Privacy Policy

Welcome is operated by Jarman Group Ltd. This Privacy Policy explains how we collect, use, store and share personal information when you visit meetwelcome.com, create or use a Welcome account, connect an integration, or interact with a Welcome-powered receptionist.

1. Who we are

For our own website, account and billing activities, Jarman Group Ltd acts as the data controller. When Welcome processes customer conversations or connected business data on behalf of one of our business customers, that business will usually be the data controller and Jarman Group Ltd acts as its processor.

You can contact us about privacy at [email protected].

2. Information we collect

Depending on how you use Welcome, we may collect:

• account information such as your name, email address and login details;
• business information you provide to configure Welcome, including contact details, opening hours, services, products, policies and website content;
• conversation content submitted through Welcome-powered chat, messaging or other supported channels;
• lead and contact information voluntarily provided by visitors, such as names, email addresses and telephone numbers;
• integration data from services you choose to connect, such as product, stock, calendar, messaging or business profile data;
• billing and subscription information. Payment card details are handled by our payment provider and are not stored directly by Welcome;
• technical information such as IP address, browser type, device information, logs and security events.

3. How we use information

We use personal information to provide and operate Welcome, answer customer enquiries, maintain conversation history, capture leads, support human handover, keep connected business information up to date, process subscriptions, secure the service, diagnose problems, improve reliability and provide customer support.

4. AI processing

Welcome uses artificial intelligence to generate receptionist responses and to help organise business knowledge. Relevant conversation content and business information may be sent to third-party AI infrastructure providers where necessary to provide the service. We aim to send only the information needed for the relevant request and do not intentionally include passwords, private access tokens or secret integration credentials in AI prompts.

5. Business customers and website visitors

If you are chatting with a Welcome receptionist on another business's website or messaging channel, that business is responsible for deciding why your personal information is processed. Welcome processes that information on the business's behalf in order to provide the receptionist service.

6. Integrations

If a business connects a third-party service to Welcome, we may receive and process information from that service in accordance with the permissions granted by the business. Connected services may include ecommerce, messaging, calendar, payment or business information providers. We do not sell connected account data.

7. Payments

Subscription payments are processed by Stripe. Stripe may collect payment and billing information directly from you and processes that information under its own privacy terms. Welcome receives information necessary to manage your subscription, such as payment status, customer identifiers and subscription status.

8. Cookies and local storage

Welcome may use cookies or browser storage where necessary to keep users signed in, protect sessions, remember widget state and conversation identifiers, and operate the service securely. We may also use limited analytics or diagnostic technologies where permitted by law.

9. Legal bases

Where UK data protection law applies, we process personal information where necessary to perform a contract, comply with legal obligations, pursue legitimate interests such as operating and securing the service, or where consent is required and has been obtained.

10. How long we keep information

We keep information only for as long as it is reasonably needed for the purposes described in this policy, to provide the service, resolve disputes, comply with legal obligations and maintain appropriate security records. Business customers may also control or request deletion of information held on their behalf, subject to legal and operational requirements.

11. Sharing information

We may share information with service providers that help us operate Welcome, including hosting, payment, AI, communications and infrastructure providers. We may also disclose information where required by law, to protect rights or security, or as part of a corporate transaction. We do not sell personal information.

12. International transfers

Some service providers may process information outside the United Kingdom. Where required, we use appropriate safeguards for international transfers of personal information.

13. Security

We use technical and organisational measures designed to protect information, including access controls, encrypted storage for integration credentials, secure transport and logging. No online service can guarantee absolute security.

14. Your rights

Depending on the circumstances, you may have rights to access, correct, delete, restrict or object to processing of your personal information, and to request portability. Where processing is based on consent, you may withdraw that consent.

If your information was collected through a Welcome receptionist operated by another business, contacting that business directly will usually be the quickest way to exercise your rights. You can also contact us at [email protected].

15. Complaints

If you are in the UK and are unhappy with how personal information has been handled, you may have the right to complain to the Information Commissioner's Office (ICO).

16. Children

Welcome is designed for use by businesses and is not intended as a service directed specifically at children. Businesses using Welcome are responsible for ensuring their use of the service is appropriate for their customers and sector.

17. Changes to this policy

We may update this Privacy Policy as Welcome develops or our legal obligations change. The latest version will always be published on this page with the date it was last updated.

18. Contact

Questions about this Privacy Policy can be sent to [email protected].