KlideKlide

Privacy Policy

Last updated: 16 August 2026

1. Who we are

Klide (“we”, “us”, “our”) operates an AI ordering platform for takeaway restaurants. Customers order through a vendor's Klide WhatsApp number; AI phone ordering (Klide Voice) is in development and is not generally available yet. This policy explains how we collect, use, and protect personal data when you interact with our services, website, or ordering system. Our registered company details are in the footer of every page of this site.

For the order data we handle on a vendor's behalf, the vendor is the data controller and we act as their processor. For running, securing, and improving the Klide platform itself, we are the controller.

2. Data we collect

Customers placing orders: Your WhatsApp or phone number, your name if you give it, the messages you exchange with our AI (or, on a call, the text transcript of what was said), your order and order history, and — for delivery orders — the address you enter on the payment page.

Payment details: When you pay online, your card details go directly to Stripe. We never receive or store your full card number. We keep the card brand, the last four digits, and Stripe's reference for the payment so we can match it to your order and issue refunds.

Vendor partners: Business name, contact details, billing and payout details, menu data, and order history.

Website visitors: Standard server logs (IP address, browser type, pages visited) and any information you submit via our contact form.

3. How we use your data

  • Processing and fulfilling takeaway orders
  • Generating the AI's replies to your messages and calls
  • Taking payment for an order and issuing any refund
  • Checking and improving the AI's ordering accuracy
  • Sending order confirmations via WhatsApp or SMS
  • Billing and invoicing vendor partners
  • Detecting and preventing fraud or abuse of our platform
  • Responding to enquiries submitted through our website

4. Legal basis for processing

We process personal data under the UK GDPR on the following bases:

  • Contract: Processing orders you place and managing vendor partner accounts.
  • Legitimate interest: Improving our services, preventing fraud, and ensuring platform security.
  • Consent: Marketing communications, where applicable.

5. Calls and messages

We do not store recordings of calls. Call audio is transcribed as you speak and only the text transcript is kept — the audio is held in memory for a few seconds while the AI works out what you said, then discarded. WhatsApp messages are stored as text.

We keep this content to fulfil your order, to show the vendor what was ordered, and to check the AI's accuracy. Call transcripts are deleted 30 days after the call; WhatsApp message content is kept for as long as the order record it belongs to (see section 8). You can ask us to delete yours sooner.

6. Data sharing

We share personal data only as necessary to deliver our service:

  • Vendor partners: Order details and delivery address are shared with the takeaway fulfilling your order.
  • WhatsApp (Meta): Messages to a vendor's Klide WhatsApp number travel over the WhatsApp Business Platform, operated by Meta. Depending on the vendor, we connect to it through Twilio or Telnyx. Meta's own privacy terms also apply to your use of WhatsApp.
  • AI model providers: Message and call transcripts are sent to OpenAI to generate the AI's replies, and to Anthropic to review call quality and ordering accuracy. They process this data on our instructions under their API terms, which do not allow it to be used to train their models.
  • Speech providers: On phone calls, Deepgram converts speech to text and ElevenLabs generates the AI's voice. Both process call audio as the call happens.
  • Telephony providers: Telnyx or Twilio carry the call itself.
  • Payment processor: Stripe handles customer card payments, refunds, vendor payouts, and vendor billing.
  • SMS providers: Twilio delivers order confirmation texts.
  • Kitchen printing: PrintNode sends your order ticket to the vendor's kitchen printer.
  • Hosting: Railway hosts our application and database.
  • Klide Social (vendors only): For vendors on the Social add-on, we share business, menu, and aggregate order-trend data with Stratvo, which produces their content. No customer personal data is shared for this.

We do not sell your personal data to third parties.

7. Transfers outside the UK

Some of the providers above process data outside the UK, mainly in the United States. Where they do, the transfer is covered by the UK Addendum to the EU Standard Contractual Clauses or by the UK Extension to the EU–US Data Privacy Framework, with additional safeguards where they are needed.

8. Data retention

  • Call transcripts and the per-call debug log: deleted 30 days after the call.
  • WhatsApp message content: kept for 24 months, alongside the order it belongs to, then the message text is deleted. We keep the bare delivery log — time, direction, and whether the message got through — as an audit trail.
  • Order records: kept for 24 months for operational, accounting, and dispute-handling purposes.
  • Vendor account and financial records: kept for the duration of the partnership plus 6 years for tax and legal compliance.
  • Website and server logs: kept only as long as needed for security and troubleshooting, and no longer than 90 days.

You can ask us to delete your data at any time. Where we have to keep something — a record of a payment for tax, for example — we will tell you what and why.

9. Your rights

Under UK GDPR, you have the right to:

  • Access the personal data we hold about you
  • Rectify inaccurate data
  • Request erasure of your data
  • Restrict or object to processing
  • Data portability
  • Lodge a complaint with the ICO (ico.org.uk)

10. Security

We use industry-standard security measures including encryption in transit and at rest, access controls, and regular security reviews to protect your data.

11. Contact us

For any privacy-related queries or to exercise your rights, contact us at privacy@klide.co.uk or via our contact page.