings.
- To keep the service secure and working, including fixing faults and preventing misuse.
Remi does not make decisions about you that have legal or similarly significant effects. Anything Remi cannot handle is passed to the Business's team.
Who we share it with
The Business you contacted (your enquiry and appointment are theirs), and the service providers that make Remi work. They only process your information to provide their service to us, under contract:
| Provider | What they do | Where |
|---|---|---|
| Twilio | Phone calls, text messages and WhatsApp delivery | USA and other regions |
| Soniox | Speech recognition and voice for calls | USA / EU |
| Microsoft (Azure Speech, Clarity) | Speech recognition and voice; website analytics if you accept cookies | EU / USA |
| Anthropic, Google, OpenAI | AI that writes Remi's replies (Google also provides calendars where used) | USA |
| Supabase | Database | EU |
| Railway | Application hosting | EU |
| Cloudflare | Storage of call recordings, where recording is on | EU |
| Resend | Sending email | USA / EU |
| Meta (WhatsApp) | WhatsApp messaging, where used | EU / USA |
| Stripe | Subscription payments from businesses that use Remi | USA / EU |
Our AI providers are used under business terms that do not allow them to train their models on your conversations. We do not sell your information. We may disclose information where the law requires it.
Connecting a Gmail or Google Workspace mailbox
A Business can connect its own Gmail or Google Workspace mailbox to Remi with "Connect with Google", so that Remi can answer booking enquiries that arrive by email. This section explains what Remi does with that access. It applies only to a mailbox the Business chooses to connect.
- What Remi accesses. The connected mailbox's email address, and new emails that arrive after it is connected: the sender, subject and message text. Remi does not read emails that were already in the mailbox when it was connected.
- What Remi does with it. Each new email is checked by AI to decide whether it is a client's enquiry or booking request. If it is, Remi writes a reply and sends it from the connected mailbox, in the same email thread. Anything else (newsletters, receipts, suppliers, personal mail) is left exactly as it arrived, still unread, and is not answered.
- What Remi keeps. Only the enquiries Remi answers, and Remi's replies, are saved, as conversations in the Business's Remi dashboard, for the period in How long we keep it. Other emails are not saved; our system log records only the sender's address and that the email was skipped. Remi stores the access token Google provides so it can keep checking the mailbox; it never sees or stores the mailbox password.
- Who it is shared with. Only with the AI providers listed in Who we share it with, and only to decide whether an email is an enquiry and to write the reply. They act on our instructions under business terms that do not allow them to train their models on it. We do not sell Google user data, use it for advertising, or share it with anyone else, except where the law requires it.
- No model training. We do not use data from Gmail or any other Google service to develop, improve or train generalised or non-personalised AI or machine-learning models.
- No human reading. Our staff do not read the mailbox. A person only sees an email if the Business asks us for help with it, if it is needed for security or to investigate misuse, or if the law requires it, and then only the email concerned.
- Turning it off. The Business can disconnect the mailbox at any time in Settings, Connections, Email inbox, which deletes the stored access token, or remove Remi's access in its Google account at myaccount.google.com/permissions. Saved conversations can be deleted as described in Deleting your information.
Remi's use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.
How long we keep it
- Conversations, messages and appointment records: up to 24 months after your last contact, unless the Business sets a shorter period or the law requires longer.
- Call recordings (where recording is on): 14 days.
- Business account and billing records: as long as the account is open, then as long as tax and accounting law requires.
After that we delete or anonymise it.
Deleting your information
To ask for your information to be deleted, email hello@remireception.com with the subject "Data deletion request", the phone number or email you used, and the name of the Business you contacted. You can also ask the Business directly. We will confirm who you are, delete your information (or tell you why we have to keep any of it, for example a legal obligation) and confirm when it is done, within one month. The Business can also delete a client's details itself from its Remi dashboard.
Keeping it secure
Information is encrypted in transit, access is restricted to the Business's own team and to our staff who need it to run the service, and each Business can only see its own clients.
Messages and opting out
Reply STOP at any time to stop WhatsApp or text messages from Remi. Remi only messages people who have contacted the Business or have an appointment with it.
Cookies and analytics
This website uses Google Analytics and Microsoft Clarity to understand how the site is used, only if you accept in the cookie banner; analytics cookies are off until you do. You can change your choice by clearing this site's cookies in your browser. Clarity records how pages are used (clicks, scrolling and mouse movement) so we can see where the site is confusing; it masks anything typed into forms, and it does not run until you accept.
United Kingdom: UK GDPR
Lawful bases. On behalf of the Business: performance of the service you asked for, such as booking an appointment (Article 6(1)(b)); the Business's legitimate interests in answering and managing enquiries and reporting on them (Article 6(1)(f)); and, where it is required, your consent, which you can withdraw at any time. For our own customers: performance of our contract with them and our legal obligations. For website analytics: your consent.
International transfers. Some providers above process information outside the UK. Where they do, we rely on UK adequacy regulations or on the UK International Data Transfer Addendum to the EU Standard Contractual Clauses (or another safeguard allowed by the UK GDPR).
Your rights. You can ask for access to your information, to correct it, to have it erased, to restrict or object to its use, and for portability. Where we rely on consent, you can withdraw it. Contact us at hello@remireception.com or the Business directly. We respond within one month.
Complaints. Please contact us first so we can help. You can also complain to the Information Commissioner's Office (ICO): ico.org.uk/make-a-complaint, telephone 0303 123 1113.
South Africa: POPIA
Lawful grounds. We process personal information on behalf of the Business as its operator, for the purposes above, where it is necessary to carry out actions for the conclusion or performance of a contract you are party to, where it protects your or the Business's legitimate interests, or with your consent (section 11 of POPIA).
Cross-border transfers. Some providers above process information outside South Africa. We only use providers bound by law, binding corporate rules or agreements that give protection substantially similar to POPIA, or where another ground in section 72 of POPIA applies.
Your rights. You can ask whether we hold your personal information and for access to it, ask for it to be corrected or deleted, and object to its processing, including for direct marketing. Contact our Information Officer at hello@remireception.com.
Complaints. You can complain to the Information Regulator (South Africa): enquiries@inforegulator.org.za, inforegulator.org.za.
Changes
We may update this policy. The "last updated" date above will change, and businesses that use Remi will be told of material changes.