Privacy Notice

Who we are

Dog and Bone is a product operated by Tustra Limited, trading as Tustra. Our company number is 16566433 and our registered office is 124-128 City Road, London, England, EC1V 2NX. We are not currently VAT registered.

Contact, support, and privacy requests can be sent to info@dogandboneai.co.uk.

Our role

For website enquiries, demo calls, sales calls, support, billing, security, product improvement, and our own marketing, Tustra Limited is usually the controller of the personal data we decide to collect and use.

When Dog and Bone answers calls on behalf of a customer business, that customer business will usually be the controller of caller and lead data. In that situation, Tustra Limited usually acts as a processor, handling the data under the customer's instructions so the AI receptionist can answer calls, capture enquiries, route leads, and support bookings.

Customer businesses are responsible for giving their callers appropriate privacy information, including any notice about AI call handling, call recording, transcription, and how caller data will be used.

Information we collect

• Website enquiry data: name, business name, email address, phone number, trade, message content, demo booking details, and communication preferences.
• Demo call data: call audio, transcript, summary, phone number, business details, call outcome, misuse prevention signals, and anything you choose to tell Barry during a demo.
• Customer account data: names, work email addresses, phone numbers, login information, role, business details, plan, setup progress, support history, and billing status.
• Setup and agent instructions: trade, services, prices, working hours, service area, team contacts, escalation rules, booking rules, FAQs, tone of voice, and customer handover instructions.
• Caller and lead data: caller name, phone number, address, postcode, job type, urgency, preferred times, booking details, cancellation or complaint notes, recordings, transcripts, summaries, and follow-up status.
• Technical data: IP address, browser/device information, pages visited, local storage choices, authentication events, logs, error reports, and service usage.
• Website and setup analytics: page views, traffic source, Book a Demo clicks, setup starts, package selection, setup step progress, trade page visits, and similar product improvement events. These analytics events do not intentionally include names, phone numbers, emails, or call contents.
• Payment and billing data: plan, invoice details, payment status, billing contact details, and Stripe customer references. We do not intend to store full card numbers on Dog and Bone systems.

How we use information

• To provide the website, setup wizard, customer app, voice demo, and Dog and Bone service.
• To answer calls, capture job details, filter time-wasters, check service areas, route leads, arrange bookings, handle cancellations, and send summaries.
• To respond to enquiries, book demos, provide support, onboard customers, and manage accounts.
• To process payments, invoices, refunds, subscriptions, and billing enquiries.
• To monitor security, prevent abuse, limit repeated demo calls, investigate faults, and protect our systems.
• To understand which pages, packages, trade pages, and setup steps are working so we can improve the website and onboarding flow.
• To improve prompts, call flows, service quality, reliability, and product performance. Live customer production calls are not used for training by default unless the customer opts in or agrees this with us.
• To comply with tax, accounting, legal, regulatory, dispute, and fraud prevention obligations.

Lawful bases

Depending on the context, we rely on one or more lawful bases under UK data protection law:

• Contract: to provide the service, setup, support, billing, and account access.
• Legitimate interests: to run and improve our B2B service, secure the product, prevent misuse, understand enquiries, and follow up with business prospects, provided those interests are not overridden by individual rights.
• Consent: where we ask for consent, such as certain marketing activity, non-essential cookies, or optional training/improvement choices.
• Legal obligation: where we need to keep records or respond to legal, tax, accounting, regulatory, or rights requests.

Call recording, transcription, and AI processing

Dog and Bone uses AI and voice technology to handle calls. Calls may be recorded, transcribed, summarised, analysed, and converted into structured lead records.

Website demo calls with Barry may be used to respond to your enquiry, book a demo, improve the product, train or test call handling, and prevent misuse. Please do not share sensitive personal information during website demos.

For live customer accounts, production calls are used to provide the service, support the customer, monitor quality, debug issues, secure the platform, and create lead records. We do not use production customer calls for training or product-improvement datasets by default unless the customer opts in or agrees this with us. Customers must decide what is appropriate for their business and must give callers suitable notice.

Suppliers and integrations

We use trusted suppliers to provide hosting, authentication, databases, voice calls, speech-to-text, text-to-speech, AI processing, payments, email, notifications, calendars, analytics, and support. These may include Vercel, Supabase, Stripe, Vapi, Daily, Twilio, ElevenLabs, Deepgram, Anthropic, Google Calendar, Google Analytics 4, Microsoft Clarity, Resend, Telegram, n8n, and similar providers depending on the active setup.

Some suppliers may process data outside the UK. Where that happens, we use appropriate safeguards such as supplier data processing terms, UK transfer safeguards, or equivalent legal mechanisms where required.

How long we keep information

• Account and setup records: kept while the customer account is active and for a reasonable period afterwards for support, legal, and audit purposes.
• Billing records: normally kept for up to 7 years where needed for tax and accounting.
• Website and setup analytics: normally kept for up to 26 months unless needed for security, abuse prevention, troubleshooting, or aggregated reporting.
• Website demo recordings and transcripts: normally kept for up to 12 months unless needed for a customer relationship, training review, misuse prevention, or a dispute.
• Live customer call recordings: Starter is normally 30 days, Hound 90 days, Top Dog 180 days, and Tailored is agreed during scoping with a default of 180 days unless agreed otherwise. Optional longer retention may be available.
• Lead records, summaries, and structured job details: kept while needed to provide the service and customer app, unless the customer deletes or exports them or asks us to close the account.
• Security and technical logs: kept for a reasonable period to protect the service and investigate issues.

Your rights

You may have rights to access, correct, delete, restrict, object to, or port your personal data. You may also have the right to withdraw consent where we rely on consent.

If your data was collected through a trade business using Dog and Bone, we may need to refer your request to that customer business because they may be the controller of your caller or lead data.

You can contact us at info@dogandboneai.co.uk. You also have the right to complain to the Information Commissioner's Office at ico.org.uk.

Security

We use technical and organisational measures designed to protect personal data, including access controls, authentication, supplier controls, logging, and secure hosting. No online service can guarantee absolute security, but we work to reduce risk and respond quickly to issues.

Changes to this notice

We may update this notice as Dog and Bone develops, especially when new integrations, payment flows, analytics, or customer app features are added. The latest version will be posted on this page.