Privacy policy

Faira answers for businesses across voice, calls and VoIP, and chat, meaning a website widget, WhatsApp, Instagram and email. That means we handle recordings of conversations, written threads, and sometimes sensitive things people say or type during them. We take that seriously.

There are two different situations, and this policy covers both.

When you're a Faira customer, the information about you, your account, your billing, your usage, is ours to look after. We decide what happens to it. Part A explains what we do.

When Faira answers for you, the information about the person contacting you is yours to look after. You decide what happens to it. We only act on your instructions. Part B explains how that works.

If you're a member of the public and Faira answered your call, chat, message or email, Part B and your rights are the sections for you, and the business you contacted is the first place to go with a request.

Company

Faira Platforms Ltd

Company number

17059377

Registered office

2 Guthrum Court, 1 Cavendish Square, London, E16 2XN, England

Privacy contact

privacy@getfaira.com

Data protection lead

Contact legal@getfaira.com for the current name and role.

EU representative (Article 27 GDPR)

Contact legal@getfaira.com for the current name and address.

Nigeria contact

Contact legal@getfaira.com for the current local contact.

This part covers people we deal with directly: visitors to our website, people who enquire about Faira, our customers and their staff, and applicants for jobs.

When Faira answers a call, replies to a message, takes a booking or sends an email on behalf of a business, that business is the controllerof the information involved. We are its processor. We act on its documented instructions and nothing else.

This applies across every channel: calls, VoIP, the website widget, WhatsApp, Instagram and email.

If you contacted a business and Faira answered, the business you contacted decides how your information is used and how long it is kept. Contact them first. If you'd rather come to us, write to privacy@getfaira.com and we'll pass your request on and help them respond.

We do not train general-purpose AI models on your calls, your recordings or your transcripts. Your content is not used to build a model that other Faira customers benefit from, and it is not sold or licensed to anyone who does that.

Faira Instinct™ learns within your account. It observes what happened on your calls, whether people booked, what they asked about, where conversations broke down, and uses that to improve how your agent behaves. That learning stays with your agent. It is not pooled across customers.

We use third-party AI providers for speech recognition, speech synthesis and language processing. We contract with them on terms that prohibit using your content to train their models and that require prompt deletion. Our current providers are listed below.

We use aggregated statistics to improve Faira generally: how long calls take, how often transfers happen, which intents fail. These are counts and rates. They contain no personal data and cannot be traced back to a caller or a customer.

Faira makes no automated decision that produces a legal or similarly significant effect on a caller. It books, answers and routes. It does not decide eligibility, price, credit or access to a service on its own. If a Faira customer configures it to do something closer to that line, they are responsible for meeting the additional requirements that apply.

We share personal data with service providers who help us run Faira. Each one is contractually bound, processes only on our instructions, and is subject to appropriate security requirements.

We also share information:

• with professional advisers: lawyers, accountants, auditors, where needed
• with authorities, where the law requires it and after checking that the request is valid
• with a buyer, if our business is sold, subject to the same protections
• with anyone else, only if you ask us to

Faira operates in the UK, France and Nigeria, and some of our providers operate elsewhere. That means personal data sometimes moves between countries.

Where we move personal data out of the UK or the EEA to a country without an adequacy decision, we use:

• the UK International Data Transfer Agreement, or the UK Addendum to the EU Standard Contractual Clauses
• the EU Standard Contractual Clauses
• a transfer risk assessment, and additional technical measures such as encryption where the assessment calls for them

For Nigeria, transfers are made on the bases permitted by the Nigeria Data Protection Act 2023.

Customers can ask us for details of the safeguards that apply to their account at privacy@getfaira.com.

We use encryption in transit and at rest, role-based access controls, least-privilege internal access, logging and monitoring, and regular review of who can see what.

Access to call recordings, transcripts and message threads is restricted to staff who need it to support the service, and that access is logged.

No system is perfectly secure. If a breach affects your personal data and is likely to result in a high risk to you, we will tell you, and we will notify the relevant regulator within the time the law allows.

Depending on where you are, you have rights over your personal data. In the UK and the EU these include the right to:

• know what we hold and get a copy of it
• correct it if it's wrong
• delete it, in some circumstances
• restrict or object to how we use it, including for marketing
• take it with you in a portable format
• withdraw consent at any time, where we relied on consent
• not be subject to a decision made solely by automated means with legal or similarly significant effect

In Nigeria, the Nigeria Data Protection Act 2023 gives you comparable rights.

To exercise a right, email privacy@getfaira.com. We'll respond within one month, and we'll tell you if we need longer. We may need to verify who you are first. We don't charge, unless a request is clearly excessive.

If Faira answered your call, chat, message or email to a business, that business decides how your data is used. Ask them first, they can act on your request directly. If you contact us instead, we'll pass it on promptly and support them in answering it.

Please tell us first at privacy@getfaira.com, we'd rather fix it.

You can also complain to a regulator:

• UK: Information Commissioner's Office, ico.org.uk, 0303 123 1113
• France: Commission Nationale de l'Informatique et des Libertes, cnil.fr
• Nigeria: Nigeria Data Protection Commission, ndpc.gov.ng
• Elsewhere in the EU: your national supervisory authority

Faira is not intended for children, and we don't knowingly collect data about anyone under 16 through our website or our sales process.

People contacting a Faira customer may sometimes be minors: a parent's phone, a teenager booking an appointment, a message from an Instagram account. WhatsApp and Instagram set their own minimum ages, and we rely on the platform to enforce them. Where a minor does get through, the business is the controller and is responsible for handling it appropriately. Tell us at privacy@getfaira.com if you believe a child's data has been handled incorrectly and we'll help the business put it right.

We'll update this page when what we do changes. If a change is significant, we'll tell customers by email or in-app before it takes effect. The date at the top always shows the current version.