Privacy Policy
FalconheartAI Customer Privacy Notice
Last updated: 28 June 2026
This privacy notice tells you what to expect us to do with your personal information.
- Contact details
- What information we collect, use, and why
- Lawful bases and data protection rights
- Where we get personal information from
- How long we keep information
- Who we share information with
- Sharing information outside the UK
- How to complain
Contact details
Post: 16 Lister Court, High Street, Hull, HU1 1NH, United Kingdom
Email: support@falconheartai.com
What information we collect, use, and why
We collect or use the following information to provide and improve products and services for clients:
- Names and contact details
- Addresses
- Occupation
- Payment details, including card or bank information for transfers and direct debits
- Transaction data, including details about payments to and from you and details of products and services you have purchased
- Usage data, including information about how you interact with and use our website, products and services
- Information relating to compliments or complaints
- Records of meetings and decisions
- Account access information
- Website user information
- Project requirements, business process information, technical files, system extracts, reports, database information and other information shared by clients for agreed consultancy or development work
We collect or use the following personal information for the operation of client or customer accounts:
- Names and contact details
- Addresses
- Purchase or service history
- Account information, including registration details
- Information used for security purposes
- Technical data, including information about browser and operating systems
We collect or use the following personal information for information updates or marketing purposes:
- Names and contact details
- Addresses
- Marketing preferences
- Purchase or account history
- Website and app user journey information
- IP addresses
We collect or use the following personal information to comply with legal requirements:
- Name
- Contact information
- Client account information
- Any other personal information required to comply with legal obligations
We collect or use the following personal information for dealing with queries, complaints or claims:
- Names and contact details
- Addresses
- Payment details
- Account information
- Purchase or service history
- Customer or client accounts and records
- Financial transaction information
- Correspondence
Lawful bases and data protection rights
Under UK data protection law, we must have a lawful basis for collecting and using your personal information. There is a list of possible lawful bases in the UK GDPR. You can find out more about lawful bases on the ICO’s website.
Which lawful basis we rely on may affect your data protection rights. Your rights are set out in brief below.
- Your right of access: You have the right to ask us for copies of your personal information.
- Your right to rectification: You have the right to ask us to correct or delete personal information you think is inaccurate or incomplete.
- Your right to erasure: You have the right to ask us to delete your personal information.
- Your right to restriction of processing: You have the right to ask us to limit how we can use your personal information.
- Your right to object to processing: You have the right to object to the processing of your personal data.
- Your right to data portability: You have the right to ask that we transfer the personal information you gave us to another organisation, or to you.
- Your right to withdraw consent: When we use consent as our lawful basis, you have the right to withdraw your consent at any time.
If you make a request, we must respond to you without undue delay and in any event within one month. To make a data protection rights request, please contact us using the contact details at the top of this privacy notice.
Our lawful bases for the collection and use of your data
Our lawful bases for collecting or using personal information to provide and improve products and services for clients are:
- Contract: We have to collect or use the information so we can enter into or carry out a contract with you.
- Legitimate interests: We collect or use your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone.
Our legitimate interests are to operate and improve our professional technology consultancy services. This includes responding to enquiries, understanding client requirements, preparing quotes and proposals, delivering agreed services, managing project communication, improving our service quality, maintaining business records, and ensuring that our solutions meet client needs.
Using this information helps us provide accurate, relevant and efficient services to clients. We only use information that is necessary for these purposes, limit access where appropriate, keep the information secure, and do not use it in a way that would unfairly affect the rights or privacy of individuals.
Our lawful bases for collecting or using personal information for the operation of client or customer accounts are:
- Contract: We have to collect or use the information so we can enter into or carry out a contract with you.
- Legal obligation: We have to collect or use your information so we can comply with the law.
- Legitimate interests: We collect or use your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone.
Our legitimate interests are to manage client and customer accounts effectively and professionally. This includes maintaining client records, managing enquiries, quotes, proposals, contracts, invoices, payments, project history, support requests and ongoing business communications.
This information is necessary to provide a reliable service, manage the business relationship, keep accurate records, resolve account-related issues and protect our business from error, misuse or fraud. We only use relevant information, keep it secure, and ensure that our use of the information is proportionate and does not override the privacy rights of individuals.
Our lawful bases for collecting or using personal information for information updates or marketing purposes are:
- Consent: We have permission from you after we gave you all the relevant information.
- Legitimate interests: We collect or use your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone.
Our legitimate interests are to keep clients and prospective clients informed about relevant services, updates and information that may help their business. This may include updates about technology consultancy services, data reporting, automation, AI solutions, business process improvement, service changes, useful insights or services similar to those previously requested or discussed.
We only send information where it is relevant, reasonable and not intrusive. Individuals can opt out of marketing communications at any time, and we will respect their preferences. We do not sell personal information to third parties or use it for unrelated marketing purposes.
Our lawful bases for collecting or using personal information to comply with legal requirements are:
- Legal obligation: We have to collect or use your information so we can comply with the law.
- Legitimate interests: We collect or use your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone.
Our legitimate interests are to operate our business in a lawful, responsible and accountable way. This includes keeping appropriate business records, maintaining client and project documentation, managing invoices and payment records, supporting tax and accounting requirements, responding to legal or regulatory requests, protecting our business rights, and demonstrating compliance where needed.
Where the law specifically requires us to collect, use or keep personal information, we rely on legal obligation. Where the use of information is not strictly required by law but is necessary to manage risk, evidence decisions, resolve disputes, protect our business or support compliance, we rely on legitimate interests. We only use information that is necessary and proportionate for these purposes.
Our lawful bases for collecting or using personal information for dealing with queries, complaints or claims are:
- Contract: We have to collect or use the information so we can enter into or carry out a contract with you.
- Legal obligation: We have to collect or use your information so we can comply with the law.
- Legitimate interests: We collect or use your information because it benefits you, our organisation or someone else, without causing an undue risk of harm to anyone.
Our legitimate interests are to manage and respond to queries, complaints and claims in a fair, professional and timely manner. This includes reviewing relevant communications, project records, account information, invoices, service history and correspondence so that we can understand the issue, respond properly, resolve disputes, protect our legal and business rights, and keep an appropriate record of the outcome.
This information is necessary to investigate and resolve issues accurately. We only use information that is relevant to the query, complaint or claim, restrict access where appropriate, keep the information secure, and do not use it for unrelated purposes.
For more information on our use of legitimate interests as a lawful basis, you can contact us using the contact details set out above.
Where we get personal information from
- Directly from you
- Publicly available sources
- Suppliers and service providers
- Third parties
We may receive personal information from third parties where it is relevant to our professional services or business operations. This may include clients or prospective clients who provide contact details for their employees, contractors, stakeholders or authorised representatives; suppliers or service providers involved in delivering or supporting a project; business contacts or referrals who introduce potential clients; professional advisers such as accountants or legal advisers; and technology platforms used for communication, hosting, project management, payment processing, analytics or website operation.
We only use information received from third parties where it is necessary, relevant and appropriate for the purpose it was provided, such as responding to enquiries, preparing proposals, delivering agreed services, managing client accounts, handling invoices, resolving queries or meeting legal and business obligations.
How long we keep information
We keep personal information only for as long as reasonably necessary for the purpose it was collected, including to provide services, manage client relationships, meet legal obligations, resolve disputes and maintain business records.
Our general retention schedule is:
- General enquiries and prospective client communications: up to 24 months from the last contact.
- Client contact details, account records and project communications: up to 6 years after the end of the client relationship or final project.
- Quotes, proposals, contracts, statements of work and acceptance records: up to 6 years after the end of the relevant project or agreement.
- Project files, reports, technical documents and delivery records: for the duration of the project and up to 6 years after completion, unless a different period is agreed with the client.
- Invoices, payment records, accounting and tax records: up to 6 years after the end of the relevant financial year, or longer where required by law.
- Marketing contact information: until the person unsubscribes, withdraws consent, objects to marketing, or the information is no longer reasonably required.
- Website usage data, cookies and technical logs: only for as long as needed for website operation, security, analytics or troubleshooting.
- Queries, complaints or claims records: up to 6 years after the matter is closed, or longer if required for legal, regulatory or dispute purposes.
When information is no longer needed, we will delete it, anonymise it, or securely dispose of it.
For more information on how long we store your personal information or the criteria we use to determine this, please contact us using the details provided above.
Who we share information with
Data processors
Cloud hosting, email, website hosting, IT, accounting, payment processing and business administration service providers used by FalconheartAI, based in the UK and/or other countries with appropriate data protection safeguards.
These processors help us operate our website, email, cloud storage, business systems, client communication, project administration, invoicing, accounting, payment processing and general IT services. They may process personal information on our behalf so that we can respond to enquiries, manage client accounts, provide agreed services, keep business records, issue invoices, receive payments, maintain security and operate our business efficiently.
Others we share personal information with
- Professional or legal advisers
- Organisations we are legally obliged to share personal information with
- Suppliers and service providers
- Professional consultants
- Third parties where needed for business, service or legal purposes
We may share relevant personal information with trusted service providers, advisers, payment providers and authorities where needed for business, service or legal purposes.
Sharing information outside the UK
Where necessary, we may transfer personal information outside of the UK. When doing so, we comply with the UK GDPR, making sure appropriate safeguards are in place.
For further information or to obtain a copy of the appropriate safeguard for any of the transfers below, please contact us using the contact information provided above.
- Organisation name: FalconheartAI / authorised business support or consultancy provider outside the UK
- Category of recipient: Technology consultancy, business support and service delivery provider
- Country the personal information is sent to: India
- How the transfer complies with UK data protection law: The International Data Transfer Agreement, also known as IDTA
Where necessary, our data processors may share personal information outside of the UK. When doing so, they are expected to comply with the UK GDPR and make sure appropriate safeguards are in place.
- Organisation name: Cloud, email, website hosting, IT, accounting and payment processing service providers
- Category of recipient: Cloud hosting, email, website hosting, IT, accounting, payment processing and business administration service providers
- Country the personal information is sent to: United States, European Economic Area and/or other countries where the relevant service provider operates
- How the transfer complies with UK data protection law: Addendum to the EU Standard Contractual Clauses, also known as SCCs
How to complain
If you have any concerns about our use of your personal information, you can make a data protection complaint to us:
- Email: support@falconheartai.com
- Post: 16 Lister Court, High Street, Hull, HU1 1NH, United Kingdom
If you remain unhappy with how we have used your data after raising a complaint with us, you can also complain to the ICO.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113