Privacy Policy

1. Who we are

Gafferly is a field service management application for UK trades. Gafferly is a product and trading name of Gafferly Group Ltd (“Gafferly”, “we”, “us”, “our”). Our registered details are: Gafferly Group Ltd, a company registered in England and Wales under company number 17348010, registered office 29 Swan Road, Southall, England, UB1 3JT.

We are the “data controller” responsible for the personal data described in this policy, except where we act as a “data processor” on behalf of our business customers (see section 3). For any privacy question, or to exercise your rights, contact us at privacy@gafferly.com.

We are registered with the UK Information Commissioner’s Office (ICO) as a data controller under registration reference ZC208097, registered on 27 July 2026 and renewable on 26 July 2027. The registered data controller is Gafferly Group Ltd, 29 Swan Road, Southall, UB1 3JT. You can verify this on the ICO register of fee payers.

2. What this policy covers

This policy applies to our website at gafferly.com, the Gafferly web application at dashboard.gafferly.com, and any related services (together, the “Service”). It explains what personal data we handle, why, who we share it with, how long we keep it, and your rights. It applies to website visitors, people who enquire or sign up, and authorised users of a Gafferly account.

3. Our two roles: controller and processor

Gafferly handles personal data in two distinct capacities, and it matters which applies:

• As a controller. For our website visitors, people who contact or enquire with us, and the account/billing details of the businesses and users who subscribe to Gafferly, we decide how and why that data is used. This policy governs that.
• As a processor. When a business (for example a trade firm) uses Gafferly to manage their customers, jobs, quotes and invoices, that firm is the controller of their customers’ personal data and we process it only on their instructions to provide the Service. If you are a customer of one of our subscriber firms, that firm’s own privacy notice governs your data, please contact them directly. Our handling of that data is also governed by our data processing terms with the firm (available on request).

4. The personal data we collect

Account and identity data

When you sign up or are invited to a Gafferly account: name, work email, phone number, business name, job role, and a securely hashed password.

Location data

If you are signed in as an engineer, and only then, the app records your device’s location while you are using it so your office can see where the van is on the live map, send the nearest person to a job, and tell customers when to expect you. We store the latitude, longitude, speed and a timestamp against the vehicle you are assigned to. This is precise location, and it is linked to you through that vehicle assignment.

It is collected only while the app is open and in use. There is no background or overnight tracking, and owners, dispatchers and accounts users are not tracked at all. Your device will ask your permission before any location is collected, and you can withdraw it at any time in iOS Settings, which stops the collection immediately without affecting the rest of the app. Location is never sold, never used for advertising, and never shared outside your own firm and the infrastructure providers listed in section 6.

Billing data

Subscription plan, seat count, billing status and history. Card payments for your Gafferly subscription are processed by Stripe; we do not see or store full card numbers, Stripe handles that as a payment processor.

Customer and job data (processed on behalf of our subscriber firms)

Data a firm enters about their own customers and jobs: names, addresses, contact details, job notes, photos, signatures, quotes, invoices and related records. We hold this as a processor (see section 3).

Voice recordings: if a firm’s staff use the voice features (dictating notes, job wrap-ups, checklists or quotes), the audio is sent to Deepgram, in its EU region, to be turned into text. The text stays with the job; the audio itself is deleted automatically after 30 days. We ask Deepgram not to use recordings to improve its models.

AI phone assistant: if a firm turns on the AI phone assistant, calls it answers are handled by Deepgram (EU region) and Anthropic, and the caller is told at the start that they are speaking to an AI assistant and that the call is recorded. A summary and transcript are kept with the firm’s records; the call audio is deleted automatically after 30 days. To get a UK phone number, a firm’s business details (and, for sole traders, proof of identity and address) are sent to Twilio to register the number, as UK rules require. Gafferly does not keep copies of those identity documents.

Customer emails and WhatsApp messages: if a firm connects its Gmail mailbox or turns on WhatsApp, emails from its customers and its WhatsApp conversations are kept with the customer’s record. Sections 15 and 16 set out exactly what we collect, what we keep and what we never do with it.

Where a firm uses the website enquiry form we host for them, this also includes how the enquirer reached their site: IP address, browser user agent, the page enquired from, the referring website, campaign parameters in the page address and advertising click identifiers from Google and Meta. The firm is the controller for this and decides whether to switch it on. We do not use it for our own purposes and we do not share it with advertising platforms.

Usage and technical data

IP address, device and browser information, pages viewed, actions taken, timestamps, and diagnostic logs, collected to run, secure and improve the Service.

Cookies and similar technologies

See our Cookie Policy. Non-essential cookies (analytics and advertising) are only set with your consent.

Partner programme data

If you are a Gafferly partner: your partner code, the name we show on the sign-up page, clicks on your link, which firms signed up through you, the commission you have earned, and the bank details and payout records we need to pay you. If your firm signed up through a partner’s link or code, we record which partner referred you.

Marketing and enquiry data

If you contact us, book a demo, or interact with our ads or forms: the details you provide and how you engaged with our marketing.

5. Why we use your data, and our lawful bases

6. Who we share data with

We do not sell your personal data. We share it only with trusted service providers (sub-processors) who help us run the Service, and only as needed. Each is bound by contract to protect it. Our key providers are:

Card payments a firm takes from its own customers run on the firm’s own Stripe account, under the firm’s own agreement with Stripe. For those payments Stripe is the firm’s provider, not our sub-processor (see section 14).

If your firm signed up through a Gafferly partner’s link or code, that partner sees a limited view of your account so they can see what they have earned: a partly hidden version of your company name, when you joined, whether you are on a trial or paying, and the amounts of your payments to us. We never share your contact details, your team, or anything inside your workspace with a partner.

We may also share data with our professional advisors, or with authorities or other parties where we are legally required to, or to protect our rights, users or the public.

7. International transfers

Some of our providers are based outside the UK, including in the USA. Where personal data is transferred outside the UK, we rely on appropriate safeguards, such as the UK International Data Transfer Agreement (IDTA) or the UK Addendum to the EU Standard Contractual Clauses, or a country the UK government has deemed adequate. You can ask us for details of the safeguards in place.

8. How long we keep data

We keep account and billing data for as long as you have an account, and for a reasonable period afterwards to meet legal, tax and accounting obligations (generally up to 7 years for financial records). Customer and job data processed on behalf of a firm is retained per our agreement with that firm and deleted or returned on request after the account ends. Marketing data is kept until you opt out or it is no longer needed. Diagnostic logs are kept for a short period.

Website enquiries captured through the enquiry form we host carry specific limits. Enquiries scored as spam are deleted after 30 days. For enquiries that have been converted or archived, the technical identifiers (IP address, browser user agent and the original form payload) are erased after 12 months; the customer and job records the firm created from them are then retained under the firm’s own retention rules.

9. How we protect your data

We use appropriate technical and organisational measures: encryption in transit (HTTPS), hashed passwords, access controls and tenant isolation so one firm cannot see another’s data, and reputable infrastructure providers. No system is perfectly secure, but we work to protect your data and will notify you and the ICO of a serious breach where the law requires.

10. Your rights

Under UK data protection law you have the right to:

• access a copy of your personal data;
• have inaccurate data corrected;
• have your data erased in certain circumstances;
• restrict or object to certain processing, including direct marketing;
• data portability; and
• withdraw consent at any time where we rely on it.

To exercise any of these, email privacy@gafferly.com. We will respond within one month. If your data is held by Gafferly on behalf of a subscriber firm (you are their customer), please contact that firm, and we will help them respond.

11. Marketing and your choices

You can opt out of marketing emails at any time using the unsubscribe link or by emailing us. You can change cookie and advertising choices using our cookie banner (see the Cookie Policy). Opting out of marketing does not stop essential service messages such as receipts or security notices.

12. AI features

Some parts of Gafferly can draft text for you, for example a job description, a quote summary or a customer message. When you choose to use one of these features, the relevant text from that record is sent to Anthropic, our AI provider in the United States, which generates the draft and returns it. This happens only when you actively trigger an AI action, with one exception: if a firm has turned on WhatsApp, each WhatsApp message a customer sends gets a suggested reply drafted automatically (see section 16). Nothing drafted by AI is ever sent to a customer until a person in the firm approves it.

Anthropic processes that text on our documented instructions as a sub-processor, does not use it to train their models, and retains it only as long as needed to return the result. The transfer to the United States relies on the safeguards described in section 7. If you would rather no data left the UK or EU for this purpose, simply do not use the AI features; every one of them is optional and the rest of Gafferly works without them.

13. Automated decision-making

We do not make decisions that produce legal or similarly significant effects about you based solely on automated processing. The AI features described above produce drafts for a person to review, edit and approve; they do not decide anything on their own.

14. The Gafferly app for Stripe

A firm can connect its own Stripe account to Gafferly by installing the Gafferly app for Stripe, so its customers can pay invoices by card. Only the owner of the Gafferly account can connect or disconnect it. The firm can connect a live Stripe account, or a Stripe sandbox for testing. This section explains what the app sends to and reads from the firm’s Stripe account, why, and what happens to it afterwards. The install steps and the full list of permissions are on our Connect Stripe page.

What the app does, and why

• Checkout Sessions. When a customer chooses to pay an invoice by card, we create a Stripe Checkout page on the firm’s own Stripe account. To create it we send the firm’s Stripe account the amount, the invoice reference and, where we have it, the customer’s email address so Stripe can email them a receipt. The payment is taken in pounds (GBP) and settles to the firm’s Stripe balance. We never hold the money. We read the Checkout Session back, and receive Stripe’s checkout.session.completed event, to confirm the payment and mark the invoice paid. Every 15 minutes we also list the firm’s recent Checkout Sessions as a backstop in case an event was missed.
• Account details. We read the Stripe account’s business or display name (or its email address if neither is set), so Settings → Payments can show which account is connected.

The Checkout Sessions and events we read back include the payer’s name, email address and any billing address details Stripe collected. We use a session only to match the payment to its invoice, and we do not store the payer’s details. Sessions Gafferly did not create are skipped, and nothing from them is kept.

We do not read the firm’s Stripe balance, payouts, bank details or refunds. Refunds are recorded in Gafferly with a credit note. Card details are entered on Stripe’s own checkout page, and we never see or store full card numbers.

What we keep

For the connection, we keep the Stripe account ID, the account name (which is the account’s email address if it has no business or display name), whether it is live or a sandbox, when it was connected, and the access tokens Stripe issues to Gafferly. The tokens are stored encrypted (AES-256-GCM). For each card payment, we record the amount, the date and the Stripe PaymentIntent ID against the invoice.

Who is responsible for the data

The firm is the controller of its customers’ payment data, and Gafferly acts as its processor (see section 3). On the firm’s instructions we send its Stripe account only the details described above, and we use the data only to take and record payments on the firm’s invoices.

For the connection details themselves (the Stripe account ID, name and tokens), Gafferly is the controller, as for the rest of your account data (see section 3).

When a firm connects its own Stripe account, Stripe processes those card payments under the firm’s own agreement with Stripe, not as our sub-processor.

How long we keep it

• When the owner clicks Disconnect Stripe in Settings → Payments, we delete the stored connection (account ID, name and tokens) straight away. A line in your account’s activity log recording that Stripe was connected, with the account ID, stays as part of your audit history.
• Disconnecting in Gafferly does not uninstall the app from Stripe. The firm can do that in its Stripe Dashboard under Settings → Installed apps. When Stripe tells us the app has been uninstalled, we delete the connection automatically.
• If the Gafferly account is deleted, the connection data is deleted with it.
• Payments already recorded (amount, date and PaymentIntent ID) stay on the invoices they belong to, because they are financial records. They are kept with those invoices under the retention described in section 8.

15. Gmail and Google user data

A firm’s owner can connect the firm’s Gmail or Google Workspace mailbox in Gafferly’s settings. Replies to customers then go out from the firm’s own email address, and emails from its customers show up in Gafferly next to their jobs, quotes and invoices. It is optional. Without it, Gafferly sends email through our own email provider. This section explains exactly what we access through Google’s APIs and what we do with it.

Gafferly’s use and transfer to any other app of information received from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

What we ask Google for, and why

• Send email on your behalf (gmail.send). Used only when someone in your firm writes a reply to a customer in Gafferly and presses send. The email goes from your Gmail address and appears in your Gmail Sent folder. Automated emails such as invoices, reminders and review requests still go through our own email provider, not your Gmail.
• Read your email (gmail.readonly). Used only to bring emails from your existing customers into Gafferly, so your team can see and answer them alongside the customer’s jobs.

What we read and what we keep

When a new email arrives in your inbox, we first look only at the sender’s address and the message ID. If the sender is not exactly one of the active customers in your Gafferly account, we stop there: the email is not downloaded, not stored, and stays only in your Gmail. We also skip anything in Sent, Drafts, Spam, Trash, Promotions or Social, and anything sent from your own address.

For an email from one of your customers, we keep the sender’s address, the subject, a plain-text copy of the message (up to 8,000 characters), the time it arrived and its message ID. We do not keep attachments or the HTML version. If an address belongs to more than one of your customers, we do not file the email at all. Instead your office gets a notification with the sender and subject so someone can place it by hand.

When you first connect, we bring in up to 50 emails from the previous 24 hours, using the same customer-only rule. After that, Google tells us when new mail arrives (through Google Cloud Pub/Sub), and we also check every 15 minutes in case a notification was missed.

For the connection itself we keep the Gmail address you connected, the access tokens Google issues to Gafferly (stored encrypted with AES-256-GCM), a bookmark of how far we have synced, and when we last synced.

How we use it, and what we never do

We use Gmail data only to send your replies and to show your customers’ emails inside Gafferly to the people in your firm’s account. We do not:

• sell it, or share it with anyone other than the providers in section 6 that host and run Gafferly, and Anthropic as described below;
• use it for advertising of any kind, including personalised, retargeted or interest-based ads;
• use it to build or train AI or machine learning models, ours or anyone else’s;
• create aggregated or anonymised data sets from it, so there are none to use or share;
• let anyone at Gafferly read it, unless you ask us to for support and agree to it, it is needed for security (for example investigating abuse), or the law requires it.

AI drafting: only when someone in your firm asks Gafferly’s AI to draft a reply to a customer, recent messages in that customer’s conversation are sent to Anthropic to write the draft, and those messages can include emails brought in from Gmail. The WhatsApp reply drafts that run automatically (section 16) leave emails out. Anthropic uses the messages only to return the draft, does not train its models on them, and nothing is sent to the customer until a person approves it (see section 12).

How we protect it

Gmail data only travels over encrypted connections (TLS): between Google and Gafferly, and between Gafferly and your browser. The access tokens are encrypted with AES-256-GCM before they are stored. The customer emails we keep are held in your firm’s account in our hosted database, and every look-up is limited to your firm, so only the people in your firm’s Gafferly account can see them. Gafferly staff can reach them only in the cases listed above.

Disconnecting and deletion

• The owner can disconnect Gmail at any time in Gafferly’s settings. When they do, we tell Google to stop sending us notifications, revoke Gafferly’s access, and delete the stored Gmail address and tokens straight away. You can also remove Gafferly’s access from your Google Account at myaccount.google.com/permissions.
• Customer emails already brought in stay on those customers’ records as part of your firm’s records (see section 8). To have them deleted sooner, email privacy@gafferly.com.
• If the Gafferly account is deleted, we revoke Google access first and then delete all of it.

The firm is the controller of its customers’ emails, and Gafferly processes them on its behalf (see section 3). For the connection details (the Gmail address and tokens), Gafferly is the controller.

16. WhatsApp

A firm can choose to send some customer messages, such as booking confirmations, quotes and invoices, by WhatsApp instead of text message, and to receive its customers’ WhatsApp replies in Gafferly. It is off unless the firm turns it on.

Connecting

The firm connects through Meta’s own sign-up window inside Gafferly. That creates, or picks, the firm’s own Meta business account and WhatsApp Business Account, under the firm’s own terms with Meta. The firm’s Gafferly phone number is then registered as its WhatsApp sender through Twilio. We keep the WhatsApp Business Account ID, the sender ID and number, and whether the connection is working.

What is sent and received

• To send a message, the customer’s phone number and the message pass through Twilio to Meta’s WhatsApp service. Quote and invoice PDFs are attached through a secure link that stops working after one hour.
• The standard wording of the firm’s messages (for example an invoice or reminder template) is submitted to Meta for approval, as WhatsApp requires. Where the firm has kept the text message fallback on, a WhatsApp message that cannot be delivered goes by text message instead.
• Messages and photos customers send by WhatsApp are kept with the customer’s record, the same way text messages are. We also record when a customer last messaged and whether they have opted out of WhatsApp, so the firm only messages them when WhatsApp’s rules allow.

AI reply drafts

When a customer sends a WhatsApp message, Gafferly uses Anthropic to draft a suggested reply from the recent text and WhatsApp messages in that conversation. Emails are left out of these automatic drafts. Account details such as jobs, balances or payment links are only used once the customer has confirmed their postcode or the first line of their address in that conversation. A draft is never sent on its own: someone in the firm approves, edits or discards it.

Who is responsible

The firm is the controller of its customers’ WhatsApp messages, and Gafferly processes them on its behalf (see section 3). Twilio is our sub-processor (section 6). Meta delivers the messages as the provider of WhatsApp, under the firm’s own WhatsApp Business terms with Meta. We do not use WhatsApp messages for advertising. If the Gafferly account is deleted, its WhatsApp messages and settings are deleted with it.

17. Children

Gafferly is a business tool not intended for children. We do not knowingly collect data from anyone under 18.

18. Changes to this policy

We may update this policy from time to time. We will post the new version here and update the date above. Significant changes will be communicated to account holders.

19. Complaints

We hope to resolve any concern directly, so please contact us first. You also have the right to complain to the ICO, the UK supervisory authority: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF, tel 0303 123 1113, ico.org.uk.

20. Contact us

Gafferly Group Ltd, privacy@gafferly.com. Postal address: 29 Swan Road, Southall, England, UB1 3JT.