Privacy Policy

Last updated: September 2026

1. Who We Are

Solofone is a UK-based virtual landline and call answering service. We are registered with the Information Commissioner's Office (ICO). This policy explains how we collect, use, and protect your personal data.

Data controller: Solofone, England and Wales.
Contact: hello@solofone.com

2. What Data We Collect

Account data (from you when you sign up):

  • Your name and business name
  • Your mobile number and email address
  • Your chosen UK area code
  • Payment information (processed by Stripe, we never see your card details)

Switch-off checker (if you use it):

  • Your email address and the general area name taken from the first letters of your postcode (like "Birmingham"). The full postcode is checked in your browser and never sent to us.

Porting form (if you ask us to move your number):

  • The phone number you want to keep, your current provider, the name and postcode on that provider's bill, and your email address. We use these only to prepare and run your number port, and share them only with the carrier that carries out the port.

Call data (from your callers):

  • Caller phone number
  • Caller name (as provided to our answering service)
  • Reason for calling and urgency level
  • Call recordings (audio)
  • Call transcripts
  • Timestamps and call duration

3. How We Use Your Data

  • To provide the call answering and forwarding service
  • To send you SMS notifications with caller details
  • To send service emails (welcome, billing, trial expiry)
  • To email you the switch-off action plan if you asked for it through our checker. You can unsubscribe at any time.
  • To prepare and run your number port if you asked us to move a number to Solofone.
  • To process payments via Stripe
  • To improve the service quality

We do not sell your data to third parties. We do not run third-party retargeting or display advertising campaigns aimed at you. Where an advertising click identifier is present (see Section 7), we may use it only to measure which advertising campaign, if any, referred a visitor, and to report aggregate campaign performance back to that advertising platform.

4. Data Retention

  • Call recordings: deleted after 30 days
  • Call transcripts: deleted after 90 days
  • Account data: retained while your account is active and for 12 months after closure
  • Billing records: retained for 7 years (UK legal requirement)

5. Where Data Is Stored

All data is stored on UK or EU-based servers. Our third-party providers who may process data include:

  • Twilio: call routing and SMS (UK/EU infrastructure)
  • Stripe: payment processing (compliant with UK GDPR)
  • Retell: AI voice processing (data processed and deleted per call)
  • Resend: sending account and service emails
  • PostHog (EU-hosted): website analytics, only if you accept analytics cookies (see Section 7)
  • Google reCAPTCHA: bot and fraud protection on our forms. Google processes the technical data reCAPTCHA needs to do this (see Google's Privacy Policy)
  • Sentry: error monitoring, so we can find and fix bugs. We do not use Sentry's session-recording features

6. Your Rights

Under UK GDPR you have the right to:

  • Access the personal data we hold about you
  • Request correction of inaccurate data
  • Request deletion of your data
  • Object to processing of your data
  • Data portability

To exercise any of these rights, email hello@solofone.com. We will respond within 30 days.

7. Cookies

We use four kinds of cookies on our website:

  • Strictly necessary cookiesare set automatically and don't require your consent, because they only run the site or record a genuine choice you've made — a login session cookie, and a cookie that remembers your cookie-banner choice.
  • Statistics cookies.We set a randomly generated visitor identifier (kept for up to 2 years) so we can recognise a repeat visit and understand, in aggregate, which channel or campaign referred visitors to the site — for example a search engine, a link from another site, or a specific advertising campaign. This may include standard tracking parameters from the referring link, such as utm_sourceor an advertising click identifier (for example Google's gclidor Meta's fbclid). This data is used only by us, solely to understand and report on our own website traffic and marketing performance — we do not use it to show you ads, and we do not share it with any advertising network for retargeting. Under UK law this category of cookie does not require your consent, provided we tell you clearly what it does and let you opt out free of charge, which we do here: to opt out, email hello@solofone.com and we will exclude your visits, or block cookies for this site in your browser settings.
  • Security cookies(Google reCAPTCHA) help us tell real visitors from bots and spam on our forms. These are set automatically and don't require consent, as they exist solely to protect the site.
  • Analytics cookies(PostHog) are only set if you accept them via the cookie banner shown on your first visit. These help us understand how visitors use the site in more detail so we can improve it. You can decline these at any time, and declining doesn't affect your ability to use the site.

8. Changes to This Policy

We may update this policy from time to time. We will notify you by email of any material changes. The current version is always available at solofone.com/privacy

9. Complaints

If you have concerns about how we handle your data, you can contact the Information Commissioner's Office at ico.org.uk or call 0303 123 1113.