1. Who we are
Virtual Voice and Virtual Voice Office are trading names of Cyber Fits Solutions Limited, a company registered in England and Wales (company number 16254052), with a registered office at 7 Sea View Park, Sunderland, SR6 7JS. We are the data controller for personal information collected through this website and our services, and we are registered with the Information Commissioner's Office under registration number ZB973937.
2. What information we collect
We collect information you give us directly when you:
- Sign up for a plan (name, email address, billing address, payment card details via Stripe)
- Port an existing number (current provider details, address)
- Contact us or submit a support ticket (name, email, message content)
- Log in to your customer portal (usage logs, session data)
When you arrive on our website from an advert, a tagged link (for example in an email or on a flyer) or another website, we note where you came from: the advert or campaign name, the referring website and the page you landed on. We count these visits for each advert and link, together with the type of device (phone, tablet or computer), and how far through our checkout visitors get, without recording who you are or your IP address. If you place an order or contact us, where you came from is stored with it so we know which of our adverts and campaigns work. We keep it for your current visit only, unless you accept cookies, in which case your browser also remembers it for 90 days.
Orders you start but don't finish. When you start an order and give us your email address, we save what you have entered so far (never your card details or password) and how you moved through the checkout: which steps you opened, how long each took, and any messages you saw, such as a postcode we couldn't accept. We use this to let you pick up where you left off, to send you up to four reminders (1, 3, 7 and 21 days later) if you don't finish, and to find and fix the parts of our checkout that cause problems. We do this in our legitimate interests in completing the order you started and improving our service. You can tick the box at checkout, or use the link in any reminder, to stop reminders at any time. We delete this information after 90 days. If you complete your order, the details you entered are kept with your order instead.
We also collect information automatically when you visit our website, including your IP address, browser type, pages visited and time spent. This is used for security, fraud prevention and service improvement.
3. How we use your information
We use your personal information to:
- Provide and manage your VoIP service
- Process payments and issue invoices
- Register your emergency address with the emergency services
- Send service emails (receipts, account alerts, password resets)
- Handle number porting requests with your current provider
- Respond to support queries
- Comply with our legal and regulatory obligations
We do not sell your personal information to third parties and we do not use it for profiling or automated decision-making.
4. Call recording
We record telephone calls made and received using our service. We do this to help provide, maintain and improve the service, to resolve billing and service disputes, to prevent and detect fraud and network misuse, and to comply with our legal and regulatory obligations.
- Recordings (the audio of a call) are kept for one month and then automatically deleted.
- Call detail records (metadata such as the numbers involved, the time and the duration of a call, but not the audio) are kept for up to 12 months for billing, fraud-prevention and regulatory purposes.
Our lawful bases for recording are our legitimate interests (service quality, security and fraud prevention) and, where applicable, compliance with a legal obligation. We may disclose recordings to law enforcement, the courts or regulators where we are required to do so by law or in response to a valid legal request.
If you use the service in a business context, or with third parties, it is your responsibility to inform the people you call, or who call you, that calls may be recorded, to the extent required by applicable law. You can ask us for a copy of a recording we hold about you, or ask how we handle recordings, by emailing privacy@virtualvoice.uk.
5. Legal basis for processing
Under UK GDPR, we rely on the following lawful bases:
- Contract: to deliver your subscription and number service
- Legal obligation: to register your emergency address, retain records, and comply with Ofcom requirements
- Legitimate interests: for call recording, security monitoring, fraud prevention and service analytics
- Consent: for optional analytics cookies (you can withdraw consent at any time via our cookie settings)
6. Who we share your information with
We share your information only where necessary:
- Stripe: payment processing (your card details are handled entirely by Stripe and never stored on our servers)
- Our VoIP carrier: to provision your number and route calls
- BT/Openreach and receiving carriers: for number porting
- Emergency services: your registered address is provided to emergency services when you call 999 or 112
- Law enforcement, courts and regulators: including call recordings, where we are required to do so by law or a valid legal request
- Brevo: sends our service emails, such as receipts and account emails
- FreeAgent: our accounting software, which holds invoice and payment records
- Backblaze: stores our encrypted backups
These processors are contractually required to protect your data and may not use it for their own purposes.
If you accept cookies, Google (Google Analytics and Google Ads) also receives information about your visit to our website, as described in our cookie policy. If you reject non-essential cookies, no Google cookies are set and Google is told you have not consented, although it may still receive basic information that a page was viewed, without being able to recognise you.
7. How long we keep your information
We keep your account data for the duration of your subscription plus 6 years (to meet our financial record-keeping obligations). Call recordings (audio) are retained for one month; call detail records (metadata) are retained for up to 12 months. You may request deletion of data that we are not legally required to retain.
8. Your rights
Under UK GDPR you have the right to:
- Access the personal information we hold about you
- Correct inaccurate information
- Request deletion (where no legal obligation to retain exists)
- Object to or restrict certain processing
- Data portability, receive your data in a machine-readable format
- Withdraw consent for optional processing at any time
To exercise any of these rights, email us at privacy@virtualvoice.uk. We will respond within 30 days. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) at ico.org.uk.
9. Security
We protect your data with TLS encryption in transit, bcrypt password hashing, and access controls that limit who within our organisation can see customer data. Payment information is tokenised by Stripe and never touches our servers.
10. Changes to this policy
We may update this policy from time to time. We will notify active customers of material changes by email. The date at the top of this page always shows when the policy was last updated.
11. Contact us
Cyber Fits Solutions Limited
Email: privacy@virtualvoice.uk
