Privacy policy

This policy explains what personal data Lingo collects, why, and what you can do about it. It covers this website, people who contact us or work for our customers, and installers who use a support service that a manufacturer runs on Lingo.

1. Who we are

Lingo is provided by Lingo Ltd, a company registered in Northern Ireland with company number NI723739. In this policy “Lingo”, “we” and “us” mean Lingo Ltd.

For anything in this policy, contact us at paul dot wilsdon at golingo.ai.

2. Two roles: controller and processor

Lingo handles personal data in two different roles, and the difference matters.

When you visit this website, book a walkthrough, send us an enquiry or deal with us as a customer, Lingo decides how your data is used. In data protection law we are the controller, and this policy describes what we do.

When an installer messages a support service that a manufacturer runs on Lingo, the manufacturer decides how that data is used and Lingo handles it on the manufacturer’s instructions. The manufacturer is the controller and Lingo is its processor, under the data processing agreement that forms part of the manufacturer’s contract with us. If you are an installer, the manufacturer’s own privacy notice applies, and requests about your data are best sent to the manufacturer first. We will help the manufacturer to answer them.

3. Information we collect as controller

The table sets out what we collect and why.

What	Why we collect it
Booking details: your name, work email and anything you tell us when you book a walkthrough	To arrange and hold the walkthrough and to follow up afterwards
Enquiries: your name, contact details, company and the content of your message, and any manual you send us	To reply and, if you ask us to, to convert the manual you sent
Customer account details: the names, work emails and roles of the people at a manufacturer who use Lingo	To provide the service, manage the account, send invoices and give support
Website usage: the pages visited, the device and browser used and an approximate location, collected through Google Analytics only if you accept analytics cookies	To see which pages are read so we can improve the site
Technical data: IP address, browser type and the pages requested, recorded by the company that hosts this website	To keep the website secure and working

4. How we use it and our lawful bases

We use personal data only for the purposes below, each with its lawful basis under the UK GDPR.

To answer enquiries, hold walkthroughs and tell you about Lingo when you have asked us to: our legitimate interest in responding to people who contact us, and steps taken at your request before a contract.
To provide the service to customers, invoice for it and support it: performance of our contract with the customer, and our legitimate interest in running the business.
To measure how the website is used: your consent, which you can withdraw at any time using “Cookie settings” at the foot of every page.
To keep the website and the service secure and to prevent misuse: our legitimate interest in security.
To keep the records the law requires, such as accounting records: legal obligation.

5. Cookies

This website does not set analytics cookies unless you accept them. If you accept, Google Analytics sets cookies that record which pages are visited. If you decline, none are set and the site works in the same way.

You can change your choice at any time using “Cookie settings” at the foot of every page.

Walkthroughs are booked through Calendly, which opens on Calendly’s own site and sets its own cookies there.

6. Who we share it with

We do not sell personal data. We share it only with the suppliers we need to run the business, each under a contract that limits what they may do with it:

Vercel, which hosts this website.
Google, for Google Analytics, only if you accept analytics cookies.
Calendly, for booking walkthroughs.
Our email, accounting and professional advisors, where they need the data to do their work for us.
A regulator, court or law enforcement body, where the law requires it.

7. Installers and other users of a manufacturer’s support service

When a manufacturer runs its technical support on Lingo, Lingo processes on the manufacturer’s behalf the phone number or messaging account an installer uses, the messages and images the installer sends, and the answers given.

This data is used to answer the installer’s question, to pass the conversation to the manufacturer’s own team when needed, and to help the manufacturer find and fix gaps in its guides. It is not used to train any AI model, by Lingo or by the model providers Lingo uses, and it is not used for any other customer.

The support service says at the start of a conversation that it is an AI assistant, and a route to a person at the manufacturer is always available.

Please do not send payment card details, identity documents or sensitive personal information through a support conversation. The service is instructed not to ask for them.

The suppliers that handle this data for Lingo, and where they are, are listed in our data processing agreement.

8. Where data is kept and international transfers

Customer data is stored with Amazon Web Services in Ireland. Some of the suppliers that carry messages or process them are in the United States. Where personal data leaves the United Kingdom, the transfer is covered by the supplier’s data processing terms, which include the UK International Data Transfer Addendum to the EU Standard Contractual Clauses or, where the supplier is certified, the UK–US Data Bridge.

9. How long we keep it

We keep enquiry and booking details for as long as we are in contact with you about Lingo, and delete them when you ask us to.

We keep customer account details for the life of the contract, and afterwards only the records we must keep by law, such as invoices.

A manufacturer’s conversations and images are kept for the length of the manufacturer’s contract so that the manufacturer can review them. They are deleted within 30 days of the contract ending, and backups age out within 35 days of that deletion. A manufacturer can ask for particular conversations or particular users to be deleted at any time.

10. How we protect it

Data is encrypted in transit and at rest. Access to live systems is limited to named Lingo staff, requires multi-factor authentication and is logged. Each customer’s data is kept separate from every other customer’s. Our security statement gives more detail.

11. Your rights

Under UK data protection law you have the right to:

ask for a copy of the personal data we hold about you;
ask us to correct it if it is wrong;
ask us to delete it;
ask us to restrict how we use it, or object to our using it;
ask for it in a form you can take to another provider;
withdraw consent at any time, where we rely on consent.

12. How to use your rights or complain

To use any of these rights, contact us at paul dot wilsdon at golingo.ai. We will reply within one month.

If you are an installer using a manufacturer’s support service, contact the manufacturer first, as it is the controller of that data.

If you are unhappy with how we have handled your data, you can complain to the Information Commissioner’s Office at ico.org.uk. We would appreciate the chance to put things right first.

13. Changes to this policy

We will post any change on this page and update the date at the top. If a change is significant, we will tell customers directly before it takes effect.