1. Who we are
The Prime Work provides AI voice agents and 24/7 AI-assisted live human chat to businesses. In this policy, "we" and "us" mean The Prime Work, and "you" means anyone whose personal information we handle, whether you are a customer, a visitor to this website, or someone who called or messaged a business that uses our service.
We are based in the United Kingdom and most of our customers operate in the United States.
2. Our two roles
We handle personal information in two different capacities, and it matters which one applies to you.
As a business in our own right. When you visit this website, submit a form, email us, message us on WhatsApp or LinkedIn, or become our customer, we decide why and how your information is used. This policy governs that. US law calls us a business; UK and EU law call us a controller.
On behalf of our customers. When one of our customers uses our voice agent or chat service, the people calling or messaging that business have their information handled by us on that business's instructions. That business decides what happens to it. US law calls us a service provider; UK and EU law call us a processor. Those terms are set out in our Data Processing Agreement. If you called or messaged a business and want your information removed, contact that business first; we will act on whatever it asks.
3. What we collect
Information you give us
- Name, business name, email address, phone number
- What you tell us about your business when you enquire or onboard
- Billing details, handled by our payment provider and not stored by us
- The content of emails, chats, WhatsApp messages and calls with us
Information collected automatically
- IP address, browser and device type, operating system
- Pages viewed, referring page, time on site
- Approximate location derived from IP address, at city level
Information from our customers' callers and visitors
- Caller phone number and, where given, name and address
- The reason for the call or message, and any detail the person provides
- Call audio, call transcripts and chat transcripts
- Appointment details written back to the customer's scheduling or CRM system
We do not ask for Social Security numbers, payment card numbers, or health information, and our agents are not configured to collect them unless a customer has agreed a compliant setup with us in writing.
4. Why we use it
- To provide the service, answer calls and messages, capture bookings and write them to connected systems
- To respond to enquiries and run sales conversations
- To bill and keep accounts
- To improve accuracy and quality of our agents
- For security, fraud prevention and abuse monitoring
- For marketing to business contacts, with an opt-out in every message
Where UK or EU law applies, our lawful bases are performance of a contract for providing and billing the service, legitimate interests for enquiries, improvement and security, legal obligation for tax and accounting records, and consent where required for marketing.
5. Calls, recordings and chat transcripts
Our voice agents record and transcribe calls so businesses can review what was said and so bookings are captured accurately. Our live chat is staffed by real people assisted by AI, and those conversations are stored as transcripts.
If a caller asks whether they are speaking to an AI, the agent says so.
Recording consent. Most US states allow recording with one party's consent, but California, Florida, Illinois, Pennsylvania, Washington and several others require all parties to consent. Recording notices are configured by each business, and it is that business's responsibility to make sure its notice meets the law in the states its callers are in. UK and EU rules require notifying callers as well.
We use call and chat content to run the service and to improve our own agents' accuracy. We do not allow AI providers to use customer call content to train their foundation models.
6. We do not sell or share your data
We do not sell personal information, and we do not share it for cross-context behavioural advertising, as those terms are defined under the California Consumer Privacy Act and comparable US state laws. We have not done so in the preceding 12 months. We do not knowingly sell or share the personal information of anyone under 16. There are no advertising trackers on this site.
7. Service providers we use
We use third parties to deliver the service. Each is bound by contract to protect the information and to use it only for the service it provides to us.
- Telephony and messaging providers, for carrying calls and messages
- AI speech and language providers, for recognition, understanding and speech synthesis
- Cloud hosting and storage providers
- Scheduling and CRM systems, where a customer has connected one
- Payment and accounting providers
A current list is available on request. We also disclose information where the law requires it, and to a buyer if the business is sold, in which case this policy continues to apply until replaced.
8. US privacy rights
If you live in California, Virginia, Colorado, Connecticut, Utah, Texas, Oregon, Montana or another state with a comprehensive privacy law, you have the right to:
- Know what personal information we collect, use and disclose
- Access a copy of it
- Correct inaccurate information
- Delete it, subject to legal exceptions
- Opt out of sale, sharing, targeted advertising and profiling. We do none of these, so there is nothing to opt out of
- Not be discriminated against for exercising any of these rights
To make a request, email theprimework.co.uk@gmail.com. We reply within 45 days and may extend once by a further 45 days where permitted. We will verify your identity by matching the details you give against our records. An authorised agent may act for you with written permission.
If we deny a request you may appeal by replying to our decision. In California you may also contact the California Privacy Protection Agency or the Attorney General. In other states you may contact your state Attorney General.
9. UK and EU rights
If you are in the UK or EEA, you have the right to access, correct, erase, restrict or object to our use of your data, to receive it in a portable format, and to withdraw consent at any time. Email the address above; we reply within 30 days. If you are unhappy with our response you can complain to the UK Information Commissioner's Office at ico.org.uk, or to your local supervisory authority.
10. How long we keep it
- Call recordings and transcripts: 30 days by default, unless the customer sets a different period
- Chat transcripts: 12 months
- Customer account and billing records: the life of the account plus 6 years, for tax and accounting
- Website analytics: up to 14 months
- Enquiries that do not become customers: 24 months
11. Where it is stored
We store data in the United States, the United Kingdom and the European Union, depending on the customer and the provider. Because we are established in the UK, information about US callers may be transferred to and processed in the UK. Where data moves out of the UK or EEA, we rely on the UK International Data Transfer Addendum or the European Commission's Standard Contractual Clauses. Customers with a data residency requirement should tell us before onboarding, as it affects which providers we can use.
12. Cookies
This website uses only what is necessary to load the page and remember basic preferences. There are no advertising or profiling cookies. The page loads a web font from Google Fonts, which involves a request to Google's servers. You can block cookies in your browser without losing access to the site.
13. Children
Our service is sold to businesses and is not directed at anyone under 16, and we do not knowingly collect information from children. If you believe a child's information has reached us, contact us and we will delete it.
14. Changes
We update this policy when the service or the law changes. The date at the top shows the current version, and material changes are communicated to customers directly.
15. Contact
Email theprimework.co.uk@gmail.com, call +1 256 203 9962, or message us on WhatsApp at +44 7988 516822.