Privacy Policy

Support requests and connected email and calendar services

The Ask Halcyra widget is a public product/enquiry assistant. If a visitor chooses “Send this to the team”, the conversation and the contact details supplied are used to create a lead in Halcyra's internal Owner CRM; the public widget does not create a customer support ticket. For account-specific help, an authenticated customer uses the Support area of the dashboard. Anonymous website support/enquiry records are retained according to the applicable public-data retention rules.

For Halcyra's internal Owner/CRM workflow, an authorised Owner may connect a supported email and calendar service using that provider's authorisation process. This can allow Halcyra to send sales or support emails, look up relevant correspondence on demand and create calendar events. Halcyra does not automatically synchronise an Owner's mailbox into the CRM or support queue. Connected mailbox data is processed only for the authorised Owner workflow and is not a customer firm's mailbox.

Who this applies to

This policy covers two groups: people at firms who sign up to use Halcyra ("customers"), and tenants who receive a text message arranging an appointment on a customer firm's behalf ("tenants").

What we collect from customers

• Name, email address, and login credentials for admin and surveyor accounts.
• Billing details, processed by our payment provider.
• Firm details such as company name and working-hours configuration.

What we collect about tenants, on a customer's instruction

• Name, phone number, and property address, as uploaded by the customer firm.
• The content of SMS exchanges relating to arranging the appointment.
• Appointment status and any calendar entry created from a confirmed booking.

Halcyra only holds tenant data because a customer firm has instructed it to, in order to arrange a survey appointment. See the GDPR Overview for the controller/processor relationship this sits within.

Why we process it

To operate the scheduling service: sending texts, negotiating a time, sending reminders, keeping the booking board up to date, and billing the customer firm for use of the service.

Who it's shared with

Only the subprocessors listed on the Subprocessor list — the SMS provider, hosting provider, payment provider, and AI provider used to run the negotiation — and only to the extent needed to provide the service.

How long we keep it

See the Data Retention policy for exact periods. A tenant's record can also be permanently erased on request by the customer firm's admin at any time.

Your rights

If you're a tenant and want to access, correct, or erase your data, contact the firm that booked your appointment, or email hello@halcyra.co.uk and the request will be routed to them. If you're a customer, you can manage most of this directly from your dashboard.

Contact

Questions about this policy: hello@halcyra.co.uk.