Privacy Notice

Who we are and how to contact us

Pavilion AI is the trading name of Pavilion AI Co Ltd, registered in England and Wales with company number 15638345. Our registered office and postal privacy contact is 114–116 Plumstead High Street, London SE18 1SJ.

For privacy questions, rights requests or complaints, contact privacy@pavilionai.io. You can also raise a concern through another contact channel we provide; you do not have to use a particular form. Our website is pavilionai.io. This notice was last updated on 7 September 2026.

This notice explains how we use personal information when you visit our website, ask about Pavilion, use a demonstration, represent a business client or use an account. It also explains our role when we handle enquiries for one of our business clients.

When Pavilion is responsible, and when our client is

For our own website, sales enquiries, demonstrations, business contacts, account administration, billing and marketing, we usually decide why and how information is used. Data-protection law calls us the controller for those activities.

When you contact a business that uses Pavilion to answer enquiries or arrange appointments, that business normally decides what information is needed, why it is used and how long to keep it. It is the controller. Pavilion normally acts as its processor: we handle information under its instructions and a data-processing agreement.

The business's privacy notice applies to that enquiry and any services it provides. We do not become the supplier of its legal, dental, accounting, building or other services because our system handles the conversation. Ask that business about your enquiry or appointment. If you contact us about information we handle for it, we will help direct the request and assist the business as required.

Our limited use of account, billing and service-security information for our own lawful purposes does not give us permission to reuse the substance of client conversations for unrelated marketing or model training. Where roles differ for a particular activity, we will explain the relevant arrangement.

Information we collect

Contact and business information: your name, job role, employer or business, business contact details, website, service needs and the information you provide when enquiring, requesting material or booking a call.

Account and service information: authorised user details, account identifiers, access permissions, configuration choices, support correspondence, product use and administrative activity.

Billing information: contracting and billing details, invoices, payment status and payment-provider references. Payment providers process the banking or payment details required by the payment method you choose. Do not send payment-card details, bank passwords or security codes in an ordinary chat or email.

Communications and demonstration information: the number, email address or channel account you contact us from, messages and replies, relevant timing information, test requests and any demonstration booking. Use invented examples when testing; do not submit another person's real confidential information.

Technical information: IP address, browser and device information, request logs, timestamps, approximate location derived from an IP address where used for security, and cookie or similar identifiers where permitted. We do not need precise GPS location to operate ordinary lead intake.

Client enquiry information: on the client's instructions, contact details, relevant addresses and postcodes, conversation history, service requirements, approved pricing information, appointment availability, booking records, assigned staff, communication preferences and recorded outcomes. Some channels provide a profile name or other identifiers under your settings with that platform.

We do not intentionally seek sensitive information for our own sales or demos. An enquiry may nevertheless reveal health matters, legal issues or other sensitive circumstances. Please share only what is needed. We restrict and minimise unexpected sensitive information and route it for appropriate handling. Deliberate sensitive-data processing for a client requires an agreed lawful configuration and any additional legal condition that applies.

Calls and voicemail

Where voicemail capture is enabled, a missed call may be answered by Pavilion. We play a spoken notice before the tone, then record and transcribe the caller's message so that the enquiry can be handled. The recording and transcript are used to respond to the enquiry and are deleted on the retention schedule below; recordings are removed within 30 days. Live calls forwarded to your team are not recorded by Pavilion. We do not enable any other call recording unless it has been expressly agreed, with a lawful basis and the notices required before recording begins.

Where information comes from

We receive information directly from you; from the business you represent; from a client whose enquiry system you use; and from connected communication, calendar, customer-management and payment providers. Technical information arises when you use our website or service.

For relevant business outreach, we may obtain business contact information from public company websites, professional profiles, referrals or business-data providers. We will identify the specific source, or source category where appropriate, when we first contact you and provide further information on request. We assess whether it is lawful and appropriate to use those details; publication of a contact detail does not by itself give marketing consent.

When we obtain information indirectly for our own purposes, we provide the required privacy information within the applicable period, normally at the first communication and no later than one month, or earlier where disclosure to another recipient requires it, unless a lawful exception applies.

Why we use information and our legal reasons

Responding to enquiries and arranging calls. We use contact details, correspondence and your stated needs to answer you and discuss our service. Our usual legal basis is legitimate interests in responding to business enquiries. Where you personally would be a contracting sole trader and ask us to take steps towards that contract, contractual necessity may apply instead.

Providing accounts and supporting clients. We use user details, settings, messages and service records to administer and support the service. For people acting for a corporate client, we rely on legitimate interests in running that business relationship. For an individual contracting with us in a business capacity, we rely on contractual necessity where the processing is necessary for that person's contract.

Billing and business records. We use necessary contact, transaction and accounting information to collect payment, manage invoices and meet accounting or tax duties. The legal bases are contractual necessity where applicable, legitimate interests in administering corporate contracts and legal obligations for statutory records.

Demonstrations. We use the details you provide to answer test messages and run the demonstration you request. Our legal basis is legitimate interests in demonstrating the product and preventing misuse. Testing does not automatically subscribe you to promotional messages.

Security, fault investigation and service reliability. We use relevant technical and service records to protect accounts, investigate faults, prevent fraud or abuse and maintain the service. Our legal basis is legitimate interests in protecting people, information and our business. We limit this use to what is proportionate. Where we inspect client content solely to support that client, we do so under its instructions as processor.

Marketing. We use relevant business contact information to offer Pavilion or send information you request. We rely on legitimate interests where lawful, and consent where the channel, recipient or activity requires it. The next section explains the distinction. We do not use a client's lead list to promote Pavilion without a separate lawful arrangement.

Legal compliance and disputes. We use the minimum records needed to meet legal duties, respond to lawful requests, handle privacy rights and complaints, and establish or defend legal claims. We rely on legal obligations where applicable and legitimate interests in managing disputes and protecting legal rights otherwise.

When relying on legitimate interests, we consider the purpose, whether the use is necessary and its effect on you. You can ask about that assessment and object. We will not rely on legitimate interests where your rights override the proposed use. Sensitive data requires an additional applicable legal condition; ordinary legitimate interests alone is not enough.

Where information is required for an account, invoice or requested service, we will make this clear. If you do not provide it, we may be unable to provide that part of the service. Optional marketing choices do not determine access to the core service.

Marketing and your choices

We may send relevant business marketing to corporate contacts where the law permits it and we have a lawful basis for using personal information. Sole traders, some partnerships and people contacted through personal accounts may have stronger electronic-marketing protections. Where required, we obtain consent or use a valid statutory exception only when all its conditions are met.

A reply about an enquiry, a booking confirmation or an essential account message is different from a promotional campaign. We do not treat an enquiry or a free demo as unrestricted permission to market to you.

You can stop our marketing by using the unsubscribe option, replying with an opt-out request or contacting us. Your right to object to direct marketing is absolute. We keep a limited suppression record so that you are not added back by mistake. If we rely on consent, you can withdraw it as easily as you gave it; withdrawal does not make earlier lawful use unlawful.

Clients are responsible for the marketing they instruct Pavilion to send. To stop messages from a client, use the opt-out route in that message or contact the business. We assist with its lawful suppression instructions. You can still receive necessary non-promotional messages where there is a lawful reason, such as information about an appointment you have requested.

AI, matching and human review

Pavilion uses automated rules and AI to understand an enquiry, draft or send replies, gather relevant details, apply a business's service-area and qualification rules, offer authorised appointment slots, route a conversation and record an outcome. Relevant parts of the enquiry and the business's approved information may be sent to the authorised AI provider so that it can produce a response.

This can affect which follow-up you receive or whether an appointment is offered. AI can make mistakes. For example, it may misunderstand a postcode or the service you need. You can ask the business for a person to review the conversation, correct information or reconsider the outcome. Contact us for human help with Pavilion's own sales or demonstrations.

Where configured for a client, matching may link conversations across channels within that client's account using relevant identifiers such as a phone number or email address. We do not deliberately build a shared customer history across unrelated client businesses. Matching is not infallible and an incorrect link can be corrected.

Our standard service is intended for administrative enquiry handling. It is not intended to make solely automated decisions with legal or similarly significant effects, such as eligibility for credit, employment or essential healthcare. Any separately agreed use of that kind needs its own lawful assessment, specific explanation and required safeguards, including meaningful ways to obtain human intervention and challenge a decision.

We do not use identifiable client conversations to train a general-purpose or cross-client AI model, or authorise a provider to do so as part of the standard service. Processing a prompt to answer it is different from training. Providers may retain limited service or abuse-monitoring records under the applicable configuration; the provider and retention details must be disclosed accurately and are not described as zero retention unless that is actually the case.

Who receives information

People within Pavilion and authorised support contractors receive access only where needed for their work. We use service providers for hosting and databases, AI processing, telecoms and messaging, email delivery, calendars and customer management, authentication, payments and service security. They receive only the information relevant to their function, under the applicable legal arrangement.

For client enquiries, the business and its authorised staff receive the conversation, booking and outcome information needed to deal with you. Connected platforms may process information under their own privacy notices as well as supplying information to the business. An external platform does not automatically become Pavilion's processor for all of its activities.

Our current provider register is available at /legal/subprocessors. It identifies the providers actually in use, their functions, relevant locations and arrangements.

We may disclose necessary information to professional advisers, insurers, regulators, law enforcement or courts where there is an appropriate lawful basis. We scrutinise requests and limit disclosure to what is required. If our business is sold or reorganised, relevant records may be shared with a prospective or actual successor under appropriate confidentiality and data-protection safeguards, with notice where required.

We do not sell client lead lists or personal conversations. We do not publish identifiable customer conversations, testimonials or case studies without an appropriate lawful basis and any required permission.

International processing

Some providers or authorised personnel may process or access information outside the UK. The current countries and arrangements are set out in the provider register at /legal/subprocessors. Remote access from another country can be relevant even if a database is hosted in the UK.

Where a restricted transfer occurs, we use a lawful mechanism. Depending on the destination and recipient, this may be applicable UK adequacy regulations, or appropriate contractual safeguards such as the UK International Data Transfer Agreement or the UK Addendum to the EU standard contractual clauses. Where required, we assess the transfer and use additional protections.

You can ask us for information about the relevant safeguard or a copy, with confidential material reasonably redacted. We do not promise that all information stays in the UK, and a provider's headquarters alone does not establish where your information is processed.

How long we keep information

We keep personal information only for the purposes explained in this notice and for as long as reasonably necessary. The periods below describe the retention policy to be applied; where a specific legal obligation or dispute requires longer retention, we isolate the necessary records and do not retain an entire account simply because one record is needed.

Pavilion sales enquiries and unsuccessful prospects: up to 12 months after the last meaningful contact, unless you ask us to retain details for a continuing discussion or another lawful reason applies.

Our business contracts, invoices and essential accounting records: normally six years after the end of the relevant financial year or relationship, using the period relevant to that record and any applicable statutory requirement. This does not mean we keep full enquiry conversations for six years.

Account administration and support: for the active relationship and up to 12 months afterwards, except for records needed for contracts, legal duties or an ongoing dispute. Access is restricted as the operational need ends.

Client lead conversations and bookings: the client chooses and documents the period appropriate to its purpose and sector. Pavilion's proposed standard setting is deletion 12 months after the last activity unless the client lawfully instructs otherwise. On service exit, standard export remains available for 30 days, active copies are deleted by day 60 and residual backups by day 90, unless earlier deletion is instructed or law requires retention. The business may retain its own copies separately.

Routine security and diagnostic logs: up to 90 days, unless a specific incident requires longer investigation. Marketing preferences and suppression information: as long as necessary to honour your choice, keeping only the minimum information needed and reviewing continued necessity.

Cookies, pixels and similar technologies

Our website and connected features may use cookies, local storage and similar technologies. Technologies strictly necessary to deliver a service you request can be used without consent where the legal exception applies. We explain their purposes in the cookie information available through /cookies.

We seek consent before using advertising pixels or other non-exempt tracking technologies. Rejecting optional technologies must not prevent ordinary access to the website. You can revisit your choice through the cookie settings link. Accepting our terms or simply continuing to browse is not consent.

Where a statistical or appearance-related exception applies, we use it only if all its conditions are met, give clear information and provide the required simple way to object. We do not assume that all analytics are exempt. If an analytics tool also supports advertising or a provider's unrelated purposes, the exception may not apply.

The cookie information must identify each technology actually used, its provider, purpose, duration and whether it is exempt or depends on consent. If Meta Pixel or another advertising tool is enabled, the notice and consent controls must describe it specifically. A privacy notice alone does not prevent a script firing before consent.

Security

We use technical and organisational safeguards appropriate to the information and risk, and limit access to people who need it. Our arrangements are designed to address unauthorised access, loss, misuse and service recovery. No internet service can promise absolute security.

Please use available account security features and tell us promptly if you suspect unauthorised access. We assess incidents and make the notifications required by law. When an incident concerns data we process for a client, we inform and assist that client under our data-processing agreement.

Your rights

Depending on the circumstances, you may ask to access your information; correct inaccurate or incomplete information; erase information; restrict its use; receive certain information in a portable format; or object to processing based on legitimate interests. You may withdraw consent where consent is the basis. You can always object to direct marketing.

Where applicable, you also have safeguards concerning significant decisions based solely on automated processing, including information about the decision and ways to make representations, obtain human intervention and contest it. Not every administrative routing or booking action falls within that category.

Contact us using the details above. We may request proportionate information to confirm identity or clarify what you need, but we will not ask for more than necessary. We normally respond within one month. Where law allows more time, we explain the reason and applicable deadline. Requests are normally free; any lawful exception will be explained.

If your request concerns data controlled by one of our clients, we will direct it to that business and assist as required. This does not remove our responsibility for information we control ourselves. Some rights have lawful exceptions, such as retaining information required for a legal obligation or claim; we explain any refusal and your complaint rights.

Complaints

You can raise a data-protection complaint with us at privacy@pavilionai.io or through another contact channel. We will acknowledge it within 30 days, investigate without undue delay, keep you informed where appropriate and explain the outcome. A complaint is different from a rights request and does not extend the deadline for responding to that request.

You may complain to the Information Commissioner's Office, the UK data-protection regulator, at ico.org.uk/make-a-complaint/. We would welcome the chance to address the issue first, but you do not have to waive or delay a statutory right to complain or seek a remedy.

Children and updates

Pavilion's own business accounts and public demonstrations are intended for adults. A client's customers may include children, particularly in services such as healthcare. The client must assess and explain any such use, minimise the child's information and agree appropriate safeguards with us. An adult-facing website does not remove our duties if we actually process children's information.

We may update this notice when our practices or legal requirements change. We will update the date and give additional notice where a significant change requires it. A new version does not retrospectively authorise a use that was unlawful or incompatible with the original purpose. Where new consent is needed, we will ask for it before that use begins.