Privacy Policy

1. Who We Are

We are UserSound, a platform that conducts AI-powered voice interviews. By using UserSound, you agree to the practices described in this Privacy Policy. This Privacy Policy explains how we collect, use, and protect your personal data when you use our platform.

Company: UserSound LTD

General Contact: [email protected]

Data Controller: We are the data controller in respect of personal data collected on the Platform. For questions, please email [email protected].

Data Protection Officer: [email protected]

ICO Registration: ZC056245

Companies House Registration: 16703811

Address: 303 Goring Road, Worthing, West Sussex, United Kingdom, BN12 4NX

Important Definitions:

• Clients = People or organisations using the platform to configure and distribute their own surveys.
• Participants = The respondents of the survey's that have been configured by clients.

2. What Data We Collect

3. Cookies & Analytics

PostHog: We use PostHog Analytics to track site activity (page views, anonymised IP addresses, and interactions).

Managing Cookies: Users can control or delete cookies only through their browser settings. Some site features may not work if cookies are disabled.

4. How We Use Your Data

AI Processing & Improvement: Transcripts and conversation data may be used internally for product development, quality checks, and to refine our AI systems.

Communication: To reach out via email, phone, SMS about opportunities, feedback, or updates. Marketing communications only with your 'opt-in' consent on account registration.

Platform Security & Maintenance: We use your data to prevent misuse, fraud, or security issues.

Aggregated Data: We may compile and use anonymised data for marketing, analytics, or promotional purposes. Such data will not identify you personally.

Compliance: We may process or retain data as needed to comply with legal obligations.

Marketing: By signing up to use the Platform, and agreeing to the terms of this Privacy Policy, and you have not opted out of receiving the marketing, you may receive marketing communications from us. You may opt out of receiving marketing communications at any time by emailing [email protected]

5. How We Share Your Information

Participant to Client Sharing: Participants completing AI voice survey's will share all their recording and transcript data with the client or configured and distributed the survey.

Third-Party Service Providers: We work with third-party service providers to process voice data and host our platform. These providers process data as described in the sub-processor table below. A list of third party service providers (sub-processors) is included below.

Voice Data Processing: Your voice recordings are converted into transcriptions for clients to read and the AI to analyse and respond to. Our service providers have their own privacy policies governing their processing of this data. However, OpenAI and their third-parties may also use your conversation data to improve their products and train machine learning models.

Legal Requirements: We may disclose information when required by law, court order, or to protect our rights and users' safety.

No Selling: We do not sell your personal data to third parties.

6. Legal Basis for Processing

7. Data Retention & Deletion

Retention Periods:

• Transcriptions, audio and summaries of survey responses: 3 years or until consent is withdrawn from the Participant.
• Customer support records: 3 years after last interaction
• Marketing data: Until consent withdrawn + 1 year

Delete All Past Conversations (Participants):

Please contact [email protected].

Delete All Past Conversations (Clients):

You can delete entire projects, or individual conversations from within the dashboard of the UserSound app.

Delete Account: Contact [email protected]. Completes within 30 days.

Important: Deletion actions are permanent and cannot be undone.

8. Your Rights

Under UK GDPR, you may have the right to:

• Access: Obtain a copy of your personal data within 30 days
• Rectify: Correct inaccuracies in your data
• Delete: Request erasure of your data ("right to be forgotten")
• Object or Restrict: Limit or object to certain processing activities
• Data Portability: Request your data in a structured, machine-readable format
• Withdraw Consent: Withdraw consent for voice survey recordings at any time

To exercise these rights, email our DPO at [email protected]. We will respond within 30 days (may extend to 60 days for complex requests).

9. Consent Management

Voice Recording Consent: By agreeing to this Privacy Policy, you consent to voice recording and transcription.

Service Provider Processing: When you consent to voice recording, you consent to our service providers processing your voice data for transcription and analysis.

Marketing Consent: Opt-in only. One-click unsubscribe available in all marketing emails.

Opt Out: You can withdraw any of the above consents at any time by emailing [email protected].

10. Automated Decision-Making

For clients - Our platform uses AI to generate surveys, summaries and ask questions outside of the survey guide.

For participants - Our platform uses AI to conduct surveys independently.

Your Rights: You can request human review of any AI generated decision or request an explanation of how the UserSound AI responds.

11. Security Measures

We implement appropriate technical and organisational measures to protect your data:

• Role-based access controls with multi-factor authentication with third-party services
• Enterprise-grade cloud providers with SOC 2 compliance
• All voice data encrypted in transit and at rest
• Documented incident response procedures

However, no system is completely secure, and we cannot guarantee absolute protection.

12. International Data Transfers

Your data may be processed outside the UK where our service providers operate. We have data processing agreements in place that include appropriate safeguards for international data transfers.

Your Rights: You can request information about specific data transfers by contacting us.

13. Age Verification & Children's Privacy

• Our service is only for individuals 18 years and older
• Age confirmation required during registration
• We do not knowingly collect data from anyone under 18
• Voice data from minors is strictly prohibited and deleted immediately upon discovery
• All users are prohibited from uploading voice recordings from anyone under 18

14. Data Breaches

Upon discovery of a data breach, we will:

• Conduct immediate risk assessment within 24 hours
• Notify the ICO within 72 hours
• Inform affected users without undue delay if high risk
• Contain and remedy the breach immediately

15. Third-Party Links & Services

Our platform may contain links to third-party websites or integrate with external services. We are not responsible for their privacy practices. Please review their privacy policies before sharing information.

16. Changes to This Policy

We review this policy at least annually. Significant changes will be communicated via email and platform notification 30 days in advance. Your continued use after changes constitutes acceptance.

17. Contact Us

General Privacy Questions:

• Email: [email protected]

Data Protection Officer:

• Email: [email protected]

ICO Complaint:

You have the right to make a complaint to the Information Commissioner's Office (ICO), the UK regulator for data protection issues (www.ico.org.uk). However, before doing so please make sure you have first made your complaint to us or asked us for clarification if there is something you do not understand. The ICO will expect you to have done this before reviewing your complaint.

• Website: ico.org.uk
• Phone: 0303 123 1113

If you have any concerns about our use of your personal data, you can make a complaint to us using the contact details at the top of this privacy notice.

If you remain unhappy with how we've used your data after raising a complaint with us, you can also complain to the ICO.

ICO Helpline number: 0303 123 1113

Website: https://www.ico.org.uk/make-a-complaint

Sub-Processors